Pohanka Acura

Pohanka Acura regrets the experience [redacted]. [redacted] had at our dealership. [redacted] is one of our Service Managers and spoke with [redacted]. [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]. [redacted] to the conclusion that he did not believe her version of events, and feels he may not have effectively communicated his thoughts to her. We apologize for that. **. [redacted] did send [redacted]. [redacted] $60 worth of gift cards as a good will gesture in the hopes of mending the relationship. Pohanka Acura is in the process of reevaluating our tablet signature process based on [redacted]. [redacted]'s feedback. We very much hope [redacted]. [redacted] is happy with her future experiences here at Pohanka Acura.

**. [redacted] 
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 problem. However, when we drive the car, it frequently is
alerting. Their 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 50.000 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]

[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]

The fee is charged to us (the dealer) and we have paid it to the lender. It only shows up on their (client) statement. So, 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 frustration. We 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

[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 our problem is not solved 
Regards,
[redacted]

[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:
The number of visits have not been accurately notated in their system. i.e. the return visit to repair the driver's side mirror holder wasn't notated.  The vehicle was retrieved and upon arrival home the holder became attached. Thus the return visit to correct this issue. Therefore 2 visits to correct a minor issue. Additionally  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 occasion. On the visit the next day to re-sign the documents the documents were not available. Thus this I am counting as one visit. The 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 file. Therefore 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 2 free services due to the multiple number of visits to the dealership regarding a brand new car within a short period of time. I am not 100% confident in Pohanka Acura's ability to repair the vehicle correctly the first time. This 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 dealership. For example the AC wasnt working. I 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 well. Thus 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 issue. however as noted this situation wasn't followed up by any of the Pohanka General Manager's.
Regards,
[redacted]-[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.

I spoke with [redacted] on May 19, 2015 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 6 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 3,392 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 2 complimentary
services (A1 ($125 plus tax value) and B1 ($185 plus tax value).
Our records indicate that she did return to the
dealership 5 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 $439 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 ($129 value)  in conjunction
with either of the 2 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 $898.16.  I again respectfully declined. 
The conversation was cordial and respectful but there was
no agreement other than my offer for the 2 services plus the additional full
detail.  The retail value of all the
services offered above now total $568. 
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 time. So, 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 again. This 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 25 days on her first payment from Acura Financial services was enacted for the fact we had her car for so many days. The multiple visits were essentially the reason I had done these two things. Expecting 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 way. Both of which were accomplished. 
Lenny G[redacted]
General Manager

I spoke with client today. We are putting a windshield in his
[redacted] at no charge to client. He agreed with this solution. Apparently his
windshield cracked while windshield city...

was doing a related repair.
Kyle C**
Service Manager
Pohanka Acura
###-###-#### (main)
###-###-#### (direct)
[redacted]@pohanka.com

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 issue. Evidently 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]

Since this complaint was submitted, Pohanka Acura and [redacted] have reached a compromise and the [redacted] has been repaired. Pohanka Acura sold him the parts required to repair the A/C at cost and installed them at no charge. [redacted] picked up his [redacted] on August 22nd and, to the best of our...

knowledge,  is satisfied with the outcome.

[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 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, Mr. C[redacted]. Nothing was mentioned about the video I provided, nor about the fact that the apparent brake inspection results were completely wrong. The braking system was indeed checked during this service, as you pointed out several times. This is why I require the refund of this service. If not, I need reimbursement for the brake service, for which I can send the receipt. It is about $270. 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 #1 dealership to have. If not for customers, you should have this protection for your own employees. Regardless, I am not surprised that in one way or another, something that could easily end this dispute was unavailable to me. I 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]

Dear Sir,
Again after resolving and delaying her first months payment to the Lender, finally resolving the issues with the vehicle and handling the county issue myself, there is no fair justification of an additional payment to her from Pohanka. If the client feels she is still due any consideration as far as the issue on the car, she may take them up with the manufacturer directly, whom failed to charge the AC prior to delivery to us and maybe they can assist in her request. I believe we have done all and above and beyond to include free services for the minor inconveniences we created.
Thanks for your time and consideration in this matter. 
Lenny G[redacted]
General Manager

Pohanka Acura is the place where everyone wears nice Suit and all day long they rip people off. I pray god for the folks who cheated me will feel the pain through some form before they die and they will only go to hell.They are such a worst cheaters and they will do anything to make some commissions. Ruthless people and iam sure they will feel the pain one day when someone cheats them . GOD WILL DO WHAT THESE PEOPLE DO TO OTHERS by cheating and taking hard earned money.

