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 Honda, Please Honor Your Goodwill Warranty
Posted Thu July 12, 2007 12:00 pm, by Julie R. written to Honda Motor Co, Inc.
Write a Letter to this Company
On 7/9/2007, we took our 2002 Honda CR-V to a local dealership (Piazza Honda at Drexel Hill) as the air conditioner was not working properly. It was diagnosed as having a faulty compressor and the price to replace it was quoted at $980.00. We did not have the work completed at that time as I wanted to research the problem.
After doing hours of research online, I discovered many things. It appears that a/c compressor issues are widespread on the Honda CR-V. I read story after story of owners who had compressor failures. I also read of owner after owner who contacted Honda of America to complain about this issue. In case after case, Honda extended a "goodwill warranty" to these owners to replace the compressor--many at 100% coverage. (Those who received less coverage had significantly more miles than we did but their model year was the same)
Because my CR-V only has 28202 miles on it, I felt confident that I would be in the group that would have the faulty compressor covered. (We also have our vehicle serviced according to the Honda schedule at a local Honda dealer) I contacted Honda of America on 7/10/2007 and spoke with a very helpful person who took down all of my information. She gave me a case number and told me that someone would be in touch.
On 7/11/2007 my husband took a call from Ms. ***** who told my husband that the compressor would be taken care of and that ***** at Piazza Honda would be expecting our call. We were so very pleased that Honda was living up to our expectations as a company that stood behind its product especially when there was a known problem with one of its models.
On 7/12/2007, my husband contacted ***** at Piazza Honda to set up an appointment to replace the compressor. ***** stated that Honda was only covering 50% of the cost to replace the compressor. My husband explained about the phone call with Ms. ***** but was told again that Honda was covering 50%.
My husband did not make the appointment at that time as he wanted to speak to Ms. ***** again.
Later on in the day on 7/12/2007, Ms. ***** called me at home to "apologize" if there was a misunderstanding and stated that Honda was only going to pay 50% all along. She stated that she was sorry if my husband misunderstood her.
I questioned the policy of only covering 50% for a vehicle that only has 28202 miles on it when I read story after story online of individuals with many more miles than us receiving 100% coverage (and their repair bills were higher as well!!). These individuals stated that Honda covered their compressors as part of a "Goodwill Warranty". Ms. ***** stated that her decision was that 50% would be covered.
I explained to Ms. ***** that we have a 2000 Honda Odyssey along with our CR-V and we planned to be loyal customers as we have never had a problem like this before.
I asked to speak with Ms. *****'s supervisor as I did not feel that I was being heard on this issue. She stated that the supervisors do not speak to the customers. I thought that it was ridiculous for an automobile company to not extend the courtesy of having a supervisor address the customer when requested. It just did not seem like a good business practice.
I would like Honda to cover 100% of the cost to replace the a/c compressor in my CR-V as this is a known problem with this vehicle and we have very low miles on the car.
I would like to continue to purchase Honda automobiles in the future which includes our plans to replace our Odyssey with a new one in about a year. I am hoping that the high standards of customer service that we have come to expect from Honda continue when this case is reviewed.
I appreciate your time and we will delay the service on our CR-V until we receive a response from you. Again, I appreciate your time and attention in this matter.
Sincerely,
Julie
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by Lahna Y. Posted Tue April 22, 2008 @ 4:29 PM
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My 2001 CRV (62,000 mi) is in the shop now with a blown AC compressor.
This is not normal wear and tear... like a timing belt or brakes. This
car was in CO for most of its life where the AC wasn't even used.
There is no mention of how to avoid this problem or what to look for
in any way. Honda has offered me various amounts to get my car fixed,
but when I actually talk to the Honda Dealer the amount is different
(of course, much higher!) each blames the other about what was really
meant. I am very unhappy with Honda at the moment. I have owned 6
Hondas, my sis has one and my parents have two. All our work has been
done at Honda dealerships. Now they want to send me off mad? Bad idea,
bad customer relations. At this moment I will never go to this
dealership again. We have two Hondas they could be making money off
of, but they can't see that one hand washes the other. Amen.
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I agree with the OP that she should have been able to speak with a
supervisor since she did not feel that she was being heard. If I were
in the same situation and believed the part to be faulty from the get
go, I too would keep plugging to get 100% of the costs covered.
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by Venice Posted Fri July 13, 2007 @ 12:03 AM
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I think Julie is disappointed in the 50% discount because they thought
it was going to be covered 100%. Julie's husband was told that "the
compressor would be taken care of" and he took that to mean 100%. I
don't know whether or not he misunderstood what was told to him, or if
someone at Honda had a change of heart, but I think if they were
initially told 50%, they wouldn't be so insistent upon Honda covering
100% of the cost.
Either way, I agree with everyone about taking the discount and having
the air-conditioner fixed.
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by Gino Posted Thu July 12, 2007 @ 10:17 PM
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I like your letter. It's very well thought out and it is truly a good
thing that Honda is doing for it's customers. I think I know why you
feel disappointed because I had a similar experience.
I belong to a few message boards for my car make, and I read a lot of
buzz about an electical harnass being replaced from the company. I
refused to believe the ones who said it wasn't true, that they were
only giving a 15 percent discount. When the part failure happened to
me, I learned that they weren't totally honest on the boards. There
was no recall and no class action suit although I read happy ending
after happy ending. The company was offereing a 15 percent discount on
the part and never offered a full repair at all. I never found any
class action lawsuit materialize.
I really hope you take them up on their offer, it's really a great
deal and shows they DO care about customer satisfaction.
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by donno Posted Thu July 12, 2007 @ 8:14 PM
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It isn't a free bumper to bumper offer. I think you should be
grateful they are paying 50%. The car is several years old. Cars age
both due to time and due to use. While yours has low mileage, it
really is getting yo be an "older" car. Please don't be offended - I
currently drive a 1995, and I consider that to be an "old" car.
I wouldn't look around at what you think others are getting. I would
look at whatever warranty you have/had, and if you no longer have any
coverage, I would jump at the chance to get some $.
I had a 1997 VW that required many expensive repairs that were common
failures for that year. VW didn't do squat for me. That is why I
sold it and will never, ever buy another.
Good luck with your car.
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by Blackrack Posted Thu July 12, 2007 @ 7:18 PM
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Considering the offer was goodwill, I'd advise you to take the 50%
before even that is no longer offered.
Other than that, this is a very well-written letter. If you do get the
full price taken off, let us know.
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by Bill R Posted Thu July 12, 2007 @ 6:28 PM
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Julie,
We have owned 5 Hondas and still like them very much.
Considering the age of the vehicle, like the other posters suggests,I
would take the 50% offer and get the work done.
BillR.
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I think you should take the 50% and run with it. Your very polite,
clear, and straightforward letter notwithstanding, your vehicle's low
miles really don't matter considering it's at least five (possibly
six) years old, given the model year. (You also don't state whether
you were the original owner, which could impact things.) Not that it
wouldn't be cool of them to do something, considering you were
diligent and did some research (kudos to you!), but they don't even
have to give you the 50%.
That's why I think you should take it, and if anything, continue to be
a loyal Honda owner. You can bet that GM and Ford wouldn't be giving
a dime to people the way Honda did for this group of Honda owners.
But great letter. I wish more complaint letters were like yours.
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