Not great dealer experience / survey
02-22-2007, 06:25 AM
#1
No more Infinitis for me
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Not great dealer experience / survey
My car will be 2 months old next week. The day after I got it, the salesman I got it from left the dealership. I have never had one call from the dealership or any communication from Acura at all, i.e. survey, except for the finance manager's call that they made a mistake in running my credit card and I owed another $400 (I agreed and faxed them the info). Not so much as even a "got it, thanks" after that as well.
I got an email from the guy that took my salesman's place that he saw I was interested in a TL and they pride themselves on customer service, blah blah blah, and to please let him know if he can help me with my new car selection.
I replied that I had gotten the car 2 weeks earlier. No reply from him. I emailed him a couple of times, about my tag, Navi questions (I took delivery of the car at 10pm and had no time for "in depth" training). No replies at all.
Made several more phone calls, left messages, no one ever called me back.
I figured I would have the opportunity to vent all this when the survey came from Acura, but nothing ever came.
I love the car but am dissapointed with the dealer network in South Florida.
Is business that good that they have no foresight into the next time I am ready?
I got an email from the guy that took my salesman's place that he saw I was interested in a TL and they pride themselves on customer service, blah blah blah, and to please let him know if he can help me with my new car selection.
I replied that I had gotten the car 2 weeks earlier. No reply from him. I emailed him a couple of times, about my tag, Navi questions (I took delivery of the car at 10pm and had no time for "in depth" training). No replies at all.
Made several more phone calls, left messages, no one ever called me back.
I figured I would have the opportunity to vent all this when the survey came from Acura, but nothing ever came.
I love the car but am dissapointed with the dealer network in South Florida.
Is business that good that they have no foresight into the next time I am ready?
02-22-2007, 07:07 AM
#2
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where did you buy your TL from? I got mine from acura of sf. they were pretty good imho. sorry to hear about your bad experience w/ acura cust. service. that's one thing i hope acura will change across the board.
02-22-2007, 07:14 AM
#3
No more Infinitis for me
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PBA... actually same owner as AofSF but a way better deal. RCA never even called me back so I drove from Hollywood to WPB. When did you get your car? Did you get a survey? I know my salesman mention "giving them all 5s" but I never got one. Another wierd thing was that I got the car 1/2/07 but the Owner's card roadside assistance delivery date says 12/29/06. No biggie, but not right... looks like they counted me as a December sale. WTFE
02-22-2007, 09:21 AM
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Southern Motors Acura of Savannah may as well be fascist. I will never take my car back to them and now am forced to drive 30 minutes away or more to the Grainger Honda dealership. They were just completely negligent and in some cases rude to me. At least they know how to change oil.
02-22-2007, 01:07 PM
#6
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iTrader: (1)
^^^ haha...yeah i got a b-day card from acura of sf as well. to the op, rick case never called me back either. i guess being the world's biggest acura dealer has its advantages???
i got my car in july of 05 and did receive a survey. the warranty on your vehicle starts from the "in-service" date. i am assuming the roadside assistance works the same way??
i got my car in july of 05 and did receive a survey. the warranty on your vehicle starts from the "in-service" date. i am assuming the roadside assistance works the same way??
02-22-2007, 01:33 PM
#7
If you did not get instructions on operating your new car when picked up- now salesman gone- GO BACK and ask Sales Manager to assist you.
Check your sales contract- the day you signed that is when they start counting from.
Not unheard of to get one last sale n for the month
Just because they made you wait for it to be "detailed" - they dont care.
COMPLAIN
If you are ever unhappy with the Service or Sales dept call Acura Customer Care
at 1-800-382-2238 x5 6a-5p pacific time
When you talk to them, an email to many levels of managers goes out- My Service Manager gets Blackberry emails as soon as surveys are completed and is on the phone asking what is wrong- how can you be made happy?.
Anything less than Perfect scores result in "heads on the chopping block"
Another thing to ask your salesman, how long have you worked here, are you going to be here next week? next month?
They play the "establish friendship- rapport with customer game" so well that some actually believe they can depend on the saleperson for many answers.
Go back and get the orientation you deserve!
Check your sales contract- the day you signed that is when they start counting from.
Not unheard of to get one last sale n for the month
Just because they made you wait for it to be "detailed" - they dont care.
COMPLAIN
If you are ever unhappy with the Service or Sales dept call Acura Customer Care
at 1-800-382-2238 x5 6a-5p pacific time
When you talk to them, an email to many levels of managers goes out- My Service Manager gets Blackberry emails as soon as surveys are completed and is on the phone asking what is wrong- how can you be made happy?.
Anything less than Perfect scores result in "heads on the chopping block"
Another thing to ask your salesman, how long have you worked here, are you going to be here next week? next month?
They play the "establish friendship- rapport with customer game" so well that some actually believe they can depend on the saleperson for many answers.
Go back and get the orientation you deserve!
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02-22-2007, 05:13 PM
#8
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Ya that is very inspiring. But the reality is is that they take your rant over the phone, give you a case number, and send you on the way. Why the heck would you want to take your car back to a dealer that gives crappy service anyway?
