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Arrowhead Honda Reviews (66)

Everything you are about to read is totally true, I did not exaggerate anything. I am sorry it is such a long review but it is the only way to tell the whole story. My emotions may show in my writing style but under the circumstances that should be normal. Since you are curious enough to check out the reviews for Arrowhead Honda once you finish reading my review it is critically important that you go to the Arizona Attorney General’s office and read what they have to say about buying a car. Here is the link. https://www.azag.gov/consumer/cars. Everything I went through is on their website.

The overall moral to this story is just assume that at every stage of a car purchase that everyone you interact with is going to lie or deceive you to benefit the dealership. If someone is honest that is a bonus but do not count on it. This is not about selling cars. This is about getting as much money however you can from your customer regardless of the consequences they may have to go through because of your greed and dishonesty.

I have bought probably 30 vehicles over my lifetime. One time I bought five work trucks at once. I have had every new and used car salesman trick pulled on me over the years or so I thought until I met the team at Arrowhead Honda.

I have been promised things that were not included when I was ready to sign, I have driven off the lot (spot delivery/yo yo financing) only to have the salesman call me back the next day and tell me my loan was not approved at the interest rate I signed for. I have negotiated a few deals on the phone only to have them change when I show up. I have had a salesman try to lease me a car and try to tax me twice, once on valuing the car for the lease and then again on the monthly payments. I could go on and on.

I went into my discussions with Arrowhead Honda with a high degree of skepticism based on my prior experiences and my current situation. I thought I had been through just about everything you could in buying a new or used car and then there is Arrowhead Honda in Peoria. I am humbled and furious, I did not think the bar could be lowered anymore but they proved me wrong.

My situation is different this time. Like many business people I was affected by the economy and had to declare a Chapter 13 bankruptcy (BK). I have a few months left until it is dismissed and my FICO score was 700 which everyone I have talked to is amazed, they have never seen someone in an active BK with that kind of credit score.

Arrowhead Honda through their financing arm called AZ Fast Loans several years ago started sending me letters in the mail offering to sell me a car without telling my BK Trustee. That is against the rules and can jeopardize the dismissal of your BK. I retained the information because I thought they must have some lenders that can do deals with people still in an active BK. I was not interested in breaking the BK rules in fact, the only reason I was looking to buy a car at this point was to boost my credit score so I wanted this transaction to show on my credit report.

My wife likes Toyota Highlanders. I checked Arrowhead’s website from time to time along with many others and saw that they had a 2010 White Toyota Hybrid Highlander. I was not necessarily looking for a hybrid but my car is a Chevy Volt so it is certainly up my alley. I called and talked to Kevin Anderson their internet sales guy. I am sure the Revdex.com is going to blank out his name so we will just refer to him as LIAR.

I talked, emailed and texted LIAR for several days and explained my BK and that I had a letter from the BK Trustee that allows me to finance a car with a payment up to $516 per month. I cannot go one dollar higher or I would be in default for the dismissal of my BK. I told him I only wanted my credit pulled one time. Every hard credit pull affects your credit score negatively. I told LIAR that I could give him my Credit Karma report to show what the score would be once I allowed them to pull it. I wanted him to talk to his managers and the lenders to make sure they understood my situation, my FICO score and what my requirements were before I would allow him to pull my credit.

We went through all my personal issues and requests. All sales people tell you to come on down and drive the car. I let them know I have no interest in seeing the car or test driving it first. I will only come see them when I have the deal worked out, anything else is just a waste of time based on my past experience in buying cars and my current situation with the BK.

After a couple days of communicating with LIAR, he assured me that he would only pull the credit report once and send his report to whichever financing institutions they felt were best so they would not need their own report. He told me he talked with his manager and with my amazing FICO score and knowing the financing companies they work with that I could probably get an 8.9 % loan for 48 months. That is considerably higher than what a person with good credit that is not in a BK could get but definitely lower than the 18 % that some other used car places quoted me. I would never buy a car at 18%.

I finally went in and met LIAR. Once I was convinced that LIAR knew all my requirements and had done whatever upfront home work he could do, I filled out their credit application. He left and came back less than ten minutes later and said “I told you it would be easy”. I said “So you got the loan approved for 8.9% for 48 months”? LIAR looked me in the eye and said “Yes”. This was Thursday July 14, 2016 in the early afternoon. That is important because all the financial institutions are open unlike when people buy cars at night or on the weekend. He wanted me to take the car home so my wife could see it and I told him that that is not necessary. I was pleased that everything went so well.

The next day (July 15) I brought my wife in to see the car since I had been approved for the financing. She drove the car and liked it so we went to the next level to meet with Jason Heximer, the finance manager. I will call him the MONEY MAN. As MONEY MAN was preparing the paperwork for us to sign for the 8.9% loan we talked about my active BK and the decent rate I just got based on my FICO score. He never corrected me or said that my financing had not been approved yet. I explained the letter from the Trustee and the $516 monthly payment cap.

MONEY MAN tried offering me an extended warranty because the car was out of warranty. I normally would not accept an extended warranty but because of the mileage and that it was a Hybrid which has expensive batteries. I chose to accept it. MONEY MAN assured me that all Hybrid components were covered including batteries. I know that extend warranties are very high profit items that all dealers try to sell you. With the car and the extended warranty I was $15 under my Trustee cap which is just a 1% margin of safety.

MONEY MAN was apparently impressed with my frankness about my personal situation and the good rate that I thought he was able to get me because of my FICO score so he shared with me that he had done a Chapter 7 BK himself five years ago. Confessing that you had a BK as the finance manager might not be the most reassuring thing to a customer but I was okay with the discussion. It made me feel that I was getting an honest deal. Fooled again.

One of my co-workers brothers bought a car from Dave Warren the sales manager at Arrowhead Honda and suggested I talk with him. I will call him the BOSS. I met the BOSS who knew some of the details of my situation. I thought he was a nice guy but he was not involved to the same detail at this point like LIAR and MONEY MAN.

We finished up the paperwork and took the car home. My wife and I were excited that we had this new chapter started in our lives. A newer car for her and the opportunity to build our credit score even higher. The next day LIAR called and asked me to fax in my bank statements proving my income, some personal references and the Trustee letter showing what the maximum payment could be. I sent him what he asked for. The day after that (2 days after I bought the car) I got a notification from Credit Karma that something had changed on my credit report. I assumed that it was going to show the one credit report that I had been assured by LIAR was going to be pulled.

I was shocked to see that Arrowhead Honda had done four credit pulls. I also found out the credit pulls were done on the 15th, the day after I was told I was approved. There had been no credit inquiry on the 14th, the day LIAR told me I was approved. The fact the credit was pulled on the 15th and not the 14th was not significant to me at the time but would later highlight the beginning of all the lies that took place.

