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,

[redacted]   We are in receipt of the complaint filed by [redacted]dated February 11, 2015.  We havecontacted her directly and apologized for the inconvenience and mis-informationthat was...

given to her.   A vehicle purchase/transaction was never consummated with[redacted].  Although the facts givenappear to be related to the delivery of a vehicle, this never occurred.  The real issue at hand, that wasunfortunately never communicated to [redacted], was that we were havingtrouble getting her deal financed with a lender.  The sales people involved thought that theycould get approval and thus, continued to “stall” for more time instead ofbeing upfront with [redacted]. We, again, have contacted [redacted] and have apologized directlyfor the circumstances and how we did not follow through correctly with herregarding this matter.   If there are any further questions concerning this matter, Iwould ask that you please contact me directly at [redacted]  Sincerely, [redacted] Controller

The salesman Tracy S[redacted] greeted me on the lot, at Bell Honda. He was great! He listened when I told him what I was looking for in a vehicle. He took me right to the vehicle that met my criteria! He was very knowledgeable about the cars he showed me, and he was very polite and proffessional!

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,

We are in receipt of the complaint filed by Ms. [redacted] on April 21, 2015.  We apologize for any confusion or misunderstanding that may have occurred during the purchase process.  At the time of this writing, Ms. [redacted] has come back into the dealership and has resigned all...

documentation for her car purchase and has all the products she wants, and has declined the ones she doesn’t.We believe that we have now resolved Ms. [redacted] issues with her car deal, and consider this issue closed. If there are any more questions or matters that may arise, I would ask that you please give me a call directly at ###-###-####.Sincerely,[redacted], Controller

Revdex.com Complaint # [redacted] – [redacted]

We are in receipt of Mr. [redacted]’s complaint dated April 26, 2014.  We apologize for any inconvenience that Mr. [redacted] encountered with our sales follow-up calls.  As of today, I have removed Mr. [redacted] from both of...

our customer relations databases.

If for any reason, Mr. [redacted] receives another call from Bell Honda, I would ask that he please contact me immediately with the name of the caller so that the proper disciplinary action can be taken against that individual.

I can be reached directly at [redacted].

 

Controller

Yesterday I purchased a vehicle from you guys and Renee helped me choose the right vehicle that fit my budget as well as my needs and happiness, she was so amazing, there is no word that can describe how I feel about her support, I feel that I didn't just buy a vehicle but I earned a family member, this was my first time I buy a vehicle from a dealer and she made everything so easy and clear to process, for sure from now on every vehicle I'll purchase will be from her and with her help. Again there no words that can describe the amazing experience she offered me. Very honest, very friendly, smart and the best of all she made me feel like I know her forever, I felt like I was buying my first car from a member of my family. I definitely recommend her to anybody first time buyer or even a regular, business mind lady and she have no problem showing you every car in the lot till she make sure your totally satisfied.

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, I am appalled at Bell Honda’s total disregard for my and other client’s safety.  There are other means of allowing customers access to the back of their facilities.  You may offer them to sign a waiver clearing the business or dealership of any liability or fault, to allow those who would like to view the technicians work on their vehicles.  This makes myself and other customer think there is some kind sabotage or funny business if you will going on at Bell Honda, as if the dealership has something to hide? This is a very poor business practice.  I would like Bell Honda to cease all contact with me, for I am still receiving calls and emails from Bell Honda.  If this continues I will consider this harassment and will be filing a torque claim with the courts. [redacted] 

Regards,

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

Response to complaint # [redacted]     We are in receipt of this complaint dated February 24, 2015.  It would appear that this complaint has somehow “duplicated” itself in the...

system.  This same complaint and complaint number was received by us on February 2, 2015 and responded to and handled on February 6, 2015.   I have verified with [redacted] that he has received his refund check and has cashed it.  He also stated that he has attempted to go back into the Revdex.com site and retract his complaint against us.   Unless there is another issue, which [redacted] did not mention during our conversation, we are considering this complaint resolved.  Additionally, we would like to make sure that this “duplication” of the same complaint does not count against us in any way, in terms of our Revdex.com rating.   If you have any questions, I can be reached directly at [redacted]     [redacted] Controller

