ComplaintsforVandergriff Acura

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 1, 2023 I bought a Certified Pre-Owned 2021 Acura T*X with an additional extended warranty. It currently has less than ****** miles so it is still under factory warranty, CPO warranty and the extended warranty. The CarFax when I bought the car was clean. My car is currently at a repair facility for collision repairs unrelated to this complaint. In the process of disassembling the rear end of the car, the facility has uncovered evidence of shoddy and incomplete repairs that occurred prior to my purchase of the car. Issues are centered around the driver-side taillamp pocket. This panel has s**** threads welded to it so that the taillamp can be mounted to it. These threads are broken off, and they were G*UED back onto the panel. There is also unrepaired damage on the * quarterpanel in areas obscured by the foam weatherstrip. The prior repairer also failed to remove plastic mounting clips prior to painting the car, so the clips are painted over. Due to the unrepaired quarterpanel and the ill-fitting taillamp, there are water intrusion problems and there is rust on the floorpan. This is a major problem as the rust is right by the fuse box, so there is risk of electrical issues.

  Business response

  09/05/2024

  While we do sympathize with the customer, the vehicle was purchased as a pre-owned vehicle over a year ago from us. The vehicle passed all certified inspections in our shop and the Carfax was clean. We were not aware of previous repairs done on the vehicle prior to arriving to us. We will not be able to cover any of the repairs. 

  Customer response

  09/05/2024

  Complaint: 22177308
  
  I am rejecting this response because:

  ***** the service manager reviewed the service records for my vehicle and advised that the battery had been replaced prior to my purchase of the car. As you can see in the photos, during battery replacement the dealership should have seen one or more signs of poor quality repairs including: A. the rust on the floorpan, B. the fact that glue was used to reattach threads to the sheet metal behind the driver side taillamp. They should have seen this because interior trim panels must be removed to access the battery. 

  My complaint is that this vehicle should not have been sold as an Acura Certified Pre-Owned vehicle due to its condition. Due to this error, I believe Vandergriff Acura is responsible to rectify this costly situation. The $2,200 estimate for repairs is attached. 

  Vandergriff's current response is that they weren't aware of the damage prior to selling the car and hence won't cover it. I recognize they're humans and they failed to notice the damage. We make mistakes. However this misses the point.

  The real question here is: "If Vandergriff had been more thorough or careful and they *did* notice this damage, WOULD THEY HAVE SOLD THIS CAR AS A CERTIFIED PRE-OWNED CAR?" Unless Vandergriff employees are unethical, that answer is obviously no. Nobody in their right mind thinks it's acceptable for previously welded metal parts to be glued back together. 

  It is on this basis that I believe Vandergriff is responsible to make this right by reimbursing me for the cost of the repairs. 

   

  
  
  Regards,
  

  CK

  Business response

  09/06/2024

  Again, the vehicle was sold over a year ago, and when we sold the vehicle, the vehicle met all certified checklist standards for an Acura to be certified. We will not be covering any cost of repairs.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  May 12th, 2024 I bought a 2015 ****** 4Runner used they added a warranty on the vehicle for $3,100.00 that we do not want so I have been trying to get in touch to cancel since then and cannot get anyone on the phone. Also, we went to buy a tag and was charged $1,350.00 by the dealership and only owed $803.75 and want the refund for the over charged amount for the sales taxes for our tag which is $546.25. I have called multiple times throughout the days for over the last month have sent emails and text messages and cannot get ahold of ***************** the sales manager that is the only person who they claim can help me but will not talk to us.

  Business response

  07/19/2024

  We sent a check in the amount of $1335.15 to Dealerdoc for the out of state title work to *******. We have yet to receive a refund from them or an amount showing how much the title work was. We emailed them today to follow up about how much the actual cost was and to ask if they will be sending a refund of any so that we can provide it to the customer. 

  For any warranties that the customer wants to cancel, you may call MPP which is the company the warranty is through to cancel. That number is **************. The dealership does not process cancellations.

