Pohanka Acura

**and [redacted] , presented their [redacted] to our service department on 8-30-They stated that the vehicles back up camera system was malfunctioning** [redacted] was given a loaner vehicle while we diagnosed his vehicleWe were unable to find any malfunction with vehicle at that timeThe client was contacted and the repair order was closed the same day ** [redacted] returned to our service department on 10-19- and had a concern of the Navigation system intermittently going blank while driving**and [redacted] were provided a loaner vehicle while we diagnosed the vehicle for the concerns statedWe were unable to immediately reproduce the concernAfter contacting the manufacturer’s Technical assistance department, we were directed to replace the navigation system and the HDD unitThe parts were ordered** [redacted] spoke with our Service Manager, Drake S***, in detail about what had been done with his vehicle and when we expected the parts to arrive** [redacted] was contacted by our service department when the parts arrived and the navigation unit and HDD unit were replacedAfter replacement of the navigation unit the system preformed as designed On 12-8-**and [redacted] returned to our service departmentThe concern was that the forward collision warning system indicated warning by sounding a warning beep and turning on a brake lampAfter testing the system we found that the system operated as designed by the manufacturerContact was made with Acura’s technical assistance about this concernWe were advised re - aim the forward looking cameraRetested the system and again the system worked as designed Our Service Manager, Drake S [redacted] spoke with the [redacted] ’s on 12-9-about the steps Pohanka Acura had taken to address this concernAt this time Pohanka Acura is unable to identify any vehicle malfunction, and therefore consider the vehicle to be operating as designed

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:You did tell me exactly what I said you said The summer sales event started on June 1st I bought my car June 3rd, you should have honored the flyer In regards to my mileage, Pohanka had been only ONE servicing my Mdx for years, you know my mileage! I can just give you my name and you can look up all my years of servicing and loyalty to Pohanka And see my mileage! The voucher came directly from Pohanka no other dealership who wouldn't know my mileage! Don't say that the flyer didn't include in my mileage? Then why send that deceiving flyer? Beyond that flyer, you do not mention the $incentives letter I received as well! Which was for the summer sales event that started June 1st Once again, I bought my car June 3rd! Why would you not honor that letter? Regards, [redacted]

Our records indicate the title was printed by DMV on June 10th [redacted] ***, Pohanka Acuras title clerk, called [redacted] this morning and left her a voicemail with that information as well as the title number

From: Steve W [redacted] < [redacted] @pohanka.com>Date: Thu, Jan 22, at 11:AMSubject: Response to case # [redacted] To: [redacted] < [redacted] @myRevdex.com.org>Pohanka Acura would like to assist ** [redacted] in resolving any operating issues he may be having with his vehiclePohanka Acura utilized our shop foreman, who is also an Acura Master Technician and has over years of experience with Acura, as well as Acura Tech Line (Acura’s version of tech support) trying to identify possible causes of ** [redacted] s complaintDuring the last visit we were unable to duplicate ** [redacted] ’s concerns, and assessed the vehicle to be operating as designed by AcuraIf Pohanka Acura is able to duplicate an instance in which the vehicle does not operate as designed, we will then be able to identify the cause and make whatever corrections are necessary to correct the issue

