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Businiess name:
Karen Radley Acura
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Review by:
citysearch c.
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Review content:
I have been disappointed here on several occasions. As a final promise for the purchase of my Acura TL I was granted two simple things...the first being that I could get a second car key and the second being that they would fix the inside light. At the time the service department was closed so I could return on a later date at my convenience.
I returned ?4 months later as it is a 2 hr drive round trip and I do not have much free time. I told the service gentleman when I dropped off my car that I was there for my second key to be made and to get a servicing, as my first maintenance was due. I also decided to get a tire fixed while I was there and figured I would kill a couple birds with one stone. During the week I left my car there I sent an email to the service department to tell them what I was needing. Also, I talked to my assigned service person and reiterated my original requests and received and overall quote.
Upon returning late Saturday to pick up my car I discovered that they did not make my second key or fix the inside light (the only two reasons I originally went there). Also, I discovered that the quote I was given over the phone was grossly misleading and my actual bill was almost double what I was told. At the office I was upset and made a request with both the secretary and my original salesman Rudy to contact me when the service department opened Monday. I paid my bill and had to leave as it was an hour back home and I could not leave my car again. Upon returning home I realized that the inside of my trunk covering the spare tire was missing.
After waiting a week without any contact from the service department or anyone I received an automated email to describe my experience. I told them what had happened and how I was disappointed at my original request not being made as well as the misleading quote. I sent an email to both the sales and service department as well as left a message in the office. Shortly after I received calls from 2 people and I told them my story and they assured me they would be sorting it out and contacting me. After receiving no response for another week I contacted them and reiterated my experience with the service department and the customer service department. Very promptly after I did receive a call from an individual Jimmy who said he would be taking care of me and assured me that he would contact me shortly and resolve this.
3 days later I decided to call again to check on what was happening. I was then told that they were sorry that the quote was misleading and it is something they are working on. I also was told that they would be unable to even give me the promised second key or inside lightbulb that Rudy promised me because it was after 30 days that I brought my car in. Also, I was notified that they did a check in the garage for the cover in my trunk and found nothing. As to why they never took the initiative to call me and let me know first I am unsure.
Overall my experience with both the sales department and service department was very disappointing. After spending 22K on a car and hundreds on an overpriced servicing/repair I would assume that I would be treated more as a valued customer. I gave them the chance for my business of frequent servicing and referrals of friends; however, as of now I would not recommend ANYONE going to either department. The sales department has shown me that they only care about making the sale and not customer service after the car leaves the lot. Also, the service department has shown me that they are disorganized and only care about making money. Ironically when I talked to my original service representative about how I felt his original quote was already a bit steep he told me in response ""it's a money making industry."" I completely agree with his statement now as I was not only made false promises, but I was not even prioritized when I gave them multiple chances to correct their mistakes.
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