Bell Honda

Review: Recieved a safety recall for my Honda Ridgeline on the driver side airbag. Bell Honda refused to provide in line sight of service to fix my recall. The director hung up on me 4 times, and wouldn't allow me a customer to talk or have a say. Other dealership had no problem with in line sight of service. Bell Honda had the part to fix my vehicle but refused to do so. Showcase Honda allowed in sight of service, however, they didn't have the part in stock so I had to wait to get my airbag fixed in which I could have been seriously injured or died if I had got in an accident.Desired Settlement: For [redacted] to be fired and no further contact from the company

Business

Response:

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

Consumer

Response:

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]

Review: It was on October 31st, we received a text message from a friend who works for Bell Honda saying to come in and let him go through his process because he wasn't busy that day. Well, we went in and told him right away that we wanted a used SUV. The first thing he said after that was "I don't sell used cars, only new ones." So we listened to his sales pitch and wanted to go look at used cars but on the way I pointed out that I liked the color of the car sitting there, which is now the car we have. Our "friend" then saw the opportunity and launched into how great of a car it was. He used the typical sales tactic after we let him know we couldn't afford a new car, which was show us everything that is the complete opposite of the new car and make us like it even more. When we went inside to see if I even qualified, he asked how many hours I get at work; I answered that I get between 25-40 hours depending on what jobs there are to do. He put 40 hours on my application so I would qualify. Now I don't know anything about buying a car and this was my first time so I was trusting a so-called friend with what was a good deal. Anyways, fast forward to the next day, I sat and talked about finances with my wife and realize that we can't afford the car, because I had just been laid off that day(November 1st), until further notice when there would be work. So we went back to the dealer and the financial manager was completely rude saying that our only option was a different brand new car or to just "suck it up and pay for it." We have looked into every option and we can not afford this new car, it is slowly digging us into a deeper financial hole. We tried everything to get them to take the car back and let us find a used car but they wouldn't. We tried calling the financial company and it was so new that we didn't have an account number yet. None of the paperwork had gone through yet. They just wanted to make money off of the car. Our so-called friend even had the audacity to tell us that "it wouldn't have mattered to him if we got a used car because he makes the same commission as when he sells a new car." They wanted us to try and make the payments and we have but like stated earlier, we are digging a financial hole bigger and bigger. Bell Honda sold me a car they knew I couldn't afford and then wanted to do nothing about it but say oh well, not even sorry, just oh well make your payments or we will take the car and resell it and you will still owe us money. My wife was pregnant at the time and the stress of this car situation made her miscarry. They say "welcome to the Honda family" but it isn't a family. They don't care about their customers, they only care about the money going into their wallets at the end of the day. And I want people to know that so they don't get stuck in the same situation!Desired Settlement: I want them to take the car back and cancel the rest of my loan. I am nearly 5000 into this car and my loan is still 30000. I tried giving it back the next day and they said no. Something needs to be done because I can not afford this car.

Business

Response:

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

Consumer

Response:

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.

Business

Response:

