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MAC CHURCHILL AUTO GROUP INC

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 13 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 98 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

98 complaints closed with BBB in last 3 years | 37 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 29
Billing/Collection Issues 5
Delivery Issues 2
Guarantee/Warranty Issues 10
Problems with Product/Service 52
Total Closed Complaints 98

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

23 Customer Reviews on MAC CHURCHILL AUTO GROUP INC
Customer Experience Total Customer Reviews
Positive Experience 7
Neutral Experience 0
Negative Experience 16
Total Customer Reviews 23

Additional Information

BBB file opened: November 20, 2001 Business started: 08/17/1992 in TX 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 78731
http://www.txdmv.gov
Phone Number: (888) 368-4689
Fax Number: (512) 465-4129
The number is P116655.

Texas Department of Motor Vehicles
4000 Jackson Ave, Austin TX 78731
http://www.txdmv.gov
Phone Number: (888) 368-4689
Fax Number: (512) 465-4129
The number is P124248.

Texas Department of Motor Vehicles
4000 Jackson Ave, Austin TX 78731
http://www.txdmv.gov
Phone Number: (888) 368-4689
Fax Number: (512) 465-4129
The number is P54687.

Type of Entity

Corporation

Contact Information
Customer Contact: Jennifer Hiner
Business Category

Auto Dealers - New Cars Auto Dealers - Used Cars

Alternate Business Names
MAC CHURCHILL ACURA 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

Customer Review Rating plus BBB Rating Summary

MAC CHURCHILL AUTO GROUP INC has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 3125 NE Loop 820

    Fort Worth, TX 76137

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

6/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was sold a lemon of a car. I purchased a 2002 Lexus RX 300 September 2015 from this dealership. They claim they have a 25 point inspection before they turn over a car. I do not believe they did any type of inspection or did repairs from when the previous owner turned the car in. They just turned the car over to a new person. Even though I got the car fax & test drove it twice, this car has been in an independent mechanics repair shop for half the time I have owned the car. The check engine light has come on again for literally the 25th time and the 8th time in the repair shop. The problems started within a week of purchasing the car. I have paid $5500 to date in repairs on this car and by the time I pay for this 8th repair, I will be at the cost I paid for the car. I am out of money for repairs. I called the sales manager today and there is nothing they can do for me at all. I believe they should have more of a thorough inspection process in place and do some maintenance on a car before selling it to an unsuspecting buyer to have to deal with it. I am single and this is my only car to get back and forth to work. It has broke down on me on highways and left me stranded so many times that I have had to get an Uber & have it towed to the repair shop. I have had to beg for rides to work with my friends and borrow friends cars. My boss is out of patience on the # of times I have been late because it broke down on me or had to leave early to pick it up from the shop before they close. I hope I don't lose my job over this. I have called Lexus National & there is nothing they can do for me either. I can certainly understand a few repairs for a car of this age, but not as many as I have had to do and the expense it has cost me. The check engine light came on a day after leaving this dealership. They did have an "I owe you" in writing for me because the car's check engine light was on at test driving. They only did the bare minimum to get the car out of there.

Desired Settlement: Options: 1.) Would like to exchange vehicles for a different used car that doesn't keep breaking down on me with this same dealership. To be fair, a car in the same value/price range for an even trade. Option #2.) some type of a repair credit in the service department or free services to recoup some of the cost I have paid for. Option #3.) A credit towards the price of the car I paid because of the undisclosed condition of the car at the time of selling it to me. Option #4.) A reimbursement on a negotiated agreed amount for some of the cost to repair this car since it was undisclosed how extensive the repairs to this car are. Again they signed an "I owe you" form but only did the bare minimum to get the check engine light off and make it my problem to deal with afterwards.

Business Response:

Ms. ******* was contacted, we apologized for her experience with the Lexus and offered to invite her in to trade.  Unfortunately that visit didn't go as smoothly as either of us would have liked.  In the end, we were not able to work a deal on a new vehicle.  She spoke with our Customer Relations Manager to voice her displeasure with the visit.  Ms. ******* was invited to entertain trading at our sister-store.  We will assist if she chooses to reach out. 

 

Mac Churchill Auto Mall

Consumer Response:


Please enter your reason(s) for rejecting the business response below.

I have given Mac Churchill plenty of my time over the phone and 2 chances in person. Both times they wasted my time and did not value me or my time.

After all the work and effort put in by me and the Customer relations manager to the sales managers and after confirming my appointment time, they still

were not expecting me and did not have my appointment booked. They showed no record of my appointment and no record of even my pre-qualification that I had sent in 3 days prior.

I had to start from the beginning of the reason why I was there in the first place with two people before they sent me an assistant manager which I requested when I knew

they didn't even have me on the books. They flat out refused to send over the vehicle I wanted to see from the Acura branch that I was interested in and the option they are

speaking off in their response. All 3 cars that were shown to me where filthy with moldy food and trash all over the car. One car even had the prior owners debit and credit card

on the floorboard. If they cannot take 5 minutes to vacuum, they certainly are not looking under the hood. I question the reliability of any car sold at this dealership. They wanted to play games with me and upsell me to a higher price vehicle with hefty payments that I cannot afford. They car they were really pushing had completely bald tires, a cracked windshield and front & back bumpers were all dinged and scratched. They were not even willing to put on used tires. I said this is a safety issue and cannot believe you would let a person drive off this lot with completely no tread on the tires. I will not do any business with this dealership or any of their other branches. The only option I am willing to pursue with them is a refund of some of the money on the purchase price of the Lexus because it was sold at a high price and I paid to much versus the mechanical issues it had at time of purchase.

 








Business Response:

Mac Churchill Auto Mall declines the refund request. 

5/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I took my car for a wheel alignment. They had damaged the car a little bit with a scratch when they did the repair. I had ignored that. Too my shock, I found out that they totally messed up the alignment. Both the front wheels are not aligned properly. Called them to address the issue. Voice mail both times. No response yet.

Desired Settlement: I would like the repair to be done properly and the damage to the tires be compensated properly

Business Response:

Mr. ******* has been contacted and invited in for re-inspection of his alignment concern.  He was last in for an alignment over 1 month ago.  An appointment has been set for him to meet with our Service Director on Thursday at 11am.  No further action at this time.

 

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

Customer Relations Manager

Consumer Response:


I went back to their service center. Their service people insisted that they have done the repairs properly. Their contention about the tires being worn out before is totally incorrect as one of the tires was rotated to the front wheel just before they did the repair. I went to the BMW dealership and they had confirmed my belief that the alignment was done improperly and the tires were wearing out because of that. Mac Churchill did not accept their mistake and had caused damage to because the tires had worn out due to their improper repair. Hence, they did not resolve my dispute.

 








Business Response:

5.17.16

 

Spoke to Mr. *******, advised we would like a copy of the before/after of the alignment performed by BMW.  Will present to Service Director to determine if Alignment not performed correctly.  If not performed correctly based on measurements from BMW we would refund his Groupon price for the Alignment.  Mr. ******* is in agreement.

 

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

Customer Relations Manager

5/19/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My wife scheduled a test drive yesterday for today at 1500 for a 2010 Cadillac CTS V. Upon arrival I did not observe the model in question on the lot. I inquired two employees and was given a neutral answer and a affirmative answer that the car was there. Upon waiting for our meeting with **** we were told by ***** ******* (who identified himself as an assistant manager, must have been a recent promotion as the website lists him as just a sales consultant.) that **** was tied up and he would be handling our case. We were told the vehicle was not on site, but in Odessa. That the general manager has a "thing," for performance cars and took it to play with. ***** then tried to show us a later model CTS V at a higher price, which we were not interested in. I am upset by three things: First My wife and I were lied to, repeatedly, I don't buy for one second that the general manager is joy riding a 2010 CTS V when there's a 2014 sitting in the showroom. Also the man claimed to be a manager when he clearly wasn't. Also My wife and I were assured the car was on hand to test. (We had to arrange child care to come in today.) Second I don't appreciate the bait and switch. I don't buy a used car because I can't afford a new. New vehicles are terrible investments, I find it offensive they want credit information when we advised we would be paying cash. We do our homework, and decided on the right car, right price, and right mileage. Don't offer me koolaid I am not partaking. Finally, my experience with the business in general was off putting. The aggressive sales consultants, hovering around my family like wolves on a wounded deer. Two employees arguing in view of the customers, using foul language. Also visible motivational posters and slogans in the sales office that use racial epithets. This establishment is in serious need of a thorough house cleaning.

Desired Settlement: If the 2010 CTS V is unavailable then remove it from the website. If someone schedules the appointment, then a employee should have eyes on the vehicle before confirming the appointment. Also, there seems to be a cancerous level of unprofessionalism, might want to hatch that out. Of course I don't expect anything to become of this. What good is a complaint filed with the BBB when the owner of the business in question sits as director for the county BBB chapter. Seems like a conflict of interest. So just to close your employees **** and ***** cost you $35,000 today. Cheers.

BBB Response:

Mr. & Mrs. ***** were contacted.  I apologized for the mis-information they received.  This vehicle was in our inventory as we had recently purchased it but it had not yet been delivered to our Dealership via transport at the time of their visit.  After speaking with them I informed them of the vehicle’s arrival status and kept them informed the day of its arrival.  They agreed they would come in to take a look at it once it landed.  On a Saturday the vehicle was delivered, we got it prepped and ready for demonstration, notified Mr. & Mrs. ***** via text as per their request.  They advised they were at Lexus and were moments from making a purchase there.  Offered my assistance should they care to see the Cadillac before they moved forward with the Lexus. 

Mr. & Mrs. ***** did not return to look at the Cadillac.  No further action at this time.

 

4/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a car from this dealership less than two months ago and the wheel popped off. I was sold a car with incorrect spacers and the wrong tires. I was never given my contract and I was also sold insurance and a warranty without being informed of such. I was never given a privacy notice. This dealership has been defrauding customers and selling unsafe cars. A mechanic actually informed me that my wheels would have popped off eventually. I have been contacting this dealership for a week and I still have not been in touch with either the General manager or owner.

Desired Settlement: I want them either fix the issues with this car or cancel my contract.

Business Response: Mac Churchill Acura is currently working with Ms. ****** to get her vehicle to our dealership for inspection.  Will update upon inspection.

4/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Changed my financing paperwork 3 times: interest rate, monthly payment, warranty coverage and total amount financed changed 3 times. The car sales man had me drive him over to another parking lot after the original purchase was done (I asked him to show me where my original car was so I could move all my belongings to the new car) so he could get some alcohol from his colleagues who were drinking by their car. He filled up his cup, got back in my car and then showed me where my stuff was. Walked into the business with a cup full of alcohol and left me in the parking lot to move my stuff alone because he was ready to go. I called multiple times asking to speak with the manager to discuss the changes in my financing and they wouldn't let me. I purchased this car 3 weeks ago and still have not seen any paperwork. They lied to me when I said I wanted to back out and get my Honda back after the 3rd change and said they sold my original car, but they hadn't. It was still on the lot and they still haven't paid it off three weeks later! I was finally told my financing changed because I "failed" a phone interview with the bank but to this day no bank has contacted me. I asked to hear the phone recording that they said the bank sent them of my phone interview but they said no. I was told my only option was to sign the contract because I couldn't get my car back but the whole time they were lying to me.

Desired Settlement: I want to return this car (not because of buyers remorse because I can afford it!) but because the practices they follow are unlawful and they blatantly lie to your face to scam you into your purchase.

Business Response:

Ms. ***** came to the dealership to clear up any lingering issues.  In email communication on 4.11.2016 Ms. ***** advised all had been taken care of and addressed to her satisfaction.  Thank you.  No further action at this time.

 

4/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: morf nekat yenom While I was at Acura Mac Churchill Hill in Fort Worth I was lied to and treated unfairly and also threatened with my money taken from me. I was in search for cars preferably a Tahoe or Yukon and seen the 2004 advertised on an online website for Acura. I then inquired more information and was invited to check it out. Mind you I live all the way in Desoto area I came to the dealer to checkout the Armada. I told him no I don't want because I seen some structure issues. The salesman Victor was like no its a 12year old car good condition no problems at a good price which the price was( 9035). When I test drove I was telling Victor no I will look for something else and ask does it come with warranty. Victor said yes it has warranty. I spent 10hours their with my newborn baby and her father waiting. The finance company then says theirs no warranty due to the mileage and its a 3000 down payment I left with the car it started messing up the very next day it was jumping, shaking, burning and making a riddling noise. I then stop by Wick car and they where telling me what was going on with it and charged to diagnosis the problem. They said I wouldn't drive off and get stuck because the engine may lock up and I had my three children in the car with me at this time. I called the dealer to let them know what was going on. Their only concern was the car being secured not once did they ask if me or my children where safe I caught a ride to dealer where we waited again several hours and I was suppose to be out of town. They kept saying the car was on its way which it wasn't. Finally they said leave us a copy of your card info so that we can deposit the 3000 down payment back on there once the car gets here and you want have to come back. We will make sure and let you know when its done. I said are you sure because I don't want to leave and have to come back its far oh how they where positive. I ended up having to come back wait hours to be threatened, money taken

Desired Settlement: redro ni ksa saw eh tahw gniod tsuj saw eh diaI was threatened, car was taken back and money was taken the best he could come up with was renters storage. I am speaking with my lawyer now as to what actions I an take. I wouldn't advice anyone to go buy a car from them. h managers where the most disrespectful thieving liars. Who had very poor customer service I have never been treated in this manner by any dealer. They used harsh words and told me that I would have to find my way home after I was already skeptical about coming because I had no transportation. This was the manager in fiancé Mr. Torres who is not management desire. Who was the one who threatened me and lied after taken down my card information. This dealer needs to be shut down. Not only was I treated like that but another lady as well who had purchased to vehicles one bought and one financed. Ray Jones the director never showed his face after speaking with me saying that he would resolve the issue let him handle. Thai

Business Response:

Reached out to Ms. *****, apologized for experience.  Retrieved credit card number and credited her back the $200 that was held for renter's storage.  She was pleased to have the refund.  No further action at this time.

 

4/13/2016 Problems with Product/Service
4/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchasing a vehicle from Mac Churchill of Acura has been the worst experience I have had with buying a car. Mac Churchill of Acura is a shady company to buy a car from, they never return phone calls, they lie straight to your face and make you feel worthless. Mind you, I have bought several cars from other dealerships and have never dealt with people being unprofessional, rude and manipulative as this dealership. They explain paperwork in a way that sounds like what you’re looking for and then turn around change it to what truly benefit them. They falsify documents to get your deal pushed through as quickly as possible, use wrong addresses, and then drop off the car at the wrong address after you’ve stated you no longer want to the vehicle. The lenders have contacted them several times to get information regarding the deal and they ignored the calls. I would not waste your time or money at Mac Churchill of Acura, look elsewhere so that you do not have to deal with a burden of shady “professional” salesman, which they are far from it.

Desired Settlement: I would like my $1,500 as well as the report to be taken off my credit. As the car is no longer in out possection, and has not been since 03/18/2016.

Business Response:

Mr. & Mrs. **** visited Mac Churchill Acura on 3.12.2016, selected a vehicle, negotiated a price, agreed to purchase, signed all legal and binding documents / contracts, and took delivery.  Their loan was approved, finalized, and funded by 3.16.2016.  On 3.18.2016 Mr. & Mrs. **** drove to the dealership, left the vehicle, and handed their keys to our receptionist and left.  It is our belief that Mr. & Mrs. **** went to another dealership where they were misguided and advised to drop their vehicle back off at our store so they could purchase from them.

We have been in contact with JP Morgan Chase Bank, the loan was finalized and funded prior to them abandoning their vehicle at our dealership.  Mr. & Mrs. **** own this vehicle and their first payment is due on 4.11.2016.

If  you have further questions regarding this matter please do not hesitate to contact me, I’m happy to help.


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

4/7/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: my name is *****, monday i bought Nissan frontier 2011 for $13800 + ttl and it was night time after 9pm. i told sales man ***** ******* that i will come back tomorrow afternoon because i will do test drive and i can see it better in daylight, i also told him i seen similar truck in lewisville, Tx and they were making deal for out the door was $15500, but ***** ******* at Mac Churchill Acura was in rush to sell the truck so he said if we can make same deal here will you buy it. i agree to it, since it was late i night i can not see the vehicle properly. what ever i seen damage on the the truck i ask him to fix it. he agrees on it. today this morning i noticed one side of the truck's rear bumper is pushed in less gap between body and bumper then other side, also tail gate is not fitting properly, i took the truck back to dealership i told them i want to return the truck ,since they did not disclose the damage on rear end, they said i can not return it but i can do equal trade it. they said you will have to find car for equal value. We found Toyota Corolla 2014 with 28000 miles on it and was priced for $13995, we did test drive and I liked the and told them we can make deal. About an hour latter they come up with new price which was 15995 I told them that's not the price they have on Internet. They refused it and they want $15995 for plus tax title license fees and extra for warranty which I didn't ask for so they were making 19000+ final price. I repeated told them this is wrong price. They keep refusing me and I start getting mad and walk out dealership I told them I will consult with lawyer for this fraud. As soon as I walk out some manager followed me till parking lot and he said what can we do for you to make deal. I told about false price and ask him that I want to return truck. He said I can't return truck but I can trade it for $10000. I told him I will be taking 5000 dollars loss in less then 24hrs. they also scamed me on extended warranty,they didn't told me

Desired Settlement: Return vehicle i don't like to do business with frauds or scammers

Business Response: Multiple efforts have been made to assist Mr. *****.  We agreed to repair the areas of concern on his vehicle, which was done, we even tried more than once to trade him out of his Frontier into another vehicle.  Ms. ***** purchased this vehicle AS-IS but in the interest of customer satisfaction we've attempted many times to work with him.

3/31/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have been trying since September 2015 to collect on a warranty cancellation I submitted for a warranty I had bought when I purchased my car. I have been in contact with the dealership and the National Acura Compliant office monthly and in some cases weekly trying to get a,status of when a refund will be issued. On March 7th, I talk to **** **** at the dealership again to get status and she told me they were going to send the check the week of March 14th. Have heard this before. This was about my 15th contact with Ms. ****. As of current date we have not received the refund.

Desired Settlement: Would like dealership to keep their word and send the refund check as soon as possible. I think 7 months is enough time to have had this settled.

BBB Response:

“We are truly sorry for the timely process to expedite the extended warranty cancellation on this vehicle.  Ms. Rico has been contacted and a check was made available to her on Friday, 3.18.2016.  She was going out of town and requested the check be mailed to her.  This has been done.  Once again, we apologize for her inconvenience and invite her to reach out to our Customer Relations Manager, ******** ***** in the future if she needs any assistance as it relates to her vehicle.”

 

3/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When negotiating our 2016 MDX purchase on January 16th, 2016 we were lead to believe that our trade-in, a 2013 Honda Accord was being put into the dealerships"Pull Ahead Program" and that the last 2 remaining lease payments, totaling $991.65 would be paid by Mac Churchill Acrua - ******* ****** and *** **** told us this. We left the dealership on Jan 16th in a white MDX loaner car, leaving our Accord with Vincent. We didn't return to the dealership nor sign any paperwork for the 2016 MDX until January 26th when the vehicle arrived. We received a letter from Honda dated January 21st, before signing the new purchase paperwork, stating that we "Surrendered this vehicle and the lease payments were owed" We brought this letter up to our finance person on January 26th BEFORE wee signed the new paperwork. He sated that the Accord was not in his system and he would go talk to *** ****. He then returned and said "*** has put your vehicle into the PullAhead Program and we will take care of everything else" we signed our MD paperwork and NO documents relating to the Honda. On Feb 14th while online we noticed that the Honda was still unpaid and now delinquent. I went to the dealership in person on Feb 15th met with ***** ******** who said he would look into it and call me back. Over the next few days I called ***** as well as the General Manager ******* ******* asking for an update. I went to the dealership again in person on Feb 24th met with *** **** and he said he would look into it, again no return calls. On Feb 26th ******* our sales person called to "Check in" and I told him the situation, he then told me he didn't remember me having a trade in at all!!!! I paid Honda in full on Feb 26th because the collections department started calling. This needs to be addressed and I need to be refunded this money due to false representation on the part of ******* and ***.

Desired Settlement: I would like to be refunded the 2 remaining lease payments totaling $991.65 that I had to pay in full due to misrepresentation on the part of our sales person ******* ****** and his manager *** ****.

Business Response: Mac Curchill Acura has reviewed the purchase transaction and circumstances surrounding the remaining lease payments.  We have agreed to reimburse customer for those two payments.  We await response from the customer.

3/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I originally purchased an extended warranty in May 28, 2015 and the finance representative was ***** ****. I decided to cancel the warranty in July 2015, contacted Mr. **** and he said I would just need to send in an email so he can cancel it and refund the warranty purchase price to my auto finance company since it was included in my price financed. I emailed Mr. ***** **** August 8 the first time. I had to call him a minimum of 5 times before I got him to actually give me an accurate email address where I can send the cancellation form to. I sent it to his personal email ( **************.com because he stated his work one wasn't working properly. 2 weeks later I contacted him to see if it had gone through yet, he said I would have to check back another date because it hadn't been processed yet. I emailed Mr. **** at least a minimum of 12 times since then, called at least 50 times, left voicemails and he still has not canceled the warranty nor EVER RETURNED ANY OF MY CALLS OF EMAILS. He blames it on me not answering but there is no proof of voicemail or even an email. I recently got in contact with Mr ****** and told him the situation Jan 11, 2016 at 11am because it has been 5 months since this warranty originally should have been canceled and Mr. **** continues to ignore this topic or return any calls or emails. Mr. ****** said he would contact me back that following Friday to update me on this cancellation, but once again I HAVE RECEIVED NO CALLS OR EMAILS FROM EITHER OF THESE ACURA DEALERSHIP WORKERS. I will never recommend buying from this dealership again because people like Mr. **** who practice bad business for monetary gain by forcing people to buy warranties and acting like they cannot figure out how to cancel them when requested. I WANT THIS WARRANTY CANCELED AS OF AUGUST 2015 WHEN IT WAS ORIGINALLY BROUGHT TO Mr. ****'s attention and I want Mr. ****'s supervisor to reprimand his ill customer service ethics. He should not be a sales manager.

Desired Settlement: I would like the ENTIRE WARRANTY REFUNDED IN FULL TO MY FINANCE COMPANY SINCE THERE has been mal business practice ethics and I have proof of all the emails, and telephone calls from my phone record proving how many times I continuously had to call Mr. **** and email him!

