My letter to Honda regarding their customer "service"

February 9, 2006

American Honda Motor Company, Inc.
Attn: Mr. Koichi Kondo, President and CEO
1919 Torrance Boulevard
Torrance, California 90501-2746

Dear Mr. Kondo:

I am writing this letter to you to bring my recent experience with American Honda customer service to your attention. Specifically to discuss the attitude and lack of professionalism displayed by your customer service rep Caroline who worked case number Case number removed.


First allow me to backtrack a bit. In August 2005 I purchased a 2006 Honda Ridgeline, it was the first Honda automobile I had ever purchased. I chose the Ridgeline based on its features, styling and in large part based on Honda’s reputation for quality and customer service. I do admit that I absolutely love the Ridgeline (RTL with NAV and MR) despite it having a few “first model year issues” such as wind noise, noisy steering wheel and a faulty CD player. First year issues are not unexpected so I am not upset that I have had a couple of things that needed to be repaired. But, there was one design flaw on the Ridgeline that did bother me from day one: the inability to have the RL unlock all doors when the vehicle is put in park. This feature is common in most vehicles in the US and in fact was added to Ridgelines with a build date of 09/05 and later. The repair cost to replace the fuse block in my RL with an updated part (part number 38200-SJC-A12) to enable that functionality is less than $200.00. From my discussion with many other ridgeline owners online (http://www.ridgelineownersclub.com/forums/) I discovered that Honda was covering this repair for the great majority of people who have requested it. I was therefore surprised when my dealer said that Honda refused to participate in the repair in my case.

After the dealer apologetically told me they could do the install but Honda refused to participate, I decided to contact American Honda myself at their customer service number. I called on February 6, 2006 and was told someone would contact me within 48 hours. Later that day I was left a message from “Caroline” that gave me my case number and her extension (Removed) and was asked to return her call. I left Caroline several messages on 2/7 but she did not return my calls. On 2/8 I left her another message stating that I still trying to reach her. She finally returned my call later that day and started the conversation by saying “I told you I would call you back within 5 days.” Nice way to start! I am not sure how I was able to get both my case number and her extension unless she provided that information when asking me to return her call. She then proceeded to tell me that Honda would not participate in this repair and that in fact Honda had NEVER participated in a repair of this type. When I informed her that I knew that was not the case she changed her story to say that she personally had never authorized said repair. I told her that I understood that, but that I knew Honda HAD and offered to send her proof (invoices etc). She again stated that Honda had never authorized this repair, so again I asked where I could send proof. The angry response I received was “I don’t care WHAT you send me, I have made my decision!” At that point I responded by stating that I would be sure to spread the word about Honda’s “Customer Service” and hung up.

I must say that if Caroline’s attitude is indicative of the level of customer service that Honda strives for, then purchasing a Honda vehicle was a mistake. I knew when I requested that Honda fix the design flaw in my vehicle at their expense there was a chance they would decline. But what I did not expect was arrogance, condescension, rudeness and dishonesty on the part of Honda’s representatives. Caroline made a flawed decision based on incomplete data and then displayed a total lack of professionalism when informed that she was mistaken and that I could provide evidence. Is this truly the manner in which Honda wants to treat their customers? I will tell you that this incident has perhaps already cost you one sale. A friend of mine mentioned last night that he was attempting to decide between purchasing a new Honda or a Toyota. When I told him about how Honda treats their customers he replied that “Hopefully I will never need to call the manufacturer, but if I do obviously Honda will be no help.” He is now leaning towards the Toyota.

Like I said earlier, I love my Ridgeline and prior to having to deal with the total lack of professionalism displayed by your “service” representative I was completely happy with my decision to purchase a Honda. I now wonder how wise that decision was. I sincerely hope that I never have any major issues with this vehicle as I have no confidence that Honda will make any effort to keep their customers satisfied and in fact Honda treats their customers with disdain. In hindsight, perhaps, like my friend, I should have purchased a Toyota.

