Managing Director & CEO Honda Malaysia
Honda Head Office
Cp Tower, 11, Jalan 16/11, Seksyen 16,
46350 Petaling Jaya, Selangor, Malaysia Date:15/03/2022

Dear Mr. Toichi Ishiyama,
Good day

I'm Jagan, Honda loyal customer. I have owned Honda Civic 1.8S. Registration number SMS 2140. I writing to complaint about my frustration with Honda Malaysia. 13/03/2022 around 2am I met an accident at the PLUS highway at point of Tangkak 175.5KM the way from Johor Baharu to Kuala Lumpur. After the incident immediately I called HIP for towing assistant and the officer I spoken to her name Ms Norafisah.

Conversation…
Her: Sir for your information towing from Tangkak – Seremban should pay RM650 excluded Tol fee.
Me: Then I ask why should I pay since the time renew said 24/7 towing free for Accident, break down and flood.
She: No sir as our Procedure only for breakdown is FREE towing. Accident must pay by customer.
Me: No this is so disappoint I don’t have that much cash right now. Could you arrange any cheaper than that?
She hang on the call……
She: Ok sir we found one towing which is RM550 Exclude Tol fee.
Me: So since I’m with family in the dark place with safe less place I accept it and book.

After 10 min time another person he is not HIP private person, came and said boss I settle your problem towing your car to Seremban. You no need to pay anything. We claim the towing money with your insurance. I was so surprise that how come HIP cannot claim with insurance but non HIP can claim with insurance? So I felt it’s something Honda betray the customer. So immediately I call back HIP cancel the booking. And proceed with non-HIP towing. Safely reach to Honda Body & Paint Seremban.
I need the feedback from Honda Malaysia that for accident towing is FREE of Chargeable? If Chargeable means why we should pay expensive insurance via HIP? What is the point? Why in your portal said Towing 24/7 for Accident, Break down. Your limit towing 460KM is FREE. But from Tangkak to Seremban 99KM. even two way trip 198KM not event reach 200KM. please investigate and I need the prompt responses from your Honda Malaysia.
If the officer gave wrong info, I wish to request the Honda Malaysia Management should take action on the officer immediately for the wrong information and same time for the bad attitude to customer. Overall for the first time I’m so disappoint with your service.

Thanks, hope can hear response by Honda soonest.

Regards,
JAGANAHTAN GOUNDAR GANESAN.