ComplaintsforGillman Acura of North Houston

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I purchased a used vehicle from Acura and was told the vehicle was serviced by Acura's Service Department and all was good, I was never told that it had sludge in the engine. The car has been given me problems, so I took it to Infinity who told me the car has sludge in the engine as this was the last service report on it. Acura received the service report but never told me about it, which would have given me an honest opportunity to turn that vehicle down. I took the car to Acura once again to ask for assistance and an exchange since I was sold a vehicle under the pretense it was a good vehicle. When I arrived to Acura the car stopped and would not restart. Acura offered me nothing, even though this stills a financed balance of 20,000 remaining. They did not care that I was a middle class working human being asking for what is right and fair. The General Manager never called nor came to talk with me regarding this painful hardship they put me in.

• Initial Complaint

  02/14/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 1/28/23 I bought a 2012 Tundra sr5 from Honda North Gillman and returned it to the dealer because it started showing problems and I wasn’t pleased with the truck. I asked for my money back , but they wouldn’t do so, so instead offered me to trade in the Tundra I got from Gillman for another one at the same dealer. Now note I traded in my 04 Toyota Corolla for the tundra. So I didn’t have much options at the time because I had to go to work the next day. Initially I put a down payment in a check of $12,000 plus $500 for my trade in adding to $12,500 as the total down payment. Now when I found a replacement for the Tundra they told me my contract/payment would be exactly the same sine I got a 2013 Ford 150 for the same price, but that wasn’t the case. When reviewing the second contract my down payment went from $12,500 to only $4,000. Now obviously $8,500 is gone and I spoke to them about the contract and said because I traded in my 2 day old tundra that had a return policy it got devalued. And now I need help. All I ask is for a fair deal and to be compensated for that and me having an excellent credit score of 817 and to be approved with an APR of 9% is still ridiculous.

• Initial Complaint

  12/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In May 2022 I had an accident in my 2017 Acura MDX, supposedly in two months they repaired it and they called us to pick it up. When I went to pick it up they told me that they had detected that the airbags and seatbelts did not open at he accident because the sensors did not work! They offered us to sign a document to drive the truck around without the sensors and when I was going to sign they backed down because someone had already past away doing this. They told me that the sensors would take 6 to 8 months to arrive...I am going to emphasize that they did not provide me with a car to move around since I work. Now, It's been 7 months and I've been struggling a lot, I haven't received any news from Gillman Acura about my 2017 MDX, which I've been paying for without having it!!! Be careful when you buy from The Gillman dealership because the damage my truck suffered is not only material but also an economy one due to the devaluation. I don't know what to do, the only solution they give me is to buy a new vehicle but i do not want to start over with payments. It is unjust paying for something that you are not using, and it was not my fault!

• Initial Complaint

  09/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently traded down a RAV4 2016. I had Covid in July and continue to have health problems and am unable to return to work. I needed the equity from the RAV4 to pay living expenses until I am able to return to work. I reluntantly bought a 2008 Honda Accord as is. I only agreed to purchase the vehicle after the salesperson told me she personally knew the previous owner. I had problems with the car from day 1. The dealership did not have the title to my trade, I had to get it from the regional office in Houston. I decided to not go through with the sale and asked for my trade back. Someone else I don't know who he was told me I had already signed the contract so there was nothing I could do. I spoke to a salesman at another dealership whobadvised me until they had my title the sale was not final. The GM Ray *** told me they would get my suv back to me but they had already removed the license plates. He told me I could leave the Honda there and they would fix it. They sent me home via Uber. The Honda was brought to me 4 days later. 2 days after that I was stopped for a license plate light and brake light being out. I drove the car for a little over 100 miles. The car is now undriveable. I understand what as is means. My decision to go through with the purchase of the Honda was based solely on the salesperson knowledge of previous owners and that she personally vouched for the car. I was lied to and mislead by this dealership all the way up to the GM. What makes it worse is that I explained my situation and why I was trading in a paid off vehicle. I went to Gillman because of the Gillman reputation. I trusted I would not be taken advantage of. What happened to me may be legal in the state of TX, however it is unethical.

