Ed Morse Honda

THE ED MORSE THANK YOU FOR BUYING TWO CARS READ THE UNANSWERED LETTER SENT TO THE OWNER To: Mr. Ed Morse RE: UNPROFESSIONAL CONDUCT AT ED MORSE HONDA READ THE UNANSWERED LETTER SENT TO THE OWNER To: Mr. Ed Morse RE: UNPROFESSIONAL CONDUCT AT ED MORSE HONDA September 15, 2014 On September 23, 2014 at 1:30 PMI entered your Honda dealership service area with my 2014 Accord with two concerns: a white film in the windshield [possibly defective glass] and windshield wiper blades, which were streaking. At this time John... serviced me and was blowing-off the windshield complaint with a variety of excuses instead of being helpful to find out what was really wrong with the glass. Instead, he offered to "sell me a $29 detail job" which is not why I came there in the first place. Upon refusing his "sell" he walked away and left my wife and myself sitting there for twenty minutes. At this time I entered the sales part of the building and requested to speak with the General Manager. This resulted in the appearance of Mr. Winkel. He appeared stoic, disinterested and not helpfull. He responded, "there is nothing we can do about the glass... and for the windshield wipers we are not replacing them, they are not warranted." I asked, "to speak with the General Manager" and Mr. Winkel refused to contact him. To avoid conflict I called Dolores in your parking lot at your headquarters who told me, "she will call Mike Scaglione and he will call you back!" At that time my wife and myself informed the receptionist we are expecting to speak with Mike and we sat down quietly to await our meeting. At that time Mr. Winkel approached us in his passive- aggressive, low-keyed manner even though we did not summon his appearance and sarcastically said, "are you here to buy a car?" I responded, "I just spoke with you 15 minutes ago I do not wish to speak with you now or in the future!" He responded disrespectfiiUy, "did you drink gas out of a truck?" I responded, "why don't you leave our area!" He then stated, " I will call the Sheriff [first frivolous threat]." I responded, "I suggest you leave our area [a second time] I have an appointment with someone other than you!" At this time Mr. Scaglione greeted us and invited us in his office. To his credit he was pleasant and offered to correct both concerns. Which is what should have happened in the first place which he stated himself. This is the symptom of your HR problem. Your HR problem is that your corporate model at your dealership has evolved into an "old boys club" in the absence of vertical-down management, which puts customer service and accountability at the lowest priority with a clear separation between man- agement and subordinates where performance is concerned. Unfortunately, Mr. Scaglione has failed in this area and I say this without any anger or prejudice towards Mr. Scaglione. I tried to explain the sequence of events that led to our meeting and the dynamics of his service area problem. He either doesn't get it or doesn't want to deal with it. This comment is exemplified with what happened later. After my car window was corrected upon Mr. Scaglione's request. I drove my car back to the detail area to have a few corrections to be done on my windshield and John from service came running over to me yelling, "leave the premises now or I will call the Rivera Police!" I ask you does this behavior reflect on Mr. Scaglione's leadership or not? This employee's behavior was egregious. On whose authority did he have make the second threat of the day with the police and yell at me when I was invited to have the work done in the first place under the General Managers authority. My wife was very upset and we didn't just leave, we evacuated the premises immediately, which was in our best interest. As I went back to the service area to find my wife to "evacuate" I was followed by John. as he simultaneously called his "command post" to inform them of my whereabouts. I was amazed to see how the company culture has changed for the worse since I purchased the two cars I bought at Ed Morse Honda. On the road I called Mr. Scaglione and left a detailed message. He never responded. In the final analysis your operation has a breakdown in its corporate structure. There is no protocol to assure your employees functionally interact with your customers in a proper manner, particularly loyal ones. The expectation that service is the essence of which your reputation and return business is based upon is not properly supervised to that end. Secondly, Mr. Scaglione cannot be friends and joke in the service office immediately after a serious complaint has akeady been made to your headquarters which myself and my wife observed and heard them laughing through the glass in the Service Manager's Office. There is absence of separation between staff and upper management to insure performance. This gives the wrong message and thats why we were again mistreated worse than the first time upon leaving and calling your headquarters prior to returning, It is my view what you are currently dealing with at this dealership is inept management that has evolved into a military junta who threatens customers with frivolous police threats because they can. Make no mistake one day those frivolous police threats [a dangerous game your employees play] will cost you millions in litigation. In any case, I find this environment to be hostile and not concerned with customer satisfaction and it is questionable as to whether I will do business with this dealership in the future. Be advised I have reported this matter to Honda and there is currently an ongoing investigation and the appropriate Honda executives have received a copy of this memo as indicated. C: Takuji Yamada Hiroshi Shimizu Tetsuo Iwamura Tomomi Kosaka Frank Paluch Chitoshi Yokota Rick Schostek IN CASE YOUR INTERESTED IN THE FOLLOW UP JOHN MANDEL [ VP PRESIDENT OF SALES AT HONDA] IS IN THE PROCESS OF INVESTIGATING THIS COMPLAINT. More

