Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/11/2024 I dropped off my vehicle on 12/10/24. I spoke with ****** and mentioned "there's a loud screeching noise, I think it might be my timing belt, but not sure, it might be my brakes, if so, I've left brake pads on the passenger seat." ****** said "we'll run a diagnostic." He quoted me around $1500 for the timing belt. I agreed IF that was where the problem was coming from of course I wanted it fixed. That evening ******** contacted me and I reiterated my concern. The following morning ******** notified me the timing belt had been replaced, however, that was not the cause of the screeching, it was my brakes. I spoke with **** then ***** *****. I kept asking them to help me understand why they replaced the timing belt if that was not the cause of the problem and why no one contacted me prior to performing the work. They said I gave the approval. I kept trying to convey I gave approval IF that was in fact the cause of the screeching. I asked ***** if I could speak to the *** Apparently, the ** was I meetings and unable to assist me however he agreed with ***** and the only thing they were willing to do is labor on my brakes ( I provided the brake pads, they were on my passenger seat, just as I mention to ****** during the drop off in case that was the problem.) This situation seems VERY unethical. In addition, ***** left a voice message stating the loner vehicle needed to be returned today, 12/11. I had mentioned to ****** during the drop off that I was in training 12/11-12 and the soonest I'd be able to return the vehicle was late 12/12. ****** phoned me on my drive home from training and I explained the situation yet again, 4th person! I would greatly appreciate your assistance and investigation into this matter. I was SO frustrated during my training and it impacted me. I was crying on my drive home, when I spoke with ****** and when I paid for the bill as the three female assistants can attest. This feels very wrong.

• Initial Complaint

  Date:07/15/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2019 Acura RDX from Goodson Acura of Dallas. I purchased Gap from them. Agreement (VAN0300064006) A few weeks later I noticed that I already had Gap through my car insurance.I submitted a cancellation request from the Gap provider on Jan 1, 2024.Around March they told me that it was cancelled and that they sent the check to Goodson Acura.Since then, I've reached out to Goodson Acura multiple times, they say they will ask the finance department about my refund and get back to me but they never do.Its been about 4 months now and they still have not released my Gap Refund. Its costing me money in interest daily because they have not sent the refund to my loan provider.

• Initial Complaint

  Date:12/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please refer to the attached documentation. Additional documentation will be provided upon request or need. v/r *******************************

• Initial Complaint

  Date:07/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife took my car to Goodson Acura for a headlight that was out. They charged $300 in labor to replace the bulb (which took less than 10 minutes) and threatened my wife that if she left she would have to still pay $180 for them to diagnose the dead bulb. We believe this was a bait and switch as they told us the total plus parts would be about 30% what it came out to, as well as intimidation in forcing her to pay for the replacement. We are looking for a reimbursement and are very disappointed at how they handled the situation.

  Business Response

  Date: 07/07/2023

  The 2009 TSX that *****'s wife brought in has a HID headlight in it which could mean it could be the bulb, ballast, or other parts associated with the headlight assembly. In order to diagnose any repair, we charge $180 as a diagnostics fee that goes towards the repaid should the client decide to move forward with the repair. Regardless of how big or small of a concern, we charge the same diagnostics fee to pay for our advisors and technicians time should the client decides they don't want to move forward. The $180 diagnostics fee did go towards the overall repair.

  In this instance, on the 2009 TSX's, the bulb itself is $170ish dollars and for labor it requires the bumper to be removed and is pretty labor intensive in order to do it correctly by manufacturer's standards, which as a franchised dealer is what we are going to do. ***** and his wife are comparing our pricing to the small mom and pop shop who likely wouldn't have done the repair as the manufacturer suggests or with a original factory part.

  ***** and his wife had a choice on weather to do the repair or not once the true cost was disclosed to them and they still moved forward with the repair with full knowledge of what it would cost and they signed off on a multipoint inspection knowing what their total would be.

  Both myself and *****, our Service Director spoke to ***** about it and ***** told us he wasn't happy with the overall price of the repair.  Given the fact that ***** and his wife had a choice and knew the price upfront, they could have discussed that prior to us doing the repair but they signed off on doing the repair at the price they paid and had a problem with it after the fact. Even then, we offered ***** a concession in terms of a credit in our service department for any future repairs they might need, but they declined and said they wanted some of their money back on their card or nothing.

  Customer Answer

  Date: 07/07/2023

  I am rejecting this response because:   

  The company blatantly lied about the quote in their response. We were quoted $180 or less for the repair when we went to the dealership, and were not informed of a diagnostic fee. If this is their practice, that should be disclosed to customers before they are charged. When my wife wanted to leave, that is when they informed her for the first time about the diagnostic fee, which ended up being the entire quoted price of the original repair. The dealership hid this information upfront which was a bait and switch and is unethical sales practice. The ** acknowledged that the sales rep was new and misquoted us but did not offer any concession. In his response here, he did not acknowledge the hidden fee/misquote. 

  In their response, they report that the price was upfront, which was not the case. They also report that we are comparing the price to a "mom and pop" shop, but ****** Acura is a certified Acura dealer that is 19 miles away. Regardless of the price they charge, they misquoted us upfront, intimidated my wife, not allowing her to leave after they sprung a hidden fee, and then closed all communication with us when we tried to speak on the phone. The ** has not returned my phone call and this is the first response I have gotten after talking to *****, who quickly dismissed any of our concerns and escalated the situation.