NHTSA Complaint #11634757 — 2017 HONDA HR-V

I am writing this letter out of frustration regarding my HR-V Continuously Variable Transmission failure and dealer response. The week of Thanksgiving, my wife’s HR-V dashboard lit up like a Christmas tree. I brought the car to my mechanic and he said I needed a new transmission. I called the local Honda (Kastor) Dealership in Napa, CA where I expressed my frustration. I asked specifically about any recall issues on the transmissions. The representative advised there were no recalls on my vehicle. The full transcription of my conversation with the Representative is available upon request as is the the Audio file. Subsequent to that call and after I had given direction to my mechanic to replace the transmission, I discovered this Honda Notice online: [XXX] The notice extends the warranty for the CVT for seven years. I called the Kastor dealership back and spoke with Santiago Pizano. Mr. Pizano advised me that if I got the vehicle fixed at the dealership Honda would reimburse me for 50%- 75% of the cost. The catch is I had to get the transmission replaced at the dealership and then ‘Larry’ would authorize the credit. I asked Mr. Pizano two questions. First, why I was not advised of this opportunity when I called on the 25th of November. Mr. Pizano researched my call and advised it was because I asked about recalls on my car’s transmission and I did not ask about credit for a transmission replacement. Apparently, I needed to phrase my question specifically to i) know about the CVT issue and ii) ask for reimbursement for the replacement. I then asked if I could speak with the person who makes the decision as to whether reimbursement is provided to a customer. Mr. Pizano advised that the person’s name is Larry, but I could not get his contact information. The cost of the new transmission was $7,667.77. It is outrageous that I was not advised about the Honda reimbursement or given Larry's contact info. INFORMATION REDACTED PURSUANT TO THE FREEDOM OF INFORMATION ACT (FOIA), 5 U.S.C. 552(B)(6)