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:04/01/2024

  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 went to the Acura ****************** for an Oil change..Before arriving to the location, I had place my front Acura carpeted mats and heavy duty mats along with the back bench carpeted and heavy duty mats in the back because I was having water problems in my car..When I went to place the mats back to its original spot I discovered that my mats were REPLACED with an ACURA TLX mat, my car is a 2017 MDX, AND a smaller versions of the my passengers MDX carpeted mat and heavy duty mat. missing carpet mat for the front. Please note that I only take my car to the dealer ship for service and just discovered this theft of my property . I have supporting pictures of the ACURA replacement mats that were rolled up and placed in my vehicle

  Business Response

  Date: 04/05/2024

  
  To Whom It May ****************** are pleased to inform you that, as a goodwill gesture, we have offered the customer a new set of mats. She intends to visit our location on April 9th, 2024, before 11 am to collect them. She has expressed her satisfaction with the prompt resolution of the matter.

   

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

• Initial Complaint

  Date:02/22/2024

  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 traded in my 2022 RDX for the 2024 MDX 10/13/23. I received a notification that the vehicle needed servicing prior to using ***** miles and less the five months of purchase. I sent it to be serviced immediately and also notified the service department of a few minor concerns I noticed such as, automatic start, trunk open & close keyfob connection, navigation, left and right mirror signal etc.. The vehicle was checked and returned and two days later I received multiple notifications such as, Break migration system problems, Road departure system problems, auto high-beam problems, Adaptive Cruise control problems, **** keeping assist system problems and collision migration break system problems see dealer. The service representative ****** stated a part needed to be ordered. He stated the vehicle was drivable until the part came and returned the vehicle. I parked the car and learned the trunk would not open at all. The vehicle also did not turn off and continues to have this problem. I reached out to the service department and expressed my concerns, and asked for the manager. The representative stated ************** will call me within an hour. I called back after two hours and was told he would call me when he finished with a client on the phone. I called again after some time went by and was told he went home for the day. I called Acura corporate office and filed a complaint. The lack of communication and updates is unacceptable and disappointing, especially for a 2024 fully loaded Acura.

  Business Response

  Date: 03/01/2024

  To whom it may concern,
  
  I have maintained regular communication with the client since February 22, 2024. On that same day, we provided her with a loaner vehicle, and our team informed her about the backorder status of the required part. Rest assured, we are diligently working to resolve the speed sensor issue to the best of our abilities.

• Initial Complaint

  Date:02/21/2024

  Type:Billing 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 2/19/2024 I went to the dealership to look at a used car. I explicitly told the sales ***************** not to run my credit until we negotiated the terms like price and interest rate given my credit score of nearly perfect. I received a credit alert and told the sales guy. He told me that it was a soft pull. I told him that I dont get alerts from soft pulls. He sent me this text:Hey *********, its ***** from paragon Acura. We respect your decision on not running your credit. That was a little soft activity in your credit since you fill out **************. I wouldnt want anyone to run my credit without my consent. We respect it. I was taking you to the finance manager so he could tell you what would your payments be before submitting it to the bank.Turns out they ran a hard pull on my credit without my signed authorization. ************** they had me fill out clearly states that the submission of the application would not impact my credit score. That would mean it only does a soft pull, but that isnt what happened and needs to be corrected since they did not have authorization to make a hard pull of my credit. Regards,******************************

  Business Response

  Date: 03/19/2024

  To Whom It May ******************* Finance Director has sent a letter to the credit bureau in an effort to remove the inquiry from ****************** credit report. We have also provided ************** with a copy of the letter we sent to the credit bureau for his reference.

  Customer Answer

  Date: 03/22/2024

  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 have gone back and forth with this company and do not trust they will get this done.  They told me that they sent a letter to the credit reporting agency but they did not give me a proof document from the reporting agency stating that the inquiry has been removed.  As of today, the hard inquiry is still on my credit report which has caused my score do drop.  
  

  regards,

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

  [Your Answer Here]

   

   

   

   

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

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

  Business Response

  Date: 04/02/2024

  To Whom It May ***************** March 8, 2024, we presented the customer with two options: providing him with letters to send to the credit bureau to attempt to remove the inquiry, or writing to the credit bureau directly. We emphasized that by the time this process gets processed, his score may naturally increase. He chose the option for us to send the letter directly to the credit bureau and granted us permission to include his sensitive information. On March 18, 2024 We emailed the client a copy of the letter we submitted to the credit bureau. The resolution process can take anywhere from 45 days or longer from the day the credit bureau receives our request. However, since we lack the ability to follow up, it would be more effective if the customer could follow up on the dispute with the credit bureaus.

