Complaints

This profile includes complaints for Chevy Chase Automotive LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Chevy Chase Automotive LLC

  7701 Wisconsin Ave Bethesda, MD 20814-3521

• 

  Chevy Chase Automotive LLC

  7725 Wisconsin Ave Bethesda, MD 20814-3521

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:08/20/2024

  Type:Delivery 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 October 2023, the service department affiliated with Chevy Chase Acura replaced a tire on my car that had not been maintaining air pressure. I was told a brand new tire was put on the vehicle. 10 months later the tire is rotten with no tread and inspection at another mechanic shows the tire is from 2015 and must be replaced ASAP. None of the tires on the car are less than 5 years old and show corresponding wear. Calls to the Chevy Chase Acura service manager who managed the October 2023 service are not being returned.

  Business Response

  Date: 09/06/2024

  ***************** contacted us on 8/25/2024 stating another shop told her the right rear tire we replaced on 10/12/2023 (RO *******) had not been replaced and had excessive signs of dry rot. I met with ****************** for inspection of her tires on 8/22/24. After inspection I showed  ****************** that the tire we replace on 10/12/2023 had been rotated to the front as document on her 5/4/2024 visit (RO *******). I confirmed the tire that is now located on the right rear does show signs of dry rot and uneven tire wear. I recommended to replace the right rear tire. She agreed and purchased a new tire from us. 
  
  
  During her time here she also showed me some additional recommendations the independent shop made. They recommended to replace both front lower control arms and brake calipers. Upon our inspection we found no issues or concerns with any of the recommended items. 

  Sincerely,
  *******************
  Service Director
  Chevy Chase Acura

  Business Response

  Date: 09/08/2024

  Subject: Response to BBB Complaint ID #********  Resolved Issue
  
  
  Dear Dispute Resolution Team,
  
  This message is regarding ********************************* complaint (ID #*********. We believe this complaint may stem from a misunderstanding, as the matter has already been resolved.
  
  ****************** contacted us on August 25, 2024, stating that another shop had informed her that the damaged  rear right tire replaced on October 12, 2023, had not been replaced by us and was showing excessive signs of dry rot. In response, our service manager, *******************, met with ****************** to inspect her tires.
  
  While inspecting the vehicle, **************** pointed out to ****************** that the tire which had been replaced on October 12, 2023, had been rotated to the front during her visit on May 4, 2024 . He noted that the tire on the right rear showed signs of dry rot and uneven wear. As a result, we recommended replacing the right rear tire. ****************** agreed with our recommendation and purchased a new tire during her visit in August 2024.
  
  Additionally, ****************** shared recommendations from the independent shop, suggesting replacing the front lower control arms and brake calipers. After inspection, we found no issues or concerns with these components.
  
  We are pleased to have addressed ********************** concerns and resolved the matter during her recent visit. Thank you for the opportunity to respond. Please do not hesitate to contact me if further clarification is required. Also, please find the attachments of the service visit for the three mentioned dates.
  
  Kind regards,
  *********************
  General Manager
  Chevy Chase Automotive 
  
  

  Customer Answer

  Date: 09/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  
  

  Customer Answer

  Date: 09/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  
  

  Customer Answer

  Date: 09/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  
  

  Customer Answer

  Date: 09/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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. I purchased a white used 2022 Acura RDX May 2, 2024 - salesperson *******. The vehicle sunroof had to be replaced so the car dealership had to keep my car for a whole month. They gave me a dirty rental car while they replace the sunroof. While the sunroof was being repair, they were supposed to repair the scratch on the passenger door. I received a call advising I needed to return the renter car. After getting my car home, I noticed my car was damaged after being in the dealership possession, my passenger seat was scratched and there were scratches on my bumper. Also, dirt in the ceiling and on my seats. Also, the lights inside my car do not work after the sunroof was replaced. I called back several times but my calls goes to the voicemail box where it is full. I called the dealership several times and salesperson but no resolution. I want these items fix soon.

  Customer Answer

  Date: 07/16/2024

  On July 12, Chevy Chase sent me a receipt for the loaner. When I returned the loaner I put a full tank of gas in the vehicle. They had originally returned my full deposit but now charged me after submitting my complaints. I want my $13.50 return back to my account. Thank you. 

  Customer Answer

  Date: 08/07/2024

  Hello. I took the vehicle back for repair and the still ended up with the same marks and found out the sunroof was had a leak. At this point I want another vehicle with continuous issues with the car.

