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:05/20/2025

  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.

  Bought a Car, from Acura of Pembroke Pines, Fl., an was told that we had to a$425.00 package that would buy us a Pennsylvania car tag. In ************ the cost is $150.00,This was March 26. 2025. Had a temp tag, and called Acura and was replaced once. The tag has not arrived, an I cannot drive the car. Called Acura and received no answer, just run around. Called **********, that financed the car, and they still have not received the title. They are starting and investigation.

• Initial Complaint

  Date:02/21/2025

  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 am reaching out with a heavy heart, feeling utterly frustrated and helpless regarding my recent experience with Acura Pembroke Pines . On 02/18/2025 I leased a 2025 Acura Integra Premium Package, believing I was making a well-informed decision. However, within less than 24hours I realized that this car was not the right fit for me. I promptly returned to the dealership today 02/19/25, hoping for understanding and cooperation, only to be met with hostility and rudeness from the general sales manager. I asked to speak to the manager of the dealership and he lied to me and said that he was that person but he really wasnt.The dealership staff treated me with complete disregard, refusing to even entertain my request for a return or exchange. Instead of listening to my concerns, they were dismissive, cold, and made me feel like I was trapped with no way out. I understand that contracts are legally binding, but I never imagined that Acuraknown for its commitment to excellence and customer satisfactionwould allow one of its dealerships to behave in such an unprofessional and unethical manner. I have been a loyal customer for the past 5 years.I am begging for your assistance in this matter. I am not someone trying to take advantage of the systemI genuinely made a mistake, and I am simply asking for fairness. Had I driven the car for weeks or even days, I would understand the dealerships position. But less than 24 hours? It is disheartening to think that Acura, a brand I trusted, would allow such rigidity at the cost of customer *************************** a Veteran whos put my life on the line countless times to serve this country, it was very disgusting how I was treated and I would like the opportunity to return this vehicle.

• Initial Complaint

  Date:11/09/2024

  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 bought a used ****** Kicks from them on 08/20/24. The first day I got the car it started having issues it was in the shop the first week of ownership. I have had the car for 2.5 months and it has been in and out the shop for approximately a month of that ******** the dealer where I am servicing it is telling me I need a whole new engine. I believe the dealer knew about these problems when they sold me the car but refused to disclose them.

• Initial Complaint

  Date:09/20/2024

  Type:Order 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.

  On July 13th 2024 I went to Acura of Pembroke pines to turn in a lease on a *** for a MDX. I had completed the terms of the original lease and extended my lease by 6 months so I was paying month to month. On July 13 I agreed to turn in the lease and sign up for a new lease on an MDX. The terms on paper signed by me were I pay $1000 dollars down and $540 a month. Nothing more. On July 13th the payoff for the *** was roughly $26,000. The dealer waited until after I had to make another $500 payment ( on July 18th)on the *** to pay it off. So they only paid $25,500 to Acura financial to take possession of the ***. They were supposed to pay $26,000 which was the figure when the deal was done. I explained to them what happened and had me sign paperwork stating I would be refunded the $500 payment I unnecessarily made to Acura financial when I was no longer in possession of the car. It was an auto draft payment. They told me it would take a week to receive the refund. Then 5 weeks later I spoke to a manager, *****, who told me it takes 4 to 6 weeks. It is now over 7 weeks and they have not refunded me. I am disappointed in this transaction and it seems apparent they are continually deceiving me. It's even more disappointing considering I have been leasing cars from this Acura for 16 years.

• Initial Complaint

  Date:07/21/2024

  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.

  Purchased a 2023 Acura MDX from Acura of Pembroke Pines on 12/02/2022. March 2023 until current, I have been having issues with this ***. The technology of the *** has not been performing properly which has cause several almost near accidents. I have voiced my complaint to the local branch Acura of Pembroke Pines, corporate office, and submitted the documents as requested under the Florida Lemon Law. As of today, July 21, 2024 no avail. When I complain about the issues to Jordan- Service Manager and ***************************, its documented but not resolves. On various occasions, I have been promised a loaner to have the MDX repaired as of today, I am still waiting. When I call the corporate office, ***** takes my information and states someone will call back however, they do not. I have voiced my concerns for the safety of myself and my three children (two of which are autistic) regarding the sensory errors, provided proof (photos), and waited patiently for a resolutions to this situation. I am continuously pushed to the side and forgot about. It is not fair to me, I entrusted a dealership to provide me with a safe and reliable *** but instead I have a lemon that creates anxiety, stress, and provides an unsafe mode of transportation. I would like a full refund for this item. The depreciation of the vehicle is a loss for both parties involved. *****'s corporate office should honor their customer warranty and treat their clients with companionate customer service and not make them feel hopeless. I have more documents to provide as proof but the size of the file was too large. Please contact me at ************ . School is gearing up and I need reliable transportation to take my two autistic children to school without them riding in fear.

