Complaints

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  see Attached document

  

  Business response

  07/01/2024

  My name is *********** ******. I am the Director of Finance at Courtesy Acura. We take pride in making sure every customer is taken care of at our store. We are human and sometimes we all can have a bad day. Not limited to just our employees. However, I have dealt with ** ******* myself, and I personally gave him some Freshly purchased Bundt Cakes to take home with him after we spoke. During our conversations he agreed to keep the warranty coverage in my office during our personal meeting together. I told him we would fix his dent, just as we have had his car back in our service dept three times to reapply costing and even go as far as clay baring his car for him. He is a very nice person, but he has had problems with several of our employees. None the less we have always tried to appeal to him. And we will continue to do just that. If ***** would like to reach out to me at the store. I will be happy to help him in any way possible. He was not taken advantage of. He signed more than five documents disclosing his warranty to him at his time of purchase. This was over two years ago. If he had an issue with the purchase of his warranty or his Ceramic coating, why has it not come up for two years? Now all of the sudden he has an issue with being covered. And he has used his coverage on Ceramic several times. We will cover his dent if he wants to reach out to us. As always, he is welcomed at our store. And we will always try to appeal to him.

  Thank You

  *********** ****** 

  **********

  Customer response

  07/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  *** ****** I did enjoy talking with you and still no call garage person about getting it in. You said that the car was in 3 times.  2 times is all it been there could not in for my  6 mouths dent and ding,  l only the car 8 months. I don't feel welcome when the used sales manager through me out of his office

  
  
  Sincerely,
  
  ***** *******

  

  Business response

  07/02/2024

  Please reach out to me, ****** As I have asked you to do. :) I will make sure you get taken care of. Thank you so much. *********** ******

   

  ********** 

  cell 

  Customer response

  07/09/2024

  
  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,
  
  ***** ******* 

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• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I were doing some car shopping and we were interested in an Acura MDX at courtesy Acura the sales person that we got was extremely rude, the manager that we talked to, however, was very respectful and knowledgeable. We were running short on time so we asked to come back and finish everything up the next day, we were told that we needed to put a hold on the vehicle, so it wouldn’t be sold by the time we came back the next day, and it was explained to us that the money would be put back on our card! So we put down the deposit and then the next day decided that we were going to keep looking for different vehicles we called to tell them that we weren’t going to go forward and ask them to put the deposit back and we were told that it is not refundable!!!! This is unacceptable We were told that it was refundable. It is one of the first things that I asked. We were told that it was refundable. It was one of the first questions I asked before handing over my card!

  

  Business response

  05/03/2024

  Good Morning. We have no record for a ***** ***** in our data basis. We have checked with our employees and have no recollection of a ***** ***** being in the store.. We do not show a $1000.00 has been ran for this customer. Can the client provide proof to us so we can complete a further investigation. What is salesman name. Thank You ?? 

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April, we went and looked at a KIA there. 2 months after, the car started squealing, the steering wheel was hard and the battery light was flashing. Aug 17th. I went there & ****** basically told me that if it wasn't a constant then there was nothing they can do. She backed it out, heard the squealing and stated SHE SAW THE BELT AND IT JUST LOOKED DIRTY, so that could be it. Oct 11th, I was driving to work, the wheel tightened and it got hard to turn so I made an appt that day. A guy came and was telling me about the car. He told me two things: 1) the serpentine belt was cracked and the A/C belt and the PS belt wasn't even in there. When I questioned about the serp. belt, he had the gall to say "was it a sweet deal?" I said I don't have a clue, I was sent pictures of this car to my cell phone. He said how many miles does it have? I said 122K. He said okay, yeah, it was a sweet deal, like okay? Does that mean the car is less than? After I asked how those belts were missing, he said they were in there but they were already in pieces. I asked why they weren't fixed or serviced. HE THEN TOLD ME IF THE CAR HAS HIGH MILAGE, THEY DO NOT CHECK THE CARS INSIDE OF THEM, THEY JUST LOOK ON THE OUTSIDE, WASH THEM AND THEN PUT THEM ON THE LOT! Apparently the serpentine belt is good for 60K to 100K miles before it gets destroyed or needs to be changed. How did I drive that in 5-6 months when I just go to work? He told me the bill was $658.66 - if I didn't get the cabin air filter changed, it would be $109.95 less which equals $548.71. I said so it will be $538-548. He said yes, it is an estimate but, it usually stays the same. The sign says a loaner car upon request and the warranty I bought said rental car reimb. He said they did none of that. I went and they told me it was $636. My mom went and complained, they did it so that she could be quiet. They gave it to me for $548. but I don't feel like I should have paid any of that because I was lied to. I was sold a lemon.

