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:04/17/2023

  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.

  In 2019 I leased a vehicle with Acura financial services and on 4/2022 my lease was over and the vehicle was returned,All my bills were paid and they been harassing me since Then They lied and said I owe money for taxes and I kept making payments On October of 2022 they refunded me ***************************************************************************************************************************************************** an email that I owe them 200 dollars I just want them to stop the scam

  Business Response

  Date: 04/25/2023

  ******** ************************* (AHFC) is responding to a complaint received via the BBB from ********************* on April 17, 2023.  AHFC called ************** and advised them of what would be required to accommodate their request.  At this point, AHFC considers this complaint to be closed.

• Initial Complaint

  Date:03/29/2023

  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 leased an ACURA MDX in 2019 from an Acura dealership in ********, ** (********* Acura).I moved to ******** in **************************************** 2021 (please see registration card attached).I called MO DMV and they said only destroy the license plate.Before I moved to MI, I informed Acura dealership of the move in my last visit to the dealership in July 2021.In addition, I changed my address on my Acura financial department website (please see Dec 2021 statement attached having my MI address).I ended up buying the car in May 2022.Acura financial dep. decided to pay MO 2022 personal property tax amount of $1091.59, even the I am no longer MO resident. mailed me the receipt.I called Acura and explained the confusion. Initially they admitted the mistake and sent to MO personal tax for refund. MO taxes responded that they do not refund for mistakes.Acura is now asking me to pay for their mistake.I escalated the problem with Acura fin. without resolution. This has been an ongoing problem for over 3 months now. Your help is highly appreciated.

  Business Response

  Date: 04/11/2023

  ******** ************************* (AHFC) is responding to a complaint received via the BBB from ***** El-******* on March 29, 2023.  AHFC mailed a response letter to Mr. ***************** and advised them of what would be required to accommodate their request.  At this point, AHFC considers this complaint to be closed.
  
  

• Initial Complaint

  Date:03/07/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  In October 2021 I financed a vehicle with Acura Financial Services for at total amount of $29,443.32. Of this total, $950 was for *** insurance. I owned the vehicle up until December 30, 2022 at which I traded it in. Per my last statement with Acura Financial Services, the payoff for the vehicle was $22,559.92 and this estimate was good through January 7, 2023. ********** paid off the balance of my loan to include additional interest in the amount of $22,561.88 and I have a letter from Acura Financial Services that said the loan was paid in full as of January 6, 2023. The payoff letter states that any remaining premium from the *** policy would be deducted from my outstanding balance, but I did not have an outstanding balance since ********** paid over the amount of payoff to account for extra daily interest. Since the total paid by ********** was more than the payoff, I should have received a check for the difference in premium for cancelling my *** insurance policy. I have not received a check for the difference and when I call Acura Financial Services, they're telling me that my payoff was actually more than $23,200+ dollars and that I will not receive a refund because it was "credited to my payoff". This is not financially possible. They're also stating that my *** cancellation premium was only $671.19 even though the initial policy was $950 and I only owned the car 441 days out of ***** on the policy. I'm requesting they refund the correct amount of money owed to me for cancelling *** coverage and I have included all contracts, statements, and letters supporting this matter. All statements included clearly depict the estimated payoff amount for the Acura.

  Business Response

  Date: 03/17/2023

  ******** ************************* (AHFC) is responding to a complaint received via the BBB from ******************* on March 7, 2023. AHFC mailed a response letter to ************ and advised them of what would be required to accommodate their request.  At this point, AHFC considers this complaint to be closed.

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19553245
  
  I am rejecting this response because:
  
  I have not received any communication via mail or email from Acura Financial Services. I cannot even get a supervisor to return my calls. I have been in touch with ******* at ******* the owner of the *** insurance policy, who reports that the policy was not cancelled by ***************** Acura until 3/3/2023 and that they mailed a check in the amount of $669.53 on 3/7/2023 to ***************** Acura and that they would be responsible for making sure I received my refund. When I spoke with ***************************, Finance Director at ***************** Acura, he said:

  *****,

  I informed you yesterday that Acura Financial Services (AFS) took those funds from our account. We both know that the issue is between you and AFS. ***** filed a complaint with the Better Business Bureau (BBB) because AFS told you they issued the refund to you already as a rebate & youre disputing that. You filing the complaint with the BBB is actually acknowledgement from you that AFS is responsible for the refund. And, AFS has already advised you that they are responsible for the refund, so Im confused as to why you continue to attempt to get a refund from ***************** Acura.
  
  As I told you yesterday when we spoke, I will do everything I can on my end to assist you, but ***************** Acura will not be issuing a check because we dont owe the funds to you. If there are funds due you from the *** refund, those funds will come from AFS.

  I am still owed $669.53 for my *** insurance refund and neither Acura Financial Services nor ***************** Acura are admitting that this money is owed to me despite the check from ****** being mailed directly to ***************** Acura for them to disperse to me. *************************** is the original person that advised me that Acura Financial Services owed the *** refund to me, and that I needed to work this out with them. 
  

