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:08/12/2024

  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.

  Date of Transaction: 07/05/2024; Location - At the Dealership. 1. The sales representative informed us that the 2020 Acura was a Certified Pre-Owned Vehicle (CPO) with an inspection. In order for a vehicle to be CPO, the inspection results must be disclosed, explained, and signed. My wife and I did NOT receive or sign any documentation to this effect.2. We later found through Acura website that Acura Certified Technician must conduct an 182-Point Inspection for any CPO Vehicles and was supposed to present it to us and ask us to sign. We did not know when we were at the dealership, and the dealership did not explain it to us, either.3. The sales representative and sales manager both advised that purchasing a CPO vehicle would make us eligible for a .09% interest rate on the financing. 4. We were charged an additional $2,895.00 for the 2020 Acura, citing that it was CPO.5. The sales representative offered a 3-year/100,000-mile bumper-to-bumper warranty to be included with the purchase of the 2020 Acura as it was a CPO vehicle. No specific document was not included in the sales contract and receipts. There was no mention of it in any documents we received, either.6. The sales representative offered a free 5-year maintenance service contract with the purchase of the 2020 Acura. However, the financial officer charged us $1,674.42 for this service contract. When we requested a refund, the officer indicated that the refund would be sent to ************** Finance, rather than to us.As we don't have a clear understanding of the car we purchased without proper info as CPO, we want to terminate the purchase agreement for the 2020 Acura and the McGrath Acura of Downtown Chicago provides us with a full refund of all amounts paid under that purchase agreement. The dealership should pick up the 2020 Acura at our residence in ************, **, or have the Acura shipped back to the dealership, at no cost to us.

  

  Business Response

  Date: 08/14/2024

  Mr. ***************** and **** *************************;purchased the car Certified Pre-Owned and were given a copy of the checklist. I attached a copy of the certification checklist. Unfortunately, it was not signed by them, but it does not have to be in order for us to certify the car, so I also attached a screenshot from Acura's system showing that the car is indeed certified as promised. They can also verify it independently by going to a local dealership.
  
  The certification did qualify them for special financing, which they took advantage of, but it was 1.99%, not 0.9%, and it was clearly disclosed on the sales contract that they signed with Acura Financial Services.
  
  As far as the maintenance package goes, Acura certified cars come with 2 years of maintenance. Our finance department upgraded it to 5 years at ************** request, however when ********** had a change of heart and decided to cancel it, we processed the cancellation request, but it normally takes 8 to 10 weeks for the cancellation to be reflected on the loan payoff as we have to process the cancellation with the warranty company and then forward a refund check to the lienholder.
  
  I think that **** fail to understand that the refund cannot be mailed to them directly. 
  
  Lastly, ********** expected the title to the car 14 days after purchasing the car, it takes anywhere from 4 to 10 weeks for the paperwork and title on out of state transactions to be processed, and that's why we issue temporary drive away registration sticker good for 90 days. 
  
  They also claim that no one from the dealership contacted them. I tried calling them a few times myself and left messages with my contact information.

  ********** obtained services of an attorney to help him resolve the matter so I am no longer at liberty to deal with him directly as our company policy requires that all legal matters be handled by our legal department.

  If you have any further questions regarding this matter you can reach me directly at **************

  Thank you,

  *********************/General Manager of McGrath Acura of Downtown Chicago

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22111647
  
  I am rejecting this response because:

  First, McGrath Acura of Downtown Chicago is required, per Acuras certification form (see the bottom section titled "Client Acknowledgment (Signature Required)"), to have my wife and me sign and acknowledge the certification and inspection at the time of sale. This absolutely did not happen. The dealership failed to present this form to us at the time of purchase and did not send it to us by mail. We first saw this document only after the dealership responded to our complaint via the Better Business Bureau (BBB), who then forwarded the checklist to us as part of their response. Notably, the inspection checklist was signed by ***************** (***************************) on July 10, 2024, despite the fact that we purchased the vehicle on July 5 and brought it to our home in ************, **, on the same day.

