BBB Accredited Business since

Bob Howard Auto Group

Additional Locations

Phone: (405) 936-8800 Fax: (405) 936-8851 View Additional Phone Numbers P. O. Box 14508, Oklahoma City, OK 73113 View Additional Web Addresses

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Bob Howard Auto Group meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for Bob Howard Auto Group include:

  • Length of time business has been operating
  • Response to 59 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Customer Complaints Summary Read complaint details

59 complaints closed with BBB in last 3 years | 21 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 8
Billing/Collection Issues 3
Delivery Issues 5
Guarantee/Warranty Issues 2
Problems with Product/Service 41
Total Closed Complaints 59

Customer Reviews Summary Read customer reviews

6 Customer Reviews on Bob Howard Auto Group
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 1
Negative Experience 5
Total Customer Reviews 6

Additional Information

BBB file opened: December 15, 1978 Business started: 05/01/1976 Business started locally: 05/01/1976
Business Management
Rob Smith, Associate Mr. Billy Lile, Shop Manager Carrie Neifing, Complaint Contact
Contact Information
Principal: Rob Smith, Associate
Business Category

Auto Dealers - New Cars Auto Body Repair & Painting

Alternate Business Names
Bob Howard Acura Bob Howard Auto Mall Bob Howard Chevrolet, Inc. Bob Howard Chrysler Jeep Dodge Bob Howard Collision Center Bob Howard Downtown Ford Lincoln/Mercury Bob Howard Honda Bob Howard Nissan, Inc. Bob Howard Pontiac, GMC, Isuzu Bob Howard Toyota Smicklas Chevrolet
Products & Services

This company offers Sales/repairs of new/used autos.

Additional Locations

  • 13130 N. Broadway Ext.,
    Bob Howard Pontiac

    Oklahoma City, OK 73114

  • 13200 Broadway Extension

    Oklahoma City, OK 73114

  • 13200 N. Broadway Ext.,
    Bob Howard Toyota

    Oklahoma City, OK 73114

  • 13201 N. Kelley Avenue,
    Bob Howard Honda/Acura

    Oklahoma City, OK 73114

  • 13241 N. Broadway Ext.,
    Bob Howard Nissan

    Oklahoma City, OK 73113

  • 13250 N. Broadway Ext.,
    Bob Howard Chrysler Jeep Dodge

    Oklahoma City, OK 73114

  • 13300 N. Broadway Ext.,

    Oklahoma City, OK 73114

  • 200 W. Reno,
    Bob Howard Downtown L/M

    Oklahoma City, OK 73101

  • 3700 South Broadway

    Edmond, OK 73013

  • 5301 N. May Avenue,
    Smicklas Chevrolet

    Oklahoma City, OK 73112

  • P. O. Box 14508

    Oklahoma City, OK 73113


BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/22/2016 Advertising/Sales Issues
9/1/2016 Problems with Product/Service
8/2/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: On July 4 2016 I bought a car friom Bob Howard Honda , i picked it up the next day, that evening it overheated while i was driving it, I called the salesman i had dealt with , he said bring it in the next morning and they would fix it, they kept it all day and most of the next day, then called and said it was fixed, they said they put a thermostat in it. about 3 days later it overheated again, this time i asked for a refund or exchange, they flatly refused, they said i could trade it in but i would only get trade in value and that would be much less than what i paid for it. I brought it back in again ,they kept it all day and said again that it was fixed, it was not , it got overheated again tat same evening. I do not think they are capable of fixing it, or they are not trying to fix it. I want a refund and my trade in back.

Desired Settlement: full refund

Business Response:

The 2nd time the car was brought back the overheating issue could not be duplicated. We kept the car for a few days, drove it and even let it idle for several hours in the heat with no issues. Customer talked to **** ****** and ****** **** (used car managers) and said it’s over heating again but told them that it only does it about every 10th time he drives it. We offered to look at the vehicle again and try to find the issue that is causing the overheating and customer refused. If the issue is intermittent  it  usually takes a few attempts to locate the problem. We are still willing to help him and fix his problem but refuses to bring it in.


8/2/2016 Guarantee/Warranty Issues | Read Complaint Details

Additional Notes

Complaint: My name was forged on there Carefree car Protection warranty. I was not told about this warranty nor did i sign this document. The dealership won't supply me with all copies of the warranty. They gave my page 1 of the warranty and it clearly states on the bottom of the page 1-13 pages but they claim the had no more information on the warranty the sold me.

Desired Settlement: I want them to refund my money back for this warranty.

Business Response:    To whom it may concern,
I had talked with Mrs. ******* earlier this week. I know for a fact that she was fully aware that she had purchased the Warranty in question. The documentation that the Auto Group I work for would make it impossible for a customer to not know what they had, or had not purchased. Mrs. ******* has been informed that if she doesn’t want the extended warranty she has the legal right to cancel the warranty. I tried to reach out to Mrs. ******* again this morning. I left her a message to please call me.

8/2/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Bob Howard has provided me with a terrible overall car-buying and car-repair/warranty experience, and after complaining to the service department supervisor, "**," my problems with them got a lot worse. I purchased a 2008 Honda Civic and an extended warranty from Bob Howard. My clutch broke a couple weeks ago and I began the process of taking the car in for diagnostics to determine if the warranty would cover my repairs. I had the car towed to the Bob Howard Honda Service Center on 6/7/16. Within a couple hours my "advisor," "****" called to tell me that "now" my car wont start at all, so they claimed not to be able to perform the computer diagnostic required for the warranty. On 6/8/16 **** called me again to inform me that he still could not start the car to perform the diagnostic but he had determined that my "timing" was "off" and it had broken my "cylinder valves" which he summed up as "massive internal damage." He claimed it would cost $1200 just to "take it apart," to know what was wrong and if my warranty would cover it. I knew I needed a second opinion. I called a tow truck to pick my car up right away and take it to a small, local auto repair shop. I had described to the mechanic what Bob Howard said was wrong with the car. **** at Bob Howard tried to prevent the tow truck from taking my car by claiming that I now owed $115 for the "diagnostic" that he told me repeatedly could not be performed because the car could not be started. After calling his bluff on the phone he finally released my car and it was towed to the new shop. The mechanic called me as soon as the car arrived to tell me "they lied to you ma'am." He said my car started right up, there is nothing wrong with my timing or my cylinder valves. The only thing wrong with my car is what I took it to Bob Howard for in the first place-- my clutch needs replaced. Bob Howard and "****" tried to scam me for thousands of dollars and made my $1800 warranty useless. I recorded the calls. I have proof.

Desired Settlement: Bob Howard Auto Group and "**" and "****" at Bob Howard Honda Service Center tried to scam me out of thousands of dollars for repairs they lied about my car needing, and have effectively scammed me out of my $1800 warranty as I can no longer ever trust them to work on my car and my warranty company says I can only use Bob Howard for warranty repairs. I'm now paying $1010 out of my pocket to replace my clutch, which may have been covered in my warranty but I can never know because Bob Howard lied to me about what is wrong with my car and never even addressed what actually is wrong with the car. I also paid $200 in towing and again, Bob Howard has made it impossible for me to utilize my $1800 warranty for current and any potential future repairs my car may need that my warranty may have covered. I believe Bob Howard owes me recompense for at least the repairs to my clutch and my towing expenses, and for the $1800 I paid for the warranty I can no longer use because they tried to cheat me.

Business Response:

Car was towed to us and customer told us clutch was out. Car would not start, we pushed it in the shop and technician found that car had little to no compression in most cylinders. Called and told customer our diagnosis. Customer called us liars and said we did not know what we were doing. We told the customer, if he did not agree with our opinion that he could have the car looked at by another service center. Customer chose to have vehicle towed out of our service department. 

Business Response:

The clutch is a maintenance item. Warranties do not cover maintenance items, ie wear and tear items. I will be more than happy to cancel the warranty and they can receive a prorated refund.

I will also be more than happy to refund their two tow bills. You can send the receipts for the tow bill to me *******  also, if you choose to cancel the warranty, send me a note on that and I will forward the form I need completed to process that request. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactoryto me. 

I would indeed like to cancel the warranty and receive the prorated refund and reimbursement for my towing expenses. I will gather the receipts and contact Bob Howard in regard to these matters. Thank you. 

****** ****. 


****** ****

8/1/2016 Advertising/Sales Issues
6/14/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I had a basic oil change and tire rotation performed in late May of this year (2016). After driving home 5 1/2 hours a short week later, my father noticed that 2 of my lug-nuts from my rear right tire had fallen off, as well as 3 on the right front tire, and numerous other ones on the right side were loose. My father (a former mechanic) concluded that the service man at Bob Howard tightened the right side, but forgot to go back a second time to ensure the lug-nuts were tightened appropriately. I could have faced numerous serious consequences as a result of this massive oversight. I immediately called Bob Howard and spoke to a receptionist, telling her my whole story. Upon a very bland and rehearsed "I'm sorry, ma'am", she asked if I would like a call back from the service manager; I said I would...and still haven't heard from him. They will no longer be receiving any of my business and I will be telling everyone I know about the horrible experience I've had.

Desired Settlement: I would prefer a refund, but I know this is p***ably impossible now...and that's okay. I just want them to know how disappointing this was. I now feel like I can't go anywhere in OKC without my car getting screwed up.

Business Response:



I am very sorry you had a bad experience at our dealership. Yes we should have rechecked the lug nuts on your car, I will gladly take care of your next service visit on your 2008 Malibu. I know that may be a few months from now, but I can have you go to Smicklas Chevy on NW Expressway of you do not want to go to Bob Howard Chevy again. Again, I am very sorry. 


Thank you


*** *****

6/9/2016 Advertising/Sales Issues | Read Complaint Details

Additional Notes

Complaint: I purchased a 2005 Chevrolet impala from the Bob Howard (Honda) dealership. I paid $5300 total that was split in two installments. The first was paid on 2/14/2016 and the second was paid on 3/24/2016. I had requested the title several times and was assured that it would be sent soon. Instead of getting the title, I was given a temporary tag on each transaction date. On 5/6/2016, I received a citation for expired tag. As of 5/12/2016, I had not received the title in the mail. Therefore, I an unable to drive the car and that has caused hardship because I cannot provide for my family without transportation.

Desired Settlement: I would like to return the car to the dealership. I want a full refund of the $5300 that was paid to the dealership plus any fees associated with the citation received for expired tag

Business Response:

Title was mailed and returned to dealership. We attempted several calls to let her know the title was returned to us but no contact was made. After she called us we told her the title was here, she was belligerent and refused.

Title is still here waiting on her. The client did owe us money which we for gave her of the debt, to complete the deal. 

Consumer Response:

Complaint: ********

I am rejecting this response because:


******* ******


I am rejecting the business's response because it was false. I had asked for the title several times and was advised that the title was never mailed by staff last week. I then spoke to the financial operations manager for bob howard. I had told him that at this point I did not want the car and would like a full refund.There is no debt owed on the car and I had checked with the post office staff and the title was never sent. This situation has caused unnecessary hardship to my family and I. 

Business Response: Not refunding the purchase price. 

5/13/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Bob Howard Toyota of Oklahoma City Oklahoma sold me a 2010 Jeep and was in no way honest or fair regarding the paperwork needed to provide a clean transaction. After much confusion we where sold a warranty that was grossly over priced then when agreed on.. Now I am stuck with a outrages warrenty or a vehicle with out one at all.. Horribly misled on this transaction.

Desired Settlement: I would like warrant at disclosed price or seller repurchase the vehicle..

Business Response:

Mr. *******,


In response to the Jeep Wrangler you purchased from us back on November 30 2015 I went and pulled your deal file so I could better answer all your questions and respond appropriately. Attached you will find copies of the law contract, our menu that shows all our warranty options that we offered to you, the option you selected and the purchase order on your Jeep.  On all the documents enclosed the warranty price was fully disclosed to you and on the menu the payment with the price matches the payment on your contract and the price of the warranty on the contract. To say we didn’t provide a clean transaction is a little misleading pertaining to all the documents that were signed.


However, it does appear that you did have a less than satisfactory experience and for that I do sincerely apologize. If you do not want the warranty that was purchased that is not a problem I would be more than happy to cancel it for you. All you need to do is fill out the enclosed cancelation forms and I will make sure that it is processed right away and that it is a priority to be canceled. Since there is a lien on the vehicle that refund amount will be applied to your loan and the money issued will go directly to Capital One and it will lower your overall loan balance. The payment will not change but it will be applied to your loan.


I again apologize for the unsatisfactory experience that you had with us. If there is anything else I can do in the future please let me know.




**** ******

General Manager

Bob Howard Toyota


4/27/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: On 3/2/16 I got a text message on my phone saying the estimated completion time of 3/14/16 was 3/25/16. I called to talk to someone and the receptionist transferred me and the person on the other end said "Hello" I ask who I was speaking with the person said "*******" I said what is your job she said "What?" asked her again and she said and estimator. I asked why my truck was being extended to 3/25/16 she said they were ordering a bed. I asked who the manager was and asked to speak with him, ***** ****. I spoke with ***** **** and explained I needed my truck. He said everyone needs your truck and if the truck isn't ready till the 27th or the 28th you won't get you truck till then. He said he would check on the truck bed and get back with me I never heard back from him by noon the next day so I called and asked who was above ***** **** and the receptionist said **** ***** I asked if she had is number she said no but ***** could give it to me, she transferred me to ***** **** and after he asked if I was the person needing the bed he said he had to hang up and get the number and call me back. He never called me back. I called the main number at Bob Howard Auto Group and asked to the corporate office and she asked if I knew who I needed in the corporate office and I said **** ***** and she transferred me to him and I left a message with him. He has not called me back. I live in Florida and have to get back as soon as possible. This truck is my only transportation and I have job interviews to set up and have no idea when my truck will be ready. I was making plans to be home on 3/16/16.

Desired Settlement: Have a time to pick up my truck. A person that is not as rude and appalling as ***** **** to speak with. Have the bed delivery accomplish fast and get the work completed by the 14th of this month.

Business Response: **** ***** did get a chance to speak with this client. The customer is correct, we did a poor job of communicating. **** promised to have to work completed prior to the estimated completion date.  

2/29/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: The sales practices were unethical,deceitful. I was lied to about the mileage, and space in the rear compartment, back seat were unbearably,dangerous On 12/23/15 my husband and I agreed to purchase a chevrolet Colorado from salesman ****** **** of Bob Howard Chevrolet for 26,500. I asked ****** to send specifications of the vehicle. He neglected to show color, mileage or year. When I asked he said black 76 Miles he didn't say what year. He sent pictures when I asked for them but he never included a picture of the awful back seats and seat area. It looks like an outhouse in back. On Wednesday, December 30, 2015 my husband and I picked up our great grand baby and put his chair behind me in the passenger seat his chair was rammed against my seat and I was smashed unto the dashboard. The ride was horrible and I was afraid for our lives. On Saturday I called ****** **** he would not take my calls. I called for a manager about my complaint and was put through to ****** *** who said there was nothing they could do the sale was final. I called several times on Saturday I spoke to a Tom Canady in finance he told me to send a copy of our insurance I sent it to ******** email address. I thought they would work with me to get some other vehicle I could purchase, but they weren't interested in helping me. They had gotten rid of this lemon. On Jan 4th ,2016 I texted ****** **** asking him to send someone to get the vehicle he never replied. No one contacted me from Bob Howard Chevrolet. On January 6th I requested a Carfax report on the vehicle sold to us and saw that it has been to quite a few places, no one has wanted it. So they want us to pay for this awful vehicle . My husband and I travel with our grand kids and this vehicle would cause a hardship on our family as there is not room for the grand kids to travel safely or comfortably. January 6th, 2016 my husband and I purchased a Colorado with a safe back area and seats that are normal and safe. We want someone from Bob Howard to come and get the terrible vehicle off of our property. My husband needed a vehicle so when they were not hearing our complaint we purchased another vehicles on January 6th. On January 7th, 2016 I received a call from **** ******** from Bob Howard Chevrolet legal department saying that they are filing fraud charges on me. I am so sorry I had anything to do with theseveral unethical and greedy people who care Nothing for others.

