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:06/03/2024

  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.

  On March 26th I had my Acura *** **** towed from ******* to Acura Devan of Norwalk. Unable to be fixed at ******* because they were sure it was some electrical and didn’t have Acura software. They checked everything and couldn’t find an issue The biggest issue as explained to Dan was the electric parking brake being on. He said ok bring it in and we’ll take a look at it. I received a call on 3/27 from Dan roughly around 5pm at which time he told me I needed a new transmission. I asked him was he sure the issues were being caused by the transmission and he stated yes. I said yes the electric brake is also on and I had no indication I needed a trans He insisted the best offer we got for you is $6200, factory built, brand new, 36k/3 year warranty that’s the best you’re going to get Erica. I asked again over the course of the conversation, was he sure it was the transmission I gave him to yes to do the transmission Fast forward to 5/17 at 5pm I was driving to the movies with my children when the engine and electric parking brake light came on I immediately dropped my car back off to Acura the next morning. Dan from Acura called stating I needed a new catalytic converter. I am completely stunned at this point. I haven’t seen proof stating that’s the actual issue. Also that would read code 0430 and that’s not what it’s reading I was assured it was fixed when the transmission was changed and it’s clear that was a lie. There also wasn’t a code *****. There is no data supporting the fact that the transmission wasn’t any good. I haven’t seen any testing or proper codes. I am not sure if the mechanics at Acura are aware of the fact that when the electric parking brake sign comes on it triggers 100s of other codes. No one has yet said let’s do a software update. I spoke to the manager Doug, who said he would find out what wrong and call me back. Welp he had Dan place that call to me about the catalytic converter and I haven’t spoken to Doug since.

  Business Response

  Date: 06/11/2024

  On 3/26/24 our client ***** **** had her vehicle towed to our facility due to her vehicle not being able to go into forward or reverse gears. Our Certified Acura Technician scanned the vehicle electronically for faults and found the cause of failure to be the transmission would not allow the vehicle to go into any gear. We advised our client of the findings and provided an estimate to replace the transmission. She authorized the repair, and we ordered and replaced the transmission. Once it was replaced, the vehicle went into all gears normally as it should and was road tested. The vehicle was then quality checked and road tested further, and after confirming all repairs, released back to our client.

  Almost 2 months and 1,100 miles later on 5/18/24 our client (drove) her vehicle back to our facility with the "check emissions" warning on. We waived the $195.00 plus tax diagnostic fee as a courtesy and once again scanned the vehicle electronically for faults to find that the Bank 1 Catalytic Converter the cause of failure, which is unrelated to the previous transmission failure and replacement in March. Our client was given an estimate for repairs and declined it. Our client's vehicle was towed to our facility 2 months earlier and left going into gear and driving normally. The client's current concern of the Catalytic Converter failure is a new and unrelated issue. 

  We are however more than happy to provide our client with a discount for repairs as a courtesy and stand behind all work performed with a 1 year/12,000 mile warranty.

  Thank you for the opportunity to assist with our client's concern.

   

   

   

• Initial Complaint

  Date:03/11/2024

  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.

  On 12/4, my son brought his 2012 Acura *** into Devan Acura Service for repairs. The staff performed diagnostics on the car and, Daniel, the Service Manager indicated to us that the engine needed to be replaced. He said he could get us an engine with about 63K miles on it. I initially said 'No' because the car was already old and had about 180K thousand miles on it, and that there could potentially be other expensive issues to fix. We were prepared to sell the car. Daniel then assured us that everything else in the car looked good and that the car would run for many more years to come with the new engine. After hearing that, we decided to pay about $6K to have the engine replaced. We are now experiencing weird sounds with the car, and took it into an Acura dealer near us. They are saying that the timing belt needs to be replaced as well as the power steering belt and fuel pump. They further told us that the engine had about 123K miles on it, after looking up the VIN number for it. This was a shock to us. We were never told this by Daniel or anyone at Devan Acura. If we had, we would definitely not have purchased it and had it installed. We called Daniel (and manager Doug) at Devan Acrura and asked them what happened. They explained that the original engine they ordered had 63K miles on it, but it was the wrong engine. The said the one that arrived actually had 123K miles on it and that they had told us this fact. This is completely deceitful and fraudulent. My wife, son, and I never received any indication at all from anyone at Devon Acura that we were buying an engine with 123K miles on it. If we had, there is absolutely no way that we would have gone ahead with that purchase. We would have just sold the car. Now we have several issues with a car that we would never have held onto if we were not lied to. We would like full refund of the money paid to Devan Acura plus damages. Plus, they never even lowered the price to adjust to 123K miles.

