Crown Acura Richmond - Service Center

Since my original purchase in 2002, I have always been pleased with the the service associate Mike Mereu. I feel that I have always been treated with respect and told the truth about my vehicle’s condition. He has guided through the best recommendations which has lead me to a 350,000 mile odometer reading.

They are honest, fair and reasonable. Work is completed perfectly and on time The staff is helpful and gives great personal service. I always feel valued and feel like I'm getting a good deal working with Crown acura.

Mike Mereu made me a very quick-turnaround appointment, and got me in and out in no time. He has always been an advocate for me, and keeps me well informed on the status of my vehicle and its warranty. Outstanding representative for Crown Acura.

Mike Mereu is Service Advisor to our 2014 & 2019 RDX’s. He provides reliable information regarding our cars and their maintenance needs. We purchase everything from Mike, including tires. The good service is consistent, tires and installation are first rate, wheels balanced properly, alignment is accurate, and they make certain that the vehicle is safe to drive. Mike ensures that the service is prompt and that the vehicle is clean upon its return. A loaner vehicle is provided whenever needed. Mike provides outstanding customer service and he values my time. Great service is one reason we purchased another new vehicle from Crown Acura. Our whole experience has been great. And we love driving our Acuras.

Crown Acura has a wonderful team. They’re very polite and thoughtful. I brought my car in for an issue I’ve been having and they took care of the problem right away! During my wait, I was offered water and a variety of snacks. I love my Crown Acura crew!!!

There was a misunderstanding on dropping off my car or waiting. I made the appt online for an auto inspection since they waive the fee. I do not understand why this would warrant dropping off my car but I was told the guys go to lunch and were not available for my appt. Mike M was rude from the moment he asked my name and it progressed from there. I spoke with the service manager at the end of the appt which was not helpful and only made the situation worse. Several of the sales people acknowledged me as I waited, They are personable and ensure customers waiting are comfy and have access to snacks and water. Thankfully, I escalated it and spoke with the general manager, Matt who took the time to listen, acknowledge me and correct it. At the end, I met David Burke who more than made up for the earlier situation. David spent time setting up my car and showed me how to use every feature in it. I fell in love with my car all over again and will never forget how he turned a bad experience into an incredible one.

Customer service is terrible. Please don’t try getting a loner. They will not answer calls nor call you back. I got the run around. Also the Web site states the service department open at 6:30. Of course they can’t even get that right. They really open at 7:00. I’ve had problems from day one of purchase of my 2016 Acura TLX. Worst experience ever!!!! I wish I could give 0 stars. So frustrated with Crown Acura.

Crown Acura Service Center offered the worst customer experience! It was my first time and last time doing business there. Customers, beware. Called Service Center to get a quote of tow hitch. Did plenty of MDX OEM tow hitch vs. after market tow hitch research in advance of call so I knew exactly what I needed, asked for quote and got told $620 for everything. When dropping my car off for service 3 days later, was told the price was $200 more (STRIKE ONE), which was unacceptable. After haggling with Emil on that, we asked if there were any Cyber Monday Deals and Emil said, "Let me see what I can do. How about $640, total", which we accepted. When we arrived to pick up car, Emil gives us a bill for $794 (STRIKE TWO)! We asked what happened to $640, and crooked Emil says "I never said $640, I said 10% off." (STRIKE THREE) At this time, we lost all trust in Emil and felt like we were getting lied to and screwed so we took it to the manager. Because of Matt, we walked out of there paying the agreed upon amount of $640, but because of Emil, we are never going back. Crown Acura Service Center is crooked and dishonest. Customers, beware. We loved buying the car from the dealership side of the house. Anthony Easter made it a great car buying experience. Cannot believe how different Service is from Dealership. If anyone other there cares, please investigate! If service calls are recorded, I encourage you to listen on 11/29/17, between 10 and 10:40 am for the call. Start there, then put yourself in our shoes. If you aren't getting a high rate of repeat customers at the Service Center, then take a look into your Service Manager's practices. Time to clean up. You've got a lot of good people working hard for you in the front. It's a shame the customer experience isn't carried through to the back. The only way I'd ever go back to Crown Acura Service Center is if there has been serious reforms to practices starting with whoever is in charge back there. For example, put everything in writing. If you quote someone something over the phone, put it in writing. If you quote someone something at the time of drop off, put it in writing. Be transparent about all the charges the customer will expect to pay. Why aren't you guys already doing this?

I have purchased three new vehicles from dealership. The service department has always been lacking, but recently apparently they’ve decided to no longer give loaner cars out with service. They all but refuse to give you a loaner. I don’t know about you but one of the main factors in buying a luxury car as you get taken care of when it needs service including a loaner car. This is just the icing on the cake of at the lackluster performance of their service department. Unfortunately for Acura there’s no other dealerships in the area so I will be switching brands.

The service department is either dishonest, incompetent, or both! They quoted me $1,000 to repair the rear AC unit in my 2005 MDX and a competitor just fixed it for $288 parts and labor. They apparently did not trouble shoot the issue to discover root cause in favor of selling me a new AC unit. All it needed was a new resistor. This is completely unacceptable! In a different incident, they did a recall replacement of the airbag in my 2010 TL and completely scratched up the steering wheel. They fixed it, but I was inconvenienced nonetheless. I will never get any of my 3 Acuras repaired there again!