Worked with Tom for several weeks to work a deal on a new Honda. When we came close to closing the deal, I asked whether or not some additional accessories I planned on purchasing could be installed free of charge by their service department. He never gave me a straight answer, but we needed the vehicle at this point and I went ahead with the purchase. Prior to signing the paperwork, we did a full inspection of the vehicle and noticed damage to the plastic trim above the liftgate. They agreed to replace it, and we signed the paperwork. The finance manager asked me which NM license plate we wanted, and we asked for the blue version.
The following Monday, we brought the car back to be detailed, and it appeared that they did not do much more than wiping down the seats and washing the car, and we scheduled a Thursday follow-up to have the trim piece replaced. Thursday rolls around, and they tell me I need to bring it in on Friday because the replacement trim would not be in by the 10 AM appointment, rescheduling for 3:30 PM on Friday. I asked the service technician how long it would take, and he said about an hour. After my wife dropped off the car, I get a phone call from them telling me that they need to keep the car until Monday. They tried to give my wife a loaner that was dirty and smelled like smoke for the weekend, but she was able to swap it for something a little less disgusting. When I was talking with Tom, I mentioned that this is becoming an inconvenience and asked again if we could have accessories we purchased from their dealership installed for free, at which point he seemed to blame me for not scheduling the detail and service properly, and ignoring my request. We had the vehicle for 3 days out of the first 9 that we owned it.
We get the vehicle back late Monday morning, and there is a rattling occurring in the liftgate now. We take it in, and the technician had to remove some broken clips that he had left in the liftgate when he replaced the plastic trim.
30 days later, in what is hopefully my last interaction with this dealership, I have to call them to find out that they have my license plate, no courtesy call from anyone at the dealership to let me know my plates have arrived. I go to pick it up today, and they didn't even order the right version (Chad, the finance manager, said he sent the paperwork correctly to the documentation department). I never even talked with Chad today, Tom told me I needed to go to the MVD to swap out my plate.
Long story short, this dealership has poor customer service and each individual I worked with did not accept responsibility for any of the issues we encountered, up to and including the sales manager, finance manager and service department. They are the only show in town if you're looking for a Honda, and they treat their customers knowing full well that we are limited to choice in this area. This dealership is an embarrassment to the Honda name, and should seriously rethink their business practices. Go to Lubbock, take a weekend trip to Albuquerque or Dallas, just do not purchase from or work with this dealership.
*Follow-up* I talked with someone from the MVD who told me the dealer needed to swap my plate style in order to avoid a change fee. I called the dealership looking for Chad to ask if they could swap my plate for me, and instead got an earful from Brad Bender, saying things like "I wish you had bought your vehicle out of town." After all of this, he still agreed to follow up for me, but I haven't heard from him since. It makes me sad, having been referred to Bender by several coworkers, that this is the level of service I have gotten with this dealership read more
