Serious Concerns with Billing Practices & Unprofessional Conduct My experience with Sterling McCall Acura's service department raises serious concerns regarding both customer treatment and potential insurance billing practices. This specifically involves service advisor Antonio Mora and service manager Don Morrell. I brought my 2024 Acura MDX in due to a significant water intrusion issue that had already resulted in visible mold forming under the carpet. This is not a cosmetic issue -- it is a health and safety concern. From the beginning, the level of professionalism was unacceptable. Antonio Mora was consistently rude, dismissive, and uncooperative, to the point that even my State Farm insurance adjuster documented his behavior as rude in their official report. Now to the most concerning issue -- inconsistent and questionable pricing: Initial estimate (customer pay): * Water leak repair (including labor): $975.17 * Replace all wet/mold-damaged carpet: $2,353.05 * Replace missing rear carpet: $593.70 * Total: $3,921.92 After filing a claim with State Farm, the scope of work was reduced, yet the pricing structure changed in a way that raises serious red flags. Insurance-approved estimate: * $3,510 to repair the leak and clean the carpet * NO carpet replacement included Despite a reduction in scope, I was told that labor hours had significantly increased (for example, allegedly 10 hours just to remove the headliner) -- even though the original quote to repair the leak including labor was only $975.17. This creates a clear and troubling discrepancy: * Less work being performed * Significantly higher labor allocation * A similar total payout from insurance This raises the question of whether labor hours and repair costs were intentionally adjusted once insurance became involved in order to maximize reimbursement. Meanwhile, I am left with a vehicle that still contains mold-affected carpet, meaning the underlying issue impacting my health and vehicle condition has not been properly resolved. To be clear: * The dealership has received thousands of dollars * The repair was downgraded from replacement to "cleaning" * I am left with unresolved damage and potential health risks This is not acceptable, and it warrants further scrutiny. Due to these inconsistencies, I am exploring escalation options, including: * Filing a formal complaint with Acura Corporate * Submitting documentation to the Texas Department of Motor Vehicles (TxDMV) * Reporting the matter to the Texas Attorney General Consumer Protection Division * Requesting a full audit of the claim and repair billing through State Farm I strongly advise others to proceed with caution when dealing with this service department. Transparency, consistency, and professionalism were completely lacking in this experience. read more

Group 1 Acura - Car Dealers Near Me - Houston, Texas

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I'm not sure what the deal with service was today usually there are people active and trying to sell cars. Today, it did not seem like anyone was attentive. One guy was chilling in the back seat of one of the display cars too. Once we did get help he was great and not too pushy. read more

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In June 2023, Sterling McCall Acura replaced the battery on my 2020 Acura ILX. At the time, I was told the battery carried a 100-month warranty. Recently, I began having issues with the battery, and now the battery is fully dead. and so I contacted the dealership for warranty status. They pulled up their own records and confirmed that the battery was replaced by them in June 2023. Despite this, they refuse to disclose the warranty policy and status unless I drive over an hour to their location, spend a couple of hours there, and pay for an unnecessary inspection. On top of that, pay for out of town towing for about an hour. This is unreasonable. The dealership already has the information on file proving the battery that prove they replaced the battery and thus has the warranty status. I just needed that information before I incur additional cost. Yet they Forcing me to spend time, money, and effort on unnecessary inspection fees and guaranteed towing costs is clearly a deliberate plan to make customers give up on warranty coverage, or force consumer into unneeded sale, and holding car hostage if one refuses to pay for service fees for a battery that should be within warranty. I was forced to call a third party auto battery company to come to my car and pay $250 for a new battery. Which could had been free if business simply confirmed warranty status. It's one thing to require in person to visit to confirm COVERAGE but test battery, versus simply providing WARRANTY STATUS. Will consider a DTPA claim if not resolved. read more

