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Complaint Details
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Initial Complaint
03/25/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 10/27/21 I had my 2020 Acura RDX serviced at West Herr Acura 7460 Transit Rd, Buffalo, NY 14221. I was provided with a loaner car from Acura through ***** Rental. I had to provide a credit card to ***** and was told there would be no charges but would be kept on file until the car was returned. I returned the car to West Herr Acura Service Department on 11/3/21. I was not told of any charges I was responsible for and thought I was all set. In December I noticed a charge on my credit card for $165.00 dated 11/3/2021 from *****. I called Acura on 12/6/2021 and spoke with Micheal R**** the service department manager. He left me a voicemail later in the day stating he had spoken to *****, there was an error, and I would be getting a credit of $231 but he wasn't sure how long it would take. In December I started receiving bills from ***** stating that I owed an additional $138.06. When I called ***** they reported they could not address the issue because the car was loaned through Acura. I followed up with Mr. R**** and he assured me he would take care of it. Instead, I received a letter from ***** on 1/19/2022 that stated I was no longer able to rent from ***** due to non-payment. I had not received a credit, was charged an additional amount, and am now banned from renting from *****. I spoke with Mr. R**** shared the information and he once again said he would take care of it. I called Mr. R**** on 3/8/22 and 3/9/22. I received a voicemail from Mr. R**** on 3/11/22 saying he had spoken to "Kevin" from ***** who would reach out to the corporate office. Today I received a letter from a debt collector re: *****. I called Mr. R**** and he continues to state it is not an Acura issue and they are not responsible they were only using ***** because of the pandemic. He said he would call ***** again on Monday. I have been patient and understanding until this time. It is not okay that this issue has gotten to this point and West Herr is not taking responsibility.Business response
04/11/2022
We sincerely apologize for the trouble that Ms. ********* has been caused. We are currently working with ***** to get everything resolved. The refund has been applied, and ***** has stated that our mutual customer will no longer be receiving messages from the collection agency. Further, we are still working with ***** for them to resolve any issues with Ms. *********'s credit report. In the spirit of customer satisfaction, Michael R**** our Service Manager has offered a complete detail of Ms. *********'s vehicle at a time of her choosing, and will give her a **** Gift card for her inconvenience.Customer response
04/15/2022
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.West Herr Acura has been making the same claim since I first brought this issue to their attention in November. Therefore,I will not consider this issue resolved until I receive a refund for the charge to my credit card and a letter to submit to credit agencies after being sent to collections because West Herr Acura ignored this problem until I submitted a complaint to the BBBWest Herr Acura never offered any restitution until receiving the complaint and continued to tell me there was nothing they can do. I truly appreciate the BBB, I feel this would not have been resolved if I did not report the issue. Regards, ********* *********Business response
04/22/2022
We once again apologize to Ms. ********* for what has happened. We were able to obtain a letter from the collection agency and sent it via email to her, and her refund through ***** has been processed as well. In the spirit of customer goodwill, we have sent her two car payments for her inconvenience. Ms. ********* is satisfied with this resolution.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.