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:03/27/2023

  Type:Order 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.

  This is concerning a car purchase. After a week of back and forth we had agreed on a deal. I travelled an hour to the dealership, only to be called by the salesman as I am pulling into the dealership stating that there was a problem. The agreed upon deal was now only available if we put another $700 down. When we stated that we needed time to think about it the salesman's boss threatened us to sign now or the entire deal would be voided. I do not understand why the boss (*************************) was so angry that we wanted time to think about it. We found out the next day he had completely pulled the entire deal.

  Business Response

  Date: 03/27/2023

  Hello,
  The $700 down that we requested was because the initial pay off for your trade that you provided was $700 more then when we pulled the payoff from the lender. It was explained to you that due to difference, you would need to put down the additional $700 as we were not going to cover that. However, we did agree to lower your payment to eat some of the interest from the difference in the payoff amount. After we had an agreement on these terms, we explained to you that both your wife and you would need to sign the contracts since she was to be on the loan and we could not get the deal done with just you on it. You requested to sign the contracts for your wife, because she was not present, and we explained that is against the law, and we could not allow that. We explained to you that you could sign for your part that day, and then your wife can come in to sign her part on Saturday and then you guys can take the car. Once you contacted your wife, you explained that she wanted the car that night even though she was not with you to sign. When we declined to do that, you got upset, and left. We were losing quite a bit of money on your deal to get you to the payment you needed to be at, and continued to try and work with you, but after you left because we were unwilling to engage in an illegal act, we decided to no longer do the deal with you guys. Since contracts were not signed and completed, we are under no obligation to offer a deal.

  Customer Answer

  Date: 03/27/2023

  Complaint: 19850569
  
  I am rejecting this response because:

  The response you gave is only part of the issue. We agreed to said amount and were good going forward. It was when we requested to come in and complete the deal on Saturday that the salesman's boss became frustrated. Please do not act as though I was trying to do something illegal. I sim ply asked if I could sign for my wife as we are equal partners in regards to the vehicle. I was not aware it could not be done that way, but in no way was I trying to get you as the seller to do something against the law. I realize that Vandergriff was willing to help us get into the vehicle by offering a little more for our trade. That is why we were willing to add money to the amount down that we had previously offered. Here is what is at the heart of the issue. When we asked to come back on Saturday to complete to deal I was met with aggression by **************. For whatever reason he wanted me to sign the contract right then. I felt that maybe I was being put into a situation that was not right for us so I asked to wait until my wife and I both could come in. I thought everything was good at that point. Imagine my surprise when the next day **** tells me that they pulled the deal, and can give no reason as to why that happened. We are good customers. I am on my 4th ***** lease and my wife had 2 *****s before the Jeep that we are trying to trade in. I do not understand why you as a dealership would let this entire deal and possible future deals go bad over the actions of an aggressive finance guy and the confusion on our part from lack of information. I as well as my wife still want to buy the vehicle, we just wanted the deal that we were offered on last Thursday prior to me leaving ($609/month with $1600 down). Is this something we can put behind us and complete the deal or are you not willing to sell us the vehicle? Thank you for your time.
  
  Regards,
  
  *******************************

  Business Response

  Date: 03/27/2023

  I have spoke to our General Manager and explained the situation. We do apologize for your experience and he has agreed to go ahead to do deal at a $609 payment/$1700 down. Our General Sales Manager ******************* will be reaching out to you to proceed.

  Customer Answer

  Date: 03/27/2023

  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.
  

  Thank you for helping us through this. 

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

• Initial Complaint

  Date:02/02/2023

  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 purchased a 2020 ****** Highlander from this business with an extended warranty that was to cover all issues with the exception of belts and hoses. I normally do not buy the warranty but I really wanted the warranty that would cover any computer related issues with this car. I was told that was the warranty that I had purchased. This is not the case. This business has refused to take responsibility for this misrepresentation. I specifically ask if the computer components were covered with the warranty sold to me. This is not the case.

  Business Response

  Date: 02/03/2023

  Hello *************************,

  I understand you're not satisfied with what the extended warranty covers, and I also understand that you were told it would cover computer related issues. I'm unable to verify what was said to you regarding what the warranty covers, but to make sure we are giving the correct information to customers going forward, we will use this as an opportunity to go over additional training with our employees on the warranties we offer. I can tell you that if you're not happy with the warranty, you are welcome to cancel it and the refunded amount will go towards the principal balance of your loan. The number to do so through MPP would be **************. The 2020 highlander you purchased was a pre-owned vehicle and therefore sold as "as-is". We were not aware of any issues with the blind spot monitoring system in the vehicle while it was at our dealership. Unfortunately, we are unable to cover the repair cost for this. 

  Customer Answer

  Date: 02/03/2023

  Complaint: 18968108
  
  I am rejecting this response because:
    I was told by the finance person that my warranty would cover any computer issues. I was not going to buy an extended warranty and this is the only reason for me to have bought the warranty.  I had a 30 minute discussion with the finance person about how newer cars have a lot of computer components.  I have also filed a bait and switch complaint with the **************** of ***** Vehicles.  The fact that they can so easily lie is unreal.  They know that they are in the wrong but wont admit it. 