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

Review: I have been harassed several times by Bell Honda to go in and they can approve me for a van that I have been desperately needing. [redacted], from Bell Honda called me and told me he can get me in a van with little to no money down. I told him, that I could not be helped because I was upside down on my car ( negative equity ) and that I had a low credit score of 557 and that I had no money down. [redacted] kept telling me to come in and that he had helped allot of people in my situation. I told him again no, due to when income tax comes, I was going to put money in the car to take away the negative equity. He didn't know care and hassled me to still come in. I told him I would and to not waist my time due to I had no money down. I arrived at 5pm. He then asked me all the questions I had already told him over the phone. He then showed me around to some vans and other vehicles with a 3rd row seat. After choosing a VW van 2010 Routan. He starts working with the dealership and banks to get me approve. After waiting 30 minutes to an hour, he comes to me and tells me he needs at least 500 down. I told him I had no money down and if I was having to put money down and it was not going to work then forget about it. He then had me realize that I really need the van due to my growing family. I told him fine I will do the 500 down. He then went back and came to me with they need more money, he said 800 down and he can get me a payment of 473. As I greed, due to he said I wouldn't have a payment on my current vehicle anymore. And it would be 55days till my 1st payment, I could save the 800.00. I agreed and at 9pm they told me I had a deal, shook my had and made me ring a bell to confirm I had a new van. I filled out paper work contracting me with the van and the only thing I was needing was a blank check with my name on it, that I did not have. I was told to go in the next day to drop off the check and fill out the last of the paper work. I went in the next day with 800.00 check. [redacted] had me sit to wait for finance, and then another gentleman approached me and told me that the loan did not go thru, do to the trade in for my colt bolt they did not want due to the negative equity in it. This man, advise me to get me to get my colt bolt reposess and then I can get the van. I immediately left. Heart broken with the lies from last night. I had specifically told them to not waist my time and on 8/14 5pm-9:30pm 5hrs was waisted and on 8/15 45 minutes was waisted. I felt like a verbal contract was made due to they shook my hand and told me the van was mine for 800 down and 473 a month. I tried to talk to there corporate and they don't have one. I spoke to [redacted] in escalations, she could not do anything for me but apologize. She then gave my complaint to a guy named [redacted] who was rude to me, told me there was nothing they can do for me. And I could never get a loan with the situation I was in. Told me if I was going to yell at him, he would hang up on me.Desired Settlement: I want the van I was promised and told it was mine, I want a store credit for when I go in, in the beginning of the year, I can apply it to whatever. I want a apology letter for the hassling that I went thru and I want them to stop calling me..

Business

Response:

We apologize for the experience that Ms. [redacted] had at our dealership in trying to purchase a vehicle. Ms. [redacted] was in a very “credit challenged” position as well as having had a large amount of inequity in the vehicle she was currently driving. This made it very difficult to put a deal together for her.

Bell Honda “delivered” Ms. [redacted] in a vehicle using the financial structuring guidelines of one of our many lenders. Although all lenders publish these guidelines, there is no guarantee that they will buy the contract and/or ask for additional stipulations to it. We asked Ms. [redacted] to provide us with more down payment money in an attempt to make the loan more acceptable to the lender, however due to the amount of inequity in her current vehicle, we could not find a lender to buy the contract regardless.

Again we apologize for the situation, but we did everything we could to get Ms. [redacted] “qualified” for a new loan and vehicle, but were unsuccessful.

We would like to send Ms. [redacted] a $100 Visa gift card for her inconvenience and for the disappointment of not being able to keep the vehicle she wanted to buy from us. We hope that this is an acceptable agreement to her, as again, we have done everything we could as a dealer to put her into a different vehicle.

If there are any questions, I would ask that they be directed to me at ###-###-####.

Sincerely,

Consumer

Response:

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 will not accept 100.00 gift visa as resolution. I will accept, 300.00 visa gift card for my trouble at Bell Honda, with a fuel card of 40.00. This dealership does not understand my troubles and frustration.I am 5 months pregnant, and was crying for 2 days due to this situation. I was at Bell Honda for 5 in half hours. I told them over and over if they could not due so, to let me go me and my family due to my kids hunger and frustration of being there so long.. After 5 in a half hours I was told I had a van and the deal was made.. With some signed documents the van was mine and the only thing I was missing was a check for 800.00 dollars. I was ecstatic finding out this news.. Never the less I came back to Bell Honda with the check as completing my end of the deal. And the dealership had me waiting for me to sign documents. No documents were signed. Instead, [redacted] and [redacted] from Bell Honda came out to advise me they don’t want the deal that they had made with me previously. That they advise me to have my car repossessed. So they can get me into the van that I want. I immediately left the dealership upset. Crying my eyes out, I called back in and spoke to [redacted] who was rude to me and no help and handled my call hostile. She then had a manager call me named [redacted] who was as rude as her and advised me there was nothing he could do for me and he couldn’t get me a deal and no one could get me a deal.My feelings were damaged; this caused a great deal of heartbreak to me and my family. I was also written up from work for being late! Due to I had 30 minutes of lunch during the signing period and took 45 minutes of doing nothing. All it took was a yes or no. The dealership needs to understand people’s times are valuable. I was not to be bothered with if they cannot help me, and when finding out they could not, they simply could of called me to advise me. With any other questions, feel free to call meRegards,[redacted]

I have taken both my [redacted] and my [redacted] for service to Bell Honda and I am extremely pleased with my experience. The charges have been fair and always the same or less than the estimate and my car has always been ready on time. I am very happy with my service adviser, [redacted]; he is professional, friendly, and helpful! Thanks [redacted]!

