ComplaintsforMuller Acura of Merrillville

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was having issues with the turbo chocking and the check engine light kept coming on. I took my car to Muller Aura on 5/17/21. They told me that I needed to have the turbo replaced. I was told they were having staffing problems and could not say when the work would be done. They provided a TLX as a loaner. I finally received my car back on 6/22/21. I had the car for 1 week and the acceleration completely failed as I was driving which was both scary and unsafe. I had the car towed back to the dealer at my own expense and received another loaner. They had my car from 7/9/21 - 9/04/21 again I had to call weekly for updates the staff was not responsive and I often felt I was getting the runaround. I was told the had to reorder parts, the mechanic was sick and they could not switch out a worker after he started working on a car. I was told at one point I had to wait for a master mechanic but then looked up the person I was told who was servicing my car and he was not listed as a master mechanic. I was told the turbo was reinstalled but the paperwork does not reflect this. They also replaced the thermostat, water pump, catalytic converter and manifold gasket without consulting me first. They said I would not be charged for this work but they had to do it to rule out any other issues. I finally received my car back on 9/4/21. The turbo seemed to work but the engine was running louder than it ever had. My car ran ok for the next 2-3 months then the check engine light can back on. I returned to the dealer on 1/14/22 and had to wait again for a week for a loaner. When they called me back to pick up my car they told me I needed a boost sensor that would cost me $1,000 after I paid $3,500 to have the system replaced. I took my car to ***** Acura dealer They said they would have to start over to determine the source of the issue. The tech contacted ******* to request the record of work and was told they did not have it. He referred me to Acura client relations,

  Business response

  10/11/2022

  ******,

  I will due my due diligence on your concern. I am new to the Acura store in Merrillville as I also tend to another store in the organization. Your issue is my #1 priority and will certainly work toward a resolution. I will gather and inspect the history and follow up within the next couple days. ********************* General Manager

  Business response

  10/11/2022

  Please allow me to research your unfortunate situation and gather the necessary information to try to establish a viable resolution. I am new to the store as I share time between this store and our ***** store in *************, **.. Thank you ********************* General Manager

  Customer response

  10/16/2022

   I am willing to speak with the new manager to try and find a resolution to this issue.

  Business response

  10/24/2022

  ******,

  My name is *********************. My phone number at work is ************. Happy to speak with you.

• Initial Complaint

  09/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After 2 weeks of getting the run around I took my truck in to get a windshield replacement. They told me it would be ready by en is day and they would give me a call. Never received a call and had to be without a car until next day. Received the truck back with scratches on the driver window tints and broken glass all over the dashboard.

  Business response

  10/05/2021

  BBB Complaint .

  I received a BBB complaint on 09/20/2021. ID# ******** . 

  Customer ****** ********. I reached out to Miss ******** . She Stated that when we replaced the windshield in her 2016 Acura 

  MDX that glass partials were left on her dash board and we scratched the window tint on the drivers window. I asked her why

  she did not reach out to us first, And give us the opportunity to make it right. She stated that she felt we would not help her. 

  I apologize and advised her that would not have been the case.  I set up an appointment with her to come in on Tuesday 09/28/21

  to re-tint her driver side window and perform a complete detail. Also we were providing a FREE RENTAL for Miss ********.

  She did not show up for her appointment, also I have not heard form Miss ********. Please Know when Miss ******** response

  back to me. We will take care of her concern's   .

   

   

   

  David E Sobczak

  Service Director 

  Muller Acura of  Merrillville

  3301 W Lincoln Hwy

  Merrillville IN 46410

  Customer response

  10/05/2021

   I am rejecting this response because:
  
  I do not feel comfortable taking my vehicle back to this dealership. 

  Business response

  10/05/2021

  The offer made to the customer was in the interest of customer service. The driver widow tint may have been that way when it came in. But in the interest of good customer service we will give the customer the benefit of the doubt . The complaint of glass chips or shards of glass left on her dash. No. I have been in the automotive service industry for over 35 years. Have seen and or replaced hundreds of windshields. And they always come out in one solid piece. Have never had one complaint of glass found in the vehicle . only when a vehicle came in with the glass completely shattered. The offer of the free rental car for the customer while performing  the free detail and the free replacement of the window tint. Is our only offer. 

   

  David Sobczak

  Service Director 

  Muller Acura 

*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. ↩