ComplaintsforAcura of Springfield

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in to this business to get my warranty refunded on September 29, 2023, because I refinanced my car and have a new warranty. I signed documents and was told I would receive my refund with 2-4 weeks. I contacted Acura on October 13, 2023 the man I spoke to said he would look into it and get back to me. He sent me a text and I text him on October 16,2023 checking on the status and still have yet to have a retired phone call or text. When I spoke to him on October 13, 2023 he tried to tell me that my warranty was expired which I know for a fact it is not. The customer service at Acura of Springfield is lacking. My daughter had a similar experience with them as well. She is still working on getting her issue fixed with them as well. I would just like my refund back. I will not do business with company in the future.

  Business response

  10/20/2023

  To whom it may concern, We have reached out to ******** and apologized for our mistake. We were confused when processing the warranty cancellation for her and gave her mis-information. We were able to figure out our mistake and have refunded her the prorated amount of the warranty cancellation. I believe this satisfies the complaint. However, if that is not the case. Please let me know.

   

  Thanks,

  *****

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Myself and my spouse went to purchase a 2017 Chevy Tahoe, and this has by far been the worst experience I have ever had with a dealership. 1. We went and looked the the vehicle just a day or two after it had been traded in. Understandable the vehicle had not been detailed or even looked at. We test drove the vehicle. Liked it and advised we would come back after thinking about it. We was advised the vehicle was detailed, and been through the shop. Scheduled a time to meet, to find out the vehicle was not detailed or even looked at by the shop. We advised we there was a wobble in the steering wheel after driving it again. They got that fixed. We decided we would buy the vehicle, after contacting my bank, they decided not to loan on the vehicle do to the vehicle mileage and other stuff. 2. I gave them permission to run my credit once, which I was surprised that they ran it along with another credit bureau. I verbally told them I did not want my credit ran more then once. Advised they ran my last name incorrectly, and had to run it again. After I knew via email it was ran again. So my credit report shows another inquiry. After purchasing was successful, several documents was wrong and had to come back and sign paperwork 3 times. I gave up and went straight to the bank where they fixed the problem. 3. After driving it home, vehicle was not detailed in several locations, engine bay, rear cargo area. 4. After reaching out several times regarding the title, I was told it would take 2-3 weeks to get back. Plenty of time in my opinion to get it titled and such. Was advised yesterday (8-3-2023) the title was still with the bank (8-5-2023) is when it has to be registered or I owe a late fee. Few hours later, I was advised that my title was in their possession ready for pick up. So I now have 1 full business day to get my new vehicle tagged or I owe late fees. 5. The company requested a 10 day pay off on the vehicle we sold. They did pay it off correctly.

  Business response

  08/11/2023

  Mr ****. We do apologize for your frustration and and delay of paperwork. When the vehicle was sold to you, it had just been traded in and was in process of reconditioning and paperwork processing from the folks that traded it in. Due to this, it caused some delay in processing for you on your purchase of it. There was a pay off on it when it was traded to us. We made the pay off and were waiting on receiving the lien release from the bank, which is needed for you to title it. As to the credit pulls. We received your information and reviewed the bureau, we then forward to a bank or credit union that ultimately lends the money to you. They additionally need to review the bureau and ran you credit as well. I apologize if this was explained well for you. It is a normal process and your information was protected throughout the transaction. Please let me know if you have further questions or concerns. We'd be more than happy to help.

   

  Thanks,

  ***** **** ******* *******  

• Initial Complaint

  07/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase this car beginning of January salesman lied about the origin of the vehicle saying his buddy owned it for 2 years prior to my purchase the next day I found a temp tag from 2 months prior I assume from someone who had the same problems along with selling it to me with problems it was in the shop days after purchase since then the part that they had replaced failed prematurely and cause major oil leaks took it to get fixed and it came back barley running car was sold to me wayyy over market value and they refuse to take responsibility for the fact they have messed it up no rental or loaner vehicle has been offered and I have been without my overpriced vehicle for awhile now it is currently at the bmw dealership and they told me they would not even have put it on there lot in the condition it is in I want my money back or something that runs but obviously neither of those things are going to happen

  Business response

  07/07/2022

  Mr. ***** did in fact purchase the 2011 BMW 328i from our dealership on January 5, 2022 at 105,219 miles.
  
  
  The reason for the earlier Temporary license plate on the car was that the  car was sold to a different client in late December.  However, that client financing stipulations were never met by that client and he had to return the vehicle.
  