Funny, when I was buying the GM fluid I explained the situation to the clerk and before I finished he knew which dealer I was talking about. So how is this comforting to know that they have a bad rep, everybody knows, and really don't care? Call all you want I guess.
Maybe it's this town.
Funny, when I was buying the GM fluid I explained the situation to the clerk and before I finished he knew which dealer I was talking about. So how is this comforting to know that they have a bad rep, everybody knows, and really don't care? Call all you want I guess.
Maybe it's this town.
02-22-2007, 06:56 PM
#9
No more Infinitis for me
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thanks... prob is 100+mile trip...
point is I never got a survey, I HAVE called to ask for help, no replies, I HAVE called Acura, very nice but no one seems to have a solution... they say "oh come on in, best time is M-F 10-3
I am at work then. I work from 7am - 4pm
Just sad about this.
And today, get I get emails that the deal I HAD to take by 1/2/07 is still going on
Maybe time for a Cadillac next... Luxo Japs are alot of talk
point is I never got a survey, I HAVE called to ask for help, no replies, I HAVE called Acura, very nice but no one seems to have a solution... they say "oh come on in, best time is M-F 10-3
I am at work then. I work from 7am - 4pm
Just sad about this.
And today, get I get emails that the deal I HAD to take by 1/2/07 is still going on
Maybe time for a Cadillac next... Luxo Japs are alot of talk
02-22-2007, 07:53 PM
#11
Safety Car
Originally Posted by JPA3
I called, said survey was 2 weeks after delivery. It's been 2 months. LOL
Mine was easily a couple of months after I bought my car. You still might get it. I wasn't expecting a call at all , so it was a bit of a surprise.
02-23-2007, 07:34 AM
#12
Senior Moderator
Like the plague
I avoid the dealer (Rick Case Acura in Plantation). They didn't follow my delivery instructions when I bought the car so had to re-order me one as I refused delivery. They have their set routine and if you want anything different, they say "yes" 
but don't do it. 
I also had greasy hand prints on the assist handle over the driver's door from the get-ready mechanic or car jock.
The only time I have been back in the nearly 3 years since I bought it is when I got a nail in the tire near the place. I figured that they at least knew how to treat my rims correctly.
They wouldn't plug the tire but insisted I buy a new B'stone EL42. I don't like those tires and will replace them with something else when they wear out. But, I didn't want a mismatch so I paid $210 for a tire that I don't want. They gave me no paperwork or tire warranty info you usually get when buying tires. I think it was a tire they took off another TL because the buyer rejected them.
On the way home, the car was vibrating. It never had before. (They rotated the tires)
I got an email service survey and panned them, telling about the vibration and my unhappiness with the service. I thought I would hear back from the service manager telling me to bring the car back so they could balance the tires (or something).
Nadda. They don't give a shit. Which is why I avoid going there. I do all the routine maintenance myself so I know it's done right.
Dealers like Rick Case are a necessary evil.
If I could buy direct from the factory, I would.
but don't do it. I also had greasy hand prints on the assist handle over the driver's door from the get-ready mechanic or car jock.
The only time I have been back in the nearly 3 years since I bought it is when I got a nail in the tire near the place. I figured that they at least knew how to treat my rims correctly.
They wouldn't plug the tire but insisted I buy a new B'stone EL42. I don't like those tires and will replace them with something else when they wear out. But, I didn't want a mismatch so I paid $210 for a tire that I don't want. They gave me no paperwork or tire warranty info you usually get when buying tires. I think it was a tire they took off another TL because the buyer rejected them.
On the way home, the car was vibrating. It never had before. (They rotated the tires)
I got an email service survey and panned them, telling about the vibration and my unhappiness with the service. I thought I would hear back from the service manager telling me to bring the car back so they could balance the tires (or something).
Nadda. They don't give a shit. Which is why I avoid going there. I do all the routine maintenance myself so I know it's done right.
Dealers like Rick Case are a necessary evil.
If I could buy direct from the factory, I would.
02-23-2007, 07:51 AM
#13
No more Infinitis for me
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thanks for that... like my last 2 Infinitis, I assumed (and so far so good) that the TL will only need preventive maintenance, which I will have done at Goodyear, i.e. oil changes and rotation.
Rick Case Acura was my 1st choice to buy the car because of location, but they never replied or called back. I do still get emails from them about specials.
I emailed Rick Case himself, no reply. Guess they did me a favor.
Rick Case Acura was my 1st choice to buy the car because of location, but they never replied or called back. I do still get emails from them about specials.
I emailed Rick Case himself, no reply. Guess they did me a favor.
02-23-2007, 12:08 PM
#14
JP
You do not mention talking with the Sales Manager
That person needs to see what you are putting on acurazine about them!
Of course "someone" told you 10-3 for best time- thats the slow time of day
You tell them WHEN is good for you and go do it.