  Second, they are required to report the delivery within 48 hours to ****** This requirement was blatantly ignored, as they signed and reported it five days after we took delivery.

  Third, as buyers, my wife and I feel very uncertain about the condition of the car. The inspection results even verified by ********************* after the purchase cannot be trusted.

  To conclude, my wife and I have felt that the purchase may have been conducted fraudulently by the dealership. Furthermore, the dealership lied to the BBB by claiming that they had provided the checklist to us at the time of purchase. In reality, the inspection checklist wasnt prepared at the time of purchase (that's why there are no signatures, although they were required) but was instead prepared five days later. 

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

  

  Business Response

  Date: 08/21/2024

  We put every vehicle through the *** inspection, and if it passes the 182 point inspection we offer to certify the car at the point of sale so that the customer could elect if the wants to incur the extra expense. We explained what the inspection entailed and the benefits of certifying the car to  *** and *********** and they chose to buy the car Acura certified. We normally activate the certified warranty withing 2 business days, however ********** purchased the car on Saturday so it took a couple extra days for our service manager to process the paperwork and sign off on it. 

  The car is Acura certified and ********** can verify it independently with his local Acura dealership. We have fulfilled our obligation to certify the car and it seems that ********** is having a buyer's remorse and trying to get out of the purchase on a technicality. He also had his attorney contact us so we had no choice but to refer this matter to our legal team that will handle this case going forward.

  The car was certified as promised, so our obligation to ********** was fulfilled. 

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22111647
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 08/30/2024

  We already refunded money for the maintenance package and ********** should see it reflected on his next loan statement. We apologize for any misunderstandings and will be happy to upgrade the 2 years maintenance package that comes with Acura CPO cars to a 5 year plan. 

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22111647
  
  I am rejecting this response because:

  The dealership refunded an amount that should never have been charged in the first place. The General Manager initially offered a complimentary 5-year maintenance service package contingent upon the purchase of two vehicles. Since we did, in fact, purchase two vehicles, this package should have been provided at no additional cost. Now, he is attempting to "upgrade" the 2-year maintenance package to a 5-year plansomething that was already agreed upon at the time of purchase. The General Manager was obligated to refund the money and honor the original commitment of the 5-year maintenance package. This attempt to modify the terms raises serious concerns about the dealership's integrity, and we are left questioning his intentions. Additionally, we were never informed that the Acura MDX 2020 came with a 2-year service package during our purchase.
  
  More concerning, however, is the General Manager's attempt to disguise blatant fraud as a "misunderstanding." This was not a misunderstanding; it was intentional deception. The dealership sold us a non-Certified Pre-Owned (CPO) vehicle under the false representation that it was a CPO, only certifying it five days after the sale. At the time of purchase, no 182-point inspection report was presented, explained, or signed by us. Furthermore, no formal documentation verifying the vehicle's CPO status was provided.
  
  If we were mistaken in any aspect of our previous claims, it was the dealership's responsibility to provide the correct documentation. Our discussions with other Acura/Honda dealerships have all confirmed that for CPO vehicles, the 182-point inspection results must be presented, explained, and signed by the customer. The *********************** inspection form includes a "Client Acknowledgment" section, which requires the customers signature, affirming that "all applicable items checked above (A through I) have been reviewed with and provided to me by the dealership at the time of vehicle delivery." In this case, not a single item from "A" through "I" was checked on the form, which clearly demonstrates fraudulent activity.  Notably, the very first item (A) asks about the "Vehicle Inspection Checklist," yet there was no indication of "Yes," "No," or "N/A." In his response via the BBB, the General Manager claimed that he provided us with the checklist, which is, once again, an outright lie.
  
