I went to Acura of Fremont on 6/1/13 to perform a regular maintenance
servicing on my Acura TSX. Marco was my service consultant and during the process, I told him that I have paid extra $3k while purchasing the car about the maintenance package. Unfortunately, I forgot the relevant documents at home, so I could not tell him exactly what I paid for and what the member number was.
I was hoping that any Acura dealer can pull all the information very easily from Acura's central server. He tried to find me in some database but did not find me.
In the mean time, I was trying to get in touch with Marin Acura from where I had bought my car. Again, their service rep was not present at that time there. So, I had to wait.
On the other side, in Acura of Fremont, the servicing was done and they charged me $94. As I could not gather the necessary information and Marco did not find me in the database, I paid the whole amount out of my own pocket. 2 minutes after paying, I received a call from Marin Acura and they talked with Marco and they informed him that I do have a valid Acura Care package and they shared my member number with him. Using that information, Marco was able to locate my records and he told me that I will get my entire amount back by check and someone from the dealership will contact me in the following week.
I waited for few days and since nobody from the dealership called me, I reached out to them. They told me that Marco's superior needs to send out the check and he is out due to some surgery. I again waited for few days but again no contact from dealership. I called in again to see whats happening. This time, I got on phone with Marco's superior and trust me this guy was very very arrogant with me and flatly refused to pay me a single dime.As per him, If we provide the Acura care information after the payment was done, there is nothing he could do, as the customer is already charged, so he refused to pay me anything.
Now, I called in Acura customer care and escalated this matter. I faxed in the copies of receipt and service performed, to Acura and they said that they will look into this matter.
I waited for few days and called in Acura customer service twice. Both the times, I could not talk with the same person, but the other reps told me that my case was under review. I again waited for a week and called them back. This time, Acura informed me that they have resolved this matter with the dealer and dealer will reimburse me. At the same time, they told me that using just my name, any Acura dealer should be able to locate all the necessary information on their computers, including any kind of offers or packages. So, I am not sure why Marco did not find me in the database or he just lied to me about it. Not sure on that as he had already lied to me saying that I will get my entire money back.
Then I called in Acura of Fremont and tried to get hold of Marco, but this time, he was on a vacation. I called in again after few days, but could not get to him. He just did not pick up my call. I called him almost 10 times and left 2 voicemails. He neither picked up my call once nor he did call me back.Next day, I called him again. This time he picked up my call and he transferred me to his service director Brian.
They kept me on hold for 20 minutes during the phone transfer and I hung up after 20th minute. Then I went to see both of them in person. I talked with Brian and told him about the entire process. Marco was present there too. I told him that this matter is out of hand now and it has been handled very unprofessionally by the dealership. The service practice is very unethical and unpleasant for the customer.
Brian promised me that he will reach out to his GM and send me a check of $56 only, which is not what I paid to him ($94), as Acura was refunding only $56 to the dealership. So, I have lost $38 here. He told me that the check will be sent out to me in next few days. Its been more than a week now and I have not received any check. I just called him again (probably my 25th call on this matter) and talked with Brian. He told me that they have already sent my check on 30th July. As I have not received any check, I asked him to which address he sent it out and he told me a wrong address. He told me that this is the address that I gave him, which is a complete flat out LIE.
Why will a customer give a wrong address, when he knows that he is going to receive a check on that address. So, I told him my correct address again and he told me that they will have to wait for the check to come back to them in order to issue another check on my current address.
At this point, I have no idea how much time and energy this process is going to take.
I repent my decision to go to Acura of Fremont. I will never set my foot again in their location as this is the most unethical, unprofessional and cheater dealership I have even experienced in my life. I will not recommend this dealer to anyone.