Honda given a bad image by St. Kitts dealership management and owner

June or July 2007

Purchased Honda CR-V from Honda Dealership

Chasis/VIN #: JHLRE48507c205654

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Approx. 3 months after purchase

Checked Vehicle In to Honda Dealership

Ceiling lights that indicate doors open, remain on when all doors are closed

I was told by the dealership that the diagnostic tool did not detect a problem. The General Manager of the Dealership told me that they don’t know what is causing the problem but they are unable to fix it. The only solution recommended was to switch the Auto mode permanently to Off so that the lights would not switch and remain on.

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22/5/2011

Checked Vehicle In to Honda Dealership for Repairs

Complaint: While accelerating, a sudden noise started; sounded like a fan flapping

I had driven the vehicle from Nevis onto the Sea Bridge, got off at Major’s Bay and drove the vehicle to Mattingley. Left Mattingley later in the day to get the Sea Bridge back to Nevis. As I passed OOJJ’s 24-hour gas station heading East, I accelerated and then heard a sudden noise begin, sounding like a fan flapping. I drove up to the roundabout behind Caribbean Cinemas, pulled on to the shoulder and waited there for road-side assistance. It was a Sunday so I had to wait a while.

A nearby mechanic stopped by to offer assistance and advised me that I had good oil level in my jeep. I coordinated with Honda and took the jeep to their garage, collected a rental from the same Dealership, which is also the agency for Hertz Car Rental and made my way back to Nevis.

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Sometime during the week of 23rd of May

Update from Honda Dealership

Lester Hanley, the General Manager of the Dealership notified me by telephone that the oil pressure in the engine was good but they still suspected some damage in the engine. He was unable to provide any specific description of the damage.

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Sometime during the week of 23rd of May

Update from Honda Dealership

Lester Hanley, the General Manager of the Dealership notified me by telephone that the in-house Honda technician discovered metal shavings in the oil waste pan and decided to dismantle additional parts of the engine to search for the cause.

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Sometime during June

Update from Honda Dealership

Lester Hanley, the General Manager of the Dealership notified me by telephone that a trainer from Honda Miami was in St. Kitts and that he looked at my vehicle’s engine and said to them that he saw what appeared to be a manufacturer's defect. Mr. Hanley further informed me that he took photographs of the engine and sent them to Honda Miami for a 'goodwill claim'. Mr. Hanley refused to show me the photographs and refused to tell me what parts he was seeking to replace via the ‘goodwill claim’. I was told that a ‘goodwill claim’ was equivalent to a warranty claim outside of the warranty period. The visiting technician apparently advised him to file the claim since he thought whatever he had saw, was in his mind a manufacturer defect. Mr. Hanley also asked me to provide my contact details because he said Honda wanted to contact me (to date I have not received any such communication from Honda).

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Sometime in July 2011

Update from Honda Dealership

Lester Hanley, the General Manager of the Dealership notified me by telephone that he was going to Miami on Honda business and that he would inquire as to the status of the ‘goodwill claim’ as he had not received any word on the claim.

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First week of August 2011

Update from Honda Dealership

Lester Hanley, the General Manager of the Dealership notified me by telephone that the ‘goodwill claim’ was honoured. He then explained to me that the fault was a valve seat from within the cylinder head. He stated that Honda agreed to replace the entire cylinder head.

A few days later, Lester Hanley, the General Manager of the Dealership notified me by telephone that the Dealership had received the replacement parts and would begin installation on Monday, August 8th.

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During the second week of August 2011

One day to my surprise, while standing outside of my workplace, a mechanic I knew drove close by to where I was standing and told me that someone from the St. Kitts Honda Dealership St. Kitts told him they were interested in purchasing an engine for a CR-V and asked whether he had any available maybe from a wrecked vehicle. The mechanic said he understood it to have been for my CR-V but in the end there was no second-hand purchase. This was odd to me because at no point did anyone from the St. Kitts Honda Dealership discuss with me that they were pursuing that option especially when I was being told that they had filed a ‘goodwill claim’ with Honda.

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August 11, 2011

Visit to Honda Dealership seeking an update on the repairs to my CR-V

I visited the dealership and sat with General Manager Lester Hanley to get an update on the repairs to my vehicle, which had been in the Dealership’s possession for 2 months and 20 days. 

