Bell Honda

Review: I went in to look at the new honda civics and ended up leaving because I didnt like the deal they were trying to give to me. I walked out and had to ask for my driver lisence 5 times before the sales person finally gave it back to me. He then proceeded to chase me out to my car and knock on my window. I drove away and they called me 4 times that night after I left. Its been 5 days since I have been to the dealership and they have called me 23 times. I have asked them 7 times to not call me anymore. If they proceed to keep calling I will press charges for harrassment.Desired Settlement: Stop calling

Business

Response:

Response to complaint # [redacted] – [redacted]

I apologize for the delay in responding to the complaint referenced above.

On November 1, 2013, I personally removed / deleted the record for Ms. [redacted] from our customer relations software system.

I would ask that if Ms. [redacted] receives any more calls from the dealership, that she please contact me directly with that information so that the appropriate disciplinary steps can be taken against the employee making the calls.

I can be reached directly at ###-###-#### if necessary.

Sincerely,

[redacted], Controller

Review: This is the letter I sent [redacted], service director on 4/20/2015 (2 days after my experience)

I also called him 3 times at different times during the day and was never able to get ahold of him... still to this day have not heard from him.

Hello Mr. [redacted],

My name is [redacted] and wanted to tell you about a bad experience I had this weekend at the service center.

I received a letter indicating my Zaktek coating needed to be replaced. I was hesitant to have the work done because the last few times I had work done at Bell Honda and Bell Honda Collision center, I have had nothing but issues. Since this was part of my warranty, I went ahead and called for an appointment.

I called and spoke with [redacted] who was very friendly and courteous, we set a date for Saturday 4/18 at 7:00am as I work M-F from 7:00am-6:00pm.

On Saturday 4/18 I arrived at the service center around 6:50am, two lanes where opened, the middle lane had people in their vehicles while the right lane (closest to the offices) had a parked car. I went in the middle lane and waited. About 5 minutes later someone came and moved the parked car and people who just arrived started pulling in. No one did anything until at least 7:02 when they started going to the first cars. There were 3 cars ahead of me and a couple behind me, along with the 3-4 that pulled into the right lane (left lane was closed). The tech’s or service advisors started with the middle lane, then went to the right side. My passenger proceeded to get out of the car and let them know that the lane we were in was first. Someone came by, we gave them [redacted]’s name and a few minutes later [redacted] came out.

[redacted] asked what we were there for, advised the Zaktek coating and also mentioned that the door frames were faded and when I looked this up online, Zaktek said it was covered. He said he would look it up. I showed him the website and paperwork indicating that it was covered.

When going to his office he asked if we needed any other service. I said an oil change as that was supposed to be free for life. He looked it up and said the oil changes weren’t on my contract. My mom was with me and said that the free oil change was part of the deal, he told us to speak to a financial officer which they didn’t come in until after 9:00am.

I said don’t worry about it, just the free coating. [redacted] said that this would take 2-3 hours and he would call.

Around 10:30am I received a call but didn’t hear it ring, I saw the missed call and called them back around 11:00am and said that my ride would not be able to bring me back until around noon. The person on the phone said they would provide a shuttle but I didn’t feel it was necessary as I already made arrangements.

I arrived back at the service center around 12:30pm and was told by [redacted] that Zaktek would not cover the door frames as they were plastic and my original warranty through Honda which covered the part had expired. [redacted] said he emailed Honda and asked if they would “grandfather” this part in as I was a loyal Honda customer. I believe he said he would call me on Monday (which I do not have a call or message) but he might have asked me to call him, I was so upset after I saw my car, I don’t remember which he said.

We then walked to my CRV (which is black – the color seemed to be an issue with Brian). After walking around the CRV with [redacted], I noticed a few issues.

1. There were several spots that looked like someone tried to buff something out and left buff marks which seemed to be only on the left side of the CRV.

2. The hatch back had white buffer marks as well as the gas tank cover, looked almost like when it went through the car wash.

[redacted] said that I could set up another appointment to fix the buff marks and said that yes, it looked like buff marks to him but it was “weird” as most of it is done by machine and only certain parts are done by hand. But he said it could be fixed we agreed that I would be back on Saturday 4/25 and he started to walk away when I noticed my driver’s side headlight. The driver’s side headlight was foggy whereas the passenger side is crystal clear. Prior to this appointment, it was not foggy.

I called [redacted] back to look at this and he proceeded to tell me that it was from the sun, I asked why would it only be on one side? Then he bent to the headlight and noticed that the “paint” was different on the bumper and thought that the headlight might have been replaced. I advised him that I was the only owner and the headlight was not replaced (according to my knowledge and documentation). After about 2 minutes of him not understanding that I never replaced this, I asked for a manager.