Desired Settlement: I need someone from Bob Howard Chevrolet to come and get the vehicle and do away with 7 the contract. We should not be punished because they are trying to pond off a lemon of a truck on grandparents and grandkids. The salesman concealed the fact of the unsafe horrible outhouse seats from us. Today January 7, 2016 **** ******** from Bob Howard Chevrolet legal department called me to tell me they will be bringing fraud charges against me. I am not even the one who signed and canceled the check after they refused to help us with another vehicle I am very distressed about this whole situation with Bob Howard Chevrolet .

Business Response: Contact Name and Title: **** *****
Contact Phone: ************
Contact Email: ************
The car deal has been unwound and the we have our truck back.

2/16/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Purchased vehicle that was claimed to be clean. Went to sell vehicle and two accident reports showed up on auto check report. Faulse information. Purchased vehicle from Bob Howard Acura of Oklahoma City Oklahoma on July 18, 2015. Was told by sales associate Brad cook and manager brownie that the vehicle had not been previously wrecked. Noticed front bumper was not aligned well with body the day of purchase and they told us it was just a broken clip. So took it to Toyota dealer in okc and they reported the bumper to not match the vehicle so clip could not be repaired. Spent around $400 which was not reimbursed. Then took it back to bob Howard and they agreed to replace bumper. Bumper replacement was done terribly. Falsified information and never told us it was a wrecked vehicle in the first place. Trying to sell vehicle now and two accident reports showing up on car report. One from 2014 and one from bumper replacement they did.

Desired Settlement: Seeking a refund of Payment and tag title and tax. As well as insurance. Would not have purchased vehicle knowing it had been wrecked.

Business Response: Initial Business Response /* (1000, 7, 2016/02/16) */ Contact Name and Title: *** ***** General Manager Contact Phone: XXXXXXXXXX Contact Email: ******* : When Mr. ***** purchased the vehicle on July 18 2015 the carfax had no accidents reported to it. He stated that the accindent was on auto check. We do not pull auto check so we would not know if there was an accident reported to it or not. We did replace his bumper and thought everything was fine. Initial Consumer Rebuttal /* (2000, 9, 2016/02/16) */ We no longer wish for any outcome of this. We do realize they might have not known but as a car dealer feel like it is their responsibility not ours to know correctly the vehicles history. We have sold the vehicle and need no further or future action on the part of Bob Howard. Thanks

2/8/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Picked up my car and it had a new 3" paint scratch that they argue was not done by them. Picked up my wife's car after body work. Work was completed, but a new 3" long paint scratch was on the rear passenger fender. I asked my wife, she said there was no scratch there before. BH reviewed their "before" photographs, and no scratch is visible, which I thought proved it was scratched while in their possession. But they claim the photograph's resolution after being downloaded onto their computer was not adequate to see the scratch. Get better equipment for goodness sakes! I contend it wasn't scratched before. The young lady took a photo of "after", and the scratch is clearly visible when the photo is zoom viewed on the camera. She claimed the resolution quality degrades once she downloads photos from camera to computer. She also said that she deletes the original high def photos every night, so she no longer has the original "before" photo that would have shown the scratch, if it existed. She will probably delete the high def "after" photo. I have taken photos of the scratch. They want $497 to repair the new scratch.

Desired Settlement: I want the new scratch repaired. They quoted my $497 to repair the scratch.

Business Response: Initial Business Response /* (1000, 5, 2016/01/23) */ We will review the complaint and contact the customer for repair

2/2/2016 Delivery Issues | Read Complaint Details

Additional Notes

Complaint: Sold the wrong warranty to buyer bought a 2006 jeep wrangler on 11/18/2015, also bought an extended warranty with vehicle on same date, needed to use the warranty on some repairs about three weeks later, took to the local shop (Fowler dodge) they had vehicle for two weeks, and found out that the warranty people would not cover vehicle due to bob howard sold me the wrong warranty, called bob howard to fix the problem and been having the run around ever since (1/18/2016) still nothing done. had to spend my own money to fix the vehicle.

Desired Settlement: correct the warranty paper work so warranty will over the issues down the road. would like to be able to get the money I had to spend on getting vehicle fixed minus deductible ($100.00), but not holding my breath to that.

Business Response: Initial Business Response /* (1000, 5, 2016/01/19) */ Contact Name and Title: **** **** Contact Phone: XXX-XXX-XXXX Contact Email: ***** We apologize for the mixup on the warranty paperwork. Our finance manager did not realize that the jeep had a lift kit which requires different paperwork. please email me a copy of the repair order from fowler dodge and we will be ***** to work with you. Again, we apologize for the mistake and will get the matter rectified in a timely manner. my email adress is ***** Respectfully, **** **** General Manager Bob Howard CJDR XXX-XXX-XXXX Initial Consumer Rebuttal /* (3000, 7, 2016/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ok after putting in a complaint and reading the response, I emailed the general manager of bob howard on jan 20 2016 describing the problem i was having, he emailed me back asking if I could email him the receipts of work that I have done to vehicle so he could review them, I emailed him back on jan 21 2016 letting him know I would try to email him with them as soon as I found a computer with a scanner and gave him the option to meet with him and I could bring them with me and have not got an response back from them at this time(jan 26 2016) Final Business Response /* (4000, 9, 2016/01/28) */ i received the receipts via email last night, the 27th and have totalled the amounts on the receipts to a sum of $1158.56 which will be reimbursed to Mr. ***** and he should expect payment early next week. We apologize for any inconvenience. respectfully, **** **** General Manager Bob Howard CJDR XXX-XXX-XXXX

2/1/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Service pricing is deceptive--add on costs are not disclosed until the car is picked up. My car required an oil change. During that service event, the service advisor provided a report that indicated the car failed alignment check. An Action Plan listed all services andthe cost for each. The alignment was quoted at $89.95. I returned the car the next day for alignment. At pickup an invoice of $103.50 was presented--$89.96 plus a $12.50 shop supplies, plus tax. I object to the $12.50 shop supplies charge as it was not quoted in advance and the service advisor could not explain what the charge was for. This is deceptive pricing strategy. The Action Plan should be presented to include the costs up front by line item, not summarized in a way that leads to unexpected costs. Frankly, at $89.96+12.50, I would have taken the car to another supplier for the work as the pricing is better.

Desired Settlement: Discontinue the pricing dishonesty. Explain the required shop supplies or refund the 12.50 plus tax.

Business Response: Initial Business Response /* (1000, 5, 2016/01/08) */ Contact Name and Title: *** ***** Market Director Contact Phone: XXX-XXX-XXXX Contact Email: ******* Mr. ***** I have emailed you to ask what location of the Bob Howard Auto Group you visited and have not received a reply. The $12.50 are shop supplies, like grease, rags, wheel weights, etc. These should have been disclosed to you. I will get the $12.50 reimbursed, but I need to know what brand store you visited. Thank you *** ***** Initial Consumer Rebuttal /* (3000, 7, 2016/01/12) */ The Honda work was performed at; Bob Howard Honda XXXXX ***** ***** ******** ***** ** XXXXX My customer number is XXXXXX. Final Business Response /* (4000, 10, 2016/01/20) */ We will refund the $12.50 shop supplies charge if he feels they were not disclosed. However each estimate is presented not including taxes and shop supplies because the shop supply charge depends on the size and type of the job. Also the "misc" charge on the "action plan" represents the shop supply charges. Sincerely, ***** ******* General Manager, Bob Howard Honda.

1/27/2016 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: Dealer removed floor mats from vehicle at the time of purchase for detailing. Dealer has not returned the vehicle's floor mats or replacements. We purchased a 2012 Ford Edge from this dealer on December 21 2015. We were attended by sales person ******* ******* Wile we were preparing all the paperwork, the dealer took the car in to get it detailed. In the process, they removed the floor mats from the vehicle. We did't notice the floor mats missing until later that day after returning home to Tulsa. We contacted ******* about the mater and he said he was going to look for the mats, and that he would call back. He did't call, so we called him the next day. He now said that the car didn't have any mats (this is not true, the car had mats when we initially looked at it), but that he would get some for us and that he was going to see about shipping them to us. He called later to tale us that he found some mats for us, but that we had to go pick them up at the dealer because it was too expensive to mail them to us. We felt this was unfair because the dealer was the one who made the mistake of not returning the mats back in the vehicle, however we agreed to drive all the way to Oklahoma City to pickup the mats. We notified ******* that we could pickup the mats on Saturday January 2 2016. He texted that he was not going to be at the dealer that day, but said to ask for "*****" and that he would hand us the mats. We drove to the dealer on January 2 2016 and asked for "*****" as instructed. He handed us some mats that looked old and very bad quality, and when we tried to put them on the car, they didn't fit. This vehicles have safety retention posts for the mats to lock them in place to prevent them from interfering with the pedals. This mats did not match the posts nor fit the vehicle. We asked to speak with the manager at this point. I spoke with ****** ******* (General Manager). I explained the situation to him. He assured that he would personally ship the mats to us next Monday, that he had not heard of the situation until now, but that he would take care of it. We waited for the floor mats to arrive, but after not receiving anything after ten days, we tried to contact the dealer again. We have called the dealer many times on different days to try to talk with someone and figure out what happened with the floor mats, but the receptionist only transfers us to a voice mail, and neither ******* ****** nor ****** *******, nor anyone will take or return our call. We have asked to speak to someone else that could attend the matter, but we only get transferred to voice mail, and despite leaving several messages no one has even the courtesy to return our calls. We just want the dealer to replace the floor mats they took out of the vehicle, how difficult is that for them.

Desired Settlement: We just want the dealer to replace the proper floor mats that correspond to the vehicle which they removed.

Business Response: Initial Business Response /* (1000, 5, 2016/01/19) */ Contact Name and Title: ****** ******* Contact Phone: XXX-XXX-XXXX Contact Email: ******** I will purchase the floor mats for ***** at a dealership is Tulsa today 1/19/2016 and she can pick them up Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) We received the correct mats yesterday, January 25th 2016. Issue has been resolved, it is just very sad that we had to resort to filing a complaint for them to finally respond and properly correct the issue. Thank You BBB!

1/5/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: The company engaged in "bait and switch" sales practice, if I understand the illegal practice correctly. I was interested in a 2015 Honda Civic for sale on the Internet Website for Bob Howard Toyota originally seen through AutoTrader. I live in Wichita, KS, and the car was for sale in Oklahoma City, OK. I began the day (11-30-15)by calling a salesman early in the morning. The car was still available. I made an offer for the car which reduced the price approximately $284.After the salesman talked with his sales manager, I was told by the salesman that the offer is acceptable, but I would be required to pay $499 for their paperwork fees (which is far more than I have ever paid in fees at the end of the sale than I have ever paid anywhere ever). However, I was still okay with the final price and agreed to those terms. I requested the salesman make certain the car is detailed and have a full tank of gas. He assured me that they would not quibble over such small details and that it would not be a problem. I told him I was driving at that moment and I was not comfortable trying to provide my credit card numbers to him while driving in order to place a deposit, but I would do so as soon as I arrived at my destination. The salesman assured me that we had a deal and the car was not going anywhere because he had the key to the car in his pocket. Before I arrived at my destination I received a text message from the salesman that the car had been sold in the interim. I called the salesman and he apologized. I asked to speak with the sales manager and my call was returned by him. I asked the sales manager if he was aware of the deal that I had with the salesman. He said that, yes, he was aware of the deal, but that the car sold. He then proceeded to tell me that I could still buy the car, but the new price would be $900 more!! So, in fact the car was NOT sold because I was being told I could still buy it, but not at the price which was negotiated, nor could I buy it for the advertised price, but for $616 ABOVE the advertised price. He also made it clear I would need to pay the $499 in paperwork fees. This upset me a lot. Because the car was not sold and I was being asked to pay a price above the advertised price. My understanding of "bait and switch" is that the business refuses to take orders for the bait. This company was very specifically not honoring their advertised price and refusing to take an order for the car at their advertised price. This is "bait and switch". I was so unhappy about the situation that I spoke with the General Manager. He also told me that I could buy the car, but not at our agreed upon price nor at the advertised price, but at the increased price. I then decided that I needed to speak to the person above the General Managers. I called and left messages for him and spoke to him near the end of the day. He said that he was not told the complete story by the General Manager and that he did not realize I was still being offered the car at an increased price. I told him I still wanted the car at the price, but he did not call me back to say they would honor that. To make certain that the car was for sale and to verify their apparently fraudulent business practices, my fiance went online that night and inquired about the car which was still available on their website. The salesman verified the car was still available and emailed me the original price for the car, which was $616 less than the price at which they were saying I could buy the car. There were 2-3 subsequent emails asking if she was still interested in the car and when she could test-drive the car. My understanding of "bait and switch" according to the Federal Trade Commission is when a company "refuses to take an order" for a product. This company refused my order for their product at the advertised price and continued to advertise their product at the same price at which they refused to sell to me. They were still offering this price to other consumers to lure them into their dealership to, presumably, attempt the same practice again.

Desired Settlement: I request a personal apology from all parties involved including the sales manger, general manager, and the boss of the general managers (I will need to obtain the names again) by phone and in writing admitting their wrongdoing and explaining what they will do to correct their business practices in the future. I also request a dark grey 2015 Honda Civic EX-L with navigation and tinted windows (which is the type of car I was looking at) for $16,500 out the door (the negotiated price without the "paperwork fees"). Bob Howard Auto Group sells Honda vehicles and can complete this request for reparations.

