I returned a test-drive vehicle. Wanted my car back. Instead of them just giving me my keys, several people came to me to get me to change my mind.
I went to Patterson Honda on November 29. Test drove a 2013 manual Honda Fit. Took it home for a test drive and changed my mind. Did not want the vehicle and brought it back Saturday, November 30. Spoke to ** ***** and said I changed my mind and wanted to keep my automatic 2012 Honda Fit. He left and **** ***** came out to see what could be done to change my mind. ** ***** came back and asked if another vehicle would be better. **** came out and asked if I knew about the leasing of vehicles. ******* ***** came out and told me the benefits of leasing and how great a deal I could get and how the value of the new Fit would be $10,500 in 3 years, guaranteed. I could trade it in and I would have 10,500 equity. I questioned this and they confirmed it.
I felt frustrated, angry, my head was spinning, I couldn't think with all these people coming at me. I just wanted my keys back. The offer they made on my 2012 Fit was small - $9,500, and I owed over $16,000 on it. They took me to ** ***** (?). He told me I would 'owe' $10,500 in 3 years if I leased the car, not equity in the car. I told them I was told I would have that much equity. **** came in and he seemed as confused as I was. ******* came back and said no - I misunderstood that. I would owe $10,500. They told me the price they were giving me for my car was good - that I could drive by their dealership and see that my old car would be on their lot for $11,500. I just saw on the internet it was on the lot for over $14,000 - so they lied to me. I just wanted my car back. I honestly felt raped, like - I told them NO, and them wouldn't just give me my car back - they sent all these people at me and I literally couldn't think straight. I didn't know what to do to just get out of these. This type of behavior doesn't happen anywhere else - if you change your mind at the grocery store, at the clothing store - no one comes at you - you are free to make a choice and go about your business.
I ended up with the new car - my mistake? You can probably say that - but I felt, truly felt like I was that 15 year old girl getting raped, I said NO and they could have just given me my keys back, said thanks - if you need anything - please come back. They did not do that.
I totally freaked out about the lease and did let them know. ** ***** called me and so did ** ****** They said they are going to change it to a buy - not a lease - 3 years at $248/month, I believe. We will see what happens when I go back on December 21st, and see if they stick with a figure around there. I don't feel comfortable with this lease - I told them I would drive more than 12,000 miles a year. It was like I had no voice - it was all of them and just me. People told me later - you have to bring a guy with you. Why should I? If that is the general consensus - then their behavior is regarded as normal and expected by the general public - everyone talks about 'car salesmen'. It is not acceptable. I didn't even want to look at the car - didn't even want to drive it. Right now I just want this to be all over and don't want anyone else to have to go through this. I shouldn't have to fight and argue with people - just tell them I changed my mind and that should be all.
I will go back on December 21, although I really don't want to see them or talk to them again. They said they would change the lease to a buy. I am out a lot of money - and this 2013 Fit will end up costing me a total of around $30,000 with the amount I owe on the car I traded in, and the amount this one will cost me. Wouldn't you think I would get a CRV, or something else if I really wanted to spend $30,000???
Right now I just want it to end. I will change this to a buy - 3 years at a reasonable cost. I know I will still lose in the end, but I can't take it and don't want to fight. What I really want it for this not to happen to someone else. A woman shouldn't have to be aggressive and yell and argue with these guys just to buy a car, or NOT buy a car, she shouldn't have to bring a guy with her to stick up for her. I am not a feminist - I am a female engineer with a bachelor's degree and a master's degree - working on a PhD. But I was still overwhelmed by their pressure and too many people at once. I couldn't think with them all coming at me.
I just want this to be over and to move on and get this horrendous debt paid off so I never have to see them again.
