Arrowhead Honda

We have successfully commondered a solution to her complaint internally, as we are buying her vehicle at full retail purchase price, and lowering the price on a brand new, 2014 Honda Accord to her liking. 

 

We are in the process of having her Interlocking device...

removed from her current vehicle and installed into her new vehicle.  This is only done by a State officiated garage, so we are just awaiting the car to finish the delivery and paperwork process. 

 

Thank you, and let us know if there is anything further from us that you may require. 

 

Customer Reltaions Manager

Arrowhead Honda

###-###-####

 

I am currently getting an oil consumption test done on my CR-V, I'm having Honda check it and another auto mechanic. Last time it was checked, Honda told me my car was good and no oil needed. Funny, because I took it to the other auto mechanic and they showed me before and after pictures and it clearly had oil added to it. I'm calling Honda today.... Should be interesting. Why lie when the problem with my car is under warranty? Granted it's an extended warranty but still. Are they that lazy?

Review: I was at this dealership and was totally getting scammed with all three of these at same time with out realizing it until after the fact:

Early Lease Payoff

The dealer wants you to trade in your leased car early so he can put you in another one. But there are often fees involved, and these, plus the money you still owe on the old car, are often folded into the monthly payment on the next car. You’re still paying on the old car.

Sign & Drive

Sometimes dealers will hand over the keys to the buyer and then call a few days later saying, “your credit application didn’t go through.” It’s a ploy to force the buyer into a higher-priced loan that’s more profitable for the dealer.

Buy-Lease Switch

BUYING a car means that when you finish making payments on it, you will OWN the vehicle.

LEASING if you want to return the car before the lease period is over, you’ll have to pay a big penalty (an “early-termination fee”) to do that.

Yo -Yo Sale

purchase a car and drive it home. The next day, you receive a call from the dealership, informing you that there is a problem with the financing and that you have to return to the dealership. When you return to the dealership, the salesperson states that you did not qualify for financing, but that they can still process the deal at a higher interest rate (or with a larger down payment).

My contract was not completed and I was refused to be able to see it the next day or get copies of it . When I was refused with that is when I wanted to cancel the deal and start over. The sales guy and manager pulled out all the lies and bullying to keep me from cancelling the deal down to threats of going to court over it. This is the worst customer service I have ever received where they tried using intimidation to keep me in the deal to make a profit and that is dishonest. The whole deal was dishonest in not telling me my pros and cons of breaking my lease early and what fees that would cost and that I would end up paying for two cars in the end costing me more than when I started the process. This is stealing in my opinion.Desired Settlement: None I was able to get my car back and its done, just wanted to share that sales team uses scams to make a deal..

Business

Response:

The car has been returned and the case is closed.

Consumer

Response:

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,

Review: I did not in any way approved the work they did for the amount they charged me, nor did they complete the oil change correctly. I also had to come in a second time as they didn’t fix my recalled doors correctly 2 of them still malfunctioned apparently having the car for 7 hours on a Sunday was not enough time to complete the work correctly. I did attempt to ask Honda to go to another dealership but since Arrowhead submitted the claim I was bound to go back there.

After my visit to have the recalled door locks fixed my rear door would not open. When I took it back to the dealership they advised me that it was just a coincidence that the wire, which is in this in door they had to fix twice but it did not get broken by the technician it was age and they were kind enough to fix that at no cost.

If that wasn't enough the service department emailed all my private information to an incorrect email address of a person that lives in Philadelphia. She was kind enough to call me and forward the email to me.Desired Settlement: A refund of difference between the amount I authorized and the amount that was charged. I would also advise in the future they record the calls of these "advisers"

Review: My CRV Was repaired under the takata airbag recall. Upon picking up my vehicle from the dealership, I noticed that there was damage to the H emblem on the airbag.

I Called and told the dealership about it and they requested pictures. I brought the car in and they took pictures.

After that, they decided to tell me that they would not repair the damage they caused.

I called honda and they spoke with the dealership. And they are still refusing to repair the damage.Desired Settlement: I would like the dealership to step up and repair the damage that was caused by their shoddy work.

Business

Response:

[redacted] Honda and [redacted] Honda are taking care of this for him . We are replacing the emblem free of charge.

people if you buy a used car from arrowhead Honda make sure you don't take it their for any repairs or oil changes they will try to rip you off and tell you that the coupons and warranties are for Hondas only. they don't even take the time to know their none Honda customers. beware. and the service manager is not very kind. she will agree with your issue and do nothing for you. so if I were you don't buy an American made used car from them you'll never get a break. and service is the worst. trust me.

