Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On June 27, 2024, I take my vehicle in to check a problem I was having with my steering wheel locking up. March 2023 I had the same issue and this dealership supposed to have fixed the *** (so they say). I arrived at 8am for my 8:30 am appointment with *******. I was waiting in the waiting room for the outcome. 10:30 ish I approached ******* what is going on (people arrived after me is in and out). I was then told they are still checking my car, if not finished in 30 minutes Ill give you a loaner. I decided to walk around the building to stay awake ( this is my 2nd walk around). As I am walking around why do I see my car in the parking lot (please tell how are they are working on it). I go in to ******* and ask to speak to the manager. First I was told I can call him (mind you he is right there). They give me a loaner well Im sitting in one. ******* speaks to ****** who tell him to price the so called problem. Im told $3500. I refused to pay that. I go in and say just give me my car. ******* tells me ****** ask me to wait ***** min. I sit upfront to wait. Then Im approached by ******* that ****** wants me to sit in the back after 20 minutes waiting (now I am told where to sit? What?). I said just give me my car. He said I cant because ****** is going to take care of the bill. I said Ill pay it!! I want my car. I called my husband to say I am being held HOSTAGE!!! I walked back outside where my car was parked and now its in the shop. How was I told $3500? Why was my car in the shop after you told me the issue. At no time did the manager acknowledge me!!! ****** walked past me numerous of times and didnt say a word to me. 3 Acura cars I have never experienced such a rude manager and shady action getting my car fixed. I have sent thousands at this dealership when I moved to ** 2022. Who treats their customers like that!! ****** the manager needs not to be in that position to not even speak at customer request!! I will never refer anyone to this dealership!!!
Business response
07/11/2024
We spoke with the customer and we have agreed to speak again after I do an investigation., which will happen today 7/11/24.Initial Complaint
09/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The business ran the credit of my deceased wife I vontacted the General manager to advise him of what was going on and he thought it was the right thing to do was put the employee that did this violation on the phone I want to talk to the owner of the company *************************Business response
09/07/2023
We received a call from someone that was quite frantic. After listening to the caller it was very clear that this was a family issue within the caller's family and should be resolved as such. Which has nothing to do with our place of business.Initial Complaint
08/10/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I'm not sure where to start...after a great purchase experience on my 2023 MDX Type S, the first experience with the service department should alarm other buyers from this dealership. From their lack of communication, their inaccurate information, the 6 inch scratch they put on my car, the sap all over the car from the tree they parked it under, their false promises, and their lack of actually rectifying the paint defect on my 3 month old MDX. Then they refuse to give your their district managers contact info, but her name is *******************************, she isn't able to talk to the customers from the shops she covers. Now they've told me since she isn't able to have a conversation with me I need to contact Acura ************** I'll oblige and discuss the disaster of a experience I've had, as well as filing a BBB complaint, a complaint with the GA Attorney General, and reviews on various social media sites. It's unfortunate because my purchase experience with ***** was great. Buyer beware and stay away from the service department, ****** and ********* are nice guys but inapt to manage a luxury dealership service department.Business response
08/18/2023
We shared with the owner that we needed to look at the vehicle without the the film that he had installed. He refused to get the film removed.Customer response
08/18/2023
Complaint: 20451003
I am rejecting this response because: Ive asked to speak with the district manager and was refused. The car should have been inspected for quality and any paint defects before it was delivered to me. The paint film on the bumper doesnt need to be removed to determine what its going to cost to fix the paint defect. There is no way I as the consumer would have known there was a paint flaw prior to having the paint film applied which is meant to protect the paint. Any high end dealer should understand the paint film process. Not once has anyone at the dealership addressed all of their service failures, let alone the damage they caused to the vehicle while it was in their possession.Ive never dealt with a dealership that is so unwilling to help and even more unwilling to let you speak with them Acura management/leadership.
Sincerely,
*************************Business response
08/29/2023
This is the 3rd response that we have done on this concern.
We instructed the customer that the concern they have could possible be addressed however they would have to get the film removed that they had installed.
