Stevenson-Hendrick Honda Wilmington

Misleading Sales Negotiation I recently visited Stevenson Honda in Wilmington and purchased a 2016 Honda Civic. I first met with salesperson Frank Chappell around 10am on 5/27. We I recently visited Stevenson Honda in Wilmington and purchased a 2016 Honda Civic. I first met with salesperson Frank Chappell around 10am on 5/27. We test drove the 2016 Honda Civic. When we got back from the test drive he asked me how we should proceed from there. I said that I would need to negotiate the price, and I noted several times, that I wanted to deal in terms of the out-the-door, total cost, tax, tag, title, fees etc. price. When I told Mr. Chappell I wanted to negotiate the price he called over Mr. Brendan Doyle. At this point it was getting close to 11:30am. I had mentioned earlier that I had to leave at 11:30am to go to lunch and that I would come back afterwards. Mr. Doyle asked me what my no "bs" offer was that I would be willing to pay for the vehicle. After some deliberation I told him the price I could do was $19,000. He said that that was low but he would talk to his higher up and see what he could do. He came back a little after 11:30am and said that his higher up approved of my $19,000 offer. Mr. Doyle then requested that I sign a paper that he handwrote in pen to signify that I would purchase the vehicle for $19,000 upon my return from lunch. This seemed strange to me, but I agreed to sign pending my approval of a loan rate. He wrote these terms on the paper and drew a line for me to sign. I signed the document per his request. I then went to lunch, excited that I was going to get what I thought was a great deal. When I returned from lunch I spent the next several hours with Mr. Kenneth Walker in finance. He told me that there was no more negotiating the price of the vehicle and that we would just be discussing the down payment, loan rates, and WRAP (lifetime bumper to bumper warranty package). We negotiated the price of the WRAP and I agreed to a $10,000 down payment and loan rate. I agreed to pay $10,000 up front, and finance the rest through SunTrust. The total cost I thought I would be paying was $21,546.60 (including the WRAP, taxes, fees, title, etc., not including the down payment), per the negotiation I had with Mr. Doyle earlier, not a $30,000+ figure. I signed the paperwork and left. I had to bring my vehicle back the following week for several reasons: there were scratches under the front bumper, a pen mark on the inside of the driver's door, and the trunk mat they provided the evening of the sale had a substantial cut in it. I received a compact loaner vehicle for a day while they painted over the bumper scratches, removed the pen mark, and ordered a new trunk mat. I went to the SunTrust yesterday to pay off part of my SunTrust loan which I believed would be in the $11,000 range since I thought I had already paid $10,000 up front on $21,546.60 per the negotiation with Mr. Doyle. However, SunTrust said I had a loan taken for the $21,546.60. I was very confused to say the least. I then called the Stevenson Honda dealership and was transferred to finance, only to be met with an answering machine not once, but twice. I called again and the receptionist said she would get a finance individual to contact me when they were available. I waited over 45 minutes with no call back from the dealership, so I drove to Stevenson Honda. I spoke with Frank Chappell about this confusion and he said that Mr. Doyle no longer worked there anymore and that there would probably be no way to locate the paperwork that Mr. Doyle drew up that I signed, agreeing on the $19,000 price for the vehicle. He did remember that Mr. Doyle drew up the aforementioned agreement document for me to sign. He said he didn't think there was anything we could do about this and got the floor manager to talk to me. By the end of my discussion with the floor manager, he said he would read through my paperwork again but seemed hesitant to address the negotiation document that I signed with Mr. Doyle. He said he didn't have the ability to look in the files at that time and stated that I should have known $19,000 for the vehicle was not realistic. Several times during our conversation he smiled and chuckled to himself as if my concerns were unfounded. He then said he would call me tomorrow morning (6/18) after reading my paperwork and talking to his boss. Overall he seemed opposed to investigating this issue beyond the minimum effort, and noted that his job, while involving customer service, also revolves around the bottom-line. Additionally, he noted that he didn't have to help me and that he was just looking into this as a courtesy. After this, he said that this was the end of our conversation and that he had other things to take care of. I was under the impression, per negotiation with Mr. Doyle, that the $19,000 was the total out the door price for the vehicle (including tax, tag, title, fees, not including WRAP). Instead, I was charged an additional ~$21,000 loan from Suntrust on top of my $10,000 down payment. I sent an email to the GM (Patrick Koballa) this morning reflecting my concerns. I then received a call from the floor manager saying that he saw the email I sent to the GM, and that he was done dealing with this issue. I also emailed the owner this morning and have not received a response from her either. This has been a very discouraging $10,000 discrepancy that Stevenson Honda appears to want to ignore, and not investigate my concerns any further. My concerns remain unresolved at this time. 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Love our new Honda Crosstour My husband came in Stevenson Honda on the evening of Memorial Day. We were kind of in a pinch to find a car as our previous Honda Accord was hit and t My husband came in Stevenson Honda on the evening of Memorial Day. We were kind of in a pinch to find a car as our previous Honda Accord was hit and totaled. My husband immediately found the Crosstour and sent me pictures to make sure I liked it. Paul Eggert was knowledgable and wonderful to work with and spent time with my husband going over the different vehicles until my husband decided 100% on the CrossTour. Austin Murray got us financed and my husband called and told me to drive down from Raleigh so I could pick up our new car and return our rental car. Paul and Austin were there and did everything to get us going even though the business technically should have closed. They even offered to return our rental for us. They were the definition of going above and beyond! We were very happy with the service we received and will definitely send our friends to Stevenson Honda! More

dj & gq were a pleasure to work with. the whole staff is A+ This was one of the easiest dealerships I have ever worked with. We already had a make and model on mind and dj made buying easy with being honest and This was one of the easiest dealerships I have ever worked with. We already had a make and model on mind and dj made buying easy with being honest and straight to the point as well as gq made things simple with paperwork. We will definitelyy be back. More

