Initial Business Response /* (1000, 10, 2015/02/27) */
We have spoken in depth with [redacted] O'[redacted]. His complaint with Acura of Springfield is however unjustified. The work he says "wasn't done" or "wasn't done properly" in fact was done and documents are stored that show the work was done for the...
previous owner of the vehicle on July 11, 2013 with 106,167 miles. Additionally, the timing belt and water pump repair was performed by one of our master technicians that perform this type of repair regularly. [redacted] purchased the vehicle on October 4, 2013 with 106,260 miles. Since [redacted]'s purchase, it has been a little over a year and he has driven the vehicle about 18,000 miles, the timing belt would normally not wear out in that time or mileage, but could be stretched and worn the way that it is from aggressive and high RPM driving. [redacted] sent us a link of a video showing the belt slack, additionally in that link were multiple photos of the Acura TL in question, on a "Dyno machine" at some point between his purchase from us and now. A Dyno machine will measure a vehicles horsepower and torque by strapping the car down and accelerating the engine to its limits for several minutes or even longer. Doing this can be very hard on a vehicles engine and specifically the timing of the engine, thus the timing belt. It is our belief that this is what has caused the abnormal wear of the vehicles timing belt. Attached in my response are the pictures I mention. The vehicle was sold to [redacted] "As-Is with No Warranty" due to it having over 100K miles at the time of purchase, however we did offer and still do offer assistance in discounted parts and labor to repair the vehicle, however, due to the fact that he lives in Colorado, he is unable to bring the car to us.
Initial Consumer Rebuttal /* (3000, 12, 2015/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are multiple issues with this statement. No in depth conversation has ever happened after I sent a video to Acura of Springfield showing the slack the timing belt has. I called and spoke with them before sending the video but they were not very helpful, stating that they would need the video or proof of failure from a certified Acura dealer before they could assist me. After sending an email with the video I called back multiple times to verify the video was received, no one would answer or call me back. Finally a response was sent via email in which stated "being sold "As Is No Warranty," there isn't anything we can do. If he lived locally, I'd say we could give him a reduced labor rate, to do the repair, but from what I understand, the vehicle is in Colorado." No where in that statement was I actually offered a discount on parts or labor. When I purchased the car, they knew I was living in Colorado and I would not be staying in Springfield, MO with the car. Again the statement reads "If he lived locally, I'd say we could give him a reduced labor rate", meaning I have to live locally in Springfield, MO to receive the discount on labor only, as no discount on parts is ever mentinoed. Secondly the car was on a Dyno for emissions purposes, as emissions tests are required every two years in Colorado or when a used car is first brought to the state. I could not legally register the car in Colorado without putting the car on the Dyno to test emissions. I understand that Springfield, MO does not have emissions and therefore may not understand all aspects of using a Dyno. The picture(s) that the Acura of Springfield uploaded do not work. Although the car being on a Dyno is irrelevant, as the work was never done or not done properly. This was verified by an Authorized Acura dealer (Mile High Acura) and an independent shop. Also there is nothing to show that the car was driven aggressively or at high RPM's, these are all assumptions made by Acura of Springfield.
Final Business Response /* (4000, 21, 2015/03/17) */
[redacted], all our work is documented and stored, the timing belt replacement was performed for the previous owner, at the time, while he was here, he saw a new vehicle and decided to trade. The Repair Order on file documents the work done. If the work had been done improperly, signs such as a check engine light caused by spark plug miss-fire would have shown up immediately, let alone over a year and 18,000 miles of use. We do apologize and understand about the needed repair.
Thanks,
[redacted]
[redacted]@jaywolfe.com
(XXX) XXX-XXXX
Final Consumer Response /* (4200, 23, 2015/03/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All you have is a piece of paper that says you did the work. I have multiple shops saying otherwise that have seen the car. These are 100K mile parts, they failed in 15K miles. The Check Engine Light is not from a bad spark plug, this is known by all parties.
Acura of Springfield acknowledged that the timing belt components need repair after 15K but is not willing to do anything about it.
