My dealership recently changed hands, and the service has seriously gone downhill since then.

So, if you all might remember my broken door handle issue, I'd taken the car in a few weeks ago for service on it. The door handle wasn't in stock and was apparently on "national backorder." So, they'd call me when it came in.

Along with the broken door handle, I'd complained about the windshield wipers being lame, and about how they chattered and skipped. I asked for the wiper TSB to be done, and they told me there was "no such TSB" and that it was "for the MDX" and as a "courtesy" they replaced my wiper blade insert.

I'd had another issue at my last visit, where my seat and steering wheel weren't returning to the proper memory positions. They first claimed to fix it by re-linking the remote transmitters, but I knew that wasn't the problem. Then they claimed they couldn't duplicate the problem, and sent the car back as "Customer complaint not found."

When I picked up the car after they had finished with it, the issue recurred in the parking lot of the dealer. Of course, it was after 5:00 and there wasn't anyone from service around to witness it.

So, my dealer, some three weeks later, finally got the door handle in that was broken, and never called me to tell me it was in. I had called to find out where it was, and they said "Oh, we didn't call you? It's been here a while."

Great. I also had in the meantime found the wiper TSB (thanks to you all here on the board) and the car was showing it was due for a B12 service.

So, I make a service appointment, but they tell me I have to wait a week and a half for a courtesy car. Wonderful. And, they're not going to do anything about the seat/steering wheel issue unless I can demonstrate the problem, because they couldn't find a problem, even though it recurs most of the time.

I finally get around to my appointment time on Tuesday morning.

The seat/wheel is still malfunctioning, and I demonstrate it to the tech. The tech witnesses the problem occur. The tech agrees there's a problem, in that when the key is turned the wheel does not move to the remembered position, while the display reads "Welcome Driver 1" indicating that the link is active.

I also whip out a printed copy of the TSB for the wipers, and tell them that I want it performed. The writer tells me that the car "isn't exhibiting the problem." I say it sure is, that the wiper arm pressure is insufficient, the wipers suck, and that if Acura is acknowledging that's a problem and has re-designed the wiper arm, that I want that performed. The writer reluctantly agrees to do it.

Finally, the writer tells me that the B12 service is going to be something like $370. I tell him that's outrageous, that it's about double what it used to be before the dealership changed hands, and that I'm just not going to pay that for an oil change, a tire rotation, and some air filters. He said "What services do you not want performed?" I tell them that I want it *all* performed, but that what they want to charge for it is outrageous. So, the price immediately comes down by $120.00.... guess it pays to bitch.

So they give me a base TL loaner (which rattles like a squirrel cage, at only 4000 miles... and whew, wicked torque steer!). They keep the car two days, because they "are waiting for Acura tech line to get back to them on the seat issue." Fine, so long as it's fixed, keep the car as long as you need to.

So, I get the car back this morning. The itemized list of services is interesting.... for the seat issue, it reads "Customer complaint not found, could not duplicate.... work performed for customer satisfaction." This, after I showed the malfunction to the tech and the tech agreed that there was an issue...

Same with the wiper issue. List says "Work performed for customer satisfaction. No problem with wiper, customer insisted that TSB be performed."

So, basically, because THEY can't find a known problem with the car that I demonstrated to the tech, and because I *dared* to ask them to perform a TSB, there's all kinds of cute comments in the file. Not to mention that this dealership should have fixed it the first time it was brought in, and we're some 5 weeks after the initial work at this point.

I'm very irritated. This isn't the kind of white-glove service I was used to before the dealership changed hands.

I intend to have a nice little chat with them when they make the "follow up" call, and if the Acura comment card comes in first, they just might not get all 5's this time.

And let's hope the seat issue is resolved, because if it isn't, there's going to be an ACS complaint lodged.

 

For warranty issues you most likely will get a phone call for comments. They have changed their rating system from five stars to ten stars. Don't cut your dealer any slack - you should not be treated like an adolescent.