  This type of unethical business conduct and deception cannot go unchallenged. It is imperative that such practices be condemned and that potential buyers considering this dealership should be warned. The dealership's actions represent a serious breach of trust and legal obligations, and we will take all necessary steps to ensure accountability and transparency in this matter.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/07/2024

  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 purchased my 2016 Chevrolet Malibu ** at McGrath Acura downtown Chicago on 5/4/24. On the day of the purchase, after test driving the car with the sales rep ********** I mentioned that there was a clunk noise coming from the rear .********* stated that he would have the mechanic services to put the car on the machine to look at and assured me that if there was an issue it would be fixed if I purchased the car. So, I started the paperwork process. They brought the car back and offered me to test drive with *** (the used car manager at the dealership). My brother and *** drove the car down the street and when they got back my brother stated the noise was still there, but *** was saying he didnt hear anything. At this point I already started with running my credit and paperwork. I told *** and *********; I will take it to the mechanic so they can tell me what the problem is and bring it back if there is a problem to be fixed. **** comes out and tells me that the brakes are fine and the mechanic doesn't see a reason for brakes to be changed. So I asked **** if I have to deal with the squeaking sound and he said YES because the mechanic took a look and the brakes were fine.**** begins to tell me that they took a look at the theft system and it was a lot of codes that popped up that may be triggering the theft system. He goes on to say that I have to take the vehicle directly to Chevrolet. I reached out to Chevrolet and was told I have to pay $400-500 just to get a diagnostic to see what's the problem and what needs to be fixed and then submit a claim to warranty to see If it would be covered. I have to come out of my pocket hundreds of dollars just to see what needs to be fixed, left without a car while being held at Chevrolet on top of not knowing If warranty will cover the expenses. I only had the car for two months and this has been the worst experience. I would like for my theft system and brakes to be fixed. ( This was cut short due to not enough space).  

  

  Business Response

  Date: 08/16/2024

  The client purchased the 2016 Chevrolet Malibu from McGrath Acura on 05/04/2024. The client visited our service department on 05/07/2024 with a noise concern, parts were then ordered for the repair. Client returned on 05/23/2024 for installation. After a couple test drives with the client on 06/04/2024 the noise had returned, a separate repair was performed on 07/25/2024 were the client came in and test drove the vehicle before picking up, and stated everything was good on the vehicle, and no further repairs were made.

  Customer returned on July 31 complaining about breaks and theft system. We inspected the breaking system and no issues were found. We are not a Chevrolet dealership so we do not have diagnostic tools to work on the anti-theft system. Please keep in mind that this was a 2016 car with no factory warranty left so the car was sold "as is and shown".

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22109547
  
  I am rejecting this response because my issue with the car is not resolved. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/22/2024

  Unfortunately the car was sold "as is and shown", as previously explained. We will be more than happy to extend a 20% discount on a break job to *****************, however we are not a Chevrolet dealership so we will not be able to help her with the alarm/key fob issue.

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22109547
  
  I am rejecting this response because:I was told by *** (the used car manager) that any issues will be covered under the 3 year warranty so Why am I being offered 20% for brakes? As far as the theft system I understand that the dealership is not Chevrolet but this is the dealership I purchased the car from that insured me that if I have any issues within the warranty frame I will be covered. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/06/2024

  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.

  On 9/2/23 I purchased a used 2019 Infinti Qx50 (***,Essential) with less than ****** miles from Mcgrath Acura of Downtown Chicago. A few months after my purchase I began to hear a knocking sound coming from the rear of the vehicle and took it to Infiniti of Clarendon for inspection. At Infiniti they informed me that the rear differential was completely damaged and needed to be repaired. Upon inspection of the vehicle they determined that the result of the damage was because the rear left tire was a different size and brand from the other 3 tires. Since the vehicle is all wheel drive, all 3 of the tires need to be the same exact size and brand. When the tires are different size this causes issues with the powertrain for multiple reasons. The tires being the same size is important for *** vehicles as this ensures that the *** system won't experience unbalanced wear and that there's balanced traction at all four corners. Selling someone an *** vehicle without disclosing that the tires are different brands/sizes is predatory as no one would purchase the vehicle knowign this. The saleswoman, ***** did not disclose that the tires were a different size when she sold me the car. I have tried to contact Acura of Mcgrath to get an explanation for how an *** vehicle would be sold to a customer without empasizing that the tires were different. But, everytime I call I am directed to the next person and told that I will get a call back later and never do.