• Initial Complaint

  Date:01/26/2024

  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.

  Salesmen made me pay 17k upfront for 3 year lease because had bad credit due to ID theft. They didn't tell me bad credit would increase my previous car insurance payments to over over $1,000 a month. made extra charges on my debit after i gave them cash. Told me had to give $2000 cash next day to pick up car. I went home downloaded Gieco app and saw the high payments. They said i would also obviously not hae to pay monthly for lease. I texted salesperson and said i need my money back i cannot afford to pay that money upfrot and pay a grand every month for car insurance . Told me to come in they would give me my money back. went back next day and the guy lied in front of superior said he never said that. They forced me to take this car I couldn't afford. I go home get an alert from credit karma without my knowing or consent they took outan 18K loan in my name and after a month i started getting bills for 389 to also pay the lease! credit dropped 150 points. Car has now been towed because i couldnt afford payments and im out 40 grand never saw or signed anything they forged my signature and my husbands intials when he wasn't with me at the dealership when i paid them forged documents have all different dates one was before i even went to the dealership the loan was applied for after i left dealership and before i was forced to take the car contract an all DOCS sgned on computer 2 signatures of mine are completely diffrent then one signature on another paper they signed my husbands initials only ACM.

  Business Response

  Date: 02/06/2024

  To Whom It May ******************** ***************** ***********Attempts have been made to contact the client via phone calls, text messages, and emails. Unfortunately, we have not received any response up to this point. We remain available to discuss the matter with the client. If she is willing to resolve the issue, she can reach me at **************.

• Initial Complaint

  Date:10/06/2023

  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.

  My wife and I made a trade with a 2014 ****** Rav4 that we had for about 5 years and never had a issue with for a 2019 Acura Rdx that gave us problems since the purchase date of May 13, 2019. Since that date of purchase my Acura has had to go get serviced 3 times with underlying issues that obviously were not inspected correctly with my Acura being a certified preowned vehicle. The third time of the vehicle being in service was for about 3 weeks. The issues were never resolved completely and the issues that were resolved/repaired began to come back slowly, day by day. I notified my sales person ****** from Paragon ***** that made the sale shortly after purchase that the car seemed to be in a accident and something was not right. ****** assured me that the warranty would cover the repairs because I had bumper to bumper warranty which all of a sudden went from ******* miles coverage down to ****** miles coverage. Now while trying to get the issues resolved with *****, Acura, managers, supervisors and my sales person ******, I get no call backs, no email responses and nobody responds to my text messages. A vehicle that I pay $800 a month for and I am scared to drive due to its condition and issues that have worsened since the last repairs I spoke to corporate the last time and apparently they were not able to help me either now that the sale was done. At the beginning of the purchase I had everyone answering me and calling me when the sale needed to be done and now I get nothing. I have proof of past text messages that I have been seeking help from the employees of Paragon Acura and Paragon ***** and I get nothing. 3 days ago my father in law was diagnosed with ***** ****** and now needs treatment and chemo. He needs to be taken to appointments because he is unable to walk and my wife and I cannot take him because of the fear we have with driving the vehicle. The vehicle cannot be driven without sounding as if the front wheels are going to fall off or the sun roof is going to break. I asked for them to please get me a emergency loaner vehicle suv due to mine and my father in laws sickness and to pick up mine for the repairs and apparently they have no vehicles/suvs to loan me. I have been desperately seeking help and even begged for help and still nothing. No type of assistance and no professionalism. Today I am reaching out to the BBB to possibly seek assistance in getting this resolved and possibly getting my vehicle changed because obviously mine came with too many problems and at this point with the constant issues I do not even feel like it is a safe vehicle to have. So please, I beg for your help and assistance in getting this issue resolved. Thank you

  Business Response

  Date: 03/01/2024

  To whom it may concern,
  
  I wanted to update you on the status of our customer, ***********************. On October 21, 2023, we successfully transitioned **** into a newer vehicle, and I am pleased to report that he is satisfied with the vehicle itself. Our Sales Manager, *********, played a pivotal role in assisting **** with the transition. During this process, ***************************** explained the difference in payment resulting from ****'s previous car being involved in an accident. **** was understanding regarding the impact of the accident on his payment.
  
