Initial Business Response /* (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.
Had me travel for Tulsa Oklahoma on July 4th weekend to Bob Howard Chrysler Jeep and Dodge. Have documentation as to the deal they agreed too. Once arrived, they changed the price, trade in and financing. Everything changed. Not trust worthy
The cancellation of GAP is being processed, we are very sorry we didnt complete much sooner. If you would like confirmation, please contact [redacted] at the dealership.
Initial Business Response /* (1000, 5, 2014/04/23) */
Contact Name and Title: [redacted], cust rel mngr
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bobhowardauto.com
I sincerely apologize for the lack of communication. The customer's money is being refunded today as well as...
Initial Business Response /* (1000, 5, 2015/07/27) */
We ordered the replacement SD card and it is being shipped to the customer. We apologize for the inconvenience.
Initial Consumer Rebuttal /* (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 this. Was told the card was NEVER ordered, is not available and they can' t help me further. Asked for the parts department manager to contact me by Monday noon. The also informed me verbally, that they have tried to reach me several times by phone but yet I have NO missed calls or messages. So their response is totally untrue. This was supposed to be a brand new car with only 2-3 miles on it and the latest version of the navigation software. Instead is has a 2 yr old version and they are being unresponsive in my efforts to get this resolved.
Final Business Response /* (1000, 11, 2015/08/24) */
I did not start working at the dealership until, 8/1/15 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]
Initial Business Response /* (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 experience. When I spoke to you on the phone...
in regards to this issue I stated that we did in fact sell the car at an auction. I apologize that there was any miscommunication that was had during the transaction. We 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 market. We 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 issue. Or you can also call me directly at XXX-XXX-XXXX.
Thank you
[redacted]
General Manager
Bob Howard Toyota
Initial Consumer Rebuttal /* (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 injury. In 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 allegations. This evidence includes phone records, text messages, and emails which prove the fraudulent "bait and switch" business practice in which your dealership is engaging. This complaint to the Revdex.com is not my final effort to dissuade customers from patronizing your place of business. It is my responsibility as an educated, active consumer to use the tools available to me to make others aware of your business practices. I will use all social media and legal means available to me to sound the alarm to warn others away from you. Also, 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 corroboration. I will be keeping copies of all the records, should they ever be requested or needed.
Final Business Response /* (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 11-30-15 at 9:23am. We responded back to that lead at 9:36am with an internet price of $16,784 plus our documentation fees. It then appears that you initiated a chat lead at 10:15 am. All our chat leads are managed by a third party and not here on the dealership premises. We do this so that a consumer has instant response 24 hours a day 365 days a week. From 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 first. Then at 10:17am another email goes out stating that the internet price is $16,784 plus our documentation fees. All 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 auction. However the chat company nor the internet sales professionals were unware at the time it was listed for sale at the auction. The used car manager sells that car at auction for $17,400 that same morning on the same date. We sell cars retail and wholesale every month. We do not hold cars anytime we get a lead on a car. We 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 switch. The vehicle was sold prior to your arrival here at the dealership. It 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, 2015/10/23) */
Contact Name and Title: [redacted] General Manag
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bobhowardauto.com
Thank you for bringing this to our attention. We sincerely apologize that the we owe work hasn't been completed yet....
We have left a voicemail for you on 10/23/15 at 12:33pm. We would like to hear back from you in order to get this issue resolved. We look forward to getting this issue resolved so that you can enjoy your car. We again apologize that the we owe work hasn't been completed. If you need anything else, please do not hesitate to give us a call.
Initial Business Response /* (1000, 8, 2014/12/04) */
Contact Name and Title: [redacted] General Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@group1auto.com
Mr. [redacted] was never told he couldnt purchase a vehicle with $19.00 down. We did, however, show him different options...
with a substantial amount higher than $19.00 as a down payment. Reason being, Mr. [redacted] is in a negative equity position with his Trade-In(s). His negative equity caused the vehicle of his interest to fall outside the lending guidelines which are set by the banks. Please contact me with any further questions,
[redacted]
General Manager
Bob Howard CJDR
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 10, 2014/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told the specific vehicle I was inquiring about was not available, at least not to me, for nineteen dollars down. The sales person told me they probably couldn't do it, but would ask and give me a call back. I never received a call. When I showed up to the dealership to follow up, the truck was sold and was told by another sales associate that the truck did in fact qualify.