Bravo to Mr. Austin Murray I bought a 2008 Pontiac Solstice GXP Turbo Convertible, a make and model hard to find in good condition from any dealer, from Stevenson Honda in Wilmi I bought a 2008 Pontiac Solstice GXP Turbo Convertible, a make and model hard to find in good condition from any dealer, from Stevenson Honda in Wilmington. I saw it on the internet and made the 100 plus mile trip to check it out and bought it on the spot. It looked and drove like it just came from the factory so I didn't mind the higher price tag as I was buying this car for life. After a short time, however, I found many things weren't right so I contacted the dealership only to get a cold response. The salesman was in limbo and the manager had one foot out the door. After I complained to the "top levels" of management the new general manager, Austin Murray, got right on it and made everything right to MY satisfaction. He even hung in there to get me a new owners manual which the car lacked and without it is near impossible to maintain this car. I would suggest highly that anyone who is looking to buy a new or used car go directly to Austin Murray as he is a man of his word....something very rare in business these days. More

the service department representatives are rude! They are not good in handling customers' problem. Different staff tell different things and when confronted Stevenson staff lies. The staff on service They are not good in handling customers' problem. Different staff tell different things and when confronted Stevenson staff lies. The staff on services hang up phone customers. They basically let us drive a recall car that is very dangerous because they said "there's nothing we can do." I definitely have a problem with this car dealership even from the very beginning. They didn't call us about the car tag when the salesman said he will call. The honda fit car I bought from them, one of the tire kept deflating. I brought it to them to have it fixed but they said they couldn't find the problem. So now I pay $1 almost every month to inflate it. I regret buying honda especially from Stevenson's Wilmington. Their services are poor. Their staff are liars. More

Extremely Friendly and Accomodating George Babich was the salesman who helped us out with our purchase. We were very nervous about the purchase because we had a certain budget we had to George Babich was the salesman who helped us out with our purchase. We were very nervous about the purchase because we had a certain budget we had to stay within. George was not only super friendly, but he did everything he could to get us to the price point we needed to be at. He was never pushy about it either or annoyed by how we would not budge from what we wanted. George mad it happen and we are very pleased with our purchase! Chris is the finance department was also very friendly and funny! He definitely made signing all those papers a little less painful. More

overall, pleasant experience overall pleasant experience. the only reason I gave an 8 on the referral is because I haven't yet had the experience of any problems and using the war overall pleasant experience. the only reason I gave an 8 on the referral is because I haven't yet had the experience of any problems and using the warranties. (and I hope I don't for a very long time :) however, my daughter just had service done under warranty without any hassles, which impressed me so that is why I bought from you, without going elsewhere. I would have been more ecstatic over my purchase if I had gotten the car payment I had said I felt I could afford. I was there a long time, not feeling great, and just wasn't assertive on price haggling at all. I wish car places would really consider the customer knows what they can afford, and if the time comes they cant afford the payment they ended up with, its their problem. I'm still happy about the purchase but this is something many people complain about in general with car buying. More

Fantastic service dept. The service dept. people have great attitudes and also do a really good job explaining things in great detail!! They try their best to get you in and The service dept. people have great attitudes and also do a really good job explaining things in great detail!! They try their best to get you in and out as quickly as possible so that you never have to waste a whole day waiting around on your car!! More

Bought a new car: Pretty Blue CRV. When purchasing the car, it was first very saddening that my 2010 Camaro was worth so little. I thought it would be OK since they were giving me some When purchasing the car, it was first very saddening that my 2010 Camaro was worth so little. I thought it would be OK since they were giving me some great discounts, and it would be an easier car for me to pack grandkids in. I totally love the new car, but when I went to signing, the discounts were not there. Additional charges that were not discussed were there, and even the small promises were forgotten. It was after hours by this time, and what can you really do, your car is already gone and emptied. Don't get me wrong, I love my new car, but OMGolly, we need to see on paper what we will be seeing electronically in signing. The amounts should not be so vastly different. Promises made before signing should be honored at signing. Again, friendly people, and I love my car, but experience, well..... Educational... More

Great cars to choose from It didn't take me very long to find the perfect car. Stevenson Honda had a great selection to choose from. The sales staff I dealt with was very profe It didn't take me very long to find the perfect car. Stevenson Honda had a great selection to choose from. The sales staff I dealt with was very professional and I enjoyed the experience. NO PRESSURE SALES! Thanks Mr. Babich and Chris. I will buy my next car from you but since it's a Honda it will be awhile. Thanks again guys. I love my car! More