Terrible dealer experience in Charlotte, NC

[dratcliffe75]

Let me start off by saying I'm not a terribly patient person. When I'm dealing with someone, and they give me a timeframe for information, I expect them to keep it. By the way, I live 180 miles from this dealer, so everything must be negotiated over the phone, or via email or fax. Having said that, this long rant/post below details my experience with Performance Honda in Charlotte.

Friday-Called and spoke to the "internet sales manager". Was quoted 14kOTD on an 08 ST1300-a. Took some time to think it over. Decided I would call back tomorrow an order the bike.

Saturday-Left several messages, calls were not returned. I don't have a problem with this as I'm sure they were very busy on a sunny spring Saturday.

Sunday-Spoke again with same salesman. Was quoted 14.7otd. I let this extra 700 go, because by now I've spoken to a few dealerships, and know that this bike is not going to be easy to find. I am told that the warehouse has a bike in, and as soon as the financing goes thru on Monday(apparently, noone to approve loan on Sun), he'll order the bike. I'll be riding by this weekend, he says.

Monday-Salesman calls to confirm financing. He asked for a credit card number for a deposit. I give that information, and ask for a fax of detailed sales and finance information. I ask when I can pick up the bike, and am told he will call me back in 30 mins with that information. By the afternoon, I haven't heard anything so I call back to ask about the financing, and to let him know I am interested in a 3yr extended warranty. Also, I ask again about the delivery date. He tells me he'll send me an email with everything I'm asking for. The email comes, the financing information is there, no delivery date, and a quoted price of 999 for 3yr ext warranty. I, of course, say no thanks to the warranty. Still no confirmation of the delivery date.

Tuesday-No information by lunchtime. I call in the afternoon, and find out the salesman has the day off. No big deal, so I ask for the sales manager. Now, they can't find the bike. The "warehouse" bikes are all gone, but several dealers have one in stock, and they will do a dealer trade.

Wednesday(today)-I call the salesman, and ask for an update on the delivery of the bike. He says there are no 08's anywhere(I would have know if I read the board more closely). They can keep looking, I can wait for more to be produced(not an option), or I can take an 07 w/ABS(they can find this one). I accept the idea of an 07, but I want to renegotiate pricing. He says he will call me back in 30 mins with all the details. 3 hours later, when I haven't heard back, I assume he is too busy to call, so I call him back. He says I must be bored, with nothing to do, to keep calling him. He sells 35 bikes a month, and doesn't have time to drop everything and give me the info he promised. When I start to explain the timeline I've posted above, he says "Don't push me. If you're not happy, go to another dealer".

So, I did. I'm told from my new dealer, a bike is 7-10 days away, unless they pay a fortune for express freight, so riding by this weekend was a lie. After I called back and cancelled my order with the sales manager, I get an email back from the salesman cutting 400 off the price, and asking to complete my order, and apologizing for telling me to talk to another dealer.

I will never deal with Performance Honda for parts, service, or purchases ever again. They didn't honor their original price, find the bike they promised, or meet the delivery date promised at the time of sale. I might be the one unhappy customer out of a million, but watch out for false promises.

I guess I get to stare at pics for another week and a half.

David

[Mick]

He says I must be bored, with nothing to do, to keep calling him. He sells 35 bikes a month, and doesn't have time to drop everything and give me the info he promised. When I start to explain the timeline I've posted above, he says "Don't push me. If you're not happy, go to another dealer".

Wow. You've got EVERY right to be irritated with this bunch. To put it mildly, I would be livid after his comment. Have you thought about contacting this pea-brain's boss and letting him know what happened? I would and I would also make it clear that word of this has hit the internet.

[Blrfl]

He sells 35 bikes a month, and doesn't have time to drop everything and give me the info he promised. When I start to explain the timeline I've posted above, he says "Don't push me. If you're not happy, go to another dealer".

Guess this month it's going to be 34. Yeesh! :rolleyes:

--Mark

[gec343]

Thanks for the heads up on this dealership. I'll be sure to bypass it on my way South.:03biker: :03biker:

[illzoni]

Gee, you ought to report him to the BBB.
[Now, what's that special key stroke that makes a face with the tongue in the cheek?]

[Aces Gadget]

Have you tried these guys?
http://www.southernhonda.com/new_vehicle_detail.asp?sid=02601129X4K2K2008J4I50I 47JPMQ1606R0&veh=40292&CatDesc=Motorcycles&ModelYear=2007
the prices at least look good

[Keith T.]

Sorry to hear about your experience in Charlotte. I live in Atlanta and purchased my 2006 ST1300A in October of 2006. None of the dealers in Georgia had an ABS model nor did they offer to find one. In a desperate search, I called dealers in neighboring states. I called Hager Motor Sports in Rock Hill, SC and they didn't have one but offered to find me one. Within 8 hours, they found a bike in Morehead City and upon my approval, had the bike in two days! Not only was their service great, they were very personable as well. They even called me several days later and ask how I liked the bike and wanted to make sure I made it home safely - It had been 20 years since I last rode a bike. They even let me "warm up" on a smaller bike before I hit the road for the 3.5 hour ride back to Atlanta - the most memorable ride of my life!!!

[dmulk]

I just shot a link to this thread to the the email addresses on their site. I think it's only fair that they get to read about your experience. Since thousands of people are going to read this thread, maybe it will help them sort this out.

Cheers,

<D>

[dmulk]

PS: I called (a different dealer - not this one) and asked a ton of questions when I was in the market and the sales staff handled it with grace and respect. They also called me back when they said they would, etc.

Sorry you had a bad experience.

<D>

[dratcliffe75]

Sending them the link is fine with me. I'm sure the upper management of the place would love to know how a customer that was ready to spend 14k was dealt with.

[dmulk]

Was the guy's name Rick Sessoms?

Cheers,

<D>

[dratcliffe75]

Was the guy's name Rick Sessoms?

Cheers,

<D>

That's the one.

[MidLife]

There was an 08 at Stubbs's showroom in Houston 3 days ago.

[rosast1300]

Glad you bought somewhere else; I'm always amazed to hear stories about rude sales people especially when they're selling products that cost over $ 14,000. On a side note I do believe Honda could do more to manage or improve customer relations. I've bought gloves from a local European motorcycle dealer and the customer service was so great you would of thought I was buying a new motorcycle.

[Shuey]

Performance Honda in Charlotte is off my list of stops. Just for fun, I checked in at the Fort Walton Beach Honda shop and they were able to pull up the location of every '08 ST1300 nation wide sitting at dealerships. There's two with ABS sitting in Arkansas and a non-ABS in Panama City, Florida. Rick Case Honda in Miami has one or more.

Looks to me like there are some '08s out there. It's also surprising that your salesman in Charlotte is selling 35 bikes a month . . . then again, we only have his word for it. :doh1:

Thanks for the heads-up!

[Imrubicon]

I think one person hit it on the head call the manager and let him know the salesman suggested a different dealer and you are taking him up on that .Bet the salesman ast least gets talked to

[lorenzell]

Check Cycletrader. You might be able to track down a 2008 ABS model that way.

LZ

[t-bone]

i also thought I could buy an 08 abs for 14,277 otd and was waiting for something to happen, never did, a member here gave me a number of the east coast dealer who knows the east coast honda rep and said nomore abs 08,s for you. called another dealer and he said that is one of the oldest tricks in the book, they keep you waiting and waiting so you will settle for less, they are not going to sell you a bike that someone else will pay more for, there should be some legal action for this type of behavior, I also had my heart sold on an abs, but settled for non, I truly hope it all works out for you, some are bought at better prices, some dealers will really care about you and otheres will care less, I got my temp plate and was going to expire 4-1-08, went in and asked when the new plate was going to show up because it was a day before the 1st, he comes walking out the office with it, I asked why he did not call me, got a dumb look

[dratcliffe75]

I think one person hit it on the head call the manager and let him know the salesman suggested a different dealer and you are taking him up on that .Bet the salesman ast least gets talked to

That's exactly what I did when I cancelled the order. The sales manager didn't seem to care at all. I did receive an emailed apology about an hour later from the salesman, asking me to let him do the deal on an 07. I passed.

[st11ray]

I could have told you to stay away from them! I have lived in Charlotte all my life and I don't use any Charlotte dealers. I have always been treated fairly in Monroe, NC.

[ConqSoft]

I hope they aren't affiliated with Performance Honda here in Raleigh. Always had decent service there.

[st11ray]

Performance Honda in Charlotte (Pineville) is owned by Rick Hendrick. You know, Hendrick Automotive and Hendrick Motorsports. His late son Ricky bought the Motorcycle dealership from the original owners shortly after they opened up.

[dmulk]

I hope they aren't affiliated with Performance Honda here in Raleigh. Always had decent service there.


I mistakenly emailed these guys yesterday and then quickly shot another email telling them to dis-regard.

I got a response this morning:


Whew....scared me there for a minute.

:)

Kris Casbarro
Internet Manager
Performance Honda of Raleigh
7001 Old Wake Forest Road
Raleigh, NC
919-877-0086
Performancehondanc.com (http://performancehondanc.com/)

"Come Ride With Us"



Nice that they responded.... :)

<D>

[roadhazard]

Bought my '06 2 years ago from Ashland (KY) Cycle. Best price around at the time. Drove 250 miles to pick it up and trailer it back. They had it ready to go when I got there and helped me load and tie it down. If you don't mind the distance, they might have what you want.

[Doobage]

I have a friend that is looking at buying either an ST, FJR, or Concours 14.

I need new foam grips for my ST, so I stopped by Texas Yahama South on the way home. They didn't have any foam grips, but while I was there, I decided to check out the new FJR, just so I could have a reference point for discussions with my friend.

One of the sales guys, Brandon, walks up and starts talking about how great the FJR is and asks me what I ride. I told him that I ride the ST and that I agree that the FJR is also a nice bike and that I'm looking at it for a friend who was considering it amongst the other bikes. Naturally he starts to try and explain how it is better than the others, but then starts to insult the other bikes. Huh? Interesting sales tactic. Insulting the guy that has stated how happy he is with his bike, but that he equally enjoys the other bikes.

Eventually he notices the back of my helmet has a small NASA sticker on it and starts talking about how all the NASA engineers just love the FJR. (yack, c'mon, you'll have to do better than that).

He then states that it's technically superior than the ST. Huh?

So I ask him politely to explain the differences that make it so much better. After a long "uhhhh" he finally says that he'd have to get some of those NASA guys in here to talk about it for him.

Still, I was trying to be nice and said that I was really torn when I was buying my bike between the FJR, the ST, and the BMW. But the BMW cost too much for me, so it placed itself out of contention before the real investigation began. When all was said and done, it was the slightly more upright seating position and the extra 1.1 gallons of fuel the ST had that won me over. (although I think the ST engine felt a tad smoother too, it wasn't anything I wanted to get into it with him about).

His retort to my comment was, "Who would want to ride that long anyway?!?" (uh, hmmm, another insult?). Uh, I might want to ride that long. But more importantly, I want the choice to ride that long, and I want the extra fuel security so that on a long ride I have another 50 miles I can go. And getting out of Texas does have some places with some wide expanses without gas.

Maintenance was yet another topic we covered before I walked out. I let him know that I thought all of the sport touring bikes were fairly maintenance free, to which he tried to respond that the Yamaha was better. Uh, the only maintenance I've done is oil and tire changes. You can't get much less maintenance. And I suspect that is mostly the same with all the sport touring , shaft driven bikes.

What was even stranger was that when I talked about the FJR electronic shifter and how I was reading some reports of yea's and nay's, I was really curious to hear what he thought about it. He thought it was stupid. He seemed very proud to tell me that he didn't need to "think" on how to shift.

Wow, really?!?

I told him that some reports were saying that it took time to adapt to it and then it became more enjoyable. (wait, I'm starting to sell him on his own products?!?) He equated it to people that didn't know how to ride and they should just get a scooter (another insult?!?). When I started to describe that it had potential for faster shifting/acceleration, he didn't even listen. I finally asked how one could coast without putting it in to neutral. I don't know if he understood the question, so I explained that at a stop light I'll sometime leave it in first gear, but pull in the clutch so I can coast slower than first gear, so I don't have to put my feet down. He didn't seem to get that either. Yet boasted on how he road every day. And he's never been in that situation?

It's funny how one sales guy can really darken the cloud of a business. I know that he was trying to do his job of selling, but I don't think it was that good at it. 3 lightweight insults in about 3 minutes of conversation.

[NCST]

Unfortunately some organizations will permit anyone to 'sell'. For years I worked in the sales field for a variety of corporations. I have been to professional sales classes which instruct you on how to handle a sale or discussion with a customer, unfortunately most places are not that professional and most salesmen are out for the quick buck and the 'close'.

One of the cardinal rules, never assume you 'know the customer'. Regardless of how comfortable you or they feel some off handed remark could ruin the experience for them and there is ALWAYS ANOTHER SELLER. Unfortunately so many salespeople believe there is ALWAYS ANOTHER BUYER.

Also, as in any field, or even personal interactions, keep your word. Even if I didn't have an answer for a customer, I called to tell them I didn't know anything more than last time. While this is not the best answer they generally appreciated the communication.

It is sad that for the most part 'customer service' is a thing of the past in the 'corporate' world. There are still a few bastions of hope in the small owner operator shops.

[hscoggin]

I stopped by Texas Yahama South on the way home. They didn't have any foam grips, but while I was there, I decided to check out the new FJR, just so I could have a reference point for discussions with my friend.

One of the sales guys, Brandon, walks up and starts talking about how great the FJR is and asks me what I ride.

How old was this guy? He needs to work on his people skills, salesman or not.

[Doobage]

he was younger (25-30), so I can chalk some of that to the ignorance of youth, but it's still annoying.

3 years ago when I started looking for a bike, I followed a friend to Harley dealer. I knew at the time I didn't want a Harley, but took the opportunity to ask the sales guy about types of bikes that are not cruisers. He laughed and said, "You're in the wrong place!" But then quickly helped me draft a list of all the bikes to consider for the type of riding that I wanted to do. I thought it was fantastic and not at all what I expected from there.

[jasonJonas]

i will not do business with any company that acts like they're doing me a favor or like they have no competition. to hell with them. i'll even go out of my way and pay more money to someone else just to have an amicable and pleasurable experience. sorry you had to deal with this, but thanks for sharing. it may save someone a little trouble.

i'll second the ol' boy that suggested southern honda in chatt. bought my 07 abs there for ~13.2k otd. best price i was able to find anywhere. and 999 for the extended warranty is highway robbery. i expect to pay ~$450 when i decide to make that happen.

[STeve Kelly]

Wish I knew where you lived in NC as I know some dealers with '07s available.

[dratcliffe75]

Wish I knew where you lived in NC as I know some dealers with '07s available.

I live south of Wilmington on the coast. There is a dealer 30 minutes from me with an 07 non-abs. They want 14.7 OTD for it, and I want ABS. I figured a higher volume dealer in Charlotte would be a better way to go. I've already negotiated with another dealer, and am waiting to hear a final delivery date.

[STeve Kelly]

Try Cycle Center in Asheboro, (336) 629-2092. Ask for David Lambeth. He is the General Manager and rides a ST1100. I was there last week and they had an '07 with ABS. I believe that these guys sell more STs than anyone in the area.

Good Luck to ya!

[NCST]

Guys, don't forget here... we have a decent number of bikes for sale, while generally not new there are some great deals, like these...

http://www.st-owners.com/forums/showthread.php?t=38430
http://www.st-owners.com/forums/showthread.php?t=38249
http://www.st-owners.com/forums/showthread.php?t=38359

[jdpfms]

I live in Charlotte and have been into that dealership in Pineville a couple of times. No one has even talked to me, and they didn't have much in the way of accessories or apparel in stock anyway. I have tried to buy a couple of motorcycles in Charlotte but had to go elsewhere for better pricing. The big dealership on Freedom Drive is pretty friendly. I have been treated very well by their service dept. but can't even get close to any deal on any motorcycle there with the sales staff.

