Malcolm Jensen

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

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