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BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Sterling Acura of Austin meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Sterling Acura of Austin include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Texas Department of Motor Vehicles (TxDMV)
4000 Jackson Ave., Austin TX 78731
Phone Number: 888-368-4689
Type of Entity
Business ManagementMr. James Wood, Vice President/General Manager Mr. Tim Caldwell, Service Manager Ms. Valerie Rogers, Comptroller
Auto Dealers - New Cars Auto Dealers - Used Cars Auto Parts & Supplies - New Auto Renting & Leasing Auto Repair & Service Auto Parts & Supplies - Used & Rebuilt
Alternate Business NamesDavis Motorcars of Austin Ltd
Industry TipsBuying a New Car Buying A Used Car Car Repair Tips Navigating auto sales
4801 S Ih 35
Austin, TX 78744 (866) 979-8263 (512) 691-3800 Directions
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BBB Complaint Process
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Additional Phone Numbers
- (866) 979-8263(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: My vehicle(2014 Acura TL) was serviced at Sterling Acura of Austin on 05/14/2016 for an oil change. The mileage on my vehicle at that time read 21,550 miles. My car broke down and the car had to be towed into the nearest Acura dealership (Auto Nation Acura)with a reading of 23,739 miles. Auto Nation inspected the vehicle and found that the air filter was not replaced in my vehicle when I serviced my vehicle at Sterling Acura. Ironically, the visit prior to this visit, Sterling recommended that I replace the air filters, which I did. My car was driven without an air filter for a total of 2,189 miles. I was deeply troubled by this because dust, grit and sand were more than likey able to get past the air filter (in my case NO-air filter).The likelihood of this getting sucked into the cylinders thus scratching the cylinder walls, then making its way past pistons and piston rings and into the oil supply which would cause the failure of other internal components. Due to the amount of mileage driven without an air filter, sand component, and the car breaking down this is most definitely a sign that the bad particles (sand specific) did indeed go past the MAF and into my engine. At my request(per ASE certified Technician) I requested that they perform a borescope with color to see if the cylinder walls were indeed damaged. Sterling performed the borescope and frwd the pics via email. I frwd the pics to the ASE certified Technician and this were his findings which frwd on to Sterling GM James Wood, Service Mngr *** ******** and Acura Corporate Customer Care with the opinion: A normal cylinder wall will have a cross-hatch pattern on it from when cylinders are board and honed.These are the angled lines that cross each other sideways that you see.All of the vertical strait lines on cylinder walls were caused by the sand getting into cylinders and getting caught between the compression rings on pistons and cylinder walls,causing damage to both rings and the walls.Also the Black and Shiny build-up on top of the pistons is sand.the top of the pistons should not have any solid particle build-up at all at just over 20k miles. As of today (07/07/16) my car has been with Sterling for 3-weeks and the only other test they ran was a compression test which read for all 6 cylinders 275 p.s.i., which was also questionable for all 6 cylinders. Sterling says that from the tests they performed and pics they provided, my vehicle is NORMAL. The 2nd party findings suggest otherwise.
Desired Settlement: Sterling needs to replace my compromised vehicle. They have been giving me the run around. They offered to replace my vehicle with a 2016 but I would have to pay an additional +7k and refinance the additional amount. The 2016 did not include the V6 engine I had on my vehicle. They have still not reimbursed me for money I had to pay to Auto Nation Acura to fix an issue they created by not putting in my air filters. They have been dragging their feet and have acted dishonestly through this whole process.
As of July 19, 2016 our client is still in a loaner vehicle while her car is here. So far we have offered to write a letter to cover any damages that may occur in the future, we have looked the vehicle over and also looked at internals of with a boroscope. We have performed 2 compression test and all is normal. We have found no damage at all. Still we have also offered to replace all internal engine parts that could have been damaged. We also explored avenues to trade her out of the vehicle. As of today we haven't been able to come to an agreement. We continue to work on this issue with our client to find a fair ground for both parties.
Problems with Product/Service
Read Complaint Details
Complaint: Purchased a 2013 acura ILX with an existing problem in the model I purchased. Acura aware of problem and aware there is no fix for problem. Acura continues to sell vehicle not informing people of problem.
At the time of purchase Sterling Acura was not aware of the issue that the customer in the complaint is talking about. Acura feels that they will have a fix in the fall and will contact customer at that time. In addition we are willing to trade the customer into another vehicle if need be. We have communicated all of this to the customer and are will help in any way we can. I attempted to contact customer to review trade numbers and she did not return my call. Our goal is to make her happy and I just need to speak with her.
We have no problem attempting to get customer into a new car and have stated this before. She needs to call us or we can call her and work out a deal to her satisfaction. If this is not acceptable we just need to know what she wants us to do.