Initial Business Response / [redacted] (1000, 5, 2015/05/21) */ Contact Name and Title: [redacted] Body shop mana Contact Phone: XXX-XXX-XXXX Contact Email: ***@bobhowardauto.com We did write an "estimate" and based on all the information we had, this appeared to be about a day repairWe bought a new door from Toyota, painted it, installed it, and mounted the spare tire on itthe door was not boneded well, from Toyota, and this is why the door didn't fit wellWe immediately ordered another new door, but it was not bonded either, at which time we called to determine a solution to a manufacture problem, not a Bob Howard Collision problemWe did indeed provide a rental unit, but we did not manufacture this doorWe will not provide insurance on the rental as it is unnecessary, because the [redacted] 's insurance will cover the rent car if they wreck it less there deductibleOnce again, it is hard to ESTIMATE that a factory door is going to need to be worked on and repainted in order to not "sag!" Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) They called us today at minutes until 6pm making it impossible to get to their business to get the carWe called to ask if they would wait a few minutes past so we could get the car and yet again they said noThe reason we got insurance and are not using our car insurance is because the deductible is if the job estimate was days paying dollars x days is cheaper than a deductibleIt has been close to weeks now it will be three weeks in Monday, we are now having to wait until Monday because you refused to wait minutes past close for us to get thereWe are not letting this gYou have caused us to pay two more weeks of rental insurance because you didn't know how to fix it and you said you had another Toyota with the same issueWe will pursue damages if this is not made right Final Business Response / [redacted] (4000, 11, 2015/06/19) */ We finished this car and paid the rent car for this customer that we did not owe, which amounted to $The problem wasn't with anything we did, it was the fact that Toyota did not finish building the doorWe did Toyota's job finishing the door, but told the [redacted] 's that they did not need rental insuranceYes they would have to pay $if the wrecked the rent car, the same as they would have to pay if in their own carThey chose the insurance, and we will not pay for itThe $per day was not cheaper than the $because they did not wreck the rent car!
The cancellation of GAP is being processed, we are very sorry we didnt complete much soonerIf you would like confirmation, please contact [redacted] at the dealership Thank you
To whom it may concern,I had talked with Mrs [redacted] earlier this weekI know for a fact that she was fully aware that she had purchased the Warranty in questionThe documentation that the Auto Group I work for would make it impossible for a customer to not know what they had, or had not purchasedMrs [redacted] has been informed that if she doesn’t want the extended warranty she has the legal right to cancel the warrantyI tried to reach out to Mrs [redacted] again this morningI left her a message to please call me
Initial Business Response / [redacted] (1000, 5, 2014/03/25) */ Customer brought Nissan 350Z to Smicklas Chevrolet Body shop for repairCustomer had an aftermarket ground effect kit installedSmicklas Chevrolet agreed to order the kit from the same custom company that the customer ordered the kit from years agoWhen it arrived the bumper was bolted just like the old bumperSmicklas Chevrolet is not a custom kit installer and does not do custom modificationsAfter the installation of the kit, it was apparent that the bumper did not fit like a Nissan bumper doesThere are no adjustments as on a factory bumperWhen the customer returned to the body shop to view the vehicle he was unhappy with the bumper installationThe body shop looked at all options to try to make the customer happyThe body shop contacted the customer's insurance company to discuss any options for resolution The insurance adjuster agreed that the custom vehicle shop that did the ground effects years ago would be the best option for the reinstallation The manager of the body shop offered to remove the amount the insurance company estimated to have the bumper installed so that the customer can take the vehicle to the custom shop in order to have the work completed thereSmicklas Chevrolet Body Shop will be happy to remove the amount the insurance company allotted for bumper installation as that is the only part of the repairs that are unsatisfactory
Initial Business Response / [redacted] (1000, 8, 2015/03/13) */ We apologize for this miscommunication, the finance department reached out to Ms [redacted] this morning and we are working on getting this matter taken care of Please note that we did not receive the first notice from the Revdex.com or we would have handled this sooner
