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:06/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am filing a formal complaint against Hiley Acura of Fort Worth for deceptive practices, misleading communication, and failure to address a serious warranty issue.On May 24, 2025, I brought in my 2023 Acura Integra with photo evidence of a passenger-side CV axle grease leakblack grease clearly visible in the wheel well and fender. Despite this, the dealership claimed no issue was found. The photos they sent were blurry or from the wrong area, and after five days of silence, I called and received conflicting statements: first denying grease, then admitting some, then blaming the roaddespite the pattern clearly matching a CV boot failure.The video they provided did not show the CV axle or boot, only the fender. My car has now been at the dealership over a week with no reinspection or resolution. I had to rent a trailer and drive 3 hours in harsh weather to drop off the car. Im pregnant and was forced to return home in a car with a possible safety defect. My safety was dismissed.I was also spoken over and gaslit throughout the process. As a graduate student at **** and a Texas state employee, I understand consumer protections.Ive saved 15+ one-star reviews showing similar patterns: warranty denial, blame-shifting, and lack of response. This appears systemic.I respectfully request:BBB investigation into Hiley Acuras warranty practices That this complaint be added to their BBB profile That Acura Corporate be notified Evidence available upon request as I cannot upload all of my documented evidence due to max document size is only 5 Mb and my documents surpass that.Sincerely,********* ********* ?? ************************* ************ Evidence available upon request as I cannot upload all of my documented evidence due to max document size is only 5 Mb and my documents surpass that.Sincerely,********* ********* ?? ************ ?? ********************** / ********************************

  

  Business Response

  Date: 06/02/2025

  Mrs. ********* brought us her vehicle stating that grease was leaking from the CV joint/boot.  We inspected the vehicle on May 24th and found no grease leaking from the CV joint/boot but could visibly see grease on the passenger side door and wheel well.  We sent the inspection video to client on the same day. We have time stamps of when our tech completed the video, when it was sent to client, and when client watched it.  We tried to upload the screen shot but it failed saying it was too large. Client believes we removed the CV join/boot to clean it and reinstalled it.  Client states that we did this to avoid a warranty claim, so we would get our bonuses.  This is beyond false as we're not bonused for not completing warranty repair, just as we're not bonused to perform warranty repair. A representative from Acura visited our facility per client's request to inspect the vehicle on May 30th and found no leaks coming from the CV joint/boot or surrounding area as well.  We're a franchise and we get paid from Acura to perform warranty repairs that are needed.  If a warranty repair is not needed, we have nothing to repair. Client picked up her vehicle on May 31st and took it for a second opinion.  ******* Acura inspected the vehicle and could not find a leak or tear in the CV join/boot, just as we couldn't nor could Acura's representative.  It does pain us to have a client not trust us and even more for them not trust their vehicle, but short of replacing/repairing something not needed, we're not sure how we gain trust in matter.  We do business beyond reproach and do not recommend repairs not need.

  Customer Answer

  Date: 06/02/2025

  To Whom It May Concern,
  
  
  Im responding to Hiley Acuras statement, which appears carefully crafted to minimize and obscure the actual issue I reported, while subtly shifting blame and presenting selective information to avoid accountability. The dealerships version of events directly contradicts its own communications as well as independent documentation from a second Acura dealership.
  
  
  1. Contradictions in Hiley Acuras Own Words
  I have screenshots and emails from both the General Manager and ***************** Manager at Hiley Acura clearly stating that no grease was found. However, when I took my vehicle to ******* Acura immediately after retrieving it, their service documentation stated that grease was in fact present and that it appeared the area had been cleaned prior to their inspection.
  
  
  This is not a minor discrepancyit is a contradiction that undermines the credibility of Hiley Acuras entire narrative. I have all screenshots and documentation of both statements.
  
  
  2. The CV Area Was Cleaned Without My Consent
  When I retrieved the vehicle, the entire area around the CV boot was visibly clean, despite the fact that I had never authorized any cleaning or service. Hiley Acuras response does not address this or explain why the area appears different after my visit. If no repair was done, no cleaning was authorized, and no issue was foundwhy was the evidence visibly altered?
  
