This is a lie: Our Dealership has built a reputation on providing courteous, honest service. Our customers appreciate the way we do business, and we know you will too. Take a moment to read the info below and find out what makes us an exceptional place to buy or service your automobile.
Attention: Ken Brown, Bryan Hoenig
Dear Cleo Bay Managers,
My name is Shonsey B. I am very displeased with service rendered to me or lack there of on 2/22/08. On this date my vehicle was at the shop locate on loop 190 in temple Texas for service. The car was given a diagnostic and found that it required new Rack & Pinions, and a Tire Rod End on the left side of the car. The vehicle was in a dangerous driving condition.
After given this diagnosis, I called Cleo Bay and spoke with Jack in parts and service. Because I knew I had purchased a warranty with the vehicle; he confirmed that your system showed that the vehicle was in-fact under warranty for 75,000 miles or until which ever came first. I advised him of the condition of the vehicle and he assured me and I quote Go ahead and bring it to us and we will take care of it.
Upon further discussion with him on the phone he advised me that you offered no loaner vehicles. He directed me to contact enterprise car rental for a pick-up at your location. Expert Tires in Temple was kind enough to do a free oil change on the truck and put it back together. At 4:00pm I went and picked the truck up and drove it to Killeen to Cleo Bay Honda. Upon my arrival, I spoke to Jack. He remembered me per our phone conversation and was very pleasant. He called the warranty department and was advised that the vehicle was not showing a warranty. He stated I don't know why used cars put this in the system but I apologize the car is not under a warranty.
At this point he offered me no further assistance. Being a child of GOD I graciously said Thank you, and left. I was completely distraught. Walking the lot to return to my vehicle I spotted an employee. She was female and very petite. I can't remember her name. I proceeded to tell her what happened and began to cry profusely. She asked if I wanted to try to get out of the Rendezvous and into a new vehicle to avoid the danger of driving the car back to Temple. I reluctantly agreed and she then took me to used cars. I was so distort that I remember the people but not names.
She proceeded to introduce me to her boyfriend who stated he was in charge and would do every thing he could for me. After 2 hours sadly to say, they were unable to assist me with a trade in. I was not upset at these 2 individuals, infact I would like to give them KUDOS for taking the time to try to assist me. I am a Supervisor for Sprint customer finance services. I must say in all my 10 years of giving service to customers, this was the worst experience I have ever had. I was able to get Expert Tires to obtain my truck on Saturday and fix the issues totaling $879.28.
I will never have anything good to say about your company or its practices. My vehicle has 67,000 miles on it and a warranty. To be turned away after being told to bring the care is absolutely ridiculous. Jack stated that you guys sometimes place warranties in the system in error. I cannot believe that he did not do the proper research on the car before giving me the response that he did. I was refused the phone # to your corporate office but I will research it and locate that as well.
Very hurt displeased and angry customer.
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