My Assistant Controller, [redacted], did meet with [redacted] on a day that I was not in the office.  It was physically verified at that time that an alarm had indeed, not been physically installed.  We do apologize to [redacted] for this error and mix-up.  As we had been billed by our vendor and it is our policy to install alarms in every car we sell, I am sure that yourself and [redacted] can understand that this was an honest mistake on our part.  In regards to additional “compensation”, I am not sure what else we can be expected to do.  We refunded the full amount of the alarm and did, indeed, send [redacted] $150 in gift cards to make up for our mistake.  We feel that this is a reasonable accommodation to the issue at hand. Again, we apologize to [redacted] for the mix-up, confusion, and any other issues that this may have caused him. Sincerely,  [redacted]  [redacted]   [redacted]  *  [redacted]  *  [redacted]

March 12, 2014 Complaint # [redacted] – [redacted] We are in receipt of, and have reviewed Mr. [redacted] complaint dated February 28, 2014. Although some of the issues and details described by Mr. [redacted] in his complaint are not entirely accurate, we have decided to...

refund him the cost of the original repair for customer service reasons.  Mr. [redacted] had been in contact with our Customer Service Director, [redacted] in bringing resolution to this matter. A check in the amount of $294.18 was issued to Mr. [redacted] on March 5, 2014.  This represents full reimbursement for the original repair ticket. If there are any further questions, please contact myself or [redacted] directly at ###-###-####.   Sincerely, [redacted]Controller

I leased a 2014 Honda crz in June of 2014. My vehicle has 12,000 miles on June 2016. I've had my oil changed three times at the Honda dealership. Tires rotated twice. I got a flat tire (nail visible in the tire). I barely made it to [redacted] from the my employer parking lot, when I found thru their service department that I wasn't issued a wheel lock key when I leased the vehicle. So I had them fill the tire so I could bring it to Bell Honda in Phoenix to kill two birds. Fix the tire and give me the wheel lock key that I was never issued when I leased the vehicle. I was met with John Shkolic, who immediately didn't listen to my predicament, but went on a tirade about how busy they were. I was then asked to speak with Steve Emery, service manager. I explained that this was the first flat tire I had ever g[redacted]en and I was not issued a tire lock key when I leased the vehicle, since all malignancy was done by Honda dealerships who use master keys. He would not understand that because of the low mileage and my first flat tire I just now found out I was not issued a wheel lock key. He then sent over the general manager, Robert M[redacted], who added the most insult to my visit to Bell Honda. He didn't even know I was there because of a nail in my rear passenger tire, but went into his rehearsed company policy about missing accessories had to be claimed within 6 months. I again, I understood; however, I asked for his understanding in that this was my first flat tire and I did not know I was not issued a wheel lock key until I needed it time fix a flat tire. He would not even listen to me, but made me feel like it was my fault. I have never been treated so poorly as a person or customer. I'm still in shock. I was even called a [redacted] under Steve's breathe when he was turning away. I will never return, nor would I recommend bell honda to anyone. Shame on them for making a loyal honda owner feel as if my business doesn't matter.

We have attempted to contact the customer.  Once we reach the customer, we would like to replace the door stop, at no charge, as a goodwill in order to retain the customer.

Please have the customer contact our Service Manager to resolve this issue.

