Acura of Riverside

Initial Business Response / [redacted] (1000, 5, 2016/01/28) */ [redacted] , Just an update for you I have left a voicemail this morning at 11:30am for Mr [redacted] to contact me directly so I can handle his case and get it completed in a timely fashion Details of case known as of now...sold us a Honda element 12/18/and hasn't received check Thank you [redacted] Final Business Response / [redacted] (4000, 9, 2016/01/28) */ Update, we received the title 1/26/and mailed his check to Mr [redacted] yesterday

Initial Business Response / [redacted] (1000, 5, 2016/05/12) */ Regarding [redacted] Case # XXXXXXXX May 12, Mr [redacted] did purchase and MDX on April 18thThis vehicle was delivered to an address in Washington by truck which Mr [redacted] scheduled himselfDue to an issue with financing we are not able to send Mr [redacted] the title or MCO so that he can register his MDX in the state of WashingtonMr [redacted] is aware of a document that only he can provide and is required to finalize the contract with Acura FinancialI have communicated with Mr [redacted] and on May 10th, we assisted Mr [redacted] is obtaining a day drive outMr [redacted] is waiting for proof of the Bank stipulation to be mailed to him which he will then forward on to Acura of RiversideOnce we have this information, Acura Financial will fund our contract and we can then provide the documentation he needs to register his MDX in Washington My involvement with the situation began on Monday, May 10thI started on Friday, May the 6th, as General Manager of Acura of RiversideWe know how important our relationships with our customers are and feel that as of today we have assisted in providing a solution to allow the customer to be able to drive the vehicle and we are also paying a prorated portion of his first payment because he was not able to drive the car while it was not registered Thank you for your attention to this matter and please let me know if you need anything more from Acura of Riverside Regards, [redacted] General Manager Acura of Riverside

Initial Business Response /* (1000, 5, 2016/01/28) */
[redacted],
Just an update for you I have left a voicemail this morning at 11:30am for Mr. [redacted] to contact me directly so I can handle his case and get it completed in a timely fashion.
Details of case known as of now...sold us a 2008...

Honda element 12/18/2015 and hasn't received check
Thank you
[redacted]
Final Business Response /* (4000, 9, 2016/01/28) */
Update, we received the title 1/26/2016 and mailed his check to Mr. [redacted] yesterday .

Initial Business Response /* (1000, 17, 2016/04/05) */
Here is one of the emails getting corporate Acura involved, I believe when he came this time in December the factory was here and inspected and tested the vehicle.
It was performing as designed at this time. I will send you a screenshot of...

the repair orders from 2015 attempting to resolve this for Mr. [redacted].
Seth king was our corporate Acura representative.
[redacted]
Fixed Operations Director
Acura of Riverside

Initial Business Response /* (1000, 5, 2016/05/12) */
Regarding [redacted] Case # XXXXXXXX
May 12, 2016
Mr. [redacted] did purchase and MDX on April 18th. This vehicle was delivered to an address in Washington by truck which Mr. [redacted] scheduled himself. Due to an issue with financing we are...

not able to send Mr. [redacted] the title or MCO so that he can register his MDX in the state of Washington. Mr. [redacted] is aware of a document that only he can provide and is required to finalize the contract with Acura Financial. I have communicated with Mr. [redacted] and on May 10th, we assisted Mr. [redacted] is obtaining a 60 day drive out. Mr. [redacted] is waiting for proof of the Bank stipulation to be mailed to him which he will then forward on to Acura of Riverside. Once we have this information, Acura Financial will fund our contract and we can then provide the documentation he needs to register his MDX in Washington.
My involvement with the situation began on Monday, May 10th. I started on Friday, May the 6th, as General Manager of Acura of Riverside. We know how important our relationships with our customers are and feel that as of today we have assisted in providing a solution to allow the customer to be able to drive the vehicle and we are also paying a prorated portion of his first payment because he was not able to drive the car while it was not registered.
Thank you for your attention to this matter and please let me know if you need anything more from Acura of Riverside.
Regards,
[redacted]
[redacted]
General Manager
Acura of Riverside

Initial Business Response /* (1000, 5, 2016/05/24) */
First in response to the main detail of Ms. [redacted]'s letter yes sadly her vehicle did get taken from our service department April 2,2016. This happened while the technician was performing a two hour navigation upgrade on her vehicle which...

