This letter is to thank Madison Honda Service Department for excellence in customer service. A few weeks ago after visiting, I was about to drive the 350 miles home when a warning light caused me to seek help from a dealership. My sister, Alice, has OWNED HONDAS FOR MANY YEARS and just recently purchased a Civic, so I asked her where to go for service. She said that she bought her car from Madison Honda even though it is NOT THE CLOSEST DEALERSHIP to her, because SHE LIKES YOUR SERVICE BETTER.

So of course, when I had a question, I brought my car to your business. And I’m glad I did, because I did receive excellent service. Although it was a busy morning, and one man said it might take a while to get to my car, in much less time that I expected I had my car back on the road.

I don’t know for sure, but I suspect that because one of the service men knew that I had a long drive ahead to get home before a major snow storm hit, he tried to get me out of there as soon as possible. Fortunately, my problem was very minor and required little time to fix, but I was also pleased that there was no charge for what work was done. This impressed me because, although I am sure that my own dealer from whom I bought the car would not have charged, I can see that case could be made to put at least some minimal charge for the attention to my car. So I was doubly pleased and promptly set out for home. I did wind up hitting some snow, about an hour from home, but it didn’t cause any problem until I was 15 minutes from home, where driving suddenly become horrendous so the last 10 miles took 2 hours. But I got home safely and comfortably in my new Civic.

I told my sister the story of how well I was treated by your dealership, and she said that made her feel even better about being one of your customers.

Thank you,

To All at Madison Honda,

After expressing our concerns about being bounced around from dealer to dealer, and having being treated like the “typical dumb car buyer” most car dealerships generally view you as, we were recommended by a friend to go and speak with Michael Geller at Madison Honda.

I’m so thankful that we took our friend’s advice. Mr. Geller recognized that we were serious about buying a vehicle, and gave us the best price and service that we could ever ask for. From start to finish, (we) were out of the door with a new car in under an hour. The only thing we regret is not going to Madison Honda first, after wasting so much time at other dealerships with no end result.

It is uncommon for me to write a letter of thanks to any company, especially a car dealer, but we felt that is was necessary to thank you and Mr. Geller for your exemplary service. Especially nowadays, such courtesy is far too rare, and should not go unrecognized. We will definitely recommend Madison Honda to any of our friends or family in the future. Thank you for making our car buying experience a pleasurable one.


Kudos,
DH

To the Service Manager:

Last Saturday, I noticed that the front tires on my wife's Honda Accord were nearly flat. I managed to get the car to your service dept. where Sean took a look. Things were busy, as they usually are on Saturday mornings, but Sean checked the tires out quickly and found that there was nothing wrong. I know this is not a big deal, but he went out of his way to help me out and I appreciate his thoroughness and think that it should be recognized.

Sincerely,
MM

Dear Brian,

I've been wanting to write to express my thanks and praise for one of your service advisors, Jonathan Pagliocco. Last month on a Friday evening (Nov. 13) I was driving through Madison and hit a particularly bad pot hole.

Almost immediately after I started to hear a grinding noise in my right front wheel. I decided to drive straight to Madison Honda to see if there was any chance I could get it looked at. The weather was bad and I was going to be out late and was worried that if I let it go I might have problems much later that evening on my way home.

I arrived at the service department only a few minutes before you were scheduled to close and there were very few people there. Nonetheless, Jon took an interest in my problem and managed to find someone to take a look at it. Despite their best effort, it wasn't something they could address on the spot so he set me up in a courtesy car and took car of it first thing the next morning.

I really appreciate Jon's help that night. I would have totally understood if he had told me that there was nothing he could do for me so late on a Friday evening but he didn't. His extra effort saved me a whole lot of worry and speaks volumes about the kind of service you offer.

I didn't want this to pass unnoticed, so I thought I should write to express my sincere appreciation to Jon and to the service department. Thanks so much for taking such good care of your customers!

