Sue Lerch | Page 8

Just a Terrific Dealership! Our family has purchased six vehicles from Planet Honda over the years. The reason is simple -- Planet Honda is a Great Dealership! They make the cust Our family has purchased six vehicles from Planet Honda over the years. The reason is simple -- Planet Honda is a Great Dealership! They make the customer very happy in both sales and service! Thanks again Planet Honda your the best! More

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Excellent Very friendly sales representative competent made me feel very comfortable in a very short amount of time I left the dealership and drove away with Very friendly sales representative competent made me feel very comfortable in a very short amount of time I left the dealership and drove away with beautiful car thank you very much More

by JOERUSSOVINO Verified Customer Verified Customer

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We Were Sold a 3-Accident Vehicle as Certified and they didn Vehicle selection 4 stars. Pleasantness of every individual who works here, 4 stars. Vehicle Service, 4 stars. Time spent waiting at dealership for sa Vehicle selection 4 stars. Pleasantness of every individual who works here, 4 stars. Vehicle Service, 4 stars. Time spent waiting at dealership for sales/finance, 3 stars. Customer care and handling certain situations to customer satisfaction, less than 3 stars. After weeks of research and a long day searching for the best certified pre-owned AWD CR-V EXL, my boyfriend and I walked into Planet Honda in Union, NJ on a very busy Saturday afternoon on October 29, 2016, sixty miles from our home in Bethlehem, PA. We had a long wait, but the sales manager noticeably scolded our soon to be sales agent for no one getting to us sooner. We chose Planet Honda for the largest selection of certified AWD CR-V's at that time. We were looking at 2012's to 2014's. After seeing everything on the lot, we were informed that there was a silver 2012 CR-V EXL with video system that had just arrived and was in the garage going through the certification process. They took us back to the garage to see it. We loved it! The salesman took us back inside to talk and run numbers while the vehicle was cleaned. They showed us the Car Fax, which did show 3 "fender benders," but we were assured the vehicle would be certified and under warranty for us. Because of the price difference of this over the newer models, and it being the only 2012 on the lot (everything else was newer or older) and the fact that it was an AWD EXL with the video package (very nice!), we decided to go with this vehicle--it was the most we could afford. We took another close look at it after it was all shiny and new and were escorted to finance. The Honda financial agent we met with to finalize the deal was very professional (5 stars). Finally after about 6 or more hours at the dealership, we were some of the last people there after 10PM. We said goodbye to my old trusty Subaru Impreza and headed home in our shiny, silver new-to-us 2012 CR-V EXL with video package, new tires, and 58,000 miles. When we picked my daughter up from my ex husband on Sunday night she fell in love with the car and it's video package. It even came with a copy of Frozen on DVD. She watched the video while we waited for the school bus every morning that week. On Thursday, November 3, I got a call from Planet Honda. Bad news, they said. "We're very sorry to inform you that your vehicle cannot be certified because it was in three accidents." (Um, yes, you showed us the Car Fax on Saturday October 29 with three accidents, but assured us it was certified and would be covered under warranty). "We need for you to bring the vehicle back. We have four here for you to choose from." We made arrangements for two different baby sitters for my daughter and drove the long 60 miles back to Planet Honda to sort this out. When we got there, there were only two vehicles for us to choose from, not 4 as promised (I had even called back a couple of times after getting the initial call to double check this single fact). One of these two was not AWD, which was an original criteria in our search for a certified CR-V EXL. So, there were not 4 for us to choose from, but one. A 2013 black CR-V EXL with 19,000 miles on it and no video system. Also, by the time we got there that night it was dark, and we couldn't see very well. We needed to get back home to my daughter before school the next day, not to mention we both had work. We looked the only option left over as best we could, had conversations with the sales team and met with a different financial manager who was far less professional than the first and trying to charge us more for this "swap." Plus, the first time, they screwed up the registration. I am the primary driver and it was to be registered with me as such, however, everything was put into my boyfriends name, which I had corrected as much as possible over the past week, but still, they were unable to fully fix these errors on the second visit. We did all the paperwork and were out of there, closing the place down again around 10PM. The new vehicle didn't drive as well as our 2012. The next day, I got to look at it in better light. I had noticed a lot of these, but there were far many more in the daylight… lots of scuffs and scratches on the exterior and interior of this vehicle. Though it was newer it was not cared for like the 2012 we loved. There were also pet scratches, cigarette burns and food caked on in various places still, even though they had cleaned the vehicle. I began to make a list and emailed it to Planet Honda. Also, the steering wheel was crooked. So, we took it back that night with our list in hand. They said they would give us a loaner vehicle and take care of the list. The service manager asked if we had a credit card for the loaner vehicle. I explained, that yes, we both had Visa debit cards, but not conventional credit cards. When we got there early Friday evening, and were escorted to get the loaner car, we were turned away because we didn’t have a traditional credit card, only our Visa debit cards. Here we are 60 miles from home with no way to leave the vehicle to get all the work done it needed because they refused to loan us a vehicle without a traditional credit card. They did keep it there long enough to fix the alignment for us. The car was severely out of alignment (explains why I drove so poorly when we brought it home) and the steering wheel was also out of alignment because it had not been locked the last time the vehicle was aligned, the steering wheel was not locked, as I was told by the service agent that night when he brought the car back to us. Another late night at Planet Honda. We drove the car home and after that there was a lot of back and forth with the dealership, customer service and service team about when and how to get the vehicle back to address the remaining items on the list. Finally we worked out a day at the end of December and the dealership had agreed to provide us with a rental car from Hertz since they could not loan us one, but all rental car dealerships accept Visa debit cards. They needed to be able to keep the vehicle long enough to do all the repairs, and we weren’t able to take a day off work to wait for it. When my boyfriend brought the vehicle back late at night December 30th, I noticed the next day three problems with the tires on the car. 1. There was