Service Standards have gone way down!!! Some back ground. I bought my Acura MDX at Acura Stevens Screek, before it was AutoNation Acura. I have always done my services at this service center for the last 13 years. Its a great car, I still love it, and I have never had a problem with their service so far. My friends has always asked me why I pay the premium price of taking it to the dealer for even a regular oil change. But I have always felt it was worth it, Until today. My Service adviser was Juan. It was a regular service. There were no problems with the car or the engine or any notifications or warnings. I just reported 2 problems I reported to them, 1 with the wiper fluids and second with a rattling at the rear. They found a few recalls on the car that they were gonna take care of as well. They called me later that day to let me know that might brakes might need replacing on this or the next service. I asked them to go ahead and replace it. which they did. I came into get my car once it was done. Here is where I ran into 2 problems. 1. I found 2 discounts that I received via email from autonation. A 10% discount and $50 of per axle of brakes. I simply asked him to apply the $50 discount for the brake service, and the 10% discount for the rest of the regular service. But I kept hearing he can't give me both discounts. I clearly understand that they cannot provide $50 and the 10% discount on top of that discount. And that is not what I was asking for. I simply wanted to $50 per axle discount for the brakes and the 10% discount for the rest of the oil service. Which from everyone I have talked is fair and how its supposed to be done. Once I asked him to consult his manager, the advisor said he was going to try to make it work, and he did. To be honest, this is the first time in 13 years of my relationship with Acura of steven screek, that I actually felt played. And I would have let it slide without this review. What happened next, is why decided to write this review. As I drove of the car back home, my "Check Engine Light" was ON. I tried stopping, and restarting the car, and the light was persistent, so I called back, and was asked to bring the car back to be checked. Note, I have never seen the "Check in Engine" light come ON, in my car, ever before, or before I took the car for service. Juan, had the car checked again and came back telling me a sensor was bad and it would cost me $400 to fix. My perfectly reasonable question, was that this wasn't a problem when I brought it in for service, and it was only reasonable that I think that something had gone wrong during the service. They wouldn't take responsibility and insisted I pay for fixing it. A sensor doesn't just go bad between me dropping the car for service, when its perfectly fine, and suddenly blowup on its own. To me its clear, that something went wrong during the service, and I am now left with having to pay $400 to fix it. Definitely NOT the service I had come to expect from Acura of Stevens Creek. Or may be its the change in ownership to AutoNation that is the reason for the change in service standards. Either way, I think they just lost a customer of 13 years. I am not going back there Update: Now my HTM-4 light is on as well. This had turned on right I took the car back from service. But then it went away when I had stopped/restarted the car a second time. So I didn't bother. Now its permanently on as well as the check engine line. When you take in a car for service with non of these problems. And the dealers does extensive work on the car, including quite a few recalls. And the car is delivered back with both check engine and htm-4 lights turned on. To presume, there is not even the remote possibility that it could be their fault. And have the courtesy to take care of the problem or even at the least offer to share the cost of fixing the problem. Thats just plain bad service. For a premium brand like Acura.
Sarvi Shanmugham
Aug 6, 2015