The dealership's ad made no mention to a bank's standing on or policy of a person's equity in a vehicle or that some vehicles qualify more or less than others. After filling out two credit applications and recieving emails and phone calls from the sales department about this special, one might be led to believe "any new or used vehicle on the lot", "$19 down", "good credit, bad credit, and no credit", and "all applications accepted" might mean just that.
Initial Business Response /* (1000, 5, 2015/05/21) */
Contact Name and Title: [redacted] Body shop mana
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bobhowardauto.com
We did write an "estimate" and based on all the information we had, this appeared to be about a 5 day repair. We...
bought a new door from Toyota, painted it, installed it, and mounted the spare tire on it. the door was not boneded well, from Toyota, and this is why the door didn't fit well. We 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 problem. We did indeed provide a rental unit, but we did not manufacture this door. We 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 deductible. Once 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 /* (3000, 7, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They called us today at 20 minutes until 6pm making it impossible to get to their business to get the car. We called to ask if they would wait a few minutes past 6 so we could get the car and yet again they said no. The reason we got insurance and are not using our car insurance is because the deductible is 500 if the job estimate was 5 days paying 17 dollars x 5 days is cheaper than a 500 deductible. It has been close to 3 weeks now it will be three weeks in Monday, we are now having to wait until Monday because you refused to wait 10 minutes past close for us to get there. We are not letting this go. 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 issue. We will pursue damages if this is not made right.
Final Business Response /* (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 $630.00. The problem wasn't with anything we did, it was the fact that Toyota did not finish building the door. We did Toyota's job finishing the door, but told the [redacted]'s that they did not need rental insurance. Yes they would have to pay $500.00 if the wrecked the rent car, the same as they would have to pay if in their own car. They chose the insurance, and we will not pay for it. The $17.00 per day was not cheaper than the $500.00 because they did not wreck the rent car!
I have dealt with Bob Howard Chevy a many times over the last years mostly for service. I even bought a vehicle from them. last visit however I was missed charged by there cashier and was under billed. 3 weeks after the I thought I had paid everything my wife received a call saying we owed 432 dollars their cashier they needed it paid now.... she told them we would have to look into because we though we were paid. after which I called the dealership asking for them to email me the receipt so I could look at the mistake. this never happened... almost a month later the call my wife saying they are going to put a lean on our vehicle. I 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 /* (1000, 5, 2014/06/26) */
We are very sorry for the misunderstanding regarding Mr. [redacted]'s stereo system. Mr. [redacted] originally asked for a Juke with blue tooth capability, and this vehicle is equipped with blue tooth. However after the fact Mr. [redacted] returned...
becasue the vehicle does not have the blue tooth audio capability. This was not known at the time of sale. Unfortunately, no 2014 Juke comes equipped with the blue tooth audio capability, and we have tried various avenues to try and appease him. Unfortunately, until blue tooth audio is available on a Juke, we have no way of rectifying this problem for him. We offered to trade him out of his car to no avail. An automobile is titled property, and is not easy to just back out a transaction and reverse funding and lien registrations. He was not interested in trading his vehicle for another. It is unfortunate that he is so upset about a feature on his car that is not available on any model of 2014 Juke. We have searched on his behalf for aftermarket equipment that might help to rectify this but have been unable to locate any, and have been in contact with Nissan but they do not offer this option. He said that he saw this on Nissan's website, but we cannot locate any option to rectify the problem.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It was indeed made very clear that I needed a navigation system and that I wanted to stream Bluetooth audio. The sales person said that it did but responded later saying he just thought my phone wasn't compatible. If you follow this link you will see that the 2014 Juke can come with the NissanConnect navigation/stereo package as an option: http://www.nissanusa.com/connect/?tool=footer.connect.link1
The dealership could have and still can order a 2014 Juke with the stereo I thought I was getting in the first place. The offer they have given me for resolution is to trade in my car for a 2015. This is not a resolution. I could trade out my car anyway if I didn't want it. I just want what I thought I was getting from the start. If they don't have one at their dealership they can get one.
