Complaints

• Initial Complaint

  12/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Vehicle Purchase 5/13/23 2013 VW Passat Price $9,899 Plus fees taxes & plates $13,965.93 total.Agreed to $12,400 out the door with the finance department.Down payment of $1000 on credit card remainder to be financed $12,400 Received 1st statement from ********************* in the amount of $13,426,89 **************************** asked about the amount financed was told that was the amount the dealer had submitted.Called Arlington Acura finance department about loan amount discrepancy was told ************* had been added to the original amount we had agreed to but was refundable if it wasn't by the time the loan was payed off.I was planning of paying off the loan early i was told I would be able to receive a refund at that point.Ideen from the finance department reached out and said the general manager had agreed to credit $1000 and would be sending a check out to Landmark credit union.Called landmark 2 weeks later and was told no credit had been applied to my account.Contacted Ideen at the finance department was told there had been a mistake and the check had been made out to me and submitted to landmark in error and would have it corrected in a few days.The amount was never submitted to **********************I have called Arlington Acura finance department get sent over to voicemail I have called and emailed the general manager have not received a callback or email reply back from anyone about the $1000 refund owed to me. I have also requested a refund for the ************* that was placed on my car loan that I did not agree to.Have 2 voicemail copies from Ideen 1 verifying the refund approved by the general manager and a second apologizing for the refund check ******************** to ********************* and new check been sent out to *********************.

  

  Business response

  12/31/2024

  Thank you for reaching out. I apologize for any misunderstanding regarding your GAP product. Arlington Acura is happy to assist with the cancellation process.
  
  Please contact our General Manager, **** ********, at your earliest convenience. He can be reached at ************ or via email at ********************************************* and he will be happy to help you.
  
  We appreciate your business and look forward to resolving this for you.

  Thank you,

  ******* ****

  HR Director

  *************************************************************************

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After I purchased a used car that was meant to be a certified preowned vehicle I noticed when trying to use my warranty that the company changed the agreement to a third party warranty company. After calling and speaking to the general manager he claims they can not fix this siting my fault even though his sales and financial team didnt point out the change of terms. I spent $2000 to have my car certified with them only to take it and give it to a third party. Now that they have done that I know have to pay a deductible any time I have a warranty claim instead of it being covered by Acura. After speaking to Acura corporate they told me this is an issue for the dealership to change but possible for them to do so and thats all I asked for them to do and was met with rude and argumentative attitudes with an offer to fix that makes absolutely no sense for this situation.

  

  Business response

  11/13/2024

  I want to extend my sincerest apologies for any inconvenience you may have experienced with your warranty coverage.
  
  If you are not satisfied with the coverage and wish to cancel, you can do so by visiting Banyan Smart's cancellation page. This will guide you through the process to request a refund.
  
  Should you have any further questions or need assistance, please do not hesitate to reach out. We are here to help and ensure your satisfaction.
  
  Thank you for your understanding and for allowing us to address your concerns.

  Thank you,
  ******* ****

  HR Director

  *************************************************************************

  Customer response

  11/14/2024

   
  Complaint: 22432190
  
  I am rejecting this response because: This does not solve the issue of the wrong warranty being provided and after speaking with people in the corporate the only way to get the original warranty quoted is for you to cancel and set up the correct warranty.
  
  Sincerely,
  
  ***** *******

  

  Business response

  12/05/2024

  Were sorry to hear that youre not satisfied with the warranty. Please feel free to reach out to our General Manager, **** ********, at ************ or via email at ********************************************* He will be more than happy to assist you and help address your concerns. Our goal is to keep you happy with your vehicle purchase and needs. 

  Thank you,

  ******* ****

  ********************************************************************************

  Customer response

  12/05/2024

   
  Complaint: 22432190
  
  I am rejecting this response because: I have previously spoken to Gene before filing this complaint. He was only offering short term service that would not fix the problem in the long run and wasnt understanding the main issue at hand. Ill reach back out to him again and see if since then we can come to agreement for this situation but until then Im keeping this complaint
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Arlington Acura, located at *********************************** Palatine, IL. *****, regarding an unresolved issue with the refund of an extended warranty for a vehicle I purchased from them.On 03/20/2023, I bought a used Mercedes S-Class from this dealership and subsequently purchased an extended warranty for the vehicle at a cost of $5,921. After owning the vehicle for approximately a year and 2 months, I decided to trade it in for an electric car due to the high cost of gas. I contacted the dealership on May 29th to cancel the extended warranty, as I am entitled to a prorated refund given that the warranty is per diem.Despite my initial request and multiple follow-up attempts via phone calls to the dealerships finance department, I have not received any response or resolution. The finance department has not returned any of my calls, and the dealership has not issued the refund as of today. Additionally, due to the considerable distance from my residence to the dealershipapproximately *********************************************************** person.I have made every reasonable effort to resolve this issue directly with the dealership, but I have been unsuccessful. Therefore, I am seeking assistance from the Better Business Bureau to facilitate a resolution and obtain the refund I am entitled to.I have enclosed copies of the relevant documents, including the warranty contract, proof of purchase, and I do have records of my communication with the dealership.