Mr. Hanley told me that the parts were on island (which he had told me on August 5th – some six days prior) but that his in-house Honda technician needed a special "tool" before he could install the party (although he told me on August 5th that installation would begin on August 8th).

Hanley took me to a room and showed me two sealed boxes with Honda branding and told me that they contained the parts for my CR-V. Hanley also took me to see my CR-V and I noticed it was on a lift and the engine or most of the engine was on a pallet on the ground. He pointed out to me the parts that would be replaced.

Hanley also told me that I would receive a two-week rental charge for the rental vehicle that I had been driving for the last 2 months and 20 days.

By this time I could not help but notice that certain things that the General Manager Lester Hanley had told me were either untrue or he had forgotten that he told me one date when in fact he gave me a different story on this particular visit to his office.

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August 19, 2011

Sought update on my CR-V

I sent a text message while in Florida to Lester Hanley providing him with my US number and asked him for an update on the repairs to my CR-V. 

His reply was, "Coming along as planned. We are still awaiting the delivery of a special tool from Honda. This tool is on back order. We are hopeful that it would be in late next week (Fri. August 26th). Will keep you posted."

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August 26, 2011

Sought update on my CR-V

I sent a text message while in Florida to Lester Hanley from my US number and asked him for an update on the repairs to my CR-V. I received no reply. and telephoned the Dealership’s landline number. I was told by Juslin Daniel of the Dealership, “no update available and Mr. Hanley is not in.”

My vehicle had at this point been in the possession of the dealership for 3 months and 3 days.

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August 31, 2011

Sought update on my CR-V

I sent a text message while in Florida to Lester Hanley from my US number and asked him for an update on the repairs to my CR-V. I received no reply.

I started to feel as though Mr. Hanley was deliberately avoiding me so I telephoned the Dealership’s landline number. I was told by Juslin Daniel of the Dealership, “I would prefer if Mr. Hanley would give you an update but unfortunately he is not in.”

My vehicle had at this point been in the possession of the dealership for 3 months and 8 days.

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September 6, 2011

Sought update on my CR-V

I sent a text message while in Florida to Lester Hanley from my US number and asked him for an update on the repairs to my CR-V. I received no reply.

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September 7, 2011

Sought update on my CR-V

I sent a text message while in Florida to Lester Hanley from my US number and asked him for an update on the repairs to my CR-V. I received no reply.

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September 20, 2011

Sought update on my CR-V

I sent a text message while in Florida to Lester Hanley from my US number and asked him for an update on the repairs to my CR-V.

Finally, after trying unsuccessfully for 32 days to reach Mr. Hanley, he replied, “Charlie, I am in receipt of shipping information for the tools from Honda’s supplier. Should have then by the end of the week (making that the 23rd September) and the vehicle delivered back to you next weekend (making that the 30th September) or sooner.”

I’m disappointed that Mr. Hanley did not see it fit that he owed me an apology for failing to reply to my queries for the past 32 days.

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September 27, 2011

Update from Honda Dealer

Lester Hanley, the General Manager of the Dealership notified me by text message, “Charlie, repairs [to my CR-V] commenced on 26/9/11 and we are projecting a completion date of 30/9/11. Testing will be done on 1/10/11 and delivery to you on 3/10/11.”

By this time, my vehicle was in the Dealership’s possession for 4 months and 5 days.

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October 10, 2011

Update from Honda Dealer

CR-V checked out of Honda, presented back to me

Lester Hanley, the General Manager of the Dealership notified me by telephone that my CR-V was ready for pick-up. I topped up the gas in my rental vehicle and proceeded to the Dealership to hand over the rental and to collect my CR-V.

Mr. Hanley presented me with an invoice (#7837) amounting to EC$13,390.79 (approximately US$5,000). At first glance, I did not think the charges were reasonable.

The invoice was very strange. It contained a $0.00 line item for the cylinder head and several thousands of dollars for Freight, Import Taxes, almost EC$3,000 for rental charges, and several thousands for Labour charges.

At that point I was so eager to get my CR-V back that I agreed to the charges and asked for a payment plan. I paid a portion (EC$2,210 using SKNANB cheque #3055; leaving a balance of EC$11,180.79) of the bill and left with my CR-V.

Before leaving the Honda Dealership, I raised with the in-house Honda technician that the idle was noticeably high (revolutions were higher than I had been accustomed to – 1,000RPMs now 1,500RPMs). He told me that it was due to the long period of time that the vehicle was not used and that it would work itself out over time.

