Northeast Acura

Great experience beginning to end My car search had taken me over a month, after reading reviews and researching used cars, meeting numerous sales representatives and driving about a d My car search had taken me over a month, after reading reviews and researching used cars, meeting numerous sales representatives and driving about a dozen cars. I narrowed my search to a few small SUV brands but for me the stars never aligned. Then I came across a "coming soon" listing for a 2012 Honda CRV with low mileage listed on Car Guru. I sent a query and received a call from Danielle of Northeast Acura. She explained the Honda was being traded for a new Acura which had not yet arrived. Danielle offered to contact me when the Honda was received and about a week later she did. The next morning I arrived at Northeast Acura without an appointment and was assigned to Casandra Rancourt. We talked about the vehicle which had just been received the night before and not yet detailed. We took a test drive and I was mesmerised by the funky color and the near immaculate condition of a car not yet detailed by the dealership. The next day I picked up the car to have my mechanic check it out, he recommended replacement of a belt and Northeast Acura is ordering the part and will replace it. Casandra was a pleasure to work with and Sondra, the finance manager, was also very easy-going. No pressure and even some healthy snacks in the small waiting room. Lol. I met Jason Mueller, the Sales Manager, who presented as a sincere and approachable person. It all felt right. The stars aligned and I have a funky colored SUV that my grandsons even like. A minor issue is being resolved with Mr. Mueller. I highly recommend this dealership. More

Efficient, friendly and professional I was met by a serviceman as soon as I drove into the garage, he knew my name and what service I was in for. he service was timely and efficient. I wa I was met by a serviceman as soon as I drove into the garage, he knew my name and what service I was in for. he service was timely and efficient. I was afforded every courtesy from the day I purchased the car to my first service appointment today. More

Kept me as an acura customer This place rocks. My Mechanic told me to get a new car. I brought it up to the dealership to find out it was about good for another 100 to 150 k. This place rocks. My Mechanic told me to get a new car. I brought it up to the dealership to find out it was about good for another 100 to 150 k. They recommended fixes and we're cheaper then my Mechanic. In addition they gave me a discount... I honestly have never been more satisfied w my service. At this point it actually cost me money not going to them from the get go considering my Mechanic replaced a part that got ruined due to his negligence. Almost bought a new car but now I get to keep my acura without a car payment. This place treats it's customers really well. Worth the price tag in the end. I will be buying another acura. More

Helpful, Quick to respond, Fair Devin Walker made the experience a pleasure. He found us the exact car we wanted. Got the paper work done quickly and we drove off in one day Patient Devin Walker made the experience a pleasure. He found us the exact car we wanted. Got the paper work done quickly and we drove off in one day Patiently explained options but no pressure More

Just a warning for others If I was able to, I would score my experience with Northeast Acura at a zero. I went in for a test drive on 11/25/15. On my test drive, I talked with If I was able to, I would score my experience with Northeast Acura at a zero. I went in for a test drive on 11/25/15. On my test drive, I talked with Shane (a salesman) about the price, the tire pressure light being on, where the buttons were for the heated seats was (three ads stated the car came equipped with heated seats) and my interest in the car. I was told that numerous people were interested in the car but yet it still sat in the lot. I was told to look up the button placement in the manual but wasn't given the opportunity to. I always thought that the sales associates should be knowledgeable about the car they are trying to sell, maybe I was wrong. After the test drive, I was shown a Carfax history report and asked to sign paperwork to get the car. I wanted to talk with my boyfriend about the car so I said I'd make a decision over the weekend. I was asked to put down a holding fee because I wouldn't be back in until 11/30/15. I paid the fee and left. On 11/27/15, I got three calls from Sondra in their financing department trying to push me into the sale. She told me to come on in so they could get me into my new car. She told me that someone was interested in the car and asked if I was serious about my interest. Since I was working that day (Shane was aware I had to work on 11/27/15 which is why I said I'd return on 11/30/15) I was unable to "run on over," but told them I was interested in the car or I wouldn't have put down a $500 holding fee. Sondra asked if they could start looking at financing options for me, I said she could but I was not sold on the price of the car and stated that I was going to be talking to Shane about it on 11/30/15 and that I'd be there some time after 10 am. On 11/30/15, I get to the dealership around 11:30 am and was berated by Shane for not being there "on time." I reminded Shane that I had not given him a set time and had said I would be in some time after 10 am. Shane acted dismissive and irritated. When I mentioned the price of the car being too high, Shane asked why I never mentioned it on 11/25/15. I reminded him that I had said the price was too high and he told me that I had already put down a deposit so that told him I was OK with the price. I reminded him that I had only paid a refundable holding fee, Shane told me that it was actually a deposit and that holding fees didn't exist! I stated that I hadn't signed anything saying I agreed to the price and told him that the lower the price would help guarantee financing offers. Shane told me that I had been approved by a bank and said he didn't know why I was questioning my eligibility for a loan because Sondra already told me I was approved for financing, I was never given this information. I decided to weigh my options about having to deal with the xxxxxxxx of another dealership and decided that I didn't need the extra stress and hassle. After I was told that the price was set in stone, I decided I would be able to work with it and signed everything that was needed to get the car. I got out to the area where my new car was parked and I asked Shane about why the tire indicator light was still on, I was told it couldn't be turned off. Shane ignored me when I asked him to show me where the heated seat buttons were and walked away when I asked about the shuddering in my car when I pushed the push start ignition button. My boyfriend stated that he felt the shuddering was due to a loose motor mount and told me to keep an eye on it. More