Review: Wed 2/19/14 1:00 pm appointment for general maintenance including oil change

Drove 20 miles before engine starting making a noise

Pulled over and checked oil. No oil.

Called ArrowHead Honda and Corporate Office. ArrowHead Honda had car towed back to the dealership.

Received call from ArrowHead Honda Thurs morning 2/20/14

[redacted] stated they put in oil and engine is up to specs.

Not possible. I have a certified mechanic who will attest that once you drive without oil the engine is ruinedDesired Settlement: Purchsed brand new 2013 Accord LX on 03-09-2013 for $28,285.74. I financed through Honda as well. My loan balance is $16,787. The difference is $11,498 I want the loan canceled and my money back. I don't ever want to deal with them again. I feel like they try to take advantage because I'm a women. I plan to call Corporate back and a lawyer but wanted to start here. Not sure what all my options are. This is so upsetting.

Business

Response:

We have successfully commondered a solution to her complaint internally, as we are buying her vehicle at full retail purchase price, and lowering the price on a brand new, 2014 Honda Accord to her liking.

We are in the process of having her Interlocking device removed from her current vehicle and installed into her new vehicle. This is only done by a State officiated garage, so we are just awaiting the car to finish the delivery and paperwork process.

Thank you, and let us know if there is anything further from us that you may require.

Customer Reltaions Manager

Arrowhead Honda

###-###-####

Consumer

Response:

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.

Business

Response:

To whom it may concern:

We have attempted several proposed methods to amend this situation with Ms. [redacted] - to no avail. Those suggestions were all reasonable and just, given the actions and the condition of her vehicle. These proposals were as follows:

Provide Ms. [redacted] our top of the line, bumper to bumper extended warranty for the life of her vehicle with a zero deductible. This would alleviate any future unforeseen problems that this concern may have caused.

Give equitable and fair trade value to the vehicle in question, and sell her a brand new Honda Accord at a discounted price.

Have other Honda certified mechanics fully examine her vehicle and give their own opinions as to the condition and driveability of her current car, alleviating any doubts that her car is, indeed, mechanically sound.

While willing to work with Ms. [redacted], she continually refutes any assistance we have offered, although what we keep attempting is a seemingly fair conclusion. It seems that the only resolution that is to her satisfaction is the one where we pay off her vehicle, plus give her a cash incentive for her “trouble”, thus allowing her a free and clear car to drive. Our response to this is if the car is in such a reported “dangerous” and “broken” state, why would she want to keep it only if it was paid off? If it is a concern about the mechanical breakdown, our question is that we have offered more than reasonable equivalents to her apprehension. If her fear is paying for a vehicle that is mechanically sound, that isn’t the matter at hand, and is an illogical resolution.

We are now at a standstill in our negotiations, as we feel we have countered with various alternatives while she comes to the table with the same counter offer, one that is unacceptable to us.

While always willing to work and find amicable resolutions to our customers’ issues, we cannot be forced into a decision that is illogical.

We would love to hear a reasonable counter offer to our three very reasonable options. The details, of course, can be worked out and any questions answered before a decision is made, but we are amenable to discussions.

Thank you, and I hope that we can find an ideal solution to this unfortunate incident.

Customer Relations Manager

Arrowhead Honda

Consumer

Response:

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,

I want to clarify that I don't want this car back. That is not an option. This engine will have problems. The warranty doesn't give me comfort. They miss-understood. I wanted the loan cancelled which is with Honda Finance, my $8000 back and they keep the car and sell it to someone else. Since this is not one of their options, I was willing to work on a new car deal but they are not giving me full credit for my down payment.

Review: I Purchased a Honda Fit EX-L from Arrowhead Honda. I wanted this model because it was the only Fit that came with the Navigation and the Satellite radio. I told them I did not want the extended warranty. The finance person said, don't worry I will give this to you. I was told the [redacted] was being added while they detailed it. I asked about an additional key and was told that Honda send this out with a packet later. When I drove home, I saw no satellite radio.. When I showed the contract to my other half, he pointed out that they warranty was there and added into my purchase price. I wanted to get my trade in car back and give the Fit back. Can't do this in AZ. I asked them to take the warranty off and when they did they raised interest from 3.05 to 4.25. I was told I was getting the vehicle at $1150 below the sticker price. I was charged the full sticker price. I also had no owner's manual. I went back after calling the next day speaking to another sales person who said the extra key and manual were there.Desired Settlement: I want the satellite radio and navigation I was promised. I also would like the original interest rate.

