Brandon Honda

Full disclosure, I contacted Brandon Honda yesterday and told one of their managers, Costa that I was going to submit a review today. He messaged me back and told me to hold off and his manager would be contacting me today. Guess what? Another empty promise and once again I have been completely ignored and lied to. I was hoping I was not going to have to write this review and Branden Honda would have stood up and done the proper thing. But almost a month since I have picked up my car, 3 managers, Alex, Santos and Costa nor the managing partner of Brandon Honda John Marazzi have yet to address our issues and we have been treated as just another number. Honda has high standards for customer service and the managing partner of Brandon Honda (John Marazzi) claims to not be in an ivory tower but the way I have been treated by Branden Honda is shameful. Being in the automotive industry for over 25 years I know a lot of the tricks of the trade and have numerous close friends in the automotive industry including auto finance. One of the tricks is to promise the world, hook you and then fail to deliver on said promises. Another trick is to agree on a final fixed price including all taxes, delivery etc. and then once they get you alone with the finance person, they add additional items and the unknowing buyer gets scared and they agree to the additions. Another trick of the trade is to do what is called sell a rate, which means saying, You must buy this service or certification in order to get this finance rate. (which I believe is illegal) These are some of the issue that happened with me. First, I showed up on a Saturday with limited time. I test drove a used 2017 Nissan Rogue. I liked it and negotiated a deal. I came to the FINAL price and shook hands with Costa one of the sales managers. I specifically told him about my experience in the automotive industry and he confirmed that there would NOT be anything added once I got into the finance department. He guaranteed it and we shook hands. I also took a picture of the contract and payment schedule because it didnt seem correct based on current rates and an excellent credit score. I was also told to drive the car overnight and come back the following day and they would detail the car, examine some bad tires, and replace as necessary, and replace a rear wiper. I told our salesperson to make sure they order the tires and have them in stock so there wouldnt be a delay on Sunday. Sunday comes and I show up to finalize everything with the car. On my way to the dealership, I got pulled over by the police on the highway and I am reprimanded because my dealer plate that Brandon Honda put on was not installed correctly. If the officer wasnt in a giving mood, I would have gotten a ticket for improper license plate mounting. When I arrived at the Brandon Honda I explained what happened and how upset I was and they told me that I would get a gift card for my inconvenience. Well, as of this review, I have yet to receive that either. Yet another empty promise. After I was told this about the gift card, I immediately sense there is a problem because not only was my salesperson not there, nor was Santos the manager from Saturday. What happens next is beyond shameful for a Honda dealership that claims to look out for their customer. Right off the bat there was a huge delay confirming the front tires needed to be replaced once confirmed they said they needed to be ordered along with the rear wiper. Which now meant scheduling to bring the car back on Thursday which was not convenient since the dealership is over 35 min away. That is why I asked them to order the tires the day before just in case. Obviously not done. While this is going on the financing game begins. As was my fear, they upsold a product that was NOT necessary which in turn increased the payments. It was sold under the guise that I couldnt get the rate without this add on. Funny, I was able to get the same rate from a different lender but chose to go with Brandon to make things easier and quicker. And taking Santos at his word that there would be no surprises or add-ons. That was another mistake of mine. So during this process in the finance department, they were detailing the car. When they pulled it out it looked like a 12-year-old detailed it. How can you properly detail a car in 1 1/2hours. The answer is you cant!! There were sticky substances on some of the plastic, seats werent cleaned, car wasnt vacuumed, the remnants of window stickers still on the window, you get the picture. At this point I am beyond frustrated. Eventually we were able to talk to Alex the manager on duty and had a pretty heated discussion with him. At this point we had lost all patience! Alex assured us he was immediately going to get the finance person and go find the car and rectify the situation. Guess what? Another empty promise. While I was waiting, I also had another manager approach me and state, Why are you buying the car if its that bad? Really? Thats what you say to the customer? Again, I was feeling completely taken advantage of because I am a woman, I felt intimidated by their empty promises, and felt totally lied to about each and every step in this process, all because I am a woman. This is shameful! At this point, I had no choice but to schedule for that Thursday to have the tires put in, wiper installed, and car to be detailed. I dropped the car off first thing in the morning and was told to come back at the end of the day and I can get my car. Guess what? Yes, another empty promise. I showed up at the end of the day to pick up my car and NOTHING was done at all to my vehicle. To say I was upset is an understatement. Two trips to the dealership to have some basic things done that we agreed on to close the deal and NOTHING was done either time. I was told that I could take the rental car for another day and they would do it on Friday. I informed them that I was leaving out of town on Friday and did not have time to come back for the third time because it was too far to drive before my trip. They offered to deliver the car on Friday when it was done at my work. Friday afternoon comes and my salesperson delivers the car to me with the 2 new tires, and a new rear wiper. But that was all that was done. There was minimal detailing done (seats were shampooed), the outside of the vehicle did not have any wax on it whatsoever. The inside still had all the sticky substances that were on and pointed out previously, and the window were still a mess. At this point, I had had enough. I told my salesperson how disappointed I was but at this point there was nothing more I could do. I took the car and he drove away in the rental. I ended up having to get my car professionally detailed somewhere on my own time since Brandon Honda couldnt seem to detail a car and it cost me out of pocket another $350 and I was without my car for another day but at least my car looks good now. The bottom line is that I have NEVER seen an organization that claims to be customer oriented and yet do such a horrible job. I feel that Honda truly should examine this dealership and investigate their practices. I have many friends that drive and purchase Hondas and after this situation I will steer them away from purchasing on due the lack of service and commitment that Brandon Honda has given. I feel that John Marazzi, the managing partner, should maybe come out on the floor and see exactly how his staff is treating his customers. I understand that he worked his way up from a salesperson to being an owner now but it appears he has lost or forgotten what got him to the point of owning. That is the customer.