ComplaintsforAcura of Memphis

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 08/16/24 we took the 2021 ***** 1500 Silverado OOT that was purchased for Acura of Memphis the vehicle was purchased used however was supposed to be certified that no prior customer elements were still attached to the vehicle such the prior customers information logons pswds etc well this was not the case we found out when we went to set the Nav system and connect and hit and enter key and the vehicle went into "Valet Mode" and has been stuck in this mode every since. This is a code that no one in m family set-up on this vehicle and has never adjusted on this vehicle once in this mode the vehicle will not accelerate over certain speeds as it should when on the highway nor will the satellite or dash work or radio it locks down the vehicle. This is something that should have been cleared off prior to the vehicle being sold not something we find out hundreds miles away from home. Then when I return I cannot get the vehicle out of this mode an when but a dealership that wants to charge me over $200.00 I've contacted Acura of Memphis several times and left VM with Mgmt. and no one has called me back it's not their problem they've already sold he vehicle and don't care they're negligence is costing their customer and going to cost them any future sales from this customer and anyone I can tell.

  Business response

  09/19/2024

  Good afternoon,
  
  
        I am following up on a message you sent regarding the valet mode on the 2021 Silverado you purchased. I have included a link to show you how to operate that mode. It appears to be a code that you would have had to enter into the car manually, not a code stored from a previous owner. Someone must have entered a code to lock it recently, so if you do not recall the code, you may need to contact *********. We do not have the ability to access that information, and since this occurred several months after purchase, it was not an issue that would fall under our responsibility. Please take a look at the instructional video, and you may be able to resolve it on your own. If there is anything else I can do to help, please feel free to reach out to me. 
  
  *******************************************
  
  Thank you for your business, and hopefully this resolves your issue.
  
  ***** Blinkinsoph  
  Sales Manager - Acura of Memphis 
  ************ Direct Line 
  Ext 2021
  ************ Cell
  *********************************************************************************
  
  

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 2nd I purchased a 2024 Acura MDX for approximately $60,000. I was told I would receive my owner's manual and the second set of keys within 7-10 days. I have not received the manual nor keys. I have spoken to the salesman, ***************** and Finance Manager. I have made multiple calls. To date no one has called me back nor assisted me with my problem. Please help me get the manual and the second set of keys.

  Business response

  04/18/2024

  To whom it may concern, 

   

   want to extended my sincerest apologies in regards to your manual and second key. We appreciate your business very much, and I will inquire on these items asap. If they are here I will have them sent to right away. If not, I will have them ordered and shipped to you. You can email anytime for follow up. ********************************************. 

  Kind regards, 

  **********;

   

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is regarding service that was done to my vehicle. When I went to pick it up, my service advisor was gone for the day. A different service advisor had to go and locate my paperwork at the original service providers desk when I came in he was watching a basketball game on his computer. He did not acknowledge my presence. I went to the cashier she asked him to locate my paperwork when he gave the paperwork to me he threw it across the desk and I spoke to him and said you did not have to throw it at me and he said lets not make a problem out of this and I said, you already made this a problem when you threw the papers at me, and the cashier was the witness to him, tossing the papers across the desk , I asked what was the service charge on my paperwork that was given because it was not communicated to me by the advisor that wrote my paperwork up. He said I dont know you have to call back. I asked to speak to a manager he stated not one on duty I asked to leave my name for manager, and as of today I have not spoken to the manager. I have left three messages and went to the back dealership to speak with the manager, and still has not spoke to Him or her to charge a customer for something that you did not discuss is unacceptable and it is stealing for services not asked for, as I cannot check out unless the charges are taken off of my ticket I would like to have my money back I would like to have the manager speak with me regarding the conduct of the service advisor that did give my paperwork or shall I say toss my paperwork to me it was inappropriate and rude. If this is the practice, no one should do business with this facility , they steal and treat you rudely. I will make sure not to visit this service department that service advisor name was *****. I have left several messages for the service manager by the name of **** and have even left my phone number. I will make sure to tell everyone I know not to come to this dealership for service.

  Business response

  04/29/2024

  *********************** who is the service manager at Acura of Memphis spoke with Ms. ********************* to come to a resolution about the $21.95 that was charged to her oil change. *************************** who is the service advisor on this complaint also was advised of the complaint's concern. Any action of his from the complaint will be corrected. *********************** will be in contact with Ms. ********************* and the resolution will be handled in a timely manner.

