Dear Mrs [redacted] I spoke with our GM, [redacted] he mentioned he spoke to you and verified your address The paperwork has been overnighted to you When you receive it please do not hesitate to call [redacted] or our office manager, [redacted] if you need help or have questions As soon as we receive these documents back in the mail we will mail you the check Thank you, [redacted]
Dear Ms [redacted] , I am sorry for the miscommunication I will refund your money if you scan/email a copy of your bill from [redacted] Acura (Chicago) for my records My email address is [redacted] @ [redacted] ag.com Thank you, [redacted] [redacted]
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 meAfter my initial complaint, I was reached out to by McGrath's General Manager, [redacted] [redacted] was professional and polite He acknowledged my frustration, listened to my experience, and was focused on doing his best to rectify a messy situation In the end we found a solution that worked for both of us Sincerely, [redacted]
Dear ***, We attempted to send the $check multiple times to your local address this summer, it was returned to us each time So we credited your credit card in AUGUST $200, please check your statementOur records show the funds were received Please contact [redacted] our office manager if you have questions [redacted] Thank you, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/06) */ Contact Name and Title: [redacted] CFO Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @mcgrathag.com We verified everything internally and the check was cut / signed today for Ms [redacted] Not sure on a few of the names listed above and apologize that Ms [redacted] got this run aroundThe check will be in the mail today
Dear Mr [redacted] , I am very sorry for the inconvenience and poor communication on our part We will send the mats you have requested to your NE address listed on this compliant Please allow 5-days for the mats to arrive Again, my apologies for the troubleWe appreciate your business, [redacted] [redacted]
I was shopping for a car last month and I came across McGrath Acura of Westmont, my overall experience have significantly below expectation I have purchased a Acura MDX with an extended warranty on it, the car started burning oil which was confirmed by the service department ( failed oil consumption test), the dealer and the warranty company refused to repair the vehicleI'm considering a legal advice toward this dealerso I have asked for the service history record from the service advisorThe service advisor throw the papers on my face and said that my conversation with him doesn't make any sense....this is the truth about ACURAHe said that he spoke to his manager and the GM, the GM said he is not going to repair this vehicle at all even if service confirmed that the vehicle failed the oil consumption testFeel free to contact me to show you a proof on documents Be careful where to buy your vehicle fromI wouldn't recommend this dealer at all based on my experience
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 meA check for $was received by me from McGrath Imports on December 30, Sincerely, [redacted] **
Initial Business Response /* (1000, 5, 2014/05/16) */
Contact Name and Title: *** *** General Mana
Contact Phone:
Contact Email: ***@acurawestmont.com
Thank you for reaching outAt McGrath Acura of Westmont our goal is to sell cars and offer clients a great
experienceDirect client feedback is always appreciated and helps us to review current processes or opportunities for continued improvementI know that both my Client Relations Manager as well as my Used Car Manager have reached out to you; As General Manager, I would like to also offer my personal attention to your experience
Again, thank you for reaching out
Initial Consumer Rebuttal /* (3000, 7, 2014/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My original email was sent to all management at your dealershipIt took two business days for someone to reach out to meThe GM should have been concerned in advance of my escalation to the Revdex.comCustomers shouldn't have to escalate things to this level to get a generic response from management
Final Business Response /* (4000, 9, 2014/05/29) */
Mr*** ***,
In a continued effort to develop a customer focused buying experience, we have had two meetings with the sales staff to address the importance of clear communication with customersAdditionally, we have met with *** and clearly stated the importance of honest forthright language that a customer can clearly understandIn closing, I will again offer my personal services as General Manage in attending to your needsI can be reached directly at
*** ***
General Manager
McGrath Acura of Westmont
On March 19th I took my Acura TL to McGrath Acura to be appraised and sellI was first told the they would not purchase because it was on a do not buy list because of an airbag recallI pointed out that *** was selling TL'sThe sales guy then went to go talk to someone and came back after waiting minutes and I was told they would offer $9,Not feeling good about the situation because I felt like I was just lie too (the first of many), I told them I was going to take it to get another quote The sales man asked if I would let him know what the other quote was and they may be able to match it I received another quote for $12,and on March 25th I called the sales man and let him know what my other quote was that I received Later on in the day, I received an email from the sales agent that McGrath would match that quote I replied to the email asking what I