Sincerely,
DM
Basking Ridge, NJ

Dear Mr. Lee,

I actually called and spoke with you personally on this matter but I wanted to also put this in writing and hopefully you can share this with Gary Testa and put it in "his file". I wanted to inform you (as if you didn't already know this) that Gary was extremely helpful, extraordinarily competent and very professional in his dealings with my wife and I during our car buying process. This can ordinarily be a stressful time for the potential customer because of the amount of money that will change hands plus the many "unknowns" in dealing with the purchase of a new vehicle. You should know that Mr. Testa helped to make the process as relatively pain-free as possible and his knowledge and efficiency as well as his rapport in dealing with us are a tribute to his expertise as a salesman. He was very helpful before the ultimate purchase, during the purchasing process itself and even after the car was bought and paid for. Because this vehicle is so technologically advanced, I have to go back to Madison Honda on thr three separate occassions to ask Gary specific questions regarding the operation of the navigational system, the bluetooth technology and other matters. He has been accommodating and pleasant each time and that may be unique for a car salesman once the deal has been completed and that car has been driven off the lot. At any rate, I just wanted to inform you in an official manner that Gary Testa was and continues to be a terrifice salesperson and made our car buying more of a pleasure than the chore it can often times be. I would hope, by the way, that you will share this letter with him.

Sincerely,
BL
Livingston, NJ

Sent in by one of our customers.

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Would you recommend this site to others?: Yes

Additional Comments:
BRIAN, I wanted to thank you, for your rapid service and GREAT STAFF. I had called and a young lady by the name of Jacky answered the phone and was very pleasant, I had asked her if she would be able to check my history and tell me what would be my next service. She asked for my last name and told me my next service would be a major service and it would take about 2hrs and half , also told me I was part of the Honda Club and provided me with a vehicle which was GREAT! I was able to come in that same day she told me what would be a good time and my appt. was made. I would like to say Thank You and also mention that she was very professional and very helpful.

M.S.
Summit NJ

Brian,

So my wife told me to take her Pilot to Madison Honda tonight to get a oil change...said they have an express service that is open until 8:00pm. Normally I would have said NO you are out of your mind, but because tomorrow is our 20th wedding Ann and tonight is back to school night I said no problem. On the way from New Prov to Madison I was thinking that they are either not open or they would say come back in a week.

Drove up... parked...went into the service area and was met by Sean Murray...very pleasant/professional...took care of me in less than 1 minute...told me I could wait upstairs...told him I was going to bowling alley to watch Yankee game...said it would be done in 1/2 hour...came back in 25 minutes...Sean was with another customer...looked over at me and said "Matt, I'll be with you in a minute...took him 3 to 4 minutes to get back to me...apologized for the delay (3 to 4 minutes is not a delay) and said everything is done and fine with the car..if I had any questions to contact him...he gave me his business card.

The young lady at the counter was equally as pleasant and had her act together as well.

So, I am sending this e-mail to thank you and your team for a event that went very well when in this day and age that does not happen often. This is also very uncharacteristic of me to take the time to send a message like this along.

So again, Sean Murray is a kid I would want working for me or representing my interests. I appreciate the service that was offered to me this evening and based on that service I will recommend your firm and would also assume that you all will have a prosperous future.

Thanks, and will see you in another 3,000 miles.

Brian,

I should have gotten this to you a lot sooner than now.  I cannot begin to thank both you and Jon Pagliocco along with the rest of your service staff for your tireless efforts to track down the problem on my Odyssey.

By the third time that my van was towed in with a dead battery, I was beginning to wonder if the problem was not with something I was doing.  The fact that you would keep the vehicle for a week at a time, provide a loaner, and listen to every wacky theory I had made the experience that much more bearable.

Again, I cannot thank you enough for all of your help! It is that kind of attention to the customer that will keep me coming back to Madison Honda.

Sincerely,
DR

Liz,

Thank you. You have been so helpful.... I've been told you are a very good dealership and I have to say based solely on these emails, I would bump that up to excellent.

Thank you for your help,
GT

Liz,

Thank you for being so responsive. I have to tell you, compared to your competitors, you're really head and shoulders above in that way. Whether that's a personal trait of yours or indicative of the overall approach of your dealership I don't know, but, from my perspective, it is certainly refreshing!

Regards,
Bill

Michael,

Sorry for the delay in this thank you - I've just returned from a nice long vacation.

As I am sure you know, I had the bluetooth device installed in my CRV and I am THRILLED with it. It works very well - the call quality is much better than I thought it would be. You and the Honda team did a fantastic job of delighting your customer.

