ComplaintsforAcura of Westchester

• Initial Complaint

  11/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  *** was damaged during service coolant was poured on my flooring , destroying my ************** mats coolant was all over my electrical harness under the dash dirty rags was left on my driver seat no one informed me of any damage I had to find out my self ..

  Business response

  11/27/2023

  Hello,

  We have been in communication with the client. We were troubleshooting a concern and did indeed get coolant on the vehicle. We have offered to repair and replace the carpet, wiring harness and any other component that was damaged. 

  The client is refusing this repair at our facility. Instead, he is asking for a full retail price reimbursement of the cost of repair at another facility. 

  This request is obviously not a request we can accommodate, for several reasons. 

  1) The client has not given us the opportunity to correct the issues, which we are willing to do.

  2) When fixing any and all issues, we do not charge full retail to ourselves. The quote the client is asking for reimbursement of is from another Acura dealership and and is approximately 4 times what our cost to repair is.

   

  Additionally, we have concerns of the intentions of the client, because he has repeatedly asked for upgraded rims and a spoiler in lieu of making the repair to the vehicle.

   

  In summary, we stand behind our work and when a mistake is made, we are more than willing to make it right, The client has been offered the repair of the vehicle at our facility but has refused. 

   

  I'm not sure where we go from here.

  Customer response

  11/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I purchased a **** Acura Integra Type S from you guys , it had a bad rattling sound upon first drive and up to the first 400 miles ,
  
  I then brought the car into service , I was informed my heater core was rattling and needed to be replaced by my service team there !
  
  The following day I received an update on my car informing me the heater core was on back order , and they did not want to take out the dash of the car so the heater core was Riged to stop the rattling and I can pick it up the following day
  
  Upon pick up , I realized my cars rim was scratched , and some dirty rags were left inside my car , and there was a strong odor of coolant in my car ,
  
  While driving home I was starting to get a headache from the coolant smell , so I looked under my dash and found my carpets to be SOAKED in coolant ? And some electrical wires by the *** port !
  
  I then called Service to inform them , no call back , called again on Saturday , no call back , went in person on Monday when I got off work and they told me NO SERVICE MANAGER AVAILABLE then I spoke with GSM in regards to this , he did see the and feel the coolant on the carpets of my floor , and apologized ,
  
  2 days later I got a call back and was informed they will replace the carpet ,
  
  Notice not once !! Did anyone bother to inform me of these damages that were done but upon speaking to the service manager and the management team they knew COOLANT WAS ON MY FLOOR ! and didnt fix it befor returning the vehicle to me !
  
  At this point Im already ****** because I just purchased this car , and I got a bad taste of this dealership already , I want the work done at another dealership , I was DENIED this at first , then a week later after trying to fight with management and after a complaint to the Better Business Bureau
  they finally offer to get the service done at cury acura but for me to let them set it all up
  
  I then got a quote for everything and its now 2 days later and still no response on this !!
  
  please tell me if you were in my shoes how would you feel ? because Im not too pleased with what Im experiencing ,
  
  I also gave management an offer to either
  pay me out for the damages
  buy back the car
  provide me with bronze wheels & carbon fiber decklet * accessories for the car
  pay another dealer direct to fix it
  
  Still no resolution please accommodate with me to get this fixed please
  

   

  my reason for not wanting to get the repair done at their facility should be clear as day , they damaged my cars flooring , and knew about it and didnt inform me about it , they also took several days to get in touch with me and had very slow replys 

   

  I did ask for accesories for the car , one of them being wheels because they damaged my current wheels , and if they gave me the accesories i would of been willing to cover repairs at another facility at my cost !! 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  12/07/2023

  Hi ****,

   

  As discussed, we are more than willing to reimburse for associated repairs.

   

  Please respond with a picture/attachment of the appropriately $1700.00 repair bill and we will reimburse you in the form of a check.

   

  Additionally, please provide the best address for this to be sent to. We will provide you with a copy of the check when it is made and send it to your address as soon as we receive the copy of the bill.