  Business Response

  Date: 03/26/2024

  On 12/4/23, our client's 2012 Acura *** was brought to our facility with a no start condition. It was diagnosed that the engine's internal timing belt had broken causing and resulting in permanent failure. We advised our client of the findings, and in an effort to accommodate her financially due to a new engine out of her price range, offered to locate and install a pre-owned engine for significant savings. Our client approved and authorized us to do so. The initial pre-owned engine we located did in fact have 63,948 miles on it as recorded on its ****** report we generated on 12/7/23 @ 10:19 AM (all documents are still attached, dated, and time stamped to the client's original paperwork with invoices). When this re-owned engine was delivered, we checked and found that the vehicle identification plate on it did not match the engine quoted to us, so we refused it.

  On 12/12/23 @ 8:39 AM, we located another pre-owned engine and generated a ****** report to confirm its mileage to be at 123,571. It was at that time we informed our client what had happened with the initially quoted pre-owned engine, and that we had located another one with higher mileage. We were given authorization by our client to proceed with repairs and had the pre-owned engine delivered to us. We confirmed the vehicle identification plate matched the engine quoted to us and accepted it. Our cost of the engine itself was $2770.00, and we charged less than a 5% mark up for a total of $2900.00 to further assist our client financially. We performed and completed the engine replacement, tested it, and after confirming proper repairs, released it to our client. 

  Upon hearing from our client months later, we were informed that the vehicle was now located at another service facility in need of repair. We advised our client that the pre-owned engine came with a 6 month parts warranty and also offered to perform the needed repairs at no labor charge simply as a goodwill gesture, but the client did not feel comfortable driving it from out of state. We therefore spent as much time as needed to accommodate our client by phone conversations with the repairing facility and our client providing any and all receipts and documentation needed to confirm and initiate a parts warranty claim, and were able to secure a $1250.00 reimbursement check towards the cost of repairs for our client.

  We have therefore determined that no refund is due our client at this time.

   

   

  Customer Answer

  Date: 03/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  We never were informed by Devan Acura what had happened with the initially quoted pre-owned engine, and that they had located another one with higher mileage, until after 2 months when new mechanics told us the engine had 123K miles on it.  We never gave authorization to proceed with repairs for a pre-owned (or any) engine that had 123K+ miles on it.  In fact, we were never told that we were getting any kind of different engine that the one they promised us had 63K miles on it.  That is a flat out lie being told by Devan Acura that is border-line, if not completely, fraudulent.  There is absolutely NO WAY we would have ever put an engine with 123,571 miles on it in a car that had +180K miles on it.  Initially, we were prepared to sell the car or salvage it before we were assured from Dan at Devan Acura that the pre-owned engine had about 63K miles on it.  He assured us that it would run for a very long long time after putting a used 63K mile engine.  Otherwise, we were trying to avoid the exact situation we are currently in, putting in a used engine that is way too old into a car that has 180K miles on it, resulting in it already having more and more problems after just 2 months.  

  We also never received any ****** reports from Devan Acura for either engine.  That is something I'm hearing for the first time.  If we were provided that information, we would have known the engine had 123K miles on it and never had let them put a 123K mile engine in our car.

  When I called Dan from Devan Acura on 3/8 to discuss that we discovered that the engine had 123K miles on it, at first, I didn't mention that we discovered that the engine had 123K miles on it.  I started out by asking him how many miles the engine Devan Acura had put in our used Acura ***.  He said it had 63K miles.  I then confronted him on what our new mechanic was telling us (that it had 123K miles on it).  He put me on hold for a few minutes and came back and said that it actually had 123K miles on it.  

