Response to complaint # [redacted] – [redacted] We are in receipt of the complaint referenced above and dated May 6, 2015. As of this point in time, Ms. [redacted] has been contacted and our service department had taken care of all of the issues that were outlined in her complaint. These included; buffing of the vehicle, correction of the headlight lens, and many other items. We believe that Ms. [redacted] is completely happy at this point in time and consider this issue to be closed. If there are any other questions or matters that arise from this complaint, I would ask that Ms. [redacted] contact me directly at [redacted] so that they may be addressed right away. Thank you. [redacted]Controller
This response is not unexpected. I 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 vehicle. This was a blatant lie. It shows how they are not truthful. The persons in this dealership that I dealt with are just not truthful. I said that I did sign those papers and I would like for you to see the recording so you understand how I was pressured. At no time did I agree that I was made aware of the $500.00 gift card. The dealership's paperwork should clearly state what was and was not part of the deal. I noticed that you had earlier complaints about their lack of truthfulness. Being rated A plus carries with it the expectation that there is business integrity. That is not the case here (and what about the $138.00 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 was. I was told that it let the company know I no longer owned the car. Yes I did sign these papers but I was duped. That 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[redacted]Compliance Director
Response to Response(1) RE: # [redacted]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 [redacted] was able to rattle off, several hundred dollars in supposed repairs. Unfortunately, you also forgot to mention the part where [redacted] outright REFUSED to give me my car, thus FORCING me to agree to the $400 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 decision. It 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 [redacted] 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 $82 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 $82 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.[redacted]
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 complaining. Ms. [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 $500 gift card originally offered, they would just reduce further the purchase price by $500. This was an option; the dealership personnel were ready and willing to provide the gift card if she preferred. She 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 trade-in vehicle. 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 us. She 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.
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 $25.00 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 matter. Best regards,Gizelle C[redacted]Compliance Director
November 22, 2016Response to complaint ID# [redacted] and [redacted]’s 2007 Accord was first towed to our service September 23, 2016 from our body shop. It had a bad coolant leak. The head gaskets and the valves were destroyed, so after considerable deliberation; Mr. [redacted]...
(customer) and Ms. [redacted] (customer’s Mother) decided to replace the engine with a used engine on October 17, 2016. 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. [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 issue. There are a total of six coil packs on Mr. [redacted]’s 2007 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. [redacted]. We also did not charge Mr. [redacted] for the eight hours of labor to complete the repairs. Mr. [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 him. Enterprise requires a $50.00 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 shuttle. Mr. [redacted] was still not satisfied, so our Service Drive Manager got involved. Mr. [redacted] stated he was tired of dealing with this situation and wanted to know if we could trade him out. Our Service Drive Manager printed out the history of repairs to his vehicle and walked Mr. [redacted] over to our sales department. Our 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 himself. Mr. [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 engine. If there is any other information needed, please do not hesitate to contact me at [redacted].Sincerely,Keeley B[redacted]Controller
November 29, 20162nd Response to Revdex.com Complaint ID#[redacted]We are in receipt of Ms. [redacted]’ 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. [redacted]’ frustration, however the 2007 Honda Accord in question currently has 187,756 miles. As we have explained to Mr. [redacted], during his visit, we recommended additional repairs at the time of service, which were declined. When the 2007 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 2007 however Ms. [redacted], his mother, has also interceded during the repairs as per Mr. [redacted]’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. [redacted], as we have to follow their requirements on customer obligation. If it is helpful, we would be able to offer Ms. [redacted] a rental to transport Mr. [redacted], since the age requirement is an issue and we will reimburse Ms. [redacted] for the $50.00 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[redacted], 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] purchased a vehicle from Bell Honda on October 23, 2015. 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, 2015. 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, 2016 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 resolved. If there is any other information needed, please do not hesitate to contact me at [redacted]Sincerely,Keeley B[redacted]Controller
I have tried many times to work with the dealership to fix the problem, but I've gotten no reply. After 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 nothing. I called Bell Honda to talk to Guin D[redacted] the service manager because he left a message to call him back. I called Guin, and left a message for him to call back, as of today nothing. I 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 battery. I have uploaded the proof of the battery status along with the receipt of purchase of a new battery.
