Terry's Roofing

According to our Service Department, the first and only time that the customer has brought her vehicle in to our Service Department was on October 2, in which they replaced the battery at no cost to the customerBecause the vehicle was purchased over a year ago and the vehicle was not brought in to our service department after the customer's highway incident, we suggest that the customer contact the tire company that completed the work on her vehicle to address their repair work

Please advise the customer that after speaking with the Service Manager and the Acura Factory Rep, the customer's refund in question will not be processed in a physical check form (this is per the Acura Factory Rep and their policy) However, the customer's next oil change will be free, at no cost to him? If the customer has any questions, please feel free to contact Bill L [redacted] (Acura Service Manager) at ###-###-####Thank you

Per the Acura Service Manager (Bill L***) he reviewed the work order for the check engine light on RO# [redacted] , normally there is a $charge for diagnosis, in which the service department did not charge the customerAlso, there were two failures from the diagnosis, which the customer brought the Jeep back to the service department to have one part replaced, which was an evap detector, totaling $(this was the most economical way to resolve, first)There has not been any additional charges to the client to diagnose, based on the last visit from 9/6/The next step is to replace the evap canister, which will cost $plus taxLindsay Acura Service department is willing to offer the customer A 50/cost split as a one-time goodwill gestureThe customer’s out of pocket cost will be $Please have customer contact the service department to schedule a service appointment

Please see attached.? After speaking with one of the owners and reviewing everything, please see the attached customer documentsThese are the Buyer's Guide and the customers signature of her declining additional coverage.? If you would like to speak with the owner, I will be happy to get him on the phone for you tomorrowBut at this point, we believe that the dealership is not in the wrong, as the inspection sheet is clear in noting that the vehicle's braking system was working properly at the time of inspection.? Let me know if you have any questionsThank you.? Thanks,Danielle B [redacted] Executive AssistantLindsay Acura ? Lindsay Hondap.? ###-###-####? f.? ###-###-####

Attempted to contact customer via phone today to follow upUpon review of the customer's complaint submitted, the vehicle was purchased "as-is"Customer stated in the initial complaint that she and her husband purchased an extended warranty In reference to the customer's question regarding the interest rate: the lower rate from the bank was for the lower mileage vehicle that the salesperson showed to the customer, however, the customer decided to purchase the higher mileage vehicleThe interest rate increased via the bank due to the higher mileage on the vehicle that the customer chose to purchaseUnfortunately, the dealership does not determine the interest rate on vehicle loans, but this is rather the bank's deciding factor in interest rate Awaiting the customer's return call to further discuss Thank you

I am rejecting this response because: I am only rejecting in order to respond at this point we've given the van back to the financing company; but not before having the car inspected, it seems the car was in a major accident and had several pieces replaced including the hood and rear bumper which were not original partsWe also asked that the brake system be looked at again; as we wanted to make sure what we were saying was true; which it was but at this point its neither here nor there the Lindsay family of dealerships has left a poor taste in my mouthWith exception to MsTabitha B [redacted] who was impeccable to say the least!! I'm glad to say that we have a new car with working brakes and we are not worried about having to have them fixed every six months!! Thank you for selling us? a car and teaching us a most valuable lesson that we will not soon forget!! Regards, [redacted]

From: Danielle B[mailto: [redacted] ]? Sent: Monday, August 08, 11:AMTo: Subject: Revdex.com Complaint ID # [redacted] Hello,Our office attempted to submit the dealership's response online last week and unfortunately, the submission did not go throughWe attempted again this morning, with no luck as wellPlease see the dealership's response below regarding complaint ID # [redacted] Please contact our office at ###-###-#### if you have any additional questionsThank you.In regards to Complaint ID # [redacted] , after speaking with Bill L [redacted] (Lindsay Acura Service Department Manager), the customer's father initially pick up and paid for the vehicle service bill, along with the bill, the customer's father received a copy of the Vehicle Health Inspection/Technician's AnalysisIf the customer has any additional questions, he may contact the Service Bill L [redacted] at ###-###-####Danielle B [redacted] Executive AssistantLindsay Acura ? Lindsay Hondap###-###-####? f#-###-####

