Eddie Gutfeld - Candi
Eddie was a pleasure to work with. No pressure professional and great customer service. Made car purchasing a wonderful experience. EDDIE IS AWESOME !!!
Candi a happy Honda owner
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.
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.
You call this a SERVICE department??? - Judy Schmidt
Total lack of service! Starting with the check-in process, which was done with zero customer service skills. No feed back. I had to ask about everything. When I wanted some repainting on some scratches on my front bumper due to a curb, I was told my coverage I bought doesn't cover that and then he proceeded to tell me all the steps involved. I wasn't happy hearing my purchase of scratch coverage was a waste, basically. So, why did I purchase it? I had an oil change, a battery put in my key, and the recall was dealt with. No telephone call was made to tell me the car was ready. I was at a friend's house while I was waiting. I finally called them at 4:00 and was transferred to 4 different people, one of which was a recording and I had to call again! Once I got connected he told me the car was ready and could I return the next day so that a door gasket could be fixed.
I am going to a different Acura dealership. This is not the first time I've had issues with this dealership. I'm done with them!
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.
worst customer service ever - gizmo
I had purchase a 2017 RDX on 1/16/17 from Kivon Titus.As we we look at the car before I purchased it, my brother and fiancé notices some scratches and that after the detailing there were still bird poop on the car. He had told me that he would have the scratches butted out and that he would have the car red-tailed. I was going to leave the car for a couple of hours so that the could in stall my tow hitch and roof rails and rack. I paid cash for the car. They sent me home with a loaner as they installed my accessories. I came back in a couple of hours and my car was not washed properly and the 3 scratches were still there. I had to wait another hour for them to was my car and to buff the scratches. It was dark so when I got home i could see the2 scratches were still there. I called Kivon and he told me to bring it in and he would have it buffed again. He was not there, i talked to Jesus (service manager)So I did and they were only able to get out 1 of the 2 scratches. I continued to complain because I bought a brand new car, not a car with scratches. If I wanted a car with scratches i would have bought a used car. He said he was gonna talk to jesus again on what they could do. so I went home came back the next day so they could try and polish the car. Of course it did not work. They said they could take the door off and fix it that way. I thought that was crazy. I said fine compensate me with something for the car. I'm not trying to be difficult but I brand new car i expect it to be perfect. So after 2 weeks of getting the run around they said "no we can't do nothing. What happen to making your customer happy . I don't think my expectations were too high. I have bought brand new cars from honda, infinity and bmw and this is the worst i have ever been treated. The people there are heartless. There was not emotion involved on their part. Basically "Screw you" we got you money and thats all we want. They were not Sorry miss we can't accommodate you,or let me find away to make this better. I can't believe this car dealership would sell a car that wasn't perfect or to let a customer leave unhappy. I am more than upset and a ashamed to be driving around in an Acura. But now i'm stuff in this car for at least 4 years because i prepaid the services and they car is paid in full. Maybe Im ranting and raving because I'm 6 months pregnant, but I don't think anyone should be blown off like that with a major purchase.
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.
Lack of knowledge or customer service - WIlliam WIse
Came in looking for a new SUV because I am a single dad with 5 children. I found the lack of customer service apparent almost immediately. My questions were ignored. I was talked over. I was not listened to. The young salesman seemed completely disinterested in my business, which I eventually took elsewhere.
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)