[Pally777]

Hey guys,

I know most of you already have an idea of the quality of service you get from Richmond Acura. I want to add to that "experience" by telling you guys my story.

I was at Richmond Acura for an alignment last week after my A-spec suspension install (I luckily installed it else where) and I recall seeing some clearance items on their website. I asked to see the parts guy Kevin Ng. We chatted a bit about what's available for my TSX and I asked if he has an lip-kit for my TSX's year in the right colour. He said there was a kit available for a lowered price than usual dealership price. I asked him if he can install it as well and maybe give me a discount if I installed it there. He said no discount, but of course he said I can install it there. He also told me the car would be ready by the end of day (it was around 11am at that time). Being a dealership, I guess I expected a better job of installing a lip-kit than some independent shop, so I went ahead and asked them to install it. They gave me a courtesy car (2009 TSX fully loaded, guess they couldn't sell these things) and I was on my way home.

About 1pm I get a call from Acura. A service rep said if I was able to drive the courtesy car back to them, so that they can give me another one. I was thinking WTF? I said I was working from home, so I'm not at leisure to come back to your dealership to exchange cars. He said he'll send over someone to exchange cars. I said that's fine. About 30min later, they arrived and exchanged cars with me. I asked the driver why they need this particular car back and he said it had something to do with the insurance. I thought... ok so you gave me a car with insurance problems as a courtesy car? What kind of incompetence is that? Oh well... whatever... at least they came to me instead of asking me to drive to their dealership.

I expected a call around 4:30pm, but I gave them a bit more time to call me. At 5:30pm I couldn't wait any longer and called them. The service rep told me they'd have to keep my car overnight to ensure the glue stick properly. I was a bit disappointed, but asked them politely whether I can pick it up tomorrow before I head to work at 9am. The service rep said yes that would be fine. After I hung up, I get a call back 2 minutes later from the same service rep. She said the technician needs to check whether the glue cured properly before giving me the car back tomorrow and the guy comes in at 11am. She asked if I can come in then. I said I can't, because I had to be at work by then. Now frustrated, I grudgingly complied to pick up the car after work at 6pm.

The next day, I get a call from them at 5pm to say that I can come pick up my car anytime. I reached the dealership at around 6pm and it was getting pretty dark. I checked out the lip-kit all around to ensure things are done properly. The rear and sides look great. The front looked a bit off. From closer inspection I see that there is a slight gap on one side of the fog light area where it meets the bumper. I tell the service rep this when she waiting for me the check the car. She said I can come back anytime Mon-Fri to speak with the technician who did it. Upon further inspection while I was on the lot, I felt a scratch underneath the front lip. I knelt down and saw a small spot where the lip got scratched... I was thinking WTF? Ahh... whatever it was underneath and nobody can see it.

I made an appointment the next day with the same service rep that I'd come in again to talk with her and the technician on the issue I had with the gap on the front lip spoiler. When I went in today to see them, the technician (his name was Al) was really polite. While I was chatting with Al, the parts guy Kevin Ng comes out asking us what's the problem. I told him there is a gap in the front lip with tape still sticking out of it. I also mentioned to him that there is a squeaking sound when I push lightly on the lip spoiler. He said it's because my bumper isn't new, so it's been flexing. With a new lip-spoiler it won't fit that well on an "old" bumper. Mind you, my car is a 2008 TSX with 28,000km on it. I hardly think that's "old" or that it the age on this car would deform the bumper. I asked him if there's anything he can do, he said nope, because it's an issue with my bumper being "out of shape".

It really frustrates me that the service at Richmond Acura is so poor. Their communications between themselves and with customers are not what I'd expect from any dealership or business. Not to mention I had expected some quality work from a dealership when installing a dealer accessory like a lip-kit. I expected there wouldn't be gaps with tape sticking out of it, because it was poorly peeled during installation. Maybe I was expecting too much eh?

Anyways, just a warning about Richmond Acura and their parts guy Kevin Ng. The guy will make empty promises to get the sale. When you go back to see if the dealership can fix issues he'll step in to intervene by saying there's nothing they can do, because its your own car's issues.

Here are some pics of the gap I was talking about with the some of the tape sticking out. There are other minor fitment issues as well with the front lip, but I'm too tired of this to take pics.