My question is: Why is Honda so inconsistent in their willingness to participate in this repair? Why are so many people given the fix for the design flaw, yet a few of us are told no? Further, why do your “customer service” reps treat your customers with such animosity? Is Caroline truly the face of American Honda’s attitude toward the people who spend thousands of dollars on their vehicles? I would greatly appreciate Honda reconsidering Caroline’s decision based on the fact that Honda HAS in fact covered this repair for MANY other owners. I would also like an apology for the manner in which your customer service representative handled this matter.

Sincerely,

Personal ID removed

Nicely put and very professional! Keep us posted with their replies please and good luck! :)

Well Done !

Maybe you should have referenced this site in the letter. if they know you have access to an organized group with the purchasing power and influence we have, it may have helped.

Good luck and keep us up to date.

Go Perkolater! Excellent letter, very professional and a reasonable request. No excuse for that sort of treatment from a factory customer service rep.
Stay on them and make us proud!

Great letter. Your conversation is almost identical to the one I had with American Honda Customer Service during November 05' through January 06'.

Now I get a customer satisfaction action study in the mail for the person I spoke with.

CAN"T WAIT until they get that back. I would like to be a fly on the wall when they call him in.

Hope you get some results.

Tom

I just spoke with the Service Manager at the same dealer as Perk, told him I would be requesting it as well. I figure that the best way to get Honda to cover it consistently is for people to complain-enough complaints and they will issue a TSB rather than deal with it on a case-by case basis. In the long run, it would be cheaper for them, and from a customer satisfaction standpoint, it would benefit them far more.
I know Steve didn't have any issue with the dealer, but it's going to take them to put the pressure on Honda. If dealers start telling their reps 'I get a lot of complaints from customers...', Honda will start taking care of it.
I have an appointment w/ the dealer on Thursday, and I will bring it up again.

I just spoke with the Service Manager at the same dealer as Perk, told him I would be requesting it as well. I figure that the best way to get Honda to cover it consistently is for people to complain-enough complaints and they will issue a TSB rather than deal with it on a case-by case basis. In the long run, it would be cheaper for them, and from a customer satisfaction standpoint, it would benefit them far more.
I know Steve didn't have any issue with the dealer, but it's going to take them to put the pressure on Honda. If dealers start telling their reps 'I get a lot of complaints from customers...', Honda will start taking care of it.
I have an appointment w/ the dealer on Thursday, and I will bring it up again.

Hey Scott, just curious, what did he say when you asked about it? Did you let him know that you knew what happened in my case? What was his response?

I do have to say here, that as Scott said, my beef is NOT with Penske Honda. I spoke with several people in their service area and they all went to bat for me. In fact, had the rep from AHM not been so snotty I would not be angry about the situation at all.

I will keep everyone posted on what response (if any) I get from AHM. Personally my bet is that I will never get a response.

Thanks for the comments on the letter, I was afraid it came across as too emotional and unprofessional. Must just be how I feel! ;)

Great job- I hope you get some action- perhaps your professional, level headed approach will help all of us desiring this fix- thanks for the effort- hope it works:)

Obviously, Honda has acknowledged the problem by fixing it in the middle of the model year (Sept 95 builds). The truly ironic thing is that most of us early adopters (pre-September builds) are the ones who made the most money for Honda's senior execs due to what we paid for our Ridgelines (ie sticker). You would think that this would influence their decision.

I would love to know how much they spent to have the new owners manuals rewritten, edited, printed, prepped for mail and shipped. Bet the $15 part would have saved them some hard ca$h plus the respect a lot of us have lost for the way they are handling this situation.

Hey Scott, just curious, what did he say when you asked about it? Did you let him know that you knew what happened in my case? What was his response?

I do have to say here, that as Scott said, my beef is NOT with Penske Honda. I spoke with several people in their service area and they all went to bat for me. In fact, had the rep from AHM not been so snotty I would not be angry about the situation at all.

