Acura of Peoria

[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.]

complaint ID [redacted], 
Paperwork has been received containing my account number and relevant information to use my warranty should something come up.  I consider this to be closed.

Regards,

Colvey M[redacted]

To whom this may concern:
Unfortunately, all of our pre-owned vehicles are sold as-equipped. This is clearly stated on the Delivery Confirmation and Acknowledgement form that Ms. [redacted] signed and agreed to. This form has been attached for your review. Ms. [redacted] purchased a...

2008 Lexus LS460 at the selling price of $27,567.84; the Sales contract has been attached for your review. As the contract states, Ms. [redacted] purchased the vehicle at the selling price and also purchased an extended warranty at the price of $3,000; the Mechanical Protection Plan has also been attached for your review. Ms. [redacted] had a trade-in vehicle as part of her deal. Her trade-in allowance was $13,000 and the payoff amount was $17,822.82. Due to the inequity in her trade-in, the negative equity had to be rolled over into her purchase of the Lexus, therefore increasing the purchase price. All the numbers were agreed upon prior to her taking delivery, as you can see she signed each contract in agreement to the terms. Due to the age of the vehicle as well as the mileage, there will be items that need to be replaced and maintained. Unfortunately, rear struts are a non-covered component in the Platinum Plan that Ms. [redacted] purchased through MPP. The noise that alerted Ms. [redacted] to the issue was not present at the time of the purchase, but rather three and half weeks later. Once Ms. [redacted] took delivery of the vehicle, anything that may happen thereafter is ultimately her responsibility. We do apologize that this issue has occurred, however, we are not at fault.  
I have attached the following documents for your review: Sales contract, Mechanical Protection Plan contract, and the Delivery Confirmation and Acknowledgement form.

Dear Acura,
I reject your response to my complaint.
As I said in the letter to you.....your salesman knew that I needed and I was told that I had bumper to bumper protection on my vehicle and I could not afford any major repairs and was stretched to my limit with this car payment.
I was also led to believe that you were adjusting the final bill for my car to cover the warrantee, not add all this onto my final cost.
I told Johnnie that the car had a smell and made a sound within the 15 day period and he said just bring it in when you have time to get it looked over...which I did.
I have never been treated so poorly by any other car dealer in my life and I have had many cars.
I have a friend that bought a used car and was told it was in good shape. Two months later she had a major repair and they offered to repair it and she only had to pay for parts not the labor.
For all the things that have gone wrong with this car you have never offered to help once with anything. The Evaporator coils, the inspection to find the Struts were in need of repair or the strut repair itself. You could have offered many times to help with these things and did nothing. I have had many car dealers help with things in the past which has made me a loyal customer. You have offered nothing. This is the worst customer service I have every received and will never deal with Acura again in my life.

To whom this may concern: Ms. [redacted] and Acura of Peoria have come to an amicable resolution as of 10:00am February 19th, 2015. The customer has agreed to pay for the wheel bearing and the dealership has agreed to pay for the labor and provide the customer...

with two complimentary oil changes.Please let me know if you need any further information.Thank you, [redacted]Acura of PeoriaCustomer Relations DirectorPhone: ###-###-####Fax: ###-###-####

To whom this may concern:
Mr. [redacted] and I have discussed the situation and the contracts several times over the phone, as well as in person. Mr. [redacted] met with the Customer Relations Manager, Sales Manager and the Finance Director as to better understand the contract...

and clearly go over the numbers. When Mr. [redacted] last left the dealership, we were under the impression that this situtation had been resolved. I have attached both contracts for your review.
Please contact me directly with any further questions you may have.
 
Best Regards,
Lexie C[redacted]
Acura of Peoria
Customer Relations Director
Phone: 623.523.0843
Fax: 623.974.7666

I can’t over state my recommendation that you avoid buying a car at Acura of Peoria. I have purchased many vehicles and I have never had such a terrible experience, as the one I had at this dealership. After driving the vehicle we came in to see, we were told the mileage was a bit higher that most lenders like to finance. We attempted to leave but [redacted] (Sales Manager, a term that grossly embellishes his skill set or value as an employee) asked that he have the ability to “earn” our business (heads up, there is a top flight car sales buzz term). He asked [redacted] (the only seemingly decent individual I encountered at this dealership) to show us a couple vehicles that met our needs. We were looking for a third row and we were shown two vehicles that did not have that as a feature (thumbs up on the knowing your products guys). Finally we were shown a vehicle that fit our needs. After driving the vehicle my wife loved it. Only to find out it was 10k higher than the vehicle we originally came in to see. After discussing the vehicle and the likely payment my wife and I decided to go forward. Once we got to financing after sitting for a long period of time, they had written up the deal with at least 6 additional options added to the deal without first discussing them with us which raised out payment another 115.00. We were basically treated like is who would just sit down and sign anything they would slide in front of us. Eventually after much insistence by my wife and me, they removed the additional items we did not want and kept the Gap Insurance and the Extended Warranty. A week passed and on the following Friday we receive a call from [redacted] (yet another disappointment to the Automotive Industry). We were told that the finance company had come back and required they lower the price of the vehicle and we needed to come back in to sign new docs for the loan. This under most circumstances would not be a problem but we live in East Mesa and the drive to Peoria is 53 miles. I addressed this with [redacted] and we were told they would be happy to offer us a gas card for our trouble and the new terms were so generous we would be very happy we made the trip. I informed him our older child would be unavailable so we would need to bring our two youngest with us (2 and 3). He said he would be sure to have all the documents ready so we could be in and out. We even went as far to make an appointment time to avoid a large delay when we arrived. Upon arrival they kept us waiting in the showroom for 1 and ½ hours till we were seen by [redacted] in finance. They then went on to tell us the finance company had required them to lower the price by 5k on the vehicle, they would only be lowering the price by 3200 and we would be required to make up remaining 1800 in addition to the down payment we had agreed to that fit our current situation. My wife and I were livid and attempted to leave and unwind the deal. At the insistence of [redacted] we waited while he discussed the situation with his Sales Manager. He returned and asked if there was anything else we could do down (but refused to allow us to defer the additional amount 15-30 days to allow us to raise the additional funds). We told him no, we could not offer any additional funds that night, after which he stepped out again. My wife was visually upset at this time and upon returning and 2+ hours in the dealership [redacted] told us he discussed it further with his Sales Manager. He told us not to worry; the amount was not enough to lose a deal over and told us they would get it worked out. We were sent away (to drive 53 miles back home) without signing 1 piece of paperwork and asked that we return again the next day. We did not receive the agreed to gas voucher because they were issued by a department that was supposedly closed. We were told they would make sure they addressed it when were returned the next day. [redacted] said he would call us the next morning to let us know the deal was complete and set a appointment to come back in a 3rd time. I did not receive a call by noon Saturday so I attempted to call. After 6+ hours and several attempts to contact [redacted] we contacted a Sales Manager who assured us he would have [redacted] call us momentarily. We had still not received a call by the time I went to lunch on Monday. I called and left another message. I tried again on my break and was told [redacted] was out of the office and the Finance representative I spoke with had no knowledge of my deal. He asked I hold while he got some additional info on our deal. After 12 min holding I was forced to hang up. I then attempted to call when I got off work at 7 pm (to late then to go to the dealership), and was told that per the notes on out file we were to be paying the additional 1800 (there were no notations in reference to the conversations had with the reps at the dealership the previous Friday evening). I informed the rep what I was told in reference to the 1800, to which he said “then you should consider returning the vehicle because we have done more than enough to help you already”. They were told they could pick up their vehicle at their convenience.

