We have looked into Mr [redacted] ’s Complaint and this is what we found.When Mr [redacted] 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 [redacted] reached out to our service department and expressed that his vehicle was repeating the aforementioned issue During this time, Mr [redacted] advised that he had previously taken his vehicle to [redacted] for diagnostics on the same issues [redacted] ***, according to Mr [redacted] , diagnosed a bad battery Mr [redacted] complained that the initial battery replaced by [redacted] was dead upon installation, and had to wait longer than expected for the second battery install Mr [redacted] said that after [redacted] replaced the battery he continued to have issues starting his vehicle He went on to express that he felt that [redacted] was not capable of properly diagnosing his vehicle, and for that reason decided to bring it in to Bell Honda We advised Mr [redacted] 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 [redacted] that his vehicle’s starter required replacement Mr [redacted] declined the repairs, and advised he would take it to a third party instead Sometime after, Mr [redacted] 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 [redacted] 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 [redacted] is frustrated by his situation We initially diagnosed his vehicle, according to the information he provided If Mr [redacted] had informed us of his previous battery replacement experience we could have further diagnosed the vehicle.We appreciate the opportunity to respond.Best,
Ms [redacted] contacted our General Sales Manager (GSM) on August 30, and expressed her frustrations as well as her desired settlement Our GSM informed Ms [redacted] that he would refund both the alarms and he agreed to replace her seat belts He was surprised to learn that Ms [redacted] 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 [redacted] .Sincerely,Keeley B [redacted] Controller
[redacted] [redacted] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Thanks for expediting this issue Without your intervention, it would not have been resolved so quickly Regards, [redacted]
I apologize for the delayed response It took multiple attempts for us to contact Ms [redacted] Our New Car Director was able to reach Ms [redacted] yesterday and explain her vehicle contract We believe we have answered Ms [redacted] ’s questions and resolved the issue.If there is any other information needed, please do not hesitate to contact me at [redacted]
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
Dear Revdex.com Representative,We have reviewed Ms [redacted] 's response and discussed this with our service director Ms [redacted] 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 [redacted] authorized Ms [redacted] is in need of additional repairs that we are not liable for.We feel we have gone above and beyond for Ms [redacted] 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
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 [redacted] we verified, with him, that the address we were mailing to was true and correct We are unsure as to why Mr [redacted] 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 [redacted] This should ensure that Mr [redacted] receives the gift card as promised We apologize for any delay and appreciate the opportunity to address this matterBest regards,Gizelle C***Compliance Director
November 22, 2016Response to complaint ID# [redacted] and [redacted] ***’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 [redacted] (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, etcMr [redacted] 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 [redacted] 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 [redacted] for the eight hours of labor to complete the repairsMr [redacted] 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 [redacted] stated he did not have the money for the deposit so we offered him a courtesy shuttleMr [redacted] was still not satisfied, so our Service Drive Manager got involvedMr [redacted] 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 [redacted] over to our sales departmentOur Sales Director attempted to find a way for Mr [redacted] to trade in his vehicle for another vehicle, but unfortunately he did not qualify for a loan by himselfMr [redacted] 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 [redacted] that we were willing to rectify the situation, if the additional repairs needed were related to our installation of the used engineIf there is any other information needed, please do not hesitate to contact me at [redacted] .Sincerely,Keeley B [redacted] Controller
Response to complaint # [redacted] Our general sales manager has contacted Mrs [redacted] regarding the second key FOB and the owner’s manual that was not received during the delivery process Mrs [redacted] lives in Chino Valley which is an hour and a half away, so to avoid any additional inconvenience we have overnighted an owner’s manual Unfortunately, the key FOB has to have the vehicle present to program all the keys simultaneously due to the rolling code that is a security feature We have instructed Mrs [redacted] to go to the nearest Honda dealer and we would pay for the additional key FOB and programming We have apologized for any inconvenience this may have caused Mrs [redacted] and believe the issues have been resolved.If there is any other information needed, please do not hesitate to contact me at [redacted] Sincerely,Keeley BedfordController
