Battison Honda

We purchased a used 2009 Rav4 from Steve Bailey Honda on April 23, 2010. At that time we also purchased an EasyCare service contract for $2350 and Gap coverage for $700. We later canceled both contracts April 23, 2010. At that time we also purchased an EasyCare service contract for $2350 and Gap coverage for $700. We later canceled both contracts on July 3, 2010 (71 days after purchase). The Gap coverage refund was finally processed by our auto loan company on August 24, 2010, almost 2 months after we canceled; much too long in my opinion. I waited patiently for the service contract refund to show on our loan history with our lender, but it never did get processed. I contacted Steve Bailey Honda in late September 2010 to find out why. They said it somehow "didn't get processed". How convenient (for them). It has now (as of Dec. 5, 2010) been more than 2 months since this last paperwork event and still no refund is showing on our loan history. I called the dealership again on the morning of December 2, 2010 and had not received a call back. I filed a BBB complaint at that time. I think this might have gotten some attention. After calling and filing the BBB complaint, I did receive a call back (a few days later). Again we went over the details of the cancellation and I was told it will be handled. Today (Dec. 9) I received a message from them that it will be processed and a check will be sent to our lender. APCO, the warranty provider, confirmed that it was canceled (after *I* had to send them information about the cancellation). They tell me it was canceled at 91% minus a $25 cancel fee or $2,113.50 refund due to me. It should be over, but no . . . Now for the next episode - AGAIN, Steve Bailey is dealing poorly with their customer: Regarding cancellation, the warranty contract says: "After 30 days (after purchase), you will receive a pro rata refund based on the greater of days in force or the miles driven related to the term of the contract, minus $25 cancel fee." The term of the contract is 5 years (1825 days) or 100,000 miles. So, I bought on April 23, canceled on July 3: a total of 71 days in force or 3.89% of 1825. The odometer at purchase was 28,473 and on July 3 it was 29,075 or 602 miles or .602% of the contract limit of 100,000 miles. The greater of these is days in force, so I used up 3.89% of the contract between purchase and cancellation. By the terms of the contract, the refund equals ($2350 x 3.89%) $91.42. Minus the $25 cancel fee and my refund should be $2,235.58. APCO says I will be receiving 91% - $25 or $2,113.50, this is $122 less than I should be receiving! So, not only has Steve Bailey made me wait more than 5 months for my refund, they have cost me an additional $50 in finance charges (since the refund would reduce my loan balance), and they are taking an additional $122.08 more than allowed by the contract. Clearly, this seems to me to be terrible corporate behavior, bordering on misrepresentation, and cynical calculation of how little real customer service to provide while ensuring their position to take as much money to their balance sheet as possible judging the risk of such taking against the victim's desire or ability to pursue alternative means to get the correct contractual calculation. Would anyone go to court to recover $122 or even the $172 taken or cost in extra finance charge? Certainly that seems to be part of their method here. I will say the sales process was fairly comfortable. No real high pressure, so I give credit where it is due - the salesman was nice and accomodating. But once the documents get signed, Steve Bailey turns into a monster of bad customer service. I tend to be a very loyal customer but I will never recommend Steve Bailey to anyone and will be more than happy to recount this sad story to anyone who will listen. Any company that victimizes its own customers must be called out on that and the details of their shady dealings and the taking of proper refund dollars needs to see the light of day. I should not have to wait for 5 months to receive what is rightfully my money. Steve Bailey Honda has been in sole possession of the power and authority to make this refund happen and continually, in spite of my repeated attempts to get closure, they have refused to honor their sales and refund policies. by the way, to any readers, understand the process as APCO has described it to me: In canceling, APCO is merely informed of the cancellation - THE DEALER handles all financial issues, including cutting the check to the buyer or the buyer's lender - SO in fact, Steve Bailey should have cut me a check on July 3 since they knew at that time all the information needed to close the transaction. It was fully their responsibility and it could have been done. This is starting to boil my blood, the more I get raked over the coals . . . :-( More

1. sales manager renigged on a price commitment he made 1. sales manager renigged on a price commitment he made 2. Required me to come back with my husband to fill out paper work. When I returned with m 1. sales manager renigged on a price commitment he made 2. Required me to come back with my husband to fill out paper work. When I returned with my husband, I wasn't needed because I had already filled out all of my part of the paperwork. 3. check for tag, title, and tax that was included in financing was not mailed until I called the dealer. 4. Their computer system was "down" so a check for the tag, title and tax could not be issued when I called and they couldn't tell me when they would be able to issue it. While Shelly the clerk and Mike G. the salesman were friendly enough, they apparently are not trained well. The sales manager was disrespectful when he came into the office to tell me he would not honor the price he had agreed to. He tried to make it seem like my fault. I didn't ask for the price...the salesman offered it to me! The sales manager was very condescending to me. They did not have my first choice of car in stock and were trying to sell me something above what I wanted. When I told them I would not pay more for something I didn't need, they kept trying to sell me on what was in stock instead of offering to get what I really wanted. While I like the car, it doesn't get as good of mpg as the one I was shopping for. Nor is it as economical as the salesman said he thought it would be. He told me what he thought I wanted to hear so he could sell a model they were overstocked on. More