Service people are unfriendly and unreliable. Vehicle never done on time and I always have to bring it back. Service center seems like they could care less about the car owners. If you purchase a car, get it serviced somewhere else if you want it done right without hassles.
My husband showed my your response here and also told me about the conversation you had with him on the phone, but he thought it might be good for me to contact you myself and let you know what is concerning me personally since it is my vehicle. Just to let you know up front, I'm a very non-confrontational person usually so I thought I would just explain to you from my point of view the experience I have had with priority since purchasing my MDX. When it was sold to me I was told that the navigation system, the headlight cover and the tires would be fixed and/or replaced because I did not want to purchase the MDX with these damaged items. I also purchased an extended warranty incase there might be other issues that I did not notice since the buying process can be rather intimidating and I knew I might miss something. My very first experience with your service department was with Donna who immediately let me know that there might be a problem having the light cover replaced. This is not covered under warranty she had said. I tried to explain about the agreement, but it didn't seem like I was being heard. That is when we met you. You were very kind and did end up replacing the light cover, which while I do appreciate, was a part of my agreement in the first place. It just should have been done. Why would management need to get involved in taking care of a very minor problem that was part of my agreement in the first place? With the navigation system, I can't remember exactly how many times I had to come back for that to finally be fixed, but it was quite a few, maybe 3 or 4 times. Each time I was told something different, like the cd was dirty so they cleaned it. To me it just seems cheap to make me come back 3 or 4 times when they could have just replaced that cd in the first place if they knew there was a problem with it. I don't have a ton of time to go back and forth 4 times to fix the same problem. I do understand that these things happen so I let it go, but then I noticed the panel under the dash was broken after they fixed the navigation. I waited until my car needed service to bring in it, because like I said I don't always have a ton of time and I assumed that it wouldn't be a problem. Well it did end up being a problem. I was told I would have to pay for it because the service guys supposedly don't need to use that panel to fix the navigation system. At that point you met with us again and told us that you would pay 40 percent for the new panel. Again while I appreciate your effort, I still feel that the panel should have been replaced without hassle because it was fine before and then it was broken while it was there and I still had to pay for it. So again I thought not a big deal at least I didn't have to pay full price. Well now we were having an issue with this memory seat feature. I don't even know how many times I have brought it back and it still wasn't fixed. I have even been quite willing to take my time to go back and forth again as I did with the navigation system, however my husband said he spoke with Donna again and I just didn't like how the conversation went. First he was told that they couldn't duplicate the problem, and even if they could that it is not covered under warranty. He was also told that the last time they tried to fix it, that the part was paid for by your facility because of the fact that it was not covered under warranty. So here I am quite disappointed thinking I am going to have to pick up my car and it is still broken and there is nothing I can do about it and even if there was something we could do that it would be more money out of our pockets. Then my husband decided to write a review and low and behold you call back and say that the part is covered under warranty. Why would Donna say that it wasn't? Why would she say that you had to pay for the last part? To me that makes all the other times that we were told things like this seem not very honest and forth coming. In all honesty it makes me feel like I can't trust my service department and makes me wish I didn't buy my vehicle there at all. As a customer I want to trust that you have my best interest in mind when dealing with me. Unfortunately I feel like you don't. That is not a trustworthy way to deal with people. I don't want to feel like I'm having the wool pulled over my eyes so to speak since I don't know anything about cars. At my place of business we have a motto..."Find a way to say yes." So in other words, even if you can not meet the needs exactly as the client would like you can certainly do your best to find out what you actually CAN do. To me it seems like a lot of negative responses happen first before we can get to the bottom of anything. That is why I am wondering why you don't first choose to look into a situation first and then respond. Also my husband mentioned that you stated that you only give courtesy cars only during repairs. He said that you made it known that you have been "letting" us use a rental car during our service times as a courtesy. That you have been footing the bill for this. There are a couple of things that I question with this. Why would our salesperson tell us that we would have access to a courtesy vehicle whenever one is available during ANY kind of service? Also he had said in conversation that these courtesy vehicles are owned by Acura. So what bill exactly would you be paying for if Acura already owns these cars? I apologize for all the questions, but again in light of all the questionable things that have been done and said to us I can't help but not trust this as well. It sounds like you just want to say things to appease the situation without going out of your way. Also with all the times I have had to be there with my MDX most if not all have been repairs anyway. I usually go ahead and get my regular service done when a repair is done so wouldn't that constitute the use of a courtesy vehicle in the first place according to your guidelines? Again, I am very sorry that I have to say all these things because I really HATE to have to complain about issues. I usually just try to take the good with the bad, but after a while of these things I am just feeling like a fool. If I let this go on and on I really would be a fool. I never had problems with Hall when I bought from them. They were always very clear about everything.