• Initial Complaint

  Date:02/28/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 12/19/2023, I purchased a used vehicle from Chevy Chase Acura Used Cars, ******************. *****************. The vehicle was a 2021 Acura RDX, last six on the vin of the vehicle ******. My wife and I had gone to the dealership for an appt to test drive a couple of vehicles. I had been in contact with the salesperson, ******************************* for several weeks regarding a vehicle. At the time of the test drive, I advised ********************** of a sound occurring on the driver side of the vehicle which may have been a wheel bearing or out of round vehicle. ********************** assured me the vehicle was a Certified Acura Vehicle and if any issues discovered would be resolved. My wife liked the vehicle. I reconfirmed this assurance with the sales manager, ************* who relayed similar to ********************** regarding "If" there was an issue, their service department would correct without expense to me. I was unable to bring the vehicle in until 1/17/2024 due to personal health issues and weather. My appointment was handled by ******************************** Service Consultant. The vehicle issue was identified that the driver side rear wheel was "Cupped", which was causing the sound and the tire needed to be replaced. The cost was $228 charged to me. *********************** while very professional, advised my request to have the cost waived would need to be handled by the Used Car Sales Manager as a different department.On the same date of service, I recontacted ********************** regarding the matter. He advised he would notify the sales manager to contact me. I spoke to him a couple more times and no contact by anyone. I spoke with a sales manager named ******** on 1/24/2024. He advised the general manager, ***************** would need to handle. To date, after attempts to contact Mr. ****** he has never contacted me. This experience been unprofessional. I am requesting the refund for the amount paid for the pre-existing issue: i,e, tire. Obviously, their word and verbal commitment means zero.

  Business Response

  Date: 03/26/2024

  To the Better Business Bureau,
  
  Subject: Resolution of Complaint Filed by *************************
  
  I am writing to you to discuss a complaint Mr. ************************* filed with your esteemed organization regarding his experience at Chevy Chase Acura. We take customer feedback very seriously, and after a thorough review of ************************ case, we wish to extend our sincerest apologies for any inconvenience and communication issues he encountered.
  
  At Chevy Chase Acura, we pride ourselves on maintaining high standards of service and communication. Unfortunately, it has become clear that we did not meet these standards in ************************ case. We acknowledge that ************************ concerns about the vehicle must be adequately communicated or documented at the time of sale. Furthermore, our salesperson, ******, does not recall discussing these specific issues, which we sincerely regret. 
  
  In a commitment to fix this matter and as a token of our appreciation for ******************** bringing this to our attention, we have reached an agreement. Chevy Chase Acura will pay $228 to ********************, contingent upon the condition that the negative review he kindly submitted is updated to reflect the resolution of this matter. This step will rectify ************************ situation and help us improve our services for all customers.
  
  The reimbursement of $228 is intended as a gesture of goodwill and acknowledgment of ************************ inconvenience. We hope this resolution shows that we're committed to customer satisfaction and are willing to take necessary actions to maintain trust.
  
  After the review update, we ask ******************** to contact me at ******************************** to proceed with the agreed-upon reimbursement. We are ready to answer any other questions he may have and ensure a satisfactory resolution.
  We value ************************ business and are excited to move past this issue in a manner that regains his trust and confidence in Chevy Chase Acura.
  
  Thank you for taking the time to look into this matter and facilitating communication between our valued customer and our dealership.
  
  Warmest regards,
  Kaveh Jahed

  General Manager

  Customer Answer

  Date: 03/29/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: 21359798
  
  I am rejecting this response because:

  First, to suggest in summary that the salesperson **************** has no recall of the issue is incredulous as I have my wife as a witness, notes, text messages and being copied on an email to ************** regarding the need to speak with him, for which there was never a response (by **************).

  I thought from my phone call with ************** that upon receipt of the check for the disputed amount we had agreed I would update the review to reflect that the issue had been resolved.  He had initially offered a partial credit, then a full credit (for a future service) and then a full refund for the amount disputed. Obviously, a credit would not assist me as I have no interest in ever conducting business there again. The "certified vehicle" I purchased has had several issues since my taking possession. ************** now directs for me to update the review prior to issuance of the requested full refund of the disputed amount.  This is not acceptable to me as honestly; Chevy Chase Acura has made promises before which they failed to fulfill, i.e. correcting an issue reported prior to purchase after the sale occurred.  

  If Chevy Chase Acura wishes to issue the check for the disputed amount, I will update the review to reflect the issue has been resolved.  The amount requested is to me a reasonable resolution, but by no means corrects the manner in which this whole matter was handled.  It only makes me monetarily whole for that pre-existing issue. If Chevy Chase Acura opts to issue a check for the disputed amount, then I will update the review and/or BBB can remove it entirely.  If they decline, then please allow the review to stand.  

  I appreciate the BBB's efforts to resolve this complaint amicably.  

  Kind regards,

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

  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 04/04/2024

  To the Better Business Bureau and Mr. **************************************** acknowledge Mr. ***************************** concerns in his follow-up complaint. Chevy Chase Acura takes full responsibility for the issues and the communication breakdown. We are committed to fixing this situation directly and effectively.
  
