To Whom It May Concern:
I called Delray Acura in February to schedule an appointment for vehicle service. I was advised they were backed up in service and the next available appointment wouldn't be for 8 business days or so. I was currently at 48,800 miles and was concerned about losing warranty options at 50k miles.
I inquired about my warranty, the possible issue I was having, and my coinciding miles to ensure that I would in fact be covered. The girl, Emily, advised it would not be a problem. This was a concern as I was currently at 48k plus miles. And with an appointment over 8 business days and a weekend I was sure to exceed 50k. The appointment was cancelled as it was proclaimed by the Acura representative Emily that the warranty and mileage in my instance would not be an issue.
I wasn't able to schedule another appointment until recently, April 25. Here now at 53k miles. Upon calling and making another appointment with Emily I again inquired of the service to be received and my warranty coverage. She again assured me it wouldn't be a problem.
Upon arrival and dropping off the car Rich, a service advisor, informed me that the information I received from Emily may' have been wrong - that I was now out of warranty. I explained to him my situation and he continued to write up the appointment, taking my car. Rich further explained that it was Emily's job to simply answer warranty questions and schedule appointments. Before leaving my car I asked Rich if there was going to be a problem with my repair. Before leaving, he said no, wouldn't be a problem.
I get a call from Rich 5 hours later advising me the repair won't be covered as I'm out of warranty. I disputed this with him per the information and incidents aforementioned. I requested a supervisor. I was transferred to Ms. Toni - Service Manager. Toni was cordial and I feel she made her best efforts - a sole commendation.
She advised she had been informed of my issue but could not assist me. She further advised me that Emily was not in any position to advise on warranties - that she was not qualified nor was it a part of her daily tasks. Toni sits 15 feet from Rich all work in service - but yet neither can concur of Emily's responsibilities accurately.
I am now faced to foot the bill for what seems to be a continuous miscommunication issue in the service department. Or is this how Acura makes its dollar? A customer calls to schedule an appointment - poor as sin - he asks the scheduler over and over about his warranty - the scheduler ensures and eases the customer to bring in their car = the reel in.
Upon arrival, there may' be an issue per the Service Advisor, but after my detailed explanation of such events I'm again assured it wouldn't be a problem, leaving the car in their hands. Then the call and the bill that's almost a $1k This after being advised by 2 different service reps on 3 separate occasions that it would be covered under warranty.
After all this, I'm then advised that because there are mods to the car I have voided all warranties. Why wouldn't this have been the first issue? Or their first proclamation as to why it wasn't covered under warranty? Why would the Service Advisor come out to my car - clearly see it has been modified - and still tell me it wouldn't be a warranty issue?
Clearly the issue will be whatever can be justified. Fact remains my car was under warranty and ready to go when I first called. I allowed it to extend based on the information the Acura representative provided. Modifications, warranties - none of these stipulations hold any validity in my issue.
The issue is miscommunication and erroneous information, and now I am to pay the cost? I'm now forced to go pick up my car now, without the work done - which may further damage my vehicle and performance.
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