Acura Columbus - Service Center

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

Good service I had a good experience with the prompt and quick service of my vehicle. The employees were good at explaining what the issues withe car were and got I had a good experience with the prompt and quick service of my vehicle. The employees were good at explaining what the issues withe car were and got it taken care off More

Fantastic! Already referred friends! Bob was by far the best service rep that I have ever worked with. He was very clear on what he was going to do, and why he needed to do it. His friend Bob was by far the best service rep that I have ever worked with. He was very clear on what he was going to do, and why he needed to do it. His friendliness and quick service was the best part of the experience, so I didn't feel pressured or "out of the loop". He needs a promotion so he can show everyone how it's done! Thanks Bob! More

Speedy Airbag Repair w/ Friendly Service - BUT I received a recall notice on my 2010 Acura RDX Turbo regarding the airbag, so naturally I contacted my local Acura dealer, Acura Columbus, as soon as I received a recall notice on my 2010 Acura RDX Turbo regarding the airbag, so naturally I contacted my local Acura dealer, Acura Columbus, as soon as I could. They arranged for me to receive a rental vehicle, free of charge, until the time came that they received in the replacement parts to remedy the airbag issue. Then, my scheduled repair appointment was set for 4/29/16. The repair time was very quick, less than an hour-and-a-half, and everyone I encountered was very professional, courteous and friendly. However, I noticed upon driving home that there was an issue with my repair - every time I turned my wheel, I'd hear a rattling sound coming from within the steering column, as if a loose screw had been dropped inside and not recovered. Now I have to return to the dealer service center to have this issue resolved. It's inconvenient, but the fine service I've received otherwise speaks loudly to th quality of this dealer. I just wish my airbag repair had been completed completely correctly... But we're all human. More

Very disappointed! Took too long in the checkout line. Everyone too busy eating lunch at their desks. I really don't want to smell the onions and tacos or watch people Took too long in the checkout line. Everyone too busy eating lunch at their desks. I really don't want to smell the onions and tacos or watch people eating their giant sandwiches as I stand in line. Car was filthy. Wondering why it was washed on Friday when it wasn't ready for pick up until Monday. You need to figure out the flow in the parking lot as it is ridiculous pulling in and out. More

Great Service!! Great service again from Acura Columbus. Car was done in less time than quoted and nice and clean. I highly recommend Acura Columbus for sales and s Great service again from Acura Columbus. Car was done in less time than quoted and nice and clean. I highly recommend Acura Columbus for sales and service. More

Reliable service Received my car within given projected time frame. Had great availability of service dates and time. Car was washed and looked better than when I to Received my car within given projected time frame. Had great availability of service dates and time. Car was washed and looked better than when I took it in. Staff is friendly. More