ComplaintsforBurrard Acura Auto Plaza

• Initial Complaint

  21/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ******* ***** 730 Terminal Avenue, Vancouver, BC, V6A 2M5 Subject: Complaint about Auto Acceleration and Key Fob Issue on My Car To Whom It May Concern, I am writing to express my deep concern regarding a series of alarming incidents that have occurred with my ***** *** 2020 Technology Model. I have encountered two instances where the car accelerated without any input from me, which put my safety and the safety of others on the road at risk. Additionally, the car's key fob detection system seems to be malfunctioning, as it fails to recognize the key fob even when it is present inside the vehicle. Firstly, the two incidents of auto acceleration were not only unexpected but also highly dangerous. On July 31st and and September 19th 2023. I experienced an alarming situation when my car suddenly accelerated without me stepping on the gas pedal. I reported the issue several times only to be reciprocated with their unwillingness to address the concern.

  Business response

  15/01/2024

  Good Morning,

  ***** ***** has visited our service department 3 times during the course of 6 months. The 1st time he came complaining about the car accelerated without any input from me and we did a thorough diagnostic including a lengthy road test and we had no findings. I have attached 3 invoices which each time we did not charge Mr. ***** to keep him happy. We also give him a final solution to trade his vehicle back and pay him on trade the exact amount what he paid. The next step for Mr. ***** to contact VSA .

  if you have further questions or concern please feel free to reach out.

  Thank you

  Rashid W****

  General Manager

  Customer response

  15/01/2024

  
  Complaint: ********
  
  To Whom It May Concern,
  
  I am writing in response to the resolution offered by Burrard Acura concerning the issues I have encountered with my vehicle. I must express my disagreement with the proposed resolution.
  
  On my last visit, Rasheed W**** from Burrard Acura suggested that I should accept a replacement vehicle and add an additional $500 per month on top of my current payment. Additionally, Rasheed has requested an extra $1000 as a down payment to hold the replacement car. I believe that the proposed terms are unreasonable and do not reflect the gravity of the situation at hand.
  
  Firstly, it is worth emphasizing that the car I purchased from Burrard Acura dealership, has experienced persistent faults that pose significant risks to my safety as well as that of other drivers on the road. These recurring issues not only inconvenience me, but they also compromise my trust in the vehicle's reliability. It is disheartening to think that such concerns could persist.
  
  Moreover, asking for an additional $500 per month, on top of my existing payment, and requesting an extra $1000 as a down payment seems excessive, considering the car's faulty condition. Burrard Acura should take responsibility for supplying a defective vehicle and bear the financial burden associated with resolving this matter.
  
  In view of these circumstances, I kindly request Burrard Acura to reconsider the offered resolution. I propose that an alternative arrangement be made, where Burrard Acura assumes full responsibility for the faulty car and facilitates either a complete replacement without additional financial obligations, or a full refund of my original purchase amount.
  
  Your prompt attention to this matter will be greatly appreciated. 

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

  Business response

  16/01/2024

  we have done everything possibly to resolve the issue but the customer is being unreasonable. His next step should be contacting VSA (Vehicle Sales Authority)

   

  thank you 

  Customer response

  29/02/2024

  The consumer contacted BBB and stated the complaint has been resolved.

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  A car part was ordered beginning of Dec 2021 and is back ordered with no ETA. The part is necessary for car repair as it forms part of the safety features, without it the car cannot be driven on the road. After more than 5 months and counting, Acura still hasn't been able to source the part for me. While they attribute the circumstances to the chip shortage, a global parts request was put in on April 2022 - 4 months after the initial request. Acura sat on this for 4 months before taking any meaningful action and only after I complained to them about the atrocious wait time. I have repeatedly asked for a plan of action and some form of commitment from ***** ****** to resolve this matter in a reasonable time frame to which their response is to have me wait perpetually. Meanwhile, I am still required to insure the car and continue to make payments to Acura for a car that I can't drive because Acura is unable to provide the requested parts. It's unjustifiable for Acura continue to take my money and not fix my car.

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