Crown Acura of Richmond

Purchased new [redacted] from Crown AcuraVehicle with less than miles has manufacturing defect Dealer refuses to discuss a refund or replacement vehicle after being in for repair for days and counting Buyers beware

This business is unethicalI test drove a [redacted] and then sat down with the salesman to negotiate the final priceDuring our negotiation they sold the car to another customerThey apologized and promised to find me another carLater that night after I had gotten home the sales manager from Crown Acura called to tell me they found me a carThis car was located in Georgia but had everything I wanted and they promised that it would be shipped immediatelyThey asked me to drive an hour from my home first thing in the morning to sign all the paperwork and finalize the saleThe next morning after securing the loan and and insurance for the car and signing all the paperwork to buy the car they came in the office and told me that it had already been soldAgain they "apologized" and promised to find me another carI went and found another car from another dealership instead and would never attempt to do business at this dealership in the future

Dear [redacted] ***.We are in receipt of your complaint # [redacted] , for [redacted] against Crown Acura RichmondThank you for the opportunity to look into this matter.We have reviewed the inspection report and work orders for this vehicle On 9/2/our technicians drove the vehicle and completed an inspection, prior to this saleAt that time the shocks were in working order, vehicle drove fineGiven the age (years old) and mileage (140,000) it is not out of the ordinary for wear and tear items to need replacing.The vehicle was brought back to us on 10/5/with several items to be checked; one of which was the complaint that the vehicle felt bumpy when drivingWhen it was driven by technician then did not feel anything unusual for the age/mileage.We strive for customer satisfaction and would like to have been given the opportunity to inspect/repair the vehicle when the customer was told the shocks were frozen, however this was not providedIn closing, these are wear and tear items that were on an “As Is” vehicle, therefore we decline the request for reimbursement

The business states this customer brought the vehicle to their shop to be repaired and this was done at no charge for the customerSince the customer took the vehicle elsewhere to be worked on they cannot refund that price, as
they can’t guarantee work done elsewhere

I am having my parts deptmail ** *** (2) bolts as he
requestedThis recall was performed in October If the bolts were broken
during service here we would have replaced it has its very inexpensive and we
have them in stockIf you have any further questions, please call
me direct
** ***
*** ***
und:white'>She wants Suntrust to
stop making mistake that effect her credit, she says the mistake them made with
the due date ruined her credit
She wants her interest
rate lowered and for SunTrust to review the records that show her payments were
not late and she does not own fees like they are saying now
I asked that we send
documents showing the payments on time so that we can review that information and
see if there is anywhere to go from here or information to have SunTrust look
into
Since SunTrust
changed the due date for the payments from the 16th to the 1st
without telling her she did not know that the payments were not on time, before
janit was due the 16th and after that they changed the date to
the 1st and did not send her any information stating that was a
changing

Greetings ***,
sans-serif;">
First I wish to acknowledge your concerns as a valued client of Crown Acura Service. We appreciate the opportunity to address the concerns you have shared with the RDX service visit in January. We apologize for the circumstances and delays on the completion of your requested service and diagnosis of issues on the vehicle. The service department has been effected with transportation weather delays this winter due to manufacture part delays coming out of New Jersey. When we have unexpected part arrival delays it defiantly impacts the service schedule moving as smoothly as we anticipateThe RDX arrived 1/6:am for service, and a work order was opened for rattle from under the vehicle as well and brake lights not workingThe diagnosis of the RDX revealed the rattle from under the car was heat shields of the catalytic converts, requiring the upper and lower shield to be replaced. The side brake lights both needed the bulbs replaced. Additional diagnosis of vehicle issues involved oil leaking from upper engine area requiring the timing chain cover to be resealed and replacing of the V-Tec sensor O ringSuggested and completed maintenance included Power steering Flush.
With the authorization of service noted above the vehicle was completedWednesday. Unfortunately upon picking up the RDX, when being started had a failure of the rusted metal line for the Trans cooler and that caused the radiator failureAlthough there was no correlation between the services provided and the radiator failure the Crown Acura Service department in a gesture of client appreciation and goodwill provided the replacement of the radiator at no cost to you. The retail value of the new OEM radiator is $Crown Acura appreciates your business and we look forward to providing you Acura personalized ownership service for you and your RDXAs *** *** at Crown Acura Richmond I appreciate the opportunity to extend some discounts toward future service visits as a valued clientPlease contact me directly if you have any questions
*** ***
*** ***

