Complaints

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• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a certified used Acura From Jay Wolfe Acura. The next week I noticed a noise coming from the rear of the car (rear wheel actuators went out). The same week my cruise control, lane keep assist, and lane departure lights came on the dash. The following week my mirror motor went out. Now it just makes winding and mechanical noises. The Bluetooth is messed up and no longer plays. This all happened within the first couple weeks of purchase. I contacted Jay Wolfe and they fixed the cruise control problem. They told me it was going to be another 5-6 months (or more) to fix the rear end. Told me they would check to see if the extended warranty I bout would cover the mirror motors. Never said anything about the Bluetooth. I believe ALL of these problems are covered under Acura manufacturer and their Technical Service bulletins (or TSBs) . These are assigned to certain year, makes, and model cars with these known problems. Contacted the manager (***) at Jay wolfe and he said he would look into it. This has been a month ago.

  Business Response

  Date: 12/06/2023

  ****** ******,
  
  It appears that you spoke with our Service Manager* *** *****, at length on Wednesday, November 22nd (3 days after this
  complaint was filed). After reviewing the 20-minute recorded call, we believe
  your concerns have all been addressed. If you believe this is not
  correct and still have concerns that haven't been addressed, please reach out to me directly so that I can assist you.
  
  To briefly summarize the call:
  
  Concern #1) We invited you in to show us the Bluetooth
  concern because it was not noted on your last Repair Order. You
  described on the phone to *** that the Bluetooth concern has happened 3-4 times. Tom did
  look up your phone model information while on the call with you and found that it is a very new phone model, and
  therefore may not be compatible with your vehicle yet according to Acura’s
  website.
  
  Concern #2) We replaced a "cable reel" under the Acura
  Precision Warranty and have resolved your cruise control, lane keep assist, and
  lane departure concerns.
  
  Concern #3) We were able to get replacement of both
  power-folding mirrors approved through your Acura Precision Warranty, NOT your
  Assurant Vehicle Service Contract. The mirrors were both originally on
  backorder, but we did receive the driver side. We are still waiting on the
  passenger side to arrive.
  
  Concern #4) The “paws” actuators are covered under a Factory Warranty Extension offered by Acura, but they are currently on backorder with no release date. We will contact you as soon as these parts become available.

  ******* *******
  Fixed Operations Director
  Jay Wolfe Acura of Overland Park

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

   ***** ********

  Business Response

  Date: 12/26/2023

  Hi ******,

  Apologies that we have been unable to connect. I will give you a call tomorrow to discuss your additional concerns. To briefly explain Technical Service Bulletins (TSBs), they are manufacturer technical assistance guidelines and not recalls. Therefore, we have to be able to duplicate each described concern to make the recommended repairs. In addition, Technical Service Bulletins are only covered when the vehicle is still under the limited new vehicle warranty. Since your vehicle is outside of that warranty period, any TSB repairs needed will not be covered by Acura. I can explain further tomorrow.

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

  Fixed Operations Director

  Jay Wolfe Acura

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

  Customer Answer

  Date: 12/29/2023

   
  
  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. Mr. ******* has been very helpful throughout this time. He is even helping me with other concerns about the warranty situation. He is also going to have the mirror motor unhooked so it doesn't make noise and look into the car not starting issue. I felt like I have been ignored, but **** has now made me feel like this DOES matter. Thank you!
  
  
  
  Sincerely,
  
  
  
  ****** ******