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Our niece just purchased an ILX from another dealership... - AndyT
Our niece just purchased an ILX from another dealership and we had a used safety inspection completed at Schaller Acura. Having worked in the auto industry for 5 years on the service side, I really wasn't expecting much. Service departments in general have a lackluster reputation, and with COVID happening, I was expecting a substandard interaction. However, I was happily surprised. From my first interaction when making the appointment all the way through picking up the vehicle, everything was spot on. Jason Stone was more than willing to work with the other facilities third party warranty and get everything Schaller found during their inspection corrected. They ended up having to order a few parts and provided a loaner vehicle so we could make the drive back home to MA. Jason also kept us updated every step of the way and provided a recap of everything they did to the vehicle when we came to pick it up. This is what dealership service should be. This is the sort of experience you should have every time you bring your Acura to be serviced, or any make for that matter. It's clear that Schaller Acura has a team of dedicated professionals that know what they are doing and how to treat their customers.
Top Reviewed Service Specialists At This Dealership
Oil change on my 2018 Acura TLX - HGalli
Went in to have my oil changed on 26 June 2020. Steve Kuchman was very understanding of my health condition and anxieties due to the Covid-19 pandemic. They were very cautious to not contaminate my Acura. The people at Acura of Berlin are always nice and understanding.
I was driving to work and was two blocks away from... - dhundup69
I was driving to work and was two blocks away from merging into highway in my 2017 Acura MDX, all over sudden my dashboard lights started to flicker and my car went dead, tried jump start few times but it just won't start so, I called Acura by Executive,North Haven service dept and had my car towed to the dealership.Next day I stopped by the dealership and Tyler Leopizzo from the service dept explained to me what could be the issues with my car and he took care of my car replaced alternator, battery and valve gaskets and my car drove like brand new the next day and He mentioned that everything is covered under factory warranty didn't cost me a penny and he even had my car washed and vacuumed .Thank you so much Acura by Executive,North haven specially to Tyler Leopizzo service specialist by going above and beyond and I am so happy, Appreciated!! I highly recommended Acura by Executive..Thank you so much....
2017 Acura RDX - Wilgen77
I took my car here on 05/26/2020 I had it towed for an issue with the car trying to start itself
in my garage. My panic alarm kept going off on it's own mind you this has been happening since March !! I have brought it to them 3 times already they kept the car for 3 days the 1st time with no communication back and forth.. just we cleared the codes it's all set ! this time I had video of what my car was doing and cleary there is something electrial happening with the car. this time 4 days with my car no calls no nothing not even asking if I needed a car ! I was dealing with Paul who sounded like he was stressed out and came to tell me that thier scanners were down since Tuesday !! ummm isn;t this something that you should have told me so that i could have made other arrangements for the next 4 days !
long story short they text me at 230pm Thursday let me know it was the battery terminals they adjusted car is all set !! same thing they did last time ! I bought my car here and I have never had this type of experiance with them ever !!! I will not be bringing my car back here for anything at all ! you need to train your guys to communicate with customers !!!
I feel swindled every time I leave - Rmokriski
I bought a 2010 TL from this dealership in 2013. Before the first 3,000 miles the engine oil tank went dry. I brought it in and was condescendingly informed not to go by oil percentage but focus on miles (why do they repeatedly put oil percentage on the sticker then?).
My engine continued to burn oil, and I continued to inform them of this issue. I park in the garage so I knew that there wasn't any leaking. I also continually saw smoke from the tail pipe. I was told they "put a note" in the system. I eventually got tired of their attitude, and I started having a local mechanic service my car.
In late February I received a notice from Acura entitled: Warranty Extension: Engine Oil Consumption Exceeds Client Expectations. It stated that I needed to bring my car to an Acura dealer for an engine oil consumption test. If the dealer determines that there is excessive consumption, the dealer will repair my vehicle free of charge.
I made an appointment and Bradford Haskins Sr told me that this was visit one of four total visits - they needed to test consumption after every thousand miles to see if it exceeded one quart per 1,000 miles. Furthermore, he told me that my rear main seal was leaking, and before they could even start the test, I needed to have that repaired. As it was a major project parts and labor would be in the neighborhood of $1,700. He also said no note had ever been left in the system.
