Complaints

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• Initial Complaint

  Date:07/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I paid to have multiple parts on her Honda Civic A/C system replaced. A day after we received the attached letter in the mail. The letter explains that there is a defective seal and if you have paid to have your A/C compressor and or shaft seal repalced then you could be eligible for reimbursement. After we received this I called the dealership with questions. They mentioned that they did in fact warranty the seal. I asked about the A/C compressor. They acted very strange and danced around the fact that our seal was the root casue of all of these expensive repairs. The service manager eventually told me that our shaft seal was defective and leaking. Therefore our refrigerant/lubricant had leaked out of the system thus casuing the A/C compressor to seize. He stated that the dealership could offer us nothing and that we needed to get in touch with American Honda. I have done this. They told me that they would only offer us the cost of the compressor as reimbursement ($898.62). Our total bill was nearly $2,500. I still have not seen a check from them and they refuse to cover any additional cost. This whole experience has been bad. We should not be laible for this entire invoice when the costly repairs are the result of a defective part.

  Business Response

  Date: 07/28/2023

  A  copy of the written response is attached 

   

  ***** *****
  ******* *******
  **** ********* *****
  
  
  To whom it concerns,
  
  I understand the frustration that the customer is having. As
  a Honda franchise dealer, we cannot control what American Honda will warranty.
  We saw the customers vehicle after the AC failure had happened. The warranty
  extension from Honda is for a leaking seal and gasket. The leaking seal and
  gasket could play a part in the AC compressor failure if not addressed. As
  stated previously we have not seen the vehicle in question previously for
  inspection of the AC.
  Shortly after the repairs of the AC on the vehicle Honda
  posted the Warranty Extension for the seal gasket. We referred the customer to
  Honda Customer Relations to apply for any additional good will that they could
  extend. This is solely at the discretion of Honda. We spoke with and provide
  Honda with everything they requested and did everything in our power to help
  the customer.
  Honda decided to cover the Compressor cost of the parts.
  This is not in the Warranty extension and was good will from Honda.
  As a dealer we are bound to the decisions from Honda on
  Warranty decisions and good will on vehicles that are out of the manufacturers
  warranty. As a dealer we sometimes take the brunt of the customers frustration
  if something is not covered outside of the warranty period.
  I do not feel Cape Girardeau Honda mis-lead or gave false
  information to the customer. We worked with them the best of our ability to have good will from Honda. We cannot refund the cost of repairs without
  reimbursement from Honda. I understand the customers frustration, but I fail to
  see what Cape Girardeau Honda could have done differently in this
  situation.  
  
  ***** *****