Blank & Cables, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: Reminder this is a Acura lease vehicle, not a loan from a 3rd party bankRegardless on what I owe on the lease wether if it's one payment, two payments, or past due paymentsThere is only ONE payoff amountAGAIN NO RECORDS of anyone from the dealership attempted to contact Acura Financial on the day of trade inWhich Acura financial specifically pointed outBut you were still able to contact Acura Financial AFTER the payoff payment was recieved to have it adjust to pay off the excessive mileageI have already provided proof, of the type of operation Acura Pohanka of Chantilly is conductingAll this time I thought your dealership provided me with free running boards since it was my 3rd leaseYou have charged me that as well, even though I signed off that I declined on any accessoriesThat was for the 2nd payment increase quote that your manager provided, I remember now, how he crossed out the info where I declined I have been a loyal ***/Acura owner/lease customer, a total of vehiclesWhich of them were lease vehiclesThis will definitely be my last
Regards,
*** ***

Vehicle came in with a
rear view mirror barely hanging on, it had obviously been repaired before
Technician attempted to fix, when he removed base a piece of the windshield
came offWe offered to replace windshield at our cost and have the mirror
installed for free, client said they would have
it done through their
insurance
When the client took the
vehicle to the glass company to have windshield replaced their cost was more
than what we had offeredApparently the expert at the glass company told the
client the reason the window broke was because the mirror had been removed
improperly
The glass broke because
the base had been improperly installed prior to the vehicle coming in to us
When the vehicle came in the windshield and mirror had issues
We explained to the client and reiterated the offer to repair windshield at our cost and have
mirror installed at no costI explained to them that was more than fair since
the rear view mirror and glass were an issue when originally brought in
Client was in for
recall on an older model car that's been in
only for warranty/recall workI felt our offer was more than fair because they do not use our service department on a regular basis, not what we would consider to be loyal client. Therefore, to ask us to pay for the labor, mirror and the windshield is excessive and unfair to us franklyI will recommend that he take the already good offer we have made, but that offer at this point will only be available if he were to remove the poor reviews he has posted on at least three sites that have seen already.From what he has replied to online today, he has already paid for it elsewhere and so at this point I ma not sure what he is looking for? Thank you,*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: as soon as I get the new contract with years on it I will accept this response
Regards,
*** ***

Date: Thu, Feb 2, at 12:PMSubject: *** case #***To: [email protected]***,The system would NOT allow to reply within the website to any of the communications on this matterAttached you will find the screenshot from Acura direct that shows THEY have it in their system as a month contract now as opposed to the monthWe submitted the changes and they have it in their system the correct wayI assume they will send or can send him a new piece of paper or something that proves further it was doneHowever, this is all I could get from them at this point. Thanks, Lenny G

To whom it may concern;This was an purchase of a high mileage older car and therefore has no warranty implied or expressedHaving said that, the client asked and was given the opportunity to have their own mechanical inspection PRIOR to purchase, which they did! After returning and discussing
the light issue with the salesperson, we further reduced the price to accommodate their concernSo, having the opportunity to have it checked, being aware of the issue itself, taking delivery and getting price relief for that specific issue, there is no reason we would have any responsibility here. We appreciate the feedback and your involvementWe will wait for your review and response. Lenny G***General Manager

The cost of a factory replacement windshield is and will always be more than that of an outside vendor or "aftermarket"Which if theirs was half as much cost, I expect it was not the factory one we quoted to themThe loyalty has everything to do with "good will", which is what the client is asking for from usFor us to replace something we believe was already broken would constitute good will and we make that decision and oblige on occasion when the client is a loyal service customerI am sorry they feel this way and we will just have to agree to disagree on this particular incidentThank you Revdex.com for the feedback and intervention in this matter

