Best customer service we have ever encountered from a used car dealer.

My husband and I bought a used 2005 Acura MDX from Lougheed Acura in May, 2012. We thoroughly enjoyed the buying experience compared to other dealerships as our salesman, William Lau, listened to our needs and was very low pressure. The MDX we bought was originally sold by the same dealership and we were assured that all regular service and maintenance had been completed and on schedule. We were provided with copies of the service records that outlined all the work that had been done over the past 7+ years. We walked out of the dealership happy and confident in our purchase.

After two days of driving the vehicle the drive belt began squeaking. We brought the MDX back to the dealership. We worked out a deal in which we would pay for the new belt and the dealership would cover the cost of the labor. However, once we began diving into the details of the service work (because the service report stated the belt was replaced) we learned that some of the scheduled maintenance wasn’t carried out as recommended by Acura. Specifically, at 7 years the timing belt is supposed to be replaced and the water pump inspected. This was not done; however, the service report we were given upon purchasing the suggested it was done. At this point, we were becoming extremely frustrated because it was starting to feel like the vehicle we purchased wasn’t what we thought it was.

We got in contact with Patrice Croteau, the sales manager at Lougheed Acura. Patrice was phenomenal. We explained to him our issues and right away he said they would replace the timing belt and inspect the water pump on the dealerships dime. We had them replace the water pump just for peace of mind and they charged us just for the part. We were also having problems with the door locks and even though this wasn’t part of our issue with the service records, Lougheed Acura looked into this for us free of charge and determined that the door lock actuators needed to be replaced. The dealership called me back to inform of the issue and before I could even ask how much to replace the actuators Nicole, the service representative, told me that the dealership would take care of the cost of replacing them.

Lougheed Acura went above and beyond in customer service; not something you would expect from a car dealership. We will definitely be buying our next vehicle from them and strongly recommend them for your next purchase or service work.