To: Acura Client Services
1919 Torrance Blvd
M/S 500-2N7E
Torrance, CA 90501
CC: Findlay Automotive Group
310 N Gibson Rd
Henderson, NV 89014
CC: Findlay Acura
Attn: Bruce Schneider
315 Auto Mall Dr.
Henderson, NV 89014
RE: Invoice No. 26513
On August 12th at 2:51 pm, I dropped off my 2009 Acura MDX leased through Findlay Acura on July, 16th to have a tire replaced due to a puncture. The invoice no. 26513 was closed at 4:56 pm that same day, which was consistent with the promised vehicle pick-up time of 5:00 pm. I went back to Findlay Acura Service Dept. At around 5:30 pm that same day expecting to retrieve my vehicle, at which time I found out that the vehicle was actually not ready. I was promised by Service Director Charlie Galterio to get a call back the following morning at 10:00 am once by vehicle was actually ready again. I never received that call, therefore I visited the Service Dept. Again at around 2:00 pm on August 13th.
Upon my vehicle's retrieval and initially inspecting the contents of it, I discovered that a number of quarters left in a compartment right below the vehicle's radio ended up missing. I noticed the missing contents as soon as I opened the above-mentioned compartment because I keep a close track of how many quarters are in there at all times. Whatever was left was just enough to cover the bottom of the compartment in a way that a person who does not keep track of the contents of it, would not notice the missing change. After counting the number of coins left after my visit to the Service Dept., I figured that two rolls ie. Eighty (80) quarters were missing (USD$20).
As soon as I found out about the alleged theft of funds, I notified my Service Advisor Andrew Lammers, who promised to escalate my theft report to his manager, Service Director Charlie Galterio and keep an eye on his employees since then.
On August 14th, upon my arrival at the AT&T office where I work, I discovered that my Bluetooth headset that I always kept in the compartment in between my vehicle's front seats, ended up missing as well. I did not make that discovery until the following morning because I only use that headset at work and my vehicle is also equipped with Bluetooth technology, which makes it unnecessary for me to use a headset outside of the office. Upon that discovery, I called Andrew Lammers to notify him of it, at which time he promised to bring it up to his manager, Service Director Charlie Galterio. As soon as I hung up, I got a call from Charlie Galterio saying that {nothing like this ever happened before and that I should look for the headset underneath the seats and that he was sorry I lost it}.
Subsequently, I got an e-mail communication from Customer Relations Manager Cathy Chavez in regards to my service visit, who I called and briefly explained my frustration, at which time she offered to transfer me to Service Manager Charlie Galterio, which I declined and instead asked to speak to General Manager Bruce Schneider. She stated she would have him call me at his earliest opportunity, which has not happened till the time I'm writing this letter.
In conclusion, my service visit to Findlay Acura started out as a plain bad experience and ended up in a misdemeanor theft of $20 worth of quarters and a $40 Bluetooth headset. I have been servicing my cars at premium Las Vegas dealerships for the past ten (10) years and have always had a grand experience, no matter which dealership I went to. Unfortunately, that lucky string came to an end when I went to service my new Acura at Findlay less than a month after leasing it from that same dealership.
I do believe that I have a duty to protect Acura buyers and lessees as well as Findlay Automotive Group's customers from that type of criminal behavior ever occurring again, therefore I decided to officially notify all the involved entities in order to have them make appropriate adjustments in the hiring process and possibly make this issue more visible to all the parties for the betterment of Findlay Acura's business.
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