Review: The dealership continues to remain non communicative on this. I have not got any response for 4 days and neither an apology.

Hi, I have a serious complain about the service that was done on my car on Thursday, 8/7/2014. I came to the dealership for my 2012 Acura[redacted] emission and safety inspection. I waited at the dealership for about two hours. After the service was performed, I was charged $28.00 for emission inspection and was told that my report would be in my car.

When I tried to renew, my registration at DMV site, DMV unable to verify the emission inspection. There was no emission inspection report left in my car. When I called dealership, and repeatedly asked for the report, I was told on phone that the service center did not do the emission test and they missed it. So why did they charged me for it? What did I wait for dealership for 2 hours?

I have lost lot of trust with dealership. How do I know that the services that are being charged for are being actually done on my vehicle? In this case I know, because DMV will not do the registration on my car. What happens to something that I cannot see, like brake fluid change? Could we be told that service was performed, without actually performing it?

The response from dealership has been terrible, which is forcing me to take this complain on public forum. I have send 2 emails from yesterday and also dropped VM to Elizabeth, customer relations manager. She has still not responded to me till now, increasing my frustration, and giving a serious impression that they really don’t care.

Thanks, -[redacted]Desired Settlement: 1. Explanation why was emission check was missed.

2. Explanation why it is taken more than 4 days for a response

3. Refund and compensation for the trouble and harassment caused due to your actions.

Business

Response:

Pohanka Acura acknowledges that we did in fact not complete the emissions that we charged [redacted] for. This was an oversight on our part. [redacted]'s emissions test is completed and we refunded him the $28 charged.

Review: Customer Cheated at Pohanka AcuraThis is [redacted]. I was at Pohanka Auto West Inc. (Pohanka Acura, Chattily, VA) on Dec-31-2013 to buy a brand new car AWD Acura MDX with Technology package. The sales person [redacted] was working with me for negotiating and paper work. After we agreed on a price, the sales person and finance manager [redacted] completed the paperwork for credit check with multiple banks, loan documents, sale documentation and car registration with State of Virginia. I also gave them a personal check for USD 8500 for the down payment. Entire paper work was completed. Sales person walked me out of the office to the car in the parking lot so that she can explain me features in the car and see me off. Sales person, my friend and I were sitting in the car while she was explaining the features in Acura MDX. Once she was done explaining, she handed one car key and said that I would receive another key in the mail.I was not informed till the last minute that the car that I just bought did not have the Master key (Driver 1). The missing key for a brand new car came as a surprise to me. The sales person did not give me any paper work for the missing key either. I asked her if I can get in written that I will get the second key. She said she can check and see what she can do. I walked with her to the Pohanka office where she gave me a piece of paper that had One MDX key written on it. I asked what if Pohanka did not find the original key. I was told that I will have to drive back to Pohanka and request for a Master key which can be programmed to my car. This statement was not sounding good and I asked for a manger. A manager showed up and asked me about the issue. When I explained that the brand new car was being given to me without the Master key. He said stuff happens and I have to take it as is. I asked them why I was not informed in advance that you did not have the Master key. I was told that two porters were searching for the key while the paper work was in progress. I asked they could have told me the moment they realized the key is lost. When I insisted that they search for the key, the manager said Do you want me to go on my knees and beg you in a very sarcastic and offensive way. This was really uncalled for after paying 45,250 US dollars. He added that I was over the top of everything and no one can help me. He also said words that were cheap and was speaking to his colleagues saying freaking Indian crying just for keys. This is really sad to have such experience with a manager at a large auto dealer. This is a good example of racism towards Asian Indian who is requesting for what he deserves. While this is all going on, the sales person just stood and watched the show. I am very much offended that a car dealer can be so arrogant and offensive. The manager behaved as if he is invincible. This hatred towards an Indian was not expected. There was some other talk that went in. I asked if they had another similar car of the same color. They said NO. I am not sure if they were true.After a little later, another guy (African American) showed up introducing himself and asked if I can give him 20 minutes while he searched for the second key. I told him, I can give him 30 minutes instead. I stepped out for 30 minutes and came back. I noticed that the Acura MDX that I just purchased was not in the spot where it was parked (Sales person still had the keys). I stepped into the Dealers office. This time another manager approached me and introduced himself and asked if we could talk. I stepped into his office and I was given confirmation that they did not have the Master key. I questioned why was I being treated badly by the first manager. All I heard from him was he doesnt know. I asked them for my options. He said that I can take the car today and they will order a Master key for me. Once Pohanka receives the key after 3 days, they will arrange someone to pick up my car and have it programmed at Pohanka and deliver the car back to me. I asked what my other options are, as I wanted original key. I was told that that was the only option other than canceling the sale. After a little discussion, I conveyed that I wanted original key else I am willing to cancel the purchase. Manager said okay and walked out of his office where I was seated and came back in few minutes and offered me some free MDX accessories. I denied his offer as I was not really looking at money. I repeated that I want the deal / purchase to be canceled as they could not provide me what they were supposed to provide as part of the sale. Manager walked out again and came back saying you know what the key is being programmed right now. Wait for some time and you can take the key. I insisted for the original key. Then the manger stepped out again and brought me the personal check I gave them for $8500.I stepped out from his office. Later I asked the sales person if I can get in written that the purchase has been canceled. She told me that it will be canceled and I wont get anything in written. I email her on Jan-2-2014 to send me something in written and she had her GM email me a document.It is so unfortunate that a dealer who has so many Asian Indian customers is so racist and is ready to cheat at any cost. The issue is how I was treated after the sale. It is not just money. This is not just another email. This has really happened and the dealer has all the records of the transaction as the car was registered on my name. Pohanka wasted my time on Dec-31-2013 which was a working day for me. This also put me to severe frustration and mental agony.I request you to look into this issue seriously and take up the matter with at most sincerity. Else Acura can end up with many more disgruntled and annoyed customers due to their cheating and racist approach. Thanks[redacted].Desired Settlement: I have not heard anything like this before. I do not know how this can be resolved.

