In receiving Ms [redacted] ’s complaint, I spoke to my Finance Director to gather information to properly address this issue She explained that she has spoken to the [redacted] ’s in the days prior to receiving this notice, and felt that we had adequately addressed their concerns That being said, we want to make sure that this concern gets tended to properly and will follow through with whatever assistance that involves us To our knowledge, this customer’s concern is primarily with the banking institutions involved The situation was explained to me in this way: The [redacted] ’s came into our dealership with a pre-approval from [redacted] in the amount of $18, The vehicle and additional warranties and insurances brought their total up to $20,228.89, a difference of $ When that was explained to the customers, they accepted that another financial institution is a more viable option, since the amount from [redacted] was significantly less We are a business that tries to find the most suitable loan at the myriad of lenders who we work with, so this didn’t seem out of the ordinary for us When the customer decided they wanted [redacted] to service their loan, they approached them on their own to initiate a refinance [redacted] then called [redacted] for a payoff and a check was sent Why the amount was less than the payoff is unknown to Arrowhead Honda as we were only involved in the funding of the original loan with [redacted] *** This is clearly a concern now between banks, not with Arrowhead Honda The customer has requested to cancel the GAP and Warranty coverages purchased and we have advised them of the procedure It was explained to them that any refunds will be sent directly to [redacted] as a principal payment unless they can show the loan balance has been paid in full The other option is for them to wait until the loan has been paid and have the refunds sent directly to them- either way, we are happy to help The customer is also aware that in order to initiate the cancellation, they are required to sign a request form, Federal Odometer Statement and provide us with either proof the account is paid or a loan number To date, Ms [redacted] has not been to the dealership to begin the cancellation process However else we can assist these guests we are more than happy to do, and will be available for whatever further questions they may have
This letter is in regards to complaint id# [redacted] Arrowhead Honda has contacted the customer again and the customer has finally agreed to bring the vehicle in for us to look at and fix her problem and no additional costs to her, we have also extended a $store credit for future needs and on May 20th she has agreed that this would satisfy this case and make her happyAt this time she has scheduled an appointment for May 27th @ 3:30pm to drop the vehicle off to fix her concernSincerely, Chris T***Service Drive Manager [redacted]
[redacted] came into our dealership on July 27, needing our specialty financing department to help him obtain a vehicle As sometimes happens with difficult loan attempts, many banks are recruited to help secure financing, which our financial experts are here for Sometimes, specifications need to be met in order to fulfill the obligations of the loan institutions such as a particular percentage down, supporting documentation, or maybe even switching vehicles into something with less miles or less of a payment This is the case in Mr [redacted] situation Mr [redacted] was requiring an additional monies down to secure the remaining loan amount to purchase this vehicle, and also needed to lower the monthly payment according to his debt to income ratio He came back in a few weeks later to recontract for the lower payment and higher amount of cash down, where no problems were encountered He was happy to have had his payment lowered, and drove off our lot a very contented customer The loan was placed with [redacted] He also had gotten a warranty through [redacted] utilizing separate financing through the company itself The information is at [redacted] , but any claims within days of purchase are Arrowhead Honda’s responsibility as part of the purchasing process, and any claims made as such would simply be referred back to the dealership itself Having spoken to [redacted] at [redacted] , the loan documents are, indeed, there at her company and says that a “welcome” letter with all pertinent information was sent to MrSchiffer She can be reached for comment at ###-###-#### at option # As for the temporary plates being expired, sometimes it takes the [redacted] a little longer than expected once the paperwork is received In this instance, a temporary tag was issued with the first visit and cannot be renewed by us unless it has expired When he came in to recontract, it would have taken up to two weeks for processing, quite possibly making his temporary plate expired If that happens, all he would have to do is give his email address to our titling clerk, [redacted] , who could definitely email him an extention I am the Customer Relations Manager and could easily have aided in this situation, giving direction and assistance to all of Mr [redacted] concerns, but this is the first I am hearing of any sort of disturbance or upset I hope he feels confident enough to contact me at any of the below addresses to alleviate any other concerns, as I welcome any chance to help a guest of Arrowhead Honda Thank you for your time and consideration regarding this valued customer If there is anything further required for clarification, please call or email me at the below pathways
This guest of Arrowhead Honda Service Department has been contacted and is satisfied at this time Has been given the $coupon credit that was erroneously omitted, and has also been noted to receive additional future discounts for the misunderstanding and inconvenience If you have anything further to discuss or need any additional information, please do not hesitate to contact me directly Thank you, [redacted] ***Customer Relations ManagerArrowhead Honda
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10211481, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Again, We came into the dealership with a pre-approved loan from our bank the salesman saw the approved loan amount of 18,he continued to up-sell and told us that our credit was bad and we had to go to *** *** they had no reason to run our credit we only had approval for 18, you are culpablewe told you we wanted *** -you ignored that and got the two banks involved Arrowhead Honda does not act in good faith Apparently Arrowhead Honda and *** *** have a relationship that disregards any customers best interests Shame on you!