  Customer Answer

  Date: 07/29/2024

  More information regarding the repair requests. I have emails and call logs showing the numerous amount of calls made requesting repair. 

  Business Response

  Date: 08/02/2024

  Hello

  We are a franchise dealer and must follow the manufacturers guidelines to address warranty issues. We want our customers happy and safe, but there is a process for us to follow. Acura Client Relations is there to help the customer with an issue like this. We can trade the customer out of the current vehicle if they desire. We apologize for any inconvenience this may cause.

   

  Thank You

   

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22022429
  
  I am rejecting this response because:

  I have followed the process with your corporate office and they are avoiding me and have been since I first filed the complaint. I have came back-and-forth to Acura within the last year and a half with the the issues mentioned and no avail  have followed up on paperwork with ***** corporate office and again I have been waiting with no response. I have filled out all the documentation requested by your company and no one is responding. This is a game that is being played to wait me out and frustrate me if I do not feel comfortable purchasing a brand new Acura and its not working. Why would I want to be stuck again? I do not feel comfortable or safe in your product again. I have three children that I need to ensure our daily routine. The vehicle is safe and they are not afraid nor myself, and with the quality of what I am driving the technology package it is not safe and it has been sitting now for a week without being driven , I have been waiting for almost a month and no one has called me back to fix this issue. Poor **************** unreliable, mechanical service. It is not fair to me as a client that I have to endure this for almost a year and a half now. 
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 08/08/2024

  I have been calling ******* corporate office requesting an update and no avail. I have been told on numerous times someone will call me back in reference to my concern and no one calls. I am so upset because I am paying $1,000.00 truck payment and I have not enjoyed the purchase of this item. This has truly been a horrible experience. I am in dire need of reliable transportation, schools begins on August 15, 2024 and I have not been able to resolve this issue. Once again, my children and I have to live in fear when Acura knowingly sold me a lemon. I can stand by this statement because the wireless charger never worked on the truck. I have had sensor issues since day one. When mentioned to the service department , a generic statement was provided. I am continuously brushed off with my concerns. As of today, August 8, 2024 Acura has not called me back to place me in a loaner for repair and my SUV has been sitting in the driveway from July 6, 2024. ****** and ******(Supervisor) assured me, I will be contacted for a loaner on Tuesday, July 9, 2024 no avail. Please assist with resolving this issue. 

  Kind regards,

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

• Initial Complaint

  Date:04/11/2024

  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.

  Last year around this time I left an amazing review for Acura after purchasing my first car from them. Well I am here to take that back and to tell you DO NOT BUY A CAR HERE. The staff is lazy, inconsistent and lack customer service. I have been complaining about vibrating and squeaking from my brakes for the past 6 months, my car isn't even a year old. Everytime I call or make an appointment about it they tell me everything is fine and that the brakes need to warmed up. Never in my life have I heard of a brakes making that much noise on a new car or them needing to warm up. This is a 2024RDX Apec! I finally went back in and demanded that they check it again, this is now my 5th time asking this, they then keep my car for the longest they have ever kept it and then let me know that the rotors are infact BAD but warranty won't cover it because my brake caliber has been painted!!! The service manager ****** took zerooooo accountability for the ** his staff has been putting me through and offered me absolutely nothing for my time or their mistake. Now I'm supposed to pay $800+ to get something fixed that I've been complaining to them about for 6 months. It's clear to me the service department never checked to begin with and were clocking hours to get paid for work they NEVER DID. AM i supposed to feel safe bringing my car back to this service department. I wish I could just get rid of the whole **** car. I will never be back. This is NOT a reliable car for families or women!! Do not buy from here or these people.

  Business Response

  Date: 04/12/2024

  Our Service Director is working with the manufacturers representative to on an exception in order to get this repair covered under warranty. Client satisfaction is important to our business and that is why we are taking these measures. Thank You

• Initial Complaint

  Date:01/23/2024

  Type:Billing 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 financed and purchased a car through Acura in November. I have been trying to get in contact with them to make a payment on the vehicle but they have not been communicating with me, nor have they set up my account in order for me to make my payment. On my paperwork, it states that my payment should have already happened and if not it collects late charges. Acura told me they are making my first payment but I have to pay them back. They have not sent me any written correspondence on this. I dont believe that they are conducting business practices the correct way. I am now questioning whether or not my finance paperwork is written/handled correctly. I am worried this is ultimately effecting my credit and payments. I am also worried that they have done my paperwork incorrectly, so this contract is invalid.

