Below is an outline of the most horrendous customer service experience that
I have ever been through. I highly recommend anyone with a Honda or considering
to buy a Honda should carefully read through all of this. Each e-mail is outlined
with a little summary afterwards but the communications alone between myself and Honda reps speaks for itself.
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Sent October 4th, 2010
To whom it may concern;
It is very safe to say that Honda Canada is one of the biggest providers of
vehicles across the country. However, as a multi-billion dollar corporation, I
find the treatment that I have received since DAY 1 inexcusable and absolutely
disgusting. I bought a 2008 Accord Coupe from Team Honda Powerhouse in Milton,
Ontario in July of 2008, and the experience right from the start was horrible.
When I bought my 2004 Civic from Number 7 Honda in Woodbridge,
Ontario back in 2004, the sales and service team were very helpful. They
showed me all of the parts of the car, explained the different features, and
saw me off with warm smiles. To my dismay, when my Accord was ready for
pick-up, we were greeted with "here's the keys, your car is through that
door" and we were left to get my car ourselves and drive away without ANY
explanation.
This was the start of a horrible Honda experience. I'm not naive; I know Honda
makes great quality cars, but what I find hard to believe is that no one seems
to think that just ONE car may not live up to the quality standards that Honda
produces. What I have been through over the last 2 years should not happen with
a big company like Honda. I deal mostly with Mississauga Honda as it close to
where I work and convenient for me to pick up and drop off my car, but since
January 2010, the service I have received has been unbearable. I am not blaming
the dealership specifically; in fact I’m very pleased with the people working
there. I’m extremely disappointed in the policies set in place by Honda Canada.
Before I explain the current situation, I would like to list the issues that
have happened with my car;
■the brakes have been replaced twice due to defective products, and machined 2 more times (or so I've been told)
■the emergency brake was replaced, as well as my drivers side lock (again due to defective products)
■the gas tank door still does not work properly (and the solution I was given was to jam a screw driver in the latch to tighten it up to allow the door to open properly)
■the trunk makes a loud noise when being shut
■and the biggest problem of all, my engine, which I will explain in much greater detail below.
In December 2009, I started to hear a horrid noise coming from my engine that I
could not explain (and apparently neither could Honda for the past 10 months).
All throughout last winter it was very difficult to start my car on multiple
occasions. Now, I understand that cold weather affects the start-up of a
car but I never had a problem with my Civic, nor should I have had this problem
with a brand new vehicle. I decided to bring my car in to Mississauga
Honda to find out about this noise, and was told that it was unexplainable and
that "consumption tests" will have to be done to determine what the
noise is. It wasn't until the second visit that I was notified that my air
filter was not on correctly. That means I was driving around ALL winter without
an air filter, allowing all of the dirt and salt from the winter roads to be
sucked directly into my engine. The blame was placed on Pro Oil, as I went
there in November 2009 for an oil change, but I would never know for sure
who’s fault it was. However Mississauga Honda serviced my car two times
consecutively and I was told this on the second time. I personally believe that
this is how the problem with engine started, but I'm not an expert with cars
(and I even had to pay for the air filter!)
For the next 10 months, I went in for test after test, wasting my days off
during the week at the dealership, with each visit ending with "you need
to come back in 1500 kilometres to do another test." My oil was topped off
numerous times this year as my engine was burning it at an extreme rate, and
yet still I had to come in to be told this each and every time. It was also
extremely embarrassing to be driving around in a "new car"
all year with the horrible sounds coming from the engine (and how loud the
engine is even when idling). I was finally given some hope recently when my
"last test" was done on September 13th, 2010. I was told that this would
in fact be the LAST TEST (now a compression test) and that Honda Canada would
have a resolution for me within the next couple of days. Aside from the fact
that it took over TWO WEEKS to get a response, I was told that Honda Canada
requires me to go in AGAIN FOR ANOTHER TEST! This time, the head of my engine
has to be removed, sent off somewhere, and examined!