needed to bring He replied in the email with all I needed was the title and the keys On March 26th, I drove my vehicle back to McGrath I waited another minutes The sales guy came back and told me they could not purchase the car because it must have been involved in a major accident because they could not find the stickers certifying original manufacture parts on the rear doors or the trunk I told them is was not involved in an accident, however they insisted that it was and I must have replaced those parts myself I asked them to show me where the stickers were on a new vehicle in the show room Initially they could not find them on a new vehicle at first After seeking help from another individual there, they locate themI walked to my car and found the stickers in the same place as the new cars I walked back in and told them the stickers were there They came out and verified they were there They told me that they were going to have to validate the serial numbers After waiting another mins, he came back and told me the guy that verifies the numbers is not there and should be back Monday I left I drove my car back on Monday, March 28th Upon my arrival, I was told the guy that checks the serial numbers is still not there and they did not know when he would be backI told the sales guy that I was leaving and not coming back and I would be filing a report with Acura and the Revdex.comHe went and got the General Manager so that he could speak with me I explained the situation to the GMI explained that not only did we have a verbal contract, we also had a contract via emails During the conversation, I told them the quote cam from *** (which became the focal point)I was not told that I needed that quote for them to honor it I did not have it I was told in an email that all I needed was the keys and the titleThe GM told me that it was on the website that they needed quotes for them to honor it I never found it on the websiteI told him that I was going to be notifying the Revdex.com and Acura He laughed and told me that it would not affect him because they have an A+ rating He also explained that it would be a waste of my time because I was selling the car and he was the customer I would not recommend anyone to go to this location There are very rude and arrogant Not very customer friendly I feel that I was part of some bait and switch scheme they have going on there They offer to pay one price then go back on the contract and are not willing to honor
Initial Business Response /* (1000, 5, 2015/09/23) */
Contact Name and Title: *** *** CFO
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@mcgrathag.com
*** *** our General Manager, has been in touch with ***We are going to explore some options to help ***I
will send this back and wait for her response to the actions we take and whether they are satisfactory or not*** should be her sole person to contactHe will make sure to stay in touch
Initial Consumer Rebuttal /* (3000, 12, 2015/10/13) */
Around the 28th of September the McGrath general manager *** finally called me backHe repeatedly told me not to be angry and that these things just "happen"He also said "this happens all the timeIts like when you walk down the street and you sprain an ankle, these types of things just happen"After he got the complaint from the Revdex.com he then changed his mind and said that they would tow down my car to their business to take a look at itOn September 22nd I was called and told to bring it to *** auto in *** so they could diagnose the car even though the Toyota dealership in *** had diagnosed the car and said the transmission needed to be replacedThe car has been in the *** shop for almost two weeks now and they're just going to flush the transmissionI called the McGrath dealership this morning and they are "deciding" if they'll allow me to take the car to another mechanic to get another optionI want my car fixed and on timeI'm sick and tired of waiting around and not having my carMe and my mom both have health issues and we both need our carsI'm also sick and tired of not being called regarding my car and what they're doing to it
Final Business Response /* (4000, 14, 2015/10/19) */
Contact Name and Title: *** *** CFO
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@mcgrathag.com
Due to the issues with this vehicle, we agreed to purchase the vehicle back from the client
Good Afternoon Mr***
I apologize for the time it has taken for the cancellation Your cancellation was received by the warranty company on 1-18- Our office manager has informed me that we (McGrath Acura) received the cancellation verification and the money back for
the warranty on Friday, 3- A check from McGrath was cut yesterday and will be overnighted today to your lender Again, my apologies for the length of time this has taken If I can assist you further please do not hesitate to contact me, I've included my contact information belowThank you for your business
Sincerely,
Shanna McGrath [email protected]
Complaint: ***
I am rejecting this response because:I did not receive the paperwork or refund checkI double checked the mail and I did not receive the paperwork you sent I am happy to fill out this paperwork to get the title and the refund, but I did not receive this Can you please advise what address you sent this to? Was it on Rice Street? We gave the finance manager a shipping address when we purchased the car but this was not noted correctly and has caused many issues Unfortunately there have been many paperwork errors in this case Can you please confirm the address and or resend the paperwork?
