Crown Acura Richmond

Disappointed and frustrated Here we go...saw a 2015 RDX on their website that was everything we wanted, color, AWD, Tech pkg, etc. Did a chat online, with a young lady, around 1: Here we go...saw a 2015 RDX on their website that was everything we wanted, color, AWD, Tech pkg, etc. Did a chat online, with a young lady, around 1:30 pm to see if they still have the vehicle on their lot, she confirmed the vehicle we were looking at and said it was still in inventory so, we scheduled a test drive for 4 pm that same day. I told her we were traveling almost 2 hours away. She asked if we would be trading in a vehicle and we told her the year, make and model. Got a call from salesman around 2:00 pm leaving me a message stating he was looking forward to earning our business and would have everything ready to go when we got there. Got another text from him at 3:37 asking if we were still on for the 4 o'clock test drive. We pulled into the dealership at about 4:10 and parked. As soon as i got out, the salesman was meeting us at my car and asked my name to confirm it was us. The next words out of his mouth were that they had sold the very vehicle we had scheduled to test drive about 2 hours ago! First of all, the salesperson was nice but at that point I was completely angry (as was my husband). He continued to say that they would be happy to help us find something else on the lot. He stated they tried to call us twice and sent a text msg. I had no missed calls on my phone and the text asked only if we were still on for the 4 appt, nothing else. Have both the txt and voicemail and call log on my phone to prove it. He did come back out to see if they could look for another vehicle that maybe was in their inventory but not on the lot so we did give them the opportunity and they did attempt to have us look at another one with more mileage and they told us that the 'chat' feature on their website was not people actually at their dealership so the people in the online chat wouldn't know when a vehicle was just sold, and that they (salesmen/managers) wouldn't they know how far someone was traveling to come look at a vehicle but they certainly knew we had an appt to test drive that one and what kind of vehicle I drove as a trade in since they came running as soon as we parked. So, they knew a lot about my conversation in the online chat. They made absolutely no attempt to tell us they sold the one we were looking at, they were just hoping when we got there they could sell us something else. It was a big waste of my money and time and complete disrespect for me as a customer. I feel like they could be a good dealership but only if they have the vehicle on the lot to sell when you get there. They practically knew before we left home that they had sold that vehicle and didn't have the decency to tell us to keep us from driving all that way for nothing. I don't blame them for selling it, we didn't put a deposit down on it and wouldn't sight unseen but they could have been upfront about it and then offer to keep looking for what we wanted to try to gain our business instead of taking a chance at trying to sell us something we didn't want. More

Worst Experience My husband and I bought a used 2013 Ford F-150 from Crown Acura Richmond....if I could give negative stars for this review I would. They sold us a co My husband and I bought a used 2013 Ford F-150 from Crown Acura Richmond....if I could give negative stars for this review I would. They sold us a complete LEMON. Not but 10 minutes after we drove the truck off the lot did the check engine light turn on. My husband took it back up there immediately and they checked it out and said the catalytic converters were clogged and the O2 sensors were bad....which should have been checked during the initial inspection (clearly not done properly). They told us it would take a few days...we ended up having a loaner for over a week...the service staff was not capable of fixing this "simple" issue, so they took it to Ford and then to Tuffy's. Not only did we have the loaner for over a week, but the sales person (Shashank) told us that the tags were going to expire within that day that we needed to bring it back to renew, but when we did we looked at the paperwork and it was not until 2 days later that we needed to renew. This place is such an inconvenience and the staff do not pay attention to detail. When we got the truck back, my husband went to change the oil (because the dealership had not) it was leaking oil on the bottom side bell housing of the transmission (which again should have been caught/seen when initial inspection was done). The truck went through not one, but THREE different shops and not one mechanic saw this issue...absolutely mind blowing. We took it back once again and told them the issue...the general manager Alex, said they "wiped" the oil off and finally changed the oil and said nothing was wrong and there was nothing to worry about. Once we got the truck back, not a day later were we having the same exact issue. Also, 3 bolts from the heat shield fell out and it was dragging on the ground and obviously messed it up to where we couldn't put it back on. We tried several times to return this truck, but they would not take it back unless we bought something else which that would be just ignorant. All of the managers kept telling us they gave us SUCH a great deal....yeah on a lemon, we truly appreciate that!!! NOT! We were still spending a great deal of money and all the general manager could keep telling us was how much they spent on trying to fix things for us and we got a great deal so not sure why we were trying to argue when "nothing" was wrong...through text messages of course. We tried calling the corporate office (Marita Gregory), but she never returned our phone call. Goes to show you how awful their customer service is. The only decent thing we got out of this was a free 3 year warranty, which was another thing the general manager said he spent SOOO much money on. That is your job...customer service and making customers happy and satisfied. My husband was so excited to get this truck, until all of this happened. We didn't even have this truck for 30 days. We took our business elsewhere and had a much better experience. I would never recommend this dealership to even my worst enemy. More

