Dick Hannah Acura of Portland

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is  still ongoing. I am waiting to hear back from the dealership as to regards with the car. It was made mention that they may purchase the car for the price I was asking to sell it. I have not been able to sell the car due to this being reported on the Carfax. It was also made to my attention that the car has been in an accident. Even though it has not been rolled over. The inspection determined by the body shop that the car has been repainted. This determination in itself proves that the car did not have a clean Carfax as it was presented to me when I purchased the car.  I will continue to await a call from the dealership regarding the next step in this process.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
Two reasons. Toyota sent us a letter that they had updated the required oil changes to 1 year or ten thousand miles, which ever comes first. As I stated previously, I can provide a copy of this "updated Warranty and Maintenance Guide" from Toyota Motor Sales, U.S.A, Inc dated Feb. 25, 2010. In our invoice histories you can see we do not drive 10k miles per year. The last infamous oil change was done on 11/21/15. So can schedule our next one around that date of this year. And if you can let us know if we need to complete any another maintenance that would be great.
 
Second reason: I stated previously that when I went to your dealership for Mr. P**, on 04/23/2016, to check our tires he did not recommend the dangerous front tires to be changed out with the rear ones for safety reasons. And as I stated before I drove 30 miles per day, M-F not counting holidays, with my Grandchildren onboard. And as I also stated a friend of ours, who does major work on race cars and other types of vehicles, took me to a dealership to replace the tires immediately due to the dangerous condition of the tires. I again stated that I saved one of these tires for proof. I bought the very best tires for$737.96 w/balance. We would accept the pricing you stated you would provide if we bought from your dealership in payment to us. I felt I needed tires and did not know if we could come to a fair compromise. I would not put my life or my Grandchildren's lives or any other's on the road in danger. We can also compromise.
 
Thank you for your offer to reinstate our "Customer's for Life". Would you accept us signing a new agreement when we return for the next oil change, in November? So, to make this clear, we will schedule an oil change and anything else we need to schedule in November and would like reimbursement for the tires we purchased for safety reasons.
Sincerely,
[redacted]
Customer #
 
 
Sincerely,[redacted]

05/22/2016
Complaint #[redacted]
[redacted]
 
To Whom It May Concern:
 
We received the complaint from Ms. [redacted] and immediately investigated her service history.
Our tire replacement program offered with every vehicle purchase has specific eligibility requirements...

a client must follow to participate in the program. These requirements are fully disclosed in all documents and our sales staff is trained to correctly disclose the program to our customers. The guidelines state that the manufacturer's recommended maintenance on a vehicle must be adhered to and performed at Dick Hannah Dealerships (any location) to qualify. This is a loyalty rewards program meant to reward our loyal customers for servicing their vehicle with us.
On 4/25/2016, Ms. [redacted] brought her Prius into our Acura store for service and requested new tires per the program. Her claim for new tires was declined due to lack of service. According to Toyota's scheduled maintenance guide for a 2010 Prius, the vehicle must have scheduled maintenance every 5000 miles or 6 months whichever comes first. Our records indicate that Ms. [redacted] vehicle had not been serviced at any Dick Hannah location for 15,046 miles and over 23 months therefore disqualifying her from the program. Ms. [redacted] identified Sam B[redacted] as the individual she spoke with that she claims told her she didn’t need to have services performed with us. We followed up on this claim with our employee and are confident the information wasn’t conveyed as Ms. [redacted] is stating. All of our service staff are trained on the Loyalty Rewards Program and its guidelines and we do not a have a history of this staff member misinforming customers of the requirements of the program. Again, we provide all necessary documents and disclosures to our clients outlining our program at the time of sale. We do apologize if there has been some misunderstanding or confusion regarding this. We offered Ms. [redacted] to perform her service with us and purchase a set of tires, which are very competitively priced. Doing this would reinstate her into the program. As long as she has her future factory recommended services performed at one of our dealerships, she would again be eligible to receive new tires the next time they are needed at no cost to her per the program guidelines.
Exceptions may be considered based on certain criteria and history on a case by case basis by the General Manager of a participating dealership. Based on the history and the exception that was previously made due to missed services, the decision was made to decline her claim.
I try to accommodate every client and am disappointed that we won't be able to in this case. The offer made to Ms. [redacted] to purchase tires and get reinstated still stands. I will also as a goodwill gesture offer a 10% discount on tires if she should choose to accept it.
 
Respectfully,
Tony H[redacted]General Manager

03/21/2017 ID# [redacted]   To Whom It May Concern, Upon receiving the complaint from Mr. [redacted], we contacted Carfax regarding Mr. [redacted]’s vehicle and they asked for a full report from an authorized collision repair facility. Currently, the vehicle is being inspected...

and preliminary reports indicate this vehicle has never been in a rollover collision as Carfax states. We are continuing to help resolve this discrepancy with Carfax on behalf of Mr. [redacted] and will update this complaint when a resolution is attained. Respectfully, Tony H[redacted], GM

Claim #[redacted]Re: [redacted] To Whom It MayConcern:Thank you forthe opportunity to respond to this complaint. As Mr. [redacted] notes in hiscompliant, he purchased this vehicle used from our dealership in August of2013.  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 satisfaction. Although 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]

Complaint: [redacted]
I am rejecting this response because: First of all, the "facts" stated in the response are not correct. The 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 car. That was with thousands of dollars down and almost $750 a month payments. For a lease. An additional loan was not presented as an option. Secondly, the oil consumption test was performed, and it was not performed on December 23rd, the truck sat on the lot for 28 days before it was ever touched. When it was determined that a test would be done, the truck was brought in every 1000 miles for 3000 miles total and it was determined the truck was consuming more oil than it should have so additional warranty work would have to be performed. After 3 weeks with no response from Acura as to what was going on with the warranty, the truck started having even more problems. That 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 on. They want to "make it right" as long as they can put a few extra dollars in their pockets. The 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 car. He was told it would work because the lease was through Acura so they would take the deal whereas no bank would give him a loan. Not an additional loan, not a loan with a trade in, but no bank would give him a loan of any type. It felt a lot like they needed to sell another Acura because they would make more commission. I don't believe they ever wanted to make it right, they just wanted to get rid of us quietly. After purchasing 4 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 business. I stick by my earlier statement of this dealership being the epitome of the sleazy car salesman, and why people hate buying cars. After 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 3 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 truck. They sold us a lemon, but since it isn't new we have no recourse and we were forced to give it up. Lesson learned, don't buy from Dick Hannah!
Sincerely,
[redacted]