It wasn’t until later in the day and evening that I realized that the mud guard under the engine was not replaced and that both of my headlights were not working. There was also no attempt to solve the interior ceiling light problem.

By this time my CR-V had been in the Dealership’s possession for 4 months and 18 days.

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November 6, 2011

CR-V checked in to Honda Dealership for repairs

While accelerating, a sudden noise started; sounded like a fan flapping (same complaint as May 22nd)

I was on my way to the launch of Calypso tent at Fat Tuesday on Port Zante. This was a Sunday. It so happens, similar to May 22nd, as I passed OOJJ’s 24-hour gas station heading East, I accelerated and then heard a sudden noise begin, sounding like a fan flapping. I immediately pulled off the road and called several persons for road-side assistance.

This was 27 days after I had received the CR-V back from the dealership, supposedly fully repaired.

I telephoned Lester Hanley from the Dealership and after not getting a reply, I telephoned the owner of the Dealership, Mr. Scott Caines. Eventually Mr. Caines and the in-house Honda mechanic responded.

There was a huge shouting match that erupted between the owner of the Dealership and his mechanic. Basically the owner was seeking to get me in alternative transport but the person with the key to open the gate at Hertz was not reachable. So Mr. Caines, who came with a friend, took me to his vehicle and gave me his vehicle to use until the next morning.

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November 7, 2011

Received my CR-V

This morning I collected Mr. Scott Caines, owner of the St. Kitts Honda Dealership from his home and we went to the Dealership. He ensured that I was furnished with a Hertz vehicle at no charge.

Later that day, I got a text message from Lester Hanley, General Manager at the Honda Dealership, who notified me, “Charlie, the vehicle is done and you may now collect it. There are no charges. Juslyn will assist you.”

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Sometime during December 2011

Researched issues regarding my CR-V

During the month of December I grew increasingly impatient and uncomfortable about my CR-V. I felt that the repairs had not been done properly as now and again I would hear different noises and I was so strained financially that I was reluctant to take the vehicle back to the Dealership or to anyone else for that matter, to look into the noises.

I did however, spend some time researching my outstanding issues such as the ceiling lights problem. I found a blog that contained a post by a user pointing to a bulletin issued by Honda relating to 2007 CR-Vs.

The specific issue raised in the bulletin, I thought related to my 2007 CR-V. The issue was highlighted on Page 5 of the Honda Service News for March 2007 (bear in mind I bought my CR-V in July 2007 – the dealership should have seen the bulletin prior to my purchase).

Text of article:

“Interior Lights Stay On With All Doors Closed

Currently Applies To: ’06–07 Civics and ’07 CR-Vs

A bad multiplex integrated control unit (MICU) in the driver’s under-dash fuse/relay box can cause the interior lights to stay on when:

• The ceiling light switch is in the “door activated” (center position). (In models with a moonroof, it’s in the DOOR position.)

• All the doors are closed.

• The ignition switch is turned to ON (II).

When you slide the ceiling light switch to OFF, the interior lights go out. To fix this problem, replace the MICU.”

I telephoned the dealership about this finding and was told by Lester Hanley that that bulletin did not apply to the St. Kitts market. He did not say he would look into it, he flatly told me, it did not apply to the St. Kitts market.

I nevertheless ordered the MICU unit from Honda in the Cayman Islands and had it shipped to St. Kitts. I spent about US$1,200 to get the part (approximately EC$3,240).

I take issue with Mr. Hanley and here is my issue. I feel that Lester Hanley as General Manager of the Dealership, had to have received an e-mail or notification from Honda about the March 2007 bulletin, which addressed the faulty MICU fuse box.

My position is that when I originally took the CR-V into the Dealership with the symptoms that matched those highlighted in the bulletin, my vehicle was at that time still under Warranty and that that cost could have been covered by way of the Warranty.

The fact that I only now discovered the bulletin (4+ years after purchasing the vehicle), my vehicle is now outside of the Warranty period and thus I would have to bear the cost. That is in my opinion not fair and irresponsible or negligent by the Dealership for failing to utilize the Warranty period to adequately attend to the electronic fault in my CR-V when I brought it to their attention only three months after purchase.

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January 5, 2012

Launched Blog

On this day, I decided to launch a blog to share with the wider St. Kitts public, what I felt were bad experiences with my after sales service from Honda.