Sincerely,
*** ***
To whom it may concern,
I wanted to express my current experience with leasing a vehicle from Mc Grath *** of Morton GroveSo it goes like that;
When we started to look for the car we were choosing between *** *** and *** ***Our first choice was ***, so we went in to the Morton Grove dealership and spoke with a sales person, at that time we didn't get to the agreement and we leftFew days after we went to see *** dealer, the person who helped us was very nice, took us for the test drive, explained clearly what comes with the vehicle, show us all the numbers and generally spend with us about hours just to go over everything, so we thought that we found what we were looking for, we decide that we'll come back next day to get it from themIn the meantime I received a call from *** Morton grove dealership, I explained that we'll go with different car and thank him for the time, but he said they will match everything *** offer us, I explained him that we were offer *** awd premium plus with remote starter and navigation and roof racks for $less then *** base version, he said that that is not a problem and he will work with his manager to give us the same version of the car for the same monthly paymentSo after talking to my husband well decide that *** was our first choice anyway so we may as well go with itI called back the Mcgrath *** and confirmed our arrivalSo we went in and the whole thing started, we were going back and forth with sales manager when we thought so we have already have the deal, anyway at that time I asked the sales manager about why do I have to pay the tax out of the whole value of the car instead of the value of my payments and I told him that I heard that was change, he said that we are in Illinois and we have to pay taxes out of the whole car value, we thought alright we don't have a choice but to payAnyway we settle for the slightly higher monthly payment and paid additional $down and we were given awd *** tech package We went through financing quickly because it was midnight already and went home, when we asked financial manager why the car has miles on it he didn't have answer for us, but it was late I didn't want to spend more time there than necessary to change the paperwork so we just asked to have our license plates transfer and went homeSo next day I come back to have my new car cleaned and fueledI asked my salesman why the car has over miles on it and why it shows that the car was on for over hours, also why the car floor on the passenger side was dirty and he said that probably they drove this car to another dealership, I wasn't happy with that but anyway, I waited for the car almost hours, and drove of really quickly because I was running late, when I get to my destination I discovered that I don't have any fuel and the floor was not cleanedCalled my salesman and told him that, he said to come back, like I have time to drive back and forth the whole day, very disappointingThe next day I was getting more and more familiar with new car, so I couldn't find how to heat up the sterling wheel, and how to change the camera view and the backup sensors don't work, since it was late I went online I started looking for instructions, and guess what I discovered this car does not come with any of thisWe'll I knew I not getting remote starter and roof racks like with *** but I supposedly get the same options on this one and looks like its not trueVery disappointingBut I like the car, few more days go by and on January 1st exactly days after we sign documents there is a commercial on TV saying that you don't have to pay tax for the whole car when leasing a vehicleWent online, find the information and it's true, the change was sign on in April and it should take effect on January 1st But I remember that I asked the sales manger and he decline thatI emailed one of the lawyers that also wrote about it online, wait few days and receive respond that I will get the sales credit back when I turned the car back in yearsOK fine I can live with that, but I wanted to make sure and I called the dealer and asked to talk to financial manager, so I waited on hold for couple of minutes and finally I got to talk to him, but that wasn't nice conversation, he was rude and declining everything abut the tax change about the credit, I got frustrated and asked to talk to someone else and he hung up on me, I tried to call couple more times and get transferred to him but he didn't pic up the phone callAll I wanted it was an explanation, but I was treated like they don't have time to talk to and none of my issues matter because its a done dealAgain very disappointingIn the meantime I received a call from the dealership that I have to sign more paperwork, they come in to my work and I sign it for themNow about days ago I received another oneAlso I just find out I'm behind with my payment for the car I trade inSo I get in touch with *** client relations, but they couldn't helpThis is is the worst experience of the lifetimeI don't know how is that even possibleWe didnt buy some low value, cheper brand car so we expected to be treated much betterThe reason I went to this dealership was because I bought my car there and it was the best experience ever so I couldn't imagine going enywhere elseBut this time I felt that every time I spoke and visit them was very disappointingI don't know how the whole thing will end but it's unforgettable experience I want to share with everyone just to make everyone aware how the car dealers work, because I didn't know something like that may happen to me and I refuse to be treated that wayAs I mentioned to the dealer before we didn't lease a car before and I only purchase one car from the dealer so they are aware that they have to go over things like turn in fee, but they didn't, well now I feel like I should have go with the *** and I will avoid all that headaches
Thank you for taking your time to read this
Sincerely
Katarzyna
Dear Ms[redacted],
I am sorry for the miscommunication I will refund your money if you scan/email a copy of your bill from [redacted] Acura (Chicago) for my records My email address is [redacted]ag.com.
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Thank you,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
In response to Ms. McGrath's statements, there are several inaccuracies. First, as stated in my previous statement, I felt that a warranty was not necessary due to the age of the vehicle. I have a hard time accepting that an major electrical problem would occur less than two weeks of purchasing a vehicle that they claimed was fully inspected and had no issues. This leads me to believe that Morton Grove Acura knew there was an electrical issue prior to selling me my vehicle and hide that information from me, which is an lacks integrity on their end.
Secondly, when I brought my car back into the dealership after the issue occurred, I was reassured that it would be fixed, with no cost to me. Again, they did not say diagnose my car at no cost, so I reject that statement as inaccurate. After that, I was told by the same service manager as well as the finance director at McGrath Acura to take my car to a Jeep Dealership, where they could properly diagnose my vehicle and fix it. They told me to bring it to a Jeep dealership because they had no knowledge on how to diagnose or repair my vehicle. They couldn't even figure out how to turn off the oil change light after they had changed my oil during the same time as the electrical issue. I was told from that point once I know the cost of the repair and pay to have my vehicle fixed, to contact them and they would refund my expenses; so that is why I had my car repaired elsewhere. Time and time again they have lied to me and deceived me throughout this entire process and their story keeps changing every time I contact them.