 

Sounds like you should file the complaint anyway. Clearly the dealership is failing to treat you with the respect that should be afforded all clients.

I am starting to wonder if Acura needs to hire someone to do regular quality control inspections of their dealer service departments.

 

I had the wiper issue and the dealer bent over backward to fix it. They were just about to replace the windshield when the TSB was announced. They did the TSB, which only helped a little but I switched to PIAA Super Silicone inserts and the noise problem is gone. As for the other things, I am amazed when a dealer refuses to do warranty work. They get paid by Acura unless Acura refuses the claim. I guess that's their fear. When I bought the RL I told the salesman that it was the service department that brought me back. Never had an issue with them. Always had a loaner within a few days.

Time to ding them with the ratings.

LL

 

I absolutely loved the service department at my dealer before they changed hands. But the manager went elsewhere, and it's simply NOT the same over there anymore.

I mean, the thing is -- the dealer DID the work. They just handled me in an insulting manner. They could have done everything they actually did, and simply smiled and said "no problem" and written up the service description a little differently, and I'd be singing their praises.

But 10 days for a loaner car when there's warranty work to be done (it's not like I'm asking for it for an oil change) is ridiculous, the other dealership was never more than 3 days. And doubling prices on routine maintenance isn't going to get people to come back and buy a lot of cars from them.

I had been considering an MDX to replace this RL when the lease was up... and now, I'm not so sure -- based on two service visits.

Incidentally, the replacement wiper arm is COMPLETELY different -- the driver's side wiper arm is thinner, and has an airfoil along the inside edge to hold it to the glass at speed.

 

No excuse. You are the customer, you have spent tens of thousands of dollars there, you should be treated right.

For my last service, I called another dealer who did more work for less money and told my dealer. They immediately matched the work and the price.

For oil changes, I send my wife. They drop her at the mall, call her and pick her up when the car is ready. The problem is the money she spends at the mall...

 

jftjr - did you get the seat/wheel issue resolved. I'm having that problem and was advised on another thread to disconnect battery and then relink FOB

 

Don't know yet. The dealer replaced the seat controller. But honestly, I didn't unlock the car this morning at the dealer (they brought it up for me running) and I parked it and haven't had a chance to check. My fiancee is out with it now, so we'll see.

I'll definitely report whether it's working or not. If it's not, then I'm going to have a full-blown conniption.

 

Forgive my limited knowledge on RL. I have read somewhere relate to the memory problem. It's caused by a weak battery. That could be the problem you have.

 

TL_C - weak car battery? Seem odd that that would cause these symptoms, but will search forum.

 

TL_C - you have a good memory. Found it after searching "weak battery". Entire thread devoted to problem and claims it is related to weak battery. Perhaps this is a good thing as it fortells battery going dead

 

After running into this several times at Infiniti dealers with my M45, I finally asked the Service Mgr what the hell the deal is. He told me Infiniti won't reimburse the dealer if they replace a part that isn't obviously "bad". And they have to send the replaced parts to Infiniti to verify they are malfunctioning. Furthermore, they have to witness a malfunction so they know something is not working right, or else they don't get reimbursed.

So maybe Acura is beginning to take that same position with their dealers.

It's quite a contrast to my experience with BMW and Lexus, where if you said something wasn't working right, they'd jerk it out and replace it. I've gotten the impression Lexus has tightened up on that lately, but they still cut the customer a lot more slack than Infiniti.

My personal experience with Acura hasn't been bad, so I'd like to think it's a dealer-by-dealer issue.

.
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Exactly how it's been for me with Acura. Hopefully the issues here are limited to the particular dealer.

LL

 

Acura's definitely taking that position with me. In fact, they're going further. My CMBS problem doesn't exist acording to their stored Trouble Codes. When I asked to take them for a test drive to prove it, they said they couldn't do that because it wasn't safe.

I wonder if they are going to start using that tactic with brake problems too.

