We have been a 1 dealer town up until a year ago. New dealer came in and provided me pretty good service, replaced my rotors and pads free too on my 1st CLS. But my last 2 visits have not been very good. Last time the worker turned on my radio and had the CD blasting pretty loud. I reported it to the service guy, I was not mad but just concerned about it. IAt the other dealer a worker had my Legend radio up so loud once that when I got in it to go home the radio came on super loud and the speakers were rattling.
I also asked them not to wash my car, but they did. The guy told me I would be getting a customer service questionaire in the mail I could report it on,... never got it.

Went back to get my headlight fixed, was leaking. said they'd have to order the part and would call me in 2-3 days. Never called, so I tried to call them all day, and could only get voice mail. I left a message and never got a call back.

looks like this 'new' dealer has resorted back to the service I've been used to from Acura over the years. too bad. I'm gonna call again and get a mgr. Hate to go back to the other dealer, they were worse.

 

fookin texas acura dealerships suck balls!!!!!

sidemarker

 

So sad

Despite these horror stories, there are some excellent service departments out there.

 

you are just lucky you have tischer steve, cause radley and pohanka suck in nova...

 

I think that part of the service problem is that there aren't enough good techs to go around. It's easy to understand, when you pay a tech 12-20 an hour but charge the customer 65 an hour. Just doesn't seem fair, so alot of the better techs either start their own shops or go somewhere where the pay is better.

Another thing is that alot of these techs get paid by the job. If the book rate is 4 hours for a job and they can get it done in 2 hours they can make some decent money... If the job takes them 6 hours, they feel like they are loosing money. I really don't like the idea where the mechanic is rushing to get the job done, and might miss a few details.

I wish that PAA (Park Ave. Acura) would "teach" other service departments how to run a successful service dept. that gets praise from so many people here.

My Helms manual shipped yesterday, so I can honestly say that I'm tired of the service department at Inskip Acura in RI. They try hard, but manage to screw up anyways. I had them do the 22.5K service (rotate tires and oil change) and ended up changing the brake pads too. They didn't rotate the tires, so I wonder if they even changed the oil

When they adjusted my parking brake at 15K miles, they must have taken the easy/quick way out and adjusted it with the fine adjustment in the console (in stead of the coarse adj. in the rear), 7.5K miles later, they had to replace my rear pads (under warrentee) because "rust" had caused them to wear down to 2mm. Not only did they screw up the adjustment and didn't check to see if the rears were dragging, but they lied to me too.

It's not like I'm totally clueless about cars. I had 136K miles on my last cars rear brakes w/o a pad change (did the front pads at ~65k, and replaced the front rotors and pads myself at ~125k). Rear brake pads dont wear out in 7.5K miles because of rust "hanging up the pads".

First Acura in Seekonk MA is opening up on Oct. 12th, so I'll probably give them a try (if their prices and loaners are good), but I'm really disappointed in the servicing of my Acura by the dealership.

 

My problem is with the customer service as much as the "technical" service.

The dealerships around northern virginia just flat out don't seem to care, they will suck you off to buy the car and then they couldn't give a shit less when you bring it back, I have tried the two largest dealers around here and they just can't seem to:

Call me back within a reasonable time (whether initially or when they have my car for more than a day with no reason given)

Have loaners available for scheduled appointments

Have parts in stock when they realize the problem

Get my car back in a reasonable time (obviously related to ^)

And every trip seems to require a subsequent trip to fix something that was additionally messed up on the initial visit... which really drives me crazy (hit a wall with rear bumper, left me with a flat, didn't put valve stem caps on any tires, put wrong headlight color in, argggghh!)

This kind of stuff doesn't require trained techs, but people with reasonable sense to get the organization of the whole department correct.


As much as I hate to say it, my trips to the infiniti dealer with other friends seem to yield much better results... but I know the grass is always greener, except this time I think it really is.

 

$65 an hour? My dealer gets $95 an hour, needless to say I'd never do non-warranty service with a dealer.

 

the poor service isn't localized. it's all over. it's simply a result of the majority of customer's willingness to accept poor service. it generally doesn't pay to whine to the service writer or service manager. i find that the only thing that works is filing complaints with the consumer complaint division of the state attorney general's office. why i have to resort to this for simple car repairs is beyond me. but it's the only way i can get satisfactory service. from anywhere.

good luck.

 

I know, i'm spoiled

 

What about the Acura corporate complaint office? Does it help to let them know about a dealer's service? I thought the service mgr would take care of it or at least respond, but "I'll call you back in 10 minutes", is now over 24 hours. I guess I'll move up the chain there to the general mgr, what a hassle and time waster.

 

going up the chain in the dealership doesnt seem to help (from what i have found) stick to the one guy and try to get them to turn it around, otherwise they seem to get pissed off, which makes sense

 

Must be dumb luck, but I usually dont have any of these problems at Pohanka. I've heard some horror stories about them ... but I've taken my car there 3 or 4 times and the biggest problem I had was they lost one of my lock lug nuts and when I complained, they gave me a whole new set.

That said, maybe I have more patience than others ... because I'm never in a rush to get my car back, I always enjoy driving the loaner cars (I've gotten an Acura every time though).

All of my mods were installed there too ... and not only did they do a great job installing them, but I've never heard anything like "we can't honor the warranty because your car is modded".

Obviously Tischer is great as well ... but considering Pohanka is the closest dealer to me, I'm pretty satisfied with them.

If you try to go back to Pohanka, make sure you ask for Jerry Soriano. He's definitely the best service advisor there, and he's mod friendly.

 

If they get pissed off that's their problem. How many phone calls do I have to make and how many messages do I have to leave to get a response from them, it's ridiculous. I was there in person when I first got the ok to do the work. I would go back to the other dealer here, but I'm not that much of a masochist...yet.

I wasn't even gonna ask for a loaner at all, don't care about it. just want my car fixed. I don't even mind waiting there for one or 2 hours, which I've done before. I'm not abusing them, and have been polite and waiting.