Karen Radley Acura Volkswagen

Dear [redacted] , I have met with our team members and reviewed our documents regarding the complaint filed by our service customer [redacted] [redacted] visited us on April 26, for and oil change and tire rotation We also ordered a steering wheel audio switch and a left side rear view mirror glass The left side rear view mirror glass was on national back order and arrived at our facility in early June [redacted] voiced her concern subsequent to her visit on April 26, that her maintenance minder indicator had not been reset [redacted] has visited us times for service, but oil change and tire rotation only The maintenance minder indicator in an Acura should not be reset if a manufacturer recommended service has been performed Notwithstanding this [redacted] ’s service advisor, Omar reset the maintenance minder on her vehicle because of her high level of upset with our poor communication I have attached copies of Acura’s Aand Bmaintenance requirements for [redacted] ’s future reference [redacted] expressed great upset regarding charges from [redacted] car rental [redacted] had set an appointment day and time with us to have her steering wheel audio switch and her left side rear view mirror replaced We scheduled technician time and an Acura loaner vehicle for her appointment time For reasons unknown to us, [redacted] did not keep her appointment with us, nor did she notify us of her schedule change [redacted] arrived without forewarning the following day expecting the same level of service We were able to rearrange a technician schedule and even though all of our loaner vehicles were on appointments we were able to arrange an [redacted] vehicle for [redacted] [redacted] should not have been charged for her [redacted] vehicle at all as her mechanical repair agreement company, Acura Care, was responsible for alternate transportation I have reached out to [redacted] to verify that [redacted] was indeed not charged [redacted] also requested that our team member Kyle and the other team members with whom she interacted be disciplined We do not have nor have we had a team member named Kyle Upon investigation we concluded that the manager to whom she referred was Clint, Acura sales manager We have dismissed Clint as well as her original service advisor, Joe Omar, the Hispanic service advisor to whom she refers, according to our investigation, performed his duties appropriately and actually exceeded expectations by resetting her maintenance minder Please feel free to contact me with any questions Yours sincerely, Karen CRadley Karen Radley Acura

Much of the information that the Acura team provided in their response is incorrect, which is part of the problem and partly why I reported themEvery time I called to make an appointment for service, I made it a point to inform the Acura team about the issues in advance and was informed by the Acura Team that it was added to my notes so that it could be taken care of during my appointment, yet when I pick up my vehicle I find that it wasn’t I did not come in to Acura for an oil change and tire rotation only, that is just the only service the Acura team did when they were in fact supposed to have taken care of the other items I mentioned to them prior when making my appointmentEven the Service Manager apologized for it every time I picked up my vehicle and they did not do the additional items requestedHis excuse each time was that they (the Aura team) must not have seen itI proved that point to Omar when I showed him that the issue the Acura team reported as having been resolved (Acura claimed they provided a service), was in fact a lieOmar saw for himself that I was speaking the truth and that is why he took care of it for me on the spot AFTER I was mistreated by the Acura team and provided incorrect information by the Acura team Acura stated "The maintenance minder indicator in an Acura should not be reset if a manufacturer recommended service has been performed"If that is the case, then Acura being the “professionals” should have informed me (the customer) of this AND inform me of my options to correct the issue because we customers rely on the "professionals" to guide us in these situationsHowever, as is typical of the Acura team, they do not communicate and have proven that point several timesI was highly upset because of the run around I was given, the misinformation, and how I was treated; Omar was the only one that helped me AFTER I walked away in tears due to being mocked by "Kyle"/Clint I had every right to be upset about the vehicle rental because [redacted] did not know I was coming and they did charge my account ($50) at the timeAgain, as is typical, Acura told me one thing, but I found out later it was not trueAcura told me everything would be taken care of, I just have to sign the paperworkThey did not tell me about a $ charge and anything else that comes with getting a loaner vehicleThat failure in communication created yet another issue for meThe witnesses that were there with me can attest to that and have even mentioned it recently because they purchased vehicles from other makers and referred back to the horrible service I received from Acura that dayAcura missed out on those new vehicle purchases because of the horrible service these people witnessed Acura give me They saw that [redacted] did charge me $and it was on my bank accountIn addition, I did call Acura Service Deptto cancel my appointment and inform them that I was coming the following dayI was informed by the Acura representative that it is fine, they have time for me to drop off my vehicle, it would be ready before 6pm (which is when I told them I was leaving work) and they would have a loaner vehicle for me, yet when I arrive to Acura, I am treated like a liar and as if I am wrongYet again, the Acura team did not communicate because they are trying to say I didn’t inform themI have witnesses to confirm my claims [redacted] cannot say I was not charged because it showed a $ [redacted] charge on my bank account and I have witnesses that saw it allI'll have to check my bank account to see if it is still there or not As for the Assistant Sales Manager "Kyle", that is the name and title he gave meClearly he lied to me and it doesn’t surprise me with the way I was treatedAgain, I have proof (video) showing how he mocked meThe Acura Team in [redacted] went above and beyond to consistently provide horrible serviceThe damage is doneI will no longer do business with Acura and neither will many others who witnessed it and who have since heard about it and seen the videoI want this complaint available to the public so they are aware of the type of service they may get with Acura and hopefully Acura will change how they do business because they just lost a lot of business with this situationThank youPlease feel free to contact me with any questions

