Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 13, 2024, I purchased a vehicle from the said location and provided with my 1st Temp Tag that expired on December 13, 2024. During the month in length I never received a courtesy call from the dealership, explaining a delay in my license plate being delayed. On December 13, 2024, at 9:30 a.m. I reported to the dealership where my *************** Advisor ***** ******* stated that she was unsure of the reason for the delay and explained the situation to the same Financial Business Manager who originally processed my used vehicle **************** where I was issued a 2nd Temporary Tag for my MDX with an expiration date of January 11, 2025. On January 11, 2025, I contacted the dealership requesting an update regarding my license plates. My call was forwarded to New Car Director ******** *********, who advised me that due to the ************************ being closed on a Saturday, he would have to wait until Monday to give me an update on the issue. Still, he was unable to provide a new temp tag. He suggested that I ride the vehicle with the expired temporary tag or rent a car not at the expense of Acura. He mentioned that if the vehicle was brand new, he could assist me but because it was a used Acura he could help me. On Monday, January 13, 2025, Mr. ******** ********* stated that the Motor Vehicle team at their location failed to properly submit all paperwork to the *** resulting in no license plate. This alleged motor vehicle team not only failed to properly handle their duties once, but twice resulting in my vehicle not being drivable on the road without proper documentation to support registration. Mr. ********* asked that I give them 2 to 3 business days to handle the situation and the license plate should be available for pick up on Friday, January 17, 2025. I called the dealership on Friday and Saturday and my calls were being ignored during the duration of their business hours. The dealership will not provide me with any new updates.

  Business response

  02/01/2025

  Good morning,
  
  ******** plates &registration was picked up 1/29

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a preowned 2017 ****** Crosstrek on 12/26/2024 from DCH Montclair Acura in less then 24hrs on 12/27/2024 my check engine light came on. I immediately called the service department and they said to bring the vehicle in the next morning on 12/28 before 9AM which I did. After speaking to the service department they informed me I could not be provided with a loaner vehicle nor will I have an answer to the issue of the vehicle I just purchased from DCH Acura. I was forced to take a vehicle that was unsafe to drive and should not have been sold. I took the vehicle to my local mechanic and he advised me that the vehicle had codes for the catallactic converter. He also advised that the rear wheel bearing are faulty and making a very loud noise that I heard when I drove 40 miles home. He didn't stop there he told me that the front breaks were low and a safety hazard. This is a mechanic that my entire family and myself have done business with for over 8 yrs and with him there is no gray area. I drove the vehicle back to DCH Acura on 12/29, since I just purchased it from their showroom. The following morning 12/30 I called DCH and couldn't reach any management nor did I receive a call back. Later that afternoon I was contacted by the service adviser and was told the vehicle couldn't be looked at until 1/3/2025 or 1/6/2025. On 1/3/2025 I was contacted by the service department and I was told I would have to pay $1000 towards repairs for a car that I had for less then 24hrs. The $1000 wouldn't cover all the repairs mentioned above for this unsafe vehicle. This is very upsetting and not what I expecting from such a reputable dealer. They lack in customer service, and I would not recommend for anyone to do business with them.

  Business response

  01/22/2025

  this has been fixed at store expense. 

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I traded in my car and leased a new one. They gave me $45,700 for my trade (and is now listing it for over $51,0000. I put down $5,000 and am owed $40,700. I signed all the paperwork and finalized the transaction on Monday August 12th. I am now being I told that they will not issue my check until 7-10 business days after Thursday August 15th. I should point out that in the last 12 months I purchased one car and in the last 2 months I leased 2 cars. I expect them to honor their agreement with me and write me my check now. They did not have to wait 7-10 business days for their money.

  Business response

  08/25/2024

  He received payment on 8/15

  Customer response

  08/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car almost 4 months ago. The dealership never updated dmv with my insurance. So there was a lapse of insurance. Since purchase date I attempted multiple times even getting up to the general manager for this issue because my plates were suspended and I incurred multiple tickets in regards to this issue. Every time someone says they will reach out to me. No one has ever gotten back to me. And im not sure what to do. I have proof of contact attempts on my end.

