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980 Reviews of Mission Viejo Kia - Service Center
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May 10, 2017
WOMEN BEWARE WOMEN BEWARE!!!!!!!!!!!!!! Please do not go alone to Acura Mission Viejo!! I brought my car to this location for a safe and well rounded good serv WOMEN BEWARE!!!!!!!!!!!!!! Please do not go alone to Acura Mission Viejo!! I brought my car to this location for a safe and well rounded good service but I was wrong. I took my car in for regular service and I was informed that I had a nail in my tire and it was urgent for me to get it replaced, for $430 per tire. Needless to say, I took it to American Tires for a better price to discover (after two separate trips) that I did not have a single nail in either of my tires. I took my car back to Acura and spoke with service manager Miguel Amaya and he informed me the tip of the nail must have simply fallen off. He bluntly did not care about the situation and was dismissive when he verified that not a single nail was found. Acura staff and manager Miguel Amaya, I am very disappointed with the manner in which you handled my situation, it is unethical to try and take advantage of your female customers and I advice any women reading this to avoid this location. More
by Yesenia714
Employees Worked With
Randy Bustamante
Helpful November 11, 2016
Broke a piece on my car and would not replace My partner and I brought our car in to this dealership for the second oil change. This was only our second time as we had just moved into the neighbo My partner and I brought our car in to this dealership for the second oil change. This was only our second time as we had just moved into the neighborhood. Well when we got the car back everything seemed fine. Then we went to change our brakes ourselves, and noticed one of the lug nuts was not on properly. We took the Acura TSX back to the dealership three weeks later and talked to our service person Elaine, and she seemed happy to help. Well later that day we received a call from Miguel the service manager and was told that this replacement was too expensive and we would have to pay for the parts. This was not acceptable to us, so we went to the dealership to explain more to Miguel. He was not inviting, nor was he taking our thoughts into consideration. He said flat out, "this is what I am offering you and I don't want to do the run around". It was clear to us that the car had been to this dealership for a regular oil change and tire rotation, and that the lug-nut was improperly placed back on the car at the time of service. Miguel would not hear it, and so we took our business else where! More
by Tyson Cavness
Employees Worked With
Miguel Anaya
September 17, 2016
Poor Customer Service from Service Department When I pulled up to do my brakes Miguel (the service advisor manager) was waiting to berate me over some comments I said on an Acura survey regar When I pulled up to do my brakes Miguel (the service advisor manager) was waiting to berate me over some comments I said on an Acura survey regarding my earlier experience. he said I should have come to him first and said that I wrote some personal comments there.. I said I do not remember it was a while back...... he was very belligerent and argumentative saying that I do remember . I said so be it even though I do not remember. Is this any way to treat a customer? (treated/interrogated like a crook) he said he thought we had a repoire but after my poor previous experience their actions ruined that relationship to an irrevocable end. (i.e. waiting 3 hours for an oil change with no status on my vehicle because they were simply backed up and could not handle the traffic, maybe they overbooked I do not know; as Randy the service advisor told me that day as an excuse as to why my car was late was because of how busy they were and he had to cancel all the afternoon appointments......wow maybe they should not be in business if they can not handle the workload) By the way Acura corporate wasn't too pleased with Randy's statement of having to cancel the afternoon appointments. Maybe you should get rid of Miguel he is bad for business!!! Correct me if I am wrong but customers have rights here and I had a right to complain...... in this line of work, if you can not handle criticism(there will be friendly customers then there will be rude customers) then Miguel needs to find another job. he was crying over customer comments. When I went inside the other customers saw this as well I could tell by the look on their faces. Elaine and the other service advisors ignored me, they knew what was going on. My friends said Miguel was wrong almost as if seeking an apology from me for posting a truthful negative review. I ought to report them to the better business bureau. By the way, I would like to know what the personal derogatory comments I said in the survey were...... maybe he is so sheltered he never heard the truth before, I try to be as diplomatic as possible without getting personal,....... again another excuse for him to blame onto the customer.. not acceptable in any line of business An apology letter would suffice at this point. No customer should be singled out and berated as I was...... they should take the comments and learn from it moving forward instead of seeking a personal vendetta for my complaint. You should help the customer not hurt, especially Miguel being a service manager he should try to placate the situation and earn my business after the previous fiasco; not take it personal and attack the customer......what kind of manager is he? instead of taking it personal and making it worse. AGAIN YOU HAVE NO RIGHT WHATSOEVER TO TREAT A CUSTOMER IN THIS MANNER! No excuse can justify Miguel's argumentative taunting behavior. Again moving forward I would request an apology letter. I should sue them for such treatment such as defamation of my character. More
