| Bell Honda |
| Bell Honda Lies--price quotes, availability of vehicle Phoenix, Arizona |
| 24th of Nov, 2010 by User246832 |
We were in the market for a Honda Pilot EX-L and solicited bids from Arizona Honda dealerships. Most were within $1000 of each other, but Bell Honda came in much lower. After several emails to confirm the quote applied to the specific model we were looking for, that the color (Taffetta White) we wanted was available, and that the quote was indeed legitimate, we felt comfortable making the 35 mile trip to the dealership. The Bell Honda internet salesman (Jesse Hoffman) had made repeated calls to our home and sent reminder emails about our 5:30 appointment; his "sales supervisor" Jason also called to confirm we were coming out. When we hit Phoenix traffic enroute, we called the dealership to let Jesse know we'd be a couple minutes late. Upon arrival at 5:45, we were ushered into the waiting room and told Jesse was finishing up a sale with another customer. So much for his eagerness to work with us. We were told Jason would be helping us (he had access to Jesse's email communication with us).
After a few more minutes, we were told Harvey would be helping us. He came out and announced "let's take a walk". We went to the back lot and Harvey peered into windows looking at stickers to find an EX-L. "You like Silver?" he eventually asked. Confirming my concerns that we were part of a poorly rehearsed production, I told Harvey that we were going back inside and that I wanted to talk with the Sales Manager. Jesse eventually came breezing through and after confronted stated that they didn't actually have a White EX-L. When presented with four emails that stated "we have great availability on White EX-Ls" he fumbled through an explanation about other dealers in their network and difficulty getting certain models. When asked why we weren't told that they didn't actually have the car prior to making the trip he just apologized.
Soon Jason (there were two Jasons, don't know if this one actually had any authority) came and began with an apology, but seamlessly moved into salesman mode and asked if we could "draw up the numbers now for when they did get the vehicle." He played like he had no knowledge of the bid Jesse had given us. While my wife seethed at the lies and cavalier attitude towards the lying, I just laughed at how poorly executed the set up was--rather than getting us to look at something else, they just succeeded in getting us angry. We left expecting never to hear from Bell Honda again. Act three of this melodrama happened tonight when (supposedly) the Sales Manager (wasn't that Jason?) called to apologize for how the failed transaction was handled. I asked if they had any intention of honoring the quote Jesse had presented--"no, there was a miscommunication". No there wasn't, I have it in four different emails...with me asking for clarification of price and model each time. "Oh, the miscommunication was on our end." Gee, you think? Recommendation: fire your sales department and start over with people who understand that customers don't appreciate getting jerked around. Bottom line, Bell Honda says they have an award winning sales force. Not unless there's an award for worst comedy routine. |
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I also had a very bad experience at Bell Honda and Jesse Hoffman, Corey and Brian from the "fleet department". As I have read from other unhappy, would-be customer's of Bell Honda, the intitial contact my initial contact was via email and the telephone. I also explained my situation, what I was looking for specifically, and set a time to come in early Saturday morning. When I arrived with my son, who had just finished football practice and was eager to get home (which I had also explained to them the day before I arrived), I was ready for a quick look at the specific car I had inquired about. The sales person I had spoken to, Jesse, was not there for our 9:30am appointment - enter Brian. Brian proceeded to start from scratch, at the beginning of his sales pitch I told him I had already discussed all of the specifics with Jesse and was only interested in one particular vehicle that I was told would fit into my price range. Long story longer, the car I was interested in was not there! He took me to many other cars that were way beyond my price range, assuring me the whole time he could make this work for me. He said he was related to the General Manager. He showed me a more expensive vehicle that I liked, who wouldn't, and we sat back down to review the numbers, by now it was 11 am. When he showed me what the monthly payment would be it was $180 above what I told him I could afford! How was that making this work? I stood up and told him I was finished to which he replied, "well, where are you going to buy if you can't afford this price?" I said, "not here!", and headed for the door. I should have kept walking, because next he jumped up and said let me get my Manager, maybe he can make this work for you. Meanwhile Jesse had made it in to work, I met him. He gives great eye contact - that's when I should have run away as fast as I could, because if someone can lie that well as they look into your eyes, there's not much they won't do to put that dollar in their pocket. Finally the Manager came out, Corey, very smooth, friendly, seemingly compassionate and said, "just drive it home, see if your husband likes it and we'll do what we can to make it work". DUMB! Driving that vehicle home was my second big mistake, my first was not leaving when I realized that nothing I had been told was true. Long story longer still, I drove home, got my husband and other two children, drove back to be given the run around for a few more hours. We eventually settled on the vehicle I had driven home, closer to my price range but still much more than I wanted to spend. My husband was told he could go if he wanted and just leave me there, my car would be ready to drive away in an hour and a half. My husband left, and I waited, and waited, and waited. Finally I caught Brian and said, what's going on, I've been waiting here for hours. He said, "the car isn't going to be finished today so we are giving you a rental to drive home". I was so ready to get out of there I said fine and waited for an additional hour. Finally a car appeared, but when I went to get in Jesse was in the driver's seat. I said, "are you taking me somewhere?" He said, "I'm driving you home". I said, "what about the rental?" to which Brian replied, "oh didn't they tell you? The rental office was closed so we'll bring your car to your work first thing Monday morning." Whatever, by now it was after 5pm, I had wasted my entire Saturday and I just wanted to go home. Monday morning comes around, no car, no call. At 11a.m. I call the dealership, but noone can take my call, I leave a message. Finally Brian calls me back and acts like, "yes, how can I help you?" So I reminded him the car was supposed to be at my office by 9:30a.m! He said, "oh, well the parts just came in so it will be about an hour, I'll call you when I'm on my way". Hours pass, no phone call. I called again and sent an email to Jesse asking, "what the heck?" Around 3pm I hear back from Jesse, he says he just finished with a customer but will check on the car and get right back to me. Another hour passes, no car, no call! I call again, and Jesse acts like he doesn't understand what the problem is. He says, "you know what it's like, for example, at Sears if you have a broken Pressure Washer you might not have all the parts to get it fixed, so you have to wait for the parts to come in". What!!!??? I said, if I had a pressure washer, I would hope that "Sears" would have communicated with me if there was a problem number one, and number two, the pressure washer would be a $300 investment, not $17, 000 plus!" Ridiculous! He then proceeded to tell me how they had "bent over backwards to help me and I should be grateful". Wow, incredulous is the only word that can describe my feeling at that moment. What incredible arrogance, stupidity and total lack of customer service. I told him he could keep his car. He said, "but we are getting it all fixed, just for you", to which I replied, "good, now you can actually sell it to someone else".
I am not a complainer, and have a good degree of patience and compassion...however, I will NEVER return to Bell Honda, and I will tell anyone and everyone who will listen to me what a bad experience I had there. If you are looking for a car and have to deal with the "fleet department" there, RUN, don't walk. Run away as fast as you can and don't look back, you might turn into a pillar of salt. |
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