Dick Hannah Acura of Portland

Claim # [redacted] Re: [redacted] To Whom It MayConcern:Thank you forthe opportunity to respond to this complaintAs Mr [redacted] notes in hiscompliant, he purchased this vehicle used from our dealership in August of However, despite the length oftime that has passed since we sold him the vehicle, and the fact that anothershop has since performed repairs to the vehicle for which we cannot takeresponsibility, as a matter of goodwill, and recognizing that our prior servicehas not been up to Acura of Portland’s expected standards, we have replaced theair vents and programmed an additional key and remote for Mr [redacted] at nocharge.Through a followup email conversation with Mr [redacted] , he confirmed that his vehicle wasrepaired to his satisfactionAlthough we need to re-program one of hisvehicle’s remotes, which he will schedule soon, I feel he is pleased with ourcommunication and willingness to address his concerns Respectfully, [redacted] General Manager Dick Hannah Acura of PortlandStore: [redacted] ***Desk: [redacted]

RE: [redacted] , Complaint ID [redacted] 10/19/ To Whom It May Concern, I have been in contact with Ms [redacted] numerous times since her complaint was filedWe are working diligently to resolve the issues with her vehicleThis is a challenging situation being the vehicle was driven in excess of 10,miles since purchased and the issues presented themselves months after purchaseFortunately, this client does have an extended service contract and the items of concern should be coveredWe will update this response when the repairs have been completed or a resolution has been agreed upon Respectfully, Tony H [redacted] General Manager Dick Hannah Acura of Portland Desk [redacted] dickhannahacuraofportland.com

Complaint: [redacted] I am rejecting this response because: First of all, the "facts" stated in the response are not correctThe lease of the Acura was presented to us as the only way that Acura would be able to get us out of the truck and into another carThat was with thousands of dollars down and almost $a month paymentsFor a leaseAn additional loan was not presented as an optionSecondly, the oil consumption test was performed, and it was not performed on December 23rd, the truck sat on the lot for days before it was ever touchedWhen it was determined that a test would be done, the truck was brought in every miles for miles total and it was determined the truck was consuming more oil than it should have so additional warranty work would have to be performedAfter weeks with no response from Acura as to what was going on with the warranty, the truck started having even more problemsThat was when it was brought back because he was "sick of it." Third, no other dealer advised us to voluntarily give the truck back, we made that decision on our own after Acura was unwilling to help us because there was no deal they could make us that they would not lose money onThey want to "make it right" as long as they can put a few extra dollars in their pocketsThe terms of what we could get and at what cost kept changing, and the final deal that Mr [redacted] was presented with was a lease on a carHe was told it would work because the lease was through Acura so they would take the deal whereas no bank would give him a loanNot an additional loan, not a loan with a trade in, but no bank would give him a loan of any typeIt felt a lot like they needed to sell another Acura because they would make more commissionI don't believe they ever wanted to make it right, they just wanted to get rid of us quietlyAfter purchasing cars from Dick Hannah Acura I can guarantee you that we will never purchase another car from a Dick Hannah dealership, and we will tell everyone we know not to support their businessI stick by my earlier statement of this dealership being the epitome of the sleazy car salesman, and why people hate buying carsAfter talking to the GM and him telling me he was going to run some numbers and call me back the next morning with an offer, I didn't hear back from him for days, and at that point he told me basically he couldn't make me an offer that was going to cover the cost of the truckThey sold us a lemon, but since it isn't new we have no recourse and we were forced to give it upLesson learned, don't buy from Dick Hannah! Sincerely, [redacted]

Revdex.com: I apologize for the delay in response here - just got back from vacation and getting caught up - The general manager at Dick Hannah Acura contacted me by phone and told me he would refund me the $that I paid for the 120,mile serviceweeks later I received that checkThank you for your prompt attention to this complaintSincerely, [redacted]

06/25/ Complaint # [redacted] * [redacted] To Whom It May Concern, Due to the information provided, we have decided as a goodwill gesture, to accommodate Mrs [redacted] request for tiresThe decision to grant this exception was due in part to the confusion stated in the correspondence from Toyota and our Loyalty program guidelinesOur guidelines clearly state that all recommended maintenance be done at a participating Dick Hannah DealershipThis includes oil changes and other factory recommended servicesThe notification that Mrs [redacted] received from Toyota states, the indicator light will illuminate every 5,miles for other factory recommended maintenance, even though the car is not due for an oil changeThe recommended maintenance Toyota is referring to is required for continued enrollment in our Loyalty ProgramThis explanation may have contributed to the confusion rather than a misunderstanding on our part In summary, we will fulfill the request for tiresIn doing so, we will re-enroll MrsAnd Mr [redacted] into our rewards programTo eliminate any confusion in the future, we will require a signed document, with the understanding, that recommended maintenance on a Prius is every miles or months per Toyota guidelinesAgain, the recommended maintenance, not oil changes, will keep you enrolled in our programThis will insure that both parties are aware of the information given from Toyota and how it relates to our Dick Hannah Loyalty Program If you would like to schedule tire replacement, please contact our service department Respectfully, Tony H [redacted] , General Manager

