Complaint Review: CarChex/Royal Administration - Nationwide

I Have had 09 Civic hybrid at dealer for a week now.  Went in for repairs that were approved.  Had a brake issue arise when the tech went to test drive repair.  Basically the brake pedal went to the floor when depressed.  It was not in there for brake issues.  Also had brake alarm light go off when brake was depressed.  The civic did not generate any error codes so the dealer called Honda.  Per a tech bulletin the dealer was told to replace the hydraulic brake pump.

Just to be clear this the Brake Alarm light (RED) not a warning light.  This is a serious issue!

Dealer calls me up says can't take car because of this issue, we will call Carchex/Royal administrator to get approval to do repairs. They even put me in a rental no questions asked because of the issue. This issue happened last Friday.  

Inspector came out on Monday, were not able to be replicated issue.  Because my service advised was out on Monday I was told on Tuesday what happened Monday. 

My service advisor, took the opportunity to have it tech retest the issue and the brake alarm light went off.  In fact it has gone off every test since.   The brake pedal going to the floor board has not been repeated but was documented to have occurred several times prior.

Carchex/Royal is saying that because their inspector did not see anything at the time of his inspection they are denying the claim and no codes are generated (Codes are not generated for every situation on any vehicle let alone Honda.

Dealer calls back Carchex/Royal to advise them the alarm light now goes off all the time (I would think that would be a key indicator of a failing part).  Even took a video of it and sent them to the Carchex/Royal.

Dealer advise me that his conversation with the Carchex/Royal support person went pretty much like this

Carchex/Royal rep: “Because we didn’t see anything at the time of the inspection we are denying the claim”

Dealer:  “We are consistently getting brake alarm light now so there is an issue and this is what Honda says to do.  We are talking about the brakes failing, this could be catastrophic!”

Carchex/Royal rep:  (vial comment withheld for now)

I went on the offensive at stated asking for reason! I asked for a supervisor to call me with reason.  I did not want to talk with rep.

Almost two days later I get a call from Royal supervisor (name withheld for now).  Said this is really a dealer issue so I should call Honda and complain to have the dealer fix it (event left me a voice mail stating such).

So to date one week later we are still a standstill. I am trying to get them to come back out and officially document that the brake alarm is happening so if anything happens if I am forced to drive a non-repaired on the streets due to an issue that Carchex/Royal deem not serious.

This could be you!  If I had had the dealer/Honda warranty this would not have been an issue.

000621 is the are the last six number on the Contract for warranty coverage on an 09 Civic Hybrid in Arizona.