In the early part of March, my wife brought in her MDX to get an oil change and to find out why her oxygen sensor light stayed on. She dealt with *** *** (Service Advisor). When my wife picked up the MDX, *** gave her a bill of over $5,000 worth of items that had to be fixed with the MDX. I found that very weird given we brought in our MDX before and never had these many issues. Based on the amount of issues they had, I thought I had GM vehicle. We usually bring the MDX in and deal with ***** which provides amazing service and seems to be much more honest than ***. *** never returns phones or emails on a regular basis. On March 12, 2015, I phoned *** to discuss the $5,000 worth of items he was telling my wife to fix and never heard a response. I emailed him on March 13, 2015 and finally got a response. On March 14th, I emailed back again to get further clarification of items he was mentioning to get fix and didn't here back from him until March 17th after I followed up with him. Acura sent out a survey about our experience and we filled it out. On March 25, 2015, we received a message from ******* ******* (Assistant Manager) apologizing for *** not being responsive. I emailed ******* the same day that ***'s excuse of not receiving my phone calls is not believable given my wife and I tried to call him and email him several times. She never responded to my email. On March 28, I wrote the following email to ****** which I never received a response back from her:
Subsequent to my email below, it seems as thought we are still experiencing issues with your service department. On March 26th, my wife brought in the MDX to get the timing belt, brakes, and oxygen sensor replaced based on agreed upon recommendations from ***. I had been in discussions with Pat over email and he mentioned if we got all the work done we would receive a discount. I went through the estimate in detail and agreed with packaging certain work together. When my wife got there, they handed her the estimate to authorize, which didn't include the discount. My wife reviewed it over and noticed it it was missing, showed the Advisor the email communication between *** and myself and questioned why it wasn't included in the estimate. I would like to know why this wasn't noted on the estimate when *** and I had already discussed this over email. I find that every time your advisors deal with my wife they try to take advantage of her.
When my wife went to pick up the vehicle on Friday, March 27th, she requested to view the signed estimate, in order to compare it to the detailed invoice she was handed with. This advisor said he couldn't find a copy and she requested to have it emailed to her. She hasn't received anything yet. I would like to know why he couldn't find the copy? How is that possible? It's reasonable for me to assume that SilverHill would have procedures/policies in place to ensure these client signed estimates are not lost. Please ensure I receive this signed copy.
In addition, I reviewed over the invoice that was provided and noted the following items which were not included in the estimate:
- Oil filter replaced - I just had a oil change done on this vehicle 2 weeks ago so I don't know why I would be getting charged for a change in filter. This also wasn't in the estimate. I find this unacceptable.
- Acura engine oil - Same comment as above.
- Washer Drain - This item wasn't in the estimate copy.
- Bolt Flange - This item wasn't in the estimate copy.
Also, could you please provide me with the service manager's contact info (email/phone)?
******* did not answer one of the questions that I had sent to her. Rather, she forwarded the email to ***. On March 31, 2015, I tried to contact *** and could not get hold of him once again to discuss why I was getting charged for parts and an oil change that I already did. I finally got hold of *** and he mentioned he would refund the difference back. I find that it is amazing how Acura dealership tried to take advantage of my wife my charging items that weren't relevant. That is what I would call almost criminal activity and which is why people don't trust dealerships. I asked *** and ******* for the email/phone of their manager and never got a response. When I finally got a response from ***, he gave me ******* email. I find that very shady as both of these individuals never respond. *** realized that I wasn't going to stop until he gave me the manager contact information and this is what he wrote:
I have forwarded your request to the Fixed Operations Manager **** ******* yesterday he is currently reviewing your file and will get back to you.
To this day, I have not been contacted by ****. Who even knows if he was reviewing any file?
Overall, this dealership says it believes in customer service. It seems that is a complete ***. I don't know if the management has changed here because the quality of service is horrible. They try to send out surveys to say that they believe in good service but truly they don't. They take advantage of woman and try to hide fees in the bill. In addition, when you ask for signed estimates they say they can't find them. When you try to contact them they never respond.
I am very surprised given we dealt with ***** in the past and had no issues.
I want to know how they can say they value customer service? I want my questions that were emailed above answered. I want to know why they think they can take advantage of woman? I want to know how to can you charge for an oil change that was done a week before? I want to know why doesn't individuals in manager roles don't respond?
Contact Name and Title: **** ******* Fixed Op Mgr
Contact Phone: (XXX) XXX-XXXX
Contact Email: *************************
May 12, 2015
BBB Southern Alberta and East Kootenay
X XXXX X ****** **
******** ** *** ***
RE: Case # XXXXXXX
Silverhill Acura received the above referenced complaint and appreciates the opportunity to respond.
We sincerely extend our apologies to you for your experience on this occasion while servicing your vehicle at Silverhill Acura. We have reviewed all documentation pertaining to your complaint and we feel that there was unintentional miscommunication within our Service Department that resulted in the experience that you have shared.
At no time was there intent to alter the quotation from your initial service. It is imperative that any interaction with a client is properly documented by our service staff and this detail must be acquired when a client returns for past service recommendations. This oversight caused the additional oil change parts and flange bolt to be added to your invoice. This error was validated and a refund provided to you. At no time was this mistake intentional or in disagreement.
We sincerely apologize for any delay in communication between you and our Service Team. We value your time and do recognize the importance of prompt replies to any customer correspondence. Please know that we will review our current communication practices to ensure that your experience is not repeated.
We value your patronage and do thank you for giving us the opportunity to respond to your complaint. At any time, if you have any further questions or concerns, please do not hesitate to contact me at (XXX) XXX-XXXX or *************************.
Fixed Operations Manager