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:04/16/2024

  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.

  The dealership told me a vehicle that had multiple accidents, but did not offer an accident report at the time of the sale of the vehicle seeking adjustment in the price of the vehicle

  Business Response

  Date: 04/23/2024

  I have taken a look into your deal file, and did find the vehicle's Carfax signed and dated at the time of sale. I will include that in the attachment. The Carfax does disclose the accidents and there was a customer signature. I have highlighted this information for your review. We will not be able to offer any sort of compensation for the depreciation of the vehicle, as it was a pre-owned vehicle sold as-is with the Carfax included. 

  Customer Answer

  Date: 04/24/2024

  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:03/20/2024

  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.

  My husband and I purchased a 2018 *** Yukon Denali on 2/28/24 at Vandergriff Acura. At the time that we were about to sign the contract, I requested that a "We Owe" was completed because we were concerned about several issues with the vehicle and we specifically stated the running boards were not engaging completely when the doors opened and closed, the scratches/dents all around the truck and the sunroof that had a bulging piece handing out of it. We spoke with "Cal" who introduced himself as the Used Car Manager of Vandergriff Acura. Cal along with *************************** and **************** (finance) were in the office the night that we discussed our concerns with the *** Yukon Denali. *** stated, "I will check them and if there is anything wrong, I WILL FIX IT!". On the "We Owe", Cal put "check running board, replace the rubber on sunroof, touchup scrapes or passage top parts" on the form. We contacted Vandergriff Acura several times to notify them that the truck would not start and that the running boards were stuck on one side and would not come out on the other side of the truck. Vandergriff Acura refused to tow the truck in at their expense initially stating that the mileage made it out of warranty. Finally, after several phone calls they agreed to send a tow truck out to pick up the vehicle. Upon the tow truck driver arrival and review of the truck, he pointed out that the tires had slits in two of them. I spoke with ************************* (service manager) about the all of the truck issues including the We Owe and what *** promised us that he would honor. Later, I learned that Cal had been terminated and that ***************** was now the new used car manager. ***** contacted us and notified us that the motor on the running board had completely failed and that the New Manager ***************** stated "I am not replacing that". I called ***************** and ************* on 3/19/2024 to explain what the previous ********* manager had promised us but neither would not return my phone calls.

  Business Response

  Date: 03/22/2024

  After reviewing the we-owe and speaking with the General Manager about your concerns we would like to apologize for any confusion or mis-information. We are willing to replace the running boards with the standard (non-powered) running boards and we will cover the cost. If you'd like the powered running boards instead, we would be willing to cover half of the cost of those. The total is $1800 for that, so we would cover $900. 

  Customer Answer

  Date: 03/27/2024

  Complaint: 21461992
  
  I am rejecting this response because: This is NOT what Cal (the manager) at the time promised us. We do not want modifications to the vehicle as our vehicle warranty will reject any future claims on modifications to the vehicle. We want Vandergriff Acura to replace the side boards as promised when we were refusing to sign the contract. 
  
  Regards,
  
  *********************************

  Business Response

  Date: 03/27/2024

  The We-Owe states we would check the running boards, which we did do. The We-Owe is what we are going off of. The general manager is agreeing to replace the running boards with the regular ones (non-powered), or pay half on powered running boards. This is all we are willing to offer.

  Customer Answer

  Date: 03/27/2024

  Complaint: 21461992
  
  I am rejecting this response because: ***************** contacted my husband on Saturday, March 23, 2024 stating that he would replace the original running boards with original automatic motor as we requested. The conversation was witnessed by a 3rd party. 
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:02/06/2024

  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 vehicle on January 22, 2025 from Vandergriff Acura in Arlington *****, as soon as I drove off the lot about 5 hours later the service engine light came on , I took the vehicle back the next day , they gave me a rental and took the vehicle to ******** to be checked out, I purchase a warranty and they refused to repair vehicle because they said that *********** Acura had the vehicle in to be looked at in November and knew that the head gasket was blown on the vehicle and did not have it repaired and sold it to me any way ,

  Business Response

  Date: 02/13/2024

  Upper management was made aware of this situation and we have addressed it. The customer was backed out of the car deal. 

