Don Jacobs Toyota

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Thank you for your reply. As stated, we have been contacted today 5/23/16, by [redacted] from [redacted] He called me to say I was to contact a [redacted] at Executive Windshield at 414-975-[redacted] to arrange to have him look at the windshield and make a decision. I asked [redacted] if he was going to replace the windshield and he said no he is the expert and needs to see it any time at my convenience and make a decision. I did call [redacted] and asked him if he was going to replace the windshield, he told me No [redacted] told me just to fix it ( they already knew yet again they were not going to replace it) and again they did not come out and tell us that. Last time we drove all the way to Don Jacobs just to be told they would not replace it and only repair it. Being an ASE tech. I understand windshield repair however, I also understand the checklist we received showed No cracks or chips in the glass, this same check list has other errors as mentioned in my formal complaint. My wife and I are beside ourselves trying to understand where this definition of customer service comes from. We were both involved in customer service throughout our careers and it is sad to say this is becoming the norm. We would accept nothing but a replacement, every day we sit in this car and see this chip/crack we are reminded of the $[redacted] mistake we made; if I could get all my money back I would, if I have to repair it, I will bear the cost myself as I could not trust Don Jacobs to do the job properly. [redacted] at Executive Windshield said he has been doing this for 20 years etc...but he understands my wife and my feelings on this but he only does repairs. Don Jacobs has a preconceived idea of what they think is fair here and legally perhaps they are correct, but, ethically they appear to be bankrupt. I will let you know if anything changes. Any assistance you can provide would be greatly appreciated. If you have any questions at all, please do not hesitate to contact me. Thank you.
Regards,

RE: UPDATE on / 2015 Highlander chip in windshield
Update 6/3/16 :
On May 27, 2016 customer had windshield repaired by vendor of their choice (Safelite Auto Glass). Don Jacobs Toyota agreed to reimburse customer for total expenses of $
Reimbursement check to be mailed directly to customer at Pewaukee address as requested on June 3, 2016.
 
We appreciate the disappointment in having a windshield chip on any vehicle. When this happens, the most reasonable step is to repair the chip professionally if possible. Don Jacobs Toyota has been willing to do this. We just needed to see the chip itself to verify the spot in question and move forward with the repair.
Unfortunately, we respectfully disagree with the customer that the only acceptable solution is to replace the windshield. Moreover, we feel that is an excessive request and simply not necessary.
According to the customer, if the dealership does not submit to the extreme course of correction by replacing the windshield and ignore any other reasonable solutions, we are “ethically bankrupt”. This puts the dealership in a very unfair and unreasonable situation to overcome.
We ask to please keep in mind the following:
· The customer purchased a 1 year old Pre-owned vehicle with approximately 13,000 miles
· Replacement of a windshield because of a stone chip is not required or expected by the State of Wisconsin
· Dealer agreed to send out a professional windshield repair technician to customers house
· Technician arrived at residence and customer refused work to be done, based on personal feelings
· Customer had repair done by professional windshield company of their choice and asked dealer to reimburse them
· Dealer agreed to reimburse customer on the above repair
· Glass Companies would not offer such a service (windshield repair) if not proven to be a safe and effective way to remedy a stone chip
Dealership feels the steps they have taken should have reasonably satisfied customer & situation.
Thank you,
Don Jacobs Toyota

After further looking into the matter, Don Jacobs Toyota has agreed to refund the $20.00 to the customer.  We will be sending out a check in the next few business days to the address we have on file.

RE:  [redacted] /
2008 Toyota Prius – Gas Tank
·        
Ms. [redacted] purchased a Used Toyota 2008 Prius with
over 148,500 miles on it on 10/21/15
·        
A vehicle such as this is and was sold:...

AS-IS – NO WARRANTY.  This was clearly marked on the Wisconsin
Buyers Guide and additionally added to the purchase contract under “Conditions
of Sale”, which Ms. [redacted] signed.  (see
attached Purchase Contract)
·        
Fuel System was marked correctly on Wisconsin
Buyers Guide at time of Inspection as “Legal”. 
This is self-evident because her vehicle performed correctly at time of
sale and for the duration customer owned the vehicle (almost 3 weeks)
·        
Under Wisconsin law, dealer, (Don Jacobs Toyota)
is not responsible nor obligated to repair an AS-IS / AS SHOWN vehicle once it
is delivered
·        
Ms. [redacted] chose to have the vehicle
towed to another dealer, never communicating to Don Jacobs Toyota her concern
or issue
·        
Ms. [redacted] went ahead with repairs on her vehicle
at another dealer, never communicating to Don Jacobs Toyota 
·        
Don Jacobs Toyota never had an opportunity to
hear complaint, make our own diagnosis and confirm all of work that was
performed needed to be done
·        
Don Jacobs Toyota does not feel they are
obligated to pay the full amount of repair bill $868.57
·        
Don Jacobs Toyota is willing, as a one-time
gesture of good will, to refund to customer $434.00.  This amount represents half of what customer
is seeking
·        
This does not imply Don Jacobs Toyota is at
fault nor responsible for any future mechanical repair or otherwise
[redacted] / New Car Sales Manager

Review: I took my 2002 Toyota Camry to Don Jacobs Toyota to replace a leaking brake hose. After their inspection, the service technician informed me the brake line would need to be replaced as well. I agreed to the work and the price. I paid for the service over the phone and later picked my car up off their lot on a Sunday night after they were closed. We had agreed in advance to this.