We went to Bob Howard and purchased a new Zcorvette off of the showroom floorPrior we had spoken with them over the phone and the salesman had agreed to a price and some small extra items that would be thrown in for that priceWhen we got there the sales manager said that could not be honoredHe also wanted us to pay half of the cost of detailing the car before deliveryThere were many scratches on it and we refused to do so as this is over a 90K new carHe finally agreed to get it detailed and pay for itWe live out of town so I had to take the car back to them for it to be detailed so they had it for a couple of daysThey called me back and said the car was ready but the items that they promised us were still not thereWhen I got there to pick up the car I was in shock that there were now more scratches on it than before and told them I would not accept itThey kept it once again and said they would send it out to someone to do it rightIt took a month or better to get the items that they had promised us and we never got a survey from the company to fill outSince I did not get any survey I will put my review here in hopes others do not have to deal with this
Initial Business Response / [redacted] (1000, 5, 2014/04/23) */ Contact Name and Title: [redacted] ***, cust rel mngr Contact Phone: XXXXXXXXXX Contact Email: ***@bobhowardauto.com I sincerely apologize for the lack of communicationThe customer's money is being refunded today as well as compensation for her time and trouble
Initial Business Response / [redacted] (1000, 5, 2014/07/10) */ The General Manager of the dealership has contacted the customer and both agreed that the dealership will go above and beyond what was promised by replacing the cabin air filter and providing an additional Ozone treatment to the vehicle
I have dealt with Bob Howard Chevy a many times over the last years mostly for serviceI even bought a vehicle from themlast visit however I was missed charged by there cashier and was under billedweeks after the I thought I had paid everything my wife received a call saying we owed dollars their cashier they needed it paid nowshe told them we would have to look into because we though we were paidafter which I called the dealership asking for them to email me the receipt so I could look at the mistakethis never happenedalmost a month later the call my wife saying they are going to put a lean on our vehicleI never received a bill or call to myself the owner of the vehicle which was bought from them the Service manager I spoke to was Chris Olson who talked over me and was very rude
Initial Business Response / [redacted] (1000, 5, 2014/06/27) */ This issue has been resolved with the customer prior to this complaint being submittedUnfortunately the customer's employer got involved and filed this complaint on behalf of the customerAll issues have been addressed and the customer is satisfied
Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ Contact Name and Title: [redacted] general manager Contact Phone: XXXXXXXXXX Contact Email: ***@bobhowardauto.com I apolagize for our lack of communication regarding the difference in how taxes are paid in oklahoma versus texasI will be more than happy to reemburse you the amount of $which should cover have of your tag expenses respectfully, [redacted] general manager Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for the prompt response ***I accept your offer for reimbursement and believe it is fair for both Bob Howard Dodge and me to each cover half of the extra costs beyond originally agreed final costI will gladly close this complaint upon receipt of reimbursement via mailPlease send certification of sent mail Thank you
Initial Business Response / [redacted] (1000, 5, 2014/10/06) */ Contact Name and Title: [redacted] Body shop mana Contact Phone: XXX-XXX-XXXX Ms. [redacted] stood in my office waiting for me to get off of a phone call, walked in, and told me that she was taking her vehicle elsewhere because we could not... repair it properly. I proceeded to explain to her that I had no knowledge of her repairs but would look into the matter. She told me "No. she was taking it somewhere else!" We did very minor repairs to her vehicle and USAA paid for the repairs. USAA also paid us to measure the vehicle from the underside although no bumper reinforcement damage was noted. The "body" of a unibody vehicle does not "shift forward" until frame rails are moved, these are all in spec. We did take three trim pieces off to look for further damage but found none and we did adjust the door so that the trim would not rub. Ms. [redacted] has said she is going to another Collision Center, and if they find additional damage, they can contact USAA for reimbursement. If USAA believes we charged for anything that was not done, they will certainly seek reimbursement. If another shop can find ADDITIONAL damage,USAA will cover that.
