ComplaintsforFamily Motors Acura

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my MDX 2016 in to the family motors of Acura dealership on March 29 2024 for a recall. They had it for over a week I ask on April 5th to have it ready for pick up for that next Monday. After picking it up the engine cover wasnt on, or the battery covers there were scenes all on my floor board. Then I realized there was paint chips all under the hood, all over my windshield and a big spot on top of the roof of my car where it looks like some chemical was spilled on it and just ate the paint off. I reached out to the dealership and even sent pictures to the service center guy and he claim there not responsible for that and I never gave them a notice I was picking my vehicle up so even though Ive been dealing with the same person the whole time and did in-fact ask him to have it ready after telling him I couldnt afford the $5000 worth of work he wanted to do, he is now denying he had any notice it was getting picked up and thats why it didnt have things put back on it and its the paints fault basically that that had happened even though it happened while under the dealerships care. Id like them to come up with some type of resolution. Im so disappointed! This is my only vehicle, Im a single parent and at a lost on what to do.

  

  Business response

  04/10/2024

  We are not responsible for the paint defect on the vehicle. As we tried explaining this is something that several other similar vehicles have experienced as well. Acura sent out a warranty extension for this issue for certain 2014-2016 MDX. 

  We are willing to work with the customer on the pricing with the mechanical issues. There are several diagnostic codes that were retrieved and the vehicle is in need of multiple repairs. 

  Customer response

  04/10/2024

   I am rejecting this response because: I cant file the extended warranty on the vehicle only they can.  Its not ok the fact that it happened under their care and all of the sudden all that paints missing and at no time did they call me and inform me that this was happening and that they need to file and extended warranty on it. I had to call once I already got my car home and realized all the paint chips under my hood and all over the windshield. 
  
  
  

  

  Business response

  04/11/2024

  We would never ask a customer to file for their own factory warranty. We were merely informing the customer this is a common issue with similar-like vehicles and it most definitely did not happen because of anything our dealership did. The extended warranty on the vehicle has expired we informed the customer they are able to contact ********************** corporate to see if they would make an exception for this vehicle.  

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2017 vw passat with 74k miles on it. Within 2 months the transmission went out and they put another transmission in that was ordered from vw with only 12k miles on it. 1 month after the repair I noticed it was shifting badly. I took it in to have the brakes done and told them the issues it was having. They claimed they inspected it and said every thing was normal. In short I took in 4 times and each time told them I think it's going out and each time they said they inspected it and it was fine. Today I was going to work and it started randomly shifting through the gears and wouldn't excellerate which is what it did the day it 1st went out. Last time I took it 2 months ago for a other brake service they told me they noticed an issue with it but the warranty was expired. When I asked what they could do for me since I reported it numerous times and they inspected and said it was fine the service adviser said ya we can order you a new one and put it in costing me over 5k. I feel they blew me off knowing it was going to go bad. For that matter I've had this car for a little over a year and I've had to spend over 10k in unusual repairs and now I'm supposed to spend another 5k on a transmission which makes 2 in a year. Either someone didn't install it right or when they claimed they order a certified transmission from vw with only 11k miles on it they lied. I feel spending over 15k on repairs for a vehicle worth only 18k is unusual and a rip off. I've owned 4 other vw vehicles and never had to do this much repairs ever. And considering I reported the problem with the transmission immediately and they did nothing they should take care of the issue without cost to me.

  

  Business response

  12/06/2022

  Customer purchased vehicle 04/22/2021.

  07/26/2021 first service visit-complimentary oil change. 

  08/13/2021 customer came in requesting a transmission service. Transmission service done.

  08/23/2021 customer came in stating the vehicle would not shift into gear. Replaced transmission.

  02/05/2022 customer came in requesting rear brakes and an oil change. Brakes replaced. Oil change done. 

  06/06/2022 customer came in stating the vehicle stalled and EPC light is on. Replaced fuel module and fuel pump module relay. 

  10/14/2022 customer came in requesting an oil change and also mentioned the transmission was shifting hard. Diagnosed internal problem with transmission.

