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:05/10/2025

  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.

  In November 2021, we purchased a used 2018 ************* GLC300 from this dealership. Recently, we went to trade in this vehicle for a new vehicle on 4/16/25 and discovered that the title was branded Not Actual Mileage in February/March 2022. I referenced our documents from the vehicle purchase and the odometer statement signed by Advantage Acura did not indicate this. We went to Advantage Acura on 4/28/25 to resolve the title issue. While at the dealership, we inquired if they would be willing to provide a fair offer for the vehicle forgoing the title issue, since they were resolving the issue. They provided a fair offer for the vehicle. We provided them with title that day and informed the dealer we needed a day to think about the offer. I contacted the dealership on 4/29 verbally informing them we would like to move forward with the offer, but we would not be in until the next day to accept the offer. We came to the dealership, provided them with the keys and the vehicle, signed a bill of sale, power of attorney regarding the car title, and confirmed that the dealership had the title in possession. The manager informed us that the person who issues the checks was already out for the day, and that he would call me when the check is ready for pickup. On 5/1/25 I received a phone call stating that the check could not be issued because the title was no longer in the dealers possession. They are still refusing to pay despite my willingness to compromise based on communications on 5/2/25 and 5/3/25. My emails (5/3/25 and 5/10/25) and voicemails (5/6/25) have since been ignored by the dealership general manager. I understand this is a complex situation but I have been defrauded by this dealer and am suffering financially due to their errors and negligence. I am asking for prompt resolution on the matter. I can provide documents if necessary and further details, the character limit here restricts inclusion of further details.

  

  Business Response

  Date: 05/12/2025

  Yes. we have resolve the matter with the client.

  Customer Answer

  Date: 05/13/2025

   
  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:10/19/2024

  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 purchased a 2016 C300 from Advantage Acura for $20,054, with under ******* miles on it on 11/2021. I was pressured to make a $2,000 down payment, which I was told was required by the finance company. Later, I discovered from my finance company that this down payment was not necessary and did not go toward the vehicle at all. This constitutes a violation of the Truth in Lending Act, which mandates clear and accurate disclosure of loan terms and costs.Since buying the vehicle, my experience has been a nightmare. Within a month, I discovered a recall for a leaking pressure pump that was affecting the engine. The car has continued to have engine issues, and Ive now been informed that the turbo is failing. I have invested more money into repairs than the car is worth.I contacted Advantage Acura multiple times, as instructed. During my first call, I was advised to take the car to a ************* dealership. On my second call, I was told to bring the car to them. All they did was a diagnostic and informed me that my turbo was going out. Additionally, I received an inaccurate Carfax report, which misrepresented the vehicles history.I believe my rights have been violated under various consumer protection laws, including those related to deceptive trade practices and unfair business practices.

  

  Business Response

  Date: 10/23/2024

  To whom it may concern,

  Based on our research, this lady purchased a vehicle on 11/10/2021.  ***** submitted an inquiry through ******** pre-qualified which prequalified her through ******************.  Prequalification's and pre-approvals are not guaranteed approval through the lender until credit, money down and check stubs are provided to the lender to determine an approval for the 2016 Mercedes C300 she wanted to purchase.  ****************** services only approved her for $20,054.74.  She had to come up with $2,000 to purchase this vehicle because the cost was $2,000 over the approval amount.  Total was $22,054.74.  When financing a vehicle based on the clients credit the lender will determine stipulations needed for an approval based on the year of the car, term and mileage.  Please reach out with any further questions.

   

  Kind regards,

  ***** ***** Jr.

  Variable Operations Manager 

  W: ************

   

  Advantage Acura of Naperville

  ***************

  Naperville IL 60540

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22446512
  
  I am rejecting this response because: The information that he stated is inaccurate; When I was sold the car, I was told by the sales representative that the amount that he is quoting was the full amount for the car including taxes and fees; and if I put the $2,000.00 down, it would lower my monthly payments. Which I found out later by my financing company that it wasnt true.  I also had someone with me who witnessed the sales representative who sold me the car, inform me of this. This company also sold me the car knowing that it had a recall that effect the engine. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 11/16/2024

  To whom it may concern,

  Without any further documentation from the lending institution, there is nothing we can do.  Please advise the client to go back and review their truth and lending contact that shows the $2,000 down payment helped to lower their amount financed.  Unfortunately, there is nothing the dealer can do to assist with this at this time.  

   

  Kind regards,

  ***** Jones 

  Variable Operations Director 

• Initial Complaint

  Date:07/29/2024

  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.

