Dealer 2-Year Rating

Overall Rating

3.9 / 5
Customer Service
3.8  
Friendliness
3.9  
Overall Experience
3.9  
Price
3.8  
Quality of Work
3.9  
Service
1.8  

Dealer Reviews

Show:  

Overall Rating

3.0  

3   Customer Service
3   Friendliness
3   Overall Experience
3   Price
3   Quality of Work

In for replacement of rear brakes

By savvyshopper on 10/11/2018 at 7:25 PM. Helped by Danielle and an unnamed male.

Made an appointment with Danielle (not sure if she is an adviser or an online person). Was told the service would take an hour and a half tops and then 20 minutes for a wash. Asked male adviser again when we checked in at 7:45 if brakes would take an hour and a half and he said yes. Took Acura shuttle but driver was looking for "paperwork" and we were given none. told him the address and he said "I don't know how to find address numbers". The appointment took two hours and ten minutes for the brakes without the wash which we declined. I think the adviser should keep you updated on the progress of your car repairs not you having to ask. and definitely consult the shuttle driver if he does not know an address.

I would not recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price
5   Quality of Work

Awesome Experience

By LifeinStride33 on 9/11/2018 at 6:22 PM. Helped by Sarah Lopez.

Sarah Lopez provided me with the best car buying experience ever. Truly appreciate her patience and professionalism. I LOVE my MDX!! First new car I've ever purchased and it was great. I could have done without the arrogant and rude sales guy who worked on the numbers and came out 2 times like your typical numbers guy. I took my car in to install the items I had ordered last week. Service was great. They called me twice to ensure that I knew when my car would be ready. All in all, I highly recommend this awesome dealership.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Go see David Bennett

By jwmarkell on 6/10/2018 at 3:34 PM.

My Honda lease was ending and I'd always wanted to upgrade into an Acura. I visited Norm Reeves yesterday and worked with David Bennett. He was helpful without pushing, had great patience and car knowledge and made the whole experience that many of us dread, super easy. Hats off to Dave for being genuine and honest. Loving my new RDX!

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Problems with RDX

By CB239 on 6/9/2018 at 4:07 PM. Helped by Miguel - Service Manager.

Leased a 2017 RDX and I have had this vehicle for a year and a half. It has been in for repairs 10 times and the problem is still not fixed. It is not a "safety" or "engine" problem so I can't file for Lemon Law. The problem is with the bluetooth and the radio. They have replaced the turner three times. This last time I had it in for repair of the radio and the driver's window, they drove my vehicle over 200 miles in 3-1/2 days.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price

Great Experience with CPO

By Tyler D. on 6/5/2018 at 4:53 PM.

Norm Reeves Acura is a top notch operation. Prior to this purchase, I had been driving BMWs for some time. The experience at Norm Reeves Acura far exceeded my experience when purchasing my BMW. The Norm Reeves Acura process was faster and more efficient than all of the BMW dealerships I have visited. From the initial consulting process, all the way through the final purchase, they were an ideal partner. Alex Chung and Steve Hahn did an amazing job in the initial stages of the process. When making the final purchase, David Bennett took care of everything. He really made sure the process was as quick and smooth as possible. Edwin in Finance did a stellar job of wrapping the whole deal up. All in all, a great experience and a dealership I would HIGHLY recommend.

I would recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price
5   Quality of Work

Great Sales Manager

By carguy on 4/3/2018 at 6:14 AM. Helped by BDC/Customer Service Manager Mrs. Barrie W.

Mrs Barrie sales Manager was great. and very helpful in giving all the information about the car. I wish ALL DEALERS WERE LIKE HER (with honesty and sincerity). Sincerely farid

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Purchae of 2018 MDX

By Vic & Bonnie Laguna Niguel on 2/17/2018 at 3:28 PM.

We recently purchased a 2018 MDX AWD from Norm Reeves Acura of Mission Viejo. This was the best car buying experience we have ever had. Our sales person, Bill Barrette, was professional, low key and extremely knowledgeable. No hard sell, no upselling, no last minute surprises. We were very happy with the trade in value of our old car and very happy with the price we paid for the new car. We highly recommend this dealership and Bill Barrette. Most of all, we love the vehicle!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Ask for salesman Tony Garcia 👍👍👍

By Six1niner on 11/3/2017 at 2:00 PM. Helped by Tony Garcia.

Went to Norm reeves thinking I had the best deal possible threw my bank. Tony Garcia basically had a easy sale in pocket, I already knew what car I wanted and a check from my bank. Instead he went the extra mile and got me a even better deal with a lower apr, saving me a lot of money. I left there feeling good about my purchase and car loan. Thanks again Anthony and the staff at norms Reeves Acura.

I would recommend this dealer.

Overall Rating

2.0  

1   Customer Service
1   Friendliness
1   Overall Experience
3   Price
4   Quality of Work

Messed up our weekend

By Accura owner on 10/18/2017 at 7:11 AM. Helped by Megan.