  Business response

  08/18/2024

  ***********************************;

• Initial Complaint

  06/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On May 11, 2024 I financed a used 2020 Acura RDX. I had put $10000 down payment and took a loan with Navy Federal for the amount of $18,000. I was given a temporary registration and license plate which has expired since June 9th, 2024. On the weeks leading up to June 9th, 2024 I made several attempts via telephone calls and email to get in contact with the title clerk and my car sales man to no avail. On Saturday June 8th I drove to the dealership paying $60 dollars in tolls to find out the status of the plates and what was gonna happen now that the temporary registration was about to expire. I was given a letter by the title clerk in case I got stopped by the ***************** I could show and was told if I get any tickets they would take care of it. I was assured that I should have my plates by the subsequent week and that they would Fed ex overnight it as soon as they received them. As of June, 26th 2024 I'm yet to receive any plates and the title clerk and car sales man have failed to respond to my numerous attempts at communication. I received a notification from Navy Federal that since they are yet to receive the title they are going to increase the rate of my auto loan. They have in numerous occasions misrepresented the status of my registration and title. I've called the ** DMV to see if the registration was pending and they could find no records that it was being processed. I have called Acura corporate and the response was that they have no oversight over independent franchises, that I should be ready to fight the dealership and that they are just being lazy not doing their jobs. Whatever the case maybe this dealership and their business practices requires some investigation so that hopefully it won't happen to someone else.

  Business response

  07/08/2024

  client received plates on  7/2. thank you.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I brought a 2018tlx certicified from this dealership in Dec 2023. Then in April as I was driving all sensors lights came on the dashboard. I immediately made an appointment for the next day brought it there they said it was a old code they cleared and factory reset and it was ok. 2days later the problem reoccurred now with when I'm in drive park or reverse it flashing and made another appointment went 2 days later they said it was my shifting gear panel charged me ******* to replace it 2 days later same problem bt now when I park the car alarm goes off periodically and when driving about 20 to 25miles when breaking it seems as if the back breaks lock and the back of the car slides to the right almost causing me to have 2 accidents. Thank God no one was nesr me st the time. Took it back they the car is showing codes they don't know they area and waiting called coperate and waiting for a response l. They gave me a loaner and 4 days later still they don't know the problem and the representative told me they would have to charge me almost ****** for further testing to try to figure out this mystery on top of whtever repairs and by the way they gave me a bumper to bumper warranty and still paying. Pls someone help

  Business response

  05/27/2024

  Explanation of Repair and Warranty Coverage
  
  Dear ********,
  
  I wanted to follow up with you regarding the repair work done on your vehicle, *****************. As you know, the issue with the **** switch assembly was causing warning lights to illuminate intermittently. Our diagnosis revealed that debris had fallen into the switch assembly, causing the issue.
  
  Unfortunately, this problem was not covered under warranty as it was caused by an outside influence (debris). However, we waived all diagnostic fees and only charged you for the replacement part and installation.
  
  I want to assure you that our inspection found no issues with the vehicle's drivability. The tires and brakes are in good condition, and the vehicle is safe to operate.
  
  Additionally, please note that this vehicle was not eligible to be certified, nor was it sold as a certified vehicle. As it had ****** miles at time of sale, it did not meet the requirements for certification.
  
  Please feel free to reach out if you have any questions or concerns. We appreciate your understanding in this matter.
  
