ComplaintsforAcura of Milford

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had problems starting car, Acura said they needed to replace the starter, I paid them $936. I picked up my car, issue persisted. Not only did Acura not fix the issue, they returned the car to me with even more issues: car suddenly making noise and is difficult to drive. I brought car back to Acura same day. Acura tells me I need a new knock sensor and will cost upwards of $600. New issue of car making noise and difficult to drive: Acura said “someone, not us” didn’t connect the power steering pump properly so air got in and that’s what's causing the noise (Acura is the only one who has worked on the car so if “someone” didn’t connect it properly, it was them). I told Acura not to do any more work. I picked up my car (after Acura had car for 9 DAYS) and brought car directly to a different mechanic. Same day this other mechanic tells me that the issue is that the alternator was not connected properly. Background: Acura of Milford replaced the alternator 3 months prior. This other mechanic connected it and didn’t even charge me. This other mechanic also told me that the alternator that Acura put in is not an Acura part but a cheaper one (when you bring your car to an Acura dealer, you assume they’re putting in Acura parts!). He laughed saying that Acura probably charged me $500-600 for this cheaper alternator and that I should ask for some money back. Looked back at my records, I paid $861. Resolution request: 1) Refund $936 they charged for a new starter when this was not the issue. 2) Refund a portion of the $861 I paid for a new alternator since they did not install an Acura part but rather a cheaper part. Note, I am not seeking resolution for the damage they caused to the power steering pump. I paid the other mechanic to replace it. My request for resolution is more than reasonable. I've followed up with Acura multiple times to give them the opportunity to resolve this but service manager has not called me back. It has been a month since my car was brought in.

  

  Business response

  08/28/2024

  I am willing to offer you $936 in Service Credit to be used for future service at Acura of Milford. We will flag her account with 936 to spend on any type of repair.    

  Sincerely,

  John D******

  Acura of Milford

  ###-###-####

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

  Customer response

  08/29/2024

  Can this credit be used for maintenance service such as oil changes, air filters?

  

  Business response

  09/04/2024

  Good morning ********,

   

  Yes it can!  And with no expiration date.

  Please let me know if you need anything else.

  John D******

  General Manager

  Acura of Milford

  ###-###-####

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

   

   

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped off my 2020 Acura *** to Acura of Milford on Tuesday June 25th at 8am because my heat/ac was not blowing any air at all. I assumed it was a fan issue. I was updated by the dealership stating that they knew it was the blower motor that was not working but could not tell me WHY the blower motor was not working. They needed to keep my car but told me they had no loaner vehicle for me. The next day they told me they were still working on it and would again need to keep my car and that they would follow up regarding my warranty I have. On Thursday the 27th I had my mom call because I was not getting clear answers. They told her that the part was ordered and will be in Friday and my car will be ready. Friday comes and I do not receive ONE call. My mom again called the dealership and we were given different information. At 4pm I received a call stating my car was not ready but they "found" a loaner car for me. I had to leave work early to make sure I could get there by the time they closed. I have not heard ONE update from the dealership since they gave me the loaner on the 28th. My car has now been at the dealership for almost 3 weeks with NO answer.

  

  Business response

  07/16/2024

  Hello ******,

  Please be advised, we have been attempting to update you via phone at the ###-###-#### number, as recently as yesterday (3X), but the call goes straight to voicemail.  

  As your service advisor informed you, the part needed for your vehicle is on back-order.  The part is expected to arrive on Thursday, 7/25.  As long as we receive the part, it will be installed the same day.

  We will notify you via phone and email once the part is received at the dealership.  In the meantime, please feel free to reach out to our Service Manager, Wilfredo I**** at ###-###-####.

  Thank you.