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 [redacted] is complainingMs [redacted] responded to an outreach by dealership personnel and came to the dealership to consider purchasing a vehicle After Ms [redacted] 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 [redacted] 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 [redacted] Regarding the down payment,in her latest response to the BetterBusiness Bureau, Ms [redacted] states"Yes, I did sign those papers but I was duped." Regarding the gift card, Bell Honda has a recorded conversation between Ms [redacted] 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 [redacted] 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 [redacted] Given this documentation, Bell Honda cannot offer Ms [redacted] the remedies she is seeking.If you have any questions regarding this matter, please do not hesitate to contact me
Response to complaint # [redacted] 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 [redacted] *greed to have her down payment money by November 22, When the checks did not clear, we used our check guarantee company called [redacted] to collect, this is the company Mrs [redacted] *s referring to in her complaint I have contacted [redacted] and they currently have an agreed payment arrangement schedule set with Mrs [redacted] [redacted] did state that the original set terms on January 4, had to be adjusted to lower payment amount in order to accommodate Mrs [redacted] We believe that since agreed terms of payment have been set, Mrs [redacted] complaint has been resolvedIf there is any other information needed, please do not hesitate to contact me at [redacted] Sincerely,Keeley B [redacted] Controller
I did speak with Mr Michael R [redacted] 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 [redacted] back on the line his response was "it doesn't matter we are talk [redacted] now"Several witnesses to that commentThat aside Michael told me that I had to make payments before he would get my credit cleared up due to Bell Honda "not pass [redacted] my bank information on"When I talked to Honda after talk [redacted] with MrR [redacted] I would have to pay late and penalty fees they have accessed due to Bell Honda's staff not pass [redacted] on my information to themThere is not a chance of me pay [redacted] late fees or penalties I was told by a Honda Finance supervisor that if MrR [redacted] 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.***
Response to compliant # [redacted] ***Ms [redacted] doesn’t have any service history with us and asked us to do an oil change and rotateWe rotated the tires using our key lock set and upon draining the oil the tech noticed the drain plug was cross threaded and striped outOur service advisor contacted the customer and advised her of the repair after the oil was drained and that’s when the customer wanted to pull the carMs [redacted] was advised that since we drained the oil and the existing plug will not hold properly she would either need to repair it or tow it out so no additional damage would occurShe opted to have it towed and when the tow truck arrived, the tow truck driver asked the tech to put oil in it to just get it on the truckThey put the drain plug back in and topped off with oil to drive it feet onto the truckThe customer was not charged anything and the vehicle was releasedThe customer called a few days later and said that she had a horrible experience with us and will never come back, due to us trying to rip her off after we striped her drain plug, and to top it off we took her wheel locks My Assistant Service Manager advised her that we use our own wheel locks, unless its aftermarketHe asked her to bring the vehicle in so he could try to match the lock to help her out and she said that’s not an option; since the vehicle was at her mechanics shop up on the liftHe stated that they should be able to get the locks off and then she can bring it here and we could look at it Ms [redacted] said that wasn’t good enough, followed by using profanity and hung up on himWe attempted to resolve the issue with Ms [redacted] and she did not give us an opportunity to fix the issue.Sincerely, Keeley B [redacted] Controller
Response to complaint ID# [redacted] ***After reading the complaint filed by Mr***, we reached out to Mr [redacted] to resolve his concernsWe informed Mr [redacted] 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 [redacted]
We have taken the time to review and research Mr [redacted] ’s Complaint statements.Upon review of Documentation we found that Mr [redacted] originally purchased his Honda Ridgeline on December 9, at 5.0% financing As per the Conditional Delivery Agreement, signed by Mr [redacted] , 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 [redacted] and advised him of the financing approval and requested that he return to the dealership to sign a new contract Mr [redacted] came into our dealership December 12, Per policy we presented Mr [redacted] with an Acknowledgment of Rewritten Contract Form, to ensure the change and terms of the new contract were clear Mr [redacted] 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 [redacted] left our General Manager a voicemail, who forwarded the information to our General Sales Manager, who then gave Mr [redacted] his personal cell phone to make sure he could assist in resolving Mr [redacted] ’s compliantsOn December 21, Mr [redacted] 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 [redacted] he would not be available from 12- He gave Mr [redacted] the name of our CSI Director, who would help Mr [redacted] if he was not available We responded to Mr [redacted] ’s request and ensured someone was available to assist him.On January 3, Mr [redacted] contacted our General Sales Manager, via text, stating he was not happy with the deal Our General Manager has offered to meet with Mr [redacted] to review his contract documentation, however requires Mr [redacted] schedule an appointment Mr [redacted] was not happy he had to schedule an appointment, and has not scheduled an appointment.Mr [redacted] 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 [redacted] was given copies of each document he signed on December 12, If he would like to review the contract with our General Manager, we encourage he schedule an appointment.Sincerely,Keeley B [redacted] Controller