The credit inquiries section on my credit report went from Fair to Very Poor. This was the last thing I wanted to happen. I was financing a car to improve my score, not hurt it. So it was at this point that I knew that LIAR had earned his name. I immediately emailed him to ask what happened and how was he going to get rid of the other three credit pulls. I never heard from him, shocking.

During the next three weeks I got rid of my wife’s old car, fixed a dent on the front fender of the car and bought rubber mats to use when I haul things in the back of the car. I assumed the car was mine. You know what [redacted] U ME means!

Twenty two days after I left with the car LIAR calls me on my cell phone to tell me that my loan rate was not approved for 8.9% but was approved for 16.95%. He then handed the phone immediately to MONEY MAN who told me that I apparently was not approved when I left with the car.

I could not believe after all my legwork, everything I told LIAR and MONEY MAN about my personal situation concerning the BK, the cap that I had for the Trustee, the fact that LIAR absolutely said I was approved that this was happening. MONEY MAN told me what the new payment was. It was way above my Trustee cap so I could not have that loan.

I asked MONEY MAN how many of the four finance companies had approved me. He said that only one of the four approved me, that is why they had to send it to four companies, insinuating that the first three turned me down and the fourth one approved me.

I called and talked to the BOSS who was the least involved in all the issues so I knew he was not aware of all the details that I shared with LIAR and MONEY MAN. I explained all the issues to him and his response was; if I do not want the car I can just return it. I reiterated that I no longer have my old car and that I have four hard credit pulls that have damaged my credit rating and that returning the car was not the only option available, lowering the price of the car to match the quoted payment was better. He did not seemed inclined to do that much to help me. He could not explain to me why it took 22 days for someone to tell me.

I emailed and talked to BOSS for over a week as I was trying to figure out what to do. He never once apologized to me for being lied to. I found out who the prior owner of the car was and talked to him. He told me he traded in the car for $13,000. I mentioned that I knew what Arrowhead bought the car for and the BOSS confirmed that indeed was the price they gave the customer on their trade in but he was still insistent that they make at least a $2000 profit on the car. I have no problem with a company making a profit but not when you have been caught in a pile of lies and have caused harm to your customer.

I went in and met with the BOSS. I told him I wanted to see all the finance company responses. He showed them to me. It turns out I was actually approved by three of the four companies. MONEY MAN lied to me. Shocking.

Arrowhead had just sent my credit application to all four companies at once, violating my agreement with LIAR that they would only pull it once and share it with the financing companies. I was never once approved for 8.9% by any company and no company had even seen my credit application until the day I brought my wife in, not the day before when I was told it was approved.

Of the three companies that approved me two of them had conditional approvals and asked for some additional information and was not given any by Arrowhead Honda. One of the conditional approvals was at 12.95%. I will never know if the other companies could have given me an even better rate.

The third company was the one that approved me for 16.95% and that approval happened on the 15th while my wife and I were signing what we thought were real papers to buy the car. LIAR and MONEY MAN knew while I was signing papers for what I thought was an 8.9% loan that I was not approved at that rate.

They fraudulently led me to believe that the papers I was signing were real.

Arrowhead Honda must have a sophisticated accounting department. I am sure they have daily, weekly and monthly accounts receivable reports. Some manager in accounting had to be asking during the 22 day period, where is the money for the car I was driving? I am sure LIAR was asking for his commission as well. Internally there had to be some nefarious reason why no one would call me for 22 days.

I found out that the extended warranty that MONEY MAN offered me did not cover the hybrid batteries like he said they did. I was lied to again. Just another attempt to fatten their wallets at the customer’s expense.

I worked out the new payment details with the BOSS which did not include the extended warranty and signed the new papers for the higher interest rate loan. I was backed into a corner which they were very well aware of since I had no car for my wife and did not want to incur any more credit inquiries.

I am a contractor but my personality is very sales and marketing oriented. I have trained dozens of sales people over the years. If I had an employee(s) that lied and misled a customer and put them into the situation that I am in today they would no longer work for me. That is the way most businesses would operate.

Not so at Arrowhead Honda, all it means is that it is Monday and the rest of the week is looking good. LIAR and MONEY MAN were probably not reprimanded for their lies instead they were probably patted on the back for doing their job.

This whole set of lies cost me in hard numbers $3313 in higher payments which is the difference between 8.9% and 16.95%, and over $2000 in their guaranteed profit. That is just the hard money part. The weeks of frustration, the uncertainty, the disappointment, the feeling of being totally lied to, the anxiety of not having a backup car and then being boxed into a corner is worth so much more than the money.

The future damage caused by me having a Very Poor rating for credit pulls on my credit report is unknown at the this time. I now have five hard credit pulls from this fiasco since it took them 22 days to inform me and over a week to decide what to do, the finance company had to pull my credit again to verify it had not changed. My credit report has dropped 20 points from all this activity. I went from having a good credit rating to a fair one. It may be the worst part for me since I want to refinance my home mortgage as soon as the BK is over (December 2016) and paying a higher rate on my mortgage could cost me the most money in the long run.

No one at Arrowhead Honda cares about my issues. LIAR and MONEY MAN are just employees, the BOSS claimed he talked to the General Manager but he apparently was not interested in getting involved and making this right. This whole ordeal started a few days before July 15th and as of October 13, 2016 I made my first payment on the new loan.

I am not an attorney but I am pretty sure that what Arrowhead Honda did to me is fraudulent. Here is the legal definition of Fraud. Just google it and you can see for yourself.

A false representation of a matter of fact, whether by words or by conduct, by false or misleading allegations, or by concealment of what should have been disclosed that deceives and is intended to deceive another so that the individual will act upon it to her or his legal injury.

Fraud must be proved by showing that the defendant’s actions involved five separate elements. (1) a false statement of a material fact (LIAR telling me I was approved) (2) knowledge on the part of the defendant that the statement is untrue (LIAR and MONEY MAN and perhaps the BOSS knowing I was not approved but lead me to believe I was) (3) intent on the part of the defendant to deceive the alleged victim (all three knowing I was not approved and letting me drive the car home) (4) justifiable reliance by the alleged victim on the statement ( I thought I was approved and got rid of my car, had a dent fixed and buying mats for the car)(5) injury to the alleged victim as a result (forced to buy the car at a higher rate costing me over $3300 in direct damages).

Everything that happened to me fits the definition perfectly. In addition to everything I just mentioned the fact that they entice vulnerable people to buy a car during a BK and not report it to the trustee is fraudulent as well. I will be filling a complaint with the Arizona Attorney General’s office and doing more online reviews.

