Approximately a year ago, I purchased a vehicle from your establishment, and initially, the transaction went smoothly. However, I am now compelled to bring to your attention an issue concerning the maintenance coverage that was promised to me during the purchase process. I was informed that all maintenance and mechanical issues would be covered for a duration of 9 years or 150,000 miles. My first encounter with this matter occurred when I took my vehicle in for its first oil change, and despite being assured that it was covered, I was initially charged. After clarification, the charge was waived. Subsequently, when I sought another oil change and air filter replacement, I was informed that I would be charged $250, contrary to the promised coverage. Despite bringing this to the attention of your service department, the issue remains unresolved. I took the initiative to discuss the matter with Pearla, the Assistant Manager in Service, and then with George, the Sales Manager. Unfortunately, my concerns were met with uncertainty, and George suggested that I speak with the Finance Manager, as he was the one responsible for the deal. This response was disheartening, as it implied a lack of accountability. During my interaction with George, he mentioned that there seemed to be a discrepancy in my coverage and then stated that it’s my word against the finance manager's word. This, coupled with the subsequent delay in receiving a promised call from the Finance Manager, has left me thoroughly dissatisfied and questioning the professionalism of the service provided. As a first-time customer of Acura, I expected a higher level of customer service and a more transparent resolution process. Unfortunately, this experience has significantly altered my perspective on your dealership. I kindly request a prompt and thorough investigation into this matter to ensure a fair resolution. Additionally, I believe that communication and follow-up, particularly from a Sales Manager such as George, should be more proactive. Thank you for your attention to this matter, and I trust that steps will be taken to rectify this situation promptly.
