On August 22, 2013, I dropped off my 2006 Acura TL to the Mission Viejo Acura Service Department. They removed the Navigation screen and the radio (see invoice #14000) because my son had stuck some coins in the tape deck and the touch screen stopped working. Miguel had recommended that I replace the radio or get it fixed. I took the car home and repaired the radio.
On August 23, 2013, I had Mission Viejo Acura Service Department put the Navigation screen and radio back in (see invoice #14025). Kim again took the order. When I went to pick up the car in the evening, Kim said everything was tested and it works fine. I also saw Miguel, but did not talk to him. As I drove home, the radio functioned fine and I was able to touch the Navigation screen without issues.
On August 24, 2013, the sun was shining on the Navigation screen and I noticed that the Navigation screen has a scratch mark on it in 2 places. I then tried to clean it with LCD wipes, but that did not work. I called around 11 AM and spoke to Kim. I told Kim of the problem and she said that I need to deal with Miguel on the issue and that Miguel left for the day and that he will be back on August 26, 2013.
On August 26, 2013, in the morning, I was putting in the baby car seat in the backseat and noticed a black screw was sitting out in the middle leg rest (where the hump/bump is). I picked up the screw and put it in the front cup holder for safe keeping. Then I went to work and called and talked to Miguel about the scratch marks on the screen and he said there was nothing that he can do because he nor the technician caused it. I told Miguel that I know for a fact that the scratch mark was NOT there when I took it in for service! Anyhow, I called Acura Customer Relations and explained everything as above and got a case #B012013-08261096. I then contacted Tony Swain, the General Manager and sent him pictures and the above information.
As of August 27, 2013 6:30 PM PST, I have not heard from anyone.
On August 28, 2013 around 4:54 PM PST, I sent another email to Tony Swain to get an answer.
On August 29, 2013, I got an email back around 10:20 AM saying "Based on talking to my service Manager and the Certified technician, we did not scratch the face of the Navigation. It was in your possession and must have been scratched some how. I’m sorry you feel that we scratched it. Unfortunately there is nothing we can do."
On August 30, 2013 at around 3:30 PM PST, I went to the Mission Viejo Acura dealership to talk to Tony Swain. I was informed by Miguel that Tony had gone home. I then went to the receptionist to get a second opinion. The receiptionist too said Tony had gone home. I then asked the receptionist for the next person in charge. She called Sean Fitzgerald around 3:45 PM PST and told me that Sean will be with me in a bit. I waited and waited and waited. I waited a long time then decided to call Acura Customer Relations at around 4:00 PM PST and they were closed. Not sure why they closed since it says they close at 5:00 PM PST. Anyhow, I hit a different option and got ahold of someone at Acura Customer Relations. She tried to transfer me to the person handling the case, but no one was available. She came back on the line and asked me what the problem was so I told her the entire story. I told her to please document everything and she said she was unable to because she did not have access to input anything into the case. At 4:40 PM PST, I went back up to the receptionist again and asked her where Sean is. The receptionist got back on the phone and called Sean. Another lady was standing next to the receptionist and pointed and said Sean is right there. I was frustrated by now. If the receptionist knew where Sean was, but did she not just be honest and tell me. Anyhow, I walked over and told Sean Fitzgerald we needed to talk in a private room. We went over to a private room and I told him of the issue I had with the Navigation screen and the scratch marks and he was aware of the situation. Then he said it is a he said she said thing. I agreed with him, but I told him that I am 100% sure that when I brought the car in, there were NO scratch marks. Anyhow, Sean asked would what be the best resolution. I told him what I wanted. Sean went and talked to Miguel to see what the cost would be to install a new Navigation screen and radio. Sean came back 2 minutes later and told me that Miguel will not provide service to me. Sean then said he will talk with Tony Swain on September 3, 2013 and for me to call him (Sean) back around 11 AM PST. I also took Sean to my Acura TL and showed him the 2 scratch marks AND the one screw that was not installed somewhere. Again, Sean told me he will talk with Tony on September 3, 2013.
On September 1, 2013, my wife noticed a couple more screws lying down in the cracks where the carpet is on the drivers side floor.
On September 3, 2013, I called Sean around 3:30 PM PST to talk to him and find out what the resolution is. Sean did not pick up and I left a voice message. I called back and asked to speak to Tony Swain and the receptionist said he is busy. I again called Acura Customer Relations and was told that the correct complaint number is B012013-08-2601096. I told the agent of the issue and he said that he will forward it to the district manager, Andrew Harrison.
On September 9, 2013, around 12:50 PM PST, I called to talk to Tony Swain and the receptionist said he was busy. I then was finally able to talk to Sean and he said that Tony Swain and Miguel were both in the office and they both refused to take liability for the damage. Sean said that they are willing to install the part for me if I order it from the parts department.
Why did I write this review? I gave the dealer ample of opportunities to rectify a situation for a problem THEY caused, yet they do not want to take the liability for it. What is their resolution? They want *ME* to buy a $3300 + California sales tax and then they will install it (Sean did not say it was for free either). REALLY? You want ME to pay for something YOU, THE DEALERSHIP caused??? The Service Manager, Miguel Anaya says that the service technician who worked on this had been there for a long time and would confess if he had done this. Really?? How do you or the "experienced" service technician explain the 3 or 4 screws that I have found on the carpet?? What a bunch of crooks. The General Manager, Tony Swain, has bad communication skills (more like no communication skills) with his customers.
My next step is to file a suit against the dealership.