Here's a comparison between the left and right sides of the lip:

Left side... no gap:

http://img715.imageshack.us/img715/779/img3370z.th.jpg (http://img715.imageshack.us/i/img3370z.jpg/)

right side... gap and tape:

http://img121.imageshack.us/img121/3200/img3369n.th.jpg (http://img121.imageshack.us/i/img3369n.jpg/)

closer look of the right side:

http://img682.imageshack.us/img682/6045/img3365h.th.jpg (http://img682.imageshack.us/i/img3365h.jpg/)

http://img189.imageshack.us/img189/2544/img3364q.th.jpg (http://img189.imageshack.us/i/img3364q.jpg/)

[Dinan3]

Have you tried talking to the Service Manager instead?

[ssonss1]

That's bs, talk to the manager. I wouldn't accept that:bullshit:

[RollingStone]

Holy cow that looks horrible!

[Energy]

Tell them you're going to write to the BBB and the media if they don't fix it. That worked for me before. Good luck.

[hchang]

Richmond Acura was never really good overall from what I've heard. Most people I know have had bad experience from them, and end up going to Lougheed Acura instead

When I was searching for a new car, I went into Richmond Acura, and after fifteen minutes I've had nobody come and ask me if I needed help. They were all standing around flirting with the receiptionist/secretary.

[Pally777]

Have you tried talking to the Service Manager instead?

I haven't tried that, but I'm pretty tired from having to deal with these guys. Any ideas on what you think the Service Manager can do for me though? Wouldn't they just give me the same BS about my bumper being "out of shape" compared to their brand new lip spoiler? Actually, I had the assumption that a polyurethane factory lip kit was quite flexible such that it can mold to my bumper.

In the end, I guess it's not that noticeable unless you're up close, so I can barely accept it. However, I'm never going to deal with Richmond Acura again unless it's a warranty issue.

[tonyvu]

all of my experiences at richmond acrua have been okay, but not the best. but in your case that looks pretty shitty; if I were you i'd complain.

[optiblue]

wow, that looks like a 1 minute DIY stick on!! Even then, I think I could have done a better job!!! That looks horrible, definately would complain or take it to a reputable body shop!

[RollingStone]

I have only had positive experiences @ Burrard Acura

[Mugen EvOlutioN]

pretty horrible

[Spooling]

You should have known that Richmond Acura doesn't have a bodyshop. You cannot expect service technicians to excel at bodywork.

[alex.w *//]

^ yea they should of outsourced to a body shop to do the work

[Pally777]

Of course I know they don't have an auto body shop there. However, it doesn't take any special auto body skills to take off double-sided tape and make sure a lip spoiler sits flush with the bumper it's attached to right? Or am I expecting too much?

I think I'll try to get a hold of the service manager and then go from there. If that doesn't work, I will go up to corporate Acura.

[impactX]

He said there was a kit available for a lowered price than usual dealership price.

and you didn't ask him why it's cheaper?

[tofu1413]

not surprised if the part was warped some sort of way before they installed it.

i worked in a honda parts warehouse setting and those body pieces gets flexed quite a bit while being transported or even simply being put away

[Dinan3]

I haven't tried that, but I'm pretty tired from having to deal with these guys. Any ideas on what you think the Service Manager can do for me though? Wouldn't they just give me the same BS about my bumper being "out of shape" compared to their brand new lip spoiler? Actually, I had the assumption that a polyurethane factory lip kit was quite flexible such that it can mold to my bumper.

In the end, I guess it's not that noticeable unless you're up close, so I can barely accept it. However, I'm never going to deal with Richmond Acura again unless it's a warranty issue.

The Service Manager is the one making the call on rectifying your concerns. Don't waste your time on anyone else.

[Pally777]

and you didn't ask him why it's cheaper?

Maybe I should have asked him more about it, but I'd think that a seller as big as Acura would make it known if there was some defect with the product. I was talking to the parts associate about clearance parts, so I assumed it was because it was an older model year that they are trying get rid of.

I don't think the kit was used or defective. It looks brand new. The only issue I have is with their installation.

[StealthFighter]

i've consistently had not so great service from all dealers in richmond. vancouver dealers usually have been great accross different brands.

