B-ANS-02192016-3

Acura 2005-2016 Multi-Model Driver’s Airbag Inflator Recall
Dealer Q&A – Updated 02.19.16
Stop Sale/Safety Recall: Acura 2005-2016 Multi-Model Driver’s Airbag Inflator
Dealer Q&A – Updated 02.19.16
GENERAL
What is the cause of the stop
sale/safety recall?
In certain vehicles, the driver’s (front) airbag inflator could
produce excessive internal pressure during airbag deployment. If
an affected airbag deploys, the increased internal pressure may
cause the inflator casing to rupture. Metal fragments could pass
through the airbag cushion material, possibly causing injury or
fatality to vehicle occupants. At this time, we’re working to
identify the root cause, but we do know that exposure to high
temperatures and high humidity seems to be a contributing factor.
Have there been any ruptures of
this type of inflator in the market
in Honda or Acura vehicles?
Honda has not received any reports of Takata PSDI-5 inflator
ruptures in the market in Honda or Acura vehicles worldwide.
Which models are affected by the
stop sale/safety recall?
The recall includes specific VINs from these Acura models:
• 2013-16 Acura ILX
• 2007-16 Acura RDX
• 2005-12 Acura RL
• 2009-14 Acura TL
• 2010-13 Acura ZDX
Check VIN status to see if a specific VIN is included in the recall.
When will a list of affected VINs be
available?
As of February 15, 2016, affected VINs have been determined and
vehicle eligibility can be confirmed through VIN status inquiry. Any
unsold vehicle shown to be eligible for service bulletin 16-010 will
need to remain on stop sale until the vehicle is repaired. Vehicles
that no longer show as eligible for the bulletin can be sold without
further action, assuming no other open recalls apply. Client-facing
sites (www.recalls.acura.com, safercar.gov) have also been
updated with the list of eligible VINs, which may drive inquires
about eligibility or repair. At this time, replacement parts to repair
the recall condition are not available.
Will the list of MY16 VINs change?
No. The list of affected 2016 model VINs will NOT change. All
affected 2016 model year VINs that are part of this recall have
been loaded into iN.
With all the airbag-related recalls
announced lately, why are Honda
and Acura seemingly the only
brands with a Stop Sale?
The stop sale on new vehicles is federally mandated. American
Honda issued the stop sale on used vehicles in alignment with our
company policies and in the interest of customer safety, which is
our top priority.
1
Acura 2005-2016 Multi-Model Driver’s Airbag Inflator Recall
Dealer Q&A – Updated 02.19.16
Why did American Honda call for a
Stop Sale when there have been
no injuries or deaths related to this
new recall and other automakers
have not issued a Stop Sale?
The stop sale on new vehicles is federally mandated. American
Honda issued the stop sale on used vehicles in alignment with our
company policies and in the interest of customer safety, which is
our top priority.
Since there have been no ruptures
of this type of airbag inflator in
Honda or Acura vehicles, should a
dealer or customer not be worried
about the issue?
Everyone affected by this recall should take the risk of airbag
inflator rupture seriously. Honda has determined that the Takata
airbag inflators included in this recall contain a safety related
defect.
What is the repair?
Replace the driver’s airbag inflator with a different inflator type.
Are replacement parts available?
The necessary replacement parts are currently not available.
American Honda expects to receive the first small shipment of
parts by the end of April, but this shipment will not include every
part number required by the recall. We anticipate that recall
repairs will begin this summer.
Why will there be such a long
delay for replacement parts?
Acura plans to replace all of these recalled inflators with new parts
from an alternative supplier, free of charge. It will take some time
to conduct the engineering and testing of replacement inflators in
order to ensure that they will fit in the existing airbag modules
originally installed in these vehicles and perform to specification.
Additionally, due to the large number of vehicles involved, some of
the delay will be caused by efforts to ramp up production for this
purpose.
Since you have a supply of
replacement inflators already, why
can’t the existing replacement
inflators be used for the PSDI-5?
The driver front inflator designs and specifications are different
between vehicles included in the latest recall and the earlier
recalls.
Do the replacement inflators
contain ammonium nitrate?
