Tempe Honda

We were very disappointed to learn that your service here at Tempe Honda over a year ago did not meet your expectations and, consequently, did not meet oursWe would like the opportunity to replace the AMSOIL filter and provide a complimentary lube service at the same time your vehicle is here at a time that is convenient for you to return it to our the service departmentWe will need to re-order the AMSOIL filter needing replacement Please e-mail any information you have about the specific AMSOIL filter we are to replace so we can expedite the re-order of that filter and have it available when you come inWe will also be calling the phone number you provided to address all concerns and set a time to do the repair/maintenance.We sincerely thank you for your business in the past It is our best hope that we can resolve this concern and reach the point that you are completely satisfied with our dealership and our service department.I can be reached at Tempe Honda via email at [redacted] or contact me on my direct line at ###-###-####.Thank You for Your Business, [redacted] Customer Relations DirectorTempe Honda

We were very disappointed to learn that your service here at Tempe Honda over a year ago did not meet your expectations and, consequently, did not meet ours. We would like the opportunity to replace the AMSOIL filter and provide a complimentary lube service at the same time...

your vehicle is here at a time that is convenient for you to return it to our the service department. We will need to re-order the AMSOIL filter needing replacement.   Please e-mail any information you have about the specific AMSOIL filter we are to replace so we can expedite the re-order of that filter and have it available when you come in. We will also be calling the phone number you provided to address all concerns and set a time to do the repair/maintenance.We sincerely thank you for your business in the past.  It is our best hope that we can resolve this concern and reach the point that you are completely satisfied with our dealership and our service department.I can be reached at Tempe Honda via email at [redacted] or contact me on my direct line at ###-###-####.Thank You for Your Business,[redacted]Customer Relations DirectorTempe Honda

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution was satisfactory to me.  The business has resolved the disputed amount and was prompt in following up as the resolution was completed.  I consider this complaint resolved.

Regards,[redacted]

Thank you for forwarding the Complaint placed by [redacted].  Our Finance Director has prepared the following response. Tempe Honda received an application for credit on or about May 1, 2014 from [redacted] to purchase a vehicle. Tempe Honda submitted Ms....

[redacted]’ application to multiple lenders, some of whom approved her request, thereby satisfying our claim of 100% approval. Other lenders declined Ms. [redacted]’ application for credit as not meeting their specific requirements.The terms of the lender approvals received were discussed with Ms. [redacted] by Tempe Honda Management, including down payment requirements, loan amount maximums, required documentation, and annual percentage rates. Unfortunately, Ms. [redacted] found some or all of these terms were not acceptable to her, and requested alternative terms. Tempe Honda was unable to provide suitable alternatives for Ms. [redacted] which resulted in no vehicle sale.The letter Ms. [redacted] refers to in her complaint was most likely sent by one of the lenders who declined her application, as is their requirement and policy. These letters typically state specific reasons for credit denial and provide the consumer with instructions on how to obtain further information including a free copy of her credit report. The lenders who approved Ms. [redacted]’ application are not required to provide letters to that effect.While Tempe Honda regrets not being able to meet every customers’ specific requests, we stand by our claim of finding approvals for 100% of applicants. If Ms. [redacted] would like to revisit the terms of the approvals we did receive, Tempe Honda is certainly willing to work with her to find a mutually beneficial outcome.Respectfully,[redacted]Financial Services Director

We were very disappointed to learn that your service here at Tempe Honda over a year ago did not meet your expectations and, consequently, did not meet ours. We would like the opportunity to replace the AMSOIL filter and provide a complimentary lube service at the same time...

your vehicle is here at a time that is convenient for you to return it to our the service department. We will need to re-order the AMSOIL filter needing replacement.   Please e-mail any information you have about the specific AMSOIL filter we are to replace so we can expedite the re-order of that filter and have it available when you come in. We will also be calling the phone number you provided to address all concerns and set a time to do the repair/maintenance.We sincerely thank you for your business in the past.  It is our best hope that we can resolve this concern and reach the point that you are completely satisfied with our dealership and our service department.I can be reached at Tempe Honda via email at [redacted] or contact me on my direct line at ###-###-####.Thank You for Your Business,[redacted]Customer Relations DirectorTempe Honda

Dear [redacted],

Thank you for forwarding the complaint placed by Gen [redacted] regarding the lien reported as outstanding from another owner.  We have taken time this week to carefully research the sequence of events regarding this vehicle and the transactions that we are...

aware of concerning Gen [redacted] and our dealership.  Please find attached the timeline and reported action/events prepared by our Finance Director. 

The dealership certainly appreciates Gen [redacted]'s business as well as making us aware of the reported concerns even though it was difficult on a busy Saturday to adequately address her sincere concern to her satisfaction that day. We do apologize for the miscommunication. Hopefully, the information provide will clarify what transpired with her vehicle.

It is our conclusion that the Dealership acted in good faith and fullfilled all contractual requirements as indicate in the information provided in the attachment and listed below. At this point, we believe this matter should be closed.  While we understand Gen [redacted]s displeasure with our dealership, we do welcome her and it is our best hope that we would be able to serve her automobile needs in the future.

Please contact us if there are additional questions or concerns needing to be addressed.

Customer Relatons 

Attachment:  Gen [redacted] - Timeline (prepared by Dealership Finance Director.)

