[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: [redacted] I am rejecting this response because:Bottom line if it wasn’t offered to me then I would not have expected itI would not be filing a complaint to the Revdex.com so either I am lying or the business is lyingCompanies like Pohanka don’t do what you all did unless you are in the wrong in some wayNot only did your service manager not know where the ASline was neither did the person who inspected my vehicleYou 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 lineI 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 themYou 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 experiencesYour business could have treated me like a human being and just talked to meI 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 beyondI was also going to write a letter to recognise then for what they did for me as a customerImagine how I felt when I learned all of my time was wasted because the tint never needed to be removedI am human and your tech is human mistakes are madeBottom 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 wrongYour business mad a few mistakes and ultimately you didn’t listen to your customer and you thought being rude to me would fix thisYou were wrong about the tint that is factEven 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]
I spoke with [redacted] on May 19, 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 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,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 $129) In addition to the free detail, Jon G [redacted] offered to provide complimentary services (A($plus tax value) and B($plus tax value) Our records indicate that she did return to the dealership 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 $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 ($898.16) I then offered an additional full detail ($value) in conjunction with either of the 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 $ I again respectfully declined The conversation was cordial and respectful but there was no agreement other than my offer for the services plus the additional full detail The retail value of all the services offered above now total $ 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 timeSo, 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 againThis 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 days on her first payment from Acura Financial services was enacted for the fact we had her car for so many daysThe multiple visits were essentially the reason I had done these two thingsExpecting 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 wayBoth of which were accomplishedLenny G [redacted] General Manager
My finance manager Ray M [redacted] was working with [redacted] on this issueRay 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 againIt seems there might be a miscommunication of some sort? Ray is telling me that the balance is Personal Property taxes due from the prior leaseNot a mileage issue...Lenny G [redacted] General Manager
Dear Sir,Again after resolving and delaying her first months payment to the Lender, finally resolving the issues with the vehicle and handling the county issue myself, there is no fair justification of an additional payment to her from PohankaIf the client feels she is still due any consideration as far as the issue on the car, she may take them up with the manufacturer directly, whom failed to charge the AC prior to delivery to us and maybe they can assist in her requestI believe we have done all and above and beyond to include free services for the minor inconveniences we created.Thanks for your time and consideration in this matterLenny 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, 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 thereIt is less potent, but still exists Regards, [redacted]
The over miles were taken care of because both loyalty AND our paying the half we calculatedWe did calculate remaining payments and mileageWhat we did NOT know is that there was tax dueIf Acura financial is putting that on us the dealer, then I have a problem with them nowYou the consumer should know and THEY should tell you when and if you owe taxesIt is NOT calculated in the turn in process, which is what happened hereI 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 waySimply put, Acura Financial failed you and you are blaming usI am very upset that they are sending you to us for a tax issue that is between you and themBut 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 doIt is in fact a contract between you the client and themI would suggest going that route at this point, because there is simply nothing we can do to solve this now
I read the complaint and I believe I may know what the issue is, it's a solution used to disinfect the a/c, heat, & defrost system of the vehicleI looked over the first visit and we would have applied the product to the system as well as the filters when we performed the #service, air & pollen filtersThe purpose of the product is to clear up pollen, mold, mildew, etcin the vehicle's ventilation system In my experience I've encountered a few clients have stated that the smell of this product produces a strong aroma, it usually dissipates relatively quicklyThe only conclusion I can come to is maybe the filters were saturated so the fibers hung onto the odor longer than usual When the vehicle returned we found residue from the transfer case, very slight amount and not abgiven the fill hole is on the back of the caseI'm not sure that would cause the odor though, it's very unlikelyI did see we then retreated the ventilation system with the same product that I suspect is the issue I instructed one of our consultants to reach out to [redacted] , I believe he called and sent a type to text messageI strongly believe we can resolve this unfortunate issue by replacing the air and pollen filtersThey've now been treated essentially twice in a month period when the typical time period is once a year I would also like to extend my deepest apology to [redacted] regarding the lack of follon our part from our Customer Relations ManagerI'm not sure what the issue was but I'll be sure to correct it to prevent potential future events as this In the meantime if [redacted] needs anything she can reach out to me directly, my number is ###-###-####I'll be more than happy to get personally involved to resolve the situation once and for all Sincerely, Mike C***
