Leith AutoPark Honda

I will start by saying that my experience with Autopark Honda was a good one prior to taking delivery of my new purchase. My wife and I went to Autopark Honda to look at used Pilots to replace our Buick R Honda was a good one prior to taking delivery of my new purchase. My wife and I went to Autopark Honda to look at used Pilots to replace our Buick Rendezvous. They were the closest Honda dealer and after researching, we found their prices listed on the internet were competitive. Sunday, March 24th, 2013 Salesman Jason Hill greeted us as we were looking at a vehicle in the showroom on. We told him we were interested in used Pilots and he led us to them. He took us out on a test drive and although he was not admittedly knowledgeable with Hondas as he was just starting at Autopark, he was friendly and courteous. After the test drive we had to leave to pick up our daughter and he also had other customers to help. We said we would be in touch. After picking up our daughter we visited a few more dealerships in the area. Monday, March 25th, 2013 After more research, we decided to narrow down our search to a few Pilots at Autopark Honda. I contacted Jason on Monday and said we would like to test drive a couple more Pilots. Jason was very helpful and guided us on 3 more test drives. We told him were interested in 2 of the vehicles and that we should get our Buick appraised. We scheduled the appraisal for the following day. Tuesday, March 26th, 2013 I brought my Buick to be appraised and was prepared to make an offer on a vehicle. After the Buick test drive was over, I sat with Jason and we negotiated with the mysterious manager on the computer screen. I will say that I purchased my VW Passat at Frema Motors a few years ago where this tactic was not used and my experience was a much better one. However I had some fun with this method of negotiating and settled on what I thought was a decent price. Not a great one, but one I could certainly live with. I paid my $500 deposit and we arranged delivery for the following day at 5PM as my wife needed to be there to sign off on the Buick title. During this time, the topic of financing came up and I mentioned that I secured financing with a bank for 2.09%. Jason said that he didn't think they could beat that and we left it at that. Also we had mentioned that we would like to get roof rails for the Pilot at some point and I jokingly mentioned that I forgot to add that to my negotiations. Wednesday, March 27th, 2013 I began the day excited to pick up my new purchase. In the morning I received my approval letter from Bank of America for my financing that included instructions for the dealership. I assumed a dealership like Autopark Honda would know exactly what to do with the letter I received. I did however decide that if I faxed it over to them before we arrived it might help speed things up. I contacted Jason about sending it over and also if they had any roof rails in stock. He called me back later in the afternoon saying one of the banks they deal with was Bank of America and that they might be able to beat or match my 2.09%. I said that I might be interested if they could beat it but since my mortgage is with Bank of America, I would rather keep a single login to pay monthly bills. I also found this odd since I know that dealerships receive compensation for selling financing products, so why would Bank of America want to make less money in the end? Jason, after checking with management informed me that I would still end up dealing with Bank of America after applying for financing with Honda. He sounded rushed and was pressuring me for the first time. I did not expect to get a better rate but since I was going to stay with Bank of America, I decided to apply. I received a phone call from a very enthusiastic Jason a little while later stating "Congratulations, Mr. Perry! We matched!”. I was not all that thrilled of course since it didn't help my situation at all. I did however realize that it likely helped Jason, the finance manager and Autopark Honda as a whole. For Jason I figured it was merely a pat on the back but for the finance manager, I figured it helped his compensation in some way through commissions, quotas, etc.. My plan then was to; in a- ‘I did you a favor, how about you do me a favor’ -way, ask about getting the roof rails installed on my vehicle. I was also going to mention to them that it would go a long way in convincing me that I should bring my Pilot there for service. In fact, I already bring my VW Passat to Autopark's sister company, Leith VW. But, I never even got a chance to mention the loyalty part. I met my wife and daughter at Autopark Honda at 5PM. We asked for Jason and he came to greet us and he asked if we would like to get started. We all sat down at his desk and got started with the paperwork. He pulled out financing forms and at this point I indicated to him that since I would do Autopark Honda a favor and use their financing, maybe they could help me out and install the roof rails. I was also going to mention the loyalty thing but Jason quickly became offended that I asked about it. We then began to argue about the fact that a dealership profits from selling financing