Initial Business Response / [redacted] (1000, 5, 2015/02/20) */ I am sorry but we do not hold vehiclesThere have been countless times people have told us they are coming to purchase and then never show up or that they'll be right backSo we sell on first come basesAppraisals of vehicles sight unseen are always subject to changeThere are too many variables that can not be noted in pictures or verbally
Initial Business Response / [redacted] (1000, 6, 2015/04/01) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: ***@bobhowardauto.com I went out and look at Mr [redacted] 's "missing' hood insulator after I looked at the photos and tried to imagaine why we would have removed it in order to repair the hoodAs I looked under the hood, I noticed all the residue that the serpentine belt had thrown up under the hood over a period of or 7yearsHad the vehicle had a hood insulator, this residue would not have been thereMr [redacted] also told me that the Emission decal had been under the hood insulator, and he had never seen it, to which I replied that it would violate Federal law to cover that decalI went inside, called Honda parts, and told them that Mr [redacted] was saying that his vehicle had a hood insulator to which they informed me that if his vehicle was a cylinder, it probably didn't have oneI told them I had to be sure and they told me to get the vehicle ID number off of his vehicleI did get it,JHMCPXXXXXCXXXXXX, and they ran it, and said this vehicle did not come with a hood insulator pad.I realize that some Honda Accords do, but most four cylinders do not, and only the VIN will tell you for sure.I called [redacted] at XXX-XXXX, if you want to verify this Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not agree with his remarks, Also I DO NOT wish to continue the process on this because 1) Waste of time fighting for a dollar part with this people 2) My car is more than 1/years old 3) I do not have any picture of it to show as a proof I still believe my car had oneI can still see the picture in my mind, but I can't proof it In the future, I will not do business with this group Lessons learned : Before giving a vehicle for repair, take as much as pictures inside and outside Advise same to friends and families God Bless! Please Cancel this process from here
Initial Business Response / [redacted] (1000, 5, 2015/07/27) */ We ordered the replacement SD card and it is being shipped to the customerWe apologize for the inconvenience Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their statement is categorically false!! I called the dealership today to check on the SD card because I have not received any phone calls about thisWas told the card was NEVER ordered, is not available and they can' t help me furtherAsked for the parts department manager to contact me by Monday noonThe also informed me verbally, that they have tried to reach me several times by phone but yet I have NO missed calls or messagesSo their response is totally untrueThis was supposed to be a brand new car with only 2-miles on it and the latest version of the navigation softwareInstead is has a yr old version and they are being unresponsive in my efforts to get this resolved Final Business Response / [redacted] (1000, 11, 2015/08/24) */ I did not start working at the dealership until, 8/1/so I have not seen this complaint I did however talk to the customer after they left a message on my phone I sent the customer an updated SD card so we should be in good shape Thanks, [redacted]
Car was towed to us and customer told us clutch was outCar would not start, we pushed it in the shop and technician found that car had little to no compression in most cylindersCalled and told customer our diagnosisCustomer called us liars and said we did not know what we were doingWe told the customer, if he did not agree with our opinion that he could have the car looked at by another service centerCustomer chose to have vehicle towed out of our service department
Initial Business Response / [redacted] (1000, 5, 2015/11/07) */ We have spoken to the customer and let him know what is going onWe are waiting on the state to produce a title and have explained this to the customerThe customer and I have come to an agreement and this issue will be resolved as quickly as possible
Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ Contact Name and Title: [redacted] GM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bobhowardauto.com Mr [redacted] , I sincerely apologize that you have had a less than satisfactory experienceWhen I spoke to you on the phone in regards to this issue I stated that we did in fact sell the car at an auctionI apologize that there was any miscommunication that was had during the transactionWe can try and find you a different Honda Civic but being that it is a pre-owned car it is hard to duplicate the exact vehicle you are looking for as the pre-owned market is different from the new car marketWe do apologize about the experience you had If you would like to see if we can find a replacement vehicle that would fit your vehicle needs please email me directly at [redacted] @bobhowardauto.com and I will do my best to resolve the issueOr you can also call me directly at XXX-XXX-XXXX Thank you [redacted] General Manager Bob Howard Toyota Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I provided a very thorough, detailed description of my experience with Bob Howard Toyota (part of the Bob Howard Auto Group)For the official response to