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:04/25/2025

  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.

  I bought a 2016 ****** 4runner that had scratch and dents at the moment of the sale person showed it to me. I verbally pointed everything that I saw and needs to be repair, in and out of the vehicle. The sales person pretty much said we fix it for you on everything that I pointed. The sell person offer me a delux membership that will take care of most of my pointed repairs to the vehicle.Well, the long short bad history started.I left the vehicle the day after I signed the contract. They took 21 days to get back the vehicle to me. Sale Manager, sale associate and services manager did not provided me with the right information.The charged $2495 for the deluxe menbership and the left the vehicle with scratchs and dents that the should be fix by the deluxe membership that the sold to me. They did a verry bad detailing overall the vehicle. Sales Manager started saying in from of the sale associate: "This is a 2016 vehicle". Trying to start a bad conversation. I did not fell good at all with the tone the manager was speaking to me so I left. I told them before I left. I will go and find another place to get my vehicle fix well.Something to get on my attention was that I requested mamy times the policy of the deluxe membership and they did not provided to my. I spoke with them with respect all the times but I don't think they did the same to me. I have emails, text massages and voice messages as ******** clear information provided, no future business ever ******** request is refun the full amount paid for deluxe membership.

  

  Business Response

  Date: 05/05/2025

  We have offered a resolution of bringing the vehicle in so we can address the dents and dings. When you are ready to bring your vehicle in please reach out to ***** ****** *****************************************

  Customer Answer

  Date: 05/05/2025

  Complaint: 23248783
  From: ******* Montero <*************************>
  Date: Sat, Apr 26, 2025, 3:12?PM
  Subject: Re: Customer Experience @ **********************
  To: ***** ****** <****************************************************************************>
  

   

  Dear, Mr. ***** ******

   

  Thank you for your prompt response. I really appreciate it. I accept your apologies.

  
  

  At this point, i can't goinng back to a business that didn't perform the work. I spoke many times with your employees in 21 days. No clear information provided by them.

  
  

  This is a simple resulution. You refund the money paid for the deluxe menbership, and I am able to go somewhere else to get it fixed the right way. Unfortunately, you weren't able to fix the vehicle, keeping the vehicle for 21 days after I signed the sale contract, with plenty of time allowed to do the work.

  
  

   We, can close this case in a simple matter: You refund the deluxe membership and you make the things right, like you mentioned in your email.

  
  

  Thank you for your understanding and taking the time to solve this matter. In other circumstances I would accept your proposal. Unfortunately at this point I won't be able to agree.

  
  

  Best regards,

  
  

  ******* Montero 
  

  

  Business Response

  Date: 05/16/2025

  We have refunded the customer

  Customer Answer

  Date: 05/19/2025

  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:10/29/2024

  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.

  Found a used ********** Arteon at the Tulsa Oklahoma dealer. I secured financing through my credit union for the purchase. I was informed by our credit union that they could not issue the purchase draft out of state however they could refinance once purchased and titled in *****. Grubbs Acura of Tulsa informed me that I was approved with no money down and that I could come the next day to sign paper work for the car. The next day, I drove 6.5 hours to get the car. Upon arrival they said that it was no longer no money down and that they needed 3000 dollars as a down payment. Upset, I called the Dallas/Grapevine location and they informed me that they could just transfer the car there. I went to Acura of Grapevine and purchased the car. The next day Tulsa Acura called to say they wouldn't allow the transfer of the car. Upset, I called the Grapevine Acura location and they said that wasn't true and that they will have the car transported. I paid 2000 as a downpayment to cover the taxes and the remainder was paid by my credit union. Three days later on the day to pick up the car, Acura of Grapevine called and told me that despite having a transport vehicle at the ***** location to pick up the car, they refused to let it go. Acura of Grapevine then told me the sale was off and that I had two other cars to pick from. Not wanting either of those cars, I have to get my credit union to get the financing draft back and waiting on my money paid towards the taxes title and license. ********************** did not cooperate with their sister location and the dishonesty in purchasing a car is horrendous.

  

  Business Response

  Date: 11/08/2024

  This has been refunded to the customer. 

