ComplaintsforGettel Acura

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been dealing with Acura for the past 11 years never had any problems with the service department until recently. Took my car in because if you turned it off and tried to turn it back on it would drain the battery, if you waited 10 minutes it would restart no problem. I took it into Acura to have a diagnostics test done pay $200 waited four hours. They told me the problem was a cracked throttle that it would cost me approximately $700 to fix I made the appointment the only other thing they told me was wrong was a cracked oil pan but the service lady *********************** said I had time to repair that since it was so expensive, when I left Acura after paying $800 20 minutes later the light was back on and the problem was still there. I took it back on March 1 to get the problem that was supposed to be repaired last time finally repaired, they had my car all day only to call me and tell me that what they repaired last time wasnt the problem now they say its going to be another $4000 for the catalytic converters which are on back order per Acura but I find them online for $424 but the job is 3000 4000 does not make sense. Nowhere on my diagnostics test did it say my catalytic converters were bad nor was I told that on my first visit now not $4000 worth of repairs for my car. I need $8000 in repairs for my car. When they told me my throttle cable was cracked they told me I needed a carbon cleaning which was $200 while they were doing the carbon cleaning for my car. They overheated my car, blew my radiator cap and had to replace the radiator cap upon further research. Could they have damage my catalytic converters with the carbon filaments from the carbon cleaning.? I will be getting an attorney and I will be contacting BBB.

  Customer response

  03/04/2024

  *****************************************;

  

  Business response

  03/19/2024

  We value our Acura Family and strive to provide the best service available to each and everyone. The customer and I have spoken about the overall situation, and we are happy to assist in getting into another Acura with lower miles or work on the amount required to get the vehicle running properly again. This repair unfortunately is not as simple as replacing one part and all is good. When the vehicle arrived on January 24, ********************************************************************************************************************************* the Throttle Body Intake Tube.  We ordered the part and setup installation for January 31, 2024. At this time, we replaced the Throttle Body Intake Tube and the lights remained off after numerous cycles. After a few days we were notified that the light had returned, and we asked the customer to bring the vehicle back in. Due to scheduling on the customer side, we were not able to look at the vehicle immediately but scheduled it for March 1, 2024. Since the immediate issue of the torn Throttle Body Intake Tube was previously addressed, we looked further and diagnosed the Catalytic Converters were failing. In all my tech notes I dont have any reference to the vehicle overheating and blowing off the radiator cap or the radiator cap being replaced.
  
  After an extensive review, I have identified we could have been better in our discussion with the customer on what the vehicle issues are and the repairs recommended, to which we are committed to improving. Our desire is never to create a customer breakdown when they are dealing with a vehicle issue. We are still willing to work with the customer to find a newer lower mileage vehicle that *** be a better fit or see if we can get the repair done with some goodwill. We are waiting for a time that the customer is available to meet.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 22 I took my car for a schedule maintenance two days later was making a weird noise I took the car back they said I needed a new motor and warranty covered didnt have my car for a whole month when I got my car back from them it did not have ** but it had ** before putting the new engine in and they want me to pay for the compressor and a piece that goes on the compressor and a fan witch comes up to **** worth of parts but they are responsible for the ** not working they offered to cover labor but I dont find that enough because the ** was working before they put the new engine in and now Im driving with no ** and they do not want to take responsibility and want me to buy the parts I called corporate but they can only do so much all I want is my ** to be fixed

  

  Business response

  09/07/2022

  This customer's car was actually towed in due to an engine failure. He luckily had a service contract which covered the cost of the engine replacement, less his deductible ($100 I believe). The reason it was here for a month was because of back ordered parts availability.
  
  When we finished the repairs, we noticed the A/C was not blowing cold. Technician confirmed that it was the A/C clutch and coil or stator that electronically failed which is inside the actual A/C compressor. The condenser cooling fan operation was also intermittent as well. Like anything electric, you cannot predict when these systems will eventually fail. These components are not taken part during the process of an engine replacement as the compressor itself is held with 4 bolts inside the engine and removed for clearance and the A/C lines remain attached.  There were no leaks or any obvious or notable damage or issues that would state those specific parts would appear to be faulty.  Again, the actual parts that are failing are on the inside of the compressor which would need to be disassembled to access. 
  
  As a form of Goodwill, we offered to cover the cost of the labor to replace these components. We told the customer if he paid for the parts, we would put them in for no cost. But again, due to back order parts situation, these components are not available *** currently. There's no ETA on them from what we understand from our *** Parts manager. We then gave the client the option to find these components online (which are available from several aftermarket companies) but he was then upset that he wouldn't have any warranty on these parts not purchased directly from Acura. 

  
  In the last conversation with our service team, he was trying to blame the service team for the A/C failure.  We wouldn't have known if the A/C was working when it was towed in as our focus was on the engine failure and the vehicle not running in general. On a higher mileage on the car we can't predict when these electrical components are going to fail unfortunately, especially on something that is used presumably every day in *******. He informed ** that he expects Acura to reimburse him for the cost of these aftermarket parts since they are not available due to parts shortages. That request is out of my control as far as the availability of the *** parts.
  
  Thank you and please let me know if you need anything else.

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