John's Home Center Ltd.

November 29, 20162nd Response to Revdex.com Complaint ID#*** *** *** ***We are in receipt of Ms***’ additional Comments regarding our initial response dated November 22, 2016.Bell Honda has both verbally and in writing committed to completing any additional repairs needed related to the installation of the used engine.We understand Ms***’ frustration, however the Honda Accord in question currently has 187,miles As we have explained to Mr***, during his visit, we recommended additional repairs at the time of service, which were declined When the Honda Accord was brought into our facility it was severely overheated to the point both head gaskets were blown and valves were destroyed We explained to Mr*** that the decision to replace the Engine, with a used Engine entailed replacing parts required to get the engine running again, and this is why additional repairs were recommended The vehicle requires additional repairs beyond replacing the Engine.As a good faith gesture we have replaced two coil packs as well as replaced his rear main seal, which again was declined on initial repair We covered parts and eight hours of labor as a courtesy.We believe some of the miscommunication may be that Mr*** is our customer and owner of the however Ms***, his mother, has also interceded during the repairs as per Mr***’s request It was in fact Mr*** who requested we attempt to trade him out of his vehicle, however we were not able to secure financing for him without a co-signer We regret the inability to secure an Enterprise rental for Mr***, as we have to follow their requirements on customer obligationIf it is helpful, we would be able to offer Ms*** a rental to transport Mr***, since the age requirement is an issue and we will reimburse Ms*** for the $rental deposit required by Enterprise.We have provided the services promised and have not denied full use of the warranty We have gone above and beyond to satisfy our customer as the oil leak repair and the coil packs were not covered under warranty, and were not parts the customer purchased.We encourage Mr*** to contact our Service Department Manager, Gwen D***, to schedule a follow up appointment We are committed to fixing any issues related to the Used Engine replaced by our facility.Sincerely,Keeley B***Controller

Response to complaint #*** *** *** *** purchased a vehicle from Bell Honda on October 23, Bell Honda does not verbally agree to down payment terms without signed promissory notes clearly explaining the agreed terms I have attached the signed promissory
notes showing Mrs*** *greed to have her down payment money by November 22, When the checks did not clear, we used our check guarantee company called *** to collect, this is the company Mrs*** *s referring to in her complaint I have contacted *** and they currently have an agreed payment arrangement schedule set with Mrs. *** *** did state that the original set terms on January 4, had to be adjusted to lower payment amount in order to accommodate Mrs*** We believe that since agreed terms of payment have been set, Mrs*** 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 compliant # *** *** ***Our Assistant Finance Director
contacted Ms*** on January 13, and answered all of her
questions. We believe the issue has been
resolved.If you have any further questions,
please feel free to contact me at ***

This response is not unexpectedI would like for you to listen to the phone call telling me that I had to get in touch with them in regard to my vehicleThis was a blatant lieIt shows how they are not truthfulThe persons in this dealership that I dealt with are just not truthfulI said that I did sign those papers and I would like for you to see the recording so you understand how I was pressuredAt no time did I agree that I was made aware of the $gift cardThe dealership's paperwork should clearly state what was and was not part of the dealI noticed that you had earlier complaints about their lack of truthfulnessBeing rated A plus carries with it the expectation that there is business integrityThat is not the case here (and what about the $for the license plate.) I am convinced that there are other people out there that signed their rebate over without being aware that that is what is wasI was told that it let the company know I no longer owned the carYes I did sign these papers but I was dupedThat may be acceptable in a sleazy outfit not one that is rated A plus

Response to complaint ID# *** *** ***After reading the complaint filed by Mr***, we reached out to Mr*** to resolve his concernsWe informed Mr*** that we would contact Smart Note and have the $credited back to his accountAt this time, we believe Mr***'s concerns
have been resolved.If there is any other information needed, please do not hesitate to contact me at ***

