About Us
Copyright 2018 DR Media Holdings, LLC
Search
Back

Norm Reeves Acura of Mission Viejo - Service Center

1.2

12 Lifetime Service Reviews

28802 Marguerite Pkwy, Mission Viejo, California 92692

12 Reviews of Norm Reeves Acura of Mission Viejo - Service Center

Sort by Write a review
October 18, 2017

"Messed up our weekend"

- Accura owner

Brought our RDX at 9 am Saturday 10/14 and promised car at 3 pm and informed service dept closes at 5 pm. Was told if we came after closing, keys will be left at sales desk and can pay there. Didn't receive message till 445 pm that car was ready. When got there before 6 pm wrong paperwork and keys (for another customer with similar last name) was at desk. So, could not get our car for the rest of the weekend. Megan on Monday accused us of not calling to tell them we would be late. ...and that's why our keys were not available. No apologies for our inconvenience were offered from Megan who insisted that we should have called back to fix a time for pick up within the 15 minutes between their notification and closing time. No explanation for the mistaken name, paperwork and wrong keys that were left for us in the sales dept. Shabby customer service needs much improvement! Were considering purchasing a new vehicle from Norm Reeves; but maybe not!

Read More
Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
No
Employees Worked With
Megan
May 10, 2017

"WOMEN BEWARE "

- Yesenia714

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.

Read More
Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
No
Employees Worked With
Randy Bustamante
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
November 11, 2016

"Broke a piece on my car and would not replace"

- Tyson Cavness

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!

Read More
Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
No
Employees Worked With
Miguel Anaya
September 17, 2016

"Poor Customer Service from Service Department"

- Type S 1

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.

Read More
Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
No
Employees Worked With
Randy Bustamante
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : Miguel Anaya
Sep 21, 2016 -

Norm Reeves Acura of Mission Viejo responded

We are so sorry about your experience and thank you for bringing this to our attention and thank you for taking the time to discuss this with me. - Ben

July 01, 2016

"Refused to warranty repair improperly installed antenna"

- Angry Italian

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 .

Read More
Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
No
Employees Worked With
Miguel Anaya
Jul 13, 2016 -

Norm Reeves Acura of Mission Viejo responded

Hello and thanks for getting in touch with your feedback. We are sorry to hear about the issues with your XM and we would like to speak with you to gather a few more details about your experience here. Would you mind giving Ben a call at (949)269-1772 at your earliest convenience? Thanks again!

April 17, 2015

"Randy Bustamante cares about his customers "

- HansasAcuraTL

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!

Read More
Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
Yes
Employees Worked With
Apr 24, 2015 -

Norm Reeves Acura of Mission Viejo responded

Hi there, We're so glad you and your parents enjoyed your experience at Norm Reeves Acura with Randy! Thank you for taking the time to write us a positive review. If you're on Facebook or Google+, we'd love it if you connected with us! Hope to see you and your parents again soon!

September 13, 2014

"Best car and best dealership I've ever encountered"

- Tmbusby

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.

Read More
Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
Yes
Employees Worked With
Other Employees : Patrick Diven, Sean Fitzgerald
Sep 15, 2014 -

Norm Reeves Acura of Mission Viejo responded

Wow! We truly can't thank you enough for your kind words. We’re so happy you and your husband enjoyed your time at the dealership and that Patrick, Randy, and Sean were so helpful. Check us out on Facebook and Google+ to stay in touch! If you need anything in the future, please come back and see us again! Happy to hear you love your new MDX (and hopefully your seat cover)!

September 09, 2013

"On August 22, 2013, I dropped off my 2006 Acura TL to the..."

