Consumer complaint received 2025-07-03 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: AMERICAN HONDA FINANCE CORP
State: MA

Complaint narrative:
To : The Proper : " Consumer Complaint Division '' Subject : Formal Complaint Regarding XXXX Honda XXXX  Defects, Insurance Misrepresentation, and Unjust Repossession Vin # : XXXX To Whom It May Concern/Proper Consumer Complaint Division, I am writing to file a formal complaint regarding a series of critical failures and deceptive practices by Honda XXXX XXXX , XXXXXXXX XXXX XXXXXXXX , and XXXX XXXXXXXX XXXX XXXX , which have led to significant financial hardship, distress, and the ultimate acute stressful traumatic situations, scenarios, and predicaments I was forced to be placed in due to the multiple accumulate unfair and deceptive practices that occurred within a significant short amount of time.

I am writing to file a formal complaint regarding a series of critical failures and deceptive practices by Honda XXXX XXXX, XXXX XXXX XXXX, and XXXX XXXX XXXX XXXX, which have led to significant financial hardship, distress, and the ultimate loss of my vehicle. 

My XXXX Honda XXXX, VIN:XXXX, has been at the center of these issues, stemming from a defective vehicle component and subsequent irresponsible actions by the aforementioned companies. 
I. Defective Vehicle and Honda 's Negligence ( XXXX XXXX Onwards ) In XXXX XXXX, upon closing the rear trunk door of my XXXX Honda XXXX, the rear window spontaneously shattered . This was not due to external impact, but rather, I believe, to a manufacturing defect potentially related to poor calibration or inherent weakness, a concern I understand has historical precedent with Honda vehicle glass.

I. I immediately reported this critical issue to Honda XXXX XXXX on two separate occasions. Despite my clear communication about the complete shattering of the window and concerns about " poor calibration, '' Honda took no action whatsoever to resolve the matter. Their inaction left me with a vehicle that was unsafe and legally compromised. To ensure my vehicle met legal standards for travel, I was forced to construct and install an artificial windshield. 
Il. XXXX XXXX XXXX 's Misrepresentation and Denial of Coverage Prior to this incident, I had proactively engaged with XXXX XXXX XXXX. I was informed and understood that my policy had been upgraded to include comprehensive coverage specifically to protect against such unforeseen damage. However, when I filed a claim for the shattered rear window, XXXX denied coverage, stating that comprehensive coverage was not in effect. This direct contradiction of their prior assurance represents a significant misrepresentation of my policy and a failure. 
III. Consequences of Unresolved Vehicle Defect and Insurance Failure Due to the urgent need to travel, I was compelled to drive my XXXX Honda XXXX with the artificial windshield, which met legal specifications. Despite this, I was pulled over in New York, leading to my car being towed and incurring a {$500.00} fee. Subsequently, while attempting to continue my journey, my vehicle was again towed in Pennsylvania. 

These incidents, directly caused by Honda 's failure to address the defective window and XXXXXXXX XXXX denial of promised coverage, created an impossible situation. 
IV. XXXX XXXXXXXX XXXX Unfair and Deceptive Repossession Tactics The cumulative impact of these events, particularly the towing expenses and the inability to properly repair my vehicle, ultimately placed me in a situation where I was " due for failure '' with my vehicle financing. XXXX XXXX XXXX XXXX then repossessed my vehicle, despite the circumstances largely being beyond my control the circumstances largely being beyond my control and stemming from the initial vehicle defect and the subsequent lack of support from Honda XXXX, XXXX XXXX XXXX, and I strongly believe XXXX XXXX 's repossession practices in this context were unfair and deceptive, setting me up for failure rather than working with me given the extraordinary circumstances. 
V. Negligence Regarding Fuel Injection Pump Recall Adding to these issues, my XXXX Honda XXXX was subject to a recall regarding its fuel injection pump ( NHTSA Recall 20V-314 and potentially others ). Honda repeatedly attempted to schedule appointments for this recall repair. I consistently informed them that I could not bring the vehicle in due to the shattered windshield and its compromised state, which made it unsafe and illegal to drive. Despite my clear communication regarding the specific impediment, Honda failed to acknowledge or address this barrier to service, effectively abandoning their responsibility to fix a critical safety defect.

Key Information from the Recall ( NHTSA Recall 20V-314 and expansions ) : o Affected Vehicles : This recall initially covered a range of Honda and XXXX vehicles from XXXX, including the XXXX Honda XXXX. 
There have been subsequent expansions. 
o The Defect : The low-pressure fuel pump inside the fuel tank may fail due to an improperly molded impeller ( a component within the pump ). Over time, this low-density impeller can deform and interfere with the fuel pump body, rendering the fuel pump inoperative.

