ComplaintsforHonda of Covington

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car to this dealership ** my vehicle killed unexpectedly while driving and wouldnt start back up. They told me it tested positive for bad gas and that the fuel pump would have to be replace along with everything the gasoline touched and it was going to be $1400. Once I got it back, after driving it around for less than 2 weeks, it died on me again. I called the dealership to have them collect my vehicle and they wont provide a tow ** they cannot he sure its the same issue as the one they repaired. If it somehow is not the fuel pump they replaced then Honda of Covington mis-diagnosed my repair from the jump.

  

  Business response

  09/12/2023

  To whom it may concern:

  ********************** vehicle was towed to us on June 30, 2023. It was diagnosed on July 3, 2023. ************** determined that the fuel pump had internal corrosion due to water in the tank causing complete fuel pump failure as well as water in the fuel tank. Our recommendations to the customer on July 3rd  were to replace the fuel pump, drop and flush the gas tank, and flush the fuel line and fuel rails.  On July 31, 2023, the customer gave the approval for the already mentioned recommendations.  The customer picked up the vehicle on August 7, 2023, and drove the vehicle for three weeks and three days before emailing us that she had an issue.  We called and told the customer that it is unlikely that the issue is related being that she drove for more than three weeks with no issues.  We encouraged the customer to have the vehicle towed to us so we could perform a new diagnostic. We also told the customer that if for some reason the problem is related to the fuel pump, the repair would be under warranty and we would be able to refund her for the tow, all of which still stands should she have the vehicle brought to us. Please reach out should you have any further questions or concerns. 

  Sincerely, 

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

  Executive Assistant / HR Director 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Honda for my 2016 Honda Pilot that I purchased in mid May 2021. My infotainment system glitches. The screen turns off, the volume on the radio goes up to maximum and I can't use the panel to bring the screen back, turn the power back on, lower the volume to a safe level. The controls on the steering column sometimes can help control it. I called Honda when it started happening and they said it would be about $1,000 to try and replicate the problem but couldn't guarantee they could fix it if they couldn't recreate it. We purchased it as Honda of Covington as a Certified Pre-owned Vehicle.We went to purchase another vehicle recently. While completing the paperwork my husband mentioned the issues with the infotainment panel. The finance manager ************************* told us "OH, that's covered. It took Honda three years to find the problem but it's a ground wire underneath that is the problem. If it's under ******* miles, we will fix it under the warranty. He said it would take 2 hours and he would help us set up the appointment and make sure I got a service technician that he trusted due to having to cut carpet and get into the floorboard. On May 31, I called and he made the appointment for me for June 1 at 9 am. I arrived and he said ***** was coming to help me. ***** said he had my appointment and would take care of it. Two and a half hours later while I waited at the dealership, I got a text about repairs. **** came out and told me the infotainment wasn't covered because the veochle wasnt a 2017 or newer and it would be $1,200 to fix it and I also owed $150 for a "tell us more about what's wrong with your car" fee. I asked to speak to a manager. ************************* came and spoke with me. I told him ****** had texted me that he would see if Corporate would do a good faith repair to the infotainment panel. I left around noon. They didn't make me pay the $150 and ****** said he should know by the end of the day becuae it usually takes about 3 hours. I texted him around 5 to see if he had heard anything and he said no. It is 7:50 pm on June 5th and I still haven't heard anything and ************************* isn't replying to my messages checking on the status of my radio claim.

  

  Business response

  08/03/2023

  To whom it may concern: 

  First, my apologies. I responded to this with the first notice but it must not have saved properly. 

  This vehicle is a 2016 Pilot and is not covered under any warranty extension through Honda.  2017-2020 Pilots used different components in the audio system.  Those vehicles received a warranty extension from American Honda stating that Honda would cover the ***** connectors in the audio system if the vehicle was affected. We have also seen faulty dash and floor harnesses that Honda has participated in covering for customers as well. Unfortunately, this vehicle needs a display/audio unit which is completely unrelated and is not covered by any warranty outside of 3 years or ****** miles.
  
  

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