  John D******. General Manager

  Acura of Milford

  Customer response

  07/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: the attached screenshot was the FIRST time I’ve had attempted calls made to me by someone at the dealership since I was given the loaner car on June 28th. No voicemail was even left. I am glad someone other than Sydney is addressing this because it is unprofessional the run around she has give both me and my mom when she has had to call. On June 27th I was told the part was going to be in on the 28th and my car would be ready on the 28th. The 28th came and I got a different story from Sydney when she finally called me at 4pm stating my car wasn’t ready but she found a loaner car. When I picked up the loaner car on the 28th I was told that the part was in and my car would be worked on “tomorrow” but it would take a few hours to be done. Sydney was also supposed to send me an email of a drafter “invoice” because I had requested it to go over with my warranty company AND the company I originally bought the car from because they wanted to make sure I wasn’t getting charged for things I shouldn’t be… I never received an email from her the next day and not once have I gotten a phone call or email until yesterday. When my mom finally got ahold of Sydney yesterday afternoon her story once again changed to “the part is on back order.” This information would have been nice to know so I wasn’t sitting in limbo. My car was being held for an extra 2 weeks, now almost 3 weeks with not so much as a courtesy call or update.
  
  Sincerely,
  
  ****** ******

  

  Business response

  08/06/2024

  Good morning ******,

   

  The Service Manager and the General Manager of Acura of Milford has been made aware of your situation.  They asked that you contact them directly, and we are providing their contact information below:

   

  John D******, General Manager

  Acura of Milford

  ************ ***************************  Wilfredo I****, Service Manager

  Acura of Milford

  ************ *************************  Thank you.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The date was around 8/30/23 and I went into Acura of Milford to buy a car I had cash: I only had 16 cash the car I had been pressured to buy was 13 something and came to around 17 with taxes and everything. I told them I only had 16 cash and they told me they would take it a waive the other fees. After all said and done and I shook two peoples hands and thanked them for taking the 16 cash one of the sales guys that I was working with asked me how my credit was and said it would be in my interest to finance the warranty he said JUST the warranty so I agreed for him to run my credit and told him the simplest warranty if any. The guy that handled my case came back and said congratulations you are approved. I told him I don’t want the highest warranty I want the cheapest one. So it was hours before I saw someone then my money was counted with three people then I was brought to another office where she explained the warranties I told her I don’t want any of the unnecessary warranties just the simplest one because I didn’t want a crazy loan: I told heR no to basically every warranty they added to my loan. She also handed me four grand back and told me in order for them to be allowed to finance me they had to give me four grand back I was in complete confusion she had me sign one paper or two none of the individual warranty paper. There was no total amount on any paper I signed. She spoke the entire time about my momvisit there which they overcharged my mom 8 grand. I put down 12 grand.After a month I found out what they did to my Mom and looked through my paperwork and found there was no total amount when I investigated further I found out they totaled on every single warranty they also didn’t give me the car for 16 grand cash they overcharged me they manager said he was going to waivethat the dealer conveyance fee well they didn’t When I tried to resolve this by going to Acura calling multiple times they told me they were going to refund me all the warranty they havent

  

  Business response

  05/01/2024

  Good morning *******,
  
  Thank you for bringing your concerns to our attention.
  
  We are attaching a copy of your final acceptance, menu, and bank contract signed on 7/31/23.  The documents clearly state your financial responsibility.
  
  If you would like to cancel eligible warranties, you may submit a signed cancellation form for each item purchased.
  
  Please reach out to me directly at ###-###-####, or email me at *************************** to discuss next steps.
  

  Thank you.

