Terry's Roofing

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,

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*** (Acura Service Manager) at ###-###-####Thank you

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

Good afternoon,In reference to *** *** complaint, we were notified as of Monday morning, November 20, 2017, that this purchase was already finalized and fundedAny coupons, discounts, promotions, etc., must be presented prior to sales negotiationsIf the customer has any questions,
she may contact ###-###-#### and speak to MrMark G*** (New Car Sales Manager).Thank you,*Danielle B***Executive Assistant**Lindsay Acura **Lindsay ***p###-###-#### **f#-###-####*

Per the Acura Service Manager (Bill L***) he reviewed the work order for the check engine light on RO#***, 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.

In reference to the customer's most recent visit to our service department, regarding the cracked windshield, the dealership offered a goodwill repair and replaced the entire windshield at no cost to the customerIn reference to the surface scratches that the customer alleges were made during her
service visit, those were buffed and corrected at no charge to the customer as wellIt cannot be indicated that either of these issues were caused during the service visit, however, we feel that we went above and beyond for the customer in both instances

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,
*** ***

[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: ***
I am rejecting this response because:Your system clearly was updated after the factWhich in addition to me paying for a service that wasn't performed and all the other nonsense I've had to deal with, is exceptionally suspectPlease see the attached work orders, stating from the beginning that the evap canister was diagnosed as the issueIt was supposedly 'fixed', and I paid for itIn addition, there would not have been need for several diagnostic tests if it was addressed and repaired properly in the beginning.
Regards,
*** ***

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

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

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,
*** ***

Good afternoon,In reference to *** *** complaint, we were notified as of Monday morning, November 20, 2017, that this purchase was already finalized and fundedAny coupons, discounts, promotions, etc., must be presented prior to sales negotiationsIf the customer has any questions,
she may contact ###-###-#### and speak to MrMark G*** (New Car Sales Manager).Thank you,*Danielle B***Executive Assistant**Lindsay Acura **Lindsay ***p###-###-#### **f#-###-####*