I sent the following to the service manager, Juan Ortiz.
Hi Juan,
Let me preface this by saying that I had been servicing my 21' Acura RDX Aspec at Honda of Kenosha. I have had great service there, but thought I'd give Acura a try. That was a mistake!
So, let me start from the beginning. As I pulled into the service bay, 3 service advisors looked at me. I moved all the way up and turned off the car. It took me awhile to get out of the vehicle since I was grabbing various things. I was absolutely amazed that no one came out to greet me. I then proceeded to walk into the service advisor area. I had 3 service advisors with their backs to me. I literally stood inside the door for a good 2 minutes before FINALLY being acknowledged. When I was acknowledged, it was by a service advisor that didn't even turn around to look at me.
I then proceeded to the service advisor who somewhat acknowledged me (Nick Cooper). I explained what I wanted, and expressed no car wash. While waiting, Nick came out to try and upsell me on filters. My car has 19k miles, and I just replaced the cabin air filter myself 3 weeks ago. Nick stated that they were "dirty" and needed to be replaced at 19k miles. I told him that is kind of odd, since my MID isn't even telling me to replace them. Additionally, I had just replaced the cabin air filter myself 3 weeks prior to this service visit, so I wasn't sure how it could be "so dirty" by now. I then told him to take me out to the car and show me the filters. At that point, it became a "it's a precautionary thing to replace them." Of course, since I read the owners manual, and am up-to-date on cars, I didn't fall for this scam.
Also, while waiting, another service advisor came out and hustled a poor woman with her young daughter. The woman, who didn't speak English, was being told me that she needed numerous services. Some of them made absolutely NO sense based on the service advisor's reasoning as to why they needed to be performed. I felt so bad for her, and clearly, this was an easy take advantage of the customer and upsell. My heart could only break for her, as I felt it wasn't my place to chime in.
I understand service advisors make commission off of selling services, and I am all for that when they are appropriate. Just because I can afford an Acura, doesn't mean that I should be taken advantage of when I come in for a simple oil change.
Lastly, most of the staff I encountered weren't very friendly. I heard 2 salesman talking loudly right outside of the customer service waiting area about how they were going to easily make a lot of money off of someone on the 2011 Mustang 5.0 that you currently have on the lot with all of the aftermarket parts on it. Is that really something customers should and want to be hearing? Also, when I got home and looked at my service invoice, I saw that I was charged for windshield washer fluid. SERIOUSLY? On an Acura? Shouldn't that be included as a complimentary service?
All in all, I was VERY unimpressed with McGrath Acura of Libertyville. I had originally planned on leasing a new Acura next year, however, I think this sealed the deal on moving over to a Tesla. It's truly a-shame that I get better service, friendlier staff, and service advisors that look the part and not like high-schoolers at Honda. i am sure that I am not the only one that has had this type of a service visit experience, but you might want to re-evaluate things in that department.
I look forward to hearing back from you, and I will also be expressing my dissatisfaction with Acura corporate as well.
Thank you!
Jeff H
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