I have absolutely nothing positive to say about the service department at Courtesy Acura--aside from the fact that Vanessa, Chris, and, before he left, Connor were all decent enough to acknowledge and take responsibility for the endless mistakes made by their so-called "certified" technicians.
I've owned several Acura's but switched to Lexus long ago because their cars are built better, and their service is miles ahead of anything I've ever experienced here. Lexus may cost more, but it's worth every penny, and with every frustrating visit to Courtesy Acura, I find myself appreciating Lexus even more.
Since my daughter refused to switch to Lexus, I've been stuck dealing with this abysmal dealership every time her car needs service, and it's a nightmare every time. I've never had a service department screw up a car the way they do at Courtesy Acura. Let me make it clear: this is the last Acura we will ever own.
Every time I bring my daughter's car in for routine maintenance--rotating & balancing tires, replacing brake pads, etc.--it turns into a disaster. They somehow always find a way to mess it up. I've had to return twice or three times just to get them to do simple tasks correctly. These aren't complicated repairs! And every time I go back, I'm bombarded with texts & emails asking me to leave a glowing review about how "wonderful" they are. They've been lucky I haven't left an honest review until now. Actually, I tried once through the link they provided, but surprise--my review never got posted.
If you leave a negative review through the link they provide from Reputation.com, there's a high chance it won't get published. That's why the reviews you see are artificially inflated due to actively censoring any negative feedback. Reputation.com pushes for favorable reviews, but if you've had bad experiences like we have, they use this service to filter out negative feedback.
I'm not using their review link this time. This is my unfiltered opinion. I can't possibly be the only one who's had this experience. These issues happen every time I bring the car in. Not once have I ever gotten my car back with the problem fixed. Not once.
They've broken things they shouldn't have even touched. Once, when I picked up the car, the driver-side door handle assembly was sitting on the floor mat, and the car was squealing every time I turned left. They've left things disassembled, based service recommendations on someone else's car entirely, and sent me repair photos and performed repairs on our car based off issues from a completely different vehicle.
Once, when I picked up my car after it had been worked on, the technician named Jay broke the cell phone holder while taking the car for a test drive--essentially a joyride.
I picked up the car once and found puddles of water in the rear floor mats--either because they left the car out in the rain with the sunroof cracked or ran it through a car wash that way. Unbelievable.
But they would always tell me the technician and service manager "test drove" the car and everything was perfect--only for me to have to return it because the problem was worse than before I dropped it off. Every. Single. Time.
To top it off, Acura discontinued support for the AcuraLink services built into the vehicle, offering no explanation other than they're using new chips and won't support the older ones in a six-year-old car. This was one of the reasons we bought this vehicle, and now they won't even replace the outdated chips with their newer technology. It's utterly nonsensical. I'm done with this dealership, and I'm done with this brand.
Honestly, I have no idea how anyone has the patience or time to tolerate such sheer incompetence. It's mind-boggling. I've held off on leaving a bad review because, eventually, they'd "make it right"--sometimes, even if I had to take the car elsewhere to get it done properly--but enough is enough. It's time to share an honest review of this dealership. read more