Norris Acura West

I originally went there to purchase an older Acura however since the banks couldn’t finance it due to its age, I was talked into buying something else. First mistake. I finally decided on a 2012 TL with a lot of persuading by Andrew, the sales manager assisting me. Initially I was happy about my purchase. But with a little time I came to find out a few things…
1. I paid 6k over the appraisal amount. This was confirmed by 2 different car dealerships.
2. I bought my car in July. It’s now Sept and I still haven’t rec’d my owners manual. Something that should have been included with a certified purchase. I’ve contacted Andrew 2 times about this and although he assured me I would receive it, after confronting him about the price I paid and the 6k difference, he has yet to respond to me. All I want is the owners manual. It’s part of the purchase.
3. This was my third time purchasing an Acura and I won’t say it’s my last, but it’s definitely my last from Norris.
I work in a sales driven industry and what I know is you DON’T walk away from your buyer or your sale. It’s bad business. I honestly feel like they «washed their hands of me» once I confronted them about the excessive price gauging.
One last thing, Andrew kept telling me «I really want this car» about the car I initially went to buy. Something tells me, although the banks would t finance it — which was fine — I could have come up with the cash, that Andrew was steering me away from it because he intended to purchase it.
Not a good experience. Not a good feeling and definitely NOT GOOD SERVICE.
I don’t recommend Norris. There’s too many other Acura dealerships out there that won’t leave you empty about your purchase.
Way to go Norris.

Ok, so this is not the first Acura dealership that I have dealt with, however it has been the one that I have been the most impressed with! In fact, I actually found them based on Unilocal reviews! This visit, I took advantage of their accelerated service, since I just had a B1 light come on. They quoted me an ETA of about an hour, and they were finished in about 30 mins. Perfect, since I had worked the night before and was scheduled to be back that night!
As you’re waiting in the waiting room, they have complimentary snacks, coffee (STARBUCKS) and beverage. They also have a vending machine and a van service that can take you certain places. I have never used it, so I am not sure how far or where exactly it takes you. Also, if they notice anything that needs to be done to your car, the service representative comes out to discuss it with you and if it is something that needs attention now or can wait.
As far as their prices, they are the cheapest in the area, however they don’t lake in quality. I would highly recommend them and look forward to purchasing my next vehicle from them when the time comes. Until then, I will continue to have my car serviced with them.

Had my car serviced here a couple of times while living in Baltimore. Always efficient and courteous. Wish you’d open up a dealership here in Richmond! We need a good Acura dealer :)

The worst experience I’ve ever had. Never dealt with so many rude and unprofessional people in my life. The only person that actually listened and understood what I was saying was Jeremy. The assistant manager Robert brush me off and did not listen to anything I had to say or pass on my concerns to any of the service agents about my car. I have a 2015 ILX that would not turn off 3 days ago and I called the dealership and they couldn’t help. I been having issues with this car from the first week of buying it. I almost didn’t purchase the my car from Noris Acura west because the sales agents where very rude one sale agent almost hit me with the door and didn’t say excuse me or anything and he saw me standing there with my back turned if I didn’t hear them talking he would have hit me with the door. The agent that sold me my car was okay that’s the only reason why I still purchase the car from the dealership. The service agents never document all the times that I have arrived there to get my car looked at the only documented twice that I have my car serviced there and I been there 5 times all together. Never will I ever recommend or buy another vehicle from this dealership.

If you like your salespeople rude and technology averse, then this is the place for you. I had the unfortunate experience of dealing with Larry «The Internet Manager», and he proceeded to trash BMW and other car brands without ever explaining why Acura was better. He had noticeable trouble operating the navigation system and could not answer any of my questions. I cannot imagine who would buy a car from this man, nor why Norris would want him to represent them. I will buy my car somewhere else.

Just bought my first Acura from here, Sales
Rep. Donnell Newton was very friendly
and professional, I highly recommend this
place if u want great service!

