Could not have been more pleased. - MDX4Lois
My story starts about 4 years ago when I was looking to purchase a slightly used MDX. I live in Sonoma County and looked at vehicles locally and in Marin. I went back and forth ultimately purchasing elsewhere. Fast forward to: time to upgrade. Again with the back and forth I knew by their customer service that marin Acura was for me. They not only had more CPO inventory than other Acura dealers in the bay area but they go the above and beyond for their customers.
I sold my 2011 MDX to a private party faster than anticipated and was kind of screwed to go look at cars. I thought I would stay local because I can always Uber my way there and back but having a horrible experience with the local dealership/service department and the forceful sales tactics I did not want to give them my business again. I had been talking with Eddie Guttfeld on the phone and through email for a few months. Never once was he intrusive or forced strong sales tactics on me. When I saw a newer used car online I contacted Eddie and he said that it already had interest. He offered in a very sincere way to drive up to Healdsburg to pick me up to look at cars and they offered to drive me home if I did not make a decision. WOW and all this happened at rush hour. Customer service is not always in the forefront of most dealerships anymore yet at Marin Acura it was very prominent. I drove several cars and decided on the one that suit me best. There was no forceful negotiations and not one person said "oh you should take that one" the decision I made was ALL mine. I was pleased with the finance department and seeing Edmond Kim as he was the sales person I dealt with 4 years ago and wished I had gone with. When I made my decision and all the mountain of paperwork was complete the manager came out to congratualte me and I realized that he was the manager at the location where I purchased my previous MDX. Now that explains why the service has declined at that location! What a great move for Greg and Marin Acura.
Thank you to all of you who made this the best car shopping experience ever! I love my 2016 MDX !!
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.
Terrible used car purchase and experience. - theis4life
Had a terrible experience at this dealership. I purchased a used Audi s4 with 48k miles. When I arrived to the dealer my sales guy hong was too busy to help so he had a random guy from the parts department help me. The car was in mediocre condition for having such low mileage. The dealer agreed to replace the tires and take a huge dent out. When I test drove the car the service light was on and they told me they couldn't turn it off which was a little alarming. I brought the car back 2 days later to get the tires fixed and the dent taken out and they curved my rim really bad during the process and tried giving me the car back. I said they needed to fix it and was pretty upset. I reported a really bad vibration in the rear end of the car and said it wasn't normal. The used car manager tried to tell me it was normal. I took the car in the next day for a full inspection. Turns out the car wasn't in the shape they described.
1. Motor mounts were broken
2. Car was completely out of alignment
3 rear tires were worn down from cupping. Used car manager told me they were new tires when they weren't.
4. 3 out of the 4 rims were bent
5. Sun roof didn't work properly.
The used car manager had the car sent away to get the rims redone and called me and told me there was a suspension issue. I picked up the car yesterday after it being in the shop for 2 weeks. They couldn't provide me any paperwork on what had been fixed or replaced. They told me they couldn't detail the car and left dry wax all over it and also they don't give you a full tank of gas when you purchase the car if it's a used car. My advice to you consumers. Don't buy a used car from this place until you have it fully inspected first. They are quick to tell you how great the car is but take it from me this was a terrible experience. I wouldn't recommend this place to anyone. The Manger needs to retrain his staff on customer service.
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.
Quick and on the go... - Yuisaego09@$
I got my car back in December 2016. Walk in, wait about ten minutes then go with a sale rep. Then told him what we want and got the paper work done. Smooth as sailing. I recommend them. My rep was Scott and he was straight to the point. I was treat like sh$t t Acura in Modesto, ca. Compared them I have to said this was great service and no complaints but complements only.
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.
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)