ComplaintsforMcDaniels Automotive Group

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my current Acura vehicle with 24,000 miles/2 years free maintenance provided by Acura manufacturer. The McDaniel Acura of Charleston dealer always suggested me to do maintenance every 5,000 miles. Last week I arrived the dealership to complete my maintenance within the 24,000 miles plan, the dealer told me the oil life is 50%, they can't do the free maintenance for me because they won't get paid from manufacturer if it's not below 15%. I told them this 24k miles free maintenance plan is in the purchase contract without this condition or rules, and all previous maintenance were completed every 5k miles. I told the service advisor to show me the written rules. He couldn't find it anywhere. After a long time argument, I left the dealership without completing the maintenance. They told lies and didn’t provide the service I purchased. The service manager Dave was there during the whole process but he didn’t help. I contacted the general manager Jeff, but he did nothing, no apologies at all. In 2022 when I bought this vehicle from McDaniel Acura of Charleston, I was told a lot of lies by the sales person whose name is SJ. He knew I need a car immediately and told me there was a car on the truck and would arrive within one or two days. After I signed the contract and paid the deposit, he told me the car is not built yet. After waiting 2 months, when the car arrived, SJ asked me to pay additional $1,000 above the price on our contract. He said "Don't you want the car and the deposit any more?" I felt myself threatened by him. He also told me the 24,000 miles/2 years maintenance plan is a part of the cost I need to pay, after I negotiate with him, he removed the cost from the purchase price. However, this was a standard part of the purchase. He cheated during the purchase. There was also accessory he promised to include in the purchase, however, he refused to provide and said I can leave my car and my deposit. There were full of lies in the purchase process.

  Business response

  05/14/2024

  Whom it may concern,
  

  The complimentary maintenance for 2 years or 24,000 miles does include oil changes, tire rotations and multipoint inspections. The program is designed for customers to receive a “maintenance minder” alert/light on their instrument cluster display and then schedule for their vehicle to be serviced. The maintenance minder system illuminates an alert/light when the vehicle is within 15% of its usable oil life expectancy. Acura allows us dealers to perform the work to these vehicles underneath the complimentary maintenance program and pays the claim via warranty to dealers that follow the program rules and guidelines. We have been given instructions by Acura to claim these complimentary oil changes, tire rotations and multi-point inspections through their warranty portal. The warranty portal will only accept vehicles whose oil life is within the 15% oil life remaining. The factory website from Acura states under its “Maintenance Program” for customers “Don't forget, as a new Acura owner you can enjoy complimentary maintenance¹ for two Years/24,000 miles with the Acura Maintenance Program, including oil changes, tire rotations and multi-point inspections! You'll receive a handy Maintenance Minder™ alert in your vehicle when it's time to schedule service, which you can do through the AcuraLink® smartphone app.²
  
  
  Unfortunately Mr.** **** states he was unaware of the complimentary maintenance program’s rules however I do not believe that it would be unreasonable to expect any program to have such rules or policies in place to prevent abuse to the program.
  
  
  We at McDaniels would like to apologize for any inconvenience this has caused Mr.** **** however we as an Acura dealer are required by our dealer agreement to uphold Acura’s policies and procedures.
  

  Thank you, 
  Andrew E*****
  Fixed Operations Director
  McDaniels Auto Group
  ************
  Charleston, SC: Acura, Audi
  Columbia, SC: Acura, Porsche, Subaru, Volkswagen
  Newnan, GA: Acura
  Orangeburg, SC: Ford

  Customer response

  05/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: when I had the previous complementary service at McDaniel Acura Charleston, the service advisor never mentioned this rule and they asked me to have the service every 5000 miles (about oil life 50% which is above 15%), and recommend me to come back at current mileage. This means they abandon their own rule and they cheat the consumers. When the Acura dealer wants to get money from consumer, they can do anything they want and explain in their preferred way. I also felt disrespectful by Acura dealer to its customer both in store and through the BBB response.
  