Horrifying experienceI have a 3.5RL that I brought to Karen Radley Acura for a serviceThe steering rack was replaced with a known good replacement but the steering wheel was put in at a wrong angleI brought it to the dealer to fix it thinking they'd at least get it done rightWhen I arrived I was ignored by everyone for minutesFinally getting help from someone I talked to on the phone, after asking for help from the payment desk, I was told that it was going to be hard to find a technician that wants to work on my car because "its difficult to work on" they kept my car for nearly five days and told me they tried but it kept "popping back out" when pressed for details they told me that they actually hadn't tried to do the work I asked them to performThe car pulled to the right before I brought it there for work and it pulls to the right still so no work had been done that they said the did (said they did an alignment as well) When I called to speak the R [redacted] E***s he was unavailable and I was transferred to a service manager named A [redacted] who began to lie to me as soon as he decided he would talk to meNot only did he lie but he was a bully by talking over me before I finished my questions or telling me bold face lies that made no senseAt the end of the conversation he told me I should take my car somewhere elseI have informed my good friend T [redacted] from Dr [redacted] .com of my very poor experience and asked him to have corporate investigate and review Radley credentialsThey have lots of very poor reviews when dealing with the service department

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:I have reviewed the response made by the Karen Radley Volkswagen in reference to complaint ID ***, and although I do not trust this dealership and will not be going back there, I find their resolution satisfactory. I appreciate your assistance in quickly resolving this matter!
Respectfully, *** ***

Dear *** ***,
I am in receipt of your last communication indicating that the complainant, *** ***, does not agree with our response. I verified that *** *** asked that the team members with whom she interacted be disciplined. Her first service advisor and manager (Kyle/Clint) have been dismissed from our employ. Further discipline is difficult to conceive.
Unfortunately, *** does not verify that *** *** was charged and not refunded $50.00. We will, of course, be happy to refund *** *** the $to which she refers and hope that she can provide us, through you of course a record of the unrefunded charges.
Yours sincerely,
Karen CRadley

Dear [redacted],
line-height: normal;"> 
I have
met with our team members and reviewed our documents regarding the complaint filed
by our service customer [redacted]. 
 
[redacted] visited us on April 26, 2014 for and oil change and tire rotation.  We also ordered a steering wheel audio switch
and a left side rear view mirror glass. 
The left side rear view mirror glass was on national back order and
arrived at our facility in early June. 
[redacted] voiced her concern subsequent to her visit on April 26, 2014
that her maintenance minder indicator had not been reset.  [redacted] has visited us 3 times for
service, but oil change and tire rotation only. 
The maintenance minder indicator in an Acura should not be reset if a
manufacturer recommended service has been performed.  Notwithstanding this [redacted]’s service
advisor, Omar reset the maintenance minder on her vehicle because of her high
level of upset with our poor communication.
 
I have
attached copies of Acura’s A1 and B1 maintenance requirements for [redacted]’s
future reference.  [redacted] expressed
great upset regarding charges from [redacted] car rental.  [redacted] had set an appointment day and
time with us to have her steering wheel audio switch and her left side rear
view mirror replaced.  We scheduled
technician time and an Acura loaner vehicle for her appointment time.  For reasons unknown to us, [redacted] did not
keep her appointment with us, nor did she notify us of her schedule
change.  [redacted] arrived without
forewarning the following day expecting the same level of service.  We were able to rearrange a technician
schedule and even though all of our loaner vehicles were on appointments we
were able to arrange an [redacted] vehicle for [redacted].  [redacted] should not have been charged for
her [redacted] vehicle at all as her mechanical repair agreement company, Acura
Care, was responsible for alternate transportation.  I have reached out to [redacted] to verify
that [redacted] was indeed not charged.
 
[redacted] also requested that our team member Kyle and the other team members with
whom she interacted be disciplined.  We
do not have nor have we had a team member named Kyle.  Upon investigation we concluded that the
manager to whom she referred was Clint, Acura sales manager.  We have dismissed Clint as well as her
original service advisor, Joe.  Omar, the
Hispanic service advisor to whom she refers, according to our investigation,
performed his duties appropriately and actually exceeded expectations by
resetting her maintenance minder.
  
Please
feel free to contact me with any questions.
  
Yours
sincerely,
Karen
C. Radley
Karen
Radley Acura

JUN 30 2014
Dear **. [redacted],We have received the complaint filed by our customer [redacted] and reviewed our records and met with our team members and find the fallowing,[redacted] brought her vehicle to our facility for on oil change and maintenance service on June 5,...

