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:05/08/2024

  Type:Customer Service 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.

  My husband and I have been trying to get a hold of someone in the finance departments since April 29th, 2024. We have left multiple messages with the secretary, sent multiple emails (see attached PDF of some of them) and Sutton Acura refuses to respond to us in any form or fashion. When we did finally get a hold of someone, he asked us to email our request to his personal email address, which we did. We still have not had any response. The reason we traded in our Acura is because this dealership has a terrible service department and overall unprofessional customer service. We live ** minutes away from this dealership and need someone in the finance department to confirm receipt of our emailed submission as soon as possible so we can have our warranty refund processed immediately. Their lack of processing this request is illegal.

  

  Business Response

  Date: 07/03/2024

  The issue Has been resolved with the client.

  My very best to you, Steve *. E*** 

                   (Business Manager Sutton Acura)

  Customer Answer

  Date: 07/03/2024

  
  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:06/02/2023

  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’m writing this letter to complain about the horrible service that I’ve been receiving from the service center at Sutton *****. I purchased this vehicle on ******** *** **** with with a Certified Warranty. When I test drove the car it was shaking when driving and braking, My salesperson told me I had to purchase the car for it to get fixed. Foolishly I did so, and I’ve had nothing but problems with it since, I’ve been back and forth to this dealership several times for this same problem with unsuccessful results. The most recent and worse encounter was on today *** ***2023 when I went in to have my car serviced and spoke with the service manager Earl S******. The way that he spoke to me and treated me left me shocked and disappointed. I had scheduled an appointment 2 weeks prior with the receptionist to come in on that date and have my car serviced yet again. A loaner was ready for me, but Earl says to me that “he would've never given me a loaner on a 3-day weekend”. He then proceeds to tell me to not leave until he gets there, I asked him why I had to wait for him if the young lady already had everything ready for me. I told him that I had to go to work and was unable to wait for him… He then tells me “To get in my own car leave and go to work” I asked him, so you're not going to fix my car that is under warranty as promised by you would be fixed?" And he said no, go ahead and leave but not in his loaner. That was unprofessional and disrespectful. I feltt very discriminated against as well. I emailed the store manager the same day about my problem and experience and he never responded. I'm still driving around in an unsafe car that shakes when I drive and break. While I want my car fixed properly as I was promised. I no longer want this vehicle because I don't want to have to deal with the rude people that work there. I would love sell this vehicle back to them at that price the car is valued at.

  

  Business Response

  Date: 06/23/2023

  On behalf of Sutton *****, we are truly sorry that Mrs. ***** is not happy with the level of service she has received regarding her complaints. Here is a brief over view and timeline of what we have done to service her vehicle over the course of ownership.
  Customer made a service appointment with my service receptionist after she was told to call me (Earl S****** Service Director) back to schedule her appointment.   After having work done at another repair shop. When asked what exactly was the complaint with her vehicle, we were told that she was no longer telling us what was going on with her car that she was not spending a dime here and we could figure it out. I told her she would not be given a loaner vehicle until we diagnosed her car.  Customer then began to raise her voice and not let me get a word in so I told her she can wait and speak with me when I got to the office, which was going to take 20 minutes or so. She proceeded to tell me what I was going to do and that she was late for work. I told the customer that we where not going to be looking at the car today and she could take her car and get to work if she could not wait to have it diagnosed or duplicated before she left in our loaner.
  
  Purchase miles 28,888
  
  ********** resurfaced rotors approximately 846 miles after purchase  (Miles 29,734)
  
  ********* vehicle came in complaining of vibration and we could not duplicate the concern. (Miles 33,138)
  
  ********* vehicle came in with a vibration when applying brakes. Resurfaced front and rear rotors. (Miles 33,431)
  
  ********* vehicle came in for its complimentary first free service. Completed service and found nail in the rear tire that was replaced. (Miles 34,485)
  
  ********* vehicle came in for a vibration in the steering wheel we could not duplicate but we road forced balanced all the tires. (Miles 35,989)
  
  ********** vehicle came in for a vibration from front end. We could not duplicate vibration but did hear a faint brake noise when applying the brakes. Replaced the front brake rotors at no charge to the customer under a one time ***** Goodwill. (Miles 40,094)
  

  ********** Vehicle came in complaint of vibration when driving found both front wheels to be bent we replaced both front wheel and tires at. (miles 41,727)
  
  ********* vehicle came in for oil change and vibration concern. The shop foreman (***** Certified Master Tech) combed over the entire vehicle and found no issue and everything was working as designed. (Miles 42,619)
  
  ********* vehicle came in for oil change no complaint of a vibration and was advised they would need rear brakes soon. (Miles 49,995)
  
  ********* vehicle came in for no start, vibration between 50-70mph: we found that the engine battery was bad and customer replaced. Also, we could not duplicate vibration. Was recommended Front Brakes, Alignment, Brake Fluid Flush, Cabin Filter, and Air Filter. Customer declined recommendations (Miles 54,175)
  
  ********* vehicle came in for an oil change service, Pulsation when braking, and Vibration at highway speeds. We determined that the front tires all had edge wear and where cupping and recommended to replace to rid vibration concern. Front brakes where brand new and installed somewhere else. (miles 58,190) Vehicle was working as designed and with in the specs of a ***** ***
  
  Last time the vehicle was here on ********* vehicle was safe to drive with no safety issues. 
  
  Customer then went to another repair facility and had tires and brakes replaced. Since....... she is still has a vibration complaint after another facility worked on the vehicle.  

  Customer Answer

  Date: 06/23/2023

  
  Complaint: ********
  
  I am rejecting this response because:I had previously spoken and talked to Earl who told me to bring the car in to be diagnosed. I had already told him what the car was doing. How can a customer diagnose a car? No where in the response is stated where they were going to right their wrong. Yes, I did purchase new tires and that is because that is what he I said I needed. After new tires were purchased the car continued shake. Fact of the matter is is that I've been having this same problem since BEFORE I even purchased the car. The service records that he attached proves that. Sutton Acura is not fixing the real problem with this car. 
  
  Sincerely,
  
  ******* *****