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:06/11/2025

  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 certified pre-owned Acura from McGrath Acura in February and the experience has been completely unacceptable. I live in ******** and drove over 5 hours to buy the vehicle. I asked for a full walk-around video and was told the car was in pristine condition, with no imperfections. I was also told it had only been driven by a manager and was well taken care of.Since the day I bought it, *** had serious concerns. The steering wheel is worn and peeling, leaving black marks on my hands. Theres a cigarette burn in the back seat. The front bumper has deep scrapes that were covered with white paint or bondo and never properly fixed. The center console creaks, pops, and has wrinkled leather. All four wheels have major curb rash.I was told these issues could be handled under warranty, but later told they wouldnt be. I called the dealership multiple times and was told **** would contact me. I never heard back. I recently found out from ************** that **** no longer works theresomething McGrath Acura never communicated to me.This is not what a certified pre-owned Acura should be. I bought this car with trust in Acuras certified program, and what I received doesnt meet those standards at all. I was misled about the condition of the vehicle and left with no support or ***************** requesting that this issue be taken seriously and that proper action be takeneither to repair the vehicle or compensate me for the misrepresented condition. I will continue to escalate this complaint if necessary.

  

  Business Response

  Date: 06/17/2025

  Dear ** ****, 

  Our service director, **** *****, has been trying to reach you to speak about some options to resolve your concerns. Please call him at your earliest convenience - ************

  Thank you! 

  Customer Answer

  Date: 06/18/2025

   
  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:05/02/2025

  Type:Product 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 misled into purchasing a used 2015 ***** CX-5 from McGrath Acura of Libertyville based on false info. The online listing stated it had automatic headlights, a feature I needed for safety. I verified this with the salesman in person, who confirmed it. Only after I paid and was handed the keys did he admit he liedit did not have the feature. I felt taken advantage of as a woman trying to conduct business in the male-dominated world of car sales.On April 2, I texted the salesman expressing disappointment. He acknowledged the deception (Image A/B). I obtained records from ******** proving the dealership submitted the false listing info (Image C/D). I contacted management on April 3 requesting a return. They refused, citing listing typos and offered only an exchange, which I declined due to budget and feature mismatch.I emailed the general manager on April 4, who pushed for a phone call instead of written answers. I researched whether the feature could be added. ***** said no; the dealer said not to listen to them and theyd evaluate it. They picked up the car on April 15 and said it would be fixed by April 2122 (Image E). I texted every day after 4/23 and was told Id be updated and wasnt. I emailed the manager and he ignored me during this time. On April 25, I received an unclear update without apologies or confirmation if they could still do it, and no alternate solutions (Image F).On April 28, they offered a return with $1,829.20 in fees withheld (Image G). I declined and requested the car be returned. They had the car 14 of my first 29 days of ownership. On April 29, I again asked for a full or partial refund. The ** responded that I had no recourse.This is not buyers remorse. I was misled by false advertising and verbal confirmation. Im requesting either a full refund with no fees or a $2,000 partial refund for a car less safe and less valuable than promised. Their tactics were deceptive, and Im seeking help because they claim Im powerless.

  

  Business Response

  Date: 05/05/2025

  Dear BBB and *** *******, 

  I reviewed your concerns with my staff; they are aware of the conversations and issue with the 'non-automatic' headlights.  Just to clarify, the list of features of the ***** (shown in your attachment) is auto populated by the 3rd party site (********) from the Vin of the vehicle.  We do not create those lists of items nor in any way fabricate features or train our salespeople to lie about certain features.   

  To resolve this concern, our technicians thought they may have found a technical solution to 'adding' the auto- headlights to your ***** but after further research they learned that this is not possible to do.  Our general manager offered to buy your vehicle back for the miscommunication, he agreed to do this for -$1200 of your purchase price to cover taxes, retitling, mileage, depreciation and a new UCI of the vehicle. 

