Did you know Acura is a high-class upscale car brand? Having previously driven an Acura for 7-years, that was not my sense at all, yet this is what I've been told...by Acura.
It's true - the sales guy "Ian" at Sterne Acura kept telling me that people who go to Acura dealerships want the BEST vehicles, and will not even consider "lower" models. I walked in requesting to look at the new RDX, only to be told by Ian, that Acura doesn't really carry those vehicles since "nobody wants them." When I asked why that model of vehicle was listed/advertised on Acura's website (which also indicated this specific dealership had them in stock), Ian explained it was just a way to "keep the price points down."
This sales guy from HK thought speaking to me in Cantonese would make me change my mind about the kind of vehicle I knew I needed. Despite repeatedly telling him what I was looking for, he kept insisting I buy a more expensive model, that I was uninterested in, since "what's the point of coming to Acura if you just want the "cheap" stuff? Wow...
I've seen (and managed) many different pressure tactics and manipulative sales techniques at various other dealers, but have never felt actually insulted by a salesperson before Ian at Sterne Acura, who indicated in as many words on several occasions that I was not "elite" enough to shop at Acura. That was enough for me to walk out the door and buy a better car elsewhere.
Will not be back to Sterne Acura, and suggest you don't go here either, unless of course you are upscale enough...
I just purchased a 2019 ILX premium and once again I am extremely pleased. Michael Buttery was very informative and understood what I was looking for. Twelve years ago I purchased a CSX from Sterne, I received top notch service and would highly recommend Sterne to anyone considering buying a vehicle.
The people of Sterne Acura were very professional and provided a level of service I expected from a premium brand. We are completely satisfied with our purchase and would not hesitate to recommend them to friends and family.
Very displeased with the treatment I received this weekend while visiting Sterne Acura. After connecting with Wendy and being very upfront with my intentions to purchase one of their vehicles I was told was available, I drove 1 hour to reach their showroom, get sent out on a test drive and then when agreeing to the purchase and begin paper work I was told the sales manger dealer traded the vehicle.. while I was on a demo drive. Very disappointed
While the purchase/lease of our vehicle was nothing special or out of the ordinary, our last experience with the dealership's service department was far less from par. When we originally leased our 2020 RDX, the dealership provided us the opportunity to purchase a service package which (in their words) meant that all service charges (parts and labour) would be covered until the end of the lease. Mario, the finance manager responsible for selling the service package, used the words "you will never need to worry about service costs for the term of your lease". We aren't car salesmen or mechanics but we understood that aesthetic items or services like swapping winter tires for summer tires were not included, and we were perfectly fine with that. However, what Mario failed to mention was that the plan only covered required services and did not include recommended services which is contrary to his original commitment during his sales process. A couple of weeks ago we brought our RDX in for service. It's the first time it needed something other then an oil change. My wife dropped off the car and waited at the dealership. At no point was she informed that the service being done included an item that was not covered. When the service was done and my wife went to settle the invoice, she mentioned that we had a maintenance plan on the vehicle (which they should have checked for in advance) and that there shouldn't be any charge for the visit. The service representative informed her that part of the service was not included and proceeded to provide her with an invoice for $120. She questioned the charge and was provided with the explanation that the maintenance plan only covered required services and did not include recommended services. My wife asked why she was not told that the service was not required and given the choice of whether or not to do it. No response was provided. At this point, Sterne Acura had our car, and the invoice needed to be settled for us to get it back, so needless to say, we didn't have a choice. We reached out to the General Manager David Horvath and provided him all of the details of our recent experience in the hopes that he would be able to provide clarity and possibly remediate the situation. We exchanged a couple of emails back and forth which resulted in David taking absolutely no accountability, saying that the dealership did nothing wrong and that there's nothing further that can be done even though nothing had been done up until this point. I'm not sure that making verbal commitments in an effort to sell a product and not informing the customer of services and charges being applied ahead of time is acceptable behavior in any industry. Our immediate family collectively have leased four vehicles (two ILXs, a TLX and an RDX) from Sterne which obviously means nothing from a loyalty or customer service perspective. I would warn potential customers about their sales and service practices as they need to do some work on their transparency efforts. It’s quite disappointing to say the least.
