I work in customer service and even when we are busy we make time to let the person on hold know what the estimated wait time is or request a call back #. I hope no one else wastes their day planning to go to acura but ends up on hold.. I will go somewhere else for my services now.
Many other Yelp reviews are also in sharp contrast to the Surecritic reviews, which are obviously filtered. I've also responded objectively to the Acura corporate survey.
Hi Angel, thank you for the feedback. We do take all customer complaints and feedback into consideration in order to better serve you. Currently we are in the process of implementing a new plan that structures our service team to get to each customer quicker, even when we are at our busiest. We've also begun hiring more employees in our parts and service department in order to better assist each customer in a timely manner during the service process. I apologize for the inconvience as you and your business are very important to us here at South Coast Acura. The next time you come in I hope you will find our new process to be an improvement in comparison to your previous experience. Drive Safe!
Your recalls were completed with 100% accuracy and you were provided a loaner car at no charge to you. With the recalls, we loan cars out as soon as they get in sometimes not even washing them which means we dont go through the insides of them to see if the previous renter left anything in them. The fact that you left items behind and then had us make multiple calls to the then current renter which then inconvenienced them, should not affect how we serviced your vehicle. I do feel bad that you left something behind and the next person tossed it out during their use of the vehicle, but that should not reflect on our service rating.
Mr. Raymond Huang
According to the engine oil application guide published by "© 2012 American Honda Motor Co., Inc. – All Rights Reserved" the 3.5 2007 Acura TL which is the Type-S requires 5w-20 conventional engine oil. The only vehicle that requires a full synthetic engine oil by design is the 2007-2012 Acura RDX. Not even the NSX was designed to required a full synthetic engine oil. Since the introduction of the 2011 TSX both 4 and 6 cylinder Acura has designed its vehicles with a minimum requirement of 0w20 synthetic blended oil. Thank you for your inquiry I hope this helps your understanding of what oil your vehicle requires and that we at South Coast Acura would not offer you the incorrect engine oil for your vehicle. Please see your email for a copy of the Acura engine oil application guide for your reference.
Please E-mail the details of your service: Repair order number(located on the top right corner of your invoice) or the name on the repair order since I do not see your name in my system. I would like to see the details of the inspection performed on the vehicle and follow disciplinary action on those who may not have documented your repairs or recommendations properly. We are not a dishonest facility by any means.
I apologize for your experience.
I needed an oil change and waited >30 min to get my car dropped off (which is more time than other place to finish the oil change).
I apologize for the inconvinience of the wait time to see an advisor. As far as the service, your vehicle was do for an A1 service which is a little more that just an oil change, is what was discussed in detail, and you happily agreed to the time to complete as well as the cost for the service. The vehicle was ready when promised and at the agreed upon service cost. If there is something else that you would like to discuss or I am inacurate with my memory of the transaction, please feel free to contact me via email.
Thank you for your feedback. It has been brought to my attention that one of our staff was not up to par and action has been taken. I hope that you find a slight bit of forgiveness for our lack of service that you and all our clients deserve, and return to visit us soon.
Mr Harvey Doan,
I am sure you understand that all vehicles have many moving mechanical parts and thus do not have an infinite life expectancy. While I do see it as odd that you have issues with the vehicle shortly after service as far as the oil leak detected most recently. I would kindly offer a no charge diagnoses to determine the source of failure for your most recent issue and would also invite you to witness the process if you so wish to do so. Although you have scanned the pcm for a trouble code there are a few steps to determine the actual source of failure.
Please contact me or my office to set up an appointment.
Thank you,Paul Mendoza
I apologize for the car wash issues you have had with our department. That normally doesn't happen unless our client is in a hurry and declines the wash. Please let me know when you are available so that we can get your car all cleaned up for you.
The last thing we need is a not so clean Acura on the road.
So please contact me so that we can make it right!
Thank you for your feedback.Paul Mendoza
I took the car back, and the diagnosis was rear back oil seal leaked. I had asked to have my gear compression checked, regular oil change, and others before this leak; however, having discovered this leak the next day was too much of a coincidence to consider. I checked & didn't see road check activity after that major service as i had noticed with other previous services. In addition, i didn't have the work order sent to me after taking the car back for almost a week and being explicitly requested.
I've been driven for over 2 weeks now without issue after the last service to fix the leak. The engine is running with high pitched sound that is different from before, and I have been tracking to see for any bad effect yet. For now, i don't feel like to recommend this business to others until no other "coincidence" discovered.
The unfortunate situation of parts being on back order not only affects our store, but all dealerships across multiple brands in the country. To say your recall was ignored I believe is far from a true statement. In discussing the situation with the advisor, we reassigned a part from another order that had not returned our calls to have the update completed and thus are now waiting for the parts to fill that order. As far as your windshield, this is the first I hear of the issue even after we have made attempts to follow up via phone and e-mail after your service. However working on your steering wheel would have absolutely nothing to do with your windshield glass.
I apologize again for the inconvenience of having back order parts and having to reassign another order to complete your recall.