[redacted] went and got [redacted] Abbot.

When [redacted] came up to my CRV, it felt like he was attacking me, he didn’t give me 2 seconds to show him what was wrong, just said he would not buff my entire CRV for free. I told him I didn’t want this done, just the stuff that was done improperly. He kept bringing up that he worked 7 years in detailing and black vehicles are notorious for not looking correctly. He blamed me for the issues that if I had taken care of my car and had it detailed that it would not look like this. He then proceeded to tell me that my driver’s side headlight was due to the sun, asked where I parked the car, if I was in a prior accident. I told him I normally parked under trees which he then said that he saw several spots where bird poop had “damaged” my car. He said that the headlight might have been replaced when I was in a front accident as they do not paint over the “factory parts” (bumper) or one the times that my car was in Bell Honda Collision – not sure why he looked this up but I have my paperwork and the headlight was NEVER replaced. He really made me feel like I was stupid that I didn’t know right away if my headlight was replaced. I told him I didn’t think it was but his story kept changing why this headlight was foggy, first the sun, now because my headlight was replaced (again, it NEVER was replaced).

My mom came up and asked about the headlight, which he responded was sun damaged and he could show us several cars that were like that (only one side damaged that were all black cars). My mom said she has never seen just one side foggy only both sides but not for a vehicle that is only 5 years old.

We told him that one side looked nice (the right side) and the other looked horrible. He said it was the shade and he could turn around the vehicle right now and it would look nice on the left side. We told him to turn it around. He then said that he would take care of the headlight then show us. Asked how long for this to be fix and [redacted] said 30 minutes. We started to move the other cars (my sisters and moms) when [redacted] left squealing the tires and almost hit my mom’s car!!!!! I do not appreciate the way that he (and others) drove my car, it is not a race car or a race track, it is a service center that should respect clients property.

About 40 minutes later, we came back with my mom and dad. We looked at my CRV and my dad said that they buffed the left side but stopped at the driver’s door and you could see the overspray on the driver’s side front panel (by the wheel). The driver’s side headlight looked like a film was on it and still was foggy, not as foggy but at least 50% worse than the passenger’s side. While waiting for [redacted] to come out (about 10 minutes or so) we noticed the “drivers” for other people’s vehicles that were being worked on driving HORIBLE. We should have taken video but didn’t think about it at the time. One “car parker” floored it to the spot next to where we were standing, abruptly stopped the car (red small 2 door hatchback), you could hear the gears when he put it in reverse and squealed the tires to park it. I thought he was going to hit the side curb. He got out of the car and had earbuds in and you could hear his music through the ear buds.

[redacted] finally came out and the spots we said were bad looked better but we showed him where the buffing stopped and he said it wasn’t buffed it was “wiped” down and those spots came right out. My dad disagreed and he basically blew him off, ignoring him. He had an attitude that he knew everything. He asked how the headlight looked, I told him it looked a little better but still was foggy and now has a film on it. He said the film was the Zaktek and when it wore off it would look better and if he had “more time” – which he said he only needed 30 minutes – that he could have done a better job. We said it still was not right, he said he wasn’t charging us to “fix” this but we could buy a kit for around $7 and do it ourselves.

Anything we said he still blamed the fact that I have not had my car detailed. That will not fix the headlight. My dad got frustrated and said, let’s go and just call the Revdex.com on Monday. As soon as my dad said that, Brian’s attitude changed. He said he was sorry but he can’t think of anything else that could be done. My parents left and [redacted] kept asking me what I wanted done. I had told him several times before that I wanted my car to look like it did before, there were no buff marks and both headlight were crystal clear. At that time I said that the buff marks looked better but the headlight was not how it was before entering the service center and that I hoped no one drove my CRV the way that the person drove it while servicing.

I am still VERY upset about this experience and the way I was treated and the way he took off with my CRV the time he took it back to “fix” it.

I would appreciate a call back or response as to what will be done to resolve these problems.

......around a week later on 4/27 I still had not heard from [redacted] or another manager regarding the letter sent. I decided to call Revdex.com where I got the General Manager, [redacted] Motz's number. I called and left him a message around 11:00am that day. I did not hear anything back until around 4:30 that afternoon. Both my mom and I received a message from [redacted] (Randall) indicating that he would be leaving in 15 minutes and to please call him back. He indicated he was not sure what the issue was, but later in the message he said that he thought [redacted] had "handled" the issue, indicating he would buff out the car and we need to make an appointment. Upon receiving the message, both my mom and I tried to call back but the operator would never let us know which manager was there and so we both left messages for [redacted] again but have yet to receive any returned calls.