1/13/2011 – Tempe Honda purchases 2004 [redacted] VIN# [redacted] as a trade-in.  Prior owner completes and signs all documents transferring vehicle ownership

including Bill of Sale and Authorization for Payoff. Vehicle has an outstanding lien to [redacted] which is verified by Tempe Honda and a payoff check sent 

1/29/2011 – [redacted] purchases 2004 [redacted] VIN# [redacted] from Tempe Honda. Financing is arranged through [redacted]

2/3/2011 – [redacted] releases their lien on vehicle due to payoff check received from Tempe Honda

2/18/2011 – Registration and title process for Ms. [redacted]’s vehicle completed including filing of [redacted] Lien with AZ [redacted] via [redacted] 3rd Party Title Service – no additional liens are recorded. Subsequent to this date, Ms. [redacted] pays off the loan and [redacted] Federal Credit Union releases their lien

3/8/2014 (Estimated) – Ms. [redacted] attempts to sell her car to [redacted] and is told there is a lien outstanding with [redacted] (now known as [redacted])

3/8/2014 – [redacted] representative [redacted] contacts Tempe Honda (presumably on behalf of Ms. [redacted]) claiming that Tempe Honda had placed two liens on the vehicle. Two representatives from Tempe Honda tell Ms. [redacted] that our Titles Department is closed on Saturday and that we will research the issue and contact our customer on Monday 3/10/2014

3/10/2014 – Ms. [redacted] left me a message describing the issue and stating that the Tempe Honda representatives who were contacted on Saturday had not been willing to help.

 

3/10/2014 – I contacted to Ms. [redacted], apologized for any unprofessional treatment she or Ms. [redacted] may have received on the phone Saturday, and then began investigating her claim. I ran a Motor Vehicle Record on the car she purchased from Tempe Honda (and financed through [redacted] CU). AZ [redacted] shows no liens exist currently, and I confirmed with her that her [redacted] loan had been paid off some time ago.

 

3/10/2014 – At Ms. [redacted]'s request, I also contacted Ms. [redacted] at [redacted]. I was told they had searched some other database and found an outstanding lien from [redacted] (or [redacted]), which was taken over some years ago by [redacted]. [redacted] supposedly had contacted [redacted] and were told a lien still exists on the car, but would not provide any specific information. They told her to contact Tempe Honda.

 

3/10/2014 – I called Ms. [redacted] again, explained that [redacted] had been purchased by [redacted], and this was more likely a situation of one bank possibly not transferring correct information to the subsequent holder of a contract, rather than multiple liens. She asked me to contact [redacted] for further confirmation, which I did by email. I also left a

message for Ms. [redacted] at [redacted] to find out the name of the database they used to locate this supposed addition lien – she never returned my call.

 

 3/10/2014 – I confirmed with our Titles Department that we did pay off a [redacted] loan from the vehicle's prior owner.

3/11/2014 – I received an email response from [redacted] USA Dealer Control stating their lien on this vehicle was released on 2/3/11 to Tempe Honda after payoff was received and posted and no further liens had been placed on the vehicle.

3/11/2014 – I called Ms. [redacted] back and told her that I had confirmed with [redacted] that they hold no liens on her vehicle whatsoever. I told her that if [redacted] is unwilling to purchase her car based on information available to them, it is their choice as a business. I re-stated the fact that [redacted] Records shows no unpaid liens for her car’s VIN# and that state motor vehicle departments are the authority recognized by most vehicle purchasers. She asked me for further information about the car and prior loan, which I declined to provide citing privacy of the Tempe Honda customer whom we purchased the car from.

1/13/2011 – Tempe Honda purchases 2004 [redacted] VIN# [redacted] as a trade-in.  Prior owner completes and signs all documents transferring vehicle ownership including Bill of Sale and Authorization for Payoff. Vehicle has an outstanding lien to [redacted] which is verified by Tempe Honda and a payoff check sent

1/29/2011 – [redacted] purchases 2004 [redacted] VIN# [redacted] from Tempe Honda. Financing is arranged through [redacted]

2/3/2011 – [redacted] releases their lien on vehicle due to payoff check received from Tempe Honda

2/18/2011 – Registration and title process for Ms. [redacted]’s vehicle completed including filing of [redacted] Lien with AZ [redacted] via [redacted] 3rd Party Title Service – no additional liens are recorded. Subsequent to this date, Ms. [redacted] pays off the loan and [redacted] Federal Credit Union releases their lien

3/8/2014 (Estimated) – Ms. [redacted] attempts to sell her car to [redacted] and is told there is a lien outstanding with [redacted] (now known as [redacted])

3/8/2014 – [redacted] representative [redacted] contacts Tempe Honda (presumably on behalf of Ms. [redacted]) claiming that Tempe Honda had placed two liens on the vehicle. Two representatives from Tempe Honda tell Ms. [redacted] that our Titles Department is closed on Saturday and that we will research the issue and contact our customer on Monday 3/10/2014

3/10/2014 – Ms. [redacted] left me a message describing the issue and stating that the Tempe Honda representatives who were contacted on Saturday had not been willing to help.

3/10/2014 – I contacted to Ms. [redacted], apologized for any unprofessional treatment she or Ms. [redacted] may have received on the phone Saturday, and then began investigating her claim. I ran a Motor Vehicle Record on the car she purchased from Tempe Honda (and financed through [redacted] **). AZ [redacted] shows no liens exist currently, and I confirmed with her that her [redacted] loan had been paid off some time ago.

 

3/10/2014 – At Ms. [redacted]'s request, I also contacted Ms. [redacted] at [redacted]. I was told they had searched some other database and found an outstanding lien from [redacted] (or [redacted]), which was taken over some years ago by [redacted]. [redacted] supposedly had contacted [redacted] and were told a lien still exists on the car, but would not provide any specific information. They told her to contact Tempe Honda.

 

3/10/2014 – I called Ms. [redacted] again, explained that [redacted] had been purchased by [redacted], and this was more likely a situation of one bank possibly not transferring correct information to the subsequent holder of a contract, rather than multiple liens. She asked me to contact [redacted] for further confirmation, which I did by email. I also left a message for Ms. [redacted] at [redacted] to find out the name of the database they used to locate this supposed addition lien – she never returned my call.

