G. Sandoval Construction, Inc.

I appreciate the timeline and the detail provided by this customer when looking at the issues involving the 2017 RDX. This information has permitted me to work specifically with a number of people internally and with several others at Acura. The primary issue involving the RDX's braking system...

is one that has plagued a percentage of these vehicles from there initial production, and while I completely agree that braking is not a unique concept, changing factory engineering doesn't happen quickly. Acura, or any vehicle manufacturer for that matter, requires a largest enough sample of complaints before adjusting a factory process/material. Until recently, Acura was unwilling to consider addressing this issue. In an effort to provide a possible solution, our service team proposed treating the existing brakes with a process that is not endorsed by the factory, and Acura declined that option. I intended to propose this option to the customer, but after a recent conversation with technical support, Acura would like to install a new type of brake pad on this vehicle to see if the new material characteristics work more appropriately. This change would occur at no charge to the customer.  Someone will contact the customer to see if this solution is acceptable. If not, we are also willing to treat the current braking system as proposed to factory. It's the customer's decision.Regarding the secondary issue involving the mark on the leather seat, and while frustrating, I believe that matter has been addressed. As the Acura dealer tasked with helping to solve this braking issue with your vehicle, I apologize for the inconvenience and aggravation that we caused throughout this process.Thanks you.

I spoke with Dan 2 times on the phone and heard his complaint about the $915 refund.  He told me he was due a refund due to not using his extended warranty and he was told that at point of sale he could get a refund if he didn't.  I asked him if he had any of the paperwork with that and...

responded he did not.  I took a week to research it and got back to him and told him I would give him $915 in store credit and told him and he agreed and came in Saturday picked up the $915 coupon and promply used it for Service.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The fact that any of the work performed was done at no cost is not the issue. We have a warranty. Driving another 45 miles to discuss the SAME issues with the SAME reps / employees for a 3rd time doesn't seem like the solution to me. The resolution I provided I believed to be fair. If that isn't something that is willing to be agreed upon I have no further request. It's redundant to have this garage, or these mechanics inspect it again. As noted above my boyfriend pulled the wheel off of the front passenger side after they "repaired / inspected "  the car for the second time and examined the brakes himself. The shoe is ground down at a slope, there is a groove in the rotor, the brake pad is cracked, and the caliper mounting bracket slide pins and boots were complete trash... so which brakes did they look at? The only thing that was repaired was the rack and pinion and the bent trunk, and we are thankful for that, however,  this doesn't make the other issues disappear. 
Regards,
[redacted]

I have attached statements from both our Sales Manager, Brad P[redacted] and also our Service Manager, Tim F[redacted].  We have taken care of this and paid for her repairs of which we were not responsible for.  Should you need any additional information, please do not hesitate to contact me.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
It will be 2 months on July 13, 2017 since I purchased this vehicle. This business seems to go at their own pace. The finance department wrote my birthdate wrong on the credit application! Therefore, I have to Resubmit my credit application!!!!  The manager of Baierl Acura has yet to reach out to me in regards to everything that is going on. I emailed him and left him a voicemail! Once this gets resolved, I will be a little happy!
Regards,
[redacted]

We have no problem addressing parts that failed in your brake system. We will not authorize or pay an outside shop to perform the work but we will pay for parts and labor on your brake work performed here  at our store. . We will also provide a no charge loaner vehicle for the day while we perform the repairs. You can contact our service department if you accept our offer. We will dispatch this job to our  master Ford techncian since you were unhappy with the techncian who serviced your vehicle on your last visit. This is our final offer to resolve this concern. We feel we are being fair and would like to regain your trust by allowing us to repair your brakes with factory parts and labor at no charge to you. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12801617, and find that this resolution is satisfactory to me.  The manager explained to me that the company that insured the extended service contract was no longer in business. I accepted the offer of dealership credit and used it on a service apointment. 
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted] Thank you Kia For your assistance.

This response is from Bill C[redacted] Service Manager at...

Baierl Kia. I have reviewed the complaint and have concluded that the issue was caused by a lack of communication on our part. The employeed in question did not follow procedure and as a result caused an interruption to this gentleman's service. This will be handled internally and retraining of service consultants will now be required.

Complaint# [redacted]  Refund Received from Acura.Thank You!