Fountain Acura
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Customer Reviews of Fountain Acura
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Horrible Service
by Mister on 01/09/2025This Dealership has given me multiple horrible experiences since owning this suv. First let’s talk about customer service from start to finish . Acura is supposedly Honda’s “luxury” lineup yet their customer service is deplorable and the… worst I’ve ever experienced at the Fountain Mall location. When I took my wife’s car in for its first service I wasn’t greeted, acknowledged or approached at all. I’ve been to many other dealerships from Ford, Lincoln, Honda, Hyundai and Genesis and they all greet me before I even exit the car. Acura however, seems to be above approach. My first interaction is with Wilfredo Rivera whose demeanor is likened to a grumpy malcontent middle aged man that is only happy when he’s self served and left to his own lowly devices. His communication is very belittling, rude and downright ugly. This is the face of the customer service at Acura Fountain Mall. Nonetheless I overlook it and chalk it up to him having a bad day. Well apparently everyday is a bad day for him because on several more occasions I encountered the same demeanor and to that point I vowed to never return. As such I’ve been having my ACURA serviced at a Honda dealership where I’ve had much more pleasant experiences. The Fountain Mall service department is so bad that they don’t even offer car wash at the end of service or do basic courtesy service like check tire pressure and add air to low pressure tires even though they supposedly check those things when you bring in the car for service. This last service took the cake and solidified the multiple negative experiences I’ve had with this service department in the last 3 years. This last service was a fuel pump recall so I had no choice but to take it to this service department because the two or three other Acura dealerships that exist in Orlando, it is the closest. Wouldn’t you know, low and behold Wilfredo is my service advisor but this time I was prepared for his surly attitude. He didn’t disappoint. Almost immediately he began Barking that they didn’t have the part that I drove almost a half hour to come in and get serviced. He tried to tell me that the communication I had was with an automated text service to which I replied, that automated text services don’t schedule a date and time. If they didn’t have the part they should’ve said so and I wouldve scheduled for a day when the part was available. Wilfredo pretended that he didn’t understand me and couldn’t fathom that communication I had with Nestor told me to come in for service on that day and tune. can happen verbally and written. After explaining that the communication I had with Nestor was through text and that Nestor scheduled the appointment, Wilfredo attempted to dispute the legitimacy of my statement by proclaiming that I spoke with an automated service even though Nestor was the person that contacted me first after I made an inquiry Months ago. Nestor supposedly wouldn’t verify even though I kept showing Wilfredo the correspondence between Nestor and I and proving that it wasn’t an automated one way correspondence. After about 10 minutes of back and forth and Wilfredo realizing I wasn’t leaving until I spoke directly with Nestor who conveniently was no where to be found, they magically found a recall part that supposedly belong to another customer. Before finding this part, Wilfredo swore they’d have to order this part and I’d have to come back. Reluctantly he processed the the service and told me it would take 3 hours. About an hour in I see my wife’s car pulling off the lot and going God knows where and didn’t return for 15-20 minutes. Where are you going in my car and why would you need to test drive it for a fuel pump recall for that long? To add insult to injury, they came back and it sat another 30-45 minutes and Wilfredo never called me to close out the service. I had to approach him just for him to tell me that he can send me on my way but not with the receipt because they didn’t do the work on the ticket. At this point I don’t trust anything they say or do so I told him that I wasn’t leaving without receipt. His reply was that it’d be ready in another 15 minutes. Between Wilfredo’s horribly attitude and his undesire to address by my last name which is what should happen at places of business where money and service is exchanged, I would never advise anyone to take your car for service here. They’ve never cared or pretended to care about me the customer so I know they don’t take care in their service of my car.Don't Bother with Service Dept.!
