Recent Reviews from AutoNation Acura Stevens Creek

Wednesday I had 7/26/17 I had my oil changed at Elk Grove Acura because I was in that area and my oil change was over due. I was informed the axle was leaking on the drivers side and because I always have my car serviced at AutoNation Stevens Creek Acura I should have them take a look at it, it is under warranty, your mileage is a little over, but there should be no problem they will take care of you. I called AutoNation and scheduled and appointment for Friday 7/27/17 @ 2:45 pm I arrived and was greeted by a young man he told me my advisor was Patrick and he would be with me shortly. Patrick met me and said hey girl I helped you the last time, he asked me to give him a minute he would be right back. He was gone for about 12 minutes, when he returned he said tell me what's going on with your car girl. I told him what I was advised in Elk Grove he asked me to follow him to his desk and had about $500.00 worth of services the claims my car needed, I said not today not what I'm here for I told him again about the axle leak and that in April I had my car serviced it was notation on my paper work that the axle was leaking, but no one ever told me it I needed to have it done or that it was under warranty at that time or why was it not taking care of at the time or even day of other services. He had me sit in the waiting room for about 25 more minutes to then come and tell me they were unable to service the leak because it was not under warranty and he could not override the warranty. I asked him so you want me to pay for something that should have been done in April when it was under warranty? He then said hear me out my director is off and she will not be back until Wednesday and I will need to talk to her. I left feeling like I was being hustled!! I know there was someone there that day that was in a position to make a decision and make sure it my car was taking care of. I called AutoNation 7/31/17 asked for the Service Manager and was directed to a Mike's Voice mail I left Mike a message to call me back and have yet to hear from anyone!!!!!!!

Cherie Jones Aug 1, 2017

I test drove a used burgundy ILX at this location. It had 43k miles on it and was listed for around $18k. It was a decent car, but I wasn't thrilled with the service (long wait to test drive when there was only one other shopper, attitude of manager that took us on the drive, etc.) so I decided to go to a few other dealerships. I didn't find another car that I liked as much so I went back and was ready to fill out the paperwork for the burgundy ILX when I saw the same car, in white, with only 16k miles on it for about $500 more. It seemed like a no-brainer to purchase the car with lower mileage, but the manager didn't point any other cars out to us or make any suggestions. He was too busy talking about how he used to manage Mercedes or something and how he just got moved over to Acura. Very poor experience to the point that I didn't even want to buy the car from this dealership! There was a long wait to fill out the finance paperwork and sales documents. That is understandable. The one star in this review goes out to the man in finance that was easy going and a pleasure to work with. While we filled out the paperwork he pointed out that the car only had one key and was missing the owner's manual and that he would order those for me. I appreciated that as well. I bought the white ILX in September 2016. It is now January 2017 and I have not received plates and/or registration. I finally remembered to call and I was told that there was a mistake with the paperwork that was filed with the DMV and it had been rejected and sent back to them. No one ever called me to let me know, so I have been driving around with the expired tags that came with the vehicle for the simple reason that their customer service and follow up with customers is so poor that no one bothered to pick up the phone! The car has been great, but if I could return it I would just so that I wouldn't have to deal with AutoNation of Stevens Creek anymore.

Jennette Gonzalez Jan 20, 2017

This review is in regards to the service department as the sales department was great to work with. My wife and I purchased a vehicle from Acura Stevens Creek in August. The transaction with the sales department was great and we were so excited for our new car. Part of the agreement was they were to replace the front bumper, as there were some scratches since it was a used car. We worked with their service department and got our bumper replaced. A few weeks later, we get a letter in the mail saying we needed to bring the car back to the service department for a vin verification. That process should only take a couple hours, tops. My wife brings the car in last Monday and we did not get the car back until the yesterday. 7 days. We understand that there are only a limited number of people who can do the vin verification and that person was out sick. The frustrating part about this is it felt like it was our job to call in to see if our car was ready. My wife went to pick up the car yesterday, picked up the keys and did a walk around the car before driving off. The first thing she sees is a big gash on the front corner of our (new) bumper and you can tell the impact was strong because as you can see from the pictures, the bumper is coming off. After complaining, Acura did say they would fix it. What angers us and is very disappointing is the fact that no one inspected the car before releasing it to us. The car was on the dealership lot for the entire week. Someone on their staff or detail department did this and said nothing. They left it like that with the thought that we might not notice? We left our car in the trust of the dealership and find it very unprofessional that this happened. Acura Service Dept is fixing this and doing a complete external and internal check to ensure nothing else was damaged, but this shouldn't have happened to begin with. And whoever is responsible for damaging our car should have told them when it happened. Hoping this is an isolated incident but by the lack of urgency or remorse from our service contact, it seems like this happens all the time.