  John D******

  General Manager

  Acura of Milford

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business sold me a used 2019 *** *******. I brought it back in the day I purchased it because it wasn’t driving right. At first they were understanding but once my dad left the building, they sent me on my way and told me the car was perfectly fine. It needed to “ learn how to drive me” I gave it two more weeks and then called to let them know it was still abnormal. For well over a month they kept pushing me off telling me that there were no loaner vehicles available and to call back on a specific day. Every day that I called they did not call me back. I finally got the car into the shop by bringing it down and forcing them to take it. They again called me trying to assure me that nothing was wrong with the vehicle, when I continued to push. After a long time of waiting they were able to send it to a *** dealership where it was confirmed that it had a bad transmission. They fix the transmission, upon picking it up I break down two hours later in the middle of an intersection. The car completely powers down in shortly after turns back on, they came and picked it up and provided a new loaner again. They claim it just need a transmission fluid, and upon receiving my vehicle back the front bumper was damaged. They fixed it again providing a loaner, however it was not properly fixed and a body shop recommended that I actually needs a whole new bumper or the crack will continue to spread. I have continually gotten a run around on when this will be done. Today something fell off with the car so I brought it to my regular mechanic, when they put it up on the left they noticed that where the transmission mounts to the cross member holding it in place, there is one of two bolts missing. He was going to just put the boat in for me when realizing that there was a snapped off bolt and sign, meaning that the installation was incorrect. Upon calling today, per usual im constantly on hold, no one will talk to me, and no one will give me the owners contact information.

  

  Business response

  09/21/2023

  Per our conversation, your bumper cover will be in on 9/21 and we will proceed with having it primed and painted. Once the bumper comes back, we will coordinate a date and time to have you bring your car in to install the bumper and the transmission bolt.    

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Acura *** 2020 with 43,*** miles (estimate) on 7/29/23 at Acura of Milford. I test drove the car and when I brought the car back, I spoke to the salesperson about a noise I heard in the front passenger's side. He said the car had been sitting for a while and the noise would go away. Gave him the benefit of the doubt and continued with the sale. The price of car was said to be $48,*** (estimated). It was Acura certified. I saw a similar car with less miles and lower price at Acura of ******** and brought it to the salesperson attention. He went to the manager and they did a price match to $31,900. I went on the Acura of Milford's website and they had the car for less than the original price that they were selling it for and the mileage was 800 miles more than what the paper they gave me. I had already signed for them to check my credit approval. I needed to get a car that day because I was in a rental car and it was already passed 1pm. I left the dealership after hours, around 6pm. I drove the car all week back and forth to work and the noise continued. I texted the salesperson Saturday 8/5 he told me to make an appointment with the service department. I took the car to get it checked Saturday 8/12, they said it was the 2 front wheel bearings. I went to speak to the GM because I think that car shouldn't had left the lot and that it must've not passed the certification. They told me they had to order the parts and the car would be ready Thursday. I told them I couldn't pick up the car during the week because I work Monday-Friday 830am-5pm. So they told me I could pick it up Saturday 8/19. They gave me a loaner car. Saturday I go pick up the car around 830am and the service manager said the car was ready and that they had replaced the 2 front tires as well. I got in the car to go home and the tire key was not in the pouch, I went to ask about it. The car was not ready, the tires were not in. There are other issues w/ car. Too much to write. Car not safe

  

  Business response

  08/30/2023

  The customer came in on Saturday the 26th and explained her situation to our General Manager, and he drove the car himself and verified the noise. He immediately brought the car into the service department and had the noise addressed. The customer also pointed out a molding piece on the passenger rear door that was popping up and the general manager had that ordered. When the molding piece comes in, we will go pick her car up and replace the molding and then drop her car back off, so she will no longer be inconvenienced having to drive here from ********. 

  Customer response

  09/01/2023

  The general manager did not make any attempt to reach out to me after I emailed him twice. Once again, I went to the dealership Saturday 8/26/23 around 830am to let the manager know I didn't want to deal with them anymore because of all the issues with the car and the inconvenience that has been going on since I purchased the car. The service manager told me they had changed the front brake pads before I purchased the car. If that was the case, then wouldn't they had seen that the rotors needed to be changed as well?! This is supposed to be an Acura Certified vehicle which is supposed to be almost like new. With the price that they were selling it for, I would've thought they had checked everything and replaced what needed to be replaced. Why should I be taking the car after I purchased it to get all these things fixed?! Not once have I received a call from anyone from this dealership to fix anuthing on this car. It's been me driving to the dealership to get the issues fixed. I'm a single mother of 4 kids, I can not leave my kids every Saturday to deal with car issues. I don't trust this dealership and I don't feel safe in this car. I just want to cancel this whole transaction with this dealership, I don't want anything to do with them as they are not trustworthy. 