Business Response: Initial Business Response /* (1000, 5, 2015/12/14) */ Contact Name and Title: **** ****** GM Contact Phone: XXX-XXX-XXXX Contact Email: ******* Mr. *******, I sincerely apologize that you have had a less than satisfactory experience. When I spoke to you on the phone in regards to this issue I stated that we did in fact sell the car at an auction. I apologize that there was any miscommunication that was had during the transaction. We can try and find you a different Honda Civic but being that it is a pre-owned car it is hard to duplicate the exact vehicle you are looking for as the pre-owned market is different from the new car market. We do apologize about the experience you had. If you would like to see if we can find a replacement vehicle that would fit your vehicle needs please email me directly at ******* and I will do my best to resolve the issue. Or you can also call me directly at XXX-XXX-XXXX. Thank you **** ****** General Manager Bob Howard Toyota Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I provided a very thorough, detailed description of my experience with Bob Howard Toyota (part of the Bob Howard Auto Group). For the official response to be a tepid apology which attempts to describe my experience as a, "less than satisfactory experience," only adds insult to injury. In light of how I was treated as a prospective customer finalizing a sale at your business, it is precisely the response I expected to receive. The unfortunate circumstance that this dealership finds itself in is having a prospective customer whom you treated very poorly with evidence to substantiate my allegations. This evidence includes phone records, text messages, and emails which prove the fraudulent "bait and switch" business practice in which your dealership is engaging. This complaint to the Better Business Bureau is not my final effort to dissuade customers from patronizing your place of business. It is my responsibility as an educated, active consumer to use the tools available to me to make others aware of your business practices. I will use all social media and legal means available to me to sound the alarm to warn others away from you. Also, my complaints will be filed officially to give you an opportunity to correct your illegal business practices or risk others adding their personal stories to mine for corroboration. I will be keeping copies of all the records, should they ever be requested or needed. Final Business Response /* (4000, 9, 2015/12/24) */ Mr. *******, Thank you for your response back. After reviewing the records that we show to have on our end it appears that the first lead generated on this particular car was on 11-30-15 at 9:23am. We responded back to that lead at 9:36am with an internet price of $16,784 plus our documentation fees. It then appears that you initiated a chat lead at 10:15 am. All our chat leads are managed by a third party and not here on the dealership premises. We do this so that a consumer has instant response 24 hours a day 365 days a week. From the chat lead they gather your phone number and email address to get you more information and they state that the car appears to be available but would need to verify first. Then at 10:17am another email goes out stating that the internet price is $16,784 plus our documentation fees. All this is happening at the same time we have the car for sale on an online auction. At the same time this car was listed for sale at an online auction. However the chat company nor the internet sales professionals were unware at the time it was listed for sale at the auction. The used car manager sells that car at auction for $17,400 that same morning on the same date. We sell cars retail and wholesale every month. We do not hold cars anytime we get a lead on a car. We get multiple leads on cars at a time and the first deal in house that provides payment in full is the person or entity that buys the vehicle. This was not done out of malice or a bait and switch. The vehicle was sold prior to your arrival here at the dealership. It was simply miscommunication between our internet department and our used car sales manager and both deals happened at the same time during the same day. I again sincerely apologize on behalf of Bob Howard Toyota and all the employees that you had interaction with and any of our third party providers such as our chat company.

11/20/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Title not received We bought a vehicle here September 9th. We had not received our title and called end of September. We were told there was a mistake and it would be 2 weeks. Another week later we called and were told another week. It is nearly 60 days since the purchase. Nobody is returning phone calls to my messages. I am being forced to file a formal complaint with the state of Oklahoma since we have had no success with the dealership and still no title. We were also told the Oklahoma tax commission was backed up but yet my sister in law bought a vehicle 3 days after we did and got her title in a week which nullifies their backed up excuse.

Desired Settlement: Any tickets/ late fees for registration covered as well as the dealership cover our tag, title and license fees.

Business Response: Initial Business Response /* (1000, 5, 2015/11/07) */ We have spoken to the customer and let him know what is going on. We are waiting on the state to produce a title and have explained this to the customer. The customer and I have come to an agreement and this issue will be resolved as quickly as possible.

11/6/2015 Delivery Issues | Read Complaint Details

Additional Notes

Complaint: They signed an agreement to fix the new car that they damaged but ignore any attempts to fix it. I bought a car from Bob Howard about a year ago. When the day to pick up the car came they lied to me and told me it was locked in the service area and they could not find the guy with the key. I live 4 hours away and had already made plans to drive. With some pressure I told them that I was going to lose my rental car (from a wreck, the reason for the car) and that I would go somewhere else if they could not help me. The car was then magically available but with chipped paint that they were hiding from me. I signed a deal where they would fix the paint. I have had a year of back and forth with *** **** about this issue. He ignores me for a long period of time and then makes contact almost to the point of fixing it, followed by ignoring me. It has been MORE THAN A YEAR of this on and off about fixing something they promised to fix. Right now I am in a phase of being ignored. They refuse to talk to me.

Desired Settlement: I would like them to either fix it or give me the money it would cost to repair it elsewhere.

Business Response: Initial Business Response /* (1000, 5, 2015/10/23) */ Contact Name and Title: **** ****** General Manag Contact Phone: XXX-XXX-XXXX Contact Email: ******* Thank you for bringing this to our attention. We sincerely apologize that the we owe work hasn't been completed yet. We have left a voicemail for you on 10/23/15 at 12:33pm. We would like to hear back from you in order to get this issue resolved. We look forward to getting this issue resolved so that you can enjoy your car. We again apologize that the we owe work hasn't been completed. If you need anything else, please do not hesitate to give us a call.

10/23/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Payoff error when cutting check to financial institution. I have been trying to get someone to help me resolve my issue and I haven't been having any luck. I have provided a timeline below listing out the events. 9/4-Bought Jeep Compass from Bob Howard-L******* was my Sales Manager 9/15-Paid normal car payment since payoff was still not received 9/21-Got call from Tulsa Federal Credit Union spoke to T*** stating the check was made to Tulsa Teacher's Credit Union but mailed to Tulsa Federal so they could not pay off our car loan-(Still in would have prevented me from having to make the extra payment if the check would have been correct) 10/8-Spoke to D****** he said he had handled the check and it was sent out that day in the mail (This was not the case) 10/14-Called Tulsa Federal Credit Union still not paid off-Called dealership and left a message no call back 10/15-Called TFCU still not paid-Called dealer spoke to W****** he said he got the check handled with accounting because it was still not corrected or sent out. I did ask for you to reimburse the per diem since the 21st since that was your error. He stated accounting would make that call and that didn't sound right since they don't make those decisions so I asked him to escalate or get this done. He never called back and followed up with an answer. I called L******* after speaking to W****** and he acted like he could care less about the situation and that he would check on this but nothing was done and no call back was received. 10/19-Received a letter in the mail from the credit union dated 10/13 stating they are about to add an additional $1,750 to my loan amount for insurance since it hasn't been insured since 9/4 10/20-Called loan still hasn't been paid; Credit Union notated account that the car was sold 9/4 but we only have a few days before this racks up extra money $1,750. This is extremely irritating having to make extra phone calls to deal with this! 10/21-Finally paid but I am receiving way less than I should back from the credit union due to having to pay extra per diem of $1.43 per day.

Desired Settlement: I would like to get reimbursed 1.43 X 31=$44.33. This is amount of per diem that has been charged to me since September 21 when the credit union received the check made to the wrong institution. As you can see from the timeline I spent a lot of my time calling and making sure things were getting resolved and receiving extremely poor customer service. I had to make September's car payment which I shouldn't have had to make since the check would have been received in the grace period. T

Business Response: Initial Business Response /* (1000, 5, 2015/10/22) */ Contact Name and Title: ********* general manager Contact Phone: XXX-XXX-XXXX Contact Email: ***** we apologize for any inconvenience and lack of communication on our end and will gladly reimburse you the sum of $44.33. respectfully, ********* general manager XXX-XXX-XXXX Initial Consumer Rebuttal /* (2000, 7, 2015/10/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you. If you need anything further from me let me know.

10/7/2015 Problems with Product/Service | Read Complaint Details

Additional Notes



Business Response: Initial Business Response /* (1000, 5, 2015/08/24) */ The vehicle was brought to Bob Howard Chevrolet for three repairs (1) Recall 14350, unintended ignition key rotation. (2) Recall 14574, spark plug wire retainers. (3) Vehicles idles rough - Did not want to start on the service drive. We performed recalls at no charge and checked the engine out. We recommended a new engine. We DID NOT blow up his engine. We will trade him out of the vehicle but will not give him a vehicle. Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Bob Howard Chevrolet is not being honest. I brought the vehicle in for the recalls on 8-12. I was told it would be a couple of days. After no calls or returned calls I went to the service center on 8-17. The service guy told me that the recalls were done and they were running test to see why the car was rough idling. I then informed him I just wanted my car back that I would take to to my regular mechanic for any further repairs due to the fact that I was renting a car and it was getting too expensive this was about 6:30 that night. He said it was hooked up to the machine and to give them until the next morning to have it ready. The next day I still hadn't received a phone call, I tried calling but kept getting transferred to the voice mail. I gave my mother the number to try to contact someone due to the fact that I was at work. She called me and informed me that she had contacted someone at the service center and they told her that "In the process of them running test they locked up the engine". There should have been no reason for them to be running test on 8-18 when I specifically told the rep on 8-17 that nothing else was necessary that I would pay what I owed and just wanted to have my car back and that I would take it somewhere else (where I always go for repairs for the last 5 years) for any additional repairs to my car. He apologized that it had taken so long but he said that he would need to the following day. At that point on 8-17 my engine was NOT locked up. The recalls were DONE according to the rep. There should have been NO reason for them to do anything else to my vehicle after I told him that I wanted nothing else done just to have the car returned to me. They claim that it "Did not want to start on the service drive" But it started and the recalls were done. The engine locked up while they were running test. Would the recorded conversation help?

9/14/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I purchased an Olds mini van from Bob Howard. It was very clean inside and outside and was very low mileage.We found some issues from the brake so I took it to our mechanic to have it checked. **** ***** called me to come and look at the car. On the rack the car was totally rusted out underneath. The sway bar had rusted in to the brakes fell off when the wheel was removed. The body was rusted away from the frame and the brake and fuel lines were badly rusted. The front end was very bad shape and would have to be replaced. I contacted Bob Howard and returned the car to them. I spoke with *** ****** General Sales manager. He said they would refund our money, so we gave him the car and keys and title(which has hot been changed into our name yet. He said we would have the money in a couple days. It has now been a month and still have not gotten the money. Now he won't answer the phone and and won't return our calls. We have been ripped off for $4600.00 dollars. Product_Or_Service: 2000 Olds Mini Van Order_Number: XXXXX Account_Number: XXXXXX

Desired Settlement: DesiredSettlementID: Correction to a credit report Just refund my money. The car is dangerous to drive and I just want what they promised, that is a refund.

Business Response: Initial Business Response /* (1000, 5, 2015/09/02) */ Contact Name and Title: ***** ******* General Man Contact Phone: XXX-XXX-XXXX Contact Email: ******* Mr ********' check was mailed a few days ago. i have tried to call him to let him know but he has not answered the phone. We had an internal communication breakdown and that resulted in getting the check out so late. It was our intention to get the check to Mr. ******** much sooner. I have never recived a call from Mr. ********, therefor i would have known about the issues sooner. Sincerely, ***** ****** General Manager Bob Howard Honda

9/9/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Dealer used bait and switch scam and 30 days after purchasing they have not sent the title. Now I am being charged late fees for registration. I found a 13' Lexus GS at Bob Howard Nissan, made a deal over the phone with salesman sterling, for $30,000 for this car. I drove 5 hours to get to the dealership and the salesman was not there and the sale manager at the dealership said they would not honor the deal. I was naturally very upset after driving all that way for nothing. It took writing on their social media to get attention from the general manager of the store *** *******. After talking with ***, he said he would honor the deal plus a $500 document fee plus a $150 check for a replacement tire, so I took it. Sadly, *** still sided on the fact that I was lying to him and that his sale person did not make a deal for 30k. So, this meant that I had to drive another 5 hours each way to get this car for the deal they should have honored in the first place. So I purchased the car on 08/03/2015 and one month later 09/03/2015, I still have not received the title nor $150 check and am now being charged late fees for registration of $25/month and cannot legally drive this car. I contacted ****** ****, their finance manager about not receiving the title on 08/25/2015 and to which he has been short and said they plan on sending it 08/31/2015. I let Mr. **** know that that would not work for titling and have not herd a response. I do not trust this company and don't trust that they will even send my title without help from BBB or the state licensing board. What I honestly think happened is that the key tag had the wrong Lexus model on it and they priced the car wrong, they realized it when I went to purchase it and backtracked on the deal. Since I forced them to honor their original deal, plus $500 doc fee, they are now taking it out on me by being extremely difficult every step of the way.

Desired Settlement: I would like to see Bob Howard Nissan overnight me my title and $150 check for the title and pay for the $25 late fee that I am now being charged. Along with this, I would like to have them apologies for the trouble and inconvenience they have caused.

Business Response: Initial Business Response /* (1000, 5, 2015/09/03) */ I don't feel there is any reason to engage in the bait and switch argument. Mr. ******** drove all the way back from Kansas City that we had spoke about over the phone. At the time he thanked me for working with him and was happy with the deal. I am sorry if someone in my organization dropped the ball on the staus of the title. The title was mailed 9/1/15 and the tow checks for $150 and $25 were overnighted on 9/3/15. Initial Consumer Rebuttal /* (2000, 7, 2015/09/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company did get the title and all documents to me, even though the GM of the store had explained to me that they do not always operate within the boundaries of Oklahoma law and that not all titles are delivered within 25 days and this is standard practice. The last conversation I had with the GM of this store left me continuing to feel that they do not run things above board and without firm pressure they will try to take advantage of people. It seemed that the GM was not interested in my satisfaction but rather in what it would take to not deal with me. This business should be closely monitored by the BBB.

8/24/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Tampered navigation system on "new car" Wouldn't even give it 1 star. My new 2015 Sentra came with a 2 year old navigation system SD card installed (version 4.0 instead of 6.0) - something which Nissan says is impossible - and I can't get management at Bob Howard to return my calls. Will definitely report the dealer to Nissan corporate!

Desired Settlement: Replace the older version of navigation which should not have been in the first place!

Business Response: Initial Business Response /* (1000, 5, 2015/07/27) */ We ordered the replacement SD card and it is being shipped to the customer. We apologize for the inconvenience. Initial Consumer Rebuttal /* (3000, 7, 2015/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their statement is categorically false!! I called the dealership today to check on the SD card because I have not received any phone calls about this. Was told the card was NEVER ordered, is not available and they can' t help me further. Asked for the parts department manager to contact me by Monday noon. The also informed me verbally, that they have tried to reach me several times by phone but yet I have NO missed calls or messages. So their response is totally untrue. This was supposed to be a brand new car with only 2-3 miles on it and the latest version of the navigation software. Instead is has a 2 yr old version and they are being unresponsive in my efforts to get this resolved. Final Business Response /* (1000, 11, 2015/08/24) */ I did not start working at the dealership until, 8/1/15 so I have not seen this complaint. I did however talk to the customer after they left a message on my phone. I sent the customer an updated SD card so we should be in good shape. Thanks, *** *******

8/24/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Dealer fraudulently applied for credit with multiple banks when specifically instructed not to. Sales person provided false information about USAA. On 11 July 2015, My wife and I went to Bob Howard Toyota to find a 2009 Chevy Suburban LTZ that they had for sale there. Though the sales rep, ***** ***** was initially helpful, yet it became evident that they were wanting to move this vehicle off the lot quickly. There were not willing in anyway to fix minor issues with vehicle such as the cruise control not working. We were allowed to look the vehicle over well and stated that we would purchase the vehicle using USAA Federal Savings Bank. Mr. *****, insisted that their dealership could process our loan directly with USAA. We were explicit in explaining that we normally dealt with USAA ourselves and that we would only agree to let the dealer do it if they only filed credit with USAA. He assured us that the finance agent would only process the loan application with USAA. We agreed and provided our information. While talking with the finance agent, he showed us terms and interest rates that we were not accustomed to with USAA and we asked if this loan was through USAA in which we were assured it was. The dealership processed the loan paperwork on Saturday yet we contacted USAA on Monday the 13th because the loan data was not in our profile yet. USAA told us that no loan application was processed for me or my wife. They also informed us that they did not do direct lending with any dealership. My wife and I then checked our credit reports that Monday the 13th, to find that Bob Howard Toyota inquired credit with at least 6 banks, none of which were USAA. After contacting the dealer on Monday the 13th and speaking with the finance director, He told us that the loan was actually processed through Bank of America and that it was probably too late to stop the transaction because it was being processed through accounting. The only option we had was to do a refinance with USAA and pay BOA's note off. This option only benefits Bob Howard Toyota as they get credit for selling a loan for BOA while we the consumer, get unwanted credit inquiries and a loan we did not request. The finance agent made no effort to tell us that the loan was not with USAA and we had no reason to doubt otherwise. After looking over singed documentation again, it became apparent that we put too much trust in the staff as the insurance and lien documents singed did state Bank of America. As document signing often goes in a dealership, the finance agent quickly glazed over simple documents such as these and avoided using the name Bank of America throughout the process. My wife and I were lead into this contract with misleading and false information so that Bob Howard Toyota could sell a vehicle and a loan.