  
  3. The Inspection Video Was Strategically Vague
  The inspection video sent to me conveniently avoids showing the actual CV boot or joint. It fails to provide a clear view of the area in question and instead captures broad or irrelevant angles. For a dealership supposedly confident that nothing was wrong, the video seems more intended to deflect than to clarify.
  
  
  4. The Acura Corporate Inspection Lacked Transparency
  The dealership claims that a representative from Acura inspected the vehicle on May 30 at my request. I was never contacted by this representative, not invited to be present, and was not given any documentation of the findings. This raises serious concerns about objectivity and process integrityespecially since I had an open case with Acura Executive Relations at the time and was expecting communication.
  
  
  5. This Pattern Reflects Evasion, Not Resolution
  As a customer, I came to the ********************** with a clear safety concern supported by photo evidence. What Ive received in return is a pattern of inconsistent explanations, denial of obvious changes to the vehicle, and conflicting records from within the same company. It is deeply concerning to be met with deflection rather than transparency, especially as a pregnant customer raising a legitimate issue.
  
  While I am not making accusations of tampering, I will say this: when a component of a vehicle changes appearance after an inspection and no one takes responsibility for it, that strongly suggests an attempt to remove or obscure physical evidence.
  
  I have documentation of:
  Time-stamped before-and-after photos
  Screenshots of dealership staff statements contradicting each other
  The second dealerships written assessment
  A full timeline of all communications and events
  
  I remain in contact with Acura Executive Relations (Case #*******) and will continue pursuing this through appropriate consumer protection channels, including NHTSA and the Texas Attorney General, if necessary.
  
  
  Sincerely,
  ********* *********
  
  
  

  

  Business Response

  Date: 06/03/2025

  1. Contradictions in Hiley Acuras Own Words
  I have screenshots and emails from both the General Manager and ***************** Manager at Hiley Acura clearly stating that no grease was found. However, when I took my vehicle to ******* Acura immediately after retrieving it, their service documentation stated that grease was in fact present and that it appeared the area had been cleaned prior to their inspection.  

  Hiley Acura: We have always stated that grease was found on the passenger side of the vehicle and after further review, the wheel well.  Where we didn't and never have found grease was the CV joint/boot, as it doesn't have a crack and is not in need of a repair.  The complaint from client was that the CV join/boot was leaking, so our certified technician inspected the CV joint/boot specifically and provided video. The point keeps being made by the client that we said no grease was found and by us saying that we tampered with the CV joint/boot.  That is 100% inaccurate as we have stated from the beginning that no grease was found on or coming from the CV joint/boot, therefore the grease on the passenger side and the wheel well and or wheel would have come from another source other than the vehicle, possibly from driving over something, but that is unknown by us.
  
  
  This is not a minor discrepancyit is a contradiction that undermines the credibility of Hiley Acuras entire narrative. I have all screenshots and documentation of both statements.
  
  
  2. The CV Area Was Cleaned Without My Consent
  When I retrieved the vehicle, the entire area around the CV boot was visibly clean, despite the fact that I had never authorized any cleaning or service. Hiley Acuras response does not address this or explain why the area appears different after my visit. If no repair was done, no cleaning was authorized, and no issue was foundwhy was the evidence visibly altered?

  Hiley Acura:  We absolutely did not clean the CV joint/boot or the surrounding area whatsoever and there was no evidence altered or to be altered. A crack or a puncture would have to present for grease to sling out of it and cleaning it would not fix the problem as it would continue to sling upon driving.
  
  
  3. The Inspection Video Was Strategically Vague
  The inspection video sent to me conveniently avoids showing the actual CV boot or joint. It fails to provide a clear view of the area in question and instead captures broad or irrelevant angles. For a dealership supposedly confident that nothing was wrong, the video seems more intended to deflect than to clarify.
  
  

  Hiley Acura:  The video can be paused to see that there are no cracks or punctures.  MPI and client complaint inspections are thoroughly done by our certified master techs prior to client videos.

