Grappone Auto Group in Bow, NH treats the needs of each individual customer with paramount concern. We know that you have high expectations, and as a car dealer we enjoy the challenge of meeting and exceeding those standards each and every time. Allow us to demonstrate our commitment to excellence!
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I never even made into the location for service. My complaint is with the service department receptionist and her poor respect and treatment of customers before they even consider walking into the door! I own a 02′ Toyota Rav4 that qualifies and was refunded for service due to a large recall for transmission related problems. The recall included past and another service prior to 2014 but they limited it to a mileage (another complaint/issue). I called to schedule an appointment to have my car check because it was experiencing similar symptom from the same problem. The woman never even said, “hello” she said “What!” with a very agitated do-not-disturb attitude. Throughout the entire conversation while I tried to talk to her about what was going on and he reason for my call, she was very rude, abrupt, presumption and condescending! On top of all that, in regards to their company policy in general, I also thought it was wrong that I would I still have pay an extremely high one hour minimum labor cost of $85 for them to check my car for what is suppose to be covered under the recall! I never scheduled the appointment. She was THAT rude! However, later after looking for the documentation to prove to her it was a litigate issue that she claimed never happened (something a lot of car dealership do; denied recalls when there is one so they do not have to absorb the cost for what they are legally suppose to be doing anyway), I saw that I could no longer could take my car anyway because outside of the expiration date to have car service, they also include a specific mileage which another mechanic had told me would NOT affect the issue Toyota needs and already obligate to resolve/repair! So I could never get it fix! Now I could still risk being in a car accident that Toyota would still be responsible due car failure that they choose not to fix base on some bogus technicality.
On a side note: I don’t think my comment should be considered trusted or not trusted just because I want safeguard associating this site with another
that has not only my personal information but personal information of friends and family that, in the past, has been know to be hack and/or can be from signing in to it with a third party log-in. It’s not right and presumptuous to classify someone comments as not being trusted just for being cautious.
This is also clearly has nothing to do with a sale but in order to submit it, I HAD to rate categories that did not apply in order to do so. Service rating (and issues) are just as important as sales!
I thought my salesperson was going to blow a gasket (no pun intended) when I wouldn’t accept his lowball offer on my car. Then the financing person lied about who he was pulling my credit from. They were very unwilling to offer me a good deal and made me feel like I was an awful person for even considering it. Very different from what I’ve been reading online. I wonder how many of their employees write some of these reviews.
Read the below issue and concern below. We have asked twice for a response from Grappone Mgt. and nothing in return. Beware of service at Grappone Honda and especially the service manager Ken Shevlin.
— On Tue, 6/27/10,
My wife and I contacted you almost a month ago looking for a response for our service concerns. See below. Are you planning on looking into our situation?
Look forward to your repley,
— On Tue, 6/8/10,
> Subject: Recent Service at Grappone Honda in Concord, NH
> To: [email protected], [email protected]
> Date: Tuesday, June 8, 2010, 10:16 PM
> Date: June 8, 2010
> Subject: Service on 5/28/10, INVOICE # 385042, TAG #
> T2999
> To: Greg Grappone
> Amanda Grappone Osmer
>
> We just wanted to share a recent service experience at the
> Concord location. We brought our 2005 Honda Odyssey in for
> service on May 28th at 7:30 in the morning to have
> transmission fluid changed and to have the air conditioning
> system serviced. We were told that we would receive a call
> when the work was completed. If the air conditioning
> involved more than a recharge, we were told we would receive
> a phone call prior to any work being done.
>
> At 4:15 pm we still had not received a call letting us know
> when our vehicle would be ready. Being concerned, we
> called to see what was going on. As we were talking to
> Eric Forsing, service advisor, the technician came in. We
> were then told that the air conditioning system was empty
> and the AC condenser was damaged and had to be replaced.
> We were quoted a price of $800.
>
> We were very concerned that we never found out about this
> significant repair until nearly closing time, after we
> initiated the call, and especially since our vehicle had
> been left there all day long. There would have never been
> enough time to fix it at that point in the day anyway.
> Secondly, we were told that we would receive a call if it
> was anything major, and we ended up initiating the call.
>
> We showed up to pick up the vehicle as scheduled. Rich
> was told by the service secretary that Eric Forsing was busy
> doing other service reports, and it would be a little
> while. We had three children with us, so Rich explained
> that we needed to get the paperwork completed quickly. Rich
> requested to speak to Eric. While he was waiting, another
> customer, Ryan Sheets, was saying that his car had been done
> for over an hour, and he was still waiting for his paperwork
> to be completed by Eric. The service secretary did
> indicate to Ryan that she had reminded Eric twice that he
> was in the waiting room.