Complaint ID ***
Re: *** * ***
01/03/
To Whom It May Concern:
Mrs*** vehicle was damaged on our property by an uninsured motoristFollowing this, Mrs*** insurance company denied her claim for coverage and Mrs*** contacted
me for assitance. She gave me permission to contact her insurance company and I was informed by her agent that they would in fact honor an uninsured motorist claimI contacted Mrs*** and informed her of this. Because the accident happened while the vehicle was in our possession, I offered to pay Mrs*** her insurance deductibleShe stated she would contact her insurance agent and I didn’t receive further contact from her
A few days later, we received a social media complaint posted by Mrs*** in reference to this accident and I immediately reached out to Mrs***Unable to contact her by phone, I was able to contact her via FacebookI immediately contacted our own insurance company to request coverage for the repair, however our insurance company is unwilling to assist in this claimIn the interest of customer satisfaction and as a matter of good will we offer repair Mrs*** vehicle at our expense and have contacted her with this offer I am currently awaiting her response
Respectfully,
Tony H***,
General Manager

Complaint ID ***
Ms*** ***
04/10/
To Whom It May Concern,
Please understand that Ms*** was not the owner of the vehicle in question and that our dealings were with Mr***, the purchaser
On December 23rd, Mr*** brought his vehicle in for serviceAt that
time, repairs were performed under warranty at no cost to Mr***At that time we arranged to perform an oil consumption test as well to verify whether any additional work was neededUnfortunately, Mr*** didn’t allow us to perform the consumption test and instead returned to us to attempt to trade in his vehicle because he was “sick of it”This was apparently due to the door failure Ms*** mentions in her complaint
My sales staff informed Mr*** at that time that due to the $of negative equity from his previous vehicle that he included in his current loan, and his current credit score, that structuring a new deal that would be acceptable to a lender would be challengingWe are required to adhere to the guidelines published by our lenders with regard to the structure (money down, interest rate, term) of any car dealUnfortunately at the time of Mr***’s visit, we were limited to the type of vehicles that could absorb the negative equity and still arrange a deal structure that a lender would find acceptableMr*** was informed many times during these negotiations that we may get a vehicle in stock that would structure better for his financing situation and the Acura lease Ms*** mentions in her complaint was not his only option
Regardless of our efforts to help Mr***, he visited another dealership and didn’t afford us the opportunity to assist himBased on conversations via phone with Mr*** and Ms***, another dealer advised Mr*** to voluntarily surrender his vehicle to the bank and purchase another vehicle, which we understand he subsequently didBecause of this, we are now unable to assist Mr*** in finding a vehicle that would be acceptable to him
I am confident my staff took all the necessary actions to attempt to resolve this situationAlthough a second loan was an option, we would never under any circumstance advise a client to surrender their vehicle and purchase anotherThere were other options available to Mr*** if he would have allowed us to repair his vehicle or give up some appropriate amount of time to find an adequate replacementWe try to accommodate every client and am disappointed we won’t be able to in this case
Respectfully,
*** ***

Dick Hannah Acura of Portland purchased the car back from me for $13, This has resolved the issue

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this response is satisfactory to meSincerely, ***r ***

Re: Complaint #***
To Whom It May Concern:
I had the opportunity to speak to Mrs*** via phoneWe discussed her claims in detail
I reviewed all relevant information from her visits, and confirmed for her that the needed repairs recommended by our technicians were valid
Furthermore, the repairs that were stated to be incomplete by the independent repair facility were in fact completed as documented on our repair orderOur state of the art diagnostic tools allow us to make suggested repairs that other repair facilities may miss and we pride ourselves in giving honest and thorough multi point inspections to our clients. Based on our phone conversation however, it appears we could have done a much better job of communicating with Ms*** and provided her with a more thourough explanation of needed repairs
In a goodwill gesture, we have refunded the billed service amount back to Mrs***We hope future services, if applicable, are more satisfactory with our dealership
Respectfully,
Tony H***
General Manager