  Customer response

  05/13/2024

  After speaking with ****, he agreed to refund me the service fee that was done that was unauthorized as of todays date May 13, 2024. I do not have this refund. I do not agree unless he can honor what he agreed and also agreed to make sure it was noted in the computer that my vehicle can have service repeated at no charge to me. I will not agree to these terms unless, he can properly give me proof that these things will be done because this was not authorized by myself and this company did these services without my permission. This is unfair professional services, and Mr. **** still did not address the issues that I had with ***** on the day that I received my vehicle from services .  I do not trust that Mr. **** will give me my refund. I would like for them to mail me the check plus taxes and any other fees that were associated with the service that they did unauthorized and put in writing the service that can be repeated so that I can have proof when its time for my vehicle to be serviced.

  Customer response

  05/14/2024

   
  

  From the CONSUMER:

  Sent 5/13/2024 5:14:14 PM

  After speaking with ****, he agreed to refund me the service fee that was done that was unauthorized as of todays date May 13, 2024. I do not have this refund. I do not agree unless he can honor what he agreed and also agreed to make sure it was noted in the computer that my vehicle can have service repeated at no charge to me. I will not agree to these terms unless, he can properly give me proof that these things will be done because this was not authorized by myself and this company did these services without my permission. This is unfair professional services, and Mr. **** still did not address the issues that I had with ***** on the day that I received my vehicle from services .  I do not trust that Mr. **** will give me my refund. I would like for them to mail me the check plus taxes and any other fees that were associated with the service that they did unauthorized and put in writing the service that can be repeated so that I can have proof when its time for my vehicle to be serviced.

  Business response

  05/14/2024

  Anything in writing will be upheld. Please free free to email me directly. ******************************************** Thanks

  Customer response

  05/27/2024

  The response that was given from the dealership, Acura was to only contact the management which I have done. I have email the person that provided their email address. 
  I would like for this dealership to address my concern and provide my return payment that was taken from me without permission, and I also want service fees associated with my service to be given to me and writing, and that my next service will be credited I do not take this dealership at their Word. I cannot utilize their computer to see if it is placed for a credit and I want my refund in the form of a check because no credit has been given to my account. This is the same information that I gave in the email that was provided for me to contact the company.

  *********************

  Customer response

  05/29/2024

   
  

  From the CONSUMER:

  Sent 5/27/2024 1:05:18 PM

  The response that was given from the dealership, Acura was to only contact the management which I have done. I have email the person that provided their email address. 
  I would like for this dealership to address my concern and provide my return payment that was taken from me without permission, and I also want service fees associated with my service to be given to me and writing, and that my next service will be credited I do not take this dealership at their Word. I cannot utilize their computer to see if it is placed for a credit and I want my refund in the form of a check because no credit has been given to my account. This is the same information that I gave in the email that was provided for me to contact the company.

  *********************

  Business response

  05/29/2024

  To whom it may concern, 

  I personally sent an email confirming *****'s free service; which consists of an oil change and tire rotation. So she has that, in writing, in her email. 

  We do not cut checks back for refunds. We refund any payment, in the way it was received. So if she paid by credit card, her refund would have to go back to her credit card. This also protects us against her disputing the charge on her credit card after receiving a refund. We've tried to contact her multiple times to give us the card number or come by the dealership to get the card refunded. 

  She can email *********************************** to schedule a time. 

  Thanks

  Customer response

  06/14/2024

  6.14.2024

  After emailing ************************* and confirming that he has reviewed and spoken with the parties, I am satisfied with my complaint being closed and I thank you for your attention to this matter and also also to the business for making sure that this was corrected and moving forward I hope they continue to treat customers as if they are necessary because their are other options for all thank you.

  *********************

  Customer response

  06/17/2024

   
  Date Sent: 6/14/2024 4:21:08 PM
  

  6.14.2024

  After emailing ************************* and confirming that he has reviewed and spoken with the parties, I am satisfied with my complaint being closed and I thank you for your attention to this matter and also also to the business for making sure that this was corrected and moving forward I hope they continue to treat customers as if they are necessary because their are other options for all thank you.

  *********************

  Customer response

  06/17/2024

  Date Sent: 6/14/2024 4:21:08 PM
  

  6.14.2024

  After emailing ************************* and confirming that he has reviewed and spoken with the parties, I am satisfied with my complaint being closed and I thank you for your attention to this matter and also also to the business for making sure that this was corrected and moving forward I hope they continue to treat customers as if they are necessary because their are other options for all thank you.