For the driver front airbag inflator recall announced in February
2016, Autoliv will supply the replacement inflators. None of those
replacement inflators will contain an ammonium nitrate
propellant.
For the Takata airbag inflator recalls announced before February
2016:
The replacement airbag inflators being supplied by Takata do
contain ammonium nitrate in their propellant formulas.
The replacement inflators being supplied by Autoliv, Daicel and
TRW do not contain ammonium nitrate.
What actions should dealers take?
1. Ensure that every dealership associate is aware of this situation
2
Acura 2005-2016 Multi-Model Driver’s Airbag Inflator Recall
Dealer Q&A – Updated 02.19.16
2.
3.
4.
5.
and that customer-facing associates provide transparent
information to customers.
Refer to your eResponsibility report and VIN inquiry to
determine which units in your inventory are affected by this
safety recall.
Run a VIN status check on all vehicles brought into your Service
department to determine if they are affected by any recall.
For affected vehicles, replace the driver’s airbag inflator with a
different inflator type. Any new or used units in dealer stock
must be repaired per service bulletin 16-010, Safety Recall:
Takata Driver’s Airbag Inflator once the parts and repair
information is available.
Offer concerned customers of affected vehicles a loaner or
rental vehicle until a replacement part is available and their
vehicle is repaired.
CUSTOMER COMMUNICATIONS
When will customers be notified of
this recall?
Initial notifications will be mailed to customers beginning midMarch with a completion date by March 29, 2016. American
Honda is also communicating to customers in the following ways:
• February 3 – Press release was issued to the media
• February 4 – Alert was posted on the Acura Owners site
• February 15 – VIN search became available at
recalls.honda.com and recalls.acura.com
What will be communicated to
customers in the mailing?
Clients will initially be advised that their vehicle is affected by a
safety recall and that parts will be made available beginning in
summer. Once sufficient parts are available, clients will be notified
by mail again to visit their dealer for inflator replacement, with
priority on older models and regions affected by high absolute
humidity.
What should dealers tell
customers whose vehicles show as
included in the recall in VIN Status
Inquiry?
If the vehicle shows as affected in VIN Status Inquiry, please let the
client know the following:
• Your vehicle is part of an open recall requiring a replacement of
the driver’s airbag inflator.
• You will receive an initial notification in the mail in March.
• There are currently no replacement parts available for this
recall. Replacement parts are expected to begin arriving at
dealers this summer, but it will take some time before enough
parts will be available to repair every vehicle.
• You will be notified by mail again when parts become available
for your vehicle and you’re encouraged to visit an official Acura
dealer for repair at that time.
3
Acura 2005-2016 Multi-Model Driver’s Airbag Inflator Recall
Dealer Q&A – Updated 02.19.16
SALES
Can dealers sell vehicles with
affected VINs to retail customers?
No. All affected vehicles are on stop sale and cannot be sold until
the inflator is repaired with a counter-measured part.
Can dealers wholesale affected
units?
No. Dealers cannot sell any vehicles affected by this recall until the
required repair is completed.
The stop sale of used vehicles
under recall is an American Hondaimposed policy; it is not federally
mandated. Given this, why
couldn’t a dealer sell a used car
under recall?
Although American Honda cannot stop a dealer from selling a used
vehicle under recall, our dealer agreement states that: “Affected
vehicles should not be sold until the inspection and, if necessary,
repair has been completed. Should an unrepaired vehicle result in
any claim because of the required recall repair, the dealership will
be solely responsible to the claimant, and will be required to
defend and indemnify American Honda for any resulting claims.”
How many MY16 vehicles are
included in this stop sale?
Of the approximately 530,000 model year 2005-2016 Acura
vehicles affected by this recall, approximately 2,000 units are
unsold MY16 ILX and 10 units are unsold MY16 RDX units currently
in dealer inventory.
If a 2016 model is included in the
affected vehicle list, but a VIN
status inquiry does not show that
it is part of the stop sale, can a
dealer sell the vehicle?
Yes. The list of affected vehicle VINs for 2016 models is confirmed
and loaded into iN. If a 2016 VIN does not show as part of this
recall on iN, a dealer may sell the vehicle.
