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MAC CHURCHILL AUTO GROUP INC

Additional Locations

Phone: (817) 232-2872 Fax: (817) 847-8174 3125 NE Loop 820, Fort Worth, TX 76137 http://www.macchurchill.com

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that MAC CHURCHILL AUTO GROUP INC 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 16 factors. Get the details about the factors considered.

Factors that raised the rating for MAC CHURCHILL AUTO GROUP INC include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 74 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

74 complaints closed with BBB in last 3 years | 35 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 26
Billing/Collection Issues 4
Delivery Issues 1
Guarantee/Warranty Issues 3
Problems with Product/Service 40
Total Closed Complaints 74

Additional Complaint Information

Complaints brought to this company's attention primarily concern sales and contract issues. Specifically, complainants allege not honoring agreed upon prices, high pressure sales tactics being used, delays in repairs, and advertised prices for trade-ins not being honored. The company has been generally responsive to complaints, resolving the issue directly and/or providing documentation to support the company's efforts and positions.

Customer Reviews Summary Read customer reviews

24 Customer Reviews on MAC CHURCHILL AUTO GROUP INC
Customer Experience Total Customer Reviews
Positive Experience 14
Neutral Experience 0
Negative Experience 10
Total Customer Reviews 24

Additional Information

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BBB file opened: November 20, 2001 Business started: 08/17/1992 Business started locally: 08/17/1992 Business incorporated: 08/17/1992 in TX
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
4000 Jackson Ave, Austin TX 78761
https://www.txdmv.gov/
Phone Number: (888) 368-4689
Fax Number: (512) 302-2162
The number is P116655.

Texas Department of Motor Vehicles
4000 Jackson Ave, Austin TX 78761
https://www.txdmv.gov/
Phone Number: (888) 368-4689
Fax Number: (512) 302-2162
The number is P124248.

Texas Department of Motor Vehicles
4000 Jackson Ave, Austin TX 78761
https://www.txdmv.gov/
Phone Number: (888) 368-4689
Fax Number: (512) 302-2162
The number is P54687.

Type of Entity

Corporation

Business Category

AUTO DEALERS-NEW CARS AUTO DEALERS-USED CARS

Alternate Business Names
MAC CHURCHILL ACURA MAC CHURCHILL AUTO MALL MAC CHURCHILL INC
Additional Information

In August 2010, the company was invited to meet with the BBB to discuss the volume and pattern of their complaints.

Industry Tips
Automobile sales

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
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  • Guarantee or Warranty

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BBB Complaint Process

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Complaint Detail(s)

12/11/2014 Billing/Collection Issues
12/9/2014 Problems with Product/Service
12/5/2014 Problems with Product/Service
12/4/2014 Advertising/Sales Issues
11/17/2014 Billing/Collection Issues
11/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On September 1st 2014 I was referred to Mac Churchill Acura by my uncle who had recently purchased a vehicle there. When he told me about a 2011 Used Honda Accord I was stoked that the price online was a little over $14 k. I then went to the Used Vehicle section and was greeted by ****** ******* (or "*** *" as he was called) the same salesman that assisted my uncle with his purchase. After testing the car out I decided I was going to get it. While we were negotiating prices, he assured me that the car price was going to be what we saw online. When we were directed to finance, I believe the guy that worked with us was named "******" (I can't remember his last name) gave us a very brief summary of our prices and he put the contract on the table. When he told my mother to sign the contract she pointed out it was blank. He then proceeded to tell us: "Oh no! It's fine! We put the prices on there later but everything is going to be what we talked about. The price *** * negotiated with you is final". My mom signed the contract and he told us they would mail it withing 2 weeks. About two weeks later we received the contract in the mail. It turns out they had priced the car at over $22 k and the final price was over $27 k. The same thing happened to my uncle. The price on the contract was COMPLETELY different from what we had agreed to. My uncle went to talk to the agency first and the finance person that worked with him (****** I believe was his name) apologized for the inconvenience and agreed to cancel the contract and start a new one with the RIGHT PRICE. When my mom went up there to complain about our contract the agency notified us that they already had fired the BOTH finance men that worked with us because of other customer complaints over the same reason. Giving blank contracts to sign and then tweaking the numbers. They cancelled our contract and told us they would have a new one in about 2-3 weeks. Weeks later we decided to go up there and see what was going on. When we got there our car salesman told us the contract was in and he directed us to finance. My boyfriend's dad asked *** * if he knew what was going on about making customers sign a blank contract and if it was a common ritual. *** * then said: "Yes. We try to get our customers to get the best price so some times we have to change the original numbers so the bank can approve it". We were all appalled by the agency's knowledge of this blank contract signing. When we met with "Ali", the "Finance Director" he told us that the contract was not ready. At that point I decided to just give back the car and get my down payment back. When I went to return the car, "Ali" told me he would have the check ready that same week on a Friday after 11:00 am. I called him before I went up there to see if it was ready before I went and I was told it was. My mother and I sat in the finance lobby for almost TWO HOURS just to be told they "did not have it" and for us to return on Monday. I called the dealership once again on October 13th 2014, spoke to *** * and was told he would contact me back to let me know if it was ready. I never heard back from him. I decided to e-mail him to ask and of course, I did not receive a response. The next day my uncle decided he was going to return the car as well. When he called and talked to *** * he told him he had my check AND his contract. When he got there, he waited two hours to be told they did not have it. He then asked to speak to a manager and was told that if he wanted to wait for MY check it would be a "couple of hours" and he would be notified when his contract came in. Today I decided to call *** * ONE LAST TIME to see if he had the check. He told me he did so I went. Upon my arrival I got the check from him and asked about my uncle's contract. He told me he did not have it and then proceeded to tell me: "Not to be rude towards you guys but I much rather have your uncle return his car so I don't have to deal with you guys anymore. Those $85 I got paid for commission are not worth dealing with you guys. I can't focus on my work because you guys call me every other day and always look for me to have all the answers. I am tired of you guys looking for me when I am only the messenger here". That was, BY FAR, the most RUDE comment I have EVER received from ANY so-called "Professional". I have NEVER felt this disrespected in my life ESPECIALLY when it is not MY fault this whole situation occurred. My experience with this dealership was absolutely HORRIBLE. There is severe unprofessional behavior at that dealership that needs to be addressed. They are dishonest and unethical and they need to do something to resolve this matter. After checking my check I noticed it stated that it required TWO signatures and there was only one on there. I will go deposit my check tomorrow and I hope they accept it with only ONE signature because I really do NOT want to step foot in that dealership and have to deal with the rude sales people and waste more time waiting around only to be told to come back another day.

Desired Settlement: A sincere apology from the sales person (*** *) that was VERY rude to me on October 13 2014.

BBB Response: MESSAGE FROM BUSINESS:

*** **** complains that through a long and negative experience she was treated rudely by her salesperson and other members of finance.

I spoke with the General sales manager and we counselled the salesperson “*** *” on his treatment of customers. I and the General sales manager both had the salesperson call *** **** and apologize to her. He called 3 times and did apologize as *** **** requested. The finance manager that was involved is no longer with us otherwise we would have counselled him as well.  

If you have any questions please contact me.

**** ****** ********** ******** *** ********* **************

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would just appreciate if "**** ******" would give me his contact information because I do, in fact, have some questions I would like for him to answer. 

Regards,


******* ****

11/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Actually the issues are more than Contract, it is Advertising, delivery, warrant, vehicle issues, finance etc...They were deceptive, and dishonest and I had preapproved financing with Texan's Credit Union and they popped up with the fact I had to sing a backup and deal and right then or no truck. They did not honor or handle one item promised with Truck issues. The issue has forced me to take Truck to Nissan to examine. The truck tires were bad and sensors an issue, the car was filthy not cleaned, the dealership representatives just say whatever and then do nothing. They will not provide management contacts, they avoid it. I have sent email and now filing this and letter to management. I have receipt and want to be compensated for the lack of my hard earned money mattering and the outright disrespect I have received as a paying customer!!!

Desired Settlement: Payment for tiresPayment for cleaning of truckPayment for alarm remotePayment for Tire sensors that will be replaced by Nissan Dealer, as opposed to warranty covering it as the dealer was to of handled this.Payment for key made, as I was given 1 key for this truck!!I have receipts!!!

BBB Response: MESSAGE FROM BUSINESS:

*** ***** is complaining that he had to sign a backup contract. Additionally, he says that the vehicle was not cleaned and had some repair issues. I have discussed the matter with members of Automall sales management.

I’m sorry that *** ***** had a negative experience with the Automall staff and experience. After speaking with members of the sales management the vehicle was sold to *** ***** AS-IS. The tires that *** ***** mentions were within state requirements which is 2/32nds. I was unable to find any documentation that noted that the sensors were bad and to be replaced by the dealership. Additionally, the additional key that *** ***** mentions in his resolution was also not documented to be replaced by the dealership. When a vehicle is purchased AS-IS it is stated in the signed documentation that the vehicle is being sold in its current condition unless otherwise noted. This includes extra keys.

While I cannot verify the circumstances around the need for an additional contract that *** ***** signed; I have spoken with several of our finance managers about this. The occurrence of pre-approved financing is beneficial to both the dealership and the customer. If for some reason the pre-approval could not be verified or approved; our finance departments will seek other options as good or better for the customer. 

If *** ***** has any additional questions or concerns about his salesperson; I can pass them along to her direct manager ******** ****. 

If you have any questions please contact me.

**** ****** ********** ******** *** ********* **************

 

11/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After buying a 2008 mini van 6 days later the radiator is leaking and they tell me I have to wait a 30 day waiting period and my wife is supposed to keep adding coolant yo a car that I am paying $18000 for.

Desired Settlement: I just want it fixed or for them to take the van back

BBB Response: MESSAGE FROM BUSINESS:

*** ***** complains that his radiator went out after he took delivery of the vehicle.

I am sorry that his radiator started leaking soon after he purchased his vehicle. I have reviewed the notes from the technicians that examined his vehicle for pre-sale and no indication of a radiator issue was noted or repaired. It is unfortunate that the issues happened so soon after delivery but *** ***** did purchase his vehicle AS-IS. 

If *** ***** purchased a warranty he will have to use it 30 days after purchase to ensure that the policy has been processed fully. He indicates that he has purchased one, which I always recommend when buying a used vehicle.

If *** ***** brings his vehicle in after the 7th of November for service, I would request that he indicate to his service advisor that I should be notified. I will do everything that I can to make the repair process smooth and comfortable as possible.

If you have any questions please contact me.

 

11/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I purchased a vehicle from MacChurchill Acura in Fort Worth. After agreeing on a price, we proceeded to the finance office. The finance person offered us many products to add on to the purchase price. My husband and I agreed to purchase an add on item, called Auto Butler. This service is performed at a dealership where they apply a top coat on your vehicle every 6 months to protect the paint. We specifically asked if this service was available in Everett Washington because we would be moving about a month later. The finance person ASSURED us this was available and we would be able to go to an acura dealership to get this service. We TRUSTED him and agreed to add on this product to our loan. Well it is now 6 months later, ready for another application of Auto Butler. I called the dealership where we live and they had no clue what I was talking about. So I proceeded to call MacChurchill Acura to figure out what the problem is. I called 5 times, left 2 messages and sat on hold for at least 25 minutes ( only to be hung up on). No one has returned my call and I demand a refund of this service. The finance person LIED just to make a sale. Never doing business with them again and demand a refund from MacChurchill Acura.

Desired Settlement: We request a refund of this product approximately $300.

Business Response:

I am writing this letter in response to complaint ********

**** ****** complains that she was informed that the Auto Butler protection; that she purchased; was available in or around Everett, Washington. I have read her complaint and after speaking with all the parties involved found a solution.

Unfortunately, **** ****** is correct Auto Butler is not available in her area. Normally, this product is considered non-refundable; but given the circumstances we will be refunding **** ****** the full amount that she paid for the Auto Butler protection. 

Additionally, we have contacted Auto Butler to get better communication from them as to where their products are available.

If you have any questions please contact me.

**** ****** ** ******** *** ********* *****

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

******** ******* ******

Consumer Response: ****** ******** *******
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my dispute.  For your reference, details of the offer I reviewed appear below.

Good morning. I am writing this email because I have not received my refund check from my claim with MacChurchill Acura. 

 What are the next steps to get my check? 

 Thanks

*******  **** **** ** ******




BBB Response: MESSAGE FROM BUSINESS:

**** ******* 

I was informed today that because the vehicle still retains a balance the check was sent to ******* *** **** *******. You should be able to check for a credit of ******* toward the payoff of the vehicle. The check number that was sent to ******* *** is ***** and was sent on 9-3-14.

Thank you
**** ******

10/9/2014 Billing/Collection Issues
9/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company engages in deceptive business practices. They were deceptive concerning the offering price we made for the vehicle. Failed to notify consumers (Us) when they are buying a vehicle that has been involved in an accident. Engages in selling vehicle that may not have been properly serviced (never provided service form validating that the vehicle had in fact been serviced prior to our acceptance) prior to sale and they pressure customers to sign paperwork that has not been filled in. Also engage in transposing customer signature on form(s) without authorization from customers. They also FAIL to follow through and provide agreed upon equipment that was part of the transaction. Company also fails to effect refund for a service agreement customer requested immediate termination of because coverage was not as verbally stated.

Desired Settlement: Immediate refund or credit for the service contract we notified them that we wanted immediately cancelled. We want the tire repair kit that their sales agent agreed to acquire and provide. We also want them to provide a replacement for the wheel and tire which apparently was involved in some sort of accident prior to our acceptance of the car.

Business Response: I am sorry that you have had a negative experience at Mac Churchill Acura.  We will investigate your concerns and will take appropriate action.  In regards to your warranty refund, it takes 6-8 weeks to process the refund.  I checked with our accounting office and we have not received your cancellation request.  Please contact *** ***** in our finance department to fill out a cancellation request.  Now concerning the tire repair kit you were promised.  Do you have any documentation stating that we would acquire a tire repair kit?  Or did your sales person simply state that Mac Churchill Acura would acquire one for you?  Please advise so that I may act accordingly.  

Consumer Response: On 19 July 2014 a certified letter with return receipt was sent to this business with photos of the tire and other matters that had not been addressed prior to delivery of the vehicle. There was also a listing identifying
each issue and the requested action to correct the problem. The fact is Mr. ********* (Comptroller) nor his apparent designated contact person *** ***** (Finance Manager) has FAILED to promptly follow-up in good
faith to resolve the matters. They were also provided substantiated proof stating that the tire repair kit was going to be provided, provided it was apart of the original equipment. Hyundai provided the itemized
listing of equipment that was promptly included in the certified letter. Again, Mac Churchill and its efforts to address and resolve this matter have simply been "ignore the customer" in hopes that they will go away
which validates this company clearly operates contrary to the public interest. Texas Department of Motor Vehicles Dealer Enforcement has also opened up a case concerning this dealer.  

A second certified letter was also sent out to this company earlier today, and prior to receiving this message from BBB. In that certified letter another appeal was made requesting they resolve this matter. We also
notified them that Allen Samuels Hyundai - North Richland Hills confirmed the problem with the tires, especially the front two which are in need of replacement. The vehicle has been barely driven and the inspection
validates the fact that the vehicle was not serviced properly prior to delivery. Also this dealer issued a state inspection sticker in spite of the unsafe tires, front driver tire and wheel damage. We have extend a short window
of opportunity for Mac Churchill to resolve this matter, and an itemized listing again was included along with our request for refunds, which they continue to ignore.

Business Response:

Mr. **** complains that he purchased a vehicle from Mac Churchill Acura and had some concerns with the vehicle’s condition. He also complains that he would no longer like to have the Mastertech maintenance contract that he signed up for. Additionally, in his letter that he sent he would like a refund for Documentary fees and a tire repair kit.

Mr. **** had a concern that the vehicle had not been serviced prior to sale. On 6/25/14 the vehicle had an oil change, multipoint inspection, and state inspection performed. The vehicle at the time of inspection met the requirements by the state to pass. As I do not have access to pictures that Mr. **** indicates sending I would have to assume that the tires would have met at least the state standards. Any damage to the wheel that is purely cosmetic is not a requirement and would have not been placed in normal consideration. Additionally, this vehicle was purchased from an auction and had met their standards as well prior to arriving at Mac Churchill.

Mr. **** also mentions some additional options like a tire repair kit and sent an invoice for a spare tire kit that he purchased. Neither option was included in the purchase of the vehicle. Hyundai does not dictate what is included on the sale of one of their cars purchased used through another dealer, including Mac Churchill Acura. If this was something that was promised to Mr. **** by a salesman or a sales manager; I have no documentation of the promise.