I attempted to address the situation with the GM ([redacted]), the Sales Manager we originally spoke with that wanted to “earn our business” [redacted], and [redacted] via email. My first response was from [redacted] who said he was on vacation and unable to address my concerns during his personal time (perhaps don’t have your work emails forward to you while on vacation, or consider an out of office automated response there jet setter). We were then emailed by [redacted] which I have attached below:

Hi and thanks for your letter. Here is what needs to happen at this point. Please return the vehicle today. As I am very sympathetic to your situation I could do more.

Respectfully,

Very customer focused letter. I had already told the dealership the previous night they would need to come pick it up. I phoned [redacted] and informed him I would not be driving to drop it off,he could send a sales rep or lot attendant to pick it up. Once picked up I received the following email:

Ok thanks Joe. Per the purchase contract, in the event deal falls through the dealership can charge rental fees. The fees total 330.00 (11 days x $30) please let us know how you will be resolving this matter. Good luck to you and I hope that in future we will be in a better position to serve your automotive needs.

Respectfully,

Needless to say that is a debt I have no intention of resolving. The nerve of these guys to think I would willing do so is beyond belief.

Do yourself a service and take your business anywhere but Acura of Peoria. These are the type of people who have created the stereotypes that are prevalent in the Auto Sales industry and Acura should be aware of the poor way this dealership is representing their brand.

Review: I went to purchase an Acura from Acura of Peoria. They took a deposit of 1000 which they are refusing to return. They also have my warranty rebates for my gap and extended warranty that they are refusing to reinstate. I have waited for over two months and the dealership is very argumentative and disrespectful.Desired Settlement: I would like my refund of the 1000 deposit. I would also either like a refund for my warranties so I can pursue getting them reinstated or the warranty and gap reinstated. I would also like a letter of apology for the disrespectful treatment and shady business practices being performed by Acura of Peoria

Business

Response:

To whom this may concern: Ms. [redacted] came into our dealership and purchased a vehicle under false pretenses. She fictitiously filled out her paperwork, including a credit application, when in fact she was unemployed and notreceiving an income. Before the bank became aware of her falsified documents she put a couple thousand miles on our new vehicle. The down payment will not be refunded due to the mileage and wear and tear our vehicle incurred while in her possession. The extended warranty and gap were reinstated today, as we were just reimbursed yesterday for her trade in, which we had paid off at the time of purchase.Please contact me directly if you need any further information. Best Regards, [redacted]Acura of PeoriaCustomer Relations DirectorPhone: ###-###-####Fax: ###-###-####

I bought a car at acura of peoria 2 weeks ago and the day after the check engine light came on I took it back said it was fix a day later it came on again took it back they had it for a couple of days and I got it back they said it was fixed a couple days later check engine light came on again.

Review: Signed agreement to have a Zantek Polish finish on my 2006 Mercedes for three year term. Contract was renewed and payment made for additional 3 year term. Vehicle is scheduled to have the service every six months and under the current contract this service has only been completed once. I traded my vehicle for a new Kia Cadenza and requested the service be transferred to the new car which they refused. I asked that they pro-rate the $389.00 payment made and provide me a refund or continue the service that was originally contracted for. They refused and said it was company policy and I was out the money. This is not acceptable there is no language in the contract that I signed with regard to the contract be transferred to a different car or regarding a pro-rata refund. The comment to me is "We did not tell you to trade you car for a new car?". I have expressed that their response was not acceptable and that I may take legal action against them. I was told "go ahead" we are a big company and have many attorney's and you will be doing this for nothing.

My daughter is an attorney in Atlanta, Georgia and is moving back to Phoenix, she has passed the State Bar in Arizona and is licensed to practice in Arizona and if they do not do one of the two options above, I will go ahead and take legal action against them. I'm sure that their legal counsel will advise them to settle the matter rather to go to the expense and trouble that will be caused by filing a Legal complaint. This is no way for a major firm to act.Desired Settlement: Pro rate the cost that I paid and refund the unused portion or provide the service on my new 2014 Kia Cadenza.

Business

Response:

As Mr. [redacted] stated, he purchased a product for his 2006 Mercedes. That product was purchased by Mr. [redacted] for a specific vehicle as defined in his purchase agreement. We will continue to fulfill the obligation of that agreement if Mr. [redacted] would bring that vehicle in as specified in the agreement.

