Vinny Werdann | Page 9

Honda of Hackettstown responded

Thank you for the feedback and review. We are happy to hear that you had a great experience working with Jessica and Vinny at our dealership. We apologize for the unfortunate experience that you're having with the out of state registration. While we strive for excellence, some times things do not always work out perfectly and we apologize for this. In an effort to provide you with excellent customer service, we had a brand new Honda delivered to you for you to drive at our expense until your motor vehicle paperwork is completed so that you can continue the great experience and without any complications. We have many Pennsylvania residents who purchase and lease from us with the same great experience that you had and with no issues for motor vehicle paperwork. Your experience is unfortunately an anomaly for us and is absolutely uncommon. We are making every effort to have your motor vehicle paperwork ready as quickly as possible. Again, thank you for the feedback about your great experience working with Jessica and Vinny for your Honda CR-V from Honda of Hackettstown.

Honda of Hackettstown responded

Margaret, I have spoken to our General Manager, Joe regarding your message to him. Joe is not in the office today, he asked that I reach out to you to ensure that I personally take care of everything for you on his behalf. We apologize deeply and sympathize with you on your loss, you have our deepest condolences. I had called you on both numbers we have on record for you, please return my call when you're free. I was unaware of your situation with your back injury and I'm also very sorry to hear about your loss and struggle with the Trailblazer and your husband. I don't have the words necessary to make things better for you, and for that, I am sorry. I do however, believe I have a solution for you. I'd like to arrange for an SUV to be delivered to you as soon as possible. If needed, you can take your trip to OBX with it if we don't have your paperwork completed by then. Please call me at 908.852.6200 ext 403, I'd like to arrange for the delivery of this vehicle to you and of course to work around your schedule. I want to do my best to right the situation for you and to do everything possible to ensure that this is never repeated again. Thank You, Ronny Hakim Honda of Hackettstown 908.852.6200 ext 403

DisappointedinPA responded

Thank you for your response. It is one of the few I have received when contacting your dealership. For example.I sent a detailed message to Joseph yesterday and called early this morning, I haven't been contacted. While I appreciate the loaner vehicle, its a car. I had back surgery several years ago on my L5S1 disk and suffer mobiity and nerve damage. Getting in and out of a low car is difficult and at times, painful, and why I bought an SUV and not a car. I sold my Subaru Legacy for that reason. Please do not misunderstand, I am beyond grateful to have the Honda Accord for my use. From my end you must understand that this is out of my hands and I was guaranteed at the time of sale that my plate arrive in 20 days. I began calling the dealership on the 31st of August. When I spoke to Justin I was told this is a common occurrence and plates never come in twenty days. The twenty days is no longer a relevant issue as on Saturday the 12th, Charlie told me that my paperwork wasn't sent because the dealership was waiting for the title, which came the week of the 7th. So, Vinny guaranteed it in 20 days, Justin said plates from PA never come in time,be patient, when Charlie told me my paperwork was sent and suggested I would get it on the 8th, and After leaving several messages on Thursday and Friday, talking to Charlie on the 12th, I learned for the first time that my paperwork Had not been sent until the week prior. Had Vinny told me that my plate wouldn't come in twenty days and I would have to battle, and then be virtually ignored I would never bought the SUV. You wouldnt be hearing from me and I would have found something local. I put my trust in your dealership, expected return phone calls when I left messages. I expected honesty, but so many different versions of the same story have unfolded. Yes, the loaner car was much appreciated, and as you point out, at your expense. Through no fault of my own, I cannot drive the car I bought. That outcome, no matter whether the paperwork was or was not sent, was totally in your hands. If you've had shoddy service from the folks who process the paperwork, as Charlie stated, and you continued to use them understanding that a customer would be unhappy and out of their vehicle, that too is your responsibility. In a week and a half I'm leaving for vacation, two adults, two dogs heading for OBX. I purchased the SUV with the trip in mind. I was thrilled with my purchase, the perfect trip vehicle. I have no idea what I will do if I can't drive my SUV.

