Dear Barbara,
I recently purchased my 2003 MDX from your dealership. I just want you to know that I am totally impressed with the quality of personnel you have and the way I have been treated. Tony Varela was not a typical Salesman but was professional in every way with me. I had some upgrades done to my car on the day the power went out in Bellevue, due to a windstorm. Your Service Department was able to complete my upgrades in spite of no power in the building.
I had a squeak/rattle that was driving me nuts... Tony informed Jeff Koch who called me and informed me to get the car into service and they would do everything they could do to fix it. I had the car in yesterday and the drivers seat was replaced and guess what??? The squeak/rattle is gone and I am a happy customer!!! What a Service Department.... it took all of 5 minutes both when I dropped the car off and got a loaner and when I picked up the car. Jeff was great; the girls that work the billings were professional and smiled. I have bought many new American cars but never been treated like this. I just wanted to drop a note and thank you and your staff.
Sincerely,
Scott Mahon
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Dear Mr. Kelley,
I recently purchased a new Acura CL from Acura of Bellevue. When I entered the dealership, I had no intention of purchasing a new Acura and certainly not the CL, which I considered ugly. My decision to purchase this car was based almost exclusively upon the sales skills of Jason Kim. After listening to his presentation and after experiencing a few exhilarating minutes in the passenger seat while Jason put the car through its paces, I came to feel as passionate about the car as he did.
During the course of the negotiations over price, an unfortunate misunderstanding occurred over whether or not special wheels and tires were part of the deal. When we realized that we had miscommunicated, Jason handled the situation with courtesy and professionalism. I was also impressed that in accordance with your commitment to your customers, Acura of Bellevue agreed to split the cost of the wheels with me. It is easy to provide good customer service when things go according to plan, but the real measure of customer care is how welll customers are treated when things go bad. In this case, you are to be commended.
On a personal note, Jason mentioned to me that he hopes someday to become a police officer. I believe that the same skills that serve him as a sales consultant at Acura of Bellevue will serve him well as a cop: professionalism, integrity, and sincerity. He not only belies the unfortunate stereotypes about car dealers, but he gives us old fogeys renewed faith in the younger generations.
Sincerely,
Richard Dickenson
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Dear Mr. Pardee,
My wife and I have been working with your salesman, Jeff Koch. Last Saturday I finalized our lease of a new 2000 Acura TL, and we are anxiously awaiting delivery. Jeff has been a pleasure to work with, as his straightforward professional approach is refreshing.
Earlier, we decided to trade in our Volvo 850 6 months before lease termination and finance the small negative equity in that lease. Jeff had prepared some numbers to take that into account. After more thought, we decided not to finance the negative equity, but rather just pay it off.
To finalize the lease, Jeff introduced me to Kerri Turner, your finance manager. Saturday was a very busy day for your company. Kerri graciously worked through her lunch so I would not have to wait. As she was preparing our lease documents, I had many questions as the negative equity was still indicated. Kerri patiently and professionally worked with me until all my concerns were addressed.
We have enjoyed working with these two competent professionals. You have a great staff!
Sincerely,
Stephen & Cynthia Schommer
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Dear Management:
I would like to acknowledge and compliment your customer service staff on a recent problem I had with my 94 Acura Legend. I had purchased this car, new from your company in the fall of 94. I have always had great satisfaction in the car itself and favorable service from your staff, namely Tom Wall.
In late April I had brought my car in for the 60,000 mile service at about the 58,000 mark, subsequently I have had all my service done at your company. Shortly thereafter, I was rear-ended on I-90 and had dropped my car off at Eastside Auto Re-build on 5-13-98. The car was there for repairs until 5-20-98. I picked the car up that evening and noticed right away that my oil pressure light was flashing on and off. I stopped several times on the way home to look at the oil level, which appeared fine and was assured by a mechanic that this was not uncommon after a car has sat for a period of time. The problem persisted the next morning, so I brought the car into your shop.
I brought the problem to the attention of Mike Perry, the service manager. He immediately took control of the situation with the help of Keith and due to my busy day, had Dollar there with a rental car within 10 minutes. he then looked into the history of the car and had seen that I had been religious in the upkeep. At that point he assured me that he would look into the problem and that it would take several hours and that I was not to worry, "it would be taken care of".
