| WARNING - Don't do business with Arlington Acura, Palatine Illinois
- Click HERE for Original Thread
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| Copout221 |
***** WARNING ***** ARLINGTON ACURA IN PALATINE ILLINOIS SUCKS..... THEY WILL SCREW YOU OVER AND LIE TO YOUR FACE !!!!!!!!!!!!!!!!!!!
Several weeks ago I took my 05 MDX with 1300 miles on it to Arlington Acura in Palatine Illinois (BoB Rohrman Group) for a problem with the TPMS system. While the truck was in the service department the rear bumper was damaged by unknown means and I did not notice the damage until the following day. I contacted the dealer ( Service Associate and General Manager ) the day the damage was noticed and made them aware of it. The IDIOT in service told me they could "airbrush" the bumper and I told him absolutely not. This is supposed to be a luxury automobile and there was no way I was going to accept a cheesy / cheap fix for my brand new $40,000 vehicle and I told him that. The general manager told me that I was on my own and that I needed to notify my insurance company and get the damage fixed on my own. Well I screamed at him and notified Acura customer care (Brian Price) who started calling the dealer and they never called Acura back. Brian eventually made contact with one of the morons there and contacted me back in two days (very nice and polite). Brian advised me to take my truck back to the dealer and have the damage inspected so I followed his instruction. At the dealer my service associate looked at the bumper and told me the damage would be taken care of. I waited a week and was told the trucks bumper needed to be replaced / re-painted. I was somewhat satisfied until I went to pick the truck up one full week later. At first I noticed that the finish on certain areas of the bumper looked cloudy and did not have the same luster as the rest of the vehicle. I pointed this out to my idiot service writer who did stated he could not see what I was talking about. I told him I would most likely bring the truck back in at a later date to have the bumper wet-sanded and buffed to hopefully correct the cloudy appearance and two small imperfections I found in the clear-coat. Today (5/22/05) I went to wash the truck and noticed that there was paint coming off the bumper on the top, next to the black bumper pad. I freaked out, knowing this was the tape line where the body shop stopped with the paint or clear-coat in an attempt to keep from refinishing the entire bumper. This means the bumper was NOT replaced and they most likely used body filler on the plastic bumper (unacceptable) to fill the damaged area and only spot painted that area. After looking closer I noticed the cloudy appearance of the bumper was only near where the damage had been which explained everything. What these cheap idiots did was they sanded the area to be fixed and filled the gap (damage) with body filler on a plastic surface which should never be done on a quality fix. Then they spot primed and painted only the damaged area while blending into the remainder of the bumper. After that they clear coated the repaired area and attempted to blend this abortion of a body repair into the rest of the factory painted bumper. WHAT JERKS...... I am so pissed I my get rid of my MDX and never do business with ACURA again. This purchase has been the biggest mistake I have made in some time and ACURA's reputation is horrible in my opinion, just because of ARLINGTON ACURA IN PALATINE ILLINOIS and their inability to be honest, complete, understanding, and stand behind their product. I cannot believe they thought this MAACO paint repair would be acceptable and last the life of the vehicle. CHEAP CHEAP CHEAP IDIOTS !!!! DON'T DO BUSINESS WITH ANY BOB ROHRMAN OWNED DEALERSHIP, THEY WILL SCREW YOU !!!!!!! :3: |
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| tlhurlbut |
Bummer. Keep on the Service Rep. You should be his worst nightmare. A letter to Acura is also in order. The only way they should have done the job was a new bumper cover and start over.
Good luck. Some dealers just don't get it. |
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| Copout221 |
| Thanks for the support, I appreciate it. I am going to contact Acura again tomorrow and the dealer will be getting another visit from me so they can take a look at my newly repaired masterpiece. Most likely they will fix it right this time but you never know. Hopefully I can keep my temper under control to keep from getting kicked out !!!! |
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| csimo |
First off take a deep breath and settle down. There's no huge hurry and if you slow down you'll get a better job and everything will come out OK.
Stop calling and stop going to talk with people!!!!!! You are playing their game. Make them play yours.
Here's what you need to do.