November 29, 20162nd Response to Revdex.com Complaint ID# [redacted] ***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 [redacted] 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 [redacted] 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 [redacted] 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 [redacted] a rental to transport Mr***, since the age requirement is an issue and we will reimburse Ms [redacted] 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 [redacted] 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 [redacted] Controller
Response to complaint # [redacted] – [redacted] We have received Mr [redacted] ’s complaint dated August 18, Our General Manager had also spoken to him prior to his complaint being filed as wellMr [redacted] became very upset with our service staff and in our service facility because we would not allow him in our shop area to observe the repairs on his vehicle while they were being done We understand that other stores may allow this, or even have large “viewing” type areas where customers can see their vehicles being worked on, however, Bell Honda does not have such a layout Additionally, due to our insurance carrier’s restrictions and the safety of our customers, we do not allow any non-employees into our shop area This was clearly explained to Mr [redacted] who simply would not take the information as valid and kept demanding what he wanted We apologize for this matter, but what Mr [redacted] wanted is simply something Bell Honda could not provide him We were happy to do the repairs to his vehicle, which were indeed, a serious recall matter, however we just could not allow him in the shop areaAgain, we hope that Mr [redacted] can understand our situation in this matter We have also received a complaint from the Arizona Attorney General’s office initiated by Mr [redacted] over the same matter We will be responding to that complaint as we have above as wellIf there are any further questions concerning this matter, I would ask that you please contact me directly at [redacted] Thank you, [redacted] Controller, Bell Honda [redacted]
Response to complaint # [redacted] Bell Honda’s F&I Director called Mrs [redacted] yesterday (February 8, 2016) and listened to her complaint Mrs [redacted] ’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 [redacted] 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 [redacted] ’s complaint has been resolvedIf there is any other information needed, please do not hesitate to contact me at ###-###-####.Sincerely,Keeley B [redacted] Controller
We have looked into Mr [redacted] ’s Complaint and this is what we found.When Mr [redacted] 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 [redacted] reached out to our service department and expressed that his vehicle was repeating the aforementioned issue During this time, Mr [redacted] advised that he had previously taken his vehicle to [redacted] for diagnostics on the same issues [redacted] ***, according to Mr [redacted] , diagnosed a bad battery Mr [redacted] complained that the initial battery replaced by [redacted] was dead upon installation, and had to wait longer than expected for the second battery install Mr [redacted] said that after [redacted] replaced the battery he continued to have issues starting his vehicle He went on to express that he felt that [redacted] was not capable of properly diagnosing his vehicle, and for that reason decided to bring it in to Bell Honda We advised Mr [redacted] 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 [redacted] that his vehicle’s starter required replacement Mr [redacted] declined the repairs, and advised he would take it to a third party instead Sometime after, Mr [redacted] 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 [redacted] 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 [redacted] is frustrated by his situation We initially diagnosed his vehicle, according to the information he provided If Mr [redacted] had informed us of his previous battery replacement experience we could have further diagnosed the vehicle.We appreciate the opportunity to respond.Best,
Ms [redacted] contacted our General Sales Manager (GSM) on August 30, and expressed her frustrations as well as her desired settlement Our GSM informed Ms [redacted] that he would refund both the alarms and he agreed to replace her seat belts He was surprised to learn that Ms [redacted] 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 [redacted] .Sincerely,Keeley B [redacted] Controller
[redacted] [redacted] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Thanks for expediting this issue Without your intervention, it would not have been resolved so quickly Regards, [redacted]
I apologize for the delayed response It took multiple attempts for us to contact Ms [redacted] Our New Car Director was able to reach Ms [redacted] yesterday and explain her vehicle contract We believe we have answered Ms [redacted] ’s questions and resolved the issue.If there is any other information needed, please do not hesitate to contact me at [redacted]
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
Dear Revdex.com Representative,We have reviewed Ms [redacted] 's response and discussed this with our service director Ms [redacted] 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 [redacted] authorized Ms [redacted] is in need of additional repairs that we are not liable for.We feel we have gone above and beyond for Ms [redacted] 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
