ComplaintsforMetro Acura

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought an used 2016 ****** Highlander with 72k miles at this dealership last February (2/7/23). Now at 80k miles, I'm experiencing transmission failure. I attempted to contact the business, I couldn't get a hold of anyone to help me so I wrote an email to one of the sales manager, ****. He then gave me the phone number to the "used car department", the phone number was out of service. I contacted **** again, he gave me another phone number, this too was inoperable. I wrote to the general manager, *****, but there was no response. I just purchased this vehicle last year. My personal mechanic was surprised to see a transmission failure on a ****** at 80k miles. I'm a responsible owner who keeps up with my daily maintenance. It's either I was sold a lemon, or the mechanic at the dealership did not do a thorough job with the inspection prior sales. Either way, I just want explanations and solutions... Thank you for your help!

  Business response

  07/09/2024

  We have reached out the customer with the message below.

  ******,
  
  Thank you for answering my request to discuss this situation with you. I appreciate your frustration and understanding that I am here to help. That is, indeed, the case if I am able.
  
  You are also correct in how important every customer is to the family here at ********************** Auto **********************. We take great care to ensure every person who walks through our door is taken care of like family.
  
  Additionally, you are justified in your surprise and disappointment with a major component failure on the Pre-************ that you purchased from us. I share in your surprise. That is not at all common for a failure of this kind to happen so early in its lifespan. However, it does happen on occasion.
  
  Used cars, in general, are an enigma. Nobody can know the exact detailed mechanical history of a vehicle before it comes into their possession. Also, nobody can possibly know exactly when a component *** fail. There are probably millions of variables that *** lead to a major component failure. This is why we take great care to thoroughly inspect every vehicle that comes to us.
  
  Every Pre-Owned vehicle that comes into our possession goes through a detailed 182-point inspection before making it to the front of the dealership and offered for sale to the public.Your Highlander was no exception.
  
  I looked up the original work-order from December 14, 2022, when we inspected and reconditioned the vehicle before it passed. I found that the standard safety inspection was performed, a SMOG test, a standard oil/filter change was performed, as well as tires and brakes were found to be within regulation.  Also, there was a new battery installed in the car.
  
  Additionally, because of age and miles on the vehicle, the transmission fluid and filter were changed as well as the differential fluid.
  
  Metros intention is to ensure, to the best of our ability, that we are providing the highest quality product to our customers. We are just not able to account for every possible contingency.
  
  I empathize with you at the level of frustration and disappointment in this used ******* Although we feel for your situation, I am unsure how we can help with a car that was sold 18 months before a problem became evident, and the vehicle is not a Honda. I *** have been able to pressure our manufacturer to assist in some way, but this is not our brand. I feel that ***be that was the cause of confusion earlier with how exactly we could help your situation. You *** have success in appealing to ****** for redress of some kind. Honda, and by extension Metro Auto Group, take very seriously the relationship we have with our family of customers. I am sure ****** feels the same. There is only so much that is within our power, however.

   

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of Transaction 10/10/2022 Brought in my TLX for service (oil change ply complimentary multi point inspection) waited just about 2 hours and finally checked out with the inspection report saying everything was good and no immediate concerns. Get home not even 30 minutes later go turn on my car and it won’t start-battery is dead. Not even an hour since I got it back saying it was all good and this happens? I don’t know what kind of inspection was done or if any kind of service was even performed but I’m completely dissatisfied with the service department. Attached is the report provided by the service department and the read out done by triple a when inspecting the battery.

  Business response

  10/13/2022

  Contacted Guest, She replaced battery already with AAA. Offered a  a free Detail when she is free to return. Will call here today to make appointment. Guest was understanding of the situation now.

  Customer response

  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.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The vehicle VIN - 19UUB5******09918 The vehicle, 2021 Acura TLX, was purchased on June 8, 2021, from the showroom floor of Metro Acura Dealership. The vehicle was sold as being compatible with iPhone, Bluetooth HandsFree Link, and Apple CarPlay. Not to mention the innovative technology, Automatic Lighting Control, and Auto-Idle Stop System. The vehicle was purchased with a full 4 year/50,000-mile warranty. I have dealt with Metro Acura in Montclair, CA, Spreen Acura in Riverside, CA, and Wittmeier Honda in Chico, CA. I have attached the service reports from the said dealerships for your review. This does not include the three times I have called for roadside assistance due to being stranded by the 2021 Acura TLX. September 6- The vehicle would not unlock, even with the key. Stranded in a parking lot. Called Roadside assistance by the time some came, the car unlocked. September 8- the warning light Auto Idle Stop came on while driving September 10 – I took the vehicle to Spreen Honda and spoke with Mr. Phommasack. The vehicle had 3,275 miles. I was told that if lights are not on now, there is nothing they can do. I also explained that the Bluetooth is sporadic, and the vehicle will ring even after the phone call has been answered. I insisted they keep the vehicle and try. Later the same day, after I picked up the vehicle, warning lights came on again about 40 minutes later -Auto Idle Stop, Automatic Lighting Control- light while driving During this time, the warning lights would continue to come on intermittently while driving. September 15- I took the vehicle to Metro Acura and dealt with Fernando Alcaraz. The vehicle had 3910 miles. I explained to them about the vehicle not unlocking and warning lights. They stated something occurred when they put the wrap on the car, which caused the vehicle to not open; they said it was fixed. Unable to find a reason for warning lights. September 20 -Auto Idle Stop, Automatic Lighting Control- l

  Business response

  12/28/2021

  I contacted our DPSM for instructions, he has requested that I submit for a FTS (Field Technical Service Rep.) to come out and inspect the vehicle. The request was submitted 12/21/21 but do to AHM holiday shut down I will not see the FTS until the week of 11/3/22. Customer was contacted 12/27/21 and informed that we are waiting for factory assistance to inspect the vehicle.

   

  Business response

  01/03/2022

  “We have made a request at Honda for a factory technician specialist to come out and take a look at the vehicle.

  We are currently waiting on a date from the factory.  In the meantime, the customer is driving one of our Service Loaners

  Customer response

  01/05/2022

   I am rejecting this response because: I am being to told to bring the rental back until the factory technician can come out . This is not acceptable. I want the dealership to buy back my car, due to the issues.
  
  
  

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