The Documentary fee that Mr. **** wishes to have refunded is a standard fee applied and will not be refunded.

Mr. **** also mentions that he would like to cancel his Mastertech maintenance contract. Unfortunately, we will need more than just the request to do this. This has to be done through a cancellation form. Our accounting office has these forms available but Mr. **** will have to get in contact with them and come into sign the form before we can proceed with the cancellation. The contract that Mr. **** signed; while it was sold here; is enacted through a different company so we both have to adhere to their regulations.

I have also included a copy of the AS-IS forms that Mr. **** signed indicating that nothing else was promised to him and that the vehicle was sold as it was when he looked at it prior to purchase.

Mr. **** also makes mention, that at least 1 form that has his signature was forged. I see no indication of this happening. It is strictly against policy for anyone at the company to sign something for a client even with permission from the client. I would be interested in knowing which form Mr. **** believes was forged so that I can perform my own investigation.

If you have any questions please contact me.

 

Consumer Response: I have reviewed the response from this business and quite frankly I find it appalling. The first response indicated that they had not received supportive information concerning this matter, when in fact they had signed for
a certified letter complete with the complaint, exhibits etc. Now this letter from a person identifying himself as the IT Director makes no sense. Both certified letters sent to Mac Churchill Auto Group were sent to the attention
of Mr. ******** *********. One letter with supportive pictures and the complaint was sent on 19 July 2014 and signed and received on 22 July 2014. The second letter, again asking them to address and resolve the matter
was sent on 22 August 2014 and received and signed for on 23 August 2014. This response is not only ignoring the specifics, but a simple stall tactics that clearly shows the company acts contrary to the public interest.

The matters are simple, they sold a vehicle that was NOT properly serviced, passed it ignoring its actual safe condition. Furthermore a signed card by their salesman that indicated that they would honor the fact that if a tire
repair kit was part of the original equipment for the car they would provide one since one had apparently been removed from the car. We provided the original equipment listing from the dealer and they are ignoring
their agreement (proof showing the salesman's signature and card were provided). Concerning my signature on the "AS Is Purchase" notice ; the notice was not signed by me. In fact they "transcribed my signature" and
photocopied it onto that form and I can prove that. They also did that transcription of my signature WITHOUT my permission. Finally, I sent PROMPT and timely notice to them concerning my request to drop the service
agreement as early as 19 July 2014 by CERTIFIED MAIL, they chose to honor my request. At that time I still DID NOT have any contract paperwork or any paperwork related to the purchase of the vehicle because they
WITHHELD ALL my paperwork and I only received copies weeks later after I went back to the dealership to have my personal disabled veterans plates put on the car.   Also I never agreed to any exorbitant charge for
Documentary Fee charges in the amount of $125., in fact we were never made aware of such a charge only long after we finally were able to get the paperwork did we realize that they had "jacked us" and ripped us
off for this amount of money.

In closing I should like to point out that we have notified the Department of Motor Vehicles - Dealer Division concerning this matter. It is quite clear that this dealer is not adhering to the standards for clearing vehicles
prior to putting them through the inspection process, as well they are operating contrary to the public interest. This vehicle, after taking it to Hyundai requires new tires for safe operation. As well there was no apparent reason
why paperwork for the purchase could not have been immediately provided to the buyers; my wife and myself. Instead this dealership continues to provide a series of "lame" excuses rather than address the matter and simply resolve it.

We are also currently looking into a media event to cast light on how dealers like this are ill serving consumers.

Business Response:

 

Mr. **** responded back that believes that Mac Churchill Acura is using stall techniques and is confused by the response by the IT Director.

Mr. **** I assure you we are not stalling. The reason that you received a response from the IT Director is because as a member of management; I too have a vested interest in the company and client satisfaction. Additionally, I am an impartial investigator. I am truly sorry that my Title confuses you regarding this complaint.

I have no evidence that any additional pieces or parts were promised to you. Contacting Hyundai to find out what comes standard on their vehicles is irrelevant; because you did not purchase your vehicle from Hyundai. You purchased a used vehicle that was presented as AS-IS and nothing more.

Additionally, I have seen no evidence that your tires were below state safety standards. I have record of the service history when the vehicle arrived at the dealership. I also see that this vehicle was purchased from an auction, which also services the vehicles. It is important to note that minimum safety for tires in the state of Texas is 2/32nds. Most dealers including ours recommend that you replace them at once they go below 2/32nds and sometimes before depending on vehicle service history and other factors. Since, I know that our state inspectors are very good at catching these kinds of things I would expect that the vehicle met at least the minimum to get a state inspection.

The Documentary fee that you mention is not negotiable and nonrefundable.

Concerning your maintenance contract. While we do appreciate your note requesting the cancellation; we have repeatedly informed you how to go through with the cancelation. You must come in; fill out and sign a cancellation form. There is not another way of doing this. We are more than willing to assist you on this. This is not our procedure; it is dictated by the company (MasterTech) that carries out the contract. If you wish to contact them directly you may.

 

 

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went to a dealership Mac Churchill Acura in Fort Worth, TX to purchase a car. After negotiating for a week we agreed on a out the door price, because I had a blank check from Capital One. The transaction took place on 05-24-14 a Saturday night and was suppose to be finalized and funded on 05-26-14 since I gave them the blank check plus signed the contract to have Capital One finance. Capital One is one of their preferred dealerships and the check I received said I could use the check at Mac Churchill Acura. I never got a copy of the contract and was told to sign two contracts, because a trade was involved and my wife (who wasn't present) needed to sign a POA for the trade. I was told if to sign two contracts just in case their was an issue with the trade payoff and they have to take it out of the deal. The finance guy told me that my contract would be mailed out to me which I thought was odd, but assumed it was something to do with the blank check. I called a week later requesting my contract which I never received, so now I'm getting suspicious. I was under the assumption that my insurance was changed over for the new car and that my credit union was paid off for my trade. So I called my insurance company and they had no clue I traded in the old vehicle so I gave them the VIN and told them Capital One is the lien holder (have evidence of me switching). Turns out the finance guy at Mac Churchill took my blank check and application I was told to fill out and shopped my information with several of banks. They didn't fund my loan until 6-10-14 with some bank name Fidelity, putting me at risk of a late payment with my trade because I thought my loan was funded. They put a ton of unwanted inquires and I'm still getting letters. I finally received my contract on 6-20-14 in the mail after calling asking why Capital One is not my lender. The reason they voided my blank check is, because they were making more money off the rate through Fidelity bank instead of Capital One. I was able to pull that out of two finance directors. They didn't know that I was once in the auto business and now a mortgage loan officer. I know all about making money on rate. All the unwanted multiple credit pulls and delayed financing has been so stressful. I'm in the business to not abuse people credit and here I am getting my credit ran multiple times without my permission. I have phone records of me calling up their and they lied about sending my contract, because they were still shopping. One finance director told me he is not going to apologize about switching lenders so he can make more money on the rate to feed his family (I have names if needed of who I talked to). It took everything I had not to drive down there and blow up after that comment. My score has dropped more with all these additional inquires when it should of only been two( Capital One and my credit union). With all the inquiries and potentially lowering my score can affect what states I'm approved in, because I get a credit check with my mortgage license every year. I also missed out on getting my rate reduced by going with Capital One and having direct deposit and other incentives.

Desired Settlement: Want my rate lowered and my loan sent to Capital One for the same amount they sold it to Fidelity for. I also want all unauthorized inquires removed from my credit. MY CREDIT SHOULD HAVE NEVER BEEN RAN. I had a blank check that I gave to the finance guy. Sales rep and sales managers were great the finance guy that signed me and the two finance directors I spoke to are the ones causing me problems. I have names of the finance people, but will give them a chance to make things right first.

Business Response:

I would like to extend my apologies on behalf of Mac Churchill Acura.  It is never our intention to offend or cause harm to our customers.  I am not certain that I can meet the demands that you asked for, but would like an opportunity make things right.  Please feel free to contact me at ***************************.  My name is ******** ********* and I am the Controller at Mac Churchill Acura.

Sincerely,

******** *********
###-###-####

Business Response: Mr. ****** is complaining that he had financing ready from Capital One in the form of a check and that Mac Churchill Acura did not use this financing but instead used another bank to fund the deal. He also complains that in the process of finding the other bank; his credit was run several times lowering his credit score.
.
I was able to find the check that Mr. ****** mentions in his complaint. Based on the stipulations provided on the check only his deal was at the very highest limits that it could have been used for. I spoke with our Finance Director Ray Jones who is responsible for finalizing the deal. Because of the age of the deal he could not specifically remember it; nor is the information retained as to why we could/would not go with any lending institution over the other. However, Mr. Jones indicated to me; as Mr. ****** did in his letter; that we are a preferred dealer through Capital One and that should the deal be able to go through it would have been more beneficial to use Capital One. Unfortunately, without knowing specifics I cannot offer a more detailed explanation as to why Capital One was not used as the lender.

As to why Mr. ******’s credit was shopped around. This would solely have to do with the condition of the above complaint. Since Capital One was not able to be the lender, we made every attempt to find the best lender that matched the offers that Capital One had offered. Fidelity did just that; offering the exact same conditions and rate that Capital One did despite not having the same prior relationship with Mr. ****** as Capital One did. Same is true as it is with the Capital One situation, due to the time I cannot give any more details.

I am not sure whom Mr. ****** spoke with at the dealership that told him we did not go with Capital One simply because we make more money off of another financial organization; but that is simply not true. The exact details may be lost to us because of time; but having spoken with the parties involved money was not a factor in changing to Fidelity as a lender; as we would have preferred to use Capital One as well as Mr. ****** had. The additional inquiries on his credit report are unfortunate, but as Mr. ****** indicated he was warned that the Capital One check may not go through as intended. Hard inquiries are necessary and unavoidable in these situations so that we may find the lowest rate and best options for our clients.

Should Mr. ****** inquire with a credit councilor there may be a way to get rid of some of the entries. The knowledge of this part of the credit industry is beyond our capability to assist with. As to securing his loan with Capital One; he may be able to refinance with Capital One on his own given his preferred status with them; but it would be ineffective for Mr. ****** to attempt a repurchase through us so early in his loan. 

If you have any questions please contact me.

9/17/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought an acura tl and the master cylinder went out causing me ab inconvenience dont have transportation to work and back home please help I just bought car one week ago

Desired Settlement: 3000.00 if I cant get car fixed

BBB Response:

 

Ms. ****** complains that she purchased a car and that her master cylinder went out.

Ms. ****** did not purchase her vehicle from Mac Churchill Acura, but instead from Mac Churchill Automall. Though they are related dealerships; they are separate entities. However, I have spoken with the Managers in charge of Automall about this case.

Fortunately, Ms. ****** signed up for a warranty for her vehicle. I would urge Ms. ****** to contact our service department at Mac Churchill Acura to get service and make use of her warranty. Should the repair take more than a few hours she would be provided a loaner.

Additionally, I have asked her sales representatives to reach out to her to see if there is anything else that we may be able to assist with.

If you have any questions please contact me.

 

Mac Churchill Acura

9/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: It is a long detailed story. I purchased a used 2012 scion tC from Mac Churchill Acura on May 15, 2014 (a month ago). After taking two weeks of voice mails, text messages, and repeated phone calls, I was able to get a car salesman to help me find out who my lender was. I just needed to know the information of my bank. Every finance employee I was directed to did not answer their office phones, and once I left voicemails, my call was never replied, and still hasn't been to this day. Some of these calls were placed three weeks ago. Yesterday, even though it is not in his job description, a car salesman by the name is **** was nice enough to work relentlessly with finance employees to find out the name of the lender who gave me the car loan. **** has been awesome working with me! I just wanted to pay my first car payment, but was unable to because the dealership had not sent me the essential paperwork from the original car sale as they promised. To date, Jun 13, 2014, I still have yet to receive any paperwork from the sale of the car. I have no contract, no signed papers, no official documents. All of these papers were promised "to be mailed to me within two weeks." Thanks again to **** (who isn't even in finance but he decided to try and figure it out for me) I was able to make my first car payment yesterday, barely avoided the late fees. This surplus of empty promises and severe unprofessional behavior only gets to the beginning of the reason I have asked the BBB to rectify this situation. When I logged onto my bank’s website to look at my loan information on 6/12/2014 (yesterday) I noticed a large discrepancy. The amount I pay for the car after Tag Taxes and Fees was around $16,500. (I am unable to give the exact price because the dealership failed to get the original paperwork to me like they promised. If needed, I have text evidence of this paperwork not being delivered, and I have text evidence of the price of the vehicle before I walked into the dealership.) The amount that the dealership took from the bank for my car loan was $20,248. This is almost $4,000 more than I paid for my car, and that we agreed on at the time of sale. I thought there might be an error on the bank side, so I called them first. Immediate response from my bank and they said that the $20,248 was correct, and that the interest was already building on top of that amount. The principle loan amount the dealership took from the loan was $20,248. That is $4,000 more than was agreed on at the time of sale. I figured this was a slight error in the financial department with their math, and that a call to the dealership would clear it right up. The first financial employee I called answered, and we began to work on my case. His name is ****. I worked with him for about 20 minutes, and he had my callback number. He seemed very confused about why I was billed that much. **** asked me to hold on for a second while he looked over some things. Then the phone hung up. I called **** back twice, with no answer and I left a voicemail asking him to return my phone call so we could finish fixed the error. To this day, **** has yet to call me back. I called **** from finance two days in a row and left voicemails. I called ****** from finance two days in a row leaving voicemail and text (This was the original gentleman who financed my car.) I called another employee the receptionist referred me to, Nelson from finance, two days in a row and left voicemails. Not a single finance employee has called me back about my issue. A $4,000 discrepancy, keep in mind. So I called the dealership once more and asked for the manager of all financial employees. I get dispatched, no answer from the manager either, so I left a voicemail. No response yet from the manager of finance. I called the dealership and asked for the overall manager of used cars. No answer, voicemail, no returned call. I have called 6 different professionals at the dealership and not a single person has called me back. The dealership has charged my bank $20,248 when the sale price of the vehicle was $16,250. Is there a reason the one finance employee I spoke with never returned my phone call? Please help me work with this institution so the right amount can be billed. I just want to pay the right amount for my car. Thank you.

Desired Settlement: I would like my loan to be billed correctly, for the amount that we agreed on and signed for in the dealership. $16,250 for the car.

Business Response:

 

Mr. ********* complains that he purchased a vehicle for one amount and the bank was asked to finance an amount greater. Additionally he complains that no one has returned his calls for help and that he has not received any paperwork concerning his vehicle. I have reviewed the case and have a solution.

The amount that Mr. ********* provides is indeed the cost of the vehicle. The additional monies that were allocated by the bank were for his Mastertech warranty and maintenance programs, 3yr Auto Butler, gold level Polysteel protection program, 3yr key replacement program, and of course the required taxes and fees. All of these additional products, taxes and fees, and the cost of the vehicle add up to the amount that was financed with the bank.

As to the issue with his paperwork, Mr. ********* should have received a copy of it by now if not I can get him a scanned copy of the paperwork for his car deal. ###-###-#### and ask for extension 1173; if I am not able to answer please leave me a voicemail and I will call back. Unfortunately, I cannot provide finance information in the detail that you would need. For that please call ###-###-#### and ask for *** *****, I have briefed him on Mr. *********’s situation and he will be happy to help.

If you have any questions please contact me.