• Initial Complaint

  Date:01/15/2024

  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 purchased a vehicle on 9/18/23. Listed at a price of $37,999 on the dealers website and also on a third party page truecar.com for the same amount of $37,999 . But cars sale price was changed to $44,006 prior to any sales tax or fees. No service was performed or accessory's added to suffice for the additional $6,007. Deal # ****** and stock number # KZ136129. Advertisement was showed same day 9/18/23 of the sale to *****************************, especially because the vehicle was not on display they had to bring it from the backroom. It did not even have a window sticker, was told it was a new arrival. The current contract has a date of 9/26/23 because the interest rate had been lowered, original sale of the vehicle was 9/18/23. Provided copies of both contracts in the attachments , they have the same sale price just different APR rates. I am seeking a refund on the additional $6,007 and the sales tax charged on this additional amount.

  Business Response

  Date: 01/15/2024

  ************,

  I pulled your deal to look at the original pencil that you signed outlining the selling price of the vehicle and any dealer adds. I will attach it below. The write up that you signed shows the price of the vehicle at $37,999 as you mentioned. The Dealer adds were $4,472 bringing the price of the vehicle to $42,471. This matches what was on your Purchase Agreement. You purchased Club Plus for $1,535 as well. Added up this all brings you to the $44,006. 

  I've reviewed all of the documents in your deal, and you signed all of them which outlined these terms. We will not be able to offer a refund.

  Customer Answer

  Date: 01/16/2024

  Complaint: 21145048
  
  I am rejecting this response because:
  In regard to the file attachment (**** PENCIL) it was showed to me one time in the showroom. But from there on I never saw it again or received a copy, hence the reason I couldn't confirm what I was been charged for. From this same paper with the charges of added accessories, I have doubts if any of the dealer prep or installations was performed. The such called wheel locks $296.00 where never installed see attachments, nor was I given a wheel lock key. The window tint $399.00 was previously already equipped dating back to the original sale at classic Chevrolet from the vehicle report. And can clearly see it on stock photos at gowestautoauctions see attachment and can also see the exact same wheel nuts currently on the truck. And from the previous dealer family ****** see attachment you can see the tinted windows. These are ************* a can confirm that where not added here at *********** Acura, for the other I can not confirm unless provided with a invoice of work done or parts added. For the other attachment (**** BUYER ORDER) I was never showed this purchase agreement at any time there for it has no signature. For the **** PASS it was offered to me on 9/18/23 by *********************** but I declined. Not only after it was offered at no cost by *********************** the finance person if I purchased the *** service contract listed on the both sales contracts. Hence there is no mention or description on either the sales contract or the attachment (**** PENCIL) of the **** PASS. It is mentioned in the attachment (**** BUYER ORDER) witch was never showed or signed. 
  Regards,
  
  *********************

  Business Response

  Date: 01/18/2024

  We have issued a refund in the amount of $4,472 (dealer adds) which will go to the lienholder and be applied directly towards the principal balance of your loan.

  We will not be issuing a refund for the Club Plus. Here are the documents including the buyers order, and the Club Plus agreement showing your signatures, for your records. You are able to call MPP and cancel the Club Plus and the remaining balance will be refunded to the principal balance of your loan. 

  Customer Answer

  Date: 02/27/2024

  Complaint: 21145048
  
  I am rejecting this response because:

   It has been 41 calendar days, and the refund amount of $4,472 has NOT been issued by you Vandergriff Acura. I have called the lienholder and they have confirmed they have not received anything on your behalf. I did as you said and called MPP and cancelled the Club Plus. MPP has issued a refund of $1,323.94  for the Club Pass in 10 days. See image for refund issued 1/29/2024 by MPP. The refund of $4,472 you claim you issued on 1/17/24 is nowhere listed or applied.  
  
