Horrible customer service. I began a lease with Holler Honda on 08/27 and the experience at the dealership was fine. My experience since then has been unacceptable. I don't usually leave bad reviews, however I feel compelled to in this case.
I live out of state. I leased the car while visiting family in FL, as my car had given me a little trouble on the roadtrip down. I left the dealership with FL issued temporary tags that expired on 09/25. On 09/25, after several phone calls regarding insurance/registration questions I had, I called the dealership again because I was unclear on how to proceed with permanent registration of the vehicle.
Long story short, I was instructed that I would need to drive 287 to my previous county of residence to register the car as that's the address they had on file and they told me I would be unable to register it at my new local DMV. I told them I did it hard to believe that is my only option. The guy I was speaking with, Michael Marcinowski in finance, told me "that was a decision you made when you decided to move," and that the vehicle title was being sent to my previous county. Essentially "it's already in the system, nothing we can do."
Despite his condescending attitude, after calling both DMVs and being told the vehicle needs to be registered at my new permanent address, I sent Michael a follow-up email that same day to confirm my only option was to drive back to my previous county of residence. There was no response. A few days later I forwarded and cc'd the general manager the email, seeking clarification, and once again got no response.
Yesterday, I took the day off of work, drove 4.5 hours to register this vehicle. The DMV did not have the title. I called the dealership and spoke with another gentleman, David Stevenson, who essentially told me Michael never said that, title will come in the mail, there was no need to visit the DMV in person. I explained to him, no - this is what Michael said I had to do. And his response was to tell me I'm wrong, I must have misunderstood Michael. I referred back to my email, where I had sought clarification. David had also seen the email as Michael had conveniently been out of office for days, justifying Michael's lack of response.
That leaves me with the question, if I'm forwarding the email to the GM, it's being passed to other employees to handle, why the lack of communication? Why didn't anyone in the building respond?
I'm failing to understand why it took me 9 hours on the road, a day off of work, 600mi on my new lease, dozens of phone calls, to get an answer. "The title will be mailed to you."
This place is despicable. They disrespected me, my time, and my money. I still haven't heard back from the GM despite numerous requests.
I don't know if Michael is simply incompetent or if my moving addresses created extra desk work, but it's unacceptable. On behalf of the whole dealership this is completely unacceptable. My email sat for 5 days, passed over numerous desks, and went unanswered while I drove around on expired tags. I wanted a solution and no one wanted to say anything until I was 300mi from home in a DMV parking lot, angry and demanding answers.
Between the $300 it cost me to take a day off work, the 600mi of driving, the cost of gas, and the unnecessary stress they added to my life, I want answers. read more