Bottom line: Wanted a FAST car buying experience, especially time in dealership at purchase. Didn't get it.
Instead, I had a standard (S-L-O-W) experience that took over 2 hours compared to the 30-40 minutes promised. Very frustrating -- I basically wanted to negotiate an internet purchase and minimize time in the dealership. In this case, they demonstrated they don't know how to do that. For this reason, not a bad group, but nothing better than average (3 star) in my opinion. Details follow.
Before you read on, if you like going to the dealership multiple times, having the salesman help you select a vehicle/options, talk about your family, get to know everybody and be put on his facebook page, etc...stop reading now. This dealership if fine and you'll enjoy them.
I'm not that kind of buyer. I researched in advance, knew exactly what to buy, knew what a decent price is and have no issues with finances, I went to dealer website, asked for quote for exact car I wanted using their on-line inventory and was explicit that I wanted to negotiate everything in advance, arrive at dealership, sign and go (can provide text/email trail if you want it.) Time is very precious and important to me. I also completely filled out credit application, provided all documentation in advance (driver license, insurance, etc) to make the actual purchase swift. I reiterated this with every interaction and made an appointment for a specific pickup time and was there as scheduled.
In spite of all of my efforts, it took over 2 hours after arrival. Why? Simple. No one had done anything with all of the negotiated values and documentation I provided in advance to get things ready. About 30 minutes after arrival, finally saw the sales manager who verified the negotiated price. Then another 15-20 minutes for the finance associate to come by and tell us she had "just gotten the package" and another 15 minutes before we actually sat down to sign something.
Full disclosure, there was a twist in that the salesman I dealt with left the dealership a day before my appointment time. That's a wrinkle for sure. However, I told the new salesman that I'd be happy to pick another day/time if needed it to be ready. He said "no problem" but apparently it was a problem. Given the situation, he did okay and tried to speed things along, he just isn't in a position to force dealership management to do so. Very nice guy and friendly, but I came to buy a car, not engage in idle chit-chat while we waited on management to finalize the purchase. Finance associate was okay -- knowledgeable and once we finally got to the signing part, went very quickly.
Final word: Listen to your clients and find a way to give those of us who don't want to linger at time of purchase a way to do that. Will I purchase another Honda? Probably. Will it be from Germain? Not necessarily, there must be other dealers who provide the service I want.