Norm Reeves Acura of Mission Viejo / Newport Coast, California

Rating: ★★★

Auto Repair & Service, New Car Dealers

Address: 28802 Marguerite Pkwy, Newport-Coast

Postal code: 92692

Phone: (949) 347-0500

Salesperson made false promises just to get the sale. The CD was stuck which did not allow us to listen to the radio and the visor on the driver`s side would not fold down. We closed the sale of the vehicle after the service department was closed and he verbally promised that the items were an easy fix and asked us to bring the vehicle back at a more convenient time. At the time, we were very satisfied with his ser... view morevice and professionalism not realizing that we should have had him write his promises down because the following day, he denied telling us that this could be fixed at no cost to us. I work for a bank and I understand how important it is to provide the best customer service and making good on my promises because I know that I represent the reputation of my bank. Apparently Norm Reeve Acura of Mission Viejo does not care about their reputation. I called the salesperson, Nick, and he started to become very vague about whether or not he can get the items fixed since we did not put it in writing. He still suggested that we come down and have the service department look at the vehicle. I called the service department and spoked to Amanda. She asked what the problems were and who was my salesperson and she would get back with me. Later that day, she left a message and stated that the problems with my car had to be referred out to the Mercedes-Benz dealership. She had placed a call to them and would get back to me. After 5 days with no word, I had to call her back and remind her of my situation. She said that she would follow-up on this and get back with me. She called back the same day and told me that after talking to her service manager, I could take the vehicle to Mercedes-Benz dealership and have them work on the vehicle and the bill will be taken care of by Norm Reeves Acura of Mission Viejo. I repeated everything she told me She confirmed and asked to me call her before I went to the dealership. I called the Mercedes-Benz dealership and they suggested that I make an appointment and give all the details to the service person, Christian, when I arrive. The morning of the appointment, I called Amanda to inform her I was on my over there in 1/2 an hour. I got a message machine and left a voice mail. I left my vehicle with the instructions Amanda gave me and provided her phone number. I did not hear from Christian until the next day in the afternoon telling me that there seemed to be a problem and he was waiting for Amanda to call back. I called and also left a message. Apparently we were getting the runaround. The service department had to wait until someone talked to the salesperson again and he was not in until the next day. We had to wait another day wondering what was going on. The next day we finally get an answer. The salesperson is denying that he made any promises even though at the time my husand was test driving the car, he mentioned getting things fixed in front of him and my son. I am very disappointed that the salesperson is behaving this way and even more so in the company. I had thought that Norm Reeves Acura was a very good reputable company and what ever differences there were, they would make it right for the customer. At the bank, we always make it right by our customer because at the end its the customers happiness that counts and keepsm us in business. We were sent to the Mercedes-Benz on a false pretense and hope that everything would be alright. We originally came to the Acura dealership to look for a possible car for out soon to be 16-yr old. We have two older boys that currently own Acuras and have been very happy with the vehicle. When my husband saw the Benz, he thought that he would my boy`s vehicle on the back burner and surprise me with the Benz as a gift. We will not be coming back to Norm Reeves for the other vehicle if this is how they treat their customers. I hope all future potential customers beware and go elsewhere for their Acuras.

HelenBloom / 5/4/2013

lexus used was not too good on lot. great cars and never lets you down. hows the battery warranty?

birtcr / 2/3/2008

high class and will do anything for a sale. love them for that

birtcr / 2/3/2008

good service and warranty repair high maintenance

birtcr / 2/3/2008

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