  Sincerely,
  
  ** ****

  Business response

  05/16/2024

  McDaniels Acura uses our very own maintenance schedule that follows a 5,000 mile interval so that it is easier for our customers to schedule and plan for their next service. McDaniels recommended maintenance is not the same plan that the factory Acura Complimentary Maintenance follows. McDaniels recommend maintenance is not paid for by the manufacture therefor anyone can take advantage of the plan whenever they choose. Acura’s Complementary Maintenance is a newer program introduced approximately 2 years ago and is paid for by the manufacture. The factory “Acura” mandates when and how the program can be used. For simplicity, Acura says when the “maintenance minder” light illuminates then it is time to schedule your vehicle for its complimentary maintenance within the 2 year or 24,000 mile parameters. 
  
  
  Andrew E*****
  Fixed Operations Director
  McDaniels Auto Group
  ************
  Charleston, SC: Acura, Audi
  Columbia, SC: Acura, Porsche, Subaru, Volkswagen
  Newnan, GA: Acura
  Orangeburg, SC: Ford

• Initial Complaint

  04/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When I purchased my vehicle 3ish years ago I purchased a dent warranty. It has been impossible to get someone from McDaniels to get back in touch with me to find out how to use this warranty. I called the service department and they stated they are not responsible for doing any warranty work for dents nor do they know who to contact. They continue to forward me over to sales who don't answer their phone. I even contacted the finance manager months ago to see if I could just cancel the warranty and get my money back but they didn't contact me back either. Since I bought my vehicle, McDaniels has shown a history of terrible communication skills on anything and everything. They barely answer the phone and when they do, they don't have answers for anything. I purchased a tire warranty from them too and now I just go to firestone when i need a new tire because trying to use them to perform a warranty service for something THEY'RE SELLING is nearly impossible. I am trading my car in later this year and I won't make the mistake of buying from McDaniels ever again.

  Business response

  05/14/2024

  Mr. ****** has been contacted and he has an appointment for May 24 at 8am.   

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2020 Volkswagon Atlas Sport from Mcdaniels. The car is currently under warranty. I noticed that my caution light was on informing me that none of my security features were working. such as rear camera, alert sound while in reverse, and front impact sensors. I took my car to Mcdaniels to have my car repair by the warranty. They stated that it is not a warranty issue be cause there machine is saying that the damage was done by some type impact to the sensors. My car does no have any signs of impact where the sensors are located. I asked the dealership if they could work with me on the cost since the car is still under warranty and clearly there is no impact to the front end, and they told me they could take a $100.00 off of the price. I do not believe that I should have to pay $1000.00 for a car under warranty to be repaired because to me it is a warranty issue, because their is no external damage to the car. Would you please look in to this for me.

  Business response

  01/09/2024

  Ms. ********* presented her vehicle at McDaniels VW on 12/22/23. It is a 2020 VW Atlas with 61,322 miles on it.
  
  
  Her complaint is the rear camera would not always work and there was an error message for her rear parking sensors. Our diagnostics found: 
  
  
  "Verified customer concern. Checked for faults. Found faults B10F904: right front center parking aid sensor fault, B131207: button(s) in operating unit mechanical malfunction, and U140000: function restriction due to low voltage. Checked and found right front center parking aid sensor was impacted. Checked and found a/c control button is stuck due to outside influence. Performed battery test, battery failed.
  Correction: Recommend replacing right front center parking aid sensor. Recommend replacing a/c controls and programming. Recommend replacing and programming battery."
  
  
  The right front center parking aid sensor presented has faults consistent with an impact. The front of the sensor is chipped indicating an impact. 

  
  
  Understanding Ms. *********'s frustration she was offered a discount of $100 which we are happy to continue to offer. However, warranty guidelines clearly state that damage and abnormalities caused by an outside influence are not covered. See attached picture of the damaged parking sensor. 

