Casey Coassin

Review of Jon Lorensen's Acura Of Milfor...

To put it simply, this service department is unequ...

To put it simply, this service department is unequivocally awful and inept. It is abundantly clear why this Acura dealership has some of the lowest reviews and ratings comparative to the other Acura locations in the area.

In dealing with this service department I have found myself increasingly frustrated at every turn. I brought my under warranty vehicle in to them for a battery issue they kept claiming it was not under warranty. Also, notable is the cost here- which is significantly higher than using AAA or other services however, that is largely typical of dealerships so not too much of an issue.

When dropping my vehicle off I also noted a intermittent issue with my vehicle where sometimes when coming to a full stop it feels like the car is being hit from behind. Following dropping my car off there, I did a search on that issue in Acura vehicles and found a class action lawsuit with the same symptoms and it is seemingly a transmission issue. When I contacted the service department back, they expressed that because they could not duplicate the issue there was absolutely nothing that could be done. The solution was to have their employee "who lives the farthest from the dealership" drive the car home regularly to see if it could be replicated. They gave me no other option to diagnose the vehicle other than an employee driving it for extended periods basically using it as their personal vehicle, which seems wildly unorthodox. When I expressed discomfort with this I was essentially told tough luck as that was the only option for diagnosis. Additionally, the service advisor repeatedly chastised repeatedly me saying that "Google was not my friend". Clearly, Google is my friend because it uncovered many of the mistruths parroted by the service department.

Even more frustrating was their complete lack of concern with my issue. They did not follow up with me, instead each time, I needed to reach out to them only to be given the run around. They did not care about me, my issue, or their lack of acceptable service.

I have given this dealership many many chances but they are either unwilling or unable to give good customer service. They are incredibly guilty of focusing on their bottom line and not on their customers safety or experience with them.

Clearly, they have a history of poor customer experience in their vehicle service department as the other reviews dictate. I highly recommend using one of the other more positively reviewed Acura dealerships in the area.