  The vehicle passed all 'safety' checks at the time of sale and the headlights are in working condition, just not automatic. Please let me know if you would like to proceed with the buy back of the vehicle. 

  Thank you. 

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23277264
  
  I am rejecting this response because it continues to be filled with false information and it seems like they have not even looked at my supporting documentation. Acura is claiming that they do not submit the features information to ********. But ******** stated Acura did provide that information to them and I provided an image of that in my original claim documentation, which can be found in both images C and D. And at no point did they say that had approval to offer me minus $1200 on the return. The official amount they quoted me is in Image G, which would still be too much for THEIR error.

  They also appear to be missing key pieces. 1. The vehicle was advertised with a particular feature. 2. The site with the listing confirmed they received the feature information from the Acura and NOT sourced from a third party. 3. I have documented proof of points 1 and 2. Above everything else, which is the most important, the salesman has confirmed in writing (Image A) that I asked him about this feature, and he did in fact provide me false information that was not told to me until after the sale was finalized and I had the keys. So, the bottom line is I was not able to purchase this vehicle with accurate information, and I would not have done so if I had the correct information. I should not be charged for the dealerships multiple errors and they should have let me return the car on day 2 when I asked. Because it appears Acura will incur too many charges accepting the return, then they need to refund me ***** because their errors have impacted the car value and safety for me. They are not taking any accountability that they have failed their customer, and multiple errors were made on their part. 

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

  

  Business Response

  Date: 05/16/2025

  Dear BBB and *** *******- 

  I spoke with upper management, and they said we will take the vehicle back LESS $500 for re-titling, processing, mileage, depreciation and service inspection. This is pending seeing the condition of the vehicle(i.e., no damage...etc) 

  Please let us know if you would like to proceed with returning the vehicle. 

  Thank you

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23277264
  
  I am rejecting this response because it automatically closes the case out and I don't know the outcome yet. I will agree to a refund LESS 500 pending inspections, but I can't have my car sitting there for 2 weeks again without updates. I need this to be handled quickly. What is the next step?
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 05/21/2025

  -We will not be compensating the customer for non-auto headlights concern

  - Offer to return the ***** to Acura of Libertyville for the purchase price LESS $500 EXPIRES on 5/31/25

  - If you would like to move forward with RETURNING your ***** contact **** ******** at ************. You can pick up a check within 2 business days. 

  Thank you 

   

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23277264
  
  I am rejecting this response because there are new developments. I noticed one of the tires had been looking like it had a slight bulge to it since getting it back from when the dealership had it for 2 weeks. I gave the tire a closer look and saw there was a gash in the tire that I don't know how that happened. I couldn't safely drive like this, and I was told by the dealership that these BBB complaints take so long to resolve, so I had to bring the tire in to get looked at. I was told by 2 different shops that it needed to be replaced. While it was being replaced, the shop showed me that the serpentine belt has several cracks including a major one that is about to snap. So, I don't even have the car in my possession right now because it is in the shop waiting for a part. And I am pouring my money into it on things that should have been taken care if during the inspection. I was just informed of the belt issue today. I bought it as is, so I am not saying the dealership is responsible, and I am not asking them for money to fix the belt.  However, the inspection must not have been great. 

  Having to put more money into this car fixing things that they should have fixed in the first place makes even less sense for me to return it at an additional cost to me. I can't fix what they missed and pay to return it. 

  The bottom line here is we are not debating whether or not I was sold the car believing it had an important feature to me. I have documented proof that the salesman admits this happened. And this dealership should be held responsible and not take advantage of women. 

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

• Initial Complaint

  Date:04/25/2025

  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.

  Was pressured into 7 year warranty and was promised that I could cancel it at anytime. Right after I signed I asked to change the deal and not do the warranty. Finance associate ****** ***** said to call him and he would send me the paperwork because he was busy. I have contacted the dealership multiple times and victorious is always busy. I am always told he will call back but he does not. My ***** period to cancel the warranty is running out. Even when I show up there he will not see me because I am told he is with a customer. I would like the warranty refunded. They lied.

