ComplaintsforPhil Smith Acura

• Initial Complaint

  05/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Executive team, Board of directors- I hereby address the matter of my recent encounter at your dealership situated in *************. I wish to bring to your attention the circumstances surrounding my interaction with your establishment. After discovering a vehicle of interest through online channels, I engaged in a series of discussions with a manager over the course of several days. The manager, in an effort to establish a more significant and meaningful exchange, encouraged my physical presence at the dealership for face-to-face negotiations. The vehicle in question was an Acura MDX, identified by the *** number *****************, and was initially listed at a price of $33,500 during our negotiation period. My brother, who had to take the day off to come with me to your dealership, being in law enforcement, his work commitments are arranged well in advance, with schedules provided three weeks prior. Accordingly, I also took advantage of my sole day off to travel to your location for the purpose of completing the transaction on the same day. Upon arrival, I was greeted by *********, who proved to be most welcoming. Together, we engaged in negotiations with ********* and eventually reached a mutually agreeable price of $37,500, inclusive of taxes and associated fees. It is pertinent to mention that while ******* assumed the role of negotiator during our electronic correspondence, the manager failed to extend the courtesy of introducing himself, despite our extensive chat history spanning multiple days. This omission alerted me to a potential concern regarding the manager's conduct. Following the successful negotiation, ***************************** transitioned us to ****'s office, where we proceeded to finalize the requisite financial documentation. Given that I possessed a preapproved loan through ************ **** promptly facilitated the completion of the entire application process, having already printed the necessary declaration form. However, upon reviewing the terms, I noticed that my monthly payments would amount to $472, whereas I had expressed a desire for them to be capped at $458. Consequently, **** sought the manager's guidance on this matter, leading to the events I shall now recount. Upon the manager's entrance, he immediately made an accusatory statement, insinuating that I was engaging in an act of theft by saying you know your stealing this . Regrettably, he neglected to introduce himself, acknowledge our presence, or express gratitude for our considerable journey from ********** to ******* for the purpose of acquiring a vehicle from his establishment. His behavior exhibited a complete lack of respect and a marked deterioration in attitude. In response to my inquiry as to why the previously agreed-upon deal was now rescinded, despite the declaration form being physically present before me, the manager claimed that the general manager had altered his stance. It is worth noting that by that point, I had been present at the dealership for a duration of four and a half hours. Such a course of events raises questions regarding the acceptability of such behavior. Furthermore, the manager attempted to persuade me to transfer my loan from *********** to ***** Universe, citing additional financial benefits for the dealership. However, this maneuver would have resulted in an additional cost of $6,500 for me as the customer, exceeding the agreed-upon price. The manager's actions, characterized by manipulation and unethical conduct, are highly disconcerting, particularly given his role as a mentor, leader, and guide within the organization. The mistreatment and lack of respect for time I endured at your dealership is wholly unacceptable, and discriminatory behavior should find no place in any corner of the world. I implore you to reevaluate this distressing situation, conduct a thorough investigation, and hold those responsible accountable for any wrongdoing. I also request that you seek the account of **** and ********* regarding their interactions with me on the aforementioned day. I eagerly anticipate hearing from a representative of the executive team in the near future.

  Business response

  06/03/2024

  The customer contacted the Dealership on May 7, 2024 through the online portal regarding a pre-owned Acura MDX. The customer discussed pricing with one of the Dealerships *** representatives, ******************* (note there are two employees named ******************* at the Dealership, the *** representative and a Sales Manager,which may have contributed to some of the confusion at the time of the customers visit) and requested an out-the-door price. The Dealership sent proposals to the Customer whoreponded he had other proposals at $35,500, less than the Dealerships proposal. He advised that he was flying to ************* to visit several dealerships which had similar vehicles. The Customer then offered $37,500 out-the-door, which the Dealership countered with its best offer of $39,500 out-the-door.
  
  At one point the Customer indicated he was going to look at a non-certified pre-owned (CPO)vehicle at another dealership. When the customer came to the Dealership, he claimed that **** agreed to his price; however, the system notes clearly indicate that $39,500 was the last offer from the Dealership.  At one point, *******************, the Pre-Owned Sales Manager, got involved and advised the customer that he would proceed with the deal at the previously discussed figures of $39,500. However, the customer mentioned he would visit another dealership after seeing a similar vehicle, Non-CPO, within his budget and ultimately did not purchase a vehicle from the Dealership.
  
