Acura of Orange Park

Acura of Orange Park responded

Dear Mr. Parsons, My name is Gray Burtchaell I'm the Director of New Vehicle Sales. I understand you've bought a few vehicles from us and I'm unsure of the one you had a problem with. Was it the 2005 civic or the Acura TL?

parsonsk responded

It was the 05 civic. Jamie Hardy is the last point of contact and said he will do what he can to help. Mark Lacovara the one before him. I don't see any resolution in the matter so I'm just returning the favor by making a hobby out of warning your potential future customers. Feel free to resolve away though. Tell Gino hello. I would do business with him any day.

Acura of Orange Park responded

Gino is still a part of our team, he says hi! He was unaware of you having a problem until a few days ago. I will make sure we are more careful so clients in the future do not go through the same experience you've had. Unfortunately dealing in pre-owned vehicles we almost never know the entire history of the vehicle that was traded to us. The closest thing we have to that is a Acura Certified pre-owned vehicle, which tends to go through a little more thorough inspection than the average used car. Even though your problem is four years old I would still like to help, are you still in possession of the vehicle? If so does the vehicle still have any problems.

parsonsk responded

I will be a little bit more detailed and give you the order of what went down and how it went down. We had the barely used TL and decided to trade on a used 05 civic. It was march 07 when we traded. The problems happened in layers. 1) Test drove the civic, it made a squeak noise when shifting. Told by the salesman "It's the EMA feature that makes the noise on the hybrids. Perfectly normal." O.K. I bought off on that. 2) I am shown a Car Fax that is clean. No wrecks. 3) Bought the car and purchased the Care Plan for $890. 4) Show up several months later to the service department with my Car Care coupons. Was told the vin# on my coupon didn't match the vin on my car. So I went home and called Fidelity and was told they would fix the vin# after confirming with AoOP. (years later, never fixed.) 5) Not quite a year later, contacted by GEICO and asked to go outside and read to them the VIN on my car. Was told I had the wrong VIN on my insurance!!! (glad I wasn't in an accident) 6) Went inside and to my surprise, found that the wrong VIN was not only on my insurance and Car Care Plan, but also on the whole sales contract itself. And obviously the Car Fax too (I will explain later). 7) Acura of Orange Park moves at the speed of light to fix the VIN #s on the sales contract and assures me that they will fix the numbers on the Car Care Plan also. Never happened though. 8) Contacted AoOP a few months later demanding they fix my Car Plan info. Contacted by Mark Lacovara. He advised he would make things right. Waited some more, then decided to get a demand a refund on the Car Care costs. He said he would do what he had to do to make it right. 9) That small squeak that is unique to the hybrid turned into complete clutch and flywheel failure. So I paid $2800 to completely fix it. 10) After the car is fixed, I tell Dominion Honda here in Richmond I want to trade it in on a new Civic. They pull the car report, "PREVIOUS MOTOR VEHICLE ACCIDENT." Wish I would have known that information. Just spent $2800 to fix the car to find that an accident "that I was told by Acura of Orange Park never happened" just depreciated my car at least another $800. 11) After complaining again, I am contact AoOP again. This time Jamie Hardy advises me that the previous person "Mark" hasn't worked there for quite some time. No one there has any idea what has happened. 12) Here I am. To be honest, the problem is not four years old, it is a problem that has lasted four years. I still have the car. The only problem now is sometimes it chooses to not start intermittently. This is a unique issue with that year and model civic. If you will be more careful in the future, tell me not what you will do with future clients, but what should I have done on my part to mitigate what I have been though with your dealership. Everything I have done has been completely fruitless. And although it is hard to wrap your head around everything here, what one thing would your dealership do to attempt to make any of it right. Everyone makes mistakes. The problem is AoOP made one mistake that turned into an avalanche of pitfalls on my end. What did I do wrong?

parsonsk responded

I am awaiting to hear what you propose to do to help. If for some reason you believe I am out of line with my request, I would like to know why. Hopefully AoOP will show me and everyone that you take some responsibility for mistakes. If I am waisting my time here, I would like to know. Also, I had received e-mails from Jamie Hardy, wanting to help. After responding to his requests, I haven't heard back from him in over a week? Respectfully.

Acura of Orange Park responded

Hi Kevin, I'm working on your problem, I have passed all this along to my GM and I will be back with you on Tuesday at the latest. Thank you, Gray Burtchaell Director of New Vehicle Sales Acura of Orange Park

parsonsk responded

Any word from your GM yet?