I really like this dealership. They have made me less cynical about «The Dealership experience». From the time Nuke sold me my car in 2012 to the service Musa has given me recently it has been a great experience. Very professional and laid back. More of a consultative sale than the «Hey what’s it gonna take to get you in this beauty today?» schtick you get at most dealers.
I love the TL. I knew I liked it when I bought it but it just seemed to get better the more I drove it. How often does that happen? Lets face it all cars today can have issues simply because of the complexity of the systems. That it doesn’t happen more often is the real testament to the quality of all the car makers today.
I had some unusual service issues and Norris was having a problem getting to the issue on their own. They got Acura Corporate (AC) involved. AC worked with Norris and contacted me directly to let me know what they were doing to resolve the issue. AC gave me the level of service and attention that I had hoped for from Acura. Maybe even better than I expected. There were no frustrating episodes trying to get them to return my calls. They just called me!!! Norris sealed the deal by making sure the problem was fixed before I got the car back. It really felt like Acura and Norris were working to correct my issue not just taking stabs in the dark to milk my wallet.
This has been a much different experience than I have had at some other local dealers like Antwerpen, which is the worst. I give big Kudos to Norris and the whole team there. Great job. Thanks.

After driving several brand new and leased Nissans over the past 10 years, I recently fell in love with the unbeatable 2014 ACURA MDX. After watching and reading numerous reviews on the Acura MDX and it’s competition, I must say that the 2014 Acura MDX ranks 2 out of 19 Luxury Midsize SUVs. I say this because the 2014 Acura MDX is the best luxury midsize SUV in it’s class. It is the most luxurious SUV with 3 Rows seating and #1 in luxury Crossover SUV. Norris Acura West has an excellent team that understand taking care of the customers and building a lifetime relationship with Acura. My wife and I now both own a 2014 Acura MDX, and love it. Her MDX comes with the advance and entertainment technology package, while mine has the technology package. I would say its a difference of $ 10,000. I expect to see a better color scheme over the years, other than that, the refined ride and handling is excellent. I love the numerous standard features and good fuel economy. Lastly, I purchased the MDX over the 2014 Infiniti QX60, Audi Q7, Lexus RX 350, BMW X5 and Mercedes-​Benz M-​Class. I hope this post helps you make an intelligent and well calculated purchase.

I had a 9am appointment this morning for an oil change, to replace the wiper inserts, and to regular the molding strips on the top of my 2009 acura tsx, they gave me an estimated time of 1 – 1.5 hours. Well after 2 hours went by I was running late to an appointment I had at noon in Baltimore, rob was wonderful. He brought my car around himself and sent me on his way at no charge. They have great customer service and everyone was very nice and helpful, the only thing I would change would be the cashier, in the two hours I was there, she didn’t smile once, that’s just bad for morale.

I called this dealership to ask how I can get my burnt out head light replaced on my 12 yr old Acura TL. They said any car parts store would have the replacement & would install it at no charge. I went to Advance Auto, bought the light, but they would not do the job. I took my car to Norris Acura West where they replaced the light while I drank a cup of Starbucks coffee, read a nice magazine, and had my headlight fixed w/​a car wash included. NO CHARGE!

These guys r great. The car i wanted was on another lot. They scrambled to get it back so i could see it. The process took 2−3hrs tops. And i was out of there with my car. Andrew Hughes is the man.

I just moved to the area, and took my car here for service last week. They did a great job and were extremely friendly and professional. Kelly, my service provider, did everything she could to make sure I had a great experience while I was there. This is definitely the Acura dealership I will be going to next time I need my car serviced!

Excellent place to get your Acura serviced! I am still a newbie to the Baltimore area and was pleased to find a nearby place to take my car. The service is wonderful and efficient and the employees rock! I especially appreciate my service guy, Rob, who takes care of my precious car every time! Other perks of this place include a nice waiting area complete with free snacks and coffee and also a free shuttle if you need to leave your car. All in all, great service!