Because of all of this trouble, my car hasn’t been serviced properly this year
(for example, the tires haven’t been rotated, no alignment has been completed,
and aside from the oil top-ups, no other fluid changes have occurred). The
reason for this is simple; why would I even consider wasting more money on a
vehicle that is so clearly defective. I have had nothing but stress since all
of this began; worrying about my car being fixed or when I have to go in for
another test or when will I finally have a proper resolution! Clearly Honda
Canada doesn’t care about the inconvenience they place on their clients! I even
paid for an extended warranty on my vehicle, and yet I still have to be put
through this unsettling situation.
I will not be coming in for another test. This is truly and utterly disgusting
that, again, a multi-billion dollar company has to waste their clients time for
nearly a year over a $30,000 vehicle. This car is brand new and under warranty,
and the things that have happened in the last 2 years is more than enough
grounds to warrant a replacement vehicle. I put $5,000 down and spend $350 a
month (plus gas and insurance expenses) for a "brand new car" THAT I
HAVE YET TO RECEIVE!
I've tried calling Honda Canada Customer Relations but they don't seem to have
the authority to resolve ANYTHING. I've left voicemails for the gentleman who
is handling my file, and I have yet to have a call-back. Again, this treatment
from a publicly traded company is completely disgraceful.
I expect a resolution immediately, and I expect nothing short of either my
payments that I have made towards this vehicle reimbursed or a new replacement
vehicle (since that is what a so-called “warranty” should entail). I am not
spending another 10 months going through test after test again and especially
not going through another winter with a car that doesn't even start properly
(or hasn’t been serviced properly).
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after i had sent that letter in october, communication was handled primarily over the phone. i was contacted by a rep of honda who was taking over my file. before any thing was done further, she wanted to find out if i had maintained my car properly since i got it and it was determine that i had. she then set up a meeting to meet with the district service manager to which i decided to get the following note prepared to discuss with him in person;
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Friday, December 10th, 2010
2008 Honda Accord Coupe;
Physical Issues
- Fog lights were installed sloppily; scratches where the front
bumper meets the rest of the body; Honda Milton told me this would be noted on
my file for up to 3 years and I would have to give my car in for a day or more
with no rental compensation
- Rear brakes started to make noise less than 1 year after
getting the car; were replaced or machined
- Rear brakes again started to make noise (roughly 1 year
later) and were replaced
- Trunk frequently makes a loud noise when closing
- Gas tank door is frequently difficult to open
- I’ve been told my clutch life is at “50%” which could be the
result of my defective engine
- Engine, on numerous occasions, was difficult to start last
winter, and a few times this year (even after the recent “engine replacement”)
- Air filter in the engine was not on properly through the 5
worst months of the year (November 2009 to March 2010). No ownership of this
problem was taken by Honda, instead I was forced to waste nearly a year of my
life conducting tests on my car
- Engine made horrendous noises throughout last winter and this
year. I was forced to go in numerous times to have oil consumption tests and
compression tests conducted. It was extremely embarrassing driving around in a
brand new car that made these noises
- Engine was to be replaced in October, but it only looks like
certain parts were replaced
Customer Service Issues
I cannot stress enough that I understand that the dealership has procedures to
follow, and I still feel that their customer service is excellent. My problem
lies with these procedures that are outlined by Honda Canada.
- The first day I received my vehicle, my greeting was “Here’s
your keys, your car is through that door”. No explanation or anything. He might
as well have said “Thanks for the $5,000 deposit now get out”
- I’ve been lied to numerous times this year by Honda Canada,
where I would come in for a test, was told it would be the last, and then after
it is completed, was told I’d have to come in again for another test. This
happened numerous times throughout the year
- I had to waste even more of my life arguing with Customer
Relations about paying for my rental car while my engine was being replaced.
What is the point of a full warranty? My car is defective, had to be fixed, and
yet Honda expected me to pay for a rental car? I still don’t understand how
these policies even exist.
