NHTSA Complaint #10301674 — 2008 HONDA ACCORD

I OWN A 2008 HONDA ACCORD LX-P. ON WED., SEPT. 16, I HIT A PIECE OF CONSTRUCTION DEBRIS IN THE ROAD. THE METAL PUNCTURED THE FRONT DRIVER-SIDE TIRE. WHEN I STOPPED TO INSPECT THE TIRE AND REPLACE IT WITH THE TEMPORARY SPARE, I FOLLOWED THE PROCEDURES FOR USING THE STANDARD-ISSUE JACK THAT CAME WITH THE VEHICLE TO GET THE DAMAGED TIRE OFF THE CAR. THE JACK, HOWEVER, BENT UNDER THE WEIGHT OF THE VEHICLE; THEN IT SLIPPED OUT FROM UNDER THE FRAME, CAUSING DAMAGE TO THE METAL BELOW THE DOOR. THE JACK, WHICH DOES NOT FEATURE A SLOT (MORE OF AN INDENTED PLATE) TO FIT NEATLY AROUND THE REINFORCED PART OF THE FRAME, DID NOT HOLD UP THE CAR. BECAUSE I BELIEVE THE POORLY DESIGNED JACK CONTRIBUTED TO THE DAMAGE, I CONTACTED AMERICAN HONDA CUSTOMER SERVICE AND STARTED A CASE. FOLLOWING THE DIRECTION OF MY CASE MANAGER, DAVID KITCHEN, I VISITED THE BREAKAWAY HONDA, WHERE THE PARTS TECHNICIAN COMMENTED THAT I DID INDEED HAVE A "DEFECTIVE JACK." HE TOOK PICTURES, GAVE ME AN ESTIMATE, THEN COMMUNICATED THIS TO DAVID KITCHEN. THIS WAS ON OCT. 21, 2009. SINCE THEN, I HAVE FALLEN INTO A "BLACK HOLE" WITH AMERICAN HONDA CUSTOMER SERVICE. I HAVE LEFT MANY MESSAGES FOR DAVID KITCHEN, WITH VERY LITTLE RESPONSE OR FEEDBACK. I EVEN SENT A LETTER TO HIROYUKI YAMADA, COO OF CUSTOMER SERVICE, WHICH HE NEVER ACKNOWLEDGED. FINALLY, ON JANUARY 19, 2010, I WAS INFORMED BY MR. KITCHEN THAT MY REQUEST FOR ASSISTANCE TO REPAIR THE VEHICLE WAS REJECTED BY AMERICAN HONDA BECAUSE THE HONDA ENGINEERS "COULD NOT VERIFY THE CONDITIONS UNDER WHICH I USED THE JACK." I SHARED THAT THIS ANSWER WAS UNSATISFACTORY -- THAT I WAS TOLD BY THE PARTS TECHNICIAN THAT I HAD A DEFECTIVE JACK -- AND REQUESTED ANOTHER PERSON WITHIN AMERICAN HONDA TO WHOM I COULD APPEAL. MR. KITCHEN SAID THE DECISION WAS HIS AND THERE WAS NO OPPORTUNITY FOR APPEAL. MR. KITCHEN HAS ALL PHOTOS, ESTIMATES AND CORRESPONDENCE REGARDING THIS CASE. FOUR MONTHS OF WAITING ON A RELATIVELY SIMPLE MATTER IS INEXCUSABLE. *TR