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My previous review was a long description of the difficulties we had with Showcase Honda working with us to get us our new license plate. Though that process did take too long and was certainly frustrating. Honda ended up calling us to let us know they had in-fact lost our paperwork and we would need to come down to sign it again. At this point, that was almost good news as we saw it a possible opportunity to end our business with Showcase Honda. A day later, however, they had found the and processed the paperwork. We still went down to Showcase today to pick up our tags (they ended up working it out such that we were able to keep our old plate) and talk to them about our grievances.
We talked to Michelle Arellano (who ultimately was responsible for solving our license plate issue) and she was very helpful and sympathetic. She put us in touch with Jeremy (a sales manager) who we described our experience to. He ended up offering to cover two of our car payments as well as wash and detail the car.
Though our initial experience with Showcase Honda was not good overall, when we brought our issues to their attention they definitely took the appropriate steps to resolve our problems and keep us as customers.
OLD REVIEW (please read above to see how Showcase corrected these problems):
We had serviced our old Civic Hybrid with Showcase Honda on a few occasions and had always been happy and impressed with their service. In December they contacted us expressing interest in purchasing our car from us to re-sell and wanted us to bring the car in for an appraisal. While they appraised the car we went on some test drives of new vehicles and ended up deciding to lease a new vehicle. After brief negotiations we arrived at a deal that we were (and still are) satisfied with.
They tell us it will be a short wait to see finance and then we'll be on our way. Literally 5 hours later we have canceled all of our day's plans, and we are finally taken back to finance. This process is also easy enough though finance was a little pushy with extended warranties, etc.
Finally after a brief vehicle inspection, we are on our way. We're told the only things left that we will need to deal with is getting our new license plate which will be mailed to us in about a week and that we will be contacted about how to make our payments.
At this point, despite the insanely long wait, I still intended to give Showcase Honda 5 stars.
Two weeks later we still don't have our plates and no one has contacted us about how to make our payments (as in literally where to send to money). Not a huge deal but we need our new plate for our parking pass at home, parking pass at work, and to register with my employer (use my personal car as a company car). So we decide to call Jenny the Title Clerk as we were told to do for license plate questions by our sales-person, Brian. Jenn is not there. We try again the next day, and are told that she just left. We get her schedule and are told she is there Monday-Friday from 8-5. Okay so we call back the next day at 3:30, now they tell us sometimes she leaves at 3. Awesome. Meanwhile we have been leaving her a voicemail each time we call and never received a reply.
Finally Jenny decides it's the right time to call us back and does so on a Friday at 6:30 am. First of all, what the fuck? I was told repeatedly that she doesn't work until 8. Second of all, how is there no one else in the whole of Showcase Honda that can help us with this issue. On the phone Jenny is clearly annoyed at our repeated calls and is very passive aggressive and rude (hence the call at 6:30 am). She tells us that she cannot help us because some paperwork is still being processed and we'll receive our plate when they're done. Okay cool.
Another week passes still no plate. We call Jenny back, and after several days of failed attempts to reach her (despite always calling between 8-3 when she supposedly works) she calls us back. Her passive aggressiveness and rudeness have now reached a level that I would call wildly unprofessional. She tells us that it's not her fault, that finance needs to finish processing our loan. Again what the fuck? We've had the car for about 3 weeks at this point, how is the loan not yet processed? We ask to speak to the finance department. They tell us there were some delays in processing our loan, but our plate should be on it's way soon. We're still pretty irritated about the whole process at this point, but whatever we believe them so decide to wait a few more days.
The plate still doesn't arrive. We call finance back and now we speak to a different person, who tells us paperwork is still processing but she'll put in to have our plate overnighted so it should arrive by the end of the week. We've wised up a bit at this point and just plain don't believe them. Low and behold, the end of the week comes and we still don't have our plate.
(character limit, but you get the gist)
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