ComplaintsforMark Jacobson Toyota

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 12/2024, my daughter took my RAV4 model 2022 for service due to air conditioning issues, it did not cool at all, they just add refrigerant but did not fix the source of the leak, now only two months later my air conditioning isn't cooling, and is out the warranty, they must know my warranty was about to expire, they didn't even put dye in to find where it's leaking refrigerant, any refrigerant in vehicles doesn't magically disappear it must be a leak in the system.

  

  Business response

  06/07/2024

  Dear **********************,
  
  Thank you for reaching out to us regarding the service performed on your 2021 RAV4's air conditioning system. We understand your frustration and apologize for the inconvenience you experienced.
  
  On March 12, 2024, our service team conducted an evacuation and vacuum leak test on your vehicle, which it successfully passed. Additionally, we performed a thorough visual inspection of the evaporator core, AC lines, service ports, and condenser, but did not find any visible leaks or damage at that time.
  
  While refrigerant loss often indicates a leak, the tests and inspections conducted did not reveal any immediate issues. It is possible that the leak was too small to be detected initially but has since become more prominent.
  
  We appreciate that you have since traded your vehicle towards a new one at our dealership.
  
  Thank you for your continued loyalty, and we look forward to serving you again.
  
  Best regards,
  
  *********************

  General Manager

  Mark Jacobson Toyota

  Office: ************

  Customer response

  06/10/2024

   
  Complaint: 21701643
  
  I am rejecting this response because: I had to trade vehicles otherwise I would have to pay for repairs according to the service manager. 
  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Went to the Toyota service dealers for routine maintenance (oil change, tire rotation). Was told I needed many other repairs. Left spending $756.00. Car began having issues within the month. Went to a different mechanic and explain the repairs I had done. Upon inspection, I was told the Toyota dealer made no such repairs. For example, I paid for new spark plugs. I was told by the new mechanic that the spark plugs were very old and had never been replaced.

  

  Business response

  12/09/2022

  December 9, 2022
  
  To:  The Better Business Bureau
  
  This is in response to the complaint that we received from the Better Business Bureau on November 28, 2022.
  
  Mr. ***** brought his vehicle to Mark Jacobson Toyota on July 28, 2022, to have it serviced.  We performed a state inspection and a 120,000 mile service, which included an inspection of the engine.  Based on the engine inspection, and with Mr. *****’s approval, we also replaced the spark plugs and air filter, performed a brake fluid exchange, and replaced his wiper blades.
  
  When we received the BBB complaint, we were surprised since we had no prior knowledge that Mr. ***** was not completely satisfied with his service experience in July 2022.  Therefore, we called Mr. ***** directly in an attempt to resolve his complaint.  He stated that he had tried to reach out to us and was not able to contact anyone regarding the issue.  This prompted him to seek another shop to help him.
  
  While we understand Mr. *****’s frustration with his vehicle, it has been over four months since we serviced Mr. *****’s vehicle and we have no way to confirm the claim that the car began having issues after the repair that was done at the dealership.  We asked Mr. ***** if he would bring the vehicle to the dealership so that we could inspect it; he did not want to bring it in.
  
  Mark Jacobson Toyota strives to satisfy each and every customer, unfortunately, there are times when customer requests cannot be met for one reason or another. We would need to inspect the vehicle to determine if there was an issue that we caused prior to reimbursing him for any service work that was done in July 2022.
  
  If you have additional questions, please feel free to contact me.
  
  
  Sincerely,
  
  **** ******
  General Manager
  Mark Jacobson Toyota

  Customer response

  12/09/2022

  
  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 denied bringing the car in for another inspection as I am no longer in the area. I regret that they are unable to provide any other solution but I understand that without being able to confirm my complaint that they are unable to provide a refund. Over the phone they asked me who the mechanic was that serviced my vehicle. After reviewing my records, I am now able to provide the name - ***** *********. I request that you please investigate his conduct as a mechanic at Toyota and take the necessary steps to ensure he is never able to scam a customer again. I'm severely disappointed with my service experience at Toyota and with *****. I will never again take my car to Toyota for any kind of service. And while I understand that losing one single customer is not a big deal to this dealership, I strongly hope that Toyota takes this seriously. I will advise all my friends, family, and colleagues to refrain from ever seeking service at this Toyota dealership.

   Thank you for your time, consideration, and politeness. I'm satisfied with your response to this complaint. 

  
  Sincerely,
  
  ******* *****

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car arrived at Mark Jacobson Toyotas collision center June 4. Has been at the shop with no parts ordered and no supplement sent to the insurance company to extend the rental. When speaking to the insurance company, they told me as soon as the collision center submits the supplement they would extend the rental. I’ve had over 600$ deducted from my checking account for rental fees bc no parts were ordered and no supplement sent. After bringing this to the managers attention, he decides that my car is too much trouble and he doesn’t want to fix it any more. I have no rental coverage left because of their lack of communication with the insurance company and now have to start over at a new body shop. All of this trouble and fees for a wreck that I was not at fault for.

  

  Business response

  08/03/2022

  August 3, 2022
  
  To:  The Better Business Bureau
  
  This is in response to the complaint that we received from the Better Business Bureau on July 22, 2022.
  
  Mr. ******* has had his vehicle repaired at the body shop in the past.  The prior interactions with Mr. ******* have been strained since he has complained about our employees and accused us of issues unrelated to the repairs.  So, when Mr. ******* brought his vehicle to our body shop on June 7, 2022, we documented each communication that we had with him.
  
  On June 7, 2022, Mr. ******* advised us that he was not getting the vehicle fixed here unless it ended up being a total loss.  He also stated that ***** **** was going to deem it a total loss since it was not drivable, and it had suspension damage.  We received the first estimate from ***** **** on June 14, 2022, and the vehicle was not deemed a total loss.  We informed Mr. *******, and he instructed us to file the claim with the other party’s insurance company (****) to see if they would deem the vehicle a total loss.  On June 24, 2022, we received the first estimate from **** and the vehicle was not deemed a total loss.  On that same date, we advised Mr. ******* and he stated that he wanted to think about it, and then added that his mother is an accident attorney.
  
  On June 28, 2022, Mr. ******* signed the work authorization to begin the repairs on the vehicle.  We informed the customer that it would be 2 – 3 weeks before we could begin the disassembly on the vehicle.  Mr. ******* said OK.  On July 18, 2022, we started the disassembly of the vehicle and noted that the vehicle had additional damage.  The vehicle was towed to the service department, so that a complete damage appraisal could be sent to **** for review / approval.
  
  On July 21, 2022, Mr. ******* called the body shop manager and complained that he had been charged by **** for the rental vehicle.  We spoke with ****, and they said that they would decide if the rental would be extended.  On July 22, 2022, we informed Mr. ******* that we would not complete the repairs on his vehicle, since we did not feel that his interactions with the body shop personnel were of a professional nature.
  
  Mark Jacobson Toyota Body Shop is ranked as a gold class repair facility in the Durham market.  While we strive to satisfy each and every customer, there are times when customer requests cannot be met for one reason or another.  We are sorry that we had to refuse to complete the repairs on Mr. *******’s vehicle.
  
  If you have additional questions, please feel free to contact me.
  
  Sincerely,
  
  **** ****
  Fixed Operations Director
  Mark Jacobson ToyotaTell us why here...

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