   

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

  
  

  Business Response

  Date: 02/07/2023

  I do apologize for any miscommunication with your finance manager. The only thing we can do to help would be to cancel your warranty and you will receive the refund towards the principal balance of your loan. You're welcome to cancel the warranty by calling the number provided or we can cancel it for you. If you'd like for us to cancel the warranty, you'd need to come into our dealership to sign a cancellation form. 

  Customer Answer

  Date: 02/09/2023

  Complaint: 18968108
  
  I am rejecting this response because: There was no miscommunication. Your finance person told me everything but the rubber was covered by the warranty that I was sold. That was  a lie.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:01/03/2023

  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.

  The sales department of Vandergriff Acura is evil. They took advantage of me and lied in every aspect of our deal. I was trading in my Acura ILX 2018 which I paid $280 a month for. They brought back a quote of $550 for 72 months and I said no. No explanation just a firm NO. They asked if I would do 75 months and again I said NO. I said the only way I would leave here with this ***** Civic was if they gave it to me for $380 a month WITH gap insurance for 72 months. He had me initial after I verbally said that UNDER THE 72 month column and came back with $387. Mind you this was ALL under the 72 month column. Upon reviewing my contract I was informed that it was changed to a 84 month buy!!!! When I specifically said I would not extend to 75 months WHAT made them think it would like 84 months?!! When they shook my hand to thank me for buying I asked for the second key and they said sorry we dont have one but you can buy one for $700 why wasnt this information given prior to purchase? When I got home the tire pressure light turned on but all tires were filled. My dad noticed one tire had a gash in it so we took it back to get it taken care of. *** (sales manager) said hed put the CHEAPEST ONE POSSIBLE. And claimed the tire didnt exist so he couldnt give me the same high quality tire. He laughed in our faces when I said he sold me a faulty tire. He laughed when I told him he purposely sold me a car he KNEW had a sensor issue with the tire pressure light AND secretly added an entire year to my purchase when I told him LOUD AND CLEAR I ONLY WANTED ******************************************************************************************************************************* to make sure *** was being truthful. He is a liar and the way they do business there is unethical. They never gave me my copy of the 72 months I initialed and when I asked to just get my Acura back they told me they were not willing to talk to me because I was frustrated.

  Business Response

  Date: 01/13/2023

  We apologize for your experience at our dealership and for the way *** spoke to you. We have taken steps with all of our managers to ensure that they remain professional during negotiations with customers going forward. Regarding the second key, unless a customer is buying a certified vehicle, a second key is not guaranteed if it was not traded in with one. This is normally a standard practice so it is not always said beforehand. However, our general manager ************* personally spoke with you and listened to your concerns and as a goodwill gesture he provided the second key free of charge. As for the term of the loan, you signed and agreed to the 84 months on your contract, so we cant modify the loan as it is funded through your bank.

  Customer Answer

  Date: 01/13/2023

  Complaint: 18664209
  
  I am rejecting this response because:

  I initialed and agreed to 72 months at $387. I would like a copy of that initialed paper as I have contacted vandergriff directly about 5 times and have left my name and number and no one has returned my call. I will provide a call log if needed. I left messages for finance to send me a copy of my contract as nothing was given to me that day and no one has emailed me a copy of anything. On top of that, I was told my Kal that I could not have a payment for two months and they would handle paying off my other loan. I was charged $290 for my old car on Jan 1 a week after trading it in so I called vandergriff to let them know (no one returned my call.) Acura Financial says they will not issue a refund for that payment because Vandergriff sent what was owed AFTER my Jan 1 payment. My new loan payment is due Jan 25. So where exactly are those two months of no payment that *** was talking about? 
  
  Regards,
  
  *******************************

  Business Response

  Date: 01/16/2023

  I went through your car deal and I dont see a piece of paper where you initialed and agreed to 72 months. However, I do have a copy of your initialed and signed contract agreeing to your monthly payment, length of loan,and first payment date. I will attach a copy of that contract for your review with the above terms highlighted. It's important to review the contract prior to signing so you are aware of the terms of the contract. We do not have access to any customers automatic drafts that are set up with a lender for their traded in vehicles.We would not be able to stop an automatic draft. The customer would be responsible for putting a stop to the payment before it is drafted in the event that they are trading out of it. We did send a payoff amount of $10,900 for your trade. You can contact your lender to see if you are owed a difference from them since they drafted the payment. If you are, they should send you a check with the refund amount.

  Customer Answer

  Date: 01/17/2023

  Complaint: 18664209
  
  I am rejecting this response because:

  I dont think you understand. If you cannot find that paper then you are admitting you got rid of it. **** and *** both know I initialed where it said 72 months. I will be reporting you since you are now saying you cannot find that paper. The point is, you all took advantage of me thinking I was getting a 72 month contract. I already called Acura Financial and they are not sending me a refund check because YOU sent payment after my draft. When *** AND **** told me not to worry about anything and that my payment will stop that day. I called requesting ALL forms (including the one I initialed for commitment like *** stated) and I still dont have an email with said forms. 

