Bell Honda

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,

Response to complaint# [redacted] – [redacted] We are in receipt of the complaint filed by [redacted]dated December 10, 2014.   A search of our Customer Relations database based on thephone number provided by [redacted] on his complaint,...

yielded one record.  That record has been completely deleted fromour system. If [redacted] were to receive any more calls from BellHonda, I would ask that he please notify me immediately so that we candetermine who is making the calls and take the appropriate disciplinaryaction.  I can be reached directly at[redacted] Thank you [redacted]Controller, Bell Honda

Revdex.com complaint #@ [redacted] – [redacted]

We are in receipt of Ms. [redacted]’s complaint dated June 6, 2014.  We have reviewed our files / records and have taken the following action:

I have personally deleted Ms. [redacted]’s information from both of our customer...

contact databases effective June 9, 2014.  Further contact should cease at this point.

If for some reason, contact continues, I would ask that Ms. [redacted] obtain the name of the caller and contact me immediately at [redacted] so that we can take the appropriate disciplinary action against that employee.

We apologize for any inconvenience that this may have caused Ms. [redacted].  Bell Honda takes these matters very seriously and will discipline and/or terminate employees that do not adhere to the “Do Not Call” policies.

Thank You.

Controller

I had a wonderful experience at Bell Honda. My husband was unable to make the 200+ mile drive from our home to Bell Honda. So I was the negotiator for our purchase. Tracy S[redacted] was helpful and could not have done a better job of helping me with this purchase. I was pleasantly surprised that there was no pressure on me from anyone at the dealership. I would recommend Bell Honda and I would buy from them again.

We were referred to Bell Honda by [redacted] (our insurance) for their car buying program. We initially had a great impression of our salesperson. We were suddenly in the market for a new car and were replacing a totaled car and knew the exact car we wanted. We asked specifically for the model/style and color. They did not have that car and "researched" to see if they could get the car from another dealership. We were told that there was only 1 black Elite Odyssey in production and it was headed to Washington state. We then had to settle on our 2nd color choice, which they had but did not have access to the keys that Sunday. We signed all the paperwork without seeing the interior or driving the car and returned on Monday to pick up the car. However, the NEW car would not start and engine was covered in dirt and interior color was not what we wanted. We again asked the salesperson to check the system to see if by chance there was a Black Odyssey available and were told again no. We then settled on our 3rd color choice and were told they would bring it in from another dealership the following day. They did not, and called us Tuesday evening to tell us the car they were bringing in would cost us $700 more because it had a roof rack. Something we did not want on the car, why should we pay extra for that?!?! We told them they would have to let us out of the deal we had signed because we originally signed for another car. We were told he couldn't make that decision and to come in the next day to look at the silver Odyssey. Given technology today, that evening I went online to look at all of the AZ dealerships to see if I could find the Silver Odyssey they were bringing over to see if we would like the roof rack. In 5 minutes, the 2nd dealership I looked at, I found the exact car we were originally asking for...literally at a dealership 15 minutes from Bell Honda. I called up the salesperson and asked about the process to "search" for a car a customer wanted and when I told him I had found a Black Odyssey he said, "Oh it must be sold already and just not off their site." I told him I had already called the dealership and it was there. I told him to stop the transfer of the Silver one and bring the black one over and he told me he would call in the morning. When I told him I would hold while he called immediately and he said what I had already figured out, "We can't trade with that dealership." They had a reputation and this dealership would not work with them. We were lied to multiple times...intentionally so we would not leave and go to another dealership.

I think Bell Honda is awful and would encourage EVERYONE looking for a Honda to STAY CLEAR of this dealership. They are terrible. Our follow up experience with the other dealership was seamless, amazing! Bell Honda lied so they could close the deal, even though they KNEW the car we truly wanted did exist. Let me very clear, this wasn't just 1 salesperson. Over the course of our horrible experience, we were lied to by 3 people on 3 different days. This place is a joke.

March 12, 2014  Complaint # [redacted] – [redacted]  We are in receipt of the complaint filed by [redacted] on February 28, 2014 and have internally investigated the issues that were raised in it.  Although we can understand [redacted] situation in not being able to...