  Regards,
  
  *********************

  Business Response

  Date: 02/28/2024

  ************,

  I do apologize for the information you are receiving from the lienholder but unfortunately that information is not correct. We did in fact issue the refund check in the amount of $4,472 on 1/17/24. Here is a copy of the check. On our end the check shows it was cashed by ******************,your lienholder, on 1/23/24.  Our hands are tied as we've completed what we agreed too on our end and the lienholder did receive and cash the check. 

• Initial Complaint

  Date:12/05/2023

  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 leased the vehicle 8/10/2023 A few days later I noticed the Apple CarPlay lags, glitches, and disconnects randomly.Glitching-This means when I am listening to music, the track will sound like a scratched CD.Lagging- I cannot use the steering wheel or middle console to change the song. The buttons in the car will not work. Disconnecting randomly- I use my CarPlay for everything, including navigation. The Carplay will randomly disconnect while driving, so I have to either hold my phone to follow directions or attempt to unplug and replug the cord back in while driving, creating a significant safety hazard. I have addressed this issue with the dealership multiple times. I have taken it in to be serviced at least 3 times, and each time, they say they have done something to fix it. And other times they say they can't find a problem with the vehicle so I should get a new phone. I have driven with an Acura technician twice; the first time, I could not recreate the issues; however, on the second attempt, the technician observed the problems on my phone, my husband's phone, and his own phone. Despite following their advice and purchasing a new Apple Brand lightning cord, the issue persists. The problem is NOT my phone; it is the car. I am trying to get them to email me the documents and diagnostics they have, but I have had no luck getting them to do what they say they will do.Now that I am requesting a refund or replacement, I cannot get ahold of anyone, as if they are screening my phone calls. I have filed a claim with Corporate Acura and they also have not assisted me at all. I filed claim #******** over a month ago and have not talked to anyone on the phone about it since.

  Business Response

  Date: 12/22/2023

  Hi ***,

  Unfortunately the diagnosis is shown to be a corrupted file on your phone causing the issue. According to notes from the service director, the issue was unable to replicated once your phone was unpaired, and carplay worked with 3 different technicians phones perfectly. Once your phone was paired the issue persisted. We are unable to offer a refund or replacement.

  Customer Answer

  Date: 12/27/2023

  Complaint: 20962125
  
  I am rejecting this response because: The problem was recreated on a technician's phone. The problem is not with my phone, it is the car. If I have to come down to Acura one more time to PROVE that it is not my phone, I will, one last time. 
  
  Regards,
  
  ***********

  Business Response

  Date: 01/02/2024

  Hi ***,

  Here is what our Service Director ***** stated. He said "When we completely wiped the customer's phone from her car, as in the car doesn't know her phone anymore... We were unable to recreate the issue on any other phone. The moment her phone was paired back to the car, even not in use, the issues started happening again."

  Due to these reasons, we are unable to offer any other resolutions. 

• Initial Complaint

  Date:11/21/2023

  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 had my oil change at the service and after i got back i realized a oil puddle underneath the car. i went under the car only to realize that the drain plug was not securely tightened allowing engine oil to leak. i contacted service multiple times to no avail

  Business Response

  Date: 12/05/2023

  Hello **************,
  
  I have pulled our records for your service history based on your name and phone number provided, and the only vehicle I'm showing that you have brought to our dealership is a ******************************************** our dealership was July of 2018. Is this the visit and vehicle you're talking about?

  Customer Answer

  Date: 12/06/2023

  Complaint: 20901554
  
  I am rejecting this response because: yes, that is the car and I still havent heard from the service manager 
  
  Regards,
  
  *********************

  Business Response

  Date: 12/15/2023

  **************,

  /
  I do apologize that you were never reached out too by the service director at that time. We do have a different service director who would be happy to reach out to you to hear your concerns. As for the refund we would not be able to refund the service because its been over 4 years ago. I would like to offer you a complimentary oil change the next time you come in for maintenance.  