  Customer response

  07/29/2024

  Complaint: 21959725
  
  I am rejecting this response because:
  They still have not contacted me with any information about the refund I have messaged and ask them and no response. 
  Regards,
  
  *******************

  Business response

  07/30/2024

  We did receive the refund that came back to us for the overages that were paid for the title work in *******. It was in the amount of $502.20. Since there is a lienholder on the vehicle, the refund check has been sent to them. I have attached a copy of that check to *********** Auto Finance. The amount will go back to the principal balance on the loan.

  Customer response

  08/03/2024

  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.
  
  Regards,
  
  *******************

• Initial Complaint

  06/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  2023 ***** Civic SI bought in ******Attached is my documentation of the events as they have transpired from the beginning.We need communication and progress on the title for the vehicle we bought.Currently all we know is it is "In Process" with Vandergriff Acura through what they are calling a 3rd party. We need help to get the title or find out the status and why it has not been processed and why they do not communicate with us or **** of ********** information is: ***************************** ************************************************************** --- ************ --- ********************* The dealership is:Vandergriff Acura - Address: ************************************************************************** - Phone: ************** or ************** - Products and Services: vandergriffacura.com

  Business response

  07/03/2024

  We do apologize for any delay in communication or miscommunication.  Initially we had the incorrect number and email for the customer. We are now in contact with the customer and have provided answers to his questions. We have also told the customer what we are needing to proceed with titling. 

  Customer response

  07/03/2024

  Complaint: 21905081
  
  I am rejecting this response because: This issue will not be resolved until we receive the title requested for the vehicle bought and paid for.
  
  Regards,
  
  *****************************

  Business response

  07/05/2024

  I understand the customers concern over receiving the title. We are already following the proper process to get him the title and there is nothing further we can do.

  Customer response

  07/05/2024

  Complaint: 21905081
  
  I am rejecting this response because: As mentioned before, this will not be resolved until we have the title in hand. Once we have the title I will close this as resolved.
  
  Regards,
  
  *****************************

  Customer response

  08/01/2024

  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.

  Yes we just got the title and this issue is resolved.

  Thank you to everyone at the BBB for helping to get this done, not sure it ever would have happened without your help.

  I have also contacted the proper people at Vandergriff and let them know as well.

  
  
  Regards,
  
  *****************************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a car on Acuracertified.com, I signed all the documents. I got an email confirming the purchase and the delivery date(attached). There is a pending charge against my credit card(attached).When I called the dealership, they told me there is no record of the transaction.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the time of me purchasing my vehicle from Vandergriff Acura in 2022 I purchased the extended warranty (Mechanical Protection Plan) because I knew I would be doing a lot of driving because of my Job. The plan covers a multitude of issues including the issue I'm facing now which is my radiator, fast forward to today I was having issues with overheating on my car and had to have it towed to the dealership. The service team discovers that I have a hole in my radiator and are in need of a brand new radiator, they are now trying to make me pay out of pocket because they deem it as "outside influence" even though I've done nothing but simply drive my car to work everyday on our regular highways and its covered within my extended warranty. I bought this car brand new from Vandergriff and bought the extended warranty based off what they suggested and advertised to me. I want them to now honor what I paid for through my warranty and cover the cost of the repair.

  Business response

  06/10/2024

  Initially we thought the radiator damage was caused by outside influence. Once we removed the radiator however, MPP was able to determine that it wasn't outside influence and they covered the repair cost.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2015 acura tlx 5/2023 within 1st month, transmission went out, 3rd month I had to Purchase a motor $4k out of pocket, 5th month transmission went out again, but replaced it again, 8 month transmission went out again, now the car sitting in my driveway and I'm paying monthly notes. Vandergriff Acura doesn't want to take responsibility for selling a lemon to a 20 yr old kid. This needs to be investigated. All I asked for the dealership to do right and take the freaking car back. Is there some type of law regarding this type of situation.

