ComplaintsforAcura Financial Services

• Initial Complaint

  03/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a customer with ********************** for 2 years. I had enrolled in their online payment systems, either making payments as one-time payments and then enrolling in their EasyPay automatic monthly payments. About 3 months ago, I had a negative change in my annual income, but still made my payments, though with some delay. I admit flat out that I was late in paying, but ultimately payment was made and confirmed.But...because I was late 3 times, I was then barred from making payments online, and now have to call and speak directly to an account collector. I can't even make a payment over the phone with their automated system connecting to my checking account.They have, in essence, made paying my ********************* by cutting off multiple ways to make payments. I find this to be a kind of discrimination, and feel it boarders on unlawful.

  Business response

  03/22/2024

  American ************************* (AHFC) is responding to a complaint received via the BBB from ******************************* dated March 13, 2024.  AHFC mailed a response letter to the customer and advised them of what would be required to accommodate their request. At this point, AHFC considers this complaint to be closed.
  

• Initial Complaint

  02/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was getting robo calls letting me know my payment was late. I didn't check into it and instead just made a payment through the system. When I kept getting them, I checked my account and realized I had set-up auto pay so it was impossible my payments would be late. When I looked more, it said my account balance was over $3000. My monthly payment is ~$645.00. I called customer service and after talking to multiple people and it taking about an hour of my time, I found out that I was being charged property tax on the car for a county I have not lived in for over 2 years. They told me I needed to work it out with the county charging the taxes. I did that and within the same day, the county (Loudoun County in ********) had removed the charges and zeroed out my account. I immediately emailed the information to the agent who helped me. I have since called on 2 other occassions to follow-up and again was transferred multiple times and spent at least an hour trying to get to the right person. Finally, the last person seemed to know what she was doing and submitted whatever report/paperwork she needed to to get it rectified. Since then, I am still getting the robo calls and a resolution is still pending.At this point, I cancelled my auto-pay because my lease ends in April and because of my extra payments, they will actually owe me money.

  Business response

  02/27/2024

  American ************************* (AHFC) is responding to a complaint received via the BBB from ************************* dated February 6, 2024.  AHFC mailed a response letter to the customer and advised them of what would be required to accommodate their request.  At this point, AHFC considers this complaint to be closed.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/9/2023 I renewed and signed a new lease contract and picked up a 2023 Acura Rdx vehicle. The dealer is Acura of Abington ********* automotive. I sat at the dealer for 8 hours before new car was delivered to me. Im told on 11/9/2023 the dealer is understaff. To this date I dont have an account number with the ******************** billing company. The billing company is Acura Financial Services who claims they have no record of the new lease dated 11/9/2023. They only have my last lease which was a 2021 Acura Rdx and that vehicle was paid off when turned in on 11/9/2023. I paid first lease payment on new car 11/9/2023 of $539.07,$539.07 on 12/12/2023 and $539.07 on 1/8/2024.All of these payments were made at Acura of Abington dealership. I been trying to pay my lease payment on Acura financial services website as I have with other Acura leases and my account for my new car is not found. The web only shows my previous lease car a 2021 Acura Rdx which shows a $00 balance. The Acura dealership is telling me there was a glitch on creating a new account for my new car and that was why a delay. My Vin number on my 2023 Acura Rdx is 5J8TC2H38PLO14768 color platinum white. Im told that I only have 4 weeks left on my temporary red paper temp registration form before it expires. Im 73 and have to drive 30 minutes to dealer to make a lease payment. Plus their customer parking lot is only big for 8 cars and always filled when you go there. I have to park across the street at **** store parking lot and have to walk and cross the extremely high car traffic old York road. That is about a 8 minute walk and waiting for traffic light to change. I called in December and left message for general manager I never got call back. Yesterday I called for ***************************** a manager and his mailbox is full on 2 different phone numbers for him. I have no account and no penna registration card for the car. It is a huge inconvenience to pay my lease payment at the dealership. Please help me!