by Lost New Customer on 12/10/2024Service dept. would not answer the phone to make a service appt, and website was inoperable to make an appt, too. Went to Acura Sanford for better response and service appt. Don't waste your time with Fountain Acura!The Service Manager, Nestor Diaz, displayed aggressive and condescending be
by John P on 11/27/2024updated 12/03/2024I had an extremely disappointing experience with Fountain Acura. After purchasing a brand-new 2024 Acura MDX, I noticed an issue with the Low Tire Pressure indicator immediately after leaving the dealership. I returned to the dealership. I… spoke to the Sale Manager (Jason Muss) about the issue and he instructed the sale person to bring it to the service department to have it addressed. The sales person returned within 5 minutes with the car and stated they found no issues. He stated it was just low air pressure. In my attempt to address this issue, I encountered unprofessional and hostile treatment from both the sales and service departments. The Service Manager, Nestor Diaz, displayed aggressive and condescending behavior, creating an intimidating and unpleasant environment. This behavior is unacceptable and reflects poorly on the dealership's customer service standards. As a loyal Acura customer for years, I expected better treatment and resolution of this issue. Unfortunately, my trust in Fountain Acura has been completely eroded. I hope the dealership takes immediate steps to improve its customer service and address these unacceptable practices.Five Stars for Ben at Fountain Acura!
by Joseph C on 10/05/2024I recently purchased a used 2020 Ford Edge from Fountain Acura and had a fantastic experience thanks to Ben. He was incredibly helpful and knowledgeable throughout the entire process. Unlike many car salespeople I've encountered in the… past, Ben was not pushy or aggressive. His low-pressure approach made the car-buying experience enjoyable and stress-free. Ben was patient and took the time to understand my needs and preferences. He answered all of my questions thoroughly and provided me with all the information I needed to make an informed decision. I'm so glad I chose Ben and Fountain Acura to purchase my new car. I highly recommend Ben to anyone looking for a no-hassle car-buying experience. His friendly demeanor and expertise make him a standout salesperson. Thank you, Ben, for making my purchase so easy!Hi Joseph, thank you for your kind review; we are happy to pass along your comments to the team here at Fountain Acura! Please let us know if there is anything else we can do for you; we are more than happy to help!
DO NOT GO TO FOUNTAIN ACURA
by Anthony on 12/14/2022Fountain Acura, we have a MAJOR problem and unfortunately, seems to have REPEATED itself under very SIMILAR circumstances from 2019. You think you’d LEARN your lesson, but clearly you DIDN’T and has now come to this ONCE AGAIN… I had my… 2023 Integra serviced this morning, specifically the replacement of my front passenger tire that I punctured yesterday afternoon. I left it overnight due to the tow truck arriving in the late afternoon. I received a call this morning indicating my car was ready for pickup, great! I went on my lunch break to pick up my car, got my keys and proceeded to leave when I noticed a new scrape on my rim along the edge that wasn’t there prior and not from the puncture yesterday. As anyone would do, I went back inside to further investigate. William Ramerez, a service specialist who was initially nice and offered to assist, went with me to my car to take a further look, awesome! Upon walking up to the car and showing them the additional damage inflicted by the service department, they tell me that it wasn’t them. Furthermore, “since there was prior damage, we won’t fix it”. I then ask to speak to Nestor Diaz, the service manager who was on lunch, and wait until 1pm to see if I can speak with them upon return. They weren’t back, and now proceeded to speak to the General Manager, Kyle Clements, who conveniently went on lunch at 1pm. I now leave to go back to work and receive a call from Nestor Diaz, the service manager. Wonderful, however when I explained the situation, they proceed to tell me they took pictures and documented prior, was already there and not inflicted upon them. I kindly disagreed, since I know it WASN’T me, where they then have an ATTITUDE. I said it seemed to be inflicted upon the device that attached the tire to the rim where they respond it wasn’t the case and only dealerships who service the NSX have these devices, which