Open Road Acura of Wayne

Complaint: [redacted] I am rejecting this response because: This is not acceptable and this dealer needs to be responsible and refund me my money backWorst people I have EVER dealt with Regards, [redacted]

Janet F [redacted] General Manager, reached out to [redacted] to apologize for the delaySee belowIt was never our intention to withhold the money promisedSincerely, Missi C [redacted] [redacted] *** [redacted] Yes My sincere apologiesI was not aware that you have not received the check for the promised $ I haven't heard from you and didn't think you had any issues You will have the check by Tuesday via [redacted] We take our reputation very seriously and would hope the misunderstanding wouldn't damper your feelings for us

I received a message from our Service Manager, [redacted] [redacted] spoke to [redacted] personally and explained the processI received the following email with explanation: It is our policy to charge hour labor to remove radios andnav units to retrieve serial numbers should clients lose the id cardAcura corporate does not store thison file eitherAt a bare minimum we would require him to come down with aregistration to prove ownership of the vehicle before we give out the codeItdefeats the purpose of the antitheft feature to just give it out over thephoneI did speak to [redacted] personally and there was definitely amisunderstandingHe was uncertain of the actual procedure that needed to beperformedI am confident he is clear now and I don't for see this going anyfurtherI hope this explanation satisfies [redacted] Kind regards, [redacted]

** ***
I apologize for the delayThe check was sent out todayKind regrads,
Missi~

It is an unfortunate situation but Open Road Acura holds no responsibilty for the seat cover purchased on ***. We cannot guarantee that an item we know nothing about can or will fit on our productAny accessory purchased through out store would have been guaranteed.We are unable to
meet your desired settlement.Kind regards,*** ***

[redacted] D[redacted], General Manager of Acura Wayne, spoke to [redacted] this morning and has arranged for her to bring the car in ths afternoon. We are reimbursing her $210 for the previous work and will take a look at the car to address any concerns. We appreciate [redacted] business and intend on...

reassuring her faith in Open Road Acura of Wayne.Sincerely,
[redacted] C[redacted]

[redacted], General Manager of Wayne Acura personally processed the refund on March 2, 2016. There is an internal process that we have and it was delayed in our accounting department. We apologize for the dealy.
Sincerely,
[redacted] C[redacted]

Complaint: [redacted]
I am rejecting this response because:
This is not acceptable and this dealer needs to be responsible and refund me my money back. Worst people I have EVER dealt with.
Regards,[redacted]

Janet F[redacted] General Manager, reached out to [redacted] to apologize for the delay. See below.
It was never our intention to withhold the money promised.
Sincerely,
Missi C[redacted]
 
[redacted]...

[redacted] Yes 
My sincere apologies. I was not aware that you have not received the check for the promised $200.00. 
I haven't heard from you and didn't think you had any issues. 
You will have the check by Tuesday via [redacted] 
We take our reputation very seriously and would hope the misunderstanding wouldn't damper your feelings for us.

I received a message from our Service Manager, [redacted]. [redacted] spoke to [redacted] personally and explained the process. I received the following email with explanation: It is our policy to charge 1.0 hour labor to remove radios andnav units to retrieve serial...

numbers should clients lose the id card. Acura corporate does not store thison file either. At a bare minimum we would require him to come down with aregistration to prove ownership of the vehicle before we give out the code. Itdefeats the purpose of the antitheft feature to just give it out over thephone. I did speak to [redacted] personally and there was definitely amisunderstanding. He was uncertain of the actual procedure that needed to beperformed. I am confident he is clear now and I don't for see this going anyfurther. I hope this explanation satisfies [redacted]Kind regards,[redacted]

Overpriced, and not respectful of customer's time. Took 40 minutes to attempt to get an appraisal on a trade in- mind you, the dealership is empty. The sales manager, and salesman, Charlie, said they would give us a call shortly with numbers. By 11am the following day, still haven't heard anything, so I called Charlie who told me he was busy. By 4pm I still haven't heard from them so I called again. I was put on hold for 15 minutes. I was finally connected with Charlie who proceeded to give me an appraisal amount lower than several other dealerships and below KBB, Galves and Edmunds values. Additionally the lease pricing on the new car was more expensive than comparable cars in actual luxury brands (Audi and BMW). Definitely will not return and will spread word of the terrible service and unrealistic pricing. Avoid at all costs!

[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 [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

Review: I'm having a problem with getting my refund of 5,000 dollars back. I keep getting the run around. The stories that are being told varies from person to person.

Business

Response:

I personally spoke to [redacted] today and a check was issued and sent over night for Saturday delivery. The original check was sent to an incorrect address and we needed to re issue a second check.

The situation has been resolved.

