Fountain Acura

🚨 Urgent Attention Required: Fountain Acura Fails to Address Known, Safety-Critical Issues on RDX 🚨 To: Kyle, General Manager / Louis King (or Owner/Executive Leadership) I am writing to express my profound disappointment and alarm regarding the recent service experience at Fountain Acura. My visit for service on my Acura RDX, which presented with two widely known and documented issues—a Limp Mode cycling error and rear brake squealing—was handled with shocking disregard for both my safety and verifiable Acura Technical Service Bulletins (TSBs). My vehicle was held for four days for diagnostic work. The eventual outcome, communicated by my Service Advisor, Eric, was a complete failure to diagnose or acknowledge either problem: * Limp Mode Cycling (The "Christmas Tree" Dash): I was told they "could not recreate the cycling issue" and "have never heard of this issue before." * Rear Brake Squeal (Low Speed in Reverse): I was told the brakes were "good" and the issue would "repair itself after a while." The only service performed was an oil change. A Failure to Acknowledge Known Issues (TSB & Safety) Immediately following this unsatisfactory service, I conducted a simple online search. What I discovered is that both issues are well-known to the Acura corporate network, which directly contradicts the information provided by your service department: * Brake Squeal: This is explicitly covered by Acura Technical Service Bulletin (TSB #19-053, revised) for the 2019–2024 RDX. The TSB identifies the cause (lack of dampening) and dictates the precise repair: replacement of the rear brake pads and shims using a special grease (ATE Plastilube). To advise a customer that a known, TSB-covered defect will "repair itself" is not just unprofessional, it is fundamentally misleading. * Limp Mode Cycling: This is a serious, known issue often tied to a single component failure (like a weak battery, faulty sensor, or boost issue) which triggers the emergency "limp mode" and a cascade of system warnings. The correct procedure is to use an OBD-II scanner to read the specific Diagnostic Trouble Codes (DTCs), which point to the root cause. A competent Acura dealership should be fully aware of this safety-critical diagnostic process. Escalation and Complete Lack of Follow-Up My concern escalated from mechanical failure to a failure in customer management when I attempted to resolve this: * I contacted Honda Corporate, who assured me that General Manager Kyle would call me back. He never did. * The following day, a staff member from Fountain Acura called about my service experience. I reiterated that I was waiting for Kyle, and she promised to follow up. There was no follow-up. * I called back and asked for the contact information for Louis King (for further escalation). Joanna placed me on hold for four minutes only to return and say she would have to call me back with the number. This is a common tactic used to delay and dismiss a customer's request to escalate. I have still not received that call. It is clear that I am being deliberately ignored by the management team at Fountain Acura. This pattern suggests a culture where serious mechanical issues are dismissed and customer concerns are actively avoided. I demand an immediate, personal response from the General Manager or the Owner to explain why my service was handled in direct contradiction to official Acura repair procedures and why my multiple attempts to escalate this to management have been stonewalled. As a customer, a fountain actor for over 20 years and eight vehicles purchased I feel like my loyalty deserve deserves me the ability to get a response and resolution.

We have to redo the contract due to the mistake and pay more than the offer. The incentive rebates were lower than the advertising costs.

Fazika, Harry, and Kyle are the worst. It's a long story, but my advice is dont believe anything they tell you and check your contract before signing it. They added me 8k to my contract without telling me anything. Be very careful at this dealership or better go somewhere else…