• Initial Complaint

  Date:02/09/2023

  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.

  January 16, 2023 I purchased brand new acura integra. After a back and forth on inflated McGrath advantage program fee ********* we agreed and removed some for those fees- that was said to offer car wash at dealership, shuttle and oil change program. However, all that comes standard with a new car purchase from Acura anyway ( maybe except car wash which is broken). Anyway, today is February 9, 2023 and the ****** has not been paid from my trade in of the 2016 Lexus GS 350 which is currently on their website. All I want is the ****** original agreed on to be paid to USAA asap. I say ****** because they change numbers around and have u sign different forms. I do have the original bill of sale which shows a trade in of ******. I have no proof or evidence, however I have read reviews on the same issues over and over for the last 10 yrs. Especially paying off trade in vehicles 2-6 months later. I'm protecting my investment by reporting this because interest is being added on a daily basis. The payoff was only for Jan 30, 2023. I need proof and evidence that ****** was sent and recieved/and funds cleared by *********.

  

  Business Response

  Date: 02/17/2023

  ********************** is correct in stating that the trade allowance of his 2016 Lexus GS 350 was $16,500.00, although the payoff through USAA was $15,700.00.  This is stated clearly on the bill of sale that the customer signed.  Dealership staff verified the payoff with USAA at the time of purchase.  The $15,700.00 payoff check was sent to USAA and the customers account was closed shortly after the funds were received.  A few weeks after the purchase ********************** called stating he believed that the payoff amount set up in the deal should have been the same as the trade allowance of $16,500.00, as he wanted to receive a check back for $800.00 from his lender once the payoff was made.  Intentionally inflating the payoff of a trade-in for the purpose of taking cash out of the new loan is prohibited in the dealer agreements that we have with our lenders.  We were not aware of the customers intentions to take cash out of their new loan until a few weeks after the purchase, although we would not have agreed to go against the dealer agreements that we have with our lenders even if we were aware of the request the day they bought the vehicle.

   

  McGrath Management Team 

  Customer Answer

  Date: 02/20/2023

   
  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

  Date:01/07/2023

  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.

  I went to this dealer to get a price quote on brake pad replacement. They kept trying to encourage me to get my pads and rotors replaced despite my car not needing them. I specifically said I didnt want rotors. Just pads. Yet they still did a parts quote of $7600 on pads and rotors BEFORE labor. I told them I had already got my rotors checked from another Acura when I lived in GA. Then they came back to me and told me I had to get my rotors replaced on a 2017 car with ****** miles before I could get my pads replaced. As a former automotive technician and someone whos advised automotive executives, its absolute nonsense to try to push a customer on work they dont need. Its unfair business practices and I could only imagine what they do to less informed customers. They told me they would not do my needed brake job unless I signed on for the more expensive rotor and pad change. I would never go back to this place as its unethical business practices.

  

  Business Response

  Date: 01/10/2023

  McGrath's service management team has since contacted ************** and has cleared up any confusion related to his potential service requests and has decided that he will ultimately be returning to have the work completed with us.
  
  Thank you
  
  McGrath Acura of Downtown Chicago 

• Initial Complaint

  Date:11/10/2022

  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.