[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: [redacted] I am rejecting this response because: Actually this is not the caseShe said she was having the car fixed not resetting the lightWhy would we need the light turned off? That doesn't help whatsoeverWe would have walked out on the deal had this been the case 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 confirmationOur salesperson had typed the wrong figure when originally quoting this gentleman the figure he could buy the vehicle for excluding taxes and tagsWhen [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 approveThis was/is unacceptable in terms of a price we can sell the car for and in terms of conduct on the salespersons partAlthough the salesman confirmed the price, he is in no manner allowed to price, approve or finalize a bottom line figure for a car dealThat is purely on management and the salesperson should have corrected his error when the client asked him to and before he came into the storeHe has taken ownership of the mistake and tried to explain to [redacted] what happenedUnfortunately 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 leftWe practice true transparency as your organization will confirm from our many years of service and relationship with the Revdex.comWe cannot lose thousands of dollars to sell a car due to the carelessness of the salesperson on an email quoteWe are willing to work with the client to resolve the matter if he is still interested in this vehicleIn 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 actionsI 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 questionI 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 terminatedWe will stand for this kind of carelessness and poor client serviceI hope we can remedy this situation with the reduce price that is now far under market valueThank you for your intervention and please let me know what else we can do other than selling the car at the misquoted priceThank you, Lenny G [redacted] General Manager
[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: [redacted] I am rejecting this response because: Yet again, none of my concerns in my previous response were addressed by your response, MrC***Nothing was mentioned about the video I provided, nor about the fact that the apparent brake inspection results were completely wrongThe braking system was indeed checked during this service, as you pointed out several timesThis is why I require the refund of this serviceIf not, I need reimbursement for the brake service, for which I can send the receiptIt is about $It is very concerning that there are no cameras in the service area, and I will make sure others know about this lack of basic insurance that I expect the claimed #dealership to haveIf not for customers, you should have this protection for your own employeesRegardless, I am not surprised that in one way or another, something that could easily end this dispute was unavailable to meI have initiated a complain with my credit card company, as I am well aware that the Revdex.com gets a payment from Pohanka to get the rating of A+ Regards, [redacted] ***
My people discussed this issue with the client yesterdayThere was some back and forth and in the end we agreed to give the client the years at the same cost of the the year plan he had paid forSo, I believe this issue is resolvedClient may have filed before this decision was reached? Lenny G [redacted] General Manager
The fee is charged to us (the dealer) and we have paid it to the lenderIt only shows up on their (client) statementSo, the manager at [redacted] will be calling her to clarify, however we are asking the Credit Union change their process to include a better description because this is the second client that has had this issue and frankly we understand their frustrationWe apologize for the confusion and hope they will change their complaint to a resolved issue once the clarification is made? Thanks you,Lenny G [redacted] GM
Tell us why here.Client’s vehicle comes in for a VA inspection, fails because tint is below the ASline on the front windshieldThe client had us scrape the tint off to pass the vehicle, she then takes it back to the tint shop, they said we were wrong, that it should have passedClient calls Leslie W [redacted] who has her bring the vehicle back, Leslie and Dan dealt with her when she returnedThey both agreed to have the front window re-tinted at no charge for the inconvenience of having to come back and the confusion with the tint shopThe assumption was we had the tint applied to the vehicle when she bought it from us, we did notThe tint was done by another shop which she took the vehicle to after purchasing it from us, but we had already committed so we stood by it.So, when the vehicle was back for the re-tint the service manager examined it after hearing about this sagaHe found the glue line for the original tint to measure a quarter inch below the ASlineThat fails a safety inspection, period, end of storyWe had already committed to re-applying the tint and a tank of gas, so he instructed Leslie and Dan to follow through.Client comes to pick the vehicle up the other day and spoke with Dan, she said we were supposed to detail her car as wellDan said that we washed her vehicle but no detail, that was never offeredHe then re-iterated that the original tint was illegal, we had the tint re-applied so it would be correct, at no charge, and filled her car upHe also reminded her that we were under no obligation to do anything for her but out of customer satisfaction and the fact she purchased from us, we took responsibility to resolve her issue.Bottom line, we never tinted it to begin with, it did NOT pass VA inspection whatever the tint shop says and we reapplied even though we had no obligation to do soThe wash and tank of gas was on top of the new tint all in an effort to satisfy, which it obviously has notWe simply cannot continue to throw time and resources at an issue we did not create
We do not have cameras in our shop, we have no issues with the integrity of our employeesWe did not become the #Acura Dealer in the World by taking advantage of our customers nor by operating in any way, shape, or form outside of ethical business practicesWe 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 plugsNeither of these has anything to do with the issue on his vehicle nor caused the issue with his vehicleOnce again, Mr***'s insistence that we switched out his brake pads is not only absurd but ridiculousIn his opinion we would have done this to drum up additional business but we did not at any point recommend brake workThe 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 complaintIt 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]