Mr. [redacted] no longer has that specific vehicle and as such we can no longer apply the product to that vehicle. It would be similar to purchasing floor mats for that vehicle and after six months decide to sell the vehicle. At that point would he go back to the seller and ask to prorate the “unused” portion of the floor mats?

On October 16, early in the afternoon, I did inform Mr. [redacted] that there was nothing we could do. Even though Mr. [redacted] didn’t purchase his new vehicle from us, later in the day, I did leave a message for Mr. [redacted] stating that as a good will gesture, we would apply the coating to his new vehicle and do his next coating in six months.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I went to Acura of Peoria to get my car, [redacted] , serviced. There was a tiny scratch on the windshield of the car when I gave my car to service. After the servicing I found that there was a huge cut on the front windshield . when I reported this to the servicing specialist, he told me that the scratch has developed into a huge cut during the car wash process and he asked me to speak to his senior's. I tried getting in touch with them, but was told that the servicing director is on leave and there is no one to handle this situation in his absence. The cut on the car looks really worrisome and needs to be addressed asap.Desired Settlement: I would expect the dealer to either repair the cut that was made by the application of their wash process or replace the front windshield.

Business

Response:

To whom this may concern:We apologize that the crack in the windshield spreadwhile it was in our car wash. Being that the crack was preexisting prior to itgoing through our wash, in good faith, we would like to split the cost of thewindshield replacement with the customer. We have glass a company at thedealership, [redacted] Auto Glass, which can go to the customer as not toinconvenience him further. Please let me know if that is agreeable.Thank you, [redacted]Acura of PeoriaCustomer Relations DirectorPhone: [redacted]Fax: [redacted]

Review: On June 29th, 2014 we purchased a vehicle from Acura of Peoria in Peoria, AZ. The entire experience was excessively high-pressure but we eventually negotiated an acceptable purchase price. Unfortunately, after signing the contract we noticed that the purchase price on the contract was significantly higher. After contacting the dealership they explained that the extra expense was the “Acura of Peoria Package.” That was the first we had heard of the package. We never once were told that our vehicle had this package or that the package was being added on to our contract. After finding out that we paid $2495 for this package we inquired about what was included. There are five items in this package: wheel locks, nitrogen air in the tires, front window tinting, a trunk tray and door edge-guards. This surprised us because after leaving the dealership we specifically called our sales rep, [redacted], to ask if our car was supposed to have edge guards because we had noticed them on other vehicles. She specifically said “you were not charged for anything that is not on your vehicle, but I can see how much it would cost to get them added for you.” The next day she called and said she would have them installed for free if we would fill out her dealership evaluation with 10’s. When we later specifically asked [redacted] about the Acura of Peoria Package she claimed to not know what it was even though according to the general manager she was to have discussed that package with us.

After inspecting the vehicle for the items in this package we noticed that neither the trunk tray nor the door edge guards were present on our vehicle. We called the dealership service department to ask about the cost of the items in the package to discover that individually the items totaled $599, a difference of $1896. Individually, the window tint is $199, the wheel locks are $84, the cargo tray is $134, the door edge guards are $133 and the tire nitrogen air is $49. This led us to bring a complaint to the customer relations director, [redacted]. We explained to her that we never once were told that we would be purchasing more options or discussed purchasing the Acura of Peoria package and never would have paid $2495 for it. Also, we were lied to by [redacted] and our sales rep, [redacted] when asked about the individual prices. [redacted] went as far as stating that the window tinting was $800 and that the nitrogen in the tires was $499. She only apologized after we pointed out that we called the service department ourselves to get the individual prices. We asked to be only charged for the items that were actually on the car and to be refunded the difference. When I confronted [redacted] about the price discrepancy, she seemed shocked and literally said “I am at a loss for words.” After [redacted] discussed the issue with her general manager they refused to refund us the whole amount but did apologize that we were not informed of the package. The general manager said he would discuss it with our sales representative. We were not satisfied with simply an apology as we felt we were not only deceived into purchasing this package but also scammed as the true value of the items in the Acura of Peoria Package only total $599. Eventually the dealership agreed to give us a credit of $1000 to the service department. We initially agreed but then realized they would only give us the credit if we signed a release that also specified we could not verbalize or post any negative feedback about the dealership. We simply could not sign a release unless they fully corrected the scam by crediting us the difference of $1896 in cash or service department credit. We feel it is our duty to let others know of the scam that this dealership uses to make money and their inability to make right after deceiving customers. After discussing our feelings and inability to sign a release with [redacted] on August 4th, 2014 she informed us that all deals were off and that no further negotiations would be made. To give [redacted] credit, she was the only person at the dealership who voiced that she understood where we were coming from and that she would make it right; however ultimately she was unable to make good on that commitment as all of her negotiations had to go through the general manager, [redacted]. Ultimately we feel the dealership should make right on the scam that they included us in.Desired Settlement: We would have ideally liked to have not been charged the $2495 for the Acura of Peoria Package but would feel that they came clean on their scam if they credited us the difference of $1896 between the charged price of $2495 and the actual cost of the items of $599. We would be willing to sign an agreement stating that we would not verbalize or post negative feedback (and take down the negative feedback that has been posted if possible). If they credit us that difference it would show that they recognize their error and that they are a dealership who is willing to correct their mistakes. Otherwise we feel we have the right to verbalize and post our experience so that others do not find themselves in the same situation.

Business

Response:

To whom this may concern:

[redacted] and [redacted] purchased a 2014 MDX from our dealership on June 29th, 2014. [redacted] and [redacted] contacted our dealership regarding their displeasure with the purchase of their vehicle on or about July, 3rd 2014. They relayed their complaints regarding the Acura of Peoria Value Package, which they signed and agreed to. The General Manager and I worked with them continuously via phone and email from July 3rd to August 4th 2014. The General Manager and I gave [redacted] and [redacted] three options to choose from in order to come to an amicable conclusion. [redacted] contacted me to inform me that they had chosen one of the three options. I explained to her that we would move forward as long as they were completely satisfied with the agreement, she confirmed that they were. On August 4th 2014, I received a phone call from [redacted] stating they are no longer agreeing to the terms.

