Recent Reviews from AutoNation Acura North Orlando

I had a very bad experience by buying car from your car dealership. I want express my whole frustration in sequence of events: 1. I purchased pre-owned Honda Pilot Elite 2016 on 12/29/2019. After taking delivery and before starting from your dealership to my home, I called Q (salesman) and told him that I can see warning alert on screen which says "Parking Sensor System Problem". Then Q said its not an alert it will go away once you drive it on road. 2. Next day, when I called Q and said it's still showing same alert then Q said please go to your nearest Honda dealership because it can be a false alert and any salesman can fix it. but when I visited dealership near to my house in Jacksonville, I got to know that there is some fault and it should be investigated. I told the same thing to Q and then Q said come to our dealership for inspection. 3. Next weekend (01/04/2020), I drove from Jacksonville to your dealership for inspection. After inspection, I was told it was found out that left rear parking sensor is damaged and needs replacement, because it was already damaged, and I reported before starting from your dealership as per point 1, so I did not have to pay for it. Next weekend date was given tentatively. Then I came back from your dealership to Jacksonville. 4. I decided to check myself the reason for this parking sensor damage because I realized now that right issue is not explained to me for this damage. After checking I found out that light below this damaged parking sensor was also broken, and it was either not inspected or was not disclosed deliberately to me that it was broken. I called and told Macy Kuchenbrod about this damage. She said inspection has to be done for this again. 5. On 01/11/2020, I drove from Jacksonville to your dealership for damaged parking sensor replacement as per point 3 which was replaced. But for damaged light, I got to know that rear bumper cover was broken. So, the real story behind this parking sensor damage was some accident which broke rear bumper cover, light and parking sensor. But your dealership only fixed broken parking sensor. I was told now to come again during weekdays to get it fixed because of busy schedule on weekends. Now I told to Macy Kuchenbrod that please value my time and money because of this carelessness, I have to come and again for almost every weekend from Jacksonville to your dealership for inspection which could be done in a single visit. Now I told her please inform AutoNation, Jacksonville, if this bumper cover can be fixed from there. She said "please go there. They can fix it for me because it comes under same management". I came back from your dealership to Jacksonville. 7. On 01/15/2020, I went to AutoNation, Jacksonville but they refused clearly because it's Ford dealership, so they do not entertain customers of Honda vehicles. I told them that Macy from AutoNation Acura suggested me and then they made copies of documents of Macy provided to me and they said they will confirm with Macy or Acura AutoNation about this and then they will call me. 6. Today (01/17/2020), when I called Macy Kuchenbrod, she told me this is not covered under warranty so close to $500 I have to pay from my pocket. So after this whole experience I had with AutoNation Acura where salesman does not care about the customer once vehicle is sold and service department does not care about time and money of customer and also not shared correct information about damage after first inspection. As it was already damaged when I purchased this vehicle and I informed salesman before starting from dealership to my home after buying, I call this total unprofessional behavior. I will strongly recommend my friends to not buy any vehicle from Acura AutoNation, Sanford.

Vivek Verma Jan 18, 2020

I brought my 2015 Acura ILX in for an oil change and tire rotation on Friday, June 29th. I purchased the car in July 2014, so my 4yr/50K warranty expires in less than a month. The alert to change the engine oil comes on at 15%. Since the alert continuously comes on until I have it changed, I tend to reset the alert, and then wait until it goes from 100% - 90% to bring it in for service. I live 25 miles away from the dealership so it takes about 45 min with no traffic to get to the dealership. When I arrive, I patiently wait for someone to assist me. 2 service advisors pass and asked me if I have been helped before a third finally comes to assist. The gentleman checks the mileage in the car and then tells me that I don’t need an oil change because I am only showing 90%. I tell him that I reset the alert since it goes off at 15%. He takes the keys and I go inside to wait. While waiting inside, the assigned advisor, Julianna comes in and calls me to her desk to go over my service. She informs me that I am using the last of my pre-paid oil changes. Then she asks if I want to have any of the prior services that I declined performed today, which were replacing my wind shield wiper blades and air filter. I let her know that I had already replaced those items. This somewhat concerned me because they were asking me to perform services without performing an inspection to see if they needed replacement. I sign the paper work and they start with the service. Later she comes to me and tells me that my transmission fluid needs replacing and this will cost $133. I suggest that I could possibly get this service performed for cheaper and Julianna tells me that anyone else wouldn’t use Acura transmission fluid (Is that a real thing?) and that if I had issues, it could void my warranty and that if I had transmission trouble, Acura wouldn’t assist. I pointed out that my warranty expires in less than a month. A few more minutes goes by and my car is ready. The first thing I notice when I got in the car is that my oil light was not reset. This was unusual since they normally reset my light to 100%. Yesterday, I noticed that my tires were never rotated. One of my tires has a distinct mark on the rear right tire. That tire was never rotated. With that said, I am questioning whether or not my oil was even change because I know for a fact the tires were never rotated. 7/23/18 update. I did bring my car back in and the issues were resolved.