by Type S 1
Employees Worked With
Miguel Anaya, Randy Bustamante
July 01, 2016
Refused to warranty repair improperly installed antenna While my Acura was under warranty, I began having an intermittent XM reception problem. I assumed that trees were blocking the signal, and ignored the While my Acura was under warranty, I began having an intermittent XM reception problem. I assumed that trees were blocking the signal, and ignored the issue. By the time I was out of warranty, the reception problem continued to degrade terribly. In researching this online, I found an Acura Service Bulletin 13-010, and many customers discussing my problem. It seems that during Antenna Fin roof installation, a wire was bent that ultimately cracked. The Service Manager at this dealership Miguel Anaya, declined to make an exception, and denied my request to fix my problem under warranty. Acura became aware of this widespread problem early on, but chose not to notify their customers. Most people would agree that an antenna wire is not a maintenance item and should last the life of the car. Don’t you? I think this dealership and Acura made the wrong call on this one in trying to save a few bucks . More
by Angry Italian
Employees Worked With
Miguel Anaya
April 17, 2015
Randy Bustamante cares about his customers My elderly parents were concerned about the cost of taking their older Acura TL-S into Norm Reeves Acura of Mission Viejo at first. I had dealt with R My elderly parents were concerned about the cost of taking their older Acura TL-S into Norm Reeves Acura of Mission Viejo at first. I had dealt with Randy on their car in the past and explained there might have been a residual fluid leak from a previous service. He immediately calmed my parents, investigated the car and most of all impressed them with his professionalism and customer service. They will I'm sure tell their entire circle of car buying friends to trust Norm Reeves Acura of Mission Viejo thanks to Randy's consistent and honest efforts at putting the customer first! It's not every day that I can say this about a dealer service manager...but Randy is an exception! More
by SD
Employees Worked With
Randy Bustamante
September 13, 2014
Best car and best dealership I've ever encountered Patrick and Randy are outstanding in the service department. They are knowledgeable, efficient and really do care about their customer. When you are Patrick and Randy are outstanding in the service department. They are knowledgeable, efficient and really do care about their customer. When you are waiting for your car to be serviced, they give you periodic updates so the customer does not feel like they have been forgotten. I ordered a special seat cover for my new MDX that was back ordered. Randy and Patrick diligently followed through with several calls and updates. It is very hard to find a dealership where their service people really do care. I had a question on my extended warranty that I had purchased and was not getting resolution with the finance person or sales associate who now are no longer with the dealership and now I understand why. As I was very frustrated that no one was following through with the issue, I mentioned to the service department that I was very dissatisfied and I was going to talk to the General Manager. The service person said that she would pass on the information and Sean, the Sales Manager would contact me shortly. She was right. Within minutes after dropping off my car for service and leaving the dealership, I received a call from Sean. We spoke on the phone and I told him I would come see him when I returned. He knew that my husband and I were not happy. Much to our surprise because most of the time dealerships don't seem to care after they sell the car to you, Sean made it right!!! He really wanted us to be satisfied and we truly are. Not only do we love our car, but the dealership and their employees. More
by Tmbusby
Employees Worked With
Sean Fitzgerald, Randy Bustamante, Patrick Diven
August 21, 2013
So to continue about this dealership I receive an apology from the general manager and asked to call. I call and get thrown around most of the day until someone in SALES calls me. He tends to listen, but abs from the general manager and asked to call. I call and get thrown around most of the day until someone in SALES calls me. He tends to listen, but absolutely nothing gets done. This car has issues and basically I am being told bring it in, but when I call no appointment is made for me. The last person I spoke to said he agrees this is a general manager need to make an appointment and let service know this car is coming. So, I wait another day of no call from the general manager. More
