Saturday, August 12, 2006

The Story of How Russell and Smith Honda betrayed it's customer's trust.

Hi, and thanks for coming to my site. My name is Derrick, I am 29 years old, I live in Houston, Texas, and I have been completely, utterly, and totally (dramatic isn't it?) taken advantage of by Russell and Smith Honda (and for the search engines, Russell and Smith Ford, Russell and Smith Mazda).

How?

Here is the quick run down.
  • I am the proud owner of a Rio Yellow Pearl Honda S2000. A Honda S2000 is a GREAT car, it is fast, it corners on rails (if you know how to drive). It has been called a sports bike on four wheels, and I think that is an accurate description. This is an important thing to keep in mind while reading the rest of the story.

  • Monday, 7/Aug/2006 at almost exactly 6:00 pm: I dropped my car off at Russell and Smith Honda. I gave only a quick summary of issues (as they were closing) and instructions that I would fill in the blanks for them the next day.
  • The next day, 8/Aug/2006, before I had spoken with anyone at Russell and Smith, I got a phone call stating that the technician had lost control of my car and wrecked it, while test driving it. Obviously, the first question was "WHAT WAS HE TEST DRIVING IT FOR!?!"
    • I was informed that the damage was on the "right rear suspension"
  • The Morning after that I took a half day of vacation to inspect the damage and speak with the representative of Russell and Smith.
    • Of course the damage was more extensive than they mentioned, including damage to the front nose body panel and the front left wheel and tire.
    • The driver's side rear suspension was destroyed, and who knows what other drive train components suffered from the shock of the impact
    • I also noticed that the top was down. I thought surely he wasn't driving my car around with the top down (which would make diagnosing my problems almost impossible). To check it out, I got in the car, turned it on and tried to operate the top and it wouldn't work. It seems to me: the service technician was hot rodding my car with the top down, lost control and hit a curb with enough speed to destroy the driver's side rear suspension. (update: and since they didn't file a police report, that would have substantiated any claims made by Russell and Smith, it is all supposition at this point)
    • Since there is little body damage (although there is body damage), the pictures aren't as dramatic as you might be used to. If you are a car person: note the broken half shaft, wish bone, brake rotor, knuckle etc...

The solutions I proposed.
  • Buy my car outright. I asked them to buy my car at the value I could get myself, before the wreck. I got a call from the sales manager who gave me a quote at trade in. He said he made the quote as if I had come in off the street on a Saturday to get another car (trade in is the cheapest value in the blue book). I didn't come in off the street, I didn't ask for this, I didn't want this, and I don't want the hassle of trying to find another car etc..
  • Make me an offer on the spread to a new car. Basically, "give me a number that will get me into a new car". Again they have treated me as an average customer (a number really), not as someone who's car I think they took out joy riding and wrecked.
  • Fix my car to my expectations, at a location I choose, and make me whole on the diminished value and my trouble. They didn't even have to pay me in cash on the diminished value. They could have given me extended warranties etc... But they chose to refer me to their insurance agent.
What did they offer?
  • Fix the car (and at first they wanted to do it at their shop, to their standards etc.. But they have acquiesced to my demand that it be at another location)
  • Loaner
  • Update - I have found that their insurance company DOES have a mechanism to compensate me for diminished value. It looks like they use a formula based on the year of my car and the mileage, and from what I can tell, insufficient. The representative from their insurance company said they will also send out an investigator if I don't think the diminished value payment is fair (more on this later).
Why isn't this enough?
  • Because I didn't have a wrecked car when it came into the dealership. I will have to tell anyone I sell this car to that it has been involved in a wreck. Not only that, I don't know what other damage might have happened to the drive train (considering the particulars of the collision) that might surface down the road. Beyond that, they were driving my car in a way they shouldn't have been driving it, when they actually shouldn't have been driving it at all. They should at least try to be neighborly.
What am I doing about it?
So far, I have been trying to work WITH Russell and Smith. Obviously that didn't pan, so on to plan B: Tell everyone what I experienced so they will be more informed in their dealings with R&S. Here's how.
  • Call American Honda - I will be making this call Monday, 14/Aug/2006.
  • Call the Better Business Beaurue - again, Monday (update: just filed complaint online, we'll see how it goes.)
  • Call local consumer advocacy groups - More on this later
  • Call my insurance company - I haven't decided on this one yet, people have told me it might count as a claim even if they don't pay for any thing, I feel comfortable that isn't the case, but I have enough going on right now that I will put it to the back burner
  • Grass roots - I am a member of several local web sites and car clubs (some Honda specific). I will be taking the issue to these groups as well as to friends and family to help spread the word. Also hopefully this website will get dugg (digg.com) or something, who knows?
  • Buy a billboard near their dealership - I have no idea how much this costs, but it is a potential course of action. It will probably be cost prohibitive given the amount of money involved, but it's an idea.
  • Take suggestions - you have a good, LEGAL idea? I am all ears, put it in the comments.

