Open Road Acura of East Brunswick

Upon looking into this complaint I learned that the sales order clearly stated we are “making remaining six payments to BMWFS total $2700”We never agreed to take the car as a trade in, which cannot be done on a leased vehicleThe $check was sent and cashed by BMWFS /> The customer was provided a “we owe “ form for three oil changes on May 28thIt is documented in our computer system and it will be honored The [redacted] were billed for lease end charges by BMWFS as noted on the excess wear and tear reportWe have no control of those charges as they come directly from the manufacturer and not Open RoadAccordingly the customer is not owed any additional money We pride ourselves on good customer service and regret any bad feelings that occured during the sales processI invite the [redacted] to deal directly with our general manager [redacted] in the future Kind regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I don’t understand why the response is circling around the contractMy complaint is not about any error in the contract itselfMy complaint is about the sales process before the contract was even written I had an internet offer ( [redacted] ’ price promise) from another dealer in this areaWhile I submitted my information on [redacted] I also requested a quote from Open Road since they were closer to meI did not get any internet quote from them but got an e-mail and three calls, one immediately after I requested information on Friday and two on Saturday morning telling me to come visit themSo I thought to check them out first also because they were closest to my homeWhile we went there and requested a test drive we were given a test drive on MDX AWD with technology package although we requested on a base model of MDX AWD telling that they are same except the technology portion of it While we were negotiating the price and it did not go even close to the offer I already had we were about to walk out but sales person asked what was my price and I gave the price from the offer I already hadI was told that it was impossible so I showed the [redacted] price promise coupon I hadShe told that she will check with her manager if they can match that price but if they matched the price I have to make the purchase that same dayShe came back and told us that they will match the price but there is fine print on the coupon I had so they will add destination charge of $on top of that priceShe kept the coupon with her so I could not verify what the fine print readAlso as told before since we did not test drive the model I wanted we did not have an opportunity to see the window sticker during test driveWhile we finally saw the car we were going to purchase the window sticker was already removed so we did not again see the window sticker thenEven while removed the sales person did not bother us to show the window sticker but slipped in into the paperworkSo we essentially trusted them that the price I had did not include destination and could not verify this before signing the contract But it turned out to be a big lie since after we already made the purchase and I saw my coupon (which I presented to them) in my e-mail again, I realized that the fine print did not tell anything about the extra destination chargeIt in fact said that there may be even extra discounts available from manufacturerIt only excluded taxes, registration etcMoreover my coupon clearly read $45185-$= $as my priceAs per the window sticker of the car I purchased it read MSRP $including destinationSo they essentially lied that the price I had did not include destination charges and took away the opportunity from me to verify that they really matched the price I hadI had done some research before but I could not remember all prices on top of my headMoreover they put pressure on us to purchase the car the same day since they matched the price but in reality they did not match the price and charged $extraThat’s why we signed the contract since we were not aware that they lied and we are being cheatedThey kept facts hidden and made best attempt to keep them hidden not being transparent while conducting the sale to tap that extra money from usI can completely appreciate if they could not have matched the price since all dealers cannot give same price on same makes and models but then they should have honestly told us that our price was unbeatable by them and we could have purchased the same car we did for almost thousand dollars less from [redacted] which gave us the [redacted] price promise pricingBut instead they cheated us by means of using lies, playing games and hiding factsThey did not earn our business but they stole our business and also stole my opportunity to buy the same car from elsewhere for almost thousand dollars less Now their response to my initial complaint also indicates that they don’t care about the core standards of Revdex.com since although they were not transparent, broke our trust and did not honor their promise of price match they are not making any good faith effort to understand the whole concern I haveThey are circling around the contract which is not my complaintI would request the Revdex.com arbitrator to look carefully in this entire sequence of events and understand that they broke our trust by using lies instead of truth for price matching and played games so that we could not have caught their lie before we signed the contractThey are responding to my complaint on Revdex.com by telling the same contract story which they told me when I called them directly and explained the above sequence of eventsWhy get Revdex.com accreditation if they don’t want to abide by Revdex.com’s standardsMy experience with them now is that Open Road Acura don’t have any moral or ethics value Finally I will like to convey them this message that if they don’t resolve this issue here they will lose a service customer for sure, but I will also post detailed review on [redacted] which was the medium by which I contacted them first [redacted] is reviewed by thousands of potential car buyers in the area and they will at least not fall into traps I did if they read the reviewsBesides I will also post reviews on other major automotive related websitesI am also putting the portion of down payment I made by credit card on disputeThey still have a choice how they want to handle this situation Regards, [redacted] ***

As per our phone conversation few minutes ago, Open... Road Acura of East Brunswick has agreed to write us a check for $321.15 to cover our damages and thus our complaint has been resolved. .

