Schaller Acura

Review: I went to this business for oil change. I was called and told my hood of car couldn't close. I had seen hood open and close and had no problems previous. When I went to pick car up after the oil change and paid regular price. I asked the worker to open and close hood before I leave. He said he couldn't do that because of it being broken. I asked to resolve issue through the repair manager and vice president of company, continuously I was humiliated. I asked to give some type of customer consideration, being there wasn't a problem before I got there. I asked politely 3 different ways repeatedly: 1. I will purchased part that was broke myself if [redacted] could put the new cable on. 2. Some type of discount. 3. What can be done in case of emergency and I break down, and cant open hood? The staff humiliated me told me my car was 10 years old, rusted and there is no responsibility of theirs. He also told me if I didn't pay $220.00,to replace it myself they weren't gonna open my hood again. I'm asking to be treated with dignity and respect. I was considering buying a new car from this business, but not after being embarrassed and treated like a criminal.Desired Settlement: some type of store courtesy and apology

Business

Response:

In regard to the above complaint from [redacted] we offer the following: On January 8, 2015, I investigated the complaint with our Service Director, Mr. [redacted] and our [redacted]. Mr. [redacted] advised me that in November 2014, Ms. [redacted] came to our Service department and requested an oil change. She stated that she recently had the engine changed in her vehicle by another entity, and the car required an oil change. When the technician started the requested work he found that the latch mechanism to release the hood was inoperable and went through considerable effort to release the hood so he could perform the requested service which was completed. It is true that Ms. [redacted] wanted us to open and close the hood when she came to pick up the vehicle, but due to the fact that the cable was in such bad condition, we were afraid that it would break. If it did break the hood could not be opened without replacing the cable not willing to do that unless she authorized a repair of the hood latch. She then spoke to our [redacted] who basically told her the same thing as the Service Department….the car was 10 years old with approximately 215,000 miles and things would start to go wrong and break from time to time. The car in our opinion was not in very good condition. We apologize if this frank discussion in any way hurt Ms. [redacted] feelings. We do treat all our customers with dignity and respect. We do not feel any additional considerations are warranted at this time. Sincerely , [redacted]