>
> Rich then requested from Eric to speak to the service
> manager, Ken Shevlin. During Rich’s discussion with Ken,
> he stated our dissatisfaction with how our situation had
> been handled, as well as the other customer’s situation,
> Ryan Sheets. Ken stated that they had been busy that day,
> and Rich questioned him at to why he was not jumping in to
> support his service advisors. Ken simply said he was sorry
> but that there was nothing more he could do. He did not at
> all try to suggest any ways to correct our situation or have
> any explanation as to the lack of follow through with both
> how our service experience and Ryan Sheets’ service
> experience had been handled.
>
> This is the third Honda vehicle we have owned and bought
> from Grappone. We have always gone to your dealership for
> service, expecting more from the dealership where we bought
> our vehicle. Unfortunately, this experience and one other
> past experience have really discouraged us from either
> buying or servicing our vehicles through your dealership.
> We have yet to get the air conditioning repaired, due to the
> excessive cost and the frustration we experienced with Eric
> Forsing and Ken Shevlin.
>
> We would appreciate a response to all of our concerns
> stated above, and we hope that this letter to you will make
> a difference in how customer situations are handled in the
> future.
>
> Rich and Deb
Rich and Deb,I’ve now emailed you twice, in response to your email. They must be getting caught in your SPAM filter. Please call me directly at 603-226-8370, because email communication doesn’t seem to be working.Our service manager Ken Shevlin, as long as our Chief Operating Officer, Kathy Kayros have tried to get in touch with you all.Again, please call me so we can resolve the issue.Regard,Greg GrapponeBelow is an email I sent, as well as my sister Amanda:Deb and Rich,I’m sorry to hear about your experience at our Honda store. Amanda and I will certainly look into this tomorrow. We take input like this very seriously, and are always disappointed when we don’t treat every customer right.We’ll be in touch.Regards,GregHi Deb,I know that Greg has already responded but wanted to assure you that I, too, am working on sorting out what led to such an unsatisfactory experience at our Honda service department.As a mother of three I can relate exactly to the frustration of not having a retail process go smoothly when expected. Please know that we will be back to you as soon as we have an explanation and some potential remedies for the situation.Thanks for taking the time to tell us your side of the story.Amanda
I had been to many dealerships within a two week period time span. All of them we have the car for you, not one was interested in what I was looking for but what they could qoute me to be approved for. I e-mailed Grappone Hyundai and was directed to Adam Darswith. Adam was the first person to tell me come down and have a look at what we have and you should pick what you like and we will take it from there. I found my car within a half hour and then was directed to Adam Greene, the business manager who was so helpful and went above and beyond helping me from calming my fears of not being able to have the car I picked out to making me feel like I was a important customer and should and would have the car I picked out even with not having perfect credit. Adam Darswith and Adam Gr eene treated my son and I like we were family.This establishment is our new family for vehicles, honesty, and all the help you need.
Filling out this review I gave everyone and this dealership a score of 5-excellent in all areas.I do not know how the reviews come up with the scores of three IT NEEDS TO BE ALL 5’Ssssssssss
OceanGirl, thanks for the kind words! I’m happy to hear you had such a great experience at our dealership. If you have any questions in the future let me know. My email is [email protected], and my phone number 603-226-8370. Thanks again! – Greg Grappone
DO NOT USE THIS SERVICE DEPARTMENT! GRAPPONE HYUNDAI, THE SERVICE MANAGER IS NOT HONEST! AND THEY WILL “MICKEY MOUSE” THE BROKEN PIECES SO YOU DON’T KNOW THEY MESSED UP! THAT IS UNTIL THE QUICK FIX STARTS TO FAIL! THEN IT IS YOUR FAULT NOT THEIRS!
I brought my BMW that I purchased used at Grappone Hyundai in for an oil change, they broke the front grille, no one wanted to admit that they did it, the Service Manager was the last one to open the hood. When I went to pick up my car, the front grille was hanging off of the hood. Since the service manager had already left for the week end, we (other employees and I) photographed the broked piece.When I asked them what happened, no one knows, when I asked how we were going to fix this problem, they were going to glue the grille into place rather than replacing the broken plastic piece that costs 75.00, they accused me of trying to pull a “fast one” to get a new grille. Either the mechanic or the service manager broke the piece trying to open the hood, there was fresh brakes of two of the plastic clips that kept the grille in place. I said that gluing the piece was not an option, (in case I wanted to remove the piece in the future), all that they would do is glue the piece in place rather than replace the plastic piece or even split the cost of the piece. Not good. Makes me wonder what else they broke.
Hello,
This is Greg Grappone. I’m sorry you feel like you did not receive the best possible service at Grappone Hyundai.
I just spoke with our service manager. We want to let you know the offer still stands to give you a loaner vehicle for the day, while we look at the damaged grill.
Please call me directly if you would like to discuss this. 603-226-8370.
My stomached dropped when I read this post, so please know we are very serious about resolving this issue!
Regards,
Greg Grappone
[email protected]