Complaints

This profile includes complaints for Courtesy Acura's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Courtesy Acura

  3701 Nicholasville Rd Lexington, KY 40503-4441

  
• 

  Courtesy Acura

  PO Box 24470 Lexington, KY 40524-4470

  

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:07/01/2024

  Type:Product 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.

  see Attached document

  

  Business Response

  Date: 07/01/2024

  My name is *********** ******. I am the Director of Finance at Courtesy Acura. We take pride in making sure every customer is taken care of at our store. We are human and sometimes we all can have a bad day. Not limited to just our employees. However, I have dealt with ** ******* myself, and I personally gave him some Freshly purchased Bundt Cakes to take home with him after we spoke. During our conversations he agreed to keep the warranty coverage in my office during our personal meeting together. I told him we would fix his dent, just as we have had his car back in our service dept three times to reapply costing and even go as far as clay baring his car for him. He is a very nice person, but he has had problems with several of our employees. None the less we have always tried to appeal to him. And we will continue to do just that. If ***** would like to reach out to me at the store. I will be happy to help him in any way possible. He was not taken advantage of. He signed more than five documents disclosing his warranty to him at his time of purchase. This was over two years ago. If he had an issue with the purchase of his warranty or his Ceramic coating, why has it not come up for two years? Now all of the sudden he has an issue with being covered. And he has used his coverage on Ceramic several times. We will cover his dent if he wants to reach out to us. As always, he is welcomed at our store. And we will always try to appeal to him.

  Thank You

  *********** ****** 

  **********

  Customer Answer

  Date: 07/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  *** ****** I did enjoy talking with you and still no call garage person about getting it in. You said that the car was in 3 times.  2 times is all it been there could not in for my  6 mouths dent and ding,  l only the car 8 months. I don't feel welcome when the used sales manager through me out of his office

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

  

  Business Response

  Date: 07/02/2024

  Please reach out to me, ****** As I have asked you to do. :) I will make sure you get taken care of. Thank you so much. *********** ******

   

  ********** 

  cell 

  Customer Answer

  Date: 07/09/2024

  
  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,
  
  ***** ******* 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:05/03/2024

  Type:Product 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.

  My wife and I were doing some car shopping and we were interested in an Acura MDX at courtesy Acura the sales person that we got was extremely rude, the manager that we talked to, however, was very respectful and knowledgeable. We were running short on time so we asked to come back and finish everything up the next day, we were told that we needed to put a hold on the vehicle, so it wouldn’t be sold by the time we came back the next day, and it was explained to us that the money would be put back on our card! So we put down the deposit and then the next day decided that we were going to keep looking for different vehicles we called to tell them that we weren’t going to go forward and ask them to put the deposit back and we were told that it is not refundable!!!! This is unacceptable We were told that it was refundable. It is one of the first things that I asked. We were told that it was refundable. It was one of the first questions I asked before handing over my card!

  

  Business Response

  Date: 05/03/2024

  Good Morning. We have no record for a ***** ***** in our data basis. We have checked with our employees and have no recollection of a ***** ***** being in the store.. We do not show a $1000.00 has been ran for this customer. Can the client provide proof to us so we can complete a further investigation. What is salesman name. Thank You ?? 

• Initial Complaint

  Date:10/16/2023

  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.

  In April, we went and looked at a KIA there. 2 months after, the car started squealing, the steering wheel was hard and the battery light was flashing. Aug 17th. I went there & ****** basically told me that if it wasn't a constant then there was nothing they can do. She backed it out, heard the squealing and stated SHE SAW THE BELT AND IT JUST LOOKED DIRTY, so that could be it. Oct 11th, I was driving to work, the wheel tightened and it got hard to turn so I made an appt that day. A guy came and was telling me about the car. He told me two things: 1) the serpentine belt was cracked and the A/C belt and the PS belt wasn't even in there. When I questioned about the serp. belt, he had the gall to say "was it a sweet deal?" I said I don't have a clue, I was sent pictures of this car to my cell phone. He said how many miles does it have? I said 122K. He said okay, yeah, it was a sweet deal, like okay? Does that mean the car is less than? After I asked how those belts were missing, he said they were in there but they were already in pieces. I asked why they weren't fixed or serviced. HE THEN TOLD ME IF THE CAR HAS HIGH MILAGE, THEY DO NOT CHECK THE CARS INSIDE OF THEM, THEY JUST LOOK ON THE OUTSIDE, WASH THEM AND THEN PUT THEM ON THE LOT! Apparently the serpentine belt is good for 60K to 100K miles before it gets destroyed or needs to be changed. How did I drive that in 5-6 months when I just go to work? He told me the bill was $658.66 - if I didn't get the cabin air filter changed, it would be $109.95 less which equals $548.71. I said so it will be $538-548. He said yes, it is an estimate but, it usually stays the same. The sign says a loaner car upon request and the warranty I bought said rental car reimb. He said they did none of that. I went and they told me it was $636. My mom went and complained, they did it so that she could be quiet. They gave it to me for $548. but I don't feel like I should have paid any of that because I was lied to. I was sold a lemon.

