John's Home Center Ltd.

Dear Sir or Madam:I am the Controller of Bell Honda,and I am writing in response to the above-referenced
complaint.I am very
much aware of the circumstances of which Ms*** is complainingMs***
responded to an outreach by dealership personnel and came to the dealership to consider purchasing a vehicle. After Ms*** had negotiated the price of her vehicle and was working on financing the transaction, dealership personnel suggested that rather than give her the $gift card originally offered, they would just reduce further the purchase price by $ This was an option; the dealership personnel were ready and willing to provide the gift card if she preferredShe elected to take the price reduction.As a down payment on her purchase, Ms*** had the option of providing funds or utilizing the refund of certain existingservice contracts still in effect on her travehicle She elected to use the refund as her down payment.These two facts are not simply the assertions of Bell Honda Theyare admitted to by Ms*** Regarding the down payment,in her latest response to the BetterBusiness Bureau, Ms*** states"Yes, I did sign those papers but I was duped." Regarding the gift card, Bell Honda has a recorded conversation between Ms*** and our General Sales Manager BrandonLatour where she admits that she was told that she would not get a gift card because she elected to reduce her purchaseprice.Ms*** appears to be attempting on multiple fronts (Attorney General,the Revdex.com, and media outlets)to pressure Bell Honda into giving her double incentives Her motives are unclear to usShe elected to come to the dealership to consider a different vehicle She elected to take the price reduction She elected to use her credits/refund as a down payment And she elected to sign numerous papers documenting the transaction as we have outlined. She now is applying all available forms of pressure to be doubly compensated notwithstanding her conscious decisions.Enclosed please find documentation evidencing the transaction and the proper handling of all amounts offered to Ms*** Given this documentation, Bell Honda cannot offer Ms*** the remedies she is seeking.If you have any questions regarding this matter, please do not hesitate to contact me

Dear Revdex.com Representative,We have taken the time to thoroughly review and investigate this Complaint.There was a duplicate Revdex.com Complaint filed on 4/18/17, against us, under a different name using the same address listed on this Complaint. To date we have mailed a total of three
(3) $gift cards to this address.Bell Honda follows all State and Federal Marketing Rules and Regulations. We take pride in our incentive offers and always strive to provide a high level of customer service. Unfortunately, we believe this matter falls into ARS 13-2310, as we believe this Complaint is a mere artifice to defraud, and knowingly obtain a benefit by means of fraudulent representation. At this time we do not wish to pursue this matter further.We appreciate the opportunity to respond to this matter. Best,Gizelle C***Compliance Director

The problem with my a.cis still not fixedYou have not gone above and beyond for me, otherwise I would have working a.c.right nowThe problem that I walked into bell Honda with on day is still the problem I am having todayMany parts were replaced and yes I received employee pricing which was great and I appreciated thatI understand that my car is older and has many miles on it, I understand that things need to be replaced on vehicles but usually when things are replaced the problem is fixedIt is very clear that no one at Honda can find the real problem otherwise this wouldn't be an issueI want a refund for the money I did spend so that I can take my car to someone who can fix the problem

Dear Revdex.com Representative,Mr*** references a manufacturer safety recall in his rebuttal The recall does not have relation to Mr***'s starting concern.Mr*** is able to schedule with any Honda dealership to address the recall.Bell Honda stands by our initial response to this Complaint.We appreciate the opportunity to respond.Best, Gizelle C***Compliance Director

Response to Response(1) RE: # *** *** ***I appreciate your response, however, there are some flaws with the response you provided You failed to acknowledge that my vehicle went through some type of inspection other than a simple tire rotation and attempted oil change My car was in the care of Bell Honda for several hours, as stated previously This is why *** was able to rattle off, several hundred dollars in supposed repairs Unfortunately, you also forgot to mention the part where *** outright REFUSED to give me my car, thus FORCING me to agree to the $replacement oil pan OR have my car towed It was less of a decision on my part to have my car towed than it was me being bullied into making a decisionIt is out of line to state that I "opted to have my car towed", as I was bullied into this decision by your staff Can you tell me why Bell Honda does not offer a more reasonable solution, such as re-threading the oil pan, as was done in my case (the cost to me was $9.48) Also, why did my mechanic find a brand new "Honda" brand oil filter in my car if Bell Honda only discovered that the threading was stripped and stopped work? He performed my last oil change, and he did not put in a Honda oil filter As you stated, my car has never been serviced at Bell Honda, so where do you suppose the oil filter came from? What really happened, which you are failing to admit, is that your tech performed an inspection, completed the oil change including putting in a new Honda oil filter Upon completion, (s)he stripped my oil pan when putting the plug in and refused to take responsibility for their actions, thus leaving me to foot the bill Furthermore, it makes no sense that the tow driver asked you to put oil in my car to get it onto the truck You do not need oil to get a car onto a tow truck My car was moved from the shop to the parking lot; do you mean to tell me that your techs moved my car without oil? Also, I attempted to resolve this with your Assistant Service Manager, however he was unhelpful, unwilling to accept fault and also unwilling to acknowledge my concerns He also offer no resolution, no apology, nothing He doubted that *** stated that my car could not be released immediately to me This added insult to injury, siding with his employee, who was clearly wrong and caused a major disposition for in the following days In regards to my wheel lock, he did not offer anything more than to "bring my car in to look at it", which is not a very clear solution at all Would I end up with another few hundred dollars worth of work? Would I end up being forced to tow my car again? None of this was clear, and to be honest, I did not wish to continue speaking with someone who lacked the most basic customer complaint resolution skills To remedy this complaint, I believe my $tow bill should be refunded by Bell Honda for causing a two day headache, refusing to admit wrongdoing and also for refusing to release my property into my possession All of these things equate to a poorly run business If this is not resolved in a satisfactory manner, I will be forced to continue to escalate this through formal channels I am simply asking for Bell Honda to 'right a wrong', and refund my $tow bill which was caused by negligence by your service tech and bullying by your service writer, Barbey I look forward to resolving this matter.*** ***