in my simple research is a LIE. So, you’re telling me a person PHYSICALLY stretches the tire around the rim, I wasn’t aware we’re in the dark ages? Please note the NSX IS serviced at Fountain Acura, so ONCE AGAIN I was LIED to. They then offered a fix and would cost 120 dollars, but I’D have to PAY for it. ABSOLUTELY NOT, where they then ended the phone call saying, “Well then we’re not fixing it”. Now I’m FURIOUS, HOW DARE THEY and WHO DO THEY THINK THEY ARE. Fuming on my drive back to work, I left both Kyle Clements the General Manager and John Sanborn the Operations Manager voicemails to address my inadequate exchange with their dealership. Upon returning to my desk and being DISGUTED with the outcome, I then call 10 SEPARATE times and am transferred around and sent to voicemails, where they seem to have a problem getting me in contact with a manager, any manager at that point. NEVER in my life have I experienced such HORRIFIC customer service. I completely owned my inflicted damage and DON’T appreciate this TREATMENT. Furthermore, Nestor Diaz SHOULDN’T be managing a customer facing department when they’re clearly LACKING the most BASIC customer service SKILLS. I said this BEFORE and will ONCE AGAIN, your customers are EVERYTHING and MAKE or BREAK a company. There seems to be NO RESPECT, EMPATHY or COMPASSION. Furthermore, ACURA prides itself on “PERCISION Crafted Performance” however there was no PERCISION by the service department when servicing my Integra. You’d think they would’ve responded with something along the lines of “We’re sorry to hear this, Let’s take a further look into this, We’re going to follow up with the technician, Let’s gather additional information and reach back out…” but NO, instead I get HUNG UP on by Nester Diaz at the end of our phone call after their last exchange. ACURA, get your ACT together and HOLD yourself ACCOUNTABLE to your company values and MORE IMPORTANTLY translate them down to your customers. I DEMAND my rim FIXED if not a new one completely. If this is not rectified, I will be SUBMITTING a formal COMPLAINT to the BBB as I will not TOLERATE this OUTCOME.Excellent customer service
by Emad Ibrahim on 05/04/2020Ms. Cathy Douglas contacted me quickly when I sent an e mail to the dealership inquiring about Acura car. She was very pleasant and professional trying all day to work out a deal that I am happy with. She tried hard accommodating my needs.… I highly recommend her to any one interested in Acura car.Acura - we have a MAJOR problem
by Anthony Tufano on 03/13/2020Acura – we have a MAJOR problem. I leased my first Acura ILX back in August of 2019 at Fountain Acura in Orlando, Florida with Kevin… I was excited to now be a part of the Acura family. Immediately after on August 17, I purchased wheel… locks from Fountain Acura to protect my rims. I kept my wheel lock in my glove compartment so I know where it would be at all times and the reality that I won’t use it often. Fast forward to February 1, I went to service my Acura ILX for my first oil change at Fountain Acura with my assigned service advisor Will Rivera. In addition to the oil change, they rotated my tires to maintain even wear and extend the life of my tires… that is great. Fast forward again to Sunday, February 9 and I get pulled over by a police officer. When I went in my glove to get my registration, I notice my wheel lock is not there… this is strange. After getting home, I looked through my entire Acura ILX including under my seats, glove box, two additional storage compartments and the trunk well containing the inflator kit... I didn’t find anything. I have not used my wheel lock once at this time. At this point, I am VERY concerned that if I need to take my rim off my Acura ILX in the event of an emergency I CANNOT. Now, I called Fountain Acura Thursday, March 12 to confirm my appointment I had made on the Acura app for today, March 13 and was told by Jose that I did not have an appointment on file… this is not a good look. Luckily, they were accommodating and were able to confirm my original appointment time of 10:45am today, March 13… thank you! Please note I took off work for this appointment and am using my paid time off. I arrive at Fountain Acura for my appointment earlier today and am greeted by a very pleasant employee… great start to my day. I advised them of the situation and they bring me to Will Rivera. I now explain this entire situation to them and without letting me speak, they inform me that they use their master set and did not use my lock… interesting. I explain that I