Acura Turnersville

5/3/2016On Saturday, February 20, the customer came in to Acura Turnersville to explore her options regarding purchasing a vehicleAccording to the customer, she had arranged financing through her Credit Union to buy out her leased vehicle that she was currently driving (a Acura ILX)
Once she came in to the dealership, it was explained to the customer that there was a recall on her vehicle, and a national Stop Sale Order issued by Acura on the car which made it impossible to buy out her leaseThis purchase would have been impossible whether she bought the lease out through the dealership, or directly through Acura, due to the status of the recall on her ILX.The customer was given several options: either buy or lease a new vehicle through Acura, and trade her vehicle, or roll in any remaining balance from the ILX into the new dealUnfortunately, due to lack of bank approvals for these scenarios, neither would work for the customerIt was then decided that the customer would purchase a pre-owned car that we did have financing arranged for through the dealership, including the remaining payments on her leased ILX, and she arranged separate financing for the balance of over mileage fees and excess wear through her credit unionAfter several hours discussing these options, the customer agreed to purchase the Mazda, contracts were signed, and all paperwork was completedShe was allowed to take delivery of the car with the agreement that she would provide documents to satisfy bank stipulations on Monday or as soon as possible.On Monday, February 22, the customer returned to the dealershipShe had changed her mind and wanted to return the vehicleIt was explained to her that this would be impossible, since we consummated the deal and contracts were signedThe customer was not satisfied with this information, so she called the Washington Township Police to help her in this matterWhen they arrived at the dealership, they explained to the customer that there was nothing they could do, and she would have to pursue the matter in civil court if she wanted toShe then left in her Mazda.Acura Turnersville continued to pursue the documents that were needed to complete the loan process which the customer had agreed to provideAfter multiple phone calls and conversations between parties, the dealership, having no other choice, agreed to meet with the customer to see how to best resolve the matterShe returned to the dealership and we continued to help the customer with the situation, as we still did not have the promised documentsThe staff at Acura Turnersville contacted the leasing company to get an exact amount of what would be owed on the returned leaseAfter that, we assisted the customer in arranging a payment plan with Acura Financial to settle the balance on her previous leaseWhen that still wasn’t enough to resolve the matter with the customer, the dealership agreed to re-negotiate the terms of the deal on the Mazda. After re-negotiating the terms of the deal, it was agreed that a $reduction in the monthly payment would be sufficient to keep the deal together on the MazdaThe customer signed the new bank contract and then provided the required documents to secure the loan.The situation with the customer’s ILX with regard to the recall, over mileage fees and excess wear and tear fees was no fault of the dealership, and we offered her any and all assistance in the matterIt is for these reasons that we feel any relief sought by the customer is unjustified. Regards, *** ***, Sales Manager, Acura Turnersville

Response:I have spoken with Ms*** personally, and the matter is resolvedAcura Turnersville acknowledged that the charges to her prior leased vehicle should have been included in the agreed upon terms of her new leased vehicleWe have submitted payment to the Financial Institution for the
outstanding charges to Ms*** account and she has been notified of suchI acted quickly and efficiently to resolve the matter, once it was brought to my attentionOnce again, the matter is resolvedRegards, Ed *** General Manager Acura Turnersville

Complaint: [redacted]
I am rejecting this response because: The response from Acura is regarding two separate issues. Yes I did return to the dealership within 48 hours to return the vehicle because I felt as though the 720.00 payment was beyond my budget.  On the date of purchase the salesmen stated I would have to wait to hear from Acura to determine the final bill for the lease. He stated they would be paying my last two payments  on my lease. I contacted Acura via phone and they gave me my milage overage and told me the payments went toward milage and not toward the lease payments. This is effecting my credit score as well. Acura has still not addressed that fact that I was not given the option to buy my vehicle out due to the recall. I have proof of my financing approval from my credit union.  I was denied the right buy out of the vehicle. Every leased vehicle comes with the option to buy the vehicle at any time during or at the end of a lease. I feel as though I was pressured to purchase a vehicle or have no transportation at all. Again I say, Acura is not addressing the issue that my right to buy the vehicle was forfeited due to a recall.  I believe all mileage fees should be waved due to the unforeseen recall by Acura. According to the recall I could have been KILLED or SEVERELYinjured driving this vehicle.  [redacted]
Regards,
[redacted]