Desired Settlement: My wife and I want Bob Howard Toyota to contact the banks they inquired credit with and have the inquiries removed from both of our credit reports to include the inquiry with Bank of America. Further, Bob Howard Toyota will pay any accrued interest with Bank of America between 11 July 2015 and the date the loan is payed off by USAA. We have received the BOA account number for the loan today, the 27th, and are filing with USAA on the 28th to pay off the loan.

Business Response: Initial Business Response /* (1000, 5, 2015/07/28) */ Mr. ****** I am very sorry you fell the way that you do. I have reviewed your file and there is nothing in the deal jacket that leads me to believe we promised to not send your deal to a couple banks including BOA. I have also review the menu you signed which clearly separates the cost of the warranty and car itself. There was no attempt on our part quickly glaze over any of the details of your transaction. Each document requires a signature. As far the loan thru BOA, you have the ability to refinance thru any lender you choose, we will not cover the interest. You did sign a contract which? Lastly lenders do not remove inquiries, without the customer contacting them, so that will fall into something you will need to address directly with the lender, however your signed application gave us authorization to seek financing on your behalf. Initial Consumer Rebuttal /* (3000, 7, 2015/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your timely response and being so quick to not take any responsibility for your staffs misconduct. It was against my better judgement to take the advisement of your sales representative as he seemed exceedingly persistent in me not dealing with USAA myself. I find it entertaining that you stated that you found no record of my family only requesting financing through USAA. I really don't expect your sales rep or finance rep annotating in my file that "I intentionally led the ******'s astray about our abilities with USAA and into a false sense of security so that I could close this deal in favor of Bob Howard Toyota." Since dishonesty is seemingly an allowable policy in your family of dealerships and it's so easy for you to question the integrity of a family of a 20 year military veteran, I can't say that I'm surprised by your response. Some lessons are learned the hard way and this is merely one of them. We will take your lack of concern and responsibility as an indication that other soldiers, especially USAA members, should be warned about doing business with your family of dealerships. As a precaution for them, we will be contacting Army Community Services of Fort Sill to advise them of your business's practices. It seems that now that the vehicle is sold and contracts are singed that there is no reason for you to pursue customer satisfaction and that asking for a few weeks of accrued interest was asking far too much from your successful and friendly family of dealerships. Thanks again for your timely response and take care.

7/6/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Internet salesman stated price was final, all fees included. I was then left to pay over 2k taxes. Before traveling 3 hours to the dealership, internet salesman put in writing a price with all fees included, final price or out the door. Purchased vehicle 4/23. Noticed 4/24 paperwork didn't include vehicle taxes. Called salesman, he said he didn't know I didn't know they weren't included. I explained that they are in Texas and he agreed that it should have been discussed. Salesman agreed to split cost of taxes. He put in writing that his GM was glad to open his wallet if I gave them all 10 ratings on the sales review; which I did for them. Salesman claimed at end of month, they had no dealer cash to cover their end. One month later, salesman claims their GM was no longer with them and he would speak to the director. Another month of unanswered texts later he finally stated he can not do anything. I have all of this in written texts or emails.

Desired Settlement: I am seeking to have them honor their promise to cover half the cost of taxes, which were in addition to the "out the door or final" price which was said to include all fees etc.

Business Response: Initial Business Response /* (1000, 5, 2015/07/01) */ Contact Name and Title: ********* general manager Contact Phone: XXXXXXXXXX Contact Email: ***** I apolagize for our lack of communication regarding the difference in how taxes are paid in oklahoma versus texas. I will be more than happy to reemburse you the amount of $1000.00 which should cover have of your tag expenses. respectfully, ********* general manager Initial Consumer Rebuttal /* (2000, 7, 2015/07/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for the prompt response ****. I accept your offer for reimbursement and believe it is fair for both Bob Howard Dodge and me to each cover half of the extra costs beyond originally agreed final cost. I will gladly close this complaint upon receipt of reimbursement via mail. Please send certification of sent mail. Thank you.

6/22/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: We received an estimate from bob Howard collision center stating 5 days to repair tand car is not fixed after 2 1/2 weeks. Car damaged in accident received estimate from collision center stating 5 days to fix. They called us to come get the car and after my husband paid for the car he saw the back door had a big gap in it he closed it and it didn't close right when he asked about it they could not fix it. They asked he take it home and bring it back another day and he refused to drive it off as it would leak.and we had no other car. After much fighting they forced them to pay for an extended rental car but with the understanding it would only be 2 days to fix. 7 more days have passed and they have not fixed. We called again they refuse to give a date saying. They cannot tell us how long it will be to fix and we are lucky they paid for rental car they refuse to pay for rental insurance and we have to pay for it at 17 a day at two 1/2 weeks so fFar this is not our fault we should only we responsible for the first 5 days not the other time they cannot figure out how to figure to fix the door. They are penalizing us for the cost and refuse to compensate us and cannot tell us when we will get our car and or when they will pay its for something which they caused us to have to pay for. The service is horrible and they will not call us anymore we have to call them. The last time they told us we are lucky they gave us a car and could walk or take the car and pay for the insurance. Considering their estimate says 5 days for repair and they themselves said they had to call Toyota to figure out how to fix the door they need to pay for insurance and stop wasting our money.

Desired Settlement: Refund of the insurance we are paying on the rental car and our regular car back and fixed correctly.

Business Response: Initial Business Response /* (1000, 5, 2015/05/21) */ Contact Name and Title: ***** **** Body shop mana Contact Phone: XXX-XXX-XXXX Contact Email: ***** We did write an "estimate" and based on all the information we had, this appeared to be about a 5 day repair. We bought a new door from Toyota, painted it, installed it, and mounted the spare tire on it. the door was not boneded well, from Toyota, and this is why the door didn't fit well. We immediately ordered another new door, but it was not bonded either, at which time we called to determine a solution to a manufacture problem, not a Bob Howard Collision problem. We did indeed provide a rental unit, but we did not manufacture this door. We will not provide insurance on the rental as it is unnecessary, because the ********'s insurance will cover the rent car if they wreck it less there deductible. Once again, it is hard to ESTIMATE that a factory door is going to need to be worked on and repainted in order to not "sag!" Initial Consumer Rebuttal /* (3000, 7, 2015/05/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) They called us today at 20 minutes until 6pm making it impossible to get to their business to get the car. We called to ask if they would wait a few minutes past 6 so we could get the car and yet again they said no. The reason we got insurance and are not using our car insurance is because the deductible is 500 if the job estimate was 5 days paying 17 dollars x 5 days is cheaper than a 500 deductible. It has been close to 3 weeks now it will be three weeks in Monday, we are now having to wait until Monday because you refused to wait 10 minutes past close for us to get there. We are not letting this go. You have caused us to pay two more weeks of rental insurance because you didn't know how to fix it and you said you had another Toyota with the same issue. We will pursue damages if this is not made right. Final Business Response /* (4000, 11, 2015/06/19) */ We finished this car and paid the rent car for this customer that we did not owe, which amounted to $630.00. The problem wasn't with anything we did, it was the fact that Toyota did not finish building the door. We did Toyota's job finishing the door, but told the ********'s that they did not need rental insurance. Yes they would have to pay $500.00 if the wrecked the rent car, the same as they would have to pay if in their own car. They chose the insurance, and we will not pay for it. The $17.00 per day was not cheaper than the $500.00 because they did not wreck the rent car!

5/15/2015 Guarantee/Warranty Issues | Read Complaint Details

Additional Notes

Complaint: Car problems noticed immediately after purchasing used vehicle- uncooperative dealership associates. Yesterday, April 10th 2015, I purchased a used 2005 Chevrolet Impala from Bob Howard Toyota Scion that I had seen on Auto Trader. The car was not certified pre-owned and was purchased in used as-is condition. Later that day at work, I noticed the vehicle was leaking a large amount of fluid, but couldn't tell what it was. Distressed, I took the car to a Midas Center the next morning where they told me it was indeed leaking transmission fluid and had a bad axle seal. Midas quoted the repair work at $120. Not wanting anymore surprises from the car, I phoned the auto dealer and spoke with the sales representative that sold me the car and requested information on what kind of repair work or service had been done to the vehicle in its history, or what may have been done at the dealer. I had seen the Carfax for the vehicle which reported no major issues, and it reported servicing dates but did not specify what was serviced on the car. The representative said he would get with the manager and phone me back. A little while later I decided to just drive back up to the dealership and speak with them about the problem directly. I realize theres no protection or obligation to take the car back for cars sold in this condition, but simply wanted to express my unhappiness and see what else I could find out about the car. After speaking with the manager, a representative simply told me the car was purchased as is and they would not do anything about it. When asked if cars are simply allowed to leave the dealership with such a serious problem as having a large oil or transmission fluid leak, he said that those are "luxury problems" and not dealt with on the type of vehicle I purchased. I left the dealership, not very happy.

Desired Settlement: I would like to seek the amount of the repair cost from the business, which was quoted by Midas Auto Service Experts on 2901 S Broadway, Edmond OK as being around $120. I don't think the business has any legal obligation to pay this but I am alarmed that I had such a serious problem with a vehicle on the exact same day that I purchased that vechicle, and furthermore I did not think the associates at Bob Howard Toyota Scion acted honestly or professionally. What I had really been interested was more detailed information on whatever services or repairs had been done to the vehicle and they would not even give out that information. I don't believe there is any legal recourse for this transaction given the as is condition of the car, but I am very displeased with the experience and am complaining since I have no other recourse.

Business Response: Initial Business Response /* (1000, 8, 2015/04/28) */ *****, Thank you for letting me know what has occured, I will pay the $120.00 to repair your leak. I will send a check today. Sorry for any inconvenience.

5/14/2015 Delivery Issues | Read Complaint Details

Additional Notes

Complaint: cancelled my extended warranty on a new car purchased their 2 years ago. been 8 weeks an no one knows anything traded in a 2013 gmc terrian purchased at this dealership on march 7 2015. called an fax info to bob howard finace dept on march 11 2015 for cancellation of extended warranty on 2013 vehichle. called back approx 2 weeks later an was told that all the paper work had been submitted. called fidelity warranty services XXX-XXX-XXXX X times-the last one about a week an a half ago an they said they have not recieved the info-called bob howard back an left a message an no return call. it has been 8 weeks an no response. my contract # with fidelity is jooo XXXXXXXX. i believe i talk with ************ at bob howard

Desired Settlement: just want my pro rated adjustment that i am intitled to from march 12 2015

Business Response: Initial Business Response /* (1000, 5, 2015/05/07) */ Mr. *********, I apologize for your experience and I can certainly understand your frustration. We have finally recieved verification of you cancellation. We will overnight a check to you today. You should receive it tomorrow. One again I apologize for your inconvenience. Feel free to contact me if you have any further issues whatsoever. Thank You , ****** ********* General Manager Initial Consumer Rebuttal /* (2000, 7, 2015/05/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) after the bbb contacted bob howard the same day they reviewed the complaint and called me to apologize an went i felt out of their way to correct the issue. i appreciate the strong customer service an their willingness to quickly correct it. mistakes are made but how they are taken care of is the heart of the company an for that i would give them an a+++ an purchase another vehichle from them **** b

4/27/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: The dealership is dragging it's feet issuing my gap insurance refund. On 2-27-15 I received a notice from Honda Financial Services that I have a (gap insurance) refund due. On 3-11-15 I sent ****** ******** the paperwork he asked me to fill out and turn in. He told me that refunds were processed at the end of the month and checks would be cut at that time. 4-7-14, still no refund. Now ****** is stating that I misunderstood and that paperwork needed to be sent off etc. It would be an additional 3-4 more weeks. These are only stall tactics and are not based on facts. This stalling is just their standard procedure in attempting to delay refunding money that is due to me.

Desired Settlement: I traded in the Honda Civic that I bought from this dealership, back to the same dealership on 12-20-14. I want my insurance refund effective on that date.

Business Response: Initial Business Response /* (1000, 5, 2015/04/13) */ Your GAP insurance refund was processed when the cancelation request was turned in. A refund can take up to 8 weeks to be fully processed. I apologize for any delays that happened during your cancelation process and I apologize for it taking longer than anticipated. Our records do show that the check was processed and sent out to your address on April 8th, 2015. I have a copy of the check that was sent and the check number. If you have not received that check as of today, please notify us so that we can get you a new check ASAP. If you have any other questions please do not hesitate to reach out to us. Again I apologize about the delay. Sincerely **** ****** General Manager Bob Howard Honda

4/24/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: ****** ********** lied about the navigation. I bought a Scion Tc from this dealership last month. I specifically asked if it comes with navigation, the sales guy said yes. I tested the navigation before and after all the paperwork, both times it didn't work. I asked the sales person person to have it fixed, he said that the Service Department is already close. I agreed to come back some other time. I drove for 6 hours and after 400 miles, visited their dealership today to have the navigation fixed. The manager told me that he will check the vehicle. I called the seller since he was not in the dealership. Both of them told me that I will pay $1,000+ for the navigation, the navigation that I asked even before I bought the car. I was told that I shouldn't expect them to take care of it. Let's rewind... I specifically told them that I'm looking for a car that has navigation. I bought a new car because my old car don't have that functionality. Instead of helping me, the manager ask me questions that is not even relevant to the missing navigation. Asking what I do for work, if I shopped around etc... These tactics are almost insulting. I already purchased an expensive car, why try to get me to pay more? I try to live my life and work with honesty. These guys have the worse work ethic and customer service. Learn from my experience. I'm already looking at filing a complaint and possibly suing them.

Desired Settlement: Install the promised navigation.

Business Response: Initial Business Response /* (1000, 5, 2015/01/28) */ Contact Name and Title: ***** ****** GM Contact Phone: XXX-XXX-XXXX Contact Email: ******* We have reached out to ******* ****** on several occasions to discuss the details of the purchase and the issue at hand. His voice mail is not set up, so we cannot leave a message. We need more details and information about the concern at hand. The Scion is navigation compatible but needs additional parts to work. Please contact me to discuss what was discussed at time of purchase and to look for the correct solution. Initial Consumer Rebuttal /* (3000, 7, 2015/01/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have my e-mail address if they need to contact me. I'm in DC right now and probably missed their call because of the time difference. They have emailed me before, they can email me at ************ if they need an info not included in my very detailed complaint. I only missed their call once and they could have texted me in that number.. XXXXXXXXXX Final Business Response /* (4000, 9, 2015/02/18) */ To discuss details and to get a clear picture of the transaction we need to talk to Mr ******.We can be reached at XXX-XXX-XXXX. He has no voice mail setup and emails do not cover the communication needed to resolve the concern. Final Consumer Response /* (4200, 11, 2015/02/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I emailed the manager at ******* on Feb 9 but didn't get a response. I will call them now to see if I can get a hold of them.

