Key Acura of Portsmouth

Gone downhill since Key took over Loved this place when it was Prime Has gone downhill since the Key takeover. Labor times seemed inflated now (same maintenance as in past now takes Loved this place when it was Prime Has gone downhill since the Key takeover. Labor times seemed inflated now (same maintenance as in past now takes 50% longer to complete even though the same techs are there (Tim is a great tech, no way it is taking him and his team longer to do the work)). Diagnostics charge is way up (1 hr for a run of the mill code where we all knew going in what the code meant and what needed to be done). And now they have a hidden shop fee of $30 on every service. The service managers Amanda and Thielly are still great, but I feel bad for them. When I bring up the issues above you can see in their eyes and faces that they know it is a scam, but they do there best to stick to the company line (we all know that look when you lock eyes and the other person feels bad for lying to you? But they have no choice). When pressed on these issues they Will work with you. But they are being forced to try an explain away a sham of charges and that is downright unfair to them. Luckily I have all my service records from the last 12 years of doing business with them for both of our family Acura’s and I am a numbers geek, so I catch everything in my spreadsheets. I just feel bad for the average customer that is looking for an honest charge for honest work and gets misled by these charges. Techs are still great, service managers are being used by management, and new ownership is going to drive this place into the ground if they don’t straighten the ship out. I hope they get better. I can’t believe I am probably going to have to go to an independent shop locally for the first time in 12 years. I hate to leave them, And I feel for the employees, but I am not looking to have to haggle over prices and have to bring in old supporting invoices to get an honest price. I am willing to pay the same premium I always have for great service, but at some point the prices have far exceeded that threshold. I hope it gets better, but I won’t be there to see it. So long team, I will miss the honest relationship we used to have. Sorry you are being forced down this path. More

Pleased but room for improvements Waiting area needs to be improved, middle of sales area not ideal. Need to enhance shuttle service or loaner program. Routine service seems to take Waiting area needs to be improved, middle of sales area not ideal. Need to enhance shuttle service or loaner program. Routine service seems to take longer than previous dealership. People are very friendly and accommodating. More

Friendly convenient easy Everybody was friendly and the experience was easy with the help of a loner the work was done in a timely manner and as I expected Everybody was friendly and the experience was easy with the help of a loner the work was done in a timely manner and as I expected More

Service review A difficult assignment: attempting to diagnose an intermittent electrical problem...and we weren’t a local customer. We were provided timely, candid u A difficult assignment: attempting to diagnose an intermittent electrical problem...and we weren’t a local customer. We were provided timely, candid updates. No confirmation of a solution; but it was handled well, including going the extra mile to check for recalls and clear one that was pending. Car arrived dirty and was returned clean. Appreciate the effort. More

Oil change I was in and out within 45 minutes; people were friendly and followed up with me for any input on how to make things better I was in and out within 45 minutes; people were friendly and followed up with me for any input on how to make things better More

Tire Rotation I had a very short window to have my tires rotated / balanced and the Dealer understood and serviced my MDX quickly. Very satisfied. I have always had I had a very short window to have my tires rotated / balanced and the Dealer understood and serviced my MDX quickly. Very satisfied. I have always had excellent service at this Dealer. More