Fountain Acura

Fountain Acura, we have a MAJOR problem and unfortunately, seems to have REPEATED itself under very SIMILAR circumstances from 2019. You think you’d LEARN your lesson, but clearly you DIDN’T and has now come to this ONCE AGAIN… I had my 2023 Integra serviced this morning, specifically the replacement of my front passenger tire that I punctured yesterday afternoon. I left it overnight due to the tow truck arriving in the late afternoon. I received a call this morning indicating my car was ready for pickup, great! I went on my lunch break to pick up my car, got my keys and proceeded to leave when I noticed a new scrape on my rim along the edge that wasn’t there prior and not from the puncture yesterday. As anyone would do, I went back inside to further investigate. William Ramerez, a service specialist who was initially nice and offered to assist, went with me to my car to take a further look, awesome! Upon walking up to the car and showing them the additional damage inflicted by the service department, they tell me that it wasn’t them. Furthermore, “since there was prior damage, we won’t fix it”. I then ask to speak to Nestor Diaz, the service manager who was on lunch, and wait until 1pm to see if I can speak with them upon return. They weren’t back, and now proceeded to speak to the General Manager, Kyle Clements, who conveniently went on lunch at 1pm. I now leave to go back to work and receive a call from Nestor Diaz, the service manager. Wonderful, however when I explained the situation, they proceed to tell me they took pictures and documented prior, was already there and not inflicted upon them. I kindly disagreed, since I know it WASN’T me, where they then have an ATTITUDE. I said it seemed to be inflicted upon the device that attached the tire to the rim where they respond it wasn’t the case and only dealerships who service the NSX have these devices, which in my simple research is a LIE. So, you’re telling me a person PHYSICALLY stretches the tire around the rim, I wasn’t aware we’re in the dark ages? Please note the NSX IS serviced at Fountain Acura, so ONCE AGAIN I was LIED to. They then offered a fix and would cost 120 dollars, but I’D have to PAY for it. ABSOLUTELY NOT, where they then ended the phone call saying, “Well then we’re not fixing it”. Now I’m FURIOUS, HOW DARE THEY and WHO DO THEY THINK THEY ARE. Fuming on my drive back to work, I left both Kyle Clements the General Manager and John Sanborn the Operations Manager voicemails to address my inadequate exchange with their dealership. Upon returning to my desk and being DISGUTED with the outcome, I then call 10 SEPARATE times and am transferred around and sent to voicemails, where they seem to have a problem getting me in contact with a manager, any manager at that point. NEVER in my life have I experienced such HORRIFIC customer service. I completely owned my inflicted damage and DON’T appreciate this TREATMENT. Furthermore, Nestor Diaz SHOULDN’T be managing a customer facing department when they’re clearly LACKING the most BASIC customer service SKILLS. I said this BEFORE and will ONCE AGAIN, your customers are EVERYTHING and MAKE or BREAK a company. There seems to be NO RESPECT, EMPATHY or COMPASSION. Furthermore, ACURA prides itself on “PERCISION Crafted Performance” however there was no PERCISION by the service department when servicing my Integra. You’d think they would’ve responded with something along the lines of “We’re sorry to hear this, Let’s take a further look into this, We’re going to follow up with the technician, Let’s gather additional information and reach back out…” but NO, instead I get HUNG UP on by Nester Diaz at the end of our phone call after their last exchange. ACURA, get your ACT together and HOLD yourself ACCOUNTABLE to your company values and MORE IMPORTANTLY translate them down to your customers. I DEMAND my rim FIXED if not a new one completely. If this is not rectified, I will be SUBMITTING a formal COMPLAINT to the BBB as I will not TOLERATE this OUTCOME.