Response to complaint # [redacted] – [redacted] We have received Mr. [redacted]’s complaint dated August 18, 2015. Our General Manager had also spoken to him prior to his complaint being filed as well. Mr. [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 area. Again, 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 well. If 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]
Revdex.com Complaint# [redacted]December 14, 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. [redacted] on the number we have on file ###-###-#### and it is no longer in...
service. He then tried the number listed on the Revdex.com compliant ###-###-#### with multiple attempts; however only leaving one voicemail requesting a return call so we could discuss a resolution. We like Ms. [redacted] to know that unfortunately it out of our control that her battery is outside her factory warranty; therefore we were not able to cover it under her factory warranty. This is stated in the warranty information when she purchased the vehicle. We contacted American Honda on Ms. [redacted]’s behalf and requested assistance from them as a one-time goodwill gesture. American Honda offered to reimburse Ms. [redacted] 50% of her Honda battery if she provides a copy of the invoice for us to submit to them.If there is any other information needed, please do not hesitate to contact me at ###-###-####Sincerely,Keeley B[redacted]Controller
[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]
Dear Revdex.com representative,Our Service Director has left Mrs. [redacted] several messages, prior to the Revdex.com Complaint filed and has left one after. Our Service Director sent an email to Mrs. [redacted] today for contact so he can discuss the replacement of the glass.Mrs. [redacted] 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. [redacted] as soon as she makes contact.Best, Gizelle C[redacted]Compliance Director
Dear Revdex.com Representative,Mr. [redacted] references a manufacturer safety recall in his rebuttal. The recall does not have relation to Mr. [redacted]'s starting concern.Mr. [redacted] 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[redacted]Compliance Director
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
Initial Business Response /* (1000, 5, **16/08/07) */
to whom it may concern.[redacted] came in for her appointment [redacted] 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 hair. so in saying that I told her I would do her color and foils for [redacted] 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 6 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 3 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 7 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 4 hours of work and products! sincerely, [redacted]
Initial Consumer Rebuttal /* (3000, 10, **16/08/08) */
[redacted]Document Attached[redacted]
I did tell her that the first side she did was not burning but that the other side was starting to hurt. After she washed the foils out I said again that my head hurt and she said ok. It was not seven hours later it was shortly after I got home and my head was still hurting that I found the burn. As 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. [redacted]
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 [redacted] thank you very much and best wishes to you in the future
Revdex.com Complaint# [redacted]-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. [redacted] (###-###-#### 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 8:31 amMs. [redacted] 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. [redacted] 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[redacted]Controller
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...
Response to complaint # [redacted] – [redacted] We are in receipt of the complaint referenced above and dated May 6, 2015. As of this point in time, Ms. [redacted] has been contacted and our service department had taken care of all of the issues that were outlined in her complaint. These included; buffing of the vehicle, correction of the headlight lens, and many other items. We believe that Ms. [redacted] is completely happy at this point in time and consider this issue to be closed. If there are any other questions or matters that arise from this complaint, I would ask that Ms. [redacted] contact me directly at [redacted] so that they may be addressed right away. Thank you. [redacted]Controller
This response is not unexpected. I 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 vehicle. This was a blatant lie. It shows how they are not truthful. The persons in this dealership that I dealt with are just not truthful. I said that I did sign those papers and I would like for you to see the recording so you understand how I was pressured. At no time did I agree that I was made aware of the $500.00 gift card. The dealership's paperwork should clearly state what was and was not part of the deal. I noticed that you had earlier complaints about their lack of truthfulness. Being rated A plus carries with it the expectation that there is business integrity. That is not the case here (and what about the $138.00 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 was. I was told that it let the company know I no longer owned the car. Yes I did sign these papers but I was duped. That 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[redacted]Compliance Director
Response to Response(1) RE: # [redacted]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 [redacted] was able to rattle off, several hundred dollars in supposed repairs. Unfortunately, you also forgot to mention the part where [redacted] outright REFUSED to give me my car, thus FORCING me to agree to the $400 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 decision. It 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 [redacted] 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 $82 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 $82 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.[redacted]
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 complaining. Ms. [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 $500 gift card originally offered, they would just reduce further the purchase price by $500. This was an option; the dealership personnel were ready and willing to provide the gift card if she preferred. She 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 trade-in vehicle. 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 us. She 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.
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 $25.00 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 matter. Best regards,Gizelle C[redacted]Compliance Director
November 22, 2016Response to complaint ID# [redacted] and [redacted]’s 2007 Accord was first towed to our service September 23, 2016 from our body shop. It had a bad coolant leak. The head gaskets and the valves were destroyed, so after considerable deliberation; Mr. [redacted]...
