I am extremely disappointed with the customer service from this dealership.
I signed the papers on a lease deal and took delivery of an Acura TLX late Sunday night after the dealership had closed (around 6:30 p.m.), following an unnecessarily long negotiating period, and wait for the paperwork and the car to be prepared. I had been choosing between the Acura TLX and a BMW 320i. The following day, at around 1:00 p.m.) I received a revised offer from BMW for a significantly lower monthly lease payment (around 15% less than both the prior BMW offer and what I was paying Acura). I recognize that BMW should have been a little more timely with their best and final offer, but it was still a big chunk of change ($1,800 over the 36 monthy lease period) that I would be foolish to not pursue.
I immediately called the Acrua dealership, provided them with a copy of the offer from BMW, and gave them the option of reducing my lease payments by about 10% (about $1,100 over the lease term), or voiding the deal and taking back their car. I even offered to pay them for the 30 miles I drove between the dealership and my house, and any other out of pocket fees they incurred. To my surprise, the State of Florida does not have a 72 hour cooling off period on auto lease deals, but I expected that a luxury car dealership would want to maker sure that its customers are happy, and would be more concerned with maintaining a good reputation and long term customer (I have driven nothing but Hondas and Acuras for the last 28 years) than insisting on going forward with a deal that was less than 24 hours old. If Acura truly had made their best and final offer to me, they could simply take back the car, which they could easily sell to another customer, and hand me back my used Acura TL, which was still on the lot.
After multiple calls with multiple AutoNation representatives (sales person, supervising manager, and finally general manager) over a 5 hour lapse of time, the final response from AutoNation Acura to my offer was a big fat NO. They refused to either void the deal, or provide any reduction on the lease price, and offered no other accommodation; not even a free oil change. (BMW, by the way, provides free maintenance throughout the lease term.)
The worst part about this experience is that I love the car, and the joy and satisfaction of the new car experience has now been ruined because of the short-sighted approach of the managers at this dealership.
Needless to say, I am not a satisfied AutoNation Acura customer, and will not be recommending this dealership to any of my friends or acquaintances.