Rallye Acura — Attraction in Town of North Hempstead

UPDATE - Terry, Stefanie and Chad responded and were able to get my car repaired in an expedited manner. Thank you! **

My service advisor at Rallye Acura was unprofessional, dishonest and provided no updates on the repair.

I brought my 2019 Acura RDX in for service. The brakes have been squealing during low speed braking. I was advised at one of my previous maintenance visits that there was a service bulletin that specifically addressed this issue and that it would be an easy fix.

When dropping off my car, the service advisor said that I needed to take a test drive with a technician to make sure they can replicate the squealing. I went on a test drive and the technician confirmed to the service advisor that he observed the low speed brake squealing.

The service advisor set me up with a loaner (Acura TLX) and told me they should be able to have the issue fixed the same day. He said there were no SUVs loaners available. I explained to Him that it's important that I get the car back the same day because I'm taking a trip the next day and the TLX will not be able to fit the two strollers I need to bring for my family.

I did not hear from the service advisor all day. At 4:45PM, I called him for an update. He said that they have not been able to look at my car, but they will do so first thing in the morning. I told him that I'm fine with waiting until tomorrow, provided they can fix the car first thing in the morning. He agreed.

I called the service center for an update the following day. To my surprise, the service advisor said that they won't be able to fix the brake squeal until the following week! When I reminded him that I can’t go on my trip in the loaner TLX, he said he will check with the technician to see what they can do.

The service advisor never got back to me. At 10AM I received a text message from him saying that my car is ready for pick up. I quickly drove to the service center. At the service center, the service advisor hurriedly handed the repair invoice papers to the receptionist desk and walked away. He said nothing and just walked away in a hurry.

I looked at the papers and it shockingly stated that "Diagnostic did not duplicate brake noise on road test." Confused, I went to the service advisor’s desk for clarification. The technician clearly confirmed that he heard the brakes squeal during the test drive when I dropped off the car. Why does the invoice now say they couldn't replicate the issue?

The service advisor insisted that they couldn't replicate the issue. I asked for another test drive. He agreed and invited the service center foreman to also join the test drive. During the test drive, all of us heard the brakes squeal. The foreman verbally confirmed to the service advisor that he observed the squeal and said that they should update the record to reflect this observation.

The service advisor said that I will need to bring the car back for another appointment to get the brake squeal fixed. They do not have another loaner car available for two weeks, so I have to wait until then to bring my car in.

This horrid experience has left an awful impression of Acura service. The issue was clearly replicated when dropping off the car, and despite the repair delay and zero update from the service advisor, the service center tried to say that they weren't able to replicate the brake squeal and did not do any repair. However, when we did another test drive, the issue was clearly there! To make things worse, the service advisor provided no transparency on the repair (or lack thereof). He just texted me saying the car is ready, and then handed some papers to the receptionist and rushed off without providing any explanation. I had to read the paper myself to find out that no repairs were performed. The service advisor provided customer service with utter lack of integrity and transparency.

As I had no choice but to schedule another appointment in two weeks. I hope my next experience at your service center will be a better one. I hope that my car will actually be repaired this time and in a...

I recently purchased an Acura from Rallye Acura, and while the car itself is great to an extent, my overall experience with the dealership has been a mixed bag.

Let's start with the positives: the car buying experience, while not exceptional, was satisfactory. However, there were a few hiccups along the way. Firstly, despite my specific request, the salesman failed to remove the Rallye logo from the rear trunk before delivery. This was eventually rectified during my first oil change visit, but it was an unnecessary hassle.

Furthermore, the vehicle appeared rushed during the detailing process. It was evident that the car hadn't been thoroughly cleaned, as traces of dirt from the lot were still present in the trunk area and doorsills. Additionally, upon closer inspection post-purchase, I noticed several scratches and dings that had gone unnoticed during the initial viewing, due to the vehicle's dirty state at the time. The frustration reached a new level when I brought up my concerns to a service advisor, only to be met with a disappointing response. Apparently, because the person I initially purchased the car from no longer worked at Rallye Acura, the advisor said there was nothing they could do. They suggested reaching out to the Pre-Owned Sales manager, but that avenue led to a dead end as well.

One major issue I've encountered is a vibration problem with the 4-cylinder TLX variants. Despite being a luxury brand, Acura seems to have overlooked this issue, which is disappointing considering Honda, its mainstream counterpart, doesn't have the same problem in vehicles like the Civic or Accord. This issue, experienced only after 20 thousand miles, is unacceptable for a luxury brand like Acura. Even more frustrating was the dismissive response I received from the service advisor, who attributed the vibration to "user perception."

The customer service experience at Rallye Acura has also been lackluster. Setting up appointments has been a nightmare, with the BDC team even sending me the wrong brand's link for scheduling. It's clear that attention to detail is sorely lacking within the Rallye auto group. The absence of follow-up calls or any personalized communication further reinforces the feeling of being just another number in their system rather than a valued client.

While the Acura itself is a fine vehicle, the dealership experience leaves much to be desired. Rallye Acura offers quality vehicles, but the overall customer experience falls short of expectations. Attention to detail, responsiveness to customer concerns, and a genuine sense of appreciation for clients are areas in need of...

Sales (Online): Previously leased from Rallye Acura, the leased vehicle was coming close to maturity and I inquired on their website for a similar car. Received a generic email, then a email from a "Internet Sales Consultant" which I responded to with the terms I was interested in and asked for a quote with total due at signing based on 0 cap cost reduction and taxes rolled into the monthly payment plus all the other relative information. What I got back was just continued generic emails from the same person and phone calls asking them to call them back to discuss the car. I won't take a quote via phone as there are a lot of variables like if the money factor is marked up etc. so I wanted it in writing, but they wouldn't send one. Finally I gave up after sending follow up emails and opted out of the emails, yet they still keep sending me emails which now going to spam.

Service:

We picked up a new car from another dealer a bit farther away as their price was the best for a car we liked. When driving we noticed the Blind Spot monitor wasn’t going on as often as the previous 16 that was returned, so we assumed something was wrong, checked the manual that all settings were on including the audible alert and light. We scheduled an appointment with Rallye, explained the issue and then asked to go for a ride with a tech. The tech was busy which is fine, but then the tech came after they went for a drive and said it was fine. They turned on the parking sensors which we turned off previously was the only noticeable change. Still noticed a difference from the 16 MDX called back and made another appointment, this time went for a ride with the tech and tried to explain the difference as the cars are closer before the blind spot light illuminates compared to the 16. They said without a fault code there is no issue which is fine and then stated the second day not the first that the way the blind spot sensors worked had changed from the 16 to 19 model year. To confirm it wasn’t just our car we asked to drive a demo 19 to confirm it just had changed for the 19 model year to which they said they were busy which was understandable. But when we asked if we could schedule the test drive then for a date that works for them, they told us to go back to our original selling dealer if we wanted to do that and made it seem as if we were wasting their time as they didn’t sell the car. Both times though we called ahead to make an appointment and didn’t just suddenly show up and ask to be helped. We will be taking our...