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:05/28/2025

  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 purchased a Certified 2020 Acura RDX 1/9/24 from Nalley Acura. I have adhered to the recommended maintenance schedule and have operated this vehicle under normal conditions. I recently went to ******* where there was heavy rain. The following day I noticed water collecting in my truck. I immediately reached out to my sales agent who advise to bring the vehicle in. When I arrived the next day, I didn't have an appointment and was advised it could take hours to figure out the issue and they didn't have a loaner. I advised I don't have another vehicle and would need a loaner. They set a appointment but advised would confirm if loaner would be available on this date. I received a text prior to the appointment confirming no loaner was available. I responded I would like to set up another appointment for when the loaner would be available, but no new appointment was set. Again, I reached out to my agent he advised would reach out to the service manager on my behalf to confirm if they could cover any cost. After a few more days of no response, I decided to reach out to him myself. He showed no concern or empathy after confirming this is a known issue with these vehicles, he just advised it's out of warranty and I would have to pay a diagnostic fee of $180 which doesn't go toward any repair or parts. I feel this is unfair if this is a common issue and should be covered under a recall. I have since googled this and several buyers complain of this issue. If this is a common issue why are you not checking for this. I purchased an Acura because it's supposed to be a trusted and reliable vehicle. This vehicle was certified at purchased and has been brought in for service 3 times since purchase and they didn't check for this issue to even offer preventative option being this is a common issue. I am very disappointed at the way I was treated and how this has been handled. I ask they do the right thing and repair my vehicle as this should be a recall not a customer expense.

  

  Business Response

  Date: 05/28/2025

  Thank you for your feedback in regards to your Certified 2020 Acura RDX purchased in January 2024. As mentioned prior, the problem you're experiencing was not occurring during our inspection prior to your purchase. We will look at your the water issue you described and waive the diagnostic fee of $180.00. Also, we will schedule your vehicle drop off and provide a service loaner white we work on your vehicle. We will also discuss this specific water service issue with Acura ************* directly. 

• Initial Complaint

  Date:12/19/2024

  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 took my car to this dealership on a Thursday evening before closing for a Friday morning appointment. On Friday around noon, I reached out for an update, but I received no response. I called and left messages and sent text messages to my advisor and still no response. The following day, I called, and text and finally spoke to my advisor who was obviously angry that I was calling for an update on my car. His mean response was, I don't have an update, I don't know when I will and I ask if I needed to look into renting a car and he would not answer. After three days and no response, I asked for the manager. I sent him an email and he called me back that day but I was not available. I followed up the following day which is now day 4 with no update on my car. Finally, day 5 I received an update and it was flush the transmission, alignment, replace battery wires. I was just there two weeks prior getting an oil change and none of this was needed or made sense with my EPS steering light coming on and the steering wheel jerking when turning. The advisor, who is now livid due to me saying I would file a complaint with the BBB for no contact in seven days. The advisor sends me quotes for over $2,000.00 for preventive maintenance. I was charged $175.00 for this and still have no outcome for my car not being drivable. I will likely have an accident in this car and no repair has been offered for this issue. I have to now take my car to another repair shop where I am not being blackballed for needing my car. No one can afford to leave a car at the repair shop for seven days, pay the car note, and the expense of a rental car. I would like my car back!!!!

  

  Business Response

  Date: 12/20/2024

  The customer has picked up their vehicle and the disputed amount of $175.00 was not charged.

  Customer Answer

  Date: 12/20/2024

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

• Initial Complaint

  Date:04/02/2024

  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 March 15th 2024 I was told a 2021 Acura RDX came with a warranty. It had a little under ****** miles. I was told my loan would be with LGE credit union. I received a letter in the mail LGE denied my loan. I received an email that my loan was with Northwest Federal credit union for over $42,000 the price of the car was a little over $37,000 and I paid $3,000 down payment. I knew something was wrong and looked at the ppwk the finance mgr sealed up in an envelope and read I was charged over $5,000 in warranties. NEVER did the finance manager explain I was going to be charged for warranties or ************** I would have declined it. That was deceptive. My husband was there and witnessed that the only money mentioned was my car payment amount and my down payment. Thats itI want the warranties cancelled ASAP and why was I told I was approved by LGE when I was denied? I am not comfortable with the lender that was chosen for me and wanted *********** who I was pre-approved with but the finance mgr said he could get me a better APR with LGE. He said I was approved when that wasnt true. I was lied to. I feel like I was taken advantage of just to make the sale. I was given some paperwork from the service guy on the work that was done on the car while they had it in their possession prior to selling it to me theres no vin or any info that shows its actually for my vehicle. It could be from any vehicle on the lot. The $5000 warranty fees and $3000 down payment puts this 2021 used vehicle at $45,000 that is proof I was severely ripped off and taken advantage of.