  Business response

  01/25/2024

  American ************************* (AHFC) is responding to a complaint received via the BBB from *************************** dated January 9, 2024.  AHFC mailed a response letter to the customer and advised them of what would be required to accommodate their request.  At this point, AHFC considers this complaint to be closed.

  Customer response

  01/26/2024

   
  Complaint: 21122839
  
  I am rejecting this response because: Is anyone reading my complaint. The complaint has nothing to do with any repairs. I need my lease contract account created. Someone in Acura financial services or Acura of Abington dealership has screwed up with creating a billing account for me.  Instead my car vin number was assigned to another Acura customer billing account.  I dont have a billing account number for my car yet with **********************.  I have also filed complaint with the attorneys general office as well. 
  
  Sincerely,
  
  ***************************

  Business response

  01/26/2024

  ****************************** (AHFC) is responding to your correspondence dated January, 26 **** via the BBB. AHFC has carefully reviewed and addressed your concerns in our responses dated January 25, ****.  At this time AHFC considers this issue to be resolved. If you have new information to share,please provide it to us and we will be happy to investigate further.

  Customer response

  01/27/2024

   
  Complaint: 21122839
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have never been treated so unethically by a business in my life. I had surgery and have been out of work for quite some time. I called and asked for a deferment for the month of November, and was told as long as I have 6 payments in which I have, it would be approved. I made over 19 calls being on hold ***** minutes each time. The last several calls I made, I was told the previous Acura representatives who I spoke to failed to enter my request in properly. One didnt mention why I was requesting a deferment and another failed to mention why I was out of work. I was promised follow up calls from 2 people and never got one call. I called on 11/15/2023 approximately 1:50 pm and spoke to a very rude and disrespectful male employee who hung up on me when I said, may I please speak with a manager. I cant believe Acura employs such rude representatives. Im recovering from surgery and dealing with Acura has added so much stress in my life. I was also told by an employee that as a one time curtesy they would waive a late fee. This wasnt done, and I was told by another representative that they could waive $18. I shared that this wasnt the info I was given so I couldnt accept that. Doing business with Acura has been the worst experience!I just called back again approximately at 2pm, and a person named **** picked up. When I asked for a supervisor he hung up. I believe it was the same male employee who hung up the first time.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We Seem To have a major issue that is in need of rectification. Your company and affiliates , US BANK ? ******** ***** FINANCIAL ? ACURA FINANCIAL are in direct violating of the consumer laws, which include Identity Theft , Harassment , non authorize credit reporting, stolen property, grand larceny , fail to honor PAY TO THE ***** instruments. I hate to bring you this news from overseas. US BANK an affiliate of AHFC has stolen my property which violates consumer law. US BANK AND AHFC sent a third party towing company to my Family home which terrified and mentally abused my 78 years young ******mother, my 61 years young ******* My 23 years young pregnant sister. I have a UCC-1 lien filed on the vehicle. I have filed multiple CFPB complaints, US BANK ? AHFC accepted a fraudulent contract from ************** Imports DBA Acura of Brooklyn who transferred the contract from the principal ************************* to the co-signee CIDONE A SPEAR, which is identity theft and fraud.************************* applied as principal and gave no authorization to sell to *********** nor ***** Financial Exchange,such actions indicate violations of securities, breach of contract. There were no judicial warrants for sed property ( 2021 acura TLX vin 19UUB5F47M002848) , Which is also in violation of the law. A schedule fee of $100,000.00 plus more for each and every violation bet each party will be applied and filed in court ($75,000 for any appearance paid to me plus each members of my family above) if this matter isn't solved swifty. There was an employee (phone operator who called my phone to harass me about payment) UNLAWFUL! Also last but not least a ****a has been filed with the irs accepted and copyB was sent to me, also a registered security was sent to US BANK TRUST , also a coupon with odometer reading notarized sent PAY TO THE ***** OF ***** Financial Exchange was sent as well Registered mail.I will be pursuing legal action if this isn't solved within the week of Dec 10 - 15 th 2023.I, ***** (LIVING SOUL) of the DRUSES Family, acting as the authorized agent on behalf of ************** DRUSES the principal, hereby acknowledge the acceptance of all titles, rights, interests, and equity owed to *************************. I agree to pay any financial obligation which I might lawfully owe, ON CONDITION that you:1. Provide validation of the debt, that is, the actual accounting.2. Verification of claim against me, that is, a signed Invoice.3. A copy of the Contract binding both parties