I took my car in for service (oil change) April 28 2026. Ended up having to buy 4 new tires so they gave me a loaner car. I had to leave a credit card on file. ok. No problem. I asked about toll road usage and was told it's no problem as my card would be charged for the toll. I was ok with that. Today is 5/16/26 and my card is still being charged for the toll. I called the dealership on 5/14/26. Couldn't get anyone to answer. Finally corresponded with someone via text. Was told someone would reach out to me. They did not. Finally toward the end of the day I received a screenshot of a text from the woman who took my information and gave me the loaner. The text stated the toll road charges were just now being billed from when I used the toll and I should not receive any more. She went on to say if I had any more questions I could reach out on Monday. Well, I received another charge today! What kind of customer service is that and why am I still being billed and why does no one seem to care? BEWARE if you leave a credit card with them. read more

If you have a particular special Acura, don't ever bring your car here. Dropped off for fluid changes.... it took a month. No explanation for what happened in. Between. Suspicious if something was broken n during that time but I can't prove anything. No discount or anything. Go to League City or somewhere else other than here. Absolute nightmare for service. This was aomw time ago but still sticks in my memory. read more

I brought my vehicle to Sterling McCall Acura to have a broken parking sensor inspected. I was told by the service advisor, Antonio Mora, that the front bumper would need to be removed for a proper diagnosis. Based on that assurance, I authorized the service. What I actually received was a $215 charge for what turned out to be nothing more than a visual inspection. There was no evidence the bumper was ever removed -- no photos, no documentation, and no signs of the labor that would be involved in that kind of work. Antonio claimed the technician attempted a repair but the bracket wouldn't hold -- which makes absolutely no sense if the bumper was never removed, as they initially said was necessary. In the end, they refunded the $215 diagnostic fee but not before service manager Wayne Simons claimed the technician had "removed some clips on one side to take a closer look." Yet, there was no proof this ever happened. Instead of being honest, they doubled down and extended the lie even further. This experience made it abundantly clear that honesty and transparency are not part of Sterling McCall Acura's service culture. I would strongly caution others: do not trust this service department with your vehicle. There are far more reputable and competent options in Houston that won't charge you hundreds for phantom work. read more

Vinh is the best sale person at Sterling Mccall Acura. He is so nice and knowledgeable about the car. You can definitely tell that he wants to make the customer satisfaction with their purchase because it is a big spending. He will be honest with you about the price, and try to work on your best interest while balancing the dealer price. Therefore, he is a person with high integrity. I strongly recommend him P/s : If you have to use the internet sales before coming to the store, I also recommend Linda for internet sales person. She will go beyond your expectation before, and even after making purchase. Therefore, you cannot go wrong with her! Great dealership with honest sales people! read more

I found an RDX I found on the Sugar Land Acura website but the price increased $5,000 after making an appointment with a salesman so Vinh told me to visit this dealership. Spent assisted me and took me for a test drive. Val, the General Manager is responsive and attentive. The hiccups I encountered were minor and he took care of me. The additional miles I drove were well worth my time. I purchased a vehicle in less than 2 hours. I highly recommend this dealership and if you have a concern, call Val. read more

Service advisor, Brandy Ramirez. Is outstanding 10/10 across the board. She's truly amazing. While I was scared of what the bill was going to be, she made me feel at ease and went into detail on my warranty for my car and what issues I should focus on first. She got me into a loaner fast. Honestly Acura is one of the best dealerships in my option. The staff, the brand. Best service and experience with Brandy. I want her as my personal service advisor. read more

The salesman I spoke with had no incentives no offers or anything. He didn't even consider or asked his team. I explained what I needed already approve and ready to buy. I advised that infinit offer me a great deal but I prefer a Acura and he said infinite value doesn't hold. I also told him about Lexus which these brands where my top three and he basically was like okay but not able to say let me see what I can do. Don't waste you time read more

Worst service I have ever had Everyone looks tired and running out if energy Terrible facilities like other Acura dealers read more