How Can Russell and Smith make amends?
  • Like I said before, the least they could do is try to act neighborly. Maybe none of the solutions I came up with are feasible to them. Offer something else, I have met someone with a somewhat similar experience who was immediately offered an extended warranty. Why couldn't Russell and Smith have done something similar, especially considering my factory warranty runs out very soon, and there will be little time to diagnose any issues that arise from this (much less the items I took in to get fixed when they wrecked it). I mean, Russell and Smith didn't even offer to buy me dinner for my trouble. :)
  • In addition to any of the above, I would like a letter of apology, not only for the incident, but for the un-neighborly manner in which they have treated me. Simply, say you're sorry.
All Russell and Smith has to do is what any of us should do when we wrong someone, accept responsibility, and not do only the bare minimum to get by.

In the end, I at least hope that people have a better idea of how Russell and Smith does business, and hopefully this will help them with future purchase decisions.

77 Comments:

Anonymous Anonymous said...

Good luck with those bastards! Don't forget to talk to the media; I am sure the 10 o'clock news guys would have a field day with them.

3:17 PM  
Anonymous Bubblicious said...

Get on 'em! That means WAR!

3:27 PM  
Anonymous Anonymous said...

Marvin Zindler, Wayne Dolcefino...don't forget these guys, they may be able to help get some word out....companies usually don't like negative press ;)

3:31 PM  
Anonymous Anonymous said...

I'm sure you've already made R&H Honda aware of this blog, so give them a chance to mend their evil ways before you go all out.

Then, if they still don't feel like correcting the problem.... Give 'm hell!!

I love the billboard idea. Try to find out what that would cost; I'm sure fellow club members would be willing to chip in. (I would :) ) Then, get that billboard on the 10:00 news!

3:45 PM  
Anonymous Usal said...

Really, Marvin Zindler to the rescue! You can contact him here: http://abclocal.go.com/ktrk/story?section=action13&id=156789

4:39 PM  
Anonymous Anonymous said...

About the dealer's insurance:
I think it's crazy that you had to contact the dealer's insurance company yourself. The insurance reimburses the dealer, not you. The dealer compensates you. You should get a fair compensation, regardless of what the dealer's insurance decides to pay them.

Good luck!

5:26 PM  
Anonymous Anonymous said...

Yep, contact the TV stations, contact a lawyer, and do some of the stuff that you recommended. I'd skip the billboard idea. Also, I'd definitely not want a fixed car, I'd want a car that had never been broken. Often cars are never the same after an accident.

5:38 PM  
Anonymous Michael said...

Derrick,

This is the email I sent to them. Hope it helps. I am forwarding the blog and my letter to the global MG Midget/Austin Healey Sprite club, and the Austin area MG club.

I hope it helps.

