Peter Bothe | Page 34

Wilde East Towne Honda responded

Thank you for taking the time to write about your experience here at Wilde East Towne Honda! We are pleased to hear about the great experience you had with Peter, Justin and Eric. We are proud to have such a great staff. If it is not too much to ask, we would greatly appreciate it if you would be willing to write post your review to another third party review site for us, on cars.com. For ease and convenience, you simply could copy and paste the review you did here over to there! I will provide the link here for convenience: http://www.cars.com/dealers/2476125/wilde-east-towne-honda/reviews Thank you again for your business, we look forward to servicing your vehicle needs in the future as well! Kind regards, Chad Wojtysiak Internet Manager Wilde East Towne Honda 608-316-2308

Wilde East Towne Honda responded

Hi Rachel, My apologies. After reading more information from you, it seems we may not have had all the details. It was not my intention to say it was your fault how the events unfolded. I wanted to share with you the timeline as we understood it. I tried to call you to talk to you in person, as I feel I may have miscommunicated our intention. I would appreciate the opportunity to talk to you on the phone about your experience, as I would like to hear it from you firsthand - and not from the perspective of our staff. Ultimately, it is more important that we understand what our customers are feeling, and how we can alleviate that and train our staff to help facilitate our customers. You can reach me direct at 608-316-2308. Thank you for taking the time, and please accept my apology. I look forward to speaking with you on the phone soon. Sincerely, Chad Wojtysiak 608-316-2308

Wilde East Towne Honda responded

Rachel, Thank you for the opportunity to speak with you the other night. I am glad we were able to clear up our intentions of reaching out to you. Our goal is to provide the best experience possible for our customers, and gathering valuable feedback from our customers is the only way we can make those improvements. From talking with you, it sounds like there were a couple of areas that we ran in to a problem - the first, and one we are already working on, is being sure we have the appropriate staffing to ensure our customers are given the adequate one on one attention we desire for a top notch experience. I apologize that we were understaffed, and as a result your level of service suffered. The second area to note has to do with our finance process. As we discussed, had the business office spoke with you and informed you of our process, we may have been able to save you some time, and been on the best priced vehicle for your situation much more quickly. This is something we were also discussing with our business office prior to our phone conversation. After speaking with you, it only drove the message further home that we need to have our business office touch base more quickly and inform our customers of the process - especially if we are trying to find them a better financing rate. Again, I would like to thank you for taking the time to speak with me the other evening. We appreciate the opportunity to look for ways to improve, and your feedback has been very helpful. Please let me know if there is anything I might be able to assist you with in the future. Sincerely, Chad Wojtysiak Internet Manager Wilde East Towne Honda 608-316-2308

Wilde East Towne Honda responded

Hi Rachel, we were hoping you would be able to update your review sometime. We do appreciate your feedback, and continue to look for areas we may be able to work on. We look forward to your updated review. Regards, Chad Wojtysiak