I had still not felt that my CR-V was repaired properly. And I had received no update as to the replacement of the mudguard that was under the engine when I took it into the Dealership on May 22nd, 2011.

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January 30, 2012

Meeting to discuss resolution to problems with CR-V and checked CR-V back into Honda dealership for repairs

Today I was invited by Scott Caines, owner of the Dealership to a meeting with him and Lester Hanley (GM) at the Dealership to “resolve my vehicle's issues”. 


We made progress! A substantial adjustment was made to my October invoice. My October bill was reduced by more than EC$5,803.47 leaving a balance of EC$5,377.32 (EC13,390.79 - initial payment of EC$2,210 - EC$5803.47).


Additionally, a few options were discussed for moving forward including an indication of a special offer to sell me a new CR-V. 


Mr. Caines and Mr. Hanley also agreed to take my CR-V back into the repair shop to address the ceiling lights issue so I handed over the new MICU fuse box that I purchased; to repair the headlights that I had been driving without since October 2011; to replace the mud guard under the engine; and to repair the high idling problem.

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February 12, 2012

Sought update on CR-V

Today I sent a text message to Lester Hanley, General Manager of the St. Kitts Honda Dealership, seeking an update on the repairs to my CR-V. “Comrade, Any update on my jeep P106? Not the new one. The old one. I’m in Grenada. Coming home tomorrow.”

Mr. Hanley replied, “Ok. You may collect the letter upon your return.” This letter he referred to was a special offer for me to purchase a new CR-V. Of course he dodged the question.

I sent a set of follow-up questions, “So did the part [MICU fuse box] work? I’m dying to hear if the part resolved any of the issues [ceiling lights]. I received no response from Mr. Hanley.

By this time my CR-V was again Honda’s possession for 13 days.

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Sometime during February, 2012

Sought an update on my CR-V

On several occasions, I telephoned and sent text messages to Mr. Hanley and appeared in person at the Dealership seeking updates to the repairs to my CR-V.

None of my calls were returned, none of my text messages were responded to, and every time I went to the Dealership Mr. Hanley was not available and everyone at the Dealership said they were unable to provide me with an update.

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March 26, 2012
Payment of Amount Owing to Honda Dealership


Today I paid the adjusted balance of invoice #7837 for the repairs to my CR-V. The amount paid, in full, was EC$5,377.32. This brought the total amount paid to C&C Auto (Honda Dealership) to resolve the May 22nd complaint to EC$7,587.32 (EC$2,210 + EC$5,377.32). All amounts owed to C&C for the May 22nd repair were now all paid in full.

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March 29, 2012

Update on repairs to my CR-V

Today, 2 months and 3 days (59 days) after my CR-V was in the Honda Dealership’s possession, I received a telephone call from Scott Caines, the owner of the Dealership who told me that the CR-V, “is ready, can you come now?" 

I stopped what I was doing and I went to collect my CR-V. Would you imagine that I was presented with a new invoice amounting to EC$7,153.50?

I paid it in full (receipt #378577) and proceeded for a test drive. 

The HID lights are working, the interior lights are working but the air-conditioning is not working; in fact it is blowing hot air. 

The under mud guard has been replaced. 

I did not take the vehicle today because I insisted that the air conditioning be fixed.

I was told to try again at 10:00am tomorrow. It wasn't until later on that I inspected the old MICU fuse box that was returned to me that I noticed something was wrong.

I compared it with a photo of the new one and it was clear that 34 fuses that were in the old MICU fuse box were not returned to me with the faulty part.

“Where have they gone?” I asked Mr. Hanley. His response was "they had to be put in to the new box". That did not make any sense. The new MICU fuse box came with 34 fuses in it!

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March 30, 2012

CR-V checked out of Honda Dealership

Today, I collected my CR-V with the air-conditioning working. Lester Hanley told me there was no cost to replace the relay switch.

My CR-V was in Honda’s possession for 2 months and 4 days. 

So far, when you combine the cumulative amount of time that my CR-V had spent in Honda’s possession for repairs up to this point was (4 months and 18 days + 1 day + 2 months and 4 days) 6 months and 23 days between the 10-month period of May 22, 2011 and March 30, 2012. And the cumulative amount of money that I spent on repairs to date total EC$14,740.82 (EC$7,587.32+ EC$7,153.50).