*** *** and Arrowhead Honda worked together very well it's obvious that they knew what they were doing Lying and Cheating and double-speak And canceling warranty and GAP cannot be done verbally and it took phone calls to get the right phone number and the form ,when it came had different references ,it doesn't make sense so we'll fill out what we have and return it
Arrowhead Honda is directly responsible A pre-approved loan is like cashno need to run credittax and title and license and out the door
This is the most disturbing experience we have ever had we will not associate ever again with either Arrowhead Honda or *** *** and we will inform all of our friends and family and anybody else., including any news stations.
Regards,
*** ***
I am the Service Manager for Arrowhead Honda and I am responding to the complaint ID#*** In this particular case we have addressed the customers issue of the “screeching nose” we let her know that we were unable to dupli*** the noise she was referring to but after looking at the
vehicle it did need a drive belt replaced due to the condition of the belt as well as the time and mileage on the belt and that the belt could be possibly causing the noise she is hearingThis item was never sold to her telling her that it would fix the problem, as she stated we told her we were unable to dupli*** her noiseThis drive belt was sold to her because it was due according to the condition of the belt as well the time and mileage that were on the beltThe other items that were presented to the customer were also recommended due to time, mileage and condition of the itemsTo be fair to our customers we always perform a safety inspection on every vehicle to assure we give our customers the best customer service as well as make sure they are safe when they leave our facility, after this inspection was performed whe then notified the customer and let her know of certain items that were noted by the technicianAfter presenting this multi-point inspection to the customer she then decided to authorize the repairs, when she picked the vehicle up she was a little concerned about the items that were needed and I personally sat down with her and explained everything very thoroughlyAfter the conversation she seemed to understand everything very well and I even discounted the repair order by $to help her outShe did have some power steering issue that were certainly a safety issue as well as suspension components that were badSince I sat down with her in my office and gave her the additional $off she has written the Revdex.comI have contacted the customer and had a long conversation with her again on 5/7/and explained everything in great detail, at this point we have invited her back to the dealership so we can try to dupli*** the noise and even offered to fix it at no cost to her to make her happy and retain her business, unfortunately she hasn’t taken us up on the offer at this time. Sincerely, Chris T***Service Manager***
[redacted],We do apologize for any inconvenience you feel you have had with this matter. Unfortunately Arrowhead Honda has done all that we could on our part. We have never denied your request to fix this issue. Arrowhead has replaced this part twice for you and as I do agree this is all...
that we can do. This is out of our hands at this point and needs to be taken up with Corporate Honda. They are the ones that manufacture this part and can help you more internally. Please contact corporate Honda and open up a case with them. If you have any further questions please feel free to reach out to me.CORPORATE HONDA ###-###-####HONDA CUSTOMER CARE ###-###-####Sincerely,Jill Ch[redacted]Customer Relations ManagerArrowhead HondaDirect: ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I...
reviewed appear below.
They have my copy of my original vehicle registration and have not yet returned it. I have emailed to Arrowhead asking for it over 2 weeks ago and still not received. I am required to carry that in my vehicle and they have my copy. Requesting to have it sent to me.
