Acura of Fremont Service Department

Kandeez

5 months ago · ★ 5

A while back my Acura key fob was not working properly and I brought it in to the Acura dealership parts department to try to get it fixed. I had informed the representative at the time that I opened the key fob and put a new battery inside myself and it still wasn’t working and instead of inspecting the key fob he just gave an idea that you may need to reprogram the key fob and it seemed like he didn’t want to help me much since I told him that I did it myself instead of bringing the key to them and paying them to do it for me, as it seemed to me. Long story short I went to speak with a service advisor about the key and how much the reprogramming might cost. William Liu was the service advisor who helped me. He was very professional and kind in his approach and he instantly took my key fob to inspect it. He opened it and immediately he figured out the issue that the metal prongs were bent inside the key fob and he fixed them instantly and gave me back my key without expecting anything in return. I am very grateful for the way he handled it compared to the parts department who didn’t even take a look. It ended up being a quick fix and it didn’t cost me anything. I found out it could have costed me hundreds of dollars for reprogramming. Thank you so much Mr. Liu for saving me money and for your honesty. I definitely recommend William Liu as a service advisor that cares about the customers and is helpful.

Theo Phan

11 months ago · ★ 5

I came in recently for a recall service on my 2019 MDX Hybrid. I arrived for an early appointment and was promptly greeted by Eralzstan. He quickly wrote up the paperwork and had my vehicle taken in. I was informed it would take between 1-2 hours before my vehicle would be ready. About halfway during the wait time, the tech inspected the vehicle and noticed hydraulic fluid leaking from my tensioner. They recommended that I have the tensioner replaced as a preventive measure. This wasn't covered by my extended warranty. Eralzstan worked with me and the service team to get things figured out. I left the vehicle for an additional few hours to have this new job completed. Because of the additional wait time, I was offered to be shuttled back home and was driven by Trixie. She was very kind and a pleasure to conversate with when she was dropping me off back home. After I returned a couple hours later to pick up my vehicle, Eralzstan recognized me when I entered the lobby and got all my paperwork promptly in order for a fast and smooth check out. Eralzstan made this experience painless and went out of his way to make sure I was taken care of! The next time I have my vehicle serviced here, I will proactively approach him.

Daisy Llanos

2 years ago · ★ 1

Customer service at this location for vehicle maintenance has gone down the drain. I called to make a service appointment and I was given a reservation for Friday at 11:30AM for an oil change. During the call they asked me if I was waiting at the dealership while my car was being serviced and I said yes. When I showed up the day of my service appointment you could clearly tell they were backed up. I was patient as I understand this happens from time to time. It took them several minutes to greet me and once they finally did, I was told to go inside and wait until someone called me. I waited several more minutes and when I was called over by a service advisor I was told that the service department was backed up and would be going on a lunch break soon so my car would not be serviced until after lunch time. They recommended I take the car and come back several hours after lunch. I was obviously disappointed as this was a waste of my time and gas. I had just drove to this location from San Jose to be pretty much turned away. I wasn’t given a specific time frame other than several hours until after lunch so I decided to ask them to reschedule my appointment. The person who made appointments was not there so I was asked to leave my phone number and name and they would give me a call back to reschedule. As of this review, I have yet to receive a call back.

Shaonan Wang

2 years ago · ★ 1

We bought our new 2021 RDX here and have been visiting for all maintenance in the past 3+ years even though this is not the nearest Acura dealer from my home. But I think I just had my last visit(hopefully) today. The story is not complex. We got a flat tire (a 4 inch screw on the side of a wheel so it cannot be repaired) on Friday evening. None of the tire shops near me have the matching size & model tire in stock. We have plans during the weekend and need to have the tire changed asap. So we called this dealer at 8am on Saturday and they told us a few new tires are in stock and can be installed soon with service charge. We pumped the flat tire temporarily to the required pressure and drove 10+ miles to get there. We arrived around 8:30am. However, after waiting 10 minutes in the service department the service advisor told us all the appointments are full today and no one will help install the new tire without an appointment. He told us to LEAVE and come back on Monday. I was surprised since we just called 30min ago and were told to come. The service advisor said the information we got earlier was from their parts department so it is not correct. I explained again that we have a flat tire now and it is not safe to drive with it. It should be quick to just install one new tire whenever they have a short appointment slot. He refused to help impatiently. We called the parts department again, then they negotiated with the service department and offered to install the tire by the end of the day. I understand that the miscommunication between their two departments can happen sometimes. I also understand that the service advisor may not be wrong according to their service appointment requirement. But I think it is ridiculous to ask their customer who bought the car there to LEAVE the service department with a flat tire due to inaccurate information from themself(even two departments). I won’t blame them if it is a complex service work that they really don’t have time to help. But it usually only takes 15min to install a tire. The way I see it is that they don’t care about the safety of their customers at all. It is hard to trust the service from them. We ended up buying a new tire from the parts department (the parts guy was nice and helpful though), carrying the tire in our trunk, driving slowly & carefully with a flat tire to Walmart Auto Care and got the new tire installed & balanced in 15min (plus 40min waiting time because of no appointment). I will no longer visit this place since they are too busy to provide such simple but urgent service when I really need it.

FOOD THERAPY

7 months ago · ★ 5

Chuy gave us a great deal on a 2026 Acura MDX A-spec -very respectful and super friendly person ….pleasure doing business with you guys at the dealership