I love my Acura. I always have and probably always will. They are a great car. However, I have just had a run in with Mile High Acura and have to say that until now I have had great service but am very disappointed in them.
On 7/9 I placed an ad on Craig's list to sell my 2004 Acura TL with all the bells and whistles, including a 7 year 70,000 mile extended warranty. That week-end, I cleaned and waxed my car to make it pretty for the buyers. It has never been in any accident or been painted. It is all manufacturer's paint. When the wax dried, I saw "chips" in the paint. Looked like little nicks in the clearcoat. I thought it was hail damage. I then called my insurance agent and reported that I believed I had hail damage and they gave me a claim number and on 7/13 I took it over to the body shop they suggested.
On 7/15 I got a call from the body shop. He explained that it was not hail damage as it would have left dents in the car which I did not have and it was on EVERY panel of the car, including the bumper. He wanted the insurance adjustor to come look at the car because he could not validate having to paint the entire car as "hail damaged".
7/17 the adjustor called and left me a message letting me know that this is not hail damage and is what is call "crazing" which means the manufacturers paint is defective and is basically cracking all over the car. This was just the first signs of it and it was going to get worse. He let me know that this is not covered by the insurance company. I immediately called Acura and let them know what was going on and they requested I bring the car in.
7/21 I took the car to Acura. The manager measured the entire car for the thickness of the paint to confirm that this car had never been painted anywhere and that it is the manufacturers paint. He confirmed that this was crazing and he had never seen anything like it. He told me to call Customer Service to start a claim and that the DSM (District Sales Manager) would be contacting me in the next day or two. I contacted the Customer Service number to put in a claim. The gal that answered the phone and took the information, after having to explain about FOUR times that this was ALL over the car, she told me that my car was five years old and that the warranty was no longer in effect after four years and that I could not put in a claim. My extended warranty only covered mechanical. After I told her that I would fight this, her manager then called and told me that it would be up to the DSM to decide what to do.
7/23 I had not heard from Mile High Acura yet. I called the service manager twice when he was in meetings. The second time I called, the guy told me that he was again in a meeting but wanted to tell me that they didn't know when the DSM would be here NEXT MONTH to schedule a time for him to look at my car. He will get in touch with me then. Are the DSM's fingers broken that he couldn't call me and make an apppointment - even if it IS next month? At least I would know that they were taking care of it.
The new car paints today don't need waxing like the old paints do. No, I haven't waxed my car in about two years, but it still looked good. No dings, no dents. Always garaged, ALWAYS taken to the dealer on it's services. Now, I ask you, wouldn't the DSM accept the word of his local manager and fix it if the manager agreed this was the problem?
If I sell the car, I am now out $5,000 to paint the entire car to make it look right. This was a MANUFACTURER'S DEFECT and should be taken care of by the dealer - no matter the four year warranty because this is from day one of the car being painted. To pay that much for a car and have the paint be bad is something one should NEVER have to deal with. I am frustrated and feeling the loss of service from Mile High Acura. I hoping that they will fix this problem or just purchase the car from me for what it is worth as if it was painted as I truly believe they should.
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