On July 14, 2014, I purchased an ACURA RL 2006 wit...

On July 14, 2014, I purchased an ACURA RL 2006 with 102,000 miles from Karen Radley Acura (KRA). I made this purchase with confidence because of their reputation, which was great for face value. From the moment of purchase it has been nothing but a consumer nightmare. I have had the car 1 year and 3 months, and out of that time my car has been at KRA service department for approximately 4 months total, for a number of repairs. There was a time that my car sat for 35 days untouched until I called and made a complaint. In fact I met Jose (who in my opinion always went the extra mile), the GM, who I told about my experience and ensured me customer satisfaction. After our conversation, I had a renewed confidence in the dealership until October 13, 2015.

On October 13, 2015, I went to pick up my vehicle after being serviced for a valve adjustment. Since every time I have taken my car to be serviced and received it back requiring more repairs, this time I decided to inspect my car. I popped the hood, and I was astonished at what I saw. I saw that all of the engine protective guards were not properly assembled, there was a wrench/extender piece about 15 inches long-resting on the engine, and safety clips to hold the protective shields together were not attached.

When I brought my concerns to Rick Robertson, the Service Director, I was flabbergasted at his response. As a paying and repeatable customer, I have never felt so disrespected. Mr. Robertson disregarded Acura s commitment to customer satisfaction and ensuring, Factory-trained and certified service technicians that know your car in and out. He never apologized for the indecent, he only addressed the finding of one of their tools as an unfortunate event, but never gave me an explanation. What I don t understand is what happened to ensuring quality. If I never took the time to ensure quality service was provided, by inspecting the car myself. I would have drove off and potentially could have been seriously injured.

I know when I dropped my car off, the engine shields were in its proper place and the safety clips were intact. When I told Mr. Robertson this, not only did he ridicule me and addressed me as if I was some low life scam artist, he also stated,

There is nothing we can do for you, you paid for the repair service so now you can go on with your day because the service you paid for has been completed. Unless you would like to pay us for safety clips and service. At some point at time you have to take ownership of your car.

If the service department was managed to the quality standard then something as simple as reassembly and tool collection, would simply be a part of a standard process. None of the less, how am I supposed to trust Acura (which is one of their biggest marketing differentiators- we recognize that one of our most important assets is our customers' trust ) with a major service repair, if they cannot ensure that reassembly is done correctly nor ensure me that true quality service has been delivered. Keep in mind the Acura service department called me and informed me that my car was ready for pick up, thus indicating all services have been delivered and completed in a quality Acura standard per corporate policy. If KRA have done this to me, think about the countless others who didn t take the time to inform the masses of their experience.

Regardless of having multiple issues with my car, I feel that all customers (prospective and current consumers) should walk into a respectable establishment and feel secured (defined as purchase in confidence), valued (defined as where I decide to invest my financial capital is important), and respected (defined as being treated in a professional and respectable manner). I am appalled, completely turned off, and most importantly disappointed because Acura has been my families go to automobile of choice. Though it may not matter to you guys that you have lost one loyal and repeatable consumer, but it matters to me where I invest my financial capital.