Acura of Pleasanton

Acura of Pleasanton responded

Thank you G Wood for your feedback and allowing our dealership an opportunity to serve you. We are dedicated to providing all our guests the best possible experience but understand you feel that we were not transparent about the service visit during your visit. Your feedback is important and it allows us an opportunity to look for areas of improvement. We apologize for any inconvenience that we may have caused. Your service advisor had left a voice message detailing the results of the findings and the subsequent remedy. It is not our intent to provide a less than satisfactory experience to any of our guests, as our business depends 100% on earning our guest's business. Your comments have been shared with our management and was used to review our processes while your Acura TLX was at our dealership. We performed the fuel pump update per the factory guidelines and welcome an opportunity to review the service order with you. We have attached the fuel pump update form to the repair order for your reference. On all vehicles equipped with an on-board OBD2 diagnostic system, the vehicle's computer would store fault code(s) from sensors that are either out of range or faulty This means there can be one or more fault codes stored resulting in illuminating the check engine light (CEL). Please note that the fuel pump update itself does not result in a fault code. Since one of the concerns when your TLX was brought in was the CEL, in order to determine the cause, our technicians would need to connect your TLX's computer to a vehicle scanner to determine the fault code(s). In this case, the stored code was P0430 (https://www.obd-codes.com/p0430) which is related to the vehicle's catalytic converters and/or oxygen sensors being out of range. After determining there were no mechanical faults, the factory had an available update and was applied to remedy the cause of the CEL. This repair was the reason for the referenced labor charge as it is not related to the fuel pump update, thus separate. This is not covered under the new vehicle warranty as your mileage exceeded the coverage mileage. Here is a reference of the warranty coverage https://owners.acura.com/vehicle-information/warranty?year=2016&model=TLX If you feel that this is incorrect, we suggest to contact Acura Client Relations / Recalls inquiry - (888) 234-2138 or visit https://owners.acura.com/help/client-relations for more ways to reach Acura factory support. Please understand it is not our intent to frustrate our guests, but with feedback like yours helps us to understand how our processes are received by our guests. We would be more than happy to discuss and review the service order line by line to clarify what was performed on your Acura TLX. Please feel free to contact our General Manager, Gabriel Gonzalez or Service Manager, Yves Vrnoga, so that we can assist. They may be reached anytime at (925) 918-6996. Regards, Adam Toy Social Media Coordinator Acura of Pleasanton

Acura of Pleasanton responded

V. Brown, we strive for 100% satisfaction, and it is great to see you had such a positive ownership experience at Acura of Pleasanton. Congratulations on your new Acura TLX delivery and thank you for sharing of your shopping experience with teammates Robert Whitlow, Igor Finkel, Sam Alroubai and our dealership. With so many choices in the Bay Area we appreciate allowing us to earn your business. As your Acura ownership partner both with your TSX and now with your new TLX, we stand behind every vehicle we deliver, so please feel free to let us know if there are ever any questions! Regards, Adam Toy Social Media Coordinator Acura of Pleasanton

Acura of Pleasanton responded

Thank you Justin for choosing our dealership for your Acura purchae and for sharing of your recent experience during your first service visit to our dealership. We appreciate allowing teammate Marisol Arvizu to be a part of your Acura ownership experience. We know bringing one's vehicle in for maintenance or repairs is rarely a highlight of anyone's day but we are focused to provide the best possible experience while doing so. Your feedback has been shared with our management to look for ways we can improve our guest service experiences. We look forward to serving you again in the future and thank you for your feedback. Regards, Adam Toy Social Media Coordinator Acura of Pleasanton

Acura of Pleasanton responded

Jingsong Zhao, thank you for your kind words and this wonderful review! We are happy to have earned your family's business and recommendation. Congratulations on your new Acura RDX and we appreciate allowing teammates, Robert Whitlow, Shahab Alizadeh, Igor Finkel and Justin Hernandez to earn your business and be a part of your Acura ownership experience. We know buying a car is still a milestone for most of our guests and it is good to hear we were able to meet your expectations. If you ever have any questions about your Acura, please give us a call. We're always happy to help! Happy New Year! Adam Toy Social Media Coordinator Acura of Pleasanton

Hai Feng responded

What type of gas does my car use for all wheel drive?

Acura of Pleasanton responded

Hello Hai Feng, According the Acura factory recommendations and with most turbo charged engines, you should use Premium min 91 octane. The specifications on are in the owner's manual and here on this Acura resource website. https://owners.acura.com/vehicles/information/2020/RDX/specs#mid^TC1H3LJNW Please feel free to contact our dealership directly with any further inquiry. Thank you, Adam Toy Social Media Coordinator Acura of Pleasanton

Acura of Pleasanton responded

Hello Mr. Cross, thank you for your kind words and this wonderful review and for taking a moment to share of your 6th Acura ownership experience with our teammates, Stephen Lao, Igor Finkel and Sam Alroubai during your visit at our dealership. We appreciate allowing us another opportunity to serve and to be a part of your Acura journey once again. We sincerely thank you for the positive review and look forward to our continued relationship as your Acura partner. Please feel free to let us know if there is anything we can do to help! Regards, Adam Toy Social Media Coordinator Acura of Pleasanton

Acura of Pleasanton responded

Congratulations Mr Reyes on your new Acura MDX and thank you for sharing of your shopping experience with teammate Stephen Lao while shopping with our dealership. Your time is valuable and with so many dealership choices in the market we appreciate allowing Stephen to earn your business. As your Acura ownership partner, we stand behind every vehicle we deliver, so please feel free to let us know if there are ever any questions about your 2020 MDX SUV! Happy New Year! Adam Toy Social Media Coordinator Acura of Pleasanton

Acura of Pleasanton responded

Thank you C Klein for sharing of your experience during your warranty service visit to our dealership. We appreciate allowing teammate Landon Bura (you are not horrible for not remembering his name.) to be a part of your Acura ownership experience. We know bringing one's vehicle in for maintenance or unexpected repairs is rarely a highlight of anyone's day but our team is focused on providing the best possible experience while doing so. We look forward to our continued relationship and serving you again in the future. Thank you for your feedback. Happy New Year! Adam Toy Social Media Coordinator Acura of Pleasanton

Acura of Pleasanton responded

Happy New Year Mr. Noeth, we strive for 100% satisfaction, and it is great to see you had such a positive experience with our dealership for the past 15+ years! Thank you for your kind words and this wonderful review for our service team and dealership. When it comes to shopping fo a new Acura vehicle or maintenance and repairs we know our guests have choices and options, it makes us happy to know that our dealership has been able to continue to earn both your family's business and confidence. We look forward to our next 20 year Acura journey together and to your next visit with us. Until then please feel free to let us know should there ever be anything we can do to assist. Regards, Adam Toy Social Media Coordinator Acura of Pleasanton

Acura of Pleasanton responded

Congratulations Dr Alikhani on your new Acura and thank you very much for sharing of your experience with teammate Farooq Omar during your visit at our dealership. We know our guests have choices when it comes to which dealership throughout the Bay Area and appreciate the opportunity to earn your business. As your Acura ownership partner we stand behind every one we deliver, so please always feel free to let us know if there are any questions about your new ILX! Happy New Year! Adam Toy Social Media Coordinator Acura of Pleasanton