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]  [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.Thanks for expediting this issue.  Without your intervention, it would not have been resolved so quickly.

Regards,

Although I did receive the owners manual in the mail today, I am still waiting for Bell Honda to contact Pre[redacted] Honda to inform them of the situation and contact me to set a time to have the key situation resolved.  I received communications from both [redacted] and [redacted] at Bell Honda last week stating that they would make the contact with Pre[redacted] Honda and have them contact me to arrange a date and time to have the key issue resolved. To my knowledge, this has not yet occurred.
I thank Bell Honda for sending the owners manual as I greatly appreciate receiving the manual.

We received Ms. [redacted]’s follow-up correspondence dated June 1, 2015. I spoke personally with Ms. [redacted] upon receiving this second complaint and discussed the fact that she had yet to receive her funds. We coordinated with [redacted] to get this money released and overnighted to Ms. [redacted] last week. I called Ms. [redacted] this morning to verify that she had received a check from [redacted], and she stated that she had. If there are any other issues that arise regarding this situation, I can be reached directly at ###-###-####. Sincerely, [redacted]Controller

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

Response to complaint ID# [redacted] – [redacted]We have read the complaint filed by Mr. [redacted] and apologize for the fact that no one returned his phone calls or resolved his issue.Although our normal referral amount is $100, we will be cutting a check to Mr....

[redacted] in the amount of $250.  Per his request, we will make the check available to him at our front reception desk where he may come in and pick it up.  We, again, apologize to Mr. [redacted] and hope that will resolve the issues he has with Bell Honda.If there are any further questions, please do not hesitate to 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

I never had the option to give the car back because they said that they were doing a favor for me and pushing the payments back when I asked why I had to re-sign. I also asked why the second contract was blank and [redacted], head of finance, told me it was protocol. Bell Honda never stated to me that the original loan had been cancelled and I had to re-sign for a new one. If I had known I had a chance to give the car back I would have. As for the civic vs. accord, I do not fit in a civic. I am a very big guy and the car was too small and my payments would have been the same, at least that is what they told me. I let them know that I could not afford the car and to let me know if there was any way I could get out of it. I would not have signed the contract a second time if I knew what was really going on but they never told me the truth.

I also have to give a big thank you to Mathew Barry, he was doing what he does best and checking my paper work and it appeared I did not have the gap insurance which for a new car is a must! He called me and discussed with me and informed me about the situation and I was very happy for him to have my back. he even offered to come to my work so I can have it signed and ready. Bell Honda please acknowledge this man for doing such an amazing job. Thank you Mathew!

If you go, ask for Robert Garcia. He was super helpful and friendly. It was an easy purchase and I love my new car.

Bell Honda's Service department and my service advisor Steve E[redacted] are excellent. I say the same for the Collision center. Always on time, and with very good quality of work. The reports that they give after service are very complete and useful.

I recommend Bell Honda in [redacted] if you looking for a car. Their team are professionals. They are not pushy, and they want to make sure you get what you really want.
I bought a new [redacted] and they did not pressure us, and let us make our decision on our own time. everyone in the dealership were great, from the salesperson to the finance dept.
I have never had a better experience buying a car.

It's a Saturday afternoon & my door locks suddenly stop working. After my regular shop (another local dealer) told me, "Well, if you can leave it here, I'll see if we have time to take a look at it," I called Bell Honda. [redacted] took the call and assured me he'd get it taken care of "today" - and he did! It wasn't exactly how I planned to spend my Saturday but it was so great to not have to burn a busy Monday in the shop! So pleased with the level of service that I had [redacted] set us up with 4 new tires & an alignment on our other Honda the following week. Totally worth the drive across town!

Thanks [redacted]!!

I had my car repaired at the collision center at bell road Honda. When I received my car back the service and quality was terrible, there was over-spray around the area that was repaired, missing floor mats, water in my headlight, a valve stem was replaced with a cheap plastic one that does not match the others and the steering wheel was so off I was scared to drive it. I voiced my concerns with the collision center and attempted to resolved the issues and when I got my car back there is still over-spray in different places now, my headlight is now rusted on the inside and they messed with my radio and busted the tweeter on the driver side! I am so disgusted with the quality of work they did and would never recommend anyone to use or go to Bell Road Honda.