Joseph Charlot Jul 3, 2018

If you are in the market for new car you should stay away from buying Acura especially from this dealer ship. You would end up getting stuck with horrible service. The level of customer service has been going down. I've been loyal to Acura for 18 years and have been going to this dealership since 2000 for car maintenance when they were under the name Jimmy Bryan. I'm extremely disappointed of the way I was treated there today. I've bought the oil change package they offer there for many years. I brought my car in for oil change and told the service guy that I wanted to buy another package since I already used up my current one. He advised me that the finance person would call me back to go over the price since I had to go back to work. I agreed to leave my car there and was dropped back off to work. The finance guy called me couple hrs later and told me the package with 4 oil changes and 2 tire rotations would be $355. I told him I don't remember paying that much before. Mind you a single oil change cost $60 x 4= $240 + tire rotations $29.95 x 2 would be $299.90 which is way cheaper than the package so why would I want the package. It must provide some kind of discounts or benefits to get the package deal. He told me that's what I paid before for my old package. Right there I was lied to. I requested to have the service person whom helped me earlier to give me a call. The service guy called back and agreed that it shouldn't be $355 and that package is for the full synthetic oil instead of synthetic blend which is what I had. He confirmed the package would only cost about $245 after tax. I told him I agree to get it and use it for my oil change. He told me he would have the finance guy set it up and all I need to do is sign when I pick up my car. When I went to pick up my car the same finance guy pulled me in the office and told me the package would be $355. I told him that's not what I was told by the service guy and not what I paid for previously. His response was "I don't know what the service guy told you and he's not here. Why don't you just call him since you have his number?" He basically implied to me that I was lying. I told him he called me from your office and are you implying I was lying? I asked to speak to his manager or service manager he then said everyone left and he's the only manager. I insisted to speak to some one higher and finally he told me he would get his director. Right there I was lied to again about no one else is higher that I could talk to beside him. The director came in and basically told me the service guy is just an employee not a company and all he could do is to coach him. What kind of response is that? The employees represent the company and when they make mistakes the company owns up to it and you are not doing any of that. That's what I told the director and. I'm not there to steal or cheat your company. I've spent so much money for my car service there and was there to buy more. I'm very disappointed of the level of service provided to me today and was insulted by the finance employees. This is my last straw and will never set my foot back in there.

Mylinh Nguyen Jan 30, 2018

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.

Ron1960 Nov 1, 2017

Ron S. Nov 1, 2017

Ron Schirtzer Oct 31, 2017

***UPDATE AGAIN*** Here we are a year later and get same (or at least sounds like it) RUDE service representative on the phone that I dealt with a year ago and he hangs up on me too. There obviously were no permanent changes or customer service training done. Changing the rating back to 1 star. Thank you for another reminder on how horrible the service can be on AutoNation's roulette wheel in the service center without a culture of "customer service" cohesion and only a person here or there that knows how to treat people. ***Original*** So tired of the service department at this location being rude because I do not have a "NEW" Acura or treat me like I am not good enough to be a customer. This doesn't mean I won't pay for service or have the money to pay for service. I do. I am just not ready for a new car. Today was a reminder of why I stop going to them for my regular service months ago. (In addition to them not doing their job, like the inspection they are supposed to do with every oil change.) I do not recommend, unless you are rich, snobby, and drive a new Acura. My new car was going to be an Acura MDX, probably not any more so I do not have to deal with their service department. ****UPDATE**** After my conversation with Mr. Breedlove, I was scheduled to bring my car in to figure out what my problem was for my initial call. The went the extra mile to fit me in on a weekend and made sure thing went right. They ended up having to order a part for me to fix what was wrong and advised when it would be in. I was supposed to schedule and appointment which I did not at the time. My adviser called me back after some time to schedule the repair when noticing I never came back for the fix. During my time there they made sure everything was okay. They really were trying to make up for things, but it is a shame it had to take this post for things to turn around. Hopefully with the new management the new experience will be a permanent one.

