Hansel Acura, Santa Rosa CA

My GMC Yukon’s transmission went out and I needed to find a new SUV fast to get back and forth to work and the folks at Hansel Acura, Gage in Sales, Shawn and Cristian the Sales Mangers, and Justin in Finance worked hard to get a deal done on a terrific pre-owned Nissan Pathfinder. From start to finish everyone at Hansel Acura acted in a professional and open way being upfront with everything from the background on the Pathfinder to getting the vehicle financed, and I would whole-heartedly recommend the folks at Hansel to anyone looking to buy a new or used car. Ask for Gage in Sales and he will work hard to find a great vehicle for you!

I brought my Certified Preowned Acura into Hansel Acura in Santa Rosa for it's first maintenance service after purchasing it 6 months earlier from Acura of Oakland. I had put 6,500 miles on it in that 6 month period.

Upon picking up my vehicle at Hansel Acura, It was recommended to have coolant service, break fluid exchange, tire alignment, replacement of cabin filter and engine air filter. Really? After just 6,500 miles driving a Certified Preowned Acura with now 31,000 miles. I felt they were suggesting unnecessary services so I declined the services. Sales people many times try to up-sell you. Beware!

During the inspection, the dealership did find worn sway bar links which I was told would be covered under the factory warranty. They didn't have the replacement parts but told me they would ordered them and give me a call when the parts came in. I've reached out to the service person that assisted me twice in the past 2 weeks to get an update on these parts but he has not returned my message. So far, no call from Hansel Acura about the replacement parts.

But that's not all! The climate button for the heat/cool passenger seat was sticking. It was sticking the first time was used. I asked to have it looked at during the service. Upon picking up the vehicle, I was told there appeared to be soda spilled on the climate button and therefore the warranty was void. I don't drink soda so it could have been there with the previous owner since it was a CPO Acura. I called the Oakland Acura dealership where I had purchased the Certified Preowned car and they said to bring it in and they would replace it. So that's what I did. Oakland Acura honored the warranty.

I wanted to mention that Hansel Acura charged me $190 to look at the switch (diagnostic charge) but they would not honor the warranty like the Oakland Acura dealership. The $190 charge was a COMPLETE SURPRISE to me. I was aware they would doing a diagnostic check but wasn't aware it would cost $190. So I paid them an additional $190 for them to take a look at it but not fix the problem.

I share this as a learning experience which I wouldn't want anyone else to go through. Be sure to ask questions and understand all the charges the dealership is going to charge you before you give them your car. The Service Advisor I worked with obviously was not clear in communicating there would be a $190 charge to take a look at the climate button.

I had a great experience 5/29/2021 with Sales Reps; Erwin, Arturo, Shawn, David and another Manager. Although I didn’t buy a vehicle, they deserve the recognition for their efforts, professionalism, and friendly customer service. I liked their transparency the most. Consider them in your future car purchases.

Customer service at this dealer is at its best! I have been car shopping for a few weeks now and I need to point out the attentiveness and service is absolutely outstanding! Although I did not buy a car, Sales Manager Edwin and Sales rep Bryant made my visit very pleasant. They don't just treat you like a buyer but take in consideration your financial needs and treat with care! This team deserves recognition. Thank you!

Two months after I purchased my over-priced 2016 pickup, it started leaking gas from an injector. When I took it in for repairs, because I thought that within 2 months they would have some sort of responsibility for the problem, I turned it over without a check engine light on. However upon receiving my truck back, the check engine light is on.
They are claiming that the light is not due to their service, and have the audacity to charge me $180 because their claim is that ALL the injectors are fouled up and because the one the “fixed” is not the new issue therefore it is a completely separate claim.
The check engine light code IS reflective of a problem with the fuel system.
Does anyone else see the opportunity for a fraudulent claim against Hansel Acura?

Bryant de la Torre at Hansel Acura is the man! He will make your car shopping experience as pleasant as possible. I was not in a hurry to buy a vehicle so it was quite a while before I actually made a purchase. My needs also changed from what I was originally looking for so the made the process even longer. During that time Bryant respected my space and NEVER pressured me to buy anything. He was patient, respectful, and answered all my questions, and understood when I could not find what would fit my needs at a decent price. After I had a bad customer service experience with an extremely pushy woman at Hansel Subaru where I was considering buying a brand new vehicle, I went to Acura and Bryant helped was able to get me into a used Subaru that fit my needs. I am thankful and appreciative that I got to purchase a vehicle from him. He treated me like I was family. He is a great asset to the Hansel group. It was also great to work with Adam and Scott. These guys are a fun group for sure. Adam’s singing was a bonus to an already great experience. I hope this level of service will continue after I bought a vehicle. If excellent customer service is important to you, do yourself favor and go see Bryant.

We had service repairs done on one of our cars here, and the team could not have been nicer. They offered OEM and non OEM part options and the prices for dealers were reasonable. The communication was excellent, and I would always feel comfortable coming back here.

I went in on a my day off to look at new cars. It was my very first time purchasing a car. I worked with a very kind gentleman named Victor who made it the most comfortable experience. He put no pressure on me, he answered all of my questions and was just a very thorough person to work without a bunch of back and forth negotiations. Just an honest deal. HIGHLY RECOMMEND!

An honest dealership. I never thought I would say that. Brought in my 2017 TLX a few times for routine maintenance. The customer service was fantastic. In fact, the service was so good I switched my service for our 2017 Odyssey from just down the street to this dealership.