Sterne Acura — Attraction in Aurora

Update at bottom

While the purchase/lease of our vehicle was nothing special or out of the ordinary, our last experience with the dealership's service department was far less from par. When we originally leased our 2020 RDX, the dealership provided us the opportunity to purchase a service package which (in their words) meant that all service charges (parts and labour) would be covered until the end of the lease. Mario, the finance manager responsible for selling the service package, used the words "you will never need to worry about service costs for the term of your lease". We aren't car salesmen or mechanics but we understood that aesthetic items or services like swapping winter tires for summer tires were not included, and we were perfectly fine with that. However, what Mario failed to mention was that the plan only covered required services and did not include recommended services which is contrary to his original commitment during his sales process. A couple of weeks ago we brought our RDX in for service. It's the first time it needed something other then an oil change. My wife dropped off the car and waited at the dealership. At no point was she informed that the service being done included an item that was not covered. When the service was done and my wife went to settle the invoice, she mentioned that we had a maintenance plan on the vehicle (which they should have checked for in advance) and that there shouldn't be any charge for the visit. The service representative informed her that part of the service was not included and proceeded to provide her with an invoice for $120. She questioned the charge and was provided with the explanation that the maintenance plan only covered required services and did not include recommended services. My wife asked why she was not told that the service was not required and given the choice of whether or not to do it. No response was provided. At this point, Sterne Acura had our car, and the invoice needed to be settled for us to get it back, so needless to say, we didn't have a choice. We reached out to the General Manager David Horvath and provided him all of the details of our recent experience in the hopes that he would be able to provide clarity and possibly remediate the situation. We exchanged a couple of emails back and forth which resulted in David taking absolutely no accountability, saying that the dealership did nothing wrong and that there's nothing further that can be done even though nothing had been done up until this point. I'm not sure that making verbal commitments in an effort to sell a product and not informing the customer of services and charges being applied ahead of time is acceptable behavior in any industry. Our immediate family collectively have leased four vehicles (two ILXs, a TLX and an RDX) from Sterne which obviously means nothing from a loyalty or customer service perspective. I would warn potential customers about their sales and service practices as they need to do some work on their transparency efforts. It’s quite disappointing to say the least.

Update

Alex Sterne, the owner's son, called and acknowledged our concerns and remedied the situation. We appreciate the time taken to discuss. As a result the rating has...

I am compelled to share my recent experiences with Stern Acura in the hope that it will prevent others from encountering similar issues. I strongly advise against engaging with this dealership, as I, along with anyone I know, will refrain from purchasing any vehicles from them in the future. The management's approach to customer service appears to be contingent upon the absence of complaints about vehicle quality and service standards. My experience was characterized by a series of unresolved issues that culminated in significant safety concerns, including the shattering of the rear glass attributed to a voltage problem, ongoing audio system malfunctions, and persistent brake issues that were inadequately addressed after multiple visits. Despite my attempts to communicate these concerns through Acura's NET PROMOTER survey, which I filled out in good faith, I was met with unprofessional treatment following the submission of my feedback. Prior to this negative encounter, I had scheduled an appointment for tire replacement. Upon my arrival—after a 36-minute commute—I was informed that the tires had not been shipped, with no offer of an apology for this oversight. On another occasion, when I required brake service, I waited over 45 minutes only to be told that my vehicle had not yet been attended to. This delay caused significant inconvenience, as it disrupted my daughter's ability to attend a crucial medical examination. My vehicle, which is less than 1.5 years old, has presented an alarming number of issues, prompting me to question its quality. When I inquired about this matter, I was dismissively told that it might have been "manufactured on a long weekend." Despite my efforts to escalate these concerns to the Acura corporate office, the staff there, while courteous, were unable to facilitate any meaningful resolution. As a long-standing Acura customer, I ultimately decided to part ways with my vehicle. I am pleased to report that I have since purchased the same model from Acura Thornhill, where I received exemplary service. The management, particularly John, exemplifies the respect and professionalism that should be standard in customer relations. I hope my experience serves as a cautionary tale for potential customers considering Stern Acura in Aurora Ontario. I am so happy to be living in country where there is freedom of speech, movement and religion without...

Terrible customer service. I brought my car in for an oil change. I didn’t purchase my car from this dealer because the service I received was terrible and I didn’t want to give them my business. I drove to Markham and purchased my car there. I decided to come to this location and give them a second chance. I contacted them couple days before. I spoke to a lady and I told her it was my first time at this location. She didn’t seem like she understood English. I repeated my name and info for her 5 times. I even spelled my name for her 5 times. She finally confirmed my info. She also assumed that I don’t need a shuttle. How ignorant. When she reapted back my info she stated and you are not getting a shuttle. I was annoyed. When I arrived at the dealer and gave them my info to the guy . He wasn’t able to find my information. I was very frustrated and upset that although I reapted my info for the lady she didn’t even bother to put it in the system. Terrible service. He finally put me in the system and I was able to do an oil change. I asked him that my car is brand new and what services would I require. He said just oil change. I said ok and left. I received a call from the dealer from the same lady who booked my appointment. I asked her why she didn’t reserve my appointment and why it wasn’t in the system. She replied “oh because I was going to be there.” Terrible service,. She later told me that I need a tire rotation and oil change. I told her that the guy at the desk told me I only need an oil change. She said she will look into it and contact me back which she never did. I don’t recommend this dealer. I just went there because I live very close. The service I received was terrible on more then one occasion. They pride themselves as being a Luxury brand but the service...