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Business Profile

New Car Dealers

Acura Of Sherman Oaks

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/01/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 03/31/25, I was drawn to the dealership by an advertised price for a vehicle. However, after arriving and test-driving the car, I was informed that the sales manager had changed his mind, and the price was now higher than what had been advertised to me. I pointed out that this practice is illegal and commonly known as bait and switch. In response, the sales manager stated that he didnt care.

  • Initial Complaint

    Date:02/10/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Date of Transaction 2/9/25: I bought a used 2022 Acura RDX A-spec with roughly ****** miles. My husband had worked with a sales *** three days prior and had confirmed the out-the-door-price ($37,000) and had finalized the negotiations. When I got there, all I needed to do was test drive the car, and give them my down payment and my pre-approved *************** loan. My down payment was $24,000 and my loan through *************** was for about $13,000 at a 6.74% interest rate. After the dealership had me wait 5.5 hours before finalizing the documents, they stated they would not take my *** loan and insisted I use their financing. I had them speak to my husband, and the manager said they could not close the deal unless we used their financing. They agreed to match our *** loan at 6.74%. I verified if I needed to resign any documents due to this change, but they said they adjusted it and my new paperwork would reflect the change; however, It did not. Once I was leaving, my husband called them and stated they had the wrong interest rate. They refused to change it that same day and claimed he needed to call back the next day and they would make it right. It is the next day, and they have had him call 3 times only to say the finance manager is unavailable. They are purposefully stringing us along again in order to be deceitful and hope we give up. All I would like is for the car dealership to fix the financing back down to the 6.74% agreed upon rate. I have 5 witnesses to this event. They are unethical and are pulling the typical bait and switch.

    Business Response

    Date: 03/11/2025

    To whom it may concern,

    Your contract rate was 8.49% and adjusted to 6.74% as promised by **************** internally.

    You are paying a customer rate of 6.74% through ************.

    Please feel free to call ************ and confirm your rate of 6.74% the number is as follows ************** Monday-Friday 5AM PT/ Saturday-Sunday 6AM-5PM PT

    This was not unethical as your letter states to the BBB, the 6.74% was honored internally by our dealership and ************.


    Thank you,

    Acura of Sherman Oaks Business Owner

  • Initial Complaint

    Date:11/06/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I sold my 2021 **** F150 to Acura Sherman Oaks on 9/9/2024 through ****** Blue Book for a sale price of 20,000$. VIN ***************** ; License plate **********. At the time I had a lien on the vehicle from ********* for an amount of ******. After paying off the note, Acura Sherman Oaks was responsible for paying me the remaining balance owed of 3450 based on the sale price of the vehicle. I was given full paperwork by ******* ****** on 9/9/2024 confirming the exact sale price. No one from the dealership has contacted me since to process the payment for the outstanding amount owed to myself. I have sent over 20 emails total to various staff members including ******* ******, **** ****, general manager ***** **** and have not received any adequate response. It has been over 2 months since the sale of the vehicle. **** **** emailed me back multiple times saying someone would contact me. The only 2 people who have contacted me were ******* ******, who was unable to resolve the situation. And ********* *********, sales manager, who sent me one email on 10/31/2024 asking the sale price of the vehicle. I responded with the sale amount and he has not contacted me since with any adequate response for over 6 days. I have full email documentation to corroborate everything in this complaint. I am still owed 3450$ by Acura Sherman Oaks and they have made no attempt to resolve the situation over 2 months after the sale.

  • Initial Complaint

    Date:08/22/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I financed an Acura Integra A-spec with Acura of Sherman Oaks on April 21st, 2024. On August 20th, 2024, I attempted to sell the vehicle to another certified Acura Dealership in ********, **. Upon reaching the final stages of the transaction, I was notified by the salesperson that there was another owner linked to the title of the vehicle. This was not the case when I first financed the car, as I was the sole title owner at the point of purchase. The Torrance dealership led me to do a VIN lookup of the vehicle and I found that a previous owner was linked to my vehicle. The Sherman Oaks dealership claimed the car was brand new as I financed it. The vehicle sale was canceled and I attempted to resolve the issue with the Sherman Oaks dealership. This attempt was futile, as neither the finance director nor the service manager at Sherman Oaks understood how to solve my growing issue. Compounding this problem, I have not received my license plates or registration paperwork from this dealership. From this date (8/21/2024), it has been exactly four months since I purchased the vehicle. I have not been updated on this issue at any point even though I mentioned the concern on numerous occasions. I have been driving with an expired temporary license plate since July. Due to this, I have been advised by a legal council that I should not be driving the vehicle under any circumstance. I made a downpayment of $3,000, and have been making monthly payments of $576 for the past four months. These payments will continue for an unusable vehicle. Although I wanted to sell the vehicle, I am bound by a finance agreement with a car that I am legally unable to utilize.

