Isuzu

Please note: this is my second attempt My first response disappeared and I cannot seem to locate it so I will start over.Isuzu has already informed Mr [redacted] that we cannot and will not consider his demands It would be inappropriate, unethical, and illegal for any manufacturer to modify the scope of a NHTSA condoned safety campaign based on his perceptions Our obligation on this year old vehicle has been met.What Mr [redacted] has not included in his complaint is that he just purchased this vehicle According to CARFAX, the title for this vehicle was not issued until 10/24/14, which is days AFTER the campaign was completed and after he contacted us As we have informed Mr [redacted] , if he has an issue with the safety of this vehicle he should address those concerns to the seller, or he should have considered an inspection prior to the purchase Regards,Isuzu

Ms**, I am attempting to respond to the complaint we received via E mail this morning Unfortunately, I cannot respond via your website as it states the case is closed due to a lack of response from my company(?) Please note: In surfing around your site, I noticed that the initial letter was sent to a Mr [redacted] *** Mr [redacted] has not been with Isuzu for over years You may want to update your records I can assure you we have not received this case from your office prior to today Regarding Mr [redacted] and his Rodeo We are very aware of this case and just about everyone in our office has spoken to him The campaign that Mr [redacted] references covers a specific area of the vehicle for a specific condition Both the photo sets sent by the Isuzu Repair Facility on 10-1-and by Mr [redacted] (through the Service Manager) on 10-30-show that the brackets that have been installed are secure Furthermore, I have had two lengthy conversations with the Service Manager at Morrie’s Isuzu to confirm thisThe majority of the photos sent by Mr [redacted] are of other areas of the vehicle that are not related to the campaign The Service Manager has confirmed our conclusion upon speaking to Mr [redacted] The issues he has noted are not related to the campaign area as published However aggressively Mr [redacted] continues to insist that he be included in the “buy back program” that he has heard of from someone, the specific Safety Campaign 10V436, as approved by NHTSA, is clear in its scope and we cannot and will not change it specifically for this case We have closed our case Regards, [redacted] Executive Manager - Warranty and Field Operations Isuzu Motors America LLC SDouglass Road, Suite Anaheim, Ca

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[This past response was the first and only response from Isuzu, so I was not informed of anything until nowThis complaint is for Isuzu and not to the NHTSA, to perform the appropriate, ethical, and legal safety campaign of this vehicle and many others that they produced with the same issueIsuzu is obliged to inspect this year old vehicle and either make is safe for the road or buy it backIt is irrelevant who owns it or when CARFAX claims it was titled, because they are not the titling agencyThe fact is that the campaign was not completed satisfactorily and no attempt has been made to strengthen said area with the strengthening brackets, nor has any buyback been offeredIt is of no concern to any previous owners now and an inspection was done, but the Isuzu way of inspecting the frame by literally hammering it was not done out of respect to the owner and their vehicle.]
Regards,
*** ***

Ms. **,
 
I am attempting to respond to the complaint we received via E mail this morning.  Unfortunately, I cannot respond via your website as it states the case is closed due to a lack of response from my company. (?)  Please note:  In surfing around your site, I noticed that...

the initial letter was sent to a Mr. [redacted].  Mr. [redacted] has not been with  Isuzu for over 10 years.  You may want to update your records.  I can assure you we have not received this case from your office prior to today.
 
Regarding Mr. [redacted] and his 2001 Rodeo.  We are very aware of this case and just about everyone in our office has spoken to him.   The campaign that Mr. [redacted] references covers a specific area of the vehicle for a specific condition.  Both the photo sets sent by the Isuzu Repair Facility on 10-1-14 and by Mr. [redacted] (through the Service Manager) on 10-30-14 show that the brackets that have been installed are secure.  Furthermore, I have had two lengthy conversations with the Service Manager at Morrie’s Isuzu to confirm this. The majority of the photos sent by Mr. [redacted] are of other areas of the vehicle that are not related to the campaign. 
 
The Service Manager has confirmed our conclusion upon speaking to Mr. [redacted].  The issues he has noted are not related to the campaign area as published.  However aggressively Mr. [redacted] continues to insist that he be included in the “buy back program” that he has heard of from someone, the specific Safety Campaign 10V436, as approved by NHTSA, is clear in its scope and we cannot and will not change it specifically for this case. 
 
We have closed our case.
 