2014. Our technician noted while performing the multi point inspection 3 motor mounts were leaking and dry rotting. We recommended 3 of the motor mounts be replaced. We also replaced the engine air filter and the A.C. pollen filter. The day after we performed these services [redacted]’s vehicle was running very rough and the "check engine light” was illuminated. She brought the vehicle back to our facility and] we attached diagnostic equipment which indicated that there were misfires from cylinders 3 and 5. The process followed for these fault codes is step by step to assure that only needed parts are replaced. First, spark plugs are extracted and inspected. [redacted]'s plugs were found to have oil on the tips and they were fuel fouled. We also performed a fuel induction service. We advised [redacted] that in order to verify that the plugs and induction service had corrected the problem and that the faults did not reoccur we would need to keep the vehicle overnight to perform a "cold start” procedure. Our team did not properly communicate with [redacted] regarding when her vehicle would be ready and caused her to make repeated calls and ultimately to be without her vehicle over the weekend. On the following Monday when our porter was bringing [redacted]’s vehicle to her he noticed that the check engine light was again illuminated. We again attached diagnostic equipment to the vehicle and again the fault codes for misfires registered. The second step when the code reoccurs is to check the plug wires and coils. We discovered a short in the coil by swapping a known good coil into the vehicle and testing for faults. We suggested to [redacted] that the coil be replaced and we also suggested that the plug wires be replaced. The reason we also suggested the plug wires was that the manufacturer recommends that wires be replaced every 90,000 miles or sooner if arcking is observed. The vehicle had 116,000 miles on the odometer and [redacted] believed that the wires were original to the vehicle.   
We returned all replaced parts to [redacted] at her request and she rjotes in her complaint that friends have looked at the plugs and that, ‘'they look fine" our service manager, [redacted], would be happy to meet with **. [redacted] and show her the conditions we noted before recommending replacement. We would also be happy to meet with [redacted] to demonstrate to her that plug fouling could not be the result of motor mount replacement.  
Notwithstanding the above, in recognition of [redacted]’s inconvenience and loss of faith in us, and in hopes that we can restore [redacted]'s faith in us, we would be happy to refund the entire amount [redacted] paid for the repairs outlined in her complaint. We have forwarded our check to [redacted] in the amount of $1,312.02 along with a note of sincere apology.  Please forward any questions or concerns to me.Yours sincerely,

Horrifying experience. I have a 2004 3.5RL that I brought to Karen Radley Acura for a service. The steering rack was replaced with a known good replacement but the steering wheel was put in at a wrong angle. I brought it to the dealer to fix it thinking they'd at least get it done right. When I arrived I was ignored by everyone for 20 minutes. Finally getting help from someone I talked to on the phone, after asking for help from the payment desk, I was told that it was going to be hard to find a technician that wants to work on my car because "its difficult to work on" they kept my car for nearly five days and told me they tried but it kept "popping back out" when pressed for details they told me that they actually hadn't tried to do the work I asked them to perform. The car pulled to the right before I brought it there for work and it pulls to the right still so no work had been done that they said the did (said they did an alignment as well) When I called to speak the R** E[redacted]s he was unavailable and I was transferred to a service manager named A[redacted] who began to lie to me as soon as he decided he would talk to me. Not only did he lie but he was a bully by talking over me before I finished my questions or telling me bold face lies that made no sense. At the end of the conversation he told me I should take my car somewhere else. I have informed my good friend T[redacted] from Dr[redacted].com of my very poor experience and asked him to have corporate investigate and review Radley credentials. They have lots of very poor reviews when dealing with the service department.

Much of the information that the Acura team
provided in their response is incorrect, which is part of the problem and partly
why I reported them. Every time I called to make an appointment for service, I
made it a point to inform the Acura team about the issues in advance and was informed
by the Acura Team that it was added to my notes so that it could be taken care
of during my appointment, yet when I pick up my vehicle I find that it wasn’t.
I did not come in to Acura for an oil change and tire rotation only, that is
just the only service the Acura team did when they were in fact supposed to
have taken care of the other items I mentioned to them prior when making my
appointment. Even the Service Manager apologized for it every time I picked up
my vehicle and they did not do the additional items requested. His excuse each time
was that they (the Aura team) must not have seen it. I proved that point to
Omar when I showed him that the issue the Acura team reported as having been
resolved (Acura claimed they provided a service), was in fact a lie. Omar saw
for himself that I was speaking the truth and that is why he took care of it
for me on the spot AFTER I was mistreated by the Acura team and provided
incorrect information by the Acura team.
 
Acura stated "The maintenance minder
indicator in an Acura should not be reset if a manufacturer recommended service
has been performed". If that is the case, then Acura being the “professionals”
should have informed me (the customer) of this AND inform me of my options to
correct the issue because we customers rely on the "professionals" to
guide us in these situations. However, as is typical of the Acura team, they do
not communicate and have proven that point several times. I was highly upset
because of the run around I was given, the misinformation, and how I was treated;
Omar was the only one that helped me AFTER I walked away in tears due to being
mocked by "Kyle"/Clint.
 