Will Acura provide dealers
floorplan and/or depreciation
assistance for recalled vehicles in
dealer inventory?
On February 11, 2016, Acura announced the Acura Trade-InAssistance Program for dealers:
Depreciation assistance for current new, used and Acura Certified
Pre-Owned Vehicles (ACPV) affected units in inventory as well as
future used and ACPV units.
• Assistance will be effective as of a vehicle’s stop sale date or
dealer acquisition date through the repair order date.
• Dealers will be reimbursed based on the variance in Blackbook
average value during that period.
Floorplan assistance for current new, used and ACPV affected units
in inventory as well as future used and ACPV units.
• Assistance will be effective as of a vehicle’s stop sale date or
dealer acquisition date through the repair order date.
• Dealers will be reimbursed at the Prime rate based on the
Blackbook average value.
• Dealers will be reimbursed for Floorplan insurance based on
the Blackbook average value.
Claiming systems for this program are currently in development
4
Acura 2005-2016 Multi-Model Driver’s Airbag Inflator Recall
Dealer Q&A – Updated 02.19.16
and should be available within the next few weeks. Thank you for
your patience.
How will dealer assistance for the
2016 ILX be calculated when there
was no average Blackbook value
on this vehicle at the time of the
stop sale?
Reimbursements will apply to all affected units as of the stop sale
date. Please refer to future bulletins for official program details.
Please note that this program ends on July 29, 2016.
We’re reviewing this issue and expect to have information for you
in the near future. Thank you for your patience while we work to
determine a reasonable and fair solution.
What should dealers do when
customers want to trade in a
vehicle included in the recall?
Dealers will have the option to take vehicles in on trade and utilize
the floorplan and depreciation assistance program American
Honda announced on February 11, 2016.
Does the floorplan assistance and
depreciation assistance apply to
recalled vehicles purchased from
other OEM dealers on trade?
Yes. The floorplan and depreciation assistance for Acura dealers
covers all affected vehicles acquired by the Acura dealer in the
normal course of doing business.
Will American Honda compensate
dealers for storage costs resulting
from the stop sale?
American Honda will not reimburse dealers for storage costs;
however we are compensating dealers at Prime for floorplan
assistance, which should help to defer other costs incurred by the
dealer.
Will Acura provide a lease
extension offer for current Acura
clients?
On February 11, 2016, Acura announced the Lease Extension
Program/ Acura Advantage Program
• Dealer-optional 6-month lease extension for maturities
ranging between February 1, 2016 and June 30, 2016.
• $1,000 loyalty offer toward Cap Cost Reduction or Down
Payment Assistance for any new and not previously reported
sold Acura vehicle leased or financed through Acura Financial
Services upon fulfillment of a 6-month lease extension.
• Please refer to bulletin (AP-D47) for official program details.
• Note: Acura is not promoting this offer to customers. It is
solely at the discretion of the dealer.
Will American Honda compensate
dealers for insurance costs
resulting from the stop sale?
Yes. As part of the Acura Trade-in Assistance Program, American
Honda will reimburse dealers for insurance costs related to the
storage of affected vehicles. We’re reviewing an appropriate
formula and expect to have information for you in the near future.
Thank you for your patience while we work to determine a
reasonable and fair solution.
What should dealers do when
customers coming off lease want
Per the lease agreement, clients have the right to purchase their
vehicle through Acura Financial Services (AFS). Clients may
5
Acura 2005-2016 Multi-Model Driver’s Airbag Inflator Recall
Dealer Q&A – Updated 02.19.16
to purchase their affected lease
vehicle?
purchase their vehicles in the same manner as they do today.
Alternatively, dealers can ground the vehicle and sell it back to the
client. The off-lease vehicle can only be sold back to the originating
lessee, with an acknowledgement signed by the client and dealer
stating the vehicle is under the recall. The dealer cannot sell the
vehicle to a different client. (The acknowledgement form will be
posted on the Interactive Network when it is available.)
American Honda’s loaner car policy remains available and also
applies to clients who purchase off-lease vehicles.
