ComplaintsforBob Howard Motors, Inc.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Me and my wife purchased a car here after I went to the car with my toddler the finance agent asked her to add on several packages to the car. She declined multiple times he said it would only be a $3 difference. She agreed to a $3 difference that later turned out to be $2800 and about $35 difference. We have called multiple times to have Payment adjusted or the amount refunded towards tax title considering we were told bank wouldnt loan anymore but they did I was just lied to to falsely sealed packages to. I have also contacted yall multiple times and yall do not return calls or emails. I had called the next day before paperwork was sent to bank but **** never called then or the many other times. The worse part is I never signed the paper work he had my wife sign. So I can either get refunded or I can take other actions considering I never signed which if he has cameras in his office yall can prove. If not anyone can tell my wifes signature is on both of ours.

  Business response

  02/26/2024

  Do you recall which location, we have several in the *********. 

  Customer response

  03/02/2024

  *** Howard ****** with finance *******************. It could be spelled differently. My wife went in Friday to try to get a resolution and told manager in sales they sent her back to ***** who proceeded to tell my wife we would have had a 19 percent interest rate if he didnt buy down my score so I had to buy the packages or I would have had a higher rate. I told him untrue ****** offered me a 12 before going. I have 3 other loans through tinker I still called the bank to confirm and they said in no way true. Im almost ready to call the bank and tell them to check my signature or the fact my wife and the signature on paperwork are going to match because I never signed which is fraud he allowed. If yall cant refund the package like it was never  there I would like  the loan cancelled. Also my wife tried to call after she called bank they asked who it was she told her name and they hung up which is what has happened since we bought the car. This is all illegal and crazy they are not trying to make right. Also we were not going to trade in at  all due to interest rates being high and my prior 5.9 rate so on phone I was told free lifetime warranty, $490 payment. And ***** for car. so I get there they change the price of trade to I think 21 or 23 I will have to look at my paper work and ***** tried selling me warranty that I was told was free before coming in and a payment a lot higher to find out because of the stuff he told my wife was $2 a month and not even have me sign when it was my time he used the fact we had a baby to scam us and I hope you guys make it right.

  Business response

  03/14/2024

  Full refund on warranty @ Want to Cancel Your Product? | *** Howard Nissan

  Cancel the warranty at *** Howard ******* - Finance Tab - Cancel Warranty. 

  Tinker can inhouse adjust payment once the cancellation on warranty is processed. 

  Warranty signatures only require one purchaser. 

  Interest rates are negotiable through lenders this would change payments pending finance intuition used. Dealer given authorization via credit application to match customer with lenders. Priced disclosed on all legal documents. 

  Explanation of payment and priced signed on with detailed priced included on with details on all paperwork.

   

   

   

   

• Initial Complaint

  11/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  October21,2023 Bought a used car from their ******* dealership. 30 days no title as yet. Price increased due to additional paperwork needing signed. Biggest complaint is my first payment is due on the 5th of December and I have no idea where and to who I am suppose to make the payment to. When contacting the finance all I get is its on my paperwork I signed and no other reply to help solve this issue. After sell care is very poor from the *************** department.

  Business response

  11/28/2023

  Bank will be Santander Consumer USA, we are still waiting on some items from customer to finalize the loan.  Will have Finance Director ********************************* reach out.  Titlework will be mailed once loan is finalized.  

• Initial Complaint

  08/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  No title provided within 30 days resulting in penalty, fees and possibly being pulled over and ticketed.The 2013 Highlander was purchased from *** Howard Toyota on 08/02/2023. The application for ******** Certificate of Title for a Vehicle was completed on the same day. The Temporary Tag was issued on the same day. The dealership on 8/23/2023 sent the title request to the Valid Title holding state in *****. In non-compliance, the dealer issues a second 1-time only 30 day Temporary tag due to failure to provide title within 30 days which is also non-compliant with another statute. I will incur daily compounding in fees and penalty in my home state of ******** for not completing title work on or before 09/01/2023. The 1st and valid temp tag will expire and the title work has remained unchanged in the valid titling ************** as of 08/29/2023. I have sent emails and received nothing in writing back and nothing but non-compliant excuses over the phone when they choose to actually take the call instead of having me leave a message. They do not return the messages. I've suggested in email that these are non-compliant and to have someone walk it into the Texas DMV for titling and overnight to the purchaser.Okla. Admin. Code 765:13-3-3 - Content of the temporary license plate (d) ... The dealer shall record the temporary license plate's unique sequential number on the front of the vehicle's bill of sale in a conspicuous location. A dealer shall not issue more than one unique sequentially numbered temporary license plate for the same vehicle sale.Under the ******** ******************************** Act (the Act), every vehicle owner must have a certificate of title as proof of legal ownership. 1102(3), l 105(B); see ******

