Jacob Mautner told me in person there were 2 keys to my 2025 Honda Pilot multiple times, I had told him it was a deal breaker for me to not have a second key and he even told me in front of my mother who was also there. Then he told me they had mailed it over the phone when I called to check on it. Then when I called back to check on it again since I hadn’t received it he said they lost it and would check to see with his parts department what they could do and he would call me back. When he didn’t call me back I texted, he then informed me that they wouldn’t be paying for full replacement. I called management and spoke to a Matt, not sure which one as they have multiple, to see if anything could be done and they said they would speak with Jacob and call me back. Unsurprisingly - they never called me back. I called again today, and got thrown around to every team member you can think of, while still staying polite. Tyler from sales transferred me to the service department who literally hung up on me while I was in the middle of explaining my situation and then I called back and got a girl who had only been there two months who apologized for everyone else who then transferred me back to the receptionist who also is a nice lady. She then transferred me to their customer relations manager who again. Did not answer. It’s wonderful to spend a pretty penny on a basically brand new vehicle just to be ignored right after. There’s a reason this dealership sells the most cars, they DGAF about you after so they have the time. HAPPY TO CHANGE MY REVIEW to reflect better service if you want to rectify this ridiculous situation considering a new key costs you close to nothing. It’s simple - don’t promise a key you don’t have, if they had told me from the start I could’ve gotten a different vehicle.
Oh also. If you go in here expect to be very poorly good cop - bad copped by Jacob Mautner or any other of the lower level associates and manager Andrew Caccia. I literally saw them do the exact same skit with the person next to me right before they did it to me, lower associate offers you a terrible deal, then the lower associate plays nice guy and says let me see what my manager can do better than this, then they come back with a better but still shitty deal, and as they’re telling that still shitty better number to you Mr actor himself Andrew just happens to walk by and basically yells a lower number than he told the associate to say “oh you won’t do that?! Good luck!! You can leave because you won’t find a better deal anywhere else, that’s crazy you won’t do that!” Funny I wonder how often this puts people off considering I saw two people walk out on them after it.
You want a good deal from them? The only way you’re getting it is if you come in with numbers from somewhere else they have to do better than.
Net Promoter® NPS®, NPS Prism®, y los emoticonos relacionados con NPS son marcas registradas de Bain & Company, Inc., Satmetrix Systems, Inc., y Fred Reichheld. Net Promoter Score™ y Net Promoter System™ son marcas de servicio de Bain & Company, Inc., y Fred Reichheld.
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Oh also. If you go in here expect to be very poorly good cop - bad copped by Jacob Mautner or any other of the lower level associates and manager Andrew Caccia. I literally saw them do the exact same skit with the person next to me right before they did it to me, lower associate offers you a terrible deal, then the lower associate plays nice guy and says let me see what my manager can do better than this, then they come back with a better but still shitty deal, and as they’re telling that still shitty better number to you Mr actor himself Andrew just happens to walk by and basically yells a lower number than he told the associate to say “oh you won’t do that?! Good luck!! You can leave because you won’t find a better deal anywhere else, that’s crazy you won’t do that!” Funny I wonder how often this puts people off considering I saw two people walk out on them after it.
You want a good deal from them? The only way you’re getting it is if you come in with numbers from somewhere else they have to do better than.