ComplaintsforClassic Honda

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had called classic Honda In April as my 2007 Honda Civic, with only ******* miles on it, engine block blew. When I called them, they said this was a problem with that year, I had low miles, bring it in it falls under a recall/warranty. I took a day off work to handle this, got the car there only to be told they would not fix it. This was unacceptable after being told they would. American Honda, for the past three weeks, has a long list of issues as well - but that is a new complaint. This car needs fixed.

  Business response

  05/24/2022

  [BBB transcription] 

   

  ******,

   

  ***** did call into Classic Honda for service on his 2007 Honda Civic. Classic does not ever tell a customer their concern is covered under any warranty over the phone. We let customers know we must inspect the vehicle first. All factory warranties or extensions are through American Honda not Classic. The way the process works is a customer brings the vehicle in for service and signs off on a 85.00+tax/ss service fee. We inspect the vehicle to determine the failure. If the repair is covered under warranty than the customer does not pay for the inspection or repairs. If the failure is not covered under warranty than the customer is responsible for the inspection and we provide an estimate for repairs. American Honda did issue a warranty extension for Craigs 2007 Civic in regards to his concern. The warranty extension was good for 10 years from the delivery date unlimited mileage whatever comes first. Craigs vehicle was out of the warranty extension on 8/9/2017. In the interest of customer satisfaction we waived the inspection fee we called American Honda to try get them to help out (they declined) we offered discounts on getting the vehicle repaired we provided the customer with a free loaner car while we inspected the vehicle and contacted American Honda. Please let me know if you need any additional information.

   

  ***************************

  Classic Honda

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Oct 10 2020, first appt , was told that the whole audio system need to be replaced. charged Oct 21 2020, part arrived, waited for hours, told us that the audio was back for a few seconds & was dead again. need to change amplifier. told us batter was low. Charged again. Early Dec 2020, audio was dead in a lighting shows. Dec 2020, drove it back, request to pay diagnosis fee again. We drove back. Later their manager called just before we tried to file a complaint and claims, promised to check for free Spring 2021, took it back,, audio was dead when temperature high. was told the audio system is bad, need another one May 27 2021, part arrived, was told it was fixed, but the audio was dead again even before I left their parking lot and with a temperature setting to below minimum. then was told need to change amplifier Jun 30 2021, amplifier were replaced. Aug 2021, noted audio was dead again. once in a few weeks Nov 2021, this happened more often, probably half time no audio. Nov 17 2021, they can’t repeat the issue, asked me to drove back Nov 18 2021, audio was dead when I was out, called Kevin, he asked me to drove over to let him take a look, I said that I can send him a picture, but can’t drove over just for him to take a look. he then said that I can got a loaner car and left mine for services. But even before I got home , they called my husband to drop the “fob” asap. I called back, they confirmed that they can't check without fob. Agreed to drop it tomorrow. I called Kevin next morning told him we never use fob, still he said they need it. when I was there, told that I need to pay or give back loaner car for further diagnosis. We dropped loaner car back. And noted I forgot left “fob”, they never asked again. Told us that they were working on it. Nov 22, got my car back. No change, audio is still on or off at its own choices. Dec 2, called Kevin, refused to take responsibility, said he need my car there for another week for diagnosis, no promises to fix

  Business response

  12/17/2021

  [[BBB TRANSCRIPTION VIA EMAIL FROM BUSINESS 12/14/2021]]

   

  *******,

   

  *** ***** has had his vehicle in for his audio unit not working. What he failed to mention is the reason why. *** ***** had jump started his vehicle backwards. He crossed the positive and negative leads. On newer vehicles, due to the massive amount of electronic components, this can cause serious issues. I informed *** ***** that we have only replaced known failed parts. Due to his mistake, there could be one or multiple other components that he damaged. We have to fix what we know is bad before we can go on to the next step. In the interest of customer satisfaction I did offer to perform further diagnostic work at no charge. The issue is intermittent which makes diagnosing the issue very difficult. There are several inputs to the audio unit. One or more of them were damaged when *** ***** jumped the vehicle backwards. We must unplug one input at a time and then see if the audio unit still cuts out. Since the problem is intermittent, this takes several days per input. We had the vehicle for about 3 days. We were working our way through the inputs when the customer called and said they needed the vehicle back. As an act of good will and customer service, we did not charge the customer for this visit. I offered the customer to return for free inspection but have not heard back.

   

  In summation, the customer caused the electrical issues by jumping the vehicle backwards. We have only replaced known failed components. There still is at LEAST one if not more issues with the vehicle.

   

  ***** ********

  Classic Honda

  Customer response

  12/19/2021

   I am rejecting this response because:
  
  1. I agree that I caused the audio problem when mistakenly jumping the vehicle backwards in March 2020. That was why I brought the car to Classic Honda last October. When I first came to Classic Honda to fix the problem in last October, I told Classic Honda staff the story. The response stated that I failed to mention that was completely wrong.

  
  Below are from Classic Honda Receipt for my first visit on 10/10/202 (I can provide a copy of the full receipt if needed):
  
  “CUSTOMER STATES HE MIXED UP THE JUMPER CABLES WHEN JUMP STARTING THE CAR AND BLEW THE MAIN FUSE. HE REPLACED THE MAIN FUSE AND NOW EVERYTHING IS WORKING EXCEPT THE SPEAKERS DO NOT WORK AT ALL. CHECK AND ADVISE
  FOUND AUDIO UNIT INTERNALLY FAILING CAUSING NO AUDIO THROUGH SPEAKERS.
  ORDERED REMAIN AUDIO UNIT…….”
  
  “CUSTOMER REQUESTEDS MULTI-POINT INSPECTION
  RETAIL VALUE ($62.5)
  DUE PER CUSTOMERS REQUEST
  PERFORMED MPI INSPECTION NO CHARGE TO CUSTOMER”
  2. We have stopped by Classic Honda many times since last October for this same audio problem. During the first 2 visits, we paid the diagnosis, replacement parts and labor. It worked for a very short period of time and the audio became dead again. Then we brought the car back to be checked by Classic Honda and they found the replacement part was bad. The replacement part was replaced again with no charge since it is still in warranty, but it has not been easy to get the diagnosis fee waived (thanks Classic Honda management for finally waiving the later diagnosis fees). Then new part worked for a short period of time and the audio became dead again. Since the problem was intermittent, if we stopped by Classic Honda but could not demonstrate the issue, they would not take the car. We would have to visit Classic Honda again to demonstrate the problem in order for them to take the car without charging diagnosis fees.
  3. I have left the car with Classic Honda many times. The most recent time we managed to leave the car with Classic Honda for 3 days before Thanksgiving. I needed a car for daily transportation. I cannot leave my car at the dealership forever without a loaner. After Thanksgiving, I called Classic Honda to arrange further diagnosis and asked them to arrange a loaner car. I offered flexible dates as long as a loaner car was available. This was rejected. This happened before I contacted BBB. The response that Classic Honda did not hear back from me is completely against the truth.
  4. After 14+ months and paid for the initial diagnosis, replacement parts and labor, I am exactly where I started, except that I visited Classic Honda numerous times, wasted many hours of time and paid some money. Classic Honda did not solve the problem. I do not think Classic Honda has the willingness and/or competency to fix the problem.

  
  

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