Acura of Fremont

I highly encourage people to avoid Acura of Fremont dealership. Both the sales and service departments of Acura Of Fremont have demonstrated consistent incompetency and potentially even fraud. My adventure started when we purchased 2022 MDX w/Advance Package. After spending the ~3 hours of signing all the documents and trying to up sell on various service packages (some seemed absolutely bogus), went home to wait 6 weeks for the vehicle to arrive (Oct 2021). 6 weeks later, told the vehicle was ready for pick up. Arrived onsite and told that all the paper work that had been filled out previously needed to be redone as the company used the wrong VIN. So another 2 hours and more up sell - grrrr! After all that, you would have thought, okay let's go home, but nope, accessories that I had requested had not been installed, but worse, the car had not even been unwrapped after delivery to the dealership! Another two hours of waiting (and hearing people yell obscenities at each other in the service and sales area), the car was made ready with the exception that the tailer hitch which was purchased with the vehicle 6 weeks prior, was missing a part (kick sensor) and could not be installed. At least I can take the vehicle. But alas, the first day ownership was still going south - received a call from the sales person and told that the mats were not completely installed and some of the mats in the vehicle needed to be returned, they were for a different customer! So yet another visit to the dealer and another hour wasted. Roll forward 3 months, called the dealer requesting status of the trailer hitch, told it was ready and to bring the vehicle in to install. Arrived and waited 3 hours to be told that it could not be installed, it was missing a part, the same part that was missing 3 months previous. Another 3 hours wasted. Fast forward to Oct 2022 and the 1 year/10K service interval. Show up for the A12 service (no idea but was told it was this service which includes tire rotation, all air filters replaced [cabin and engine], oil change and inspection) and asked if the trailer hitch was ready to install. Told the trailer hitch would be installed along with the service. 5 hours later, told, no, the trailer hitch can't be installed as its still missing the same component as the previous two attempts. So another couple hours wasted! Drove the car home and noticed that the tires didn't appear to have been rotated. I know this because the one 'curbed' wheel was still on the same quarter of the vehicle (passenger side front). I then checked the cabin air filter and it too was not new (clearly dirty). I checked under the hood to see if the oil filter had been replaced, and while not 100% certain, I don't think it was, it had the same level of dirt film as the rest of the engine). So although invoice showed they did all these things, I am pretty confident that's not accurate. I then called and complained to service. Service person assured me that this will be brought up to the service manager and to expect a call to reschedule the car to come in. However, two days later and after yet another call to the service department, I have yet to hear back from Acura Of Fremont. The management has been silent. At this point I went to a different dealer and had them do the 1 year/10K service costing me $415 that should have already been done!

All in all, I had quite a pleasant experience buying my first car here. My sales rep, Brandi, was very helpful and responsive throughout the entire process. I do recommend her as a sales rep. There were, however, a few things made the dealership seem cheap to me. When I first inspected the car before my initial test drive, the cloth seats were stained. They sent it to the shop to get them cleaned, but it was definitely a bad first impression, especially for a car that had been on the lot for nearly 2 months. After 2 rounds of cleaning, they looked nice for when I drove off the lot. There was also a chip in the windshield that I noticed when I arrived on the day I was going to buy the car. They sealed it for free, but it still looked bad right in the middle of the windshield. They then tried to make me pay $250 to replace the windshield. I find it ridiculous that they thought it was okay to sell a car for >$23k with a chipped windshield. Eventually, I was able to negotiate a free replacement, but I still disliked that the even tried to charge me for that. After purchasing the vehicle, Brandi was great at ensuring that everything related to the my new truck was okay. It's nice that she followed up and made me feel comfortable after signing the papers.

Very bad customer service. The financial dept. manager Kassim sold us an extended warranty. We decided to cancel it after a week. We canceled it and we were told we should get the full refund in 2 weeks but we didn't. We called Kassim, he never picks up the phone. We left many messages, he never returns our call. We still keep calling him every day, it's already 25 days since we canceled our policy and still no refund, and no call back from Kassim.