Complaints
Customer Complaints Summary
- 26 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/16/2023
Type: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 vehicle from Arlington Acura of last year of July 2022. The first week of me purchasing the car went into the shop the following for a month so the car gets out of the shop it goes back into the shop another month and the issue was still not fix. And the car will not pass emission test so I tell the dealership I'm done with this car I want my money back. They tell me no come trade the car in. I tell them there's nothing on the lot that I want on that lot
Business Response
Date: 01/16/2023
**********************,
You purchased a 2017 Jaguar on July 18, 2022 As-Is and did not purchase a warranty. Arlington Acura would be happy to have your bring your car in for service. To make an appointment please call ************.
Thank you,
***********************HR Director
*******************************************
Customer Answer
Date: 01/31/2023
Complaint: 18818982
I am rejecting this response because:Please call me!!!!! No one has help me. I have a warranty on vehicle I need to return this vehicle
Sincerely,
*******************************Business Response
Date: 02/13/2023
Hi,
Our Finance Manager, Ideen, reached out to you on Friday, February 10, 2023, and asked for you to bring the car into service to have it looked and we will get it fixed for you. You can reach out to *************************, General Manager, at ************ if you have any questions.
Thank you,
***********************HR Director
*******************************************
Customer Answer
Date: 08/31/2023
Complaint: 18818982
I am rejecting this response because:My name is *******************************, I need help against Arlington Acura they're not honoring my contract .With my engine now my engine has went out . Please!! Help me . Call me at ***********. ThanksSincerely,
*******************************Business Response
Date: 09/12/2023
We are pleased to inform you that we are ready to assist you with your vehicle service appointment. Our ****************** is dedicated to making this process as convenient as possible for you.
To schedule your appointment, please call our ****************** at ************, and our friendly and knowledgeable staff will be more than happy to assist you in selecting a convenient date and time that suits your schedule.
At Arlington Acura, we take pride in our experienced technicians and state-of-the-art facilities, ensuring that your vehicle receives the care it deserves. Whether you require routine maintenance, repairs, or any other service, we are here to provide you with the highest level of service excellence.
If you have any specific questions or concerns about your vehicle's service needs, please feel free to mention them during your call, and we will do our best to address them.
Once again, thank you for choosing Arlington Acura. We look forward to serving you and your vehicle. Your safety and satisfaction are our top priorities.Thank you,
***********************
HR Director
*******************************************
Customer Answer
Date: 09/13/2023
Complaint: 18818982
I am rejecting this response because:
Hi, this ******************************* case number #*********DD2 the dealership has my car every time I call them they give me the runaround. What going on with my car. Please call me ***********. Thanks
Sincerely,
*******************************Business Response
Date: 09/28/2023
I apologize for all the inconvenience you had with the car but we did take it back yesterday.
However, we are thrilled that you chose to stay with us and have made the decision to purchase the **** Acura Integra. Your trust in our brand and your continued patronage mean a lot to us, and we are confident that you will thoroughly enjoy your new car.
Should you have any questions or require assistance with your new vehicle, please do not hesitate to reach out to *************************, our General Manager. **** is here to ensure your ownership experience is nothing short of exceptional, and he can be reached at ************ or ****************************************************.
Once again, thank you for choosing Arlington Acura. We truly value your business, and we look forward to serving you for many years to come. If there is anything else we can do to enhance your ownership experience, please don't hesitate to let us know.
Safe travels and enjoy your new **** Acura Integra!Thank you,
***********************HR Director
*******************************************
Customer Answer
Date: 09/29/2023
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:10/20/2022
Type: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.
Hello my name is ************************************* I went to Arlington Acura in Palatine 9/12/2022 For a 2017 Jaguar XF which I gave **** dollar deposit all the paperwork was file out but the bank loan didnt fall through due to Lack of employment verification I work for a privately owned trucking company which everything is done in-house and the bank didnt Except my company check stub which the owner I told them the owner would verify they didnt approve of that now I am out off a car in the dealership will not gave me my deposit backBusiness Response
Date: 11/08/2022
************************,
I apologize we could not get you funded due to your employment verification. We contacted you and asked for you to return the vehicle back to Arlington Acura because the bank would not approve your deal due to employment verification. You agreed to return the vehicle and never showed up. Unfortunately we had to pay to have your vehicle repoed which your down payment was used for. On the contract you signed it does say you are responsible to return the vehicle or pay the fees. Should you have any questions, please reach out to me.