  

  Business Response

  Date: 10/16/2023

  “Sweet Street” gets a safety inspection before offered for sale. These vehicles are checked to make sure they start, stop and steer. We offer these vehicles at an affordable price to the public under the prenuptial understanding they are sold as is! The client has the opportunity to purchase additional coverage which will effect the start, stop and steering of the vehicle. At the time of purchase her vehicle passed this inspection and was offered for sale. If her coverage plan she purchased covered the repair which needs to be done, the warranty would then reimburse for any loaner/rental, up to $35.00 a day for five days. We honored quoted pricing for repair to vehicle and will stand behind her on covered repairs her warranty agrees to. Please let us know if there is anything else we can do. 

  Customer Answer

  Date: 10/18/2023

  * ********** ********
  
  I am rejecting this response because:

  I was jerked around by your company because I was told various things at time of service. Regardless if it was “sweet street” or not, how is it that the worker there told me higher mileage cars do not get inspected? And if it was thoroughly inspected, why was the serpentine belt not noticed to have been cracked or worn and why was it not replaced? The serpentine belt is good for 60K to 100K miles and there is no way we put that many miles on it from purchase… not in 5-6 months whenever we just drive to work and then home. But too, if it was thoroughly inspected why were the other two belts worn to the part where they were “falling to pieces… or my bad, wasn’t even in the car… or falling to pieces”, as your service people told me. The car was not serviced thoroughly, and you guys know that. 

  There is just no way that was the case.

  And on a, what was supposed to be $548.71 (which is outrageous) bill, you guys only offered to take $88 dollars off for stuff that was not my fault. The things that were overlooked.

  I was told you guys do not do loaner cars (LIKE YOUR SIGN SAYS IN THE SERVICE SHOP) or rental car reimbursement which is on the warranty I purchased but lo and behold the things that were wrong with my car wasn’t covered by the warranty.

  Your response shows no empathy or no responsibility on your part.

  I’m disappointed.

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

• Initial Complaint

  Date:07/25/2023

  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.

  Around mid April 2023 I took my Acura in to the service department because of vibrations under light acceleration. Per invoice, the technician said that the transmission torque converter is having trouble locking up or shuttering under light acceleration. The technician recommended a transmission fluid change/flush, but the same service department performed the following maintenance on or about 03 April 2023: Water pump replacement; timing belt replacement; transmission fluid exchange. Around 08 May 2023 I relocated to Kentucky and I took my Acura to Courtesy Acura of Lexington, KY and told them, “Another dealer said my vehicle has transmission issues, so please check and advise". Courtesy Acura confirmed the diagnosis of a faulty transmission, per diagnosis print out. After the Engine Control Module software updates and new transmission install my vehicle had the same vibrations under light acceleration. The technician at Courtesy Acura and Acura engineers found: the vibrations are consistent with normal engine operation and is caused by VCM (Variable Cylinder Management) feature. I was told I had a transmission problem but it was actually an engine matter. I wasted over $8,339.61 on a new transmission from the misdiagnosis "Bad Transmission" from Courtesy Acura. This is confirmation of Acura service department operations are consistently incompetent and not in the best interest of the consumer. I'm seeking a full refund because of my misdiagnosed " transmission problem". Courtesy Acura technicians and service department supervisor all thought my vehicle had transmission problems before and after the new transmission install, until Acura Engineers stepped in to advise the technician. Courtesy Acura is no longer responding to me after I requested a detailed final diagnosis from Acura Engineers. I'm seeking a full $8,339.61 refund. After $8,339.61 I have discovered that my original transmission operated normally.

  

  Business Response

  Date: 08/04/2023

  Will have response by Monday the 7th. Client had diag done by another Acura store. He requested a transmission be replaced. Client agreed to repairs. We will look further into this on Monday and convene back with you. 

  Customer Answer

  Date: 08/10/2023

   
  Complaint: ********
  
  I am rejecting this response because: I told Courtesy Acura to check my transmission concern and advise. As the customer it is no surprise that I'm am to blame for seeking expert help from an Acura dealer about a possible Acura MDX transmission issue. As the consumer, all the weight is on my shoulders regardless of my efforts seeking advise from the experts.
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 08/10/2023

  Client asked for transmission to be replaced... We complied. The transmission core has been sent back to Acura with issues. The car was not purchased from our facility. Another Acura Store gave the client same prognosis as we did. Customer knows this and has stated themselves. We appreciate them as a customer and aim to please, but in no way would we entertain fault on our store, process or employees. We will stand behind our work!! Thank You ***** ****** Finance Director Courtesy Acura **********
  