I've had great experience over the years with Steve Emerry at Bell Honda. Steve always explains things in an easy to understand way and he is always positive and upbeat.

What a change from past experiences @ car dealerships. No more - "nightmarish mass of salesmen racing towards you to see who can get there first, and game playing back and forth till they wear the person down to the dealerships terms," and the reason I've been reluctant to go to a dealership. Excellent changes! "Everyone" was very "professional, friendly, and concerned about my individual needs." I really appreciate all the hard work and care of everyone during my new car purchase. Very professional and so appreciated!! Keep up the great work!

Review: My daughter [redacted] who just turned 18 3 months ago was sold a lease vehicle which is a silver honda civic today worth 20,000 dollars. My daughter gave the dealership $7000.00 today. My daughter came home to me thinking she was buying the vehicle and and had no idea what a lease entailed. My daughter also thought she was buying the vehicle for 13,000 dollars. My daughter has an income of about $800.00 a month if that and only works part time. How could anyone sell a $20,000 vehicle to a person who just turned 18 years old 3 months ago and has no idea about terms and conditions and to easily take $7000.00. She only has a part time job. The response I got from the salesman was, " Well my son did the same thing and ended up getting his car repo'd. It's a hard lesson he learned." Who does business this way taking advantage of a young girl.Desired Settlement: This contract need to be voided. This is wrong and I ask that my daughter [redacted] $7000.00 be refunded.

Business

Response:

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

Review: I first came to Bell Honda on 4/8/15 with the intention of only test driving a used car. I initially talked to [redacted] and we discussed pricing but I told him that I was not wanting to purchase. He appraised my trade-in for $4500 and after discussing numbers for a while I asked if I could have the information in order to discuss it with my dad. He refused to provide me with any of the paperwork, so I left. After this I had been in contact with some of the online sales people. I emailed [redacted] in regards to the same vehicle I test drove to get the out the door pricing for the vehicle. [redacted] emailed me with the out the door price of $17,937. Since this was in the price range I was looking for, I came back the next day, 4/9/15, and [redacted] said to specifically speak to him to get the internet pricing.

When I came back on 4/9/15 he asked if my car had been appraised, and I informed him that [redacted] agreed on $4500 because I had it recently appraised at [redacted] and that is the price they were willing to give. [redacted] agreed with this same appraisal. [redacted] left me for approximately an hour and a half, but he checked up on me a couple of times. When he finally came back he told me he could give me around $4400 for my trade-in and explained the rest would go to something else, but since this was my first time buying from a dealership, I am still unaware of where that money went.

After working with [redacted], I was taken to the finance department and talked to [redacted] to start filling out the paperwork. [redacted] said there was an alarm on the car, and asked if I wanted it removed, but did not mention that it would cost $750 to keep it on the car. I was under the assumption that this was the factory installed alarm and not an aftermarket alarm, because [redacted] did not say it was an additional cost, and I specifically told him several times that I did not want anything additional to the internet pricing that [redacted] was honoring. All [redacted] would say is "ok' each time this was questioned. On the sales contract there is "Zaktek (Optional)" which again [redacted] asked if I wanted. I again responded that I did not want anything extra, and [redacted] said "ok". Then we came upon the "service contract" and [redacted] lead me to believe that it was part of the cost already agreed upon because he said it came included with every certified pre-owned car. I agreed, again clarifying that I did not want this if it was extra. I even brought up multiple times afterward that I did not want anything additional if it was going to add to the cost of the car. Again he said "ok". He seemed to be understanding that I did not want anything extra, even to the point that he made a comment saying that I was wanting to save money, so he brought up the [redacted] program. I told him my dad is a member and since my dad had previously contacted the dealership and they had his phone number, they said they would honor the [redacted] auto program pricing. [redacted] said it brought the total cost of the car down approximately $500. I was under the assumption that this $500 discount would decrease the the the internet pricing [redacted] gave me ($17,937).