Regards,
[redacted]
We have been working with [redacted] in regards to this complaint. After speakingwith [redacted] I realized she was sold a car without the Navigation and [redacted], this is something that she really wanted. I worked with [redacted] Honda to find the exact same vehicle such as color, make, and model with...
navigation.On Tuesday we ordered a car from [redacted] it was delivered Thursday night.[redacted] came in on Friday around 2:00 pm, we did a trade out between Vehicles. [redacted] now how the vehicle with [redacted] and Navigation.Eric G[redacted] met with [redacted] and went over the car and how to use the system. We made sure the carwas detailed and ready to go,[redacted] did a walk around and everything was set to her standards. Thanks,Jill C[redacted]
In receiving Ms. [redacted]’s complaint, I spoke to my Finance Director to gather information to properly address this issue. She explained that she has spoken to the [redacted]’s in the days prior to receiving this notice, and felt that we had adequately addressed their concerns. That being...
said, we want to make sure that this concern gets tended to properly and will follow through with whatever assistance that involves us. To our knowledge, this customer’s concern is primarily with the banking institutions involved. The situation was explained to me in this way:
The [redacted]’s came into our dealership with a pre-approval from [redacted] in the amount of $18,000. The vehicle and additional warranties and insurances brought their total up to $20,228.89, a difference of $2228.89. When that was explained to the customers, they accepted that another financial institution is a more viable option, since the amount from [redacted] was significantly less. We are a business that tries to find the most suitable loan at the myriad of lenders who we work with, so this didn’t seem out of the ordinary for us.
When the customer decided they wanted [redacted] to service their loan, they approached them on their own to initiate a refinance. [redacted] then called [redacted] for a payoff and a check was sent. Why the amount was less than the payoff is unknown to Arrowhead Honda as we were only involved in the funding of the original loan with [redacted]. This is clearly a concern now between banks, not with Arrowhead Honda.
The customer has requested to cancel the GAP and Warranty coverages purchased and we have advised them of the procedure. It was explained to them that any refunds will be sent directly to [redacted] as a principal payment unless they can show the loan balance has been paid in full. The other option is for them to wait until the loan has been paid and have the refunds sent directly to them- either way, we are happy to help. The customer is also aware that in order to initiate the cancellation, they are required to sign a request form, Federal Odometer Statement and provide us with either proof the account is paid or a loan number. To date, Ms. [redacted] has not been to the dealership to begin the cancellation process.
However else we can assist these guests we are more than happy to do, and will be available for whatever further questions they may have.
[redacted],I am not sure if you filled out a cancellation Form. Attached is a cancellation form that needs to be filled out with a signature and date. Once this is sent back to me I will send it to the Nation State Drivers. At that time it will take anywhere from 1-4 weeks to process. If your vehicle loan...
is paid off they will cut you a check. If you still owe on the loan than the money is sent towards your loan. Please make sure you add your account number that you have through American Honda Finance. Please let me know if you have any further questions. Thanks, Jill C[redacted]Customer Relations ManagerArrowhead HondaDirect: ###-###-####[redacted]
The response is now irrelevant because the business contacted me directly and we came to an acceptable resolution.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]
Called and left message. I would like to make sure we have the correct amount and where the money is going to go. This will be canceled. Please attach your copy of the cancellation form. Thanks, Jill C[redacted]
The Service Director, [redacted], has been in personal contact with this customer, having had her come back in to show her exactly what the technician working on her vehicle had found – that her transmission was, in fact, leaking – and she witnessed the leak herself. Since this discovery, she...