Complaint: ***
I am rejecting this response because:
When I came into the dealership, I came to LOOK INTO the possibilities of getting out of my BMW, no intention on purchasing a car. I was clear about that to *** ***, VERY CLEAR. I had already been offered a deal at BMW and came to see if the offer could be beat by Acura. When he told me he could get out of my BMW with no money down and only an additional extra per month, and into the new Acura, I became more serious about trading my BMW in. I had never had a bad experience with ACURA in my previous purchasesI was under the impression that everything he offered me would resolve the BMW matter. never did I imagine that he would be just driving my car back to the dealership and leaving them with the set of keys. I HAVE NEVER PURCHASED A CAR THAT WAY - I couldve driven the car back on my own, had I been clear on what he was saying to me during our discussion. I have leased and purchased MANY cars and have never been left with the any extra bills from the car I was turning in. I would HAVE NEVER ACCEPTED THAT OFFER HAD I KNOWN, it would have had to be worth it for me to get out of my BMWAGAIN, I HAD AN OFFER ALREADY MADE WITH BMWThe salesman talked in circles and made me feel like he was getting me out of my former car. I thought Acura would be selling the car, not driving it back to BMW, I couldve done thatI came in without my husband to look and feel like I got duped on a deal. Which is why they offered the oil changes - because none of it was handled appropriately - including being hung up on and not receiving returned phone calls by the salesman or the GMI have left a message for MrPalumbo and I'm still waiting for the call back. The salesman did not tell me before I signed anything that I would have any additional costs with BMW. Ive never had them, and didn't know that that was a question I needed to ask. I was under the impression that when he said they were paying it off, that that is exactly what they would be doing - not leaving me with a bill. AND the oil changes were honored after my husband came in to discuss why the sales manager hung up in my face. The bottom line is Acura has lost my business after this and I will never purchase from them again. It was the third car purchased from that dealership and no oil change can make up for how I was treated and misinformed.
DUPED by this dealership, lesson learned and trust it won't happen again
Regards,
*** *** *** ***

BUYER BEWARE!!!!!
THEY SELL LEMONS, AND THEIR SERVICE DEPARTMENT DOES NOT INSPECT THE VEHICLES, NOR DO THEY DO THE INSPECTIONS THAT THEY SAY THEY HAVE!!!!!
In November 2014, I found an ebay ad for a TL SH, Certified Pre-Owned The car looked good in pictures I drove hours to East Brunswick to test drive the car Upon arriving at the dealership, I test drove the car with the salesman, *** He offered me an insulting trade quote of about $4,less than what my car was worth I purchased a 3rd party warranty, up to 100,miles Make sure that you read over their contract! They have permanently worked into the sales agreement, a $"DEALER WASH AND DETAIL" section I told the salesman that I would rather do the detail myself, as I would NEVER pay a dealer to "clean" a car for me at that rate Also, they did not fill my car with fuel, but left it at a 1/tank!! I have NEVER purchased a car that wasn't full of gas! As I drove the car home, I noticed that the front passenger side speaker was blown On Day of owning the car, I noticed a rattling noise coming from underneath the car, which sounded like it came from the exhaust On Day 4, I reported the noise to the salesman, ***In January 2015, the speaker was fixed under warranty by the dealer near meIn February 2015, I brought the car into the dealer near me for a check engine light, the rattle noise, and an oil change The dealer said that there was a low oil level, but they did not know why the vehicle was losing oil, and they wanted to do an oil consumption test I notified the General Manager, ***, of Open Road Acura East Brunswick of all these issues, and we kept contact of all issues From the start, he wanted me to bring the vehicle down to NJ in order for Open Road Acura Service deptto do the repairs I told *** that I was not happy with all of the issues with the vehicle that I bought from them, and I found it hard to believe that a Certified Pre-Owned inspection had been done by his dealership He told me that "mistakes happen We are human, right?" It is completely unacceptable for a dealership to overlook the areas that are a part of the 150-point CPO inspection!!
In March 2015, after not getting any help from the dealer near me to fix my car, I agreed to have Open Road Acura repair my car I traveled hours, miles one-way, and paid $in tolls to get there A few days later, Service Manager *** told me that they had fixed the rattling noise in my car He said that the Tech found the rattle noise coming from the catalytic converter heat shield being rusted The tech "re-clamped" the cat heat shield and (allegedly) performed a complimentary multi-point inspection The day after I picked the vehicle up, I heard the catalytic converter noise, once again I recorded a video of the noise and sent it to *** *** wanted me to come back to the dealership ONCE AGAIN, in order for them to fix it **Also, they NEVER mentioned anything about the oil level being low**, but they did top off all fluids (allegedly) I refused to make the long drive out to them again and told him that I should have the vehicle repaired at MY convenience, at the Acura dealer that I chose He agreed to pick up any out-of-pocket costs from the Acura dealerIn April 2015, I brought my car to the Acura dealer near me for the final attempt to have it repaired They confirmed the rattle noise coming from the lower heat shields needed to be replaced After they said the car was ready, I picked up the car, took it for a drive and STILL found the rattle noise!! **AGAIN, this dealer didn't mention the low oil level**
After not having my vehicle fixed, I notified Open Road GM, *** He wanted me to bring the car back to their dealer I brought my car to my personal ASE certified mechanic He found an oil leak from the oil pressure switch, the rattle noise coming from the catalytic converter, and a broken catalytic hangerI can confidently say that I will NEVER buy another Honda/Acura product Do yourself a favor: DO NOT BUY FROM THIS DEALER, or ANY ACURA DEALER!!!!

