Horrible exchange experiece at the Westwood dealership
I went in to exchange my old MDX for a new one and the day of the exchange went well, it was within a few days when the troubles began and are yet to be resolved (1 month into the lease). First, they had mis-calculated taxes so one of the sales reps met me outside to re-sign all the lease papers to fix the mistake. I thought we were all set then but then I got a huge invoice for my old MDX showing the amount due. Turns out the dealership never paid the balance amount to Acura financial services. They claim they did but the amounts never reached AFS. I've had to call the dealer and AFS over 7 times now and be put on hold for over 2 hours collectively (I counted) and today, on the 27th day of the past due (because the dealer and AFS have not yet resolved the payments), I just paid the entire amount myself and hoping to get the refund back from the dealer. I was told that it would go on my credit history and not be taken away so it was better for me to just clear the account and take it up separately with the dealer. The dealer is yet to fix this. Its been a few weeks now. I strongly advise not to go to the Westwood dealer. My experience has not been a smooth one.
Prime Acura -- "Always Passing the Buck"
I bought a used car from this dealer and it has been a nightmare ever since I drove it off the lot. I would never recommend this dealer or its service department to anybody. They epitomize the stereotype of the greedy, arrogant, sleazy and rude car dealership. Less than 30 days after I picked up the vehicle I was taking it through a car wash when the entire top seem of the windshield starting gushing water. To say it was raining in my car would've been an understatement, I literally could have filled my empty coffee cup with the amount of water that leaked in. Keep in mind the car was a 2012 Volvo, not a brand you'd associate with shoddy craftsmanship. A leaky windshield is not the dealers fault I know this, and I'm not surprised it didn't get noticed upon first inspection before they sold me the car, things happen. The problem comes with how the dealership acted after I informed them of my less than water-tight car. I called the dealership to set up a service appointment, they scheduled me for the following Friday, so I drove around for a week in my hatch-back turned submarine. Upon arrival for my scheduled appointment the service team should've had a glass specialist on hand given the fact I had told them about the windshield issue before I came in. Instead I got a phone call from their service technician two hours after dropping the car off telling me I should file an insurance claim for my windshield, and consult a glass company to get the repair done. This was the first big red flag. The car was 26 days old when it started leaking, but somehow the dealer felt it was my responsibility to pay for the fix; I think not--thank you very much. I told the technician I didn't feel it was my responsibility to pay because the dealer sold me a faulty car, he then told me he'd have to call me back and ended the call. Finally, six hours later I got a call from the Used Sales Manager, a guy by the name of Jimmy Pelusa. He was the definition of a sleazy car salesman, and from the second I picked up the phone I felt as if I was being talked down to. His tone was belittling and his over abundance of patience was patronizing. After ten minutes of trying to pin the blame and financial responsibility on my shoulders he finally offered to take the car to a glass specialist. But even after this offer it was clear he felt the issue wasn't his responsibility. As the customer I felt like I was being blamed for an event that obviously wasn't my fault. I was transferred back to another technician to schedule another appointment, again it was a week later. I was assured that when I showed up for that appointment the glass company would be waiting and I quote, "We'll get this all settled up and make sure you're taken care of." This morning I dropped the car off at 9:30AM to have it inspected by the glass company, or so I thought. It turns out that nobody from Prime had actually scheduled an appointment with the glass company, nor had they ordered a replacement windshield. Even though Jimmy gave me his word that we'd, "make this right." Guess what Jimmy, it isn't right, you and your team dropped the ball. I spent four hours sitting in the dealership's dated and under-equipped, "Customer Lounge," before being informed that nobody had actually scheduled the windshield replacement. I was then led into the back room by my new best friend, Jimmy. He kept stressing it wasn't his fault and he's trying everything he can to get it taken care of. I asked why nobody had called the glass company and Jimmy immediately passed the buck to the service department saying, "I'm in sales," and throwing his hands in the air. Passing the buck seams to be a theme at Prime, because then the Service Manager informed me that the person who should've called was actually out sick this week--great. Now I'm sitting at a Starbucks two miles down the road from the dealership writing this review and waiting for the glass company to deliver the correct windshield later this afternoon. And I'm out another day of work, trapped two hours from my house while a gang of overly-ambitious yet incompetent car salesmen tell me, "people come here for the exemplary service, we'll make this right, I promise." Congratulations Prime Motor Group, the only thing you've accomplished today is providing me with the free wi-fi I'm using to write this review. Your service is terrible, your facilities are gross, your salesmen are unprofessional and your managers seem to only be good at managing their own inefficiency. I'm severely disappointed in my experience with your company and I will never be doing business with any part of your organization in the future. Sincerely, Your most unsatisfied and disappointed customer.
A small hiccup in my experience
Thank you Tom for calling to address my dissatisfaction. Admittedly, my situation is more complicated than the average sales transaction even though it should have been handled a little better. I do appreciate the follow-up phone call though. Thanks again.
Great experience (Dale Weaver)
I had a great experience at Prime Acura and would recommend going there and working with Dale Weaver. My wife and I had limited time, and they were able to get us on the road and provide a price quickly, without a lot of back and forth negotiating with the mysterious back-office. Ultimately, we bought a new RDX and they were great about making the paperwork and pick-up as easy as possible.
great purchasing experience with Sherrad
We had a very pleasant experience overall. Our salesperson Sherrad was not only friendly and helpful, but very knowledgeable and respectful. We also felt we got a good deal on our purchase. There was no pressure or typical sales tactics. The transaction went through smoothly and quick. We're super happy with our new car. We would definitely recommend buying from Sherrad at Prime Acura.
Terrible buying experience
My wife and I had a terrible buying experience at Prime Acura. We went there with high expectation because of the good reviews on this site. The junior sales person Jennifer did a good job showing us the vehicle and road testing. However, the sales manager Mr. Wong gave a low ball offer of our trade-in vehicle. It is $6000 lower than the blue book suggested dealer trade-in value. Our offer of finding middle ground of pricing was rejected. He kept telling us that blue book value is wrong. He followed us to the parking lot and kept telling us how bad our vehicle is. We walked out without buying the new car. Overall it is bad experience.
Service Dept.-Highlight of this Dealership
The service department is awesome! I moved to the area with my Acura and had my car serviced there. Not a fan of their Sales Dept, and went to a different dealer to purchase, but back here for service. Service Manager, KD, and his team are the only reason I go to this dealer.
Outstanding sales experience!
A dealership like no other! Outstanding showroom and customer service. Every person I came in contact with, from sales through finance, I was greeted with a genuine smile. There was no pressure to buy anything at any time, even though, I had visited the dealership multiple times and test drove a few different cars! Their dedication, courteous, polite and genuine approach, and attentiveness to my needs, is what led to my final decision to get the 2014 MDX! Corey W, in sales, is outstanding and the best salesperson I've ever dealt with. I was really impressed with Corey, as well as, Peter C. the GM and the finance guys. Because of all them, this is the dealership I would refer all my friends to do business with. I'm very pleased with the outcome - Thank you Prime Acura!
Best car buying experience
We went to Prime Acura to see Shaun M. per recommendation from a friend who just bought a RDX from him. We are interested in the same car, when we met Shaun, we asked him if he would give us the same deal on the RDX, and we went to talk to his manager for a few minutes and came back with the same deal. Even though we had our heart in the RDX, we had not driven one before. Shaun took us for a test drive and alone the way he had showed us a lots of the features on the RDX, which are something that we are not aware of. We had decided on picking the pearl white color, but they do not have one in stock. Shaun was able to locate one for us in their incoming stock, and told us that it would be available in just a few days. I had done some price research on the accessories, I got the best prices printed out from the online store for the list of accessories I want, when I presented it to Shaun and asked if they can match the price, he was able to give us a better price with free installation. We ended up with a very good price for the RDX without the need to go thru any back and forth bargaining. We were there for about two hours, but most of the time we were just waiting for the paper work to finalize. The dealer took care of all the insurance, registration and inspection, we were able to pick up the car in 7 days. Shaun has been good to take care of all the request we had, and handled everything in very friendly, honest and professional manner. Overall, it was the best car buying experience we had. I would highly recommend Shaun if you are in the market for a nice Acura.
2014 RDX Purchase
Professional, efficient, haggle-free, fair pricing, no gimmicks - purchased a 2014 RDX off their inventory. Have been coming here for service after relocating from out-of-state, and the service is great, so we wanted to purchase here.
We went in to purchase our leased vehicle. The service received from the sales and finance staff was excellent.
Good work - Nice people
The staff is friendly and knowledgeable.
bad estimate of what my my car need sercive for
first of all My car is a 2012 acura TL. I bought extended warranty for the vehical which they didn't honor. i bring my car in because it was making bumping noise whenever i went over rough road. they didn't honor my extended warranty, so they charge me up front of $131.16 just to look at the car. They gave me a quote of $555.21, stating that my left front strut is broken. of course i deny the service, which is way too expensive for just 1 strut. Later I brought my car to an auto shop near my house for them to look at it. They said the problem was the front link and brush . the price to fix that was $220 labor and supplies. I agreed with the price right away instead of paying the dealer $555.00 just to fix the left front strut, which the shop said wasn't the problem. the shop replace both front links and brushes in about 1.5 hours, and my car drive perfect now. Bottom line is the dealer was such a rip off. they gave me a wrong price which was much more expensive than what the problem really was. Probably if I left my car in the dealer hands, they would probably charge me few hundred dollar more plus that $555 to fix the brush and link after they fix the strut. because the strut wasn't the problem to start with. Untruthful dealer that's always try to charge customer extra
Just bought a new car and the experience was pretty painless. Gino was very polite and exited about selling Acuras. He was very knowledgeable and responsive as was Perry the Sales Manager we ended up finalizing the deal with. A good experience overall and we love the car.
Friendly, knowledgeable, competitive pricing
I purchased a new RDX at Prime Acura. I have purchased new cars from eight dealerships over the years and this was the best experience of them all. The sales consultant was knowledgeable and listened to my priorities. I would go so far as to say gracious and thoughtful--not words generally associated with car buying. I felt informed about features, options, and costs throughout the process. The overall process was efficient and friendly. The outcome was a competitive price on an outstanding vehicle. Prime Acura is a dealership that I will strongly recommend to my friends.
Melissa is a pro!
Purchasing my new MDX was easy. No pressure, immediate valuation of trade in, and complete knowledge of the car. Melissa was soft spoken and not your typical pushy, overzealous sales person.
Olijide was an excellent salesman. A true gentleman. In negotiating the deal we had to go through all of the steps you'd expect (multiple levels of management, etc.) But throughout the entire process their team was professional and courteous. Ultimately received very close to the deal I was looking for on both the car (2013 Sante Fe -- new) and our trade (2009 Toyota Carolla S). I would recommend this team to anyone int he market for a Hyundai
My wife and I recently purchased a 2014 MDX-sd-tech from Prime Acura, Walpole, MA. I have to say, the entire experience starting with our sales rep Melissa R., the sales manager, the finance rep, the service department, was nothing short of simply being Outstanding! Melissa was very attentive and knowledgeable with the features offered. What was unique and stood out the most was all the follow up AFTER the sale that demonstrates their true committment to the customers. It was a win-win feeling from both sides and that's a mark of a great team they have out there. Thanks to Melissa and the entire Prime Acura team for making our experience memorable. We would definitely consider our next vehicle from Prime Acura and would highly recommend them to anyone who's thinking of buying an Acura.
Prime truly understands the meaning of customer service! We were treated extremely well by Shaun, Peter, and Christian. They went the extra mile to make sure we were happy with our new RDX. I have never had such a positive experience buying a car. Incredible people and a memorable time for our family - thanks so much!! Roma Hoyt
Great Car Buying Experience at Prime
My husband and I purchased a certified 2011 MDX from Prime. Our sales consultant Sherrad was one of the best sales people that we have worked with. He was extremely thorough and responsive to our inquires and found the right car that best fit our needs. Sherrad went above and beyond to make this a good experience and we are grateful to Prime for everything that have done. We LOVE our new car.
Another wonderful buying experience at Prime Acura
My wife and I came to Prime Acura with a competitive online quote from Leigh for a 2014 RDX. Mary L. took care of the rest, including the test drive, trade in and other needed documentation that comes with the purchase. This is the second car we bought from Prime, and just like the first one, we had a wonderful buying experience. We picked up the car 3 days later and Mary spent some time to explain and walk us through the technology that comes with the car. We drove away very happy with the purchase and highly recommend Prime Acura to family and friends.