I will keep everyone posted on what response (if any) I get from AHM. Personally my bet is that I will never get a response.

Thanks for the comments on the letter, I was afraid it came across as too emotional and unprofessional. Must just be how I feel! ;)

My guy (Scott) said that he would check into it, but said it probably won't be covered under warranty. When I explained to him that some people had it covered, he said he would investigate further. I told him that you had asked Ben about it (there are two Bens there), and he said he would talk to him as well, but he wasn't familiar with your case.

Well written Perk..
Speaking from experience of a person in Customer Service in retail for many many years and with Honda, I can honestly tell you that 99% of the reps at Honda are NOT that rude.
There is NO excuse for her behavior and I hope your letter makes them listen. One bad apple can spoil the whole bunch if it's rotten enough.
Nice letter. Keep us posted.:)

Great letter Perkolator. Do you want to ghost write one for me when I finally lose all patience with trying to negoiate with them? :)

There is NO excuse for her behavior and I hope your letter makes them listen. One bad apple can spoil the whole bunch if it's rotten enough.

I am going out on a limb here, against LR. I work in Tech Support, answering calls every day. It is impossible to be cordial to every person you talk to every day in this situation. We go to work when we are not feeling our best emotionally, just like everybody else.

The bad apple will show itself after many repeated offenses.

(JMHOOC)

I am going out on a limb here, against LR. I work in Tech Support, answering calls every day. It is impossible to be cordial to every person you talk to every day in this situation. We go to work when we are not feeling our best emotionally, just like everybody else.

The bad apple will show itself after many repeated offenses.

(JMHOOC)
No limb needed...:)
Maybe I am one in a million..but I learned at the young age of 14 by a terrific Manager at my first job in retail that patience is the main ingredient in a happy customer. I have coupled that with a "kill em' with kindness attitude" and it has served me well. It's hard for me to hear others with such a short fuse in that line of work. After 30 years of retail and customer service, I am proud to say I have yet to go off on a customer. Even when a lady threw half a counter of stuff at me as she walked out of the store because I couldn't refund her money for something she got for free.....I still told her to have a great day. :D
No offense to you Grok.

I have a big 11 posted on my computer, to remind me to go to 11 on the patience scale - it doesn't always work.
I'm getting better all the time though.:)

I'm getting better all the time though.:)
It aint easy...but it has to be done. :)

Hey there. You said you could get a copy of an invoice from someone who had it done already? How would I get a copy of someone's invoice? Can some one email a copy to me? The service manager still has not called me back (5 days later) and I am starting to get pissy about it. If I have something when I go into the service department, they may jump a little quicker.

I think some dealer's are picking up the slack till Honda steps up to the plate on this. :rolleyes: Asked my dealer Dec. 6. Part on order. Batter?

Hey there. You said you could get a copy of an invoice from someone who had it done already? How would I get a copy of someone's invoice? Can some one email a copy to me? The service manager still has not called me back (5 days later) and I am starting to get pissy about it. If I have something when I go into the service department, they may jump a little quicker.

I had someone from here offer to send me a copy. Unfortunately I haven't received it yet, but I am sure they will send it. Anyone else willing to send me a copy? PM me for my email address if so.

Thanks!

As for the comments on the service rep. I agree everyone has bad days, but when dealing with customers you should have better self control.

Just because you know alot about something, either through training or just being interested in the topic, this does not make you a candidate for being a service or technical support representative. Anyone who has taught and been successful at it knows that patience is the number one ingrediant and being condescending is absolutely not part of the job.

my 2 cents:


there are 2 sides to every story, and we are only getting one side of the phone call. It is this persons job to answer questions, and complaints, not to be abused. Once again I am not saying that this is the case, but in my experience you dont get treated like that for no reason... Or maybe someone was having a bad day, etc...

