Hiley Acura

Seven weeks, a lost car, and no communication — service dept. warning Sharing this for anyone in Fort Worth weighing where to service their Acura. As the closest Acura location in Fort Worth proper, this is the default choice for a lot of local owners — which is exactly why I want to be transparent about how the service department is currently running. I brought my 2022 MDX in for a water intrusion issue (a known defect on this model) and it sat in the shop for roughly seven weeks. During that stretch the service department went through staff turnover, and my car essentially got lost in the shuffle — at one point they even told Acura corporate my vehicle wasn't on the premises, which wasn't true. Getting any information at all meant calling over and over; proactive updates were nonexistent. After seven weeks with the situation still unresolved, I decided to sell the car altogether and move to a different brand with a dealer that takes better care of its customers. The vehicle itself was one thing — but the service experience is what you deal with for years of ownership. I'm posting this purely for transparency, so other buyers know what to expect before trusting this service department with their car. I genuinely hope it improves for the people who come after me.

Hiley Acura failed to provide clear communication, accurate disclosures, or basic professionalism throughout my transaction, leaving multiple serious concerns unaddressed despite repeated attempts to resolve them.

Misleading contract terms, rescinded agreements, and unresponsive management created an alarming and unresolved dealership experience.

I purchased a new vehicle on 2/4/2025. I traded my car in for the new one and paid the remaining balance by check. However, before the sale was completed, I was told I had to fill out a credit report or they would not accept my check. After I completed the credit application, I was informed they would accept my $23,000 in checks for the remaining balance because my credit score was above 800. Based on my experience with this dealership, I feel insulted. The car I purchased is excellent and everything I need, but I'm not sure I'm going to return to this dealership and purchase another vehicle in the future.

There's a reason why they make you leave a review before leaving the dealership! That's because things go south shortly after the purchase but you've already given them great reviews while in happy mode buying your new car.

As a former secret shopper, I value customer service "Hiley"! After having shopped around multiple car dealerships within the past month or so, I am impressed with attention to detail and Ralphael's desire to meet our specific needs. We were surprised to hear of the fifteen hundred dollar reconditioning fee, but appreciated Eric's detailed explanation. We are still looking but hope the best value will eventually be found at Hiley Acura.

Over the last 8 years that I have been going to Hiley Acura I have been very impressed. My last visit in the service department, they are always prompt, very polite and help however they can. Thanks to Alberto he always answers my questions and gets my car serviced and gets me going. I feel they put 100% to their efforts.

I wouldn't buy parts from this dealership again! They refused to return a set of parts that I had purchased a week before. I ended up trading the vehicle in so I didn't have a need for these parts anymore. One of the items was special ordered, and was told they had no way to return on their end and I was stuck with them. I even offered their Parts Manager to have me pay a restocking fee or something so that I can at least get part of my money back Over $1,000 in parts that now I'm stuck with. Their parts department did nothing to try to compromise. Their parts manager literally said "you ordered those parts, they're yours, you're stuck with them sorry." I don't understand how a dealership can't have a standard return policy on parts.

Apprehensive about bringing my car in because of the sales experience. I could not put into words.The exceptional treatment and empathy for my car's issue by the service department. Unfortunately I have a job where I work six days a week and don't know when i'm gonna get off, Michelle the service adviser and her team worked on my schedule and got me in for what was thought to be a quick fix, turned into needed replacement part. I was kept informed while my car was in service and contacted as soon as part came in a day and a half later. Returned to have the service completed and it was done much faster than the anticipated need your car over night...fixed in under 4 hours from drop off. Every encounter with each service member was more than outstanding customer service, could not suggest any improvements! Restored my faith in this dealership! Thank you again entire service team and outstanding customer care to Michelle!

WOW!! These are my first words, what an excellent dealership! My salesperson, Jim Hass and the team were outstanding! This is my second lease, and the experience was better than the first! At this dealership, I felt my questions were important to the staff and the time they spent answering the questions were very important to me. This is a dealership of integrity and honor. They provided me with some of the best customer service I have witnessed in the Dallas metroplex. Next time you need an Acura, don't forget to go to Hiley Acura and ask for Jim Hass!!!!!