Southern Motors Honda

Southern Motors Honda responded

Good afternoon Ms. Talley, Thank you for your concerns however, I would like to shine some light on your concerns and your experience here with us. First, you spent awhile talking with Marleny from Atlanta inquiring about the vehicle you were wanting. You wanted an exact replacement for a vehicle that you had before. Unfortunately, Honda doesn't make the car the exact same way your last car was. We told you about the differences and you were aware. We worked numbers on the car and I offered you a large discount. You were wanting more of a discount and I explained I had given you everything that I could. You then told us that we needed to give you the touring trim level because you needed certain things in the car. You said that one wasn't affordable but you still wanted those certain things. We again told you that we couldn't do that and you agreed on the price and the car. You gave us a deposit to lock the car down. We then swapped our inventory with another dealers and paid drivers to go and get it for you. Marleny, your sales person, is our resident Platinum Master certified Honda specialist. She has dedicated her career to knowing Honda products inside and out! Once the vehicle arrived she sent you pictures of the car just as you had ordered it. You complained about the interior not being completely gray (the door panels were black). I called you and talked to you about the gray interior and explained that it only comes that way from the factory. I offered to give your money back to you for your deposit and you said no. You said you would live with it and made plans to come pick the car up. When I first met you, you came to the sales desk highly agitated and yelled in my face that the car didn't have navigation in it. You demanded that I give you a higher trim level for the same price. You made a big scene in the showroom yelling and making a big deal about your car not having navigation. I again offered to give your money back to you and you told me you had to buy the car. Before we took your deposit we made all of this clear that it wouldn't have navigation but would have apple car play to use navigation. You calmed down a bit and I asked you to look at the apple car play and decide if you wanted the car. You came back in and said you would take the car but didn't like the Carplay. Once again we encouraged you to not take the car. In fact I even told you that we were a family owned business celebrating our 95th anniversary and that we usually only sell cars to people that are happy and said this is supposed to be fun. You said that you had to buy the car. We were pretty busy on the day you came for delivery in the finance department. Once you were upset and unsure whether or not you wanted the car, we had other customers we had to sign up first. You again got mad and came to the desk upset at me about why you were waiting and went as far as to ask if we should be eating lunch while making demands that you should go in front of other people. We explained that we would get to you as fast as possible but the people eating lunch weren't the finance managers you were waiting on. You told me that I was awful and I again asked you if I could give your money back as this wasn't getting better for anyone. We didn't intimidate you or bully you at all. To say that doesn't even make sense. We didn't force you to buy a car with us. In fact we encouraged you to take deposit back and buy somewhere else. You are a buyer in a retail establishment. You always have the option to walk away!! Nobody held you here and made you purchase! After you left and took delivery you waited over a week to call my General Manager Bob Behlke and again complained and demanded that we gave you a higher trim level than what you purchased. You didn't realize that through the whole ordeal that he had already met you and also offered to give your deposit back to you. Bob offered a week after your purchase to give all your money back and take the car back and you told him no. Again thank you for your review but I just wanted to go over the facts.