has decided to have her transmission repaired here, upon the discovery as to exactly what needs to be repaired. We have agreed to repair the shift shaft seal (a $300+ value) at no charge as a courtesy for the trouble she experienced during this process. Our exclusive Honda Representative has taken all information into consideration and is deciding on how much participation that Honda Motor Company will give towards this repair and towards the parts replaced, and Mr. [redacted] has left the remaining amount left to be the percentage paid by the customer to be decided by her. He believes this is the very best way to ensure that her faith in our repairs and our continued relationship will thrive. We hope that this has cleared all miscommunications and misconceptions about this matter, and we are pleased to have the opportunity to help this guest retain a very safe and reliable mode of transportation for years to come. If you have any further questions, please feel free to contact me at the below address. [redacted]Customer Relations ManagerArrowhead Honda[redacted]@[redacted].[redacted]###-###-####
[redacted] We were still diligently working with the banks to get you approved with what little information we had. It takes days and even weeks for banks and creditors to reply. We were also waiting on some missing information that you were supposed to be bringing us .Attached is the piece of paper that was given to you with information needed in order to get your loan to the “FINAL” funding processPaycheck Stubs Verification of employmentAs stated “these things MUST be completed prior to your deal being finalized. This was signed and dated by the buyer and co-buyer 1/14/2017When your credit app is submitted it is sent to different banks at this time some lenders will decline some will have an outrageous interest rate, and others may not give us what we need. We look for the best interest rate available for your credit if any is available. We don’t just submit to one lender. On your credit app it is signed and dated in SECTION D that you allow us to submit your credit application to any finance company, bank, or institution. We don’t just submit to one lender and in all hopes to find you the best financing possible.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted]The service manager called me on May 1, 2015 to discuss my complaint. We discussed the following issues: The service adviser did tell me that the replacement belt solved the problem of the screeching noise. He did not tell me that it needed to be replaced because of the "time and mileage" The manager told me that the belt would have made a "flapping" noise which it did not. He did offer to "fix" the problem at no charge. I did not authorize the safety inspection. I only authorized the repairs because I was afraid to drive the car. After I did some research, none of the repairs were safety issues. I was given erroneous information. Since I had brought the car in for an oil change only two months earlier, I asked the service adviser how so many things could go wrong in such a short time. The adviser told me that no safety inspection was done at that time even though the manager told me that it was done every time. I asked the same question of the service manager and his response was that "they are not making cars like they used to". Am I to infer that Honda is now making an inferior product? I did understand what the manager was telling me and am not convinced that any of the repairs that were done were necessary. He focused on the screeching noise and his willingness to fix the problem although I wanted to discuss the other repairs. He then told me that he had already talked to me for 30 minutes. Is there a time limit to discuss a problem with the customer? I am reluctant to bring my car back to the dealership to fix the noise because I question their credibility.
Regards,
[redacted]
Parts in question have been replaced once not twice someone can hand select a set that do not have defects and put them on my car. It's a simple solution to an ongoing problem if someone will just take the time and cared enough about the costemer. I would be willing to come in and select a set without defects myself if no one has the time.
[redacted] came into our dealership on July 27, 2014 needing our specialty financing department to help him obtain a vehicle. As sometimes happens with difficult loan attempts, many banks are recruited to help secure financing, which our financial experts are here for. Sometimes,...
specifications need to be met in order to fulfill the obligations of the loan institutions such as a particular percentage down, supporting documentation, or maybe even switching vehicles into something with less miles or less of a payment. This is the case in Mr. [redacted] situation. Mr. [redacted] was requiring an additional monies down to secure the remaining loan amount to purchase this vehicle, and also needed to lower the monthly payment according to his debt to income ratio. He came back in a few weeks later to recontract for the lower payment and higher amount of cash down, where no problems were encountered. He was happy to have had his payment lowered, and drove off our lot a very contented customer. The loan was placed with [redacted]. He also had gotten a warranty through [redacted] utilizing separate financing through the company itself. The information is at [redacted], but any claims within 30 days of purchase are Arrowhead Honda’s responsibility as part of the purchasing process, and any claims made as such would simply be referred back to the dealership itself. Having spoken to [redacted] at [redacted], the loan documents are, indeed, there at her company and says that a “welcome” letter with all pertinent information was sent to Mr. Schiffer. She can be reached for comment at ###-###-#### at option #3. As for the temporary plates being expired, sometimes it takes the [redacted] a little longer than expected once the paperwork is received. In this instance, a temporary tag was issued with the first visit and cannot be renewed by us unless it has expired. When he came in to recontract, it would have taken up to two weeks for processing, quite possibly making his temporary plate expired. If that happens, all he would have to do is give his email address to our titling clerk, [redacted], who could definitely email him an extention. I am the Customer Relations Manager and could easily have aided in this situation, giving direction and assistance to all of Mr. [redacted] concerns, but this is the first I am hearing of any sort of disturbance or upset. I hope he feels confident enough to contact me at any of the below addresses to alleviate any other concerns, as I welcome any chance to help a guest of Arrowhead Honda. Thank you for your time and consideration regarding this valued customer. If there is anything further required for clarification, please call or email me at the below pathways.
