Welcome to Rick Case Acura’s website, where you can browse our entire inventory of new Acura vehicles and used cars at our Fort Lauderdale dealership. Come visit us to test drive a vehicle, speak to one of our experts, or discuss financing options. You can also call us at our number above. Rick Case Acura provides luxury cars and SUVs from Acura to the Miami, Pembroke Pines and Pompano Beach area. Our large selection ensures that we have a vehicle for everyone, no matter what it is you’re looking for. If you’re looking for a vehicle to help you stand out, like a stylish convertible sports car, or a powerful and comfortable family mover like a luxury SUV, visit us today!
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I BOUGHT $900 PARTS, WAS SUPOSSED TO GET IN ON 2 OF FEBRUARY, WAS CHARGED THE 1ST OF FEBRUARY, AND TODAY IS 9TH OF FEBRUARY AND NOTHING! THEY DIDNT EVEN KNEW THE ORDER NUMBER, II IHAD TO GIVE THEM MY AMEX NUMBER SO THEY CAN TRACK THE PAYMENT AND WAITED FOR 3 HOURS, THEN 4 DAYS AFTER THEY SAY THE SENT THE MERCHANDAISE
I ASKED TO SPEAK WITH HUGO THE MANAGER, HE WAS ON A TRIP, EVEN THAT HE WAS THE SELLER, SO I ASKED TO SPEAK WITH OTHER MANAGER AND THEY SAID THEY DIDNT HAVE, AFTER YELLING AT THEM, THIS ALEX SOMETHING SHOWED UP AND STARTED LECTURING ME HOW TO BEHAVE!!! STUPID PEOPLE!!!!!AND I HAVENT GOT IT!!!!!!!!! TRY AND WORK WITH NORMAL PEEOPLE, NOT WITH THIS ASSHOLES
RE: LETTER TO RICK CASE AFTER 1 MONTH OF CAR BEING REPAIRED/NO ACKNOWLEDGEMENT THAT THERE IS A CUSTOMER SERVICE ISSUE WITH REPRESENTATIVES
I went to pick up my car and paperwork (Acura’s 150-point re-certification inspection papers and 2 years service which includes car detailing, engine and transmission checks, fluid changes, and tire rotation) promised by Dave Marshall and Mack (service representative). I left Rick Case Acura dealership off State Road 7 and Sunrise Blvd afraid, nervous, shaking, and embarrassed after the experiencing hostility, interrogation, intimidation, belittling treatment, and idle threats. I was very upset because a representative by the name of Thomas was screaming at me at the top of his lungs, making condescending remarks related to my level of knowledge of car batteries, did not have the answers to a concern that I posed through Dave Marshall and Derek (a person I was told is taking over from Dave Marshall)who communicated on my behalf, and threatened to call the police that I stole his car (loaner which was low on gas) from Rick Case. Dave promised that based on the prior inconveniences (being stranded for 1 hour and 1 hour away from work because car battery had gone dead after 6months, all four tires changed after 2-3 weeks of purchase, spare keys and remote NOT made after the car was on Acura’s lot for 2 days for that purpose, and hostile communications and negligence in overlooking the service work required when remote and spare was suppose to be made by Mark Riley, and condescending, inaccurate remarks being made by Ryan of servicing when attempting to amicably resolve the ongoing problems with the newly purchased 2006 Acura RSX silver 2-door vehicle) he was going to make sure that my experience was going to be a pleasure one from that point when we spoke. All I asked was for was my car, the copy of the inspection report, and a copy of the 2 years service commitment in writing. I ask for this because I received no copies when I brought the car in for the remote and keys to be made which maybe the reason why it was never done. Tony received the car that day and received my clearly communicated report regarding what my car was there for. Why were the keys and remote not made if not because of lack of documentation?
