I bought this Honda CR-V brand new from Luther Honda in St. Cloud MN. I purchased the extended warranty at that time. I always took extremely good care of my vehicle. Every time maintenance was needed, I took it into Luther Honda for whatever was needed. I never took it anywhere else to be worked on. It ran fine until June 27th. I left my house and the engine light came on and it didn't want to accelerate. I called the dealership, they recommended having it towed to them and they would look at it Monday morning. They called me Monday and said the head gasket was leaking and said since the timing chain would need to come off to do the repair I should have that replaced at the same time. They quoted me $5,800 for the head gasket repair and $700 for the timing chain.
I saw online that it was a common problem for head gaskets to go out on the Honda vehicles so I called Honda Customer Service on June 29th and asked for goodwill coverage for the repair. They created a case number for me and the case manager called me the next day. She told me she would email the dealership and request the documentation of the diagnosis and my service records. She said she would make it a priority because my vehicle was at the dealership. She didn't email the dealership, she didn't prioritize my vehicle in fact she ignored my calls and voicemails. I called every day to check on my claim multiple times. I called 15 times before I was told by a customer service person that they were assigning a different case manager to my case.
The new case manager called me yesterday and was extremely rude to me. She claimed that she was the case manager all along and the other woman was not. She told me that she is still reviewing my case and would be going on vacation next week so she wasn't sure she would have an answer for me or not by then. She said that because of the year and mileage of my vehicle if they did offer any coverage it would be small. My CR-V is still sitting at Luther Honda in St. Cloud weeks later. I'm fed up with Honda and will NEVER buy another vehicle from them! I cannot believe that they don't appreciate their customers and will not offer coverage for problems that they are well aware of. I don't know what else to do- if anyone has any suggestions please let me know.
A D V E R T I S E M E N T S
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I bought this Honda CR-V brand new from Luther Honda in St. Cloud MN. I purchased the extended warranty at that time. I always took extremely good care of my vehicle. Every time maintenance was needed, I took it into Luther Honda for whatever was needed. I never took it anywhere else to be worked on. It ran fine until June 27th. I left my house and the engine light came on and it didn't want to accelerate. I called the dealership, they recommended having it towed to them and they would look at it Monday morning. They called me Monday and said the head gasket was leaking and said since the timing chain would need to come off to do the repair I should have that replaced at the same time. They quoted me $5,800 for the head gasket repair and $700 for the timing chain.
I saw online that it was a common problem for head gaskets to go out on the Honda vehicles so I called Honda Customer Service on June 29th and asked for goodwill coverage for the repair. They created a case number for me and the case manager called me the next day. She told me she would email the dealership and request the documentation of the diagnosis and my service records. She said she would make it a priority because my vehicle was at the dealership. She didn't email the dealership, she didn't prioritize my vehicle in fact she ignored my calls and voicemails. I called every day to check on my claim multiple times. I called 15 times before I was told by a customer service person that they were assigning a different case manager to my case.
The new case manager called me yesterday and was extremely rude to me. She claimed that she was the case manager all along and the other woman was not. She told me that she is still reviewing my case and would be going on vacation next week so she wasn't sure she would have an answer for me or not by then. She said that because of the year and mileage of my vehicle if they did offer any coverage it would be small. My CR-V is still sitting at Luther Honda in St. Cloud weeks later. I'm fed up with Honda and will NEVER buy another vehicle from them! I cannot believe that they don't appreciate their customers and will not offer coverage for problems that they are well aware of. I don't know what else to do- if anyone has any suggestions please let me know.
- Melanie S., Rice, US