ComplaintsforNalley Acura

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 15th 2024 I was told a 2021 Acura RDX came with a warranty. It had a little under ****** miles. I was told my loan would be with LGE credit union. I received a letter in the mail LGE denied my loan. I received an email that my loan was with Northwest Federal credit union for over $42,000 the price of the car was a little over $37,000 and I paid $3,000 down payment. I knew something was wrong and looked at the ppwk the finance mgr sealed up in an envelope and read I was charged over $5,000 in warranties. NEVER did the finance manager explain I was going to be charged for warranties or ************** I would have declined it. That was deceptive. My husband was there and witnessed that the only money mentioned was my car payment amount and my down payment. Thats itI want the warranties cancelled ASAP and why was I told I was approved by LGE when I was denied? I am not comfortable with the lender that was chosen for me and wanted *********** who I was pre-approved with but the finance mgr said he could get me a better APR with LGE. He said I was approved when that wasnt true. I was lied to. I feel like I was taken advantage of just to make the sale. I was given some paperwork from the service guy on the work that was done on the car while they had it in their possession prior to selling it to me theres no vin or any info that shows its actually for my vehicle. It could be from any vehicle on the lot. The $5000 warranty fees and $3000 down payment puts this 2021 used vehicle at $45,000 that is proof I was severely ripped off and taken advantage of.

  

  Business response

  04/05/2024

  Dealership has contacted customer and issued a refund.

  Customer response

  04/05/2024

  I have not received the refund yet. The $5000 in extended warranty costs is still on my account as of today. 

  

  Business response

  04/08/2024

  Refunds can take several weeks to process. 

  Customer response

  04/08/2024

  I do not want this case closed until the refund has been received. 

  

  Business response

  04/10/2024

  A partial refund of $898 has already been sent via mail directly to the client. The balance of the refund will be sent from the respective warranty companies. The request for cancel and refund has already been submitted by the dealership. The warranty companies typically take 4-6 weeks to complete the refund process and issue the check. The refund for both the *** insurance and vehicle service contract will be sent to the lien holder. I have discussed this with the client on the phone.  

• Initial Complaint

  12/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Dealership charged $408 to replace one TPMS sensor on our vehicle. My wife was told to expect to be there about an hour. She was there for 2 hours. A couple of days later, the warning light came on again. I took the vehicle to a tire shop where they replaced all three of the other sensors for $190.Upon contacting the dealership about the discrepancy in pricing, their service manager listened to my grievances and expressed his mutual dissatisfaction with our treatment. He said he would speak to the ** about the situation. Later that evening I got an email and he (service manager) said that he had called another Acura dealership posing as a customer and was told the cost would be $380 so I was basically told to just **** it up.I found that hard to believe, so I too called the dealership that he mentioned and was told to expect to pay appx $180 for a single TMPS sensor. A second dealership in the area told me to expect appx $206. I then called Nalley as if nothing had ever happened and was told to expect appx $261 (1 hr labor @ 175 and $86 in parts). Nalley's own estimated price is $261, yet my wife was charged $408 and made to wait. I feel that they took advantage of my wife being the one who brought the vehicle in for service.

  

  Business response

  01/05/2024

  The quote that was given to the customer is the same amount anyone else would receive. Checking quotes from a *********** authorized service center would usually be lower than an authorized *************** dealership technician. The warning light coming on afterwards would mean the other sensors need replacing. We don't replace parts that are currently still working properly. We are offering to refund $228.00 from what was paid and the quotes received after the service. 

  Customer response

  01/05/2024

   
  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

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initally purchased a vechile on 11/15/2022. I had to put oil in the car every 2/3 days. Called the dealership and they said bring the car in. They looked at it and said they didn't see any visible issues. I then asked can I get out of the loan or pick another car and they said yes pick another car. 11/23/2022 I found another car. I emailed *********************** on 12/6/2022 and told him the issue (leaking oil every two weeks now/smell of burning oil) and advised I was going to take the car in to Audi to see what the real issue was however, I made an appointment with Nalley to get an oil change to see if they said there were any issues and they didn't end up doing the oil change because they wouldn't honor the coupon for oil change of $69.99 and told me I'd have to pay approxly. $130. I made an appointment for ****************** and the next availability was 12/31/2022. They told me there were multiple issues with the car almost $10k. I provide Nalley Acura with the report and they then said I can pick another car. At this point I don't trust their cars there selling! I've gotten 2 terrible cars and I just want out of the loan. Then there only trying to give me an allowance for the car that's damage for $10k. How is it my fault they've sold me a car with major damages needed and then my warranty covers nothing! I want my money back, my trade allowance back, the money for getting tinted windows all back and to be out of this loan! Please help me. Thanks ***************************

  

  Business response

  01/25/2023

  The dealership assisted the customer on their first used vehicle selected to purchase by trading into another vehicle. We have offered the customer the option of trading out to another make other than ***** *** consumption issues are common with this make (Audi) and model. W have offered the customer the option to have any used vehicle we sell checked out by their own mechanic prior to purchase. 

  Customer response

  01/31/2023

   
  Complaint: 18689498
  
  I am rejecting this response because: I was never offered to take the vehicle to get it checked out prior to purchase. Only after I purchase per email to take the truck to Audi to get looked at because of issue. 
  
