"Worst Decision I Ever Made"
This is my third attempt at leaving a review. This experience has gone from sublime to nightmarish. At this point, I know there is no hope for a resolution, so I will write this review and leave it where it is. And again, I say to the dealership, when you try contacting me after the fact, or leave some snarky response trying to dismiss me, the opportunity to correct and fix was there.
I purchased a vehicle 9/14/2019. This vehicle was being transferred from a different dealership as Honda of Cleveland did not have the vehicle I wanted. When I arrived three days prior to make the deal, I wasn't given the opportunity to test drive any vehicle as Jeff took me to one Pilot and the power was disconnected. I was asked for a deposit to hold a vehicle and they would obtain the vehicle I desired. Saturday rolls around, and I show up. I don't see the vehicle and am not given the opportunity to look at it or test drive without signing the purchasing paperwork. I point out three times there is a form stating the vehicle is correct no issues, so on and so forth. I advise, as does my wife, that we don't want to sign this form until we've been given the opportunity to inspect and drive. I was assured by Jeff and by Jerry that if there were any issues we didn't have to keep the vehicle. Paperwork is finished and then the nightmare begins: huge scratch down the passenger door, the key fob doesn't respond to commands, the transmission catches, features promised were not present in the vehicle.
I point all of this out, and immediately rather than even trying to present alternatives, Jeff acts like I am making this up. Rodney would rather talk about everyone else's experience with a Pilot than acknowledge my issues. I am made to be the outlier. I've noticed that with this dealership. Look at their reviews on here or Facebook. If someone says something negative, the response is always the same, dismiss that person and point out how everyone else had a positive experience so that person complaining must be the problem. And this narrative continued throughout this awful process.
I go to my local Honda in Chattanooga and describe my problem. I'm told to contact a Chris Harris, as he is the general manager of the Cleveland store. What does he proceed to do, half fix one problem and distance himself from anything else. Literally this guy kept repeating, "I hope you know I did everything I could." Took no ownership of the problem. The transmission still has issues, even though they kept my car for a week and never once acknowledged the problems or bothered to test drive it with me or anything. It still hasn't been discussed despite me telling three people. And that is another thing. I was told the car had parking sensors. Drive away. They aren't there. Rather then even just saying hey our bad, we will fix it. First the proposition is I pay for the whole thing. Then it is we will cover half. Then it's we can't do it but we still put the part in so you are responsible for it. Truly what happened. Three people, Rodney, Greg, and Chris, yes you Chris as you continue to lie and distance yourself, all told me to my face the parking sensors would be integrated OEM into the car. When it wasn't done and I brought this up, the narrative was changed to it couldn't be done and they claimed no one told me it could be done. This despite Rodney standing with me in the service area saying he learned something new. Chris then told me I had to pay for it despite the job I request, and the job they promised not being completed. Then proceeded to look me in the face and say he did everything I asked. No, guy, you didn't. Showed the scratch to the dealership the day I drove away and despite them having my car for 5 days, they still didn't fix the scratch. It wasn't until I complained again that it was finally corrected.
No accountability. Literally a bucket of lies is what I'm driving. Jerry pressures me into getting a car warranty by saying 1. I couldn't buy the warranty elsewhere and 2. it would be more expensive if I didn't include it with financing. Both are lies. They go through AllState extended care which will sell you a warranty direct at a fraction of the cost with less of a deductible. When I went back to cancel the warranty, two different finance people refused, one literally blew in my face at the notion. Still waiting for the funds to be returned. That was six days ago.
I simply asked to be sold the car I requested or give me my trade back. They wouldn't even entertain the notion at fixing the problem. Rodney kept reiterating, we don't usually take them back, which indicates you would, but simply don't want to.
If anything, I am grateful for this experience as it has been the worst of my life. I have learned about fraud and shady business practices and tactics. I will be better prepared in the future for tactics awful dealerships such as this employ to trick people into purchasing vehicles.