Dear Revdex.com Representative,We have taken the time to review this Complaint and research this matter.When Ms*** brought in her vehicle she had multiple issues with her Accord. The Accord had 222,miles on it. Her original complaint was that her A/C was not cooling. We had
to replace the items that we could visually see were leaking Freon. After replacing those items, the pressure in the system changed and we found that the expansion valve and the A/C hose also needed to be replaced. When a vehicle has the mileage Ms***s vehicle has it is not uncommon for it to have multiple issues, especially when rubber hoses and O-rings are involved. We do not start off by recommending that all components be replaced until it can be determined that they have failed. We feel that we have already gone above and beyond in assisting Ms***. We gave Ms*** employee pricing, due to the fact that at the time of the repairs her brother was employed at Bell Honda.We appreciate the opportunity to respond.Best, Gizelle C**Compliance Director

Response to complaint #*** *** ***Bell Honda’s F&I Director called Mrs*** yesterday (February 8, 2016) and listened to her complaint Mrs***’s frustration came from our finance department not specifically explaining the necessary insurance requirements at the
time of purchase We have apologized and agreed to reimburse the $as good faithMrs*** seemed pleased and stated she has bought vehicles from us in the past and will continue to purchase from us in the future We believe that since we have apologized for the confusion and agreed to reimburse the $that Mrs***’s complaint has been resolved. If there is any other information needed, please do not hesitate to contact me at ###-###-####.Sincerely,Keeley B***Controller

Response to complaint ID# *** *** ***We have read the complaint filed by Mr*** and apologize for the delayed response.After receiv*** the complaint on May 13, our F&I Director contacted Mr*** on May 17th; reach*** agreeable terms to resolve the issues We are still
in the process with America Honda, but believe we will have a successful resolution At this point, I do not want to delay the response to the Revdex.com If there is any other information needed, please do not hesitate to contact me at ###-###-####.Sincerely,Keeley B***Controller

Response to complaint #*** *** ***Our general sales manager has contacted Mrs*** regarding the second key FOB and the owner’s manual that was not received during the delivery process Mrs *** 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*** 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*** and believe the issues have been resolved.If there is any other information needed, please do not hesitate to contact me at ***Sincerely,Keeley BedfordController

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this
resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Thanks for expediting this issue Without your intervention, it would not have been resolved so quickly
Regards,
*** ***

yes, after I opened the complaint Bell Honda Representative was nice enough to call me and discussed the issueBut until I get my money back how can we close the complain? The total amount I should get back is $219.78.I would love to close the issue after I get the money back

I did speak with Mr Michael R*** yesterdayHe was as rude as can beSaid he had called "several" timesWhen I informed him we had left one message and I called him back and was on hold for min with nobody com*** back on the line his response was "it doesn't matter we are talk*** now"Several witnesses to that comment. That aside Michael told me that I had to make payments before he would get my credit cleared up due to Bell Honda "not pass*** my bank information on"When I talked to Honda after talk*** with MrR*** I would have to pay late and penalty fees they have accessed due to Bell Honda's staff not pass*** on my information to themThere is not a chance of me pay*** late fees or penalties I was told by a Honda Finance supervisor that if MrR*** who supposedly calls Honda times a month, would call and remove to have the fees they would do that, but only Bell Honda can do that.***

I have tried many times to work with the dealership to fix the problem, but I've gotten no replyAfter receiing this response, I contacted a parts sales rep called Brandon who said they will talk to their manager and get back to me the next day, next day nothingI called Bell Honda to talk to Guin D*** the service manager because he left a message to call him backI called Guin, and left a message for him to call back, as of today nothingI had to purchase a new battery because the battery was so bad that it dies everytime I turned off the car.Where I purchased my new battery, I had them test the battery to make sure that there was nothing major wrong with the car that was draining the batteryI have uploaded the proof of the battery status along with the receipt of purchase of a new battery