Business Response:

Mac Churchill Acura did reach out to Ms. *****.  We apologized for the lack of follow through on our part in getting the extended warranty cancellation processed.  In addition I would like to apologize for the efforts she has had to make to get this done.  Ms. ***** emailed over a copy of the original cancellation request document and it has been processed and back-dated to that date.  The cancellation process may take a few weeks before her lienholder receives the check.  Future communications regarding the cancellation or check should be directed to ******** *****, Customer Relations Manager at ###-###-####

Consumer Response:
I haven't received confirmation of the amount nor when the credit would be applied exactly.  I spent hours of my time from calling and calling and emailing and calling the acura dealership to where I was avoided by Mr. ***** **** and then had to talk to others like Mr. ****** to try and get it resolved.  It wasn't even till I contacted the BBB 6months later that I received any kind of response from the acura dealership Machurchill of Fort Worth.  After me spending 6months of my time and efforts trying to get this issue resolved, a company as well known as Acura Machurchill of Fort Worth should do more than just an apology for putting a customer through this.  Is was a huge inconvenience, caused me stress and anxiety, and I believe they should do more for a customer who was as willing to work with them as I.







Business Response: We do apologize.  We will process the cancellation swiftly.

Consumer Response:

I contacted Capital One and they still have yet to receive the refund for the warranty cancellation.  It has now been 7months I've been contacting Acura of Machurchill with no success.  A sorry is nothing for a company to offer a customer who still has not had any resolution.  I would never recommend to anyone to purchase from this Machurchill Acura of Fort Worth because of this.






2/28/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased my vehicle from MCA on Jan 30th. At that time **** ****** told me that he was going to have my 2nd key programmed & it should take ~20 min. After 2½ hours he came back & said there was an issue with the computer that made the keys. Mr. ****** made plans with me that he would come pick up my car the following Monday, get the key made, & bring my car back. I never heard from Mr. ****** & when I called on 02/02 to find out what happened I discovered that he left the country on vacation. I talked to a couple of people that day & no one could tell me what happened to the key. I was told, by someone "I don't know what **** promised you, so I can't help you until he gets back." I've called back several times over the past 3 weeks asking to speak to managers, trying to get the backup key made, I've talked to a couple of different people who claimed to have been managers (Mr. ****** & Mr. *****) only to be told that no one can find the key. The last time I called on February 15th, Mr. ****** told me he would look into it & call me back in 15 minutes. I didn't hear back for an hour, so I called & asked for Mr. ****** & was transferred to 5 different people before Mr. ****** answered the phone. Mr. ****** scheduled an appt. for 11AM today (Feb 17th) to come in & get a key made. I was told if it took longer than 40 min then I would be given a loaner car to return to work. I showed up at 11:05AM this morning and did not speak to anyone besides the receptionist until 11:35AM. The sales associate who sold me the car, ********, came to talk to me. He told me he would talk to Mr. ****** After another 10-15 min Mr. ****** came over stating that there was a key for me somewhere on the grounds, but only Mr. ****** knew where it was & that I would have to wait ANOTHER week for him to return to get my backup key made. When I asked why I was given an 11AM appt. to have a key made if they weren't going to make the key, I received a shrug.

Desired Settlement: I am tired of being mistreated and given the run around. At this point I just want 2 things; 1) - I WANT MY BACKUP KEY MADE and 2) I want to never be contacted by anyone at Mac Churchill again.

Business Response:

Reached out to Mr. *****, apologized for unnecessary visit to our store last time.  Have ordered key and remote, appointment scheduled for 11:30am Monday, February 22 to program new key/remote.  No further action at this time.

 

2/16/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: In November of 2015. I had my 2008 jeep commander sent to Mac Churchill to have the engine repaired since my vehicle has an extended warranty. The service advisors have told me that the extended warranty company (mastertech) would not cover the repairs. That I needed to pick my vehicle up ASAP. Upon arrival I was given a paper for my vehicle that stated I refused teardown for proper diagnosis. Which is false, I've asked them to diagnose the problem numerous times. I've called many times and now my vehicle had been sitting for going on 3 months. The person handling my issue no longer works there and the manager will not return my phone calls.

Desired Settlement: I would like my vehicle repaired immediately!

Business Response:

After looking at several options Mr. ****** has decided to pick up his vehicle and have it repaired elsewhere.  With his repairs not being covered by his extended warranty he found a shop that could do the repairs for approximately $1900 less than our quote.  We will not be charging Mr. ****** a diagnostic fee.  In addition we will be assisting him in processing his extended warranty cancellation as per his request.  No further action at this time.

 

2/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I surrendered a $500.00 deposit for a vehicle deal. The deal did not go through, and was told I would receive my refund in 3-5 business days. It's been 13 days, and I have yet to recieve my refund. The supervisors I talk to always make excuses (accounting is closed, your calling the wrong department, etc.) and seem to enjoy lying/twisting the truth/putting blame on other people regarding the situation.

Desired Settlement: I would like my $500.00 back and an apology from someone whose in authority there.

Business Response:

Spoke with Mr. *****, apologized for complication in getting refund.  Asked for card number, confirmed we had deposit, refunded money on debit card.  No further action.  Apologized for time it took to get refund. 

 

 

2/3/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 12/17/15 I’d saw a 1999 Chevy Suburban on AutoTrader.com, Cargurus.com and MacChurchill.com, that I was interested in. I went into the Acura dealership at I-820 & I-35W to take a look. I should have walked out when I saw a “bullpen” w/ 40+ desks and two dozen salespeople “dialing for dollars”. I met 2 salespeople who showed me the car. I made an offer and stuck to it. 1 1/2 hours and 3 “managers” later, as I was walking out the door, they agree to my offer. I use my debit card to pay cash for the car. I travel and said I would be back in town the week of 1/4/16 to pick up the car. On 1/4/16, I text the salesperson and let him know I’ll pick up car 1st thing 1/5. He texted me back saying: “Things have changed. Manager has decided not to sell the car.” I texted him: “What???”. I call the other salesperson and he says he’ll find out what’s going on. The first salesperson calls me and says: “The manager says it will cost too much to fix it to pass inspection. They are going to “wholesale it” instead of sell it to me. I quickly check the aforementioned websites and what do you know, the car is listed again? I went to the dealership 1/5 and asked how they could hand me signed paperwork, take my money and not sell me the car AND relist car on the sales websites? They said it was a "law" that they could not sell a car that didn’t pass inspection and they didn’t have any control over what was posted on the websites. After an hour, I got my money back and walked out disgusted. Oh well, lesson learned, this too shall pass, it wasn’t meant to be, etc.. On 1/17/16, I checked and the car was not only listed on there website & cargurus.com, but was "Reduced". I texted the sales rep again and was told "I can not sell you the car." I told them they were using deceptive advertising and bait & switch tactics. They FINALLY took the car off their website today, 1/19/16. This is a dishonest dealership!

Desired Settlement: Sell me the car as agreed.

Business Response:

We have spoken to Mr. ****** and apologized for his experience.  

Mr. ****** came in on a vehicle that had recently come in on trade and had not yet been through state inspection.  Aware that the vehicle he purchased needed to be run through the shop coupled with his travel schedule, Mr. ****** did not take delivery of his vehicle and planned to return after the first of the year.  As he stated upon his return he reached out to learn that during the State Inspection the vehicle did not pass and would be too costly to repair therefore we unwound the transaction and refunded Mr. ****** his money.  This vehicle was then slated to be sold to a Wholesaler or at the Auction.  Once the vehicle was no longer marked as 'sold' in our database and intended to be a wholesale unit, our inventory tool extracted the vehicle data and populated it to our inventory feed as it does each day.  This time all fees and pack had been removed from the cost reflecting a reduced amount of $1995.  Where we failed is not manually going in and removing this vehicle from our inventory as 99% of our inventory is fed to our site electronically.  In the end, this vehicle would not pass state inspection without significant reconditioning and ultimately we sold it and took a loss to do so at the Auction.  Once the wholesale paperwork is completed the inventory status changes back to sold status and it falls from our online inventory.

We are in the business of selling vehicles and in this case we are very sorry for the time Mr. ****** spent attempting to purchase and the time our Sales Associates and Technicians invested to, in the end, not sell a vehicle.  We did not want to sell a vehicle that was not safe and the cost to make it safe turned out to be significant.  We are very sorry, we are not able to sell the vehicle as agreed.

As a side-note, the 'bullpen' or 40+ desks and two dozen salespeople are necessary as we are quite busy and sell hundreds of vehicles per month out of that building.  The 'dialing for dollars' that you are likely referring to is our Internet Department with Internet Sales Specialists responding to upwards of 100 web inquiries each day.  

If Mr. ****** finds something that is of interest in our inventory, please we invite him to let us know. We would be happy to assist.

 

Consumer Response:
Unfortunately, the Customer Relations Manager's explanation does not explain why the vehicle was re-posted for the original asking price of $3995 on the internet by the "third party" and THEN reduced to the the "wholesale" price she refers to of $1995. Someone at Mac Churchill Acura designated the vehicle to be reduced. Not the "third party".


Further, the Manager admitted during her conversation with me that this was not the first time they had a problem like this. She said "I really need to let the Sales Manager know there is a glitch in the process.". I can only assume this "glitch" has existed for sometime. Again...deceptive advertising or bait & switch tactics. You decide. 

As far as trying to blame the "third party", I'm surprised the Manager is not aware of CFPB Regulations which hold the "primary" entity accountable for the actions or omissions of their "third party" vendors.

Please consider this complaint closed from my standpoint. Thank you.


Business Response:

The vehicle in question has been sold.  Our offer still stands, if the customer would like to entertain another vehicle in our inventory we'd be happy to assist. 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11093395, and I consider this matter closed.   

1/30/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On 10/16/15, I purchased 2015 Chevrolet Corvette from Mac Churchill Acura. The vehicle was sold for $56,500 with 3768 miles driven. I did not take hold of the vehicle on that day. On 10/17/15, I came to take hold of the vehicle accompanied by my wife Tangie *****. I put a down payment of $18,000. I asked to cancel the warranty. The financial manager mike luong said he will cancel the warranty. He ripped sheets of papers, as if he was getting rid of the warranty. I asked for the copy of all papers I signed. He said, I will receive them from my bank. I thought this was strange. Bank of America sent me a bill. The loan amount was for $51,594.85. This is the cost of the vehicle with the warranty. I told Bank of America, I did not want to finance the warranty and the warranty should have been cancelled. They stated, that is was nothing they could do about the warranty. On 11/6/15, I returned to Mac Churchill to reference the warranty. I was told it was not cancelled by Financial Manager *** *********. He never gave me a reason. So, I went to see the Dealership Manager ******* *******. I was approached by joe norman, Director of New Car. He told me ******* ******* was in a meeting and he could help me. I told him I needed to cancel the warranty on the corvette. He gave me the paper work. I filled out the warranty cancellation request form in joe norman office. He stated he will get it cancelled. I asked him to sign the form. He claimed he could not sign the warranty cancelation form. I asked for a copy, which is attached. Also, the dent guard warranty was rejected from the initial application on 10/27/15. I called Dent guard reference any fund received to them. They said they never received any funds for this warranty. These funds are missing. Since, then I called Bank of America. They still deny the refund for the warranties. I reached back to Mac Churchill Acura on 12/30/15. I spoke to **** **** the warranty administrator. She stated she never received any information about me canceling the warranty. She promised me she would cancel the warranties. I emailed her my proof. Since then, she has not responded about my cancelled warranties. Also, I’ve asked several times for retail purchase agreement/bill of sale. I still have not received it. They sent by mail a copy of retail installment sales contract, odometer disclosure statement, agreement to furnish insurance policy and dent guard warranty. But no purchase agreement/bill of sale. The warranties cost was $9,149.19. I need help because, I fear they will claim I never asked for the warranties to be cancelled. They have cameras in their office to prove it. Also, my wife was my witness. They have not been honest from the beginning. Is there anything you can do for me? Thanks ****** ***** ********************* ************

Desired Settlement: I would like 100% refund of the warranties charged.

Business Response:

We have been in communication with Mr. *****.  We've apologized for the lack of follow through on his cancellation request.  After receiving a completed cancellation form we've processed the cancellation of all purchased products.  Mr. ***** will be receiving a full refund of the products and a check will be sent to his lienholder in the amount of $8800.  No further action at this time.

 

1/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an 08 acura mdx, with tech package, at mac churchill acura on November 3,2015. It was late when we finally came to an agreement about price, around 8. I went back to talk to the financing department and was talked in to purchasing the warranty program. ***** was the one who did my paperwork. He stated that he had a coupon for the Ultra protection package, with the master tech warranty program, that would cost me$1,200.00 for 24 months of coverage. My first complaint is that I never, still to this day, got my contract paperwork. Nothing at all! No paperwork for the sale of the vehicle, my financing, or the warranty paperwork. I was told they would mail it to me, but that has not occurred either. I noticed the day after I purchased the vehicle that the struts needed to be replaced. Under the Ultra protection package warranty, it stated that struts are covered. I waited about 2 weeks after the purchase to contact the dealership about this issue. Because I know paperwork takes a while to complete and implement. I called ***** after 2 weeks and let him know about the issue, and that I still had not received ANY paperwork. He said the warranty program takes about 1 month to implement. So I waited another 3 weeks. I called them back after a month and 1 week. ***** stated there was a problem with the warranty. That they don't offer the Ultra warranty program for 24 months, as he originally told me. He said he would talk with his warranty representative and get it fixed, since it was the master tech warranty programs fault for offering it to begin with. He said he would get back to me when he got it fixed. I waited several days. I called ***** back and he said he was still working on it. He stated, he will call me every day to give me an update. He has not called me AT ALL! I have had to go to the dealership to even get in contact with him. I'm paying for a vehicle and warranty that are broken and can't be used!

Desired Settlement: To honor the original agreement with the Ultra warranty program for 24 months, adding the 2 months on that I have not been able to use it. And send my contract paperwork to me

Business Response: Ms. Koehn has been advised that the Ultra Warranty was sold in error as the vehicle only qualified for a Primary Coverage.  We have offered to cover her sway bar link repair as a goodwill gesture.    No further action required at this time.

1/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I brought my car in to be repaired on 12/16/15. After hours of waiting, I noticed my car had not even been touched. When I approached the service person to ask what the hold up was, I was told they needed to order the parts and it would take a couple of days. He asked me to give them until 12/22/15, it shouldn't take that long, but they wanted to be on the safe side. I've called 5 times and left 3 messages for the service person and/or manager since 12/22/15 to ask for a status update on my car and no one has called me back. This hasn't been the first time I've experienced a lack of service and communication from the staff at Mac Churchill Acura in Fort Worth. My experience with the service culture here has been that they make up lies and excuses to evade accountability for their mistakes.

Desired Settlement: I want my car returned to me with the promised service completed properly.

Business Response:

Ms. *** brought her vehicle in, we assessed damage and sent it to the body shop during which time we provided her with a loaner vehicle.  While the time at the body shop took longer that we all would have liked, her vehicle was returned to her and she was not without transportation while it was being fixed.  We do apologize for the lack of follow up and communication during this process.  No further action at this time.

 

1/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 2013 Acura ILX on September 7, 2015. I was given no paperwork after I bought the car and only after multiple requests and 2 months later did I receive paperwork and realize I'd been overcharged on the service plan. Those were the first mistakes. Two days after I bought the car, I realized it caused me back pain and less than a week after purchasing it I asked if I could return the car for a full refund or exchange it for another of similar value. I was told by salesperson ******* "yes"- and I mentioned I would be bringing in the car 4 days later. I drove 1.5 hours to the dealer and was told the car could not be refunded but a salesperson, *** told me he would work with me to trade my car and told me to go look for a car I liked and he would try to get it for me. I spent the next several weeks trying to find a car that would not cause me pain, but when I found one that did, *** said he was unable to get it for me. Shortly thereafter, I found another that worked, a Honda accord coupe, and he said "we get those cars in all the time" and encouraged me to wait and that once they got some of those cars in the lot he would contact me. Weeks passed and that did not happen. Every week, I called or texted ***, asking whether the dealer had received any Hondas or the other car I liked. I was led to believe he was going to help me trade my car without me incurring a loss on the trade since I had advised them immediately that the car would not work for me- and after 2.5 months and three 1.5 hour trips to the dealer, he finally offered me 13 K as trade in value for my car that I had paid 20 K for just 2.5 months earlier! So they basically lied to me, wasted many days and hours of my time, and did not give me a copy of my sales contract or paperwork until more than 2 months after my purchase, despite repeated requests. I also requested a refund on the 2,600 service plan the first week after I bought the car, and to date, that refund has not been processed.

Desired Settlement: Because I was told that I would be able to trade my car for another of similar value (in other words, that I would be able to get 19-20 K on a trade in for my car at the dealer, but was only offered 13 K in the end for a trade, I would like to request that Acura pay me 5 K for the money that I lost by having to trade my car at another dealer this past week, for which I was only given 14 K (on a car that just two months ago I'd paid 20 K for). I'd also like to request 2 K for the many hours and days lost to driving, making calls, looking for a new car and trying to get my sales paperwork. If you cannot do the latter, please do not toss this claim and instead pursue, at the very least, my former request. Thank you very much.

Business Response:

Ms. ********* came to our dealership, likely test drove the ILX and agreed to purchase this vehicle.  When a contract is signed the deal is submitted and quickly approved and funded within days.  It was always the case that we were going to assist Ms. ********* in trading out her vehicle for something that was more comfortable.  We would not be in a position to allow a customer to drive our vehicle for weeks while trying to find a vehicle that was of comfort.  I'm sorry if this was not communicated well to Ms. ********* but again, our efforts were always intended on assisting her in taking the ILX in on trade for another make/model.  At this time we decline the request to pay her $5000.  We also decline the request for $2000.

The warranty cancellation request was processed and a check was mailed to Ally Financial on 11.25.2015.

Consumer Response:


The company is not being forthright and telling the truth. I told the company immediately after my purchase that the car was not going to work for me and the sales representatives 1) First promised
me I could return it because it was within a week of the purchase 2) After I drove 1.5 hours to the dealer, I was then told I could not return it but that they would work with me to find a car I could trade mine for, without taking a huge loss. They rejected the refund apparently because the financing had already gone through. I had told the first sales rep, *******, that I would be coming in that Friday to bring the car
back, which was four days after I mentioned I needed to return it, and I was told via text message that this was fine (I have the texts to prove it). But when I got there they told me it was too late.

An executive sales rep, ***, then got involved and told me to go find a car that would work for my back (either inside or outside the dealership) and to let him know what that car was and he would try to get it into their dealership, so that I could do a straight across the board trade on my car so I wouldn't incur a huge loss.  I told him I was concerned about time passing and he told me that a month or two wouldn't be a big deal and that I could trade my car within that timeframe but he instructed me not to put too many miles on the car.

So my fiancee and I spent several weeks test driving cars and when I found one that worked, I told him but he then said that he was unable to get that car for me. So I drove 1.5 hours back to the dealers, found another car there that I decided I could live with (a Honda Accord coupe), but told *** I'd prefer one without a sunroof because it had more headroom which would be easier on my back. He told me that they got those cars in stock all the time and that it would likely not be a problem to get one for me. I was very concerned at this point because I had already been lied to and at least a month had passed since I purchased the car. He told me not to worry, that I would take a small loss on the car but it would be nowhere what I would lose if I were to trade it at another dealer's (who would offer 15 K for a car I'd just paid 20 K for).

I expected to hear back from him over the next week or two but did not. So I began to check in every week and asked about the Honda that he had assured me that I would be able to trade my car for,
but they did not get any in stock. I again expressed concern about the timeline and he told me that we could still wait a few weeks to see if the right car came in. When it did not, I decided to go back to the
dealer's.  Also, at this point I had requested sales paperwork FOUR times and still had not received it. I had been wanting to refinance the car but had no paperwork to do that. My license plates
were also mailed late (after two requests) so in the meantime the plates expired. I had also asked *** to cancel a $2600 service plan that I had not authorized the FIRST week after I bought the car, and after
two months of calls and text messages he finally told me that I needed to go back to the dealers to do that in person with the finance manager.

So I made a third trip to the dealership with my fiancee, who has advanced congestive heart failure and who also at this point was becoming very stressed by the situation. His health has declined over
the past few months and I attribute it mostly to the fact that we were both lied to, and basically jerked around for over two months, wasting a lot of time and energy trying to resolve this situation.

We sat at the dealership for hours (as we did on every other visit) as we waited for the service plan paperwork to be processed.  In the meantime, I decided to test drive one more car in a last ditch attempt
to find a car that would be better for my back.  Because of the repeated promise that was made to me by *** that the dealership would work with me to trade my car without me incurring a huge loss,
I thought that I would be able to get near full value back on my car.  I found a Honda that was less than ideal but was willing to trade it. *** told me it cost 20 K (which is what I paid for my Acura) so I 
thought, Great, I can trade my car for this one, but when we sat down to the bargaining table, the price changed to 23 K and he offered me 13 K for my car.  That's right....13 K on a car that I had paid
20 K for at the same dealer just over two months ago.

Furious, we left the dealer's.  I ended up trading my car for one at another dealer, but I lost $6,000 on the trade (including taxes, etc), not to mention many hours of my time, and my fiancees time.
We have lost productive work time due to this fiasco, and have both suffered ill effects to our health. 

I have text messages to prove that I was diligent with my correspondence and which prove some of what I have shared here.

I tried to work with the manager at the local dealership at Acura and he basically just said to me, very coldly, "I can't help you." If you look up this dealership you'll notice there are many, many bad
1 and 2 star reviews. 

Thank you so kindly for your time and attention,






1/15/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a car requested a car fax and was presented with a report of a car that i thought was the one i was purchasing only to find out now after trying to trade my car in that it is not. Upon purchasing the car they installed a battery that wasn't for my car. I took my car in for service they rotated the tires when my car does not allow for it as the tires in the back are bigger. I was told by a new auto agency that there was no way they should have been able to sell me a 2011 lexus for 26000 when it was wrecked and was damaged.

Desired Settlement: I would like for them to take the car back or at least correct the situation.

Business Response:

We've been in contact with Ms. ****** and have arranged for her to come in on Thursday to entertain trading her Lexus in on a different vehicle.  We are happy to work with her.

 

No further action at this time.

