I'm so f'ing furious right now.

I called ACS to report a workmanship issue with Autowest Acura of Stevens Creek (San Jose).

They did a transmission fluid change (3x3 supposedly) for me back at the end of November 2008. Fast forward to mid April 2009, I went to a different dealership (Acura of Serramonte) for other services and they said that my trans fluid was quite dirty. I thought that was very interesting since I had only changed the entire system (not just a drain and refill of 3 qts) a few months prior (with about 10k miles). In fact, Acura of Serramonte said the fluid looked as if it not only had noticeable particulates in there but also that it's been driven for 30k miles. They even showed me the fluid and it certainly was filthy. Even the service manager there agreed something was seriously not right.

I did call Autowest Acura and while their attitude was not "bad" outright, the service advisor basically said "we don't appreciate other dealerships telling us that we didn't do the job right". He said that his service manager would have to look at this once I bring my car in. However, his tone of voice and attitude led me to believe that they had a predisposition to basically discount my claim.

I spoke with ACS the first time and the rep was very understanding, but obviously made clear that I would need to try to resolve the situation with the dealership first. That was yesterday. Today, I get a call from the "case manager", Brian Harrison (I'm not going to hide his name because he's a prick) that basically told me that I am making assumptions and accusations about the dealership and I need to take the car in. I agreed and emphasized that I ALREADY KNEW that I had to take the car in but that I was concerned about what response that I was going to get GIVEN the attitude that I already got from the dealership. Clearly I was NOT making assumptions given what the dealership had already told me. They were extremely defensive about the whole thing already.

[Some background: There have already been two other times where they 1. didn't use my oil/filter as I specified, and I discovered this myself the hard way and 2. they forgot to hook up my power window switches which rendered the passenger side window useless -- this doesn't exactly strike confidence in their service]

In fact, when I originally for the trans flush 3x3, it was only done 3x1 and only when I "called it out" did they agree to do it 2 more times. Of course, I'm not even sure if they did it 2 more times, despite what the invoice says.

Anyhow, Brian Harrison said that he reports to NO ONE and that he is the regional manager for ACS. He said he has unilateral ability to make decisions. He said this after saying that if Autowest Acura denies my claim, then I have to resolve it on my own by any means, such as contacting the Attorney General, contacting the BBB, contacting the owner of Autowest Acura, etc. He said that no one in ACS can help with this or force Autowest Acura to do anything.

Of course, Brian said all of this with "superior shine". He clearly was patronizing me and his nonchalant attitude about the entire process was infuriating.

He must report to SOMEONE. I need to find out how to report this useless SOB. Even if he is USELESS at least he didn't have to be rude to me. That's what rubbed me the wrong way. How the FVCK did this guy become the regional manager with that "I'm holier than thou" attitude?

What a serious effing waste of my time.

 

Wow, sorry to hear about that. You did the community here a service by letting us know about that shady guy/dealership.

Even if you can't get that particular dealer to do anything for you, you may be able to get Acura corporate to help you, with the credible assistance of the other Acura dealership possibly.

 

Unfortunately Acura Corporate is the one being a55holes about the whole thing. As you can see from my post, I'm already in touch with Mr. "The Buck Stops Here" Harrison that is unwilling to help in any way.

 

I'm not a fan of Brian, he has an attitude.

 

Speaking as a dealership technician "Different Brand" I Can tell you that in most instances that the service department will want to resolve this before any bad press gets out about this especially with the way things are right now. The best way to handle it, is to go and talk to the service manager of the the first dealership and tell them that you are disappointed in them. You paid for a job to be done, and it was not. Then give him a way to resolve it. ie. your money back for the job. Since this is not a warranty related issue Acura Corp. does not have any real say in the matter, it is up to the dealership. If the service manager brushes you off ask to speak to the general manager about the incident. Just keep going up the chain until you are satisfied with the out come. Since it was 2 factory dealerships the claim carries more wait then if it came from an independent shop, and I bet anything that both service managers know each other and could work this out with a simple phone call.

 

I certainly hope that this is how it will turn out. I mean, I'm following all the rules like a good law-abiding citizen (if you know what I mean). I definitely will take it up with the service manager at Autowest Acura. Either way, this Brian guy needs to still be responsible for his verbal diarrhea.

 

Autowest Acura blows. None of the dealers around here are that great. I thought it might be Los Gatos, but they upsell you on almost every service, and they find things 'broken' that aren't actaully (after I get things checked out at other places).

Oh well. Now that I am out of warranty, I only go to third-party places...

 

I hope you paid with a credit card because that's your bargaining tool.

 

Debit card, although Wells Fargo does allow me to dispute charges on it anyway. I'll definitely keep this in mind and utilize it if I have to.

 

Trance, if you can dispute a charge from November of last year-that's pretty good. It's been so long, I wouldn't think you could do it.

