I spoke with Mr***, apologized for his experience and advised that this is not how we expect our employees to conduct themselves. The concerns have been shared with our Management Team so as they may take action with regard to the employee accordingly. In addition, I have removed
Mr***'s phone number from his file and from the file of a family member who purchased a vehicle in the past. Now when searching for anyone in our database with the cell phone number listed above, 'no data found' reflects that number is not in our system. Again, our sincerest apologies. *** ***
*** *** ***
***
We've been in contact with Ms*** and have arranged for her to come in on Thursday to entertain trading her Lexus in on a different vehicle. We are happy to work with her. No further action at this time
Mac Churchill Acura has been in communication with Mr*** regarding his concerns. Subsequent to the discovery of the inability to Certify his vehicle Mac Churchill Acura wanted to offer Mr*** the same or as close to the same level of coverage he would have received had the vehicle been
Certified. After some back/forth Mr*** has agreed to an Extended Service Plan however we have yet to receive the signed document for processing. Mr*** had a conditional item of a battery that is in question. We’ve invited him in to have the battery tested At this time we await Mr***’s action; both the return of the Extended Service Plan agreement that was emailed to Mr*** on and a response to our invitation sent to return to us for a battery inspection No further action at this time
Again, liesAs of yet, the dealership has not presented any paperwork thatI signed stated they can finance me within business daysI called again to get information submitted to me (the contract) have not received it yet! I recently contacted the dealership to ask *** about the paperwork he was supposed to mail to me and he now changes his mind and states "you have to come up to our dealership" which is over 45mins away and was not told to me at first so I could went there when I have free timeTo make matters worse the contract and the warranty is still registered in the previous lemon that they sold me instead of my present vehicle in which they said was already transferred over in which was falseI had to call for towing and pay for everything out of pocket because the dealership did not do what they were supposed toNow when I called about reimburse because of the warranty, ***, once again states I need to sign some paperwork before they can transfer the vehicle like they stated previouslyWhat! Once again I was not told nor knew about any documens that I could have signedThe dealership is very irresponsible and needs better leadership skills to teach them how to keep their customers happy and to not be so worried about a darn Sale onlyAbout maintance that was suppose to be done was not and I replaced it all on my own within my first 30days of having the vehicle (wiper blades, battery, cabin filter,tires, ***gnment and a recall that was not completedAm I getting an reimbursement for that???? Of course not because they don't care because they lie to get you to buy the vehicle but your on your on with everything! Not a good way to gain a customer/business relationshipBy the way my job/lienholder did what they and the dealership did notI'm still waiting on the proof of the documentation that I signed as a back up contractEven though I been so stressed out behind this I will make sure I get a chance to go to the dealership at my earliest convenience
Subsequent to the vehicle having been sent to the body shop to be painted Mr*** had a conversation with our Used Car Manager who advised that we would not repaint the areas in question. At that time we offered to take the vehicle back and unwind the transaction, Mr*** declined. At this time, with all things considered, Mac Churchill Acura would like to offer once again to unwind the transaction and refund Mr*** his money minus mileage usage. We decline to repaint the vehicle
