Radley Acura

WORST CUSTOMER SERVICE EXPERIENCE EVER! WILL NEVER GO BACK! To start off, I went in at 7:00 on Friday, May 23rd and by the time the financing portion was finished, it was about 9:00. Khalid was adamant about g To start off, I went in at 7:00 on Friday, May 23rd and by the time the financing portion was finished, it was about 9:00. Khalid was adamant about getting me a loaner because my car still needed to be detailed, inspected, and have the paint & protection done. I refused, only because I just purchased this car and I want to go home with it! In addition, I live in Chantilly; driving to Falls Church is a 45 minute commute for me and my schedule doesn't allow that. Either way, he kept insisting, so I finally agreed that I would come back the following Sunday to have my paint and leather protection done. On Saturday, May 31, Khalid called me to tell me that Roland will be helping me as well and that I should bring my car first thing on Sunday when they open at 12:00. The next day, at 11:30, he calls me to see where I was and why I was late. I repeated what he told me from the day before, additionally reminded him of what time the Service Department opens according to the website. Ultimately, I got there, and was told that it wouldn't take long and that I could wait. I had prior engagements and decided not to wait. We walked into service together and it seemed as if there was some sort of tension between him and the service guys. Apparently, I didn't even have an appointment. Service didn't have any loaners to give me, so after a long back and forth, I ended up with a demo. After already being there for an hour (mind you, I should've just "dropped it off") I got the demo car and drove off. Once I got on the road, I noticed that the tank is completely empty!!! I turned back around and my boyfriend when to inform Khalid and Roland. A porter came to get the demo car to fill it up with gas. Why not just give me another car? After 10 minutes, I was antsy and ready to leave. Khalid kept saying, "don't worry, he's coming back soon." The gas station is right behind the back lot! It shouldn't take more than 5 minutes. After 20 minutes of waiting and my boyfriend repeatedly asking Khalid to take us to the gas station to see what the hold up was, Khalid FINALLY decided to take us. Once we got there, he got the call that the porter was back with the car. A total of 32 minutes of waiting to get gas from a gas station that was 4 minutes walking distance? That makes no sense to me! So, my car was supposed to be ready that same day, right? WRONG! In addition to the paint and leather, I was having an issue with the driver's side AC that wasn't getting as cold as the passengers side. I called on Monday, my one day off, to check whether my vehicle was ready. After 8 times of calling and being transferred and then "disconnected," I finally spoke to a guy named Jose. THE WORST EVER! This guy kept making excuses and telling me things I really didn't care about, I just wanted to know when my car was going to be ready, since it should've been ready the day before. I decided to let it go that day because I didn't have the energy to argue anymore. On Tuesday, a guy named DeShawn called me and told me that my car was ready, Ac was fixed, remote start was set up, and that the paint & leather was done. I told him I'd be in either that evening or the following day to pick it up. The next day, I took my lunch break to pick up my car. Something told me to call just in case, and I did. I called and spoke to a guy named Jason at this point. Jason, in the service dept., tells me that my car is NOT ready for pick up and that he'll get more information and call me within 10 minutes. Thank goodness I didn't make the drive! TWO HOURS go by before I called again. This time, I spoke to another guy who told me that DeShawn was in training and blah blah. I wasn't calling to ask about DeShawn, I was calling about my car! Again, I get "disconnected." I called the third time and spoke to a different guy once again, and this time, he told me that it would be ready tomorrow. Mind you, every guy that I spoke to all told me they'd call me in a couple of minutes, however, not ONE of them called me back yesterday from the 4 phone calls I made. Today, I call them again, and I was given the same xx runaround. I finally was able to speak to the service manager, Sohail. He was the ONLY professional and helpful person I've dealt with through Acura. He told me that the paint and protection was being done and was in the detail dept and to call him when I'm on my way so that I could pick my car up. I finally took my lunch again, drive over there, and met with Sohail. He was extremely apologetic and offered me complimentary oil changes, too bad I've got free oil changes for 4 years anyway, so that made no difference. I drive off to see that the leather was oily from the protection they did, but guess what? It stained by dress!! In addition, the entire bottom inside of the windshield had oil streaks everywhere. WORST EXPERIENCE EVER! SAVE YOURSELF THE HEADACHE AND DON'T GO TO RADLEY ACRUA IN FALLS CHURCH! More

Wow! This is an interesting case study in great intentions, but frustrating execution. I bought a new RDX at Radley in Jan. 2013. The level of service provided by the sales department was solid. Th intentions, but frustrating execution. I bought a new RDX at Radley in Jan. 2013. The level of service provided by the sales department was solid. The salesman knew the product and was reasonably responsive. The finance guy was straightforward and efficient and the car was delivered in good condition. Now, comes the bad news. We were told to expect a customer service survey and then we were basically told we should give them all 10s on their ratings as it meant "money in their pocket." That comment took what was a good experience and soured it. It has happened three additional times in the service department ... each time we've taken the car in. The service experience was good overall. They were efficient and fast, just a bit overpriced. But again, they staff all but badgered me for "10" ratings on their darn survey. This approach is annoying and unprofessional. Clearly in their quest to get strong scores on their surveys, they actually take a good experience and make it a bad one. What a shame! Company leadership should reconsider their misguided approach to trying to rig the survey results. Truth is they'd probably get good ratings if they just asked people to complete the survey. The pressure for perfect 10s made me want intentionally rate the experience poorly. Instead, I simply chose to ignore the survey calls (after I did the first one). I shared this opinion with the dealership the first time I responded to their survey. Clearly it didn't do any good as I was harassed to provide 10s on the survey again just last week. That's why I've decided to share my experience is this more public forum. My only other complaint is with the maintenance package they sold us for $1,100. While the finance guy told us it covered all routine maintenance, he failed to tell us how that was defined which is by the service messages on the car ... which seem to prescribe bare minimum levels of service (i.e. first oil change at 7,000 miles). I feel ripped off and won't make that mistake again. Come on Radley. Get it together. Don't screw up a good thing. Don't let your quest for inflated service rating have a negative impact on your business. You're doing a good job. You don't need to harass people for perfect 10s. More

After agreeing to a price and to a deal, I was on my way to purchase my Acura MDX, I even called and gave my insurance information etc so the paperwork would be ready when I got there. I arrived within 25 m to purchase my Acura MDX, I even called and gave my insurance information etc so the paperwork would be ready when I got there. I arrived within 25 min of calling the salesmen and come to find out that they had sold the car as I was driving. Disgusting treatment from these people. Go somewhere else and save yourself the xxxx poor treatment they give you. More

Where do I begin, well I've been coming to Radley since 2009 when I had recently purchased my 2007 Acura TL in Richmond and moved to the DC metro area. Earlier this year I purchased a 2010 MDX (from since 2009 when I had recently purchased my 2007 Acura TL in Richmond and moved to the DC metro area. Earlier this year I purchased a 2010 MDX (from another Acura dealer in NY) which I have also been bringing to Radley for service. After this past week's experience I'm now asking myself "Why didn't I come here to purchase all my vehicles?!" I brought my 2010 MDX in for a warranty service issue and was called by a sales associate (Will Allen) to see if I'd be interested in checking out the 2014 MDX Tech. I was waiting for my car so under no pressure I took the 2014 MDX for a test drive and immediately I fell in love with it. I wasn't in the market for a "new" car but if the price was right I was willing to consider it. Two days later I came back to pick up our 2010 MDX and brought my father with me. We decided to explore trade-in options and get a feel of the new 2014. My father was sold on several things at Radley, he definitely loved the new MDX, but he was even more blown away by the service, kindness, overall attitude and experience he was having with the Radley Acura team. We have always been a fan of the service team because they've been taking care of us for several years (Thank you Vic, Fernando, and Sohail!) BUT the Sales team was phenomenal! Will Allen was very knowledgeable about the new MDX, was fun to joke with and also told us straight forward about what we were getting into. He didn't "beat around the bush" and that's how sales should be, he truly believes in the cars he is selling. Nader was also a pleasure to work with, very honest and knowledgeable about the MDX line. He went though all the driver preferences and MDX features with us before we left. THANK YOU for the White color suggestion, Mrs. Patel loves it! Tim Morgan is a great Sales Manager, he treated us like family and not just any number that walked in the door, we were treated like Number One from start to finish. Finally Sean in finance, Thank you for going through the nitty-gritty with us and making sure everything was in line and accurate, we really appreciate the 15-day payment option that can save us a lot in the long run. This process at many dealerships can be tough, confusing and at times frustrating, but not at Radley. I don't know what else to say other than I honestly would have felt bad if we DIDN'T buy a car from Radley, the team there is one you can count on and the experience is definitely a memorable one. Thank You! More

This dealership was great to work with. They were honest and allowed me to be straight forward. They were not pushy and really worked with me to get what I wanted. My salesman, Anderson, even picked me up f and allowed me to be straight forward. They were not pushy and really worked with me to get what I wanted. My salesman, Anderson, even picked me up from my apartment so I can come get my car!! More

Let me first state that this was the second car buying experience of my adult life. I was nervous and very indecisive the entire time. Robb was extremely knowledgeable, courteous and most importantly pa experience of my adult life. I was nervous and very indecisive the entire time. Robb was extremely knowledgeable, courteous and most importantly patient. I never felt pressured and he was always concerned with how I was feeling from the moment I test drove the first vehicle to me walking out with my keys. From the moment I walked in, I was greeted and felt welcomed. I was trading in my vehicle and I definitely felt that everyone involved in this process including Robb, Tim, Akmed, and Mike N. were all working hard to make me feel comfortable with the transaction. While I will always love my original vehicle (2008 Infiniti FX 35), I now feel that my new car (2011 Acura RL) will provide me a reliable form of transportation for years to come. I now how piece of mind. I highly recommend this dealership. I received a great vehicle, a rate cheaper than my credit union, and excellent service! Thank you Robb and Tim for going back and forth with me to ensure that I was comfortable before walking out the door. I really appreciate you both for your time and patience and ..I will see you all in the future :) More