(customer) and Ms. [redacted] (customer’s Mother) decided to replace the engine with a used engine on October 17, 2016. 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. [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 issue. There are a total of six coil packs on Mr. [redacted]’s 2007 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. [redacted]. We also did not charge Mr. [redacted] for the eight hours of labor to complete the repairs. Mr. [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 him. Enterprise requires a $50.00 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 shuttle. Mr. [redacted] was still not satisfied, so our Service Drive Manager got involved. Mr. [redacted] stated he was tired of dealing with this situation and wanted to know if we could trade him out. Our Service Drive Manager printed out the history of repairs to his vehicle and walked Mr. [redacted] over to our sales department. Our 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 himself. Mr. [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 engine. If there is any other information needed, please do not hesitate to contact me at [redacted].Sincerely,Keeley B[redacted]Controller
November 29, 20162nd Response to Revdex.com Complaint ID#[redacted]We are in receipt of Ms. [redacted]’ 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. [redacted]’ frustration, however the 2007 Honda Accord in question currently has 187,756 miles. As we have explained to Mr. [redacted], during his visit, we recommended additional repairs at the time of service, which were declined. When the 2007 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 2007 however Ms. [redacted], his mother, has also interceded during the repairs as per Mr. [redacted]’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. [redacted], as we have to follow their requirements on customer obligation. If it is helpful, we would be able to offer Ms. [redacted] a rental to transport Mr. [redacted], since the age requirement is an issue and we will reimburse Ms. [redacted] for the $50.00 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[redacted], 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] purchased a vehicle from Bell Honda on October 23, 2015. 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, 2015. 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, 2016 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 resolved. If there is any other information needed, please do not hesitate to contact me at [redacted]Sincerely,Keeley B[redacted]Controller
I have tried many times to work with the dealership to fix the problem, but I've gotten no reply. After 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 nothing. I called Bell Honda to talk to Guin D[redacted] the service manager because he left a message to call him back. I called Guin, and left a message for him to call back, as of today nothing. I 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 battery. I have uploaded the proof of the battery status along with the receipt of purchase of a new battery.
Response to complaint # [redacted] – [redacted] We have received Mr. [redacted]’s complaint dated August 18, 2015. Our General Manager had also spoken to him prior to his complaint being filed as well. Mr. [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 area. Again, 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 well. If 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]
Revdex.com Complaint# [redacted]December 14, 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. [redacted] on the number we have on file ###-###-#### and it is no longer in...
service. He then tried the number listed on the Revdex.com compliant ###-###-#### with multiple attempts; however only leaving one voicemail requesting a return call so we could discuss a resolution. We like Ms. [redacted] to know that unfortunately it out of our control that her battery is outside her factory warranty; therefore we were not able to cover it under her factory warranty. This is stated in the warranty information when she purchased the vehicle. We contacted American Honda on Ms. [redacted]’s behalf and requested assistance from them as a one-time goodwill gesture. American Honda offered to reimburse Ms. [redacted] 50% of her Honda battery if she provides a copy of the invoice for us to submit to them.If there is any other information needed, please do not hesitate to contact me at ###-###-####Sincerely,Keeley B[redacted]Controller
[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]
Dear Revdex.com representative,Our Service Director has left Mrs. [redacted] several messages, prior to the Revdex.com Complaint filed and has left one after. Our Service Director sent an email to Mrs. [redacted] today for contact so he can discuss the replacement of the glass.Mrs. [redacted] 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. [redacted] as soon as she makes contact.Best, Gizelle C[redacted]Compliance Director
Dear Revdex.com Representative,Mr. [redacted] references a manufacturer safety recall in his rebuttal. The recall does not have relation to Mr. [redacted]'s starting concern.Mr. [redacted] 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[redacted]Compliance Director
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
Initial Business Response /* (1000, 5, **16/08/07) */
to whom it may concern.[redacted] came in for her appointment [redacted] 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 hair. so in saying that I told her I would do her color and foils for [redacted] 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 6 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 3 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 7 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 4 hours of work and products! sincerely, [redacted]
Initial Consumer Rebuttal /* (3000, 10, **16/08/08) */
[redacted]Document Attached[redacted]
I did tell her that the first side she did was not burning but that the other side was starting to hurt. After she washed the foils out I said again that my head hurt and she said ok. It was not seven hours later it was shortly after I got home and my head was still hurting that I found the burn. As 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. [redacted]
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 [redacted] thank you very much and best wishes to you in the future
Revdex.com Complaint# [redacted]-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. [redacted] (###-###-#### 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 8:31 amMs. [redacted] 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. [redacted] 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[redacted]Controller
Please see attachment.
Thank you,
Tina J[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.
Regards,
[redacted]