I took it to my mechanic. He was able to access the rear main seal and determined it was totally dry and not leaking.
I called corporate Acura and they told me to honor the Warranty Extension that a) had to take it to a Acura dealership for the Consumption Test and b) but before I could do that, they had to relook at the rear main seal. As this is diagnostic, I would be charged the labor on this major project.
Acura of Avon's Service is untrustworthy, and Acura Corporate did not care enough to even attempt to make it right.
Experience was okay half & half. Customer service was... - Autumn
Experience was okay half & half. Customer service was good. But had my valve gasket fixed, had to wait an extra day cause the mechanic didn't put something on tight enough I guess. Then a month or so down the road the same problem occured. So they really didn't fix anything properly. Then I brought it back & they told me I had to pay to have something else fixed before fixing what they messed up for free. I paid 400 for nothing. A few months ago or so still have the same problem. Was very disappointing to me.. Would have wrote a review sooner but couldnt figure out how. Will not be going back.
Before I write a review on how long I’ve been trying to... - Kingkem
Before I write a review on how long I’ve been trying to get my car situated and fixed properly as that what insurance is for. I’d like to talk to someone to make sure this is not what really goes on over there.
Long time customer - mwilber
I started going to Devon Acura in 2012. I have had nothing but great service. Ask for Nick. He always takes good care of you. In 2016 my shocks went out very early, only 50,000 miles. Unfortunately they were our of warranty due to the age of the car. However, they made a special call to Acura asking them to make an exception due to the low miles. They got them covered, saving me a lot of money. Reading the reviews it looks like they had some troubles in 2012 but I can say that they have gone out of their way to take care of me during the time I have been using them.
exhorbitant price on services not completed. - xacuracustomer
I would not recommend this service center to anyone due to their exhorbitant price on services claimed to have performed on vehicle when in fact it was not done. Lacks trust issues.
Terrible Job / Excessively Long - Bad Choice
I was talked into going to this shop by my insurance company. That was a mistake. It took the shop 32 days to do a 9 day repair. They never called to update me on the progress, the only way to find out what was going on was to keep calling myself. That is a long time to be paying for a rental car. When I did finally get my car back the paint did not match, the body panels where misaligned, there was damage to the interior, a pile of screws was left in the cup holder from who knows where, the windows did not all work, the wheel was rubbing and they charged me $700 for a set of tires I did not want. This was such a terrible job I won’t even go back there to have them fix it. I do not want them anywhere near my car again. Surprising that this is shop can stay in business.
Chris communicated well the work to be done and the... - pootmom
Chris communicated well the work to be done and the price. He was courteous and friendly.This dealership has always done exceptional work on my vehicle at a fair price.
Bad experience. Poor service skills - MikeY
Worst body shop I've been to. They'd have done a better job at Macao. After Joe telling me he'd work the deductible in for me, they call me once it's finished to tell me that it's all set but I have to pay the deductible. I figured no big deal so I went down to pay and pick up my truck. Upon examining my truck, they didn't prep the truck correctly and I had a flaw over a foot long that nobody even checked over or looked at before they tried giving it back to me. While letting joe know that i was upset over the issue, he displayed his poor customer service skills by walking away from me mid conversation and going into the back. Grated i wasnt yelling or being a dick, just talking. After a weekend of having my truck still and them racing through it again, there's still a section that they never fixed. I paid to get it out of there out of their hands. First off, how do you give a car away with a huge imperfection, then bang through it and still have it look like crap? Very unreliable and rushed here.