I understand frustrations over a new vehicle that does not perform, but you own 1 of 50,000 Ridgelines, and 1 of the millions of cars honda sells. It is impossible for some customer service person to know every nuance of every vehicle they sell..

Probably an unpopular opinion, but I know I have to deal with customers during the day that I want to tell "lose my phone number" not because I am impatient, etc, but I will not be disrespected, and talked to in certain ways. No job pays enough for that...

Good luck with your issues..

Fair enough Jim, and I can see why you may think that way. Unfortunately there is no way I can prove to you that the conversation happened as I explained it above.

She got frustrated that I didn't simply take NO for an answer and that I contradicted her statement that Honda had never approved this repair. She got angry when she said that SHE had never authorized the repair and I replied that that may be true, but I know Honda has and am willing to provide proof. That was when the "I don't care what you send" response was given.

The best "proof" I can offer you is the tone of my letter, many here said it was professional and I was afraid it was too emotional and unprofessional. Maybe that will give you some insight into my "style".

the letter is good, I was just voicing my opinion, please dont take offense, like i said, i also know the frustration of a new vehicle i like not being 100% correct. Not my RL, but a previous vehicle.



good luck in your pursuits.

Part of my job responsibilities include customer service and the training I received was summarized by the acronym LAST:
Listen to what the customer is saying.
Apologize for the problem regardless of where the actual blame lies, and acknowledge that you understand the issue and that you empathize with them ("I feel your pain").
Solve the problem, whether it's part of your job responsibilities or not. If you can't solve it, hand it to someone who can and verify they have accepted responsibility for it.
Thank the customer for bringing the problem to your attention.
As with many things, it's easy to say you will do it, but often very hard to actually do. Those who are very good at it have a rare and valuable skill. I work for a big tech company and I once worked with a woman who's first job out of school was answering a tech support help line. She had no technical training whatsoever and every problem she fielded had to be handed to someone else (which at times was me), but her communication skills were so good that people calling in were happy they had the problem! She rose from that part-time job to company director in 5 years, including 2 maternity leaves. She's now a senior VP and still one of the nicest people I've ever met.

the letter is good, I was just voicing my opinion, please dont take offense, like i said, i also know the frustration of a new vehicle i like not being 100% correct. Not my RL, but a previous vehicle.



good luck in your pursuits.

No offense taken. Thanks.

As anyone who has ever worked in customer servie can attest, her reply was out of line. It ain't an easy job and most do not last for extended periods of time!:(

Face it,it's a money thing.Honda has big bucks on the line with Ridgeline.If they save $500 by not obliging you and making you look bad,they save many hundreds of thousands of $$$.Things are changing,Honda would never do this in the past.They would also not permit the noise level and water leaks etc. we discuss here.I am not an owner yet but looking closely at the Ridge and the Avalanche 2007.I have been to several dealers asking questions about the Ridge and nobody knows about the problems I read about in this great forum.Why is that?This is not a neg piece. on Honda just a general reality check.

Anyone who has not yet bought the Ridgeline and still has second thoughts because you have read the negative issues in this forum, than you are doing more in your research than most do when purchasing a new vehicle. I joined the forum about a month before I bought my Ridgeline and many of the topics were somewhat scary, but I weighed what the forum was saying and my criteria to make a purchase of a hybrid truck/suv/car and the Ridgeline kept coming out on top. I have had my fair share of the issues like wind noise and creeky steering wheel, but I knew coming in that I could get unlucky and that is the way it happened. I still feel safe putting my children in the back seats and when it comes down to comparing features, the safety features still rank this truck number one.

Compare wisely and buy with your head not your heart.

Face it,it's a money thing.Honda has big bucks on the line with Ridgeline.If they save $500 by not obliging you and making you look bad,they save many hundreds of thousands of $$$.