[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: [redacted] I am rejecting this response because:Bottom line if it wasn’t offered to me then I would not have expected itI would not be filing a complaint to the Revdex.com so either I am lying or the business is lyingCompanies like Pohanka don’t do what you all did unless you are in the wrong in some wayNot only did your service manager not know where the ASline was neither did the person who inspected my vehicleYou 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 lineI 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 themYou 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 experiencesYour business could have treated me like a human being and just talked to meI 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 beyondI was also going to write a letter to recognise then for what they did for me as a customerImagine how I felt when I learned all of my time was wasted because the tint never needed to be removedI am human and your tech is human mistakes are madeBottom 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 wrongYour business mad a few mistakes and ultimately you didn’t listen to your customer and you thought being rude to me would fix thisYou were wrong about the tint that is factEven 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]
I spoke with [redacted] on May 19, 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 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,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 $129) In addition to the free detail, Jon G [redacted] offered to provide complimentary services (A($plus tax value) and B($plus tax value) Our records indicate that she did return to the dealership 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 $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 ($898.16) I then offered an additional full detail ($value) in conjunction with either of the 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 $ I again respectfully declined The conversation was cordial and respectful but there was no agreement other than my offer for the services plus the additional full detail The retail value of all the services offered above now total $ 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 timeSo, 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 againThis 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 days on her first payment from Acura Financial services was enacted for the fact we had her car for so many daysThe multiple visits were essentially the reason I had done these two thingsExpecting 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 wayBoth of which were accomplishedLenny G [redacted] General Manager
My finance manager Ray M [redacted] was working with [redacted] on this issueRay 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 againIt seems there might be a miscommunication of some sort? Ray is telling me that the balance is Personal Property taxes due from the prior leaseNot a mileage issue...Lenny G [redacted] General Manager
Dear Sir,Again after resolving and delaying her first months payment to the Lender, finally resolving the issues with the vehicle and handling the county issue myself, there is no fair justification of an additional payment to her from PohankaIf the client feels she is still due any consideration as far as the issue on the car, she may take them up with the manufacturer directly, whom failed to charge the AC prior to delivery to us and maybe they can assist in her requestI believe we have done all and above and beyond to include free services for the minor inconveniences we created.Thanks for your time and consideration in this matterLenny 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, 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 thereIt is less potent, but still exists Regards, [redacted]
The over miles were taken care of because both loyalty AND our paying the half we calculatedWe did calculate remaining payments and mileageWhat we did NOT know is that there was tax dueIf Acura financial is putting that on us the dealer, then I have a problem with them nowYou the consumer should know and THEY should tell you when and if you owe taxesIt is NOT calculated in the turn in process, which is what happened hereI 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 waySimply put, Acura Financial failed you and you are blaming usI am very upset that they are sending you to us for a tax issue that is between you and themBut 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 doIt is in fact a contract between you the client and themI would suggest going that route at this point, because there is simply nothing we can do to solve this now
I read the complaint and I believe I may know what the issue is, it's a solution used to disinfect the a/c, heat, & defrost system of the vehicleI looked over the first visit and we would have applied the product to the system as well as the filters when we performed the #service, air & pollen filtersThe purpose of the product is to clear up pollen, mold, mildew, etcin the vehicle's ventilation system In my experience I've encountered a few clients have stated that the smell of this product produces a strong aroma, it usually dissipates relatively quicklyThe only conclusion I can come to is maybe the filters were saturated so the fibers hung onto the odor longer than usual When the vehicle returned we found residue from the transfer case, very slight amount and not abgiven the fill hole is on the back of the caseI'm not sure that would cause the odor though, it's very unlikelyI did see we then retreated the ventilation system with the same product that I suspect is the issue I instructed one of our consultants to reach out to [redacted] , I believe he called and sent a type to text messageI strongly believe we can resolve this unfortunate issue by replacing the air and pollen filtersThey've now been treated essentially twice in a month period when the typical time period is once a year I would also like to extend my deepest apology to [redacted] regarding the lack of follon our part from our Customer Relations ManagerI'm not sure what the issue was but I'll be sure to correct it to prevent potential future events as this In the meantime if [redacted] needs anything she can reach out to me directly, my number is ###-###-####I'll be more than happy to get personally involved to resolve the situation once and for all Sincerely, Mike C***