4/23/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Dealer charged us over $8700.00 in Warrantees on a car purchase without authorization and forged names on a document for authorizations. On 12/9/2014 my wife and I purchased a 2010 Acura from Bob Howard Acura in Edmond. Added to our Finance paperwork on our Loan with Bank America through the Dealer Finance Manager over 8700.00 worth od warrantees (6 Total) were added to our Loan without authorization from us. We were given no paperwork after the sale (refused by Finance Mgr) insisted it must be copied into their system. On or about 12/16 we discovered the error and called the General Manager. Insisted he would correct. I had to go down to the Dealer 12/22/2014 and confront the Manager. Again promised. On 12/30/2014 I again confronted the General manager and the warrantees were voided. We were to receive the 8700 credit to our loan with Bank America. We also discovered on 1/5/2015 that the Finance Manager had forged my name on our documents to Authorize the warrantee and was no longer with the Company. We have yet after over 3 months have not received the total Reimbursement + interest. I have talked to Acura 8 times with no results or action.

Desired Settlement: We are asking for complete reimbursement of the fraudulent warrantees charged to our loan without our authorization plus whatever interest is Acura's share for the excess $8,700.00 charged to our loan which to date is approximately $ 90.00. Total warrantee charges 8734.00.

Business Response: Initial Business Response /* (1000, 5, 2015/03/23) */ Contact Name and Title: *** ****** General Sales Contact Phone: XXX-XXX-XXXX Contact Email: ******* We have been in contact with this customer and he has been updated on the status of the cancellations. At the time of this complaint, he had been refunded over $6,000. The remainder of the cancellations have been processed and we are doing everything we can to expedite this so the customer's lender receives these funds as quickly as possible. Please let me know if you have any questions. Initial Consumer Rebuttal /* (3000, 7, 2015/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Until I actually receive the balance of over $2300.00. This total amount of 8716.00 which is way overdue since the amount was added to our loan without our permission on 12/9/2014. The have been paying this off on my old auto loan which I have since refinanced adding the 2300 in since they have refused to send the balance. I will be happy to accept the response when I receive the check. Until then please keep the case open

4/21/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: My 2008 Honda Accord is missing a under hood insulator after they repaired my hood. My 2008 Honda Accord is missing a under hood insulator after they repaired my hood. They said this 2008 4 cylinder Accord do not come with it, but I am 100% sure that I have seen it many times there. After searching online I found out it is available in this model. So they are wrong.

Desired Settlement: I just need that under hood insulator put it on back. I have already made one extra trip and waisted my time.

Business Response: Initial Business Response /* (1000, 6, 2015/04/01) */ Contact Name and Title: ***** **** Contact Phone: XXX-XXX-XXXX Contact Email: ***** I went out and look at Mr. ********'s "missing' hood insulator after I looked at the photos and tried to imagaine why we would have removed it in order to repair the hood. As I looked under the hood, I noticed all the residue that the serpentine belt had thrown up under the hood over a period of 6 or 7years. Had the vehicle had a hood insulator, this residue would not have been there. Mr. ******** also told me that the Emission decal had been under the hood insulator, and he had never seen it, to which I replied that it would violate Federal law to cover that decal. I went inside, called Honda parts, and told them that Mr ******** was saying that his vehicle had a hood insulator to which they informed me that if his vehicle was a 4 cylinder, it probably didn't have one. I told them I had to be sure and they told me to get the vehicle ID number off of his vehicle. I did get it,JHMCPXXXXXCXXXXXX, and they ran it, and said this vehicle did not come with a hood insulator pad.I realize that some 2008 Honda Accords do, but most four cylinders do not, and only the VIN will tell you for sure.I called ***** ******* at XXX-XXXX, if you want to verify this. Initial Consumer Rebuttal /* (3000, 8, 2015/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not agree with his remarks, Also I DO NOT wish to continue the process on this because 1) Waste of time fighting for a 75 dollar part with this people. 2) My car is more than 6 1/2 years old 3) I do not have any picture of it to show as a proof. I still believe my car had one. I can still see the picture in my mind, but I can't proof it. In the future, I will not do business with this group. Lessons learned : Before giving a vehicle for repair, take as much as pictures inside and outside. Advise same to friends and families. God Bless! Please Cancel this process from here.

4/10/2015 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: We were the 1st customers there for the day & with an appt. it took 3.5 hours to get a battery replaced and were treated poorly by service personnel. Problem date: March 21st 2015 Purchase date of vehicle: March 2013 Vehicle: 2013 Dodge Dart Rallye Service technician: ****** Payment method: covered by extended warranty purchased with the car While other visits to this dealership to receive basic maintenance have taken much longer than necessary (despite appointments and arriving first), this experience stood out because ****** was extremely rude and was not truthful regarding the amount of time spent and/or required to replace the battery. No service had begun on the vehicle and no one was available to answer the phone until we returned to the dealership 3 hours after dropping the car off. He told us that they had not started service because they wanted to see if we wanted to purchase additional services that were not scheduled when the appointment was made. No attempts were made to call us and inform us of the additional services that were unscheduled, unrelated to the battery and unnecessary. Instead, oil changes and other customers who arrived after us and requested services that take longer than battery replacement were served. After explaining to ****** that just because I am a female does not mean he is entitled to lie to me about the time required to test and replace a battery. My husband informed me before we went out to speak with a service rep that it should not take 1 hour, let alone 3.5 and that they were going to make an excuse because he knew they would be required to test the battery. Given the fact that the battery could not sit overnight without dying, I very much doubt it took any real effort to determine the battery was no longer reliable. We were treated poorly and other customers were given priority because their services were paid for immediately and I am aware that the dealership has to wait for compensation for the battery replacement. There is no excuse for taking an exorbitant amount of time to perform a basic repair without calling the customer to notify them, having personnel available to answer the phone and then being lied to about the time required to finish the repair. No respect was shown to us as paying customers and I showed no respect for ****** as he and his staff were disrespectful to me as a woman and to my husband and I as customers. I used foul language to express my frustration and anger and was informed that my language was disrespectful and that somehow that was a worse offense than him lying and their poor service. I am entitled to express my frustrations brought on by their service using whatever words in the English language I would like. I asked to discuss the situation outside the waiting area because of the presence of a child and was immediately lied to when I asked what the reason was for the wait time. I refuse to allow someone to treat me as an inferior because of my gender. The ONLY reason we did not perform the battery change was because it was under warranty and we were under the impression that we were required to use this dealership for service.

Desired Settlement: I want a pro-rated refund for the remainder of the extended service warranty period. While I am aware that it is provided through a 3rd party company this dealership has not provided the services we were informed that we would receive and should be required to pay the remainder of the warranty for failing to fulfill their job duties. Telling someone purchasing a car that they will be provided excellent service performed by competent mechanics and lead to believe that our use of this warranty would not subject us to inferior service because of the delayed payment by Chrysler is a failure on the part of the dealership, not the warranty company. I want a personal apology from ****** for intentionally deceiving my husband and I by telling us that it took them 3 hours to test our battery to confirm it was no longer viable. After initially telling us that they wanted to know if we would like to purchase additional services before they began our repair. Lying to customers for a lack of incentive to perform timely service on a vehicle is not acceptable.

Business Response: Initial Business Response /* (1000, 5, 2015/03/30) */ Contact Name and Title: *********, general manage Contact Phone: XXX-XXX-XXXX Contact Email: ***** While we regret that the replacement of the battery took longer than either party would like for it to, we must follow the manufacturers protocol for battery testing before replacement. Chrysler requires that we test the battery for up to 2 hours on their equipment. Once the test is performed, a determination is made as to whether or not replacement is required. It was determined than the battery did in fact need to be replaced and we pulled the battery from our parts department at 9:45 am that same day. As to our employee ****** coming across as being rude, i apologize for that and have talked to ****** regarding the situation. I believe he became defensive when he felt that he was being verbally attacked with foul language. He must still keep his composure regardless of circumstances. He will be making a follow up call to apologize for his part. You are also more than welcome to cancel an extended warranty through our finance department for a pro-rated refund, however this was not an extended warranty claim. This was a Chrysler claim due to the fact that the battery was a covered component by the manufacturer up to 36000 miles. Thank you for your feedback and we look forward to serving you in the future. respectfully, ********* general manager bob howard CJDR XXX-XXX-XXXX

3/30/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I paid my loan off early and have been trying to work with finance to get the refund of my gap insurance. In March of 2012, I purchased a vehicle through Bob Howard Nissan (2008 Cadillac STS-V: 1G6DX67DXXXXXXXXX). The loan had a six year maturity. I paid the vehicle off in October 2014. Upon paying it off, I called ***** ********* to start the process of getting the unused gap insurance refunded. When I spoke with him on November 21, 2014, he emailed me a form to fill out/sign from Allstate. I filled everything out and emailed it back to him the same day. I hadn't heard from him or received any refund check so I tried reaching out to him in January of 2015. I received no response. Every time I tried to call somebody in the finance department, I got voicemail. Since I did not get a response, I called Allstate directly. They stated that they never received anything under the VIN or had anything under my name. I then went online and initiated a chat on the Bob Howard Nissan website (mid February). I asked for the finance manager's name and direct phone number. The chat representative stated she could not give me that information but assured me that she would give the manager my name and number. It is now February 24th and I still have not received any correspondence and I haven't received my refund. At this point, I question whether they ever submitted information for gap insurance. They charged me for it on my finance papers and Jason assured me I had it on the loan.

Desired Settlement: I want the refund of my gap insurance immediately.

Business Response: Initial Business Response /* (1000, 8, 2015/03/13) */ We apologize for this miscommunication, the finance department reached out to Ms **** this morning and we are working on getting this matter taken care of Please note that we did not receive the first notice from the BBB or we would have handled this sooner.

3/10/2015 Problems with Product/Service
3/3/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: We negotiated a deal on a vehicle and made an appt to purchase. When arrived, the vehicle was sold and the sale price went up $8k We live two hours away so negotiated the deal over the phone. I was already approved for financing and I sent the vin # and pics of my trade in. They offered me $27k for my trade. We made an appt to come get the vehicle. When we arrived, the salesman wasn't there. The vehicle has been sold and they brought up a completely different truck. They then proceeded to tell us they would only give $19k for our trade. Our trade was in the same excellent condition.

Desired Settlement: Honor the deal made

Business Response: Initial Business Response /* (1000, 5, 2015/02/20) */ I am sorry but we do not hold vehicles. There have been countless times people have told us they are coming to purchase and then never show up or that they'll be right back. So we sell on first come bases. Appraisals of vehicles sight unseen are always subject to change. There are too many variables that can not be noted in pictures or verbally.

1/20/2015 Delivery Issues | Read Complaint Details

Additional Notes

Complaint: My wife ******** L **** and I bought a beautiful Hyundai Elantra Limited car on Oct 21,2014. We put $5000 down, and let Hyundai finance the balance thru Capital One Auto Finance. Our Insurance Company was called before the car left the lot and added to our policy. After we had driven the car for over a month and paid for title, tag and registration, and already had made two payments in advance, we received a call from the Hyundai dealer asking us what our VIN# was on our car???? Someone had come into the dealer to purchase them a car and it was discovered that the car they had wanted to purchase still sitting on the lot, was actually registered to us. The dealership had put the wrong VIN# on our paper work, submitted it to the finance company and we in turn to our insurance company, all having the wrong VIN#. We have been waiting without the use of the car for over two months now for them to clear up all this mess up with the OK Tax Commission, Our finance company and insurance company. We have asked for a brand new sales contract to be written containing the correct information,a brand new clean registration and for all the above mentioned intities to be contacted and given correct information. We even signed a paper giving them permission to do all of this. To date on Dec 26th, we are still without the use of the car. Taking it upon myself to check and see if all these places had been contacted about the mix up on VIN#s, I found that none of them had even been contacted by the Hyundai dealer and I had to tell them myself about the correct VIN#. So far the best they can come up with is to keep calling and threatening to come out to my home and remove my car from my driveway and want me to hand them a title to their car, which apparently I paid for.This seems like a very poor set up for a business with such a respectable name, and in the mean time, it has caused my wife to seek much doctor care for a near breakdown and is having to be on medication due to the extreme stress.

Desired Settlement: DesiredSettlementID: Replacement Clean clear sales contract, clean registration, not an amended one, each of the involved intities supplied with a letter of correction with the incorrect VIN#. Make sure my tag is corrected to be on this car we bought,At my request, we have recently been supplied a loaner car to drive while this is being cleared up.

Business Response: Initial Business Response /* (1000, 5, 2014/12/30) */ Contact Name and Title: *********, general manage Contact Phone: XXXXXXXXXX Contact Email: ***** Mr. **** is correct in the fact that we at the dealership made an unfortunate mistake of having the wrong VIN number on the retail sales contract and all pertinent paperwork regarding their transaction. Though this is NOT a common problem with our dealership, it has happened before. Handling the transaction and doing what is called a collateral swap with the lending institution is very easy. However the state of Oklahoma is tougher to work around in circumstances like these. The state is requiring us to collect the titlework to the car with the wrong VIN number from Mr. **** before they issue the correct title to the customer. When this happens, we can more than likely have the problem rectified within the matter of about 3 days. However, without Mr. **** handing over the title with the wrong VIN number, we are at the mercy of the state in trying to find a way around their policy regarding this issue. We are awaiting response from the Oklahoma tax commission regarding a solution to the problem. I have also offered to re-emburse the ****'s any money spent out of pocket for titling of the vehicle in an effort to easily correct the problem. We regret that this has happened and have initiated an internal process to help eleviate any additional issues of this matter. Initial Consumer Rebuttal /* (3000, 7, 2015/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have asked for a new sales contract to be written with the correct VIN# which the dealer has refused to do, also for them to correct this with all parties involved which has not been done by them. Finance Company, Insurance Company and the State Tax Commission Final Business Response /* (4000, 9, 2015/01/15) */ on January 7th, we corrected our mistake by providing the customers with a new clean retail sales contract and a new perfected title to the correct vehicle that they purchased as well as re-embursed the customers for the expense of their tag, title and tax. We apologize for the wrong doings on our end and look forward to serving the customers needs in the future. respectfully ************* general manager bob howard hyundai

1/7/2015 Advertising/Sales Issues | Read Complaint Details

Additional Notes

Complaint: Their website and emails indicate "$19 down" and any credit situation accepted on any vehicle. They won't accept my $19 down. Their advertisements say "$19 down" on any new or preowned vehicle on the lot and "good credit, bad credit, no credit" accepted. When I called to inquire about the '96 Toyota Tacoma I've been interested in, the sales manager said "that deal is usually for new vehicles and it can be difficult to make that deal with the bank." They advertised $19 down but still want me to pay thousands of dollars for a down payment. There is no fine print I could find and the sales person hasn't contacted me back after he supposedly went to "talk to the bank". Stock #: 6ZXXXXXX Model Code: 7553 VIN: 5TEUU42N46ZXXXXXX Sales associate: ******* *****

Desired Settlement: I just want that truck sold to me for that price and to trade my vehicles in.