• Initial Complaint

  Date:10/07/2024

  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 brought my car into Acura to check an issue with the timing chain tensioner. The dealership called me and said it was fine but I need to do preventative maintenance. I needed new spark plugs and new battery. I recently replaced both of these items. They said the battery is bad and it only reading at 100cca which it should be 640. I told them to switch out the battery but I wanted the old battery because I was going to take it back to ***** club for a refund. I paid $333 and when I went to ***** club they tested the battery in front of me and it measured at 679. The battery has been sitting in my garage for a week. It can't charge on its own. I have reached out and called numerous times in order to get a refund. My fiancee spoke with ****** the service director and he was rude and demeaning. He told my fiancee he's not going to talk to him because I'm not his wife. This was said after my a 45 minute conversation and my fiancee explained to him how to check for the part we came in for because they didn't. I've been calling, and calling and they leave me sitting on hold for hours. I will give them the battery back. They sold me something I didn't need and my car still is having issues.

  

  Business Response

  Date: 10/18/2024

  While the ***** club battery's voltage is okay the cold start is not. The video was shown to the customer who agreed she needed a new battery. I will attach the details. 

  Customer Answer

  Date: 10/18/2024

  Complaint: 22383128
  
  I am rejecting this response because: I was informed that I needed a new battery because my current one was bad. However, the image provided shows that the battery is in good condition.
  Additionally, I would like to understand how I can be certain that the video evidence pertains to my battery specifically. I trusted the dealership's recommendations when I purchased the necessary parts for my vehicle, and I would appreciate further clarification on this matter
  
  Regards,
  
  ******** *****

  

  Business Response

  Date: 10/23/2024

  In the video you can see the technician introduce himself in front of your car and proceed to explain the issue. Your battery had a cold cranking amperage of 490 and it needs to be at 640 which is why the new battery was suggested. The receipt also has your VIN on it. 

  Customer Answer

  Date: 10/28/2024

  Complaint: 22383128
  
  I am rejecting this response because: You mentioned that my 2018 Acura TLX battery had a CCA of 100 under the 640-battery spec (see attached picture). You recommended a new battery and spark plugs to help with the issues I was experiencing and to prolong the life of the timing chain tensioner, which was my original concern.

  
  

   However, I recently replaced both the spark plugs and the battery, but I did not have this done at an Acura dealership.

  
  

   I requested that my old battery be placed in my trunk, as I planned to return it to ***** Club. The battery was stored in my garage from September 27 to October 3. Upon returning it, ***** Club tested the battery and found it had a CCA of 679 (see attached picture).

  
  

   According to the Duracell website, a car battery's CCA cannot increase when removed from a vehicle; it typically decreases over time due to self-discharge, particularly under extreme temperatures. The fact that the battery showed a higher CCA after sitting for a week raises concerns.

  
  

   Additionally, I've attached a picture of the tire pressure readings from Grubbs Acura, which were uneven when I received my vehicle. This further diminishes my confidence in the services provided.

   

  Also please explain the correlation between a battery/spark plugs and a tensioner pulley? 

  
  

• Initial Complaint

  Date:09/23/2024

  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.

  Purchased a new car Sept 18th, 2024. When signing the paperwork, non of the financial info was presented to me except my monthly payment. When I got the paperwork I noticed a much higher price. I emailed and called to ask why I was being charged $11,474 more. It took 3 days for me to talk to someone and I'm still waiting for a call back. Unethical business practices and swindlers. How is it legal to charge someone when the person doesn't even know they are being charged

  

  Business Response

  Date: 09/23/2024

  We are in touch and have explained cancellation policies. 

  Customer Answer

  Date: 09/24/2024

  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:09/23/2024

  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.

  July 6th Acura MDX 2023 Tech Spec Precision Cert from Agent ******, **** *****, ****** $46k incl Luxury *************** Cert (Warranty)Precision Cert incl 100+ pts inspection; Luxury Pkg ($2.5k) incl scratch/dent fix for 90 days; Agents ************* committed to fix rocker ************ stains as part of Luxury Pkg Dispute: Took the new car back on 07/13 to fix agreed items (rocker ************ stains) ******/Will asked to take appt with Services and dropped car on 07/16 with Advisor ***. On 07/18, got SMS to approve charge for Alignment-Breaks-Fluid for the new car which was found "mistake". On 07/20, went to pick up the car but because **** ***** was not responding, they didn't fix rocker panel. They didn't fix stains, didn't replenish fluids & rather added more scratches -On 07/26, picked the car as the technician for seat stains was not available for 2 weeks & found more dents/scratches around the car Sales team (**** *****, ***** ******, ****** *******): - sold a fake precision-cert car without any advertised inspections & with empty fluids; - failed to keep the promise of fixing the broken parts (rocker panel, etc); - sold fraud Luxury Pkg (worth $2,500) which does not fix scratch/dents as advertised *************************** -damaged the car with scratches around the car body & declined to fix the problems or even show the videos of car mishandling in the shop; - fraud invoice to fix basics on 10day old precision car; -not doing basic fluid top-up after pointing 3 separate times **** ***** have been a scam sales agent with fake promises. He sold Luxury Pkg with fraud promises that does not fix any scratches/dents. When emailed ***** W, he did not respond. When talked in person, he was clueless. Service Mgr **** was the worst where he lacked basic manners or acumen to grasp the situation. He simply refused to fix even simple dents/scratches covered in Luxury Pkg. He didnt care to see the pics taken by his own team that showed his team's damage