I have called bell Honda and left messages multiply times with both [redacted] and [redacted] and still to this day have not heard from them regarding my car.Desired Settlement: I would like my car to be in the same condition it was when I brought it to the shop. The front drivers side headlight cover needs to be replaced and the car needs to be buffed out. The side door frames need to be replaced as I was informed that this was just out of warranty but Ben felt it would be covered because of my "loyalty".

I would like an apology from all the people (tech's service advisers and managers) involved for belittling me, ignoring my family when they asked questions, blamed me for the issues, "pretended" that the issue was resolved, and not returning emails or calls.

Consumer

Response:

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,

Business

Response:

Response to complaint # [redacted] – [redacted] We are in receipt of the complaint referenced above and dated May 6, 2015. As of this point in time, Ms. [redacted] has been contacted and our service department had taken care of all of the issues that were outlined in her complaint. These included; buffing of the vehicle, correction of the headlight lens, and many other items. We believe that Ms. [redacted] is completely happy at this point in time and consider this issue to be closed. If there are any other questions or matters that arise from this complaint, I would ask that Ms. [redacted] contact me directly at [redacted] so that they may be addressed right away. Thank you. [redacted]Controller

I am sorry to say - that the days of the shade tree mechanic are about gone. With the technology of todays cars & trucks upon us we need someone that you can trust with your vehicle's service. Bell Road Honda is the place and Steve E[redacted] is that person in the service dept. This is my opinion, Thank you [redacted]

These guys and girls are great. Thanks for all you did.

Great sales staff, financing was quick and easy, everyone was very easy to work with and helpful.

Although I absolutely love my Honda, I will NEVER purchase another vehicle from this dealership again. They had been calling me weekly, if not more, for over a year to trade in my car with with guarantee of a brand new, same model car with lower interest rate and the same payments. They claimed they NEEDED my almost new, very few miles car for their used-car sales.
When I went in, they did not check my credit, and offered me almost triple my current interest rate and over $1200 in monthly payment-FOR A CAR! They also offered me $4500 less than Kelley Blue Book on my trade in value.
When they did check my credit, they still came back at more than $50 over my current payment.
Needless to say, I walked out without a new car.
The WORST part, isn't actually the bait and switch and fraudulent guarantee. No, that came later, when they proceeded to call me 4 more times over the next 24 hours.
The first time they called (about 2 hours after I left the dealership) to discuss how everything went. I politely told them that we did not make a deal, despite the verbal guarantee of same payment, lower interest rate from both the sales person and the manager I spoke to before going in.
The second time they called (about 4 hours after I had been in the dealership) it was a salesperson asking me if I wanted to come in and try to work a deal to trade in my car for a newer model, again with the guarantee that I could get brand new, same model car with lower interest-at the same payments. This time I asked to speak to the manager. I told this manager NOT to call me anymore, and that I was extremely disappointed that they can't keep accurate enough records to know that they were calling someone that was in that SAME day and left without a car. I told this manager to NEVER call me again, as I would NEVER be buying a car from them again.
It has been about a year since the above incident, and Bell Honda continues to call me, despite my telling them not to call.

Review: I purchase a part from them.They didn't have the part that I needed so instead of asking me if I wanted to wait for them to order the part,they order the parts.Its going to take a week before I get this part.I asked for a refund, and he said that he would give it back, but a 10% restocking fee would be charged. And that is not my fault that they; one did have the part that they are selling, two give the person the option if they want to special order a part and wait that long for a part. I want a full return of my money.Desired Settlement: I want a full return of my money.

Review: Service Warranty misrepresented to cover all service except brakes and tires. A promise made that if it wasn't that way, call to finance dept to fix. No returned messages after 3 attemptsDesired Settlement: The dealership should be held accountable for its dishonest sales tactics and horrible response to my phone calls.

Business

Response:

Response to complaint # [redacted] – [redacted]

We have received Mr. [redacted]’ complaint dated September 18, 2013 regarding his service warranty.

Mr. [redacted]’, was unfortunately, a little vague in his statement. He stated that his warranty was misrepresented for coverage issues, however he failed to say what was not being covered. He also said that he made three attempts to call concerning the matter, but did not say who he tried to reach.

We apologize for any misunderstanding that Mr. [redacted] may have about his warranty and what is or isn’t covered and we would be happy to review that with him at his convenience and try to handle any issue or problem he may have.

I would ask that Mr. [redacted] contact me directly so that I can understand what his issue(s) are more clearly and get a resolution for him. I can be reached at ###-###-####.

