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:02/24/2025

  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 took my vehicle to Rick case acura on 2/3/2025 they diagnosed the problem sensor and coils $1300.00 to repair ok so they replace the sensor then they for the part for the coil it came in on 2/20/2025 after I got a miss call from **** so when I contacted him on 2/21/2025 he told my caught on fire and he needed to know how will I take care of the damages going forward that Acura incurred on my vehicle and I told him thats unheard of it was in their care when it caught on fire .so he had the general ***** **** to call me and he suggested that I trade my car didn't ask what I would like see done to resolve this issue I am a senior citizen on a fixed income and I told him I can't afford a car note going forward to resolve this i would like for them to replace my vehicle with a pre owned 2016 mdx acura with ******* thousands miles like i had own my vehicle. that only fair.

  Business Response

  Date: 04/02/2025

  We have agreed to repair all the damage caused by the fire, we have given our client a new (same model as clients) loaner to drive until the repairs are made, we will then return clients car as soon as the repairs are made. Client is aware and in contact with us almost daily.
  
  Let me know if there is anything else we will need to send.
  Thanks.
  
  **** ******
  Service Manager
  Rick Case Acura
  ************* office
  ************ cell
  ************ FAX
  ***********************************

• Initial Complaint

  Date:01/11/2024

  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.

  We purchased a 2019 Acura MDX Hybrid from Rick Case Acura on December 30, 2023. The car was purchased as a Certified Preowned (CPO) vehicle. I live in ************, **, and this business is located in S. *******. After searching for this specific vehicle, we had to drive five hours to purchase it. After purchasing the vehicle, I went to ***** Acura on January 9, ****, to get the side mirror fixed because it would not fold in. ***** Acura informed me that the vehicle was NOT CPO. I called Rick Case Acura to get this situation resolved because surely there had to be a paperwork issue. When I spoke to someone at *************, I was told that the reason the computer doesn't list the vehicle as CPO is due to a recall. On December 30, we asked our sales person about any recalls and we were assured that the vehicle was fine with nothing to worry about. However, after speaking to someone at Acura headquarters today, I was informed that they had issued a STOP SALE on the vehicle on December 19, 2023. The first issue is that we paid for a CPO vehicle but its not due to a recall. The second issue is that ************* should never have sold us this vehicle due to the recall. On Tuesday, January 9, ****, we spoke to a sales manager, ***********************, about this and told him we wanted a refund. We paid cash! **** told us he would need to speak to his General Manager about this and would return our call. **** called us today, Wednesday, January 10, ****, to tell us that the ** said we could return the vehicle, get a refund, and our trade-in. Initially, my wife spoke to King about this because I was in a business meeting. After my meeting, I returned his call to tell him when I would be returning the vehicle, and they reneged. The ** said the sale was done and we could not return the vehicle. The bottom line is that Rick Case Acura performed an illegal sale on multiple fronts. Not only is the vehicle NOT a CPO vehicle but they also sold something that the company told them not to sell.

  Business Response

  Date: 01/26/2024

  Rick Case Acura has refunded the customers money. Thank you

• Initial Complaint

  Date:10/27/2023

  Type:Order 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.

  Eight months ago, I took my car for routine maintenance to the dealer where I have a lease, but to my surprise they told me in the maintenance department that this would be the penultimate maintenance on my car because according to their knowledge I only had 2 years covered.When I return from that place, I reviewed the contract that I had signed and in which what was stated by the financier does not appear, which offered me a maintenance package for the three years of the lease that included all maintenance during a lease.When reviewing the contract, bad faith is observed where I am being charged 293 dollars as an optional maintenance contract that only covers a total of 4 maintenance for a cost of 180 dollars in two years.No one in their right mind would accept something like this but taking advantage of the haste and the desire to end the day in that place, they commit deceptive and dishonest practices.Despite having signed I feel cheated and disappointed, I hope that others responsible for preventing these practices can amend this situation. ALSO, THEY HAVE DONE ONLY TWO MAINTENANCES AND THEY SHOULD COMPLETE AT LEAST FOUR, REALLY THIS DEALER HAS NO GLAMOR

  Business Response

  Date: 10/27/2023

  **************** has been contacted and will be in on Monday October 30th to review his policy and options. Thank you

  Customer Answer

  Date: 10/28/2023

   
  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,
  
  Orrlando ******

• Initial Complaint

  Date:09/21/2023

  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.