1/13/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was at the dealership looking at a new vehicle to purchase. I told the salesman I was not going to transact business on this particular day. After driving a car and haggling with the salesman, I told him that I needed to leave and that we could continue our conversation on a later date. He continued to try and negotiate with me until I agreed on a price. I told him I would come on a later date to buy the car and I had to leave. In efforts to close the deal, he asked me to leave a deposit. I agreed. So he swiped my credit card for $500. No docs were signed; this was a very unformal arrangement. Later that week I decided I wanted to lease a car. I solicited a quote from another Acura deal and I caled the salesman and asked him what his best lease terms would be. I went with the better deal at Mac Churchill's competitor. I called to let them know I would not be purchasing the vehivle and spoke with the sales manager, my salesman was not in at the time. The manager sounded very offended when I told him I went with a direct competitor of his. He continued to tell me that he would not refund my deposit. I told him I thought this was bad business, especially as an Acura customer. I thought it would just make sence for him to refund the deposit with hopes that I would come back next time I was in the market for an Acura. Apparently that was not a concern of his. What makes this even worse is that I was a repeat customer of theirs and had referred my mother-in-law to Mac Churchill as well to purchase her Acura TL. I only hope that they learn from this experience and the leadership does the right thing.

Desired Settlement: I insist that Mac Churchill refunds my $500 deposit and that this particular sales manager hand write a personal apopogy letter and vows to never treat a customer with this kind of disrespect again.

BBB Response:

 

Please be advised that Mac Churchill Acura has been in touch with Mr. ******* and a credit has been issued for the $500 down payment deposit.  We apologized for any inconvenience.

No further action at this time.

 

12/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a used car here with an extended warranty that I paid extra for. Traded it in for a new truck so I went in 6 months ago to get my warranty refund and filled out there refund paperwork. Didn't hear from them for months only to find out they "lost" the form I filled out. So went in second time and filled out the same for on 10/10/15 and still haven't gotten my warranty refund. I've never had issues with getting a warranty refund from any Texas car dealership except for this dealership. The service has been awful and a terrible experience. It's also hard to even get anyone on the phone. Left voicemails twice and now I've driven up there twice. They owe me around $1700 yet they haven't paid me in about a half a year!

Desired Settlement: I would like to get my warranty refund asap. It's been around a half a year since I sold my car from them and have yet to receive my warranty refund. Please help.

Business Response: Mr. *****'s cancellation has been submitted.  He will remain in contact with our Customer Relations Manager, ******** ***** until the cancellation has been through the process and a check has been cut.  Mr. ***** will come in to retrieve the check when it is ready.

12/21/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: When I originally purchased my vehicle, on the "We owe" sheet from the dealership it stated that they will "Fix all hail damage on car". After bringing the car back multiple times to get the damage fixed. The last time it was brought in, **** ***** stated he would have the hood painted and the roof panel replaced and painted. (I have this on a recording.) I went back to pick up the car on 18 Sep 15 and the car was filthy inside. It looked like it was from the painters. It was a bunch of dust and other dirt in there. After tal**** to ***** **** about how long I had just previously spent detailing the car before bringing it in, he stated to me "I doubt that" in a very condescending manner. Instead of inspecting the car before delivery, he just stared at me and waited for me to ask for something to be done like there was nothing wrong. My entire dealing with him since he sold me the car has been a terrible experience. To get back on track with the painting issue. I received the car back and the hood wasn't touched. The roof and trunk lid were painted, but the paint wasn't matched to the rest of the car. There was also overspray on the rear quarter panels. It was never stated that the trunk lid was going to be painted. I brought it to two paint and body shops and they both told me that the paint wasn't properly matched with the rest of the car. They said it had nothing to do with the car being a 2010. After verifying this, I called **** ***** and he stated to me that there wasn't anything else that his dealership was going to do about any of it. He also stated that he believed they went above and beyond. (I also have this conversation on a recording). In my opinion, I believe he needs to really know the definition of above and beyond before throwing phrases like that around.

Desired Settlement: I would like the paint matched to the rest of the car. I do not expect the whole car to be painted, but I do expect to have what was done incorrectly and substandard corrected. To have this issue corrected would be to have the trunk lid and roof matched to the rest of the car. If I have to drive the 200 miles each way again, then I expect to be reimbursed for gas and to have a loaner car if I have to leave my car there for repair. Otherwise I can get it repaired locally.

Business Response:

When Mr. **** purchased his vehicle it was agreed that we would repair the hail damage. 

A We Owe was issued and hood, trunk, and roof were to be addressed.  ubsequent to the hail damage repair Mr. **** was not happy with a few spots where paint cracked due to the dent repair.  At this time our Used Car Director offered to unwind the transaction and allow Mr. **** to return the vehicle.  He declined.  We wanted to try and help out so our Used Car Director approved for the roof and trunk lid to be painted.  At this time he and Mr. **** had a conversation discussing the paint match and potential for variance.  There were no issues with the hood.  While Mr. ****'s vehicle was in for repairs he was provided with a loaner vehicle at no charge.


At this time we decline Mr. ****'s request to re-paint his vehicle. 


Consumer Response:


I never asked for the trunk to be painted.  This was done without anyone as**** or telling me.  I did not ask for the roof to be painted.  I asked for it to be repaired properly and they said they would paint it when they were doing the repair.

I don't even know why returning the vehicle is brought up in this conversation unless she is going to go into exact detail what would have been done with my car I traded in and the car I bought.  If that is not going to be gone into detail,  then this is a useless conversation that is being used as a distraction.

I am rejecting this, because there was not any response given that would make me believe that they are not at fault or that the issue has been resolved in any manner. 



Business Response:

Mr. ****'s request to have the paint matched to the rest of the car is declined.  We removed the hail damage as we agreed in writing and subsequent to that agreed to repaint damaged areas.  The factory paint code was used to obtain paint.  We decline to re-paint his vehicle.

Consumer Response:
I still reject this response because they can make up whatever they would like to believe about the paint, but I brought it to two different professional paint and body shops and they both told me that if the properly mixed paint were used, then it would not have turned out the way it did.  Also, I don't know of too many professional paint and body shops that are going to let vehicles out of their shops with overspray in multiple areas as they did mine. That in itself tells me the professionalism of the service they were probably doing.


There was also not a response to where their used car sales director told me that he was going to have them repair and paint the hood and roof, but never said anything about the trunk.  The hood was never touched, but the roof and trunk were painted. I still have this on a voice recording and I have sent it to Mac Churchill at their request before their latest response. 







Business Response:

Subsequent to the vehicle having been sent to the body shop to be painted Mr. **** had a conversation with our Used Car Manager who advised that we would not repaint the areas in question.  At that time we offered to take the vehicle back and unwind the transaction, Mr. **** declined.  At this time, with all things considered, Mac Churchill Acura would like to offer once again to unwind the transaction and refund Mr. **** his money minus mileage usage.  We decline to repaint the vehicle.

 

Consumer Response:
You keep saying "unwinding", but you are not going into detail on what exactly you mean by that. Does that mean you are going to give me my car back that I traded in? Does it mean that you are going to refund me for the new tires I had to put on the car, because the ones that came on it were dry rotted and unsafe?  What do you mean by minus mileage used? 


I still would like to keep the car, but I would just like the right and honest thing done. You tell someone you are going to do one thing (paint the hood and roof), but then do something else (paint the roof and trunk). Then the workmanship performed is substandard and instead of just doing the right and honest thing and correcting it, it gets dragged out unnecessarily. 

I decline at the moment because the response is very general and not in detail. In the end I would prefer to just have the paint fixed on the roof and trunk as I originally stated. Until the "unwinding" is gone into more detail, this is my stance. 








12/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 9/14/2015 Took vehicle in to Mac Churchill Acura for oil change, covered in MasterTech service agreement bought with car. 9/25/2015 Trip to Lubbock, Tx - left home 4:00 AM I heard a noise from the front as if the radiator had overheated. I stopped alongside the highway and checked for leakage.  I then checked oil level, twice.  The oil was above the marks on the dipstick, and still very clean. On the way back the “Low Oil Pressure” light came on.  I proceeded cautiously listening for noises. Arrived at Mac Churchill approx. 6:15 AM. Within 15 - 20 minutes had the car back.  The service adviser told me the oil level looked good, the oil itself didn’t look contaminated, and that I need to take the car to Mitsubishi to have them diagnose why the “Low Oil Pressure” light came on. I immediately drove to ***** ******** **********. Continued on my trip to Lubbock in my pickup. On the drive to Lubbock I had a call from a service adviser from ***** ******** **********.  He told me the light sensor appeared to be bad.  They would have to order and they would have to wait until Tuesday for it to arrive.  He also said there was 2-½ quarts too much oil, and that the oil was probably the wrong oil. 9/29/2015 On Tuesday in the afternoon, I talked to the service adviser from ***** ******** **********.  He said they changed the oil, and when on the road test after the oil change could hear damage inside the engine. The information I have from ***** ******** ********** is that they are who must replace the motor, but since it stems from a service failure it is not covered by the 5 year / 60 month drive train warranty.  Further, if Mac Churchill service changes the motor, this will therefore void all of my drive train warranty, including all of the other equipment and parts covered by the drive train warranty. The car is still sitting at ***** ******** **********, unable to be driven. Driving the vehicle in the current condition will void the manufacturer power train warranty.

Desired Settlement: A repair by the manufacturer is primarily my first choice. This needs to include the expense I have incurred getting to the correct determination of the damage, and my cab trip when leaving the car at Mitsubishi. I am not sure I may claim any personal hardship cost at this point. My second choice would be a complete refund of the purchase price, the expense I have incurred getting to the correct determination of the damage, and my cab trip when leaving the car at Mitsubishi. My last choice is to hire a lawyer and fight with Mac Churchill. At that point I will ask for personal hardship damage, and they may incur far more expense by paying lawyer fees.

Business Response:

This is an unfortunate situation for Mr. ******.  The engine oil may have been over-filled by our Service Department but that certainly does not contribute to the concern that caused the engine to fail, which is oil starvation.  It was at the discretion of Mr. ****** and ***** ******** ********** to change the oil.  It was only subsequent to this oil change that a noise was discovered and later diagnosed as needing a new motor.

It is of our recommendation that Mr. ****** request assistance from Mitsubishi and/or have their Shop Foreman / Field Technical Specialist inspect the vehicle.

 

Consumer Response:
What is shown by the response of Mac Churchill Acura is exactly what I assumed would happen.  Mac Churchill Acura management believe that they know all of facts, have the facts aligned, and so have fabricated a storyline.  This ends with Mac Churhill Management, because regional Customer Relations management only asked me to work with the general manager of Mac Churchill Acura to resolve this matter.  Acura regional Customer Relations management did not waste their time fabricating a storyline, they only tried to help.


Here are the facts: I bought the car there.  They changed the oil.  The car had an issue.  They have not stepped up to do their part to take control and make the repair happen.

I have tried every lawyer I could in the time up to writing this.  None want any parts of this issue.  Lemon Law lawyers said they do not want any part of it either.  They say they have seen this issue between car dealers so often that they could spend my money and not get anywhere.

Had I seen reviews of Mac Churchill Acura of this type I would not have shopped there, as I have better hope for my money and I am ashamed to have bought from Mac Churchill Acura.  This may be enough to have their general manager call me and tell me how they can make this right.





Business Response:

Mac Churchill Acura stands by our initial response. 

11/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Non stop harassing calls when I politely ask to stop or I press charges the manager. Michael brooks the jumps calls me a ***** They will harass you if you don't buy from them. I highly advise you go somewhere else where you can get better professionalism. Trash and I'm pressing charges.

Desired Settlement: Completely unacceptable and would like formal apology or termination for that language

Business Response:

11.16.2015

 

We are very sorry for the way in which one of our Managers spoke to Mr. ********.  This is not acceptable to us and our employee will be counseled. 

 

Please be advised that we have placed a 'Do Not Contact' note on Mr. ********'s customer file in effort to prevent future calls / emails from our Dealership.  Should you receive contact please notify me immediately.  I can be reached at 817.442.3760.

 

Again we apologize for your inconvenience and for our employee's behavior. 

 

11/12/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My complaint is on 06-03-2015 my 2010 Chrysler Sebring was totaled. I went and filed the cancellation request Form for the MasterTech Warranty. I have been trying to get the status of the payment for the Warranty in order for my Gap Insurance to pay. From June until now October it has finally been paid. After months of no return calls Mac Churchill Acura Used Cars, speaking to people that were not professional and did not help in anyway. I was not able to talk to anyone in the Warranty department I got the run around. It was so frustrating their lack of Customer Service and the lack of Professional curtesy. This behavior was from top to bottom from Sales Reps and Managers. I will never purchase another car from Mac Churchill Acura and I will not recommend them to anyone, my advice will be to run from them and never I mean never purchase a MasterTech Warranty.

Desired Settlement: An apology for the time it took to get this resolve with no consideration of my credit and training their employees. I will never recommend anyone to them.

Business Response:

Mac Churchill Acura recognizes there were quite a few issues surrounding the cancellation of Ms. *****'s products.  Although each product has it's own cancellation process and timeframe for processing, as a whole the cancellations took longer than they should have.  For this we have apologized profusely to Ms. ***** as well as apologized for the behaviors of several employees.  In the end, and on behalf of Mac Churchill Acura, we want to apologize again for the amount of time to took to get Ms. *****'s cancellations processed as well as the treatment she received and lack of follow through from the staff.  We certainly can't blame her for not wanting to return for service in the future.  This is our loss and an example to learn from and train on.

 

9/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The dealer failed to refund maintenance charges that we were added to my car lease deceptively. I was told this would happen. The necessary forms for the refund were completed on 06/23/2015. Emails and calls to the dealership have been ignored.

Desired Settlement: The total refund of the maintenance charges and the cost of the lease corrected to reflect the proper amount.

Business Response:

Spoke to Mr. ***** today, apologized for poor communication and advised of recent research regarding cancellation.  Found that cancellation was submitted back in June but for whatever reason the extended warranty did not process it - however we had the original submission email therefore the warranty cancellation will be back-dated to June so there is no loss in proration.  Advised customer 10-14 days for refund to be received by lienholder.

Customer to reach out to me directly if refund is not received by 9.17.

 

No further action at this time.

8/29/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Mac churchill lied to me, I took copies of cars advertised on the internet, and they told me they had all been sold that very same day (Aug 1st 2015) but they had other at slightly higher prices. David is the manager and J was the salesman. I told them the cars I was intersted in and the price range. They took my Texas Driver's License and I had to make a fuss to get it back. The cars they selected were $5,000.00 or more than the ones I copied off the internet site. They even asked me how much I wanted for my wife.

Desired Settlement: I wish to be sold a automobile for theprice I had printed out on the internet, they took my copies and my Texas Drivers License nd would not return them. I had to make a loud fuss to get my Texas Drivers License back. While my wife went to our automobile in tears, embarrassment, and upset People like that should not be on the sales floor.

BBB Response:

I have read Mr. ****’s complaint and am very sorry that he had a negative experience with us. Per Mr. ****’s request I will be getting our Customer Support Supervisor Nick Cox in touch with him as soon as possible.

 

If you have any additional concerns please contact me directly

**** ******

Consumer Response: No one has called me from MacChurch Acura.

Regards,

******* ****




Business Response:

Spoke to Mr. ****, apologized for our Sales Associate’s comments.  Discussed concerns as it relates to a vehicle that Mr. **** was advised had sold but remains on our inventory feed.  Advised that this vehicle remained in our online inventory while service was hopefull we could get it to pass state inspection.  Ultimately we decided to send it to the auction just this past Wednesday and it should fall off of our site within days.   No further action required at this time.  Customer appreciated the contact to discuss concerns.

 

8/27/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a used black 20 Dodge Ram 1500 truck from this dealership in 2013. I purchased the extended warranty and gap insurance as well and it was included in the loan. I was told and it was indicated on the paperwork that if I traded my truck in, that I would receive the remainder of the extended warranty and gap insurance back in the form of a check. I did trade the truck in on a new vehicle in March of 2015. I obtained all documentation needed and asked for by Mac Churchill to process the refund on the gap insurance and extended warranty I already paid for. It has been 5 months with no return received from them. I have called 18 times in the past 5 months and have left 11 voice mails with no return call. I finally kept calling until I was transferred to a live person who assured me that he would look into the situation, again with no follow up. I have been transferred to an Air Force base in WA and am not in a position to visit the dealership in person. I have asked a relative to stop by the dealership and speak to someone in person. He was assured that someone would look into the matter, again with no success. I provided all the paperwork asked for and I feel that this dealership is simply ignoring my request to refund my money! I am considering a law suit against this company if this issue is not resolved.

Desired Settlement: I would appreciate the refund I was told I would receive within 6 weeks (now almost 6 months later) of both the gap insurance AND extended warranty I purchased with the vehicle at this dealership.

BBB Response:

Mr. ******* was complaining that he had traded in his vehicle and that he was supposed to receive the remainder of his aftermarket products sent to him by check.

 

I consulted with our Warranty Clerk **** and she let me know that all but his GAP insurance had expired and that she would call and explain the situation to him. When I checked with her today she had called him as she said. Additionally the GAP insurance refund paperwork has been submitted and can take some time to process and return to the customer. I confirmed with **** that this process has indeed been set into motion.

 

If there is anything else I can do please contact me directly.

8/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 2008 Silverado in March of 2015 from Mac Churchill Acura. Signed up for a warranty and went along my way. Had an issue with the engine and had it repaired by my mechanic paying only my deductible. In June began having problems with the AC system freezing up. Did research and found out it was a common problem with the vehicle. Took it to the dealership to allow them to repair it since my deductible was going to be only $50 there. Service tech was friendly and I left in my wife's vehicle. The tech called me later that day to inform me what they determined was the problem, and told me my cost was going to be over $600. I informed him I had the warranty, to which he replied that I only had a basic warranty. Went to the dealership to speak with someone knowing I had purchased another vehicle, and was taken from one person to another and then another. The last person wouldn't come out of his office and talk to me but relayed the message via the receptionist. Emailed the GM of the dealership, he had someone else contact me. They told me that yes I had signed up for the better warranty but there had been a clerical error on the dealerships part. He informed me that it would take 5-10 business days to get it fixed. Waited two weeks (10 business days) and warranty company says I still have basic warranty. I called and spoke with Ali (assistant finance director) and was told that he would "personally check in to it" I informed him that it had been over two weeks since I last contacted them/was contacted by them, and that I was told 5-10 business days. He said' they are a week behind in processing the warranties'. I restated that it had been TWO weeks from the time I last spoke to someone. He told me he would call me the next day 8-5-15 by 12:30. It is now 8-5-15 @ 3:45 and still nothing.

Desired Settlement: Repair to my vehicle and refund of diagnosis fee that would have been covered by warranty. I would also like all other service they quoted me done at the dealerships expense and not mine.

BBB Response:

Mr. ****** complains that when he purchased his vehicle in March of 2015 he was sold an extended warranty that should have covered his needs. However, upon needing the warranty a second time he found that the warranty that he got was just a basic warranty and that was not as extensive as the one he was sold.

 

I began to look into this for Mr. ****** and found that the a representative from his warranty company, our Director of Finance and our GM have all been in contact with Mr. ****** between the time of this complaint and this letter. I was informed that the matter was taken care of and the warranty is no longer an issue.

 

Should you need anything else please feel free to contact me directly.

Consumer Response: They still have not made good on the resolution they offered. It has been a week now and repairs still have not been done as promised with no contact from the dealership on the status of the parts needed. Parts are not unusual items that have to be special ordered either. 

They should also refund the service diagnosis fee that would have been covered by the warranty. 

8/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a certified used Acura TSX from Mac Churchill on May 30th. About three weeks later I got a bill from NTTA (toll authority) for $120. I rarely use toll roads. these charges were not mine. I went to NTTA and they confirmed it did not look like my car after they enlarged the picture of my temporary tags to see more of the car. They suggested it had to be a mix up at the dealer when the tags were issued. I called Mac Churchill and told them the situation and they had me send some information to them, which I did but I never heard back. I then contacted Acura who contacted the dealer. Acura was told bu Mac Churchill that they no longer had the temporary tag info to prove (or not) that they could have made a mix up. I do not know what to do from here. The NTTA representative said there may be more charges coming on the next billing cycle. I destroyed my temporary tags when I got my permanent ones....like you are supposed to do. As a result, I destroyed the tags before I got the NTTA bill so I have no proof those were not the tags on my car, other than the enlarged picture, which the NTTA would not give me a copy of.

Desired Settlement: That the dealer (Mac Churchill) finds the correct owner of the Acura that incurred the toll tag charges and notifies the DMV (Department of Motor Vehicles) so they can change the information on my tags and the NTTA can bill the correct customer.

BBB Response:

I saw that you contacted Mac Churchill Acura regarding this issue; however I would like to take over from here. Do you have a copy of the picture of the temporary tag that the NTTA says incurred the charges? I would like to get a copy of it so that and copy of the bill of course so that I can begin investigating. I cannot make any promises that we can get the charges transferred to the proper client but we can definitely see what we can do.

 

I have included our BBB rep in this email to make sure that they are informed and kept up to date on your complaint.

 

Please feel free to contact me at any time

 

BBB Response:

Mr. ********

I could not find another person that was using that tag, however I did talk to our GM and Controller about the issue. They both agreed to go ahead and pay this bill for you since you have informed the NTTA that you no longer have that tag. I have sent you a check at the address on file and confirmed with the NTTA bill.

 

Consumer Response:

 

Thank you for your cooperation. I just want to point out that I never had that tag as opposed to "no longer have that tag". When you back off the picture of the temporary tag that the NTTA used to charge me it 

does not show my vehicle. I want to make that clear. The NTTA even admitted that there was something missing on the car in the picture that my car clearly has. 

 

Robert ********

8/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The company did not complete financing paper work and have a binding paper work on the insurance of the vehicle. Also when vehicle was deliver did not have all the keys and when taken in on a maintenance mod update the gas cap that had a key lock on it was taken off and not replace with a standard cap so it left with no gas cap.

Desired Settlement: First of all the refund of the cost of the gas cap, the price of this car was not a fair price and the seller was not helpful in solving the problem on the gas cap when bought, also the person who sold this vehicle needs to be more train in paperwork. Also there are no one you can contact to help with complaints. Call the number and get people who can not speak English to complete your calls.

BBB Response:

I was not completely sure what Mr. ****** was trying to say exactly. I had our Customer Service Supervisor **** *** attempt to call Mr. ****** several time to the number he provided on his BBB complaint and the one that we have in our system. He has not been able to get a hold of Mr. ******.

