Continental Acura / Naperville, Illinois

Rating: ★★★★

New Car Dealers

Address: 2275 Aurora Ave, Naperville

Postal code: 60540

Phone: (866) 595-6470

I needed to get my 2004 MDX detailed so I decided to take it to Continental Acura to have it done so I knew it would be done right. Wow, was I wrong! I dropped off my vehicle on Dec 1, 2011 and went to pick it up on Dec 3, 2011. When I got into my vehicle I looked to my right and my passenger seat bottom had 2 huge tears/rips in it. I immediately got out of my MDX and went to the cashier. I was shaking and expla... view moreined they were not there when I dropped it off. She really did not know what to do so I asked for the manager. Henry, the Sales Manager came out and assessed the damage. He told me to stay in the loaner and to talk with Darren, the Service Manager, on Monday and he would take care of it to not worry. Henry told me that he is leaving a note for Darren to call me first thing on Monday. I started getting anxious when it was almost 11 AM on Monday and I had not heard from Darren. I called Darren and he said they are not fixing the seats as they were like that when it came in. I told him that is amazing because I had 7 people in my car the day before it was dropped off that saw the seats and they were not like that. I then said I would file a claim, he stated I should and I told him not with my insurance company but with theirs. The vehicle was in their care, custody, and control and they should be held liable. He then said that he wants his car back and to come pick mine up. I was fuming at this point. I took a coworker with me to pick up the MDX that saw the vehicle the day prior and had been in the vehicle many times. We arrived and they tried to actually make me pay for the services when they had ripped/tore my leather seats. I told Darren I am not paying because I am worse off now than what I was before I dropped off the vehicle. He stated the vehicle looked better. I could not believe what I was hearing. I said I refuse to pay, he stated he would call the police. I was in disbelief; we own 2 Acuras that are both serviced there. Why would I try to state this happened this time as opposed to the many other times I was in there? It makes no sense. I was done with Darren; I asked to speak with the GM. Tony, the GM came out and looked at the seats, waived the bill and then said he would call around and see if he can get other seats to swap from another MDX. He said well, it is a 2004 so the seats are just worn. Once again, my seats were not torn when I went in. There was one small snag in my seat that I showed him and stated it was there before I dropped the vehicle off. Why would I be forth coming about that but not the other huge tears...it makes no sense. I told him I will give him until Friday to get the seats. He promised he would call me later that day and let me know what he was going to do. He did and he said he is currently looking for more seats and appreciated me giving him until Friday. He stated on Friday he will call me. I never got a call. On Tuesday the following week I was sick of dealing with Continental. I called Sentry, their insurance company. Darren had set up a claim and told Sentry they were not paying. The adjuster told me immediately without even seeing pictures or talking to any of my 7 witnesses that they will not be paying a dime on this claim. I have not heard from Continental since and it is now Dec 31. My seats are still torn. I went to McGrath Acura today with my other Acura to get an oil change and told the service advisor and he said he wants to see the seats and will try to help out. I have also sent a letter about my experience to the CFO of Continental and never received a response. I have now filed a BBB complaint, a Department of Insurance complaint on Sentry, and a complaint with Acura. Take pictures of your vehicle before you take it in for service because they will never admit to doing any damage to your vehicle. I learned the hard way.

nicolevp / 12/32/2011

Having owned Acura`s for 5 years now I already know and understand the value that the brand delivers. My Wife drives an MDX (her 3rd) and I have previously owned a 6MT TSX and a TL-Base. The end of the 2011 TL Model year brought with it a ""too good to refuse"" 0.9% Finance offer. I hastily typed up an email to my good friends (Salesmen is simply not the right description) Tom Trulis and Harry Nesbit at Continental A... view morecura and expressed my interest in a 2011 SH-AWD TL. There was a caveat, I had to economically exit my 14month lease on the base TL. A true testament to the powerful residual value of the Acura brand, I was able to do this for a few hundred bucks. Knowing that the 1st hurdle was crossed, Tom and Harry set out to find me the perfect car, which they did very expediently through a dealer trade. Less than 72 hours after seeing the 0.9% finance offer in my email I was grinning from ear-to-ear driving a stunning Black over Taupe TL SH-AWD off the lot. All-in-all another fantastic buying experience and another fantastic Acura, the best yet. I cannot praise Tom and Harry enough for the professional and personal manner in which they have worked with me and my friends and colleagues whom I have referred.

TonyM Naper / 5/10/2011

I had the exact same experience as lawnmanbpd did with Greg and Sharon. I had all the information I needed before my wife and I walked into the dealership. We were trading in our 2001 Tahoe for a Mazda 3, I needed a car that was better on gas. I was trying to break even with having a gas guzzler or a car payment. If I could buy a newer car that was better on gas and keep the money going out of the budget relatively t... view morehe same was my goal. After initially seeing the numbers on both my trade value and the cost of the car I was interested in I has resigned to the fact that I would be driving my Tahoe out of the dealership that night. Greg asked me where I needed to be. Typical question from a car dealer right? I told him exactly where I needed to be - I figured what the hell. I got nothing to lose. In the same breathe I thanked him for his time. Greg asked me if he wanted me to try and talk to his manager. OK - anyone whose ever bought a car knows this routine. Good cop. Bad cop. I told Greg that he had one shot at it. I didn`t want the ""let me go talk to manager"" back and forth banter to go on all afternoon. I have kids ages 7, 6 and 3, so my time and sanity is based on getting things done quickly. Greg took me serious. He came back with the bottom line deal, if we couldn`t make it happen with the numbers he brought back it wasn`t going to happen. The numbers presented were fair and fit my budget.

Greg, Sharon and Jerry (Finance Mgr) exceeded our expectations in every way possible. They explained the entire process and made us feel like we were purchasing a new Acura, instead of a used Mazda. They hit a homerun with us and we will definitely be visiting this dealership in the future.

jackson1615 / 3/7/2011

Just leased a 2011 MDX Tech from Greg Pew and Sharon MacDonald at Continental. They were both awesome ! We had pretty much everything worked out via email before I even stepped foot in the dealership. The staff was friendly and knowledgeable, and Greg has been very responsive in answering any questions I have had since delivery. I owned a 2008 VW Touareg prior to this and the MDX is far superior to the Touareg! I hi... view moreghly recommend Continental Acura.

lawmanbpd / 12/22/2010

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