  

  Business response

  10/16/2023

  “Sweet Street” gets a safety inspection before offered for sale. These vehicles are checked to make sure they start, stop and steer. We offer these vehicles at an affordable price to the public under the prenuptial understanding they are sold as is! The client has the opportunity to purchase additional coverage which will effect the start, stop and steering of the vehicle. At the time of purchase her vehicle passed this inspection and was offered for sale. If her coverage plan she purchased covered the repair which needs to be done, the warranty would then reimburse for any loaner/rental, up to $35.00 a day for five days. We honored quoted pricing for repair to vehicle and will stand behind her on covered repairs her warranty agrees to. Please let us know if there is anything else we can do. 

  Customer response

  10/18/2023

  * ********** ********
  
  I am rejecting this response because:

  I was jerked around by your company because I was told various things at time of service. Regardless if it was “sweet street” or not, how is it that the worker there told me higher mileage cars do not get inspected? And if it was thoroughly inspected, why was the serpentine belt not noticed to have been cracked or worn and why was it not replaced? The serpentine belt is good for 60K to 100K miles and there is no way we put that many miles on it from purchase… not in 5-6 months whenever we just drive to work and then home. But too, if it was thoroughly inspected why were the other two belts worn to the part where they were “falling to pieces… or my bad, wasn’t even in the car… or falling to pieces”, as your service people told me. The car was not serviced thoroughly, and you guys know that. 

  There is just no way that was the case.

  And on a, what was supposed to be $548.71 (which is outrageous) bill, you guys only offered to take $88 dollars off for stuff that was not my fault. The things that were overlooked.

  I was told you guys do not do loaner cars (LIKE YOUR SIGN SAYS IN THE SERVICE SHOP) or rental car reimbursement which is on the warranty I purchased but lo and behold the things that were wrong with my car wasn’t covered by the warranty.

  Your response shows no empathy or no responsibility on your part.

  I’m disappointed.

  
  Sincerely,
  
  ****** ********

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around mid April 2023 I took my Acura in to the service department because of vibrations under light acceleration. Per invoice, the technician said that the transmission torque converter is having trouble locking up or shuttering under light acceleration. The technician recommended a transmission fluid change/flush, but the same service department performed the following maintenance on or about 03 April 2023: Water pump replacement; timing belt replacement; transmission fluid exchange. Around 08 May 2023 I relocated to Kentucky and I took my Acura to Courtesy Acura of Lexington, KY and told them, “Another dealer said my vehicle has transmission issues, so please check and advise". Courtesy Acura confirmed the diagnosis of a faulty transmission, per diagnosis print out. After the Engine Control Module software updates and new transmission install my vehicle had the same vibrations under light acceleration. The technician at Courtesy Acura and Acura engineers found: the vibrations are consistent with normal engine operation and is caused by VCM (Variable Cylinder Management) feature. I was told I had a transmission problem but it was actually an engine matter. I wasted over $8,339.61 on a new transmission from the misdiagnosis "Bad Transmission" from Courtesy Acura. This is confirmation of Acura service department operations are consistently incompetent and not in the best interest of the consumer. I'm seeking a full refund because of my misdiagnosed " transmission problem". Courtesy Acura technicians and service department supervisor all thought my vehicle had transmission problems before and after the new transmission install, until Acura Engineers stepped in to advise the technician. Courtesy Acura is no longer responding to me after I requested a detailed final diagnosis from Acura Engineers. I'm seeking a full $8,339.61 refund. After $8,339.61 I have discovered that my original transmission operated normally.

  

  Business response

  08/04/2023

  Will have response by Monday the 7th. Client had diag done by another Acura store. He requested a transmission be replaced. Client agreed to repairs. We will look further into this on Monday and convene back with you. 

  Customer response

  08/10/2023

   
  Complaint: ********
  
  I am rejecting this response because: I told Courtesy Acura to check my transmission concern and advise. As the customer it is no surprise that I'm am to blame for seeking expert help from an Acura dealer about a possible Acura MDX transmission issue. As the consumer, all the weight is on my shoulders regardless of my efforts seeking advise from the experts.
  
  Sincerely,
  
  *** ******

  

  Business response

  08/10/2023

  Client asked for transmission to be replaced... We complied. The transmission core has been sent back to Acura with issues. The car was not purchased from our facility. Another Acura Store gave the client same prognosis as we did. Customer knows this and has stated themselves. We appreciate them as a customer and aim to please, but in no way would we entertain fault on our store, process or employees. We will stand behind our work!! Thank You ***** ****** Finance Director Courtesy Acura **********
  

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As of today I am at 54 days after purchase and still no title or registration documents. Now I am going to have to pay penalties because of their failure to do their jobs in a timely matter.

  

  Business response

  10/13/2022

  Good afternoon, 

      We have attached a response we made to the customer on the title work and how it is being handled. We also have tried to call the customer several times without response. The title work was sent over in a timely manner and was received by the state of Indiana. Please let our client know we are still willing to help with any fees or penalties he incurs through the state of Indiana, however there should not be any. 

  Thank You 

  ***** ******

  8595531208

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