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The number of visits have not been accurately notated in their systemi.ethe return visit to repair the driver's side mirror holder wasn't notated. The vehicle was retrieved and upon arrival home the holder became attachedThus the return visit to correct this issueTherefore visits to correct a minor issueAdditionally resign documents on two separate occasions after
initial receipt of carHusbands
name input incorrectly on paperwork and in system.( Input into the system as *** *** not *** ***)Pen
and ink change done on one occasionOn the visit the next day to re-sign the documents the documents were not availableThus this I am counting as one visitThe second occassion of the paperwork being resigned, Ray the finance specialist was not available to help thus we were assisted by someone else. Upon resigning of the documents, we advised the incorrect phone number was on fileTherefore this information never was changed in the system until a later visit and I requested to ensure that the information be updated and not just completed via pen and ink change
I am not accepting the offer for free services due to the multiple number of visits to the dealership regarding a brand new car within a short period of timeI am not 100% confident in Pohanka Acura's ability to repair the vehicle correctly the first timeThis is due to the multiple visits to correct minor issues which resulted in return trips to correct the minor issues. I was advised that some of the problems were a result of the car being delivered and not properly/thoroughly being inspected upon delivery to the dealershipFor example the AC wasnt workingI was advised this was an oversight and not caught upon delivery due to the temperature outside was coldRegarding the paperwork, not only was this information given to the County but this information had to be reconveyed to the insurance company as wellThus an additional incovenienceI requested a full month's payment as a result of the multiple trips to the dealership and not having the car in my possession for a full month until recentlyI have tried reaching out to the Pohanka staff to resolve this issuehowever as noted this situation wasn't followed up by any of the Pohanka General Manager's
Regards,
*** ***-***

So sorry to hear thisWe do not guarantee MD inspections, but usually work with a client if there is an issueNone of my managers had known of this and I would like further details as to what it was that failed and what was replaced at the $Where there other things included other than the
inspection or one item that failed? Need more details to determine if any reimbursement is warranted here please?

I am sorry you feel this wayI am speaking with Elizabeth directly and she stated that it was clear we were resetting the lightSo, I am not calling you a liar or her, but clearly there is a miscommunication I will again refer you to the documents attached that clearly state the car was "AS-IS", no warranty and the signed "sue Slip" that states nothing else dueThese are standard docs that in the end we both agree this is what the deal wasUnfortunately on an older car with high miles, you will have to fix things and this is why we cannot warranty them, especially when they are sold so low, in this case it was a $3,car in totalWhy would we agree to fix or repair something that cost almost as much as the car itselfAnd after you had it inspected by your own technician? We appreciate your business and can work out a fix for a reduced cost, but repairing when we clearly made a deal on good terms should not be requested

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: ***I am rejecting this response because:The dealership sales and service department have not jointly accepted responsibility for their negligence in the service provided from the sales aspect to service aspectThe manufacturer has been the blame from day oneHowever the manufacturer was not present to sale me the vehicleThe manufacturer did not complete the sales paperwork nor provide service to the vehicle
Thus further mediation is requested from the Revdex.com to address this matterRegards,*** ***-***

Customer came in 4/6/16 for routine maintenance late in the afternoon and dropped car off with one of our evening service staff. We called her later with recommendations for additional service, one recommendation was for brake pads which were worn unevenly and almost at the indicator....

She indicated that she was going to shop around and see if she could find the same work elsewhere for less.
 
The following morning customer calls in to one of our day staff, separate individual from whom she was dealing with the night before. Customer asks if there’s any discount we can give her for brakes. She says she called around and found an independent that will do the job for $279 instead of $399 which is our price. Day shift advisor, who customer usually deals with, tells customer he will check with the night shift advisor handling her vehicle. He tells customer he'll see what we can do in regard to potential discount.
 
Somewhere along the line there's a miscommunication and the brake job is performed. When the day shift advisor calls customer back he informs her the brake job was done, customer indicates she didn't give us the approval. Because of the miscommunication the advisor apologizes and states we will give it to her for what the independent would charge. 
 
The customer was not happy so our staff member stated  we could charge $105 for the parts cost since the pads were already on the vehicle or we could put old pads back on. The pads were at 2.2mm and worn unevenly, so this vehicle needed brakes regardless of the circumstances but if she was uncomfortable paying then we would just reinstall old parts and she could take vehicle elsewhere to have them replaced.
 
