Acura of Milford

Got my oil changed yesterday. On my way home, the bottom part of the car started dragging on the ground. They forgot to put the bolts in. I immediately called the dealership. I was afraid to drive the car all the way back but they told me I had no choice. They told me to try and secure it with something so I used a piece of Velcro. I went back to the dealership today. Liza and Joe were in the service area. Liza blamed me. She said her service techs would never forget to put the bolts back in. She said I must’ve hit something! And then she questioned what the Velcro was. I try to explain again and again but she got louder and louder. She was absolutely unprofessional and rude. Instead of taking accountability and measures to make sure the service tech who did this was aware of his mistakes in order to ensure it doesn’t happen again to me or anyone else, she chose to criticize and blame the client. I tried speaking to the general manager. He merely said I wouldn’t be responsible and nothing was wrong with the undercarriage even though it was dragging on the ground. I asked for something in writing stating that it was their service tax who forgot to put the bolts in. I still haven’t received a response. I could not believe their service manager, Liza, would actually blame me saying they would never do some thing like that. When I called them 10 minutes after it happened because I was scared to drive my car. I purchased the extended warranty when I leased my car so I could get my oil changes at the dealership. I’m afraid to have them service my car again. Not only did this happen once but it’s bound to happen again especially since the dealership did nothing to address the situation internally. Any business who can’t take accountability for their mistakes and choose to blame the client and not even taken to count what actually happened. That’s a bad business. Liza wouldn’t even listen to me. She kept yelling and talking over me. It was absolutely the most unprofessional business dealings I have ever had. Time to find another dealer !!

Vincent Wallace was a true professional. He listened to my concerns, was knowledgeable of the various autos available and a wanted me to be happy with my selection. I recommend this dealer to those looking to buy an auto.

I wrote the following to the general manager yesterday. No response as of yet. Hoping it does not get ignored... New customer here. Brought in my 2021 RDX for the first A1 service today. I have a few questions that maybe you can clarify for me. - is synthetic oil the default oil used for oil changes or does the customer have a choice on synthetic vs regular weight oil? - I asked the tech who checked me in if they will fill tires to the recommended air pressure. He said yes. At the end of service, I asked if this was done...I was told yes. However, when I drove my car home (>10 miles), it still reads as 29 - 30 psi for all 4 tires. I was under the impression these were to be inflated to 35psi as stated on the inspection sheet? - when my service was completed, the car was brought to the bay...however no one came to me to tell me it was done. After 10-15 minutes I went into the bay and asked receptionist if it was ready to go. She said yes and she would finish the paperwork and check me out. Please note there were no other vehicles in the bay either coming in or being released. Disappointed that the staff was not concerned about customer wait time. My original check in person was nowhere to be found. - no tire rotation was done as part of A1 service...although I realize this is "if needed", but I did think best practices were to rotate tires for each oil change? I understand we are dealing with reduced staff and challenges working in this pandemic environment. I also know that Acura is considered a high quality vehicle with a good reputation...especially in the RDX class. I wanted you to be aware of my experience and to use this feedback to better your service experience for returning customers.