Classic Acura

The customer did not sign any documentation stating that it was non refundable therefore I have refunded the $I have attached the receipt Keep in mind that the only point of a deposit is to take the vehicle off of the market and to offset opportunity costs for lost sales if the customer backs outWe have told multiple people that this vehicle was not longer for sale, therefore costing the company businessAll deposits are non refundable otherwise they would mean nothingGoing forward we will have paperwork in place

I am in the process of speaking to the General Manager, I spoke to the assistant Sales Manager this morning and would like to wait on this complaint until we discuss a possible outcome Can you hold off on submitting this complaint until we speak in person? I wanted to give them a chance to talk to me first and I didn't speak to the GM as I should have first Thank you- [redacted] ***

I would like to first preface my statement with the utmost disappointment that Ms***’s vehicle was broken intoNo one in any situation should have to go through thatClassic Acura understands this and acted immediately upon the discovery that seven customer’s vehicles were broken into the morning of January 26, It is stated on the customer “Service and Repair Order” form that all customers sign and date prior to reception that “I acknowledge and agree that DEALER is not responsible and is not liable for any articles left in the above-described vehicle nor any damage to the above-described vehicle in the event of fire, theft, or other cause beyond the control of the DEALER”I have attached a blank copy with the sentence highlighted for reference Classic Acura, in the best interest of our customers, decided not to ask customers to file these claims on their personal insurance but rather to take responsibility and call the customers to ask if we have the authorization to repair the vehicles accordingly to damages discovered with the company’s personal capitalMs [redacted] was the only customer that was not completely satisfied with the service offeredShe then had a meeting with the General Manager with intentions of trading her vehicle or terminating the lease due to the circumstancesOnce Ms [redacted] discovered that Classic Acura could not alter her lease contract with American Honda Financial Services she then demanded that the carpet, insulation under the carpet, and all interior seats be replacedOnce this request was declined if Classic Acura was paying for the repairs, she then opted to pick her vehicle up and have repairs done through her insurance at another location There was a concern noted about the lurching of Ms***’s vehicleOn 1/25/Ms [redacted] did state that her vehicle was lurching at low speed intermittently while driving on Repair Order # [redacted] Ms***’s transmission software was updated and a clutch break was performed as per service bulletin 15- I cannot comment on what expectations were with the time frame of diagnosis of this vehicle and when the loaner needed to be turned in but it is Classic Acura’s policy to provide loaner vehicles to customers if at all possible for all repairs that take over hours to complete Classic Acura also has hired additional staff several months ago to expand pick up and drop off service for customersIt is unclear if Ms [redacted] took advantage of this or not Classic Acura has the utmost respect for our customers and in all aspects of our business strive to deliver service that is second to none It is my deepest regret that we were not able to resolve this issue personally and I believe that this complaint is not objective, and does not accurately reflect the facts of the situationClassic Acura does not have the authority to alter or terminate Ms***’s Lease with American Honda Financial and has been instructed multiple times on this topic before and after the events of January 26, Sincerely, [redacted] ***

Please see the attached document that Ms [redacted] signed upon dropping her vehicle off with Classic AcuraIt proves Ms ***'s first statement falseClassic Acura does care about each and every one of its customers so much that we, out of good faith, told Ms [redacted] that we would take care of the necessary repairs to her vehicle on our own expense so she would not have to file an insurance claimShe wanted all carpet, carpet padding, and seats to be replaced in the vehicle because it had been rained in lightly off and on in one window from ~5am-7amWe understand that these measures are not necessary due to how mold grows in a damp environmentIt takes roughly 24-hours at the earliest for mold to growI tried to explain this to Ms [redacted] and her witnessesThey disagreed so I tried to prove it with multiple articles such as the following article put out by the governmental agency FEMA, https://www.fema.gov/pdf/rebuild/recover/fema_mold_brochure_english.pdfAs for the third issue, please note that Ms [redacted] is questioning the dealership, that is franchised to sell, lease, and repair Acura's, in our ability to preform a repair correctlyI believe that does not need to be addressedClassic Acura has and will continue to repair vehicles to the highest standards In regards to her vehicle lurching, I told Ms [redacted] that we updated the transmission software and preformed clutch break as per service bulletin 15-Please note that this issue has been addressed and fixed as far as Classic Acura is aware ofI explained this to Ms [redacted] while she was hereShe understood at the timeThank you, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11694945, and find that this resolution is satisfactory to me Sincerely, [redacted]

The customer did not sign any documentation stating that it was non refundable therefore I have refunded the $I have attached the receipt. Keep in mind that the only point of a deposit is to take the vehicle off of the market and to offset opportunity costs for lost sales if the
customer backs outWe have told multiple people that this vehicle was not longer for sale, therefore costing the company businessAll deposits are non refundable otherwise they would mean nothingGoing forward we will have paperwork in place