The customer at this point requested our Service Manager call her, she was unhappy about the mix up and didn’t want to pay anything. The Service Manager called customer but received her voicemail, he apologized for the confusion and explained we wanted to help. He stated there was obviously a breakdown in communication, he explained the repair was necessary and that since it was done we could either just sell her the pads at $105 and absorb the labor or re-install the original pads and she could drive elsewhere and pay $279 for the repair.
 
She never called our Service Manager back, instead she called [redacted] Corporate Customer Relations to lodge her complaint. [redacted] contacts our Service Manager and he explains what had happened. [redacted] agrees that our offer is more than generous based on the miscommunication, they contact customer and explain the offer again. She accepts it and states to [redacted] that she will pick the vehicle up, this is now Monday, 4/11/16. The customer had been in our courtesy loaner car since the previous Wednesday, 4/6/16, her car had been done since Thursday, 4/7/16.
 
Customer called Service Manager on Tuesday, 4/12/16 and asks that he call her, he was out of the office until 4/13/16. In the meantime she writes an email to Pohanka Customer Relations re-stating the event. In the email she states that our Service Manager will not return her call, he called her back on 4/13/16 when he returned to the office, received her voicemail once again. He apologized again and reiterated his original offer to put the old parts on the car if she didn’t want to pay or she could leave with new brakes for $105.
 
When our Service Manager called her on 4/13/16 he explained he'd be out a few hours that day at the doctor but would be happy to meet with her any time after 4:00p. The customer had already picked up her vehicle the day before, she also did not return the Service Manager's call.
 
Please contact me should you have any further questions.
 
Lenny G[redacted]
Executive Manager
Pohanka Acura
###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Bottom line if it wasn’t offered to me then I would not have expected it. I would not be filing a complaint to the Revdex.com so either I am lying or the business is lying. Companies like Pohanka don’t do what you all did unless you are in the wrong in some way. Not only did your service manager not know where the AS1 line was neither did the person who inspected my vehicle. You can say all you want that it failed but I wouldn’t have driven back to Acura if the tint was below the line and if it was actually below the line the conversation never would have gotten past the point of me showing you the real line. I don’t care if my car never gets waxed on your dime but I do want people to know that when a representative of your organization makes a promise to your customer not only will you not uphold it but you will look a customer in the eye and lie to them. You have created one loud detractor a happy customer will refer other customers to your business and a pissed off one will tell as many people as possible of their experiences. Your business could have treated me like a human being and just talked to me. I appreciated you guys taking my tint of when you didn’t know where the line was so I got your service advisor and the tech [redacted] for lunch as a token of appreciation for going above and beyond. I was also going to write a letter to recognise then for what they did for me as a customer. Imagine how I felt when I learned all of my time was wasted because the tint never needed to be removed. I am human and your tech is human mistakes are made. Bottom line you don’t need to wax my car but you also didn’t need to be rude to me when your company was in the wrong. Your business mad a few mistakes and ultimately you didn’t listen to your customer and you thought being rude to me would fix this. You were wrong about the tint that is fact. Even if you were not wrong about it you explained to me that it failed for the wrong reason and then when you promised me something you went back on the promise and were rude to me in the process and all of this is in my opinion why others should not do business with your service department because your leadership is not accountable or honest. 
Regards,
[redacted]

This issue really has to be dealt with between us and the client ([redacted] since [redacted] was not on the deal or involved with this transaction in any way. Due to privacy law, we can only deal with him in terms of any negotiations of trade in or otherwise. Unless she has...

since received a power of attorney to negotiate on his behalf, we simply cannot deal with her on this matter without [redacted] present or involved in some way. On a side note, the father did ultimately authorize and sign over title allowing the son to trade in for the newer TLX. So, not sure what we have done wrong here? We are happy to assist in any way we can to resolve this matter amicably. However, the vehicle is worth what it is worth and there are taxes, tags and other fees associated with any transaction that are lost when trading in a vehicle right after it was bought. So, I believe that is the loss in question and unfortunately not within our control. Thanks,Lenny G[redacted]General Manager

