Acura of Milford

I made an appointment over the phone to look at a specific car, they said they’d hold it, and I drove and hour, with my 18 month old and wife to buy the car, and when I get there they said they sold specific car, they said they’d hold it, and I drove and hour, with my 18 month old and wife to buy the car, and when I get there they said they sold it that day. There was only 17 hours from when I made the appointment to when I drove up there. A phone call would have been nice. But the staff was nice More

I leased and bought two Acuras from this dealership between 1992 and 2006. The customer experience was very pleasurable, as was the service department. I came back in 2018 when the new RDX was released between 1992 and 2006. The customer experience was very pleasurable, as was the service department. I came back in 2018 when the new RDX was released. Sales and service had changed, but it was still “on the money”, and I really liked the car. I liked it so much that I leased another RDX at the end of my lease. Since then, however, while the sales experience was great, vehicle service has left a whole lot to be desired. For example, the only people who have ever worked on either of the RDXs I’ve had have been these folks. A few months back I had a slow leak. I figured I d just go to Town Fair Tire to fix it. They couldn’t, because the lug nut had been put on crooked, and the lug would be stripped. I took it to the service department, they changed the tire and sent me on my way. A few weeks later, I washed my car by hand and discovered I had only 4 of 5 lug nuts on the wheel. They’d sent me out like that without telling me. They fixed it and apologized. I next brought the vehicle for regular service on August3, 2023. I was told that I needed a brake fluid and differential flush, in addition to an oil change. Usually the tires would also be rotated. I asked them to check out a slow leak. I’d been told it would be 90 minutes. About two and a half hours later, I was wondering where my car was. They’re “working on it” I was told. Then they said they couldn’t fix the tire and I’d have to buy another. I said “okay”, of course. Then I’m told it’s not in stock, but would be there the next day. It wasn’t. I asked for a call when it was in stock. That call never came by the middle of the next week. I called and asked to have the service tech call me. He never did. I called and was finally able to get my tire replaced EIGHT DAYS after I started. And my tires never got rotated. I checked my service invoice from the previous week, and it noted several “recommended” service items which had been “refused” - except they were never even mentioned to me. Frankly, this service department went from one I’d consider “premier” to a very awful experience. I very well may take my vehicle service business to another local Acura dealership. After all it can’t be any worse than these guys. At least I hope not. More

Got my oil changed yesterday. On my way home, the bottom part of the car started dragging on the ground. They forgot to put the bolts in. I immediately called the dealership. I w On my way home, the bottom part of the car started dragging on the ground. They forgot to put the bolts in. I immediately called the dealership. I was afraid to drive the car all the way back but they told me I had no choice. They told me to try and secure it with something so I used a piece of Velcro. I went back to the dealership today. Liza and Joe were in the service area. Liza blamed me. She said her service techs would never forget to put the bolts back in. She said I must’ve hit something! And then she questioned what the Velcro was. I try to explain again and again but she got louder and louder. She was absolutely unprofessional and rude. Instead of taking accountability and measures to make sure the service tech who did this was aware of his mistakes in order to ensure it doesn’t happen again to me or anyone else, she chose to criticize and blame the client. I tried speaking to the general manager. He merely said I wouldn’t be responsible and nothing was wrong with the undercarriage even though it was dragging on the ground. I asked for something in writing stating that it was their service tax who forgot to put the bolts in. I still haven’t received a response. I could not believe their service manager, Liza, would actually blame me saying they would never do some thing like that. When I called them 10 minutes after it happened because I was scared to drive my car. I purchased the extended warranty when I leased my car so I could get my oil changes at the dealership. I’m afraid to have them service my car again. Not only did this happen once but it’s bound to happen again especially since the dealership did nothing to address the situation internally. Any business who can’t take accountability for their mistakes and choose to blame the client and not even taken to count what actually happened. That’s a bad business. Liza wouldn’t even listen to me. She kept yelling and talking over me. It was absolutely the most unprofessional business dealings I have ever had. Time to find another dealer !! More

I wrote the following to the general manager yesterday. No response as of yet. Hoping it does not get ignored... New customer here. Brought in my 2021 RDX for the first A1 service today. I have a few No response as of yet. Hoping it does not get ignored... New customer here. Brought in my 2021 RDX for the first A1 service today. I have a few questions that maybe you can clarify for me. - is synthetic oil the default oil used for oil changes or does the customer have a choice on synthetic vs regular weight oil? - I asked the tech who checked me in if they will fill tires to the recommended air pressure. He said yes. At the end of service, I asked if this was done...I was told yes. However, when I drove my car home (>10 miles), it still reads as 29 - 30 psi for all 4 tires. I was under the impression these were to be inflated to 35psi as stated on the inspection sheet? - when my service was completed, the car was brought to the bay...however no one came to me to tell me it was done. After 10-15 minutes I went into the bay and asked receptionist if it was ready to go. She said yes and she would finish the paperwork and check me out. Please note there were no other vehicles in the bay either coming in or being released. Disappointed that the staff was not concerned about customer wait time. My original check in person was nowhere to be found. - no tire rotation was done as part of A1 service...although I realize this is "if needed", but I did think best practices were to rotate tires for each oil change? I understand we are dealing with reduced staff and challenges working in this pandemic environment. I also know that Acura is considered a high quality vehicle with a good reputation...especially in the RDX class. I wanted you to be aware of my experience and to use this feedback to better your service experience for returning customers. More