Dangers and Ramifications if Not Replaced : 1. Engine Stall While Driving : This is the most significant danger. If the fuel pump fails while the vehicle is in motion, the engine will lose power and can stall unexpectedly. This immediately increases the risk of a collision, especially at higher speeds or in traffic, as you lose control, power steering assistance, and power braking assistance.

2. Failure to Start : The vehicle may not start at all if the fuel pump is inoperative. This can leave you stranded.

3. Hesitation or Loss of Power : Before a complete failure, you might experience the engine hesitating, losing power during acceleration ( e.g., merging onto a highway, climbing a hill ), or otherwise performing erratically.

4. Increased Risk of a Crash or Injury : All of the above directly contribute to a higher risk of accidents and potential injuries to occupants and others on the road.

5.Stranding : Being left stranded on the side of the road, particularly in unsafe locations or adverse weather, can be dangerous and costly ( towing, alternative transportation ).

6.Impact on Vehicle Reliability and Value : An unrepaired recall means your vehicle has a known safety defect, which can negatively impact its reliability, make it harder to sell, and potentially void parts of your warranty if issues arise directly from the unrepaired recall.

7.Legal Implications : While rare, if an accident were to occur directly due to an unaddressed recall, it could complicate insurance claims or even expose you to liability, though typically the manufacturer is responsible for recall-related defects.

I seek the following resolution from Honda XXXX XXXX for their negligence, the inherent defects in my vehicle, and their failure to adequately address critical safety issues and customer concerns : 1. Full reimbursement for the fair market value of my XXXX Honda XXXX at the time of its repossession either from XXXX XXXX XXXX, Honda XXXX, or both companies. Honda 's failure to acknowledge and address the defective rear window, which spontaneously shattered, rendered my vehicle effectively unusable and directly contributed to the chain of events that led to its loss.

2. Reimbursement for all direct and indirect expenses incurred due to the shattered window and Honda 's inaction, including : 3. The {$500.00} towing fee in New York.

4. Any additional towing costs or fines incurred in Pennsylvania.

5. The many costs/expenses that occurred associated with constructing and maintaining the " artificial windshield. '' 6. Any lost income or significant travel expenses directly resulting from being unable to use a properly functional and legal vehicle.

7.Monetary compensation for the severe emotional distress, inconvenience, and wasted time I endured. Honda 's complete failure to respond to my repeated reports of a significant vehicle defect ( shattered window ), combined with their apparent disregard for my inability to bring in the vehicle for the critical fuel pump recall due to that unaddressed defect, created an intolerable and dangerous situation that caused immense stress and hardship.

8.A thorough investigation into Honda 's quality control and customer service protocols regarding vehicle defects, particularly windshield integrity and their response to recall compliance barriers.

9. A thorough investigation into Honda 's quality control and customer service protocols regarding vehicle defects, particularly windshield integrity and their response to recall compliance barriers. This investigation should identify why a known defective windshield issue ( as evidenced by other Honda models and prior class actions ) was not proactively addressed, and why customer communication regarding recall impediments was ignored. I request that your office impose necessary corrective actions to ensure public safety and prevent similar negligence.

Situation with XXXX Continued : My experience has resulted in considerable financial hardship, inconvenience, and distress due to what I believe are clear violations of consumer protection laws in Massachusetts. 
I engaged in extensive conversations with multiple ( four ) customer service representatives on a single day. Each of these representatives unequivocally assured me that my policy would include full comprehensive coverage. I specifically I inquired about this as I did not understand why the initial setup only showed bodily injury/collision coverage. Based on these explicit assurances, I proceeded with the policy confident that I had the comprehensive protection I was promised. 

Tragically, shortly after coincidently, while moving out of my apartment and at my apartment loading my trunk and then closing it with no obstructions below my rear trunk glass shattered when I closed the trunk. A few days later, while driving in Pennsylvania, my front windshield was also struck and damaged by a stone. In both instances, I fully expected my comprehensive coverage, as assured by your representatives, to cover these damages. 