• Initial Complaint

  Date:04/17/2023

  Type:Product 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 05/10/2022, my daughter (and mother ***** ****** purchased her first vehicle 2016 Chevy Cruze from Courtesy Acura on Nicholasville Road in Lexington, KY. The vehicle was labeled CERTIFIED PRE OWNED. Per their website "Every Certified Pre-Owned car on our lot goes through a 130-point inspection to ensure it meets our strict standards. Thanks to this inspection on every CPO vehicle, you can rest assured that you're financing a high-quality car". On 05/11/2022, 24 hours later- the high quality car was overheating and had to be towed back to the dealership for evaluation/repairs. Again on 05/16/2022 for smoke coming from the exhaust and overheating. Per Service department description, coolant leak/water outlet assembly replaced- ONE WEEK after purchase of Certified pre owned vehicle. Reoccurring issues on 07/29, 08/27. Of note, two tires were in deplorable condition on 08/27 and required to be replaced ($219.10). The vehicle overheated again on 10/24 and was towed (out of her pocket) to **** **** **** ************. After a full diagnostic evaluation it was determined the head gasket was blown. After multiple calls/emails Courtesy agreed to evaluate themselves and do the repairs. Again, towed (out of her pocket) from auto shop to Courtesy Service department. Vehicle picked up 11/11 no paperwork provided. Again, the car was overheating on 12/08. Courtesy accepted the vehicle and 'repaired' and returned to her on 12/20. Stating the issues have been resolved completely, head gasket was not blown and only required a small belt. On 04/15 after leaving a funeral, the vehicle's engine stopped in the middle of the interstate going 70mph. Vehicle is NOT safe to drive and was towed (out of her pocket) home. She now has a car payment on a vehicle she's owned less than 12 months that not only could have killed her when it abruptly stopped working, it is not in any way mechanically safe to drive. We are appalled at the ongoing lack of concern for their customers safety.

  

  Business Response

  Date: 04/27/2023

  We have tried to resolve the issue with client post sale. The vehicle was ran without motor oil causing internal damage to the engine. Client was offered a warranty at purchase date and refused coverage. Initiative has been taken by Courtesy Acura to resolve problems using store goodwill money. We continue to try and help client even after vehicle being sold as is. We are willing to help them again with repairs but are only willing to pay half. Client needs to pay other half of claim for repair. Thank You ***** ****** Finance Director Courtesy Acura  

  Customer Answer

  Date: 05/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  Complaint: ******** I am rejecting this response.We have witnesses, oil & coolant was checked the morning just hours before the 2016 Chevy Cruze motor abruptly stopped working while driving on the interstate. This was done very frequently due to the ongoing issues of overheating, to ensure safety. There also were zero signs of leaking oil. No check engine light, zero leaks/spot of any oil in driveway & we have receipts of the oil being changed timely with the full synthetic oil & high-quality oil filter. The oil change was even due for another 2500 miles or an additional month. We can reference this as the vehicle was in their service department & marked mileage as well as the dated receipt of purchase of oil/oil filter. The vehicle had only been driven a little under 6300 miles in the 11 months of ownership. The vehicle was also in the service department for 10 days at the end of December, for the ongoing overheating. There was no mention of any oil leak/issues at that time. As to the 'goodwill store money' being used for repairs, the Courtesy website as well as the vehicle on their lot the day of purchase stated it was Certified preowned, 130point inspection. The vehicle was towed 05/11/2022 within 24 hours of purchase back to their service department due to overheating. Again 5 days later 05/16/2022, in which they repaired a coolant leak. To rectify this series of unfortunate events over the last 11 months with this purchase, it's our request Courtesy acknowledge the misrepresentation of their certification they advertised with this vehicle & replace the engine at their cost. The ongoing overheating (with band aid type repairs by their service department) is a MAJOR factor in this motor seizing. The ONLY solution we desire is to be able to (safely) drive the vehicle purchased, without having to pay for any part of the new motor as this entire purchase has been nothing short of a nightmare. Sincerely, *************** *****

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

  

  Business Response

  Date: 05/08/2023

  50/50 repair cost is our resolution. Client was offered a warranty in an as is state and declined coverage. We want a $1000.00 upfront and will offer client a loaner car. We have tried to help customer over a year now... This is our offering now. 

  Thanks 

  ***** ****** 

• Initial Complaint

  Date:10/13/2022

  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.

  As of today I am at 54 days after purchase and still no title or registration documents. Now I am going to have to pay penalties because of their failure to do their jobs in a timely matter.

  

  Business Response

  Date: 10/13/2022

  Good afternoon, 

      We have attached a response we made to the customer on the title work and how it is being handled. We also have tried to call the customer several times without response. The title work was sent over in a timely manner and was received by the state of Indiana. Please let our client know we are still willing to help with any fees or penalties he incurs through the state of Indiana, however there should not be any. 

  Thank You 

  ***** ******

  8595531208