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:04/11/2024

  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 was notified by ******** **** there were 4 recall and class action settlements on my vehicle. I went to the dealer and ordered the required parts and waited 9 months to get my GL 350 into their shop. *************** had my SUV for months and I had to bring it back 4-5 times for them to get it all right. Once 'complete', I had 6 months, 1000 miles and the very first time I checked my oil, took my car out of town the engine seized and I had it towed back to their shop under warrantee. 2 weeks later, their shop had a fire and my SUV sat 6 months to allow for a bay to work on my car. The ************ did nothing to prove they did not cause the catastrophic engine failure in fact they destroyed evidence that would prove it was the mechanic's fault. The beginning of March the Service Mgr started harassing me to 'pick up my car' or pay for a new Blue-Tec Diesel engine. Now the General Manager is involved and he has authorized the new engine for a friend's Diesel Rover engine they caused to fail in the same time frame, JUST NOT MINE!

  

  Business Response

  Date: 04/29/2024

  This client has a 13 year old vehicle with ******* miles. *** vehicle has had multiple previous owners and a service history that is not well documented in recent years. *** vehicle has no warranty and the engine failure is in no way the fault of the dealership. ***re have been multiple discussions reviewing this with the client, including a meeting with our shop ******* where we explained at length why the client's hypothesis of what caused the failure is simply not plausible. *** client refuses to remove his vehicle from our property despite repeated requests from us for him to do so. We have even offered to tow the vehicle to his property or another location that he specifies locally at no charge to him, but he is non-responsive. We will have no option but to charge storage fees, as specified on his repair order, if the client does not have the vehicle removed promptly. We are sympathetic that the vehicle needs a costly repair that was unexpected to the client, however, it is simply not reasonable for the client to shift the responsibilities of owning and maintaining a vehicle onto our shoulders just because he does not wish to pay for it.

• Initial Complaint

  Date:08/15/2023

  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 am writing to a formal complaint and share the experience I recently encountered with **** Pearson Acura in *****, which I believe warrants the attention of the Better Business Bureau and potential customers alike.On July 28, 2023, I entrusted my 2019 Acura MDX to **** Pearson Acura for a routine oil change. Upon receiving my vehicle, I was shocked to discover a substantial crack on the windshield, which was undoubtedly not present prior to the service.Despite my attempts to address the issue with **** Pearson Acura, their response has been unprofessional and dismissive. They assert that the crack may have existed beforehand, attempting to evade responsibility for the damage incurred during their service. This lack of accountability and disregard for customer concerns is troubling.As a loyal Acura customer, I expected a higher level of professionalism and responsibility from both **** Pearson Acura and the Acura brand. This experience has left me questioning the integrity of **** Pearson Acura's business practices and their commitment to customer satisfaction.I kindly urge the ********************** to investigate this matter and consider the potential impact of such unprofessional conduct on unsuspecting customers. It is my hope that this complaint serves as a cautionary warning to individuals seeking services from **** Pearson Acura, encouraging them to exercise caution and be aware of the potential risks.Furthermore, I demand that **** Pearson Acura takes full responsibility for the damage they have caused and takes immediate action to rectify the situation. I expect them to cover all expenses related to repairing or replacing the broken windshield, ensuring that my vehicle is restored to its original condition without incurring any additional costs on my part.Thank you for your attention to this matter, and I trust that the Better Business Bureau will take appropriate steps to address and rectify this concerning situation.Sincerely,**********

  

  Business Response

  Date: 08/16/2023

  We did notice a small crack in the windshield. When we took it through the car wash the temperature difference with cold water spraying on a hot windshield made the crack longer. We did explain this to the customer. We would offer to pay for their insurance deductible.