So last time I had my car in the shop for warranty work I was treated poorly, enough so that when Acura Corporate called me for the follow up questionnaire a few days later I told them the situation and how I was unhappy about the service. The lady on the phone told me she wanted me to fill some information online detailing what happened.

So that was when I still had my warranty, just last week my car rolled up to 53,xxx miles and I don't have the extended warranty so I am no longer covered.

That brings me to today, after reading the thread about 3g tl's having transmission I noticed that is what my car has been doing lately. So I call up my dealer and tell him the details of how my car is acting. He told me that he had to tell me this, my account has been noted that I had given them a bad review on the questionnaire and because of that the service manager has noted my account saying "Since this customer was not happy with the service that he received here, maybe he should find another dealer for future service problems". Because that was noted on my account I was unable to schedule an appointment and the service guy could not schedule an appointment for me at this dealer unless I get it approved from the service manager.
I spoke with the service manager and told him the reason I gave them the bad review, at no time did he apologize because of the bad service I received. What he did say is that he thinks if someone goes into that dealer for service and they think that they are unable to make that person happy, they should find another dealer to do the service work. He also said maybe that I was having a bad day and that is why it happened. He said that I was "allowed" to come back for work now, but that I shouldn't work with the service guy that I had a problem with that day. I get along with everyone at that dealership, minus one guy (the one I had the problem with). And in the past when I was called for the questionnaire I told them that I was happy with the service and how my car was fixed.

So after looking at my account and why I was calling (b/c the failing tranny) he said that I am past my warranty period and any work done now would be service I was solely responsible for.

He transfered me back to the service guy I was originally speaking to and I had to tell him that I am now allowed to come back for work. This isn't the service guy that I had a problem with, he told me that I will have to pay for the diagnostics check but there might be some help from Acura corporate for the parts if there is a problem that needs fixed. So now I have a appointment to take it in next week to get checked.

So if anyone is still reading at this point, what would you do in this situation. I am pissed that I was being told not to come back because I was treated poorly. And now I am worried that these guys are going to be less likely to work with me if there is a transmission problem. Could I take my car to another dealer now and see if they would possibly cover the transmission out of warranty, without having a preexisting relationship with the dealer? I am looking for the experts here at Acurazine for much needed advice.

Thanks,
Dan

 

I would definitely go to another dealer (if nearby) for services .... it's my money (even if it's still under warrenty) ... dealers would make 70% of their total revenues from services ...

 

call acura client services and tell them of what that ass-hat sM said, they should not be doing that. His ass is fired. You should also tell them of the recent transmission issues while on the phone.

 

+1- additionally- go to another dealer.

 

No Way! I cannot believe the treatment you got from that dealer. It's an absolute disgrace. Call ACS and tell them every word. I hope you got names and job titles. A paying customer getting treated like dirt! Call ACS and tell them that you will place a full page ad in the newspaper and tell everybody! What dealer is this?

 

I'd just go to another dealer.

I have a question for the op though... when you had bad service did you talk to the service manager at that time to see if they could make things right for you? Dealers really count on those reviews, and if you didn't give them a chance to make it right then before the bad review... I could maybe be on the dealers side. If this is not the case... then sorry.

With one of my cars I went to 4 dealers before I found somebody I was happy with. Especially when you're paying the service bills, don't give your money to somebody you don't like.

 

I still can't get past this. This quy insulted you and your intelligence. Tell ACS you were insulted by this joker. I can't believe the condescention. I mean who is this guy to disrespect anybody? This wrong must be made right.

csmeance is right. This joker should be handed his walking papers.

 

Please help us out and tell us which dealership this was.

 

I call the Honda again and tell them what's up. Then go to another dealer for service.

 

this would be a good idea as owners here can avoid it if they don't piece their ass together.

 

The dealer is Columbia Acura in Cincinnati, Oh. and the service guy that I had a problem with is Alan and Mike was the service manager.

HiTech
I complained when they called me to ask me my opinion on how the service was. I have had warranty work before and knew that they were going to do. So I waited until they called to give my complaint.


Thanks for the advice I will definitely take this to ACS and see what they have to say about the situation, I was unaware of being able to take this to them.

Dan

 

Typical dealership move,
Don't bother taking any responsibility for something they did wrong. Rather, refuse to work on that persons car in order to prevent from getting another mediocre rating.. IE - by all means, don't fix the source of the problem!! That's whats wrong with surveys/dealerships. They don't want to know the truth, they just want all the "right" words/squares checked... "Tell us we were awesome or don't tell us at all!!"

If a dealership really wants your opinion before you leave so they could remedy any issues, they will ask. IE - and I quote: "is their anything during this visit that would prevent you from giving us a perfect service score Mr. Smitty??" And, just so you know, if you do start speaking your pissed off mind at that point they won't really be listening, rather, they will be taking a mental note to not have a survey call/mailed to you etc..

Face it folks, if you ain't filling their pockets one way or another, they don't want nor need you or your car around!!

I wouldn't give the ops dealership a second nanno-second of my time or money. I would definitely be checking out another dealer. If that failed to provide post warranty "adjusted cost" service, I wouldn't be using a dealer at all. I know if my trans does the same and my Dallas dealership gives me the hand, the trans purchase as well as install would not include them at all.

Best of luck OP, - Get the "diagnosis" from another shop and see if Acura will assist. If not, i would look for other repair options and or dump the car.

 

Thats the bitch of it all, I currently have the car on Autotrader to sell it (need something more practical with the amount of miles I have been putting on it). But now with the recent possible transmission failure I am confident that I won't be able to get the price I want for it (plus I don't want to sell someone a car thats going to crap out in a month). And if I get the car fixed I would rather not sell the car. So hopefully the diagnostic check goes well and I will feel comfortable selling it.

 

I actually had a slightly different reaction when I filled out a less than excellent rating for one of my dealer services. I got a call from ACS and the service manager and explained why I was unsatisfied. Now when I go in, I'm treated like royalty.

 

First, stop for a minute and list out any other service visits you've had to this dealer. Note whether you were reasonably satisfied with the service and service experience.

Now call Client Services and tell them the story you told us about how your account was notated to find another dealer AND tell them about your past (hopefully satisfactory) service with this dealer. While discussing this issue, request if they will/can arrange good will on the diagnosis and/or repair on your tranny.

Consider opening a case with the BBB or with the Ohio Attorney General's Office for Conusmer Protection. A consumer should not be "banned" from an establishment for completing a negative survey questionnaire. Then have to "beg forgiveness" to be allowed to return? There ought to be law.

Then, if it is at all reasonable, find another dealer. For significant service, given the situation, I might be willing to drive as far as Lexington or Dayton to find another dealer.

 

Your whole situation sounds pretty childish of the dealership! I work at a honda dealer and have never seen or heard of anything like this. My service mananger has told a few customers to not come back because they complain about every little thing that is normal on the car and want it to be replaced and there is like a shopping list, but never anything that you have described. My suggestion to you is if possible try another dealership and if not possible call honda/acura corporate and tell them your whole situation and see what they think about it and what they might be able to do to help you!