   

  UPDATE
  Since then, Ms. ********* has returned on 1/3/2024 to have the damaged sensor replaced. Repair work has been completed successfully. No errors or faults remain and no further work is required.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Before purchasing my used 2019 Subaru Outback at the end of May 2023, I took it to McDaniels Subaru and paid for them to check it out completely and was told everything worked fine, including all safety features and head unit. Unfortunately, that wasn’t the case. My navigation isn’t reliable, my music features aren’t reliable, phone features aren’t reliable and I deal with phantom button pushing constantly. My eyesight will also randomly go off and scream that there is an object in front of me when there isn’t. I contacted Subaru of America and took weeks to get a response, but I was told to take it in for inspection and if out of warranty maybe goodwill assistance could be provided. I took it in at the earliest appt available online 10/2/23 and was told it had just needed software updates and the last windshield installed was not done by Subaru so that’s why my eyesight doesn’t work properly. I left and returned within 20 mins with video showing my head unit isn’t working properly still. The employee said the head unit needs replacing, stapled his card to my invoice, wrote Subaru’s cust svc number on the back and told me to call them, give his information and that they would take care of it. Verbatim. I called and did as told that same day and was told to wait for a call for scheduling. I waited several weeks, heard nothing so tried several times to get back in touch and was finally told Subaru was willing to pay a portion with me owing 1k. I emailed Rob B****** (the employee) and asked for his help and he immediately called and told me that yes he did say that, but it wasn’t what he meant. I’m sorry, but you can’t tell someone you will take care of it and not mean that you’re going to take care of it. I was very nice about this entire situation, but I was told they would take care of it and I believe it was just to get me to leave. There is a class action lawsuit regarding this also. This is my 5th Subaru. They need to do the right thing and do what they said.

  Business response

  11/21/2023

  Please see response from Service Manager

  Dear Mr. C*******,
  
  
  We're in receipt of your letter dated 11/20/2023 regarding ********* *********'s Subaru Outback. 
  
  
  Mrs. ********* states in her letter, "I took it to McDaniels Subaru and paid for them to check it out completely and was told everything worked fine, including all safety features and head unit." This is partially incorrect.
  
  
  On 5/24/2023, Mrs. ********* brought in a 2019 Outback to McDaniels Subaru and requested a basic used car inspection. We charge one (1) hour at $149.00 to give a customer, usually looking to purchase a preowned vehicle, a general condition report, which I have attached below. With over 32 computers in an Outback and approximately 30,000 parts, it would be impossible to test every component of a vehicle, especially in one hour. This basic inspection checks light bulbs, tires, fluids, belts, suspension, shocks, etc., mostly "wearable" items. If the horn was operating properly during the inspection we would not check it further or mark it as needing attention, per the legend below. There were no Check Engine or warning lights on the dashboard and the radio unit and eyesight system were functioning properly at the time of the inspection therefore it was not noted as a deficiency. The repair order stated, "Customer reports: Perform used car inspection." It DOES NOT state a diagnosis for a faulty radio unit or eyesight system.  
  
  
  
  
  
  
  On 10/02/2023 Mrs. ********* brought her vehicle back and stated the maps zoom in and out by itself and the radio switches screens. We performed a diagnosis and a software update, usually a charge of $149 but we did it for free. (Apparently the software update did not correct the issue, hence the radio needing replacement.) She also stated the Eyesight system goes off but nothing is there." The windshield is aftermarket, and like most vehicles, it will not perform as well or calibrate like the original equipment from the manufacturer, Subaru. Again, we did not charge her the $149 diagnosis fee to test the windshield and Eyesight system, we did it for free. 
  
  
  Mrs ********* states in her letter, "I contacted Subaru of America and I was told to take it in for inspection and IF OUT OF WARRANTY MAYBE GOODWILL ASSISTANCE COULD BE PROVIDED." These are her words in the complaint from her conversation with the manufacturer. Notice that her quote is "could be provided" not "will be provided." The Service Advisor, Rob B******, gave the customer a phone number to Subaru of America to contact for assistance as this is not a decision the dealership is able to make. If we at the dealership could make the decision there would be no reason to give her the phone number to Subaru's Customer Advocacy Department. 
  
