2018 Acura TLX Advanced model. Has AcuraLink concierge and emergency service. Last month the car started calling Acura with an SOS all on it's own! Scared my wife half to death as she's driving down the road and all of the sudden the map freezes with 10 digit grid coordinates of the car and sending it to who knows who then the voice comes over the speaker, "Are you OK?" I'm sure this would be welcome if she was half conscious in a ditch on the side of the road but driving along minding her own business this is crazy. It's happened about six times now (we can't be sure because we asked Acura for a call log more than two weeks ago and still waiting...well past their promised 10 days). It's happened to me too. And one time the car was sitting in the driveway and called SOS all by itself. Since no one answered the call they dispatched the New York State Troopers.
Again, had we been dead this would have been good. Instead one of the poor troopers slipped and fell on the ice on covering the front yard on his way to the door bell. Acura Client Relations seems to care less about this other than telling me that if I think it's unsafe to take it to the dealer. They won't help me get that call list to take to the dealer. To top it off Acura Client Relations person tells me they spoke with the dealer service manager at least three times. The service manager tells me he has never spoken with them. One of them is lying. When I asked for a supervisor at Acura Client Relations it was clear why they are the worst client relations persons in the auto industry. The supervisor just made it all much worse. She reassigned me to a different case manager. That was three days ago. I guess my concern just isn't important.
Update from Feb 28, 2019: On January 24, 2019 I asked in writing to AcuraLink Services for the call logs between my car and them. They told me it would be 10 days. I had Acura Client Relations send my request to them. Again more than 10 days pass and no logs. After more than a month I'm still without the logs. I asked Acura Client Relations for the AcuraLink physical address so I could file a BBB complaint against them. After almost two weeks Acura Client Relations gave me their phone number!!! My own research revealed that AcuraLink is owned by American Honda/Acura. Previous BBB complaint resulted in being closed as UNRESOLVED as Acura did not answer the BBB. This is very typical of the worst customer relations department I have ever experienced during more than 40 years of being a consumer.
2018 Acura TLX Advanced model. Has AcuraLink concierge and emergency service. Last month the car started calling Acura with an SOS all on it's own! Scared my wife half to death as she's driving down the road and all of the sudden the map freezes with 10 digit grid coordinates of the car and sending it to who knows who then the voice comes over the speaker, "Are you OK?" I'm sure this would be welcome if she was half conscious in a ditch on the side of the road but driving along minding her own business this is crazy. It's happened about six times now (we can't be sure because we asked Acura for a call log more than two weeks ago and still waiting...well past their promised 10 days). It's happened to me too. And one time the car was sitting in the driveway and called SOS all by itself. Since no one answered the call they dispatched the New York State Troopers.
Again, had we been dead this would have been good. Instead one of the poor troopers slipped and fell on the ice on covering the front yard on his way to the door bell. Acura Client Relations seems to care less about this other than telling me that if I think it's unsafe to take it to the dealer. They won't help me get that call list to take to the dealer. To top it off Acura Client Relations person tells me they spoke with the dealer service manager at least three times. The service manager tells me he has never spoken with them. One of them is lying. When I asked for a supervisor at Acura Client Relations it was clear why they are the worst client relations persons in the auto industry. The supervisor just made it all much worse. She reassigned me to a different case manager. That was three days ago. I guess my concern just isn't important.
Update from Feb 28, 2019: On January 24, 2019 I asked in writing to AcuraLink Services for the call logs between my car and them. They told me it would be 10 days. I had Acura Client Relations send my request to them. Again more than 10 days pass and no logs. After more than a month I'm still without the logs. I asked Acura Client Relations for the AcuraLink physical address so I could file a BBB complaint against them. After almost two weeks Acura Client Relations gave me their phone number!!! My own research revealed that AcuraLink is owned by American Honda/Acura. Previous BBB complaint resulted in being closed as UNRESOLVED as Acura did not answer the BBB. This is very typical of the worst customer relations department I have ever experienced during more than 40 years of being a consumer.
- Jack C., Monroe, US