I was treated unprofessional and rudely by service staff Wade Babbitt and Jim Raj 2/9/21 and 2/10/21. I purchased my 2018 Honda CRV EXL from them 7/1/20 and have been pleased with my sales and service experience up until this incident. This is my third Honda purchase so I’ve come to expect the high standards that Honda provides to its customers.
I made an appointment with Wade to have my vehicle’s battery checked out Tuesday, February 9, 2021. The last couple of months the battery was not holding a sufficient charge to start the engine and I’ve had to charge the battery 2 or 3 times. After the battery was tested, Wade said all battery cells checked out ok and he would proceed to charge to battery. I asked him since the battery was 3 years old and vehicle had over 50,000 miles that it might be best to replace it and knew LaFontaine had a 10% Off battery coupon listed on your website. I asked him the price for a new battery and he said he would provide a printout with the price, which totaled $181.58 which was way overpriced. After reviewing the battery quote, I asked why wasn’t the 10% discount applied? Wade said he already applied the 10% discount. I replied that I recently obtained a price quote from another Honda dealership for the same battery for $139.80 (with core exchange) and said LaFontaine’s battery coupon also stated “Also includes FREE installation”. see website link https://www.lafontainehonda.com/service/battery-replacement/ Wade said the battery coupon didn’t include free installation.
I showed Wade the coupon with 10% off and free installation from your website (battery replacement webpage) and he replied that free installation is only for battery replacement for key fobs. I disagreed and asked to speak to the Service Manager, Jim Raj. Jim said it probably was a mistake, but he would honor 10% off and free installation “ONLY IF YOU PURCHASE IT TODAY”. I replied ok and the invoice totaled $148.19.
Later that evening when I reviewed the service invoice more closely and noticed that I was not given the 10% discount. The following day, 2/10/21, I inquired with their parts department the cost of the battery. Timothy Dailey, Parts Manager emailed me; “The 10% discount would put you at $126.00 plus tax. There will be an additional $16.00 core charge if you do not have a core to return. We have the battery in stock.” see attached (Tim Dailey Battery Quote).
I returned to LaFontaine 2/10/21 and spoke with Wade about not including my 10% off on the service invoice. He said I received the 10% off. I showed him the email I received from Tim with the correct discounted price of $126. He said it was nothing he could do and stated that I should be satisfied getting free installation. After that insult, I when to Jim to get it resolved. Jim said he got the price of the battery from the parts department and there was nothing he could do and speak to Tim in parts.
After waiting in line for about 15 minutes, I meet with Tim to discuss the situation and showed him the email response I received from him. As we were discussing the matter, Jim rudely jumps in from of me and interrupts our conversation, and I say “excuse me, it would be respectful of you to say excuse me” and he should of been mindful about keeping an acceptable social distance. He replied “whatever”.
Tim was great in resolving my situation! He was courteous, understanding and patient in solving the problem and making me feel appreciated as a customer.
It's unfortunate I had to experience such a dreadful situation with their service employees Wade and Jim. I just wanted to purchase a new battery and received the discounts I was entitled to, but the unprofessional and unfriendly behavior I received from Wade and Jim discourages me from getting service from their dealership or recommending them to others to purchase a vehicle.