3/10/2014 – I confirmed with our Titles Department that we did pay off a [redacted] loan from the vehicle's prior owner.

3/11/2014 – I received an email response from [redacted] Dealer Control stating their lien on this vehicle was released on 2/3/11 to Tempe Honda after payoff was received and posted and no further liens had been placed on the vehicle.

3/11/2014 – I called Ms. [redacted] back and told her that I had confirmed with [redacted] that they hold no liens on her vehicle whatsoever. I told her that if [redacted] is unwilling to purchase her car based on information available to them, it is their choice as a business. I re-stated the fact that [redacted] Records shows no unpaid liens for her car’s VIN# and that state motor vehicle departments are the authority recognized by most vehicle purchasers. She asked me for further information about the car and prior loan, which I declined to provide citing privacy of the Tempe Honda customer whom we purchased the car from.

1/13/2011 – Tempe Honda purchases 2004 [redacted] VIN# [redacted] as a trade-in.  Prior owner completes and signs all documents transferring vehicle ownership including Bill of Sale and Authorization for Payoff. Vehicle has an outstanding lien to [redacted] which is verified by Tempe Honda and a payoff check sent

1/29/2011 – [redacted] purchases 2004 [redacted] VIN# [redacted] from Tempe Honda. Financing is arranged through [redacted]

2/3/2011 – [redacted] releases their lien on vehicle due to payoff check received from Tempe Honda

2/18/2011 – Registration and title process for Ms. [redacted]’s vehicle completed including filing of [redacted] Lien with AZ [redacted] via [redacted] 3rd Party Title Service – no additional liens are recorded. Subsequent to this date, Ms. [redacted] pays off the loan and [redacted] releases their lien

3/8/2014 (Estimated) – Ms. [redacted] attempts to sell her car to [redacted] and is told there is a lien outstanding with [redacted] (now known as [redacted])

3/8/2014 – [redacted] representative [redacted] contacts Tempe Honda (presumably on behalf of Ms. [redacted]) claiming that Tempe Honda had placed two liens on the vehicle. Two representatives from Tempe Honda tell Ms. [redacted] that our Titles Department is closed on Saturday and that we will research the issue and contact our customer on Monday 3/10/2014

3/10/2014 – Ms. [redacted] left me a message describing the issue and stating that the Tempe Honda representatives who were contacted on Saturday had not been willing to help.

3/10/2014 – I contacted to Ms. [redacted], apologized for any unprofessional treatment she or Ms. [redacted] may have received on the phone Saturday, and then began investigating her claim. I ran a Motor Vehicle Record on the car she purchased from Tempe Honda (and financed through [redacted] **). AZ [redacted] shows no liens exist currently, and I confirmed with her that her [redacted] loan had been paid off some time ago.

3/10/2014 – At Ms. [redacted]'s request, I also contacted Ms. [redacted] at [redacted]. I was told they had searched some other database and found an outstanding lien from [redacted] (or [redacted]), which was taken over some years ago by [redacted]. [redacted] supposedly had contacted [redacted] and were told a lien still exists on the car, but would not provide any specific information. They told her to contact Tempe Honda.

 

3/10/2014 – I called Ms. [redacted] again, explained that [redacted] had been purchased by [redacted], and this was more likely a situation of one bank possibly not transferring correct information to the subsequent holder of a contract, rather than multiple liens. She asked me to contact [redacted] for further confirmation, which I did by email. I also left a message for Ms. [redacted] at [redacted] to find out the name of the database they used to locate this supposed addition lien – she never returned my call.

3/10/2014 – I confirmed with our Titles Department that we did pay off a [redacted] loan from the vehicle's prior owner.

3/11/2014 – I received an email response from [redacted] Dealer Control stating their lien on this vehicle was released on 2/3/11 to Tempe Honda after payoff was received and posted and no further liens had been placed on the vehicle.

3/11/2014 – I called Ms. [redacted] back and told her that I had confirmed with [redacted] that they hold no liens on her vehicle whatsoever. I told her that if [redacted] is unwilling to purchase her car based on information available to them, it is their choice as a business. I re-stated the fact that [redacted] Records shows no unpaid liens for her car’s VIN# and that state motor vehicle departments are the authority recognized by most vehicle purchasers. She asked me for further information about the car and prior loan, which I declined to provide citing privacy of the Tempe Honda customer whom we purchased the car from.

To Whom It May Concern;We appreciate [redacted] alerting us to her concern with her radio and apologize for any miscommunication and for the time required to get it repaired.  It was sent off site for repair.  The service repair technician found pennies in...

the CD player.  This voided the Honda Care Warranty coverage for the repair or any possibility of reimbursement from the Warranty Company.  However, in the interest of customer care the dealership has extended goodwill to her and replaced her radio and CD player at no cost to her.  We appreciate her business and it is our best hope that we have completely resolved this matter to her complete satisfaction.We consider this resolved and ready to be closed.If we can be of any further assistance or answer any additional questions, please contact us.Thank you,[redacted]Tempe HondaCustomer Relations Director

To All Whom It May Concern:Thank you for informing our dealership of the concern with the with the chargeto the credit card. We apologize for the [redacted] charge which was not addressedin a timely manner. We have been informed that [redacted] has released the charge tothe credit card. We appreciate [redacted]'s...