Sold me a car with no breaks or K208 form. Dishonest people - Michelle
I had the most dishonest experience at Schaller in New Britain. I would never recommend to anyone to go through what I had to go through or to work with the incredibly manipulative BILL PAPALEO and I am currently filing a claim with the DMV. Schaller sold me a car with 0 breaks and did not provide a K208 form... which means that they NEVER INSPECTED the car. I drove the car off the lot and then went on a three week long mission trip. When I came home and really started driving the car, I noticed that there was something funny with the breaks. I am in my 20s and not too experienced with cars (this is only the 2nd one I've ever owned) but I brought it to Torrington Hyundai (it was a Hyundai Sonata) to get checked. They told me that the breaks were metal to metal... and that is was extremely dangerous to be driving. They would not let me drive my car off the lot and said that I needed breaks before they would feel like I could drive again in good conscience. I explained that I had recently bought the car and they said that it was physically impossible to buy the car that had been properly inspected with these breaks. Torrington Hyundai called Schaller and spoke with BILL PAPALEO who explained that he swore that the car was sold at 6mm breaks on the front and back (he went back to retract this statement later). After explaining, that I had the actual breakpads in my hands and that they were down to the metal and that they would not let me drive the car off the lot, he agreed to have Torrington Hyundai fix them.
However, my issue with Schaller was that when I went back to ask them how this could have happened and how they could have sold a car to me with 0 breaks, they came up with one million false stories. I am a young woman and felt so taken advantage of as they tried to explain to me how I was wrong. First Bill said that they did sell the car to me at 6mm breaks and that he could see it on the service forms. I asked to see the forms and he said that they were being digitized and that he could not retrive them at the moment. Then I reminded him that it is physically impossible to go from 6 to 0mm in three weeks (or even a year!) and he started to change his story saying that there was no way the breaks were that low, etc, etc. I told him I physically had the breakpads in my hand and I was coming to show him and he changed his story once again. He then said that Torrington Hyundai had "xxxxx them" (his words) in charging for the break rotors because those would not have needed to be replaced even if there was no breaks. Thankfully my dad had informed me that if the breaks were this gone, then the rotors would also not be in good condition. When I reminded him of this, he changed his story once again.
This continued over and over. He kept making excuses about how it was my fault that I had no breaks and how the car was in perfect condition when they sold it to me. He was rude and disrespecful and lying through his teeth and I felt so taken advantage of as he screamed to me over the phone.
Luckily, the mechanics at Torrington Hyundai told me that all of this should have been documented on a K208 form that they are REQUIRED to give every person that buys a car. I never received one... and I am certain of this because I put every single piece of paperwork from the car sale (including the car title... which my dad later yelled at me about and made me put in a safe place in my house) in the glove compartment. There is no K208. I told Bill this and he said he would go find me. He came back with a copy of a K208 with my car's plate number on it... except the signature and date portion of the form was conveniently cut of... as if he photocopied my name right off of it. Again, I never received this form and never signed it... so he was just making this up right in front of my face.
Bill ended with telling me that he thought the mechanic that did my car was suffering from eye problems because "he had diabetes" and that he probably just missed the breaks. BIG DEAL. He said the mechanic was on vacation so I couldn't talk to him.
At this point, I could not believe the lies coming out of his mouth. They don't have my K208 form with my signature because they accidently cut it off while copying it, they didn't sell me a car with no breaks... oh wait they did, it was just that the mechanic has eye problems and missed it. THIS IS A HUGE DEAL. YOU SOLD ME A CAR WITH NO BREAKS AND I COULD HAVE DIED! I could have gotten in an accident and it would have been your fault. This is a huge problem.
And Bill Papaleo made every excuse ending up with the "mechanic has eye problems". I have never felt more manipulated or taken advantage of than I did by this man. He straight up lied to me face over and over again. He was unkind and just not a good representation of anyone that should be working in customer care. In fact, when I told him I would be writing a review he threatened me.
I will NEVER recommend Schaller due to this man.
The service was more than Exceptional - MTB
Dear Mr. Weiss,
I want to thank you for your quick response and resolve for the miss communication between me and your Service Department. I was very please with the service that you provided for me.
You were on time and very respectful to my needs. The service was more than Exceptional.
I thank you very much, it made my time constraints more than manageable. Thank you and your service department for your great work. I would recommend your department to all.
Ernest & Mary
I am very picky about who works on my car and this shop... - sunlover
I am very picky about who works on my car and this shop was terrific! I know about cars and they didn't try to sell me work I didn't need nor did they pressure me into any "extra" services. All their recommendations were spot on and their prices are competitive but there was no pressure to "get it done now." Times are tough these days, and I felt like they understood that and would work out a time frame with me and prioritized my car issues to help out the old wallet! I definately will refer my friends to these guys!