New car - Kellyp
Decided to purchase an RDX and Marin had the year and color I wanted. Fernando assisted me and made it a pleasant experience; would work with him again. The Price was fair, but think they could have done a little better considering it was a 2016 and was way in the back of the back lot. I have purchased a lot of cars over the best and other than going thru Fleet, this was probably the second best experience I have.
Great Customer Service and Pricing ! - Rsy
Acura Serramonte has great customer service. You can see see Awesome Teamwork in Play. The Sales Manager also offered (without us asking yet) how to save more $$. I hate Car Buying in general. But Acura Serramonte made the Car Buying Experience Painless and I felt Good overall. Note that I did not have this same good experience at other Acura Dealerships such as Hopkins Acura where I got my 1st Acura to start with. Big Difference in Customer Service and Pricing between Hopkins in Redwood City vs Serramonte. I highly Recommend going to Acura Serramonte. Make you Life Easier.
No Hassel - Jaime
I had no idea I would drive out that day with my 2017 MDX advanced package. I was just going to "test drive" with help from Christine. She was friendly, knowledgable and no pressure. Communication was and is great... I texted her I need a new windshield when it wasn't 2 weeks old.. She immediately replied. I would highly suggest Christine my car buying experience was just what I wanted it to be.
great experience with used RDX purchase - aaronm
I recently bought a certified 2014 Acura RDX through Philippe and had a really good experience with the test drive and paperwork the following day, including a painless closing with the Finance Manager (Michael). The car was well prepared with a minor tire leak promptly fixed. Philippe was very helpful and responsive. Overall a very stress-free experience.
excellent - carter,p
I have been coming to Los Gatos Acura for my RDX 2007 for many years and almost 170K miles
I have always had excellent service. The staff are always professional,helpful and my car has been in amazing condition without any problems. ,except very minor tune-ups. I highly recommend them. I feel like they are almost family.
Bad experience with RLX - DPR
2014 Acura RLX, with advanced package, purchased 3/14 at Pleasanton Acura
• On going electrical, entertainment system, fit and finish, suspension, electronics, backup camera, accessory issues:
• 13 visits to dealer on car issues
• 18 days the car was at the dealers for repairs
• 4 immediate returns to the dealer due to repairs incorrect or not complete
• 4 sessions working with dealer service personnel to show them how to debug issues; DTS audio, USB file interface, battery cell failure, internal recirculating fan
• 2 wheels bent due to road damage
• 0 time I have had wheel damage due to road damage on other vehicles
• 1 factory wheel cost covered cost for 4 new wheels and tires in aftermarket
• >40 hours, amount of time spent dealing with car problems
• 1 safety issue, video recorded, which Acura says they will not fix
• 4 videos recorded to show problems to service personnel because their first response is customer did something wrong
• 14 weeks to get request to Acura customer service denied
• 12 times I tried contacting Acura customer service
• 3 times Acura customer service contacted me
• 1 time Acura customer service told dealer not to talk to me
• 10 emails to dealership and Acura management
• 0 responses to email
• 1 commute car purchased as I am worried RLX cannot stand up to commute and warranty is almost over
Engine, LED headlamps, Sound quality are fantastic. Car has low resale value as my experience does not appear to be unique. So I have to chalk this up to a very expensive lesson. While the car is disappointing the response of the dealership and Acura/Honda customer service was more disappointing. Acura buyer beware. You are welcome to contact me and I can share the details of my experience and point you at my files and the videos of the problems I have had.
Service is below par and over priced - Cargirl
Took in my NSX for noise at the base of the steering column that turned out to be a simple loose part--$209 min per/hr. They then tried scare tactics to UPSELL every other service and did not offer to use the extra time from that to complete the other services. Asked for follow up and nothing. Would probably not go back for routine work like oil change, battery, tires... as they priced themselves out of condsideration.
