ComplaintsforMcGrath Acura of Libertyville

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A second key remote was not supplied with the Acura Precision Certified 2023 Acura MDX that is due as per the 182-Point Inspection Checklist #7 - "Key Remotes (unlock, lock and panic buttons)" that was checked 'yes' by McGrath Acura of Libertyville. Plural here implies at least two key remotes.

  

  Business response

  01/14/2024

  Dear BBB, Ive been notified by my management staff that they have spoken to the customer and shipped him a new fob. Customer lives out of state and will handle the programming of the key fob on his own. 
  Thank you!

  Customer response

  01/19/2024

   
  Complaint: 21112443
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business response

  01/20/2024

  Dear BBB, 

  The customer response does not include an explanation.  
  

  thank you 

• Initial Complaint

  07/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Attempted to purchase car priced at $10490. Had around $1500 to put down. After they ran credit at 621 was told that they wanted **** down and we only had 2 offers the better one they hid at first. They offered the one with a acquisition fee that added $2200 and a 29% interest rate. Didnt offer us the one without the fee because it meant we needed to bring in check stubs. I would have much rather did that. But the icing on the cake was when the finance guy said it would be $390 a month for 66 months with the down payment. Thats over $25,000!!!! Make it make since. Im frustrated that credit was ran (11 HITS) for that horrible scam. My friend is a first time car buy, but this aint my first rodeo. I regret telling him to try McGrath.

  

  Business response

  07/05/2023

  Dear BBB, 

  Our General Manager, *************************, spoke to ********************** over the phone this week.  **** explained that as a first time buyer with little credit history purchasing an older vehicle with higher mileage yields a high interest rate.  **** walked him through his options of lowering the rate which include shopping around for another rate, larger down payment or having a co-signer for the loan.  They also discussed the credit hits - a portion of those were from another dealership that ********************** visited. 

  Thank you, 

  McGrath Acura of Libertyville 

  Customer response

  07/07/2023

   
  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

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Jun 22, 2023 purchased a 2011 Cadillac SRX at McGrath Acura in Libertyville,IL I Purchased my vehicle for $8,990.00 McGrath Acura committed to fix the *** sensor. The nature of my dispute is that they do not want to fix the Under-carriage shield. They broke it off my vehicle and put it half together with zip-ties. The shield could have been screwed in and out. I called the dealership about fixing the issue due to them breaking it without my consent and when I purchased the vehicle it was intact. McGrath Acura refuses to fix the engine shield on my SRX that was vandalized by their service staff. 'Do to others as you would like done to you" -Luke:31 Simple life rule and they told me they cant pay $1,000.00 to fix a part that was vandalized by their service department. I'm not asking for McGrath Acura to do a work for "free" that was already there when bought. All I am asking for them is to fix what they broke. Simple.Problem has not been resolved.

  

  Business response

  06/30/2023

  Dear BBB, 

  *******************, our service manager, has been in contact with the customer and will correct this issue. He and the customer are making arrangements to get the car back in for the repair. 

  Thank you! 

  Customer response

  07/12/2023

   
  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

  05/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is with reference to vehicle, Acura MDX with VIN #: ***************** I purchased on 05/06/2023 from McGrath Acura of Libertyville and our visit (my wife ****************************** to the dealership on 05/08/2023 at **** PM CST requesting immediate cancellation of additional vehicle coverage plans covered under contract #s: ************************, ************************* and adjustment of that refund amount against total loan amount and pre-pay to the financial institution, ******** ***** Finance. Based on our conversation on 05/08/23, ************************, Finance Manager has agreed to initiate necessary steps for cancellation of above contracts effective 05/09/23 and send cancellation documentation for our signatures via email. He has also agreed to provide a fresh copy of the Bill of Sale reflecting the adjustment of balance due amount due to cancellation of above referred contract #s. As, we did not receive any response or documentation on 05/09/23, and I have made several calls to him and ************************, the sales person on 05/09/23. Since there was no response received from them, I have sent an email (which is attached) requesting an action at the earliest. I have also sent another follow up email to *********** on 05/10/23 in addition to making several calls. The email that I sent on 05/09/23 was also fwd'd to ********************************, Sales Manager and ************* on 05/10/23 requesting their intervention in expediting the action for cancellation. I have also left a voice mail for ***************************** ******* Manager requesting his help. Finally, *********** returned the call on 05/12/23 and assured immediate action. ******************* also returned the call 05/13/23 re-assuring action from ***********. ************ called again on 05/15/23 promising that the cancellation papers will be sent latest by 05/17/23. We still don't have the cancellation papers provided to us and there is ONLY 15 days left (last day 6/4/23) to cancel without a charge and hence I am requesting immediate action.

