My Review Of Open Road Acura of East Brunswick:
We had our 2005 Acura MDX serviced by Open Road Acura of East Brunswick for air conditioner issues on May 8-9, 2013. The Service Department recommended that the air conditioner compressor be replaced for $1745.67 after a full diagnostic test was done. We agreed to have the repairs done.
We did not have any issues with the service until this weekend. Unfortunately, while in a parking lot this Sunday, May19th, we noticed that oil and transmission fluid was leaking from the car. We requested AAA to tow the vehicle to the nearest AAA Car Care Center to have the car checked since the vehicle can no longer be driven due to excessive loss of oil. We would have taken the vehicle back to your dealership if it was not Sunday and the Service Department was closed.
Upon inspection by the AAA Car Care Center, they found out that the transmission cooling line that enters the radiator has pulled out of the radiator. The vehicle lost all of its transmission fluid and coolant. Also, they noticed that the power steering pressure switch was unplugged. AAA fixed the issue by replacing the MDX's radiator. Parts and service for the radiator replacement cost us $873.67. Based on the repair report, it was evident that our MDX's problem was caused by negligence and poor service done by Open Road Acura of East Brunswick.
My complaints to the General Manager of the dealership was forwarded to Don, from the Service Department, who left a message and alleges that the cause of the issue was rust at the hose due to the age of the car. When AAA looked at the vehicle, they showed us what caused the leak. There was no rapture on the transmission cooling line - instead the line that enters the radiator had pulled out of the radiator. There was no rust on the joint that connects this line to the radiator. This joint is normally screwed tight and the only way that it can be pulled out is if it was accidentally hit during the compressor replacement. For the Service Department to replace the compressor of our MDX, they would have to remove the component that is very close to the radiator. The compressor replacement procedure even warns that one should be careful not to damage the radiator fins when installing the A/C compressor - this indicates that the compressor is very close to the radiator and it is possible that it was accidentally hit during the compressor replacement.
The AAA report was very clear - "the transmission cooling line that enters the radiator was pulled out of the radiator". The report did not indicate the presence of rust or that the line was ruptured. It clearly states that it was pulled out. Aside from this, AAA calls out that the power steering pressure switch was unplugged. Open Road has not provided an explanation on how this could have occurred.
We are very unsatisfied and upset by the service performed and the responses provided to date by the Service Department of Open Road Acura of East Brunswick. When we decided to have our MDX serviced by the dealership, we thought we would be getting quality service and we will have peace of mind for the services rendered - especially since we paid premium for the service. After the amount we paid to have the car serviced for the air conditioner, we never thought that the service done would be so unsatisfactory that it can cause us undue stress and possibly put our family in harm's way. Negligence caused by their Service Department cost us $ 873.67 for parts and repair service. We had to put a halt to our day's plans to address the issues caused be their negligence. The only silver lining is that the leak was noticed while the vehicle was parked - before we drove the car with our kids. We cannot imagine what could have happened if this occurred while we are driving the vehicle.
Open Road Acura of East Brunswick prides itself as a Dealership of Distinction. It is unfortunate that they advertise this achievement and claim the they set the standard for client satisfaction when they do not even meet their clients' expectations. We have been loyal Acura customers. We have been proud owners of the brand. Aside from the 2005 MDX, we also have a 2004 TL. We love both our cars and have taken good care of both vehicles by following all the recommended maintenance services. This recent situation has convinced us that Acura is not worth the money spent - both for the product and the services. We will make sure that we do not get another Acura and will let others know of our bad experience.
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5/28/2013 10:49:31 AM
5/28/13: Open Road Acura has offered to pay half of the cost of the radiator repairs. Unfortunately, half of the cost does not cover the stress or the aggravation their negligence has caused. The Service Department has focused their explanation on the age of the the cooling line that enters the radiator but they have forgotten (or maybe intentionally ignored) the second problem - that the power steering switch was unplugged. I guess they have not addressed this second problem because it is in this issue that negligence is clearly evident. I am left with no recourse but to pursue the issue with BBB and put a hold on the payment on the $1700 they originally charged for the compressor replacement.
The only good thing in the whole experience is the quality of service provided by the corporate office of Acura itself. Their Client Relations tried to facilitate the satisfactory resolution of the issue but unfortunately they indicated that the dealer's position is final.
Open Road Acura of East BrunswickAdded:
5/30/2013 4:27:57 PM
Open Road Acura has agreed to pay this customer's bill even though it was performed elsewhere and not verified by our service dept.
6/1/2013 6:47:44 AM
After contacting the dealership, Acura and Open Road management, they have agreed to reimburse the amount spent for the repair of the radiator. Truly appreciate the responsiveness of the Open Road management on this issue..