business and are very disappointed that themiscommunication between [redacted] and the dealership resulted in thisinconvenience and apparent dissatisfaction. We believe that this concern has been addressed and resolved at this point.It is our best hope that we will be given the opportunity in the future toprovide service that meets and even exceeds expectations.If we can be of any further assistance in the future please contact me at thee-mail address provided or make a call to my direct line at [redacted].All Whom It May Concern:Thank you for informing our dealership of the concern with the charge to the credit card.  We apologize for the the [redacted] charge which was not addressed in a timely manner.  We have been informed that [redacted] has released the charge to the credit card. We appreciate [redacted]'s business and are very disappointed that the miscommunication between [redacted] and the dealership resulted in this inconvenience and apparent dissatisfaction.  We believe that this concern has been addressed and resolved at this point.It is our best hope that we will be given the opportunity in the future to provide service that meets and even exceeds expectations.If we can be of any further assistance in the future please contact me at the e-mail address provided or make a call to my direct line at [redacted]  [redacted]  [redacted]

[redacted]  [redacted]

Very disappointed with my first car buying experience. Bought an over $20K 2014 Cr-V I was told the car would be great for a mom with two young kids, Reliable, it would rarely brake, blah, blah. The car still has 4k bumper to bumper warranty and about 30 000 more miles for the included warranty (don't know the name). After more than 3 long hours at the dealership, I finally got to meet Ed, the finance guy. He made sure I felt concerned about my car breaking and me not having the Extended Warranty. He said, my A/C would cost me $1800 to fix if it broke, and came with all these scary numbers that my car would cost to fix! Guess what? My kids were hungry, tired, annoyed after bring there all afternoon and I was exhausted....so I agreed to purchase it. He even mentioned that the sales man used the employee discount to give me a discount that I still cannot find on my documents. I was offered $2500 for trade in and ended up getting $2000 because they were going to fix the $100 radiator plus the $100 cost of labor??? SO where the hell are the other $300???? I didn't know what a Low Jack is but when I signed the docs I saw it was on he price, I learned a day later that they just put it and included it on the price without asking if I was purchasing it. Of course, they saw the naive mom desperate to buy a reliable car right?

I bought the car last Saturday, called them on Monday to ask to cancel the EXTENDED WARRANTY, the sales man said, he would call me, never did. I ended up leaving work and paying for after care for my kids to go and see the people at Honda in person. I was sent to see "Ed" the finance guy again. He was no longer super nice, friendly, Ed. He said I could cancel the EXTENDED WARRANTY but I would not be able to get the money on my pocket. Ed said it would go towards my principal in a couple of months. He was dry and annoyed. Just FYI, those extended warranties now I know, you can buy them if you really need them for less than $600. In my case the total cost for the warranty after the term of the loan would be costing me nearly $2700 with Honda Tempe (their back end profit).

Here is the million dollar question: If you kept telling me how amazing and reliable my new car was going to be, especially because it is a Honda and SO NEW, why did you insisted NON STOP on me buying an EXTENDED WARRANTY when the car still has so much warranty left?

Rather than feeling happy for my new car, I feel so stressed about the enormous amount of a loan I ended up with. I put $10,000 down payment and they still ripped me off.

And here is the best part, they told me my old car was so old it was going to go to the auction. GUESS WHAT? I just looked on their inventory 10 minutes ago and they already have my Ford Escape on their website for sale for over $5000!!

Liars.

When I bought my 2011 Honda Fit from them back in 2011 they were top notch and I can honestly say it was the best car buying experience I had. In contrast this past month, when we were notified the Honda Fit was part of the airbag safety recall, has been the worst customer service experience. From the first moment of contacting Tempe Honda about the recall letter to today when I picked up my car it has been nothing but a tremendous stress and headache. Never have I been treated with such disrespect and lack of professionalism. They are awesome when they want you to buy a car from them, after they have your money the attitude changes. For the most part they were polite and smiled but you could tell everything I requested they do they did begrudgingly. To top it off Honda Corp still has not gotten in touch with me as was promised and it been over a month. Tempe Honda and Honda Corp made excuses and neither took responsibility for anything. Buyers beware, you have been warned!

Review: I purchased a used Lexus vehicle on November 8, 2012. I had oxidation of two panels of the car starting in January. I also had around fifty percent tread left which I had to replace the tires.I contacted the dealership and left two messages. No one returned it and I wrote a dissatisfaction email on their website. I got a call back from a manager asking me to bring in the car and talk to another manager who was on duty. I went in and asked for the gentlemen and waited for him. He went out and looked at my vehicle and stated 'that shouldn't have happened so soon'. I advised him that the tires were also worn. He told me there was no absolutely no way they would fix it the only thing would be to quote me on how much it would cost. I was extremely upset because the car was twenty-four thousand dollars and two months later it was not up to standards to be bought. The carfax said the car was not in an accident but the part that was oxidizing was a replaced piece, clearly it had been in an accident. Since then nothing was done and I have had a sensor go out and electrical problems. I do understand it is a used car however it is completely unacceptable to sell a car that clearly was not properly inspected. There is absolutely no way I can even trade the car in because I have to fix the electrical, sensor and paint the car. I already replaced the tires. This is going to run me well over a thousand dollars. I am so very disappointed no one would even help me especially since at the time I tried to get help it was a newly purchased car. I don't think the car should have been sold without those things being fix. I would like some help in a resolution of this stressful and costly situation.Desired Settlement: I would really like to have the paint fixed and an apology letter for the awful service and behavior of Tempe Honda.

