Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/02/2025

  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 brand-new 2025 Acura Integra approximately two months ago. Shortly after purchase, I noticed visible condensation inside the driver-side rear taillight, along with scratches on the inside of the lens a defect I did not cause. I brought the vehicle to the authorized Acura dealership where I purchased it and was told that the lens could not be replaced and the water intrusion was "normal." I was also told the scratches inside the lens could not be addressed.Despite my vehicle being under the standard 4-year/50,000-mile warranty, the dealership has refused to repair or replace the taillight assembly. This situation is unacceptable given the vehicle's age, condition, and warranty coverage. I have since involved legal representation to escalate the matter.I am filing this complaint because the dealership has failed to honor Acuras warranty and correct a clear manufacturing defect. I am seeking a full replacement of the taillight under warranty.

  

  Business Response

  Date: 07/10/2025

  Acura Carland is not the American Honda/Acura is, as such Acura Carland does not warranty the vehicle as we explained the customer.  We had to get approval from the manufacturer as we did for the repair.

  We are in the process of repairing the vehicle.

  Customer Answer

  Date: 07/10/2025

   
  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.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:02/28/2025

  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 am writing to file a formal complaint against Acura Carland, located at *************************************, regarding their refusal to take responsibility for damage to my vehicles windshield that occurred while the car was in their care during a routine maintenance service.On 2/14/2025, I brought my Acura RDX to the dealership for routine maintenance. At the time of service check-in, the windshield had a small, repairable crack and that was photographed by the service advisor. The dealerships own multi-point inspection report stated that the windshield condition was "checked and OK at this time". However, when the vehicle was returned to me, the crack had extended significantly to almost half of the windshield, making it irreparable. I immediately reported the issue to the service advisor, who denied any responsibility. Subsequently, I escalated the issue to the service manager, who also refused to acknowledge fault, stating that the cracks extension was due to my delay in seeking repair even if their carwash makes that irreparable. However, the vehicle was in the dealerships care during the time the crack extended, and it is my firm belief that the damage was caused either by improper handling or excessive pressure during the dealer's car wash that followed the service.I proposed a fair resolution, requesting that the dealership cover the price difference between windshield repair and full replacement of windshield along with the film attached to the windshield an offer that was flatly rejected. I believe the dealership's actions and lack of accountability constitute unfair business practices, and I seek the BBBs assistance in mediating this dispute.Please let me know if any further documentation is needed.Thank you for your attention.

  

  Business Response

  Date: 03/03/2025

  In regards to the enclosed concern:

  When the customer arrived there was a crack on the front passenger side of the windshield measuring approx the size of a quarter.  After the oil change and the car wash the customer advised us that the crack in his windshield had gotten larger.

  The customer stated that he was going get the windshield repaired prior to this service visit but had not had time to do so.  So the windshield was already cracked / damaged before he arrived at the  dealership by his own admission..

  We believe that due to the prior damage (which did not occur at Acura Carland), we chose not to participate in the replacement of a new windshield.

  Thank you

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 23003913
  
  Dear BBB Dispute Resolution Specialist,
  I appreciate the dealer's response, but I would like to respectfully provide additional information and clarify the facts:
  1. I fully acknowledge that my windshield had a small crack prior to arriving at the dealership, which I proactively disclosed. However, the crack was approximately the size by a glass repair shop as repairable using epoxy without needing replacement.
  2. The dealership's own multi-point inspection checklist, performed prior to service, marked the windshield condition as "Checked and OK at this time" indicating that the dealership's trained technicians did not find the crack to be a safety issue or in urgent need of replacement.
  3. The drastic extension of the crack to half of the windshield occurred while the vehicle was under the dealership's care likely due to improper handling or excessive pressure from the car wash service, which I had no control over.
  I have sent three separate emails requesting a written response from the dealership, yet they have refused to respond in writing and only insisted on phone conversations. This lack of transparency raises further concerns about their accountability.
  I believe my request is both fair and reasonable that the dealership cover the price difference between windshield repair and full replacement, including the protective window film. I would appreciate the BBB's assistance in facilitating a fair resolution.
  Thank you very much for your time and consideration.
  
  

  

  Business Response

  Date: 03/05/2025

  On 3/5/25 at 1:12PM

  We called the customer and offered in the spirit of customer satisfaction a one time offer of us paying 25% of the cost of a replacement windshield providing that the customer gets 3 completive estimates from  reputable companies such as: Safelite.  The customer stated the he was going to get some legal advice from a friend and get back to us.  

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23003913
  
  Dear BBB Representative,

  
  Thank you for following up on my complaint against Acura Carland.

  
  I appreciate the dealerships willingness to offer 25% compensation as a goodwill gesture. However, I must respectfully decline this offer, as I believe it does not adequately reflect the facts of the case.

  
  The dealerships own pre-service multi-point inspection checklist marked the windshield condition as Checked and OK at this time, which confirms that the crack was minor and repairable before the service. The dealership claims over the phone that the cracks extension was caused by thermal expansion due to temperature changes. However, this explanation raises three critical questions:
  

  1. Why did the service advisor initially advise it was due to the pressure from the car wash machine when I reported the issue to him and how do the dealership prove it's due to the thermal expansion?
  2. Why did the dealership not take any precautionary measures, such as parking the car indoors or advising me to delay the service/car wash, knowing that thermal expansion could worsen the crack?
  3. If the dealer claims it is a pre-existing condition that leads to the damage, why did the multi-point inspection list still mark the windshield as OK before the service was performed?

