Southwest Comfort Air, Inc.

We have researched the issue with *** ***'s Acura RLX which was recently serviced at another Acura DealershipWe have been informed by Acura that a field engineer was dispatched in order to repair the vehicle and they feel they were successful in doing soI have spoken to *** *** and she
has agreed that since the repair she has not heard the noiseShe stated that she will monitor the concern and inform Acura if the problem resurfacesAt this time I do not believe that any further action is needed on behalf of White Bear Acura

It is unfortunate that Ms. [redacted] had a problem with her transmission. When she purchased her vehicle on 11/11/2015 she received a 60 Day or 2500 mile limited warranty through the dealership. At that time she purchased a service contract through the dealership. The terms of the service...

contract were 24 Months or 24,000 miles whichever comes first from the date of purchase. Unfortunately when she brought the vehicle in with the transmission problem the vehicle had 81,543 miles. At the time of purchase the vehicle had 49,534 miles which was 8,009 miles over the coverage of the service contract. I have attached a copy of the service contract and the reason for denial from the service contract provider.

When I met with the customer he said that someone at [redacted] Auto Body in Bloomington had pointed out hail damage to the roof and right side of the car. There was no damage to the hood of the car. The [redacted] employee explained this by saying that the hood had been repaired using paintless dent removal....

The customer said that the damage must have happened while we had the car and that we had fixed the hood, but not the rest of the car. He wanted us to pay for the repairs.I had the person at our dealership who does our paintless dent removal look at the hood and he said the hood had not been damaged, or repaired. He said that it was likely that the hail had affected the roof (the hail left numerous marks, but was shallow), but had not damaged the hood because the metal is thicker on the hood. He had seen this happen on other cars in the past. I then checked our records and found we had not done any repairs on that car. I also checked to see if the car had come to us from another dealership where the damage could have happened. The car had come directly to us from the factory. I then noted the we received the car in mid-January of 2015 and the customer picked it up in March of 2015. This is a time of year that we don't get hail in our climate.Given all these factors, I told the customer that White Bear Acura is not responsible for the damage to his car. Tim [redacted], Sales Manager ###-###-####