I wanted to wait a week before I wrote this review. I can’t say how disappointed I was with the customer service and I will not return to Sterne Acura.
Three years ago, I purchased a TLX for my wife and we loved the vehicle. We purchased it from Sterne and continued to have the vehicle serviced at the dealership over the years. The service over those years was great and we felt good about giving them our business.
Several months ago, I pre-ordered a TLX Type S online and naturally chose to pick it up and Sterne Acura. I was notified of the delivery in late June and picked up the vehicle a week later. I had purchased the car for full MSRP with no discounts. I decided to trade in my previous vehicle and I had a balance of $10k outstanding. I requested to put the balance on my credit card to collect some points, as I mentioned I paid full price for the vehicle. I was told the owner would not entertain any amount to be put on the credit card, no exceptions. I was shocked the owner couldn’t pay a couple hundred bucks in service fees to keep a customer happy.
On the day of delivery, I attended the dealership and was given a very brief overview of the car. It took about 10 minutes and the experience was disappointing. I had waited months for this limited-edition vehicle and I wasn’t even offered a bottle of water. I have purchased several new cars before and the delivery of the vehicle was a pleasurable experience usually accompanied with food, a beverage, some free swag or at least a discount on merchandise or parts.
Unfortunately, I believe that Sterne Acura are totally focused on making money and not the customer experience. They are fortunate that Honda makes such an incredible car or they may not be in business.
On July 7th 2021, I had recall work completed on my Acura at Sterne Acura. The experience was smooth, pleasant and trouble-free. A special mention goes to Justin who was a very friendly person to deal with. Thank you for letting me use your 2021 TLX as a loaner vehicle and I look forward to future dealings.
Really good service. Also, thanks Matt for your help. I recommend this Acura dealer.
I have worked for car dealerships in the past and I will share that this Acura dealership is different from the rest. Truly great customer care & service. Highly recommend Sterne Acura, David and the rest of the staff. Thank you for my new/used ILX.
Extremely friendly, comfortable and helpful experience here at Sterne Acura. Richard and his team Justin and Stephen were very supportive and prompt. Highly recommend this Acura dealership over others. Thank you guys for the great job and a very quick turnaround.
Thanks to Mr. Michael for giving this great customer service. I appreciate his valuable advice and he was very patient with me.
Those guys are Good!...so far..
Always amazing service! Very knowledgable and super easy to deal with! This is the second vehicle I have leased with Stern Acura through Michael Buttery and it was a great experience. Always a pleasure!
I recently purchased a pre-owned Acura MDX at Sterne Acura. I had a great experience from start to finish. The entire team at the dealership is so welcoming and knowledgable on the products. I felt very comfortable at the dealership as their focus on having a safe and clean dealership, and process, was evident (sign in, sanitizers, masks, sanitized vehicle, plexiglass between staff and customers, etc, A+). Even though it is a brand new, state of the art building, it still feels very personal, like dealing with a big family. I met everyone from the salespeople, sales manager (David), parts manager (Rene), and even a friendly Service Advisor (Steve Jones) who offered to schedule my first service.
I look forward to future visits at this dealership. I will be sure to recommend the dealership and vehicle to friends and family.
Thanks Team Sterne Acura
From The Nelson Family
No nonsense dealership...professional staff. Vehicles priced fairly and upfront total cost is offered without the old fashioned back and forth negotiations.
Recently went in for service again. Service staff are very friendly, got my car back on time, car was washed clean, appointment schedule process was easy and organized (I was asked how many people will come in due to COVID situation limited seating in waiting area, I was offered transportation if needed). Compare to recently experience I had with Markham Acura, this dealership is million times better! Strongly recommend.
We had a series of unfortunate events yesterday and this Acura dealership was so kind and helpful to us. Their customer service was above and beyond what anyone could hope for. Definitely recommend this dealership!
Special thanks to Mario, Michael and David for helping me with my purchase for a Acura TLX. They were extremely helpful and friendly and made the process smooth and seamless.
One of the nicest dealerships you will enter. We are repeat customers our last 4 vehicles. Always go the extra mile for you.
Did B1 service for my car today. so many good review here, so I trust them. I paid $280+tax, and I mentioned that I need tire rotation. But after I back home take a close look, I relized they didn't do tire rotation , and I can't trust them do other service properly.