[umpadupa]

lips can flex, if they dont, nothing a heat gun/lamp cant fix. btw... take it back, thats some bull shit craftsmanship. when i worked at a bodyshop, work like that would of gotten me whipped haha

[lonelydriver]

Of course I know they don't have an auto body shop there. However, it doesn't take any special auto body skills to take off double-sided tape and make sure a lip spoiler sits flush with the bumper it's attached to right? Or am I expecting too much?

I think I'll try to get a hold of the service manager and then go from there. If that doesn't work, I will go up to corporate Acura.

In your first and second picture, there isn't much you can do about it if they are just using the standard double-sided 3M tape. I'm guessing the body mold was slightly warped and the adhesive isn't strong enough to hold the kit close to the bumper. They would need to use a thicker width 3M tape in order to fix this.

For the 3rd and 4th picture, the dealership removed the masking tape too early which was used to support the kit while the adhesive is bonding. This is why you see the 3M tape residue because the kit is just too heavy and the 3M tape hasn't had enough time to stick.

To be honest, it can take several days for the 3M tape to adhesive to bond properly. I know this because I had the same issue with my kit.

On a side note, if you ever go back to Richmond Acura, I recommend you deal with the non-chinese (I'm chinese). Don't even go talk to the service advisor named Teresa. Most of them are turds and they think they are better than you. I've so far had excellent experience with the service advisor name Dave? I forgot his name but he is the only caucasian there.

You probably got a scrap on the bottom of your brand new kit because the mechanics drove through a speed bump or exit an entrance at full speed - if they ever test drive your car, you will know what I mean.

[thebluew]

This is poor craftmanship. You spend your hard earned dollars on this.
Take it back and be nice. If they tell you off then time to be mean!
The "oh your bumper is old" is just bs talk.
I know all this stuff is a headache and pita but if you don't take care of it, no one will.
Also, he scratched your lip!!!!!
If you were at the mall and someone scratched your car, you'd punch him in the face!
(just venting cuz i had to bring my car back 3 times to get my window fixed properly.. sigh)

[Mugen EvOlutioN]

how much did that kit actually cost you

[tool001]

kit is cheaper because its older model, ie/ not 09/10. most dealership would clear inventory for older models by selling cheap.

[Pally777]

how much did that kit actually cost you

The kit cost me $800 and then the installation cost me about $230. I had the understanding from them that the price reflects clearance item, not damaged or used item.

I don't believe this is an issue with the kit. Even used kits have proper fitment. It's just a matter of the installation; whether they took the time to install it properly instead of doing it in a rush.

The tape sticking out from the lip and bumper is a sign that they didn't wait for the glue to harden. I'm guessing they have to somehow hold the lip spoiler in place while the glue cures?

Any body shop people in here can chime in on the usual process? I'd really appreciate it, as I can use it in my argument to the manager later.

[RollingStone]

Why do people keep going to Richmond Acura? I have never heard a single good thing about them LOL.

OP: For $230 I can see why they didn't do a very good job. They probably got the lot boy to install it LOL. I think they should have charged more and got a pro to install it.

[Pally777]

OP: For $230 I can see why they didn't do a very good job. They probably got the lot boy to install it LOL. I think they should have charged more and got a pro to install it.

Really? I've got several quotes from aftermarket shops such as BoomPlus Toys and A&J Racing. They all quoted me about $200 for installation of a new lip kit. I didn't know $230 is a cheap price to get a lip kit installed.

[godwin]

Do the math.. $230 is barely 2 hours of shop time. Do you expect perfection?

Even factory additions requires a certain amount of finesse because a lot of the time, plastic body parts flex change after the car leaves the lot.

Oh and glue do take time to cure especially in cold weather, now you are disappointed at the law of physics too?

BTW you should have stuck to your guns and refuse to sign off on the order.. now the car has left the dealership, your negotiation power and legal standing have been weakened. As with anything check the work before you sign off on anything (no matter it is a Ferrari or Kia dealership).

Really? I've got several quotes from aftermarket shops such as BoomPlus Toys and A&J Racing. They all quoted me about $200 for installation of a new lip kit. I didn't know $230 is a cheap price to get a lip kit installed.

[Pally777]

Do the math.. $230 is barely 2 hours of shop time. Do you expect perfection?

Oh and glue do take time to cure especially in cold weather, now you are disappointed at the law of physics too?


It's about 2.5 hours of shop time according to parts associate when he quoted me the price. It doesn't take more than that to properly install the kit by professionals (which I assumed they were being an Acura dealer).

