Acura Columbus - Service Center

Great Service I was pleased with my recent visit for service at Acura Columbus. I was able to get in for an early appt. and out as soon as the work was done. Every I was pleased with my recent visit for service at Acura Columbus. I was able to get in for an early appt. and out as soon as the work was done. Everything was explained to me after by Mr. Zuene in detail, and I have had no issues since. Thank you ! More

So, I still don't know where things stand (UPDATE) UPDATE: My original review is below. I have updated my rating of Acura Columbus from 3.5 stars to 5 stars to reflect their response to my original UPDATE: My original review is below. I have updated my rating of Acura Columbus from 3.5 stars to 5 stars to reflect their response to my original review. I don't say this lightly: I just had the BEST customer service experience I have ever had. Let me explain. Soon after I wrote my original review, I received a message from the company president, John Connelly, apologizing for the problems, stating that that's not how they do business, and indicating that I should be hearing from service manager Larry Jones. I then checked my phone and saw a voicemail from none other than Mr. Jones stating that they wanted to "make things right." I gave Mr. Jones a call and he told me they had read my review but wanted to hear more about the issues from me directly, so I explained my experience and my issues. I told him my main issue was that no one really explained to me why the gas cap issue was not fixed properly the first time and why they hadn't already ordered the new part before my second service appointment. He told me he looked into the issue, and in 2 minutes time, he gave me a satisfactory explanation of the gas cap issue. Again, he reiterated that they wanted to "make things right" - and they did! - They drove a rental MDX down to my place of business an hour away - They picked up my RDX, took it back up to Acura Columbus and fixed the gas cap issue - They noticed another possible issue with the gas cap so they went ahead and replaced the entire assembly free of charge - When I indicated I wanted to go ahead and pay for an oil change while my vehicle was up there, they offered to go ahead and do an oil change and tire rotation free of charge - They drove my RDX back down to my place of business and dropped off an invoice showing the gas cap repair, oil change, and tire rotation had in fact been done free of charge - Instead of simply parking my RDX on the street, they drove it around to our parking lot in back, which is off of a narrow alley-way, and backed my vehicle into a parking spot so I could get out more easily (small things matter) - They placed a note with mints on my dash (small things matter) - They 3-day priority shipped me a box of gourmet cookies with a handwritten note from Mr. Connelly apologizing for my troubles, which I discovered on my doorstep when I got home - Mr. Jones kept in constant communication with me to make sure I knew exactly what was going on and when I used to work in customer service. In my current profession I deal with numerous clients on a daily basis. I am just so impressed at the lengths Acura Columbus has gone to try to make me a happy customer - and it has worked. They have certainly redeemed themselves in my eyes. Not only did they do everything they should have done to "make things right," but they did everything they could have done. It seems that my initial bad experience was just one of those instances that "fell through the cracks, " but that is clearly not indicative of how the company is run. Special thanks to Mr. Connelly and Mr. Jones. I will be back. -Grant _____________________ ORIGINAL REVIEW: There are two Acura dealerships in Columbus. I had purchased a used 2013 RDX from elsewhere. A few months ago I made an appointment with Acura Columbus to get a sun glass holder and gas cap tether fixed under warranty. I was told it would take approximately 1 hour. It ended up taking 2.5 hours because they were behind on some other service jobs. Kind of inconvenient, since I 1 hour live out of town, but it happens. I simply took an Uber down the road to some shopping areas and then came back. A week or two later, the gas cap tether comes off again - literally just falls off when I unscrew the cap to fill up with gas. I call again and schedule another appointment. I also wanted them to check out some noises coming from the vehicle that I didn't know whether they were normal or not. Their "sound guy" only comes during the week, so I had to leave work early and schedule something on Monday. Again, I can kind of understand that. I show up and talk to one of the guys at the front kiosks, who enter in vehicle information and arrange for it to be looked at (Bob Meyer). I explain that they had fixed the gas cap a few weeks ago, and that it fell off again for no reason. I asked that he confirm it would be no additional cost to get it fixed the second time, since it was their fault. For some reason, he could not confirm that, which made me nervous. Something about "as long as [I] didn't break it." Anyway, the "sound guy" (Eddie Chandler) comes out and we both hop in the vehicle to drive around and try to identify the noise issues. Mr. Chandler is a cool, nice guy. Ultimately, he doesn't hear anything out of the ordinary, so that was good news. We come back to the dealership and I hang out in the waiting area for probably 30 to 45 minutes. It's an "ok" waiting area with some drinks and snacks, a loud TV, and chairs that are a little worse for the wear. Not great but it doesn't matter if I don't have to wait there for a long time. Eventually, Mr. Meyer comes out and tells me that they have to order a gas cap part and that I will have to come back up in another day or two to get that installed. I ask him why that would be when they knew weeks in advance what the issue was. I explained that it was very inconvenient because I live out of town and can't take off work repeatedly to get a gas cap tether replaced. He doesn't really say much except to say that the correct part was not used when they fixed the gas cap tether the first time. He did not explain why that was, though. I left and came home. When I filled up my vehicle with gas the next time, I noticed that the gas cap is currently tethered, but given Mr. Meyer's comments to me, I don't know if it's tethered correctly, or if a new part needs put on, or what. I never received any follow-up phone call from them letting me know that they had received the part. At the end of the day, I left feeling very unsatisfied and confused. The staff that I interacted with were friendly, but if you're wanting my honest opinion, the experience was not great. The fact that the dealership is located on the corner of a busy intersection, and its parking lot is extremely cramped and tricky to navigate (the service area is hidden in the rear of the building) doesn't help. I may be looking at other Acura dealerships in the future. More