We had such a great experience at Sterling McCall Acura all thanks to Muhammad Shafiqui. My husband and I have been looking for an Mdx base since we moved to the area in July. When my husband started reaching out to different dealerships Muhammad was the only sales consultant who kept in contact with my husband when the base finally came in. He cintacted us as soon as the car got delivered to give it a test drice. By the end of the night, we drove home with our new 2023 mdx. He was amazing to work with and even fought to get us a great price for our trade in. He wasn't pushy and was completely understanding. He stayed later after hours since we came near closing time. Thank you Muhammad for all your help! He was so great that my parents even came back the VERY NEXT DAY to buy their own mdx. We couldn't be happier with our experience. read more

Group 1 Acura - Look at those smiling faces! - Car Dealers Near Me - Houston, Texas

I got treated like a joke and had a bad first experience here. I showed up without an appointment, so I got randomly assigned a salesman. He was hard to understand and refused to allow me to test drive the car I came to buy (I guess because I didn't show up in a suit?). I had to test drive a lower spec, but the one they let me try was extremely dirty, and had mud and muck caked all over the inside. The salesman wouldn't even talk to me about features or specs when I drove it, just mumbled something about how it didn't have any power and waved me off. I called up John Eagle Acura a little after I left and they were very accommodating. Looks like Ill be picking my Type S up from them on Monday instead. read more

do not buy the extended warranty Rexall or associated with Caltex. They don't cover anythjng the salesman promises. It's basically paying extra for no warranty. Just keep saying No!!! Literally denied windshield repair, puncture to leather and paint repair. read more

The service at Acura is better than the way we get treated at the BMW dealership! It will be even better when the new building will be completed! read more

I have been taking my 2020 Acura MDX to this dealership for service. I have AcuraCare prepaid maintenance plan. I recently bought a 2024 MDX Type S and was considering buying AcuraCare again. I asked Mr. David Gilbert (our service advisor) to help me with the services required and the prices to help me make a decision. He provided the detailed information immediately. He is professional, knowledgeable, and courteous. If you're looking for a service advisor to help you with the maintenance of your Acura, I highly recommend David. Many thanks for your help, David. Looking forward to have you look after our new MDX in the future. read more

This was my first time needing service with my car. David communicated with me every step of the way. They wanted to make sure that my life didn't stop just because my car was getting serviced. I was offered an Uber to work which I've never experienced with any other dealer. Very nice and friendly! I felt my car was in good hands with David. My car and I were well taken care of at this dealership this was not a dreadful experience like going anywhere else. This service was fast! Coming back to a washed car is refreshing and another thing off my checklist. Thank you to David and Sterling McCall Acura! read more

Dammy and Darrell provided great customer care and helped us find the perfect RDX for my son. Darrell Babineaux took 30 minutes to sit with us in the RDX and go over all questions and concerns. He showed us all the controls and made us feel like this was the car for us. Darrell is kind and personable and will take his time to help you with the process too. Highly recommend! read more

Group 1 Acura - Car Dealers Near Me - Houston, Texas

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Good sales woman - terrible finance guy. After waiting hours to get in and see the finance guy, he locked us in his office and said if we stepped out to call our preferred lender, whom we had already been approved, we would have to go to the back of the line. Then he wouldn't let me see the screen and see what kind of add ons he was tacking on to our monthly payment. He insisted that his system was "messed up" so he couldn't show me the screen. He told me to give him a number for monthly payments I wanted to pay and he would work it out. Very awful experience. Forced us to finance through them and gave zero transparency. read more

I have purchased multiple cars from the Sterling McCall group over the last few years and I can say any location managed by Anthony ValVerde is top notch and customer satisfaction is priority! read more

Group 1 Acura - Car Dealers Near Me - Houston, Texas

I had the extreme pleasure of working with Matt to make a deal on a vehicle. From the first step I took into the building to driving away in my new car, I felt welcomed and cared for. At no time did I feel like I was being pushed into a deal. He worked with me and ultimately we were able to strike a deal. I typically dread buying cars just because the process is stressful, but the conversations and laughs we had with the Sterling McCall team made the experience enjoyable. read more

David Gilbert provided great customer service and was really helpful with service appointment and needs of my car.