I had every right to be upset about the
vehicle rental because [redacted] did not know I was coming and they did charge
my account ($50) at the time. Again, as is typical, Acura told me one thing,
but I found out later it was not true. Acura told me everything would be taken
care of, I just have to sign the paperwork. They did not tell me about a $50
charge and anything else that comes with getting a loaner vehicle. That failure
in communication created yet another issue for me. The 3 witnesses that were
there with me can attest to that and have even mentioned it recently because
they purchased vehicles from other makers and referred back to the horrible
service I received from Acura that day. Acura missed out on those new vehicle
purchases because of the horrible service these people witnessed Acura give me.
They saw that [redacted] did charge me $50 and it was on my bank account. In
addition, I did call Acura Service Dept. to cancel my appointment and inform
them that I was coming the following day. I was informed by the Acura representative
that it is fine, they have time for me to drop off my vehicle, it would be
ready before 6pm (which is when I told them I was leaving work) and they would
have a loaner vehicle for me, yet when I arrive to Acura, I am treated like a
liar and as if I am wrong. Yet again, the Acura team did not communicate
because they are trying to say I didn’t inform them. I have witnesses to
confirm my claims.
 
[redacted] cannot say I was not charged
because it showed a $50 [redacted] charge on my bank account and I have
witnesses that saw it all. I'll have to check my bank account to see if it is
still there or not.
As for the Assistant Sales Manager
"Kyle", that is the name and title he gave me. Clearly he lied to me
and it doesn’t surprise me with the way I was treated. Again, I have proof
(video) showing how he mocked me. The Acura Team in [redacted] went above and
beyond to consistently provide horrible service. The damage is done. I will no
longer do business with Acura and neither will many others who witnessed it and
who have since heard about it and seen the video. I want this complaint
available to the public so they are aware of the type of service they may get
with Acura and hopefully Acura will change how they do business because they
just lost a lot of business with this situation. Thank you. Please feel free to
contact me with any questions.

June 26, 2014
Dear **. [redacted],We are in receipt of the complaint tiled by our customer [redacted].We have reviewed our records and spoken to our team and find the following. **. [redacted] vehicle was towed to our facility and was diagnosed as having a grinding ignition...

cylinder. **. [redacted] indicates in her complaint that she was told by one of our team members, before she had her vehicle towed to us, that the repair would likely be covered under the mechanical repair agreement she had purchased for her vehicle. When her vehicle arrived and our service advisor had our technician perform the diagnosis **. [redacted] informed us that her mechanical repair agreement was from a company called [redacted]. Our service advisor called her mechanical repair agreement company for authorization and was informed that the ignition componentry is not covered under the [redacted] policy. Our service advisor called the regional manager of [redacted] on **. [redacted] behalf and the manager verified that indeed ignition componentry is not covered by the contract **. [redacted] was sold.We gave **. [redacted] a quote to replace the ignition assembly, **. [redacted], understandably upset and highly inconvenienced by the above occurrences, choose to have her vehicle towed back to [redacted], who replaced only the ignition cylinder, not the entire assembly.**. [redacted] has requested that the expenses for towing her vehicle to us and back to [redacted] be reimbursed to her. We have forwarded a check to **. [redacted] for one hundred and thirty-eight dollars ($73.00 plus $65.00 in tow charges) along with a letter expressing our sincere apology for the inconvenience she! experienced.Please contact me with any questions or concerns.
Yours sincerely,
Karen C. RadleyKaren Radley Volkswagen

Review: I took my car to the VW dealer to have the oil changed. It was running fine prior to my taking it in. They recommended the motor mounts be changed, so I agreed to have this service complete. It cost approximately $712. I picked up the car and drove it home. The next morning I started it and it was chugging (almost stalled). the check engine light came on and I was afraid to drive it. I took it back to the dealer. They said the fault code was a misfire and that they would need to replace the spark plugs. I asked if this could be related to the previous work that was done and the service advisor stated "no, before they changed the motor mounts, and this is the spark plugs". This clearly demonstrates ignorance on her part, as the spark plugs could easily be damaged during a motor mount change.

They changed the spark plugs and told me they would need to keep my car overnight in order to do a cold start and ensure the car was running correctly. I was told that they would call me on Saturday and I could prepay on the phone so that I could pick the vehicle up on Sunday (as I was out of town for the weekend). I never received a call. When I went to pick the vehicle up on Monday morning, it was chugging and the check engine light was on again. I had the dealer look at the car once again and they said they were getting the same misfire code. After a few hours I received a call stating they were able to clear the misfires for 4 of the sparkplugs, but that they would need to change the wires and coils for 2 of the plugs to 'see if that would work'. They kept my car for an additional 2 days to perform this service. I had to take time off from work to make 4 trips to the dealer in order for them to complete this service. I have the spark plugs and two of my associates say they look fine and that there is nothing wrong with the plugs. I tend to agree, as changing the spark plugs did not fix the issue - it was an unnecessary service. I also feel that the dealership broke something when they were changing the motor mounts. The car was running fine prior to me taking it in for service and spark plugs don't just go bad overnight. I talked to the VW shuttle driver who had to pick me up/drop me off each time and explained what was wrong with my car. He said it sounded like they had broken something when they changed the motor mounts, as the car was running fine with no problems prior to that time. I paid $394.67 for the spark plugs and $917.35 for the wires and coils, the first of which I feel was unnecessary and the second of which I believe was the fault of the dealer.Desired Settlement: I would like for the dealer to refund me the $394.67 for the unnecessary spark plug replacement and $917.35 for the damage they caused and then repaired. The total is $1,312.02.

