Pohanka Acura - Great Customer Service

You've heard me complain about customer service in many blog posts but this time it's all about the good. 

We bought our Acura TL from Pohanka Acura in Chantilly back in 2002 and we have continued to go there for all of the scheduled maintenance, oil changes, etc.  Basically anything that car needed it got from the dealer.  Knowing that you can get better deals out there if you know a good mechanic we decided to go this route with our new car this time.  Well folks, it pays off....

Yesterday we noticed our transmission slipping so we headed right to the dealer to drop off the car (btw, big thanks to Larry for coming to get us!)  They are usually open on Sundays for service but being Easter, they were closed.  No biggie, they have a drop box.  Peter and I got up this AM thinking we were going to have to hand over big $ right on top of paying Uncle Sam his taxes this week - ugh, not a good start to the week.  Anyway, back to the story...before I could call Pohanka, our service guy, Jeff called to tell me the bad news.  Yes, the transmission was gone and it needed to be replaced.  My head began to hurt...but there was good news too.  Jeff researched our service and maintenance history with Acura and Pohanka and was able to call Acura and get them to pay 80% of the total bill!  I nearly spit out my coffee.  I couldn't believe that he did that or that Acura would take on the cost.  Transmissions are not cheap and hearing this was like eating a whole chocolate cake and not gaining a pound!  He went on to tell me that my loaner car paperwork was already processed and I could come pick it up anytime. 

Now Peter and I have always had pleasant experiences at Pohanka and we fell in love with Acura when we bought this car.  We have always said that we will only buy Acura going forward and I gotta tell you, this sealed the deal for me.

Comments

[Jill]

I concur with you on this one. I dealt with Pohanka for my Acura CL, and always had good experiences. Your story reminds me of one like it. My friend had an Acura MDX, and right after the warranty ran out she had a $4,000 issue with it. Because she had done all of her maintenance and repairs at Acura (Pohanka), Acura covered the cost (she had to fight for it, but they did). So, I second the notion that going to the dealer can pay off. Although, we've had some major trouble with dealers ripping us off so we don't go to one ... but it *can* pay off if you have an honest one.

[Kathy]

Gotta love great customer service. I am so glad it worked out for you!!!