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I returned to the dealership October 14, 2017.  Mike replaced the air and cabin filters.  The smell is less, however after driving a a bit and then sitting at traffic lights and in standstill traffic the smell is still there. It is less potent, but still exists.
Regards,
[redacted]

To whom it may concern,I have investigated this matter and found that the salesman was remiss when responding to [redacted]' initial email request for a quote confirmation. Our salesperson had typed the wrong figure when originally quoting this gentleman the figure he could buy the vehicle for...

excluding taxes and tags. When [redacted] clearly asked in an email as to why the price was so low and expected as well as deserved a response at that time to the error, he instead got a response from my salesperson that confirmed the low price quote that we could not offer or approve. This was/is unacceptable in terms of a price we can sell the car for and in terms of conduct on the salespersons part. Although the salesman confirmed the price, he is in no manner allowed to price, approve or finalize a bottom line figure for a car deal. That is purely on management and the salesperson should have corrected his error when the client asked him to and before he came into the store. He has taken ownership of the mistake and tried to explain to [redacted] what happened. Unfortunately and rightfully so, the client was upset for taking time out of his day and driving all the way to the store and did not get a chance to speak to a manager before he left. We practice true transparency as your organization will confirm from our many years of service and relationship with the Revdex.com. We cannot lose thousands of dollars to sell a car due to the carelessness of the salesperson on an email quote. We are willing to work with the client to resolve the matter if he is still interested in this vehicle. In fact, my sales manager has offered [redacted] a much more competitive price on this vehicle that is between the price [redacted] has asked to buy it for and the already competitive price it was online and should have been quoted for in the beginning of the transaction.  At this point, the salesperson has been written up and reprimanded for his actions. I am prepared to offer [redacted] a free tank of gas for his time and inconvenience AND a free oil change on the pre-owned vehicle if he sees the newly reduced price is one he wants to take advantage of and buy the car in question. I also apologize that he needed to come in to find this out as opposed to getting the necessary correction when he asked! If this were to happen again, the salesperson will be terminated. We will stand for this kind of carelessness and poor client service. I hope we can remedy this situation with the reduce price that is now far under market value. Thank you for your intervention and please let me know what else we can do other than selling the car at the misquoted price. Thank you, Lenny G[redacted]General Manager

The over miles were taken care of because both loyalty AND our paying the half we calculated. We did calculate remaining payments and mileage. What we did NOT know is that there was tax due. If Acura financial is putting that on us the dealer, then I have a problem with them now. You the consumer should know and THEY should tell you when and if you owe taxes. It is NOT calculated in the turn in process, which is what happened here. I again apologize you are left holding this charge, but again it is not us that are charging it, forwarding it to you and or responsible for it in any way. Simply put, Acura Financial failed you and you are blaming us. I am very upset that they are sending you to us for a tax issue that is between you and them. But I guess we are easier to blame? I do not know what to say or what to do at this point, however I am sorry it has come between us and hope that the Financial services allow you to adjust the contract which at this point is something they can do. It is in fact a contract between you the client and them. I would suggest going that route at this point, because there is simply nothing we can do to solve this now.

I spoke with [redacted] on May 19, 2015 at
approximately 11:30am.  [redacted]
gave me a detailed account of both her sales and service experience at
Acura.  She indicated that she has
returned back to the dealership 6 times for both sales and service related
issues.  We...

