Customer service?!?!

[RSO 34]

Sorry, but after being on the phone with Acura Customer Service for 40 minutes I just need to vent a little.

Under the extended warrantly provisions for a '96 emissions system, I need to get the repairs done now due to deteriorating cats. This is a $2500 item that Acura has agreed to do up to 150,000 miles.

My local dealer, Bedford Hills Acura, has advised me that they are refusing to work on NSXs because they do not employ anyone in the service department qualified to do maintenance on them. They referred me to Greenwich Acura.

Greenwich cannot do the car for 2 1/2 weeks and needs "several days" to do the work. That is understandable so I asked for a loaner and they said they will not give one to me. I have no service history with them and this is an extended warrantly repair so they do not feel the need to provide a loaner to me.

I called Acura in California and they were nice enough to call multiple area dealers but all refuse to give loaners without a service history. I explained that my service history is with the local dealer who now refuses to work on NSXs but that did not make a difference to any other dealer.

Fortunately, I have LarryB do all of my servicing except when it comes to warranty items when I am forced to go back to a dealer. The customer service rep at Acura was not concerned at all at the fact that they have dealers selling cars that cannot be maintained or repaired under warranty by those dealers.

They then suggested I rent a car while Greenwich had my NSX and submit the bills to Acura in California. I asked if they would guarantee that my rental fees would be paid and they said no. I then inquired as to why they would suggest that as an option and the rep said he was only throwing that out as a possibility.

I also asked if the warranty parts could be shipped to me for a private install and I would submit the bills for labor back to Acura. They said I could buy the parts from the dealer and submit the bills but, like with the rental car, they most likely would not reimburse me for any of the expenses for parts or labor.

After this lengthy conversation, we exchanged the usual pleasantries and customer service told me to "have a nice day." I am sure that they are listing this complaint as resolved with another satisfied customer.

[KGP]

I have one question: Would Bedford Hills Acura sell you a new NSX if you walked in the door to order one? If so, then that's wrong. If they refuse to service them, then they should not be able to profit from selling a new one. Heck, maybe they shouldn't even be able to sell a used one.

Sounds like your stuck with picking up the tab for a rental car.

[docjohn]

That is a fustrating exchange Bob .Who knows maybe someone of importance at acura will read this.Do you have any other outlets for rental reimbursement,like AAA or ? Oh well at least it is'nt your only vehicle!Tell Acura roadside assistance that the car "broke down at the dealer" and you need the loaner lol.

[RSO 34]

That was my point when I was on the phone with Acura in Torrance this morning. I was curious as to why they would let these dealerships sell the NSX without being able to provide the necessary service, especially warranty items.

I do have multiple cars but in order to go over to a different dealer outside of my local one I have to impose on someone else to pick me up or drive me back home to get another car. I would have the same problem when picking the NSX back up. Also, if at Bedford Hills I could take the train into work from there and I would not need to bother anyone else.

Fortunately, I just came back from another dealer in Scarsdale who agreed to hook it up to the computer while I waited to confirm LarryB's diagnosis of bad cats. They have ordered the parts and will do it all in one day rather than the "several" that Greenwich claimed it would take. I would not buy a car from this dealership but the service department, other than no loaner, was very accomodating to my schedule and can take the car as soon as the parts are in and get it back to me the same day.

[Acura NsX Pilot]

Originally posted by RSO 34
That was my point when I was on the phone with Acura in Torrance this morning. I was curious as to why they would let these dealerships sell the NSX without being able to provide the necessary service, especially warranty items.

I do have multiple cars but in order to go over to a different dealer outside of my local one I have to impose on someone else to pick me up or drive me back home to get another car. I would have the same problem when picking the NSX back up. Also, if at Bedford Hills I could take the train into work from there and I would not need to bother anyone else.

Fortunately, I just came back from another dealer in Scarsdale who agreed to hook it up to the computer while I waited to confirm LarryB's diagnosis of bad cats. They have ordered the parts and will do it all in one day rather than the "several" that Greenwich claimed it would take. I would not buy a car from this dealership but the service department, other than no loaner, was very accomodating to my schedule and can take the car as soon as the parts are in and get it back to me the same day.

The mentioned dealer is good for service and they did take very good care of my car there the one time I had it there for an oil change and inspection. But the horror stories of there sales dept are long as i have two of my own from there. By the way I have no service history with Davis acura but when I first brought my car there they not only provided a loaner car for two weeks but gave me a great price on a clutch job.

[SennaPerfected]

Originally posted by RSO 34
My local dealer, Bedford Hills Acura, has advised me that they are refusing to work on NSXs because they do not employ anyone in the service department qualified to do maintenance on them.

Hi Bob,

Very sorry to hear about your situation. I've been thru the same type of phone calls with Acura Customer Service, so I know where you're coming from.

Based on my, Joe L., and Keith M. past experiences at BHA, I don't believe they have ever employed anyone who was qualifed to work on NSXs. A few years ago (when there was one NSX event held there), they tried getting the word out about their involvement with the NSX by purchasing some used ones and having 1 or 2 new in the showroom. That never materialized to anything.

Originally posted by RSO 34
That was my point when I was on the phone with Acura in Torrance this morning. I was curious as to why they would let these dealerships sell the NSX without being able to provide the necessary service, especially warranty items.

Unlike a private sale, I agree that if Acura dealerships claim not to have the qualifications to service an NSX (BHA never had it IMO), then they shouldn't be selling them either.

Originally posted by RSO 34
I do have multiple cars

That's beside the point and they should provide a loaner car regardless.

Originally posted by RSO 34
Fortunately, I just came back from another dealer in Scarsdale who agreed to hook it up to the computer while I waited to confirm LarryB's diagnosis of bad cats. They have ordered the parts and will do it all in one day rather than the "several" that Greenwich claimed it would take. I would not buy a car from this dealership but the service department, other than no loaner, was very accomodating to my schedule and can take the car as soon as the parts are in and get it back to me the same day.

Please let me know once the parts arrive and will gladly assist.

With incidents like this, it's no wonder why Lexus is #1 with JD Power and Associates.

[NSXLNT]

Greenwich is still claiming in TV ads to be the #1 NSX dealer. My own opinion is that it is a blessing in disguise that you are not having work done at either location mentioned. ymmv

[clembeauch]

HI Bob

I to am sorry to hear of your plite with an (UP SCALE) type dealership ACURA. When I worked for ENFIELD HONDA - I prided
myself by excellent customer satisfaction.. It just goes to show
not all service departments are the same.. I would have gotten
my butt chewed if I let a $2500 repair walk away. To anyother
ser.depmt. but ours.. In fact Iwas autherized to do what I needed to do - (LOANER CAR) IF nec. to keep the job at our shop
I would Have been embarraced to tell a cust. I didnt have anyone
qualified to change a CAT.CONVERTER? or two - its basic work
nut,bolts & gaskets.. NOT ROCKET SIENCE
After all the dealer get paid - Its like money in the bank.. only thing is some times the repair times come up alittle short on flat
rate labor.. However the dealership would have still done VERY
well on the repair..

Regards; Clem