  

  Business response

  08/19/2024

  I apologize for the delay in receiving your warranty cancellation check. When you initially requested the cancellation, we did not receive a payoff letter, which led to the cancellation check being sent to Bank of America, your lienholder. Unfortunately, Bank of America returned the check to us because the vehicle had already been paid off.
  
  I am pleased to inform you that, as of August 12, 2024, Arlington Acura has issued the check directly to you. For your reference, I have attached a copy of the check.
  
  Thank you for your patience and understanding as we worked to resolve this issue. If you have any further questions or need additional assistance, please dont hesitate to reach out.

  Thank you,
  ***********************

  **************************************************

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2015 vehicle from this company in 2019 and was pressured to purchased an extended warranty coverage on the vehicle which I did. The terms of the warranty was 96 months/125,000 miles. *** on the 26th of April 2024,I filed a claim for repairs and was told the warranty expired July 2024. When I spoke to a representative there who told me that the warranty is from the service time time, which is 07/24/2015.

  

  Business response

  05/16/2024

  I apologize for any dissatisfaction you have experienced with the extended warranty you purchased for your vehicle. We understand how important it is to have peace of mind regarding your vehicle's protection and are truly sorry to hear about your concerns.
  
  Unfortunately, after reviewing your warranty details, we found that the warranty has expired. Despite this, we are committed to assisting you and ensuring your satisfaction. Arlington Acura would be happy to inspect your vehicle and explore options to support you.
  
  Please feel free to reach out to our General Manager, *************************, or our Service Manager, ***************************, at ************. They will be more than willing to work with you and address any issues you may be facing.

  Thank you,
  ***********************

  HR Director

  *******************************************

• Initial Complaint

  03/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a car in 2022 at a dealership, they failed to disclose accident happened to the car and the odometer was less than the car fax report. I didnt know all that information until I went to another dealership to trade it. As they run the car report, its when I know the real history of the car.

  

  Business response

  03/19/2024

  I apologize you are not happy with the vehicle you purchased.  I will be reviewing the deal and reaching out to you tomorrow, March 20th.

  Thank you,

  ***********************

  HR Director

  *******************************************

  Customer response

  03/27/2024

   
  Complaint: 21389119
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** Chamveka ****

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SEE ATTACTHMENT

  Customer response

  01/22/2024

  See attachment 

  Customer response

  01/22/2024

  TO WHOM IT MAY CONERN I *********************** PURCHASED A VEHICLE FROM ARLINGTON ACURA OF PALALITION ********.  MY 1ST VISIT WAS IN SEPTEMBER OF 2023 WHERE THE MANAGER TOLD ME THAT I COULD NOT TAKE THEVEHICLE OUT FOR INSPECTION AND SUGGESTED THAT I BUY A WARRANTY IF I WANTED TO PURCHASE THE VEHICLE.  I REJECTED THE OFFERAND THEN AROUND 30 DAYS LATER I MADEA 2ND ATTEMPT TO WORK A DEAL ON THE VEHICLE, AGAIN THE MANAGERSTATED THAT THE HE WOULD NOT LET THE VEHICLE GO OUT FOR AN INSPECTION AND THE ONLY WAY HE WOULD SELL THE VEHICLE IS IF THERE WAS A WARRANTY SOLD WITH THE VEHICLE.  AT THIS POINT THE ***** OF THE VEHICLE WAS REDUCED $2500.00 I SUGGESTED TO THE MANAGER THAT HE SHOULD ADD A WARRANTY AS PART OF THE **** ***** AND HE AGREED TO DO SO.  WHEN WRITING UP THE CONTRACT I NOTICED THAT THE ****SPERSON TRIED TO GET ME TO SIGN DOCCUMENTS THAT WERE NOT FULLY FILLED OUT (IOU) AND ALSO THE FIGURES ON THE CONTRACT WERE NOT WHAT WAS AGREED APPOND.  THE VEHICLE STILL HAD NOT BEEN INSPECTED WHERE EACH TIME I REQUESTED AN I8NSPECTION I WAS TOLD THAT THE VEHICLE WAS STILL NOT AVILABLE OR IT WAS TOO LATE IN THE DAY.  I PURCHASED THE VEHICLE ON 10/25/2023 WHERE THE ***** OF THE VEHICLEWAS REDUCED BY $2500.00 AND I HAD TO PURCHASE A WARRANTY.  I LIVE OVER 80 MILES FROM THE DEALERSHIP AND ON MY WAY HOME FROM THE DEALERSHIP I NOTICE THATWARNING SIGNS CAME ON HALF OF THE WAY HOME WITH THE VEHICLE. I HAD THE VEHICLE INSPECTED BY A CERTIFED TECHNICIAN ANDFOUND THAT THEREWAS SOME MAJOR ISSUES THAT NEEDEDTO BE FIXED.  I CONTACTED THE DEALERSHIP AND ASKED THEM TO DOSOMETHING ABOUT THE MATTERAND I WAS STALLED FOR 2 MONTHS REGARDING AN ANSWER AND THEN I WAS TOLD THAT IF THE WARRANTY THAT I PURCHASED DID NOT COVER THE REPAIRS I HAD NO TRCOURSE.  I CONTACTED THE WARRANTY COMPANY AND CANCELLED THE WARRANTY AS THE VEHICLE SHOULD HAVE BEEN INSPECTED AND THAT THE WARRANTY WAS NOT GOING TO COVER R REPAIRS THAT WERE PREEXISTING.  THE DEALERSHIP HAS NOT GIVEN A REFUND AND MADED ANY REPAIR AS OF TODATE. 