It takes time for the glue to cure, I agree. That's why they already kept my car for the installation starting noon, then overnight and until the next day at 6pm when I went to pick up the car. I think that's sufficient time is it not?


BTW you should have stuck to your guns and refuse to sign off on the order.. now the car has left the dealership, your negotiation power and legal standing have been weakened. As with anything check the work before you sign off on anything (no matter it is a Ferrari or Kia dealership).

I agree, I shouldn't have left the lot with my car. I'm too soft when it comes to dealing with these sort of things. I did tell the service rep that I saw issues with the front lip when I picked up the car that night. She assured me I can come back Mon-Fri to speak with the technician on the issue. You are right though, I should have refused to pay until it is resolved.

[godwin]

Really? Acura only charges $80 for shop price? That's much lower than even 3rd party shops. Where $230/(2.5*1.15).

It's about 2.5 hours of shop time according to parts associate when he quoted me the price. It doesn't take more than that to properly install the kit by professionals (which I assumed they were being an Acura dealer).

[Pally777]

Really? Acura only charges $80 for shop price? That's much lower than even 3rd party shops. Where $230/(2.5*1.15).

They either gave me a discount on their install price or their hourly labour's been dropped.

Regardless of price. If they say they'll install it, it needs to be done properly. That's the issue I have with them. If they can't do it properly for the price they quoted me on, then don't quote me that price. Simple business.

[Pally777]

Actually, I forgot to add to my story about how they didn't even pack my stock side skirts into my car nor did they notify me that I have these parts left over from the install.

They kept it in the shop. Probably hoping I wouldn't know. I only got them back when I requested for them. I think I'm still missing some fog light covers that fit on my bumper that were removed for the new front lip.

[shenmecar]

lol richmond acura is a joke.

I went in to ask for a quote for a new side mirror on an MDX. The dude quote me 350. I said ill come back to buy it another time.

When i go back 2 days later with a friend who works at a bodyshop (to get some discount), the dude at acura said its 450. Im going wtf?! Of course that first guy I spoke to is off that day so I couldn't speak with him. This other guy said the first guy probably checked the price for a RDX instead.

So my friend and I made a scene and this second guy lowered the price to 300-ish.

[Z3guy]

the best way to payback Richmond Acura is to take your biz elsewhere. When I leased my TL there back in 2005, the sales mgr was the biggest cock I have ever met...some asian dude who wishes he was white...what a douche....he actually said to me....fuck you, if you don't want it, I have lots of customers who are waiting for your car.....

[bomboi1]

i wouldnt even get into my super long story

Richmond Acura crashed my brand new car nuff said

[Not really racist!]

^ elaborate!!

[ivanz]

Yeah that place is horrible. Was looking at a new TL and the guy said he wouldn't negotiate on the price until I put down a deposit to "make sure I was serious." I just said "no" and left. I would have bought it had the right price been reached, but their arrogant attitude ensured they didn't.

[bomboi1]

^ elaborate!!

dont really wanna get into it as it would take me an hr to type everything out

but the jist of it is that

i bought a brand new car from Richmond Acura

bought it back for service 3 months later

and came back out with 3 grand worth of damage to my car

[FI-Z33]

i've consistently had not so great service from all dealers in richmond. vancouver dealers usually have been great accross different brands.

^ +1

UGH signature mazda is a bitch..bro lookn for a new car and wanted to test drive the mx-5..the dealer said no, can't test drive..its not like we don't have the money for it == anyways, well we then asked him if we can just look at the inside of the car..
he took out the key and he couldnt open the doors cus the remote battery died..OKAY..btw..when you walk inside, NO ONE comes to greet you or help you, they ignore you pretending they are busy

[kookoobird88]

ill never forget my experience at richmond acura. my battery got disconnected for the first time and i didnt have the code for the radio. went ona few forums and they said u need the serial number and they can retrieve it. i get the code and go to richmond acura ( thats where the car was bought) tell them my situation. the guys like "oh we cant get the code ur cars to old, i also have a dentist appointment come back later when im not busy" i was like wtf service is this. go to burrard acura they get the code in 5 min

[dimdiu]