  Furthermore, I have repeatedly requested written responses via email for transparency and record-keeping, but the dealership has consistently refused to communicate in writing, which raises concerns about their willingness to take accountability.

  
  I respectfully request that the dealership cover the difference of the windshield replacement cost and repair cost based on the supporting evidence I have submitted. If the dealer wants to directly respond to BBB case, I kindly request the dealer to answer the three questions I have in this message.

  Again, I respectfully request dealer to communicate via email for transparency and record-keeping rather than communicate via the phone call. The dealer has acknowledged they had received my emails. I'm open to further communication but I will refuse to answer the calls as I'm not native speaker.

  
  Thank you for your continued assistance in mediating this dispute.

  
  Sincerely,

• Initial Complaint

  Date:07/03/2024

  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 June 27, 2024, I take my vehicle in to check a problem I was having with my steering wheel locking up. March 2023 I had the same issue and this dealership supposed to have fixed the *** (so they say). I arrived at 8am for my 8:30 am appointment with *******. I was waiting in the waiting room for the outcome. 10:30 ish I approached ******* what is going on (people arrived after me is in and out). I was then told they are still checking my car, if not finished in 30 minutes Ill give you a loaner. I decided to walk around the building to stay awake ( this is my 2nd walk around). As I am walking around why do I see my car in the parking lot (please tell how are they are working on it). I go in to ******* and ask to speak to the manager. First I was told I can call him (mind you he is right there). They give me a loaner well Im sitting in one. ******* speaks to ****** who tell him to price the so called problem. Im told $3500. I refused to pay that. I go in and say just give me my car. ******* tells me ****** ask me to wait ***** min. I sit upfront to wait. Then Im approached by ******* that ****** wants me to sit in the back after 20 minutes waiting (now I am told where to sit? What?). I said just give me my car. He said I cant because ****** is going to take care of the bill. I said Ill pay it!! I want my car. I called my husband to say I am being held HOSTAGE!!! I walked back outside where my car was parked and now its in the shop. How was I told $3500? Why was my car in the shop after you told me the issue. At no time did the manager acknowledge me!!! ****** walked past me numerous of times and didnt say a word to me. 3 Acura cars I have never experienced such a rude manager and shady action getting my car fixed. I have sent thousands at this dealership when I moved to ** 2022. Who treats their customers like that!! ****** the manager needs not to be in that position to not even speak at customer request!! I will never refer anyone to this dealership!!!

  

  Business Response

  Date: 07/11/2024

  We spoke with the customer and we have agreed to speak again after I do an investigation., which will happen today 7/11/24. 

• Initial Complaint

  Date:09/06/2023

  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 business ran the credit of my deceased wife I vontacted the General manager to advise him of what was going on and he thought it was the right thing to do was put the employee that did this violation on the phone I want to talk to the owner of the company *************************

  

  Business Response

  Date: 09/07/2023

  We received a call from someone that was quite frantic.  After listening to the caller it was very clear that this was a family issue within the caller's family and should be resolved as such. Which has nothing to do with our place of business.  

• Initial Complaint

  Date:08/10/2023

  Type:Customer Service 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'm not sure where to start...after a great purchase experience on my 2023 MDX Type S, the first experience with the service department should alarm other buyers from this dealership. From their lack of communication, their inaccurate information, the 6 inch scratch they put on my car, the sap all over the car from the tree they parked it under, their false promises, and their lack of actually rectifying the paint defect on my 3 month old MDX. Then they refuse to give your their district managers contact info, but her name is *******************************, she isn't able to talk to the customers from the shops she covers. Now they've told me since she isn't able to have a conversation with me I need to contact Acura ************** I'll oblige and discuss the disaster of a experience I've had, as well as filing a BBB complaint, a complaint with the GA Attorney General, and reviews on various social media sites. It's unfortunate because my purchase experience with ***** was great. Buyer beware and stay away from the service department, ****** and ********* are nice guys but inapt to manage a luxury dealership service department.

  

  Business Response

  Date: 08/18/2023

  We shared with the owner that we needed to look at the vehicle without the the film that he had installed. He refused to get the film removed. 

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20451003
  
  I am rejecting this response because: Ive asked to speak with the district manager and was refused. The car should have been inspected for quality and any paint defects before it was delivered to me. The paint film on the bumper doesnt need to be removed to determine what its going to cost to fix the paint defect. There is no way I as the consumer would have known there was a paint flaw prior to having the paint film applied which is meant to protect the paint. Any high end dealer should understand the paint film process. Not once has anyone at the dealership addressed all of their service failures, let alone the damage they caused to the vehicle while it was in their possession. 
  

  Ive never dealt with a dealership that is so unwilling to help and even more unwilling to let you speak with them Acura management/leadership. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/29/2023

  This is the 3rd response that we have done on this concern.

  We instructed the customer that the concern they have could possible be addressed however they would have to get the film removed that they had installed.

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20451003
  
  I am rejecting this response because:
  The paint film was put on at the recommendation from your dealership and the referral info for this film shop was provided by your dealership. The film doesnt need removed to give a quote of what its going to cost to fix the paint defect and to determine how much you or Acura is going to compensate me to fix the paint defect on my new 2023 $75k Acura. 
  

  It still amazes me that you have yet to even return phone calls regarding this issue, have refused to let me speak with Acura Management, still havent given clear feedback on the work you completed, have work on the order that wasnt actually completed (hoping you didnt bill Acura for that) and damaged my car in the process. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/29/2023

  To be clear:

  The customer paid for and had the film installed

  Acura has directed us that the film must be removed in order for them to determine is there is a warrantable item.  Please let us know if you decide to remove the film so we can move forward.