   

   

  

  Business response

  02/15/2024

  We sincerely apologize that your recent purchase from Arlington Acura did not meet your expectations, and we understand the importance of ensuring your complete satisfaction.
  
  We value your feedback and would like to make things right. Our dedicated team at Arlington Acura is committed to addressing any concerns you may have with your vehicle. To initiate this process, we kindly invite you to schedule a service appointment with us at your earliest convenience.
  
  Please contact our service department at ************ to arrange a suitable time for our technicians to thoroughly inspect your vehicle. Alternatively, you can reach out directly to our General Manager, *************************, at ******************************************** or ************. ******************** is eager to personally assist you and work towards a resolution that ensures your satisfaction.
  
  Your experience is important to us, and we are committed to providing excellent customer service. Thank you for bringing this matter to our attention, and we appreciate the opportunity to address and resolve any issues you may have.

  Thank you,
  ***********************

  HR Director

  *******************************************

  Customer response

  02/15/2024

   
  Complaint: 21179782
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business response

  02/16/2024

  I would like to inform you that the refund for the warranty you cancelled has been processed successfully, and the associated check has cleared the bank. To provide you with further details, we have attached a copy of the cleared check for your reference.
  
  Additionally, we understand that customer satisfaction is our top priority, and we want to ensure that your vehicle is in optimal condition. Attached to this email, you will also find the vehicle inspection report that was completed.
  
  If you have any concerns or if you wish to schedule further service for your vehicle, please don't hesitate to reach out to our Service Manager, ***************************, at ************. ****** will be more than happy to assist you and address any questions or service needs you may have.

  Thank you,
  ***********************

  HR Director

  *******************************************

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In December 2022 I purchased a vehicle. Along with the vehicle I purchased a banyan smart driver policy. I never received any information about how to use this policy, no policy ID. I was told to expect something in the mail with my policy ID and my information, and I never received anything. Seeing as the man working in the financing department cornered me into opting into purchasing the policy as I was already on a pretty strict budget, the fact that I havent been able to use this is incredibly frustrating and upsetting. This is the second time I have found myself in a position where I need to use to policy but cant because I was never provided the necessary info to do so, which is now costing me more and more money that I cant afford to spend.

  

  Business response

  01/24/2024

  We're sorry to hear that you're not satisfied with your warranty. Your feedback is important to us. If you wish to proceed with canceling your warranty, you can do so at any time by visiting *******************************.
  
  If there's anything specific that you're unhappy about, please feel free to let us know. We're here to assist you and improve your experience in any way we can.

  Thank you,
  ***********************

  HR Director

  *******************************************

  Customer response

  01/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a New **** Acura Integra Type S from this dealership on 12/26/23 and the very next day I found that the front passenger side wheel and tire were damaged. I brought it up to the salesman that sold me the car as well as the general manager. I drove into the dealership so that they could see that the sticker covering the damage was still very stuck on and that the damage was UNDER the sticker (see attachment). The salesman went outside and finished peeling the sticker off the wheel, blamed me and said that I did the damage and tried covering it up. I was told that they reviewed the cameras and pictures and there was no damage prior to me taking the car but if that were true why are they hiding the evidence from me? They refuse to show me any of the pictures or videos they say they used to confirm there wasn't any damage and instead they want me to just accept it and pay for a new tire and wheel on a brand new car.Someone at the dealership or during transportation damaged the wheel and tried to hide it. There are cameras at dealership that point directly where the car was that I bought as well as others all over the dealership. It should be very easy to look and see where the wheel sticker was placed in the video footage. The wheel QR code sticker was NOT by the valve stem (like it should have been from factory) when I bought the car and that should be apparent in the security footage. This would mean that the wheel was damaged before I bought it and someone covered it up. Even offering this quick and simple solution to just view the security cameras they are still ignoring me and hiding all the evidence.What could they be hiding? Why don't they want to be fair and objective and resolve this? I wonder what other shady things are happening at this dealership.People lie all the time, but cameras do not lie and they have the ability to do the right thing and investigate but are refusing to, they must not want the truth to come out.