  

  Business Response

  Date: 10/24/2024

  The Acura service manager ****** has been in contact with the customer and is getting the vehicle in our shop. 

  Customer Answer

  Date: 10/29/2024

  Complaint: 22316841
  
  I am rejecting this response because: Service Manager -***** is not in touch with me at all. He sent one email on Oct 24 and I responded to him immediately, but he has not replied at all. I have never spoken to ***** at any dealing with Grubbs dealership or *************** In his email he referenced some conversation which did not make any sense so this complain is still very valid and they have not done or agreed to do anything for resolution
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 01/16/2025

  ****** has reached out and reached out again today and left a message. Please confirm this is the correct number. 

• Initial Complaint

  Date:08/26/2024

  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.

  This dealership was a nightmare to deal with from the beginning. Their used car sales manager treated us poorly and made offers and then backed out and the salesman treated me like a criminal for expressing how I felt about it. The main issues though is that the dealer sold us a vehicle as a "Precision Certified Vehicle" which includes a list of benefits and warranties, which also cost an additional $2500 on top of the price of the vehicle. After we gave the dealership over $65,000 for this vehicle, we found a list of issues on our drive home. Here is a brief summary:-GPS not functioning -Compass working -Clock not working -Seat cooler not working -A/C blower erratic fan speeds -All of the previous owners personal information saved to the vehicle and accessible. All of these issues were items that were supposed to have been checked and verified as part of the certification inspection. I was forced to take it into my local dealer, because Grubbs is 3 hours away from where we live, to get these items addressed. The unresolved issue though, is the tires on the vehicle. Part of the certification specifically states that the tread depth must be a certain amount across the whole tread of the tires. I have proof that was not the case. The tread depth is well below the required amount outside of the center so the tires did not meet the requirement for the certification. The dealer is claiming that their photo showing it was at spec, which is only in the center, is enough proof and that they do not owe to replace the tires, which is ridiculous. I have already gone as far up the chain as I can and spoke to their Customer Relations Manager, ******* *******, who told me they are not willing to do anything to help resolve the situation.

  

  Business Response

  Date: 09/05/2024

  We have submitted pictures of the tires during inspection. The tread depth is CPO standard. The tires do not need to be replaced. 

  Customer Answer

  Date: 09/05/2024

  Complaint: 22188188
  
  I am rejecting this response because:

  The tread depths were only compliant in the middle of the tire. The certification states that it must meet the requirement of "5/32 across tread width" which none of them did. They were unevenly worn and did not meet the standard. There is no way that the tires were worn, and at different amounts also, varying from 12% to 20% on the worst one, below the required depth in only 1300 miles. That amount of wear takes much longer. I have consulted with the general managers at 2 different Discount Tire locations, as well as the experts at my local Acura dealer. None of them believe that is possible.

  Your photos showing the tread depth in the middle of the tire only does not prove that they met the requirement, or that your technician did their due diligence to make sure they did. Especially considering the list of additional issues the vehicle had, which are documented with my local dealer, that were supposed to have been inspected and verified as part of the certification that your tech failed to do.

  All I am asking is that you hold up your end of the deal and do what is right to make the vehicle compliant with the certification that you sold and we paid extra for.

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

  

  Business Response

  Date: 09/12/2024

  We have already explained that the tires passed *** inspection. We have sent all documentation and pictures as well. We consider this matter closed. 