Business

Response:

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 recently purchased a used vehicle from Arrowhead Honda in Peoria. When the salesman told me the monthly payments and couldn’t tell me the interest rate. I should have walked away. After a good wait our next stop was the finance or business manager. He took a long time to explain a warranty with two security features. We signed the deal and went home. After looking into the details of the contract I noticed I actually paid for three options. A warranty and two separate security features at a 17% increase over the price of the vehicle. I went back the next day to cancel all the options. I was told it was too late. I told them they could have the car back and they stated that was not an option either. After a heated debate they agreed to drop the two security options but made me keep the warranty. They took off two hundred dollars of the price of the car and added 10,000 miles to the warranty but then increased the interest rate of the whole purchase. The joy and excitement of a new vehicle has been lost. Now when I look at the car it is a constant reminder how we were taken advantage of. It was my fault for not looking at the contract in more detail and of course the business manager didn’t take the time or effort to discuss it. I wish I had looked at the reviews about this company before looking for a vehicle. I would have gone to a different dealership. I do not believe this dealership uses honest and open business practices and do not have any integrity

Review: I have owned Honda automobiles exclusively for the past thirty years. Each of them was driven

for at least ten years and over 100,000 miles. I currently own a 2008 Honda CRV which I

purchased at Arrowhead Honda. I have been a loyal customer in the service department at

Arrowhead Honda for the past nine years.

I recently brought my CRV to Arrowhead Honda for service and discovered a disturbing pattern.

On January 20, 2015 I brought my car to the service department for an oil change. I asked the

service adviser to check a screeching noise emanating from the left side of the dashboard. I

was told it was a belt that was causing the problem. However, the mechanic wrote that he was

"unable to dupli[redacted] the abnormal noise at start up before or after belt replacement." The noise

has continued so it is apparent that was not the problem. I was also told that my brake fluid was

"sludge" and needed to be changed. I only have 50,000 miles on my car so it probably did not

need to be changed. The service advisor did not give me the opportunity to inspect the parts or

the fluid. The service adviser told me that I would not need any further work on the car until my

next oil change.

Why was the belt changed if they were unable to identify the source of the noise?

On March 17, 2015 I brought my car to the service department for replacement of recalled door

locks. I told the service adviser that I needed my car back no later than noon because I had to

drive my out of town guest to the airport. He stated that there would not be a problem. When I

did not hear from him, I called and he informed me that they had not finished my car because of

a "backlog". I again told him I needed my car and he said it would not be a problem. The

service adviser finally called me back at about 2 pm and informed me that they had done a

safety inspection, which I did not authorize, and found some serious safety issues. He told me

these issues were : a power steering pump and hose, a leaking left rear strut, and compliance

bushings. Again, I was not given the opportunity to inspect the parts. I am not knowledgeable

about the mechanics of the car and was fearful about driving the car so I authorized the repairs.

There were no loaner cars available so my guest had to take a shuttle to the airport.

Why was a safety inspection done without my authorization? Why was I told these were safety

issues when they were not?

I met with the service manager whose attitude was that I authorized the repairs so it was my

problem. He told me that they would fix the problem with the noise at no charge ..... 1 already

paid for the repair which did not correct the problemll The repairs that were made were not

safety issues!Desired Settlement: There seems to be a pattern of finding problems whether they exist or not. I felt manipulated

into authorizing unnecessary repairs and am extremely unhappy about the service . The only

fair way to resolve this complaint is to refund my money. The charges are as follows:

* Repairs on 1120/2015 $611.01 *

• Repairs on 3117/2015 $1440.61

* Shuttle Service to the airport $55.00

TOTAL $2106.62

* Does not include the oil change,

Business

Response:

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]

Consumer

Response:

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,

Business

Response:

This letter is in regards to complaint id# [redacted]. Arrowhead Honda has contacted the customer again and the customer has finally agreed to bring the vehicle in for us to look at and fix her problem and no additional costs to her, we have also extended a $500 store credit for future needs and on May 20th she has agreed that this would satisfy this case and make her happy. At this time she has scheduled an appointment for May 27th @ 3:30pm to drop the vehicle off to fix her concern. Sincerely, Chris T[redacted]Service Drive Manager [redacted]

Consumer

Response:

