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:07/21/2025

  Type:Customer Service 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 have asked, pleaded, and begged this dealership to leave us alone with the fake looking postcards that have fraudulent looking names of websites meant to coerce consumers to bring their car in for service. A car that I have not owned for over 10 years! I have repeatedly asked them to stop and remove us from their database. If necessary I will get the law involved because this is harassment and needs to stop. Can the BBB assist with getting someone at this company to cease and desist? I have been lied to over and over by this business, thank you.

  Business Response

  Date: 08/01/2025

  We have forwarded the customer's information to our corporate office so that they can take him completely out of all marketing and mailing systems. It can take up to 45 days for them to stop.

  Customer Answer

  Date: 08/01/2025

  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.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:05/12/2025

  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.

  First of all i would like to say i have been doing business with vandergriff Acura since 2006.I purchased a vehicle in 2023 which I had to have a cosigner At the time of purchase I never was given the option of buying the vehicle that I had leased 3 years prior nor was it explained to me by the sales person (******) that the cosigner was going to be the primary person on the vehicle. I was also told along with the cosigner that after a year that the cosigner could be taken off the vehicle. It was NEVER explained that the vehicle would have to be refinanced in order for that to happen. I have reached out several times to the sales person ****** and made him aware of my concerns with no success. After several times of attempting again to reach out he never returned any of my calls so I reached out to ******* the finance guy who intern was unable to help. After several attempts I have made a complaint with Acura Financial and was told to reach out to the ** ***** which I did when I went in the dealership on May 3 2025 and was told that I could get out the current vehicle and lease a vehicle at 800 dollors a month for 4 years and have a option to buy. I don't feel it is far for me the consumer to have to pay that kind of money when I was mislead and deceived by the sales person ******. I'm hoping this matter can be resolved before i seek legal representation.

  Business Response

  Date: 05/23/2025

  Thank you for reaching out and for your continued loyalty to Vandergriff Acura since 2006we sincerely value your business and appreciate the opportunity to address your concerns.
  We understand that you are frustrated regarding the details of your most recent purchase, particularly around the role of the co-signer and the structure of the contract. While we cannot confirm the specifics of the verbal discussions that took place at the time of sale, we do want to clarify that the signed contract accurately reflects the arrangement: it designates the co-signer as the primary applicant, which is a common practice when it helps secure better financing terms for our customers.
  Our goal is always to help our clients obtain the best possible rate and monthly payment, and this structure was selected to benefit you financially. We apologize if this was not clearly communicated at the time and understand how that can lead to confusion.
  Regarding your efforts to remove the co-signer, we understand you were told it could be done after a year. However, as with most financing arrangements, the process of removing a co-signer does require a refinance, which is determined by the lending institution.
  In an effort to assist you further, we explored trade-in options and were willing to absorb a significant financial loss of over $5,500 to help with a transition. Unfortunately, due to the negative equity carried overlargely a result of the high mileage on your vehiclewe were limited in what we could offer while still maintaining a reasonable financial structure.
  

• Initial Complaint

  Date:01/29/2025

  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.

  I put a 2000 payment down for a 2022 ilx Acura and it got switched for a 2020 ilx Acura because the other car needed repossessed and the car lot changed the paperwork on the car .we asked for a refund but then ***** the salesman said he will fix what I didnt like about the car but been avoiding us since we been wanting a refund he wont respond to the calls or texts i have video proof of this incident and it wont let me upload

  Business Response

  Date: 03/04/2025

  I have pulled the we-owe from the deal and there is nothing in writing stating that we would fix anything on the vehicle or offer a refund. We tried to reach you via phone and left a vm for a callback to discuss your concerns and decide how to move forward.

• Initial Complaint

  Date:01/22/2025

  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.

  Car fax online December ****** Vandergriff Acura raised the price of vehicle while making the deal without our knowledge and charged certain ad ons without fully explaining or even getting an ok or a yes or no and lied about trade in value amount for my 2018 gmc promised me ****** but only gave me ****** I'm seeking a remodification of the car loan and apology please

  Business Response

  Date: 01/29/2025

  We are not able to modify the loan through the bank. The customer signed all documents including the contracts which outlines the entirety of the loan and trade in amount. 

• Initial Complaint

  Date:08/22/2024

  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.