AND YOU SEE THIER LETTER STATING THEY WILL PAY FOR EXTRA CHARGES AND I HAD TO CALL THEM AND ASK WARE MY PLATES WERE THEN THEY SENT ME ALL THIS PAPER WORK AND THEY KNEW WHEN I WAS THEIR THEY COULDNT DO THE DMV RIGHT AND IT ALSO STATRE A DELAY IN THEIR OFFICE THIS PLACE IS A JOKE AND TRYING TO RIP EOPLE OFF ON EVERYTHING ALL THE TIME AND THAT LETTER THEY WROTE TO ME THEY HAVE A COPY OF IT I WILL NOT STOP ANYTHING AND REPORTING THEM TO EVERY PLACE I CAN THEY SOLD ME A CAR WITH A COLD AIR INTAKE THAT IS NOT LEGAL IN ANY STATE INCLUDING TEXAS I AM REPORTING THEM ALSO TO THE TEXAS DMV, DEPARTENT OF TRANSPARTAION, TEXAS DIVISION OF SALES TAX AUCRA USA ME AND MY LAWYER HAVE A CONFERANCE CALL ON MONDAY WITH ALLY BANK AND ACURA USA THEM WE SENT THEM OVER BAD REVWIES FROM ALL OVER THE INTERNET THEY OVER CHARGED ME ON THE FOLLOWING SALES TAX CAR DID NOT PASS SMOG SEE ATTACHED COST ME PLUS ANOTHER DMV AND COST FOR REP TO GO TO THE DMV STOCK COLD AIR FOR A ZLSEE ATTCAHED FROM EBAY INSTALATION CAR INPECTION TIME HOURS OF MY TIME ALSE THEY OWE ME A REFUND LICENSE REG FEE TITLE FEES INSPECTION FEE DOC FEE AND ALSO THEY TREID TO ADD A AFTERMARKET FEE I CANT WAIT TO SHOW THIS PICTURE TO THE PLACES I AM REPORTING THRM TO I WILL SUE THIS PALCE IN A SAN DIEGO COURT WARE I LIVE AND NOT SMALL CLAIMS COURT AND ALO I DID NOT ARRIVE IN TAXES UNTIL 2/2/
Spoke with Mr***, apologized for complication in getting refund. Asked for card number, confirmed we had deposit, refunded money on debit card. No further action. Apologized for time it took to get refund
Mac Churchill Acura has agreed to pay 50% of the hail damage repair on Mr***'s vehicle. A check request has been processed for $400. No further action at this time
I haven't received confirmation of the amount nor when the credit would be applied exactly I spent hours of my time from calling and calling and emailing and calling the acura dealership to where I was avoided by Mr*** *** and then had to talk to others like Mr*** to try and get it resolved It wasn't even till I contacted the Revdex.com 6months later that I received any kind of response from the acura dealership Machurchill of Fort Worth After me spending 6months of my time and efforts trying to get this issue resolved, a company as well known as Acura Machurchill of Fort Worth should do more than just an apology for putting a customer through this Is was a huge inconvenience, caused me stress and anxiety, and I believe they should do more for a customer who was as willing to work with them as I
Complaint: ***
I am rejecting this response because:It has been four months since I left the lot with this vehicleI have bought a car in Nashville before and titled it in Oregon with ZERO problems, so that is not a good excuseI was also told it was an error from a typo on the title form, that should be an easy fix that takes maybe a day to sort out, not monthsAlso, still a huge lack of customer service, I have not been personally updated or had my calls returnedThere is no reason for this not to be taken care of by now, and I will discontinue payments until it isIf it was legally mine, I would have been able to get my plates from the Oregon DMV.
Regards,
*** ***
Reached out to Mr. [redacted], apologized for unnecessary visit to our store last time. Have ordered key and remote, appointment scheduled for 11:30am Monday, February 22 to program new key/remote. No further action at this time.
Ms. [redacted] was contacted, we apologized for her experience with the Lexus and offered to invite her in to trade. Unfortunately that visit didn't go as smoothly as either of us would have liked. In the end, we were not able to work a deal on a new vehicle. She spoke with our...
Customer Relations Manager to voice her displeasure with the visit. Ms. [redacted] was invited to entertain trading at our sister-store. We will assist if she chooses to reach out. Mac Churchill Auto Mall
We have spoken to Mr. [redacted] and apologized for his experience. Mr. [redacted] came in on a vehicle that had recently come in on trade and had not yet been through state inspection. Aware that the vehicle he purchased needed to be run through the shop coupled with his travel...