#1 Go to a reputable body shop and show them the bumper. Ask them to give you an estimate to return the bumper to "as new" condition. Don't tell them the story, get upset, or do anything other than ask them for the written estimate (including rental car while yours is being serviced).
#2 Do the same at a second reputable body shop.
#3 Send a copy of the repair estimates to the Acura dealer via Certified Mail with return receipt. Attach a letter explaining that you are willing to give them one opportunity to return the vehicle to "like new" condition, or they can send you a check for the amount of the lowest estimate. Give them a week to reply.
Now they will know you're serious. They will probably fix the vehicle (correctly).
If they don't respond, or don't fix it to "like new" condition have the reputable body shop do the work. Then just spend the $25 or whatever it costs to file a Small Claims Court claim against the dealer. You will win if you can control your temper and present your facts in a clear and concise fashion.
Stop making it so hard and frustrating. Do it the easy way. |
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| Copout221 |
I will do that first thing tomorrow. I have the week off so I can do the homework and get all the facts in order. Honestly, I am sick and tired of driving to this dealer because they are almost an hour away and I usually don't get the answer I was looking for when I am there. What about Acura customer care, should I at least notify them that the bumper was not repaired properly and I was lied to ??
Thanks..... |
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| csimo |
Acura really doesn't have anything to do with this. Acura may take some interest from a customer relations point of view, but I don't believe Acura could force the dealer to do anything.
This is a civil matter between you and the dealer. Not a warranty issue. The dealer damaged your vehicle.
You are giving the dealer the courtesy to repair your vehicle to the condition it was in before they damaged it. You are under no obligation to allow the dealer to repair it.
The dealer will claim that they didn't accept any liability for the damage, but in reality they did when they attempted the faulty repair.
You need to step back and take a deep breath. Find out what a reputable body shop says needs to be done to return your vehicle to a like new condition. Give the dealer the courtesy to make such repairs... including providing you a loaner car.
Dealers are damned good at the games they play. As long as you play the game their way they usually win. Stop playing their game right now. You have everything on your side. Just take the steps necessary to prove to them it is in their best interest to make you very happy... that or they get to talk to a judge. |
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| frostyra |
And may I suggest -- no more flaming the dealership in print on the internet! Someone there will see it, or maybe another of their customers who really likes them will see it, and their feet will begin to get firmly set in concrete.
From this moment forward, follow csimo's advice -- it's right on target. |
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| Copout221 |
| Got it...But there is no way I will stop from informing others that this dealership should be avoided. They have already screwed me, there is not much more they can do to me besides not fix my car correctly. Ultimately this will affect my total opinion of Acura and I will never do business or refer anyone to this company or Honda. |
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| ScoobyT |
@ Copout
Dude. I really feel for u , but where do u get off claiming that the dealer damaged your car, when it might have been your own fault? Do u have any proof that they did it? |
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| Copout221 |
quote:
Originally posted by ScoobyT
@ Copout
Dude. I really feel for u , but where do u get off claiming that the dealer damaged your car, when it might have been your own fault? Do u have any proof that they did it?
I drove the MDX directly home after the service visit and it sat in my garage until the next morning when I discovered the damage. If that is not enough to convince you than I am sorry. Also, if they took that stand they should have not attempted to fix it in the first place. |
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| ScoobyT |
quote:
Originally posted by Copout221
I drove the MDX directly home after the service visit and it sat in my garage until the next morning when I discovered the damage. If that is not enough to convince you than I am sorry. Also, if they took that stand they should have not attempted to fix it in the first place.
...and get badmouthed by u ? I'm not saying its your fault ,or theirs. My point is , why should anyone believe your words , as opposed to the dealers? |
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| Copout221 |
They don't have to listen to me BUT check the BBB and look at the number of complaints that have been received "The Bureau processed a total of 7 complaints about this company in the last 36 months, our standard reporting period. Of the total of 7 complaints closed in 36 months, 4 were closed in the last year.