• Initial Complaint

  Date:08/23/2024

  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 11, 2024, my wife ***** ****** brought in our 2004 Acura MDX to be serviced at GRUBBS Acura located in ************, with one of the significant repairs being for the rear AC system, which was not blowing air. The cost for this repair was over $1,200. Unfortunately, the repair was ineffective, as the rear AC ceased functioning again on August 6, 2024. Thereafter, I promptly notified GRUBBS Acura of the issue via text and scheduled an appointment to bring the vehicle back on August 19, 2024. Upon returning the vehicle, GRUBBS Acura informed me that additional diagnostic costs of over $400 were necessary which I refused to pay. Furthermore, after keeping my vehicle for several days, they requested my approval and an additional payment of over $1,600 for further repairs to replace another part related to the rear AC issue. After several communication attempts, my wife and I met with Service Manager **** ******** on August 22, 2024. Mr. ******** informed us that Grubbs would not honor a warranty claim under initial repairs and that I would need to pay additional fees to have the rear AC repaired. His rationale was that the current issue stemmed from a different part not originally assessed or considered during the initial repair. This explanation is deeply troubling, as it suggests a significant oversight in the original repair and raises questions about the quality and reliability of the service provided along with their commitment to good customer service. Consequently, I strongly believe that their refusal to honor the warranty and their imposition of additional charges for repairs directly related to the initial issue appears to be a violation of consumer protection standards. And their actions have caused an unnecessary financial burden and significant inconvenience. It is vital that businesses adhere to warranty agreements and that consumers are protected from unfair and deceptive practices. Thank you for your attention!

  

  Business Response

  Date: 09/02/2024

  The issue that was fixed is completely different from the current issue. The warranty applies to the issue that was fixed. 

  Customer Answer

  Date: 09/07/2024

  Complaint: 22186703
  
  I am rejecting this response because the original issue we paid to repairthe rear AC not blowing airwas not properly resolved. The initial repair failed within 30 days, clearly indicating that the problem was not adequately addressed. The current response from Acura - Grubbs, further demonstrates a lack of technical competence and service quality. Despite having my vehicle under your control for approximately two weeks, a thorough and effective repair was not conducted. I expect this matter to be resolved properly without further delay.
  
  Regards,
  
  **** ******* ******-******

  

  Business Response

  Date: 10/07/2024

  The first part that was replaced was the reason the ** stopped working, we replaced it and the ** continued to work until a different part went out. The second issue was a completely different part. There is no warranty.  

  Customer Answer

  Date: 10/19/2024

  Complaint: 22186703
  
  I am rejecting this response because: it seems Grubbs Acura is not interested in assuming any responsibility for an incomplete service and a warranty claim. As pointed, the rear AC not working was the issue that prompted me to bring my vehicle to Grubbs Acura, and after their service, the rear AC still did not function as intended since it ceased. I notified Grubbs Acura within 30 days of this issue, which indicates a direct connection between the repair performed and the continued malfunction of the rear AC system. While they are claiming that a different part is responsible, the fact remains that the rear AC did not function properly after the first repair. Therefore, I believe this is an issue of defective repair or incomplete diagnosis of all parts involved during the original service, for which I should not be held financially responsible. Consequently, Am I being completely unreasonable by requesting a proper resolution on this matter? 

  Regards,
  
  **** ******* ******-******

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2020 RDX in January (my 8th Acura!), and paid a premium for one that was a ***. The Grubbs team had two weeks to get any inspections, etc. completed before I picked up the vehicle on February 1st. Six months later, I take it to an Acura dealer for my first service (covered under ***) only to find out Grubbs forgot to register it as a ***. Multiple phone calls occurred over the next several days with ****** and ******, who also engaged ***** and ****, to try and get to the bottom of it. The first story was the *** inspection was completed but never entered into the system. The second story was an error in the paperwork by the ******************* The latest story is the fuel pump recall disallows updating the status to ***. I have also escalated and left email and voicemail messages for *********************** (GM) and zero response has been received. Crickets....So, I bought a *** Acura from Grubbs, paid a premium for it, only to find out that the *** status is canceled because of a clerical error at purchase. Meanwhile, the service that I purchased as part of *** is coming out of pocket AND my warranty is also suspended . In looking at online reviews, it appears that these *** errors occur frequently, where a premium is charged for a *** yet no benefits are extended in return. To some, it may appear that this practice is well beyond coincidence. Am looking to have my *** restored OR full payment of my *** premium refunded immediately.

