To ask for ways to blast Honda?

[Staffielove23]

This is a follow up from my previous thread but I’ll give a quick summary of events:

• I brought my car into Honda Edinburgh last Monday following a recall for passenger airbags.
• I waited five hours to be told they needed to order a part (apparently they didn’t anticipate needing this particular part as it’s an issue with my car or something).
• They said they didn’t have a courtesy car and they couldn’t give me my keys back because it’s an MOT fail, and I was left stranded 40 plus miles from my home.
• Phoned Honda customer services to try and get a hire car as advised by Honda Edinburgh, and told no because we didn’t meet the criteria.
• Eight days on and my car is still at the garage because they are still waiting on this part. We were initially told 3-4 days then told it will need a few more days and I am fearful that this will go on and on. We have another car but my husband needs it to get to work so myself and DD who is only two years old are stranded Monday to Friday as we are very rural.

I think they should provide me with a hire car or a courtesy car because it’s at the garage due to a manufacturing recall. Customer service has been at best unhelpful, and at worst quite rude and dismissive. I can’t even get the car towed to another garage as apparently it needs to be Honda who fits the airbag. I have twitted them (no response unsurprisingly) and am thinking of contacting the motoring ombudsman and Watchdog but where else can I turn? Any ideas?

Honda need to recognise that they cannot treat people like this.

Bump

What did it fail on?

They have no right to keep you from driving your car away. Even if its failed for something dangerous.

It’s not failed anything. I took it in due to a recall on the passenger airbags. They removed old airbags but could not fit new ones. Apparently that’s an MOT fail and they aren’t allowed to give my keys back.

Obviously if the police stop you or you get involved in a accident that's on you.

If the car is in the car park I'd get the spare key assuming you have one and take the car

If it's not being mot'ed then surely it not a problem. It doesnt make the car dangerous to drive.

Get the spare key and take the car and return when they have the part/ or take it to another dealer

I was tempted to get it towed to my local garage even though the repair at Honda is free due to it being a manufacturer it recall, whereas I would have to pay at my local garage but I am past caring. However when I mentioned it the women who’s been dealing with my case and she said I cannot take it to another garage because it needs to be fitted by Honda as it’s a Honda part or something.

Motoring press such as Autoexpress, What Car etc have sections for this - also Which? if you are a member (could be worth joining?).
Perhaps the motoring column of a newspaper or two?

Apparently that’s an MOT fail and they aren’t allowed to give my keys back.

They have no such power. My response to that would be “Give me my fucking keys back right now you lying cunt”

Is there no other honda dealer you could take it too?

I’ve asked to do this but they said no and that they can legally withhold my keys from me because it’s not safe. I have tried arguing with them and she threatened to hang up on me. I wasn’t rude or offensive, I was simply disagreeing and questioning. This is some of the worst customer service I’ve ever experienced in my lifetime. I doubt they would deal with me once I’ve taken the car against their wishes. Apparently it needs to be a Honda garage who fits the part because it’s a manufacturing recall. I’m stuck.

Thank you. This is the kind of information I need.

Phone a local mot station and ask them of keys can be with held

If that’s the case it’s theft so maybe I should phone the police? (Non emergency obviously).

Have you spoken to anyone higher up at the dealership? I would either call and ask for the dealer principle or if you can go there demand to see him/her (maybe call before to check he/she are there) and tell them you aren't leaving until you see them.
Those who shout loudest and all that.
When you speak with the dealer principle (they might have an aftersales manager if DP not there) tell them you aren't leaving until they get you transport. You have been patient enough and if a part is on back order the manufacturer has a duty to keep you mobile regardless if your car is in warranty or not.
When you call/speak to them really kick up a fuss (in front of other customers if you can!).
I work in the industry (not Honda) feel free to PM me if you like.

If they have removed the existing airbags I would suspect that the car will currently be in pieces. I doubt they would reassemble it with the airbags missing as they would have to take it apart again to fit them.

It might also be that the engine management system won't let the car start without them.

I would pursue a loan car and raise it on twitter (actually know almost nothing about twitter, but everybody seems to say that what one should do!

Could you repost this in the legal section and see if you get any help there?

I saw your last post and find it disgusting that they can leave you with no transport and with no end in sight, it has certainly put me off using Honda for my next car

Thing is, @Staffielove23, even if you do manage to get it to another garage they may not be able to help.
Three years ago I needed a new heater matrix. To replace it, the dash and airbags had to be removed. The local garage I usually use looked at it for me and diagnosed the problem, but wouldn't do the work as they weren't insured to remove and replace the airbags. I then rang around and got the same answer, so ended up taking it to the not so local dealer. As for the issue of customer service, I'd suggest going as high up the ladder as you can to complain. The least they can do is provide a courtesy car IMO.

Thanks. I will phone back tomorrow and ask to speak to the DP. Can they legally refuse me my keys?

The team at www.honestjohn.co.uk/ deal with motoring problems - go to the ASK HJ tab.

There's absolutely no way you can have this done at another garage. This issue has to be fixed by the dealer. It's not currently roadworthy. So there's no point in taking the keys or the vehicle. It's better off there so they can start the repair ASAP.

I don't know what you're expecting them to do if they don't have the part yet. They can't repair it yet. You're not entitled to a courtesy vehicle so there's no point asking further. You've been told no. No amount of tantrums will change this situation.

You're going to have to hire a vehicle or get taxis. Them's the breaks.

They shouldn't have stripped the car without knowing they had all the correct parts to repair it. Ask them to put the vehicle back to it's condition it came in and you will bring it back when they have all the parts. Tell them you will sign a waiver saying you are aware the car is not fixed and you would not hold them responsible should an accident occur due to the fault. If the car is completely stripped they are unlikely to want to put it back together so that's when you can demand they give you an alternative vehicle to use.

Ask this question on Piston heads - the closest men get to mumsnet, loosely based on liking cars /bikes - I am sure there will be an expert on there.

The OP had a pre booked appointment, due to a recall of a fault. Why hadn't they pre ordered the parts they knew they were going to need? "Nothing they can do" is bollocks, they should absolutely provide a courtesy car - it's Honda who's at fault here not the OP...

They should have given you a courtesy car if the cars in for a recall

www.rac.co.uk/drive/advice/buying-and-selling-guides/car-recalls-what-should-i-do-if-i-get-one/

I didn't think it was the MOT failure aspect that was the problem here. I am under the assumption that if a car should have airbags (not all do) then that car cannot legally be driven without them.