Regards,
 
 
 
[redacted]
Executive Manager - Warranty and Field Operations
Isuzu Motors America LLC
1400 S. Douglass Road, Suite 100
Anaheim, Ca.  92806

Please note:  this is my second attempt.  My first response disappeared and I cannot seem to locate it so I will start over.Isuzu has already informed Mr. [redacted] that we cannot and will not consider his demands.  It would be inappropriate, unethical, and illegal for any manufacturer...

to modify the scope of a NHTSA condoned safety campaign based on his perceptions.  Our obligation on this 11 year old vehicle has been met.What Mr. [redacted] has not included in his complaint is that he  just purchased this vehicle.  According to CARFAX, the title for this vehicle was not issued until 10/24/14, which is days AFTER the campaign was completed and after he contacted us.  As we have informed Mr. [redacted],  if he has an issue with the safety of this vehicle he should address those concerns to the seller, or he should have considered an inspection prior to the purchase.   Regards,Isuzu

We have completed the campaign successfully.  Isuzu understands that Mr. [redacted] has issues elsewhere on the vehicle, and Isuzu understands that Mr. [redacted] feels that we should expand the campaign to accommodate his situation.  Unfortunately that is not an option that is available under the sanctioned NHTSA Safety campaign 13V547.  Mr. [redacted] is free to contact NHTSA directly or seek legal advice if he feels that Isuzu is not meeting its obligation under 13V547.

Review: The rear of the frame is rotting away, thus it will not pass state safety inspection, because it is not safe to be on the road. Isuzu is only covering one area of the frame by the rear suspension lower link bracket(campaign #[redacted]/NHTSA #[redacted]), but there are plenty of documented cases where the rear most portions are crumbling from rust/corrosion as well.Desired Settlement: Isuzu already knows there are issues with their frames and that is why they have a recalls on them. However, they need to extend the recall to cover the rear part of the frame as well. I would like it repaired or bought back from me, so I may have or purchase a safer vehicle.

Business

Response:

Please note: this is my second attempt. My first response disappeared and I cannot seem to locate it so I will start over.

Review: I called a few days ago and spoke with [redacted], the National Operations Manager. upon requesting to have 3 of 5 recall notices sent to me regarding my particular vehicle (VIN#[redacted]). He explained that he could not forward any information regarding my vehicle and any of the recalls that were public notice. Since my vehicle has been involved in a recent accident in Chicago, IL where I had to replace rear suspension. Prior to that, I had to replace the entire gas line from the tank up to the gas cap. I have also had issues with the ABS system of the SUV, where the ABS light has never turned off. Additionally, I have experienced issues with the RUST and CORROSION of the vehicle. Apparently, we all need educated on what we (as the public) are entitled to receive from Isuzu (or ANY auto manufacturer) and how we can follow up as OWNERS of the autos.Desired Settlement: My first concern needs to be addressed. As a General Manager, part of my complaint is that [redacted] needs to learn how to talk to people / customers who are unaware of how to handle complaints / concerns / questions that a customer may have . While I continue to be happy with the performance of my vehicle, it would be nice to know what recalls are associated with my car, without having to worry about the safety concerns of my vehicle. Next, I was thinking that ISUZU should give copies of all recalls and repair work done to enhance the performance of the vehicle to current owners, upon their request (regardless of who owned the vehicle before). Next, I would like to know if any recall repair work extends to me, the current owner, so that I can feel that the vehicle is safe to drive without interruption. Overall, just wanted to make sure that I'm heard and that others would be protected from any safety concerns involving my vehicle. Please contact me at your earliest.

Business

Response:

Mr. [redacted] did contact a number of our National Operations Managers regarding his vehicle and information he received elsewhere. (internet?) Most of the conversation was with Mr. [redacted]. Mr. [redacted] was given the correct information: 1. The corrosion campaign had a one year limit for the specified remedy to be free of charge. That one year expired in December 2011. I might also add that his comments regarding the corrosion issues he has or is experiencing would not be covered under that safety campaign anyway. Mr. [redacted] is free to have the campaign completed, as well as any other corrosion issues, at his expense.2. There are currently no other open campaigns on this vehicle by VIN number. Had there been any open campaigns, we would have attempted to assist Mr. [redacted] with getting those repairs completed. According to Mr. [redacted]’s documentation of the call, Mr. [redacted] is demanding that we provide him historical warranty claim data on this vehicle, and in Mr. [redacted]’s opinion, he is making this demand in an attempt to argue the fact that his current issues should somehow be related to those campaigns and therefore should be completed by Isuzu free. He has even stated that he contacted NHTSA and was allegedly told we had to comply with his request. Even if Isuzu still had this information on this 16 year old vehicle, we have no obligation to provide it to Mr. [redacted]. We apologize that the response was not what Mr. [redacted] wanted. However, it was the correct response and we have closed our case. Regards, [redacted]. [redacted]Executive Manager - Warranty and Field OperationsIsuzu Motors America LLC1400 S. Douglass Road, Suite 100Anaheim, Ca. 92806[redacted]