While I had the loaner, I returned to fill it up with gas (Dave stated that it was the least he could do for the disservice when I lost time from work), Dave was not there when I returned and I waited about 30 minutes for the same guy, Tony and another guy to decide whether they wanted to believe me or not. They refused to honour Dave’s promise and told me I had to return another time. I had to become more insistent on what I was promised before Tony came back again and said we can do it but there is no Manager to sign for the authorization of the gas fill up. Can you imagine driving with confidence without calling prior knowing that this next Rick Case Acura leader sounded legitimate and being turned away? No customer should have to battle like that, unless the message you are sending is that Rick Case Acura is a battle field therefore I must be ready to fight for what I was promised in terms of a quality product and prompt, efficient service. I will not be adopting that mentality just to communicate with one company out of many other choices for used car purchases. My friend who listened to the conversation with Dave was appalled at how I was being treated and the fact that he was able to personally speak to Al Henderson and IMMEDIATELY get resolution and it is going on a month and I am still being strung along.
I was an extremely happy customer after Edny (sp) had the patience, knowledge and expertise in educating me on the luxury line of Rick Case Acura cars as a Honda owner, and the financing process as a first time purchaser to dealer-sold cars. I t took me 2 weeks to make a decision because I was told to beware of car salesmen when you approach a dealership as a female. I am not intimidated by this process and the pressures of sales is right within my comfort zone. Edny was professional, courteous, respectful of my level of knowledge, and VERY easy to talk to.
After today, there is no way I will go close to Rick Case’s dealerships without feeling secure and protected. I have gone above and beyond in speaking to everyone who should have been involved at the first point of contact and professionally trained in problem-solving what were simple car problems. This situation warranted integrity but there was none on the part of Mark Riley and Stan Bostic. I began speaking to Stan on the first two occasions when my car was left for the 2 days period so that they would make the spare key and remote which they did not have at the point of the sale. Edny communicated with Ruben Ramos way back in April and informed him that the spare and key was not presented to this purchaser. How come Ruben did not know that my car was on the lot when I left it there for that purpose? Edny was left with an apology and a referral to mark Riley. I followed up with Mark Riley through voice messages and operator pages on 5 different days. It was when I got tired and about another long period passed by and my daughter and I were locked of our vehicle at home, I realized how inconvenienced I left in not being able to step back into my home and retrieve a spare key because Rick Case Acura did not deliver good on their commitment. Subsequently, the 30 minutes break I had before a conference call where my daughter and I planned on heading to the grocery to obtain a meal for her dinner, it was lost. What a lowering standard to our quality of life for that day when we had to resort to eating a sandwich because it tool over an hour to wait for Emergency Road Side service to open the car versus a 15-minute trip (we took for granted) to the nearby restaurant for a descent meal.
Feeling helpless that Mark Riley was a very difficult person to contact, I called his cell phone and received the answering service. I had made up my mind that leaving was message was useful based on the trend occurring at that time. I immediately called Stan again the following week and asked for help and he directed me to Mark riley again. It surely seemed that I was hitting my head at a brick wall. How long was it suppose to take a dealership to make a remote and key? I was told one hour. Indeed Stan got results because Mark Riley called my back within minutes after speaking with Stan. However, instead of getting to the point and addressing the concern of when the key was going to be made, we were stuck in a conversation on how I did not try hard enough to reach Mark. He took me round in a loop accusing me of not calling enough or leaving the messages on the right phone because I should have been calling the cell phone not the office phone. How frustrated I was and turned off I became from communicating my need (keys and remote and date I could bring the car). I wanted to just crawl back to the point when I purchased the car and give it back it meant being treated like crap. I started to think that I had not done my research to inquire on how did Rick case and his crew treat their friends. Clearly my standards were highly and of a better quality as I have had friends for the last 20 years of my life from all over the world. I certainly did not feel that this friendship with Mark Riley would last another minute by my standards. After being scolded like a child by a father I hung thinking of ways to get another friend to take my car into the dealership as I did not want to walk onto the lot and deal with people like Mark Riley (General Mgr), especially being that he was the leader of this location. Therefore, I chummed it up as a loss not having an extra key and remote.
Now, I faced with an uncomfortable feeling about my purchase, my interaction, and my perception on whether:
(1) I got a lemon as a purchase
(2) I made a sound decision on where I purchased my vehicle
(3) The integrity, professionalism, and courtesy is a reflection of the lack of confidence in the product(s) you sell.