I have attached the sales contract, in which [redacted] signed and agreed to terms. I have also attached documentation in which [redacted] negotiated the price and initialed, as well as the final document with the numbers he agreed on and his signature. In addition, I have attached the email that was sent to [redacted] and [redacted] with the three options we offered them.

We have tried our best to come to an agreement with these customers. The original offer still stands if [redacted] and [redacted] would like to settle this.

Thank you,

Acura of Peoria

Customer Relations Director

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Dear [redacted] or to whom it may concern –

We wanted to email you regarding complaint ID # [redacted]. On September 13th we received notification that the Revdex.com had closed the complaint. We wanted to let you know that the reason we did not respond to the request to accept or decline Acura of Peoria’s response that was sent on September 2nd was not because they resolved the complaint but rather because we have been unable to get in touch with their general manager, [redacted]. I called the Revdex.com and spoke with [redacted] who was very helpful and she recommended that I email you so that we would have better documentation of the course of events that have taken place and to help facilitate either reopening the complaint or coming to a clear agreement.

Ever since we received notification from the Revdex.com on September 2nd that you were requesting our response we have not been able to get in contact with [redacted]. I originally emailed [redacted], Customer Relations Director, and she replied that she is no longer in a position to make decisions pertaining to this situation and that we should contact their general manager. Initially she gave us the wrong number but even after giving us his correct contact number we have left at least 3 voicemails and have never received a call back. [redacted] claims that he left us one voicemail on 9/8/2014 but neither my wife nor I received a call or voicemail from him. Furthermore, he has not returned a voicemail left after that date. It seems to us that they are unwilling to discuss or resolve the issue.

We also want to summarize or point out a few of the concerns that we have with Acura of Peoria and their offer:

First, our dispute arose after we discovered that we were charged $2495 for an accessory package on our initial purchase agreement for the Acura of Peoria. We never once were told that our vehicle had this package or that the package was being added on to our contract. In addition we never signed any document that broke down what was in that package. Even after requesting that they send us a break down of what is included in the package they were unwilling/unable to do so and claimed that they do not have documentation to show what is in the package. After they verbally told us what was in the package (wheel locks, nitrogen air in the tires, front window tinting, a trunk tray and door edge-guards) we discovered that the total cost of the items in the package totaled $599, not $2495, by calling the Acura of Peoria service department ourselves.

Second, after we left the dealership we talked to [redacted], our sales representative and she offered to give us one of the items (door edge guards) in the Acura of Peoria package for free if we filled out her evaluation with all 10s. Essentially she was bribing us for our positive feedback. At that time we did not even know that we had purchased the Acura of Peoria package. After we realized we had already been charged for that item we contacted her and she claimed to not know what was in the Acura of Peoria package and she did not know that we had been charged for it.

Third, after [redacted] agreed to give us a $1000 service credit to compensate us for this scam we initially agreed but then she mentioned that we would have to sign some papers when we came in before we would receive the $1000 credit. We requested that she send us the documents that we would need to sign, which she sent us on 8/1/2014. We have attached a copy of the release that [redacted] sent us. After reviewing that release we did not feel comfortable signing it. After verbalizing that to her she said no agreement could then be made and that without signing the form we would not receive any settlement. We did not feel comfortable signing it for several reasons. First, they were not completely resolving the issue since they overcharged us by $1896. Second, we have no trust in this dealership given the numerous lies and run-arounds that we have been given. Third, we also do not feel comfortable signing a form that bans us from posting or verbalizing anything negative about the dealership (written at the end of the paragraph in section #2 of the release), especially since negative feedback has already been posted. Any resolution at this point would have to address that.

We apologize for this lengthy email but wanted to be as clear and detailed as possible. We would be happy to discuss further or answer any questions you may have via email or phone at [redacted]. In summary, in no way has this dealership resolved this issue and we are unable to reach their general manager to further discuss resolving it. Thank you for your assistance in dealing with this issue.

Sincerely,

[redacted] and [redacted]

On Tue, Sep 16, 2014 at 4:57 PM, E [redacted] <ericand[redacted]@gmail.com> wrote:

Dear [redacted] or to whom it may concern –

We wanted to email you regarding complaint ID # [redacted]. On September 13th we received notification that the Revdex.com had closed the complaint. We wanted to let you know that the reason we did not respond to the request to accept or decline Acura of Peoria’s response that was sent on September 2nd was not because they resolved the complaint but rather because we have been unable to get in touch with their general manager, [redacted]. I called the Revdex.com and spoke with [redacted] who was very helpful and she recommended that I email you so that we would have better documentation of the course of events that have taken place and to help facilitate either reopening the complaint or coming to a clear agreement.

Ever since we received notification from the Revdex.com on September 2nd that you were requesting our response we have not been able to get in contact with [redacted]. I originally emailed [redacted], Customer Relations Director, and she replied that she is no longer in a position to make decisions pertaining to this situation and that we should contact their general manager. Initially she gave us the wrong number but even after giving us his correct contact number we have left at least 3 voicemails and have never received a call back. [redacted] claims that he left us one voicemail on 9/8/2014 but neither my wife nor I received a call or voicemail from him. Furthermore, he has not returned a voicemail left after that date. It seems to us that they are unwilling to discuss or resolve the issue.

We also want to summarize or point out a few of the concerns that we have with Acura of Peoria and their offer:

First, our dispute arose after we discovered that we were charged $2495 for an accessory package on our initial purchase agreement for the Acura of Peoria. We never once were told that our vehicle had this package or that the package was being added on to our contract. In addition we never signed any document that broke down what was in that package. Even after requesting that they send us a break down of what is included in the package they were unwilling/unable to do so and claimed that they do not have documentation to show what is in the package. After they verbally told us what was in the package (wheel locks, nitrogen air in the tires, front window tinting, a trunk tray and door edge-guards) we discovered that the total cost of the items in the package totaled $599, not $2495, by calling the Acura of Peoria service department ourselves.

