Dick Hannah Acura of Portland

I have never posted a review like this before but felt this one needed to be done. Below is my response to Dick Hannah Customer Service. I have never heard back from them. I guess they figure we'll just write this one off. I'll let you decide if you want to do business with them. Amy I received your card. Thank-you. You asked if I would let you know if we had anything less than exceptional experience with our new car purchase. No, we did not have an exceptional experience. Being very honest, this was the worst car buying experience we have had. I am not trying to be rude. I am just giving you an honest response to your request. The day we started the purchase process at your dealership things went pretty much normal like other cars I have purchased. Mark M. was very nice and pleasant to deal with. We had an issue at the signing that we felt was handled with exceptional service and everything was resolved. It did require resigning all paperwork and we were happy with the outcome. Due to the MDX having to be brought from Seattle you gave us a very nice loaner car. We thank you for that. From this point on things went very bad. Mark M. called informing us the car had arrived and it was being prepped for our pickup. We set a time for the following day for me to pick the car up and return the loaner. The following day I was called by Mark and informed there was an issue with the VIN # and we would have to sign the paperwork all over again. This would also require my wife to be present to sign also and would have to be done before receiving the car. I was supposed to pick the car up at 2:30. I told Mark my wife was at work and had a late meeting and we would have to postpone a day. Mark really wanted to complete everything that day. He said it didn't matter how late it would be and he would drive to our house so we could complete it that day. I was not happy because the weather was nasty and it would be dark out but said I would get back to him with a time. After getting hold of my wife, she adjusted here schedule and said she could be home by 5:00. I called Mark back and we agreed to meet between 5:30 and 6:00. At 6:30 we had not heard or seen Mark. I called him at the dealership and he said quote "I apologize for being late but I was with a client. I will be leaving shortly." I am not sure how you would take that, but my first thought was, what am I. Now I'm starting to get upset. I had been up since 3 am and have to be up at 3 am the next day. I again said we need to reschedule. Mark was very adamant we need to complete it that day and he would leaving in just a few minutes. I was extremely close to telling him we should just call off the entire deal but I didn't because I figured it would be about impossible to get our car back that was traded in. Mark was held up in traffic due to the rain and showed up about 7:25 pm. So much for getting a new shiny clean car (the interior was immaculate). I let Mark know we were not happy at all with the way this deal was being closed. He said "All I can say is I am sorry". We signed the documents for the third time. Mark asked if we would like to go out and look the car over and he would program our phones and other things. I declined as it was then 8:00, dark out & raining. We were in no mood to go out look over our new dirty car in the dark and rain. I told Mark I would program things on my own. He then offered a free detailing and oil change for the way the car was delivered to us. I said thanks and would think about it. Mark then made some very nice comments about our house decorations and he left. After my wife and I sat down for a minute we both commented on how disappointed we were with what happened and it really ruined our excitement of buying a new luxury SUV. I went out and moved the car into the garage and we went to bed. We never did have dinner that night. The next day after reviewing the documents I realized we are missing copies of the Retail Installment Contract, Secure Odometer Disclosure/Reassignment & State of Oregon Secure Power of Attorney. The copies we have still have the wrong VIN # on them. I have left a message with Tirza at 1:55 pm today Dec 15 asking her to call me about the documents. I know this is not what you would like to hear but that was our experience with purchasing a new 2013 ACURA MDX at Dick Hannah. If Mark had just postponed the closing till the next day we could have met there and received our car in the delivery center all clean and shiny and we would have left having an exceptional experience in our new MDX. Instead we went from five stars to 1 star to get the deal closed and done. If you have any questions you can me reach me at xxx-xxx-xxxx or on my cell at xxx-xxx-xxxx.