I spoke with [redacted] on May 19, at approximately 11:30am [redacted] gave me a detailed account of both her sales and service experience at Acura She indicated that she has returned back to the dealership times for both sales and service related issues We acknowledge that there were issues with both the transaction paperwork and a scratched rear view mirror She also mentioned that she has filed a complaint with the Revdex.com The paperwork issue was the result of entering the wrong VIN# for her vehicle The vehicle was delivered February 1st on the last day of the January sales month She indicated she had to come back to the dealership twice to get it corrected Our recollection (Ray Morton) was that she only returned once to get everything resolved In fact, we had to repeatedly make calls to have her bring in deal stips required from the lender for approval The rear view mirror was replaced in short order after the delivery The vehicle was subsequently brought in early April with 3,miles for an A/C issues (not blowing cold air) The A/C was evacuated and recharged which was covered under warranty We also performed a “Multi-Point” inspection free of charge The vehicle returned in the middle of April with a dead battery and oil leak The battery was replaced along with the front side valve cover gasket We also performed a full exterior detail free of charge (retail value $129) In addition to the free detail, Jon G [redacted] offered to provide complimentary services (A($plus tax value) and B($plus tax value) Our records indicate that she did return to the dealership times Once to buy it, the next day to repair the rear view mirror, another to resign the paperwork, another to get the A/C fixed, and the last service visit We attempted to offset this inconvenience with $worth of complimentary services I again offered an apology for the issues I recapped what we had previously offered as a gesture of good will and respectfully told her that I felt it was more than reasonable She disagreed and countered with a demand that Pohanka Acura pay her a sum equal to her monthly payment ($898.16) I then offered an additional full detail ($value) in conjunction with either of the complimentary services already offered I offered to either meet her in the lane when she arrived for service or pick up and deliver her vehicle during either of those services She declined and again countered with her offer of Pohanka Acura reimbursing her $ I again respectfully declined The conversation was cordial and respectful but there was no agreement other than my offer for the services plus the additional full detail The retail value of all the services offered above now total $ Let me know if you any additional info Joe W [redacted] COO Pohanka Automotive Group Additionally, I myself had the Loudoun County treasurer ( [redacted] ***) have one of his people call her directly to change her county decal over to the new car as for her NOT to have to go back to the county a second timeSo, she made the one initial visit, which everyone has to make to obtain the county sticker, but because of our mistake I set it up that she would not have to go againThis was so there was no inconvenience to her at all, since that was her largest concern once we changed the paper work for the correct vehicle identification number I followed up with [redacted] myself to ensure it done as well as an initial delay of days on her first payment from Acura Financial services was enacted for the fact we had her car for so many daysThe multiple visits were essentially the reason I had done these two thingsExpecting as her and I discussed, this would resolve the issue entirely and help make her feel better about the error and not be further put out of her wayBoth of which were accomplished Lenny G [redacted] General Manager

*** Everytime we took our car to the dealership between Pohanka Acura and Acura customer service, both keep telling us they are unable to reproduce the problemHowever, when we drive the car, it frequently is alertingTheir final resolution was to tell us that the forward collision warning system is a “feature” with various settings, including the ability to turn the “feature” off Do you think is that fair to the customer to pay dollras for the this kind of the car and not be able to use all the "featurer"? Everytime we went to this dealership they trerat us not very right beacuse they tried to dismiss us and our propblem! Thank you again and have a good day! V/R [redacted] ###-###-#### Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

The fee is charged to us (the dealer) and we have paid it to the lenderIt only shows up on their (client) statementSo, the manager at [redacted] will be calling her to clarify, however we are asking the Credit Union change their process to include a better description because this is the second client that has had this issue and frankly we understand their frustrationWe apologize for the confusion and hope they will change their complaint to a resolved issue once the clarification is made? Thanks you, Lenny G [redacted] GM

Pohanka Acura regrets the experience *** [redacted] had at our dealership [redacted] is one of our Service Managers and spoke with *** [redacted] via telephone after her visit and he offered to be her point of contact for all service moving forward** [redacted] does not recall any part of the conversation that should have led *** [redacted] to the conclusion that he did not believe her version of events, and feels he may not have effectively communicated his thoughts to herWe apologize for that** [redacted] did send *** [redacted] $worth of gift cards as a good will gesture in the hopes of mending the relationshipPohanka Acura is in the process of reevaluating our tablet signature process based on *** [redacted] 's feedbackWe very much hope *** [redacted] is happy with her future experiences here at Pohanka Acura