  I purchased the car on July 26, 2023, and noticed upon leaving the dealership that the housing of the left mirror was badly scratched. I immediately contacted my salesperson, ***************, who informed me that he would report the issue to the manager.After not hearing back from ***************, I called him again and he informed me that the dealership would supply the part, but I would have to pay for the installation. I disagreed with this decision as the car was supposed to be certified, and the housing issue should have been caught during the inspection.*************** then directed me to speak with the sales manager, ***************************, but I was unable to reach her despite leaving three voice messages. I paid $51000 for this car, and it's frustrating that the dealership is not taking care of its customers when they know there was a problem with the certified vehicle.This is the 2nd vehicle I bought from this dealer and I was expecting a better relationship with the customer, the dealer should take care of this kind of problem and have a quick solution to it

  Business Response

  Date: 12/14/2023

  Rick Case Acura has agreed to fix the customers vehicle. The repair is in process. Thank you

  Customer Answer

  Date: 12/18/2023

  Well, thank you very much for your as well thank you to manager *********************** who got involved resolving this issue. Today the whole left mirror was replaced with a new one. I want to thank service agent ********************* for his excellent service. It took a while, but the problem was resolve. Thank all.

  Business Response

  Date: 01/03/2024

   I have spoken with ************** and the repairs have been completed to his satisfaction. Thank you

• Initial Complaint

  Date:03/27/2023

  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.

  03/20/2023 brought Mdx 2016 in for Warranty work. The paint peeling on the top of the Acura it is cover by warranty. My vehicle has been there for a week. I need it back for transportation .I called Rick Case Acura 03/27/2023 at 09:00am, telling them I want my car back. I dont care if the work is not done I need transportation to get around for my Doctors.Im 100% Disable ******* Veteran and need my car to get to the Doctors offices.As far as I know the Dealership has gone down hill. I just want my Vehicle Back.

  Business Response

  Date: 03/29/2023

  Good morning, ********************* our service manager was able to obtain factory approval to paint this vehicle. Mr. ****** car is in the paint shop being painted right now and should be back soon. Rick Case Acura will return the car after the paint job is completed. Thank you

  Customer Answer

  Date: 03/29/2023

   
  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,
  
  *************************

• Initial Complaint

  Date:02/27/2023

  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 purchased a used **** Jaguar XK 8 on January 13, 2023. I noticed a warning light stating low coolant. I mentioned it to the salesman, ******************. While processing buy, ****************** told me the coolant was low and it had be added.I had the vehicle delivered to me by flatbed as no delivery was offered. After it was unloaded I drove it and not only was the low coolant light on, the car went into fail safe mode. This allows the car to be driven a short distance so as no to damage it further. I called The dealer & asked for the General Sales Manager and was told he wasnt available . Tried the salesman, got voice mail. Never called back. Tried service manager, never called back after voice mail. Eventually got **************** & was told they would do nothing. The reason was the vehicle was sold As Is.On 2/14/23 I received an email from *********************, Service Manager. Stating that they would take care of all my service needs. I called got voice mail & left a message that I wished to talk to him about the car. I never received a return call.I have as of this date, paid over $6000 into this car. The coolant leak was discovered and when found the engine mounts were leaking. Then while under the vehicle the front suspension had failed causing the front tires to wear unevenly. Then a short in the electrical system. Which, by the way, is still trying to be resolved.In all, no one at the dealership cared. I was sold an unsafe vehicle that was never checked. I had to call and remind them of the Carfax report. That was emailed & find out the car was involved in an accident & had at least 6 owners. No one cared & I always thought a dealer of this renown would be honest but now have to agree with the old adage never trust a car salesman.

  Business Response

  Date: 02/27/2023

  This **** Jaguar was sold as is and with all faults. Please let me know if there is anything further I can do to be of assistance.

  Thank you

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

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

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

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19503050
  
  I am rejecting this response because: no honorable dealer would sell any vehicle knowing it had problems of this nature. The car was unsafe and could cause a major accident.
  
  Sincerely,
  
  **************************