  Customer Answer

  Date: 12/17/2023

  Complaint: 20901554
  
  I am rejecting this response because: not satisfactory 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:10/23/2023

  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.

  My son was called by the dealership to come look at a car that they pre approved him for. However, when he got there...that vehicle had been sold. In an attempt to put him in a different car, he needed a cosigner. This car was more expensive than the previous one. He called me via facetime with his salesman ********* asking if I could cosign. I told both he and the salesman to pull my credit ONE TIME as I am trying to get a house. They both agreed and the application was processed. Then the salesman came back to my son discussing the car payments which were extremely too high and my son declined. He then said he would get with his financial manager to work some numbers and come back. Instead of that happening, my credit was ran an additional 7-8 times through various banks. I became irate and told them both I was on my way up there because this is unacceptable. Upon arriving, I immediately asked for an manager. Out comes ***** asking me what he could assist me with and I told him I need a letter stating I did NOT authorize them to pull my credit after the initial one because I am going to file a dispute and he said okay. He then returned RUDELY saying he wasn't going to do it because I gave him permission to pull it. That's when the argument occurred. I told him me authorizing 1 time does not give him permission to pull my credit as much as he wants, when he wants! Especially when it wasn't communicated! Not one time did the salesman say they were going to try other banks etc. I would've told them to run it without my information because of me trying to get a house. He began to threaten me with an attorney and filing fraud on my son and calling the police to ****** us out. I told him I could call the police as well because this is theft and I refused the service and left. I had never been so insulted, embarrassed and over talked like I was at this dealership. I called back to get his name and he again attacked me with attorney threats, so I called him rude & hung up

  Business Response

  Date: 11/04/2023

  Good morning *******,

  I want to apologize for your experience with our dealership staff. I have alerted their direct manager of your complaint and we will look into the incident, as well as coaching will be provided. Unfortunately, we are not able to get the inquiries removed from your credit report ourselves. You would have to file a dispute with each credit bureau and we will then be able to respond to the disputes. 
  

  
  

• Initial Complaint

  Date:09/12/2023

  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.

  On 9/31/23 31, I had an appointment scheduled at 9:15am to get my 2012 Acura TL serviced. At my request I wanted my Handsfree Link(***) disconnected. Upon my arrival I check in with *********************(he's the only other person who is familiar with this entire dispute) however at the moment ***** is still helping someone so the consultant to the left of ************ believe his name was ****** stepped in to assist me. He wanted to sign me in and I explained to him that it was important for me to find out where they would be disconnecting the *** from before I begin the service because I knew it was located under the gear shift and with the research I did before bringing my car in it was very common for the *** to be located at the top by the sunroof switch but on the 2012 TL it wasn't located at the top. I just wanted them to reassure me that it would be disconnected from under the gear shift. ****** immediately says its at the top, then I say please could you let me speak to the service tech and ask him where he would be disconnected from. ****** went to the back, ***** is still busy ****** comes from the back and says "He said its going to be disconnected from the top". I said please no It's not at the top. ***** then ask what's the problem. I told him the same thing and that's why it was important to me that I brought it to Acura I researched this information for over a month I knew exactly what I wanted. ***** assured me that they would come speak to me to have a seat. No one ever came I decided to trust the process and trust the dealership I receive a text I go to my car I see that the top of my car was ripped. I immediately asked where was it removed from they said under the gear shift then I ask well why is my topped ripped. ***** got his Manager *********************** we went back in forth. that was going no where so I left and followed protocol for a complaint. *************** contacted me offered for me to pay half to repair. I declined and never got a response from *******************************

  Business Response

  Date: 09/13/2023

  Hi ******,
  
  I have researched your complaint.  I understand you are concerned with the rip near your headliner. Even though there may have been some confusion initially about where the repair would be performed at in the vehicle, we had our team leader and Acura certified technician perform the repair according to Acura specifications. We had the repair procedures printed before beginning any work on your vehicle and the procedures show that we had to remove the lower console to get to the part, which is what we did. We did not perform any work near your headliner.
  