Since I was under the assumption that all of the items in the sales contract were not an additional cost, because I reiterated that I did not want items that would make the overall price go up, I signed the sales contract. Again, since this was my first time purchasing a vehicle, it was hard for me to see the actual out the door price on the contract because they took off $4000 for my trade-in, included the money I put down, and then had a remaining balance I needed to pay. This was all going so fast, because it was late, and I'm sure they were wanting to close the deal. Since I put money down, and financed through my bank, [redacted] said he would fax over the paperwork with the remaining balance to my bank in order to take care of the remaining balance. I left that day and did not encounter any more problems until the following Thursday.

On 4/16/15 I received an email basically stating that they were never able to hear back from my bank to pay for the rest of the vehicle. I asked my dad to contact the dealer because I was working, and nothing got resolved. I was told to contact [redacted] in finance so I called him after I got off work. [redacted] was incredibly rude and said he had supposedly faxed the paperwork twice, but never attempted to call my bank to make sure the paperwork went through because he asked me for the phone number of my bank contact. He said he would call her in the morning since my bank was closed, and try one more time, but if they didn't get what they needed he stated "I am done" and hung up the phone on me.

The following day 4/17/15 [redacted] sent me a copy of the buyers order, which I never received in the two envelopes of paperwork before I left the dealership the night I bought the vehicle. When my dad and I were looking over the paperwork we realized that all of the extra stuff (Zaktek $399, Alarm $750, Service Contract $1980) that I verbally told [redacted] I did not want if it was an additional cost, was added onto my sales contract. I unknowingly signed off on these items, because I was lead to believe that I was not getting anything extra. Also after looking at the numbers, if all of the add-on items were taken off, the out the door price of the vehicle would have actually been more than the price [redacted] had given me online. My trade-in value for my car only showed up as $4,000 and not the $4400-4500 that was agreed upon. Basically everything I believed I was getting and the pricing of the vehicle was incorrect. Since this was my first time buying a car, I feel like I was taken advantage of because [redacted]' only response when I said I did not want anything additional was "ok". So therefore, I signed the contract thinking I was not getting anything additional on the car.

On 4/18/15 my dad tried contacting the dealership and spoke to [redacted] in finance. [redacted] basically told him that since the contract was signed, there is no reopening it. My dad left a message for the GM, but has yet to hear back from him.Desired Settlement: Since the service contract ($1980) is through a third party, we went online and it looks like we can cancel it and receive a prorated refund. As for the $750 aftermarket alarm (which I have no manuals or no clue what features it has on top of the factory alarm) and the $399 Zaktek (which again I have no clue if this was put on my car or if I paid for a warranty because I never received any paperwork) we would like a refund. Also, I would like the trade-in value for my vehicle to be re-examined because on the contract it shows I only got $4000 instead of the agreed upon $4400-4500. On top of that, if all of the add-on items were taken off, the overall price of the car is not close to the internet pricing that [redacted] gave me of $17,937. Assuming I received the full amount for my trade-in, was not charged for the additional items I verbally did not agree upon, and received the $500 off for the [redacted] auto program, my signed contract out the door price was much more than the agreed upon $17,937. I would either like my contract to be reopened to renegotiate the terms including the trade-in value, add-on items, and internet pricing originally give to me, or I would like a refund of the difference from what I paid and what I should have paid. Again, I understand I initialed and signed the contract, but I feel that I was deceived and mislead because I was told that these items were included in the selling price of the vehicle. However, I learned after reviewing my contract that these are additional costs on top of the selling price. I also never received a copy of my final signed contract before I left the dealership.

Business

Response:

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

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,

Review: I bought a car last year from bell honda. Recently they used that information, knowing my interested rate and terms and have since been trying to sell me a new car. They are claiming they can give me a new car for the same budget of what my used car cost last year. It is impossible to buy a new Honda Odyssey (what they are trying to sell me) for $315/month considering they had to put me on a 66 month term at 18k for a used one. I have told them no I do not want to buy a car I can't even count. They have called me almost daily for the last week and a half and wont leave me alone. I now have they on my blocked call list on my phone but they keep calling. This is starting to become harrasment. I will never, ever buy a car from them againDesired Settlement: They need to leave me alone in terms of sales issues. If they want to contact me about warranty anrd/or vehicle service, fine. But I do not want to buy a car from them and they should get that MEMO.