  Business response

  04/26/2024

  While we sympathize with the customer's situation, the vehicle was a pre-owned purchase. Unfortunately, there is a risk when purchasing all pre-owned vehicles that issues might arise due to age and mileage. I do see that in October of 2023 the engine needed to be replaced. Acura helped with the cost and the customer was out $4,000. I also see that the transmission went out two months after that and was replaced by MPP with another used transmission. I show that 6100 miles later that transmission went out. We can't take the car back but we are willing to split the cost of a brand new transmission with the customer to help ensure a longer life of it. We would also be willing to split the cost of a pre-owned transmission with the customer, but there is always a risk with a pre-owned one.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The dealership told me a vehicle that had multiple accidents, but did not offer an accident report at the time of the sale of the vehicle seeking adjustment in the price of the vehicle

  Business response

  04/23/2024

  I have taken a look into your deal file, and did find the vehicle's Carfax signed and dated at the time of sale. I will include that in the attachment. The Carfax does disclose the accidents and there was a customer signature. I have highlighted this information for your review. We will not be able to offer any sort of compensation for the depreciation of the vehicle, as it was a pre-owned vehicle sold as-is with the Carfax included. 

  Customer response

  04/24/2024

  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.
  
  Regards,
  
  **************************

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased a 2018 *** Yukon Denali on 2/28/24 at Vandergriff Acura. At the time that we were about to sign the contract, I requested that a "We Owe" was completed because we were concerned about several issues with the vehicle and we specifically stated the running boards were not engaging completely when the doors opened and closed, the scratches/dents all around the truck and the sunroof that had a bulging piece handing out of it. We spoke with "Cal" who introduced himself as the Used Car Manager of Vandergriff Acura. Cal along with *************************** and **************** (finance) were in the office the night that we discussed our concerns with the *** Yukon Denali. *** stated, "I will check them and if there is anything wrong, I WILL FIX IT!". On the "We Owe", Cal put "check running board, replace the rubber on sunroof, touchup scrapes or passage top parts" on the form. We contacted Vandergriff Acura several times to notify them that the truck would not start and that the running boards were stuck on one side and would not come out on the other side of the truck. Vandergriff Acura refused to tow the truck in at their expense initially stating that the mileage made it out of warranty. Finally, after several phone calls they agreed to send a tow truck out to pick up the vehicle. Upon the tow truck driver arrival and review of the truck, he pointed out that the tires had slits in two of them. I spoke with ************************* (service manager) about the all of the truck issues including the We Owe and what *** promised us that he would honor. Later, I learned that Cal had been terminated and that ***************** was now the new used car manager. ***** contacted us and notified us that the motor on the running board had completely failed and that the New Manager ***************** stated "I am not replacing that". I called ***************** and ************* on 3/19/2024 to explain what the previous ********* manager had promised us but neither would not return my phone calls.

  Business response

  03/22/2024

  After reviewing the we-owe and speaking with the General Manager about your concerns we would like to apologize for any confusion or mis-information. We are willing to replace the running boards with the standard (non-powered) running boards and we will cover the cost. If you'd like the powered running boards instead, we would be willing to cover half of the cost of those. The total is $1800 for that, so we would cover $900. 

  Customer response

  03/27/2024

  Complaint: 21461992
  
  I am rejecting this response because: This is NOT what Cal (the manager) at the time promised us. We do not want modifications to the vehicle as our vehicle warranty will reject any future claims on modifications to the vehicle. We want Vandergriff Acura to replace the side boards as promised when we were refusing to sign the contract. 
  
  Regards,
  
  *********************************

  Business response

  03/27/2024

  The We-Owe states we would check the running boards, which we did do. The We-Owe is what we are going off of. The general manager is agreeing to replace the running boards with the regular ones (non-powered), or pay half on powered running boards. This is all we are willing to offer.

  Customer response

  03/27/2024

  Complaint: 21461992
  
  I am rejecting this response because: ***************** contacted my husband on Saturday, March 23, 2024 stating that he would replace the original running boards with original automatic motor as we requested. The conversation was witnessed by a 3rd party. 
  
  Regards,
  
  *********************************

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle on January 22, 2025 from Vandergriff Acura in Arlington *****, as soon as I drove off the lot about 5 hours later the service engine light came on , I took the vehicle back the next day , they gave me a rental and took the vehicle to ******** to be checked out, I purchase a warranty and they refused to repair vehicle because they said that *********** Acura had the vehicle in to be looked at in November and knew that the head gasket was blown on the vehicle and did not have it repaired and sold it to me any way ,

  Business response

  02/13/2024

  Upper management was made aware of this situation and we have addressed it. The customer was backed out of the car deal. 