  
  4. The Acura Corporate Inspection Lacked Transparency
  The dealership claims that a representative from Acura inspected the vehicle on May 30 at my request. I was never contacted by this representative, not invited to be present, and was not given any documentation of the findings. This raises serious concerns about objectivity and process integrityespecially since I had an open case with Acura Executive Relations at the time and was expecting communication.
  

  Hiley Acura:  An Acura representative did visit our dealership on behalf of the client complaint with Acura Executive Relations, and they will be in communication about their findings.  It was confirmed that there was not a failure on the CV joint/boot to incur a warranty claim.
  
  5. This Pattern Reflects Evasion, Not Resolution
  As a customer, I came to the ********************** with a clear safety concern supported by photo evidence. What Ive received in return is a pattern of inconsistent explanations, denial of obvious changes to the vehicle, and conflicting records from within the same company. It is deeply concerning to be met with deflection rather than transparency, especially as a pregnant customer raising a legitimate issue.
  
  While I am not making accusations of tampering, I will say this: when a component of a vehicle changes appearance after an inspection and no one takes responsibility for it, that strongly suggests an attempt to remove or obscure physical evidence.

  Hiley Acura: We did not clean the CV joint/boot nor surrounding area in attempt to remove or obscure physical evidence.  Again, the CV join/boot did not fail and did not need to be replaced under warranty.  The grease that was present did not come from the CV join/boot.

  Hiley Acura:  As with any complaint, we would like to have/give a resolution, but we're not sure how we get the client comfortable with their vehicle as they even had a second opinion with another Acura dealership. We do apologize for the experience that we have provider her and we always use complaints to train our staff to make sure we're constantly providing the experience that every client is owed.

  Customer Answer

  Date: 06/04/2025

  Complaint: 23399478
  
  I am rejecting this response because: Lol

  Hiley Acura claims the vehicle was not cleaned after we received it.
  Yet ******* Acura noted in writing that it looks to have been cleaned off. Thats not a minor discrepancy thats a direct contradiction.
  
  
  They also argue that if grease had come from the CV boot, it wouldve ended up inside the rim and all over the underside.
  Ironically, thats exactly what my original photos showed before the vehicle came back spotless.
  
  
  So either theyre denying evidence that already existed, or the grease somehow disappeared on its own.
  Either way, its not adding up.
  
  
  
  Regards,
  
  ********* *********

   

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my truck serviced for an oil change at Hiley Acura FW. The customer service was excellent, ******* is awesome! I proceeded home after the service was complete and noticed a sound coming from the front mid to right side of my vehicle. I have never heard this sound before but thought nothing of it. While driving with my husband later that day, the sound appeared again and he questioned it as well. I called the dealership the following morning and explained the situation. Over the phone, a service member said maybe something wasnt closed when they finishing the oil change and to bring my vehicle in to check the issue. Once I arrived, I was told to get in the passenger side so a mechanic can test drive my vehicle. I explained the situation, he proceeded to drive and he instantly said it was a wheel bearing issue and if I would like them to repair it for $1200. Once we got back to the dealerships service department, he continued to speak rudely as if he was shifting any possible fault from the mechanic who worked on my vehicle. He continued to say, its the wheel bearing and he hears a lot of things going with my vehicle. I declined the service to repair my vehicle and requested to speak to the manager. When attempting to speak to the manager, he looked at the service member behind me and he begins to laugh all while the mechanic continued with saying, I hear a lot of this going on with her vehicle. I felt so uncomfortable and proceeded towards my vehicle and left the dealership. Same years ago, I had another vehicle serviced at this dealership. An issue occurred and I was told by the same mechanic, that I should not own a vehicle that I could not afford to repair. I spoke with the service manager then as well. For that reason, I was hesitant on returning there for service. The mechanic and service manager are extremely rude with no regard for the customer. I will not return to this **********************. I will take my business to a mechanic that I can trust.

