ComplaintsforJenkins Acura

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Feb 2023 we purchased a 2018 **** F150 lifted at 7 1/2 inches ( they were sure to tell us they had just had this done and it cost them 5k thats why the price was higher than advertised when we arrived, except the pictures in the advertisement were of the truck ALREADY lifted), we did buy the truck because my husband loved it, along with 3 warranties (a 3 year bumper to bumper, a 7 yr roadside hazard and service policy) knowing that modifcations such as a lift are often not covered, we asked and the sales man assured us that since we were purchasing the vehicle already lifted that it was 100% covered . April 2023, the truck was having transmission issues, still under 90 day DEALER warranty from Acura Jenkins in ********, we called and took the truck back for inspection, the transmission was toast and needed to be replaced, unable to do it in ***** at their service center the truck was transported down to ****************** where is sat for 2 months before they could put a new transmission in, we made payments on time despite this. Meanwhile communication with us from both Acura and **** was none, we had to reach out to them every time to get an update. We were told they were going to use OUR warranty even though it was still under dealer warranty, we told them no we did not want it to go through our warranty as they are responsible for the repair, they did charge warranty. Fast forward April 2024 and cam phasers have now failed, another 4k fix, we had our mechanic to send diagnostics and repair estimate to warranty company and we were denied due to modifications? We advised they had just paid for a transmission on same lifted truck in Feb 2023 and they said if they had known it was lifted they would not have paid and will not pay for ANY repairs to this truck due to the modification which btw had nothing to do with part failures! So Acura lied to warranty company about truck to get paid from our warranty, and sold us 3 worthless warranties, 100% refund desired

  

  Business response

  04/25/2024

  Thank you for bringing this matter to our attention.  The finance director of this location has reached out to the customer directly and they are working on a resolution together while also working with the warranty company to get this resolved. 

  Customer response

  04/25/2024

   
  Complaint: 21618907
  
  I am rejecting this response because: my complaint was not to have anyone deal with the warranty company who clearly said the vehicle is not covered due to the lift exceeding the allowed height and therefore they have refused all and any future repairs to the vehicle. Therefore we just paid 1475$ out of pocket for parts and owe an additional 1800$ labor to our mechanic to fix the truck and mechanic is currently fixing the vehicle. At this point I feel like the business can not be trusted to not defraud the warranty company again in our name and since the warranty company refuses all and any repairs due to the modifications we would like a refund (preferably 100% refund) of the 3 warranties we were sold under false pretense. So far all we received was a blank email for reference to correspond with finance ***** I have left a VM for the accounting department with request to cancel all warranties and no return call as yet.  A satisfactory response would be to cancel the warranties as requested and refund our money as well as not selling warranties to others like they did us. Regards ***********************;

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

  

  Business response

  05/02/2024

  The finance director spoke with the customer at length yesterday regarding the warranties and coverage.  They both agreed that the finance director would cancel the Car Car Plan and the Road Hazard Plan.  He was emailing the customer the cancelation form to sign, then it will be processed to the warranty company, after the customer returns the signed form to us.  This process takes 4 to 6 weeks for the refund to fully process.  The finance director and the customer also discussed the American Guardian warranty and the repairs.  The customer is sending over the diagnostic report and the finance director is calling the warranty services on behalf of the customer to see what further action can be taken to amend the situation and get resolution for all. 
  

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased the vehicle March 7,2023 by March 13,2023 transmission went out. Acura replaced with used transmission on July 17,2023 transmission went out again ***** didn't add up, *********** from Acura stated we had to come out of pocket as we went over the miles for the warranty which there is no way possible with the amount of time we only had the truck back. Sat at the Acura dealer from July 13,2023 to September 06,2023 drove it to my home and vehicle has sat. Had it towed to a mechanic December 13,2023 with the transmission bad. I've had the vehicle for 9 months only drove it for 4 months. Acura refused to pay for the transmission as they sold me a bad truck and refuse to fix the vehicle right.

  

  Business response

  01/10/2024

  On March 7th, 2023, the customer purchased a 2018 Chevrolet Silverado **** with ****** miles on the odometer. During the purchase, the customer declined all service agreements offered in the finance office.

  On March 23rd , 2023, they returned to the dealership with transmission problems and the odometer reading at 108010.  Jenkins Acura replaced the transmission at no cost to the customer and provided them with a free service loaner to use while the work was being completed. This new transmission came with a one year and 12k mile warrant. 

  On July 13th, 2023, the customer reported transmission problems again with the vehicle and at this time the odometer read ******, which is a difference of ****** miles from the time of the free transmission replacement,which would put this out of the warranty period provided by the transmission company. 

  During the time that we had the customer's vehicle at the dealership for the original work, he was provided with a free service loaner. Upon return of Jenkins Acura service loaner vehicle, it was discovered that the vehicle had been smoked in (which is against the loaner agreement), tires were burnt and damaged, and one tire was replaced with a used Sumotomo tire (which is not the brand Acura puts on their vehicles).  We can provide the repair order for this vehicle as well as the loaner car agreement from the customer, should ******************** need this information. 
  
