I recently leased a fully loaded RDX from Montgomeryville Acura ($$$$)
When I first visited Montgomeryville Acura, we were test driving SUVs and while we were test driving, someone side swiped my Audi. As you can imagine I was upset and frustrated. The sales man (Jim) and his manager (Rob) said they would take a look and try to help. Afterwards, Rob told me that he is not responsible as they don't know who did it. He further explained that if I was at a grocery store, I could not hold the store responsible. I responded that I am not buying groceries, I am getting a car. I told them that my car is parked right in front of their security camera so we can take a look at what happened and who did it. Unfortunately, they responded that the cameras were not functional (really?!?) Next, I was told that they have body service guy that will take care of this for a great price. I responded that I want them to take care of this and they didn't respond. They told me that it probably won't be that much and let's see what happens.
It took a few weeks to coordinate their service guy taking a look at my car and in that time I leased a new RDX and that became my third Acura but first time I was leasing. When their service guy finally looked at my car, they told me it would be almost 1K to repair. I asked Jim if they were going to help and Jim told me he couldn't as its not in his scope of influence but I should talk to Rob. I called Rob and he told me that understood my point but wasn't sure about what he could do. I asked him to speak to his manager and this was not facilitated. I asked that even if you don't cover the full repair but with me being a new and previously loyal Acura customer, I hope they try to do right by me. I would be ok if we split the repair cost as well. Rob never called me back and I had to call back about 3-4 weeks later. Rob then called my wife instead of me and told her that they couldn't help me. I called Rob and told him that I was not happy. He told me that there is nothing he could say to make me happy and I told him that I was very disappointed that Acura would treat a customer (loyal customer at that) over 1K or even just $500 like this. Rob told me that if he did this for me, he would have to do it for everyone. I disagree with this approach of customer service as this type of service is not publicized but it is good practice to make me not just more loyal but also an advocate for Acura. I understand customer service well especially for someone that is leasing and has been a loyal Acura buyer and potential long term leaser.
Rob and this Acura dealer needs to understand what customer service means and what Long term value of a customer is and what customer satisfaction means too.
Both Jim and Rob were aware that I was looking at another Acura (the TL Sport) and they tried to sell me that but still wouldn't take care of me as a customer. Cannot imagine that they are ok to try to upsell me another car but not take care of me as a customer.
I feel people should be aware of how this Acura dealer can treat customers over what I believe is a marginal amount of money. The amount of time and back and forth and then not even willing to meet me half way is an amazingly poor experience. I do not recommend Montgomeryville Acura.