  

  Business Response

  Date: 04/05/2024

  Dealership has contacted customer and issued a refund.

  Customer Answer

  Date: 04/05/2024

  I have not received the refund yet. The $5000 in extended warranty costs is still on my account as of today. 

  

  Business Response

  Date: 04/08/2024

  Refunds can take several weeks to process. 

  Customer Answer

  Date: 04/08/2024

  I do not want this case closed until the refund has been received. 

  

  Business Response

  Date: 04/10/2024

  A partial refund of $898 has already been sent via mail directly to the client. The balance of the refund will be sent from the respective warranty companies. The request for cancel and refund has already been submitted by the dealership. The warranty companies typically take 4-6 weeks to complete the refund process and issue the check. The refund for both the *** insurance and vehicle service contract will be sent to the lien holder. I have discussed this with the client on the phone.  

• Initial Complaint

  Date:12/31/2023

  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.

  Dealership charged $408 to replace one TPMS sensor on our vehicle. My wife was told to expect to be there about an hour. She was there for 2 hours. A couple of days later, the warning light came on again. I took the vehicle to a tire shop where they replaced all three of the other sensors for $190.Upon contacting the dealership about the discrepancy in pricing, their service manager listened to my grievances and expressed his mutual dissatisfaction with our treatment. He said he would speak to the ** about the situation. Later that evening I got an email and he (service manager) said that he had called another Acura dealership posing as a customer and was told the cost would be $380 so I was basically told to just **** it up.I found that hard to believe, so I too called the dealership that he mentioned and was told to expect to pay appx $180 for a single TMPS sensor. A second dealership in the area told me to expect appx $206. I then called Nalley as if nothing had ever happened and was told to expect appx $261 (1 hr labor @ 175 and $86 in parts). Nalley's own estimated price is $261, yet my wife was charged $408 and made to wait. I feel that they took advantage of my wife being the one who brought the vehicle in for service.

  

  Business Response

  Date: 01/05/2024

  The quote that was given to the customer is the same amount anyone else would receive. Checking quotes from a *********** authorized service center would usually be lower than an authorized *************** dealership technician. The warning light coming on afterwards would mean the other sensors need replacing. We don't replace parts that are currently still working properly. We are offering to refund $228.00 from what was paid and the quotes received after the service. 

  Customer Answer

  Date: 01/05/2024

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

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initally purchased a vechile on 11/15/2022. I had to put oil in the car every 2/3 days. Called the dealership and they said bring the car in. They looked at it and said they didn't see any visible issues. I then asked can I get out of the loan or pick another car and they said yes pick another car. 11/23/2022 I found another car. I emailed *********************** on 12/6/2022 and told him the issue (leaking oil every two weeks now/smell of burning oil) and advised I was going to take the car in to Audi to see what the real issue was however, I made an appointment with Nalley to get an oil change to see if they said there were any issues and they didn't end up doing the oil change because they wouldn't honor the coupon for oil change of $69.99 and told me I'd have to pay approxly. $130. I made an appointment for ****************** and the next availability was 12/31/2022. They told me there were multiple issues with the car almost $10k. I provide Nalley Acura with the report and they then said I can pick another car. At this point I don't trust their cars there selling! I've gotten 2 terrible cars and I just want out of the loan. Then there only trying to give me an allowance for the car that's damage for $10k. How is it my fault they've sold me a car with major damages needed and then my warranty covers nothing! I want my money back, my trade allowance back, the money for getting tinted windows all back and to be out of this loan! Please help me. Thanks ***************************

  

  Business Response

  Date: 01/25/2023

  The dealership assisted the customer on their first used vehicle selected to purchase by trading into another vehicle. We have offered the customer the option of trading out to another make other than ***** *** consumption issues are common with this make (Audi) and model. W have offered the customer the option to have any used vehicle we sell checked out by their own mechanic prior to purchase. 

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18689498
  
  I am rejecting this response because: I was never offered to take the vehicle to get it checked out prior to purchase. Only after I purchase per email to take the truck to Audi to get looked at because of issue. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/01/2023

  All customers are welcome to have any vehicle checked out by their ************ prior to purchase. We have offered the customer the option of trading out of the vehicle to another vehicle.

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18689498
  
  I am rejecting this response because: at this point I've received 2 vehicles that need thousands of dollars more to be fixed, terrible. The second vehicle needs over $5k worth of work but was said all vehicles are checked. If this one was checked everything Audi found Nalley should've found as well. I received a loan for $20k thinking I was getting a reliable car, however Nalley wants me to pay to get a vehicle fix that they sold me that was trash! Dealership never even called to apologize or even try and rectify this issue. 
  
  Sincerely,
  
  ***************************