On a side note, if you ever go back to Richmond Acura, I recommend you deal with the non-chinese (I'm chinese). Don't even go talk to the service advisor named Teresa. Most of them are turds and they think they are better than you. I've so far had excellent experience with the service advisor name Dave? I forgot his name but he is the only caucasian there.

i used to go there with my car for service with a caucasian dude, not sure if it's the same exact one u talking about, mine is an old dude with glasses, anyways my csx's wiper turns on automatically once in a while, i told that dude about it, it took him 6 HOURS to find out the goddamn problem, when he told me about it it was the wiper's motor being buggy or smth then asked me if i wanna fix it now and it took him another 2 HOURS to come back out and tell me he didn't have the parts and come back in another time...he wasted 8 hours of my life

not to mention whenever i do service with him, it's always 5 hour +

richmond acura is a fail...both the sales department and service department

[PiuYi]

^ i did that over the phone with richmond honda and they got me my code in less than 5 min

but ya OP thats complete bullshit, go back and ask why nobody warned you about the warped bumper problem BEFORE the sale, if they know theres potentially problems with installing a lip on an older car (which yours isn't) they should have told you front and centre

plus, the courtesy car fiasco sounds like they gave you a customers car or something by mistake... so sketch

[dimdiu]

^ damn i should've done wat u did
but o well back then i know nothing about cars and it's my sis's car haha

[Pally777]

plus, the courtesy car fiasco sounds like they gave you a customers car or something by mistake... so sketch

To their "credit", I'm pretty sure they gave me a courtesy car. The license plate on all their courtesy TSXes are "Acura1", "Acura2", etc...

I think they just couldn't sell them, so they made them into courtesy cars. It had less than 5,000km on them.

[tofu1413]

^ i did that over the phone with richmond honda and they got me my code in less than 5 min

but ya OP thats complete bullshit, go back and ask why nobody warned you about the warped bumper problem BEFORE the sale, if they know theres potentially problems with installing a lip on an older car (which yours isn't) they should have told you front and centre

plus, the courtesy car fiasco sounds like they gave you a customers car or something by mistake... so sketch

+1 to 5min for code. same issue, went to burrard acura and it took them five mins.

[syee]

Richmond Acura shop rate is $110/hr (I think someone had asked about that earlier in the thread)

As for radio code, they print it on every invoice they give me for work that's done. (that's at Richmond Acura) I've never really had any problems there although all I've really had done was just scheduled oil changes.

I'm no body guy, but the fitment doesn't look that great. I'd expect something like that maybe from aftermarket non OEM parts, but not from a factory part. I'd do what everyone else is suggesting and take it up with the service manager.

[Pally777]

Well I contacted the service department manager, Martin. He seems to handle things much more professionally than the parts "manager" (I just found out he's no longer an associate) Kevin Ng.

Martin says he'll have to talk with the technician who installed it and see what his story is. However, the technician is off and Martin will be away as well. Therefore, he'll give me a call next Tuesday to see how they can resolve this.

I'm hoping Martin actually comes up with some resolution unlike Kevin who gives me an excuse and says there's nothing the dealership can do.

[Pally777]

I'm surprised by the response I got from the service manager just now over the phone (in a good way :)). He said he talked to the technician and what he decided to do is to get a new front lip in for me. Then they'll install the new lip for me. He warned me that the gap issue may still exist, but at least there won't be tape sticking out of it. It'll take about 4 days for him to get the lip in and he'll give me a call to arrange the installation.

I'm hoping this actually turns out ok... I'm a bit pessimistic after the response I got earlier from their parts manager, but the service manager is much better.

[buddy]

so, any update? it's been another week now ...

[Pally777]

Yep, got an update.

I got a call back from the service manager and he asked me to bring my car in this past Wed so they can install the new lip. I dropped the car off early morning and the service rep who helped me was really polite. I asked her if the service manager was there while she was doing the paper work for me. She said he is usually busy in the back and that she'll take care of everything. I was hoping to speak with him, but since he setup everything already I didn't think much of it. They gave me a courtesy car (09' TSX) and I was off to work.

I get a call back from the service rep around 3:30pm. She says that there is still a slight gap between the front lip and the front bumper. "The technician tried their best" she said, so I told her I'll come check it out after I get off work.