I looked in to the claim again and have to stay with my original responseThe fees are all itemized on the buyers order and the customer signs once they agree to the terms of the contractMr *** could have rejected the deal if he was unhappy with termsI unfortunately cannot meet his desired settlement

As per our phone conversation few minutes ago, Open...

Road Acura of East Brunswick has agreed to write us a check for $321.15 to cover our damages and thus our complaint has been resolved. 
.

Upon looking into this complaint I learned that the sales order clearly stated we are “making remaining six payments to BMWFS total $2700”. We never agreed to take the car as a trade in, which cannot be done on a leased vehicle. The $2700 check was sent and cashed by BMWFS.
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The customer was provided a “we owe “ form for three oil changes on May 28th. It is documented in our computer system and it will be honored.
 The [redacted] were billed for lease end charges by BMWFS as noted on the excess wear and tear report. We have no control of those charges as they come directly from the manufacturer and not Open Road. Accordingly the customer is not owed any additional money.
We pride ourselves on good customer service and regret any bad feelings that occured during the sales process. I invite the [redacted] to deal directly with our general manager
[redacted] in the future.
Kind regards,
[redacted]

After speaking to the General Manager of Acura East Brunswick I learned that Ms [redacted] came to us with the intent to hopefully repair the tire.After further investigation we found a puncture in the sidewall that is notrepairable. We advised her and she agreed to pay for a new tire....

We dostill currently have the tire here if anyone would like to come and see thepuncture in the sidewall. Replacing the tire was necessary.The verbiage on the work order should have been changed once a diagnosis wasperformed. This was explained to the customer as well when the active deliverywas performed. I apologize for any confusion.Kind regards,

Complaint: [redacted]
I am rejecting this response because:
I don’t understand why the response is circling around the contract. My complaint is not about any error in the contract itself. My complaint is about the sales process before the contract was even written.
I had an internet offer ([redacted]’ price promise) from another dealer in this area. While I submitted my information on [redacted] I also requested a quote from Open Road since they were closer to me. I did not get any internet quote from them but got an e-mail and three calls, one immediately after I requested information on Friday and two on Saturday morning telling me to come visit them. So I thought to check them out first also because they were closest to my home. While we went there and requested a test drive we were given a test drive on MDX AWD with technology package although we requested on a base model of MDX AWD telling that they are same except the technology portion of it.
While we were negotiating the price and it did not go even close to the offer I already had we were about to walk out but sales person asked what was my price and I gave the price from the offer I already had. I was told that it was impossible so I showed the [redacted] price promise coupon I had. She told that she will check with her manager if they can match that price but if they matched the price I have to make the purchase that same day. She came back and told us that they will match the price but there is fine print on the coupon I had so they will add destination charge of $895 on top of that price. She kept the coupon with her so I could not verify what the fine print read. Also as told before since we did not test drive the model I wanted we did not have an opportunity to see the window sticker during test drive. While we finally saw the car we were going to purchase the window sticker was already removed so we did not again see the window sticker then. Even while removed the sales person did not bother us to show the window sticker but slipped in into the paperwork. So we essentially trusted them that the price I had did not include destination and could not verify this before signing the contract.
But it turned out to be a big lie since after we already made the purchase and I saw my coupon (which I presented to them) in my e-mail again, I realized that the fine print did not tell anything about the extra destination charge. It in fact said that there may be even extra discounts available from manufacturer. It only excluded taxes, registration etc. Moreover my coupon clearly read $45185-$3274 = $41911 as my price. As per the window sticker of the car I purchased it read MSRP $45185 including destination. So they essentially lied that the price I had did not include destination charges and took away the opportunity from me to verify that they really matched the price I had. I had done some research before but I could not remember all prices on top of my head. Moreover they put pressure on us to purchase the car the same day since they matched the price but in reality they did not match the price and charged $895 extra. That’s why we signed the contract since we were not aware that they lied and we are being cheated. They kept facts hidden and made best attempt to keep them hidden not being transparent while conducting the sale to tap that extra money from us. I can completely appreciate if they could not have matched the price since all dealers cannot give same price on same makes and models but then they should have honestly told us that our price was unbeatable by them and we could have purchased the same car we did for almost thousand dollars less from [redacted] which gave us the [redacted] price promise pricing. But instead they cheated us by means of using lies, playing games and hiding facts. They did not earn our business but they stole our business and also stole my opportunity to buy the same car from elsewhere for almost thousand dollars less.
Now their response to my initial complaint also indicates that they don’t care about the core standards of Revdex.com since although they were not transparent, broke our trust and did not honor their promise of price match they are not making any good faith effort to understand the whole concern I have. They are circling around the contract which is not my complaint. I would request the Revdex.com arbitrator to look carefully in this entire sequence of events and understand that they broke our trust by using lies instead of truth for price matching and played games so that we could not have caught their lie before we signed the contract. They are responding to my complaint on Revdex.com by telling the same contract story which they told me when I called them directly and explained the above sequence of events. Why get Revdex.com accreditation if they don’t want to abide by Revdex.com’s standards. My experience with them now is that Open Road Acura don’t have any moral or ethics value.
Finally I will like to convey them this message that if they don’t resolve this issue here they will lose a service customer for sure, but I will also post detailed review on [redacted] which was the medium by which I contacted them first. [redacted] is reviewed by thousands of potential car buyers in the area and they will at least not fall into traps I did if they read the reviews. Besides I will also post reviews on other major automotive related websites. I am also putting the portion of down payment I made by credit card on dispute. They still have a choice how they want to handle this situation.
Regards,
[redacted]