Revdex.com:
I have reviewed the offer and/or 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.
This is my response to Crown Acura's response to my complaint #[redacted]. The shocks were not fine at anytime until I paid $1128 to replace them with [redacted]. I brought the car back on 10/5/16 to have the acura mechanic check my shocks, the bumpy ride was extreme, They claim to have driven the car , they did not, they Looked at the shocks while on the lift. (As stated on my work order. The opportunity to inspect/repair the vehicle was given, the purpose of my visit. The cost of their shocks is more than twice the cost of the genuine parts that my mechanic did the work.  All of CROWN ACURA's used cars are AS IS, which tells you the  type of dealer they are.
Thank you

I am having my parts dept. mail [redacted] (2) bolts as he
requested. This recall was performed in October 2013. If the bolts were broken
during service here we would have replaced it has its very inexpensive and we
have them in stock. If you have any further questions, please call me direct.
**...

[redacted]
[redacted]
und:white'>6. She wants Suntrust to
stop making mistake that effect her credit, she says the mistake them made with
the due date ruined her credit
7. She wants her interest
rate lowered and for SunTrust to review the records that show her payments were
not late and she does not own fees like they are saying now
3. I asked that we send
documents showing the payments on time so that we can review that information and
see if there is anywhere to go from here or information to have SunTrust look
into
10. Since SunTrust
changed the due date for the payments from the 16th to the 1st
without telling her she did not know that the payments were not on time, before
jan. 13 it was due the 16th and after that they changed the date to
the 1st and did not send her any information stating that was a
changing

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

it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,[redacted] Thank you so much! I received the check in the mail Saturday after sending them a needed form a third time.

Purchased new [redacted] from Crown Acura. Vehicle with less than 500 miles has manufacturing defect. Dealer refuses to discuss a refund or replacement vehicle after being in for repair for 17 days and counting. Buyers beware.

My daughter stopped by the Crown Acura of Richmond dealer to get a front wheel stud replaced. I broke it off when showing her how to change a tire. Anyway, the service person, [redacted], said it would be $300 to replace the bearing. This seemed ridiculous to me and I called and spoke to [redacted]. He said the entire assembly needed to be replaced. I questioned him and told me some unlikely babble about safety. I let him know how frustrated I was but in the end I agreed to have them steal the $300 from me so that my daughter would be safe. After delaying my daughter for 2 hours [redacted] informed her they did not have the wheel bearing and could not fix the broken stud. He said they will put the wheel back on and sent her on her way, without fixing the stud.
I leave these facts to the reader and let them determine if Crown Acura of Richmond is an honest place to shop. They were happy to take $300 from my daughter to replace parts unnecessarily but after I asked them to just replace the stud but reluctantly agreed to pay them for something I knew I did not need they decided they did not have a wheel bearing for an [redacted].
For $300 they have lost a customer with two [redacted] because clearly they do not want my business. Let the customer be cautioned, Crown Acura of Richmond does not care about the safety of my daughter and refused to fix her car because I questioned the need for a $300 part to fix a $5 wheel stud.