Two negative experiences with one car, cannot recommend. Let me start by saying the good things about Northeast Acura that I can: As you would expect from a luxury dealership, there is a nicer waiting area Let me start by saying the good things about Northeast Acura that I can: As you would expect from a luxury dealership, there is a nicer waiting area that has had snacks and drinks all of the times I was there. The salesperson understood my wife’s concerns about driving on a busy road, as we’d just moved back from Japan where we did not drive or own cars, and drove her to easier side roads where she could be more comfortable the first time test driving the car. Additionally, despite how frustrated I was with Northeast Acura earlier this year, I was generally able to get the sales manager on the phone despite not being able to work out a satisfactory outcome. My wife and I bought our first ever used car from Northeast Acura, so I’ll chalk up some of my experience to learning somethings the hard way. I’ll gladly admit that I was been guilty of not demanding to see everything upfront and getting everything in writing. I made the mistake of trusting the salesperson and finance manager’s verbal promises. We bought a 2007 Honda Civic with 81,939 miles in 2011. The car was what we were looking for and the price was reasonable. I had nothing to trade in, and I was able to pay for the car in cash, so I assumed I would be able to negotiate for a reasonable price. When we sat down to discuss the price of the car, they recommended, and I said I did want, the CNA National Z-Series warranty that they were offering. They gave me a price for the 3-year and 5-year options (36,000 and 60,000 miles respectively), and I told them I’d like to look at a five year warranty, but that I wasn’t interested in spending that much on the car and warranty. I wanted to know what they could do to lower the price of the car as I was buying with cash with no trade in, and was told (after the salesperson leaves and comes back, which happened more than once) that they couldn’t lower the price of the car. I laughed. OK, I’m there to write a check for the full amount, and you can’t budge on the price of the car at all? “What about the warranty?” I asked. I explained that it was my wife’s first car, she wouldn’t be driving much, or far, and that we wouldn’t drive 36,000 miles over five years let alone three. I proposed that I pay the their sticker price of the car ($10,990) and their proposed “discounted” (1669.00) three year price of the CNA warranty for five years of coverage with a 36,000 mile cap. Again, the salesperson leaves the desk and we were left waiting several minutes. That, I was told, was doable. But it was non-standard and there was some explanation about not being able to have that written up that day. That’s fine, I explained, but my wife needed a car and they needed the check to cash before I could get it, so how do I go about expediting getting the car? I was walked through by the finance guy (Seth G, who’s since left) and my salesperson that I needed to sign here, here, there and there, and write the check, and they’d take care of getting me the car and the final paperwork ASAP. OK, fine, I thought. I kept asking if I could notate on the documents, but they said no, that wasn’t allowed. But my receipt said CNA AUTOMOTIVE PREFFERED (no term indicated), and I was assured that everything would be taken care of. Fast forward to when I get the car. Yes, the salesperson drove the car out as they said they would, but when they delivered it with an envelope full of paperwork and the keys, one of the remote keys is completely broken, held together by tape to keep the metal blade in the plastic key end. The first few times I called Northeast Acura to complain about this, my salesperson was out or with a customer each time. So I started e-mailing. I e-mailed my salesperson. Instead I got an automated e-mail from David at Northeast Acura stating: “Your complete satisfaction is our goal and important to our success. We would appreciate you taking the time to complete the short survey included in this email.” I wrote back explaining I was not satisfied, one of the keys was broken when I got the car. After three days and several e-mails, several phones calls, being told that I should have checked both remote keys before buying the car, and having a heated conversation with the sales manager, Northeast agreed to take care of replacing the broken key. Fast forward 3.5 years and less than 20,000 miles (less than 100K total) and the starter motor stopped working. I was able to, with the help of very car savvy friends, diagnose the problem as the starter motor. I called Northeast Acura and was told that my CNA warranty was three years and had expired. I called CNA and was told that if it was non-standard, there may be a five year that should have replaced by the three year in their system, but they confirmed they only had the three year. I went home to get my envelope of paperwork. Paperwork I never went through because I was busy dealing with the broken key when I first got the car. My paperwork says I have a three year, 36,000 mile warranty. I have multiple conversations with multiple people at Northeast Acura. The salesperson says they can’t remember the transaction at all and the sales manager says they want to make it right. They want me to have the car towed there to confirm it is the starter motor before deciding anything, but I tell them I don’t want to pay to have it towed there without knowing what their resolution will be, so they tow it to their dealership at no cost to me. They confirm it is the starter motor, and service calls me to tell me it will be approximately $650 plus labor as if I’m just confirming the price as a formality before they begin work. When I flip out and tell them I’m supposed to have a warranty, I’m told I should speak with the sales manager again. The sales manager explains that I should have been told the total price is $650 with labor. We talk about how he said he was going to make things right and I explain I’m not expecting the warranty to be honored going forward, but that for this repair I contacted Northeast Acura with the understanding that the contract was 5 years and that I felt lied to when I discovered my warranty was only three years. I said I wasn’t opposed to buying another warranty to cover myself going forward, but I was primarily concerned with getting the car fixed now. The sales manager continues to say he wants to “make things right”, and suggests I’ve proposed a quid pro quo (that I didn’t) of buying a warranty if he fixes the car. I reiterate that if the price is reasonable, I’m willing to buy a warranty, but my main concern is getting my wife’s car fixed. He states he’ll get back to me with a warranty price. I call CNA National to ask how much a one/three/five year warranty will be on my car and will told that I can’t buy directly from them, nor can I buy one for my Civic from a dealer, because dealerships sell CNA warranties when they sell a car. Multiple local garages have quoted me sub-$350 prices to replace the starter motor. Northeast Acura does not get back to me, so I call back to speak with the sales manager. The sales manager said that the one year warranty will be over $1000 (he gave me an exact figure, but it was high enough that I just laughed), or fixing the car is $650. I’d had enough and let them know I’d have a local garage tow my car from their dealership. All said and done, these guys promised everything would be taken care of when buying the car. These guys required multiple days of pushing to fix a key that I never saw until the car was delivered. These guys repeated said they’d do their best to make things right before ultimately doing nothing, showing that what another garage could do for $320 (only $220 more than the $100 deductible I repeatedly said I would pay) with parts and labor at a profit was more than Northeast Acura was willing to do to take care of a customer who was told one thing and given another. I sincerely hope my experience was the exception not the rule, but the key issue and warranty issue seem to imply a pattern to me. More