Final Business Response /* (4000, 9, 2014/07/04) */
We regret that despite numerous conversations and visits with the customer, we are unable to resolve this in a manner acceptable to him. The entire incident is a misunderstanding on his part. He researched the Juke online and came in and bought the model that he wanted. The model has Bluetooth, but not audio streaming. He purchased based on his research and if he would have known he needed navigation, he would have purchased it. Bob Howard Nissan has a long standing reputation of good customer service and we stand behind this reputation.
Initial Business Response /* (1000, 5, 2014/06/27) */
This issue has been resolved with the customer prior to this complaint being submitted. Unfortunately the customer's employer got involved and filed this complaint on behalf of the customer. All issues have been addressed and the...
I am very sorry you had a bad experience at our dealership. Yes we should have rechecked the lug nuts on your car, I will gladly take care of your next service visit on your 2008 Malibu. I know that may be a few months from now, but I can have you go to Smicklas Chevy on...
NW Expressway of you do not want to go to Bob Howard Chevy again. Again, I am very sorry.
Thank you
Initial Business Response /* (1000, 5, 2015/04/13) */
Your GAP insurance refund was processed when the cancelation request was turned in. A refund can take up to 8 weeks to be fully processed. I apologize for any delays that happened during your cancelation process and I apologize for it...
taking longer than anticipated. Our records do show that the check was processed and sent out to your address on April 8th, 2015. I have a copy of the check that was sent and the check number. If you have not received that check as of today, please notify us so that we can get you a new check ASAP. If you have any other questions please do not hesitate to reach out to us. Again I apologize about the delay.
Sincerely
[redacted]
General Manager
Bob Howard Honda
Initial Business Response /* (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 /* (1000, 5, 2015/02/20) */
I am sorry but we do not hold vehicles. There have been countless times people have told us they are coming to purchase and then never show up or that they'll be right back. So we sell on first come bases. Appraisals of vehicles sight...
unseen are always subject to change. There are too many variables that can not be noted in pictures or verbally.
Initial Business Response /* (1000, 5, 2014/05/29) */
The documentation fee is disclosed and made apparent on all sales person's desks and throughout the dealership. The customer had the ability to not purchase the vehicle if he had chosen not to pay the documentation fee. The...
documentation fee is disclosed on the documents he signed up front so the customer was fully aware of the fee. The fee will not be refunded.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I do not accept the response. I should have been advised upfront about the fee when I spoke several times to the sales staff before going from Dallas To Oklahoma City. They charged this fee also to check my Credit which was not needed since I paid cash.
Thanks [redacted]
Final Business Response /* (4000, 9, 2014/05/30) */
The fee is displayed on our website under each description of the vehicle. Below is the exact wording found on the website. Again there will be no reimbursement of the fee.
"*Picture may not represent actual vehicle. Price varies based on Trim Levels and Options. See Dealer for in-stock inventory & actual selling price. All prices plus tax, title & license with approved credit. MSRP includes delivery, processing, and handling fees. Dealer doc fee $399 not included in price. Prices may be different outside of each advertised period and do not necessarily reflect cash price at any other time."
Initial Business Response /* (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...
