Wilde East Towne Honda

Wilde East Towne Honda responded

Thanks for taking your time to write about Sean and Jerry. The pleasure was all ours to be able to work with you. We have a great dedicated staff here working for our customers.

Wilde East Towne Honda responded

Looks like Joe has a great fan out there. Thank you for your business, and your kind review. We are fortunate to have great employees like Peter and Joe working for us to serve our customers. We look forward to seeing you back here for your next vehicle or service.

Wilde East Towne Honda responded

Thanks for writing about your experience with Mike. It is always great to hear how well our staff is taking care of our customers. It is a great reinforcement to continue doing many of our processes, along with the tweaks to make the experience even better for our customers.

Wilde East Towne Honda responded

Congratulations on your, hopefully, new streak! Thank you for your business. It is always our pleasure to work with the great customers we have. We have heard a few times our sales process being likened to buying from family, and that is a great compliment! Thank you again, and enjoy your vehicle.

Wilde East Towne Honda responded

Thank you so much for your business, and your future business. Mike and our service staff do an exceptional job for our customers, and we have been hearing very similar things from other customers. We are happy to hear your experience with our service department was so great.

Wilde East Towne Honda responded

We are pleased to hear you had such a great experience with Joe. Thank you for taking the time to let us know about everything. Feedback from you and other customers help us continually monitor and improve our processes. We understand there is a lot to consider when purchasing a new or pre-owned vehicle. Joe has been a great member of our staff, expressing great care and patience with our customers. We hope to make the process for choosing products for protecting your investment in your vehicle easier by putting things in place to help customers consider the options available from our business office prior to coming to the dealership. With extended coverages, many of our customers like to pay for them with their financing package, and unless it is decided right away, we cannot include the options with their financing. Also, because we have already inspected the vehicle prior to the sale, we are able to offer extended coverage without having to reinspect the vehicle. Once a vehicle has left our facility, when a customer decides to add an extended coverage, we would need to reinspect the vehicle to ensure everything is still working properly. As a result, cost increases. Our goal is to keep the costs down for our customers. We have heard similar comments before, and we are currently evaluating what we can do to make this process and decision easier for our customers.

Wilde East Towne Honda responded

Thank you for your business, and allowing our staff to learn while following Joe through the process. Our staff is always happy to assist our customers and get them in to the right vehicle - whether it takes 15 minutes, or several hours! We look forward to servicing your vehicles in the future.

Wilde East Towne Honda responded

Thanks for the nice review of Jerry and our staff. We appreciate your business and time.

Wilde East Towne Honda responded

Thank you for taking the time to let us know about your experience. We are very disappointed to hear about your experience with Mike. We take customer experience very seriously, and it is disheartening to hear about your experience with Mike. We would greatly appreciate the opportunity to understand your experience better so we may work with our employee to ensure he works with our clients to the standards we hold. We appreciate the fact that you consult businesses on how to conduct business, so what you have to say could be more valuable that someone else may offer up. We are happy to hear your experience with the rest of the dealership was much better. We aspire to create customers for life, and if we have staff that are expressing poor customer handling skills, this is something we need to know about. Please feel free to respond through this messaging system, direct to my email or with a phone call. I am in the office Monday through Friday 8:30 - 5:00. My contact information is below. Chad Wojtysiak Customer Relations Manager Wilde East Towne Honda 608-316-2308 cwojtysiak@wildeeasttownehonda.com

466j responded

Sure, let me know what you want to know.

Wilde East Towne Honda responded

I am curious to know more about the experience you had with Mike Buske - as it appears that is the only area you had an issue. What is it that came across as not being interested - many of Mike's customers enjoy working with him, so your experience is not normal from what we hear. That being said, I am curious to know what transpired to make you feel that way. If we need to work with Mike in a particular way, that would be good to know. We are very concerned with how our customers are treated - we know that your experience with our staff will determine many aspects of our success. Thank you for your time, Chad

