ComplaintsforCourtesy Acura

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new, not used, 2022 Acura MDX from Courtesy Acura in 2022. I took the vehicle to them for an oil change and tire rotation on 11/01/23. As part of the service the technicians checked the tires and told me that the left front tire was worn down to the cord and that I need new tires and an alignment. I was surprised by this as the mileage on the vehicle is only ***** miles. I asked if there was anything that Courtesy Acura could help me do about the cost of having to purchase new tires and have an alignment, all with the vehicle having on ***** miles on it. The service manager ***************************** did offer to cover the cost of having two new tires mounted, but I was asking for more and wanted to see if the dealership would cover the cost of an alignment after the new tires were on the car. I felt this was a fair ask as the car is new with low miles on it and I did not anticipate it needing an alignment. ***** told me there was nothing else he was willing to do to help me out with the costs associated to the new tires and alignment. I then spoke to the General Manager *********************** on 11/03/23 and asked him if the dealership would be willing to help out with any of the cost associated with new tires and an alignment. ***** told me he would speak to ***** and get back to me with his decision. As of a week later, 11/10/23, ***** has not returned my call and I have left two additional voice mails for him 11/07/23 and 11/10/23.

  

  Business response

  11/17/2023

  To Whom it may concern:
  
  This is in response to the customer complaint regarding the services that he received from Courtesy Acura.  The customer feels that ******************** should have done more for him (free services) regarding the wear and tear to his tires and that he was surprised by the abnormal wear of them. I spoke to the customer on the phone at which time he informed me that he had been taking his vehicle to another dealership for routine service/maintenance items.  The customer claims the other dealership had not recommended an alignment or tire rotation during his past services.  Courtesy Acura has no way of knowing if that information is true and or correct. Due to the facts that he stated,  during our phone conversation, that the other dealership had not recommended a tire rotate or an alignment contributed to his abnormal wear. I don't believe Courtesy Acura is responsible for any services/repairs to the customer's vehicle at this time as ******************** didn't perform any of the previous services.    As far as the abnormal wear on the customer's tires on a new vehicle is concerned, it is recommended by the manufacturer that you regularly rotate your tires and align them as well. I believe that we offered a fair credit in assisting the guest with his vehicle in mounting and balancing two tires for him labor free and giving an additional discount on the new tires.
  
  
  Thank you,

   

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

  Customer response

  11/17/2023

   
  Complaint: 20855185
  
  I am rejecting this response because in the reply from *********************** he states that I was offered a discount on replacement tires and to have then mounted and balanced for free.  When I spoke with both ***** and the Service Manager, I only recall being offered the tire mounting for free.  I don't know what value the discount on the tires would be.  This may have been enough to help make up for the alignment I am asking Courtesy Acura to cover, which I believe to be about a $130 value.  I also reject the response because no one from Courtesy has called me back to discuss this matter.  *********************** told me he would call me back and after a week I had not herd from him, and still have not received a call back from anyone at Courtesy Acura.

  Sincerely,
  
  ******************

  

  Business response

  12/11/2023

  We are reaching out to the customer to clarify our offer to him.

   

  *****

   

  Customer response

  12/18/2023

   
  Complaint: 20855185
  
  I am rejecting this response because Courtesy Acura has continued to to treat me like a customer that they no longer value. I have been waiting over one month to see how Courtesy Acura would be willing to help rectify an abnormal tire wear with my new Acura MDX with 22k miles. I did finally hear back from ***************************** on 12/11.  ***** let me know that Courtesy was offering a $10 discount per tire, for 2 tires, and to mount and balance for free, which I believe is another $20 per tire. I was also asking to have an alignment done by Courtesy as well. I had been waiting since early November to hear their best offer and now I know that their best offer is about $60 off with a total charge to me for two tires and alignment of $734.39.  

  Again, my issue is that I have a new 2022 Acura MDX with 22k miles on it and two of the tires are already worn down to the metal cord. My family has purchased multiple vehicles from this dealership and have always been treated very well in the past by those in charge.  However, the new management team of *********************** and ***************************** have decided that my past loyalty of purchasing vehicles from Courtesy Acura has no meaning to them. Instead, they would rather loose my future business over the tire wear issue I am having with a new vehicle I purchased from their dealership.

  Sincerely,
  
  ******************

• Initial Complaint

  09/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This was a car loan application on September 8th, 2023, The car was a 2012 ****** for $10,000. The sales person knew that i wanted this car, and when they but the application in to get an approval they but it thru banks that require a higher credit score that what mine was. Banks such as ***** Fargo, Cap One, and their own financing company. So ***** Fargo denied my loan, because my credit score was not aligning with what they require. I have never ever been denied a car loan!!!!

  

  Business response

  09/14/2023

  Courtesy Acura Response:

  In regards to the customers complaint Courtesy Acura's stand at this point is we have done nothing wrong. We respectfully submitted her application to the appropriate banks based on her application and deal structure. It is not Courtesy Acura's decision to deny or approve an application based on credit score models that the banks pull. She states in her complaint that we sent her application to banks that require a higher credit score then what hers was, which is not an accurate statement as banks look at different factors when approving or denying a loan. The desired resolution would be for us to submit to smaller banks that would accept her loan. We reached out to her and explained that it was not only her credit score but also many other factors that come into play with there decisions. We again have done nothing wrong as we are not the bank that approves or denies the application for the loan, we are her to help customers purchase cars and try to secure loans for them. Please remove this complaint based on these facts.

   

  Thank you,

   

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

  General Manager

• Initial Complaint

  09/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My wife and I purchased a truck from the above mentioned dealership. The first day with the truck in our possession the check engine light came on. We brought it back to the dealership and they kept the truck to fix the problem they stated was just a sensor issue but took longer than most sensor issues take to fix. Upon receipt of the truck back, we noted the passenger chair was rocking whenever we would take a corner or hit a bump. We contacted the dealer once more regarding this new issue. We were basically told to bad. The next issue we had was our registration papers from the dealership. After about a month of waiting for paperwork from the dealer to come we contacted the sales manager who informed us the truck needed to be weighed to get the paperwork completed. My wife and are both firefighters and deploy on fires during the summer months and were unable to coordinate this for two months! When we finally were able to get the truck weighed and drop off the paperwork at the dealership we asked for at least a new temp tag as ours had expired and were told someone would contact us in a couple days and see if they could possibly get us one?! Well guess whatno one contacted us or got us a new temp tag. We tried contacting the General manager to discuss these issues, with no return call. We had planned on buying two cars from this dealer and now we wish we had never even bought this truck. Follow up and follow thru are not their strong suits.

  

  Business response

  09/14/2022

  Please see attached response.

   

  Thank you

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new vehicle from Courtesy Acura. There was a lot of shady dealings and it was overall an unpleasant experience. When we were finally ready to pick up the vehicle they informed us that they had damaged it. While prepping it they melted the rear bumper. After some hollow apologies they proposed sending it to a body shop to paint over the damage.We don't find this satisfactory. The bumper is part of the vehicle's safety systems and we are not convinced it's not damaged. We also don't believe we are getting what we paid for. A car that has been to a body shop is not the same as a "new" vehicle we made a deal to purchase.

  

  Business response

  02/08/2022

  To whom it may concern:

   

  We have come to a resolution with the customer.

   

  Thank you

   

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

*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. ↩