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