Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/16/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2021 Acura TLX from Shottenkirk Acura of Huntsville, AL December 2023. The report given to me did not show any accidents and the car had no signs of damage that I could see when purchasing the vehicle. Over time however, the paint began creasing in several places. A body shop informed me the car had been damaged and not properly repaired in both the front and rear of the vehicle. The paint has since started to peel in places and the creasing has worsened over time. When reaching out to Shottenkirk about selling me a vehicle without disclosing the accident they then provided me with another report that had the accident listed and claimed to be unaware. I provided pictures of the creasing paint per their request and in person expecting them to work with me to make it right and they refused to offer any kind of solution in March 2024. I would have never purchased the vehicle had I known it had been in an accident, especially for $35k. I will drive out of state before ever buying another vehicle from them. I will continue purchasing Acura as this is my second and they are fantastic vehicles.

  

  Business Response

  Date: 12/19/2024

  Good Afternoon,
  

  While we sincerely apologize to ****** ****** for the condition of her vehicle, we do not believe the store is at fault or owes a refund for a vehicle purchased a year ago. The current CarFax shows an accident that occurred prior to the sale, which was not reflected on the CarFax or AutoCheck at the time of purchase. Additionally, the current CarFax indicates another accident that occurred after the complainant took delivery of the vehicle.
  Since we disclosed all available information about the vehicle at the time of sale, which was signed by the complainant, we do not feel that a refund is warranted. Attached are the original CarFax signed by the customer, the original AutoCheck showing no accident reported at the time of the sale, the odometer statement, the buyers guide, and a copy of the current CarFax.
  

  Thank you,
  ****** Damson
  General Manager
  Shottenkirk Acura Huntsville
  

  

  Business Response

  Date: 12/31/2024

  While we sincerely apologize to ****** ****** for the condition of her vehicle, we do not believe the store is at fault or owes a refund for a vehicle purchased a year ago. The current CarFax shows an accident that occurred prior to the sale, which was not reflected on the CarFax or AutoCheck at the time of purchase. Additionally, the current CarFax indicates another accident that occurred after the complainant took delivery of the vehicle.
  Since we disclosed all available information about the vehicle at the time of sale, which was signed by the complainant, we do not feel that a refund is warranted. Attached are the original CarFax signed by the customer, the original AutoCheck showing no accident reported at the time of the sale, the odometer statement, the buyers guide, and a copy of the current CarFax.
  

  Thank you,
  Kohler Damson
  General Manager
  Shottenkirk Acura Huntsville

  Customer Answer

  Date: 01/01/2025

  The carfax report provided to me was dated 12/11/2023 and had incorrect mileage of ****** instead of the actual ****** miles listed on all other paperwork. The purchase date was 12/27/2023. Therefore Shottenkirk could have intentionally provided an outdated report. 
  I was made aware of the original accident when taking the vehicle for an estimate for repairs after it was backed into. Within minutes the body shop was able to tell me the car had been previously rear ended and incorrectly repaired. That also explained the paint peeling. They were able to correct the paint on that side of the car which is great but the paint is still peeling everywhere else. When I spoke to the used car manager at Shottenkirk about them selling me a car that had been wrecked he said they do not have an auto body professional that inspects the vehicles, only a mechanic who would not be able to catch damage from an accident. The dealership sells used vehicles with the promise of professional inspections when they can not provide a full inspection.Those are false claims and it needs to be corrected to protect others from a bad purchase. People need to be aware of the chance they are taking purchasing a vehicle from this dealership. 