Brought our RDX at 9 am Saturday 10/14 and promised car at 3 pm and informed service dept closes at 5 pm. Was told if we came after closing, keys will be left at sales desk and can pay there. Didn't receive message till 445 pm that car was ready. When got there before 6 pm wrong paperwork and keys (for another customer with similar last name) was at desk. So, could not get our car for the rest of the weekend. Megan on Monday accused us of not calling to tell them we would be late. ...and that's why our keys were not available. No apologies for our inconvenience were offered from Megan who insisted that we should have called back to fix a time for pick up within the 15 minutes between their notification and closing time. No explanation for the mistaken name, paperwork and wrong keys that were left for us in the sales dept. Shabby customer service needs much improvement! Were considering purchasing a new vehicle from Norm Reeves; but maybe not!

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

5 in a row!

By Paul Fieberg on 9/7/2017 at 5:28 AM. Helped by Edwin Lopez, finance.

My wife and I just completed leasing our 5th automobile from Norm Reeves Acura. One of the main reasons besides the fact that we believe Acura makes terrific cars is our salesman, Bill Barrette. Bill is personable, knowledgeable and puts his clients first. He understands how each feature on each Acura model works and makes the process of leasing/buying a car a pleasure. If anyone out there is looking for a pro, call Bill Barrette.

I would recommend this dealer.

Overall Rating

4.4  

4   Customer Service
5   Friendliness
5   Overall Experience
4   Price
4   Quality of Work

Mike Stepp is awesome!!

By Maureen Collins on 6/4/2017 at 2:03 AM.

Mike made car purchasing experience stress free. Great guy!! I would recommend to my friends and family who are looking for an honest sales guy.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Engaging experience

By NacxitAMG on 5/16/2017 at 3:10 PM.

Came in with a list of expectations for my next car and Acura catered every single one of them. From the friendly and professional attitude of Anthony Diaz (Sales Rep) to the detailed review and hands on experience of test driving some vehicles, I would definitely choose Acura as my next car dealership.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Excellent Experience

By Trentt96 on 5/11/2017 at 8:35 PM.

I visited this dealer ship in Mission Viejo to buy my first car. I was extremely impressed with the variety of excellent looking pre-owned vehicles. Overall, the service was excellent, specifically David Crawford. I drove off the lot in a beautiful certified pre-owned Acura ILX. I couldnt be happier with this dealership or the car I purchased.

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

WOMEN BEWARE

By Yesenia714 on 5/10/2017 at 8:40 PM.

WOMEN BEWARE!!!!!!!!!!!!!! Please do not go alone to Acura Mission Viejo!! I brought my car to this location for a safe and well rounded good service but I was wrong. I took my car in for regular service and I was informed that I had a nail in my tire and it was urgent for me to get it replaced, for $430 per tire. Needless to say, I took it to American Tires for a better price to discover (after two separate trips) that I did not have a single nail in either of my tires. I took my car back to Acura and spoke with service manager Miguel Amaya and he informed me the tip of the nail must have simply fallen off. He bluntly did not care about the situation and was dismissive when he verified that not a single nail was found. Acura staff and manager Miguel Amaya, I am very disappointed with the manner in which you handled my situation, it is unethical to try and take advantage of your female customers and I advice any women reading this to avoid this location.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

the best buying experience

By nahid on 2/26/2017 at 9:50 PM. Helped by Shawn Myrick and Anthony La.

Shawn and Anthony were great and the buying experience was by far the best I have ever had and would recommend these salesman and store to anyone.

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Broke a piece on my car and would not replace

By Tyson Cavness on 11/12/2016 at 12:03 AM.

My partner and I brought our car in to this dealership for the second oil change. This was only our second time as we had just moved into the neighborhood. Well when we got the car back everything seemed fine. Then we went to change our brakes ourselves, and noticed one of the lug nuts was not on properly. We took the Acura TSX back to the dealership three weeks later and talked to our service person Elaine, and she seemed happy to help. Well later that day we received a call from Miguel the service manager and was told that this replacement was too expensive and we would have to pay for the parts. This was not acceptable to us, so we went to the dealership to explain more to Miguel. He was not inviting, nor was he taking our thoughts into consideration. He said flat out, "this is what I am offering you and I don't want to do the run around". It was clear to us that the car had been to this dealership for a regular oil change and tire rotation, and that the lug-nut was improperly placed back on the car at the time of service. Miguel would not hear it, and so we took our business else where!

I would not recommend this dealer.

Overall Rating

1.2  

1   Customer Service
1   Friendliness
1   Overall Experience
2   Price
1   Quality of Work

Poor Customer Service from Service Department

By Type S 1 on 9/17/2016 at 7:08 PM.

