Cisco Lugo
Cisco Lugo at Southern Acura Newport News

Cisco Lugo

Service Advisor

Southern Acura Newport News

12501 Jefferson Ave
Newport News, VA 23602

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4.9
365 Reviews
4.9

365 Reviews

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365 Reviews of Cisco Lugo

July 01, 2025

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Employee Rating

I am extremely disappointed with the service I received at the Acura dealership in Newport News. I brought my vehicle in for a routine state inspection, and not only did they fail it, but they also provide More

by Shetika Pope
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
No
Jul 01, 2025

Southern Acura Newport News responded

Dear Shetika, we have reviewed the video our technician took of your vehicle when it was here for the safety inspection, and we were able to watch him show the movement in the ball joint that failed your state inspection, as well as being able to see definitive proof of the need for the recommendations made during your visit. If you do not have the original copy of the video we sent you during your visit, we would be happy to provide you, and your second opinion source if desired, another copy. We want you to have peace of mind to know that our checks on your vehicle were completely above board, and we are confident that the technician's video will completely substantiate his recommendations. Southern Acura and the state of Virginia have a zero-tolerance policy when it comes to the Virginia State Inspection process, and we utilize the recorded video inspection process to safeguard not only you as a consumer, but us as a business - to prevent any misunderstandings. If you would like to contact us to discuss your visit any further, please call our Service Manager Brett Whitney, at 948-201-4106, or email at brett.whitney@drivingsouthern.com. Thank you in advance for working with us to rectify the situation.

Jul 01, 2025

Shetika Pope responded

Thanks for the response, but let’s be real—the video doesn’t show a damaged ball joint. It shows someone moving my wheel. No noise, no nothing. That’s not proof. I never needed to get any of the work you claimed was necessary for my car to pass inspection. And guess what? It passed with no issues when I took it somewhere else. So either you’re looking at the wrong video, or you’re trying to cover up a mistake. Maybe it was about meeting a quota. Maybe it’s because y’all have been asking if I want to sell my car. Either way, it wasn’t right. I’ve been a loyal customer, and this whole situation felt shady and unnecessary. A good leader knows when to admit a mistake. I didn’t deserve to be treated like that. Integrity and honesty matter—especially in this kind of business. Do better. —Shetika

Jul 01, 2025

Shetika Pope responded

Thank you for your apology. Your willingness to stand firmly on questionable business practices is remarkable. Prayerfully, there will be growth and improvement so others won’t have to endure the same treatment I did. God bless.

June 29, 2025

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Employee Rating

Excellent customer service Technicians are on time with work They keep me updated on status More

by donna.caniano
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes

Other Employees Tagged: Kevin Rafeek

June 29, 2025

Dealership Rating
Employee Rating

Great customer service. The service kept me up to date on the services that were performed. It was a great surprise that my car was washed. More

by melvinlrichardson
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes

Other Employees Tagged: Kevin Rafeek

June 28, 2025

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Employee Rating

During my visit to the dealership, I was pleased with the professionalism, communication, and commitment. More

by nikkibrax
Service Price Transparency
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Recommend Dealer
Yes

June 28, 2025

Dealership Rating
Employee Rating

Excellent service. The prices for oil change is expensive. Very satisfied with services price no More

by Germaineharris
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes

Other Employees Tagged: Kevin Rafeek

June 28, 2025

Dealership Rating
Employee Rating

Cisco was absolutely Amazing! His customer service and assistance is Great! Great assistance and reassurance about my service More

by selenapalmer
Service Price Transparency
Workmanship
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Service Communication
Recommend Dealer
Yes

Other Employees Tagged: Kevin Rafeek

June 28, 2025

Dealership Rating
Employee Rating

He always provide great customer service. I never have any complaints. I always go to him when getting my car serviced. More

by Cherie
Service Price Transparency
Workmanship
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Recommend Dealer
Yes

Other Employees Tagged: Kevin Rafeek

June 26, 2025

Dealership Rating
Employee Rating

The team at Southern Acura in Newport News offers exceptionally friendly service—welcoming, helpful, and genuinely customer-focused. They go out of their way to make the experience smooth and stress- More

by RyanRoscoe
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes

Other Employees Tagged: Kevin Rafeek

Jun 26, 2025

Southern Acura Newport News responded

Thank you for your kind response! We always appreciate hearing positive feedback about your coordination with our team. Have a fantastic day!

June 21, 2025

Dealership Rating
Employee Rating

Southern Acura Newport News, has some of the best customer service I have experienced in a long time. I will definitely continue getting work done here! More

by bburcher07
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes

Other Employees Tagged: Kevin Rafeek

Jun 25, 2025

Southern Acura Newport News responded

Thank you for your time and kind words! We appreciate your 5-star response and will be here for any needs you should have in the future. Have a wonderful day!

June 21, 2025

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Employee Rating

The service was good! I will be going back in the future. Have a nice day. More

by nphil005
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes

Other Employees Tagged: Kevin Rafeek

Jun 25, 2025

Southern Acura Newport News responded

We sincerely appreciate the time you have taken to provide us with such a fabulous evaluation. We look forward to seeing you again soon!

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