  Business response

  09/05/2023

  At time of complaint paper tag had not expired. Title and lien release are coming from ***** and should arrive 9/5/2023-9/6/2023

  We have attempted to reach out to customer with no response from customer

  Customer response

  09/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The response by *** Howard Toyota is a ploy to delay the inevitable resolution. Everyday delayed is their victory. The dealership failed to address the allegations that they are and should have known that a non-compliance with statute Okla. Admin. Code 765:13-3-3 would occur as evidenced by the email to them. For example, re-issuing a invalid 2nd 30-day Temporary tag is a non-compliance. The dealership's response also fails to address not issuing the title within 30 days, which is another statute noncompliance.Their failure to address these issues timely has resulted in the valid Temporary tag expiration, penalties and fees to compound daily to the buyer for not titling due to their failure, and the lost legal proof of ownership and benefit rights. This has harmed the buyer. The dealership cannot defend against these allegations. The voice mail which was left 8/30/2023, 2 days before the 30 day deadline of 09/01/2023 for compliance wouldnt in any way have made the harm to the buyer change. The dealership didnt send or communicate application of title in ***** until day 21 and 22 of the 30-day window. They should have known that would result in a non-compliance with statute and harm to the buyer.

  Evidently the body that regulates *** Howard Toyota for Temporary tags and titling, that is the ********************************* will be interested in these issues, too.
  

  Very respectfully,
  
  *********************

  Business response

  09/05/2023

  We are moving as fast as the two states (that are involved) will allow us to move. I have left another message with **************. if he is concerned about late fees or a citation, *** Howard Toyota will accept those responsibilities.

   

   

  Customer response

  09/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The buyers relief from the ***** caused by *** Howard Toyota shall be inevitably resolved. The buyer doesnt create the deadlines for how the dealership accepts their responsibilities resultant from these willful statute non-compliances. The dealership must cooperate with their regulator, that is the *********************************.

  
  Also, calling the buyer after the statute non-compliances wouldnt have changed the harm that is ongoing as of 09/12/2023. Nor has calling the buyer ever provided relief resulting from these ***** in such a way that is compliant with the statutes. Evidently, the regulator will answer any requests for relief stated in the Buyers complaint and any and all such further relief deemed necessary and just.
  

  Respectfully,

   

   

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

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 29th, 2023 Made a deal at *** Howard ****** for a 2023 ****** Altima. I was told my APR was **** by 2 different salesmen/managers. I was signing my papers when I noticed the APR I was about to sign was ****. I brought this to his attention and he walked out and came back a minute later and immediately printed out a new copy with correct APR. If I had not read what I was signing, they would have snuck a higher rate and I would have been stuck with the higher rate. Very unsavory sales tactics.

  Business response

  09/05/2023

  Concern has been handled at the dealership, we believe the customer is satisfied with the outcome. 

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Saturday July 30th, I took my family's 2018 Honda Civic into to *** Howard Honda for repairs. It turned out that a designated family driver had wrecked the vehicle, and it required body work and mechanical repair. The technician advised I file an insurance claim. I contacted State Farm and started a claim. State Farm sent an adjuster out to review the automobile, and to perform an estimate. State Farm issued a $2,617.32 check for repairs to *** Howard Honda, which was cashed on August 12th. The estimate was significantly less than *** Howard Honda wanted to charge to perform the labor. *** Howard declined to repair the vehicle. I picked up the vehicle to have it repaired at a collision center on September 13th. I informed the tech the day I picked up the vehicle that *** Howard had cashed the check from State Farm in the amount of $2,617.32. He stated he would inform his supervisor the following day. I spoke with the supervisor on September 15th. The supervisor stated that he knew about the issue, and was working with accounting department to get the check. I have since called and spoken with the supervisor over 7 times in the last month. The answer is always the same. He states that he needs to talk to the *** or accounting or a manager, and he will get back to me. The car is now waiting to be repaired, and repair cannot continue until either I get the check, or they return the funds to State Farm with claim number 36-37H7-48M. I spoke with the supervisor in person on October 21st, and informed him that repairs cannot be made until *** Howard has refunded the money. He stated that he will have an answer after his meeting on Monday, October 24th. He never called on October 24th.I currently cannot repair the vehicle because *** Howard Honda has been holding onto a $2,617.32 check since August 12th for repairs they did not want to complete, and now I cannot get the repairs completed until they give back the money.