  These guys appear to me to be the very dishonest used car salesmen.  They basically stole $7K from my wife and I by lying to us.  I sincerely hope Karma bites them in the rear. 

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

  Customer Answer

  Date: 04/10/2024

  We checked our phone and email records.  We received a call from Devan Acura at 2:09pm on 12/12/2023.  It lasted about 2 minutes.  At that time Dan (from Devan) informed us that we could pick up the car on the next day (12/13/23), or possibly on Thursday, 12/14.  They never told us on this call, or any call or communication, that there was an engine that was replacing the 63K mile engine they were supposed to be putting into the car.  Devan Acura is lying.  We never received a call from them at 8:39am on 12/12/2023.  And we never received ANY ****** paperwork stating there were 123K miles on the engine that was being put into our 2012 Acura ***.  In fact, they NEVER gave us a ****** report for any engine.  If it's attached to paperwork, it's probably sitting in their office instead of in our possession.

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On October 13, 2023 I went to Devan Acura of Norwalk to get my oil changed. While I was there I was told it was "critical" that my transmission fluid be changed, it was due and could really affect my car negatively if it was not addressed. I did as the service manager suggested and had the fluid changed to the tune of $296.16. I have since come to find out there is a recall for a defective torque converter for the 2018 Acura *** which was not brought to my attention. This is a covered recall under the extended warranty of my vehicle. This repair would have changed the transmission fluid as part of the recall service. However, Devan Acura did not take the ethical, honest approach to this. They went for deceitful, dishonest, unethical and predatory. I am disgusted by this business practice. I was NEVER told at this point there was a recall involved with my car. One would think that the service department would be aware of recalls on the vehicles that they service and these would be brought to the attention of the consumer.
  
  A few weeks later the lights on my dashboard light up and I bring the car back in to now be told about the recalled part and that it is covered. They say they will order the part, call me when it is in and once again change the fluid and then replace the part. They never called when the part arrived. I called and discovered the part has been sitting on the shelf. When I finally got through to service after 3 phone calls, they were unable to give me an appt with a loaner car for 2 weeks. So I called a different dealership ( to try and get the work done sooner) and was told by them that the recall should have been done originally in place of the transmission fluid just being replaced. This is a known recall for the transmission. Needless to say , Devan Acura will not be performing the torque converter replacement on the vehicle. I would like to get my money refunded as it was an unnecessary charge, and deceitful on the part of the Devan Acura of Norwalk Dealership. I have attached a receipt for $296.16, the original bill which details the transmission fluid replacement, and the receipt from 11/27/23 when I was told about the recall.

  Business Response

  Date: 12/05/2023

  To whom it may concern,

  On October 13th, 2023, our client brought her vehicle with 89,925 miles to our facility for an oil service and we found the transmission service to be due. Our client approved the transmission service and it was performed. there were no concerns with the vehicle or transmission performance noted at the time. There were no recalls on this vehicle at the time, nor are there presently. On November 27th, 2023, our client brought her vehicle with 91,530 miles back in for service with a transmission related concern, the vehicle was scanned for faults and the transmission torque converter was found to be faulty with fault code ***** present. The defective part was found to have a "warranty extension" and not a recall, so the part was ordered for the client to be replaced at no charge. Furthermore, the transmission fluid service that was performed on October was in fact necessary as the fluid inside the transmission, radiator, and transmission lines is not removed or flushed when a torque converter is replaced. While the torque converter does hold a small amount of transmission fluid, it is still recommended that the rest of the fluid be replaced to prevent failure of other internal transmission components. I have spoken to our client after receiving this notice and explained the contents of my response, and that we stand behind our performed services and customer satisfaction 100%. Our client explained that she decided to have the faulty torque converter replaced at another facility closer to her home, but if she prefers, she may perform the repair at our facility and be offered alternate transportation without a waiting period. Since the recommended transmission service performed on October 13th, 2023 is still found to have been recommended, I have determined that no refund is due our client at this time. We are however more than happy to offer discounts for future services recommended or needed as a goodwill gesture due to the client's concern and/or perception.

  Customer Answer

  Date: 12/05/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *********