I agree – and yes, we did receive a “lifetime powertrain warranty” that should take over when the manufacturer’s warranty expires. I do hope it truly does, as the feedback I’ve received from the other local Honda dealers on these warranties is that they’re questionable at best. That said, the additional warranty had minimal effect on our decision – it was the interaction with Cory and the selling price that really sealed this deal.

I was not offended that I was offered extended coverage options. I completely understand the margin opportunities there. I was offended that Denis resorted to scare tactics and got belligerent with us, and that Tammy acted like it was a surprise that he came in when in reality she had just slyly called him in via the phone. Up to that point I had been impressed with the atypically positive sales experience.

Unfortunately the ads are context sensitive, and the minimum of revenue from them doesn’t even cover the hosting costs of this site. I don’t do this with any expectations of income – I truly do believe that Service Matters, and I am your customer.

Gus,

I have not investigated because this is the first I have heard of your problem. Have you attempted to contact me other than today about your problem? It is obvious by reading your post that you were handled correctly according to our sales process as concerned to the internet response, vehicle selection, presentation and negotiations. Clearly you have a distaste for the contracting process where you were presented additional products to cover various parts of your Pilot. Yes, your Pilot does come with a manufactures’ warranty that will expire and my business managers were simply offering you additional coverage beyond what Honda has for the Pilot. Unfortunately, as great of a product as Honda is, all Honda dealerships still have service departments due to vehicles needing repairs and maintenance.
Denis and Tammy would be remiss if they did not make you and your wife aware of the actual cost of general repairs made to a vehicle. This was not intended to scare you or your wife just inform you of the facts. Our dealership does profit from the sale of a warranty which is what any business is in business to do. I am sure you or your company exists to make a profit because if you do not then you will not be in business very long or able to assist your customers in the future. It was interesting to see advertisements on your blog page for extended service contracts and I believe they are there because they are important valid products. I have visited with Tammy and Denis and made them aware of how our process was perceived by you and your wife and have used this as a learning tool for them. I believe we delivered a very significant value to you and your family but your perception of the contracting process is regrettable and for that I apologize. I challenge you to add this response to your blog and to include that you were given a Free Lifetime Powertrain Warranty on your Pilot. Blogs only gain validity when facts are included with opinion.

Best regards,

Rando

Oh, and also from Charlie via twitter:
“Praying for (Phil) to get home in time to welcome his new son. Go, Phil, go!!”
Amen. …and Congratulations!

——————————————
Hello,

Your membership has been cancelled as requested. I have forwarded your e-mail on to the Austin store manager.

Have a good day!

Karen
Membership Services

OK. I said it. I feel better. (grin.)

Gus:

Thank you so much for your comments regarding Jeff and our location in Round Rock Texas! It always wonderful to hear feedback about our locations and your comments and observations touched on many of our core values which we try to practice each and every day!

As one of the corporate entourage that day, (actually I was the one helping to clean up the exploded hot sauce!), your comments are appreciated even more! We walked in on our tour of the market saw how busy it was and jumped right in to help. It was a lot of fun seeing Robin, one of the founders, running food and cleaning tables. No matter how big we get our role is simple – make hot subs for guests such as yourself.

Again thank you so much for taking the time to write your thoughts!

Meg Rose
Franchise Business Manager
Firehouse Subs
3410 Kori Road
Jacksonville FL 32257

(posted with permission)