ComplaintsforJackson Acura

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I own a 2014 Acura MDX, pearl ****** Prior to that, I owned a 2015 Acura MDX, pearl ****** (I was involved in an accident where my car was hit and considered a total loss, so I replaced it with the same exact car).This model car and color was recalled for having issues with the paint (service bulletin ******). Per the bulletin, this affected MDX models between 2014 - 2016 with that ****** Despite having TWO CARS that fit were impacted by this recall, I NEVER RECEIVED ANY NOTICE. In fact, I was only made aware by another MDX owner who also recently found out. When she contacted the dealership, she was told that they are not supposed to tell people about the recall.I am very upset that Jackson Acura will not honor this recall notice and takes no accountability that the recall notice was never sent out. I've owned a total of three MDX's, all purchased back to back....this is extremely disappointing to know these dealerships do not stand behind their products.We have reached out to Jackson Acura and only received the run around - no return phone calls, weeks to return calls, no information, and ending it all by saying there is nothing they will do, and they are closing the case.

  

  Business response

  06/06/2023

  This recall the client is reffering to is actually a warranty extension on ********************* paint, that was for 8 years from the orignal purchase date.  We can only comnplete the extension if the paint is peeling at the time, this is offered by the factory (******** ******************** any resolution for this issue should be directed to them and not the dealer (Jackson Acura).  

  Customer response

  06/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that Jackson Acura continues to not care about helping customers with this issue.  They have successfully pushed blame elsewhere and washed their hands.

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

• Initial Complaint

  06/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About four months ago, my husband took our 2020 Acura TLX to Jackson Acura located at *******, *******, for warranty windshield wiper motor repair. The windshield wiper motor stopped working and we were not even aware of it was a bad motor. We found out the motor was bad and stopped working because my husband took the car to another auto shop to have his windshield wiper fluid topped. They informed ** that the windshield wiper motor was not working. Then we took it to Jackson Acura, the dealership where we bought the car. They told him the warranty will not cover it because the car had ******. We explained to them that if they had done their job correctly and checked his windshield wiper fluid, all the time we were taking the car in for maintenance, it would have been detected and wouldnt have been an issue. So as a courtesy they agreed to fix it. Unfortunately we have been waiting for over four months and all they tell us is that the item is on back order. They have not given any expected date of availability, no information of any kind. This is a safety hazard since we cannot see through the windshield and its worse when it rains. Ive talked to over three different people at Jackson Acura, and no one is able to explain to us why it is taking so long.

  

  Business response

  06/05/2023

  When a part is on backorder ******** ***** does not give us time when it will arrive until a couple days before it gets here.  He can reach out tp our parts manager *************************** for udates on the ***** of the part, he can be reached at ************.

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2020 Acura RDX into Jackson Acura on 12/6/22 due to issues with the infotainment system failing (inoperable screen, popping sounds coming from the speakers, inoperable sound system) I was informed the vehicle had been repaired under warranty and that it was ready for pickup on 12/7/22. When I picked the vehicle up, I immediately noticed the loud popping noise coming from the speakers and informed the service advisor, ****** of this. She listened and confirmed and said that a harness would have to be ordered and that she would place it on the "critical list" and that it should be there within a few weeks and they would contact me. I stated my displeasure at being told my vehicle had been repaired when, in fact, it had not been and that it is very inconvenient to arrange for rides to and from the shop especially when nothing had been resolved. I also had several services performed, transmission fluid replaced and brake fluid exchange. It was also suggested that I have the differential serviced (the service advisor ******* initially said that both the front and rear differential fluid needed to be replaced until I advised him that my vehicle is not all wheel drive). I agreed to have the differential serviced however when I got home and checked my service ticket, there was no line item for the differential service so I called ******, the service advisor who helped me, and inquired. She had to speak with the technician who performed the service and he advised that there isn't a differential on the vehicle. The revelation that there isn't a differential on the vehicle when the service advisor is recommending the service causes me to doubt the ability of this dealership to correctly identify and repair properly any issues that I may have. I've tried to contact the service manager, ***********************, several times however he has failed to respond. These multiple failures of Jackson Acura reflect poorly on them and also on Acura. This will, no doubt, impact my brand loyalty. I am still waiting for my original issue to be addressed and fixed properly and this entire process has been disappointing. I've heard from no one at Jackson Acura

  

  Business response

  01/24/2023

  Sometimes when repairing the above complaint we have to install the connecters for repair per ******** ****** if that does not work then we have to try a different repair.  Unfortunately sometimes the problem does not happen while the vehicle is still here.  We ordered the part and hopefully it will be in the first week in Febuary.  I did not recall getting a phone call on this and apologize for not speaking to the client myself.

  Customer response

  01/24/2023

  The vehicle was at Jackson Acura when the failed attempt to repair was noticed and brought to the attention of the service advisor so the response is nonsense.  Apparently, the person that responded to this complaint did not even bother to read the narrative.  *********** director, ******, was sent several emails asking him to call me which he hasn't responded to.  

  

  Business response

  01/25/2023

  There is no need for further response, the vehicle will be repaired when the part arrives.

  Customer response

  01/25/2023

  With that kind of attitude it's no wonder that I had to resort to a BBB Complaint to get Jackson Acura to respond.  I'll make sure to share this transcript with Acura Corporate.

  

  Business response

  03/17/2023

  Repaired the clients vehicle on 03/13/2023

  Customer response

  03/17/2023

  Jackson Acura fails to understand the most basic aspects of customer care. Their responses are indicative of this. My vehicle was finally repaired after 4 months and no communication however Ive yet to receive a call from anyone at Jackson Acura regarding this situation. Not a concierge experience at all. They levied their retribution upon me by failing to give me a loaner vehicle but thats ok, Ill not buy another Acura nor will I use Jackson for any further services. 

• Initial Complaint

  05/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been trying since 2020 to get Jackson Acura to fix my peeling paint. There is a recall on my MDX year and paint color but I am being told my VIN is not covered. I mentioned it every time I went in for service and it was not addressed. When I went in January I had a different service tech who started the goodwill request. My usual service tech was upset by that. She took over and said she would let me know. 3 months later I reached out and she said had to resubmit. I also reached out to corporate and they said they would start a request with my dealer. The dealer came back and said they would cover 50%. They will admit to some fault but wont fix the issue.

  

  Business response

  05/13/2022

  The client was under an 8 year warranty extension for the the paint issue she did not bring it in during that time so the extension expired.  ******** ***** offered her 50% good will which would be about $1400.00 toward repairing the roof even after the 8 year extension expired.    ******** ***** addressed the issue by having a 8 year warranty extension for this issue.

  Customer response

  05/13/2022

  I purchased this vehicle in Dec. 2015..... the model year is 2016. Unless Im dumb, that is only 6 years. Correct???

  Customer response

  06/23/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

  

  Business response

  06/27/2022

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  Regards,

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

  

  Business response

  07/11/2022

  For ***************** her 2016 Acura MDX is not one if the vehicles covered under the warranty extension for the paint therefore she would have to contact ******** ********************  ******** ***** agreed to pay $1369.29 of a $2738.58 estimate to repair the paint.  She will need to contact them for anymore assistance.

*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. ↩