This could have been a very serious problem with the engine and I was told, fortunate that the engine did not fail. Being in a service industry myself, I understand the importance of customer service and above all "accountability." I was overly impressed with Mike and his staff and the way this whole dilemma was handled. This has made my decision to purchase a car from your company feel better than it ever has. I look forward to sharing this experience with other people looking for a high end auto and who care about being taken care of! You certainly have won my loyalty as a customer and will make buying my next car an easy decision.
Sincerely,
Doug Darlington
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Dear Ms. Nelson,
We are writing to you today to express our deepest thanks to you and your staff (in particular Nicole McDonald) for the wonderful treatment that we received while buying our 1997 Honda Civic on the evening of May 4th at your establishment. After having spent three days at other dealerships and feeling exhausted after the treatment that we received from fast-talking salespeople, conducting our affairs with Nicole McDonald, London Agrawal and Debora Vincent was a much needed breath of fresh air. From the moment that we walked into your lobby we were made to feel at ease and were calmly shown the vehicles that met our needs and wants. We were also very impressed by the fact that everyone stayed on very late to make sure that we got the deal on our car that best suited us. Our faith in the car business has been restored through our dealings with your staff, and we greatly appreciate everything that was done for us. In the future we will make sure to refer our friends and family to your dealership when they are looking for new or used cars. Many thanks to you and to Nicole, London and Debora.
Kind regards,
Jesse J. Seales, TTT and Susanne L. Seales
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Dear Ms. Nelson,
We are writing this letter to make you aware of an incredible experience we have received from Kiet Huynh, service advisor, regarding our 1993 Acura Coupe.
To really understand how special Kiet is, you should know that his first class service began long before we brought the Acura in for a new engine. We purchased the car from Michael's Toyota in Bellevue on January 31, 1998. Immediately after the purchase, we had extensive problems with the car. Frustrated with the sales rep & manager at Michael's, we called Kiet to help with the diagnosis of problems, review options, etc.. Kiet was very professional and treated us so well- much better than where we had actually bought the car, and he wasn't making a dime! We ended up trusting that Michael's had corrected problems with the car's newly "rebuilt" engine and that with the extended warranty I'd purchased, we'd have no worries. Sadly less than 1 year later the car borke down, both the sales rep & manager are gone, the warranty is a scam and the truth about our purchase from Michael's was revealed.
Now comes the best part. We called Kiet up stuck on I-405, engine dead. He took care of everything. We were always informed of the status of the car, he secured a loaner, he went to bat for us against the warranty company... he's really given us hope that buying or performing maintenance on a car can be a positive experience. Both my wife and I work with the public extensively, and you can better believe that people of Kiet's integrity and follow-up are rare. Because of our experience with Kiet, we will tell our friends, co-workers, clients and anyone else of our experience. You are very lucky to have him.
Sincerely,
Eric & Lori Perrigo
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Dear Fred,
I just wanted to let you know how much I appreciated your effort to find just the right car for me. You made the whole process easy as you did the research and were very forthcoming with all the facts and figures which helped me to make a wise decision. When I took possession of the car, it was in fine shape as you had paid close attention to detail. It has been an honor to deal with a real gentleman.
I have always found Acura of Bellevue to be an attentive and interested dealership. You have helped to reinforce my established opinion and proved that my loyalty has been well placed. I look forward to a continued relationship.
Sincerely,
Catherine J. Heffron
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Dear Mr. Collier:
After responding to your Acura New Owner Survey, I am taking the time to write to you because my recent automobile purchase from Acura of Bellevue, Washington, was the most enjoyable sales experience I've had in fifteen years. The dealership's General Sales Manager, Frank Kelley, is a paragon. He truly provides what I would call legendary customer service. In an era when both the "customer" and "service" seem to have been forgotten by so many companies Mr. Kelley and his staff are exemplary. Please pass on my compliments to them.
Sincerely,
I. Thomas Sheppard, Ph.D.
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