I have done business with this particular dealership for 16 years and have documented maintenance costs exceeding $60,000 dating back only a few years. In totality over the years, my maintenance border $80,000-$100,000. I have purchased 5 from and serviced 6 automobiles at this dealership. My parents and son have also purchased automobiles from this dealership upon my recommendation.
Most recently, after a $2000 maintenance visit in late September, 2020, I was told my 2014 RLX required a new (used) motor. It was communicated to me that a few of the contributing factors could include: (1) Not checking my oil levels at every fill up. (2) Being over a scheduled oil change once by 3000 miles. (3) The vehicle was bought used vs new (although Acura Certified). Considering my documented and very thorough maintenance history, it didnt add up. So, I inquired as to the real cause because the three possible causes outlined above is a bunch of double speak nonsense. Yet, no one knew nor was anyone willing to provide me an answer other than "it wasnt us"...and subsequently, they offered $1000 toward the $6000 used motor replacement which is called "costing it out" meaning it cost the dealership essentially nothing. My proposed solution was to hire an independent engineer to inspect the motor and to provide us the cause. If I caused the damages, I'd pay 100%; if the dealership caused the damages from the earlier $2000 maintenance visit, they would pay 100%. Or, I would accept 50%/50% contribution...which calculates out to a $1950 difference to avoid further delay. I was told a stern "no" with it being communicated that it had nothing to do with the dealership. I disagree but I needed my car back so I agreed to the used motor as a replacement and subsequently paid $4931.93.
My service writer, Dusty, is and has always gone above and beyond. Here, it was obvious that his wings were clipped. I would follow him to whatever dealership he worked for. Matt, the service director, tried to solve the issue but he was too motivated by telling me "no" while saving money or his reputation on the back end. Customer interface is not his forte. Jimmy, my salesman, has always been top notch to me and has advocated on my behalf...until now. His follow up has been over promised and most definitely underdelivered upon. Lee Hubbard, Managing Partner, refused to call me back after I left a voice message on his office phone. Rather than call me back personally, for which I asked, he had Matt call me. It's obvious Lee and the dealership blow hot air pre sale and cowers on the back end when the rubber meets the road. If you're an Acura person, go to Hendrick...see Dean Sadler... and avoid the double talk promises at this dealership.