Acura Columbus - Service Center

Acura Columbus responded

Hi - I know that Jami has been trying to reach you after she worked to help and I wrote you also back on September 13th. Please be in touch with us to let us know if you still want us to try to help. Thanks, John Connelly Owner/Acura Columbus

Acura Columbus responded

Thanks for your trust - we appreciate it! - John Connelly Owner/Acura Columbus

Acura Columbus responded

Glad the visit went well - thanks for the opportunity! - John Connelly Owner/Acura Columbus

Acura Columbus responded

Hi Mr. Shajahan- We take our reviews very seriously - you can see my personal answers on thousands of them. When we make a mistake, I apologize and do my best to make up for it. In this instance, what you wrote is inaccurate and our GM reached out to try to explain, but I don’t know if we were able to explain it enough since we have not received a final answer back from you. As our GM wrote, she is sorry if you feel we misled you in any way. The Acura Complimentary Maintenance Program (provided by Acura, not us as the dealer) for 2023 vehicle models covers oil changes and tire rotations only for 2 years, 24,000 miles. We can see from your repair order that there was no charge applied for those services. You paid for the remaining portion of the B16 (brake and caliper slide pin service and rear differential fluid). I talked with Zach and he said he discussed this with you. I am not sure why you would go to a review site and leave him 2 stars — although I guess it is better than the 1 star for our store! We have signage in our finance offices and on every service advisor's desk describing the coverage of this program because we have always wanted to be very up front with customers that it does not cover everything. We try to go over this with every customer during the purchase process and always present maintenance plan options that will truly cover all the Acura recommended maintenance. Please let us know if you have any questions or if there is something I can do to help. Also, in the future, please feel free to reach out to us directly for any explanations. I do apologize for any misunderstanding on our behalf. Thanks, John Connelly Owner/Acura Columbus Johnconnelly@acuracolumbus.com 614-763-2101 Text 6147611222

Syed responded

Thank you for taking the time to explain the situation and clarify the details of the Acura Complimentary Maintenance Program. I understand that the program only covers oil changes and tire rotations for the first two years or 24,000 miles. However, my confusion stems from the fact that the second-year recommended service for the MDX is the B16 service, which includes the brake and caliper slide pin service and the rear differential fluid change. Since this is a standard service for the vehicle at that point, I was under the impression that it would fall under the warranty coverage. I realize now that these specific services aren't included in the complimentary program, but this wasn’t fully clear to me at the time. The service team also didn't explain this when I scheduled the appointment, despite my asking about the service charges. I was surprised when I found out after the service was completed. I appreciate Zach and the GM's efforts to explain the coverage, but I still don’t fully understand why the second-year service wasn’t included. This was also never explained when I scheduled the service, despite my inquiries. This lack of clarity left me feeling frustrated, which ultimately led to my review. I didn't mean to imply that the dealership misled me intentionally, and I do recognize that the work performed was done well. I appreciate your transparency and will consider revisiting the review to reflect this clarification. Thank you again for your patience and for addressing this with me. If there’s anything else I need to know, please feel free to reach out. Best regards, Syed Abuthahir

Acura Columbus responded

Thanks for taking the time to write — we appreciate it! I am glad all went well. Thanks, John Connelly Owner/Acura Columbus

Acura Columbus responded

Excellent! I am glad all went well - thank you! - John Connelly Owner/Acura Columbus

Acura Columbus responded

So nice!! Thank you!! - John Connelly Owner/Acura Columbus

HEATHERPBLACK responded

Well deserved!

Acura Columbus responded

Thank you so much! So happy to have you with us the last 5 years. Thanks, John Connelly Owner/Acura Columbus

Acura Columbus responded

Very nice! Thank you. Glad you liked the texting! Have a great week. - John Connelly Owner/Acura Columbus

Acura Columbus responded

Thanks for giving us the chance to help! We appreciate it. - John Connelly Owner/Acura Columbus