Contact Name and Title: ***** ********* GSM
Contact Phone: XXXXXXXXXX
Contact Email: **********@pattersonhonda.com
I wish all purchases of new vehicles went perfect, but every now and then we have a customer who get buyers remorse a few days to a week after purchasing the vehicle. I am not one nor is Patterson Honda someone who will call someone a liar, so we will just say this customer had buyers remorse after purchasing this vehicle. Mrs. ******* has bought vehicles from us before and it was you might say a bit difficult to satisfy her, but obviously we did pretty good if she came back again. WHen she came in this time she wanted to purchase a manual transmission Fit and trade out of her automatic fit. She wanted to take the fit over night so she signed a borrowed vehicle agreement and took ours over night. Upon returning the next day she said do to the payments she wanted to keep her fit. My new car manager and floor manager visited with her and found out the reason why was because of the payments. At that time they showed her an option on a Honda lease, which Honda leases are some of the best in the nation with interest rates equalling 1.5%. Her lease payment came out to $22 a month. Yes, $22 dollars a month and she agreed. All details of leases are explained on the sales floor and in our finance department. When she went to finance she then had more questions for **** ***** which he gladly explained. She left finance numerous times to make phone calls to friends and family to ask questions, each time she came back and told us she will do the deal and everything is ok. If this was such a bad deal then why did she not leave the 2 or 3 times she used the phone to call family members? She signed all documents explaining everything and we do have copies of those. A few days later after her trade in had been stocked in and ran through service she sent a bizarre email to patterson auto. At that time i got the email and dug deeper into the deal to see what the issue was. The bottom line is she was unhappy with the lease and had buyers remorse. We contacted the customer to see how we could help her out and she was in Missouri. If she didnt like the car then why would she drive it all the way to Missouri? Why didnt she come in and ask to talk to me(General Sales Manager). So when we contacted her in Missouri we apologized she felt this way and asked if we switched her to a retail purchase for 36 months if we would be ok with the new payments and she was very grateful and told us she would be back December 21 to sign those papers. Now we get this complaint and it honostley blows my mind that she is saying some of these things. Patterson Honda is ranked #19 out of 1051 Honda stores in the nation in customer satisfaction and we along with ***** Patterson take great pride in taking care off all customers. The 2 main issues here are she had numerous opportunities to leave our dealership and not do this deal and then she drove the new car to Missouri. At the time of purchase if she was that unhappy then she could have said something immediately to a supervisor. She even posed for a picture with her new car. In this business and any business when you have someone who makes a big purchase you get buyers remorse quite often. Here at Patterson Auto Group we always tend to the needs of the customer. In this case i have a customer who drove her new car to Missouri, which she now has 2000 miles on the car. The new car and used car have been titled, so we were put in a pickle. If she would have came back that day then we could have easily helped her out, but the truth is she was completely satisfied when she left. I can assure you we went above and beyond and have switched her lease to a purchase and the last time we talked to her she was very happy and grateful for us doing that. We even got her 0.9% financing. According to the complaint she is making us out to be monsters and everyone knows that has ever stepped foot in here that is not the case.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I will explain this one more time and then I'm done. First I will explain the situation and then try to answer/comment on the above.
I drove my white Honda 2012 Fit to Patterson Honda to get the back windshield wiper fixed and my inspection. I walked around the parking lot and thought I might want to try out a manual shift car instead of the automatic I had. I took a 2013 manual shift Fit for a text drive and it was suggested I take it home for the night. (I never signed papers like mentioned in a previous comment from the manager). My husband and I discussed it - he like the one I had and saw no reason for a new one. Financially it was in my best interest to keep the one I had. I will discuss that and get back on track. I had taken a loan out on my 401K for the 2012 Fit and owed about $16,000. It was essentially my car - I could pay it off monthly or not pay it off and I would have to pay taxes on the amount at the end of the year and pay a penalty, but it was my car. This came into play into my decision to keep it as the job I have right now is very unstable. If I lose the job I will not have money for payments.
I came back to Patterson and sat down with ***** and said I wanted to keep my 2012 Fit. I told him my husband like the 2012 better and liked the automatic. I wanted to keep the 2012 Fit. He left and came back and asked if I would like a new automatic? I was perplexed at the time as I didn't know what was going on. I didn't want or show any interest in a new automatic Fit - I just wanted my 2012 Fit. **** comes out, **** comes out and ******* comes out - they tell me about leasing, **** asks what they can do to change my mind. At this point my head was spinning. I couldn't think. I sincerely and seriously thought that all I had to do was come in, return the 2013, tell them I wanted my car back and they would give me my keys and I would be on my way. I didn't know I would have to listen to anyone else, I didn't want to change my mind with any other offers, suggestions. I thought that all I had to do was say I changed my mind and wanted my Honda back, I could just, very easily be given my keys back and that was it.
