Crown Acura Richmond

Great service and great product I've been working with Shashank Dharanendra -- he's been incredibly responsive and helpful and clearly needs a promotion. He always responds to my ema I've been working with Shashank Dharanendra -- he's been incredibly responsive and helpful and clearly needs a promotion. He always responds to my emails, messages and phone calls - anytime of the day, even if that requires calling me back if he can't answer right away. He worked with us to give us a good deal on our 2015 Acura MDX, with no pressure at any stage. After that, I called him when there was a problem with a twist in the rear passenger seat belt. He right away got his supervisor to resolve it free of charge. Although he works for Acura and advocates their products as a decent salesman should, he is remarkably super-honest when we ask him if there are cheaper (if not better quality) options elsewhere. This actually works in Acura's favor, because his honesty prompts us to keep coming back to Acura and to recommend it to my friends and colleagues. My wife and I are very satisfied with our car, and with the service that Acura, especially Shashank provides. More

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