be a tepid apology which attempts to describe my experience as a, "less than satisfactory experience," only adds insult to injuryIn light of how I was treated as a prospective customer finalizing a sale at your business, it is precisely the response I expected to receive The unfortunate circumstance that this dealership finds itself in is having a prospective customer whom you treated very poorly with evidence to substantiate my allegationsThis evidence includes phone records, text messages, and emails which prove the fraudulent "bait and switch" business practice in which your dealership is engagingThis complaint to the Revdex.com is not my final effort to dissuade customers from patronizing your place of businessIt is my responsibility as an educated, active consumer to use the tools available to me to make others aware of your business practicesI will use all social media and legal means available to me to sound the alarm to warn others away from youAlso, my complaints will be filed officially to give you an opportunity to correct your illegal business practices or risk others adding their personal stories to mine for corroborationI will be keeping copies of all the records, should they ever be requested or needed Final Business Response / [redacted] (4000, 9, 2015/12/24) */ Mr [redacted] , Thank you for your response back After reviewing the records that we show to have on our end it appears that the first lead generated on this particular car was on 11-30-at 9:23amWe responded back to that lead at 9:36am with an internet price of $16,plus our documentation feesIt then appears that you initiated a chat lead at 10:amAll our chat leads are managed by a third party and not here on the dealership premisesWe do this so that a consumer has instant response hours a day days a weekFrom the chat lead they gather your phone number and email address to get you more information and they state that the car appears to be available but would need to verify firstThen at 10:17am another email goes out stating that the internet price is $16,plus our documentation feesAll this is happening at the same time we have the car for sale on an online auction At the same time this car was listed for sale at an online auctionHowever the chat company nor the internet sales professionals were unware at the time it was listed for sale at the auctionThe used car manager sells that car at auction for $17,that same morning on the same dateWe sell cars retail and wholesale every monthWe do not hold cars anytime we get a lead on a carWe get multiple leads on cars at a time and the first deal in house that provides payment in full is the person or entity that buys the vehicle This was not done out of malice or a bait and switchThe vehicle was sold prior to your arrival here at the dealershipIt was simply miscommunication between our internet department and our used car sales manager and both deals happened at the same time during the same day I again sincerely apologize on behalf of Bob Howard Toyota and all the employees that you had interaction with and any of our third party providers such as our chat company
Initial Business Response /* (1000, 5, 2015/08/24) */
The vehicle was brought to Bob Howard Chevrolet for three repairs (1) Recall 14350, unintended ignition key rotation(2) Recall 14574, spark plug wire retainers(3) Vehicles idles rough - Did not want to start on the service
drive
We performed recalls at no charge and checked the engine outWe recommended a new engine
We DID NOT blow up his engineWe will trade him out of the vehicle but will not give him a vehicle
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Bob Howard Chevrolet is not being honestI brought the vehicle in for the recalls on 8-I was told it would be a couple of daysAfter no calls or returned calls I went to the service center on 8-The service guy told me that the recalls were done and they were running test to see why the car was rough idlingI then informed him I just wanted my car back that I would take to to my regular mechanic for any further repairs due to the fact that I was renting a car and it was getting too expensive this was about 6:that nightHe said it was hooked up to the machine and to give them until the next morning to have it readyThe next day I still hadn't received a phone call, I tried calling but kept getting transferred to the voice mailI gave my mother the number to try to contact someone due to the fact that I was at workShe called me and informed me that she had contacted someone at the service center and they told her that "In the process of them running test they locked up the engine"There should have been no reason for them to be running test on 8-when I specifically told the rep on 8-that nothing else was necessary that I would pay what I owed and just wanted to have my car back and that I would take it somewhere else (where I always go for repairs for the last years) for any additional repairs to my carHe apologized that it had taken so long but he said that he would need to the following dayAt that point on 8-my engine was NOT locked upThe recalls were DONE according to the repThere should have been NO reason for them to do anything else to my vehicle after I told him that I wanted nothing else done just to have the car returned to meThey claim that it "Did not want to start on the service drive" But it started and the recalls were doneThe engine locked up while they were running testWould the recorded conversation help?