Business

Response:

JUN 30 2014Dear **. [redacted],We have received the complaint filed by our customer [redacted] and reviewed our records and met with our team members and find the fallowing,[redacted] brought her vehicle to our facility for on oil change and maintenance service on June 5, 2014. Our technician noted while performing the multi point inspection 3 motor mounts were leaking and dry rotting. We recommended 3 of the motor mounts be replaced. We also replaced the engine air filter and the A.C. pollen filter. The day after we performed these services [redacted]’s vehicle was running very rough and the "check engine light” was illuminated. She brought the vehicle back to our facility and] we attached diagnostic equipment which indicated that there were misfires from cylinders 3 and 5. The process followed for these fault codes is step by step to assure that only needed parts are replaced. First, spark plugs are extracted and inspected. [redacted]'s plugs were found to have oil on the tips and they were fuel fouled. We also performed a fuel induction service. We advised [redacted] that in order to verify that the plugs and induction service had corrected the problem and that the faults did not reoccur we would need to keep the vehicle overnight to perform a "cold start” procedure. Our team did not properly communicate with [redacted] regarding when her vehicle would be ready and caused her to make repeated calls and ultimately to be without her vehicle over the weekend. On the following Monday when our porter was bringing [redacted]’s vehicle to her he noticed that the check engine light was again illuminated. We again attached diagnostic equipment to the vehicle and again the fault codes for misfires registered. The second step when the code reoccurs is to check the plug wires and coils. We discovered a short in the coil by swapping a known good coil into the vehicle and testing for faults. We suggested to [redacted] that the coil be replaced and we also suggested that the plug wires be replaced. The reason we also suggested the plug wires was that the manufacturer recommends that wires be replaced every 90,000 miles or sooner if arcking is observed. The vehicle had 116,000 miles on the odometer and [redacted] believed that the wires were original to the vehicle. We returned all replaced parts to [redacted] at her request and she rjotes in her complaint that friends have looked at the plugs and that, ‘'they look fine" our service manager, [redacted], would be happy to meet with **. [redacted] and show her the conditions we noted before recommending replacement. We would also be happy to meet with [redacted] to demonstrate to her that plug fouling could not be the result of motor mount replacement. Notwithstanding the above, in recognition of [redacted]’s inconvenience and loss of faith in us, and in hopes that we can restore [redacted]'s faith in us, we would be happy to refund the entire amount [redacted] paid for the repairs outlined in her complaint. We have forwarded our check to [redacted] in the amount of $1,312.02 along with a note of sincere apology. Please forward any questions or concerns to me.Yours sincerely,

Consumer

Response:

I have reviewed the response made by the Karen Radley Volkswagen in reference to complaint ID [redacted], and although I do not trust this dealership and will not be going back there, I find their resolution satisfactory. I appreciate your assistance in quickly resolving this matter!

Respectfully, [redacted]

Review: I want to file a complaint against Karen Radley Acura team in [redacted], VA (the Service Dept and Kyle the Assistant Manager). I've had hands down the worst experience of my life with them. I felt bullied, was humiliated, and I feel it was because I am a female. The issues are that the Acura team:

- do not communicate with each other nor with customers,

- they don’t follow through nor do the work they say they will do,

- they take too long giving no answers, updates, nothing (just ignore you and give excuses/run around),

- when asked for real answers/explanations or status, they treat you like you are wrong and spread the word to other team members so

they treat you the same,

- and as if that isn’t bad enough, they go out of their way to be insulting (especially the Assistant Manager Kyle)!

#1 I took my vehicle to get serviced at the end of April and asked them to check my volume as it was having issues with changing stations and CD track when I increase the volume and when I try to lower the volume it would instead increase the volume. I also had them do the oil because the oil light showed at around 15%, in addition to the regular 40k maintenance using my prepaid service coupon.