Business

Response:

To whom it may concern:

As is obvious, this complaint is primarily about the original #1 Key that could not be located at time of delivery. Since these keys are nearly $500 to replace, we ask the client to give us a few days to attempt finding the key vs. cutting a new one, when most often the original is found within the dealership. It was a busy Saturday at the end of the month, so very hard to look and find at that time. I have NEVER had anyone refuse this offer and more times than not, again the original is found and mailed to the client, all is resolved. When he refused that and asked we put it in writing, we did. I signed and the salesperson gave him a "We owe" slip that clearly defined we would replace the #1 key with a duplicate and programming. As mentioned in his complaint, we even offered to shuttle the car back and forth if it came to that, not to inconvenience him. He again refused and at this point, we had no other options to offer. My asking him if he wanted me to "beg his forgiveness" was due to him standing at the front door of the busy showroom, raising his voice about us not telling him the situation before hand. Well, we did not know about the situation before hand, it came up only "at delivery" and we told him as soon as we knew. So, after about 5 apologies, I didn't know what and how he wanted me to respond. It seemed as if he just wanted to make a scene and every one uncomfortable.

So, it was my suggestion that we tear up the paper work and cancel the transaction. It was obvious that he was NOT going to be satisfied. And after the incredibly low price and great deal he received, I could do no more for him. It was better to part company and hopefully as friends. That it appears as something that will not happen now?

As far as the racial allegations are concerned, I have no idea what he is talking about. His salesperson was a woman (one of five on my staff) from [redacted]. I have 28 sales people on staff from a total of 13 different countries and two are Asia/Indian. I am Mexican/American myself and strive to have a cultural diversity in my staff that reflects AND respects that of the clients that do business with us on a daily basis. Our reputation in the community is impecable and that is further reflected in the surveys that Acura corporate send to clients both from service and sales. I have been here 25 year and 15 as a manager and have never had a situation where someone refused to allow us to replace a key. I am firmly believing there was no way to solve this problem the way he wanted it to be solved, so parting ways was the best resolve in my opinion. This gentleman disrespected me and my staff, all for a key that we were willing to replace. It is very rare I would refuse to do business with someone, unfortunately this was one of those times.

