Business ProfileforDover Auto World

Zero or negative stars is more appropriate. I never write reviews but felt compelled to share my experience at Dover Honda. I traveled 1.15 hours to this dealership after being promised that a used car that I had called about would be held for us to view for purchase. We agreed on a time that was two hours from the time of our call to allow us enough time to get there. We offered to make a deposit to ensure the car was held, but was told by Sarah that we didn't need to. She said that she would have the manager pull the keys and hold it for us until we got there at the agreed upon time. We arrived 15 minutes before our scheduled time to find out that the car was in the process of being sold to someone else. We were told by Michelle that they were sorry but there was nothing that could be done. When I asked to speak to a manager she said she would get someone but it wouldn't change anything. She informed us that holding cars is not their practice and the general sales manager Tony, said that it's a "first come first serve" basis so I'm not sure why Sarah who schedules appointments made the assurances she did, but there is a truth here somewhere of which I will never know. I'm inclined to think the blame is not on Sarah, but on management that puts sales above service. Although the manager said he was sorry, the sorry lacked any form of sincerity. We were assured something that they never had any intention of honoring. Tony told us "he had already processed six deals before noon and he didn't need to come over and talk to us." The offer to look for another vehicle was made, but it wasn't in an effort to genuinely make the situation right. Words are just words when they are not sincere. The visit to this dealership was beyond disappointing. Their lack of integrity and poor customer service is shameful. If this review is read by even one person that can help prepare them for what they might experience at Dover Honda then it is worth the time it took to write it.

We are so sorry!!! I know you have already met management in person but there is no excuse. Your first contact had the keys set aside waiting for you and didn't think and passed them along to another salesperson who sold the car before you arrived. Again, it should never have happened and the intention was to hold but again, a major mistake was made with no communication. We are truly sorry and would love to help rectify the issue. Sincerely, Dover Honda