Acura of Ocean

Complaint: [redacted] I am rejecting this response because: This response is quite comicalThere's two sides to every story and three when the truth gets toldI wasn't looking for more excuses in this complaintI just want others know how they treat now former long time customersLike I said in the first complaint, if any of this is true, it was never communicated to me throughout the entire processAll that was said to me was, if we decide to buy it we'll cover the disposition feeIf they actually believed the response they just issued, they wouldn't have flatly lied and said "it didn't work out we returned it to Acura" while buying and selling it within two weeks since it was a great car The only reason I had to make a public complaint was that after multiple attempts to get transferred to a sales manager, my requests were denied saying "you can call back and ask for one but I'm not transferring you"At which point I told he salesman the consequences of his actionsHe got quite upset (much more in line to how they describe my actions in their response) and said "I make no money on your family anyway, we don't need your business"To which I hung up on him as he continued to yell and made this public responseI didn't need to stoop to their level despite their best efforts to describe me in that mannerIn the end, this is an extremely minor event in my lifeI have a great new [redacted] which is a far superior vehicle and they lost long time customers over $I was hoping they would ultimately realize that they are not in the new car businessThey are in the relationship businessThere are about Acura dealerships in a mile radius from my houseNothing they offer is unique aside from customer relations which, separate from this unfortunate event they have always been horrendous through not negotiating over the phone, requiring a $deposit to 'ensure you're serious about the deal' and signing a letter of intent before a price is reachedThese juvenile sales tactics may be worthy of [redacted] but not a true luxury vehicle establishment All of this could have been avoided if I was told I would have to incur this payment from the beginning like I said in the original complaintInstead, I'm sure they will not listen to anything I'm saying here and continue to dig their pit of lies deeper and deeper with petty excusesThat's their choice and they will have to live with the karma and continued baggage that goes along with itIn the mean time, I'll go on with my beautiful life far away from the negativity that is Acura of Ocean

This situation all began when the complainant called our dealership to find out if we would be interested in buying his lease out (that was expiring) so that the disposition fee that was the complainant's responsibility could be waived Since he and his family had bought multiple cars here we told him to bring the car in and we would see if we could help outAfter looking at the vehicle and what we had to pay for it we informed the customer that we would not be able to buy the car and save the disposition feeWe are given a second option once the leased vehicle has been returned which allows us to purchase the vehicle for a reduced price, which we did choose to doWhen it is done this way the disposition (which is the complainant's responsibility) does not get waivedThe complainant refused to believe this as true but it isWe never promised at any point that this fee would be waivedWe stated that we would try to accomplish thisDuring the follow up phone call our salesperson was barely able to get a word in because he was being berated unmercifullyWe were trying to help this person out and were unable to do that, but at no point did we ever promise that his fee would be waivedThis is his fee that he was well aware that he had to pay since he did not get another Acura as his lease contract states

To *** ***
** *** did bring her vehicle to us to have the airbag recall performed in June of this year. Her Acura vehicle had miles on the odometer on this visitAs we do upon every visit to our dealership, we inspected her vehicle for factory
recommended maintenance services based on age and mileage of vehicle and overall condition. We inspected the vehicle and at that time we recommended multiple maintenance items for her vehicle including front and rear windshield wipers (we recommend replacement two times per year at a cost of $plus tax), replacement of the automatic transmission fluid (we recommend replacement every 30,miles at a cost of $plus tax), replacement of engine PCV valve (we recommend replacement every 30,miles at a cost of $plus tax) and front and rear brake job (our brake rotors generally last 60000-miles until replacementHowever a brake job consisting of refinishing and smoothing out the surface of the rotors and installing new brake pads usually is needed half way through the life of the rotors, around 30,to 35,miles at a cost of $for the front and $for the rear brakes). The total of the service should have totaled $including sales tax. Although *** *** is correct that we told her that her brake vibration was exacerbated by her vehicle not being used for a while but we informed her the brake job was to be due very soon. We understood she was upset about this, and for the sake of good will, we decided to perform the rear brake job for free and she paid for the front. Then to further satisfy a good customer we gave her another 10% off the whole billHer bill of $became $532.22, a savings of $349.70, and only $after taxes was for the brakes. I feel our service deptwas more than fair and accommodating to a good customer such as *** *** I would be happy to discuss with *** *** and you at your convience. Thank you *** Steve