“afford” the vehicle, his account of events is somewhat skewed and not entirely accurate. [redacted] did in fact raise an initial concern about his payments shortly after purchasing his vehicle.  At that time, he was offered the chance to restructure his deal on a new Civic vs. the Accord he purchased.  He refused to do so, not wanting to “give up” the Accord, even though it would have lowered his payment and loan balance.  Given that fact, the transaction remained as it was.  The original lender that he was contracted with then informed us that it would not purchase the loan.  The dealership got approval from a second lender for the deal at the same payment.  [redacted] was notified that he needed to return to the dealership to resign documents due to the lender change.  He did so willingly and did not raise further concern about his payments.  He could have, at that point, returned the vehicle, and not resigned the new loan documents, thus “voiding” the deal.   At this point in time, Bell Honda sees no reason to “void” this transaction from the dealership’s standpoint.  There are several avenues that [redacted] can take to help his situation.  First, the additional products that he purchased (GAP, service contracts, etc.) can be cancelled, and those prorated proceeds will be sent to the lender, decreasing the overall remaining balance of his loan.  His payment amount will not be affected by this.  Second, [redacted] has the ability to bring his vehicle back to us and we can attempt to trade him out of it into a less expensive vehicle and hopefully to payments more in line with what he now desires.   We, again, can certainly understand if [redacted]’s financial situation has changed in some way as to not being able to now afford the vehicle he has purchased.  However the dealership is not at fault for this situation.  As outlined in the paragraph above, we would be happy to try and work with [redacted] in trying to relieve his financial struggles, but we are not obligated to “void” his transaction because of it. If there are any further questions concerning this matter, I can be reached directly at [redacted]. Sincerely, [redacted]Controller

I did speak with Mr Michael R[redacted] yesterday. He was as rude as can be. Said he had called "several" times. When I informed him we had left one message and I called him back and was on hold for 6 min with nobody com[redacted] back on the line his response was "it doesn't matter we are talk[redacted] now". Several witnesses to that comment.
 
That aside Michael told me that I had to make payments before he would get my credit cleared up due to Bell Honda "not pass[redacted] my bank information on". When I talked to Honda after talk[redacted] with Mr. R[redacted] I would have to pay late and penalty fees they have accessed due to Bell Honda's staff not pass[redacted] on my information to them. There is not a chance of me pay[redacted] late fees or penalties.  I was told by a Honda Finance supervisor that if Mr. R[redacted] who supposedly calls Honda 400 times a month, would call and remove to have the fees they would do that, but only Bell Honda can do that.

Response to complaint # [redacted] – [redacted]

  

We are in receipt of the complaint filed by [redacted] regarding the purchase of an alarm with his 2011 [redacted].  We apologize for any delays in having resolution with this...

issue for him, however it is rare that we would ever refund an alarm in the manner described as this is equipment that is “hard added” to the vehicle and activated.  [redacted]

[redacted] makes no claim that the alarm is not working or has in some way become inoperative.  We have attached copies of the paperwork for the vehicle purchase clearing showing the purchase of the alarm, as well as the activation slip for the alarm – both signed by [redacted]

 

Even given these facts, Bell Honda will be issuing a check in the amount of $615 directly to [redacted] to be applied to [redacted] vehicle loan.  In his complaint, [redacted] also mentions additional interest and monies to be paid to the credit union and himself.  These we are not willing to do.  Again, the refunding of an activated alarm is something the dealership will not ordinarily do, because of the type of product that it is vs. “coverage” such as a service contract or the like.  For his inconvenience however, we will be sending a $150 gift card directly to him (via certified mail) at the address listed on his complaint.

We hope that these remedies will satisfy [redacted] and his issues.   If there are any further questions concerning this matter, please do not hesitate to contact me directly at [redacted]

Sincerely,[redacted]Controller

Response to complaint # [redacted] – [redacted] and [redacted]

 

 

We have reviewed the complaint filed by Mr. [redacted] on February 19, 2104 regarding the phone calls being made to solicit business.  We apologize for any inconvenience that this may have caused him.

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We have done both name and phone number searches in both of our customer database management systems and have deleted all records applicable to Mr. and Mrs. [redacted].  Before deleting, the phone logs indicated that there were two calls made to the phone number in 2014 and there were previous calls in mid – 2013.  The no solicitation rules are taken very seriously at our dealership and we would ask Mr. [redacted] if he is contacted again, that he obtain the name of the person calling so that we can take the appropriate disciplinary action.  I can be reached directly at ###-###-####.

 

Thank You.

 

[redacted], Controller

Bell Honda

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.

I went into Bell Honda last week and [redacted] assistant, listened to my concerns as well as reviewed the letter that was provided by [redacted] to the Revdex.com.  She had a mechanic look at my car and concluded that there was no hard install of an alarm on my car.  This was the third time that a mechanic from Bell Honda looked at my car and determined, there was no alarm installed on my car.