  On July 1, 2023 I bought a Certified Pre-Owned 2021 Acura T*X with an additional extended warranty. It currently has less than ****** miles so it is still under factory warranty, CPO warranty and the extended warranty. The CarFax when I bought the car was clean. My car is currently at a repair facility for collision repairs unrelated to this complaint. In the process of disassembling the rear end of the car, the facility has uncovered evidence of shoddy and incomplete repairs that occurred prior to my purchase of the car. Issues are centered around the driver-side taillamp pocket. This panel has s**** threads welded to it so that the taillamp can be mounted to it. These threads are broken off, and they were G*UED back onto the panel. There is also unrepaired damage on the * quarterpanel in areas obscured by the foam weatherstrip. The prior repairer also failed to remove plastic mounting clips prior to painting the car, so the clips are painted over. Due to the unrepaired quarterpanel and the ill-fitting taillamp, there are water intrusion problems and there is rust on the floorpan. This is a major problem as the rust is right by the fuse box, so there is risk of electrical issues.

  Business Response

  Date: 09/05/2024

  While we do sympathize with the customer, the vehicle was purchased as a pre-owned vehicle over a year ago from us. The vehicle passed all certified inspections in our shop and the Carfax was clean. We were not aware of previous repairs done on the vehicle prior to arriving to us. We will not be able to cover any of the repairs. 

  Customer Answer

  Date: 09/05/2024

  Complaint: 22177308
  
  I am rejecting this response because:

  ***** the service manager reviewed the service records for my vehicle and advised that the battery had been replaced prior to my purchase of the car. As you can see in the photos, during battery replacement the dealership should have seen one or more signs of poor quality repairs including: A. the rust on the floorpan, B. the fact that glue was used to reattach threads to the sheet metal behind the driver side taillamp. They should have seen this because interior trim panels must be removed to access the battery. 

  My complaint is that this vehicle should not have been sold as an Acura Certified Pre-Owned vehicle due to its condition. Due to this error, I believe Vandergriff Acura is responsible to rectify this costly situation. The $2,200 estimate for repairs is attached. 

  Vandergriff's current response is that they weren't aware of the damage prior to selling the car and hence won't cover it. I recognize they're humans and they failed to notice the damage. We make mistakes. However this misses the point.

  The real question here is: "If Vandergriff had been more thorough or careful and they *did* notice this damage, WOULD THEY HAVE SOLD THIS CAR AS A CERTIFIED PRE-OWNED CAR?" Unless Vandergriff employees are unethical, that answer is obviously no. Nobody in their right mind thinks it's acceptable for previously welded metal parts to be glued back together. 

  It is on this basis that I believe Vandergriff is responsible to make this right by reimbursing me for the cost of the repairs. 

   

  
  
  Regards,
  

  CK

  Business Response

  Date: 09/06/2024

  Again, the vehicle was sold over a year ago, and when we sold the vehicle, the vehicle met all certified checklist standards for an Acura to be certified. We will not be covering any cost of repairs.

• Initial Complaint

  Date:07/09/2024

  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.

  May 12th, 2024 I bought a 2015 ****** 4Runner used they added a warranty on the vehicle for $3,100.00 that we do not want so I have been trying to get in touch to cancel since then and cannot get anyone on the phone. Also, we went to buy a tag and was charged $1,350.00 by the dealership and only owed $803.75 and want the refund for the over charged amount for the sales taxes for our tag which is $546.25. I have called multiple times throughout the days for over the last month have sent emails and text messages and cannot get ahold of ***************** the sales manager that is the only person who they claim can help me but will not talk to us.

  Business Response

  Date: 07/19/2024

  We sent a check in the amount of $1335.15 to Dealerdoc for the out of state title work to *******. We have yet to receive a refund from them or an amount showing how much the title work was. We emailed them today to follow up about how much the actual cost was and to ask if they will be sending a refund of any so that we can provide it to the customer. 

  For any warranties that the customer wants to cancel, you may call MPP which is the company the warranty is through to cancel. That number is **************. The dealership does not process cancellations.

  Customer Answer

  Date: 07/29/2024

  Complaint: 21959725
  
  I am rejecting this response because:
  They still have not contacted me with any information about the refund I have messaged and ask them and no response. 
  Regards,
  
  *******************

  Business Response

  Date: 07/30/2024

  We did receive the refund that came back to us for the overages that were paid for the title work in *******. It was in the amount of $502.20. Since there is a lienholder on the vehicle, the refund check has been sent to them. I have attached a copy of that check to *********** Auto Finance. The amount will go back to the principal balance on the loan.