When I pulled up to do my brakes Miguel (the service advisor manager) was waiting to berate me over some comments I said on an Acura survey regarding my earlier experience. he said I should have come to him first and said that I wrote some personal comments there.. I said I do not remember it was a while back...... he was very belligerent and argumentative saying that I do remember . I said so be it even though I do not remember. Is this any way to treat a customer? (treated/interrogated like a crook) he said he thought we had a repoire but after my poor previous experience their actions ruined that relationship to an irrevocable end. (i.e. waiting 3 hours for an oil change with no status on my vehicle because they were simply backed up and could not handle the traffic, maybe they overbooked I do not know; as Randy the service advisor told me that day as an excuse as to why my car was late was because of how busy they were and he had to cancel all the afternoon appointments......wow maybe they should not be in business if they can not handle the workload) By the way Acura corporate wasn't too pleased with Randy's statement of having to cancel the afternoon appointments. Maybe you should get rid of Miguel he is bad for business!!! Correct me if I am wrong but customers have rights here and I had a right to complain...... in this line of work, if you can not handle criticism(there will be friendly customers then there will be rude customers) then Miguel needs to find another job. he was crying over customer comments. When I went inside the other customers saw this as well I could tell by the look on their faces. Elaine and the other service advisors ignored me, they knew what was going on. My friends said Miguel was wrong almost as if seeking an apology from me for posting a truthful negative review. I ought to report them to the better business bureau. By the way, I would like to know what the personal derogatory comments I said in the survey were...... maybe he is so sheltered he never heard the truth before, I try to be as diplomatic as possible without getting personal,....... again another excuse for him to blame onto the customer.. not acceptable in any line of business An apology letter would suffice at this point. No customer should be singled out and berated as I was...... they should take the comments and learn from it moving forward instead of seeking a personal vendetta for my complaint. You should help the customer not hurt, especially Miguel being a service manager he should try to placate the situation and earn my business after the previous fiasco; not take it personal and attack the customer......what kind of manager is he? instead of taking it personal and making it worse. AGAIN YOU HAVE NO RIGHT WHATSOEVER TO TREAT A CUSTOMER IN THIS MANNER! No excuse can justify Miguel's argumentative taunting behavior. Again moving forward I would request an apology letter. I should sue them for such treatment such as defamation of my character.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience

Refused to warranty repair improperly installed antenna

By Angry Italian on 7/1/2016 at 6:17 PM.

While my Acura was under warranty, I began having an intermittent XM reception problem. I assumed that trees were blocking the signal, and ignored the issue. By the time I was out of warranty, the reception problem continued to degrade terribly. In researching this online, I found an Acura Service Bulletin 13-010, and many customers discussing my problem. It seems that during Antenna Fin roof installation, a wire was bent that ultimately cracked. The Service Manager at this dealership Miguel Anaya, declined to make an exception, and denied my request to fix my problem under warranty. Acura became aware of this widespread problem early on, but chose not to notify their customers. Most people would agree that an antenna wire is not a maintenance item and should last the life of the car. Don’t you? I think this dealership and Acura made the wrong call on this one in trying to save a few bucks .

I would not recommend this dealer.

Overall Rating

4.6  

5   Customer Service
5   Friendliness
5   Overall Experience
3   Price
5   Quality of Work

Randy Bustamante cares about his customers

By HansasAcuraTL on 4/17/2015 at 3:06 PM.

My elderly parents were concerned about the cost of taking their older Acura TL-S into Norm Reeves Acura of Mission Viejo at first. I had dealt with Randy on their car in the past and explained there might have been a residual fluid leak from a previous service. He immediately calmed my parents, investigated the car and most of all impressed them with his professionalism and customer service. They will I'm sure tell their entire circle of car buying friends to trust Norm Reeves Acura of Mission Viejo thanks to Randy's consistent and honest efforts at putting the customer first! It's not every day that I can say this about a dealer service manager...but Randy is an exception!

I would recommend this dealer.

Overall Rating

3.0  

3   Customer Service
3   Friendliness
3   Overall Experience
5   Price
1   Quality of Work

Everything seemed great until the next day...

By kevnak on 3/30/2015 at 7:25 PM.

I purchased a "CPO" 2013 Acura TSX on Dec 30, 2014. Everything seemed good; the negotiation with Mr. Barrette was pleasantly honest and accommodating and I did not feel like there was any BS going on. I was also assured that they vehicle had undergone a "Strict comprehensive inspection" and that anything cosmetic, etc. had been addressed and fixed. Seemed legit at the time, however the next day when it was not raining and I had a chance to wash the car I noticed strange touch up paint on the hood of the car which should not have passed inspection, there was a chip in the windshield that I think was hidden under the rain of that day, the driver side window makes a noise as if it will break at some point and when I attempted to address this with the dealer's service department I was basically told that I should have pointed this out before taking delivery of the vehicle. Fine, I can deal with that. However this past Saturday I went to change the oil (swap out for synthetic and a real oil filter) I noticed that the drain bolt was torqued on so tight that a high powered professional impact drill could not loosen it at all. On top of that the crush washer that is supposed to always be installed is nonexistent. Needless to say I contacted the dealership's service department again and was given the runaround and told that this might take at least an hour and that no appointments are available. All I was asking for was to loosen the bolt enough for me to drive the car back home to change the oil myself. I do not see why this would take any longer than 10 minutes. I advised the service person that I will have to figure it out and tried numerous other dealerships in OC that would not help me. I called back and spoke to the receptionist/service appointment person who apologized for the situation and said she would have a service advisor call me back first thing Monday morning. Needless to say it's 12:30pm on Monday and I have not heard a thing from the dealership.

I would not recommend this dealer.