I had the misfortune of having a right front axle break on my 2008 Acura TL. I had it towed to Acura of Troy Michigan, Due to Covid all Michigan Driver's Licenses have been temporarily extended https://www.michigan.gov/whitmer/0,9...8724--,00.html

Yet the service manager refuses to provide the loaner claiming he needs a hard copy of my licenses. I am being penalized for having a birthday during the Covid shutdown, I did renew online and have not received the physical new license. The license does have an expiration date, However all Michigan licenses have been extended per executive order by the governor. The service manager claims it is an Acura Insurance policy from corporate.

Does anyone have a contact with corporate?

Thanks in advance,
Pete

 

How old are you?

I don't think dealers guarantee a loaner for you. They are have the final say. Take it to a different dealer.

 

Well you borrow their car so whatever they require you will have to supply. If you feel the requirement are BS just take it to another shop.

 

1. When you renew online, you get a verification screen - print that out. You should do this anyway to show the cop when you get pulled over.

2. Fuck Michigan. Bunch of hosers. Come to Texas and leave your snow gear and shitty customer service behind.

 

Bro if they’re replacing an axle it should take them a couple hours. If they really wanted to solve the issue. A tech woulda changed it out while you sat and watched Netflix on your phone.

 

sound like you are moving from that state lol, I like how our state government barely interfering with our business.

 

OP, do you have a printout of your renewal so you can prove it?
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I'm impressed they are willing to give you a loaner, with a license, for a repair on 12 year old car.

 

This is generally one of the perks of using the dealer for maintenance. You don't get a loaner for an oil change...but if you are paying for maintenance/service, then yes you generally can get a loaner. At least that is how it works at my local dealer. If I am going in to pay for a couple hours of labor plus parts, they will generally hand over the keys to a loaner....or offer you a ride back home or to the office. If I am going in for an oil change, they will gladly hand me a soda and a sandwich and send me to the lounge to wait.

 

I had the paper renewal license and expired hard copy license. Again the physical hard copy license is valid by executive order and they refused to accept it, Troy Acura Service Manager only wanted the physical hard copy license pointing to HQ Acura's insurance policy. I own a 2008 TL and the axle had to be shipped the next day in.
I am 48 years old and Ann Arbor Acura provided a loaner for the same service 2 months ago. The drive shaft axles tend to break in pairs it seems.

 

The Service manager refused to accept that renewal receipt that is why i am mad. He shifts blame to HQ Acura policy. This is the same dealership that had a Parts Manager refuse to sell parts unless the dealer installed them like 10 years ago. He was eventually terminated.

 

So what did you end up doing ?

 

I did repair the TL that dealer. I emailed corporate HQ and here is their response

"Thank you for contacting us in regard of your negative experience with Acura of Troy. We value you a client and we appreciate the opportunity to respond to your concern; and, offer our sincere apologies for the confusion and the inconvenience this may have caused you.

The dealerships are independently owned and operated. We recommend escalating within the dealership for their service and loaner policy.

We would be glad to document your concern as an official dealer complaint for internal review. As our dealers are a private business in our dealer network and handle sales and service related concerns more directly. We do apologize for your experience, as the dealerships do carry our name and we will certainly document a formal complaint on your behalf.


Kind Regards,

Acura Client Relations
Case # 11377040"

 

I would document it and then never go back there.

 

This is the truth. The dealer loaner programs may be "guided" by Corporate to provide a specific service function, but each location implements it in their own way. Pretty much every brand is like this. I know for other cars I have owned, I have left a Toyota dealership in a Buick, left the Chevy dealer in a Kia, etc. Some of the other dealers used a local rental company (Enterprise), some used a local fleet management company, and others use loaners directly off of their lot. So their insurance and compliance requirements will vary from location to location. In general, the dealer guy was probably in the wrong in your use case and in theory should have worked a little harder to accommodate you....especially since you were paying for a repair, not chasing warranty or even good will.