• Initial Complaint

  Date:10/18/2023

  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 sent an email to Acura on Oct 18, in reference to my car and it being defective being that they are unable to locate the issue and requested a replacement. I had a missed call from my service advisor that same day, so I returned his called. He stated, "that their only assumption is that my car has being struck by lightning" and he also made assumptions that this is due to the fact that there has been an electrical shortage across multiple areas of the car, and they had to swap out the parts for several areas. I vividly remember the day it stopped working, because it was the day before my sisters baby shower. There was no increment weather or any thunder or lightning that day. Later that night after being out all day, I went into my car to go to the grocery store. I started the car; however, I was unable to place the car into drive. I tried turning it off and on, but it was the same issue. Its been 1 month and 14 days since my car has been at Acura of Pembroke Pines for repair, I was last there on, Sept 26, and my car was still in the same spot I left it on the 4th. I inquired about it with my advisor as to why my car was still sitting there and he stated that they arent able to place the car in drive and they have been working on it from the same spot. They have been swapping out parts to find the issue. I then requested something from my car, and he informed me that my car was dead. They are now stating that they will be fixing the car by replacing all the parts to get it up on running and still not clearly knowing the issue, this is not acceptable! This will be a problematic car and then after the two years past I am stuck with the responsibility of repairs and the headache. This is not fair to me as a consumer. This car is defective and should be deemed unfit for me to drive and should be either totally replaced by the manufacturer with a similar car that is free from any defect or nonconformity or refunded for my purchase.

  Customer Answer

  Date: 12/08/2023

  This issue has not been resolved. I went to Acura of Pembroke Pines yesterday 12/07/23 to trade out my loaner because the one I was driving needed maintenance. I needed a few thing from my car so I requested to get it. My car was in pieces torn right down. Its been over three months and they insist on piecing back together a car to give to me. I spoke to a case manager and I informed them I needed a refund and or a new vehicle and she informed me that this will takes months and they have to review and see if thats possible. This car is a lemon and I do not want that car that they still dont know whats wrong with it. The advisor of my car said they got the car started, however still havent found the issue and this is now over three months since they had my vehicle. No resolution has been met. 

• Initial Complaint

  Date:09/01/2023

  Type:Sales and Advertising 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 July 25, 2023 I purchased a 2021 Acura from, Acura of Pembroke Pines *******. The paperwork are sent to me via Federal Express. There was a service contract worth over $2000 added to the contract which I was not aware of at the time I had called them asking them to remove this I did not want it. I was not given any information on it whatsoever. I cannot get a callback.

• Initial Complaint

  Date:08/18/2023

  Type:Product 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.

  My name is ******************************, MD, and I have had the pleasure of practicing OB/GYN in Broward County for over 50 years. We have purchased 9 Acuras from ************* Acura **********. On July 17, 2023 Monday afternoon, my wife ***** contacted *************************** of Acura of Pembroke Pines in hopes that they would have specific color in stock since ************* did not. **************** looked at the what was already being built and in the pipeline for delivery. WE DID NOT SPECIAL ORDER THIS CAR WE ASKED THAT WE COULD PUT A HOLD ON IT. **************** assured ***** that a deposist of $1000 on **** was fully refundable if we didn't like the **** which had not as yet been available. We came on the morning of Tuesday July 18, 2023, approximately 18 hours after putting down a deposit to have right of first refusal on a car already ordered for the dealership and test drove another Acura MDX **** that was available. We told Mr. ******* at approximately 10:30 that we didn't like the cameras which was the reason for buying the car. We followed ** this request in emails please see many enclosed emails and ******************** assurances in his emails that it would be done or had already been done.***** was hospitalized for an emergency appendectomy on Monday. As you can see we continued to follow ** in spite of this.We seriously wonder if this is not because we are elderly, 86 and 77, and **************** wanted to wait us out. We might forget or we might die and as you can see I had an emergency hospitalization and certainly the stress of possibly being cheated out of a promised refund was an exacerbating factor. The date stamps are on all our emails as well as the date stamps on ******************** replies.This has been a major disappointment that we have been unable to trust this dealership. As of now, we still have not received our promised refund.Respectfully submitted,***************************, MD *************************