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Business Profile

New Car Dealers

Acura of Reno

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/27/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 wife and I purchased a 2021 Toyota RAV4 from Key Acura of Reno in September of 2023. Prior to signing paperwork, Key Acura ensures they will repair visible damage to the front end of the vehicle before we commit to anything. When we pick up the vehicle, cosmetically, it looks fine. The "repairs" solved MOST of the visible damage, knicks, and dings. Fast forward to today...My wife has been in two separate accidents in said vehicle. The repair shop we're using for the most recent accident calls and informs us there is previous damage unrelated to the most recent accident that they consider rendering the vehicle unsafe to drive. They call the body shop from the last accident and confirm that they would not have caught this damage during their repair. This leads us back to Key Acura. We call and explain that there is damage from an accident prior to our ownership and that the vehicle was unsafe to drive and never should have been sold. They inform us the vehicle was bought at auction and from said auction did not come with any disclaimers about the damage in question. Key Acura confirmed that they did not do their own multi point inspection prior to selling us the car. They're also claiming no responsibility as we've "driven the car 30,000+ miles since purchase and it's been safe so far." Now no reputable body shop will touch the vehicle and insurance will not cover the damage as it is not from the most recent accident. We have no choice but to file a lawsuit against Key Acura. As a side note, Key Acura upsells you on their non-negotiable "Key warranty" for $2000...well, to this day I've been unable to get them to follow through with this warranty and provide me with a second key fob that never came with the vehicle. As it was explained to us, we can use this Key warranty every six months, no questions asked. To this day I've been hung up on and blatantly ignored every time I've attempted to call and put in a warranty claim. Do not do business here!

  • Initial Complaint

    Date:10/02/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    2022 CPO vehicle purchase 9/24/24.
    1) I was told the vehicle would look brand new when they finished certifying it. Don’t worry about any of the cosmetic issues. They’ll fix everything.
    2) In the showroom is a large benefits checklist of CPO including a 7 day exchange policy. When I inquire about this policy (see below) I’m told in NV it is 72 hrs from the contract date, not delivery date, so not 7 days as advertised.
    3) I was forced to buy Key pkg for $1999 which is lost key wrnty, paint/leather wrnty & tire/wheel wrnty. None of which I want or need.

    Here’s what happened…
    1) I was told the car should be ready on Friday 9/27. I arrive just before closing. It’s not ready. The next day I arrive just before closing and am told the car is being washed. Washed? I was previously told the car would be detailed and ceramic coated! I’m asked “oh, you want it detailed?” I said “yes, I want it detailed.” I was told that was part of the paint and leather pkg I had to purchase. The detail guys only work M-F. I get a Uber ride Monday 9/30 evening. I can visually spot several areas where the paint touch up looks like a 5 year old did it with white out. The paint touch up is rubbery and edges stick up to where you can easily peel it off. They insist I take the car home and they will schedule the repairs. When I get home it’s dark. Next day I inspect the car more closely to see many more cosmetic scrapes & scratches and a hole where the manual door lock should be, scratched leather and interiors, hair and food crumbs under the back seat console, white filmy interior surfaces.
    I no longer want the vehicle but they claim my exchange period has expired even though I have had the car 24hrs.
    They want me to keep the car until they schedule. I do not feel this is appropriate as it might construe acceptance. They have the car, my $46k and no delivery date promised. They claim they have no control of when it will be ready because they can’t control a 3rd party vender.

  • Initial Complaint

    Date:09/25/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Monday September 23rd at approx. 8:00am, I dropped off my 2003 Acura RSX at Key Acura of Reno for a diagnosis on a stucked tailgate.
    On Tuesday the 24th (after they had the car for almost 2 days) I called them a few times to find out what was the diagnostic. After a few times Service Advisor **** Kitt R**** returned my called and informed me the diagnosis wasn't ready yet. I gave them another 20 to 24 hrs they never got back to me so finally on the 25 at around lunch time I went to pick up my car. They had it for 52 hrs and I figured if the diagnostic was taking this long the actual fix was probably going to be longer. (If they were interested on fixing it)
    Kitt R**** informed me I had to pay $199.00 for the diagnostic, I told them I'd pay but I didn't agree with the charge because after all this time they never told me how much it was going to cost me to fix the tailgate and/or how long was going to take to do it.
    I got his manager involved (didn't catch his name) He was very unprofessional and didn't try to fix the situation at all, on the contrary he tried to escalate it.

  • Initial Complaint

    Date:05/22/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 received a letter of pre approval I told them
    Exactly why I didn’t want to come in to get a new vehicle they said not to worry that everything was handled and I could come in and get a trade in I again told them all the issue and they assured me that I was ok and to come down so I took a trip to the dealership and was given the run around and then given several different prices then I was told I was approved for 890 and they would bring me the car so they called me again and said sorry the price now is 1400$ so they have wasted my time for 2 days on a pre approval that they had contacted me for I did not reach out to them

Acura of Reno is NOT a BBB Accredited Business.

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