Acura of Fremont

Initial Business Response / [redacted] (1000, 10, 2015/12/16) */ ***Document Attached [redacted] COPY OF REPAIR ORDER ATTACHEDCUST BROUGHT VEH IN FOR THE CHECK ENG LIGHT BEING ONWAS GIVEN A PRELIMINARY ESTIMATE OF $FOR DIAGNOSISVEH HAD MULTIPLE CODES STORED, P1166, P1167, PWE CALLED HIS SERVICE CONTRACT COMPANY FOR AUTHOTIZATION TO REPAIR, BUT THEY SAID THESE ITEMS WERE NOT COVERED BY THE CONTRACTWE INFORMED THE CUSTOMER OF THIS AND HE DID NOT WANT TO AUTHORIZE THE REPAIRS HIMSELFSO WE ONLY CHARGED $(WHICH WOULD HAVE BEEN HIS DEDUCTABLE IF REPAIRS WERE AUTHORIZED BY THE SERV CONTRACT CO)FOR THE INITIAL DIAGNOSIS, INSTEAD OF THE $HE AUTHORIZED, AND HE TOOK HIS VEHICLE UNREPAIRED

Initial Business Response / [redacted] (1000, 5, 2015/09/14) */ This vehicle did have a service performed months ago,(?) which included a tire rotationAlso, as indicated on the invoice, the brakes were inspected and measuredThis is accomplished by removing the wheels It would seem to me that the tires would have been rotated as requested at that timeAssuming they weren't, the charge for rotating tires is $We would be willing to provide a store credit of $to the customers account for future service as a goodwill gesture Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate Acura of Fremont's response to my complaint It is difficult for me to understand why the tires were not swapped as they try to explainIs it because they reinstalled the tires on the same location without rotating them as part of brake inspection serviceIf I check the tires on my car, I have original tires that came with the car and it does not have any patchesand the 4th tire is the new one which also does not have patchKnowing this data, I am pretty convinced that the promised service was not delivered I do not plan to return to Acura service in Fremont as it is matter of trusting them if they will deliver the service I requestThe $store credit does not help as I won't use it plus the cost I had to bear due to their mistake was times what they are offering - [redacted]

Initial Business Response /* (1000, 10, 2015/12/16) */
[redacted]Document Attached[redacted]
COPY OF REPAIR ORDER ATTACHED. CUST BROUGHT VEH IN FOR THE CHECK ENG LIGHT BEING ON. WAS GIVEN A PRELIMINARY ESTIMATE OF $92.50 FOR DIAGNOSIS. VEH HAD MULTIPLE CODES STORED, P1166, P1167, P0700. WE CALLED HIS SERVICE...

CONTRACT COMPANY FOR AUTHOTIZATION TO REPAIR, BUT THEY SAID THESE ITEMS WERE NOT COVERED BY THE CONTRACT. WE INFORMED THE CUSTOMER OF THIS AND HE DID NOT WANT TO AUTHORIZE THE REPAIRS HIMSELF. SO WE ONLY CHARGED $50.00 (WHICH WOULD HAVE BEEN HIS DEDUCTABLE IF REPAIRS WERE AUTHORIZED BY THE SERV CONTRACT CO)FOR THE INITIAL DIAGNOSIS, INSTEAD OF THE $92.50 HE AUTHORIZED, AND HE TOOK HIS VEHICLE UNREPAIRED.

Initial Business Response /* (1000, 5, 2015/09/14) */
This vehicle did have a service performed 11 months ago,(?) which included a tire rotation. Also, as indicated on the invoice, the brakes were inspected and measured. This is accomplished by removing the wheels It would seem to me that the tires...

would have been rotated as requested at that time. Assuming they weren't, the charge for rotating tires is $29.95. We would be willing to provide a store credit of $50.00 to the customers account for future service as a goodwill gesture.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate Acura of Fremont's response to my complaint.
It is difficult for me to understand why the tires were not swapped as they try to explain. Is it because they reinstalled the tires on the same location without rotating them as part of brake inspection service. If I check the tires on my car, I have 3 original tires that came with the car and it does not have any patches. and the 4th tire is the new one which also does not have patch. Knowing this data, I am pretty convinced that the promised service was not delivered.
I do not plan to return to Acura service in Fremont as it is matter of trusting them if they will deliver the service I request. The $50 store credit does not help as I won't use it plus the cost I had to bear due to their mistake was 5 times what they are offering.
-[redacted]

Initial Business Response /* (1000, 5, 2015/12/14) */
Copies of repair orders are attached for your review. Not much else to respond to as the invoices articulate each visit. As indicated on the final invoice # XXXXXX, we were unable to identify any abnormal noise while driving WITH the customer....


Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Like I said, only the Acura of Fremont dealership does not hear the noise. Everyone can hear the noise and it's annoying. They are saying they can't identify noise because they can't fix it. It's absolute illegal to sell brand new cars and customers have to deal with this kind of nonsense. I do not accept their response and require further actions.
Thanks,
[redacted]