Open Road Acura of Wayne

Very Bad Customer Service and Car buying experience. They ruined new car buying experience. Experienced issues with finance team "Greg Della Penna" (they messed it up and overcharged me by including handling and Destination fee of 990$ twice intentionally and did not provide me rebate that was promised even though I am qualified, they also convinced me to finance with Acura in-order to get rebate) tried to rectify issue with General manager, but GM was not willing to fix the issue and I received unprofessional responses. He mentioned that he wont be able to help now because I already wrote online review, that is most ridiculous response. I did try reaching out them before writing review but they failed to respond or rectify the issue after numerous attempts. There is disconnect between sales team and finance team. Overall very bad management

Do not go to this dealership!!!! They were supposed to pay off my trade in and still haven’t - 30 days past due!!!!!!!! They finally sent out a check but then cancelled it !!!!! They are unresponsive and Scott Simon is the worst. Lies, then while sending in bouncing checks calling me looking for more money, because my accounts past due!!!! Payoffs only good for 10 days not 45 dude - never get a call back just the run around from the front desk. I’ve bought 3 Acura’s and 2 Honda’s and I’ve never had a problem!!!! Go to Acura Springfield over this dealership- run!!!!

Deceitful customer service. Has a set strategy of enticing a customer to come in by making promises over the phone and piling up surprise fees when you come in. Anna Mae, a “business development” rep, confirmed a price for a new lease over the phone with me at least three times. I drive over an hour, just to have two managers – Freddy Bracamonte and Johanna Perez – surprise us by adding taxes and a DMV fee that Anna Mae had promised was already included. Anna Mae, meanwhile, had disappeared, apparently was “with a customer” and despite my repeated requests for her to come confirm our deal details, could not come. This was obviously a set tactic by Open Road Acura in Wayne to lure customers to come into the dealership and then pile up more fees on the agreed price. I will be lodging a complaint with the New Jersey Division of Consumer Affairs and the FTC’s Bureau of Consumer Protection.

I recently bought a used car from this dealership that had sticker price of about $15K but after nearly $2000 in dealership fees if was around $17500 just for the car. What a scam. For a car that still has broken parts. Steer clear.

My pre-sales experience with OpenRoad was great. I arranged for the purchase of a 2017 used luxury car and all of the paperwork was ready when I walked in the door. The finance manager Scott was great, he didn't upsell me on anything and I got the feeling that this was a white-glove, high-touch dealership. However the post-sales experience was horrible. First I asked the salesperson if they had both keyfobs, he said "yes", then after I closed I was handed one keyfob. These are expensive keyfobs which are over $200 for the device and another $200 to program. He said they would get it to me later in the week which was my mistake for accepting. Second there was the temp tags. One week before the expired (about 3 weeks after purchase) I still didn't have plates or registration. This is very unusual given every other car I have purchased I have the plates well within 14 days of closing. I called the dealership and spoke with the used car sales manager Adam and he assured me they were "working on it." Of course they weren't and of course I had to spend hours of valuable time chasing him both with emails and phone calls. I finally contacted a lawyer because the temp tags expired and the car was not legal to drive. Once I sought legal advice and advised Andy they sent me the plates which was 2 weeks after they expired. I still don't have a keyfob and am filing a claim in regards. Overall I odn't think that Adam or this dealership understands how luxury sales work and I don't think he is a good fit for a high-touch, white-glove, luxury business. I found that chasing him not only disrupted my work and time but he was very defensive and elusive. Who wants to do business with someone like that?