Can dealers purchase lease
vehicles at end of term?
Acura dealers may purchase affected lease vehicles at end of term
through the Vehicle Inter-Dealer Purchase System (VIPS) or
scheduled Acura-only auctions.
The off-lease vehicle can only be sold back to the originating
lessee, with an acknowledgement signed by the client and dealer
stating the vehicle is subject to the airbag recall.
Dealers are prohibited from selling the vehicle to a different client
until the repairs are completed.
Are affected vehicles purchased
through VIPS eligible for the tradein assistance program?
Yes.
How quickly will AFS retrieve their
cars if the dealer does not buy it
after end of term?
AFS understands the importance of having end of term lease
vehicles picked up in a timely manner after they have been
grounded through VIPS. AFS works with our auction partners to
have vehicles picked up within our service level agreement of (3)
three business days.
If I don’t floorplan with AHFC, will I
still receive floorplan assistance?
Yes. The floorplan assistance program will be available for all
dealers regardless of your current floorplan provider.
Would AFS consider extending
special floor lines for the amount
equal to the frozen inventory to a
non-AFS flooring dealer, so they
can try and continue to conduct
regular business?
At this time, there is no plan to extend special floorplan lines to
non-AFS flooring dealers. Dealers should be working with their
current floorplan lenders to open or increase their Used Line
Flooring, if needed. If Acura dealers are considering moving their
floorplan financing to AFS, please have them contact their Dealer
Relations Manager for details.
Can an Acura dealer retail a Honda
vehicle included in the recall?
No. Dealers should not retail any Acura or Honda vehicle under
recall. Dealers should check Acura VINs on iN and should check
Honda VINs on recalls.honda.com.
6
Acura 2005-2016 Multi-Model Driver’s Airbag Inflator Recall
Dealer Q&A – Updated 02.19.16
Will American Honda provide
assistance to Acura dealers for
Honda vehicles included in the
recall?
Yes. The assistance programs announced on February 10, 2016 will
also apply to ACPV and used Honda vehicles.
Is Acura planning to suspend
current pull-ahead programs?
No. Based on dealer requests and feedback that there is new car
availability to support these programs, Acura will not suspend the
current pull-ahead programs.
Will Acura eliminate the ACPV
requirement for Dealership of
Distinction in light of the recall?
Yes. Acura is eliminating the ACPV-to-new ratio requirement for
the 2016 program.
Will Acura eliminate the ACPV
requirement for Standards Bonus
until replacement parts are
available to repair affected
vehicles?
Yes. Acura will suspend the ACPV-to-new ratio requirement for the
Acura Standards Bonus Program until further notice.
What happens if a dealer wants to
recertify a recall-impacted vehicle
and incurs additional
reconditioning expenses?
Acura will reimburse a $200 TQI/inspections fee on all impacted
vehicles listed in the dealer’s Certified Pre Owned inventory on
January 30, 2016.
Payment will be made once the recall has been completed and the
vehicle is RDR’d. Claims for reimbursement will be made through
the Acura Performance Center. A bulletin with details will go out
regarding the claim process.
Payment will be made following the process through the Dealer
Performance Center.
If a dealer sold a certified preowned vehicle under recall prior to
the stop sale date, can he/she still
RDR the vehicle?
In cases where dealers sold and delivered recalled Certified Pre
Owned vehicles to customers but did not RDR the vehicle prior to
the stop sale, the Auto Remarketing team will assist you in
completing the RDR manually. We are working with our IT
department to implement a system workaround to get the RDRs
processed. In the meantime, please submit the necessary
documents to us for review and approval:
•
•
•
•
CPO Vehicle Exception Request Form (complete Section 2.
Delinquent Certified RDR)
Completed 182-Point checklist
Copies of Repair Orders
A Customer signed copy dated on or before January 30, 2016
of any of the below documentation:
o Sales Agreement or Bill of Sale
o Retail Sales Contract or Lease Agreement
7
Acura 2005-2016 Multi-Model Driver’s Airbag Inflator Recall
Dealer Q&A – Updated 02.19.16
o
Finance Agreement (if applicable)
Please send those documents to:
[email protected].