  I am reaching out with with a service concern regarding my 2017 Acura TLX, which is still under warranty. My dealership is McGrath Acura Chicago.I took my car to the emissions testing site on 7/30/22 and it was rejected due to several monitors reading not ready. A couple days later 8/1/22, I brought the car into the dealership, where the mechanic told me that I needed to drive the car more and that I should take it for a road trip. For context, I drive my car daily generally around the city, not always on the freeway. That week I put approx 100 miles on the car and returned to the testing site 8/6/22, where it was rejected again. I then put another 300 miles on the car and returned for a third time 8/13/22, which also resulted in a rejection. On 8/15/22 I returned to the dealership, they ended up keeping it for 6 weeks. During this time they told me that they were driving the car and doing some testing. It became increasingly difficult to get an update. They told me that they were escalating the problem, the director would call me, which never happened. I finally managed to get the manager and he explained to me that nothing was wrong with the car but they were still unable to clear all the monitors. He had no solution of how to get the car successfully through the emissions test except to continue to drive and see what happens. I agreed to pick up the the car on 9/29/22. No one from the service department was there to discuss with me and they left the car with barely enough gas to make it to the gas station. On 10/3 I reached out to ************************ and he was able to diagnose the issue immediately. He fixed the car and even offered to drive it to the emissions testing site for me, all in one day. I wasted so much time and ended up paying for something that should have been fixed by the service department at the dealership and covered by my warranty. I would like to be refunded for the amount that I paid to fix the problem, $475.

  

  Business Response

  Date: 11/15/2022

  McGrath's service management team has contacted **************** and the issue has been resolved.

  Thanks 

  Customer Answer

  Date: 11/16/2022

   
  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:10/17/2022

  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.

  McGrath *** for $65k. I asked them if I could get services from any McGrath dealership, because they were 2 hours away from my home; this is before I purchased the vehicle and I was told yes. When it was time to get my free oil change. I went to McGrath Acura and they gave me the hardest time. I was told that it would be better to go to McGrath *** because they were unfamiliar with *** and may not have what I needed for an oil change. I called McGrath *** and told them what I was told. McGrath *** called and I was able to get the oil change from McGrath Acura. Approximately 7 months later, I catch a flat in 1 tire and 2 bubbles in 2 separate tires. Needing 3 tires for my car. Thankfully, I had purchased the tire and rim protection plan. I called and spoke with a service rep and told them my problem. I was told to come in. Once I got there, I was told that they didnt have my tires and that they would have them in by the next day. I requested a loaner, since I couldnt safely move my vehicle without the chance of getting stranded with 3 flat tires. I was denied a rental, saying that the rentals were pre reserved for customers who needed to be serviced for 3 or more hours. fortunately they gave me a Lyft home. A one day wait, turned into 3 days. For 3 days, I requested a loaner vehicle and was denied. So I had to pay for a rental. When I finally received my vehicle, I was charged an additional $189. I was then asked if I wanted to pay an additional $150 for a tire rotation. I asked if I would get some kind of discount for the inconvenience and the service director ******************************* told me no. He stated that all the dealerships were owned by different brothers and every McGrath was a separate entity, depending on who owned what. At this point I refused to spend another dime with the McGrath brand, and I told the service rep this. Once I paid and picked up my car, I proceeded to leave, when my 6 year old son noticed the black rim hanging in the back seat, as well as the

  

  Business Response

  Date: 10/25/2022

  ******************** arrived at McGrath Acura of Chicago's service department at approximately 5pm on 10/11/22. At that time of her visit, ******************** had 2 sidewall bubbles and a flat tire on another tire of her Kia ******* (3 total tires damaged) one of them was already on a spare tire when it arrived. ******************** had requested that we replace her damaged tires using her tire warranty service contract. At this time our service manager assisting ******************** informed her that this would be fine and we would be happy to assist with her requested service. McGrath's service manager than went on to inform the customer that the specific tires needed to complete the repair would need to be specially ordered since the vehicle rides on different tire sizes than that which is carried in stock at our  Acura **********. Further, ******************** was informed that the tire order may take 2/3 days to receive as it was late in the day and the order would be processed the following day 10/12/22. She requested a loaner and at the time unfortunately we did not have one available due to her unexpected visit. At this point our service manager offered her a Lyft ride home in order to accommodate the best we could for our customer at that time at no cost to ********************. Starting from this night forward ******************** called our service department every day asking if her car was done and why it was taking so long, regardless of the fact that it was explained that it would take a few days just to receive the parts ordered on her behalf. Our service team had also went on to explain that parts delays are unfortunate yet a common occurrence that most if not all auto dealers happen to be contending with every day due to industry wide supply chain constraints.
  