As you can tell I have spent a lot of my time putting this together and editing it. It was actually quite a bit longer but I condensed it and left out some of the lesser points.

If a few people go into their discussions with Arrowhead, after reading this review, then they will be much better informed about how to truly deal with the people and philosophy of Arrowhead Honda. Better yet go try to find an honest car dealership to deal with, this one is not.

Just a parting thought. We all know Las Vegas was not built on winners but on losers. Arrowhead Honda was built by LIARS, MONEY MEN and BOSS’S that utilize deceitful practices. I know nothing will change at Arrowhead Honda based purely on this review but it gives me a way to vent and to hopefully educate some potential buyers.

I am the Service Manager for Arrowhead Honda and I am responding to  the complaint ID#[redacted].  In this particular case we have addressed the customers issue of the “screeching nose” we let her know that we were unable to dupli[redacted] the noise she was referring to but after looking at the...

vehicle it did need a drive belt replaced due to the condition of the belt as well as the time and mileage on the belt and that the belt could be possibly causing the noise she is hearing. This item was never sold to her telling her that it would fix the problem, as she stated we told her we were unable to dupli[redacted] her noise. This drive belt was sold to her because it was due according to the condition of the belt as well the time and mileage that were on the belt. The other items that were presented to the customer were also recommended due to time, mileage and condition of the items. To be fair to our customers we always perform a safety inspection on every vehicle to assure we give our customers the best customer service as well as make sure they are safe when they leave our facility, after this inspection was performed whe then notified the customer and let her know of certain items that were noted by the technician. After presenting this multi-point inspection to the customer she then decided to authorize the repairs, when she picked the vehicle up she was a little concerned about the items that were needed and I personally sat down with her and explained everything very thoroughly. After the conversation she seemed to understand everything very well and I even discounted the repair order by $100 to help her out. She did have some power steering issue that were certainly a safety issue as well as suspension components that were bad. Since I sat down with her in my office and gave her the additional $100 off she has written the Revdex.com. I have contacted the customer and had a long conversation with her again on 5/7/15 and explained everything in great detail, at this point we have invited her back to the dealership so we can try to dupli[redacted] the noise and even offered to fix it at no cost to her to make her happy and retain her business, unfortunately she hasn’t taken us up on the offer at this time.  Sincerely,  Chris T[redacted]Service Manager[redacted]

This guest of Arrowhead Honda Service Department has been contacted and is satisfied at this time.  Has been given the $150 coupon credit that was erroneously omitted, and has also been noted to receive additional future discounts for the misunderstanding and inconvenience.  If...

you have anything further to discuss or need any additional information, please do not hesitate to contact me directly.  Thank you,[redacted]Customer Relations ManagerArrowhead Honda

[redacted] came into our dealership on July 27, 2014 needing our specialty financing department to help him obtain a vehicle.  As sometimes happens with difficult loan attempts, many banks are recruited to help secure financing, which our financial experts are here for.  Sometimes,...

specifications need to be met in order to fulfill the obligations of the loan institutions such as a particular percentage down, supporting documentation, or maybe even switching vehicles into something with less miles or less of a payment.  This is the case in Mr. [redacted] situation.  Mr. [redacted] was requiring an additional monies down to secure the remaining loan amount to purchase this vehicle, and also needed to lower the monthly payment according to his debt to income ratio.  He came back in a few weeks later to recontract for the lower payment and higher amount of cash down, where no problems were encountered.  He was happy to have had his payment lowered, and drove off our lot a very contented customer.  The loan was placed with [redacted].  He also had gotten a warranty through [redacted] utilizing separate financing through the company itself.  The information is at [redacted], but any claims within 30 days of purchase are Arrowhead Honda’s responsibility as part of the purchasing process, and any claims made as such would simply be referred back to the dealership itself.  Having spoken to [redacted] at [redacted], the loan documents are, indeed, there at her company and says that a “welcome” letter with all pertinent information was sent to Mr. Schiffer.  She can be reached for comment at ###-###-#### at option #3.  As for the temporary plates being expired, sometimes it takes the [redacted] a little longer than expected once the paperwork is received.  In this instance, a temporary tag was issued with the first visit and cannot be renewed by us unless it has expired.  When he came in to recontract, it would have taken up to two weeks for processing, quite possibly making his temporary plate expired.  If that happens, all he would have to do is give his email address to our titling clerk, [redacted], who could definitely email him an extention.  I am the Customer Relations Manager and could easily have aided in this situation, giving direction and assistance to all of Mr. [redacted] concerns, but this is the first I am hearing of any sort of disturbance or upset.  I hope he feels confident enough to contact me at any of the below addresses to alleviate any other concerns, as I welcome any chance to help a guest of Arrowhead Honda.  Thank you for your time and consideration regarding this valued customer.  If there is anything further required for clarification, please call or email me at the below pathways.

The response is now irrelevant because the business contacted me directly and we came to an acceptable resolution.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

[redacted],
I am not sure if you filled out a cancellation Form. Attached is a cancellation form that needs to be filled out with a...

signature and date. Once this is sent back to me I will send it to the Nation State Drivers. At that time it will take anywhere from 1-4 weeks to process. If your vehicle loan is paid off they will cut you a check. If you still owe on the loan than the money is sent towards your loan. Please make sure you add your account number that you have through American Honda Finance. Please let me know if you have any further questions.
 
Thanks,
 
Jill C[redacted]
Customer Relations Manager
Arrowhead Honda
Direct: ###-###-####

I have spoken with Mr. [redacted] and apologized for any inconvenience we may have caused.  On July 3rd, [redacted] was approached by [redacted] to look at a used vehicle that was on our website. The car was in the back waiting to get serviced. [redacted] took Mr. [redacted] and his family...

to look at the vehicle. They were unable to test drive the car due to safety reasons, we want to make sure a car is in perfect condition before it leaves our lot. [redacted] did tell them that car would not be ready till Monday. [redacted] said he still wanted to purchase the car and proceed to sign a contract. The contract would automatically be canceled if the car did not pass the smog and safety tests. Once Mr. [redacted] went home he decided he did not want the car because he did not test drive it and he felt he could find the same car cheaper somewhere else. Mr. [redacted] came back in and spoke to [redacted], [redacted] explained to him that couldn’t cancel the sale due to the fact he signed a contract. During that time we felt it would be better to just cancel the contract and let Mr. [redacted] go somewhere else. The contract has been Null and Void and the extra set of keys to Mr.[redacted] vehicle have been returned.[redacted]Director of Customer Service