  

  Business Response

  Date: 05/12/2025

  Hello *** *******, 

  We can get that warranty cancelled for you! Sorry for the delay.  We have notified our office to handle this.  If you have any questions at all don't hesitate to reach out to our assistant office manager ***** @ ************ 

  Thank you! 

• Initial Complaint

  Date:04/16/2025

  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.

  The company pulled a bait and switch. I contacted them a week ago on my ****** voice number to get pricing for an Acura RDX listed for $42,000 and go an out the door price of $46,500. I went to the dealership test drove the car and signed a piece of paper with them agreeing to $42,382 out the door after negotiating down from $44,600 out the door. After they ran my credit they then told me the total out the door price would be $49,500 and the $42,323 out the door price did NOT include taxes. This is after our sales rep ******* stated the $323 was due to "Chicago taxes" thus explaining the taxes and title were already included thus the "out the door" pricing. They then tried to argue me down and say the $42,322 was the pricing after a trade in when the vehicle is only listed for $41,750 and they previously quotes me $46,500 at full price including the taxes and fees. This also caused an inquiry hit to my credit which I would have never allowed under the true pricing. It was a bait and switch. I would like this business to remove their multiple inquiries from my credit report as I would not have authorized a credit check on those pricing terms.

  

  Business Response

  Date: 04/18/2025

  Dear BBB & *** ******, 

  We are sorry to hear that you are upset, but this seems to be a bit of a misunderstanding. The sale price of the *** was indeed $41,990 however the vehicle you were interested in had several accessories and your explanation did not account for deducting the trade from the net total.  The proposal shows an agreement at $42,358.39 total after taxes and trade allowance which was signed and acknowledged along with the application for credit. 

  Since you did not end up buying the vehicle you can retract the credit check.  To do this you create an account with "Transunion" and start a dispute through their site regarding those credit inquires.  

  We had no intentions of 'bait and switch', we are sorry you felt the process went that way.  We strive for a transparent, smooth process and try to earn as many customers' business as possible. This year our team won the top **************** Award - ********************** Precision Premier Award- only awarded to 15 dealers in the **. I assure you that we put customer expectations at the forefront of our processes.  

  Again, my apologies that this experience didn't go smooth. 

  -McGrath Acura Libertyville 

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23211584
  
  I am rejecting this response because: There explanation is completely false. I previously reached out to this dealership and asked for the full price of the vehicle with no trade in and after all Chicago taxes and fees and it was $46,500 and I have the text message from their associate to prove this. After coming an agreed upon out the door price they then tried to charge $49,500. There was no additional accessories mentioned throughout the sale. In addition their line about trade in credit isn't accurate. They are definitely scammers and their lies don't add up. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 05/05/2025

  Dear BBB and *** ******, 

  Again, our apologies for the miscommunication and not being able to reach a deal.  I have reviewed this concern with our entire sales team to ensure that moving forward we do not have the same types of discrepancies.  

  Thank you, 

  McGrath Acura of Libertyville 

• Initial Complaint

  Date:04/12/2025

  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.

  Subject: Missing Portable Charging Bundle and Installation Credit for New Acura ZDX On April 2, 2025, I leased a new Acura ************ vehicle. At the time of the lease, the dealership confirmed that a portable home charger would be provided with any new electric vehicle. However, since that date, I have not received the charger. This has caused significant inconvenience, as I am forced to spend over an hour at public charging stations each time I need to charge my car.Despite multiple follow-ups with the dealership, I have not been given an estimated time of arrival for the charger. Additionally, I was informed that once the charger is available, they will not ship it to my home. Instead, I will have to drive 42 miles one way to pick it up, which is neither reasonable nor professional.Another concern is regarding the promotional options offered. The dealership presented three choices for the charger package. I selected the second option, which included the portable charger and a $300 EVgo credit. However, according to the Acura website, this option also includes an additional $250 AHE installation credit, which I have not received.I would appreciate your prompt attention to these matters and a clear resolution regarding both the missing charger and the $250 installation credit.Note: "I've attached a screenshot from the official Acura website for your reference."

