ComplaintsforDestination Honda Burnaby
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Complaint Details
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Initial Complaint
16/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I brought my car into the dealership July 31st with some issues involving the manual transmission, and it was decided that my transmission would be replaced under warranty. They said that they were unable to tell me how long the repair would take because my part was on back order. It has now been 1.5 months and they are still unable to tell me when the part is coming in, as it is no longer manufactured and there are delays with COVID. It is possible that they will not be able to find the part. I also contacted Honda Canada and they had no additional details to provide. This week, I also met with their customer loyalty program to explore other options. They suggested a buy back/exchange program but because my car is now missing a part, they are offering significantly less than what my car would be worth if it had the fixed part.Business response
22/09/2021
We can confirm that the parts required to complete the transmission repair have been and continue to be on back-order with Honda Canada. We have escalated the customer's concerns to our partners at Honda Canada. Unfortunately supply-chain difficulties, exasperated by the global pandemic have resulted in the lengthy delays. We work daily to secure a timeframe for completion, but are beholden to the manufacturer. The customer has been placed in a new Honda at no expense as a substitute until their vehicle's repairs can be properly completed. The situation is regrettable, but the repairs will eventually be completed and at no expense to the customer.
Customer response
27/09/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and although the resolution did not meet my satisfaction, I have received a private message stating my part should arrive on OCT 18 2021. Assuming this is correct, that is a reasonable time frame and no further action is necessary.
Sincerely,
****** *******
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.