 

 

7/31/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I got my vehicle finance through my job and declined the dealership financing. They advise me that if I go through their financing institution they can get a profit; however, I still declined their financing. The dealership sent a bill of sale to my job/bank and my job/bank sent the dealership a check for the full amount of the vehicle on 6/4. Their sales associate contacted me more than once about the check in which I advised was sent by my credit union and gave him the contact information. Now, after receiving a unknown call from a bank institution, I was shocked to find out that the dealership used their own financing/lienholders without my permission, I was already due for a payment of a vehicle that I had only 2.5 weeks and the credit bureau keeps getting inquiries from banks on the behalf of Mac Churchill. When I call they act as if they never sent a bill of sale to my bank nor received a check even though my bank has proof of both documents. I call multiple times about the issue and they all have been rude, unprofessional or state "I will look into this and call you back'" but never call me back nor return my calls. This matter is very upsetting and stressful because I have been through a lot with the dealership and they can care less about me as their customer or if I get my matter resolved. I have proof of all documentation and conversation of what was stated to me by the sales associate.

Desired Settlement: I want the second set of inquiries that was sent to the credit bureau to be taken off my credit report. I want my credit union to be honored as my lienholder as I stated at the beginning of this process. For the dealership to admit their fault and also cover any interest that have occurred with any 3rd party lienholders that I did not authorize for financing and to remove this from my credit report, ASAP.

BBB Response:

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

Mr. ******* complains that he was trying to use the company he works for as a financier for a vehicle and instead Mac Churchill Acura used another lender.

I was able to do some research on this deal and found that Mac Churchill Acura never received payment from Mr. ******’s company despite what they claim. Additionally, the Finance department waited 3 weeks for the check and finally enacted the backup contract to fin***ze the deal. I also spoke with the accounting department; they have never received, nor cashed a check from Mr. ******’s employer.

Unfortunately, because of the time lapse there is nothing that can be done for Mr. ******* he is financed with the backup lender as was agreed upon when he signed the backup contract. These contracts are put into place in these situations; specifically for the reason that the primary lender does not follow through. These backups protect Mac Churchill Acura as well as the customer. Should the backup contract not been in place we would have been forced to repossess the vehicle.  

If Mr. ******* wishes to change to his employer as a lender than he can work out the details between his current lender and his employer; there is no longer any need for Mac Churchill to be involved.

If you have any questions please contact me, directly.

Consumer Response: First off it is Ms.******* and **** ******* has not call me back or gave me any information so, I know he is not capable of providing the truth. I received the car on the evening of 6/2 bc I had to wait for the codes to get updated by Mercedes Benz dealership  and my bank sent the check on 6/4 which was a Thursday because the buyer order was not sent until the late on 6/3. Within in 4 business days on the 6/10 I was financed by a different lender without my permission or following up with me nor my bank. One of the managers, ***, stated he spoke with my bank and me and demanded a payment in which was a lie bcuz I have no records of any phone call neither does my bank. This document I signed I have yet to receive it in the mail as he stated it  will be sent. The reason the company went ahead and finance because they are liars and like the manager, **** ****** informed me that they get a profit if I finance through there lienholder instead of mine because they want some of their money back on the deal. I declined. I have proof of all of the facts and what I was told. There was no waiting period of 3weeks at all. The company did not wait nor checked on the payment because this was there plan from the beginning.  They are liars and I'm still waiting on these so call documents I sign for this Mercedes this week or I will go further against the company. They need to owe up to their fault and reimburse me for the interest that was accumulated from the other lender and I will forever leave them alone except when i get my free oil changes. Anyone I have met right along with anyone I might run across in the future that is inquiring about a vehicle will get an ear full on how badly they treat customers. I have yet to receive any follow-ups nor call stating any of these details from the dealership themselves. I recently read the "Yelp" reviews after I submitted this complaint and over half of the customers had a bad experience with Mac Churhill Acura (2?? ratings)  and I will be adding on to that site as well. This dealership is bad business.

Business Response:

Concerning Ms. ******* complaint the deal stands as is. The original finance company (whom Ms. ******* works for) did not pay for her vehicle and a backup contract was sent. The process was well known to Ms. ******* and the fault lies with her original financer. Mac Churchill Acura is no longer involved in the discussion between Ms. ******* and her current or desired financer. Should she wish to proceed with her financing through her employer she may contact her current finance company and work out the details.

 

It is unfortunate that Ms. ******* was not able to get the financing she desired at no fault to her; but Mac Churchill Acura was not the instigator of the issue. Additionally, Mac Churchill Acura has no say as to what the credit report companies record for people’s credit; especially if that information is correct. Unless other evidence is made available I must conclude that the Finance Department did as they said they would do when Ms. ******* signed the backup contract and no payment was sent; again concluding that the problem lies with her original financier.

 

Ms. ******* has many options to either repurchase through Mac Churchill Acura or refinance using her desired finance company. I would encourage Ms. ******* to proceed with those steps as soon as she can to rectify this issue.

 

 

 

Consumer Response: Again, lies. As of yet, the dealership has not presented any paperwork thatI signed stated they can finance me within 3 business days. I called again to get information submitted to me (the contract) have not received it yet! I recently contacted the dealership to ask *** about the paperwork he was supposed to mail to me and he now changes his mind and states "you have to come up to our dealership" which is over 45mins away and was not told to me at first so I could went there when I have free time. To make matters worse the contract and the warranty is still registered in the previous lemon that they sold me instead of my present vehicle in which they said was already transferred over in which was false. I had to call for towing and pay for everything out of pocket because the dealership did not do what they were supposed to. Now when I called about reimburse because of the warranty, ***, once again states I need to sign some paperwork before they can transfer the vehicle  like they stated previously. What! Once again I was not told nor knew about any documens that I could have signed. The dealership is very irresponsible and needs better leadership skills to teach them how to keep their customers happy and to not be so worried about a darn Sale only. About maintance that was suppose to be done was not and i replaced it all on my own within my first 30days of having the vehicle (wiper blades, battery, cabin filter,tires, ***gnment and a recall that was not completed. Am I getting an reimbursement for that???? Of course not because they don't  care because they lie to get you to buy the vehicle but your on your on with everything! Not a good way to gain a customer/business relationship. By the way my job/lienholder did what they and the dealership did not. I'm still waiting on the proof of the documentation that I signed as a back up contract. Even though I been so stressed out behind this I will make sure I get a chance to go to the dealership at my earliest convenience. 

7/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When we came into finance **** or however you spell her name did our paperwork and asked if she could mail us copies the next day. We never received those. We have called several times, been transferred to many different apparently non existent voicemails and have had no return calls.It has been weeks and we get no return calls and no results even after speaking to the gatekeeper for the general manager **** who promised to get it handled. This is a horrible dealership for customer service- don't think so? Give them a call yourself and try to reach someone regarding an issue. You will get ran around, dodged and avoided completely. Couple this with the excessive wait time the unorganization of paperwork and I just don't see how they are in business.

Desired Settlement: Get me my paperwork from finance and our belongings that ***** the salesman said he would send.

BBB Response:

Ms. **** complains that she did not receive her paperwork for her vehicle that she purchased from Mac Churchill Acura.

I am very sorry about the loops that you seem to have had to jump through. The short version of the story that I received is that while **** was your original Finance Manager, because of her taking a vacation day the paperwork was done by another member of the finance department. While that is no excuse for not sending the paperwork as they should have; there was some confusion as to if the paperwork had been sent out or not.

I have spoken to the other parties mentioned and explained to them how important it is to have this process followed in finance as well as the follow up process for customer service. I went through the save deal and found all of the paperwork that we normally send to our customers and have Fed-Ex’d it overnight with Saturday delivery to Ms. ****. The tracking number is ************. As of the writing of this letter it has not picked up but that tracking should be active soon.

If you have any questions please contact me, directly.

Consumer Response:


I received the Fed-ex package and on top of being addressed to the wrong address as in I happen to be standing outside when fed ex drove by looking for a non existent address even though the address on my paperwork was correct- they sent me some other persons paperwork and SOME of my paperwork. Instead of getting my odometer statements for the vehicles I traded in I received ****** **** ******' for a 2000 Ford Mustang??? Having this paperwork in its entirety is a necessity because we used the vehicles for business purposes and for the IRS I have to show the milage that was on them when we sold them. I can't believe they got the address wrong AND sent me other peoples paperwork. This place truly is a joke. I really need the correct paperwork- my paperwork not some other persons.






7/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a 2011 Mercedes Benz C300 on May 22,2015 from the dealership, I was never given a Carfax, I ask for it the same day I bought the car and everyday for the next 5 days. I got concerned and decided to get the Carfax myself. When I got the Carfax I noticed that this car had been on 3 wrecks in the past 4 years. It had been rear ended twice, and had a front collision. I went to the dealership to discuss the problem and I was told by a sales manager that the #1 rule of the dealership was that I had to sign off on the carfax report before agreeing to making the purchase. I never signed off on it yet the still sold me the vehicle, and not only that, but they sold it to me at a excellent conditions price. The car is not safe to drive! the headlights are pointing on different directions as a result of the poorly repair it went through after the front collisions, due to that, while driving at night it makes it really difficult to see since the left headlight points to the ground instead of forward, and also the trunk has a wider gap on the passenger side which makes it look like the car was not fixed well after the rear collision. none of this was mentioned to me before buying the vehicle, I should have known by signing off the carfax which I was never given, yet the dealership wont take responsibility. The manager wont meet with me and his sales associates offered me a trade in for another vehicle that is valued less than mine because they claim I have negative equity on the car they sold me, they are trying to put the blame on me and make me loose money because of their mistake. I wouldn't have bought a car for $23,350.00 that is not safe for my family. the even refused to fix the issues with it. If they made a rule that every vehicle sold should have a Carfax signed off, and they failed to do that with me, they should be fixing their own mistakes at their own cost, not by trying to rip me off yet again.

Desired Settlement: I should be able to get a vehicle worth the same as they one they sold me, not a cheaper one due to my negative equity on the vehicle they sold me, they are supposed to pay the $2000 of negative equity to own up to their mistake, not me.

BBB Response:

Mr. ******* complains that the vehicle that he purchased was in several accidents prior to his purchase and that due to those accidents the vehicle is unsafe to drive.

I have checked the carfax and did notice that the vehicle had been in an accident and had to get some repair work done. The report also notes that there was no structural damage to the vehicle and whatever the accident was it was not sever enough to cause airbag deployment. The additional bumper repairs are not attributed to collisions or accidents and may have been cause by anything. When our technicians performed their inspection of the vehicle they did not note any structural damage or safety issues. Additionally Mac Churchill Acura purchased this vehicle at auction. The auction also performs its own safety inspection and deemed it eligible for sale.

Mr. ******* was offered a replacement vehicle as a courtesy to him, not because of any fault of Mac Churchill Acura. If Mr. ******* feels that his headlights are not aligned correctly we would be more than willing to adjust them for him.

Mac Churchill Acura makes every effort to provide a carfax report to any customer that asks for it. We even provide public internet specifically for the reason to allow customers to look up items concerning their purchase. At no time was Mr. ******* denied his ability to get a carfax report. Additionally, all customers including Mr. ******* have the opportunity to have vehicle looked at professionally and every opportunity to look at the vehicle himself for any physical flaws that he was unhappy with.

Additionally, the vehicle was sold AS-IS. This means that the vehicle comes with no warranties or guarantees other than those written into the deal and agreed to by both parties. Mr. ******* signed several AS-IS agreements for the purchase of this vehicle. At this time we have extended every opportunity to Mr.******* that we are willing to extend. Again we will adjust his headlights free of charge if he still believes that they are out of alignment for safety.  

Consumer Response: The vehicle is unsafe to drive. I intend to drive at night time too, and the lighting issue makes it really hard to see over 15 feet, you better believe that driving 60 miles an hour with that much lighting is not safe. Yet they claim that multiple inspections by professionals deemed this car as a safe vehicle, it should have been deemed as a safe daytime driving vehicle. Visibility is one of the most crucial safety standards a car should have, if car safety professionals passed this car as safe, either their standards are way below what the public demands or they are simply not qualified to do their duties. They they go ahead and say that there is no structural damage, When a car is rear ended and the trunk moves, to where a bigger visible gap is left on the passenger side, and also the trunk is higher than the rear panel, the there was structural damage, the trunk is part of the structure, it is not an ornament, and that part of the structure wasn't repaired by professionals, or at least not qualified professionals, as I would believe, they would notice such difference. And as car people, they should know that structural damage can be caused without the need of airbag deployment. If they don't know that, then they should take classes on it. On the car fax is noted that when the car had the front collision, fender, bumper and headlights were replaced, this was no small wreck. I was offered a replacement vehicle, I did bring that up on my original claim, they only offered me one that was nothing like the Mercedes Benz I bought, they said "this BMW is your only option, we got this car really cheap at an auction so you can either take it or leave it" let me point out that they had 2 other identical Mercedes Benz in the lot, but I was only offered a BMW that looked nothing like what I wanted or had purchase. That was my only option, and it was not much of an option. They simply did not care about their mistake. When it comes to the carfax, I was told by the sales manager, and two other salesman that at the time of purchasing the vehicle, their number 1 rule is that the buyer is supposed to sign off on the carfax report, it really doesn't matter if I asked for it or not, the rule is, I, as the buyer, am supposed to sign off on it at the time of the purchase, AND THIS IS SIMPLE, I DIDN'T. They completely forgot to bring out the carfax for me to sign off on it. At the negotiating table, they also forgot to let me know the car had been on three wrecks. So no, I am not gonna accept their offer to just fix the headlight, not with the way they are trying to wash their hands and put their blame on me, when it was clearly their fault. 

Business Response: My offer stands as is.

Consumer Response: Their offer, as I stated was not an offer. they are willing to only fix the headlights, which I already paid a qualified mechanic to do so, out of my own pocket. why? because they had plenty of opportunities with their qualified auto mechanics to fix the issue before the car was sold. As they stated before, the car was looked at by their mechanics whom supposedly fix all the flaws and marked it as safe. I was not going to waste my time with their mechanics anymore. they stated on their first response that I can get a car fax easily, its on their website, yet, when I went to buy a car from their dealership they never mentioned that, I didn't went to the dealership to buy the car I bought, I was interested on another one they had already sold. So, being that I was there when I was shown the vehicle that I bought, the least they could have done was show me the car fax, the one "every customer signs off before they make a purchase" this is by their own "#1" rule. They failed to have me sign off on it, they hid the fact that the car was on three wrecks, they didn't send me the car fax the same day I bought the car, however when I asked for it that same day, I was told I was gonna get it, they failed to send it and kept telling me that they were gonna send it every day for the next 5 days. Not once, out of courtesy did they mention that the car fax reports were free on their website, which could have resolved this problem the first day. As I was told five days later, by the store manager that the only way to cancel my deal or to get a refinance would have been if I would brought up the issue at the most a day after I closed the deal. It has been their fault for not providing me the information that they are so willing and eager to show, that information, per my request, was not shown to me, and I have messages to prove it. They pulled a fast one on me and they are not owning up to it, instead they are just not caring at all, since they are a big business and they can get away with it. they headlights issue was a real issue that I discussed with them, and they acknowledge at the dealership, yet that same day they weren't offering me to fix it, they say they were gonna call me back to see if they could fix it and I never got that call. They are just being wise guys through this claim on this website, acting as if they did all they could do, but reality is they haven't, they just don't give a damn about their customers.

7/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I went in to buy a car from them ON 5/5/15 , I was told by salesman Mr.**** i was approved . I proceed with the deal and put down the down payment $3000.00 plus 220.00 for on the spot insurance the ask me to . You on delivery that same night the car detailer wrecked it . So dealership fixed 2 weeks later . then 2 and half weeks later salesman Mr **** call me Stating that Mr ******** needed to talk with me about the car . Mr ******** stated that he sent my papers to wrong BANK THAT I WAS APPROVED BY . (**** ****) and i need to sign the papers on the bank(********* ******** ***) that approved me .So I did and I ask him is sure the deal was done ,which he stated everything is complete . which was on 6/6/15 a whole month later .. Now i get a call from Mr ******** on 6/18/15 that the deal is not done and the need the car and i was going to lose some of my down payment . Plus on top of that i already paid for car insurance for a month . I have been lied to from the very beginning This is very bad sales practice.. I see on your site they have done this to a lot of customers .. Oh come to find out i received a letter from **** **** that i was approved and i have proof ..Mac churchill was trying to sale me to the highest bidder. I want full refund $ 3000.00 down payment. $ 220.00 for on the spot insurance 20 day them sold me . And i want my down payment back for my insurance $ 334.00 and monthly payment $ 210.00 Totals $ 3764.00 . I want it in cash ..no checks Mac Churhill Finance and sales depts lies ...

BBB Response:

Mr. ***** complains that he was told that he was approved by the lender that we set him up through; and that now he is no longer approved and he will have to return the vehicle. He is asking for the money that he spent in insurance and payment on the vehicle back.

Unfortunately, Mr. ***** is incorrect in his assumption that approval meant that the deal was completed. He was approved and did indeed get the start of a loan to be processed by his lender. However, the lender rejected the final approval citing that Mr. ***** could not prove his claimed income through statements that they required of him. This is in no way the fault of Mac Churchill Acura or its employees and any monies that are to be deducted from his down payment are between Mr. ***** and the Lender.

Mac Churchill is an intermediary between the lender and the client we are not taking money from Mr. ***** as he claims. Additionally, as it is his inability to provide accurate paperwork to the lender there is no reason that Mac Churchill Acura is responsible for any additional monies spent and/or lost by Mr. ***** because of his inability to complete his loan requirements. Mr. ***** may have recourse through the lender but he would have to deal with them directly to address his concerns.

If you have any questions please contact me, directly.

6/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I boughta car on5/8/15 and i did not have the $1,000 down payment that they wanted so they told me that i could give them the money in two weeks on 5/22/15. so i lefta copy of my debit card and written instructions to debit my card for that amount on that day. they had me sign a backup contract in case i couldn't provide them the down payment on that date. after noticing that they had not debited my bank card i went in to the dealership on 5/22/15 and told them to debit my card and they said that the backup contract had already gone through. i told them that was not the agreement and they agreed to cancel the contract, and said they would honor my contract. so i was debited for $1,000 from my checking account. but now i got a payment book that has a monthly payment that i did not agree to and did not sign a contract for it, and seems they did not apply my down payment.

Desired Settlement: I desire to have my contract honored and will go to the dealership to attempt to get this issue resolved. I also want them to train their finance department as to their policies when it comes to down payment and backup contract situations. and to be upfront with the customer about these policies. also as a result of these errors i will never purchase a vehicle with them. one error on the contract is understandable but not two.

BBB Response:

Mr. ********* complains that he could not turn in his down payment at the time of purchase so we held on the given time; but in the meantime had him sign a backup contract. We then executed the backup contract despite him being able to turn in the down payment as promised. He would like us to cancel the previous contract honor the down payment that he did make and go back to the original contract.

I spoke with Ray Jones concerning this deal. He was unaware that this had not already been taken care of. He and I checked throughout the day to make sure that we could reverse the current deal and redo what was promised to Mr. *********. As of this morning our accounting team is finalizing the cancellation and we are planning to push forward with the original contract. Should any problems occur we will be getting in contact with Mr. ********* directly.

6/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Left car at dealership for 3 days for maintenance servicing. I called dealership and told service rep needed access to vehicle on 5/19 as it was not ready.arrive at dealership to pick up tablet android device out of car as it was not still ready GPS was still in car at the time of entering vehicle for tablet.Arrived at dealership on 5/20/2015 to load car of items from loaner car and discovered GPS was missing. When I approached servicing representative regarding the missing unit he became concerned and began to assist me in searching my car for the unit.He then approached his Service Manager and they indicated they would look at the security cameras. I paid for service and left the dealership as the service rep said they would give me a call regarding replacing the unit as this has happened before as their car wash contractor was responsible in multiple theft of items of other customers cars and was set up by management caught and fired. There was several pieces of blond long hair in the car after it was washed when searching the car and the sales rep took it and said he has an idea of who has long hair who washes the cars.

Desired Settlement: I would like a full refund in the amount of $150 spent on gps purchased that was taken from my vehicle the only reason I did not remove it as to other items as I have had my car serviced at this dealership previously and have had loan cars provided with the gps working in this case it did not and I had to use other resources to get around town while my car was in the shop for 4 days. They blamed this whole incident on me as the customer as I would not have done such thing as I had not ever had a bad experience until now. The rep indicated they had a previous contractor do this and they set him up for taking money out of a car and fired him. Obviously history is repeating itself and they have lost a lot of customers behind it including me.

BBB Response:

The customer complains that they left a GPS device in their vehicle while it was getting serviced and upon picking it up the GPS was no longer in the vehicle.

I spoke with both the service director and service manager about this issue. They recall the incident and while they were willing to look for the GPS device; they maintain that it is the strict policy of the dealership that any valuables in vehicles are to be removed when leaving them.

Additionally, I spoke with the manager in charge of our clean-up crew he did not remember the vehicle nor did he know about a missing GPS. Additionally he does not have anyone working for him with blonde hair.

Unfortunately, it is policy that all valuables must be removed from vehicles before they are left for service. There is a sign posted for this reason. It is unfortunate that the GPS was missing but we maintain that the responsibility of a person’s valuables are that person’s and not the responsibility of the dealership. If we should find the missing GPS we will make sure to contact the customer immediately.

Consumer Response:

I will be pursuing legal action they have a thief as a contractor on their site. This has happened before. These people have had numerous thefts in the past by their car wash contractor who has blond long hair and they are covering it up..  The place needs to be prosecuted. Have been going to this place for over a year with no issues same GPS left in the car with no issues amongst other personal items. they just put that sign up after I complained these people are liars and I will tell them to their faces. They are protecting this criminal minded contractor his hair was all in my car, then lied and told me they were going to reimburse me if I filled up their tank then said they couldn't help me oh well your fault.My tablet was in their the day before and I went and picked it up leaving the GPS in their and they never said anything. Look at their BBB reviews, YELP, and all other customer review boards they speak for their service. Never had a problem with them until I felt violated like they were doing me a favor and in turn did me a disservice and have the nerve to lie about it to the BBB.




Business Response:

The customer did not present evidence that they even had a GPS device. Either way it is stated several places that customers need to remove their valuables before leaving them. Additionally there is no evidence that anything was stolen.