-Mike
mgraziano@austin.rr.com

-inserted text begins-

To whom it may concern:

I am writing to you in response to the blog written by Derrick, the unfortunate customer whose S2000 was damaged by one of your careless service technicians who was out joyriding it for no reason.

As a convertible sports car owner (I have 2), I understand the temptation for a technician to have fun with a car that is not their own. The fact that the convertible top was down, and the very clear type and extent of damage lends truth to the weakness in your staff for giving into this temptation. But you are responsible for their actions as their employer. Furthermore, you have a responsibility to right this grievous wrong.

As a business owner, customer service and value are some of my primary objectives. However, the occasional issue does arise. In those situations, I do whatever I need to do in order to make the customer whole, (and often better than before the issue arose).

As of this moment, I know that the story of this mishap has spread through several Houston area car clubs (some Honda specific), in addition to the Austin area MG club, Miata club, s2000 club, and more. It is spreading quickly as car enthusiasts abhor the very thought of something like this happening to them.

Before it gets further out of hand, I think it would be prudent to take care of this quickly, and to the owner’s satisfaction. I’m quite sure your attorney’s fees would quickly add up to more than it would take to make this right.

The relevant website can be found at http://bad-car-dealer.blogspot.com/

Sincerely,

Michael Graziano
mgraziano@austin.rr.com

5:49 PM  
Anonymous Anonymous said...

Another option would be to contact www.autoblog.com , they get TONS of foottraffic, and this would be a very newsworthy story for them.

5:59 PM  
Anonymous Anonymous said...

You will be happy to know that this is already spreading over the internet.... I found it on a BMW board in a thread about another dealer who's employee damaged a car while joy riding!

7:13 PM  
Blogger Todd said...

Get a lawyer. Sue them. This is what civil court is for.

7:13 PM  
Anonymous Anonymous said...

Good luck! I sent them a very non-inflammatory email. I think it's absurd that they expect you to take back damage goods with no compensation. Hopefully this matter can be resolved without having to get lawyers involved! It's about time someone took responsibility for their actions.

P.S.- I found out about this blog over at VWVortex.com, a site with over 275,000 members! I'm sure there will be plenty of people backing you up!

Keep us updated.

7:21 PM  
Anonymous Anonymous said...

You drive a performance car and it has major damage to the suspension and driveline. You MUST recieve diminished value if you choose to keep the car and have it repaired. I would not want it back because it will never be the same.

You drove up to the service department in a mint condition car and you expect to get it back that way. Give them he!! and don't back down.

7:31 PM  
Anonymous Anonymous said...

I read this from the VW Vortex / Car Lounge forum. Continue to spread this to every msg forum and don't forget to include the dealer contact information. You should get nothing less a brand new s2000.

Car value+diminished value+days lost from work

I don't know about you, but I make 100k and if I have to take days off to deal with this, i'm going to bill them $500 a day for my time. If this dealer is smart and wise, they should pay up. The cost in future lost business is very high for them.

7:50 PM  
Anonymous Anonymous said...

Before you continue parading around with filing complaints .. Please hold off on them and let them the opportunity to make it right .. Use all your ideas as your ammunition against them but don't execute it until they refuse to comply or work with you. This is from a legal stand point. You want to have as many leverage as possible. So the more you exercise them now, you have less power to bargain with later on.

Don't forget consumer affairs. It doesn't have to be a fancy billboard. Buy a beater car and park it in front with a sign on a public street nearby. Understand your rights.
http://www.donotbuydodge.ca/
See what this guy did about parking in front of a dealer with signs and having a nice bbq stake out until they cave in

7:55 PM  
Anonymous Anonymous said...

Poor S2000. Sorry for your situation. Good Luck.

8:05 PM  
Anonymous Anonymous said...

wow you need to get money back from them because it was their fault and should take it to court if nothing is resolved

8:38 PM  
Anonymous Anonymous said...

Dear Michael,

As a fellow s2000 owner I sympathize greatly with your situation. My father is an attorney and I have told him your story. He is very insistent that you get a lawyer. I hope it works out.

