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:07/15/2024

  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.

  Brand new s-Type Acura MDX bought oct 2023 in ******* has had squeaking breaks. Brought it to two dealerships in ******* and now in ******* (as I moved states). Brought ****** our service advisor on ride along with me and acknowledged the brake screeching. While in both myself and my husband's presence called ****** service director and stated there was an issue. Was told by ****** that there was no issue and that ****** never said that. There is complete lying and refusing to honor the extended warranty by Acura. All I am asking for the brakes, brake pads and rotors to be changed to remove the screeching from a brand new $75k top of the line vehicle. The complete dishonesty and manipulation of this business is unacceptable and we are just looking to have them repair a brand new car.

  

  Business Response

  Date: 07/17/2024

  Client complained about brake noise when driving.  We test drove the vehicle multiple times and did not duplicate any brake noise.  The client came to test vehicle with a Service Advisor she drove the vehicle in a very aggressive manner in which she heard a noise that likely was due to slamming on the brakes in a hard braking situation which is normal.  At no time have we heard an abnormal noise that would require replacement of parts under the factory warranty.  Based on the client's behavior and the way they spoke to our employees we have determined we will not service this client's vehicle in the future.

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21989676
  
  I am rejecting this response because:

  The service advisor ****** not only stated that their technicians did not leave the parking lot to test the car, but also when I took her on the ride along around the block, she stated she heard it.  I also have a video of myself driving with the noise clearly screeching in the background.  I can clearly send this video if I have that option. This is not an abnormal situation on pushing the brakes.  There should be NO noises made.  How do I know that nothing is wrong with them, and they will actually stop when pressure is applied if they are screeching like this.  This makes me afraid to drive with confidence.  On every other car I own (3 others) none of them make noise, nor did my previous Acura RDX.  After the test drive and ****** our service advisor admitted to hearing the noise, then called her Service Manager ****** asking what to do.  Both myself and my husband were in ******'s presence while she was on the phone with ******.  They also explained that they refuse to give us a loaner as well. They then both lied to Acura corporate stating they could not recreate the noise.  As a women I feel completed discriminated against and gaslit by their sleezy tactics to make me go away. I have never been treated like this in my life and all I was asking was for them to honor their warranty agreement on my car.  They are looking to make me out to look like a crazy women complaining, when in reality spending $75,000 on a top of the line vehicle, my safety concerns should be addressed and warrantied. 

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/17/2024

  The vehicle is safe to drive brakes are well above minimum wear specifications.

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21989676
  
  I am rejecting this response because:

  the Issue has not been resolved as my breaks have screeched since we purchased it. It is a brand new vehicle and they should not make any noise upon use period. 
  The real issue is that both the service advisor ****** and the service manager ****** lied about the issue. How can an A+ business in todays day and age operate with zero integrity. 

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/17/2024

  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.

  Jackson Acura ********************************* unauthorized sharing of my personal service details with CarFax. This action was taken without my consent and raises serious concerns about privacy and data protection.On 4/17/24, I visited the Jackson Acura ****************** for routine maintenance on my vehicle. During this visit, I asked **** (service advisor) to opt out of sharing my service details with CarFax. When I expressed my objection and requested to opt out of this data sharing, I was met with confusion and an inability on behalf of the dealership staff to accommodate my request.This situation is deeply troubling as it not only violates my privacy rights but also demonstrates a lack of transparency and respect for customer preferences.

  

  Business Response

  Date: 04/18/2024

  We do understand the clients, concern, however  there is no way for us to opt him out because the dealer is not the only source for the information they receive.  We suggest that the client reach out to ****** for a resolution.

  Customer Answer

  Date: 04/20/2024

   
  Complaint: 21588350
  
  Myself, the client, has a concern with Jackson Acura reporting details to a private entity information about my personal property without consent. Such details including mileage, services performed etc. are being reported to a for profit business without written consent and with no way to opt out of sharing my personal data. Please exclude my data from your sharing practices. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/06/2024

  Unfortunately, we cannot opt the client of Carfax because we are not Carfax and are not the only place that they acquire his vehicle information.  The client needs to Contact Carfax directly, or report them to the BBB.

  Thanks

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21588350
  
  Jackson Acura is sending my car information to CARFAX and possibly even using a third party to pass my information without consent. ****** is the receiving party of the information being shared without my permission, the issue lies with the company collecting and sharing, not the company receiving info. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/05/2023

  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 own a 2014 Acura MDX, pearl ****** Prior to that, I owned a 2015 Acura MDX, pearl ****** (I was involved in an accident where my car was hit and considered a total loss, so I replaced it with the same exact car).This model car and color was recalled for having issues with the paint (service bulletin ******). Per the bulletin, this affected MDX models between 2014 - 2016 with that ****** Despite having TWO CARS that fit were impacted by this recall, I NEVER RECEIVED ANY NOTICE. In fact, I was only made aware by another MDX owner who also recently found out. When she contacted the dealership, she was told that they are not supposed to tell people about the recall.I am very upset that Jackson Acura will not honor this recall notice and takes no accountability that the recall notice was never sent out. I've owned a total of three MDX's, all purchased back to back....this is extremely disappointing to know these dealerships do not stand behind their products.We have reached out to Jackson Acura and only received the run around - no return phone calls, weeks to return calls, no information, and ending it all by saying there is nothing they will do, and they are closing the case.