Initial Business Response /* (1000, 5, 2014/01/28) */
We painted his doors, and of course if there is an issue, we will repaint itMr Rodriquez tells you that we did not remove his door handles but tells my general manager that we messed them up when removing themMr *** also went to
my general manager and received a free door lock actuator that he said we messed up when we were taking the door handles offIt still worked but was worn out like most 188K mile door lock actuators areI will look at his doors and repaint if necessary, but will not tolerate his incredibly foul language around my female employeesAfter he repeatedly used the "F" word around my lady employees I told him I wanted to leave.He said he was not going to leave and I almost had to call the policeI will help him, but he cannot use that language around my employees, and accuse us of painting parts of his vehicle that we did not paintI will not pay someone else to refinish doors as this vehicle has shoddy paint everywhere that we did not paint
Initial Business Response / [redacted] (1000, 5, 2015/05/21) */ Contact Name and Title: [redacted] Body shop mana Contact Phone: XXX-XXX-XXXX Contact Email: ***@bobhowardauto.com We did write an "estimate" and based on all the information we had, this appeared to be about a day repairWe bought a new door from Toyota, painted it, installed it, and mounted the spare tire on itthe door was not boneded well, from Toyota, and this is why the door didn't fit wellWe immediately ordered another new door, but it was not bonded either, at which time we called to determine a solution to a manufacture problem, not a Bob Howard Collision problemWe did indeed provide a rental unit, but we did not manufacture this doorWe will not provide insurance on the rental as it is unnecessary, because the [redacted] 's insurance will cover the rent car if they wreck it less there deductibleOnce again, it is hard to ESTIMATE that a factory door is going to need to be worked on and repainted in order to not "sag!" Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) They called us today at minutes until 6pm making it impossible to get to their business to get the carWe called to ask if they would wait a few minutes past so we could get the car and yet again they said noThe reason we got insurance and are not using our car insurance is because the deductible is if the job estimate was days paying dollars x days is cheaper than a deductibleIt has been close to weeks now it will be three weeks in Monday, we are now having to wait until Monday because you refused to wait minutes past close for us to get thereWe are not letting this g
You have caused us to pay two more weeks of rental insurance because you didn't know how to fix it and you said you had another Toyota with the same issueWe will pursue damages if this is not made right Final Business Response / [redacted] (4000, 11, 2015/06/19) */ We finished this car and paid the rent car for this customer that we did not owe, which amounted to $The problem wasn't with anything we did, it was the fact that Toyota did not finish building the doorWe did Toyota's job finishing the door, but told the [redacted] 's that they did not need rental insuranceYes they would have to pay $if the wrecked the rent car, the same as they would have to pay if in their own carThey chose the insurance, and we will not pay for itThe $per day was not cheaper than the $because they did not wreck the rent car!
The cancellation of GAP is being processed, we are very sorry we didnt complete much soonerIf you would like confirmation, please contact [redacted] at the dealership Thank you
To whom it may concern,I had talked with Mrs [redacted] earlier this weekI know for a fact that she was fully aware that she had purchased the Warranty in questionThe documentation that the Auto Group I work for would make it impossible for a customer to not know what they had, or had not purchasedMrs [redacted] has been informed that if she doesn’t want the extended warranty she has the legal right to cancel the warrantyI tried to reach out to Mrs [redacted] again this morningI left her a message to please call me
Initial Business Response / [redacted] (1000, 5, 2014/03/25) */ Customer brought Nissan 350Z to Smicklas Chevrolet Body shop for repairCustomer had an aftermarket ground effect kit installedSmicklas Chevrolet agreed to order the kit from the same custom company that the customer ordered the kit from years agoWhen it arrived the bumper was bolted just like the old bumperSmicklas Chevrolet is not a custom kit installer and does not do custom modificationsAfter the installation of the kit, it was apparent that the bumper did not fit like a Nissan bumper doesThere are no adjustments as on a factory bumperWhen the customer returned to the body shop to view the vehicle he was unhappy with the bumper installationThe body shop looked at all options to try to make the customer happyThe body shop contacted the customer's insurance company to discuss any options for resolution The insurance adjuster agreed that the custom vehicle shop that did the ground effects years ago would be the best option for the reinstallation The manager of the body shop offered to remove the amount the insurance company estimated to have the bumper installed so that the customer can take the vehicle to the custom shop in order to have the work completed thereSmicklas Chevrolet Body Shop will be happy to remove the amount the insurance company allotted for bumper installation as that is the only part of the repairs that are unsatisfactory
