Acura of Seattle — Attraction in Tukwila

I had the worst experience with the service department of this dealership and unfortunately that has impacted my choice to buy/trade from the sales team as I want nothing to do with Seattle Acura again. Long Detailed Review 12/7/2024 I took my car to Acura Seattle for my routine oil change after having moved here from Las Vegas. As soon as I arrived, I was told 2 people called out and they were short staffed and behind. No problem as I was in walking distance to work. I asked to also have my wiper blades replaced. I was given an estimate of $130, when I asked why, Dary Chum, Service Consultant broke down the cost and it included the price of wiper blades. I mentioned that I was surprised because in Las Vegas wiper blades are free. Dary said oh, well not in Seattle. I declined the blades, not due to cost but due to poor customer service. My Acura expectation was that they would say sorry we don't have the same policy but we'll comp them today but, in the future, there will be a cost. Later that day got a call from Dary stating that my oil pan drain has crossed threads from being over torqued by my last service. I thought, no problem as it was performed by CardinaleWay Acura Las Vegas. Dary also advised that this could cause an oil leak and create bigger problems, therefore recommending a replacement oil pan for the total cost (parts & labor) of over $1000. He then asked, “so are we replacing it today or not”. With that being said I had 3 main concerns. • I've been told that Acura tools are calibrated to prevent over tightening, if that's the case how did this happen? • I've been told that this issue cannot be submitted under my warranty as it is not a manufacturing defect but rather workmanship error and therefore would not be covered under warranty. • Lastly, why didn't Acura of Seattle reach out to Acura CardinaleWay? To be completely honest I would expect that this matter could be resolved between 2 Acura dealerships with very little input from myself. Acura of Seattle would not reach out to CardinaleWay Acura to assist in getting this matter resolved. Therefore, I began the process of trying to get a resolution to the problem, which took until 12/30/2024. Once I got in contact with Las Vegas, the service manager was reluctant to take responsibility without seeing the car due to the tools they have that prevent over tightening of screws. I explained that I had moved to Seattle, and Las Vegas was the last place to perform an oil change. Without any proof that the problem was caused by Las Vegas and not something that Seattle may have done, he offered to cover the cost of a repair kit. Seattle’s Acura's Service Manager's response: The only repair our store will complete is a full replacement of the oil pan and bolt. Brad Garrett the Service Manager with CardinaleWay Acura reached out to me and explained that Acura dealerships are franchises, and they can handle business how they please. In his frustration with Seattle’s lack of attention and assistance to the problem, he took matters into his own hands and found me a repair shop, worked with them and got them paid for replacement of the oil pan. I was completely satisfied with finding a different repair shop, Greg’s Japanese Auto did wonderful work and were very help. Acura of Seattle were very dismissive of the situation and had no compassion for the position I was as I had absolutely nothing to do with the over torqued screw that may have been done in Las Vegas or possibly by Seattle but either way I was stuck in the middle. The worst Acura customer service I have ever received. I will not use this dealership for any services...

I owned a great 2005 Acura TL in my past and was looking to find another used Acura. My first visit to Acura of Seattle was unhelpful to say the least. My sales representative grew increasingly frustrated with me due to the fact that I was looking for a used vehicle and not a new one. He kept on pushing me towards a new vehicle or lease. This ultimately led me to walking out frustrated and upset with the lack of help I received. The customer service was surprisingly unprofessional. I inquired online about a vehicle on “Edmunds”. A young determined sales representative from Acura of Seattle reached out to me. She grabbed my attention with the level of tenacity to find me a vehicle that would work. I came in again a few weeks later, found a vehicle and purchased it. Purely based upon her interest in helping me out. The sales manager offered me a price and APR I was satisfied with. The financial representative could not find a bank that would finance this vehicle (Good credit, but negative equity on trade in). That wasn’t the problem, the problem was that nobody was telling me anything. There was a strong lack of communication. I only found out I wasn’t financed yet because an automatic payment for my last vehicle came out of my account. This was frustrating because the reason for purchasing this vehicle was to save money. I made the decision to come in and get another vehicle because it was obviously the wrong one to try and finance. I found one quickly and we got to an agreement. After I agreed to purchase the vehicle I was practically forgotten. I sat there for awhile without any contact. Another customer test drove the car I already agreed to buy!! After I signed papers I asked about the car getting cleaned and prepared. No response. I got tired of waiting for hours so I went out to the car and I had to be the one to take off the stickers and advertisements on the windows (warranty disclosures, year and model stickers.. etc). The car was dirty on the inside and outside. The windows were very hand printed and gross. My sales representative was nowhere to be seen and I just drove off after waiting for another 30 minutes.

I genuinely haven’t had a worse car buying experience. I caution anyone looking for a vehicle...

After my service I was sent a review request that asked that if my experience was not great that I send my concerns to Acura of Seattle first to give them an opportunity to fix it. I sent the following on April 15th -haven't heard a peep. Not impressed at all with the customer service after the sale. I purchased a certified 2018 Acura MDX in November 2019; about two weeks ago I received a voicemail saying I need to get in for service or my warranty could be negatively impacted. I am like, okay there is a pandemic going on but I guess Acura is open. I scheduled my maintenance for April 8th which I was told would include: oil change, filter, total vehicle inspection, and tire rotation. While dropping off the car I am told it will cost $165. I reminded the service person that I was told when I purchased the car that the first service would be totally free. He confirmed this was true and scratched out the charges. I sign off and left. That all appeared to go fine, I picked up the vehicle and was told everything looked great. Then on Sunday April 12th I was washing the car and realized the tires were never rotated because I have a very noticeable ding in the front passenger rim. I can tell you I felt lied to and was furious. Did Acura not rotate my tires because the service was free? Do you plan on adding it on to my next service and make me pay? Why didn't someone tell me this wasn't done? Did my oil and other maintenance even get done? How would I know? When I called on Monday and spoke with Brent Beilke -I did not receive an apology but told it must have been a miscommunication??? Would this service have been skipped if I was paying -frankly I believe I was misled and should receive at minimum a free tire rotation at my next service. Or better yet my next service should be free and someone in management should ensure that all of the maintenance is actually completed. I hope to hear from someone on how this will...