AutoNation Acura Hunt Valley

It was like they've never sold a car before. This was the most bungled, frustrating car-buying experience I've had in almost 20 years. I should have done more research before going here - now I s This was the most bungled, frustrating car-buying experience I've had in almost 20 years. I should have done more research before going here - now I see the reviews speak for themselves. The saleswoman, Teresa Cook, was highly incompetent and didn't seem to know what she was talking about (her story changed or was contradicted by the finance office on multiple occasions) and she refused to return phone calls or emails when there were problems with my brand new RDX right off the lot. She definitely fit the "car salesman" stereotype and I don't believe she was being truthful with me on several occasions. The vehicle itself was damaged even before I signed the paperwork; the service department had to fix the moon-roof console while I was there (in the process they dislodged the sunglasses holder spring and it wouldn't stay closed every time I hit a bump driving. I managed to move the spring enough to keep it closed, but it's still not right and I live too far away to drive out there and have them deal with it). I never did receive a follow-up call from Teresa, which is a first for me after buying from many different car dealerships over the years. The salesperson always follows up with the customer to ensure everything is ok, at least if they want a repeat customer. It's just good customer service. The financing process was a total mess. I was told the dealership had been bought out and their computer system was completely screwed up, so I couldn't get my tags that day. I was handed a folder and told that all my signed papers were included; however, when I got home I found the folder empty (it was my fault for taking his word for it and not checking, but so much was going on I just didn't). Since I live far away from the dealership, I was not about to drive there again to pick up the papers. This led to a week-long attempt for the finance department to figure out how to send scanned documents through email (it's 2018, this shouldn't be that difficult). During this process, I was also inadvertently emailed another customer's paperwork filled with personal information. So much for information privacy. After finally getting the scanned copies of my paperwork, I was told that they gave me the wrong papers to sign and that I had to re-sign new ones. They sent hard copies via FedEx with no return envelope or instructions how to resend. So I paid to mail them back through USPS. The next day, UPS showed up at my door asking for the package they were picking up for Frankel Acura. I told them no one informed me that a pick-up had been scheduled and no pre-paid envelope was provided. I told them to cancel the pickup, since the forms were already en route via USPS. After that, it took several more weeks for Honda to receive the payoff for my CRV trade-in. Almost a month out, Acura Financial still had no record of my purchase after I called. I spoke with the finance department again at Frankel and found out that my resigned documents had been mailed from the dealership to Acura and that UPS had lost the package. So now more delays, plus my personal information was floating around the ether. I had to keep reaching out again and again to the Frankel finance department to get updates, since my next due date was already approaching and I wasn't in the system, let alone getting my statement. Finally, a month after I purchased the vehicle, I called Acura Financial and they said I was in the system, but it was too late to bill me directly and that I would have to go back to the dealership to get my August payment settled (Frankel did not reach out to tell me this, I went to them). I was told that they would drive out and pick up a check from me (which is technically before my due date, so I'm having to pay earlier than I should be) and that they would bring my tags along. I'm waiting to see if they will show up today. Though I could have tried to delay the check pick-up, I was afraid that if I didn't get these tags right away, Frankel would manage to bungle this as well. I just want to be done with this dealership and have this nightmare over. Though the finance person I worked with, Tim Brickner, seemed truly apologetic, and I'm sure this was not entirely on his shoulders, this dealership is falling apart at the seams from my perspective. I will not be purchasing another vehicle from this dealership. Update 1: They did come with tags as planned; however, a few hours after they left I received a second set of tags in the mail with a completely different tag number and owner's card. So now I have two sets of tags with different numbers for the same vehicle. I called a couple of times to get this resolved, since again, no one called me back. I am now being told that the tags in the mail are the "correct" tags, so I've been driving around with "incorrect" tags all weekend. They now say they will come back and put the new tags on and pick up the wrong ones. Needless to say, I do not trust that the two sets of tags they are returning for me (the old ones from my CRV trade-in and the new incorrect ones) will actually make it back to the MVA on my behalf. I've requested receipts for everything and have been told by Frank Beatty that I will receive them when they come back out tomorrow. Update 2: The driver did not have the receipts as I was promised by Frank Beatty. I sent the driver away, as I was not about to release those plates without a receipt. I went to the MVA myself to try and turn them in, and the MVA does not have record of EITHER of my registrations. I could not get Frank, Tim, or Greg to return my calls or emails. I finally drove all the way back out to the dealership to deal with Tim directly (while putting unnecessary miles on my lease). He gave me a handwritten receipt, but still would not provide the official receipts that I asked for. He also admitted that the dealership had charged me for two registrations and that they would issue a refund check. As of today, a month and half after purchasing, I still do not have my refund check or the receipt for the two sets of plates that I gave to the dealership. Greg Burnette and Frank Beatty, who are supposedly managers, would not return calls or try to help me get this resolved. This has been one ongoing nightmare, with nothing but excuses from Tim and Frank about who dropped the ball time and time again. No responsibility is being taken and they keep treating me like garbage. I will be contacting corporate and the owner of the dealership. This dealership is completely out of the line and should not be allowed to sell cars! More

