Gustman Motor Company, Inc.

What started as a very low pressure and pleasant experience buying a car with Gustman Honda in Appleton turned out to be an extremely frustrating battle over 4 months that ended with me buying a car from another dealer and getting a refund from Gustman Honda. I wanted to buy a new 2015 Honda Fit that, despite original claims, was not available on any of their lots. I decided to place an order through Gustman Honda from the factory. The car was estimated to arrive in 2-3 months. After waiting that long, the problems began. I could not get any specific answers regarding ETA of vehicle, and had several instances where Gustman just did not call or email back. Gustman claimed the delay of reply was due to internet/server problems twice, and when they did reply it was still just delaying the ETA in a general manner. I called customer service at this point and was finally given a production date and ETA placing the car at the dealer 4 months after ordering. I was also connected with the GM, [redacted], at this point. After not hearing back again once this time frame had passed, I tried to contact [redacted] via email 1st with no response, then I called and left a voicemail with no response. I then stopped in to the store in person. After explaining the situation and my frustration, I was told [redacted] was not available as he was on lunch break. The finance manager, [redacted], took my number and said [redacted] would return the call as soon as he got back. The call was not returned that day or for the next few days. I then proceeded to buy a car from the only other dealer in the state (2 hours away) that had the car type and specs I ordered. I called Gustman again that day and left a message with [redacted] asking if he or [redacted] would call back so that we could discuss the refund of the money I had put down to order the car. I still got no response. I stopped in and was able to catch [redacted] in person. [redacted] gave me a story about trying to call, but said "the number must have been incorrect." This was infuriating because he had several voicemails in which I left my number, several emails (so he could have responded this way or used the number I left in the email), and I physically watched [redacted] write my number correctly when I stopped in. He also mentioned he was too busy to look into in further. However, he still had the nerve to tell me he was still working on getting a trade from another dealer and was hoping to work something out. I informed him that the service was unacceptable, and I had purchased my car with another dealer that said they had no conversation with [redacted] about making a trade. At this point, I demanded my refund and was told it would be processed this coming week. I was appalled at the customer service and disrespect from so many different angles through this dealer and hope that they will followup with some customer service training so that others do not have the same experience in the future.