Business

Response:

[redacted], We have been in contact with [redacted] regarding her concern with her 2007 Lexus. We have an appointment set with her for tomorrow morning, Friday, July 26th at 7:00 AM to meet with her at the dealership to address her concerns. She is requesting $1000. After our conversation with her this morning, we believe we will be able to reach a goodwill resolution acceptable to both of us.We will provide a summary of the resolution when reached.Thank you,[redacted]Customer Relations DirectorTempe Honda[redacted]

Consumer

Response:

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.After speaking with Mr. [redacted] I went and got a quote on my car. In my request I stated I needed a new paint job, which is far more than $1000. The car was repainted incorrectly and there is damage on the front of the car. Mr. [redacted] offered me $1000 however after further review and quotes from collision centers, this will cost me much much more. I will be contacting him this morning to ask to come speak with him on Saturday 8/3/13 to discuss further options. Regards,[redacted]

Business

Response:

We have been in contact with [redacted] regarding her additional concerns. We have an appointment set for 12:30pm, Saturday, August 3, 2013 with [redacted], GM, to see the [redacted] with the goal to another resolution. [redacted] just needs to come to the front desk in the showroom and ask for[redacted].[redacted]

Review: Tempe Honda advertises on their web site under financing statements as follow: "100% Credit Approval" , "Credit Approval Guranteed", "Financing Guranteed". The loan application we completed was first approved by Tempe Honda and now today we received a letter stating it wasn't approved. Making false statements of 100% credit approval, etc. is not only dishonest, but is not a fair business practice. It is advertising false hope to customers as a come on to get them to purchase vehicles from their dealership. They are making dishonest statements on their web site concerning getting financed to purchase a vehicle from them.Desired Settlement: Tempe Honda needs to remove these statement from their web site since they do not stand behind them. They are used as a sales tatic to entice customers to their web site and their dealership.

Business

Response:

Thank you for forwarding the Complaint placed by [redacted]. Our Finance Director has prepared the following response. Tempe Honda received an application for credit on or about May 1, 2014 from [redacted] to purchase a vehicle. Tempe Honda submitted Ms. [redacted]’ application to multiple lenders, some of whom approved her request, thereby satisfying our claim of 100% approval. Other lenders declined Ms. [redacted]’ application for credit as not meeting their specific requirements.The terms of the lender approvals received were discussed with Ms. [redacted] by Tempe Honda Management, including down payment requirements, loan amount maximums, required documentation, and annual percentage rates. Unfortunately, Ms. [redacted] found some or all of these terms were not acceptable to her, and requested alternative terms. Tempe Honda was unable to provide suitable alternatives for Ms. [redacted] which resulted in no vehicle sale.The letter Ms. [redacted] refers to in her complaint was most likely sent by one of the lenders who declined her application, as is their requirement and policy. These letters typically state specific reasons for credit denial and provide the consumer with instructions on how to obtain further information including a free copy of her credit report. The lenders who approved Ms. [redacted]’ application are not required to provide letters to that effect.While Tempe Honda regrets not being able to meet every customers’ specific requests, we stand by our claim of finding approvals for 100% of applicants. If Ms. [redacted] would like to revisit the terms of the approvals we did receive, Tempe Honda is certainly willing to work with her to find a mutually beneficial outcome.Respectfully,[redacted]Financial Services Director

Review: During normal oil change the service manager talked my wife in to an expensive unnecessary service. The also replaced a brand new reusable air filter which they said they would replace. still have not received a replacement.

"From: [redacted],[redacted] [mailto:[redacted]]

Sent: Friday, November 22, 2013 10:01 AM

To: [redacted]

Subject: RE: Honda Service

Hello [redacted],

I will order you a replacement AMSOIL Ea filter to replace the one we disregarded. The Technician will perform the service as directed, unless otherwise told to do different.

As far as the service, here is was what performed:

Oil and filter change

New air filter

Transmission service – fluid replacement

Coolant service – fluid replacement

Brake fluid flush

Tire rotation and balance

Brake inspection

Lubricate locks and hinges

Battery service

A/C and heater performance test

Scanned computer – check valve adjustment, timing, idle, any new software updates.

Multi-point inspection – belts, hoses, struts, suspension components

Pressure wash engine bay and road test.

I am not sure how long you will be out of town. When you get back in, I can have you bring the car by and show you everything that was performed.

Service Manager

Tempe Honda

T. ###-###-####

F. ###-###-####

E. [redacted]

W. [redacted]Desired Settlement: Replace the part like they promised.

Business

Response:

We were very disappointed to learn that your service here at Tempe Honda over a year ago did not meet your expectations and, consequently, did not meet ours. We would like the opportunity to replace the AMSOIL filter and provide a complimentary lube service at the same time your vehicle is here at a time that is convenient for you to return it to our the service department. We will need to re-order the AMSOIL filter needing replacement. Please e-mail any information you have about the specific AMSOIL filter we are to replace so we can expedite the re-order of that filter and have it available when you come in. We will also be calling the phone number you provided to address all concerns and set a time to do the repair/maintenance.We sincerely thank you for your business in the past. It is our best hope that we can resolve this concern and reach the point that you are completely satisfied with our dealership and our service department.I can be reached at Tempe Honda via email at [redacted] or contact me on my direct line at ###-###-####.Thank You for Your Business,[redacted]Customer Relations DirectorTempe Honda

Review: The company sold a vehicle to me that had an outstanding lien from another owner. Subsequently when I went to [redacted] to sell the car I was unable to complete the transaction because of the open lien on the vehicle. When [redacted] contacted the dealership to get the lien cleared "[redacted]" gave her the runaround and made her repeat the situation 5 times. When I contacted "[redacted]" the "manager" he provided the same run around. He refused service multiple times and hung up. When I called back he refused service again.Desired Settlement: I was simply looking for a resolution to the company's blatant negligence but sInce this company has decided to commit contract fraud and refuse service to rectify their error, I would like to return the vehicle and be reimbursed for the purchase price plus tax and title since the company had no right to sell the vehicle in the first place.

