I am writing in regard to my recent experience at xxxxx Hillsboro Honda. My wife and I are expecting our second child at the end of April and needed to purchase a larger SUV that could safely and comfortably fit two car seats. After visits to many dealerships, our search ended when we found a beautiful 2015 Acadia Denali on Tuesday, March 26th around 7:30pm. We fell in love with the vehicle instantly and decided to purchase the Acadia that evening from Jonathan Rodriguez who provided us with a wonderful car buying experience. After signing all the papers with Jonathan, we waited to meet with your financial representative. We knew the paperwork would take some time with only one finance representative on site that evening and two more buyers ahead of us. However, we were still happy to wait for our new family vehicle. A little after 11:00pm, we were finally escorted into the finance office to fill out paperwork. When it was all said and done, we ended up leaving the office at 12:30am Wednesday morning. My wife is 35 weeks pregnant and after sitting in the waiting room for three hours, she was low on energy and was having painful contractions so having her drive the 45min trip home was not a safe option. We asked Jonathon if we would be able to park our vehicle in the parking lot for a few days until I would be able to coordinate a time to pick up my car, which I was hoping would be Thursday night. I was clear with Jonathan that we did not want to be a hassle or in the way and offered to leave my keys should he need to move my vehicle. He assured us that we were okay to park at the dealership near the rear of the building under a lighted street pole, that it would be safe and he would not need my keys.
I was unable to pick up my car on Thursday and received a text message (attached) from Jonathan on Friday, March 29th apologizing and letting me know that where/how we parked was inhibiting some employees and that he should have been more specific on where we should have parked and that we would need to pick up the car soon or they would have us towed. I sent a text back to Jonathan apologizing for the added day of having my car there and that I would pick it up that evening (Friday 3/29) once I finished work. Jonathan stated that he would let management know and that he would make sure we were ‘good’. (Screen shot of text message available)
I headed home after a 10 hour work day, grabbed my three-year-old and mother-in-law and headed down to pick up my vehicle from your employee parking lot. This is the turning point of where our wonderful experience of purchasing our first vehicle as a Family turned into a disaster. You can imagine our faces as customers when we pulled into the parking lot to see that an employee (Manager per the message) from Dick’s Honda decided to deface my car windows with a windshield marker and electrical tape a balloon to my antenna even after being authorized to park in your lot by your sales person. I would expect a dealership on 82nd avenue to display this kind of unprofessional and disrespectful behavior but would never imagine it to happen at a Dealership that prides itself on its team’s values and services. Shocked, appalled and disappointed I walked into the Dealership and asked to speak with a Manager on Duty. The young lady who I asked, responded with, ‘Who’s asking’?... I said that I was asking and that I just drove here with my daughter and mother-in-law to get my car and someone wrote all over my car with marker and I needed someone to clean it off. She went back to speak with her immediate Manager, Jorge Avila who waved me in. I explained to Jorge that I just purchased a car here on Wednesday and that Jonathan Rodriguez allowed me to park in the lot for a few days and that I needed someone to clean off my windows. I have photos of the vandalism that I sent to the GM.
My car was in no condition to be driven 45 minutes across town safely by my almost 70 year old mother- in-law. He looked at me and said, “I can’t help you”. He stated that, “You had your car parked there for a few days and you are lucky we didn’t tow you.” I again reiterated that Jonathan permitted me to park there. Failing to listen to what I was telling him, Jorge made it clear by his body language and response, that he was not going to have anyone help me clean off my windows even if I did just purchase a vehicle from their Dealership two days prior. He left me with no other choice but to embarrassingly ask him for a towel and windex to clean my own windows due to the actions of your Team. Jorge tossed me a microfiber towel and said he was not able to find any windex or window cleaner. A service guy commented to him that a razor blade would be the only thing to get the marker off the windows. I showed Jorge the text thread between Jonathan and I, and he finally asked the service guy to help me. Due to the 30 minute delay and lack of assistance from management to ensure my car was safe to drive for my mother in law, I was left no choice but to scrape off the marker with another employee in a garage bay to ensure my Family has a safe vehicle to drive back up to Portland and to get my nearly three year old home to bed. I have never felt so belittled and disrespected in my life. At no point did I receive an apology from Jorge or any other employee.
Buying a car is the largest purchase most people will ever make next to buying a home. I am at a loss for words on how fast our experience went from wonderful to terrible. My wife and I went from being extremely excited to feeling severely disappointed, disrespected and frankly sickened by what transpired. I have never been the person to write complaints, especially given that I work in the service industry and know that sometimes things happen, but there was no excuse for this type of behavior. I am appalled and saddened by the level of immaturity, disregard and disrespect shown to me to my family. I received a voicemail from the GM, Dan Blankenship a few days later. I missed his call due to work but called him on three separate occasions shortly after and did not get a call or email back from him for eight(8) days. When we did finally speak he was very dismissive of my situation. He acted like my experience was not a big deal to him or his team that he mentioned that the defacement of personal vehicles between their sales team was a normal practice and when I mentioned his managers actions of telling me he couldn’t assist me in cleaning off my windows with the marker that his team put on my vehicle, Mr. Blankenship stated that Jorge was just having a bad day and most customers like him. It was clear Mr. Blankenship was ignoring the details I shared. Throughout our conversation he seemed to indicate that my worries were not a big deal to them. This belittling of my concerns Isn’t helpful in solving the experience my family experienced.