  Attached to this complaint is the estimate that said dealership in question sent me only to have inconvenience me. I called ahead of time on my Saturday off to confirm that they would in fact honor the price within the invoice. When I arrived at Advantage I was told that they would then have to review over the estimate and had me wait an additional hour and threatened to withhold my $1000 deposit I had made yesterday until Monday because a man whom presented himself as "***** ***** **** stated "he was a store manager but had to call another another manager to open a back office where allegedly my deposit was held". This was dishonest on it's face considering my appointed salesman was dealing with others whom apparently he subjectively deemed higher value and was seen taking checks to said office. The following Tuesday I discovered a stamp endorsement on the back of the check rendering it useless. Afterwards I called ***** ***** *** regarding this and his response was Oh well we didnt cash the check yet so your bank should be able to accept it Again me and my father drove to the dealership, arriving at approximately 2:00pm where after an additional 30 minutes of waiting ***** ***** *** stated that once they (Acura Advantage of Naperville) would deposit the money order & it clears they would then write a check for a $1,000 for me to cash. I would have the option of either having the check mail to me or picking the check up in person; I chose the latter. As of Wednesday July 24, 2024 I still have not received my $1,000 deposit back; at approximately 10:30am CST I called the ****************** at ************** I was transferred to the business office where I left a voicemail following up if the check was ready for me to pick up. At 10:46am CST ***** ***** *** called and then informed me that my check wouldnt be ready to pick up today but maybe 3-4 days and if I call again about it(my $1,000 deposit refund) it wont be ready for 7-10 days.   

  

  Business Response

  Date: 07/30/2024

  It will take 7- 10 days to get a refund to any out of state client.  This has been explained to the client.  Our accounting team will make sure this client receives a check within that time frame.   I spoke with customer on mutliple occasions and told him 7-10day from july *******. Its our banks policy.

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22060009
  
  I am rejecting this response because: the business (Advantage Acura) stated in their response it takes "7-10 days to cash checks for out of state client". This is a moot point because I am an Illinoian as evident by my address on the cash receipt from Advantage acknowledging my entitled refund ;likewise, the business (Advantage Acura) is doing business in ********. Likewise, the "communication" of that is simply untrue. Furthermore the money order came from a 5/3rd branch in *********
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 01/29/2025

  On multiple occasions, We have responded to the customer and provided him with refund.  Ay  this point I don't think anything we can help him with.

• Initial Complaint

  Date:07/26/2024

  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.

  On07/25/2024 Advantage Acura of Naperville, used unethical billing practices to inflate their service bill. The service manager lied about the services the repair technician used and threat to charge me more if I didnt pay the bill as stated. My complaint is the triple billing of Diagnostic Charges, when you plug a car into the Diagnostic machine it gives you All the Error/Service codes, so there is No need to unplug it and start again if your checking for 2-3 codes, they would have All shown up on the first Diagnostic test, and that also gives them free multi point inspection, so they can try and sell you more services. Advantage Acura charged me for 3 x $189 Diagnostic Charges, when Only performed 1. I have the ******************* Video, with the Repair technician describing the recommendations for repair and that only 1 service failure code showed. Therefore I requested that they refund 2x $189 because there was no need to run more than 1 Diagnostic test, they refused and then the Service Manager ****, lied about services the repair tech performed to justify the triple Diagnostic fees, the repair video proves he was lying.

  

  Business Response

  Date: 08/28/2024

  On 7/23/2024, **************** came into the service department with 3 concerns and a recall.  Upon dropping off his vehicle, it was explained to him multiple times that there would be 3 separate diagnostic charges and **************** signed next to the amount of the 3 diagnostic charges of $569.85.  The 3 concerns that **************** had were all unrelated to each other; hence the 3 diagnostic charges.  The 3 different areas of concern were the front driver's seat (does not adjusting up or down properly), the transmission (hard lunge feeling and hard shift into 3rd or 4th gear), and the trunk lid (closing automatically).  Plugging in the diagnostic machine will not diagnosis all 3 of these concerns.  The technician found the motor failing by testing the circuit within the motor to confirm failure of that component part.  The transmission concern diagnosis included hooking up the diagnostic computer checking for codes, test driving the vehicle to duplicate the concern and monitoring the trans computer module during the test drive and the repair included the replacing of the trans fluid and reflashing the transmission control module and then test driving the vehicle again.  The trunk lid concern included the technician duplicating the concern and then working on the source of it- which was a bent bracket on the strut which was replaced. 

  Plugging the car into the diagnostic machine will not give you a code that says that the bracket on the strut is bent nor will it say that the seat motor has an internal failure- that requires more diagnostics than a computer.

  A refund will not be issued as the diagnostic charges were explained up front before service was performed and again at the time of pick up.  

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22050319
  
  I am rejecting this response because:
  Dear BBB Representative,
  
  No the issue hasnt been resolved, Advantage Acura violated 5 of my consumer rights according to the Illinois Automotive Repair Act.
  