Jason Mendoza Berena Oct 11, 2016

Acura of Stevens Creek (PART DEPARTMENT) customer service FAR BELOW my IMAGINATION… how they they expect to win customers. I bought a battery in October 2015 and it failed on me... I purchased it less than 1 year ago, I brought the battery in and the driveway technician tested the bad battery and confirmed it's a bad battery. At first, I meet Pablo (part department) he told me that I would need the original receipt for him to exchange it and I told him I have it in PDF. He agreed that would work but he would need a hard copy. I asked if I can send it over to his email and he said his email is not working… wow really. So he told me to ask the reception to get a print it out. So I went over to the reception area, the receptionist was really nice she told me that Acura allows to return the battery free of charge if it’s less than 3 yrs old and she asked the driveway technician to test the battery and he confirmed it’s a bad battery specifically (bad cells). I asked her if she can print out a hard copy of my receipt she said the part department would be able to take care of that for me. I told her Pablo couldn’t print it out, so she went back to double check with Pablo and then came Jamie …. he had no idea what was going on so he asked what was the problem and I explained to him and he said there’s no way we can exchange it for you. You would need an original receipt (which i was told by Pablo) and he said we can not take copy ( wth Pablo just told me that he can take it) than he told me that the battery has to be in the vehicle…. SERIOUSLY? I asked Pablo does that mean I need to schedule an appointment to have something like this?” he said “you can check with the service advisor if they can fit you in their schedule” I just shook my head after that I can’t believe this is such an easy exchange and I have to jump to all these hoops just to exchange a battery. I bought the battery off the self in 2015 and it’s just common sense to bring the battery back however I purchased it...why would the part department refused to replace the battery even though the driveway technician confirmed it’s a bad battery?????!!! Jamie refused to give me an exchange battery….REALLY I drove 25 miles and Jamie idk what position he is but he refused to give me an exchange that I purchased less than 1yr ago and the battery failed the tested (w/ their expensive machine). I’m so disappointed in their customer service that I will not recommend to any of my colleagues. I’m extremely frustrated that this will be the last purchase I’d ever buy from them and I will tell ALL my SOCIAL MEDIA FRIENDS NOT TO GO here.

Jimmy LandYour Legacy Aug 13, 2016

Went there on a Friday to look at cars to replace an old Acura CL Type S Test drove and selected an ILX because I wanted the new auto braking features (AcuraWatch) Came back next day to purchase They wouldn't hold to the price agreed but found a lower model car at another dealer which was the preferred color The web site infers that the upper models have features added onto the features of the lower models so I went for a higher model that had blind spot detection and a few other nice to haves Told them many, many times over the course of several hours I was at the dealership trying to buy the car that the auto braking feature was the most important thing and the reason I was buying this car Finally got the paperwork done after about 4 hours total! Got home and realized the car they sold me did not have the auto braking feature!!!! I was angry and disappointed all at once We debated if they mislead us deliberately or just messed up ... I'll give them the benefit of the doubt and say it was a mistake on their part After an angry telephone exchange I was told to bring it back I was given two choices ... 1) Accept yet a lower model which has the auto-braking feature (no blind spot detection features and various other things we decided it would be nice to have) AT THE SAME PRICE or 2) Take the car I had signed for and leave There are several things wrong here 1) The dealership either doesn't know what features different models have or they know and mislead customers. Either way its very bad 2) The Acura web site is extremely misleading for customers and the dealers. It is only after this experience that I could figure out the actual feature set of each model A more expensive model doesn't necessarily have the features of the lower models even though that's implied on the web site 3) I'll assume they messed up but they had absolutely no intention of making things right. In fact they decided to make more money out of it This has been a ridiculously painful experience I can say that with Acura and this dealership, in particular ... Buyer Beware!