  
  The service history here at Acura of Springfield is as follows: 
  
  
  December 11, 2021 at 105,219 miles (when the car was acquired)  the vehicle was checked during our reconditioning process and found a misfire code and an oil leak.  The valve cover gasket, oil pressure sensor and spark plugs were replaced.  Leak stopped and misfire code was was remediated.
  
  
  January 10, 2022 at 105,445 miles the car came to our service department with the complaint the engine was running rough.  Diagnosis found a failed coil pack on number 5 cylinder.  Coil pack replaced and misfire stopped
  
  
  April 8, 2022 at 109,368 miles Mr. ***** brought the car to our service department with a complaint of a rattle under the car.  Our technicians could only find a plastic splash shield that could be causing the problem and all other components were tight on the vehicle
  
  
  June 1, 2022 at 112,252 miles Mr. ***** brought the car to our service department with a complaint of smoke from the engine compartment. The valve cover gasket that was previously installed had failed and was replaced for a second time
  
  
  June 7, 2022 at 112,329 Mr. ***** brought the car to our service department complaining of a rough running engine.  The diagnostic trouble code on the car's computer shows a code for a failed Variable Valve Timing Control.  Mr. ***** wanted to blame our service department for the failure that it was caused by the previous valve cover gasket replacement on June 1, 2022.  Our service advisor advised Mr. ***** that the two failure were not related and that her should take the car to the BMW dealer because we did not have the special tools and equipment required to go farther with the repair.
  
  
  Mr. ***** has spoken to several people at both Acura of Springfield and at Reliable BMW about the issue with his car.  Mr. ***** has been advised by **** *******, **** *******, Acura of Springfield, and **** ******* at Reliable BMW that he has a vehicle service contract on the car and that Mr. ***** must authorize the teardown and diagnosis of his car to determine if the needed repair is covered under the terms of his vehicle service contract.  **** ******* spoke with Mr. ******* on July 6, 2022 and Mr. ***** finally authorized the diagnosis of his car on July 5, 2022. 
  
  
  The reason we offer vehicle service contracts on all vehicles is to help our clients avoid unexpected repair expenses.  Mr. ***** does have a vehicle service contract on his vehicle that has already covered his repair costs.  It is likely that the current problem with his car will be covered, but coverage will not be able to be determined until the car is completely diagnosed at Reliable BMW.
  
  
  Regarding Mr. *****'s complaint of purchasing the vehicle over market value. He purchased the vehicle for $11,812.50 on January 5, 2022.  The current JD Powers Retail with the current mileage of 112,329 is $12,000.  The current Black Book Retail value is $11,875.  We do not have access to the retail value books from January 5, but since the car has gone 7,110 miles since January, we would speculate the car was valued at a higher amount then.

  Customer response

  07/07/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  The car was taken to bmw for the repair but that was not the problem they are doing further diagnostics under the valve cover gasket that was replaced by Acura to figure out the problem not to mention the broken clips left on top of my motor that still has yet to be mentioned or resolved, the cars sticker price was 12,000 but with an extra $6000 added on from the financing company that they had never mentioned until I found out on my own later I would not have paid what I did for the car knowing this now also the temp tags in the trunk I were told were from buyers remorse not financial issues lying must be common with car salesmen though.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  09/22/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  08/29- Looking to purchase a 2021 used white acura car. 09/02- Told on phone I was approved if I had $3000 down. 09/07- Let Acura know I would be in 9/17 with money. 09/17- Was told I was getting approved with $3000 down on a 2019 Lexus, to then say they never asked the lender but that I should look at cars that are $15-20,000. Since I said no to all the vehicles they said they would just see what I would be approved for. Came back said I was approved with $3000 they were getting the paperwork done and they thought it was the perfect vehicle, never telling me though. When going to get the key to show me was told I needed a cosigner, I left after being there 4.5 hrs. 09/18- Received call that with $4000 down I was approved and when getting there they had all the papers and I still didn't know the vehicle. Didn't explain they without permission did a $5000 loan for an extended warranty I don' want and didn' go over papers. 09/21- Picked up car to see my family cant even fit, it tiny.

  Business response

  09/25/2021

  We were unaware of the of *******'s dissatisfaction with the size of the car. We reached out to her and offered a full refund of deposit and cancellation of the deal. She returned the car last night and we refunded her money.

*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. ↩