Recent Reviews from AutoNation Acura North Orlando

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 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

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