Business

Response:

8/14/14

Response to complaint ID [redacted] – [redacted]

We have read and reviewed Mr. [redacted]’s complaint dated August 13, 2103. We apologize for any inconvenience that our sales calls might have caused him over the last few days.

We have deleted and/or clearly marked Mr. [redacted]’s records as “Do Not Call” in both of our CRM systems.

If any other calls occur, I would ask that Mr. [redacted] call me directly at [redacted] so that I may investigate the source.

Again, we at Bell Honda apologize to Mr. [redacted] for an inconvenience in this matter.

Sincerely,

[redacted], Controller

Review: My husband and I made multiple attempts to contact the dealership in regards to our vehicle purchase. Unfortunately, no one at Bell Honda felt the need to call us back. We purchased our used 2011 Mazda CX-7 from Bell Honda on April 18, 2013 at the Peoria Tent Event. During the negotiation process we discussed changing our $500 down payment to $3700 down as we were told by Bell Honda that we would be getting back $3200.00 from warranties/gap on our trade ins that would go toward the down payment so we would actually only be paying the $500.00 out of pocket. We verified this information with [redacted] and his General Sales Manager. We triple checked the information as we could not afford anything more than $500.00. We agreed to the deal and went over to finance. We had all our paperwork completed, were told again we would be getting the money back from the warranty, and sent on our way.

We were contacted the next week saying that our loan had changed and needed to come back in to sign new paperwork. We came down to the dealership and went into finance. During the course of our signing I spoke with the finance gal about when to expect the warranties. She said it is approximately 10 days after we (my husband and I) file the appropriate documents. This was news to us. No one told us we had to do anything. The impression everyone gave us was that this was something Bell Honda was taking care of to put the money towards our down payment. Thank heavens I started asking questions.

The finance lady gave us copies of our odometer statements; she said we would need them to cancel the warranties AND that someone should have already given this information to us. Also she said we would need our original finance documents. We informed her that [redacted] had those items and she called him, also because we had been having some issues with the vehicle. When Gordon came in the office Devon explained to him what was happening as I was discussing warranties with the finance gal. Gordon told us that he had our documentation at his house, which seemed a little strange to us, along with the multiple gas cards promised and that he would be having his wife mail them out to us immediately. Weeks past and we received nothing in the mail. My husband went up to the dealership twice looking for Gordon and was told that he was not there. Also, both of us called the dealership a number of times and were told Gordon was not available and were not given the option for VM. I sent Gordon emails that I never received a response to and we also went online and spoke with one of the chat agents, trying to use all avenues, and explained the situation. She also told us that we would be getting a phone call from the dealership and we never did. We have that conversation copied as well.

Besides the issues with the payment and terrible customer service we were also experiencing problems with our vehicle. When we tried to schedule it for service we were denied saying that we should just take the vehicle to a Mazda Dealer. We purchased our vehicle from Honda and got the extended warranty and they wouldn’t even look at our car. Eventually we were able to speak with [redacted], the service manager, and he arranged to have our vehicle looked at. He was helpful, however our concerns were still not fixed. They said there was really nothing the could do about it. Also our vehicle came equipped with an alarm system that still has not been activated. The dealership told us at first that the sales department could do it, which they could not. Then when the vehicle was in service we were told they could do it, and they could not. Then when we picked up our vehicle we were told that someone would call us to schedule an appt for it and we still have not received a phone call. This is just another example of the TERRIBLE customer service and false promises. We had no other options so we officially filed a complaint with the Federal Trade Commission. Since we STILL have not received our documents from the dealership we had to borrow money to cover the check that was written for the down payment. We still have not been able to cancel the warranties and GAP insurance that the dealership had us guaranteed would happen and we would get our money back. We need the necessary documents sent to us immediately along with the promised gas cards.