We have been working with [redacted] in regards to this complaint. After speakingwith [redacted] I realized she was sold a car without the Navigation and [redacted], this is something that she really wanted. I worked with [redacted] Honda to find the exact same vehicle such as color, make, and model...

with navigation.On Tuesday we ordered a car from [redacted] it was delivered Thursday night.[redacted] came in on Friday around 2:00 pm, we did a trade out between Vehicles. [redacted] now how the vehicle with [redacted] and Navigation.Eric G[redacted] met with [redacted] and went over the car and how to use the system. We made sure the carwas detailed and ready to go,[redacted] did a walk around and everything was set to her standards. Thanks,Jill C[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the...

offer I reviewed appear below.They have my copy of my original vehicle registration and have not yet returned it. I have emailed to Arrowhead asking for it over 2 weeks ago and still not received. I am required to carry that in my vehicle and they have my copy. Requesting to have it sent to me.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

At the time of my initial complaint on 2/21/14, ArrowHead

Honda had already tried to make me a deal for a new car.  The problem I

have is that it's all in the details. That’s part of what made me upset and

caused me to file this complaint to ask for my money back.  They basically wanted me to pay $3,000 more

than my financed amount from a year ago. 

That’s one of the reasons I think they are trying to take advantage.

They are treating this like they are selling me a new car. I feel like could

get a better deal coming in off the street. 

They still want me to pay for their mistake.  I wouldn’t be buying a new car if they didn’t

mess up. 

Whether it’s the Service, Sales or Finance – it’s all Honda. 

I’ve already paid them $11,498 ($8,000 down payment plus $3,498 in payments

for a year).  The only way the deal would

be equitable would be if they offered me the same car for what I currently owe

$16,787. I don’t need a 2014 if they can find a 2013.

The other item is to cancel my current loan.  My next payment is due 3/8/14 and I really

don’t want to make another payment.

On June 3rd, 2015 [redacted] purchased a vehicle from Arrowhead Honda. [redacted] was Mr. [redacted] Salesman. During the time of purchase [redacted] quoted [redacted] a standard price of his monthly payments which would be $568.00 a month for 72months. After this price was agreed upon...

Jeff went to go see [redacted] in finance to go through and sign all the paperwork. During this time the upgraded /added options were shown to Mr. [redacted]. One of the options that was denied was the Rockledge Security system. This is an upgraded system that is purchased if they choose to upgrade from the factory alarm. This alarm is put on every car for security reasons but is not a standard alarm, it must be purchased as an upgrade. If purchased the alarm is $15.00 a month which is added on to the monthly payment.  If you look at the documents attached it shows that Mr. [redacted] declined the alarm and agreed to have the security alarm removed. Mr. [redacted] is upset because he believed the price sticker included the upgraded alarm which it only includes the factory alarm.  Many options are available as upgrades and as we know anything extra we add onto our car the monthly payments will go up. For example adding an extended warranty, paintless dent repair, lo-jack etc. All these upgrades were declined and initialed by Mr. [redacted]. Therefore, Mr. [redacted] payments did not go up. The $568.00 proposed to him stayed the same but we did add a $224.31 plate credit which brought his monthly payment down. I apologize for any confusion that [redacted] has but the car only comes with a standard alarm. The Rockledge Security system that was in the car is an upgrade and would have to be purchased and added to the monthly payment.

[redacted]  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

June 7, 2014
Gentlemen:
I would like to inform you about a very bad experience I had at Arrowhead Honda, Peoria AZ.
I purchased a used 2013 Honda Accord on February 13, 2014, (3623 miles). The test drive was impressive and no defects were noted. After the car was detailed by their service department it was unusable. The odor from the cleaning solution was unbearable, causing my eyes to water profusely and causing a ill feeling. In a period of about ten weeks the car was re-cleaned at least eight times and professionally cleaned twice. The stench is still present. I have discussed this problem with former colleagues from Bell Laboratories while on vacation to the eastern US. We came to a reasonable scenario as to what caused the problem. The suggestions were told to management. I was informed by one of the managers, [redacted] that I should have told him that I have an allergy to the chemicals and since I did not inform Arrowhead Honda it was not their fault and I should assume all responsibility. My response was, why was I not informed what you were going to do and secondly since when do I need a doctors note to purchase a car. This obviously ended in a stalemate with me still holding the bag. My next suggestion was for them to find a similar 2013 model for an even trade. Nothing came about that suggestion. My final suggestion was for me to get a quote from a different dealership and have Arrowhead match the price. I felt I would not get an accurate or fair price from this dealership. He agreed to this deal. I went to Earnhardt Honda and got a written quote. It just so happened that that a identical car was in Arrowheads lot. The price difference was $2500-$3000 of which I was willing to pay. He informed me the his best deal was about $7500 difference. This is about $5000 more than we agreed on.
At this point I cancelled all my extra items I purchased with the car, as it may have to go up for sale, extended warranty, key loss insurance, etc. I wanted to cancel my $1500 alarm system however they said it cannot be cancelled. There is nothing in the contract that says that it can't be canceled but they refuse to remove the alarm.
This detailed scenario has been discussed with Honda Corporate ([redacted]) and a permanent record is on file. Honda Corporate would not help me other than a shoulder to cry on. They say it not a Honda problem rather a dealership problem. You would think they would police their dealerships as Honda's good name is being dragged through the mud.
I sincerely hope that this letter will make people think about researching their dealerships prior to purchasing. The Revdex.com being an excellent starting point.

Called and left message. I would like to make sure we have the correct amount and where the money is going to go. This will be canceled. Please attach your copy of the cancellation form.
 
Thanks,
 
Jill C[redacted]

Everything you are about to read is totally true, I did not exaggerate anything. I am sorry it is such a long review but it is the only way to tell the whole story. My emotions may show in my writing style but under the circumstances that should be normal. Since you are curious enough to check out the reviews for Arrowhead Honda once you finish reading my review it is critically important that you go to the Arizona Attorney General’s office and read what they have to say about buying a car. Here is the link. https://www.azag.gov/consumer/cars. Everything I went through is on their website.

The overall moral to this story is just assume that at every stage of a car purchase that everyone you interact with is going to lie or deceive you to benefit the dealership. If someone is honest that is a bonus but do not count on it. This is not about selling cars. This is about getting as much money however you can from your customer regardless of the consequences they may have to go through because of your greed and dishonesty.

I have bought probably 30 vehicles over my lifetime. One time I bought five work trucks at once. I have had every new and used car salesman trick pulled on me over the years or so I thought until I met the team at Arrowhead Honda.