  
  Like many car manufacturers, Subaru's basic new car warranty is good for 3 years or 36,000 miles, whichever comes first. This is the warranty that would cover the radio system. The Powertrain warranty (engine/transmission) is 5 years or 60,000 miles, whichever comes first. The vehicle was 4 years old with 60,033 miles on it when it came to us for these issues, well outside the 3/36 coverage period. Car manufacturers don't let dealerships override their vehicle warranties. They don't make exceptions. They CAN offer "Goodwill assistance," hence the reason we referred Mrs. ********* to Subaru of America (SOA). But this is SOA's decision, not McDaniels Subaru. The radio unit is approximately $2,600. SOA offered to provide $1,600 towards the replacement of the radio unit, leaving the balance of $1,000 for the customer to pay as the car is no longer under factory warranty and hasn't been for the past 24,000 miles it was driven. They are currently not required by any law to make any repairs free of charge after the warranty has expired. They offered the $1,600 as a Goodwill gesture to the customer. 
  
  
  As for a class action lawsuit, I'm not familiar with nor did I even know there was one, so I can't speak to it. Manufacturers don't usually inform dealerships of a lawsuit/litigation until after a settlement is reached and not at all when they're dismissed. 
  
  
  In closing, McDaniels Subaru has served the communities of the greater Columbia area since 1988 and enjoys an A+ BBB rating. We strive very hard to please every customer every time but some matters are outside of our control. I'm apologetic that Mrs ********* is not pleased with the warranty on her vehicle or Subaru's decision on how much they're going to cover after the warranty has expired, however this is not a McDaniels Subaru decision. If you have any further questions, you are welcome to contact me at the below number or email address. 
  
  
  Thank you,
  ROBERT L*****

  Customer response

  11/21/2023

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

  While Mr. L***** states that my information regarding the inspection I paid for in May 2023 was partially incorrect, I will beg to differ because the reassurance about the safety features and head unit was done verbally as I asked the gentleman (do not know his name) upon receiving my invoice if those things were working as they should and was told yes. That may not be documented on paper, but it was absolutely asked and absolutely answered, as I said.

  I do not care about the windshield. Let me be very clear, though, I do believe someone should have let me know during the inspection in May 2023 that it was aftermarket and may not work appropriately with the eyesight safety features since I was VERY clear that the safety features, navigation, etc. were literally the only reason I was upgrading to a newer model.

  Not once did I ever say that I expected Subaru to do anything for free that day and I acknowledged my appreciation before leaving the first time that they did my little software updates for free.

  When I left and realized the problem was still persisting, I drove back to the dealership with video showing one of the issues and was told that the head unit needed to be and was told VERBATIM by Mr. Rob B******, as he stapled his card to the invoice and wrote the SoA number on the back, “call this number, give them my information and we will take care of it.” Had he not said those words I would have never assumed it would be taken care of. He admitted he said exactly that after I emailed him asking for his help after all of this commotion began. Read the emails. Do you have video surveillance in your service department? Maybe you can pull that footage because I am not a liar and I’m not partially correct or incorrect. These things happened exactly as I have stated.

  I called SoA immediately upon returning home and was told to wait for a call for scheduling. I never received a call and I don’t need to say all of this information again because it’s in my initial complaint, but my complaint isn’t with SoA or their goodwill offer.

  McDaniels Subaru has a 2.5 star review on yelp, btw. I am positive that the majority of people do not advocate for themselves because it’s such a pain, so that’s probably why your BBB score isn’t lower than it is. I will always advocate for myself because I believe in being treated fairly and I believe in people following through with what they said they would do.