a nail in the sidewall, 2. There was a chunk missing out of the sidewall, 3. There was a gash in the sidewall. I took pictures of this on December 31, 2016. I still have the pictures on my phone dated as such. I made three calls to Planet Honda that day about this. I left two voice messages and I spoke with a receptionist who promised to get my message to someone. No one called. I drove the vehicle to a local tire place where we pulled the nail out. The tire never went flat. Because I do not drive on highways and my boyfriend was not able to take off work, and because life got very busy (house search and move), I never got my call returned about the tires and I never followed up with Planet Honda. Fed up with Planet Honda, I did have the warranty transferred to Lehigh Valley Honda in February of 2017 and scheduled my first recommended service visit there in April 2017 and they rotated the tires--so the ones with the issues were now on the back instead of the front. It turns out the outstanding issues I had with the vehicle all fall back on the dealership that sold it to me. In the meantime, we had found a new home and moved, gotten a new puppy. Cut to July and August 2017, each time I drop my daughter off to my ex husband (a heavy equipment operator and mechanic, who also drives a 2013 CR-V), he sees my tires on the back and says, “you need to get those rotated to the front. They are in very bad shape and if one blows out while they are on the back, you will have a very difficult time controlling the vehicle.” Finally after hearing this for a few weeks, I fit it in my schedule to call about the tires. I call Lehigh Valley Honda and explain. I spoke with a service agent and their scheduler at length and they both assured me that my road hazzard warranty would cover at least the two tires. So, we scheduled an appointment. I drive all the way over there and I get Trevor as my service agent. I once again ask to be sure everything I was promised on the phone would happen. He said, let me call Ethos about your warranty and take a look at your tires. Trevor looks at the gash in my tire and says it’s dry rot. When he calls Ethos they tell him it’s not covered. Trevor says there’s nothing we can do for you and sends me home. I get home and I call Ethos, Honda, Bridgestone, Planet Honda, Jack Williams Tire Company, Lehigh Valley Honda again. I learned from Jack Williams that it was not dry rot as Trevor said, but an actual gash, which is covered under warranty, as is the chunk missing out of the sidewall, that I also showed Trevor. I learned from Bridgestone, that my tires were manufactured in May of 2013 and I was a few months shy of making the 4 year warranty. Though Planet Honda had sold me the 2012 CR-V with brand new tires on it, they sent me home with the 2013 replacement with the ORIGINAL tires to the vehicle!! Ethos told me all this would be covered and they could work with anyone who will work with them to replace the tires. I spoke with Rob at Lehigh Valley Honda and he apologized profusely and said they would also take care of it and he was sorry for the experience I had with Trevor. I called Honda national service and started a case. Everyone I spoke with there to update my case was very helpful… but I had to away to be assigned a case manager to sort this out and he would get back to me within 2-3 business days. In the meantime, I’m driving 45 minutes twice per day on these tires to take my daughter to her mountain biking mentorship camp at a state park, and our new puppy is along for the ride too, with everything everyone said to me about the dangers of driving these tires in the back of my mind. Finally, I decide to just get the tires done at Jack Williams because it is very close to my home and Lehigh Valley Honda is a 45 minute drive. So, Ethos only covers one tire and I have to pay $650 out of pocket for the other three. Jack Williams said that all my tires were actually beginning to dry rot between the treads and would all need to be replaced anyway. Mind you, about all this. I have driving anxiety and I work from home, so I’ve not put many miles on this car. Also, the rush in August, is because my mileage is at 28,000 and my warranty expires at 31,000. Honda case manager calls me back while I am busy and leaves a long voice message. His message is all about how I need to call the tire manufacturer and get this covered under their warranty. I had already called Honda national service to tell them what I learned from Bridgestone (twice) and my case was updated with this information. My case manager did not fully read it. Because Planet Honda messed up the names, when I tried calling my case manager back, he would not take calls from me. He said he would only speak with my boyfriend. When my boyfriend came home that day, he was on the phone with my case manager. The case manager told him that we needed to take the vehicle to the DMV and get it registered only in my name before he would speak with me. Well, until the loan is paid off, it’s in both of our names. But the registration, is actually in my name on all the PA paperwork...along with my boyfriend’s. My boyfriend explains all this to the case manager, but he keeps reiterating about the manufacturer warranty and the registration and hangs up on my boyfriend as he’s trying to explain to him that he can speak to me and the tires are out of the manufacturer warranty. Everyone agrees the old tires fall on Planet Honda, the dealership that sold me the vehicle. If they had new tires on the 2012 they sold me first, they should have had them on the 2013 (not to mention the video system). Then I get a call back from Planet Honda’s service manager and recount all the latest developments to her. She listens, but says, “we’ve nothing left to discuss,” repeatedly and the call is disconnected. There you have it. Completely dropped by Planet Honda and they are eschewing all responsibility for this situation. I’ve never experienced anything like this during my years with Subaru, in fact, quite the opposite. Each Subaru dealership I visited and every call to their national customer service, they went above and beyond to help me. I only left Subaru because Honda motors last much longer and I wanted an SUV (after having an SUV rental car for 4 weeks during the Takata airbag recall on my Subaru--my driving anxiety was far better in a larger vehicle with tinted windows), and Subaru did not have an SUV at the time. Subaru national customer service even called me when they found out I traded in my Subaru to say how sorry they were to see me go and that they would be coming out with an SUV in 2018, and to call her back to get a deal on it. But for now I have my Honda for the next 6+ years, and because of all of Planet Honda’s mistakes, I’ve recently had to fork out a lot of money on new tires and spend full-time days on troubleshooting and customer service calls as of late. All the while losing hours at work and out on time unpacking and repairing our new home (built in 1920). Planet Honda made a huge mistake and they should have given me a vehicle that was in as good of shape as the 2012. Lehigh Valley Honda has promised to take good care of me going forward, but I’m still living with Planet Honda’s mistakes, which they refuse to own. And, I am living with the fact that Honda national customer service is nowhere near what Subaru’s is, particularly from my assigned case manager, Jeff at extension 117731. More