Initial Business Response /* (1000, 10, 2015/02/27) */
We have spoken in depth with [redacted] O'[redacted]. His complaint with Acura of Springfield is however unjustified. The work he says "wasn't done" or "wasn't done properly" in fact was done and documents are stored that show the work was done for the...
previous owner of the vehicle on July 11, 2013 with 106,167 miles. Additionally, the timing belt and water pump repair was performed by one of our master technicians that perform this type of repair regularly. [redacted] purchased the vehicle on October 4, 2013 with 106,260 miles. Since [redacted]'s purchase, it has been a little over a year and he has driven the vehicle about 18,000 miles, the timing belt would normally not wear out in that time or mileage, but could be stretched and worn the way that it is from aggressive and high RPM driving. [redacted] sent us a link of a video showing the belt slack, additionally in that link were multiple photos of the Acura TL in question, on a "Dyno machine" at some point between his purchase from us and now. A Dyno machine will measure a vehicles horsepower and torque by strapping the car down and accelerating the engine to its limits for several minutes or even longer. Doing this can be very hard on a vehicles engine and specifically the timing of the engine, thus the timing belt. It is our belief that this is what has caused the abnormal wear of the vehicles timing belt. Attached in my response are the pictures I mention. The vehicle was sold to [redacted] "As-Is with No Warranty" due to it having over 100K miles at the time of purchase, however we did offer and still do offer assistance in discounted parts and labor to repair the vehicle, however, due to the fact that he lives in Colorado, he is unable to bring the car to us.
Initial Consumer Rebuttal /* (3000, 12, 2015/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are multiple issues with this statement. No in depth conversation has ever happened after I sent a video to Acura of Springfield showing the slack the timing belt has. I called and spoke with them before sending the video but they were not very helpful, stating that they would need the video or proof of failure from a certified Acura dealer before they could assist me. After sending an email with the video I called back multiple times to verify the video was received, no one would answer or call me back. Finally a response was sent via email in which stated "being sold "As Is No Warranty," there isn't anything we can do. If he lived locally, I'd say we could give him a reduced labor rate, to do the repair, but from what I understand, the vehicle is in Colorado." No where in that statement was I actually offered a discount on parts or labor. When I purchased the car, they knew I was living in Colorado and I would not be staying in Springfield, MO with the car. Again the statement reads "If he lived locally, I'd say we could give him a reduced labor rate", meaning I have to live locally in Springfield, MO to receive the discount on labor only, as no discount on parts is ever mentinoed. Secondly the car was on a Dyno for emissions purposes, as emissions tests are required every two years in Colorado or when a used car is first brought to the state. I could not legally register the car in Colorado without putting the car on the Dyno to test emissions. I understand that Springfield, MO does not have emissions and therefore may not understand all aspects of using a Dyno. The picture(s) that the Acura of Springfield uploaded do not work. Although the car being on a Dyno is irrelevant, as the work was never done or not done properly. This was verified by an Authorized Acura dealer (Mile High Acura) and an independent shop. Also there is nothing to show that the car was driven aggressively or at high RPM's, these are all assumptions made by Acura of Springfield.
Final Business Response /* (4000, 21, 2015/03/17) */
[redacted], all our work is documented and stored, the timing belt replacement was performed for the previous owner, at the time, while he was here, he saw a new vehicle and decided to trade. The Repair Order on file documents the work done. If the work had been done improperly, signs such as a check engine light caused by spark plug miss-fire would have shown up immediately, let alone over a year and 18,000 miles of use. We do apologize and understand about the needed repair.
Thanks,
[redacted]
[redacted]@jaywolfe.com
(XXX) XXX-XXXX
Final Consumer Response /* (4200, 23, 2015/03/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All you have is a piece of paper that says you did the work. I have multiple shops saying otherwise that have seen the car. These are 100K mile parts, they failed in 15K miles. The Check Engine Light is not from a bad spark plug, this is known by all parties.
Acura of Springfield acknowledged that the timing belt components need repair after 15K but is not willing to do anything about it.