Basney Honda erroneously replaced the MCM module in my Honda Hybrid, cost: $********. The IMA battery needed to be replaced instead.
On Dec. 22, 2011, my Honda Hybrid stalled and subsequently failed to start, with the "check engine" light on. The vehicle number is JMHES95623S014684. Basney Honda serviced the car and recommended replacement of both the 12-volt battery and the MCM module. At that time, I asked about the IMA battery, as I knew this was a common problem in Honda Hybrids. I was told it was the MCM module. Given these assurances, I authorized the repairs.
I paid the $******* invoice ********** on Dec. 28. Three days later, the car required a charge of the new 12-volt battery to start, and at this point "check engine" was on again. Bob Rohrman's Indy Honda replaced the A/C relay and recharged the 12-volt battery (invoice ******, $******). The "check engine" light soon came on again. ************* of Muncie (my son is the principal driver and a student at Ball State Univ.) performed software updates for the MCM module. The service technician warned me that this may not be a permanent fix because he felt that the IMA battery needed to be replaced. The $***** invoice for software updates was **********.
Within a week, "check engine" was on again. The service technician at ************* (**********) said some diagnostic error codes showed the MCM module needed to be replaced. I made him aware that the MCM module had just been replaced. He further discussed the error codes with American Honda and ultimately the IMA battery was replaced.
My complaint is that Basney Honda made an incorrect diagnosis, resulting in my paying for an expensive and unnecessary repair. I discussed this several times with American Honda, thinking that an error code manual might have misled the repair technicians and that American Honda would assume responsibility. But American Honda's statement was that the error codes need to be properly interpreted by service personnel-lack of proper training or diligence in their work efforts can result in an incorrect diagnosis. These conversations made it clear that American Honda was accepting no responsibility for the misdiagnosis. My calls (************) to American Honda should be documented in case #*******************
The Muncie service technician (**********) told me that likely Basney's MCM repair was not the needed repair and that I should bring all the repair information to the Basney service manager for discussion. He also said he was willing to discuss his repair work with the Basney service manager. I brought all invoices detailing the repair history to the Basney service manager (**********) in March 2012. Mr. ***** stated he would review and call me. I never received a return phone call from him.
After two weeks I called Mr.******. He suggested that they didn't diagnose the A/C relay issue and offered to pay the $238.37 bill. I responded he had misunderstood my position and that I sought reimbursement for the unnecessary MCM replacement. I asked that Mr. ***** call Mike Raatz, Victory Honda, to discuss why this was likely an unnecessary repair. He said that he would. However, I spoke to Mr. Raatz later and was told that Mr. ***** had not called him.
I have called Mr. ***** many times over the past seven months. One month ago (September 2012) he stated his position that his shop did what the errors codes indicated and that perhaps both the MCM module and the IMA battery needed to be replaced. He wanted me to call American Honda again about the situation. I did. They restated their position and told me to talk directly with the District Manager about the situation, and, in the event things were not resolved, consider filing a claim with the Better Business Bureau or pursue legal action.
Immediately after this conversation I called Mr. ***** again and requested the name and phone number of the District Manager. He said he could not give me this phone number, but would have the District Manager call me. This was two weeks ago and to date I have not received a phone call.
I have incurred out of pocket costs totaling $******* to repair my car relating to this problem. I am requesting a refund of the $******* that I paid to Basney Honda on Dec 28, 2011 based on the fact that this was an unnecessary expense resulting directly from their misdiagnosis of the problem.
Business' Initial Response
Contact Name and Title: **********/SERVICE MANAGE
Contact Phone: ************
Contact Email: ****@BASNEYHONDA.COM
REPAIRS COMPLETED ON VEHICLE PERFORMED PER HONDA SERVICE MANUAL GUILD LINES TO REPAIR VEHICLE,REPAIRS COMPLETED BY ASE CERTIFIED MASTER TECH ID#**************/HONDA MASTER TECH,DID CONTACT HONDA FOR ASSISTANCE AND IT WAS DENIED VEHICLE IS OUT OF WARRANTY.
WE FEEL WE DON'T OWE CUSTOMER,AND REPAIRS WERE DONE CORRECTLY PER HONDA
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Basney Honda does not address the major issue raised in my complaint: the replacement of the MCM module was due to an incorrect diagnosis.
My basis for this claim is:
1. First and foremost, the costly replacement of the MCM module did not fix the problem with the car.
2. Secondly, the same error code that Basney said specified the required repair was still present after the replacement of the MCM module.
Basney Honda's response is simply that the repair was "done by the book". My claim documented that I asked American Honda about this statement. I was told by American Honda that Basney Honda's statement is not valid. Error codes need to be properly interpreted. This statement by American Honda has been summarily ignored in the response from Basney Honda. The fact that another Honda repair shop properly diagnosed the problem is further support of my claim that Basney Honda made an incorrect interpretation of the error code.
My view is that Basney Honda has fallen short of their responsibility to me. At their request, I supplied all documentation and then reviewed the situation several times with American Honda. Yet, when given American Honda's response, which I felt further established that they were at fault, Basney Honda has chosen not to communicate with me.
Further, when American Honda suggested I talk with Basney Honda's regional service manager about the situation, Basney Honda said that they would put me in contact but did not follow through on this.
There is one other additional point pertinent to my complaint. At the time of my initial inquiry with Basney Honda, the service manager misunderstood my complaint and was willing to compensate me for repair of the A/C relay ($******). Hence he was initially willing to admit that they might be responsible for the failure to diagnose the problem correctly. It appears that once he realized my claim was for the expensive MCM module ($*******), he changed his mind and made the decision to continue to make statements that he would check the documentation, call the other dealership, provide the name of the regional manager and numerous other claims. Never did he return calls nor follow through on any of his promises. This has been an extraordinarily frustrating experience from a company that promises top customer service.
Business' Final Response
Contact Name and Title: **********-SERVICE MANAGER
1.FIRST THIS WAS NOT A MISDIAGNOSIS,DIAGNOSIS WAS DONE CORRECTLY AND BY A QUALIFIED TECH AND THERE WAS NO MISINTERPRETATION OF THE ERROR CODES,WE REPAIRED THE PROBLEM THAT WAS PRESENT AT THAT TIME.AS STATED IN THE PAPER WORK FROM THE OTHER HONDA DEALERSHIP THERE WAS MULTIPLE CODES STORED IN SYSTEM.WHICH MEANS THAT THERE COULD OF BEEN MULTIPLE PROBLEMS AND THEY WERE NOT PRESENT AT THE TIME OF OUR REPAIRS.WE ARE SORRY FOR MR ******* FRUSTRATION BUT WE FEEL WE DID NOTHING WRONG.
AGAIN WE FEEL WE DON'T OWE THE CUSTOMER ANYTHING IN RETURN FOR REPAIRS DONE AT BASNEY HONDA