  • Initial Complaint

    Date:07/30/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    When I purchased my 2021 Acura RDX Technology pkg, through Acura of Sherman Oaks I also purchased the ************************************* for $1,690.00. On November 18, 2023 I trade in the 2021 Acura RDX to a 2024 Acura MDX **************** and a prorated refund check supposed to be mailed to me within 2 weeks after I purchased the newer vehicle. On March of 2024 I reach out to ***** of finance and they didnt receive any refund check from ********** On April 24, 2024 I called the ************************** Warranty and to get an update on the refund check and they verified it on December 18, 2023 the refund check of $1,200 was mailed to Acura of Sherman Oaks dealership. Through out the course of chasing my refund check I have been calling and talking to at least 6 managers at the Acura of Sherman Oaks dealership and I exhausted all different avenues to get my $1,200.00 refund check w/o any luck. I placed a lot of calls, emails and even came to their dealership numerous times and all I got was run around and just given promises nothing happened, just false hope. It is not right that I encountered managers that dont care or plain incompetent. If I may, I have encountered speaking to ************ ; ************** ; ************** ; ****************** ; ************** ; *********, and ******************** Not to mention these are all managers I spoken to. It is very frustrating on my part since I have been trying to get MY REFUND CHECK OF $1,200.00 for about 8 MONTHS now and not one of these managers I talked to was able to resolved a non complicated issue. How do these managers do business, no sense of responsibilities, no accountability and no respect to human kindness. All I see is plain false propaganda for excellent customer service. I also checked ********************** dealership, they are not BBB accredited that really explains it. I still hope they will redeem themselves and do what is right and issue me my refund check of $1,200.00.

    Business Response

    Date: 08/24/2024

    We submitted cancellation request to previous owner (Center Acura) because this customer purchase the product from **********************, and we do not have access due to change of ownership. 

     

    Customer Answer

    Date: 08/30/2024

     
    Complaint: 22063382

    I am rejecting this response because: First and foremost I was not able to read this email on a timely manner due to a life change event. I was busy with my relocation and I didnt have access to my emails and limited access to my phone use due to switching to a different provider and I run in some issues with the setup. I have read their response and it is not acceptable to me since I started dealing this with them since November of 2023 and they have ample time to issue me my refund since they already received it and had cashed it. I stated in my letter all the facts and all the informations, it should not be difficult for them to trace the check. I hope you would consider in following up my case and not close the case since I was very busy with my move in relocating to a different states. I hope you understand my situation and its not fair for for me not to get my $1,200.00 just because they change ownership. 

    Sincerely,

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

  • Initial Complaint

    Date:04/09/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased this certified used 2020 Acura MDX August 25th of 2023.I immediately noticed the rear door belt molding broken on both sides. I told the service manager and the service representative They said the will order it. I never heard anything. I took the vehicle back for service and oil change on October 24 2023.I told the service representative ***************************** of the belt molding issues as well.The oil change was complete and when i picked up the car the belt moldings were still broken they did not replace them. I mentioned this to ****** he said he ordered them and they are back order. He will call me once they arrive. Fast forward to March 29th I left a voicemail with ******. I called yesterday as well on 4/3 and left another voicemail for ****** or Manager to call me back to resolve this matter. I have photos the damaged moldings. No call back from the ***********************. still no call back.

  • Initial Complaint

    Date:02/29/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In 2022 this business, Acura of Sherman Oaks, pulled a hard inquiry on my credit report. I did not sign any authorization for this inquiry on my credit file. I am disabled I live, in ******* and did not, and have not, attempted to purchase a car from this dealership in **********. They have not provided me with any signed original authorization or proof that I personally initiated this inquiry as requested. Legal aid of Alabama will be contacting ***************************** via certified mail if this inquiry is not removed from my credit file within 7 days.

  • Initial Complaint

    Date:11/03/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought an Acura Integra 2023 A Spec from Acura Sherman Oaks on 4/3/23. including the price of the car I bought a Wheel and Tire/Windshield warranty package. They could not provide me with any info regarding the protection package. Over the course of several months and 50 plus calls to Sales Manager ********************* no longer there, ******************* Finance Manager no longer there, and ************************* current Sales Manager I asked for a refund. A refund was supposed to be sent to me 'October 20th according to the new Sales Manager ************************* he said a check was sent to Drive ************** on my behalf October 20th 2023 I called Drive Way yesterday and they have not received any check. I called ************************* back yesterday, as well as today and have not received a call back. This whole experience has been an absolute nightmare. I am hoping BBB can help.

  • Initial Complaint

    Date:10/31/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a car and paid $18k cash and 6 days later the engine went out in the car. The dealer said that I could have paid an extra $1500 for them to take the car back so I am out of money. I should not have to spend more money on top of more because they knew this car was no good when they sold it. I had to pay more money to rent a car. I still do not have the car and I don't want it. They are not even willing to put me in a dependable car after taking my money. They told me they did a 21 point inspection therefore they knew that the car was a lemon.

  • Initial Complaint

    Date:05/18/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This dealer sold ** a car last year in 2022 and within a couple of months the engine light came on, then the car started leaking water inside. It is ridiculous, it cost ** over $20k we would like our money back, they can take the car back.

Acura Of Sherman Oaks is NOT a BBB Accredited Business.

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