 

Mac Churchill Acura

9/8/2014 Advertising/Sales Issues
9/8/2014 Billing/Collection Issues
8/31/2014 Problems with Product/Service
7/21/2014 Advertising/Sales Issues | Complaint Details Unavailable
7/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I go in to Mac Churchill to have an alignment done, service adviser **** ******* recommended a rotate and balance while we walked the vehicle. I agreed to the rotate and balance. Upon arriving at my residence that evening, I noticed that my wheels and tires are in the same place and had not been rotated let alone balanced. I call that evening and leave a message for the service manager (05/28/2014). That morning I receive a call from **** ****** who reviewed the ticket and simply stated that no "balance" was written up and to bring it in so that he can take a look. I arrive at Mac Churchill and was greeted by a different service adviser, whom I told that I was seeking to speak with the manager. I follow him into the service department and the adviser tells the manager a customer is seeking a manager, he replies "oh it must be those people on the phone" all the while I am behind him. **. ****** then turns around smiles and proceeds to greet me. We walk outside so that I can show him evidence that the rim nor the tire had changed positions on my vehicle, thus no rotation had been done let alone a balance. He then goes into a long explanation of how I was not written up for a balance and what all entails of the balance, but does not address the rotation. I then ask him to give the details of a rotation since that was in fact written up and I was in fact charged for. Then...he goes into an apology and says that he will try and make it right. I asked him to please perform the work that I had in fact paid for, he asks about doing a balance, and I asked him how much is a balance since they are separate. He replies that it is about 39.99 and he goes on to ask if I want to split the cost, I reply no and that I have been a customer since 2003 and this is just unacceptable. He tells the fellow adviser to write up the ticket for a balance and rotation. This is occurs at 7:15am and I must be at work at 8:00am. I had made arrangements on 05/28/2014 to get picked up and dropped off but now I do not have those arrangements at my disposal, so I ask for a courtesy vehicle so i can get to work and **. ****** replies, that's a problem because I do not have any cars here. Fortunately a family member was in the area and was able to pick me up. My family and I have purchased several vehicles from Mac Churchill and the technicians of that service department are the only ones that touch the vehicle for ANY and EVERY service. So much trust has been built over the years that we have purchased a maintenance package for one of the Acura TL's. The blatant laziness of the technician to not perform work that they are paid a premium to do, is unacceptable and pathetic. I would also like to see advisers have a better working relation with the technicians to look over the work that is "completed" before handing the vehicle back over to the customer. Over the 10 plus years of business I have had high praise and scored the highest on all reviews. To be asked to split the cost on a service (didn't require a part or anything) was unreasonable, to not address the larger issue (rotation not being done) and try and emphasize what was not charge (balance) was insulting. Furthermore, the technician that may or may not have serviced my vehicle completed an "Acura Accelerated Vehicle Inspection Checklist" that gave details of all the work that the service team is recommending to be done, which arrived at the tune of about 1,330.00 dollars. That is adding insult to injury, I can't even get the 19.95 rotation completed but the service team found time to look over the car for a host of other issues that "I may want to start preparing for?" For **** ******* to recommend a balance AND rotation but fails to place write that specifically on the ticket, may allude to a culture of sales pitching and script than customer focus and delivery. It is very difficult to want to protect an investment made with that dealership and take the recommendations of advisers who do not follow up with their work and can't effectively fill out the proper paperwork to ensure a resolution. 

Desired Settlement: I would like a refund on the rotation (19.95 plus applicable tax) that was never completed in the first place, unfortunately I can not confirm if the alignment was done at this time but I will be seeking a second opinion. Also I would like a letter in response to the recent interaction/transaction so that I know someone at Mac Churchill has taken this issue into consideration and still finds value in the customer and their business. Thank you for your time.

Business Response: I have reviewed the concern from **. ******** and we did not rotate his tires at that time we did rotate and balance the tires at a later date a $49.95 value. But for **. ********* inconvenience we will refund him $19.95.

6/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 3/8/14 I purchased a certified preowned car from ****** ******. Before I allowed him to run my credit I thoroughly explained to him how sensitive I am about having my credit ran and exposing my social security number. I explained I am a previous victim of ID theft and I did not want any issues with my credit. He assured me that my credit would be ran once and then the report would be distributed to thier banks for financing and I would get the best deal. At that time, I clearly and firmly stated, "oh nooooo....I don't want my credit ran by multiple banks!" He assured me, in front of my husband that would not be the case (meaning my credit would not be run multiple times). Well, Mac Churchill Acura (in conjunction with each bank they submitted my ssn# to) ran my credit numerous times, brought down my, and caused me adverse action (because of the dive in my score USAA, which I am a member of, did not finance the car for me and told me it was due to numerous inquiries in the last twelve months). The only...and I mean ONLY inquiries I have on my credit in the last twelve months is Mac Churchill Acura. They are dishonest and unethical and they need to do something to resolve this matter. I even specified I wanted my information sent through USAA and the finance person told me he would guarantee it and then he did not. They simply wanted whatever perks they get from using their bank. Now I am forced to use a bank that is not local and I am terribly angered by it. USAA was offering a 2.0 percentage rate and now I am stuck with something higher. I would like an apology and compensation because of their strategic block for perks. I emailed the GM and he has not responded. Please help.

Desired Settlement: I would like an apology and compensation please.

Business Response:

Mac Churchill Acura is sorry to hear that you had an unfavorable experience with the dealership.  We have a sales process that every sales person is trained on, and under no circumstances do they submit a  credit application without first getting written consent from the customer.  When credit is pulled for financing it will have an impact on your credit score, and Mac Churchill Acura does not have control of that.  We apologize for the inconvenience, and for any negative effect you feel we have caused you.

5/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a vehicle in June 0f 2013, along with the vehicle I also purchased GAP waiver insurance, extended warranty and service package. I financed the vehicle through the dealership. In February of 2014 the vehicle was paid in full on the loan through the dealership. I requested a refund on the GAP waiver insurance purchased(2-13-2014). I contacted the dealership numerous times before reaching **** **** in the business department. *** **** emailed me the documents required to seek a refund on the waiver insurance. I filled out the paper work, and attached the letters showing the vehicle had been paid off. I waited one week(3-11-2014) from the time I sent the paperwork to contact *** **** to ask if any other items were needed. She replied by email not at this time and that she would be in contact. After month and no response from *** **** I contacted American Financial (who actually held the GAP waiver warranty. They told me that they had no record of my GAP waiver insurance being cancelled. They had not received any paperwork from Mac Churchill Acura. American Financial allowed me to send the paperwork to them myself, they replied they would then send the information to Mac Churchill who would then send a check to me for the refund amount. I sent *** **** and email and never received a response. I contacted *** **** by phone (4-9-2013) and asked why American Financial had not been sent my paperwork, to this question I received no response. I asked to speak to her supervisor, she transferred me to "***" the ******* *******. "***" told me that my paperwork would be expedited and could expect to receive a check in the next 5-7 business days. I have yet to receive a check or response at all from Mac Churchill Acura.

Desired Settlement: I would like my money refunded to me ASAP along with an apology.

Business Response:

I would like to apologize for the frustrations you have experienced with Mac Churchill Acura.  I have investigated this matter and found that we issued a refund check to you on 04/22/2014.  If you did not receive the check please feel free to contact me at ***************************.

5/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been trying to contact the finance department of this company so I can get a refund for the money payed for the GAP insurance of my car. I refinance my car back in January and every time I call the finance department it just go straight to a voice mail and no one calls back. I send an email to the finance manager and no response from their part either. I currently live in *** *******,Texas and they are located in Fort Worth, Texas. I don't want to drive there unless is completely necessary and for previous experiences I know they can send me the documents by mail.

Desired Settlement: I just want my money back.

Business Response:

I apologize for the inconvenience you have experienced with Mac Churchill Acura.  I would like to help you with this process, and expedite the refund for you.  If you would please contact **** **** in accounting she will make sure that you get a cancellation form.  **** will then make sure that the cancellation is processed and refund is issued.

****** contact information is as follows: **********************

5/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased the vehicle in Spring of last year. At the time of purchase, we had an agreement of a "We Owe". The dealer was to repair a scratch on the rear hatch door. This was signed by the salesman to be honored on and after the date of purchase. The sales team members ******** **** ***** and ***** promised they would call me to furnish me the remain keys to the vehicle as they were misplaced and when I come back for those we would set up service department to make repairs. I had to call back to ***** and requested repair to be made on the vehicle and arranged a time to come to pick up the keys and set up the appointment ( 1 week after the sale). I arrived and ***** did not contact service at that time. He said he would arrange an appointment and call me back. 2 weeks later I called ****** and ***** leaving a total of 3 messages that week to pursue the "We Owe". The following week I spoke with service department and they said they would check with the salesman as they were to initiate the repairs on my behalf. No calls were returned. The following week I left a message with the finance department to call back. MY attempt to get anyone to help. I did not recieve a call back. I went to Acura to inquire ***** and **** were not there and another message was placed. I went to the dealership to explain this level of accountability to another **** (sales department manager). He stated "come on man, you spent all this time and effort for a little scratch" He went on to tell me that this will not be repaired as they have no proof that it is owed. I am in possession f the "We Owe" copy. At this time I do not want them to touch my vehicle. However, this unaccountability is not acceptable. **** stating we sell 400 cars a month and we do not have time to deal with your "we Owe" is frustrating. There were only 2 customers on a Wednesday 3 pm. I asked how this could have been dealt with better, and he explained that I get over it, I have money to make the repairs myself (paraphrasing).

Desired Settlement: I would like ownership of the promise. I took the time and energy to fix the scratch but they ignored there responsibility. I would appreciate a check to take to an outside service center for repairs.

Business Response: I would like to first apologize for the poor customer service you received from Mac Churchill Acura.  I would like to have the opportunity to make this right.  Please contact me so we can make this right for you.

4/25/2014 Advertising/Sales Issues
4/19/2014 Problems with Product/Service
4/13/2014 Problems with Product/Service
4/8/2014 Advertising/Sales Issues
4/8/2014 Advertising/Sales Issues
4/4/2014 Advertising/Sales Issues
4/2/2014 Advertising/Sales Issues | Complaint Details Unavailable
3/30/2014 Problems with Product/Service
3/18/2014 Problems with Product/Service
3/4/2014 Advertising/Sales Issues
1/20/2014 Advertising/Sales Issues | Complaint Details Unavailable
12/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 2007 Tucson Hyundai from Mac Churchill. The DAY I drove off.. the key was stuck in the ignition. I was given a loaner car, that was the 1st of (4)! This purchase took me going multiple times to the lot, to which paper work was lost, sales persons were switched off, and at the end of the day.. (Last night) (11/6/13) I had to call 911 because the car alarm would not stop going off.. this went on two hours.. then again at 1:00 a.m. I have been the laughing stock of where I live, and everyone saw me with all the loaners, they point and say.. "is that your new car" The car is currently (INOPERABLE). The day the key was stuck, I didn't get a good feeling, I returned and begged ! to get my money back. I was told the door was locked and it was a holiday. I won't be able to put all the details, but will say ((((EVERYBODY)))) ask me, what kinda place is that, and WHY are you letting them get away with that. I will say I was desperate, needed a car, due to my car being down, and unreliable.. since I don't have that vehicle anymore.I got this car to stop from being unreliable.. I started a new job.. I was written up.. finally I terminate for not being able to get to work, and my business was to go to clients to make sales, and my vehicle pretty much was my office. I understood I had serious credit concerns from a divorce, and was reminded of that. I have contacted News channels and await return calls.I also found info on previous owner, that was left the glove box. The last contact I had with General mngr. he said "if you have anymore problems bring the car in".. One of the major problems is car will not start, I have videod, being ready for work/church/ect.. no start. I have purchased battery, fuse, ect. ect. this car had gotten me stranded, everytime I ask for help.. they strtd saying "its your car" I have not driven the car a whole week since purchase (4)! loaners and stranded one day,they told me someone would come help.. I sit there from 10:30 a.m til almost 4:00 afternoon.. wait

Desired Settlement: I would like for Mac Churchill to purchase this car back, since they are/were so confident that it was okay to sell. I had multiple repairs they told me it went to hyundai dealership. The vin # since pull reports no dealership, saying work is warranted. It was a safety issue on one repair, gear shift also came off in my hand, since I emailed 6 people at Mac.. the gear shaft went from park to drive without key or foot on brake.. cable non connect. Pls. refund $800, and settle with finance co.

Business Response:

I am writing this letter in response to complaint *******

***. ****** complains that she purchased a vehicle that has and has had several problems and that she would like to return the vehicle. I have spoken with many of the people involved with this issue.

***. ****** purchased the vehicle AS-IS. The key being stuck in the ignition and the other services that were performed on the car were done as a courtesy to ***. ******. We would be happy to again bring the vehicle in and diagnose the issues for her; unfortunately this would be at her expense.

We encourage all customers that purchase AS-IS vehicles buy an extended warranty for any unforeseen issue that may occur.

If you have any questions please contact me.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my dispute. 



12/6/2013 Advertising/Sales Issues
11/27/2013 Delivery Issues
11/23/2013 Advertising/Sales Issues
11/10/2013 Problems with Product/Service
11/2/2013 Problems with Product/Service
11/2/2013 Advertising/Sales Issues
11/2/2013 Guarantee/Warranty Issues
10/18/2013 Advertising/Sales Issues
9/26/2013 Problems with Product/Service
9/24/2013 Advertising/Sales Issues | Complaint Details Unavailable
9/24/2013 Guarantee/Warranty Issues
8/2/2013 Problems with Product/Service
6/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The nature of my complaint is several different issues including a bait & switch on the price of the vehicle, failure to provide a record of all repairs made on the vehicle after purchase upon request, overall horrible customer service and unethical behavior, and the vehicle we purchased ended up being defective. On March 16, 2013, my husband and I were looking to purchase a used vehicle. While searching for a used car online, we had found a 2007 Jeep Patriot that I was interested in. The price was not posted online so I called in to find out the price. When I initially called in, I talked to an associate that could not give me that price of the vehicle and transferred me to the Internet Sales Manager, ****** (I do not know his last name). He did not seem to know the price and had to look into it for me. After several back and forth phone calls on his cell phone, I finally got the price which I was told was $11,500. I told him that was in our budget and would be in to see the Jeep on Saturday, March 16. We spoke on Saturday morning to setup a time to meet. When we arrived at the dealership, it took about 45 minutes for ****** to find the vehicle and "to clean it up for us." My question is, Why wasn't this done before we arrived? Especially when he knew we were coming. After that we took the Jeep for a test drive and my husband and I really like the vehicle and decided to purchase it. Then he asked us, "How much did I tell you the vehicle was?" I said, "$11,500." Then as he was pulling the information for the Jeep, he came to us and said that it was actually listed at $12,500. Then after basically telling us that we might be lying about the price and he need to check the recorded conversation. He walked off to track down the phone conversation. He could not find the conversation because that phone call was from his cell phone. We were really upset because we felt like we were lied to and being haggled. After that, we then asked if we could speak to a supervisor or the General Manager to work out the situation, and we were told by him that we could not, that the General Manager does not deal with customer sale issues and he also did not want to admit his mistake to his supervisor. At this point, we really wanted to walk away from the deal. The whole sale was very frustrating and unprofessional. Unfortunately, we decided to proceed based on the fact that we needed to purchase a vehicle immediately and we really liked the one that we were purchasing. After trying to negotiate a price $750 was taken off the price. We also agreed that the vehicle was to be detailed, an inspection was completed, all fluids filled (oil changed, wiper fluid, etc.) While filling out the paperwork, ****** began to use tobacco dip at the table. From a customer standpoint, this is absolutely unprofessional and disgusting. Next, we went through the financing department and got everything squared away. We were told by ****** that the vehicle would be finished at the service department about the time that we got finished with the financing. After waiting for another 45 minutes after financing and being at the dealership for 4 hours, we left the dealership because the vehicle was not ready and the service department was backed up. We were told we could pick up the Jeep on Monday, March 18, 2013. On Monday, March 18, my husband called the dealership to see if the Jeep was ready and was told it was not ready and would be on Tuesday. My husband called ****** on Tuesday, March 19 to see if the Jeep was ready around 1pm and did not receive a call back. I then called him at 5pm and asked him if he knew the status of the vehicle and he did not know. He told me he was going to find out and give me a call back. After being extremely frustrated at this point, I decided to call the Service department and find out for myself. I was transferred three times to three different people before someone could help me. I talked to ****** (I do not know his last name) and he told me he would find out and give me a call right back. For the first time in this experience, an associate actually was true to their word. He gave me a call back 10 minutes later and informed me that the Jeep would be ready on Wednesday morning, March 20. After several back and forth phone calls and texts from ****** over the next couple of days, we were told that it was not ready that some parts were being replaced (we were never told in detail what exactly was being done on the vehicle). 10 days after actually buying the vehicle, we were able to pick it up. We requested the inspection report and a record of all the work that was done and the parts that were replaced. We never received any of it. We had some communication with the dealership over the next couple of weeks because we never received the license plates. My husband had visited the dealership on May 15, 2013 to check on the license plates and they did a second inspection because the title on the Jeep was out of state in which we were told that the plates were never ordered. We are not sure what they did in the second inspection as we still did not receive a report but we do know that they checked the computer system on the vehicle. The next day on May 16, 2013, two months after purchasing the Jeep, not even two months after actually driving the Jeep off the lot, the vehicle began to drive strangely. My husband took the Jeep to the Mac Churchill Acura dealership, talked to a sales manager and explained that the vehicle was not acting right and they rudely told him that we purchased the vehicle AS-IS and they didn't have to do anything for us because they were not liable. My husband then upset went over to the Service department, that he was just at less than 24 hours before, and they ran a diagnostic test and told him that there was something wrong with the transmission. They couldn't give him the details until they really looked at it. We think its a little strange that we only drove the Jeep twice in that 24 hour time frame and it began to drive poorly. My husband decided to leave and go to a Jeep dealership that had a Jeep certified technician to be sure. Also, we did not want Mac Churchill to touch the Jeep again. We do not trust them at all. My husband took the Jeep to the Don Davis Jeep Dodge Chrysler in Arlington, in which the vehicle barely made it, they ran a diagnostic test and told him that there was something internally wrong with the transmission and it will need to be replaced, the cost would be $4300. When we purchased the Jeep, we did not realize that the manufacturer warranty had expired nor were we told when we purchased it and we were not offered to purchase an extended warranty. This was a huge mistake on our part but we did not expect for the vehicle to breakdown within 2 months, either. We were told that the vehicle was a great condition and we trusted that the dealership was selling us a good reliable vehicle. After I found out that the Jeep's transmission needed to be replaced, I called the Mac Churchill Acura and asked to speak with the General Manager, ******* *******. I left him a voicemail and he called me back within a hour. While speaking to him, he did not seem concerned, or apologetic in anyway. He did not offer to do anything to make it right. Instead he told us that he would see if he could sell us a "cheaper transmission", that he would need to talk to the service manager to see because he was not a mechanic. From my standpoint, we shouldn't have to purchase a new transmission for a vehicle that we just bought. I have been trying to get the records of the repairs done to the vehicle when we first bought it because I believe they knew something was wrong with it and the omitted to tell us that information. In the end, we traded-in the 2007 Jeep Patriot 4x4 for a new 2011 Jeep Patriot from the Don Davis dealership in Arlington. We had a net loss of $4300 (the price of the transmission) plus an $1000 down payment. This price was rolled into our new loan.