  I simply want the money that is owed to me. Whether that comes from Acura financial services or ***************** Acura, the refund is mine and I have been dealing with this issue since January 9, 2023. 

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

  Business Response

  Date: 03/24/2023

  ******** ************************* (AHFC) is responding to a rebuttal received via the BBB from *******************. On March 17, 2023, AHFC mailed a response letter to the customer. On March 23, 2023, AHFC attempted to contact the customer but was unsuccessful. 

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19553245
  
  I am rejecting this response because:

  I called back the same date, 3/23/23, and left a message. No one has returned my call.

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

  Customer Answer

  Date: 04/27/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

• Initial Complaint

  Date:11/18/2022

  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 am only allowed to make payments on my account via debit card which incurre a 5 dollar fee that is **************************************************************** anyway to pay online only if you make payment via western union 3rd party very inconvenient to have to make payments via phone which take 15 min of your day and hear a call center rep read you a script please make a acura app were i can make my payments fee free and save me time

  Business Response

  Date: 12/07/2022

  ******** ************************* (AHFC) is responding to a complaint received via the BBB from **************************  On December 7, 2022, AHFC sent a response letter to address their concerns along with a contact phone number of ************ should they have additional questions.  At this point, AHFC considers this complaint to be closed.

• Initial Complaint

  Date:11/16/2022

  Type:Order 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 asked the Acura agent to be trx to the their credit **** for a review on my particular situation. I had never been reported for late payments and on the call to remind me my payment was due, I was informed I was already being reported for a late payment with no reminder notification prior. I asked if I could get in contact with someone who could help me delete the late payment and was hung up on. Please help me with the late payment deletion request. I can't just dispute it to the credit bureau without Acura telling them to. *********** will just see what Acura sent and keep it as is unless they submit the deletion for me. The acct is current and nothing is due at this time. In the least I should be able to speak with someone in the credit **** and not be hung up on.

  Business Response

  Date: 12/05/2022

  ******** ************************* (AHFC) is responding to a complaint received via the BBB from ***************************.  On December 5, 2022, AHFC sent a response letter to address their concerns.  At this point, AHFC considers this complaint to be closed.

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18413125
  
  I am rejecting this response because: I didn't
  Say the late payment was invalid, I asked for it to be removed from my history as a courtesy bc of issues I was having and my credit score went down over 40pts. But just wow another heartless company. 

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

  Business Response

  Date: 12/12/2022

  ******** ************************* (AHFC) is responding to a rebuttal received via the BBB from ***************************.  The rebuttal does not provide any new information.

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18413125
  
  I am rejecting this response because I didn't see anything different. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/23/2022

  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.

  Beginning May 25th I called Acura requesting information about why the payment amount was different that what it should have been for the loan amount and interest rate. I was not given specific information, only guesses as to why. I requested a manager callback with specifics. I spoke with associates on May 26th, June 3rd and now 09/23/22. The associate ***** today told me that the managers did not deem it worthy to call me back. You cannot fail to explain the loan to me and deem it not worthy of a call back. Furthermore, they could not explain why the interest went ** in the second month vs the first month. I need to know why the interest payment was higher in the 2nd month than the 1st. I also need to know why the interest per day was not changed after 2 priniciple payments had been made. The interest per day is based on the principle amount. No explanation was given and then they feel as though they can just tell me no one can call me back in regard to the issue. I need a callback as requested and promised. No one in the beginning said a manager will see if they feel my request is worthy of a call. They stated I would be called back. They have staff that are not trained in finance and just give blanket responses that do not make sense nor answer the questions asked.

  Business Response

  Date: 10/07/2022

  ******** ************************* (AHFC) is responding to a complaint received via the BBB from *************************** on September 23, 2022.  AHFC attempted to contact the customer but was unsuccessful and mailed the customer a response letter and advised them of what would be required to accommodate their request.  At this point, AHFC considers this complaint to be closed.

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18120037
  
  I am rejecting this response because: no attempt has been made to contact me. I have their number stored in my phone and not one time have they attempted to contact me. Furthermore, no letter has been received from the company. These are lies.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/10/2022

  Please allow until October 21, 2022 for the letter to arrive.  Should **************** want immediate information, she can call AHFC at ************.  Two voicemails were left prior to the letter sent out on October 7, 2022.

  Customer Answer

  Date: 10/10/2022

   
  Complaint: 18120037
  
  I am rejecting this response because: I did not have voicemail before today. I just called the phone company and added voicemail as of today so no messages could have been left prior to today. Either they are dialing and incorrect number and leaving messages for them or they are not calling at all which I think is the case based on their reviews online.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/31/2022