  My husband and I have been loyal Subaru customers since 2008 and 2 out of 5 of the Subaru’s we have owned were purchased brand new from your dealership. It’s honestly really disheartening that this is even happening. Maybe Mr. B****** messed up by telling me it would be taken care of, but I have asked many people how they would have taken those words and they all agree that if they were told what I was told they would have assumed it was being taken care of and they’d feel exactly the same as I do. Period.

  At the end of the day, this isn’t about the good will assistance that was offered. This is about being told by an employee at McDaniels Subaru to call a number, give them contact information and it would be taken care of. Had those words never been said to me this complaint would not exist.

  I believe in putting good out into the world and I believe in being a good human and I believed that Subaru stood for everything I feel like I am as a person. I currently do not feel like Subaru cares about loyal customers. It isn’t about the money to me. It’s about the principal here and following through with what was said to me. If we can’t resolve this in the manner I was told by Mr. B****** then I will be done with Subaru. I’m just one customer anyway, right?

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

  Business response

  11/27/2023

  We stand by our original response dated November 21st. 
  
  
  We provided a written Multi Point Inspection to the customer and there were no warning lights illuminated or Diagnostic Trouble Codes for any system during the time of the inspection. We can only base an inspection on what is wrong with the vehicle at the time of the inspection. We have no way of foreseeing a future problem with the vehicle. They were working as intended at the time of inspection. 
  
  
  We're empathetic of Mrs. *********'s unexpected expense however, she purchased a vehicle that is 4-5 years old, not from our dealership, (where we offer extended warranties) and where the factory warranty has long expired. Our Service Advisor is a Sr. Advisor, has been with us for several years and an Advisor his whole life. I'm sorry that the communication was misunderstood or misinterpreted but again, the offering of Goodwill is 100% solely the manufacturers decision. We can not override, change or alter their decision. 
  
  
  Regardless of what Mrs. ********* thought she heard from the Service Advisor, the fact that we're referring a customer to the manufacturer, (Subaru of America) should tell a reasonable person that it's not our decision on how much, if any, of the expense they are going to cover. If it were our decision, we wouldn't have referred her to someone else. 
  
  
  Subaru (SOA) generously offered to pay $1,600 of the Infotainment system or 61.5%. SOA has no obligation to pay anything at this point since the vehicle is outside of its factory warranty. Mrs. *********'s only recourse in this matter is to contact SOA again and ask for more than what they've already offered. Again, their decision rules, not mine, or the service advisor so whatever they decide is what she will have to accept or decline altogether. 
  
  
  Thank you, 
  Robert C. L*****

   

• Initial Complaint

  08/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  l Stephany I would give her a call back in a few minutes, so I could keep my decorum. I told Stephany that I would purchase my own ****** to prove no one else has worked on my car and bring them in on 08/31/23, if no solution was offered after that I would contact a lawyer. She immediately stopped me and told me she could no longer speak to me. I have my father call the dealership and speak with Mr. J** to see what solution could be offered after that point, they immediately shut him down and say there is no solution and they would not speak to him. I have not had one good interaction with Mrs.B**** or this dealership. They refuse to be wrong and refuse to admit their mistake.

  Business response

  09/11/2023

  FROM GREG J** - SERVICE MANAGER

   

  Ms. **** drove her vehicle into the service lane on 8/29/23 and presented with the concern that her oil pan drain plug was stripped and that her engine air filter box had been stolen from her vehicle during her last service visit in 2022. She stated that she had just gone to **** * Oil Change and they told her that her oil pan was cracked, the drain plug was stripped out, and that they couldn't work on her vehicle. I agreed to at least bring the vehicle into the shop to take a look at it to see if there was anything we could do to help her.
  