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22687476
  
  I am rejecting this response because:  Date Sent: 1/1/2025 2:51:50 PM
  The carfax report provided to me was dated 12/11/2023 and had incorrect mileage of ****** instead of the actual ****** miles listed on all other paperwork. The purchase date was 12/27/2023. Therefore Shottenkirk could have intentionally provided an outdated report. 
  I was made aware of the original accident when taking the vehicle for an estimate for repairs after it was backed into. Within minutes the body shop was able to tell me the car had been previously rear ended and incorrectly repaired. That also explained the paint peeling. They were able to correct the paint on that side of the car which is great but the paint is still peeling everywhere else. When I spoke to the used car manager at Shottenkirk about them selling me a car that had been wrecked he said they do not have an auto body professional that inspects the vehicles, only a mechanic who would not be able to catch damage from an accident. The dealership sells used vehicles with the promise of professional inspections when they can not provide a full inspection. Those are false claims and it needs to be corrected to protect others from a bad purchase. People need to be aware of the chance they are taking purchasing a vehicle from this dealership. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2018 Acura MDX Certified Pre Owned vehical on 2/24/2023. I also purchased an extended warranty at the same time. About 30 days later, both sideview retractable mirrors failed to open and close. I went to the Acura dealer and reported this issue. I was told that the parts are covered under warranty, and the parts were on backorder. I was informed I would be contacted when the parts arrived. I was never contacted. In December 2023, I called to inquire about the parts expected arrival date as I never heard back from the dealer. I was told one mirror was in and another on the way. Then I was told that my warranty claim was denied. I called Acura Headquarters and was given the runaround. I called ************ and was told I was also denied by Acura. In summary, my complaint is that I expected and was told by a manager that the parts would be covered under CPO warranty. In addition, I would be notified whenever the parts arrived so I could receive warranty service. Now I am told that I am denied this consumer right. In addition, I have discovered that the driver preset seat, steering wheel adjustment malfunctions as well. I have been informed by Shottenkirk Acura that this may be related to the malfunctioning retractable sideview mirrors. I do expect Shottenkirk Acura to keep their word and make the necessary repairs. My wife and I have purchased 4 Acura vehicals from this dealership. We have all of our required maintainces performed there as well. I am a very dissatisfied customer regarding this incident regarding warranty repairs. In conclusion, my wife and I have enjoyed doing business with Shottenkirk Acura formally known as *********************** Acura. We are on a first name basis with most of the management there, and I do regret having to file this complaint. However, I do feel that I have given them ample time to resolve my issue and I am getting nowhere.

  

  Business Response

  Date: 01/22/2024

  In response to ****************** complaint. Shottenkirk Acura Huntsville would like to apologize for the inconvenience and inaccuracy of our statements. At the time of statement referring to warranty work we did believe that the work would be covered under Acura's CPO warranty which Acura did deny. During the Vehicles CPO inspection we did not see a fault in the folding mirrors. Further we contacted ****************** **************** Contract provider to see if they would cover the mirrors however they also denied the claim. We do believe that we have gone above and beyond to give ************** an exceptional experience since the purchase of his vehicle. since the time of purchase we have, at no cost to the customer replaced the Spare tire kit, swapped wheels and tires, diagnosed a noise from the A/C which we found no fault, added first and second row all season mats, replaced the gas door button, replaced the front pads and rotors due to a noise even though they pasted the inspection and also on a separate visit replaced the rear pads and rotors due to a separate noise. This work would Typically cost $2,142.00. With the Mirrors We have looked at them multiple times and have had a hard time duplicating the complaint. When we were able to duplicate it. The Passenger front Mirror was the one that was found faulty. Shottenkirk Acura would be willing to install a new Passenger side mirror. 

   

  Thank you, 

  Kohler Damson 

  General Manager

  Shottenkirk Acura Huntsville 

  Customer Answer

  Date: 01/25/2024

   
  Better Business Bureau:
  
  I am pleased to advise you that I was contacted by Shottenkirk Acura. I was told that Acura approved my CPO warranty repair. Today, I completed my appointment to have both side view automatic mirrors replaced. I want to thank both ******* and ***** for contacting me, and seeing this through to completion. I am very satisfied for this warranty work performed at no cost to me. In closing, I appreciate BBB for being there to help consumers when problems arise. 