  Best regards,
  *********************

   *****************

  Customer response

  06/05/2024

  
  Complaint: 21723132
  
  I am rejecting this response because:
  After they replace the gear shift I had to bring it back days later on 5/13 due to same problems and more issues and the car have been there to this date 6/5 with no resolution on how they can fix these issues. Pls check the records
  
  
  Regards,
  
  *******************************

• Initial Complaint

  04/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a used 2019 tlx 5-2-22, then needed service on 5-3-22. In and out of service since purchasing. Multiple service lights including engine has *** flashing since 6/10/22. From needing break fluid to needing 2 catalytic converters. I made my 1st and 2nd payments on my loan, while my car was in service. AC didn't work for the whole extremely hot summer. Many wouldn't believe just how much I went through. Feeling frustrated and defeated I allowed them to hopefully "fix" my vehicle again. I was told everything was finally fixed, but it was NOT. I am paying off a loan of $almost $30k, and I don't even have a reliable vehicle. I've taken my vehicle to 3+ service centers, and was told I am going to need $5-9k work done. DCH had me to cancel my warranties, which I purchased with them, with the understanding that after they are canceled I would be let out my whole purchased contract. All the while I'm being told it takes time to get out of contracts. Six months later I was told that if I wanted out of my contract my down payment would not be refunded and I would walk away with nothing, or may even a balance on loan to be paid by me. I'm not sure which way to turn. I have tried to speak with quite a few DCH people, and still nothing. I only ask that they take back the vehicle and return my monies I already paid. DCH has cost me so much money but they STOLE my DIGNITY.

• Initial Complaint

  01/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I bought a used car on 12/30/22 and was issued temporary plates, as I am going to be registering the car in another state. It is only a 30-day temporary tag that is set to expire this month. I was informed that if it does, the dealership will be responsible for the ticket/fine - good on them but does not put your mind at ease. No info or details about when I get my permanent plates. I've bought and registered cars on my own privately and plates typically come within roughly 2 weeks and the title will be weeks after. I have not gotten a solid answer from any **** my sales **** ******* about what my status is. There is NO dependency on sending plates and title together as the title comes to your address directly and the plates allegedly go to the dealer which they can send to you via mail. I've also checked the title status on the *** website and there is no record of it being processed. So where are my plates, what is going on with the registration and titling process, and what's going to happen now that the car is not road legal?

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern my problem began on January 17, 2022. I purchased my 2018 Land Rover/Range Rover Sport SVR. I was helped by **** my salesman. I was then introduced to AL the finance manager who walked me through all paperwork associated with said vehicle. I drove the vehicle home an realized the low tire pressure light was on the dashboard. I took the vehicle to Range Rover an they said all four tire sensors had been removed an the system needed to be reset. I paid $1,700 to correct this issue on a vehicle I had just purchased for $107,000. I called DCH Montclair Acura several times to correct the issue to only get the run around. I also have yet to recieve my permanent license plates and have been issued five temporary plates. In addition to these already explained issues I have yet to receive any information regarding my warranty which I paid $7,000 for. I also put down $20,000 to purchase the vehicle an *************** who financed my vehicle says they have no knowledge of.

  Business response

  05/26/2022

  Our team spoke to the complaintant yesterday to review this complaint. All the issues were addressed, we provided the warranty information, and plates and registration were overnighted for delivery today. 

   

  Thank you.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 8 I purchased a 2014 *** 335i *****************. There were many issues such as a hidden check engine light also the front struts were damaged and I had to pay $1800. Since January Ive been getting the run around with the title. First it was they have the title then they told me there was a problem with the title, so I feel as if there is no title.

  Business response

  04/26/2022

  Davin,

   

  First and foremost our apologies for the delay in gettting the registration and title processed in a timely manner. Unfortunately, it took much longer than anticipated to get the required documents to process everything.  As my team recently communicated, we were finally able to obtain all the paperwork needed and have received your plates and registration for the vehicle which will be overnighted to you.   The title is not far behind as the *********** issues plates and registration first, with the title to follow shortly thereafter.  The title will be mailed directly to you from the *********** and you should receive it in the next couple weeks.

  Again, our apologies for the delay, and we appreciate your patience.

   

  Sincerely,

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

  General Manager

  Customer response

  04/26/2022

  
  Complaint: 17110617
  
  I am rejecting this response because:
  The problem has been solved and theyve got me my plates ready 
  
  
  Regards,
  
  *******************

*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. ↩