I must say, Michael, that I am both grateful for, and impressed by, your follow-through with this issue. I recognize that not everyone would go to the lengths you did to ensure my complete satisfaction with my recent Honda purchase. It says a lot about your personal integrity and commitment to customer satisfaction. Madison Honda is fortunate to have you on their team, as I was to work with you during my purchasing experience.

Thank you once again, and rest assured I will be recommending you to friends/family/coworkers who are, or will be considering a car purchase.

Best Regards,
VC
Whitehouse Station, NJ

as stated in American Honda's Phone Follow Ups (January 2009 - March 2009):

Brian,

Wanted to let you know that I brought my Accord in for service today (oil change), and was very appreciative of the way the car and I were handled by Brian Kapalin and the service team, especially since I came in to use Express service without an appointment.

Madison Honda service took care of one set of brakes for me, and Brian recommended additional work (other pair of brakes, new tires, and major check up) at about 60,000 miles. Brian broke down each aspect, and explained what was immediately necessary, the probable timing of the additional work, and the costs involved.). Your special single page document pointing out each of issues reviewed is quite helpful as well.

Wanted to let you know how much I appreciate the way service is handled at Madison Honda. Thank you.

Regards,
MS
Summit, NJ

Dear David,

I would like to complement three of your employees for their superior service. I brought my cousin Gladys for service on her Honda and I was impressed.

These service techs are Denise Nagy, Boris Acevedo and Aly Nunn.

When I do trade my Jaguar in, it will certainly be at Madison Honda.

Sincerely, 
Dr. JJM 

I have been to Madison Honda a few times and find the service here to be the best of all the Honda dealerships. I always have a great experience when I come in … the service is speedy and everyone is very friendly.

One of your staff members, Mr. Jon Pagliocco, has always been especially helpful to me. I ran into the service center last week with a problem with my radio and Jon was able to figure out the problem and fix it very quickly and with a smile on his face. I just wanted to let you know that I will continue to use Madison Honda, even though I have moved and it is further away from me, because of the wonderful staff you have employed. I just think that it is very important to let people know when they are doing a wonderful job and the excellent customer service is appreciated.

Sincerely, 
LB 
Riverdale, NJ

Dear David Lee,

I would like to sincerely thank you for your recent generosity towards the Museum of Early Trades & Crafts. The Museum of Early Trades & Crafts considers itself very fortunate to be surrounded by such a caring and giving community. We truly appreciate all your kindness and continued support of the Museum. Our fundraiser wouldn't have been the success it was without your help.

Thank you again for all your support.

Sincerely, 
April Lyzak 
Museum Coordinator

Dear David,

On behalf of the Madison Chamber of Commerce and the Madison P.B.A. Local #92, we would like to extend our sincere thanks for generosity and sponsorship of T-shirts for our 17th Annual Car Show.

Everyone wearing Madison Honda T-shirts was recognized as part of the team. We also issued two additional awards by Madison Honda as a special thank you - "Top 50" of show and "Best Asian Import Sports Car."

While the morning started with clouds and some light rain, the skies eventually cleared and it turned out to be a beautiful day. Our participants, who come from around the state with their first-class cars and trucks, are looking forward to returning next year.

The Chamber and P.B.A. #92 sincerely appreciate your generosity in helping us produce this special event which benefits our organizations as well as our community.

We look forward to working with Madison Honda on this event again next year. Madison Honda and your personal attention are what makes this event a continued success.

Sincerely,
Peter Daniele
Chairperson, Car Show 2008

Dear Mr. Lee:

I wanted to take the time to write and tell you about a really positive experience I had with a member of your Service Department yesterday afternoon, 12/13/08. His name is John, and unfortunately, I didn't get a last name.

I had lent my 2000 Honda CRV-EX to my sister, who called me in a panic because she had emerged from the Livingston Shoprite and could not start the car. She realized with the help of her husband, who came to the rescue, that it had something to do with the security system, and they managed to get the car started, but could not get the gearshift lever to move out of the Park position.

I met her in the Shoprite parking lot, and also could not get the car out of the Park position, so I decided to call your dealership, as it was the closest one to where we were, and my car, which I bought used, bears a sticker from Madison Honda.

I was lucky to be connected to John, who stayed on the phone with me for at least 15 minutes. He immediately diagnosed the problem and then patiently talked me through the process of disabling the gearshift mechanism so that I could drive the car home, albeit without turn signals or brake lights.