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

• Initial Complaint

  Date:05/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ************************* and I am reaching out regarding my 2018 Chevrolet Traverse (VIN# *****************) which was purchased from Shottenkirk Acura located at ************************************************************** in Huntsville ******* on 02/01/2022. I have owned this vehicle for approximately 15 months and I have recently discovered that the Traverse has extensive rusts damage causing issues including but not limited to; exhaust bracket failure on multiple occasions, possible structural issues according to a collision center, and exhaust manifold failure resulting in engine issues. The collision center informed me that some of the suspension components have extensive rust damage and if not corrected could result in failure with the possibility of causing a vehicle crash. When the vehicle was purchased I was informed that the rear gate was not functioning at the time, and the dealership stated they would repair this issue at their own expense. I agreed to this stipulation and proceeded with the purchase. Shottenkirk started a claim on the purchase date of the vehicle (02/01/2022) which was not completed until 03/30/2022. I took possession of my vehicle and the rear lift gate was still not functioning and was taken back to Shottenkirk for further repair. At the time of purchase I purchased an extended aftermarket warranty for my vehicle which was to be used solely by myself and no one else. I was notified by the aftermarket warranty company INSERT NAME that Shottenkirk had filed a claim on my behalf for the repair work completed by Bentley GMC. I brought this to the attention of Shottenkirk and I was informed that the warranty was purchased so repairs could be covered on the Traverse and they did not need my approval file a claim. After countless phone conversations and in person visits, Shottenkirk agreed that this was not in good faith and I was reimbursed in the form of a check for what the insurance company had paid out. I believe that even though Shottenkirk did reimburse the funds after the fact, they do not take into account the amount of time and mental anguish they cause individuals when a multi-million dollar company takes advantage of their customers. The Traverse then developed a very loud metal on metal rattling noise which progressively got louder and louder the more the vehicle was driven. It was taken to Shottenkirk and I was informed that one of the brackets holding the exhaust piping onto the vehicle had broken and was causing the rattling issue. The Traverse then developed the same issue once again and was taken back to Shottenkirk for a second time for the exact same issue. The Traverse once again developed the exact same metal on metal rattling noise and I contacted Shottenkirk Acura and spoke with **************** (general manager) who informed me that they would no longer be assisting me in fixing the vehicle issues due to me signing a form stating I relinquished the business from any further repairs. I was unaware of any such paperwork and requested **************** to provide me with a copy of the paperwork. I was informed that he was acquire the paperwork and I would be receiving a copy. After multiple days of not being provided the paperwork I contacted **************** and was informed that he was mistaken and I had signed no such paperwork. **************** informed me that the business was still not willing to assist me in fixing the Traverse. I was forced to get under the vehicle myself and search for the issue which caused the extremely loud rattling noise. While searching underneath the vehicle I discovered that the metal bracket securing the exhaust to the vehicle appeared have been welded multiple times in an attempt to secure the bracket and stop the rattling noise. It should be noted that the weld that I discovered was most definitely not a professional weld and had broken once again causing the rattling to continue. Shottenkirk was informed of this issue and was still unwilling to assist in repairs. On 5/1/2023 I discovered that the Traverse developed a very noticeable and extremely loud exhaust leak. I had no faith that Shottenkirk would assist me with the issue so I took the Traverse to an exhaust shop to have it diagnosed. I was informed that the Traverse had so much rust on the exhaust manifold that the manifold had completely rusted through and a hold had developed causing the leak. The exhaust shop stated that due to the rust the Traverse would need all new exhaust manifolds as well as, all new exhaust piping and hanging brackets to secure the piping to the vehicle. The exhaust shop informed me that the repair bill would be in the amount of three to four thousand dollars. I immediately took the Traverse to Shottenkirk Acura and requested to speak with ****************. I took **************** to the Traverse and showed him the extensive rust damage on the exhaust manifold and allowed him to hear the noticeable exhaust leak. I informed **************** that I would like Shottenkirk to complete one of the following options. I informed **************** that I would like the Traverse to be taken into the shop and all the rust be repaired to which he stated they were not willing to complete. I then informed **************** that I would like for Shottenkirk to either buy the traverse back from me or trade it in towards a vehicle that is represented truthfully and has no hidden issues. I informed **************** that if the dealership was unwilling to assist me in any of these options the only option for me would be to attempt a lawsuit against Shottenkirk Acura. **************** stated that he would make some phone calls and get back with me by the end of the day. I received a phone call from **************** just a short time later and he simply stated that I should proceed with a lawsuit if I thought that was necessary. I asked **************** if that meant Shottenkirk was unwilling to assist me with the vehicle and he stated that was correct. I then asked **************** for the number to Shottenkirk corporate and he stated that he would not be providing me with the number to corporate. **************** stated that if I was willing to find the number to corporate online I was welcome to call them. I am requested a copy of all records concerning the listed vehicle including all inspections completed by the dealership, as well as, the non-disclosure form that ******************* (General Manager) stated I signed. I would like a copy of the initial inspection completed on the vehicle before it was purchased, and all repair paperwork associated with the vehicle. I am requesting for Shottenkirk to complete one of the following actions. 1.Repair all the rust damage that was not disclosed to me at the time of purchase. 2.Buy me out of the loan and take possession of the Traverse. 3.Trade the Traverse for a different vehicle which is represented correctly.