I have been promised things that were not included when I was ready to sign, I have driven off the lot (spot delivery/yo yo financing) only to have the salesman call me back the next day and tell me my loan was not approved at the interest rate I signed for. I have negotiated a few deals on the phone only to have them change when I show up. I have had a salesman try to lease me a car and try to tax me twice, once on valuing the car for the lease and then again on the monthly payments. I could go on and on.

I went into my discussions with Arrowhead Honda with a high degree of skepticism based on my prior experiences and my current situation. I thought I had been through just about everything you could in buying a new or used car and then there is Arrowhead Honda in Peoria. I am humbled and furious, I did not think the bar could be lowered anymore but they proved me wrong.

My situation is different this time. Like many business people I was affected by the economy and had to declare a Chapter 13 bankruptcy (BK). I have a few months left until it is dismissed and my FICO score was 700 which everyone I have talked to is amazed, they have never seen someone in an active BK with that kind of credit score.

Arrowhead Honda through their financing arm called AZ Fast Loans several years ago started sending me letters in the mail offering to sell me a car without telling my BK Trustee. That is against the rules and can jeopardize the dismissal of your BK. I retained the information because I thought they must have some lenders that can do deals with people still in an active BK. I was not interested in breaking the BK rules in fact, the only reason I was looking to buy a car at this point was to boost my credit score so I wanted this transaction to show on my credit report.

My wife likes Toyota Highlanders. I checked Arrowhead’s website from time to time along with many others and saw that they had a 2010 White Toyota Hybrid Highlander. I was not necessarily looking for a hybrid but my car is a Chevy Volt so it is certainly up my alley. I called and talked to Kevin Anderson their internet sales guy. I am sure the Revdex.com is going to blank out his name so we will just refer to him as LIAR.

I talked, emailed and texted LIAR for several days and explained my BK and that I had a letter from the BK Trustee that allows me to finance a car with a payment up to $516 per month. I cannot go one dollar higher or I would be in default for the dismissal of my BK. I told him I only wanted my credit pulled one time. Every hard credit pull affects your credit score negatively. I told LIAR that I could give him my Credit Karma report to show what the score would be once I allowed them to pull it. I wanted him to talk to his managers and the lenders to make sure they understood my situation, my FICO score and what my requirements were before I would allow him to pull my credit.

We went through all my personal issues and requests. All sales people tell you to come on down and drive the car. I let them know I have no interest in seeing the car or test driving it first. I will only come see them when I have the deal worked out, anything else is just a waste of time based on my past experience in buying cars and my current situation with the BK.

After a couple days of communicating with LIAR, he assured me that he would only pull the credit report once and send his report to whichever financing institutions they felt were best so they would not need their own report. He told me he talked with his manager and with my amazing FICO score and knowing the financing companies they work with that I could probably get an 8.9 % loan for 48 months. That is considerably higher than what a person with good credit that is not in a BK could get but definitely lower than the 18 % that some other used car places quoted me. I would never buy a car at 18%.

I finally went in and met LIAR. Once I was convinced that LIAR knew all my requirements and had done whatever upfront home work he could do, I filled out their credit application. He left and came back less than ten minutes later and said “I told you it would be easy”. I said “So you got the loan approved for 8.9% for 48 months”? LIAR looked me in the eye and said “Yes”. This was Thursday July 14, 2016 in the early afternoon. That is important because all the financial institutions are open unlike when people buy cars at night or on the weekend. He wanted me to take the car home so my wife could see it and I told him that that is not necessary. I was pleased that everything went so well.

The next day (July 15) I brought my wife in to see the car since I had been approved for the financing. She drove the car and liked it so we went to the next level to meet with Jason Heximer, the finance manager. I will call him the MONEY MAN. As MONEY MAN was preparing the paperwork for us to sign for the 8.9% loan we talked about my active BK and the decent rate I just got based on my FICO score. He never corrected me or said that my financing had not been approved yet. I explained the letter from the Trustee and the $516 monthly payment cap.

MONEY MAN tried offering me an extended warranty because the car was out of warranty. I normally would not accept an extended warranty but because of the mileage and that it was a Hybrid which has expensive batteries. I chose to accept it. MONEY MAN assured me that all Hybrid components were covered including batteries. I know that extend warranties are very high profit items that all dealers try to sell you. With the car and the extended warranty I was $15 under my Trustee cap which is just a 1% margin of safety.

MONEY MAN was apparently impressed with my frankness about my personal situation and the good rate that I thought he was able to get me because of my FICO score so he shared with me that he had done a Chapter 7 BK himself five years ago. Confessing that you had a BK as the finance manager might not be the most reassuring thing to a customer but I was okay with the discussion. It made me feel that I was getting an honest deal. Fooled again.

One of my co-workers brothers bought a car from Dave Warren the sales manager at Arrowhead Honda and suggested I talk with him. I will call him the BOSS. I met the BOSS who knew some of the details of my situation. I thought he was a nice guy but he was not involved to the same detail at this point like LIAR and MONEY MAN.

We finished up the paperwork and took the car home. My wife and I were excited that we had this new chapter started in our lives. A newer car for her and the opportunity to build our credit score even higher. The next day LIAR called and asked me to fax in my bank statements proving my income, some personal references and the Trustee letter showing what the maximum payment could be. I sent him what he asked for. The day after that (2 days after I bought the car) I got a notification from Credit Karma that something had changed on my credit report. I assumed that it was going to show the one credit report that I had been assured by LIAR was going to be pulled.

I was shocked to see that Arrowhead Honda had done four credit pulls. I also found out the credit pulls were done on the 15th, the day after I was told I was approved. There had been no credit inquiry on the 14th, the day LIAR told me I was approved. The fact the credit was pulled on the 15th and not the 14th was not significant to me at the time but would later highlight the beginning of all the lies that took place.

The credit inquiries section on my credit report went from Fair to Very Poor. This was the last thing I wanted to happen. I was financing a car to improve my score, not hurt it. So it was at this point that I knew that LIAR had earned his name. I immediately emailed him to ask what happened and how was he going to get rid of the other three credit pulls. I never heard from him, shocking.

During the next three weeks I got rid of my wife’s old car, fixed a dent on the front fender of the car and bought rubber mats to use when I haul things in the back of the car. I assumed the car was mine. You know what [redacted] U ME means!

Twenty two days after I left with the car LIAR calls me on my cell phone to tell me that my loan rate was not approved for 8.9% but was approved for 16.95%. He then handed the phone immediately to MONEY MAN who told me that I apparently was not approved when I left with the car.

I could not believe after all my legwork, everything I told LIAR and MONEY MAN about my personal situation concerning the BK, the cap that I had for the Trustee, the fact that LIAR absolutely said I was approved that this was happening. MONEY MAN told me what the new payment was. It was way above my Trustee cap so I could not have that loan.

