Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a Toyota Prius from Don *********************** Before I made the trip which was over 5 hours to their location. I was told that I was going to get a Minimum of $1500 for my trade in. I also let them know I was on my way and would arrive a little after 12 pm. When I finally got to the dealership they still had the car I was going to buy dirty and unwashed which I would find out later was done intentionally because they used the Dirt and dust on the car to hide many of the paint blemishes and chips. That was unable to be noticed while being dirty. They waited until i had signed the paperwork to wash the car thus all of the blemishes and chips that weren't seen were only visable when i got into my car . 2ndly the amount for my Trade in went from $1500 Minimum to only $1000 dollars. In which they knew my intent was to purchase the car seeing as I drove 5 plus hours and already had put down a cash deposit a few days in advance. They promised me 1 price before I came then lowered the price when I had gotten there. 3rdly after having the car home for about 5 days. They called me up and told me that they had an error on Their end of my paperwork and that I now would have to send them another 560 dollars to make the finance loan in accordance with Toyota due to their miss calculating of the paperwork. Nothing that I did or failed to due caused this issue it was solely their financing department. So they tell me that if I don't pay the $560 dollars that it would cause my interest Rate to jump into a higher bracket and then cause my payments to rise about $50 more a month. At no time did they try to solve this issue themselves for their Mess up and solely have been trying to make me pay more money to cover their error. So they lied about my trade in, they kept car dirty to hide the paint defects as well as as trying to extort another $560 to fix their calculating.

  Business Response

  Date: 04/16/2025

  I have been out of town - Will look into the matter and get back to this as soon as possible.

  Customer Answer

  Date: 04/16/2025

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

• Initial Complaint

  Date:08/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a car in full for ****** the next week I brought it back because it was shutting off on me and got wanting to run. It needed a camshaft sensor then 3 weeks later same issue and now there telling me it was the timing chain and new engine. Which they new that was the issue before and tried to cover it up with the sensor. Now I am out of a car and I am a single mother of 3 kids trying my headrest. I am broken.

  Business Response

  Date: 08/05/2024

  Don Jacobs Toyota (Dealer) is currently working with ************************* (Customer) on trading her out of current vehicle.  Dealer is giving her a Trade-in value of what she paid for vehicle originally.  

  We currently have a replacement vehicle Customer & Mother (who stopped in today on Ms. ******** behalf) are both happy with. 

  Appointment set for tomorrow evening 8/6/24 to finalize.

  Dealer optimistic situation will be resolved.

• Initial Complaint

  Date:05/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I purchased a 2015 Toyota Rav 4 for $15,000 from Don Jacobs Toyota in March of 2022. The car has been well maintained and is still under warranty. This is the third car our family has purchased from Don *********************** The car began consuming oil and it was discovered that the engine needs to be replaced. We initially brought our car in 2 month ago, and most recently Don ********************** has had our car almost 2 weeks without giving ** a lender vehicle in the interim. Don ********************** keeps blaming issues on the warranty company for not being able to proceed with fixing our car. My husband and I both commute to work and need our vehicle fixed in a timely manner.

  Business Response

  Date: 06/01/2023

  Clarification:  Vehicle is a 2010 Model Year, not a 2015, as stated by Customer.  ******************** (Dealer) working with **************** on approval.  **************** insisting on proof of previous Oil Changes done by Customer.  Customer has provided proof of previous Oil Change done at ******* miles.  Dealer still waiting on proof of ******* mile interval from Customer, required for Warranty Approval.

• Initial Complaint

  Date:05/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 5/18/2023, I took my car in for a battery test at 5:30pm. When the service rep printed the service order, I crossed of the 150pt inspection, letting the service rep know that I don't the mechanics doing any inspection. I stated, just test the battery. Almost an 1 hour later, the service rep said the battery failed and a recommendation to the shifter linkage replacement roughly at $800. I ask him about the warranty of battery which I brought from the dealership parts department on Feb of 2021. He went back to and returned 45min later. This time, he said my shifter linkage broke. I questioned the service rep why would break? I drove it to the dealership, shifter was fine, and the service kid drove it to the shop and shifter was fine. The service rep could not provide me with a explanation. The service rep then ask me if I like to sell it (a request from the mechanics). I said if they want to give $1000 for it, I will sell as it is with the broken shifter . They decline to buy it. I told them to push the car out to the parking lot where I had the mechanic manually shift to Drive so I can get home. When I got home, I had to have a family member switch with me, press the brake and I would then go under the hood to manually shift to PARK (dangerous). The next day, the service manager call and sent me a video that the mechanic took and the services perform. The service manager concluded that it was not the dealership's fault that the shifter broke. He also said the battery warranty is cover at 50% of the price of the new battery but I would have to bring the car in for them to installed it. I will have to pay towing charges, and installation charges to get a battery under warranty. I said that doesn't makes sense, for example I can buy a battery from a retailer with a warranty and if that battery failed, they will give me replacement. Why would ***************** required me to bring the car in to install the battery? Told him I will file complaint with BBB.

  Business Response

  Date: 05/22/2023

  Called and spoke to Customer.  Explained Battery was out of 2 year (Full Replacement period).  Therefore, 50% off a new battery would apply.  Also, discussed options of replacing battery for him, including driving to him.  Customer declined, but appreciated offer.  Dealer looking into (battery) warranty question and getting back to him shortly.  Customer appreciated the call & hopes to continue working with **.

