Family, friends, & colleges used as test subjects
Car leased New! all electrical shut down on freeway traveling 60mph. Yes no power steering nothing worked electrically. Miraculously husband was on a
Car leased New! all electrical shut down on freeway traveling 60mph. Yes no power steering nothing worked electrically. Miraculously husband was on a declining slope to man handle the car to the shoulder. Car had to be towed & passengers calmed down. Mike Hale Service concluded the electrical shut down but could re simulate the occurance again to get the exact codes. They programmed the computer in our car to catch the right codes next time. Assured no next time. We wanted to trade the car then because we felt unsafe. They said everything is documented, there shouldn’t be a next time. If so they said they would work with us. Yes it happened again luckily this time I had just got off the freeway because I couldn’t have man handled the car to safety with my 2 yr old in the car. It was the dead of winter & freezing outside though. That was a challenge with having no electrical to keep the car warm with my 2 yr old while we tried to line up transportation and a tow truck. Acura care suggested Jody Wilkinson because I was so unsure of the service that was performed on our car the 1st time. We had the car towed there the 2nd time. They said it was electrical & replaced alternator etc. their manager said we were really lucky because when the car looses power it shuts down everything. SCARY as it was😳 3rd times the charm yes it happened again but this time it just started throwing codes on the dashboard. We are slightly out of lease because of mileage. Remember the 1st occurance Mike Hale service department said they would take care of it if something happened with electrical. Called Acura & had car Towed to Mike Hale because we wanted the car traded to a safe lease since we are paying for a car that is unsafe & undeiveable. We didn’t even receive a phone call until 2nd day at closing. They said can’t fix because the tires are all bad & we would have to buy all new tires to re simulate the experience. I said please don’t fix or do anything until we know it’s covered. Also would like to trade car because we have been used as test subjects for to long. The car is plainly unsafe and don’t want to wait for a re simulation. After 4 days of not having a vehicle. We get a phone call & yes like the movie Groundhog Day. They said it had all the codes go off but couldn’t re simulate until we bought all new tires. No one listened. We said don’t fix anything until we talk to a GM or owner we continue to get the service manager that accused my husband of not having bought new tires a year ago, & also said to him, “quit frankly sir I hope things don’t work out for you.” We have contacted Acura Care & have a case manager. We have been without a car for 1 week no loaner car. We were assured by Ryan Rasmussen he had empathy. Question does he understand customer service manager job title. I wonder is empathy in the job title? If so does empathy encompass safety when fixing a car before it could kill someone? We bought an Acura for safety & reliability. If your at a dealership getting your car fixed under warranty, isn’t it because they are certified in making sure your car is safe when it leaves their service department??? Our family was hurt by the failure of communication, knowledge of product, & how to safely fix our car. By the grace of God we r alive. Acura may want to look @ the breakdown in communication & application of fixing their products safely with this dealership. It is a Sales only organization no customer service in our experience. Ryan Rasmussen (SM) said he has empathy, 🤔also said I hope it doesn’t work out for you! 🤔& he’s the one over making sure you feel safe with how your car is fixed🤔. He also said there is no one higher than him that can make a desision on our car. 🤔 Still waiting for resolution. keep you posted were you can find more on this vehicle situation so you will know if you want to take the financial, & health risk you could encounter if you find yourself working with this dealership long time. Yes, we look for long term relationships we have a Honda with almost 300,000 miles that hasn’t had any major problems. We never encountered empathy before like this. We have always worked dealerships trained & certified with safely fixing the problem. Not empathy for their lack of knowledge & safety.