  

  Business Response

  Date: 04/14/2025

  Dear BBB and *** ******, 

  We are very sorry for the inconvenience the delay in the charger has caused to you.  My Sales Manager, ***, reached out to you and he is going to purchase the charger from another dealer in IL opposed to waiting for charger to arrive from Acura Parts shipping.  One of our associates will deliver the unit to you today at your home.  *** mentioned that he also provided instructions on how to redeem the installation credits through Acura Home Electrification. 

  Again, our sincere apologies for the delay! 

  -McGrath Acura Libertyville 

   

  Customer Answer

  Date: 04/15/2025

   
  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:02/04/2025

  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 flew to ******* to buy a car on 12/25/24 I was in a head on collision the car was totaled out I never got the chance to register the car in my state insurance and the finance company are looking to close it out as a total loss but the dealership doesnt have the title and the wont help me or returning my calls until the dealership submits the title to the finance company for the insurance company to pay I have to pay the bill the until the title is received by the finance company

  

  Business Response

  Date: 02/06/2025

  Dear BBB and *** ****, 

  We are very sorry for the delay and any inconvenience caused to you.  I assure you that ***** (License and Title clerk) is working diligently to get this handled as quickly as possible.  Here are the detailed notes I received from her.  She will continue to follow-up on this daily until resolved. ***** can be reached directly at ************ if you have questions.  

  ****** ****
  Deal# ******
  2015 Mercedes Benz
  VIN# *****************
  
  Vehicle Purchase date 11/09/2024
  Brought into the office 11/14 2024
  Billed 12/2/2024
  Drive Away exp 02/07/2025
  
