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:05/05/2025

  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.

  Paragon Acura ***************** financial manager ***** ***** scammed me for my insurance. Bought my car April ********************************************************************************************************* December. She had no insurance and after paying every month thinking I had insurance turned out I was being scammed. My license never got suspend somehow driving with no insurance for a year. ***** ***** financial manager claimed he had an insurance broker that Acura provides it customers *********** insurance broker ***** ******* opened a Geico policy in my name to another persons address in ************** without my email or phone number on it just my name. Now I have to come out of pocket to fix my car? No one is helping not even lawyers. Ive talked to other people that have also been scammed by you the manager. I went back to the dealership he no longer works there and they say its not their problem. I would have never been scammed or in this situation if I never bought a car from Paragon Acura.

  Business Response

  Date: 05/07/2025

  Hello *****,

  Thank you for bringing this issue to our attention. I am truly sorry you are dealing with this frustrating and stressful experience. I assure you that we are working diligently to sort this out and do our part to help resolve this issue. We have set up an appointment for you to meet with our manager and general manager on Friday the 9th at 5:30 pm so that we can come together and better understand your situation. We will continue to work with you and report all updates to the Better Business Bureau.

  All Best,

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

• Initial Complaint

  Date:05/04/2025

  Type:Order 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 visited Paragon acura on May 3 to purchase a vehicle. During the financing process, I informed the finance representative that I did not want any additional Acura protection plans. Despite my clear request, the finance representative insisted on including them and when I told him can you remove this plan he said no he can't take it out no more, he refused to remove them I feel this was done unfairly. I believe I was pressured into accepting additional charges that I did not want, which increased the total cost of my purchase. This is unacceptable business practice and goes against fair consumer treatment.I am requesting that the dealership remove the unwanted protection plans from my contract and lower down my monthly payment immediately.

  Business Response

  Date: 05/07/2025

  Thank you for the opportunity to address this concern. We are internally actively collaborating to resolve this matter as quickly and seamlessly as possible. I attempted to reach the customer via phone call and text message in order to coordinate a resolution and I look forward to his response. His sales representative confirmed that *** ******** ****** has an appointment to meet with our General Manager this Friday. We are hopeful that this will be resolved by then and will of course follow up with any updates.

  Kindly,

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

• Initial Complaint

  Date:03/10/2025

  Type:Product 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 March 6th, 2025, I went to the business to look at cars and I put a down payment of $13,000 on a car. After the discussion, I decided to cancel the transaction because the price was higher than what I initially discussed with them. I wanted my $13,000 down payment to be returned to me. I am worried that they will not refund me the money because I do not trust their business ethics. Previously, I went to them on March 3rd because they told me the car I purchased was no longer available. I initially gave them a $10,000 down payment on another car but then that car was sold to someone elsedespite me putting the down payment on it. Because of this prior issue, I cant trust that they will return my $13,000 on the recent transaction that was cancelled. It has been 4 days and I still didnt receive the refund.

  Customer Answer

  Date: 03/11/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  *** ****
  
  
  
   
  
  

• Initial Complaint

  Date:01/29/2025

  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.

  Leased brand new 2024 Acura MDX from Paragon Acura in June 2024. Within 1 week the car had check engine lights on the dashboard. We brought it back to the service department at ********************** and they said it was fixed. Within a few weeks, the warning lights came back and also the gas gauge started randomly saying the car was out of gas when it was not.We brought it back to the service department they kept it for a week saying they had to replace the entire electrical system. The warning lights and gas tank issues seemed to be resolved but starting in November the car started to stall when idling in traffic. For a few weeks it would restart right away but last week the care just stopped completely and could not be restarted, we had to have it towed. We have complained to Paragon Acura that this was supposedly a brand new car which should not be expected to suffer so many mechanical problems and we have asked the dealer to replace it. So far they have told us that they can only do that if we pay more money.

  Business Response

  Date: 02/18/2025

  To Whom It May Concern,

  I hope this message finds you well. I am writing to confirm that we assisted the client in purchasing a new vehicle on February 17, 2025.
  
  If you have any further questions or require additional information, please do not hesitate to reach out to me directly.
  
  

  Thank you for your attention to this matter.

  Kind Regards,
  **** *********
  ******** ******* *******
  ********************************************* *****
  ***************************************************************

• Initial Complaint

  Date:12/26/2024

  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.

  I bought a used 2018 Acura RDX from paragon Acura in July of 2024 and since the vehicle has been in my possession Ive had to take the vehicle in for front suspension replacement, a engine malfunction, lane assist system failure, and a transmission change. I spoke to the sales manager (******) about this faulty vehicle and the only thing that was offered to me was to change the vehicle into a ***** CRV lease with a $8,000 dollar negative equity on top of whatever Ill have to pay monthly for the replacement vehicle. All employees that I spoke to about the faulty vehicle that was sold to me agree that I should be compensated accordingly and that Paragon Acura should replace my vehicle for another of equal or greater value. My vehicle is currently in their possession replacing the transmission since a few days ago the vehicle had a transmission failure on the highway where I lost control and did a 360 degree turn. The replacement will be at no cost due to me purchasing the extended warranty, if not all issues that the vehicle has had Ive would have had to pay out of pocket. What I see just is for Paragon Acura to replace the vehicle that was sold to me at no additional cost to me for the difficult situation that I have been put in for selling me a defective vehicle.