Mr. [redacted], In response to the Jeep Wrangler you purchased from us back on November 30 2015 I went and pulled your deal file so I could better answer all your questions and respond appropriately. Attached you will find...
copies of the law contract, our menu that shows all our warranty options that we offered to you, the option you selected and the purchase order on your Jeep. On all the documents enclosed the warranty price was fully disclosed to you and on the menu the payment with the price matches the payment on your contract and the price of the warranty on the contract. To say we didn’t provide a clean transaction is a little misleading pertaining to all the documents that were signed. However, it does appear that you did have a less than satisfactory experience and for that I do sincerely apologize. If you do not want the warranty that was purchased that is not a problem I would be more than happy to cancel it for you. All you need to do is fill out the enclosed cancelation forms and I will make sure that it is processed right away and that it is a priority to be canceled. Since there is a lien on the vehicle that refund amount will be applied to your loan and the money issued will go directly to Capital One and it will lower your overall loan balance. The payment will not change but it will be applied to your loan. I again apologize for the unsatisfactory experience that you had with us. If there is anything else I can do in the future please let me know. Sincerely, [redacted] General Manager Bob Howard Toyota [redacted]
I have heard numerous complaints regarding Bob Howard service in the past, but felt surely those couldn't possibly apply to me because I was after all purchasing a NEW vehicle - what could possibly go wrong with that. Well.... on Thursday, April 16, 2015 after my commute from UCO to Belle Isle area in Oklahoma City - strictly in town driving, I noticed differential fluid leaking from the backend of my NEW 2015 (purchase October 31, 2014) Jeep Cherokee Sport - TRAIL RATED - brought the car in First thing Friday morning, April 17, 2016 (mind you I only had 6400 miles on the vehicle). I was told this was a "ROAD HAZARD" issue and not a warranty issue. My insurance was contacted and of course AAA paid for the repair, minus my deductible of $500. However, I am SURE beyond a shadow of a doubt any other dealership would have warrantied that part. How can a TRAIL RATED vehicle and especially after watching all of the videos for this vehicle, get a hole in the differential by a tiny little rock??????? Makes no sense whatsoever. The hole was about the size of the end of an ink pen, just to give you some idea. If the JEEP CHEROKEE SPORT is such a weenie vehicle, what on earth is it doing with a TRAIL RATING???????????
By the way.... It took 2 WEEKS for my vehicle to be fixed. I picked it up yesterday, April 24, 2015.
Initial Business Response /* (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.
Had me travel for Tulsa Oklahoma on July 4th weekend to Bob Howard Chrysler Jeep and Dodge. Have documentation as to the deal they agreed too. Once arrived, they changed the price, trade in and financing. Everything changed. Not trust worthy
The cancellation of GAP is being processed, we are very sorry we didnt complete much sooner. If you would like confirmation, please contact [redacted] at the dealership.
Thank you
Initial Business Response /* (1000, 5, 2014/04/23) */
Contact Name and Title: [redacted], cust rel mngr
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bobhowardauto.com
I sincerely apologize for the lack of communication. The customer's money is being refunded today as well as...
compensation for her time and trouble.
Initial Business Response /* (1000, 5, 2015/07/27) */
We ordered the replacement SD card and it is being shipped to the customer. We apologize for the inconvenience.
Initial Consumer Rebuttal /* (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 this. Was told the card was NEVER ordered, is not available and they can' t help me further. Asked for the parts department manager to contact me by Monday noon. The also informed me verbally, that they have tried to reach me several times by phone but yet I have NO missed calls or messages. So their response is totally untrue. This was supposed to be a brand new car with only 2-3 miles on it and the latest version of the navigation software. Instead is has a 2 yr old version and they are being unresponsive in my efforts to get this resolved.
Final Business Response /* (1000, 11, 2015/08/24) */
I did not start working at the dealership until, 8/1/15 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]
Initial Business Response /* (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 experience. When I spoke to you on the phone...
in regards to this issue I stated that we did in fact sell the car at an auction. I apologize that there was any miscommunication that was had during the transaction. We 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 market. We 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 issue. Or you can also call me directly at XXX-XXX-XXXX.
Thank you
[redacted]
General Manager
Bob Howard Toyota
Initial Consumer Rebuttal /* (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 injury. In 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 allegations. This evidence includes phone records, text messages, and emails which prove the fraudulent "bait and switch" business practice in which your dealership is engaging. This complaint to the Revdex.com is not my final effort to dissuade customers from patronizing your place of business. It is my responsibility as an educated, active consumer to use the tools available to me to make others aware of your business practices. I will use all social media and legal means available to me to sound the alarm to warn others away from you. Also, 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 corroboration. I will be keeping copies of all the records, should they ever be requested or needed.