  Customer Answer

  Date: 08/02/2024

  Better Business Bureau:
  
   

  I sent over a complaint against Grubbs Acura yesterday.  As luck would have it, they finally reached out to me today and are resolving my issue.  Please disregard my complaint and **** it as resolved. 

   

  Thanks, *********************

  
  

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ********** ES350 from this business in May. As part of the purchase and the "we owe" section of the contract I agreed to a $600 fee to have them fix the damaged bumper. After bringing the car back to the dealership they had not performed the repairs after an entire week had passed. Though the service adviser had told me they ****** the end I had to replace the entire bumper myself.

  

  Business Response

  Date: 08/11/2024

  We are investigating this complaint and will reach out to the customer. 

  Customer Answer

  Date: 08/16/2024

  Complaint: 22052234
  
  I am rejecting this response because:
  

  I have not received any correspondence from the business. 

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

  

  Business Response

  Date: 09/05/2024

  We performed touchups on the vehicles as agreed on. If you need further assistance, please feel free to contact ******* **********.

  Customer Answer

  Date: 09/05/2024

  Complaint: 22052234
  
  I am rejecting this response because:

  Grubbs Acura did not fix the issue, I did not pay $600 to "touch it up" I paid $600 for a fix that was not performed 

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

  

  Business Response

  Date: 11/12/2024

  If the customer provides a receipt that he has purchased/installed a new bumper before the date of complaint I will reimburse him the $600. It is very clearly stated "fix bumper" but I am willing to do that. Thanks

  Customer Answer

  Date: 11/13/2024

  Complaint: 22052234
  
  I am rejecting this response because:

  I am returning requested correspondence, attached is a PDF of the bumper order, photos of during the actual bumper replacement, and an unplanned sunset photo of the car taken at a later date with the slightly off-texture replacement bumper installed. 

  Also attached is a before picture of the bumper after repairs are alleged to have been completed by Grubbs Acura, clearly showing the bumper unfixed. 

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

  

  Business Response

  Date: 11/14/2024

  The service manager has agreed to reimburse the bumper charge. We have emailed the customer. 

  Customer Answer

  Date: 11/19/2024

  Complaint: 22052234
  
  I am rejecting this response because:

  Check has not been received yet, no rush, I just don't want the complaint to close before the check is received.

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

  

  Business Response

  Date: 11/19/2024

  Our accounting department is mailing the check. 

  Customer Answer

  Date: 11/26/2024

  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.

  Funds have been received and have cleared. I appreciate the BBB's assistance in this process and the resolution Grubbs Acura has fairly decided and commited to. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:02/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Dec 2023 we purchased a new 2024 Acura RDX from Grubbs Acura Grapevine.. In Jan some caution lights came on while driving. The earliest appointment available at Grubbs to have the car serviced, Feb 1. A technician didn't looked at the car until Feb 5. We were informed the millimeter radar wave sensor appears to have been tampered with so the repairs will not be covered under the new car warranty or the extended warranty we purchased. He then gave us a $1577 invoice for the repairs. When asked if the caution lights would come on immediately after being tampered with he said yes. I then ask him to explain why they came on while driving he changed his explanation to a possible computer logic delay. It is virtually impossible for that sensor to have been tampered with when the car was away from Grubbs. When we had possession it was parked in a locked garage, driven on very few errands, with most of the ***** miles driving to and from ********. The chances this damage occurred at Grubbs is much more probable.The car sat in the showroom and could have been tampered with at that time.We took the car to Grubbs to have the front license plate installed which is close to the sensor.The car was washed once at this point in time and that was at Grubbs. After getting no where with the technician for relief from the $1577 invoice we began a series of calls to various people at Grubbs. No one was ever available and we did not receive one call back after leaving countless voicemails. We ended up picking up the car without the repairs. The car was returned dirty to us and the reason given was they did not want to take the chance on further damaging it in the carwash. After days of no returned calls the service manager called to offer an insincere apology and mentioned that they could have offered us a 20% discount. Grubbs should cover the entire expense but the cost of the sensor via internet search $300 + $150 labor = $450 ****

  

  Business Response

  Date: 03/01/2024

  The customer drove her vehicle on to the service drive with the emblem missing and the service light on on the dash. After inspection she took her vehicle home and called later saying she discovered the emblem in her glove compartment. We have discounted the service to fix the emblem even though Grubbs clearly had nothing to do with an accident/attempted theft of the emblem. 

  Customer Answer

  Date: 03/06/2024

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