  Since the purchase, ********* has maintained steady communication with ****, ensuring that his needs are met and any concerns addressed promptly.
  
  If you require any further information or assistance, please feel free to reach out.

  Customer Answer

  Date: 03/01/2024

  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:

  [From the start of purchase I had issues with the 2019 Acura RDX that was purchased. I was never helped the way I should have been. I took the vehicle numerous times to serviced because of the issues I knew it had and because I was sold a lemon car and Paragon Acura did not expect for me to know somewhat about vehicles they stood silenced. Their way of getting out of the mess they made on selling a damaged vehicle was saying I was involved in a accident that damaged it. I was very unsatisfied with the outcome but glad that it was not the prior vehicle that we were having issues with. They raised my payment knowing the suffering I was going through health wise and financial wise knowing that I was going through the problems from the beginning. The prior salesman ****** did nothing to help at all either. He just ignored me as everyone else did. I finally got some of the help I needed only because I filed a complaint with the BBB and only for that reason because prior to my complaint I was being ignored and avoided with everyone from Paragon Acura. Till this day I am unsatisfied with Paragon Acura and would not recommend them to anybody at all. Employees are rude and they care for nobody. Getting in touch with higher *** does not matter either. As for calling me to make sure I was satisfied, no. Like I stated earlier I was only called because of my complaint and not because they wanted to help me. Since then I never received a call ever again and was never satisfied with the outcome. DO NOT DO BUSINESS WITH PARAGON ACURAThey are thieves and will s**** you over]

   

   

   

   

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

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

• Initial Complaint

  Date:09/25/2023

  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.

  Late June/2022 I brought a 2020 cpo Acura MDX from paragon Acura and the sales person told me that the front passenger mirror was broken and he would order me a new one and it will be here in one week or sooner cause he expressed ordered it he gave me a receipt for the mirror that I still currently have I went back several times for paragon Acura to give me the run around and keep telling me two weeks I fill that they took my money and shafted me I also feel that they are a bunch of lairs it now September 22th 2023 a yr later I have not received the mirror once they finalized my deal they took my money and forgot about me paragon ***** AND ACURA lost a faithful customer for now on Toyota/ Lexus will be getting business for ACURA to say they are a luxury brand they are a joke

  Business Response

  Date: 03/01/2024

  To Whom It May ********************** September 30, 2023, we have successfully replaced the side-view mirror for the customer. We also offered our apologies for any inconvenience caused, and the customer expressed their appreciation for the resolution, indicating that they are now completely satisfied.

• Initial Complaint

  Date:08/24/2023

  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.

  Internal wire and computer issues since I've purchased vehicle March8,2023 It's been to repair shop more than 7 times for mutiple internal issues

  Business Response

  Date: 03/01/2024

  To whom it may concern,
  
  Following up on the issues reported by the client:
  
  1. Regarding the tire light concern, after purchasing the vehicle, the client experienced an ongoing issue with the tire light. We initially replaced the right front TPMS sensor. Subsequently, when the tire light reappeared, we discovered a nail in her tire and promptly addressed it by plugging the puncture. Since then, there have been no further issues with the tire.
  
  2. Concerning the *** functionality, it is functioning correctly as per the design specifications. However, it appears to be incompatible with the client's Android phone. We conducted tests using various iPhones and Android phones belonging to our employees, all of which worked seamlessly. The compatibility issue seems to stem from the client's phone software not aligning with the car's software. AHM is currently working on an update to address this, but no update is available at present.
  