xrudekramerx responded

All of these answers seem very logical. At no time during the process was I given an explanation for anything. When I arrived at the dealership Charlie was busy with other customers and told us to go drive the vehicles for awhile. He said he should be done by the time we got back. I told him I was pre-authorized by my credit union and so it was his choice to push us past when their office closed. It is true that I started with the Mazda although I told Charlie that it was out of my price range from the start he said "let's see what we can do, we can probably do something." I was honest up front and told him that the price would have to come down for me to afford it and still he insisted we try. Despite my notice to him before ever driving the Mazda he seemed surprised that it was out of my price range. Again, I was VERY honest about this. Once we switched to the Traverse I was not given any information as to what the process was supposed to be. I know that more attempts were made to find other lenders to buy in, and in fact one other option was presented to me that was a higher monthly payment than my credit union. this was at around 11:45. They told me that I had to use this lender because my credit union said they were missing the verification of income. I called the underwriter at my credit union myself and got the verification taken care of before my bank closed at noon. When closing, warranty information was not mentioned at all. Perhaps the assumption was made that someone else at some point had spoken with me, but that hadn't happened. Also to clarify, I think your records are mixed up because [I'm fairly certain] it was determined Friday night that the Mazda wasn't going to work for us. II know this because my husband was with me for that conversation and he was not with me the next day when I went back to get the Traverse. Friday night they weren't able to get any lenders to pick up the loan for the Traverse and so I had to come back on Saturday. I kept asking "why are we going through all this when I have a lender lined up"... Charlie said "we are just trying to make sure you have the best deal". that wasn't true though. Saturday when I came back we spent the whole time waiting for another lender and almost missed the credit union hours again and if I hadn't called them myself - we would've missed it and then I wouldn't have bought the car there. So Please excuse me if I sound more irritated now, but the "file" regarding how my sale process went down is slightly incorrect. Next time, when a customer says "this is out of my price range", don't try to push them into it, wasting their time and then blame the customer for not being able to work the amount into "their situation". What started out as a good experience has now RAPIDLY been plunged into a slap in the face. I knew what I could afford and would never have tried for the Traverse if I hadn't been told "we could work something out".

Wilde East Towne Honda responded

Good evening, my Dealership participates in the DealerRater Certified Dealer Program. We are committed to providing high quality customer service, but based on your DealerRater review, you did not share that experience. That is very disappointing to us, and through this program we have the opportunity to work with you to resolve any issues with your experience at our dealership. In order to better work with you, it would be helpful to get together with my staff that you worked with as well. There are times when there may be a slight miscommunication that causes a larger mess - and I always want to be sure we have insight from everyone involved. We are continually looking for ways to improve our processes to ensure the highest level of service is offered to our customers. Our management team has discussed this, and our dealership is willing to buy back the vehicle from you, and cover the costs of taxes for you to return the vehicle, to make everything right for you. The last thing we want is for a customer of ours to feel as though we are trying to take advantage of them. You can reach out to me direct at 608-316-2308. Chad Wojtysiak Internet Manager Wilde East Towne Honda cwojtysiak@wildeeasttownehonda.com

Wilde East Towne Honda responded

Good afternoon Rebecca, Thank you for getting back to us about your concerns. I can appreciate you not wanting to go through a process that you may not be overly comfortable with. Buying a car is a large decision, and something you will have for quite some time. It would probably be better to have us buy your vehicle back, and get out of the car altogether since it is less than you would like. However, if this is not something you are comfortable with doing we can take care of the contract cancellation. We would need to have you come in to process the necessary paperwork. We are unable to do this without having you sign some documents. I will let my business office know of your intentions. We are still reviewing the oil changes and will get back to you. Our standard oil change prices are straightforward. Your vehicle, Civic Hybrid if I am correct, takes 0W20 (synthetic oil). That would run $39.95 plus tax. Please let me know if you have any questions. Regards, Chad Wojtysiak 608-316-2308

Wilde East Towne Honda responded

Hi Becky, Thank you for stopping in the other day to take care of that. I am sorry that I was not prepared for your arrival. Normally I would have access to my email more regularly, but with our grand opening event we were having yesterday I was away from my desk virtually all day. To answer your question, when the service agreement is cancelled, you will receive the taxes on the amount as well - back to your loan. The time it takes to process should about 4-6 weeks before you see it reduced from the amount financed on your vehicle. We discussed the oil changes as well. What we can do for you is provide the oil change services to you at our reduced employee price of $29.95 per oil change for your first three oil changes - which should cover your first two years. We will also offer a discount of 10% on any other services that you may need performed in that time as well. I am glad everything went so smoothly for you with Peter. If you do change your mind, and would still like to return the vehicle - we will still stand by our offer to buy the vehicle back from you. I believe we have made a concerted good faith effort to take care of your concerns. I understand that your experience still may not have been perfect - however I believe the current review you have written for us does not represent our dealership and how we wish to take care of our customers. It would be appreciated if the review could be updated taking that in to consideration. If for some reason, you still feel differently, please let me know. Thank you again for bringing this to our attention. Chad Wojtysiak 608-316-2308