These complaints concerned:
They were closed as:
1 Resolved,
4 Assumed Resolved, and
2 Administratively Judged Resolved."
If people want to learn the hard way I invite them to go spend their money at Arlington Acura. Also, I have better things to do (much better) than slander/complain about companies and their practices. That is until that company takes my money, turns their back, denies responsibility, and insults my intelligence by telling me one thing and doing another. |
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| BostonX |
quote:
Originally posted by ScoobyT
...and get badmouthed by u ? I'm not saying its your fault ,or theirs. My point is , why should anyone believe your words , as opposed to the dealers?
Because many dealers are liars and scumbags perhaps?
Did a quick search and came up with this:
http://www.suckercars.com/
Good luck, Copout. Put the screws to 'em! |
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| hammermdx |
| Bummer, sorry to read all this. I agree with my fellow posters that you don't want to play this game on the dealers turf. Make sure you keep very accurate details of the dates & times, of every interaction you have and will have with the dealer as well as pictures. This should include the name of the person you spoke with and fully document the conversation. You will need these in case you go to small claims court to prove your case. |
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| laborlitigator |
:lurk:
This is getting good. |
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| crmsnidol |
quote:
Originally posted by Copout221
They don't have to listen to me BUT check the BBB and look at the number of complaints that have been received "The Bureau processed a total of 7 complaints about this company in the last 36 months, our standard reporting period. Of the total of 7 complaints closed in 36 months, 4 were closed in the last year...
My guess is that you did this research AFTER buying from this dealership right? |
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| Copout221 |
quote:
Originally posted by crmsnidol
My guess is that you did this research AFTER buying from this dealership right?
You guessed right. I am sorry I'm not as perfect as you!! Also, why don't you unsubscribe to this thred, you are providing no real useful advice or input. Thanks for playing. |
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| Copout221 |
********************** Update **********************
On 5/23/05 I took the MDX to three independent body shops who inspected the bumper and could not explain what happened. One guy guessed that the bumper had been tampered with after being painted and that turned out to be the best guess provided. I received a call from Acura customer care and spoke with Brian Price who asked how the bumper looked, I explained the situation to him and he immediately contacted the service manager at the dealer ( Omar Shabaz ). Acura customer care asked me to call the dealer and speak with Omar myself, I did. Omar could not believe the paint was peeling off and asked me to drop the MDX off and he would provide me with a loaner. I traveled to the dealer and arrived about an hour after speaking with Omar, he was not at the dealer so I was FORCED to deal with the sneaky liar service writer Devin Kinney. Kinney looked at the bumper and attempted to blame me for the paint peeling by stating I tried to wax it or wash it too soon. I told him to be quiet and get me my loaner, he did without saying another ignorant word. After leaving the dealer I contacted the body shop where the MDX had been repaired and spoke with the manager who was very nice. He advised that the truck left his shop in perfect condition and could not understand why the paint would be peeling. I explained where it was peeling from and he simply stated "I cannot say anything else, you need to get the truth from Devin." This led me to believe something deceptive was taking place and I was not being informed of all the details regarding my MDX. On 5/24/05 I made contact with a source inside the dealership who asked to remain anonymous who told me that after my truck had returned from the body shop the bumper was AGAIN damaged and Devin Kinney contacted an airbrush service (Carnica). This airbrush service attempted to fix the new damage to the bumper and made it look horrible. It was hazy, cloudy, and did not come close to matching the finish of the bumper. This is what I noticed when I picked the truck up from the dealer and pointed out to the dishonest service writer Devin Kinney who said he could not see what I was talking about even though he was being deceptive by not informing me of what had occurred. The MDX is currently at the same body shop where it had been fixed and I spoke with them again today. They are going to allow me to pick the truck up from them tomorrow 5/25/05 and I will leave the TSX with them because I will NEVER set foot inside that dealership again. In addition, I will be writing a letter to the owner and general manager requesting that Devin Kinney be fired for his deception, ignorance, and continued attempts to cover up his mistakes. People like this make me sick and don't deserve to be involved in any job that require customer interaction or service skills. |
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| hammermdx |
| Glad to hear things are heading in the right direction, good luck when you pick it up tomorrow and post some pics. You may also want to let the BBB know of your experience. |
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| Copout221 |
quote:
Originally posted by hammermdx
Glad to hear things are heading in the right direction, good luck when you pick it up tomorrow and post some pics. You may also want to let the BBB know of your experience.
