So helpful when you want to give them your money, but a NIGHTMARE when you're wanting a refund or decent customer service... In July 2017 I purchased a brand new Vehicle from this dealership. It was fast, easy, and great. I purchased an additional Honda Care Maintenance package at the same time to help maintain my vehicle. Since this time My family and I have moved several states away, and it is a significant inconvenience (Over an hour) to drive to the nearest dealership for vehicle maintenance. I decided to cancel my package for a refund since it was a service I would no longer be using. This is where it goes down hill.... On may 11th I called the dealership and spoke with a man named Eddie who got all my information and said he would email me all the paperwork to fill out and email back to begin the process. I waited and never received an email, so I called the next day to follow up and got a voicemail where I again left my information and informed him I hadn't received any emails. No call back. I called the following Monday and spoke with another Gentleman who said he would pass on my message to Eddie and apparently never did. This began a 3 month process of phone calls, voice mails, and leaving messages with other employees who I'm assuming never passed on my information. No answers, no returned calls, no refund. (Mind you these 3 months are all costing me a portion of my refund.)In early August I returned to Sacramento for a family emergency, and I took an afternoon to drive in and get the situation handled, or so I thought... I went in to the dealership and spoke with a man Named Kerry. I explained the situation and my frustrations and he was very apologetic and helped me to fill out all the paperwork to get sent in. He said the only problem that may arise was since the vehicle was not present they had no way to verify mileage, so he may contact me in a day or two if it posed a problem and I could send a photo of my odometer. I left pleased with my experience, but this was no where near the end... I never received any phone calls, so once I returned home I called and left a voicemail asking him to contact me so I knew if they needed the photo or not. Yet again, beginning a nearly 8 week process of phone calls, voice mails and messages. No contact, no call back, no refund. At 5 months in I was mad, annoyed and just felt completely disrespected. On Sept 27th I sent Kerry an email, reminding him who I was, what was happening and how irritated I was with the entire process. Later that morning I received a short email informing me he would look into it. After a few hours he called informing me they (the people who handle the refunds) were confused on the dates of the paperwork. (Kerry was great and put down the date of May 11th which I appreciated very much, on the refund because that was when I had begun the entire process, even though it was on August 6th that he formally put in the paperwork.) He said he had discussed it with them, and he would contact me as soon as he knew something, (which may take up to a week), but he was very apologetic. Well that week came and went, along with 4 more. I have followed up with phone calls and 2 more emails to which I have received no responses. I am now 1 week shy of a 6 MONTHS into a process which was supposed to take 4 to 6 weeks. I have been in constant contact with my lienholder who have received no paperwork, no refunds, nothing. I have literally received 1 call and 1 email during this entire miserable 6 month process, and neither one apparently did anything. I'm beyond frustrated, I am appalled with the entire process and how helpless and disregarded I feel. They jump thru hoops to sell you a car, but after that apparently you're on your own. If I could give 0 stars, I would. This whole experience has been exhausting, miserable, and beyond frustrating. UPDATE:: After posting this and more emails and paperwork, I recieved my refund on Nov 29th. Still upset it took me having to post a negative review and be the 'bad guy' to get what was rightfully mine to begin with.
Stephanie Rutherford
Dec 4, 2019
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