Business

Response:

Dear [redacted],

Thank you for forwarding the complaint placed by Gen [redacted] regarding the lien reported as outstanding from another owner. We have taken time this week to carefully research the sequence of events regarding this vehicle and the transactions that we are aware of concerning Gen [redacted] and our dealership. Please find attached the timeline and reported action/events prepared by our Finance Director.

The dealership certainly appreciates Gen [redacted]'s business as well as making us aware of the reported concerns even though it was difficult on a busy Saturday to adequately address her sincere concern to her satisfaction that day. We do apologize for the miscommunication. Hopefully, the information provide will clarify what transpired with her vehicle.

It is our conclusion that the Dealership acted in good faith and fullfilled all contractual requirements as indicate in the information provided in the attachment and listed below. At this point, we believe this matter should be closed. While we understand Gen [redacted]s displeasure with our dealership, we do welcome her and it is our best hope that we would be able to serve her automobile needs in the future.

Please contact us if there are additional questions or concerns needing to be addressed.

Customer Relatons

Attachment: Gen [redacted] - Timeline (prepared by Dealership Finance Director.)

1/13/2011 – Tempe Honda purchases 2004 [redacted] VIN# [redacted] as a trade-in. Prior owner completes and signs all documents transferring vehicle ownership

including Bill of Sale and Authorization for Payoff. Vehicle has an outstanding lien to [redacted] which is verified by Tempe Honda and a payoff check sent

1/29/2011 – [redacted] purchases 2004 [redacted] VIN# [redacted] from Tempe Honda. Financing is arranged through [redacted]

2/3/2011 – [redacted] releases their lien on vehicle due to payoff check received from Tempe Honda

2/18/2011 – Registration and title process for Ms. [redacted]’s vehicle completed including filing of [redacted] Lien with AZ [redacted] via [redacted] 3rd Party Title Service – no additional liens are recorded. Subsequent to this date, Ms. [redacted] pays off the loan and [redacted] Federal Credit Union releases their lien

3/8/2014 (Estimated) – Ms. [redacted] attempts to sell her car to [redacted] and is told there is a lien outstanding with [redacted] (now known as [redacted])

3/8/2014 – [redacted] representative [redacted] contacts Tempe Honda (presumably on behalf of Ms. [redacted]) claiming that Tempe Honda had placed two liens on the vehicle. Two representatives from Tempe Honda tell Ms. [redacted] that our Titles Department is closed on Saturday and that we will research the issue and contact our customer on Monday 3/10/2014

3/10/2014 – Ms. [redacted] left me a message describing the issue and stating that the Tempe Honda representatives who were contacted on Saturday had not been willing to help.

3/10/2014 – I contacted to Ms. [redacted], apologized for any unprofessional treatment she or Ms. [redacted] may have received on the phone Saturday, and then began investigating her claim. I ran a Motor Vehicle Record on the car she purchased from Tempe Honda (and financed through [redacted] CU). AZ [redacted] shows no liens exist currently, and I confirmed with her that her [redacted] loan had been paid off some time ago.

3/10/2014 – At Ms. [redacted]'s request, I also contacted Ms. [redacted] at [redacted]. I was told they had searched some other database and found an outstanding lien from [redacted] (or [redacted]), which was taken over some years ago by [redacted]. [redacted] supposedly had contacted [redacted] and were told a lien still exists on the car, but would not provide any specific information. They told her to contact Tempe Honda.

3/10/2014 – I called Ms. [redacted] again, explained that [redacted] had been purchased by [redacted], and this was more likely a situation of one bank possibly not transferring correct information to the subsequent holder of a contract, rather than multiple liens. She asked me to contact [redacted] for further confirmation, which I did by email. I also left a

message for Ms. [redacted] at [redacted] to find out the name of the database they used to locate this supposed addition lien – she never returned my call.

3/10/2014 – I confirmed with our Titles Department that we did pay off a [redacted] loan from the vehicle's prior owner.

3/11/2014 – I received an email response from [redacted] USA Dealer Control stating their lien on this vehicle was released on 2/3/11 to Tempe Honda after payoff was received and posted and no further liens had been placed on the vehicle.

3/11/2014 – I called Ms. [redacted] back and told her that I had confirmed with [redacted] that they hold no liens on her vehicle whatsoever. I told her that if [redacted] is unwilling to purchase her car based on information available to them, it is their choice as a business. I re-stated the fact that [redacted] Records shows no unpaid liens for her car’s VIN# and that state motor vehicle departments are the authority recognized by most vehicle purchasers. She asked me for further information about the car and prior loan, which I declined to provide citing privacy of the Tempe Honda customer whom we purchased the car from.

1/13/2011 – Tempe Honda purchases 2004 [redacted] VIN# [redacted] as a trade-in. Prior owner completes and signs all documents transferring vehicle ownership including Bill of Sale and Authorization for Payoff. Vehicle has an outstanding lien to [redacted] which is verified by Tempe Honda and a payoff check sent

1/29/2011 – [redacted] purchases 2004 [redacted] VIN# [redacted] from Tempe Honda. Financing is arranged through [redacted]

2/3/2011 – [redacted] releases their lien on vehicle due to payoff check received from Tempe Honda

2/18/2011 – Registration and title process for Ms. [redacted]’s vehicle completed including filing of [redacted] Lien with AZ [redacted] via [redacted] 3rd Party Title Service – no additional liens are recorded. Subsequent to this date, Ms. [redacted] pays off the loan and [redacted] Federal Credit Union releases their lien

3/8/2014 (Estimated) – Ms. [redacted] attempts to sell her car to [redacted] and is told there is a lien outstanding with [redacted] (now known as [redacted])

3/8/2014 – [redacted] representative [redacted] contacts Tempe Honda (presumably on behalf of Ms. [redacted]) claiming that Tempe Honda had placed two liens on the vehicle. Two representatives from Tempe Honda tell Ms. [redacted] that our Titles Department is closed on Saturday and that we will research the issue and contact our customer on Monday 3/10/2014

3/10/2014 – Ms. [redacted] left me a message describing the issue and stating that the Tempe Honda representatives who were contacted on Saturday had not been willing to help.

