AutoNation

Date: 01/22/2020

Michael Mitiku
1033 Carbondale Way
Gambrills, MD 21054

Auto Nation
Audi Hunt Valley
9800 York Rd
Cockeysville, MD 21030

RE: Requesting to receive the right maintenance service

Dear Managers,

I don't want to be convinced that the complaints I encountered about Auto Nation are true. The poor service I received from Kevin Quinn could be of two reasons: I either fall on the hands of a dishonest person unfortunately or got an Auto Nation's business as usual. My first impression at your dealership was impressive: thanks to the sales team Scott and Banchi. They were very professional and held pleasant conversations throughout the deal. I appreciate their accommodation as well. For their service, I thought of considering a second vehicle at a moment but I held back when I see some broken professionalism among some your employees.

My transaction was done on a Saturday evening on 01/11/2020. Your personals explained that Auto Nation is serious about inspection and safety. And that all the vehicles will go through rigorous checkups to make sure good condition before they were out for the market. This was not the case on my Acura. Therefore, I showed up on your next business day, which is Monday, seeking a solution.

My first major disappointment was to noticed a crack/puncture on the 2012 MDX windshield after I left the dealership and to receive the worst customer treatment towards solving the problem. The maintenance report in my package provided mentioned the windshield had two repairs. No details listed and Kevin said he didn't know what the repairs were. I doubt if he didn't but he promised to find out by next morning, Tuesday 01/14/2020, and would update me the latest by 10am. No phone call until I did around noon. It was good that he answered the phone later. He said the windshield needed to be replaced because it was broken at two locations.

Both locations were on the driver side and repairs were done. What kind of repairs really? This is unanswered question yet. I didn't dwell much on the question since the windshield was going to be replaced. However, an attempt to sell the car with a faulty windshield is unacceptable. I wonder how an Auto Nation rigorous safety checkup can let go such a serious safety hazard. Kevin initially proposed to chip-in my broken windshield instead of replacing it. Does Auto Nation accept chipping-in as an approved repair? Is this a normal service practice at the facility? I will never agree for such a repair.

Kevin ordered an aftermarket windshield for the replacement, probably the cheapest that could ever be found in the market. The replacement should have been in-kind. I discussed about the matter with Kevin but he said he doesn't know what I'm talking about: such a disrespectful response. He continued acting like he doesn't know about original parts are. It is sickening to get such an attitude from a manager. He very well understands how the value of my car degraded by putting in an aftermarket product. The replacement was done regardless; however, Kevin could be courteous enough to at least order the service at my address rather than dragging me about 40 miles just for a windshield replacement. This made things worse. It was difficult to further discuss the matter with his customer awareness.

My second major disappointment was to get two defective car keys. Auto Nation advertised two keys for the vehicle; therefore, it is expected for both keys to function normally. Both are broken and barely works. This was never disclosed. The first key appeared to work okay until I found out the folding key teeth stacks in the remote. It requires a tool to pull it out; therefore, I must leave it unfolded. The second key was worse. The only thing that worked right was the key teeth. No wondered why Kevin didn't want to hand it over until day 5. I understood from my conversation with your employees that there were specific drawers to keep car keys. Why did it take 5 days to find my other key then? It seemed there was a purpose to keep the key aside until the deal was done since the second key was in unacceptable condition.

Convince me the opposite to the complaints I encountered. Prove me things that went off unnoticed can be corrected in a good time. I deserve to receive your best business practice and hence demand original (Acura brand) windshield and keys replacement. I will follow up until the right service is provided. Hoping to hear back from you ASAP. Email would be the best way to reach me ([protected]@gmail.com).

Sincerely,

Michael Mitiku