This review is for the service department. I've been going to Juan Macias for a while now for my rdx and he's the best service advisor out of the many different advisors I've used there before. He is prompt in responding to my emails and recently did a great job in helping me getting my parking sensors fixed. read more

These people are con artists. They lie and cheat just to get a deal and then you never hear from them again. They tell you that if there are any problems, just call. All BS. All lies. I negotiated a deal for my daughter on a 2020 Acura MDX last August and we were told by Bobby Patel in Finance that if she wanted all of the incentives available at the time that she would need to pay 5.9 percent interest for 4 months and then he would lower the rate substantially. Well, it's been 5 months now and Bobby Patel is nowhere to be found. He refuses to return phone calls, emails and texts. We tried to appeal the issue with Kimberly Eddy, the GM, and she too won't return emails or phone calls. We tried to get a phone number for Sterling McCall Corporate but the operator refused to give us one. We finally found an email for Corporate customer service and asked them in 3 different emails to intercede on our behalf. Not even 1 response from anyone. The whole company is missing in action. My advice is to run, not walk away from this despicable business. I'm quite sure there are many more honorable and respectable dealers in the Houston area that will take care of you. Stay away from this place and especially Bobby Patel. read more

Once they get their money from you, they are done with you. Took my car in for randomly shifting into low gear when accelerating. They said the car was fine, acted like I was crazy. It was only when I found several class action lawsuits against them for this SAME problem that they came clean. But GOOD LUCK getting anyone to call you back or respond to an email. They don't care. read more

Customer service was really poor, lack of communication Mr.Christian Gonzales was rude not professional at all. Every time I bring my 2020 Acura RDX for service to this particular dealer its a total nightmare. If thats the customer service they offer I would recommend take your vehicle to a different dealership. Sterling McCall Acura on 10455 Southwest Fwy should work on hiring more friendly, attentive service advisors! read more

I brought the mdx 2017 to Sterling McCall Acura at SouthWest Houston for maintenance and was asked to do transmission fluid change . now I found out the bottom cover disappear. They forgot to reinstall the bottom cover?. 2 months ago July 2024, I brought a tlx 2016 to Sterling McCall Acura for a recall due to failure of connecting rod, they recommended me to have timing belt service and coolant flush and Water bump replacement with a good price about 1700 usd. I agreed to have them do service. a week later , I took the car back, but the engine felt shakier. There some noise at the belts. The recall service is not really good and I found out they forgot to reinstall a metal bottom cover and some clips were missing. I called the manager and She agreed to have a technician to put it back. But to me it seems like other bolts and bottom cover still missing. last week I had the Ac compressor on this TLX 2016 failed for no reason. The quality of TLX 2016 is not good or the repair service is not good. How they could forget to reinstall the clips and bottom covers In two cars like that. They thought the customers hard to see after they are tired of waiting 2 or 3 hours for service and rush to get the car home without looking at the body bottom of the car. I am writing this to alert the loose management and carelessness of technician At the Sterling McCall Acura. They all really lost my trust . They are disrespecting the customers. I hope there will be some investigation Soon. read more

Purchased a vehicle a couple weeks ago at Sterling McCall Acura and I am very happy with the entire process. I was able to get a wonderful deal on my Acura TSX and the customer service, professionalism, and speed of the process far exceeded my expactations. This is my first Acura and the car really has won me over...I am even thinking my next vehicle might be the MDX. Thomas Simmons (Pre-owned Sales Manager), Bobby Patel (Finance Manager), & Muhammad Shafiqui (Internet Manager) were all incredibly wonderful to work with and did everything in their power to make the process as expeditiously and painless as possible. I was in and out of the deelership in less than 2 hours. I highly reccommend this team and dealership! read more