Initial Business Response /* (1000, 5, **16/08/07) */
to whom it may concern.*** came in for her appointment *** we had a cancellation I explained to her that where I did not do her hair before I couldn't garentee that it was going to be exactly what she wanted because I did
not know the chemicals that have been put in heer hairso in saying that I told her I would do her color and foils for *** dollars .so I proceeded with doin her foils I felt they were alittle hot so I asked her if it was burning NO she replied so I kept going with the foils as planned so wheni finished the second side it seemed to get hotter soo I told her go to the sink thishas to come out ! shampooed it out dryed it then I spoke to her about doing a all over color causei would not reaply the lightenerto the back anymore so we decided todo the top of her head with foils soit would blend in then she said she would like to put an all oover color in her hair soi was fine with doing the all over color for her ! so I applied the foils to the top then had t shamppoo again and condition and rinse and blow it dry ! then I applied the color in between all of this I must of asked times is anything burning and sandi response was no everything is fine ! so I went on with finishing up her hair I shampooed blow dried it times in this process when I finished I used the flat iron and took her hair piece by piece and to my knowledge everything was fine I asked her if she like it and she said yes if I didn't I would be the frist to tell you I said ok perfact she was happy with the out come of her hair even though it wasn't exactly what what I had planned to do ! but to my knowledge her hair or scalp was not burned and if it was I would be the first to admit to being wrong but with a chemical burn she should have felt it right away not hours later especially when I asked her if anything was burning and the response was no you feel it instantaneously with out a doubt ! and I charged her the extra ** because of the extra products and time ! then she said she didn't like warm tones so it was a little I offered her a toner to take tome if she had seen it get remove the warm tones if she could still see them I did not offer her a color to apply to her hair ! I don't feel I over charged in anyway with hours of work and products! sincerely, ***
Initial Consumer Rebuttal /* (3000, 10, **16/08/08) */
***Document Attached***
I did tell her that the first side she did was not burning but that the other side was starting to hurtAfter she washed the foils out I said again that my head hurt and she said okIt was not seven hours later it was shortly after I got home and my head was still hurting that I found the burnAs for offering me the toner/colors to put in at home I am glad I did not take it as I can see that she would have said I burned myself*
Final Business Response /* (**00, 17, **16/09/06) */
I will refund you **$ for the foils
Final Consumer Response /* (**00, **, **16/09/06) */
Ok **$ is fine I will message you on *** thank you very much and best wishes to you in the future

November 22, 2016Response to complaint ID# *** *** *** and *** *** ***’s Accord was first towed to our service September 23, from our body shopIt had a bad coolant leakThe head gaskets and the valves were destroyed, so after considerable deliberation; Mr***
(customer) and Ms*** (customer’s Mother) decided to replace the engine with a used engine on October 17, Authorization was only given to replace the engine and the additional recommendations were declined to repair the coil packs, mounts, brakes, rear main seal, etc... Mr*** returned a few days after the engine was installed due to the check engine light was illuminated We put a new coil pack on at no additional cost to him to resolve the issueThere are a total of six coil packs on Mr***’s Accord.Mr*** returned again with a check engine light on and an oil leak We put another coil pack on and replaced his rear main seal (which was declined on initial repair); however we replaced it at no additional cost to Mr*** We also did not charge Mr*** for the eight hours of labor to complete the repairs. Mr*** returned a few weeks later (November 16, 2016) with a check engine light on He requested a rental car and given the situation, we agreed to do so at no cost to himEnterprise requires a $deposit and we called to negotiate to see if they would waive the deposit, unfortunately their company policy will not allow them to waive the deposit Mr*** stated he did not have the money for the deposit so we offered him a courtesy shuttleMr*** was still not satisfied, so our Service Drive Manager got involvedMr*** stated he was tired of dealing with this situation and wanted to know if we could trade him outOur Service Drive Manager printed out the history of repairs to his vehicle and walked Mr*** over to our sales department. Our Sales Director attempted to find a way for Mr*** to trade in his vehicle for another vehicle, but unfortunately he did not qualify for a loan by himself. Mr*** then walked back over to our service department requesting us to stop working on his vehicle and demanded us to pull his vehicle in the drive so he could leave We advised Mr*** that we were willing to rectify the situation, if the additional repairs needed were related to our installation of the used engine. If there is any other information needed, please do not hesitate to contact me at ***.Sincerely,Keeley B***Controller

I apologize for the delayed response. It took multiple attempts for us to contact
Ms***. Our New Car Director was
able to reach Ms*** yesterday and explain her vehicle contract. We believe we have answered Ms***’s
questions and resolved the issue.If there is
any other information needed, please do not
hesitate to contact me at ***

In regards to Bell Honda's response, first and foremost, the brakes had nothing to do with why we brought the car in(And was never mentioned to me) We brought the car in because of the engine and kept bring it back because of the check engine light(Not because of brakes) Josh's recommendation about fixing the car's engine problem was to replace the engine (verses just replacing head gasket) because we wouldn't have to worry about bad valves later, as they would be replaced with the engineHe also recommended replacing the timing belt, serpentine belts and radiator, which we didIn regards to the rental car, I told *** he shouldn't be paying for the daily rental fees, which Bell Honda waived, but the problem wasn't the $deposit but that he isn't *** had to be at work daily at am which I believe is before your shuttle service is availabe Then to make matters worse, you tried selling him a new car! This was appauling after I just spent $following your recommendationsThe problem I have is that *** was sent home with his car, when the problems should have been detected and we should have been notified before ever leaving the shopInstead we were under the impression the car was fixedi trusted Bell Honda to be honest and fix my son's Honda AccordNot to have spent $and then be dooped into buying another car

