Complaints

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.

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 dropped off my car purchased from Acura Irvine on Friday, May 30 for service to replace the tires.I picked it up the car on, Saturday, May 31 and was informed by service that the car was washed, but I did not ask for my car to be washed.After inspecting the car I noticed that the paint had peeled off possibly from the water pressure from the wash since the paint was in good condition prior to dropping off. I reached out to the service center directly on the same day and they would not take liability. Looking at the pictures I have of my car, the car was fine a week prior and could not have happened any other way. I reached out to the service manager and general manager without any response via email without any response. I am seeking support of the BBB to support me to fix the paint damage to my vehicle caused by the Irvine Acura ***************

• Initial Complaint

  Date:04/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 Used 2018 **** F250. On December 2023. I had a Due bill at time of purchase for some items for the truck that would be delivered as promised. Ive been ignored and given the run around about the items for lat 5months. **** promises and play the blame game on the different employees.I will upload contract with due bill soon. Can some one please help.

• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 the transaction: 11/28/2023 The amount of money I paid for the business: $200.What the business committed to provide you: to repair the issue with the sign of my car emission engine.What the nature of the dispute They charged the diagnosis fee ($230) for the sign of " check emission engine" when I brought my car to the dealer repair and **** (employee)told me to sign the documentation instead of providing information about the diagnosis fee. I had a question to him, " Does it cost to repair emission engine?" he just said yes inattentively. So, I left my car and waited for his call. However, I found out it charges $813 for the repair. Thus, I rejected the repair, but he charged the diagnosis fee then. This is a kind of deceptive practice and rip off with the neglecting customer service. he didnt even say sorry for the confusion or Thanks for the payment. he completely ignored me (woman) and discriminated me.

  Business Response

  Date: 12/01/2023

  Attempted to reach out to client, but they were busy. Issued refund to customer's card, texted them so they would know and will note customer's file. 

• Initial Complaint

  Date:09/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 new Acura battery from the parts department at ************* Acura on 1/11/20. That battery comes with an 100 month warranty. That battery failed on 8/11/23, within the 100 month warranty period. However, ************* Acura has since closed. The next closest Acura dealer to me is DCH Tustin Acura. DCH Tustin Acura is refusing to honor the battery warranty because I don't have the original purchase receipt for the battery. Since ************* Acura is closed, I cannot get a copy of the battery receipt from them. They no longer have access to the ROs from the parts department. I have a credit card statement for the battery purchase (attached), and the battery itself has a sticker indicated that it was manufactured in December 2019 (picture attached), well within the 100 month warranty period. I'm frustrated that DCH Tustin Acura will not honor the warranty on my Acura battery. It's clearly an Acura battery, I clearly purchased it in January 2020, and it has clearly failed.

• Initial Complaint

  Date:08/12/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 used 2020 Acura MDX at this dealership on July 26, 2023. I had been searching through various websites for weeks before I found one listed on the CARMAX website at a significantly more competitive price than other dealerships. The price was advertised as $32,770, and I proceeded to visit the dealership and made the purchase. However, I later discovered several additional charges, such as **** ALARM, ***********, and CASH PRICE ACCESSORIES, totaling $3,785, within the sales contract. What was particularly frustrating for me was that these charges were added without any prior inquiry or explanation during the contract review. Had they inquired about these options, it is clear that I would not have gone through with the purchase. Despite my diligent efforts to compare car prices online and save even a small amount, I ultimately ended up paying more than I would have if I had bought from another place.I reached out to the dealership twice via email regarding this issue. In response to my first email, they simply stated, "We got all the contracts signed on them" and there was no response to my second email.Offering consumers enticing online prices that seem easy to compare, but failing to give precise explanations for the final prices and ultimately resulting in customers paying more, is an extremely disappointing and unethical strategy.

• Initial Complaint

  Date:04/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 want to love this place. Purchasing the car was easy, make appointment for service was easy. The service department is very nice. So what is the problem. They sold me a defective car and have lied about it to avoid ******** ***** from making it right.Some background ... Purchased the car new (integra,) very early adopter. Heard some very unusual noises in the car. Took it to service multiple times, Service was able to replicate the noise and did a lot to try to fix it, the noise was still there(documented by this dealership and others). The answer, it is a manufacturing defect so we can't fix it. OK so what do I do, well you can contact ******** *****. Fantastic, called AH, according to them it is normal of this defect because according to the notes "the other cars do this as well". # 1 BS they do not as I was in multiple loaners during this time and I have never heard wind turbulence from the windshield due to faulty manufacturing in any of those, or any other car for that matter, and # 2, so what if it happens in other cars, its not right and should be fixed. I was advised to go to Arbitration (BS BY THE WAY), and of course AH is making me seem like I am I the wrong, even though multiple dealerships have documented the issue. My next step is social media, NHTSB, and ultimately I will likely have to retain council to get this handled.I have their response for the arbitrator and have already spoken to council and they agree this is BS. The turbulence is very distracting and is a safety issue but it seems they don't care. And of course the service department doesn't want to help me because it would mean they are assuming fault. Good job guys.... way to look out for the consumer.

