ComplaintsforParks Acura Roanoke

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchase car delivery date: May 17,2024; Amount Paid for the Vehicle: $11,750 Business Commitment: Specifically advised *** ****** (Sales Person working with my deal) at Parks Acura that if he could get the car ready/delivered to me before my flight overseas, then only I would purchase the vehicle; otherwise, I would not agree to the sale. Asked *** for a whole video of the car - Interior, Exterior, and driving since I was buying the car unseen/undriven, trusting Parks Acura. *** mentioned in the video that he will have the car detailed, pointing out the paint chips, stain on the carpet by the front passenger side, and other blemishes that would be taken care of prior to delivery and nothing was taken care of what he said except for delivery of vehicle itself but not in condition promised. *** had also stated that I would get permanent tags within a month's time. Temporary tags already expired in June, no follow up made. Nature of Dispute: Very dissatisfied with the car purchase experience as the service that was stated to me, it was not delivered. Car’s paint chips, paint spots on trim left side of steering wheel , stain on carpet by front passenger side and other blemishes were not taken care of. Need explanation of the processing fee of $798 charged since I had to take care of emissions myself as dealership did not take care of permanent tags. Instead, I received a letter from the dealership with a check of $45 stating to get vehicle inspected for the permanent tags. No Resolution from Sales Person/No Response from Management : I would not have reached to Better Business Bureau if the owner/operator of dealership would have replied to my email sent to him on 7/17/2024 taking care of the complaint made. Parks Acura dealership is 3 and a half hours away from my residence, so I like to be compensated to have the paint chips, paint blemishes inside and outside, polishing, processing fee of $798 refunded, etc.

  

  Business response

  08/03/2024

  I spoke with Mr. ***** and we had a great discussion. I told him I am willing to try to touch up all his concerns with our restoration company. I did not promise it would be perfect.I also said I would refund part of his processing fees.If that is not comfortable with him I would buy back the vehicle for a full refund of $11750.00. This offer good until 8/10/24.He let me know by 8/10/24.

  Customer response

  08/08/2024

  I have reviewed the response made by the business in reference to complaint ID 22084542, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** *****

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2016 Audi A6 sedan from a close friend. The car was serviced since it was new at Audi Roanoke. The car was in pristine condition. 55,000 miles. Shortly after purchasing the car, it started vibrating violently when you put the car in reverse. I took it Into Audi Roanoke, and they told me that the transmission mount was broken. It was roughly 7 or $800 to replace. I had them replace the broken mount. My wife picked up the car and brought it home after the repair, and it was still doing the exact same thing as when I dropped the car off. I called ***** at Audi Roanoke, and he said to bring it back in. After they completed another diagnositic on the car, he said that he didn’t know what was wrong with it. He recommended replacing the motor mounts at my expense. I asked if that would fix the problem, and he didn’t know. I mentioned that the car was barely out of warranty, and that I thought sense replaced the transmission mount, they should figure out what is wrong with the car since they are the Audi dealership. It didn’t seem fair, that I would be stuck with a bill from them just guessing what was wrong. I went and picked up the car. Then I called **** ***. They were very rude, and I was on the phone for over an hour. I never got a phone call from **** *** or Audi Roanoke after that. It doesn’t seem fair that a luxury car company can just leave you with no solution. I sold the car at a loss, and have learned my lesson with Audi.

  

  Business response

  06/12/2023

  Mr. ******, I apologize that your experience with our service department was not a pleasant one.  Your first visit was on 12/27/2022, which was the first time the vehicle had ever been in our serv dept(based on the ****** report that is attached).  We diagnosed the transmission mount, which had collapsed.  When you returned on 1/17/2023 with a similar vibration, the technician recommended replacing the right side motor mount first to see if that would help the issue.  At this point you declined this recommendation and said you were going to sell the vehicle.  Unfortunately, we did not receive any notification of an issue until we received this complaint.  I would have liked the opportunity to assist had I been notified.  Unfortunately, the warranty had expired in 2020 and since you were the 3rd owner, Audi would not have provided any assistance as these mounts would have been considered maintenance.  Please let me know if I can be of further assistance. Respectfully, * *****

• Initial Complaint

  12/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Scheduled an appointment to have information sent over to ******** my extended warranty provider to check if required services would be covered I was told to bring my vehicle 12/1/2021 930 I arrived around 915 went over a document that showed the services in question also discussed sending information over for coverage and once again provided ******** as my provider I then left my vehicle received a call at 930am suggesting tire rotation which I denied received another call around 11:14 to suggest brakes which I refused and asked how much longer was told 12 no later than 130 I gave a call at 133 car was still not ready clarified warranty info again was then told vehicle will be ready between 2-2:30 they called at 2:18pm stating no coverage I ask was it ready for pick up I was told tech had vehicle prepared in case coverage was available had to be pulled down and paperwork processed should be ready at 3pm I arrived around 330 vehicle was still not ready I even refused a wash to speed things up about 20 mins later the vehicle was pulled to the door I waited for paperwork he slid keys toward me and started flipping through the papers I noticed the estimate document and then a document stating total not sure the exact figure but over $1000 I immediately stated I didn’t ask for any services to be done just information sent over for coverage only rep stated he needed to speak with someone who told him they could bring the total as low as 1500 continuing conversation another rep pointed out he checked the incorrect warranty provider at this time it was after 5 2nd rep called ******** was on hold over 30 mins and couldn’t get ******** on to expedite a claim and also nobody at Duncan to make any decisions to help either party I was told I could not leave with the vehicle without the 1500 payment seeing as my vehicle was already released to me I informed them my cell and address was on file and to have someone call me and left today is 12/6/2021 and still no contact.

  

  Business response

  12/08/2021

  The vehicle was scheduled and brought to our service department.  Work was completed that was approved by the complainant.  When the complainant arrived to pick up her vehicle she denied approving the work.  The bill was discounted to $1,500 in the interest of customer service.  The complainant agreed and wanted to make payments.  We do not take payments.  The complainant was told that she must pay before taking the vehicle.  She went to her vehicle and drove off without paying nearly hitting the General manager.  The ******* City Police were called and we were told this was a civil matter.  The has been turned over to the law offices of ***** ***** for collection.  Attached is a signed copy of the repair order. 

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