This does not include the costs that I incurred to rent vehicles from January 30, 2012 to March 30, 2012. This amounted to EC$3,000.00 bringing the total to EC$17,740.82 (EC$14,740.82 + EC$3,000).

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June 8, 2012

CR-V checked back in to Honda Dealership for repairs

While accelerating, a sudden noise started; sounded like a fan flapping (same complaint as May 22 and November 6, 2011, which I had already supposedly paid to repair)

Today I parked my CR-V at the airport and left for Barbados for the weekend. I telephoned my colleague who is an insured driver of my CR-V to collect the vehicle from the airport and secure it for me until Monday. 

Later that day he called to say that shortly after collecting the vehicle from the airport, and while driving along the Kim Collins Bypass Road (about 1,000 yards from the airport), a noise appeared (like a flapping belt sound) and he pulled over. 

The vehicle was NOT involved in a traffic accident. This occurred while driving along a smoothly paved road/highway.

I telephoned Lester Hanley, General Manager at the Honda Dealership and asked him to secure the jeep and provide me with a diagnosis of the problem for me when I get back on Monday June 11th.

My colleague described me for that you could see oil drips starting about 50 feet from where the jeep eventually stopped. And the spot where the jeep remained stationery, there was a large oil spot on the grass.

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June 11, 2012

Update from Honda Dealership re my CR-V

Lester Hanley, the General Manager of the Dealership notified me by text message that, “There are a few damaged components. Engine cannot be started in its present condition. Looks like a bottom pan, oil pump and tensioner for now. Awaiting final report to do costing.”

Today I returned to St. Kitts and upon my return, proceeded immediately to Lester Hanley’s office at the Honda Dealership to seek an update on my CR-V.

Mr. Hanley was surprisingly at the Dealership this time and invited me into his office where he told me that my CR-V had a damaged Oil Pan (with two holes) and a damaged Oil Pump (Mr. Hanley had his mechanic bring the damaged parts into his office where he pointed out to me the damages).

I asked what could have caused the damages and Mr. Hanley’s response to me was “a missile of some sort,” so a stone or something flew into the oil pan, punctured it in two places, pitched around many times and bruised several places on the inside of the oil pan, and broke off a large portion of the Oil Pump that was attached to the engine block.

Naturally, my common sense did not buy that explanation. I asked Mr. Hanley to furnish me with a list of the replacement parts needed as I was interested to source the parts myself to save money. He agreed to have the complete list available for me by the next day.

I was told categorically that no arrangements would be made for me to have use of a rental vehicle unless at my full and complete expense.

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June 12, 2012

Update from Honda Dealership

Today Lester Hanley, General Manager at the St. Kitts Honda Dealership, provided me with the part numbers for all of the replacement parts that he said his in-house Honda mechanic said were needed in order to repair my CR-V.

Later in the day, I searched the Internet and found two websites from which I ordered the parts (HondaPartsUnlimited.com and DealerDirectParts.com). 

The parts totaled, including FedEx to my brother's place in Florida, US$608 (approximately EC$1,651.88).


Looking at a new subtotal of money spent to date for repairs to my vehicle now to include the cost of the parts purchased and referred to above now stood at EC$19,392.70 (EC$17,740.82 + EC$1,651.88). My airfare and hotel costs totaled an additional EC$2,139.67 (EC$1,480.44 and EC$659.23 respectively), bringing the new total to EC$21,532.37 (EC$19,392.70 + EC$2,139.67).

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June 15, 2012

Update on Parts Ordered

The parts were delivered to my brother’s residence in Florida today.

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June 19, 2012

Update on Parts

I flew to Miami today to collect the parts I ordered for my CR-V.

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June 21, 2012

Update on Parts

I returned from Miami today and handed over the replacement parts for my CR-V to the St. Kitts Honda Dealership by 2:30pm.

Upon entering the sales office of the Dealership, there was a mechanic-shop person sitting behind one of the counters and two ladies behind the other (having a conversation). 

No one recognized my presence nor did anyone ask, "how can I help you" so I proceeded to ask the guy who I should speak with. He said while pointing, "speak to she"...a Catherine somebody, with a tag that says Customer Service Representative. 

I went over to Catherine somebody and said that I was there to drop off the parts that Mr. Hanley said my jeep would need. Mr. Hanley was not in office so the lady made a note of the parts and I left and also called Mr. Hanley's phone, which went straight to Voice Mail so I sent him a text message indicating that I left the parts. “Hello Lester. I just dropped off all of the parts on the list you said the jeep needs. 2:38pm.”