  Business response

  12/21/2023

  ********************************** (AHFC) is responding to a complaint received via the BBB from ***** Family of Druses. On December 19, 2023, AHFC sent a response letter to **************** explaining the conclusion of the account review to address their concerns. At this point, AHFC considers this complaint to be closed.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been unable to get Acura/Honda Financial Services to get them to send original vehicle Title document for the car that I am still paying for (monthly) to Acura to the **** Title (Lucas County Clerk of Courts) in order for me to register my Acura RDX in **** for **** plates. It has been a frustrating experience calling Acura Financials on their toll free # ************ and waiting sometimes up to an hour just to talk to a customer service rep. **** after talking to rep a couple of times the local county of clerk has yet to receive original title so that I can buy plates. This is a transfer of plates from IL to OH and unlike IL in OH the state holds the title instead of the lien holder (nothing new, its OH law). In addition to my request the local county of clerks have sent multiple fax and postal mail request to Acura in the last 4 months with no response. Acura has sent me certified/notarized title document by mail but that is useless in the *************. I cannot imagine that I am the first one with this sort of request but given the inability to connect with a human at Acura Financial and their lack of proper response I am at **** end with them. I cannot imagine how one can have such a long hold time in a modern call center even to talk to someone and even after that the job does not get done. Hopefully this post will get their attention.

  Business response

  12/07/2023

  American ************************* (AHFC) is responding to a complaint received via the BBB from *************************** dated November 28, 2023.  AHFC spoke with the customer and advised them of what would be required to accommodate their request.  At this point, AHFC considers this complaint to be closed.

• Initial Complaint

  11/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  November 20, 2023 Acura Financial Services RE: Original Title Documents: Acura 2021 RDX (Vin 5j8tc1h39mlo1125); Lease Number: ********* To whom it may concern:I bought out my leased vehicle from Acura Financial on October 5th, 2022. Subsequently, the customer service sent my original title to the car to my former address, which I discussed several times over the phone with customer service representatives. It has been 45 days since the documentation package, including my title was sent, and I still do not have it in my possession;.On October 16 I spoke to Acura customer service and found out that the package was sent to the wrong address. I verified the correct address with them at that time and I was assured that when the package is returned to Acura Financial, it will be immediately forwarded to my correct address. On October 30th Acura financial finally got the document package back, which I found out when I called and asked again to send it to me at the correct address. I still did not receive the title package.On October 31st Case # ********* was opened with the Eastern region of Acura Financial to send the returned package with title to my current address.As of today, November 20th, 2023, I am still trying to get through to Acura **************** to have my vehicle title sent to me - without any results.I have spent hours on hold with customer service, who are giving me the run around treatment and trying to reconnect me to various departments that drop the call. I can't even get them to escalate the issue or give me an estimate when I can get my vehicle's title in hand.I believe that it is my legal right to receive a clear title and odometer reading once Acura Financial (the lien holder/owner) receives payment in full for the vehicle and cashes the check. At this point it looks like Acura Financial is intentionally withholding a property instrument and therefore property ownership from me for absolutely no good reason.I would really appreciate prompt resolution to this matter.Sincerely,***********************************

  Business response

  11/28/2023

  American ************************* (AHFC) is responding to a complaint received via the BBB from *********************************** dated November 19, 2023.  AHFC mailed a response letter to the customer and advised them of what would be required to accommodate their request.  At this point, AHFC considers this complaint to be closed.