by elizabethvitale
Employees Worked With
general manager
September 11, 2012
I dropped my car, a TSX for service of transmission in the morning. They were supposed to call me back during the day to let me know what's wrong with it. He never did. The next day went by and by 3 p.m. the morning. They were supposed to call me back during the day to let me know what's wrong with it. He never did. The next day went by and by 3 p.m. I decided to call - only to get to his voice mail. By the end of the day he did call me to say they're still working on it and it should be ready the next day. Again no calls till I did call myself to be told it is ready. When I picked up the car it had grease stains all over the steering wheel and the door panel. They need to understand what customer service is about. I would try Tustin Acura or the Anaheim dealer next time. More
by kenneth tarpley
Employees Worked With
August Spencer
October 08, 2010
I received an email from the dealer about $50 refund if I had service there. The service manager Maxx told me he didn't know anything about it. It took way too much effort to get my refund. The only way I c had service there. The service manager Maxx told me he didn't know anything about it. It took way too much effort to get my refund. The only way I could justify their high prices was with that refund. Also, the service manager told me I needed to have my power steering fluid flushed and refilled because the fluid was dirty. Now that I've had a chance to google that, I think I was ripped off. According to google, it's almost never needed. More
by acuraMDXnever
Employees Worked With
Maxx Fowler
July 26, 2010
Customer Service? They obviously don't know what that is at Norm Reeves Acura! I dropped my car off on Monday, July 12 at 7 AM. I was hearing a faint "knocking" noise in the rear passenger side of the ca at Norm Reeves Acura! I dropped my car off on Monday, July 12 at 7 AM. I was hearing a faint "knocking" noise in the rear passenger side of the car. Around 4 PM, I received a call from the Service Associate, August Spencer. He said that it took 6 times driving my car around to hear the sound. He notified me that since they finally heard the sound late in the day, my car wouldn't be ready the same day. I was OK with that. The next day, I waited for the call to pick my car up. A whole work day passed, and I thought that maybe a call was made to my home phone number. I got home and there was no call. I was getting a little anxious because the hours kept passing, and no one called me. The next day, I call Norm Reeves Acura around 7:30 AM. No one answered, but I left a message. By 2:30 PM, no one had called me. So, I called again. This time, the receptionist answered and she sounded quite rude. I asked to be transferred to the Service Department. She supposedly transfers me, and some rude-sounding guy answers. I tell him I'd like to know that status of my vehicle. Apparently he's either not in the Service Department or was unable to help me, because he then asks me who my Service Associate is. I tell him, and he transfers me over. I get August Spencer's voicemail. I left a message, notifying him that no one called me the day before, and that I had left a message that morning. August calls back about 15 minutes later and leaves voicemail, as I had missed the call. Long story short, he said that he was off the day before, but that he said the Service Technician was supposed to call me. Instead, it looks like the paperwork was left on August's desk. I guess I can accept that, but just having to call 2 times and having to be transferred 2 times was a real pain for me. I was told the issue was fixed, but sure enough, I started hearing the "knocking" sound again. At that point, I sent an e-mail to Max Fowler (I sent an e-mail to mfowler@acuramv.com) to let him know I heard the sounds and was wondering if it was possible there could be some other issue. I didn't receive a response or a bounce back e-mail, so I'm assuming it went somewhere but just went unanswered. I determined that it was no use to contact Norm Reeves Acura again, so I went to another Acura dealership for a second opinion. The "knocking" sound was very faint that day, and they determined that everything was good. So, I guess the issue with my car is just a nuance of this car, and I guess I'll have to put up with it until it becomes a constant issue. And I totally feel like it looks like I'm making this sound up. However, I did drive the car with someone at Norm Reeves a few weeks ago, and he did hear it, but said "It's not a safety issue." So, I guess if it's not a safety issue, then I need not worry. This was not my first service experience with Norm Reeves, but my second. And neither experience was good. I don't plan on coming back to Norm Reeves Acura for service unless I absolutely have to. There's another Acura dealership that's closer to my home, and I plan on going there as much as possible. More
by LaiLaiGirl
Employees Worked With
August Spencer, Max Fowler
