Hopeless Car Buying Experience that Resulted in No Car
This was an appallingly bad car buying experience that didn't even result in us ever buying a car from them. My wife and I found the car we wanted on their web page and made arrangements with the online sales agent to go to the dealership that day for a test drive. We had already been approved for financing, had a check in hand, and were ready to purchase if we liked the car in person. When we got to the dealership, they informed us the car was not available, because it was at the West Broad Honda body shop getting recall work done. We were disappointed and a little annoyed since we had just made arrangements earlier that day to come to the dealership, but they reassured at the dealership that the car would be ready in a couple days and they would even drive it out to us for a test drive so we wouldn't have to drive to the dealership. We were okay with that. One week passes, and we haven't heard anything from the dealership about this car. We did get plenty of annoying generic emails about other cars at the dealership that we weren't interested in though. I finally called the dealership to inquire about the car, and they said it was still at West Broad Honda getting recall work done, but they would jump on the "incompetent morons at West Broad Honda," as they put it, to get the work done ASAP. Still another week passes, and I call back again. This time, they tell me that there's all sorts of other recall work being done on the car, including something on the transmission. However, we had already done research on this vehicle to know that there was no recall related to the transmission, and they had also told us on our first visit to the dealership that this particular type of vehicle had no issues with the transmission. Still, I told them to call me back when it was ready. At that point, I decided to just look up the vehicle online again, and it was marked as "SOLD." Basically, this dealership didn't want to admit to me that they had sold the vehicle to someone else on a whim when we had been the first to inquire about it and keep following up, so they just made up all this crap about the transmission needing work to make us no longer interested in the car. Yet another week has now gone by, and I still haven't heard back from them, but of course I don't really expect to at this point. We were pre-approved for financing with a check in hand that has an expiration date, yet we wasted about three weeks with this dealership simply because no one there had the [non-permissible content removed] to tell us they sold the car to someone else. At this point, I'm so pissed off at this dealership for giving us such a ridiculous run-around that I'm posting this same review on as many websites as possible to let everyone know not to bother with this dealership.
Best in Class Car Buying Experience
Crown Acura of Richmond provided me a fantastic experience this week. A+ from start to finish. Everyone from my client advisor Shashank to the General Manager Alex listened and addressed all of my concerns in a very transparent, upfront and professional manner. The employees at Crown were very knowledgeable about the different styles and options that Acura provides. I was impressed at how the employees all introduced themselves with a smile which automatically put me at ease just moments after my arrival. The sales team took the necessary time to find the best vehicle that fit both my budget and my needs. I felt no pressure to purchase something I didn't want. I am excited to report that I am a happy new owner of the 2016 Acura TLX! It's a fantastic vehicle delivered at an exceptional value. If your in the market for a high quality vehicle; I highly recommend Crown Acura of Richmond. These guys truly made the stressful car buying experience a seamless process. Bravo to Crown Acura for winning a loyal customer for life. Thank you to Alex Utz and his entire team for providing top quality service.
crown acura service
Paul was awesome friendly, timely and professional good job!
RDX Sales Review
I must admit, I was somewhat nervous about buying a new RDX after driving my Accord coupe for 11+ years. My husband has owned two Acuras, and suggested I test drive an Acura. Although I knew I wanted an RDX and the options /accessories I wanted, the thought of driving something that big, with all that technology, was very overwhelming! My salesperson, Hien V greeted us as my husband and I got out of his car, and I immediately felt comfortable. I told him I was interested in purchasing an RDX with the technology package. Hien showed me the RDX in the showroom and explained the basic features of the car. I appreciated the fact that Hien talked directly to me personally, instead of talking to me thru my husband (something a lot of salespeople do when Hubby tags along). Hien took the time to assess my understanding of the technical information he was explaining, and he was very patient with my multitude of questions. During the test drive, Hien chose a route that gave me the opportunity to drive the RDX under different speed and traffic conditions. Letting me start in an empty parking lot was much appreciated! When we returned to the showroom to fill out the paperwork, Hien explained the function and cost of the different accessories available for the RDX. He introduced me to the General Manager, the Service Manager, the Finance Manager, plus several other members of the Crown Acura Team. Everyone was very friendly, helpful, and professional. I ordered several dealer installed accessories, so I had to return a few days later to pick up my new car. When I arrived, Hien reviewed the basic features of the car to make sure I was comfortable with it, and volunteered to sync my phone and perform some other programming to save me the time. How nice!! Since purchasing my new RDX from Crown Acura, Hien has called several times to ask if I have any questions or concerns. I also received calls from Crown's Customer Service Department to assure I am satisfied with my purchase. Without hesitation, I can say I am very pleased with my new car and my purchasing experience with Hien V and Crown Acura of Richmond.
