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Sold me a used Acura with a half attached front bumper. Claim the vehicle passed inspection, so they refused to fix it. I wonder how the man I spoke to knew the vehicle passed inspection without looking at the document – if they even keep inspection paperwork. I’m sorry, but I do not believe this car should have been on the lot. The fog lamp isn’t even attached – the bracket to hold it is missing!!!!
BBB rating of D-minus–shame on me for not reading it before engaging Marin Acura. I verbally agreed to purchase a car from Marin Acura. The salesman asked for all of my personal information including Social Security Number, Home Address,license number, etc and assured me that paperwork was forthcoming. One week passed and no paper – after several follow up phone calls and texts – all unanswered by the salesman, I contacted the general sales manager ( it took 3 tries before a response). The general sales manager offered another option at the previously agreed to price, which was an acceptable solution. 5 days passed when I received a call from the finance manager to review terms, the price went up 1,000 from the agreed upon number. Bottom line, this feels like a SCAM to collect personal information. I’ve notified all of the credit agencies, that my personal information had been obtained unethically. Beware of Marin Acura
We would actually like to thank you for your management of such an excellent dealership. We had purchase an Acura from your dealership many years ago and since that time purchased another Acura from a dealer local to our area. We tried our local dealership and were not satisfied with our interaction. We then decided to call your dealership – even though you are over 2 hours away!
I spoke with Michael Gafford by phone and we were able to purchase a new 2012 TL in about 10 minutes. It was amazing. Mr. Gafford asked what our requirements were and listened very carefully. He then told me what he could do to meet our needs as closely as possible. I had a sense that I could have asked for a slightly lower price, but did not do so because Mr. Gafford had been fair and worked to meet my needs to the best of his ability. He was “worth” any difference we might have gained.
Mr. Gafford also delivered on each and every commitment he made to us. When he said he would call back – he did. When we arrived at the dealership, he had everything ready and also the promises he made on price were all accurate. He also introduced to every member of the dealership that would be assisting us. He looked after our comfort and met the timelines we had set. He also welcomed us with a hug and made sure everything came off expertly.
Our next pleasure was when he introduced us to Steve Kerekesh. Steve made us feel we had made a perfect choice. He expressed pleasure at having driven our car from another dealership and assured us our vehicle was in perfect shape. He showed us our car with excitement and informed us about every option and feature. He very professionally worked on our paperwork and explained anything we required. But what we liked best was how personable and warm Steve was to us and our son. The highest compliment that I can pay him is that I found it hard to leave the dealership and would have liked to have dinner with him and your wonderful staff.
Lastly, but certainly no less amazing, was John Pierre. He quickly and expertly worked with us on the financial aspects of the sale. He was warm and funny and it was painless. In fact it was pleasant. I have never been in a car dealership like this and hope I will not have to visit another. I will be buying another car within the next year and will now find an Acura at your dealership rather than deal with another business (and I love my Volvo, so this is saying a lot).
I do not frequently write letters of this sort, since my life is overly busy, but in this case it just needed to be done. We were excited to see a business (we have our own business too) run in the way it is being run. It defies the normal car buying experience and makes it pleasant and, sincerely, we feel we have made new friends (old friends).
My last comment is this: Many years ago my husband was in law school and we bought an Acura Integra from your dealership. After my husband reminded me of this – we remembered that I sent Kevin on a bus to get his new car. It is likely that I was working and could not take him. We remembered that the salesman picked my husband up at the bus station and brought him to your dealership to pick up his new car. Now that was service then and your business offers the same quality service now! It is rare and we are appreciative.
If you can reward the members of your staff, we hope you will do so. They are invalueable members of your organization. While you may be thanking us – we wish to again thank you for such a positive and pleasing visit to your dealership.
My 86 year old mother took her Acura to Marin Acura in Corte Madera to inspect what seemed to be a sticking accelerator and walked away without a diagnosis but with a $2300 repair bill which they tried to push for more!l. Her Acura has 27K miles and is driven very lightly and is always parked in a closed garage. Its in great shape. She had experienced the car accelerating when she took her foot OFF the accelerator pedal. At 86, having the accelerator stick is pretty serious as she isn’t that quick and could have easily rammed another car’s rear before thinking to use neutral or slamming the brakes. They let her leave with what was a minimal test of the pedal.
When she took it too Marin Acura, they didn’t use the kind of care this kind of tricky problem demands for an elderly woman. They looked at the accelerator and declared “no sticking or binding”. Then they used the old trick of finding other unrelated problems so they could bill her. They kept adding consecutive overpriced questionable repairs and talked her into them on the phone. They clearly were aware she didn’t know enough about cars to judge for herself based on her situation and was sweet/trusting easily spotted as someone to squeeze as much money out of as possible.
At 27K miles, they insisted her Acura needed its 30K service for $500, 3000 miles before even required. The service could have been done at a place like Oil Stop for 1/4th the price so they used an early service as a means to squeeze over $300 from her and look for other problems difficult to show as unnecessary at that time. Then they told her she needed to have a new timing and drive belts followed by replacing the water pump at 27K miles.
After failing to diagnose the problem she came in about, they had wrung up over $2500 fixing THEIR “concerns” and then tried for more. After all this, they showed no shame telling her they then wanted to adjust her valves, replace her leaking rear shocks and replace her spark plugs and another $2000+. At this point she said “no”, sensing something just wasn’t right. I wonder if they would have ever stopped by themselves. That however requires integrity.
To summarize their questionable business practices — they sent an 86 year old women away with a potentially serious accelerator pedal problem ( no charge ) — Leveraged her age/sex and trusting/sweetness to add over $2500 of questionable or overpriced repairs — Tried to go for another few $$thousand seeing they had a mark before she stopped them. I wish she had called me so I could review the “needed repairs” but unfortunately she trusted them.
The problem of some dealerships appears to be quite serious at Marin Acura. They have no shame so if you are elderly or a women (or anyone) who hasn’t enough knowledge to question them, avoid these people for repairs that are not REQUIRED by the dealer such as a recall. Any business that takes advantage of an elderly 86 year old woman is best avoided as they don’t deserve anyone’s business.
What ever happened to integrity?