DID NOT use my wheel lock and the last person to use it was Fountain Acura. I then ask to speak to the Service Director, Nestor Diaz… what a joke. They were very confrontational and made me feel very uncomfortable… I thought I was a part of the Acura family? Without letting me explain my situation, they immediately tell me that there is nothing they can do and I LOST the wheel lock… really? I DO NOT appreciate being told something that I DID NOT do. I then asked if they cannot replace my wheel lock to refund me for the wheel lock to accommodate me… they again said NO. Fountain Acura, why should I pay for a good that I am not using due to Fountain Acura MISPLACING my wheel lock? I then ask to speak to the General Manager, Kyle Clements and am told by Nestor Diaz that they are out of the office until Monday… plot twist I went to the building they are in and was told by the receptionist they are PRESENT but in a meeting. They LIED TO MY FACE… DIPLORABLE. I am a current MBA student and one thing I learned in my marketing class, your CUSTOMERS are your GREATEST ASSET and can MAKE or BREAK YOU. This is not the way you treat a customer, a member of the Acura family, Acura. I am SO VERY DISSAPOINTED and besides myself that I was not fairly assisted and LIED TO MY FACE. My parents have an Acura MDX and Aunt and Uncle have an Acura ILX and Acura TLX. I have told them and will tell ANYONE ELSE to AVOID Fountain Acura at ALL COSTS and Acura all together. Your customers, your Acura family members, DESERVE much better service than this… this is UNACCEPTABLE. GET YOUR ACT TOGETHER ACURA. I WILL NOT lease an Acura after this… RIDICULOUS. I called up Acura Client Services, spoke to Rafael and have an open claim… I AM NOT taking NO for an answer. An oil change DOES NOT merit employees taking things out of one’s car… I completely understand mix ups happen (we’re all human) but I NEED to be ACCOMODATED by having a replacement since I PAID as well as time LOST that I now had to cancel my plans on my day off for DEALING with THIS. I will be contacting the BBB to inform them of this AWFUL behavior and to PREVENT this from happening to another customer if this IS NOT RESOLVED. Please reach out to me – thank you.Service very good
by spicymikey on 08/15/2007Well trained and courteous service dept. Fair pricesFair price...no hassle
by zimmer on 03/31/2013updated 04/25/2025We used Edmunds to price leases for a new MDX for my wife. Some dealers did not respond at all, some responded with the standard "come in and talk and we'll give you a great deal" and some responded with the national Acura… figures. Fountain offered a price based on the True Market Value, with much less down. The transaction was smooth...no hassles, no games. This is the second Acura my wife has leased with Fountain and she is very pleased.Excellent purchase experience
by billncat on 04/22/2014updated 04/25/2025I had a horrible experience with the Acura dealer in Ocala. A friend recommended Fountain Acura. I decided to check them out and worked with Josephine. Not the cleanest dealership I've ever seen but the purchase experience was top shelf. I… would highly recommend this dealership from a purchase perspective. I have not used their service dept. BMamazing customer service
by rrodzlmt on 03/15/2014updated 04/25/2025Thanks to Josephine M. with helping us in our automobile purchase,with her knowledge and expertise our deal was the most pleasant and joyful experience ever felt in a dealer. Truly worth the drive from Miami.Best of the BEST!!!
by r2877 on 03/14/2014updated 04/25/2025After several dealers and several different SUV models we finally decided to stop at Fountain Acura to look at the MDX. There we were met by Christopher P., he greeted us with a smile and a handshake. At that time we had no idea how special… our experience was going to be. Chris is an exceptional sales associate but more importantly a exceptional human being. After being presented with a car that we both loved he went to work and worked for almost a week to get the deal done. I had explained to him that I was having some difficulty with a recent Heart Surgery, and he called and text me daily not to discuss the car, but to genuinely ask how I was and if he could assist me in any way, Both him and his Sales Manager Kyle worked hard to make us happy not just sell us a car. We are most appreciative for the experience of buying a new car but more appreciative of the friends we made.
About our dealership
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by Aurora Saccone on 12/04/2024