plans. He was also afraid at this point that I was going to walk away from buying the Pilot. I quickly informed him that was not my intention and that I wanted this vehicle. My wife then returned from getting a drink and cooled the air a little. My thought at this point was “Whatever, let's just get this done”. Jason informed me that we needed to provide references for this new application. Since I earlier sent my approval letter in hoping that it could speed up the process, adding more time for this financing application that - I DID NOT NEED - bothered me. So my wife and I mentioned that we should just use the financing I had already secured. Jason then began to try and confuse the situation by REPEATEDLY telling me that it was still Bank of America and it really didn't matter. I was visibly upset and Jason just said “I’m just trying to help you out Mr. Perry.” I’m not sure how this was helping ME, the customer. I was really not in the mood at this time to help Autopark Honda by using this financing but Jason INSISTED it was the same thing since it was Bank of America. I also knew at this point that I was not going to purchase any added coverage during my session with the business manager whether I should or not. I reluctantly allowed the financing application to proceed and could not wait to leave. After waiting and waiting for the application, the paperwork and insurance details to be worked out, I started to calm down and was ready to just smile and leave happy about my new vehicle. Imagine being happy about making a vehicle purchase? We then met Rick Sider the finance/business manager for the first time and sat down with him. I knew what was coming from Rick - "I'll get you out of here quickly but first I'll try and sell you something". Although, I knew there was no chance I would purchase anything from him, I allowed him to try. I declined all coverage plans and started to sign some paperwork. After the paperwork was signed, I asked Rick about the payments to Bank of America and if I will just login to their website like I do for my mortgage or would I be logging into a Honda website. He then looked at me and said "Oh, this is with Wells Fargo", which was not pointed out to me by Rick when I actually signed the finance papers. WELLS FARGO? I almost spit water out of my mouth. I nearly lost my cool right there but thankfully my daughter, while not in the office, was still around and I did not want to embarrass her or my wife. I expressed to Rick that I was told this financing was with Bank of America and that I would be able maintain both of my loans with them. He replied “Oh, so it’s a convenience thing?” He then proceeded to insult my intelligence by suggesting ways I could pay my bills automatically. There was no apology. There was no "let me get someone here to figure out how this could have happened". Just a quick, "oh it doesn't really matter, let's go shall we?" He even mentioned that I could just refinance with a little laugh and smirk! I'm pretty sure that I would not get the same rate if I refinanced. With all the paperwork completed and no more sales for Rick, he was eager to get me out the door. I was very upset at this point but managed to stay calm. As I was gathering my belongings and paperwork near the doors to leave, it somehow occurred to me that I hadn’t received my refund for my $500 deposit. I asked Jason about it and he asked Rick. There was no apology from Jason and Rick asked for my credit card. Rick came back with my receipt outside while we were eager to get out of and I awkwardly signed the receipt with a bunch of other stuff in my hands. I’m pretty confident that had I not remembered the lack of refund, I would never have seen that $500 again. My wife and daughter drove away in the new vehicle and I got in my VW and finally let off some steam. I shouted a few profanities out loud and swore that I would never return to Autopark Honda again! To be repeatedly lied to about the bank and brushed aside by a business I just closed a deal with infuriates me to no end! Rick got what he wanted; another finance customer and another deal closer to his quota. Jason was likely reprimanded initially for not getting me to apply for financing when I faxed my approval letter, but was now congratulated for pulling it together, which easily explains his over enthusiastic phone call to me that did not help me in any way. The way in which this happened after a deal was reached shows the true colors of at least some of the people at Autopark Honda. It shows the lack of integrity and professionalism from businesses that I and many customers appreciate to do business with. I will not be returning to Autopark Honda, nor will I be recommending their services to anyone I talk with. Unfortunately this is also making me reconsider my relationship with Leith VW, to whom I have given several thousands of dollars for servicing my Passat. If only Frema Motors, a dealership with an outstanding reputation for customer service, were a little closer to Cary. UPDATE: I received an apology 5 months later from the Loyalty Manager even though this review was sent to the general manager when it was written. I also updated the review with the employees I dealt with. More