- Ian Gooley
Below is a summary of our interaction with the Whitby Oshawa Honda Dealership located in Whitby Ontario.
We purchased our Honda Odyssey on February 3, 2018 and picked up our vehicle on March 10, 2018. Our purchase included a trade in of our 2016 Mazda CX-9. Our Mazda was a leased vehicle in which my wife and I were taking a negative debt into the deal. It is important to note that our purchase was solely based on our Mazda CX-9 being fixed. My wife and I brought in our Mazda as a possible trade-in with the doors damaged as she had recently collided with a snow bank at the end of our driveway. All parties involved in the deal, Steve (salesperson), Brad (Finance Manager) and the general sales manager were well aware that we would only be returning to pick up our new van once the CX-9 was repaired. No timetable was ever discussed for repair as it was unknown at that time.
Steve seemed very friendly and we were happy to deal with him during the purchase of our new vehicle. He provided me with his cell phone information and assured I could contact him anytime. If it is of Honda's interest, I can forward the text message history between Steve and myself as this will provide reassurance to my complaints to follow below.
Our bill of sale included a 3.99 % finance rate which we signed on February 3, 2018. Our bill of sale never mentioned the possibility of an interest rate increase. We were concerned of this due to our vehicle being repaired and not knowing the length of time for repair. However, as nothing in our bill of sale had a clause stating a possible increase and the dealership did not mention anything, we considered the deal valid for a reasonable length of time.
After signing the bill of sale, the finance manager requested some additional forms be filled out for financing approval. Multiple texts, phone calls and emails were sent to Steve to find out if the deal had gone through. No reply was ever received and after calling the dealership multiple times, I got a hold of Steve and was told that the deal should have gone through and he would confirm. It was later confirmed via text message that the deal was processed!
Being unfamiliar with a financed vehicle, multiple emails and phone calls sent to Brad (Finance Manager) for questions concerning the "open loan" format and if multiple payments could be made. Understanding that Brad was busy and these questions were not of top priority, I further than contacted the store to speak with another sales representative in order to have my questions answered. (Had to pretend to be a new customer in order to reach someone) Still to date I have yet to see one email and or receive one phone call from Brad.
As we were dealing with an ownership change, I had texted Steve to receive some information (VIN etc) in order to provide to the insurance company. He provided the VIN number and our insurance company further emailed Steve directly for ownership change and other information that was required. Keep in mind that we purchased the vehicle on February 3rd. Understanding that there was tons of time, I assumed Steve had everything handled and would send over the information. My wife received an email from the insurance company stating Steve hadn't responded to her emails. I further texted Steve and he said he would contact her immediately. When we knew that our vehicle was finally repaired and we could pick up our new van, I let Steve know on Thursday March 8th. It wasn't until the Friday of March 9th that someone finally got back to the insurance company and it was not Steve!! The insurance company was frustrated and my wife and I were disappointed as there was a lot of time in between the purchase and pick up (several weeks) to have this completed. Not only was I disappointed, but I felt as though I was babysitting the sales manager and making sure he was doing his job!!!
Further to the lack of effort with the insurance information comes another disappointing point with our CX-9 lease. As there was a buyout involved with the leased vehicle, I emailed Victor (lease manager from Mazda) copying Steve in regards to the buyout information. Victor stated that Honda needed to contact him directly and that I should not be acting as the middle man for the lease buyout information. I then further texted Steve and told him that he needed to reach out to Victor in regards to the lease. I actually have an email from Victor (Whom could care less to assist Honda as he was losing a customer in myself with Mazda), asking why no one had contacted him yet. As our buyout information was originally calculated during the February 3rd bill of sale, it had obviously changed since our March 10th pick up date. (We had made 2 or 3 additional payments) When picking up the vehicle on March 10th and seeing our reflected Bill of Sale, the lease information was not updated and Honda was trying to rip us off of over $600.00. This is extremely concerning as we had given Honda over a month to have this updated and it almost felt like we were being scammed! This took over an hour to change in the dealership as my wife and I wasted our Saturday away from our 13 month old.