Pre owned - Honda CRV - Purchase experience - Anthony Had a wonderful experience with North East Acura - Latham. Just bought a Pre-owned Honda CRV from them last Saturday. Pre-owned vehicles salesman Anth Had a wonderful experience with North East Acura - Latham. Just bought a Pre-owned Honda CRV from them last Saturday. Pre-owned vehicles salesman Anthony is very helpful and handled with utmost patience. My friend too bought a vehicle immediately after seeing my experience. I would recommend this dealership for pre-owned vehicles. More

Anthony My experience at Northeast Acura was wonderful Jill was very friendly and helpful my tl drives great hands down best car I've ever driven I would defi My experience at Northeast Acura was wonderful Jill was very friendly and helpful my tl drives great hands down best car I've ever driven I would definitely recommend buying a car from Northeast Acura!! More

Car sells itself, as the dealership doesn't know much.. The sales person was not that knowledgeable of the Acura TLX that we were purchasing. As is the norm these days, the cars sells itself because of th The sales person was not that knowledgeable of the Acura TLX that we were purchasing. As is the norm these days, the cars sells itself because of the research that WE have to do online in order to learn anything about the car. The most important part of the whole transaction was NE Acura's meeting to sell us the extend warranty. This was a very unpleasant experience, as they don't present this to you until you pick the car up. We asked for more time to talk and make a decision in another week, but was assured we had to make the decision now or the "special" $3,000 price would go up to $3,400. The warranty that came with the car was also misrepresented in this meeting as well. The car comes with a bumper to bumper 4 year 50,000 mile warranty, yet this sales person kept insisting it was 3 years, again in hopes of selling us this extended warranty. Just a very dishonest approach to increasing sales dollars for their dealership. My only hope is that the $44,000 we spent on the car is enough to insure the car will last for many years. More