Initial Business Response / [redacted] (1000, 8, 2015/03/13) */ We apologize for this miscommunication, the finance department reached out to Ms [redacted] this morning and we are working on getting this matter taken care of Please note that we did not receive the first notice from the Revdex.com or we would have handled this sooner
We went to Bob Howard and purchased a new Zcorvette off of the showroom floorPrior we had spoken with them over the phone and the salesman had agreed to a price and some small extra items that would be thrown in for that priceWhen we got there the sales manager said that could not be honoredHe also wanted us to pay half of the cost of detailing the car before deliveryThere were many scratches on it and we refused to do so as this is over a 90K new carHe finally agreed to get it detailed and pay for itWe live out of town so I had to take the car back to them for it to be detailed so they had it for a couple of daysThey called me back and said the car was ready but the items that they promised us were still not thereWhen I got there to pick up the car I was in shock that there were now more scratches on it than before and told them I would not accept itThey kept it once again and said they would send it out to someone to do it rightIt took a month or better to get the items that they had promised us and we never got a survey from the company to fill outSince I did not get any survey I will put my review here in hopes others do not have to deal with this
Initial Business Response / [redacted] (1000, 5, 2014/04/23) */ Contact Name and Title: [redacted] ***, cust rel mngr Contact Phone: XXXXXXXXXX Contact Email: ***@bobhowardauto.com I sincerely apologize for the lack of communicationThe customer's money is being refunded today as well as compensation for her time and trouble
Initial Business Response / [redacted] (1000, 5, 2014/07/10) */ The General Manager of the dealership has contacted the customer and both agreed that the dealership will go above and beyond what was promised by replacing the cabin air filter and providing an additional Ozone treatment to the vehicle
I have dealt with Bob Howard Chevy a many times over the last years mostly for serviceI even bought a vehicle from themlast visit however I was missed charged by there cashier and was under billedweeks after the I thought I had paid everything my wife received a call saying we owed dollars their cashier they needed it paid nowshe told them we would have to look into because we though we were paidafter which I called the dealership asking for them to email me the receipt so I could look at the mistakethis never happenedalmost a month later the call my wife saying they are going to put a lean on our vehicleI never received a bill or call to myself the owner of the vehicle which was bought from them the Service manager I spoke to was Chris Olson who talked over me and was very rude
Initial Business Response / [redacted] (1000, 5, 2014/06/27) */ This issue has been resolved with the customer prior to this complaint being submittedUnfortunately the customer's employer got involved and filed this complaint on behalf of the customerAll issues have been addressed and the customer is satisfied
Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ Contact Name and Title: [redacted] general manager Contact Phone: XXXXXXXXXX Contact Email: ***@bobhowardauto.com I apolagize for our lack of communication regarding the difference in how taxes are paid in oklahoma versus texasI will be more than happy to reemburse you the amount of $which should cover have of your tag expenses respectfully, [redacted] general manager Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for the prompt response ***I accept your offer for reimbursement and believe it is fair for both Bob Howard Dodge and me to each cover half of the extra costs beyond originally agreed final costI will gladly close this complaint upon receipt of reimbursement via mailPlease send certification of sent mail Thank you
Initial Business Response / [redacted] (1000, 5, 2014/10/06) */ Contact Name and Title: [redacted] Body shop mana Contact Phone: XXX-XXX-XXXX Ms. [redacted] stood in my office waiting for me to get off of a phone call, walked in, and told me that she was taking her vehicle elsewhere because we could not... repair it properly. I proceeded to explain to her that I had no knowledge of her repairs but would look into the matter. She told me "No. she was taking it somewhere else!" We did very minor repairs to her vehicle and USAA paid for the repairs. USAA also paid us to measure the vehicle from the underside although no bumper reinforcement damage was noted. The "body" of a unibody vehicle does not "shift forward" until frame rails are moved, these are all in spec. We did take three trim pieces off to look for further damage but found none and we did adjust the door so that the trim would not rub. Ms. [redacted] has said she is going to another Collision Center, and if they find additional damage, they can contact USAA for reimbursement. If USAA believes we charged for anything that was not done, they will certainly seek reimbursement. If another shop can find ADDITIONAL damage,USAA will cover that.
