Northwest Acura

Reviews 3

QU

Quinton Li

To those looking to service their vehicle at this Acura dealership: BEWARE - I recommend you go elsewhere to do so. I want to preface this by saying my entire family drives Acuras and we have been doing so for two decades now. I currently drive an 09 TSX and was informed last year sometime about an active campaign from Acura to recall my model due to an issue regarding the engine burning excess oil. I noticed my car was only getting ~3000-4000km per refill before it was empty which was weird because I use synthetic oil. I brought my car into this dealership to inquire about this campaign and the service advisor who helped me, Mark, said he would document my oil every time I came in for a top up. At this point, no problems and I completely understood their process. This campaign was due to end in December 2016 or up to 200,000KM on the engine. By October 2016 I had gone in to top up my oil approximately 3 times and had dealt with the same advisor, Mark. The last time I visited the dealership in Fall 2016 to see whether or not I qualified for the campaign, I spoke with Matt who informed me that they did not have any record of me coming in to record oil top-ups. I was extremely confused as I had originally dealt with Mark the past few times and he personally told me that it was documented. I asked to speak with the Service Manager and Matt left to go grab him. 10 minutes later, he comes back and tells me the service manager wasnt present and that if I left my number, he would call me back. Later that day, I get a call from the service manager, Chris Chamberlain. I explain to him my situation - that I had come in numerous times to get an oil top-up in regards to the recall campaign. He begins to argue with me by rebutting my statements and telling me that I was wrong as they had absolutely no record of me coming in - which again was nonsense. I asked him if there was some sort of solution we could come to and I suggested the dealerships goodwill. He told me he didnt want to spend money on goodwill because they only have so many hours. Was my loyalty to Acura not worth it for him to look into? Demeanor and service attitude is terrible. Im not sure how he managed to become service manager. What tipped me over the edge was this: I went on the NW Acura website after and checked out their employee directory. It turns out the service manager was standing behind the counter THE ENTIRE TIME I WAS THERE INQUIRING ABOUT MY SITUATION. Why was he not quick to address my concerns and why did he ignore me while I was trying to figure this out? Ive driven Acura my entire life and so has my family. After this incident, I will never drive Acura again. I called and emailed Acura Canada and they told me as unfortunate my situation that there was nothing they could do as NW Acura was independently owned. Ive never felt so disrespected by a retailer, especially one as reputable and large as Acura. If you or anyone you know is looking to purchase a car and have it serviced at a premier dealership, Id recommend you go elsewhere and dont deal with NW Acura and their subpar staff. You wont receive the kind of care a customer should receive. Your money is better off elsewhere. Edit (Reply): Thanks for your reply but I know theres nothing Josh Lam can do for me as Sales Manager as he and the Chris are on the same level. All the best to your dealership.

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AL

Alex Klassen

I have now had two sales experiences at Northwest Acura, both of which have been amazing. Mike has been my sales rep for both purchases (previously owned). He took the time to assess and analyze what my needs and wants are and devoted his full attention to me and my questions. I felt very comfortable working with him, which as a female going in a dealership alone is not always the case. At no point did I ever feel rushed. Both times I came in with a particular budget and certain criteria all of which were met. The first car that I purchased from Northwest Acura I still have, love, and will most likely drive until it doesnt run anymore. When I purchased the first car, a few days later I noticed a weird sound, concerned I called Mike right away and he was patient, apologetic, and best of all fixed my problem. Within hours I was able to get my car into the service department where they replaced the belt, and it cost me nothing. Since then I have contacted Mike several times when I have had questions about my car. Although my car is not an Acura, Mike knew all of the specs off the top of his head and everything there was to know about the vehicle. A quick phone call was easier than looking through the manual. I trust Northwest Acura and Mike very much with my vehicle. Along with my purchase I have absolutely no qualms about recommending and referring friends to Northwest Acura. Recently I had a girlfriend looking for a car and the first thought that came to mind was to visit Mike at Northwest Acura. We arrived and he was ready for us. The experience was seamless, and in the end, my friend was able to find a vehicle that checked off everyone of her 15-20 boxes. I would return again and again! Great selection of used vehicles, customer sales service, and service department. Thank you Northwest Acura, I LOVE my vehicle!

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ST

Stephanie R.

I was new to owning my used Acura MDX (purchased elsewhere) and hadnt dealt with this dealership at all. I called desperate one Saturday 6 months ago as I had just experienced a horrible bang and then clunking noises from one of my wheels (no, not a flat). I was supposed to leave the next day on a camping trip with my family and was afraid something had just broken on my car. My regular mechanic was closed and I had no idea what to do. When I called, the service team said if my car was driveable I should bring it right in and they would look at it immediately, considering the circumstances...on a Saturday. I had a ton of errands to run for my trip, so they gave me a free rental, and even helped me transfer my kids car seats. They had my vehicle for about an hour when I got a call back. They checked everything and couldnt find anything at all wrong with the vehicle. They think I got a rock stuck in one of my springs, and it had already worked its way out. Really?? Dealerships have such bad reputations for service, they could have soaked me for charges considering my desperation. And they said, "Im sorry I just cant find anything wrong"?? That has to be a first. They must have been right too because my car has been totally fine ever since. They didnt even charge me for the hour of looking at my car. Also unheard of these days. Crisis averted, and camping trip saved. I know there were a few different guys on the service team who were a part of my mini crisis. Absolutely outstanding service gentlemen. You now have a new loyal customer who will be happy to refer business! Thank you.

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