  
  During her last service visit in June of 2022, we replaced her oil pan with a new OEM oil pan. The new oil pan comes from the manufacturer with the drain plug already installed and properly torqued. We also noted on her inspection that the engine air filter box was missing and recommended replacement which was subsequently declined. During this most recent visit, upon inspection, my technician found that the oil filler cap was not installed and was instead sitting on the windshield cowl. He found that several hoses in the engine bay were aftermarket parts (non-OEM) with incorrect connectors/fasteners, the exhaust had been disconnected, and the drain plug that was currently installed was an aftermarket drain plug and was double gasketed. New OEM drain plugs are either black or brushed nickel in color with no labeling on them and Ms. ****'s drain plug is polished silver and blue with the letters KKB stamped on it.
  
  
  Upon notifying Ms. **** that there was evidence of outside influence she immediately mentioned that she was going to contact a lawyer, at which point my advisor notified her that due to the mention of retained counsel, she was no longer allowed to continue the conversation. Ms. ****'s father then called the dealership and spoke with the service manager. During this conversation the service manager again explained that there was evidence of outside influence - this just means that there is evidence of someone outside of the dealership performing work on the vehicle. Due to the evidence of outside influence any approved repairs or service would be the customer's responsibility to pay for those services out-of-pocket. 
  
  
  In summary, we would be happy to repair Ms. ****'s vehicle but because someone outside of the dealership has clearly been working on the vehicle, unfortunately, we will not be repairing her vehicle for free.

  Customer response

  09/11/2023

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

  As previously stated, I would provide documentation proving that no outside work has been done on my car. If an aftermarket part was present, it is because your service department failed to replace the oil pan and drain plug the first time. I did threaten to obtain legal advice because your service department continues to exhibit questionable business behaviors. I share this experience with many other customers. I hope internally this issue is dealt with. I have no desire to ever go back or pay McDaniel’s VW anymore m****, I have since found a shop that provides a pleasant experience and provides visual reassurance that the work has been completed, something I should have obtained after my first visit to McDaniel’s VW. It seems every response from McDaniel’s places the blame on the customer, instead of reflecting internally and questioning how to practice better business, integrity, and accountability.
  
  Best Regards,
  
  *** ****

• Initial Complaint

  08/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  An original email was sent well over a month ago with no response from the general manager. To include more details, the car was original purchased by ****** *******. All service has been done under my name for both this dealership and the one mentioned below. I am looking for a detailed report to include what services were performed on the vehicle as it was mentioned that despite having an additional warranty - only oil and filter changes have occurred. Please include parts and what is the standard practice of the company to do during that procedure. The previous email is below: Mr. Rubin, I am writing to express my extreme displeasure with the Service Department of Audi Charleston. I purchased my vehicle in November of 2019 and had great hopes that I’d made a good decision. I purchased the additional service warranties and beyond a 9 month move to Memphis, TN, have only had my vehicle serviced here. Today, I arrived for a regular oil and filter change service and learned that a major maintenance should have occurred almost 2 years ago. I’ve been to this dealership at least 4 times before today and was never made aware of this. My last service occurring just last month included a complete fuel injector replacement. This service cost nearly $2300.00 and what was mentioned today could have been added on without an issue. This, however, was never mentioned to me. It is important that my vehicle received all preventative maintenance to preserve the vehicle “life” expectancy and cannot do so if the service department is not going to make me aware of what is going on. In that time, I’ve had what should have been several multipoint inspections, but not one person has mentioned the grades of the vehicle and it’s parts or mentioned the brake fluid could be low since they squeak sometimes. I am really doubtful of the integrity of the department and regret my decision of purchasing here. Respectfully submitted, ******* ** ********, Esq.

  Business response

  08/25/2023

  To Whom it may concern,
  Thank you for providing the platform for our client to relay their concerns. I have reviewed their statement and have examined and attached a copy of the vehicle repair invoices. I find no negligence in the part of the Audi Charleston service team. Vehicle owners are responsible for the proper upkeep and maintenance of their vehicles. If clients wish to decline recommended services we are not responsible for the results of that decision.  For detailed vehicle maintenance we recommend clients consult their Warranty & Maintenance booklet or visit ****************
  Thank you, 
  David M***** 
  McDaniels Audi Charleston Service Manager
  
  

  Customer response

  08/25/2023

  
  Complaint: ********
  
  Please confirm whether spark plugs were installed in the repair kit for the fuel injector service. As it was relayed that this was apart of the intermediate service which should have been addressed during the repair a few weeks prior. 
  