Sincerely,
[redacted]
Hi Ms. [redacted]
I just got off the phone with our GM, [redacted]. He said that he contacted you, reviewed your concern and is issuing you $600 for the repair. I will assure that a check request is created today, you should receive your check by the middle of next week.
Again, my apologies for any miscommunications on our part. If I can assist you further please feel free to contact me.
[redacted]
Initial Business Response /* (1000, 5, 2015/09/02) */
Contact Name and Title: [redacted] CFO
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@mcgrathag.com
Here is some additional information to clarify the clients description above, and details of the certification process...
completed.
The certified inspection was completed on 6/24/15 by a technician that has been with Acura for over 12 years. The 182 point inspection on this vehicle, as with the inspections we do on all certified vehicles, was 100% completed. Per the Acura Cert. Checklist that was signed by the technician, salesperson, and client, it indicates the Certified Program Standards include: Perform all maintenance, top off fluids, all tires must match, windshields in good condition, and "Scratches greater than 4 inches, dings/dents that cannot be covered with a dime and/or damage that penetrates to the base metal must be repaired". A certified vehicle is a used car that follows Acura's inspection to give it a longer warranty coverage in addition to the original warranty. It is still a used vehicle and most have some imperfections. In talking with our general manager, service manager, and salesperson, the communication with the client after the paint was inspected indicated that the client could explore a claim with Acura to have them repair the vehicle. There would be nothing [redacted] agreed to "fix" at that time. The client then entered the office to complete the vehicle paperwork. Based on our information, disclosed to the client at time of sale, there is nothing that indicates the vehicle was in an accident or had any repair work. The carfax indicates a clean title and states the vehicle is accident free. Based on this they advised the client to check with an Acura dealer factory rep when he returned to [redacted]
This inspection also includes test driving the vehicle. I don't know what speeds the client experienced the rotor pulsation, but there was none noted at time of inspection. In fact both brakes and rotors measured well above the cert. requirements (Brakes: 8mm, Rotors 28mm). Rotor warp can easily occur within a short amount of time. Especially during mountain driving or at highway speeds.
I have seen the pictures of the cracked mirror lens. I would say that both the technician and client missed this prior to delivery. Small cracks like that could be easy to overlook, especially where the crack was located.
Lastly the delaminated rear light housing. This should be a covered component under Acuras standard warranty.
Unfortunately the client did not go through an Acura dealership close to his home OR contact us prior to most of this work. We would have advised him to not pay for brakes or the taillight lens before a certified Acura technician could inspect them.
The vehicle was sold 6/27/15. The first correspondence from the client was a text to the salesperson on 8/5/15 explaining he has an issue with the brakes. The month+ between sale and 8/5/15 could be the cause of the brake issues due to highway driving between IL and [redacted] plus the mountain driving in [redacted]
To assist with the overall issues the client has experienced, we would offer $300.00 as a goodwill gesture to the client. We strive to deliver a positive car buying experience to all clients and I apologize to Mr [redacted] for the issues he is having.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted], Thank you for the thorough and well researched response. The $300 goodwill gesture will cover very roughly half of the costs that I have incurred, and I think this is a fair settlement. In addition to this response to the Revdex.com, I will update my online reviews of your dealership as well to indicate my satisfaction.
To your point in paragraph 4 that I did not contact a dealership prior to repairs, this is not correct. While not previously discussed with [redacted] or [redacted] I had taken the car in to Flatirons Acura in [redacted] on July 29th. This was the earliest I was able to take the car into a dealership after purchase as I travel nearly 80% of the time for my job and the dealership is 30 miles from my house. At [redacted] I received written estimates for all repairs prior to doing any work, and was informed that warranty coverage did not apply. They instead directed me to Acura Customer care, where I spoke with Supervisor [redacted] told me that there was nothing that Acura could or would do in this circumstance because a "'Certified pre-owned Acura' is not certified by Acura" and dealerships are independent business from Acura that do the certifications. He informed me that Bob Sisk would be contacting me and when I did not hear from [redacted], I then texted [redacted] on 8/5 to see if he could assist.
Regards,
[redacted]@yahoo.com
XXX-XXX-XXXX
Dear Ms. [redacted]
I have reviewed your concern with our GM and Service director. It's unfortunate you experienced an issue a few weeks after purchasing. Our service director did confirm that they offered to inspect the vehicle/diagnose the concern free of charge, I apologize if...