I spoke with client todayWe are putting a windshield in his [redacted] at no charge to clientHe agreed with this solutionApparently his windshield cracked while windshield city was doing a related repair Kyle C [redacted] Service Manager Pohanka Acura ###-###-#### (main) ###-###-#### (direct) ***@pohanka.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The number of visits have not been accurately notated in their systemi.ethe return visit to repair the driver's side mirror holder wasn't notated The vehicle was retrieved and upon arrival home the holder became attachedThus the return visit to correct this issueTherefore visits to correct a minor issueAdditionally resign documents on two separate occasions after initial receipt of carHusbands name input incorrectly on paperwork and in system.( Input into the system as [redacted] not [redacted] ***)Pen and ink change done on one occasionOn the visit the next day to re-sign the documents the documents were not availableThus this I am counting as one visitThe second occassion of the paperwork being resigned, Ray the finance specialist was not available to help thus we were assisted by someone else Upon resigning of the documents, we advised the incorrect phone number was on fileTherefore this information never was changed in the system until a later visit and I requested to ensure that the information be updated and not just completed via pen and ink change I am not accepting the offer for free services due to the multiple number of visits to the dealership regarding a brand new car within a short period of timeI am not 100% confident in Pohanka Acura's ability to repair the vehicle correctly the first timeThis is due to the multiple visits to correct minor issues which resulted in return trips to correct the minor issues I was advised that some of the problems were a result of the car being delivered and not properly/thoroughly being inspected upon delivery to the dealershipFor example the AC wasnt workingI was advised this was an oversight and not caught upon delivery due to the temperature outside was cold Regarding the paperwork, not only was this information given to the County but this information had to be reconveyed to the insurance company as wellThus an additional incovenience I requested a full month's payment as a result of the multiple trips to the dealership and not having the car in my possession for a full month until recently I have tried reaching out to the Pohanka staff to resolve this issuehowever as noted this situation wasn't followed up by any of the Pohanka General Manager's Regards, [redacted] -***

I had contacted the Revdex.com number one day after I submitted the complaint and asked to withdraw the complaint because Pohanka Acura and I have reached a mutual resolution to the issueEvidently the withdrawal request did not go throw, but anyway, 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]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: Yet again, none of my concerns in my previous response were addressed by your response, MrC***Nothing was mentioned about the video I provided, nor about the fact that the apparent brake inspection results were completely wrongThe braking system was indeed checked during this service, as you pointed out several timesThis is why I require the refund of this serviceIf not, I need reimbursement for the brake service, for which I can send the receiptIt is about $It is very concerning that there are no cameras in the service area, and I will make sure others know about this lack of basic insurance that I expect the claimed #dealership to haveIf not for customers, you should have this protection for your own employeesRegardless, I am not surprised that in one way or another, something that could easily end this dispute was unavailable to meI have initiated a complain with my credit card company, as I am well aware that the Revdex.com gets a payment from Pohanka to get the rating of A+ Regards, [redacted] ***

Pohanka Acura acknowledges that we did in fact not complete the emissions that we charged *** *** forThis was an oversight on our part*** ***'s emissions test is completed and we refunded him the $charged

Since the time this complaint was filed, Pohanka Acura has taken the *** back, given *** *** a full refund, and delivered to her an SUV that better suits her needsAt my last check, *** *** was satisfied with the outcome

*** did purchase a new MDX from us on June 3rd*** did speak with me regarding a flyer she received after her purchaseAt no time during our conversation was *** told that if she had gotten the flyer before her purchase I would honor itI explained to ***
*** that the vehicle in the advertisement was a base model MDX AWD and was heavily discounted because it was not in high demand like the MDX AWD Tech model that she purchasedThe flyer also had a estimated offer for her vehicle of "up to $12,155"That dollar amount is an estimate and does not factor in the 184,miles the vehicle had on it when it was traded I tried to explain this to *** on the telephone but she was very upsetWhat I did tell *** regarding the flyer was that if she had received it before her purchase and brought it in I would have explained everything to her exactly the same way and she would have had the option to accept the explanation and move forward with the purchase or decide not to move forwardThat was obviously no longer an option. Pohanka Acura's position on this matter is that, while it is unfortunate that she is not happy with the agreement that she made and the contract she signed on June 3rd, there is nothing in the flyer she received that would have altered that contract and therefore Pohanka Acura will not be offering any compensation

