Leith Acura in Cary, NC treats the needs of each individual customer with paramount concern. We know that you have high expectations, and as a car dealer we enjoy the challenge of meeting and exceeding those standards each and every time. Allow us to demonstrate our commitment to excellence!
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This dealership is dishonest and its employees are rude. I took my car in for maintenance in August. Not only they did not honor the coupons I submitted, they also messed up the regulators of the car windows. After the maintenance, the two rear windows mysteriously stopped working the next day. They claimed they have nothing to do with it. I find it hard to believe both windows would stop working at the same time after repair. The oil level also mysteriously topped the maximum level after the repair. The ABS light also came on after the repair. Are all these coincidence? Or there was an effort to sabotage my car? I complained to the Better Business Bureau, but the dealership denied everything.
I received in the mail recently promotional coupons for wheel alignment, replacing cabin air filters, and replacing rear differential fluid. I called in for the August 5 appointment, and the lady who made the appointment for me reminded me to bring in the coupons for those services.
On August 5, the assigned service advisor, Steve Riley, was aware of my intention of using multiple coupons for the services (wheel alignment, replacing cabin air filters, replacing rear differential fluid). I asked him if he would like to take the coupons then. He said yes. He said he would also do a “free inspection.” I proceeded to the customer lounge.
About 30 to 45 minutes later, he came back to me and told me that they found the following problems on my car:
– Needs new battery (about $150)
– Needs to replace brake fluid
– Needs to replace front brake pads
– Needs to replace timing belt ($1100)
He further told me the replacement of the brake pads is also a “coupon” special, and I could take advantage of that. I chose to let him replace the brake fluid and the front brake pads, but declined the services of battery and timing belt.
At about 12 noon, another service advisor, Jeff, told me that the car was ready. I noticed the discount on my invoice was only $17.93. Jeff made a comment that it was not even enough to buy half a tank of gas. I paid the amount on the invoice $614.97 and drove home. On the way home, I noticed the ride was much bumpier than before. Since my wife is the primary driver of this car, I asked her if she felt any difference after the service during our drive to a local Cary restaurant that evening. She immediately noticed that the ride was much bumpier.
I also called Steve Riley shortly before 5 p.m. that day to question him on the coupon discounts. He admitted that he did not give me the discount for replacing the brake pads, and I should get $35.67 back. He did not initially offer a cash/credit refund; instead he offered to give me a “free” oil change. I told him he had overcharged me, and it is only proper that he refund me the overcharged amount instead of bartering for services. I asked him why I did not get the “coupon” discounts for other services (cabin air filters, differential fluid). He replied that according to the fine prints, only one coupon per customer. I am questioning his integrity for:
– Taking multiple coupons from me during check-in, fully aware of my intention of using them for named services, without bringing up the fine prints;
– Not offering credit refund for overcharged amount; instead, offering bartering services that the customer does not need.
My bad experience of this service did not end here. On Saturday morning, I took the car back in and asked Jeff to check for the ride bumpiness. He said they only had technicians doing oil changes on Saturdays, but would ask a technician to take a look. A technician drove the car with me as a passenger and agreed that the ride is bumpier than it should be, but concluded Acura is not responsible. During the test drive, he must have lowered the rear left window. When I got home, I noticed the window was half lowered. When I tried to bring the window back up, the motor would turn, but the window would not go back up. Furthermore, when I checked the dipstick of the motor oil level, the level was so high that it exceeded the upper (allowable) level by almost 100%! I checked the oil level on a weekly basis, and I know that the oil level was not like this before the August 5 service.
Due to a prior engagement, I could not take the car right back until around 2 p.m. on Saturday. I had intended to talk to Jeff, but he seemed to be busy. While waiting for Jeff, I decided to test the other electric windows. To my surprise, the right rear window had the same problem! It was fully up initially, but after lowering it, the right rear window would not go backup either. Now I have two rear windows malfunctioning. The two front windows function properly without problems.
While I continued to wait for Jeff and wondering what happened to the windows, another service advisor approached me and asked me if he could help me. (I did not get his name, but there were only 2 that day, so you can easily figure that out.) I told him that the rear windows stop working after the car service the prior day. He looked at them and said these events are not related, and offered to give me a price quote for repairing the windows. I next showed him the high motor oil level. Again he said the high oil level had nothing to do with the services. I pointed out to him the oil color is very light, indicating these are newly added oil. He asked me when I had the oil change done, and who did it. I told him it was two months ago, and it was done by Jiffy Lube. He laughed and said it explained why. I thought it was very unprofessional for him to make fun of another business. I told him I would still like to talk to Jeff.
I continued to wait for Jeff. When he walked past me, he said: “you will have to wait because there are four customers before you, pal.” I told him I was willing to wait. I waited for another 20 to 30 minutes, and he finally asked me how he could help me. I was getting the impression he was getting impatient, since it was my second time seeing him that day. I told him I found more problems on the services. I was going to tell him about the windows and the motor oil level. Before I could even start, he interrupted and said: “You will have to talk to Allen Renn on Monday.”
I was wondering if that had been his decision already, why made me wait for 20 -30 minutes?
To sum up the issues:
– Failure to be upfront with the customer that only one coupon is allowed when fully aware of the customer’s intention to use multiple coupons;
– Failure to honor the only coupon allowed; and after customer caught the error, failure to refund immediately the overcharged amount;
– After services done on Aug. 5, my car had bumpier ride, motor oil level twice as high as it should be, and two rear windows stopped working;
– After services done on Aug. 5, motor noises running much more frequently than before, but according to the technician who test drove the car on Aug. 6, it was the ABS pump running and was completely normal.
You might want to say that the last two items are unrelated to the services done to my car on Aug. 5, and I know it will be difficult for me to prove they are. However, according to the “free inspection” sheet, the technician checked oil level to be okay, as well as the shock absorbers, suspension/struts. How come he missed the problem of having the motor oil level twice as high as it should be? I can’t help but thinking, with employees who are not interested in and capable of providing good and reliable services, Leith Acura is no longer the company that values customer satisfaction and loyalty.
Took in a 14 year old Integra for 60k mile service.
The next morning (about 25 miles later), the car totally died. The battery was totally shot, so I put in a new one. As I’m closing the hood, I notice what looks like a wire sticking up from the engine, and I think, maybe that has something to do with the battery going out – turns out, it’s the remnants of the generator belt, which they had supposedly inspected and adjusted.
I called the service department their only offer was to bring it in – which would have involved driving on the battery (with no generator) or paying to have it towed 20 miles, and they didn’t say they’d reimburse me for the tow if they determined that they’d made a mistake.
I ended up replacing the belts myself, and looking at the remaining belts, I can not believe they actually inspected them, and I’m surprised and disappointed that they didn’t recommend replacing them just due to age and mileage. The remaining two belts were cracked and crumbling – an obvious choice for replacement, but they said nothing about the belts (other than claiming to have inspected and adjusted them).
Also, for an Acura, ‘luxury’ service department, we didn’t even get the car cleaned or vacuumed.
Overall, not a luxury experience at all. We will be highly unlikely to return or to purchase another Acura.