Tips on Buying Cars: Car Return Policies, bad customer service, 2008 mdx

Question
QUESTION: I bought a new 2008 MDX for my wife and it was delivered to our house.  Very cold out so did a quick walk around and the car was somewhat dirty. Washed the car a couple days later and found small scratch / chip on rear door.  Dealer said they would take care of it but would need to paint the whole side of car for matching purposes.  Question, can a car be returned to get a new one without blemishes.  This is leased and papers signed.  About 7 days old now.

DAN

ANSWER: Dan,

Thanks for your question.  I am not sure what state you are in, so the laws may be different.  7 days is a long time to go back to a dealer and return a vehicle.  How quickly after the sale did you notify them that the car had a scratch?  If it was within a reasonable time period, then I think that they SHOULD take the car back and give you a new one.  However in most states it is up to their discretion.  Now, the interesting part is, is that you never drove the vehicle off their lot.  They delivered the vehicle to you, which would in turn mean that most states have a 72 hour return policy if they come to you, not if you go to them.  In your case they took the vehicle to you therefore that return policy might apply.  The bad news is that you are out of that 72 hour period.  

The only suggestion that I have for you is to call the General Manager of the dealership that you purchased your vehicle at.  Most Acura stores are VERY customer service oriented.  Simply explain to him/her that you purchased a NEW vehicle and you want a NEW vehicle without having to re-paint the vehicle.  Explain to him that you don't want to back out all together, you simply want another vehicle that the exact same and that doesn't have a scratch/chip on it.  More than likely they will accommodate you.  Most dealers do not wish to get a bad customer service rating from the survey that the Manufacturer gives you as the customer, so they will do whatever they can to make it right.  

If that doesn't work, then I would call Acura Customer Service and explain the situation to them.  Acura has a complaint resolution line that you can call and they will make the dealer respond to you and help you resolve your problem.  

If neither of those items work, call the Better Business Bureau.  They will help you as well.

In all actuality there isn't much that you can do 7 days after the fact.  However, the dealership, and Acura want to make sure that you are a happy customer and most dealerships will do anything within reason, and what you are requesting is defiantly within reason, to make sure that you are happy.

Let me know what the resolution of this is, because I am curious as to how the dealership will handle it for you, and based on their response I can help you further, but that is the first step I would take is to call the General Manager.

I hope this helped you.  Please let me know how this ends.  I am very interested to see if dealerships are holding true to their promise to take care of the customer more.

Thanks again.

Jeremy

---------- FOLLOW-UP ----------

QUESTION: Jeremy:

I did talk to the General Manager who seems to be a pretty good guy.  They acutally got the vehicle from another dealer as a trade so he doesn't believe they would admit the scratch / chip was there.  So my dealer says their body shop is really good and I won't even notice anything. Of course I will know myself but maybe i have to live with this.  I will have it back next week.  They are doing what I think is in reason but there was never an admission that they did it.  I just know because they detailed and put a protection sealant over the sratch.  Next time I will insist that I spend more time going over the car.  Normally I do.  Thanks for the info.  It really helps.  They may even paint the front black bumpers to color code to the rest of the car like many MDX owners are doing.  So, I think they are trying to help.

Also, I tried for 5 months here in Michigan to get a Steel Blue Ent./ Tech Sport model.  Impossible here in Michigan so went without the Sport model.  Still bummed but my wife doesn't care so much about the sport model.

DAN

Answer
Dan,

I am glad everything seemed to work out for you.  It sounds like you are dealing with a dealership that actually is trying and cares about their customers.  Its nice to know that there are more and more of those dealerships out there.  You may not always get exactly what you want, but if they fix it and fix it right and seem like they are trying then you have won.  Buying a vehicle is a give and take and it always works out best when you give a little, and they give a little.  I am glad it worked out for you.  If you have any other questions, or need any other help, please don't hesitate to write me.

Thanks again,

Jeremy Beck