466j responded

Everything began fine. My first conversation with Mike was pleasant. I had some specific questions about the vehicle and the ones he did not know the answers to, he agreed to get back to me on. He did respond with answers to some of my questions but not all. That is fine; I can understand his skepticism to me as a prospective buyer, living 150 miles away. But his tone had changed for some reason and I felt as if I was putting him out. Again, not a big deal, I simply wanted to confirm a few things before I spent a day and that of my friend’s to purchase the truck. If that meant I would have to deal with a “difficult” sales person, so be it. A few days go by with me asking a few questions, most do not receive answers and most of them I have to call Mike to follow up on. Some of the more frustrating exchanges occurred when I made an offer on the vehicle of $15,500 (asking ~$16,800). Mike, “spoke with his manager” and explained to me that, “his manager would rather sell the vehicle the vehicle to the middle east, because they are very desirable over there.” I shrugged off this condescending response. Another frustrating exchange was over whether or not this vehicle had gone through the frame recall program, and if the frame was new, rusty, or undercoated. He claimed that the vehicle had a new frame, it did not. Mikes responses to me were stressed and short. He was not very helpful. At this point, I’m a little disappointed that I was not getting much cooperation on a vehicle that I was planning on buying, but I was not upset. I believe I submitted my finance application on the 29th. I explained that I planned to visit the dealership on the 30th if everything worked out, my friend was available, and I had a couple questions answered. I would not make the trip unless I was sure on the price and was approved for financing. There was no other time that I could make the trip. I waited for the response from the lender for several hours (4-6hrs). I finally called in the late afternoon of the 29th to find out why it was taking so long. The person in the finance department found it odd and understood my frustration. Another hour or so passed and I called again. I was told that the lender had closed for the day. This was frustrating and hard for me to understand. I know dealerships sell cars, and obtain loan approvals until they close. The finance department said he would contact the lender at home to speak with him. I waited another couple hours and still had not received an answer. Finally around 7:30 or 8:00pm I left messages for Mike. He returned my call a while later and did not seem interested in dealing with me at all! At this point I was very frustrated and did not understand why it was so difficult to buy this vehicle. I explained that my trip on the 30th was dependent on a couple things on his end, one was financing and the other was a discussion on price. I know better than to spend a day, and that of my friends, to travel to a dealership when the price had not been agreed upon. Obviously, it puts me in a poor negotiating position as I will not likely walk away from the sale after investing so much. Mike, still frustratingly unable to qualify me as a customer, explains that Wilde is not a haggle dealership and that the prices are fair. Obviously, this is not true. He then explains that he would not discuss price unless I was at the dealership. I relied, “that will not happen.” To which he replies, with the first hint of excitement yet, “I will just cancel the appointment then.” I asked to speak with his manager. I called the dealership on the dealership line to ask for the manager, I briefly explained the nature of my call to the receptionist. She seemed alarmed and explained that the manager is at his desk and she would transfer me right away. I was sent to a voice mail! I called again and explained this to the receptionist and I got the manager on the phone. I explained my experience with Mike and that I did not want to deal with him anymore and I still had not received any information on financing. I explained that all I was trying to do was get two questions answered. One was price, the other was financing. I had, by this time, given up on any of my other questions receiving any sort of attention. The manager was easier to deal with, he still attempted to explain that Wilde is a no haggle dealership, but he quickly recognized that that wasn’t going to work, and that if Wilde would simply get out of the way, they could sell this truck in a matter of minutes. He asked at what price I would like the truck, I replied $16000 out the door. He replied $16400. I said deal. At that very moment acceptable financing numbers came through. I said I would see him in the morning. The process took maybe two minutes. Once at the dealership, I found a nice clean dealership with a polite staff! I was disappointed to find that the entire incident was ignored and I would still have to deal with Mike. I found him unpleasant to deal with and not a personable person. Which is fine, I don’t need the formality of a sales person, but when the function is also void, the car buying experience is very unpleasant. And not deserving a positive review.

Wilde East Towne Honda responded

Thank you for taking the time to put this message together. After a quick read, I can already see a couple of places that I am surprised by what happened. We will definitely be reviewing this message with the management team. I will be letting you know the corrective actions we will be taking. Please accept my apology on behalf of the dealership. This is not the kind of experience we expect our customers to receive. We look to build customers for life, and this interaction does not align with that desire. Thank you again for following up. Sincerely, Chad Wojtysiak Customer Relations Manager Wilde East Towne Honda cwojtysiak@wildeeasttownehonda.com

Wilde East Towne Honda responded

Thank you again for your previous review and correspondence about your experience. We have begun evaluating our staff to determine which staff will be able to handle our online customers to ensure better online experiences. We have also been conducting employee reviews and continue to do so to focus on areas of improvement for our staff. Since the time you wrote this review, we no longer employ your previous sales person. With regard to your request for a new staff member to work with, we have also addressed this concern. Any time a customer is not comfortable with their rep, we will find someone else to work with a customer. There are times that personalities just do not mesh well and we want to be sensitive to that. We apologize for not providing that service to you originally. When discussing this with the manager that you worked with, they were unsure why they didn't provide someone else to you too. Every customer is important to us, whether at the dealership or not. We understand there are many reasons someone may be calling or emailing, and we wish to work as best we can with those individuals. Thank you again for bringing this to our attention. Your review was very helpful in many of our recent discussions. Our management team is very interested in every opportunity to improve. Regards, Chad Wojtysiak Customer Relations 608-316-2308

Wilde East Towne Honda responded

We've been in contact with this reviewer about their experience and have had many focussed discussions about our process and ways to improve. The employee he dealt with is no longer with our dealership, and we continue to stress the importance of working with our customers in the most professional way possible. Our management team is focused on delivering outstanding customer service, and we are disappointed when we fall short. We appreciate the opportunity to hear from our customers and improve our processes to better serve our current and future customers.