Sincerely,

General Manager

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

As

Pohanka mentioned, the keys costs $500 for a duplicate (not original). In their

response they specified that it was a busy Saturday (they are lying), It was a

Tuesday as mentioned in my original complaint. If I tell them this they would probably

say “Tuesday -So what”. That is how they got used to do their business. The

response says that they have realized at the last minute that the second key is

missing. While the truth is that we were informed by the Sales person (after

getting into discussion) that the Porter tried to search for 2 hours while we

were doing paper work. She did not feel it necessary to let me know well in

advance until we had an argument over the keys. Even other managers also agreed

that they knew it in advance. But all of them agreed only after I started

asking questions why I was not informed in advance. They claim that they have been in the business

for 25 years, sounds like they have been treating the customers in the same way

for so long and will continue to do so unless questioned and appropriate action

is taken against the dealership.

After all

the discussion they wanted to cancel the deal, but never offered another

similar car from their inventory. This

clearly shows that the dealership did it on purpose. They wanted to sell the

specific car to me for whatever reason. Pohanka say the Manager1 has apologized

5 times. They are lying again. It was only once that first Manager said sorry

and made his statements. For me it’s not about how many times you apologize.

Dealer

claims I created a scene, (which is not true). I had questioned it. Asking right

questions straight on their face has irked them because they knew they are

cheating me. They might be worried that other customers might lose interest if

they come to know that Pohanka cheats customers deliberately.

When I

spoke about Racial profiling in my complaint, It’s interesting that Pohanka

claims that they do not know what I am talking about. I am not concerned about

how many employees Pohanka has and from which countries. My concern is about how

the first manager referred us after the

conversation with him. It was totally uncalled for and unnecessary. Moreever, it

was pure discrimination based on ethnicity and country of origin. May be, that

is how Pohanka does business. Pushing back customers and making them feel bad

and enforce whatever they want on their customers.

Pohanka

claims that they have given me an “incredibly low

price and great deal”, but that doesn’t given

a dealer license to cheat customers. That doesn’t mean one can do racial

profiling. The price negotiated was supposed to include 2 original keys from

the manufacturer and not duplicates.

Regards,

Review: Having been a loyal and satisfied customer of Pohanka Acura for (9) nine years, I am submitting my complaint with great disappointment.

I purchased my new Acura ** in April, 2005 and have had excellent s workmanship and customer service from your dealership from the beginning. I have been diligent about having my maintenance check-ups and repairs performed at Pohanka Acura and have been rewarded with driving a safe and reliable car.

On May 12, 2014 I had the oil changed in my car and also had my Premium B Service and Value Service #5 completed, costing $287.08. Afterward, I was advised that the Oil Pump needed to be replaced for $1,498.00. I brought my car back to the dealership on my way home from work (on that very same day) to have the oil pump replaced. I was met by a service advisor who scanned my car code with his computer, pulling up my information. I also provided him with all my invoice paperwork from the visit earlier in the day. He quoted $1,498.00 for the work and then advised me that he could see that I had already had my timing belt replaced in August, 2012 and therefore would not need it replaced with the oil pump, stating that the cost would be reduced to $1,000.00. He then asked me to sign a blank screen on his portable computer that had a rectangle box with a sentence above it. I asked what I was signing, my daughter read it and I too saw that it referred to $75.00 related to a car return fee. I asked “Is this all I’m signing for, this doesn’t have additional charges or agreements on it does it, because the screen is blank?” He assured us it did not and advised me to wait inside for a loaner car.

As I waited inside, another service advisor ([redacted]) approached me stating that the cost for the work I had just been quoted in the service bay was wrong and the work would cost me $1, 498.00. I told him the advisor who checked me in had just quoted $1,000.00 to me after reading my paperwork and seeing my account profile. I explained that I didn’t need a new timing belt because I had paid to have that done at Pohanka previously. **. [redacted] was rather abrupt when I told him I didn’t agree with the sudden increase and asked if I could speak to a manager. He refused my request. The advisor who checked me in asked me to speak to him in the service bay where he told me the quote changed to $1,498.00. I asked for the car keys and told them I preferred to wait until I could speak to a service manager before making the decision to have the work done. I waited for the car to be pulled up and realized **. [redacted] had retained my paperwork. I retrieved it from him at his desk when he then stated, “You signed the quote when you came in, so why are you so bothered”. I told him I had not signed a quote. He then handed me a piece of paper with my electronic signature imposed on a quote for $1,498.00. The blank computer screen with only a signature block was used to obtain my signature and fraudulently impose it on a document he created.