there was confusion regarding the repair being completed free of charge. It sounds like you took the vehicle to a Jeep dealer for further inspection and they informed you the vehicle is past the manufacturers warranty. Our records indicate that you declined an extended warranty from McGrath. We would have been open to the opportunity to work with you on repairing your electrical concern at our dealership, unfortunately we don't feel we should be held accountable for paying another shop's repairs. Thank you,
[redacted]
Dear Mrs [redacted] I spoke with our GM, [redacted] he mentioned he spoke to you and verified your address The paperwork has been overnighted to you When you receive it please do not hesitate to call [redacted] or our office manager, [redacted] if you need help or have questions As soon as we receive these documents back in the mail we will mail you the check Thank you, [redacted]
Dear Ms [redacted] , I am sorry for the miscommunication I will refund your money if you scan/email a copy of your bill from [redacted] Acura (Chicago) for my records My email address is [redacted] @ [redacted] ag.com Thank you, [redacted] [redacted]
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 meAfter my initial complaint, I was reached out to by McGrath's General Manager, [redacted] [redacted] was professional and polite He acknowledged my frustration, listened to my experience, and was focused on doing his best to rectify a messy situation In the end we found a solution that worked for both of us Sincerely, [redacted]
Dear ***, We attempted to send the $check multiple times to your local address this summer, it was returned to us each time So we credited your credit card in AUGUST $200, please check your statementOur records show the funds were received Please contact [redacted] our office manager if you have questions [redacted] Thank you, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/06) */ Contact Name and Title: [redacted] CFO Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @mcgrathag.com We verified everything internally and the check was cut / signed today for Ms [redacted] Not sure on a few of the names listed above and apologize that Ms [redacted] got this run aroundThe check will be in the mail today
Dear Mr [redacted] , I am very sorry for the inconvenience and poor communication on our part We will send the mats you have requested to your NE address listed on this compliant Please allow 5-days for the mats to arrive Again, my apologies for the troubleWe appreciate your business, [redacted] [redacted]
I was shopping for a car last month and I came across McGrath Acura of Westmont, my overall experience have significantly below expectation I have purchased a Acura MDX with an extended warranty on it, the car started burning oil which was confirmed by the service department ( failed oil consumption test), the dealer and the warranty company refused to repair the vehicleI'm considering a legal advice toward this dealerso I have asked for the service history record from the service advisorThe service advisor throw the papers on my face and said that my conversation with him doesn't make any sense....this is the truth about ACURAHe said that he spoke to his manager and the GM, the GM said he is not going to repair this vehicle at all even if service confirmed that the vehicle failed the oil consumption testFeel free to contact me to show you a proof on documents Be careful where to buy your vehicle fromI wouldn't recommend this dealer at all based on my experience
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 meA check for $was received by me from McGrath Imports on December 30, Sincerely, [redacted] **
Initial Business Response /* (1000, 5, 2014/05/16) */
Contact Name and Title: *** *** General Mana
Contact Phone:
Contact Email: ***@acurawestmont.com
Thank you for reaching outAt McGrath Acura of Westmont our goal is to sell cars and offer clients a great
experienceDirect client feedback is always appreciated and helps us to review current processes or opportunities for continued improvementI know that both my Client Relations Manager as well as my Used Car Manager have reached out to you; As General Manager, I would like to also offer my personal attention to your experience
Again, thank you for reaching out
Initial Consumer Rebuttal /* (3000, 7, 2014/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My original email was sent to all management at your dealershipIt took two business days for someone to reach out to meThe GM should have been concerned in advance of my escalation to the Revdex.comCustomers shouldn't have to escalate things to this level to get a generic response from management
Final Business Response /* (4000, 9, 2014/05/29) */
Mr*** ***,
In a continued effort to develop a customer focused buying experience, we have had two meetings with the sales staff to address the importance of clear communication with customersAdditionally, we have met with *** and clearly stated the importance of honest forthright language that a customer can clearly understandIn closing, I will again offer my personal services as General Manage in attending to your needsI can be reached directly at
*** ***
General Manager
McGrath Acura of Westmont
We are agreeing to Mr*** request and processing a check in the amount of $to satisfy this customerThank you,
*** ***
Client Relations Manager
