Jonathan Roath

Acura of Berlin responded

Hi Job, Thank you for sharing your feedback. We take all concerns seriously, and I want to clarify a few things to ensure transparency and accuracy. Since 2020, we've actually made significant strides in improving our customer satisfaction—something we're very proud of. Our current service team includes more experienced advisors, and we’ve seen stronger engagement and resolution across the board. After reviewing your recent visit with both Brian, your Service Advisor, and Rachel, our Service Manager, it’s important to note: Brian did not suggest going to another dealer out of disregard. His recommendation for a second opinion was based on your disagreement regarding the potential need for a transmission and additional repairs, should the codes return. We always aim to be upfront—even when it’s not what someone wants to hear—and we also recognize that hearing major repairs can be unsettling. That’s why we remind clients they always have the option to get a second diagnostic opinion for peace of mind. It's not ideal, but it's part of being transparent. Regarding the rod bearing concern, I’m a bit confused. Based on our records and your feedback at the time, you were fully satisfied with how we addressed and resolved the issue last year. If something has changed since then, we’re more than willing to re-evaluate—but it's unclear why this is being reintroduced after the matter was resolved to your satisfaction. Lastly, the topic of loaners—this is unfortunately the most common source of frustration, not just here, but at dealerships across the board. The reality is: Acura has capped the number of vehicles we’re allowed to keep in our loaner fleet, and at this time, we’re maxed out. We understand it's inconvenient, especially for paid services, but it's not something we have direct control over. Again, we do appreciate the feedback. If there’s anything further you’d like us to look into, feel free to reach out. Sincerely, Eric Diaz General Manager Acura of Berlin

Acura of Berlin responded

It has been a pleasure serving you. Quality customer service is always our number one priority, and we're happy to hear that we met your expectations. Thank you for choosing Acura of Berlin, we look forward to having you as a valued customer for many years to come! Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

Thank you for your very kind review. We strive to make sure that all of our customers leave happy, and it's great to hear about your excellent experience here at Acura of Berlin. Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

We're sorry to hear that your visit didn't meet the high standards that guests have come to expect from our dealership. If there's anything we can do to resolve the issue or if it's possible to discuss your visit in more detail, please feel free to contact us directly or let us know the best way to contact you and we will reach out. We'd love to get to the bottom of this and turn things around for you. Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

Thank you so much for your kind words, and for taking the time to leave us this wonderful feedback! Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

Thank you! It has been a pleasure serving you. Quality customer service is always our number one priority, and we're happy to hear that we met your expectations. Thank you again for choosing Acura of Berlin. We look forward to having you as one of our valued customers for many more years to come! Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

Thank you for taking the time to share your feedback with us. We work hard to make sure our guests have an exceptional experience. We will share your comments with our team, and we look forward to working with you again. Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

Thank you for your business and this review. We're happy to hear our team was able to serve you and demonstrate our commitment to great service. If there is anything we can assist you with in the future, please let us know. Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

Thank you! We appreciate your business and look forward to helping you with any questions or future vehicle needs. Thank you for choosing Acura of Berlin. Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

Thank you for bringing this to our attention, and we'd like to learn more about your experience. If you'd be willing to provide more information about your visit, please send us a message with your contact information so that we can reach out. Our goal is to make sure everyone who visits the dealership has a top-notch experience. We're sorry that we didn't meet that goal in this case and we'd love the opportunity to get more details to see if we can turn this situation around for you. Eric Diaz General Manager 860-829-3787