Thank ***,
***********************
************
*******************************************
Customer Answer
Date: 11/11/2022
Complaint: 18252850
I am rejecting this response because:
Sincerely,
************************************* I was not notified by phone or email about me returning the car I can send the last 3 months of my phone records to prove there Statement is false why would I give away **** dollars away for a repo driver to come get a vehicle I can return I work ************************************************************** and to sit there and say they did is utterly disrespectful and this will not be droppedBusiness Response
Date: 11/23/2022
Hi ************************,
Attached is a copy of our phone log showing calls were made to you. You were aware that the Financing was not approved due to the bank not being able to verify your pay. Please let me know if you have any questions.
Thank you,
***********************HR Director
*******************************************
Customer Answer
Date: 12/01/2022
Complaint: 18252850
I am rejecting this response because:
Sincerely,
*************************************So Im assuming you didnt look at what you sent SO 9/11/2022 I got the car phone history with me ended on the 9/14/2022 so a whole month pass nowA inbound call from me 10/13/2022 me asking about my car where are the phone records from 9/14/2022 to 10/13/2022 almost a month in the file I sent is every incoming in out going call from that time and every voicemail that was left JUST STOP IT YOU DIDNT CALL ME OR EMAIL ME NOTHING NO NOTIFICATION NOTHING NOW YOU ARE TRYING TO TAKE MY MONEY FROM 9/11/2022 to 9/14/2022 was the last we talked after I left the dealership I had no knowledge about the financing didnt go through BECAUSE I WOULD RATHER RETURN THE *** THEN TO GET MY MONEY TAKENInitial Complaint
Date:10/04/2022
Type: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 dealer is a total scam. They use a bait and switch tactic. I came to buy a car they agreed on a price the then retired ti add in 1600$ in extras on the back end and told me rude and nasty slurs when I said thats not fair you bait and switched me. They are a total sham. I told them I dont want to pay the extras for tracker device and coating that has not been preformed to the vehicle and they claimed they put it on all vehicles.Business Response
Date: 10/18/2022
Hi,
Arlington Acura has no record of a vehicle sale or you coming in to look at vehicle. We searched our database by your name, phone number and email address with no luck. If you can please provide any paperwork to help research your claim that would be helpful.
Thank you,
***********************
HR Director
*******************************************
Initial Complaint
Date:09/22/2022
Type: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.
Hi, I am reaching out not sure if I can get any help but it's worth a shot. I got a car under payments about a year ago. ****** Camry 2012. And i tried to take it in for a trade, I supposedly got approved and left with a ***** Accord 2013. They call me about to be a month in and tell me that I was not approved and had to take the car back ASAP. I did and they told me i needed a cosigner and to come back when I had one and let me use a rental ***** Sonic 2015. I go back with a cosigner 3 days later and they tell me my Payments are not $100 more than what we had agreed. I say no please cancel everything and they tell me they can't return my ****** Camry 2012 because it has a Lean on it. They mentioned returning my money soon, but as i waited for an amount or any information regarding this they said " we have no paperwork we can give you, sorry this did not work out" and walked away. They left me with no car, and no type of proof of what is going on. Is there a way I can get any help? This has happened before, about 3 month back I tried to trade it and got an Acura 2017, they also called me back 2-3 weeks later saying to return the car. Not sure what is going on but the General Manager is avoiding me completely his focus is on the fact that I got approved with a co-signer and I can take a car. I'm scared my credit is getting hurt by this and I just started building it. I also made every payment towards my car on time.Business Response
Date: 10/18/2022
Hi,
Thank you for reaching out. Our General Manager, ************************* has bee in in contact with you. The vehicle you were wanting to purchase has a child support lien that we are trying to work with our insurance company and the Wisconsin DMV. Arlington Acura did not want to sell you a vehicle that we can not title at this time. As soon as we have more information on getting the lien released we will let you know.
Thank you,
***********************
HR Director
*******************************************
Customer Answer
Date: 10/18/2022
Complaint: 18062503
I am rejecting this response because: The general manager has not been in contact with me, he communicated with me twice during this whole process, and it was only when this had just started. I have via text messages of the last time he spoke with me which was September 17, 2022 @9:41am.
Also, the car ****** Camry 2012 that has the lien on, is under my name already. I have ***** Fargo calling me on daily basis that I need to make a payment for a car that is sitting in the dealership parking lot. I have been in possession of that vehicle since last year October 2021, its not a new car that I want to get. I have proof of insurance, payments and registration confirming I have had that car since last year - meaning the dealership sold me that car with a lien. Now this has affected my life drastically, my 3 year old son just had 3 surgeries, I now have to take Ubers and taxis to his check **** I have to ask and pay for rides for work. Or simply miss work. My credit is being affected mainly because of this, its becoming a bigger issue as days go by.I was expecting a better answer from behave of the dealership, they disappoint me more and more by their answers. They need to get all their information correctly before answering.