I get there around 6pm, the service rep who helped me was already gone. I get the keys from the single remaining service rep there and I stood there for a bit thinking I need to sign something. I ask "So is there something I need to sign?" and the guy tells me "Nope, we're good". I was a bit surprised, but oh well. I go outside eager to check the work. See pictures below:

http://img411.imageshack.us/img411/5191/img3371i.th.jpg (http://img411.imageshack.us/i/img3371i.jpg/)
http://img13.imageshack.us/img13/7056/img3372f.th.jpg (http://img13.imageshack.us/i/img3372f.jpg/)
http://img153.imageshack.us/img153/4770/img3374.th.jpg (http://img153.imageshack.us/i/img3374.jpg/)
http://img52.imageshack.us/img52/6049/img3373s.th.jpg (http://img52.imageshack.us/i/img3373s.jpg/)
http://img265.imageshack.us/img265/7195/img3375g.th.jpg (http://img265.imageshack.us/i/img3375g.jpg/)
http://img52.imageshack.us/img52/9476/img3376q.th.jpg (http://img52.imageshack.us/i/img3376q.jpg/)



It seems they fixed the tape issue, which isn't really hard to fix honestly if they did a proper job of the installation. There is still some slight gaps, but I guess I can't expect much. There is a somewhat bigger gap on the passenger side wheel well area. Sigh... I guess they did try since they ordered a new lip spoiler in for me and reinstalled everything.

Overall, this was a much better experience dealing with the service manager (Martin), than the excuse spewing jerk of a parts manager (Kevin). I would have liked to talk to him, but it seems he never made any time to speak with me in person. I'd still recommend against going to Richmond Acura to get any lip kits installed. In my opinion, they just don't take the time nor have the expertise or tools it seems. Also, I would personally avoid buying parts from this dealership due to the parts manager... he just doesn't give a crap about you once he makes the sale.

[Initial Kei]

Guys,

GO TO BURRARD ACURA!!!!!!!!

Ask to speak with the service manager there name Norman Lee. :thumbsup:

Norman is a stand up guy. Whatever you requested for, he will get the job done right. If it isn't done right, he will get it back in for you until you are satisfy with it. This guy never make any empty promises.

In fact he is so good at what he does, my family will only buy the brand of manufacturer that he works at. Not once but twice!

You should bring your car to him, tell him about your experience with Richmond Acura, and I am 100% positive you will come back out with a smile on your face.

Tell him that his cousin refer any of you to him. All the people that I know of that goes to Burrard Acura will only say positive things about Norman. Norman doesn't take no for an answer and he service all his clients with the best. This guy is DA SHIT and I highly recommend him to anyone.

:thumbsup::thumbsup::thumbsup::thumbsup::thumbsup:

[Leopold Stotch]

Guys,

GO TO BURRARD ACURA!!!!!!!!

Ask to speak with the service manager there name Norman Lee. :thumbsup:

Norman is a stand up guy. Whatever you requested for, he will get the job done right. If it isn't done right, he will get it back in for you until you are satisfy with it. This guy never make any empty promises.

In fact he is so good at what he does, my family will only buy the brand of manufacturer that he works at. Not once but twice!

You should bring your car to him, tell him about your experience with Richmond Acura, and I am 100% positive you will come back out with a smile on your face.

Tell him that his cousin refer any of you to him. All the people that I know of that goes to Burrard Acura will only say positive things about Norman. Norman doesn't take no for an answer and he service all his clients with the best. This guy is DA SHIT and I highly recommend him to anyone.

:thumbsup::thumbsup::thumbsup::thumbsup::thumbsup:

That's pretty funny that you mentioned that your family will follow him to whichever dealership he goes to and then mention that he'll do fix any issues that comes up and you end off by implying you guys are cousins.

I mean. I just find that comical
Posted via RS Mobile (http://www.revscene.net/forums/announcement.php?a=228)

[AWDTurboLuvr]

Is this the same Norman that used to work at Richmond Audi? He was a pretty good guy to deal with.

[buddy]

Guys,

GO TO BURRARD ACURA!!!!!!!!

... in fact he is so good at what he does, my family will only buy the brand of manufacturer that he works at...

... Tell him that his cousin refer any of you to him.

:thumbsup::thumbsup::thumbsup::thumbsup::thumbsup:

lol

[sahota_187]

had nice service back in 04 when i got my truck

[boogabooga]

Wouldnt bring my car back for service ever!