Terrible Service Department experienceWritten by ari_vederci on 10/08/11 10:43:48 AM PDT Go back to Service reviews
Recommend this dealer? No
Terrible Service Department experience. Three months prior to my horrible experience, I bought a 2010 Acura TSX with manual transmission from an Acura Dealership in Manchester CT. Only drove the car for 2800 miles and 3 days into my 10 day vacation in New York City, my brand new clutch burns out rendering the car non-drivable. I couldn't believe it, a brand new car with ~3K miles driven on Connecticut road and traffic and the clutch burns out!!! Mind you, I learned to drive on manual transmission and have 10 years experience with two prior cars (Ford Probe and Honda Accord) with stick shifts transmissions. So, Paragon Acura agreed to accept my car for diagnosis and Acura roadside assistance provided free towing to them. Three days later, I am contacted by K.e.v.i.n C.u.n.n.i.n.g.h.a.m (service assistant) regarding the clutch, who states that the clutch meets the "wear and tear" criteria and is NOT COVERED under warranty. When I heard this SHOCKING news, I met with M.i.k.e T.i.m.p.o.n.e (Parts & Service Director) in their shop. He persistently told me that the brand new clutch burnt out due to wear and tear issues and not a manufacturer defect. You have to understand that Wear and Tear items (such as clutch or breaks) are not covered under warranty. I took this up with Acura Client Service (800-382-2238), who assigned a district manager to the case. So the next day I get a phone call from her and she tells me she LOOKED at "pictures" or my clutch and upheld the decision of the service managers. I went on a rampage and argued with the Paragon Acura service department, while M.i.k.e brought his henchmen in attempt to prove that the clutch was what it was!!! Basically it was David vs. Goliath. My only options, were either tow the car or repair it at Paragon Acura for twice the cost at an independent transmission shop. The invoice Paragon Acura provided for repairs was $1,600 with $340 for the clutch parts and the remainder for hours and labor. I towed the car out of there as soon as I could and paid $850 for repairs at a transmission shop down the road. There is lack of empathy for the customers, and Paragon are [violative content deleted] hiding behind a big corporate name (ACURA!!!) The reason I gave it 2/5 stars, was because ACURA did provide a loaner car for the duration of my car kept in the shop.