Acura of the Rio Grande Valley — Local services in San Juan

(2023) I encourage y'all to read my first review below. Things have CHANGED at ACURA of the Rio Grande Valley. The GM Ben and the rest of the staff made up for my previously negative experience. I am pleased to say that I'm glad I gave them another chance. If you're in the market for an ACURA, see Ernie H. and Ben at this dealership. You'll be glad you did.

On Friday, September 3rd (2021), I reached out to chat with a rep (likely a bot, come to think of it) well after business hours. I was actually surprised at the response I got. I explained that I had been checking out their inventory online and was interested in a particular vehicle. Since it was after hours, they scheduled a test drive for the following morning and told me that the sales folks would provide additional information the next day.

On Saturday, 9/4, I received two emails from the Internet team. I was told that the vehicle WAS still available and given the list price. I arrived a few minutes late for my test drive appointment, but there weren't any other customers around as far as I could tell. Since the vehicle I was interested in specifically was on the showroom floor (2022 ILX A-spec), the sales rep, Carlos, allowed me to test drive another ILX which he assured me would drive identical to the specific model I wanted. His explanation of the car's features and his presentation was excellent. I explained that I had two other stops to make that day (two other cars to test drive), but that I would likely return later that day. I was introduced to Marco A. Rodriguez, the New Car Sales Manager. During our conversation, I explained that I was a member of several groups: I'm a veteran, a union member, an AARP member, a AAA member, and an educator. I wanted to see if there were any discounts or programs for those groups. He implied - but didn't state outright - that they try to "take care" of veterans.

The car I was looking at was significantly more expensive than what my initial idea was when I started car shopping. However, my bank had approved me for more than I expected and it appeared that I would be able to afford the additional cost. I justified it by considering the pleasant experience I had that morning and the fact that Acura is a luxury car.

Upon my return later that afternoon, the mood had changed significantly. There were MANY customers milling about. I met with Carlos again and asked if we could get the ball rolling to do the deal on the vehicle I wanted. He informed me that there was another potential customer interested in the vehicle I wanted who was coming in that afternoon. I thought that was kinda suspect, but considering it appeared like a good deal and a very nice vehicle, I wasn't really too surprised. When Carlos presented me with the cost of the car, it was $8,000 higher than the price I was given via email; even AFTER calculating my trade (about $1,100). I protested. I was told that there was a significant mark up since the vehicle I was interested in was the only one of its kind in the RGV (um, they all have four tires and a steering wheel, right? Not so unique, really . . . ) and since there was an overall vehicle shortage, they had jacked the price up. They told me that they were not allowed to post the ACTUAL price of the vehicle on their website (Gee, I wonder why?) and that there was NO negotiating on the final price.

Yup. I'd been HAD. The ol' "bait and switch".

After thinking about it some more, I'm wondering - but I have no evidence to prove this . . . YET - if they brushed me off so they could muscle out the young, female Internet sales rep that first made contact with me. Surely, she would have been in line for some of that commission had my deal gone through.

Not only should they not treat veterans this way, they shouldn't treat ANY customer this way. I knew I was batting above my average in trying to get myself a luxury car, but if this is how more well-to-do folks do business, then I guess I'll stay firmly rooted in the working class.

Shame on...

This place was a real nightmare. I've bought a Honda from Honda dealership, a Lexus from a Toyota dealership and a sedan from a mom-and-pop place and this was by far the worst experience from customer service to professionalism. I was asked to come see a car that they had already sold when I went on my day off. So they showed me a different color. They sent me on my way when I didn't agree with the price, either, of the color that I didn't even want. Interestingly, when the price dropped a month later they never contacted me. So I called them since I was still shopping for a car. The next salesman was very helpful in pretty much sealing the deal until he quit. No one followed up after he quit either, being that I was still lacking of the deal (had not picked up the car or put the down payment.) I would think telling me who was taking over would be important to make sure everything got finalized. There was an on going issue with this Lexus that I had mentioned and supposedly had been in service for- per my request ( that would make two services- initial inspection of vehicle before being up for sale, and re-balanceing to rid of the vibration now.) But this still wasn't fixed when I insisted they pick me up already so that I could finish the deal. I did my part, never met the GM although heard he was concerned, yet he never called me. I even gave them another shot when they said they wouldn't fix anything else on the car unless I put a down payment. So that evening, before I put the down payment, I did a walk around on the car to find 3 good tires and one bald tire! Hello! Wouldn't this have been the reason for the vibration but no one caught this? Also, had it been inspected once as an Acura dealership "standard" and twice since they "rebalanced/re-aligned the tires". The only thing this place excelled at was wasting my time. Since they had picked me up, and clearly the car wasn't deliverable still, they were gracious enough to send me home in a loaner car. The next day I expressed to GM in e-mail that it wasn't necessary to go any further in fixing anything unless I spoke to him in person. This was his first attempt to call me, ever, to tell me he wouldn't be available- PERFECT! He said had ordered 1 new tire, however. When I told him everyone knows tires come in pairs- not singles, especially after all I had been through with this on going vibrating and not to mention it is a Lexus IS so they are known for a smooth ride assuming the tires are perfect/close to perfect (sure as heck not bald), he refused. He also told me I could have my money back if just 1 tire was a deal breaker. Apalled after all I had been through, I told him I didn't want the car then. He said sorry and I said sorry, and he hung up on me! This was obviously not a sincere apology. I am waiting for my refund, and no one has called me back since he hung on me. This was the most unprofessional experience, even...

Not a fan of the service department. Cannot speak to the sales department. Brought my car in to be looked at regarding a known issue with all Acura. If you own an Acura you will have transmission problems. The Acura transmission computer needs to be reset ever so often or it will tell you to pull over and once stopped the computer will not allow the car to drive until the reset occurs. At some point the transmission computer needs to be flashed (software removed and reinstalled). My father brought the car to the dealership so they can perform this task, nothing else. The car just sat there for 3 days and the excuse, “the garage is full.” For 3 day no one could look at my car and do what I asked? On the 3rd day I was pissed but remained calm. I called the store and advised the service associate to put my car in front because I will pick it up and find another way to solve the issue. My plan was to drive the car north to another dealership. The associate seemed surprised and asked if I didn’t want anything done to the vehicle. I responded, no, because every time the care is there your technicians always fine 3k or 5k or 8k of more work to be done outside of what I am asking to be done. I pick up my keep from the receptionist with a bill attached. The bill states that all the lights on the dashboard has been addressed, multipoint inspection completed and a complimentary care wash. Lights were indeed gone, no inspection report present and the outside of the car was filthy and never actually washed. I stated the car and all of a sudden there was no transmission issue. The car was running fine almost like they knew what was wrong and exactly what was needed to fix it. If you have an Acura trade it in for a better car that won’t give you this kind of headache. I am grateful that the transmission is working properly now but I am never taking this care back to the dealership and I am never buying another Acura.

P.S every other time my car went to the dealership it came back with more problems. Such as bolts being loosened from parts that were never changed, oil being low when no oil change was requested, battery terminals loose and can be removed easily, Air intake tubing cut, bolts holding cooling fan loose, control arm bolts lose es, control arm bolts loosed. This was a car I gave my father to drive and he trusted to dealer service center but they are filled with people willing. To do subpar work or intentionally sabotage vehicles so we come back. If you have a Acura recently serviced by them take it to a different mechanic and watch how many lose...