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| - In December of 2015 we purchased a vehicle from Bell Honda. We had purchased a car at this dealership before, back in 2003, and received great service so we were not surprised when Robert Patch and Omar worked together to get us a great deal on our latest purchase.
We took our latest purchase up north for a brief vacation and noticed when we would apply the breaks the vehicle would shake. Red flag for us that something was wrong with the rotors and/or breaks on the car. Having owned the Certified Used Honda for less than a month we felt it was Bell Honda's responsibility to take a look at the problem without charging us for a diagnostic fee. In addition, depending on what the diagnosis would be, we felt not responsible for issues such as breaks or rotors since we had owned the vehicle for less than a month and it was a Certified Used Honda.
I dropped off my car on a Monday morning and was greeted by Logan who was extremely professional and listened to my concerns. He said Bell Honda would take a look at the vehicle and call me as soon as they had a diagnosis. That afternoon Logan called me and sure enough the rotors needed to be replaced on the vehicle. I was not surprised. The part that did surprise me however was the $159 fee I was told I would be responsible for paying to replace the rotors. Needless to say I was severely disappointed. We had owned the vehicle less than a month, it was Honda Certified, and we were being held responsible for replacing the rotors when one would think that would have been inspected and insured safe during the certification process. I called my husband to explain the phone call I received from Logan (who was extremely professional and empathetic towards our situation).
My husband immediately called the Service department and asked to speak to a manager. He was redirected to Robert Patch. Robert said he would access the certification paperwork to see what the rotors measured and compare them to what the technician said. After a lot of back and forth Robert finally left a message with my husband that evening, around 6:00, that indeed Bell Honda would service the vehicle and would call us the next day. While we had to do some car juggling, because we were not prepared to be without our vehicle the next day, it all worked out and we were pleased with the final outcome. In our opinion Bell Honda stepped up and truly did the right thing.
When we went the next evening to pick up the vehicle, Anthony Strope, was courteous and professional. I was very impressed with the service and respectful nature of both Logan (who I had spoken with the day prior) and Anthony at the Service Department. I appreciate the service and kindness Bell Honda put forth in our unique situation. Moving forward we will continue to do business with Bell Honda. Thank you Robert, Logan, and Anthony for your dedication to quality customer service.
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