On March 19th I took my Acura TL to McGrath Acura to be appraised and sellI was first told the they would not purchase because it was on a do not buy list because of an airbag recallI pointed out that *** was selling TL'sThe sales guy then went to go talk to someone and came back after waiting minutes and I was told they would offer $9,Not feeling good about the situation because I felt like I was just lie too (the first of many), I told them I was going to take it to get another quote The sales man asked if I would let him know what the other quote was and they may be able to match it I received another quote for $12,and on March 25th I called the sales man and let him know what my other quote was that I received Later on in the day, I received an email from the sales agent that McGrath would match that quote I replied to the email asking what I needed to bring He replied in the email with all I needed was the title and the keys On March 26th, I drove my vehicle back to McGrath I waited another minutes The sales guy came back and told me they could not purchase the car because it must have been involved in a major accident because they could not find the stickers certifying original manufacture parts on the rear doors or the trunk I told them is was not involved in an accident, however they insisted that it was and I must have replaced those parts myself I asked them to show me where the stickers were on a new vehicle in the show room Initially they could not find them on a new vehicle at first After seeking help from another individual there, they locate themI walked to my car and found the stickers in the same place as the new cars I walked back in and told them the stickers were there They came out and verified they were there They told me that they were going to have to validate the serial numbers After waiting another mins, he came back and told me the guy that verifies the numbers is not there and should be back Monday I left I drove my car back on Monday, March 28th Upon my arrival, I was told the guy that checks the serial numbers is still not there and they did not know when he would be backI told the sales guy that I was leaving and not coming back and I would be filing a report with Acura and the Revdex.comHe went and got the General Manager so that he could speak with me I explained the situation to the GMI explained that not only did we have a verbal contract, we also had a contract via emails During the conversation, I told them the quote cam from *** (which became the focal point)I was not told that I needed that quote for them to honor it I did not have it I was told in an email that all I needed was the keys and the titleThe GM told me that it was on the website that they needed quotes for them to honor it I never found it on the websiteI told him that I was going to be notifying the Revdex.com and Acura He laughed and told me that it would not affect him because they have an A+ rating He also explained that it would be a waste of my time because I was selling the car and he was the customer I would not recommend anyone to go to this location There are very rude and arrogant Not very customer friendly I feel that I was part of some bait and switch scheme they have going on there They offer to pay one price then go back on the contract and are not willing to honor
Initial Business Response /* (1000, 5, 2015/09/23) */
Contact Name and Title: *** *** CFO
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@mcgrathag.com
*** *** our General Manager, has been in touch with ***We are going to explore some options to help ***I
will send this back and wait for her response to the actions we take and whether they are satisfactory or not*** should be her sole person to contactHe will make sure to stay in touch
Initial Consumer Rebuttal /* (3000, 12, 2015/10/13) */
Around the 28th of September the McGrath general manager *** finally called me backHe repeatedly told me not to be angry and that these things just "happen"He also said "this happens all the timeIts like when you walk down the street and you sprain an ankle, these types of things just happen"After he got the complaint from the Revdex.com he then changed his mind and said that they would tow down my car to their business to take a look at itOn September 22nd I was called and told to bring it to *** auto in *** so they could diagnose the car even though the Toyota dealership in *** had diagnosed the car and said the transmission needed to be replacedThe car has been in the *** shop for almost two weeks now and they're just going to flush the transmissionI called the McGrath dealership this morning and they are "deciding" if they'll allow me to take the car to another mechanic to get another optionI want my car fixed and on timeI'm sick and tired of waiting around and not having my carMe and my mom both have health issues and we both need our carsI'm also sick and tired of not being called regarding my car and what they're doing to it
Final Business Response /* (4000, 14, 2015/10/19) */
Contact Name and Title: *** *** CFO
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@mcgrathag.com
Due to the issues with this vehicle, we agreed to purchase the vehicle back from the client
Good Afternoon Mr***
I apologize for the time it has taken for the cancellation Your cancellation was received by the warranty company on 1-18- Our office manager has informed me that we (McGrath Acura) received the cancellation verification and the money back for
the warranty on Friday, 3- A check from McGrath was cut yesterday and will be overnighted today to your lender Again, my apologies for the length of time this has taken If I can assist you further please do not hesitate to contact me, I've included my contact information belowThank you for your business
Sincerely,
Shanna McGrath
[email protected]
Complaint: ***
I am rejecting this response because:I did not receive the paperwork or refund checkI double checked the mail and I did not receive the paperwork you sent I am happy to fill out this paperwork to get the title and the refund, but I did not receive this Can you please advise what address you sent this to? Was it on Rice Street? We gave the finance manager a shipping address when we purchased the car but this was not noted correctly and has caused many issues Unfortunately there have been many paperwork errors in this case Can you please confirm the address and or resend the paperwork?