Dear [redacted].We are in receipt of your complaint #[redacted], for [redacted]
[redacted] against Crown Acura Richmond. Thank you for the opportunity to look
into this matter.We have reviewed the inspection report and work orders for
this vehicle.  On 9/2/16 our technicians
drove the...

vehicle and completed an inspection, prior to this sale. At that time
the shocks were in working order, vehicle drove fine. Given the age (11 years
old) and mileage (140,000) it is not out of the ordinary for wear and tear
items to need replacing.The vehicle was brought back to us on 10/5/16 with several
items to be checked; one of which was the complaint that the vehicle felt bumpy
when driving. When it was driven by technician then did not feel anything
unusual for the age/mileage.We strive for customer satisfaction and would like to have
been given the opportunity to inspect/repair the vehicle when the customer was
told the shocks were frozen, however this was not provided. In closing, these
are wear and tear items that were on an “As Is” vehicle, therefore we decline
the request for reimbursement.

This business is unethical. I test drove a [redacted] and then sat down with the salesman to negotiate the final price. During our negotiation they sold the car to another customer. They apologized and promised to find me another car. Later that night after I had gotten home the sales manager from Crown Acura called to tell me they found me a car. This car was located in Georgia but had everything I wanted and they promised that it would be shipped immediately. They asked me to drive an hour from my home first thing in the morning to sign all the paperwork and finalize the sale. The next morning after securing the loan and and insurance for the car and signing all the paperwork to buy the car they came in the office and told me that it had already been sold. Again they "apologized" and promised to find me another car. I went and found another car from another dealership instead and would never attempt to do business at this dealership in the future.

Review: On 7/15/16 Crown ACURA agreed to provide an oil change, transmission fluid change and tire rotation & balance. The oil change and tire rotation was provided but not the transmission fluid change. It was discovered by a mechanic other than Crown ACURA of the transmission fluid being low and dirty. I advised the mechanic Crown ACURA had serviced the trans fluid, he then took me to the car and showed the low and dirty trans fluid. I have been in contact with Crown ACURA three times since 7/15/16 in regards to the bad tires and the transmission fluid not being changed. Crown ACURA did not provide the trans service as agreed upon but did receive total payment of $148.90, now $37.43 need to be refunded for non service. I have reached out to the service manager Ken Windsor who is never available, but did receive calls from the service advisor, Paul B[redacted] and Janet. Also on 7/15/16 after receiving my car back from Crown ACURA it was discovered my car had been rambled through- someone had opened a pack of tire stem caps inside of my car and took one of the caps out to replace one of the stem caps they had lost. These caps are different in color- the caps on my rims are grey and the caps inside of my car are black- it was very obvious of what the tech had done. The service on 7/15/16 at Crown ACURA is an F-.

1) The transmission was not serviced

2) Tech used stem caps from an opened pack inside my car (mix matched stem caps on car black/grey)

3) Interior of car was dirty from the greasy mechanic (driver armrest covered in grease)

4) Dirty rims from a poor car wash with tire shine on the body of car (continual problem every time the car is washed here).

I request a refund of $37.43 for non service of the trans fluid. I will never take my car to Crown ACURA again due to the poor service and bad tires received from Crown ACURA. Crown ACURA is not reliable nor trustworthy. I expected the services that I requested and paid for were honored only to find out I had been scammed.Desired Settlement: Refund of $37.43 for low and dirty trans fluid that was not serviced on 7/15/16.

Business

Response:

We are in receipt of your complaint #1[redacted] vs. Crown Acura of Richmond. Thank. you for the opportunity to investigate this matter. [redacted] requested the A3 Service, which is moil change and transmission partial drain and ftll, per the Acura manufacturer se:rvice schedule. Performing the transmission service we only change 4 quarts per Acura and not the total 9 quarts.. This was explained to Mr. [redacted] at the time of service and is reflected on his invoice. In order to completely change the color of the transmission fluid a complete flush would be needed which is an additional charge. In the interest of customer satisfaction, we are willing to refund the $37 .43 as a gesture of goodwill. We certainly appreciate Mr. [redacted] business and apologize if this service was misunderstood,Please let us know if you need anything further.