Sincerely,
***************************** *****Business Response
Date: 11/08/2022
Hi,
Our General Manager, *************************, will be reaching out to you on Wednesday, November 9th to discuss options. Unfortunately the ****** Camry has a child support lien by the State of ********* and we cannot get a title. We will have your car paid off and refund you your down payment. You can also look at our inventory to purchase a different vehicle.
Thank you,***********************
HR Director
*******************************************
Customer Answer
Date: 11/10/2022
Complaint: 18062503
I am rejecting this response because: Today is Thursday November 10, 7am and I yet have to heard from anyone there. Since September I have been told by your representative there that it was going to get paid off and I was going to get my money back, till this day none of that has happened. I would just like the money back and close account so that my credit stops getting ruined like it is now because of this car. I do not feel comfortable purchasing there anymore.
Sincerely,
***************************** *****Business Response
Date: 11/23/2022
Hi ******************,
Arlington Acura did pay off your vehicle to ***** Fargo. Please see the attached check. If you have any questions, please let me know.
Thank you,
***********************HR Director
*******************************************
Initial Complaint
Date:09/02/2022
Type: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.
On 08/05/22 I came in to buy out my leased vehicle. *****/***** helped me.We agreed on the price, then I was told that they would give me their employee pricing for extended warranty (approx $1500). When I signed paperwork on their Ipad, I wasn't shown final price, nothing, I only saw the signature lines. Then I was given a flash drive. When I opened it at home, I saw that the final price was over 23K, which included warranty for $4,299, which was Not what I agreed on! I went back to the dealership on 08/06/22, asked to remove the warranty and adjust my loan amount. Financial mgr Agron reduced the warranty to $1,900, interest rate on the loan to ****%, total loan amount to $20,982.30, and monthly payment to $336.02. I was only provided an updated Purchase Agreement reflecting the updated loan ***************** amount and was told that he would email me the remaining loan documents reflecting new interest rate & new payment amount on 08/08/22. After nothing have been received, I emailed him on 08/15 & 08/18 & left him a voicemail on 08/20. No reply back. On 08/27/22 I received a letter from FILO with incorrect loan amount, interest rate, monthly payment amount (attached) along w/1st payment letter from ************ w/incorrect higher payment amount. The 1st set of loan documents signed on 08/05/22 were shipped to the lender instead of being voided and 2nd set of docs signed on 08/06/22 to be shipped. On 08/27 I left a detailed voicemail to Agron and their general manager **** advising of an error and asking to resolve it, received no response. On 08/29 I left a voicemail to financial mgr Ideen and emailed him on 08/30 w/no response. I spoke to ***** at FILO on 08/29 who advised me that someone from dealership called them on 08/29 to let them know of incorrect loan figures, but they still need/waiting for my file with the correct numbers. Please assist my loan figures/1st pmt letter to be adjusted to reflect documents signed on 08/06/22 & obtain copies of those docs.Business Response
Date: 09/14/2022
******,
Thank you for visiting Arlington Acura. Our Finance Manager, Ideen ******** has confirmed that you did return to Arlington Acura for a billing adjustment and everything has been completed. If you believe this to be incorrect, please reach out to me at ************.
Thank you,
***********************HR Director
Arlington Acrua
*******************************************
Customer Answer
Date: 09/16/2022
Complaint: 17898665
I am rejecting this response because: This issue hasn't been resolved since 08/05/22. I did come in third time to the dealership on 09/12/22 to wet sign the documents as I was told the documents I signed on 08/06/22 were lost. **** has finally received the updated documents on 09/09/22. However, no turn times have been given to me as when my loan figures would be corrected. As of today I have not received anything from the lender reflecting the correct loan amount, interest rate, monthly payment!! I only see that **** did another hard credit report pull on 09/12/22. My payment is due on Monday 09/19/22. Someone needs to reach out to the lender and get this resolved ASAP. This needs to be expedited as this is Acura's error which has not been taken care of for over a month now!
Sincerely,
***************Business Response
Date: 10/10/2022
Thank you for reaching back out. I was advised that you did return to Arlington Acura and met with Ideen ********, Finance Manager and all documents were adjusted and resent. If this has not be completed please reach out to me, ***********************, HR Director at ************ or ******************************************* and I will be happy to step in and help you. Please let me know if you have any questions.
Thank you,
***********************HR Director
Rohrman Automotive Group
************
Customer Answer
Date: 10/17/2022
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,
***************
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