They just had a new ownership for this dealer. Unfortunately, the new owner does not care about existing customer. The reason why I chose Airport Accura instead of Motorcar Accura at Bedford is because the loaner car program they have. The salesman promised me that I could get a loaner car at each service and write it in our corresponding emails. This does provide extra fun for me at each service as I can test different types of Accura, which I am interested in a future purchase. I also bought the service plan from Airport Accura with my leasing.
The first service is fine. However, when I am scheduling my 2nd service, I was told that due to the new ownership and the changes of their policy, there are no loaner cars for all services that I bought at the beginning. Big shock! The drama happened so quick! After talking with one of the manager, Chris, who claimed that he did not have a supervisor, things became even worse. In all conversation, he was trying to use business tone and keeping saying “policy is policy”. You can feel that he does not care about your feeling, your customer experience, and your written communications with salesman.
From manager’s level, if they do not care about customers and do not issue the salesman’s words, how do you believe your purchase is a good and safe purchase? Again, it is always easier to say we care about our customers than do it.
Nowadays, loaner cars became more and more standard. Besides luxury brands, lots of consumer cars are also providing this services e.g. Ganley Subaru. If you are looking for a luxury car, which means good driving experience and good services, you may stay away from Accura. It may not be as good or as luxury as you thought.