Air bag recall. Oil change. Sun tool repair I am happy with the oil change service and sun roof repair. I had received a call around May 17 that the air bag replacement part was in. I fully expe I am happy with the oil change service and sun roof repair. I had received a call around May 17 that the air bag replacement part was in. I fully expected that the replacement would occur. I don't understand why I was told that when now I am told the part is on back order and won't be in for another 2 to 3 months More

Wonderful The service department was wonderful as always. Timely and courteous! I will definitely be back again. Todd took the time to explain the service and g The service department was wonderful as always. Timely and courteous! I will definitely be back again. Todd took the time to explain the service and gave me an estimate on how much it was going to cost. More

Went Out of Their Way To Ensure Great Customer Experience This is the 3rd time I have had my car serviced here since buying my 2015 Acura ILX. Each time, the staff have been kind and have not been pushy, whi This is the 3rd time I have had my car serviced here since buying my 2015 Acura ILX. Each time, the staff have been kind and have not been pushy, which I appreciate. I had a couple of concerns heading into the appointment after recently receiving a letter related to an airbag recall on my vehicle. Since my appointment was for a tire rotation and oil change, I wasn't sure what to expect in relation to how the dealership would handle the recall, particularly since there is currently a national backorder on the impacted parts. I voiced my concerns and was pleasantly surprised with how accommodating the dealership was at meeting my needs. The dealership went out of their way to develop a plan that both fit my needs and my work schedule. When it comes to customer service, these guys get it! More

E-Mail to owner John, Thanks for the opportunity to express my views on our customer service. As I have said in previous responses to your E-Mails, your team is stil John, Thanks for the opportunity to express my views on our customer service. As I have said in previous responses to your E-Mails, your team is still the BEST! Everyone did their job in a very professional manor. Your check in guys were prompt and efficient, Bob Meyer did a great job organizing my service appoint and had Eddy drive my MDX to help diagnose one of my concerns, which he did quickly and efficiently. He relayed his diagnosis to Bob and he gave me a loaner to take home so they could complete the repair. What great service, my repaired and serviced MDX was returned to me today clean and with the Multi-Point inspection report. Keep up the great customer service as will be recommending you to my friends. For sure you will receive 100% rating on the Acura Corporate review. Best Regards, Steve More

