Detailed Review of Acura of Pleasanton by MDX1958

This is a detailed review of Acura of Pleasanton in Pleasanton CA written by MDX1958. To read all reviews of Acura of Pleasanton please visit their main page.

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Disappointing Service Support

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November 4, 2008, 7:38 pm

MDX1958

Car Dealer Check Member

Join Date: Nov 2008

Reviews: 1
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Disappointing Service Support

Why was your vehicle being serviced?

Repair

Were you given an accurate wait time?

Would You Recommend this Dealership?

Year of your vehicle

2001

Make of your vehicle

MDX

Name of Your Service Technician?

Unknown

Review Ratings Score
Problem Fixed	1		Greeting	5
Honesty	3		Time	0
Questions	2		Promises	0
Treated	1
Overall Score		1.71

Calling in to get an appointment did not go smoothly. Called hourly from 8AM until 10 AM left two voicemails since there was not a live person available to take the call.

Finally called a service rep I knew from a previous service call, and was given a time that same day. Dropping the car off was smooth, they pointed out that my headlights needed buffing which a service I didn't know existed. The original reason for the visit was a Check Engine Light. This all took place at 6PM on a Thursday.

No word on the car at 4:45PM the following day so I called in. Everyone busy, but a live person said someone would call me back (original service rep was on holiday). Long story short, when the back up rep finally connected with me, it was obvious the car had not been touched. Called back in an hour said I had a leak in my tank fill funnel, car should be OK to drive, no discussion on price to make it right, she agreed to waive the diagnostic fee. I asked to have the headlights buffed out, said no problem, it would be done on Saturday.

At 1:45 PM on Saturday, no word on when it would be ready, I called in. A receptionist said someone would call me back. No one called back, I called in again, got the same receptionist who apologized, put me on hold, and eventually came back and said it was ready.

Came by to pick the car up, it's pouring down rain. Paid the cashier, while the service rep said she would have it brought around. Waited 20 minutes outside, no car. Hunted down the General Manager who was out, expressed my concern to the assistant mgr who gave me the GM's card and the service rep's card. Waited another 10 minutes, and then loudly demanded my keys.

Keys were given to me, went out in the rain, found my card and left.

Sent an email to the GM outlining my concern around seeing the Acura brand so maltreated. Sent it return receipt, know he got it, zero response.

So long as you are willing to do your own legwork and push the car through their system, the actual mechanical work might be OK. I expected something better from an Acura facility which these folks were unable to provide.

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