[redacted],      Classic Acura appreciates your two purchases and is very upset to hear that there has been a problem with the vehicle. Please rest assured that Classic does stand behind all of its work and will take care of anything that we are responsible for. I would like to note that this complaint was submitted the night that the vehicle broke down. The customer purchased a 2012 Kia 4dr sedan with 80,031 miles on 11/10/16. The vehicle was taken in to World Car Kia with 81,032 miles 8 days later. As of right now the customer needs to authorize diagnosis for the vehicle to see what is wrong. The extended warranty that the customer purchased does have rental provisions and covers towing on approved claims. Thank you,

Complaint: 11127882
I am rejecting this response because:[redacted], I did not sign the attached document. That is not my signature nor is that my handwriting. This is illegal and I will not tolerate your actions. I have a copy of all the documents I signed from your service managers and I only had to sign the rental agreement. When I handed my car over to Acura on the 25th, [redacted] wrote about the lurching issue, oil change, and rotating of tires on a different document which is not presented on this fake copy you provided. Now that I have a [redacted] with Revdex.com and wrote a public review, this document magically appears. [redacted]e told my party that she received a call that morning between 1-2 AM about the break in. The window was not taped and pulled off the lot until or after 10 am, leaving my car vulnerable to the weather conditions. If this happened to your car, would you leave it with someone who blatantly told their customer their service manager was lying? You were unwilling to sit down and talk with us because you were going to be late to an advertising meeting? You failed to call me when you promised you would be in contact. This is not a facility I would trust to leave my leased car with, when you were only willing to do minor fixes. I'm responsible for all damages at the end of my contract, not you. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11694945, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Please see the attached document that Ms. [redacted] signed upon dropping her vehicle off with Classic Acura. It proves Ms [redacted]'s first statement false. Classic Acura does care about each and every one of its customers so much that we, out of good faith, told Ms. [redacted] that we would take care of the necessary repairs to her vehicle on our own expense so she would not have to file an insurance claim. She wanted all carpet, carpet padding, and seats to be replaced in the vehicle because it had been rained in lightly off and on in one window from ~5am-7am. We understand that these measures are not necessary due to how mold grows in a damp environment. It takes roughly 24-48 hours at the earliest for mold to grow. I tried to explain this to Ms. [redacted] and her witnesses. They disagreed so I tried to prove it with multiple articles such as the following article put out by the governmental agency FEMA, https://www.fema.gov/pdf/rebuild/recover/fema_mold_brochure_english.pdf. As for the third issue, please note that Ms. [redacted] is questioning the dealership, that is franchised to sell, lease, and repair Acura's, in our ability to preform a repair correctly. I believe that does not need to be addressed. Classic Acura has and will continue to repair vehicles to the highest standards.     In regards to her vehicle lurching, I told Ms. [redacted] that we updated the transmission software and preformed clutch break as per service bulletin 15-021. Please note that this issue has been addressed and fixed as far as Classic Acura is aware of. I explained this to Ms. [redacted] while she was here. She understood at the time. Thank you,[redacted]

To whom it may concern,      Our "customer write ups" are not triplicates like our rental documents that Ms. [redacted] states to be in possession of. Customers typically do not ask to retain a copy of this authorization at time of inception and Ms. [redacted] is no exception. I have attached Ms. [redacted]'s signature as a comparison signature from her rental agreement. Upon review, one will find that this signature is the same as the others on the customer write up. Her blatant lies about not signing a document that every single customer must sign when dropping vehicles off for service severely jeopardizes her credibility.  Thank you,