[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,

Review: I am in the process of going through Chapter 7 Bankruptcy which is still open at this time. I did not hear from the lender [redacted] and they stated that they had no record of me in their system. I called the dealership and was told to come in as soon as I can. They got me approved for a lesser payment but a higher down payment. I went to the dealership and they assured me that this would be the last of the problems. I also signed up for a warranty service through the dealership. On 9/10/2014, I called the warranty service record company because I am having problems with my back door and they told me that they have no record of my agreement. I was also promised that I should be getting my license plate and registration which has now expired and still have not gotten anything. I am going to have to take time off from work on Friday to see what needs to be done. I still have not received anything from the lender. I have already given the dealership over $600 towards my down payment and until these issues are resolved I am going to talk to a lawyer and the [redacted]. They also never called the company that I was surrendering the vehicle and was in the process of trying to lift the automatic stay.Desired Settlement: I would like the dealership to be truthful. I was willing to pay the initial down payment but after four weeks of driving the vehicle, not a single phone call from the dealership or lender about vehicle purchase. The call I get is that I have to go back to the dealership and resign paperwork. I went and resigned paperwork and promises were made to me about my down payments (set-up payment schedule), plates and tags and also to take care of my repair issue. I have not gotten a single call or paper from the dealership in regards to what is happening. At this point in time, I would like the dealership to pay the rest of my down payment and never let a situation like this again. I called the dealership to make an appointment for a Saturday to repair my car and was told that I can only come in on Weekdays, which is not possible for me. I will never deal with this dealership again and unless something happens soon, further action against Arrowhead Honda will take place.

Business

Response:

[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.

Review: I purchase a new Honda Crosstour on 7/3/15 and have a problem with the finance person named Walter. While doing the paperwork, we were asked if we wanted the alarm system that was already in the car. We had settled on a price already and a monthly payment prior to any discussion about an alarm. We agreed on the car as it was no one ever said 995.00 would be added at the time of closing the deal. Why would we negotiate a price with an alarm system and then have it removed and pay the same price as it was when the alarm system was already in the car? I was told the alarm system was 995.00. I asked [redacted] if we do not have the alarm what would that do to the monthly payment. He stated it would drop about 15 dollars per month. We elected to NOT have the alarm and it was removed from the vehicle. All paperwork was signed. Upon closer inspection, I noticed the amount was not adjusted on the paperwork. There was a 995.00 dollar charge on the paperwork. I called and spoke to [redacted] and was given a run around story as to why the payment was not adjusted due to the removal of the alarm. This area was skipped when going over the paperwork by Walter. He was very unprofessional on the phone and it appears as though we were taken advantage of. Even if as stated the 995.00 dollar charge is something other than the alarm WE HAD IT REMOVED and the price did not get adjusted. This was after agreeing to total price and a monthly payment ON THE CAR WITH THE ALARM. This is impossible to explain.Desired Settlement: Either adjust the contract as stated would be done or give us back in full the amount of the alarm system and interest cost over the duration of the loan.

Business

Response:

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.

Business

Response:

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.

Consumer

Response:

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,

Consumer

Response:

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,

Review: On April 26, 2014, I purchased a 2004 Honda Pilot from Arrowhead Honda for 12,900. I paid $1,300.00 as a down payment. The vehicle had low mileage and I was told it only had one owner. On June 10, 2014, my engine light went on and I called a Honda dealership and asked what that meant. I was told to check my gas cap and that the light would go way in three days, it did not go off. I set an appointment for June 14, 2014, with Arrowhead Service Department. I was told by [redacted] the technician that my transmission was bad and that it would cost me $5,500.00 to fix it. I said “are you kidding me I do not have that kind of money”. I have only had the vehicle about 45 days, I had made my first payment, and still had yet to receive my license plates. [redacted] went and spoke to his manager who spoke to another manager; he came with the offer of $4,900.00 to fix the transmission. I also ran into [redacted] the saleman, I explained my problem he could not help me. The following week I had called a few other Honda dealerships and went to get some second opinions I was advised that I should take the car back and have it fixed or ask to trade it back.

I went back on June 21, 2014 to speak to someone about to my problem, I spoke to a Mr. [redacted] he could not help me, but give me a number for the General Manager [redacted]. I tried calling Mr. [redacted] and was passed around, I tried calling again later I was left on hold for 15 minutes. I expected better from a reputable Dealership. I was getting nowhere I needed a working car. I finally decided to get it fixed at an [redacted]. I had to pay $2,796.37 plus 4 days of car rentals $250.31 for a total of $3,046.68 just to work.Desired Settlement: The vehicle purchase price was $12,900.00; the vehicle should not have needed any major repairs 45 days later. I want to either be refunded the total amount of my expenses or have the amount taken off the loan amount. Clearly this vehicle was not worth the $12,900.00 plus repairs I am in debt for now.