[redacted], General Manager of Acura East Brunswick, spoke to Mr [redacted]. He is bringing in his vehicle on Mondayand will receive a loaner car. We are replacing the wheel locks as a coutesy and gesture of good will. [redacted] is investigating the breakdown in the communication that occured and will...

correct it. We are working with him to resolve the issues. We are following the protocol set by the manufacturer regarding the recall and appreciate Mr [redacted]'s understanding.Sincerely,
[redacted]

My apologies for the delay in response but due to summer vacations it has slowed the process a bit. Our fees are clearly located on the contracts and explained before the customer signs. Upon reviewing the file, it is apparent that all paper work in is in tact reflecting the customer understood...

the terms of the price and charges. We follow the regulations placed upon us by the state and promise to refund any motor vehicle fees that were over charged. This normally occurs within 30 days after we receive the registration and plates from the state.
Sincerely,
[redacted]

Review: I had done lot of research online and had some internet pricing from multiple dealerships on two different trims of new Acura MDX. From one of my quote requests online I got a call from Open Road Acura. I asked the person if they can provide an internet pricing. She told me that since it was month end I will get better deals by stopping in. I went to Open Road Acura on June 28th with my wife. One reason we selected to go to Open Road first although we had internet pricing from other dealers was that it was the nearest Acura dealer to me and it would be easier to get vehicle servicing there. While we dealt with the sales consultant and it came to pricing we did not get very good pricing. We just thought to show an internet pricing we had from another dealer before taking off. The sales consultant said that she can check if they can match the price but my wife had to initial on a piece of paper that we have to purchase the vehicle that same day if they match. After she contacted her manager she told that they will match the price. So we went ahead with the purchase. They said that the price quote I had did not include destination. They kept the price coupon I had, so I could not see that the same day. However while I reviewed that coupon again in my e-mail and verified all my paperwork from Open Road Acura after few days, I found that my coupon clearly listed MRSP $45185 and my price $41911. The sticker price of the car we purchased also had same MSRP including destination. My paperwork from Open Road listed the price $41911 as a match but they added destination charge of $895. So I ended up paying $895 more although they promised a price match. If they could not have matched the price and had said so we would have walked away happily. But they promised to match the price and then overcharged.Besides they charged $95 for washing and detailing. I have never seen a charge for a new vehicle from my previous vehicle purchases. Also their documentary fees was higher than most dealer quotes I had.Desired Settlement: Since they charged $895 extra after promising price match and also they have a $95 washing charge which is unusual in the industry, I request refund of $895 + $95 and sales tax @ 7% that I paid on these amounts. I also paid more documentary fees and paid for add on for security guard but I understand that documentary fees could be different for dealers and I will bear this loss along with the price of security guard. Also refund the excess MVC charges at the earliest.

Business

Response:

My apologies for the delay in response but due to summer vacations it has slowed the process a bit. Our fees are clearly located on the contracts and explained before the customer signs. Upon reviewing the file, it is apparent that all paper work in is in tact reflecting the customer understood the terms of the price and charges. We follow the regulations placed upon us by the state and promise to refund any motor vehicle fees that were over charged. This normally occurs within 30 days after we receive the registration and plates from the state.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I don’t understand why the response is circling around the contract. My complaint is not about any error in the contract itself. My complaint is about the sales process before the contract was even written.