That's one way to get out of warranty work. Very clever

 

None of which I have a problem with, actually.... I *did* show them the problem, the tech witnessed the issue, the tech acknowledged that the car was not functioning properly... so what's the beef? Knowing it's an intermittent problem doesn't make it any less of a problem, and it's not like I was just making it up, the tech witnessed it.

No, my problem was how they made me out to be a crank when I actually had a legitimate issue with the car.

So, I guess now I will be "that guy" and start nitpicking every bit of the car. Like, for example, the blue lights in my overhead console are different colors. One's blue, one's blue-green. It's bugged me since I got the car, and it makes my fiancee even crazier since she's an interior designer and sees way more colors than the average human.... I never asked for it to be fixed because I didn't want to annoy them with trivia, but now that they're treating legitimate issues like trivia, maybe it's time to start bringing these "trivial" issues to their attention, too.

 

I don't know how many times I have heard "can't replicate/duplicate the customers concerns" especially with center console rattles.

 

You guys are worrying me. I am ready to bring my car in to have then address the 60mph whine. I have low confidence they will be able to hear it on a random tech test drive. I really don't want to have to keep going back to get this one resolved. I feel like I have a decent service writer even though the dealership changed owners (he stayed).

 

Time to find another dealer, jft. Is there another in your area? That is fscking abysmal service. The cute comments just seal the deal and I'd go walking, AND I'd complain to the manager. Your requests were reasonable.

I am lucky to have three dealers within easy drive of my home.

 

My dealer offered to replace my windshield when I complained about a 3-inch white streak (not a crack) at the bottom corner of the windshield. I was surprised that they offered to perform a rather expensive job for free, but I declined the offer in light of the fact that they repeatedly failed to correct a squeaky problem that I have with the car.

 

There's at least 3 Acura dealers within 1/2 an hour's drive... which I think would make them be highly competitive, huh?

 

THis isn't an Acura issue, it's a daler issue. My dealer back in the Chicago suburbs absolutely spoiled me. I did go in for service at a dealer in Farmington Hills. They did a nice job, but it's still too soon. They basically just performed the maintenance service I requested. We'll see when I have to go in for warranty work.

I told them when I waled in that they had big shoes to fill based on my experiences with my old dealer. The service manager said they were up to the challenge.

We'll see.

As for this particular dealer, my suggestion is to post the dealer name, and let them know you did so. THey need to know the ramifications go beyond just you.

 

Well, now it's a bigger issue, because the steering wheel malfunctioned again today.

 

Overall, I have found that *most* of the Acura dealers in the Bay Area are pretty bad, or mediocre at best.

To be 100% honest, I got *far* better service over the years with most any Saturn dealership since I've had my 1996 Saturn SL2. The ironic thing is that Saturn is not really known as a "luxury" car company at all. Since I bought my 2005 Acura and got to deal with several Acura dealerships already (not just in the Bay Area) I have been less than impressed. I was expending better (or at least on par service) since the RL is around a $50k car.

I just learned to accept this as the norm for Acura. Some of my friends have told me that things are not much better with BMW, Mercedes, or Lexus, but I have not had any first-hand experience with any of them.

 

FWIW, I've had fine service with pleasanton, (CA) acura: Have you tried them yet?

 

Update: An ACS claim ticket has been opened. Waiting for the 24-hour callback from the regional manager.

 

Ok, just thought I'd update this.... been a while.

ACS did get involved. Took forever to get a service appointment scheduled, for no particular reason, and there is apparently a standard 2-week lead time in this dealership for a loaner car, which I find completely unacceptable.

Then I had a death in the family, which set things back a month or so -- but I can't blame Acura for that one.

I finally got the car in there again in December, as I had a vacation scheduled. Dropped the car off on a Friday, and would be gone a whole week.

They claimed they found the problem and resolved it. Fixed a bunch of other little niggling problems with the car, too -- the most annoying of which was the fact that the wiper arm that they installed on the TSB, rattled its spring against the windshield.

So, I come back from vacation. Car's polished, nice, picked up, great. No issues with the service department on this visit, probably because I dealt directly with the service manager.

