NHTSA Complaint #11667009 — 2017 ACURA MDX

Phone: [XXX] VIN: [XXX] Vehicle : 2017 Acura MDX Dealership: DCH Montclair Acura, Bloomfield NJ 07103 Warranty: Extended Warranty Active Previous Case No: [XXX] Subject : Formal Complaint-Dashboard Errors and Inadequate Warranty Support Dear Acura Client Relations, I am writing to formally file a complaint regarding ongoing dashboard error messages in my 2017 Acura MDX and the poor handling of the situation by both your Customer service and DCH Montclair Acura in Bloomfield, NJ. The errors occur intermittently during my work commute. When I contacted customer service, I was told by Case Manager (Andrew) on [XXX] @ [XXX] pm that nothing could be done unless I brought the vehicle in while the warning lights were actively on. This is unrealistic and dismissive. It is not always possible or safe to divert immediately to a dealership and I do not believe that Acura expects its customers to drive around hoping a warning light stays on long enough to be seen by a technician. I understand that modern vehicles like the MDX store fault codes even after warning lights disappear. That Is the purpose of diagnostic equipment. Denying a warranty repair based on whether a technician witnessed an error live undermines the value of the extended warranty i paid for raises serious concerns about safety and accountability. I plan to visit DCH Montclair and attempt to schedule an appointment in advance. I expect a full diagnostic scan to be performed, with no fee applied unless the issue is clearly outside of warranty. I am requesting the following: A complete diagnostic of stored fault codes, regardless of whether the dashboard errors are active at the time of service. Full written documentation of the findings and action taken A clear explanation of any charges and why they would apply under my extended warranty. If this matter is not resolved appropriately, I will escalate it through the BBB INFORMATION REDACTED PURSUANT TO THE FREEDOM OF INFORMATION ACT (FOIA), 5 U.S.C. 552(B)(6)