I had an internet offer ([redacted]’ price promise) from another dealer in this area. While I submitted my information on [redacted] I also requested a quote from Open Road since they were closer to me. I did not get any internet quote from them but got an e-mail and three calls, one immediately after I requested information on Friday and two on Saturday morning telling me to come visit them. So I thought to check them out first also because they were closest to my home. While we went there and requested a test drive we were given a test drive on MDX AWD with technology package although we requested on a base model of MDX AWD telling that they are same except the technology portion of it.

While we were negotiating the price and it did not go even close to the offer I already had we were about to walk out but sales person asked what was my price and I gave the price from the offer I already had. I was told that it was impossible so I showed the [redacted] price promise coupon I had. She told that she will check with her manager if they can match that price but if they matched the price I have to make the purchase that same day. She came back and told us that they will match the price but there is fine print on the coupon I had so they will add destination charge of $895 on top of that price. She kept the coupon with her so I could not verify what the fine print read. Also as told before since we did not test drive the model I wanted we did not have an opportunity to see the window sticker during test drive. While we finally saw the car we were going to purchase the window sticker was already removed so we did not again see the window sticker then. Even while removed the sales person did not bother us to show the window sticker but slipped in into the paperwork. So we essentially trusted them that the price I had did not include destination and could not verify this before signing the contract.

But it turned out to be a big lie since after we already made the purchase and I saw my coupon (which I presented to them) in my e-mail again, I realized that the fine print did not tell anything about the extra destination charge. It in fact said that there may be even extra discounts available from manufacturer. It only excluded taxes, registration etc. Moreover my coupon clearly read $45185-$3274 = $41911 as my price. As per the window sticker of the car I purchased it read MSRP $45185 including destination. So they essentially lied that the price I had did not include destination charges and took away the opportunity from me to verify that they really matched the price I had. I had done some research before but I could not remember all prices on top of my head. Moreover they put pressure on us to purchase the car the same day since they matched the price but in reality they did not match the price and charged $895 extra. That’s why we signed the contract since we were not aware that they lied and we are being cheated. They kept facts hidden and made best attempt to keep them hidden not being transparent while conducting the sale to tap that extra money from us. I can completely appreciate if they could not have matched the price since all dealers cannot give same price on same makes and models but then they should have honestly told us that our price was unbeatable by them and we could have purchased the same car we did for almost thousand dollars less from [redacted] which gave us the [redacted] price promise pricing. But instead they cheated us by means of using lies, playing games and hiding facts. They did not earn our business but they stole our business and also stole my opportunity to buy the same car from elsewhere for almost thousand dollars less.

Now their response to my initial complaint also indicates that they don’t care about the core standards of Revdex.com since although they were not transparent, broke our trust and did not honor their promise of price match they are not making any good faith effort to understand the whole concern I have. They are circling around the contract which is not my complaint. I would request the Revdex.com arbitrator to look carefully in this entire sequence of events and understand that they broke our trust by using lies instead of truth for price matching and played games so that we could not have caught their lie before we signed the contract. They are responding to my complaint on Revdex.com by telling the same contract story which they told me when I called them directly and explained the above sequence of events. Why get Revdex.com accreditation if they don’t want to abide by Revdex.com’s standards. My experience with them now is that Open Road Acura don’t have any moral or ethics value.

Finally I will like to convey them this message that if they don’t resolve this issue here they will lose a service customer for sure, but I will also post detailed review on [redacted] which was the medium by which I contacted them first. [redacted] is reviewed by thousands of potential car buyers in the area and they will at least not fall into traps I did if they read the reviews. Besides I will also post reviews on other major automotive related websites. I am also putting the portion of down payment I made by credit card on dispute. They still have a choice how they want to handle this situation.

Regards,

Business

Response:

I looked in to the claim again and have to stay with my original response. The fees are all itemized on the buyers order and the customer signs once they agree to the terms of the contract. Mr [redacted] could have rejected the deal if he was unhappy with terms. I unfortunately cannot meet his desired settlement.

Review: In May of 2014, I gave my [redacted] MDX with VIN number [redacted]. My vehicle service contract was going to expire on 05/31/2014. The issue was that the navigation wasn't working. The dealership took the car and gave it to [redacted] to fix the issue. When the navigation unit came back from [redacted] after approx. 3-4 weeks, Open Road acura found that the navigation wasn't working correctly and sent it back to [redacted]. Fortunately, since I had given the car before the expiration of the vehicle service contract, [redacted] did honor the warranty and took the navigation back for repairs. In July I did receive my car with the navigation fixed (approx. 8 weeks after the initial incident). I picked up my car late in the evening and while picking up the car, I asked the service consultant [redacted] that what if the repairs were good today but something didn't work. How much warranty do I have on the repair. I was told that as long as the issue is within reasonable time, they would contact [redacted] and see if they approve fixes.