• Initial Complaint

  10/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I own a 2013 Acura MDX and in August of this year I paid for and received 4 CDs from a distributor of AcuraUSA. I loaded them into my vehicles navigation system and received notification that all the information was correct. During a trip to MI in late August, as we using the navigation, the voice commands were giving us information that did not agree with the map on the screen. I called the authorized distributor and examples the problem. They told me that they send the update information to Acura ***, and by contract they vette the information and send it back to the distributor telling them to distribute the CDs. I called AcuraUSA explaining the problem and refused to take responsibility for the faulty software and told me to go to service center and have them assess it. This assessment cost about $200 and the software cost me $150. They would not negotiate at all. The current status of my Navigation System is that it COMPLETELY corrupted and is useless to me.To conclude; ACURA *** is the responsible party for fixing my now useless Navigation System. The system was fine and had no apparent errors before loading in this updated software!

  Business response

  10/23/2023

  ********************************** (AHFC) is in receipt of the complaint from ******************************  It seems that the consumers complaint is against Acura ************** not AHFC. Please contact ********************************************************* at ************** to express your complaint about the navigation system.  
  
  If the consumer would like to submit a complaint against AHFC, please provide identifying information, such as one or more of the following:
  Name and address that AHFC would have on file 
  AHFC Account Number

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Two years ago my car was rusting on either side of the front doors (bottom ledge). At the time, a goodwill request was submitted by the dealer and the repairs were done free of charge. I recently brought in my car for servicing with Acura Laval. I pointed out that the paint is now bubbling on either side of the front doors (near the areas that were repainted in 2021). The dealer told me I would have to replace both front (side) panels in order to resolve the problem permanently. This is not a feasible solution because it will be extremely expensive, it will affect the integrity of the original car, and it will not guarantee that the problem is permanently corrected.I am very disappointed in the problems I've been having with the paint on my car. I keep it immaculate and there is no reason for the rust to be re-occurring on the same spots, other than a manufacturer defect. This area has a seam between 2 panels on the bottom part of the car, that allows water to seep in. Acura needs to not only correct the rust problem in this area but also, to find a permanent fix so that water no longer infiltrates between the 2 panels connecting the door to the front side panel. I have pointed this out to the dealer on several occasions. I was not told that this model had any issues with rust at the time I purchased (it was used). I am now stuck with a car in excellent condition that will have rust occuring on the same spot every few years. This will be a costly repair, and one that I have never needed to do with other car manufacturers such as ****** (which I had for 17 years). I cannot have the same problem every 2 years. I'm certain that there are many people with similar issues. This is a manufacturer defect.Both the dealer and the manufacturer are no longer responsive to my messages. The repairs must be done (in a permanent manner).Otherwise, Acura can simply replace my car with a model that does not have this problem.

  Business response

  10/16/2023

  ********************************** (AHFC) is in receipt of the complaint from the consumer, *****************************. It seems that the consumers complaint is against ***** ******, not AHFC. Please reach out to ***** ****** Customer Relations at *************.
  
  If the consumer would like to submit a complaint against AHFC, please provide identifying information, such as one or more of the following:
  Name and address that AHFC would have on file 
  AHFC Account Number
  
  

  Customer response

  10/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have filed a new complaint with Honda.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a vehicle that was declared a total loss back in July of 2023 and final payments was received by them on august 12th however the financial company continues to bills me to this date of October 2023 even after I been complaining about why is the account closed. I have been calling and speaking to reps and supervisors since august and they always express how the matter is they fault and should be taking care of but yet 3 months later Im still being billed and my fico score continues to drop

  Business response

  10/20/2023

  American ************************* (AHFC) is responding to a complaint received via the BBB from ************************* dated October 11, 2023.  AHFC mailed a response letter to the customer and advised them of what would be required to accommodate their request.  At this point, AHFC considers this complaint to be closed.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