Group 1 Acura - Car Dealers Near Me - Houston, Texas

I bought my car here in 2014. Didn't have a good experience. Car salesman was a dishonest, slimy, and distrusting one. The people around him were pretty bad too. I wrote a scathing review at the time but decided to let it go and not post it. However I'm not leaving this review for him, it's for the service side of the business. The last visits across the last 1.5 years, first two visits being pre-covid, the wait to get a simple oil change or fluid exchange has taken 3-4 hours long. That's with an appointment. In no way should it take that long to change someone's oil. The customers who come here don't seem to care about their time much. Their money or time seems to mean nothing. It's bad enough dealerships charge more in general for everything, but time you can't get back. This last visit I waited almost 3 hours on a Friday first thing in the morning for an oil change, tire rotation, car wash with an appointment. These items take 10 mins each tops. They do not honor appointments that's clear. They are not streamlined. They clearly need to figure it out. Or maybe they don't, since they're doing just fine financially I assume. I guess they just don't care or can't get it together. The people are nice to you, as long as you don't complain. But that's just not enough. You're better off taking your car elsewhere for these wear and tear items. I look around and it's mostly elderly people here and those who seem to not be very savvy about their money or time. And those who barely speak English. I guess I'm one of the ones who fooled myself to come here for a free cheap coffee and car wash, but I won't be again. TRUST ME, take your car to numerous other non-dealership locations. 3x faster and probably cheaper. Also, their complimentary items they discuss is just an unhealthy muffin and a coffee. Not worth your extra time and stress. If you're okay sitting around 3 hours, good for you. read more

Group 1 Acura - Waiting room - Car Dealers Near Me - Houston, Texas

We've bought 5 Acura's. Some from here. Some not. Why? They rotate GM like a carousel. Never know what story I was going to get or if the Master Tech I preferred would be doing the work. Most of us are used to some misrepresentations from Sales, thus, I sought out Shelby as he was always a straight shooter. One GM, Bob, lied to me about recalls in front of a Service Advisor when there had already been 3 and my car was only 2 years old. At that moment, I looked at the SA and asked, "Care to tell Bob how many recalls there have been?" The SA told him. After the GM walked away, the SA admitted that Bob knew that. Unsurprising. read more

Today is 12/7/23: Just as I suspected, their so-called response with "will reply back to you soon" was merely lip service BS. It's been a month and cricket. read more

I was purchased the 2021 RDX for Sterling McCall Acura from last week and there is small 3mm chip on the windshield! I have to waste money to fix my windshield and it really make me not happy about that I hope the Sterling McCall Acura can give me back the money for the windshield and I will give Sterling McCall Acura for 5 Star Rating! read more

I purchased a vehicle from this dealership approximately 2 months ago, now. I will say that Acura has a quality product that I will buy again, just never from this dealership again. Sales staff was great- finance staff and follow up has been absolutely horrible. As part of the reservation for the vehicle I was required to pay a $500 deposit to Acura Corporate which was given to the dealership. 2 months later, after being promised by the Finance guy I'd be refunded, I've never seen this $500. I've emailed Kim (whom I've been informed is no longer there) although her email still goes through, I've emailed Anthony Val Verde (when he was the the sales manager, now he's the new GM), even attempted to call Anthony but was told he was out, but was able to leave a message with the sales manager - who has yet to return my call. read more

I just bought my daughter a preowned Mazda from Dammy Adekola. He was very responsive and helpful as was the team here. When I came into the dealership to finish the transaction, everyone I met was helpful and positive! I suggest to give them a try today!! Captain Kirk read more

Stopped in for an alignment which took WAY longer than it should have. Was working while waiting on my car and an internet sales manager named Darrell decided to come talk to me (even though I was sitting at one of the work stations and clearly working) once the waiting area was practically empty. At first it seemed like friendly convo with the pretense he wanted to help with my extra long wait. But as a true sales person he ended up continuing to talk to me while I was giving him clear signs I wasn't interested in a lengthy convo and eventually tried to push me to lease a car. Borderline harassment. If I'm in the service waiting area (clearly working!!), a completely different area from the sales floor, why is a sales manager bothering me to push me to buy something? Despite that, the service manager was great at addressing my concerns with the extra long wait, non-communicative service rep, and messed up estimate pricing. read more

