Mission Viejo Kia - Service Center

Poor Customer Service from Service Department When I pulled up to do my brakes Miguel (the service advisor manager) was waiting to berate me over some comments I said on an Acura survey regar When I pulled up to do my brakes Miguel (the service advisor manager) was waiting to berate me over some comments I said on an Acura survey regarding my earlier experience. he said I should have come to him first and said that I wrote some personal comments there.. I said I do not remember it was a while back...... he was very belligerent and argumentative saying that I do remember . I said so be it even though I do not remember. Is this any way to treat a customer? (treated/interrogated like a crook) he said he thought we had a repoire but after my poor previous experience their actions ruined that relationship to an irrevocable end. (i.e. waiting 3 hours for an oil change with no status on my vehicle because they were simply backed up and could not handle the traffic, maybe they overbooked I do not know; as Randy the service advisor told me that day as an excuse as to why my car was late was because of how busy they were and he had to cancel all the afternoon appointments......wow maybe they should not be in business if they can not handle the workload) By the way Acura corporate wasn't too pleased with Randy's statement of having to cancel the afternoon appointments. Maybe you should get rid of Miguel he is bad for business!!! Correct me if I am wrong but customers have rights here and I had a right to complain...... in this line of work, if you can not handle criticism(there will be friendly customers then there will be rude customers) then Miguel needs to find another job. he was crying over customer comments. When I went inside the other customers saw this as well I could tell by the look on their faces. Elaine and the other service advisors ignored me, they knew what was going on. My friends said Miguel was wrong almost as if seeking an apology from me for posting a truthful negative review. I ought to report them to the better business bureau. By the way, I would like to know what the personal derogatory comments I said in the survey were...... maybe he is so sheltered he never heard the truth before, I try to be as diplomatic as possible without getting personal,....... again another excuse for him to blame onto the customer.. not acceptable in any line of business An apology letter would suffice at this point. No customer should be singled out and berated as I was...... they should take the comments and learn from it moving forward instead of seeking a personal vendetta for my complaint. You should help the customer not hurt, especially Miguel being a service manager he should try to placate the situation and earn my business after the previous fiasco; not take it personal and attack the customer......what kind of manager is he? instead of taking it personal and making it worse. AGAIN YOU HAVE NO RIGHT WHATSOEVER TO TREAT A CUSTOMER IN THIS MANNER! No excuse can justify Miguel's argumentative taunting behavior. Again moving forward I would request an apology letter. I should sue them for such treatment such as defamation of my character. More

Refused to warranty repair improperly installed antenna While my Acura was under warranty, I began having an intermittent XM reception problem. I assumed that trees were blocking the signal, and ignored the While my Acura was under warranty, I began having an intermittent XM reception problem. I assumed that trees were blocking the signal, and ignored the issue. By the time I was out of warranty, the reception problem continued to degrade terribly. In researching this online, I found an Acura Service Bulletin 13-010, and many customers discussing my problem. It seems that during Antenna Fin roof installation, a wire was bent that ultimately cracked. The Service Manager at this dealership Miguel Anaya, declined to make an exception, and denied my request to fix my problem under warranty. Acura became aware of this widespread problem early on, but chose not to notify their customers. Most people would agree that an antenna wire is not a maintenance item and should last the life of the car. Don’t you? I think this dealership and Acura made the wrong call on this one in trying to save a few bucks . More

Randy Bustamante cares about his customers My elderly parents were concerned about the cost of taking their older Acura TL-S into Norm Reeves Acura of Mission Viejo at first. I had dealt with R My elderly parents were concerned about the cost of taking their older Acura TL-S into Norm Reeves Acura of Mission Viejo at first. I had dealt with Randy on their car in the past and explained there might have been a residual fluid leak from a previous service. He immediately calmed my parents, investigated the car and most of all impressed them with his professionalism and customer service. They will I'm sure tell their entire circle of car buying friends to trust Norm Reeves Acura of Mission Viejo thanks to Randy's consistent and honest efforts at putting the customer first! It's not every day that I can say this about a dealer service manager...but Randy is an exception! More

Best car and best dealership I've ever encountered Patrick and Randy are outstanding in the service department. They are knowledgeable, efficient and really do care about their customer. When you are Patrick and Randy are outstanding in the service department. They are knowledgeable, efficient and really do care about their customer. When you are waiting for your car to be serviced, they give you periodic updates so the customer does not feel like they have been forgotten. I ordered a special seat cover for my new MDX that was back ordered. Randy and Patrick diligently followed through with several calls and updates. It is very hard to find a dealership where their service people really do care. I had a question on my extended warranty that I had purchased and was not getting resolution with the finance person or sales associate who now are no longer with the dealership and now I understand why. As I was very frustrated that no one was following through with the issue, I mentioned to the service department that I was very dissatisfied and I was going to talk to the General Manager. The service person said that she would pass on the information and Sean, the Sales Manager would contact me shortly. She was right. Within minutes after dropping off my car for service and leaving the dealership, I received a call from Sean. We spoke on the phone and I told him I would come see him when I returned. He knew that my husband and I were not happy. Much to our surprise because most of the time dealerships don't seem to care after they sell the car to you, Sean made it right!!! He really wanted us to be satisfied and we truly are. Not only do we love our car, but the dealership and their employees. More

I dropped my car, a TSX for service of transmission in the morning. They were supposed to call me back during the day to let me know what's wrong with it. He never did. The next day went by and by 3 p.m. the morning. They were supposed to call me back during the day to let me know what's wrong with it. He never did. The next day went by and by 3 p.m. I decided to call - only to get to his voice mail. By the end of the day he did call me to say they're still working on it and it should be ready the next day. Again no calls till I did call myself to be told it is ready. When I picked up the car it had grease stains all over the steering wheel and the door panel. They need to understand what customer service is about. I would try Tustin Acura or the Anaheim dealer next time. More