Pump recall on Honda

Subject: Concern Regarding Fuel Pump Campaign Communication and Booking Confusion

Dear CMH Honda Menlyn Team,

I hope this message finds you well.

I am writing to raise a concern regarding a recent experience related to the fuel pump recall campaign on my Honda CR-V (2014 model).

On 5 June 2025, I received an email from (callcentre2@cmh.co.za) informing me that my vehicle needed to be booked in for repairs as part of the campaign. The message strongly emphasized the urgency of the matter, even referring to it as a possible life-or-death situation. Naturally, this caught my attention, and I acted promptly to arrange the necessary booking.

On 25 June, I phoned several times to secure a booking and confirmed with someone at the dealership that my car would be taken in on Tuesday, 1 July. I arranged for my husband to take time off work and drive me into Hatfield early that morning. However, upon our arrival, we were told that I was not booked in and that no email confirmation had been sent; therefore, no work could be done on the car.

I was further told that my vehicle was not on the recall list after the VIN was checked, and a document confirming “No outstanding campaign found” was issued (attached for your reference). The staff at Hatfield Honda were friendly and did their best to assist, but they could not clarify where the breakdown had occurred or why the original email had been sent in the first place.

My concerns are as follows:

The system appears to have outdated information, including a previous registration number and missing email contact, despite the fact that I was contacted by email on 5 June.

There is no clear confirmation as to whether my vehicle is affected by the fuel pump recall or not.

Valuable time and effort were lost due to miscommunication and a lack of follow-through from the admin side.

I am now left with uncer*****y about my vehicle’s safety, especially as I regularly travel long distances with my family.

I respectfully request the following:

A written confirmation, on official Honda letterhead, stating whether or not my vehicle (VIN and registration details attached) is part of the recall.

Clarity on how my contact information was both used and lost in your system.

Assurance that, should my vehicle be affected in the future, I will receive prompt, accurate, and reliable communication.

Please find attached the campaign status document issued by Hatfield Honda and a copy of my current vehicle license disc. I would appreciate it if you could investigate this matter and let me know where the miscommunication occurred.

Thank you for your attention to this matter. I trust that this issue can be resolved soon and with the clarity and care that I have come to associate with the Honda brand.