Sterling Acura Poor customer service at Sterling Acura Austin Texas

My son went online looking for a Acura, since Gunn Acura of San Antonio, did have the vehicle he wanted.

There is where the nightmare begins. The salesman from Sterling Acura called him back. My son was looking for a black or white Acura TL. The salesman said he had both in stock.

A few days later he called the salesman told him he was on his way to look at the cars. The salesman said "we will waiting for you" We we arrived after our hour and half drive to Austin, we were told both cars had been sold.

Very disappointing, but oh well. He found another 2004 Acura TL that he liked. Although it was a certified car (meaning 150 point check has been done, the car is in excellent shape) It had a large hole in the windshield. When this was pointed out to the salesman, he looked surprised. I was assured it would be fixed.

Then after hours of waiting we finally made it into the finance office. We were approved. We got the congratulatory hand shakes. They gave us a loaner car, since my son added a spoiler and window tinting, which could not be done that day.

I didn't hear from them that Monday, so I called about 3:00 pm and asked when the car would be ready. I was told they couldn't get financing. I was shocked. So I asked them if they could go through my bank. I was told no, "there aren't one of our provider's" OK...I called my bank with in 2 hours I was approved.

They had 48 hours to get the car ready to deliver. The free XM was not activated, my son was given only one key, NO remotes..(we were told they would over night it.) A certified car comes with brand new mats, he was told they were in the trunk.

We my son arrived at the house, he told me he only had 1 key. I was furious.I asked "where are your mats?" When we looked in the trunk, there were cheap old foam backed mats, that were dirty.

I knew that it was after 9:00pm and would not be able to reach anyone, so I wanted to leave a message on the salesman's cell. Of course, it was full. The salesman called me back right away. I proceed to tell him we are suppose to get new mats, and remotes. He started yelling at me, saying "he is home with his 6 month old baby" I said you shouldn't have called me back then" I asked him why he didn't follow through on the delivery of the vehicle since that was his job. He told me that he got yelled at, for getting the car ready when they didn't have the money in their hands. I told him this has been a nightmare from the start. He then told me," he wished we never walked through the doors, and that he ever saw our faces"

We did not complain, and were very cordial the entire time.I got the financing myself. They had very little work to do. It appears customer service is a BIG issue at STERLING ACURA, there is none.

The 150 point check they are suppose to do, clearly wasn't done either. The trunk pops open on it's own at least 3 times a day. The windshield had a hole in it (it was fixed with a plastic solution) the back speaker is blown.

I wonder if they sell cars as "Certified Pre-owned " which you pay more money for, while ignoring "Acura's clear 150 point check?

That would be fraud...

J_724
Helotes, Texas
U.S.A.