Complaints

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• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new 2017 ***** *** with AWD and the tech package from Piazza Acura dealership on 27 August 2016. In early April of 2022, the front passenger seat belt of my *** stopped working. The dealer confirmed that it was not working and ordered a new seat belt on 12 April 2022. At that time a new seat belt was ordered, I was told it would take about a month at most. It is now past the one-year anniversary of this safety warranty problem being brought to the dealer’s attention, and the theoretical delivery date keeps getting pushed out. On 24 April 2023 I was told there is a new shipping date of 04 June 2023. Frankly, I don’t believe it and feel like I’m just being strung along. This *** is my only car, and I have had limited use of it to carry passengers for over a year due to the effective loss of the front passenger seat. Because this is a safety issue, my hands are further tied in that I cannot trade or sell my ***. I have been the only one dealing with the consequences, and I have had to do so for over a year. On April 24, 2023, I asked Piazza Acura to treat this like any other extended warranty repair situation and provide me with a comparable late-model *** loaner free of charge until such time as Piazza Acura and the ***** Corporation can provide me with and install a new, manufacturer-supplied front passenger seat belt. They refused.

  Business Response

  Date: 05/22/2023

  Th whom it may concern,
  
  I have been asked to respond to your inquiry because I am familiar with *************************** situation.
  
  I understand **.****** frustration. Unfortunately, I have no way to expedite the process of acquiring the right front seatbelt for her 2017 Acura ***. The part was ordered using the appropriate ordering method in order to obtain the part as soon as possible. It was ordered as a “critical backorder”, which is the most urgent method to order parts. When *** ***** e-mailed us, I contacted our Acura District Parts & Service Manager. He was only able to confirm the information. The part will be shipped to us from Acura (American ***** Motors) once it is available. As of today, the estimated ship date is June 4, 2023. Once the part arrives, we will expedite the scheduling of the repair and provide a loaner vehicle while the vehicle is being repaired.
  
  We have suggested that *** ***** does not allow anyone to sit in the right front seat of her *** while driving, until the part is replaced. Unfortunately, I am unable to accommodate her request for alternate transportation. We have a limited number in our fleet of Acura loaner vehicles. These vehicles are provided to our clients for warranty repairs and short term maintenance repairs. Most of our clients are in the loaner vehicles for no more than one day. The limited number of vehicles is the reason we are unable to offer a loaner vehicle for an extended period of time, while waiting for parts to arrive, in order to complete a repair.
  
  *** ***** may attempt to seek assistance from Acura Client Relations at ###-###-####.
  
  Kind regards,
  
  *************************