BUYING A CAR SHOULD BE FUN!!!

Buying a car should be fun. (“SHOULD BE” being the operative words in that sentence) One would imagine that purchasing a vehicle in today’s economic climate that a sales team would be tripping over themselves at the opportunity to help a customer. WRONG—well, I guess it depends on what dealership you are shopping. It certainly was not the case for me at the Hall Honda Dealership in Virginia Beach. I am not a high maintenance person on most occasions, but when it comes to spending thousands of dollars, I try to pay a little more attention to detail to insure that I am getting a good deal, getting my money’s worth, and getting what I am told I will receive. I don’t need red carpets to be rolled out before me—I just expect to receive what you promise me—and for it to be done in a customer-friendly manner.
The Debacle
Let me begin by saying that I love Hondas. Being that we are expanding our family and do not have a family-friendly vehicle, I knew that I wanted to begin car search at the Honda dealership. Several friends had spoken very highly of Hall Honda, one of whom used to work there—so it was natural that I began my car research at this dealership. Now that being said—I will NEVER recommend Hall Honda to another person.
I am not going to bash my salesperson—it is what it is—he is a used car salesman—end of story—find the stereotype and there he is. What I am going to say is that customer service IS the key element to any successful business and customer service is what keeps people returning and referring friends.
I purchased my 2008 Honda Element late on Saturday evening and had to return on Sunday to a.)pick up second set of keys, b.)pick up owner’s manual, c.) have license plates installed, d.) have vehicle detailed and cleaned, e.) and have the tank “filled up” as I was told by the salesperson. I returned the vehicle on Sunday and asked if it was ok for me to leave it while I ran errands with my mother—of course this was ok and I was on my merry little way. We returned near close on Sunday to retrieve my vehicle and I was told that the second set of keys were still with the original owner, as was the owner’s manual and that they would call me on Monday to let me know when they would have these items, ok—no big deal. As I pulled off the lot, the first thing I noticed was that the tank was a quarter of a tank shy of being a full tank. Again, no big deal, I will call and let them know when I get the keys and the manual. When I got home I was gathering my belongings and noticed that my “newly detailed” vehicle still had smudges on the interior windows, a white stain on the floor (which could have easily been wiped off) and dust in several places----so, to me—it wasn’t detailed to my satisfaction. My husband, who used to be a porter at a car dealership said—“Kristen, let it go, it’s not a big deal.” So, being a little irritated I continue gathering my things and step in front of the vehicle to look it over and THAT is when I saw what would become A BIG DEAL. There were several scratches and 2 dents on the front driver’s side bumper that were NOT there when I purchased the vehicle on Saturday. At this point the dealership was closed—but I knew that I would be returning to the dealership on Monday to discuss this.
On Monday, Jim and I arrive at the dealership and ask to speak with our sales representative. I share with him my concerns. ALL he did was make excuses, give me inaccurate information, and basically brushed me off—telling me “I gave you two keys” I corrected him by saying he gave me one set of keys and a valet key—he said, that is all you get. He promised me the owner’s manual and then said that the dents were there when I bought the car, but the scratches were new. THEY WERE NOT---between Jim, my mother, and me, we would have seen them. I told him that they were not there—and he said bring it back on Thursday and I will see what I can do. Oh and the gas thing—you only get a partial tank if you buy a used car—so when they said “fill your tank” they really meant, give you a quarter of a tank of gas. I left the dealership feeling defeated and irritated.
On Tuesday I called and left a voicemail for the General Manager detailing my “challenges” with this vehicle purchase. It wasn’t too long afterwards I received a call from another manager. I explained to him my issues—a.) still needed a second full set of keys (not just a valet key), b.) still needed a manual, c.) I NEEDED THE FREAKIN DENTS IN MY BUMPER TO BE GONE!!!!! I did not yell, I was actually very polite. He informed me that Honda Certified vehicles came with 2 full sets of keys, and an owner’s manual, and he would have to check on the bumper situation and give me a call back that afternoon.
24 hours later. NO CALL. I called and asked to speak with this manager again and he apologized for not getting back with me—he had meetings. At this point---I DON’T CARE ABOUT YOUR MEETINGS…I just need answers—I am frustrated! However, he was very nice and said to come in on Thursday, as scheduled (I was not scheduled BTW) and I would get my keys, my manual and they would look at the bumper—just ask for my salesperson. Not exactly what I wanted to hear—but we were getting closer.
TODAY—Thursday—1:15pm I arrive at the dealership with my friend, who came along for moral support. I introduce myself to a staff member—who I find out is my salesperson’s manager—and he says he will call my salesperson. My salesperson arrives and greets me in a very cool manner—he is obviously not happy to see me. I go through the list with him again---I need a second full set of keys, the manual, and the bumper looked at by service. He asked me for my keys and says “we think the manual is in the car I need to go look for it.” Me: “It’s not in there,” Him: “I still need your keys we think it is in the back.” OK FINE—here are the keys. He returns, nope, no manual. He disappears, finally returns with a manual and states—this is the actual one from your vehicle. WHOOPIE. He then says---“Now onto ROUND 2—the keys.” OK, did he seriously just use a boxing term—is that what we are doing---we are fighting? Anyway, the keys are taken, he leaves, a service guy comes in talks to me and then leaves, salesperson comes back and says—“we have to reprogram your keys—this will only take about 10-15 minutes, I am going to disappear and then come back and we will have service look at your bumper.” I am thinking to myself—oh, the bumper, that must be ROUND 3.
45 minutes later---My friend and I are still sitting and still waiting. We have to get back to work—so we go around to the service area where my vehicle is just sitting. A service member approaches us and asks if we need help. I let her know that my keys were being reprogrammed and it was only supposed to take 15 minutes and that it had been 45 minutes and my bumper still hadn’t been looked at---she calls the salesperson. She returns and says—“the keys are programmed they are in the vehicle, I’m sorry but he didn’t tell us what was going on.” I AM SO IRRITATED at this point. It certainly isn’t this woman’s fault—she is by far been the most helpful of the day. I return inside and approach the manager and explain to him the situation and that I need to get back to work. Not so much as “I am sorry for the inconvenience.” He says—here is my card, just call me when get back to work and I will set up an appointment for you. I called him over 3 hours ago and have not heard back yet.
Here is what I have to say to you Hall Honda:
I know I didn’t buy the fanciest most expensive car on your lot. I bought what I liked and what I needed and I spent over $18K by the time your fancy finance guy added the insurance into the deal. I think for spending that amount of money that the headache, hassle, and frustration of getting a second set of keys, a manual, a full tank of gas, and a fixed bumper are minimal to say the least. Hall Honda, you stripped every bit of car buying joy out of this experience and I am so completely frustrated by this experience that I will NEVER recommend you to anyone. Your customer service sucks, to say the least. If I EVER dreamed of treating one of my clients in the manner in which you treated me—I would be fired. I think about the poor staff over at GM and Ford and can’t help but think—these folks may be out of jobs in a matter of months—I bet they would have been thrilled to have my business. Shame on you, Hall Honda, for treating a customer in this manner!