  Customer response

  09/01/2023

  More Information...The general manager did not make any attempt to reach out to me after I emailed him twice. Once again, I went to the dealership Saturday 8/26/23 around 830am to let the manager know I didn't want to deal with them anymore because of all the issues with the car and the inconvenience that has been going on since I purchased the car. The service manager told me they had changed the front brake pads before I purchased the car. If that was the case, then wouldn't they had seen that the rotors needed to be changed as well?! This is supposed to be an Acura Certified vehicle which is supposed to be almost like new. With the price that they were selling it for, I would've thought they had checked everything and replaced what needed to be replaced. Why should I be taking the car after I purchased it to get all these things fixed?! Not once have I received a call from anyone from this dealership to fix anuthing on this car. It's been me driving to the dealership to get the issues fixed. I'm a single mother of 4 kids, I can not leave my kids every Saturday to deal with car issues. I don't trust this dealership and I don't feel safe in this car. I just want to cancel this whole transaction with this dealership, I don't want anything to do with them as they are not trustworthy. 

• Initial Complaint

  07/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 7/11/23, I visited Acura of Milford searching for a used car. While there I was guided into purchasing a new car instead. I left the dealer and continued my search. I then visited Acura of ********, and the same thing happened, I was guided into purchasing a new car. I told the salesperson that I was interested in one of their cars, but that I would have to think about it overnight. On my way home I was contacted via telephone by the salesperson from Acura of Milford. I informed him that I had put a $1k deposit on a vehicle at Acura of ********. The salesperson told me to come see him and that he would be able to beat the price. I then met with him and while there I was told that they did not have the vehicle in stock. He told me that it would take a couple of days for the vehicle to arrive, which they had to get from another dealer. The salesperson at Acura of Milford told me to call Acura of ******** and request a refund for my $1k deposit. The salesperson said that all I have to do is call them and they will refund my money via telephone. I called Acura of ******** and without hesitation, the salesperson refunded my $1k. The salesperson from Acura of Milford then guided me into purchasing the car from him instead. He requested a $1k deposit for a 2023 ***** ***. I provided him with my credit card and the $1k deposit was charged. He could not beat the price because he had to get the car from another dealer. At no point, I was told that the deposit was non-refundable. On 7/15/23, I text the salesperson advising him that I was not going to purchase the vehicle and requested my deposit. He did not respond to any of my messages. Today 7/19/23, I called the dealer and spoke with the salesperson. When I asked for my refund he said that I will have to come in and sign some paperwork. I told him that I was not interested in signing any paperwork. I asked him if I would have to file a dispute with my bank and he replied "Do whatever you wanna do".

  

  Business response

  08/08/2023

  Acura of Milford will refund the deposit to the customer.

  Customer response

  08/08/2023

  
  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

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called 3 weeks prior to my scheduled appointment date to discuss my problem. I made an appointment to drop it off March 22, and was told I would be called following morning with an affirmative answer on my car's issue. I heard nothing and had to call. The gentleman goes "oh your car is here for an alignment, right?" I go no, my radio and bluetooth have stopped working. He called me bac k shortly after to inform me one of my wiring harness' has shorted out (its a 2021??) and was getting repaired as we spoke. He said pick up would be Friday, March 24th. He called me Friday and said they were testing my car and realized another harness had also gone out, and they needed to order the part that would be in following day, and repairs would be started Monday (March 27). I said okay, no problem. Called Monday, left a message, never called back. Called Tuesday and Wednesday to no answer. Called Thursday (March 30), and lady said my rep would call me back. Never heard anything. Friday (March 31) I called AGAIN, was told they were finishing up putting my car back together and would be ready Monday evening for pick up (April 3rd) and my rep would call me at 10am to confirm. Called Monday at 3pm to confirm pick up, was told my rep was off and the lady said no one knew the status of my car as it's "not in the system". Said my rep would be in today (april 4) and I would hear. Nothing. Called this morning and my rep was out (again) and once again, no one knows where my car is, let alone the status. Gentleman said "oh my guys are going to test drive it now and make sure your alignment is good". MY CAR WAS NEVER THERE FOR AN ALIGNMENT. IF IT WAS, WOULDN'T I HAVE ALREADY GOTTEN IT? This is absolutely RIDICULOUS. they hung up in my face after 45 minutes on hold as I said this has to be illegal and I'll get a lawyer involved. Called another Acura dealer who said they get a lot of Acura Milford customers with similar service complaints.