Rick, you now have a condensed version of what I encountered in addition to the fear that I would be pulled over by the police because I am apparently driving a stolen/unauthorized loaner because I feared for my safety while on your lot and could not think straight and raced out of Rick Case Acura so to protect myself from the hostile, threatening encounter couple hours ago.
My last conversation was with Dave Marshall with my friend John on the line. We had a conversation on Friday night. I this unfortunate that an employee is given so much responsibilities while they are recovering from what Dave described as surgery. I spoke to Carol a second time when I went to pick up the car on Monday and what Mack stated was a “ready” car, was NOT indeed. Carol in turn called Dave and asked him to handle this. I empathize with Dave because I am a president of a corporation and would NEVER ask a recovering employee to work while recovering from a major medical condition such as his. I must say that besides Edny, Dave attempted to make do on all the wrong done but Friday night, my friend and I sensed that he did not want the responsibility of following-up on why my car and the promised paperwork was not ready when I went to pick it up on Monday. Since Monday I have not received any communications from Rick Case Acura, short of a voice mail from Mack informing me that I should not return between 3-4 pm that Friday to pick up the car because it would not be ready after replacing a damaged passenger side floor mat and detailing the car.
I was being instructed to call Mark Riley which at this point is not a viable option in my eyes. Thomas called my home this morning and had a similar attitude as Mark riley. Badgering, rude, and inattentive communications are not my strong points for continuing a conversation. I could not finish my sentence before he rudely interrupted and took over the conversation. There is no way any company representative can solve a customer’s problem without effective listening and excellent problem-solving skills. I trust that Dave would have communicated my proposition based on the lack of confidence after leaving my car in your company’s car for approximately one month now and being told by Mack that, “”…there is no guarantees in life…” This was his response when I asked if I would be coming back onto the dealer lot within the next year with similar problems.
Let end by saying that this letter and my attempt to solidify the answer to my proposal to Dave took precious time and commitment on my part. Time from my career commitments for today, my family’s agenda, my school assignments, and my confidence in my purchase. Your voice message clearly stated that in your 47 years of car sales, you have always been the opportunity to help your customers. I am sure you can appreciate this condensed version of the facts and series of events this one customer has experienced in your dealership environment. I am also sure you can appreciate my nervousness and attitude in why I abandon communications with anyone in your company because there seems to be a trend in how your employees are trained to communicate. If I judge the whole by their leader, I can pretty much judge what my future experiences will be like. If I could make this right so to be contented and happy, I would like to return this car and pretend that I NEVER walked onto your lot. As this would be my last time walking onto a dealership’s lot. I have always purchased used cars and was sold by your commercial about the graduate’s pride in car ownership. I was a recent graduate and wanted that feel good feeling in investing in a new ride.
This was my first time purchasing a car that was less than 4 years old. All my former purchases have been old model Honda’s and Toyota. I felt that I found integrity in the salesman who got me to return just to listen to want this 2006 luxury Acura can do for me, my needs, and image.
Well through the words of my 10 year daughter, “Mommy, it looks like a luxury outside, they did not say that you would be getting a luxury ride on the inside.”
Consult Dave or Derek regarding my proposition and please get back to me because I am so not comfortable driving your loaner and would like t put this scenario behind and bring final closure to this frightening, nervous, horrific, deplorable experience as a Rick Case Acura purchaser.
I can be reached at 954-797-0225. I attend night class and must leave as I sat waiting for your call (any Rick Case Acura representative)since leaving you my last voice message (on 954-234-1022) within the last 2 hours. If you need me to reiterate the proposition, I would be delighted. Please let me know. I trust that your internal communications are effective enough that Derek or Dave would have your customer be strung along any further in outlining every single detail and other facets of this experience.
We are available from 11:30 – 12:30pm tomorrow, Tuesday by phone. Please if we can arrange an appointment to speak with you at 11:35am to bring closure once and for all, please confirm the next step in how you will be handling this situation from henceforth.