Desired Settlement: My husband and I would like some reimbursement for the loss that we incurred during this event. For this entire event, we spent $2500 on a down payment on the 2007 Jeep Patriot 4x4, $4300 net loss from the trade-in for the defective transmission, and another $1000 down payment on the new 2011 Jeep Patriot. Also, I really would like BBB to know that this dealership is selling defective vehicles to their customers as well as the overall safety of buying a defective vehicle. They are not really concerned about the experience they receive while shopping there. I want other customers to know that this happened to us so that it does not happen to anyone else.

Business Response:

I am writing this letter in response to complaint *******.

I read and reviewed *** **********’s complaint. In her Complaint she says that her salesman ****** used bait and switch tactics to lure her and her husband into the dealership. After several bad interactions with ****** and not being able to speak with a manager; she and her husband continued with the purchase of a 2007 Jeep Patriot. At the time that the vehicle should have been delivered it could not be as it had not finished with the inspection process. *** ********** indicates that she was told (I assume by ******) that some parts were being replaced and that was the reason that she could not pick up her vehicle. Additionally, because of an out of state registration issue the plates had not been ordered. Due to the same out of state issue the state safety and emissions inspection had to be performed again. The next day *** ********** says her husband noticed that the vehicle was driving weird. Our technicians determined that there was an issue with the transmission. *** ********** spoke with one of our sales managers who explained to him that they could not help him since the vehicle had been purchased AS-IS. Upon hearing the news *** ********** took the vehicle to a Jeep dealership and they were able to confirm the issue.  *** ********** got in contact with the General Manager and was not satisfied with his offer to source a less expensive transmission for the vehicle. *** ********** was able to trade the vehicle out for a newer 2011 Jeep.

I reviewed the repair records of the vehicle prior to its delivery to *** **********. There were 2 items that were replaced; a headlight bulb and part of the left lower seat trim. According to the inspections; both State and our own multipoint inspections; nothing additional was found wrong with the vehicle.  Additionally, this particular vehicle was also inspected prior to its purchase by Mac Churchill; at the time it was found to be in good working order and ready for sale.  No notations were made by any technician prior to delivery that indicates the possibility of a transmission issue. The Used Car Managers have a guideline and a procedure for any vehicle found to be with major fault they would not have sold any car knowing that a transmission could be bad. The vehicle passed many inspections prior to sale; and the vehicle was purchased AS-IS.

Unfortunately, ****** is no longer with us; although I spoke with his Manager and though she was not directly aware of the situation she has assured me that she will be taking some training points from the letter so that her  and other sales teams will not follow the same process that lead to *** **********’s initial frustration. The issue with the over the phone quoted price and what the price actually was; was a mistake on ******’s side, no corrective action can be taken at this point. Using dip infront of a customer or even in front of many of our managers is a serious offense and against every policy that *** ********* ***** has regarding tobacco use. Our Sales Managers are always available for our customer’s. ****** should have made one of them aware and they would have been able to make this a better situation instead of letting it escalate to this point. I am glad that we were able to have one shining star in our Service Advisor **** ******.

Since the vehicle was sold AS-IS and because no extended warranty contract was purchased with the vehicle; the most I could do; would be as our General Manager did; and offer to find a more cost effective repair solution. As the vehicle has been traded in that is no longer applicable though I assure *** ********** that we take all complaints and complements as points for training in our continued goal towards the highest standards in customer service. Though this situation has proven to be frustrating I encourage Mr. and *** ********** to consider using us for their vehicle needs in the future and allow us an opportunity to change their frustrations for their next vehicle purchase.

If I can be of further assistance, please contact me.

*** ********* *****
**** ****** ** ********* ** **** ******* ************ ** ******** 

6/20/2013 Advertising/Sales Issues
6/14/2013 Problems with Product/Service
6/11/2013 Advertising/Sales Issues | Complaint Details Unavailable
6/7/2013 Problems with Product/Service | Complaint Details Unavailable
5/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have received repeated phone calls and emails from Mac Churchill Acura for advertising their services and post service surveys. I have asked them to stop sending me this information by: 1. Telling the service manager to remove my phone number from their follow up survey people - multiple times in person. 2. When they didn't remove my number, sent a letter to multiple parties within Acura at this dealership and including the CEO of Acura. This was sent in 2009 and stopped the communication that year but restarted in 2010. 3. Clicked the "do not contact" on THREE separate emails in the past 10 days.

Desired Settlement: I am no longer going to use Mac Churchill Acura for any service. I want my contact information removed from their databases and not receive ANY communication from this business.

Business Response:

I am writing this letter in response to complaint:*******

*** ****** complains that we have continued to contact him despite repeated attempts to inform us that he does not wish to be.

I have found that previous attempts to remove *** ****** from our marketing list were either not complete or changed based on questions asked by sales/service personnel. I have contacted our marketing partners and asked for *** ****** contact information be erased from our available marketing lists. Additionally, I marked his customer file as opted out for all marketing and placed his status as “do not contact” for all available options in our customer database.

If *** ****** would please let me know if any additional items are sent to him, from Mac Churchill Acura, I will make sure that they are also taken care of.

If you have any questions please contact me at *************************

4/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 2/28/13 I, ****** ******* am having a serious problem with Mac Churchill Acura in Fort Worth, TX. They sold me a car March 2012 without disclosing the fact that my car had previously been in a wreck. That wasn't disclosed to me until my husband took my car to get an oil change at Nissan of Burleson Feb 2013 and inquired about us trading in our vehicle and at that time Nissan of Burleson informed my husband ****** ******** *** that our car was upside down by $10,000 because it had been wrecked. So now I am stuck in a vehicle that has so much upside down equity that I can't even trade it in. I have had such a horrible experience with Mac Churchill Acura. I brought it to their attention and experienced poor customer service initially from ***** ****** a finance manager. I went this Monday, February 25, 2013 to Mac Churchill and was addressed rudely by a finance manager ***** ****** stating that Mac Churchill basically couldn't do anything for me and I was stated by law your sales man should have disclosed that information to me. He then stated to me that I should have asked. Like I informed him I didn’t know anything about buying a car and that I needed a reliable vehicle because I travel so much in the military. So then I said that is a lawsuit waiting to happen. The finance manager ***** ****** stated to me well have a lawyer contact my lawyer then. I got everyone’s information that I spoke to and walked out. Then as my husband and I were walking to the car the same sales manager ran out stating how about we trade your car. So we go back in and deal with a few other people, whose names were the car salesman ******, the finance manager ****, and their boss who is also a finance manager ****. So for the most part we dealt with ****** the salesman and **** the finance manager. They came with all these different cars that they could put us in to “make the mistake right” of the initial car salesman that we dealt with. We looked at a few vehicles and test drove one. So we decided to get this car that they informed me I was only eligible to trade my car for. I felt pressured because every time I asked to speak to my husband about our decision and they sat at the table waiting to hear us discuss the matter rather than give us privacy. We felt pressured to get the car. So we chose to get the car but at the time I didn't bring any check stubs or proof of address but they sent me back to finance and had me sign blank documentation. So then we drove off in the Volvo which I already had a little draw back about due to the high mileage on the vehicle. So on Tuesday I spoke to my salesman ****** and he stated they needed my check stubs and W-2. I have never had a car salesman ask for my W2. So I informed ****** that I would be in Wednesday and talk to them. Wednesday morning I informed ****** that I didn’t want the vehicle due to it having too many miles for the amount of money they are requesting that I pay. So he stated that I would speak to the finance manager **** when I came. So yesterday I arrived around 6:20 to Mac Churchill and my husband, my mother, and I waited roughly 15-20 minutes before he came out and spoke to us. I told **** I didn't want the car because of the mileage and I know I am able to return the vehicle because my information couldn't be processed without my paycheck stubs being turned in and the finance manager processing it. So then **** stated that give him time to see what other vehicle he could put me in so I waited another 45 minutes until he came out again. At that time **** stated to me that he was going to return my original vehicle back to me and research to get the vehicle that best fits my needs. I was fine with that. So then I give my vehicle plates back to this man named **** another finance manager. So then 5 minutes later **** and **** come out to the table where I am sitting and **** stated that I can't get my vehicle back because a bank has already approved the loan. He stated that I only have two options is to either keep the vehicle or take option #2 which is to get the car at a lower interest rate of 7%, monthly payment of $580, and a term of 60 months. So I told him no I don’t want the car at the amount of miles that it has. **** said those were my only 2 options that I have and he has no reason to lie. I told him that I travel way to much in the military and I need a low mileage vehicle. I asked how could a bank approve the loan and they don't even have my check stubs and **** stated to me they can waive that. I then got on the phone with my sister who has worked in the loan department so she knows when someone is trying to do something illegal. So my sister talked to **** and he tried to inform her that my car had been paid off and she asked him was my car paid off or were funds obligated to pay off my car. **** stated that funds had been designated to pay off my car. So then I asked to see my documentation with the Lien Holder information. So then **** the financial manager went into the finance office that is a secured area and came back out without any of the information that I requested. At that time I asked **** again to see all of my documentation in my folder. Then **** goes back into the finance office secured area and brings out only my contract. So he showed me the form that was once blank when I signed it and now it had numbers that weren’t there. So I asked who is the lien holder and he said your contract is complete. I then went into my purse and pulled out my original contract for my 2009 Nissan Maxima and on the Gap contract the lien holder is on there. So I asked ****, “Where is the Gap documentation with the Lien Holder? **** kept stalling and didn’t want to give it to me. So my husband and I started walking over to the finance secured area and we hear **** the finance manager stating you are supposed to be grown and now you think you can walk in here and do what you want. Then he was still mumbling something else that we couldn’t hear. So then my husband turned around and told **** that he has been making slick remarks since we started talking to him. So they exchanged words and were about to fight. So I told my husband it isn’t worth it. So then I walked up to the door and asked another finance manager can I see my information in my record. So then **** walked in and grabbed my record and handed it to the finance manager and they took the paper out and started inputting my information in the system while we were standing right there. I then pulled out my phone and started recording what they were doing. While I was doing that a finance manager by the name of ***** came and closed the door while I was recording, so I moved down a ways to continue to record them trying to input my information. So then ***** the finance manager came out with my record and asked me to follow him to another office. When my husband and I went into the office with him he pulled out my contract and stated, “**** ******* your initial contract was not accepted by the bank and so we will give you back your vehicle and get the keys back to the Volvo.” ***** also informed my husband and I that the bank wanted Mac Churchill to come back and re-accomplish the application and give a better and lower sales amount. At this time **** the other finance manager brought my mother into the office where we were. So I then asked for copy of my contract with void on it so that I have proof that I am not the owner of the Volvo. He gave it to me. So then I asked ***** the finance manager could I have the other documentation with void on it? So then he continued on to say that the other documents are voided and are no longer needed if the contract is voided. ***** stated that the other papers were needed just for audit reasons and I didn’t receive those documents. So ***** told **** to have someone put my plates back on my car and bring my car around front. It took about another ten minutes for them to do so. At this time we went out to the Volvo to get my items out and put them in my car and then took the keys back to ****** the salesman. He gave us our keys back by this time it was about 8:30pm. I now know that Mac Churchill has hired people who aren’t trust worthy and try to force you into situations that you are not familiar with. I also know that I must do my research on the vehicles and the dealership. My question is what happens to the dealership and the employees who do this to customers? ****** *******

Desired Settlement: I would like to trade my current vehicle for a new vehicle not a used vehicle with no money down and Mac Churchill pay my vehicle off in full and I am not held liable to the depreciation of the vehicle due to Mac Churchill failure to provide accurate information to the customer and also the lack adequate customer service. Mac Churchill should be held responsible for the depreciation of my vehicle. That should be their loss since they sold the car under false pretenses.

Business Response:

I am writing this letter in response to complaint: *******

*** ******* complains that on a visit to a Nissan dealership she found out that her car had been in an accident which she had not previously been informed about. Upon returning to Mac Churchill, she received an effort to correct the situation that was poorly handled and she received poor customer service.

From what *** ******* relates in her complaint some processes were not handled in the way that they should have been; which caused the confusion and miscommunication that is a theme throughout her complaint. There is no excuse for this and we would sincerely like an opportunity to make a different impression on her.

When we offered to trade in *** *******’ car our Used Car management initiated an attempt to make a customer happy.  The vehicle that *** ******* purchased from us in March of 2012 does have an entry for a “minor accident” in its Carfax report.  We do not have to disclose this information; but should the accident been more than a cosmetic issue we would have. We provide Carfax reports upon request. Had the car have had any defect that would have affected the safety or drivability of the vehicle we would have repaired the issue or informed the customer of the damage.  When our Used Car Managers determine the value of a vehicle they incorporate all factors that they know about into the price of the car. This means that the price of the car would have been the same had *** ******* known or not known about the accident. Subsequently, the financial situation that *** ******* finds herself in would be the same; however as a courtesy to our client we were willing to trade in the vehicle for a better than average value.

When *** ******* came back to provide documentation she was asked for current check stubs and W2s she found this odd. The reason that we asked for that was to show proof current financial stability and a history of it. Normally the Check stub would be enough because of the “year to date” but since it was so early in the year the W2 would provide the information that any financial lender would accept.  Though this situation started off in a different way than normal the salesmen initially involved followed the correct process.

Once *** ******* said that she was not happy with the vehicle the confusion started. I have informed our Used Car Managers to the situation and they have assured me that they will find out everyone that was involved and make sure that they are aware of the processes. Thank you for letting us know that ***** was able to resolve the immediate situation involving the most recent vehicle.

*** ******* requested the ability to purchase a new car with no money down and to get her current vehicle paid off.  Since all the information that we had for *** ******* was from Late February we would need to get some information before we would be able to discuss options for a new car. I have made our New Car Director ***** ******** aware of the situation and he is waiting for her call. He will make sure to do his best to accommodate her.

If you have any questions please contact me.  

 

3/29/2013 Problems with Product/Service | Complaint Details Unavailable
1/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a used 2012 Dodge Charger on 10 Nov 2012 from Mac Churchill Acura. A carfax was pulled and showed no accidents. I noticed the trunk was touching the bumper and the paint was erroding away. I showed the salesman and he then took it back to the "touch up" department and the errosion was removed and the bare metal was touched up with paint. The trunk was still in contact with the bumper and the salesman said, "since it is a 2012 it will still be under warranty". So I took it to a Dodge dealer and the Dodge collision department noticed the bumber was actually touched up suggesting the bumper was pushed in one way or another and I should take it back to Mac Churchill and see if they would warranty the damage since the factory warranty did not. I contacted my salesman and he said his manager will not warranty anything without seeing it. So I took the car in about an hour later. The salesman grabbed my keys and no more than ten minutes later he returned stating the manager will not cover the damage since he gave me a discount on my sale. So I asked, "so he knew the charger had a little accident?" The salesman said no the car was not in an accident. So I asked ,"How was I given a discount for that then?" So I asked to speak with the manager. I waited five minutes and the head of the my salesmans team came out and not the manager. Basically telling me they will not fix it, they don't have a body shop and the car was purchased used and doesn't come with a warranty.