  

  Business Response

  Date: 06/06/2023

  This recall the client is reffering to is actually a warranty extension on ********************* paint, that was for 8 years from the orignal purchase date.  We can only comnplete the extension if the paint is peeling at the time, this is offered by the factory (******** ******************** any resolution for this issue should be directed to them and not the dealer (Jackson Acura).  

  Customer Answer

  Date: 06/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that Jackson Acura continues to not care about helping customers with this issue.  They have successfully pushed blame elsewhere and washed their hands.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/04/2023

  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.

  About four months ago, my husband took our 2020 Acura TLX to Jackson Acura located at *******, *******, for warranty windshield wiper motor repair. The windshield wiper motor stopped working and we were not even aware of it was a bad motor. We found out the motor was bad and stopped working because my husband took the car to another auto shop to have his windshield wiper fluid topped. They informed ** that the windshield wiper motor was not working. Then we took it to Jackson Acura, the dealership where we bought the car. They told him the warranty will not cover it because the car had ******. We explained to them that if they had done their job correctly and checked his windshield wiper fluid, all the time we were taking the car in for maintenance, it would have been detected and wouldnt have been an issue. So as a courtesy they agreed to fix it. Unfortunately we have been waiting for over four months and all they tell us is that the item is on back order. They have not given any expected date of availability, no information of any kind. This is a safety hazard since we cannot see through the windshield and its worse when it rains. Ive talked to over three different people at Jackson Acura, and no one is able to explain to us why it is taking so long.

  

  Business Response

  Date: 06/05/2023

  When a part is on backorder ******** ***** does not give us time when it will arrive until a couple days before it gets here.  He can reach out tp our parts manager *************************** for udates on the ***** of the part, he can be reached at ************.

• Initial Complaint

  Date:01/20/2023

  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 took my 2020 Acura RDX into Jackson Acura on 12/6/22 due to issues with the infotainment system failing (inoperable screen, popping sounds coming from the speakers, inoperable sound system) I was informed the vehicle had been repaired under warranty and that it was ready for pickup on 12/7/22. When I picked the vehicle up, I immediately noticed the loud popping noise coming from the speakers and informed the service advisor, ****** of this. She listened and confirmed and said that a harness would have to be ordered and that she would place it on the "critical list" and that it should be there within a few weeks and they would contact me. I stated my displeasure at being told my vehicle had been repaired when, in fact, it had not been and that it is very inconvenient to arrange for rides to and from the shop especially when nothing had been resolved. I also had several services performed, transmission fluid replaced and brake fluid exchange. It was also suggested that I have the differential serviced (the service advisor ******* initially said that both the front and rear differential fluid needed to be replaced until I advised him that my vehicle is not all wheel drive). I agreed to have the differential serviced however when I got home and checked my service ticket, there was no line item for the differential service so I called ******, the service advisor who helped me, and inquired. She had to speak with the technician who performed the service and he advised that there isn't a differential on the vehicle. The revelation that there isn't a differential on the vehicle when the service advisor is recommending the service causes me to doubt the ability of this dealership to correctly identify and repair properly any issues that I may have. I've tried to contact the service manager, ***********************, several times however he has failed to respond. These multiple failures of Jackson Acura reflect poorly on them and also on Acura. This will, no doubt, impact my brand loyalty. I am still waiting for my original issue to be addressed and fixed properly and this entire process has been disappointing. I've heard from no one at Jackson Acura

  

  Business Response

  Date: 01/24/2023

  Sometimes when repairing the above complaint we have to install the connecters for repair per ******** ****** if that does not work then we have to try a different repair.  Unfortunately sometimes the problem does not happen while the vehicle is still here.  We ordered the part and hopefully it will be in the first week in Febuary.  I did not recall getting a phone call on this and apologize for not speaking to the client myself.

  Customer Answer

  Date: 01/24/2023

  The vehicle was at Jackson Acura when the failed attempt to repair was noticed and brought to the attention of the service advisor so the response is nonsense.  Apparently, the person that responded to this complaint did not even bother to read the narrative.  *********** director, ******, was sent several emails asking him to call me which he hasn't responded to.  

  

  Business Response

  Date: 01/25/2023

  There is no need for further response, the vehicle will be repaired when the part arrives.

  Customer Answer

  Date: 01/25/2023

  With that kind of attitude it's no wonder that I had to resort to a BBB Complaint to get Jackson Acura to respond.  I'll make sure to share this transcript with Acura Corporate.

  

  Business Response

  Date: 03/17/2023

  Repaired the clients vehicle on 03/13/2023

  Customer Answer

  Date: 03/17/2023

  Jackson Acura fails to understand the most basic aspects of customer care. Their responses are indicative of this. My vehicle was finally repaired after 4 months and no communication however Ive yet to receive a call from anyone at Jackson Acura regarding this situation. Not a concierge experience at all. They levied their retribution upon me by failing to give me a loaner vehicle but thats ok, Ill not buy another Acura nor will I use Jackson for any further services.