Sincerely,

Controller

Review: We bought a new car on Aug. 31 from Bell Honda. The salesperson '[redacted]' and I agreed on the price of $34,950.00 which includes tax and documentation fees which I had to sign the document of agreement. They did not give me a copy. I signed the contract and picked the car up that night. We run our own business and have limited time. Later I read the contract and it was NOT to our agreement. They charged me $35,817.00 including tax and documentation fees. I texted [redacted] on Oct. 2nd and he told me to see [redacted], Customer Relations Director. I went in on Oct. 3rd to talk to [redacted] and she had me talk to the sales manager and he directed me to [redacted], after showing my contract and telling him [redacted] and I came to a price as stated above, said he would refund the difference of $867.00. [redacted] had the signed paper [redacted] and I had agreed on in his hand. I have not received the refund so I called many times and left messages for [redacted] and then texted [redacted] to see if he had heard from [redacted] about when the refund would be completed. [redacted] nor [redacted] never responded. On October 9th I went in again and this time talked to [redacted] and we talked about this problem and receiving no refund. She contacted [redacted] (who is the financial person who wrote the contract) and they talked in a private room. When she came out she said they would refund the $867.00 and it would take 2 weeks to refund. I asked her if I could get a written paper stating that is what they were going to do. She said I am going to have to take her word it would happen. Two weeks later I still had not received the refund so I went back to see [redacted]. I asked her where the refund was since I had not received it. She stated it was still in process. It is November 14 and I still have NOT received my refund!Desired Settlement: That I get my refund of $867.00 as soon as possible.

Business

Response:

We are in receipt of [redacted] complaint dated November 17, 2014. In reading his complaint, we do recognize that [redacted] wanted a refund of $867. On October 8, 2014, check # [redacted] was issued in the amount of $338.77. This check was made payable to Honda Finance, as they are the lienholder on the vehicle.[redacted] may have thought that this money was going directly to him, but because there is a lienholder, we are required to send it to them. I am being told that [redacted] has some struggles with English at times and that is might have been a misunderstanding on his part.Additionally, we had been waiting for the remaining amount of $528.33 to be refunded directly from the product carrier to the lienholder, Honda Finance. Upon investigating this, we discovered that the company still had not processed the cancellation claim. We, therefore, are issuing a check ourselves (to Honda Finance) for this amount on behalf of [redacted].This brings the total refund (sent to Honda Finance) to $867. We apologize for any inconvenience that this may have caused [redacted], however everything has now been handled.If there are any further questions concerning this matter, I can be reached directly at [redacted]Controller

Business

Response:

We are in receipt of this second complaint from [redacted]. His original complaint #[redacted] was completely handled when received on November 21, 2014. At that time, [redacted] asked for a refund of $867 for products he did not want as part of his vehicle purchase, the main one being Paintless Dent Repair protection.We refunded the full amount of $867 he was looking for, $528.23 of which was the prorated cancellation of his PDR protection plus an additional $338.77 just because that was the amount of refund he was requesting and we were attempting to satisfy his request. Both amounts were sent directly to American Honda Finance, the lender for the deal.[redacted]’s new complaint is a complete puzzle for us. He specifically said that he didn’t’ want the extra items, and thus they were cancelled for him and those funds refunded. He brings up other points of his contract regarding his GAP coverage and service contract, which he appears he wants to keep. However, he continues to say his contract should be “voided” because it was “violated”. He also states that he has called me on several occasions. I have received no messages or voicemails from [redacted] at all. Again, as I stated in the response to the first complaint, there may be a language barrier issue involved where [redacted] believes the refund money should go to him versus the lender. We have clearly explained that. Additionally, in this new complaint, [redacted] seems to be wanting us to refund the PDR protection amount again. His “disputed amount” is the PDR refund amount of $528.23 which has already been refunded.We certainly apologize to [redacted] if he feels he did not have a good experience with or at our dealership. Given that, we have done everything he as requested as far as cancelling and refunding items that he does not want. We do not know what else we can do at this point. If there are other products or coverages that [redacted] would like to cancel and have refunded, we can certainly do that for him. His GAP and service contract coverages still remain in full force, however he can choose to cancel them at any time, but again, the proceeds of these cancellations will go directly to the lender and not [redacted]. If there is anything I (we) can do, I would ask that [redacted] please contact me directly at [redacted]. I am happy to try and explain all of his options to him.Sincerely,[redacted]Controller

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.