  Business Response

  Date: 05/05/2023

  **** on a test drive with our guest in his car first and was able to hear the turbulence from left and right side of the windshield and window area. We then took a brand-new car same model and drove the same route and experienced the same noise and in some cases was louder. At this point it would be deemed normal operation and the dealer would not be able to perform any repairs. I appreciate the patience that our guest had going through the process.

  Thank you,

   

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

  GM

• Initial Complaint

  Date:02/13/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Initial date 1/21/23 I had pre-approved financing with my bank, I took the pre-approval letter to the dealership and told the salesman I had the letter and wanted to use it.He said thats ok, but we still need to run it anyway.*********** to me, they had ran the application under my personal name, the pre-approval letter was set up under my business na**** contacted the dealer and told them they need to correct it, they assured me they would take care of it.They said the deal would be exactly the same. Once they redid the deal, not only was the interest rate different, they told me I needed to pay the "sales tax" difference. The first deal was in the city I live, and the actual deal was the city my company is located, so that was fine. They made me pay $3017 more, which seemed odd to **** slept on it for a day and realized they must of made a mistake.When i called back, the finance guy told me the extra charge was for the additional down payment needed for the "pre-approved" deal, although he told me it was for the sales tax. Mind you the deal was supposed to be exactly the same. I suspect they blamed it on the sales tax, but was just trying to get more money out of me because they had to do the deal again.I am currently working with my bank to resolve this issue, but how many times have they done this to other people?

  Business Response

  Date: 02/14/2023

  Our General Sales Manager ***** has spoken to the guest and has been resolved. We apologies for all the confusion. This should have been taken care of from the start.

   

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

  Customer Answer

  Date: 02/16/2023

  This has not been resolved yet, ***** has been in communication with me, but he is still working on the details.

   

  Business Response

  Date: 04/03/2023

  Our GSM ***** has sent and confirmed that our customer received his refund.
  
   
  
  Thank you

• Initial Complaint

  Date:10/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was applying to buy a car with this company in which they had me fill out an application online, I dis this and also told them that I was trying to get the financing through my credit union, in the morning I told the sales guy I was working with that I had financing with my credit union but wanted to shop the rate to which he told me that they could run my credit and see if they could get me a better rate and I agreed, he called me a little but later and had an approval for a better rate but said he was waiting on one more to come through and would call me right back. A half hour passed and no call, then I texted the sales guy and no response, 15 minutes later I called him and he told me sorry that they sold the car to someone else. I have bought several cars and nothing as unethical as this has ever happened to me before. I spoke to the General Manager and he said he would get to the bottom of it and call me back which he never did even after I left a message. I have never had to do this before but now I must involve an attorney and *** this company for their unethical work practices, I would highly recommend running as far from this company as possible if you are thinking about buying a car. This has now done further damage to my credit report making it very hard to get approved at other dealerships.

  Business Response

  Date: 10/26/2022

  The Guest called in about a used car. We ran his credit and got him an approval. He stated he wanted a better rate. The salesperson also told him we would see what we can do in the morning. The next morning a different guest with a different salesperson worked a deal on the same car and that guest agreed to terms and purchased the same car. The guest then called the salesperson he was working with, and he told him it was sold. He was very upset. I called the customer, and he stated it was illegal to sell the car because he was "working a deal on it" I explained to him that you can have a set of customers in the showroom on the same car and whoever agrees to terms gets the car. 

  Customer Answer

  Date: 10/26/2022

  What this person is saying is not truthful I was locked in The contract the night before when I filled out the application and was waiting for a response in the morning he gave me an approval which I excepted he then said he was waiting for one more to come back to see if they had a better rate in that time they sold the car to somebody else this is unethical practices I have spoken to an attorney they agree this company can call me directly to deal with me or they can deal with my attorney Furthermore I have all the proof documented in text messages

  Business Response

  Date: 10/27/2022

  I understand why the guest is upset. What can we do to help?

  Customer Answer

  Date: 11/01/2022

  well I have called several times and asked to be called back to no avail, I instead ended up buying an Acura Rlx from ******** in ****** for almost the same price except this car has 45k more miles, is 2 years older and has no warranty, I would say that you guys have already screwed me enough so the question is what can you do for me. And yes even the *** Audi dealer has confirmed what you guys did to me was wrong and unethical. 

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Purchased a car from Tustin Acura going to a dealership after my car was totaled I thought I would get a good car the car was supposed to be ****** the price got up somewhere in the midst of it and it said that it had been looked over thoroughly. I had to balance the tires I had to alignment its leaking from oil and brake fluid minorly its missing the rug mat. All things claimed done. I called driving off check engine light on, the window barely rolls up and theres been some other things and Im ignored- or blown off to another person saying I was told to call - I dont know whats going on! Want oil plan and gap back dated. Been calling and lots of communication via email. Told them wait a few days on check given. They agreed, yet bounced next day. Called gm he phoned once. Ignores me - 2 leaks oil and trans -shakes when braking tremendously on freeway - said tires low tread, told no theyll last a couple yrs - missing drivers mat - missing center cap on rim - added prices from **** told. - vibrates driving on freeway Ive paid for tire, align, balancing. All bad that which I complained on drive home from dealership. Should have been good. He said thats why you have extended warranty!! No paperwork said all was good

  Business Response

  Date: 08/23/2022

  we have reached out to her several times. We have asked to please fill out paper work. **** is in contact with her.