I asked MONEY MAN how many of the four finance companies had approved me. He said that only one of the four approved me, that is why they had to send it to four companies, insinuating that the first three turned me down and the fourth one approved me.

I called and talked to the BOSS who was the least involved in all the issues so I knew he was not aware of all the details that I shared with LIAR and MONEY MAN. I explained all the issues to him and his response was; if I do not want the car I can just return it. I reiterated that I no longer have my old car and that I have four hard credit pulls that have damaged my credit rating and that returning the car was not the only option available, lowering the price of the car to match the quoted payment was better. He did not seemed inclined to do that much to help me. He could not explain to me why it took 22 days for someone to tell me.

I emailed and talked to BOSS for over a week as I was trying to figure out what to do. He never once apologized to me for being lied to. I found out who the prior owner of the car was and talked to him. He told me he traded in the car for $13,000. I mentioned that I knew what Arrowhead bought the car for and the BOSS confirmed that indeed was the price they gave the customer on their trade in but he was still insistent that they make at least a $2000 profit on the car. I have no problem with a company making a profit but not when you have been caught in a pile of lies and have caused harm to your customer.

I went in and met with the BOSS. I told him I wanted to see all the finance company responses. He showed them to me. It turns out I was actually approved by three of the four companies. MONEY MAN lied to me. Shocking.

Arrowhead had just sent my credit application to all four companies at once, violating my agreement with LIAR that they would only pull it once and share it with the financing companies. I was never once approved for 8.9% by any company and no company had even seen my credit application until the day I brought my wife in, not the day before when I was told it was approved.

Of the three companies that approved me two of them had conditional approvals and asked for some additional information and was not given any by Arrowhead Honda. One of the conditional approvals was at 12.95%. I will never know if the other companies could have given me an even better rate.

The third company was the one that approved me for 16.95% and that approval happened on the 15th while my wife and I were signing what we thought were real papers to buy the car. LIAR and MONEY MAN knew while I was signing papers for what I thought was an 8.9% loan that I was not approved at that rate.

They fraudulently led me to believe that the papers I was signing were real.

Arrowhead Honda must have a sophisticated accounting department. I am sure they have daily, weekly and monthly accounts receivable reports. Some manager in accounting had to be asking during the 22 day period, where is the money for the car I was driving? I am sure LIAR was asking for his commission as well. Internally there had to be some nefarious reason why no one would call me for 22 days.

I found out that the extended warranty that MONEY MAN offered me did not cover the hybrid batteries like he said they did. I was lied to again. Just another attempt to fatten their wallets at the customer’s expense.

I worked out the new payment details with the BOSS which did not include the extended warranty and signed the new papers for the higher interest rate loan. I was backed into a corner which they were very well aware of since I had no car for my wife and did not want to incur any more credit inquiries.

I am a contractor but my personality is very sales and marketing oriented. I have trained dozens of sales people over the years. If I had an employee(s) that lied and misled a customer and put them into the situation that I am in today they would no longer work for me. That is the way most businesses would operate.

Not so at Arrowhead Honda, all it means is that it is Monday and the rest of the week is looking good. LIAR and MONEY MAN were probably not reprimanded for their lies instead they were probably patted on the back for doing their job.

This whole set of lies cost me in hard numbers $3313 in higher payments which is the difference between 8.9% and 16.95%, and over $2000 in their guaranteed profit. That is just the hard money part. The weeks of frustration, the uncertainty, the disappointment, the feeling of being totally lied to, the anxiety of not having a backup car and then being boxed into a corner is worth so much more than the money.

The future damage caused by me having a Very Poor rating for credit pulls on my credit report is unknown at the this time. I now have five hard credit pulls from this fiasco since it took them 22 days to inform me and over a week to decide what to do, the finance company had to pull my credit again to verify it had not changed. My credit report has dropped 20 points from all this activity. I went from having a good credit rating to a fair one. It may be the worst part for me since I want to refinance my home mortgage as soon as the BK is over (December 2016) and paying a higher rate on my mortgage could cost me the most money in the long run.

No one at Arrowhead Honda cares about my issues. LIAR and MONEY MAN are just employees, the BOSS claimed he talked to the General Manager but he apparently was not interested in getting involved and making this right. This whole ordeal started a few days before July 15th and as of October 13, 2016 I made my first payment on the new loan.

I am not an attorney but I am pretty sure that what Arrowhead Honda did to me is fraudulent. Here is the legal definition of Fraud. Just google it and you can see for yourself.

A false representation of a matter of fact, whether by words or by conduct, by false or misleading allegations, or by concealment of what should have been disclosed that deceives and is intended to deceive another so that the individual will act upon it to her or his legal injury.

Fraud must be proved by showing that the defendant’s actions involved five separate elements. (1) a false statement of a material fact (LIAR telling me I was approved) (2) knowledge on the part of the defendant that the statement is untrue (LIAR and MONEY MAN and perhaps the BOSS knowing I was not approved but lead me to believe I was) (3) intent on the part of the defendant to deceive the alleged victim (all three knowing I was not approved and letting me drive the car home) (4) justifiable reliance by the alleged victim on the statement ( I thought I was approved and got rid of my car, had a dent fixed and buying mats for the car)(5) injury to the alleged victim as a result (forced to buy the car at a higher rate costing me over $3300 in direct damages).

Everything that happened to me fits the definition perfectly. In addition to everything I just mentioned the fact that they entice vulnerable people to buy a car during a BK and not report it to the trustee is fraudulent as well. I will be filling a complaint with the Arizona Attorney General’s office and doing more online reviews.

As you can tell I have spent a lot of my time putting this together and editing it. It was actually quite a bit longer but I condensed it and left out some of the lesser points.

If a few people go into their discussions with Arrowhead, after reading this review, then they will be much better informed about how to truly deal with the people and philosophy of Arrowhead Honda. Better yet go try to find an honest car dealership to deal with, this one is not.

Just a parting thought. We all know Las Vegas was not built on winners but on losers. Arrowhead Honda was built by LIARS, MONEY MEN and BOSS’S that utilize deceitful practices. I know nothing will change at Arrowhead Honda based purely on this review but it gives me a way to vent and to hopefully educate some potential buyers.

I have reviewed the response made by the business in reference to complaint ID 10211481, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Again, We came into the dealership with a pre-approved loan from our bank.  the salesman saw the approved loan amount of 18,000 he continued to up-sell and told us that our credit was bad and we had to go to [redacted].  1. they had no reason to run our credit.  2. we only had approval for 18,000  3. you are culpable. we told you we wanted [redacted] -you ignored that and got the two banks involved.  Arrowhead Honda does not act in good faith.  Apparently Arrowhead Honda and [redacted] have a relationship that disregards any customers best interests.  Shame on you!