  Additionally, ************************ tire service contract stated that the policy covered up to $250 per tire needing replacement under the policy coverage. With that said, ******************** was left with a difference owed to us of $303 after her policy reimbursements had been applied. At this point, our service manager went even further to assist our customer by absorbing some of her additional costs still owed by further reducing the labor cost to install each tire thus reducing ************************ balance at that time to only a balance of $185 instead of the original $303 balance which was initially owed. Above & beyond the installation of the tires ordered, our service team had also recommended a 4 wheel alignment be performed for the cost of $169 in order to ensure that the new tires installed would wear evenly. ******************** had declined this recommendation.
  
  We received the tires ******************** had requested be ordered and completed the agreed upon repairs on 10/14/22 as initially explained & expected and she picked up the vehicle at approximately 5:20PM that same evening.
  
  After the vehicle was delivered back to ******************** and the repair had been performed she then returned and stated that we had damaged items/trim in her back seat. We then informed ******************** that nobody other than the technician had entered her vehicle during its time with us for the tire repair. Then on Monday 10/17/22, ******************** called in complaining of her back up camera not working correctly to which our service manager had advised her the vehicle repair would not have any effect on this area of the vehicle but is still under the factory warranty and can be taken to any Kia ********** for further inspection if she wished to do so. Ms. *************;seemed not to like this advice and said she is going to slander us all over social media and write bad reviews and hung up on our service manager.
  
  McGrath Acura Chicago and its service team had assisted in every way we could as a non-KIA ********** in order to assist ******************** with her unfortunate situation to the best of our abilities.

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18234840
  
  I am rejecting this response because:
  

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

  You don't often get email from *****************.Learn why this is important

  Complaint has not been resolved.  They have yet to talk to me in regards to my complaint

  
  

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

  

  Business Response

  Date: 11/15/2022

  McGrath Acura's service and management team feels we have done everything we could to assist & accommodate a McGrath group customer who originally purchased her vehicle from our partner Kia ********** to the absolute best of our abilities.  

  At this time we defer to our initial response.

  Thank you.

  McGrath Acura Management Team 

• Initial Complaint

  Date:05/31/2022

  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 traded my 2018 Acura RDX for a 2022 RDX to McGrath Acura of Chicago on April 25, 2022. AFTER 30 days I was constantly following up to them about paying off my vehicle cause of getting calls from Acura Financial saying my payment was late. I spoke with ********************** and **** constantly but to no avail. Finally on the 28th of May **** informed me that the office forgot to pay off my car. **** emailed me a tracking number on Friday the 28th that said a label had been created. Mind you after the 30th my credit report would have reflected a 30 days late. To avoid a late update to my credit report I made an online payment for a car traded last month. I spoke with Acura financial today May 31 and they said they have not received it and if it comes in today it would be in a lock box and not processed today. I'm on a fixed income and could not afford to make a payment on a car I traded plus the payment that was due for the new car I purchased. This whole experience has cause me so much anxiety and stress. I've called several times but can't get a manager. So as of today Acura Financial still has not received my payoff.

  

  Business Response

  Date: 05/31/2022

  Dear BBB, 
  This complaint belongs to McGrath Acura of Chicago- the address listed above is ******************, which is not affiliated with the Chicago store. 
  Thank you 

  Customer Answer

  Date: 06/02/2022

   
  Complaint: 17295988
  
  I am rejecting this response because:it's the wrong McGrath Acura dealer. The one I clicked on was for McGrath Acura downtown Chicago 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/14/2022

  McGrath Acura of Downtown Chicago has made full payoff and reimbursed ******************** for any payment made in addition to her original payoff as contracted initially. We do apologize for any inconvenience or stress this may have caused as we certainly value ************************ loyalty to the Acura brand and McGrath Acura of Downtown Chicago. If there is anything further our customer may need to confirm closure and resolution to this issue we are happy to assist. 

  McGrath Acura of Downtown Chicago Management Team