8:55 PM  
Anonymous Rev. K-Flex Master Funk said...

yeah, I think you should get a new S2000 out of it at least. An 06 model, not 07 (there should still be 06's on the lot..)

I had a mustang that was wrecked, and while not nearly as well handling as a S2000, even after it was fixed (mostly suspension damage, frame also had to be pulled slightly) it never quite drove the same. Even with alignment it still wanted to pull to the right, and turning characteristics were notably different when comparing left turns to right turns. With a tighter suspension, these kinds of problems will be exaggerated.

I sent your link to a couple of tv stations in Houston. Austin miata club here!

9:07 PM  
Blogger Greg said...

Metro Detroit has heard your call
www.xceedspeed.com

9:50 PM  
Blogger truth said...

I think the best outcome here would be work out a deal on a new S2000. Compensating for the damage is going to be difficult, as who knows what problems there might be down the road. I can't believe it would ever handle as nice as it did before.

11:28 PM  
Anonymous Anonymous said...

Saw a link to your website on Jalopnik.com.

My advice? Run away from this car as fast as you can, get as much money from the lousy dealer as you can, and then go to your local Saturn dealer and buy a Sky.

Talk about sweet ride!

4:32 AM  
Anonymous Anonymous said...

Thanks for posting this. I am in the market for a car such as yours and was about to head to this dealership to make the purchase! No way would I buy from them now!!!

5:51 AM  
Anonymous Anonymous said...

I think their action in this matter was totally unreasonable, they know this. And therefor it is not outrageous to force them to compensate you for the damages and lost time with your vehicle. The fact of the matter is, whoever took the vehicle for a "spin" (literally) was not supposed to do so. That is not only a breach of trust, but it is not within reason to have done so in the first place.

I would immediately contact my insurance company to see what they can do. As far as you know, that car could be a write off. You do not know this. Assume the worst, and plan for it. This means filing with your insurance company, and possibly a lawyer if they try to steer you into the easy way out (for them). Which it appears they have. Do not take this lightly. From what i've read your attempts to allow them to come clean on their screw up has failed. Therefore you must take legal action to force their hand before you lose that opportunity.

Remember, some insurance companies will reneg their coverage if you fail to disclose an accident of this nature to them in a timely fashion. Get on it, and stay on it. Otherwise you'll be out a car and alot of headaches in the mean time.

6:18 AM  
Anonymous Anonymous said...

Legal representation is the best idea. You'd be amazed what 1 well written letter can do, without even going to court.

As for they guy that said get a Sky...lol an S2000 to a Sky? Thats like going from a Miata to a Midget.

6:26 AM  
Anonymous Anonymous said...

I would definitely bring in the local press. Bad press is always an impetus for these rotten dealers.

Demand a new car or sue them!!!

7:30 AM  
Anonymous Anonymous said...

It seems that a rather inexpensive and quite effective way of curtailing shady business operations is to contact a local news agency with an investigative-journalism department. I have known several people who have used such tactics when confronted with issues very similar to yours, and they (almost) always received quick reparations, with little or no cost to them...

Good luck with this fiasco; You're handling it with more aplomb than I'd be capable of!

7:30 AM  
Anonymous turrbo said...

Your story is spreading far! This was posted to The Saab Network, which has over 250,000 users. Good luck! I'm sure everything will turn out OK in the end.

8:10 AM  
Anonymous Anonymous said...

Shouldn't there be a charge against someone for "Leaving the scene of an accident" ?

9:14 AM  
Anonymous Anonymous said...

Good luck man! I hope it all works out for you. dtwaudi.com was here!

9:20 AM  
Anonymous Anonymous said...

BBB sucks, always side the manufacture. Fight them and lost before, also you lost the right to sue the manufacture after that. Try the local news station, it always work. Also don't buy honda, they have the worst customer service in the world. Not just RS honda, 95% of the blows.

