Dobbs Honda in Memphis, TN screwed me. Bunch of crooks. (Now renamed Autonation Honda)

[frapjap]

Sheesh! Still going on this? I hope its all resolved soon James.

[jona300zx]

Well I am glad to see someone step up!

[PapaSmurf2k3]

Hello,

My name is Mallory and I am a Customer Care Representative for AutoNation, Inc. We are sorry to hear about your negative experience at Dobbs Honda in Tennessee. I've forwarded your issue to our Director of Service who should be contacting you as soon as possible. You can always feel free to reach out directly to us regarding such issues by e-mailing [email protected]. Again, we apologize for not providing you with the service you expect and ask for your patience while we try to resolve it.

Sincerely,

Mallory Colliflower
AutoNation, Inc.

Just out of curiosity, how did you find out about this? Was it a google search, my complaint to Honda Corporate, a bunch of missed appointments, did Brady Hutchison notify you, or was it that my credit card company pulled the payment?

[breadbox]

Good question.

[mallory]

Just out of curiosity, how did you find out about this? Was it a google search, my complaint to Honda Corporate, a bunch of missed appointments, did Brady Hutchison notify you, or was it that my credit card company pulled the payment?

I am responsible for monitoring our brand discussion online and was led to this forum from your reviews that were posted on our Facebook Fan page.

[PapaSmurf2k3]

Well then, I suppose I should thank everyone for posting a review (Thanks everyone!!). Pretty freaking sad that that is how this thing gets noticed.

Still, I guess 100% of your ratings being a 1 star would get your attention.

[the converted]

Pretty freaking sad that that is how this thing gets noticed.

[Infinitiguy19]

I hope you have some oil left as a sample to send to Black Stone oil analysis place. They will tell you the condition of the engine along with EVERYTHING in the oil.

[PapaSmurf2k3]

I do, although the oil only has something like 100-130 miles on it, depending on how much Dobbs Honda test drove the car.

[jdansmith]

Hope Dobbs dose the right thing, sad it took so long for someone to realize you got shafted.

[IanS]

Mallory, I'm glad you had the bravado to post in this thread. I'm sure every large company is looking to keep its reputation good in the eyes of the customer. That being said, are you willing to make things right?

This was not a mistake or a small miscommunication. One of your customers has been defrauded, and I personally would have gone to the police. James was charged for work that was not performed, and he was mistreated repeatedly along the way. On top of that, the work that was originally quoted was performed improperly.

Too many companies will do only the bare minimum to keep their customers happy when a mistake is made. I personally think that is bad business practice. The ease at which news spreads on the internet is changing the way companies like yours have to react to stay in business. The days of sweeping things under the rug are over. Its time to step up and treat people like James like a person, not just another possible sale.

I for one would like to see Brady Hutchison released from employment. He has acted immaturely, and repeatedly shown that he absolutely does not have the sense to manage other peoples automobiles. He has lied, cheated, and straight out refused to do the right thing. Instead of admitting that mistakes had been made, he chose to run and hide like a child. His handling of this situation has been downright deplorable.

The days of dealerships being the number one choice for auto repair are over. Your business is slipping, and your brand image is not what it once was. Its time to make the hard decisions, rethink old standards, and realize that you're not the big men on campus any more. How much longer do you really think you can stay in business treating customers the way you do?

[jona300zx]

Bravo, Ian, Bravo.

[PapaSmurf2k3]

Mallory, I'm glad you had the bravado to post in this thread. I'm sure every large company is looking to keep its reputation good in the eyes of the customer. That being said, are you willing to make things right?

Thanks Ian!

I'm sure this type of thing is out of Mallory's "jurisdiction" if you will, although it is good to see that there is at least 1 person in the entire company of Autonation that is actually doing their job (monitoring Autonation's brand discussion online).

[IanS]

Thanks Ian!

I'm sure this type of thing is out of Mallory's "jurisdiction" if you will, although it is good to see that there is at least 1 person in the entire company of Autonation that is actually doing his job (monitoring Autonation's brand discussion online).

It may not be within her power to fix things, but I'd bet the signal fire has been lit. The flags are up, and I would guess that your little story will shortly be making the rounds through the AutoNation HQ. Hopefully it finds its way to the desk of someone willing to do the right thing.

[Otto.]

I'm glad that they know about this now.

I hope they can make things right for you.

It saddens me that people don't take pride in their work anymore. If you are going to do it, do it right.

[breadbox]

Nice and eloquent as always Ian. Very nice, now lets see if we can get James a new H22.

Too bad we couldn't get Brady Hutchison from Dobbs Honda to comment.

[PapaSmurf2k3]

Hello,
I've forwarded your issue to our Director of Service who should be contacting you as soon as possible.

Any idea how long that might take? I've suspended working on the car for the time being.

[nissangirl74]

Any idea how long that might take? I've suspended working on the car for the time being.