6/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Went into this dealership with pre-approved credit letter in hand from **** ** *******. The sales manager asked if we were interested in checking our credit to get a "better rate from one of our more aggressive" lending institutions. We said no. Despite the fact that we specifically said no we weren't interested, I discovered that this dealership ran my credit history. Furthermore, they not only ran it once, they ran it twice, once for Mac Churchill and once for ***** ****. That is a violation of the Fair Credit Reporting Act.

Desired Settlement: 1) I want the owner of this dealership to be made personally aware of this complaint and a written acknowledgement that he has been notified. 2) I want the unauthorized and illegal credit checks removed from my credit file by this dealership with written notice from the CRA that it has been done. 3) I want the sales manager and anyone else responsible for this practice to be officially reprimanded or discharged by the owner of this company.

Consumer Response: As Mr. ****** is well aware, I cannot remove the inquiries from our credit report either.  Unethical businesses are the reason consumer protection laws were written, yet these businesses still lie and pass the buck so that no one is accountable.  

Despite the assurance that *** *****, Finance Director, was not informed that we refused Mac Churchill to access our credit history, **** ******* should be reprimanded for his failure to inform Mr. ******  I will mention that Mr. ******* informed us each step of negotiations that he had to check with his finance director, who I assume is Mr. ******  The question remains, do any of us really believe Mr. ***** isn't totally aware that this is a common practice among his sales staff?  
We only signed a credit application as a contract condition of utilizing the pre-approved financing from **** ** ******* AFTER all negotiations were complete, so there really was absolutely no reason for Mac Churchill, Mr. ******, Mr. *****, or Mr. ******* to pull our credit report.  
I want a written letter of apology for violating my consumer rights, and a reprimand for **** ******* and *** ***** to reinforce the process of not violating consumer rights in the future.

Business Response:

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

Ms. ***** I am sorry that your credit was pulled more times than was required. I did speak with Mr. ***** about the situation; and there is a procedure in place; but if the individual does not follow procedure things will occur. The finance managers that were involved have been reprimanded and **** ******* has been demoted.

Since your complaint Mr. ***** has gathered his team and reinforced the procedure on at least 2 occasions that I was witness to. We strive to do our very best to attend to the wishes of our clients especially concerning their credit.

I did contact the company that we use to process credit through, they are the ones that instructed me that you would be able to contact the lenders directly to remove the inquires that were posted.

6/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I've requested Mac Churchill Acura to stop sending advertisements in the mail. The only business I ever did with them was to purchase a state inspection on Groupon 3 years ago. The service was horrible, and wanted nothing further to do with the dealership. Now I deal with their junk mail at least once a month. I called the dealership and they said the mailings are done by other companies and they have no way to stop the mailings.

Desired Settlement: I want the dealership or marketing firm, or whatever party is responsible, to stop sending mail to my address. I wish no further contact with the business.

BBB Response:

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

Mr. ********** has requested that we stop sending him our mail pieces.

Mr. ********** I will let our 3rd party mail companies know that you do not wish to be placed on any more of their lists. However, we currently will send mail pieces to geographic areas and those will not be affected by any restrictions we place since they are geographic based and not specific to the individual.

I am sorry that you feel that you received poor service the last time that you were in our service department. We have made many changes since you came in last and would love an opportunity to make your next experience with us better. If that is not to be Thank you for your business.

5/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I first presented to Mac Churchill Acura for a simple Oil Change. I was told that my oil pan is leaking from a time insert that was placed in appropriately and need to be replaced. However, that replaced time insert continue to leak oil. I came back and they told me the oil pan need to be replaced. I agreed to have them do that, but my car came out with a broken fog light. They said it fell off because it is already about to fall. They did not offer any thing trying to repair it or just simply put it back. Instead, they throw it into the trash can. I had to request them to retrieve it from the trash.

Desired Settlement: My desired solution is for them to replace my fog light for me without any charges. This is a damage done by Mac Churchill during a repair of my oil pan. They need to be responsible for it.

BBB Response:

Mr. ***** complains that while he was in for service his fog light was broken. He would like Mac Churchill Acura to repair it.

After speaking with the manager that was involved with this issue I found that the fog light was previously broken. I also found that Mr. ***** was given his fog light back and it was not thrown away. However, after speaking with the manager it was decided that we were not fully responsible for the breaking of the fog light but our carwash was involved. Our service manager will be getting in contact with Mr. ***** to discuss repairing his fog light.

5/22/2015 Billing/Collection Issues
5/1/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They sold me a warranty that is null and void. I was not aware that the warranty they sold was not valid on altered vehicle's. I bought my truck with a lift on it from them and I asked about a warranty and they sold me one, and they knew that it would not cover the truck because it had been altered but they sold it to me anyway. I was not aware that it wouldnt cover the truck until I took the truck in for some repair work in which they would not do because of the lift on the truck. I tried to get my money back and they would not give it to me they told me they didnt have too.

Desired Settlement: I would like for them to refund the whole amount of the master tech warranty 3200.00 and also the matinance warranty 400.00 they sold me. I will not ever take my truck to them for matinance or repairs again.

BBB Response:

Ms. ******** complains that she was sold a warranty that she cannot use because her vehicle was sold with a lift kit installed.

After reviewing her case I found that her warranty should cover her vehicle. Provided that she has not added anything further to the vehicle than the lifters that were on the vehicle at the time of purchase. To start this process I will need to confirm that no other alterations have been made to the vehicle.

Mac Churchill Acura/Automall

5/1/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a used car and also bought extended warranty. The car had previous issues that were unknown to me and the car needs a complete new engine. Warranty I purchased is not covering it and I have been more than patient with the dealership on handling the situation and its still not resolved after 3 months. I'm still making my car payments and paying for insurance and I'm not even driving nor do I even have the vehicle.

Desired Settlement: I either want the $2000 that I put as a down payment back to purchase another vehicle or I want the warranty to cover the engine replacement.

Business Response:

Mr. ****** complains that he purchased a vehicle from Mac Churchill Acura and that the engine stopped working. Additionally his warranty did not cover that type of repair.

Unfortunately, I cannot find the details to Mr. ******’s vehicle or deal. However, I do know that unless it was a new Acura the vehicle was sold AS-IS. Without further details I cannot provide any more specific information.

When a vehicle is purchased AS-IS the vehicle has been inspected for safety. When the technician deems that the vehicle is safe it is then put on the lot for sale. As I do not know the specifics of this vehicle I do know that it was deemed safe and within standards set forth by the state of Texas. Many vehicles especially older vehicles can have problems that are not detectable until they occur; this is why we warn all of our clients that the vehicles as AS-IS and have them sign to that effect several times.

If Mr. ****** can provide a VIN number for his vehicle I can further review this situation.

5/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Dodge Ram on Monday. I drove it home at 8:00pm Monday. I noticed that the truck had loud sreeching, banging, and clanking sounds coming out of the front end on both sides. They delaership had already sold me the truck with a tailpipe that was broken and they said they were lowering the price and if I would get that fixed myself. I took the truck to my mechanic to fis the tailpipe and had him do a front end inspection to find out what the cause of all the noise was. He reported to me that the truck has a severe issue. The lower ball joints are about to fall of the truck. He told me this is very dangerous and would cause tremendous damage to the vehicle when they come off. He told me one bad pot hole will do it. The repair estimate is 600 dollars. I contatced the dealership before I went to my mechanic and they told me to call them back after I found out what was wrong. I called them and my salesperson said there was nothing they could do. I expressed to them that this was serious. I put 9000 dollars down, purchased a warranty, and I could not pay another 600 dollars to repair something that was broken when they sold it to me. I asked to speak to a manager and that manager told me to call the service manager. I never recieved a call back fom anyone in service. Last night (tuesday night) my sales person called me and told me he had my driver's licesnse and that I neededto come back to re sign papers because they found me a better loan. I said great but what about this repair. They told me they would figure that out to. I arrived this morning and I signed new papers. Than they told me that best they could do was to have me come back in 30 or more days and than they could fix it with my warranty as its not active. They said they would try to expedite the paperwork.

Desired Settlement: This truck was not put through any form of inspection as represented in the add. The front end issue would have been discovered. My mechanic noted that there had been no lubrication or any form of service done beneath the vehicle in a very long time. The taillight is out and the hoods tension arms are also broken. The hood is not on the truck right and when I attempted to look at that the hood almost fell on my head. Had did you do any form of service? I want the dealership to pay for the repairs on the truck that should have been done before it was ever put on the market and before that gladly took my money. I thought this was a reputable business with integrity and I trusted thier brand and the words on thier website and add. The add also stated the truck had a mast antenna and keyless entry that are both missing. I also was not given any of my loan paperwork. I would also be willing to cancel this deal with the lack of integrity. I sent a similair note to Mac Churchill himself too

Business Response:

Mr. ****** is complaining that he purchased a vehicle with the knowledge that it required some repairs. Upon seeking those repairs he found that he needed to have other repairs done as well. He was told to call our Service Manager and never received a response from him.

I have reviewed the case and have seen that Mr. ****** has come in for service recently to repair the ball joints that he was complaining about. If Mr. ****** has any more complaints please feel free to contact me directly. 

 

4/25/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I get nothing but lies and run around out of the whole staff in the pre own. I already tried to explain to you but I had to condense so many time it erased all I wrote. can you just call for details Since April 4 up to today I have not gotten those sales agents and their managers to do anything but give my husband and me nothing but LIES LIES LIES ONE AFTER THE OTHER ABOUT A CAR WE PURCHASED FROM THEM . WE STILL DON'T EVEN HAVE THE PAPERWORK OR NOT EVEN A BUSINESS CARD FROM THOSE MEN.

Desired Settlement: I want it to be known these people are the biggest bunch of liers in the business. I have been so worked up over this mess and their lies. I have become ill and had to see my doctor. for my asthma. They tell me my car will be fixed in 1 day after two I call and Jason Reed tells me he doesn't know how long it will take many cars ahead of mine. Over the phone I hear probably the truth but in person LIES!!

BBB Response:

Ms. ***** I am sorry that you have had a negative experience with us. Have you received your paperwork from us yet? Additionally, I will have our new Customer Service Representative contact you as soon as possible to make sure that there is nothing else that we can do for you.

4/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I thought I had a truck financed through this company but began having issues with the truck and requested it be fixed. I got the run around and they wouldn't return my calls or let me speak with anyone higher up each time I went to the dealership. They agreed to fix the truck last Friday and provided me with a loaner car. I'm now being told the bank kicked back the application to them after I let them know the truck was having issues. They are now telling me if it isn't financed through that bank that they are taking the truck and my down payment as well as my car I traded In. This would leave me stranded wo the no way to work and support myself and my daughter. I have not missed any payments on the truck and the dealer is yelling me they haven't even looked at the truck they were in the process of financing me.

Desired Settlement: If they are unable to fix this truck and finance it I would think it's fair for me to get my down payment and my car back. This whole deal was handled poorly and I just want to undo it since they are at no loss at this point

Business Response:

Mrs. ******* complains that the dealership is threatening to take her vehicle back and leaving her without a vehicle. Additionally, that there are some repairs that need to be made.

I have researched the issue with Mrs. ******* and the associates that I have spoken with do not remember speaking with Mrs. *******. I was assured though that her deal has gone through and that no one from Mac Churchill Acura would be taking her vehicle away from her.

As to the repairs since I am unaware of the full situation; I cannot comment fully as to what we can and cannot do for her there. I must remind all parties that he vehicle was sold AS-IS. If Mrs. ******* would like to contact me to let me know what the issues are I may be able to help. ###-###-####

4/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My complaint is with Mac Churchill Auto M**l at 3737 Airport Freeway Bedford, TX 76021. Their phone number is 817-786-4546. I purchased a 2006 Ford Mustang, VIN ****************, it has 108929 miles on it. I financed the car and took possession on January 10,2015. The car was rattling under the front end, I purchased the car with the understanding that the problem would be fixed by them. I got an I owe You for the repairs. I took the car back to them for repair two times and they told me that they did replace the parts. The car has not been fixed, the first time I took it back to them they kept it for the afternoon, after me complaining they had me bring it back again. This time they kept it for 6 days, I picked it up and nothing had changed it is still making noise under it. I was told by the floor manager that if I did not keep the car they would repo it and ruin my credit. I left the car in their lot. I was advised by the State Attorneys office to get it off the lot before they charge me a lot fee.. I have taken it to another shop and they say it has not been touched, there are no new parts under the car. I cannot afford to get the car fixed and I am needing a vehicle. I have requested a work order that shows what has been done to the car and they told me they didn't know if they can do that. The condition of the vehicle is a safety issue. I have c**led them 10 times in the last two days and they still have not done anything. I am at my wits end and am very irrated with this hole situation. They did offer to trade the car back in but the only car they showed me was in need of repair **so and they wanted to take my warrenty I purchased away from me for about $7000. more. They need to honor what they told me in the beginning, fix the rattling under the car, or either buy the car back. Simple as that, I can't drive it so it isn't any good to me. Please advise what I need to do, as soon as possible.

Desired Settlement: see Attached document

Business Response:

I am writing this letter in response to complaint 10431599 Autom**l

As a follow up to this complaint ** ***** has been speaking with Ms. ***** in regards to the addition** repairs to this vehicle. ** reported that the repairs that Ms. ***** requested had been done and that Ms. ***** had spoken with the Gener** Manager ***** *****. ** is still willing to speak with Ms. ***** regarding any further concerns.

 

 

4/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a car on January 31, 2015 At that time I was told that I didn't need a co signer but My daughter ******'s dad called them on February 2, 2015 and they told him they didn't need him to co sign and yesterday I was told that I had to take the car back if not they were going to report it stolen, How are they going to wait almost 3 weeks to let me know it didn't go through the took my $1500 as a down payment. I don't know what I'm suppose to do

Desired Settlement: Keep the car

Business Response:

Ms. ******** is complaining that Mac Churchill Automall threatened her with police action because she did not want to return the vehicle she was in the process of purchasing from them.

Unfortunately, there are times that we have to get 3rd party agencies involved. In this case, the vehicle that Ms. ******** and her daughter were attempting to purchase could not be financed though many attempts were made. Upon speaking with the Manager that was involved with this situation; Ms. ******** was contacted many times and was asked to return the vehicle. After several attempts of reclaiming the vehicle, police action seemed to be needed.

Though as of this writing, I am told that the vehicle has been returned.

Consumer Response: I was never contacted by Mac Churchill auto mall they when contacting my 17 yr old daughter while she was at school that's when I called them because they were already threatening her so I got involved they knew she was only 17 yes old but yet still sold us the car when I contacted them that's when they told me they were going to call the police OK to begin with they should of contacted me first not my daughter I'm the one who called them they didn't call me so they need to get there sorry straight and yes I did return the car because I didn't want to call with them but yet they send me a letter two weeks later to refinance my car omg why would I go to you guys after what you guys put me through


4/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This compliant is with the USED cars sales. I am looking for a cash car 5 thousand I researched online found one. I went into the dealership two weeks ago after verifying that a car would be there for me to test drive. By the time that I got there it sold and the manager offered me a higher priced car with 250 payments. I walked and took it for what it was used cars sale all the time its fine. Again I found a 2006 and 2007 Camry same dealership this time I called an hour before showing up verified that BOTH cars were still there. I get there the sales lady told me they were BOTH shipped off to auction that morning. After showing the showing me bunch of beat up cars that i wasn't interested in the SAME manager comes out says he sorry but the two cars that I was there to see were BOTH SOLD (not sent to auction) but he has a nice 2011 Camry that he can get me into for $250.00 car payments. I filed a complaint through acura twitter they called me reference# B012 ***** 508 while I one the phone with them I logged on to MAC Churchill website and both cars I went to see were still there. I internet chatted with a sales rep who assured me the cars were still on the lot and that I needed to make an appointment to come see them. BTW the two cars ARE STILL one the website as I type this....

Desired Settlement: "Desired Settlement" that's up to acrua or used car department of Mac Churchill. These are bait and switch tatics are something that someone needs to answer for. The end result in all my wasted time is I still need a car

BBB Response:

Mr. ***** complains that several times that he tried to purchase a vehicle that was on our website; and the vehicle was sold or otherwise gone when he got here.

Unfortunately, Mr. ***** since I do not know which vehicles these specifically were I cannot follow up with great detail. I can tell you that we use a call center to help us book appointments and since they are off site they too have to go off the website’s information. Additionally, because some deals can take several days to process and get approved the website may have some delay in removing the vehicle since technically they are not sold. Depending on the state of the vehicle it may have been determined that the vehicle was not eligible for sale after our technicians looked at it, this too would cause a delay on the website.

If you are still in the market and find another vehicle on our site; request that the sales agent that you speak to, go and get the keys for you before you arrive. Getting the keys not only assures you that the vehicle is there, but also makes sure that the vehicle is not sold or otherwise made unavailable before you arrive. We do sell an average of 16-17 used cars a day it is very possible that the vehicle that you want is also being looked at by several other people.

Consumer Response:

I am rejecting because the response was both dissmissive and uncaring IE we sale

You can't really resolve something you don't look into nor can you resolve something when you are being dismissive. By his response you can tell he half read what  I said.  I spoke to my sales REP who told me both cars were there. She tells me they both sold and her manager told me they both were sent to auction. He says doesn't know what cars I'm referring to yet I provided the acura complaint reference number which has both vechiles information in it. Clear case of just not caring that employees under his umbrella are mis representing the MacChurchill and Acrua name. It's sad because this tatic must work a high percentage of the time or they wouldn't do it.

 





BBB Response:

I am rejecting because the response was both dissmissive and uncaring IE we sale

You can't really resolve something you don't look into nor can you resolve something when you are being dismissive. By his response you can tell he half read what  I said.  I spoke to my sales REP who told me both cars were there. She tells me they both sold and her manager told me they both were sent to auction. He says doesn't know what cars I'm referring to yet I provided the acura complaint reference number which has both vechiles information in it. Clear case of just not caring that employees under his umbrella are mis representing the MacChurchill and Acrua name. It's sad because this tatic must work a high percentage of the time or they wouldn't do it.

 

Regards,

***** *****




3/28/2015 Advertising/Sales Issues
2/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a used van for cash in the amount of 4,800. We drove the van no lights were on until we left the lot. The check engine light, tire pressure light and the air bag lights came on when we left the lot. We stopped at a restaurant to eat since we had been there all day when the key would not release from the ignition. We went directly back to the lot within the hour and spoke to the salesperson (***** *****) and she informed us that the service department was close and to come back Monday. I called Monday and Ms. ***** passed the phone to a gentlemen who claim to be her manager and he stated "you purchased the vehicle as is". The dealership knowingly sold us a vehicle without disclosing the issues that were most certainly present. We explained to Ms. ***** we had 5 children and needed a dependable van, we had no money to put repairs in. We have already replaced the relay fan (150) because it got hot. The battery had a dead cell (122.00). We have since taken it to a auto repair shop and they stated the van needed a lot of repairs, the air bag needs to be recalibrated & is unsafe to drive. The Key sticking is a shifter issue. If we have an accident my kids will not survive. How could they sell us this van without telling us it had these issues. We did not wait days or weeks to call we turned around and went right back. What kind of a business would knowingly sell a dangerous vehicle to a couple with 5 kids and in need of much repair.

Desired Settlement: I would like our money back on this van so that I can go buy a safe vehicle. I will never go back to MacChurhill Acura nor will I recommend them to family or friends.

BBB Response:

Mr. ***** is complaining that he purchased a Kia Sedona from Mac Churchill Acura and sometime after leaving the lot the vehicle started having problems. Mr. ***** is requesting that we refund the entire amount of the vehicle back to him.

We sell all vehicles AS-IS on our lot; and for that reason; when one is being looked at for purchase we are very adamant to let the customer know that the vehicle is AS-IS. We make sure that the vehicle is viewed as safe by the state of Texas. When we sell a vehicle AS-IS, we make sure to have the customer sign off several times that they understand that the vehicle could have problems that we are unaware of and are purchasing the vehicle anyway.

Additionally, vehicles like the one purchased by Mr. ***** are priced very low for the exact reason that they are older and high mileage. There is a number of unforeseen items that could be present in such vehicles. We make sure that our customers are armed with every opportunity to test drive or inspect the car themselves prior to purchase. We discourage buyers to purchase these kinds of vehicles especially when we know that they are capable of financing a lower mileage and newer vehicle. This vehicle was what Mr. ***** wanted.

After speaking with our GM Mr. ***** has met with members of management at the Dealership. He has been offered to have the vehicle traded-in to purchase a better vehicle on our lot.  We will not refund and take back the vehicle from Mr. *****. He was made aware of what he was purchasing several times and he made his choice.

Attached I have included the 3 AS-IS disclaimers that Mr. ***** signed.

If you have any questions please contact me.

 

Consumer Response:

 

I would like to address the dishonesty that this dealership continues to show. 

1) We are by no means upset about the age or the high mileage on the vehicle.

2) We were never discouraged into buying this vehicle nor were the present issues with the van addressed, nor was a carfax offered.

3) I spoke to someone the on Monday after purchasing the vehicle on Saturday after I was told they would fix the issues that presented when we left the lot.  However, a person claiming to be a manager answered the phone and I was told you purchased the vehicle "AS IS".  We have "NEVER" spoke to GM - "members of Management" as stated in the response, on the phone nor in person "several" times.  As a matter of fact this is the first response we have received from the dealer.  I left two voice mail messages, sent a complaint letter via regular postage and certified regarding our complaint and received no response.

3) we are unable to buy a vehicle since we are in bankruptcy. We explained that to the saleperson. Also, how we needed a dependable vehicle to transport 5 children to and from school and activities.  Yes, we do anticipate "unforeseen" repairs but not the same day.  When we test drove this car these issues did not present until we left the lot.

5) We have never been offered to trade-in the vehicle to purchase a better vehicle.  No one has made any attempt to contact us regarding the complaint and offering a resolution to this issue.

6) This is truly and dishonest sales and a violation of the Texas Deceptive Trade Practice Act. The dealership knowning sold us a used van with issues unknown to us and failed to disclose these issues at the time of sale.  Nor have they tried to offer a resolution.  However, they continue to be dishonest by saying we met with members of management and were offered to trade in the van for something better.  Obviously that is not an option since we are in "bankruptcy".

We would like a good outcome.