Huh?!? You are gonna have to explain yourself a little better here Mr. L. How can you say by making Perk look bad, and saving themselves $500, "they save many hundreds of thousands"? If anything, it may COST them hundreds of thousands.

That makes no sense. Maybe, years ago, when people didn't have access to information like they do today, it would make sense for a car manufacturer to ignore the problems of a few people, and save themselves a few bucks. But today, when people can express their frustrations in a format like this, where one bad review can turn away literally hundreds of prospective buyers.....why make a mountain out of a mole hill? Why not make the average customer happy, so they will tell a few people, and those people will tell a few people, and on and on... so their good will or good customer service will bring people in...and not turn them away with a bad reputation?

I mean, yes, like I said, your argument makes perfect sense if every car buyer was living in a vacuum....but makes no sense in the real world.

Update on this issue:

I just received a call from Caroline at AHM. I was away from my desk so she left a voice mail. Long story short, they still decline to cover the update, but she apologized for how she handled the issue.

As far as I am concerned the matter has been resolved. Like I said, I knew going in that there was a chance that Honda would not cover the part and I received the apology I requested.

I can live with that.

Perk -

I wouldn't give up just yet. Have you thought about arbitration through the better business bureau?

http://www.dr.bbb.org/

If my understanding is correct the original owners manual indicated a feature was present that was not. Later Honda did fix the problem, but early owners have not had the part changed out. Sounds like you would have a pretty good case.

Well, in my opinion, it isn't worth going to that much trouble for several reasons:

1. It isn't a safety issue, merely a matter of convenience.

2. The cost isn't that high for me simply to pay for the installation if I really want it compared to how much time it would take to continue fighting with Honda.

3. I really didn't get upset about them not paying for the part, in fact, had the rep not been so rude I probably would have already paid for the repair myself. I only sent the letter in response to her attitude.

4. Honda does have a point in that they added a feature to later builds, they cannot be expected to retrofit every vehicle that they have sold every time that make a feature improvement.



It boils down to this: I got frustrated with the way the message was delivered to me. The message itself was not completely unexpected nor unacceptable. Had the rep been more professional it would have ended there. I have received an apology for the delivery, I am satisfied with that.

As I realized based on a response I received in my other thread on this forum, I have already allowed something this minor to take on far too much importance and allowed it overshadow what truly is a very good vehicle.

At this point, I want to simply go back to enjoying my Ridgeline. It is still a damn fine truck that I very much enjoy driving. Really, what more can I ask for?

All that being said, thanks for the advice but I think it is time to simply move on.

Thanks again.

Bravo, Perk! You're a good man! I think the ability to know what battles to fight and for how long is a true measure of your resolve! I respect you, sir.

EDIT: What happened to your other thread, perkolator? Seems to have been deleted? Can't understand why since it had some real good points about the cd player and what might cause a problem. Isn't that what we're all here to read? I'm again beginning to wonder about this site. Of course, if there's a "non-delete" explanation, then color me red!

God, grant me serenity to accept the things I can not change,
courage to change the things I can,
and wisdom to know the difference.

Bravo, Perk! You're a good man! I think the ability to know what battles to fight and for how long is a true measure of your resolve! I respect you, sir.

EDIT: What happened to your other thread, perkolator? Seems to have been deleted? Can't understand why since it had some real good points about the cd player and what might cause a problem. Isn't that what we're all here to read? I'm again beginning to wonder about this site. Of course, if there's a "non-delete" explanation, then color me red!

I requested that it be deleted because of the title I had given it out of frustration. I didn't want anyone to be discouraged from buying a Ridgeline based on my over reaction. So no need to wonder about this site, in fact I had to request that it be deleted multiple times because the mods felt the discussion on the CD player was worth keeping.

I'll be posting a followup on the CD player issue shortly. (It skipped again this morning, I think it is a moisture issue. More in another thread)

I am glad you have come to a reolution that you are at peace with. Just wanted to give you the option of the BBB in case it had become a matter of principle that you still wanted to fight.

