Crown Acura of Richmond

Review: Went to the dealer to have a recall issue fixed. During the service visit, many unauthorized checks (filters, fluid levels) were made on my vehicle in order to attempt to sell me service. Some time afterwards, an intermittent noise occurred. It was not until my next service that I discovered a missing air cleaner bolt. Replacing it with different, ill fitting bolt that was on hand corrected the noise. These are captive bolts that won't just fall off, it was removed by the dealer when they performed the unauthorized checks.Desired Settlement: For me to be sent a replacement air cleaner bolt. I do not want to return to the dealer to give them an opportunity to do additional damage. So far all communications with them have been ignored, except to try to sell me a new car.

Business

Response:

I am having my parts dept. mail [redacted] (2) bolts as he

requested. This recall was performed in October 2013. If the bolts were broken

during service here we would have replaced it has its very inexpensive and we

have them in stock. If you have any further questions, please call me direct.

und:white'>6. She wants Suntrust to

stop making mistake that effect her credit, she says the mistake them made with

the due date ruined her credit

7. She wants her interest

rate lowered and for SunTrust to review the records that show her payments were

not late and she does not own fees like they are saying now

3. I asked that we send

documents showing the payments on time so that we can review that information and

see if there is anywhere to go from here or information to have SunTrust look

into

10. Since SunTrust

changed the due date for the payments from the 16th to the 1st

without telling her she did not know that the payments were not on time, before

jan. 13 it was due the 16th and after that they changed the date to

the 1st and did not send her any information stating that was a

changing

Review: I made an appointment to have my car serviced first thing on a Friday. I had to call close of business Friday to find out the status of my vehicle. They had not even looked at it. I called again close of business Saturday and they told me that the Service Department only has time to do the appointments made on Saturdays on Saturdays. The Service Department is also closed on Sundays. I left a message with the Service Manager requesting him to call me back. I also asked the Sales Manager to email the Service Manager to call me back. I NEVER RECEIVED A CALL! I was told that among other things I needed an alignment. When I told them that the tires were brand new and I had documentation of their proper alignment I was told "oh, well tire wear can be deceptive". They also found a problem with the VTEC sensor in the engine. My vehicle was finally ready on Wednesday, six days after I dropped it off, and didnt even make it off the lot. I got in the car and was promptly told to turn off the car and get out by some near by staff. A connection that connected the radiator had burst and was leaking fluid everywhere. I finally was able to speak with the Service Manager, who I had requested a call back from four days ago. He told me, along with my Service Coordinator that they did not work on the radiator but when working on the engine maybe something got bumped and they would have to look at the car before they could determine if they could fix it. I was also told that my phone message about "the sky falling" was received. I was also told to "take a different perspective on the situation, it isn't life or death". I guess that was a joke since I was on break from the hospital and in scrubs. It wasn't funny, appropriate, or polite. They fixed the radiator by Friday and said that it was a rusty connection that must have burst when I started the car, which they claimed to have road tested by them. They never admitted blame or offer a discount on the $1000 of initial service.Desired Settlement: I would like a formal written apology for the damage to my vehicle, poor customer service, and complete waste of and disregard for my time. I would also like to be compensated by refunding a portion of the $1000 of initial service for the same reasons.

Business

Response:

Greetings [redacted], First I wish to acknowledge your concerns as a valued client of Crown Acura Service. We appreciate the opportunity to address the concerns you have shared with the RDX service visit in January. We apologize for the circumstances and delays on the completion of your requested service and diagnosis of issues on the vehicle. The service department has been effected with transportation weather delays this winter due to manufacture part delays coming out of New Jersey. When we have unexpected part arrival delays it defiantly impacts the service schedule moving as smoothly as we anticipate.The RDX arrived 1/23 6:28 am for service, and a work order was opened for rattle from under the vehicle as well and brake lights not working.The diagnosis of the RDX revealed the rattle from under the car was heat shields of the catalytic converts, requiring the upper and lower shield to be replaced. The side brake lights both needed the bulbs replaced. Additional diagnosis of vehicle issues involved oil leaking from upper engine area requiring the timing chain cover to be resealed and replacing of the V-Tec sensor O ring. Suggested and completed maintenance included Power steering Flush. With the authorization of service noted above the vehicle was completedWednesday. Unfortunately upon picking up the RDX, when being started had a failure of the rusted metal line for the Trans cooler and that caused the radiator failure. Although there was no correlation between the services provided and the radiator failure the Crown Acura Service department in a gesture of client appreciation and goodwill provided the replacement of the radiator at no cost to you. The retail value of the new OEM radiator is $750.00. Crown Acura appreciates your business and we look forward to providing you Acura personalized ownership service for you and your RDX. As [redacted] at Crown Acura Richmond I appreciate the opportunity to extend some discounts toward future service visits as a valued client. Please contact me directly if you have any questions. [redacted]