  I reviewed the customers concerns with the Dealership personnel and their recollection was that they negotiated with the customer consistently in good faith but were unable to come to a mutually agreeable price for the vehicle. The customers desired settlement is for a Refund however since there was not transaction and the Dealership received no payment, there would be no refund forthcoming. 

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We came in for an oil change. After high pressure sales we left with a car payment and long term ************** the dealer our car which we owned outright. We are senior citizens and feel taken advantage of. We did not need a new car or car payment. The owner ***** Smith had us in the dealership for 8 hours. We were exhausted and the finance manager took a long time and didnt make sense to us.

  Customer response

  02/25/2024

  FYI, I still have not been contacted by this dealership to attempt to resolve the complaint.

  Business response

  03/04/2024

  The General Manager of the dealership has reached out to the customer to address his concerns directly with apologies for any misunderstanding, and is working with the customer to provide a satisfactory resolution. 

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I leased a vehicle July 8th 2023 (Acura MDX 2023) and I have call several times to inquire about my license plates and vehicle registration and Ive yet to receive any response. I have spoke to several customers service representatives including the sales rep that assisted in the original transaction and nobody has been able to help me or give me a response as per why it has taken over 3 months to resolve the matter. *** also tried to reach out to the finance department but havent gotten a response. At this point I am on my 4th temporary license plate and its very frustrating and aggravating situation due to the fact that unfortunately in NY and ** those out of state temporary plates are not very well looked upon by law enforcement agencies. I would like to return the vehicle to a local Acura dealer and cancel the lease agreement and get refund for the payments Ive made so far on the deal including the down payment. I have been leasing vehicles since 2013 and I have never been treated with such poor professionalism and disrespect as a client.

  Business response

  11/03/2023

  The Dealership had timely submitted the paperwork for title transfer and plates to the vendor who handles out of state registration and processes, however there were additional issues related to the ** DMV. The Dealership contacted the ** DMV directly and provided the requirements to it and the registration was completed and plates were issued and sent. We apologize for the delay in finalizing everything and appreciate the customer letting us know of the problem.

  Customer response

  11/03/2023

   
  Complaint: 20744617
  
  I am rejecting this response because: the individuals handling this matter never contacted me to explain anything and they were very unprofessional, I still want to cancel the lease and return the vehicle and request a full refund of my payments.  The representatives never made an attempt to resolve the matter until I contacted the BBB.  I am not comfortable dealing with this dealership and being their client for 48 months which is the lease term. 
  
  Sincerely,
  
  *******************

  Business response

  11/16/2023

  The General Manager of the Dealership has spoken with the customer to apologize for the situation and provided him with his direct contact information for any future concerns. The Dealership had already begun to address the tag / title issue prior to receiving the complaint, and it was resolved quickly. The General Manager also assured the customer that his lease for the vehicle is NOT with the Dealership, but instead is with the lease finance company and his account is not, and will not be, adversely affected by having leased the vehicle through the ******* dealership.  

• Initial Complaint

  08/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  You can see in the attached email from the ********* very clearly shows the price of the vehicle. Yet when I called them, the price of the vehicle is $10,000 more. In the attached email there is no indication the price excludes a $10,000 additional dealer markup. It is their right to sell the car for any price they choose but they should not send an email that clearly shows the price of the vehicle and fail to be transparent that they in fact will not sell the car for that price. In the email it clearly says..."Thee price we can offer you on the **** Acura Integra you requested is listed below.". The price they will sell the car is in fact $10,000 more. Incredibly deceptive communication.

  Business response

  09/12/2023

  The vehicle at issue is a "high-demand" vehicle and not readily available. The General Manager of the Dealership reached out to the customer in an attempt to resolve the matter by discounting the market adjustment; unfortunately they have been unable to reach a mutually agreeable resolution. The dealership is happy to continue to work with the customer to meet his transportation needs.