  We use a third party service for out of state deals, Vitu. Vitu supplies a check list of items needed for the sate the customer is registering it in.
  11/19 I (***** the Title Clerk) noted on the deal and supplied additional info on items missing Insurance card showing vehicle purchased and an ** Emissions test.
  11/19 Uploaded copies of paperwork to the Vitu portal knowing those two items were missing but uploaded to get if anything additional was needed.
  11/21 VItu sent notice of errors. One was adjusting the ** Title application to show the service contract.
  12/06 Submitted IL ST556 Tax form
  12/08 Emailed ***** ****, ***** ***** with CC *** ******** , and **** G a heads up email that I would be sending a new application to the customer for signature and would include a letter requesting the emissions test and Insurance card.
  12/08 Separately emailed ***** ****, ***** ***** , **** ****** , **** ****** with CC *** ********, **** P and **** G a list of all out of state deals at that point and the status/problems : **** being listed
  12/09 Sent new ** Title application to Customer for new signature (change due to service contract adjustment)  on ***** # ************ (Delivered 12/11; ***** photo for delivery is not clear if envelope was delivered. ) with return ***** envelope. Return envelope was never used/ sent.
  12/16 Follow Up email sent to ***** **** , ***** ***** with CC *** R and **** G asking to follow up with customer in regards to ***** envelope sent / also sent Out of State deal email to all the same previous people
  12/30 Follow Up email sent to ***** **** , ***** ***** with CC *** R and **** G asking to follow up with customer in regards to ***** envelope sent ***** **** responded he would work on this
  12/31 Sent Out of State deal email to all the same previous people
  01/15 Sent email to ***** ****, **** *****, **** ****** with CC *** R, **** P , **** G stating due to no response and items not received to submit through VITU, so I would be sending ** registration paperwork to customers local *** and they would need to make an appointment. Customers Drive Permit was set to expire 02/07
  01/17 Received Email form *** R stating vehicle was totaled and asking what are options were I responded that the paperwork was already sent to the local *** and the customer could go in and ask about options at this time I had no knowledge of the extent of Mr ***** injuries
  01/23 The first time I spoke to Mr **** advised I would make some calls and see what I could find out  / emailed *** R, ***** K, **** J with CC **** P, **** G, **** F Follow Up email sent to ***** **** , ***** ***** with CC *** R and **** G asking to follow up with customer in regards to ***** envelope sent / also sent Out of State deal email to all the same previous people I do not have a memory or note if I called Mr **** back I assume I did but unsure
  01/23 The *** we sent the paperwork to does not have a public line, Call main ** *** *************) Spoke to ******* informed me we could do a title only as a title only would not need the emissions or Insurance card, but would need to contact Bridgeport ***. Was transferred to the ** Title Department /************)  Spoke to *******. Was advise management would send a request to the Bridgeport *** to either a. use paperwork sent in to do a title only b. send paperwork back to dealer or c. forward paperwork to the main branch for processing
  01/29 Called Exeter Finance (lienholder) to explain situation to Lein Perfection , I was also transferred to Total Loss (Lexi) but was told that they only speak to Insurance companies not dealers
  01/29 Called ** Title Department to follow up no news, was advise another request would be sent
  02/03 Called ****** again , was able to speak to ****** in Total Loss no developments just advise ****** we are working on the title issue
  02/04 Though I have spoken to Mr **** other times since 01/23 I do not have the dates listed. On this day Mr **** advised ** had a dealer line and we should try that. Thinking back Mr **** did reference a Dealer line but in the flow of the conversation I thought we was talking about ******. Mr **** stated he was considering making a BBB claim or contacting a lawyer I said I understood if that is what he felt he had to do.
  To my knowledge after I spoke to Mr **** he called back and spoke to *** R ; *** R emailed me asking for updates I responded to email saying no updates of note and advise I had spoken to ******
  02/05 Called ** *** asked for the Dealer Line as suggested by Mr **** , Dealer Online (*****) said they would submit a contact sheet and response can be 1-2 days the request being to forward paperwork to the Dealer Online section for title only processing  / *************** with BCC of *** R, ***** K, **** F, **** G -the info on the contact sheet and that I would call back on Friday
  02/05 Called Exeter again and asked the ********************* for the Total Loss paperwork so we could submit for the Ethos cancellations early than normal procedure (usually in total loss claims the lender submits to the warranty company after insurance case closes) My thought being the refund amounts on the service contracts could relive some of the burden on Mr **** monthly payment obligation. Unknown if that is how it would work in this case. Once received the total loss paperwork I forwarded that to ***** K to start the cancellation process (as of this morning service contracts are not cancelled )
  02/05 Received email form ** *** ******** ***** asking if I could provide tracking when documents were sent responded same day with tracking information and attached copies of all documents sent to Bridgepoint ***
  02/06 current no new updates
  
  
  Thank you!
  ***** ******
  License and Title Clerk

• Initial Complaint

  Date:01/29/2025

  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.

  Subject: Urgent Assistance Required Regarding Vehicle Purchase Dispute Dear BBB,I hope this email finds you well. I am reaching out to seek your guidance regarding an issue I am experiencing with a vehicle I recently purchased from McGrath Acura of Libertyville, ***On September 17, 2024, I purchased a 2021 ***** RX 350 with ****** miles from Acura of Libertyville for approximately $40,000. During the purchase, the dealership assured me that the vehicle was in excellent condition with no prior issues. Additionally, the sales manager explicitly stated that the dealership would cover any issues for three months. Although I was offered an extended warranty for $4,000, I declined.However, after driving the vehicle for just ***** miles and less than three months, the dashboard lights failed, and the gauges stopped working. I promptly returned to the dealership, expecting them to honor the three-month warranty they had promised. Instead, I was directed to a ***** dealership since the vehicle was still under its manufacturers warranty.Upon inspection, the ***** dealership informed me that diagnosing the issue alone would cost over $*****, and the total estimated repair costs amounted to $10,000. More concerningly, I was made aware that the vehicle had previously undergone $10,000 in repairs, a fact that was never disclosed to me at the time of purchase. Had I been informed of this history, I would not have proceeded with the purchase.The dealership has refused to take responsibility for the situation. They have neither honored the three-month warranty they promised nor addressed their failure to disclose the vehicles repair history.I believe this situation raises serious concerns about misrepresentation, non-disclosure, and a breach of verbal warranty commitments. I kindly request your advice on how to proceed with this matter, including any potential legal actions I may pursue to hold the dealership accountable.Thank you