  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 have been tracking my payments online, and knew that I only had my last payment left and additional late fees/interest. $285 + $166.50 in fees. I was about it pay it, and saw online that I owed another $351 with unexplained fees and no due date. I called mid August to ask about these charges. I was told by a ******* that I had until 9/30 to pay it. I asked if it would be late and get reported to the credit agency, and she said "Yes, but I can see that you already have a few credit markers on your account, so....?" I cannot believe how unprofessional it was for someone to tell me that it shouldn't matter if I get another credit marker since it's already happened in the past. How offensive, because that don't know the hardship I had during that time I was late in the past. What if I didn't ask and listened to her? She TOLD me to pay it late! Still no explanation on the fees. I asked for a manager to call back. I never got a call back. I called 8/30 and was told a ******** (not a manager) tried calling me back, but I didn't have a voicemail set up, which is a lie. I asked to speak with her and she was busy. I asked for a manager call back since I never got one. I was told they will call me in a few days. I asked again if someone can just explain the extra charge. I was told that I never paid the late fees, and my last payment could be 2 months of payments and nothing towards fees. He really didn't know the answer. He was reading the same statement I was making assumptions since there was no explanation that he could see either. I am jumping through hoops just to get a price breakdown or explanation of fees. I haven't gotten an answer yet, and I can't pay until I know what I'm paying for. The amount goes up on my account each day, but the agent told me not to worry about that. I don't want to get penalized for listening to your agents. I want a price breakdown and I want someone to call me. I shouldn't be jumping through hoops when I already made my last payment.

  Business Response

  Date: 09/19/2022

  ******** ************************* (AHFC) is responding to a complaint received via the BBB from ***************************.  On September 16, 2022, AHFC sent a response letter to the customer to address their concerns since AHFC was unable to reach the customer via a phone call.  At this point, AHFC considers this complaint to be closed.

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 17804184
  
  I am rejecting this response because: I have not been called or received any kind of letter. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/26/2022

  Please allow 10 business days for the **** to deliver the response letter.

• Initial Complaint

  Date:07/29/2022

  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 leased a vehicle for 3 years always made payments on time turned my lease in toward the end of May. They drafted my account for a June payment they sold the vehicle in June (confirmed by the dealership) They say they mailed a refund of $540.40 to a bogus address ( a *** store) and that I cashed the check on July 6, 2022. I never saw such check and have been fighting this since June. I have called 8 times to their corportae and customer service office. My sales guy said he spoke with them along with the manager of the dealership NO RESOLVE.

  Business Response

  Date: 08/13/2022

  ******** ************************* (AHFC) is responding to a complaint received via the BBB from ***** Ghalieh.  On August 8, 2022, AHFC spoke with the customer and sent additional documents for the customer to fill out to continue the investigation.  The customer understood that the investigation could take 4-8 weeks and that an update would be provided once completed.

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17641970
  

  Unfortunatly I was never told about any investigation or any paperwork that was being mailed to me . I  have since retained an attorney to assist with the matter 
  

   

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

  Business Response

  Date: 09/05/2022

  ******** ************************* (AHFC) is responding to a rebuttal received via the BBB from *******************  On September 2, 2022, AHFC spoke with the customer, who then confirmed they received the document in question. At this point, AHFC considers this complaint to be closed.

• Initial Complaint

  Date:06/25/2022

  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.

  Company paid a property tax **** on a car they no longer owned (paid off lease in 2021) and I no longer have (turned in lease) and now are billing me for that tax ****. Found out how to correct the situation but it may take 4-6 months for the company to get their refund. If I don't pay them on their mistake they are going to damage my credit or take me to collections.

  Business Response

  Date: 07/11/2022

  ******** ************************* (AHFC) is responding to a complaint received via the BBB from *************************.  On July 5, 2022, AHFC sent a response letter addressing the customers concerns and explained what AHFC would to assist them.  At this point, AHFC considers this complaint to be closed.

  Customer Answer

  Date: 07/13/2022

   
  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

  Date:06/10/2022

  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.

  My Acura MDX 2019 lease matured in April 2022. After the lease maturity, I purchased the same vehicle from Acura Financial Services and notified them that I am buying out the current lease through my bank. AFS agreed and provided all the paperwork for the purchase which was processed for $ ********* via the check issued by my credit union - central federal credit union in the first week of April 2022. The next day AFS called me and told me that AFS would be mailing the title to the address provided by the lien (credit union) as soon as the check is cleared. Since then (1st week of May), I have been waiting for the title in the Mail. The vehicle needs to be re-registered as the current owner information is obsolete and I am not able to expedite it as the title has not been received yet. AFS keeps telling me that there is a significant delay in the regular **** mail which is the reason for the delay. There is no mail tracking information as it was mailed via regular mail. AFS has denied a duplicate title citing internal reasons. On the other hand AFS customer support keeps sending me notices to return the vehicle and also keep calling me daily without having knowledge of my purchase. I am attaching the lease buyout packet from my bank and one of the recent notices I received from AFS ******************* Appreciate if this can be resolved as I have to transfer the ownership of the vehicle and also clear local / state taxes ASAP.

  Business Response

  Date: 07/01/2022

  ******** ************************* (AHFC) is responding to a complaint received via the BBB from Hashmi Vaziruddin.  On June 30, 2022, AHFC sent a response letter to  the customer  to address their concerns and provides a time line to contact AHFC if needed.  At this point, AHFC considers this complaint to be closed.