I pick up my vehicle and the oil light comes on within a couple of days showing it is at 15%. I call Acura Service in [redacted] and leave a voicemail because there was no answer the first few times I called (on different days at different times). I finally got in touch with someone who said it was an easy fix they can walk me through, but because I didn’t have my vehicle, I couldn't do it then. I called back later when I got off work and they were closed so I left a voicemail. No answer/return call. I called several times after and left a voicemail or message with the employees first to have the Service Manager (Jeremy) give me a call (which he never did) so then I asked for the Acura ?Manager to call me; he nerve did. I finally called back yet again for about the 9th time and demanded that the manager talk to me. The female was going to leave a message for him to call me but since they had yet to return my calls and almost 2 months later I still had the same issue, I demanded he talk to me right away. I finally got the Acura Manager on the line and he gave me excuses saying that the team didn’t return my call because they had not received my part that they ordered yet. I told him that had nothing to do with them contacting me to let me know what is going on and that it was unprofessional for them to just ignore a customer. He then smartly asked me when I wanted to come in as if it was my fault they had not contacted me. I later made an apt to come in this past week (week of 20 June 2014).

#2 My coworkers and I were on our way to a meeting off site so I decided to drop my vehicle off that Friday (20 June 2014), on our way to the meeting. The Acura team did not fail to disappoint yet again; they did not follow through with what they promised in that the loaner vehicle they said I would have, was not available. They sent me to [redacted] to get a loaner vehicle. Also, they took so long to do that, that my coworkers and I decided to just have the Acura shuttle drop us off. I told the Service guy that, but he said he would have to ask his manager and he kept stalling. Finally, after over 30-45m the [redacted] shuttle shows up so the guy says I have to take the rental. I told him I changed my mind because it is taking too long, we want the shuttle to drop us off and he said I can't do that, that I need to take the [redacted] vehicle. At this point, my 3 coworkers were noticing how no one was doing what they were supposed to do, no one communicated, followed through, nothing, so they stopped looking at vehicles and said they would purchase vehicles at an alternate location. I left my work # and cell phone # with the Acura Service Dept employee and told him I would be leaving work late around 6-7p and he said it was fine because they close late and they would call me when my vehicle is ready.

Left with no other option and with my team members already late for our meeting, we get to [redacted] to have yet another surprise. The [redacted] personnel did not know we were going to pick up a vehicle ([redacted] failed to give them the info) AND [redacted] charged me $50 for the rental to hold. I should not have to pay for the rental and should have been informed by the Acura team of what charges I was to incur prior to being sent over there. All I was told by the Acura team was not to worry because they have a contract with [redacted] so everything will be taken care of, yet it wasn’t. Also, [redacted] said they close at 6pm and Acura sent me there anyway knowing that I did not get out of work until after that time so I was not going to be able to return the car on time to [redacted]. According to [redacted] I would have to pay them for an additional day until I returned it.

#3 At 6pm I call Acura service Dept to find out the status of my car because no one called me. My coworker stayed late to see how this turned out, to see if Acura would correct their error or keep messing up. Yet again, Acura did not fail to disappoint. They did not know the status of my vehicle and after almost 20 plus minutes, I was told my vehicle is ready. No one called me to tell me that. I head to Acura and ask to speak with a manager because this was beyond disappointing. I wanted them to know that their lack of customer service and professionalism made them lose customers (me included); that is how I met Kyle. Kyle shrugged and didn’t care and the other Service Dept guy (a Hispanic male) asked me questions as if I was wrong for not knowing Acura policy. I told them I should not have to pay nor will I pay $50 for the rental and for the gas (which was 1/8 tank) because they did not disclose those charges to me. I also reminded the Hispanic male that he told me I had to take the rental because they wouldn’t take me where I needed to go using their Acura Shuttle. Had he disclosed the charges to me and communicated in advance, I would have just taken my vehicle back with me and came at another time versus being charged for this stuff. They failed and refused to make it right. Then I let them know that their "not caring" attitude was unprofessional and that is why I was recording them, so I could have proof. At that point, they look at each other and smile and Kyle pulls out his phone saying he will record me too then. He then points his camera to me as if mocking me and has a smirk on his face the entire time. They did not care to hear my complaint or anything.

I decided to just leave, but when I get to my vehicle I see that the service light (oil light) is still on showing over 800 miles overdue for service. That is one of the reasons I brought it in this 2nd time and they still didn’t do it! That is exactly what I was trying to explain to them in the 1dt place but they shrugged me off, didn’t care that they were losing customers (saying "okay" in a smart way) and then proceeded to mock me, humiliating me and at that point being bullies because they knew what they were doing and didn’t stop, instead they laughed about it. Frustrated and disgusted by how I was treated I started crying (I couldn’t help it) and I went back in to show the Hispanic service person exactly what I was talking about. In my 2nd video you hear me crying and you hear him saying how my vehicle is over 800 miles overdue and it still shows the light needed to be reset which is what I asked for before, but they wouldn’t listen to me.