I did not hear back from the service manager and took my car to a local automotive repair shop to have the work done. The mechanics discovered that only my gasket was leaking; the oil pump did not need replacing. Therefore I was charged only $700.00 for the repair and then also purchased the 4 new tires that Pohanka Acura recommended. I have lost confidence and trust in their customer service, business practices and abilities.

My first observation is that perhaps the fact that I am a woman prompted the service advisors to attempt to take advantage of me by reporting the fuel pump needed replacement when in fact it did not. Additionally, the practice of having a customer sign a blank computer screen is unacceptable. Presenting a price for the work at time of check-in and then increasing it after the keys are handed over, is also unacceptable. To substantiate my claims, I have copies of all paperwork received from the dealership as well as well as the paid invoice from the automotive shop who performed the work.Desired Settlement: Realizing there is not another Acura dealer in my immediate area (closest being 90 minutes from my home), I asked Pohanka Acura if I could be assigned to a service manager for all future check-ins/check-outs as well as a complimentary maintenance check-up. I received $60.00 in gift cards and told by the manager that he basically did not believe my description of events that took place. I also would like the dealership to stop acquiring signatures on blank computer screens.

Business

Response:

Pohanka Acura regrets the experience [redacted]. [redacted] had at our dealership. [redacted] is one of our Service Managers and spoke with [redacted]. [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]. [redacted] to the conclusion that he did not believe her version of events, and feels he may not have effectively communicated his thoughts to her. We apologize for that. **. [redacted] did send [redacted]. [redacted] $60 worth of gift cards as a good will gesture in the hopes of mending the relationship. Pohanka Acura is in the process of reevaluating our tablet signature process based on [redacted]. [redacted]'s feedback. We very much hope [redacted]. [redacted] is happy with her future experiences here at Pohanka Acura.

Review: I brought my 2004 Acura [redacted] car that has 135000 miles on because the AC was not working properly. The service representative said they will run the diagnostics and give me a call. I made it clear from the beginning that I'm not willing to spend a fortune on this vehicle.the representative called me back in a few hours and said the whole issue is related to some leakage in the AC system, and it will cost about $600+ to get fixed. I agreed to proceed with that and they changed the leaking tubes, and that was it. I drove my car back to find out that the problem is still the same. nothing has changed, so I took the car back to Pohanka Acura service department. The guy said, they will have to run the diagnostics again, and as in the first time, he called a few hours later and told me that the problem seems to be related to the "compressor" as well, and that will need $ 1300 to get it fixed. I declined that, since I was clear from the beginning that I will not spend a fortune on an old car. I felt the service department did not do a thorough job to reach the correct diagnosis. If they told me from the beginning that the problem is due to leakage and the "compressor", then I would say no, do not touch anything, and of course I would have paid whatever the charge to run the diagnostics.Desired Settlement: I feel Pohanka Acura should refund me the $ 600 + that they made me pay to do an incomplete and incorrect diagnosis. My AC was not fixed, and I had to trash a lot of money just to have a couple of hoses replaced. Their technician was incorrect from the beggining, and had they told me that it will cost me close to $ 2000 I would've simply said, no forget it. They are simply twisting my arm and handed me a non-fixed car.

Business

Response:

Since this complaint was submitted, Pohanka Acura and [redacted] have reached a compromise and the [redacted] has been repaired. Pohanka Acura sold him the parts required to repair the A/C at cost and installed them at no charge. [redacted] picked up his [redacted] on August 22nd and, to the best of our knowledge, is satisfied with the outcome.

Consumer

Response:

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 issue. Evidently 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,

Review: I purchased a new Acura [redacted] from this dealership on April 26, 2014 (fully paid in cash). At the time of completing the transaction, I was told by the Finance Manager that I should expect to receive my title number in the mail from the DMV within 6-8 weeks. Since by law I have to register my vehicle in Fairfax County (where I reside) within 2 months, I followed up after 1 month of my purchase (have not received title information from the DMV) to inquire about whom and how I should reach out to to obtain my title number.