It is unclear to us how the employees at Bell Honda state that they provide exceptional customer service and care about all their customers as they washed their hands of us the minute we drove off the lot. We emailed Gordon after filing the claim with the Federal Trade Commission asking for a response and that we NEED those documents and he STILL has not contacted us back.Desired Settlement: We want our warranty issues fixed, the alarm set up on the vehicle, the dealership to take care of our warranties and GAP cancellations - if the dollar amount different then what they promised they cover the difference, our promised gas cards, our agreed $500.00 down payment refunded, actually communication, acknowledgment of failed customer service and an apology.

Business

Response:

Response to complaint [redacted]

Our General Sales Manager has contacted the customer and all of her issues have been resolved.

We have gotten her the correct documentation to cancel all of her previous coverages, and have fixed her alarm by going directly to her residence. We refunded the down payment made on the deal and have taken (and are holding) a new check until her cancellation money is received. We also gave [redacted] $150 in gift cards for her inconvenience in this matter.

[redacted] was agreeable and happy with all that we did in handling this matter for her. If any other questions remain, please do not hesitate to contact me directly at 602.298.2002.

Sincerely,

[redacted] Controller

Went to buy a car from Bell Honda, bought a Kia Optima. Their were certain things wrong with the car. I told the salesman Dave C[redacted] to get these things done before I buy the car. Let them have the car for a couple days, nothing got done. These people are incompetent and useless. They do not return phone calls, they ignore you after you buy a car. They try to be a your friend in the beginning, but all they are, a bunch of useless cars salesman. The best part of the salesman, Dave C[redacted], he is always chewing gum. Great customer service representative...These guys are manipulative, rude, no communication to one another, and disrespectful to their customers. If you decide to buy a car with Bell Honda...Don't, They will screw you over...

First off, I would like to say how AMAZING my 2016 Honda Civic is! I am absolutely in love with it and it's exactly what I was looking for when I decided it was time to go car shopping. A huge thank you to Tracy S[redacted] for making it all possible for me. You made this experience for me so wonderful and enjoyable. Very professional, knowledgable, and genuine. You worked with my budget and price range. You knew exactly what I wanted and exceeded my expectations. I can't thank you enough for everything. I would recommend Bell Honda to EVERYONE and to work with Tracy S[redacted] and his wonderful partner Dave Cook. You both are the best!

Expertise on vehicle maintance is excellent when running a diagnosis check on vehicles.

Excellent place to buy a car! Went there twice already and haven't regret it one but, they make you feel like at home and no pressure buy, they also work to get you what you want and don't give up until your satisfied , I would highly recommend this place to anyone wanting to buy a car!

Had the best experience buying a car with Bell Honda.

[redacted] took good care of us, very satisfied customer. Will be back with more referrals.

Review: On October 17, 2015, I purchased a 2015 Honda CRV that had 364 miles on it. Staff at Bell Honda stated that the vehicle had been previously purchased, but financing was denied and the vehicle was returned to them. The staff I worked with on my purchase were [redacted] (sales), and [redacted]. (finance). I purchased the car with cash, no loan. My husband was with me during the time of all interactions with Bell Honda staff. During the time that I was considering the vehicle, I asked the salesperson if the car came with 2 key "FOB's", to which he replied "YES". We discussed the warranty, since this was technically a "used" vehicle. I was told by the salesperson that the warranty was a "better" warranty than the original, covering 48 months of covered warranty service as a "certified pre-owned" vehicle. We settled on the cash purchase price and proceeded to comlete paperwork for the purchase. During the signing of paperwork with the finance staff, [redacted], I was informed that the warranty was a limited warranty that covered only a few specifics. I asked for clarification and [redacted] stated rather rudely that "This IS a limited warranty, I know the salesmen tell customers it is bumper-to-bumper, but there is NO SUCH THING". I was shocked by this statement, but proceeded to completing the paperwork. Once the paperwork was completed and I wrote the check to pay for the car in full, my husband and I left the finance office and went to the "staging" area where customers pick up their newly purchased vehicles. The sales staff Nathaniel gave me a tour of the vehicle, set up the blue tooth and went through a couple of other items. I specifically asked about programming the car to sync with my garage door opener. The salesman stated it was very simple and I stated I would check the owners manual and complete that sync when I got home. The salesperson went back into the store and came out and said, "Oh, there's one more thing and I hope you won't be mad, we lost the second key FOB, but we are making a replacement for it right now and will send it to you via overnight mail as soon as it is ready." I asked for a business card and received one with the salesman's personal cell phone number on the back. As I drove off, I reminded him to send me the additional key FOB ASAP.