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



 

2/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I negotiated and signed a "sales worksheet" for a base sales price of $15750.00 on a used vehicle. The base sales price of the vehicle was inflated to $17,250.00 on the sales contract and I was told by **** *******, my Finance representative, when directly asking about this price difference that "There are fees rolled into the back-end". Hesitant still, I had the Assistant Finance Director *** *********, come in to explain. *** did not give me a clear answer but insisted that the numbers were correct. Trusting them, I signed the contract. After having my contract reviewed by an attorney, was told that the sales price of the vehicle was inflated by $1500 without explanation. 5 business days after signing the contract I spoke with **** ******* again, he admitted there was an error and we signed a new contract for $14k (an "AS IS" price; this time without a WE OWE (since no work had been done yet), a maintenance contract or an extended warranty like we had on the first contract). I was told he would cancel the first contract with my lender, the maintenance contract and also the extended warranty. I have been in numerous times in October, November and December asking why our lender still reflects the first sales contract with the "inflated" sales price and have discussed the matter with **** *******, *** *******, *** ********* (Assistant Finance Director) and *** ***** (Finance Director). ****, *** and *** all insisted the "Second" contract for the base sales price of 14k was sent to my lender and that the maintenance contract and warranty have been cancelled. After discussing the matter today with *** *****, he told me that the second contract had not been sent to my lender and the maintenance/warranty contracts had not been cancelled. He was willing to cancel the maintenance/warranty but said he is not able to honor the second contract since it has been too long. Unfortunately, this still leaves a difference of thousands of dollars in their favor... not acceptable!

Desired Settlement: Cancel the first contract with Chase Bank, my lender, and submit to them my second contract I had to sign because of your 'error' on the first contract. If this is not possible, I would like the maintenance contract cancelled and refunded immediately, the extended warranty cancelled and refunded immediately and the price difference between the first contract and second contract (Including all differences in tax and fees, etc... ...As in every single cent!) to be written to me in the form of a check , in person (not mailed), which I can then apply to my balance with my lender.

BBB Response:

I am writing in response to a complaint made by ****** *****. ****** complains that there were 2 contracts drawn up and that the first of the two were processed with the incorrect amount. The second contract was fixed and could not be submitted.

****** ***** with a note signed by Mrs. ***** came in and talked to *** ***** (Finance Director) about this issue. At that time *** offered to refund the full amount to Mrs. ***** for all additional p***ucts as well as cover the difference between the contracted price of the vehicle and the promised price. This offer would equate in dollar value to the second contract as was asked for. Mr. ***** declined this offer at that time. After speaking with *** ***** again the offer is still extended to Mr. and Mrs. *****.

I have included the letter brought by Mr. ***** to *** ***** allowing him to talk to Mr. ***** since he is not a named person on either contract.

 

Consumer Response:


I was on the phone during my husbands conversation with *** ***** and heard the discussion in its entirety. Unfortunately ****'s response to this complaint is cleverly vague and attempts to pass blame on to my husband (Good attempt at a spin). Had we been offered by *** to refund the complete difference(s) between the first and second contract and have him cancel the additional add-on p***ucts (including cancellation fees), we would have taken the deal. This is what we wanted... no reason not to accept. Unfortunately this was not the case.

That said, there are specific details to this that I will need Mac Churchill Acura to directly answer/address here on BBB before I will accept their response (these are listed in blue font color below), as these can make a difference of thousands of dollars. *** ***** offer to my husband did not address these issues and would have left thousands of dollars in Mac Churchill's favor. The main details are as follows:

1. The total difference between contract #1 (the first signed contract with the inflated amount) and contract #2 (the second signed contract with the corrected amount(s)) is a total of $7157.59. This amount includes differences in taxes, title, the finance charge, misc. fees. and add-on p***ucts.  I expect to be refunded this entire amount by Mac Churchill Acura. 

Question #1: Does Mac Churchill Acura agree to refund $7157.59 immediately and in its entirety? If no, I demand a detailed explanation in their BBB response. 
 Question #2: How will Mac Churchill Acura refund the money (i.e. Wire money to my lender or write me a check in person, etc...)? I demand a specific & detailed answer from Mac Churchill Acura here on BBB in their response

2. Due to Mac Churchill Acura's failure to cancel the vehicle service contracts from contract #1, even though I was told by Ali, **** and *** they HAD been cancelled; I was forced to cancel them myself once I found out they were still active. I was quoted a lesser refund amount by American Financial (the company who the contracts are though) because months had already passed. I have attached two documents to this response with those exact amounts listed directly from American Financial. That said, I have included the full $3700.00 in the difference between contract #1 and contract #2 above (in the $7157.59) because I refuse to accept these cancellation fees due to Mac Churchill Acura's numerous failures to cancel these contracts.

Question #3: Does Mac Churchill Acura agree to reimburse the full $3700.00 in vehicle maintenance and service contracts due to **** *******'s neglect to cancel these contracts when the second vehicle sales contract was signed in October 2014? If they do not agree, I demand a specific and detailed explanation here in a BBB response.

3. To my knowledge, I have payed out a lot more interest to my lender (since I purchased the vehicle in October of 2014) because of the higher principal of my loan, as my lender is still charging me on the original financed amount from the first and incorrect vehicle sales contract. Again, this is directly attributed to Mac Churchill Acura's failure to immediately honor and submit the second contract to my lender while incorrectly informing me that it had been for a period of approximately three months. I demand reimbursement of the difference between what I have (and am currently) paying in interest on my pertaining principal and what would have been the interest charge on the principal of the second contract, had it been submitted in October 2014 and before my first finance payment was made. 

Question #4: Does Mac Churchill Acura agree to reimburse in full the difference in interest i have payed to my lender on an unnecessarily higher principal , until this matter is resolved, due to their neglect to honor and submit the corrected second vehicle sales contract? If no, I demand a specific and detailed explanation as to why not to be included in their BBB response.


Again, I demand that Mac Churchill Acura directly address & answer the four questions listed above in a BBB response to my complaint. I will not consider this complaint to be resolved until we can come to an agreement on these issues and either myself or my lender is reimbursed in a reasonable amount of time.
Thank you,

****** *****




Business Response:

*** ***** and I have both offered to refund the difference between the 2 contracts ( this includes the differences in any taxes or fees). Additionally, He and I have both agreed to refunding the complete amount of the additional p***ucts that were sold to Mrs. *****. We will not refund the interest. All refunds will be sent ( by check) to the financial institution that the vehicle is financed through.

 

Consumer Response:

 

 

This email pertains to your offer of resolution to my Better Business Bureau complaint (Complaint ID# 10345009) against your company, Mac Churchill Acura at  3125 NE Loop 820, Fort Worth, TX 76137 regarding my purchase of a 2008 Toyota Tundra VIN# ***************** in October of 2014. 

 

According to **** ******s response to my BBB complaint, you and **** ****** have offered to refund the full difference between my 1st and 2nd sales contracts, including any differences in taxes and fees, and have agreed to refunding the full amount of additional p***ucts on the sales contracts.

 

In addition to your offer, I demand you refund the $130 documentary fee on the sales contract due to your repeated negligence in the handling of both my sales contract and maintenance/service contracts.

 

The dollar amount your offer equates to with the addition of the documentary fee is $3,954.74. This is the amount I expect to be refunded immediately to my lender, Chase Bank.

 

A breakdown of the numbers are as follows;

 

  $19,281.25 (Contract #1 Amount Financed)

- $12,123.66 (Contract #2 Amount Financed)

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  $7,157.59   (Difference between Contract #1 and Contract #2)

- $3,332.85   (Pro-rated amount that was refunded to my lender for additional p***ucts by American Financial and Automotive Services, Inc.)

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   $3,824.74   (Difference from above)

+ $130.00     (Documentary fee on sales contract)

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= $3,954.74   (Amount in which I expect to be refunded immediately)

 

I expect your prompt response to this email stating if this is the exact dollar amount ($3,954.74) you intend to refund to me promptly and in full, along with the specific date you will be transferring the funds to my lender or mailing a check to my lender.

 

 

 

 




Business Response:

The refund that we are offering is:

3000 for the MasterTech Warranty

700 for the MasterTech Maintenance

1500 for the Polysteel Paint protection

1263 for the difference in amount financed (this includes fees and taxes)

For a Total of: 6463.00 to be refunded back to the bank that holds the financing on the vehicle.

1/28/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have a used car purchased from Mc Churchill on Dec 3 2013, and they had sold me a *********** ******** for $4000. On January 12 I had a service and visited the dealership to cancel my warranty. They said they would put in the paper work and return the amount and I would get to know the outcome after 8-12 weeks. Despite repeated calls, I visited the dealership in the month of june and found to my horror that the earlier finance guy had not even put in the paper. I found out later that he was let go. The new person assured me that he would backdate the request and submit it to ******** ********* ******** to return my money. I was given a request form dated for 12/1/2013 which was signed by the dealership I waited the further 8-12 weeks when I found out that the Warranty company has calculated refund from June and not January and when they sent me the request the DOCUMENT WAS OVERWRITTEN WITH THE DATE of 12/6/2013 The acuual request form was TAMPERED and altered without my notice. This has caused me financial loss of around $700 as the warrany company said if the request has been processed as per earlier request I would have received the full amount.

Desired Settlement: I want the complete amount refunded as I have to refinance the car

BBB Response:

Mr. ********* complains that he cancelled his warranty on 1/12/2014 and the paperwork was never filed. On 6/12/2014 he inquired to the location of his refund and was told about the previous request not being fulfilled. The cancellation was performed at that time and the amount of 3349.00 was refunded to company he was financed through.

The form that Mr. ********* filled out and signed in January 2014 was not completely filled out and could not be submitted to the warranty company. However, since I have both the copy that Mr. ********* signed in January and the one from June; we will refund the remaining amount of $651.00 to his finance company immediately.

If you have any questions please contact me.

 

Consumer Response:
However, I would like to contact the business, as I have refinanced and sold the car in question and have cleared the dues with the finance company.

I have other pending transactions regarding GAP insurance with the the business and would like to know if I can receive the cheque addressed to me for the Warranty amount


1/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I came in to buy a new car, this was the 3rd car I purchased in 2 years from *** ****. I was set on a Dodge Challenger but ended up being talked into a Camaro. I like the car except since I got it the tire pressure monitor light has been on and *** **** lied to me saying it was normal. I am not a mechanic so I do not know! Then I came back wanting to get into a Challenger which I knew would be difficult but *** in finance guaranteed me he could make it happen. I have several explicit text from him during the duration of him supposedly working on getting me financed which never did happen by the way. I have texted *** several times and he would never respond. All I want is for Mac Churchill to take this care back for the price I paid since I was lied to, sexually harassed and over charged for the car that I was coaxed into with lies! I have text from *** ********* telling me to come pick up the Challenger just days after I had surgery and I made that drive in pain excited and when I get there he tells me to go home he is still working on it!!!!

Desired Settlement: I would like Mac Churchill to buy back the Camaro for the price I paid a little over a month ago. I have already sent in the information to cancel the warranty I was talked into. So the balance owed would be less then $21000, which is overly priced according to several other dealers.

BBB Response:

I am responding to a complaint made by Ms. *** about a vehicle that she purchased. Unfortunately we would not be able to refund Ms. *** her money simply because she wanted a Dodge Challenger and was sold a Camaro. However, the concern with the tire pressure light is something that I can help with. Should Ms. *** wish she can contact me directly at the dealership and I can assist her in getting this complaint addressed at her earliest possible opportunity. She can reach me at ***** *** * ****, please ask for **** ****** as there are several ****’s in our dealership structure.

As to the additional complaints, members of management have viewed the texts that were sent by both Ms. *** and the employee named. The texts were not behavior that we condone at Mac Churchill Acura, and due to their mutual nature it was determined that appropriate action be taken. 

If you have any questions please contact me.

**** ******

 

1/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a car on 8-22-2014 and included an extended warranty in the purchase. I had buyers remorse on the warrant and contacted the finance person (****** ******) on 8-25-2014 over the phone. At that point he misled me on the phone and stated that the warranty could only be cancelled following the first payment. I suspected this information wasn't correct, so went to the dealership in person and met with finance manager **** ******** on 8-26-2014. At that time he agreed to cancel the warranty and in discussing the contract with him I found that I was also charged for a Poly-Steel protection package and a key replacement warranty and an oil change maintenance package. I did not know that I had been charged money for those items. The exact words of the finance representative was "You are getting these items". He presented us with forms to sign for those; however, the price was listed as "N/A" and was never negotiated as part of the contract. I left on 8-26-2014 with a copy of the cancellation request for those items. It turned out that the cancellation form was never filed with the warranty people. It was only filed later when my wife contacted the person in accounting that handles those transactions. Since it was file in November the cancellation ended up being pro-rated instead of being a full refund. I visited the dealership a second time on 11-21-2014 and met with *** ********* and submitted the cancellation form again. This form was never submitted and processed. I went up for a third visit on 12-5-2014 and was told to contact a person an accounting about the cancellation. In talking to her, I found out that she had cancelled the warranty based on the for my wife provided to her but that I would have to talk to finance to deal with the issue of the pro-ration and the PolySteel was non-refundable. I made multiple attempts to meet with the finance director with no luck and no returned phone calls.

Desired Settlement: Refund of $363.40 for the pro-rating of the warranty and maintenance policy. Paid $2,900 and was refunded $2,536.60 Refund of $561 for the PolySteel and key replacement warranty. Total refund $924.40

BBB Response:

I reviewed Mr. and Mrs ****** complaint and they should be receiving a check for the full refund soon.

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

Complaint: I arranged to have maintenance done on a vehicle I purchased through the company. Prior to my arrival I received a call from a salesman stating that I should meet with him before the service. He assured me that he would be able to get me into a new vehicle as well as lower my payments. Considering the offer I decided to go ahead and meet with him. When I arrived and discussed my situation with the salesman as far as what I could afford and things of that nature, his entire demeanor changed when he realized I was only able to do a trade in. I had no money down and was not interested in raising my payments. This made the entire process and experience very frustrating as well as the chain of events to follow. The salesmen brought only one vehicle to show and proceeded to tell me that it was the only possible one he could work a deal with me on. I was vulnerable at this point and decided to go through with it although it was not the car promised nor what I desired. We finally came to an agreement on terms and payments and I singed the paperwork with finance. I was relieved that I would have not only a lower payment but they pushed the payment out for 45 days. One week later I received a call from the company stating that they needed me to come in to sign a missed document (i5). When I arrived the terms and agreement made was void. Finance informed me that my payments would be higher and that we needed to sign everything again. I refused. The whole purpose was for me to lower my payments. I asked for my trade in vehicle back considering the terms were broken. Two men in finance proceeded to tell me my car was already sent to auction. I tried to work with them after that asking for a better car for the payments they wanted me to make. They refused and said the one they gave me was the absolute only one on the lot they could possible sale to me. After it was apparent that I was not going to agree to the changed terms, one gentleman then said “ Our salesmen will pull your car around for you, I am sorry but I cannot sale you a vehicle”. This contradicts the fact that my car was “in auction”. I was furious. After the salesmen brought my previous vehicle around I asked where my license plates were and he claimed they were in a big stack in the back and that he would call me when he found them. I called two days later to inform the receptionist I would be in to retrieve my plates that day. The salesmen called me and claimed that my plates were “melted down already” and he would have to reissue me new plates. I waited until the following Monday to pick the plates up and they had expired registration sticker attached. I had to wait until I had the money to renew it and put the plates on. I ended up having to pay my original car note that was now passed due and all of the maintenance that was due prior to trading it in. The entire thing was in lack of better terms “Shady” to me. I felt taken advantage of and pressured. The stress was intolerable by the end.

Desired Settlement: I would feel less abused with at least the past due car payment reimbursed as well as the maintenance on the car. I have evidence of the incidents.

BBB Response:  
MESSAGE FROM BUSINESS:

*** ***** complains that when she was coming in for service to her vehicle; that a salesman contacted her to make an offer on a vehicle to lower her payment and to help her avoid a repair cost. She also says that they were not able to get a better deal for her and there was some confusion getting her car back.

*** *****, I am very sorry for your inconvenience and experience with our Finance department. Our sales department makes every effort to fit a customer with a vehicle that they are able to purchase and want. Our finance department does its best to make that pairing a reality. Sometimes, that is just not possible for various reasons. Additionally, some of the confusion can be attributed to a newer data system, but in this case it appears that the original discussions were not possible due to lack of cooperation by the funding institutions. 

I’m sorry that everything seemed odd to you. There are an enormous amounts of gears that begin to spin when we take in a trade-in from a customer. Several things need to be done to get the vehicle for re-sale; at times this too creates its own confusion unless you are experienced with the process. While this doesn't excuse the fact that you were misinformed, I can assure you it was not done intentionally. 

All in all, I understand why you had a negative experience with us. I have spoken with our General Sales Manager; and talked to him about experiences like yours the occasion that they happen. It is for these reasons that we are making changes to our Finance department and making sure that your negative experience, does not happen to anyone else. When you are in the market again for a different vehicle I would ask that you give us another chance to repair our relations with you.

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.  For your reference, details of the offer I reviewed appear below.


Regards,

***** *****

After viewing the response from the dealership I still do not feel it was in any way fair to me. Although the apology was sincere the points were irrelevant. If my trade in was not substantial, the salesman was unable to work the deal or the financial institution was unable to fulfill the request, why was I told the deal was closed and given the keys to a new vehicle? I was able to drive off the lot and not contacted by the dealership for over a week. After returning to the dealership to sort the matter out, then told my vehicle was in auction, the finance dept. did not look into any database before telling me my car was sent to auction. There would be no way it was possible if the paperwork was void.  I am very familiar with the procedures I work for **** ***** ******** ** **** ***** **. This would never happen here and I will not be back to Mac Churchill for any reason. I am still asking for at the very least compensation for the distress and also the car payment I missed on my vehicle while it was held at the dealership.

Thank you.

12/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a vehicle along with GAP insurance and a maintenance plan. I traded in the vehicle and applied for a refund of the prorated cost for the GAP insurance and maintenance plan at the end of June 2014. The form I filled out said I would have to wait 60-90 days, which I was ok with but the problem started when the 90 days came and went with no refund. I started calling to get an update on the status of my refund and all I get is forwarded from voice mailbox to voice mailbox. Yes I leave messages on every voice mailbox but for some reason I don't get a reply? When I do get a hold of someone, I only get, "Please hold while I connect you to the person who handles that!" ....another voice mailbox, with no surprise, a different box number and no response. It is a shame I have to report this but I've called several times a week since first week of October, supposedly leaving messages on managers voice mailboxes, at least that's who believe I am being transferred too, with no response. This place is the worse and I'll never recommend this place to anyone.

Desired Settlement: After waiting for about 130 days, I want my refund ASAP!

BBB Response: MESSAGE FROM BUSINESS:

*** ******* complains that he signed for a gap cancellation in June 2014 and that he has not received a refund yet.

I looked into the records that we have on *** *******. We refunded him on 12-04-13 a total of $646.42 using check number 63558. This was due to documents filled out in late November of last year. We have no other documents and would not have refunded him a second time regardless. I also see that *** ******* purchased a Dodge Charger from us on 11-10-14. If has any cancellation requests for that he should contact his finance manager to fill out paperwork accordingly.

If you have any questions please contact me.

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

12/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a 2012 Ford Fiesta from Mac Churchill Acura. **** *****, my salesman, told me that I was approved for the vehicle with a finance company. I proceed over to the finance manager's office where I sign my paperwork for the vehicle. About 40 days later, I get a call from the finance department saying that they "forgot" that I needed to sign an additional document. I drive back to the dealership that is about an hour drive for me. I get to the dealership and I am told that they will need another $3,000 dollars down in cash before they can give me my vehicle back. They had already told me that I was approved my a finance company, but then I was later told that the "deal fell through" upon returning the vehicle. I had paid $1000 down for the car but only received a refund check for $900 dollars. When I asked about the remaining $100 dollars, I was told it was for expenses for them to drive me home, even though NO ONE discussed this with me prior to taking me home.

Desired Settlement: I would like a refund of the remaining $100 dollars that is owed to me by Mac Churchill Acura

BBB Response:  
MESSAGE FROM BUSINESS:


*** *** complains that he was refunded $100.00 less than what he paid for his down payment.

I researched this with our sales and accounting department. Both state that *** *** was given $100.00 in cash so that he could get home the night he came in. This was taken out of his down payment refund and given to him in cash since he had no other way of getting home.

Combined with the $100.00 in cash that he received and the refund check of $900.00 he was refunded his full $1000.00.

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.  For your reference, details of the offer I reviewed appear below.

I was never told that this would be taken out of my down payment until THE DAY I PICKED UP  MY REFUND CHECK.  I was told the previous night that this WOULD NOT be taken out of my refund.  I would still like a refund of $100.00.


Regards,
***** ***



11/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a truck from this dealrship and was told to post date three checks for my down payment the first check was post dated for 10/17/2014. The company posted one check for $500.00 on 09/23/14 and another one for $500.00 on 10/03/14 (which was paid) which is not what we agreed upon. This error has cause bounced checks through my bank and serveral overdraft fees from my bank to be charged to me also the error caused my rent check to bounce and me to be charged late fees by my apartment leasing company. I called *** ********* several times and they continued to post the payments each check was put through my bank account twice due to being returned. I went up to the dealrship to complain and was told I had to return the truck because when the bank that financed me called me and asked if my down payment was paid no one told me I was not suppose to tell them the truth, I was told by the finance manager at the dealership that I had to return the truck because I was suppose to lie to the bank and tell them I paid my depost in full and that is was not broken into payment. The truck was taken from me I am now without a car because I sold my car once I purchased the truck and to top it all off the dealership will not give me the 500.00 payment that actually posted to my bank account for one of the down payments I had to make. I have been going back and forth with them for over a week now and everyday I go up there due to being told they have my check just to be told another lie about they could not verify the payment or the accounting people are gone home. At this point they have stolen my money and will not give it back and I need help.

Desired Settlement: I need the dealership to give me a check for the $500.00 that was paid to them along with the overdraft fees caused by them posting the payments ahead of time.

BBB Response: MESSAGE FROM BUSINESS:

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

**** ******** complains that *** ********* took several checks from her for her down payment on a vehicle. She also says that the down payment was split for her so that she could handle the total amount. 

The Finance manager that dealt directly with **** ******** is no longer with us so at this time I was not able to find the specifics of the situation. I was able to find that a refund of $500.00 was sent to **** ********. Check number ***** was sent to **** ******** on 10-14-14.

If you have any questions please contact me.