Avoid this dealership! Deceptive financing practice - ppaz98
What started as a visit to test drive the TLX ended with closing a lease deal for a 2017 TLX with Tim Tyler that finished with signing documents past their dealership hours at 8:30 PM. At that hour I was only interested in the final price for the car and the monthly payments which were acceptable. My wife and I signed and initialed the docs and would read the details after we left during dinner. I let my guard down and trusted that the pertinent details would be described by Zarif Saeed the finance director as we signed each document. Only while eating dinner at a nearby restaurant did I see that a $2000, 2yr optional service agreement had been added and texted Tim Tyler immediately who responded that he would instruct Mr Saeed to remove that and we can re-sign the documents when we return to pick up the car. However I stewed all night about the non-disclosure of the $2000 service agreement and after listening to my recording of the 20+ min conversation with Zarif, it is clear he intentionally omitted describing this big item while he spent some time describing the discounted oil change program, the $750 incentive, and “free” excess wear and tear addendum. He even took the time to point out the tax and doc processing charge but somehow left out the $2000 service contract with the line he had asked me to initial??? How convenient of him. So I felt very deceived after reading the contract during dinner and eventually just pissed off all night for being duped. I set an ultimatum that now I want them to not just remove the service agreement but also knock down the sales price another $2000 so they'll know what it will feel like to give up $2000. At least I was transparent with me taking $2000 out of their pockets.
The following day Tim set up a phone call with the GM Mark Dowling to discuss the situation. My conversation with Mark Dowling the dealership GM was cordial and he apologized for the "misunderstanding". In his 15+ years with the dealership, he apparently has not encountered such a complaint. I was told I should have received a copy of that signed service agreement but conveniently that was also not included the packet. Mr. Dowling's claim and the absence of that service contract only confirmed that this dealership cannot be trusted and clearly do not know how to nurture the customer loyalty. Needless to say, I instructed them to void the contract due to deceptive finance practice. I fully accept the need for profit but not ever through deception.
It's unfortunate that Tim Tyler who is a straightforward, no-nonsense client advisor is working for such a dishonest dealership. We told him what we were looking for, he delivered in a clear and timely manner, and we were happy to get the car a couple of weeks earlier than planned. But unfortunately, as the process escalated thru finance and finally to management, the true colors of Concord Acura emerged. AVOID this dealership! I went to Acura Marin the next day and got our TLX and I will be writing their praises.
Worst customer service reviewed - Not4acuraoffremont
Poor after sale customer service. Finance department failed to notify customer in timely manner about their financial obligations to customer. Instead of Acura finance sept, the customer has to initiate and ask questions instead of them advising customer of status of traded-in car account.
Very inflexible about addressing their failure. Always putting the burden to customer- probably because they got already what they want- the sale. According to Josef they don't even care about this bad review because they can delete it anyway.
Just be careful when dealing with this dealership. If you don't want any headache after sales go somewhere else.
My cousin wanted to bring her Acura RL in for a new... - stealership
My cousin wanted to bring her Acura RL in for a new radiator. A rock had punctured the original radiator and started a small leak. They wanted to charge me for a new radiator plus installation , but they also wanted to charge her for a coolant flush as well. I was a bit confused that coolant was not included with her radiator installation. This was almost $150 dollars more. I told her to call a few other dealerships to see what they charged. Two other dealerships said there must be a mistake, and that the coolant is included with the installation. She called Mike Harvey Acura back, and Steve insisted that she purcahse the coolant fush in addition to the installation. She ended up taking the car to Hopkins Acura. They only charged her for the new radiator plus installation. Why are they such crooks? This is where the phrase Stealerships came from. They want to take advantage of people do not know any better and who rely on them for their expertise. Honest people purchase their vehicles from Mike Harvey and expect to have all of their maintainance performed there. They make money on both ends, but it is not enough. They have to cheat their way to better profits. I am going to report this shady practice to Honda. I do not recomend this Stealership to anybody. They are very dishonest. Call them up and ask for a brake job and I bet they will also charge for a brake fluid flush. Change your transmission and they will charge you for a trnasmission flush as well. Do not trust them!
I'm on my forth Acura & have owned several Honda's as... - erdiggs
I'm on my forth Acura & have owned several Honda's as well.
I have alway experienced polite,courteous professional service from Okland Acura.
Phil Peterson has been the Service manager for the dealership for the past 20 + years & as the employees change the quality of service does not.
Are they cheapest service for your Acura?..probally not,but I always feel they are treating me honestly & fairly.
They will suggest items in need of future repair,but have even told me I didnt need to due a certain maintainace until my next visit or the following.
I trust these guys(& gals)