Desired Settlement: Since the damage was identified at the day of the sale and Mac Churchill tried to touch up the trunk but failed to correct the root cause, I want Mac Churchill to repair the bumper and trunk. The trunk edge is worn down to the metal which will lead to corrosion.

Business Response:

I am writing this letter in response to complaint ********

I have reviewed *********** complaint and spoke with all of the salesmen that were involved.  At this time I spoke with our General Sales Manager and came to the conclusion that we would need to look at the car and speak with the customer directly to get further information concerning this issue. I have contacted *** ******* and scheduled a meeting for 1/15/13. I hope that we can use this opportunity to come to a conclusion of this matter.

If I can be of further assistance, please contact me.

1/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent a formal request in on 6/29/2012 to cancel my ROAD key replacement warranty. And sent the requested additional cancellation form on 7/05/2012. It has been over 5 month since I requested the cancellation of warranty and the refund has not been issued. Kim Web stated on 9/17/2012 "Dear Sir, I truly apologize and don’t know what I was looking at, but yes, your lienholder is BB&T and I mailed the refund to AHF. I have contact them to return the refund and I will forward a check to BB&T. I apologize for this confusion and will get it correct ASAP. Please let me know if there is anything else I can help you with. Thanks" I have repeatedly contacted Mac Churchill and have gotten no response on the issue.

Desired Settlement: Option A- $800.00 refund check issued directly to me within 10 business days and written apology. Option B- $800.00 refund check issued directly to me within 10 business days. Option C - delivery confirmation number & check number of payment sent to BB&T and proof payment was posted within 5 business days

BBB Response:

MESSAGE FROM BUSINESS:

I am writing this letter in response to complaint: *******

I have spoken with *** Web concerning this situation. Due to an error *** had sent the refund for *** ******’ cancellation to the wrong lienholder; as stated in the letter. Once this was brought to her attention *** worked on getting this situation corrected.

On 12/12/2012 a reissued check was sent to the correct lienholder. I have verified that the check was sent and we verified that the check had cleared with the lienholder on 12/18/12. For your convenience I have attached information about the check printed from our system.

  

BBB Response:

MESSAGE FROM BUSINESS:

I am writing this letter in response to complaint: *******

I have spoken with *** Web concerning this situation. Due to an error *** had sent the refund for *** ******’ cancellation to the wrong lienholder; as stated in the letter. Once this was brought to her attention *** worked on getting this situation corrected.

On 12/12/2012 a reissued check was sent to the correct lienholder. I have verified that the check was sent and we verified that the check had cleared with the lienholder on 12/18/12. For your convenience I have attached information about the check printed from our system.

  

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

1/17/2013 Problems with Product/Service | Complaint Details Unavailable
1/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: It was 8 pm when we finalized all the paperwork for the purchase. My salesperson told me to bring the car in two days and he would have it detailed and the seats deep cleaned. When I returned the service department told me I needed a written order for the work. When I got with my sales person again he took in back and tried to clean the seats himself, did a poor job and no other cleaning of the interior. He made representations during the sale that were not kept.

Desired Settlement: I want the interior deep cleaned as I was told.

BBB Response:

MESSAGE FROM BUSINESS:

I am writing this letter in response to complaint *******.

I have reviewed this complaint and spoken with the Special Finance Director and Salesman involved.  Mrs. ****** has been contacted; and through a various series of events we took the car we sold her back and exchanged it out for a new car.

**** ****** our Special Finance Director informed me that Mrs. ****** is happier with her new vehicle. He will be contacting her directly in the next day or so to make sure she is still happy with her new purchase.

If I can be of further assistance, please contact me.       

12/8/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I went to Mac Churchill on Saturday, October 13th, after receiving a flyer from the dealership on special financing and options. I explained that my car only had 27,000 miles on it and was in good condition, but I was upside-down on the loan. I said that I only wanted to buy another car if I could help fix the situation and better myself. I was taken into finance and assured that I could get the terms I wanted - 12% interest or less - better car. The finance manager, had me sign the contract stating that he would have "the girls" shop the loan and get the terms. He said a copy of the paperwork would be mailed to me when it was completed. I recieved the contract on Monday, October 22, and the interest rate was 15.95 % with an extended warrant at an additional $3,000. I called the finance manager and left a message on Monday by calling the main number and going through the receptionist. I never received a call back. I went to the dealership on Tuesday, October 23, and asked to speak with a sales manager. We waited ten minutes and then finally had to go and ask someone to come out and help. I explained the situation and the sales manager asked the finance manager to come over. The sales manager proceeded to tell me that I did not sign a blank contract that the numbers were there when I signed and that he had video to prove it. I asked to see the video because my husband agreed that the numbers were not there. I was told that the video may have been erased. The finance manager ask if he could get a better interest rate, would I be happier. I told him not now, I just wanted my old car back. I talked with the General Manager and was basically told that I bought the vehicle and I was stuck.

Desired Settlement: I would like to have the interest rate I was promised. Also, Mac Churchill needs to stop having customers sign blank contracts. I didn't know that was an illegal business practice until I checked into it.

Business Response:

I am writing this letter in response to complaint *******.

*** ****** has complained that she signed a blank contract with Mac Churchill Acura for a vehicle on October 13th. Additionally she states that she wanted a certain (or lower) interest rate and received a higher interest rate; with the addition of an extended warranty. *** ****** wishes to receive the lower interest rate that she was originally interested in and have the practice of having customers sign blank contracts stopped. I have investigated this issue.

Unfortunately, since we do not finance cars ourselves we are only able to quote the interest rates that the financing institution gives to us. In this case the finance rate was not what *** ****** had requested. The Finance Manager offered to shop other banks to find additional options for *** ******* which she references. This was attempted but no better rates were found. We will not be able to change the interest rate for *** ****** although she can contact the financing institution that currently holds her car note and they may be able to help her with making this adjustment.

Additionally, I have found that it is our very strict policy not to have any customer sign a blank contract under any circumstance.  After speaking several times with Finance Manager involved, he assured me that the contract that *** ****** signed contained all of the information that is currently on it prior to her signature.

We maintain that the contract that was signed by *** ****** was filled out. I have alerted the Finance Director to this situation; he reinforced how strict this policy is. I would suggest that *** ****** not sign any contract that has not been filled out completely.  I hope that despite this situation that *** ****** enjoys her vehicle.

If I can be of further assistance, please contact me.

12/4/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My partner and I went to this dealership to look at a used Mercedez Bens that they had advertised. My partner had been in constant contact with the used car salesman all day and when we arrived at the dealership they informed us that the vehicle had been sold, however no one at any point in time during the day had told us that it was sold. We then proceeded to test drive and purchase a certified pre owned 2010 Acura TL. It was late on a friday evening when we finished our paperwork and were told that we could pickup the car tommorow (saturday) after everything was finalized with the bank. Saturday came and we never heard anything from the dealership, I called and spoke to the salesman who said he couldnt do anything about it. I spoke to the used car sales manager who was extremely rude on the phone and seemed completely disinterested in helping us. We then called the salesman back and told him we no longer wanted to go through with the deal because we felt like they were not being fair to us nor were they interested in making sure our sales experience was good. Shortly after this our salesman called back and said we could come pickup the car that the deal was finalized. The next week we inquired about the other key that was supposed to come with our vehicle but didnt, we were told by our salesman that they didnt have it and that we could go on ebay and buy one and have it programmed. After being fed up with all of the run around we were getting we contacted Acura direct and spoke with them, they helped us get some of our issues resolved. Yesterday 10-10-12 I received a phone call from a gentleman who stated he had bought our used vehicle that we had traded in and wanted to know if I had the spare key to it, I remember signing a paper at the delaership that said they would not release my information except to lenders for financing. So how did this person get my number?? Then this morning 10-11-12 I called Intellipayment which is who Mac Churchill set us up with to handle the bank draft of our car payments because no money had been taken out of our account. They told me the finance agent at the delaership should have told me that we were responsible for the first payment, which they did not. I have tried to be patient and give them opportunities to fix issues but it just seems to be one problem after another.

Desired Settlement: I would truly like for them to just fix their problems so other people dont have to go through this. I would also like an apology in writing from the owner of the dealership. I would also like to hear from the owner of the dealership and find out why he allows his employees to provide substandard service.

Business Response:

I am writing this letter in response to complaint *******.

*** ******** complains that he did not receive information about his vehicle after finalizing the paperwork. He also complains that he did not receive a second key to his vehicle. Additionally, he states that we did not inform him that he was responsible for his first payment and that the new owner of his traded in vehicle contacted him for a spare key. I have reviewed the situation with the salesman and a few other employees that were involved with this particular situation.

After speaking with *** ********’s salesman I found that the reason that *** ******** was not contacted was exactly what he stated; we were waiting to receive information from the financial institution that was going to be financing the vehicle. *** ******** completed his paperwork after 5pm on a Friday, many banks are not available at that hour and many more do not have financing officers available on Saturdays. Since the vehicle’s purchase had not been finalized yet *** ******** had not been contacted. After *** ******** spoke with our Used Cars Director; our Used Cars Director made the decision to release the car to *** ********’s possession despite the transaction had not been finalized yet.

The occurrence of another customer contacting *** ******** for a spare key is strange indeed. We do not give anyone’s information out to another customer at all. There are no exceptions to this rule and all of our employees are aware of it. We do have an employee whose job is to get spare keys from the customers that we take in traded vehicles from. Often he will prioritize vehicles that have been sold in his list to call on; this may be what occurred. Additionally, there are several ways to get information on a car including registration information using the VIN of the car. Without talking to the person that contacted *** ******** it would be difficult for use to do more than speculate as to the way that this occurred.

The situation with the second key is troublesome; please let me know if this has still not been resolved.

If I can be of further assistance, please contact me.

11/19/2012 Problems with Product/Service | Complaint Details Unavailable
10/22/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I call about wanting to have my car refinanced came into the office 2/212 spoke to a sales last guy name pullidio. Told him my concerns wanted a lower rate and smaller down payments. I stayed at that office while for about 2hr to 3hrs while thy look for a possible bank that could finances. while waiting thy said were going to have u sigh paper work before u leave the guy never went over much off paper work or what my payments would be.. so than with in a couple of days pullido and another sales guys came to meet me at a place near my job to discuss what had changed..i need to sighn paper work but that my payments would stay the same way. I ask him what the name of the bank is he couldnt give me that information but that it was a 3rd party bank.. called him later that day he said the same bank i had orginal fin. the car with that was all he could do and that the warranty was still good for another more yr and i could get another car in nov if payments were on time ..so i told him this is not what i sighn up for and made him look for other banks that could help..but other banks declined me..so i called to speak to his supervisor for weeks and never got a response. he said ms amancio u sighned these papers there nothing we can do but wait till nov and see if i could get another car..so thy tack another 3000 dollars to my balances..when i got there i owned about 11,000 now its 14,000 dollars and i cant get car sold for that prices..can someone please let people know that the sales guys and dealership is running a scam on people and supervisors never tried to help or return a call maria

Desired Settlement: I want to get out off this contract with this dealership and want 3000 back ..i know longer want there bussiness.I wanna stay with toyota i purchased car with them and keep the that contract with them...nothing changed not the finaces charges or payment he just got a deal from me and tack on 3000 more than the car is owed i never got apology from supervisor or a call from them.... can someone please call me thanks maria

BBB Response:

MESSAGE FROM BUSINESS:

I am writing this letter in response to complaint ********

*** ******* complains that she came into get refinanced in her current car, for the purpose of lowering payment. Her complaint was that an amount of money was added to the principal of her loan and that due to the new amount she would not be able to sell the car for the new amount.

After speaking with the 2 salesmen involved with this situation, I have found that *** ******* was not eligible for many of the programs that we were offering at that time. The situation was such that no other financial institutions were willing to accept her refinance as she indicated in her original letter. Her original bank that financed her was willing to work with her and fulfill the refinance request that she had made.  From the information I gathered and from the original letter, the bank was not able to offer her significantly lower payments.

*** ******* also mentions that we added money to the principal of her loan. Unfortunately this is not entirely accurate. When refinancing a loan you are subject to state and federal taxes, title fees, and other required fees which indeed add to the principal of the loan. *** ******* also opted to add a warranty to her vehicle at the time of refinance which also adds to the amount of principal.

As *** ******* indicated the deal that she made was with a 3rd party bank. This means that we have no way of letting *** ******* out of her current loan and into her previous loan; especially 6 months later.I know that both salesmen involved in this deal went out of their way to help her. I am sorry that *** ******* feels that we had in anyway tricked her. I would suggest to *** ******* that she contact the bank that she currently has this loan with to see if they perhaps can make any changes or offer her any assistance.

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  

8/28/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a used vehicle from this dealership. They failed to disclose the problem issues with the vehicle. I had to point out the DTC code and the issue when turning the vehicle hard left or right. They assured me any problems were covered by the manufacturer's warranty. I brought the vehicle to the Mitsubishi dealership and the DTC code was for the timing chain. So a major engine component was bad. The Mitsubishi dealership pointed out that one of the wheel studs was broken off. They showed me the maintenance sheet from Mac Churchill which indicated that they replaced 3 tires and did a rotate and balance. That means Mac Churchill knew the wheel stud was broken and did nothing to replace it. Later, I determined that the turning problem was with the transfer case. The fluid was horrible with large amounts of metal indicating, most likely, that the fluid had never been changed. Additionally, Mac Churchill performed some sort of body repair, also undisclosed at sale, which I noticed when I replaced the taillights with aftermarket versions. The rear bumper valence was not properly installed after their repair. I maintained constant contact with John Torres at Mac Churchill, however, he didn't bother to respond to my last correspondence. Mac Churchill failed at every opportunity to correct their problems. Anyone in the car business knows you don't offer a vehicle for sale with known TDC codes, known safety issues, and then back it up with lousy customer service. The issues with the vehicle should have been corrected prior to being offered for sale. Period.

Desired Settlement: Mac Churchill needs to refund my down payment in order to cover the costs incurred, my time (both as a customer and as a mechanic), and for an utter lack of customer service. It was a shameful business transaction on their part and people there KNEW that there were issues with that car and did not bother to correct them prior to offering for sale.

BBB Response:

MESSAGE FROM BUSINESS:

I am writing this letter in response to complaint ********

*** ****** is complaining that when he purchased an as-is car from us that he needed to point out a DTC code as well as noticing several other issues with the car after the purchase. He complains that we knew about safety issues and sold the car anyway. Additionally, he complains that after the sale we were unresponsive to his needs and complaints.

After speaking with the service advisor that handles the used cars, he said that the car had been to Mitsubishi for a warranty repair after we checked the car out. At that point, the tire replacement and rotation had been performed. Mitsubishi did not alert us to a possible issue with the strut or the timing chain.After receiving the car back from the manufacturer repair with no further trouble reported we placed the car into inventory.  Additionally, prior to this repair we had:

·        Performed a state inspection

·        Performed an oil change

·        Replaced the wipers

·        Touched up the paint

Since this is an as-is car we do not perform as extensive of inspections as we do with our Certified Pre-owned Acuras. At no time was the strut reported to us as broken prior to or at the time of sale.

I additionally spoke with **** ******* whom *** ****** mentions in his note as a person that he was in constant contact with. After speaking with ****, I found out that *** ****** was offered a loaner car to drive while we took responsibility for the DTC code and would attempt to handle the warranty repair with Mitsubishi ourselves. *** ****** told his salesperson Rode that he would handle the repair himself.  **** spoke several times with *** ****** and did his best to help at every point including making sure with Mitsubishi that the car was under warranty and contacting the Mitsubishi dealership with the verification.

There was no safety issues detected when we sold the car to *** ******. Mitsubishi as well as our own technicians worked on the car prior to sale and did not alert us to any possible issues. Should he have taken up our offer to get the car fixed under warranty he would have not had to handle that issue himself. The car that he purchased was an as-is car. Every customer has the opportunity to have a 3rd party technician come and evaluate the car.  We are sorry for the additional troubles that *** ****** experienced.

If I can be of further assistance, please contact me.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint. 

I would like to add that I am not surprised that the dealership decided to hide behind the "as-is" clause in the sale of the vehicle.

