ComplaintsforCriswell Performance Cars of Annapolis, Inc.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, on December 23rd, 2022, I took my 2012 Acura TL to Criswell Acura in Annapolis, ******** for soft/spongy brake problems. I explained the problem and noted that it has to do with the *** system, and that all other diagnostics have been performed and there's nothing else that can be wrong other than the *** but they just wrote it as "spongy brakes". I noted that to the service adviser and also to another service adviser, but they just blew it off as "they will check everything".After a few hours, they advised that they wanted to clean and lube all brake calipers (at a cost of $320). This did not correct the problem. Next, they wanted to replace the master cylinder to address the problem. This cost another $540 or so, but still did not correct the problem (this is now 3 days later after the Christmas Holidays). Next, they wanted to replace the *** Modulator at a cost around $2700, to which I said no and went to get my car back. I complained to the service manager (*****) and he responded that they follow a protocol to fix problems of this kind. So this indicates that these are part changers with little knowledge of a car mechanical systems, and not **************. There's no risk to them as they are making money while the customer has to come up with the money for this trial-and-error approach. The manager gave me a $125 "discount", and at the end, it cost me $738 to get my car back, STILL WITH THE SAME PROBLEM after 3 plus days.I came home and wrote a negative review online after which (about 1/2 hour) I recieved a call from ***** that if I brought the car back, they will confer with Acura troubleshooting team online to see if they can help!! I declined. They could have told me this while I was there complaining about this.I feel that this was wrong and they should have told me after the first $325 that they are not sure what's wrong instead of just changing parts, charging me and hoping for the best.I hope you can help me get some of my money back.

  Business response

  01/11/2023

  The 2012 Acura TL, ****** miles was brought in for service with the customers complaint of brakes feeling spongy and it was explained to the customer at that time that we would start diagnosis, and let him know what we find, and that we have to check the whole system, and that diagnosis would start at $175.00 for 1st hour of diagnosis.
  Upon initial diagnosis the vehicle was road tested to verify the condition, a computer scan of all systems was done which resulted in no stored or present diagnostic trouble codes. Following Acura diagnostic procedures we then looked at the whole brake system which consisted of both factory and aftermarket components. On initial inspection of the system, the technician advised the calipers on the vehicle were not moving freely on the slide pins and hardware which affects the application of the pads when the brake pedal is depressed. The initial recommendation to the customer was to service the caliper slides and hardware to get them moving properly at a cost of $350.00 parts and labor plus the diagnostic charge. After servicing the calipers the technician stated the next step would be to bleed the brake system to verify if the system had air in it possibly contributing to the problem. The technician then bled the brake system to assess the condition of the fluid and the possible presence of air in the system. Afterwards based on symptoms master cylinder was the next recommendation for repair at a cost of $840.00 for parts and labor, plus the previous repairs. Following that repair the technician was still not satisfied with the system performance, and followed thru further diagnosis per the Acura troubleshooting platform, and the next step would be to replace the *** modulator.
  The customer declined these repairs at that time and opted to pick up the vehicle. The service advisor had already discounted the initial diagnostic, and the caliper service repairs from the ticket for the customer, and after coming to pick up the vehicle and still not being ok with the bill the customer was given an additional $125.00 off his bill. The customer paid for and picked up his vehicle.
  I later reached out to the customer and went back over the charges with him, and explained how the diagnostics are done. I then told him if he would like to bring the vehicle back in we could continue with the diagnostics, and reach out to Acura's technical diagnostic team for assistance, but that it would probably have the same diagnosis. The customer had informed me that the vehicle is now at another shop, and is awaiting the outcome of their diagnosis.
  

  Customer response

  01/12/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response is a more detailed account of what I had noted upon filing the complaint - but it doesn't change the fact that the delaership started changing parts hoping that one of the tries would fix the issue.
  
  An authorized service facility should be able to figure out a repair without a trial and error approach at customer's expense. This is wrong regardless of how you spin it.

  Business response

  01/12/2023

  RE: We received a complaint # ******** on your business
  External
  Inbox
  
  ****** Criswell <********************************************************>
  Wed, Jan 11, 5:26 PM (15 hours ago)
  to me, ******.*********
  
  Hi ****,
  
  I believe ***************************** along with my Acura Service manager responded to the customer issue below. We are trying to work with him, the car is getting pretty old, 11 years old and just under ******* miles. We have only done one other service on the car this past summer and then attempted to take care of the brake issue for him, but then he pretty much stopped us about 80% thru the repair. We are trying.
  
  
  Let ***** or I know if we can assist in any way, unfortunately, with the amount of work we did on his car already, there is no refund, he really should have just let us complete the job. We feel pretty confident that we could solve his issue, it's just not free.
  
  Thanks again.
  
  
  
  
  
  
  
  
  
  Yours truly,
  
  
  
  ****** Criswell
  
  President

  Business response

  01/13/2023

  Dear *******************************, I apologize that you are not pleased with our proposed resolution which is to complete the job for you. However, we cannot do it for free as you wish. We follow the proper procedures so we are not guessing which part may be the issue: it becomes a process of elimination, especially when we don't have any service history with your vehicle. In the end, this process potentially saves our valued clients significant costs on repairs. It seems many different shops have worked on your vehicle and aftermarket parts have been installed on your vehicle during the last 11 years/100,000 miles. ********** to sort thru all of that, to determine the failed part becomes an extensive process. Again, we feel confident that we are near the finish line if you would allow us to finish the job for you. If you decline, I understand as well. We are here to assist you if you choose, thank you again. Sincerely, *****************************, General Manager ************

  Customer response

  01/18/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  No point in further debating this, however, I resent the reference to wanting free service - Seriously? I am not asking for free service, just competence!
  So you're aware, the brake issue - as I had noted from the beginning - was the *** Modulator, which was fixed at a fraction of the cost you were going to charge me after after your process of elimination. You just cost me an additional $738 - so, live and learn.
  I will never buy a car from your dealership, or bring my vehicle to your dealership for service again.

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