Second, after we left the dealership we talked to [redacted], our sales representative and she offered to give us one of the items (door edge guards) in the Acura of Peoria package for free if we filled out her evaluation with all 10s. Essentially she was bribing us for our positive feedback. At that time we did not even know that we had purchased the Acura of Peoria package. After we realized we had already been charged for that item we contacted her and she claimed to not know what was in the Acura of Peoria package and she did not know that we had been charged for it.

Third, after [redacted] agreed to give us a $1000 service credit to compensate us for this scam we initially agreed but then she mentioned that we would have to sign some papers when we came in before we would receive the $1000 credit. We requested that she send us the documents that we would need to sign, which she sent us on 8/1/2014. We have attached a copy of the release that [redacted] sent us. After reviewing that release we did not feel comfortable signing it. After verbalizing that to her she said no agreement could then be made and that without signing the form we would not receive any settlement. We did not feel comfortable signing it for several reasons. First, they were not completely resolving the issue since they overcharged us by $1896. Second, we have no trust in this dealership given the numerous lies and run-arounds that we have been given. Third, we also do not feel comfortable signing a form that bans us from posting or verbalizing anything negative about the dealership (written at the end of the paragraph in section #2 of the release), especially since negative feedback has already been posted. Any resolution at this point would have to address that.

We apologize for this lengthy email but wanted to be as clear and detailed as possible. We would be happy to discuss further or answer any questions you may have via email or phone at [redacted]. In summary, in no way has this dealership resolved this issue and we are unable to reach their general manager to further discuss resolving it. Thank you for your assistance in dealing with this issue.

Sincerely,

[redacted] and [redacted]

Review: I have had my vehicle in for check engine light 8 times in 10 months and was also lied to about repairs and my warranty terms . And was told item not covered under warranty when the actually should be covered.Desired Settlement: I would like to get a refund for repairs that should be covered under warranty or be refunded my warranty money.Due to the fact that I was told it was a 24 months 24,000 warranty when it actually was a 12 mo 12,000 mile warranty. I called about it 3 weeks after purchasing the vehicle was was told by [redacted] that it was an error and he would get it corrected...

Business

Response:

To whom this may concern: First, we sincerely apologize for the problem Mr. [redacted] has been having with is vehicle. Mr. [redacted] purchased a 2008 Volkswagen Passat on April 13th, 2014 with 118,344 miles. The vehicle was sold "as is" with implied warranties only; which means that the dealer does not make any specific promises to fix things that need repair when you buy the vehicle or after the time of sale. I have attached this document, the Buyers Guide, which states the implied warranties only, this also includes Mr. [redacted] signature. Mr. [redacted] did purchase a Silver MPP warranty with a 12 month/12000 mileage duration. I have attached the warranty contract which states the length of the warranty with Mr. [redacted] signature, agreeing to the terms. The warranty that Mr. [redacted] purchased did cover the repair of the CV boots on his vehicle. However, our dealership cannot be held responsible for the items that are covered by the warranty. We can only offer our customers a protection plan that may cover some issues that may arrive in the future. Please contact me directly with any questions you may have. Thank you, [redacted]Acura of PeoriaCustomer Relations Director Phone: ###-###-####Fax: ###-###-####

Review: On August 2 my wife and I purchased 2 MPP warranties for a 2016 RDX and a 2015 RDX that we had purchased. My wife received her card in the mail a few weeks later and I had not. I waited a few days in case it was lost in the mail.

Sept 4th 2015, I contacted [The named person] and let him know that I had not received my card in the mail.

Sept 7th 2015

[The named person] Acknowledge the e-mail and mention He looked into the issue the next day as MPP was closed for the holiday.

Sept 8th 2015

[The named person] replied and said it was suspended and he had it pulled for review and it should be corrected the next day. I asked what that meant and he replied (Sept 10th) and said it was simply not sent in but should be corrected that day.

Sept 20, 2015

I followed to let him know I had not receive anything as of yet.

Sept 24, 2015

[The named person] replied and mentioned that he spoke with MPP this morning and they received the application and they will be processing it today. and he would let me know as soon as it was active.

Today Sept 26th 2015

I sent a reply stating that it wasn't active when it was supposed to be (in August), then on the 10 and now the 24th. I feel like I've paid for something I have not received.

[The named person] has followed up on all my e-mails and I'm sure he's constantly looking into the issue.

It has just taken a long time for this process since it wasn't processed correctly the first time and the activation was pushed out. I'd like to get this wrapped up.Desired Settlement: I would just like to receive the MPP warranty that I paid for.

Consumer

Response:

[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.]

complaint ID 10833025,

Review: I had an alignment and oil change done by Acura of Peoria on Friday May 24th. After they performed the service, I was informed that my car had a power steering leak and that the rack and pinion would need to be replaced. [redacted] quoted me at a total cost of $2,446.88 for the replacement parts and labor. That same day I visited several other auto body shops, acquiring estimates for the replacement of the rack and pinion for my car, when I was told that after replacing the parts I would need to have another alignment done on my car even though one was already completed a few hours prior. I was advised to contact Acura of Peoria in order to request a refund for the previous alignment due to the incompetence of the employees by not informing me of the rack and pinion issue, or power steering leak, prior to having the alignment work done. On Monday, June 3rd, I had my car serviced again to repair the rack and pinion, and another alignment was done on my car. I feel as though Acura of Peoria was dishonest with me about the state of my car prior to the work they performed on it, and through misinformation cost me $99.95 for the alignment, which I would like refunded back to me. They decided to work on my car regardless of the fact that my power steering was leaking and that the rack and pinion needed to be replaced which would have resulted in another alignment having to be done. I have documented both the original and replaced parts before and after my car was serviced.Desired Settlement: I would like the company to refund my total alignment cost of $99.95 plus tax.

Business

Response:

When Ms. [redacted] requested a wheel alignment we completed a four wheel alignment. When the technician noticed the leak on the steering rack, had she had the repair completed at our shop, the repair calls for a front wheel toe re-alignment which would have been included in the repair. Even though we charged for and completed a 4-wheel alignment, which is different from the front wheel toe alignment required with the power steering rack, in good faith, we will refund the $99.95 charged. She will be receiving a check before month end. We apologize for any misunderstanding.