One would have thought that upon learning that I had dropped off the parts, that Lester Hanley would be happy so that repairs could commence.

No. Mr. Hanley sent me a text message stating, "Charlie, you need to meet with me. I am definitely not satisfied with these post that you continue to put on your blog. I have dealt with you in a professional manner and this appears now to be very personal and malicious. I will make myself available.”

I responded, “Lester the only thing I need is for my jeep to be fixed properly. In available by telephone or you can come to see me as I am trans less. I flew to Miami for the parts and they’re in your possession now."

I never heard back from Mr. Hanley that day.

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June 22, 2012

Awaiting update from Honda

About 26 hours have elapsed since I hand-delivered the replacement parts for my CR-V to the Honda Dealerhip. No one has called to indicate whether or when the mechanics would or had begun to work on the vehicle. 

I waited the entire day for an update and at approximately 4:19pm I called their landline for an update. There was no answer. 

Today a friend came to my rescue and offered me a lift to work and got another lift to the doctor's office and then walked from the doctor’s office back to Church Street in the hot blazing sun. 

Not sure if I can afford the ridiculous repair costs and a rental at the same time so I will continue to get a ride until my jeep is fixed.

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June 23, 2012

Awaiting update from Honda

Today the Dealership opened for half day as it is a Saturday. They’re closed tomorrow (Sunday) and I expected to hear from the Dealership today. The day ended and now two days since handing over the replacement parts to the Dealership, I have not received an update about the repairs to my CR-V.

I feel that I’m being avoided and hidden from.

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June 25, 2012

Sought Update from Honda

Today I telephoned the Dealership for an update on the repairs to my CR-V.

My first call was at midday. The lady on the telephone told me she did not have an update and she did not know when I could get an update.

My second call was to Scott Caines, the owner of the Dealership. I asked if he could provide me with an update considering that this was the fourth working day since I had handed over the new replacement parts for my CR-V.

Mr. Caines asked for me to give him some time to call me back. He called back within the hour and told me that repairs had not yet begun to my jeep.

Mr. Caines further told me to expect a call from Lester Hanley. 

Mr. Hanley did call shortly after (around 1:40pm) and repeated what Scott had said, that repairs had not yet commenced but that they would commence tomorrow (Tuesday, June 26th). 

I'm wondering why I could not have been afforded that courtesy on Thursday (June 21st), Friday (22nd), or Saturday (23rd), or even today (the 25th), before I had to call two different people to get this reply.

Hanley further stated that he would be able to discuss delivery of the repaired vehicle to me on Thursday. I asked, "Will you provide me with a vehicle to use between now and Thursday?" Response: "No".

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June 26, 2011

Sought Update from Honda

Today I called the Dealership and asked for an update on the repairs to my CR-V. Lester Hanley, the General Manager, was unavailable.

Scott Caines, the owner however, notified me that repairs to my CR-V did not commence today.

He said that the in-house Honda mechanic could not start the work because he had to tend to a personal issue. I appreciated the explanation. I would have however, preferred not to bother the owner of the dealership, and expected the General Manager to respond to my call. He never called back.

I was able to secure a rental from Thrifty to facilitate me to collect a client from the airport who visited the island to meet with me. I spent EC$ on the rental, bringing my new total bill related to my CR-V repairs to EC$21,923.60 (EC$21,532.37 + EC$391.23).

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June 27, 2012

South Update from Honda

Today I called the dealership around 10:21am and asked for Lester Hanley, General Manager of the Dealership to get an update on the repairs to my vehicle. 

He was not available (as has now become the norm) and the Customer Service Representative said she could provide no update. 

I nevertheless asked that the Customer Service Representative let Lester Hanley know that I called inquiring about my vehicle and asked that he return my call. 

At 4:00pm today, I had to return the rental that I had from Thrifty because of the busy demand for vehicles for Music Festival. I had hoped that even having to give up my rental today my inconvenience would be minimal since I was told by Lester Hanley on Monday that I be receiving my vehicle tomorrow (Thursday).

Lester Hanley never returned my call.

After waiting until almost the end of the day and not hearing from Mr. Hanley, I called back the dealership at 3:28pm just before returning my rental. Again, Mr. Hanley was not available and the Customer Service Representative said that she had no update as regards my vehicle repairs. She even refused to comment on whether repairs had actually commenced. 