  Sincerely,
  
  ****** ********

  Business response

  09/01/2023

  The spark plugs were not replaced when replacing the fuel injectors. In reference to the repair invoice # *******, The client brought the vehicle in for the diagnosis of the check engine lamp. The technician found: Fault P219D present for the cylinder number 2 misfire and cylinder number 2 contribution/balance. Inspected the intake valves for carbon build up, found excessive build up present. Recommend replacing cylinder number 2 injector while intake manifold is off due to contribution/balance fault code. - replacement of spark plugs was not a recommendation to resolve the concern of the check engine warning lamp. 

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2011 VW Touareg in for a diagnostic on a check engine light and some issues I have been having with my overhead courtesy lights. I had an appointment at 2 pm on 4/5/23, which I arrived for promptly. I was quoted a 1 hour wait time as the diagnosis should have been relatively straightforward. I waited over three hours for my vehicle for just a diagnostic. I ended up leaving the dealership around 5:30 pm to meet my brother. After about 20 minutes of driving, I noted that my center armrest felt wrong. Upon further investigation, it appeared that someone had broken it and attempted to put it back in place. I immediately called and spoke with my service advisor Rashawn, who agreed I should bring the vehicle the following day to inspect the damage. I arrived around 9 am on 4/6/23 and spoke about the damage with Rashawn and the service manager, Greg. Everyone agreed that the armrest was damaged and that a replacement would be the only way to fix it. I explained that when I had dropped the vehicle off the previous day, Rashawn had sat in the vehicle on the driver's side so that I could show him the issues I was having with the courtesy lamps. Greg took the lead in the conversation and stated that no notes were made about the condition when the vehicle was dropped off and that they have a "high mileage" disclaimer that indicates that they are not responsible for additional damage caused while in their possession. I have been in the automotive repair industry for ten years and am a licensed auto damage appraiser in South Carolina and 20 other states. I am very familiar with these types of disclaimers. They protect the techs when working on old vehicles and if something related to their work is damaged due to age or wear and tear. This disclaimer does not protect the tech when they damage something unrelated to the work, such as my armrest. Please see the included documents and photos. Feel free to reach out to me with any questions. Thank you, ****** *******

  Business response

  04/25/2023

  Mr. ******* was a first-time customer who had never been to McDaniels Autogroup prior to this service visit. As Mr. ******* has stated, he came in for a diagnostic for some issues he was having with his overhead dome light and a check engine light. As discussed at the time of write-up, McDaniels Autogroup charges per diagnostic fee and Mr. ******* requested that we only diagnose those two concerns along with performing a complimentary safety inspection. McDaniels Autogroup policy is to only diagnose issues or perform inspections that the customer requests. With that said, McDaniels Autogroup does not perform a full inspection on every vehicle that comes through the shop. Again, as Mr. ******* stated, we include an indemnity disclaimer on all repair orders for vehicles with over 100,000. Unfortunately, because Mr. ******* had never been to our service department before, we have no service history on his vehicle and can not confirm that his armrest was wholly functional at the time of service. Prior to Mr. ******* filing the BBB complaint, he also contacted Volkswagen Group of America for resolution and due to the reasons above - age, mileage, and lack of service history - VWGoA declined to proceed with a repair resolution for Mr. *******.

