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Chevy Chase Acura
Bethesda, MD
284 Reviews
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Showing 284 reviews
May 09, 2013
I came in with the intent of buying a specific vehicle that day! It may seem a little long winded, but please take the time to read the breakdown of how things went...you may be surprised how they treat t that day! It may seem a little long winded, but please take the time to read the breakdown of how things went...you may be surprised how they treat their customers: vehicle was b/n $30-35k When I arrived at the dealership no one was on the floor besides the receptionist, who informed me that it was the internet mgr's day off. I said I would take any other sales rep. I waited for almost 45 min before Jamal came down to introduce himself. Let me say that again...45 minutes! Hey said there was a sales meeting going on, so I suggested he just get me the keys and I would look over the car until their meeting finished. 25 minutes later Jamal introduces me to Lee who eventually gets someone to bring the car down. (over an hr has now passed before I even see the car!) We spend a few minutes looking it over and I ask to take it for a test drive. A few minutes later Lee comes out with yet another salesman...Fred. He takes me on a 20 minute test drive. 98% of the test drive we sat in bumper to bumper traffic! -No exaggeration! I asked him if there was some place we could take the car where there wasn't all this traffic and he said no. I then asked if they would mind if I took the car home for a 24hr test drive and brought it back in the morning. He told me we would have to talk price first, so we sat down in the showroom. Fred said he would see what he could do with the price and come back with a strong offer to make a sale. 35 minutes later he came back with an excuse about a slow computer system today and then finally the great offer...$500 less than the posted price. oh yeah, plus another $1500 in taxes and fees added on. He said the internet price has zero margin in it. I asked Fred to sit-down so that I could be candid with him. I explained to him how long I had to wait along each step of the way, how far I drove to make a deal and how miserable the test drive was. I was very calm, but to the point. I said that this entire experience was starting to leave a really bad taste in my mouth. I explained that the dealer relationship was important in this process and that I wanted to feel like a customer, not a bother. I said that I do not want to go back and forth over price. Just give me your best price on the car and I will take it or leave it, but to please take my experience into account. He made me wait another 15 minutes before he finally came back and said the deal they offered was as good as they could do and they would not go a penny lower. I said that if this is all they were willing to do for the service I received I would walk. Fred said, "So then, walk." So I got up and left. I went to Pohanka Acura who treated me like a King and gave me a great deal on a newer one. I took it home that night. More
by mleslie420
Employees Worked With
Lee, Jamal, Fred
March 05, 2013
My earlier review which I have taken back was around the customer treatment, recurring issue, and lack of understanding of customer frustration. After I sent the letter all the way up the chain, I recei customer treatment, recurring issue, and lack of understanding of customer frustration. After I sent the letter all the way up the chain, I received a call from Mr. Jeff Lee, the service manager. He understood my concerns, was apologetic, and told me as a result he has changed aspect of a policy to avoid future issues similar to mine. I also received email from Mr. Sophal Try, who ensured that the car would be looked at immediately and they will ensure it gets the right treatment. In addition, when I went into the store, everyone including, Mr. Chris Toronto, Mr. John Cavanaugh, were great to deal with and made me feel as if they wanted to move on and help ensure a better customer experience starting from that point onwards. Perhaps it was a case of one off night or perhaps I had lost my patience and did not communicate my frustration correctly or a combination of both. I think people make mistakes but it is how they deal with them is how we should treat them. My earlier comments were harsh even though situation warranted. Nonetheless, I have updated my rating from bad to ok and feel that I need to give Chevy Chase Acura more time to further improve their rating. I have been going to Chevy Chase Acura first for my RL and now for the MDX. I will continue to take my car there for now. ---->>>Older/first review with some edits and am taking out some harsher comments. I sent in a lengthy letter to all levels of management. Here is what you need to know: For a recurring problem, my wife and I have already gone in 4 times - a miniscule tire pressure issue. I felt being talked down at and with an attitude that could be a trademark of being dealt with in an unfriendly manner. I will update this if I receive a response back from the GM or his vice, otherwise this stands corrected. My issues that I stressed on at the end of my letter: 1. When you are talking about a customer's problem, look at the customer, make an eye contact and talk to them! This is the basics of customer service. 2. We all make exceptions at all times! When a customer walks in with a problem for the 4th time, you make exceptions and you do what you need to make the customer happy! I am not driving a Hyundai and I did not sign up for the type of attitude I was at the receiving end of tonight. 3. Listen to the customer and ask questions before you think they are being unreasonable. Sure a loaner car for a small issue may be just plain irrational but think about the working parent with a 2 year old, who should not have to pull aside to waste further time pumping air. 4. When a customer asks that they need to escalate the issue to your manager, oblige with the correct contact information!!! Dont say, "you can pick up a card from a different desk." Trying to deflect or minimize the criticism shows you don't care about customer or you don't care about customer service at 6:30pm. More
by mdxownermd
Employees Worked With
Sophal Try, Jeff Lee, Chris Toronto, John Cavanaugh
August 23, 2012
What a wonderful buying experience. I live in Texas and flew to Maryland to buy a car from Chevy Chase Acura. From the beginning, Peter was direct, clear and efficient with his communications. There was flew to Maryland to buy a car from Chevy Chase Acura. From the beginning, Peter was direct, clear and efficient with his communications. There was no beating around the bush, no pressure - just an honest quote. I agreed to do the deal and he took care of everything in the background to make my purchase as smooth as possible. Everything was set when I arrived so I could just drive the car, make sure it was good and the paperwork was done quickly. BTW - Peter came in on his day off to complete the sale, and after everything was over, he spent close to an hour with me in the car setting things up for me, explaining things and just making sure I was all set for my drive back to Texas (and again, this was on his day off). He clearly knew the car very well and that helped me get more comfortable with the car very quickly. The car was in the condition promised - and the price was great! The drive to Texas was long, but the purchase experience was good enough that I'll look for Peter next time I'm looking to buy an Acura (this is my 3rd one). More
