Acura of Ocean

I purchased a 2021 Acura RDX from Acura of Ocean, and it has been one of the worst customer service experiences I’ve ever had. Since purchasing the vehicle, I have brought it back approximately 16 times for a combination of mechanical and electronic issues. These included persistent Apple CarPlay chirping noises, speaker crackling, sunroof issues, and other defects. Multiple parts were replaced over time, including the windshield and sunroof, yet the problems were never resolved. The technical issues alone were frustrating, but the customer service is the real reason I am selling this vehicle. Most recently, I was told—after the car was already in their possession—that I had “rusted rotors” and was upcharged for the service. Communication from Brian Friedentag was nonexistent. Despite asking to be notified when the car was ready, Brian refused to contact me, leaving me without a vehicle. When I finally reached out, I was abruptly asked, “How fast can you get here?” I took an Uber because I had Court the next morning, only to be handed a dirty loaner vehicle covered in bird droppings, completely unacceptable under any circumstances, let alone for a customer who has repeatedly returned due to unresolved issues. Brian’s communication - condescending and rude as it was - seemed to insinuate that I was the blameworthy party, and there was only a “miscommunication.” I recorded all of our conversations, so I can confirm that I did not “misunderstand.” At no point was there accountability, proactive communication, or basic respect for my time. The tone from staff (namely, Brian in this scenario) was dismissive and unprofessional. I am selling this car this weekend, not because of the car itself, but because this dealership made ownership unbearable. If customer service matters to you at all, do not buy or service your vehicle here.

This dealership had the worst service I have ever experienced. After 4 services in three months on a new 2024, I gave up. Telling me you do not have shuttle service when my car is there and I am less then 2 miles away is a shame. Could not program the garage door openers which took someone ( not the dealer ) 3 minutes to do should have given me a clue. I just traded it in. I took a terrible financial beating but learned my lesson. This was the first experience with them and you can bet it was the last. Avoid this dealership.

Had a parking sensor issue on my 23 mdx and brought here for service, waited three days and then called to find out the status since we haven't heard word. The lies began, "I was just finishing up your paper work and going to call you". He spent the better of 5 minutes trying to figure out who I even was and what car I brought in. I asked how they repaired the car and they said they went in through the bottom (splash guard). I went to pick up the car on Saturday as it was already Friday at roughly 4pm and couldn't. I immediately located my car and looked under it to see the plastic clips holding the black guard in place loose and missing. I went to talk to the service advisor on duty and he just waved me off and said they'd fix it at a later date. Even after explaining I don't have time to waste. After getting in my car I noticed the "tech" unplugged my dash camera. And there was 10 miles approximately on my car that wasn't there before. I reached out to Alex (service advisor) and he said the tech said the clips were already missing and began to babble and speculate on how the camera was unplugged. When It literally caught it. And how he defended a test drive even though they were specifically told not to and the repair did not require one. Basically his logic is 1+1=54. After numerous emails back and fourth he pushed me over to the service manager, whom at first I thought was a decent guy. After going back and forth missing calls we finally discussed everything and I made it EXTREMELY clear I wanted the car within my wife's eyes when she brings it in to have the clips address and an oil changed performed. That I did not trust the dealer after all the nonsense lying. The story changed from that to "oh you can't be back there" and starting badgering her with "services" my 12,000 mile suv "needed". In that time they took it for a test drive (confirmed via my dash camera) brought it back as soon as she started making an issue. They realized that the tech lied, not only did he put the clips in sloppy. He put some in drain holes on the splash guard. So they were never missing like he originally claimed and it was evident he didn't have a clue on the repair he was performing. After this realization they brought my wife back inside todo "paperwork" and they again went on another joy ride on my vehicle. For anyone who doesn't understand mechanics, a repair that is for a PARKING SENSOR ISSUE, doesn't require for it to be test driven. An oil change doesn't require a joy ride ether. Above all the owner dictates what happens to their vehicle, in this case with this dealer it doesn't. The service department is filled to the brim with ether grossly incompetent individuals or they're just spiteful to disregard exactly as they were told. For those wondering, when I argued with the service manager about the dash camera being unplugged he also made excuses for why and what happened. But he was left speechless when I said if an accident occurred while in their possession? My insurance would demand to see the footage that now doesn't exist because of their negligence. In short I worked through the chain of command to give this dealership a fair shake and they not only lied to me. But wasted my time and also did a poor repair on my vehicle requiring for it to come back. Between the lies and deliberate spiteful actions I can't recommend a soul come here for sales or service.