Complaints

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Earlier this year the rear glass imploded in my Acura RDX. This is a known issue. When I dropped it off, the dealership employees originally looked at me like I was a fool for complaining about this and asking for them to cover it (despite publicly available information about the known issue). To their credit, they did take pictures and contact Acura. That's where the trouble starts: They did a TERRIBLE job servicing my vehicle. There is STILL glass rattling around in the rear door. They scratched my car in multiple places. They didn't replace the rear hatch light. They lost the round protective dust cap on the rear windshield.. and totally ignored my repeated requests to get the issue fixed. To top it off... despite the not-so-great experience early on, I agreed to let them perform a service on my vehicle (oil change, filter change, and transmission fluid exchange). After not actually booking my appointment - despite a call wherein we confirmed all details - they did take my car on the appointed day and time. Around 8 hours later they gave my car back to me and told me they couldn't complete the service because they didn't have the fluids needed. Then they charged me an asinine amount (over twice that of my usual dealer) for a basic oil change and tire rotation.

  

  Business response

  05/29/2023

  BBB,

  When ************ called us in a panic that his rear window had suddenly shattered, we took immediate action and had him bring the vehicle in to us. We, as a company policy, can't approve any kind of warranty before inspecting the vehicle. We had no idea what happened to the glass. After inspection and discussing we found the tech bulleting about this concern. We had to contact ******** ***** to request warranty. ******** ***** approved. We do not perform this specialized service here and had to sublet out to Ultimate glass company. An ******** ***** preferred vender. They performed the service, no Acura of Athens. when ************ called we booked an appointment for ** to clean up the glass and order the rear wiper cover that was left off by Ultimate glass. We did perform the service and unfortunately, at the time, the special automatic transmission fluid this vehicle requires was on a 'national backorder' from ******** *****. We finished the other service (full synthetic oil and filter change service, tire rotation, brake inspection, complete multi point safety inspection, completed exterior wash and interior vacuum. The price is competitive with other luxury Acura dealers. We do apologize for any inconvenience and miscommunication this matter has caused ************. We will also process a refund for his service. This may take up to 2 weeks to complete. We value our customer's business and take every transaction serious. Our staff is factory trained and our employees work very hard to make every customer feel like family. Unfortunately, at times these things happen and by no means is it meant to cause any undo stress or mental anguish to our customers. Again, we sincerely apologize for any issue and will continue to train to ensure our continuing processes are carried out to serve our customer at the level they expect.     

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed a deposit for a vehicle at Volvo Cars Athens in Athens Georgia. Afterwards, I found out that the dealership had fabricated a story to pressure the deposit. Two dealer employees admitted to the fabrication. Once I become aware of the dishonest practice, I requested my deposit back. I was informed that the General Manager would contact me. After several attempts, including leaving voicemails for management, they have ignored my calls and have not attempted to reach out or provide a refund for the deposit. I should also note, the dealership never provided any terms for the deposit, such as it not being refundable. Based on their dishonest practice and actively ignoring my attempts for a resolution, I believe intervention by a third party is needed. I should also note, that a dispute has been filed with my credit card provider.

  

  Business response

  01/19/2023

  My apologies for the delay I have been out of the office. I am not aware of any fabrication stories. I Have spoken to the two sales associates who worked with *******************

  We received the down payment from ****************** on December 19, 2022 and took the car off the market for sale, agreeing that he would pick up the car as soon as he could arrange flights. 

  I was told that due to the holiday he would pick it up on or around Jan 5. 

  ****************** then found a different car and wanted us to lower our price after agreeing to the purchase price. He decided he was not going to purchase the car. The down payments are non refundable when the car is taken of the market for sale. This is store policy And is relayed to the client.

   

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

   

  Customer response

  01/19/2023

   
  Complaint: 18708982
  
  I am rejecting this response because:

  1. The general sales manager and a sales associate both admitted to me on the phone that the story about the vehicle going to auction was not true. At this point they are changing their story. 

  2. I was never informed the deposit was not refundable

  3. I tried to resolve this dispute on several occasions and left voicemails. No attempt was made to reach me at any point, despite the front desk informing me that ***** was in the office when I called. 

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

  

  Business response

  01/24/2023

  I have met with the *** and both salespeople involved. I have reviewed the phone calls and text stream of both sales associates.

  There was no fabrication or dishonest practice. 

  The client changed their mind and that does not warrant a refund when we missed other opportunities by holding the car for him.

   

   

*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. ↩