Michael W

Review of Fountain Auto Mall, ACURA-BUIC...

I recently took in my Acura for service. The servi...

I recently took in my Acura for service. The service they requested be done had been done at a prior Acura dealership. I didn't know this at the time since I am not the primary driver or dropped it off for its previous services. I was running late and my ride was waiting on me. I quickly signed the estimate paperwork and left. I called the previous dealership and they stated they had done the previous suggested work done at that mileage. I called back and received a voicemail. When I called back again I was told that the work done previously was already finished. Had I been able to speak with someone at the time I called back, it could have been avoided. The assistant service manager apologized and offered some discounts which did not amount to much to cover the cost of the work. The other part of this is that the dollar amount given by the Fountain Automall dealership for that particular mileage suggested work was more than triple the work done at our previous dealership out of state. When my wife called back our previous dealership they were flabbergasted at the price.
A week or so later I get a call to see if I'm completely satisfied with the work. I let them know part of what I'm telling you now. Their response was, hmm, we're sorry to hear that, ok. bye.
Ok, bye? Seriously? You are going to do absolutely nothing to follow up and make any of this right?
Listen, we're all human, and we make mistakes. I don't expect people or companies to be perfect. Your character is tested when mistakes happen and proven by your actions to counter those mistakes. Was the dealership well within their right to do the work and charge me the agreed price that I signed? I have to admit, yes. I have to wonder though, when they give you a card and say if you have questions or concerns to call back, and I do, and your response is lacking, why give the card. It makes me wonder, was the person assisting me really that busy or did he listen to my voicemail, hurry that work up, and then let me know it was too late. I'm unsure why Acura doesn't have a central database across dealerships for service to prevent this in the first place.
Unless something else happens, Fountain Automall will not see me as a customer again and they've cemented me against going to any dealership for service again.