• Initial Complaint

  04/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On february 23 2023 my car was towed into acura because my car wouldnt crank. My appointment was at 2 but the car was dropped off at around 11 am, so i called acura around 3 to see if my car was ready no answer so i left a VM, never recieved a call back. So i called back around 4 something spoke to mike he stated he didnt see my car, informed him my car has been there since 11 and my appointment was at 2. He stated he would call me right back, he called back said he found the car and that it was the battery stated he would have to order the battery because they didnt have it in stock. Told him when i sent my appointment the girl told me my car would be ready same day, so he called back and told me the car was fixed but i needed a passenger front wheel bearing. Long story short so i paid for the service of a new battery and the wheel bearing part over the phone to pick my car up before close due to him telling me the part would be in next week an he would call me when it got in. So next week came did not recieve a call, so i called multiple times and left a message with them never received a call back. So i ended up having to get another repair shop to do the service. So i went up to acura to talk to the service manager on march 14, spoke to the service department manager informed him of the situation showed all my paperwork, he stated i would be refunded for the part and labor but he couldnt give me a check due to the man that handle that was out of town opening a new dealership. He stated i should have a check that week he would call me, days went by no check and he never called. So i went back up there March 28 with my father and talk to the sales manager, inform him of the situation he went an talk to the service manager and said the check was in works but waiting on accounting he stated the check would be ready sat. So went back up there again April 1 the sales manager stated he received no check and the service department an accounting was out since it was sat, stated he would call me monday to see if the check was mailed out or the service manager had it. I told him saturday could u actual give me a call back and let me know the status of my refund because nobody is calling me sales manager stated he would. Monday came no call back it is thursday april 6 still no call or my refund check

  Customer response

  04/12/2023

  I recieved my refund from mcdaniels acura
  

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a used vehicle in December 2021 for $11,000. The car's engine blew up after putting less than 5,000 miles on it and they will not do nothing about it. The engine ran fine, oil was full and good, no other issues that we could have known about and then while driving it died. The engine's connecting rod was thrown and cracked the block. Paid $11,000 and we only got to use it for 5 months and just shy of 5000 miles. That's not good business, nor can they be trusted.

  Business response

  06/03/2022

  Business Response /* (1000, 11, 2022/05/25) */ ***** ***** purchased a 2013 Hyundai from McDaniels Acura back in December 2021 with 100,967 miles. The unit had been fully service and was working properly at time of delivery. Mr ***** knew he was buying a unit that was sold AS IS. He was offered a warranty that he admits he declined at time of purchase. He called the store and asked if we could cover the engine replacement for his car. I told him that his car did not have a warranty and researching carfax looks like he has never changed the oil with over 5k miles since his purchase. He admitted the oil has never been changed or any service since purchased in December. I offered to help locate a used engine at our cost to him if he would like but the cost he would be responsible for. He said he would let me know but no return call has been made to me. McDaniels Acura stated clearly that there was no oral or implied warranty on the unit. Otis M*****, General Sales Manager Julie Liptak, Corporate Controller

• Initial Complaint

  03/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My husband and I purchased a preowned vehicle from this dealership. The salesman told us that the vehicle had several features such as adaptive cruise control and lane change detection. After we took delivery of the vehicle we found out that the car did not have either of these features. The salesman apologized and sent us on our way without giving us any paperwork other than a temporary license plate and registration card. We signed several different documents while in the finance office at the dealership. However, the finance manager refused to provide us with copies of any of the paperwork that we signed. We also have no paperwork on the warranty that is supposed to be on the vehicle. When I asked for a copy of the paperwork they only gave me an unsigned blank purchase order. We really need assistance in obtaining copies of the documents that we signed and the warranty information. The representatives of this dealership have been terribly unhelpful and blatantly deceitful.

  Business response

  03/21/2022

  Business Response /* (1000, 8, 2022/03/14) */ Contact Name and Title: JULIE L***** - CONTROLLER Contact Phone: ************ Contact Email: ***********@MCDANIELSGROUP.COM Chad M***** - General Sales Manager reached out to the customer and spoke in detail with her and made sure we got all the requested paperwork copied and sent to her for her records

*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. ↩