If I were able to leave zero stars-I WOULD. I'm finally posting this review after a year's worth of blunders at this dealer.

I'm active duty Military and have been for 14 years. I bought a used Acura MDX here in February of 2015. It had roughly 60k on it when I bought it.

The salesman was great (Aaron) and finance was a breeze. Aaron assured me this vehicle had been maintained exceptionally well by the single owner previous to my purchase. Of course you always take that with a small grain of salt considering they are the one selling you the vehicle.

So I purchase it. I put 3,000 miles on it in about a month and a half. Bring it in for that first free oil change, and get it back with zero issues other than a crap car wash job.

I bring it back 3 months later for the next oil change and to have the rear window regulator fixed. They tell me: A)My $2000 warranty won't cover a window regulator, and B),it needs rear brakes. Total estimate out the door was roughly $750.

I ask, doesn't the warranty cover the window?

Oh no, only the motor, NOT the regulator. So I order the part and get it done. I tell them to hold off on the brakes as it sounded fishy. Don't used cars get checked before they sell? Seems odd you certified my car less than 6000 miles ago and now I need brakes? Not only that, guess what? THE WINDOW MOTOR AND REGULATOR ARE ONE SINGLE UNIT IN THIS CAR-WARRANTY WOULD HAVE COVERED IT,THEY NEVER EVEN ASKED!

Fast forward to the next service (Don't ask me why I went back-I always have the dealer service my cars).Anyway, next oil change they tell me I have a bad motor mount. $1200 estimate. Remember the $2000 warranty? Yeah, doesn't cover it. Ok I'll hold off for now.

Next service, I have them check for a vibration at speed. Guess what, now I need 2 motor mounts! All within 12,000 miles of their "expert" used car certification. I tell them that makes no sense. You just had it less than 3000 miles ago, how does another motor mount go bad in 3k miles? They give me my car back unwashed this time, I guess because I didn't let them fleece me, even though they promise free washes for life with a car purchase.

Finally, I take it to an Acura dealer on vacation in San Francisco. Guess what, my brakes are at 6mm.months and thousands of miles later,the brakes they told me were bad are still WAY WITHIN SPEC. And my motor mounts are fine! My vibration was caused by a tire using a wheel weight. A $50 tire balance and rotation fixed my issue.

RUN FROM THIS DEALER, DON'T WALK, RUN.I'll be using Acura of Scottsdale for my service needs now since I live right between the 2 anyway. Acura of Peoria, you guys really let me down man. I won't be missing any opportunities to tell everyone on base and out in town about how Acura of Peoria "Supports " the troops.

Rob Nez

I bought my car in August of 2015. Went of the finance department to finalize everything. I kept saying no to the warranty but ended up buying a plan for $2000 and told Brian I would most likely come back in 30 days to cancel. Went back before the 30days to cancel and signed a cancellation paper and gave it to a Mr. G[redacted]. Called three months later because I hadn't seen any change to my loan amount. Mr. G[redacted] stated it should take a couple of months before seeing any change. Called again three months later because there was no change to my loan amount, no refund and spoke to a Eugene. He said there was nothing turned in and had me email him a cancellation form and said that he would back date it. A month later, today, no refund and I called the warranty service MPP and they had not received any paperwork from this company. I am looking to get my refund of $2000 as I went in before the 30days to cancel the warranty.

Review: I came in on November 24th to receive a gift card. I was

told they were all gone. I then spoke to Ms. [redacted]

who said that supplies were gone. This in spite of the

promotion running to December 18th!!

Although there was no notation on the invite she claimed it

was covered under "some restrictions may apply". When I asked to see the restrictions in writing she said she did not have them.Desired Settlement: This business deserves your lowest rating regarding business practice.

Business

Response:

To whom this may concern: Unfortunately, we were out of stock of the $25.00 [redacted] gift cards when Mr. [redacted] arrived at our dealership. I did explain to him that the some restrictions may apply portion of the Sales Event flyer was covered under the while supplies last restriction. However, we would be happy to mail Mr. [redacted] a gift card when we receive the next shippment.Best Regards, [redacted] Acura of PeoriaCustomer Relations Director

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Thank you for your letter of December 19th. The business reply was incorrect. They not only were out of gift cards, they were not going to he getting more. This in spite of the promotion going to December 18, 2014. Remember, I was there on November 24 , 2014! In addition, they will he "happy " to mail me a gift card because THEY DO NOT HAVE MY ADDRESS OR PHONE NUMBER.My complaint is 100% correct whereas their reply is NOT. Have them mail you the gift card as they do have your address.Regards,[redacted]

Business

Response:

To whom this may concern:We currently do not have any [redacted] gift cards in stock. Once we receive the next shippment, which should be in the next week or two, we will mail one to Mr. [redacted]. The address we have for Mr. [redacted] is [redacted].Sincerely, [redacted] Acura of PeoriaCustomer Relations Director

Sales Managers and Finance Managers lied to me on several occasions. The sold my trade without funding my loan and left me without and financing source account for almost two moths. The whole staff just lied consistently to me.!!!

