Acura of Reno

Key Acura of Reno - Worst experience in car buying - And I have bought many, many cars. You will have to go to Yelp or Next Door to read my story as Google can't fit my experience. I just hope that no one ever has this happen to them. I also reported them to BBB, but BBB said they received no response from the business, so the case is closed. I am guessing they must know that. That is a big flaw in the system. A few people have suggested I go to one of the news stations, but honestly I need to be done with them and spend no more time or energy on this. I only decided to post on Yelp and Nextdoor because I met another woman this weekend who was telling me about her awful experience with the dealership after Key Auto Group bought the dealership. Prior to the new ownership she was so happy with her Acura experience she has had 3 Acura MDX's in a row. Now she has to travel to Roseville for service because she can not trust Key Acura. I do not trust them either. I have a $46k mistake sitting off-site in a garage collecting dust because I get physically sick every time I look at that car.

They need to learn how to treat customers. Sales departments.

Sydney wasn't able to directly help me at this dealership but instead pointed me in the right direction of one that could. I was able to get the new car I needed as a result and having a stressful day of dealing with others that couldn't help me. Thank you so much for being kind and compassionate!

Absolutely appalled by the price of simple things. Was charged $199.95 for work that wasn’t even done, $127.19 for a headlight bulb and an extra $99 just for the installation of said bulb. After all said and done, I spent $485.37 for a headlight replacement that took hours. Absolutely insane the price this place charges, biggest scam ever

Service department fixed a mistake from another Acura dealership that I bought my Acura MDX from.
My 2020 Acura MDX was leaking transmission fluid and because I could not check the level I took it to the dealership to see if there was some warranty work that needed to be done.
The Acura dealership that I bought the car from in New York did not tighten the drain plug all the way. I signed a $199 diagnose fee if it was not covered under warranty, which obviously a loose drain plug would not be covered under warranty and they tightened it up for me and topped the fluid off and did not charge me anything and they even wash the car.
I was more than impressed. I was not even charged for the fluid they used. I don't know how my future experiences will be with them but this experience was gold. You never see customer service anymore it seems and these guys gave me the greatest customer service I've seen in over 10 years. I was ready to pay a three or $400 bill and the only thing I walked away with was a quick fix and my fluids topped off and they even washed the car. Great job guys keep it up we never see service with mechanic shops being fair anymore and this is probably the best experience I've had actually in over 20 years.

Long review, but avoid this place at all costs. Hopefully it’ll help just one person avoid the headache we’ve had.

I purchased a vehicle from this place back in April 2024. (The only positive experience was with our salesman. He was very honest about what he did and didn’t know, and was helpful throughout the process). While signing paperwork, they gave us the wrong financing amount by not honoring the price that was online, but we did eventually get it fixed before leaving. After signing everything, I got my first financial statement from the bank shortly after, and I noticed it was the wrong amount. Their financing department submitted the wrong paperwork. Between my husband and I, we had to drive back 5 times to get answers, as well as calling multiple times. It took two months to finally get a resolution.

Most recently, I ordered a spare key fob as per my agreement with the dealership which stated I could order an extra one after 90 days. Since ordering over a month ago, I have called MULTIPLE times with no answer, and no call backs that I was promised. I was told the key would be ordered through the service department, so when I called the service department, they tell me it would be through the parts department. When I call the parts department, they tell me it’s through the service department. No one has any idea what is going on.

After dealing with some of the most incompetent employees, it is by far one of the most frustrating experiences, especially due to their lack of communication whether it’s answering their phone or calling back.

I was on a long trip through several states when my Integra battery died. I charged and reinstalled it, but all my systems were still flagged and unable to work. So here I am driving 1500 miles with no safety systems and my car telling me I have no power steering. Luckily I called Kitt at Key Acura! Him and the shop foreman Ryan were able to spend some time and figure out the problem! I was back on the road, safe and ready to go in no time. I can't thank them enough

I set an online appointment 5 days ahead of time. The following 5 days I received 5-15 calls PER DAY sometimes 3-4 in a row about the car. I told the sales staff that I was no longer interested and to stop calling me. I was insulted, and I continue to be harassed by Bailey, and especially Jameson. I called to speak to the sales manager and Jameson hung up on me. I called the police and am in the process of filing a harassment claim. Avoid these idiots, they have nothing for you.

Key Acura of Reno kept my car for almost 3 full working days and still couldn't give me an estimate for a stuck trunk lid.
When I showed up to pick up my car they charged me diagnostic fees $199.00 but couldn't tell me how much would it cost to fix the problem or how long it was going to take to get it done.

I came into Acura Reno to service my 2018 RDX and ended up leaving with my very first brand new electric vehicle. I am thoroughly impressed with the performance of the Acura ZDX, the comfort, luxuriousness and just everything. It is also very spacious. I never owned an electric vehicle nor have I driven one until the day I purchased this car. I have had many cars and this is by far the best vehicle I have driven in my life. Not only that, the staff were literally amazing and treated me like a queen. Just so helpful and accommodating. Overall, I had a phenomenal experience. They made sure I was happy, that I was comfortable and that I had food and something to drink. I just had the greatest experience I’ve ever had purchasing a car. If you are considering An electric vehicle just go for it. It’ll be one of the greatest decisions you’ll make. Save your money and stop paying for gas and maintenance. Go this route instead. Thank you Sydney for all your hard work!