Best car buying experience ever! We just bought a gently used 2014 Dodge Charger from Crown Acura, Hayton Jones was our Client Advisor, he made the whole experience fun and stress fre We just bought a gently used 2014 Dodge Charger from Crown Acura, Hayton Jones was our Client Advisor, he made the whole experience fun and stress free. Tim St. Clair was our Sales Manager and was very helpful and up front with the vehicle pricing. Even though we were not looking for a new Acura the whole team made us feel like valued customers. Ask for Hayton Jones, he was great! More

Trustworthy and Customer-Driven I just purchased my second MDX from Crown Acura, and couldn't be happier with the car and the car-buying process. I was in between two different Acur I just purchased my second MDX from Crown Acura, and couldn't be happier with the car and the car-buying process. I was in between two different Acura models, and Belinda, as well as the management team, helped me pick the right one for me. I have now owned the car for two weeks, and couldn't be happier! Belinda Miles was an excellent advisor, and was great at explaining the new technology in the new vehicles. I've found that Acura has more technology in their vehicles than their close competitors (BMW, Audi, Infiniti). I went into the dealership a few days after my car purchase, with a few questions about my new vehicle. Not only did Belinda take time to answer my questions, but I also received a follow up by the General Manager, Alex, to make sure all my questions had been answered. Crown Acura has great employees with no high-pressure sales tactics. They help you find exactly what you are looking for. I would definitely recommend to all. Bottom line, if you are looking for a trustworthy dealer who will continue their relationship with you before, during, and after the purchase of your vehicle, Crown Acura is the way to go! More

Professional and Sincere From the moment I walked into the dealership I felt welcomed and knew I was dealing with a knowledgeable and friendly sales team. Their willingness t From the moment I walked into the dealership I felt welcomed and knew I was dealing with a knowledgeable and friendly sales team. Their willingness to earn my business was very refreshing. More

Dream car crushed Bought a 07BMW 750Li in Nov.2015 on the way home check engine light came on. Called Crown to see what they can do about it. The sales person took my n Bought a 07BMW 750Li in Nov.2015 on the way home check engine light came on. Called Crown to see what they can do about it. The sales person took my name and said that the sales manager would return my call. I waited no return call called back they say he wasn't there and that he would return my call never did. Took the car to shop in my area since I live a hour and a half away. The car needed two sensors. I bought the sensors and got them installed. The shop that worked on the car said they must had cleared the codes there's no way that both sensors went at the same time. He said they cleared the codes just so they could sell the car. In Dec. the driver window stop going down and than the door doesn't open from,the outside or the inside. I have to climb across the seat to drive the car. Now the car is saying the oil needs to be service. If I haven't had the car 3 months nor have I even been 2000 miles on the car. I thought the dealer suppose to change and check all the fluids before selling the car. I'm having problem after problem with this car. Don't buy from Crown Acura of Richmond!!! I know I wish I never did. I haven't enjoyed the car since I bought it neither has my wallet!!! More

CROWN upside DOWN!! Initially I thought the sales process and communication for the purchase of my mother's vehicle was awesome, especially since the sales team drove the Initially I thought the sales process and communication for the purchase of my mother's vehicle was awesome, especially since the sales team drove the car an hour to meet her to complete the deal. Soon afterwards, everything else went downhill. There were cracks in the front windshield(they did ultimately get fixed after multiple contact attempts and trips to the dealership over a period of 3 weeks), one of the lights was not working(still not fixed or resolved after 3 trips to the dealership and them checking it and saying it works, clearly does not. I took the car in to Jiffy Lube for a routine oil change a matter of 3 weeks later just to stay up on maintenance since I had a free moment, and they refused to change it due to a bad leak that they stated doesn;t appear to be something that just arose. I then drove the short 5 miles down the street to the dealership, waited for the service department, where the service department then told me they couldn't look at the car that day. I walked around the front and spoke with someone at the front desk who then spoke to the service department who then said it turns out they can look at it. Upon their examination there was a bad leak in the power steering or something and the warranty that they added to the deal, doesn't cover the repair for a car that we just purchased from the dealership a matter of a few weeks ago. Oh how the tide and feelings can change. I went from try Crown Acura they have exceptional service, to they have exceptional service until....the deal is done.. More

Just purcased a 2016 ILX Just purchased a 2016 Acura ILX from Crown Acura. Everyone was very helpful! Kudos to Shashank and A.J. for their assistance and guidance through Just purchased a 2016 Acura ILX from Crown Acura. Everyone was very helpful! Kudos to Shashank and A.J. for their assistance and guidance through the process. More