  Sincerely,
  
  ***************************

  

  Business response

  02/01/2023

  All customers are welcome to have any vehicle checked out by their ************ prior to purchase. We have offered the customer the option of trading out of the vehicle to another vehicle.

  Customer response

  02/01/2023

   
  Complaint: 18689498
  
  I am rejecting this response because: at this point I've received 2 vehicles that need thousands of dollars more to be fixed, terrible. The second vehicle needs over $5k worth of work but was said all vehicles are checked. If this one was checked everything Audi found Nalley should've found as well. I received a loan for $20k thinking I was getting a reliable car, however Nalley wants me to pay to get a vehicle fix that they sold me that was trash! Dealership never even called to apologize or even try and rectify this issue. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************* Nalley Acura of Marietta.We purchased a brand new 2022 Acura ILX, during the pandemic, gave them business, went through the discussions with ********** regarding add-ons for paint and tire/wheel protection. My wife and I specifically went over the plans and specifically chose tire/wheel due to her scraping curbs at times as well as to ensure any nails in tires,etc.. are taken care of if the issue arises. She got a nail in her tire about a week after buying the home,took it here and they patched no problem. Now, she returns for a second visit months later for her wheel scrapes and tire and they inform us we didn't purchase the package for that, even though we clearly did and specifically went through this with **********, during our sales close. Paperwork provided to them and their response is we don't see it in the system. We don't try to get things we don't pay for and trust a dealer to ensure the items we choose at the time of purchase are inputted into the system! $200 now for a tire and telling us there is no coverage for these. I want to be contacted about this immediately. Want to know how you can keep struggling during a pandemic? DOING things like this to your customers!

  

  Business response

  02/07/2022

  Thank you for the opportunity to respond. We have pulled the documents from the customers file and confirmed, the only products that were purchased were: Gap protection, ***************** Contract, Resistall, and Acura Maintenance.  We have  the documents that reflect the accepted / declined products (signed by our customer) and the vehicle buyers order showing the breakdown of charges; at the customers request.  When **************** came to us approximately a month ago needing a repair, in the interest of customer satisfaction, the dealership provided the needed repair as a goodwill (no charge) and informed the customer they did not purchase the tire/wheel coverage.  **************** has recently had another tire puncture which is why we believe this complaint was filed.  Respectfully, we can not provide another goodwill for this most recent tire puncture. 

  Customer response

  02/09/2022

   
  Complaint: 16734085
  
  I am rejecting this response because: ********** was the person handling our close for this vehicle. While performing this close we went through reach item offered for add-on care items, which included, tech packages, tires/wheels, interior and exterior, etc.. The package we chose that day, was specifically related to tech and tires/wheels and we assumed such was purchased as discussed with the ACURA CARE warranty. This warranty of course contains no worded information only internally coded package numbers which we attributed to include said packages as we discussed at signing. This is NOT about a second visit and trying to receive something we didn't pay for, this is about the dealer honoring what was discussed at the time of closing and thus providing the package we signed up for that was included in the total sales price and finally the monthly payment amount for this brand new vehicle. This isn't a used car, this isn't a pre-owned vehicle. We purchased this car off the showroom floor of the dealer and specifically went over the add-ons we needed at signing. ********** and Acura are hiding they're divisive practices behind jargon with regards to their Care Packages that makes it impossible for a buyer to dispute because" their system doesn't show this package". We don't cheat our way through life and don't cheat our way with regards to car maintenance. We expect that what we discussed and signed up for be actually upheld after the car buying process and your dealership has failed to do so and you are deciding to hide behind computer inputted information to claim we didn't purchase something. Shame on your company for treating good clients this way and furthermore, doing so during a time when we purchased a brand new vehicle during one of the worst times in economical history.- 
  
  Sincerely,
  
  *********************

  

  Business response

  02/17/2022

  We certainly understand if you have misunderstood the products, and can certainly provide the Final Acceptance document which breaks down all the products/descriptions that are accepted as well as the one's not accepted.  We feel this document is very transparent in showing that the Road Hazard coverage is completely separate from the Acura Care Maintenance plan.  A sample has been attached for your reference.  If our customer would like us to send her a copy of her signed document, we are happy to do so.  Again, we certainly apologize that our customer did not choose to purchase the Road Hazard Plan at the time of her purchase; however, we tried to assist with the first repair as a gesture of goodwill because we do value her business.

  Customer response

  03/17/2022

   
  Complaint: 16734085
  
  I am rejecting this response, your company is using divisive tactics as well as the person who we closed this car with KNOWS what we purchased and when we made the car package plan that included portions from individual plans as suggested by your rep, they simply lied and used this as a way to get us to close the car loan.

   

  It's a joke, and even more so we further asked (even though we should not have to) what the added costs for this protection plan would be, and one would assume that knowing your office made a mistake you would work to at least add the "supposed not added coverage" at whatever price increase it would typically be.

   

  You really should appreciate your clients more and actually work to trust them and know that if someone is making a claim, it is not always a fabricated story to just get something for free. It's about what we were told we were signing up for and paid for, and still even now continue to try to pay More for something that should've been included when we signed up for it the first time.

  
  Regards-
  
  *********************

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