| Lietuviai |
Today I experienced a nightmare no one should. I was to pick up our MDX after some warranty work. I was told our car would be brought up shortly. So I waited in the waiting area. 5 minutes go by then another 5 and so on. I asked the service writer what was the hold up and he said he would look into it. I could see him running around frantically only to learn that our car was picked up by another "client". That "client" turned out to be a local car auctioneer. It just happened they were also picking up an identical colored MDX. They by "accident" took ours. After numerous calls by the dealership to the auto auctioneer, the car was located. This was after nearly an hour of waiting. I could no longer wait so the dealer agreed to deliver our MDX to us once they got their hands on it.
I discovered this happened because the dealership's car jockeys just leave the cars running for the customer and it appears the jockeys don't verify who gets in the vehicle and drives off. I complained to the management about this practice and they claimed something like this that happened to me never happened before.
After voicing my frustration and concern, all the management could do was apologize and they then asked what I would want from them in return.
I don't know what I should expect from them but I don't want to let them off easily either. I've basically lost my trust in them because of this terrible ordeal.
What should I reasonably ask for?
By the way when the car was finally delivered to us a few hours later, there was some light scuff damage on the rear bumper so there's "injury in addition to the insult". The dealership is agreeing to repair this without any discussion. |
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| dj-mdx2 |
| You can display uncommon grace in adversity by merely asking that they develop and show you a written in-house policy to ask for ID or at least verify a customer's identity prior to handing vehicles off. That is as long as they repair the bumper. |
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| G. COLTON |
I can understand your frustration.
However I do not think that I would let this incident get too serious with me. Just think of how many times you will be able to tell about this to your friends and strangers.
The practice that you describe is common at all type of places where you have your vehicle serviced.
G |
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| Lietuviai |
My wife was quite furious about this incident as it is her car. She compared what happened as if someone stole the car. It was quite bad on the nerves. I still feel they owe us for horrible experience. We don't trust them anymore. Unfortunately they're the only Acura dealer in the area. We are stuck with them for any warranty work that will come up in the future and that is for many more years.
I don't feel being able to talk about this with friends and strangers as any fun. It would just reopen the wound. We really feel as if we've been violated here. Our Acura is our family vehicle something personal to us.
I really think they owe us and I don't want to let them off easy. |
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| ayanomich |
| Since they are offering, why not ask for free oil changes during the warranty period? To relieve the pain and suffering they caused. |
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| Lietuviai |
| That sounds like a good idea but I have been doing my own oil changes. It's really easy and would take less time than it would take for me to just drive it to the dealership. I was thinking more of getting all scheduled service for free during the warranty period. |
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| ayanomich |
| Sounds like a winner, can't hurt to ask...good luck! |
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| Lietuviai |
| It'll be that or I'll post the dealer's specifics on the internet for everyone to know who this negligent dealership is. |
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| ROTORRAY |
| You want an extended warranty to 100K miles and NOTHING LESS. You have absolutely no idea who drove your car or how they drove. It was going to auction and they could care less. You do your own oil changes for the same reason I do...I don't trust them to do it correctly because each and every time they have done warranty work on my MDX (the only time they get to "play" with it) they have damaged something. Mistakes happen but they did not provide any security for your vehicle. ANYONE could have taken it. Go for the warranty! You don't need their "service." |
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| Lietuviai |
Rotorray, I think your advice is the best so far. I'm glad I've waited. I'll call the general manager tomorrow with this demand. I'm going to make sure they put it in writing:readit:
Thanks a lot! |
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| ROTORRAY |
| ...let us know what they do for you. The warranty is the least they owe you!! |
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| Lietuviai |
| You bet. If not, everyone will know.;) |
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| NOXtheMDX |
| ...that Acura needs to know about this, not just the dealer. If you're gonna make the demand for an extended warranty, and the dealer says no, you should call Acura and tell them what happened. I've read a lot of posts where the dealer was reluctant, and Acura made it happen. |
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| dj5 |
Doesn't seem like that big of deal to me. They got your car back and dropped it off at your house. I don't think you should expect more than a couple of free oil changes or a complete detail job.