  

  Business Response

  Date: 03/06/2025

  We are very sorry to hear that Mrs. ********* experience was not above reproach, and we made her feel uncomfortable.  Attached, are our all the recommendations that we shared with her through our multi-point inspection process that also provides her a video.  This process and recommendation happened in current real time when she arrived for her oil change request.  She declined all recommendations and only agreed to have us perform the oil change. This is not uncommon and we're always happy to only perform the maintenance/repairs that a customer requests. As you will see on the recommendations from our certified technician, the noise/s, that she hears were already noticed by our team and repairs were recommended.  Her vehicle has obviously been very good to her as it has 270k miles on it, but with any machine that's being used at a high level, repairs are to be expected.  To believe, think, and or accuse our team of creating the noise that she describes from changing the oil is just not possible and yes, our team would share that with any client. If our team creates a problem during maintenance or repairs, they own up to it and we take care of it because we have that level of integrity, which keeps our business sustainable.  We will be happy to offer Mrs. ******* 10% off any and all recommendations that she decides to have us perform. 

• Initial Complaint

  Date:09/11/2023

  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.

  Date of Transaction: 09/07/2023Amount Spent : $6096.00 I had a car service in Hiley Acura fortworth recently and got the service done on 09/07/2023 evening. After the payment at the business closing hours, when I drove back home I came to know the steering wheel was struck and extremely difficult to move the steering wheel which started giving me pain on the body while driving. This put me in a dangerous situation and immense shoulder pain and stress to drive this vehicle in this condition. After spending $6000 on the service, the condition of the vehicle got worse comparatively than prior to service. Next day(09/08/2013) I approached the dealership via email, phone and in person to resolve the issue, but during my visit to the service Centre I was treated very bad by the service manager(*******************) and other 3 of their employees. I was literally bragged by them. In spite of looking to solve the problem of steering wheel, it was told to replace Tyres to solve vehicle vibration issues to add up additional quotations. When asked for the steering wheel, it was responded saying that is how it would be and left with no answer or response on that.

  

  Business Response

  Date: 09/12/2023

  We called client and requested that they bring the car in as soon as it was convenient for them.  They brought the car back within an hour of the call. **** our service manager drove their vehicle as did I.  We also had another clients car, similar body style on hand for client to drive as well. We then put his back tires on the front and the front on the back, as we've recommended new tires be put on the front for better drivability and his rear tires were in way better shape. In the end, client expressed satisfaction and even sent me an email sharing that.  I copied and pasted email chain below:

   

  Hi *****,
  
  Thanks for your help in resolving this issue in a timely manner.
  
  Really appreciate it
  
  Thanks
  Bala
  
  On Sun, Sep 10, 2023 at 11:04?PM B P <******************************> wrote:
  Hi *****,
  
  This is *******************************************. Please find Attached the car service document for your reference. 
  
  I need to bring this below compliant to your notice for the recent car service experience that I had to go through with Hiley Acura of Fort worth. I was a customer for ********************************************* for past 6 years and getting service done only in your service centre.
  
  
  Date of Transaction : 09/07/2023
  Amount Spent : $6096.00
  
  Recently I had a car service at Hiley Acura Fort Worth on 09/07/2023 for A14 service code. 
  The car was in excellent running condition apart from Battery issue prior to the service. 
  Picked up the vehicle after service completion by paying $6096 in total at 5.30Pm the same day at the business closing hours. While driving back home I found the steering wheel was totally struck and extremely difficult to move the steering wheel and  it was dragging me in different direction which caused me severe shoulder pain while I was driving back home. This Vehicle Condition has put me in a dangerous situation, intense shoulder pain and stress to drive this vehicle in this condition. After spending $6096 on the service, the condition of the vehicle got worse comparatively than prior to service. Next day(09/08/2013) I approached your dealership via email, phone and in person to resolve the issue, but during my visit , I was treated very badly and humiliated by the service manager(*******************) and 3 other of their employees.The service manager least bothered to look into the core issue to resolve the steering issue.The Service Manager *********************** and technicians response was " that is how it would be" left with no answer or any further actions.The actual cause to the issue is that the technician replaced the steering pump the previous day which went wrong and was not fitted/worked properly by him. The same leads to extreme tightness in the steering wheel.Iam sure this steering issue is caused only after your technician replaced the steering pump. Imagine yourself being in the middle of the road when you find it hard to turn the steering wheel.I Am extremely disappointed with the service from Hiley Acura and the way they handle the customers.Now my MDX is not in a drivable condition and it's just parked in my garage.Can get the vehicle anytime soon for your inspection.I request your immediate attention into this matter.There was no proper response received at your service department to resolve this issue.I Am sure anyone at this situation would not going to leave this problem at ease.
  
