Rosenthal Acura - Service Center

Seeking Resolution - Rosenthal Acura Service Feedback I've been a dedicated Rosenthal Acura customer for over two decades, having relied on them for servicing my Acura TSX and RDX. However, I Feedback I've been a dedicated Rosenthal Acura customer for over two decades, having relied on them for servicing my Acura TSX and RDX. However, I must express my deep concern regarding the current state of their service department. It's evident that the quality has significantly declined since the onset of the pandemic, potentially due to changes in management and personnel. The esteemed Rosenthal Acura name is all that remains. Regrettably, the standard of repairs provided is far from satisfactory. Their mechanics seem limited in their ability to diagnose and rectify issues beyond basic service requirements. Comprehensive post-repair checks or test drives on vehicles appear to be omitted. Additionally, the treatment from personnel leaves much to be desired, and obtaining a loaner car after repeated service failures necessitates escalating the matter to the facility director. Rather than relying on experienced mechanics, they seem to rely solely on scanner-generated codes for repairs. This approach lacks accountability, and there have been no apologies for their mistakes. My attempts to engage with the Acura regional manager have been met with silence, and interactions are avoided. Here's the chronicle of my ordeal: 1. **Initial Repair** - July 10-13, 2023 (3 days): Diagnosis and spark plug and coil replacement on the 4th cylinder. 2. **Post-repair Issues** - July 13-18, 2023: Unforeseen shaking and motor noises. 3. **Second Repair** - July 18-August 12, 2023 (26 days): Extensive timing chain, guides, arm, tensioner, seals replacement, and Fakra cables. 4. **Post-repair Issues** - August 12-14, 2023: Immediate oil pressure light and all service lights warnings, car shakes upon startup, stalls. 5. **Third Repair** - August 13-19, 2023 (8 days): VTC Valve replaced due to DTC P2651 Rocker Arm Oil Control System "B" stuck off/switch circuit high voltage. 6. **Post-repair Issues** - August 19-26, 2023: Persistent car shaking, electrical issues, battery indicator lit, car cranks but doesn't start while lights are operational. Discovered air intake left detached post previous repair. 7. **Fourth Repair** - August 27-September 2, 2023 (7 days): Resecured the fuel pump ground and installed a new air intake. 8. **Post-repair Issues** - September 2-5, 2023: Intensified shaking, difficulties in shifting gears, all service lights back on, car stalls repeatedly. 9. **Fifth Repair** - September 5-October 1, 2023 (27 days): Acura requested all non-Acura service receipts, presented $5098 estimate, later reduced to $2371.66, for cylinder head gasket replacement. My vehicle has spent a total of 71 days in their service since July 10, 2023, with each return in a worse state than before. A particularly concerning instance was when I realized that my vehicle had been returned to me on August 27, 2023, with the air intake visibly detached. It makes me question what else was not properly attached. My car stalled and had to be towed back to the dealership. Please refer to the attached video. The latest issue is the $2371.66 estimate for cylinder head gasket replacement. I firmly believe that this expense must be fully covered under Rosenthal Acura's repair warranty. I've requested the involvement of the regional Acura manager, urged Acura corporate to send their own mechanic for reevaluation, and demanded full coverage of the cylinder head gasket repair resulting from their errors. Furthermore, the current condition of my four-year-old Acura RDX 2019 falls far short of the luxury and reliability I anticipated from the Acura brand and Rosenthal Acura's service. Regrettably, I can no longer endorse the Acura brand to those seeking dependable luxury cars and service. In conclusion, I implore you to reconsider subjecting yourself to the frustration and disappointment I've endured with Rosenthal Acura's service. Superior, more professional, and cost-effective alternatives are available elsewhere. More

Definitely above and beyond great service! ! from the time we bought the car to the time of having the car serviced, from the service personnel to the sales managers, Walter and Rubin, prompt a ! from the time we bought the car to the time of having the car serviced, from the service personnel to the sales managers, Walter and Rubin, prompt and reliable service all the way around, I am so grateful, even though the dealership is a bit far, I will keep going back, and highly recommended to anyone who wants a good buying and service experience. More

Victor Castro was wonderful to work with. We just purchased a new Acura MDX and couldn't be happier with the personal service he provided. He took valuable time to explain all the technology and feat purchased a new Acura MDX and couldn't be happier with the personal service he provided. He took valuable time to explain all the technology and features of the car. I would definitely return to work with him again. More

Outstanding Service & Experience Have been having my 2013 TL serviced only at Rosenthal since purchase and the quality of service and attention to details has kept it at the same leve Have been having my 2013 TL serviced only at Rosenthal since purchase and the quality of service and attention to details has kept it at the same level of performance and comfort since day of delivery. The entire staff is professional, courteous and very knowledgeable. Jason, my service advisor, is always on top of his came when discussing my service requirements, proactive maintenance and repairs and addressing with patience and sound advice my questions and concerns. He is a true asset to your organization as the rest of your staff! More

Lasting Impression We purchased and have had our Acura MDX serviced at Rosenthal. Our experience from Larry Pinto our sales rep to all the employees in Service have bee We purchased and have had our Acura MDX serviced at Rosenthal. Our experience from Larry Pinto our sales rep to all the employees in Service have been superior. Great car that has been trouble free for years. More

Rude and huffing on the phone. I called early on a Monday morning and talked with Adam in Service about a problem I was having and asked him to check if I still had warrenty coverag I called early on a Monday morning and talked with Adam in Service about a problem I was having and asked him to check if I still had warrenty coverage. He was very impatient (long sighs!) and gave me all the reasons this was a difficult request, no guarantee of coverage and a difficult problem to solve (turned out to be a simple setting adjustment, made free of charge at the Naples Acura). I will consider buying a my next Acura from another dealer. More

Always good luck at Rosenthal Acura I have worked with this dealership for more than twelve years. My sale associate is Larry Pinto, who is nice, friendly and helpful. He doesn't push an I have worked with this dealership for more than twelve years. My sale associate is Larry Pinto, who is nice, friendly and helpful. He doesn't push and always works with you. It's fun to go on a test drive with him. The service has always been top-notch as well. My service reps, currently Shannon, have always looked out for me. I highly recommend Rosenthal Acura. More

BAD Customer Service Bad customer service by the service department, they took 3.5 hours for an oil change. I will never come back for any service again. Bad customer service by the service department, they took 3.5 hours for an oil change. I will never come back for any service again. More

Dishonest Diagnosis I brought my RDX in for diagnosis of a stuck moon roof - the Acura signature problem. Recommended for a $1,700 bogus repair. The customer service side I brought my RDX in for diagnosis of a stuck moon roof - the Acura signature problem. Recommended for a $1,700 bogus repair. The customer service side was ok but the technicians were not trust-worthy, which rendered everything a shame on their part and a waste of half a day of my time plus $135. They should be brought to court. More