AkuraCLS

If you take your car there, don't..if you ever plan to..don't..If you know anybody who does..tell them not to go. those guys are IDIOTS!

The Story:

I come to the dealer, i tell them last time the car was here, they took it out for a joyride (i found it because they put 25 miles on the car, and EMPTIED the gas tank. ALL THE WAY DOWN to the gas light (it was a little less then 1/4 tank when it went in) the only way to get it that low is to drive it hard. Anyways, so i tell the service advisor about this and how all they did was credit me 20 bux, and he says ok, sure, we'll take care of you..little did i know..so i tell him that the transmission hesitates when shifting..there are rattles in the rear deck, and the front dash. i also say i get vibration at speed. i also tell them that i don't want them to wash my car, and to make sure that they don't wash the car. (last time they washed it, they scratched my rim, and they didn't fess up to it) anyways, he says sure, it'll be ready at 3:30 and we'll give you a call. anyways, time goes on and it's 3:45..still no call..ok..i give them a call..where's the car? oh, yah there washing it for you right now and it's done..i said WHAT?! can you please take out the ticket you wrote me..ok sure he says..he gets to it, takes it out and goes oh..ok hold on a second..10 minutes pass...i get pissed off and hang up..he doesn't call back..i wait another 2 minutes and call back..they transfer me to him..but magically, i get hung up on 3 times till i ask for someone else..(service manager) and someone else picks up, and says hes not there..at that point i was steaming since i really needed the car and this asshole won't even talk to me after they fucked me again..now after all this shit, i can't pick up the car. they don't call me back, i have to call like 20 times till i get someone normal. i even talked to the sales manager before i talked to the fuckin advisor again. (he atleast does well and waves the 11 whole dollars i owed them for a oil change (thats 20+11 for the oil change..20 they owed me from before)) anyways, so i can't even pick up the car that day because it's too late and these guys promised me something and did something else..

Now the kicker..when i go and pick up the car the next morning. the service adviser is still a fuckin dick, they didn't even bother checking the vibration at high speeds..they crossed it out and asked if i wanted a wheel balance for 49 bux..i asked if it could be the rotors since they are warped(they already were once and they took care of it a long time ago (they are also under new management)) and he doesn't say shit..just continues on talking about how they did me a favor and re-lubed my sway bars since (i did pay fuckin 120 to have the DEALER install it) and it's also one of the other things i had complained about..there's a lot more to this..including a very fuckin stupid service manager..who talks to me for 2 seconds. i tell him my problem with the dealership (i didn't cuss. i was nice and shit i just said this is whats up, and what are you going to do to make it right) and he pretty much walks away from me.. so all in all..this dealership sucks. whatever you can do to avoid it, do it. I have no idea how the fuck this dealership has a "5 star service rating" I plan on talking to acura directly..but i don't even know where to start. I will NEVER EVER take my car there or tell anyone to buy or service a car there. You should do the same...

AkuraCLS

btw i did leave out some of the other stupid things they have done and i've complained about..but i'm too pissed to write anymore..

GEB

Ok, so you went into the deal pissed off ... My question to you is, why did you go back if they treated you so badly the first time? I mean, it sucks that they fucked with you and all and I would be pissed off too but I wouldn't have gone back to the dealer after the first visit you mentioned. Anyway, that my

AkuraCLS

well they changed ownership after that, and plus i had 20 bux credit so i figure i get a free oil change..(or 11 bux for one) so i would give them another chance..never again though..

Silverbulit40

iTrader: (2)

don't bother writing to acura either they don't do anything about it. They just send you an apology letter and that they will look into.....

Repo1234

So what dealership are you gonna go to now??? I go to the SM dealer all the time mainly because it's the only one near me. All the other ones all really far!

AkuraCLS

probably keyes

sgmotoring

I know that dealer and the current Manager. I didn't want to work for him because he kissed all his customer ass. I am surprised he didn't want to talk to you. 25 miles on your car is understandable. If they have to get on the Fwy, in this case you do have a high speed vibration problem. That will be at least 10 miles round trip from that dealer. You said that you have rattles in different places and most rattle problem need lots of test driving. I am not taking side (I don't work for him and I don't plan to) but I am surprise you got bad service from him.

