Continental Acura of Naperville

I needed to get my 2004 MDX detailed so I decided to take it to Continental Acura to have it done so I knew it would be done right. Wow, was I wrong! I dropped off my vehicle on Dec 1, 2011 and went to pick it up on Dec 3, 2011. When I got into my vehicle I looked to my right and my passenger seat bottom had 2 huge tears/rips in it. I immediately got out of my MDX and went to the cashier. I was shaking and explained they were not there when I dropped it off. She really did not know what to do so I asked for the manager. Henry, the Sales Manager came out and assessed the damage. He told me to stay in the loaner and to talk with Darren, the Service Manager, on Monday and he would take care of it to not worry. Henry told me that he is leaving a note for Darren to call me first thing on Monday. I started getting anxious when it was almost 11 AM on Monday and I had not heard from Darren. I called Darren and he said they are not fixing the seats as they were like that when it came in. I told him that is amazing because I had 7 people in my car the day before it was dropped off that saw the seats and they were not like that. I then said I would file a claim, he stated I should and I told him not with my insurance company but with theirs. The vehicle was in their care, custody, and control and they should be held liable. He then said that he wants his car back and to come pick mine up. I was fuming at this point. I took a coworker with me to pick up the MDX that saw the vehicle the day prior and had been in the vehicle many times. We arrived and they tried to actually make me pay for the services when they had ripped/tore my leather seats. I told Darren I am not paying because I am worse off now than what I was before I dropped off the vehicle. He stated the vehicle looked better. I could not believe what I was hearing. I said I refuse to pay, he stated he would call the police. I was in disbelief; we own 2 Acuras that are both serviced there. Why would I try to state this happened this time as opposed to the many other times I was in there? It makes no sense. I was done with Darren; I asked to speak with the GM. Tony, the GM came out and looked at the seats, waived the bill and then said he would call around and see if he can get other seats to swap from another MDX. He said well, it is a 2004 so the seats are just worn. Once again, my seats were not torn when I went in. There was one small snag in my seat that I showed him and stated it was there before I dropped the vehicle off. Why would I be forth coming about that but not the other huge tears...it makes no sense. I told him I will give him until Friday to get the seats. He promised he would call me later that day and let me know what he was going to do. He did and he said he is currently looking for more seats and appreciated me giving him until Friday. He stated on Friday he will call me. I never got a call. On Tuesday the following week I was sick of dealing with Continental. I called Sentry, their insurance company. Darren had set up a claim and told Sentry they were not paying. The adjuster told me immediately without even seeing pictures or talking to any of my 7 witnesses that they will not be paying a dime on this claim. I have not heard from Continental since and it is now Dec 31. My seats are still torn. I went to McGrath Acura today with my other Acura to get an oil change and told the service advisor and he said he wants to see the seats and will try to help out.

I have also sent a letter about my experience to the CFO of Continental and never received a response. I have now filed a BBB complaint, a Department of Insurance complaint on Sentry, and a complaint with Acura.

Take pictures of your vehicle before you take it in for service because they will never admit to doing any damage to your vehicle. I learned the hard way.