Acura of Berlin

Acura of Berlin responded

Your note about the video follow-up illustrating the work done highlights how transparency guides our service department. We’re pleased the service on your Integra was prompt and that our team delivered professional, welcoming care. Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

We’re glad our service department has been courteous, friendly, and attentive every time you’ve visited. Knowing you feel well cared for throughout your years leasing your MDX means a lot to our service team. Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

Your feedback about how we kept you informed before starting work highlights our commitment to clear communication. Knowing the appointment fit your schedule and that your Acura TL was serviced on time is rewarding. Hearing that everything met your expectations means a lot to our service team. Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

Your mention of video updates during your oil change highlights how our service team prioritizes keeping you informed. Hearing that everything was ordered and fixed by the next day means a lot to our service team. We’re glad we could arrange a service car while your Acura RDX underwent repairs. Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

Virginia, we are sorry to hear you were dissatisfied with your visit. Our goal is to provide every customer with a professional and positive experience. There appears to have been a misunderstanding regarding the loaner vehicle upon your arrival. Based on the initial conversation in the service drive, it was believed that a loaner had not been reserved, when in fact one had been scheduled. We regret that this miscommunication contributed to your frustration. Despite this, your vehicle was prioritized and the recall was completed as quickly as possible while maintaining the quality of the repair. Your vehicle was promptly returned to you washed, vacuumed and ready for pickup at no cost. Our goal is always to work collaboratively with our customers to resolve any concerns and provide the best possible service. We understand that service visits can be stressful, but we also expect interactions between our customers and staff to remain respectful. We appreciate your feedback and wish you the best moving forward. Rachel Cutler Service Manager

Acura of Berlin responded

Thank you for choosing us for your Acura TLX service. We’re glad our team answered all your questions and provided clear recommendations. It’s great to hear you found the garage and waiting area clean and comfortable. Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

Thank you for sharing your concerns. We are sorry to hear that you feel this way as customer trust and transparency are extremely important to us. We would like to clarify that all services performed were completed with approval. When your vehicle arrived with the Maintenance Minder B1 service due, our team reviewed the recommended maintenance, explained the services and associated costs, and received your written authorization prior to performing any work. All approved services were documented accordingly. Regarding the tire rotation, our team was not made aware that the tires had recently been replaced at another facility prior to the service being completed. Had that information been provided at the time of the visit, we would have been happy to adjust the recommended services accordingly. We take any concern regarding vehicle operation seriously and would welcome the opportunity to inspect the vehicle and discuss your concerns further. We encourage you to contact our service department directly so we can work toward a resolution. We appreciate the opportunity to address your feedback and remain committed to providing every customer with a professional and transparent service experience. Rachel Cutler Service Manager

Acura of Berlin responded

It’s great to know that your Acura RDX warranty concern was resolved quickly. We’re glad the video walkthrough and detailed explanation were helpful. We look forward to assisting with any future service needs. Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

Hello there, thanks for sharing your experience with your Acura MDX service. We’re glad Brandon provided detailed updates throughout the day and kept you informed. Please reach out anytime we can assist you again. Eric Diaz General Manager 860-829-3787