Kind regards,

Review: I purchase the vehicle on 4/23/14. Until now dont have my plate number and registration card. Ive been calling almost twice every week after the 1 month temporary registration card expired. But they keep telling me different excuses and could not tell me the real reason. I already made my first payment to the bank and yet registration still not under my name. I beginning to worry that the vehicle has some issue. This is been so frustrating to me and wife. My wife even call MVS two weeks ago and they said they havent receive any paperwork under that vehicle VIN number. And everytime I called them it seems like they are being annoyed of me or my wife.Desired Settlement: I want them to reimburse all the payment I have made and will be making untill the registration is finally transfer to my name.

Business

Response:

Good morning,I can confirm that the plates and registration were sent out yesterday via [redacted]. We apologize for any frustration but at times there are administrative issues that delay the process.It is never our intention to make a customer wait.Kind regards,[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I am really dissatisfied with your service, and the fact that it only got resolved because I have made this complaint thru Revdex.com. Thru all this wait, frustration and wasted my time its only fair from you to offer me any complimentary service.

Regards,

Review: I have a 2005 Acura TL that I purchased at Open Road Acura of Wayne. I am in the market for a newer preused Acura TL or TXS from model 2008 year and up. Currently I am getting my current car ready for sale or trade in. Anytime there is a new battery a reset code needs to be entered into the Nav computer. That controls the radio the Nav, the CD player etc. The Acura dealership will not give me the code. I have asked two people at the dealership. They instead suggest that I spend $1,200 and have the Nav removed so the serial code can be read off the back of the Nav to reset everything and then they will reinstall the Nav. In every new Acura automobile with Nav this code is buried somewhere on a card in the owner's manual or at least it was in 2005 when I purchased the car new. I don't have the card code any longer or I cannot find it. I have looked and looked for it. Obviously at the very least even if the dealship does not have this code at its fingertips this is all maintained in corporate in Japan and is searchable via VIN number, which of course I have. That of course takes effort and is easier to just tell me to spend $1,200 that I don't have and cannot afford just to get a 4 digit code. That is more than absurd.

This lack of effort will weigh heavily on my decision in what dealership I choose to transact with on my next car purchase. Those who don't care to help me obviously are not willing to earn my business. Happy ThanksgivingDesired Settlement: I just need a replacement card that has the four digit code or just the four digit code.

Business

Response:

I received a message from our Service Manager, [redacted]. [redacted] spoke to [redacted] personally and explained the process. I received the following email with explanation: It is our policy to charge 1.0 hour labor to remove radios andnav units to retrieve serial numbers should clients lose the id card. Acura corporate does not store thison file either. At a bare minimum we would require him to come down with aregistration to prove ownership of the vehicle before we give out the code. Itdefeats the purpose of the antitheft feature to just give it out over thephone. I did speak to [redacted] personally and there was definitely amisunderstanding. He was uncertain of the actual procedure that needed to beperformed. I am confident he is clear now and I don't for see this going anyfurther. I hope this explanation satisfies [redacted]Kind regards,[redacted]

Review: I purchased head lights for my vehicle back in July 2015, and the lights were defective and burned out in two months. I returned to the dealer to get the product exchanged and was told that even though I have a year warranty on the product they were not going to replace it. I then spoke to many other managers and was told the same thing.Desired Settlement: I want the warranty to be honored and replace the head lights.

Business

Response:

[redacted] purchased headlights for a 2007 TL-S with our parts department. However, he shared with our team that he was putting them in his vehicle in which was not a 2007 TL-S. (It is believed that his vehicle is a 2005 TL) It was explained that we would not install them ourselves because they weren't meant for his model. In addition different bulbs could damage the lights. 2 months after the purchase [redacted] returned to the dealership with melted bulbs inside of the headlight. [redacted] spoke to Charles C[redacted], our counter employee, and said he used non-oem bulbs in the new 2007 TL-S headlights for his vehicle. Dan P[redacted] Parts Manager of the dealership, spoke to [redacted] the following day and confirmed the conversation that Charles had with him. Dan explained that we could not help because he was fully aware of the risk. [redacted] has been a customer for years and we appreciate his business and admire his love for his car but we cannot refund his money. The headlights are not faulty but were used improperly on a car that they were not intended for.Sincerely,Missi C[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:They never warned me of anything, they sold me the part knowing that I intended to install them on my 2005 TL, and they were excited for what I was doing. I don't want a refund I just want them to honor the warranty.