In receiving Ms [redacted] ’s complaint, I spoke to my Finance Director to gather information to properly address this issue She explained that she has spoken to the [redacted] ’s in the days prior to receiving this notice, and felt that we had adequately addressed their concerns That being said, we want to make sure that this concern gets tended to properly and will follow through with whatever assistance that involves us To our knowledge, this customer’s concern is primarily with the banking institutions involved The situation was explained to me in this way: The [redacted] ’s came into our dealership with a pre-approval from [redacted] in the amount of $18, The vehicle and additional warranties and insurances brought their total up to $20,228.89, a difference of $ When that was explained to the customers, they accepted that another financial institution is a more viable option, since the amount from [redacted] was significantly less We are a business that tries to find the most suitable loan at the myriad of lenders who we work with, so this didn’t seem out of the ordinary for us When the customer decided they wanted [redacted] to service their loan, they approached them on their own to initiate a refinance [redacted] then called [redacted] for a payoff and a check was sent Why the amount was less than the payoff is unknown to Arrowhead Honda as we were only involved in the funding of the original loan with [redacted] *** This is clearly a concern now between banks, not with Arrowhead Honda The customer has requested to cancel the GAP and Warranty coverages purchased and we have advised them of the procedure It was explained to them that any refunds will be sent directly to [redacted] as a principal payment unless they can show the loan balance has been paid in full The other option is for them to wait until the loan has been paid and have the refunds sent directly to them- either way, we are happy to help The customer is also aware that in order to initiate the cancellation, they are required to sign a request form, Federal Odometer Statement and provide us with either proof the account is paid or a loan number To date, Ms [redacted] has not been to the dealership to begin the cancellation process However else we can assist these guests we are more than happy to do, and will be available for whatever further questions they may have
This letter is in regards to complaint id# [redacted] Arrowhead Honda has contacted the customer again and the customer has finally agreed to bring the vehicle in for us to look at and fix her problem and no additional costs to her, we have also extended a $store credit for future needs and on May 20th she has agreed that this would satisfy this case and make her happyAt this time she has scheduled an appointment for May 27th @ 3:30pm to drop the vehicle off to fix her concernSincerely, Chris T***Service Drive Manager [redacted]
[redacted] came into our dealership on July 27, needing our specialty financing department to help him obtain a vehicle As sometimes happens with difficult loan attempts, many banks are recruited to help secure financing, which our financial experts are here for Sometimes, specifications need to be met in order to fulfill the obligations of the loan institutions such as a particular percentage down, supporting documentation, or maybe even switching vehicles into something with less miles or less of a payment This is the case in Mr [redacted] situation Mr [redacted] was requiring an additional monies down to secure the remaining loan amount to purchase this vehicle, and also needed to lower the monthly payment according to his debt to income ratio He came back in a few weeks later to recontract for the lower payment and higher amount of cash down, where no problems were encountered He was happy to have had his payment lowered, and drove off our lot a very contented customer The loan was placed with [redacted] He also had gotten a warranty through [redacted] utilizing separate financing through the company itself The information is at [redacted] , but any claims within days of purchase are Arrowhead Honda’s responsibility as part of the purchasing process, and any claims made as such would simply be referred back to the dealership itself Having spoken to [redacted] at [redacted] , the loan documents are, indeed, there at her company and says that a “welcome” letter with all pertinent information was sent to MrSchiffer She can be reached for comment at ###-###-#### at option # As for the temporary plates being expired, sometimes it takes the [redacted] a little longer than expected once the paperwork is received In this instance, a temporary tag was issued with the first visit and cannot be renewed by us unless it has expired When he came in to recontract, it would have taken up to two weeks for processing, quite possibly making his temporary plate expired If that happens, all he would have to do is give his email address to our titling clerk, [redacted] , who could definitely email him an extention I am the Customer Relations Manager and could easily have aided in this situation, giving direction and assistance to all of Mr [redacted] concerns, but this is the first I am hearing of any sort of disturbance or upset I hope he feels confident enough to contact me at any of the below addresses to alleviate any other concerns, as I welcome any chance to help a guest of Arrowhead Honda Thank you for your time and consideration regarding this valued customer If there is anything further required for clarification, please call or email me at the below pathways
This guest of Arrowhead Honda Service Department has been contacted and is satisfied at this time Has been given the $coupon credit that was erroneously omitted, and has also been noted to receive additional future discounts for the misunderstanding and inconvenience If you have anything further to discuss or need any additional information, please do not hesitate to contact me directly Thank you, [redacted] ***Customer Relations ManagerArrowhead Honda
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10211481, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Again, We came into the dealership with a pre-approved loan from our bank the salesman saw the approved loan amount of 18,he continued to up-sell and told us that our credit was bad and we had to go to *** *** they had no reason to run our credit we only had approval for 18, you are culpablewe told you we wanted *** -you ignored that and got the two banks involved Arrowhead Honda does not act in good faith Apparently Arrowhead Honda and *** *** have a relationship that disregards any customers best interests Shame on you!