The fix lasted a total of 2 weeks. By New Year's, the steering wheel had begun to malfunction again, and now it's exhibiting exactly the same behavior it was before I took it in.

That's three visits, now, for this issue. There's some other issues that need to be addressed with the car, but really, I'm just sick of bringing it into the dealer over and over again for the same problems.

I've emailed the service manager, and we'll see what they do.

 

There any many super dealers out there, why stay with a sub par one, I do not get it.
They will most likely not really change, find another good one and be happy.
Just like anything else in this world, some are much better than others.

 

How so?

 

Convenience, really. It's the only dealer within an hour of me. Maybe I'm too lazy, but I don't think it's much to expect to ask my dealer to fix the car right... the third time.

 

did you have the memory issue resolved? My RL has been acting weird lately... sometimes the steering wheel will go down, and sometimes not. For those times not, the memory botton "1" on the door doesn't light up..

Something to ponder about...

 

where is this dealership??? which one do you go to???

 

I have not had it resolved yet. Thing is, the memory buttons work -- it's the only way to get the wheel to move. It goes back to "resting" when you turn OFF the ignition, it just won't go to its memorized position when you turn ON the ignition. So, I have to press the memory button every time I get in the car.

 

Did they replace the car battery yet? I thought I remembered a problem similar to this from a way earlier thread and the fix was a new battery. There is a warranty tied to the battery - check your owners' materials. Most dealers are ignorant about it or will deny it but show them the warranty and try to get a new battery if it hasn't been done already.

 

I'm not sure anything is really wrong.

Is your car parked in the garage? Are you entering an unlocked car?

This is why I ask. I don't think the RL's keyless memory system "pings" the remotes identity if you enter the car when it's unlocked. This has happened to me on several occasions. My wife asked me the other day why the RL didn't revert to her adjustments when she got into it (it was parked in our garage - unlocked).

** EDIT **
The HVAC, radio and other memory settings remain, but I guess the system can't remember the steering wheel position becuase of the fact it returns back to resting. You're focusing on the steering column because that's the only thing that moves after you turn your car off. You would have the same situation with the seats or mirrors if they moved, but they don't.


I think it's a shortcoming of the system.

Try unlocking the car when you enter it, even if it's unlocked. See if the proper memory light illuminates and if your steering wheel returns to it's proper position.

 

*eyeroll*

Read the thread. It is absolutely a defect, which was acknowledged by the dealer, and even repaired once for about 2 weeks.

 

Editing time expired....

My car isn't in a garage, and it's not dependent on whether the car is locked or unlocked.

When you turn off the car, the steering wheel moves to an "exit" position -- REGARDLESS of whether the car is locked or not, or whether you're changing memory positions.

REGARDLESS of whether the car is locked or not, or whether you're changing memory positions, as soon as you turn the start knob, the wheel is supposed to move out to the preset position. You'll notice that on your RL, the wheel moves as soon as you move the knob to the "run" position.

MINE DOESN'T DO THAT. The wheel will NOT move when you turn the key. It will return to the exit position on ignition off, but will not move when the car is restarted.

 

I agree jftjr. Something is wrong. It shouldn't do that. I remember someone saying that replacing the battery fixed the issue, but frankly, I can't imagine how. Maybe replacing the battery effectively caused a "reboot" of the system and cleared up the issue. Maybe you should try disconnecting the battery for 60 seconds and then reattaching it. Get your radio and nav codes ready!

 

Why so angry? I apologize for not rereading the entire thread, but I'm not sure it warranted that kind of response.

 

To further clarify, I wasn't passing judgement, I was just offering some of my experiences.

If the wheel doesn't move from the exit position, then yes I agree there is a problem.

 

Because if I took it to the dealer three times, and had it out of commission for over 2 weeks, and posted a thread on a board because of what you said it was, I'd have to be a complete moron.

So, by suggesting that "Hey, maybe it's a feature" it's sort of like calling me an idiot.

Sorry if it seemed snappy, but I'm extremely frustrated by this issue and the complete inability of the dealer to resolve it.