Expecting a full Extended Warrantly is asking for a little much, but I guess it doesn't hurt to ask. |
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| Lietuviai |
| Thought I would give you all an update. I did manage to get an extended warranty from the dealer. I now have a 7 year/100K mile warranty. The GM at the dealership really did a good job to make sure I was happy. |
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| midnightMDX |
| Thats a great deal. Glad the dealership hooked you up. :cool: It just happened to be a odd incident. |
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| BrianV |
I'm glad you got what you wanted, but I'm with the camp who would've just let it slide. I would've asked that they fill the gas tank up (and fix the bumper), but I'm sure they're all telling stories about how some guy totally had a meltdown over something trivial.
Crap like this happens all the time, they brought it back. I think the worse thing in all of this was you having to wait an hour.
Anyways, glad it worked out, but as far as the driving it crazy, my guess is the service techs drive these cars worse than an auctioneer. I cringe anytime I valet, anytime I get my car serviced, etc. |
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| NOXtheMDX |
quote:
Originally posted by BrianV
I'm glad you got what you wanted, but I'm with the camp who would've just let it slide.
...
Crap like this happens all the time, they brought it back. I think the worse thing in all of this was you having to wait an hour.
I think I'd just about cr@p my pants if my truck disappeared. I guess it's a matter of perspective, but if you ask me, losing a vehicle is kindof a major issue and grossly irresponsible.
I used to work as a valet, and I can assure you that 1) whenever a car was lost for a brief ten minutes, clients suffered busted blood vessels, and comps were thrown around like beads at Mardi Gras; and 2) we were only tough on the really crappy cars, and that was merely out of resentment. So just don't take any '96 Ford Tauruses, I'd suggest.
Good on you, Lievuvalaytaieugoogoly, for securing a good deal. |
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| Lietuviai |
I too disagree with BrianV. I'm not a turn the other cheek sort of person. Basically the car was out of their possession which is what I found totally unacceptable.
I was ready to contact an attorney but found the advice here more affordable.;) |
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| BrianV |
quote:
Originally posted by Lietuviai
I too disagree with BrianV. I'm not a turn the other cheek sort of person. Basically the car was out of their possession which is what I found totally unacceptable.
I was ready to contact an attorney but found the advice here more affordable.;)
To each their own. There was a time in my life where I would've wanted someone fired and would've made a scene. As of the last year, I'm making a concerted effort to not make bad situations worse by stressing out or thinking I deserve to be treated special.
I used to have a personality where if things didn't go my way, I'd be hot about it for a long time.
I'm glad things worked out, definitely a standup dealer for helping you out. Unfortunately, I had a recent experience where I purchased a new car with some bumper damage that was to be repaired to "like new". Unfortunately, it was the only manual transmission version of the car in the country so I decided to go with it. Of course they did a horrible job repairing it (which I had in writing), but they stopped returning my calls when I complained and well, I said F--- it, it's a lease. It's just not worth the inconvenience; I won't work with that dealer again.
I'm of the philosophy that cooler heads prevail. I've also learned that you get a lot further in negotiations by not yelling and being sympathetic to both sides. It sounds like you were able to reach that with the dealer so congrats to both sides for working out a mutual situation. |
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| Lietuviai |
| Oh I kept a cool head. I didn't yell at anyone. I actually stayed very composed through out the ordeal. I may have appeared quite agitated but never once did I raise my voice or treat anyone disrespectfully. |
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| midnightMDX |
| Everyone will have a different opinion about reaction. Mistakes happen. Who knows what could of happened within that hour. The guy could of babied it, or he could of drove it like he stole it. |
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| BrianV |
quote:
Originally posted by midnightMDX
Everyone will have a different opinion about reaction. Mistakes happen. Who knows what could of happened within that hour. The guy could of babied it, or he could of drove it like he stole it.
The techs who worked on it could've drove it like they stole it too. Remember that story about some lady in San Antonio who bought a Mustang Cobra and caught the techs drag racing it later that same day.
She was able (through a lawyer) to get a replacement vehicle at the dealers expense. It was a pretty exciting story.
Anyways, the OP kept a cool head. When reading his story, I pictured a guy with steam coming out of his ears yelling at people. Cool headedness always gets you further. |
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