Tim
Very happy to have picked up a new 2020 RDX ASPEC from Sterne Acura.
Dealing with David Micallef, David Horvath, Mario Sujanto and Michael J Buttery was a fantastic experience.
The vehicle was in immaculate condition when we picked it up, they went above and beyond to make everyone feel comfortable in the dealership during this COVID situation and we really felt like we made the right decision choosing Sterne Acura.
I highly recommend Sterne Acura to everyone.
I was fortunate enough to deal with Michael Fang, Mario Sujanto, and David Horvath during the Covid closures. Not only were knowledgeable, friendly, and responsive, David, who is the GM, even delivered my car to my driveway himself! I was expecting the Covid shutdowns to make the whole process of returning my leased Honda and taking delivery to be a stressful affair but the team at Sterne actually made it easier and more seamless than during normal times. Thanks guys!
Just purchased a used car from Sterne Acura (during COVID-19 quarantine/social distancing) I was nervous at first to be buying a car without the test drive, seeing inside of it, etc. but given Sterne Acura's great reputation and COVID-19 Remote Sale Policy I decided to proceed. The sales manager, David Micallef, and Financial Services Manager, Mario Sujanto, were great during the entire transaction. They were quick to respond to me, worked with me outside of office hours and were amazingly helpful. When dropping off the car David was awesome about cleaning the surfaces, helping me get used to my new car while maintaining the required social distancing and even answering questions via email after purchase and delivery. Overall, fantastic experience buying this car... especially given current circumstances.
David Micallef and Mario Sujanto were amazing to work with when purchasing my new Acura! Even during this pandemic, the entire process was very effortless, with no contact, as they made sure all of my needs were tended to. I couldn't have asked for a better experience!
Always impressed by the quality of service of the service team at Sterne Acura. A professional and pleasant experience every time. Thanks to Gigi and the service team that go the extra mile to ensure that all your concerns are addressed. I highly recommend this dealership!
Winston was very friendly, professional and very helpful with the purchase of my new Acura RDX. They treated me fairly and nicely, and offered complimentary coffee, tea or water throughout the whole time. Overall, I strongly recommend the team over at Sterne Acura, and would definitely come back for another car.
To make the story short I will recommend my friends Sterne Acura!
Bought a Mdx from Winston, got me a great deal. Highly recommend him. Thanks
We recently purchased a brand new 2019 Acura TLX A-Spec from Matt Hodgins at Sterne. The experience was truly an enjoyable purchase. Mario was also helpful with the financing. And there was no pressure to purchase alot of other items we did not feel necessary. Unlike other dealerships that try to sell you the kitchen sink to maximize their profits. We have owned Acura vehicles since our first purchase in 2004. I also work in the automotive industry in new launch vehicles for many North American manufacturers, but Acura vehicles are superior. Take note if you want a vehicle to be reliable, it's Acura!! Hands down. Thanks again Matt, and Sterne Acura. To bad we don't live close for our service requirements. Trust assured we won't forget our wonderful experience with your company!! Oh, and BTW, Windsor Ontario could use an Acura dealership in the city!!
I visited the dealership for my acura service,received below average services when it comes to the customer care and satisfaction.
The service advisor was trying to over sell the product and it took longer than expected time for the service to be completed with no time to time updates.
Acura cars are great so as their workers are awesome at this location
I've been purchasing from the Parts Department at Sterne Acura for years and they have always been a pleasure to work with.
Great and professional dealership. Very prompt and courteous service. Would highly reccomend
Great service and was very pleased by Mr.Richard M. He addressed my concern efficiently.
Amazing service, great dealer, big and sp comfortable. Mario is a great business manager and Michael is an excellent senior sales person. This Acura dealer is is the dealer who really honest and value their client properly. Highly recommend if you looking to get acura vehicle.
Very friendly customer service and a positive experience when I took my car in for an oil change. Meet my needs of the appointment type.
Excellent Customer service by Michael Buttery. Rarely you find sales person with a genuine intent of helping and Michael is one of them.
NSX is a beauty 😍
As a car owner for almost 30 years, have had different brands from acura, bmw, toyota, audi....new or used, financed or leased. This was my most terrible experience we've had, the (used) car we bought from them had an issue right away after we bought it, trying get the manager to make things right afterwards was very difficult.