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

09/08/
Complaint #***
*** ***
To Whom It May Concern:
The vehicle Mrs*** purchased did have a full mechanical inspection completed by our facilityThe tire sensors in question were not active on the vehicle at the time of delivery and should have been noted on the
inspectionWe corrected our internal process and take responsibility for the sensors not being repaired in our facility prior to her purchase of the vehicleThe other mechanical failures stated could not be diagnosed because they we’re not present during our inspectionAlthough the majority of repairs needed were covered by the vehicle’s factory warranty, we acknowledge this was an inconvenience for the clientTherefore, we did refund her for the time she spent, plus the repairs not covered by warranty
I spoke to *** via phone and she stated she would be happy with the refund amount we offeredI asked her to contact me after receiving her refund if she had any other concernsTo date I have not heard from herI presume she is satisfied with the outcome
Respectfully,
Tony H***
General Manager

05/21/
Re: Case # ***
*** ***
To Whom It May Concern:
We have been in contact with Mrs*** regarding her complaintMrs*** has not been able to visit our dealership due to illnessWe are continuing to remain in contact with Mrs*** until she is able to connect with one of
our managers, at which time we will attempt to come to a resolution that works for both parties involved
We will respond to this complaint once a decision is reached.
Respectfully,
Tony H***, GMAcura of Portland

05/05/
Re: Case # ***
*** ***
To Whom It May Concern,
I appreciate the opportunity to respond to Ms*** complaint
My staff and I were in communication with Ms*** during the entire time her vehicle was at our repair facility and a competitor’s facility
During this period, we repaired failed items on Mrs*** vehicle at no expense to herFurthermore, we provided a loaner vehicle for the entire duration, paid reimbursement on repairs not covered by warranty and voluntarily paid her car payment as a goodwill gesture, because she was without her vehicle for an extended period
Our Chrysler facility completed repairs as requested by Ms***We are a reputable company and do not falsify repairsThe statements regarding further repairs to the vehicle made by Ms*** are based on information she is receiving from a competitor and have never been validated by anyone in our company as we were not allowed to inspect the vehicle to verify whether these claims had any merit. If, upon inspection in our shop, Ms*** vehicle was found to be repaired incorrectly by one of our technicians, we would take the necessary actions to rectify the situationUnfortunately we were not given that option
I have email correspondence and documentation dated 2/19/from Mrs*** stating her additional repairs were successfully completed by a competing dealer and covered by her factory warranty, at no expense to herMy staff nor I have been informed of any other additional issues with Ms*** vehicle since
When Ms*** first expressed her dissatisfaction with the vehicle, we offered to take the vehicle back. Instead she expressed that she wanted to keep the vehicle and have it repaired. Later, she expressed wanting a different vehicle, however due to Ms*** financial constraints we were unable to secure financing to make this happen. We would be happy to revisit the option of seeking financing for an alternate vehicle that may better fit her needs
Respectfully,
Tony H***,
General Manager, Acura of Portland

Claim #[redacted]Re: [redacted]To Whom It May Concern:Thank you for the opportunity to respond to this complaint.   As Mr. [redacted] noted in his complaint, he visited our dealership for a diagnosis on an airbag sensor light. He was instructed by a local, non Acura dealership to come...

to our location and told his airbag repair would be covered by Acura. This was false information. Certain airbag components are covered depending on the make, year and model of the vehicle.  At the initial inspection, our service staff didn’t know whether the actually airbag sensor part would be a warrantable item. At the same time, our team member did notice a “B1” service recommendation warning light on the vehicle. Our service advisor informed Mr. [redacted] that we would investigate his concerns about his airbag and consult with him on the best options to repair his vehicle. He was then advised to do the recommended B1 service because of the warning light, which he approved.  We have difference of opinion as to whether our staff told Mr. [redacted] the airbag repair would be covered under warranty.  Our staff is instructed not to make representations to the customer as to what parts may be covered under warranty until we receive confirmation from the factory and we feel the service advisor followed protocol in this case.  Mr. [redacted] agreed to do the B1 service and asked that we advise him on the airbag status. We completed the B1 service, as requested by the client and emailed him the cost breakdown on the airbag repair.  We advised Mr. [redacted] on his needed service and completed the necessary repairs that were authorized by him. We cannot be held responsible for another dealer giving him incorrect information. Mr. [redacted] opted not to repair the airbag and to take it to another facility. We charged accordingly for the service we performed, which was previously approved by Mr. [redacted], and feel a refund is not justified in this situation.Respectfully, Tony H[redacted]General Manager Dick Hannah Acura of Portland Store: 503-252-2872