First I need to reference complaint ID #[redacted] as to the history of this complaint. I did receive $338.77 on 10/8/14 and $528.23 on 11/26/14. I have tried to call [redacted]; Controller at Bell Honda several times and of yet received no response. I could not respond to the reference complaint in 7 days due to the time frame of the last payment received on 11/26/14. This has changed everything and corrupted our whole contract. It has taken up to this week to research the wording used ‘product carrier’ and to actually find out what really happened and the consequences to us. At this point, the contract should be void because of actions taken by Bell Honda. History: On 8/31/14, I bought the car and signed an agreement with the salesperson [redacted] stating what I would agree to pay for the car, doc fees and taxes. From signing our agreement with the salesperson, we then went to the finance department and met with Iron to go over our contract including all our fees, maintenance, taxes and finance charges. When it came to maintenance we, meaning my wife and I, had decided not to acquire a maintenance contract due to our financial limitations. Iron tried to talk us into a contract and we refused. He went out 2 times saying he needed to talk to his manager (we do not know who this is). The first time Iron came back he offered the ‘Ding and Dent policy’ free if we took the Gap and Maintenance contract (4 yrs/48,000 miles). We refused. The second time he came back from talking to his manager he offered us the ‘Ding and Dent and the Alarm Activation policy’ if we took the Gap and Maintenance contract. I asked him if this was free and no charge to us. He told us, ‘Yes’. My wife and I discussed this and decided we would take this option. So we financed the Gap for $750 and the Maintenance Contract for $1979. We went over the rest of the charges, signed the contract and picked the car up as we have 3 children waiting for us. Unfortunately, later we realized the contract was not the amount we had agreed to, stated in the signed agreement with the salesperson. It had $867.00 added to the price of the car. We called several times with no response, then [redacted] told us to call and see [redacted]. As stated previously by [redacted], Customer Relations Director, they would refund the $867. I asked at this time, ‘Will anything change with the contract?’ She replied, ‘Everything will be the same. Bell Honda would refund the difference'. On to the meat of the complaint: On 11/24/14, Bell Honda cancelled our ‘Ding and Dent‘policy with MPP, Mechanical Protection Plan. This company evidently handles our whole maintenance plan. We didn’t realize this was done until a week after the payment of $528.23 was received in our account. Quite honestly, we didn’t understand why it took Bell Honda 2 different payments to refund our money. We called MPP and asked them what we had on our maintenance plan. They then told us Bell Honda had cancelled our Ding and Dent policy. We do not know if they cancelled other items at this time. The $528.23 was the money from the cancelled Ding and Dent policy. To conclude: Bell Honda threw in the Ding and Dent and Alarm Activation policy to get us to take the Gap and Maintenance contract. Then they added it to the price of the car without our knowledge (complaint #[redacted]). Of course, we did not realize what was going on until we researched the problem. As for our contract that we financed, it is now void. We would never have taken the Maintenance contract and Gap without the ‘free’ items mentioned above. So now we have $750+$1979+ finance charges for 5 months (the 31st of this month) plus any taxes that need to be refunded because the contract has been violated. How can Bell Honda get into our established accounts? We did not sign anything to remove this ‘Ding and Dent’ policy or authorize any change to our contract! We are now checking to see if this action by Bell Honda has violated our legal and/or privacy rights. Do we bring the car back and start over? We are finding out answers to all the questions we have, but definitely believe Bell Honda should stand behind their word and agreements. 1) Bell Honda to replace the Ding and Dent Policy and reactivate or refund the Gap and Maintenance Policy including the extra fees associated with these policies as stated above. 2) I want a copy of the agreement signed by me and the salesperson '[redacted]'. This agreement stipulated car price, doc fees and taxes I agreed to pay. For some reason that has never been given to us. 3) If Bell Honda agrees to replace and activate the 'Ding and Dent' policy, we would like a legal document stating that Bell Honda will not be able to access, remove, manipulate anything in our private accounts in the future including the Alarm Activation that is part of our Gap and Maintenance Contract.

Regards,

I had a great experience at Bell Honda. I drove from Tucson to Phoenix to purchase my 2016 Honda Pilot through the Costco Auto Program. I brought my 3 year-old son with me on this trip. My sales representative was Tracy S[redacted]. He is very professional. Tracy is very honest and very accommodating to me and my son. Any parent knows that this is the most important attribute because it shows consideration and compassion. During the test drive, my son fell asleep. After the test drive, Tracy unbuckled the car seat and carried my son, in the car seat, inside so he would not wake up! My son and the car seat together weigh about 60-70 lbs. That was such a compassionate act; he really cares. Tracy got the most endearing looks from his staff and customers as he carried my son inside. In fact, the whole staff at Bell Honda was very nice and they really made sure my son was taken care of. Tracy asked Ashley, the Customer Relations Manager, to bring some videos for my son. She sat with my son and showed him videos on the iPad. Tracy and Dave were very patient and diligent, and provided me with the information I needed to make an informed decision. Iron, the finance advisor, really helped me meet my financial targets in order to purchase the vehicle. The team did whatever was needed to make sure I was happy. Tracy is very down to earth and a straight shooter. He gave me a great deal and I am more than happy, with not only my car, but with Tracy, and his Honda team.