I am still in the process of buying a vehicle from this I am still in the process of buying a vehicle from this dealership and although I am hoping that the vehicle is better than the customer service, I w I am still in the process of buying a vehicle from this dealership and although I am hoping that the vehicle is better than the customer service, I will be consulting with my lawyer on their practices of discrimination against first-time buyers from a different cultural and language background. Omar Hamed, Craig Rich, and John Elmazi use every dirty trick an incompetent salesperson/team could use: I saw a car I liked on the web, called them and asked to see this specific vehicle. Craig stated that the vehicle was available and promised to show it to us when we would get there in a half an hour. We were the only customers when we arrived. He greeted us nicely and offered to get into a vehicle that we thought we discussed on the phone. After a test drive and discussing some technical points that obviously needed to be fixed, we were shown the paperwork for the car. It turned out to be a different car with a higher price tag! Craig conveniently failed to mention it until we were processing the paperwork!!!! When questioned about it, he claimed that the car we originally came to see was in a much poorer condition. As we insisted to see it anyway, his story changed to it already being sold. He then worked with John to convince us to get this vehicle. They promised a discount of about $800 and fixing every obvious and not so obvious technical issue with the car. We have asked for a print-out of it’s specifications and service report several times and watched Craig act like a kindergartner, turning to the printer, returning with empty hands and “forgetting” the sheets or beginning to talk about something completely different. Blatant disregard for the customer request or genuine incompetence in a simple clerical task!? He then promised to e-Mail everything to us - not a word for 4 days and counting! Omar then spent almost an hour trying to sell us an extended warranty we kept refusing and just kept giving us paperwork to sign so quickly without a pause for us to have a clear understanding. This is how the “discount” was scammed back into the price of the car: we were sold a “surface glass” coverage by promises that the $795 they took for it would cover the repairs before the vehicle left the dealership. It turns out that this coverage was only for future “coffee” stains and minor scratches on the surface! When we came to pick up the car, Craig was nowhere to be found and the car interior wasn’t even cleaned!!! John took a position of solving the “issues” and his approach included denying that any of the promises were made and now the car was “being sold as is”. The worst part was being treated as if we did something wrong. When we demanded the paperwork and some verification of proper functioning of technical and safety features, we were either dismissed, being told we had already signed some kind of a sheet acknowledging it (which we had not!), and then threatened to cancel the whole deal and not wanting to sell the car to us! We ended up driving away with dealership plates and no explanation of any further steps. None of them took responsibility for their words, actions or promises. Instead of honesty and transparency we were promised, we got openly humiliated just because we asked for proper paperwork, proof and explanation and our English was not perfect. Scammers, cheaters, and liers way beyond your “typical” used-car salesmen! Is this what you call a reputable dealership? More

Few years back I purchased a car from Acura Of Milford with the promise of getting oil change for life, well well .... today 07-08-2020 I came to get my oil change and they had removed the note from the s with the promise of getting oil change for life, well well .... today 07-08-2020 I came to get my oil change and they had removed the note from the system about my complementary oil change, the manager came out to me and said that they will honor this oil change as the last time only because I’m coming from far (new London), the manager said life oil change means only until 100k miles, my car has like a little over 90k mikes, what a stupid reason, they think that I’m stupid probably because I’m an individual with accent, this place makes promises to you in order for you to buy a car from them, and then they will NOT honor them, they are scammers, watch out people, I’m going to my lawyer with this case, It is written in the paper work/contract (complementary oil change for life) it’s unprofessional what they did to me More

2017 Acura RDX I took my car here on 05/26/2020 I had it towed for an issue with the car trying to start itself in my garage. My panic alarm kept going off on it' I took my car here on 05/26/2020 I had it towed for an issue with the car trying to start itself in my garage. My panic alarm kept going off on it's own mind you this has been happening since March !! I have brought it to them 3 times already they kept the car for 3 days the 1st time with no communication back and forth.. just we cleared the codes it's all set ! this time I had video of what my car was doing and cleary there is something electrial happening with the car. this time 4 days with my car no calls no nothing not even asking if I needed a car ! I was dealing with Paul who sounded like he was stressed out and came to tell me that thier scanners were down since Tuesday !! ummm isn;t this something that you should have told me so that i could have made other arrangements for the next 4 days ! long story short they text me at 230pm Thursday let me know it was the battery terminals they adjusted car is all set !! same thing they did last time ! I bought my car here and I have never had this type of experiance with them ever !!! I will not be bringing my car back here for anything at all ! you need to train your guys to communicate with customers !!! More