Steven E[redacted] from Bell Honda, Phoenix, AZ is the BEST service mgr. I have ever dealt with and there have been many over the course of my years! He takes the time to explain recommendations, problems, repairs, etc. I feel after any service at Bell Honda that I completely understand. Due to Steve's attentiveness, I will have my car serviced only at Bell Honda and when I purchase another car it will be only from Bell Honda.

Bell Honda has always provided the very best Service Center.
We purchased our [redacted] (on display in your showroom) in December of 2009 and have loved (and still love) our vehicle.
Customer Service is tops and all needs have been satisfied, thanks to George H !

Review: WORST EXPERIENCE EVER!!! I went in on a Tuesday and picked out the van that I wanted. I had been there a few weeks prior and was already established with a salesman, [redacted]. I decided to purchase the van. My schedule is VERY tight and I don't have time to just sit around a car dealership. I was there for several hours and signed all the paperwork. I was told the van would not be ready until Friday. Being that my schedule is so tight, I called Thursday night and spoke with [redacted] to confirm that the van would be ready the next morning. He assured me that it would be. He said "I was just over there 30 minutes ago and its nearly done". He told me to come in at 11 the next morning, but told me that he would not be there as his daughter was ill. He assured me that everything was in order. I even asked him to make sure if the Finance Manager had anything else for me to sign to make sure that it was ready as my schedule was tight. The finance manager, [redacted], told me that he was just going to try and find me a better interest rate. Other than that I signed paperwork for the deal. So on my way Friday morning I call a SECOND time to remind them that I'm coming in and also asked them to pull the van under the canopy type thing as it was pouring rain and I had to transfer my things over. I arrive and van is NOT ready! I get the run around from everyone there. After 2 hours in the dealership I leave. I was waiting for [redacted] to retrieve my $4,000 deposit that I had paid. He took forever and I had to leave. I called the bank and put a stop payment on the check. They couldn't give me any answers. One guy told me that when they give someone a time of 11 it could be 5-6 hours later!!!! wth???? Why give a specific time if it isn't accurate. Now had I not called two different times to confirm that all was well it wouldn't be that big of a deal, however, I called TWICE and was told both times it was ready come on in.. After leaving the dealership, a couple days later I call the General Manager [redacted] and he was going to check into some things and call me back. Of course, that DID not happen. I had to call him again. He really didn't even apologize for what had just happened. He wanted me to get some information to him and he was going to then call back again. It NEVER happened EVER!!!!! I can't believe this dealership is still in business with the way that they treat customers. It is totally ridiculous. I've received an email from Honda congratulating me on the purchase of my Certified [redacted] and asking me to fill out survey. I also received in the mail yesterday a welcome to my 3 month trial to [redacted] and congratulating me on the purchase of my [redacted] as well!!! All this with NO vehicle, how does that happen??? This is the craziest thing ever!!!! Stay away from these people!!!!!Desired Settlement: I want my van delivered to me....

Business

Response:

[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

Review: Let me start by saying my car is equiped with modified hand controls and steering [redacted] My car was 5 months old when I brought it in for it's first oil change on January 11, 2014. I arrived around 10:15a.m. for my appointment. At around 11:15a.m., [redacted], the service director came to speak with me. He started out by saying, I have bad news. He proceeded to tell me that the service technician was moving my car by using the hand controls and instead of breaking, he accelerated and hit the blue pillars in front of the bay. He then said the technician had never seen or used hand controls in a vehicle. I asked, then why did he get in the car? Cars with hand controls can be driven with the feet pedals as well, [redacted] admitted that the technician didn't know that. However, he operated the vehicle anyway, not knowing what he was doing. There is front end damage and the airbag deployed. [redacted] was very helpful in getting me a rental vehicle and letting me know Honda was going to take care of the damages and rental. Since then, however, I have not had any contact with anyone who can resolve this situation with me. I was given a name and email of the GM, who I emailed 3 times with no response. Then later found he was the GM of sales. I found out the name and email for the actual GM of the dealership, emailed him 3 times, no response. I went on their Facebook page, left a message. The customer relations rep contacted me through Facebook and got the controller to get in touch with me. We had one conversation, I was offered $1,500.00, I told them that was unacceptable. I have not heard anything since. I have not even heard from the collision department to let me know the status of the repairs. [redacted] called me almost 2 weeks after the incident to tell me the car should be ready for pick up on 1/31. It wasn't really his responsibility to call me. I have still not heard from the collision department even though its been a week since the car was supposed to be ready for pick up. Not sure if they are waiting to come up with another offer for me or what. If so, that has not been communicated with me.

This complaint is not only about the communication or lack there of but also the negligence of the tech operating my vehicle not having experience with cars equipped with hand controls, not knowing you could drive the car with the feet pedals. Also, negligence on the training practices of the dealership and who they allow to move these vehicles. [redacted] stated they have other customers with this equipment, all employees should be aware of them. I guess they're not.Desired Settlement: To at least have a car returned to me that is comparable to the one I brought in (i.e. 5 months old, around 8,000 miles, no damages, and equipped w/necessary hand controlls), if not a new one.

Business

Response:

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

Review: Brought my 2008 Honda Odyssey in for service complaining of noise from power steer, and to get an oil change. The service adviser ([redacted]) explained there was a problem with my power steering pump and I could replace it or repair it. I chose the lesser expensive option of repairing it. The work was done that day, along with other preventive maintenance. Total cost was $1500. Power steering repair was $289 plus tax.

Later that night, I was web surfing and learned from the Honda website that my power steering pump was still under warranty. The following morning, I called the Honda Corporation customer service line and they confirmed my power steering pump on my car was still covered under an extended warranty. It was extended an additional 6 years due to common problems with the power steering pump for my model year.

I called the the service adviser ([redacted]) to ask about the warranty on my psp (power steering pump), and he said it was no longer under warranty. I explained to him what I had learned, and he double checked my vehicle warranty and confirmed my psp is still under warranty. Upon reaching this agreement, I asked to be reimbursed for what I paid to repair the power steering pump. [redacted] said he could not do this.

I drove to the dealership and asked to speak to the service manager/director [redacted]. I expressed to [redacted] my concerns about paying to repair a warranted part, and about another repair which I thought was being performed, but was not (did not replace water pump during a timing belt replacement). [redacted] was argumentative and very difficult to speak with. One of his subordinates interrupts our conversation, and was able to reach an agreement with me that they would explore replacing my psp through Honda and refunding my payment for the psp repair.

A week or two later I get a call from [redacted] asking me to come in to get my power steering pump replaced, which I did a few days later. While my car was being repaired. I ask [redacted] about being reimbursed for the original cost to me for the repair of the psp. He said that was not a part of the agreement, but he would check with Honda to see if they would be willing to cover the cost.

That conversation with [redacted] occurred about three weeks ago, and during this time, I have never heard from [redacted]. I've called and left two messages for him and I also left a message for the Bell Honda General earlier this week, and have not heard back from anyone from Bell Honda.Desired Settlement: I want to be refunded the monies I paid for the repair of a warranted power steering pump (approximately, $289 plus tax). I person should not have to pay for the repair of parts covered under a warranty.

Business

Response:

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

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,

I have done business with the Bell Honda Service Department for 14 years now and am extremely pleased with the service. In particular Steve E[redacted] is an outstanding service advisor for the dealership. I drive 80,000 miles per year for my work and Steve handles all my service needs quickly and most importantly, it is done right the first time. You can't go wrong using Steve at Bell Honda's service department.

I brought my mom's car in for service, and I hate doing that because service places make me nervous, but Chris was great and totally made me feel comfortable. I will probably never take the car anywhere else.