  

  Business Response

  Date: 05/05/2023

  In response to Mr. ******* report. **************** purchased a 2018 Chevrolet Traverse from ** on 2/1/2022. Since he has purchased the vehicle we have repaired the rear tailgate, fixed a rattle coming from the exhaust system twice and repaired a windshield chip. **************** came to the Dealership on 5/1/2023 (15 months later) threatening ** to take action on one of his three request. After looking at the Carfax on the Vehicle, the vehicle has been in two accidents since the purchase. The first happened on 12/23/2022 listed as a minor accident involving the front bumper and driver side front panel, the second on 02/17/2023 listed as a minor accident involving a rear end collision.Based on the documentation and the due diligence of the customer during the buying process and it being over a year after the sale, and the two accidents post sale. We feel like we have made every attempt to satisfy ****************. We do not like leaving our customers dissatisfied. However, we do not see an obligation to continually fix Mr. ******* vehicle at no charge.  

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2015 ******* MKX on 12/7/22. Within 2 days I noticed that my sun and moon roof dont open. ***** my sales rep told me not to worry. They would take care of everything and he would make an appointment with the service department on 12/9/23 over a month later. So I arrive at the scheduled appointment time and they said they had no idea why I was there and that there wasnt an appointment. I was told by ***** the assistant service manager that because of the mix up they would cover any diagnostic charges at ********************* and everything is handled. So finally they call back and tell me they did have an appointment there for me at *******. So I took it down there. They had no information about Shottenkirk Acura covering the charges nor the information about the extended warranty so no it wasnt handled. I called and spoke with *****, he refused to give me his word about the charges being covered and refused to contact ********************* to give them my extended warranty info. No one is taking responsibility for the multiple mix *** and giving their word that this wont be a cost to me. I also called the extended warranty company Ethos and they have no record of my warranty. (Cost has been added to my loan anyway)I took off work to handle this and was tossed around endlessly. Per Service manager around 12:50 PM on 1/9/23 he said that would cover diagnostic at ********************* and that the used car department may cover the cost depending on what they say. I was GUARANTEED by *****(Sales Rep) there would be no cost to me. I want everything documented and in writing.

  

  Business Response

  Date: 02/02/2023

  Dear BBB

  In Response to **************************** report. He did purchase the vehicle on 12/07/2023. ************************ did purchase a *************** Contract which is a specific Powertrain only for 2 years or ****** miles which would not cover any electrical issue. I spoke with ************************* (sales consultant) about what was said to ************************ and he told ************************ to bring the vehicle in and service would look at it. We told him that we would see what was needed to get his car fixed and would pay for the Diagnostic Fee which we did. We also never promised him the work would be covered at no cost to the customer if he wanted the work done. ************************* the Used car manager called ************************ and told him that we would not be fixing the Sun/ Moon roof. ******** claimed that that was fine as long as the Sunroof does not leak. As Far as the dealership is concerned we upheld our end of the deal and ************************ did not choose to protect his investment by purchasing a more extensive *************** Contract.

  I have personally tried to reach out to ************************ and will continue so I can express our empathy and apologize for his experience at Shottenkirk Acura Huntsville. The experience he was given is not up to our standards at the store. I have gotten with all team members to use this as a learning experience so we can get better as a store and work on our internal and external communication. For Mr. *********** inconvenience and our lack of customer service. I want to offer ************************ ************ changes and tire rotations in hopes to rectify the situation through exceptional customer service.

   

  Kind Regards,

  Kohler Damson  General Manager

  Shottenkirk Acura Huntsville.

• Initial Complaint

  Date:04/13/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 31 2022 I bought a 2010 ****** Armada from shotenkirk Acura of Huntsville. I am from Mississippi and still owe the state tax on the ****** Armada. When I bought the ****** Armada I placed a 1500$ down payment. All the required paperwork was filled out and filed and supposed to be sent to union county tax assessor. We have been trying to reach out and get information on where the title was and cant get a answer. Phone calls are not being returned and the sales man has blocked mine and my husbands phone number . We are approaching 10 business days and penalties will be placed upon the taxes plus tickets will be able to be written upon not having a tag . And I would like it resolved