-Coz

I requested that it be deleted because of the title I had given it out of frustration. I didn't want anyone to be discouraged from buying a Ridgeline based on my over reaction. So no need to wonder about this site, in fact I had to request that it be deleted multiple times because the mods felt the discussion on the CD player was worth keeping.

I'll be posting a followup on the CD player issue shortly. (It skipped again this morning, I think it is a moisture issue. More in another thread)


Thanks for the explanation. I understand entirely, not only your initial frustration but also your reason for requesting that the thread be deleted.

I Have been dealing with H.O.A. sense about 79 my wife and I have owned about 17 civic's and we have to say that customer service is the best in the industry

I Have been dealing with H.O.A. sense about 79 my wife and I have owned about 17 civic's and we have to say that customer service is the best in the industry
I just stopped at the dealership the other day to get an oil change in my 16th Honda/Acura vehicle, and have no complaints!

I did run into an Acura dealership in Madison, Wisconsin that refused to do an oil change for me without an appointment! I told the guy that I was driving back to Florida the next day and all he could offer was a 5pm appointment the next day! I politely asked him if he could just squeeze me in (I couldn't see any cars being worked on in their garage at the time!) and he just plain refused to help me! I am still a little burnt about that one. As I walked away he followed me saying "we try to help all our customers, that's why we require appointments" I just kept walking; didn't need to get into an argument with the guy.

Perk, I can undelete the thread and change the title to something else entirely if you like. You can modify your original post in the thread to not be as harsh if you want as well...

Let me know. As I said in my PM I think it should remain but will abide by your decision...

I think we have continued the relevant part of the discussion on the CD Player thread I started on Friday, so I would prefer to leave it deleted.

Thanks for the offer though.

Great letter Scott. Keep after em until its fixed and Caroline is fired.

That is also one of my complaints, but also...what about the driver not being able to control all the windows when the 'window lock' button is activated. The driver can roll his window up and down but has no control over the other windows unless he deactivates the button. I have children, and this is one of my biggest problems.

That's a great letter! I'm about ready to write one myself. I too am getting the run-around with the door-unlock issue. I called Honda Customer Service and talked to Amber. It sounds like she's handling it better than Caroline, but I'm getting the same BS.

Caroline, Amber...

Do they use fake names up there? You know, like strippers do.

I have children, and this is one of my biggest problems.
Don't think Honda can fix this for you!

THIS IS A SAFETY ISSUE! IF I HAVE TO STOP AND I AS THE DRIVER AND BACK SEAT PASSENGERS CANNOT GET OUT OF A LOCKED DOOR UNTILL I GET OUT AND OPEN THE DOOR FROM THE OUTSIDE THEN HONDA SHOULD HAVE A FIX. AM I MISSING SOMETHING? DOES THE CHILD LOCK SWITCH HAVE TO BE IN THE DOWN POSSITION? DO HAVE TO UNLOCK DOORS WHILE IN DRIVE BEFORE I STOP?
As for customer service issue, she should have been nicer as should all people that deal with the public.

That's a great letter! I'm about ready to write one myself. I too am getting the run-around with the door-unlock issue. I called Honda Customer Service and talked to Amber. It sounds like she's handling it better than Caroline, but I'm getting the same BS.

Through all of my discussions with AHM about this issue, I finally was told that it is the District Manager in each region that makes the decision on things of this nature. Unless it involves a serious safety issue AHM generally does not over ride the district managers decision. After finally being told that, I called my dealers service manager and asked him how I could get in touch with the district manager to discuss this. At that point the dealer decided to do the replacement for me at their own cost.

Not sure why the DM said no, but at least the dealer eventually made things right.

Not sure why the DM said no,
I could tell you but I would incriminate myself And THEN who would make the crawfish??. :D

I could tell you but I would incriminate myself And THEN who would make the crawfish??. :D

LOL! GET BACK TO WORK! :)


(Oh and send me an email and tell me! )

Don't think Honda can fix this for you!

