| rev:text
| - Update 4/30 - Thank you, Stuart, for calling me back on your day off. I appreciate your time and wish this wasn't now on your to-do list to follow up on. I also heard back from Tony stating that they would be in touch on 5/2.
5/2 - Victoria and Stuart came to the rescue and have been in touch with me several times today. Latest news is the check should be on its way to Honda Financial shortly.
5/26 - Stuart called me today to let me know the check sent to Honda financial by Scott Clark has cleared their account. Thanks to the people involved that helped with resolving this and thanks Stuart for the follow up call!
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If you're fine with a lack of customer service when trying to resolve an error THEY MADE after purchasing your car, this is the place for you. Apparently, they seem to respond to bad reviews and if I could give negative stars I would, so here we go.
I purchased a car May 2013, had initially signed up for some extra coverage/warranty plans. Literally a week later, went back in and signed the cancellation forms for the ones I decided I didn't want.
With the recent double charging issue, I was on the phone with Honda Financial and asked if they had ever received the forms for the cancellations back in 2013. Come to find out, they never received anything so the $2,700 that should have been credited 3 years ago was never taken out of the principal.
4/5/16 - Called the Finance Department and Melissa answered. Told her about my situation and stressed the whole 3 years overdue thing. She said the person that can help is on the phone and took down my phone number saying I would get a call back.
4/12/16 - Still no call, I call back, get Melissa again. She says Tony isn't in yet and takes down my number again, promises another call back. By the way, Tony Lowder is the guy who "handled" my finance AND cancellation paperwork back in 2013.
4/19/16 - No call back so decide to go to the dealership on 4/23. I asked to speak to a manager or finance. Derek sits down with me and I told him about the cancellation issue. He gets up to see if anyone can help, shocker, no one there can help me but the finance director, Justin, will be in Monday. He told me I was welcome to call, I told him the only reason I'm there is because no one calls back and it has been over 2 weeks (I live in Steele Creek by the way, why would anyone want to deal with Independence traffic if it wasn't necessary?). He says if no one helps me, I can call his cell phone and he'll make sure that someone does.
4/25 - Called back and got Victoria, asked to speak with Justin, she asked what I was calling about. I told her, she puts me on hold to check for the paperwork from 2013. She comes back and asks if I still have copies, I told her yes and that I would be more than happy to forward them. She gave me a fax number where it shows up in everyone's email (Victoria, thank you for being the only person that took any effort to help because this conversation should have happened back on 4/5).
4/26 - Faxed my copy of the cancellation forms over and later that afternoon call to follow up but no one picks up the phone.
4/27 - Call to follow up again, Melissa verifies they received email and says she thinks her supervisor picked this up but that she would print it out and fax upstairs anyway. I asked for the normal procedure and timeline, she said she isn't sure because she just sends the paperwork to the girl who handles it (but can you call/walk upstairs and find out?). I asked for a call back and she said Tony would be in touch.
4/28 - At this point, I know I'm not getting a call back because why would 3 weeks of no phone calls invoke Mr. Lowder to call back? So I call Derek and leave a message requesting a call back.
As of this morning, I haven't received a phone call or email (I even checked my spam because I'm just the eternal optimist). I'm not one to fault people for mistakes because everyone makes them but when there's a lack of professionalism and accountability for the mistake, that's when it bothers me. I work for a state agency, we don't sell a product or service but we provide infinitely better customer service than this; especially when a mistake is made because usually someone's money is involved. We provide follow up calls (and definitely when requested) to advise of any delays/issues and also at time of resolution.
If you're purchasing a car here, triple check the paperwork and follow up all of the time.
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