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?