Upon receipt and approval of the documents, Auto Remarketing
will scan them and store in PDF file. Once units are approved and
the system workaround in place, the dealer notified via email that
they can RDR the vehicle.
SERVICE
Is there a service bulletin for this
safety recall?
We have issued bulletin 16-010, Safety Recall: Takata Driver’s
Airbag Inflator to support this safety recall. Once parts are
available, the bulletin will be revised to include warranty, parts
and repair procedure information.
What verbiage should be included
on the Repair Order?
“Customer advised that:
The vehicle is subject to a recall affecting the driver’s front airbag
inflator. Redesigned driver airbag inflators are not available for
installation at this time. Once redesigned parts are available, the
registered owner of the vehicle will receive notice to bring the
vehicle in for replacement of the component.”
If a customer receives a loaner vehicle or third-party rental for
alternative transportation until recall repairs are completed and
wishes to maintain possession of the vehicle under recall until
parts are available, also ensure that the customer executes the
stand alone Vehicle Retention Owner Indemnification Agreement
provided through iN.
If a customer’s airbag has
deployed, should the dealer
replace the airbag with available
parts?
Acura cannot replace or supply a replacement Driver SRS module
for these affected vehicles at this time; alternate transportation
should be offered to the client until SRS modules containing
updated inflators become available.
How will parts be prioritized for
waiting customers?
Due to the regional nature of high temperature and high absolute
humidity, customer mailings will be conducted in high absolute
humidity regions first, with the earliest model years receiving
priority. Acura will notify dealers once this activity begins. Once
parts are available, we will focus initially on high humidity markets.
Note: Fourteen U.S. states and territories designated by Honda as High Absolute
Humidity regions: Alabama, California, Florida, Georgia, Hawaii, Louisiana,
Mississippi, South Carolina, Texas, Puerto Rico, the US Virgin Islands, Saipan,
Guam and American Samoa.
Will this new recall impact efforts
related to the previous Takata
No. This is a new safety recall. With your great support, American
Honda has replaced about 50% of the inflators identified in
8
Acura 2005-2016 Multi-Model Driver’s Airbag Inflator Recall
Dealer Q&A – Updated 02.19.16
inflator recalls?
previous recalls. We have sufficient parts in stock for all these
vehicles affected by the older recalls and we’re continuing our
outreach efforts to those customers. There’s plenty of work to do
between now and the arrival of the new recall parts to continue
this effort, so we ask that you please maintain your current
staffing levels. When a customer contacts your dealership, please
be sure to clearly identify which recall the vehicle falls under. We
DON’T want to mistakenly turn away vehicles associated with the
older recall.
LOANER VEHICLES
Should dealers provide concerned
customers with a loaner or rental
vehicle?
Yes. Dealers should provide a loaner car to any customer who
requests one while their vehicle is awaiting repair. Also, an
exclusive service offered by Acura are loaner vehicles to customers
under the age of 25. This policy also applies to customers who
purchase vehicles coming off lease. It is preferred that dealers
offer ACCP vehicles to customers. To receive reimbursement for
use of your ACCP vehicles, file rent back expenses through sublet
R9 in the warranty claim. If using third party rental vehicles, obtain
authorization from DPSM and rental expenses through sublet R3 in
the warranty claim.
Can loaner vehicles included in the
recall be loaned out to clients?
No. See Acura Dealer Operations Manual section 15.6.
How can dealers confirm if a
loaner vehicle is included in the
recall?
ACCP vehicles must be checked individually via iN “Service” >
“Vehicle Information” > “VIN Inquiry.”
Will American Honda provide
dealer support for loaner vehicles
affected by the recall?
Acura will allow dealers to remove affected stop sale units prior to
3 months in-service without subsidy chargeback. We will also
allow dealers to input non-affected models from new vehicle
inventory, including new 2015 TLX models, to replace the affected
vehicles removed due to the recall. Acura is introducing an
enhancement to the ACCP program that will include 2015 and
2016 TLX models. Please refer to a future bulletin for official
program details. In addition, we will continue the opportunity for
dealers to expand their subsidized ACCP fleet to 80% or higher of
their daily CP and Warranty repair order counts, with zone
approval. To maximize your use of the ACCP program, Acura
recommends replacing affected ACCP units immediately under the
“Acura Trade-in Assistance” incentive offer.