Crystal Lamson Mar 26, 2015

Let me start by saying that if you're looking for the absolute best Service Department anywhere, then this is the place. Adam is the General Manager, and Brian and Kenny are Service Managers, all of whom took great care of us after we bought our gently used 2005 Infiniti QX56. The person who owned it obviously took great care of it, and it runs perfectly! However, when Acura took it in on trade they did a thorough inspection and found that the steering column, front brakes, and oil filter housing seal were in need of repair. All of which was completed prior to me even looking at the vehicle. We bought the car at the end of October 2014 as a birthday present for my wife. She had been driving a 2000 Ford Expedition that we bought in 2004 with 70k miles on it (it was an excellent car). But after two kids and 190k miles it was time to retire the old girl. The Infiniti suited our needs perfectly, and we purchased it, even though it already had 100k miles on it. But, since Acura took it on trade, and with the great condition it was in, I went ahead and got it. Unfortunately, soon after driving it home, the steering column was loose. So, I called Acura, and they said to bring it back in for them to evaluate whether they could do anything. Well, they did something all right. They kept the car until they could locate a suitable replacement steering column, and provided us with a loaner vehicle, not once, but three separate times while they ordered and replaced five different steering columns. Also, that in that same time period, during one of the few weeks we had the car back, the brake system failed and I had to have it repaired at a cost of $1250. But, that's merely a coincidence of the timing. Acura took care of that repair in as best of a cost effective manner as possible. In the time that weve owned the car, weve actually only had it in our possession for about two months as Brian and Kenny were relentless in their mission to ensure that we were totally happy. They also took care of a few other minor issues: the side mirror switch had to be replaced, the ignition switch was loose and they had to order new bolts. All of which, they had to order parts and incur labor hours to repair. I cant say enough great things about the level of service, respect, and willingness to provide great customer service that Autonation Acura of Sanford has provided my family. My Wife loves the car, and the kids cant get enough of all the space it provides. Thank you Autonation Acura for all you did for us. Jack Gross, Lake Mary, FL.

jackgross Jan 23, 2015

I am very dissatisfied with the service I have received from this dealership. I switched to Courtesy Acura about four to five years ago after I had been dissatisfied with the service at Fountain Acura in the south side of town. It is not convenient for me, but thought I had been given great service here over the years. My awakening all started last March when I had to have my radiator replaced after my engine overheated on my way home one night. I asked the service advisor to have them check over my car to see if there is anything else wrong. They said all that was needed was a new radiator and an oil change. The hoses and thermostat was not replaced. I was not impressed with my advisor - she seemed uninformed on what the service department had done, and unwilling to go above and beyond. She was not there on Saturday morning when I picked up my car, so my checkout experience was less than remarkable. In just a few weeks I have two of my tires replaced at another shop and find out that a CV joint needs replacing and an engine mount was broken. These were items that were not identified when I asked Acura to look over my car to see if there were any other issues. Less than ten months after getting my radiator replaced, I find out that my radiator system is not working properly because the the system was not properly pressurized and I had a leak in the system. I had to have the hoses, thermostat and radiator cap replaced. I did not go to Acura. Two short weeks later, I find out I have to have my timing belt and balance shaft belt replaced because they were hitting the timing belt case. They were rotating in a "sloppy" manner indicative of not being properly rotated. This was at 109,000 miles. At just over 77,000 miles I had both of these belts replaced when I had my clutch replaced at Acura. Again, I had this work done at an independent shop. I am getting better customer service and more reliable car repair at an independent shop than my auto maker's dealership. Isn't that supposed to be their claim to fame so to speak? If you are going to charge higher prices than an independent shop, make it worth my while to go out of my way to get up to your dealership and pay your higher prices. Instead, they have been performing substandard work that I am now having to refix somewhere else. I will not trust Acura to touch my car again and rest assured I will not be purchasing another Acura. It's a shame too, because for an automobile that is supposed to be so reliable, the service department sure is becoming a liability for them they may not soon be able to afford.

bdaisy75 Feb 2, 2010

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Recent Reviews from AutoNation Acura North Orlando

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