Yesterday I took delivery of a used Suzuki LS650 which I bought from Chad at Honda East. Overall, I must say I was very disappointed with the experience and I wanted to let you know why.

I visited your showroom one day last week. I believe it was Tuesday or Wednesday. I was interested in a used motorcycle and as such I went to the back part of the showroom where there were 4 or 5 used bikes lining the back wall. Chad approached and asked if I saw anything I was interested in. I pointed out the Suzuki and asked him if he could pull it out so that I could sit on it. He did. He was fairly helpful on that first day. He was able to answer my questions to my satisfaction. On that day, I asked him if he could take anything off the price. He sat me down and wrote up a "green sheet" and then went to get the folder for that particular bike. When he came back, he said he could do it for about 5% less than the sticker-price. I was happy with that price and I didn't dicker any more. I told him that I would be back after I spoke to the bank.

On Saturday, I returned and explained that I had secured financing for the bike and that the credit union would require him to fax the PO so they could write it up. Chad accepted my credit card for the difference between the $3,000 that I would be financing and the $3,118 which was the final purchase price, all together. I explained that my plan was to go to the bank on Monday morning and fill out the paperwork, head over to the license bureau then come and pick up the motorcycle.

Monday didn't work out the way I had planned.

On my lunch hour, I went to the License bureau only to discover that they don't do testing on Mondays. Not to be deterred, I headed over to the bank to fill out the loan paperwork only to discover that the PO hadn't been faxed over, yet. The credit union rep called over and spoke to Chad in an effort to get the fax sent. She explained that I was waiting there and that she needed the PO ASAP so that we could complete the loan paperwork. Twenty minutes later, still no fax. She called again and spoke to someone in your finance department, again explaining that I was waiting at her desk. Again, she requested it ASAP. I waited about another 10 minutes before I decided that there really was no sense in sitting there since I couldn't pick up the cycle without a motorcycle permit any way.

Tuesday morning. I took a 1/2 day off work so that I could pick up the bike. After dropping my daughter at school, I went to the license bureau and got my temporary cycle permit. Then, I went to the bank to fill out the paperwork that we weren't able to assemble on Monday. The lady at the credit union informed me that she didn't get the fax until 4:55pm on Monday. Good thing I didn't wait! I filled out the paperwork at the credit union and then drove back home to pick up my son so he could drive me to get the bike. Together, we returned to Honda East. After I spoke with Chad for a moment, he went to "get everything ready" while I went and purchased a helmet. It was a good thing I asked the counter-person about a discount when I bought the helmet because Chad had said nothing about the 20% when I told him I was going to buy it while he did his thing. Chad found me just after I had purchased the helmet and he took me over and sat me down with the person who would write up the bill of sale etc. Chad had neglected to inform him that I had already paid the difference between the $3,000 and the $3,118. I was lucky enough to have stuffed my receipt into my wallet on Saturday and as such I was able to produce it on Tuesday. The person handling the paperwork was able to re-create the bill of sale with the deposit reflected. After I was done with the paperwork part, I was handed an envelope and sent back out to find Chad. I found Chad talking to another Honda East employee; perhaps a salesman. I stood just to his left and waited while he continued to talk. Eventually, he turned and said that the bike wasn't ready. He explained that they were looking over the bike one last time on Monday night and that they had discovered a ticking noise in the top end of the engine. He walked me over to the service department where a mechanic explained that they discovered a flat spot on one of the lifters and that they intended to replace it. The service dept rep explained that nobody told him the bike was going to be delivered so soon. However, he had put a rush on the parts and they would be in on Wednesday. He explained that once the parts were in, it wouldn't take long to put everything back together. He would have Chad call me when the part arrived so that he could set up a delivery time. Chad explained that he would do whatever it took to get it to me on Wednesday including delivering the bike to my house if need be. I called back on my way home and left Chad a voice-mail requesting that he call me at my cell phone number, (###) ###-#### when the bike is ready.

Wednesday. I waited until 3pm before calling Chad since I hadn't heard anything, yet. When I got a hold of him, he told me that the bike was all done and ready to be picked up. I explained that my son was unable to take me to get the bike as he was in class until 6pm. I asked if he could deliver the bike. He told me he wasn't sure, but he would call back within 30 minutes to let me know. He called back, but he called my home number instead of the cell number I had provided. Luckily, my son had gotten out of class early and was home to take the call. Chad explained that due to a manpower shortage, he wouldn't be able to deliver the bike to my home until Thursday. My son called me to inform me of this development. Since he was home, I was able to get him to take me to pick up the bike. As such, I called Chad to inform him that I would arrive between 5 and 5:15. I got his voice-mail again. Nevertheless, I asked that if the bike wouldn't be ready by that time, if he could please call me back at my cell number which I provided once again. When I arrived, Chad walked me over to the bike and gave me a quick walk-through so that I would be familiar with the particulars of this bike. Soon, I was on my way without so much as a thank you and a handshake. It wasn't until the bike ran out of gas in the main tank on my way home that I really got pissed. I don't know if it's customary at your store to send the customers on their way with little to no gas in the tank, but I suspect it's not. The bike wasn't even wiped down. The chrome was filthy with dirt/dust.

Now, I realize that I wasn't some fat-wallet guy coming in to drop $15K + on a new bike, but I will be some day. And, when I do, I will probably return to Honda East. The fact that you (collectively) took care of the lifter problem demonstrated Honda East's dedication to customer satisfaction. However, when I do return to buy a new bike, you can bet your bottom dollar that I won't be walking over to Chad's desk when I do.