EricL

Head to Acura-101, you'll get a free loaner...

I love getting parts over at Keyes -- they're right over the hill -- but, I'm just not sure you're going to be moving too far up the food chain (compared to SMonica from reports here). Keyes went through a period where they really "put on a good" deals, specials, freebies, etc. to get their service award. Now that they have it...

They are friendly (at least to me), offer tips to local vendors and services, but I've had mixed luck with the service. If you have an involved problem (intermittents, warranty issues, and/or squeaks), you might end up spending less time getting Acura-101 (whoever) to sort out your stuff for you.

Keyes == no loaner. You get to go to Enterprise and pay for one. Make sure you dig up a coupon…

AkuraCLS

where is acura-101?

EricL

Full turn-by-turn map instructions here: You’re heading to Calabasas.

http://www.acura101west.com/interactive_directions.cgi

Just up the Ventura (101) Freeway past Mulholland Drive off ramp. There are lots of back routes coming back to stay off the freeway if needed...

AkuraCLS

TTT

patek007

AkuraCLS... vent & tell your story to a few media sources, since the ONLY viable 'resistance' is to 'widen' the audience:

1. General Manager - this dude is 'suppose' to care and some do, even in bad dealerships, also and trust me, Service Managers do NOT like when long term customers complain to their bosses.
2. BBB - better busienss buro - Acura, as well as the dealers HATE to see cases against them there. Also, they stay there for a WHILE... and I believe BBB gives them a chance to resolve it. And if not - please anyone correct me, but it stays there for 7 years... I used and FOUND Woodland Hills Honda under MULTIPLE listings there.
3. Use TV & newspapers.. ie.. there are shows like Ch. 2/CBS - Troubleshooter.. - let's expose them to more folks... I think Media might take a liking to discreding Acura's FRAUDULENT Totally Luxury Care service. Tell them you probably have a bunch of folks here to support you in your claim.... if need be, including myself.
4. FollowUp - most dealers have their own, internal CustSat folkd... complain as much as you can to them - this is their ONLY job is to get you satsified, also ask them constantly WHAT is being done... and what is being done to attend to your problems.
[I am in the process of doing exactly that].

I can't believe some Service Advisers, i.e. when things are hunky-dory - they put a smile behind the facade.. when it gets down to busienss.. - they become abnoxious, irresponsible, fraudulent [knowingly refusing to repair problems - that's FRAUD as far as Ethics go], and extremly rude...
If the ONLY thing they are good at is a facade.. - my 8 year old daughter could do their job... ...

Yeah.. 101west Acura... and also Valencia I believe gotten high marks... Although be careful, 101West's Service Manager could definitely be the 'sibling' of the one in SM .

amisconception

Sam, Ramanan (allmotor_2000) and myself both dealt with crap at Acura 101 West

AkuraCLS

damn man! it's so hard to find a good HONEST mechanic ANYWHERE for any god damn car, if it's under warranty or not! I've got to deal with the same shit on my Z. I'm about to reasearch building my own damn car so i can take care of it myself! (yah..rite) I guess i'll give those fucks another call tomarrow..

they called me today..just to make sure i recieved "excellent service" haha, yah right. i told the lady i would never go back, and i would never tell anyone to go there, i would tell people i know NOT to go there. she was like yah whatever, They're really stupid..i've refered like 5 people to that dealership, 4 of which bought cars from them..that won't be happening anytime soon..i just wish someone would sticky this to the top for a week to two..that way when one of those retards from SM acura get on and see it....they won't care even more... lol

nokio

peyton cramer in torrance...phat ass dealership...they always comment on how cool my car is and do all the service question free despite my mods

everything is on time, the service manager is awesome and they do things without hesitation (and actually do them instead of just resurfacing the rotors, they actually replace them)

got a new tranny with literally no hassle. they rewelded my rear deck to stop rattling. changed a seat cuz i scratched it etc....

all in all, awesome

AkuraCLS

OOOO i like dis place! it's on the way to my gf's house too! hmm..where exactly is this one?