At my first contact to Acura Pohanka (May 26/27), I was transferred to the Title Department, but only got to the voicemail (of a personnel named [redacted] I believe). I left a voicemail but as of June 9, 2014 I still have not received a call back.

At my second contact (May 29), I reached out to the sales representative to assisted me with my purchase, [redacted]. [redacted] connected me to the Finance department, and the person I spoke with (did not get his name) told me that the title information may not have been processed through by the DMV yet (again reiterating the 6-8 weeks wait time), but that I should check back with them (the dealer) if I have not received anything by the week of June 2, 2014.

At my third contact (June 5, 2014), I was connected to the Finance Department again, this time speaking with a different gentleman. He checked the DMV system info on his computer and confirmed that I do not have a title number still.... However, this time the story changed and he said that I would NOT be receiving anything from the DMV, and that the title number is just something that will be in the DMV's system, so if I want it I will need to call the DMV to ask for it. In short, he said there is nothing else on the dealer's end that they could do, and I should just keep trying the DMV.

On June 6, 2014, I called the DMV to inquire about the title information. The representative I spoke with confirmed that they do not have title information for my Acura MDX, however, she was adamant about the fact that the title information should have gotten into their system within 30 days, and it has well been over 30 days. She asked that I check with my dealer, specifically to ask for a tracking number when they sent out the title information and forms, and said if at this point the information is still not in the system, there is a good chance the dealer would need to resend this information.

On June 9, 2014, I called Acura Pohanka again, this time reaching the sales manager. I expressed my frustration in that I have been bounced back and forth and still received no information or updates on the status on the title of my purchased vehicle. The sales manager responded that he was not familiar with the title process, and the only person who could help me is the title department personnel. I explained that I had attempted to reach out to this department but to this date have not received a call back, so I am not confident about this route of resolution and would really like to get some help from someone else. He checked and confirmed that the lady in the title department was out for lunch, but promised that she would call me back. Again, no call back thus far.

Having paid for the vehicle in full I expect that the title of the vehicle should be transferred to me in a reasonable time frame, and at least updates should be provided in a reasonable manner when requested by the customer. Multiple attempts at reaching out to this dealer has only gotten me bounced back and forth and around, with no resolution or attempts to provide customer service. It feels that now that they have taken all my money, they have no desire to provide any follow up to ensure my rights as a customer.Desired Settlement: Immediate update to customer as to the status of the title registration and reasons for the hold up (the Sales Manager noted on June 9 that they sell a lot of vehicles but only have 1 person working on titles.... I find that to be an inadequate explanation -- they should hire sufficient personnel for delivery service and products).

Delivery of title to customer within 5 business days; reaching out to customer to provide title number once processed by the DMV.

Business

Response:

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.

Review: I was looking at a used car on their lot and the salesperson told me it was a V6, some other items, and also AWD. I proceeded to ask about the gas mileage on an AWD vs. a regular vehicle. He looked up different mileages on his phone via the Internet and told me AWDs don't use up too much more gas. At no time did he tell me it was a V8. If he had, I would have passed over the vehicle. I've had a V8 before and also a V6, I know the difference. I also know my budget and knew the strain of gas and upkeep on the larger engine would be too much. I wanted a V6 and no higher.

After I purchased the car, dashboard lights came on after a couple days (one had been on the whole time) and I took it in. They ended up replacing a part that was bad, so I decided it was worth the $50 to take it to my mechanic to see what else may be wrong. It received an approval from the mechanic but I was shocked to learn it was a V8 engine!

I called the salesperson back who, of course, said he told me it was a V8 and reminded me he looked up the gas mileage. Yes, the latter of that is true but the first part is not. He may have been confused because the price he quoted me on the car was $990 off from when we went inside to discuss purchasing. My daughter, who was with me, also remembers that he said V6.Desired Settlement: I've already paid to have the car inspected so they know they can sell it without further issues like the one I had when I just bought it, and they replaced a part they would have had to replace at the point of sale anyway, since they didn't disclose the fact that the part was bad. So, I'm not asking for anything more than to return it for the price I paid, plus taxes and registration, and their $499 selling fee (whatever that is called). In short, I give them the car back, they refund my credit card down payment of $1030 and issue a check to my finance company for $14,000.

Business

Response:

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