Mountain View Inn

I have a 2012 honda CR-V purchased at Stevenson Honda Acura. The heater core just went out at only 24k miles on the car, very common problem btw. I just called the service dept to schedule an appointment and make sure I was going to get a free loaner car if my honda had to stay over night in the shop (just like it is advertised on Stevenson website). The lady I spoke to said that providing a free loaner car is not a standard service. She said that they only have a limited number of loaner cars and that they can provide free shuttle. Well, I use my car to run my own business and a shuttle is not an option. My point is that their customer service is really far away from what they advertise. While the lady wasn't rude she was not very polite either. It's either this or that, was basically her response. My next car purchase will definitely not be with Stevenson Honda in Wilmington

I recently visited Stevenson Honda in Wilmington and purchased a 2016 Honda Civic. I first met with salesperson Frank C[redacted] around 10am on 5/27. We test drove the 2016 Honda Civic. When we got back from the test drive he asked how we should proceed from there. I said that I would need to negotiate the price, and I noted several times, that I wanted to deal in terms of the out-the-door, total cost, tax/tag/title/fees etc. price. When I told Mr. C[redacted] I wanted to negotiate the price he called over Mr. Brendan D[redacted]. At this point it was getting close to 11:30am. I had mentioned earlier that I had to leave at 11:30am to go to lunch and that I would come back afterwards. Mr. D[redacted] asked me what my no "bs" offer was that I would be willing to pay for the vehicle. I told him the price I could do was $19,000. He said that was low but he would talk to his boss and see what he could do. He came back and said that his boss approved of my $19,000 offer. Mr. D[redacted] then requested that I sign a paper that he wrote in pen to signify that I would purchase the vehicle for $19,000 upon my return from lunch. This seemed strange to me, but I agreed to sign pending my approval of a loan rate. I signed the document per his request. I then went to lunch, excited that I was going to get what I thought was a great deal. When I returned from lunch I spent the next several hours with Mr. Kenneth W[redacted] in finance. He told me that there was no more negotiating the price of the vehicle and that we would just be discussing the down payment, loan rates, and WRAP (lifetime bumper to bumper warranty package). We negotiated the price of the WRAP and I agreed to a $10,000 down payment and loan rate. I agreed to pay $10,000 up front, and finance the rest through SunTrust. The total cost I thought I would be paying was $21,546.60 (including the WRAP, taxes/fees/title/etc., not including the down payment), per the negotiation I had with Mr. D[redacted] earlier, not a $30,000+ figure. I signed the paperwork and left. I had to bring my vehicle back the following week for several reasons: there were scratches under the front bumper, a pen mark on the inside of the driver's door, and the trunk mat they provided the evening of the sale had a substantial cut in it.

I went to SunTrust on 6/17 to pay off part of my SunTrust loan which I believed would be in the $11,000 range since I thought I had already paid $10,000 up front on $21,546.60 per the negotiation with Mr. D[redacted]. However, SunTrust said I had a loan taken for the $21,546.60. I was very confused to say the least. I then called the Stevenson Honda dealership and was transferred to finance, only to be met with an answering machine two separate times. I called again and the receptionist said she would get a finance individual to contact me when they were available. I waited over 45 minutes with no call back from the dealership, so I drove to Stevenson Honda. I spoke with Frank C[redacted] about this confusion and he said that Mr. D[redacted] no longer worked there anymore and that there would probably be no way to locate the paperwork that Mr. D[redacted] drew up that I signed, agreeing on the $19,000 price for the vehicle. He did remember that Mr. D[redacted] drew up the aforementioned agreement document for me to sign. He said he didn't think there was anything we could do about this and got the floor manager to talk to me. By the end of my discussion with the floor manager, he said he would read through my paperwork again but seemed hesitant to address the negotiation document that I signed with Mr. D[redacted]. He said he didn't have the ability to look in the files at that time and stated that I should have known $19,000 for the vehicle was not realistic. He then said he would call me tomorrow morning (6/18) after reading my paperwork and talking to his boss. Overall he seemed opposed to investigating this issue beyond the minimum effort, and noted that his job, while involving customer service, also revolves around the bottom-line. Additionally, he noted that he didn't have to help me and that he was just looking into this as a courtesy. After this, he said that this was the end of our conversation and that he had other things to take care of.