  

  Business Response

  Date: 02/03/2025

  Dear BBB, 

  Our Managers, *** ******** and **** ****** have been working with *** ********.  

  - The 3-month warranty the customer is referring to is a POWER TRAIN WARRANTY which would not cover the dash/electrical issue the customer is experiencing. 

  -The previous service repairs the customer is referring to was information she obtained from ***************, we do not have access to these past repair orders.  The vehicle was inspected by our team when we purchased it and passed all safety measures. The vehicle was in perfect running condition when she purchased it. 

  -She also mentioned there was a $1600 diagnostic bill from **************** she has NOT provided proof of this.

  - Our team asked *** ********* to provide these past service issues/repairs ****************** she has not provided us any documents.  

  -*** ******** DECLINED the extended warranty that was offered to her at the time of purchase.  

   

  Thank you, 

  McGrath Acura 

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22873275
  
  I am rejecting this response because:

  
  Complaint: 22873275
  Dear Better Business Bureau,
  I am writing to formally lodge a complaint against [Dealership Name] regarding the misrepresentation and poor service I have experienced following the purchase of a vehicle from their establishment.
  Warranty Misrepresentation: At the time of sale, the sales manager assured me that the vehicle was covered by a comprehensive three-month warranty, encompassing all potential issues. Contrary to this assurance, I was later informed that the warranty only covers the powertrain. This discrepancy indicates a clear case of misinformation.
  Neglect of Vehicle Issues: Despite the vehicle displaying a check engine light and evident oil leakage, the dealership refused to inspect or address these concerns. The oil leakage was even documented in their own oil change video, which can be viewed here: Oil Change Video. ************************************
  Concealment of Vehicle History: I was not informed about the vehicle's history of severe damage and subsequent repairs. This lack of transparency has led to a significant depreciation in the car's value and would have influenced my decision to purchase had I been properly informed.
  Unprofessional Conduct: When I raised these issues, the sales manager, ****, responded dismissively, stating, "It's your problem. If you buy the car under these conditions and if you want to trade, we will be happy to sell you a brand new Acura car." Such a response exemplifies negligence and an attempt to exploit a customer.
  I have attached relevant evidence to support my claims. I kindly request your assistance in addressing this matter.
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 02/05/2025

  Dear BBB & *** ********, 

  The comprehensive warranty mentioned was the extended warranty that you declined at the time of purchase. IL STATE LAW protects consumers with a 15 day/500 mile powertrain warranty.  As a courtesy to our customers, we extend the powertrain to 3-months.  

  Here is where you can find that info online-**********************************************************************

  A dealership is not responsible for providing the customer with detailed service history of the used vehicle, we do not have access to ***** dealerships service history.  We do a multi-point inspection as you provided in the last email that shows the vehicle passes all tests. We can also provide a car fax at the time of sale.

  I would suggest speaking with the ************* Manager if you have a good relationship with Arlington Acura and asking if he will reach out to the ************* *** to see if they would offer you some financial assistance on this ***air.  We have not seen any invoices regarding the compliant, but this would be my suggestion for moving forward with the ***air at ********* Lexus. 