Thanks, will do. I am going to wait for the BBB notification because I am on a quest to get the service writer fired. If I stick to my guns I will prevail. |
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| EXCALIBUR |
Copout221,
Stay the course. Us citizens are behind you all the way.:29: |
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| dipersp |
quote:
Originally posted by Copout221
Thanks, will do. I am going to wait for the BBB notification because I am on a quest to get the service writer fired. If I stick to my guns I will prevail.
I'm with you there. Just make sure it doesn't go down really bad. He DOES have your address and personal info. . .
Glad you got it straightened out. When my MDX was BRAND NEW, it was on the dealer's lot and got the door dinged. They luckily fessed up and fixed it, but I was furious and told the service manager so. His answer? "I wish I had a football field to park all the cars on, but it's tight here and that happens." You lose, wrong answer. That was my last visit to them. |
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| Copout221 |
quote:
Originally posted by dipersp
I'm with you there. Just make sure it doesn't go down really bad. He DOES have your address and personal info. . .
Glad you got it straightened out. When my MDX was BRAND NEW, it was on the dealer's lot and got the door dinged. They luckily fessed up and fixed it, but I was furious and told the service manager so. His answer? "I wish I had a football field to park all the cars on, but it's tight here and that happens." You lose, wrong answer. That was my last visit to them.
I agree that I need to be careful BUT my license plate is COPOUT for a reason !!!! He would be making a terrible terrible mistake screwing with me. Especially by coming anywhere near my house or family.
To make matters worse, when I dropped the MDX off on Monday 5/23 I noticed a ding in the rear hatch that was also not there when I bought the truck. I did not even bring it up to them, it was not worth it. I am having it fixed by a paintless dent removal service that the body shop uses. I don't think the body shop is going to charge me for it since they feel sorry for everything I have been through. However, if they charge me I will pay it and be done with this whole mess.
I really don't like dealerships, especially this one. The only dealerships I can tolorate is my Harley Davidson dealer where I get my bike serviced. Yesterday I picked it up after getting an oil change and they greeted me by first name, were in the process of detailing the bike to remove all the oil, fingerprints, etc, gave my 20% offf on parts, and pushed the bike outside as soon as I arrived. Also, my bike did not have any damage on it !!! That is service in my opinion. |
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| hondacuraworld |
Pity that people behave like that.
It's much easier in the long run to man up to a mistake.....we all make them and God knows I do. Things in life will always go wrong, but it's in how you handle things when things go wrong that either builds a bond or forms distrust. And once that distrust is there, rarely is there ever an opportunity to set things straight. |
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| Copout221 |
quote:
Originally posted by hondacuraworld
Pity that people behave like that.
It's much easier in the long run to man up to a mistake.....we all make them and God knows I do. Things in life will always go wrong, but it's in how you handle things when things go wrong that either builds a bond or forms distrust. And once that distrust is there, rarely is there ever an opportunity to set things straight.
I agree 100%. If they would have just been honest and told me what happened I would have been a bit disappointed but not as upset as I am now. There is no excuse to lie and attempt to cover up your mistakes with cheap fixes that will not last AND continue to lie after the customer (ME) confronts you. I will never forget this and will never refer anyone to Bob Rohrman dealerships ever again. For example, the three people who were at my home today installing a patio were warned not to do business there and they all agreed to tell their friends... |
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| MDX4now |
My email in response to Arlington Acura...
When we were shopping for MDX's in 2002 and 2003, your dealership chuckled in our face when we asked to test drive a MDX and then proceed to tell us should we want to wait for an allocation of MDX's to come in that we may like, every MDX does come with a $2500 "protection package" in addition to MSRP. To make a long story short, we bought a 2003 MDX at Acura of Libertyville, because unlike your facility, they quoted us a fair price OVER the Internet in addition to not forcing any dealer add-ons such as an overpriced wood steering wheel or running boards that were priced 150% over their list.
