Bill Vince's Bridgewater Acura

Bill Vince's Bridgewater Acura responded

Thank you for your feedback - which we certainly do appreciate - whether positive or negative. Of course we'd always appreciate the opportunity - to correct our wrongs - to make them right. My name is Tina Stanislawczyk - Business Development/Internet Sales Manager - and I am sorry to hear about your experience here at Bridgewater Acura. With it also being your first experience - I truly hope it will not be your last. It sounds like after reading your message - that the tone of conversation would have been completely redirected in another manner - had our service advisor suggested and offered up alternate suggestions to assist you with your current circumstances - with the wheel locks. Instead of just answering your questions. You did mention there were other parties in the Dealership - cashier, parts - that did treat you with kindness and did represent Acura well ... and our apologies that there was one - that was not on the best of behaviors that day. We do offer our sincerest apologies - and I would like for you to contact me at your earliest convenience. TINA STANISLAWCZYK internet@bridgewateracura.com or 908-704-0300 ext 154.

Bill Vince's Bridgewater Acura responded

Just me just start off my offering my sincere apology on behalf of the store. The "not returning phone calls" issue is 100% unacceptable and I have since spoken to the sales rep involved and it is something he will work on in the future. The issue with the expired temp was not our fault but your insurance agents. We called no less than 10 times to get it faxed over correctly. A missing suffix and wrong effective dates, prevented us to get the DMV work done in a timely fashion. Just to be clear you dropped it off for 1 or 2 things, an aligment and possibly brakes and you returned with a laundry list of items. Still, I made sure that every single item on your multi page list was corrected at the local BMW dealership. A light bulb, an alignment, new brakes, and so on and so forth. I, personally called you numerous times to let you know your car was done. Did our service dept not relay the proper info to the local BMW dealership, yes. Everyone makes mistakes, we arent perfect but we are striving to be. Its feedback from you that will help us get to the next level. Again, Im sorry and we will try harder in the future.

live4tonight responded

THIS IS A DETAILED ACCOUNT OF THE EVENTS LEADING TO A POOR REVIEW AND STILL I HAVE NO FEEDBACK FROM ACURA, ONLY THAT THEY CANNOT DO ANYTHING. IF ANYONE AT BILL VINCE'S ACURA HAS A DIFFERENT STORY I'M ALL EARS. IN RESPONSE TO YOUR RESPONSE:I'm glad someone is working on returning calls and emails. The issue with the expired temp could possibly be considered both your and the my insurance company's fault if you really feel that was the case. I was not on the phone or in your office as the calls were being made. You say you someone called ten times, and I'm sure they did...They were calling the wrong number( who calls the wrong number 10 times..pretty simple..you would think, everyone call the Insurance agency, they email or fax documents over while you wait...why would someone have to call ten times for this..the first one was emailed while we signed the papers for the car sale...Maybe whoever handles the insurance at Bill Vince's has never done this before?Amazing enough that I had to call to check the status of the plates days before they expired and a bell went off at bill vince's in someones head to get the plates moving..one call to the agent and it was done...I must be an Insurance genius...so it takes over 30 days to do this ???? "just to be clear" I never dropped it off for one or two things as the response says(At Bill vince's the customer is NEVER right I suppose) When buying the car I made it clear that the brake rotors seemed rough,grooved, in need of resurfacing or replacing, Mike Lasko said if there was a problem he would take care of it... I stated it pulled to the left on the test drive, and we noticed the passenger fog light was out, he said he would take care of it... He said it just came from Bridgewater BMW where it entirely gone over and anything that was wrong, broken, or in need of repair they would have taken care of it already...I took his word for it and bought the car and drove it home... After driving the car for a few weeks I determined the brakes were definitely in need of some sort of repair, the I looked up the fog light bulb so they could order the part, the car still pulled to the left, and there was a clunk in the rear suspension, the headlights were aimed too low and i noticed an exhaust leak. At this point the plates were expired and Warranty from BMW was going to expire, Mike lasko said to bring the car in, he was going to have Acura fix the fog light and he was sending the car to BMW for rest of repairs, as i listed over the phone to him as well as adam the salesman. If they chose to only hear "one or two things" I can't help that. So as per mike I sat down with Bill Vince's service adviser and we documented all my repair requests, NOT ONE OR TWO THINGS BUT 6 I BELIEVE is what we came up with with the service adviser.(who was very helpful, George i believe.) I'd have to say they had the car for about 3 weeks at least. It came back to Acura they called me to come pick it up but they didn't know what was done. It went back to BMW for the work that was supposed to be done the first time(under BMW factory warranty mind you). Finally it came back to Acura again and it seemed everything was fixed over the phone. This is after multiple phone calls to Michael Lasko, Acura service, Bmw service, salesman..etc...One call ended up with Michael Lasko yelling at me "that this is getting ridiculous , they are not going to rebuild your car for you!" I GUESS 6 THINGS DOCUMENTED BY THE SERVICE ADVISER IS REBUILDING A CAR TO MIKE? SOUNDS LIKE THEY DON'T STAND BEHIND THEIR CARS? I thought i followed everyone's instructions and I was the the one getting the short end of the stick. So I arrive to pick up my car, Michael has fully assured me that he had the top guys and the service boss at BMW specially look at my car since I had so many concerns. The attendant pulls my car up and guess... First there is a new strange noise coming from the engine, I make someone aware of that and decide to leave the dealership and just take it to my own mechanic. Now I get in the car and make a left out of the garage and the right front tire is rubbing on something?????? I stormed back into the office and told them the situation, obviously all these experts looking at it either didn't happen or they all cannot hear or feel when i tire rubs on a screw wrongly put into the fog light access panel to hold it together because it was not put together right(mind you this was done first 3 weeks or so prior and the car had hundreds of "road testing miles put on it?????) Now i spent another hour with the tech fixing something that should have been fixed weeks ago.. I finally leave the dealership, guess what? THE CAR STILL PULLS TO THE LEFT? A WEEKS LATER THE FOG LIGHT FAILURE WARNING COMES ON, AND THE LIGHT IS OFF A WEEK AFTER THAT THE BRAKE PAD SENSOR COMES ON SAYING I NEED TO REPLACE THE BRAKE PADS?????/ MAYBE CAUSE THEY ONLY DID FRONT BRAKES, MAYBE THEY DIDN'T REPLACE THE SENSORS? I DON'T KNOW.. SO I WROTE THE ORIGINAL REVIEW, NOT ONE CALL OR EMAIL WAS MADE TO ME TO SEE HOW THE CAR WAS OR APOLOGY, ONLY THE REPLY YOU SEE ATTACHED TO THIS. CLEARLY FOR SHOW AND NOT GENUINE CONCERN. ANY QUESTIONS CALL ME 845.558.4410

Bill Vince's Bridgewater Acura responded

Thank you for your kind words. And we are certainly pleased that you had a great car buying experience - considering it's a frustrating task already. We wish you all the best of luck with your new Honda S2000 - drive it in good health and safety. Should you need anything ... please dont hesitate to call, email or come in. 908-704-0300 ext 148 - for Rick Verso - and ext 154 for Tina S - Internet/Business Development Manager. Thank you again.