Business Response: Initial Business Response /* (1000, 8, 2014/12/04) */ Contact Name and Title: ***** ****** General Mgr Contact Phone: XXX-XXX-XXXX Contact Email: ******* Mr. ***** was never told he couldnt purchase a vehicle with $19.00 down. We did, however, show him different options with a substantial amount higher than $19.00 as a down payment. Reason being, Mr. ***** is in a negative equity position with his Trade-In(s). His negative equity caused the vehicle of his interest to fall outside the lending guidelines which are set by the banks. Please contact me with any further questions, ***** ****** General Manager Bob Howard CJDR XXX-XXX-XXXX Initial Consumer Rebuttal /* (3000, 10, 2014/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told the specific vehicle I was inquiring about was not available, at least not to me, for nineteen dollars down. The sales person told me they probably couldn't do it, but would ask and give me a call back. I never received a call. When I showed up to the dealership to follow up, the truck was sold and was told by another sales associate that the truck did in fact qualify. The dealership's ad made no mention to a bank's standing on or policy of a person's equity in a vehicle or that some vehicles qualify more or less than others. After filling out two credit applications and recieving emails and phone calls from the sales department about this special, one might be led to believe "any new or used vehicle on the lot", "$19 down", "good credit, bad credit, and no credit", and "all applications accepted" might mean just that.

12/31/2014 Problems with Product/Service
10/20/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: my van needed repairs from rear end collision. So far the only work discussed that was done was the bumper. these guys did extra work without permit. I took my 2012 Dodge Caravan for repair to this shop. I was rear ended and the bumper along with the left side rear quarter panel needed repair. The window bowed out, the sliding door rubbed and scuffed when opening. a piece in back needed straightend to. I met on 9/30 with ***** *********** myself, my husband and our USAA appraiser. It was discuess that the quarter panel would be opened up to search for cracks chips or buckling, ***** suggested more than once he would just take and adjust the sliding door. I said NO. **** from USAA said NO. Just take the panel off find where it is wrong and pull/ push do what needs to be done to fix it. I recieved a call Thursday from ***** telling me it was all good to go he adjusted the door like we discussed and there was no other damage. Excuse me but what? We told you not do that we said to look at the panel. I asked him did you take the panel off yet? No he says I did not the tech says there is no problem. It is visible. The door would not be scuffing and rubbing against the panel if everything was in place. I am going to have to now take the car to another shop to have laser spec redone, and have the door put back where it was before and have someone else look at the panel since he was planning to do what he wanted anyway. I am so upset that he was told not to mess with door since the panel is visibly messed up. I do not like being lied to and he is obviously getting paid to do work he was told not to. Even the appraiser was upset that they are going to have pay for double work. These guys should not be allowed to con people. I am weary about taking this to another place to have it fixed because of what he might have messed up.

Desired Settlement: It would be honest of the to refund any payment that is accepted so that another shop can finish the repairs that need to be done.

Business Response: Initial Business Response /* (1000, 5, 2014/10/06) */ Contact Name and Title: ***** **** Body shop mana Contact Phone: XXX-XXX-XXXX Ms. ****** stood in my office waiting for me to get off of a phone call, walked in, and told me that she was taking her vehicle elsewhere because we could not repair it properly. I proceeded to explain to her that I had no knowledge of her repairs but would look into the matter. She told me "No. she was taking it somewhere else!" We did very minor repairs to her vehicle and USAA paid for the repairs. USAA also paid us to measure the vehicle from the underside although no bumper reinforcement damage was noted. The "body" of a unibody vehicle does not "shift forward" until frame rails are moved, these are all in spec. We did take three trim pieces off to look for further damage but found none and we did adjust the door so that the trim would not rub. Ms. ****** has said she is going to another Collision Center, and if they find additional damage, they can contact USAA for reimbursement. If USAA believes we charged for anything that was not done, they will certainly seek reimbursement. If another shop can find ADDITIONAL damage,USAA will cover that.

8/20/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Amount of time for repair estimated, and reality of time it is taking are incongruous, and unreasonable. I was involved in an accident involving my car and a deer along I35 while driving from Kansas back to South Texas. The accident occurred in Guthrie, Oklahoma. I was directed by my insurance company to leave it in Edmond Oklahoma at Bob Howard Collision Center. I was quoted by the Bob Howard claims adjuster an estimated 2 weeks for repair; it was a cosmetic injury on the front left side and left door skins only. The GEICO claims adjuster confirmed this, and together we looked over the entire vehicle. He noticed the deer I hit scraped the skins on the left side of the car and included those in the repair, along with the obvious left headlights, etc. I went back to Wichita, even though I live in McAllen, Texas because it was closer than where I actually live, called my work, and told them it would be 2 weeks before I could return. After 2 weeks of waiting to hear from them, I was called and told they painted it and discovered the skins on the left side needed to be replaced, which to my recollection was already discussed between the GEICO adjuster and me. I was told by the Bob Howard claims adjuster he would need to get approval from GEICO before they start work, and it would be another week before I get my car. I was also reminded I had 30 days with the rental car, according to my policy. Again, I had to contact my employer in McAllen to let them know it would now be in excess of three weeks. I called Bob Howard again at the end of last week to find out the status of my car. I was told they just put on one of the door skins, it would be painted on Friday and to expect my car toward the beginning to the middle of next week (that's this week). Now, I am being told with any luck they will probably finish the job at the end of this week. It has now taken from July 24th through today, August 6th to get my car repaired. That's a total of 24 days with no completed repair, although I understand Bob Howard has already been paid for the work! And, outside of the headlights being destroyed, there is no damage to the engine; it's mostly cosmetic damage. The Bob Howard Honda adjuster's name is *****; the GEICO claims adjuster is Trey Brown: the GEICO claim number is #XXXXXXXXXXXXXXXX-XX; the Workfile number is 88ee855a; the total amount of repairs now exceed the $3,685.94 amount quoted because of the non inclusion of the left side door skins; my deductible is $500, and my insurance will cover the rest, although I am told some of the repairs are not included in my policy, so I'll have to pay cash for those; I will be paying my part with a credit card.

Desired Settlement: I needed my car last week, as promised. Having been out of work this long could have cost me my job. I want my car completed within 24 hours

Business Response: Initial Business Response /* (1000, 6, 2014/08/07) */ We have basically had to repair this vehicle twice as GEICO had us attempt to repair both outer door repair panels.The actual damage repair nicely, but when we primed the door, there were very light blemishes where the outer repair panel had been pushed against the intrusion beams. They were very hard to detect but they were there, so we contacted GEICO and they came out and agreed that outer door repair panels were necessary. We then ordered them and put them on and repainted the doors. The vehicle is put together,needs the bumper buffed and then needs to be cleaned up. I believe this vehicle will be ready to pick up later this afternoon. Initial Consumer Rebuttal /* (3000, 8, 2014/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The panels were discussed by the Geico claims adjuster the first time he saw the car, and it was agreed at that time they needed to be replaced. The outer panels are included in the initial claims assessment; items 24 through 36; so, I do not think the extended time they claim they needed is warranted. And, as previously stated, a rental car was needed since I knew no one in Oklahoma, I was going to McAllen, Texas, and I was coming from Wichita, Kansas (Hertz work order #RR HXXXXXXXX). I was quoted a total of 14 days for repair, yet the repair took 26 days. I opted for the rental company's insurance protection of $10.99 a day, an amount I was willing to pay out of pocket just in case something else might happen, since I was still in transit either 250 miles to the north, or 1000 miles to the south. The added insurance for the rental vehicle totaled $368.16. I believe I am entitled to a $169.92 reimbursement from Bob Howard Collision Center, which is the 12 day dollar difference. Final Business Response /* (4000, 10, 2014/08/13) */ The companies insurance had to "repair" the outer door panels on the original estimate which is exactly what we attemtpted to do as per the etimate. We had the door repair panels repaired, but could see distortion as we primed the doors for paint. GEICO paid us for attempting to repair the door panels as requested and then they paid us to turn around and "replace' the outer door repair panels which we then ordered the panels and did. Mr ****** can easily verify with GEICO if this is indeed the case and he will find that it is.We basicallt had to resart repairs when the new outer panels were authorized.

8/18/2014 Advertising/Sales Issues | Read Complaint Details

Additional Notes

Complaint: Well i bought a car from this location, about a month ago June 21st. When i purchased the car the dealership did not follow through and call my job hotline to verify employment. Which i went to another dealership in Denton Texas Eckart Hyundai and got the exact same car and they did the due diligence and called my job and got all that was needed for the purchase of it. Well i ended up having to give the car back because of this. Anyhow when it was time to return my down payment to me for the vehicle i was given the run arounds. Had to call about 8 times a day just to get a straight answer when the money was mailed out back to me. They told me it was mailed out on a thursday from Houston Texas. I still have not received the check and i live in Austin Texas. They neglected to give me any type of verification that the refund check of my deposit had been returned to me. It has been a week since they said they mailed the check from Houston Texas their finance head quarters yet i have not received it. The finance person i was working with was very nice at first but when it was time for them to return me the refund they seem to be distant and non responsive. They did not portray good customer service and begin treating me poorly . Product_Or_Service: 2014 Hyundai Elantra Order_Number: na Account_Number: na

Desired Settlement: DesiredSettlementID: Refund i just want my full refund for the down payment i gave for the vehicle.

Business Response: Initial Business Response /* (1000, 5, 2014/07/31) */ Contact Name and Title: **** **** general manager Contact Phone: XXX-XXX-XXXX Contact Email: ***** This is in response to a complaint made by ******** ******. When we initially worked with ********* we made every effort possible to secure financing on his behalf. The financing on his contract fell through due to the fact that stipulations for adequate proof of income could not be proven. Mr. ******'s down payment for the car was also returned as insufficient funds in which again we worked with him to make suitable arrangements to make the check good. There is a stipulation in our spot delivery agreement that was signed by Mr. ****** that states that a portion of down payments would be retained if we could not secure financing on his behalf and if the car was driven in excess of an average of 50 miles per day. We have mailed his portion of the down payment due to him and he should receive that within a day or 2. Respectfully, **** **** General Manager Bob Howard Hyundai

7/29/2014 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: I was given an appointment time to have my car problems diagnosed. When I showed up at 5:30, the gentleman working at the counter told me they wouldn't be able to look at my car for weeks. I took time off work to make sure I could make it to my appointment on time. It would have been helpful for someone to call beforehand to inform me my car wouldn't be serviced that day like I was told over the phone.

Desired Settlement: DesiredSettlementID: No settlement requested - for Just don't want this to happen to someone else. People make appointments for a reason, if I wanted to be told I couldn't be helped, I wouldn't have made an appointment.

Business Response: Initial Business Response /* (1000, 5, 2014/07/17) */ We apologize that you had to make a trip to our dealership and we were unable to repair your vehicle. We did not want to inconvenience you by keeping your car when our shop was running behind and we were unable to repair your vehicle during your appointment time. Sometimes vehicles come in that repairs take longer than expected and it causes the remaining appointments to fall behind. It appears that when you made the appointment your contact information did not flow through to our advisors system so they were unable to contact you.

7/21/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: My wife and I purchased a 2012 Suburban on 6/21/14. On Monday 6/23/14 we got up to find the drivers side floor board was soaked with water and had a severe smell of cigarette smoke. We took the vehicle back that evening as we had to get to work that morning. We spoke with the used car sales manager **** and had asked him to take back the suburban. He said that there is not a 3 day rule where you can return a vehicle. We let him know that we were not pleased and that our children are very allergic to the cigarette smell. He asked us if we would let him ionize the vehicle to get the smoke out and that he thought the water was from the sunroof drains. We were still not pleased with his answer and reluctantly let him try. **** did however let us know that he did not have to repair any of the items we were complaining about. We took the suburban in on Wednesday 6/25/14 so the problems could be addressed and he told us that the windshield was not sealed properly and they had ionized the suburban twice. We got the suburban back on Saturday 6/28/14 with painters tape across the windshield and had to wait until Tuesday 7/1 before we could remove the tape. The windshield is fixed. However, the cigarette smoke is still powerful as ever and has not been resolved. My children find the air is hard to breath in the vehicle and I have asthma myself. If the first two ionized treatments failed not sure the dealership can get rid of the smell. Product_Or_Service: 2012 Chevrolet Suburban Order_Number: XXXXXX Account_Number: XXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) Either a replacement vehicle or a refund is acceptable at this point. Not sure the smoke would even come out at this point. I am sure you don't want to start paying for my child allergy clinic bills or my asthma treatments.

Business Response: Initial Business Response /* (1000, 5, 2014/07/10) */ The General Manager of the dealership has contacted the customer and both agreed that the dealership will go above and beyond what was promised by replacing the cabin air filter and providing an additional Ozone treatment to the vehicle.

7/9/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: The website and the sales person told me the 2014 Juke had bluetooth streaming audio capability. I bought it and it does not. I built a 2014 Juke on the company website and found that it had bluetooth audio streaming. When I spoke with the salesperson at the dealership I was told it did indeed have this feature. After I drove it off the lot post-purchase I found out that it did not have this feature. I tried to get the dealership to give me the car as advertised and I was told I could only trade it in when the new 2015 model comes out. I purchased the vehicle from ***** ***** on 06/09/2014. My calls and messages left with their admin were never returned. I had to go the dealership multiple times to try and resolve the issue. It was never resolved. I was told I could come in and trade in the vehicle for a newer model when they became available. I replied that of course I could do that anyway. They still sold me a car that did not do what they promised.

Desired Settlement: I would like to have the navigation/stereo system I was shown on their website and promised by their salesperson. I do not wish to have to begin a new transaction with them as a return or even new customer. I want to give my Juke back and have it replaced with the model that contains the correct navigation/stereo system or I would be content with having the stereo changed out in the existing Juke I now own.

Business Response: Initial Business Response /* (1000, 5, 2014/06/26) */ We are very sorry for the misunderstanding regarding Mr. ******'s stereo system. Mr. ****** originally asked for a Juke with blue tooth capability, and this vehicle is equipped with blue tooth. However after the fact Mr. ****** returned becasue the vehicle does not have the blue tooth audio capability. This was not known at the time of sale. Unfortunately, no 2014 Juke comes equipped with the blue tooth audio capability, and we have tried various avenues to try and appease him. Unfortunately, until blue tooth audio is available on a Juke, we have no way of rectifying this problem for him. We offered to trade him out of his car to no avail. An automobile is titled property, and is not easy to just back out a transaction and reverse funding and lien registrations. He was not interested in trading his vehicle for another. It is unfortunate that he is so upset about a feature on his car that is not available on any model of 2014 Juke. We have searched on his behalf for aftermarket equipment that might help to rectify this but have been unable to locate any, and have been in contact with Nissan but they do not offer this option. He said that he saw this on Nissan's website, but we cannot locate any option to rectify the problem. Initial Consumer Rebuttal /* (3000, 7, 2014/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) It was indeed made very clear that I needed a navigation system and that I wanted to stream Bluetooth audio. The sales person said that it did but responded later saying he just thought my phone wasn't compatible. If you follow this link you will see that the 2014 Juke can come with the NissanConnect navigation/stereo package as an option: The dealership could have and still can order a 2014 Juke with the stereo I thought I was getting in the first place. The offer they have given me for resolution is to trade in my car for a 2015. This is not a resolution. I could trade out my car anyway if I didn't want it. I just want what I thought I was getting from the start. If they don't have one at their dealership they can get one. Final Business Response /* (4000, 9, 2014/07/04) */ We regret that despite numerous conversations and visits with the customer, we are unable to resolve this in a manner acceptable to him. The entire incident is a misunderstanding on his part. He researched the Juke online and came in and bought the model that he wanted. The model has Bluetooth, but not audio streaming. He purchased based on his research and if he would have known he needed navigation, he would have purchased it. Bob Howard Nissan has a long standing reputation of good customer service and we stand behind this reputation.