Mr*** came to our dealership on 6/24/for an oil and filter change and replacement of spark plugsThose were the only services performed, we recommended air and cabin filters but Mr*** declinedNothing else other than a visual inspection was performed at this
time
Mr*** then returned to the dealership on 7/2/complaining of a humming noise in reverse and a rattling from under the vehicleThe only thing we found were the catalytic converter heat shields were rusted and being held together with clampsThis repair was performed by another facility prior to Mr***'s visit on 6/
The repair on the heat shields also happens to be an improper repair, the manufacturer recommends replacing the shieldsWe did not quote a price to check out what the problem was, we quoted a price to repair what the problem we saw wasOnce again, an issue the vehicle had prior to it being brought into our repair facility and not caused by us
Mr*** has also contacted the manufacturer, American Honda, to lodge a complaint against us. Apparently he took the car to an independent repair facilityThe independent suggested he replace the brake pads to get rid of the noise, we had inspected the brakes on the vehicle and all measured well above minimum specsMr***'s complaint to the manufacturer is we replaced his brake pads with used ones while his vehicle was in for service, an accusation that not only is incorrect but absurd
Once again, the only issue we found was the rusted and rattling converter heatshields which were installed somewhere elseA problem, whether making noise before he came in, was clearly occurring prior to Mr***'s initial visit on 6/I've attached the invoices from 6/and 7/as well as the inspection report on 7/where his brake pads were measuredThe front were 8mm and rear 6mm, brand new pads at 10mm in thickness
Since none of Mr***'s current issues with the vehicle were caused nor repaired by us I'm not quite sure what the complaint's purpose holds. Please feel free to contact me if you need any further information
Lenny Gonzales

On Thursday July 10th, **and *** came in and met with the company COOAn agreement was reached and financial concessions were madeWe look forward to servicing ***'s MDX in the future

From: Steve W[redacted] <[redacted]@pohanka.com>Date: Thu, Jan 22, 2015 at 11:45 AMSubject: Response to case # [redacted]To: [redacted] <[redacted]@myRevdex.com.org>Pohanka Acura would like to assist **. [redacted] in resolving any operating issues he may be having with his vehicle. Pohanka Acura utilized our shop foreman, who is also an Acura Master Technician and has over 20 years of experience with Acura, as well as Acura Tech Line (Acura’s version of tech support)  trying to identify possible causes of **. [redacted]s complaint. During the last visit we were unable to duplicate **. [redacted]’s concerns, and assessed the vehicle to be operating as designed by Acura. If Pohanka Acura is able to duplicate an instance in which the vehicle does not operate as designed, we will then be able to identify the cause and make whatever corrections are necessary to correct the issue.

**. and [redacted], presented their 2014 [redacted] to our service
department on 8-30-14. They stated that the vehicles back up camera system was
malfunctioning. **. [redacted] was given a loaner...

vehicle while we diagnosed his
vehicle. We were unable to find any malfunction with vehicle at that time. The
client was contacted and the repair order was closed the same day.
**. [redacted] returned to our service department on 10-19-14
and had a concern of the Navigation system intermittently going blank while
driving. **. and [redacted] were provided
a loaner vehicle while we diagnosed the vehicle for the concerns stated. We
were unable to immediately reproduce the concern. After contacting the
manufacturer’s Technical assistance department, we were directed to replace the
navigation system and the HDD unit. The parts were ordered. **. [redacted] spoke
with our Service Manager, Drake S[redacted], in detail about what had been done with
his vehicle and when we expected the parts to arrive. **. [redacted] was contacted
by our service department when the parts arrived and the navigation unit and
HDD unit were replaced. After replacement of the navigation unit the system
preformed as designed.
On 12-8-14 **. and [redacted] returned to our service
department. The concern was that the forward collision warning system indicated
false warning by sounding a warning beep and turning on a brake lamp. After
testing the system we found that the system operated as designed by the
manufacturer. Contact was made with Acura’s technical assistance about this
concern. We were advised re - aim the forward looking camera. Retested the
system and again the system worked as designed.
Our Service Manager, Drake S[redacted] spoke with the [redacted]’s on
12-9-14 about the steps Pohanka Acura had taken to address this concern. At
this time Pohanka Acura is unable to identify any vehicle malfunction, and
therefore consider the vehicle to be operating as designed.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:You did tell me exactly what I said you said.  The summer sales event started on June 1st.  I bought my car June 3rd, you should have honored the flyer.  In regards to my mileage, Pohanka had been only ONE servicing my Mdx for 9 years, you know my mileage!  I can just give you my name and you can look up all my years of servicing and loyalty to Pohanka.  And see my mileage!  The voucher came directly from Pohanka no other dealership who wouldn't know my mileage!  Don't say that the flyer didn't include in my mileage? Then why send that deceiving flyer?  
Beyond that flyer, you do not mention the $6195 incentives letter I received as well! Which was for the summer sales event that started June 1st.  Once again, I bought my car June 3rd!  Why would you not honor that letter?  
Regards,
[redacted]