The drive home was a couple hours from Phoenix. When I got home, I went to get the owners manual out of the glove box. There was no owners manual to be found.

Sunday morning, I sent a text message to the salesman to ask him to please send me an owners manual for the vehicle when the key FOB was sent. I received an email from the salesman and the General Manager ([redacted].) on Sunday morning thanking me for the purchase and with reassurance that Bell Honda would honor their committment for service, etc. I sent a reply to the salesman that was rejected as undeliverable by the Bell Honda system and tried re-sending it, only for it to be rejected again. I also responded to the email from the General Manager and asked for him to please call me. On Monday morning (October 19), I left a voicemail at the Honda dealership for the general manager with no reply. I also sent an additional email to him with no reply. All I requested was acknowledgement that they had received my communications and would send the owners manual with the key FOB. Today, Tuesday October 20, I also left a voicemail for the salesman with no reply. At this point, I am not going to try and call or email again as it seems obvious that I am being ignored. Please assist with resolving this matter.Desired Settlement: My desired resolution to this issue is:

- send me the second key FOB that the salesman affirmed came with the car, prior to any paperwork being completed.

- send me the Owners Manual that should have been in the car

- Send me a detailed warranty document that defines what's covered.

- In the future, respond to my calls and emails

Business

Response:

Response to complaint #[redacted]Our general sales manager has contacted Mrs. [redacted] regarding the second key FOB and the owner’s manual that was not received during the delivery process. Mrs. [redacted] lives in Chino Valley which is an hour and a half away, so to avoid any additional inconvenience we have overnighted an owner’s manual. Unfortunately, the key FOB has to have the vehicle present to program all the keys simultaneously due to the rolling code that is a security feature. We have instructed Mrs. [redacted] to go to the nearest Honda dealer and we would pay for the additional key FOB and programming. We have apologized for any inconvenience this may have caused Mrs. [redacted] and believe the issues have been resolved.If there is any other information needed, please do not hesitate to contact me at [redacted]Sincerely,Keeley BedfordController

Consumer

Response:

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.[redacted]

Review: I've had salesmen calling me about trading in my vehicle only hours after driving it off the lot! It's been 3 years now and the sales / trade-in calls have not stopped. I've asked nicely for them to take me off their lists, I've asked not-so-nicely, and I've even tried to satisfy them by going in (for 8 hours on a Saturday no less) to talk with them about this and yet the sales calls continue! I've even received a call from the sales manager (Al, supposedly the only sales manager named Al in the place) who "promised" me that he would make sure that my name is removed from their lists...I've now received at least 3 calls from salesmen within 3 days of Al's promise!Desired Settlement: I would like the sales people at Bell Honda to know how annoying and frustrating their cold calls really are! I understand they have a job to do selling vehicles but I think the staff and management need to find a better way of reaching out to the public for business! This is even more evident after reading the customer complaints and reviews here on the Revdex.com website! Evidently I'm not the first person to have issues with Bell Honda's business practices!!! WAKE UP PEOPLE!!!!!

Business

Response:

10/24/13

Response to complaint # [redacted] – [redacted]

In reading the complaint filed by Mr. [redacted], we apologize for the continued calls he has been receiving. I have personally deleted his record in our sales management system completely as of today, October 24, 2013.

I would ask that if Mr. [redacted] continues to get calls, that he contact me directly at 602.298.2002 so that we can figure out who is making the calls and we can move forward with the correct disciplinary action for that individual.

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 keep the phone number provided and wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I would like to thank everyone at Bell Honda for all they did in making our car buying experience an outstanding one. Special thanks to [redacted] and [redacted] in finance for going the extra mile for accommodating us in making our new Honda purchase. Very honest and forthright.

Great service, if you want someone that will give you the best deal, go to Robert G[redacted], the whole team is great though.