  Business Response

  Date: 01/02/2025

  To whom it may concern,

    We have contacted the customer and have been in communication with him. His vehicle has been repaired since the BBB complaint was initially submitted and he is currently in possession of his vehicle. We additionally presented several options for him to trade his vehicle and get him into a different/newer car if that would make him feel more comfortable and secure. We will continue to communicate with the customer and ******************** as far as the agreed and final resolution. Thank you for the opportunity to resolve this matter. We look forward to continued progress.

  Sincerely,

  *** ********

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

   

   

• Initial Complaint

  Date:09/11/2024

  Type:Product 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.

  They advertised the car as available . They lied and told me it have minutes to reply because they have to reply it to the bank . Before they ran my credit I asked him let me know everything I need to know they have a copy of my license they couldve mentioned I need insurance that matches the address but I have NY insurance jus my partner but me under . This has wasted a week of my time I couldve went to anyone serious and gotten a car . They sat down and told me change the address then change it back I told them if GEICO suspects anything fraud Im giving the car back they mentioned their not taking the risk . Mind you they told me give them $1000 USD one thousand dollars to reserve the car they did not send it back yet and they sitting here lying running hard impacts on people credit , running me in circles

  Business Response

  Date: 09/25/2024

  To Whom It May Concern, 
  
  
  The customer expressed interest in purchasing a vehicle solely under his name, while indicating to use his partners insurance for the car. However, the partner was not intended to appear on any of the paperwork. Upon reviewing the details, we noticed that the address on the insurance did not match the address on the customers drivers license, credit application, or information reported by any credit bureau. In accordance with standard procedures, we advised the customer to contact his insurance provider and update the address to match the information he provided to us. We also informed him that it would be inappropriate and potentially illegal to register the car under his name while using his partner's insurance. The dealership has acted in full compliance with legal and ethical standards. We firmly reject any claim of "insurance fraud" as no such action was taken. Our team consistently advised the customer to follow the proper procedures, but the customer chose not to proceed, which led to the cancellation of the transaction. Should you need any further clarification, please feel free to contact us. 
  
  
  
  Kind Regards,
  **** *********
  ******** ******* *******
  ********************************************* *****
  ***************************************************************

• Initial Complaint

  Date:08/30/2024

  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.

  I bought a used car from paragon acura and they sell me a faulted car which I have numerously complained about but never seems to care.

  Business Response

  Date: 10/15/2024

  To Whom It May Concern,

  The last time I spoke with the client was on 9/27/2024. We agreed that she would submit the repair orders she paid for regarding the battery issues. We also requested that she send the receipts for the tolls and fuel costs related to those repairs, which will be presented to the manager. However, we can only offer one option: reimbursement for the expenses incurred during the battery issues or a fair buyout price, but not both. The client was not satisfied with the buyout price we offered, as she requested a full refund of the selling price, despite having driven the car for four years.

  She also agreed to provide a quote for removing the camera and the cost of the battery replacement at another dealership, as there's an Acura service department closer to her that she prefers for convenience. Were still waiting for that information as well.
  
  I followed up with her today to check if she made any progress in obtaining these documents so we can resolve this issue.

   

  Sincerely,
  **** *********
  Customer Success Manager
  ************ | ***************************************************************

   

  Customer Answer

  Date: 10/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  
  I am writing to formally address several serious issues concerning my recent interactions with your team regarding the buyout of my vehicle.
  Firstly, I was offered a buyout price of $16,500, which I believe is below the actual value of the vehicle. This camera should have been documented and communicated at the time of purchase, not discovered four years later. Additionally, a member of Acuras team made an inappropriate remark, suggesting I hire a "dead lawyer" to pursue further transactions. This comment was unprofessional and unacceptable.
  Furthermore, I am deeply concerned about my privacy being invaded. It has come to my attention that someone has been monitoring my activities within the vehicle, which is a clear violation of my privacy rights. This company should be held accountable for this invasion.
  Regarding the costs for repairs, I was informed that I need to pay out of pocket initially and would be reimbursed later. This is problematic, as I may not be able to afford these costs upfront, considering I had already paid for this at the time of purchase.
  I request a thorough review and resolution of these matters. The buyout price should be reassessed to reflect the true value of the vehicle, and appropriate measures should be taken to address the privacy invasion and the inappropriate comment made by your team member. Additionally, a more reasonable solution for covering repair costs should be provided.
  
  Thank you for your attention to these issues. I look forward to a prompt and fair resolution.
  
  Sincerely, 
  ********* ******
  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  
  
  
  
   
  

  Business Response

  Date: 10/30/2024

  To Whom It May Concern,

  We have had multiple discussions with the customer, and management remains firm on the buyback offer of $16,500. The customer has driven the car for four years. We also agreed that she would submit proof of repair costs, fuel expenses, and toll charges related to her battery issues. Although she claimed to have this documentation, she has yet to provide it.
  