  As a courtesy and a goodwill gesture, we offered to pay for half the cost of an attempt to fix the headliner which was already ripped upon coming into our service department. Unfortunately we can not offer anything more. 

  Customer Answer

  Date: 09/13/2023

  Complaint: 20589563
  
  I am rejecting this response because: I have pictures showing where my car wasnt ripped. I also asked them to show me prior to the service being done to show where they would be removing from and they never confirmed it. I feel like because Im a woman they didnt listen to me and over looked what I asked. I had an employee tell me twice that they were removing from the top. I feel like they went in at the top first saw it wasnt there and then located the correct area. Its sad that I trusted this dealership with my car and they damaged it and are denying that it was done there. If my car damaged before I came I wouldve accepted the discounted price. I only came to an Acura dealership to get my car taken care of properly not to scam a dealership. 
  
  Regards,
  
  *****************************

  Business Response

  Date: 09/14/2023

  Hi ******,

  Our team leader and Acura certified technician completed the repair according to Acura specifications that were printed prior to preforming it. There was no work done on or near your headliner. We are only willing to cover half the cost of attempting to fix the headliner as a goodwill gesture. We will not be offering anything more. 

  Customer Answer

  Date: 09/14/2023

  Complaint: 20589563
  
  I am rejecting this response because: prior to this service your technician expressed to me twice that they would be working from the headliner. No on came out and told me anything different. If I was responsible for the damages you offering me half price would be acceptable if I had caused the damages. Its not fair to not be accountable for damages your company caused to my vehicle. I work everyday and I have no problem paying for repairs to my car but I do have a problem with a company I trusted to do the right thing and now this. Its unfair and its insulting. Im not sure what your investigation consisted of but apparently its not accurate because I know my car wasnt damaged before I came in and Vandergriff Acura is responsible for the damages to my headliner. Im not going anywhere until my car is repaired by the company responsible. Its the principle at this point and its ridiculous that I have to go back and forth about something I know happened at this facility. The picture above is my headliner before I came to the dealership I sent it to a friend of mine to explain why I was coming to the dealership. Ive only owned the car for 2.5 months. No one has ever did any work on my car. Ive only done a diagnostic which came back clear of any problems. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:06/21/2023

  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 30, 2023, I purchased a 2015 Corvette from the dealership. On the drive home, the Air Conditioner was not working well and the transmission was having issues. I emailed my salesman when I got home and the next day he responded saying bring it back and let them look at it. I told him it is a 2 hour drive and certainly other arrangements could be made, but they were not helpful I was told on 3 occasions that the General ****** would call me, he never did. The finance director ran through the signing of the contracts, wet signatures, and forced an extended warranty on me. Seems odd that they do not use electronic signing at first, but now that I have discovered that they added over $4,300 in extras that were never done. The dealership added Nitrogen in tires for ~$249, but was never done as the tires were at LF 28PSI, RF 24PSI, LR 24PSI and RR 26PSI. They claim to have applied ceramic coating for ~$1095, but the water does not bead as it should with real ceramic coating and parts of the finish definitely have never been touched and finally an outrageous $2899 for dealer prep. ****** refuses to defend the charge and this is absolutely outrageous. I am demanding a full refund of the fraudulent charges to me personally. I know they did not do any of the items they claim as the service record on the car at the dealership show nothing. They did nothing on my trade, it went straight to the lot for sale. I was tracking the trade via the app and it never went to service. They also claim to have rotated the tires; you can't rotate Corvette tires. I emailed the ** several times, but have yet to be provided any information. I want a refund of the $4,243 refunded to me immediately.

