3 years ago
7/9/19 Update:
7/9/19 Update:
I spoke with Matt and he provided his apologies for the negative customer experience. We discussed how to correct the issue and he was more than helpful, having his scheduler contact me to set an appointment for the acid wash. Additionally, he provided me with weather tech floor mats. This was neither asked nor requested...it was just his kind gesture to correct the wrong.
I have since received the acid wash, the new floor mats, and received a tutorial on all the buttons. The car LOOKS AMAZING!!!
Though the entire ordeal was not a great experience, the care from management to make things right proved to be awesome. Hope my post will help others.
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The process of completing an application online was very easy. This took a lot of time away from being inside the dealership and alleviated the back and forth banter. The employees were nice and friendly. Lastly, Clawson Honda had the best deal for leasing a Civic Hatchback in comparison to Honda North --> ZERO DOWN, ZERO DUE, ZERO SECURITY DEPOSIT, ZERO FIRST MONTH PAYMENT
The reasons that impacted the ratings are:
1. The salesman appeared frustrated when we did not want to commit to the terms of the vehicle on our first visit. This was visible by his facial expressions and moments when he would "sigh" out of frustration. As consumers, the salesman needs to cater to our needs and be mindful of these momentary actions.
2. The salesman gave us an incorrect quote on a vehicle. He stated we would be able to get a Honda Civic Sedan Sport for a cheaper price ($259) than the Honda Civic Hatchback Sport ($269), only to find out it could not happen. We are happy with the Hatchback but the initial statement was misleading and gave false hopes. The salesman apologized for this error but our experience had already been negatively impacted.
3. I just checked the website today (6/7/19) and saw that the Civic Sedan is now available for a cheaper price than the Civic Hatchback. Salesmen need to have insights into future promotions...I mean only 2 days have elapsed and the car we initially wanted is now being promoted online. We could have waited!
4. I was told it would only take approximately 20 minutes to sign the appropriate documents and drive off with the vehicle since I was approved for the loan during the online application. It actually took 1.5 hours. Because of the long wait time, we did not have time for the salesman to configure our phone/Bluetooth to the system. We will need to come back causing an inconvenience.
5. In preparation for a vehicle pickup, the car should be prepped, cleaned / washed, and good to go upon completing the signatures. We had to wait 30 minutes for the car to be washed. The car wash did not remove all the water spots and we are now going to have to come back for an acid wash. This again will require more efforts on our end.
I hope my experiences will help others.
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6/11/19 Update: I was informed to contact Matt Roberts to discuss my issues. I left a voice message and texted him my concerns on Friday 6/7/19.....still no response...If the consumer is truly important, then make it a point to satisfy them.
Also, I completed a Honda Survey and was dumbfounded when it asked if I received a personalized checklist of all items that the salesman should explain and mark off as discussed for a new vehicle. This was not discussed at all and is very disappointing because they are not following their process.
I lowered my ratings from a 3 star to a 2 star now because of these two additional points. Clawson still has a great leasing program but needs work on following their processes, employee honesty & knowledge, being empathetic to the customer experience, and going the extra mile to gain the customers' trust and future business.
And I'm still waiting for a response from the Director of Relations.