Acura of Orange Park responded

HI Kevin, Yes, we're working on it. Do you still have the same lienholder for the vehicle? If you do and we cancel the car care product it will lower your payoff by the amount of the policy.

parsonsk responded

Yes, Independent Bank.

Acura of Orange Park responded

thanks, For the sake of no more mistakes can you get the actual vin number off your vehicle. I just want to make sure we're aren't tracking down information for the wrong car. Thank you, Gray

parsonsk responded

I appreciate what you are doing with Care Plan and acknowledge that this is a step the right direction. I want to ask for your consideration on the fact that local dealerships have told me that because of the previous wreck, the trade value is about $1,500 (plus or minus a couple hundred) less than it would be without the wreck. Note that I was sold a car, that had I known was previously wrecked, I would have never ever bought. Has the GM considered this also. The whole transmission failure that cost $2,800 is a huge amount for me to bite off, but I'm not even goin to ask. Without going back and forth too much, I think $2,000 to cover both the Car Care Plan and depreciation of the vehicle is a more than equitable resolution as I will forget about the transmission (I can provide receipts for the transmission work if needed) and I settle for a portion of the depreciation loss due to the wreck. Thank you for the work you have done so far.

Acura of Orange Park responded

At this point all I'm doing is looking into to get the facts together. We need your full VIN to proceed. Thank you, Gray Burtchaell

parsonsk responded

Correct jhmes95625s023260 Wrong 1hgem225x5l019113

Acura of Orange Park responded

Hi Kevin, We've done research into this. Your service contract number 86738522 on vin jhmes95625s023260 has been valid since 3/4/2007 and was valid until 1/1/2009. According to fidelity no one ever attempted to file a claim on the valid extended warranty on your vehicle that was purchased at Acura of Orange Park. So according to the warranty company the dealer you took it to never called to process a claim on your warranty. Of course we would like to help. We are willing to trade your vehicle as if it has a clean carfax. Once again I apologize for it taking so long for someone to actually look into this for you. Let me know if I can be of further assistance. Thank you, Gray Burtchaell Acura of Orange Park

parsonsk responded

I haven't said anything about any warrantee or the transmission being covered. The mechanic never filed a claim because their was not a warrantee. It had already expired and my only complaint was the fact that you sold me a car that was previously wrecked and the mechanics said looked like it had been driven like it was stolen. Certified or not, it was a piece of crap. The car care plan as of Nov of last year(the last time we checked) still was not updated. And if it had been updated, don't you know that would I like to be informed. I am not going to drive to Florida , so you can pretend the car wasn't in a wreck, you already did that when you sold me the car. I paid thousands to repair the car and it runs fine now. The wife is livid right now because she did about all of the initial work calling Fidelity and AoOP and is now being told the problem was taken care of!!! Either you take us for idiots or you honestly have no idea of what is going on. I stoped being angry a while back. I will say that atleast the previous guy Mark acknowledged that there was no excuse to how we were treated even though he dropped the ball. The lesson learned is that in the future, I should utilize the legal system and not settle for false promises! Anyone reading this know that I served in the USN honorably for 7 years. Served as a Volunteer Fire Fighter for 6 years. I am a hard working father and husband that values honesty and integrity. I have tried to work with this dealership over and over again to try and let them correct their inadvertent wrong doings. Anyone can make a mistake like this, but most of the honest would make it right. Wether on purpose or by mistake, Acura of Orange Park sold me a previously wrecked car with early stage transmission failure, stating it had a clean title and had been through a rigorous inspection. They, sold me a service contract that could not be used. This was all the result of a wrong VIN grind on all paperwork and is the sole fault of Acura of Orange Park. They have acknowledged their wrong doing and now chose to let me trade my car as if it had never been in an accident. I ask all who read this to consider what has happened and to choose a dealership that fixes their admitted falts instead of projecting them onto the victim. I tossed about $4,500 into a black hole to fix the problems handed to me by this dealer. All of my fellow service members and firefighters please take your business elsewhere. I have a few military based consumer watch websites, but I would appreciate any links that anyone can provide so that I may tell others about my transaction with this dealership. The links can be sent to kevin_missyparsons@yahoo.com . I recognize Acura of Orange Park as a dishonest business and I along with anyone I know will never do business again there.