  We were contacted by JMNA warranty services in regard to this customer, stating that they had purchased an extended service agreement, via phone or other means (not through the finance department at Jenkins Acura). They then took the vehicle to ************** and submitted a claim for a transmission, after the vehicle had been previously diagnosed with a warranty issue. This claim was denied by JMNA warranty services.  ************ contract has since been cancelled either by the customer or the warranty administrator. 
  
   At this time there is nothing more that Jenkins Acura is able to cover for this customer.   

  Customer response

  01/20/2024

  Is there anyway I could have more time to respond to the business. Thank you

• Initial Complaint

  05/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  COMPLAINT FOR JENKINS CHEVROLET VENICE FLORIDA WHEN I SELECT IT ON DROP DOWN THE JENKINS ACURA IS PUT ON COMPLAINT. it be fraud if a dealership had a vehicle on their lot with a sticker for $53,000. Then after buying the vehicle going home and looking on their website for $43,000. They changed the sticker from $43000 to $54000. The truck is still on the website for 43,000. Boy did I get ripped off because I thought being new was a manufacturer sticker. I'm going there in morning to see what I can do????. Also I know it's the same vehicle because the vin is listed with the truck and on stickers.

  

  Business response

  08/03/2022

  Business Response /* (1000, 12, 2022/06/24) */ Good afternoon, we have spoken with this customer and the customer stated that he was satisfied with the purchase. We addressed his questions to ensure clarity of the purchase order and transaction. We appreciate his willingness to speak with us and hope that we have regain his confidence.

• Initial Complaint

  05/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Would it be fraud if a dealership had a vehicle on their lot with a sticker for $53,000. Then after buying the vehicle going home and looking on their website for $43,000. They changed the sticker from $43000 to $54000. The truck is still on the website for 43,000. Boy did I get ripped off because I thought being new was a manufacturer sticker. I'm going there in morning to see what I can do????. Also I know it's the same vehicle because the vin is listed with the truck and on stickers. I don't regret buying the truck but by having two prices the same time is wrong on their part.

  

  Business response

  06/16/2022

  Business Response /* (1000, 5, 2022/05/27) */ To whom it may concern this matter has been resolved between the customer and the dealership. The customer is extremely happy and there are no issues. He is a long-standing customer and will continue Jenny customer. Consumer Response /* (2000, 7, 2022/05/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I agree with all of the businesses response. I will contras a customer as they have been good and fair. This was my misunderstanding and not the fault of the business.

• Initial Complaint

  05/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I worked with Drew B*****, a sales consultant, in an attempt to trade in my new 2022 Hyundai Elantra with 1100 miles. Drew delivered a mediocre service experience from the beginning and lacked professionalism and basic car knowledge. Drew agreed to negotiate and work on giving me a reasonable deal. I then spoke with sales manager Bill M******** who stated because it was Sunday, the banks were closed, and they had been unable to receive a response. M******** said they would hold the vehicle and call me on Monday with an update. Drew called on Monday and told me they would know something by the end of the day. I never received a callback and continued calling them for three days straight, leaving a message. Today I decided to go into the dealership after being ignored. I explained to Drew that no one had returned my call. Once again uninformed, Drew proceeds to tell me they are still working on the deal with the vehicle. He then returns five minutes later and tells me they sold the car. I asked to speak to the finance manager because they had continuously pulled my credit eight times, knowing the vehicle had been sold, and did not care to inform me. I spoke to general sales manager Robert C*** who was by far the rudest and least professional person. He stated that his colleague M******** had "lied," and they had never held the vehicle. I asked him why he continued pulling my credit if the car was no longer there. I also asked why none of them took the initiative to return my calls or follow up with me as promised. He stated there was "no need to contact me," they continued pulling my credit because they could potentially get another vehicle in. While speaking to C***, I remained professional and respectful. C*** became hostile with me, belligerently yelling there was no equity in my car and I need money down. He also told me he was done speaking with me and I could leave his dealership.

  

  Business response

  07/06/2022

  Business Response /* (1000, 8, 2022/06/10) */ Good morning, We have addressed the customer's concerns and the customer elected to purchase a vehicle. We appreciate the opportunity to ensure we regain the customer's confidence. Please reach out to us if you need further assistance.