Review: I paid $65.00 for a diagnostic on my Honda Accord. Bell Honda was unable to find the problem 2 times. The second time they tried to charge me for another diagnostic. They do not have a mechanic capable of diagnosing the problem.Desired Settlement: since they wasted my time and lied about knowing what was wrong, a full refund would be acceptable.

Business

Response:

Response to complaint # [redacted] – [redacted]

We are in receipt of the complaint filed by Mr. [redacted] dated December 3, 2013. As per his request, we have agreed to refund his $65 diagnostic fee.

As additional information concerning this matter, our service department has stated that Mr. [redacted] will often bring his vehicle ( a 1999 Honda Accord with 200,000+ miles ) in for “diagnostics”. Given this, he never has the dealership actually perform the work – he takes the info and attempts to make the repairs on his own. If the repair doesn’t work, he returns asking for a “free” diagnostic again because “it didn’t work”.

I would respectfully ask that in the future, if Mr. [redacted] wishes to have his vehicle diagnosed by Bell Honda, that he allow our Honda trained and certified staff to perform the recommended repairs necessary.

We will be sending Mr. [redacted] his check to the address shown on the complaint. If there are any further questions, I can be reached directly at ###-###-####.

Sincerely,

[redacted], Controller

Review: I purchased a vehicle on 09/21/2013 from Bell Honda. After approximately 5 weeks, I was contacted and asked to go back to dealership and sign another contract, which now had unacceptable terms. I was told that my salesman would call me back with a resolution. While I was waiting for Bell Honda to call me back with a resolution, they repossessed the vehicle. I gave them a $1200.00 deposit, how dare they! They then refused to give me back my entire deposit, they took $300.00 for tow charges ! I had to also pay to get my belongings that were in the car, and all were not returned.

To explain further; ... I received a couple of calls (messages were left on my voicemail) from dealership after about 5 weeks. They wanted me to come in and "sign something" . I called and spoke to a [redacted] in finance, he informed me that a new contract needed to be signed. I asked about specifics, he told me the interest rate would now be 9.75%, which is higher by 3%, I told him that is not acceptable, we left the conversation off that my original salesman ( [redacted] ) would contact me. My son called and spoke to [redacted], my son debated the validity of raising the interest rate, that the dealership had the same model and year vehicle on sale for $3000.00 less, and that the new contract terms were not acceptable. [redacted] told my son that his boss, [redacted], would call him back. She did not. I received a voicemail from [redacted] after about 10 days, he apologized for not responding quicker, and he stated that I needed to come in to sign another contract. The dealership is stating that I made 5 appointments with them and that I did not show up. That simply is a lie. I did not make any appointment to go until the specifics were ironed out. I liked the car and would have kept it, however I know that car dealerships and their sales tactics so I was waiting for them to call me with a resolution other then them just telling me to " come in and sign"Desired Settlement: Bell Honda to refund me,

$300.00 tow charges

$ 60.00 tow company charges to pick-up my belongings ( tow company removed my belongings from vehicle)

$ 40.00 Items left in vehicle and/or not returned to me

$400.00 Total refund

Business

Response:

Response to complaint # [redacted] – [redacted]

We are in receipt and have reviewed the complaint from Ms. [redacted] dated November 9, 2013. In her complaint, Ms. [redacted] states several points that are simply not true regarding her transaction.

Employees of Bell Honda’s finance department did try repeatedly to contact Ms. [redacted] about the need to come back into the dealership and sign a revised contract for her vehicle purchase. Ms. [redacted] has a challenging credit history, and although we originally wrote her contract under terms we believed a lender would purchase, we ultimately were told that we had contracted her at too low of an interest rate. This fact was explained to Ms. [redacted], and she was clearly told that she could re-sign for her purchase at the adjusted rate, or could simply return the vehicle. On the times that she was reached, she continued to say that the new terms were unacceptable, however after saying she would come in, she continued to not show up at the dealership. This left us no choice but to reclaim our collateral.