- After the final test was done, I was told that I would be
receiving a brand new engine. I guess my definition of “new” clearly differs
from Honda’s as it only appears that certain parts were replaced. To this day,
Honda Canada cannot tell me what was wrong with my vehicle , or that it is
actually “fixed”
- I have put $5000 down and spend $345 on this so called “new”
vehicle for the last 29 months and the compensation for the extreme hassle that
I have been through was an “$800 service credit” from Customer Relations. This
is a joke. That should be an automatic compensation. My car is unsafe to drive
as it has not been serviced properly in over a year. As I stated in my letter
dated October 4th, 2010, I expect nothing less of 1 of 2 resolutions
to occur. The 1st being full reimbursement for all the payments, services,
and down payment I put into this car. I will gladly give the car back at this
point, and we can pretend like this relationship never existed. The 2nd
being a replacement vehicle, which most companies would do if a product of
theirs is defective. As I am a man of my word, I will honor the contract that I
signed 2 years ago for this “new” Accord as long as my car is replaced. At the
end of the contract I expect the buy-back to be what it is for my current
vehicle. Clearly Honda doesn’t want to oblige by the contracts they hand out to
their clients.
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writing this was a waste of my time, because the district service manager didn't even acknowledge it. his attitude right from the beginning of our meeting was defensive and rude. on numerous occasions he even said out loud "your car is fixed now so what else do you want from us?". this is supposed to be the guy that handles serious customer concerns yet i felt his only goal was to get me out of the office as quickly as possible. i felt like i was ambushed by him, the service manager for the dealership, and the head technician as all they kept elaborating on was how my car was recently fixed; not even caring about how long it took and how many things were wrong with it. at one point, i felt like i was being pressed against a wall so i had no choice but to push back. i told all 3 of them that they are leaving me no choice but to make my findings public. the service manager actually said to me, word for word, that it would be "an uphill battle". is this a threat? does my opinion not matter? last time i looked at the charter of rights and freedoms this is my absolute right. another example of honda's lack of care or concern for their clients. at this point however, i did receive a compensation offer; 2 months of payments reimbursed. i thought it was an insult, but i obviously took it since it was evident nothing else would get done. i am not posting all of this for monetary reasons now; my only purpose is to show the public the way honda handles even the most warranted customer complaints.
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after the troubling meeting with the district service manager, i continued to go back and forth over the phone with the rep who was handling my file at honda canada. again, it was very clear that they didn't care and were going to do nothing further to help my situation. at that point i decided to wait for the cheque (2 months payment reimbursement) they had sent me, seeing how that was all i was going to get. i still felt that this was nowhere near right, especially after the meeting i had in december, so i decided to send another e-mail expressing my continued frustration with everything that went wrong with my car, as well as the meeting with the district service manager, (at this point my frustration is clearly evident)
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Wednesday, February 23rd, 2011
To: Honda Canada
Now that I have received the insulting compensation from Honda (2 lease payment reimbursement), I feel compelled to continue with this issue further. I will be blunt; Honda will never receive any business from me again, and I will deter as many people as possible from purchasing a Honda in the future.
Firstly, I had a meeting scheduled in December 2010 with the District Service Manager to try and resolve this, but instead I was ambushed by him, the Service Manager for Mississauga Honda and their Head Technician. At numerous times throughout the conversation, the District Service Manager actually threatened to take away the $800 service credit that was originally offered to me by Honda Canada only because I expressed my frustration at the fact that it seemed like he didn’t even read my previous letters. He kept referring to the idea that “now my engine is fixed so what else do you want?” but had he actually read my previous letters, he would have known about my horrible experiences with Honda since day 1. I was made to feel that what I had to say didn’t matter and the only thing that they cared about was my last servicing (when the engine was finally fixed). The professionalism emitted from this meeting was disgraceful, and instead of actually meeting with me to help the situation, he went on the defensive with no empathy. At one point I disclosed that I would have no choice but to share my findings outside of Honda, and was given the reply that “it would be an uphill battle” and “if that’s your prerogative, so be it.” What kind of service is this? I’m expressing my warranted frustration to people that are supposed to be helping their clients with problems THAT THEY CREATED but instead I’m belittled and treated like a piece of garbage? That being said, I have carefully documented everything with Honda (as per my letters and invoices) and will be passing my findings to any media outlet that is willing to hear the events that have occurred. This so called “uphill battle” that I was told about cannot suppress my fundamental freedom of thought, belief, opinion and expression, including freedom of the press and other media of communication, especially when it comes to factual documentation, not something I’m making up in my head.