Business

Response:

To whom it may concern: regarding [redacted] ID# [redacted]

In reading Ms. [redacted]’s complaint, I investigated this vehicle identification number internally to see if this was a prior service or sales customer of ours at Arrowhead Honda. As I searched, I pulled all records from the date of inception on 04/17/2004. Since that date, most (if not all) services have been performed here on this vehicle. We have all repair orders on file and can produce them upon request.

When we take in a vehicle on trade, we do a full inspection (see itemized sheet attached), wherein our most meticulous mechanic was noted to have scrutinized. Although this was a 10 year old vehicle, the mileage at time of sale was 78,000, a very low amount considering the age. When this vehicle was put into our inventory, it was in perfect mechanical working order having passed all intense inspections. We make sure all of our vehicles on our lot are above average condition, or will wholesale them to the many vendors we have searching our lots for trades. This trade, however, we felt was an excellent addition, as we had serviced it for the life of the vehicle. These are exemplary trades because of that history we can refer to as a point of reference.

While we cannot guarantee perfection with any automobile we sell, we do work alongside our service department if issues do arise within a reasonable amount of time after the sale, especially if the car is significantly out of warranty – which can also mean it is unavailable for an extended warranty protection coverage policy.

We are usually very understanding and considerate when it comes to our guests and their concerns and would have most definitely would have greatly discounted the parts and labor costs had she chose to have the repair done here at our facility. We would have definitely offered her a rental car (which we would have absorbed the cost, which is $40 a day), plus flat rates for her labor and the parts would have been sold at our lowest available cost. Our service director and service advisor were obviously not privy to the happenings with the details of the sales of the vehicle, as they are two different departments but most definitely should have been more in contact with the manager who was in charge.

That being said, we are very sorry that such a major mechanical problem happened just a short while after purchase. Like stated above, we cannot guarantee the future of our vehicles once they leave our lot, but do want to accommodate our guests as best we can. While we would have been able to surpass the savings that Ms. [redacted] received at [redacted], what we can do now is help her with any further expenses she may incur.

Our General Manager, [redacted], would like to offer $1000 in service credits here at Arrowhead Honda to promote the life of her vehicle, plus instill the confidence back into our store that she has inevitably lost during this process.

Being the Customer Relations Manager, I can say that this is the first I am hearing about any unhappiness with this particular customer, and I personally get involved with 99% of the concerns happening here both in service and on our sales floor. It is unfortunate that this did not find its way to my desk before she took it to another vendor for repairs, but with that being said, we do want to help her as a good will gesture towards her future maintenance and care. I hope that Ms. [redacted] feels that this is a palpable showing of our reliance in both our service department as well as the products we sell, and of the vehicles we endorse as dependable and mechanically sound when we sell them to our customers.

Please let us know if we can extend this offer to Ms. [redacted], as we do want her to feel contented and safe, not only in her vehicle but in being our continued patron here where we can help her considerably.

Thank you for your assistance in this matter, and if there are any other questions, please do not hesitate to contact me.

Customer Relations Manager

Arrowhead Honda

Consumer

Response:

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.

To whom it may concern: regarding [redacted] ID# [redacted]

I have reviewed the itemized sheets attached on the history of this vehicle, I only see two other Repair Orders besides mine on June 14, 2014. If I am reading these correctly I noticed a few things 1) that this vehicle had been sold and the inspection before delivery on 4-23-2014 had been expedited. 2) I also noticed that in section B the vehicle was only visually inspected and transmission fluids were checked. 3) I noticed that the focus of the inspection was more on the VTM Light and an engine tapping noise. I am not sure what you mean by “having passed all intense inspections.” As the above inspections mentioned:, an Oil Change, Emission Inspection and Resurfaced Front Brakes Rotors were all that was performed. Could it be possible that something was missed?

When I went in to Arrowhead Honda I thought I made myself clear I was looking for a reliable vehicle to work. I did not expect perfection but I did expect to purchase a vehicle that would run longer than 45 days before a major repair. Since the vehicle was 10 years old and extended warranty protection coverage policy was unavailable then maybe that should have been reflected in the sales price as well. Kelly blue book would have priced for a lot less and that is what I have already lost.