In a few days I found out that there were two additional issues in my car. Firstly, my Bluetooth and voice commands stopped working and secondly, the CD player kept rotating. I called open road acura but was told that new OS versions of the [redacted] were giving issue with the bluetooth and probably not pairing and the CD player had nothing to do with the navigation repair that they performed. I understand that all the systems in the car are connected and it wouldn't be a co-incidence that the issues started happening immediately after the repairs were done.

[redacted] as I understand no longer works with the dealership.Desired Settlement: I would like either Open road Acura of east Brunswick or [redacted] to fix the two issues that I am having in the car. The two issues are making my experience with driving a luxury car very uncomfortable and definitely don't feel like I am driving a luxury car.

Business

Response:

I ask that the customer contact [redacted], Service Manager of Acura East Brunswick, to arrange an appointment and allow us to diagnose the problem correctly. It is our intention to resolve the issue at hand.Sincerely,[redacted]

BUYER BEWARE!!!!!
THEY SELL LEMONS, AND THEIR SERVICE DEPARTMENT DOES NOT INSPECT THE VEHICLES, NOR DO THEY DO THE INSPECTIONS THAT THEY SAY THEY HAVE!!!!!
In November 2014, I found an ebay ad for a 2009 TL SH, Certified Pre-Owned. The car looked good in pictures. I drove 2.5 hours to East Brunswick to test drive the car. Upon arriving at the dealership, I test drove the car with the salesman, [redacted]. He offered me an insulting trade quote of about $4,000 less than what my car was worth. I purchased a 3rd party warranty, up to 100,000 miles. Make sure that you read over their contract! They have permanently worked into the sales agreement, a $95 "DEALER WASH AND DETAIL" section. I told the salesman that I would rather do the detail myself, as I would NEVER pay a dealer to "clean" a car for me at that rate. Also, they did not fill my car with fuel, but left it at a 1/2 tank!! I have NEVER purchased a car that wasn't full of gas! As I drove the car home, I noticed that the front passenger side speaker was blown. On Day 2 of owning the car, I noticed a rattling noise coming from underneath the car, which sounded like it came from the exhaust. On Day 4, I reported the noise to the salesman, [redacted].
In January 2015, the speaker was fixed under warranty by the dealer near me.
In February 2015, I brought the car into the dealer near me for a check engine light, the rattle noise, and an oil change. The dealer said that there was a low oil level, but they did not know why the vehicle was losing oil, and they wanted to do an oil consumption test. I notified the General Manager, [redacted], of Open Road Acura East Brunswick of all these issues, and we kept contact of all issues. From the start, he wanted me to bring the vehicle down to NJ in order for Open Road Acura Service dept. to do the repairs. I told [redacted] that I was not happy with all of the issues with the vehicle that I bought from them, and I found it hard to believe that a Certified Pre-Owned inspection had been done by his dealership. He told me that "mistakes happen. We are human, right?". It is completely unacceptable for a dealership to overlook the areas that are a part of the 150-point CPO inspection!!
In March 2015, after not getting any help from the dealer near me to fix my car, I agreed to have Open Road Acura repair my car. I traveled 2.5 hours, 100 miles one-way, and paid $20 in tolls to get there. A few days later, Service Manager [redacted] told me that they had fixed the rattling noise in my car. He said that the Tech found the rattle noise coming from the catalytic converter heat shield being rusted. The tech "re-clamped" the cat heat shield and (allegedly) performed a complimentary multi-point inspection. The day after I picked the vehicle up, I heard the catalytic converter noise, once again. I recorded a video of the noise and sent it to [redacted]. [redacted] wanted me to come back to the dealership ONCE AGAIN, in order for them to fix it. **Also, they NEVER mentioned anything about the oil level being low**, but they did top off all fluids (allegedly). I refused to make the long drive out to them again and told him that I should have the vehicle repaired at MY convenience, at the Acura dealer that I chose. He agreed to pick up any out-of-pocket costs from the Acura dealer.
In April 2015, I brought my car to the Acura dealer near me for the final attempt to have it repaired. They confirmed the rattle noise coming from the lower heat shields needed to be replaced. After they said the car was ready, I picked up the car, took it for a drive and STILL found the rattle noise!! **AGAIN, this dealer didn't mention the low oil level**
After not having my vehicle fixed, I notified Open Road GM, [redacted]. He wanted me to bring the car back to their dealer. I brought my car to my personal ASE certified mechanic. He found an oil leak from the oil pressure switch, the rattle noise coming from the catalytic converter, and a broken catalytic hanger.
I can confidently say that I will NEVER buy another Honda/Acura product. Do yourself a favor: DO NOT BUY FROM THIS DEALER, or ANY ACURA DEALER!!!!

Review: I had taken my MDX for standard oil change at Acura Open Road (East Brunswick) dealership on 2/26/2015. After oil change when we brought the car home we noted that there was a big (one foot long) scratch on the passenger side (left side of the vehicle). Even paint was taken out and one can see the steel of the body. We called and went back to dealership. We were being told by [redacted] (service consultant) that it does look like a scratch but he can't do anything about it since his Service Manager ([redacted]) was gone for the day.

