This review is based on my recent experience with the Acura dealership
located in Laurel Maryland at 3506 Fort Meade Road Laurel, MD 20724.
I have a 2013 Acura TL Special Edition. My Vehicle is curre...ntly still under warranty, and I also purchased an extended warranty through my credit union. I recently filled up my tank at an Exxon gas station (appx 2 weeks or so ago) and immediately my "Check Emission Systems" light came on. I contacted Acura to schedule an appointment for this past Saturday to have my vehicle serviced.
This is when the person scheduled me at the location in Laurel where they advised they are usually busy during the morning, but were not and it was ok to bring in my vehicle. As advised, I arrived 30 minutes later (12:30pm) with my vehicle. When I walked in and advised them of my appointment they told me they didn't have an appointment scheduled for me and proceeded to tell me that they may not be able to assist me. Then after speaking to Ellen Tardiff, the representative had me move my vehicle into the service station. I was then issued a loaner vehicle, and advised my vehicle may or may not be ready same day. I later received a call from Ellen advising that they weren't able to get around to my vehicle Saturday, but will follow up with me on Monday. Speaking to her on Monday she advised the problem had been resolved and I can pick up my vehicle. She also proceeded to provide several recommendations from the technicians/mechanics.
I arrived to pickup my vehicle shortly after 6:00pm Monday evening, for which I returned the vehicle on Full (which contradicts what they advise regarding the vehicle I was loaned. The tank was on 3/4 not Full) to pick up my vehicle which was poorly washed, had grass and debris on it from recent lawn care on the property, gas tank not where I left it, and no one available to take it back through the car wash.
It is now only been 2 days since picking up my vehicle from receiving service, and the "Check Emissions System" light has come back on. I contacted Acura to speak to Ellen, but was advised she was not on site today. I asked several questions to the technician who took my call to include why it wasnt resolved, why a full diagnostics was not performed, why was my vehicle left in the condition that it was, why did they use the time they had my vehicle to check other things that werent related to the error code or issue I specifically stated I was bringing my vehicle to have serviced, and why do I have to not wait to have it resolved. He had absolutely no response fo rme and stated he didnt know. I asked him to find out and to callback when he was able to obtain the necessary information. I advised if he did not know or was unable to find out, to have his supervisor contact me with the answers. I received a call from a Mr. Fred Lee I believe his name was, who identified himself as the District Manager. I am a customer, I have a right to be frustrated. I asked him several questions for which he attempted to talk around and over me when he started responding. Disregarding my questions and saying what he wanted to defend his store location. I am not interested in wasting my time listening to apologies or reputation testimonial so I asked him if he could simply answer my questions that I asked and also requested that Mr. Pablo have him call to answer. He proceeded to get rude with me and very direct. Extremely disrespectful, for which I then asked his name so that I can contact corporate. Unfortunately I am still at work and was unable to call right away, so I decided to send an email to Corporate. I spoke with Corporate who were very disappointed to hear of my experience, but also included that this was not the first time they have been contacted regarding the level of professionalism from Mr. Fred Lee. I decided to contact this dealership back, and asked to speak to the manager of Mr. Fred Lee. Initially the representative was more than happy to provide me with the information, until she learned I was filing a complaint on Fred Lee. Once she received this information, she then passed it on to Fred Lee who got on the line and refused me the information I requested or the opportunity to speak to him. He then also advised that he has advised them not to service my vehicle or resolve the issue as they were suppose to. He even has passed on information to his boss, as if I were the one in the wrong in attempts to block my complaint. I will be filing additional complaints with my Attorney, BBB, and Yelp...to name a few.
I work Monday-Friday 8:00 am - 4;30 pm downtown Washington DC. This has greatly inconvenience me. Bringing my vehicle to Laurel during either time of day (before or after) will place me in over an hours worth of traffic if not more. No compensation or any type of apology has been issued, and thats not ok for me. I spoke to Danny Sauro, Mr Lee boss, very briefly. I only was able to introduce myself before I lost service in a bad signal area. I immediately called back, for which I was advised he was no longer available at the time to take my call, even though our call had just gotten disconnected. I left my contact information and requested that He give me a call by COB because the matter is urgent and needs his attention. This to only callback a few hours later to learn that he was gone for the day, and will not return until Monday.
I need to speak with Danny Sauro as soon as possible, so if this message can reach him without being intercepted by Mr. Lee, that would be great.
(This is my second review, the first one was removed by Tischer Acura) See More