We started using Norris after a horrible experience at another local Acura dealer. For the first 3 or so years we were pleased with their work. We get all of our repairs and service for our two Acura’s done there. In the last year, our experience has changed dramatically. My apologies for the lengthy review. Our CL had a number of issues with the repair on the last visits — new tires installed backwards (we didn’t know initially which is why we pay experts to repair the car) they told us on a subsequent visit to which we had to remind them they are the only place to service our vehicles. They did seem embarrassed by that. They completed a 75,000 mile service when a 7,500 mile service was requested. The bigger service was by far more expensive and invasive — when they realized the mistake (after checking the records) they tried to get us to sell the car. They also incorrectly repaired a broken driver side mirror. Despite leaving the car extra time and trying to work through options we were told later a more expensive repair than we already paid for was required. When our MDX needed service we decided based on our long positive history to go back to Norris one last time. I would warn anyone who feels having their car driven to them is an added service — an employee of Norris Acura crashed our MDX resulting in weeks of hassle, aggravation and missed work. The initial repair caused a subsequent dash board light indicator — because they didn’t know if there was an actual mechanical issue or a problem when the car was put back together we needed to return to Norris. That was the 3^rd trip in one day. They kindly offered to drive the car back to us (so we wouldn’t miss any additional work). While being driven by an Acura employee our car was crashed (the story has changed a number of times in regards to who was at fault — no police were called, no witnesses and no official report) the front end was smashed in. It has taken hours of missed work, phone calls and coordination to get this issue resolved. Norris did pay for the repairs which took weeks (and was okay with us because we want the repair done correctly). However, the story as to who was responsible changed and the Acura employee involved is still there driving other cars. We had to get our insurance involved so we had a 3^rd party not directly involved providing expertise. In the end, we have our MDX back and the repair work (done by Pies Aces Auto Body Shop) is beautiful and the car has been working. However, the changing stories, and the disregard for the extreme amount of hassle is completely disappointing. We have been long-​time, loyal Acura customers and an apology and repair of the car is the very least that should have happened. Since picking up our MDX and notifying Acura management we have not gotten one response to our final questions. Obviously the tens of thousands we have spent at Norris Acura and our loyalty doesn’t mean much to them which is a shame.

Oops, just realized I never updated this after purchasing. We ended up buying a 2011 MDX a few days later at another dealership since they were selling it for $ 2,500 less and discounting the accessories. Gave Norris a chance to match or come close but they wouldn’t budge from their initial offer and told me to buy the MDX at the other dealer if the price was that much better.
They stayed friendly and professional the whole time which I appreciated. Taking the MDX in to Norris for service this week so I’ll update the review again after that.

Bought a 2012 Acura TL Tech package today. My wife and I had a great experience with this dealership. All about service. Quality service, Quality product = happy customer. Knowledgeable sales people, not pushy nor slimmy. Very professional. I recommend this dealership.

This has to be one of the shadiest places around to do business. First after establishing a contract to purchase a car, they broke that contract and claimed they made a mistake (heaven forbid if you make a mistake). Then when I complained they made up a story about what had happened and why they weren’t going to sell me a car at that price. At that point the manager got very rude with me and actually hung up the phone. To top it off, when I took the issue up with the Better Business Bureau, the manager wrote a letter in which they out and out lied about what happened — it was astonishing! Car dealers are not known for being the highest regarded businesses, but this place is incredibly bad. I’d hate to see what happens if they made a mistake fixing your car — they’d probably just pass the cost on to you. Steer clear of this organization!!!

Norris Acura West made my last car purchase a pleasant experience! If you are shopping for a new car, check them out. The sales people are very helpful without using the usual high pressure car salesman tactics. I would not hesitate to buy another car from Norris Acura.

This review relates to the Norris Acura Servicing Team:
I had been using a Norris competitor geographically closer to my house until I was due for large ($ 2K+) servicing that I wanted to shop around. Through a friend of my wife, Norris Acura was recommended. They came in $ 500 less than quote. We were challenged with some scheduling conflicts as our vacation was approaching, but someone from Norris came to my house, picked up the car, and returned it after servicing. The final cost was exactly as promised. While the pick-​up and delivery may not be standard operating procedure, this group now has my business for the foreseeable future.