Complaint: 11127882
I am rejecting this response because: I do not have nor did I sign a document that agree that Classic Acura is not responsible for damages while the car is under their care. He was unable to provide an actual document because he has no proof of signature. They did however have me sign a rental car agreement that states I am responsible for the rental car if it is damaged. It does not mention anything about my personal vehicle. My car should have been kept in a secure area.  [redacted] is leaving out the in-between details of our conversation in which I had two witnesses present and one on the phone.  There are two areas I focused on first and that was the possibility of mold after rain water was sitting in the car for hours because of my allergies and my responsibilities when returning the leased car if everything was not repaired correctly.  My plan was to speak about getting out of my lease due to the chronic lurching issue I experienced since I leased the car before the break in and damage occurred.  So to reiterate, I asked to be let out of the lease in conjunction with the poor service I received in regards to the chronic lurching experienced with no resolution.  I am paying for something monthly and on time, I would expect maintaining at the service level promised when I signed the lease agreement is not too much to expect in return.  What they initially said was they will dry out of the carpets, fix the window and vacuum the glass which turned out to be a lot more issues upon my arrival. Classic Acura called to tell me not to come in but luckily I was almost there and was able to take pictures. The break in, flooding, damage to the door panel, leather, scratches on the glove compartment, and damage to paint was documented by me. They would not of informed me of the other damage if I had not been on site.  In reference to the 6 other customers who were satisfied after their cars were damaged, how many actually saw the cars before they were fixed and how many of them are leasing their vehicles versus owning them.  There is greater liability to someone leasing a vehicle as opposed to one that owns it.  As a customer it infuriates me that after dealing with so much that there is such a lack of compassion for the consumer. We asked if he would follow up with us in regards to the questions we had about my vehicle's lurching transmission issues and helping me contact Honda since he claimed he had no say in releasing my contract for my lease. I never received a phone call from [redacted] or any of his employees. The only time I was contacted was when I reached out to my insurance company to file a comprehensive claim. [redacted] informed me I did not have to do that as they are taking care of the issues listed in the report. The report I received from my mechanic scaled higher than what they were willing to repair. I have copies of the documents I signed with Classic Acura, their repair report, and the detailed repairs report from my mechanic which I can fax if needed.  I'm curious as to why his employee, [redacted] is trying to add my personal account on Facebook as well as respond to my post unprofessionally. She stated they have a lot of "walkers" near their business. Why were our cars parked on an unsecured lot if they are aware there are perpetrators walking the streets? [redacted] has responded to all his customers on their Facebook page and never responded to mine. This simply shows he does not care about my [redacted].
Sincerely,
[redacted]

I am in the process of speaking to the General Manager, I spoke to the assistant Sales Manager this morning and would like to wait on this complaint until we discuss a possible outcome.  Can you hold off on submitting this complaint until we speak in person?   I wanted to give them a...

chance to talk to me first and I didn't speak to the GM as I should have first.  Thank you-[redacted]

The customer did not sign any documentation stating that it was non refundable therefore I have refunded the $500. I have attached the receipt.  Keep in mind that the only point of a deposit is to take the vehicle off of the market and to offset opportunity costs for lost sales if the customer backs out. We have told multiple people that this vehicle was not longer for sale, therefore costing the company business. All deposits are non refundable otherwise they would mean nothing. Going forward we will have paperwork in place.

I would like to first preface my statement with the utmost disappointment that Ms. [redacted]’s vehicle was broken into. No one in any situation should have to go through that. Classic Acura understands this and acted immediately upon the discovery that seven customer’s...

vehicles were broken into the morning of January 26, 2016.         It is stated on the customer “Service and Repair Order” form that all customers sign and date prior to reception that “I acknowledge and agree that DEALER is not responsible and is not liable for any articles left in the above-described vehicle nor any damage to the above-described vehicle in the event of fire, theft, or other cause beyond the control of the DEALER”. I have attached a blank copy with the sentence highlighted for reference.  Classic Acura, in the best interest of our customers, decided not to ask customers to file these claims on their personal insurance but rather to take responsibility and call the customers to ask if we have the authorization to repair the vehicles accordingly to damages discovered with the company’s personal capital. Ms. [redacted] was the only customer that was not completely satisfied with the service offered. She then had a meeting with the General Manager with intentions of trading her vehicle or terminating the lease due to the circumstances. Once Ms. [redacted] discovered that Classic Acura could not alter her lease contract with American Honda Financial Services she then demanded that the carpet, insulation under the carpet, and all interior seats be replaced. Once this request was declined if Classic Acura was paying for the repairs, she then opted to pick her vehicle up and have repairs done through her insurance at another location.      There was a concern noted about the lurching of Ms. [redacted]’s vehicle. On 1/25/2016 Ms. [redacted] did state that her vehicle was lurching at low speed intermittently while driving on Repair Order #[redacted]. Ms. [redacted]’s transmission software was updated and a clutch break was performed as per service bulletin 15-021.       I cannot comment on what expectations were with the time frame of diagnosis of this vehicle and when the loaner needed to be turned in but it is Classic Acura’s policy to provide loaner vehicles to customers if at all possible for all repairs that take over 1.5 hours to complete.  Classic Acura also has hired additional staff  several months ago to expand pick up and drop off service for customers. It is unclear if Ms. [redacted] took advantage of this or not.        Classic Acura has the utmost respect for our customers and in all aspects of our business strive to deliver service that is second to none.  It is my deepest regret that we were not able to resolve this issue personally and I believe that this complaint is not objective, and does not accurately reflect the facts of the situation. Classic Acura does not have the authority to alter or terminate Ms. [redacted]’s Lease with American Honda Financial and has been instructed multiple times on this topic before and after the events of January 26, 2016.   Sincerely,               [redacted]