Serra Honda of Sylacauga

Serra Honda of Sylacauga responded

First and foremost, and with great sincerity I apologize on behalf of the entire family here at Serra Honda of Sylacauga. If we somehow portrayed an attitude of indifference or presented, even in the slightest of perceptions that we are not completely committed to your total satisfaction, then therein our major opportunity lies, and with always is my primary concern. We pride ourselves on being professionals, ones who constantly strive to make every customer feel as if they are a part of our extended family, the family of the “Serra Nation”. Of course as I am sure you already know, I was appalled upon receiving your personal feedback and I can assure you this is not something I take lightly. I am reviewing all information now and I will get to the bottom of this. Forgive me, I find that I am in an unfamiliar territory; since being named General Manager here just three short months ago, I have yet to entertain a negative customer review of the services we offer. However, you can rest assure that I am where “the buck truly stops”! Further, I will find a solution to please you; no excuses. I give you my word on that. I was made aware of this obvious unwarranted experience due to the affiliation we have with the online support services offered by our valued partnership with DealerRater.com. When I reviewed the attached that had been forwarded to me, I immediately began an internal investigation as to where the "breakdown" occurred. From what I have gathered thus far: 1. Previously you had purchased a Honda from us (roughly about a year and a half ago). 2. Recently you had suffered an accident so severe that the Honda we had sold you was damaged to the degree that the insurance company had branded the title as a "total loss". 3. Shortly after this incident you had purchased a KIA as a replacement of the total loss vehicle. 4. You have a current outstanding balance (pay off) on this KIA that was offered as a potential trade towards the purchase of a Honda. 5. One of the conditions upon trading was in keeping your monthly commitments the same or close to the same as to what you are currently paying on existing transportation (KIA). 6. After leaving upon initial visit, you were contacted by sales associate and asked to return the following day (Saturday). However, at that time you were unable to commit to a specific or appointed time with which you could designate the time necessary to review your options. 7. When you arrived that following day (Saturday), your sales associate was found assisting another guest. Upon arrival aforementioned sales associate requested that another sale associate assist you until such time they could re-assist you from that point where prior negotiations had been suspended due to a time obligation. I can only hope at this time I have an accurate account thus far. And as aforementioned, my investigation is now forgoing. I respectfully request that you contact me personally at 256.245.5000 x 2126 so that I might be able to review any opportunities that might exist that may have been overlooked. Also, to extinguish forever any lingering concerns that might have resulted from our inexcusable failure to communicate effectively to our customers. Again, our commitment: “Provide our customers with complete satisfaction”. I look forward to hearing from you soon and earning, better stated: "maintaining" our past and forward thinking, future relations. All the best, BOB BENSON General Manager, Serra Honda of Sylacauga bbenson@serrahonda.net 256.245.5000 x 2126

Serra Honda of Sylacauga responded

I see now that the financial institution did not see what we saw, and that is your perfect credit as it remains today, excellent. The interest rate they presented was not inviting, do you have a resource that we do not have that might get your payments to where It normally takes about 38 months (on average), for a customer to become equitable in their trade (depending on previous negative equity, down payment, etc.) I offer my assistance and ask for you and your husband to come by and allow me to take you to lunch so I can speak with you, all in an effort to prove that I am genuine. I hope you realize how very important it is to me to show you how much we appreciate the opportunity to serve you. Call me and let me know when you might be available, 256.245.5000 x 2126. I understand if you cannot forgive us, I wished I had known before it got to this point, at least you would know beyond a doubt, we are straight forward. Bob Benson 256.245.5000 x 2126 404.376.8493 (Cell)