  Business Response

  Date: 06/26/2023

  Hello *****,

  We do apologize for your experience with us. We would like to take a look at the A/C to see about getting it fixed, but you would have to bring the vehicle back to us for that. As for the extras you mentioned, they were outlined in the negotiations pencil that you signed. I will attach that for your review, however as a goodwill gesture we would be willing to refund $1344 in total. That would cover the $1095 for the ceramic coating, and the $249 for the Nitrogen in the tires. The $2899 is our flat Dealer Prep Fee for a pre-owned vehicle and will not be refunded. If you can provide a mailing address that you'd like the refund check sent too, I will get it in the mail as soon as possible. 

  Customer Answer

  Date: 06/26/2023

  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. I need to know who to contact to get the refund check for the offer in the response. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:05/22/2023

  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 took my truck in for service, they offer first service when you purchase with them. I took my truck in on 4/27/23 after getting my truck back the passenger mirror was busted. I let them know of the damage they said they would look into it. after roughly 2 weeks they got back to me that they ordered the new mirror, I asked if it was OEM I was told they had to check and would let me know. this was coming from service manager ***********************, he never called me back, he passed me off to a service advisor. When I spoke with the advisor I asked if it was OEM, they did not know, I showed up for the replacement they brought the mirror out but would not bring out the box. They put on an aftermarket part after breaking a factory part. this is a cheap aftermarket part that does not match. All i want is the correct part installed

  Business Response

  Date: 06/01/2023

  **************,

  After reviewing camera footage we were unable to find evidence that this damage happened at our dealership, and because it was a crack on the housing case of the mirror, it was not noticed by our team prior to taking your vehicle for service. However, as a goodwill gesture we agreed to replace the mirror as a courtesy. We do apologize that it was not communicated up front that it would be an after market mirror, but we installed a mirror that is specifically manufactured for your vehicle. Can you provide pictures of the mirror not matching the other mirror?

  Customer Answer

  Date: 06/01/2023

  Complaint: 20090918
  
  I am rejecting this response because: it was more that just a cracked housing as you can see from the pictures attached. this new aftermarket mirror has blind spot management that my truck do not have making a noticeable triangle in my view. At this time if you cannot provide a MPI then you are liable for any damage. you can see from the attached pictures. I am also request that this be replaced with an OEM mirror by a Ram certified tech as my truck has already been damaged by an Acura tech. The truth in lending and it being illegal to ask for a down payment will be a different complaint.
  
  Regards,
  
  *********************

  Business Response

  Date: 06/02/2023

  *************,

  The triangle is to alert you when a vehicle is in your blind spot. I understand this is different from your previous mirror. Since the rest of the mirror functions and matches the other, we will agree to replace ************** on the mirror to one that does not have the blind spot monitoring. The new glass will be aftermarket and installed by a certified Acura Technician. It will function just as the *** one would. This is all we will be offering at this time. Please let me know if this works for you, and I will see when we can have it ready for install. 

  Customer Answer

  Date: 06/02/2023

  Complaint: 20090918
  
  I am rejecting this response because: the glass is not the only issue. This mirror is not as sturdy and the *** mirror like I showed the service advisor. It take about 2 lbs of pressure to take this mirror off of the stopper and has alot of play when not on the stopper compared to the ***. 

   

  how would you **** you take a vehicle you purchased in and have it damaged and not replaced with good parts. Would you be ok with this?

  with out you have it on inspection. After showing it was more than just a crack in the housing *********** is liable for the Damage. If you are not going to fix this correctly i guess my next step will be filing a complaint with the Attorney General 

  I have messages with the service manager asking if it was *** and him saying he would check and get back to me, he never got back to me. I made it clear that it needed to be an *** mirror and everyone tired to hide that fact that it was an aftermarket part that does not hold up as the ***.

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