Sincerely,
*** ***
To whom it may concern,
I wanted to express my current experience with leasing a vehicle from Mc Grath *** of Morton GroveSo it goes like that;
When we started to look for the car we were choosing between *** *** and *** ***Our first choice was ***, so we went in to the Morton Grove dealership and spoke with a sales person, at that time we didn't get to the agreement and we leftFew days after we went to see *** dealer, the person who helped us was very nice, took us for the test drive, explained clearly what comes with the vehicle, show us all the numbers and generally spend with us about hours just to go over everything, so we thought that we found what we were looking for, we decide that we'll come back next day to get it from themIn the meantime I received a call from *** Morton grove dealership, I explained that we'll go with different car and thank him for the time, but he said they will match everything *** offer us, I explained him that we were offer *** awd premium plus with remote starter and navigation and roof racks for $less then *** base version, he said that that is not a problem and he will work with his manager to give us the same version of the car for the same monthly paymentSo after talking to my husband well decide that *** was our first choice anyway so we may as well go with itI called back the Mcgrath *** and confirmed our arrivalSo we went in and the whole thing started, we were going back and forth with sales manager when we thought so we have already have the deal, anyway at that time I asked the sales manager about why do I have to pay the tax out of the whole value of the car instead of the value of my payments and I told him that I heard that was change, he said that we are in Illinois and we have to pay taxes out of the whole car value, we thought alright we don't have a choice but to payAnyway we settle for the slightly higher monthly payment and paid additional $down and we were given awd *** tech package We went through financing quickly because it was midnight already and went home, when we asked financial manager why the car has miles on it he didn't have answer for us, but it was late I didn't want to spend more time there than necessary to change the paperwork so we just asked to have our license plates transfer and went homeSo next day I come back to have my new car cleaned and fueledI asked my salesman why the car has over miles on it and why it shows that the car was on for over hours, also why the car floor on the passenger side was dirty and he said that probably they drove this car to another dealership, I wasn't happy with that but anyway, I waited for the car almost hours, and drove of really quickly because I was running late, when I get to my destination I discovered that I don't have any fuel and the floor was not cleanedCalled my salesman and told him that, he said to come back, like I have time to drive back and forth the whole day, very disappointingThe next day I was getting more and more familiar with new car, so I couldn't find how to heat up the sterling wheel, and how to change the camera view and the backup sensors don't work, since it was late I went online I started looking for instructions, and guess what I discovered this car does not come with any of thisWe'll I knew I not getting remote starter and roof racks like with *** but I supposedly get the same options on this one and looks like its not trueVery disappointingBut I like the car, few more days go by and on January 1st exactly days after we sign documents there is a commercial on TV saying that you don't have to pay tax for the whole car when leasing a vehicleWent online, find the information and it's true, the change was sign on in April and it should take effect on January 1st But I remember that I asked the sales manger and he decline thatI emailed one of the lawyers that also wrote about it online, wait few days and receive respond that I will get the sales credit back when I turned the car back in yearsOK fine I can live with that, but I wanted to make sure and I called the dealer and asked to talk to financial manager, so I waited on hold for couple of minutes and finally I got to talk to him, but that wasn't nice conversation, he was rude and declining everything abut the tax change about the credit, I got frustrated and asked to talk to someone else and he hung up on me, I tried to call couple more times and get transferred to him but he didn't pic up the phone callAll I wanted it was an explanation, but I was treated like they don't have time to talk to and none of my issues matter because its a done dealAgain very disappointingIn the meantime I received a call from the dealership that I have to sign more paperwork, they come in to my work and I sign it for themNow about days ago I received another oneAlso I just find out I'm behind with my payment for the car I trade inSo I get in touch with *** client relations, but they couldn't helpThis is is the worst experience of the lifetimeI don't know how is that even possibleWe didnt buy some low value, cheper brand car so we expected to be treated much betterThe reason I went to this dealership was because I bought my car there and it was the best experience ever so I couldn't imagine going enywhere elseBut this time I felt that every time I spoke and visit them was very disappointingI don't know how the whole thing will end but it's unforgettable experience I want to share with everyone just to make everyone aware how the car dealers work, because I didn't know something like that may happen to me and I refuse to be treated that wayAs I mentioned to the dealer before we didn't lease a car before and I only purchase one car from the dealer so they are aware that they have to go over things like turn in fee, but they didn't, well now I feel like I should have go with the *** and I will avoid all that headaches
Thank you for taking your time to read this
Sincerely
Katarzyna
Dear Ms[redacted],
I am sorry for the miscommunication I will refund your money if you scan/email a copy of your bill from [redacted] Acura (Chicago) for my records My email address is [redacted]ag.com.
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Thank you,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
In response to Ms. McGrath's statements, there are several inaccuracies. First, as stated in my previous statement, I felt that a warranty was not necessary due to the age of the vehicle. I have a hard time accepting that an major electrical problem would occur less than two weeks of purchasing a vehicle that they claimed was fully inspected and had no issues. This leads me to believe that Morton Grove Acura knew there was an electrical issue prior to selling me my vehicle and hide that information from me, which is an lacks integrity on their end.
Secondly, when I brought my car back into the dealership after the issue occurred, I was reassured that it would be fixed, with no cost to me. Again, they did not say diagnose my car at no cost, so I reject that statement as inaccurate. After that, I was told by the same service manager as well as the finance director at McGrath Acura to take my car to a Jeep Dealership, where they could properly diagnose my vehicle and fix it. They told me to bring it to a Jeep dealership because they had no knowledge on how to diagnose or repair my vehicle. They couldn't even figure out how to turn off the oil change light after they had changed my oil during the same time as the electrical issue. I was told from that point once I know the cost of the repair and pay to have my vehicle fixed, to contact them and they would refund my expenses; so that is why I had my car repaired elsewhere. Time and time again they have lied to me and deceived me throughout this entire process and their story keeps changing every time I contact them.