"*** ****** is complaining that when he purchased an as-is car from us that he needed to point out a DTC code as well as noticing several other issues with the car after the purchase."

Typical scapegoat response.  Of course, as a customer should I NOT point out an OBVIOUS problem with the vehicle?

It is quite clear that they care little about the incident considering that the IT Director is the responder. 

***** ****** ** ********* ** **** ******* ************ ** ********

Mac Churchill Acura"

In saying that they care little, I will clarify that it is merely an annoyance from their perspective considering the message received includes several errors about the complaint and problem to which was never mentioned, discussed or an issue.

"Mitsubishi did not alert us to a possible issue with the strut or the timing chain."

There was never an issue or complaint about the STRUTS. So what is that even about?  As far as the timing chain, the HUGE TRIANGLE in the middle of the dash display would be the first indication that the timing belt was at fault considering the LARGE BRIGHT RED TRIANGLE in the dash is ONLY LIT FOR ONE REASON: TIMING BELT.  So, yes, since it was active during the road test and WITNESSED by the sales associate Rode, it was a KNOWN problem by someone at Mac Churchill and likewise at whatever Mitsubishi dealership they allegedly brought it to.

The repair and maintenance is somewhat confusing also. The Carfax lists no body repairs to the vehicle, yet clearly the car received significant paint repair as the wheels still have overspray on them.  Additionally, the stereotypical salesman who first greeted us with the age-old "we have a lot of people looking at this one" told us the vehicle had received body repair on the rear bumper.

"Additionally, prior to this repair we had:

·        Performed a state inspection

·        Performed an oil change

·        Replaced the wipers

·        Touched up the paint "

As far as the state inspection is concerned, it is there legal duty to complete the inspection since the vehicle is owned by them during the timeframe in which the previous inspection expired. That is no favor to me, that is what they had to do.  Also, that oil change was not performed correctly, as they used conventional oil.  Mitsubisihi SPECIFICALLY calls for synthetic oil to be used in this vehicle.

"I additionally spoke with **** Torres, whom *** ****** mentions in his note as a person that he was in constant contact with."

Now, as far as **** ****** is concerned, he did not respond to all of my communications, indeed he did not bother to contact the Mitsubishi dealership I brought the vehicle to in order to fix the timing chain issue.  NOT ONCE. 

"After speaking with ****, I found out that *** ****** was offered a loaner car to drive while we took responsibility for the DTC code and would attempt to handle the warranty repair with Mitsubishi ourselves."

Now this is an unequivocal LIE.  We were not offered a loaner car until my wife called to complain. After the heated conversation with the rude representative, my wife was told we could come pick up a loaner while WE had the Mitsubishi dealership near our residence repair the vehicle.  We live about 55 minutes from Mac Churchill. Picking up a loaner from them is completely inconvenient anyway.  I will be very clear, **** ****** NEVER offered to take in it himself to Mitsubishi.

"There was no safety issues detected when we sold the car to *** ******. Mitsubishi as well as our own technicians worked on the car prior to sale and did not alert us to any possible issues."

Considering I have the paperwork sent from Mac Churchill to Clay Cooley Mitsubishi, it is quite clear that the broken wheel stud, a SAFETY ISSUE, was known to Mac Churchill as they replaced 3 tires and performed a rotate and balance. BY DEFINITION, they would have had to remove the wheel lugs to do this. SO YES THEY KNEW THE WHEEL STUD WAS BROKEN OFF.

And below is the summary of their utter apathy towards the situation and pinpoints EXACTLY how they could care less:

" Should he have taken up our offer to get the car fixed under warranty he would have not had to handle that issue himself."

I was expressly told that the issue could be correct at any Mitsubishi dealership under warranty.  Since Clay Cooley Mitsubishi IS the closest Mitsubishi dealership to us, that is where we took it.  The fact that he states that there was an offer to get the car fixed IS THE ADMISSION OF KNOWING THERE WERE ISSUES WITH THE CAR.

In closing, I would like to add that there are numerous complaints towards this dealership online from numerous sources. This would indicate independent and substantial evidence against the dealership for poor business practices and unethical behavior.  I hope that the BBB views this seriously and acts accordingly.  Thanks for your time.

**** ******

Business Response:

There is not an AS-IS “warranty” cars are sold AS-IS; meaning that we checked them out make any needed repairs before sell them. In *** ******’ particular case we found a defect that was covered under the original manufacturer warranty; and before the sale of the car we had the original manufacturer repair the car. After the sale *** ****** ran across another such issue that was not evident or detected by us or the original manufacturer.  Again we worked with him and the original manufacturer to settle the situation. The sales team helped because they were going the extra mile for their customer to try and help make him as happy as possible. Several issues that were detected were either done after sale and/or part of the risk of buying anything AS-IS.  All customers are given the opportunity to have the vehicle that they are purchasing looked at by a 3rd party we even have numbers for such people that have been used in the past.

 

Attached I have the document signed by *** ****** stating that the car was AS-IS. Additionally I have included the State inspection items that were requested.

8/21/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I leased a new Acura ILX form ************ ***** July 10, 2012. They promised to payoff the Toyota that day. As of today July 19, Toyota has not recieved the payment. they threatened to affect my credit score. The service and attitude of MacChurchill is terrible. They treated me badly when I refused to buy their extended maitnenance. Now out of spite they have not paid off my trade as promised. I want a 1000 dollar discount for all my troubles. Now I can risk bad credit out of no fault of me but their delay in the paying off my previous trade. The finance guys name is *******. Also when I called orginally i wanted a silver with tan interior. They said it was available. I ended up with a dark silver and dark seats.

Desired Settlement: I leased a new Acura ILX form ************ ***** July 10, 2012. They promised to payoff the Toyota that day. As of today July 19, Toyota has not recieved the payment. they threatened to affect my credit score. The service and attitude of MacChurchill is terrible. They treated me badly when I refused to buy their extended maitnenance. Now out of spite they have not paid off my trade as promised. I want a 1000 dollar discount for all my troubles. Now I can risk bad credit out of no fault of me but their delay in the paying off my previous trade. The finance guys name is *******. Also when I called orginally i wanted a silver with tan interior. They said it was available. I ended up with a dark silver and dark seats.

Business Response:

 

I am writing this letter in response to complaint *******.

*** ** is complaining that we did not send the payoff check to Toyota for his trade in on time. He complains that this was done out of malice for not purchasing an extended warranty. He also complains that he was treated poorly by ******* (Finance Manager).

I spoke to our Finance Director about *** **** complaint that he was poorly treated and the specific issue with the pay off. The Finance Director explained to me that there had been issues with the financial institution; that this particular deal was with; that had caused a delay. Additionally, he assured me that he would talk with ******* about this situation.

I also talked to our accounting associate that handles the payoffs for all of our trade-ins. The check that was written and sent out was dated July 13th. Our process dictates that we cannot mail a check to the client’s previous finance company until we have received confirmation that the new deal is confirmed and has been funded by the new financial institution.  Because of the delay with the financial institution we side stepped our process and sent the check on July 23rd. We received confirmation from the new financial institution on July 27th.

I understand that the risk that we took matters little to *** **, although I can assure him that this delay was not done out of malice. Our Accounting team did everything they could including sending the check before receiving notification from the new financial institution.

If I can be of further assistance, please contact me.

**** ****** ** ********* ** **** ******* ************

IT Director

*** ********* *****

 

Consumer Response:

I want a courtesy credit of 299(montly payment) for all this trouble. Also they kept my check book. The sales people rushed to get out all my things. One of the internet sales manager

said he found my check book. Until now they never mailed it back to me

 

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

*** **

 

BBB Response:

  BBB Ft. Worth Texas
1300 Summit Avenue, Suite 101
Fort Worth, TX 76102
Phone: (817)332-7585 | Fax: (817)882-0566
info@fwbbb.org
********** **** *******

MAC CHURCHILL AUTO GROUP INC
**** ** **** ***
Fort Worth  TX  76137
 
 
Dear **** *******:

 

As a service to your business, this message is in regard to consumer feedback submitted to the BBB about your business on 7/18/2012 9:11:52 PM by *** ** .  This feedback was assigned ID *******.

 

Although the consumer has not expressed satisfaction in the resolution of the complaint, the BBB has determined that the response from your company addresses the disputed issues and exhibits a good faith effort to resolve the complaint.  Therefore, this complaint has been closed.

 

If you have any questions, however, we are happy to assist you.  Thank you for your cooperation in this matter and for your support of our goal of voluntary self-regulation. 

 

Regards,

 

 

***** *****



MESSAGE:

I want a courtesy credit of 299(montly payment) for all this trouble. Also they kept my check book. The sales people rushed to get out all my things. One of the internet sales manager

said he found my check book. Until now they never mailed it back to me

 

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

*** **

 

8/3/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In March 2012 I visited Mac Churchill Acura to purchase a Certified Pre-Owned 2010 Acura TSX. I dealt with sales person ******* ******, who was helpful all along the way. One the night of the purchase i signed all the needed paperwork in the office of the "Finance Manager", whose name i cannot remember at this time. I declined to purchase the Acura Care extended warranty since the car was advertised as "Acura Certified" and still under factory warranty. I left with the car and everything seemed great. The next day i received a call from the Finance Manager who i had signed the paperwork with the night before and he said he was able to get me a better rate on the loan and if i came back and re-signed new paperwork it would lower my payments. I made the drive back out and asked for him when i arrived. He was off as this was the following day. I met with another gentleman, I assume another finance manager to sign the new paperwork. When we set down i started to sign all the same paperwork from the night before when i noticed that the dealership had automatically added the Acura Care extended warranty package to my loan for $2,400. When i stopped and said excuse me I declined this when i purchased the car, the Finance Manager told me that in order to get the lower rate from Honda Finance i had to have that Acura Care Package. I did not know this to be untrue, and i figured since they were the same, Acura and Honda, maybe they had a deal worked out or something, and my payment was still lower so i did not question it any further. Afterwards a colleague of mine (I work at a large bank) in auto finance told me that this was completely a lie. The finance company doesn't factor in whether you buy the extended warranty into their rate. I then called Honda Finance customer service and they told me the same thing. So basically the Finance Manager at the dealership lied directly to my face to sell me a $2,400 extended warranty which I originally declined the night i purchased the vehicle under the pretense of it being the only way of getting me a lower rate. I found out this was completely false by calling Honda Finance directly. This is deceptive and dishonest sales and I would never have paid $2,400 for an extended warranty for a car still under factory warranty.

Desired Settlement: I would like the dealership to remove the $2,400 warranty from my loan. If the money cannot be removed from my loan without re-running my credit and doing another loan, then I would expect the dealership to refund me for the warranty they slammed onto my loan by lying to me.

BBB Response:

MESSAGE FROM BUSINESS:

I am writing this letter in response to complaint *******.

*** ******* has complained that we told him that he had to get an extended warranty as a requirement in dropping his payment from the one that we originally settled on. He maintains that we defrauded him out of $2,400 for the cost of the extended warranty.

I spoke with the Finance Manager that handled this deal. He described the situation as *** ******* described it up until the resigning of the contract. What happened from his perspective is that he explained to *** ******* that he would now be able to include the Acura Care service warranty (this is not an extended warranty) in addition to lowering his payments. The Finance Manager related that at the time of the original contract signing the Acura Care was removed because the finance company would not cover the additional cost. It was added back onto the contract because, in addition to the extra savings that we could provide, we would also be able to cover the Acura care feature.

 It is our practice to describe each and every addition to the contract and explain all items added on to the sale of the car for the sake of full disclosure. Acura Care is not an extended warranty; it is a service contract that is intended to help cover the costs of car repairs even after the warranty is gone. It is not outside the realm of reason that *** ******* did not fully understand the Finance Manager’s explanation of why it was placed back on the contractas he also did not fully understand what Acura Care is.

An explanation of Acura Care can be found at **************************************************************** We are sorry for *** *******’s misunderstanding of why the Acura Care option was provided. We hope that he will enjoy this additional service contract that we were able to provide with the additional savings he was able to get.

If I can be of further assistance, please contact me.

BBB Response:

MESSAGE FROM BUSINESS:

I am writing this letter in response to complaint *******.

*** ******* has complained that we told him that he had to get an extended warranty as a requirement in dropping his payment from the one that we originally settled on. He maintains that we defrauded him out of $2,400 for the cost of the extended warranty.

I spoke with the Finance Manager that handled this deal. He described the situation as *** ******* described it up until the resigning of the contract. What happened from his perspective is that he explained to *** ******* that he would now be able to include the Acura Care service warranty (this is not an extended warranty) in addition to lowering his payments. The Finance Manager related that at the time of the original contract signing the Acura Care was removed because the finance company would not cover the additional cost. It was added back onto the contract because, in addition to the extra savings that we could provide, we would also be able to cover the Acura care feature.

 It is our practice to describe each and every addition to the contract and explain all items added on to the sale of the car for the sake of full disclosure. Acura Care is not an extended warranty; it is a service contract that is intended to help cover the costs of car repairs even after the warranty is gone. It is not outside the realm of reason that *** ******* did not fully understand the Finance Manager’s explanation of why it was placed back on the contractas he also did not fully understand what Acura Care is.

An explanation of Acura Care can be found at **************************************************************** We are sorry for *** *******’s misunderstanding of why the Acura Care option was provided. We hope that he will enjoy this additional service contract that we were able to provide with the additional savings he was able to get.

If I can be of further assistance, please contact me.

Consumer Response:

Hello, 


The dealerships response states that I wanted the Acura Care Service Plan during the original signing of the paperwork, but the finance company wouldn't cover the cost. This is completely false. I fully declined the extended care plan during the original signing, and attempted to decline it during the re-signing but was told by the finance manager that to get the lower payment i HAD to take the warranty. I fully expect the finance manager to lie to whoever is conducting the "investigation" at the dealership, since we are talking about defrauding a customer out of $2,400.


The fact remains that regardless of what the finance manager is willing to admit, he in fact did tell me that I HAD to take the Acura Care Service plan to get the lower payment. This is false, i confirmed by contacting the finance company directly. I am not saying the dealership is purposely doing this or had knowledge, but what I am saying is that the finance manager who put together to second deal added this feature KNOWING i declined it during the first signing, to make money for the company at my expense but tricking me into thinking I had to take it to receive the better interest rate therefore lowering my payment from the original deal. 


I understand the dealership does not want to admit this as it's a serious offense. I am not looking to get the company in any trouble, I don't even really care if the employee is disciplined, however I want a resolution to the fact that I was tricked and lied to into buying a $2,400 service plan for a car which is still under factory warranty and that i DID NOT WANT. 


If the dealership is not willing to try and come to some type of resolution or compromise, then I see how they operate their business and I will not hesitate to put this all over the internet, blogs, message boards, and if I have to I will see how interested the local news is in doing a story on a dealership who's employees are lying and tricking their customers into buying service contracts they don't want by telling them they have to in order to get better interest rates.


I do not want this service contract, but if i'm forced to keep it, I will accept some type of middle ground or compromise from the dealership, such as a partial reimbursement for the plan and leave it on my loan, and call it even. But I will not sit back and allow them to continue defrauding me now that I know the facts that I did not have to buy this plan to get a lower interest rate. 


AND LET ME BE 100% PERFECTLY CLEAR TO THE DEALERSHIPS REPRESENTATIVE - YOUR FINANCE MANAGER SPECIFICALLY TOLD ME THAT I HAD TO PURCHASE THE ACURA CARE PLAN IN ORDER TO GET THE LOWERED INTEREST RATE. 


He did NOT explain to me as you put it in your response that I could now include it and it would be covered by the finance company and still give me a lower payment. that's a great cover story, but completely FALSE. Whether you choose to acknowledge your employees deceit if your business, but it doesn't change the fact that it's true. I will continue to pursue this until a resolution can be agreed upon. If I have to move past the BBB, and do everything I know if to make your dealings public, for trying to screw me out of $2,400, and then not being willing to own up to it and resolve it when caught....I will.

 

Consumer Response:

Hello, 


The dealerships response states that I wanted the Acura Care Service Plan during the original signing of the paperwork, but the finance company wouldn't cover the cost. This is completely false. I fully declined the extended care plan during the original signing, and attempted to decline it during the re-signing but was told by the finance manager that to get the lower payment i HAD to take the warranty. I fully expect the finance manager to lie to whoever is conducting the "investigation" at the dealership, since we are talking about defrauding a customer out of $2,400.


