Bell Honda

I was very happy with my experiences with Bell Honda.Tracy was terrific and Joey was great too Thanks for a great experience Peter Marrs

Response to complaint #11090331 Mrs. S[redacted] and daughter Miss [redacted] placed a stop payment on the $7,000.00 in which at that time voided the terms agreed in the contract with Bell Honda.  Mrs. [redacted] returned the vehicle and Bell Honda unwound the...

transaction. Since, the contract has been voided and we never received Mrs. [redacted] $7,000.00 down payment we believe that Mrs. S[redacted] complaint has now been resolved. If there is any other information needed, please do not hesitate to contact me at [redacted]Sincerely,Keeley B[redacted]Controller

My experience was great. Tracy s[redacted] was very polite and courteous. He made buying my car a quick and enjoyable experience. A++ on customer service.

Response to complaint # [redacted] – [redacted]

 

We have received the complaint by Ms. [redacted] dated  February 10, 2014 and have reviewed her issues. 

 

We have been in regular communication with Ms. [redacted] since the date of her incident.  We...

acknowledged that is was completely the dealership’s fault for the damage/accident that occurred.  At this point in time, her vehicle has been completely repaired and delivered back to her.  I have spoken to, and worked with, Ms. [redacted] personally about coming to resolution as far as additional “compensation” for the damage done to her car and have also discussed taking the vehicle back in on trade and putting her into a new vehicle at the same payment/deal structure as her original vehicle.  We have been working with [redacted] Finance to have this “pre-approved” for Ms. [redacted].  As I explained to her, the terms and structure of the deal for [redacted] Finance would be outside the norm (without have down payment funds, etc. – which we don’t want her to incur).  Ms. [redacted] and I have agreed that either this resolution or a monetary “settlement” would and could be reached within the next week or so.

 

We believe that either of the two options are an appropriate resolution to the issue for Ms. [redacted].  We will continue toward resolution with [redacted] and keep Ms. [redacted] notified when we have a final confirmation of the new vehicle option so that she can then make her decision.

 

If there are any further questions, I can be reached directly at ###-###-####.

 

Sincerely,

 

[redacted], Controller

Bell Honda

Response to complaint # [redacted] – [redacted]. ([redacted])  We are in receipt of the above complaint.  In searching both of our customer databases, the customer’s last name was obtained (via the phone number listed on the complaint).  We have deleted Mr. [redacted] from both...

of our databases. We apologize for any inconvenience this may have caused.  Bell Honda adheres to and takes the “do not call” policy seriously and takes the appropriate action against those employees who do not follow the guidelines and processes we have established.   I would ask Mr. [redacted] if he were to receive any further calls, to please get the name of the caller and call me directly with that information so that disciplinary action can be taken as needed.  I can be reached at ###-###-####. Sincerely, [redacted]Controller

We were very pleased with the service we received at Bell Honda. Jay was very knowledgable about the vehicle we were looking at and really wanted us to get the best information possible so that we could make the best decision for our vehicle needs.

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,

Great experience!

[redacted]    We are in receipt of the complaint filed by [redacted] onFebruary 12, 2105 and have researched the matter fully. Our General Sales Manager has reached out...

to [redacted]directly in regards to his complaint and we have resolved his issues.  The two main ones being his service contractand the value of his trade.  We haveagreed to redo the contract for [redacted]’ vehicle purchase and exclude theservice contract.  Additionally, it wasexplained to [redacted] how the value of his car was arrived at.  He was also shown that his trade would noteven be able to be “retailed” by our dealership because so many repairs wouldbe necessary to bring it up to saleable standards. It is our understanding that [redacted] is completelyagreeable with the outcomes and resolutions that we provided him.  If there are any further questions concerningthis matter, I can be reached directly at [redacted]  Sincerely, [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 conside[redacted] the options offered to me by Bell Honda.  I received the cancellation form from the company by email and have signed the form and emailed it back on April 24, 2015.  I requested a confirmation that my signed form was received, but have not received confirmation.  I have attached the signed form to this letter.  It is my understanding that I will be receiving 100% of the cost of the warranty which is $3,000 and that I will owe nothing additional to Bell Honda and/or its affiliates, warranty company, etc.  I will wait  for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

yes, after I opened the complaint Bell Honda Representative was nice enough to call me and discussed the issue. But until I get my money back how can we close the complain? The total amount I should get back is $219.78.
I would love to close the issue after I get the money back

Response to complaint ID# [redacted] -Second ResponseWe have contacted Smart Note and they informed us that Mr. [redacted] needs to call [redacted] and speak to a representative. They will need information that we cannot provide  to them regarding his banking information for the ACH into his account.  Once

he speaks to them, we were informed he should receive his refund  within  48 hours.  If Mr.[redacted] does not call into Smart Note, we were informed

that on August 1, 2016 they would issue a check and mail to Mr. [redacted].  At this time, we have done everything we can to facilitate the refund.If there is any other information needed, please do not hesitate to contact me at [redacted].