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The worst place ever I would never go back to Planet Honda. First of all, before I came to Planet Honda, I called them and made appointment for 3 pm. When we came, they o I would never go back to Planet Honda. First of all, before I came to Planet Honda, I called them and made appointment for 3 pm. When we came, they only started talking to us 2 hours later. Then, when we start talking to the salesman, he said that they don't have the same promotion for leasing a car as they have on their website. We were returning 2013 Honda Civic and getting 2016 Honda Civic for lease. We had overage for miles which we had to pay. During signing of paperwork our salesman, his name is Jesus Olivares asked my husband if we want to pay for miles and we agreed to pay. Jesus went to check how many extra miles we have and we paid. Two weeks later we received a letter from Honda Finance and the bill for extra miles. I called Honda Finance and they said I have to talk to the dealership. I called Planet Honda, they transfered me to 5 different people and I was trying to explain the same thing to all 5 people. Finally, one of them said that our manager will call you back and she did. I spoke to Sue Leach and I explained to her what happened. She said that she has to review all paperwork and called me back the next day saying that after reviewing paperwork nothing can be done. She said "it looks like you didn't pay for miles'!" I requested a copy of paperwork where shows that we did not pay. She sent me a copy and something was scratched. They lied to us. This is the worst place ever. Now we have to pay to Honda Finance again. More

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Every man for himself No integrity, lack of assistance to the customer once you drive the vehicle off the lot, railroading sales tactics, lack of a moral compass when it co No integrity, lack of assistance to the customer once you drive the vehicle off the lot, railroading sales tactics, lack of a moral compass when it comes to feeding lies to military vets, lacks knowledge of honda financial service procedures when it comes to working with military, manipulative, and unethical. More