I have gone round and round with this issue and Bell Honda still does not take responsibility for their mistake.  The response provided is not acceptable.  I would like a formal apology in writing indicating there was no "hard installed" alarm on my car, their lack of customer service this past year year in trying to get this resolved, and lack of follow up to this complaint.  Why do I have to go through all this for a mistake that was brought to their attention in October of last year?  A $150 gift card to Bell Honda is not acceptable and needs to be reconsidered.

Attached is the cancelation contracts as well as the emails to [redacted] that went unresponded too.

Regards,

Response to complaint ID# [redacted]We have read the complaint filed by Mr. [redacted] and apologize for the delayed response.After receiv[redacted] the complaint on May 13, 2016 our F&I Director contacted Mr. [redacted] on May 17th; reach[redacted] agreeable terms to resolve the issues....

 We are still in the process with America Honda, but believe we will have a successful resolution.  At this point, I do not want to delay the response to the Revdex.com.   If there is any other information needed, please do not hesitate to contact me at ###-###-####.Sincerely,Keeley B[redacted]Controller

Jay was very helpful and took time to get to know what I wanted.

Response to complaint # [redacted] – [redacted]

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We have received Mr. [redacted]’s complaint dated August 18, 2015.  Our General Manager had also spoken to him prior to his complaint being filed as well.

Mr. [redacted] became very upset with our service staff and in our service facility because we would not allow him in our shop area to observe the repairs on his vehicle while they were being done.  We understand that other stores may allow this, or even have large “viewing” type areas where customers can see their vehicles being worked on, however, Bell Honda does not have such a layout.  Additionally, due to our insurance carrier’s restrictions and the safety of our customers, we do not allow any non-employees into our shop area.  This was clearly explained to Mr. [redacted] who simply would not take the information as valid and kept demanding what he wanted. 

We apologize for this matter, but what Mr. [redacted] wanted is simply something Bell Honda could not provide him.  We were happy to do the repairs to his vehicle, which were indeed, a serious recall matter, however we just could not allow him in the shop area.

Again, we hope that Mr. [redacted] can understand our situation in this matter.  We have also received a complaint from the Arizona Attorney General’s office initiated by Mr. [redacted] over the same matter.  We will be responding to that complaint as we have above as well.

If there are any further questions concerning this matter, I would ask that you please contact me directly at [redacted]

Thank you,

[redacted]
Controller, Bell Honda
[redacted]

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

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.

On 4/24/15, I spoke with [redacted] who said he was the Sales Manager at Bell Honda.  He apologized for the “misunderstanding” and stated that he would cancel the warranty as of the date of sale and give me a full refund of the $3,000.  He said the check would be sent to me and that it would be made out to me and that I would owe nothing, I just needed to sign the form that he later emailed to me.  After receiving the form, I immediately signed it per [redacted]’s instructions and emailed it back to him. On 4/27/15, I got confirmation from [redacted] that he received the signed form from me and forwarded it with instructions and that it was “all handled.” On 5/5/15, I received a copy of a check that the warranty company sent to the company my vehicle is no longer financed with in the amount of $2,572.43.  I contacted [redacted] and send him a copy of the check to inform him that the check wasn’t made out to me, the policy wasn’t cancelled as of the date of sale, and the check wasn’t for the $3,000 he promised.  On 5/7/15 I received a response from [redacted] that he was working on it.  He had been in Washington on a fishing trip all week, but that he would get it fixed for me.  He assured me he would get it handled.  He said he would call with an update, but he never called. On 5/13/15, I contacted [redacted] again requesting status of my refund check.  [redacted] said that I should have the check in my mailbox by the following Monday or I was more than welcome to come by Bell Honda and pick it up at the reception desk.  I told him I preferred that he mail the check and I confirmed my mailing address.  He said if I didn’t have it that following Monday, to call. On 5/18/15 I received a check from Bell Honda in the amount of $427.57.  I contacted [redacted] and asked where the rest of the $3,000 refund was.   [redacted] did not contact me after that.  I tried to contact him twice again on 5/27/15.  In Bell Honda’s response to my Revdex.com Complaint, [redacted] was listed as the Controller.  The response said that if there were any further questions, to contact Mr. [redacted] at ###-###-####.  I called and left a voicemail message for Mr. [redacted] on 5/22/15 at 1:28 p.m. and even spoke to someone at Bell Honda that said Mr. [redacted] was in the office that day and that he would either return my call that day or the next day, even though it was a Saturday.  He never called. Today is 6/1/15 I left another voicemail message for Mr. [redacted] at 3:11 p.m. and have yet to hear from him.  I am beyond frustrated with this company.  I understand that mistakes happen but I am disappointed that [redacted] told me my check was ready when he KNEW it was only for $427.57.  He never told me the remaining $2,572.43 would need to be refunded from the company I am no longer financed with because something got screwed up and the warranty company issued the refund check incorrectly.  I still have not received the remaining $2,572.43 and nobody is returning my calls.