Smooth transaction This Honda purchase was our second at Ed Morse. We test drove the Accord, and then began shopping the price around to five dealers in our area. Not on This Honda purchase was our second at Ed Morse. We test drove the Accord, and then began shopping the price around to five dealers in our area. Not only did Carlos Datena match our lowest offer, but he earned our business because of his easy-going and helpful attitude. Thank you, Carlos, for a pleasant car buying experience! More

Outstanding Service Trish in Internet Sales was extremely knowledgeable and helpful. She is a true professional who is obviously dedicated to helping her customers. The E Trish in Internet Sales was extremely knowledgeable and helpful. She is a true professional who is obviously dedicated to helping her customers. The Ed Morse staff in general treat you like a valued human being and offer excellent service. I'm looking forward to my next visit with Ed Morse Honda. I highly recommend doing business with this dealership. More

Great car buying experience! This was my first experience buying a car from Ed Morse Honda and I have to say that it was, in a word...wonderful. Right from the start dealing with This was my first experience buying a car from Ed Morse Honda and I have to say that it was, in a word...wonderful. Right from the start dealing with Tony over the internet, he was honest and transparent about his offer. When we went into the showroom and Carlos took over, he was friendly and knowledgeable. Lastly in finance dealing with Pete was a pleasure. I would definitely recommend Ed Morse to anyone. More

Good experience This is our second leasing experience with Ed Morse Honda. We returned with our business because of the excellent, professional, friendly handling of This is our second leasing experience with Ed Morse Honda. We returned with our business because of the excellent, professional, friendly handling of the transactions. Our Sales Rep Carlos Datena made both of our visits good experiences with his personable interaction with us regarding the model choices and gave us hands-on training of the new features of the 2014 Accord and Pilot models. More

Carlos Datena Carlos provided excellent service and it was greatly appreciated. Our car purchase was a very pleasant experience. We need more people like Carlos i Carlos provided excellent service and it was greatly appreciated. Our car purchase was a very pleasant experience. We need more people like Carlos in this world! We would recommend Carlos and Ed Morse Honda to anyone. More

Sales with a smile....But beware Smiles and nice words abound at this dealer. I'm certain that for everyday issues, resolutions are easily at hand. But watch out. This dealership i Smiles and nice words abound at this dealer. I'm certain that for everyday issues, resolutions are easily at hand. But watch out. This dealership is ill-equipped to deal with anything outside the ordinary, and are quick to hide behind Honda USA---another bureaucracy. If your new car is perfect, no worries, but if it is one on the fringe, service it elsewhere. The bottom line is that this dealership did not stand behind the new car I purchased from them, and the car is only 2 months old!!! More

Positive expoerience!! Just want to let you know of my recent experience at Ed Morse. I have been working for Sysco Foods in street sales for about nine years. My Tundra get Just want to let you know of my recent experience at Ed Morse. I have been working for Sysco Foods in street sales for about nine years. My Tundra gets about 14-17 miles per gallon and at 23k miles per year I knew it was time to take a look at something a little more efficient. I went and seen John Baker. He listened to what I had to say and I was able to accommodate my needs. He took plenty of time to help me understand the software on the dash and features and benefits of the Accord.. I ended up buying a hybrid. 45-50 mpg was very attractive. I got a very competitive price, aggressive financing, and service was unparalleled. The staff around John from getting something to drink to meeting with Paul and Louis... Their professionalism was above and beyond, furthermore they supported the sale with service without expectation. My experiences at other dealerships were more pushy and non genuine. The Accord is a great tool for what I do . I saved a ton on fuel. Great experience! These three guys truly made an positive experience in buying a new vehicle. More

Amazing service, great salesman..and still helping us out! My older parents, aged 90 and 84 came to Ed Morse Honda to look at leasing a new Accord. They worked with Bert Walkosak who is a very special gentlem My older parents, aged 90 and 84 came to Ed Morse Honda to look at leasing a new Accord. They worked with Bert Walkosak who is a very special gentleman. He has been great to my folks and helps them learn weekly about how to use the many new features on their vehicle. He was a pleasure for me to speak with and is always available to answer their questions. Bert helps out with a great attitude and is extremely knowledgeable about their car. They had not gotten a new car in 12 years so the features in a newer car were very foreign to them. They are always welcome to make an appointment with Bert and he explains things to them with a smile. This is the old fashioned car service that just isn't around anymore. I strongly recommend this salesman to anyone in search of a new vehicle. Thanks again Bert! Carol Schaffer, DMD More

I came in approximately 2 months ago knowing that my current Honda lease would be ending but was undecided about the car I wanted to lease next. Carlos was patient, answered all my questions, and we te current Honda lease would be ending but was undecided about the car I wanted to lease next. Carlos was patient, answered all my questions, and we test drove the Civic and Accord even though he knew I was just outside a reasonable amount of time to acquire a new lease. He was also understanding in the fact that I wanted to test drive a few vehicles that weren't a Honda and never bad mouthed any other vehicle. He truly earned my respect that day. After test driving the vehicles on my checklist, I made a decision and decided that since Carlos had handled himself in a respectable and patient manner, that I would return to lease my new Honda Civic from him. He was honest, never pushy or overbearing, and truly patient! I admired that and thus it really helped my decision in my purchase. More