Acura of Ellicott City

If I could give zero stars, I would. Acura of Ellicott City has given us the most frustrating and disappointing experience we have ever had with a dealership. We bought our 2023 TLX there a year and a half ago, and two weeks ago the car alarm began going off nonstop in the middle of the night, keeping everyone awake. We brought the car in THREE times, and each time we were sent home with no resolution, despite being told they would “find the problem.” Their first diagnosis was to replace the driver door lock, which did nothing, and when we tried to get answers, Service Manager Rob Squibb was rude, dismissive, unprofessional, and offered no explanations—just “I have no idea what’s wrong with it,” and attitude when we asked for the diagnostic reports from each visit. Hoping leadership cared, we contacted Warren Paugh, President, whose response was also dismissive and showed zero concern, and General Manager Daniel Leeds even told us they were sorry but they couldn’t help us—meaning a luxury car not even two years old has a major ongoing issue that they either cannot diagnose or will not take responsibility for. This dealership has made it clear that once they have your money, you no longer matter. The corporate culture here feels rotten from top to bottom—everyone covering for each other and ignoring the customer. We regret ever trusting them, and I strongly warn anyone considering this dealership: avoid Acura of Ellicott City at all costs or you may end up dealing with the same disrespect, lack of professionalism, and complete failure to stand behind their product.

Great service advisor James and whole service staff on time and great team service effort for customer needs.

My service manager, Devin Parham gave excellent service. He was very detail oriented when it came to telling me what was going on with my vehicle and what needed to be done in order to get it and keep my vehicle it in great working condition. There were some recommendations that were adevised and completed, and they were completed in a timely fashion. He was very professional and proficient when it came to customer service and very detailed oriented.