  

  Business response

  02/16/2024

  I apologize for any inconvenience you may have experienced with your recent purchase from our dealership. We understand the importance of your satisfaction, and I want to assure you that we take your feedback seriously.
  
  Upon receiving your concerns, our ****************** immediately took action to address the issues you raised. Specifically, we have repaired the wheel to ensure its proper functionality. In addition, ******** ***** has replaced the tire, and the necessary repairs were conducted by our dedicated team at Arlington Acura.
  
  We understand that your satisfaction is of the utmost importance, and we genuinely regret any inconvenience this may have caused. If, for any reason, you are still not fully satisfied with the resolution or if there are any lingering concerns, please do not hesitate to reach out to us. We are committed to making things right for you.
  
  Your feedback is invaluable to us, and we want to ensure that your experience with our dealership meets and exceeds your expectations. We appreciate your understanding and patience as we worked to address and resolve the issues with your purchase.

  Thank you,
  ***********************

  HR Director

  *******************************************

  Customer response

  02/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Even though they said they "immediately" took action, which they did not and it took over a month of back and fourth correspondence, I am ready to put this behind me and enjoy my purchase.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business Commnication was inadequate on the purchase of the vehicle and inspections made on the vehicle post-delivery regarding damages from in-transit that was explained by the dealer would be covered. They offered an amount that did not cover the cost for replacement parts. As well as did not annotate all the previous damage on the vehicle prior to purchase. Communication in rectifying the situation ended with sending in paperwork to accept the amount the dealer offered with it going ignored. It has been months with no resolution.

  

  Business response

  12/27/2023

  I would like to extend our sincere apologies for any inconvenience you may have experienced during your recent visit.
  
  At Arlington Acura, we are committed to providing exceptional service to our valued customers, and it is disheartening to learn that we may have fallen short of your expectations. Your satisfaction is of the utmost importance to us, and we want to ensure that any concerns you have are addressed promptly and effectively.
  
  To further discuss the issues you encountered and to find a resolution that meets your expectations, we kindly request that you reach out to our General Manager, *************************. ******************** can be contacted directly at ************ or via email at ****************************************************.
  
  ************************* has extensive experience in addressing customer concerns and will personally oversee the resolution process to ensure that your experience with Arlington Acura is positive and satisfactory.
  
  We understand that your time is valuable, and we genuinely appreciate the opportunity to make amends for any inconvenience caused. Your feedback is invaluable to us, as it allows us to continually improve our services and better meet the needs of our customers.
  
  Thank you for choosing Arlington Acura. We value your business and are committed to ensuring that your future experiences with us surpass your expectations.

  Thank you,
  ***********************

  HR Director

  *******************************************

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 18 2020 the business committed to providing me an extended warranty. I have reached out numerous times to different representatives over the course of the last 3 years in order to try to receive information regarding this warranty and have sent emails requesting this information to which there has been no response from the company. I have been told a number of times that someone would be reaching out to me however it never happens. I fear that Arlington Acura may be trying to scam me.

  Customer response

  11/09/2023

  I am looking to be contacted by the company in order to receive the information that is related to my extended warranty.

  

  Business response

  12/27/2023

  I would like to extend our sincere apologies for any inconvenience you may have experienced during your recent visit.
  
  At Arlington Acura, we are committed to providing exceptional service to our valued customers, and it is disheartening to learn that we may have fallen short of your expectations. Your satisfaction is of the utmost importance to us, and we want to ensure that any concerns you have are addressed promptly and effectively.
  
  To further discuss the issues you encountered and to find a resolution that meets your expectations, we kindly request that you reach out to our General Manager, *************************. ******************** can be contacted directly at ************ or via email at ****************************************************.
  
  ************************* has extensive experience in addressing customer concerns and will personally oversee the resolution process to ensure that your experience with Arlington Acura is positive and satisfactory.
  
  We understand that your time is valuable, and we genuinely appreciate the opportunity to make amends for any inconvenience caused. Your feedback is invaluable to us, as it allows us to continually improve our services and better meet the needs of our customers.
  
  Thank you for choosing Arlington Acura. We value your business and are committed to ensuring that your future experiences with us surpass your expectations.
  Thank you,
  ***********************
  HR Director
  *******************************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