  Business response

  10/28/2022

  We are refunding the money to State Farm. We apologize this didn't happen sooner, the manager was looking for the deposit in the wrong place, we found it this morning and refunding ASAP. 

  Customer response

  11/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******************

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from the used dealership in feb of 2022. I was given to keyless key fobs for my vehicle in finding out one of my keyless remotes did not work and the other was low on battery I returned to get the one that works battery changed out and the one that doesn't work fixed. Turned out the dealership gave me the wrong key fob and in speaking with one of the sales managers by the last name *******, he clearly stated not sure why I was given the key fob but their is not another one they had on hand. I asked if they would be willing to cover the coast or simple replace my secondary key that did not go to my vehicle, he stated since it is not certified their is nothing he would do. I asked were would it state on my paperwork if it was certified he said it wont because it was sold at ***** miles, even though the sighn out side clearly says certified preowned vehicle. So clearly this dealership has let down not only my self, but who ever elses key less key fob and in my opinion a poor example of management and customer satisfaction and experience. I feel this is a form of false advertising for their preowned vehicle and feel the dealership could at least cover the cost for the replacment that there parts department said they could get within the day cut and programmed to my vehicles vin number.

  Business response

  10/24/2022

  Client has been contacted by the ** in attempt to resolve. 

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 11,2022 my Toyota pirus stopped working stating my hybrid system had a problem. I called *** Howard Toyota and told them the issue. I was told to have the car towed to their service area and have it dropped off. I was assigned a time of 7am on August 12. Triple A towed my Toyota to the service area and took our key to the service desk. I called at **** asking if they had determined the problem. The woman said she would have to email the service department and they would call me. I never received a call. My husband went to the dealer around 215pm and they said they didnt have our car and they couldnt find it. After searching the lot they did find the car but no key. It is 430 pm and they still can not find the key and then called me and said they contacted Triple A and they did not have a record of our car being delivered there. However I talked to Triple A and the driver who said he did deliver the car and handed the key to a service agent-a short man with tattoos. They have been very rude.

  Business response

  08/13/2022

  Car has been found and customer is being taken care of.

  respectfully,

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

  General Manager

• Initial Complaint

  08/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a Vehicle from Bob Howard Toyota last week.When speaking to the Finance manager I was told that they were adding Caltex Resistall package and that it was an unavoidable cost. The exact words were "You would have had other fees, and every vehicle we sell has this fee added."I called Caltex and they said they have no way of knowing if this product was installed, they "take the Dealerships word".The marketed and advertised price of the vehicle is one thing, but the real price is another with this resistall added. It is a fee hidden from consumers until finance paperwork.

  Business response

  08/09/2022

  attached is the invoice where *** Howard Toyota was charged for Resistal application and the customer's resistal warranty. 

  respectfully,

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

  General Manager 

  *** Howard Toyota

  Customer response

  08/10/2022

  I did sign up for this service because you are not given a option to decline. This is a 3rd party product not associated with *** Howard so an option to decline should be offered. 

  
  

  Please look at this warranty agreement for this product, it must be properly and professionally applied. I called Cal-Tex Protective coating after reading this, there office responded with "we take the dealerships word" it was installed. While I trust that *** Howard Toyota installed this product, I'm not sure what I am paying for since the manufacturer of this product  can not even prove it was installed correctly.

  
  

  Please look at the other Highlighted area, the combined cleaning cost *** not exceed $250 for the full term of the warranty. And yet this $250 coverage costs the end user $695. I called Cal-Tex on this as well and I urge you to do so ************* the office responded with "the Dealership determines the cost of the warranty" 

  
  

  This is a scam, you have a product you are required to sign up for, that has no way of being determined if installed, that also is 2.5 times more expensive then the coverage its offered because the dealership determines the price of the service.

  
  

    
  

  
  

  Customer response

  08/11/2022

  You are not given an option to decline this product when purchasing a vehicle. Had an option to decline been available I would have declined. I asked to decline during my time with the finance officer the night of vehicle purchase. I was told its built into the price of the vehicle, and as you can see by the paperwork *** Howard just sent it is a separate line item from the Sale price of the vehicle.

   

  Business response

  08/12/2022

  That is correct, the product is already applied to the vehicle and in turn we must pass the cost to the customer.