TrevorP60 Mar 29, 2016

If I had a choice, I would have given zero stars. Today my husband and I were searching for a first car for our teenage son. We had seen that AutoNation had a used vehicle that interested us. I called up and spoke to Ben to see if they still had the vehicle on the lot. We arrived to see the vehicle and was greeted by a salesman by the name of Paul Laguna, off the bat he was cocky and had a know it all attitude. We were very up front with saying that we would not be using their lenders and had a pre-approval with our credit union. After we had test drove the vehicle, had some reservations with the condition of the exterior, nothing that couldn't be fixed. We had decided to see if we could make a deal happen. We initially gave a price below the asking price and were immediately turned down by Paul himself, saying that they would never accept that price. We then countered with a couple hundred dollars more, he then took "that" offer to the sales managers. A few minutes later he came back and said that we had a deal. This is where we had an issue, When he came back he mentioned that we would be needing to fill out a credit application. We had stated multiple times during our conversations that we were going through our own bank. He continued to insist that this had to be done, even after us asking why and expressing our concern of not wanting a hit on our credit with unnecessary credit apps hence we were already approved with our own bank He said that it had to be done that it was required, without a valid explanation. We hesitantly said I guess if this had to be done and requested a confirmation that it would just be in our file. He Paul then stated to us that we would need to write a check for the full amount of the vehicle in order to hold the vehicle for one whole day. After given more thought, we said that we would like to talk to our bank being that it was late evening on Saturday and they are closed on Sunday, We asked could they please hold the car and the price that we agreed upon and we would call first thing Monday morning to complete the deal Paul then said NO, that they could not hold the car and said if it didn't sell it, that we would have to renegotiate the price all over again. ARE YOU KIDDING ME ! We are talking about a used vehicle under $10K, not a $50K new car deal. Between my husband and I we have purchased at least 20 vehicles in our time and I have to say this experience is just about the worst experience that I have ever had. Although we walked away and my son was disappointed, he learned a very valuable lesson about car deals. THANK YOU AUTO NATION ACURA OF STEVENS CREEK .

Tim Yorton Mar 13, 2016

Service Standards have gone way down!!! Some back ground. I bought my Acura MDX at Acura Stevens Screek, before it was AutoNation Acura. I have always done my services at this service center for the last 13 years. Its a great car, I still love it, and I have never had a problem with their service so far. My friends has always asked me why I pay the premium price of taking it to the dealer for even a regular oil change. But I have always felt it was worth it, Until today. My Service adviser was Juan. It was a regular service. There were no problems with the car or the engine or any notifications or warnings. I just reported 2 problems I reported to them, 1 with the wiper fluids and second with a rattling at the rear. They found a few recalls on the car that they were gonna take care of as well. They called me later that day to let me know that might brakes might need replacing on this or the next service. I asked them to go ahead and replace it. which they did. I came into get my car once it was done. Here is where I ran into 2 problems. 1. I found 2 discounts that I received via email from autonation. A 10% discount and $50 of per axle of brakes. I simply asked him to apply the $50 discount for the brake service, and the 10% discount for the rest of the regular service. But I kept hearing he can't give me both discounts. I clearly understand that they cannot provide $50 and the 10% discount on top of that discount. And that is not what I was asking for. I simply wanted to $50 per axle discount for the brakes and the 10% discount for the rest of the oil service. Which from everyone I have talked is fair and how its supposed to be done. Once I asked him to consult his manager, the advisor said he was going to try to make it work, and he did. To be honest, this is the first time in 13 years of my relationship with Acura of steven screek, that I actually felt played. And I would have let it slide without this review. What happened next, is why decided to write this review. As I drove of the car back home, my "Check Engine Light" was ON. I tried stopping, and restarting the car, and the light was persistent, so I called back, and was asked to bring the car back to be checked. Note, I have never seen the "Check in Engine" light come ON, in my car, ever before, or before I took the car for service. Juan, had the car checked again and came back telling me a sensor was bad and it would cost me $400 to fix. My perfectly reasonable question, was that this wasn't a problem when I brought it in for service, and it was only reasonable that I think that something had gone wrong during the service. They wouldn't take responsibility and insisted I pay for fixing it. A sensor doesn't just go bad between me dropping the car for service, when its perfectly fine, and suddenly blowup on its own. To me its clear, that something went wrong during the service, and I am now left with having to pay $400 to fix it. Definitely NOT the service I had come to expect from Acura of Stevens Creek. Or may be its the change in ownership to AutoNation that is the reason for the change in service standards. Either way, I think they just lost a customer of 13 years. I am not going back there Update: Now my HTM-4 light is on as well. This had turned on right I took the car back from service. But then it went away when I had stopped/restarted the car a second time. So I didn't bother. Now its permanently on as well as the check engine line. When you take in a car for service with non of these problems. And the dealers does extensive work on the car, including quite a few recalls. And the car is delivered back with both check engine and htm-4 lights turned on. To presume, there is not even the remote possibility that it could be their fault. And have the courtesy to take care of the problem or even at the least offer to share the cost of fixing the problem. Thats just plain bad service. For a premium brand like Acura.

