Burrard Acura

Reviews 3

ST

Stephen Lowe

I am very generous to give a two stars. In my situation, most customers will only give one star or no star. I have my MDX serviced there for a few years and now I will NEVER go back again. I have given them enough chances to improve but after numerous complaints, nothing has happened. My Acura MDX has been an excellent vehicle but the service at Burrard Acura has not been satisfactory. 1) In the winter of 2012, I have my vehicle serviced at the old Burrard location. After the service, I found that my pair leather glove were missing. So, I called Burrard Acura but nobody knew where my glove were. I decided to go back to the Service Department and talked with the Service Agent. And he said "these are your pair of gloves sitting on my desk, you may pick them up." I was quite annoyed and said to him "Why dont you call me immediately since you know that they are my glove". He was speechless and just smile. 2) Double-charging without even a sincere apology - I was at Burrard Acura to service my MDX on October 19, 2013. The Service Invoice # is 328495. Instead for a single brake service job, the same service rep double charge me for servicing both brakes overcharging me for $260. At first, I was not aware of it until my wife checked and calculated the service invoice 328495 for me. It was really an hassle that I have to go back again to deal with the same service rep. Without an apology but he offered me a free oil change for my next service. Dont think that Ive got a deal, read further then you know how I was tricked further. NOTE : FOR ALL CUSTOMERS, PLEASE DOUBLE-CHECK YOUR SERVICE INVOICES BECAUSE YOU WILL PROBABLY FIND A FEW DOUBLE CHARGING ITEMS. I DID NOT KEEP THE OLD INVOICES AND NOT ABLE TO VERIFY ALL OF MY INVOICES. 3) I went back for a free oil change for my next service on May 31, 2014 and thats the nightmare. The same service rep pushed me very hard for some services that were totally unnecessary. My MDX was running really well but I was told to replace the Spark Plugs and also Valve Adjustment. He felt that Burrard Acura has give me a free oil change and for that reason, I should do something in return. I admitted that I did not know car engine well enough and was tricked again by this service rep. Again, this Service Invoice # 333794 is a huge amount of over $700. 4) Last time, telephone caller phoned me to inform that my service is up at Burrard Acura. Without any resentment, I booked the service on the next Saturday. However, when I bought my MDX in for service on Saturday, they said that there was no record of my booking. And they said I have to make another booking. I did make my complaint to the Service Manager but he said he could not do anything to help. I have to simply re-book my service appointment again. Instead, I went to Richmond Acura. Honestly, I found that the service rendered by Richmond Acura is much better although their building is older. And I was told that my MDX does not require to change the Spark plug or Valve Adjustment if the vehicle is running fine. To confirm the unnecessary service by Burrard Acura, I told my MDX to a private garage that service Honda and Acura (Fourway Garage at Burnaby). The Service technician there informed that replacing Spark plug and Valve Adjustment that were recommended by the Burrard Acura service guy were not required. $700+ charge is definitely unnecessary and a rip-off. Dear customer, I have fallen into the trap a few times and suffered poor service rendered by Burrard Acura Service Department for a few years. And I have decided to make the change of NEVER going back. Please be careful. If you need to talk with a service rep, choose Michael Wong.

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JE

Jen Nielsen

I cannot say enough good things about the team at Burrard Acura, especially Andy Tsai (sales), and Tina Le (financing). They were so friendly and professional, and even took the time to sit down to listen to our kids yap away about school, water slides and super heroes. We initially went to Burrard Acura looking at a particular used MDX we found online. We booked a test drive and they called to confirm within half an hour, as well as offering more detailed information about the car. When we arrived Andy Tsai had been expecting us and greeted us immediately. Andy was friendly and polite and offered us drinks (they have a wicked coffee machine) before taking us to see the car. He was incredibly knowledgeable, explained all aspects of the functions and features, and even managed to answer my weird, and [sometimes] purposely odd questions. My husband clicked with him right away, and is already recommending friends to go see Andy. The show room is clean and bright and there is even a kids play area with TV, toys and colouring supplies. Unfortunately, even though my husband has a good job, we are a young family who had NO credit, so we were not able to secure financing for the particular car we had come to look at. Andy assured us that the financing manager would be in the next day to go over our application. The next day I received a call from Tina Le, in financing and I cannot say enough good things about her. She was kind and caring, and I immediately got the impression that she really knows how to do her job, and she is good at it. She explained everything that was happening in a clear and concise way so that i really understood what was going on. She gave us some options to help us get approved for the MDX that we looked at, (i.e. cosigner or higher down payment), however neither of these would work for us at the time. I was feeling defeated, yet she assured me that she would talk to the GM (who was also incredible welcoming and friendly although to be honest i cannot remember his name), and the lenders, and try her best to make something work so that we could get a vehicle that we would feel safe and confident driving our kids in. 2 days later we got a call to come down to the office, she had secured us financing to lease a brand new ILX. Down payment was within our budget, monthly payments within our budget, regular bank interest rates, not the high loan shark rates we would have paid elsewhere, and we drove away that night with a brand new car. The team really went above and beyond anything we could have hoped for, and we truly cannot thank them enough. We are absolutely a Burrard Acura family for life.

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TH

Thomas Liao

I highly recommend North Shore Acura rather than Burrard Acura. Great service at first and then went downhill after the non-refundable deposit was paid. Terrible three hour ordeal trying to close the deal with promises being made by individuals without the proper authority. I strongly considered walking away from the deposit and buying a car elsewhere just because the closing was so draining. Unfortunately, North Shore didnt have the exact car that Burrard did which is really the only reason for going with them. Received the vehicle and neither Sirius Radio or Acuralink were set up despite it being checked off on the responsibility list, and even the service guys said it should have been done before transferring to me. The steering wheel also had a nick that felt noticeable when driving. Advised our sales rep Brian who said hed get in touch with us since it was after closing hours. I had to follow up and eventually got these issues resolved about three weeks later for issues that shouldve been dealt with before I even took possession. My sales rep wasnt very apologetic and rather tried to pass blame onto me for not contacting him instead of the service department. The funny thing is their general manager sent a form thank you letter extolling their customer service and how they valued us. For a luxury car dealership, they really didnt make me feel like a valued customer, but more like a tally towards their sales targets. I recently messaged our sales rep to ask a question about the car and its been ignored so clearly once they sell you a car, they dont care. On the other hand, even though I didnt buy from them, the guys at North Shore were extremely nice in their follow-ups even after I told them I already closed with Burrard. Heck, they even sent me an email wishing me happy birthday months after the purchase. Its little things like this that make me regret buying from Burrard and not going with North Shore where they would value my patronage and practice what they preach regarding customer service. For Acura sales and service, I highly recommend North Shore to my friends and family. The drive to North Van to see these guys is worth it.

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