I wanted to thank John for his kind, patient help and caring manner, and I wanted to thank you and commend you for employing such a terrific and knowledgeable person. Your dealership is extremely fortunate to have this man working there.

Sincerely,
LRP
Long Valley, NJ

I would highly recommend Madison Honda and Gary Testa who worked with, not against, my wife and me every step of the way. We originally wanted to lease an `09 Accord, and visited the dealership one evening and met with Gary. While I had done my research, I still didn't feel knowledgeable enough to sign the contract. Mr. Testa didn't pressure me to stay and made it clear he wanted me to be comfortable with the process. Even when we went back the next night, and still didn't pull the trigger, he didn't get pushy or bring in the sales manager to apply extra pressure. My wife and I decided to buy a certified pre-owned Accord and the process was very smooth, no surprises, and pain-free. Bottom line is this: I got the car I wanted and feel like I got a fair price and I would definitely go back and deal with Mr. Testa.

as found on dealerrater.com

Dear Dave Lee,

You run an extraordinary dealership. I've been treated so well since 1990 on every visit, that I could not think of ever going any place else.

On my latest venture, it was Boris and Kelvin who took very good care of me. But all the rest of your staff has been excellent through the years. Life is difficult and you make it easier. Honda makes a lot of good choices - that's why you are the best!

MW
Irvington, NJ

Dear Mr. Lee,

I would like to inform you that Brian Parente has been extremely helpful in resolving several problems that I experienced with the 2006 Honda Accord.

He gave me his commitment that he would not return my vehicle to me, until he was personally satisfied that my concerns were addressed. That statement and his subsequent actions to ensure my satisfaction spoke volumes of your dealership's commitment to the customer.

Please note that I found Brian to be extremely professional and courteous throughout the entire customer service experience.

Sincerely,
RG
West Milford, NJ

Dear Brian,

The Honda Accord is running smoothly and I thank you for the adjustment on the brakes. I realize I needed time to adapt to a different "feel" with the car.

Your patience and expertise are greatly appreciated. It is a beautiful automobile. I am enjoying it immensely. Please tell Mr. Gellar if you see him.

Sincerely,
MR
Basking Ridge, NJ

Dear Mr. Parente,

I was at the Madison Honda Service Department today. Peggie Plummer helped me.

I was pleased and impressed with her service. She was quick, efficient, knowledgeable, confident and friendly. She got back to me by telephone precisely when she said would, and she remembered me and my requirements when I returned to the shop.

Thank you very much for the exceptional service that your department provided me today.

Sincerely,
WP
Summit, NJ

Dear Sean,

I want to thank you so much for taking care of my car yesterday and for being so kind, compassionate and professional toward me.

Yesterday my husband was laid off from his job - that coupled with some extensive repairs needed for my minivan made yesterday a very difficult day.

Please let your boss know how much I appreciated the discount on my bill. It was a big help! It's nice to know that Madison Honda employs people who really care about their customers. I will be a life long customer of Madion Honda.

Thank you again and God Bless
SI
New Providence, NJ

Dear Jacob,

Dick and I want to thank you for making the leasing of our 2009 Honda Pilot such a pleasurable experience.

You were most helpful and I would not hesitate recommending you to anyone looking to buy or lease a Honda.

Thank you again,
BF
Livingston

Dear Mr. Lee

I recently purchased a new Honda Accord from Madison Honda. I would like to share with you my experience.

I had been shoppping for a new Accord for some time, visiting many car dealerships in North Jersey. On a Saturday afternoon, I telephoned Madison Honda to inquire about the specific car I was searching for and spoke with Flavia Alarcon. I was pleasantly surprised by her helpfulness and genuine kindness. I was so impressed by Flavia that I decided to take the following Monday afternoon off from work and visit Madison Honda. Flavia was just as helpful in person as she was in our previous telephone conversation. After spending time and much conversation at your dealership with Flavia, Romeo Sevilla and Mark Stocke, I was still impressed with Madison Honda. All three persons were knowledgable, professional and treated me as a valuable customer. They answered all my questions, which helped put me at ease.