Sarvi Shanmugham Aug 6, 2015

The purchase was a great experience. Brian Plowman, our sales person, wasn't pushing but simply continued to provide all the information we need over several months when we were searching. He would trying to accommodate my wife's ever-changing preferences and holding different cars for us to make sure we get one in an earliest manner when we decided to go with it. No hidden cost, no push for features we don't need. A trustworthy person. The area of the service department isn't laid out as streamlined and organized as Toyota Sunnyvale and Toyota Piercey where I take my Toyota cars for services. But it is still better than many others. Certainly there is room for them to improve in this area. Front desk people in the service department appear to be overloaded. Twice they left me waiting for the services to be done until it was a half hour over and until I went to follow up just to find out the completion notes had been at the bottom of a big pile. Some poor experience with the Acura Care Service contract. But it is more related to Acura USA corporate. They cancelled my contract by mistake and gave my money to someone totally unrelated. They are quick to cancel your service, but when it comes to correct their error, they make you call one phone after another, each would keep you waiting for "the next available customer representative" to become available for 20-30 minutes, and then transfer you or ask you to try other numbers and to talk to other persons. The phone number they put on the cancellation letter for you to call would be simply a joke. It takes you no where. Often times their transferring failed and you would have to start over the calling and waiting again. In my case, I would have talked to so many people, John, Jared, Jessica, David, etc. calling all different numbers, 888-682-2872, 408-2477422,866-950-2439, 800-445-1358, etc. A person named Tiffany with phone number 866-950-2439, was finally identified, but never called me back. It took me 6 weeks, calling them and e-mailing them on a regular basis, to get the contract re-instate, fortunately with diligent assistance from a financial person of this dealer Some serious management problem at the corporate level of Acura USA as I am seeing. The dealer is doing fine job though.

Jason S Jan 23, 2014

This is the worst customer service shop there is to exist. These guys are horrible. I cannot reiterate how bad these guys are. I purchased 2 brand new vehicles here and sadly, after my 2nd new car purchased here, I am never coming back. Matter of fact, I shouldnt of purchased a second car from here. I purchased a brand new 2010 Acura TL w/tech second time around and with only 100 miles into it, the pillar by the driver side started to rattle/crack. I brought the car in over 7 times and they never fixed it. They always gave me the we will look into and get if fixed. I can assure you that never happened. Sometimes, I even felt as if the car just sat there for a day or two without an attempt to fix it because I always received it the same way I dropped it off. The rattle was still there. My third attempt to give them the car to fix, I received it with greasy black fingerprints all over the sides, and my leather steering wheel with a deep scratch into it. Not only did they fail to fix the issue or at least acknowledge they are not professional enough to repair the issue, they return the car with dirty finger prints! These guys have no clue what customer service means. After 10 months of giving them the car to fix, I became fed up so I contacted Acura client services to help with this rattle issue as it just became too annoying. The Acura rep that came out was just as bad as the dealership. He refused to acknowledge the noise although he clearly heard it several times over a 20 minute test drive. He refused to help and even more, he told the dealership to not even look into it. They said to leave the car overnight and they will look into it the next morning and will give me a call with an update on the status. The next day, I didn't receive a call as they promised to provide an update. Instead, I decided to drop by the dealership just before they close at 5pm the next day and this service guy named Dave Jocius says its not worth looking into! I was amazed! Bottom line: if you want to waste your time, waste your money, get lied to, deal with difficult people, have to work people who believe providing you customer service is an honor, this is your stop! NEVER come here if you expect to work with real service reps. Look into BMW, Infinite before Acura..

aa21 Jan 15, 2012

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