  We will issue a check to Mr. ************************* for the full disputed amount of $228. By April 10, ******************** should expect to receive this check at his home address, **************************************. This action is taken in good faith to resolve the matter conclusively and demonstrate our commitment to customer satisfaction.
  
  We deeply appreciate ************************ patience and the BBB's invaluable assistance in facilitating this resolution. We regret any inconvenience this situation has caused and are committed to resolving this matter. 
  
  Kaveh Jahed 
  Chevy Chase Acura
  

  Customer Answer

  Date: 04/19/2024

  Good afternoon, 

  I just wanted to acknowledge receipt of the second message from the business.  They advised I would receive a check for the disputed amount around April 10.  Today is 
  April 19 and no check has been received.  I would like to hold off closing the complaint until receipt of the check at which time I will update the complaint to, "The issue with the dealership has been resolved".  Please advise if this is acceptable and I truly appreciate the BBB's strong efforts in attempting to resolve this matter. 

  Kind regards, 

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

   

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from Chevy Chase Acura on 09/11/2023 and was advised the “Document Processing Fee” of $500 is required by law and also was charged sales tax (6%) on Documents Processing Fee. So in all I paid $530 that I believe in State of Maryland is not a required charge. Second issue is that I was indirectly forced to finance the vehicle. Per sales manager, the dealership gets incentives from financing company and if I do not finance, I will have to pay $1000 more for the vehicle. In my opinion this practice is not in line with Maryland State and/or Federal Laws.

  Business Response

  Date: 10/27/2023

  Re: Response to BBB Complaint ID:  – Concerns Raised by *** ******* *****
  

  Dear BBB Representatives,
  
  We appreciate the opportunity to respond to the concerns raised by *** ******* ***** regarding his recent vehicle purchase at Chevy Chase Acura on 09/11/2023.
  Document Processing Fee and Sales Tax: At the time of *** ******* *****'s purchase, we clearly outlined all charges associated with his transaction, including the "Document Processing Fee." The fee is not portrayed as a requirement by the law but is a standard dealership charge to cover costs related to paperwork and administrative tasks. We acknowledge that a 6% sales tax was applied to this fee, totaling $530. All charges were presented transparently, and *** ***** had the opportunity to review and question any fees before finalizing his purchase.
  Financing Incentive: Regarding the vehicle's financing, our sales manager provided information on a finance incentive. Dealerships often offer better pricing and incentives to customers who finance, allowing additional savings to be passed on to the customer. We do not force customers to finance their vehicles; however, we communicate the pricing structure and available incentives transparently. *** ***** was informed that he would forfeit a $1,000 finance incentive if he chose not to finance. This option was communicated upfront, and *** ***** agreed to the terms at the time of purchase.
  
  Before finalizing *** ******* *****'s purchase, we thoroughly reviewed all the concerns he mentioned in his complaint. *** ***** initially requested that the "Document Processing Fee" be waived. In response, we clarified that the sale of the RLX would only proceed if the fee were included. We presented *** ***** with a clear and comprehensive overview of all available options. Our foremost goal is to ensure our customers are well-informed and pleased with their choices. Should *** ******* ***** need further information or seek added clarification, we stand ready to engage in a direct conversation.
  
  We genuinely appreciate your attention to this matter and remain committed to addressing the concerns and ensuring the satisfaction of our esteemed customers.

• Initial Complaint

  Date:07/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a regrettable turn of events, I found myself reaching out to Chevy Chase Acura for service records after facing battery issues with my Acura Certified Pre-Owned vehicle. The interaction I had with their servicing department was not only disappointing but also deeply frustrating. The service advisor I spoke to, unfortunately, epitomized unprofessional behavior. Her discourtesy reached a new level when she repeatedly cut me off mid-sentence, an absolute disregard for the basic rules of a conversation. As I attempted to provide my VIN, she curtly interjected with "hold on," offering me no opportunity to finish. The lack of respect and cooperation was glaringly apparent and unacceptable. To make matters worse, she ended our conversation abruptly by disconnecting the call without any warning or conclusion. Such behavior is entirely unfitting for someone in a customer-facing role and raises serious concerns about her suitability for the position. I was lucky to later connect with ****** from the scheduling department who proved to be very sincere and helpful. Yet, the bitter taste left by the initial advisor was not so easily washed away. This ordeal has led me to a firm decision - Chevy Chase Acura will no longer be a dealership I'd consider for any sort of business. The blatant lack of respect and decency displayed by their service advisor is a clear reflection of their customer service standards. I hope that this review will come to the attention of the general manager and that they will take the time to review any recorded calls. The way their customers are being treated is truly concerning and requires immediate rectification. Chevy Chase Acura, unfortunately, you have lost my trust and potential future business. Your inclusion on my 'avoid at all costs' list is well-earned.