2024 Acura RDX, horrible service from Acura

[KJSmith]

As a heads up, let it be known that Honda/Acura will not help you when you have an issue with a dealer.

Long story as short as I can.
Took my wife's car in for its first service, Acura covers maintenance for the first 2 years.
About 2 days later I check the oil...apx 120miles.

I called Acura and explained the situation.
I told them I did not want to go back to a Dealer that rips people off. (to be fair, probably one lazy employee).

Acura said there was nothing they could do.
I had called another dealer. They said since the service showed complete in the system they could not help.

The Acura Rep was not very knowledgeable.
She said Acura had nothing to do with the 2 yr maintenance.
I asked for someone else.
She said there was no point in talking to another person who would give me the same answer.
Eventually agreed to pass it along.
I was told either work it out with the dealer or pay someone else to do it.

I called the Dealer back, spoke with the Service Director......he said that looked normal to him!!!!
Look at the oil on the dipstick.

He said the only way to tell was to look at the filter. ( makes me think this has come up before)

All he could say was "that is unacceptable".
He agreed to pay for an oil change anywhere I wanted to go.

I agreed to let them do it if I could watch.
Got the deal done.

They rotated the tires...didn't check the air pressure.

Acura finally called me back today. I did not tell them I had resolved the issue; I wanted to see if I was treated differently than the first time.
He admitted that they do administer the 2yr maintenance program... the original girl was wrong as I thought,

However, they still say there is nothing they could do.
Once a Dealer charges them for the service, it can't be undone.
I pointed out that was the reason I called; the dealer did not perform the service, and they should not pay.

No go, no help, nothing they could do, no one else I could speak with.

Is that the way a luxury car company should treat a customer??
Is that the way any car company should treat a customer?
I think not.

Yes, this thread is just me venting.
Understand that a Dealer purchases cars from Acura.
Acura does not care about the individual.

 

[Dave Hess]

Hmm. This is why I do my own oil changes and not rely on idiots.

That’s terrible customer service.

 

[joekingcorvette]

I would have to believe it's an employee issue rather than the entire Acura dealership. Maybe a brand new employee that didn't know he/she was supposed to change the oil and filter. Either way it's unacceptable. At least they made it right with you.

 

[Smoky14]

Had a similar experience with Acura with engine noise. After many frustrating calls I wrote a letter. on paper, to the VP of Acura and behold a tech rep from Acura came to my house, test drove my car, took to dealership for a borescope, and replaced the engine which took four months because of supply problems with engine. I was supplied with a new Acura to drive for the period of time.
YMMV
Smoky

 

[KrisZ]

If you cannot DIY, find a good indy shop or even better, one that specializes in Hondas or Japanese brands.
In the long run, you will get a much better and honest service and you will support a small local business instead of a faceless corporation.

 

[PF52]

He said the only way to tell was to look at the filter. ( makes me think this has come up before)


View attachment 247679

That IS unacceptable. Whoever was at fault, forgot to clean off the old filter with Windex (I'm referring to an old thread here where a forum member who used to work at Jiffy Lube said they were instructed to just clean off the old filters with Windex, if it was already the same brand they were using).

 

[fantastic]

Unfortunately, the remedy or solution is often the point of the original service location. Just to be clear about your picture of the oil filter, that was the original filter they didn't replace?

 

[blueglide88]

It's a good thing you checked your oil. There are so many rip-offs nowadays to the unwary consumer.

 

[KJSmith]

Unfortunately, the remedy or solution is often the point of the original service location. Just to be clear about your picture of the oil filter, that was the original filter they didn't replace?

Correct.
That is the original factory filter....after the "oil change".

 

[KJSmith]

If you cannot DIY, find a good indy shop or even better, one that specializes in Hondas or Japanese brands.
In the long run, you will get a much better and honest service and you will support a small local business instead of a faceless corporation.

I usually do it myself.

It's the wife's car and I defer to her on who does it.
In this case, she gets the first 2 years of maintenance free.
Just trying to get what we paid for,

I mean, it's just an oil change.... how they going to screw that up???!!!

 

[KJSmith]

I would have to believe it's an employee issue rather than the entire Acura dealership.

My understanding it is now ex employee..... as it should be.

Someone should be responsible for checking to see if the work was completed.
That falls on the shop foreman.

The Service Director turned out to be an OK guy.
I have his personal cell number now.
He said call him anytime.


My gripe is really about the lack of support from Acura.

 

[CKN]

As a heads up, let it be known that Honda/Acura will not help you when you have an issue with a dealer.