Saturday- there is a SALES Manager on duty to assist you
Of course you can learn twice as much by reading your owner book
Sales staff attend classes on what is new for the model year, and have a basic idea of what controls do what. I have gotten more - made up info- from salesmen than actual truth.
I was sitting in one car reading how the stabilty system worked while sales was telling me the opposite of the book!
If you really want to comment on anything, put it in WRITING to Acura customer care-
A real letter in the mail
ASK for a survey if you really want one
Be proactive and realistic on who can do what for you
You are in charge of your life!
And never pick up your new car at night
In daylight you can inspect the paint and interior and get a full orientation
You do not mention talking with the Sales Manager
That person needs to see what you are putting on acurazine about them!
Of course "someone" told you 10-3 for best time- thats the slow time of day
You tell them WHEN is good for you and go do it.
Saturday- there is a SALES Manager on duty to assist you
Of course you can learn twice as much by reading your owner book
Sales staff attend classes on what is new for the model year, and have a basic idea of what controls do what. I have gotten more - made up info- from salesmen than actual truth.
I was sitting in one car reading how the stabilty system worked while sales was telling me the opposite of the book!
If you really want to comment on anything, put it in WRITING to Acura customer care-
A real letter in the mail
ASK for a survey if you really want one
Be proactive and realistic on who can do what for you
You are in charge of your life!
And never pick up your new car at night
In daylight you can inspect the paint and interior and get a full orientation
02-23-2007, 01:13 PM
#15
No more Infinitis for me
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all good points, point is I am dissapointed...
just a phone call asking how things things are going, thanks for the purchase, would have been nice.
Lowly Nissan used to do that.
Just a call, "is everything ok?"
In this case, I called and called and not even a call back.
Original salesman is gone, replacement guy could not have cared less...
WTFE
just a phone call asking how things things are going, thanks for the purchase, would have been nice.
Lowly Nissan used to do that.
Just a call, "is everything ok?"
In this case, I called and called and not even a call back.
Original salesman is gone, replacement guy could not have cared less...
WTFE
02-23-2007, 07:08 PM
#16
So basically your EXPECTATION of after the sale follow-up was not met.
Your Moment of Zen:
One can only be disappointed if they make assumptions of behavior without agreement of the other persons involved
The car is running good, maybe they will send you a free oil change coupon
be happy and enjoy your fine ride!
Your Moment of Zen:
One can only be disappointed if they make assumptions of behavior without agreement of the other persons involved
The car is running good, maybe they will send you a free oil change coupon
be happy and enjoy your fine ride!
02-23-2007, 07:13 PM
#17
Another reason a dealer might not follow up right away- or any business really-
is to prevent buyers remorse making you imagine noises and things wrong with your car
If they wait 2 to 3 months- you get a feel for the car- if anything need adjusting- thats a good time to bring it in.
Call you a week after sale and now maybe you want a different color or free?????????
Safer to wait. If they dont hear from you- great - means the car is perfect
Those car ratings are based on 90 days ownership, then survey
is to prevent buyers remorse making you imagine noises and things wrong with your car
If they wait 2 to 3 months- you get a feel for the car- if anything need adjusting- thats a good time to bring it in.
Call you a week after sale and now maybe you want a different color or free?????????
Safer to wait. If they dont hear from you- great - means the car is perfect
Those car ratings are based on 90 days ownership, then survey
02-23-2007, 11:06 PM
#18
~Da Nocturnal Cheetah~
Sorry you have the blues and feel shafted. Not cool when you are spending your money like that. You want to be happy about it, feel good about it.
I feel very satisfied about my car and the dealership. They got me rolling right and rolling timely! Very nice, professional people. We even looked at porn on one of the guys laptops! Serious! Ok, porn is not professional, but everything else was, and the car is beautiful! I love it! I get that vibration (which I will have them check out) from the sub on some songs. Black is a bitch to keep clean, but beautiful when it is! But that's about it! I fucking love my car!!!!! I gave the dealer 5's across the board. The lady was laughing when I asked could I go higher. I said stop asking me stuff just put 5! LOL!
As for calling me afterward, my salesman called me. But he didn't have to. I don't like people calling me all the damn time (business-wise). Enough already! I paid you, now let me enjoy my fine ass mofo automobile!!!
I look forward to re-upping in 2011 with the new Black (dammit) TL-S!!!
I feel very satisfied about my car and the dealership. They got me rolling right and rolling timely! Very nice, professional people. We even looked at porn on one of the guys laptops! Serious! Ok, porn is not professional, but everything else was, and the car is beautiful! I love it! I get that vibration (which I will have them check out) from the sub on some songs. Black is a bitch to keep clean, but beautiful when it is! But that's about it! I fucking love my car!!!!! I gave the dealer 5's across the board. The lady was laughing when I asked could I go higher. I said stop asking me stuff just put 5! LOL!
As for calling me afterward, my salesman called me. But he didn't have to. I don't like people calling me all the damn time (business-wise). Enough already! I paid you, now let me enjoy my fine ass mofo automobile!!!
I look forward to re-upping in 2011 with the new Black (dammit) TL-S!!!
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