  Sales attempted to assist the client in finding a resolution, but encountered the following obstacles related to the client's current approval/credit status:
  
  - The customer has an outstanding balance of $13K+ with AHFC due to an open repo.
  - Additionally, there is $8,500 negative equity.
  - The client provided a $2,000 down payment.
  - While we believe it's possible to structure an approval for a vehicle through Santander, proof of income is required.
  - Despite the client's claim of a monthly income of $11K from 24 years of employment at MTA, their pay stubs for the year show only $9K, equivalent to $1000 a month.
  - One of our Sales Manager was last tasked with clarifying the *** matter with the client and obtaining supervisor or HR information to validate income, but no updated information has been provided.
  
  Please let us know if further clarification or assistance is required.

• Initial Complaint

  Date:04/11/2023

  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.

  Purchased a car from Paragon Acura on 7/30/2018 along with extended warranty which Paragon charged me over 2 thousand dollars for. but 8/27/2018 Paragon Acura Canceled the extended warranty that i purchased with no notification sent to me to informed me as the owner of the vehicle. Since I never had any issue with the car, I didn't find out of the cancellation until the car needed service on December 21, 2022, that's when I found out the policy was canceled by Paragon just a month after I purchased the car. Since this is something that I paid for, I want Paragon Acura to reinstate the same Acura policy on my car. I have not been able to take advantage of the services I paid for because Paragon Acura has cheated me. The other thing they've which motivates me to do this consumer report, they went into the system and remove the cancellation date, to show that the policy was never cancelled. the Inquiry Acknowledgment attached is the one i got back in December 2022, but today if you were to pull the same inquiry, you won't see the cancelation date. I've made several attempts to have them fix the issue but it's not going anywhere. Please BBB help me get a resolution. Thank you. Please see the documents attached for further details.

  Business Response

  Date: 04/11/2023

  To Whom It May ******************* Sales Manager ********* is in communication with the customer. We had made attempts to apply for a new warranty for the client. However, the paperwork was declined 3 times. Last Friday 4/7, ********* spoke to the Acura *********************** and advised him on what to do to get approved for the new warranty. He did submit the new paperwork to our ******************* I have spoken and informed the client of what's going on as well and will keep open communication with him.
  
  

  Customer Answer

  Date: 04/12/2023

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

• Initial Complaint

  Date:03/30/2023

  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 brand new vehicle that had a scratch on the back from the lot where it was stored. After I was told it would be fixed, it took 4 attempts, with each attempt taking about a week to fix. When i was told a time it would be ready, it was always a few days late and no one would update me or give me a straight answer on where my car was. Each time new damage would be added to the vehicle.When confronted about it, i was told the vehicle would be sent to a new body shop, however after tracking my car it was seen at the same body shop as before, however the maintenance manager at paragon insisted it was sent somewhere different, lying to my face. After the 4th time as I was getting ready to leave (still with more damage on my vehicle), my car was damaged again at the dealership, ripping off a sizable amount of paint off the front. After this the sales Manager (name ****) said he would swap me out into a 2023 (i had a 2022). This vehicle had no more than 300 miles on it and they traded it in less than what I bought it for, increasing my payments for a 2023 by ******. I also paid $1300 for rim and tire protection that I was told would be on the new vehicle, however when it came time to pay, I was told I would get a refund of the **** in check and add $**** to the total payments to make things easier. This check was supposed to take 2 weeks, it has been more than a month. From original purchase to now, Paragon Acura has been messing with my time and money for 3 months with 0 accountability. After numerous attempts to contact ****, the sales manager who assured me of the refund check, he has refused to call or text back.

  Business Response

  Date: 04/04/2023

  To Whom It May ******************************* client came in on Saturday, April 1, 2023. He met with **** and signed the cancellation form for the tire & wheel. We informed the client it can take up to **** business day to receive the refund check. We are in communication with the customer.

• Initial Complaint

  Date:01/02/2023

  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 brought my car in because of a sensor light. I did also did take my car I. 1 month prior for a service whic is done every 3 months. The sensor had a fuse to change. The part was 202 and the labor was $800 for 10 min work. When I inquired about the charge I was told the parts alone was 700 which was untrue which I found out after reviewing the bill.

  Business Response

  Date: 02/23/2023

  To whom it may concern:

   

  Customer is being refunded $500. She is satisfied with this outcome