Prime Acura North - Service Center

great dealer Service department was very accommodating and transparent. The staff was great. I have not purchased here but based on my experience with the service Service department was very accommodating and transparent. The staff was great. I have not purchased here but based on my experience with the service department I would return when I decide to replace my current vehicle. More

Long delay in finalizing my bill paperwork. I was told that I was told at the navigation system update which I Purchased from Acura could be installed when I left the car for service. When I returned the sales I was told at the navigation system update which I Purchased from Acura could be installed when I left the car for service. When I returned the sales representative told me that they do not install this thing because dealership did not sell the navigation update product to me. My question is as an Acura dealer why do they not assist the customers with Acura products and parts? More

paid for a service.. that was not completed I asked to have a certain item installed on my vehicle while it was in their shop for another service item. I picked up my car, and paid the bill. Did I asked to have a certain item installed on my vehicle while it was in their shop for another service item. I picked up my car, and paid the bill. Did not check the car that night as it was raining and dark. Checked my vehicle later on that weekend... the item I asked to be installed, and PAID for, was never installed or even left in my vehicle. When I called, Mike Cramer, talked to me in his lovely condescending tone. "come by and we'll install them"... um no. I drive 30 mins out of my way, and through the tolls to go here.. I also emailed the advisor who I talked to about having this installed... NO REPLY. awesome customer service.. and I say this with sarcasm. Mike Cramer is horrible... his attitude sucks. They do not want to help you... More

1. This place is EXPENSIVE - at about $100/hr (really) you get standard work - not excellent work like you'd expect for the super premium cost. 2. The front end desk staff - robots that walk you through you get standard work - not excellent work like you'd expect for the super premium cost. 2. The front end desk staff - robots that walk you through a scripted process to "ensure customer satisfaction". The end result is you end up shaking your head because they don't act like real people - they act like robots. Your forced to work 'through' these people who won't let you speak with the mechanic. 3. My sampling of experiences at this dealership is around 8 visits. EVERY time there is something that gets lost in translation between the front end desk staff and the actual problem with the car. It gets worse: the dealership ALWAYS finds something else wrong with the car regardless of what you bring it in for. 4. There's been some turnover in the front end desk staff lately - this has not helped any of the issues above. 5. There is a weird handoff system when you go to pay your bill - the front desk staff who are supposed to be the holy grail to your customer experience can't even take payment - you must take their paperwork and walk down the hall to talk to someone else (who is usually busy) to actually pay the exhorbitant bill. So I can't talk to the person working on my car, but I can talk to the cashier. Nice. 6. If the car is not under warranty, you WILL be charged about $100 for a diagnostic fee. We all know that a good mechanic can figure out 80% of problems in about 10 minutes - this fee is ridiculous. 7. Loaners are hard to come by - it's a virtual MUST that you need an appointment 1 week in advance to get a loaner while they work on your car. That's all well and good if you know you need major service a week from today - but if your alternator dies, you're out of luck. Sure, they'll "look to see" if they have a car, but 4 times out of 5 they won't. When you boil all of this down, the premium prices charged with the phony and sometimes deceptive service practices are powerful reasons to stay AWAY from this place at ALL costs. Your money will go farther and your satisfaction will be higher some place, indeed, any place else. More