Ms. [redacted] also states that she was charged for the repossession. This fact is completely true. The contract she originally signed clearly states (section 10) that the customer is responsible for all fees and charges if the collateral needs to be recovered. This is also stated on the “Conditional Delivery Agreement”. Both documents were signed by the customer and are attached.

We have verified that the company that does repossessions for us, does in fact charge for the collection, inventorying and storage of all items that are recovered along with the vehicle during the repossession process. This fee charged to Ms. [redacted] in the amount of $60 will be refunded to her via check. She also states that there were missing items in the amount of $40. This would be an issue that she needs to be taken up with the repossession company, Afficient Recovery. This is a bonded, insured and licensed company and I am confident that all items found in the vehicle were completely inventoried and accounted for.

Based on this information, we correctly refunded Ms. [redacted] $900 which was her initial $1200 down payment less the repossession fee of $300. We also chose not to charge her for mileage or other fees that were also within our right per the contract.

We hope that this will clear up all matters related to this complaint. If there are any questions, I can be reached directly at 602.298.2002.

Sincerely,

[redacted], Controller

Business

Response:

2nd Response to complaint # [redacted] – [redacted]

We have received and reviewed the 2nd response by Ms. [redacted] dated November 25, 2013.

As we stated in our initial response, we simply do not agree with the sequence and/or details of the events as described by Ms. [redacted].

Given that fact, it is apparent that we are at an impasse with Ms. [redacted] regarding this issue. However, in effort to appease the customer, we will be refunding her the $300 repossession fee plus the $60 fee charged by Afficient Recovery.

The check will be sent to the address shown on Ms. [redacted]’s Revdex.com complaint via certified mail.

We hope that this effort will close this complaint with the Revdex.com. If there are any questions concerning this matter, please feel free to contact me directly at ###-###-####.

Sincerely,

,

[redacted] Controller

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Bell Honda was a pleasure to work with. I did an internet transaction with them and I knew what I was paying before I even test drove the car. [redacted] was very professional and easy to work with. I didn't feel like I was being pressured or that he was trying to "sell" me on anything. Great buying experience!

I always enjoy coming to the service dept. even before I get out of my car, someone is there to off help. Josh H[redacted] is so helpful. he explained and showed me why the air filter needed to be changed this time. I appreciate that he takes the time to make sure I understand what is needed to keep my car in top condition. I am never pressured to buy anything. my car is ready when Josh says it will be done. he is one of the reason I will buy and bring all my Honda's to Bell Honda

I purchased a used car at Bell Honda. It was a horrible experience in the end. I had the car for a few days and never received a call asking how I liked the car or to even notify me that the original underwriting that I had signed did not go through and that I needed to come in and sign new paper work. I found out that they had an issue with the underwriting because the car had a minor problem and I took it in for service at Bell Honda a week after purchasing the car. They then tried to give me the run around that they could no longer include the GAP insurance in my loan. After sitting there for 30-45 minutes and arguing they were able to include the GAP insurance.
The second issue is that I had not received the plates for the car and the temporary plate had expired. I call the [redacted] to see what the issue might be and they told me that Bell Honda used a third party company for vehicle plates. They also notified me that there was a credit of over $140 that should be issued. I walked into Bell Honda and notified them of what the [redacted] had told me and after them sitting there and asking over and over again you didn't receive them at your mailing address? They stated they would issue new plates and handed me a check at the dealership. A week went by and I finally got my plates and then a few days later received another refund check. I cashed that check as well and then a week later they put a stop payment on that check and bounced my bank acct. Obviously there is very poor communication at this car dealership and they do not know customer service at all. I will never purchase another car from this dealership. I have always had great car buying experiences at other dealerships but this one tops it off as the worst car dealership ever!

I want to thank Bell Honda and in particular my Service Rep, Steve E[redacted], for taking such great care of all my Honda vehicles over the years. Whether I'm preparing for a long trip or just scheduled maintenance, I always feel confident I am in good hands.

