The experience detailed below would alone have me returning to Gunn for future services, but the…read moreinitiative, extra effort and great coordination by Brandon P. will have me sending friends & family, even strangers to Gunn Acura first & to ask for Brandon P. for their service needs.
I've kept up regular maintenance and the dealership services Gunn Acura performed on the vehicle make it a still great experience to drive daily. But when I do decide to buy again I will look at Gunn Acura first, their service department & their staff have made a lasting experience on me, time & time again & have stepped up when another dealership failed to. Brandon P. was my main point-of-contact and he is supported by a team of employees at Gunn that I interacted with and I'd like to recognize, the service desk women & men staff who at different times greeted me as I drove in to the service drop-off area & made sure I was being helped, the older gentlemen who replenished the snacks & drinks at the waiting areas & maintained the restroom vanities; all were a part of a positive experience.
The service dept. performed the work anyone should expect when they take their car in for warranty repair/or after warranty repair to any repair shop, even more I would think from the car manufacturer's dealership.
About the service, I received the services I requested and paid for the parts/install (windshield, not a warranty item).
On my own I had recently performed an oil change, cabin air filter replacement, tire rotation & battery replacement, so when those services did not show up in the Vehicle Multi-Point Inspection as work needing to be performed, I was confident that the recommended services identified in the inspections would soon be needed and not just a checklist of added services, my car was truly evaluated by the technicians and only items needing attention were noted.
I opted for 1 of 3 recommended services noted in the Vehicle's Multi-Point Inspection and was thoroughly explained all findings with no pressure to say yesterday at any time.
Through the whole process I was kept informed of progress and was sent photo updates of work performed.
The work took a few days & I had expected and was told that as well, so it was OK with me. I wanted my OEM windshield's adhesive to set properly and have time to seal well, even though I've seen many other cars drive around town immediately once their windshields get replaced with blue tape keeping it in-place. I wanted to give the service dept. enough time to get parts and service the vehicle without rushing the mechanics/technicians. The car was returned to me looking better than it had when I dropped it off and the new windshield looked great.
Service department Facilitator/Concierge (Brandon P.) provided an exceptional customer experience to myself and my 2023 Acura MDX SH-AWD. From the moment I requested service for a broken windshield w/ HUD, Brandon coordinated with the (other Acura) dealership that sold us the car, insurance and windshield policy, all the while keeping me informed of cost, insurance approvals (coverage), and our OOP. Along with the windshield, we came in to service/fix other issues we were experiencing w/ the infotainment system, a door seal and other small inconveniences you could expect from a 3-yr old car.
This is the second time I've brought my car to Gunn Acura for service. Both times I've received the same exceptional service and welcoming demeanor to understand the car's issues and providing remedies.
Unlike the dealership where I originally bought the vehicle (300 miles away), they have repeatedly disregarded and failed to return calls for the issues/concerns I've notified them about. A complete about-face compared to when I sat at the finance officer's desk and they were selling me the car, extended policies, and more; promising I wouldn't have to worry about the car because they would take care and service it; lesson learned on my part, I was the fool who wanted to believe the dealership would stand behind the product. I do hear from them time & time again offering to "give me a good trade-in price on my Acura if I'd like to come in."
-Alicia S.