  Section 815 ILCS 306/80 - Unlawful acts or practices, 815 ILCS 306/80 | Casetext Search + Citator
  
  
  (2) Charging a consumer for parts not delivered or installed or a labor operation or repair procedure that has not actually been performed.
  
  (4) Failing or refusing at the time of sale to provide a consumer, upon request, a copy, at no charge, of any document signed by the consumer
  
  (10) Charging or receiving payment for repairs not authorized by the consumer under Section 15, 20, 25, 30, 35, 40, 45, 50, 55, or 60.
  815 ILCS 306/80
  
  
  When i dropped off the car on 07/23/24 at Advantage Acura of Naperville,  ******* ****** gave me the pre-authorization form and said sign here that you agree to oay $189.95 for diagnostic services to diagnose the repair and initial here if you agree to pay $569.85 for all 3 concerns. 
  
  I said to ******* ******, that there was No Need to do 3 diagnostic tests, i explainedthat the rear tailgate strut wasnt even connected to the diagnostic sysytem and NO Codes would show up, its has its own internal sensor for pressure and consists of 3 parts, 2 brackets and the power strut somit should be easy to find the problem. Furthermore the driver side power seat wont show coses errors either, so the only concern thatmight need diagnostic testing is the hard shifting transmission. Therefore i was Only Autherizing 1 diagnostic test, so where do i sigh for 1 charge of $189.95? Stephenn slid backmthesame form as before, without making any corrections, he told me to just sign at the bottom and Dont initial by the $569.95 charge and they would only bill me for 1 charge of $189.95. I asked ******* for a copy of that document that he had,e sign and he said that they weee for their use only and i didnt get a copy of the document. Which is over $100 and is required by the Automotive Act to supply the consumer a cooy of any document they sign and charges over $100.
  
  I Verbally Declined to pre-authorize 3 charges of $189.95 each and only authorized 1 charge of $189.95 at the time i dropped off the car, i am not responsible for ******** ability to correctly follow my verbal directions or his inability to correct documents to reflect my verbal directions. Therefore Advantage Acura violated my consumer rights under the Illinois Automotive repair act, he also made their documnets ilegal and nonbinding!
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 09/27/2024

  Advantage Acura would like to offer a goodwill refund of the 2 diagnostic charges of $379.90.

  Customer Answer

  Date: 09/29/2024

   
  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:01/22/2024

  Type:Sales and Advertising 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.

  This complaint is regarding fraud through deception. On January 20th I went to Advantage Acura in Naperville Il to purchase a vehicle that was advertised as a Certified Used Acura MDX. Their advertisement was offering the car for $34,860. I traded in a paid off 2017 Acura RDX. They played the numbers game like always. They added erroneous fees for the of over $3500 and added them onto the price of the purchase price of the vehicle instead of showing them as fees in the deal. This subsequently made the purchasing price over $37,000. I realized I was being defrauded as I sat right in front of them. I stood up for myself. The finance person got the manager who told me I was pretty and intelligent so he would "try to make things right and give me more money for my trade-in and adjust the price down." Even at that, the vehicle is still over the advertised price. He then proceeded to tell me that they advertise low to get a person in the door and then add all the erroneous fees because they can't compete with Carmax and Carvana. I texted my best friend, whom unbeknownst to me, made an inquiry through their web about the exact car, essentially having my back. She asked if the price posted was the price out the door and if there were additional fees. She was told yes that's the price and the fees are the standard tax, title, license, document and dealer fee. Please see the attached chain of emails regarding her inquiry. You can see in the attached contract that they are still in violation of their advertised price. This has caused me physical illness that I could be deceived, defrauded and taken advantage of as I sat before them. I called the manager when I got home and he told me there were no web. inquiries essentially saying that he can defraud people if wants to, I have been in the automotive industry since '95 and worked at dealerships. This is absolutely illegal. The contract is fraudulent and my birthday is wrong.

  

  Business Response

  Date: 02/07/2024

  We have talk with customer multiple times and resolve the issues, We discussed the miscommunication and explain the Purchase Order with her.

   

• Initial Complaint

  Date:12/02/2022

  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 September 10, 2022 I went to Advantage Acura of Naperville to purchase a used car. I didn't have any issues purchasing or with the employees. The issue is that I'm a resident from a different state and I paid for the license and registration to be sent over to my state and that has yet to be done. My temporary plates expire in a week. I've called the dealer and they say it takes **** weeks but there's an employee shortage so it might take longer or maybe my state has the application sitting on their desk and hasn't put it in yet. I called my state's dmv and they said they don't have the application at all and to ask for the tracking number for it from the dealer. The dealership won't tell me the tracking number. The lein holder for the car has sent me the second notice for my registration. I'm stuck.

  

  Business Response

  Date: 12/05/2022

  The issue with her plates and registration has been resolved , The state of Wisconsin DMV office has all necessary documents to process her plates