schedule, Mr. [redacted] did not take delivery of his vehicle and planned to return after the first of the year. As he stated upon his return he reached out to learn that during the State Inspection the vehicle did not pass and would be too costly to repair therefore we unwound the transaction and refunded Mr. [redacted] his money. This vehicle was then slated to be sold to a Wholesaler or at the Auction. Once the vehicle was no longer marked as 'sold' in our database and intended to be a wholesale unit, our inventory tool extracted the vehicle data and populated it to our inventory feed as it does each day. This time all fees and pack had been removed from the cost reflecting a reduced amount of $1995. Where we failed is not manually going in and removing this vehicle from our inventory as 99% of our inventory is fed to our site electronically. In the end, this vehicle would not pass state inspection without significant reconditioning and ultimately we sold it and took a loss to do so at the Auction. Once the wholesale paperwork is completed the inventory status changes back to sold status and it falls from our online inventory.We are in the business of selling vehicles and in this case we are very sorry for the time Mr. [redacted] spent attempting to purchase and the time our Sales Associates and Technicians invested to, in the end, not sell a vehicle. We did not want to sell a vehicle that was not safe and the cost to make it safe turned out to be significant. We are very sorry, we are not able to sell the vehicle as agreed.As a side-note, the 'bullpen' or 40+ desks and two dozen salespeople are necessary as we are quite busy and sell hundreds of vehicles per month out of that building. The 'dialing for dollars' that you are likely referring to is our Internet Department with Internet Sales Specialists responding to upwards of 100 web inquiries each day. If Mr. [redacted] finds something that is of interest in our inventory, please we invite him to let us know. We would be happy to assist.
Concerning Ms. [redacted] complaint the deal stands as is. The original finance company (whom Ms. [redacted] works for) did not pay for her vehicle and a backup contract was sent. The process was well known to Ms. [redacted] and the fault lies with her original financer. Mac Churchill Acura is no longer involved in the discussion between Ms. [redacted] and her current or desired financer. Should she wish to proceed with her financing through her employer she may contact her current finance company and work out the details. It is unfortunate that Ms. [redacted] was not able to get the financing she desired at no fault to her; but Mac Churchill Acura was not the instigator of the issue. Additionally, Mac Churchill Acura has no say as to what the credit report companies record for people’s credit; especially if that information is correct. Unless other evidence is made available I must conclude that the Finance Department did as they said they would do when Ms. [redacted] signed the backup contract and no payment was sent; again concluding that the problem lies with her original financier. Ms. [redacted] has many options to either repurchase through Mac Churchill Acura or refinance using her desired finance company. I would encourage Ms. [redacted] to proceed with those steps as soon as she can to rectify this issue.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Our response to Mr. [redacted]'s last dispute email is as follows: His reply was extremely inappropriate for anyone looking for assistance from the Dealer or from the Revdex.com. See Attached: Mr. [redacted], Our letter states that we will pay for any tax penalties for the delay in getting the paperwork to you. Being that the initial check was cut on 2.27.16 and likely sent/received by 3.7.16 we feel by 3.15.16 is reasonable time for you to make your way to the tax office to pay proper taxes. Any tax penalties up through 3.15.16 we will be happy to reimburse you for. The check you received payable to California DMV was inclusive of tax, title, license fees charged/collected by our dealership. Texas does not have the same restrictions when it comes to the cold air intake. It did pass State Inspection. We decline your request for reimbursement for additional listed fees.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Although it is our belief that the emblems had been long missing from Ms. [redacted]'a vehicle, we did review our tapes however the speed in which the vehicle drove through the service drive makes the existence or absence of the emblems inconclusive. In the interest of customer satisfaction we had...
them ordered. Ms. [redacted] has been notified that the emblems are in, she even made an appointment to come in to pick them up last Thursday but did not make that appointment. The emblems are still here and await her retrieval. No further action at this time. [redacted]Customer Relations Manager
We were able to provide the extended warranty company evidence that the concern was not pre-existing, therefore the claim was approved. Mr. [redacted] was made aware of the approval and is taking his vehicle to a local VW Dealership. Jennifer H[redacted]
I never asked for the trunk to be painted. This was done without anyone as[redacted] or telling me. I did not ask for the roof to be painted. I asked for it to be repaired properly and they said they would paint it when they were doing the repair.I don't even know why returning the vehicle is brought up in this conversation unless she is going to go into exact detail what would have been done with my car I traded in and the car I bought. If that is not going to be gone into detail, then this is a useless conversation that is being used as a distraction.I am rejecting this, because there was not any response given that would make me believe that they are not at fault or that the issue has been resolved in any manner.