  Previously replaced transmission came with 12 month/12k miles parts and labor warranty. Customer is out by time and mileage. There isn't any mention of any transmission concerns besides the time we replaced it and the time the customer came in on 10/14/2022.  This is the entire customer service history we've had with this vehicle. We are willing to cooperate with the customer with a percentage. 

  
  

  Customer response

  12/07/2022

   I am rejecting this response because:
  
  I recieved the response family motors provided to you. And frankly I disagree with it entirely. I mentioned the issues with transmission within 1 month of them doing the work. I don't care if their workers failed to document the complaint or take it seriously. I've now been without my vehicle for almost a month and I have an appointment to have it taken care of with the Volkswagen dealership because I just can't wait anymore. And their message of a percentage doesn't even begin to explain what that even means for me.  So now if they want to resolve this issue they need to pay for whatever service the Volkswagen dealership deems necessary. Thanks for your help in this matter.
  

  

  Business response

  12/07/2022

  Transmission replacement was completed September 3rd, 2021.  The next time the customer was here was February 05,2022 five months later.  There is a signed repair order acknowledging the work that was performed.  There was no mention of any transmission issue. 

  Customer has the right to take the vehicle to the repair  shop of their choice. We are willing to cooperate with 25% of total invoice for the transmission concern. 

• Initial Complaint

  03/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have many issues going on on my new 22 MDX 7k miles on it , the car is acting crazy no keyless entry working, remote is not working, I called many dealers after they checked it they said we have to keep the car for few days because there's water leaking on the driver side, it was a shocking for me that a brand new car having that, I called the worst company ever Acura and i told them i need a replacement or buy back I'm not agree to fix a brand new car and go through this hassle for years, they was very aggressive and not professional or fair and the case manager hange up on me (*******) she refused to let me speake to her manager or supervisor, she said just have to leave the car at the dealer for few days without loaner or reimbursement!! Is it fair ?! And she started to give reasons for the problem which is not true, now I need help to get it done.The worst after sale service ever It was one of my big mistakes that happened to my life to buy Acura !

  

  Business response

  03/14/2022

  I do not show any history of this vehicle at Family Motors Acura, tried phone number and first and last name.  I will need more information to help.

  
  

  

  Business response

  03/14/2022

  I spoke with Fady, and he stated he thought he was making a complaint to Acura Honda Corporate. He is unsure as to how his complaint was linked to Family Motors. Stated that he would remove this complaint. 

  
  

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

  Customer response

  03/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 168***70, and find that this resolution is satisfactory to me.

  
  

  Accept my apologies,  This Complaint against the corporate.

  Thanks, 

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought an Acura in 2019. When I bought it I bought the extended warranty which covered everything including computer issues. My car battery went out and stranded me in a bad location in the evening. I had to change the battery there, my car had 17800 miles. Once the new battery was in, my car ran fine. The computer system would not reset itself. I waited three days then took it to family motors Acura. They fixed the computer. They charged me 150.00 to do this. The car is completely covered under warranty. The service manager told me because I did not tow my car to Family Motors and have them change my battery I was being charged an extra 150.00. I explained that it was late the windows were down and I did not have a choice. I informed them I paid for the computer warranty as well as an extended warranty, they did not care and still charged me 150.00. They would not give me my key until I paid it. I called Acura dealerships around the state. They all stated this was ridiculous. I do not need to have Family Motors only change a battery. They computer reset should have been covered under warranty. Not one of the dealerships said I would be charged for this.

  

  Business response

  12/01/2021

  Hello,

  
  

  Customer came in with a power steering and vehicle stability assist light on. After she advised me that her husband changed the battery out with one purchased at Pep Boys. I advise her that the lights on are more than likely related to the battery change, and that it is not covered under factory warranty due to the fact that it is not the original battery.  I then advised her of our $150 diagnostic fee to inspect and re-set DTC to factory specifications. She signed and understood the diagnostic fee at the time of drop off. I also advised her that she has roadside assistance and warranty on her vehicle that would have towed her vehicle in at no cost to her as well as the battery change out. When I phoned customer to inform her of our findings and that her car was ready with a balance of $150 her husband took on the phone call and began to get irate and inform me that his wife did not know about the fee. I ended the call with they would have to pay the fee, she authorized the diag-repair fee, and that I did in fact do my due diligence by reaching out to my factory rep to see if we could cover the diagnostic fee, and it was denied because the customer did not give us the opportunity to take care of the original factory battery concern. This issue was caused by outside influence and is not covered under factory warranty. 