 

[redacted] and Arrowhead Honda worked together very well.  it's obvious that they knew what they were doing.  Lying and Cheating and double-speak.  And canceling warranty and GAP cannot be done verbally and it took 6 phone calls to get the right phone number and the form ,when it came had different references ,it doesn't make sense.  so we'll fill out what we have and return it.  

 

Arrowhead Honda is directly responsible.  A pre-approved loan is like cash. no need to run credit. tax and title and license and out the door.  

 

This is the most disturbing experience we have ever had.  we will not associate ever again with either Arrowhead Honda or [redacted] and we will inform all of our friends and family and anybody else., including any news stations. 

  

Regards,

[redacted],
These parts are delivered to us directly from Corporate Honda, we don't have this stocked in our shop. It is out of our hands where and how they are made.I would definitely make a claim in with corporate Honda and they will be able to give you more valuable information. It looks as though we did replace your vehicle with parts that were not defective and you were happy. We can absolutlely try this again.The only thing Arrowhead Honda can do at this point forward  is re-order the parts and replace them on your vehicle. Please let me know what you would like to do.
 
Thanks,
Jill Ch[redacted]
Director Of Customer Relations

On June 3rd, 2015 [redacted] purchased a vehicle from Arrowhead Honda. [redacted] was Mr. [redacted] Salesman. During the time of purchase [redacted] quoted [redacted] a standard price of his monthly payments which would be $568.00 a month for 72months. After this price was agreed upon Jeff went to go see [redacted] in finance to go through and sign all the paperwork. During this time the upgraded /added options were shown to Mr. [redacted]. One of the options that was denied was the Rockledge Security system. This is an upgraded system that is purchased if they choose to upgrade from the factory alarm. This alarm is put on every car for security reasons but is not a standard alarm, it must be purchased as an upgrade. If purchased the alarm is $15.00 a month which is added on to the monthly payment.  If you look at the documents attached it shows that Mr. [redacted] declined the alarm and agreed to have the security alarm removed. Mr. [redacted] is upset because he believed the price sticker included the upgraded alarm which it only includes the factory alarm.  Many options are available as upgrades and as we know anything extra we add onto our car the monthly payments will go up. For example adding an extended warranty, paintless dent repair, lo-jack etc. All these upgrades were declined and initialed by Mr. [redacted]. Therefore, Mr. [redacted] payments did not go up. The $568.00 proposed to him stayed the same but we did add a $224.31 plate credit which brought his monthly payment down. I apologize for any confusion that [redacted] has but the car only comes with a standard alarm. The Rockledge Security system that was in the car is an upgrade and would have to be purchased and added to the monthly payment.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[redacted]The service manager called me on May 1, 2015 to discuss my complaint.  We discussed the following issues: The service adviser did tell me that the replacement belt solved the problem of the screeching noise.  He did not tell me that it needed to be replaced because of the "time and mileage"  The manager told me that the belt would have made a "flapping" noise which it did not. He did offer to "fix" the problem at no charge. I did not authorize the safety inspection.  I only authorized the repairs because I was afraid to drive the car.  After I did some research, none of the repairs were safety issues.  I was given erroneous information.  Since I had brought the car in for an oil change only two months earlier, I asked the service adviser how so many things could go wrong in such a short time.  The adviser told me that no safety inspection was done at that time even though the manager told me that it was done every time.  I asked the same question of the service manager and his response was that "they are not making cars like they used to".  Am I to infer that Honda is now making an inferior product? I did understand what the manager was telling me and am not convinced that any of the repairs that were done were necessary.  He focused on the screeching  noise and his willingness to fix the problem although I wanted to discuss the other repairs.  He then told me that he had already talked to me for 30 minutes.  Is there a time limit to discuss a problem with the customer? I am reluctant to bring my car back to the dealership to fix the noise because I question their credibility.