Smooth Transaction I walked into the dealareship and was greeted by Fran Meyers. I told him what I was looking for and that I couldn’t stay and asked if he could email m I walked into the dealareship and was greeted by Fran Meyers. I told him what I was looking for and that I couldn’t stay and asked if he could email me some quotes. He told me that he would do a search and email me quotes before the end of day which he did. We were able to communitae via text, email and phone. Fran was transparent, always followed up and got back to me right away when I contacted him. We were able to purchase a nice vehicle at an affordable price with ease. More

Fran Friend at Frankel We did our online due diligence and visited several Acura dealerships. Frankel had the RDX we wanted, and Fran reached out to me to assist. He is ve We did our online due diligence and visited several Acura dealerships. Frankel had the RDX we wanted, and Fran reached out to me to assist. He is very experienced, patient, and kind. We drove from Dallastown PA after work. We had a test drive, went through the car's features, made the deal, paid the man, and were on our way home in our new Lunar Silver RDX in under 2 hrs total. Fran is top notch in every way. We were blessed to have him as a salesman. Jim More

Bad Experience Buying experience seemed to live up to great recommendation from a friend. Then found out the brand new 2018 RDX we bought had a defective transmissio Buying experience seemed to live up to great recommendation from a friend. Then found out the brand new 2018 RDX we bought had a defective transmission. Instead of agreeing to replace the car, we were forced to take the car with the transmission replaced, claiming there was no impact to the value of the car! More

Excellent Professional, reliable, trustworthy....awesome customer service. Returns calls, explains the service and works with you to get your car in and out as Professional, reliable, trustworthy....awesome customer service. Returns calls, explains the service and works with you to get your car in and out as quickly as possible. More