Awful I originally went in excited for my purchase, Just like any other buyer. I was originally in a Toyota i was not happy with, and stuck with for years. I originally went in excited for my purchase, Just like any other buyer. I was originally in a Toyota i was not happy with, and stuck with for years. So the thought of finally getting into something i enjoyed riding in, had me excited- not only for me, but my daughter as well. I originally dealt with Ernie(Salesman) who was great, but he had an emergency and in the middle of us going through my options etc i was switched over and contacted by Craig, who was fantastic... The problem occurred when i was sent home in the car i chose. I left the dealer with dealership plates still on my car. Throughout this time i realized how rough the car was driving, the strong cigarette odor that wouldn't leave even when i was told it would after the car had gotten a detail at dealership- so i decided to give this car the benefit of the doubt. When my 10 year old daughter began getting in the car and complaining about this odor even after i tried everything to remove it, it just became frustrating. Then i realized the backup camera was so blurry at night, it was inaccessible. I called in, and made an appointment right away. I was certain it'd be fixed at no extra cost to me, because i was informed by ACURA Manager Omar Hamed, that anything wrong with car between 30-60 days it'd be taken care of. After having brought car in. and waited over an hour, i was informed i'd be paying $300 out of pocket for this issue. I left Acura initially trusting in their word, just to come back to the realization that i was lied to. I left, and realized i overall wasn't happy with my purchase, and wanted to be in a much better functioning car for not only i, but my daughter. I went back that night to speak with Omar the Business manager, and he refused to see me. He left as i was in an office waiting for him to discuss my concerns. Be mindful, this was during business hours, and about an hour before closing time. I insisted on returning this car, but i was told by salesman i no longer had that option. I came back the following day, and spoke with John Dembeck who's the general manager. He insisted he was not going to take the car back, and told me he had the option to, but simply wasn't going to because -in better words, the money being received by the transaction was far more valuable than truly looking out for his customers best interest. He told me i had to wait for Omar Hamed to get back in so he can provide me with the copies of the registration forms i had signed...After waiting almost an hour, Mr.Hamed walks in through the entrance the door, walks right by me with his Starbucks coffee, as i'm sitting in the showroom waiting on him precisely... He then sends over my salesman to hand me over ONE piece of sheet. I asked for the rest of it, and so my salesman went back, and Omar sent over a different Salesman to rudely dismiss me. No courtesy whatsoever by this business manager, no regard, no respect. I then decided to have the vehicle checked out, and was told it had structural damage. I have attached a picture so you can see the quality of the vehicles Jon Lorensons Acura of Milford is selling. I have been to dealerships before, and have never encountered experiences like this one with managers from the company. I was disgusted with the treatment, the lack of consideration, and lack of empathy by both John Dembeck, and Omar Hamed. My sister was planning on getting a car from this place, but i have advised her to go elsewhere. I will never recommend this place to anyone-Especially with children. A place who is only concerned with money, is not a place people want to do business with. The salesman are amazing, but the actual managers are awful. One more thing, on Acuras website it shows they offer a 10-day exchange policy. I wonder why this option was not presented to me. Which explains their efforts at helping me at all. More

I am new to the Acura family and have taken my car to I am new to the Acura family and have taken my car to Milford Acura for service twice and had great experiences with the service department. My fi I am new to the Acura family and have taken my car to Milford Acura for service twice and had great experiences with the service department. My first experience was when my alternator went and Justin the Service Manger said it would be a few hours before they would be able to get to my car and had offered me a ride back to my home which was about 10 minutes from the dealership. When my car was ready, they called me to say the car was ready and they had someone on the way to pick me up. My second great experience I had an oil leak, Paul was a great help. He keep me posted on every step of the way. Not only did they fix the oil leak issue, they cleaned the whole motor of all old and new oil residue. Thank you so much Service team ! Katelin More

Negative Start, Positive Outcome I had a very unpleasant experience with a particular sales associate (Marcus Cruz) and sales manager (Aldo Garcia) throughout the car purchasing proce I had a very unpleasant experience with a particular sales associate (Marcus Cruz) and sales manager (Aldo Garcia) throughout the car purchasing process. After speaking with Corporate I was ready to return the car and wash my hands of the dealership, but before doing so, I spoke with GM John Dembeck and Business Manager, Omar Hamad and my experience did a 180. John and Omar took ownership of the issues at hand and provided superior customer service, which turned a very negative experience into a positive one. They were courteous, understanding, compassionate and proactive in alleviating my concerns and regaining my trust for the dealership. Had they not handled the conflict resolution so professionally, I would have returned the vehicle and gone elsewhere. I am grateful for their superior business ethic and for owning the errors of their colleagues, because doing so helped to turn a negative experience into an exceptional outcome. More