Customer Service? They obviously don't know what that is
at Norm Reeves Acura!
I dropped my car off on Monday, July 12 at 7 AM. I was hearing a faint "knocking" noise in the rear passenger side of the ca
at Norm Reeves Acura!
I dropped my car off on Monday, July 12 at 7 AM. I was hearing a faint "knocking" noise in the rear passenger side of the car. Around 4 PM, I received a call from the Service Associate, August Spencer. He said that it took 6 times driving my car around to hear the sound. He notified me that since they finally heard the sound late in the day, my car wouldn't be ready the same day. I was OK with that.
The next day, I waited for the call to pick my car up. A whole work day passed, and I thought that maybe a call was made to my home phone number. I got home and there was no call. I was getting a little anxious because the hours kept passing, and no one called me.
The next day, I call Norm Reeves Acura around 7:30 AM. No one answered, but I left a message. By 2:30 PM, no one had called me. So, I called again. This time, the receptionist answered and she sounded quite rude. I asked to be transferred to the Service Department. She supposedly transfers me, and some rude-sounding guy answers. I tell him I'd like to know that status of my vehicle. Apparently he's either not in the Service Department or was unable to help me, because he then asks me who my Service Associate is. I tell him, and he transfers me over. I get August Spencer's voicemail. I left a message, notifying him that no one called me the day before, and that I had left a message that morning.
August calls back about 15 minutes later and leaves voicemail, as I had missed the call. Long story short, he said that he was off the day before, but that he said the Service Technician was supposed to call me. Instead, it looks like the paperwork was left on August's desk.
I guess I can accept that, but just having to call 2 times and having to be transferred 2 times was a real pain for me. I was told the issue was fixed, but sure enough, I started hearing the "knocking" sound again. At that point, I sent an e-mail to Max Fowler (I sent an e-mail to firstname.lastname@example.org) to let him know I heard the sounds and was wondering if it was possible there could be some other issue.
I didn't receive a response or a bounce back e-mail, so I'm assuming it went somewhere but just went unanswered. I determined that it was no use to contact Norm Reeves Acura again, so I went to another Acura dealership for a second opinion. The "knocking" sound was very faint that day, and they determined that everything was good.
So, I guess the issue with my car is just a nuance of this car, and I guess I'll have to put up with it until it becomes a constant issue. And I totally feel like it looks like I'm making this sound up. However, I did drive the car with someone at Norm Reeves a few weeks ago, and he did hear it, but said "It's not a safety issue."
So, I guess if it's not a safety issue, then I need not worry. This was not my first service experience with Norm Reeves, but my second. And neither experience was good.
I don't plan on coming back to Norm Reeves Acura for service unless I absolutely have to. There's another Acura dealership that's closer to my home, and I plan on going there as much as possible.