Review: I currently own a 2001 Isuzu Rodeo. during normal operation of vehicle the rt rear trailing arm rusted off the frame rail. I researched the problem only to find out there is a recall for severe rust on this model of vehicle. I contacted Isuzu and was told to take it to a local dealer. the dealer performed the recall repair per Isuzu's guidelines. There repair was to bolt new bracket's to the rusty frame to hold the suspension on. I picked up vehicle from repair facility and with in two months the spare tire carrier rusted out of the vehicle and fell off as I was driving down the road. upon closer inspection I found that both rear frame rails were completly rust thru as well as the rear bumper reinforcement. I then inspected the recalled suspension components which I found to coming loose from the rusted frame rail on the rt side. I then had the vehicle towed back to the dealer. they told me the car was unsafe to drive. they and I contacted Isuzu's hotline. The dealer took pictures of the loose bracket & rusted frame & sent them to Isuzu. I contacted Isuzu"s customer service line and was told my vehicle was repaired properly and there is nothing they can do. I was told by the dealer that Isuzu will buy the vehicle back if the repairs could not be completed safely. I have now spoke to several representatives ("managers") in customer service with my concerns and the fact that the vehicle is not safe and was told that there is nothing that can be done and that they are sorry.Desired Settlement: The desired outcome would be for Isuzu to purchase the vehicle for fair market value. per the guidelines of the recall.

Business

Response:

Ms. **,

I am attempting to respond to the complaint we received via E mail this morning. Unfortunately, I cannot respond via your website as it states the case is closed due to a lack of response from my company. (?) Please note: In surfing around your site, I noticed that the initial letter was sent to a Mr. [redacted]. Mr. [redacted] has not been with Isuzu for over 10 years. You may want to update your records. I can assure you we have not received this case from your office prior to today.

Regarding Mr. [redacted] and his 2001 Rodeo. We are very aware of this case and just about everyone in our office has spoken to him. The campaign that Mr. [redacted] references covers a specific area of the vehicle for a specific condition. Both the photo sets sent by the Isuzu Repair Facility on 10-1-14 and by Mr. [redacted] (through the Service Manager) on 10-30-14 show that the brackets that have been installed are secure. Furthermore, I have had two lengthy conversations with the Service Manager at Morrie’s Isuzu to confirm this. The majority of the photos sent by Mr. [redacted] are of other areas of the vehicle that are not related to the campaign.

The Service Manager has confirmed our conclusion upon speaking to Mr. [redacted]. The issues he has noted are not related to the campaign area as published. However aggressively Mr. [redacted] continues to insist that he be included in the “buy back program” that he has heard of from someone, the specific Safety Campaign 10V436, as approved by NHTSA, is clear in its scope and we cannot and will not change it specifically for this case.

We have closed our case.

Regards,

Executive Manager - Warranty and Field Operations

Isuzu Motors America LLC

1400 S. Douglass Road, Suite 100

Anaheim, Ca. 92806

Review: I recently almost had an accident as my vehicle uncontrollably veered to the right while driving. I heard a loud cracking and grinding sound. Upon pulling over my husband discovered that the frame of the car actually broken. Upon reaching out to mechanics and researching that issue I discovered that there was a recall placed on vehicles of the same make and model and year in 2010. There allegedly was a defect in the frame material used that made them corrode from exposure to salt (the kind used to clear streets in the winter). The recall was issued after numerous complaints from owners who had similar near accident and accident experiences as mine. It's by the grace of God that I am still alive. I have owned my 1999 Isuzu rodeo since before the recall was issued. I did not know of the recall until this happened to me. I contacted Isuzu only to be told there is nothing they can do. I have to buy a new car. They did not even offer a fix or replacement at a discount. I feel that a mistake they made almost cost me and my two daughters under 4 years old our lives and the company doesn't care. Surely they can make this right.Desired Settlement: I would like Isuzu to make this right by working with us to repair or replace the frame or vehicle. My husband and I bought an Isuzu vehicle in confidence, trusting them to make a reliable vehicle. Except for this issue, this has been an excellent car. Looks and runs great. I would like for Isuzu to acknowledge the defect in their product and work with us towards a fair resolution .

Business

Response:

I would suggest that Ms. [redacted] visit the NHTSA websites to read the details of the campaign she is referring to. NHTSA is the federal agency responsible for establishing and monitoring most automotive regulations, including safety campaigns. As is the case with many Internet stories, the content is often filled with incorrect or out of context information. Campaign 10V436 was launched in the "Salt Belt States" in December of 2010 It addressed the affect of corrosive road chemicals on the forward rear suspension brackets only. There was no recall on the frame. In addition, Isuzu went two model years beyond the campaign requirement and gave owners of the 1998, 1999, and some 2000 model year vehicles the same repair remedies for free for 12 months from release of the Campaign. That offer expired in December of 2011. Isuzu also mailed three separate notices to the registered owners of all of the affected vehicles in the nine months after the release. It is unfortunate that the owner of the vehicle at that time elected not to respond to the notices provided. Assuming that the current issue is related to the subject of the campaign, the repair remedies provided for may still be available, depending on the overall condition of the vehicle. However, those repairs would now be at the customers expense. Regards [redacted]. [redacted]