  

  Business response

  06/01/2023

  Dear BBB, 

  Mr. ******* met with our General Manager, *************************, to review cancellations and refunds. This concern should be resolved. 
  Thank you, 

  McGrath Acura 

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 2023 Acura RDX dealer inform me that car returned has 47 miles.I asked any mechanical issues they said no. This vehicle had checked twice once when vehicle arrived second time if customer returned. I purchased RDX on January 3rd 2023. Parked on my drive way after two days I started vehicle driving around my neighborhood found vehicle has vibration and noise coming out to the engine and exhaust system. January **** I went back to dealer milage were 102 today different people were standing I meet ********* told him the problem if he can exchange or refund. He wanted to buy back resale. Try to make more money. If RDX has no mechanical issue I don't need come here. They sold me defective vehicle as brand new with warranty as brand new. ********* said he got his money they don't care. I took the vehicle to service department they recognized the problem or maybe they knew already. They refused to fix it. Technician said it's manufacturing issue. I also called Acura head office in **********. They are telling me to go have diagnosis the problem and have to pay from my own pocket I asked is it bumper to bumper warranty mechanical issue brand new only 192 miles on it right now why I have to pay for diagnosis. She said we don't cover in warranty. She said this is new no manufacturing recall. To me it's looks like they reset speeda meter and sold me defective vehicle. They know how cheat. Please do something. If they can replace with brand new RDX it's fine or refund. Right now milage is 192. I bought it for 55 thousands and down payment is 20 thousands Please advise. Thank You

  

  Business response

  01/14/2023

  Dear BBB, 

  This concern has been resolved, the customer vehicle was swapped today with another new vehicle. 
  Thank you, 

  McGrath Acura 

  Customer response

  01/18/2023

   
  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

  01/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We were deceived during our experience at McGrath Acura with deceptive tactics on these following issues: We were quoted the interest on the loan at ****% to get us into the dealership. After arrival, the interest rate was changed without our knowledge to 6.99%.Advertised price was $28,368.00. Price was changed to $29,995.00 without our knowledge.The vehicle did not have Brake Assist or Lane ********* Warning safety features as advertised.Sales person stated the vehicle had Brake Assist and Lane ********* Warning safety features.Deceptive tactics were used to charge $1,995.00 for Vehicle Coverage without our knowledge.Deceptive tactics were used to charge $1,000.00 for Interior/Exterior Protection without our knowledge.Deceptive tactics were used after we declined ************* and were charged $995.00 without our knowledge.We were not allowed to read any documents before signing. Documents were covered up except for bottom of pages were to sign. Pressure, deception, false statements and no explanation tactics were used.Emails and voice messages sent to McGrath Acura have been ignored and not returned.

  

  Business response

  02/15/2022

  Dear BBB and ****************, 

  We sincerely apologize for our delayed response to this complaint.  We did not have the correct log-in information to access the BBB portal in order to respond to your request. 

   

  Unfortunately, we are not able to forward the contract information to you (*********************) because you are not listed as the buyer.  It's unlawful for us to email/fax/discuss customer information to parties not tied to the deal.  If your wife/partner/family member is on the contract, that individual would need to submit the same complaint with their contact information in order for us to send the original contract and numbers that were agreed upon. We apologize for the inconvenience but we must comply with privacy laws. 

   

  Thank you, 

  McGrath Acura 

  Customer response

  02/15/2022

   
  Complaint: 16434244
  
  I am rejecting this response because: Please accept my wife's authorization to speak to McGrath Acura and the BBB on her behalf about the account and the complaint. This can be done simply by an authorization form signed by my wife or a phone call to or from McGrath Acura.
  
  Sincerely,
  
  *********************

  

  Business response

  02/19/2022

  Good morning ***************, 

  Can you please have your wife send me an email from her email account to **************************************************** stating that we can communicate with you/send buyers agreement or any other pertinent information. Sorry for the hassle but we have to abide by privacy laws. 

  Thank you, enjoy your weekend! 
  Shanna 

  Customer response

  02/24/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and information authorization has been sent by my wife to speak to McGrath Acura on her behalf.
  
  Sincerely,
  
  *********************

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