Acura of Johnston

Very frustrated We have purchased (or leased) 4 cars from Lithia dealers in the past 5 or so years (1 Mercedes, 1 Audi and now 2 Acuras). For three of them we worked We have purchased (or leased) 4 cars from Lithia dealers in the past 5 or so years (1 Mercedes, 1 Audi and now 2 Acuras). For three of them we worked with Alen Z and still like working with him. We’re happy with the car we leased, a 2019 MDX which we feel we got a fair price and trade-in on. Alen did a great job to make the deal happen but the rest of the dealership has routinely let us down and in my opinion handled issues in the least professional way. Our issues started a week after our purchase when we returned the car to be detailed and to receive a free tank of gas we were promised. We were told the night we purchased it that no detailers were available to take care of that so bring it back later and they’ll detail it and throw in a tank of gas. So about a week later at a pre-arranged time my wife did bring the MDX back and mind you it is winter so there was some dirt tracked into the car already – nothing excessive. After waiting over an hour she got in the car to find that they had only vacuumed the front carpet, scraped the sticker marks off the windows but left greasy hand prints and smudges and didn’t touch any other part of the vehicle. There were still dirt marks that hadn't been touched all over the car especially in the back seat from our 3 year old. The tank was on E as well. They offered to do it again but scheduling that has proven challenging so we asked for a gift card for the tank of gas and we’d just clean it ourselves and were told they couldn’t do that. I know this may sound somewhat petty but they set the expectation when they promised this to us the night we bought it. This is just the beginning Around this time (a week or so after purchase) I also realized they hadn’t provided us copies of anything we signed that night as they told us then they’d send them electronically which we thought would be convenient as well. So we asked for that file and were told they’d send it soon as they still hadn’t filed all the paperwork yet with the leasing company. Around 3 weeks later and I get a notice from Audi leasing which was the vehicle we traded in that my payment is past due. I check the balance to find that it’s still not paid. So I contact Alen to let him know we still haven’t received our paperwork, our trade-in is still not paid off and now past due. He apparently passes this info on to someone in finance and I’m told it will be taken care by the end of the following week. After another week I finally emailed the General Manager James Jones and let him know everything that had transpired. He did not reply but suddenly I received a copy of my paperwork via email from Sejad. Assuming this was due to my email to the GM. I asked Sejad about this months lease payment that’s due and he told me I’d have to call Honda Leasing and do it over the phone. Didn’t provide a phone number or any other guidance and at this point they still don’t have an account set up for me presumably because Lithia Acura sat on the loan papers till now. I still have not heard from the GM, not even a “hey were working on this, sorry” - nothing. All just completely inexcusable to me and as of this morning, a month later my Audi balance still hasn’t been paid and is more than two weeks past due. I also have to call Honda and get bounced around forever to pay for our new vehicle. I will probably never buy another vehicle here, probably skip Lithia altogether as I haven’t had the best experiences at BMW/Mercedes either. I may work with Alen again if he goes somewhere else. To me this does feel like you're not important after the sale. More

Oil Change & routine maintenance - unbelievably quick I only had about 75 minutes to get in and get out, but thought I would try to get my oil changed. The RDX has almost 60,000 miles on it so I know a fe I only had about 75 minutes to get in and get out, but thought I would try to get my oil changed. The RDX has almost 60,000 miles on it so I know a few items maintenance items are coming due. They changed the oil, differential fluid and transfer case fluid in about 45 minutes, 50 minutes tops. That includes taking the time to go over everything that had to be done, pay the bill and wash the car. Pretty impressive. More

100,000 Mile Service Matt Johnson did an outstanding job of providing me a high quality service experience for my 2013 Acrua MDX. With over 100,000 miles on the odometer, Matt Johnson did an outstanding job of providing me a high quality service experience for my 2013 Acrua MDX. With over 100,000 miles on the odometer, my MDX required a new timing belt, valve adjustment and spark plugs. Matt was polite, courteous and efficient. He provided me with a loaner car and an accurate estimate of the time it would take to properly service my MDX. Upon completion of the service, my MDX ran beautifully. Hats off to the mechanics! Well done. More

Rear Shock replacement and Roof Rack Install Jeremy is an amazing service manager and takes great time and effort to make sure customers are well taken care of, communicated to, and problem areas Jeremy is an amazing service manager and takes great time and effort to make sure customers are well taken care of, communicated to, and problem areas resolved. I didn't even know I had a service warranty and was expecting to pay $1500 for rear shocks, which turned out to be free because of his diligence and care. Great team all around and I will continue to return here for service. More

Excellent personal service A small job but really personal treatment and that’s been my overall experience with Matt and Jeremy. Always giving me advance notice on additional se A small job but really personal treatment and that’s been my overall experience with Matt and Jeremy. Always giving me advance notice on additional services More

2016 Jeep Patriot I just recently bought a used Jeep Patriot. I worked with Alen who went above and beyond. He even drove the vehicle an hour and half to drop it off I just recently bought a used Jeep Patriot. I worked with Alen who went above and beyond. He even drove the vehicle an hour and half to drop it off at my place of work. Excellent service. More

Courteous and expedient I was immediately waited on when arriving for service appointment. Service time was short as I waited for vehicle. All services were explained and que I was immediately waited on when arriving for service appointment. Service time was short as I waited for vehicle. All services were explained and questions answered. I have always been treated courteously here at Acura More

Great customer service! Accurate time frame. Great customer service! Very nice vehicle to borrow. Addressed additional recalls without being asked. Had to drive a distanc Accurate time frame. Great customer service! Very nice vehicle to borrow. Addressed additional recalls without being asked. Had to drive a distance for service, so appreciated their timeliness and rental car. More

Oil change Got me right in and finished rapidly including an overview of upcoming services needed. Very attentive to my specific needs. I liked these custom atte Got me right in and finished rapidly including an overview of upcoming services needed. Very attentive to my specific needs. I liked these custom attention even though I realize they have hundreds of customers or maybe thousands. More

AcuraMDX Bought multiple cars from Alen over the past years and has always made it a wonderful experience. We love our new MDX and will always work with Alen! Bought multiple cars from Alen over the past years and has always made it a wonderful experience. We love our new MDX and will always work with Alen! More