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Acura / warranty issues

1 United States

Purchased a certified used Acura, 9 days ago. We purchased a MDX, and the next day we drove it on the highway and the hood bounced all around like it was not latched. We repeatedly checked it and figured we would need to get it checked. This should have been my first warning sign. A week later, the "Check Trailer Stability Assist" light came on, so now I have a warranty issue. This is all in 9 days of owning the vehicle.

I was not concerned at first because I had traded in my Lexus GX for this vehicle and had experience amazing service support from Lexus and was told by Acura they had the same service support. I am soon about to find out that is not true. I do not live where there is a Lexus or Acura dealer, so traditionally Lexus would come pick up my vehicle, leave me a car to use, and return my vehicle. Acura said they did the same thing, this is not true. I called their Customer Relations line and received the worst service twice, and even from a manager there. I was told by them that that do not doing anything with warranty issues and that Acura does not come and collect cars and return them, I was then told to call the closest dealership. I called the dealership and they were unable to help as they are a small dealership and don't offer all the service (they are down the road from my small Lexus dealership in Des Moines, Ia, that provides amazing service.) They recommend I call Road Side Assistance, called them they are nice enough and can pick-up my car to take it to the dealer, but not return my car. Here is the kicker, if my car broke down 100 from my home they would both pick-up and deliver my car back to me, instead they can move my car over 100 miles away but I now have to pick it up.
They recommend I call Customer Relations because they can approve the pick-up. Now 2 hours have passed and my calls have went full circle. On my second go round with Customer Relations they said they are two separate companies and don't know what they are talking about, they again recommend I call the dealership. So I have a certified used Acura with a warranty, with a warranty issue and no solution to fix the car. I will ultimately have to get two hours away to fix it and drive across the street and trade it back in for a Lexus. Lexus service and vehicles are amazing and I never should have thought about trying out a different brand. Completely disappointed in Acura's service, customer support and vehicle. I will not be an Acura driver long.

Mz

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