Manly Honda

Hi iamshawnalabelle, Thank you for taking the time to share this with me. I’m truly sorry to hear about your experience, especially the fuel odor concern. I completely understand how unsettling that must have been, and that’s not the experience we want for any of our guests. Your safety and peace of mind are extremely important to us, and I take concerns like this very seriously. I’d appreciate the opportunity tto review what happened and ensure everything was addressed properly personally I also understand your frustration with the timing and communication. We should always work around your schedule and keep things clear and convenient for you, and I’m sorry that wasn’t your experience. When you have a moment, could you please share the best contact number to reach you, or the 6-digit repair order number from your visit? I’d like to connect with you directly and help bring this to a proper resolution. Thank you again for bringing this to my attention. I genuinely appreciate the opportunity to make this right. Best regards, José Rocha Customer Experience Manager Manly Honda 707-535-1163 [email protected]](mailto:[email protected]

707-235-3909

Good afternoon this is Tom Henschel the finance director here at Manly. First want you to know this has never happened under my watch in 10 years and I am looking into right now. If okay with you I am going to call you soon. Thank you for letting me know.

Hi Mr. and Mrs. Nilsen, This is J.D. Dantzler, General Manager at Manly Honda. First, I want you to know that it is very important to us that every customer feels confident and well-informed when doing business with us. That standard is what has led to over 15,000 reviews and a 4.7 average rating. I have personally reviewed your deal. As part of our process, all optional products—including the fabric protection—are clearly itemized, priced, and acknowledged with signatures and initials in multiple places within the paperwork. This process exists specifically to ensure full transparency and avoid any misunderstanding. That said, I do agree with one point in your review—any large financial transaction should be carefully reviewed line by line before signing. This is the exact process I rely on as General Manager to ensure full disclosure at the time of purchase. At the same time, we never want a customer to feel uncomfortable with their purchase or the experience surrounding it. Because of that, we are happy to offer a full unwind of the transaction. You are welcome to return the vehicle, and we will cancel the contract and return your trade at no additional cost to you. We would rather you feel completely confident in your purchase—even if that ultimately means purchasing elsewhere—than have you continue forward with any doubt about your experience with us. If you would like to move forward with that option, please let me know and I will personally oversee the process. Sincerely, J.D. Dantzler 707-535-1124

Hi Mr Nilsen, I tried calling your wife back several times, and did leave a message, I'm sure we will connect soon. She did leave a message saying she was calling to arrange returnng the vehicle?

Folks, Brian Manly here, I have copied a couple of your sentences below that I agree to. I also might suggest as adults purchasing one of the larger purchases a couple will make in their life time that you understand what it is you are agreeing to. At what point are people expected to take responsibility for their signatures, acknowledgments and decision making? Yes doing your research and looking at our reviews might have been a wise decision, then you would of known what type of family business you were dealing with. At my dealerships we don’t “snuck in the deal”, we don’t “bold face lie” and we are not “shady”. I don’t what anybody buying a vehicle from me if they believe we are any of those things. I say get rid of the unhappy feelings you have about your purchasing decisions and responsibility processes. If you are unable to do that then bring the car back and as you said you would go somewhere else. Being new to the area you should know we are not the only dealership you can choose from. Start fresh at another dealership for yourself and your friends and be happy. Life’s too short to be mad , have resentment or buyer’s remorse. Sincerely Brian Your input and wise business practices you suggest are below. Do you review your bill at a restaurant? I would encourage anyone purchasing a vehicle here to go line-by-line through every item in the contract and confirm pricing in writing before signing anything or “initial” anything. Honestly I’d just go somewhere else as it’s my fault for not getting input from local people here as we are fairly new to the area.

Just a reminder that you said you were going to call my wife and still haven’t heard.

My wife has tried calling several times. appreciate you taking the time to respond. I understand your position regarding the paperwork and signatures. However, my concern has never been about whether the item appeared on the contract, it’s about what was represented to us during the closing process. Both my wife and I were clearly told that the fabric protection was being provided at no cost, described as something being done as a favor or included in the deal. We even clarified that point at the time. We did not request this product, and we relied on those statements when making the decision to move forward. I get you guys don’t want to admit wrong doing. It’s the boldface lie to the face is what I can’t get behind. If I wouldn’t have been there for seven hours and exhausted and caught the lie, I would have walked out right then and there. I did come for the reviews online but never spoke to anyone in person. That is the issue…not the existence of the line item, but the fact that it was presented to us as free and then charged. I do appreciate the offer to unwind the transaction, but I am not interested in returning the vehicle or restarting the entire process, especially given the complexity of the trade-in and financing involved. I am simply asking for a reasonable resolution to the specific issue. A refund of the $1,300 for the fabric protection would resolve this matter cleanly and fairly. I would still prefer to handle this directly and move forward on good terms, but as it stands, this remains a matter of misrepresentation that has not yet been addressed.

Sir, I appreciate your response. I want to be clear. I do take responsibility for not catching the charge in the paperwork. It was a long process, we were there for hours with our kid, and I was ready to wrap things up. That part is on me, and I’ve already acknowledged that, including in my conversation with Tom. That said, that’s not really what I was taking issue with. What left a bad taste was what was said to us during the closing process. Both my wife and I were told the fabric protection was being provided at no cost, described as something being done as a favor or included. We even clarified that at the time. We didn’t ask for it, and based on that, we believed it wasn’t something we were paying for. Like I told Tom, I honestly wasn’t even planning on saying anything. $1,300 is $1,300 it’s truly not about the money—I understand how this process works and I own my part in not catching it. The reason I ended up leaving a review was because of how it was presented versus how it actually played out. I also come from a family-owned business that’s been in business for well over 100 years, so I understand the importance of reputation and standing behind your team. At the same time, I believe accountability matters on both sides, and in this case, I think there should be some acknowledgment of what was said during the deal. That’s really where I’m coming from. Wish you all nothing but success.