ComplaintsforCrown Acura of Richmond

• Initial Complaint

  01/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello. I am ******************* residing in **********, **. On December 16th, I took my 2019 Acura TLX to the Acura dealer for two services: state inspection and wheel alignment. However, I noticed an unusual noise from the front tire in the first week of January. When I visited the dealer on January 8th, they acknowledged the issue, and I plan to visit again on January 11th.After the revisit, while waiting for service, I received a call from an employee who informed me that the front tire was severely damaged due to its age and needed replacement for safety reasons. Upon inspecting the condition myself, I was both frightened and surprised. I had two doubts: first, why this tire damage wasn't detected during the state inspection in December, and second, the damage on the driver's side tire seemed to be caused by some object. I wondered if it could be a result of issues during the wheel alignment, potentially leading to the strange noise I experienced.Upon inquiry, they explained it as a very common situation, attributing it to the prolonged use of the tire, and not related to any problems during the wheel alignment.I have photos of the damage to my tires and have kept the tires. I request the Acura dealer to conduct a thorough investigation into my issue, and upon discovering the problem, I expect an apology and fair compensation. Thank you.

  

  Business response

  02/09/2024

  Guest damaged tire by striking something in the road in between service visits. Damage was not on wheel at the time of first service visit. We explained this in great detail to the guest. 

  Customer response

  02/09/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  

   

  I have reviewed the response from the Acura dealer you provided. First, they claimed they gave me sufficient answers during the visit on January 11th, but it wasn't sufficient for me. I clearly asked two questions. First, whether they checked the tires during the December state inspection, and second, the cause of the damage to the tire. They completely ignored my questions and just kept repeating their own statements with 2-3 people taking turns.

   

  Further wasting time seemed meaningless, so for my safety, I replaced all four tires without expressing any dissatisfaction and paid for it before returning home. It's surprising that they mention providing me with detailed explanations.

   

  I request again.

   

  Their careless service could have jeopardized my safety. And when I asked about that, their response and attitude deeply disappointed and discouraged me.

   

  I seek a sincere and amicable resolution.

   

  Thank you.
  Regards,
  
  ******************
  
  
  
  

  
  

  

  Business response

  02/21/2024

  We did inspect the tire as part of the initial inspection process. There is no way to determine what impacted the tire while you were driving. Any further questions or for further discussion you are welcome to speak with the General Manager ******************* at ************.

• Initial Complaint

  02/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On December 23, 2021, I purchased a 2015 Nissan Armada. After the completion of the purchase, I was told that the plates would arrive within 2 weeks and that I would receive a call from your establishment. On January 7, 2022, I made a phone call to my sales associate Mr. ***** and informed him that the heat was no longer working, and he advised me to bring the vehicle back to have the service department to check it out. I returned with the vehicle on January 8, 2022, the car was examined and then I was told that it needed a heating valve. Your staff also informed me that the part (i.e. the heating valve) was something that needed to be ordered and would arrive within a week. While there, I also inquired about the plates and was told that they had not arrived. After several weeks of not hearing a word from anyone from your establishment, I made some phone calls and was then told that the part and the plates still had not arrived and that someone would let me know when they did arrive. I made several more calls from January 8, 2022, up until February 1, 2022, regarding the plates and the part and told the same story that neither has arrived and someone would reach out to me. I never received not one call from anyone. I was the one initiating all the phones calls. On February 2, 2022, which was nearly two (2) months after the sale, I finally received a call from Jackie, who informed me my plates has arrived. I called the service department spoke with Tom, asked if the part (heating valve) was in just to be told that there was no record of any order placed for a Nissan Armada. I was dumbfounder to hear that no part had been ordered. I talked to several different people who kept telling me that that part was not in while knowing it was in fact never order. The worse part is that I received a call from Matt on 1/26/2022 at 3:43pm, who stated that the part is to arrive on 2/1/2022, knowing that the part was never ordered. I find what happened to be unacceptable.

  

  Business response

  02/24/2022

  thank you for the opportunity to look into this complaint and respond.  We have reached out to our customer and ordered the part needed to fix the vehicle.  Once the part arrives we will contact our customer to complete the repair.  We do appreciate her business and apologize that we fell short of providing exceptional customer service in this incident. 

  Customer response

  02/25/2022

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID 16789433 and find that this resolution would be satisfactory to me, with full understanding that there will be no out of pocket expenses from me nor my mother and that a loaner vehicle will also be provided until the work has been completed.  I will wait for the business to perform this action and if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
  
  Regards,
  
  ******* *******
  
  
  
  

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