Next day [redacted] called back and without even seeing the car he told me that it was not done at the dealership. When I demanded to see the video tape I was being asked to come back in few days as tapes are with outside security company as they do have video camera to capture car's in and out of garage. I received a call on Tuesday (3/3/2015) that video tapes are in.

When I went to view the tape on Saturday (3/7/2015) I was told by [redacted] that there are no tapes. Security Company didn't had tape to show for the car going into or out of garage. He further stated that video camera only captures activity of route 18 into the dealership. When I point out the camera that hanging outside of garage [redacted] informed me that camera doesn't work.

I complained to General Manager of this Dealership on 3/20/2015. However, it was in vein. He stated the same story. As a matter of fact he replied back by saying his valet attendant, his repair technician (who had actually performed the oil change) and car detailing attendant (one who had washed my car after service) all have informed him (after 3 weeks since the incident originally took place) that my car had a scratch when it was brought in. However, no one from dealership had mentioned this to us while the car being services there on 2/26/2015.Desired Settlement: In nutshell, I was told that dealership will split the cost of the repair but they won't pay full price for the damage. I ended up taking the car back to dealership on 3/13/2015 where [redacted] had called one of their collusion body shop consultant to take a look at my car. They estimated the repair cost of $600 of which I will pay $300 and dealership will pay $300. I picked up my car back on 3/19/2015, after paying $321. 15.

I would appreciate if you can reach out to them and help us recover our portion of the damage paid i.e. $321.15. I would like add here is that I have taken 5 different trips to this dealership since our oil change on 2/26 to have this issue resolved. Out of a good gesture, if dealership can also add in additional funds of about $150 to recover our trip cost/time and aggravation that would be appreciated.

Consumer

Response:

As per our phone conversation few minutes ago, Open Road Acura of East Brunswick has agreed to write us a check for $321.15 to cover our damages and thus our complaint has been resolved.

Review: Arrived at dealership due to a tire repair on July 3, 2015. The service advisor Richard informed me that the tire is not repairable. Therefore, I agreed to purchase a brand new tire. However, upon checkout, the repair invoice has a notation that was typed by the service technician. It states the following "the tire has been punctured due to outside influence, but is repairable, installed tire plug. When I approached the service advisor he mumbled that he only charged me $29.95 for the tire rotation.Desired Settlement: Based on the fraudulent representations by the merchant, I should not be responsible for the new tire cost of $201.18. In fact, if I went by the proof on the service invoice, I would have simply repaired the tire, as it only had 9,000 miles on it.

Business

Response:

After speaking to the General Manager of Acura East Brunswick I learned that Ms [redacted] came to us with the intent to hopefully repair the tire.After further investigation we found a puncture in the sidewall that is notrepairable. We advised her and she agreed to pay for a new tire. We dostill currently have the tire here if anyone would like to come and see thepuncture in the sidewall. Replacing the tire was necessary.The verbiage on the work order should have been changed once a diagnosis wasperformed. This was explained to the customer as well when the active deliverywas performed. I apologize for any confusion.Kind regards,

Consumer

Response:

I am rejecting this response because:Please allow me to correct some of the information provided by the merchant:1.) Going to inspect the tire almost one week after the fact is a complete joke, I can be shown any "old" tire in the shop. In fact, why wasn't I offered the opportunity to inspect the tire after I questioned it.2.) The only thing ever explained to me was you have to buy a new tire, as mentioned in item #1, since, I questioned it, why was I not given the chance to view the aforementioned tire.3.) the idea that the verbiage had to deleted on the work order after the fact is a complete joke. Why print information on a work order and delete it after the fact.4.) Why when the service advisor was questioned about the invoice, his only mumble was that he gave me a $5 discount.

Business

Response:

I invite Ms. [redacted] back to the dealership to meet with Scott General Manager of Open Road Acura of East Brunswick or to call him directly for an explanation of the situation. It was believed that the explanation given at the time of pick up was understood and accepted. Scott has investigated this with the service department and wants to make sure Ms. [redacted] is satisfied.