I am rejecting this response because: I spent time over the phone being told this was not your service departments problem so why would I bring the car in they already said they were not going to do anything about itWould they have even looked at the car since it had been past days and with the battery I was told it was checked and was new when I purchased the carThat proved not to be correct either, all I want is an explanation as to why he car was sold with the left passenger brake not connected to the car it does not even move when the brake is appliedI've seen this with the tire off myself!! Please explain! Regards, [redacted]

How do you close it after days?? I had left vm with company Daniele who left me a message but who has yet to call backBut you gave the business from septuntil nov to respond? How is this fair?i sent you the txts with door agreements the guy we bought from had agreed toAnd still nothing! I work alot and have kids to run from sport to sport with an active duty husbandI have tried calling left messageshad call while at work but wasnt because of messages it was for this Revdex.com case When calling back n leavin her a vmI never spoke with herWhat do I do? Very dishonest company .sad when your own employees agree the vehicle had too many problems and txt me that they were looking to take it back and put mw in something elseNever heard a word afterDo those messages not stand for an agreement? Thank you

From: Danielle B[mailto: [redacted] ] Sent: Monday, August 08, 11:AMTo: Subject: Revdex.com Complaint ID # [redacted] Hello,Our office attempted to submit the dealership's response online last week and unfortunately, the submission did not go throughWe attempted again this morning, with no luck as wellPlease see the dealership's response below regarding complaint ID # [redacted] Please contact our office at ###-###-#### if you have any additional questionsThank you.In regards to Complaint ID # [redacted] , after speaking with Bill L [redacted] (Lindsay Acura Service Department Manager), the customer's father initially pick up and paid for the vehicle service bill, along with the bill, the customer's father received a copy of the Vehicle Health Inspection/Technician's AnalysisIf the customer has any additional questions, he may contact the Service Bill L [redacted] at ###-###-####Danielle B [redacted] Executive AssistantLindsay Acura Lindsay Hondap###-###-#### f#-###-####

Please advise the customer that after speaking with the Service Manager and the Acura Factory Rep, the customer's refund in question will not be processed in a physical check form (this is per the Acura Factory Rep and their policy) However, the customer's next oil change will be free, at no cost to him If the customer has any questions, please feel free to contact Bill L [redacted] (Acura Service Manager) at ###-###-####Thank you

I am rejecting this response because: Customer need to be aware of this Dealership and how they handle their reponses back to Customers I was told by the Service Department Manager and Owner to "Suck It Up" in a polite version.My vehicle was left with the Service Department at Lindsay Acura My first incident as explained in the original complaint stated " Right Rear Passenger Door Damaged" vehicle was damaged during oil change/tire rotation and vehicle never left the premises of Lindsay Acura Service Department by me - the owner of the vehicle The second incident occurred during oil change/tire rotation and other service issues The vehcile was inspected by Night Service Manger and Service Advisor before leaving the vehicle in the care of Lindsay Acura no damages where noted at that time On pick up of vehicle the windshield had a large crack from the top to about half way mid point of mirror The vehicle was inspected again by the same two people and will provide names if needed The Right Rear Passenger Door did not have any damages noted at this time The vehicle was left in again in the care of Lindsay Acura Service Department for the repairs of the windshield Upon returning the vehicle was inspected again and at this time was noted by the owner "myself" and Night Service Manager In the same exact spot as the 1st originak incident How can you say this did not occur while this vehicle was left on your premises This vehicle never left the Lindsay Acura Service Department/Dealership For this Dealership to tell me that they do not know how these damages occurred and that I did these damages is horrendous! Now that I have vehicle that was damaged times by this facility the vehicle has now decpreciated even more thanks to them This vehicle is only months old and since it is now considered a damaged vehicle they do not want to Buy Back the vehicle!As during dicussion with Night Service Manager and Emal sent I would like the Dealership to buy back the vehicle and pay off loan at full and that I would purchase a Acura MDX At this time as noted in the 1st paragraph I got told to "Suck It Up" in a polite way! This Extremely Poor Customer Service!Regards, [redacted]

