Jose Rocha Jr | Page 26

Manly Honda responded

What day would you like to bring in the vehicle? The reason you did not receive a loaner vehicle on your last visit was at the time they were all out. We should plan on having the vehicle at least 2-3 days and we will be performing extensive road tests if needed. Your transmission is electronically controlled and has no "cable" or "linkage" that shifts the transmission into gear. In the event that the vehicle is in motion and the ECM sees that there is throttle being applied, the wheels are turning, the system is designed to set a DTC or "trouble code" for mismatch data from wheel speed sensors and output / input sensors of the transmission. This same information is processed by the ABS and Vehicle Stability system. This means that if nothing is being set or recorded in all 3 systems, concern duplication is a must so that the event data can be manually recorded and sent to HMA for review. I'm not saying this is the case, but 2 footed driving will also cause a "lack of power" as the throttle is overridden by design and will cut the fuel. This is to prevent an accidental acceleration while attempting to brake. Let me know what day you would like to bring in the truck and I will make sure that there is a loaner vehicle here. All we ask is that you have full coverage insurance with comp and collision and rental coverage. This will be verified by our Rental agent.

Manly Honda responded

No problem, we don't need video footage. It sometimes helps when sending information into Honda Engineering. How is tomorrow at 9:00am? Also when using the remote start, after entering the vehicle, are you pressing the brake and then pushing start/stop button.? This is a required step for the vehicle to operate after remote start has been activated.

KELSEY.OBRIEN311 responded

Hey Zach, This was the desired solution I’d initially requested I made it quite clear we feel unsafe in the vehicle. Regardless if the technician is able to replicate the issue the fact my vehicle is shifting itself into neutral should be taken with SUPREME caution. If this issue causes an accident there will be no choice but for Honda to recognize it, and at that point it becomes a way bigger issue. If I was in your shoes and this happened to my customer just 1 time not the 10+ times this has happened to us including while on the freeway , I would not have sent them home in the vehicle regardless if I could replicate the issue. I’ve bought every new vehicle in my adult life from this dealership and you’re telling me it’d be wise to have it towed in when I’ve already taken it in for inspection and was told there’s nothing wrong with my vehicle.

KELSEY.OBRIEN311 responded

And for the record upon request I was denied a loaner vehicle

KELSEY.OBRIEN311 responded

I have no idea what two footed driving even means or why anyone would drive with two feet? I’ve explained this mostly happens in the morning upon start up specifically when using the remote start function then starting the vehicle. Everyone has their buckles, the doors are shut , I shift the vehicle into drive and attempt to take off and then as we’re going the vehicle shifts into neutral throws some error messages on the screen , typically when in the middle of the roadway. I then have to restart the vehicle fully in order to be allowed to shift into drive without going back into neutral. I would assume the best way to replicate this error is to leave the vehicle sitting overnight , attempt to start it with the remote function shift into drive and see if it shifts itself back into neutral. I’ve thought it could be because I don’t let it get warm enough but it’s happened wether I let it set for 5 minutes or 10 minutes. As far as while on the freeway Ive since tried to shift into neutral myself while the vehicle is moving and it cannot be done in this vehicle so it wasn’t by mistake that I shifted gears. I was luckily by myself but it was the single most scary experience I’ve had inside a motor vehicle As far as why neither of these issues are recorded within the systems in which you’ve mentioned is far beyond my knowledge and expertise as I do not have extensive knowledge with vehicles , maintenance, codes or their computers etc this is why I entrust that part to you guys. I’m aware you will need data to send to your guys up top to really do anything and that’s sort of out of Manly hands and in Honda hands but this issue is kind of sporadic and dangerous. Sometimes it happens multiple times a day sometimes it won’t happen for a week… I don’t know what causes it or how to properly replicate in myself to get video footage as requested. I can bring the vehicle in anytime any day of the week no problem whatsoever , I just would like to be taken care of a bit better. You guys treated me just fine which is how I know its probably a corporate thing but you should want to keep us safe.

KELSEY.OBRIEN311 responded

Yes the vehicle is fully on when it happens It will not shift into drive unless the vehicle has first been started fully by pressing down break and power/start button. Remote start just idles the engine doesn’t even fully turn on the stereo or anything from what I can tell I can be there tomorrow at 9am Thank you for looking further into this and being willing to do more extensive tests to ensure my families safety please note it means a lot because I know we don’t currently have a lot of data to work off of.

JUANCCRUZ12 responded

Thank you so much and same for you and your family .

Manly Honda responded

What is the phone number we have on file and or can you reference the work order from that days service visit. Greatly appreciated. My best, Jose R.

Manly Honda responded

Further details like - What time was the service appointment? - what time did you get checked in? What time did you leave? That's all - we want to learn from our mistakes and do our very best to make this right and earn your respect and trust. And If remember correctly, you and my son share the same awesome name: Gerald. Happy Holidays!

Manly Honda responded

Good morning - thank you for that information - Our service department log - shows the repair order was created at 9:45 am, and the credit card transaction time is 11:41 am. Was there any other situation that added an extra hour? In any case, we took too long and will continue working on improving Manly Honda Service Experiences. Is there anything we can do now to change your dealer and team member rating, hopefully? My best, Jose R.

JAZZYFILLE responded

I don’t know what further details you want.

JAZZYFILLE responded

The appointment was November 18 at 9:30. I left at almost 1pm

JAZZYFILLE responded

I just checked and my appointment was fir 9:20 which is when I got there. So I was there 2 hours and 20 minutes, and I only got the car then because I went to another person to insist that I needed it ASAP