Horrible dealership...Horrible service...go somewhere else Before I get into the review of Northeast Acura, I want to say that we LOVE our 2014 MDX. We have had 3 in the past and this is the best one by far. Before I get into the review of Northeast Acura, I want to say that we LOVE our 2014 MDX. We have had 3 in the past and this is the best one by far. The new design, drive and technology are magnificent. That being said, buy the car, just not at Northeast Acura. I will never do business with Northeast Acura again. I recently purchased my third MDX from this dealer in December 2013. Nothing about the deal went smoothly. The sales manager was all smiles when we were in the showroom making the deal, but the second we agreed to the deal, he disappeared, as did his pleasant disposition. Our first issue was in working with the sales associate that the sales manager assigned us. We worked our deal directly with the sales manager and he turned it over to Dawn to handle the paperwork. She was a nice lady, but completely incompetent. She forgot to write up parts of the deal and got others incorrect. We had to thoroughly review her write up and corrected her in several places. After completing our paperwork, we went home, as the dealer told us that the car would not be ready for a few hours while they prepped it. My husband returned that evening to take delivery of the car. Needless to say the process did not go smoothly. A process that should have taken no more than 30-60 minutes turned into a 2 hour + nightmare. When he arrived, not all of the paperwork had been completed, and what had been completed was wrong, so he needed to wait for it to be updated. After he took delivery of the car and was almost home (in the middle of a snow storm), the dealer called to say “oops, we forgot to have you sign something” and asked that he come back. He did … and if this was the only “oops” perhaps we would have been more accepting, but unfortunately over the next 1-2 months, the dealer “oops” experiences just kept on coming. There were several additional pieces of missing paperwork that the dealer forgot that had to be faxed or emailed to us to sign. This happened multiple times. One would think that if you miss something one time, you would double and triple check to make sure that you are not going back to your customer with the same sloppiness and ask for another set of signatures. As part of our deal, we were to have a trunk cover included. The dealer did not have the cover, so we said that it would be OK if they mailed it to us (along with various other small items that were not in stock). We had no problem with this and no reason to think that the dealer would not do as they said. Additionally, we had our other car key that we needed to mail in, and said we would send it back to them in the same box that the other items came in. Seemed to me like a fair compromise and all parties win….except for the fact that Northeast Acura did not hold up their end of the deal. We had to call … over and over and over and over to get to first speak to someone and then when speaking to someone we received the runaround and no one seemed to have an answer. Each person kept saying it was shipped out, however when it didn’t arrive months later and we were finally asking for tracking numbers, only then did it arrive. To add insult to injury, after the dealer failed to deliver all of the components of our car, they kept HOUNDING us about where the key and other small items were. We noted that we would only send these items back after we received the items included in our purchase agreement and at that time, we would use the packaging to send back the items that we needed to deliver to the dealer. This was what we all had agreed to from day 1 and the only reason that they had not yet received their items back yet was because they did not mail us the components that we were waiting on. This was the message that my husband shared with several people in the dealership, however communication between folks at the dealer are non existent, so we would be regularly asked the same question multiple times by various people. Several months after the deal was done we finally had all of our components and sent back the additional items. To add to the frustration of the experience, we received a call about 6 weeks after closing our deal from the sales associate who informed us that the dealership made a mistake in calculating the amount that it would cost for them to get our out of state registration paperwork and as such, we would need to send them a check immediately. In what world do you close a deal, accept payment, deliver the product and then weeks later come back and say “Oops” we made