3/10/2014 – I contacted to Ms. [redacted], apologized for any unprofessional treatment she or Ms. [redacted] may have received on the phone Saturday, and then began investigating her claim. I ran a Motor Vehicle Record on the car she purchased from Tempe Honda (and financed through [redacted]). AZ [redacted] shows no liens exist currently, and I confirmed with her that her [redacted] loan had been paid off some time ago.

3/10/2014 – At Ms. [redacted]'s request, I also contacted Ms. [redacted] at [redacted]. I was told they had searched some other database and found an outstanding lien from [redacted] (or [redacted]), which was taken over some years ago by [redacted]. [redacted] supposedly had contacted [redacted] and were told a lien still exists on the car, but would not provide any specific information. They told her to contact Tempe Honda.

3/10/2014 – I called Ms. [redacted] again, explained that [redacted] had been purchased by [redacted], and this was more likely a situation of one bank possibly not transferring correct information to the subsequent holder of a contract, rather than multiple liens. She asked me to contact [redacted] for further confirmation, which I did by email. I also left a message for Ms. [redacted] at [redacted] to find out the name of the database they used to locate this supposed addition lien – she never returned my call.

3/10/2014 – I confirmed with our Titles Department that we did pay off a [redacted] loan from the vehicle's prior owner.

3/11/2014 – I received an email response from [redacted] Dealer Control stating their lien on this vehicle was released on 2/3/11 to Tempe Honda after payoff was received and posted and no further liens had been placed on the vehicle.

3/11/2014 – I called Ms. [redacted] back and told her that I had confirmed with [redacted] that they hold no liens on her vehicle whatsoever. I told her that if [redacted] is unwilling to purchase her car based on information available to them, it is their choice as a business. I re-stated the fact that [redacted] Records shows no unpaid liens for her car’s VIN# and that state motor vehicle departments are the authority recognized by most vehicle purchasers. She asked me for further information about the car and prior loan, which I declined to provide citing privacy of the Tempe Honda customer whom we purchased the car from.

1/13/2011 – Tempe Honda purchases 2004 [redacted] VIN# [redacted] as a trade-in. Prior owner completes and signs all documents transferring vehicle ownership including Bill of Sale and Authorization for Payoff. Vehicle has an outstanding lien to [redacted] which is verified by Tempe Honda and a payoff check sent

1/29/2011 – [redacted] purchases 2004 [redacted] VIN# [redacted] from Tempe Honda. Financing is arranged through [redacted]

2/3/2011 – [redacted] releases their lien on vehicle due to payoff check received from Tempe Honda

2/18/2011 – Registration and title process for Ms. [redacted]’s vehicle completed including filing of [redacted] Lien with AZ [redacted] via [redacted] 3rd Party Title Service – no additional liens are recorded. Subsequent to this date, Ms. [redacted] pays off the loan and [redacted] releases their lien

3/8/2014 (Estimated) – Ms. [redacted] attempts to sell her car to [redacted] and is told there is a lien outstanding with [redacted] (now known as [redacted])

3/8/2014 – [redacted] representative [redacted] contacts Tempe Honda (presumably on behalf of Ms. [redacted]) claiming that Tempe Honda had placed two liens on the vehicle. Two representatives from Tempe Honda tell Ms. [redacted] that our Titles Department is closed on Saturday and that we will research the issue and contact our customer on Monday 3/10/2014

3/10/2014 – Ms. [redacted] left me a message describing the issue and stating that the Tempe Honda representatives who were contacted on Saturday had not been willing to help.

3/10/2014 – I contacted to Ms. [redacted], apologized for any unprofessional treatment she or Ms. [redacted] may have received on the phone Saturday, and then began investigating her claim. I ran a Motor Vehicle Record on the car she purchased from Tempe Honda (and financed through [redacted]). AZ [redacted] shows no liens exist currently, and I confirmed with her that her [redacted] loan had been paid off some time ago.

3/10/2014 – At Ms. [redacted]'s request, I also contacted Ms. [redacted] at [redacted]. I was told they had searched some other database and found an outstanding lien from [redacted] (or [redacted]), which was taken over some years ago by [redacted]. [redacted] supposedly had contacted [redacted] and were told a lien still exists on the car, but would not provide any specific information. They told her to contact Tempe Honda.

3/10/2014 – I called Ms. [redacted] again, explained that [redacted] had been purchased by [redacted], and this was more likely a situation of one bank possibly not transferring correct information to the subsequent holder of a contract, rather than multiple liens. She asked me to contact [redacted] for further confirmation, which I did by email. I also left a message for Ms. [redacted] at [redacted] to find out the name of the database they used to locate this supposed addition lien – she never returned my call.

3/10/2014 – I confirmed with our Titles Department that we did pay off a [redacted] loan from the vehicle's prior owner.

3/11/2014 – I received an email response from [redacted] Dealer Control stating their lien on this vehicle was released on 2/3/11 to Tempe Honda after payoff was received and posted and no further liens had been placed on the vehicle.