  

  Business response

  04/13/2023

  After speaking to the customer, she dropped off her car and picked up a complimentary loaner car. The repair should be completed by Friday the 14th if no additional parts need to ordered. The customer will be contacted as soon as the repair is completed. Tell us why here...

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They had my car for 4 months during that time they tried increasing the price another 1000 and we said NO.. not calling me to give updates and no loaner car. Every time we called they said we will call you back and will never get a call back or they would tell us the parts should be in and car should be done in 2 weeks. During the course of the time there we made an agreement for them to fix the leather to middle console that was ripped and they agreed to repair it. We pick up car finally 2 weeks ago and they wrote down the agreement on our invoice that they would fix the console. We call today just to see if the leather came in as we never got calls from them and the service manager Jose goes off on my husband saying we are rude and inpatient and disgusting on how we call them all the time. He goes on to say he is not holding on to their end of the bargain and they won't fix the leather and for us to never come back and they will never service our car again. This is unbelievable to have our car 4 months and they do this at the end is unacceptable. I am very disappointed in milford of Acura and they are not upstanding in their word or services.

  

  Business response

  05/19/2022

  Per our service records, the customer left the vehicle at our shop to perform work that was agreed upon by both parties. A loaner vehicle was not needed since they were going to be out of the country. Our records indicate that the leather middle console issue was not included in the repair order. The vehicle service repair order was completed timely, we even took their car thru emissions for them, since they were still out of the country. No further work is required according to the service order that we have on file and the customer agreed to.

  John D******

  General Manager
  

  Customer response

  05/27/2022

  My issues with Acura of Milford is not resolved.  I contacted corporate office and they asked that I wait for them to contact me back before I responded to their lies they provided to you.  They are stating that I was away and that is why we had no loaner car.  We were away for 7 days and from Jan 15 to the 21st..we did not receive my car back until early May. 4 months they had my car with no loaner and no updates.  Every time we called they would say next week it would be done. Our emissions was due in March and they said it won't be done so we said you need yo take if for emissions test otherwise they will pay penalties.  20 dollar emissions fee does not make up for 4 months of not having a car.  Im a traveling home Care therapist obviously I need a car to get around.  I had to borrow my mother's and brothers cars from **.  I did so much driving g back and forth they had to get oil changes and i put a great deal of mileage.  I need them to cover these expenses for weekly use of thwir cars..i am very dissatisfied and im not letting them get away with this.  I would like this opened again as i wanted to respond appropriately with guidance from coroprate.

  

  Business response

  05/31/2022

  The customer has contacted Acura corporate and we are in the process of resolving this issue thru Acura. Thank you, John D******- General Manager 

  Customer response

  05/31/2022

  
  Complaint: ********
  
  I am rejecting this response because:I am going through corporate however the BBB has thr right to know how horrible your business is and you have her your grade lowered due to poor service quality, unethical business practices, inability to communicate how long it will take or status of service being performed and managers if Jose is one to speak inappropriate to valued customers. Therefore your grade should be a D and you should no longer be accepted as a BBB pick.
  Sincerely,
  
  ******* **********

*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. ↩