  Customer response

  08/15/2022

  
  Complaint: ********
  
  I am rejecting this response because: I understand that a Car dealership has costs associated with detailing a used or new car.

  While it is my opinion that a dealership should understand that detailing a vehicle is a cost of doing business, that is my opinion.

  My issue still has remained that because the company that details the vehicles uses Cal-Tec resistall you are required by ***************************** Toyota to purchase a 3 year warranty that covers very little. As I have also stated that since the price of this warranty is determined by the dealership, and not the company actually warranting the product, the dealership is making an additional profit over the cost of install.   

  That warranty should be an option, and if the dealership wants to pass the costs of the detail on to customers, it should do so through the advertised sale price of the vehicle.

  Going forward I hope that the *** Howard ********** would make the purchase of this warranty an option and explain to customers that it only covers $250 worth of damages. A lot more transparency is needed, as I think most consumers would like to know that the cost of a detail will be passed on to them.     

  I'm willing to work with the dealership, though I'm not sure what that would involve.

  Business response

  08/23/2022

  The $250 is the aggregate amount that can be warrantied for Headlights, Chrome Trim, and brake dust on wheels. The warranty is good for a total of up to the **** value of the vehicle at average trade. That covers the paint and the interior. I have attached the detail of the warranty and starred the location where you can read the legal lingo on the back of you contract. 

  Customer response

  08/24/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  
  

   1) The Warranty says "In NO way will the warranty claim exceed the N.A.D.A. value of the vehicle.

  It does not say "The warranty is good for a total of up to the NADA value of the vehicle at average trade" as you are suggesting. 

  
  

  2) This is a deflection of the issue of no option to decline. 

  
  

  Please look into the warranty you are telling people they have to buy, and please answer the question of why it is not an option to decline.

  
  

  Sincerely,

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

• Initial Complaint

  07/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband and I wanted to replace his Honda for a car that was more fitted for us and our future in having children. Our sales man was wonderful, but by the time we got to the finance department is where all the problems happened. The man in finance was very dismissive and rude. He talked fast and shut me down when I asked a question. He gave us a warranty in our contract without going over the prices, and what each coverage was. He painted it to look like it was through his company when in reality, come to find it wasn't and every time I called the finance department I was dismissed, condescended to because I wasn't with my husband. He ended up charging us 5,000 dollars more than we agreed on originally to our Loan. At first we thought it was our fault for not looking deep enough. Turns out the warranty he sold us that costed us 3,6113 dollars onto our loan was for a third party warranty that would not cover anything it states to cover. We were lied to, cheated, and overall taken advantage of. It wasn't until I called in to check on what our warranty would cover to find that and we were paying for essentially nothing. The dealership was also not the ones to tell me we were cheated out 3,6113 dollars, it was a employee of Subaru Company who was very confused on why this exchange happened and started the process for us to get our refund. My desired Resolution: I want my money back from the dealership that claims to keep an "un-refundable" 1,154 dollars from us. (also something they added to our loan without explaining to us and we came to find out later) I was told by their finance that I could cancel all the warranty's we were scammed into. we came to find out that that wasn't the case either and they had added 1,154 dollars on our loan as a "warranty" they add on all their vehicles therefore making "un-refundable".
  

  Business response

  07/18/2022

  Hello Mrs. **********,

  I need more information to research your complaint. I do not find your name on a purchase at any of our dealerships, we have 10 locations in the *** metro. Please respond with the purchasers information, along with the specific name of the dealership the vehicle was purchased. Also, if you could provide the VIN number of the unit purchased I will look into this asap. 

   

  Thank you

   

   

• Initial Complaint

  02/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Traded in a car and purchased a car. They allowed me to keep some personal items in the car and I could come back to collect them later. I had quite a bit in the vehicle as I did not intend on making a purchase that day. When I came back to the dealership, where I had been assured the items would be safe or set aside, the car salesman took me to the detailing department where they had already detailed the car I traded in. He asked the detailing employee about my belongings and he had no idea where they were. They were no where to be found. I was so upset and demanded to speak to a manager. No one would help me or try to rectify the situation. I called the dealership and a manager finally called me back but he essentially told me there was nothing they could do for me and they have no idea of knowing what was in the car. I asked to be called back with a resolution but no one ever reached out and to this day I never got my things back or heard from another employee. I had a lot of clothes and pricey items in there that I thought would be safe. They did not care about my situation, only that they made a sale and they were done with me.

  Business response

  03/04/2022

  We have resolved directly with the client. We apologize for not handling this right away like we should have. Thank you

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