Regards,

Business

Response:

The service department staff did not recommend nor encourage this project. If the part could be warrantied, we would. However, it cannot be. There is no benefit to the Acura dealership refusing to do so. We appreciate your business and hope you understand our decision. Sincerely,Missi C[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:When I approached the parts department (Charlie and Dan) and told them about what my intentions were, they did not warned me that this was going to happened. I even spoke to Julio from the service department and he stated to me that all the parts fit, because I was planing on changing the whole front of the car from the 2005 to the 2007, and Julio said to me that the lights fit, the bumper fits and the fog light I would have to get wiring because the 2005 did not have fog lights, and to get a separate harness.Also, according the the Honda/Acura parts warranty, on the Warranty Coverage article it specifically states:That will also warranty parts purchased but not installed by an authorized Acura dealer will be repaired or replaced without charge for the parts, but labor charges will be your responsibility.I really do feel this is discrimination because of my race.

Regards,

Daniel Agosto

Business

Response:

There has been a good relationship in the past and I hope we can get back to that but unfortunately we cannot meet on a resolution.We have acted fair and do not benefit in refusing to return the parts.Sincerely,Missi C[redacted]

Review: I have been dealing with Acura for the past 4 yrs ever since I purchased my vehicle from an outside source I have an 08 Tl apparently lately I been having more problems than usual with my car even at that I keep coming back to this dealership all of a sudden it was the alternator here I go changed that part, that did not fix the problem then they tell me it was the starter from my car and here I go again and change it but of course my car still persist with the same problem I have been going to Acura and getting the only run around from everyone I have spoke to [redacted],[redacted] and of course have been trying to get in contact with [redacted] who they said is the manager who can authorize this refund but of course I never got a call back from him and of course asked to speak to the general manager and yeah hes not available either. I know my I dont have a new car but I have been trying to maintain it I feel as if im dealing with a scam company because after me taking the car back to the dealer now they tell me it can be the manufacter alarm I feel as if theyre guessing their way around what can be wrong with my vehicle. as I told them all I want is my money refunded and for my car not to be even touched anymore.

Business

Response:

[redacted] has a complaint about her vehicle in which it stalls and/or does not start. Everytime she brought the vehicle in the problem could not be duplicated and always started. As per her request we have replaced the items which “could” have been the problem as it is a “phantom” problem. We know that the faults in the car show the alarm system. [redacted] had this installed after market.[redacted], General Manager of Acura Wayne, will call and work on an agreeable resolution. SIncerely,[redacted]

Review: Back in November 2014, I went to the dealership to buy and a car, they told me everything was fined, then they asked me to give a deposit in which I gave them $1400 cash and $ 100 on a debit card. It was after 5:00 PM, they told me all banks are closed to come back the next day to pick up the car. the next day they told me that I was not qualified for the car unless I want to pay more money per month, I told them that I could not afford anymore than what I was supposed to pay which was $ 325 per month for a 2009 Honda crv, then they mailed me a check for only $ 1400 and they told me I have to bring the debit so they can deposit the other $ 100 . I drove there gave them the card, they copy all my information and until now I still don't get my money. Every week I called them and it's the same story, sorry we will send it tomorrow. Up to now I am still waiting and they are not showing any sign that they want to pay me back.

Business

Response:

Open Road Acura attempted refunding $100 to the original form of payment which was a debit card. The transaction was returned as invalid. A copy of the refund check is attached for your reference. We apologize for any inconvenience.Sincerely,[redacted]

Review: I bought a car seat cover from this place on [redacted] and paid 187.00! The seat covers DO NOT FIT! I had contacted the dealer and they said that it does fit and will not refund my money. This is truly a scam and I want my money back for this defective product. The dealer has been terrible to deal with and has poor communication. I would never buy or recommend anyone buy anything from them ever again. I also filed a dispute with my CC COMPANY.Desired Settlement: I want the full refund if 187.00 and I already returned the seat covers back to this dealer.

Business

Response:

It is an unfortunate situation but Open Road Acura holds no responsibilty for the seat cover purchased on [redacted]. We cannot guarantee that an item we know nothing about can or will fit on our product. Any accessory purchased through out store would have been guaranteed.We are unable to meet your desired settlement.Kind regards,[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This is not acceptable and this dealer needs to be responsible and refund me my money back. Worst people I have EVER dealt with.

Regards,

Review: I went to OpenRoad Acura on 1/30/2016 to lease a [redacted] 2016 car and paid a deposit of amount $910 (1 month payment of 500 + DMV Fees of 410). I could not take possession of car as I was required to visit them again to fill credit application and other paper work However, due to unwanted circumstances I had to cancel the deal and informed the sales person within a week. I have called Sales team to proceed refund however I have not seen refund and even after calling/emailing/leaving voicemail to General Manager, I have not seen refund.

Kindly advise.Desired Settlement: Proceed with refund to original method of payment (i.e[redacted] credit card)

Business

Response:

[redacted], General Manager of Wayne Acura personally processed the refund on March 2, 2016. There is an internal process that we have and it was delayed in our accounting department. We apologize for the dealy.Sincerely,Missi C[redacted]

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,