After visiting 2 dealerships, I decided to try one more, Casey Honda, BIG MISTAKE! I called ahead to inquire about the 2006 Honda Pilot, Mr. Johnny T., salesman, said they just received one and he would pull it from the back of the lot for us to see; I let him know my husband and I we were on our way.
We arrived at the dealership at approx 4:45pm on Wednesday, July 29, 2009. We were taken to see the Pilot and allowed to test drive it, of course. We were told it was a Honda Certified Pre-Owned Used Car which gave me GREAT comfort. Not having purchased a vehicle on my own at a dealership before I was not familiar with the process, I expressed this to the salesman. We proceeded to negotiate a price, once final we went to financing--let the issues begin!
We were informed that there computer systems were down and they were unable to obtain our credit reports, but they wanted to proceed because I knew my rating, but I was very clear that I did NOT know my husband's. Somehow we were there 6 HOURS! By 10:30 that night we were exhausted and still listening to our options for extended warranties and the like. We had to take a loaner car (Honda Accord) for the night because the Pilot hadn't been detailed; it was dirty, missing rugs and cup holders.
Kids in tow, we returned the next evening to pick up the Pilot, and finalize the paperwork. We received the keys and again, were sent over to Financing; well Johnny walked us over, sat us down, and said someone would be with us shortly. An hour went by, nothing. Finally someone asked why we were still sitting there! We explained. He said it had all been handled and we were good to go. I still had the keys to the Odyssey I was trading in and we didn't know who the financing was through, when our payments would start and who we would be making them to. Are we going to get a payment book, or something?
I had also stated that I wanted a document stating my Pilot was a Honda Certified Pre-Owned vehicle. We were then taken to a small unkempt office, where we discussed interest rates. Now, after having looked up our credit and realizing my husband and I are at opposite spectrums, they we scrounging to find a bank to finance us, needless to say the rate they quoted was out the window! Up went our payments, $100 more than we planned! After 3 hours and a bank to finance, we left.
On Saturday August 1, 2009 while closing the rear hatch door I noticed a VERY LARGE CRACK in the bumper! I called the dealership; they needed to see it, so Monday, August 2, we were back at the dealership. Mr. Towler apologized, telling me he neglected to walk around the vehicle to inspect it with us prior to purchase and it was his fault it went unnoticed. They agreed to fix it; we had to wait though because the part had to be ordered and we were going out of town next week, Aug. 8-15th.
We took the Pilot in on Mon., Aug 17th and were told it would be ready later that day. I didn't hear anything from Mr. T., so my husband and I headed to the dealership after 5:30. While in route, Mr. T. called to say the part didn't come in, he apologizes, it'll be ready Wednesday. Meanwhile, I am driving around in an itty bitty Saturn ION. I am 5'10, my husband is 6'1" and my 9 and 10 year old are both 5'. The ION was NOT a comfortable fit. Crank windows and no remote/keyless entry! Needles to say my car payment isn't any less.
Wednesday came, no phone call, so at 4:30 I called Mr. T., he didn't know what the status was, so he had to go check and then call me back. AGAIN, the Pilot isn't ready; the part hasn't arrived...the part should be here tomorrow, Pilot should be ready by tomorrow, but we will say Friday to avoid any issues. (Okay? What choice do I have now?) He calls Friday it IS ready, we can't pick it up that night, family issues, and we go on Saturday.
We get there and the bumper is DAMAGED! Used Car Sales Manager, Malcolm says, "Looks like someone bumped it on the lot, sorry, we will replace it again, take it home for now we will call you when the part is in". At this point I HATE this place! I comment about it being bumped on the lot and am told by Malcolm, that's what bumpers are for, it happens. I ask again for the documentation stating my Pilot is a Honda Certified Pre-Owned Pilot. We wait, wait, and wait (kids in tow again!)