Dealing with Madison Honda was a unique and positive experience thanks to Flavia Alarcon, Romeo Sevilla and Mark Stocke. Thank you for restoring my faith in car dealerships. I will highly recommend Madison Honda. Thank you.

Sincerely,
EL

Dear Mr. Lee:

My wife and I recently purchased a car from your dealership. Our salesman was Jim Robertson.

I want you to know that Jim made our purchase experience at Madison Honda stress-free. He treated us as though we were Madison Honda's best customers. He handled us more as though we were a friend rather than a customer.

This type of service is rare in today's world. I felt compelled to write you about Jim Robertson.

Sincerely,
BD
Edison

David Lee is the absolute best GM!  His compassion for his position and this Honda dealership is beyond compare.    I met David through taking my car in for service and he has continued to be a fabulous assistance to us in all of our dealings, small and petty as they might be, he is always there for our requests.

We since have leased a second Pilot this past April from Madison Honda, making us a 2 Pilot family and we plan to increase and lease a third Pilot this next Spring!

I can't express enough the fabulous team of professional and friendly staff that are always available for us

Sincerely,
D. M.
New Vernon

Dear David, 

We just wanted to drop you a note to tell you how grateful we are that you were able to find the perfect car for our daughter.  When she returned from her trip to Madrid and saw that we had not bought just any used car, but had gotten a Honda she was so excited.  She absolutely loves it.  It is always a pleasure to deal with you as well as the many people on your staff.  Jacob took good care of us in finalizing the transaction.  Madison Honda is so fortunate to have you as their General Manager.  You truly care about your customers and your integrity does not go unnoticed!  Thanks again! 

Sincerely,

P. & B.

Whippany

Dear Mr. Lee, 

     I am writing to thank and commend the Madison Honda team of Silvana, Jason, and Jody.  Together, they worked to resolve a bizarre problem that occurred with E-Z Pass New Jersey and the new license plate number registered to my new 2008 Civic.

     I’m sure you understand how these minor errors can turn into big-time problems when there isn’t someone on your side.  Well, Madison Honda – Silvana, Jason, and Jody – were on my side.  Their quick response with such precise, unequivocal proof to help me in a situation that was really outside of their bailiwick is impressive.  I am very grateful for their assistance!

Sincerely, 

K. U.

Florham Park

Dear Mr. Lee, 

Just a short note to tell you how appreciative I was with the fine service from your sales consultant, Richard Giordano.

Three years ago my wife and I bought a Honda Pilot.  We were very satisfied with Mr. Giordano’s accommodation as a sales person at the time.  We recently leased a new Pilot and again turned to Mr. Giordano.

His professionalism, kindness, interest and enthusiasm were greatly appreciated. 

Mr. Giordano is certainly an asset to your fine establishment. 

Very truly yours,

R. B. 

Morristown

Dear Mr. Lee, 

Allow me to take this opportunity to express my thanks and appreciation to your salesperson Rich Giordano.  I was directed to your dealership via the Internet.  I was turned over to Rich.  I had already visited several other Honda dealerships, had a price in mind for the Honda CR-V EX and was ready to open discussions with Rich.

Rich made the experience pleasant.  Within a short period of time, a price was negotiated that met the lowest offer from a competitor.  The difference was Rich Giordano.  We were able to quickly and easily reach an agreement and the deal was closed.  When I brought my wife back to the dealership to test ride the vehicle, Rich once again made the experience stress free and pleasant.  Rich was professional and supportive throughout the process of purchasing my vehicle.

In closing, this experience has been the best that I have had in the last 35 years of purchasing cars! 

Sincerely, 

M. S.

Westfield

I have purchased 3 cars at Madison Honda - great cars but this review is all about the service.  It's hard to believe but I actually ENJOY getting the cars serviced there. 

They are professional, quick, helpful.  The waiting area is lovely and when your car is ready, it is clean, close by and the serviceperson goes down a list of things that have been checked - and fixed if found deficient - regardless of how minor the reason for having the car in to be serviced might have been.

Sincerely,
D. K.
Summit, NJ

With appreciation and grateful thanks and also congratulations!  You give me great service to keep my two Honda Accords running.

All the Best of Luck!

D. S.
Union, NJ

Dear Dave,

I just wanted to communicate that it was a pleasure working with Gary Testa in leasing our new Pilot.

Gary was extremely patient, helpful, professional and accommodating.