Wilde East Towne Honda responded

We appreciate your feedback and the opportunity to improve our processes. We were surprised by your comments, as we thought when you left you were very pleased with your purchase, to the point of even giving the finance manager a hug. From speaking with our staff, there was a payment that was agreed upon and we were able to provide a package to protect your investment for just $10 more than the original agreed upon payment. The package made sense at the time, and you decided to purchase it. When you let us know you no longer wanted the protection package, we let you know it would be a simple process to come in and cancel - and you did just that. Commenting how easy the process was to cancel the contract, and how pleased you were. Your preowned 2009 Civic Hybrid was a certified vehicle, which means it is held up to extremely high standards, and goes through a rigorous 150-point inspection. If you believe your vehicle battery is having an issue, please bring it in so that we may evaluate it, as that is covered under warranty. As for the windshield, surface scratches cannot be resurfaced or filled - like a chip can. If the windshield had a chip, it would have been filled. If the windshield were cracked - it would have been replaced. We don't know what may have transpired once you left the dealership, but we were disappointed to hear about how unhappy you became with your purchase. We did attempt to address your concerns, to the point that we actually wanted to buy your vehicle back from you. Based on the concerns you had about the vehicle, we were quite surprised that you did not want to let us buy your vehicle back, completely refunding your money to make you whole. We did still provide you with discounted services for your vehicle, as we are confident in our staff and the high level of service provided by our service and sales department, to give you the opportunity to use our service department at a discount on your regular service items. We feel we have made reasonable efforts to provide you with the outstanding service we expect from our team.

Wilde East Towne Honda responded

Thank you Becky, we do appreciate that. For the time being, this response is posted publicly. Once your review has been updated, we will change it. I am happy that we have been able to work with you on this. Please let me know if you have any questions at this point. If you would like to set up a time for our service department to inspect the battery, we are happy to set that up as well. Thank you, Chad Wojtysiak Internet Manager Wilde East Towne Honda 608-316-2308

Wilde East Towne Honda responded

Hi Becky, I hope you are doing well. It has been a very busy month here for us! I just wanted to follow up with you about your review. You had mentioned you were going to update your review, we've been waiting anxiously to see the update. Please let me know if you have any questions at this time, or how we may be of service. Chad

Sadnewbuyer responded

I received your message from DealerRater. I'm glad to hear that you are committed to providing high quality customer service and that you'd like to make everything right for me. Let me share a few things you can do to help make that possible. As I've driven the car, I've come to a sense of resignation with its faults. I'm not inclined to go through another car-buying experience at this time, so I'll decline your offer to purchase the vehicle back. I also decline your offer to meet with your staff. I'd like to give you the opportunity to build a positive working relationship with me. There are three things you can do to help me have a better view of my experience. One is to cancel my service contract. I felt coerced to accept the offer, and now that I'm away from the situation I can see that it doesn't suit my needs. The second thing you can do is to provide me with free oil changes for two years. Working with you regularly over time, without pressure or cost, would be an ideal situation for me to develop trust in your customer service. Respectfully, Rebecca Otte

Sadnewbuyer responded

Thanks for your reply. I look forward to hearing about your decision on the oil changes. I'll stop by this afternoon to sign the paperwork to cancel the service contract. One resource for employee education on non-coercive language is Mary Kay Reinemann. You can reach her at mkreinem@charter.net

Sadnewbuyer responded

Chad, I was really happy with how easy it was to cancel my service contract. Please extend my thanks to Peter as well. I'm curious, when the $1250 gets taken off my loan, will the tax on that amount (about $70) also be taken off? Thanks, Becky

Sadnewbuyer responded

I'm planning on changing my review, but I'm out of town and haven't had internet access. Thanks for your response, Becky