DisappointedinPA responded

Thank you for your response. It is one of the few I have received when contacting your dealership. For example.I sent a detailed message to Joseph yesterday and called early this morning, I haven't been contacted. While I appreciate the loaner vehicle, its a car. I had back surgery several years ago on my L5S1 disk and suffer mobiity and nerve damage. Getting in and out of a low car is difficult and at times, painful, and why I bought an SUV and not a car. I sold my Subaru Legacy for that reason. Please do not misunderstand, I am beyond grateful to have the Honda Accord for my use. From my end you must understand that this is out of my hands and I was guaranteed at the time of sale that my plate arrive in 20 days. I began calling the dealership on the 31st of August. When I spoke to Justin I was told this is a common occurrence and plates never come in twenty days. The twenty days is no longer a relevant issue as on Saturday the 12th, Charlie told me that my paperwork wasn't sent because the dealership was waiting for the title, which came the week of the 7th. So, Vinny guaranteed it in 20 days, Justin said plates from PA never come in time,be patient, when Charlie told me my paperwork was sent and suggested I would get it on the 8th, and After leaving several messages on Thursday and Friday, talking to Charlie on the 12th, I learned for the first time that my paperwork Had not been sent until the week prior. Had Vinny told me that my plate wouldn't come in twenty days and I would have to battle, and then be virtually ignored I would never bought the SUV. You wouldnt be hearing from me and I would have found something local. I put my trust in your dealership, expected return phone calls when I left messages. I expected honesty, but so many different versions of the same story have unfolded. Yes, the loaner car was much appreciated, and as you point out, at your expense. Through no fault of my own, I cannot drive the car I bought. That outcome, no matter whether the paperwork was or was not sent, was totally in your hands. If you've had shoddy service from the folks who process the paperwork, as Charlie stated, and you continued to use them understanding that a customer would be unhappy and out of their vehicle, that too is your responsibility. In a week and a half I'm leaving for vacation, two adults, two dogs heading for OBX. I purchased the SUV with the trip in mind. I was thrilled with my purchase, the perfect trip vehicle. I have no idea what I will do if I can't drive my SUV.

DisappointedinPA responded

Every person who walks into your dealership has a reason for their purchase, first car, child graduated from college, trading in a worn vehicle. My husband of 23 years died November 2010. I was beyond broken for a year. During the first six months, I left his Chevy Trailblazer exactly where he had parked it. When it snowed, I cleaned it off. I sat in his seat every now and then, started the engine and wept. One day my Subaru needed repairs, and After debating for a time, I put the keys in the ignition and pulled out of my driveway in his truck. For his memorial service in OBX, I drove his truck in the middle of the caravan, as we had done for years. I found that while I drove his truck, it was like he was there for the ride. I never drive my Subaru again. Unfortunately, his truck, although a great reminder of him, was also a money pit. Every few months something would go wrong, large costly repairs. Still, I couldn't part with it. A few months ago, after spending thousands of dollars in repairs, another large repair was needed. I was at A crossroad and had to decide what was the best choice of action. After discussing the situation with friends, I decided it was time to let go. It was after all, only a truck, not him and he would never be back to drive it. Since the Subaru had been sitting for so long, I had it towed into a,mechanic for reconditioning, meanwhile, I went car shopping. I sold the Subaru two days after I got it back from the mechanic. Between the time I sold the Subaru and Trailblazer, I found you. Once I bought the CRV, I knew there was no going back, I would have to go through with the sale of his truck. It was the.biggest step forward I had made in five years, and the hardesr. Still, when I drove the CRV off your lot, I felt alive again. I was thrilled. Now, I sit in limbo. I don't have his truck, and I cannot drive my CRV. I cannot even begin to tell you what this feels like. Defeat. It feels like Defeat. 7

DisappointedinPA responded

Ronny, I'm still somewhat shocked at your prompt, pleasant, and helpful responses. I just can't thank you and Joseph enough for trying to correct the situation. Thank you, truly, from the bottom of my heart, thank you!