The Issue
I own a 2023 Honda Odyssey. When the power tailgate stopped working, I did what many car owners would do—I looked up the warranty. The specific system was outside of warranty coverage (over 30,000 miles and 3 years), so I decided to investigate the problem myself to save money on repairs.
After removing the interior panels to access the tailgate components, I discovered something I never expected: significant rust and corrosion that clearly was not from normal use.
What I Discovered
- • Rust formation behind the interior panels
- • Green corrosion on the power tailgate control unit (part #74970-THR-A12)
- • Dried water stains showing evidence of pooled water that evaporated over time
- • Signs of repeated slow water exposure—not a single incident
Important context: While researching repair videos, I discovered a class action lawsuit affecting 2018-2021 Honda Odyssey models for the exact same issue—the glue in the body seams failing, allowing water intrusion. My 2023 model appears to have the same systemic problem.
Timeline of Events
Vehicle Purchase
Purchased 2023 Honda Odyssey from Pohanka dealership
Tailgate Failure
Power tailgate stopped functioning properly
Self-Inspection
Removed interior panels to diagnose the issue; discovered extensive water damage and corrosion
Research
Found class action lawsuit for 2018-2021 models with identical body seam glue failure
Dealer Response
Pohanka refuses coverage because I removed the panels to inspect the issue
Official Honda Response
Honda's District Parts & Service Manager denies warranty assistance because "the vehicle was not presented in its original, factory-assembled condition"
Their Official Response
The following is Honda of Salisbury's official email response:
"We escalated your concern to our District Parts & Service Manager (DPSM), who reviewed the images and details provided. Based on that review, because the vehicle was disassembled and electrical components were taken apart prior to inspection, Honda cannot provide warranty assistance for the necessary repairs."
"Because the vehicle was not presented in its original, factory-assembled condition, warranty coverage cannot be applied to restore normal function."
"At this time, we are more than willing to work with your insurance company to assist in getting your vehicle back to proper working condition."
Translation: They acknowledge the damage exists. They simply refuse to cover it because I discovered it myself instead of paying them to discover it for me. The rust and corrosion existed whether I looked or not.
The Google Review Exchange
After receiving no resolution, I left an honest Google review. Here is the exchange:
So my tailgate on my Honda Odyssey that I purchased from Pohanka Honda in Salisbury, MD stopped working. I removed the interior panels to look at the actuator and the struts to see if I could diagnose the problem. I found rust inside the interior of the walls. There are no windows that roll down back there. I do not have a window in the back that rolls down.
In 2018 Honda had a class action lawsuit for a similar problem on similar vehicles including the Odyssey. If I had not taken the panel off I would not have found the rust nor known it was an issue that developed over time. The body of the car was failing for the last 3 years while I was driving it.
I took it to Honda and they have conveniently wiped their hands of it. They first tried to wipe their hands by blaming in on corporate saying they refused it, now they have taken refuge in the paperwork. Because I took it apart and brought it up there they are magically not liable. There is no culpability for F's given. They get to just say, thank you for your generous purchase, you should have read the paperwork.
Please remember this when buying a car. Also please share and tag this with anyone who works there and places to get the word out.
"We are committed to improving and would like to invite you to contact us directly at social@pohankaofsalisbury.com to discuss how we can resolve this issue. Thank you for your honest feedback. We pride ourselves on maintaining the highest quality standards for our customers but we didn't measure up. Your feedback is valuable to us, and we'll use it to improve our products and services in the future. Your review means a lot to us. We hope to hear from you soon."
The Problem: This response came after I had already:
- Visited them in person at the dealership
- Communicated via email where they formally denied my claim
- Included their official denial email in the Google review itself
Yet their automated response asks me to "contact us directly... to discuss how we can resolve this issue." We already discussed it. They refused. This completely automated canned reply is performative customer service theater—not genuine engagement. They didn't read my review. They didn't even try.
The Real Problem
My car is only 3 years old. I do not leave my tailgate open, especially not in the rain. The level of rust and corrosion I found is not consistent with occasional rain exposure—it indicates a systemic manufacturing defect where water has been slowly entering the body through failed seam glue.
Had I suspected this was a body defect rather than a simple component failure, I never would have opened the panels myself. I would have taken it directly to the dealer. But how could I have known? The part that failed was the power tailgate—not the body of the vehicle.
Now the dealer says it is my problem because I looked. But looking did not cause the rust. Looking did not cause the glue to fail. I simply discovered what was already there.
Have You Experienced Something Similar?
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