Final Business Response /* (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 11-30-15 at 9:23am. We responded back to that lead at 9:36am with an internet price of $16,784 plus our documentation fees. It then appears that you initiated a chat lead at 10:15 am. All our chat leads are managed by a third party and not here on the dealership premises. We do this so that a consumer has instant response 24 hours a day 365 days a week. From 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 first. Then at 10:17am another email goes out stating that the internet price is $16,784 plus our documentation fees. All 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 auction. However the chat company nor the internet sales professionals were unware at the time it was listed for sale at the auction. The used car manager sells that car at auction for $17,400 that same morning on the same date. We sell cars retail and wholesale every month. We do not hold cars anytime we get a lead on a car. We 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 switch. The vehicle was sold prior to your arrival here at the dealership. It 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, 2015/10/23) */
Contact Name and Title: [redacted] General Manag
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bobhowardauto.com
Thank you for bringing this to our attention. We sincerely apologize that the we owe work hasn't been completed yet....
We have left a voicemail for you on 10/23/15 at 12:33pm. We would like to hear back from you in order to get this issue resolved. We look forward to getting this issue resolved so that you can enjoy your car. We again apologize that the we owe work hasn't been completed. If you need anything else, please do not hesitate to give us a call.
Initial Business Response /* (1000, 8, 2014/12/04) */
Contact Name and Title: [redacted] General Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@group1auto.com
Mr. [redacted] was never told he couldnt purchase a vehicle with $19.00 down. We did, however, show him different options...
with a substantial amount higher than $19.00 as a down payment. Reason being, Mr. [redacted] is in a negative equity position with his Trade-In(s). His negative equity caused the vehicle of his interest to fall outside the lending guidelines which are set by the banks. Please contact me with any further questions,
[redacted]
General Manager
Bob Howard CJDR
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 10, 2014/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told the specific vehicle I was inquiring about was not available, at least not to me, for nineteen dollars down. The sales person told me they probably couldn't do it, but would ask and give me a call back. I never received a call. When I showed up to the dealership to follow up, the truck was sold and was told by another sales associate that the truck did in fact qualify.
The dealership's ad made no mention to a bank's standing on or policy of a person's equity in a vehicle or that some vehicles qualify more or less than others. After filling out two credit applications and recieving emails and phone calls from the sales department about this special, one might be led to believe "any new or used vehicle on the lot", "$19 down", "good credit, bad credit, and no credit", and "all applications accepted" might mean just that.
Initial Business Response /* (1000, 5, 2015/05/21) */
Contact Name and Title: [redacted] Body shop mana
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bobhowardauto.com
We did write an "estimate" and based on all the information we had, this appeared to be about a 5 day repair. We...
bought a new door from Toyota, painted it, installed it, and mounted the spare tire on it. the door was not boneded well, from Toyota, and this is why the door didn't fit well. We 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 problem. We did indeed provide a rental unit, but we did not manufacture this door. We 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 deductible. Once 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 /* (3000, 7, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They called us today at 20 minutes until 6pm making it impossible to get to their business to get the car. We called to ask if they would wait a few minutes past 6 so we could get the car and yet again they said no. The reason we got insurance and are not using our car insurance is because the deductible is 500 if the job estimate was 5 days paying 17 dollars x 5 days is cheaper than a 500 deductible. It has been close to 3 weeks now it will be three weeks in Monday, we are now having to wait until Monday because you refused to wait 10 minutes past close for us to get there. We are not letting this go. 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 issue. We will pursue damages if this is not made right.
Final Business Response /* (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 $630.00. The problem wasn't with anything we did, it was the fact that Toyota did not finish building the door. We did Toyota's job finishing the door, but told the [redacted]'s that they did not need rental insurance. Yes they would have to pay $500.00 if the wrecked the rent car, the same as they would have to pay if in their own car. They chose the insurance, and we will not pay for it. The $17.00 per day was not cheaper than the $500.00 because they did not wreck the rent car!
