ComplaintsforBob Howard Acura

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  f i could give 0 stars I would.My husband towed our truck here after it broke down in the rain, we walked in already knowing what was wrong with the truck since we have a master Nissan tech in the family. It takes them two days to figure out what he did over the phone and then they tried to tell us the part wasnt warrantied when we had clear proof that a fuel pump is covered under power train. Not that they ever called us to tell us or communicate at all. Then after it taking them a week to fix a job that takes an hour and a half we find out they intentionally sabotaged our truck. They call to tell us the fan clutch blew even though we had no prior problems with it and it damaged the radiator and wire harness. They then try to tell us that it happened when they test drove it and it overheated. After towing it to another dealership we find out they lied on our RO about the mileage! They put that they put 4 miles on the vehicle but ironically it goes into another dealership with not a single mile added since it went into *** howard. Then add on the fact that they claim it overheated but when codes were pulled that truck has never overheated in its life. You tell me how a truck overheats and blows a fan clutch that has never stuck open before and was already replaced under warranty less than 2 years ago without ever driving a single mile? Or throwing a code for overheating? Intentionally sabotaging our truck could have killed us and our infant, if they were willing to do that to us knowing my husbands dad had been a tech for 30 years what do they do to people who dont know better? Had to pay to tow our truck twice because they are incompetent and dangerous. We only tried this place because we broke down over 100 miles from where his dad works and will not make that mistake again. How are we supposed to trust Nissan or our vehicle after this?!

  

  Business response

  05/20/2022

  We have attempted to contact the customer and have left a voicemail.  As you can see from the codes in the attachment, there was a code for cooling fan speed sensor at initial diagnosis, so the fan already had issues.  It has also had issues previously according to the warranty history.  We have never and would never "sabotage" a vehicle.  While the truck did not technically "overheat", it was getting hot due to the fan issue so the technician shut it off to avoid damage from overheating.

• Initial Complaint

  02/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In May I purchased a vehicle when I got home that night I realized they added some packages I didn't want so I called in the next morning and they were nice about it and agreed to fix it. They said they had already sent the paperwork to US Bank and that it would take a week to get it back but they sent someone out to my house to sign new paperwork. After this everything seemed fine until I started getting statements from US Bank for my auto loan but it was for the wrong amount so I contacted **** (the finance manager at *** howards) and he told me to not pay it and that he is getting it fixed and to not worry, so for a couple months I was getting statements and past due statements from US bank and I kept calling and texting with **** and he kept telling me don't worry about it and to not pay it so thats what I did. On Sep 28 they repoed my vehicle. Which has destroyed my great credit score. At which time I called **** hysterical and he had the dealership pay the past due amount of $2181. There was damage to my vehicle that the dealership did fix but one spot of damage that couldn't be fixed. After this I started making the payments on the account to avoid another repo. **** still was saying don't worry your paperwork is on the way any day now and the dealership will absorb that past due amount and to not worry about it. On November 1 I logged onto my US bank account to make the payment and noticed that there was a repo charge on the account of $645. I forgot to mention that **** was blaming US bank for all of this the entire time. He said he was sending a letterhead to all the credit companies to fix my credit score (never happened) and that I would be receiving my papers to register my vehicle, the $645 repo fee check( he said he would pay me back for that), proof that he sent a letter to the credit companys and also my check for $1650 for my trade in on my vehicle ( somehow still haven't received that).

  

  Business response

  03/10/2022

  Attached is our response

• Initial Complaint

  09/24/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Bob Howard Acura on 08/07/2021. My wife and I had our two children with us and we were told the financing process would take 1 hour. The minute we stepped into the financing office, the financing manager intentionally slowed the process down, would not listen to anything we actually wanted, and tried to sell us lots of warranty stuff we did not want. When I left the room with my children, the financing manager tried to convince my wife of warranties that we had already said no to. We said no so much, the financing manager then got another financing manager to come try to convince us of warranties. After 3 hours of back and forth and managing our small children, we left with a warranty that we were told was cancellable. Paperwork was signed on an IPAD that was hard to read. Turns out I got 2 warranties and 1 is non refundable. I have asked for a solution from GM. No solution. Asked to speak to a district manager. No reply. $2000 has lost a customer for life

  

  Business response

  09/24/2021

  I have met with Mr. Tingley in my office and we did talk about his deal.  His version at that time was different then the statement given now.  Mr. Tingley at the time claimed that the agreement with the finance office was that he agreed to buy the 2 warranties but he was going to cancel them right away.  I found this odd that he would purchase them just to turn around and cancel.  I confronted my team and they explained that he was well aware of his options, and declined all but the 2 warranties that he signed for multiple times, with explanation of what was and was not cancelable.  There is a opportunity to decline the optional warranties, and a customer has to sign and agree with signatures multiple times to accept the amount charged.  One of the two warranties is not cancelable, because their is a product that is applied to the vehicle.  That was explained to Mr. Tingley.  As far as the other warranty, we have in fact canceled it back to his loan payoff.  Amount was $3580 that was refunded.  The non cancelable warranty is product installed that comes with a warranty for up to 7 years. 

• Initial Complaint

  09/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On a cross country road trip; my truck broke down 12 hours from home. I got it to the Bob Howard Nissan for repairs. I told the service advisor, repeatedly, to fix only what was needed to get the truck back home to Chicago. I rented another vehicle to continue the trip to California to get my son to college on time. While on the road I talked to the service advisor and got his assessment. Again, I told him to fix what was needed to get the truck home. I returned to OKC to let them know I was heading back home and would return the next week to pick up the truck. When I returned, after a 10 hour drive; with a 12 hr drive ahead of me, the service advisor wasn't there, and the truck was not ready, and I was given a $5000 bill. Another service advisor got the truck ready and I drove the 12hrs home It wasn't until I got back that I was able to review all that was done. There was min $850 of work done that was not needed, or approved. I have asked to be refunded that specific work.

  

  Business response

  09/19/2021

  Barrett Determan the GM of the dealership has resolved the complaint with the customer. A partial refund was given to resolve the complaint. Thank you 

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