Nice waiting area with internet. Friendly staff.
My family has purchased 5 Acura's over the years from Sterne. The sales and service has always been excellent and helpful.
I just bought a 2019 ILX Premium, which I love; Michael Buttery was extremely informative and knowledgeable, he understood what I wanted and delivered! I am a repeat customer, having bought at Sterne 12 years ago, their service is exceptional, I look forward to our continued relationship!
great service. very friendly staff!
I have never been steered wrong by them. Honest service department which is very rare but important. My reverse camera went defective just outside of warranty and we compromised on the cost which was extremely fair for me without any push back. They take care of you. I have no reasons to ever switch brands again. Thanks Michael Buttery for the sale and the staff at Sterne for all you do. I love my TLX!
“Sterne Acura, more than great customer satisfaction, a delightful experience”
I am not one to write reviews, but in this case Sterne Acura is most deserving of my 5 star review. I fell in love with the Acura Brand more than 12 years ago. To me the added value proposition is the people relationship we experience that champion the total brand experience. It is both the people and brand experience that kept bringing us back to Sterne and the Acura Brand.
Testament to this is we have just purchased our third new Acura from Sterne Acura. High praises go to the dealer principal Mr. Bob Sterne and his entire professional team, all of which are still there 12 years later, a rarity in this industry.
On the sales side shout outs go to David Horvath, General Manager, David Micallef, Sales Manager, Matt Hopkins, our Sales Representative as well as Bob Sterne and his son Alex Sterne, all of whom have been extremely friendly and helpful over the past 12 years.
Service kudos go out to the entire service team, especially Steve Jones who has provided the best Service Advisor experience ever. Their Service Manager Richard Mascarenhas along with Rene Sollinger, their Parts Manager are always on your side with their valuable help and experience. Simplifying the transaction paperwork was efficiently handled by Kelvin Quek, their Financial Services Manager.
If you are looking for the total Brand and People experience I strongly suggest you trust your next vehicle purchase with the team at Sterne Acura for their great customer satisfaction and a delightful ownership experience.
We have had a few minor issues with our 2014 MDX, nothing too serious but was resolved quickly by their service manager Richard. He has gone above and beyond to ensure our happiness with the vehicle. Because of his exceptional customer service, we will continue to go to Sterne Acura for servicing our car for years to come. Thanks Richard! I would also like to give a big thank you to Russ who also works in the service department. Such a pleasant individual who greets all customers entering the garage for service with a smile, always ready to help you. We appreciate all you do! Our car always looks brand new when we pick it up!
I bought my new Acura today at Sterne Acura 😀 It was a great experience overall. I was helped by Alex Sterne. He was very patient, knowledgeable, approachable and helpful. Answered all of my questions with confidence both in person and via email. The finance manager, sales manager and owner were also great to work with. I got a great deal and Sterne Acura made the whole buying experience enjoyable and painless. Thank you very much!!
Love my used 2012 MDX and the buying experience! These guys are super helpful and they had all the info I asked for. Thanks Dave & Matt!
Bought a MDX from Angel, she is very helpful and patient to help me select the right vehicle and offer me fantastic cutomer service.
purchased a certified pre-owned Mdx from sterne a couple weeks ago. overall I was very pleased with the service at the dealership. I dealt specifically with Salesman Eric A. who was both professional and personable. Negotiations went smoothly and we came to an agreement that I was happy with, without issue. Eric helped to ensure one minor fix that was needed, was fixed within 24 hrs so that I could pick up the vehicle the next day. this was helpful to me as I was coming from pretty far away. all is well with the car and I'm happy with the purchase.
Go and see Eric in sales. Spent a couple different visits with us and couple different vehicles and was very nice and friendly. Got us the car we wanted and pushed the owner for us. If it wasn't for him we probably would have gone with a different dealership.
Great service from start to finish. Salesperson and the finance department are very professional and never too pushy and no BS. As far as we know their customer satisfaction rating is always among the best in the nation among other Acura dealerships. Service department (Steve and Len) bar to none they are the best, the complimentary Acura loaner is a plus and truly above our expectation of an Acura brand. Don't have anything bad to say about this dealership, truly recommended.