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Review content:
Updated Feb 2014\r
Follow up on the paint chip affair. The service people tried valiantly to claim the chip/scratch was 'dirt' before accepting it was an actual paint defect. Then they said it would take a few days to repaint properly. Vehicle was returned after 1 day - not few days. Scratch was hand painted over by the little touch up bottle you buy from dealer. When asked, we were told it would be difficult to reproduce a 'multi-layer' paint from the manufacturer. When asked for a written guarantee that if it rusted down the road, it would be covered by the dealership, they said it will be sent in the mail. In the mean time, Acura surveyed my wife, who gave 4/5 star for the experience. That got the dealer's attention. They asked us not to fill out the formal survey, which my wife honored their request. Needless to say, the written document never came. My follow up email was never answered.\r
It is difficult to attribute the fault to a responsible party at this dealership. The bottom line is we ended up with a scratch on a brand new purchase vehicle, with lots of enthusiastic lip service, but no substantive support. I am cynical about the affair - whether this is an internal fight between their service people and the sale people, or just kabuki theater for their own amusement at our expense we will never know. It is interesting that the sale people were in a frenzy after my wife's interaction with Acura surveyor, but that 'we can do better' intensity vaporized just as suddenly - I suspect after the period of survey expired. From my standpoint, if this paint job, a superficial repair would not merit even a limited commitment/warranty from this dealership, would you trust them with something more complex - say a break job?\r
I thought about completing that survey from Acura or file a formal BBB grievance, but my wife does not wish to make trouble. I am still tempted to test Acura's commitment to customer's satisfaction, but then you already know what clients like us will do.\r
My rating would be competitive pricing, but terrible service/support. Draw your own conclusion.\r
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Jan 2014\r
Spectacular experience. Was shopping for a suv capable of carrying 3 car seats in single row. I thought an RDX would fit, but wasn't (2 booster and 1 regular). Adam Greene was very helpful, and pointed us in the direction of an MDX, which turned out to be just a tight fit. I query quotes through truecar and they matched the best quote without any reservation. We ended up with our new car in about 4 hours. There was a mixed up in zip code and therefore tax/total price, but they fixed it internally without a hitch.\r
We garage our new car, and I was detailing it for my wife to come to work when I noticed there was a scratch along the frame where it border the front hood. We brought the car back to the dealership, and they promise to fix the scratch without any argument. We're told there might be issue with quality assurance from Acura due to the rush to put these cars out for sale. I am impressed with Acura's commitment to customer service/care after the point of sale. We are first time Acura owner, and are happy with sale and customer service from Metro Acura. Hope you find and enjoy the same experience.
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