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle on 9/18/23. Listed at a price of $37,999 on the dealers website and also on a third party page truecar.com for the same amount of $37,999 . But cars sale price was changed to $44,006 prior to any sales tax or fees. No service was performed or accessory's added to suffice for the additional $6,007. Deal # ****** and stock number # KZ136129. Advertisement was showed same day 9/18/23 of the sale to *****************************, especially because the vehicle was not on display they had to bring it from the backroom. It did not even have a window sticker, was told it was a new arrival. The current contract has a date of 9/26/23 because the interest rate had been lowered, original sale of the vehicle was 9/18/23. Provided copies of both contracts in the attachments , they have the same sale price just different APR rates. I am seeking a refund on the additional $6,007 and the sales tax charged on this additional amount.

  Business response

  01/15/2024

  ************,

  I pulled your deal to look at the original pencil that you signed outlining the selling price of the vehicle and any dealer adds. I will attach it below. The write up that you signed shows the price of the vehicle at $37,999 as you mentioned. The Dealer adds were $4,472 bringing the price of the vehicle to $42,471. This matches what was on your Purchase Agreement. You purchased Club Plus for $1,535 as well. Added up this all brings you to the $44,006. 

  I've reviewed all of the documents in your deal, and you signed all of them which outlined these terms. We will not be able to offer a refund.

  Customer response

  01/16/2024

  Complaint: 21145048
  
  I am rejecting this response because:
  In regard to the file attachment (**** PENCIL) it was showed to me one time in the showroom. But from there on I never saw it again or received a copy, hence the reason I couldn't confirm what I was been charged for. From this same paper with the charges of added accessories, I have doubts if any of the dealer prep or installations was performed. The such called wheel locks $296.00 where never installed see attachments, nor was I given a wheel lock key. The window tint $399.00 was previously already equipped dating back to the original sale at classic Chevrolet from the vehicle report. And can clearly see it on stock photos at gowestautoauctions see attachment and can also see the exact same wheel nuts currently on the truck. And from the previous dealer family ****** see attachment you can see the tinted windows. These are ************* a can confirm that where not added here at *********** Acura, for the other I can not confirm unless provided with a invoice of work done or parts added. For the other attachment (**** BUYER ORDER) I was never showed this purchase agreement at any time there for it has no signature. For the **** PASS it was offered to me on 9/18/23 by *********************** but I declined. Not only after it was offered at no cost by *********************** the finance person if I purchased the *** service contract listed on the both sales contracts. Hence there is no mention or description on either the sales contract or the attachment (**** PENCIL) of the **** PASS. It is mentioned in the attachment (**** BUYER ORDER) witch was never showed or signed. 
  Regards,
  
  *********************

  Business response

  01/18/2024

  We have issued a refund in the amount of $4,472 (dealer adds) which will go to the lienholder and be applied directly towards the principal balance of your loan.

  We will not be issuing a refund for the Club Plus. Here are the documents including the buyers order, and the Club Plus agreement showing your signatures, for your records. You are able to call MPP and cancel the Club Plus and the remaining balance will be refunded to the principal balance of your loan. 

  Customer response

  02/27/2024

  Complaint: 21145048
  
  I am rejecting this response because:

   It has been 41 calendar days, and the refund amount of $4,472 has NOT been issued by you Vandergriff Acura. I have called the lienholder and they have confirmed they have not received anything on your behalf. I did as you said and called MPP and cancelled the Club Plus. MPP has issued a refund of $1,323.94  for the Club Pass in 10 days. See image for refund issued 1/29/2024 by MPP. The refund of $4,472 you claim you issued on 1/17/24 is nowhere listed or applied.  
  
  Regards,
  
  *********************

  Business response

  02/28/2024

  ************,

  I do apologize for the information you are receiving from the lienholder but unfortunately that information is not correct. We did in fact issue the refund check in the amount of $4,472 on 1/17/24. Here is a copy of the check. On our end the check shows it was cashed by ******************,your lienholder, on 1/23/24.  Our hands are tied as we've completed what we agreed too on our end and the lienholder did receive and cash the check. 

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