AWFUL!! AVOID THIS DEALERSHIP OR YOU WILL BE SORRY!!!
Purchased a used vehicle on 6/28. I am located in Ohio, dealer is in VA. Dealer purchased my current vehicle outright but took 2 months to mail me payment. Vehicle I purchased was supposed to have titling/registration performed for me with plates subsequently mailed to me. Never received them in the initial 30-day temp tag period. Unreturned calls/emails on several occasions. Temp tags expired. Vehicle not legally able to drive due to tags. Finally received 2nd set of temp tags. Still did not receive plates within that time frame. Dealer requested out of state VIN inspection. Sent via FedEx with proof of delivery. Dealer can't locate it. 2nd set of temp tags expired on 8/30/14. Once again, can't drive the car. Reasonably requested refund of sales tax so that I may just title it myself. Dealer declined. Still wants another out of state VIN inspection. Making car & insurance payments on a car that I can't even drive or take anywhere to sell. This has been going on since June and wasted my time/money/resources.
New TLX purchase, dealer and salesman exceeded expectations
I recently bought a new Acura TLX from Crown Acura of Richmond, and couldn't be happier! From the first greeting from my salesman, Hien V, to the time I drove off the lot a week later, to the follow-up calls I received to make sure I was satisfied. They do a really nice job of making you feel comfortable with the entire process. This is my 3rd new Acura (the others purchased up North), and Crown Acura will be my go to source for Acuras in the future. I wish they were closer to my home, but what can you do? ;-)
Great Experience - No Pressure
I purchased a new 2015 MDX from Crown Acura, my first new car purchase in 6+ years. I'm brand new to Virgina, so I didn't go there on a recommendation. I had been looking at every competing brand over the course of several weeks. Hien V., my client advisor, was fantastic. He was extremely professional and knowledgeable, while letting me take my time to decide what was right for me. Overall, it was a great experience and I'd recommend the dealership and Hien to my friends and family in a heartbeat.
Top Notch - Excellent Service
Crown Acura in Richmond really went above and beyond to make purchasing my new 2015 RDX a great experience. I traded in my 2004 MDX (186,000 miles) and left with the exact car I wanted within a few hours. I had done my homework on what I wanted and what price I wanted to pay. This is the 5th Acura we have purchased. Hien V was my personal sales associate and really was excellent. He is extremely knowledgeable and made the experience as comfortable as possible. I will refer him and Crown Acura to anyone interested in purchasing a new or use car.
What can I say, it was so easy and working with Hein L and Crown was awesome! He was so supportive, knowledgeable and great to work with in making my switch from a Camry to an Acura TL! I'm so happy and thrilled and would recommend Hein to all my friends... Happy with my up grade !
Could never imagine finishing the process of buying a car in one day
I have purchased a used 2002 BMW 525 from Crown Acura last month and I was surprised that I could complete the whole thing in a day (searching, deciding and financing). Shashank was the sales person who dealt with my purchase and he was helpful from providing me with options and till buying my insurance. I like the professional way in which the sales and finance team dealt with me as a customer.
They gave the price upfront before ever walking in the dealership. We liked the way they did business.
Crown Acura of Richmond
As a followup, I had a one-on-one meeting with James Williams, their General Manager about the bad service experince I had with the dealership. He heard my concerns with compassion, was extremely apologetic for the experience and promised that no customer will go through such experience again on his watch. We settled the matter amicably and I am very pleased with his fairness, sincerity and doing the right thing.
Acura Richmond (specifically Mary) went beyond my expectations for the repair of my vehicle. When I dropped the car off to have the check engine light diagnosed, they had a couple customers and asked if I just wanted to take a loaner and they would call when my car was ready. Yes I would. Diagnosis would reveal a damaged engine and after many days and Mary arguing on my behalf to Acura for the repair to be covered under warranty I picked up my vehicle fixed washed and cleaned without paying a dime. Mary was honest and upfront, gave me the best customer service I have ever received and I could not say enough good things about her or the dealership. If my Acura experiences are anything like this, I will never buy another vehicle that isn't an Acura.
I got the Royal treatment from the Crown Acura in Richmond, VA('00Acura TL)
Wow how a few weeks can change your opinion. I went from getting coffee and the newspaper given to me in the waiting room (as long as I was buying something) to getting told to get off the property and take my car with me. (that is what happens when you question anything in the service department or ask for a detailed printout of error codes.) Crown Acura of West Broad St. in Richmond, Va is a joke. The Service Advisor I delt with was a decent person, I must say, but the Service Manager is an arrogant person who point blank refused me a report showing how they came to a conclusion that my tranny was shot. The EXCELL Facilitator was no more help than a tree in your back yard. She stood their and point blank started raising her voice to me and talking to me as if I was a child of hers demanding I take some worked up deal between the Manager and someone who is said to be the District Manager, of whom I've been told I will never talk to nor will contact me. We went in for a state inspection, $16, then it turned out I needed motor mounts, $750. Fine, if it makes my car safe for my wife and our 2 yr old twins---done no ?'s asked. But when 200 miles later all of a sudden my car is falling apart---and they say its the tranny and its gonna cost me now another $4401.19--I'm sorry but I must ? how we had the car going on 5yrs and no problems until they put these mounts on...and that my friends is how you get told to get off our property and take your broken car with you. Our main ? was how did you get to the conclusion that it was shot and that it couldnt be another problem, why assume that it is totally shot and nothing else could be wrong with the car??? We can't even get a print out of what the service tech did to get to the codes or if their were any other codes that came up during the inspection. I had to beg for something other than a print out invoice of how much it would cost to fix the car...come to find out...what I got is an estimate sheet with a bunch of scribble that looks like someone threw it together to quiet me down. How can places such as Firestone, Goodyear, Joe Bloes Auto, Autozone, Napa all give you a printout of these codes but yet the ELITE BRAND OF HONDA--->ACURA CANNOT SEEM TO GIVE A PRINTOUT, ONLY A SCRIBBLED PAGE OF SOMETHING that they later printed out and said it was the service ticket for me. Wow!!! Well lets just say that during the conversation in the Service Manager's office along with this EXCELL Facilitator I'm getting talked down to and treated like a scrub off the street...could it be because we didnt buy our car from the dealership? hmmm Every time I asked a question it would could overtalked and I would be told "You are gonna have to leave now" not to mention the treat of calling security. The great EXCELL Facilitator wouldnt even hand me a copy of the so called service write up...it was tossed in my lap. I have a detailed outline of how the mounts are put in the vehicle as well as service technician testimonials that have all told me that yes the transmission would have to be unhinged and the motor atleast slightly lifted...the transmission is actually jacked and raised...but yet the Service Manager would never admit that they touched the transmission at all...he told me that they lift in from the top....now if it is lifted from the top...where does the transmission portion go if they are connected? The Service Manager goes on to tell me that he is so sorry for my misfortune and that hey listen and I quote "I have 2 of these cars like yours and I have had to put "2" new trannies in one and "1" in another..." he leans back and says trust me theres no doubt it's the tranny gone. I dont know too many managers that would tell me that something they drive that is part of the name brand company they work for is basically a piece of junk, but this one did and was crazy enough to buy a second one at that...wow, he is the Service Manager. So after being talked down to and told that I had until Frid