Customer response
08/29/2023
Complaint: 20451003
I am rejecting this response because:
The paint film was put on at the recommendation from your dealership and the referral info for this film shop was provided by your dealership. The film doesnt need removed to give a quote of what its going to cost to fix the paint defect and to determine how much you or Acura is going to compensate me to fix the paint defect on my new 2023 $75k Acura.It still amazes me that you have yet to even return phone calls regarding this issue, have refused to let me speak with Acura Management, still havent given clear feedback on the work you completed, have work on the order that wasnt actually completed (hoping you didnt bill Acura for that) and damaged my car in the process.
Sincerely,
*************************Business response
08/29/2023
To be clear:
The customer paid for and had the film installed
Acura has directed us that the film must be removed in order for them to determine is there is a warrantable item. Please let us know if you decide to remove the film so we can move forward.
Initial Complaint
10/14/2021
- Complaint Type:
- Order Issues
- Status:
- Resolved
December 2020 My wife and leased a 2021 RDX Aspec from Acura Carland. After a few days we noticed that when you connect a iPhone or Samsung phone the infotainment center the screen would freeze and make a loud metallic sound. We brought in the RDX to be serviced, but was told there wasn't anything wrong with the infotainment, but that there was a upcoming update in January 2021. Update came and went. The infotainment issues continued to happen. We were told by Acura Carlands service department that a fix was coming. In June of 2021. Are battery ran down several times for no reason. We researched the issue online and found out that models XXXX-XXXX were having the same infotainment issues as are 2021. We also found out that there was a current Class Action Law suit against Acura, but that it was only for the XXXX-XXXX. Acura Carland knowingly sold us this car knowing that there were ongoing problems with the previous years infotainment. To this date no one has contacted us with a fix.Business response
10/21/2021
Business Response /* (1000, 5, 2021/10/16) */ We are meeting with the customer to try to resolve all issues. We will update the cases after the meeting. Consumer Response /* (2000, 7, 2021/10/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) On October 20th 2021. I spoke with 3 Acura Carland Employee's that sincerely seem interested in resolving my car complaints. Sadly there is still no real fundamental remedy or solution to what's causing are RDX to have connectivity issues, when connected to Apple CarPlay. This car truly has a mind of its own. Correction not just are car. There are over 2 years of reddit threads of current and past owners complaining and having discussion about the same issues we are having. Not to mention a current class action law suit that involves the XXXX-XXXX manufacture date RDX's. Sadly we have the 2021. I was also told of a possible upcoming Patch or update to the current version 1.5.1 software. in addition I was ask to go a week without using Apple CarPlay. Guessing to validate if the issue is hardware or software induced. keeping in mind its almost been a year of ownership(payments).I'm grateful for Acura Carland current attempts to address this issue, but we still feel this dealership was dishonest initially when selling us this car. The Apple CarPlay issue was well known by the time we purchased this car.Initial Complaint
09/23/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
At the end of 2020 I purchased a brand new Acura MDX from Acura Carland in Duluth, GA. At the time of purchase I asked that blind spot sensors be installed which is an additional safety feature I purchased for over $850.00 at the time of purchase. Since I purchased the car the blind spot sensors have had issues. The sensors will work for a few weeks and then stop working. Since owning the car I have had the blind spot sensors replaced 3 separate times while the car is being serviced. This is usually a 24-48 hour process in which I need to take a loaner car and takes up a lot of my time and gas money. Each time the sensors are "fixed" a few weeks later the sensors stop working. I recently called Acurla Carland and emailed Mr. Hernandez the service manager twice and have not had any response at this point. I asked that either my money be returned for the defective equipment or that the sensor be installed and fixed one final time correctly so the sensors work and do not stop working.Business response
10/21/2021
Business Response /* (1000, 11, 2021/10/12) */ We have set up meeting with the customer and the vendor for Friday 10/15/21 to repair or refund the money. Thank you
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
5 total complaints in the last 3 years.
3 complaints closed in the last 12 months.