My issue with Acura occurred last weekend 4-2-2010 (Easter Weekend) at Superior Acura of Kansas City.
As I mentioned it was Easter Weekend and both my wife and myself left work early on Friday so we could pack our 2001 Acura MDX to visit my parents with our two boys over the Easter Holiday. As we left Lawrence, Ks on our trip to Springfield, Mo, I noticed for the first time ever a very 'funny' and unconventional feeling in the steering as we headed down the highway. The steering upon acceleration felt almost unconnected from the car, and left me very uneasy to say the least to continue our trip. My wife noticed the car acting 'strange', so I decided to drive to Superior Acura which was not only on the way, but also the dealership which had performed all the routine maintenance including the 120, 000 tune up performed not even a week before.
Upon arrival I saw many cars already in line at the service bay. I immediately considered my Easter Weekend ruined thinking I would be lucky to get service anytime soon.
I drove to the service line, parked my car, and waited my turn. I was quickly approached by Mike Russel, service consultant, and asked how he could help. I explained our plans, the car's funny 'attitude', and our desire to get the problem fixed as soon as possible. Mike said he would grab a technician as soon as one was available to diagnose our problem. From the long line of cars already in the service department I expected the worst. Within minutes, and I mean minutes, Mike had Brian (service tech) pulled off the line asking me to explain the problem. I spent a few minutes with Brian, and off we went with Brian behind the wheel to diagnose the problem.
We hadn't driven 500 feet from the dealership and Brian noticed the steering problem. We drove back to the dealership and Brian put the car up on 'the rack'. He examinded the car, but on this particular rack couldn't find the problem. He immediately drove the car off this rack and drove it onto a different rack which actually lifted the weight off the wheels. Once he did this he examined the car, and found the problem. A 'spot-weld' on the frame which connected the frame to the steering axel had broken free causing the problem.
Once the problem was discovered Brian fixed the weld and the bolt which had also broken during the drive.
Mike Russel, Service Consultant, kept my wife and I informed during the whole process, and reassurred us that the problem was being addressed.
Within an hour of being checked in at the service department on a busy Easter Weekend my car was fixed and we were back on the road heading towards Springfield, Mo. My charge for the repair was $0.00. That's right I was NOT charged for my repair.
In a perfect world my problem would have been diagnosed quickly, the repair made in a timely manner, and the charge reasonable. Let's recap my issue. The problem was diagnosed within 15 minutes, it was repaired within 30 minutes, and my charge was $0.00. I MUST LIVE IN A PERFECT WORLD!!! I could not be happier!
I am purposely sending this to the 'complaint department' so that the people who hear nothing but bad news all day can be reassured that they work for a Fantastic company and should be proud of what they do.
I also ask of you that this letter be passed on to whomever you feel is most qualified to hear my praise.
The car in this example the 2001 MDX is the third Acura I have owned and all three cars are still owned by family members and are driving perfectly. Both of my sisters and my parents have since bought Acura's and are pleased as well.
I can promise you my next car will hold the Acura logo.