9:53 AM  
Anonymous Anonymous said...

www.s2ki.com is well aware of your problem!!! Good luck!

9:57 AM  
Anonymous Anonymous said...

I do not believe you are overreacting or jumping the gun. I think they have not responded nearly to you in an appopriate manner.

11:16 AM  
Anonymous Anonymous said...

Press press press. It seems like the best option before legal action so that they can't walk all over you. Also, in a legal standpoint you don't technically have to be reimbersed for lost wages or anything like that as someone suggested. I'll also report this story to every consumer advocacy group, the bbb, etc.

11:52 AM  
Anonymous Anonymous said...

Guys. Everyone go to digg.com and digg this story. If you don't have a username make one and then digg it. These people are going to hell.

12:06 PM  
Anonymous Anonymous said...

I'm amazed that we don't hear more stories like yours. An acquaintance/former Honda mechanic told me that ALL the S2K's got hammered when left @ the shop.
A friend had his Corvette severely damaged by a forklift, while in for minor service. I think that local media coverage is your most powerful tool. Hit 'em hard where they live!! Good luck.

12:55 PM  
Anonymous Alex Bashoura said...

Man, I feel your pain. I drive a rio yellow S2000 and I live in the medical center, right next door to that dealership. Sue them for all they've got plus your lawyer fees.
The more you own this car, the more you appreciate what it can do. These scumbags just ruined your car FOREVER. I was thinking about doing some warranty work over there. But I'll never set foot there again. Oh, and don't go to Gillman Honda, I have serviced and bought my car there. They're scumbags as well.

2:37 PM  
Anonymous Anonymous said...

justput in a claim to your insurance carrier, they will go after the dealer if they have fault...yes you will have a repaired car, no doubt you will have a car that has been in an accident, hopefully repaired to your satisfaction or totaled. that will be your easiest way to settle...and yes the deductible you can recover in small claims court along with any documented expenses you have, which could include depreciation if any can be proven or deminished value. talk to an advice lawyer at your local small claims court! best of luck

4:10 PM  
Anonymous Anonymous said...

you can call the police and inform them of this yourself, it is illegal for them not to report an accident. unless it was on private property, but if it wasnt they can get in big trouble by the police for this.

9:19 PM  
Anonymous Anonymous said...

Call your insurance agent, this will not go against you.

9:31 PM  
Anonymous Anonymous said...

www.dealerrater.com

this happens too often. i lived by a bmw dealership before and seen them race around the serviced cars on the streets. dealerships should have strict penalties for workers who do this.

good luck

11:04 PM  
Anonymous Anonymous said...

Apathy seems to be the way for most technicians nowadays.....make them pay for it!!

D.

2:34 AM  
Anonymous Anonymous said...

Posted your plight on www.newtiburon.com, and also copied it into the Houston thread. To be honest, living in Houston, I can honestly say that Houston car dealers are the biggest collective bunch of low-lifes in the world. If given the choice between nuking Osama bin Laden, and nuking Houston car dealers... I'd honestly have a hard time deciding.

7:32 AM  
Anonymous Anonymous said...

Hey,

Where I come from, the word 'media' gets a lot of people off their chairs. Speak to Russel and Smith, threatening to approach media. Better still, directly contact local newspapers/TV stations.

Speak to American Honda.

Proceed legally. Approach consumer forums, and see what options you have in front of you. File a case if needed. And good luck, mate.

8:55 AM  
Anonymous Anonymous said...

YOU need to call the police and file a report. You don't know what else was done in the car while not in your posession. Tolls, Tickets, other illegal activity, They shouldn't have been doing any of this stuff, but they shouldn't have been hauling ass in it either.

12:00 PM  
Anonymous Anonymous said...

You should drive your rental into the showroom and set it ablaze, like the guy did at the Ford Dealership.

1:17 PM  
Anonymous Anonymous said...

