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| - Dear AutoNation Honda (specifically Steve in the service center)
We bought a used Chevrolet Impala as my little brothers first car back in December of 2015 and had a wonderful experience. We walked in, knew what we wanted, and left with an amazing deal and an extended warranty. Unfortunately, the car ran into some issues regarding the drivers seat. We brought it into the service center at Honda to have it serviced assuming that's where it needed to be taken because that's where it was bought, they graciously took the car, gave us a rental, and assured us that the issue would be taken care of. Obviously, life is all about ambiguity and shortly before the car problem occurred, my older sister with Down Syndrome was admitted into the ICU due to hemorrhaging in her lungs, she flatlined three times in one night and remained in the ICU for 5 weeks and is still in the hospital pending open heart surgery. Clearly, the last thing we needed was a car issue, but we were confident it would be taken care of at Honda. A few weeks had passed, and after several unanswered and unreturned calls made by my parents, we began to grow weary of whether or not the car was actually being serviced. After two months of the car being in the service center and maybe six returned calls from Steve out of the 30+ we made (we have screen shots of the calls) the car was finally "fixed". Not only fixed though, Steve assured us that it had been washed as well. So today, we arrive at the service center to pick up the car and instead of Steve coming out to greet us (considering he had been the one we dealt with directly for the past two months) we were handed the keys and told that Steve would mail us the paperwork. We were fine with that and ready to go about our day only to find out that the seat (the original reason the car was needing service) had not been fixed! My mom kindly asked for Steve to come out and talk to us, so he does. He comes out with a big smile on his face, and introduces himself as "the guy who did all that work for free." Well Steve, the seat is still broken. Once my mom points out the obvious issue and also mentions that the car had not been washed, he claimed to have not known anything about the seat being broken, and the reason the car was dirty was because we waited a week to come pick it up. Well Steve, you waited two months with only six returned calls to give the car back to us, so excuse us for needing to take a week to find time between hospital visits and work and school and eating and sleeping to come pick the car up. Steve then goes on to tell us that we need to take it to Chevrolet for them to do the service. That's fine and dandy, but why didn't you tell us that a month ago? So my mom being slightly frustrated mentions that this was not the customer service she had expected to receive. Steve then proceeds to yell at my mom in the middle of the service center in front of several other customers "I am done talking customer service with you. You have done nothing but take advantage of our customer service." Please Steve, tell us how we have taken advantage of your customer service? Are you freaking kidding me? Then on top of Steve yelling at my mom, he continues to interrupt her, mocking her and telling her she can email his supervisor. Im just curious after being so aggressively accused of taking advantage of your "customer service" how did we actually take advantage? Please further explain, Steve. Because as far as I'm concerned, waiting two months for a car two be fixed with only six phone calls from you is not any sort of customer service. We did not ask for special treatment despite our current situation. We expected to be treated as customers of your establishment would be, and we were not. So Steve, I want to know, would you be okay with your wife/daughter/sister/mother being treated this way? Would you have yelled at my mom had my 6'3" dad been standing right next to her? Did you treat her in such an aggressive and demeaning way because she is a woman? I certainly hope not. Every morning do you wake up and decide you're going to be a short tempered jerk who yells at his dissatisfied customers? Because if that's the case, you need a new profession. I pray for people like you who are clearly too arrogant to treat other humans with the respect they deserve. A small piece of advice, customer service is all about transparency. If you are honest, upfront, and transparent with your customers, they have no reason to be upset. Unfortunately, you and your service team were not transparent in this situation and instead continued to lead us to believe things were being taken care of when clearly they were not. Clearly what's going on beyond the car issues is not your problem, but there is a thing called human compassion that you lack, Steve.
A special shout out to Tim in sales for being a complete gentlemen while we were there. If it weren't for Steve, we would buy a car from you.
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