My subsequent attempts to file claims for these incidents have been met with an unacceptable level of unprofessionalism, inconsistency, and what appears to be a deliberate disregard for the facts : o Upon contacting XXXX, I was assigned to a claims representative whose tone was accusatory and uncomprehending. Despite my clear explanation of the prior conversations where I was assured comprehensive coverage, she repeatedly insisted there was only " one '' conversation, directly contradicting my records and your stated ability to monitor all calls. She demonstrated an unwillingness to listen or understand the context of my policy inception.

o Due to my dissatisfaction, I requested a different claims representative. The second individual who called me stated she was unaware I had been working with a prior caseworker. This directly contradicts the earlier representative 's claim that my conversations were being tracked and listened to, and raises serious concerns about your internal communication and record-keeping processes. As I record all my conversations, I can verify the discrepancies in your representatives ' statements.

o The lack of proper coverage and delayed resolution forced me to drive with damaged windows, leading to further consequences. I was pulled over in New York, received a fine, and my car was subsequently towed twice, incurring a total cost of {$500.00} for the first tow and an additional cost for the second tow in which I ultimately voluntarily surrendered my vehicle due to XXXX XXXX Unfair and Deceptive practices noted in a prior complaint with the CFPB.

Again during a conversation with an upper management authority figure within the last month, I was provided with an explanation for the apparent discrepancy in call tracking : " if you make one phone call you transferred it's considered four. '' This explanation, while attempting to clarify your internal process, implicitly acknowledges a system that can lead to misrepresentation and a breakdown in consistent information, directly contributing to my current predicament. I never heard from him again. 

I believe XXXX XXXX XXXX has violated several Massachusetts laws, including but not limited to : o Massachusetts General Laws Chapter 176D, Section 3 ( 1 ) ( a ) & ( b ), regarding misrepresentation of policy coverage.

o Massachusetts General Laws Chapter 176D, Section 3 ( 9 ), regarding unfair claim settlement practices, specifically subsections related to o Massachusetts General Laws Chapter 176D, Section 3 ( 1 ) ( a ) & ( b ), regarding misrepresentation of policy coverage.

o Massachusetts General Laws Chapter 176D, Section 3 ( 9 ), regarding unfair claim settlement practices, specifically subsections related to promptly acknowledging communications, reasonable investigation, and affirming/denying coverage.

o Massachusetts General Laws Chapter 93A, the Massachusetts Consumer Protection Act, due to these unfair and deceptive practices. & I demand the following immediate actions to rectify this situation : 1.A thorough review of all recorded phone conversations related to my policy inception when I was assured full comprehensive coverage.

2.Retroactive application of full comprehensive coverage to my policy from the date I was assured 3.Full reimbursement for the cost of repairing both my rear trunk glass and front windshield.

4.Reimbursement for all incurred out-of-pocket expenses directly resulting from XXXXXXXX XXXX misrepresentation and mishandling of my claims, including : 5.The {$500.00} towing fee in New York.

6.A formal apology for the unprofessional claims handling, accusatory tone, and the significant inconvenience and financial burden placed upon me.

Furthermore, XXXX  handling of my inquiries regarding my policy coverage was characterized by concerning inconsistencies. Initially, when I questioned the denial, XXXX  representatives repeatedly assured me that they had thoroughly reviewed all recorded conversations and stated that I had only spoken with one representative the day I was upgraded to full comprehensive coverage prior to the breaking of my rear windshield and thought was thankfully covered after the incident only to fall victim of their unfair and deceptive practices. Approximately one month later upon escalating the issue to a higher level manager, and again to reiterate I was informed that the companys records indicated I had, in fact, engaged in four separate conversations that day, a series of transfers that XXXX internally counts as one conversation. 
This direct contradiction, after XXXX had repeatedly claimed to have reviewed all recordings, strongly suggests a lack of transparency and potentially deliberate misrepresentation of the recorded evidence, which is highly unprofessional and deceptive. 

Overall Requested Resolution in Conclusion with XXXX  XXXX, Honda XXXX, and XXXX XXXX XXXX : I seek a comprehensive resolution for the cumulative harm I have suffered, including : o Full reimbursement for all expenses incurred : This includes the {$500.00} towing fee, any other related costs, and compensation for the loss of my vehicle due to the forced repossession. 
o Investigation into Honda 's failure to address the defective windshield and their inaction regarding the fuel pump recall despite my communication. 
o Investigation into XXXX 's alleged misrepresentation of comprehensive coverage and the denial of my legitimate claim. 
o Investigation into XXXX XXXX 's repossession practices and their contribution to my financial distress and the loss of my vehicle. 
o Acknowledgement of the severe emotional distress, inconvenience, and time I have invested in attempting to resolve these matters, directly caused by the negligence and deceptive practices of these companies I urge your agency to investigate these matters thoroughly and hold these companies accountable for their respective failures, leading to a just and fair resolution for the significant damage I have sustained. 
Thank you for your attention to this urgent matter. I look forward to your prompt response and assistance.

Company response to consumer: Closed with explanation