a mistake and now you need to pay for our incompetence. That is not the world that I work in; nor is it a world that is friendly to the consumer. After going back and forth with the sales associate, I finally called the sales manager, Jason, to see if he could resolve the situation. After all, he had always been pleasant to deal with. Well, that pleasant disposition that I had encountered during the sales process went out the door after the transaction closed. The gentleman who met me on the other end of the phone was horrific. He was rude, inconsiderate, arrogant and at several points in our conversation was yelling at me. No matter how frustrated you get at a situation you never yell at the customer, especially when it is a case where you as the dealer screwed up. I made it very clear to Jason that I would not be willing to pay for his dealership mistake and also made it clear to him that I would only be paying for what was listed in the terms of my contract. Neither of which statement seemed to please him. His response to me was very clear however “don’t ever come back here and we will never do business with you again”. I was in fact being “fired” from the dealership simply for confronting him on several mistakes that his associates had made and asked him to deal with these issues. Clearly, he was well in over his head and not capable of managing customer service issues. After 10 months of having the car, we LOVE it. That being said, the surprises just keep coming. The old MDX that we had traded in to Northeast Acura had a sizable amount of an extended warranty left on it ($800+) and we were told that we would receive a check back from Acura for the remainder of the warranty that went unused. We had done this with our prior MDX and assumed that this process would go as smoothly as the first one. We called the dealer several times to inquire about where the warranty payment was. Many calls to Dawn our sales rep were left unreturned (we have to date never heard back from her) and after multiple times of calling her with no response, my husband reached out to the finance manager. Upon speaking to the finance manager, he was told that they would have to research the situation. After research, we were informed that Northeast Acura submitted our warranty paperwork under the WRONG address; an address that we had not lived at for 6+ months. Additionally, they did the title for our car, insurance for our car and various other sets of paperwork that all had our correct addressed listed. Furthermore, they had copies of our licenses with the correct address listed. To add insult to injury, Acura corporate reached out to the dealer to inform them that the check that was sent to the wrong address had not been cashed and was looking for them to follow up with the customer (us), which was NEVER done. Once again, we were burned personally and financially by the folks at Northeast Acura. Only after my husband faxed in our new mailing address to Acura corporate did we promptly get our payment back; after 10 months of waiting. It is also quite interesting to me that in all of my years of car purchasing, a survey comes after the purchase. Not in this case. I’m sure the dealer conveniently left our names off the list of folks to receive surveys. Don’t fret though my good friends at Northeast Acura, this review is also being sent to Corporate so that they can see just the type of customer service that you are providing. The lack of quality transaction, customer service, respect and integrity is quite troubling and Northeast Acura does not deliver upon the high standards set by Acura corporate. They and their staff are an embarrassment to the Acura family and I would strongly urge anyone looking to purchase and Acura to look in either NYC or Boston. The only reason that this dealer gets away with treating customers so poorly is that they are the only game in town and arrogant enough to think that people will not look outside of the area. Don’t be one of those people caught in their trap…do your homework … research outside of the area and get a better deal. In many cases, the Boston area dealerships will actually drive the car to you in upstate NY and deliver it right to your door, so there is no downside to this. FYI — If anyone else has had a bad experience with this dealership, below you can find the client relations contact information to share your experience. http://www.acura.com/ClientRelations.aspx By Phone (800) 382-2238 toll free Monday through Friday 6:00 AM to 5:00 PM Pacific By Email acr@ahm.acura.com By Twitter twitter.com/AcuraClientCare By Fax (310) 783-3535 By Mail Acura Client Relations 1919 Torrance Blvd. M/S 500-2N7E Torrance, CA 90501-2746 More