As for managers at least two knew of my problem, according to [redacted] his manager spoke to another Manager. The best offer they could give me was $4900.00 and no rental. As to who the Managers were that made the offer I do not know. Then after speaking to [redacted] and [redacted] I was told that because of the age of the vehicle they could not help me. They never mention that I could have contacted the Customer Relations Manager with my problem. Had I known you existed I would have contacted you to let you know of my situation and saved myself a lot of frustration. so much stress

This is why I finally went to [redacted] to get the problem fixed I needed a working vehicle. I had to scramble to borrow money just to get rentals and to pay for parts and labor of the repairs. Because of all of this I now not only owe money I borrowed but I also owe two more loans that I did not need and cannot afford.

As for the General Manger [redacted] Thorn’s offer of $1000 in service credits is good, but does not help me right now. I would rather be reimbursed for what I have just spent $3,046.68 to have a working vehicle. Most of the vehicles I have purchased were used vehicles from other dealerships and I have never had any major repairs in such a short period of time. So far my experience with Arrowhead Honda has been such a stressful time for me that I am wondering if it is worth it.

Thank you for your time and assistance in conveying my response to Arrowhead Honda.

I took my honda Odyssey van to Arrowhead service department because an engine light was on and the van was idling rough. Arrowhead Honda service department told me that I needed two new catalytic converters and a new EGR valve for a total of $1800. I told them I didn't have that kind of money and I would just drive the van as is. I paid them $130 for a diagnostics fee and picked the van up. I took the van to [redacted] because I had a good experience with them before. They immediately found a hose unplugged and the light went out and the van ran fine after that. They said any auto mechanic should have spotted it right away. They didn't charge me anything for this service. Needless to say, I tell everyone to go to [redacted] and stay away from Arrowhead Honda.

Review: On 1 November 2014, when I left my Honda Civic for a scheduled repair appointment, I gave [redacted], the Service Advisor, a hard copy of Arrowhead’s “Wild Card Savings” coupon downloaded from the website, and asked him to apply the coupon toward my invoice total.

Unfortunately, the repairs took longer than expected, since Arrowhead needed to order parts from California. Late Tuesday, 4 November, when I picked up the car, Mr. [redacted] assured me that all applicable discounts were reflected on the invoice. But the receipt shows no reduction to reflect the “Wild Card Savings” coupon.

This coupon extends a discount of $150 for repairs totaling $1,000 or more. I initially submitted the coupon on 1 November, before the 4 November coupon expiration date, fully expecting the repairs to be done on that day. Therefore, I believe I qualify for a $150 discount, since my invoice totaled $1,266,41.

I’ve written previously to [redacted], Service Director, and [redacted], Service Advisor, with no reply thus far. On 6 December 2014, I also wrote to [redacted], Arrowhead's Customer Relations Manager.Desired Settlement: I request a $150 refund, per terms of the "Wild Card Savings" coupon I submitted during my original service appointment on Saturday, 1 November 2014.

Business

Response:

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

Dealership states that it MUST install Rockledge security System in your car, which costs about $1,600 per vehicle. They charged me for this (Hidden Cost) for two cars I purchased at the same time, BEFORE they even had these security systems installed. They didnt even let me deny to have these installed. I'm sure they collect a decent amount of money for selling these security systems to customers. They also said that the security system would give me an auto insurance discount, which was also not true. State farm doesn't even know what these systems are.

Also, we agreed on a sale price for each vehicle and the dealer fudged the numbers in their favor and sold them to me at a higher price.

Dealer also lied stating that Arizona Motor Vehicle Department would forward my plates to my new address if I moved...That was not true and now my temporary license plates are expired and I am now in a bad situation.

Currently I cannot get a hold of the dealer for my vehicle lien holder information and I am now currently late on my payments.

Please listen to the other negative reviews. They have a 16/30 review on GOGGLE for a reason, that is almost 50% satisfaction, a one out of two chance that you will not be happy with this dealership.

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.

Review: I walked into arrowhead honda with a pre approval for 18000.00 from [redacted]. which arrowhead honda ignored saying I should use [redacted] instead. I did. when I contacted [redacted] and told them that, they reinstated my loan since I had not closed it. and contacted [redacted] requesting a payoff amount so that [redacted] could take over the loan. [redacted] accepted the payoff amount from [redacted] of 16412.85 back in july, I believe 7/10/14.

NOW on about september 5 2014 [redacted] is saying I owe them another 4201.00? I have since tried to cancel the warranty and gap coverage to save an additional 2500.00 since I now have to get an additional loan for the additional amount. how can this happen?