  *********************

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my 2021 Acura ILX on June 30, 2022. Since Then, I have had issue after issue with this dealership. RUDE RUDE RUDE!!! This first incident occurred in October 2022. I went to DMV to renew my tags. After sitting in line for 3hrs, I was told my license plate was never transferred over to my new car. Then I go to Acura and instead of communicating what happened, they just ordered my tags and gave me another set of drive out tags. My tags were just given to me on Jan 13, 2023. 6 MONTHS!!!! The next incident was my first oil change. For me to have a luxury car, I have yet to receive luxury service. No one greeted me, communicated the time of service, it was just a ***** experience. The today was the final straw. I hit a pothole and my tire and wheel was completely damaged. Besides trying to charge me $950+, they have no courtesy car, no spare, NOTHING was offered to me. The biggest issue I have is that the service advisor told me I didn't request a spare when I WAS NEVER ASKED!!! I was given some solution that when or if I get a flat, I was to use it as if it was fix a flat and would go from there. NO ONE, NOT THE SALESMAN OR FINANCE PERSON give me the option to get a spare tire. I have had too many negative experiences since I've received my vehicle. I want to just give the car back. This is terrible customer service!!!! I am doing all I can to give this car back to Acura and I will NEVER utilize this dealership again!! I've even called and left a complaint with the corporate office and still NOTHING!!

  Business response

  01/20/2023

  First would like to apologize to **********************, generally speaking tags are handled with in weeks of purchasing a vehicle, unfortunately Memphis has been having a lot of problems in that department so much that it has made national news.  Thankfully you now have a tag and that issue is handled.  I have attached the signed documents that tell you all the protections for your vehicle and the document stating that Acura did not include a spare tire with your vehicle like many other brands.  Knowing that you have damaged a wheel, I can understand the frustration associated with major repairs.  We have a limited number of loaner cars and are reserved for appointments requiring loaner cars, in the event that we had one we would have tried to accommodated you.   Client satisfaction is always the very top of our concerns as we strive to make sure all clients are taken care of to the best of our ability.   Unfortunately due to the current status of the world we have so few cars to provide in the event of an emergency. We are always willing to give you a purchase option on your vehicle if you truly want to sell it, I do know it is a quality car and would make it my personal mission to resolve any future issue you might have.   

  Customer response

  01/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is UNsatisfactory to me. I am just looking to trade my car in elsewhere
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 31, 2018, I purchased my 2nd brand new car from Acura of Memphis. This purchase was a 2019 Acura TLX A-Spec in which I purchased *** insurance for $600. April 29, 2021, I had the car refinanced with ******* ******************** who told me that I should have prorated funds coming back to me from Acura for the *** insurance. I immediately called Acura of Memphis and left a message just to get no return call. After that up until 2 weeks ago, I have called approximately 20 times. I have left several messages with no return call. 2 weeks ago when I called from a different number, I was able to speak with ******* who said that she would have to do some research and call me back. She did not call back. Summation:*** Addendum # G0120641 On 8/31/2018, I purchased *** insurance for $600 with a term of 72 months which would be $**** per month. My car was refinanced after 32 months (**** x 32 = ******) which means that I should be refunded ****** (****** - ******). I would like to be refunded the remainder of the *** proceeds which total $******.

  Business response

  09/24/2022

  I have looked into this complaint and see that the *** policy listed in the complaint was canceled.  I have an email into the department that handles the cancelations and refunds to track the funds.  It is unusual that the refund was not handled with in a 6 week period, and will make sure that this client receives full amount of refund due.   

  Customer response

  09/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as my refund is received within 7 business days. Acura agrees that refund should have been disbursed already.
  
  Sincerely,
  
  ***************************

  Customer response

  10/05/2022

   
  Complaint: 18122030
  
  I am rejecting this response because: Acura agreed to refund my GAP insurance money but has failed to do so.
  
  Sincerely,
  
  ***************************

  Business response

  11/01/2022

  Thank you for sending the proof of paid.  Your refund will be processed and sent to you with in three days .  

  Customer response

  11/02/2022

   
  Complaint: 18122030
  
  I am rejecting this response because: the check that you sent me was for only ******. This is not the amount that I am owed. I would like to receive the full amount that I am owed since I refinanced my car.
  
  Sincerely,
  
  ***************************

  Business response

  11/03/2022

  Sorry that you are unhappy with the refund amount.  We are a in between and don't have anything to do with the amount due.  If you would like you can contact ******************** ******* and they can further explain the refund.  

• Initial Complaint

  11/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle at this dealership a 2014 Acura RLX. Around 33,000 miles I reported to them that I believe something was going on with my starter. The technician said they couldn't find a problem. I continue to encounter that same problem and they continue to tell me the same thing that they could not find a problem with the starter all the while my vehicle was under full manufacture coverage with an extended warranty at that time. Now my vehicle is no longer under warranty and the starter is still doing the exact thing and they admitted now that it needs a new starter and the vehicle is no longer under warranty and it's a cost of $750 plus dollars. I have documentation to support my claim.

  Business response

  01/10/2022

  Business Response /* (1000, 9, 2021/12/10) */ The issues with the customer have been resolved. Acura provided goodwill for a % of the starter.

*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. ↩