Springfield Acura

I found the team at Springfield Acura to be a refreshing change of pace from the typical pushy salesperson strategy. Our sales rep was friendly, helpful, and courteous, and we ended up returning a week later to buy a 2016 MDX. After driving the car for a week or so, I needed to return it to the dealership for installation of accessories - and I was still pleased with the level of courtesy and professionalism all around as they filled out paperwork to loan me a vehicle for the afternoon. Unfortunately, one of our accessories was not what we thought we were ordering. We told our sales rep, very clearly, that we wanted a hitch-mount to hold a Thule bike rack for the purpose of carrying 4 bikes. The sales rep told us that, "Acura makes a hitch-mount bike rack too." It would save us the step of going to Thule, so we decided to run with the convenience of getting everything in one spot. The discovery that Acura's bike rack only holds TWO bikes was a complete shock to me. We had clearly talked about 4 bikes, we were a family of 4 sitting in front of the sales rep, and we even brought up the fact that our existing rack only holds 3 bikes. So when the rep offered us Acura's bike rack, we just assumed he was listening. Why would he sell us a bike rack smaller than the one we currently had? We were very upset at this misunderstanding, but pleased that the team at Springfield Acura appeared eager to make things right. Unfortunately, they couldn't/wouldn't accept a return of the bike rack, which I find ridiculous, but they did throw out some other options, another accessory, etc. Above all, they expressed concern over whether or not we had already done the "Client Experience Survey." We hadn't - a complete "client experience" takes time, and we weren't in a rush - they're a busy dealership, we get that, and my husband was traveling for work, so connecting on the phone was difficult. And then suddenly connecting on the phone became impossible - the dealership stopped returning our calls altogether. We left several messages with the hope of settling this before we left for our August vacation... but nothing. Upon returning from vacation last weekend, we checked messages and emails... and still not a word from the dealership. We finally decided we might as well fill out the Client Experience Survey... and it was then we discovered why Springfield Acura no longer cared about returning calls; our survey link expired. Nowhere in the original email does it state that the survey would expire in a matter of weeks. Now it makes sense... they want good reviews on their Client Experience Survey, so they will make sure you receive excellent service... up to that point. Once your survey expires, so does their attention and interest in providing superior customer service to you.