A Routine Repair Visit Turns Complicated
Korissa Morgan expected a simple fix for her 2015 Honda when she brought it to Bell Honda in Phoenix. Instead, she says she ended up in a financial dispute after the dealership pitched her on its buy-back program during that visit.
A Trade-In That Allegedly Never Went Through Properly
According to Morgan, dealership staff encouraged her to use her Honda as a trade-in and told her they would handle the payoff on her existing loan. After signing paperwork on a tablet, she says she left believing the deal was finalized. Weeks later, she says her lender contacted her about missed payments, catching her off guard since she believed the loan had been resolved as part of the trade-in.
Paperwork Discrepancies Raise Questions
When Morgan requested a copy of her contract, she says the dealership was slow to respond. Upon eventually reviewing the paperwork, she says it made no mention of a trade-in at all, and the date on the documents didn’t match her own insurance records for the vehicle.
A Dispute Over Where the Car Actually Was
Morgan says the dealership initially denied ever having possession of her Honda, despite her account that she had handed over the keys and last seen the vehicle parked on the dealership’s lot. She says the car only reappeared at the dealership after local consumer advocates got involved, at which point she received a letter asking her to come retrieve it.
A Broader Trust Problem With Dealerships
The dispute adds to a broader pattern of consumer skepticism toward dealership trade-in practices. A recent CarEdge survey found that a majority of Americans suspect dealerships of not being fully transparent in their dealings with customers, a sentiment Morgan’s experience appears to reinforce.
Left Holding Two Loans
Facing financial strain from the dispute, Morgan says she ultimately gave up the Honda rather than continue fighting to sort out the paperwork, leaving her to recover financially from a situation she never anticipated. Bell Honda and its parent company have not responded to requests for comment on Morgan’s allegations, which remain unverified and disputed.