The first time we even walked into the Libertyville store was to sign the papers and we left with a MDX for some $2500 less than what you guys were charging. Although times have changed and while I haven't been back to your store since fall of 2002, I'm sure NOW you'd be more than eager to deal on a MDX and now in my case an RL. But I asked for an Internet price quote, not an invitation for me to be graced by the presence of Bob Rhorman's Arlington Acura. Thanks but no thanks.
- William
-----Original Message-----
Subject: Your New Vehicle Purchase Request
Dear William ,
Thank you for your interest in our new 2005 Acura RL , here at Arlington Acura
in Palatine. My name is ******* and I am the Sales Manager. We are
committed to providing our Internet consumers with a simple, efficient and
enjoyable shopping experience. Moreover, here at Arlington Acura in Palatine you
can be assured of receiving excellent service from a dealer that wants and
appreciates your business.
Our Internet sale price for that vehicle will be the best around. If you come in
I don't loose deals do to price.
If you have specific questions about exterior color/interior color
availability, PLEASE CALL me ******, on 847********
My hours
Mon 9-9/ Tues OFF/ Wed 1-9/ Thurs 9-3/ Fri. 1-9 and Sat 9-6
Have you driven one yet ? You are invited!
Please feel free to CALL me ******** on 847******* if you would like to
arrange a test drive or if you have a question
Thanks again for your inquiry. We look forward to meeting you soon.
Sincerely,
*******
Internet Sales |
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| hondacuraworld |
quote:
Originally posted by MDX4now
I don't loose deals do to price.
If you have specific questions about exterior color/interior color
availability, PLEASE CALL me ******, on 847********
Typos in emails that come from companies that want to earn your business this way via email kill me. I'd dismiss everything in this email because of this, personally....... |
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| msu79gt82 |
quote:
Originally posted by MDX4now
...and now in my case an RL. ...
Hello MDX4now I too am (was?) very interested in the new '05 RL (I've already been in comtact with Tim regarding the optional 18" wheels). I am getting quotes in Houston for $44,900 and am sure I can do better. However, after spending considerable time on RL Forums (Edmunds, acurazine, and acuraworld) I am having second thoughts. The RL is NOT selling well at all and they are having some QC issues with it; if you have not done so I urge you to spend some times on those forums.
Also if you have not done so I suggest you consider the new '06 M35. Back in March I was nearly 100% sold on the RL, during April I'd say it was 50-50 RL/M35; but now I leaning way toward the M35 (although I haven't made a final decision, nor am I in a hurry). |
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| hammermdx |
quote:
Originally posted by msu79gt82
Hello MDX4now I too am (was?) very interested in the new '05 RL (I've already been in comtact with Tim regarding the optional 18" wheels). I am getting quotes in Houston for $44,900 and am sure I can do better. However, after spending considerable time on RL Forums (Edmunds, acurazine, and acuraworld) I am having second thoughts. The RL is NOT selling well at all and they are having some QC issues with it; if you have not done so I urge you to spend some times on those forums.
Also if you have not done so I suggest you consider the new '06 M35. Back in March I was nearly 100% sold on the RL, during April I'd say it was 50-50 RL/M35; but now I leaning way toward the M35 (although I haven't made a final decision, nor am I in a hurry).
Personally, I'd stay away from the first year model of any car.....percentages are against you that all the kinks are worked out. Just my 2 cents, YMMV. |
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| MDX4now |
Yeah, here in Chicago, the lowest quote for me so far has been $45,200, but I'm sure I could do better.
To be honest, I have the same reservations about the RL too regarding how well it's selling, certain quality issues, etc. but I'd like to replace my 2000 Toyota Avalon soon with a car that doesn't much exceed $45,000, which leaves:
1. Lexus GS300
2. Infiniti M35
3. Acura RL
I'm confidant I can get an RL or Infiniti RWD for around $45,000, and while the M35 is more of a driver's car, I'm unimpressed with the slightly uninviting interior. This is where the Acura wins me over.
Also, the Acura has AWD standard which will most likely be better in the Chicago winters than RWD.
Yes, you can get AWD in the GS and M35, but that pushes the M35 to around $47-48, and the Lexus to around $50, and it's hard to justify that when I can get a RL for about $45,000 even or less.
It was hard enough convincing me into spending $41,000 on the MDX, so it's even harder for me to justify spending even more than that on a depreciating asset such as a new car.
