nizakia

Hi,
I am starting this thread in hope of getting some responses. I am trying to get in touch with Honda Customer service in Canada, specifically in Toronto. I tried to call them but unable to get a face to face meeting appointment. Does anybody has any experience of doing this in the past? please let me know as I am getting tough time from delare whom I bought my 2009 Civic just two months back and not getting right response. The car is having some problems and I wanna get rid of it and want my money back.

thx

FijiBlueFG2

Sell it on the private market, "as is".

Does Canada have a lemon law?

nizakia

This is the last option I may have but in this way I am going to loose money. Strangely Honda canada is not taking any responsibility of this.

This maybe my last Honda automobile for the rest of my life based on response I am getting and this may also mean that Honda Canada starts loosing its business as customer relations performance is propotional to good business.

^Sammy]!.

Here is customer service info:

Customer Service Office (Contact Us)

Head Office - Ontario / Atlantic Region:
P.O. Box 4000
Markham, Ontario
L3R 0N1

Phone: (416) 754-2323
Toll Free: 1-800-387-5399
Fax: 1-866-920-5586
Email: ch_hcfi_natl_cs@ch.honda.com

Western Region:
110-13711 International Place
Richmond, BC
V6V 2Z8

Phone: (604) 278-9250
Toll Free: 1-877-700-3552
Fax: 1-888-206-9008
Email: ch_hcfi_natl_cs@ch.honda.com

Quebec Region:
1750, rue Eiffel
Boucherville, Quebec
J4B 7W1

Phone: (450) 641-9062
Toll Free: 1-800-463-6374
Fax: 1-888-449-6252
Email: hcfi_quebec_branch_cs@ch.honda.com

^Sammy]!.

I would call each of the Honda customer service and imediately ask for a manager

nizakia

Thanks Sammy. I just tried them and their strange response is " I bought this car from dealer so it is between me and dealer. Honda Canada has nothing to do with it" as if I bought this dealer made car and not a honda car and also it allows dealers to play with the customer the way they want it.

This is one of the strange experience.

^Sammy]!.

Here is also the address and number to Honda of Canada Customer Relations

Honda Canada Customer Relations
715 Milner Avenue
Toronto, ON
M1B 2K8
Number: 1-888-9-HONDA-9 (1-888-946-6329)


Call them speak to a manager or supervisor explain your situation and how unhappy you are

Tchleung

Just curious... What problems are you having exactly with the vehicle and what's the dealers reponse as to why they will not address it? I work at a Honda dealer in the East and the response you got from Honda Canada definantly doesn't seem appropriate.

nizakia

The problem is with the brakes. I took it thrice already this car which is only 3 months old with only 1200 kms on it. last time they fixed it and guess what yesterday I took it out and found that it has same issue.

Plus there are bunch of issues which I had with this dealer like changing the VIN before delivery, changing quotations, quoting wrong price of the car and you do not believe it last time when I took my car to dealer I had to argue alot before they agree this is an issue and car eventually failed twice in road test plus they put some scratches on my car bumper and AC condenser, when I took it back it was way dirty from inside and out and I had to wipe the oil from inner of my car. When I talked to the service manager there he refused to accept this.

I called Honda Canada Customer service four times now and all the time they gave me misleading information. Last week when my wife called they told her that we have to call this week to get some face to face meeting appointment and guess what when I called them they said there is no such face to face meeting procedure here and also they mentioned they have no responsibility for this.

I am now left in the middle and found it really difficult to take my car again and again to the dealer whom I do not trust now and specially with my wife expecting this week it is making my life miserable.

If you know any other process using which I can get in touch with any manager or anything who can resolve this issue then plz let me know as I think this car has some manufacturing issue which they cannot resolved but one thing for sure if this is not resolved then this will be my last honda automobile.

nizakia

My wife just called customer service again to talk to the manager but I am not sure where the manager is as he/she is not on his/her chair since this morning. My wife already called them thrice since this morning and all the time they said manager is not available with same story that this is between me and dealer and honda has nothing to do with it.

FijiBlueFG2

If you truly feel there is an issue, get a lawyer.

Even the most stubborn service managers need to answer to the man in the black robe.

nizakia

yeah I am looking into this aspect too.

nizakia

by the way does these Surveys after purchase or services matter to them or all goes to the garbage?

instructor74

It sounds like better then 90% of the problem you are having is with the dealer not the car. Honda didnt make your car dirty inside and out nor did they scratch it. I wouldnt have taken it back to that dealer after the first problem. Find another dealer to look into the problem you are having. Dont blame Honda so much as it sounds like you have a crap dealer. Good luck

Tchleung

As previosuly stated, we have many customers from another dealer nearby that complain about lack of service, their rude behaviour and carelessness, yet we take complete care of them. After reading everything, it does sound like an issue with that specific dealer. Try going to another dealer regarding these problems, let them know you've been to another dealer and explain to them the issues. If the survey you have filled out is an official Honda Canada survey, then yes, it does have an impact on the dealer at hand you are complaining about.

What is wrong with the brakes? Squeeling? Premature wear? Pad "knocking/clicking" noise?

TheMuffinMan

iTrader: (1)

Sounds like a dealer issue. Honda Canada is not going to actively pursue something like scratches in the paint that could have been easily caused by the owner themselves. They deal mostly with warranty related issues. The brakes *might* be something they'd do but you don't list details of the problem. But certainly dirt left in the interior or things of that nature you cannot expect Honda Canada to do. That's a dealer issue.

RePete

Hi There, not sure if this issue is over for you or not, but thought I might offer some advice.

I recommend that you decide clearly whether you are looking at getting out of the vehicle, or looking to get the issues resolved. That may sound basic but it's a key question about who you want to pursue this with. Many manufacturers in Canada defer to CAMVAP - the Canadian Motor Vehicle Arbitration Plan - ( http://www.camvap.ca/ ) they will look at your case and decide whether it has merit and how much you should be re-imbursed for (if anything).

One thing to note, is to not forget what warranty is for - you haven't bought a toaster here... Auto Manufacturer's do not have a 'replacement warranty' - it is a Limited Warranty which means they will fix problems that are a result of manufacturer defect. So they won't cover the scratches - that's up to the dealer, and they usually don't cover wear&tear items (brakes wearing out is normal....noise may not be).

I can tell you categorically that Honda Canada and almost every Honda dealer does care a great deal about the customer surveys. Honda dealers participate in Honda's EXCELL (EXceeding Customer Expectation Levels for Life) program where they try to resolve, track, measure and followup on every customer opportunity for improvement. At minimum, your concerns add to the data that will encourage the dealer to look at things like "what quality control measures do we have in place to ensure there are no scratches on new cars at delivery".

So again, choose your desired outcome - do you want to defeat Honda and the dealer in this case? Or do you want to work together? If the dealer sees the proposition as you're a lost-customer regardless, then what incentive does he have to solve the issue (unless you sue him)? Threats usually don't work (I'm going to the media, etc, etc).

However, writing to the General Manager or dealer a reasonable letter saying "I'm a good customer and I've been wronged here... please help me" usually initiates a good process. It doesn't hurt to cc: Honda Canada Customer Relations either. For Honda Canada's part, they usually don't walk into the dealer with a big stick telling them what to do, but if these kind of issues add up over time, Honda has the authority to pull the franchise.. (or introduce competitors) so dealers do listen to Honda Canada.

Hope this helps,

Best of luck, and Hoping the rest of your ownership experience is great!

RePete