I hope that is a joke. Seriously, no one else finds it annoying that the driver cannot control all the windows?

I hope that is a joke. Seriously, no one else finds it annoying that the driver cannot control all the windows?
I do. :mad:

Thank you.

Great Letter.


Here is a telephone number that it's worth it's weight in DIAMONDS.

MICHAEL FENNER, REGIONAL MANAGER SOUTHERN CA.
AMERICAN HONDA CORPORATE HEADQUARTERS, TORRANCE, CA
(800) 999-1009 ext. 118034

All dealers have his name and number but call any of them and try to get his name and number and see what happens?
No dealer would give his name out since they are terrified of your complaints!

He knows the problem and will help.

Nice to know about this forum.:D

felitopaz

This is your first post - who are you? and have the number for corp honda contact. :confused:

Just call me undercover Cuban Pete.

Felito,
How about a number for the east coasters.... I am in NJ and was not given any help either...

thanks,

Sorry guys I only have the CA regional manager's number. You may want to call him and ask.

Good Luck.

Great Letter.


Here is a telephone number that it's worth it's weight in DIAMONDS.

MICHAEL FENNER, REGIONAL MANAGER SOUTHERN CA.
AMERICAN HONDA CORPORATE HEADQUARTERS, TORRANCE, CA
(800) 999-1009 ext. 118034

All dealers have his name and number but call any of them and try to get his name and number and see what happens?
No dealer would give his name out since they are terrified of your complaints!

He knows the problem and will help.

Nice to know about this forum.:D

Well Cuban Pete glad to have you on board

Why am I getting these old posts?:confused:
I click on new post but frequently get these post that have been here for ever.:(

Why am I getting these old posts?:confused:
I click on new post but frequently get these post that have been here for ever.:(
You are not getting post that have been there forever. The threads may be old but if you'll note, the two previous posts were written the same day as your inquiry.

Well Cuban Pete glad to have you on board

If you live in the DFW area, try Vicki Hernandez /American Honda at 800 999 1009 EXT: 118162. I am not sure of her position within Honda, but Michael Fenner had her help me with some issues I had at a DFW area Honda dealer.

I purchased my 2006 Ridgline in Lynn Massachusetts from a Gentleman named Assad. Customer service was excellent (compared to the Toyota dealership down the street that basically wouldn't let me leave). Assad was a bit Ignorant when it came to the accessories offered but a gentleman named Guss stepped right up and and answered all my questions. Great guys, and a great place to buy a car from. Not to mention how easy Honda makes it (though helpful brochures and what not) to pick and choose models and accessories. YOU GUYS ARE GREAT.

February 9, 2006
...
I am writing this letter to you to bring my recent experience with American Honda customer service to your attention. Specifically to discuss the attitude and lack of professionalism displayed by your customer service rep Caroline who worked case number Case number removed.
...


I totally agree with your assessment of Caroline. I am currently dealing with her on an issue with my ’06 Odyssey. The bummer for Honda is that I will most likely not purchase an ’07 Ridgeline as a direct result of Caroline’s handling of our case.

Rob :mad:

Felito,
How about a number for the east coasters.... I am in NJ and was not given any help either...

thanks,
There is a district parts & service manager in Mt. Laurel NJ. His name is Russell Berse and his number is (856) 866-3615 Fax (856) 866-3618. He was very helpful when I had a problem with my 2005 Accord:)

Thats only for Southern California.

California is different. (The California that supplies all the water...and computers) :rolleyes: :D

I totally agree with your assessment of Caroline. I am currently dealing with her on an issue with my ’06 Odyssey. The bummer for Honda is that I will most likely not purchase an ’07 Ridgeline as a direct result of Caroline’s handling of our case.

Rob :mad:

Send them a letter. I got an apology and eventually got the repair made.