Acura of Orange Park responded

I'd be happy to discuss this further you if you could call me at 904-777-5600. Thank you, Gray Burtchaell

parsonsk responded

My wife will probably call tomorrow. I accept your politically correct answer for me to pound sand!!! Tell Gino, no hard feelings! Your dealership will not receive business from me or any friend of friend. Any further posting from me is not an attempt to resolve our past, but only serves to inform your potential future clients. I will advertise a lot, but don't wish for any further coraspondance from you.

parsonsk responded

TEST 1 2

parsonsk responded

Acura of Orange Park states that my service contract was valid from 3/4/2007 and was valid until 1/1/2009. This is true, but it was valid under the VIN Number of a car I did not own. Posted below is an e-mail received from a past manager acknowledging the screw up and proving the the care plan was in the process of being refunded because as of July of 2010 the policy still was not corrected(over a year after the policy expired and still no correction). After this e-mail, Mark never contacted us again. Who knows why, maybe he was fired for being honest!!! From: Mark I called the rep from Fidelity and have them getting an exception for a flat cancel (need the exception due to the age of policy vs. cancel). I should have more info the first of the week. I’ll email or call. -Mark From: Parsons Hello Mark, We will be in Florida next week. We wanted to touch base with you prior to leaving on vacation. Is there any word yet on Fidelity, etc? Thank you, Kevin and Melissa Parsons From: Mark I will call Fidelity and figure out the cancellation part, I understand your frustration with the screw up and previous accident. Are you in VA? I will have to get creative if you are, but I can figure it out. I wasn’t a part of the team when you purchased your vehicle, so I am not even attempting defending the position in regards to the noise the vehicle had, or the prior damage. I don’t think dwelling on the past will help what lies ahead of both of us. Let me know what vehicles you are considering, and I will find a way to make it right. Mark xxxxxxxxxx General Sales Manager Acura of Orange Park 904-777-5600 x404 office 904-497-xxxx cell

Acura of Orange Park responded

Hi Kevin, I have a copy or your warranty policy on this vehicle that states it was in effect from 3/4/2007 to 1/1/2009 Mark may not have done the research into this that I have. I can fax or email you a copy of the policy attached to the vin you stated was your vehicle in previous correspondence. I'm not trying to argue with you I just want you to understand that you did have a warranty on this vehicle just as agreed upon, that the vehicle was in your possession for 21 months under warranty. If something would've happened to the vehicle during those 21 months I'm sure fidelity would've accepted your claim.

parsonsk responded

Again, I am not talking about the warrantee. I am talking about the care plan. Forget the transmission. We called Fidelity last night. They said that the Vin number on the car care plan is now correct, but they have no idea when it was corrected. The previous time we called last November it wasn't corrected. Why would someone care to fix the information after it has expired! Even the person at Fidelity said it looked fishy and agreed that we should have atleast received some sort of reemburstment. You can send all the paperwork you want, but it will not convience me of anything. Mark did the research and was equally convinced that nothing had been done to fix the problem, so he was working on a refund even though he police was expired. The transmission again, with the warentee, happened after expiration. My only beef there is the fact of whether or not this car was certified, it has to go through some sort of inspection. The from the first day I bought it to when it completely failed, it showed obvious signs of problems that any mechanic could have spotted. I now know!!! And just a side note from reading other complaints on other sites, don't tell the customer that it is certified when you know it isn't going to state it was certif

parsonsk responded

Certified in the paperwork. I got that treatment also. If you can't admit there is a problem when you sell a car that was wrecked and tell them it was not wrecked, and sell them a service contract that you put all wrong vin numbers on and did not fix until after it expired, I don't know what to tell you. We have been on the phone time and time again, and we aren't going to be told by someone that just started to take responsibility, we are now wrong!!!! You you even have record of the vin number mixup the happened initially on all paperwork? I bet you don't.

parsonsk responded

One more point I want to make. If everything was corrected, why would I not use any of those coupons in the care plan? The person at Fidelity actually asked that question.

parsonsk responded

And something else. If mark said that he was getting us a refund, whose right is it to tell the customer that what he stated and said he was going to do as a manager of your dealership now doesn't matter. I don't believe the customer is alway right, but you do what you tell the customer you're going to do. I want $2,000.

parsonsk responded

Like I said before, the wife might call later today but I don't see you doing anything here. I have other things in life to spend my time on. I forgive Acura of Orange Park for misleading practices involving falsly depicting products sold, falsifying documentation, lieing, purchased services not rendered.