acknowledge that there were
issues with both the transaction paperwork and a scratched rear view
mirror.  She also mentioned that she has
filed a complaint with the Revdex.com. 
The paperwork issue was the result of entering the wrong
VIN# for her vehicle.  The vehicle was
delivered February 1st on the last day of the January sales month.  She indicated she had to come back to the
dealership twice to get it corrected. 
Our recollection (Ray Morton) was that she only returned once to get
everything resolved.  In fact, we had to
repeatedly make calls to have her bring in deal stips required from the lender
for approval.
The rear view mirror was replaced in short order after
the delivery.  The vehicle was
subsequently brought in early April with 3,392 miles for an A/C issues (not
blowing cold air).  The A/C was evacuated
and recharged which was covered under warranty. 
We also performed a “Multi-Point” inspection free of charge.  The vehicle returned in the middle of April
with a dead battery and oil leak.  The
battery was replaced along with the front side valve cover gasket.  We also performed a full exterior detail free
of charge (retail value $129).  In
addition to the free detail, Jon G[redacted] offered to provide 2 complimentary
services (A1 ($125 plus tax value) and B1 ($185 plus tax value).
Our records indicate that she did return to the
dealership 5 times.  Once to buy it, the
next day to repair the rear view mirror, another to resign the paperwork,
another to get the A/C fixed, and the last service visit.  We attempted to offset this inconvenience
with $439 worth of complimentary services.
I again offered an apology for the issues.  I recapped what we had previously offered as
a gesture of good will and respectfully told her that I felt it was more than
reasonable.  She disagreed and countered
with a demand that Pohanka Acura pay her a sum equal to her monthly payment
($898.16).  I then offered an additional
full detail ($129 value)  in conjunction
with either of the 2 complimentary services already offered.  I offered to either meet her in the lane when
she arrived for service or pick up and deliver her vehicle during either of
those services.  She declined and again
countered with her offer of Pohanka Acura reimbursing her $898.16.  I again respectfully declined. 
The conversation was cordial and respectful but there was
no agreement other than my offer for the 2 services plus the additional full
detail.  The retail value of all the
services offered above now total $568. 
Let me know if you any additional info.
Joe W[redacted] COOPohanka Automotive GroupAdditionally,I myself had the Loudoun County treasurer ([redacted]) have one of his people call her directly to change her county decal over to the new car as for her NOT to have to go back to the county a second time. So, she made the one initial visit, which everyone has to make to obtain the county sticker, but because of our mistake I set it up that she would not have to go again. This was so there was no inconvenience to her at all, since that was her largest concern once we changed the paper work for the correct vehicle identification number.  I followed up with [redacted] myself to ensure it done as well as an initial delay of 25 days on her first payment from Acura Financial services was enacted for the fact we had her car for so many days. The multiple visits were essentially the reason I had done these two things. Expecting as her and I discussed, this would resolve the issue entirely and help make her feel better about the error and not be further put out of her way. Both of which were accomplished. Lenny G[redacted]General Manager

We do not have cameras in our shop, we have no issues with the integrity of our employees. We did not become the #1 Acura Dealer in the World by taking advantage of our customers nor by operating in any way, shape, or form outside of ethical business practices. We also have an A+ rating through the Revdex.com backing up our contention that we do not have issues in regard to our workmanship, honesty, or trustworthiness.
The only charge Mr. [redacted] paid for was an oil & filter change and replacement of spark plugs. Neither of these has anything to do with the issue on his vehicle nor caused the issue with his vehicle. Once again, Mr. [redacted]'s insistence that we switched out his brake pads is not only absurd but ridiculous. In his opinion we would have done this to drum up additional business but we did not at any point recommend brake work. The only additional recommendations were for air and cabin filters and the proper repair of converter heat shields.
We will not be reimbursing Mr. [redacted] for the oil & filter change and spark plug replacement since it has nothing to do with his complaint. It is our feeling that we are more than justified in our response based on all the facts regarding his complaint.
Mike C[redacted]
Service Director
Pohanka Acura
Main: ###-###-####
Direct: ###-###-####
Fax: ###-###-####
[redacted]

My finance manager Ray M[redacted] was working with [redacted] on this issue. Ray says he needs to speak with [redacted] on the details he has from Acura Financial, he is waiting for a call back from [redacted]. He says he has left a message for [redacted] already, but will call again. It seems there might be...

a miscommunication of some sort? Ray is telling me that the balance is Personal Property taxes due from the prior lease. Not a mileage issue...Lenny G[redacted]General Manager

My people discussed this issue with the client yesterday. There was some back and forth and in the end we agreed to give the client the 4 years at the same cost of the the 3 year plan he had paid for. So, I believe this issue is resolved. Client may have filed before this decision was...

reached? Lenny G[redacted] General Manager