Long story as short as I can.
Took my wife's car in for its first service, Acura covers maintenance for the first 2 years.
About 2 days later I check the oil...apx 120miles.

View attachment 247676

I called Acura and explained the situation.
I told them I did not want to go back to a Dealer that rips people off. (to be fair, probably one lazy employee).

Acura said there was nothing they could do.
I had called another dealer. They said since the service showed complete in the system they could not help.

The Acura Rep was not very knowledgeable.
She said Acura had nothing to do with the 2 yr maintenance.
I asked for someone else.
She said there was no point in talking to another person who would give me the same answer.
Eventually agreed to pass it along.
I was told either work it out with the dealer or pay someone else to do it.

I called the Dealer back, spoke with the Service Director......he said that looked normal to him!!!!
Look at the oil on the dipstick.

He said the only way to tell was to look at the filter. ( makes me think this has come up before)


View attachment 247679

All he could say was "that is unacceptable".
He agreed to pay for an oil change anywhere I wanted to go.

I agreed to let them do it if I could watch.
Got the deal done.

View attachment 247680

They rotated the tires...didn't check the air pressure.

Acura finally called me back today. I did not tell them I had resolved the issue; I wanted to see if I was treated differently than the first time.
He admitted that they do administer the 2yr maintenance program... the original girl was wrong as I thought,

However, they still say there is nothing they could do.
Once a Dealer charges them for the service, it can't be undone.
I pointed out that was the reason I called; the dealer did not perform the service, and they should not pay.

No go, no help, nothing they could do, no one else I could speak with.

Is that the way a luxury car company should treat a customer??
Is that the way any car company should treat a customer?
I think not.

Yes, this thread is just me venting.
Understand that a Dealer purchases cars from Acura.
Acura does not care about the individual.

That oil isn't dirty.....

 

[KrisZ]

I usually do it myself.

It's the wife's car and I defer to her on who does it.
In this case, she gets the first 2 years of maintenance free.
Just trying to get what we paid for,

I mean, it's just an oil change.... how they going to screw that up???!!!

Fair point. You paid for something and you expect it to be done and done correctly. It’s a very reasonable expectation.

The question is, is it really worth your time double checking everything and constant second guessing dealers work? What if they actually screw something up, like forget to put the oil back in, or double gasket the oil filter?

 

[wavinwayne]

My understanding it is now ex employee..... as it should be..

Was probably a low paid oil change tech who couldn't care less. People suck.

 

[fantastic]

That oil isn't dirty.....

Doesn't matter, He paid for the included maintenance program that the service dealership didn't complete, on top of ignoring the filter.

 

[KJSmith]

Doesn't matter, He paid for the included maintenance program that the service dealership didn't complete, on top of ignoring the filter.

I think he is joking.

Either way, makes no difference.
Her OLM indicated the oil needed to be changed.
Acura refers to it as an A1 service.
Car has been in service 11 months.
The oil is so clean now you cannot see it on the dipstick.

You are allowed 6 services in the 2 yr plan.
She may get 2.

 

[KJSmith]

The question is, is it really worth your time double checking everything and constant second guessing dealers work?

It's not worth my time to drive to the dealer.
It was worth even less once I put it on the ramps and took a picture of the oil filter.... I was 15 minutes from having done it at that point.

The first trip wasn't bad. I followed her over and took her to an old style meat market BBQ place in a small town I used to frequent.
Made that trip worthwhile.

 

[ARCOgraphite]

My oil looks like that 100 mi after an OC. I though honda/acura suggest changing the filter every OTHER oci. Whats the OM state? Were there part# on the R.O? Is not the OE filter a black Roki on J vin cars? (and yes, I see the filter shows no evidence of being changed)

I would not expect corporate/ customer care to help you with a basic dealer service issue - I take up these issues with the Service manager. then escalate to Owner if necessary. I never had to escalate

 

[2heeldrive]

Ah yes, the old "tell 'em it fixed". Been happening since day one. The service advisor is probably in on it too. Over the years, I have seen many repairs and maintenance not done but still billed, by reputable shops too. I think the temptation is just too great. Most folks have no idea how to check to see if the work was done.

My car has a cartridge oil filter and no dipstick, so its really hard to tell if service was done. I put a mark on the filter housing so I can see if it has been moved.

Trust, but verify.

Is there another Acura dealer you can use?

 

[KJSmith]

Trust, but verify.

Is there another Acura dealer you can use?

You get what you inspect, not what you expect.

This dealer was a little further....
We thought we would give them a try.
Far less crowded and easier to get to.

If we decide to go to a dealer again....we will go back to our old dealer.