I came in pre approved. they changed and over-sold unnecessarily. I have not gotten anything from [redacted] at all, not an account number or a monthly payment or any documents during this time. the original payoff amount was provided by [redacted] to [redacted] and if the p/o was wrong wouldn't it have been rejected? the car wasn't even fullDesired Settlement: cancel the warranty and gap insurance in full and i'll try to get the balance of 2000.00 from my bank- [redacted]

Business

Response:

In receiving Ms. [redacted]’s complaint, I spoke to my Finance Director to gather information to properly address this issue. She explained that she has spoken to the [redacted]’s in the days prior to receiving this notice, and felt that we had adequately addressed their concerns. That being said, we want to make sure that this concern gets tended to properly and will follow through with whatever assistance that involves us. To our knowledge, this customer’s concern is primarily with the banking institutions involved. The situation was explained to me in this way:

The [redacted]’s came into our dealership with a pre-approval from [redacted] in the amount of $18,000. The vehicle and additional warranties and insurances brought their total up to $20,228.89, a difference of $2228.89. When that was explained to the customers, they accepted that another financial institution is a more viable option, since the amount from [redacted] was significantly less. We are a business that tries to find the most suitable loan at the myriad of lenders who we work with, so this didn’t seem out of the ordinary for us.

When the customer decided they wanted [redacted] to service their loan, they approached them on their own to initiate a refinance. [redacted] then called [redacted] for a payoff and a check was sent. Why the amount was less than the payoff is unknown to Arrowhead Honda as we were only involved in the funding of the original loan with [redacted]. This is clearly a concern now between banks, not with Arrowhead Honda.

The customer has requested to cancel the GAP and Warranty coverages purchased and we have advised them of the procedure. It was explained to them that any refunds will be sent directly to [redacted] as a principal payment unless they can show the loan balance has been paid in full. The other option is for them to wait until the loan has been paid and have the refunds sent directly to them- either way, we are happy to help. The customer is also aware that in order to initiate the cancellation, they are required to sign a request form, Federal Odometer Statement and provide us with either proof the account is paid or a loan number. To date, Ms. [redacted] has not been to the dealership to begin the cancellation process.

However else we can assist these guests we are more than happy to do, and will be available for whatever further questions they may have.

Consumer

Response:

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!

Review: I initially went to Arrowhead Honda because I received a letter stating they wanted to trade in my 2007 Honda Odyssey. When I arrived, I was informed they could not take it as a trade in due to bankruptcy issues. They offered to sell me a 2013 Hyundai Accent; include repairs, tune-up, and full detail on the 2007 Honda Odyssey which would be completed "at cost"; and they would add the ~$1500 "at cost" repair bill to the new auto loan. The repairs consisted of: diagnosing and repairing the disappearing oil that smelled like gasoline, the rattling AC compressor that they have repeatedly "fixed" in the past, the rough engine idle, and the whining noise when braking while turning at low speed (which they supposedly fixed last year). Unfortunately, I agreed to this and put $2000 down on the 2013 Hyundai Accent.

I did, however, point out on the contract an item that stated "100,000 mile service" before I signed and was informed "this includes everything you and the Sales Manager [[redacted]] agreed to". When I asked for the list of repairs to be in the contract, I was informed that it would take a while to get the exact repair prices and generate the new contract. I was then assured that I would receive all repairs the sales manager and I had agreed upon. Which has not happened yet.

It has been over a month since I purchased the 2013 Hyundai Accent and up until Thursday May 1st, I would call Arrowhead Honda and get transferred around until I finally gave up. During these "transfer sessions" the people I spoke with could not give me any answers concerning the promised repairs. Finally, Thursday May 1st, a service representative from Arrowhead Honda called me concerning 2 safety recalls on the 2007 Honda Odyssey. Since I finally had someone on the phone that could possibly assist with the repair issues I was having, I explained the situation and urged her to contact her manager concerning the issue. The service manager, [redacted], called me back Monday May 5th and informed me he did not understand what "100,000 mile service" meant. I told him what was promised by the sales manager ([redacted]) and he said he would have to investigate further.

Today I was informed that they would only be covering a tune-up and full detail, not the repairs that were promised by the sales manager. What happened to the ~$1500 that was added to my auto loan? The tune-up and full detail "at cost" cannot be more than $500. I was informed the "tune-up" consists of spark plugs, timing belt, brake flush, and transmission flush.