**** ****** ********** ******** *** ********* ************** 
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 | Read Complaint Details
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Additional Notes

Complaint: Purchased a vehicle from this dealership at night prior to closing. I original had a payoff amount for my trade in of 38---. I told the sales man and finance department that I would be making a payment the next day on my trade in. I was told they would over pay my payoff and I should receive a check from my finance company. That night I signed 2 contracts one with my trade and one without . A week later I receive a call saying they where unable to pay off the overpayment because it was too much and the finance company would not accept the higher amount so I needed to come sign a contact with the lower payoff amount including my payment that I had made. At that time I was told I would still receive a check for my extra payment after signing that 3rd contract with a payoff of 37---. Over 2 months have passed and I have not receive my plates, nor the extra payment I made on my trade in, nor will my 70k vehicle pass emissions inspection. They are refusing to issue this refund since it was my error for making a car "automatic" payment.

Desired Settlement: I would like a refund of the extra payment of my trade in that I was supposed to receive.

BBB Response:

This complaint is for the Mac Churchill Auto Mall which is a separate entity from Mac Churchill Acura. In this complaint Mr. ******* complains that he was told that he would be getting an additional check for his trade-in for making an extra payment. He also complains that he has not received his license plates.

Unfortunately as Mr. ******* says; the bank that was going to finance his car would not accept the original pay off of his trade in. Once the additional payment was made the deal was able to be funded and the deal proceeded as normal from there. It seems to be a misunderstanding that Mr. ******* was to receive an additional check to cover his payment; as it was inherent to the finalization of the car deal. We are sorry that Mr. ******* was under this impression. He has spoken with several members of the executive management, who tried to explain the details to him.

I was able to speak with our office manager that would be in charge of issuing the license plates. She was able to track them down and will be contacting him as to delivery of them. Her name is ****** ****** if Mr. ******* has any questions concerning his plates he can contact her at ###-###-####.

If you have any questions please contact me.

 

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 | Read Complaint Details
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Additional Notes

Complaint: Firstly, and primarily, I was promised and signed my acknowledgement for an auto-financing rate, as estimated and provided by the dealership for a substantially low and favorable rate. The rate I was promised beat the rate estimated by my bank by several percent. At this point, I was operating under the guise and of the understanding that my rate would be low, my payments would be 2/3 the cost I had expected, and that certain service treatments would be provided as often and for as long as was necessary, complimentary of course. In addition, I traded in my only vehicle for a price reduction and signed a limited Power of Attorney to enable the dealership to transfer ownership of my trade-in, to themselves. At the time, everything seems like a good deal, I met with the finance representative, singed my portion of the contract, took the car, and left having been prompted to provide a 5-star review of the business and my visit. However, within the week, I was called back in, for reasons undisclosed and was told there was an issue with my paperwork. Upon arrival, I was informed (after waiting over an hour) that the rate I was promised was not accurate. The dealership had no intention of giving me the rate I was promised. Instead, the rate was between 2x-3x the rate originally agreed upon, my would-be payment of course, increased as well. The term changed, and there was an attempt to go back up on the agreed price of the vehicle from the estimated discount from my trade in. I combatted this immediately. Eventually, after a collective 18 hours of waiting over a period of 3 days, I was able to purchase the car I wanted, for an altered price, full of empty and broken promises and service commitments, and went with my Bank's financing instead of attempting to negotiate another erroneous and bogus rate with the dealer financing. It took over 3 months for my license plates to be retrieved, I later found out that they were available and misplaced within 3 weeks of purchase. I was never faxed a replacement temporary tag, and the free maintainence and services I was promised, open-ended, were nearly denied. I, a grown man, had to throw a fit and go over department heads to hold someone accountable for promises made with no intention of keeping them. This brand of sales, service, and advertising is the most unethical, unorthodox form of salesmanship I have never seen. The ONLY thing that might save this company from litigation is that they cleverly gain their customer's consent and agreement to terms, before ever signing THEIR portion of the contracts. They never sign the first contract they print. They wait until they have your trade in, your trust, and your gullibility on the hook, then they yank the bait and switch the agreements. I will be registering several complaints pertaining to individuals, business practices, management, and the CEO if necessary, to affect change. I have never, in all my consumer interaction, been treated so poorly in all my years. I would have never purchased a car, service, or taken a free cup of coffee from this establishment had I known the veritable hell I would have been put through. On a side note, my email address was taken under the premise that it would only be used for a rating of the business. Since then, I have received solicitation emails that were unwarranted, and that I personally did not agree to have sent.

Desired Settlement: ALL OF THE FOLLOWING: 1. A formal apology from the owner. 2. Complimentary product(s) AND services (pertaining mainly to routine maintenance/treatments originally promised) 3. A written guarantee, signed by the owner and management, dated and notarized outlining the products and services to be made complimentary (to be discussed and agreed upon by myself. 4. A settlement check for time wasted, driving/fuel/maintenance expenses, inconvenience and discourtesy; the dollar amount of which to be agreed upon by myself prior to issuance (to be issued and picked up in person by myself on an agreed date) ONE OF THE FOLLOWING: 1. A change of personnel (I.e.: those involved who failed to uphold promises. 2. An ENFORCED change in policy that reflects ethical practices and sales.

Business Response: Dear *** ***** *******

Mac Churchill Acura apologizes for your negative experience.  We will investigate your claims, and will act accordingly based on our findings.  Mac Churchill Acura does provide all customers with their first free oil change and carwash so that may be the complimentary service your were promised. 

Sincerely,


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

9/8/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I gave a deposit of $500 for my car and as stated in my contract, 4 days after purchase of vehicle the car broke down and no help was given by the dealership. Then they submitted a second transaction on my account for an additional $500 and I have tried contacting the company several times to see what happened and receive my refund for the unauthorised transaction, and to get reimbursed for the mechanical issues my car had and no one will ever call me back and they always hang up on me. They also told me my mercedes-benz was a V6 and I found out it is a 4 cylinder car. Furthermore, they told me when I signed my paperwork I was financing 32000 and today when I got my paperwork from the lender it said I am financing 38000.

Desired Settlement: I would like to get my refund for the unauthorised transaction and possibly reimbursed for the repair issues. I would really like for them to fix the financed amount to what they said it was. However, I know the most likely outcome will probably just be my refund of the $500 so the thing I would like the most is just for other consumers like me to not have to go through an ordeal like I have had to endure.

Business Response:

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

I am unable to pull your deal information in my system.  Can you provide me with the VIN# to the vehicle you purchase?  Thank you...

8/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Received very poor and unprofessional service from ****** ****** in the finance department. He was very abrupt and short with me during service and made me feel very uncomfortable as a woman during the whole conversation. He stared at my breast the entire time I talked with him. When I got up to remove myself from the situation and told him I would rather speak to someone else he said "BYE" in a very demeaning manner. I then went to pick my car up from the service dept and found very poor service to my car. Even the tech that walked me to my car mentioned how bad of a job the service dept did but never offered to fix the issues. I left the dealership and had to turn around and come back within 2 miles because the service dept failed to register my radio after replacing the battery. I Called for weeks trying to speak to *** himself, never received a return call. Isent numerous emails. I called and was told no one was 'allowed' to give me his contact info. I talked to several people who said they would take care of my issue and I never heard back from anyone. I have all names and dates recorded. I regret buying my car from this dealership as well as referring a family member. This is your prime example of a crappy car dealership. Even other car dealerships speak very badly of this specific dealership. Even the salesman who sold me my car racked up the price over $8k to "Make the numbers work" and now I am stuck in this car. Worst dealership ever!!!!!!!!!!!!

Desired Settlement: Id like Mac Churchill to reach out to me and listen to my concerns. He needs to know what type of employees he has working for him and how the customers are made to feel. I will never again buy from this man and I am looking now to getting out of this car.

Business Response: *** ****** *****,

I assure you that your concerns with Mac C******** Acura have been taken into account.  While you have not been able to reach ******** himself, you have spoken to the General Manager who is the managing partner of the dealership and to the general sales manager.  Your concerns have been addressed and *** ****** ****** was formally written up after you told us about your experience with him.  We also offered to rewash your vehicle at no charge to you.  


Sincerely,



******* ******* ******* ******* 

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 | Read Complaint Details
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Additional Notes

Complaint: In February 2013 we purchased a 2007 Ford Expedition from Mac Churchill. The interest rate was not ideal, but we were told that after 9 months with no late payments we would be able to come back in and rework the deal so that we would have a lower interest rate and lower payments. We went ahead and purchased the vehicle and have not had a late payment at all. We returned to the dealership in December to have them rework the deal, and were told that it could not be done and that we could not refinance because the value of the vehicle (which only has 7,000 more miles now that at purchase) was not close to what we still owe. I am angry that we were promised a solution to the interest rate problem so that they could close the deal and now they are not holding up their end of the bargain. My husband has attempted to contact the manager of the dealership and he is not taking or returning my husband's calls.

Desired Settlement: I want their sales tactics to be changed and I would like for them to hold up their end of the deal and get me a lower interest rate and lower payments. If that means that they need to refund the difference in the current interest rate and what the interest rate should be then that is what needs to happen so that I can get my loan to reasonable amount so that I can move forward with other options. I will never purchase anything from them again, and I will ensure that everyone I know knows that they are crooked.

Business Response: Dear ***** ********,

We understand your disappointment with not being able to refinance your vehicle with Mac Churchill Acura.  This does not keep you from being able to go to other lending sources to refinance your vehicle.  Maybe your banking institution or credit union can help you with your refinance.

Sincerely,



Mac Churchill Acura

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.  For your reference, details of the offer I reviewed appear below.

It is not just a matter of the dealership not financing the vehicle. The initial sales people did not hold up their end of the deal, and more issues have come to light in our situation recently. We have already contacted our attorney and will be pursuing the matter through the attorney.

Regards,

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




4/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Standard Yo Yo finance issue with multiple Truth in Lending violations, false or misleading statements, and A sales presentation with unethical sales practices , advising voluntary surrender of existing note, approves offer of credit financing by dealer with rock bottom pricing on vehicle and favorable APR to entice buyer to execute agreement on spot, leave with the vehicle he believes to have purchased (possesses all receipts and paperwork on transaction EXCEPT the TILA required disclosures/retail installment agreement signed by buyer, but withheld by seller with intent to fraudulently rewrite terms of the agreement, or obtain kickback from third party finance institution, without knowledge of buyer. If the dealership is unable to sell the modified loan for what he considers an acceptable profit margin, they inform the buyer that financing "fell through" and somehow voided the existing executed agreement, and new terms more favorable to the dealer (significantly larger Down Payment, APR, and payments higher) would have to re-executed or the car would have to be given back placing the buyer in an unwinnable situation under threat of economic harm forcing a premium

Desired Settlement: Seller and buyer perform as agreed, as documented by "Truth in Lending Disclosure/Sales order dated 28 Dec 2013"/"buyers tag reciept" by and between ***********ler and Mac Churchill Acura RE: 2011 Honda Civic Coupe VIN:***************** , color: Black ODO: ***** Vehicle sales price: $13900.00, 12% APR @ 48Mo. Term; Monthly Payments of $365.38 to begin 11 FEB 2014 under the terms set forth by consumer verbally upon first deal, Any and all damages arising from: 1.) loss of use of said vehicle from the 7 FEB 2014 unlawful reposession through its return 2.) Any Financial Harm resulting from multiple TILA violations and hard Inquiries on my Reports submitted after execution of above document AND: 3.)Cash payment(s), equal to the DIFFERENCE between the agreed terms (12%) and the inflated APR's (19-22%) shopped to EACH third party lender for the total projected life of the loan(s)

Business Response:

Dear *** ******,

I would like to first apologize for the inconveniences you've experienced.  I would also like to have an opportunity to speak with you regarding the claims you have expressed in this complaint.  If you can please contact me my name is Tom Iwanski and my phone number is ************.

Thank You!

4/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My grandson purchased a Dodge truck 2500 on 2/26/2014 in a few days he complained of a noise from the front driver tire, they checked it out and said they fond nothing wrong my grandson took it to firestone they said the lift kit was missing 2 bolts and needed welding my grandson called *** ********* back and ask what they were going to do and there reply was I'll check with my manager 2 days later no response from them so he called talk to the sales rep whom sold him the truck my grandson ask if he could use some of the down payment to get the truck fixed they wanted all the down payment and said the problem was his, on his way back up to Mac Churchill the lift kit broke cause him to loose control and veer up an in bankment just missing a concerect wall, and this caused more damage to be done, I picked up ****** took him to the dealership they said they cant do anything and threatened him 2 times to leave their property or they were going to call the DA and send him to jail.

Desired Settlement: I want them to repair or reimburse him for the cost of repair and an apology

Business Response:

Unfortunately the used vehicle was sold as is.  Mac Churchill Acura inspects every vehicle and fixes any safety concerns with the vehicles before sold.  We sympathize with the trouble you are having with the vehicle.  We cannot make a determination that the vehicle was not damaged after delivery.  Therefore we cannot assume responsibility for the mechanical problems.

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.  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.]
I am gathering some documantation and photos and will send them with in the 10 days you have

Giving me.
Regards,

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


4/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a used vehicle at Mac Churchill Acura (**** ** **** **** **** ****** ** *****). I would like to express how displeased I am with this dealership and one of their employees. **** ******* was the sales associate who helped my wife and I from the start. His service was exceptional, very pleased with **** *******. However, once we were attended by the so-called "Finance Manager", the nightmare began. I agreed to terms with **** ******* and ****** ******, with signatures on a final sales price with tax, title and license fees included. In the Finance Office, ****** refused to honor what we had agreed on. Stating it had all been a misunderstanding, which was a huge lie. He raised the final sales price of the vehicle, did not include the down payment and had also increased the loan term by 6 months than what agreed. ****** ****** tried holding $900 dollars that we had agreed to put as a down payment. Once I stated I would not be buying the vehicle on the terms he was offering, he refused to return the money by "stating it's been dropped in a dropbox." He was very rude and careless. He walked out of the Finance Office saying he did not care if we got our money back or not. ****** ****** is one arrogant associate that has no customer service customer etiquette. And by what I've read on several sites, it is not the first time he does this. Several google reviews back my statement. I am very upset that this Dealership has this jerk as an employee. Trying to screw every customer he can get his hands on. Feel free to contact me at ************ Thank You, ********** ********

Desired Settlement: ****** ****** should receive disciplinary action within company policies. It is unacceptable for customers to be treated this way.

Business Response: *** ********** ********,

Mac Churchill Acura apologizes for the experience you had with *** ****** ******.  Upper management has had a conversation with *** ****** explaining that his behavior is unacceptable. 

Mac Churchill Acura appreciates you bringing this issue to our attention.

Sincerely,



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

4/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: It started this past Friday (1/31/14) as my wife and I were looking to purchase a 2009 Acura TL that they had on their website. My wife spoke to the salesman throughout the day and they had agreed to a price on the Acura and her trade-in. When I got home at 3pm I spoke to the salesman, and he stated this car had been routinely maintenanced and serviced at their dealership. I advised him that I would like to review all service records when we got to the dealership, he stated that would be no problem. We arrived at around 7pm to test drive the car, and the salesman only had a Carfax report. I again told him I had requested to review the service records, especially since the Carfax stated a drive shaft had been replaced/repaired in 2011. He stated that he forgot to print that information out. As hesitant as I was, I decided to go ahead and test drive the car. During the test drive we noticed a hissing sound coming from underneath the car, and it was pulling to the left. (alignment issue). When we got back to the dealership and got it under the light we noticed that there was severe damage to the molding on the driver side windows - as if someone had attempted to previously break into the vehicle. (The salesman agreed). They continued to push to sell the car today, but I said with no service documents and the red flag on the carfax that we would need to take the car overnight to test drive further and have it looked at to determine any more mechanical issues. What we discovered the next morning through the mechanic and research by a dealership is the following: - The car had 5 items replaced in 2011 and 2 items replaced in 2013. - Some of these items are: - Drive shaft replaced - Transfer case replaced - Half shaft replaced (twice) - Front strut replaced This obviously threw up more red flags. My wife still liked the car, so we decided that we would ask the dealership to do an alignment and give us a 36,000 mile Acura Care warrantee (bumper to bumper) at no charge. We arrived back at the dealership at around 2pm on Saturday. We expressed our concern again with the salesman that we discovered so many issues with the car, that were no provided to by them. The lack of transparency here was quite alarming. We told the salesman that due to the issues, we were asking for a 36,000 mile (3 year) Acura Care warrantee, and that the alignment be corrected on the car. His manager agreed to do the alignment and replace the molding on the driver side, which we were thankful for. To discuss the Acura Care warrantee, we next visit with ****** ****** to introduced herself as a manager. (Per their website, she is the internet director - remember this piece for later). We discussed our concerns and she was very quick to talk over us, dismiss our concerns and treat us as if WE had done something wrong by getting the past details of the car on our own. Again, why didn't they give this to us? I will also mention that on Saturday at 2pm, the documents from the service department were still not made available. We asked if the salesman had printed them, and again he said he had "forgotten" but that he could run over to the service desk and see if they had time to print them out. At this point, we already knew the warranty issues with the car in the past and continued to speak with him and ******. I advised ******, again my wife loves the car.. but I need the Acura Care warrantee for 3 years thrown in for free. She advised me that Acura only allows a 2 year warrantee on the car due to the mileage (~66,000) which was understandable. She stated the cost to their dealership for this was $2,500 but we would have to split the cost. Eventually, she came down to us paying $1,100 for the warrantee. At this point, I told her we had given her the reasoning for us being cautious and we couldn't continue with the deal if she didn't agree to have the dealership pay the full cost on the 2 year Acura Care warrantee. At this point, ****** cut me off and stated "That's okay, you don't need to continue talking.. I'm not in the business of losing $1,600 on a car anyways". Despite her tone, I shook her hand.. thanked her for her time, and we left the dealership. I will also mention that during this time ****** tried to get us to look at different cars on their lot. As I told her salesman, that may have been an option if they were up front with us on Friday. We would have passed on the TL and looked at their selection, but not after 2 days of headaches. Did I mention that we live 1 hour away from this dealership and had already made 2 round trips? When we arrived home, we had 2 voicemails from the dealership (still saved). The first was from the salesman saying he had some great news from his director (Is that ****** or someone else.. she introduced herself as a manager??). The next voicemail was from ****** herself saying that she would like for my wife or I to return their call. We text the salesman and said we were tired of driving back and forth, please just text us with what his director approved. He said they were going to agree to the pay for the 2 year Acura Care warrantee. WHY DIDN'T THEY DO THIS AN HOUR BEFOR WHEN WE WERE STANDING IN THE DEALERSHIP?? I spoke to my wife, and we agreed that we had wasted enough time. 4+ hours driving back and forth, and 8+ hours working with the dealership and getting the real facts of the car's history. I replied that at this point, I would throw out one more offer which was a reduction in the price of the Acura TL by $750 and an additional $500 for our trade in. (Subaru Forester 2014). The salesman responded that they could not do it, and I replied saying thank you. I followed up with a text shortly thereafter expressing my disappointment with what we had just experienced over a 2 day period with his dealership. I advised I would be posting a review on Google and other car dealership review websites, as well as emailing their GM (*** *******), Acura, the BBB, the Texas DMV, and the attorney general's office. This far into the story I can't say anything else would surprise me, but we aren't done yet. A few hours later my wife receives an email from the ****** ****** stating that the last communication is considered CONSUMER TERRORISM and that they would be sending us a letter in the email. So, now a representative (and Director mind you) of Mac Churchill Acura is stating that a consumer writing a review publicly on Google and other sites - stating only facts, is TERRORISM. It is not only my right as a consumer, but also my duty to inform others of this horrific situation I encountered at Mac Churchill Acura. I plead with anyone to do the same if you experience something similar with this dealership, or ANY retail business. The only way we'll get these tactics to stop, is if we make what they are doing visible to everyone.

Desired Settlement: I would like an apology via a letter from Mac Churchill Acura. The service that I was provided was non-transparent, unethical and unsafe. The previous issues with the car were not provided on Friday as promised, or at 2p on Saturday when we walked into the dealership. The rudeness of the internet director, ***** ******, resounds in the dozens of negative reviews available via this dealerships Google Reviews webpage. ********************************************************* Thank you

Business Response:

The customer did not make a purchase at Mac Churchill Acura.  Our sales team made every effort to accomodate the requests of the customer, but unfortunately a transaction was unable to take place.  Mac Churchill Acura apologizes for any inconveniences incurred by the customer.

4/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: February 28th 2014 my wife(*** *************) and I traded in a 2011 Acura RDX to the Mac Churchill Acura dealership in Fort Worth, TX and in turn leased a 2014 Acura MDX. The vehicle we traded in still had extended warranty and GAP insurance coverage, that we purchased from Mac Churchill Acura, that had not been completely used. Sales Manager **** **** told me and my wife the deal involved "NO MONEY DOWN" "NO CASH OUT OF POCKET" several times. We were contaced a few weeks later by Mac Churchill Acura about how our new license plates had arrived and my wife Ann went in on Thursday March 27th 2014 to pick up the plates and also inquire about getting the refund of the GAP and Extended Warranty. At that time Sales Manager **** **** explained to her that that money, $1720.00, was used as the down payment. She left in tears calling me and upset that we had been lied to about the "NO MONEY DOWN" part of our lease agreement. I called **** **** and he said to me that he had explained that to both of us and that we had both agreed to use this money for a down payment. When I challenged him by asking if he ever said the words "NO MONEY DOWN" and he said YES but he meant no money down THAT day. I gathered the paperwork on the lease and I 100% agree that the paperwork we signed does in fact state that under the "FEDERAL CONSUMER LEASING ACT DISCLOSURES" in "Block 1 AMOUNT DUE AT LEASE SIGNING OR DELIVERY" $ 1720.00. So having said that I don't think this is legal or lawful to tell me that the lease agreement is a "NO MONEY DOWN" agreement and then have the paperwork not reflect what was agreed upon verbally. Furthermore there was no transaction of money($1720.00) that day at the time of lease as I am sure it took at least a week for that money to come in. I called **** **** again to further inquire about this he was very verbally abusive with me telling me how he "could not care less about how we did not pay attention to the lease we signed and that if I continued to call him about it he would take the phone to the bathroom" THOSE WERE HIS EXACT WORDS THAT HE WOULD TAKE THE PHONE TO THE BATHROOM! YES my wife and I signed the lease BUT we were lied to. I don't expect to be lied to and have money stolen from me from a dealership I have purchased 4 cars from over the past 10 years! I certainly do not expect a sales manager to tell me the he is going to "TAKE THE PHONE TO THE BATHROOM WITH HIM WHILE HE IS TALKING TO ME"! I would like Mac Churchill Acura to refund me the $1720.00 that I was never told I was giving to them as I was offered a no money down lease and agreed to a no money down lease. Or I would like to return the vehicle to Mac Churchill Acura and walk away from the Lease entirley. I also think the **** **** owes me and my wife an appology for lieing to us on the lease contract and for being rude to me on the phone.