[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: [redacted] I am rejecting this response because: Actually this is not the caseShe said she was having the car fixed not resetting the lightWhy would we need the light turned off? That doesn't help whatsoeverWe would have walked out on the deal had this been the case 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 confirmationOur salesperson had typed the wrong figure when originally quoting this gentleman the figure he could buy the vehicle for excluding taxes and tagsWhen [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 approveThis was/is unacceptable in terms of a price we can sell the car for and in terms of conduct on the salespersons partAlthough the salesman confirmed the price, he is in no manner allowed to price, approve or finalize a bottom line figure for a car dealThat is purely on management and the salesperson should have corrected his error when the client asked him to and before he came into the storeHe has taken ownership of the mistake and tried to explain to [redacted] what happenedUnfortunately 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 leftWe practice true transparency as your organization will confirm from our many years of service and relationship with the Revdex.comWe cannot lose thousands of dollars to sell a car due to the carelessness of the salesperson on an email quoteWe are willing to work with the client to resolve the matter if he is still interested in this vehicleIn 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 actionsI 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 questionI 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 terminatedWe will stand for this kind of carelessness and poor client serviceI hope we can remedy this situation with the reduce price that is now far under market valueThank you for your intervention and please let me know what else we can do other than selling the car at the misquoted priceThank you, Lenny G [redacted] General Manager
[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: [redacted] I am rejecting this response because: Yet again, none of my concerns in my previous response were addressed by your response, MrC***Nothing was mentioned about the video I provided, nor about the fact that the apparent brake inspection results were completely wrongThe braking system was indeed checked during this service, as you pointed out several timesThis is why I require the refund of this serviceIf not, I need reimbursement for the brake service, for which I can send the receiptIt is about $It is very concerning that there are no cameras in the service area, and I will make sure others know about this lack of basic insurance that I expect the claimed #dealership to haveIf not for customers, you should have this protection for your own employeesRegardless, I am not surprised that in one way or another, something that could easily end this dispute was unavailable to meI have initiated a complain with my credit card company, as I am well aware that the Revdex.com gets a payment from Pohanka to get the rating of A+ Regards, [redacted] ***
My people discussed this issue with the client yesterdayThere was some back and forth and in the end we agreed to give the client the years at the same cost of the the year plan he had paid forSo, I believe this issue is resolvedClient may have filed before this decision was reached? Lenny G [redacted] General Manager
The fee is charged to us (the dealer) and we have paid it to the lenderIt only shows up on their (client) statementSo, the manager at [redacted] will be calling her to clarify, however we are asking the Credit Union change their process to include a better description because this is the second client that has had this issue and frankly we understand their frustrationWe apologize for the confusion and hope they will change their complaint to a resolved issue once the clarification is made? Thanks you,Lenny G [redacted] GM
Tell us why here.Client’s vehicle comes in for a VA inspection, fails because tint is below the ASline on the front windshieldThe client had us scrape the tint off to pass the vehicle, she then takes it back to the tint shop, they said we were wrong, that it should have passedClient calls Leslie W [redacted] who has her bring the vehicle back, Leslie and Dan dealt with her when she returnedThey both agreed to have the front window re-tinted at no charge for the inconvenience of having to come back and the confusion with the tint shopThe assumption was we had the tint applied to the vehicle when she bought it from us, we did notThe tint was done by another shop which she took the vehicle to after purchasing it from us, but we had already committed so we stood by it.So, when the vehicle was back for the re-tint the service manager examined it after hearing about this sagaHe found the glue line for the original tint to measure a quarter inch below the ASlineThat fails a safety inspection, period, end of storyWe had already committed to re-applying the tint and a tank of gas, so he instructed Leslie and Dan to follow through.Client comes to pick the vehicle up the other day and spoke with Dan, she said we were supposed to detail her car as wellDan said that we washed her vehicle but no detail, that was never offeredHe then re-iterated that the original tint was illegal, we had the tint re-applied so it would be correct, at no charge, and filled her car upHe also reminded her that we were under no obligation to do anything for her but out of customer satisfaction and the fact she purchased from us, we took responsibility to resolve her issue.Bottom line, we never tinted it to begin with, it did NOT pass VA inspection whatever the tint shop says and we reapplied even though we had no obligation to do soThe wash and tank of gas was on top of the new tint all in an effort to satisfy, which it obviously has notWe simply cannot continue to throw time and resources at an issue we did not create
We do not have cameras in our shop, we have no issues with the integrity of our employeesWe did not become the #Acura Dealer in the World by taking advantage of our customers nor by operating in any way, shape, or form outside of ethical business practicesWe 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 plugsNeither of these has anything to do with the issue on his vehicle nor caused the issue with his vehicleOnce again, Mr***'s insistence that we switched out his brake pads is not only absurd but ridiculousIn his opinion we would have done this to drum up additional business but we did not at any point recommend brake workThe 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 complaintIt 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]