I have dealt with Bob Howard Chevy a many times over the last years mostly for service. I even bought a vehicle from them. last visit however I was missed charged by there cashier and was under billed. 3 weeks after the I thought I had paid everything my wife received a call saying we owed 432 dollars their cashier they needed it paid now.... she told them we would have to look into because we though we were paid. after which I called the dealership asking for them to email me the receipt so I could look at the mistake. this never happened... almost a month later the call my wife saying they are going to put a lean on our vehicle. I 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 /* (1000, 5, 2014/06/26) */
We are very sorry for the misunderstanding regarding Mr. [redacted]'s stereo system. Mr. [redacted] originally asked for a Juke with blue tooth capability, and this vehicle is equipped with blue tooth. However after the fact Mr. [redacted] returned...
becasue the vehicle does not have the blue tooth audio capability. This was not known at the time of sale. Unfortunately, no 2014 Juke comes equipped with the blue tooth audio capability, and we have tried various avenues to try and appease him. Unfortunately, until blue tooth audio is available on a Juke, we have no way of rectifying this problem for him. We offered to trade him out of his car to no avail. An automobile is titled property, and is not easy to just back out a transaction and reverse funding and lien registrations. He was not interested in trading his vehicle for another. It is unfortunate that he is so upset about a feature on his car that is not available on any model of 2014 Juke. We have searched on his behalf for aftermarket equipment that might help to rectify this but have been unable to locate any, and have been in contact with Nissan but they do not offer this option. He said that he saw this on Nissan's website, but we cannot locate any option to rectify the problem.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It was indeed made very clear that I needed a navigation system and that I wanted to stream Bluetooth audio. The sales person said that it did but responded later saying he just thought my phone wasn't compatible. If you follow this link you will see that the 2014 Juke can come with the NissanConnect navigation/stereo package as an option: http://www.nissanusa.com/connect/?tool=footer.connect.link1
The dealership could have and still can order a 2014 Juke with the stereo I thought I was getting in the first place. The offer they have given me for resolution is to trade in my car for a 2015. This is not a resolution. I could trade out my car anyway if I didn't want it. I just want what I thought I was getting from the start. If they don't have one at their dealership they can get one.
Final Business Response /* (4000, 9, 2014/07/04) */
We regret that despite numerous conversations and visits with the customer, we are unable to resolve this in a manner acceptable to him. The entire incident is a misunderstanding on his part. He researched the Juke online and came in and bought the model that he wanted. The model has Bluetooth, but not audio streaming. He purchased based on his research and if he would have known he needed navigation, he would have purchased it. Bob Howard Nissan has a long standing reputation of good customer service and we stand behind this reputation.
Initial Business Response /* (1000, 5, 2014/06/27) */
This issue has been resolved with the customer prior to this complaint being submitted. Unfortunately the customer's employer got involved and filed this complaint on behalf of the customer. All issues have been addressed and the...
customer is satisfied.
[redacted]
I am very sorry you had a bad experience at our dealership. Yes we should have rechecked the lug nuts on your car, I will gladly take care of your next service visit on your 2008 Malibu. I know that may be a few months from now, but I can have you go to Smicklas Chevy on...
NW Expressway of you do not want to go to Bob Howard Chevy again. Again, I am very sorry.
Thank you
[redacted]
Initial Business Response /* (1000, 5, 2015/04/13) */
Your GAP insurance refund was processed when the cancelation request was turned in. A refund can take up to 8 weeks to be fully processed. I apologize for any delays that happened during your cancelation process and I apologize for it...
taking longer than anticipated. Our records do show that the check was processed and sent out to your address on April 8th, 2015. I have a copy of the check that was sent and the check number. If you have not received that check as of today, please notify us so that we can get you a new check ASAP. If you have any other questions please do not hesitate to reach out to us. Again I apologize about the delay.