*** *** and Arrowhead Honda worked together very well it's obvious that they knew what they were doing Lying and Cheating and double-speak And canceling warranty and GAP cannot be done verbally and it took phone calls to get the right phone number and the form ,when it came had different references ,it doesn't make sense so we'll fill out what we have and return it
Arrowhead Honda is directly responsible A pre-approved loan is like cashno need to run credittax and title and license and out the door
This is the most disturbing experience we have ever had we will not associate ever again with either Arrowhead Honda or *** *** and we will inform all of our friends and family and anybody else., including any news stations.
Regards,
*** ***
I am the Service Manager for Arrowhead Honda and I am responding to the complaint ID#*** In this particular case we have addressed the customers issue of the “screeching nose” we let her know that we were unable to dupli*** the noise she was referring to but after looking at the
vehicle it did need a drive belt replaced due to the condition of the belt as well as the time and mileage on the belt and that the belt could be possibly causing the noise she is hearingThis item was never sold to her telling her that it would fix the problem, as she stated we told her we were unable to dupli*** her noiseThis drive belt was sold to her because it was due according to the condition of the belt as well the time and mileage that were on the beltThe other items that were presented to the customer were also recommended due to time, mileage and condition of the itemsTo be fair to our customers we always perform a safety inspection on every vehicle to assure we give our customers the best customer service as well as make sure they are safe when they leave our facility, after this inspection was performed whe then notified the customer and let her know of certain items that were noted by the technicianAfter presenting this multi-point inspection to the customer she then decided to authorize the repairs, when she picked the vehicle up she was a little concerned about the items that were needed and I personally sat down with her and explained everything very thoroughlyAfter the conversation she seemed to understand everything very well and I even discounted the repair order by $to help her outShe did have some power steering issue that were certainly a safety issue as well as suspension components that were badSince I sat down with her in my office and gave her the additional $off she has written the Revdex.comI have contacted the customer and had a long conversation with her again on 5/7/and explained everything in great detail, at this point we have invited her back to the dealership so we can try to dupli*** the noise and even offered to fix it at no cost to her to make her happy and retain her business, unfortunately she hasn’t taken us up on the offer at this time. Sincerely, Chris T***Service Manager***
[redacted],We do apologize for any inconvenience you feel you have had with this matter. Unfortunately Arrowhead Honda has done all that we could on our part. We have never denied your request to fix this issue. Arrowhead has replaced this part twice for you and as I do agree this is all...
that we can do. This is out of our hands at this point and needs to be taken up with Corporate Honda. They are the ones that manufacture this part and can help you more internally. Please contact corporate Honda and open up a case with them. If you have any further questions please feel free to reach out to me.CORPORATE HONDA ###-###-####HONDA CUSTOMER CARE ###-###-####Sincerely,Jill Ch[redacted]Customer Relations ManagerArrowhead HondaDirect: ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I...
reviewed appear below.
They have my copy of my original vehicle registration and have not yet returned it. I have emailed to Arrowhead asking for it over 2 weeks ago and still not received. I am required to carry that in my vehicle and they have my copy. Requesting to have it sent to me.