6/27/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Every attempt to contact dealer was ignored after vehicle appeared to have been wrecked and flooded, leaving me with a lemon. I purchased a 2005 Land Rover LR3 on the 6th of May 2014, I bought the car as-is but purchased a warranty to go with it, buying it with the knowledge that the GPS system did not function properly. However, I was told verbally and shown a CARFAX which stated the car had never been wrecked, which seems to be false due to several indications, such as the hood alignment is off and the headlight has junkyard markings on it as if it was taken from another vehicle, despite this, the entire driver side floods every time it rains, leaving inches of water standing in the car during severe weather, I was also told that the vehicle did not leak, which again has been proven false. I made several attempts within three days after purchasing the vehicle to make the dealer aware but was disregarded every time.

Desired Settlement: I personally would like acknowledgement of all defects that the dealer was aware of and lied to me about when I purchased this car, I would also like them to wither repair what is wrong with the car or replace it with a car of equal value.

Business Response: Initial Business Response /* (1000, 5, 2014/06/27) */ This issue has been resolved with the customer prior to this complaint being submitted. Unfortunately the customer's employer got involved and filed this complaint on behalf of the customer. All issues have been addressed and the customer is satisfied.

6/20/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: ****** ******* & employees illegally performed a credit inquiry w/o our consent. They also attempted to cash an additional $18k draft from our finance ****** ******** GM of Bob Howard Nissan, on Sat 4/26/14 at 11:24am attempted to pay us off with $101 to settle the fact that his Finance Team illegally ran a credit inquiry on us w/o our permission on Sat 4/12/14 even though we refused their financing 3 times, AND AFTER we had already given them an $18K draft from our Financing: (Capital One) along with $1K from our Bank of America Account to purchase the 2014 Nissan Rogue for the negotiated selling price of $19,000. Bob Howard\\'s Financing Team continued trying to talk us out of purchasing the vehicle with our own financing, but instead replacing the payment with their financing stating that they could give us a better rate. We informed them that we were ***** with our financing and that we were building up our credit with Capital One because we would be financing a home loan with them later. We later found out that even after we informed this of our reasoning of financing through Capital One and refusing Bob Howard\\'s Financing, their Finance Team still illegally ran a credit inquiry without our permission. ****** ******* on Sat 4/26/14 stated that he gave the finance team permission to run the credit inquiry because Capital One was dishonest in their financing. ****** ******* stated that Bob Howard no longer accepted drafts from Capital One because Capital One bounced many of the drafts w/ previous customers, and therefore were not to be trusted. He also stated that he informed his finance team on 4/12/14 to make an exception for me that night of the purchase. ****** ******* continued to blame Capital One for not being a trustworthy company. I informed ****** ******* that his finance team accepted the check stating they always accepted the checks w/o problems and they had an agreement w/Capital One (just the opposite of what he just stated). ****** ******* then stated that he was new & therefore just trying to get everyone on board was difficult for him. When I questioned him on why he didn\\'t inform us on Bob Howard\\'s new policy of no longer accepting Capital One Drafts when he first returned our call on Tues 4/22/14 for answers, he stated that he was feeling so overwhelmed w/ being responsible for everything now that it \\'slipped his mind\\'. After we refused to accept his excuses/lies and refused to accept his bribe of $101 to not report their illegal act of running a credit inquiry w/o our consent, ****** became irate and threatened us. He stated that we were making a big deal out of nothing and that the credit inquiry shouldn\\'t have that great of an effect on our credit. ****** then stated that he had a $101 check at the dealership waiting for me, and that I could take it or leave it. When I refused he then stated since he couldn\\'t seem to please me then he was wasting his time talking to me. ****** then hung the phone up in my face. Other Incidents: 2)Bob Howard\\'s Finance Team ran the $18K Draft through an additional time attempting Fraudulent charge 3)Dishonest paperwork, Bob Howard\\'s Finance Team wrote 2 different selling prices for tags, title, & tax causing taxing on higher cost, but stated it didn\\'t matter. The tag agency said it totally mattered. After each incident I reported to our financing company Capital One. They recorded each incident and stated that Rodney Guthrie and Bob Howard\\'s Nissan was not only being dishonest, and practicing deceptive and fraudulent sales procedures, but that they also illegally ran a credit inquiry on our credit WITHOUT our permission and lied about stating that Capital One had given them permission to run the credit inquiry. Capital One has since given us a Fraud Claim to complete regarding the illegal actions from ****** ******* and the Bob Howard Finance Team.

Desired Settlement: Resolution: 1. $1,000 2. Illegal Inquiry removed 3. An Apology

Business Response: Initial Business Response /* (1000, 6, 2014/05/05) */ Customer signed a credit application (which is on file) in an attempt to purchase a vehicle from Bob Howard Nissan. Credit application was signed by **** ***** and ***** *****. Bob Howard Nissan did not commit any activity that was illegal and will not be paying Ms. ***** any amount. Initial Consumer Rebuttal /* (3000, 8, 2014/05/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Ms. **** ********* ****** ******** GM, and Bob Howard's response is unsatisfactory because they are attempting to cover up the fact that they violated the Fair Credit and Reporting Act by performing an illegal credit inquiry. We did NOT authorize Bob Howard to pull our credit. Again, we presented them with a DRAFT from our own Finance Company, Capital One to purchase the vehicle. Why would we want or need their financing? ****** ******** GM attempted to cover up this violation by doing the following things: 1) Blaming his Finance Team for "not all being on the same page" 2) Excusing his actions by stating "how difficult it was to run a business" and "how overwhelmed he was feeling" 3) Offering $101 to cover up the violation 4) Stating False Information: by saying two weeks later AFTER the vehicle was purchased that "they no longer accepted Drafts from Capital One, but they were just making an exception for us the night we purchased the vehicle with that draft UPDATED INFORMATION: I was just informed by Capital One's Auto Financing Department that ****** ******** GM also slandered Capital One's reputation by stating that they weren't a trustworthy company to do financing through, yet ****** ********** and his finance department first went through Capital One Credit to apply for their own financing with our vehicle. ****** ******* continues to practice deceptive business procedures and being dishonest with his responses. I will continue to seek justice in the law that was established to protect consumers from greedy and dishonest men like ****** ******* and the businesses who they work for like Bob Howard Auto Group that allow such criminal acts to occur. We have all of the signed copies of the paperwork for the purchase of the vehicle and not one gave our permission to authorize a credit report inquiry. Once again ****** ******* is being deceptive and dishonest. We would like for the BBB to continue to be involved in this case. Again, after reading the 52 complaints on the BBB's website against this company within the last couple of years we're hoping that you see a pattern of Bob Howard's Auto Group's deceptive, dishonest, and illegal business practices. There is no way that they should continue to receive an A+ as their grade. We ALSO have DOCUMENTATION VIA MULTIPLE TEXTS AND CALLS on Saturday, April 12, 2014,received from Bob Howard's Nissan General Sales Manager ** agreeing upon the price WITHOUT their financing which is the EXACT SAME price that we PURCHASED the vehicle for on Saturday, April 12, 2014. Again, this proves that they were well informed that we ALREADY had our financing through Capital One and were bringing our Draft to purchase the vehicle on Saturday, April 12, 2014. Now, we would just love to see how Rodney Guthrie will explain away this proof with the BBB, the FTC's Consumer Financial Protection Bureau or better yet in a court of law. Justice will Prevail! Sincerely, Mr. and Mrs. ***** Unsatisfied From: Better Business Bureau <****************> To: Mr/Mrs ***** **** ***** <*******> Sent: Tuesday, May 6, XXXX X:XX AM Subject: BBB Complaint Case# 16050511 (Ref#XX-XXXXXXX-XXXXXXXX-X-XXXX) Complaint ID#: XXXXXXXX Business Name: Bob Howard Auto Group The Better Business Bureau has received a response from the business in the above referenced complaint case. Please review their response to your original complaint and advise us of your position in the matter. The response may have already been mailed to you by the company. The details of the complaint (including the business' response) can be accessed at the following website address: . Please be sure to indicate whether the company's response is satisfactory or not within ten (10) days. If the Bureau does not receive a response, your complaint will close as Assumed Satisfied. In cases involving BBB Accredited Businesses, independent arbitration may be available to resolve a complaint when ordinary dispute resolution efforts have not succeeded. Please contact us if you would like to explore this option. Sincerely, **** ******** Dispute Resolution Specialist BBB Complaint Department **** Final Business Response /* (4000, 14, 2014/05/30) */ The customer signed a credit application. This has been stated numerous times in previous responses. No further responses will be sent by dealership. Final Consumer Response /* (3000, 12, 2014/05/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) FRAUDULENT Again we arrived with full payment using a draft from our own finance company, Capital One and PURCHASED the vehicle. ****** ******* and Bob Howard illegally performed a credit inquiry WITHOUT our consent. He admitted fault apologized and attempted to bribe us with $101. When we refused and informed him we would be reporting to the BBB about their clear violation of FCRA he then threatened us with producing a fake credit application. Why would we PURCHASE a vehicle and THEN apply for their credit? One month later AFTER reporting ****** ******* and Bob Howard to the BBB, Bob Howard Auto Group is STILL sending us approved "PRE-SELECTED AUTO LOANS FOR $34,986. Again, we have ALREADY purchased the vehicle,and WE DON'T WANT THEIR LOANS! ****** ******* and Bob Howard Auto Group has violated the FCRA, and they HAVE to be held accountable! Thank You, Mr. and Mrs. *****

6/3/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Hello,I had called Bob Howard Toyota about a car listed online. A 2008 Mazada Miata. I came from Dallas To Oklahoma City. I was advised the Price of the Car over the Phone 12,915 Plus Tag and Tax. When I was buying the car with Cash ( They advised me of a charge of 399.00 for paperwork) Paperwork when I am buying the car with cash? I feel they were very deceptive about this fee. I want my 399.00 back.Thanks,**** ******* XXX-XXX-XXXX Product_Or_Service: 2008 Mazada Miata Account_Number: Deal # XXXXXX

Desired Settlement: DesiredSettlementID: Refund Refund of the 399.00 Fee for Paperwork when I bought the car with Cash.

Business Response: Initial Business Response /* (1000, 5, 2014/05/29) */ The documentation fee is disclosed and made apparent on all sales person's desks and throughout the dealership. The customer had the ability to not purchase the vehicle if he had chosen not to pay the documentation fee. The documentation fee is disclosed on the documents he signed up front so the customer was fully aware of the fee. The fee will not be refunded. Initial Consumer Rebuttal /* (3000, 7, 2014/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) No I do not accept the response. I should have been advised upfront about the fee when I spoke several times to the sales staff before going from Dallas To Oklahoma City. They charged this fee also to check my Credit which was not needed since I paid cash. Thanks **** ******* Final Business Response /* (4000, 9, 2014/05/30) */ The fee is displayed on our website under each description of the vehicle. Below is the exact wording found on the website. Again there will be no reimbursement of the fee. "*Picture may not represent actual vehicle. Price varies based on Trim Levels and Options. See Dealer for in-stock inventory & actual selling price. All prices plus tax, title & license with approved credit. MSRP includes delivery, processing, and handling fees. Dealer doc fee $399 not included in price. Prices may be different outside of each advertised period and do not necessarily reflect cash price at any other time."

4/24/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Promises to refund a service plan on a totaled car. Smicklas is non responsive to me. We purchased a used 2013 chevy cruze that was totaled by a hit and run one month after purchase. Purchase about Nov 22, 2013. Accident Dec 23, 2013. Dec 28th salesman (****) said the service plan would roll over. We purchased the New 2014 chevy cruze about Jan 25th. We purchased a new service plan because ** ******* (the finance guy) said it does not roll over. We were promised the 1st service plan would be cancelled and full refund sitting in Eds office on Jan 25th. We just needed to get the new purchase all finalized. We emailed all items needed to finalize and in that email I said I believe we have given you everything you have asked for now what do we need to do to get our refund. This occurred at the end of January 2014. ** requested through email that we wait till after Feb 1st so he could get through Month End. I never heard from him. I emailed a few times and he never responded. I called and got his voice mail. He did not call back. I called Smicklas and asked to speak to the person over ** ****** and I was transferred to ***** or ***** I have it written down, but not with me at the moment. He asked for some information that I faxed to him and requested in writing what I expected along with all the emails that I had sent ** ******* He called me back and said it was all done taken care of....he laughed and said ** said he is sorry he just so busy. After that they took money out of my account again. I called back livid. **** or ***** said yes I can hear it in your voice. Let me take care of it....I will call you back. He never called. I sent my daughter up there to speak to someone over ** ****** and ********** and the only person available was ** ****** who said he was glad she was there in person he created paper work and said its all done. Nope....They took money out of my account again on March 20th. I went to the bank to see what they could do....and they allowed me to refuse the debit to my account. Also, I pulled out the agreement and called the service plan company and they said I had to go through Smiklas.

Desired Settlement: The original payment of $189.00 on Nov 22, 2013 by check + $89.00 debited from my account Jan 21,2014 + $89.00 debited from my account on Feb 20, 2014 is a total of $367.00. I sent the March debit back. Today is the 21st I will have to check to see if they debited my account for April tomorrow or the next day! I would love some more money for all the time I have spent trying to get my money back! My time and money is valuable!

Business Response: Initial Business Response /* (1000, 5, 2014/04/23) */ Contact Name and Title: ***** ****, cust rel mngr Contact Phone: XXXXXXXXXX Contact Email: ***** I sincerely apologize for the lack of communication. The customer's money is being refunded today as well as compensation for her time and trouble.

4/14/2014 Problems with Product/Service | Read Complaint Details

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Complaint: Unauthorized credit inquiries were taken on our behalf without our knowledge or consent. Customer #XXXXXX Deal #XXXXX My wife and I went in to our Credit Union "Weokie Credit Union" and were pre-approved prior to coming to the dealership. On Friday March 28th 2014 we went to Bob Howard Acura to test drive the Acura TL with the technology package. The salesman "******* *********** was very knowledgeable and answered all our questions. We talked to the Sales Manager "***** ******** prior to leaving. Then before we left the parking lot we discussed the car between ourselves and decided to see if we would be able to get the cost down enough to fit our budget and pre-approval amount. We advised *** that we had a pre-approval from Weokie and told him all the details, and that they could confirm it on the CUDLE system, we also provided a pre-approval letter from Weokie. *** went back and forth between us and ***** several times. Since we were pretty far apart on getting to a deal. ***** came over and sat down and talked to us. We explained our position to him and he explained his to us. He then allowed us time to talk among ourselves. We came back in and worked out a deal, both parties giving a little more to make it happen. ***** came over with a credit application and ensured us that he "WAS NOT" going to pull our credit, that he needed the application on file. We again told him that we wanted to do our loan through Weokie as it was easier for us and we prefer to keep our business with Weokie. He stated that he understood, and that we had to have good credit in order to qualify for a 1.99% for 72 month loan. He also stated that he could look at our credit through the CUDLE system and didn't need to pull our credit. All went well through the remainder of our night. We talked with the finance manager "***** ******** we completed the contracts etc... ***** also asked us about checking with other lenders for possibly a better rate, and we told ***** that we just wanted to do our loan through Weokie. The next morning we came back to the dealership with the trade title, and *** went through the remainder of the delivery process. All of this was a very pleasant experience and we left very happy. The best car purchase we have had in many years. They are a great team and are very accommodating. I was very impressed by their professionalism and would recommend the dealership to anyone asking. Later in the day on Saturday I got a credit monitoring alert. I went online to see what it was about, expecting that it would show that "Weokie" pulled my credit. However to my surprise 3 other lenders had also pulled my credit. This made me angry as ***** told me that they WEREN'T going to pull my credit. I am very particular about my credit and whom I choose to do business with. I called ***** and talked to him about it, and how we could get those unauthorized inquiries removed. He said he would look into what happened and he would get back to me later that day. I never heard back from him on Saturday or all day Monday. I became concerned that they may have sold my loan to another lender. So I went in to Weokie to make sure that my loan was going through them and not some big out of town lender. Calls were made and emails were sent and finally I was informed that Weokie C.U. does have my loan. However they cannot do anything about the inquiries on my Transunion credit report. I did not authorize Bob Howard Acura or any of its associated lenders to access my credit report. I did not apply for credit with these lenders. I only filled out this credit application with the understanding that it was needed for the deal folder as a backup in case there was a problem with Weokie doing the financing.