  We assumed we were maintaining open communication with her, yet in her latest response, she introduced a new concern regarding "invasion of privacy," which she had never raised before. She also provided a quote for a new battery replacement, and when informed she would need to cover the cost upfront for reimbursement, she did not respond.
  
  If she is unwilling to cover the cost initially, she is welcome to bring the car to our dealership. Well reimburse her for tolls, refuel her vehicle, replace the battery, and remove the cameraat no expense to her.
  
  In our last conversation, she agreed to be reimbursed for expenses related to her battery issues, yet she now claims theres still no resolution, despite our continued communication and multiple solutions offered. The customer appears indecisive, and we have extended every reasonable option available. The dealership is standing by its current resolution offer.

   

  Kind Regards,
  **** *********
  Customer Success Manager
  **********************/********************** *****
  (C) ************

• Initial Complaint

  Date:07/08/2024

  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 June 26th, 2024, we received a 2024 Acura TLX, and the best word to describe this overall experience is nightmare. I was assisted by a very dishonest salesman by the name of ********************* who 100% only cared about making a sale and not about informing his customers with accuracy. On 6/24/2024 (text messages available for proof) I was informed, Congratulations! I have lowered your insurance by a lot to the amount of $183.66 today and $178.75 monthly, which of course had my fianc and I excited, thinking wed be saving a lot on the insurance. The salesman by the name of ***** proceeded to call ***** and have me join on a 3-way call in which I was informed this would not be the amount that Im paying and in fact Id be paying twice the amount of $344. I was then informed by the salesman that We need to start your geico policy for 7 days. Then you can change it to progressive to the amount of $168 a month (text message available for proof), which again was a complete lie. I called the salesman ********************* on 7/1/2024, and he informed me that he made some changes to my Geico policy (completely unaware of what changes) to lower the premium and that we would have to attempt again on 7/8/2024 to switch to progressive because my policy was not yet available to complete the change on 7/1/2024. As you can see, this has been a complete disaster, and what I seriously do not appreciate is that I was flat out lied to. I was never informed this may be a possibility or that he will try. I was informed that these changes WILL happen, and now that a lease has been signed, this salesman has been completely distant and no longer wishes to assist as he stated he would. I texted today 7/8/2024 as scheduled and also called, and I was informed he was with a client and I would get a follow-up that I never once did. I wish that this office, and more importantly, this salesman, is held accountable.

  Business Response

  Date: 07/17/2024

  To Whom It May ******************* sales manager has spoken to the customer and has reached a resolution. We will assist the client with a portion of her insurance cost in the amount of $948.

   

  Kind Regards,
  ***************************
  Customer Success Manager
  **********************

• Initial Complaint

  Date:06/28/2024

  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 June 8, 2024, I purchased a CPO Acura TLX from Paragon Acura in ******, **. I am a resident of ************* and ************* law requires all vehicle purchases to be registered within 7 calendar days. It is now 19 calendar days (and counting) and Paragon still has not registered my car. I can't legally drive my car since it is not legally registered. I can't get a date from Paragon when they will complete the registration. I can't get an explanation as to why they haven't completed the registration.

  Business Response

  Date: 07/17/2024

  To Whom It May ****************** have explained to the customer why there was a delay in registering the car. There was a discrepancy with the lien holder for the car he purchased, where two lien holders were reported, both with the same AHFC bank. Although the lien holder release information was submitted, the MA DMV requested a second lien release letter, even though both were from the same bank.
  
  The second lien release order was received on 6/28/24 and mailed to the agency that assists us with out-of-state registrations. Their contact at the MA DMV said they would expedite the process as soon as they received the necessary document. We have received his MA registration yesterday and have mailed it via *** overnight to him, providing him with the tracking information.
  

  
  Best Regards,
  ***************************
  Customer Success Manager
  **********************

• Initial Complaint

  Date:04/30/2024

  Type:Product 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.

  Vehicle was purchased fully tagged priced in the window 45k and they charged me in the paperwork which i missed to check $45995. After complaint with managers (******************) agreed to pay the extra charged money($995) . I had several calls with them and every call they said sending the check today but never received the check. Also, they charged $2450 for lojack which i don't' want it . After the complaint they told me that will take the lojack off and refund my money but now giving me all kinds of stories. This place is not for good business , very low class tactics they use to rip off customer. I had to go for service after first week of purchased (its supposed to be certified and all checked out) . I put my trust on them and they fully misused that. People go there for convenience but you rather go somewhere else for the piece of mind. This is a very bad place to go for business. I learned my ****** in a very painful way.

  Business Response

  Date: 05/02/2024

  To Whom It May ******************** ***************** ***********The customer met with Sales Manager *********************, and they resolved the issue. The customer received the refund check of $1095 for the LoJack, and ***** explained the details of the his contract to the customer.

   

  Kind Regards,
  ***************************
  ******** ******* *******
  ********************************************* *****
  *** ************ *** ************
  *** *************************************

  Customer Answer

  Date: 05/02/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************