I spoke with Mr***, apologized for his experience and advised that this is not how we expect our employees to conduct themselves. The concerns have been shared with our Management Team so as they may take action with regard to the employee accordingly. In addition, I have removed
Mr***'s phone number from his file and from the file of a family member who purchased a vehicle in the past. Now when searching for anyone in our database with the cell phone number listed above, 'no data found' reflects that number is not in our system. Again, our sincerest apologies. *** ***
*** *** ***
***
We've been in contact with Ms*** and have arranged for her to come in on Thursday to entertain trading her Lexus in on a different vehicle. We are happy to work with her. No further action at this time
Mac Churchill Acura has been in communication with Mr*** regarding his concerns. Subsequent to the discovery of the inability to Certify his vehicle Mac Churchill Acura wanted to offer Mr*** the same or as close to the same level of coverage he would have received had the vehicle been
Certified. After some back/forth Mr*** has agreed to an Extended Service Plan however we have yet to receive the signed document for processing. Mr*** had a conditional item of a battery that is in question. We’ve invited him in to have the battery tested At this time we await Mr***’s action; both the return of the Extended Service Plan agreement that was emailed to Mr*** on and a response to our invitation sent to return to us for a battery inspection No further action at this time
Again, liesAs of yet, the dealership has not presented any paperwork thatI signed stated they can finance me within business daysI called again to get information submitted to me (the contract) have not received it yet! I recently contacted the dealership to ask *** about the paperwork he was supposed to mail to me and he now changes his mind and states "you have to come up to our dealership" which is over 45mins away and was not told to me at first so I could went there when I have free timeTo make matters worse the contract and the warranty is still registered in the previous lemon that they sold me instead of my present vehicle in which they said was already transferred over in which was falseI had to call for towing and pay for everything out of pocket because the dealership did not do what they were supposed toNow when I called about reimburse because of the warranty, ***, once again states I need to sign some paperwork before they can transfer the vehicle like they stated previouslyWhat! Once again I was not told nor knew about any documens that I could have signedThe dealership is very irresponsible and needs better leadership skills to teach them how to keep their customers happy and to not be so worried about a darn Sale onlyAbout maintance that was suppose to be done was not and I replaced it all on my own within my first 30days of having the vehicle (wiper blades, battery, cabin filter,tires, ***gnment and a recall that was not completedAm I getting an reimbursement for that???? Of course not because they don't care because they lie to get you to buy the vehicle but your on your on with everything! Not a good way to gain a customer/business relationshipBy the way my job/lienholder did what they and the dealership did notI'm still waiting on the proof of the documentation that I signed as a back up contractEven though I been so stressed out behind this I will make sure I get a chance to go to the dealership at my earliest convenience
Subsequent to the vehicle having been sent to the body shop to be painted Mr*** had a conversation with our Used Car Manager who advised that we would not repaint the areas in question. At that time we offered to take the vehicle back and unwind the transaction, Mr*** declined. At this time, with all things considered, Mac Churchill Acura would like to offer once again to unwind the transaction and refund Mr*** his money minus mileage usage. We decline to repaint the vehicle