Sincerely
[redacted]
General Manager
Bob Howard Honda
Initial Business Response /* (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 /* (1000, 5, 2015/02/20) */
I am sorry but we do not hold vehicles. There have been countless times people have told us they are coming to purchase and then never show up or that they'll be right back. So we sell on first come bases. Appraisals of vehicles sight...
unseen are always subject to change. There are too many variables that can not be noted in pictures or verbally.
Initial Business Response /* (1000, 5, 2014/05/29) */
The documentation fee is disclosed and made apparent on all sales person's desks and throughout the dealership. The customer had the ability to not purchase the vehicle if he had chosen not to pay the documentation fee. The...
documentation fee is disclosed on the documents he signed up front so the customer was fully aware of the fee. The fee will not be refunded.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I do not accept the response. I should have been advised upfront about the fee when I spoke several times to the sales staff before going from Dallas To Oklahoma City. They charged this fee also to check my Credit which was not needed since I paid cash.
Thanks [redacted]
Final Business Response /* (4000, 9, 2014/05/30) */
The fee is displayed on our website under each description of the vehicle. Below is the exact wording found on the website. Again there will be no reimbursement of the fee.
"*Picture may not represent actual vehicle. Price varies based on Trim Levels and Options. See Dealer for in-stock inventory & actual selling price. All prices plus tax, title & license with approved credit. MSRP includes delivery, processing, and handling fees. Dealer doc fee $399 not included in price. Prices may be different outside of each advertised period and do not necessarily reflect cash price at any other time."
Initial Business Response /* (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.
Mr. [redacted], In response to the Jeep Wrangler you purchased from us back on November 30 2015 I went and pulled your deal file so I could better answer all your questions and respond appropriately. Attached you will find...
copies of the law contract, our menu that shows all our warranty options that we offered to you, the option you selected and the purchase order on your Jeep. On all the documents enclosed the warranty price was fully disclosed to you and on the menu the payment with the price matches the payment on your contract and the price of the warranty on the contract. To say we didn’t provide a clean transaction is a little misleading pertaining to all the documents that were signed. However, it does appear that you did have a less than satisfactory experience and for that I do sincerely apologize. If you do not want the warranty that was purchased that is not a problem I would be more than happy to cancel it for you. All you need to do is fill out the enclosed cancelation forms and I will make sure that it is processed right away and that it is a priority to be canceled. Since there is a lien on the vehicle that refund amount will be applied to your loan and the money issued will go directly to Capital One and it will lower your overall loan balance. The payment will not change but it will be applied to your loan. I again apologize for the unsatisfactory experience that you had with us. If there is anything else I can do in the future please let me know. Sincerely, [redacted] General Manager Bob Howard Toyota [redacted]
I have heard numerous complaints regarding Bob Howard service in the past, but felt surely those couldn't possibly apply to me because I was after all purchasing a NEW vehicle - what could possibly go wrong with that. Well.... on Thursday, April 16, 2015 after my commute from UCO to Belle Isle area in Oklahoma City - strictly in town driving, I noticed differential fluid leaking from the backend of my NEW 2015 (purchase October 31, 2014) Jeep Cherokee Sport - TRAIL RATED - brought the car in First thing Friday morning, April 17, 2016 (mind you I only had 6400 miles on the vehicle). I was told this was a "ROAD HAZARD" issue and not a warranty issue. My insurance was contacted and of course AAA paid for the repair, minus my deductible of $500. However, I am SURE beyond a shadow of a doubt any other dealership would have warrantied that part. How can a TRAIL RATED vehicle and especially after watching all of the videos for this vehicle, get a hole in the differential by a tiny little rock??????? Makes no sense whatsoever. The hole was about the size of the end of an ink pen, just to give you some idea. If the JEEP CHEROKEE SPORT is such a weenie vehicle, what on earth is it doing with a TRAIL RATING???????????
By the way.... It took 2 WEEKS for my vehicle to be fixed. I picked it up yesterday, April 24, 2015.