I'll just tell the story here. I had a burned-out tail light on my ZDX and Weir Canyon Acura was relatively close to where I was working at the time. I made an appointment at lunchtime to get it swapped out, easy-peasy. After a couple of hours I started checking in to see what was taking so long--they had every excuse in the book (we're extra busy today, we had a tech call out sick, we had some emergency repairs come in that took priority, etc.). Finally I told them I'd just take the car back and try again another day; more excuses (it should just be a few more minutes, the car is already in the maintenance area, etc.)
After a couple more hours, they told me they were giving me a loaner car because they were out of light bulbs and it would be unsafe for me to drive around with a brake light out. I was getting weird vibes by this point, and happened to see my car parked off to the side of the maintenance area. I walked out and discovered they had cracked the tail light assembly getting it out so had to order a new one and were trying to hide it from me. I told them no loaner--I'd keep driving the ZDX until the new tail light assembly came in.
I went back a few days later, had it replaced, and it wasn't until I got home that I looked at the receipt and they had labeled it as "customer reports tail light assembly is cracked; one-time customer goodwill gesture to replace part"--they even lied to Acura corporate! I fumed and wondered whether to contact the GM (decided not to, because a culture that lacks integrity usually comes from the top) or Acura corporate (decided not to, because I didn't think they'd do anything), and finally decided just never to go to them again and to tell this story whenever I could.