Sincerely,
[redacted]
Hi Ms. [redacted]
I just got off the phone with our GM, [redacted]. He said that he contacted you, reviewed your concern and is issuing you $600 for the repair. I will assure that a check request is created today, you should receive your check by the middle of next week.
Again, my apologies for any miscommunications on our part. If I can assist you further please feel free to contact me.
[redacted]
Initial Business Response /* (1000, 5, 2015/09/02) */
Contact Name and Title: [redacted] CFO
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@mcgrathag.com
Here is some additional information to clarify the clients description above, and details of the certification process...
completed.
The certified inspection was completed on 6/24/15 by a technician that has been with Acura for over 12 years. The 182 point inspection on this vehicle, as with the inspections we do on all certified vehicles, was 100% completed. Per the Acura Cert. Checklist that was signed by the technician, salesperson, and client, it indicates the Certified Program Standards include: Perform all maintenance, top off fluids, all tires must match, windshields in good condition, and "Scratches greater than 4 inches, dings/dents that cannot be covered with a dime and/or damage that penetrates to the base metal must be repaired". A certified vehicle is a used car that follows Acura's inspection to give it a longer warranty coverage in addition to the original warranty. It is still a used vehicle and most have some imperfections. In talking with our general manager, service manager, and salesperson, the communication with the client after the paint was inspected indicated that the client could explore a claim with Acura to have them repair the vehicle. There would be nothing [redacted] agreed to "fix" at that time. The client then entered the office to complete the vehicle paperwork. Based on our information, disclosed to the client at time of sale, there is nothing that indicates the vehicle was in an accident or had any repair work. The carfax indicates a clean title and states the vehicle is accident free. Based on this they advised the client to check with an Acura dealer factory rep when he returned to [redacted]
This inspection also includes test driving the vehicle. I don't know what speeds the client experienced the rotor pulsation, but there was none noted at time of inspection. In fact both brakes and rotors measured well above the cert. requirements (Brakes: 8mm, Rotors 28mm). Rotor warp can easily occur within a short amount of time. Especially during mountain driving or at highway speeds.
I have seen the pictures of the cracked mirror lens. I would say that both the technician and client missed this prior to delivery. Small cracks like that could be easy to overlook, especially where the crack was located.
Lastly the delaminated rear light housing. This should be a covered component under Acuras standard warranty.
Unfortunately the client did not go through an Acura dealership close to his home OR contact us prior to most of this work. We would have advised him to not pay for brakes or the taillight lens before a certified Acura technician could inspect them.
The vehicle was sold 6/27/15. The first correspondence from the client was a text to the salesperson on 8/5/15 explaining he has an issue with the brakes. The month+ between sale and 8/5/15 could be the cause of the brake issues due to highway driving between IL and [redacted] plus the mountain driving in [redacted]
To assist with the overall issues the client has experienced, we would offer $300.00 as a goodwill gesture to the client. We strive to deliver a positive car buying experience to all clients and I apologize to Mr [redacted] for the issues he is having.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted], Thank you for the thorough and well researched response. The $300 goodwill gesture will cover very roughly half of the costs that I have incurred, and I think this is a fair settlement. In addition to this response to the Revdex.com, I will update my online reviews of your dealership as well to indicate my satisfaction.
To your point in paragraph 4 that I did not contact a dealership prior to repairs, this is not correct. While not previously discussed with [redacted] or [redacted] I had taken the car in to Flatirons Acura in [redacted] on July 29th. This was the earliest I was able to take the car into a dealership after purchase as I travel nearly 80% of the time for my job and the dealership is 30 miles from my house. At [redacted] I received written estimates for all repairs prior to doing any work, and was informed that warranty coverage did not apply. They instead directed me to Acura Customer care, where I spoke with Supervisor [redacted] told me that there was nothing that Acura could or would do in this circumstance because a "'Certified pre-owned Acura' is not certified by Acura" and dealerships are independent business from Acura that do the certifications. He informed me that Bob Sisk would be contacting me and when I did not hear from [redacted], I then texted [redacted] on 8/5 to see if he could assist.
Regards,
[redacted]@yahoo.com
XXX-XXX-XXXX
Dear Ms. [redacted]
I have reviewed your concern with our GM and Service director. It's unfortunate you experienced an issue a few weeks after purchasing. Our service director did confirm that they offered to inspect the vehicle/diagnose the concern free of charge, I apologize if...
there was confusion regarding the repair being completed free of charge. It sounds like you took the vehicle to a Jeep dealer for further inspection and they informed you the vehicle is past the manufacturers warranty. Our records indicate that you declined an extended warranty from McGrath. We would have been open to the opportunity to work with you on repairing your electrical concern at our dealership, unfortunately we don't feel we should be held accountable for paying another shop's repairs. Thank you,
[redacted]