Don't touch anything else. Now that you know FOR SURE that someone is aware of your problem, they CAN'T ignore you now without consequence. Via this thread, they willingly acknowledged that you had an issue and they are working on it. If they fail to do something now, take them to small claims court along with a copy of this thread.

Hello,

My name is Mallory and I am a Customer Care Representative for AutoNation, Inc. We are sorry to hear about your negative experience at Dobbs Honda in Tennessee. I've forwarded your issue to our Director of Service who should be contacting you as soon as possible. You can always feel free to reach out directly to us regarding such issues by e-mailing [email protected]. Again, we apologize for not providing you with the service you expect and ask for your patience while we try to resolve it.

Sincerely,

Mallory Colliflower
AutoNation, Inc.

I am responsible for monitoring our brand discussion online and was led to this forum from your reviews that were posted on our Facebook Fan page.

^Just in case someone tries to edit posts....

Also, awesome work Ian. You have a way with words my friend. I just hope they listen and do the right thing.

[PapaSmurf2k3]

I just reported Dobbs Honda on Covington Pike in Memphis, TN to the BBB.

They have had 4 reports for Dobbs Honda in Memphis over the last 36 months. 100% of which deal with the service/repair department.

[nissangirl74]

I just reported Dobbs Honda on Covington Pike in Memphis, TN to the BBB.

They have had 4 reports for Dobbs Honda in Memphis over the last 36 months. 100% of which deal with the service/repair department.

There you go. One step at a time. Sometimes the little things that pig pile end up bringing you down.

[AZhitman]

I call BS.

If this issue REALLY was gonna be resolved, and was REALLY a priority, then "Mallory" would have made sure it happened (unless, of course, this knid of crap happens all the time with their chain of dealership?)

The horrible customer service and outright deception was bad enough.

The IGNORING of a customer complaint for WEEKS warrants some very special, very personalized, very GENEROUS reparations. This customer is a hard-working, honest guy who works in the automotive industry and has a broad scope of influence... and Brady Hutchison knowingly treats him like this?!?

Where the hell is the Service Advisor? Where's the General Manager? Why are THEY not responding?

Yeah, call me a skeptic - I think "Mallory" and everyone else involved with your transaction is blowing smoke up your a**.

Hutchison, people like you (faux "experts") are the reason that people like me (car enthusiasts) have such a low opinion of dealership staff.

Thanks to nissangirl74 for her excellent work with the Facebook postings.

[AZhitman]

BTW, my 07 CR-V needs new axle shafts and is leaking ATF... I'm set for Tuesday at 9:30 am.

[PapaSmurf2k3]

I haven't been calling Dobbs Honda or Brady Hutchison at all lately. Its pretty discouraging when you hear "yeah, well figure something out and call you back" and never get a call back, like 5x in a row. Then call a few times and they don't pick up, and don't return your calls after leaving voice mails.

[PapaSmurf2k3]

And every time I walk out the door and see my pollen covered $5000 lawn ornament, I get more and more pissed off.

[G_whizz]

Someone needs to ley Brady "the biatch" Hutchinson know that he's now internet famous!

Your a douche Brady if you're reading this. I would love to see you face to face at your dealership on a busy day and embarass the hell out of you in front of everyone.

[PapaSmurf2k3]

Taken from the Dobbs Honda website ( http://www.dobbsdirect.com/index.cfm?ac ... pe=service ):

Precision Repairs. Quality Parts. Exceptional Service.
We offer a Network of service locations to make vehicle maintenance & repair simple and convenient. Nobody knows your vehicle better.

State-of-the-art facilities, diagnostic & repair equipment.
Factory Trained & Certified Technicians.
Knowledgeable & friendly service personnel.
Competitively priced maintenance and repairs.


100% s***. 100 effing percent.

[tigersharkdude]

[AZhitman]

Its pretty discouraging when you hear "yeah, well figure something out and call you back" and never get a call back, like 5x in a row. Then call a few times and they don't pick up, and don't return your calls after leaving voice mails.

Are you serious?!?

Holy hell. I think I'd be making a personal visit to the GM of that place. I'd expect that level of shadiness from a Jiffy Lube, but not a big-city Honda dealer.

Way to go, Brady Hutchison. You're a real Grade-A a$$.

[nissangirl74]

And every time I walk out the door and see my pollen covered $5000 lawn ornament, I get more and more pissed off.

I think it's time you talked to an attorney. The BS has gone on long enough. If we can't get Brady Hutchinson's attention, I'm sure a judge can. You did the right thing. You gave them ample opportunity to make it right and they refused. It's time to REALLY make them famous. Dobbs Honda, welcome to hell.

[dusred]

By the way I've been following this closely, James. I'm hoping the douches at Dobbs Honda in Memphis take care of you. Business that treat customers like that won't be in business for long, especially in this economy.