I truly feel I was treated this way because I am a female. It was so obvious that even my coworkers noticed it and said it themselves. I'm disgusted with Karen Radley Acura's lack of service and professionalism and with the fact that they appoint people to be in managerial positions that do such disgusting things to customers. I see that is what Karen Radley Acura considers a good leader and representation of their company. How negligent must you be to turn on my vehicle after servicing it, seeing the yellow indicator stating I'm past due on my oil, yet ignore it for a 2nd time, when that was one of the reason I brought it in, in the 1st place? On top of that, I tried to bring to their attention how their lack of service was making them lose service and was not professional, showing customer they are incompetent and rather than do something to resolve this, the Acura staff (specifically the Assistant Manager, Kyle) found it necessary to go out of their way to mock me and be dismissive toward my complaints. Last, I recorded everything and told them why I was recording it, yet they did not care and blatantly mocked me while I was recording (you can hear them tell each other I was recording and you see Kyle recording me with a smirk on his face and taunting me). Rather than diffuse the situation with a simple apology followed by action to correct the issue, Acura's inexperienced and unprofessional staff found it necessary to make the situation worst with how they handled my situation not only in front of 3 other witnesses, but in front of a camera as well. Blatant disregard for a customer and completely disrespectful. You can't imagine how humiliated and unappreciated I felt as a customer; I truly felt bullied (especially by Kyle) to the point where it brought me to tears! I have that on camera as well plus you can use the video that Kyle recorded which I feel he may use to show others and mock me further. I need your help to hold them accountable for what they did. I have my video proof and the information for the 3 witnesses to corroborate my claims. Thank you.Desired Settlement: I want Karen Radley Acura to take disciplinary action against those who failed to do their jobs especially against Kyle for going out of his way to bully me the way he did. He is in a Managerial position yet rather than resolve the issue, he made it worst and only allowed the employees to do the same. The head Manager of Acura failed as well and by his response, I can see why everyone else responded the way they did. I also want an apology from the Acura team and I want a full refund for the money paid to them and [redacted] Car Rental.

Business

Response:

Dear [redacted],

I have

met with our team members and reviewed our documents regarding the complaint filed

by our service customer [redacted].

[redacted] visited us on April 26, 2014 for and oil change and tire rotation. We also ordered a steering wheel audio switch

and a left side rear view mirror glass.

The left side rear view mirror glass was on national back order and

arrived at our facility in early June.

[redacted] voiced her concern subsequent to her visit on April 26, 2014

that her maintenance minder indicator had not been reset. [redacted] has visited us 3 times for

service, but oil change and tire rotation only.

The maintenance minder indicator in an Acura should not be reset if a

manufacturer recommended service has been performed. Notwithstanding this [redacted]’s service

advisor, Omar reset the maintenance minder on her vehicle because of her high

level of upset with our poor communication.

I have

attached copies of Acura’s A1 and B1 maintenance requirements for [redacted]’s

future reference. [redacted] expressed

great upset regarding charges from [redacted] car rental. [redacted] had set an appointment day and

time with us to have her steering wheel audio switch and her left side rear

view mirror replaced. We scheduled

technician time and an Acura loaner vehicle for her appointment time. For reasons unknown to us, [redacted] did not

keep her appointment with us, nor did she notify us of her schedule

change. [redacted] arrived without

forewarning the following day expecting the same level of service. We were able to rearrange a technician

schedule and even though all of our loaner vehicles were on appointments we

were able to arrange an [redacted] vehicle for [redacted]. [redacted] should not have been charged for

her [redacted] vehicle at all as her mechanical repair agreement company, Acura

Care, was responsible for alternate transportation. I have reached out to [redacted] to verify

that [redacted] was indeed not charged.

[redacted] also requested that our team member Kyle and the other team members with

whom she interacted be disciplined. We

do not have nor have we had a team member named Kyle. Upon investigation we concluded that the

manager to whom she referred was Clint, Acura sales manager. We have dismissed Clint as well as her

original service advisor, Joe. Omar, the

Hispanic service advisor to whom she refers, according to our investigation,

performed his duties appropriately and actually exceeded expectations by

resetting her maintenance minder.

Please

feel free to contact me with any questions.

Yours

sincerely,

Karen

C. Radley

Karen

Radley Acura

Consumer

Response:

Much of the information that the Acura team

provided in their response is incorrect, which is part of the problem and partly

why I reported them. Every time I called to make an appointment for service, I

made it a point to inform the Acura team about the issues in advance and was informed

by the Acura Team that it was added to my notes so that it could be taken care

of during my appointment, yet when I pick up my vehicle I find that it wasn’t.

I did not come in to Acura for an oil change and tire rotation only, that is

just the only service the Acura team did when they were in fact supposed to

have taken care of the other items I mentioned to them prior when making my

appointment. Even the Service Manager apologized for it every time I picked up

my vehicle and they did not do the additional items requested. His excuse each time

was that they (the Aura team) must not have seen it. I proved that point to

Omar when I showed him that the issue the Acura team reported as having been

resolved (Acura claimed they provided a service), was in fact a lie. Omar saw

for himself that I was speaking the truth and that is why he took care of it

for me on the spot AFTER I was mistreated by the Acura team and provided

incorrect information by the Acura team.