I've added the story to Netscape.

Let's all vote on it and get it promoted to the home page:

http://autos.netscape.com/story/2006/08/16/blogger-has-bad-experience-with-honda-dealer-in-houston/

3:00 PM  
Anonymous Anonymous said...

Vote Here on this story

3:01 PM  
Anonymous Anonymous said...

I was about to purchase a car at that dealer .. actually i 'm supposed to pick the car up next week, heh, screw it, i'm canceling the deal b/c of this. Thank god I didn't put down a deposit and walk away free and clear. Take that stinky dealer. See how many more future lost sales you'll have as this gets dragged out.

7:39 PM  
Anonymous Anonymous said...

I would strongly advise you to try and get them to replace your car either with a leftover 2005 S2K or a 2006 model(unless they can dig up a used 2005 with comparable miles).

2:21 PM  
Anonymous Anonymous said...

I own an '02 S2K, Spa Yellow and believe me, I bite my nails everytime I take my baby into a shop for anything. Your situation is my worst nightmare. I am truly sorry this happened to you. I agree with some other posts: Let these jerks do what they can to repair the damage and if your expectations are not completely met, then get an attorney. I don't really know what benefit retaining an attorney at this point would yield. Call around to several attorneys and see what they tell you. I know divorce lawyers that give some pretty good advice free of charge
: > )) Certainly, you should be compensated for any diminished value of the vehicle as a result of the dealership's neglegence. Best of luck to you, Travisimo

12:07 PM  
Anonymous Anonymous said...

We've been directed to Russell & Smith Honda to purchase a new 2007 Hybrid. I once leased a new Passat from CARLSON VW IN PALO ALTO, CA. Less than 5 miles on the OD and the tranny went out. When I had it towed back to CARLSON the next day (it was undriveable), no one, not the salesman or MR. CARLSON, the owners son, would have anything to do with me; I had developed leporasy. I had to get an attorney involved just to get my money back. Plus I had already sold my old car. This was my first experience with a new car and a dealership. I swore it would be my last. Point here is folks in this industry can be genuine Schmucks be it East Coast, West Coast, sales or service. Thanks for posting your issue. I'm sorry for what happened to you; I feel your pain and will heed your warning. It's November now and I hope things have worked out to your advantage.

6:00 AM  
Anonymous Anonymous said...

I applaud you for the exposure! I logged onto google to check out Russel and Smith, since I'm car shopping, but after reading this, I have chosen to take my business elsewhere. Thank you!
David McDavid Nissan "Clean Slate Program" is a HUGE SCAM! ! ! BEWARE OF THEM AS WELL! ! !

6:52 AM  
Anonymous Anonymous said...

Has there been any update? Have you had a meeting with the owners of the dealereship? Surely, they wouldn't want their private personal car damaged. If a valet damages a car while parking it, the hotel is responsible. Why isn't the dealership bending backwards to right this wrong?

8:54 PM  
Anonymous Anonymous said...

Honda is definitely sliding backwards in customer service! I hope you got satisfaction in your case. My daughter is going through hell with Pohanka Honda in Salisbury Maryland right now. Buyer beware, sales staff gives false info on cost of running Civic, then refused to give her an appraisal for the car because she "likes to write letters". WOman's name is Sandy Downes, BEWARE OF UNETHICAL DEALERSHIPS and contact corporate immediately if something goes wrong!!

Good luck!

6:35 PM  
Anonymous Anonymous said...

Ya man i will chip in too for the billboard, but if you cant do that,
Be Gandhi. DOnt fight, dont use bad words. Just buy a billboard about buying against R&S honda and stand in front of there gate every weekend for few hours. That should be enough for them to loose some potential coustemers. and that should be the aim.

8:52 AM  
Anonymous George said...