Management discord Received a recall notice for my '14 RDX (defective airbag), letter stated that Acura would provide a free rental while RDX was serviced. I called and Received a recall notice for my '14 RDX (defective airbag), letter stated that Acura would provide a free rental while RDX was serviced. I called and agreed to this. Here are the 'highlights' of the experience: 1. Acura told us to not drive the RDX, leave it in the garage and come to the dealer and get the rental car. 2. Showed up at the dealer and the rental car was not there as the lady on the phone told me it would be, but we'd have to get to the Hertz agency for the car - a few miles away. 3. We followed their directions and went to the Herz agency, where after waiting in line for 40 minutes were told that they don't rent cars for Acura. 4. Not knowing what to do, after another 25 minutes finally got the Hertz agent on the phone with Acura and they determined that we had to drive to another Hertz agency to pick up the car. 5. We did so, and got the rental, no further issues. 6. 5 weeks pass and the airbag part has arrived and I was called to schedule the appointment. I was told to have the RDX at Acura on a Tuesday. I asked them how do I get the car there? They said 'drive it' then I had to explain why we have the rental in the first place and the RDX is not to be driven. I also informed them that the RDX would not start (I presumed a dead battery). After several call backs with different Acura managers, they agreed to come get the car on Tuesday morning. (Wait, it gets better). I took the morning off, and waited for them. They never showed up. 7. I called Acura the next day to inquire what happened, and there was no explanation other than to set up another visit the following week at 11am on Wednesday. 8. Acura does show up to my house at 11:07 the next Wednesday and asks me to pull the car into my driveway. I asked him how I was to do that since the car wouldn't start? The email appointment confirmation from Acura clearly stated "RDX will not start." He left in frustration, but did call me back later that day and asked if he could come back out and get the car. I agreed. They picked up the car, I got a call a few hours later stating the car was ready and that I needed to call Hertz so they can come pick up my rental from my home. I then asked 'how am I to get the RDX without the rental' which they replied Hertz would take me to the Acura dealership. 9. I called Hertz and asked them to come get the rental, and was told 'we don't do that.' Of course not. I was told by Hertz to just drive the rental to Acura and leave it and pick up my RDX - this of course made sense to me. 10. Although the RDX is a '14, it has very few miles (14k) and I keep it like new condition. When I picked up the car, the driver's seat has what looks like white paste in many of the air holes on the top of the leather seat. I'm guessing the service technician had some sort of paste on this pants that got into the seat. Ugh. Net - The overall service at Columbus Acura is very good. I've been there several times and they actually go over the top a little too much to exhibit great customer service. I find their prices to be extreme, but could say that for all dealerships. I just don't think management had any idea how to handle the complexities of a recall (and it's not really that complex). The whole thing was a mess, we got through it, but it has changed my perception of taking my car back to Columbus Acura for future service. I'm sure senior management does not know about CRM, but if they did, they'd put it into play so that when a customer speaks to one manager, then the next manger is fully aware of the dialog, and then when the customer calls and gets a 3rd manager, he/she is fully informed of the trail. More

Summary I appreciate the papers with what was checked and knowing what to watch for in future services. All staff were friendly and helpful. Thank you! I appreciate the papers with what was checked and knowing what to watch for in future services. All staff were friendly and helpful. Thank you! More

Unable to duplicate issue and couldn't diagnose from my desc Having intermittent issue with steering wheel volume and channel buttons not working when using radio, cd or iPod. If you hit the channel button it i Having intermittent issue with steering wheel volume and channel buttons not working when using radio, cd or iPod. If you hit the channel button it increases volume. If you try to use the down volume button it increases it too. Car needs to be turned off and restarted to get it working right again. Due to it being intermittent they could not duplicate problem and because they couldn't duplicate are unable to figure out how to diagnose or correct issue. Jami said to try and video it next time it happens; which will be tough since I'll probably be driving. Not to mention the only thing that would show is the volume level increasing in the car and the number of volume level increasing on the display....which is what I told them happens. Also couldn't figure out why car has problem playing music from my iPhone (display reads Loading or Unsupported). Again they couldn't duplicate problem and suggested getting a new cord. No problems with cord when using my iPod. They had some sort of gas leak and were evacuated which meant I couldn't return loaner and get my car before I needed to get my son from school. They were totally fine with my coming back in Saturday morning but Jami said they'd be working later than the regular 6 pm closing time (due to being behind because of evacuation) if I wanted to get back that evening. I showed up at 6:01 and computers were off and cashier was ready to head out the door. She was nice enough to check me out even though it was news to her they were staying late. More

Stellar service Zach was extremely friendly and helpful and worked with me to make sure I was extremely happy with my service appointment. Despite spending well over Zach was extremely friendly and helpful and worked with me to make sure I was extremely happy with my service appointment. Despite spending well over $1000 more than I had anticipated, I left feeing like this was one of the best car service appointments I've ever had. More