06/27/16
Compliant ID #[redacted]
To Whom It May Concern,
Mr. [redacted]’s account of his visit is correct, however there are some inconsistencies in his explanation about his recall part and the items quoted. Our computer system showed an arrival of a recall part for Mr. [redacted]’s 2013 RDX. An...

appointment was scheduled for the recall repair and replacement tires per our Customer Loyalty Program. When Mr. [redacted] arrived, we realized there was an incorrect posting of the recall part and it hadn’t actually arrived. However, we informed Mr. [redacted] that we would be glad to replace the tires at that time. The quote Mr. [redacted] received was for the amount of the tires before any discount was applied. This was an error on our part, but a mistake that could easily be explained. In trying to do so, Mr. [redacted] became agitated and departed the store. On June 14th, we were able to contact Mr. [redacted], explain what happened and arrange to bring his vehicle back in.
As of this response, the recall has been performed and tires have been installed at no charge per our program. Mr. [redacted] should have been quoted tires at no cost based on his participation in our Loyalty Rewards Program. We apologize for any miscommunication on the part of our staff and look forward to serving Mr. [redacted] in the future. In following up with Mr. [redacted], he expressed his satisfaction and is pleased with the service we provided.
Respectfully,
Tony H[redacted]
General Manager

Revdex.com:
I apologize for the delay in response here - just got back from vacation and getting caught up - The general manager at Dick Hannah Acura contacted me by phone and told me he would refund me the $305.44 that I paid for the 120,000 mile service. 2 weeks later I received that check. Thank you for your prompt attention to this complaint. Sincerely, [redacted]

RE:  [redacted], Complaint ID [redacted]
 
 
10/19/2016
 
To Whom It May Concern,
 
I have been in contact with Ms. [redacted] numerous times since her complaint was filed. We are working diligently to resolve the issues with her vehicle. This is a...

challenging situation being the vehicle was driven in excess of 10,000 miles since purchased and the issues presented themselves 4 months after purchase. Fortunately, this client does have an extended service contract and the items of concern should be covered. We will update this response when the repairs have been completed or a resolution has been agreed upon.
 
Respectfully,
 
 
Tony H[redacted]
General Manager
Dick Hannah Acura of Portland
 
Desk
[redacted]
 
 
 
 
dickhannahacuraofportland.com

Complaint: [redacted]I am rejecting this response because:
I am livid! I have invoices in our files showing that I have taken our Prius out to Dick Hannah's Acura of Portland for all it's service needs with the exception of having ONE oil change elsewhere because of the statement made by Samuel B[redacted] on 5/10/14 after having our vehicle serviced with the mileage of 32007! I would suggest that Mr. H[redacted] have the service department go back and check again under MY name AND my husband's name, [redacted]. That is where I suggest his confusion lies. I cannot believe that he would make the statement that we have not had service there for 23 months! We have spent thousands of dollars at their location alone. We understood the Program rewards guidelines but were instructed otherwise from Mr. B[redacted]. Again, why would we jeopardize the program, we paid for, by going to a different location as instructed by Dick Hannah’s Acura of Portland, for a simple oil change?Sincerely,[redacted]

06/25/2016
Complaint #[redacted]
[redacted]. [redacted]
To Whom It May Concern,
Due to the information provided, we have decided as a goodwill gesture, to accommodate Mrs. [redacted] request for tires. The decision to grant this exception was due in part to the confusion stated in the correspondence from Toyota and our Loyalty program guidelines. Our guidelines clearly state that all recommended maintenance be done at a participating Dick Hannah Dealership. This includes oil changes and other factory recommended services. The notification that Mrs. [redacted] received from Toyota states, the indicator light will illuminate every 5,000 miles for other factory recommended maintenance, even though the car is not due for an oil change. The recommended maintenance Toyota is referring to is required for continued enrollment in our Loyalty Program. This explanation may have contributed to the confusion rather than a misunderstanding on our part.
In summary, we will fulfill the request for tires. In doing so, we will re-enroll Mrs. And Mr. [redacted] into our rewards program. To eliminate any confusion in the future, we will require a signed document, with the understanding, that recommended maintenance on a 2010 Prius is every 5000 miles or 6 months per Toyota guidelines. Again, the recommended maintenance, not oil changes, will keep you enrolled in our program. This will insure that both parties are aware of the information given from Toyota and how it relates to our Dick Hannah Loyalty Program.
If you would like to schedule tire replacement, please contact our service department.
 
Respectfully,
Tony H[redacted],
General Manager