Honda dealer not taking calls about airbag recall

"JCAlan" (jcalan)
08/02/2015 at 20:51 • Filed to: None

I work at a dealership, always have. I’ve worked in service departments, though that’s not my position currently. According to my resume I once ran a service department, though probably not very well. If anyone has sympathy for the dealer, it’s me.

I currently work at a GM dealer, so I have some experience with massive recall procedures. When the ignition recall came out, we hired on personnel specifically for that purpose. We got dozens of calls per day from genuinely frightened folks concerned that their car might up and kill them. You take that call.

When I got the notice from Honda that my 2001 Civic had an airbag recall, I was hardly surprised. I follow car news, I know the deal. This is only a car that I bought to flip, so I’m not that concerned, but figure it will sell easier if the recall is done, so I dutifully call my local dealer, as instructed in the letter.

“Honda dealership, how may I direct your call?”

Honda service, please.

“Uh, what is the nature of the call?”

I have a recall that I need to get scheduled in.

“Oh, uh...ok. What I have to do in that case is send you to Patsy’s voicemail. Just leave her a message with your concern.”

So I get Patsy’s voicemail, and it states to leave her a message with my information and to “PLEASE REFRAIN FROM LEAVING MULTIPLE MESSAGES.” In other words, she’s telling me upfront that she’s going to ignore my call for so long that I will feel the need to call again. And when I feel that need, because I have realized that nothing is happening, I’m to remember NOT to call and bother Patsy again. Really?!

Now I’m not upset, I’m equipped to deal with this and can keep it all in perspective. But from a PR standpoint this is terrible. My Honda dealer will not even take my call about a deadly airbag recall on my car! If this was a car that my child was driving, or was my wife’s daily commuter, I would at least want to speak to someone who could reassure me that parts are on the way or they’re doing the best they can, or whatever. But THEY WILL NOT EVEN TAKE MY CALL.

Shame on them.

DISCUSSION (9)

LongbowMkII > JCAlan
08/02/2015 at 21:02

Well put. Are there any other dealers in the area?

JCAlan > LongbowMkII
08/02/2015 at 21:11

Next one is at least an hour drive.

mazda616 > JCAlan
08/02/2015 at 21:17

Doesn't surprise me. Recalls are handled amazingly well or amazingly poorly, and there doesn't seem to be much of an in between. :/

Tohru > JCAlan
08/02/2015 at 21:34

But Hondas don’t get recalled because Japanese cars are so much safer and more reliable than American cars. /s

BugEyedBimmer - back in the Saddle Dakota Leather > JCAlan
08/02/2015 at 21:55

Terrible way to deal with a major issue. I would find out how the other dealerships are handling it and see if this is an isolated incident.

Local Miata Bro > JCAlan
08/02/2015 at 22:02

This may just be the case at the honda dealer I work at but we are backlogged 3 weeks for the inflators. Our parts people are struggling to find us more inflators in the meantime.

Tom McParland > JCAlan
08/02/2015 at 22:09

Contact Honda corporate...and tell them about your experience. I had to do something similar with Toyota. Dealer called back the next day.

AMGtech - now with more recalls! > JCAlan
08/02/2015 at 23:15

Well, mister! Do I have a question for you! How would you like to be rich? All you have to do is make sure there is proof of your call to the dealer then wait a week or two. Next just get injured in an airbag deploying accident! Then simply sue the dealer and/or Honda. Game. Set. Match.

OPPOsaurus WRX > AMGtech - now with more recalls!
08/12/2015 at 10:25

lol from the sounds of how other people faired from being ‘injured’ me may not be around to make that hand me some money phone call