Criswell Acura

I’m incredibly disappointed with my recent experience. After owning my Certified Pre-owned Acura for less than 3 months, I was shocked to learn I had to pay out of pocket for a new battery. To make matters worse, I had to drive to two different dealerships and even call out of work to get this resolved. This level of inconvenience is unacceptable, especially for a brand that prides itself on luxury and reliability. What makes this even more frustrating is that I love Acura so much that I purchased the exact same car after my previous one was totaled in a collision with a deer. My loyalty to the brand makes this experience even more disheartening. I expect better from Acura and hope they take steps to improve customer support and resolve issues like this more effectively in the future.

Use caution and thoroughly check your vehicle especially any customizations. I’ve had a repeat issue with service department. They have taken or damaged my center caps from my 23 MDX Type S twice. On the recent visit they removed the Acura emblem on one and removed and replaced with another cap from another vehicle (grey). My center caps were custom painted Satin Black to match wheels. My guess is someone liked them. They have previously replaced them the first time this happened and on this recent issue have not responded. Included pictures to show Center Cap as I brought the vehicle in and then the swap and removed emblem when I got it back. This in addition to me not being made aware that technicians refused to rotate my tires stating that they don’t touch them because they are “painted”. I am now out of pocket for a tire rotation and having replacement Center Caps painted. Adding to list of problems: Deep scratch on rear passenger side molding. Attempted to fix with touch up paint. I was not told or made aware. Emails sent to Service Manager and General Manager with no response. Acura has been notified. Update: response received My emblem may have fell off while driving. I’m guessing one must’ve also changed color while driving. Current list of expenses from my last service at Criswell Acura: - Tire rotation - New Center Caps being ordered and painted - attempted repair on a deep scratch in my rear passenger side modeling that touch up paint was applied) same side that had the missing emblem from my center caps. Repair did not work. Did receive a call back from Steve Savage GM that was a voicemail. Returned call and waiting to hear back. Update: 12/18 - GM Steve Savage left me a voicemail offered to reimburse me and to work to build trust back. Texted to confirm what he meant by reimbursement and how he planned to address the warranty requests that had no action. 12/19- GM Steve Savage in a voicemail now stating “that is a lot to happen in 3 hours” and “he doesn’t think trust can be rebuilt”. “Try another dealership and hopefully they can meet your needs because we obviously couldn’t”. “We are closing the case and moving on”. Looks like I’ll continue to work with Acura directly since this dealership’s leadership is refusing to provide Customer Service.

Small dealership with a chill vibe, everyone was friendly & it was an easy process. They accommodated all my needs, the car was reasonably priced & the car was clean. would recommend this dealership to others.