AND YOU SEE THIER LETTER STATING THEY WILL PAY FOR EXTRA CHARGES AND I HAD TO CALL THEM AND ASK WARE MY PLATES WERE THEN THEY SENT ME ALL THIS PAPER WORK AND THEY KNEW WHEN I WAS THEIR THEY COULDNT DO THE DMV RIGHT AND IT ALSO STATRE A DELAY IN THEIR OFFICE THIS PLACE IS A JOKE AND TRYING TO RIP EOPLE OFF ON EVERYTHING ALL THE TIME AND THAT LETTER THEY WROTE TO ME THEY HAVE A COPY OF IT I WILL NOT STOP ANYTHING AND REPORTING THEM TO EVERY PLACE I CAN THEY SOLD ME A CAR WITH A COLD AIR INTAKE THAT IS NOT LEGAL IN ANY STATE INCLUDING TEXAS I AM REPORTING THEM ALSO TO THE TEXAS DMV, DEPARTENT OF TRANSPARTAION, TEXAS DIVISION OF SALES TAX AUCRA USA ME AND MY LAWYER HAVE A CONFERANCE CALL ON MONDAY WITH ALLY BANK AND ACURA USA THEM WE SENT THEM OVER BAD REVWIES FROM ALL OVER THE INTERNET THEY OVER CHARGED ME ON THE FOLLOWING SALES TAX CAR DID NOT PASS SMOG SEE ATTACHED COST ME PLUS ANOTHER DMV AND COST FOR REP TO GO TO THE DMV STOCK COLD AIR FOR A ZLSEE ATTCAHED FROM EBAY INSTALATION CAR INPECTION TIME HOURS OF MY TIME ALSE THEY OWE ME A REFUND LICENSE REG FEE TITLE FEES INSPECTION FEE DOC FEE AND ALSO THEY TREID TO ADD A AFTERMARKET FEE I CANT WAIT TO SHOW THIS PICTURE TO THE PLACES I AM REPORTING THRM TO I WILL SUE THIS PALCE IN A SAN DIEGO COURT WARE I LIVE AND NOT SMALL CLAIMS COURT AND ALO I DID NOT ARRIVE IN TAXES UNTIL 2/2/
Spoke with Mr***, apologized for complication in getting refund. Asked for card number, confirmed we had deposit, refunded money on debit card. No further action. Apologized for time it took to get refund
Mac Churchill Acura has agreed to pay 50% of the hail damage repair on Mr***'s vehicle. A check request has been processed for $400. No further action at this time
I haven't received confirmation of the amount nor when the credit would be applied exactly I spent hours of my time from calling and calling and emailing and calling the acura dealership to where I was avoided by Mr*** *** and then had to talk to others like Mr*** to try and get it resolved It wasn't even till I contacted the Revdex.com 6months later that I received any kind of response from the acura dealership Machurchill of Fort Worth After me spending 6months of my time and efforts trying to get this issue resolved, a company as well known as Acura Machurchill of Fort Worth should do more than just an apology for putting a customer through this Is was a huge inconvenience, caused me stress and anxiety, and I believe they should do more for a customer who was as willing to work with them as I
Complaint: ***
I am rejecting this response because:It has been four months since I left the lot with this vehicleI have bought a car in Nashville before and titled it in Oregon with ZERO problems, so that is not a good excuseI was also told it was an error from a typo on the title form, that should be an easy fix that takes maybe a day to sort out, not monthsAlso, still a huge lack of customer service, I have not been personally updated or had my calls returnedThere is no reason for this not to be taken care of by now, and I will discontinue payments until it isIf it was legally mine, I would have been able to get my plates from the Oregon DMV.
Regards,
*** ***
Reached out to Mr. [redacted], apologized for unnecessary visit to our store last time. Have ordered key and remote, appointment scheduled for 11:30am Monday, February 22 to program new key/remote. No further action at this time.
Ms. [redacted] was contacted, we apologized for her experience with the Lexus and offered to invite her in to trade. Unfortunately that visit didn't go as smoothly as either of us would have liked. In the end, we were not able to work a deal on a new vehicle. She spoke with our...
Customer Relations Manager to voice her displeasure with the visit. Ms. [redacted] was invited to entertain trading at our sister-store. We will assist if she chooses to reach out. Mac Churchill Auto Mall
We have spoken to Mr. [redacted] and apologized for his experience. Mr. [redacted] came in on a vehicle that had recently come in on trade and had not yet been through state inspection. Aware that the vehicle he purchased needed to be run through the shop coupled with his travel...
