Gary Force Acura

April 23, 2015 To whom it may concern: On April 22, 2015, I accompanied my friend ______ to the service department in your Franklin, TN location. The lengthy repair list for the 2013 Acura RDX was reviewed with the service technician. I have included a list of needed repairs: • Rear hatch not operating correctly • Steering wheel not aligned • Alignment is still off • Sunglass holder continuously falls while driving • Crack in the speedometer glass • Hydraulic life on rear door not operating correctly • Passenger airbag light comes on while an adult passenger is in the seat • Front drivers tire well cover is loose • The Bluetooth works intermittently This list is not limited to what is listed. These are just a few items; the service department has a complete list. I spoke with a gentleman after all was completed while we walked to the car to detail to him everything that was wrong on the exterior of the vehicle. One item is that the rear hatch is not centered in the back of the vehicle. There is a significant distance. The service man then became very short and rude and stated the rear had nothing to do with Acura because it was previously in an accident. This is where the tricky part begins. The vehicle was in an accident. The dealership is aware of this fact. It was in a rear end accident at no fault of _____, the owner of the vehicle. It was repaired by _____. They were not able to fix the rear hatch correctly so they paid Acura to complete the repair. Acura has had the vehicle in service three times since. It is now an Acura responsibility; therefore, it is still covered under the warranty. Since I had this discussion with the service department before we went outside to look over the vehicle, you can imagine my surprise when the service man acted as though this was new information. At that time, his attitude was no longer friendly and inviting; he became hostile and arrogant toward me. I inquired if he would accept this vehicle to sell in his used car lot. He would not answer the question. I asked for a manager. I do not allow anyone to speak to me in that manner or tone. We went back inside to the service department and I was introduced to __, the department manager. He began our interaction politely as we entered his office. I advised him of the situation. He then began to interrupt me and was not listening. I stated four times that he was not listening. I had had enough and proceeded to walk out of his office. He asked me to please sit and try to work this out. I complied and tried to speak with him again. He continued to interrupt me so I asked for his supervisor’s name. He informed me that he does not have a supervisor, and if I needed to speak to someone to call Gary Force. Then he told me to get out of his office. To which I reminded him I already tried to leave, but he insisted I stay. After this occurrence, he called _____ to inform her that if I were to return to Acura, her vehicle would never be accepted for service again. I am going to assume this is not how Acura as a company operates and treats their customers? I do not understand the arrogance of this man to advise _____ that Acura will not warranty her vehicle if I return to that location. I was not inappropriate in any way with any employee. I was there as a friend to your customer who has taken her vehicle in for the same repair numerous times! Too many times to even know! Can you understand my amazement to the actions of the Acura manager? For a luxury vehicle dealer to act like this is appalling, uncalled for, and unjust. I would also like to inform you that _____ is a veteran widow. Her husband died serving our country. She bought this car brand new so it would be under warranty or be a burden on her since her husband was no longer with her. She has had this vehicle in to the service department numerous times. Her request is for the vehicle to be brought back to Acura standards and to no longer have the issues previously documented. This car and the service department’s treatment have not lived up to the Acura reputation. __is aware of _____ widowed status and this is the treatment he has provided to a single mother raising the child of her deceased husband alone. A normal customer should not have to endure the treatment and level of service they have provided her, let alone a widowed military spouse! I sincerely hope someone in Acura will stand up and take responsibility before the mentioned actions are needed. We are not asking for any type of special treatment, we are asking you honor your Acura name instead of tarnishing it. Sincerely, _______