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Unethical Dealership - Do not buy I purchased a new Honda Pilot from this dealership. At the time of the pick up, I noticed that there were couple of pieces missing from the vehicle. I I purchased a new Honda Pilot from this dealership. At the time of the pick up, I noticed that there were couple of pieces missing from the vehicle. I decided to give them the benefit of the doubt to address these issues. The repairs dragged on and took several weeks to address. They also promised a loaner which never materialized (twice!). The Sales guy promised roof racks in exchange for positive customer svc. reviews (which they relay on heavily). I contacted the customer svc. mgr and president, and have never heard from them. This leads me to believe that this is their usual protocol to gain good reviews. I would really stay away from this dealership. And they never fixed the wind noise issue when exceeding 60 MPH - the sales guy returned the vehicle without even looking into it but saying to drive it for a while to see if still makes the noise. It really wasn't worth my time to address any issues with the car as they had no interest in fixing it. More

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Unfair wait for customer service 2 & 1/2 hours to change one tire is a bit excessive. I'm not trying to be mean, I'm just telling it the way it is. I purchased my 2011 CRV from this d 2 & 1/2 hours to change one tire is a bit excessive. I'm not trying to be mean, I'm just telling it the way it is. I purchased my 2011 CRV from this dealership and since then I have never taken my car anywhere else for service, even for tires. I am completely loyal to this dealership and I'm asking myself, why? Besides, it's not like I just went there without an appointment. I wrote on the dealerships Facebook page with criticism and recommendation of my experience but, it was deleted by the dealership's customer service, immediately. After, which, I received a strongly worded email from that customer service rep. She tried to make me feel like I was doing something wrong by writing my experience. This is why I'm resorting to this site. So, please, beware where you buy and whom you trust! I clearly made a mistake. I was given a 10% discount on the service by the Service Manager because of the tremendously long wait but that clearly did not satisfy me. I can't see how that would satisfy anyone?! More

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Have you ever been to a dealership that created you like you were part of their family from the first time you walked into the showroom? PLANET HONDA is just that type of dealership! I just want to share ho you were part of their family from the first time you walked into the showroom? PLANET HONDA is just that type of dealership! I just want to share how I experienced the most outstanding personal care as a consumer. First of all, this is my second time dealing with PLANET HONDA for my SUV Pilot my first purchase was a 2011 Pilot and the services were EXCELLENT in every way even with follow-up calls and making sure that my SUV was service properly. Trust me they will call you when it’s time for service so that you could get the most mileage for you travels which we know we all need in today’s economy. Secondly of all, when it came to me buying a second SUV of course I came back to PLANET HONDA to purchase my 2014 Honda Pilot and again I was created like family again which allowed me to see and know that their service is just like being at a family reunion nothing has changed. PLANET HONDA went beyond the call of duty and was able to deliver on everything that was promised during the sale of the SUV.I was able to see and know in my mind that this dealership is #1 when it comes to their customers. Their customers are their #1 need and as I looked around when I was purchasing my 2014 Pilot everyone in the showroom was engaged in a positive manner with their customers. What a Dream Team they are: the director of sales Eddie Amorin makes sure that everyone is taking care of like family along with the Sales Manager Chigbo Mbaekwe, Kaleem Wyne the Sales and Leasing Consultant (who sold me my 1st & 2nd Honda Pilot) and Levie Frinks the Business Manager. It was just a pleasure to see that it was just like being at a family reunion with people who care that you get the most for your money and of course your time. Even the individuals that I preferred have made purchases and have enjoyed their patience with their customers. It you want a GREAT EXPERIENCE THAT IS #1 you must visit PLANET HONDA on Route 22 West in Union, NJ and you will have an enjoyable experience just like having a family reunion. Thanks PLANET HONDA for being who you are and that is TRUE TO YOUR CUSTOMERS!!!!! More

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My husband and I bought a 2013 Honda Pilot at Planet Honda on Saturday, and we are thrilled with the car, the price, and the service. I highly recommend salesman Steve March. He was not at all the "push Honda on Saturday, and we are thrilled with the car, the price, and the service. I highly recommend salesman Steve March. He was not at all the "pushy" salesman type. He simply presented our options, took us for a test drive, and gave us time to talk over our decision in private. When we got home, we realized that we never got the radio code in case the battery dies, so I went back today, and Steve personally handled the process of tracking the number down. We also got a great interest rate for the loan - an even better rate than my husband, who is a veteran, could secure through USAA, and they always have the best rates. We traded in a 1998 Honda Accord, and we were extremely happy with the trade in value they gave us for the car. I can't say enough good things about our experience. We will definitely be going back when it comes time for our next new car. More

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