Acura of Berlin - Service Center

Acura of Berlin responded

Dear Kristina, Thank you for sharing your concerns. I want to assure you that we take your feedback seriously and always strive to provide the best experience for our customers. Since you purchased your TLX four months ago, this is the first time we’ve come across any concerns with the vehicle. When our experienced, certified technicians thoroughly inspected your TLX before delivery, it passed with flying colors, meeting all the necessary certification standards. As I mentioned in the voicemail I left for you, I would love the opportunity to personally inspect your TLX and address any concerns you may have. Our General Sales Manager reached out to assist as quickly as possible. During his conversation with you, he reviewed the findings and explained that the tire pressure warning light was triggered due to a screw that penetrated the tire. As with any AWD vehicle, it is typically recommended to replace all four tires if tread depth varies significantly, as replacing just one can affect performance and requires an alignment. While we were more than willing to go over all the details with you, our General Sales Manager was unfortunately met with an aggressive conversation. While we understand that vehicle concerns can be frustrating, our team—who are also human beings—should not have to endure disrespectful interactions. At that point, our General Sales Manager made the decision to end the call. You have all the certification documents, including measurements, confirming that your TLX was well above the required standards at the time of purchase. While Northeast Acura is an affiliated dealership, their technicians, like many others, may point out items that could need attention in the future rather than immediate repairs. That being said, we still want to make this right for you. If you’d be open to it, we’d love to take another look at your TLX and ensure you’re taken care of, as this is what we do as the #1 Certified Pre-Owned Acura dealer in Connecticut—with the highest customer experience reviews. Please don’t hesitate to reach out directly so we can assist further. Best regards, Eric Diaz General Manager Acura of Berlin

Acura of Berlin responded

Cathryn, Thank you for taking the time to share your feedback with us. We work hard to make sure our guests have an exceptional experience. We will share your comments with Keith and our team, and we look forward to working with you again. Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

Bea, We are very happy to have provided you with such a positive experience! We sincerely value your business and look forward to your next visit. Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

Rose, Thank you for taking the time to share your feedback with us. We work hard to make sure our guests have an exceptional experience. We will share your comments with Robert and our team, and we look forward to working with you again. Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

Tina, We are very happy to hear Johnathan and our team provided you with such a positive experience! We sincerely value your business and look forward to your next visit. Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

Michelle, Thank you so much for your kind words for Brian, and for taking the time to leave us this wonderful feedback! Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

Thank you for taking the time to share your experience. If you would like to further discuss your visit, Jack, feel free to contact us at your convenience. Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

Thank you, Keith! We appreciate your business and look forward to helping you with any questions or future vehicle needs. Thank you for choosing Acura of Berlin. Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

Thanks for sharing about your experience with Acura of Berlin. We appreciate your business and hope to see you again soon! Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

Thanks for sharing your thoughts about your experience with Acura of Berlin. We appreciate your business and hope to see you again soon! Eric Diaz General Manager 860-829-3787