Consumer

Response:

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

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

This business is unethical. I test drove a [redacted] and then sat down with the salesman to negotiate the final price. During our negotiation they sold the car to another customer. They apologized and promised to find me another car. Later that night after I had gotten home the sales manager from Crown Acura called to tell me they found me a car. This car was located in Georgia but had everything I wanted and they promised that it would be shipped immediately. They asked me to drive an hour from my home first thing in the morning to sign all the paperwork and finalize the sale. The next morning after securing the loan and and insurance for the car and signing all the paperwork to buy the car they came in the office and told me that it had already been sold. Again they "apologized" and promised to find me another car. I went and found another car from another dealership instead and would never attempt to do business at this dealership in the future.

Review: In June 2013 Took my [redacted] to the richmond [redacted] dealer for wheel bearing repair. I at that time I had to pay a deductible because it was covered under my warrenty. I had to return to the dealership in October to find that my same wheelbearing needed to be replaced again. At that time I questioned the service department why particular part keep needing to be replaced but they didnt have any answers for me. I returned for the third time in December because the same noise came back. Once again they said It was the wheel bearing. They kept my car for almost a month. The dealership claimed they "fixed" the wheal bearing. However a few days after I picked it up the noise returned. I called and informed the service advisor and "he stated you just have a tire noise we cant do anything about that". I explained to him that the noise is the exact same and that I needed my vehicle fixed correctly. He said well your just have to bring it in later in the week or next and will see if we can fit you in. By this time im fustrated that it has taken this many trips to the dealership and I still dealing with the same problem. I took my vehicle to another certified dealership/mechanic who told me that it was in fact the wheel bearing and it was not fixed correctly.Desired Settlement: I would like a refund for the amount I had to pay at the other dealership to get my vehicle fixed correctly.

Business

Response:

The business states this customer brought the vehicle to their shop to be repaired and this was done at no charge for the customer. Since the customer took the vehicle elsewhere to be worked on they cannot refund that price, as they can’t guarantee work done elsewhere.

Review: Purchased a used vehicle on 6/28. I am located in [redacted], dealer is in**. Dealer purchased my current vehicle outright but took 2 months to mail me payment.

Vehicle I purchased was supposed to have titling/registration performed for me with plates subsequently mailed to me. Never received them in the initial 30-day temp tag period. Unreturned calls/emails on several occasions. Temp tags expired. Vehicle not legally able to drive due to tags. Finally received 2nd set of temp tags. Still did not receive plates within that time frame. Dealer requested out of state VIN inspection. Sent via FedEx with proof of delivery. Dealer can't locate it. 2nd set of temp tags expired on 8/30/14. Once again, can't drive the car. Reasonably requested refund of sales tax so that I may just title it myself. Dealer declined. Still wants another out of state VIN inspection. Making car & insurance payments on a car that I can't even drive or take anywhere to sell. This has been going on since June and wasted my time/money/resources.

Now requesting dealership to take car back for a 100% full refund. They should incur all expenses as such. I'm done with it. Legal action to follow.Desired Settlement: Now requesting dealership to take car back for a 100% full refund. They should incur all expenses as such. I'm done with it.

Business

Response:

[redacted] called from the business to say that they have reached out to the customer directly. Regular tags have been sent to the customer a good will check is being sent to the customer.

Review: I leased a [redacted] with Crown Acura and purchased a GAP contract and two service contracts on 2012. I traded the vehicle in April 2014, and contacted the dealer by phone for a partial refund of the contracts since the vehicle was no longer owned by me. After a few attempts, I got in touch with [redacted] who sent me a form in May 2014, to cancel the contracts. I waited some time thinking that the paperwork was going through the company. I contacted him again via e-mail and phone on January 2nd, 2015. I could not get in touch with him, so I asked to speak to a manager. I spoke with [redacted] on January 17th, 2015, who was to return my call on January 19th, 2015. I indicated that I either needed to know about a refund or whether I am able to use the car care service plan at least with another car. The service contract alone was $699. Two oil changes in total were used as part of the contract.Desired Settlement: I would like a partial refund on the GAP contract as well as a refund on the car care service plan. A refund on the car care finish plan would also be ideal. Either way, I want this resolved as it has been going on for too long.