Desired Settlement: I want the unauthorized inquiries removed from mine and my wifes credit reports. These unauthorized inquiries if left uncontested will remain on our credit reports for 2 years. We monitor our credit very closely and that will be 2 years that every time we see them on our reports we will have to feel the frustration and remember this incident. We understand that this was just a lack of communication between the sales department and the finance department and it was not intentional. However it is a mistake that needs to be corrected. We are willing to assist in this process in any way that we can to achieve this outcome.

Business Response: Initial Business Response /* (1000, 5, 2014/04/01) */ I spoke to Mr. ****** ***** over the phone on 04-01-14 and we were able to resolve the differences the customer had inquired about. Regards, Bob Howard Acura

4/7/2014 Problems with Product/Service | Read Complaint Details

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Complaint: was rear ended back in the end of November and filed a claim through other party's insurance. I took my car to Smicklas Chevrolet on expressway to get an estimate. I asked them if they would be able to put on a body kit and was told yes. I contacted the insurance company to let them know Smicklas would be handling the claim and also gave the dealership the agents contact info to get the process started. After a long period of no communication I contacted the dealership to see what was going on with the claim. ******** stated that Smicklas and Bankers have not came to an agreement and stated that he has been waiting on the insurance adjuster to get back with him. So I waited a little longer. As more time passed, I called again and was told that they have been going back and forth. I called the insurance agent and asked what was going on. I was told that he would check on it.After a while the agent called back and gave the estimates that he said was sent to him.I called Esequiel to go over the estimate he stated he sent another that is higher then the one he original sent.After going back and forth with both parties, I called them on a 3 way call to try to get to the bottom of this. I asked ******** what the final estimate was. He said it was over 9,000.00. The agent said he did not receive one but will do whatever it takes to get the car fixed. He said the damages almost exceed the value of my car and asked what I want to do. I said " fix the car". He requested the final estimate to be emailed. I asked ******** to please email the insurance agent and me the final estimate but I never received one. So I called and asked for it again and never received it. I received emails from ******** stating that they are putting on the body kit and that the car is getting detailed (all at different times). He called me and told me the car is finished.I went up there and could not believe how terrible of a job they did. They did not fix everything they were supposed to and did a terrible job on my bumper. They did no cutting, molding or fitting! I told Esequiel that the car looks terrible. It looks worse than before I got rear-ended. The bumper doesn't fit in place at all, my rear passenger tail light was scuffed (from the accident) and the passenger flare was not replaced either. I told him this is not a $9,000 or less job. He said we are not a custom shop. He also said they put the bumper on the way they received it. He stated they did no cutting fitting or molding and don't specialize in custom jobs but on another note states the insurance company did not give them enough money. That makes no sense. He basically told me they couldn't do it anyway but then goes back to say we didn't get enough money. I asked him why did he make any repairs if the insurance or I did not approve it. I told him I could have taken it somewhere else. He said he would see what he could do. I left and came back days later and was told that I could take my car to the body shop that original put my kit on and Smicklas could mark it up and charge the insurance company. I said that would not make any since and there is no guarantee that the insurance would pay for it. He insisted that they would. He also said that if I were to take it to them, Smicklas would no longer be responsible for the body repairs. Product_Or_Service: Collision

Desired Settlement: DesiredSettlementID: Refund I would like a full refund for all the exterior body work including all exterior body parts; factory and aftermarket; paint; and hours for parts, painting, and installation. I do not trust the work that they have done. I have several pictures of the job.

Business Response: Initial Business Response /* (1000, 5, 2014/03/25) */ Customer brought 2004 Nissan 350Z to Smicklas Chevrolet Body shop for repair. Customer had an aftermarket ground effect kit installed. Smicklas Chevrolet agreed to order the kit from the same custom company that the customer ordered the kit from years ago. When it arrived the bumper was bolted just like the old bumper. Smicklas Chevrolet is not a custom kit installer and does not do custom modifications. After the installation of the kit, it was apparent that the bumper did not fit like a Nissan bumper does. There are no adjustments as on a factory bumper. When the customer returned to the body shop to view the vehicle he was unhappy with the bumper installation. The body shop looked at all options to try to make the customer happy. The body shop contacted the customer's insurance company to discuss any options for resolution . The insurance adjuster agreed that the custom vehicle shop that did the ground effects years ago would be the best option for the reinstallation. The manager of the body shop offered to remove the amount the insurance company estimated to have the bumper installed so that the customer can take the vehicle to the custom shop in order to have the work completed there. Smicklas Chevrolet Body Shop will be happy to remove the amount the insurance company allotted for bumper installation as that is the only part of the repairs that are unsatisfactory.

4/4/2014 Advertising/Sales Issues | Read Complaint Details

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Complaint: I was charged $129.79 to hook up a battery cable. March 18,2014. Invoice XXXXXX, I was charged $129.79 to hook up a battery cable in my SUV. Invoice states: TIGHTEN BATTERY CABLE and charged battery, drove SUV,no other issues. LABOE $109.00 shop supplies $16.79.

Desired Settlement: To hook up a cable and test, should not exceed $50.00 To charge as much as this company did is nothing but GREED.

Business Response: Initial Business Response /* (1000, 5, 2014/03/24) */ Contact Name and Title: ***** ********* Ser Mgr Contact Phone: XXX-XXX-XXXX Contact Email: ********** there was miss communocation to the customer on our part, issue has been resovled and customer is happy.

2/26/2014 Advertising/Sales Issues | Read Complaint Details

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Complaint: Refused to honor online stated price of vehicle. On January 11th I was shopping BobHowardNissan online. The online website had a 2014 Nissan Rogue with an eprice of 2,488$. It stated 24,488$ MSRP with 22,000$ savings leaving eprice of 2,488$. I called store and they refused to honor the price. Stated it was a mistake.

Desired Settlement: Prices stated should be honored. I should receive the 2014 Nissan rogue for the stated price of 2,400$

Business Response: Initial Business Response /* (1000, 8, 2014/02/03) */ Contact Name and Title: ****** ******* GM Contact Phone: XXX-XXX-XXXX I am sorry but people do make mistakes. We did change the price once we recognized there was a pricing error Final Consumer Response /* (4200, 14, 2014/02/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not the price stated Final Business Response /* (4000, 16, 2014/02/26) */ Price of $2,488 was an obvious typing error. Rogue will not be sold at that price. Dealership offered a very good price at $1,000 back of net invoice. There will be no further correspondence from dealership regarding this matter.

2/18/2014 Advertising/Sales Issues | Read Complaint Details

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Complaint: I have asked them three times to stop Emailing me but they just Email me several times a day. I have a medical condition where stress is dangerous for me. Product_Or_Service: none Order_Number: none Account_Number: none

Desired Settlement: DesiredSettlementID: Other (requires explanation) I WOULD LIKE FOR THEM TO STOP Emailing me.

Business Response: Initial Business Response /* (1000, 8, 2014/02/07) */ We have done an extensive search of our customer data bases including the system that we used at the beginning on 2012 and find no customer under this name, address or email. If the customer could provide a copy of the email he is receiving it is possible that it is coming from the manufacturer and not Bob Howard Toyota. The dealership has no control of access to the manufacturer's data base and the customer would need to contact them.

2/10/2014 Problems with Product/Service | Read Complaint Details

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Complaint: Poor paint job by Bob Howard Collision Center in Edmond. Went to bob howard collision center to have my 07 chevy doors painted. The job was horrible and bottoms of the door where never painted. I had to replace both door handles due to them not removing them for paint. I have gone to a general manager at Buick where he fixed my locks and other minor issues but the doors need to be repainted. Please call because there are so many things in which I have done to resolve this issue. I have been back and forth at least eight times and I am sick of trying to find a reasonable person to deal with this issue. I have a life time warranty on paint and labor and this is what I consider poor workmanship.

Desired Settlement: I what my 07 chevy doors repainted.

Business Response: Initial Business Response /* (1000, 5, 2014/01/28) */ We painted his doors, and of course if there is an issue, we will repaint it. Mr Rodriquez tells you that we did not remove his door handles but tells my general manager that we messed them up when removing them. Mr ********* also went to my general manager and received a free door lock actuator that he said we messed up when we were taking the door handles off. It still worked but was worn out like most 188K mile door lock actuators are. I will look at his doors and repaint if necessary, but will not tolerate his incredibly foul language around my female employees. After he repeatedly used the "F" word around my lady employees I told him I wanted to leave.He said he was not going to leave and I almost had to call the police. I will help him, but he cannot use that language around my employees, and accuse us of painting parts of his vehicle that we did not paint. I will not pay someone else to refinish doors as this vehicle has shoddy paint everywhere that we did not paint.

2/4/2014 Delivery Issues | Read Complaint Details

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Complaint: Bought Premium Maintenance Contract, Received most basic plan I purchased a Murano from this dealership in September 2010. At that time I also purchased a 2-year, Premium, Maintnance contract. Towards the end of the two years, I noticed that we had only received basic oil changes. The plan we purchased however covered an extensive list of services, none of which we received. When I asked the dealership about this, they informed me that we had only purchased the most basic service plan which only covered oil changes and tire rotations. Unfortunately for me, I found this out a few days before moving my family out of state. Once we had completed our move, I found our original maintenance contract from the dealership, and it clearly shows that we purchased the Premium plan. For the past 14 months I have been trying to reach someone at the dealership to help fix this error and receive the services we purchased. I have spoken with several different people from both the service (*****) and finance departments, only for them to say they're looking in to it, and never hear from them again. I've left messages, none of which are ever returned. I've tried calling ******, the GM, and also have gotten no response (also emailed him on 9/23/13). In the time that we should have been covered by the plan, we had to replace 2 tires when my wife ran over a piece of rebar (Which the plan should have covered), as well as other miscellaneous parts and materials that would have been covered had the dealership been performing the Premium service/ replacements. Most recently I was able to get Nissan Corporate involved, and they too can not get a response from the dealership. They were trying to contact **** in finance. I was able to reach **** once, explain the problem, and he pulled up a copy of the contract. He verified I was correct that we purchased the Premium package but only received the basic. I was told he would speak with the GM and get back to me. Now he to has become unresponsive. I have all the documentation to support this this, the dealership has confirmed it is correct, but their pattern of "ignore the problem and it will go away" seems to be their only response.

Desired Settlement: While I appreciate the dealerships assistance in correcting this, the resolution I would like to see is as follows - A new, Premium service contract is issued - 2 replacement tires for the tires we had to replace that should have been covered by the plans tire road hazard protection - 90k mile factory service performed, Its not quantifiable what effect missing the service intervals the plan should have covered has caused.

Business Response: Initial Business Response /* (1000, 5, 2014/01/15) */ We will correct the problem. There was a error in registering the correct policy in 2010 so i will attenpt to reissue a new policy today 1/15/2014

1/7/2014 Problems with Product/Service
11/21/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: October 29, 2013 I took my Nissan Sentra Spec-V to Bob Howard Nissan to determine why it was making a noise. They came back saying the rack and pinion needed replacing. Asked to be shown what was wrong all they did was point out a part that ran under the car and said the problem was inside. Price to fix: a thousand dollars plus.A third party questioned diagnosis. I have been to two other mechanics additionally. One of them it could not be the rack and pinion. A shop as well checked car and said there was nothing wrong; all parts were fine.Next I drove car, I noticed it did the same thing it was doing that made me go to Bob Howard for answers. I decided to pay serious attention to what was happening. It turned out that certain portions of the highway, because of their unevenness, caused all the noise. Problem solved.It was not a car problem but the bad road. I remembered how when I was driving to Bob Howard the car actually gave no problems. However, there were quite bold informing me the rack and pinion needed replacing. I have also read up online how to detect rack and pinion issues and my car is not showing any of the symptoms.During the past two years or more this dealership had, almost every time I showed up, said something was wrong: they have replaced my radiator, changed out parts of my air-conditioning system three different times, back to back, and have replaced my passenger rear brake system.I did bring it to the attention of Bob Howard why it was every time I showed up something had to go wrong with my car. As far as they were concerned, my car was old. One of those times when I took car to see why a/c would not turn on, an a/c system they had just worked on, they changed another part in the a/c itself. The switch still would not turn a/c on. Now they wanted me to further change the a/c switch. When I asked them to remove their part, the bill was waived.

Desired Settlement: DesiredSettlementID: Refund Bob Howard should investigate my complaints and refund all the repair money that have been taken from me. It is the right thing to do.They should also determine what is driving this kind of behavior at their service center.

Business Response: Initial Business Response /* (1000, 5, 2013/11/18) */ Mr. ***** came to us with a noise. Before performing any repairs on Mr. *****'s vehicle, he always asks to be shown the problem prior to performing any repairs, which we have complied with. We put Mr. *****'s vehicle on a rack in the air and showed him where the power steering rack was leaking and what his issue was. He declined repairs on the vehicle. We would be more than happy to place vehicle in air again for him to see in case there was any confusion as to what his issue was. No refund is deemed necessary at this time as we have only fixed what Mr. ***** has asked and authorized us too. Final Consumer Response /* (3000, 7, 2013/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Bob Howard did not show me any leaking part. What they did was point at a metal part they said was the rack and pinion and say "the problem was inside". Well! did they mean the problem was inside Bob Howard or where? Two qualified people heard the same description and concluded diagnosis was false. The third, an auto repair shop, inspected car and even took it for a long drive and came back back with the same report all parts were fine. I have been driving car and Bob Howard was wrong in their diagnosis. Let them put up my repair history for everyone to see that they have acted more like a revolving door for replacing parts. It was when I reasoned there were too many of those repairs in too short a time on car that did not have any history of frequently breaking down that I began to ask for them to show me the malfunctioning part. Even then, they would only point at something. Why have they never produced any of the replaced part to truly show what was wrong with it? This shop should refund me $2000 for parts they have been changing out in my car.They should refund the money because they know they owe me sum. Final Business Response /* (4000, 9, 2013/11/20) */ The customer has only paid $420.57 in the last year which was for an upper right side motor mount and $39.95 for an oil change. The dealership is unaware of where the $2,000 amount came from. The vehicle is a 2003 model with over 169,000 miles and will have repairs that are needed from time to time. The dealership has complied with the customer's wishes to see the broken areas of the vehicle prior to fixing anything and has at times declined the repairs. The dealership cannot go back and show the customer again the parts that were damaged as they've been repaired and returned to the manufacturer.

Customer Review(s)

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Customer Reviews Summary

6 Customer Reviews on Bob Howard Auto Group
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