Sorry for the long post, don't know how else to express.

I've always had excellent service at this dealership.

But this time, I was more than disappointed.

Let me start by saying prior service at this dealership was excellent. I was so impressed with the service that I recommended, and praised (lets not mention the name) to my friends, including fellow internet forum members (you guys). This time, their service was unacceptable.

Issue with Third Brake Light Cover, falling, causing a rattle.
The third brake light on my TL had become lose and caused rattles when driving.

This time, they did not undertand when I told them the cause of the rattle. When I explained, I was told, no problem, we'll fix that, without telling me I was going to be charged. I assumed it was cover under warranty as my fellow TL Web forum members had the same issue and had theirs fixed with no questions asked. Yet, I was charged 60.00 for the service of applying adhesive tape to the cover. I said this car is an 04, with 28k kms on it, it still has warranty I was told even if they submit this as a warranty claim, Acura Canada would for sure deny it. I called Acura customer service while I was waiting and asked why this was not covered under warranty, and was told, it’s up to the dealership to make the call.
Acura Canada has empowered them to make the judgment call. Acura will not send someone out overtime to inspect a claim; therefore the techs make the call. The Acura rep said he will call the service rep and find out what's going on and will call me back. Ten mins later, he called back and said that the rep and tech had told him that the break light cover was temped with and therefore not covered. I was shocked. First I was told, it was up to Acura Canada, and then when Acura Canada called, it became "customer tempered with part, therefore not covered" huh? By now I was tired. Paid the bill and got my car.
Can't get my car without paying right?

I picked up the car, and inspected the problem area, and noticed a gap still, which caused the rattle. Was told that is normal, space is needed otherwise it will make a noise. I was also told that the tape will only hold for about 30000km, or so. Surprised, I asked, "So I have to take it back every 30000km to have the adhesive re-applied at my expense?" The answer was yes. Yes? on at Acura luxury car which retails for $43000.00? I was told in order for Acura to warranty this part, I would have had to bring this in before I reached 1 year, 20k km. I was thinking, what is the problem did not exist then?

I asked to see another TL to see if this is normal (the gap). I looked at another TL in the service bay and this cars' third brake light did not have a gap, it was nice and tight as it should be. I asked them to make mine as tight as that. I asked them again to cover this under warranty. I was told the part is not defective, but tempered with because it had black spots (which looked like grease (perhaps from the tech who took it off?) Anyhow, customer was blamed for the tiny black grease "stains".
I said that I did not touch it, once I saw it loose, I called Acura right away and brought my car in right away. Then I was told that perhaps someone in the backs seat tempered with it. I really don't believe that, because if anyone did pull at my break light, I would have noticed, and my car rarely had people in the back. They took my car back into the shop. An hour and a half later, I was told something is defective and they need to order in the part. I asked the tech and another service rep what happened? and was told defective at assembly. (Assistance Manager, perhaps) I was told yes, they will put this on warranty. At this time, I thought, Thank God, they figured it out that it is a warranty item.
I then asked if I can get my 60.00 back since this is now under warranty. I was told, well the 60.00 is non-refundable, and it is considered a Diagnostic charge now.

By this time, I was tired; it’s been 3 hours since I got there. It was dark out, hadn't had dinner yet.
I asked the Sales Manager who is very nice and told him my issue, he told me to contact the Service Manager tomorrow and tell him my story, and he would be the best person to speak with. Once, again, I confirmed with them that is now cover under warranty, and asked when the part will be in. I was told 1-2days, and the price for the part? 15.00 CAD

I left the dealership, and it is now really dark now.

Left for work this morning at 6am, still dark.
Got off work at 3pm.

Ahh...noticed a few fine scratches on the rear bumper, and a few on the front bumper that wasn't there before.
I figured, every time I take my car to Acura, they would have someone inspect my car and take down where there are scratches. I will let them know when I take it in again for the ordered brake light cover.
One more thing, there is black grease all over the back of my drivers seat, below the seat (carpet area) from the rep kneeling on my back seat facing the back to work on the problem area. (Camel Interior, easy to notice) And I'm a clean freak.

I guess I can't expected too much from them (say, clean up after?) considering the service I just had.

I don't know what happened? The previous 2 warranty issues I had, the rep (no names mentioned) was amazing.
He went above and beyond to assist me.

Perhaps I should've waited till the next day to deal with my regular service rep.

I work in the finance industry, and customer service is everything. Without customers, I wouldn't have a job.
I would not dare accuse a customer of anything. There is always a way to make things better for the customer.
Excellent service, happy satisfied customers, means returning customers. Customer loyalty is everything now days.
Over 60.00 / Accusations, once a very happy Acura customer, especially with this dealership is now left with a very bitter taste.

Lets hope in the next day or two when I go in for service for this part, Acura will show me the true Acura Service of Excellence and that this past experience was just a because...because it was a busy dark Monday, and that we're all humans, and humans are not always perfect.

 

Your thougts? Please.

 

Should this be covered under warranty and should I get my 60.00 back?

Your thoughts?

 

I feel you on this one. When I picked up my 05 with camel interior, the third week I had it, the interior 3rd brake light cover came apart. I took it in and they ordered a new one under warranty. It does have some blotches on the cover I noticed, so I assume there is some kind of sealant or glue they use to attach the fabric. I am never in the back and the new cover is on solid, so no big deal. I thought that cover was a problem for Acura for a bit, not sure but I thought I saw that somewhere. I agree that for the price of the car, nothing should be falling down. Fight the good fight and keep your money, this one should be on Acura

 

Finally, they fixed it under warranty today and refunded my 60.00
All thanks to this incredible service advisor.

However, they could not fix the scratches the left on my front bumper and rear bummper.

I tried using Scratch X to remove it, but only masked the ones on the front bumper.
The ones on the rear bumpers could not be saved.

Acura won't do anything, claiming it was there before.

I guess my mistake was I didn't check when I was there at the dealership on monday night.

o well...shit happens....could've been worst.

I guess chalk it up as experience and live and learn.

ALWAYS GO IN FOR SERVICE DURING THE DAY, NOT AT NIGHT WHEN ITS DARK.

ALWAYS CHECK YOUR CAR AT THE DEALERSHIP BEFORE AND AFTER GOING IN FOR SERVICE.
BRING A DIGI CAM AND TAKE SOME PICS BEFORE LEAVING YOUR CAR WITH THEM, A PIC IS WOTH A THOUSAND WORDS.