This dealership managed to turn a great situation into a terrible one. After getting our deal set and working with the great salesperson, Bill, we were excited to finish our documentation and ride away in our new car. What happened next was a nightmare of unprofessional conduct. First was the over three hour wait to even get to the paperwork step. While we had agreed to terms for our trade and the car cost with Bill by 5:30pm, we were not brought in to do paperwork until after the closing time of 9:00pm, despite it being "a slow day" by all accounts of the reps and only three customers, including ourselves, being there. We had our payment and financing already completed, through a third party, and had a cashiers check ready to go. No financing issues needed. Despite this, all 12 floor staff seemed to be doing next to nothing and when approached finally at 7:30pm asking what the holdup was were standoffish, and told me to back away. During this time two of the online sales staff, both young white guys, came by and insulted our sales rep (Bill) as being out of touch and slow, implying several racial epithets about him while he was preparing our car with our personal settings. This was highly insulting and degrading. When we finally got our paperwork completed, William Martinez refused to fill out our third party lien information in the digital system and had us manually write it on the forms, a problem that became considerable when he later apparently lost the documentation and submitted our title information without the lien-holder, requiring us to then work with the state to correct his oversight. It also didn't reflect the inaccurate drivers license and other items we corrected on the paper forms. As we were filling out our paperwork after 9:00pm, he seemed checked out and clearly didn't want to be there. Our certified check ended up being about 700 dollars more than the sale due to the valuation of our trade, and William assured us the refund check would be sent the following morning once accounting got into the office. This did not happen. Indeed, after working online with Brooke Laggner over two weeks we were told the check was sent no less than two times, with specific dates in writing. After said check didn't arrive the second time, Brooke stopped answering my emails. I had to call the main line, insist upon speaking with the most senior person at the office, and only then got confirmation the check was sent three days later than the last one promised through a scan from Autonation Accounting in Texas. When we bought the car the second key was apparently "Locked in Jordan Dickerson's office" and we were promised it would be mailed to us the following morning. When that ALSO didn't happen, we were told a week later "whelp, we lost it. We'll pay to have another made for you." This led to us working with a third party locksmith who was fantastic (despite the newer model having some tricky needs for making a duplicate key). A month later, I am writing this review. The title for my trade still has not been transferred to Autonation. My title is requiring updates on my own work-time to go to the local DMV to fill out, and pay for the cost of, the lein transfer paperwork to get this sorted out. We still do not have copies of our documentation, and Brooke Laggner has stopped responding to any emails about the inquiry. While we finally got our rebate check, the entire process was a nightmare after the initial sale. I would not recommend Autonation to anyone, ever. Which is a shame because I chose this dealership due to excellent management and service ten years ago and before with my first and second cars. The current operations staff are largely unprofessional and your documentation will be shoddily handled. There are dozens of Honda dealerships in the Central Florida area. Try another one and spare yourself months of frustration.
Brooks Pingston
Mar 17, 2017
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