July 20, 2017RE: Revdex.com #*** *** ***Dear Mr***,We have taken the time to review and research your
Complaint. After reviewing each call
made to you and received from you we found that the information you have
provided is inaccurate.On June 29, our Sales Associate
advises you that we
would be receiving the vehicle you were interested in after 4pm that day. You attempted to negotiate on that vehicle,
however you were advise you would need to be present in order to negotiate.On July 1, our Sales Associate clearly advises you our
manager’s stated we would sell you the vehicle for $60K plus tax, title and
registration. You rebutted stating you
wanted to pay 40K. During that
conversation you disclosed you also had a trade in vehicle. Our Sales Associate advises you that we may
be able to help you however you would need to produce your trade in vehicle for
proper evaluation and negotiation. Never
was a price of 40K promised, and in fact when you tried to push our Sales
Associate for a number on your trade in vehicle, he again advised you needed to
bring in the vehicle and negotiation had to take place in person with all
elements present.We apologize if you misunderstood any conversation you had,
however we have listened to the recordings and our Sales Associate never
promised you a price for our vehicle or gave you a number for your trade.We understand you were not pleased with our offer to you,
however you were not mislead in any way by our Sales Associate.Best,Gizelle C***Compliance Director

We have looked into Mr***’s Complaint and this is what we found.When Mr*** initially brought in his vehicle for service, he complained of trouble starting his vehicle. We performed a battery test, and the battery failed. We replaced the battery as authorized.Sometime after, Mr
*** reached out to our service department and expressed that his vehicle was repeating the aforementioned issue. During this time, Mr*** advised that he had previously taken his vehicle to *** *** for diagnostics on the same issues. *** ***, according to Mr***, diagnosed a bad battery. Mr*** complained that the initial battery replaced by *** *** was dead upon installation, and had to wait longer than expected for the second battery install. Mr*** said that after *** *** replaced the battery he continued to have issues starting his vehicle. He went on to express that he felt that *** *** was not capable of properly diagnosing his vehicle, and for that reason decided to bring it in to Bell Honda. We advised Mr*** that this information should have been relayed initially. The information he withheld could have led us to further diagnose his vehicle upon his first visit. Bell Honda re-diagnosed his vehicle, after receiving information that should have been relayed during his first visit. We then advised Mr*** that his vehicle’s starter required replacement. Mr*** declined the repairs, and advised he would take it to a third party instead. Sometime after, Mr*** reached out to Bell Honda and stated that the starting issue was not eliminated after having the starter replaced by a third party. We advised Mr*** that the aftermarket non Honda starter he purchased could now be contributing to the starting complications, similar to the original bad starter. We discussed a $flat rate for a hour diagnosis which he declined.We understand Mr*** is frustrated by his situation. We initially diagnosed his vehicle, according to the information he provided. If Mr*** had informed us of his previous battery replacement experience we could have further diagnosed the vehicle.We appreciate the opportunity to respond.Best,

Response to complaint ID# *** *** *** -Second ResponseWe have contacted Smart Note and they informed us that Mr*** needs to call *** and speak to a representativeThey will need information that we cannot provide to them regarding his banking information for the ACH into his account Once
he speaks to them, we were informed he should receive his refund within hours If Mr.*** does not call into Smart Note, we were informed
that on August 1, they would issue a check and mail to Mr*** At this time, we have done everything we can to facilitate the refund.If there is any other information needed, please do not hesitate to contact me at ***

The response from the business leaves out a lot that happened and says nothing about the vehicle price changing or the issue I had with the navigationThe response also leaves out the attitude and response from the sales team

Ms*** contacted our General Sales Manager (GSM) on
August 30, and expressed her frustrations as well as her desired
settlement. Our GSM informed Ms***
that he would refund both the alarms and he agreed to replace her seat belts. He was surprised to learn that Ms
***
contacted the Revdex.com after he had spoken to her with intentions of resolving her
complaints. At this point, after we
complete the above actions; we believe the issues are resolvedIf there is any other information needed, please do not
hesitate to contact me at ***.Sincerely,Keeley B***Controller

Dear Revdex.com representative,Our Service Director has left Mrs*** several messages, prior to the Revdex.com Complaint filed and has left one after Our Service Director sent an email to Mrs*** today for contact so he can discuss the replacement of the glass.Mrs*** needs to contact Gwen Denney,
Service Director at 602-298-2086.We appreciate the opportunity to respond and hope to resolve this issue with Mrs*** as soon as she makes contact.Best, Gizelle C***Compliance Director

Dear Revdex.com Specialist,We have taken the time to research this matter. We found that prior to today, we mailed two gas gift cards to the same address on this complaint. After the first card was not received by Mr*** we verified, with him, that the address we were mailing to was true
and correct. We are unsure as to why Mr*** did not receive both of the gas cards previously mailed as they were not returned to us. We have sent another $Gas Card via FedEx tracking number ***. This should ensure that Mr*** receives the gift card as promised. We apologize for any delay and appreciate the opportunity to address this matter. Best regards,Gizelle C***Compliance Director