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At the end of May, my car lease came to an end and I wanted to purchase my car. I went to the dealership where I had originally leased my car and asked if they could assist with helping me keep my car. I was informed they would call me back – they didn’t. I called Acura customer service to see if they could assist and also heard “we’ll call you back” – they didn’t.
I’ve owned nothing but Acuras for several years – I love them. The Tsx I have is my 8th. I have bought several from the dealership I normally go to and have referred several friends and colleagues to them. But this time, my endeavor to keep my car turned into a nightmare that frustrated me so much that I wrote an email…which I ended up as a blog post that I published at http://www.acuraserviceexcellence.com
In wondering if there was anyone who could assist me with keeping my car, I sent an e-mail to every Acura dealership in the state of Maryland. I received some e-mails that had been send via autoresponders (as indicated by comments such as “thanks for your interest in your new _____ (space left empty as I had not indicated…)” and a few phone messages that were short and said “please call us”.
I thought I would some good responses and my problem would be resolved.
Within a few hours of sending the e-mail I received e-mail responses from both Warren Paugh and Nuke Nushann at Norris Acura West in Ellicott City MD. While they didn’t make any promises at the time, they genuinely seemed that they wanted to help. So on a Saturday I went to see them and they worked with me (and my not-so-great credit) in a compassionate, professional manner that allowed me to keep my car.
I can’t even begin to tell you how impressed I was with their service, the communication and compassion they provided when it looked like I had to wait a little bit, and their superior financing capabilities. I was so blown away by everything I experienced that it felt like I had instantly inherited a family of 5 brothers that were looking out for their sister who needed to keep her car.
Warren and Nuke listened to my experiences during the last year and helped me decide whether it was best to keep my car or look into leasing a new one. We all agreed that my car was worth keeping (can I tell ya? – it’s a great, great car) and they helped me with working on the different options I had for making that happen. Forms were filled out, paperwork was completed, if there was a wait it was short (and they were great at communicating delays if there was one). When it looked like a resolution had been found, Nuke and Warren both worked expeditiously to get everything done and worked with Taek on getting financing.
Taek (who has worked in finance for several years) helped me understand the in’s and out’s of financing and the art of telling the story behind why you want a car vs. punching numbers into a computer and waiting to see if a loan has been approved. He has definitely mastered the art of the ‘human factor’ in automotive financing which was necessary for me as “life” had gotten in the way for me and affected my credit deeply.
Doug greeted me with his warm smile each time I came into Norris and talked to me about their goals as a dealership when it came to customer service – he seemed to be the voice for their mission statement which is written in large letters on the wall above the Norris sales floor which says: “Our mission is to provide such outstanding products and services that our customers will never want to purchase their vehicles anywhere else”. – Mission accomplished.
Abu, another sales man who caught up with me between his other customers told me that he owned 3 Acuras – one of which was an old Acura Integra that he had purchased (I had owned two of them previously and they were a joy to drive). His unbounded youthful enthusiasm for the products he sells was nothing short of phenomenal and it made me think about the times I have met with sales people who don’t own (or drive) the products they sell.
All of these gentlemen and the compassionate professionalism they demonstrated in helping me spoke to Warren’s leadership as the General Manager at Norris Acura West. If you are looking to purchase an Acura, I would recommend them highly!
I took in my 2003 TL to Norris Acura West in Ellicott City, MD. I drive 60 miles to the dealership because have they have the highest customer rating but never again.
The service department ran a diagnostic on my car headlight and informed me it was only the bulb that needed replacement. I had two other bulbs to be replaced and the bill was $493. I left the dealership without looking at the light. I was unable to see the reflection in the car in front of me so I pull over the check and found it not to be burning. I had driven 20 miles. I returned right away to be told all three components of the light were bad: inverter, igniter and bulb. My first question was what happened with that original diagnostic that I paid for?
Parts were to cost me $1200 plus labor. I declined the work and insisted I be refunded the $200 for the first bulb and labor. They agreed. Before arriving home that night, my lights began flashing and there was clicking inside the car. I had never experienced any issues with the electrical system of the car. When I arrived home, I found they had pried the back cover off the light and improperly removed the bumper breaking much of the top of the bumper. I tried to contact the General Manager the next day and was offered his email address. When I contacted Acura Headquarters, I was told the bumper did not have to be removed and not sure why they did but it was between me and the dealership.
I was called as part of a routine survey to ask about my service and when I told them of my experience, they informed me they would notify all parties involved and get back with me. I have yet to hear anything back.
The service was friendly but I wanted my car fixed. I paid $200 to have a floodlight and a side light replaced. They completely destroyed the headlight and caused an electric short. I will never use them again or buy another Acura.