- gammah

On August 22, 2013, I dropped off my 2006 Acura TL to the Mission Viejo Acura Service Department. They removed the Navigation screen and the radio (see invoice #14000) because my son had stuck some coins in the tape deck and the touch screen stopped working. Miguel had recommended that I replace the radio or get it fixed. I took the car home and repaired the radio. On August 23, 2013, I had Mission Viejo Acura Service Department put the Navigation screen and radio back in (see invoice #14025). Kim again took the order. When I went to pick up the car in the evening, Kim said everything was tested and it works fine. I also saw Miguel, but did not talk to him. As I drove home, the radio functioned fine and I was able to touch the Navigation screen without issues. On August 24, 2013, the sun was shining on the Navigation screen and I noticed that the Navigation screen has a scratch mark on it in 2 places. I then tried to clean it with LCD wipes, but that did not work. I called around 11 AM and spoke to Kim. I told Kim of the problem and she said that I need to deal with Miguel on the issue and that Miguel left for the day and that he will be back on August 26, 2013. On August 26, 2013, in the morning, I was putting in the baby car seat in the backseat and noticed a black screw was sitting out in the middle leg rest (where the hump/bump is). I picked up the screw and put it in the front cup holder for safe keeping. Then I went to work and called and talked to Miguel about the scratch marks on the screen and he said there was nothing that he can do because he nor the technician caused it. I told Miguel that I know for a fact that the scratch mark was NOT there when I took it in for service! Anyhow, I called Acura Customer Relations and explained everything as above and got a case #B012013-08261096. I then contacted Tony Swain, the General Manager and sent him pictures and the above information. As of August 27, 2013 6:30 PM PST, I have not heard from anyone. On August 28, 2013 around 4:54 PM PST, I sent another email to Tony Swain to get an answer. On August 29, 2013, I got an email back around 10:20 AM saying "Based on talking to my service Manager and the Certified technician, we did not scratch the face of the Navigation. It was in your possession and must have been scratched some how. I’m sorry you feel that we scratched it. Unfortunately there is nothing we can do." On August 30, 2013 at around 3:30 PM PST, I went to the Mission Viejo Acura dealership to talk to Tony Swain. I was informed by Miguel that Tony had gone home. I then went to the receptionist to get a second opinion. The receiptionist too said Tony had gone home. I then asked the receptionist for the next person in charge. She called Sean Fitzgerald around 3:45 PM PST and told me that Sean will be with me in a bit. I waited and waited and waited. I waited a long time then decided to call Acura Customer Relations at around 4:00 PM PST and they were closed. Not sure why they closed since it says they close at 5:00 PM PST. Anyhow, I hit a different option and got ahold of someone at Acura Customer Relations. She tried to transfer me to the person handling the case, but no one was available. She came back on the line and asked me what the problem was so I told her the entire story. I told her to please document everything and she said she was unable to because she did not have access to input anything into the case. At 4:40 PM PST, I went back up to the receptionist again and asked her where Sean is. The receptionist got back on the phone and called Sean. Another lady was standing next to the receptionist and pointed and said Sean is right there. I was frustrated by now. If the receptionist knew where Sean was, but did she not just be honest and tell me. Anyhow, I walked over and told Sean Fitzgerald we needed to talk in a private room. We went over to a private room and I told him of the issue I had with the Navigation screen and the scratch marks and he was aware of the situation. Then he said it is a he said she said thing. I agreed with him, but I told him that I am 100% sure that when I brought the car in, there were NO scratch marks. Anyhow, Sean asked would what be the best resolution. I told him what I wanted. Sean went and talked to Miguel to see what the cost would be to install a new Navigation screen and radio. Sean came back 2 minutes later and told me that Miguel will not provide service to me. Sean then said he will talk with Tony Swain on September 3, 2013 and for me to call him (Sean) back around 11 AM PST. I also took Sean to my Acura TL and showed him the 2 scratch marks AND the one screw that was not installed somewhere. Again, Sean told me he will talk with Tony on September 3, 2013. On September 1, 2013, my wife noticed a couple more screws lying down in the cracks where the carpet is on the drivers side floor. On September 3, 2013, I called Sean around 3:30 PM PST to talk to him and find out what the resolution is. Sean did not pick up and I left a voice message. I called back and asked to speak to Tony Swain and the receptionist said he is busy. I again called Acura Customer Relations and was told that the correct complaint number is B012013-08-2601096. I told the agent of the issue and he said that he will forward it to the district manager, Andrew Harrison. On September 9, 2013, around 12:50 PM PST, I called to talk to Tony Swain and the receptionist said he was busy. I then was finally able to talk to Sean and he said that Tony Swain and Miguel were both in the office and they both refused to take liability for the damage. Sean said that they are willing to install the part for me if I order it from the parts department. Why did I write this review? I gave the dealer ample of opportunities to rectify a situation for a problem THEY caused, yet they do not want to take the liability for it. What is their resolution? They want *ME* to buy a $3300 + California sales tax and then they will install it (Sean did not say it was for free either). REALLY? You want ME to pay for something YOU, THE DEALERSHIP caused??? The Service Manager, Miguel Anaya says that the service technician who worked on this had been there for a long time and would confess if he had done this. Really?? How do you or the "experienced" service technician explain the 3 or 4 screws that I have found on the carpet?? What a bunch of crooks. The General Manager, Tony Swain, has bad communication skills (more like no communication skills) with his customers. My next step is to file a suit against the dealership.

Read More
Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
No
Employees Worked With
Tony Swain, Kim McCoy, Sean Fitzgerald, Miguel Anaya
Oct 05, 2013 -

gammah responded

On October 4, 2013, Miguel and Mission Viejo Acura did what they said they would do. They installed the navi screen/radio for no cost and they split the cost of the navi screen/radio with me. I am happy with the outcome. Thanks for being professionals Mission Viejo Acura.

Sep 23, 2013 -

gammah responded

I am currently in the process of working out an agreement with Tony Swain and the Mission Viejo Acura dealership. They are agreeing to pay $250 and install the refurbished/used display that I am purchasing at no charge. I will comment again once the work is finished or if anything changes.

August 21, 2013

"So to continue about this dealership I receive an apology..."

- elizabethvitale

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 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.

Read More
Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
No
Employees Worked With
general manager
September 11, 2012

"I dropped my car, a TSX for service of transmission in..."

- kenneth tarpley

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. 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.

Read More
Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
No
Employees Worked With
August Spencer
Sep 19, 2012 -

Norm Reeves Acura of Mission Viejo responded

Dear kenneth, Thank you so much for taking time out of your day to write us a review. I am so sorry to hear that you feel that your experience with our service department was anything less than excellent. I’d very much appreciate it if you would contact me directly so that I can get to the bottom of this and do my best to fix the situation. Have a great day and I hope to hear from you soon. Sincerely, Mark McKellop General Manager 949.347.0500

1
1 - 10 of 12 results