Apple Tree Honda at 242 Underwood Road, Fletcher, North Carolina.

Dear Jason Locke
General Manager

Thank you for the email. We did have an exceptional experience with Stephanie Dilts. She sold my husband a CR-V Touring in January & we enjoyed working with her. Everything went smoothly & was excited the car only had 13 miles on it. After completely all the paperwork the HR-V was ready for me to drive home. We left the dealership & had driven about 20 miles when my husband noticed the odometer reading. Instead of having only a few miles, it had over 1800 miles driven on it. Yew, over 1800 miles. We called Stephanie & told her we we bringing it back & wanted an explanation. When we got back Stephanie had Cameron, the sales manager, explain what happened. The HR-V was actually a demo that an employee had been given for their use & they failed to tell us this (he knew the vehicle was a demo the entire time we were going back & forth with the deal but never informed us). This put the sale from an exceptional experience to one of disappointment. Cameron tried to explain to us we still got a very good deal on the vehicle. At this point, are we suppose to believe or trust what we are being told? My husband told Cameron we expect to be reimbursed for the miles driven by their employee & asked for 60 cents per mile. He said he could give us $500 off. My husband felt we should get $1100 off. Cameron went to his office & called his boss to see what could be done. He came back & told us we had 3 choices, accept the $500 off, wait until they could locate another silver HR-V, or walk away from the deal. My husband was expecting he would come back with a counter of $700 to $800 off. We were both upset with the deal but I really wanted the car so we reluctantly agreed on the $500.
When my husband bought his CR-V, he had to bring it back to have additional items put on his vehicle. The service rep, Brian, was terrible. No communication at all. He told my husband the car should be ready around 12:30. My husband returned the rental car in at the time & was told it would be just a little while. At 4:30, our sales rep, Stephanie, came out & offer to let us drive the rental car home & pick up our vehicle the next day. He then asked to speak with the service manager & he tried to explain how these things sometimes take longer than expected. He was not very concerned that the service advisor had not kept us informed of the lack of progress. My husband tried to explain to him the lack of communications but he didn't seem interested.

As far as we are concerned, Apple Tree Honda has failed us twice in only 3 months. We are concerned what will happen if we do bring in our vehicles in for service. We gave you a second chance when we bought the HR-V. I hope you can understand why we have a lack of trust in your dealership based on our first 2 experiences with you. We just moved to North Carolina in December. This is the first time we have ever had back to back problems with either a purchase or service from a dealership.

I have bought cars from Apple Tree for years. They also do my service. Never an issue. Brian at Honda service is terrific and actually did me a favor yesterday when I got an oil change on my 2015 CR-V. I told him I was a week from the end of the warranty period and to do the 23 point inspection and especially look for anything that needed to be addressed before the warranty expired. Without even calling me first, he went ahead and replaced the battery that was getting weak and had fallen slightly below the guideline for replacement. I got a free battery from Apple Tree Honda without even asking. Now that is service.