I received a coupon in the mail from Bell Honda. It was $6.95 for an oil change, filter, and a 50 point inspection. My car is in great shape, I always keep it well maintained and do an oil change when needed. It just so happens that I was about to change the oil myself but $6.95 for an oil change is a great deal! My dad has had issues with this car deal in the past. I was leery but against my better judgment, I made an appointment and brought my car in for service.
They asked me to wait in the waiting room but I told them I was going to go to the [redacted] across the street so I gave them my cell phone number to call me when they were done. My dad came over and picked me up because he needed to go shopping as well. I received a phone call while in the store and the service guy told me to come back quickly because my car was leaking fluid all over the place.
My dad drove me back to the dealer. We walked into his office and the service clerk brought my dad and I over to my car. It was up on the lift and indeed it was leaking all over… There was a big puddle of power steering fluid on the ground and fresh oil. They shined a flash-light under my car and said that it was a major leak and they needed my approval to work on it which was going to cost me a whole lot. (no estimate was given at the time) My dad was furious. The clerk tried to pressure me and say that I brought it in like this and I needed to get the work done now. My dad called him out on it and said that the sales clerk did it to my vehicle to get money out of me. My dad told the sales clerk that the vehicle has never leaked before and we never had an issue with power steering fluid. My dad was making a scene and raising his voice. The sales clerk told the mechanic to drop the vehicle and get us out of here. They lowered it and drove it around to the vehicle lot. I walked into the sales clerks office to pay for my oil change and to try to talk to the guy. He was saying how shocked he was about what my dad was accusing him of doing. My dad tried to come into the office as well but the sales clerk told him to get out and wait outside. He told my dad he wasn’t allowed inside the building any more. The sales clerk said he didn’t want me to pay anything, he told me to just get into my car and leave.
So I got into my car, drove it home. I checked it all over but couldn’t find anything leaking other than what was spilled on the top of the engine. I drove it to a car wash, sprayed the engine off and drove it back home. So far, no leaks… It has never leaked before and I hope the mechanic didn’t damage it in some way.
I am still in shock over what happened. I will never go back to Bell Honda again.
Later, I received an email from the sales associate. It was labeled as "my report card." It gave a long list of defects the mechanic found while performing my inspection. Some of the "defects" were things I had just replaced myself, such as the tie rod. I know they were 100% lying to try and get me to pay for something I did not need.

Steve E[redacted] at Bell honda has been our service rep for 6 + years. He is always friendly, professional and knowledgeable.He is on top of his Game when it comes to knowing Hondas and his customers. Thanks Steve for everything. [redacted]

Review: On January 8th, I left with my new car under the impression that all the paperwork would finalize and turn out okay. I received a call from financial advising me that I did not provide a legit form of insurance. I gave my insurance card to the sales rep and he kept it. I was informed that my name has to be on the declaration page, if my name is not on it, then I wouldn't get my car financed by the bank [redacted] Credit Union. I was not aware of this or ever explained to by the multiple people who helped me through this process. Now that I needed that, I had to make extra changes to my policy in order to get what they needed 20 days after I left the lot. Not one person who I spoke with took matters in their hands and put the blame on the bank, not taking ownership of the issue. No one apologized about the inconvenience or acknowledge the misleading information and kept passing the bucket. I know Bell Honda is a reliable and trusted dealership but the manner customers are treated is what makes you a great dealership.Desired Settlement: I am requesting that the dealership reimburse the extra money I invested to make these changes possible, falling under their responsibility to inform and direct. The total amount was $90.

Business

Response:

Response to complaint #[redacted]Bell Honda’s F&I Director called Mrs. [redacted] yesterday (February 8, 2016) and listened to her complaint. Mrs. [redacted]’s frustration came from our finance department not specifically explaining the necessary insurance requirements at the time of purchase. We have apologized and agreed to reimburse the $90.00 as good faith. Mrs. [redacted] seemed pleased and stated she has bought vehicles from us in the past and will continue to purchase from us in the future. We believe that since we have apologized for the confusion and agreed to reimburse the $90.00 that Mrs. [redacted]’s complaint has been resolved. If there is any other information needed, please do not hesitate to contact me at ###-###-####.Sincerely,Keeley B[redacted]Controller

Review: Every 2-3 months I get phone calls from Bell Honda telling me that I need to go in to "save money" and they can get me out of my high interest loan. I have asked multiple times to be removed from the list. The most recent call was made by Matthew Oliver. I asked for his manager and he told me he did not have one.Desired Settlement: $10,000 for my troubles. Remove my name and phone number from your list. I will never step foot in your dealership again. You have harrassed me enough

Business

Response:

Response to complaint # [redacted] – [redacted]

We are in receipt of Mr. [redacted] complaint dated December 24, 2013.

Based on the phone number provided by Mr. [redacted] in his complaint, we have searched both of our customer relations systems and deleted the records tied to that phone number in both. The number was listed to an “[redacted]” in both systems.

We apologize for any inconvenience that this may have caused Mr. [redacted]. In reviewing the call records before deletion of the record, it would appear that one individual placed calls to Mr. [redacted] after the “do not call” request had been noted. That employee is no longer employed by Bell Honda.

We hope that this resolution is suitable to Mr. [redacted], and again, apologize for any inconvenience this may have caused.

Sincerely,

[redacted], Controller

Consumer

Response:

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,