Will Acura provide ACCP
Assistance Cash to support dealers
in transferring ground stock into
their ACCP service fleet?
Acura has announced Marketing Bulletin AP-D48 that provides
assistance for dealerships that have an immediate need for
additional loaner units stemming from the recent airbag
recall/stop sale. AP-D48 offers dealers $500 ACCP Assistance Cash
9
Acura 2005-2016 Multi-Model Driver’s Airbag Inflator Recall
Dealer Q&A – Updated 02.19.16
for transferring 2015/2016 TLXs and 2016 RDXs into ACCP service
prior to March 31st.
Will Acura reimburse dealers for
the $500 ACCP Assistance Cash
(AP-D48) if the dealer transferred
2015/2016 TLX and 2016 RDX units
into their ACCP fleet prior to the
bulletin?
Yes. Any 2015/2016 TLX or 2016 RDX transferred into ACCP in the
months of February or March will be eligible for the $500 ACCP
Assistance Cash.
One of the requirements of the
ACCP program is that the unit must
have been originally invoiced to
the dealer wanting to place that
unit into ACCP status. If dealers
need to supplement their ACCP
fleet due to the recall but have no
MY15 TLXs, will Acura suspend this
requirement and allow dealers to
transfer MY15 TLXs from another
dealer specifically for ACCP
inventory?
No, to transfer vehicles from new dealer inventory into ACCP
loaner service the stock unit must to removed and re-invoiced
from AHM. During the re-invoicing process credits can only be
transferred back to the original invoicing dealer.
Will dealers still receive the
monthly subsidy for ACCP vehicles
affected by the recall?
Dealers have two options for their ACCP vehicles included in the
recall:
1. Dealers can opt to transfer recalled vehicles from their ACCP
fleet to their used inventory and receive floorplan and
depreciation assistance from American Honda.
OR
2. Dealers can choose to leave recalled vehicles in their ACCP
fleet and simply remove them from service and continue to
receive the monthly subsidy.
Can a dealer use a third party
rental car company and get
reimbursement?
Yes, Acura will provide dealers reimbursement for use of third
party rentals. The preferred process is to use ACCP vehicles when
possible to maximize client satisfaction. Dealers should negotiate
extended term rates with rental agencies if necessary.
Can a customer receive a loaner
vehicle from the dealer and still
keep his/her recall-affected
vehicle?
Should you receive a request for alternate transportation from a
customer affected by this recall where a campaign part is not
available for the repair, please follow the procedures outlined in iN
Message: “Stop Sale/Safety Recall: 2005-2016 Multi-Model
Driver’s Airbag Inflator- Alternate Transportation Procedures
Where Parts Are Not Available For the Repair” sent on February
17, 2016.
Can a customer keep a loaner
No. Per the requirements of American Honda’s ACCP insurance
10
Acura 2005-2016 Multi-Model Driver’s Airbag Inflator Recall
Dealer Q&A – Updated 02.19.16
vehicle for more than 30 days if
parts are not yet available to
repair his/her vehicle?
carrier, the client cannot be loaned a vehicle for longer than 30
days. At 30 days, the vehicle has to be inspected and/or
exchanged for another vehicle and the client must sign a new
agreement. This enables to dealer to complete any required
service maintenance.
Can a dealer expand his/her fleet
size due to client demand related
to the recall?
Please contact your DPSM to make ACCP fleet increase requests.
The Parts and Service Zone Manager will work in conjunction with
Acura Financial Services to review requests on a case-by-case
basis.
Can dealers pull recall-affected
vehicles out of the loaner car
program without penalty prior to
the minimum in-service
requirement?
Yes. For all recall-affected ACCP units, the subsidy charge will be
waived for removal from the program prior to the 3 months inservice minimum.
Will clients be required to continue Yes.
to make their monthly payment to
Acura Financial Services while
driving a loaner vehicle?
11