EricL

Do these guys provide a free loaner? (Keyes will only provide one if service is for more than a day and must be warranty related...)

Any other member reports on them?

power3dfx

i feel you on this one. SM acura is really crap. when i got my tranny changed from them, i was treated like shit.
they always pull stunts like this, before, after, and in long in the future. it doesnt matter about ownership.

also, i highly doubt they have 5 star service. i have never been treated well from them, even after dealing with a good service advisor and trying a couple others.
from now on, i will be taking my car to keyes or 101 west, since i drive out close to them every week anyways.

derelict

That sucks man... I had an old Chrysler dealer in NJ that was exactly like that. Stories like this make me thankful to have Tischer in the area

nokio

i dont think it makes much sense to go through all the paper work to get a loaner for just a couple of hours...but they drive you wherever you like and if it take more than just a few hours u get one

Sarlacc

DUDE LISTEN!!!

PASEDENA ACURA - They treat you right there. Trust me, those guys are awesome.

Keyes acura is ok, but no loaners and slow.

Sly Raskal

iTrader: (1)

I hate santa monica acura as well, when i got my cls from there i left a few nice words for their acura survey which brought their commission down

SC TL

I've had good luck at SM Acura. But I've only gone there for oil changes and minor warranty work. I usually go first thing in the morning, bring my laptop and wait in the lobby.

I went to Pasadena Acura once, because our tranny crapped out in Pasadena, and they were great. They replaced the tranny in less than a week. Also, they loan out TSXs when they have them, or else they will pay for a loaner at Enterprise (at least if your tranny craps out). I'd go back, but they are too far.

I hate Keyes. They treated me like crap when I was looking to buy my TL, and they treated me with indifference when I took my car to be serviced there.

EricL

I'd go for a walk if the wait was a couple of hours...

I just don't enjoy having to walk over to grab a rental for a two hour job that ends up taking a day due to dealer scheduling issues.

If the dealer just gets you a loaner if the work is going to take more that a few hours, that's fine...


Regarding the Santa Monica and Keyes comments:

How hard is it to do an oil change and most minor warranty work (seat belt retractor, light bulbs, etc) on the CLS? Answer: not very!

sgmotoring

I think every dealer is the same. You can have both good and bad experience in every dealer. Acura manager and technician move from dealer to dealer. I have been with Honda and Acura for more than 12 years. I know at least one Acura tech in the few dealer listed above 101,SM,Pasadena and SouthCoast. I think the best resolution to this problem is to ask for a different tech to work on your car. I know a lot of non qualify techs are working in dealers, but you didn't hear that from me.

EricL

Every dealer is NOT the same and if the management doesn’t expect high quality, the place rots from the top down.

I had one "specialist" (years ago) try to adjust the exhaust on my Bimmer over at Ruin-man BMW with a very, very long screwdriver. The moron was trying to get the exhaust to "fit" (BEND) by using the 2-foot long screwdriver as a pry bar between the exhaust pipe and center tunnel. The "correct" way to fit the exhaust was to loosen 3 nuts After a long time around Los Angeles, I got a feel for the creepiest dealers, at least during that time period; the worst ones weren’t ashamed of shitting in your engine, and the better ones would generally go to some lengths to make things right when they did manage a screw-up.

BTW, this hopeless jerkweed got directed to my car and a few other buddies’ cars by the service manager. The very same service manager watched the parade with the pry bar/screwdriver and didn't look concerned. The stories from other folks would fill a book (Steven King “Auto Horror” stories)

So, if you're lucky enough to have direct contact with someone who will direct your car to the top tech, you’re lucky. If a service manager doesn't think "you’re worthy" or has a full shop that day, good luck...

Some dealers have more morons and trouble reports than others, and if they don't really care about their customers, it shows. OTOH, show me a business that doesn't make a mistake or two.