  Please let me know how to proceed on this.
  
  Looking forward to hearing back from you.
  
  Thanks,
  ****
  ************

   

   

  Customer Answer

  Date: 09/18/2023

  Complaint: 20580511
  

  This issue is not yet fully resolved, I have communicated to Business with below email and I got a call from Business too, It was asked by Business to replace Tiers and come back to check on further issues listed below. I am in process of replacing tiers by this week, once it is done, will have this checked with Business.

  ---email communication---Start---

  Hi *****,
  
  Thanks for quick help on resolving the Steering wheel issue by your service team, I am now able to drive the car without getting pain in the shoulders.
  Based on the discussion with Service Manager and Technician , I am going to replace 2 tiers and come back to service center to check on the following issues:
  
  1. There are lot of noises and vibrations coming in the vehicle while driving
  2. There is a jerk happened while applying break
  3. There is a noise happening when applying break
  4. Louder noise in the engine compared to earlier
  
  Please note: any of these issues were not there before the service. My kids also started noticing these changes now and asking about those. 
  I have ordered the Tiers and would get replaced in this week. I would look for your help on resolving these issues.
  Thanks once again on your continued support.
  
  Thanks,
  Bala
  ---email communication---End---
  
  Regards,
  *******************************************

  

  Business Response

  Date: 09/19/2023

  The issues were addressed as he was satisfied stated in his email that I attached on my first reply.  He needed to put new tires on the front of his vehicle and he did just that.  When we changed the front tires (very bad and chopped), from the front to the rear of the vehicle and put the tires from the rear (very good condition) on the front, we told him the front of the vehicle will perform better, but the rear will have a vibrations and he will need to purchase new tires for the front. Client wanted to purchase tires from ****** and we're good with that. Client had the tires installed from ****** on 9-18-2023, and brought us his vehicle that same day.  He now complains of the brakes causing the vehicle to rock back and forth when he comes to a complete stop. We have shared with him that this is completely normal for all vehicles. We put him in a loaner vehicle because his new concerns are the engine now has a diesel sound and a rattle noise coming from drivers side front. One of the rattle noises he was concerned about, turned out to be his sunglasses in the sunglass holder and our service manager showed and shared that with him. We need to close this complaint as we are and have been in constant communication with client and his original concerns/complaints have been addressed and handled to his satisfaction per his original email back to us stating just that.  These are new concerns and we currently have the vehicle in our service department. We will be giving him an estimate for these today for him to review and decide if he chooses to move forward with new repairs.

• Initial Complaint

  Date:06/26/2023

  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 2/6/23 I took my Acura to Hiley for a repair. This is where I bought the car and have had previous repairs made. I also have an extended warranty and have used it with them for other repairs. Once a diagnosis was made I inquired about the warranty. The service advisor, *****************, said my warranty had expired. I paid $673.69 for the repair. I later looked up my warranty and saw that it had not expired. Several attempts were made to contact ** with no success. A call was made and another service advisor, ***************************, informed me that Al no longer worked there. After explaining the situation, ******** said she would talk to her supervisor. I later received an email offering me a credit for the amount IF I traded in my car and got an upgrade. This is unacceptable and a refund in the form of a check or a credit to my card which payment was made has been requested. Acura is ignoring me and the request.

  

  Business Response

  Date: 06/26/2023

  We reached out to client are making it right!  A refund will be credited to her original form of payment.