  Customer Answer

  Date: 08/03/2024

  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.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:06/26/2024

  Type:Sales and Advertising 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.

  2023 ***** Civic SI bought in ******Attached is my documentation of the events as they have transpired from the beginning.We need communication and progress on the title for the vehicle we bought.Currently all we know is it is "In Process" with Vandergriff Acura through what they are calling a 3rd party. We need help to get the title or find out the status and why it has not been processed and why they do not communicate with us or **** of ********** information is: ***************************** ************************************************************** --- ************ --- ********************* The dealership is:Vandergriff Acura - Address: ************************************************************************** - Phone: ************** or ************** - Products and Services: vandergriffacura.com

  Business Response

  Date: 07/03/2024

  We do apologize for any delay in communication or miscommunication.  Initially we had the incorrect number and email for the customer. We are now in contact with the customer and have provided answers to his questions. We have also told the customer what we are needing to proceed with titling. 

  Customer Answer

  Date: 07/03/2024

  Complaint: 21905081
  
  I am rejecting this response because: This issue will not be resolved until we receive the title requested for the vehicle bought and paid for.
  
  Regards,
  
  *****************************

  Business Response

  Date: 07/05/2024

  I understand the customers concern over receiving the title. We are already following the proper process to get him the title and there is nothing further we can do.

  Customer Answer

  Date: 07/05/2024

  Complaint: 21905081
  
  I am rejecting this response because: As mentioned before, this will not be resolved until we have the title in hand. Once we have the title I will close this as resolved.
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 08/01/2024

  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.

  Yes we just got the title and this issue is resolved.

  Thank you to everyone at the BBB for helping to get this done, not sure it ever would have happened without your help.

  I have also contacted the proper people at Vandergriff and let them know as well.

  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:06/24/2024

  Type:Sales and Advertising 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 a car on Acuracertified.com, I signed all the documents. I got an email confirming the purchase and the delivery date(attached). There is a pending charge against my credit card(attached).When I called the dealership, they told me there is no record of the transaction.

• Initial Complaint

  Date:05/28/2024

  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.

  At the time of me purchasing my vehicle from Vandergriff Acura in 2022 I purchased the extended warranty (Mechanical Protection Plan) because I knew I would be doing a lot of driving because of my Job. The plan covers a multitude of issues including the issue I'm facing now which is my radiator, fast forward to today I was having issues with overheating on my car and had to have it towed to the dealership. The service team discovers that I have a hole in my radiator and are in need of a brand new radiator, they are now trying to make me pay out of pocket because they deem it as "outside influence" even though I've done nothing but simply drive my car to work everyday on our regular highways and its covered within my extended warranty. I bought this car brand new from Vandergriff and bought the extended warranty based off what they suggested and advertised to me. I want them to now honor what I paid for through my warranty and cover the cost of the repair.

  Business Response

  Date: 06/10/2024

  Initially we thought the radiator damage was caused by outside influence. Once we removed the radiator however, MPP was able to determine that it wasn't outside influence and they covered the repair cost.

• Initial Complaint

  Date:04/16/2024

  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.

  Purchased a 2015 acura tlx 5/2023 within 1st month, transmission went out, 3rd month I had to Purchase a motor $4k out of pocket, 5th month transmission went out again, but replaced it again, 8 month transmission went out again, now the car sitting in my driveway and I'm paying monthly notes. Vandergriff Acura doesn't want to take responsibility for selling a lemon to a 20 yr old kid. This needs to be investigated. All I asked for the dealership to do right and take the freaking car back. Is there some type of law regarding this type of situation.

  Business Response

  Date: 04/26/2024

  While we sympathize with the customer's situation, the vehicle was a pre-owned purchase. Unfortunately, there is a risk when purchasing all pre-owned vehicles that issues might arise due to age and mileage. I do see that in October of 2023 the engine needed to be replaced. Acura helped with the cost and the customer was out $4,000. I also see that the transmission went out two months after that and was replaced by MPP with another used transmission. I show that 6100 miles later that transmission went out. We can't take the car back but we are willing to split the cost of a brand new transmission with the customer to help ensure a longer life of it. We would also be willing to split the cost of a pre-owned transmission with the customer, but there is always a risk with a pre-owned one.