MetroWest Acura- Service Center

I've been a customer at Herb Connolly Acura since 1999 and I have received outstanding service over that time with great consistency. Their commitment to customer service and the personal touch keeps me c and I have received outstanding service over that time with great consistency. Their commitment to customer service and the personal touch keeps me coming back. I had two recent service visits which are noteworthy because of the impact on my business schedule and commitments as well as the serious implications which could have resulted if I didn't receive timely service and advice. Both service reviews involve my 2008 Honda Accord which I purchased as a used vehicle from Herb Connolly. The first service involved an engine performance issue which involved a slippage of the timing belt which needed to be replaced consistent with the manufactures recommendations based on miles. I was hoping that it was just in need of an oil change but that was not the case. Because I had important business needs I was provided a loaner vehicle so that the timing belt could be replaced to avoid the potential for serious engine complications and I could quickly get on the road to handle my business travel needs without the worry of a major problem and expense. The second service issue was far less costly but much more of a nuisance. When having my car jump-started due to a low battery one of the cables slipped off which resulted in a blown fuse and electrical power shut down while on the road. This resulted in the need to have my car towed with a AAA service call to Herb Connelly to trouble-shoot and replace the fuse. The car arrived over night and I called first thing in the morning to explain the circumstances and learn what repair needs would be necessary. Luckily the repair was an inexpensive fuse, but needed to be ordered through the Honda Dealer and would not be available for 24 hours. Because of my business travel needs I was given a loaner vehicle and returned the next day to pick up my car with the new fuse and a new battery with power restored and peace of mind knowing that my service needs were taken care with a true commitment to customer service and professional expertise. Respectfully, SED, Hopkinton, MA More

I've been getting all my service done here for about 5 years and have been treated very well. I recently had a damaged bumper refinished and it was taken care of quickly and very well done. Jose was ver years and have been treated very well. I recently had a damaged bumper refinished and it was taken care of quickly and very well done. Jose was very courteous and made sure everything went smoothly, and Junior did very good detail wor More

I cannot recommend this dealer for service. And it is not for lack of trying. To be fair - my 2001 MDX was well cared for in its first five years. Then - they told me my transmission was gone. It wasn not for lack of trying. To be fair - my 2001 MDX was well cared for in its first five years. Then - they told me my transmission was gone. It wasn't. Five years later I traded in for my 2010 MDX and sat with the service director to explain how I was giving him a second chance. His team did not do this dealer any favors. One advisor I called from the highway a day after delivery - after losing a roof rack part on I93 in Maine told me it would not be a problem. Clearly not for him. But for me and my schedule it was a real pain and reflected poorly on their delivery prep. The 13 months I have had this MDX I have had it back four times for a high speed vibration felt in both the wheel and seat. Everytime I was told it was the tires and they had done all they could. Then, during one drop off, the advisor thought I had left and I overheard them telling a tech that I wasn't being straight with them. I had to confront the advisor and further spoke to the director about how unhappy I was about his staff. Still, I went back to try one more time. Nothing. Imagine my surprise this week when after one hour at a competitive dealers service department I was told they were ordering me a new drive shaft. I have since emailed the director with my thoughts, then headed to this forum to strongly recommend Acura owners seek service elsewhere. More

My sales experience was excellent, but that is where it ended. Very disappointed overall in the warranty service & and parts experience, both with their (sloppy) quality of work and (lack of) follow-up. ended. Very disappointed overall in the warranty service & and parts experience, both with their (sloppy) quality of work and (lack of) follow-up. More

I recently made a purchase of a 2008 Honda Accord at Herb Connolly Acura of Framingham. I dealt with Chris Connolly, Nana Hagan and Jen on the financing side. The reality is that I have been a customer of He Connolly Acura of Framingham. I dealt with Chris Connolly, Nana Hagan and Jen on the financing side. The reality is that I have been a customer of Herb Connolly since 1998 and I have nothing but high praise on both the sales and service side of the business My recent purchase was unexpected as my Acura was totaled as a result of hitting a deer and the high mileage accumulated. Having just taken a big loss on my home sale I was not in a position to purchase a new vehicle and my need was to keep the payments as low as possible. The Herb Connolly team went above and beyond the call of duty to get me in a quality vehicle that met my needs and budget and in doing so re-affirmed the customer loyalty and respect that they have for their customers in these challenging times. On the service side I have many examples of the Herb Connolly team going above and beyond as well to insure safety and to accommodate for busy schedules with loaner vehicles and sensitivity to avoid inconvenience. Karen and Tim have demonstrated this without exception backed by Jim Brown's leadership in doing everything possible to keep customers happy, safe and coming back for service. Tim was the most recent example by making it a priority to have the engine sensor light checked out for safely as he knew that I would be traveling extensively once I left the dealership. Respectfully, Steve Davis Hopkinton, MA More