Initial Business Response / [redacted] (1000, 5, 2015/02/20) */ I am sorry but we do not hold vehiclesThere have been countless times people have told us they are coming to purchase and then never show up or that they'll be right backSo we sell on first come basesAppraisals of vehicles sight unseen are always subject to changeThere are too many variables that can not be noted in pictures or verbally
Initial Business Response / [redacted] (1000, 6, 2015/04/01) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: ***@bobhowardauto.com I went out and look at Mr [redacted] 's "missing' hood insulator after I looked at the photos and tried to imagaine why we would have removed it in order to repair the hoodAs I looked under the hood, I noticed all the residue that the serpentine belt had thrown up under the hood over a period of or 7yearsHad the vehicle had a hood insulator, this residue would not have been thereMr [redacted] also told me that the Emission decal had been under the hood insulator, and he had never seen it, to which I replied that it would violate Federal law to cover that decalI went inside, called Honda parts, and told them that Mr [redacted] was saying that his vehicle had a hood insulator to which they informed me that if his vehicle was a cylinder, it probably didn't have oneI told them I had to be sure and they told me to get the vehicle ID number off of his vehicleI did get it,JHMCPXXXXXCXXXXXX, and they ran it, and said this vehicle did not come with a hood insulator pad.I realize that some Honda Accords do, but most four cylinders do not, and only the VIN will tell you for sure.I called [redacted] at XXX-XXXX, if you want to verify this Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not agree with his remarks, Also I DO NOT wish to continue the process on this because 1) Waste of time fighting for a dollar part with this people 2) My car is more than 1/years old 3) I do not have any picture of it to show as a proof I still believe my car had oneI can still see the picture in my mind, but I can't proof it In the future, I will not do business with this group Lessons learned : Before giving a vehicle for repair, take as much as pictures inside and outside Advise same to friends and families God Bless! Please Cancel this process from here
Initial Business Response / [redacted] (1000, 5, 2015/07/27) */ We ordered the replacement SD card and it is being shipped to the customerWe apologize for the inconvenience Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their statement is categorically false!! I called the dealership today to check on the SD card because I have not received any phone calls about thisWas told the card was NEVER ordered, is not available and they can' t help me furtherAsked for the parts department manager to contact me by Monday noonThe also informed me verbally, that they have tried to reach me several times by phone but yet I have NO missed calls or messagesSo their response is totally untrueThis was supposed to be a brand new car with only 2-miles on it and the latest version of the navigation softwareInstead is has a yr old version and they are being unresponsive in my efforts to get this resolved Final Business Response / [redacted] (1000, 11, 2015/08/24) */ I did not start working at the dealership until, 8/1/so I have not seen this complaint I did however talk to the customer after they left a message on my phone I sent the customer an updated SD card so we should be in good shape Thanks, [redacted]
Car was towed to us and customer told us clutch was outCar would not start, we pushed it in the shop and technician found that car had little to no compression in most cylindersCalled and told customer our diagnosisCustomer called us liars and said we did not know what we were doingWe told the customer, if he did not agree with our opinion that he could have the car looked at by another service centerCustomer chose to have vehicle towed out of our service department
Initial Business Response / [redacted] (1000, 5, 2015/11/07) */ We have spoken to the customer and let him know what is going onWe are waiting on the state to produce a title and have explained this to the customerThe customer and I have come to an agreement and this issue will be resolved as quickly as possible
Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ Contact Name and Title: [redacted] GM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bobhowardauto.com Mr [redacted] , I sincerely apologize that you have had a less than satisfactory experienceWhen I spoke to you on the phone in regards to this issue I stated that we did in fact sell the car at an auctionI apologize that there was any miscommunication that was had during the transactionWe can try and find you a different Honda Civic but being that it is a pre-owned car it is hard to duplicate the exact vehicle you are looking for as the pre-owned market is different from the new car marketWe do apologize about the experience you had If you would like to see if we can find a replacement vehicle that would fit your vehicle needs please email me directly at [redacted] @bobhowardauto.com and I will do my best to resolve the issueOr you can also call me directly at XXX-XXX-XXXX Thank you [redacted] General Manager Bob Howard Toyota Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I provided a very thorough, detailed description of my experience with Bob Howard Toyota (part of the Bob Howard Auto Group)For the official response to be a tepid apology which attempts to describe my experience as a, "less than satisfactory experience," only adds insult to injuryIn light of how I was treated as a prospective customer finalizing a sale at your business, it is precisely the response I expected to receive The unfortunate circumstance that this dealership finds itself in is having a prospective customer whom you treated very poorly with evidence to substantiate my allegationsThis evidence includes phone records, text messages, and emails