I would like to report of poor quality and low grade customer service for Honda America and LA Downtown Honda Dealer. On September 23rd, 2012, my family was getting ready to move from Carlsbad, CA(San Diego County) to LA County. My boys and I were loading up the Honda Odyssey that had been leased in mid-August of 2012 from LA Downtown Honda Dealer. All doors, two sliding doors and trunk, were opened for air flow and easy loading. When we were done, I tried to close the sliding doors with the key, but it got jammed. I tried several times to close the door with the key and the button on the car. After several unsuccessful attempts, I tugged the door trying to close the door manually. However, the sliding door collapsed and hung on top wires!! If I didn’t quickly catch the door, it could have fallen on one of my sons! One son was lightly hit by the door and no actual injury was done, but the devastation and the scare surpasses that! I tried to reinstall the door somehow holding on to the sliding door handle, but the door moved back and forth damaging(scratching up) the side of the car. I had towed the car to Carlsbad Hoehn Honda Dealer because I was told by LA Downtown Honda that any Honda dealer can receive the car and deal with the problem. However, I found out that I couldn’t get a loaner car from a different dealer, if the car had been towed to Carlsbad, after the fact. My family was already moved without a car. I had reported to the Honda America in Torrance of the matter, and they had made me wait while they investigate. I called LA Dealer for help with a loaner car, I called Carlsbad, but they all said it is not their policy and refused to help us. After being without a car for one week, I had no choice but to rent a car on our own. I couldn’t work for few days because my wife didn’t have a car to pick up our kids to and from school and run errands. I finally received an email from Carlsbad Hoehn Honda that the Odyssey will be ready on Tuesday, October 9th. Due to the circumstance, I spoke to the case manager at Honda America for a delivery of our car and a reimbursement of the rental car. The case manager inconsiderably refused the request saying that it is not in their books to do so. After several minutes of intense conversation, the case manager, Sharon, comes to “considering a partial reimbursement” of the rental cost. As of 10/12/12, I have picked up the car from Carlsbad Hoehn Honda after driving down with the rental car yesterday. I heard that the Odyssey was fixed out of “good will” instead of warranty because Honda cares about “quality”. What good will?!! This should never have happened in the first place!! This is a family car that many people drive with their children as passengers. The door should not come off in the first place!! The car may have been fixed. However, the constant reminder causing mental and psychological stress of what had happened every time my wife drives the car is far beyond driving a “fixed car”. She is the one who will be driving this car most of the time with our kids, and it hurts to see her so stressed! What’s more appalling is the attitude that Honda America and LA Downtown Honda have shown us. They were unresponsive to their customer and irresponsible with customer service. An employee of Carlsbad Hoehn Honda was the only one trying to help in this ordeal. Graciously, Hoehn Honda have decided to cover our entire rental car cost. Until this day, I have not heard anything from the case manager regarding the reimbursement. LA Downtown Honda, even after several contact attempts, messages, and voicemail to the General Manager, I have not received any response. Is this the kind of customer service that a worldwide known car company does to its customers? All my respect for Honda of being a “quality car maker” is shattered! What my wife wants is the termination of this lease contract. She wants to forget about the devastation and the disappointment shown by Honda America and go on with our lives. She does not want to be constantly reminded of the ordeal for the next three years every time she drives the car with our three children. She wants to feel comfortable in the car she drives, not cringe up and be uptight. I had requested for a special release from the lease contract because this was not a small issue from the beginning. However, the Honda America case manager just keeps telling us that nothing can be done. She was just “going by the book”! She just kept saying “no that's not how we do it”! My wife and I wonder how other families will feel about the Odyssey now if they found out what could happen. We definitely, after this experience with Honda America, will never consider getting another Honda and will never recommend to others, especially family and friends. My sister’s family, who were actually considering the Odyssey, has lost interest after hearing what had happened to the car and how we were treated by the company.