Okay so I brought my mint (8 days old) 2011 Acura TSX to Herb Connolly on Friday to have them install a simple Deck Lid Spoiler. The initial set up was okay, the price wasn't bad (ordered the part online) a Herb Connolly on Friday to have them install a simple Deck Lid Spoiler. The initial set up was okay, the price wasn't bad (ordered the part online) and the dealership was accommodating. All good so far. After about 2 hours of being in the waiting room the service manager comes over to tell me my car is done and he'd like to inspect it with me. Okay, no problem. So we go out and look the car over, everything looks good, though the spoiler is a little bit off. The manager mentions he'd like to have that fixed and I agree. As I am walking past the car I notice little scratches on the deck (trunk). Upon further inspection I see even more scratches around the car. I also noticed this film in front of the spoiler and let them look at it inside. Once the car is brought back inside I see even more scratches, come to find out they washed it with a dirty sponge (manager finds out after) and scratched a bunch of the car. Now at this time the spoiler is wrong AND the car is scratched. Of course i'm starting to get agitated and agree to take a loaner car while they look it over, buff/wax/wash/clean it and fix the spoiler. Told it will take about 3 hours, no problem.. fix it, get back to me. Well I get a call about 2 hours later saying the spoiler has to be removed and another will be ordered overnight, so come by and pick the car up on Saturday afternoon. However the car will be left indoors and protected the entire time. I agree to this, let them keep it and just by chance I drive by the dealer on Saturday to see my car outside, they say it was only briefly, but whatever. Skip Sunday, I just let them handle it all. Come Monday I get a phone call to come pick the car up, so I head up excited to be getting my brand new car back after a hell of a ride with this dealer. I pick up the keys, go outside, inspect the work and all looks good... EXCEPT the drivers door has touch up paint on it. I of course ask right away what this is, at which time the manager says "That wasn't done here". Well this is the only time the car has been out of my sight and around people that could bang it up/touch it up.. so yah.. you did scratch it. Well they agree to look at it, fix the horrible touch up job I can only guess one of the service techs attempted to save their ass by doing, so again I wait. Okay so here we are, I got the spoiler issue fixed, the car scratch-free but now I have to bring it back a couple of times while they "try" to make it look better. So, there you have it. Take from the horrible story what you'd like, but you can imagine I won't be recommending Herb Connolly for anything. More

I have a 2009 Acura TL that I bought from this dealership for $38,000+TTL in May 2009. I had scraped my front passenger side under body skirt(aerodynamic) and was in the market to find one to replace it. I for $38,000+TTL in May 2009. I had scraped my front passenger side under body skirt(aerodynamic) and was in the market to find one to replace it. I was told at the sale of the car that this dealership has "reward" points where a portion(5% or so) of the price of the car goes into purchasing accessories for free. Ever since I bought the car I would also get an email from this dealership every month updating my reward point account and how many points each accessory for my 2009 TL was. Since I had scraped the skirt and remembering about this program, I decided to call the dealership mentioning that I had scraped my skirt and that I had reward points and I wanted to use them to get this skirt for FREE. The parts guy agreed to order it for me and even acknowledged that it would be free. Well, you guys see where this story is going! I go to pick up the skirt and the parts guys mumbles something about the part only qualifies for a 10% discount and it came out to a whopping $354!! I can get this same skirt from another dealer all the way in Washington state(Acura of Lynwood) for $190 SHIPPED. The moron that I am and I was in a hurry I paid the $354 and left. Next day I decided to call the parts dept. to find out why I was told one thing but it changing when I was there in person. The parts guy told me that the policy is written in the back of the service papers and that nothing in life is free. Yeah I got that part but the problem was that I NEVER went there for service and hence never had the policy that breaks this down and believe me I am the kind of guy that reads fine print disclaimers. The emails I got NEVER mentioned this disclaimers so I was always duped into believing that it would be free since I had over a 1100 points. I decided that I wanted to talk to the CEO/owner of the dealership Chris Connolly. Well first the parts manager Roger put me on hold and after five minutes he comes back and tell me that Chris' voice mail is full and I can't leave a message but if I were to leave my phone number he would give it to Chris Connolly. Reluctantly I left my voice mail since I didn't want Chris getting what I wanted to tell him from a biased party. After a couple of hours I get a call from Chris Connolly that I was not able to pick up being that I was occupied with other errands I had to do. When I was able to listen to the voice mail, I could not believe what the owner/CEO Chris left on my voice mail. He accused me of threatning his employees about how it was unethical for them to do advertise their reward point system(all I asked was a written policy they had about the point system since NOT ONE person gave me the policy but enrolled me anyways and YES I checked all the paperwork). He then told me on the voice mail that he didn't even want to discuss this issue at all and URGED me not to call him back. He went on to tell me that I had no right to question his policies and that his word his final. He then said "Good riddance Mr. _____ and dont ever call me again" This has been my experience with this dealership. Need I say that I won't be doing business with them again? This is just to let people who read this review that your relationship with a dealer just starts at the purchase of the vehicle but after they have your $40,000, some dealers treat you like gold and others like dirt. You guys know how I was treated after the fact. I wish all you guys luck with your buying and service experience with this dealership. Just don't take their word for it. There is a reason why some call dealerships, stealerships and in my opinion Herb Connolly Acura is the latter. Thanks for reading this long review and MY experience. More

Matt, the manager in the body shop, was outstanding. He was extremely courteous and respectful – a true professional. He reviewed the pricing with us in detail and even managed to save us some money over t was extremely courteous and respectful – a true professional. He reviewed the pricing with us in detail and even managed to save us some money over the original estimate. The work was completed on time and the car looks perfect. We could not have asked for a better experience. More

Had a problem with service as they forgot to record codes on a new nav system. Called in and teh burden was all on me - in spite of their mistake. Was frustrated but calm and the service contact made a big on a new nav system. Called in and teh burden was all on me - in spite of their mistake. Was frustrated but calm and the service contact made a big point of telling me not to yell - which I had not been doing. At the end asked to have the service manager call me and was told he ouwld do so. Never received a call. More