I was under the impression, per negotiation with Mr. D[redacted], that the $19,000 was the total out the door price for the vehicle (including tax/tag/title/fees, not including WRAP). Instead, I was charged an additional ~$21,000 loan from Suntrust on top of my $10,000 down payment. I sent an email to the GM (Patrick Koballa) this morning reflecting my concerns. I then received a call from the floor manager saying that he saw the email I sent to the GM, and that he was done dealing with this issue. I also emailed the owner this morning and have not received a response from her either. This has been a very discouraging $10,000 discrepancy that Stevenson Honda appears to want to ignore, and not investigate my concerns any further. My concerns remain unresolved at this time.

Exceptional my service consultant Jeremiah C[redacted], took a bad situation and made it exceptional. Could not have been more pleased, He deserves credit for his outstanding care and going out of his way for my wife and I. He earned our trust!!

[redacted]

My service advisor, Jeremiah, is excellent. He bends over backward to accommodate last minute need and returns call promptly. Work is checked and have never had a concern.

The service group was highly professional and informative.

This is the premier Honda Acura dealership in the Southeast I have traded with this man is for other similar dealerships in this organization is superior reference sales service general appearance of Business and leave the decorum under which it operates. Trust Stevenson Acura Honda 100%

Great service

Great experience with these guys. Friendly, no hassle business that cares about the relationships with people.

Very good service--professional, courteous service--fast and comprehensive too!!

Service time was given and to our surprise it was done much earlier.

Work done correctly and timely.

I always receive exceptional service at Stevenson Honda Wilmington

I purchased a vehicle last year from the Stevenson pre-owned lot. I paid all extras to have every warranty. I have had nothing but negative experiences... I didn't get my tags in a timely manner, took almost 60 days. Then I have an axle replaced only for the tech to barely put my tires back on, my lug nuts were so loose I almost lost a tire. Then I have a check engine light come on so I schedule an appointment only to be told that they can not service my car because it needs a software update from parkway hyundai. Never did a stevenson employee attempt to set this up with parkway, so I go to parkway to be told that stevenson needed to contact them and that my warranty should cover it. I contact stevenson and the warranty will not cover it and no one knows who, what, where, when to go. Stevenoon has given me a huge run around and the warranty is Lies. It covers nothing. I am very disappointed and would not recommend anyone to this dealership for purchase, service and certainly not a worthy warranty!!!!

Review: I had a reservation (confirmation #[redacted]) for arrival june 28, 2016 for 6 night. Upon arrival I told the deck clerk (Nathan) that I would be paying in cash. He informed me that I would need a credit card on file for a deposit. I gave him a card and he attempted to authorize the entire amount for the 6 nights ($457.80) I received a text informing me of the amount he was authorizing and I declined the transaction. I told him he could do a deposit for incidentals or a security deposit but since I was paying in cash that authorizing the entire amount on my card plus taking my cash was not standard practice. He informed me that it was their policy and would and refused to allow me to stay unless I allowed him to authorize the entire amount. I refused.

I have stayed at this facility several times paying cash and have never had this issue before.

I was in town for business and discussed the issue with others. I know a couple that were staying in the facility and they did not have a credit card at all. They were were allowed to stay without incident or question even though they did not have a credit card available.

I feel as though I was discriminated against as I was refused service.Desired Settlement: I want their policy to be on all reservations when they are sent out via email or USPS mail. I stay in Latrobe every year for 6 nights and want to be comped for two nights for my next stay.

Business

Response:

Nathan Front Desk 7/20/2016Re-guarding the complaint on 7/1/2016 from [redacted], here is my side.6/20/2016 During the check in process [redacted]'s credit card was declined I then politely asked for another credit card upon handing me the second card [redacted] said I was not to charge his card he would be paying cash, my response was that it was only an authorization hold not a charge and that the amount is always the full amount of the stay that is our policy. He then said he would be paying cash half now half in the days ahead. I then proceeded to check the validity of the card and told him the card was invalid and no-matter if he was paying half or all in cash we needed a valid card in-case misuse or destruction of the room occurred and walk out without paying for the remainder of the stay. In the customer's statement of the problem: “I know a couple that were staying in the facility and did not have a credit card at all” I checked everyone that was in our system and not one guest was without a credit card on file and once again that is our policy and a must that everyone regardless of whether paying cash or not a valid card must be on file and authorization for the full amount must be done.If the Revdex.com has any questions about this complaint please feel free to correspond with me at this e-mail of directly though the front desk at [redacted] Thank you for bringing this issue to my attention. And please cc to my GM. Scott K at [redacted]Sincerely, Nathan Front Desk Employeeat The Inn At Mountainview