We will definitely be working with him again.

Thank you,
R. F.
Summit, NJ

I wanted to take the time to thank one of your sales consultants for the fine job he did in helping me select a car. Mr. Jacob Feldon, was professional, his kindness was appreciated and also his honesty helped me with my selection with my pre-certified 2005 which I purchased about a month ago.

This was my second Honda we have purchased in two years and will recommend them to any one buying a new Honda in the Morristown, NJ area.

I also enjoyed meeting Rachel, she loved my little Shitzu, Jake (who came along for the ride), her personality and laugh made us all feel welcome.

Thank you all again for a lovely experience at Honda of Madison.

Very truly yours,
C.K.
Bernardsville, NJ

I would like to take this opportunity to tell you what a fantastic job Jon Pagliocco and your Service Department did on the recent service of my Honda Accord.

I called your Service Department after 5 pm on Friday, July 11th and spoke with Mr. Pagliocco about the engine light that came on. He indicated that I should be able to make it home. When asked if Madison Honda had service hours on Saturday, he indicated that it was by appointment only, but he would run a diagnostic on the car if I brought it in. Mr. Pagliocco greeted me and informed me of the anticipated time it would take and offered me the conveniences of your waiting area. After running a check on my car, he informed me of the problem and I asked how long until the part was available. He said the part was in stock and if I didn't mind waiting, they would have it fixed within 1 1/2 hours ... and they did.

Mr. Pagliocco and your Service Department had my car fixed and running again, in less than 24 hours ... even over a weekend.

This is just another example of the great service I have received over the years from the Madison Honda Service Department.

Thank you and keep up the good work.

Sincerely,
S.C.
Madison, NJ

I am writing today to compliment you on the help I received from one of your Service Advisors, Mr. John Pagliocco.

Yesterday [July 23, 2008], I was in Montclair, NJ and suddenly a horrible squeaking, scraping sound began to emanate from my 2006 Honda Accord. No informational lights came on to tell me what the problem was, and I was not willing to take a chance on driving it back to Madison. I had the car towed to your dealership [where I had purchased the car], and Mr. Pagliocco immediately began to work on finding the source of the noise. He isolated it to the front driver's side brake/tire area, and removed the tire himself to investigate. A few short minutes later, he began to smile and showed me the culprit - a tiny pebble about the size of 1/4 a pencil eraser had become wedged between the brake protector plate and the brake itself. So much trouble caused by such a small object! At any rate, Mr. Pagliocco had solved the mystery, replaced the tire, and in no time at all I was on my way home. We all had a good laugh, though!

I have been very pleased with your service at Madison Honda from the time I entered the showroom to begin shopping for my car two years ago. Yesterday was just another example of your stellar customer service - and Mr. Pagliocco was wonderful. My issue was resolved quickly, and with much good humor. It was the most fun I've ever had in an automotive breakdown situation! Many thanks to all of you, especially to John Pagliocco.

Very truly yours,
G.L.
Madison, NJ

Dear Mr. Lee,

I am certain that you receive a great deal of correspondence on a daily basis but I would like to take a moment of your time and commend your Service Manager, Brian Parente.

Without going into the specifics of the situation (it would sound like a soap opera) Brian was a tremendous help and point person in the installation of a new A/C compressor for my 2004 Honda Accord.

Despite problems with the manufacturer (which in no way was Honda's fault) Brian kept me posted on the situation and went above and beyond the call of duty in resolving the problems.

As a long time Honda owner (3 Honda's purchased at Madison Honda) I have told this story to many friends and acquaintenances as an example of a car company that does things right. I have thoroughly enjoyed each of the Honda's that I have owned and am exceptionally pleased with the service I have received. In my book, Brian represents what customer service is supposed to be. With a little bit of luck, I will be back next year to buy a Pilot or an Accord.

Very truly yours,
K.G.
Morristown, NJ

Thank you for taking time and major effort to repair my radio. I know it was a major project for your staff, and the damned thing decided not to show you what I was complaining about. I call it the "phantom schitzo" radio problem, but you did it!! You believed me or at least you thought I didn't look too crazy. I commend you and the radio is perfect and just in time for my trip to Buffalo next week. Your service dept. is the BEST! Thanks again!

Sincerely,
J.S.