We'll see...ANYWAY back to trashing a trashy dealership :p |
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| Copout221 |
quote:
Originally posted by MDX4now
Yeah, here in Chicago, the lowest quote for me so far has been $45,200, but I'm sure I could do better.
To be honest, I have the same reservations about the RL too regarding how well it's selling, certain quality issues, etc. but I'd like to replace my 2000 Toyota Avalon soon with a car that doesn't much exceed $45,000, which leaves:
1. Lexus GS300
2. Infiniti M35
3. Acura RL
I'm confidant I can get an RL or Infiniti RWD for around $45,000, and while the M35 is more of a driver's car, I'm unimpressed with the slightly uninviting interior. This is where the Acura wins me over.
Also, the Acura has AWD standard which will most likely be better in the Chicago winters than RWD.
Yes, you can get AWD in the GS and M35, but that pushes the M35 to around $47-48, and the Lexus to around $50, and it's hard to justify that when I can get a RL for about $45,000 even or less.
It was hard enough convincing me into spending $41,000 on the MDX, so it's even harder for me to justify spending even more than that on a depreciating asset such as a new car.
We'll see...ANYWAY back to trashing a trashy dealership :p
I totally agree with you. Cars are such a waste of money but I just cannot (along with most of us here) drive a POS that looks horrible and will eventually become a daily problem that I just don't want to deal with. I love cars !!! Anyways, if you can afford it I would seriously consider the AWD GS. I previously owned a GS300 that was an incredible automobile BUT was horrible in the snow (Chicago Area). The new GS looks great and has every feature a vehicle owner could want. In addition, I was always treated like a king when I brought my Lexus in for service at Mcgrath Lexus in Westmont Illinois. They treated me so good that I would buy X-Mas gifts for the service staff. Something I will NEVER do for Acura service staff !!! SORRY |
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| kwaidoi |
| We purchased an '05 RL...........the wife loves the car (traded a '01 TL w/Navi for it).....is a great car and do not see many on the road (good or bad?). If the car was for me......forgot the six-bangers.............go for the M45...335HP..........fast, fast. |
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| Copout221 |
I picked up the MDX yesterday and it looks excellent. I went directly to the body shop to pick it up and left the loaner there because I refuse to go back into Arlington Acura. The owner of the body shop told me to bring the MDX back in if I have any problems or questions. The only instructions he provided was to not wax the bumper for at least 90 days but I can wash it. He also told me that the bill to Arlington Acura for the second job was $560.00. He did verify that it cost them close to $1000.00 for the first fix because it included a new bumper and bumper pad :4: . I feel soooo bad it cost them sooo much. Now they just need to fire the service writer idiot who deceived and lied to me. I wonder what the hack job airbrush service charged ?
Bumper 1
Bumper 2
Bumper 3
Bumper 4
Bumper 5
Front of Car |
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| hammermdx |
| Excellent, it looks great! |
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| cp_ssrebba |
Even I feel the relief!
I think I know your pain and victory. I once had to write 15 page document to FCC about how stupid T-Mobile's roaming charge and the customer rep were. And I won! ^_^
I think those actions you took make them think twice when doing the same things to other people. You made our life bit easier.
Thank you and fight to the death!!! :) |
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| Nitro |
Makes feel even better that I didn't go with Arlington Acura.
My story |
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| Fireblade6 |
Arlington Acura is a piece of work aren't they? I'm sorry to hear that a couple of you had bad experiences.
I had my bumper redone once due to a garage shutting down on the bumper and it cost me like only $250.00
As for them not wanting a cashier's check from another is shady. Meaning, they probably have wholesale contracts with other banks. What this mean is that once they run your credit, they can elect to farm it out to many of the banks they do wholesale with. Honda finance, credit unions, retail banks..etc etc.
I also know for a fact that say...if you qualify for a 6 percent loan...their whole sale cost is say 4 percent. upon selling your sales contract to that bank, they get a 2 percent kickback from the bank. This may sound chump change but if you multiply that by 20 or so car a month they sale or EVEN MORE...that is a sh*t load of money..... |
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