JDP

[NCST]

I live in Charlotte and have been into that dealership in Pineville a couple of times. No one has even talked to me, and they didn't have much in the way of accessories or apparel in stock anyway. I have tried to buy a couple of motorcycles in Charlotte but had to go elsewhere for better pricing. The big dealership on Freedom Drive is pretty friendly. I have been treated very well by their service dept. but can't even get close to any deal on any motorcycle there with the sales staff.

JDP

I agree, the place on freedom drive is great for service and gear but their sales department does not deal. They are not rude, mean, nasty or anything, just just don't really bargain much. I get the feeling the move a lot of bikes.

[SoloTotoCoyote]

I don't even know where to start....................dealerships like that are an extreme disappointment and deserve to have their franchise rights stripped from them............................many of the new customers I see at my dealership are coming from these types of idiots....and the stories they tell me of how they were treated is almost unbelievable at times.........I treat my customers the way I would hope to be treated if I were on the other side of the counter (which I have been)...and while I like being the guy to really help someone out, it bugs me that these people had to go through this to begin with............

[ernest62]

I avoid the salesmen that try to convince you to buy from them by putting down the other brands or dealerships. If you can't sell your product on its own merits then you have the wrong product.

[hojo in sc]

It sounds to me that you held your toungue much longer than most would have. I would have walked away much sooner. I went down to buy a used truck and they tried to stick me with a shipment cost, I reminded them that they told me a guy dropped the truck off at their store for a trade in and that there should NOT be a shipment cost. They knocked it off the price as I was walking out the door, I told them no thanks, they were too dishonest for me to deal with.

[LeeWonnacott]

As a former disgruntled employee of a Hendricks shop, I can truthfully say this sad tale does not surprise me AT ALL. He's got dealerships (mostly auto) all over the country and they are number mills - they don't really give a damn about the customer and they use all of the slimy tricks possible to maximize profit. You can complain all you want, but it won't do any good - like I said, it's a numbers organization. For every guy they piss off they can find another five that are too stupid to realize they are being screwed .... sorry, for the tone, but I really saw them from the inside and just never liked what I saw.

[stinger_06]

Try Cycle Center in Asheboro, (336) 629-2092. Ask for David Lambeth. He is the General Manager and rides a ST1100. I was there last week and they had an '07 with ABS. I believe that these guys sell more STs than anyone in the area.

Good Luck to ya!

+1 on checking out Cycle Center. I bought my 06 Non-ABS from David this past Sept. They have always treated my husband & I fairly & with respect.

Debbie in NC
:06biker:

[bygdawg]

I just shot a link to this thread to the the email addresses on their site. I think it's only fair that they get to read about your experience. Since thousands of people are going to read this thread, maybe it will help them sort this out.

Cheers,

<D>

Beat me to it. I was thinking the same thing. Sorry to hear about the bad experience.

[dratcliffe75]

Found a group of good guys at Charlotte Honda on Freedom Drive. They have dealt with my lack of patience(thanks to the other dealer), and have communicated very well, and have been very patient with me.

I'm going to pick up the new bike Thursday morning, and make the 180 mile ride home. My first ride post will come shortly. By the time I pull in the driveway, I'll know if I need the risers and a Spencer seat mod.

David

[ST1300A]

A little late, but I bought my '07 at Honda of Sumter, SC. They show the out the door price (excluding SC state tax, if you pay that) of $13,600 - for the ABS model...

I was very happy with the deal I got - no sudden changes in the price, they had the bike they said they did, etc. All around, it was worth the drive down (from Graham, NC - north central NC), I saved over $2000 compared to the local dealer prices...

[Jnebraska]

I paid 13,400 OTD for my '07 non-ABS in July of '07 from Sport Cycle in Rockingham. Mind you, their sales people did not impress me. I was #1 on their list for the new Connie 14 but became tired of the "it'll be here in a month". Even after I gave them a deposit on the ST they screwed up delivery by forgetting to order the bike(?, so I was told). I chose Sport Cycle because of their Service Dept...I figure I'll have to deal with them more then Sales once I own the bike. Having been in sales, it's not a job where you regularly get rewarded or recognized for honesty, integrity and genuine caring. Thankfully the Connie 14 debuted late as I'm happy as heck with my ST!
V/R
Joel
:usflag1: