My horrible experience with Acura and its dealerWritten by coreydjones on 03/05/12 06:17:39 PM PST Go back to Service reviews
Recommend this dealer? No
I lease a 2010 TSX for my wife and have about 5 months remaining on the lease. Recently, we noticed a rattling noise in the rear of the car so we decided to take it in to have it checked out. Well the dealer Acura of Milford and Jon Lorensen dealership, informed us that the rear brakes needed to be replaced due to normal wear and tear. I found this unusual since I have never had to replace the brakes on a leased vehicle before turning it in and I have leased at least 6 times in the past. Also I have always found that the front brakes on my other car have always gone first and not the rears. I decided to do some research on this before paying the $370 the dealer was asking to do the rear brakes. What I found out was there was a class action suit against Honda regarding a defective brake system that prematurely wears the rear brake pads due to the EBD system sending too much braking to the rear brakes. A week later the sound from the rear brakes got so bad that I had to bring it in again and got the same story from the dealer. I decided that I wanted to see if the dealer would back me as a loyal customer (I had leased an Accord from them in the past) and see if they would fight Acura for the cost of this repair. They contacted Acura and got no sympathy. I was getting pretty upset with the attitude that I received from the dealer Acura of Milford in Milford, CT. The first time I brought it in they semi accused my wife of driving with the hand brake on. Which in this vehicle is literally impossible since the voice command system verbally tells you that your parking brake is on. Then the second time they semi accused my wife of driving into a snow bank and damaging the brakes. By the end of my experience I was very upset and demanded to talk to the service manager. He never showed up to talk to me so I had to talk to the business manager Rocco Esposito. After explaining to him that this dealer was not willing to take care of a defective brake system, regardless of Acura support or not, for a customer that was on the verge of purchasing another car in 5 months, I was about to walk out and never come back. I was further insulted by him when he insisted that this was normal wear and tear and that I needed to maintain the vehicle even though the car was only 2 1/2 years old. I left the dealership informing them that they just lost two customers for a $175 repair (their cost). Thereís some customer loyalty for you. All I can say is Honda settled out of court and left their customers high and dry and the dealer didnít think it was worth $175 to sell me another car in 5 months. After being insulted and treated like I meant nothing to them I walked out of that dealer for the last time. I will never buy another Acura again. PS: an hour after I got home they called me to tell me they changed their minds and were willing to pay for the repair. I told them too late. I walk out of that dealer from the last time since I seen first hand what kind of character they have. They think they are a premium car dealership like the BMW, Lexus, Audi dealer but they are not. They give you dirty loaner vehicles they donít really wash your car when it is in for repair etc. Donít make the mistake and think they are like the other premium dealers they are not.