"Bad and dishonest service"
I posted an abbreviated on-line comment on the DealerRater. Many details I did not include which created two questionable replies from Honda. Let me clarify.
On Tuesday, June 26, I came to the Honda Cars of Rock Hill dealership and was greeted by a sales consultant, Wesley Watts. I was looking to buy a Honda Civic with some special features. I would even decline a test drive, for I know Hondas very well. I drove quite a few of them over the last 35 years. After wandering around the entire lot in the sun, we did not find any matches. Upon our return to the office, I spotted the ideal car on display, so we started from there. I explained to Wesley and his boss, Russ Crumpton, that I needed the car by Friday, June 29th (3 days from then), that my son was flying in to assist the pick-up of the new car and then taking my existing car back home as a gift to my granddaughter the same day. They assured me that the car would be there the next day (Wednesday, 7/27). I took their quote and promised to call them within an hour. At home, I checked my notes and called Wesley with my counter-offer. Forty minutes later, he called back that we made a deal.
On Tuesday (June 26), Wesley told me that the car I wanted to purchase was at their other lot and could be delivered in an hour. I believed him. On Wednesday, I came back to the dealership with a check, ready to close the deal right then – it would have saved me a lot of time. The car still was not there. According to you, “Wesley should have contacted you to say it would not arrive till later on Friday.” But he didn’t! He also refused to do any paper work. As I learned later, they would need a trifle: the VIN number. That is how they “were ready to go ahead with the paperwork”. I asked explicitly if they had a service to bring the car to my home. Wesley explicitly said “no”. That is how they “would be happy to deliver the vehicle to your home or location of choosing”.
Well, we decided to do it all on Friday. On Friday, I picked up my son at airport and headed right to the dealership. Wesley was not there, but when he came back to his office he started to tidy up his files. My son asked: “Where is the car?” Wesley left again. Returning in half an hour, he took a snack break. We asked again, “Well?” Wesley responded, “The car is not here.” We asked, “When it’ll be?” Wesley responded, “In four to five hours, or tomorrow.” Frustrated, we stormed out of his office, now having only a short time to purchase another car, elsewhere. As a result of this eaten up time, we chose to buy a Chevy and didn’t have time to research and negotiate the price – which I would have done (and had done on Honda), if I didn’t waste so much days and time at your dealership. My son needed to leave the next morning for a 600-mile drive home.
There were so many opportunities for someone to apologize for the inconvenience, to offer some sort of remedy (as I learned later, they could lend me any car from their lot until the time they delivered mine), to explain the “miscommunication,” but no one did. The cell phone number in your files has not been active for the past 3 years and when Russ learned of that, the story changed to him having a wrong number and inviting a stranger to get the car. This is for you statement that “Russ Crumpton tried to contact you via your cell phone on record (call and text message)” By the way, the home number listed is current. It was used three times by your staff but not for the purpose you state. You write “Russ Crumpton did apologize to you in person on Friday” and this is untrue too. In fact, I was looking for him in hope that he seemed being quite adequate and willing to cooperate and he could help. He later claimed that he was on the phone trying to get that car and missed us by a minute.
These people, Honda, ruined a unique and big event for my family – a graduation gift for my granddaughter. This fiasco cost my son (and his parents) hours of time, which he could have spent with my wife and me. I feel abused and humiliated whereas you cover them up with your ridiculous legends. I did talk to Russ, he added some more tales and profusely apologized to me. So, in all your future communications with me, please skip this part. If you’d like to remedy this situation, consider trading out the Honda Fit I had planned to purchase, for the Chevrolet Cruz I did purchase, with a cash settlement of the difference in price. Or leave it all as it is but those who are responsible for negligence or overt sabotage of the deal have of course to take part in my losses. I will continue to be vocal with your chain of command, as well as the appropriate business governing agencies.