Honda of Keene — Local services in Swanzey

My husband and I went to Honda of Keene to inquire about a Jeep Grand Cherokee after receiving a letter from the dealership. We have been customers of Honda of Keene for many years and this would have been our third vehicle purchased from them. Our experience yesterday was actually troubling and insulting. For starters the woman that we attempted to negotiate with was rude, apparently inexperienced, and lacks the ability to communicate clearly and effectively. She insulted us right away by asking if my husband was my brother because we had the same last name. That’s ignorant and never good to start off a sale by insulting the customer. Secondly, before going to Honda, of course we looked at Kelly Blue Book to see the fair market values of both our SUV we intended to trade as well as the vehicle we were interested in purchasing. Needless to say the manager would only offer the lowest of the low end on a trade in value and would not budge. The sticker price on the Cherokee we were interested in was of course on the highest of the high end. When we attempted to negotiate all they did was print out a car fax that said our trade in vehicle had been in three accidents. Three times it had been backed into in parking lots with minor cosmetic damage that had all been repaired by the insurance company making that point irrelevant. They also provided the original letter that we received that indicated they could pay “up to” 110% of the trade in value. Well that was false they had no intention of even offering what it was worth never mind 110%. When we did test drive the Cherokee the sales woman came with us uninvited telling us exactly where to drive when to turn and when to switch drivers. This was a very weird and awkward practice that I have never ever seen before. This gave my husband and I no privacy or opportunity to discuss this potential purchase privately. Also this gave my husband and I no opportunity to actually examine the vehicle beyond the woman opening the trunk and commenting on how many groceries would fit in the back. It was late morning on a Saturday, the men’s room was filthy and the coffee urns were empty, it appeared most of the salesman were sitting outside on a picnic table smoking and joking. When my husband and I made the decision to walk because things were going no where the sales woman asked us to stay for a minute because the manager would like to speak to us first. We agreed and waited, however he continued to converse with another salesman standing outside his office while we stood waiting. Aggravated and insulted my husband and I eventually left after standing around waiting for him, he never came out of the office. How arrogant and pompous. Not sure what changed here but as I said before we have purchased our last two vehicles from here with great success. The way we were treated yesterday however was terrible, especially for a long time customer. We will be parting ways with this business based on rude business practices as well as failing to negotiate in good faith. We recommend saving yourself the aggravation and...

While I had a great experience purchasing a Honda Accord, my last experience with the Service Department was NOT as impressive. I took my 2017 Honda Accord to the service department for a 25k service, and State Inspection. I had forgot the Registration, so dropped the State Inspection from the requested work. They call me to the office 90 min after check in, and explain I have a problem. The problem was the rear brakes, they had lost their lubrication and were not properly dis-engaging. As a result it had damaged the rotors and they needed to be taken off and turned. He explained it is not something I could even notice driving it, but part of their "inspection" process during service. As they had found it, they would not be able to pass the State Inspection unless I got the 200 plus dollar service done. It would only take 45 min to fix the problem plus the 200 plus dollars.

No I had drove the car in, the brakes has been smooth as silk, no indications of problems. Having experience rotor problems before, I knew it was very seldom you can have a rotor / brake problem without some indication, pulsing / grabbing. So I told them to hold off until I could bring it in for the inspection with the registration.

I took it to a very good garage in my home town who is a Master Mechanic, and a brake specialist and he performed the State Inspection and looked closely at the brakes. He found no problems, and even remarked they were in excellent shape. He said the rotors was absolutely no problem.

This is called fishing, and according to my reliable Master Mechanic a common practice at dealerships. This is the second occurrence at the Fenton Dealerships, as they did much the same thing at the Toyota Dealership and said I had have all new brakes because they were "Rusted". That cost me over 800.00 that time and one of the reasons I was suspicious.

Do yourself a favor, find a reliable mechanic you can trust, and use them! I thought Keene Honda could be trusted, but I know now...

1- As much as I didn't love the higher price of the car vs. other dealerships within 150 miles, it worked out BETTER for me in the end, as they paid me more for my trade in, and I paid less in dealer/ admin fees. 2- They weren't willing to bend on the price of the car, which initially turned me off, but I also appreciated their clear communication. Because the General Manager, Jason McLean, had been so clear and direct with me about that in the beginning, when another dealership started to seem fishy and change prices, and offer me significantly less for my trade-in, I came back to Jason, believing I could trust him. After all, I was driving 4 hours to come pick up this car; I wanted to be sure that the price wouldn't change before I got there. All was good. 3- I haven't even told you the Herculean efforts to which Jason went to find me my car. He called 9 dealerships to get me the interior/ exterior color combo I wanted!!!! And got it! I think it was the last one available from Maine to NY. I was ecstatic! 9. Jason REALLY impressed me. 4- When I got to the dealership, I worked with Jason and Selena (and Dan). FUN!!!!!, upbeat, clear, efficient. (Did I mention fun?! Most fun car-buying experience ever!) This was the best part for me (other than actually getting the car I wanted!)... the employees of the dealership FELT honest. The phrases and clarity and straightforwardness Jason used... I don't experience that in people who aren't honest. I mentioned it to him, and he instantly agreed that that's what he experienced with (and wanted from) his team as well. Cool moment. 5- They don't register an out of state car for you, which was the most challenging part, but they did hang with me and do their best to help every step of the way. 6- I had to leave before we could finish the full interior electronic instruction, but Selena gave me her cell number and a number to call/ website to ask ANY further questions I might have.

LOVE this dealership! What an...