Business

Response:

Revdex.com spoke with the business. He stated that they have been in contact with the customer and they are getting the cancellation and refund in order today.

Consumer

Response:

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

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Thank you so much! I received the check in the mail Saturday after sending them a needed form a third time.

My daughter stopped by the Crown Acura of Richmond dealer to get a front wheel stud replaced. I broke it off when showing her how to change a tire. Anyway, the service person, [redacted], said it would be $300 to replace the bearing. This seemed ridiculous to me and I called and spoke to [redacted]. He said the entire assembly needed to be replaced. I questioned him and told me some unlikely babble about safety. I let him know how frustrated I was but in the end I agreed to have them steal the $300 from me so that my daughter would be safe. After delaying my daughter for 2 hours [redacted] informed her they did not have the wheel bearing and could not fix the broken stud. He said they will put the wheel back on and sent her on her way, without fixing the stud.

I leave these facts to the reader and let them determine if Crown Acura of Richmond is an honest place to shop. They were happy to take $300 from my daughter to replace parts unnecessarily but after I asked them to just replace the stud but reluctantly agreed to pay them for something I knew I did not need they decided they did not have a wheel bearing for an [redacted].

For $300 they have lost a customer with two [redacted] because clearly they do not want my business. Let the customer be cautioned, Crown Acura of Richmond does not care about the safety of my daughter and refused to fix her car because I questioned the need for a $300 part to fix a $5 wheel stud.

Review: They sent an email to my spouse with a discount oil change coupon for our [redacted] we bought there. When we got to the dealer for our appointment they said our car required synthetic oil and the price on coupon did not include that. We asked other employees and they said all [redacted] all require synthetic oil. After leaving the dealer I checked the owner book and it did not require synthetic oilDesired Settlement: I am also filing a complaint with the Virginia Attorney general for resolution. Just wanted to warn others to beware.

Consumer

Response:

The customer indicated that he felt that the coupon advertisement was intentionally misleading to send a coupon that wasn't good for synthetic oil to a vehicle that only took synthetic oil. He indicated that the email that was sent to him mentioned HIS vehicle specifically, which allegedly only took synthetic oil. He paid a $30 difference and would like an explanation.

Business

Response:

Good Afternoon [redacted], First I wish to address yourconcerns as a valued client of Crown [redacted]. We appreciate the opportunity to address the concerns you have sharedwith your service visit for [redacted]. Your spouse’s [redacted] was serviced on April18th for a B service, a complimentary Multi-Point-Vehicle Health Checkand vehicle wash and vacuum. The 2013[redacted] received the Oil recommended on the [redacted] Engine Oil Application Guide as0W-20, which is a synthetic blend. Alloil blends with a 0W, are synthetic base. Our clients do receivepromotional service offers and coupons by mail and email, some directly from[redacted] and some coupons come from our corporate level distribution and some aregeneral email coupon offers on line available for client access. Some coupons are specific dollar discountsfor particular services and some are % discounts based on the cost of servicedesired. The coupon that you received atemail [redacted]Was a service offer for Lube,oil & filter change for $29.95 and a complimentary multi point inspection,and car wash included as part of your service. Additionally the offer included15% discount off any additional services needed. The instructions for thecoupon note* email must be presented when service order is written: Includes 5qts of oil, excludes synthetics anddiesels. The copy of this original offer is stapled to the file copy of theoriginal Invoice #[redacted] retained at the dealership. This specific coupon offer is sent to manyclients in our current client data base with vehicles dating to productionyears in the 90’s. Many of the vehiclesprovided this offer do not require 0W, type oil. For the clients who do use the 0W syntheticoil, your invoice is credited with a $13 discount equal to the amount theoriginal regular oil change is discounted. It is the goal of Crown [redacted]to provide quality [redacted] Manufacture Specific Service to all of our valuedclients and provide additional discounts for service chosen by our clientsbased on their specific vehicle needs. Please don’t hesitate to contact me personally withanymore concerns.All best,

[redacted]General ManagerCrown [redacted]