Now I have a minivan that does not run properly and a new $350 month auto loan.Desired Settlement: I want what I was promised (The tune-up, full detail, and repairs) or the ~$1500 refunded.

Business

Response:

To whom it may concern:

In response to the complaint from Mr. [redacted] regarding his 2007 Odyssey, we are working with him to assure that all promises made are kept, having pulled all pertinent information and all negotiations from his paperwork.

The understanding, according to all paperwork we have, is that a 100,000 mile service is to be completed, along with a 115 point inspection. With that inspection, money has been set aside to allow for the repair on what is found, which Mr. [redacted] agreed to. When attempting to get the Odyssey in for this checkup and repair, Mr. [redacted] was upset because the information on the printed paperwork that gets handed to the Service Advisor, [redacted], did not have all of the individualized inspection specifications on it – so there was confusion when setting the appointment.

We have tried explaining to Mr. [redacted] our error, and have also tried to get an appointment with him to come in – to no avail. We understand that he is upset and feels there was a sense of deliberate omission, but it was a simple paperwork “communication” issue that we hope we can mend.

We are more than ready to assess the Odyssey, using every penny of the monies set aside to get the van in the best condition possible. I have already spoken with our Service Director, who has even agreed to employee pricing on all parts used, so as to further the funds that are to be utilized. We hope Mr. [redacted] accepts our apologies and calls to make an appointment with us at his earliest convenience.

If you have any more questions or concerns, please call me directly at ###-###-####.

Thank you,

Customer Relations Manager

Arrowhead Honda

Review: I went in jut for an oil change and tire rotation. They decided to look over my whole car and told me I needed to reseal my water pump and that it was leaking, my battery was bad and needed replacing, that the control arm bushins needed to be replaced and were leaking, an alignment, and to replace the intermediate shaft bearing. I had NO leaking in my garage and always keep my car maintained by Honda, previously [redacted]. They also said my transmission was leaking. I am an elderly female on disability and have never been to this Honda and know that they were dishonest and took advantage of me. I have a rebuilt transmission in this car and a new battery was put in April of 2014. I was never given an written estimate of needed repairs. The service person said it was dangerous to drive my car and pushed me to leave it there. I did so. When I got home I called and told him I did not get a written estimate. He said he would email it to me. He did Not. The next day I called again and he mailed me a generic estimate. When I got the car back, they did not even replace my warrantied "bad battery" although he copied my paperwork, so that they could get reimbursed for it through Honda. So I had to go back and have it replaced. I am not sure at this point if they actually put in a new battery. There appears to be corrosion around the cells. I am going to have to go elsewhere to check this out. I did go to [redacted] to check this supposed transmission leak. I do not have a transmission leak, but the main seal to the motor is leaking. Honda misdiagnosed my car and did not tell me about this leak. It is not on my paperwork either. If they would have told me this, I may not have had all this other work that they said I needed done. The total cost was almost $1,300.00. They were dishonest from the start and I believe they upsold me on this work. They said I had a transmission leak and I do not. But they did not tell me my motor was leaking oil. This is because they do not do transmission work and could not make money for it. So they did work that I don't believe was necessary and had me drive away with my engine leaking oil from the main seal, and did not replace my batteryDesired Settlement: They need to refund the total amount they charged me; $1247.45. If they told me my engine was leaking oil from the main seal (which was obvious when [redacted] lifted the car), I could have made the choice of whether it was worth doing all this other work they said I needed. Their total dishonestly leaves me to believe this work was not needed and if they told me about the engine leak I may have chosen to not do the work.

Business

Response:

The Service Director, [redacted], has been in personal contact with this customer, having had her come back in to show her exactly what the technician working on her vehicle had found – that her transmission was, in fact, leaking – and she witnessed the leak herself. Since this discovery, she has decided to have her transmission repaired here, upon the discovery as to exactly what needs to be repaired. We have agreed to repair the shift shaft seal (a $300+ value) at no charge as a courtesy for the trouble she experienced during this process. Our exclusive Honda Representative has taken all information into consideration and is deciding on how much participation that Honda Motor Company will give towards this repair and towards the parts replaced, and Mr. [redacted] has left the remaining amount left to be the percentage paid by the customer to be decided by her. He believes this is the very best way to ensure that her faith in our repairs and our continued relationship will thrive. We hope that this has cleared all miscommunications and misconceptions about this matter, and we are pleased to have the opportunity to help this guest retain a very safe and reliable mode of transportation for years to come. If you have any further questions, please feel free to contact me at the below address.