Norris Acura West

Reviews 3

BR

britney simmons

I really wanted to give Norris Acura auto connect a great review. They were able to come very close to my asking price, they fixed the minor issue I observed on the test drive without hesitation and overall they seemed to be a very customer friendly dealership. Fast-forward to the day I went to sign my paperwork and seal the deal, things began to go downhill. First, they dropped the price of the vehicle on the Internet, but would not honor that price, then they tried to charge me a couple hundred dollars more for the vehicle than the price we had agreed on the night before, but I caught it prior to signing the paperwork. To continue after having the vehicle only a couple weeks I noticed the sunroof didnt work; I cant say whether or not it work prior to me purchasing the vehicle because I dont recall testing it out (it was winter time, my error, lesson learned) Anyway, I called the dealership and told them of the problem. They told me to bring it in anytime the service center was open, and that they would fix it because I had not reached my 30day/1k mile warranty . So I took the vehicle in to be serviced. My sales rep wasnt in so i spoke to one of the managers at the front desk (he was very rude and unprofessional , he didnt even look up from the computer to talk to me). He then sent another manager to talk to me. This managers was much more friendly (so I thought) and told me to bring my vehicle back on Monday and he would get it fixed. On Monday I took the vehicle back to the dealership and spoke with the manager, he tells me it will be a couple hours and he would give me a call when it was done. By the COB that day I didnt receive a call so I decided to call them. When I called I was told that the service dept was closed so Id have to call back the next day, I call the next day, they inform me a part is being ordered, I call the next day to check the status and Im told my vehicle is still not ready. By Thursday Im fed up, one because Ive just paid them over 25k for a vehicle I was not able to drive and 2 because their communication was very poor (Theyd had my car for 3 days and not one time did they call me and give me an update.) On that Thursday when I called, I was informed by the CSA that the part hadnt been ordered and that they had just received approval to fix my vehicle and that it wouldnt be complete until Tuesday or Wednesday of the following week. All the time the service manager and my sales associate were lying to me! A part was never ordered my vehicle was just sitting. When I addressed the sales manager about the issue he said that I would not have had this issue if I had purchased the extended warranty. That was an absurd and very unprofessional response. It took them 2 weeks to put a new sunroof motor in. 2 weeks!!!! And not once during this 2 week period did I ever receive a call from the dealership to update me on where my car was. At one point they even stopped answering and returning my calls. Then when we went to pick the vehicle up the sales manager had the nerve to slide my keys to my fiancée. I WILL NEVER RECOMMEND ANYONE TO THIS DEALERSHIP. VERY RUDE AND UNPROFESSIONAL STAFF!

JA

Jay West

Im not really sure which experience I should list but Ill start with the latest and final. On December 15, 2015 I took my car to the shop because it started bucking and seemingly to stall when pulling away from a dead stop. The "mechanic" hooked the car up to the diagnostic computer however there were no returned "fault codes" therefore they didnt know what the issue was and needed to keep the car so they could do some "real mechanical" work in diagnosing the problem. I get a call a couple of days before Christmas telling me what they "believe" the problem is and how much it will be to fix it.They believed that the Throttle Position Sensor needed to be replaced. A week later, I went to pay for the car and pick it up. I get into the car to drive off and what happened? The car started bucking and stalling! I couldnt even drive it off the lot. I go back in and explain what just happened and they handed me the keys back to the loaner car and told me theyd call me back when they found out the issue. A few days before New Years Day I get a call stating that after placing a few calls and talking to a few "master technicians" they were told that the car has a faulty transmission and that it would cost just under $5K to replace. My car was just out of warranty by 1 year (as it JUST hit 2016. . how ironic). The car had only 80K miles and should not have been at risk for a transmission issue and I honestly didnt have the money to pay for it, so I picked the car up on January 6, 2016. I asked for a refund of the money paid for the TSP and was told that it will take about 10 days because the check has to come from Acura and not the dealership. Fast forward to January 29, 2016. I get a call from someone in the service center asking me about my satisfaction of my car service. What a way to rehash a disappointing situation! I told the young lady that the shop needs to keep better records because obviously my car wasnt fixed. But since I had her on the phone, I wanted to know where my refund check was. She was caught off guard by the question and asked if she could call me back after looking into it. She told me that she would call me no later than noon. Needless to say, I never got the call so I sent an email to the dealership. The response sent to me was a chain that obviously went through several departments. It merely said "Was mailed on Friday". So recap: "Mr. West it will take about 10 days because the check comes from Acura and not Norris Acura West". But the check was mailed out from Norris Acura West on Friday, January 29 AFTER I inquired about the check that should have been sent out on January 6, 2016. I dont believe there is no need to state the obvious: Norris Acura West has lost a customer in me. The unprofessional-ism, the lies and the inability to diagnose an issue unless a computer tells them what the issue is, are just some of the reasons why. [sidenote: a mechanic instantly diagnosed the problem as being an engine issue and nothing related to the transmission. . .go figure].

A

A Private User

I recently purchased a 2012 from Norris Acura. I worked exclusively with Mr. Drew Hughes, Norris’ Internet Manager. Overall the experience was about as painless and pleasing as any automobile purchase can be. Unlike many area dealerships, Mr. Hughes provided a highly competitive price quote within an hour of my initial email inquiry. Mr. Hughes followed up his initial response with a series of quotes for other models and trims. I found it quite refreshing Norris did not require a telephone number before they would provide a quote not did Norris try to get me to visit the dealership to obtain a quote. If you are like me, a major reason you contact a dealer via email is to avoid having to spend time talking to a sales person. Personally, if a dealer will not provide a competitive quote in response to an email request I conclude that is a dealer to avoid. There are dealers, like Norris, that recognize a fair and courteous response to a potential customer’s email request can have positive results, sometime instant and sometimes in the future as people often remember such dealerships. Considering the price quotes provided and the courteous nature of Mr. Hughes responses, I visited the Norris dealership a couple of days later. I really did not intend on buying that day. However, Mr. Hughes honored his email quote and met my goal regarding the value of my trade-in vehicle, which was basically the Kelly Blue Book value. There were no surprises as the quote provided included everything (vehicle cost, fees, taxes and tags). To sweeten the deal a bit, Mr. Hughes included a couple of minor items for no cost or at a nice discount. The overall courteous nature of Norris’ approach, as displayed by Mr. Hughes, to sales extended to the finance office. Unlike so many dealers, Norris’ finance person did not try to “persuade” me to purchase the dreaded overpriced finance office items (extended warranty, paint protection, insurance, etc.). All the finance person did was mention them explaining he was required by legal concerns to offer them to everyone. We all know dealers pay about the same for their vehicles and can, if they choose, sell their vehicles for a similar price. Unfortunately, many dealers resort to a variety of games and tricks such as incremental price reductions, turn-over, lowball trade-in values, and high pressure comments like this price is only good for today. Norris appears to be a dealership that does not engage in such practices. I suggest anyone interested in a new Acura at least give Norris a try. After all, what is to be lost.