Response to complaint # [redacted] – [redacted]

We are in receipt of Ms. [redacted]’s complaint dated May 6, 2014.  We apologize for the issues she had with the repairs done to her vehicle and any misunderstandings that might have occurred as to what type of parts were...

being used initially.

Our service advisor, [redacted], will be contacting Ms. [redacted] today, May 8th to schedule a time for her repair.  All genuine factory Acura parts will be used in lieu of any third party or aftermarket brands.

We hope that this will completely satisfy Ms. [redacted] as to the service repairs to her 2004 Acura MDX.

If there are any further questions regarding this matter, I can be reached directly at ###-###-####.

 

Sincerely,[redacted]

Controller

Second Response to complaint ID# [redacted]We have read the complaint filed by Mr. [redacted] and apologize for the delayed response.After receiv[redacted] the unsatisfactory response from Mr. [redacted], our F&I Assistant Director contacted Mr. [redacted] to assist him with his concerns and resolve the issues.  American Honda has updated Mr. [redacted]’s account to current, remov[redacted] the late charges, and is in the process of updat[redacted] his credit report.  We believe we at this point we have assisted Mr. [redacted] with everyth[redacted] that can be done on our end and we apologize for any inconvenience this may have caused him.If there is any other information needed, please do not hesitate to contact me at ###-###-####.Sincerely,Keeley B[redacted]Controller

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

Thank You Bell Honda for your great service and helping us bring this new addition our home. Thanks bringing the vehicle and paperwork home to my pregnant wife as well as pizza for the kids. Awesome! We will love our new 2016 Odyssey for years to come.

2nd Response to Complaint # [redacted]

 

  We have reviewed the second response made by [redacted] regarding his complaint posted on March 18, 2014.  It is clear that [redacted] remains unhappy with his vehicle purchase and Bell Honda.  However, as was stated in our initial response, the dealership was not involved in any wrong doing nor was any part of the transaction done improperly. Again, as we outlined in our first response, [redacted] does have two avenues to help relieve his financial burden.  First, he may cancel the additional products he purchased such as GAP protection and his service contract.  The proceeds from these products would be prorated and then sent to the lienholder/lender, thus lowering his overall outstanding balance due.  [redacted]’s monthly payment amount would not change, however.  Second, [redacted] can bring his vehicle back into us and trade it in on a vehicle of a lesser amount, thus lowering his payment.  We would be happy to accommodate him with either option. As we stated, we can sympathize with [redacted]’s situation, however the dealership is not at fault in any way in regards to this transaction. If there are any further questions, I can be reached directly at [redacted]

  Sincerely,  [redacted]Controller

Response to compliant # [redacted]
Ms. [redacted] doesn’t have any service history with us and asked us to do an oil change and rotate. We rotated the tires using our key lock set and upon draining the oil the tech noticed the drain plug was cross threaded and striped out. Our service...

advisor contacted the customer and advised her of the repair after the oil was drained and that’s when the customer wanted to pull the car. Ms. [redacted] was advised that since we drained the oil and the existing plug will not hold properly she would either need to repair it or tow it out so no additional damage would occur. She opted to have it towed and when the tow truck arrived, the tow truck driver asked the tech to put oil in it to just get it on the truck. They put the drain plug back in and topped off with oil to drive it 10 feet onto the truck. The customer was not charged anything and the vehicle was released. The customer called a few days later and said that she had a horrible experience with us and will never come back, due to us trying to rip her off after we striped her drain plug, and to top it off we took her wheel locks.  My Assistant Service Manager advised her that we use our own wheel locks, unless its aftermarket. He asked her to bring the vehicle in so he could try to match the lock to help her out and she said that’s not an option; since the vehicle was at her mechanics shop up on the lift. He stated that they should be able to get the locks off and then she can bring it here and we could look at it.  Ms. [redacted] said that wasn’t good enough, followed by using profanity and hung up on him. We attempted to resolve the issue with Ms. [redacted] and she did not give us an opportunity to fix the issue.Sincerely, Keeley B[redacted]Controller

We are in receipt of the above referenced complaint for Ms. [redacted].  We apologize for the delay in responding to this complaint as we had several of the people involved with this customer out of the dealership for various reasons.  We wanted to make sure we did a...

proper internal researching of the issues.It is my understanding that our General Sales Manager has contacted Ms. [redacted] and we have agreed to refund the full amount of the price of the warranty purchased.  Ms. [redacted] is completely satisfied with this resolution.All of the paperwork to cancel this warranty is being sent to her today.  (I believe we are scanning and emailing her the forms) Once received back, we will submit the cancelations and refund the full 100% price she originally paid.If there are any more questions or issues regarding this matter, I would ask that you contact me 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.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,[redacted]