Acura of Orange Park responded

Yes we have copies of both. Your service contract vin number was corrected at the same time the contract and title work work corrected. Your service contract was valid on the correct vin during the times I mentioned earlier. The reason I mentioned service contract again is that again you mentioned the mechanical condition of the car at time of sale, but then you stated had no mechanical issues until years later after the serice contract had expired. I also reviewed both contracts and service contracts. You signed both for a $882 Service contract. On both copies you purchaased and were billed for only the $882 service contract, not an optional car care policy. In fact at the bottome of your copy you will see that no Car Care policy was selcted, the service contract only was. If you have a copy of something to the contrary please foward to me so I can research further. If not, I thank you for your time and am available by phone or in person any day but Tuesday. Respectfully, Gray

parsonsk responded

Clarify for me, is the car care plan a optional service contract or a optional maintenance plan?

parsonsk responded

I don't have anything with a contract number 86738522. I am looking at a "Car Care Service Plan" booklet with contract number 86190880 that as of NOVEMBER of 2010 was not corrected as per Fidelity.

parsonsk responded

What time after 2 can we call you. There is no way we are on the same page.

Acura of Orange Park responded

I'll be available around 3 pm to talk. thank you,

parsonsk responded

I just got an update from the wife and it appears you and her discovered more errors. I think your GM's name is LIKE. What is he wanting to do now. You owe me money, take note that I don't need the money. I need you to make this right. If you can't, I want the GM or whoever is above him. I don't want a friend, I want this crap fixed. This transaction goes live not only on this site, but several others along with facebook and every other avenue I can find, I don't care if it cost me money. I'm not taking any fault in your errors or accepting the "slap in the face" payment you are now offering as a fix. Get creative.

Acura of Orange Park responded

Mr. Parsons, The reason I am trying to assist you has nothing to do with your comments going live as they already have in several places. I am trying to assist you simply because I became aware of your concerns. Mr. Like has been involved with me up until this point. We would love to discuss this further but it is difficult when you will not contact us directly. We appreciate your wife calling very much but I am not sure that everything was relayed accurately from either end. For instance you mentioned in several comments your service plan in addition to the car care. Your wife said that you were not aware of a service plan, only a car care, even though you mentioned that the car didnt have issues until after the service contract expired. Again, you paid for a service contract which was accurately in place for the term described. If you would like to set up a time, Mr. Like and I would love to speak to you directly via conference call, if not, I fear we will continue running in circles.

parsonsk responded

We will talk soon. I will clarify now that in the past, what I considered the service plan, was the Car Care Plan. I will say that at the time of sale, we were offered an extended warranty. We decline the warrantee and did pay for what we thought was the Care Plan. I see now that the "service plan" is a warranty and the "maintence plan"(which was not marked on our contract) is the coupons along with road side assistance. Forgive me for being rude in the past and having the wife call. I am an air traffic controller and when I go to work I have to have a clear mind and sometimes the wife has to take on more burden than your typical wife, but she is aware and probably more educated on the current situation. If you would hear me for a second. I swear that although I signed for a extended warranty, I made clear that I didn't want the warranty. And other than the sales contract indicating the warranty, I have never received anything indicating the warranty or the warranty contract number. You will know I am telling the truth because what I did receive was the Car Care Plan in the mail. There was obvious confusion from the salesman. He knew what we wanted and marked the wrong spot on the contract. If I would have known we had an extended warranry, I might have taken the car in earlier to have it looked at!!! You can't just say after the fact that you made a mistake and add the Care Plan. I feel what happened is AoOP sold me the Care Plan, accidentally indicating on the contract and charging me for the warranty. At some point, someone went back and caught the mistake and added the warranty after the fact to reflect the contract? And in turn, me nor my wife were never told. It makes more sense than the Car Car Plan just showing up out of thin air. We requested the Car Care Plan only. I didn't know "optional service contract"'meant warranty, and I don't know if the salesman did either.

parsonsk responded

Give me some time to figure out when I can make that happen.

Acura of Orange Park responded

Hi, My name is Gray Burtchaell, I'm the Director of New Vehicle Sales at Acura of Orange Park. I would like to help you with your concern about our service department. I apologize and I want to make sure your service experience here is the best possible. Please feel free to contact me by replying to this email or calling me at 904-777-5600 Thank you,