  Business response

  09/15/2022

  We had genuinely tried to help Ms. ***** from the start. We had provided a loaner car while we addressed her concerns. After completion on the vehicle, we delivered to her resident in Huntsville. We have been reaching out to the client since the notice of the BBB case, but were unsuccessful. Please contact us for further action.

  Customer response

  09/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  05/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/4/18 I purchased a CPO 2013 Acura RDX with less than 40,000 miles on it. It already came with a one year warranty and when it came down to closing on the deal it was suggested to me by that closing manager that I should purchase an additional warranty on the mechanical wear of the car and a separate one for the windshield due to the fact that an aftermarket windshield could not be used on this particular car. I asked extensive questions on what did the warranty cover and for how long did the warranty last. The gentlemen then told me what the warranty would cover and that it would start from the day of the purchase of the car and then cover it for 100,000 miles on top of the 39,000 that was already on the car or five years which ever came first. Which should have given me coverage for 139344 or up until May of 2023. In February of 2022 I tried to use the purchased warranty for the first time at Acura of Jackson (828 Adcock St, Ridgeland, Ms 39157 7692352469) due to some abnormal engine noise that I had been hearing. The service technician called me and told me that when he had contacted my warranty holder that he had told them that the coverage had expired. Initially I thought that a mistake had been made so I called them myself and they gave me the same information. The gentleman for the warranty company had explained to me that the warranty papers had been incorrectly filled out by the dealership and that they were sent back to the dealership along with a notice saying that the coverage that I had purchased had actually only given me one additional year vs what I was initially told. No one from the dealership informed me of this at all. I would NOT have paid 3500 additional dollars on top of the asking price for the car only to get on additional year of coverage. The warranty company sent the dealership information the following week and I heard nothing. I would have had time to back out from that portion of the deal had I been informed of that information.

  Business response

  05/26/2022

  Team Gillman values our customers and complete transparency in our transactions.
  
  We have reviewed Ms. ********* concern as well as her file. This review shows there was an initial error made on the service contract she purchased on 5/4/2018. The error pertained to the expiration date of her coverage. The original document incorrectly stated her coverage expired on 05/04/2025.
  
  To correct this error, our service contract provider (Preferred Protection Plan) sent Ms. ******* a certified letter (see attached) stating “The ‘contract expiration date’ was missing or incorrect. The correct expiration date is 07/01/2020”. This letter was sent on 05/22/2020 to the same address listed in our files and on her service contract.
  
  We have attempted multiple times to contact Ms. ******* to assist further however she has not responded.

  Business response

  06/23/2022

  It is of the utmost importance to Team Gillman to communicate with our customers and provide them with viable products for their needs.
  
  In this circumstance, it is impossible to speak to what may or may not have been said 4 years after a transaction has taken place. Therefore, we must rely on documented communication. Ms. ******* was provided with a certified letter dated May 22 2018, 18 days after the vehicle was purchased. This letter clearly states that the terms of her coverage had changed, and that the coverage expired on 07/01/2020 providing her with 2 years of coverage. Any claim beyond this date (07/01/2022) is not compensable. So, if she attempted to make a claim against her vehicle service contract in February of 2022 this was well beyond the documented terms.
  
  We welcome the opportunity to communicate with Ms. ******* directly and help provide service to get her vehicle repaired or replaced.

  Customer response

  06/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. They are proposing to fix the issue by repairing the car (I have already done that) or by replacing the car (by me buying another one from them which mean they would make more money off of me) and I have no interest in doing either. They say that a certified letter was mailed out and no one signed for a certified letter because I was offshore in the Gulf of Mexico. When I was trying to buy the car they called me several times. I didnt even receive a phone call on this matter at all    
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

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