Review: I purchased a 2015 GMC Sierra K1500 in [redacted] in June of this year. Well I'm having a home build in Surprise, Az. and I decided I wasn't going to need such a big truck were I'm going to be living. I ended up at Acura of Peoria on Sept.25th and test drive a few Acura MDX's. I can't drive vehicle's that are to low after having 9 back operations, so I need a vehicle that I can basically slide in and out of easily. They said they needed a thousand plus my truck for a down payment as well to complete the transaction which I did. I ended up with a used 2015 MDX with 34 thousand miles, which according to the Car Fax they purchased at the auto auction, which means they pick it up for a song and dance in other words cheap. Well I'm staying at my Uncles winter home in Casa Grande and the drive is ruffle 80 miles from Peoria to Casa Grande, when I arrived it took me 15 minutes to get out of the vehicle, and I had to lay flat on my back almost all that Saturday because my back hurt so much. Well Sunday I took the Acura back to get my truck back and I told them the reason was because medically my back couldn't take my legs being straight out that much they have dangle down more, which they were aware of before I purchased the Acura. They said they couldn't do anything until Monday so I said ok I'll be back tomorrow. Well the rest of Sunday I was flat on my back. I also was not aware that Arizona doesn't have the 72 hour grace period. Well I got my truck back but I ended up paying more to get my truck back then what I paid for it brand new off the lot in Montana. I originally paid 62 thousand for it brand new off the lot and I only owed 49 thousand as well. In order for me to get my truck back they jacked the price up to 63 thousand. I also in addition had to give them 5 thousand as well as having to buy there warranty which I didn't need, because GM warranty is good for 100 thousand no matter who owns the vehicle. I did tell them I was willing to give them a thousand on the Acura and a thousand on my truck for the innconveince. Well they said they were loosing on the deal and I still can't see how because instead of owing 49 thousand I now owe 55 thousand, if you don't call that highway robbery I don't know what is. As well the contract says that I was buying a new vehicle which is not right according to the law. Once they buy a vehicle they can't resale that same vehicle as a New Vehicle it's a Used vehicle at least that's the way I intrepid the law. And according to my contract it says I'm buying a new vehicle WRONG !Desired Settlement: Back to what I originally owed on the vehicle which was 49 thousand not 55 thousand, and repay 4 of the 6 thousand I gave them in less then 72 hours!

Business

Response:

To whom this may concern:Mr. [redacted] and I have discussed the situation and the contracts several times over the phone, as well as in person. Mr. [redacted] met with the Customer Relations Manager, Sales Manager and the Finance Director as to better understand the contract and clearly go over the numbers. When Mr. [redacted] last left the dealership, we were under the impression that this situtation had been resolved. I have attached both contracts for your review. Please contact me directly with any further questions you may have. Best Regards, Lexie C[redacted]Acura of PeoriaCustomer Relations DirectorPhone: 623.523.0843Fax: 623.974.7666

Consumer

Response:

It's like I said, I was willing to give them a $1,000.00 for each transaction for the which I thought was more then fair. Like I said before the Acura they p/u at the auto auction and I know they were trying to make a killing on me. I hauled cars for a living early in my truck driving carrier and I know they paid little to nothing for the Acura at the auto auction, because any time a dealer has a vehicle sitting on the lot and they can't sell it, it goes to the auto auction to unload the vehicle for overhead reasons (Bank). Like I said I only owed $49,000.00 now I owe $55,000.00 in just 3 days. They can throw numbers all day long and I still think $1,000.00 for each transaction is more then fair.

Business

Response:

To whom this may concern:As stated on the contracts, we sold Mr. [redacted] truck back to him at the same price we took it in on trade. That is fair. Mr. [redacted] agreed to the terms of both contracts and both deals are finalized and funded. In good faith, we can offer Mr. [redacted] a Service Credit that would cover oil changes and tire rotations for a year. Best Regards, Lexie C[redacted]Acura of PeoriaCustomer Relations Director Phone: 623.523.0843Fax: 623.974.7666

Review: On 8/4/13 my son and I went to Acura of peoria to purchase his first car. The first week on Satuday 8/14/13 the engine light came on so my son took the car down to the Acura dealership and they told him to take it to Toyota dealer to see what is wrong with the car and they will pay for it. Well my son did do this and made appointment for me to take the car down and Toyota stated the catalytic converter needs to be replace. Toyota said that Acura told them that I had to pickup the car from Toyota and the sale department will be calling me back from Acura. Mr. [redacted] did call me and let me know that I would have to pay for ½ of the repairs and my fee would be 350.00. I didn’t understand this since I just purchase the car less then 1 and ½ weeks ago and also a service warrenty. Well after going through Mr. [redacted], Mr. [redacted] and [redacted] all 3 men never said they would fix the car, just come down and we will take car of you or see what we can do. Mr. [redacted] was the worst person I had to ever had to deal with, the man was yelling at me on the phone about how I was attacking him and his company. All I could think was I am their customer and all I wanted was to get my kid’s car fix and if they treated me like this I couldn’t imagine what they would do to someone older then myself or a single mom like I am. I could tell that these men where trying to power strong me over the phone and all I wanted was someone there to say come down and we will fix the car 100%. After all this my son did get to speak with a customer service manager chuck and he sent over forms for me to fill out. Please see attached forms, but the forms where that they will only fix the catalyic convertor and nothing else on the car plus it states that I can tell anyone of this ordeal. I am asking for the Revdex.com

to help!! I am getting no where with this company except everyone yelling at me and my son and telling us they will take care of us, WHAT DOES THIS MEAN?. Plus to let everyone know if you buy a car from Acura of Peoria in Glendale, AZ you are in for a fight. The people they have working there has no Empathy for their customers. They just want you to buy a car and don’t come to them with any problems. I just feel bad for my son this is his first car he is paying for and he has to deal with this. Can you please help us? Thank you for any help [redacted]

DOCUMENT THAT THE DEALER WANTED US TO SIGN.

SETTLEMENT AGREEMENT AND GENERAL RELEASE

THIS SETTLEMENT AGREEMENT AND GENERAL RELEASE (the “Agreement”) is entered into

this 22 day of August 2013, between [redacted] and [redacted] H [redacted] (“Customer”), and Acura

of Peoria (the “Dealership”).

R E C I T A L S:

A. On or about August 4, 2013 Customer entered into a contract with the Dealership to purchase a

Toyota Scion TC, model year 2005, VIN # [redacted] (the “Vehicle”).

B. Customer and the Dealership mutually agree that it is in their respective best interest to bring

an amicable conclusion to certain disputes that have arisen in connection with the Dealership’s sale of the

Vehicle to Customer.

NOW, THEREFORE, in consideration of the mutual covenants and conditions set forth below, the

parties covenant and agree as follows:

1. The Dealership agrees to replace the catalytic converter in the vehicle at no charge to the

customer.