I was cheated by Russell and Smith Honda (Houston). I bought a used Honda Accord EX V6 (2001) on Feb. 05, 2007(this monday). Before I bought that car, I asked sales people whether that car was ever hit, crashed, flooded, etc. They told me that car was never hit. So, I bought the car. I drove that car Tuesday and Wensday, I found the sterling wheel is not aligned. I let a mechanic check that car. Mechanic told me that the sterling wheel need to be aligned, and the car was hit before because the front left side fender was replaced and the back trunk cover was repainted. I drove that car to Russell and Smith Honda (Houston) and requested them refund me because they hide the car ever being hit information from me. The sale manager answered me when I drove the car leaving the shop, the car would not be taken back even if it is in three days. They don't have three days policy. The sales manager refused my request for refund. Also, I talked with general manager, and got the same response unless I choose another car and trade in the car. It's very terrible experience. Russell and Smith Honda (Houston) hides information and cheats me. Everybody must be careful.
Today, I saw the blog. However, it's too late for me. If I saw the blog before, I would never go to Russell and Smith Honda (Houston).
For my case, does anybody have an idea to take my money back?
Thanks,
George

10:22 PM  
Anonymous Anonymous said...

Use Channel 2 Investigators!

12:17 PM  
Anonymous Clara Russell said...

my name is clara russell and my grandfather is the owner of russell and smith ford honda and mazda. and my dad who passed away used to be the owner and i assure everyone that they did not mean to do any damage to that car. i love that dealership and if anyone wants to critisize it then dont put it on the internet because that is very disrespectful and very rude.

10:24 AM  
Anonymous Anonymous said...

@George: if you things happened as you say, and you can prove it. Do yourself a favor and get an attorney NOW. Seriously, a phone call to one will probably convince you quickly that it is a good decision. They are banking on you doing nothing. I think http://www.handleonthelaw.com/ will let you post your problem and a lawyer will contact you if they think they can help. Can't hurt to try.

11:51 AM  
Anonymous Anonymous said...

just found your site, & i'm having troubles with a car dealer too. How did you get the hits?
leadsgr@msn.com

1:05 PM  
Blogger Speedwell said...

my name is clara russell and my grandfather is the owner of russell and smith ford honda and mazda. and my dad who passed away used to be the owner and i assure everyone that they did not mean to do any damage to that car. i love that dealership and if anyone wants to critisize it then dont put it on the internet because that is very disrespectful and very rude.

Clara, we don't care about you or your dead dad or your shady grandfather. All we care about is being treated ethically by an honest business. It's disrespectful to act all sweet and helpless and try to make us feel sorry for you because your family owns a creepy business that screws its customers.

I hope you grow up soon and learn to face reality. Rude enough for you?

11:43 AM  
Anonymous Anonymous said...

Ummm.... Clara Russell, dear...

You're talking about a *business*. Your business has a website, does it not? That means *they* are putting information about themselves on the internet. Therefore customers are completely entitled to do the same thing.

2:50 PM  
Anonymous Anonymous said...

Just read your experience with R&S Honda service department. This is by no means an isolated case. As a salesperson for this store, I experienced this behavior often. It was one of the reasons I resigned and got out of the car business.

2:47 PM  
Anonymous Anonymous said...

my name is clara russell and my grandfather is the owner of russell and smith ford honda and mazda. and my dad who passed away used to be the owner and i assure everyone that they did not mean to do any damage to that car. i love that dealership and if anyone wants to critisize it then dont put it on the internet because that is very disrespectful and very rude.

Do you not think it is a bit rude and disrespectful to take someone else's car without their permission, wreck it, and the try to take no liability? I find that highly rude and disrespectful. The fact of the matter is, your grandfather needs to take care of this situation, and until he does, people are going to talk bad, and rightfully so, about the dealership.

7:52 AM  
Blogger Ramya said...

Thanks for posting this.Good luck! I hope it all works out for you.

6:56 PM  
Anonymous Anonymous said...