I later found out that Mr. Hanley was not at the Honda Dealership but rather was at a National Olympic Committee event.

My CR-V has been in the Dealership’s possession with the new parts for six days and all indications are that repairs to my vehicle have NOT commenced as yet.

It should be clear by now that not only is Lester Hanley and his staff failing to ensure commencement of repairs to my vehicle, but it is also appears that they are refusing to do the repairs while telling me that they are going to do this and do that to the vehicle. 

It is also now becoming apparent that the owner of the Dealership is unable to take control of the situation and to do what is required in order to fulfill his Dealership's promise, to repair my vehicle after having received the parts from me, now six days ago.

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June 28, 2012

Sought Update from Honda

Today is the sixth working day since I handed over the new spare parts to my Honda dealer for the repairs that are needed to my CR-V. Today is the third day since Lester Hanley telephoned me to tell me that repairs to my CR-V would commence and today is the day when he said I should have received my jeep.

But also, today the owner of the Dealership telephoned me to say that repairs to my vehicle had not started and that repairs would start today. 

How am I to believe a word these people say now? They lied to me when they told me on Monday that they would commence repairs the next day and Lester Hanley has up to now failed (either deliberately or due to forgetfulness) to return my call or update me.

Scott Caines also told me today that that I must wait until Tuesday next week (July 3rd) for an update. 

That's six days before I know the fate of my vehicle, notwithstanding that the jokers have had it in their possession since June 8th (20 days now) and since June 21st with the new parts (7 days).

I am beginning to wonder if, based on the rate of excuse after excuse from the dealership that this 20-day old saga is headed for a similar five and a half month saga like it did last year with me receiving my vehicle NOT repaired and with more problems than I took into the dealership with.

I feel that I am being treated in a way that I should not be; I feel that I am the subject of a game of run-around and; I am the victim of lies, theft, and deceit.

At 3:55pm today (5 minutes before closing time) I called the Honda dealership for an update. 

The same nice lady, CSR Catherine answered the phone. She put me on hold for a short while and then came back on the line to say that Lester Hanley, the GM for the Honda Dealership, was not available to speak (for the 3rd consecutive day) and that she did not have anything from the mechanic to tell me.

So at that point I asked Catherine to tell the hiding Lester Hanley that I was going to instruct Zummie, a tow trucker, to retrieve my vehicle and all of the spare parts that I bought and handed over to them. 

I told her that the retrieval and liberation of my vehicle from the Dealership would take place either at 10am or 3pm (whichever time is more convenient for all) the next day.

I also told her that I was going to make arrangements to fly into the island, a properly trained Honda Master Technician, on Saturday, to perform a thorough assessment of my vehicle's problems.

After I get the report and a true and honest picture about my vehicle I will then decide the way in which I will pursue repairs to my vehicle and whether or not I would take legal action against the injustices and wrongdoings of this dealership; actions that have gone on and been tolerated for far too long.

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June 29, 2012

Retrieval of my CR-V from Honda Dealership

Today I arrived at the Honda Dealership during the late hours of the morning with my tow truck operator. Guess what! Lester Hanley, the Dealership's General Manager who had been avoiding me, hiding from me, and who has refused to return my calls, was now in office and invited me to his office.

Mr. Hanley told me that my vehicle would not be ready for release to me until Monday (July 2nd) at which time I would be expected to sign a release form to release them of any liability.

I told him that I had given notice yesterday that I would be retrieving my property and that I had scheduled for a proper Honda Technician to work on the vehicle tomorrow (Saturday). He denied having any knowledge of my intention to fly in an expert to repair my vehicle.

I paused my conversation with Hanley and telephoned my lawyer and he asked to speak with Mr. Hanley. Hanley refused to speak with my lawyer using my mobile phone and asked that he call the Dealership directly.

My lawyer and Hanley got into a shouting match on the telephone and the situation ended up with Scott Caines the owner of the dealership having to come to the Dealership with his lawyer to have a meeting with me and my lawyer. I also invited my father and a friend to witness what was taking place.

Mr. Caines did not object to releasing my vehicle as long as Lester Hanley could prepare an invoice for the "work" that had been done to the CR-V since June 8th. My lawyer and I refused to sign a release of liability but we instead signed a receipt of the vehicle in its present state.

At approximately 3:30pm, I successfully regained possession of my CR-V.