We absolutely recommend Open Road Acura of Wayne. Dave Scattereggia is the nicest Car Sales Consultant we ever dealt with. Knowledgeable, professional, and a straight talker. Other individuals we interacted with were nice, as well. The whole experience of completing the deal, from the road test to the trade in, was flawless. Thank you Dave, Loreta, Agron & Fiona

We found a used car at Open Road via CarFax. $16,375. We were told the car was there and that our $17k budget (total) was no problem. Two days later it was still there so we stopped in. Our sales rep, Sabhir told us the car had “just arrived” and gave us an initial impression of a no-hassle deal. We sat down to go over details and suddenly felt like we were swimming with sharks. “Do you offer a warranty?” Sabhir assured me, "30 days. If anything happens during that time we just bring it back." Something major? "You just bring it back". What does that mean? "Bring it back and we look at it. 30 days, for ANYTHING." He also suggested we could return it if we weren’t happy with it. I didn’t buy any of it. The details sheet: Line 1, price, $16,375. Then a myriad of lines "Registration, Dealer Fees", etc., roughly $1,000. Then several lines like "NJ Registration $100" (two "Registration" fees?), Tags, etc. Then, a $980 line item, "Reconditioning Fee". Sabhir initially claimed they’d just gotten the car and only had time to wash and wax it. He said their service department charges them $300 just to look at the car. After more fees came a new Grand Total of more than $19,700, with still more to come. I had asked about using our own financing, but now we see we’re charged $500 if we do. Earlier Sabhir said the dealership doesn't make money on financing. Nonsense. Search “Finance Reserve”. If they don’t make money, why the $500 fee? Sabhir asked if we had any concerns. Yeah, we had concerns. The back and forth went on and on. We played the insulting Magic Manager game where he "pleads our case" to an unseen omnipotent being. The last debate was over our refusal to pay a $500 financing fee. During this Sabhir claimed, “Oh, I don't make money on used cars"... Yeah, and I'm the King of Egypt. So finally Sabhir returns with an old favorite: "The manager says we're already losing too much money on this car and you can take or leave this offer. He said it's a 'Gift from God'". Uh huh. So we considered these divine new numbers. Still over the listed price but a reasonable value for the number. We agreed to terms including a refundable $500 deposit. Four times Sabhir tried to get my son to sign a contract that included everything we’d negotiated away. He finally relented and we departed with a deal. The following day I anonymously called Open Road and asked to speak to a manager. What warranties did they offer on a used car? He said bluntly, "We guarantee it will pass inspection. Nothing more." I gave an example or two: "We guarantee it will pass inspection." Also, "There is no cooling off period in New Jersey." The call underscored the dishonesty of our experience. When a pre-purchase inspection showed it needed an alignment Sabhir said they'd do it only to later text me stating that, “We can’t do the alignment because we're losing so much money.” The staff is pleasant, and the inventory looks solid. Scott (Finance) was such a positive that it made us feel a bit better. The real problem is their business model. They price vehicles low to grab your eye and then plan to load it up with lots of "gotcha", small-print fees. It's an unsatisfactory experience that leaves you feeling dirty. The deal included another oddity. The price of the car was lowered so that the paperwork showed us paying all the fees we’d refused. It didn't impact our bottom line, so we agreed. The next day my son found paperwork in the glove compartment. It was a sales packet from the previous buyer including personal information. Quite concerning. We called the buyer to let them know about it and to ask about the history of the car. The details exposed not only more lies about our car, but also their own bad experience with Open Road. In the end I can't recommend any dealership that employs such antiquated, frankly dishonest tactics to sell a vehicle. If you're not equipped or drawn to go shark hunting I would avoid swimming anywhere near these murky waters.

Always a great experience dealing with salesmen at Wayne Acura. I just recently purchased an Acura RDX and I’m extremely excited about my new car! I especially would like to mention our salesman, Pedro Diaz, who is very friendly and extremely helpful. He often calls to see if we have any questions or concerns about my new car! He made sure we got everything you needed! I intend to stay with Wayne Acura in the future.

Always a great experience dealing with salesmen at Wayne Acura. We have now bought at least 12 Acuras over the years and have always been happy. We especially would like to mention our salesman, Dave, who is very friendly and extremely helpful. He often calls to see if we have any questions or concerns and even called to wish us well over the holidays. We intend to stay with Wayne Acura in the future.

My experience today at Open Road Acura of Wayne was a very pleasant experience. Pedro Diaz listened to my requests, considered my budget constraints, and was so very knowledgeable about the ILX. Thank you again Pedro for working out a lease deal that enabled me to drive an Acura for another three years. It was refreshing to interact with a salesman that was very soft spoken and well mannered.