Regards,

This is written in response to Mr. [redacted]’s reply to our detailed offer and explanation of events dated June 14, 2014.  Since the items needing to be discussed are itemized, we will answer in kind, respectfully.Clarification of our offer (there are two; one, a $1000 check written to the [redacted]’s in assistance for any repairs they have incurred on the vehicle up until now OR two, a Landcar Warranty to cover the mechanical expenses on their Pilot for 100,000 miles with a $100 deductible).  The Landcar Warranty would require them to return to our dealership if within 50 miles of our store, or to the nearest Landcar approved service facility (the information will be included in the paperwork we would send to the [redacted]’s). Now to respond to the reply from Mr. [redacted] on specific quotations from our response:• The [redacted]’s were told about repairs to the vehicle when asked why it was not certified.  Whether or not the correct verbiage was conveyed from mechanic to salesperson (the customers recite it as a radiator bracket, our salesperson says he told them it was, indeed, a radiator support) it was indicated and discussed, just as the [redacted]’s noted. • We do not have a “wholesale lot”.  We do mark our cars that are to be considered for our traveling wholesale buyers and they are all kept in the same area as all of our trade in vehicles.  Cars that are initially marked for wholesale can still be sold from our inventory to our customers if it fits their particular criteria and we haven’t yet had a wholesaler show interest at that time.   Cars that are taken in on trade may be considered a wholesale unit for a myriad of different reasons (high mileage, we have an overage of that model already in our inventory, difficult color to sell, etc).  Because this Pilot was also put on our internet inventory list, it goes to show we did intend to sell it either to a wholesaler OR to a regular customer, whomever showed interest first.  • The [redacted]’s asked our Service Director for the inspection sheet, which had the original owners’ information on it.  They contacted him and asked him questions regarding the car and he reiterated to them that it was a parking lot accident, where his wife mistakenly pressed the gas instead of the brake when pulling into a parking spot, reiterating the information we have been forthcoming with as well.  • Our salesperson who worked with the [redacted]’s is very honest and would not conger a story to sell a vehicle.  He was answering each question they asked with integrity and with as much information as he could find.  • The salesman did, indeed, pull the vehicle out of the lot where all of our cars are kept to show the [redacted]s, like they indicated.  They also stated they looked and saw the vehicle on our website, so this is a repeated statement.  It was in our inventory, regardless of whether it was to be considered for wholesale or not. • When inquiring about the breakdown of the vehicle in May which caused Mrs. [redacted] to pull over on the side of the highway, I was told it was because she had run over something, not because of a solenoid issue.  I have also asked others who were involved with these customers and have heard several different renditions of what happened, which is the case when so many people have been spoken to and about this matter.  The mechanic in [redacted] that checked their vehicle and ultimately did the repairs verified to our General Manager that what he was being asked to fix on their vehicle was not a result of the repaired damage.• Our General Manager did, in fact, offer the [redacted]’s the $1,000 in the very beginning of the telephonic talks with these customers.  He was told specifically “that wasn’t good enough”, a quite snappish reaction to a rather generous good-will gesture that he would not easily forget.  • While every single manager did, indeed, “snap into action”- our General Manager gathered together everyone involved, while our Used Car Sales Manager immediately went and spoke to the mechanic who inspected the vehicle; the Service Director dove into the back filing office (it is rather immense) to pull all of the service records for the vehicle and also printed any and all information that was linked to this VIN; as soon as I returned from out of town, I sprung into investigative mode, returning the numerous telephone calls from the friends of the [redacted]s, and also had to answer comments posted to our [redacted] page that were not necessarily kind.  I spoke to the salesperson who dealt with the original owner (a very long-time customer of ours), and even called the customer and got the information regarding the accident and then called repair facility myself (to then insinuate that I ([redacted]) “acted” as if I cared in the beginning, is just simply false).  All of us here at Arrowhead Honda care very much about each of our customers, and this dispute is no exception.  • As insinuated by the [redacted]s, our Service Director would not immaturely “dodge” their concerns or questions – he would have zero motive, as there was nothing done deliberately wrong.  Breaking down their entire sales experience now seems oddly juvenile, stating the salesperson was then cursing while telling stories, while having their father (or father in law) call and raise his voice while in a seemingly one sided argument with our General Manager, where he was undeniably threatening and yelling (he was surrounded by all involved, so it did not go unwitnessed).  When the intimidations and urgings that we bend to their will or (enter numerous indicated consequences here) would happen despite our attempts at a conclusion, our GM felt as if he had no other choice other than to abruptly end the conversation immediately.  While they might point out their “stunned” and “shocked” reaction to being cut off mid-call, it surprises us that they do not find their behavior unacceptable.  Having multiple friends call our store numerous times to “inquire” about the “mistreatment” of them seems not only childish but unsuccessful, not to mention the comments on [redacted] and social media we have had to defend.  • In referring to the [redacted] as “monetarily deficient”, it was [redacted] herself who stated that they did not have the money to repair this vehicle, were on a limited budget and could not afford to pay for any future repairs, and did not have the funds to purchase another vehicle (the other offer early in the process was to find them another vehicle that was similar which we could trade them out of – and they stated that they could not do that because they could not afford to pay the difference).  If they are taking offense to this description, I do apologize, but it is the impression that they have insisted upon us having.  Just to be clear, according to Webster’s online dictionary, monetarily = of or relating to money.  Deficient = inadequate.  It is not something we came up with on our own.  • They did not like the subsequent idea of buying the vehicle back from them at the full cash price in trading them out of their vehicle for a very similar one, as they were upset that there would be sales tax.  Their explanation was that if they were returning something to a store they would have gotten their entire amount back.  We offered them this clarification: that they had driven the car for months with no issues, plus we were offering to buy the car back with no depreciation, while absorbing a substantial loss trading them up to a one year newer Pilot with more options for thousands less than what we paid for it – all to make them feel safer and more satisfied, to no avail.  To further explain, they would get a tax credit of 8.1% on the trade in vehicle cost (for example, if the Pilot is 25,000, we would give a credit back to the customer of $2050 towards the purchase of the upgraded vehicle.  That would be at any dealership, however…we are not the only store who would, although we are the only store who would give them full cash value of their Pilot without depreciation).  We could have worked with our financial institutions to make their payments as close to the original as possible, but was never allotted the opportunity.  • When they stated that the car we offered was way out of their price range, the GM said that over the weekend we may take in a trade that might work for them, but that it was not guaranteed to happen, they were seemingly open to that idea.  When Monday came around without a trade in vehicle that would fit their budget, they did not politely wait, as they insinuated.  The irksome telephone calls started coming in from their numerous friends, needlessly.  While they say their friends would not curse at us on the phone because it is “not their way”, our receptionist would beg to differ.  At this point, the matter was upsetting to not only the [redacted]s, but to all of our staff as a whole – their desired intent.  We would at least understand the telephone calls if we weren’t making any attempt to assist these customers, but that was not the case at all.  Also, in speaking with [redacted] personally, she resorted to sending a quite unpleasant email insinuating that I was not returning telephone calls as well, which was not the case either.  Once I spoke to her, though, she agreed that the levels of emotion emanated from her and her entire family – not to mention her friends –may be skewing her reactions.  I reassured her we were doing everything to try and help her and her family, and it seemed that she felt a bit more at ease. • There were multiple mentions about [redacted]’s health, the amount of weight she has lost apparently because of this situation, and then the condition of her not sleeping and the hole in her heart.  These were not made up physical recants on our part – these came from friends, her father, and from [redacted] herself.  While we are sorry these things are happening, we are shocked that this has affected her this intensely.  It has never been our intention to cause anyone physical ill health, and this concerns us exceedingly so. • While her father seems to have knowledge of vehicles as does [redacted]’s brother (her own admission), we would not sell a vehicle that was not a safe vehicle to drive.  While we did have knowledge about the repair, in no way does this make this an unsafe or unreliable vehicle.  It is also a bit latent to then have two seeming “mechanical professionals” wait until there was an issue with this vehicle to fully inspect it, rather than joining the [redacted] in their purchase, or once they brought the car home.  It is now that the car has been driven and subjected to months of use that they are bringing a list of issues to our attention?We have spoken to the owner of the vehicle, the repair facility, and have pulled all records of this vehicle.  It is not hazardous, dangerous, or unreliable – in our professional opinion.  We would not sell a vehicle knowingly full of problems, and would never put a customer in harm’s way.  Implying otherwise is just simply malicious.  Having responded to each question and probe presented by the [redacted]s, I hope that we can come to a conclusion.  While the offer of trading them out of their vehicle for full cash value has been eradicated, the two very generous offers still stand.  Those again are:1. $1,000 in good faith cash to help with the repairs of the vehicle that were incurred by the [redacted] or2. A service contract covering mechanical issues from Landcar Extended Warranty Company to last until 100,000 miles or, whichever comes first.  Please let us know if these options are agreeable, as we do want to make sure our customers are taken care of and safe, but will not cower to untoward ultimatum’s in order to do so.   Thank you again, and as always, contact me with any further questions or concerns.  [redacted]Customer Relations ManagerArrowhead Honda###-###-####[redacted]

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Description: Auto Dealers - New Cars

Address: 8380 W Bell Rd, Peoria, Arizona, United States, 85382-3702

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