Thank...

you,

Tina J[redacted]

Asst. Controller

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]

[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]

[redacted]Controller

Response to complaint # [redacted] – [redacted]  We are in receipt of the above referenced complaint from [redacted]

[redacted].  Since that time, our GeneralSales Manager, [redacted] contacted and had [redacted] come into thestore.  Her deal was...

restructured to herliking with all issues and questions she had being answered and handled.  She has also stated to us that she would be “pulling”her complaint from Revdex.com due to how we handled the situation for her. If there are any further questions concerning this matter,please do not hesitate to contact me directly at [redacted]  Sincerely, [redacted]Controller

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,

October 20, 2016After receiving the complaint today, I interviewed multiple service advisors and spoke with the service manager regarding Ms. [redacted]’s compliant. As a show of good will, I will refund Ms. [redacted]’s coupon amount ($10.64) and mail it to the following address: [redacted]...

[redacted]We are requesting that Ms. [redacted] take her vehicle to a different dealership for her future servicing needs, since we have been unable to satisfy her on multiple occasions.  If there is any other information needed, please do not hesitate to contact me at ###-###-####.Sincerely,Keeley BedfordController

Response to Response(1) RE:  # [redacted]I appreciate your response, however, there are some flaws with the response you provided.  You failed to acknowledge that my vehicle went through some type of inspection other than a simple tire rotation and attempted oil change.  My car was in the care of Bell Honda for several hours, as stated previously.   This is why [redacted] was able to rattle off, several hundred dollars in supposed repairs.  Unfortunately, you also forgot to mention the part where [redacted] outright REFUSED to give me my car,  thus FORCING me to agree to the $400 replacement oil pan OR have my car towed.  It was less of a decision on my part to have my car towed than it was me being bullied into making a decision. It is out of line to state that I "opted to have my car towed", as I was bullied into this decision by your staff.  Can you tell me why Bell Honda does not offer a more reasonable solution, such as re-threading the oil pan, as was done in my case (the cost to me was $9.48).  Also, why did my mechanic find a brand new "Honda" brand oil filter in my car if Bell Honda only discovered that the threading was stripped and stopped work?  He performed my last oil change, and he did not put in a Honda oil filter.  As you stated, my car has never been serviced at Bell Honda, so where do you suppose the oil filter came from?  What really happened, which you are failing to admit, is that your tech performed an inspection, completed the oil change including putting in a new Honda oil filter.  Upon completion, (s)he stripped my oil pan when putting the plug in and refused to take responsibility for their actions, thus leaving me to foot the bill.  Furthermore, it makes no sense that the tow driver asked you to put oil in my car to get it onto the truck.  You do not need oil to get a car onto a tow truck.  My car was moved from the shop to the parking lot; do you mean to tell me that your techs moved my car without oil?  Also, I attempted to resolve this with your Assistant Service Manager, however he was unhelpful, unwilling to accept fault and also unwilling to acknowledge my concerns.  He also offer no resolution, no apology, nothing.  He doubted that [redacted] stated that my car could not be released immediately to me.  This added insult to injury, siding with his employee, who was clearly wrong and caused a major disposition for in the following days.  In regards to my wheel lock, he did not offer anything more than to "bring my car in to look at it", which is not a very clear solution at all.  Would I end up with another few hundred dollars worth of work?  Would I end up being forced to tow my car again?  None of this was clear, and to be honest, I did not wish to continue speaking with someone who lacked the most basic customer complaint resolution skills.   To remedy this complaint, I believe my $82 tow bill should be refunded by Bell Honda for causing a two day headache, refusing to admit wrongdoing and also for refusing to release my property into my possession.  All of these things equate to a poorly run business.  If this is not resolved in a satisfactory manner, I will be forced to continue to escalate this through formal channels.  I am simply asking for Bell Honda to 'right a wrong', and refund my $82 tow bill which was caused by negligence by your service tech and bullying by your service writer, Barbey.  I look forward to resolving this matter.[redacted]

Response to compliant # [redacted]-Second NoticeSeptember 28, 2016Our service manager spoke to Ms. [redacted] today and informed her we will be mailing her tow bill reimbursement in the amount of $82.00.  Ms. [redacted] appreciated our service manager reaching out to her and we believe the issue has been resolved.Sincerely, Keeley B[redacted]Controller