The fact remains that regardless of what the finance manager is willing to admit, he in fact did tell me that I HAD to take the Acura Care Service plan to get the lower payment. This is false, i confirmed by contacting the finance company directly. I am not saying the dealership is purposely doing this or had knowledge, but what I am saying is that the finance manager who put together to second deal added this feature KNOWING i declined it during the first signing, to make money for the company at my expense but tricking me into thinking I had to take it to receive the better interest rate therefore lowering my payment from the original deal. 


I understand the dealership does not want to admit this as it's a serious offense. I am not looking to get the company in any trouble, I don't even really care if the employee is disciplined, however I want a resolution to the fact that I was tricked and lied to into buying a $2,400 service plan for a car which is still under factory warranty and that i DID NOT WANT. 


If the dealership is not willing to try and come to some type of resolution or compromise, then I see how they operate their business and I will not hesitate to put this all over the internet, blogs, message boards, and if I have to I will see how interested the local news is in doing a story on a dealership who's employees are lying and tricking their customers into buying service contracts they don't want by telling them they have to in order to get better interest rates.


I do not want this service contract, but if i'm forced to keep it, I will accept some type of middle ground or compromise from the dealership, such as a partial reimbursement for the plan and leave it on my loan, and call it even. But I will not sit back and allow them to continue defrauding me now that I know the facts that I did not have to buy this plan to get a lower interest rate. 


AND LET ME BE 100% PERFECTLY CLEAR TO THE DEALERSHIPS REPRESENTATIVE - YOUR FINANCE MANAGER SPECIFICALLY TOLD ME THAT I HAD TO PURCHASE THE ACURA CARE PLAN IN ORDER TO GET THE LOWERED INTEREST RATE. 


He did NOT explain to me as you put it in your response that I could now include it and it would be covered by the finance company and still give me a lower payment. that's a great cover story, but completely FALSE. Whether you choose to acknowledge your employees deceit if your business, but it doesn't change the fact that it's true. I will continue to pursue this until a resolution can be agreed upon. If I have to move past the BBB, and do everything I know if to make your dealings public, for trying to screw me out of $2,400, and then not being willing to own up to it and resolve it when caught....I will.

 

Business Response:

 

I am writing this letter in response to complaint *******.

It is unfortunate that we cannot reach an agreement on this matter.  I encourage *** ******* to look at the many benefits and savings that Acura Care can provide.However, it is always *** ********* right to cancel his Acura Care. He will need to come into the dealership and speak with a Finance Manager to sign a cancellation form. As it is detailed in his contract he has 60 days from purchase to get a full refund as per the terms detailed. He should contact a Finance Manager at ***** ******** as soon as possible to find out any additional details.

Previous to his original letter we received no communication from *** *******, contacting us at the dealership is always the best way of getting questions and concerns answered. We maintain that the Finance Manager did not require that the Acura Care service contract be added to the contract. I have attached a copy of the Acura Care paperwork. I have highlighted a section that details that the purchase of the Acura Care service contract is not required for purchase of the vehicle, obtaining financing or for registration.

We apologize for any confusion and will make sure that it is clearer in the future.

If I can be of further assistance, please contact me.

Business Response:

 

I am writing this letter in response to complaint *******.

It is unfortunate that we cannot reach an agreement on this matter.  I encourage *** ******* to look at the many benefits and savings that Acura Care can provide.However, it is always *** ********* right to cancel his Acura Care. He will need to come into the dealership and speak with a Finance Manager to sign a cancellation form. As it is detailed in his contract he has 60 days from purchase to get a full refund as per the terms detailed. He should contact a Finance Manager at ***** ******** as soon as possible to find out any additional details.

Previous to his original letter we received no communication from *** *******, contacting us at the dealership is always the best way of getting questions and concerns answered. We maintain that the Finance Manager did not require that the Acura Care service contract be added to the contract. I have attached a copy of the Acura Care paperwork. I have highlighted a section that details that the purchase of the Acura Care service contract is not required for purchase of the vehicle, obtaining financing or for registration.

We apologize for any confusion and will make sure that it is clearer in the future.

If I can be of further assistance, please contact me.

Consumer Response:

Good evening, 


I do not completely reject this response, and would be satisfied if allowed to return to the dealership and cancel the Acura Care plan for a full refund as mentioned in your response. However please be advised that i am about 2 weeks past the 60 day period mentioned in your response. If the exception of being 2 weeks past the 60 day period can be made under the circumstances, I would be satisfied with the resolution and withdrawal any complaints with the BBB and move past this issue.

Since I would be speaking with a random finance manager at the dealership unfamiliar with our correspondence, a reply from you stating/authorizing my ability to cancel past the original 60 day mark would be appreciated. In the alternative, please advise someone specific to speak with who has been informed of the issue so i do not waste an hour driving out to the dealership from Frisco just to be told I'm sorry you're 2 weeks past the 60 day mark and then have to leave without a resolution.

It hasn't been that far past the 60 day mark and I would just like to get the plan canceled, resolve and close the issue, and move on. I don't have any desire to try and continue to bring negative publicity on the dealership, I just want to feel as though they acknowledge my concern regarding the sales practices I was subjected to, and make a good faith effort to resolve the situation. I appreciate that in the future Finance Managers will be more clear about the Care plan and that it's never required to receive any lower interest rates. Please respond and advise if the dealership is going to give me any more trouble regarding the "60 day" period when I try to cancel the plan. 

Consumer Response:

Good evening, 


I do not completely reject this response, and would be satisfied if allowed to return to the dealership and cancel the Acura Care plan for a full refund as mentioned in your response. However please be advised that i am about 2 weeks past the 60 day period mentioned in your response. If the exception of being 2 weeks past the 60 day period can be made under the circumstances, I would be satisfied with the resolution and withdrawal any complaints with the BBB and move past this issue.

Since I would be speaking with a random finance manager at the dealership unfamiliar with our correspondence, a reply from you stating/authorizing my ability to cancel past the original 60 day mark would be appreciated. In the alternative, please advise someone specific to speak with who has been informed of the issue so i do not waste an hour driving out to the dealership from Frisco just to be told I'm sorry you're 2 weeks past the 60 day mark and then have to leave without a resolution.

It hasn't been that far past the 60 day mark and I would just like to get the plan canceled, resolve and close the issue, and move on. I don't have any desire to try and continue to bring negative publicity on the dealership, I just want to feel as though they acknowledge my concern regarding the sales practices I was subjected to, and make a good faith effort to resolve the situation. I appreciate that in the future Finance Managers will be more clear about the Care plan and that it's never required to receive any lower interest rates. Please respond and advise if the dealership is going to give me any more trouble regarding the "60 day" period when I try to cancel the plan. 

Business Response:


I am writing this letter in response to complaint *******.

*** *******, I have consulted the Director of Finance and he has told me that cancelling the product should not be an issue.  The amount of the refund and its distribution will have to be discussed with a Finance Manager.

 

I have made the Finance Manager **** aware of the situation.  I have told him that you will be contacting him soon. Contacting the dealership directly in these matters is always the quickest and easiest way to handle your concerns and questions.

 

The number to the dealership is ***** ********

 

If I can be of further assistance, please contact me.

 

Business Response:


I am writing this letter in response to complaint *******.

*** *******, I have consulted the Director of Finance and he has told me that cancelling the product should not be an issue.  The amount of the refund and its distribution will have to be discussed with a Finance Manager.

 

I have made the Finance Manager **** aware of the situation.  I have told him that you will be contacting him soon. Contacting the dealership directly in these matters is always the quickest and easiest way to handle your concerns and questions.

 

The number to the dealership is ***** ********

 

If I can be of further assistance, please contact me.

 

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. Although the business states it will take 8 weeks to process the refund, I wish to close this matter and accept the resolution.


 

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. Although the business states it will take 8 weeks to process the refund, I wish to close this matter and accept the resolution.


 

8/1/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I recently saw a ad on ************** for a vehicle a 2000 saturn le300 model car with 147000 miles for the price of $1995.00 or close to that amount not sure of exact price, I called the number listed and set up an appointment with salesperson to look at car the next morning. I made this appointment at 7:30 pm for 10:00 am friday, I called that morning when I was in route to the dealership to be sure they still had it available for I had to actually get a ride as I totalled my car the previous wednesday. They assured vehicle was still available. The dealership is not close to where I live espescially because the address when punched into a gps takes you 20 plus miles out the wrong way on 820 which a worker told me that this was a common problem and when we were lost the recptionist wasnt even able to direct us how to get to them, putting me on hold for 5 plus minutes trying to find someone who could tell us how to get to them. We arrive at dealership I sat down with salesperson, she goes to get the keys, but 20 plus minutes later she comes a tellls us they sold the lower end vehicles the previous night to a wholesaler and they couldnt sell me the car, the car was still on the lot, she says hold on let me go see if I can talk my manager into letting me sell you this car, another 20 minutes later a genteleman comes out and he says that the car wasnt sold to a wholeseller but the check engine light just came on and the car wouldnt even make it a hundred miles, 2 different stories so I said well why dont you show me or shall I say prove to me the check engine light is on let me test drive it, but that wasnt possible, so we leave and while we are still in the dealership parking lot we call the dealership and schedule an appointment to come and see the same vehicle for 3 pm that day the saturn and was told it was still available. Your dealership salespersons lied to me on 4 seperate occasions in one day, I had $2500 cash in my pocket and just needed a temporary vehicle until I setteled with my insurance company, I had a honda and wanted to get a acura but wanted to wait before commiting to payments for about 6 months but I will never step foot in a acura dealership again, I spent five hours with my five year old child for what, to be lied to

Desired Settlement: I still need a vehicle and would like something with the same price and mileage as you guys advertised and promised

BBB Response:

MESSAGE FROM BUSINESS:

I am writing this letter in response to complaint *******.

*** ***** has complained that she came into the dealership after viewing an ad for a car that was priced under $2000.00. She placed a call to us to confirm that the car was available. Since it was she came into the dealership where she found that we had slotted that car for wholesale due to the condition that it was in. She then left the dealership and made an appointment for the same car from the parking lot.

After investigating I found that the car in question was not safely drivable. When *** ***** called she talked to our scheduling company who only has access to our web inventory. Because it was still in inventory they told her that the car was available. Once cars are scheduled for wholesale the keys are put in a location not accessible by sales people for the sole purpose that it is an indication that the car cannot be sold.  However until the wholesale cars are sold, they are still in inventory. This is the sole cause for the confusion that *** ***** experienced.

I have notified our Sales management staff what has occurred so that they may make adjustments to avoid this confusion in the future.  Since *** ***** has made it known that she would not like to buy an Acura because of this experience we are hesitant to contact her directly. However, we would really appreciate the opportunity to make this situation right. If she is still interested in purchasing an Acura or one of our many used vehicles she call our Internet Sales Director at ***** ********. He will be able to handle each and every one of her questions or concerns.

If I can be of further assistance, please contact me.

7/23/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a used 2012 Acura TSX from Mac Churchill Acura on 05/31/2012. When I purchased the vehicle I agreed to an amount and was advised by both my salesman ****** ****** and the finance manager who processed my paperwork **** ******** that the amount that I was financing included all taxes and fees that needed to be paid to obtain both the title and the Oklahoma tags were I live. I confimed with both of these men who are supposed to be the experts that I would owe nothing when my tags were ready at the Oklahoma DMW. And I was assured everytime by both of them that this was correct that all taxes and fees were part of the amount on paperwork and I would owe nothing. One week and a day later on 06/08/2012 I received a call from **** ******** advising that he miscalculated my taxes and that I now owe more money. I asked how this was possible when I had signed contract with them showing all fees were taken care of I would be punished for his error. He explained that it didn't matter that if I did not pay them that he would not give me the title to the car, he then told me to have a nice day and hung up on me. I called him back within an hour of this initial phone call and received a call back the next day on 06/09/2012. I again tried to get an explanation for them not honoring the contract they have with me and asked him to confirm again that he was threatening not to send me my title. He then advised that he would send me the title but advised that I would not receive the tags until I paid them more money and he once again did not even apologize for him the experts mistake nor did he try to help come to a conclusion, he then again hung up on me. On 06/11/2012 I then called the General Manager of the dealership ******* ******* tohelp me wit the situation and was directed to his voicemail where I left a voicemail requesting a call back due to an issue I was having with the vehicle I purchase from his dealership. I then called *** ******* again on 06/12/2012 and again left a voicemail where I received no call back. On 06/12/2012 also sent an email to *** ******* requesting a call regarding my issues. To date I have yet to hear from anyone at Mac Churchill with a possible solution for their misreesentation and the fact that they will not honor the contract that I agreed to with them.

Desired Settlement: I would like for the dealer to honor the contract and agreement that I entered into with them that for the amount that I signed for on 05/31/2012 that I would receive a title and the Oklahoma tags that I was promised by the two men that I dealt with on the purchase of my vehicle.

BBB Response:

MESSAGE FROM BUSINESS:

 

I am writing this letter in response to complaint ********

At the time of this writing we have been in contact with **** ****** and have been able to resolve this matter successfully.

If I can be of further assistance, please contact me.

6/18/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This visit to Mac Churchill Service Department started out with setting up an appointment to get touch ups on my husband’s vehicle that were owed to him from when we purchased the vehicle at Mac Churchill. When we arrived for our appointment we were told the touch up person would not be available due to him being out of town. Typically, this would not be a problem because a local customer could reschedule and return another time, but in our situation we live four hours away from the dealership. When making this appointment I specified several times that we were driving a long distance to get this done. I never received a follow up phone call notifying me that the touch up person will not be available and to reschedule. A simple phone call would have prevented some of this inconvenience. The Service Advisor assured us she will take care of us by continuously telling us she would take our car to a local Acura dealership to get the touch ups done, so that our trip would not be a waste of our time. Later to find out by the Service Manager that taking our car to another Acura dealership for touch ups was never an option. The service appointment was originally scheduled for touch ups, an oil change, a car wash, and to fix a squeaky noise. We were advised that multiple technicians listen to the vehicle to determine the source of the squeak and they all determined it was the tension belt. My husband wanted this problem fixed, so the Service Advisor agreed to get a quote for the part and the labor. She advised us the total to fix the squeaky noise would be no more than $300.00. Later to find out from the Service Manager the part and labor is covered under our Certification on the vehicle. Not only was she about to take our money for something that was covered under our Certified Acura warranty, but she also, according to the Service Manager, never had a technician inspect the squeaky noise based off the form that should have been initialed with the technicians diagnosis. After speaking to the Service Manager it was clear our vehicle was not going to be completed that day and we would need to drive back to Fort Worth the following weekend. I requested we get compensation for our lodging, fuel, and other traveling expenses and he said he could not grant my request. I also requested someone from Mac Churchill to deliver our vehicle to our home, but he also denied that request. He loaned us a vehicle for the week and said he would do the 60,000 mile service and detail the vehicle at no cost for our inconvenience. I noticed our loaner agreement was expired and emailed the Service Manager to send me an updated agreement reflecting the correct information and never received a response. I called him to check on the status of our vehicle on Wednesday (the day he was supposed to call me with a status update) and he did not answer. I left a voicemail message and again never received a response. I called the next day and asked for an update and he transferred me to Service Advisor. She said the 60,000 mile service was completed and the touch ups would be completed before we arrived Saturday at 3 p.m. The Service Advisor said she wanted us to be happy and she would be giving us some coffee mugs and key chains. I have yet to receive a coffee mug, key chain, or more importantly an apology from Service Advisor. After traveling another four hours the next Saturday to pick up our vehicle we left the dealership and my husband realized the oil change indicator on the dashboard still reflected the oil life at 40% which is what it was at when we first dropped off the vehicle. The maintenance sticker on the windshield also did not reflect that the oil change had been accomplished. Either my oil was never changed or basic protocol is not a required to be followed at Mac Churchill. My husband checked the oil on the car before returning to Mac Churchill and of course the oil was low. Should I believe that our oil was changed after seeing all the indications that it was not done and listening to Service Advisor who has continuously lied to us? This is absolutely ridiculous! Mac Churchill Service Department has continuously and consistently lacked at providing satisfactory service. When we arrived at the dealership I spoke with an Acura technician and he suggested the oil was low. The Service Advisor had him put in a full quart of oil to bring it up to a normal level. I truly believe an oil change was never performed on our vehicle. In my opinion Mac Churchill has wasted two of our weekends, a large amount of money, and countless efforts to get standard service. When we left Mac Churchill again we did a further inspection on the car and noticed several other unacceptable incomplete items. All the places that were supposed to be touched up were not fixed. We walked around our vehicle with the Service Adviser and the Service Manager and specified each spot to be touched up, and apparently neither one of them was capable of relaying the message to the touch up person. We also noticed the windshield wiper inserts were not replaced and tire pressure was not set to factory specifications as listed of service to be completed in the 60,000 mile inspection. Once again I believe the 60,000 mile service was not completed. Neither was the car detailed as promised by the Service Manager, but the technicians were able to put a bunch of black marks on the leather.

