MADISON HONDA POOR CUSTOMER SERVICE
Incident: October 2, 2008 David Lee General Manager Madison Honda Customer Service 280 Main St, Madison New Jersey 07940 Dear Sir: This letter is to complain about service I recently received from Jacob Feldon, Senior Sales Consultant and your Financial Service Manager Bill Matari at Madison Honda. On Saturday October 20th I went to the Madison Honda dealership hoping to by an Odyssey Van. After filling out all required paperwork I was asked for a deposit which I gave to the sales representative gladly; Jacob Feldon took $500.00 cash and a check for $2500.00. The sales representative took the money quickly and deposited right away. At this point I thought all pertinent credit checks were done and I was hoping to be able to take the Van home but I was asked to bring a copy of my taxes, social security card and bank statements. After providing all the information requested by the Financial Manager I was told to come back the next day to see what the bank decided since it was already late and the banks were closed. I told Jacob that if there was a problem with purchasing the Van I wanted my money back and he told me that it was not possible for me to get my money. He went to get the Madison Honda Financial manager “Bill Matari” but he could not come down right away because he was praying upstairs. Eventually he was kind enough to put in practice some professional customer service etiquette and came down to talk regarding my credit approval to buy the Van, but he looked bother and unwilling. He asked me to come back the next day but I explained to him that if I could not buy the Van I wanted my money back and take my business elsewhere. I told the financial manager and sales consultant that I will come back the next day to pickup my money. I called the next day to find out if I could stop by to pick up what was rightfully mine and I also related my frustration and disappointment to Jacob but he seemed upset and told me I could not get my money back because there was a process to be followed and that the banks were closed. As a woman, I was trying very hard to deal with this problem and by all means to easy this uncomfortable situation. The next day, I stopped by to see Jacob and to get my check; neither Jacob nor the financial manager Bill Marti was to be found. I called the Madison Honda dealer the following day and after being on hold for several minutes, Jacob came on the line finally. I went over my situation again and explained my disappointment and frustration to him several times because he did not seem to be listening to me. Jacob put me on hold for several minutes, and then returned to say he could not help me with a very disrespectful tone of voice and added that I could not demand for my money back right away because there was a process to be followed. Needless to say, I was quite frustrated, mad and upset; put yourself in my shoes, if you are a woman and anyone treated you as I was being treated how would you feel?; at this point the mentioned process has taken two weeks and I am still waiting without any amicably solution on your part yet. On top of all of the nonsense, the Odyssey Van was insured-under my personal insurance for almost two weeks, and my other car was taken out which caused a mayor issue since I did not have a car to get to work or take my kid to school, Thanks to the negligence and carelessness of your dealership personnel. I just cannot understand how a Honda dealership takes the money from its customers and deposits it so quickly without checking prior credit to see if the client can or cannot buy the car. As a consumer, I feel such methods are unprofessional and unacceptable business practices for a company that represents the “Honda” name brand and its products. I do not think your chairman and representative directors “Satoshi Aoki” or Tetsuo Iwamura” would appreciate to find out how Honda clients at Madison Honda are treated. Such dishonorable manner and lack of respect for humble clients give “Honda” a very bad reputation. I honestly felt discriminated and ignored by the way how my situation was handled by the dealership financial manager “Bill Matari”. Due to this unfortunate and traumatic situation which ONLY point was to buy a Van forced me to go to the nearest Nissan dealership to purchase a Van without any problems, inconveniences or issues mentioned here; there I was treated respectfully and how any honest client deserves. I was happy to be able to find a place where I could buy a Van and continue with my work and life without feeling discriminated. I expected a much higher level of service from any dealership representing the HONDA Company, and I am quite disappointed. Because I do not want to spend any more time on this problem, I am seeking legal consul regarding this matter immediately, and I expect a full refund. I will be informing my friends and family about my bad experience at the MADISON-HONDA dealership so they do not go through it themselves. Sincerely, Sofia Salomon CC: Honda Head Quarters CC: Customer Service CC: Madison Honda CC: Attorney General CC: Consumer Affairs Damage Resulting Could not get to work and had a very hard time taking my kid to school, and lost of a job.
Newark, New Jersey
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