schedule, Mr. [redacted] did not take delivery of his vehicle and planned to return after the first of the year. As he stated upon his return he reached out to learn that during the State Inspection the vehicle did not pass and would be too costly to repair therefore we unwound the transaction and refunded Mr. [redacted] his money. This vehicle was then slated to be sold to a Wholesaler or at the Auction. Once the vehicle was no longer marked as 'sold' in our database and intended to be a wholesale unit, our inventory tool extracted the vehicle data and populated it to our inventory feed as it does each day. This time all fees and pack had been removed from the cost reflecting a reduced amount of $1995. Where we failed is not manually going in and removing this vehicle from our inventory as 99% of our inventory is fed to our site electronically. In the end, this vehicle would not pass state inspection without significant reconditioning and ultimately we sold it and took a loss to do so at the Auction. Once the wholesale paperwork is completed the inventory status changes back to sold status and it falls from our online inventory.We are in the business of selling vehicles and in this case we are very sorry for the time Mr. [redacted] spent attempting to purchase and the time our Sales Associates and Technicians invested to, in the end, not sell a vehicle. We did not want to sell a vehicle that was not safe and the cost to make it safe turned out to be significant. We are very sorry, we are not able to sell the vehicle as agreed.As a side-note, the 'bullpen' or 40+ desks and two dozen salespeople are necessary as we are quite busy and sell hundreds of vehicles per month out of that building. The 'dialing for dollars' that you are likely referring to is our Internet Department with Internet Sales Specialists responding to upwards of 100 web inquiries each day. If Mr. [redacted] finds something that is of interest in our inventory, please we invite him to let us know. We would be happy to assist.
Concerning Ms. [redacted] complaint the deal stands as is. The original finance company (whom Ms. [redacted] works for) did not pay for her vehicle and a backup contract was sent. The process was well known to Ms. [redacted] and the fault lies with her original financer. Mac Churchill Acura is no longer involved in the discussion between Ms. [redacted] and her current or desired financer. Should she wish to proceed with her financing through her employer she may contact her current finance company and work out the details. It is unfortunate that Ms. [redacted] was not able to get the financing she desired at no fault to her; but Mac Churchill Acura was not the instigator of the issue. Additionally, Mac Churchill Acura has no say as to what the credit report companies record for people’s credit; especially if that information is correct. Unless other evidence is made available I must conclude that the Finance Department did as they said they would do when Ms. [redacted] signed the backup contract and no payment was sent; again concluding that the problem lies with her original financier. Ms. [redacted] has many options to either repurchase through Mac Churchill Acura or refinance using her desired finance company. I would encourage Ms. [redacted] to proceed with those steps as soon as she can to rectify this issue.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Our response to Mr. [redacted]'s last dispute email is as follows: His reply was extremely inappropriate for anyone looking for assistance from the Dealer or from the Revdex.com. See Attached: Mr. [redacted], Our letter states that we will pay for any tax penalties for the delay in getting the paperwork to you. Being that the initial check was cut on 2.27.16 and likely sent/received by 3.7.16 we feel by 3.15.16 is reasonable time for you to make your way to the tax office to pay proper taxes. Any tax penalties up through 3.15.16 we will be happy to reimburse you for. The check you received payable to California DMV was inclusive of tax, title, license fees charged/collected by our dealership. Texas does not have the same restrictions when it comes to the cold air intake. It did pass State Inspection. We decline your request for reimbursement for additional listed fees.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Although it is our belief that the emblems had been long missing from Ms. [redacted]'a vehicle, we did review our tapes however the speed in which the vehicle drove through the service drive makes the existence or absence of the emblems inconclusive. In the interest of customer satisfaction we had...
them ordered. Ms. [redacted] has been notified that the emblems are in, she even made an appointment to come in to pick them up last Thursday but did not make that appointment. The emblems are still here and await her retrieval. No further action at this time. [redacted]Customer Relations Manager
We were able to provide the extended warranty company evidence that the concern was not pre-existing, therefore the claim was approved. Mr. [redacted] was made aware of the approval and is taking his vehicle to a local VW Dealership. Jennifer H[redacted]
I never asked for the trunk to be painted. This was done without anyone as[redacted] or telling me. I did not ask for the roof to be painted. I asked for it to be repaired properly and they said they would paint it when they were doing the repair.I don't even know why returning the vehicle is brought up in this conversation unless she is going to go into exact detail what would have been done with my car I traded in and the car I bought. If that is not going to be gone into detail, then this is a useless conversation that is being used as a distraction.I am rejecting this, because there was not any response given that would make me believe that they are not at fault or that the issue has been resolved in any manner.