Rachel Cutler

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

Acura of Berlin responded

Dear Bryan, Thank you for sharing your feedback. I’d like to clarify the sequence of events and our findings to ensure complete transparency. After completing your recall service, you expressed concerns about a clunking noise. We promptly inspected your MDX and our technician determined that the noise was due to a faulty strut—not an engine mount. We understand that unexpected vehicle issues can be frustrating, and we were ready to further inspect your vehicle when you scheduled an appointment on Friday. However, it appears that you opted to have repairs done elsewhere and did not attend the scheduled follow-up. Our team stands confidently behind our diagnosis and remains committed to providing thorough, honest service. If you have any further questions or would like to discuss this matter further, please feel free to reach out to me directly. Sincerely, Eric Diaz General Manager

Acura of Berlin responded

Dear Kristina, Thank you for sharing your concerns. I want to assure you that we take your feedback seriously and always strive to provide the best experience for our customers. Since you purchased your TLX four months ago, this is the first time we’ve come across any concerns with the vehicle. When our experienced, certified technicians thoroughly inspected your TLX before delivery, it passed with flying colors, meeting all the necessary certification standards. As I mentioned in the voicemail I left for you, I would love the opportunity to personally inspect your TLX and address any concerns you may have. Our General Sales Manager reached out to assist as quickly as possible. During his conversation with you, he reviewed the findings and explained that the tire pressure warning light was triggered due to a screw that penetrated the tire. As with any AWD vehicle, it is typically recommended to replace all four tires if tread depth varies significantly, as replacing just one can affect performance and requires an alignment. While we were more than willing to go over all the details with you, our General Sales Manager was unfortunately met with an aggressive conversation. While we understand that vehicle concerns can be frustrating, our team—who are also human beings—should not have to endure disrespectful interactions. At that point, our General Sales Manager made the decision to end the call. You have all the certification documents, including measurements, confirming that your TLX was well above the required standards at the time of purchase. While Northeast Acura is an affiliated dealership, their technicians, like many others, may point out items that could need attention in the future rather than immediate repairs. That being said, we still want to make this right for you. If you’d be open to it, we’d love to take another look at your TLX and ensure you’re taken care of, as this is what we do as the #1 Certified Pre-Owned Acura dealer in Connecticut—with the highest customer experience reviews. Please don’t hesitate to reach out directly so we can assist further. Best regards, Eric Diaz General Manager Acura of Berlin

Acura of Berlin responded

Thank you, Keith! 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

Thanks for sharing your thoughts about your experience with Acura of Berlin. We appreciate your business and hope to see you again soon! Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

Thank you for your review. We're sorry your visit didn't go as planned, and we'd like to address these issues with our team. If it's possible to discuss your visit in more detail, please send us a message with your contact information so that we can reach out. We strive to make sure that all of our customers leave happy, and it's disappointing to learn that we missed the mark here. Eric Diaz General Manager 860-829-3787