I have been nothing but patient through the whole ordeal of testing, and brake replacements, and even when Honda tried to charge me for a rental car while my engine was being fixed, but enough is enough and I will not be pushed around any further. I tried to explain why my engine could have been making the noises it did at the beginning but Honda decided to pass the responsibility to another company without any proof, instead of taking ownership for their own vehicles. The fact of the matter is this; Honda claims that Pro Oil left my air filter off which caused this whole problem when the blame can now only be placed on Honda. My first servicing regarding this issue was in January 2010, but it wasn’t until March that I was told about the air filter. In my eyes (and the eyes of everyone that knows about this) this was Honda’s fault. But instead of owning the situation, you decide that its “necessary” to drag me into a nearly-year long battle when this problem could have been fixed the first time I brought this to Honda’s attention.
Furthermore, the recent compensation I have received was an insult. I reluctantly took it since it was the only thing offered to me, but whoever decided that a two months worth of lease payments was sufficient clearly missed some of the more major concerns that I’ve had with this vehicle. Honda Customer Relations wouldn’t allow me to talk to them, but I am very curious to find out who came up with this offer and how they came up with it. What I have been through with this new car is inexcusable and the compensation offered to me should have greatly surpassed what actually was.
Since I am not holding my breath for anyone to rush to the phone to offer me something else I will finish with one further thought. Honda would be foolish to think that I will be paying for any further charges upon return of my vehicle in July of 2012. If Honda doesn’t feel compelled to honour a contract based upon the delivery of a brand new vehicle, then I don’t believe I should have to as well. I will continue with my lease payments (because I’m not a thief) but I will not be spending another penny on this vehicle when I bring it back. To reiterate, this will be the last vehicle from Honda that I ever own and will do everything in my power to make sure as many people as possible do not make the same mistake that I have.
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anyone who reads this can clearly see that i'm beyond frustrated with everything that's transpired, but i will actually give honda credit here; this was finally escalated to a supervisor! that's where the credit ends however, since i'm writing this, he obviously did nothing for me (except insult me further). i'll post the final e-mails soon. thank you for continuing to read about my honda experience.
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i actually didn't get an immediate response to that last e-mail sent in februrary. i had to send another e-mail in march for this so-called escalation to occur.
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Sent March 29th, 2011
Over one month has passed since I've sent this e-mail and I have yet to receive a reply. How this issue has not been escalated further is beyond me. It's clear that Honda Canada doesn't give a damn about their clients and only cares about receiving payments. Your company and representatives have treated me like a piece of garbage and I will not stand for this. I will do everything in my power to ensure that this great injustice does not go unnoticed or unpunished. If you truly believe that you can push me around the way you have and treat clients like this then you are gravely mistaken.
I expect someone that can actually make an appropriate decision contact me immediately
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finally a supervisor within honda canada tried to contact me. he tried calling me numerous times but due to my work schedule it was hard to make contact. he then sent me this e-mail.
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Received April 7th, 2011
Hello Mr. De Ruvo,
In response to your request to be contacted, as my attempts to contact you have been unsuccessful please accept this as our response.
A review of your file indicates that no current concerns exist with your vehicle that have been reported to a Honda dealership and your file has been closed since your last contact with our office. We have not been made aware of any new circumstances surrounding your vehicle and I would therefore suggest you contact your local Honda dealership should you require further assistance at this time as they would be in the best position to address any servicing needs you may have.
Yours Truly,
Customer Relations Supervisor
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i decided to e-mail him back instead of trying to call. i stated my position on the issue and again gave an overview of the situation since i felt that no one likes to read customer e-mails at honda. i also was never made aware at any time before this e-mail that my file was "closed".
