Karen Radley Acura & Volkswagen – Washington DC area Acura dealer
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Have purchased three cars from Karen Radley Acura/VW in Woodbridge VA – 2006 TL, 2012 Golf R and 2013 RDX. Sales & service staff have been above reproach on all occasions, and the cars have been reliable and enjoyable to own. My wife is probably an Acura fan for life due to the quality of their cars and the excellent treatment we’ve consistently received from Radley. Finally, a special ‘shout out’ to Trish in Acura Service, and Sal in VW Sales, both of whom are among the best to work with. I highly recommend this dealership to everyone.
Went in twice to look at a used car that was well priced. The first time I was greeted by Melvin Cygan, with whom I had already spoken on the phone. Off the bat he was unreceptive to anything I had to say, aloof, and overall very irritating to work with. When I eventually asked to test drive the car he fought me on the matter, claiming that only if I was looking to buy the car that day would he want me to test drive it because, “I don’t want to put a sports car out in the rain.” Luckily I was able to coax him into getting me behind the wheel by being very blunt. The next day I called the dealership four times with no response from Melvin, who was apparently around but couldn’t be located. The secretary very happily got off the phone with me on all four occasions without even attempting to find a solution to my problem (i.e. escalate my situation to a manager or to another representative). On the fifth call I expressed my frustration and was transferred to a sales manager named Phil. He told me to ask for him personally when I came into the dealership that evening and that he would have the situation handled properly.
Upon arrival at the dealership I learned that both Phil and Melvin were “busy.” I waited almost 20 minutes in full view of a glass-walled room where FOUR idle sales reps sat around chatting and laughing and not once did any of them get out of their chairs to come out and simple ask if I needed anything. All the while the car that I was planning on purchasing was being test driven and would eventually be sold to another customer. This was the most unbelievable scenario I have had the displeasure of experiencing in my recent life. When Melvin did finally come out to assist me, his aloof/lackadaisical and somewhat cocky attitude was going full force and he put zero effort into trying to alleviate my frustrations as the other customer finished his test drive and eventually ended up starting on the paperwork. Further, he exacerbated the situation by very irritatingly repeating several times over in a smart alec tone that he, “Tells customers all the time that these cars don’t stick around and they come back a week later because they think it’s a sales tactic and the car is gone” even after I said, “I understand but I literally came in to check out the car yesterday and I’m back today to make the purchase so your statement doesn’t apply to me.” He even went as far as to tell me that it seemed like I couldn’t afford the car and that I should look elsewhere when earlier on in the conversation I was trying to negotiate and I stated that the car was at the top of my price range. Five minutes after telling me that the price was 100% non-negotiable (he had come down on the price earlier in the conversation – he tried to slyly rescind this) and was contingent on the other party not buying the car (this, while heart-wrenching, was fair, I admit) he decided to walk away and continue chatting with the other sales representatives for a good 15 minutes in the glass-walled room while I sat there perplexed, pulling my hair out in response to the amazing deal that was slowly slipping away from me as the other customer continued to negotiate the sale of the vehicle. I felt utterly powerless and I was frustrated that I didn’t have a professional sales associate present to at least make the experience easier to swallow. To top it off, when I eventually got discouraged and told Melvin I was leaving, he said he would call me in 30 minutes to tell me whether the negotiations went through. It’s been 2.5 hours and no call (and I don’t expect to receive one). The obvious and courteous thing to have done would have been for him to have called me, apologized that things didn’t work out, perhaps see if there were any other cars I was interested in, and then let me continue on with my day.
I don’t blame the dealership for my loss here because I did have a chance to purchase the car the first day I saw it (although had anyone been responsive during the subsequent daytime hours I might have realized the urgency of the situation and been more hasty about it). Rather I think that the entire experience was handled in the poorest manner I have ever and will ever see in my lifetime (I’m prepared to eat my words here…I’m young). Judging by the horribly/shockingly/appallingly inattentive staff and the one customer in total who I saw here during both my visits, Karen Radley Acura is clearly a dealership that’s on its deathbed; I would be highly surprised if it was still around a year from now and I’m in utter disbelief that it has made it this far (although somehow these “miracles” do happen…it boggles my mind). Melvin and the rest of the staff were a nightmare to work with. Stay away at all costs.