Recent Reviews from AutoNation Acura North Orlando

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 23, 2018

I was so impressed with AutoNation Acura North Orlando that I sent the following message to Acura USA HQ. Basically don't go to any other dealership if you are looking for an Acura, you won't find a better place to go. I just purchased a new 2018 Acura MDX with Advanced package. I am not writing about the car even though it is amazing, I am writing you about the dealership where I bought it. I purchased my car from AutoNation Acura North Orlando. I am 60 years old and have purchased more than 20 new cars in my lifetime, to include Porsche. I have never had a better experience with a purchase than I did at this dealership. I first met with the salesperson, Josh. He was knowledgeable, friendly, not pushy, catered to my every need and question. He tolerated my constant changes of what I wanted and did it all with a smile. I then received an email from the General Manager, Rob Breedlove. Let me tell you this man is a leader. I have led men and women in the military and civilian community for more than 40 years, I know what leadership is and Rob epitomizes the title. Every one of the people at the dealership I spoke with commented on how much they enjoy working for him. That is not common anywhere, especially in the stressful car sales business. Rob would answer my emails about my order almost instantly, I wondered if the poor guy ever slept. Rob worked hard to make sure I got the exact vehicle I wanted and gave me a fair trade on my Porsche. Every time I came to the dealership, Rob would come out to greet me. I don't know if you have special recognition for GMs, but Rob is deserving of every bit of recognition you can muster. Next in line is the sales manager, Bob. Bob would do the same and greet me every time I entered the building. Bob along with Rob worked diligently to get the exact car I wanted and ensured the first available factory car that met my requirements was delivered to me. Zack, in the finance department was just as incredible. He made the process super easy for us, again, he wasn't pushy either. He shared the additional services available and then I decided what to do. The attitude of the employees is stimulated by top notch leadership and setting the example. Acura USA and AutoNation can be very proud of the services and professionalism presented at this dealership. I normally forget the name of the people at the dealerships where I purchase vehicles, but I will never forget Rob, Bob, Josh or Zack. Thank you Acura and AutoNation for a great experience.

Bill Reese Jul 6, 2018

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 ge...t 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. See more

Joseph Charlot Jul 3, 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

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. See More

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 perso...n 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. See More

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

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 we’ve owned the car, we’ve 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 can’t 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 can’t get enough of all the space it provides. Thank you Autonation Acura for all you did for us. – Jack Gross, Lake Mary, FL.

Jack Gross 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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