ComplaintsforRoyal Honda

• Initial Complaint

  04/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On march second of 2024, I financed a 2018 **** mustang Ecoboost using the bank Santander, along with a co-sign from my mother. I had not acquired GAP coverage, but I have picked minimum coverage from Royal Honda. My dealer was ***********************************. I was assured that the vehicle had no issues nor previous issues. This enticed me to go ahead with the finance. On march 6th, the cars transmission had went out, not allowing operation beyond second gear. I informed the dealership about said problem, and they told me I was not under warranty. However, once I got it professionally looked at by a transmission expert, he quoted me $7,000 for the parts and labor to replace said transmission. I informed the dealership of this quote, and then they told me that I was in fact under warranty for up to three months. This was two weeks after I first informed them of the issue. They had decided that they would tow the mustang to their partnering transmission shop in Metarie from my city (Boutte). Then after a week of waiting they said that their towing company cant tow it that far, so they asked if I was fine with having it serviced at the shop I originally brought it to. I said yes, and they received a quote from the shop. I had to get in contact with the service manager to finally get things moving, as I felt they had been dragging their feet with the situation. Today, (April 2nd) I have been informed that they finally were able to get it towed to their shop, as the claims department had needed their own trusted quote for my vehicles repair. Now, I am waited for said quote to be made and sent to their claims department and to be updated on what will happen from here. I am worried that they will try to use up the 90 day warranty claiming that more and more stuff had come up, preventing them from having to fix it. I am 19 years old and a hard-working blue collar worker for the grain elevators or southern *********. I can be reached at ************ and will be in touch.

  

  Business response

  04/09/2024

  We are working on getting the warranty companies approval.  We are not dragging our feet.   You purchased a 2018 **** Mustang as -is .   Declined to purchase an extended warranty.   We at Royal Honda have a 3 month ***** mile powertrain warranty that we include on our used vehicles to give our customers piece of mind.  However - Royal Honda is not the warranty company that pays for the repair.  ********************** that we pay for the policy is the one that has to have an inspection done at our dealership and then they decide if the work is approved and how much they are going to pay for.   So at this time we have the approval from the insurance company and they are willing to cover $2500.   So at this point Royal Honda does not repair **** transmissions.  We don't rebuild transmissions either.  So now we have to find  shop to complete the repair and that is why it is taking some time to get this taken care of.  Also The bill for the repair is more than $2500 so we now need to get with ****** on the remaining amount.  

• Initial Complaint

  12/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Was recently noticed that the paint of my white 2019 Honda *** was peeling on the roof and my passenger door. I promptly reached out to my dealer, Royal Honda. I purchased this vehicle from them, and it is my 3rd purchase or lease from Royal. My *** has never been in an accident and has only been serviced at the dealership. In addition I have less than 27k miles on the *** which is 4 years old. Initially I spoke to ******** who was nice but informed me that Honda has not issued an extension on the warranty for my paint and suggested that I call American Honda. Which I did. And the rep told me there was nothing that she could do and when I asked what their process was for determination of warranty extensions for makes and models she could not answer. When I asked to speak to a supervisor she flat out told me no..I followed up with ******** who asked for photos of the pain so that she could review with a regional leader, ******. She then called me back on Monday and asked if I could go to ****************** for an estimate. I promptly went to the estimate for the paint defect. The paint estimate included placing tape on all 4doors, 3 of which were not yet peeling. The paint came right off with the painters tape. ***** from the body shop and I were shocked and he agreed that the paint was clearly flawed. I left hopeful that Honda would do the right thing.Instead, I received a call today from ******** that ****** said that there was nothing that he could do but that ****** suggested that I call American Honda. I reminded ******** that I had and they told me that it was my problem. Now, Im stuck with more damage than before from the estimate process and no trust in Honda. Honda knows that their paint quality is deplorable yet refuses to accept responsibility.

  

  Business response

  12/19/2023

  ******,

  We at Royal Honda are on your side and just like ***** at the body shop said the paint is flawed.  The manufacturer Honda has a paint warranty on the vehicle which is 3 yr or ****** miles.  Whichever comes first.  That is why Royal Honda is trying to get Honda the manufacture rep involved to get some assistance here.  Unfortunately at this time the claim was denied by them.  We are still in the process as I have spoken with you today about getting in contact with Honda again and getting a case opened with them.   At this time we are waiting for you to start that process.  You have the estimate from the collision center and pictures showing that the paint is flawed.  Hopefully Honda will make an exception and cover this issue on your HRV like they have in the past on other models with the same or similar problems with their paint.   I do apologize for the troubles as you are a valued customer to ********************** and we are on your side that the manufacturer should be covering this.  Maybe you should open up a BBB complaint with American Honda since they are they ones that have to make the decision to assist here.  

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