Larry Jones | Page 7

willingness to find the problem and fix it They worked to find some on going problems with my MDX and now everything is fixed! Plus I always get my oil changed there and I'm always happy with They worked to find some on going problems with my MDX and now everything is fixed! Plus I always get my oil changed there and I'm always happy with the service. More

by MISSY68LISTON Verified Customer Verified Customer

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So, I still don't know where things stand (UPDATE) UPDATE: My original review is below. I have updated my rating of Acura Columbus from 3.5 stars to 5 stars to reflect their response to my original UPDATE: My original review is below. I have updated my rating of Acura Columbus from 3.5 stars to 5 stars to reflect their response to my original review. I don't say this lightly: I just had the BEST customer service experience I have ever had. Let me explain. Soon after I wrote my original review, I received a message from the company president, John Connelly, apologizing for the problems, stating that that's not how they do business, and indicating that I should be hearing from service manager Larry Jones. I then checked my phone and saw a voicemail from none other than Mr. Jones stating that they wanted to "make things right." I gave Mr. Jones a call and he told me they had read my review but wanted to hear more about the issues from me directly, so I explained my experience and my issues. I told him my main issue was that no one really explained to me why the gas cap issue was not fixed properly the first time and why they hadn't already ordered the new part before my second service appointment. He told me he looked into the issue, and in 2 minutes time, he gave me a satisfactory explanation of the gas cap issue. Again, he reiterated that they wanted to "make things right" - and they did! - They drove a rental MDX down to my place of business an hour away - They picked up my RDX, took it back up to Acura Columbus and fixed the gas cap issue - They noticed another possible issue with the gas cap so they went ahead and replaced the entire assembly free of charge - When I indicated I wanted to go ahead and pay for an oil change while my vehicle was up there, they offered to go ahead and do an oil change and tire rotation free of charge - They drove my RDX back down to my place of business and dropped off an invoice showing the gas cap repair, oil change, and tire rotation had in fact been done free of charge - Instead of simply parking my RDX on the street, they drove it around to our parking lot in back, which is off of a narrow alley-way, and backed my vehicle into a parking spot so I could get out more easily (small things matter) - They placed a note with mints on my dash (small things matter) - They 3-day priority shipped me a box of gourmet cookies with a handwritten note from Mr. Connelly apologizing for my troubles, which I discovered on my doorstep when I got home - Mr. Jones kept in constant communication with me to make sure I knew exactly what was going on and when I used to work in customer service. In my current profession I deal with numerous clients on a daily basis. I am just so impressed at the lengths Acura Columbus has gone to try to make me a happy customer - and it has worked. They have certainly redeemed themselves in my eyes. Not only did they do everything they should have done to "make things right," but they did everything they could have done. It seems that my initial bad experience was just one of those instances that "fell through the cracks, " but that is clearly not indicative of how the company is run. Special thanks to Mr. Connelly and Mr. Jones. I will be back. -Grant _____________________ ORIGINAL REVIEW: There are two Acura dealerships in Columbus. I had purchased a used 2013 RDX from elsewhere. A few months ago I made an appointment with Acura Columbus to get a sun glass holder and gas cap tether fixed under warranty. I was told it would take approximately 1 hour. It ended up taking 2.5 hours because they were behind on some other service jobs. Kind of inconvenient, since I 1 hour live out of town, but it happens. I simply took an Uber down the road to some shopping areas and then came back. A week or two later, the gas cap tether comes off again - literally just falls off when I unscrew the cap to fill up with gas. I call again and schedule another appointment. I also wanted them to check out some noises coming from the vehicle that I didn't know whether they were normal or not. Their "sound guy" only comes during the week, so I had to leave work early and schedule something on Monday. Again, I can kind of understand that. I show up and talk to one of the guys at the front kiosks, who enter in vehicle information and arrange for it to be looked at (Bob Meyer). I explain that they had fixed the gas cap a few weeks ago, and that it fell off again for no reason. I asked that he confirm it would be no additional cost to get it fixed the second time, since it was their fault. For some reason, he could not confirm that, which made me nervous. Something about "as long as [I] didn't break it." Anyway, the "sound guy" (Eddie Chandler) comes out and we both hop in the vehicle to drive around and try to identify the noise issues. Mr. Chandler is a cool, nice guy. Ultimately, he doesn't hear anything out of the ordinary, so that was good news. We come back to the dealership and I hang out in the waiting area for probably 30 to 45 minutes. It's an "ok" waiting area with some drinks and snacks, a loud TV, and chairs that are a little worse for the wear. Not great but it doesn't matter if I don't have to wait there for a long time. Eventually, Mr. Meyer comes out and tells me that they have to order a gas cap part and that I will have to come back up in another day or two to get that installed. I ask him why that would be when they knew weeks in advance what the issue was. I explained that it was very inconvenient because I live out of town and can't take off work repeatedly to get a gas cap tether replaced. He doesn't really say much except to say that the correct part was not used when they fixed the gas cap tether the first time. He did not explain why that was, though. I left and came home. When I filled up my vehicle with gas the next time, I noticed that the gas cap is currently tethered, but given Mr. Meyer's comments to me, I don't know if it's tethered correctly, or if a new part needs put on, or what. I never received any follow-up phone call from them letting me know that they had received the part. At the end of the day, I left feeling very unsatisfied and confused. The staff that I interacted with were friendly, but if you're wanting my honest opinion, the experience was not great. The fact that the dealership is located on the corner of a busy intersection, and its parking lot is extremely cramped and tricky to navigate (the service area is hidden in the rear of the building) doesn't help. I may be looking at other Acura dealerships in the future. More

by gjs87 Verified Customer Verified Customer

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Acura Recall Unfortunately Corporate Acura has policies that make it difficult for dealerships like Columbus to give their customers great service when there is a Unfortunately Corporate Acura has policies that make it difficult for dealerships like Columbus to give their customers great service when there is a part recall. However, Acura Columbus fixed my car quickly when they received the part a month later. The manger reached out to me and wanted to hear about my experience and help fix any complaints. More

by Acura123 Verified Customer Verified Customer

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Great experience at Acura Columbus with Salesman, Steve Ault My experience with Acura Columbus and Salesman, Steve Ault, was exceptional. Steve has the ability to quickly assess his customer (which translates t My experience with Acura Columbus and Salesman, Steve Ault, was exceptional. Steve has the ability to quickly assess his customer (which translates to respect for their time). I did not need to be sold on Acura (this is my third one), so Steve honed right in on changes/improvements since 2014 to now. He was thorough and explained the features that were important to me...clearly Acura "schools" their Reps well. If I owned a sales-related business, I would try to steal Steve away. Top notch sales experience. More

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Excellent Service I recently purchased a new 2015 TLX at Acura of Rochester. The car had some problems. They have went out of their way to correct the problem and bey I recently purchased a new 2015 TLX at Acura of Rochester. The car had some problems. They have went out of their way to correct the problem and beyond. I would highly recommend this dealership to anyone. More

by LISASEYMOUR36 Verified Customer Verified Customer

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All star organization Excellent people to work with in the service area! Empowered to take care of the customer! This dealership isn't the closest one to me but is my go-to Excellent people to work with in the service area! Empowered to take care of the customer! This dealership isn't the closest one to me but is my go-to when I need work done! More

by KEVIN_JD21 Verified Customer Verified Customer

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