requires the vehicle to be running the whole time. The technician had the vehicle parked at the edge of his work area and the vehicle was taken when he stepped to his tool box to retrieve a needed tool about 10-12 feet away from Ms. [redacted]'s vehicle, other than this time the technician was in or at her vehicle the complete time.
That being said due to this unfortunate act by a thief we have severely upgraded our practices and policies at our whole dealership. We are completely apologetic her vehicle was taken but yet grateful recovered with no damage what so ever within six days according to the riverside police detectives handling the case. In fact within a couple hours of finding this vehicle at a motel in our city of Riverside the detectives contacted Ms. [redacted] and gave her vehicle back to her and according to the detective who called me personally on my cell phone stated she was relieved and ecstatic nothing was wrong with her car. The moment her vehicle was taken our service manager informed her and immediately put her in a loaner vehicle which was a brand new 2016 Acura ILX which she remained in for the next few days until the police recovered her vehicle in the same shape it left here in.
We were extremely supportive and shocked as well when her vehicle was taken, but as any great business would do we took full responsibility in getting a quick resolution to the situation. We also of course took care of meaning paid for her repair invoice from April 2, 2016 the day of the incident. Due to Ms. [redacted] being a long time guest of our store we are more than willing to help her with some of her next vehicle needs and am willing to offer the following to her...
1. Acura of riverside is willing to pay for her next minor service needed meaning the oil change, tire rotation, and brake inspection normally costing $109.99 per visit. All other required and recommended vehicle items would be the responsibility of Ms. [redacted] to keep her vehicle in tip top shape and of course most of all safe.
2. We Acura of Riverside also offer to do a complete interior and exterior vehicle one time detail so her vehicle is completely clean and perfect for her moving forward, we don't want her vehicle to smell anything like what activities the thieves performed. The normal charge for this is normally $169.99.
3. This offer is to make amends for the inconvenience of having her vehicle taken from our service department, this being said all of these services offered must be performed her at our dealership Acura of Riverside only. This is a value of $279.98 plus any applicable taxes and is good will offer to help regain the trust of Ms. [redacted]. This offer is good until 12/31/2016 as I'm sure she will want to get at least the detail done right away.
4. At each visit we will do a thorough and complete vehicle inspection prior to and post working on Ms. [redacted]'s vehicle to ensure we return this to her in the same or better condition she brought the vehicle in with. We hope this resolves the issue Ms. [redacted] has with our dealership and allows us an opportunity to earn back her trust as a valued guest of Acura of Riverside just as before this incident.
[redacted], again thank you for allowing me to make this response to case number XXXXXXXX as we know you have always been more than fair in these situation. I look forward to resolving this case today and hearing back from you.
Thank you
[redacted]
Acura of Riverside
Initial Consumer Rebuttal /* (3000, 7, 2016/05/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I return their vehicle 2 days after my vehicle was stolen and obtained a rental vehicle from my State Farm insurance claim. I did not keep their vehicle the entire time my vehicle was missing. I've already stated in the complaint that my vehicle was recovered 6 days later. I will not be returning Riverside Acura for any type of services on my vehicle. Im more then happy for them to pay for a basic service and detail at a different delaership. For them to say that I had their vehicle the whole time is false and the vehicle they they have me wasnt comparable to mine. I had to have the keys replaced on my vehicle which was not cheap along with am expensive detail due to my car smelling like drugs and whatever else. Im very disappointed with this delaership and will not be recommending anyone to go there. The service advisor was very nice to me but this whole experience leaves me with a bad taste in my mouth and I wont be back.
Final Business Response /* (4000, 9, 2016/06/01) */
Good morning [redacted],
In response to Ms. [redacted]'s desired resolution, Acura of Riverside stands by its offer in our detailed response sent on May 24th. We feel that this is fair as Ms. [redacted] has been a long time guest of Acura of Riverside, with wonderful business relationships with most team members here.
Please again extend our offer to take care of her next Acura A1 service due and to do a full detail of her vehicle here at Acura of Riverside, again this offer extends until December 31, 2016.
Thank you so much for your help resolving this case today
[redacted]
Acura of Riverside