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meThe business has provided a refund for the oil change

In reference to Mrs***'s Revdex.com complaint, please see the attached Buyer's Guide that the customer signed in reference to the Acura MDXThe customer purchased this vehicle As WarrantyPlease contact me at? ###-###-####? to further discuss.Thank you,?

The consumer purchased the vehicle "as-is" and within months placed 7,miles on the vehicleWe have no record that our service department addressed any vibration issues until after months and 7,miles latervehicles are sold with no warrantyConsumers are presented with an option
to purchase or decline additional coverage at the time of paperwork signingThe only warranty on the dealership's used vehicles is days or 1,miles (power train only) with a 50/consumer splitPlease have consumer revert back to his original signed buyers guide and sales paperworkAny additional service work negotiated would have been confirmed with a signed "We-Owe" at the time of vehicle delivery.

I do not accept the business's responseThroughout the warranty claim process I was told I would receive a refund, if that was not Acura's policy I would suggest that the business retrain their employeesI have reviewed Acura's warranty policy and it clearly states that work performed under warranty shall be free of costI brought my vehicle to the business to have it repair under warrantyTo perform their diagnostic procedure necessary to have the warranty work done they needed to do an oil change, therefor, the oil change was part of the repair processMy vehicle did not need an oil change at the timeI find it extremely surprising and disappointing that I have had to go through this to try to receive a $27+/- refund as I was promised on multiple occasionsI don't understand why I had to resort to the Revdex.com to even receive a response from this businessThis experience has unfortunately changed my perception of the Acura/Honda brand, my wife and I had planned to purchase a new Honda, however due to this entire experience we chose to another brand

Our Service Department will reach out to the Acura Factory Rep to discuss the customer's concerns/suggestionsIn the meantime, please have the customer contact the Service Manager Bill L*** at ###-###-#### to arrange the reimbursement

According to our Service Department, the first and only time that the customer has brought her vehicle in to our Service Department was on October 2, in which they replaced the battery at no cost to the customerBecause the vehicle was purchased over a year ago and the vehicle was not brought
in to our service department after the customer's highway incident, we suggest that the customer contact the tire company that completed the work on her vehicle to address their repair work

From: Danielle B[mailto:***] Sent: Monday, August 08, 11:AMTo: Subject: Revdex.com Complaint ID # ***Hello,Our office attempted to submit the dealership's response online last week and unfortunately, the submission did not go throughWe attempted again this
morning, with no luck as wellPlease see the dealership's response below regarding complaint ID # ***Please contact our office at ###-###-#### if you have any additional questionsThank you.In regards to Complaint ID #***, after speaking with Bill L*** (Lindsay Acura Service Department Manager), the customer's father initially pick up and paid for the vehicle service bill, along with the bill, the customer's father received a copy of the Vehicle Health Inspection/Technician's AnalysisIf the customer has any additional questions, he may contact the Service Bill L*** at ###-###-####Danielle B***Executive AssistantLindsay Acura Lindsay Hondap###-###-#### f#-###-####

Attempted to contact customer via phone today to follow upUpon review of the customer's complaint submitted, the vehicle was purchased "as-is"Customer stated in the initial complaint that she and her husband purchased an extended warranty In reference to the customer's question regarding
the interest rate: the lower rate from the bank was for the lower mileage vehicle that the salesperson showed to the customer, however, the customer decided to purchase the higher mileage vehicleThe interest rate increased via the bank due to the higher mileage on the vehicle that the customer chose to purchaseUnfortunately, the dealership does not determine the interest rate on vehicle loans, but this is rather the bank's deciding factor in interest rate Awaiting the customer's return call to further discuss Thank you