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Sent April 14th, 2011
I've tried contacting you a few times this week and it seems my efforts will be wasted yet again. I appreciate the fact that you attempted to contact me regarding my issue with the car but I feel that this will only result in what has happened in the past already; going back and forth will no tangible solution. I am informing you that my voice will be heard and I will start to publish my findings publicly. Although Honda seems to think that I am in for an “uphill battle”, I am overly confident in my capabilities and am well prepared to justify my circumstances. My position on this issue is firm as I truly believe Honda has done a tremendous injustice to a once loyal customer. In case you haven't reviewed my past e-mails, I will once again reiterate why I feel my situation is warranted. Not even 2 years old, my vehicle has already had the emergency brake replaced, drivers side lock replaced, gas tank door fixed, brakes machined or replaced 3 times, and most importantly of all, the whole engine replaced. Not to mention the careless effort on installing the fog lights. To remind you, Mississauga Honda failed to notify me the first time that my air filter was off and I was driving around like this for 3 months before it was replaced (which I had to pay for). I truly believe this caused the engine defect (although with all of the other problems I've had its hard to say; the car in its entirety may be defective). It took nearly a year of inconvenient testing for Honda to justify replacing the engine, all the while I was paying for a vehicle that was downright embarrassing to drive with all of the noise coming from it. After the first few tests, I was then lied to; being told each test would be the last, only to be notified that I’d have to come in again and again. Finally, Honda had the audacity to even suggest that I would be responsible for paying for a rental vehicle while my car was being fixed. I know that this car is a lease, but the amount of money, time, and effort wasted on it is real. Two months lease reimbursement is not even remotely close to being a fair compensation for all of the troubles that have transpired. If you feel the need to contact me, please feel free to do so. Like in the past, I’ve given, and am willing to give Honda one more time, the benefit of the doubt, that someone will actually attempt to put right this horrible experience.
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i again had to send another e-mail since he didn`t even have the decency to write back
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Sent May 3rd, 2011
It's been over 2 weeks since my last e-mail and I have yet to receive a response. Not only was I ignored by Customer Service Reps from Honda but now a Supervisor is ignoring me? At least have the decency to tell me that no one cares to do anything further for me instead of leaving me in the dark with no information. All you're doing is providing more ammunition for my cause against Honda. I can now add to my long list of sub-par service from Honda that even escalated customer concerns get ignored. Yet another example of Honda's lack of care for their clients.
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now i may be mistaken, but i don't see a clear threat in these 2 e-mails. i only stated that my opinion will be expressed to the public. it's not like i said i was going to the dealership with a baseball bat or something. i guess the supervisor thought differently and sent me this final e-mail.
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Received May 3rd, 2011
Mr. De Ruvo,
As indicated in my email dated April 7, 2011, we have closed your file and no further assistance can be provided to you for your previous concern. To our knowledge there are no existing concerns with your vehicle and nothing has been reported to your dealership regarding any new concerns. We have provided you with a response to your request and our position has not changed.
No response was issued to your email of April 7, 2011 at 5:04 pm, as there was no indication that a response was required. You made reference to several threats to which we are not in a position to respond to. Please be advised that as your file has been closed, there will be no consideration on any previous issues. Please accept this as our final position in this matter.
Yours Truly,
Customer Relations Supervisor
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i bolded this part to make it clear that he actually accused me of making "threats". my final e-mail back to him was firm, and clearly displayed my anger towards his last e-mail to me.
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Sent May 3rd, 2011
Let's get one thing clear; exercising one's fundamental freedom of speech is not a threat. It's a right. However, what your representative said to me regarding the route I am taking with this matter was a threat. Last time I checked, we live in a democratic society, and for your company to tell me that I'm stepping into an "uphill battle" is disgusting. Your lack of professionalism is truly disheartening and the public will hear my voice. I guess insulting clients is another Honda specialty. You'll be hearing about this matter one way or another in the near future. Save your insults for someone who will tolerate them. I will not.
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so that's it. this is my ordeal with honda canada. this is where i am today; a man of my word who will show the world what kind of nonsense i had to put up with. i can't stress enough that i am not doing this for them to try and bribe me with something. i truly feel this is by far the WORST customer service experience i have had with ANY company, and that people have a right to know what they are getting themselves into when providing valid concerns to honda canada. i myself work in a retail environment, and had i put a client through something similar to what they've done to me, i wouldn't have my job today.
thank you for reading through everything. i know it was a lot, but i feel this will educate the public on the customer service, or lack thereof, to expect when purchasing a honda.
sincerely,
daniel de ruvo