  Customer response

  09/13/2023

   
  Complaint: 20549522
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business response

  10/13/2023

  As noted before, the Dealership reached out to the client to resolve his concerns however he was unwilling to agree to a mutually acceptable resolution. The Dealership has addressed the pricing concerns he raised.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We have had very unpleasant experiences with Phil Smith Acura in *******, **. Additionally, with ******** ****** who just informed us they will not do anything more then what their field service supervisor ***** deemed a good faith repair w/ the customer incurring a portion of the cost.I have all of the service reports documenting the known transmission problem w/ our 2016 Acura MDX, which we have struggled w/ since well before our PT warranty expired at the 6 year date. At the time of taking the vehicle to them last year 2 mo.s prior to the PT warranty expiring, our SUV only had approx. 42K miles (well below the 60K per the powertrain warranty). I pleaded w/ them to do the right thing & replace the transmission w/ our warranty expiring, as the numerous other tweaks, or bandaids to the vehicles transmission did not resolve the problem. I was once again denied, even after recreating the issue & pointing out how many times this service department had performed these temporary bandaids, which never fixed the ****** slamming into first 1st gear, and / or slipping w/ alarming frequent thumps after initial acceleration. The service manager ****** only authorized replacing the transmission controller module on that particular service appointment, stating if that did not resolve the issue once and for all, Phil Smith Acura would stand behind a full good faith replacement of the transmission if the problem ****** was informed by ****** in their service department, that I had nothing to worry about b/c everything about our MDXs known transmission problem had been thoroughly documented. He had me complete a transmission customer statement form to further document the problem at this service appointment, which was 2 mo.s before the powertrain warranty would expire. Just to reiterate, we called this specific dealership at least 12 times since 2017 regarding the matter & brought it in specifically about the transmission issue 6 times prior to the PT warranty expiring.

  Business response

  05/30/2023

  The Dealership had originally advised the Customer that ********************** *** (original manufacturer) would cover 80% of the needed repairs, however the Customer rejected that offer, wanting 100% coverage. The Dealership continued to work with Acura and was able to get it to agree to cover 90% and the Dealership has agreed to pay the remaining 10% as a customer goodwill gesture.  This has been conveyed to the customer.

  Customer response

  05/31/2023

   
  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

  09/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Please see scanned complaint

  Business response

  10/07/2022

  Attached is the correspondence to the Customer, in response to this complaint.

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A brand new car was leased in August 2021 1 week after I heard a leak, but could not see anything. Fast-forward to Feb an actual leak was found. When we took it to get check we were told nothing was wrong, no signs of a leak by Louis in service. He asked us to come pick up the vehicle and if we wanted to bring it back later when a loaner was available. He was super rude and condescending. We waited about 3-4 days before we received a call back. We dropped off the vehicle--1 week later we get a call from the Manager (Warren)--I was told.this could only be fixed through the insurance. I was directed by the GM, ***** to call Acura of NA. It's been 2 weeks and we're still waiting for Acura to fix our moon roof. We've also rrached out to Acura.North America. No answer, no response. Case Manager ****** ******** doesn't answer or return our messages. Acura markets themself as a premium brand...neither the products nor the service is premium. We were planning on getting another Acura. This horrible experience has made us NOT want another encounter with the brand. I was given a vehicle with issues. The solution was simple, take care of.the issue, secure the customer, and allowed for a pleasant experience and customer loyalty. The lack of communication is beyond anything I've ever experienced...horrible.

  Business response

  03/21/2022

  While the Dealership understands the Customer's frustration regarding the sunroof on her vehicle, unfortunately Acura North America (“Acura NA”) is not authorizing the dealership to perform the repair under the factory warranty. Acura NA made a determination that the root cause of the concern is not from a factory defect but an outside source and therefore not covered by the warranty. In this specific case Acura NA required the Dealership to provide them with pictures and prior repair order history in making the determination. The Dealership provided those repair orders reflecting that the Customer brought the vehicle in on 9/30/21 and 1/15/22 for routine service but did not identify any concerns with the sunroof either time. The Dealership GM / Operating Partner did speak with the Acura NA representative to ask for a reconsideration of the Customer's request, but the request was denied again.
  
  As an Acura dealer the Dealership is authorized to perform warranty work on a customer’s vehicle, but it must follow the necessary protocols set forth by Acura NA and get the proper approvals before performing the work. As noted Acura NA has not approved the work.
  
  In such situations, the recourse is typically for the Customer to file a damage claim with her insurance company and have them approve and pay for the repairs.  The Dealership is willing to assist if the Customer would like to proceed with that course of action. The Dealership is also willing to provide the Customer with a significant discount if she prefers to pay out of pocket herself. The cost to repair the sunroof is $2,613 plus tax - the Dealership has offered to provide the Customer with a $600 discount and complete the repair for $2,000 plus tax, and is waiting to hear how she would like to proceed.  

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