“YOU” decide! - kjsmart1
“YOU” decide! ETHICAL? / UNETHICAL?
On Aug 7, 2023, I took my 2007 MDX to Acura of Tempe for a brake fluid flush.
An hour or so later, the Service Advisor (SA) told me that the vehicle HAD A MAJOR SAFETY ISSUE THAT NEEDED TO BE ADDRESSED RIGHT AWAY. The fuel pump was cracked and leaking badly. He stated that it was a FIRE HAZARD!
Cost was just over $1,000 for the repair.
I questioned this as I had not noticed any leak. I monitor fluid levels, filters, wiper blades, tire pressure etc., and look for ground stains regularly. There had been no stains on the driveway.
The SA took me into the garage to show me the leak.
The Tech explained that when the vehicle was running the pressure would squirt gas out of the crack in the fuel pump and this was leaking down the side of the gas tank.
Both the Tech and the SA noted multiple times that they were surprised that I had not smelled the gas odor as it was quite strong. They pointed out that the entire garage had a gas odor. And indeed, it did. BTW, the average person may not know this, but the fuel pump’s “access” door is under the back passenger seats. Accordingly, any squirting gas would have filled the vehicle’s interior with a strong gasoline odor. Why hadn’t it?
The Tech showed me a trail of stains on the floor that he said were caused by the leak as he drove the MDX into the garage bay. Why did they start only 6 feet from the rear of the vehicle and stop 2 feet BEFORE the location of the tank leak??
Next the Tech showed me the wet gas tank and indeed it did have a strong gas odor.
I was surprised that they did not ask me if I had been experiencing the common symptoms of vehicles with gas leaks – like the engine light being on, engine hard to start, loss of power, sputtering engine or stalling out. I had not experienced any of these. Accordingly, I said no to the recommended service.
The SA repeated several times that this was a safety issue and there was a possibility of a fire. He was CONCERNED for my safety!
Before heading home, I stopped at Costco, fueled the MDX and shopped for awhile. When I came out, I checked for drip stains, leaks, smell, etc. Nothing! After my 30-minute drive home, I checked the rear of the vehicle and underneath. There were no stains from drips or leaks. The gas tank was not wet. No gas smell inside or out. Nor did the vehicle experience any of the common symptoms for a gas leak. A few days and miles later, still nothing. It was a miracle! Or, was it?
This adds a whole new description to what is called "BUSINESS DEVELOPMENT STRATEGIES!"
It is now Aug 11 and the SERVICE MANAGER has still not responded to my request for clarification regarding this experience.
So “YOU” decide. Was the level of service and treatment I received that day what you would call: PROFESSIONAL? SERVICE EXCELLENCE? DEALERSHIP REPUTATIONALLY POSITIVE? ETHICAL? TRUSTWORTHY?
TRUST and integrity are of the utmost importance when finding a good Doctor, Lawyer, Service Advisor, Service Technician, Mechanic, etc. Needless to say, this experience has caused me to lose trust in the ACURA OF TEMPE SERVICE DEPARTMENT.
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