I signed a vetted "Unconditional Release" which confirmed that "repairs to date have not been completed" releasing my vehicle to me in a "state of incomplete and unfinished repair".

The cost to release my vehicle was EC$1,007 (US$372). I paid it. This brought my overall total amount of money spent towards getting my vehicle repaired under the Dealership's watch to EC$22,930.60 (EC$21,923.60 + EC$1,007), equivalent to approximately US$8,588.24.

I didn't realize that I was going to feel such a sense of relief after regaining possession of my vehicle. Thank God my CR-V is no longer with these people at C&C Auto Services (the name of the company operating as the Dealership for Honda) who failed to commence any repairs to my vehicle after having the new parts for the last seven days (21 days since it was towed on June 8th). I had been lied to on two occasions where they had promised to start.

Finally I am happy that I will be able to have a certified Master Technician assess my vehicle and provide me with a detailed report about its condition sometime during the course of tomorrow. 

C&C Auto Services in my view, in light of my experience, has lost my confidence in its ability to represent Honda here in St. Kitts. C&C Auto and Honda in St. Kitts have also lost me as a customer and I presume the rest of my family who also own Hondas.

The cumulative amount of time that my CR-V has spent in Honda’s possession for repairs up to this point is now (4 months and 18 days + 1 day + 2 months and 4 days + 21 days) 7 months and 16 days between the 13-month period of May 22, 2011 and June 29, 2012.

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June 30, 2012

Repairs to my CR-V by Master Technician

Today I collected the Honda Master Technician from the airport at approximately 11:15am. He asked that I take him directly to the vehicle.

We got to the work shop where the vehicle was located at approximately 11:30am and assessment of my vehicle commenced.

By 3:00pm, the Master Technician had asked me to purchase engine oil, an oil filter, and power steering fluid before the retailer closed at 4:00pm.

By 8:00pm that same evening, I was able to drive my vehicle to a dinner appointment that I had with my lawyer and other friends.

My vehicle had been repaired!

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July 1, 2012

Report by Master Technician

I collected the Master Technician and brought him to breakfast so that he could brief me and my lawyers on the assessment of the vehicle.

He said that he started off by checking the connecting rods, crank shaft, and bearings. He said all was clear on those items and so he began with the installation with the new oil pump.

He said he had to remove a piece of the damaged oil pump from the engine block. This piece of the pump had been missing from the damaged oil pump. I was glad that he accounted for its whereabouts.

He then applied a seal paste to the oil pan and covered the oil pump with the oil pan and attached the chain, sprocket, and other parts.

His report as to what he felt actually happened was basically this:

1) That previous work on the engine included dismantling of the oil pan and pump (as had to be the case for Lester Hanley to tell me in May/June 2011 that metal shavings had been discovered in the oil pan).

2) That the dual pully oil pump required to be timed when reassembled in 2011 and was NOT done.

3) That failure to time the chain connecting the pump to the engine would result with the two pully shafts not being synchronized which would cause vibration.

4) That continuous vibration would cause for the un-synchronized pullies to vibrate enough to cause the pump to break the way it did, separating it from the engine block.

5) That a metal piece from the broken oil pump (a part of a bolt or other piece) got injected into the oil pan at great speed and got tossed around in the oil pan, causing several bruises along the inside walls of the oil pan (including creating a crack in the oil pan), and then exited the oil pan with great force after creating a hole in the oil pan, explaining the outward bulge on the outside of the oil pan.

6) That it was unlikely that any foreign object entered the oil pan from the road side while moving along the Kim Collins Bypass Road.

7) He could not explain why a bolt that would attach the oil pump to the engine block had clearly been filed down other than to perhaps hide what it had looked like before filing it down.

The Master Technician charged me EC$2,000 for the assessment and repairs. I paid him in full. This was in addition to the cost of his flight (EC$1,037.31) and hotel arrangements (EC$436.33) bringing my new overall total to repair my vehicle EC$26,404.24 (EC$22,930.60 + EC$3,473.64).

I forgot to add the cost of the MICU fuse box referred to in the December 2011 posting (EC$3,240). That brings the new overall total of money spent to repair my vehicle, mainly due to a problem of May 22nd 2011 to EC$29,644.24 (EC$26,404.24 + EC$3,240).

Photographs of everything described are available, except the photographs supposedly taken by Lester Hanley of the cylinder head back in 2011.