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 [redacted] we verified, with him, that the address we were mailing to was true and correct We are unsure as to why Mr [redacted] 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 [redacted] This should ensure that Mr [redacted] receives the gift card as promised We apologize for any delay and appreciate the opportunity to address this matterBest regards,Gizelle C***Compliance Director
November 22, 2016Response to complaint ID# [redacted] and [redacted] ***’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 [redacted] (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, etcMr [redacted] 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 [redacted] 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 [redacted] for the eight hours of labor to complete the repairsMr [redacted] 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 [redacted] stated he did not have the money for the deposit so we offered him a courtesy shuttleMr [redacted] was still not satisfied, so our Service Drive Manager got involvedMr [redacted] 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 [redacted] over to our sales departmentOur Sales Director attempted to find a way for Mr [redacted] to trade in his vehicle for another vehicle, but unfortunately he did not qualify for a loan by himselfMr [redacted] 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 [redacted] that we were willing to rectify the situation, if the additional repairs needed were related to our installation of the used engineIf there is any other information needed, please do not hesitate to contact me at [redacted] .Sincerely,Keeley B [redacted] Controller
Response to complaint # [redacted] Our general sales manager has contacted Mrs [redacted] regarding the second key FOB and the owner’s manual that was not received during the delivery process Mrs [redacted] lives in Chino Valley which is an hour and a half away, so to avoid any additional inconvenience we have overnighted an owner’s manual Unfortunately, the key FOB has to have the vehicle present to program all the keys simultaneously due to the rolling code that is a security feature We have instructed Mrs [redacted] to go to the nearest Honda dealer and we would pay for the additional key FOB and programming We have apologized for any inconvenience this may have caused Mrs [redacted] and believe the issues have been resolved.If there is any other information needed, please do not hesitate to contact me at [redacted] Sincerely,Keeley BedfordController
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 [redacted] is complainingMs [redacted] responded to an outreach by dealership personnel and came to the dealership to consider purchasing a vehicle After Ms [redacted] 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 [redacted] 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 [redacted] Regarding the down payment,in her latest response to the BetterBusiness Bureau, Ms [redacted] states"Yes, I did sign those papers but I was duped." Regarding the gift card, Bell Honda has a recorded conversation between Ms [redacted] 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 [redacted] 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 [redacted] Given this documentation, Bell Honda cannot offer Ms [redacted] the remedies she is seeking.If you have any questions regarding this matter, please do not hesitate to contact me
Response to complaint # [redacted] 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 [redacted] *greed to have her down payment money by November 22, When the checks did not clear, we used our check guarantee company called [redacted] to collect, this is the company Mrs [redacted] *s referring to in her complaint I have contacted [redacted] and they currently have an agreed payment arrangement schedule set with Mrs [redacted] [redacted] did state that the original set terms on January 4, had to be adjusted to lower payment amount in order to accommodate Mrs [redacted] We believe that since agreed terms of payment have been set, Mrs [redacted] complaint has been resolvedIf there is any other information needed, please do not hesitate to contact me at [redacted] Sincerely,Keeley B [redacted] Controller
I did speak with Mr Michael R [redacted] 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 [redacted] back on the line his response was "it doesn't matter we are talk [redacted] now"Several witnesses to that commentThat aside Michael told me that I had to make payments before he would get my credit cleared up due to Bell Honda "not pass [redacted] my bank information on"When I talked to Honda after talk [redacted] with MrR [redacted] I would have to pay late and penalty fees they have accessed due to Bell Honda's staff not pass [redacted] on my information to themThere is not a chance of me pay [redacted] late fees or penalties I was told by a Honda Finance supervisor that if MrR [redacted] 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.***