by Tx-carbuyer-2012
Employees Worked With
Peter Larson
July 10, 2012
Not impressed however I must say the sales manager at Acura, Ralph...is awesome. Was very nice, patient and approachable. It was do to Ralph's kind manner and his accurate assessment of the situation t Acura, Ralph...is awesome. Was very nice, patient and approachable. It was do to Ralph's kind manner and his accurate assessment of the situation that helped to convince me to close the deal. The car I was buying I really wanted, so there was no need to "sell" me on it. However, it was the sales consultant, Peter, that was lack-luster....not friendly at ALL! Very stoic and he acted as if we (myself, my husband and our child) were annoying him. He showed very little patience when working with us which I believe Ralph sensed...and he came right over and saved the day. I was totally prepared to walk out the door because Peter sounded/looked as if he was disinterested in whether I purchased the vehicle. Aside from working with Peter, I was very pleased with my car and the terms that were reached. Since Ralph came and rescued the deal I gave the dealership an "ok" rating. If everyone at the dealership had Ralph's demeanor I would absolutely recommend this place. More
by gennic
Employees Worked With
Ralph Kolius and Peter Larson
April 04, 2012
Their prices are higher than other dealerships around. They are making so much profit off of ripping people off. But since they are located in a rich area I guess they can still make business. They are re They are making so much profit off of ripping people off. But since they are located in a rich area I guess they can still make business. They are really unorganized because I went their twice and both times the vehicle I went to see was sold. I had called before I went the first time I was told it was still there and after I went they said it was sold last night. Second time I went as soon as they opened and again the car I liked was sold but still listed on their website. Even after 3 days after being sold they keep the car on their website. I have noticed that other dealerships post a message that "vehicle has been sold and look for similar vehicles" as soon as they can but chevy chase website is very misleading. Also if you are willing to go to their dealership, look for the car you want on their website instead of acura certified website because their prices are different for the same vehicle. If you plan to go there....GOOD LUCK! More
by nilaahmed
Employees Worked With
Cox/manager
January 01, 2012
Mfon Mfon was excellent when I came in to purchase a vehicle. I will recommend this dealer, and this particular sales person to my friends and family. You need such excellent respecful gentleman who pa vehicle. I will recommend this dealer, and this particular sales person to my friends and family. You need such excellent respecful gentleman who pays attention to detail and who is not after every penny he could possibly get from you. This is the reason why I travel far to get what I want in a vehicle. Excellent Customer service is rare these days, and when you find a place that offer you the best of it, you stick to that place. Thank you for the excellent experience Mfon. More
by Angelface
Employees Worked With
Mfon Mfon, Mfon Mfon
November 17, 2011
My husband and I came in to look for a new car because of our new baby. Tony Cox was extremely helpful and had so much passion for Acura's we fell in love. We knew nothing about the SUV's prior to coming i our new baby. Tony Cox was extremely helpful and had so much passion for Acura's we fell in love. We knew nothing about the SUV's prior to coming in (admittedly, I just liked the way they looked on the street) and Tony gave us so much information. I can't imagine taking my little one in any other car. We felt no pressure, we even left and looked at other vehicles, he followed up (still no pressure) and just knew, this guy loves these cars genuinly. Anyone who actually cares this much about a product and is not "salesy" is the best sales person in my opinion. Tony and Chevy Chase Acura were amazing. They have fair pricing, knowledgable staff, and great products. When we are ready, my husband is going to trade is car in for an Acura, too! More
by MollyBerg
Employees Worked With
Tony Cox, Tony Cox
October 11, 2011
We had some really bad experience with their customer service in sales. They did not even reply to my first email (not counting the automatic email sent out by cars.com) asking for some information on th service in sales. They did not even reply to my first email (not counting the automatic email sent out by cars.com) asking for some information on the cars we were interested in. And when we got there to take a look at the cars, we had the test drive but we definitely got this feeling that they were simply trying to rush us out of there as soon as they could. We went to Rosenthal afterwards and got the car we wanted. The level of customer service was night and day. I am actually very very surprised to see the rating of this dealership is this high. Just my personal feedback but i will NEVER deal with them again, no matter for what reasons. More
by garbageliu
Employees Worked With
Peter Larson, Peter Larson
August 11, 2011
I was totally pleased with my experience at Chevy Chase Acura. Salesman Tony Cox was excellent! He was extremely patient and answered all of my questions. He was also knowlegable enough to present me wi Acura. Salesman Tony Cox was excellent! He was extremely patient and answered all of my questions. He was also knowlegable enough to present me with the best options for my budget and needs. If you visit Chevy Chase, I highly reccomend you ask for Tony. Chevy Chase Acura ROCKS! More
by KENYATTAMACK
Employees Worked With
Tony Cox, Tony Cox
August 09, 2011
Worked with Peter Larson to look for a hard-to-find pre-owned Acura TL in a very specific color combo vehicle. Peter was extremely knowledgeable about the vehicle we were looking for and took the time pre-owned Acura TL in a very specific color combo vehicle. Peter was extremely knowledgeable about the vehicle we were looking for and took the time to answer all of our detailed questions, both on the phone and in person (we live in NC but have family in the Bethesda area). We worked with several dealerships (~10+) along the east coast to find our needle-in-the-haystack vehicle and Peter was the most probably the most experienced and informed salesperson. While we ultimately didn't buy our pre-owned TL from Chevy Chase (as we found the vehicle at another dealership), I would highly recommend working with Peter if you're going to Chevy Chase Acura. More
by dswasserman
Employees Worked With
Peter Larson, Peter Larson