They charged $380 for diagnostic fee that was incorrect and overpriced. I won't be coming back here ever and I suggest you avoid

This review is for the Acura Services Department. Been here a bunch of times now to get my car serviced and have always had a positive experience. The people that work at the customer service area are friendly and courteous (Charlie was super nice on my last visit here). Check-in is fairly quick and straight to the point, they've never pushed me to add on more services than what I had originally made an appointment for. I absolutely hate waiting around but luckily their waiting area here is comfortable with a ton of cozy chairs, a TV, snacks, and also complimentary water, coffee, and tea. The bathroom is always clean and well-kept. Another bonus- free wifi! Also, I love the free car washes they give you with any services! AND they vacuum inside your car!! Saves me a trip to the car wash!! Thanks Sterling McCall!! read more

The service dept. is one of the worst, they didn't honor the battery warranty. My wife's car got stranded because the battery went dead @ 34 mos. (under the 36 mos. warranty). Similar thing happened to the last one, it got us stranded around 37 mos.; but they let us pay the prorated amount ($60) last time. This time they didn't even let us pay the prorated, EVEN THOUGH IT IS STILL UNDER THE 36-MO WARRANTY. First, the "manager" (or pretend to be) Juan M. told us that we need to bring the car in. Yeah, that's right, pay $150+ tow for a replacement battery. Then he said this is a "replacement," so they cannot. But we paid for it and it came with the FULL 36-mo warranty. They LIED and LIED and make all kind of EXCUSES NOT TO HONOR THE WARRANTY (for an equivalent of around $60). They treat their customers like sh*t, I hope (know) that Stlng Mcll Acura will go out to business soon, or bought out by another owner and replaced the whole service dept. Maybe they start to treat their customers better. read more

As someone who works in commercial truck industry(SALES), I had absolute terrible experience dealing with an unprofessional and condescending salesman here. James K., need to be retrained dealing with potential customers, I practically almost walked out a few times before I even got a chance to view the car I was interested in purchasing. First, I was greeted by James soon as I walked in the door.(Great Job) I sat down in his area and told him I was interested in a SUV I seen online. He searched thru his hand held device for it and found it after a few moments. He then sit down and give the amount of the vehicle(6,300) and ask me, "So are you trying to buy it today or something?" Um, no, I just drove over 30 minutes here to sit in front of you and get ask stupid questions. Tip: James, instead of asking a customer are you trying to purchase a vehicle or something, find the vehicle the customer is interested in, set up the test drive and assure the customer you have all the time they need to check it out, simple. So, after I told him yes, I come here to take a look at the vehicle and possibly purchase it. He then ask me "Are you trying to get this thing financed?" I simply said no, I'm a cash buyer. Then he says "oh" with a stupid smirk on his face. At that point I was just ready to walk out, but I did not drive that far to not look at the car, or so I thought. After about 10 minutes of him getting the key fob and typing things in the computer, I was finally about to check out the vehicle. I showed him were it was, and we went to the vehicle. James, did not know how to start the car. He was in the car about 5-10 minutes trying to figure it out but could not. I said cool no problem, I'll go check out a few more cars at other dealerships in the area, you have my number, give me a call once you go in there and get someone else who can figure it out. He was like no problem, yeah I'll give you a call. Of course, I did not receive a call. So essentially, I wasted my time and a good portion my day dealing with James at this dealership. I should have requested someone else who was interested in gaining a sale today. read more

DJ helped me find the best business vehicle. I was only window shopping for cars, considering to upgrade from a car to a small SUV. I normally don't like white vehicles but the red interior sold me. I love it & other older models owners of MDX love it, too. read more

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