Regards,

Michele [redacted]

We have received the complaint from Ms. [redacted] and our General Sales Manager had already been in contact with her to resolve the issues.

 

At this point, Ms. [redacted] has re-signed her new car deal to a monthly payment below what she originally had.  She has also stated that...

she was going to retract all the complaints she had against Bell Honda, including this one.

 

If there are any further questions concerning this issue, I can be contacted directly at ###-###-####.

 

 

Sincerely,

 

[redacted], Controller

Went in to see what Honda could for me to trade in my vehicle and Jay was amazing when I got the paper work done, very helpful and kind. he helped me put some of the stuff I had in my previous car to the new one and the mechanic detailing my car was amazing, very pleased with Honda over the time I have been with them.

After visiting several Honda dealerships I decided on Bell Honda after leaving without purchasing a new Honda civic 2016 . I was really still searching for my perfect car and the person or people that would answer all my questions and give me the extra attention I needed due to the bad experiences at other dealerships . I received an email from Robby Motz General manager early the next morning stating his concern how we did not purchase a Honda while we there on the first visit and that he wanted to demonstrate to me a and outstanding shopping experience and a great deal. My experience with his employees at Bell honda Was that I received a call that morning from Chad fleet manager asked me to come in that morning , Chad put us in contact with Renée Hoolihan Internet sales manager , they helped us with any questions and give us the best deal ,Renée went above and beyond our expectations ! She was amazing down to every detail to make sure that I left happy . I am definitely going to come back to bell Honda I purchased the 2016 Honda civic LX :)

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.

On 4/24/15, I spoke with [redacted] who said he was the Sales Manager at Bell Honda.  He apologized for the “misunderstanding” and stated that he would cancel the warranty as of the date of sale and give me a full refund of the $3,000.  He said the check would be sent to me and that it would be made out to me and that I would owe nothing, I just needed to sign the form that he later emailed to me.  After receiving the form, I immediately signed it per [redacted]’s instructions and emailed it back to him. On 4/27/15, I got confirmation from [redacted] that he received the signed form from me and forwarded it with instructions and that it was “all handled.” On 5/5/15, I received a copy of a check that the warranty company sent to the company my vehicle is no longer financed with in the amount of $2,572.43.  I contacted [redacted] and send him a copy of the check to inform him that the check wasn’t made out to me, the policy wasn’t cancelled as of the date of sale, and the check wasn’t for the $3,000 he promised.  On 5/7/15 I received a response from [redacted] that he was working on it.  He had been in Washington on a fishing trip all week, but that he would get it fixed for me.  He assured me he would get it handled.  He said he would call with an update, but he never called. On 5/13/15, I contacted [redacted] again requesting status of my refund check.  [redacted] said that I should have the check in my mailbox by the following Monday or I was more than welcome to come by Bell Honda and pick it up at the reception desk.  I told him I preferred that he mail the check and I confirmed my mailing address.  He said if I didn’t have it that following Monday, to call. On 5/18/15 I received a check from Bell Honda in the amount of $427.57.  I contacted [redacted] and asked where the rest of the $3,000 refund was.   [redacted] did not contact me after that.  I tried to contact him twice again on 5/27/15.  In Bell Honda’s response to my Revdex.com Complaint, [redacted] was listed as the Controller.  The response said that if there were any further questions, to contact Mr. [redacted] at ###-###-####.  I called and left a voicemail message for Mr. [redacted] on 5/22/15 at 1:28 p.m. and even spoke to someone at Bell Honda that said Mr. [redacted] was in the office that day and that he would either return my call that day or the next day, even though it was a Saturday.  He never called. Today is 6/1/15 I left another voicemail message for Mr. [redacted] at 3:11 p.m. and have yet to hear from him.  I am beyond frustrated with this company.  I understand that mistakes happen but I am disappointed that [redacted] told me my check was ready when he KNEW it was only for $427.57.  He never told me the remaining $2,572.43 would need to be refunded from the company I am no longer financed with because something got screwed up and the warranty company issued the refund check incorrectly.  I still have not received the remaining $2,572.43 and nobody is returning my calls.

Regards,

Michele [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,