  Thank you

• Initial Complaint

  Date:01/07/2025

  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 2022 Acura MDX from this dealer on 9/28/24. I was deceived by false advertisement which was posted online. I NEED a car with a remote starter that could be started with the key fob. This feature was crucial for me because I have health concerns. I have chronic pain condition/s in which cold weather, causes me to have major flare **** Because of that. I cannot sit in a cold car waiting for it to warm up. When I asked the salesman to reaffirm if the car had a remote starter, he assured me that it did but failed to mention that the only way to use the feature was through an app that I would have to pay for. I did not know that and would not have purchased the car if I had been told that I cannot start the car with my key fob. I did not discover this was an issue until a couple of months later when the weather got cold. I tried to start my car from the key fob and it didnt work. I took it to another Acura dealer to assist me and there I was informed that the remote starter feature would have to be installed in order to start my car with the key fob. I was very confused and called ***, the ** at McGrath Acura and expressed to him that their representation of the cars features was deceptive and that I should have been told the truth. I had no way of knowing being that every car I have owned always had a remote starter which was accessible via the key fob. I did due diligence by reviewing the features listed on the ad beforehand and verbally inquiring of this particular feature with the salesperson. I even sent *** photos of their ad. He implied that it was ******** who listed the ad incorrectly. He also stated that ******** listed all listings the same. This is bait and switch which is illegal. This is a huge problem and needs to be investigated. I have been cheated. I am owed a remote starter that is accessible from my key fob as expected.

  

  Business Response

  Date: 01/22/2025

  Dear BBB,  
  Our GM, ***** reached out to the customer this morning and left a message.  He is willing to have the key fob remote start installed, opposed to her using the phone app to start the vehicle. In order to schedule this, he needs to speak to her regarding the details. He is waiting for her return phone call.

  thank you 

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22777412
  
  I am rejecting this response because:

  MCGRATH ACURA OF LIBERTYVILLE continues to be non-transparent and deceptive in their business practices.  Today, I communicated with *****, the salesman who asked me to come in today  have the remote start installed, and to sign a secure POA. I asked him why this is being requested. ***** told me it is because the original application was rejected by the ***** due to an error of 3 miles that needs to be corrected. At this point I told him I would be willing to sign a LimitedPOA which is sufficient for this purpose.   However, after the exchange, I called the ***** to confirm that this was the reason my car has not been registered for almost 4 months now. I was informed by ***** that usually applications arent rejected unless the discrepancy is over 100 miles and that a Secure POA is not necessary unless there are issues with the title.  With that being said, along with all of the other things this dealership (as a whole) has been non-transparent and deceptive about I can no longer trust their reasoning for me to sign a SECURE POA.
  
  
  Secondly, in regards to the remote start being installed, I was asked if I could come in today to have the remote start installed and to sign the POA.  ***** told me that I could drop off my car but failed to mention the fact that the parts for the remote start kit was on backorder, thereby not informing me that they can not actually install the remote start because the parts are not available. At this point I asked ***** how long would the parts be on backorder so that I can know how long to expect to be without my own car.  ***** would not and never answered my question for whatever reason.  With this being said, I now believe the only intention was to have me to sign a secure POA for their own suspicious practices.  ***** informed me that they would report to the BBB that this issue is resolved.  It is not.  If McGrath wanted to do be transparent and forthcoming then why are they still not doing so?  Why am I being lied to?  Why cant they give me a timeframe when the remote start will be actually installed opposed to luring me in today to sign  a POA under what appears to be false circumstances and giving me the impression that the remote starter would be installed in a timely manner knowing the parts are not available? This dealership simply cannot be trusted. 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 02/03/2025

  Dear BBB, 

  Just to reiterate the vehicle DOES have remote start, similar to a ***** or ***** many manufacturers are moving to the app feature.  

  The POA is clearly an issue for the customer, we will get this handled, she no longer needs to be concerned about it. 