  
  

  ****** ****** 

  Family Motors Acura 

  Service and Parts Director 

  *********@*****.com

  ###-###-####

  Customer response

  12/02/2021

   I am rejecting this response because:
  The service manager had worked there a week.  She had no idea what she was doing.   Her response is still inappropriate. I bought a 100,000 mile warranty on everything with the vehicle. The idea that only Acura can change my battery is ludicrous.  She wanted me to stay stranded with in the middle of nowhere. No one would have it towed through roadside assistance and leave a car open at their dealership after hours, when it would be left on their lot open over night. This is my only vehicle The argument is valid. Every Dealership in California agreed that you can have your battery changed anywhere. It is not required to be brought back to Acura for a battery change.  The warranty still holds up. I truly hope that family motors has recorded phone lines like most businesses. Please pull the recording to show my husband was not irate and the family motors manager was sarcastic and uneducated regarding her job. The have stolen my money when I’ve already paid for full coverage. 
  
  

  

  Business response

  12/07/2021

  We stand by our decision. 

  In regard to Mrs. ******* claims to my knowledge of said issue my time at the dealership does not play a factor in the decision made, I have worked in the automotive industry for over 23 years.  Also, both Mr. & Mrs., ***** walked through out our showroom floor and advised every customer to leave, and not buy here nor service here. Again, we reached out to our Acura representative, and he agreed with our decision to charge customer for re-setting DTC's after a Pep Boys battery was installed. I advise the ******* to contact Acura Customer Care directly at ###-###-#### calling every dealer in in California will not settle this. As this pertains to guidelines provided by Acura. Lastly, our dealership is open until 8:00 PM for service, and I do believe had given the opportunity we could've had the ******* repairs done in the same day. This issue is not covered by factory warranty. 

  
  

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

  Family Motors Acura 

  Service and Parts Director

  
  

  Customer response

  12/10/2021

   I am rejecting this response because:
  
  Once again she is incorrect on her documentation and honesty. She is the one that embarrassed us in her showroom. If you could pull her phone record you will see my husband was respectful. She was argumentative.  My car needed a battery after 8. There is no place I can think of that tells you if you don’t change your battery at their dealership they cross out your computer warranty and to reset the computer. The Acura corporation office was wonderful to us and was appalled by this service. Please check all the new complaints on their service department in the last six months with the BBB. this explains their service. 

  ******* ****

• Initial Complaint

  09/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 2nd 2021 I traded my vehicle in for a 2019 acura TLX A-Spec model. As I was driving home (about 30 mins in) the car would rattle and make a metal grinding noise. I got a free brake inspection in town (different business), and they stated all roters needed to be resurfaced/replaced and brake pads needed to be replaced or atleast cleaned after the rotor resurface. When family motors serviced my car, all they did was resurface the front rotors but didn't clean break pads. There is still a metal grinding noise when I brake but no rattling. I told acura about the unresolved issue and they stated they're not repairing it because "they don't hear anything" I don't understand how a business can have a car on the lot ready to be sold with bad rotors and brakes. This is the second car I've purchased through family motors, I used to think acura cars were faulty but I am now seeing the service shop is lazy and doing nothing or the very bare minimal to these vehicles.

  

  Business response

  09/15/2021

  Good morning 

  
  

  i apologize for for the late response. Ive been out of the office since last week . 

  this guest test drove with our technician and couldn't replicate any brake vibration or noise after repair was made. 

  i then test drove with the guest and still couldn't replicate the noise.

  advised the guest we couldn't fix something that wasn't present. advised her to please bring back at anytime during normal business hours if she could replicate concern. 

  
  

  *** ******* 

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