  I will report you to the txDMV and Acura client relations and move forward with action  if you do not change my loan to what I was made to believe it was and what I initialed for. 

  $387 for 72 months. 

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

• Initial Complaint

  Date:11/17/2022

  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.

  11/04/2022. I received a email from ******************* about a 2008 Chevrolet Silverado that I was pre approved for. with a down payment of 2000.I just needed to contact the dealership Vandergriff Acura I called and spoke with ******************* he started that the truck was no longer available,but he has another one for about the same price.The truck had to have to be checked out and a windshield installed. If I was interested I would have to come put a down payment on it but it wouldnt be available until Tuesday 11/07..It would also not be around if I didnt come today a put the down payment. I went and met him that day to put a down payment on the truck.The truck was priced around 10,000.I explained that I was looking for something like that so I could pay it off and eventually upgrade.We went inside and he spoke with the finance guy. I was told that I would be better off in something ten years newer. I filled out the paperwork for them to check my credit and I was asked for check stubs. I told ********** received direct deposit and I didnt have any. I have my bank statements he said that would work and he allowed me to use his computer to access my bank account and I sent him my statements. I was later taken to a 2016 **** F-150 and asked would I want that . I said yes as long as it is the same down payment I was told yes and I signed all the paperwork and I was told that I could take the truck it was mine and a few days later the truck wouldnt start so they came to my job and got it.They had to reprogram the key. The following day I was told that my truck was ready to pick up. I got to the dealership and was told I couldnt have it because the bank wanted paystubs.. I contacted my boss and he emailed me the canceled checks from the direct deposits. The truck was released to me .A week later **** said the Bank denied funding and to bring the truck. I was promised a different vehicle just bring truck back. I did and I left the dealership walking and no money .

  Customer Answer

  Date: 11/17/2022

  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,
  
  *********************** I see the message but That is my main issue they said they would get me into another vehicle and they didnt and they have never given me my money back. The truck they put me in was the one they chose for me and I told them when we first talked that I didnt have check stubs and I was told my bank statement would work and the sales man **** let me use his computer to access my account and send him my bank statements and I then signed a contract and paid them a down payment of **** dollars and left in the truck. I was told a week later about the check stubs. I never got hostile I sent a message saying it wasnt right to do me this way that I didnt ask for the truck They picked it for me. I just want my money back Im in bad shape because of them I have no way to work. Im going to lose my job. I never asked them to get me a truck like that. I just dont understand why they wanted me to sign a contract for a truck like that and take my money .When all they had to do was tell me that they couldnt do anything for me when I called them on the phone. I live a hour away from them I didnt contact them I was sent a email from west lake saying I was approved for a truck that they had and then I contacted them about that truck not all this other stuff.

• Initial Complaint

  Date:10/27/2022

  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.

  On the evening of 10/13/2022, at around 7:40pm, I visited Vandergriff Acura to look at an 2023 Acura Integra. I had emailed them earlier in the day to express interest in a vehicle and planed to stop by after work. When I arrived, I walked the lot and looked at the different colors of the vehicle that were parked in front all lined up. I saw a vehicle that I really liked (Integra with gray exterior and red interior). The rep that I emailed earlier (*************************) was gone for the day. I walked up to the building and begin speaking with another rep *********************** and pointed to the vehicle that specific car that I was interested in and stated I would like to move forward with the purchase process. We sat in his office and talked numbers. Once we had an agreement, I begin completing paperwork. I completed a credit application and signed other documents related to the vehicle. I brought up a concern about not seeing the vin number for the car so that I could plug it into my only auto payment calculator and **** stated that the vin number shown on the paperwork was a "dummy vin" and not to worry it's used by the finance department for approvals. I continued with the process and including signing more document and even submitted my insurance documents. Once I had submitted ALL required paperwork (and spent over an hour inside the dealer office), ********************* came up to me and stated that the vehicle I had pointed out and applied for had been sold 3 months ago but he did have a car in the same exterior color (different interior) coming in soon. There was no apology, and I discovered that the *** number that was on the paperwork I signed was not a "dummy vin" but in fact the *** number of the vehicle with a different interior color that was in transit. There were many opportunities to tell me that the vehicle I had selected and asked to purchase was sold, including when I pointed out the discrepancy with the *** on the paperwork I was completing. Instead he waited unti

  Business Response

  Date: 10/28/2022

  We do apologize for the inconvenience and experience that you had with us. The salesperson and finance person did not know why the *** wasn't showing in our system so they input another *** to get the deal put together so they could start negotiations with you and give you the details on financing. The car wasn't supposed to be on display because it was sold, but it was mistakenly put out there leading our sales team to believe it was available to sell. Unfortunately, we do not have the ability to take away the inquiries on your credit report. You would have to dispute those with the credit bureaus, and then we will respond to the dispute with them.

  Customer Answer

  Date: 10/28/2022

  Complaint: 18321533
  
  I am rejecting this response because:

  The sales rep did not use a dummy vin. He used a vin of the car he was actually trying to sell me. A car that I did not agree to purchase. This was deceptive practices and a better resolution than the car was sold l will have to be come to. My credit was ran and impacted under false pretenses.

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