Once the lease was figured out and the bill of sale was reflected (1 hour) to the current buyout amount, we noticed that our finance rate had changed from 3.99 percent to 4.49 percent. When asking Brad (the finance manager), he stated "Steve didn't tell you about the increase?" Brad left to go talk to the banks about the increase (1 hour =total 2 hours spent for a deal we already agreed too). I want to back track here; We had originally received notification from our Auto Body Shop that our vehicle was going to be ready for March 3rd. I had let Steve know three days prior to (As per his request) of this. I have a text message stating that we may have to come into the dealership in order to assure that the 3.99 percent rate was still valid. I said no problem and did not hear from Steve for a few hours. I then texted Steve, is everything ok?? He responded yes no problem, Brad had talked to the banks and everything should be good to go. Unfortunately our vehicle was not repaired in time for March 3rd and was pushed out to our March 10th pick up date. Steve was obviously notified of this delay and not once was a interest rate increase ever discussed or received in writing. (Keep in mind I have the entire conversation in a text message and can send upon your request) As we waited patiently in the dealership for Brad to return about the finance rate, Steve came over to my wife and I and asked what the problem was? I told him that the interest rate had gone up. He said but I told you of this.. I responded no you didn't and he then proceeded to review our text message chat on his phone. After he realized he indeed did not notify my wife and I of any interest rate increase, he said "well its only half a percent" and walked away.... Only half a percent? That is how a salesperson responds to a customer? To give you an idea, half of a percent is an additional $1200.00 in interest. So ya, it isn't just a half of a percent. After another hour, Brad then came back and stated that the bank would honour the 3.99 percent rate, however, we would have to come back on Monday to sign the adjusted paperwork. No apology by anyone was ever given and it felt as though it was my wife and I's fault. We then were given the keys to our vehicle, shown to the door and told see you on Monday.
Upon receiving the vehicle on Saturday March 10th, it was not washed. No checklist was ever provided to go over the vehicle details and that everything was working properly. We were not shown how to use the vehicle or any of its features. My wife and I are 28 years old so fortunately we could figure out the technology involved. However, it would have still been appreciated to have someone show us our brand new vehicle that we paid $60,000.00 for!!
We came back on Monday to sign the final paperwork. We actually ran into Steve outside and he said to go to the reception and they will have someone assist us. After a half hour went by and multiple pages for someone to help us, Brad eventually grabbed the paperwork and the finalized bill of sale was issued. My wife asked Brad if we needed to go over the checklist of our vehicle and he said no!
This leaves me to my last troublesome point. I was really frustrated with my overall experience and felt as though my new vehicle purchase was a battle and we didn't even experience the "wow and exiting factor" that should come with a new car (especially for the price we paid). I had received an email from Richard prior to our vehicle pick up, asking that he would appreciate we provide a 100% satisfaction on a survey we were going to receive and if we weren't going to give this rating, to give him a call. Well, I called and emailed Richard regarding my concerns and can provide this email to you upon request! Richard did not respond to my email or my phone call and called me this evening. Rather than apologize for everything that we had been through, Richard was very very unprofessional and felt as though he needed to argue all of my complaints. I mentioned to Richard that I was not in the position to argue the complaints as I was a customer and these are the issues I faced and was upset about. Words such as "Well if you don't let me speak, I don't know why we are talking" or "My sales team has no such record of poor performance and customer satisfaction" were stated. I eventually got very angry with Richard and explained that he had yet to apologize to me, the customer, for what I had experienced and if there was nothing he could do for me that I would take my complaints elsewhere. He than gave a fake sorry and continued to ramble as I proceeded to state I was going to contact Honda Canada for these matters.
My wife and I would appreciate a return phone call and or email from your customer service team as you can see, we are out of options. I have thought about taking these concerns to media outlets or news stations in order to warn people of the risks in purchasing a vehicle from Honda, especially with this particular location. I feel as though I have been taken advantage of, lied to and embarrassed. Unfortunately I have a beaufitful vehicle in my driveway and the excitement factor has been completely destroyed since day one! If I could, i would return the vehicle and take my business elsewhere.
I can be reached anytime at 416 768 1426.
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