Regards,
[redacted]
We have been working with [redacted] in regards to this complaint. After speakingwith [redacted] I realized she was sold a car without the Navigation and [redacted], this is something that she really wanted. I worked with [redacted] Honda to find the exact same vehicle such as color, make, and model with...
navigation.On Tuesday we ordered a car from [redacted] it was delivered Thursday night.[redacted] came in on Friday around 2:00 pm, we did a trade out between Vehicles. [redacted] now how the vehicle with [redacted] and Navigation.Eric G[redacted] met with [redacted] and went over the car and how to use the system. We made sure the carwas detailed and ready to go,[redacted] did a walk around and everything was set to her standards. Thanks,Jill C[redacted]
In receiving Ms. [redacted]’s complaint, I spoke to my Finance Director to gather information to properly address this issue. She explained that she has spoken to the [redacted]’s in the days prior to receiving this notice, and felt that we had adequately addressed their concerns. That being...
said, we want to make sure that this concern gets tended to properly and will follow through with whatever assistance that involves us. To our knowledge, this customer’s concern is primarily with the banking institutions involved. The situation was explained to me in this way:
The [redacted]’s came into our dealership with a pre-approval from [redacted] in the amount of $18,000. The vehicle and additional warranties and insurances brought their total up to $20,228.89, a difference of $2228.89. When that was explained to the customers, they accepted that another financial institution is a more viable option, since the amount from [redacted] was significantly less. We are a business that tries to find the most suitable loan at the myriad of lenders who we work with, so this didn’t seem out of the ordinary for us.
When the customer decided they wanted [redacted] to service their loan, they approached them on their own to initiate a refinance. [redacted] then called [redacted] for a payoff and a check was sent. Why the amount was less than the payoff is unknown to Arrowhead Honda as we were only involved in the funding of the original loan with [redacted]. This is clearly a concern now between banks, not with Arrowhead Honda.
The customer has requested to cancel the GAP and Warranty coverages purchased and we have advised them of the procedure. It was explained to them that any refunds will be sent directly to [redacted] as a principal payment unless they can show the loan balance has been paid in full. The other option is for them to wait until the loan has been paid and have the refunds sent directly to them- either way, we are happy to help. The customer is also aware that in order to initiate the cancellation, they are required to sign a request form, Federal Odometer Statement and provide us with either proof the account is paid or a loan number. To date, Ms. [redacted] has not been to the dealership to begin the cancellation process.
However else we can assist these guests we are more than happy to do, and will be available for whatever further questions they may have.
[redacted],I am not sure if you filled out a cancellation Form. Attached is a cancellation form that needs to be filled out with a signature and date. Once this is sent back to me I will send it to the Nation State Drivers. At that time it will take anywhere from 1-4 weeks to process. If your vehicle loan...
is paid off they will cut you a check. If you still owe on the loan than the money is sent towards your loan. Please make sure you add your account number that you have through American Honda Finance. Please let me know if you have any further questions. Thanks, Jill C[redacted]Customer Relations ManagerArrowhead HondaDirect: ###-###-####[redacted]
The response is now irrelevant because the business contacted me directly and we came to an acceptable resolution.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]
[redacted] Honda and [redacted] Honda are taking care of this for him . We are replacing the emblem free of charge.
Called and left message. I would like to make sure we have the correct amount and where the money is going to go. This will be canceled. Please attach your copy of the cancellation form. Thanks, Jill C[redacted]
The Service Director, [redacted], has been in personal contact with this customer, having had her come back in to show her exactly what the technician working on her vehicle had found – that her transmission was, in fact, leaking – and she witnessed the leak herself. Since this discovery, she...
