B & L Supply & Installation, Inc.

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 waivedSince 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.