  Thank you

   

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22777412
  
  I am rejecting this response because:
  MCGRATH ACURA ****** ADVERTISED on-line with ******** which misrepresented the truth that the car that I purchased is NOT EQUIPPED with a remote start that is accessible via the key fob/s. The salesperson also verbally confirmed and assured me that the car came with a remote start/fob but failed to mention that it would cost extra (over 1K) to have a remote kit INSTALLED in order to start the car with my key fob. Later after purchasing the car (based on their false representation, I learned that McGrath was deceptive and all together non transparent. I was then told that I would need to purchase subscription for their Acuralink app in order to start my car with my cell phone. No where on the listing did it state that an extra purchase would be required to use this amenity. The report from ******** CLEARLY states that this car comes with an ALL IN ONE REMOTE FOB & 
  IGNITION KEY.  This is a device that can lock, unlock & START A VEHICLE. I am submitting additional proof.  McGrath pretended to  rectify this issue and agreed to install the remote start at their cost (just to make a false report to the BBB that this issue was resolved) but then reneged right after.  Its simple.  They are DISHONEST and have committed FRAUD. This is also BAIT & SWITCH and is unacceptable. Now
  they want me to pay extra for an app to use a feature that was supposedly already included? No. When technology changes, it is the sole responsibility of the seller to make sure consumers are aware -that there are HIDDEN additional costs -especially when asked about a specific feature UPFRONT. Secondly , if the car is advertised as having the 
  features 
  I NEED, then there was no reason for me to think to ask if there were hidden or extra costs.  McGrath STILL OWES  ME A REMOTE START. I will not settle for less. 
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:08/08/2024

  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 bought a certified Acura MDX on June 28, 2024 (approx $44,000). After the transaction was completed I was given one key for the vehicle. Keep in mind that as part of certifying an Acura they are supposed to validate that it has all three keys. The certification paperwork also checked the boxes for the extra keys. I was told I would get an extra key after they followed up with the previous owner. ******** calls and 6 weeks later I still don't have the key. Completely blowing me off. This was falsification of documents to get the sale.

  

  Business Response

  Date: 08/12/2024

  Dear BBB, 

  ******************** has been in touch with our General Sales Manager, ***********************.  He will be coming to the dealership tomorrow, 8/13, to pick up/program the 2nd key. 

  Thank you, 

  McGrath Acura Libertyville 

  Customer Answer

  Date: 08/13/2024

   
  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:08/01/2024

  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 car I liked and went for a test drive on 7/25. Decided to move towards purchasing the vehicle. They added roughly $2000 to the purchase price for undercoating and some other scam coating. I didnt catch it when signing the paperwork. This $2000 doesnt even actually show up on the paperwork. I only found it because I started adding and subtracting their figures with a calculator and found the discrepancy. I emailed the finance guy on 7/29. He ignored my email so I sent another one on 7/30. He called me on 7/30 and told me I agreed to the 2K up charge. I didnt accept this and wanted to escalate it so he said hed call me back the next day, 7/31, with the sales manager on the deal. 7/31 came and went with no phone call. I even emailed him asking when they would be calling. Ill continue to fight with them over this shady deal. Its sad that people hate going to car dealerships because of this shady business, but they continue to do it. Unless they rectify this matter, I wont be changing my rating. Furthermore, Ill never purchase a car from McGrath ********** again.

  

  Business Response

  Date: 08/03/2024

  Dear BBB, 

  our general sales manager, ***, Spoke to the customer today. The money and question was for accessories that have not been installed to the vehicle yet. After discussing this, the customer wanted a refund back. Put in a check request for the refund, and the check will be mailed to the customer next week. 
  Thank you! 

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22076892
  
  I am rejecting this response because: yes, I did speak with *** and he was very understanding and helpful. However, until I see a $2000 check in my mailbox or a credit on my loan, I cant close out the case. BBB is only giving me 7 days to respond to this last development, by either closing the case or keeping it open. I need to keep it open until my money is received. Sorry. 
  
  Sincerely,
  
  *****************************