Rocky Payne

I cannot say enough good things about Criswell Acura in Annapolis. My family has been coming here for years—my mom bought her MDX from them in 2016, and when she gifted it to me after law school, I continu Annapolis. My family has been coming here for years—my mom bought her MDX from them in 2016, and when she gifted it to me after law school, I continued bringing it back for service (white MDX pictured). Every single interaction I’ve had since then has been exceptional. Brian Vanni in Service deserves special recognition. He has taken care of my car for years and has never once made me feel taken advantage of. He’s knowledgeable, honest, kind, and goes above and beyond to make sure everything is done right. This past Christmas, someone hit my car and it was a stressful mess—my insurance adjuster was out, every rental car nearby was booked, and I had no idea how to handle repairs during the holidays. I called Brian the day after Christmas, and within minutes he and his manager Rocky had a plan. They told me to tow my car in, handled the mechanical damage inspection, coordinated everything directly with my insurance, and even arranged for a complimentary Acura loaner. That loaner quite literally saved me during a time when nothing else was available. Acura's team kept me updated the entire time, handled all correspondence with my insurer, and moved my vehicle to the body shop when needed. Even when insurance unexpectedly totaled my car weeks later, Brian, upon my request, immediately connected me with Riley in Sales. Riley was fantastic—patient, attentive, and genuinely invested in helping me find the right next vehicle with the right specs and price point. Because of the incredible service experience I’ve had here, I ultimately chose to stay in the Acura family and am so glad I did (Red RDX Pictured). Even the small details at Criswell Acura exceed expectations. The front desk team is always warm and welcoming. And Jason, the courtesy driver, deserves his own shoutout—he’s friendly, reliable, and has driven me to work and home while my car was being serviced. When you’re dealing with car issues, having someone kind make sure you get where you need to go means more than people realize. All of this reflects back on Rocky’s leadership. It’s rare to find a service department and sales team SO well run, so trustworthy, and so customer-centric. As a woman, I’ve always felt respected, heard, and taken seriously here—something that is unfortunately not the norm at many dealerships. Criswell Acura has made me a lifelong customer. I genuinely don’t want to move out of Annapolis because I love being able to bring my car here. If you’re not servicing your vehicle at Criswell Acura, you are honestly missing out. This team is outstanding, and they’ve earned every bit of this five-star review. More

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I’m incredibly disappointed with my recent experience. After owning my Certified Pre-owned Acura for less than 3 months, I was shocked to learn I had to pay out of pocket for a new battery. To make matter After owning my Certified Pre-owned Acura for less than 3 months, I was shocked to learn I had to pay out of pocket for a new battery. To make matters worse, I had to drive to two different dealerships and even call out of work to get this resolved. This level of inconvenience is unacceptable, especially for a brand that prides itself on luxury and reliability. What makes this even more frustrating is that I love Acura so much that I purchased the exact same car after my previous one was totaled in a collision with a deer. My loyalty to the brand makes this experience even more disheartening. I expect better from Acura and hope they take steps to improve customer support and resolve issues like this more effectively in the future. More

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Use caution and thoroughly check your vehicle especially any customizations. I’ve had a repeat issue with service department. They have taken or damaged my center caps from my 23 MDX Type S twice. On any customizations. I’ve had a repeat issue with service department. They have taken or damaged my center caps from my 23 MDX Type S twice. On the recent visit they removed the Acura emblem on one and removed and replaced with another cap from another vehicle (grey). My center caps were custom painted Satin Black to match wheels. My guess is someone liked them. They have previously replaced them the first time this happened and on this recent issue have not responded. Included pictures to show Center Cap as I brought the vehicle in and then the swap and removed emblem when I got it back. This in addition to me not being made aware that technicians refused to rotate my tires stating that they don’t touch them because they are “painted”. I am now out of pocket for a tire rotation and having replacement Center Caps painted. Adding to list of problems: Deep scratch on rear passenger side molding. Attempted to fix with touch up paint. I was not told or made aware. Emails sent to Service Manager and General Manager with no response. Acura has been notified. Update: response received My emblem may have fell off while driving. I’m guessing one must’ve also changed color while driving. Current list of expenses from my last service at Criswell Acura: - Tire rotation - New Center Caps being ordered and painted - attempted repair on a deep scratch in my rear passenger side modeling that touch up paint was applied) same side that had the missing emblem from my center caps. Repair did not work. Did receive a call back from Steve Savage GM that was a voicemail. Returned call and waiting to hear back. Update: 12/18 - GM Steve Savage left me a voicemail offered to reimburse me and to work to build trust back. Texted to confirm what he meant by reimbursement and how he planned to address the warranty requests that had no action. 12/19- GM Steve Savage in a voicemail now stating “that is a lot to happen in 3 hours” and “he doesn’t think trust can be rebuilt”. “Try another dealership and hopefully they can meet your needs because we obviously couldn’t”. “We are closing the case and moving on”. Looks like I’ll continue to work with Acura directly since this dealership’s leadership is refusing to provide Customer Service. More

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