Bell Honda

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

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!

[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

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,

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

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

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.

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

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,

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]

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

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.

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

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

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

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

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

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 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