• Initial Complaint

  03/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a vehicle on 3/18/2021 from Jenkins *** of ***********. Made sure I was approved before I even left my home, for one I was driving 2hrs to this dealership, and two this was just a extra vehicle so I didn't want to have to sit at the dealership all day to wait and see if I was approved at my price point. Received a text stating payment price and down payment. Went to look at the vehicle and notice a few what seemed to be minor issues that needed to be fixed. After 2 weeks I finally got a date set up to take the van in to receive a loaner so the work can be done. After another 2 hrs drive down, I was hit with new paperwork, for a complete different price, interest rate and payment. I of course refused to sign off on anything new, and request a refund of my down payment and insurance fees, extra gas ect. For wasted trips. To start it was "no problem", then it turns to you only get your down payment once we get our van, claiming the $20,000 vehicle was only $12000, so it's "not that big of a deal". I have all this in text from the sales person. I just want my money back I could care less about the van. This is a completely unprofessional dealership. I'm trying to resolve with out legal action but that doesn't seem to be happening. On top of that turns out they ran my credit ten times over a two week period with out my knowledge. When it was only supposed to be ran the day before purchase so my finance was already "locked in" before I made the trip down. Again it was just a lie. I also have proof stating my score is a 687, witch they are now claiming is over a 100 points lower and that's the reason for the finance change. Witch is another complete lie.

  

  Business response

  03/30/2022

  *****, 

   

  Thank you for bringing this matter to my attention. My name is ******* and I am the Customer Relations Manager here at ********************** *** of ***********. I want to sincerely apologize for the inconveniences caused. I completely understand why you are frustrated. I am willing to do as much as I can to help you with this matter. What I will do right now is gather all the info I need, I will then speak to my General Manager to discuss your refund. 

   

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

  Customer Relations Manager

  ********************** *** of ***********

  

  Business response

  03/31/2022

  3/31/2022
  

  Good afternoon *****, 

   

  I have attached a copy of the refund receipt showing proof of refund. Thank you again for your patience in this matter. The refund should reflect in a few days depending on your banks processing timeframe. 

   

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

  Customer Relations Manager

  ********************** *** of ***********

  
  
  

  Customer response

  04/05/2022

  4/5/2022
  I'm regretting the response because the issue is not solved I'm still out $100s of dollars, with insurance gas and the affects to my credit. The only thing I have received is my down payment back. This is a completely un relatable business and car dealership. They lie their way into your wallet. The could care less about customer service.
  
  

• Initial Complaint

  12/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  November 3, 2021

  

  Business response

  12/10/2021

  We are gathering information at this time and will respond soon.

  

  Business response

  12/17/2021

  12/17/2021
  

  Good morning,

   

  Let me first begin by saying that I am sincerely sorry for your loss and the inconvenience this situation has caused. I also apologize for the miscommunication and misunderstanding that occurred as well. We diligently strive to provide the best experience possible for each situation. The reason that you had to sign a different contract electronically was because terms in the original deal had changed and when that occurs we need a new contract signed reflecting those terms. Once we received the returned vehicle back, we initiated the process of cancelling the contract. I have also attached the cancellation that was sent from us to ********* Finance along with other documents needed by them for cancellation. In the BBB complaint you requested that the contract be cancelled. As the documents reflect, this has been initiated on our end. Again, I do apologize for the strain this situation has caused. 

   

  Thank you,

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

  Customer Relations Manager

  ********************** *** of ***********

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

  
  
  

  Customer response

  12/21/2021

  12/16/2021
  

  (To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved)

  Complaint: 16352447

  I am rejecting this response because: They have all of the information they need already. They have not cancelled the contract on the vehicle even though it was returned to them on 11/12/2021. This has continued to prevent me from purchasing another vehicle.

  Regards,

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

  
  
  12/21/2021
  

  (To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved)

  Complaint: 16352447

  I am rejecting this response because:

  The actions of Jenkins *** of *********** has caused multiple negative consequences to my credit and my ability to purchase another vehicle. I am still suffering from their lies they told me in order to get me to return the vehicle. I would still be driving my brand new ************************************************************* to return the vehicle. This has been one disaster after another because the 2022 *** **** is now on my credit report and is causing me to be denied credit by other banks. I do not accept their apologies due the consequences of their actions on my livelihood and my financial situation.

  Regards,

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

  
  
  

• Initial Complaint

  10/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  08/20/21 a transaction from my bank account in the amount of$7,000.00 was made for a down payment on a 2018 navigator. My son checked the vehicle out after I ask him to go back to the lot and test drive the vehicle. While driving the vehicle he observed a light on indicating that something is wrong with the vehicle. The company, ***************** was ask to have the problem fixed. The company was going to allow me to drive one of their vehicles until the fix the other vehicle. 8/22/21 I text the salesman to inform him that I changed my mind about purchasing the vehicle. On 8/23/21 I ask about the 7000.00, 8/30 no refund as of today 9/3/21 nothing. The evidence I have that funds were taken is the proof from my bank statement. Documents/ paperwork on this vehicle were not signed. Resolution for me will be for the company to return the money i paid in the amount of $7,000. will pay them the ******. as of 8/23 work had been started on the vehicle. .

  

  Business response

  10/01/2021

  Regarding ************************, refunds in the amount of $7000 and $300 were issued to her MasterCard. If you need any additional info, please let me know.

   

  Again, thank you and have a wonderful weekend.

   

  Kind regards,

   

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

  Jenkins *** of ***********

*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. ↩