has decided to have her transmission repaired here, upon the discovery as to exactly what needs to be repaired. We have agreed to repair the shift shaft seal (a $300+ value) at no charge as a courtesy for the trouble she experienced during this process. Our exclusive Honda Representative has taken all information into consideration and is deciding on how much participation that Honda Motor Company will give towards this repair and towards the parts replaced, and Mr. [redacted] has left the remaining amount left to be the percentage paid by the customer to be decided by her. He believes this is the very best way to ensure that her faith in our repairs and our continued relationship will thrive. We hope that this has cleared all miscommunications and misconceptions about this matter, and we are pleased to have the opportunity to help this guest retain a very safe and reliable mode of transportation for years to come. If you have any further questions, please feel free to contact me at the below address. [redacted]Customer Relations ManagerArrowhead Honda[redacted]@[redacted].[redacted]###-###-####
[redacted] We were still diligently working with the banks to get you approved with what little information we had. It takes days and even weeks for banks and creditors to reply. We were also waiting on some missing information that you were supposed to be bringing us .Attached is the piece of paper that was given to you with information needed in order to get your loan to the “FINAL” funding processPaycheck Stubs Verification of employmentAs stated “these things MUST be completed prior to your deal being finalized. This was signed and dated by the buyer and co-buyer 1/14/2017When your credit app is submitted it is sent to different banks at this time some lenders will decline some will have an outrageous interest rate, and others may not give us what we need. We look for the best interest rate available for your credit if any is available. We don’t just submit to one lender. On your credit app it is signed and dated in SECTION D that you allow us to submit your credit application to any finance company, bank, or institution. We don’t just submit to one lender and in all hopes to find you the best financing possible.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted]The service manager called me on May 1, 2015 to discuss my complaint. We discussed the following issues: The service adviser did tell me that the replacement belt solved the problem of the screeching noise. He did not tell me that it needed to be replaced because of the "time and mileage" The manager told me that the belt would have made a "flapping" noise which it did not. He did offer to "fix" the problem at no charge. I did not authorize the safety inspection. I only authorized the repairs because I was afraid to drive the car. After I did some research, none of the repairs were safety issues. I was given erroneous information. Since I had brought the car in for an oil change only two months earlier, I asked the service adviser how so many things could go wrong in such a short time. The adviser told me that no safety inspection was done at that time even though the manager told me that it was done every time. I asked the same question of the service manager and his response was that "they are not making cars like they used to". Am I to infer that Honda is now making an inferior product? I did understand what the manager was telling me and am not convinced that any of the repairs that were done were necessary. He focused on the screeching noise and his willingness to fix the problem although I wanted to discuss the other repairs. He then told me that he had already talked to me for 30 minutes. Is there a time limit to discuss a problem with the customer? I am reluctant to bring my car back to the dealership to fix the noise because I question their credibility.
Regards,
[redacted]
Parts in question have been replaced once not twice someone can hand select a set that do not have defects and put them on my car. It's a simple solution to an ongoing problem if someone will just take the time and cared enough about the costemer. I would be willing to come in and select a set without defects myself if no one has the time.
[redacted] came into our dealership on July 27, 2014 needing our specialty financing department to help him obtain a vehicle. As sometimes happens with difficult loan attempts, many banks are recruited to help secure financing, which our financial experts are here for. Sometimes,...
specifications need to be met in order to fulfill the obligations of the loan institutions such as a particular percentage down, supporting documentation, or maybe even switching vehicles into something with less miles or less of a payment. This is the case in Mr. [redacted] situation. Mr. [redacted] was requiring an additional monies down to secure the remaining loan amount to purchase this vehicle, and also needed to lower the monthly payment according to his debt to income ratio. He came back in a few weeks later to recontract for the lower payment and higher amount of cash down, where no problems were encountered. He was happy to have had his payment lowered, and drove off our lot a very contented customer. The loan was placed with [redacted]. He also had gotten a warranty through [redacted] utilizing separate financing through the company itself. The information is at [redacted], but any claims within 30 days of purchase are Arrowhead Honda’s responsibility as part of the purchasing process, and any claims made as such would simply be referred back to the dealership itself. Having spoken to [redacted] at [redacted], the loan documents are, indeed, there at her company and says that a “welcome” letter with all pertinent information was sent to Mr. Schiffer. She can be reached for comment at ###-###-#### at option #3. As for the temporary plates being expired, sometimes it takes the [redacted] a little longer than expected once the paperwork is received. In this instance, a temporary tag was issued with the first visit and cannot be renewed by us unless it has expired. When he came in to recontract, it would have taken up to two weeks for processing, quite possibly making his temporary plate expired. If that happens, all he would have to do is give his email address to our titling clerk, [redacted], who could definitely email him an extention. I am the Customer Relations Manager and could easily have aided in this situation, giving direction and assistance to all of Mr. [redacted] concerns, but this is the first I am hearing of any sort of disturbance or upset. I hope he feels confident enough to contact me at any of the below addresses to alleviate any other concerns, as I welcome any chance to help a guest of Arrowhead Honda. Thank you for your time and consideration regarding this valued customer. If there is anything further required for clarification, please call or email me at the below pathways.
The car has been returned and the case is closed.