2. In exchange for the consideration set forth herein and by execution of this Agreement,

Customer hereby releases and forever discharges the Dealership and its partners, officers, directors,

employees, and agents from any and all existing or future claims, demands, obligations, actions, causes of

action, losses, expenses, and other damages, known or unknown, liquidated or unliquidated, whether based on

tort, contract, statute, constitution, or other theory of recovery, arising from or in any way involving the

Vehicle or Customer’s purchase thereof from the Dealership. Customer also acknowledges as part of this

agreement, that they will not verbalize or post negative comments about the dealership.

3. This Agreement expresses a full and complete settlement of all liability claimed and denied

relating to the Vehicle by the parties, regardless of the adequacy of the above consideration. The offer or

acceptance of this settlement and release shall not operate as an admission of liability on the part of the

Dealership.

4. The parties agree to cooperate fully and to execute any and all supplementary documents and

take any and all additional actions that may be necessary and appropriate to give full force and effect to the

terms and intent of this Agreement.

5. This Agreement constitutes the sole and entire agreement between the parties hereto, and

supersedes any and all understandings and agreements made prior hereto, if any. No provision of this

Agreement shall be amended, waived or modified, except by an instrument in writing, signed by the parties

hereto.

ACURA OF PEORIA

Customer’s Signature General Manager

[redacted] & [redacted]

Customer’s Printed Name GM Printed Name

On 8/4/13 I ([redacted]) went down with my son to purchase a car for him at Acura of Peoria at the time of puchasing the car my saleman [redacted] and the financial agent mr [redacted] know I had a prequalified loan with First Credit Union. I advise both of them that all I needed was a purchase order number so that I can give it to my agent at First Credit Union and they will have a check in hand the next day. Both men told me that the dealership was affiliate with this comany and not to worry about it they will contact my agent for me. I gave Mr. [redacted] the number to my agent at the First Credit Union and he even put the credit union name on the the paper that myself and my son signed for their records, plus wrote her information the back of the paperwork we had signed. I do have proof that Mr. [redacted] did put First Credit Union the docoument myself and son signed. On 8/15/13 I received a call from financial department [redacted] and she state I needed to sign paperwork from First Tech Credit Union. I didn't undstand this and I did call [redacted] back on 8/16/, 8/19 and 8/20/13 and still didn't call me back. Until my son spoke with [redacted] at the customer service management wanted me to sign a new document for First Tech Credit Union. Then I realized that the dealership never went with the credit union I asked them to. Once I realized this I went to my Credit Union on 8/23/13 and did get my loan signed for the car. I had to call and speak with [redacted] financial manager and he was very rude and when I told him that I wanted him to remove the service warrenty from the purchase order he got really mad and said I don't know if I can do this until he spoke with First Tech and will get to it when he can. My agent Hope at First Credit Union was even yelled at by [redacted] regarding this situation. [redacted] never follow through so I had to sign loan with the dealership service warrenty on it and I wanted to purchase it through the credit union. I feel that this company commited fraud by using a differnt company then what I asked for them to. The dealership even sent over paperwork to my car insurance company with First Tech on it. I NEVER SIGNED with this credit union. The only paperwork I signed was for First Credit Union. Please I am asking Revdex.com to help and get this straight. Also anyone that purchase a car from this dealership NO ONE THERE LISTEN TO THE CUSTOMER and has no empathy for the customer. Thank you for your help [redacted]

Desired Settlement: I would LOVE for them just to fix the car 100% without any string attached. Also to them to Apologies in writing to myself and my son on how they spoke to us.

I want to let Revdex.com be aware of the fraud that this company did and also I want money back for the money on service warrenty which is 2075.00. Which [redacted] did not follow through and make sure this was removed from purchase order

Business

Response:

We have made several attempts to reach Ms. [redacted] today in order to resolve this issue. We will continue to try to contact Ms. [redacted] until the issue is resolved.

Business

Response:

Response to complaint #[redacted]

I’ve tried unsuccessfully to personally speak with Ms. [redacted] about the issue she registered with the Revdex.com. A lot can be accomplished by adults conversing calmly about a dispute. Ms. [redacted] would rather deal in emails. I personally feel that much can be misconstrued when you can’t hear a person’s tone of voice.

That being said, Ms. [redacted] makes a lot of claims in her statement about being yelled at and we not trying to help her. First, as a respected business, we do not start off conversations by yelling at customers. Also we are not the number one dealer in the state because we don’t help our customers.

Let’s begin with the facts. Ms. [redacted] and her son purchased a 2005 Toyota Scion with 97,705 miles on August 4, 2013. The car was purchased “As Is”. To quote a document that Ms. [redacted] signed, “This means that the dealer does not make any specific promises to fix things that need repair when you buy the vehicle or after the time of sale.” A week and a half later, a check engine light comes on. At this point we are under no obligation to do anything. The vehicle owned by Ms. [redacted] and her son and has operated for 10 days without issue. During this time, this dealership doesn’t know how the vehicle was operated but even without obligation, decides to help Ms. [redacted]. At first we asked to split the cost of the repair and finally agreed to repair the vehicle at no cost to Ms. [redacted], again without any liability to do so. The only thing we asked was for Ms. [redacted] to sign a release form, first and foremost agreeing that no further claims or demands would be made. This is a small request for making a repair, at no cost to Ms. [redacted], for which we are not obligated to make.

Bottom line here is that we are still willing to complete the repair we agreed upon but do require Ms. [redacted] and her son sign the simple settlement form attached.

Response to Complaint #[redacted]

This issue deals with the funding of the vehicle purchased by Ms. [redacted] and her son. Somehow during our finance process, we mixed up First Credit Union with First Tech Credit Union. For this we offer our sincere apology. We are now under the understanding that Ms. [redacted] has secured funding from First Credit Union as originally intended but would like to cancel the additional warranty that she purchased. I am attaching a warranty cancellation form that when completed and returned to us, we will submit to the warranty company to secure the $2,075 requested

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,