  Customer Answer

  Date: 05/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Service Manage AJ called on 5/24 to resolve the battery replacement. He said they can exchange the battery for total of $167 ($119 for battery plus $48 (install +taxes)). I told him that I shouldn't have to pay for installation charges since I only exchanging my old battery for the new battery. He said the install charges are computer generated charges and can't change those. I was willing to pay the 119 plus tax.  ** has not call back since 5/24 about the 119 plus tax. At this point, with my car out of commission because my shift linkage broke while in their shop and this battery warranty issue, I think this dealer is not going to resolve this complaint. 

  
  Regards,
  
  *********************

  Business Response

  Date: 05/30/2023

  Dealer is approving Battery only @ $119+tax.  Service will be reaching out to Customer today.

  Customer Answer

  Date: 06/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  Action took took long to resolve. The service manager ** said he had to go thru a lot of red tapes to get the $119 approve which took about 4 days to get back to me. I have since moved on. 

  
  Regards,
  
  *********************

• Initial Complaint

  Date:12/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2018 **** Escape for $28,056 from Don Jacobs Toyota Dealership on 4/23/22.On 8/10 the check engine light came on and we took the **** Escape into the dealership. When I picked up the car on 8/12, I was told the check engine light came on due to an area of erosion causing a spark plug to misfire. The area was only cleaned. On 8/13 the check engine light came on. We brought the car back to the dealership. On 8/14 we were told our car needed a new engine. On 9/1 a new engine was placed. On 9/14 the **** Escape started to overheat, stopping in mid traffic. It was towed back to the Dealership. They said the car overheated due to lack of coolant in the engine. A clamp for the coolant was fixed. The car was returned 9/15. On 10/15 the check engine light came on. We brought the car back to the dealership. The dealership found coolant in the engine again and took images. The **** Escape was towed to Lake **** to have **** technicians look at it. 11/26 I received a call from a technician at Don Jacobs Toyota saying our car was ready to be picked up. He said Lake **** will only replace a clamp for the coolant. This technician stated that because he has pictures of coolant in the engine he doesnt believe the clamp is the issue. He said the car needs a new head gasket. However, due to there being hoops to jump through with our warranty, I will have to wait for the **** Escape to break down again in order for us to bring the car back to the dealership to have it serviced. On 11/28 I met with the Service Manager at Don *********************** Upon arriving, the Service Manager wanted to give back the car back. I explained what his technician told me and how I had concerns about the car. I told the Service Manager I wanted a full refund. The Service Manager contacted the Used Car Sales Manager. The sales manager stated he could only issue a trade in. After appraising the **** Escape, the manager estimated the **** Escape to have a trade in value of $20,000.

  Business Response

  Date: 12/14/2022

  Customer, *********************************, came in to Dealership on the following Monday and spoke with General Manager.  Dealership worked with ******* to resolve the matter and found a replacement car for her.  Customer left very happy we were able to work with her to resolve the matter.

  Customer Answer

  Date: 12/19/2022

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

• Initial Complaint

  Date:11/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I see an ad on the corner, it was Don ********************** on the add it had *************************************** it said nothing down, sign and drive to first time buyer no problem, all credit excepted no payments for 45 days to approved credit. This car dealership doesn't care about helping it consumers if only cares about putting money in there pockets that's it to the point that they will break the law, and they refused to send my credit application over to the bank just because I know the law, see the sign they put up told the truth but when you get in contact with them it's a whole nother story, example they asked for money down when there and said no money down. And according to 15 u s.c **** finance charges it clearly states when doing a credit transaction action there is no money involved, so on there sign they were right no money down, according to 15 u.s.c **** a tells you that you cannot be you can't be denied an extension of your own credit and that transaction and Experiences are no allowed on your credit report and the transaction is the credit line that was extended to me and the experience is where I used the line of credit. So if the credit report does not include transactions or experiences, so where does late charges and utilization come from that's why they said on the ad no payments for 45 days. Today I talked to some one in the finance department. All he was worried about was my job and how much I get paid, when I'm reality there no such thing as a late payment, all I want is my vehicle and if I have to take them to court I'm going to be asking for punitive damages because this was intentional act from Don ********************** employees. When I bring up the law now you don't want my business.

  Business Response

  Date: 11/14/2022

   *************** (the Customer) filled out an ************** application.  When completing the application, **************** filled out the Monthly Income Section as:  "$115.00 per Month".  During a phone conversation with the Customer, Dealership Finance Manager needed to clarify Income before proceeding with submitting application.  Customer was asked if $115.00 /month was correct?  Customer declined to give us his Monthly income for credit application, stating it wasn't necessary and we didn't need that information.  We explained that the Bank will need the Correct Income, to decide with the approval process and the ability to repay the loan.  Customer again refused to give any additional information.  To clarify the accuracy of the application, we asked the Customer if the $115.00 monthly Income was correct - he Said "No".  Customer still refused to give any other information.
  Dealership cannot knowingly send application to the Bank with False information.  
  Customer needs to understand that the Dealership does not provide Credit to Customers, the Bank does.  
  The Dealerships process has been done accurately and upfront,including "Flyer" / Ad that Customer responded to - that States on it:  *To Approved Credit*
  
  Customer has become argumentative and combative.