Recent Reviews from AutoNation Acura Stevens Creek

Preface: I never give negative reviews. But, I had a tremendously unbelievable experience this week that I still have a hard time believing happened. I called at 10:00am and asked if any appointments were available. The receptionist told me to come in at 3:00pm and requested information about my car. I arrive at 2:45pm to a disappointed-looking valet who said there was no appointment and that if I dropped my car off, I could have it back tomorrow morning. This was tremendously disappointing because I don't have often have a free weekday to handle these types of chores, but what really got me was the treatment by the person who was sent out to explain to me why I wouldn't be treated any better. I won't name her personally because that's wrong, and although her customer service was regrettably absent, I believe this is a larger issue of treatment born out of the idea that these facilities need to overbook appointments in order to maximize profitability. The woman tried every excuse in the book to call me a liar: she requested to see my telephone to see what number I called, she pretended that the google listing I pulled up wasn't theirs (there are no other Acura dealerships and amusingly, we were standing under the very service entrance that was pictured, lol), and then she told me how many other cars with actual appointments were in front of me (there were 4). Somehow the irony was completely lost on her that all of the cars with appointments were all overbooked into the system and not being worked on. When I told her that I couldn't wait 3 hours for my car because I have to pick up my 10 month old daughter, she said, and I quote, "Yeah, well do you know what I have to do after work today?!" Listen, I'm sorry that you're dealing with what you're dealing with, but I'm not stopping anyone from completing tasks. As a customer with a scheduled time slot that I planned my day around, I do have to choose between maintaining my vehicle and handling other tasks, not you. I was mislead, lied to, and treated as though I was a liar, and that's a particularly horrible way to treat paying customers. Little do they know that my wife is currently shopping for a new car. I guess I'll be taking that business elsewhere too. Just as a note so that people can see where I'm coming from. When she gave me the option of sitting in the waiting room as a walk-in (3 hours, according to her, which by the way, was a huge favor to me... lol), I simply asked for my keys from the valet and apologized to them for being frustrated because I thought that was the right thing to do as people. Afterall, it's not her personal fault that she's pushed into overbooking appointments and then pretending that they don't exist, but her response? Nothing. This location appears to have woefully lacking customer service. Hey guys... listen, we get the business. But instead of calling your customers liars and looking at them with disgusted looks on your faces, just level with them and let them know that something happened and they're backed up. Here's a voucher for an oil change and a card with my name on it. Create an appointment for the guest and ask them to ask for you when you arrive. You create life-time customers with good customer service like that. On this day, though, this wild experience cost them a customer and countless dollars. And why in this day and age would you handle yourself like that when social media reviews exist? I'll find somewhere else to take my money and this business would be best served training their associates to handle their errors. You don't insinuate that your customers are liars when you mess up.

J. Moore Apr 9, 2019

Never again! With Acura Care plan I visited this dealership a few times, and everytime the service agents pool was completely different. It looks like this dealership completely change all service agents every year or two, and it does not care about professionalism of new service agents they hire. My last experience was a regular A1 service covered by the Acura care plan after 1 year of previous oil change. The service agent was Carlos R. and I DO NOT recommend this agent, as he was unprofessional and pretty rude. He *rejected* A1 service based on the minder showing 30% of oil life despite the last oil change was 1 year ago. Carlos R. told me that the minder should be 15% or less to get oil change without any other conditions, in order to get oil change covered by the service plan. So my A1 service did NOT happen that day, and I wasted my time scheduling the service and visiting the dealership (30 miles round-trip, btw). I called Acura Care customer service later, and they confirmed that my A1 service SHOULD HAVE HAPPENED that day with 100% coverage of Acura care plan. The rule is "oil life minder showing 15% or less OR after 1 year of the last oil change". I visited a different Acura dealership after such confirmation and got the A1 service 100% covered by the care plan. So Carlos R. from AutoNation Acura Stevens Creek was very unprofessional, since he did not know about basic Acura care plan rules, while it should be basic knowledge to get service agent position in a dealership. Another item I'd like to add is the quality of car wash of AutoNation Acura Stevens Creek dealership went worse and worse every time I visited them: during my 2-3 previous visits my car roof was not washed at all, and rims were just partially washed. Everytime I had to complain about such low quality of car wash without any reasonable changes on the dealership side. For example, in 2017 they sent me a follow up email after similar service visit asking a feedback with direct manager contacts. I replied with concerns about car wash quality and did not get any reply from them for 2 months. Again, I wasted my time even for providing a feedback with real concerns, which were not resolved. Another concern for finance department: I was not able to reach out a finance agent by phone for a month (!) calling them almost every business day. Every time I called and asked to route my call to finance department, I wasted my time online for an hour without any success. They also never called me back despite I asked many times. It looks like they don't care about customers unless you're buying a car. I had to visit the dealership in person to deal with a plan cancellation. So, I'll never visit this dealership again.

flyerrok Mar 28, 2019

On 1/18/2019 I brought my car in for service (oil change and tire rotation) at AutoNation Acura, Steven Creek. When I scheduled my appointment on line, I also requested the complimentary shuttle service. Mr. Mathew St. John the Service Advisor, who checked me in for the service, informed me that the fee to diagnose the cause of Check Engine and VTM-4 indicators turning on will be $190. The $190 diagnosis fee will be credit to the repair if I decided to do the repair. Since I did not want to wait 3 to 4 hours for my car to finish the service and diagnosis, I requested for the shuttle service. Several minutes later the shuttle driver (Joe) told me he could only send me home not picking me up from home later. I told him for the last 15 years I have been getting shuttled to and from home without any problem and if I could not get a ride back I would postpone the service today and come back until I can arrange a ride. Then Joe started to ask me what kind of service I was in for and how much I would be spending for the service. I told him about $300 before any repair. At the moment, I felt strange that the shuttle driver will question my service and its cost before he would shuttled me. Then he went back to service advisor to get an OK to pick me up from home. A couple hours later, Mathew St. John called me at home to inform me that the diagnosis showed that the cause of Check Engine and VTM-4 indicators turning on was because the car needed the valve adjustment which will cost $600 after crediting the $190 diagnosis fee. In addition he also told me that my car will need to replace 4 tires with alignment, front brakes, filters, Axle boots and front end boots. The cost of repair/replacement estimated to be $3500. He told me if I don't do the valve adjustment today the $190 diagnosis fee cannot be credited to the repair even if I come back a few days later, because different technician may be working on my car so the cost of valve adjustment will be $790 instead of $600. It is incredible that the diagnosis done by one technician is not trusted by other technician in the same company. It does not make any sense at all. At that point, I told Mr. St John that I will not do any repair and just do the service plus $190 diagnosis. He said in that case, no shuttle will be available to pick me up from home. Then I demanded to talk to his manager or I will sue him. He put me on hold for a few minutes and came back and said Joe will call me. Two hours later Joe came and picked me up. I picked up my cat after paying almost $300 for the routine service and the diagnosis. It is very clear to me that Mr. St John would use high pressure technique including withholding the shuttle service in order to make customer commit to the recommended repair. No customer should be treated so badly and disrespectfully. For that reason I will no longer trust my car to be service or repaired by AutoNation Acura at Steven Creek nor will I buy another Acura from AutoNation.

Tun Tan Jan 21, 2019

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

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

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

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

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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