Review: The ignition in my car wouldn't turn due to an ignition lock assembly that went bad. I had it towed to a repair place. They indicated they believed this would be covered under warranty. I called Karen Radley VW Service and described the problem and asked them if it would be covered under warranty. They stated it would. In fact, they added that $65 of my towing would be covered under the warranty as well. I then had it towed to Karen Radley VW in [redacted]. It turned out that, in fact, the repair was NOT covered under warranty and it would cost me $760.00 at Karen Radley, versus the original repair shop that I took it to, which would have cost $360.00. I then had it towed back to the original repair shop. Had Karen Radley VW not told me definitively that it would be covered under warranty (there was no hesitations or uncertainties in their statement), I would not have had it towed to them.Desired Settlement: I would like the $73.00 in towing to Karen Radley VW, and $65.00 from Karen Radley VW reimbursed (total of $128.00). Although they originally stated that $65 of my towing would be covered by the warranty, my warranty paperwork states $75.00 would be covered.

Business

Response:

June 26, 2014Dear **. [redacted],We are in receipt of the complaint tiled by our customer [redacted].We have reviewed our records and spoken to our team and find the following. **. [redacted] vehicle was towed to our facility and was diagnosed as having a grinding ignition cylinder. **. [redacted] indicates in her complaint that she was told by one of our team members, before she had her vehicle towed to us, that the repair would likely be covered under the mechanical repair agreement she had purchased for her vehicle. When her vehicle arrived and our service advisor had our technician perform the diagnosis **. [redacted] informed us that her mechanical repair agreement was from a company called [redacted]. Our service advisor called her mechanical repair agreement company for authorization and was informed that the ignition componentry is not covered under the [redacted] policy. Our service advisor called the regional manager of [redacted] on **. [redacted] behalf and the manager verified that indeed ignition componentry is not covered by the contract **. [redacted] was sold.We gave **. [redacted] a quote to replace the ignition assembly, **. [redacted], understandably upset and highly inconvenienced by the above occurrences, choose to have her vehicle towed back to [redacted], who replaced only the ignition cylinder, not the entire assembly.**. [redacted] has requested that the expenses for towing her vehicle to us and back to [redacted] be reimbursed to her. We have forwarded a check to **. [redacted] for one hundred and thirty-eight dollars ($73.00 plus $65.00 in tow charges) along with a letter expressing our sincere apology for the inconvenience she! experienced.Please contact me with any questions or concerns. Yours sincerely,Karen C. RadleyKaren Radley Volkswagen

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Horrifying experience. I have a 2004 3.5RL that I brought to Karen Radley Acura for a service. The steering rack was replaced with a known good replacement but the steering wheel was put in at a wrong angle. I brought it to the dealer to fix it thinking they'd at least get it done right. When I arrived I was ignored by everyone for 20 minutes. Finally getting help from someone I talked to on the phone, after asking for help from the payment desk, I was told that it was going to be hard to find a technician that wants to work on my car because "its difficult to work on" they kept my car for nearly five days and told me they tried but it kept "popping back out" when pressed for details they told me that they actually hadn't tried to do the work I asked them to perform. The car pulled to the right before I brought it there for work and it pulls to the right still so no work had been done that they said the did (said they did an alignment as well) When I called to speak the R** E[redacted]s he was unavailable and I was transferred to a service manager named A[redacted] who began to lie to me as soon as he decided he would talk to me. Not only did he lie but he was a bully by talking over me before I finished my questions or telling me bold face lies that made no sense. At the end of the conversation he told me I should take my car somewhere else. I have informed my good friend T[redacted] from Dr[redacted].com of my very poor experience and asked him to have corporate investigate and review Radley credentials. They have lots of very poor reviews when dealing with the service department.

Review: While purchasing a vehicle from Karen Radley VW, I informed them that I would be conducting a "trade down" when we began the deal. Once that was established, the dealership proceeded in processing my sale in a manner that prevented the deal from going smoothly. The dealer included unnecessary fees into the contract, leading me to believe that the dealership would be making the payoff for the vehicle that was traded in. Ultimately, the internal trade off from my credit union would have satisfied this, but I was asked to provide the dealership with funds to payoff the car. This circle of "who's job is it" led me to my credit union who informed me that the dealership has repeatedly refused to communicate what they needed to process the deal. This resulted in the processing necessary to complete the resolution with the credit union taking longer than the time until my first payment. This resulted in a delinquent status of my account because of the dealerships inability to communicate. The dealership continues to refuse to return calls or emails with any resolution. My credit union can't finish my processing and correction until the dealership concludes their part of the deal by submitting the pay off. Internally, they don't communicate with each other to identify the necessary steps to resolve. When I call, I have to repeat the entire situation to whomever happens to take my call(wrong person every single time) only to be told they aren't the right person.

Additionally, a second key that was promised was ordered as promised. Requiring specific programming that the dealership was unable to perform, I was asked to go to yet another dealership to get that key programmed at my own cost. After contest, they made arrangements for me to have the key programmed at no financial cost, but a significant inconvenience.Desired Settlement: I expect a sincere apology and a fair resolution to the encounter. I want my key programmed and a service credit at the brand dealership as I will not repay any courtesy to Radley following the resolution of this encounter.

Business

Response: