Chris C

Initially, things went well. I was encouraged and promised that the “full” cost of my previous lease would be covered in order to make the deal happen. There were no issues at fi I was encouraged and promised that the “full” cost of my previous lease would be covered in order to make the deal happen. There were no issues at first. However, they only issued part of the payment and declined to provide the remaining balance. I had multiple conversations with both a sales representative and someone from finance, and I clearly explained that my previous leasing company would issue the final bill later—and that the amount could be higher. Everyone was aware of this. Long story short, they are now unwilling to honor their word or the agreement. The sales representative was extremely focused on getting a positive review from me. He asked several times whether I had received the survey email and even told me what score to give him. I completed it in good faith, but in retrospect, I did so too early. Once the issue with the remaining payment came up, he stopped responding to my messages. He also ignored me when I followed up about a specific car feature that I had explicitly asked about and was assured the car had—but it turns out it does not. Overall, this has been a very frustrating experience, and I am still dealing with the situation. More

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I purchased a vehicle from MetroWest Acura last month and had the perfect experience . My sales consultant was Stephanie. She was eager to help me get a good deal and understand the features of my new vehicl had the perfect experience . My sales consultant was Stephanie. She was eager to help me get a good deal and understand the features of my new vehicle (my last vehicle was 2014)… I had no safety features that Acura offer. Steph taught me how they operate, and how to customize. I was nervous to have all of the bells and whistles. by the end of the visit was comfortable and confident with everything I learned. am grateful she went above and beyond with her service!!! Thank you to her managers too. I highly recommend this dealership and especially Stephanie in sales More

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Something is a miss since this dealership was purchased by a Florida Conglomerate. Jacob took care of me on Saturday. I went in for a 60000 mile oil change and B2 service covered under warranty. This servi by a Florida Conglomerate. Jacob took care of me on Saturday. I went in for a 60000 mile oil change and B2 service covered under warranty. This service is oil change tire rotation and service checks of multiple systems. Also mentioned was a brake check and cleaning which is not covered. $99 for the customer to pay. I refused. While waiting in the show room, Jacob recommended a wheel alignment for $175. I agreed. He also said the differential fluid needed service which was covered. Nice catch and appreciated. When work was completed my vehicle gets washed. Normally my floor mats are cleaned. I noticed the passenger rear mat was dirtier than the rest. I asked Jacob if he would give it another go. The response was … we don’t do the inside….okay so I left perplexed. On my way back to Boston I noticed the steering column was not straight across rather at a 45 degree. To keep it straight across the car pulled to the right. Had to make a U turn and go back to the dealership to see Jacob again. I asked to have the steering corrected and to have the mechanic do a test drive which Jacob did. While waiting I asked the receptionist for the owners email address as I interrupted her snack time while eating a turnover. She said she didn’t know what the email was and that I could go over there and talk to the service Manager. I suggested that when she was finished she could ask the service manager for the email address and bring it to me. The service manager came over to see me and offered to assist however he didn’t know what the owners email was either. Jacob apologized for the inconvenience. My observation. Why was there no Quality Check after the repairs were completed? When a customer ask for a simple cleaning of a floor mat why is there push back? Why does no one know who to contact at the Corporate owner headquarters? Why does a 20 year old eating at her desk allowed to say to a customer I don’t know go over there? When this dealership was a Connolly Dealership it was well run. Jim Brown who used to be the Service Manger expected excellence in Customer Service and when a customer did not get what was expected he made sure the service was right corrected and fixed properly. I did not get that excellence on Saturday. I am very disappointed. Jacob is a good person. Some training and Saturday supervision would help. Acura is a Quality Brand please make sure the Quality Customer Service is there to match it. More

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Jay Dwyer is my angel. I was in a car accident and I needed a new car fast. He called me back immediately with three options that fit my budget and the process was so easy. I was in a car accident and I needed a new car fast. He called me back immediately with three options that fit my budget and the process was so easy. The metro west finance manager handled everything swiftly and within my budget. I recommend highly Jay Dwyer and Metro West Acura.They are the best! More

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