3/11/2014 – I called Ms. [redacted] back and told her that I had confirmed with [redacted] that they hold no liens on her vehicle whatsoever. I told her that if [redacted] is unwilling to purchase her car based on information available to them, it is their choice as a business. I re-stated the fact that [redacted] Records shows no unpaid liens for her car’s VIN# and that state motor vehicle departments are the authority recognized by most vehicle purchasers. She asked me for further information about the car and prior loan, which I declined to provide citing privacy of the Tempe Honda customer whom we purchased the car from.

Review: The service department representative offered to cover the cost of a 1 day rental car with [redacted] while my car was being serviced at Tempe Honda on November 29, 2014. I booked the rental car through the onsite [redacted] desk and it was noted on the contract that Tempe Honda should be billed for the rental. On January 1, 2015 a charge appeared from [redacted] on the credit card I gave for incidentals. I called [redacted] and was told that the charge was because Tempe Honda did not pay. I called the dealership on January 3rd and again on January 5th and after finally getting a hold of the service rep was told that they would in fact take care of the issue with [redacted] and get the amount of $36.26 refunded. It is now February 9th and the charge from [redacted] has not been reversed on my credit card.Desired Settlement: The amount of $36.26 should be refunded either by [redacted] or directly by the dealership.

Business

Response:

To All Whom It May Concern:Thank you for informing our dealership of the concern with the with the chargeto the credit card. We apologize for the [redacted] charge which was not addressedin a timely manner. We have been informed that [redacted] has released the charge tothe credit card. We appreciate [redacted]'s business and are very disappointed that themiscommunication between [redacted] and the dealership resulted in thisinconvenience and apparent dissatisfaction. We believe that this concern has been addressed and resolved at this point.It is our best hope that we will be given the opportunity in the future toprovide service that meets and even exceeds expectations.If we can be of any further assistance in the future please contact me at thee-mail address provided or make a call to my direct line at [redacted].All Whom It May Concern:Thank you for informing our dealership of the concern with the charge to the credit card. We apologize for the the [redacted] charge which was not addressed in a timely manner. We have been informed that [redacted] has released the charge to the credit card. We appreciate [redacted]'s business and are very disappointed that the miscommunication between [redacted] and the dealership resulted in this inconvenience and apparent dissatisfaction. We believe that this concern has been addressed and resolved at this point.It is our best hope that we will be given the opportunity in the future to provide service that meets and even exceeds expectations.If we can be of any further assistance in the future please contact me at the e-mail address provided or make a call to my direct line at [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution was satisfactory to me. The business has resolved the disputed amount and was prompt in following up as the resolution was completed. I consider this complaint resolved.

Regards,

Review: The following letter was submitted to both Tempe Honda and [redacted] via their respective websites on October 11, and I have received no response. (I will complete a duplicate form for the second business in question.)

October 11, 2013

Attn: Tempe Honda Service Dept & [redacted]

RE: Honda Civic Si -- AZ license plate [redacted]

Dear Respective Management,

I’m writing to both of you at once, because my car was serviced by both businesses on August 22. At [redacted], a 150,000-mile service was performed, and directly afterward, Robert from Tempe Honda picked up my car from there, and a recall check was performed at the dealership service center.

During either service, some things were seemingly reconnected wrong. For example: When I hit the switch to clean the front windshield, the rear window gets sprayed with fluid and the front wipers turn on; When I hit the switch to clean the rear window, the front window gets sprayed with fluid and the rear wipers turn on; It takes longer for the engine to start when I turn the key; Also, there is a strong exhaust smell coming into the car. These issues started after the day the car was serviced.

I apologize for my delay in dealing with this issue, but my father – for whom I was primary caregiver – passed away the next night, and I’ve been preoccupied with that.

I’m not sure which shop would have been responsible for the issues. Therefore, please communicate with each other and then get back to me at your earliest convenience, so that I know where to take my car it to get it fixed.

Thank you,

([redacted]) [redacted]

[redacted]Desired Settlement: See attached letter.

Business

Response:

[redacted],

Thank you for forwarding the complaint placed by [redacted]. Our service adviser and service manager have each placed calls with messages for [redacted] requesting that she return our call so that we can have her come into the dealership to address the concerns she lists in her complaint. We have been unable to make direct contact at this point, and are still available to her and request that she return a call to [redacted], service advisor, or [redacted] at [redacted]. We welcome the opportunity to find a resolution to these concerns.

Regards,

Customer Relations Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. Tempe Honda and I have been in direct contact, and my car is scheduled to be assessed by their shop on November 4. I will wait until for the business to perform this action and submit any necessary update afterward.

Regards,

Review: I brought in my car on March 24th to repair my radio. I was told it needed a part and would take a maximum of 1 week to arrive. I would receive a call from my service advisor, [redacted], as soon as it arrived. One month later I finally called in and was told the part has not arrived and they do not know where it is. Since it does not effect the safety of my vehicle I would normally not care but the broken piece is casing my radio to play static at full volume in my infants ear. When I told the service department about this they were very unsympathetic. I work in customer service and was totally put off my the lack of concern regarding my issue and their lack of follow through.Desired Settlement: Finish the job and a replacement vehicle or something to get ride of the issue while I continue to wait for this part,

Business

Response:

To Whom It May Concern;We appreciate [redacted] alerting us to her concern with her radio and apologize for any miscommunication and for the time required to get it repaired. It was sent off site for repair. The service repair technician found pennies in the CD player. This voided the Honda Care Warranty coverage for the repair or any possibility of reimbursement from the Warranty Company. However, in the interest of customer care the dealership has extended goodwill to her and replaced her radio and CD player at no cost to her. We appreciate her business and it is our best hope that we have completely resolved this matter to her complete satisfaction.We consider this resolved and ready to be closed.If we can be of any further assistance or answer any additional questions, please contact us.Thank you,[redacted]Tempe HondaCustomer Relations Director