Complaint: [redacted]
I am rejecting this response because:
This response is quite comical. There's two sides to every story and three when the truth gets told. I wasn't looking for more excuses in this complaint. I just want others know how they treat now former long time customers. Like I said in the first complaint, if any of this is true, it was never communicated to me throughout the entire process. All that was said to me was, if we decide to buy it we'll cover the disposition fee. If they actually believed the response they just issued, they wouldn't have flatly lied and said "it didn't work out we returned it to Acura" while buying and selling it within two weeks since it was a great car. 
The only reason I had to make a public complaint was that after multiple attempts to get transferred to a sales manager, my requests were denied saying "you can call back and ask for one but I'm not transferring you". At which point I told he salesman the consequences of his actions. He got quite upset (much more in line to how they describe my actions in their response) and said "I make no money on your family anyway, we don't need your business". To which I hung up on him as he continued to yell and made this public response. I didn't need to stoop to their level despite their best efforts to describe me in that manner.
In the end, this is an extremely minor event in my life. I have a great new [redacted] which is a far superior vehicle and they lost long time customers over $350. I was hoping they would ultimately realize that they are not in the new car business. They are in the relationship business. There are about 30 Acura dealerships in a 50 mile radius from my house. Nothing they offer is unique aside from customer relations which, separate from this unfortunate event they have always been horrendous through not negotiating over the phone, requiring a $2000 deposit to 'ensure you're serious about the deal' and signing a letter of intent before a price is reached. These juvenile sales tactics may be worthy of [redacted]but not a true luxury vehicle establishment. 
All of this could have been avoided if I was told I would have to incur this payment from the beginning like I said in the original complaint. Instead, I'm sure they will not listen to anything I'm saying here and continue to dig their pit of lies deeper and deeper with petty excuses. That's their choice and they will have to live with the karma and continued baggage that goes along with it. In the mean time, I'll go on with my beautiful life far away from the negativity that is Acura of Ocean.

This situation all began when the complainant called our dealership to find out if we would be interested in buying his lease out (that was expiring) so that the disposition fee that was the complainant's responsibility could be waived....

Since he and his family had bought multiple cars here we told him to bring the car in and we would see if we could help out. After looking at the vehicle and what we had to pay for it we informed the customer that we would not be able to buy the car and save the disposition fee. We are given a second option once the leased vehicle has been returned which allows us to purchase the vehicle for a reduced price, which we did choose to do. When it is done this way the disposition (which is the complainant's responsibility) does not get waived. The complainant refused to believe this as true but it is. We never promised at any point that this fee would be waived. We stated that we would try to accomplish this. During the follow up phone call our salesperson was barely able to get a word in because he was being berated unmercifully. We were trying to help this person out and were unable to do that, but at no point did we ever promise that his fee would be waived. This is his fee that he was well aware that he had to pay since he did not get another Acura as his lease contract states

Review: I recently leased a 2014 Acura MDX from Acura of Ocean. It is a new vehicle and we started to notice some strange noises emanating from the lower right corner of the windshield. We contacted the service department at Acura of Ocean and explained what the situation was to them and scheduled a day to bring the vehicle in for repairs. The service personnel examined the vehicle and determined it to be a issue with the dampers and had them replaced. They notified my wife that it would be a one day to have the vehicle repaired. The next day we called anticipating that the vehicle would be repaired and returned but were informed that the part had not arrived and that it would be another day. This continued for several days. My wife decided to call the service department and question why is it taking so long. Understandably my wife was irate and the customer service rep "[redacted] hung up the telephone. Upon calling the dealership once more another rep rudely told her not to call and that "We will call you when your vehicle is ready!" We really didn't know what to do. This is our only vehicle and it accommodates my whole family. They did provide us with a loaner vehicle which was substantially smaller and did not fit all of us. We resorted to taking taxi cabs along with the loaner vehicle for the duration of the repair. They wound up keeping the vehicle for a week and when it was finally returned, the issue with the noises was not repaired. On the service report it states that they changed numerous parts but none of them resolved the issue with my vehicle. We continually lease cars in order to avoid mechanics but in this instance we do feel that we are being cheated by not having our vehicle, which is brand new and under warranty, serviced properly. We are now stuck with a defective vehicle that needs to be paid for every month.Desired Settlement: A defective free vehicle.

Business

Response:

In response to the complaint made by [redacted] about her 2014 Acura MDX, Acura of Ocean is working diligently to repair this vehicle. The vehicle has a defect which is covered under Acura's warranty and is in our repair facility and should be completed within the coming days.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: It has been 3 weeks since my vehicle went into the service center at Acura of Ocean, which is ample time to make repairs. They keep moving the completion date each week. At this point I have totally given up and realize that I have been sold a defective product that even the dealership cannot fix. Feeling cheated is one of the worst feelings but knowing that you are in their hands is even worse. I am truly shocked that Acura treats their customers this way and that they provide no support for their product. I always believed that Acura and its dealerships were on par with their competitors but sadly they are not.

Regards,