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
Regards,
*** ***

Response to complaint #MrsS*** *** and daughter Miss *** *** *** placed a stop payment on the $7,in which at that time voided the terms agreed in the contract with Bell Honda Mrs*** returned the vehicle and Bell Honda unwound the
transaction. Since, the contract has been voided and we never received Mrs*** $7,down payment we believe that MrsS*** *** complaint has now been resolvedIf there is any other information needed, please do not hesitate to contact me at ***Sincerely,Keeley B***Controller

We have taken the time to review and research Mr***’s
Complaint statements.Upon review of Documentation we found that Mr***
originally purchased his Honda Ridgeline on December 9, at 5.0%
financing. As per the Conditional Delivery Agreement, signed by Mr
***,
we declared that he was taking delivery of the vehicle prior to
approval from a financial institution and that the transaction was conditioned
upon final approval by a finance institution and funding to the Dealer.
We were not able to secure the 5.0% financing, however secured 5.5% financing.We contacted Mr*** and advised him of the financing
approval and requested that he return to the dealership to sign a new
contract. Mr*** came into our dealership December 12, 2016.
Per policy we presented Mr*** with an Acknowledgment of Rewritten
Contract Form, to ensure the change and terms of the new contract were
clear. Mr*** signed the Acknowledgment of Rewritten Contract From,
along with the new contract at 5.5% financing and all other documents
corresponding to the sale of the vehicle.On December 20, Mr*** left our General Manager a
voicemail, who forwarded the information to our General Sales Manager, who then
gave Mr*** his personal cell phone to make sure he could assist in
resolving Mr***’s compliantsOn December 21, Mr***
contacted our General Sales Manager, via text, requesting assistance in clearing
the navigation system history, in the Ridgeline he purchased. Our
General Sales Manager was happy to help and advised that we would have one of
our Master Technicians in service assist with the request, however he advised
Mr*** he would not be available from 12-3. He gave Mr***
the name of our CSI Director, who would help Mr*** if he was not
available. We responded to Mr***’s request and ensured someone was
available to assist him.On January 3, Mr*** contacted our General Sales
Manager, via text, stating he was not happy with the deal. Our General
Manager has offered to meet with Mr*** to review his contract
documentation, however requires Mr*** schedule an appointment. Mr
*** was not happy he had to schedule an appointment, and has not scheduled
an appointment.Mr*** signed the New Contract reflecting the changes
necessary for financing, and other pertinent documents we incorporate to ensure
there isn’t any miscommunication or misunderstanding that the contract was
re-written. Mr*** was given copies of each document he signed on
December 12, 2016. If he would like to review the contract with our
General Manager, we encourage he schedule an appointment.Sincerely,Keeley B***Controller

Dear Revdex.com Representative,We have reviewed Ms***'s response and discussed this with our service director. Ms*** has been advised she has multiple issues with her vehicle. There is no way to avoid fixing a known issue and then finding out there is another issue that needs to be addressed. Bell Honda performed the services Ms*** authorized. Ms*** is in need of additional repairs that we are not liable for.We feel we have gone above and beyond for Ms*** in giving her an employee discount rate, as her brother was employed with Bell Honda at the time of service.Best,Gizelle C***Compliance Director

Revdex.com Complaint# *** *** ***-Second ResponseDecember 19, 2017Dear Sir or Madam,I am the Controller of Bell Honda, and I am writing in response to the above-referenced complaint. My Service Director contacted Ms*** (###-###-#### provided by Revdex.com as a contact) on three separate occasions leaving a voicemail each time on our recorded line:December 13th 3:55pmDecember 15th 10:31amDecember 19th 8:amMs*** states that she uploaded the proof of the battery status along with the receipt of purchase of a new battery, unfortunately we do not have access to it. Please ask Ms*** to contact Gwen Denney at ###-###-#### and he will provide an email for her to send the receipt as well as discuss the situation. If there is any other information needed, please do not hesitate to contact me at ###-###-####Sincerely,Keeley B***Controller

Please see attachment
Thank you,
Tina J***