Response to compliant # [redacted] ***Ms [redacted] doesn’t have any service history with us and asked us to do an oil change and rotateWe rotated the tires using our key lock set and upon draining the oil the tech noticed the drain plug was cross threaded and striped outOur service advisor contacted the customer and advised her of the repair after the oil was drained and that’s when the customer wanted to pull the carMs [redacted] was advised that since we drained the oil and the existing plug will not hold properly she would either need to repair it or tow it out so no additional damage would occurShe opted to have it towed and when the tow truck arrived, the tow truck driver asked the tech to put oil in it to just get it on the truckThey put the drain plug back in and topped off with oil to drive it feet onto the truckThe customer was not charged anything and the vehicle was releasedThe customer called a few days later and said that she had a horrible experience with us and will never come back, due to us trying to rip her off after we striped her drain plug, and to top it off we took her wheel locks My Assistant Service Manager advised her that we use our own wheel locks, unless its aftermarketHe asked her to bring the vehicle in so he could try to match the lock to help her out and she said that’s not an option; since the vehicle was at her mechanics shop up on the liftHe stated that they should be able to get the locks off and then she can bring it here and we could look at it Ms [redacted] said that wasn’t good enough, followed by using profanity and hung up on himWe attempted to resolve the issue with Ms [redacted] and she did not give us an opportunity to fix the issue.Sincerely, Keeley B [redacted] Controller
Response to complaint ID# [redacted] ***After reading the complaint filed by Mr***, we reached out to Mr [redacted] to resolve his concernsWe informed Mr [redacted] 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 [redacted]
We have taken the time to review and research Mr [redacted] ’s Complaint statements.Upon review of Documentation we found that Mr [redacted] originally purchased his Honda Ridgeline on December 9, at 5.0% financing As per the Conditional Delivery Agreement, signed by Mr [redacted] , 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 [redacted] and advised him of the financing approval and requested that he return to the dealership to sign a new contract Mr [redacted] came into our dealership December 12, Per policy we presented Mr [redacted] with an Acknowledgment of Rewritten Contract Form, to ensure the change and terms of the new contract were clear Mr [redacted] 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 [redacted] left our General Manager a voicemail, who forwarded the information to our General Sales Manager, who then gave Mr [redacted] his personal cell phone to make sure he could assist in resolving Mr [redacted] ’s compliantsOn December 21, Mr [redacted] 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 [redacted] he would not be available from 12- He gave Mr [redacted] the name of our CSI Director, who would help Mr [redacted] if he was not available We responded to Mr [redacted] ’s request and ensured someone was available to assist him.On January 3, Mr [redacted] contacted our General Sales Manager, via text, stating he was not happy with the deal Our General Manager has offered to meet with Mr [redacted] to review his contract documentation, however requires Mr [redacted] schedule an appointment Mr [redacted] was not happy he had to schedule an appointment, and has not scheduled an appointment.Mr [redacted] 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 [redacted] was given copies of each document he signed on December 12, If he would like to review the contract with our General Manager, we encourage he schedule an appointment.Sincerely,Keeley B [redacted] Controller
November 29, 20162nd Response to Revdex.com Complaint ID# [redacted] ***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 [redacted] 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 [redacted] 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 [redacted] 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 [redacted] a rental to transport Mr***, since the age requirement is an issue and we will reimburse Ms [redacted] 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 [redacted] 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 [redacted] Controller
Response to complaint # [redacted] – [redacted] We have received Mr [redacted] ’s complaint dated August 18, Our General Manager had also spoken to him prior to his complaint being filed as wellMr [redacted] became very upset with our service staff and in our service facility because we would not allow him in our shop area to observe the repairs on his vehicle while they were being done We understand that other stores may allow this, or even have large “viewing” type areas where customers can see their vehicles being worked on, however, Bell Honda does not have such a layout Additionally, due to our insurance carrier’s restrictions and the safety of our customers, we do not allow any non-employees into our shop area This was clearly explained to Mr [redacted] who simply would not take the information as valid and kept demanding what he wanted We apologize for this matter, but what Mr [redacted] wanted is simply something Bell Honda could not provide him We were happy to do the repairs to his vehicle, which were indeed, a serious recall matter, however we just could not allow him in the shop areaAgain, we hope that Mr [redacted] can understand our situation in this matter We have also received a complaint from the Arizona Attorney General’s office initiated by Mr [redacted] over the same matter We will be responding to that complaint as we have above as wellIf there are any further questions concerning this matter, I would ask that you please contact me directly at [redacted] Thank you, [redacted] Controller, Bell Honda [redacted]
Response to complaint # [redacted] Bell Honda’s F&I Director called Mrs [redacted] yesterday (February 8, 2016) and listened to her complaint Mrs [redacted] ’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 [redacted] 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 [redacted] ’s complaint has been resolvedIf there is any other information needed, please do not hesitate to contact me at ###-###-####.Sincerely,Keeley B [redacted] Controller