What Santa Monica did and didn’t do is what is at issue here. From the reports, everyone was either incompetent or negligent. I sure don’t want my car there.

Finally, you mention having another tech work on the car. If you find a really bad dealer, you really don’t know if your request is honored. Sure, it can’t hurt, but once you get your car trashed, and they don’t fix it right, IMO, it’s time to leave.

britneyvw

Santa Monica Acura is pretty bad!!! I went there for an oil change and they delivered my car 90 minutes AFTER they told me it would be ready "in a few minutes." My CL sat in the wash area for almost an hour...the worse wash job I've ever seen. I'll NEVER return!!! Need another dealership to take my car to.

AkuraCLS

this thread should be stuck on the top so everyone sees it!

sgmotoring

True some manager are better than other, but I have not seen one that try to run down their business. Manager usually get pay on a percentage of their shop net profit. No reason why they want to chase customer away. Yes some shop have more rookies than other, but how do you tell? I am not saying you have to give SM Acura another chance. Hey we are in U.S.A you have freedom of choice but there are no guarantee the other dealer you are going is better? You said that dealer/business make mistake. We are just human. I agree that you should go to another dealer because at this point I don't think SMA could meet your standard. If you are the kind that bring in your car with 10 warranty complains, chances are you won't get all your complains fixed the first time.

Good Ride

I quit going to SM Acura. I had nothing but bad experiences with the service dept. Now I go to Acura of South Bay in Torrance (used to be Peyton Cramer) and I totally love those guys! They're awesome. And they've got the best waiting area I've ever seen -- internet access with desks where you can work, unbelievably cool coffee maker with about 20 high end selections, fruit, pastries, I mean they really treat you like they value your business. It's twice as far for me but mega worth it. They've got loaners but you've got to book them pretty far in advance.

EricL

I've seen bad service manages in action, and if they have "brain damage" or are mentally defective, they aren't gong to use good judgment and impulse control. One of the jerks that messed with me had a very bad ending *and* was known for his bad practices and bad temper (He ended badly *and* karma is a bitch.) If only people acted rationally and logically all the time (I'll keep on hoping, but my fingers aren't crossed.)

And, yes, it is a real jerk that calls a person on a carpet for a single "mistake." IMO, it's how they fix it that really tells a story about people, car dealers, etc.

Interesting you mention the warranty issues: I've preferred to let my one warranty item -- a lazy seatbelt retractor -- slide and I would rather NOT have anyone messing with my car to fix a minor squeak or two in the dash (I like keeping them away from the car.)

I prefer to let a dealer fix the major problem -- when there is one -- and let them concentrate on ONE thing and ONE thing ONLY. IMO, people tend to get confused, and telling them about ten-warranty issues is a good way to get more than one tech working on the car during a single visit. (There goes the accountability.)

I generally type-up a list of things I want done, with a list of priorities. If someone can't follow the list and fix the top priority items (it’s a very clear and short list) -- due to out-of-stock parts or other good reasons -- I generally figure they have MYCADD (My Car Attention Deficit Disorder) and go somewhere else ASAP.

AkuraCLS

TTT

yi_yi

i've had good experiences at Cerritos Acura. That's where i bought my CL-S. You guys could try there WHenever i go in they give me this "fake" dollar that works in the vending machines and they offer free water/snacks and cable tv..hahah. and they wash my car pretty good

AkuraCLS

haven't seen this in a while..just gotta let all the ACLers know..

DarkSithCL

iTrader: (1)

I have had a good exerience w/ Honda/ Acura over the past 15 years and with 7 cars....I have met some screwballs service people but the best service my brother and girlfriend( at that time ) got was when we actually knew one of the service managers personally....he was great to us but treated everyone so well....I miss them at Bale Honda in Little Rock, Arkansas

DarkSithCL

iTrader: (1)

I'm in Houston right now...who should I use to service my CLS here? This info would be a huge help..THANKS SO MUCH

AkuraCLS

TTT