Well i wish i had some legal advice for you but no dice... turns out i've been to every dealership in the katy/houston area looking for a good deal and would you believe it?! a caer salesman lying to me? (note my sarcasm) in one dealership i dont have enough credit... the next, not enough money... then a co-signer is needed..at that same place my co-signer isn't good enough... seems pretty impossibe to buy a car... wish me luck on this useless journey...

5:45 AM  
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3:30 AM  
Anonymous harmonychic said...

I think you have the right to let everyone know how this dealership treated you. It is unbelievable that the grandaughter would comment on your blog saying, "..it's disrespectful for you to criticize the dealership on the internet." Undoubtedly she is young.
I hope everything works out in your favor because, from the sound of it, they were "wrong"--and if that's how they handle their customers, I am thinking twice about buying that new cr-v from them!

9:33 AM  
Anonymous Anonymous said...

One little incident.. pick up the shattered pieces of your life and move on.

9:43 PM  
Blogger salman said...

WAIT SO WHAT HAPPENED WITH THIS??? what was the final closure?

2:39 PM  
Anonymous Anonymous said...

I'm glad you put this up. I was looking into where I should buy a car and after reading that I definitely won't be buying one from them. Good luck to you buddy!!!! Let us all know how it turns out :o)

11:15 PM  
Anonymous Mr. Car Dealer said...

Wow, good luck that is bad news.

4:46 AM  
Anonymous Anonymous said...

wow i wonder how this has impacted there service department/and sales. i would be proud of myself because this blog made it all the way to the Russell family.

6:03 PM  
Blogger cheryl said...

What is it with these dealers? My son just got ripped off by Williams Honda in Traverse City, Michigan. They act so nice until you sign the papers, then your nothing. Seems money always gets in the way of human decency and compassion. How do they sleep at night knowing they just ruined a kids life.

10:35 AM  
Anonymous Anonymous said...

Derrick, I am at the beginning of "getting screwed" by Russell and Smith Honda. I have NOT spoken to anyone other than the salesperson who LIED to me. (I can prove this).

I am trying to get my plan of attack on them to state my case. Do you have any information on any of the General mangers or owners that I could try and plead my case to?

Rocketrod007@yahoo.com

7:54 AM  
Anonymous Anonymous said...

I had a similar experience with this deaership... BUYER BEWARE... Just because it says Certified Pre-Owned... Doesnt mean that it's certifiable. I bought an Element there and there were so many issues with that stupid thing. I sent it to the dealership over 4 times in 2 weeks to get fixed. Then when they got tired of it, they did a 150 point inspection, said they fixed everything wrong. Then... Sent me on my way... NOT EVEN 30 MILES AWAY THE TRANSMISSION FREEZES AND LEAVES ME STRANDED!!! I called and they quickly got my car back there. They started off by oh we'll fix it we'll fix it. I yelled and SAID NO! I dont want it! Just give me my money back. I dont want to deal with ya'll anymore.

Well, after much talking and arguing. They offered to give me whatever I wanted on the lot that was certified pre-owned. So they show me 2 CRVs which by the way wer so gross that it shouldnt have been legal.

I asked how much are ya'll asking for them?

The internet sales manager replied that they were the same of what I paid...

I to which quickly replied... So what my time was worth nothing?

They then went back to the drawing board.

And brought up a $20,000 Honda Pilot.

Nice car, beautiful. Pretty. It had a couple of dings. But nothing major.

I looked at the sales guy and asked him...
so youre going to remove the dings right... ?
He started laughing and then noticed, I wasnt laughing. and said yes ma'am. They will be removed right away...

In the title office, I told them where to mail the title.
They DIDNT. They said they would. But no, I got the car in July and now it's December... Still no title.

And not even 2 days after getting the car, the damn differential <--- Hey, I can spell it better than they can fix it...

They said that they fixed it and then not even a week later, it was doing it again...

I HATE THIS DEALERSHIP.
I WISH IT WERE GONE!

10:39 AM  

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