Mike Maroone Honda

Great Service! Everybody was very helpful and really had my best interest in mind! I would recommend this dealership to anybody and everybody! James and Dan helped o Everybody was very helpful and really had my best interest in mind! I would recommend this dealership to anybody and everybody! James and Dan helped out a a lot! More

Excellent Great service; very timely and very price competitive. Friendly service advisors and good feedback. Waiting room was pleasant and we’ll stocked with Great service; very timely and very price competitive. Friendly service advisors and good feedback. Waiting room was pleasant and we’ll stocked with amenities. Thanks. More

Be Careful of their Guilt & Shame Tactics I am not going to make a recommendation to either shop or not shop at Mike Maroone Honda. That is your decision to make. My goal is to share with you I am not going to make a recommendation to either shop or not shop at Mike Maroone Honda. That is your decision to make. My goal is to share with you my experience as well as some insights about how Maroone operates, so you can make a more informed decision. My apologies for the long and detailed story: providing more detail is necessary with online reviews because it is too easy for business owners to add their responses to discount customer experiences. First, I have had the benefit of a 90-minute drive to think through the experience I had today and to collect my thoughts. The interaction I had with Maroone’s staff was contentious, heated, and emotional. And it all comes down to two primary tactics Mike Maroone’s staff deploy in an effort to maintain an upper-hand: [1] Convincing customers to take on Mike Maroone’s business demands: “You want us to make a profit, don’t you?” [2] Gaslighting and Mincing Words: “That not exactly what we said, it must have been your fault that you misinterpreted us.” These two tactics were used extensively in my interaction with Maroone staff. The three staff members I encountered were Marcus (sales agent), Scott (sales manager), and Josh (sales manager). The majority of my experience was with Marcus and Josh. Situation: I am in the market for a used BMW X3. I live in the Denver metro area. I found a 2016 BMW at Maroone (90 minutes away) as well as one at a Denver dealer. I test drove the Denver dealer vehicle on a Friday and wanted to see if it made sense to drive down to Colorado Springs and evaluate the Maroone vehicle. I had been speaking with Marcus about the vehicle for a week. The following exchange took place with Marcus on Friday: Me: “Marcus, I have a vehicle up here I like. Before I purchase it, I’d like to come look at your 2016 BMW, but only if it makes financial sense. Are you guys willing to come down on the price due to it having an accident on record?” Marcus: “My managers will work with you. What price would you need to get to for it to make sense?” Me: “Based on the diminished resale value of the vehicle, we would need to get to at least $25,000 for it to make sense.” Marcus: “Come on in. We will work with you on that.” This is the line that needs to be noted due to the second tactic I mentioned about mincing words and gaslighting. I drove down to Colorado Springs the following day to see the vehicle and with the goal of purchasing the vehicle. It met my needs. And at $25,000, it was in budget and allowed me to accept the resale risk with an accident on record. The car was right. It drove well and was in good condition. In the car ride with Marcus, I mentioned again to him, “I like the vehicle. We just need to get to the right price point we discussed yesterday.” Marcus got the first manager, Scott, back at the dealership. I explained what we were looking for and Scott’s response was: “This is priced as low as we can go already. It’s a steal and a great deal. We will not go lower.” I had driven down under the premise that we were at $25,000. I had gone to lengths to be direct and answer Marcus’s questions about what we needed to get to in order for it to make sense for me to make the drive down. Scott did not offer any apologies. He offered no conciliation. He was firm that I should be happy with the price as is. Scott left and I turned to Marcus. “What happened here? You told me this was workable.” Marcus: “I talked to my managers, who I can’t name, who told me they would work with you. But it’s out of my hands. They make the decision. I’m just the messenger.” Me: “Can we call the managers you talked to?” Marcus: “I can’t reveal who they were. I know you came down here based on those terms. I feel bad about that. I can offer to fill up your gas tank.” Me: “Don’t bother.” Josh walked in while we were discussing this and asked whether we were able to make a deal. I told him “No. You guys had me drive down here for no reason.” Josh began clarifying and getting more of the store. Rather than understand and accept responsibility, he began deploying tactic number one: “What do you think a reasonable price is? You can’t think it’s reasonable for us to take that much less than book can you?” Be forewarned about this tactic: It is no customer’s responsibility to manage the profit and loss statement of any business they patronage. Many businesses – including dealerships – take losses on vehicle in order to sell service contracts or upgrades. I can’t say whether this is Maroone’s business model. What I can say is what I think is reasonable: honor the terms you set forth with customers in order to get them in the door. Josh also conceded this point. At one point he asked me what I do for a living, as an appeal to get me thinking like a business person, again so he could try to leverage me as an advocate for HIS profit margin. When this didn’t work, he moved quickly to tactic number two. Josh: “Have you ever made a mistake in your business?” Me: “Yes.” Josh: “And what did you do when you made the mistake?” Me: “I also have salespeople who report to me. And when they warrant a term with potential clients, we honor it. If that means having to eat a slimmer margin, he honor it. And we have honored it.” Josh: “I agree, but Marcus didn’t say he would give it to you at $25,000. He hasn’t done anything wrong. You misinterpreted when he said ‘We will work with you.” Me: “How should I have interpreted it? He asked me a straightforward question: what price do we need to get to make a deal? I gave a straightforward answer: at least $25,000.” Josh: “Well you know what BMWs are worth. You know the blue book value is worth more than that. Do you think that was reasonable to think we’d be able to offer that?” Me: “It was reasonable to accept the terms Marcus outlined and set forth before I made the 90-minute f***** drive down here.” At this point, when I dropped the f-bomb, Josh took a deliberate step forward into my face, got on his tip toes and retaliated with his own: Josh: “You get the f*** out of my dealership.” This was the peak of the exchange with Maroone’s people. You can make up your own mind on whether I should or should not have used the choice language. I don’t care that Josh used it back. What I do care about is that Josh continued to hold to the line that it was my fault: I was being unreasonable to expect the price I did. I was not helping them make the margin they wanted to make on the vehicle. I should have talked with someone who could actually back what Marcus warranted. His appeal: “Nobody here had any malicious INTENT.” My response: “Intent doesn’t matter. I intended to get a good deal. You intended to make a nice profit. Marcus intended to honor the arrangement. Intent doesn’t matter. Why I spoke with Marcus no fewer than six times this week was to make sure we were being clear with expectations and terms, not intent.” At the end of the day, I left without the vehicle. I was fuming. I still have some residual anger. Both Josh and Marcus offered to fill up my tank as consolation. But all of us as customers, agree that this comes across as another tactic for clearing their own conscience, and a poor consolation at that. It makes the experience transactional as if just compensating me for the cost of gas absolves them of the responsibility attached to my time away from family, the frustration, and the destruction of trust in the marketplace. No thank you. I’ll fill up my own tank. Josh had one last go at mincing words. When I mentioned that what they did was a bait-and-switch, Josh began explaining to me that this is not a bait and switch. He lectured that a bait and switch is when you have a price and mark it up when the customer comes into the dealership. This was just a price they couldn’t honor. This is the second time I have heard a dealer resort to this level of mincing words. Dealers have such a long history of bait and switch, they are not resorting to just making up their own definition of it. It reminds me of the classic “It depends on what the meaning of the word ‘is’ is.” We also know that parsing words like this is a way of dodging the truth, denying responsibility. We are not dumb. This is a bait and switch. Stop pretending like it isn’t. Frankly, I should have known and paid attention when I saw a warning sign this morning. After being listed on the market for $27,500 for the last two weeks, Maroone Honda changed the price last night to $31,646. I called to validate this with Marcus this morning before driving down and he reassured me that they would honor the price we discussed the day before. I should have trusted the red flag that popped up. In summary (for those of you who have made it this far), I hope this helps you recognize the tactics that Maroone Honda deploys. Don’t let it work. Can you get a good car at Maroone Honda? I have no reason to not believe you can. Are they straightforward, honest, and understanding of the mutual exchange that needs to occur between seller and buyer? I cannot say they are based on my experience. More

Very Dependable For ten years now , I have brought my car here for maintenance or minor repairs, and have rececieved outstanding service each time. I appreciate havin For ten years now , I have brought my car here for maintenance or minor repairs, and have rececieved outstanding service each time. I appreciate having a service consultant that keeps you informed on the status of your car while it is in the shop, and how they keep you updated on the maintenance schedule of your car (when various parts need attention after so many miles). The one time I had a problem with the service performed, they immediately and effectively fixed it with out a problem. I am delighted with the work done on my car, and the customer service provided. More

Damaged Tire not repaired the first time the vehicle took a large screw in a tire and started losing air pressure. My wife took the vehicle to the dealership stopping several times to keep th the vehicle took a large screw in a tire and started losing air pressure. My wife took the vehicle to the dealership stopping several times to keep the tire filled. The Service provider was very helpful and said they would patch the tire. We have road side assistance and the extended warranty so there was no charge. this was on Sept 4th 20018. On sept 7 2018 the low pressure light came on again. Immediately took it back to the dealership spoke with the same service advisor Dylan Frizzell. He said he would personally check on the status of the tire. Found out that the screw was still in it and had not been repaired. I understand that this could the negligence of one mechanic. But only two reasons he would not check a tire properly, he is either lazy or under orders to cut corners. either reason put the safety of my wife at risk and makes it hard for me to trust the mechanics there. . as before this could be a single bad judgement, but honda needs to address the problem so it doesn't happen again. As I said before Dylan the Service Advisor was very thorough and made sure it was fixed the second time and allowed me to actually see the repair before the tire was installed. My advice not just this dealership but any place you have maintenance done, insist on seeing the failed part and the new part installed before you depart. Sincerely Bryan Townsend More

Service visit Excellent attention - personal, on time and very professional. Timothy did an outstanding job, prepping for the service and summarizing what I receive Excellent attention - personal, on time and very professional. Timothy did an outstanding job, prepping for the service and summarizing what I received. Off the top guys! More

Great experience! Car buying is so stressful, luckily I found the guys at Mike Maroone. I walked into Mike maroone not sure what I was going to do because my car was to Car buying is so stressful, luckily I found the guys at Mike Maroone. I walked into Mike maroone not sure what I was going to do because my car was totalled by hail and Steve Young took care of me from that first day the whole way to the finalization purchasing my gorgeous honda insight and even got my husband in a chevy silverado from one of their other dealerships well! The guys were great! We laughed and joked the whole time making buying a car a really enjoyable experience More

Great service, highly recommend! I had a maintenance reminder show on my Ridgeline and making the appointment online was super easy, not long to wait for an appointment, they sent me I had a maintenance reminder show on my Ridgeline and making the appointment online was super easy, not long to wait for an appointment, they sent me reminders, I could drop off the night before, they were done in an hour, and they didn’t charge me all kinds of extras. They mentioned the air filter but said nothing to worry about now, maybe in the future. Overall great experience! More

Terri to the rescue! An undercarriage shield on my Accord came lose. I wasn’t even sure what it was. Terri J. lnows I’m retired and on a low budget and she made sure I rec An undercarriage shield on my Accord came lose. I wasn’t even sure what it was. Terri J. lnows I’m retired and on a low budget and she made sure I received a temporary fix to maintain the protection the shield provides. She’s always friendly, knows me and my car and is always able to find a coupon for the service I receive. My neighbor thinks they’re too costly but she’s wrong. Your dealership is consistently best and she then seems surprised when I tell her about my services and she’s surprised your people always wash my car too. It’s those extras that assure me of the BEST service. Thank your staff from me. More

Thank You for the Excellent Service My excellent service experience begins with making the appointment for an early morning drop-off. Tim asked all the right questions: what service is My excellent service experience begins with making the appointment for an early morning drop-off. Tim asked all the right questions: what service is needed, when do you want to come by, do I need a ride, and then he sent an email confirmation. The morning we arrived, we were greeted with a clean and staffed service drive. Tim took the keys and confirmed the service needed and an estimate cost. Tim called later in the morning to say the car was ready and to come by anytime. The service bill was less than expected, too. I am a regular customer to this store since 2006 and I have 2 Honda vehicles. More