Horrible customer service from Rob Horrible Customer Service. Went to Frankel Acura on Friday, August 19th and test drove an ILX and 4 cylinder TLX with Rob. Was very up front that I Horrible Customer Service. Went to Frankel Acura on Friday, August 19th and test drove an ILX and 4 cylinder TLX with Rob. Was very up front that I was a serious buyer. I told them I had no intention of price shopping if I felt they offered me a good deal - had the price in mind. After the test drive, Ralph came in with a price. It was HIGHER than the flyer from the salesman desk. We told them we didn't want to play games, we just wanted the best price. Ralph went back to his desk and came back with a slightly lower price. We gave him our number and he gave us his best which was a $950 difference and that was his "best price". We declined and let him know that we weren't ok with the price. I contacted a few other dealerships regarding prices. Rob called Saturday, the 20th, and asked if we had thought any further. I said everything remains the same, this is the price and that's what we will pay. Rob said "that's not happening, let me know if anything changes". I replied, will do. I already had another dealer offer me his best price which was LOWER than Rob's "best price". So right there - don't tell me that is your best price. Through talking to the other dealer, there were even MORE incentives (acura financing!) which brought the car LOWER than my initial price that I was willing to pay. I told Rob and Ralph that I wasn't going to take their price to another dealer, and I didn't. I never once shared prices amongst the dealers. I requested best prices up front and the dealer I ultimately purchased from-gave me their best price up front with ZERO games-which is what I asked if frankel. Fast forward - purchased the vehicle from the other dealer - who wouldn't?!?! Frankel was UNWILLING to work with me at all. Today, August 27th, Rob calls to follow up. I told him that I had purchased the vehicle and thank you for following up. He was incredibly rude. He couldn't believe I bought it from another dealer. He was the one who had "stake" in the game. Yes, the other dealer did as well. I told Rob today, I asked for the best price on the 19th, I told you the same on the 20th, BOTH times you refused to budge so as a consumer, what should I have done?! I'm entitled to be sure I'm paying a fair price. I couldn't believe the way he was speaking to me because I chose to purchase elsewhere because THEY refused to work with me on price. Ultimately, he hung up on me. I would have never written a bad review on their unwillingness to work on price until he called today and acted the way he did. It was completely unacceptable and horrible customer service. Bottom line - there ARE other dealerships who will work with you, who want your business, and won't treat you like Rob treated me. Also - I got such a great deal - I bought the V6 TLX. Sorry Rob - you lost a deal. More

Dennis Does the Job For the record, I spent about an hour and a half with Dennis--bought a great car, had a great experience. He knows people, he knows cars. That work For the record, I spent about an hour and a half with Dennis--bought a great car, had a great experience. He knows people, he knows cars. That works for me. Del Price More

Absolutely awful customer service and LIES!!! This is about the used car department, and the shop. First of all, I love Acura, I owned one before and that RL saved my life multiple times, and This is about the used car department, and the shop. First of all, I love Acura, I owned one before and that RL saved my life multiple times, and it was probably the best car I've ever owned, so I have nothing against Acura itself. I won't recommend this dealership because of the way I was treated and lied to. They will weasel you to buying the car you are unsure of. And they hid the fact that it was repainted and other existing issues, and when I found them out by taking it to a different shop and pointed out, they acted like they didn't know anything about it. When there is a clear evidence that it was recently pained, and mind you I had a very clear physical evidence that it was done there, and they told me they knew nothing of it, I realized these people would do anything to get the car out of the lot, including deceiving the customer. I cannot in good conscience ever recommend this place to anyone, even to my enemy, because they are that awful. The way 2 of the managers talked to me was very condescending, disrespectful and very unwelcoming. They called me a "K-mart shopper" and accused me of trying to steal the loaner car, when I was only given few hours of notice to drop off the car and pick up mine. I was overcharged for the car, and if I had the option of giving them negative star/zero star, that's what I would give them because one is too much. As for the shop, the car had to be cleaned several times because they couldn't get the job done. They had to outsource the cleaning service to get the stain off the seat. I would think dealership would have professional cleaning material but apparently this place doesn't. And the door handle came off. YES, the handle came off, and do you know why? BECAUSE THEY REPAINTED IT AND DIDN'T PUT IT BACK PROPERLY. Lies after lies, and really shady work in the shop. Even if I bought a brand new Acura from this place (which will never ever happen but hypothetically), I wouldn't have my car serviced at this place. It's that bad. I can't trust them at all, after all I've been through with them. Being overcharged for a car is one thing, but being treated like a subhuman, and being accused that I was trying to steal the loaner car that I didn't even want, and being really, unreasonably difficult to communicate and deal with this issue were the worst part of this whole experience. So if you are shopping for a used car, please, go to other place, save your sanity and wallet, they are crooks and you deserve better. More

Excellent Service I recently had my MDX 2011 serviced, I did not have an appointment, but they saw me right away. The service was prompt and efficient. I will continue I recently had my MDX 2011 serviced, I did not have an appointment, but they saw me right away. The service was prompt and efficient. I will continue to have my Acura serviced at Frankel and I highly recommend them to other Acura owners. SKCain Pikesville, MD More