Desired Settlement: I would like a full refund of $1720.00 or to be able to walk away from the lease and return the vehicle. I would also like an appology from **** **** for lieing to me and my wife about the lease being "NO MONEY DOWN" and for telling me he was going to take the phone to the bathroom if I continued to call in about this issue.

Business Response: We have contacted the custmer, and are refunding the $1720.  We also apologized for the misunderstanding.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

I further consider the matter completely resolved and appreciate the dealerships willingness to keep me as future customer. 

Regards,


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

4/2/2014 Advertising/Sales Issues | Complaint Details Unavailable
3/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They told me that the used vehicle I bought was in good condition and there were no issues with it. I check it out and it seem fine but a week or two after I drove it around I heard noise from the engine and I checked all my fluids and found that the oil was really low so I did and oil change myself and checked the oil again a few days to a week later and again it was low so I checked for external leaks and didn't find any. Be a student from UTI I realize it was and internal and contact the dealers to get it resolve but they wouldn't work with me at all after charging 18000 for the piece of crap they sold me on this date 02/27/14 it's only been about three week since I got it home. I purchased it on 2/08/14.

Desired Settlement: I just want it fix I shouldn't have to dish out for repairs when I just bought it from a dealership but if I bought it from an individual I would understand but from a dealership and paying 18000 this is unacceptable.

Business Response: Mac Churchill Acua sells all used vehicles as is with not warranties.  Unfortunately Mr. Tuan purchased a 2009 vehicle with more than 100K miles on it.  A vehicle with this many miles can have mechanical breakdowns due to the age and miles.

3/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On February 3, 2014 I drove off of the Mac Churchill lot with a 2011 Chevy Malibu that I was told I purchased. Upon leaving I had a flat tire that very next day, I paid $15.00 to have the tire fixed. I then realized that all of the tires were bad so I bought four new tires from ******* on February 17, 2014 for $426.00. February 19, 2014 I had the car inspected by ****** ****** ********** to make sure that the car was in good running condition and did not need any maintenance. This cost me $33.00 total. Lastly, I took my amp, wires, and speakers to ********* ******* ** ************ ***** and had them install my stereo system. It cost me $135.31 in laboring fees to have this done. On March 1, 2014 my sales rep called me and asked me to bring the car back in, as they could not find a lender. I went and had my stereo wiring removed from the car on March 1, 2014, at which I was charged $32.48. I turned the car into the dealership on March 1, 2014 at 7:30 p.m. I was made aware that I would not be receiving any of the money back that I had put into the car, except for my tires; because the dealership said it was "tangible".

Desired Settlement: I would like to receive all monies back that I put into this car. I signed papers saying that this car now belonged to me. This is why I can not understand how the word tangible could be used fairly by the dealership. My money was tangible to me when I was investing it into my car. I have all receipts and any evidence that may be further needed. I did receive a check in the amount of $426.00 to reimburse me for the four tires that I had put on the car. I would now like to receive a check for the rest of my expenditures in the amount of $215.79.

Business Response:

If *** ***** presents receipts for the installation and removal of the stereo we will reimburse him in the amount of $167.79.  *** ***** may contact ******** ********* ** *************************** for further assistance with this matter.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me; assuming they follow through with what is stated.

Regards,


****** *****

3/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I went to Mac Churchill Acura to look at a 2007 Jeep Wrangler that was advertised for $16500 and was directed to a salesman who showed me a 2011 Dodge Ram and would not let me look at the desired vehicle. While test driving the truck the salesman was explaining all of the features to me including the in dash Bluetooth, I had the Bluetooth in the vehicle I was planning to trade in and thought it was a great feature. The salesman brought me inside after the test drive and explained to me that he doesn't want to sell me a truck I'm not happy with and that if I do purchase the truck, if I decide its not for me, I have 30 days to bring it back. This truck Had the two things I wanted, 4wd and Bluetooth so I decided to continue talking about the truck and began to talk about the payments rather than continue looking for another vehicle. After four hours of debating the monthly payments and being told there is no way to get the payments where I wanted them until they finally agreed to my terms and I continued to purchase the truck. A few days after I purchased it, I had the time to sit and try and figure the Bluetooth out, after pressing both buttons on the dash for the feature I can't get it to do anything but display "Not equipped with UConnect Phone"so I did further research online and that error message means it is not installed in the vehicle and the part sells for around $300 online. I decided to call the dealership and talk to them about this mixup and the salesman who sold me the vehicle told me he thought the Bluetooth was ready to use when he sold me the truck and tried to explain that the truck has Bluetooth, its just not installed. He then told me it is a $40 device but I have to take my truck to a Dodge dealership to have it put in and he does not know how much installation would be. I asked if they are covering the charges for the installation and he told me no, if I want it, I have to pay for it. I explained to him that if I have to go to a Dodge dealership anyway, I should just bring back the one that was misrepresented and do my business elsewhere. He simply told me that I cannot do that and that the Bluetooth device isn't that expensive so I should just pay for it. Two days afterwards I am woken up with a phone call and didn't recognize the phone number so I didn't answer it. A moment later I received a phone call from the same number so I picked it up and it was "****" from Mac Churchill Acura, just calling me to show somebody how funny my voicemail was and to see if I was looking for a new vehicle. I told him the situation that happened and he said he was going to look into it. I haven't heard anything else from any of the employees there, it seems they feel fine misrepresenting expensive vehicles and suckering people into buying them and finishing by basically telling them, "I messed up, thought that function worked but guess not, you'll have to pay for it if you want it"

Desired Settlement: I would like one of three things, them to find me another 4wd truck that has the Bluetooth function already installed, install the Bluetooth device and make the car function like the car I believed to be purchasing, or simply give me my car back and let me do business with a dealership that wont lie about the features in a vehicle and stick the customer with the car later on after you misrepresented the product you were selling.

Business Response:

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

*** ********** complains that he purchased a vehicle from Mac Churchill Acura pre-owned that was supposed to have Bluetooth capabilities. He states that his salesman promised him that this feature was available and operational. He would like this device installed or a similar vehicle with this capability already installed.

Unfortunately, the salesman that *** ********** spoke with is no longer with the company so I was unable to interview him. No other person involved with the purchase of this vehicle recalls that the Bluetooth capability was a requirement. Upon further research the Bluetooth function of this vehicle is an added feature/ accessory and is not included standard on this vehicle. Having not examined the vehicle; we are not aware of the needed repairs or items currently required to provide the functionality *** ***********

I researched the deal and did not find an instance where the Bluetooth was mentioned as a requirement or even that the Bluetooth functionality was required. Unfortunately, without any documentation I cannot verify that *** ********** was promised anything. The vehicle was purchased AS-IS and that did not include any additional equipment or repairs needed for the additional functionality of the Bluetooth.

I have included a copy of the AS-IS forms and the Buyer’s order.

If you have any questions please contact me.

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

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 | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a vehicle from said business. My experience overall was sub-standard. Vehicle wasn't delivered when promised. But the main complaint that I have is when I went to the dealership I had my own financing already in place. I specifically asked the dealership not to contact any other financial institutions for financing, because I didn't want my credit ran by any other institutions so my credit score would not be lowered in the process. I am now receiving letters from financial institutions that Mac Churchill contacted after I had asked them not to. I will say one more time that I specifically asked the sales person, and the financing department not to do this, and they went ahead and did what I was specifically asked not to do. I called and talked to the dealership and asked them why they did what I had asked them not to do, and their reply, "we were trying to get you a better interest rate". I know that they receive "kickbacks" from financial institutions with whom they procure financing thru. This was their reason.

Desired Settlement: I want a letter from this company apologizing for their unethical behavior and practices. I want the person who is in charge of that entire dealership to know what their employees are doing.

Business Response:

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

*** ***** complains that Mac Churchill Acura ran his credit through several institutions despite having his own financing in place. He would like an apology and the Executive management to be aware of this issue.

I have contacted our Finance Director concerning this issue.

We are sorry for the issue that *** ***** is experiencing. There may also be some confusion when he contacted Mac Churchill Acura after finding the issue. For a complete explanation of any finance process should be processed though our Finance Management.

All deals that are processed when the vehicle is purchased and the customer has their own financing are placed aside waiting for the documentation from the financial institution that the customer is getting financed through. Should this paperwork not be received in a timely manner our finance team will source financing from other sources. Mac Churchill Acura would not contact any financial institution unless absolutely necessary.

The state of Texas will also contact financial institutions on behalf of the customer; *** ***** may have experienced this process as well.

We are sorry for any inconvenience that *** ***** has experienced.

If you have any questions please contact me.

Mac Churchill Acura

11/27/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: The Mac Churchill Acura auto dealership sold me a car that could not make it home from the dealership, it had a failed power steering pump. The trip home from ft worth to Fairview was very perilous and I called the salesperson on the way home to tell him that the steering wheel would not turn correctly, and would only turn when I punched the accelerator. Luckily I did not have a wreck, I notified the dealership immediately that there was a problem. Interestingly enough, they did not seem suprised a the problem,and I am guessing they lubricated the pump prior to my short test drive to mask the problem. They told me that they could not service the problem because it was a Mercedes and not an Acura. I had the car repaired at Mercedes of Plano who stated the problem was easily diagnosed when I took it in, the same day I purchased the car. Mac Churchill does not accept any responsibility for anything they sell you the minute you drive it off the lot, they are out of it. So BUYER BEWARE! Do not buy a car from this dealership or you could be stuck with a huge bill of $1200.on day one of car ownership.

Desired Settlement: I have provided the proof of repairs and receipts to the dealership and I would like to get reimbursed for the $1200. repairs that made the car undriveable on day one.

Business Response:

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

*** **** complains that she bought a car from *** ********* Acura AS-IS and that an issue with her power steering pump occurred as she drove home with the vehicle.

*** **** spoke with *** ********* himself to resolve this issue. As of this letter her desired outcome has been fulfilled. *** reimbursed *** **** for the repairs needed for her vehicle.

If you have any questions please contact me.

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

 

11/23/2013 Advertising/Sales Issues | Complaint Details Unavailable
11/10/2013 Problems with Product/Service
11/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a vehicle form this dealership on 6-22-13 and was promised car mats and the 2nd key fob for my vehicle. I made 2 visits trying to get my items that were promised to me and was not given the items. The salesman's name who promised me these items was ******** ***** **** (**** ****). During the 2 visits after the purchase of the used vehicle, **** told my wife that he would advise us to a Volkswagen dealership to get the car mats, but that he did not have them to give to us. This was the first violation/lie on a purchase agreement. He then said that he still did not have the 2nd key fob, but that he would get it and mail it to us. This vehicle was his personal vehicle prior to him trading it in to the dealership that he works for, so we were told that he had the key fob at home, and that he would get it and mail it to us. After several weeks of not receiving the key fob or a phone call, my wife and I began calling **** trying to get an answer. I have been promised "call backs at the end of the day," and "updates" after every call initialed by my wife or myself. We have never once received a call from *** ****, nor has he ever called back with an "update at the end of the day." On August 14, I started to research this dealership to find out who was in charge and see how I could get help with my situation. I found the name ******* ******* via internet email reviews on the company and decided to email him directly to help address this issue. I emailed him that day (August 14, 2013) at 2:14 p.m. and wrote him a multiple paragraph email stating in depth exactly what I was going through with his salesman and another salesman whom I got to talk to on the same subject. I did not receive a response from *** *******, and that is why I have taken this course of action.

Desired Settlement: I would like for this car dealership to take ownership for their promises to their buying customers and fulfill their end of the agreements. It is a simple solution. They can get *** **** to find the key fob and make it his top priority, or they can spend the money to have one made for me and send it to me. Afterall, I am not asking for anything that was not promised prior to purchasing my vehicle. I'm not as worried about the car mats, which were also promised to me, but would definitely like for them to show top notch customer service and also send these. It would definitely save any sort of positive recognition I may have on this business. (PLEASE SEND ME MY PROMISED KEY FOB)! Purchase Date: 6-22-13 Salesman: ******** ***** **** (**** ****) Vehicle: 2011 White Volkswagen Jetta VIN: ***************** Stock#: ******* Buyer: **** ** ****** ********

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

*** ****** complains that he purchased a vehicle from Mac Churchill Acura on June 22nd and was promised 2 floor mats and an additional key fob from his salesman **** ****.

Unfortunately, *** **** has not been with the company for several months. I spoke with his manager and he did not remember that this had ever been promised. All additional items that are promised to a customer are written into their car deals and money for these items are set aside. There were no additional items indicated on *** ******’s deal.

Unless, *** ****** has something in writing indicating that this promise was made I have no other way of verifying his claim. In the future I would encourage that *** ****** get all promises like this in writing. Should *** ****** wish to speak with *** ****’s manager he can contact **** ***** (Used Car Director) at ***** ********.

11/2/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We contacted the dealership on 9/7/13 at approx 11:00 am. We asked if they still had on the lot a specific car, a 2007 Dodge Caliber. The person said yes. They proceeded to answer questions related to the car. The contact person requested that we set an appointment to view the vehicle. We agreed and she stated the next available appointment was at 1p. and gave us a confirmation number to meet with the sales manager of the pre-owned cars department. We arrive at the dealership and are met by a young man, whom directed us to park all while smacking his gum very unprofessionally. We go inside and give him the confirmation number for our appointment and several minutes later another man introducing himself as a manager named ****** and comes out with a young woman introduced as his assistant ******. He turned us over to her and we never heard from him again. She then begins to question us about why we were here and what were we interested in. We explained we had an appointment for a specific car and we were confused as to why she didn't already have this information. She leaves and about 15 mins later comes back to tell us the car had been sold. We stated to her how can that be when we were told it was being held for us to see it. She asked if we were interested in anything else and we said no. She asked for 5 more min to find out if maybe she had missed it. About 15 mins later another man, short,Hispanic, short, 30's, short hair, did not give us his name, comes out and asks us what the problem is in a very rude manner. We stated the issue and he said he would show us something else. My wife stated to him, that she did not feel they had been very honorable in their intentions because we should have been told over the phone it had sold or told it would not be held, which we were not. She tried to explain that the dealership scheduled the time for us to see the car, we did not. He then gets very rude with my wife in front of all their customers and said,"This is not a museum, you ask about a car and someone comes in a minute later to buy it, I am selling it! You are ridiculous if you think we are not going to sell a car just because you want to come see it. That is what we do here, sell cars." She then said to him that they were not ethical and we would not do business with them. Again he says at the top of his lungs "Hey lady, this is not a museum". The man's appearance and behavior looked as though he may have been under the influence of something. His blood shot eyes and unprofessional behavior made us want to leave quickly and we did. This company misled us over the phone to get us in to try and make a sale instead of being honest when we called. The staff did not care and actually made us feel like we were a problem, we were stupid, and we were at fault. We have bought many cars and will be buying others. We will never use or recommend this dealership and we advise that other potential customers be aware that they use very unethical sales tactics to lure you to their dealership. Also, how can anyone want to do business with a company that states you have an appointment with the manager and then you are passed around as though you didn't matter. In addition, no one should ever talk to a customer in the tone in which this man spoke to my wife. It was shocking and upset her greatly the rest of the day. She now is weary of doing business with any car dealership again. Lastly, while we were there, the receptionist used the restroom facilities and came back to her desk without washing her hands. Our daughter was in the ladies room when it occurred and it bothered her greatly. The receptionists greets and shakes peoples hands, handles paperwork, and takes phones calls. Her improper hygiene is inexcusable. It appeared that the staff at this location had no desire to be there by their appearances and attitudes. It also appeared as though they have no concern with integrity, business ethics, or customer service.

Desired Settlement: The corporate management needs to be made aware of what is happening in their dealership and how these individuals are reflecting Mac Churchill Auto Group as a whole. These people should be disciplined and an apology should be extended to us for misleading us over the phone, wasting our time, and for the complete discourteous behavior we received from the gentleman smacking his gum while speaking, to the manager ****** that blew us off, and especially the last "manager" who talked down to my wife and mocked her in front of all the people in the showroom.

Business Response: I am writing this letter in response to complaint *******
*** ****** *** complains that the vehicle that he and his wife came was sold once they had arrived, despite setting an appointment. Additionally, when he arrived he was
treated very rudely and his wife was yelled at and mocked. He also complains that hygiene, appearance, and general attitude was unprofessional.

*** ****** *** is completely correct all of the things that he described were very unprofessional and are not a model of Mac Churchill Acura. I have given this letter to several members of management and informed the receptionist that they need to be aware of their hygiene.

Additionally, I want to extend my apologies to *** ****** *** on behalf of the management team of Mac Churchill Acura. I hope that there would be something that we could do to renew him and his wife’s faith in us and or dealerships in general. Should he wish to purchase any car from our dealership again I would encourage him to
contact our Internet Sales Manager ****** ****** directly at ***** ******** or through the switchboard ***** ********.

11/2/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Good Afternoon, I send my car for service on Monday 8/19 ***** it’s actually the person that I been working with. I’m not happy for the service and the explanation that I been getting. According to ***** the reason why my car repair won’t be cover it’s because a rat bit on it. At the beginning of my call on Tuesday she told me she could take no pictures of the parts that are damage so I told her not to touch my car until I get off from work and go over there, minutes later she text me a picture of the picture of the battery cover that looks like it that beat. I advise her to continue with the diagnose. Hours later she calls me and gives me an estimate of the repair she told me on it was cause by bits of rats, she asked me if I was going to take it with my insurance I told her that they told me that it wasn’t cover. On the phone she mentions that they always take pictures just in case the customer decides to take it to the insurance. Thursday comes and the insurance told me that they do want pictures, I called ***** at 4:36pm to let her know that I need pictures but she wasn’t there she was off. Friday morning she leaves me a message telling me that the car its ready and that I can pick it up. I call her and told her that I tried calling her Thursday that I need pictures because my insurance needs it she advise me that she will need to talk to her tech and see if they took anything. I receive a call at 2:30 telling me that they didn’t have any because I said that I wasn’t going to take it to the insurance. My point in all this is by the picture that ***** sends me that it’s the battery how did the rat get in when the ACURAs car has a cover on the top of the motors and everything. I just Lease this car 8 months ago and I have to say this is the first and last time I will get a car from ACURA. ACURA doesn’t help the customer like they say they will. My lease it’s up in 3 years and I will return it and will never buy anything.

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

*** **** complains that her Service Advisor ***** did not take pictures of damage caused by rats to her battery cables.

After speaking with ***** and reading the letter there was an obvious miscommunication between her and *** ****. ***** had called *** **** to get authorization for repairs explaining that the damage was caused by rats. As according to **** ****’s letter she indicated that her insurance company would not cover the repair. ***** was given authorization to proceed with the repair. Since no additional need for documentation was requested ***** did not provide any. The repair was done and the vehicle was set to be delivered.

*** **** was then able to let ***** know that the insurance company would be coving the repair. Having not previously needed documentation ***** had not made any additional records of the damage. However, ***** was able to get in contact with *** ****’s insurance company and through the original pictures the insurance company covered **** ****’s entire claim minus the deductible.

When **** **** was last in contact with *****, she was content.

9/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 2004 Dodge Caravan from Mac Churchill Acura on 23 24 May 2013. The sales experience was OK except for the pressure to buy cars clearly outside the price range I stated. After reviewing what was on the lot I picked the vehicle and started the paperwork. During the course of the transaction I was presented with a as-is document, but was not informed of any issues with the vehicle. I had driven the vehicle and did have a loose spark plug adjusted at the the dealer. The day after I drove the car home, 25 May 2013, I had to take the vehicle to a local Just Brakes in Mansfield. The car would not have made it back to North Fort Worth. It started making a grinding noise when braking and I needed the car for work Monday. The two front brakes were totally shot, pads disintegrated, disks destroyed, and the calipers shot. It cost $712.10 to repair. I stopped at Mac Churchill the next week to discuss the situation, speaking with a *** *******, the Sales Manager. I was informed I had no recourse since I signed an as-is document. I was also told their mechanics had inspected the vehicle and were aware of the brakes. I was never told about this issue, which could have put me and my family at risk. *** ******* told me he could do nothing since his job depended on turning a profit. On 6 July 2013, the vehicle check engine light came on. I took it to a Mansfield Firestone who patched the cracked vacuum hose for no charge. They did however also get a misfire code which on investigation turned out to be bad spark plugs. All 6 were not to manufacturers specifications and were badly carbonized. I spend an additional $503.58 repairing this, which included the spark plug that was loose when I purchased the vehicle. I saw no reason to contact Mac Churchill as I have already had the economics of car sales explained to me by *** *******. If their garage did indeed examine the vehicle than they are either incompetent mechanics or the sales people deliberately chose not to inform me of the issues this vehicle had. At the very least one would assume professional automotive mechanics could identify ruined brakes and an incorrect spark plug. Since they did tighten the plug, I know they had contact with these fairly critical components. I feel Mac Churchill sales force misrepresented the vehicle when they sold it to me. I also feel they deliberately chose to maintain a high sales quota and profit margin instead of making an effort to do what is right by a customer.

Desired Settlement: I would like an explanation from Mac Churchill on how this situation can happen and how it can be considered acceptable business practices.

Business Response:

 

*** ***** complains that after the purchase of his 2004 Dodge Caravan he started having issue with the vehicle. Upon returning to the dealership he spoke with ******* ****** who informed him that because the vehicle was sold AS-IS that *** ***** was responsible for the repairs of the vehicle.

Unfortunately, *** ****** is correct since the car was purchased AS-IS any damage or repairs made after the time of sale are the customer’s responsibility. The vehicle was test driven and no issue was found; and *** ***** was even able to drive the vehicle home safely. We would then not be responsible for any repairs that outside venders made.

 

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.  For your reference, details of the offer I reviewed appear below.

My complaint was regarding thew dealer knowingly selling me a dangerously defective vehicle under the sheild of an "as is" waiver. I understand the waiver, I accepted the waiver, I have accepted the costs I have incurred. I do not accept their statement that they inspected the vehiclke and found it sound since the brakes were disintegrating as I drove home - no competant mechanical inspection should miss that. I am not a competant mechanic so I did not discover this issue myself during the purchasing process. As I stated in my complaint they either did not inspect but claimed they did, or they inspected and sold it to me anyway without adequate disclosure. Neither scenarios strike me as ethical.

Regards,

 

Bill Burks

 

 


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23 Customer Reviews on MAC CHURCHILL AUTO GROUP INC
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