   

  Thank you,

  Customer response

  12/07/2023

  Better Business Bureau:
  
  ******************************************************************* *****

  *****************************;

  receipt uploaded thank you 

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  

  
  

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in March of 2022 I was told to come into the dealing to put money down on my new car because my lease was up in June and the there was not a lot of supply. The salesmen told me the car would be there by June. On June 10 Acura financial ran my credit. I then reached out to my sale person to confirm the next steps because I was under the impression that my loan was paid and a nee loan was being opened. He advised me that because the car was not ready I had to do an extension on my lease. I had never done one nor did I request for an extending however I trust his knowledge. For the entire month of June I would texted him in regards to the extension of the lease. At no time did he make it extremely clear that I had to call Acura financial myself to extend the lease. When I first got the car the sale person handles everything I did not know it was my job to handle the situation. I have message express how important my credit is and how I dont want it to mess up my credit. He stated it wont however I now have a 30 day late report and my credit dropped from an 820 to a 741. They said they would write a letter in my behalf explaining to Acura financial that they didnt effective communicate the proper step. I have called Acura financial service and they express thr letter holds no weight. Please help me in this matter. I. Have been with Acura for 9 years and I have a great payment history. I can provide a text thread proving that I was unaware of the necessary steps and how serious I take my credit. I am currently waiting on the letter from Acura dealing expression them taking responsibility for not communicating clearing with me as to the necessary steps.

  Business response

  08/03/2022

  Dealership Management has been in communication with the client on 8/1 and 8/2

  we are working to get the credit issue corrected.

   

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased the car in 10/2021. I have brought it back every month for something new or different. It has been in for a broken door handle, window not closing opening half way. Breaks and rotors have constantly made the car shake. An axel has been changed , the battery and cables were rotted, the starter was replaced. Finally it was brought i again for the brakes etc only for them to be ***** and not changed.

  Business response

  07/20/2022

  Client has been in contact with management and the service department to get the issues resolved 

  Customer response

  08/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   YES CAN YOU PLEASE REOPEN THE ***** NOTHING WAS RESOLVED ON MY CARE- NOR HAS ACURA REACHED OUT 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from Acura of westchester and the tires are making a lot of noise and I do not feel safe in the car made multiple attempts to resolve this situation. The dealer is only willing to change 2 and I do not want mis matched tires. Also the car has an exhaust with no catalytic converter and no mufflers which I knew the car had an after market exhaust but not missing components. This has been a nightmare and I have only owned the car for one month. Please help me resolve this

  Business response

  02/04/2022

  ** * ******* **** ******* ** **** ******* *** **** ******* ******* *** ****** ***** ** **** **** ******* ***** ** ***************************** ************************************** *** ******** ***** ** * In regards to ID # ******** - *******************

  please see the following explanation.************** purchased a used vehicle. This vehicle was purchased in as in condition, but did meet the specifications of the internal safety check.We agreed to replace the 2 tires as needed. However, ************** became unhappy and wanted all 4 tires replaced. Despite the fact that we are not obligated to do so, as the vehicle was sold as is and the 2 unreplaced tires were in proper condition, our General Sales Manager spoke to ************** and an appointment has been set for ************** to come in and have a meeting to find a mutually agreeable resolution for the situation. ********  

  Customer response

  02/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  They did offer 2 tires and were rejected because all four tires are making noise,called the dealer multiple times and was advised that someone would be calling me back and months later no one has called and the noise has only gotten worst. The dealer is not being honest in regards to anyone reaching out. By far the worst experience I have ever had and quite disappointing considering I have bought about 12 ************************************ ************** *** *** *******   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  02/23/2022

  There was a communication issue with the client. 

   

  Client purchased 2 tire from another dealership. General Sales Manager is going to reimburse **************.

   

  An appointment has been set at for ************** to come to the dealership to bring a receipt and get a reimbursement check.

   

  If the client does not come in, we would be happy to send a check to him, however, we need a receipt to the repair 

  Customer response

  02/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   They reached out to me and promised to reimburse the difference for the four tire I would prefer not to go the dealer so if someone can reach out to me and send the money or credit my debit card that would be fine but I will not be returning to that dealer.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

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