But I like Tumbleweed's idea of talking this up the chain of command.




2009 Kansas City All Acura Meet-THIS SUNDAY, May 17th !!!!!
https://acurazine.com/forums/midwest-312/kansas-city-2009-spring-all-acura-meet-may-17th-12pm-%40-jay-wolfe-acura-714994/

 

This would be a situation where I think I can still dispute the charge only because I wouldn't have found out about the failure to perform until my next service. But yeah, I will be taking this up the chain of command, one step at a time.

 

that's a shame...
i'd just take it to another dealer, explain the situation and then have them deal with it. throw in a "your dealership will forever have my business if you can please just fix this headache!" in services, parts, sales!!!

 

Situation sucks, why did you go back to Autowest after prior disappointments?

I doubt that corporate gets involved in situations like this because it's 'I said - they said'.
Personal disagreements between you and dealer have typical local ways to be resolved. Corporate has little control over individual franchise holder (dealer) other than supply cars, warranty, and franchise agreement. They really aren't set up to run interference on daily disputes. Still no reason for them to talk down to you.

You are at the mercy of Autowest then small claims court if you can get the other dealer to testify (doubtful). After that, alternate methods of satisfaction.

 

I'm seriously surprised that they are treating you that way especially in this economy where loyality is the number 1 thing they need to inspire in their customers to make sure they maintain the limited market share in this handicapped economy.

Im sorry to say that.. I don't think you're going to get an outcome to your liking, but that's not to say that you shouldn't give them hell and push hard for it. It just seems like they are A holes and don't really have customer service in their priorities.

I remember they did something sort of along the same lines to a friend of mine... he went throught the proper channels to get it resolved and couldn't same BS they put you threw. He ended up making it a personal mission to bash that dealership, and he basically for 1 month straight would spend hours on the weekends and days in the weeks in front of that dealership handing out flyers of the complaints against that dealership printed off the BBB and his personal story. Can you imagine if you were a customer going into that dealership to buy a car and someone handed you that.. I mean you will think the guy is crazy but you will also 2nd guess your purchase from them too right.. LoL. Long story short, they gave him what he need and then some after almost a month of this nonsense. We all thought he was crazy but that's how much they ticked him off.

 

And oh shit.. How could I have forgotten to mention this story! I remember complaining about Acura of Valleystream on these forums.. and then 2 later I got a PM asking me to call. IT WAS THE GENERAL MANAGER OF THE DEALERSHIP! LOL. He offered me a free brake job on the house lol.. to make up for the errors.

 

Elegant-that's a cool story! Did you also post on Acurazine how they remedied the situation? Trance, I hope your situation comes out as well as Elegant's did.






2009 Kansas City All Acura Meet-THIS SUNDAY, May 17th !!!
https://acurazine.com/forums/showthread.php?t=714994

 

It's funny you mention this because I actually said to the loser Brian: "I should have you know that I am part of one of the largest Acura enthusiast forums in the world, Acurazine"

He said: "What the heck is that? A BLOG?"

I know how this is going to end, so the best I can do go on with my life, but give them hell while doing so.

(Oh, and I went back to Autowest because I had good relationships with some the service advisors. All of them have since then left, leaving me with the bullshit I get now. Also, it was the closest dealership to me at time, but NO LONGER! Yaaaay!)

 

TLTrance, I have FIRST HAND KNOWLEDGE of ACS and their utter lack of willingness to help their clients.

I even went directly TO ACS, since it is only 30 minutes from me! The case manager AND his boss talked to me...boy were they SURPRISED!! That place isn't meant for visitors. But it was all to NO avail.

I still know my case manager's name and extension...

I wrote on their "feedback" postcard: "ACS IS A JOKE!"

That's the plain truth. To reference my particular case, here you go : https://acurazine.com/forums/3g-tl-problems-fixes-114/engine-misfire-codes%3D-bent-valves-633633/

 

yall need to go to karen radley acura. they take care of people.

 

^^ Don't tell me that's in VA...

 

As a consumer am I allowed to watch them work on my car? They have such nice waiting rooms that they want me in. However, some stupid SOB isn't changing my transmission fluid, is cutting my bushing, or breaking my oil cap.

It really frustrates me for all the people that dont look over their cars after service. Its a shame that I have to, but EVERY time they manage to do something that forces me to come back. If it wasnt for the fact that it was free I would never go there.

 

I'm pretty sure the answer is "yes".

 

I guess if I wanted to, I could ask "Can I watch? I'm really into this kind of stuff and was hoping to learn by watching"

 

^^ Your answer will be the standard " No.. our insurance policy dictates that customers are not allowed in the garage bay" I just kind of wander in there and then strike up a convo with the tech.

 

 

.....Mr. Harrison....

 

Thanks for all the support guys! And the laughs!