Review: Went in only to look at car in Feb. Had no intentions of purchasing that day. Salesman told me he could get me out of my BMW that day and into a brand new Acura. My lease was ending in six months so he worded the deal in such a way where I thought if he paid the six months off, the car would be traded in and I would be free and clear of the old car and into the new. Turns out, he simply dropped the car of to my former dealer paid the six months but DID not get me out of the car. Acura left me with a bill with my former dealer. have never worked out a car situation that would leave me paying for the car after a trade in. I was totally blindsided by my transaction with salesman. Turns out he didn't trade it in, he dropped it off to BMW. I didn't find that out until a month later. I complained all to have the sales persons hanging up in my face on several occasions. I was charged for a key that they say they never found, but ending up finding it. No apologies, just said "dont worry about where we found it, we did". For that I was offered 3 free oil changes, but havent received paperwork for any. They called BMW and 157.00 was taken off for the overage in miles of a 1800 bill, but again I was still left with the bill. I was never told that I couldve taken the car back on my own, never told that I was not trading the car in. I feel hustled and lied to and very upset that every time I make a call the sales manager does not return calls and hangs up in my face as soon as he finds out who I am. They are rude and disrespectful. I have purchased 3 cars from this dealership and and have never been treated this way. EVER! That is the reason I came back. I gave up my BMW and its quality service to come to a place that has treated me horribly. I will never purchase another car from them and will steer my friends from it as well. I am an accomplished writer and tv producer and I don't have time to chasing for the things they said they would take care of.Desired Settlement: I would like to receive car services like they said they would do.

I would like a letter of apology for the disrespect and hanging up in my face

I would like the remaining balance of my former car I thought I was trading in to be paid in full.

Business

Response:

Upon looking into this complaint I learned that the sales order clearly stated we are “making remaining six payments to BMWFS total $2700”. We never agreed to take the car as a trade in, which cannot be done on a leased vehicle. The $2700 check was sent and cashed by BMWFS.

The customer was provided a “we owe “ form for three oil changes on May 28th. It is documented in our computer system and it will be honored.

The [redacted] were billed for lease end charges by BMWFS as noted on the excess wear and tear report. We have no control of those charges as they come directly from the manufacturer and not Open Road. Accordingly the customer is not owed any additional money.

We pride ourselves on good customer service and regret any bad feelings that occured during the sales process. I invite the [redacted] to deal directly with our general manager

[redacted] in the future.

Kind regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

When I came into the dealership, I came to LOOK INTO the possibilities of getting out of my BMW, no intention on purchasing a car. I was clear about that to [redacted], VERY CLEAR. I had already been offered a deal at BMW and came to see if the offer could be beat by Acura. When he told me he could get out of my BMW with no money down and only an additional 50.00 extra per month, and into the new Acura, I became more serious about trading my BMW in. I had never had a bad experience with ACURA in my previous 3 purchases. I was under the impression that everything he offered me would resolve the BMW matter. never did I imagine that he would be just driving my car back to the dealership and leaving them with the set of keys. I HAVE NEVER PURCHASED A CAR THAT WAY - I couldve driven the car back on my own, had I been clear on what he was saying to me during our discussion. I have leased and purchased MANY cars and have never been left with the any extra bills from the car I was turning in. I would HAVE NEVER ACCEPTED THAT OFFER HAD I KNOWN, it would have had to be worth it for me to get out of my BMW. AGAIN, I HAD AN OFFER ALREADY MADE WITH BMW. The salesman talked in circles and made me feel like he was getting me out of my former car. I thought Acura would be selling the car, not driving it back to BMW, I couldve done that. I came in without my husband to look and feel like I got duped on a deal. Which is why they offered the 3 oil changes - because none of it was handled appropriately - including being hung up on and not receiving returned phone calls by the salesman or the GM. I have left a message for Mr. Palumbo and I'm still waiting for the call back. The salesman did not tell me before I signed anything that I would have any additional costs with BMW. Ive never had them, and didn't know that that was a question I needed to ask. I was under the impression that when he said they were paying it off, that that is exactly what they would be doing - not leaving me with a bill. AND the oil changes were honored after my husband came in to discuss why the sales manager hung up in my face. The bottom line is Acura has lost my business after this and I will never purchase from them again. It was the third car purchased from that dealership and no oil change can make up for how I was treated and misinformed.

DUPED by this dealership, lesson learned and trust it won't happen again.

Regards,

Review: I bought an Acura Certified Pre-Owned SUV RDX on January 9, 2015. According to their advertisement, Every vehicle must pass stringent measures before it can become a Acura Certified Pre-Owned. Only well-maintained, late-model Acura vehicles are considered, and each one must pass a comprehensive 182-point inspection and a Vehicle History Report review. At Point 78, it is clearly said that there should be no cracks, chips, or even scratches on windshield. However, the car they sold to me has a chip right on the **ne of sight of driver side. I took the car to a glass technician. He said the windshield was tried to be fixed in the past but not well done leaving a chip on it. So the dealer knows the glass is defective, but still cheated on sel**ng it as Certified Pre-Owned. When I talked to the sales and asked them to replace the glass, they quibbled that I broke it and fixed it by myself. That is an obvious business fraud. It is really not fair to a customer. What's more, they lost their trust. The so-called 182-point inspection means nothing now.Desired Settlement: There is no trust on the dealer and their 182-point inspection. The certified car is not really certified so it is a fraud. The car has to be returned to the dealer, and I will get the full refund.

Business

Response:

I am happy to say that we have come to a resolution with Mr **. The windshield will be replaced at our cost.Sincerely,