Weston Weston

Review of Sterling McCall Acura

Sterling McCall Acura needs an overhaul. My custo...

Sterling McCall Acura needs an overhaul. My customer service representatives were courteous and responsive. One of the representatives seemed to look down and text on her phone a bunch during our conversation. Customer service 101 includes being attentive and engaged when you are speaking to the customer. If you are looking at something on your phone that is relevant to the conversation with the customer, let them know.

Aestheticly, the facility is junky and old. There was excess merchandise positioned outside the parts/service area, that was tacky. The chairs are torn and there were crumbs around the seating area that looks like it had been there a while. I took/have pictures of this just in case I needed to provide proof of what I encountered.

I visited Acura for a recall issue and not to have my car serviced. I left Acura alone in terms of servicing my car. I reached out to them 3 years after having my car to let them know the leather was thin and tearing despite me barely using the car. They told me I was on my own to repair the leather that was not their problem. When I tried to speak to someone at the dealership by phone I got the run around. I also contacted Acura headquarters to explain and they also were unwilling to view or resolve the problem with my 2012 TSX. Leather interior should not tear and fall apart on a 3 year old car that is barely used. I paid $ 800 to have the thin poor quality leather replaced on rarely used car. If you want to observe high quality customer service, visit Allen Honda in College Station, Texas. They get all parts of the customer experience right. I've been taking my car there for service for two years.

Also the dealer allows a third party windshield repair company to assess your car immediately after arriving at the dealership. Before I got out of my car an assertive but polite gentleman pounced on me about fixing the chips in my windshield. Uh, no thanks Sterling McCall Acura. I don't like the pounce experience and declined their services.