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Review 5/11/2009
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In late March 2009, I purchased a vehicle from Norm Reeves Honda in West Covina, CA. I knew exactly what I wanted - the new 2010 Honda Insight Hybrid. I went to the dealer on the day the Honda website said they would go on sale but was told they didnt have them in stock yet. A few days later, the sales person called me and let me know they were in. I was excited and hurried to the dealer that day. The sales person was not all that knowledgeable about this car. He was familiar with the Civic hybrid so he was a bit helpful. I think all sales persons should have intensive training when a new model is released so that they sound like they know what they are talking about. But I cut him some slack, after all, they had just received this particular model. While I waited on an approval from Finance, I was told I could go across the street to the gas station if I wanted a Soda or water which I found a bit outlandish, after all, wasnt I the one purchasing a vehicle from them? I've been treated much better at other dealers and have been provided with beverages and sometimes even lunch from the sales person but I had never dealt with Honda so I assumed this is how they went about treating their customers.
I had a vehicle to trade in and wanted monthly payments as close to what I was already paying on my trade. I didnt have any money to put down and even if I had $1000, the difference in payment would only be $20 a month. Anyways, I agreed to the terms they gave me which turned out to be $100 more a month but I figured since this was a hybrid I'd be saving a little in gas every month to offset the monthly payment. I found the woman in the finance department that did the contract to be a bit on the unprofessional side. Her demeanor was rude and pushy. She tried to push the Gap Insurance by telling me "Girl, you are financing A LOT of money, and if something happens... " I declined on the Gap insurance so of course she told me I was making a big mistake. I signed the contract for the term and payment specified and walked out the door with my new 2010 Honda Insight. Please bear in mind that I have NO complaints on the vehicle itself. (It is AWESOME.. made it to Vegas on half a tank!)
Ten days after purchasing my car, I received a call from the woman in the Finance Dept at Norm Reeves. She asked me to make a down payment. Once again because I was financing A LOT of money according to her. I told her that I did not have a down payment and that I agreed to the terms they gave me already even though it was more than I wanted to pay already. She pushed to get me to try and make a down payment in 15 days. I told her absolutely not. I wanted the car so bad that I had gotten over the fact that I was upside on my trade in. I owed something along the lines of $12k on it and they allowed only $9k. But fine, I agreed on the low ball trade in value they gave me. I read my contract and it said they could not cancel the contract after 10 days (as I can not change my mind - no cooling off period). This was on the 10th day that she called me to tell me they could not find a place to finance it hence, asking for more money and also lowering the term (length of time I had to pay). This would still make my payments even higher than what I had already agreed upon but lower the term by 6 months. I told her no and that they had to find something else to do to finance it. I asked her to talk to her manager about allowing more on the trade, lowering the interest or taking money off the sales price of the new car. So she said she would call me back. About a 4 or 5 days later, another representative from the dealer called me. He told me they were going to allow more on my trade, lower the price of the new car and lower the intrest rate a bit. They also had to shorten the term. The payment came out to be $10 more a month than my original contract but at least the term got lower by 6 months so I found it acceptable. I went back to the dealer to sign the new contract, I asked for it to be handled by another representative in the Finance Dept. Not once did anyone ever offer an apology. Not once did they seem apologetic for making a deal that they couldn't even uphold. And they made no apologies for the incovenience. Not knowing what was going to happen caused me a lot of grief as I had fallen in love with the car already and didn't want to have to bring it back. When I went back to re-sign the contract, it was very cut & dry like they were just done dealing with me even though they were at fault. There was no offer made to at least make me walk out of there with a smile on my face. And so I am writting this review of Norm Reeves Honda to express my dissatisfaction with how the whole situation was handled. I had no idea that financing was not immediately obtained. I walked out of there the first time thinking my loan was financed through Honda. I have never had any problems with financing through any other dealers (Ford, Toyota x2). I would have appreciated it if they were not able to obtaining financing for the terms they gave me the first day, that they would just put the car on hold for me until they did instead of rushing into selling it to me. I know times are hard and every car company is desparate but they are giving cars out without obtaining solid financing first. I never thought it would even be a problem as I have never had a problem before anywhere else. I would have also appreciated a sincere apology for all the trouble but never got that either.
A couple weeks ago, I got a call from Honda Customer Service to get my opinion and survey regarding the purchase of this car. I told the representative everything I have mentioned above. I was also asked if I wanted someone from the dealer to call me to follow up. I said yes and provided them with my contact info. About a week later, I received a call from the dealer but it was only to ask me how I liked the car and if I have had any problems or had any questions about it. I said I was happy with the car and had no questions about it. I asked if they had received my customer satisfaction survey and they said yes, they had it with them. Again, he didnt offer any apologies for my experience or even mention anything about my survey comments and me being disatisfied. He only brought up the fact that I mentioned the car didnt come with floor mats and that if I wanted I could purchase at the employee discounted rate. Thanks, but no thanks. I feel like this dealer feels they have made me happy which is simply not true. Yes, I love my car and no, I would never purchase another car from Norm Reeves. Nor would I recommend it to anyone at this point.
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