Finally, Malcolm, out again, takes me into a hallway along with my husband and Mr. T. and asks, "Who told you the Pilot is a Honda Certified Pre-Owned car?" I reply, "He did" pointing at Mr. T., who looked surprised. Malcolm says, "If it was a Honda Certified Pre-Owned car it would've had stickers stating so, were there stickers?" I explained, "That is what I thought too, but Mr. T. had assured me the car was so new to the lot they hadn't put them on yet, which also explained why it wasn't detailed". Malcolm looked directly at Mr. T. and emphatically stated, "That car has been on the lot for 159 days, if it was certified it would've had stickers unless someone took them off!" He then looked at me and said that if I bought the Pilot thinking it was certified he would certify it. Adding that might mean they will have to keep my Pilot for a week, because it is an extensive and expensive process, oh and they were going to replace the bumper during that time as well.
Mr. T. picked up my Pilot at about noon the next day leaving me with another loaner. This time it was a Honda Accord, better. The following morning he called to let me know the Pilot had been certified. They didn't even keep it 24hrs! What could they have possibly done? I made sure to request a work history, where it appeared a couple of filters, a couple of bulbs and fluids were changed. That's it? That is the BIG EXPENSIVE Certification process. I questioned them they said it is certified. How? What makes it so? I feel tricked! And the bumper was still not fixed! (The part still wasn't in!)
Well, then came time to fix the bumper; Mr. T. met me at my job; he brought a 2006 Pilot to use while they worked on mine. Yea! Finally, something compatible! He called the next day Thursday September 10, 2009 at about 12:30pm, it is ready. We explain that our kids will be out of school soon, we will be there afterwards. At 3:00pm my Mom and I go to pick it up, when we arrive Mr. T. explained he took my Pilot for a test drive (I don't know why) and noticed the brake light indicator light was on, so as a courtesy they were fixing it now, it'll be ready shortly.
Over an hour later, I walk to the bay to see what's happening, after all, how long can it take to change a bulb? Diana, a supervisor in the bay area, hands me my bag. I ask how she got it. (I had left it in the loaner Pilot) Your salesman Johnny, brought it to me and asked that I give it to you, she says. At this point I am confused, I ask, Where are the other items I left in the loaner Pilot? She proceeds to take me to where my Pilot is being worked on and I see the loaner Pilot being worked on too! I ask and am then told that it was actually the Brake Sensor that was broken and not just a bulb and they are taking the brake sensor out of the loaner to put into my Pilot because they don't have the part I need in stock. GREAT, now I am getting a USED part!
Not happy and on the verge of tears, I ask how much longer. An hour and forty five minutes, the technician says. Now I am stuck! My Mom is stuck! I ask if they have a car I can use to take my mother home, I was told they don't have a shuttle that goes THAT FAR! It is 30 miles (15 there and 15 back). At this point I have had to put more than 200 miles on MY Pilot going back and forth from home to there. Not that anyone cares! So my Mom and I wait; it is finally ready a little after 5pm. At some point prior to this, I spoke with Malcolm over the phone and ask why he hadn't returned my husband's call, he says he didn't receive a message, that he doesn't use his voicemail, it's too impersonal!
I again question the Certification Process, stating, according to the HONDA website there is 150point check list that it supposed to be followed, Malcolm told me that isn't so. According to the website AND the pamphlet THEY gave me on Honda Certified Pre-Owned Vehicles the finish is supposed to be smooth, there isn't supposed to be any corrosion, the spare tire is supposed to be in good condition, etc. These are the things I still have issue with. They said my Pilot is certified and pretty much that is that!
Well I did let them know that I want a NEW brake sensor. They tried to say it will have the same warranty--12 months 12,000 miles. But I explained I would rather have a new part that is researched to last X amount of years than a used part that has an unknown amount of life left. I am still waiting for this to happen, the part has arrived, but now I have to get there and either drop off the car and later return to pick it up or sit around waiting who knows how long for it to be fixed, I have been told a loaner car is not at option this time.
My Piolt has an extra 200+ miles to it, gas ther and back, depreciation due to mileage. Because they aren't concerned with the finish i will probably have to pay >$900 to have scratches removed, I will also have to get a new spare tire wheel- the one i have is corroded. as is a lot of the nuts and bolts etc.
I also complained about a late shifting transmission, they said that is "normal" and the noisy brakes, also "normal". The tires are also feathered, which i am told means they are not evely worn, so they make more noise than they should. all of which the Casey Honda dealership said is normal.