This is how I related the 15 yr. old rape victim. Why can't she just say no once? Why does she have to scream and fight to get her way? Why couldn't I just have gotten my keys back? Why did all those guys come and talk to me - was I supposed to scream at them and fight (not literally) myself out of this situation and then all would be well? I just said no. I just wanted all to be good. I didn't want to argue, I didn't want to change my mind. I didn't want to continuously listen to all these options. At this point I truly didn't think I had a choice - I thought they somehow had me legally and I had just wanted to do whatever it took to get out of there. In a sort of surreal way of thinking - since I couldn't really think - maybe if I just do what they want - it will all be ok - I can get in my car and drive away after all this.
Ok - back on track to respond to the above:
I explained the rape. I'm sure it is very difficult for one person to fully understand how another person feels. It really felt horrible to me to not be able to say "I changed my mind, I want to keep my car" and it doesn't happen. I didn't want to be mean, I did not want to fight verbally - I just wanted my car back. Why can't the girl just say no and all is good. Even in court they ask her why she didn't scream loud enough, fight hard enough. Why couldn't I just say no and get my car back?
As I said it is difficult for another person to fully understand how another person truly feels. I was shaking inside. I was freaking out inside. My head was literally spinning and I felt I was walking around in a daze. In the response above, the manager said I didn't look upset. I really was feeling horrible. As for the buyers remorse he talked about. This is my situation - why I wanted to keep my other car. It was mine. I would owe taxes and a fee, but it was mine. Let's say I lose this job in a few months. They take this car back because I can't pay the payments. I still owe the $16,000 for a car I no longer have (the 2012 Fit) and give them back this car and I have no car, but owe money for no existent car. If I had kept my car - I would still have a car.
I will sign the papers on the change from lease to buy, this coming Saturday, this was discussed as the lease really freaks me out and I can't go that route.
I did talk to my sister and couldn't even concentrate very well when I talked to her to try to end this all. At this point, I thought I had no choice, I couldn't have my car back and I had to do something - with this other car, whatever happened would happen. I needed to get out of there.
He mentioned that my experience at the 'Oklahoma' dealer was ok - what Oklahoma dealer is he talking about? I never went to any Oklahoma dealer ? ? ?
As for the people adding fuel to the fire - the people I talked to were just talking about their experiences with dealers in general.
The manager asks if I though well of all these guys, what was the problem? I am not going to talk mean about these people. Maybe they were taught to ask about options - I don't know, but I don't think it's my place to be mean to people or point out their faults. They are working people who need their jobs as much as I need my job. The lies told - my picture posed with my car? In the previous post - this was said - no mention of it here. I bought 'cars' there - One car. And the misunderstanding about the $10,500. When ******* explained it to me, with **** there, we BOTH thought he meant this 2013 would be worth that much in trade-in. I asked about that - unsure - as this car I 'traded' in, less than one year, I only got $9,500 for it I- I wondered how I could get $10,500 in 3 years. **** & I both misunderstood I guess - because **** had to call ******* back in to explain it. I'm not saying this one exactly was a lie - but a super doper misunderstanding.
Again - yes I had a horrible experience - I felt awful and taken advantage of, but I will not speak ill of individuals as I don't know them personally to make that judgement. I don't know hy they did what they did. I don't believe being evil to them is a way to handle this.
All in the end - I just want another person to not go through what I did. If someone changes their mind and wants their car back, can't they just have it back without being bombarded with people. I will pay my dues, I have learned my lesson, I will deal with the consequences. I just don't want someone else to go through this.
Final Business Response
Patterson Honda is very sorry you had a bad experience and I we have done everything we can to make it right. These responses are going back/forth and I dont see Mrs. ****** being happy regardless of what takes place. We have been respectful of her and have done everything we can do make her happy. Unfortunately there is the Texas law that does not permit a cooling off period when purchasing a vehicle. Law contracts were signed and her vehicle was titled. Her trade in was also titled to Patterson Auto Group. On her new retail 36 month purchase I have cut the price of FIT by 500 dollars. She makes statements that if she loses her job she wont be able to make her payemnts. She must understand she now has a 2013 Fit that she only owes 7300 on. This fit will have plenty of equity if she were needing to get rid of it in case of an emergency. We are selling our car at invoice and provided her with 0.9% financing. I dont know how you can get a much better deal. Trade in for her 2012 fit was 10,000 and that is higher than market value for that vehicle. Once again we truly apologize she did not have a great experience. To compensate her we have sold her the new fit at invoice, gave her 0.9% financing, 2 free oil changes and I am going to give her a $100 gift card that I personally purchased(not the dealership). I hope everyone has a very safe and merry christmas.