HONDA CR-V Incident

Honda customer service contacted and confirmed with the customer that the vehicle was in an accident and that the passenger side airbags deployed. The customer stated there were no injuries. I empathized with the customer and stated I was glad no injuries were sustained. I asked the customer to provide a brief description of the accident. The customer stated he was on an 8-hour drive and was on a two-way road and to not get tired he had LKAS and ACC on. The customer stated that ACC was set to 65 MPH and the distance was set to two bars. The customer stated there was only a line in the middle of the road since it was only a two-way road but can't remember the color of the line. The customer stated that suddenly the vehicle steered to the right, and he hit a fence. The customer can't remember if the LKAS indicator line were filled or blank but stated that it was hard to control the steering as it was steering itself. The customer stated he drove the vehicle away from that and when he got to a railroad crossing, he stepped on the brakes and the vehicle did not stop and he lost control of the vehicle. The customer stated that this is after the first incident of hitting the fence and ACC and LKAS were not on at this time because there were errors on the dash. The customer stated he contacted his insurance company, and they said this will be a total loss but hadn't not processed the total loss yet. NOTE: We recently let NHTSA's Office of Chief Council know about this past incident from 2023.