July 15, 2010 I purchased my Acura TL (certified pre-owned), VIN# 19UUA65506A006861 for $22,990. It was sold to me in bad condition that would not qualify as a certified pre-owned vehicle. Shifting pre-owned), VIN# 19UUA65506A006861 for $22,990. It was sold to me in bad condition that would not qualify as a certified pre-owned vehicle. Shifting was supposed to be fixed and the car had bent rims. I brought the car down on October 28, 2010. Had oil change and tire rotation done. I got home from the dealership, noticed the tires weren’t rotated. I called the service manager. She said the tires weren’t rotated because back rims were bent, and I would have to buy new rims. I was furious that they charged me for the tire rotation. She found out rims were previously marked with X’s, bent really badly. They did rotate the tires, but then put them back because of the vibration. This is bad business, it is highly illegal!!! I brought car down on December 10, 2010 to get rims put on and have them check hard shift between 2nd and 3rd gear. They put 33 miles on my car which is quite excessive! Somebody took my car for a joyride, I was not very pleased. I had transmission serviced on February 6, 2012. They had to tear into the transmission to fix hard shift problem. I picked up car on the February 9, 2012. On my way home I stopped to look over my vehicle, there was a crack in the front bumper that was never there before. There was mud caked on my car like somebody had gone mud running. The car would not shift well into 1st gear. I had people beeping at me waiting for me to go at the green lights, but I couldn’t because the car wouldn’t shift into 1st gear. I had enough at this point. I was not going to bring the car back so they could tear into the transmission a second time to fix the problem. I didn’t want this car anymore. I drove down to the dealership in a snow storm which took six hours roundtrip and I met with the general manager for 2 hours. He offered me $14,500 to buy back the vehicle, which was completely unacceptable. I told him my only option was to get an attorney. Finally, he mentioned how there was a Prime dealership in Saco, ME, if I found a vehicle there I liked, I could trade in my Acura for closer to the amount that I paid for the Acura TL. I told him that was an option depending on the car. First, I was interested in a 2009 Honda Accord which he checked into and when he got back to me he said it had been sold. He told me about a car he had that I might be interested in. I clearly told him I was not interested in that car and even sent an email saying how I wasn’t interested in it, but how I was interested in another car. The general manager had his sales manager set up the car for me to test drive and have it delivered to Saco. On Saturday, March 24, 2012, I drove down to Saco to test drive the vehicle I was interested in (stock# H2552). I drove 90 minutes down to Saco and they brought me the vehicle I wasn’t interested in; the car that the general manager tried to get me to test drive initially. I was furious!!! I test drove the car anyway; it was the worst car I had ever taken for a test drive. It was in terrible shape, the breaks were squeaking, the wheels vibrated, it was awful! I contacted the sales manager and he apologized, then said he would get the Honda Accord I wanted (stock# H2552) to the Saco dealership in a few days. He contacted me on Monday, March 26, 2012, saying that the car was sold on Sunday, March 25, 2012. That was about all I could handle! Instead of bringing me the car I was interested in, they sold it the day after I went down to check it out. They were just disrespecting me and trying to screw me over. I have never come across anything quite like what I have been through with the bad business and service I have received from the Acura dealership in North Hampton, NH. I wrote to Acura headquarters explaining all of this in full detail even with attachments which showed all the evidence (I have attachments if anyone would like to see them) and they have done nothing for me. I am in the process of getting an attorney to take care of this. Do not buy a car from Prime Acura in Hampton, NH. I would stick with Infiniti or Lexus. Acura does a poor job with making sure their customers are satisfied. Very very very poor service from Acura. If anyone currently drives an Acura I would make sure the dealership actually does the work they were supposed to do. I hope nobody has do deal with what I went through. We will see how everything goes in court. More

Every one at this organization is very responsive to any requests I have made. Execution & quality are 1st class. This is a very good dealership. I have been doing business with this firm for over 8 years a requests I have made. Execution & quality are 1st class. This is a very good dealership. I have been doing business with this firm for over 8 years and have bought 3 new Acura MDX,s from them and have never had an experience that wasn't pleasant or handled professionally - even though the 2002 transmission problems Acura experienced. Terry O'Rourke 207-363-6397 More

My experience with the service team at Prime North Acura was great. Everyone had a smile and made my visit comfortable. The service manager made a few phone calls on my behalf regarding an additional key fo was great. Everyone had a smile and made my visit comfortable. The service manager made a few phone calls on my behalf regarding an additional key for my car. They washed my car and made it very accessible for me to load my two little girls when it was time to leave. Thank you. More