Acura of Fremont Service Department

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.

Apr 10, 2024 · Daisy Llanos

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.

Apr 06, 2024 · Shaonan Wang

"I have been a loyal customer of Acura Fremont service center for nearly 10 years, consistently coming in for Saturday service appointments since 2015. It has always been a first-come, first-served system, so I made sure to arrive an hour early today, just like I always have. After waiting over an hour and a half, I was shocked and frustrated to be told that Saturdays are now appointment-only. There was absolutely no sign or indication of this change anywhere. If they're going to overhaul a process that has been in place for years, it’s unacceptable not to provide clear notice to customers. People like myself should not have to waste their time and energy because of their poor communication. I suggested they post something to inform customers and show that they actually value our time, but based on their response, I seriously doubt they will bother. This was a huge disappointment and a total lack of regard for customer loyalty. Acura Fremont needs to seriously step up their communication and customer service if they expect to retain customers like me."

Sep 07, 2024 · Jega Palanisamy

Great place. Nice waiting are. And fresh coffee and popcorn.

Oct 19, 2023 · Jon Do

Yesterday I went for repairs. I have owned my car for more than two years. The car play plug always worked occasionally and sometimes broke. The staff at the repair station were very unreasonable and told them that the car was fine. The problem was with my mobile phone and cable. I bought a new Apple 13max from the original factory, and they almost didn’t listen to my explanation! The attitude is very arrogant! If I could give 0 points, I would definitely not give one! The maintenance done several times before was very good. This time the staff needs professional training and the problem should be considered from the perspective of the people who use the car. I can't be fine and drive to your repair department to find the problem!

Jan 16, 2024 · Huibing Song