I am saddened to have to write this review, considering at one point I thought highly about this dealership. In the past, I have in total purchased three vehicles and one motorcycle from Rick Case in Davie (Rick Case Honda, Rick Case Hyundai, Rick Case Powerhouse). As my family has grown, I was in search for an eight seat vehicle this year. After much research and shopping around, I had my heart set on the Odyssey. Rick Case, therefore, was my natural starting point. Perhaps I'm wrong for thinking so, but I figured after purchasing four vehicles from them, they would definitely treat my family with a bit of respect and kindness. I was in for an unexpected awakening.
When I arrived at the dealership, I walked into the used sales room, seeing I was looking to purchase a certified preowned Odyssey. Upon entering the room, I was met with no smiles or greetings; only stares. This despite the fact that there were at least three to four sales reps sitting in the office with no customers. Luckily, I saw one smiling face walking in the room (Socca), who I remembered from a previous purchase. She was the only polite person I encountered in this business. After not deciding on a vehicle the first day, I went home expecting to return the next day. While at home, I completed more research and located two Odyssey's I would like to negotiate a deal on. In the morning, I learned that one of the vehicles were no longer available, while the second was still there. Hoping to make a deal on that van, I headed to the dealership and walked back into the used car office. Once again, salesmen were slouching in their chairs inattentive, offering no greeting or smile. Sitting down at Socca's desk, I let her know I'd like to purchase a certain vehicle and I provided her the stock number, which online was listed for $32,500 ('16 Odyssey Touring Elite, 14K miles). She promptly entered the managers office (Carlos Mena) and came back with an sales price of nearly $36,000. I quickly explained that the vehicle was listed online for $3500 cheaper, and that I would not entertain negotiating at that price (NOTE: There were other Touring Elites with slightly higher mileage much cheaper online, too). She went back to the manager to tell him for me. Sometime thereafter, she returned and started to play with the computer, appearing to be looking for the vehicle I wanted to purchase. She then asked me to show her the vehicle online, because she couldn't find it. Having the link on my phone, I opened it. I even recommended she could simply google the VIN or stock number to find the link more simply (NOTE: The vehicle was located as one of their preowned Rick Case "Specials", i.e. it was a special price). She replied to me that it was a "mistake". This really upset me because, if it had been a "mistake", the manager should have come out of his office and politely explained this; not send out the sales rep to pretend to not be able to locate the vehicle online. I explained as calmly as I could in that moment that I was leaving, as I didn't want to do business with deceptive, unprofessional people. As I was walking out, she asked me to stay and allow her to speak to the manager again. I replied that I would stay if he came out to speak to me directly. She told him and he came out. Instead of walking out with a smile, an apology, or a bit of professionalism, he walked out with an attitude, telling me to have a seat (excuse me sir, but please don't speak to me as if I'm a child). I declined to have a seat and simply told him how I felt. He explained that a third party company posts their vehicles online and the price was a "mistake". He offered no apology; only a defense. I recommended that he should have come out at first to explain this to me and he, again being defensive, said "why would I come out?!?" Hmmm....perhaps because you're the manager and should take a bit of responsibility and ownership in your position and company! I was insulted by him and choose to leave without waiting to see if their general manager would honor the price.
Ultimately, I purchased a brand new Pacifica from a more professional dealer instead of an Odyssey from Rick Case. The manner in which I was treated was a large factor in my choice. Rick Case: I remember years ago when your customers were treated with dignity and respect; your employees use to smile and act professionally. Mr. Riley, it is my recommendation that you have your staff attend more focused training on customer relations and service. The old adage "the customer is always right" might not be well liked today, but at the very least it should be "the customer is always to be treated with respect". Also, I recommend to you that in the event that there ever again be an "internet price error", you should implement a rule that a manager should go to apologize and explain the error; not leave it to appear that the dealership is being deceptive. Please understand Mr. Riley, at the end of the day it is not making a deal that would've appeased me, it is the manner in which your employees treat myself and my family. I would've likely have simply found another vehicle to negotiate on, or tried to work on the same van, had it not been for the deplorable manner in which this situation was handled. Instead, you have lost a loyal, repeat customer.
-A Concerned Customer