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I'm truly outraged, and extremely disappointed in Honda. My daughter called her closest dealership after receiving the notice. The dealership told my daughter it would be illegal to disconnect the airbags. I wrote to Honda's headquarters, and there was no response. So I filed this claim and had it sent by certified mail (smarter already) and an unsigned response from "American Honda Motor Co., Inc" completely disregarded our concerns and simply advised us to reference their manuals for THEIR preferred dispute resolution alternatives. REALLY, HONDA? Your customers have serious and legitimate concerns about safety and you're going to snip about your chosen protocols? That's your response?
I was extremely embarrassed when my customer pointed out this complaint. I have spent several days looking for any corporate rule about only responding to customers through Honda channels and found none. I would like to think that any of my own employees would respond courteously and quickly to any concern or complaint, whatever channel it arrived through.
I suggest that the customer should forward the letter he received to corporate office. I would hazard a guess that the customer service representative who wrote to you is either new or very badly trained; corporate should be made aware of this so that they can correct the employee.
Individual dealers do care about customers' safety. Although the recall is unprecedented and it will take a long time to fix all cars, I urge any customer who is worried about their safety to please contact your local dealer.
Thank you, she did get a rental car from her local Honda and they are storing her Honda Fit until the airbag is fixed as she has nowhere to park two cars. It was a huge worry and I don't understand why Honda responded like they did. They had a potential solution in place, so not telling me about it right away makes the company look bad.
I heard a segment about the airbag recall on NPR a few days ago. NPR talked to someone who has a 2010 Honda Fit. My son has a 2010 Honda Fit so I called him and of course he had not paid any attention to the recall. Like you, I was very worried!
Our Honda service department did not have the part and downplayed my worries and maybe they are right, but this is my son, so I talked to the manager who got him a rental car. The rental car is free from Honda but there is no insurance, our insurance company said we are covered anyway. I am very thankful that NPR talked about this and talked about the rental car because otherwise I wouldn't have known.
Shame on Honda corporate office for treating you like that.
Thank you Jayne: I was so upset by Honda's response that I went to MY local dealership as soon as I got the letter. They confirmed that what my daughter's dealership had said is correct - it is illegal to disconnect the airbags - but they did tell me that they would be able to get her a rental at no charge as long as she paid the insurance. Our auto insurance company confirmed that our policy would cover that. When put on the spot, my daughter's closest dealership did produce a rental. I really don't understand why Honda's corporate office didn't just tell me this. I have been looking at new cars and had almost decided on a CRV but this has put me off Honda.
I agree with the settlements:
3. Upgrade: Or: Provide a rental car or rental car reimbursement until parts become available
As the first approach.
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