Desired Settlement: I have been in contact with the Service Manager from Mac Churchill Acura after also filling a complaint letter with the President of Mac Churchill Acura. Ther Service Manager offered to pick up our vehicle to re-evalute the issues because he was not 100% sure that all the issues were taken care of. I explained to the Service Manger there is no way we can entrust Mac Churchill Acura Service Department with our vehicle. I would really like to have some kind of compensation for our travel expenses we incurred in the two weekends due to the lack of service and lies we had to deal with from Mac Churchill Acura. We will still need to locate another Acura dealership to get issues resolved that Mac Churchill Acura was supposed to fix, but instead lied about.

BBB Response:


The issue that Mrs. ******* is having is that our service department was not able to perform the services that were desired and promised to her.  Specifically, she complains that her appointment was made without the awareness that the technician that was required to do touch-ups on her car was not available. Another complaint is that when this occurred her Service Advisor promised many reparations that were not deliverable. Additionally, she complains that part of her 60,000 mile checkup which was promised to be done for free was not complete. As compensation she would like an amount of money to cover her travel costs.

It is unfortunate that Mrs. ******* has had a less than desirable experience with the Mac Churchill Service department. It is our desire to make this right inside the policies and procedures that we operate in. We cannot fulfill her request to pay her travel expenses in the form monetary compensation. We have offered Mrs. ******* to cover any additional costs of service that follow with the 60,000 mile checkup (which we will do for free), the touchups that she requested, and any warranty work that may need to be accomplished. Additionally, we have offered to deliver a loaner car to her when we pick her car up; as well as delivering her car back to her once the service has been completed. Since the Service Advisor that waited on Mrs. ******* is no longer with Mac Churchill Acura; our Service Manager has expressed his desire to provide continued personal attention to this matter.We would encourage Mrs. ******* to give us another chance to earn her trust and business.

 

5/8/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After my purchase of a 2009 Honda on December 16, 2011, I learned that the car had been in an
accident. At first I experienced minor problems which were fixed by Honda. (See letters and bills
attached). But soon the problems loomed Larger and I was on my own.
Recently I paid ********* ******** circa $225 for a front brake job; then they gave me an estimate
for a rear brake job (see attached submitted circa $300 by their service manager *** *******
**************
They, as well as **************** (see attachment from J*** *******************) observe
signs of mal-aligrunent and suspension problems. The car currently whistles, shimmies and shakes
when coming to a full stop.
There are so many things wrong with it that I have been thinking of selling it only 31/2 months
after the purchase. With that in mind, I contacted two car companies. ****** (see attached)
says it's only worth $9000********** ****** ***** go even lower at $8000 and tell me that with
trade-in, I would have a balance of$20,000 for their cheapest model new car. But, I am a Fort
Worth retired educator living on a limited retirement income!
There is no hope of a trade-in with Mac Churchill-their contract (see attached) is hemmed in with
legalize. The attached car-fax mentions the accident, but does not detail the damage. Sadly a car
which has been in an accident is never righted again!
I hope you can advise me. Perhaps if they could reduce the price from $12,000 to $8000 at least,
I might be able to handle some of the cost.

Desired Settlement:

Business Response:

I am writing this letter in response to complaint ********

*** ******* has complained that her car has been having problems since she purchased the car in December of last year. Most notable are recent issues with the car’s brakes. She complained that they shimmy and shake when she comes to a stop, additionally makes a whistling noise. This is commonly caused by issues with the car’s rotors being worn or otherwise bad. Bad rotors can be caused by bad brakes, and with the shaking will in time (the amount of time depends on the usage) cause alignment and suspension issues. Worn brakes and rotors are common issues, and if not taken care of quickly will cause more serious issues much like what *** ******* is experiencing.

Unfortunately, *** ******* purchased the car “as-is” and did not choose to purchase the extended warranty. Despite no extended warranty; we could have been more assistance had *** ******* brought the car in to our service department immediately after experiencing the initial issues. We also cannot verify that the car was purchased with the bad rotors or brakes. We have to assume; since the issues did not start immediately; that they went bad while *** ******* owned the car. 

We would be more than happy to repair her car for her and will offer her $30.00 off the repair or 10% off whichever is greater. Additionally, I’m not sure why *** ******* is under the impression that we would not accept her car in as trade. I would encourage her to come speak with our Used Car Sales Director (**** ***** ************) so he can give her a quote for her car as a trade in.

If I can be of further assistance, please contact me.                

4/24/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 2008 Acura TL from MacChuchill Acura in October 2011. The first Saturday after I purchased it, it did not start. They had to replace the battery. Since purchase, the tire pressure in the front left tire was much lower than the others - I finally took the car to Discount Tire today and they had to replace this tire. The technician said this particular tire was much older and substantially more worn than the other 3 tires. MacChurchill supposedly performed a Certified Pre Owned 150 Point Inspection before I purchased this vehicle. After not one but two issues within 6 months of purchase - I do not think this inspection was performed up to Acura standards.

Desired Settlement: I would like Mac Churchill Acura to pay for the tire I just had to replace ($258.04). This tire should not have passed the 150 point inspection - specifically #64 Tires (OEM size, speed and load rating/ matching brand and type) #65 Tires (No road hazard damage/proper tire pressure) and #66 Tires (Check for uneven wear or sidewall cracking). This tire would not have passed any of those points, and should have been replaced prior to purchase.

BBB Response:


The issue that Ms. ******* is with the age of the tire that was on the car that was purchased. The certification process for tires on a Certified Pre-owned Acura has multiple requirements. One requirement (#66 on the Acura certified checklist) is that all tires are at or better 5/32 tread depth and are evenly worn. As a hypothetical example; should 3 of the tires be 10/32 and 1 tire be 5/32 the requirement has been met. Another requirement is that all 4 tires must be from the same manufacturer and rated for the car they are on (#64on the Acura certified checklist). The final requirement is that the tire pressure is correct and that there is no road damage to the tire (#65 on the Acura certified checklist). Since we have no way of verifying the state of the tires other than that our technicians passed the car on this point; coupled with the fact that Ms. Curl had no complaints on the state of  the tires at purchase or at her first service; we must assume that the state of  the tire was acceptable for this requirement. All of these requirements were met and in no way represents the age of the tire.Neither the state inspection nor our recertification process requires tire age as a standard to be met.

It is unfortunate that Ms. *****cquired a slow leak in her tire, but any number of situations could have caused this issue. We can only be responsible for the tire until the customer leaves the dealership with the car at the time of purchase.This is compounded with the fact that the issue began several months after purchase of the car. We feel that we are not liable for the replacement of this tire.

If I can be of further assistance, please contact me.

**** ****** ** ********* ** **** ******* ************

IT Director

Mac Churchill Acura

Consumer Response:


They did not perform the 150 point inspection on my vehicle and I have never received proof of inspection nor a copy of my contract. I will take this matter to Acura corporate if I have to, but this matter is not resolved.

Regards,

******* ****

 

Business Response: Inspection report attached.

3/30/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a used Ford Five Hundred from Mac Churchill in december of 2010. After the negotiations we signed all the paperwork including the contract. The original contract we signed included an extended warranty. Two days after the sale we were called and asked to come back in and finish up some "minor paperwork". Unbeknownst to us and definitely not explained to us, we signed an entirely new contract which did not include the extended warranty. I later found this out about a week later when the car startde having trouble with the transmission. When I asked my original salesperson about it he said the lender would not approve the contract with the extended warranty in it so they had replaced it with some free oil changes. I have spoken to several "managers" about this and every time I am told someone will get back with me. Today I took the car in for one of my free oil changes(ha ha) and asked to speak to the general manager ******* *******. While I was in his office he had a phone call from another customer with apparent issues with their warranty as wll. He proceeded to tel the customer "I don't have to do anything about it" and "Don't take that tone with me" and "I am very well aware of the by-laws but I send alot of business their way so they do what I want". After which he told me pretty much the same thing. I NEVER took a rude tone or any kind of tone with this man yet he proceeded to treat me like a piece of trash. I ended the conversation after I saw it was going nowhere and told him he was a very rude, unprofessional man then I left. I have been trying to keep my faith in this business that someone would see the wrong and try to make it right. I have tried for over a year. I am done trying to handle it internally with the business especially after the way I was treated today. Please help me.

Desired Settlement: I would love to be able to return the car, get back my down and trade-in and years worth of payments. At least get me into a car with an extended warranty and no transmission problems.

BBB Response:

MESSAGE FROM BUSINESS:

*** ***** complains that he was not informed that the warranty was removed from his contract~ this is simply not true. The original contract with the warranty was submitted to a lender; and the financial Institution could not advance enough funds to cover the car and the warranty both. When *** ***** returned he was presented with both the paperwork he expected and the revised contract without the warranty. He was informed to the fact that the lender would not cover him for both, and that we had drawn up a new contract. Despite the financial institution could not advance enough to handle the car with warranty we offered him a series of free services as amends for the denial. 
We maintain that ******** was made aware of the change In his contract to not include the warranty and signed it with this knowledge. We are sorry that the lender would not provide the full amount to cover the warranty. It was always an option for *** ***** to purchase the warranty on his own accord. 

Consumer Response:

I had expected this response. This is exactly what someone caught practicing underhanded business tactics would say. I leave this to the Bureau to decide any further action. Know however that I remain and will remain a very unhappy and dissatisfied customer until I feel like wrong has been made right. It would be interesting to know what other paperwork I was "presented" with on that occasion, since it was only the "revised contract" that I later found in that folder. The fact remains that I was brought in under false pretenses otherwise they would never have mentioned this mysterious other "paperwork". Instead I would have been told I was coming in to sign a NEW REVISED CONTRACT! That should have been a forefront reason for calling me to come back in! That should have been what was made clear to me IMMEDIATELY upon resuming talks! Not this other mystery paperwork! I reassert my original position on the matter and was hoping it would warrant a more professional response than "he's lying!".

Regards,

***** *****

BBB Response:

MESSAGE FROM BUSINESS:

Attached is the contract that *** ***** signed as well as the maintenance agreement that provided with the car but as stated due to the lender not covering the extra cost of the Warranty it was not included on his contract. 

Consumer Response:

Sending a copy of the contract doesn't explain why I was brought in to sign it under false pretenses. I will continue to tell everyone I know about the underhanded business dealings at Mac Churchill Acura. Your salesmen lie to make a sale and your GM is a highly unprofessional, rude, pompous goon who treats people like they are insignificant to him. I remain an unhappy, extremely unsatisfied customer.

Regards,

***** *****

 

1/5/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This dealership is awful. I bought my first Acura in September, from a used car dealer. There was a known problem with the vehicle's mirrors, covered under warranty. The problem has only been partially fixed. However, I am VERY reluctant to EVER return to this dealership as a man there, named ****** ********, left me a threatening voice mail while my car was there for service. To this date, while people at the dealership have apologized, I have received no apology from Mr. ********. Furthermore, I feel like this dealer has no remorse for the disrespect that I endured. Why do I say that? Service Director, ***** *******, did return my e-mail but ultimately let someone else from his dealership speak to me and General Manager, ******* *******, never even bothered to return my calls. They brag that they are an award winning dealership on their website. My experience is quite the contrary - they had an opportunity to WIN a customer. I don't expect people to be perfect. A simple, "I'm sorry, I was having a bad day when I did that" would have been great. I understand we are all human and have bad days, but this dealership has made NO efforts to make this right. I keep saying I will go to Goodson Acura (the next closest dealer) to get my car repaired, but that is 25 miles from my house. Thus, my car remains unrepaired. My mother has an Infiniti. They wait on her hand and foot and go out of their way to make her happy. I can provide examples if needed. That's what I expected from Acura. From the treatment I received, I feel like I own a Hyundai, not an Acura!

Desired Settlement: I want my car fixed. I want a sincere apology Quite frankly, I want another car that is NOT an Acura. This dealership has completely soured me on Acura as a brand and they are the only dealership for 20 miles so I have no choices. I understand people have bad days but *** ******** had MANY opportunities to fix this, so at this point, I feel he should be FIRED for the way he acted.

Business Response:

I am writing this letter in response to complaint ********

I have reviewed the complaint and spoke with the employee’s involved in this situation. The customer that made the complaint (***** ****) brought his used car to the service department for the concern of inoperative side mirrors. The Service Advisor (*** ********; who is no longer with the dealership) wrote the car up and should not have assigned the customer for a loaner car for this issue. Upon diagnosis the mirrors were working, and no work was done to them. The customer was then contacted to return the loaner car and to pick up his vehicle.

The customer was called several times by our *** ******** with no response to any of the messages that he left. It was at this time, approximately 6 days after *** ****** car had been dropped off, that ****** ******** (Service Manager) was made aware of the situation. *** ******** advised *** ******** to contact the customer and advise the customer that the loaner car was due and should he not return the car soon that a fee of $60 per day would be charged.

A few more days passed, and the situation that *** **** had still not responded to any correspondence by *** ******** was brought back up to *** ********** attention. It was at this point that *** ******** called *** **** and let him know that it had now been 8 or more days since he had left with our loaner car. *** ******** informed *** **** by voicemail that by contract the loaner car was due to be returned the next day. In addition, that if the car was not returned soon he would begin charging a $60 fee per day as our only recourse to the delayed return of the loan car.

*** **** then responded to his sales person and not *** ********. It was then related that *** **** was known to be out of town and that he would be bringing the loaner car as soon as his returned from Canada.

As of today *** **** has been contacted and a workable solution has been found. *** **** has agreed to return around the first of 2012 to take a further look at his mirror issue.  *** **** was not charged any fees for the delay in returning the loaner car. We are pleased to have been able to resolve this issue with *** ****.

If I can be of further assistance, please contact me.

 

**** ****** by authority of ***** ******* (Service Director)

IT Director

Mac Churchill Acura

**** ****** ***** ***** ***

Network Administrator

1/1/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I went for a 2009 tsx with tech package u go there n every vehicle listed at 21k with tech does not exsist at all with that options...unless 125 pk or uo it does not have the tech package.Also on 11/12/11 I purchased a vehicle for my 16 year old that was at the 20k range and she drove it home and I went to work. I drove the car the next evening after work and felt the transmission slipping and the car rattled. I called the dealership and spoke with used car salesman first thing monday when opened and asked if car wrecked again which was told no originally and that it was best car on lot n deal, I asked for carfax and he called back and said it had been wrecked...I asked to return the car as I felt it was unsafe with all the rattle n shaking and transmission issues and he refused to allow me to return the car and purchase a different one from them. I even spoke with the used car manager and got the same response. I feel they were very aware of the condition the car was in and the pressure I was under to get a car and took full advantage of me. I am a single mother whom works alot and all I want is a safe car without major problems to purchase for my daughter to drive with my 7 yr old as passenger. the manager and they refused to take the car back

Desired Settlement: Take car back that was sold mis representation to me and allow me t buy a different car

Business Response:

I am writing this letter in response to I.D.*******.

*** ***** purchased a vehicle from Mac Churchill Acura on 11/08/2011. The next day, *** ***** returned to the dealership and informed us that she could not afford the vehicle she had purchased. She told the manager it was too much car for her daughter.

We let *** ***** return the first vehicle and we sold her another one at her request. According to her sales representative, Ms ***** was happy with her new purchase. It was a cheaper vehicle which she felt was more in line with her budget.

A few days later Ms ***** contacted the dealership. She wanted to return the vehicle because she had learned that the previous owner had an accident in her car.  She also complained about a transmission problem and a rattle in the vehicle.

*** ***** has a warranty on her vehicle. We fixed her transmission problem. The cost was covered under her warranty. If she continues to hear a rattle, she can take the vehicle to an authorized  Honda dealership and have the rattle corrected. She did not mention a rattle at the time of purchase. If she had, we would have decided if fixing the rattle is something we could charge to the deal. But again, she did not mention a rattle at the time of purchase.

 I have reviewed the Carfax report. There was no indication of a serious accident. All that was reported to Carfax was the vehicle had an accident reported. The report also stated that there was no structural damage and no airbag deployment. Included with the report is a statement that 75% of all accidents reported are considered minor or moderate. According to the Carfax report, this vehicle was not involved in a serious accident. The vehicle has a clean title. Which also would mean the vehicle did not have major damages.

 

Please contact me if I can be of further assistance.

**** *******

CONTROLLER

Mac Churchill Acura