ComplaintsforAntonino Acura

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On multiple times our Acura *** was brought to the dealership for a water leak in the rear. The dealer confirmed it is leaking from the roof itself and advised me to pay a body shop to repair the vehicle. This has been an ongoing issue since the day we took delivery of the car. On top of the water leak it has been to the dealer multiple times for a noise in the motor that was not present prior to the dealer doing the timing belt and water pump. The dealer did make one good faith effort to repair the noise but has been unsuccessful. A complaint was filed with the ** *** which has gone unanswered for months. The leak has caused mold inside the car which is causing my wife breathing and health issues as she is highly allergic to mold. The dealer refuses to take responsibility for either thing and refuses to return calls. We went as far as attempting to trade it in with them and was told that due to the issues they can not offer us anything for it.

  Business response

  07/13/2023

   

  This email is in response to the complaint we received for ********* ********* regarding an issue she had with her vehicle and our dealership.  Her 2017 Acura *** with *** ***************** was purchased on 12/20/2020 with 55,156 miles on it.  To date, we have explored all possible repairs on our end to fix the leak and after multiple attempts to source and repair the issue, it was determined that the vehicle should be brought to a body shop.  Under the extended service plan that was purchased by the customer, water leaks are not a covered repair.  While we understand and acknowledge the customer's concerns, our dealership and service department have gone above and beyond to try to fix this issue for this customer with minimal money required by the customer.  
  
  
  We are more than willing to inspect the vehicle again; however our certified technicians have thoroughly inspected the vehicle multiple times and have come to the same conclusion that the vehicle must go to a body shop to be investigated further for the leak.  We have fixed all other issues to Acura's recommended and required specifications.  
  
  
  Please contact me should you need anything further from me or have any questions, etc.  Thank you.
  
  
  
  
  Mark G*******
  General Manager
  Antonino Acura
  *** **** **** *** ******* ** ***** ************

  Customer response

  07/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The vehicle was purchased with said water leak. The extended contract nor my insurance should be responsible for whatever avenues need to be taken to fix it.  A vehicle sold with a water leak whether new or used should be the responsibility of the selling dealer to make sure it is fixed correctly.  Not rushing to make a sale and leave us with the too bad so sad attitude.  As far as the engine noise, the techs looked at one separate time and I admitted they did attempt to fix it.  However, it is still not fixed.  I spoke with the service manager and explained the situation.  Was told he would follow up and never did.  I'm rather patient, not one to raise a stink, but when the health and safety of my family is at risk I will raise all the flags I have to, to ensure they are healthy and safe.  
  
  Sincerely,
  
  ******* *********

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