which prove the fraudulent "bait and switch" business practice in which your dealership is engagingThis complaint to the Revdex.com is not my final effort to dissuade customers from patronizing your place of businessIt is my responsibility as an educated, active consumer to use the tools available to me to make others aware of your business practicesI will use all social media and legal means available to me to sound the alarm to warn others away from youAlso, my complaints will be filed officially to give you an opportunity to correct your illegal business practices or risk others adding their personal stories to mine for corroborationI will be keeping copies of all the records, should they ever be requested or needed Final Business Response / [redacted] (4000, 9, 2015/12/24) */ Mr [redacted] , Thank you for your response back After reviewing the records that we show to have on our end it appears that the first lead generated on this particular car was on 11-30-at 9:23amWe responded back to that lead at 9:36am with an internet price of $16,plus our documentation feesIt then appears that you initiated a chat lead at 10:amAll our chat leads are managed by a third party and not here on the dealership premisesWe do this so that a consumer has instant response hours a day days a weekFrom the chat lead they gather your phone number and email address to get you more information and they state that the car appears to be available but would need to verify firstThen at 10:17am another email goes out stating that the internet price is $16,plus our documentation feesAll this is happening at the same time we have the car for sale on an online auction At the same time this car was listed for sale at an online auctionHowever the chat company nor the internet sales professionals were unware at the time it was listed for sale at the auctionThe used car manager sells that car at auction for $17,that same morning on the same dateWe sell cars retail and wholesale every monthWe do not hold cars anytime we get a lead on a carWe get multiple leads on cars at a time and the first deal in house that provides payment in full is the person or entity that buys the vehicle This was not done out of malice or a bait and switchThe vehicle was sold prior to your arrival here at the dealershipIt was simply miscommunication between our internet department and our used car sales manager and both deals happened at the same time during the same day I again sincerely apologize on behalf of Bob Howard Toyota and all the employees that you had interaction with and any of our third party providers such as our chat company
Initial Business Response /* (1000, 5, 2015/08/24) */
The vehicle was brought to Bob Howard Chevrolet for three repairs (1) Recall 14350, unintended ignition key rotation(2) Recall 14574, spark plug wire retainers(3) Vehicles idles rough - Did not want to start on the service
drive
We performed recalls at no charge and checked the engine outWe recommended a new engine
We DID NOT blow up his engineWe will trade him out of the vehicle but will not give him a vehicle
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Bob Howard Chevrolet is not being honestI brought the vehicle in for the recalls on 8-I was told it would be a couple of daysAfter no calls or returned calls I went to the service center on 8-The service guy told me that the recalls were done and they were running test to see why the car was rough idlingI then informed him I just wanted my car back that I would take to to my regular mechanic for any further repairs due to the fact that I was renting a car and it was getting too expensive this was about 6:that nightHe said it was hooked up to the machine and to give them until the next morning to have it readyThe next day I still hadn't received a phone call, I tried calling but kept getting transferred to the voice mailI gave my mother the number to try to contact someone due to the fact that I was at workShe called me and informed me that she had contacted someone at the service center and they told her that "In the process of them running test they locked up the engine"There should have been no reason for them to be running test on 8-when I specifically told the rep on 8-that nothing else was necessary that I would pay what I owed and just wanted to have my car back and that I would take it somewhere else (where I always go for repairs for the last years) for any additional repairs to my carHe apologized that it had taken so long but he said that he would need to the following dayAt that point on 8-my engine was NOT locked upThe recalls were DONE according to the repThere should have been NO reason for them to do anything else to my vehicle after I told him that I wanted nothing else done just to have the car returned to meThey claim that it "Did not want to start on the service drive" But it started and the recalls were doneThe engine locked up while they were running testWould the recorded conversation help?
Initial Business Response /* (1000, 5, 2014/01/28) */
We painted his doors, and of course if there is an issue, we will repaint itMr Rodriquez tells you that we did not remove his door handles but tells my general manager that we messed them up when removing themMr *** also went to
my general manager and received a free door lock actuator that he said we messed up when we were taking the door handles offIt still worked but was worn out like most 188K mile door lock actuators areI will look at his doors and repaint if necessary, but will not tolerate his incredibly foul language around my female employeesAfter he repeatedly used the "F" word around my lady employees I told him I wanted to leave.He said he was not going to leave and I almost had to call the policeI will help him, but he cannot use that language around my employees, and accuse us of painting parts of his vehicle that we did not paintI will not pay someone else to refinish doors as this vehicle has shoddy paint everywhere that we did not paint