Upon leaving their lot I discovered my brakes were soft and squishy. I managed to drive the car home. The next time I drove the car it was obvious the brakes were not functioning correctly. I took it to my regular mechanic who correctly diagnosed air in the brake system. He also pointed out the brake fluid reservoir was overfilled by a half inch. He recommended, because of the loss of stopping power and danger associated with that, I not drive the car off his lot. I paid him to flush the brake system and correct the problem.

I contacted Don Jacobs Toyota asking them to cover the cost of the brake system flush. They offered me credit, admitting fault. I was not satisfied with credit, telling them a reimbursement for the cost of a brake flush was a suitable solution to this problem. Their negligence (allowing air to remain in my brake system) cost me money, time and energy. The service technician passed me along to the shop supervisor, Mr. [redacted], who I spoke with several times over the course of a month.

What the supervisor described as "phone tag" seemed to me as avoidance and an attempt to ignore the situation, or at the very least not consider it a priority. I would call, leave a message, call again two days later, leaving a message that said: "I called on Thursday. It is now Saturday afternoon. I have given you two days to return my phone call. Please make this a priority and return my call so we can resolve this issue." That pattern went on for most of the month. Our last conversation ended with the shop supervisor, Mr. [redacted], recanting the offer of credit and offering me an apology. As I attempted to negotiate with him, the call was dropped. I immediately called him back, three times, each time receiving no answer, despite the fact I was talking to him just seconds before.

At that point, I informed him, via his voice mail, I would be filing a complaint with the Revdex.com. I have not heard from them since. After this experience, based upon the faulty brake work and almost more importantly, their system, or lack there of, for handling problems with customers, I believe they have take advantage of me and have cost me money based upon their failure to perform work correctly.Desired Settlement: A check covering the cost of the brake flush, as listed on the invoice from my mechanic and faxed directly to the shop supervisor at Don Jacobs Toyota for: $87.20

Review: I bought a 2008 Toyota Prius from Don Jacob's on October 21, 2015. 18 days later it died while I was driving. I had it towed to a different Toyota dealer, where a new gas tank was installed. I went to Don Jacob's on November 16, 2015 and explained what happened. I showed the "Wisconsin Buyer's Guide" list of things on the car which were to be inspected before they had sold the car. Fuel system is listed and defined as including "tanks, pump, carburetor or injector system". I was told that they could do nothing for me because I took the car to someone else for repairs.

Business

Response:

RE: [redacted] /

2008 Toyota Prius – Gas Tank

·

Ms. [redacted] purchased a Used Toyota 2008 Prius with

over 148,500 miles on it on 10/21/15

·

A vehicle such as this is and was sold: AS-IS – NO WARRANTY. This was clearly marked on the Wisconsin

Buyers Guide and additionally added to the purchase contract under “Conditions

of Sale”, which Ms. [redacted] signed. (see

attached Purchase Contract)

·

Fuel System was marked correctly on Wisconsin

Buyers Guide at time of Inspection as “Legal”.

This is self-evident because her vehicle performed correctly at time of

sale and for the duration customer owned the vehicle (almost 3 weeks)

·

Under Wisconsin law, dealer, (Don Jacobs Toyota)

is not responsible nor obligated to repair an AS-IS / AS SHOWN vehicle once it

is delivered

·

Ms. [redacted] chose to have the vehicle

towed to another dealer, never communicating to Don Jacobs Toyota her concern

or issue

·

Ms. [redacted] went ahead with repairs on her vehicle

at another dealer, never communicating to Don Jacobs Toyota

·

Don Jacobs Toyota never had an opportunity to

hear complaint, make our own diagnosis and confirm all of work that was

performed needed to be done

·

Don Jacobs Toyota does not feel they are

obligated to pay the full amount of repair bill $868.57

·

Don Jacobs Toyota is willing, as a one-time

gesture of good will, to refund to customer $434.00. This amount represents half of what customer

is seeking

·

This does not imply Don Jacobs Toyota is at

fault nor responsible for any future mechanical repair or otherwise

[redacted] / New Car Sales Manager

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I went to Don Jacobs Toyota with a Check Engine light for the EGR and Evap system codes.

Goodyear had referred me to the dealership because they thought the PCM (Powertrain Controller Module) computer was defective. Jacobs Toyota said my modulator was burnt and the EGR valve was clogged. They charged me $500 to replace those two parts but the next day the Check Engine light came back on. I made another appointment and after 6 hours of waiting they said my PCM was bad. They said to either buy a new PCM for $1550 or get a new car. I eventually had the PCM replaced at a certified repair shop for many hundreds less than what Jacobs wanted to charge but the Check Engine light still came back on so the PCM that they said was "bad" apparently also wasn't causing the problem.

They unnecessarily replaced two parts at a high cost that weren't causing the check engine light and also said my PCM was defective but later that proved not to be the problem either. I paid $500 to leave with the same problem that I drove in with and the final diagnostic conclusion was also wrong.Desired Settlement: I want them to acknowledge that their $500 repair (Modulator and EGR valve) was unnecessary because it didn't fix the problem. And their final diagnostic conclusion (bad PCM) was also incorrect because it lead me to replace the PCM at a certified repair shop but that did not solve the check engine light either. I want a refund for the unnecessary repairs they performed.

Consumer

Response:

I have not heard from Don Jacobs Toyota and I am not satisfied with this company's efforts to resolve this matter because they have made absolutely no effort to resolve or explain it.

I went in to purchase a 2006 Lincoln Navigator. I test drove liked it put a deposit down I was already approved for financing when I got there gave them the packet and they never called or followed up with the bank.They made me pay a higher deposit because they did not like the bank im assuming. They told me it would be a couple of days I called and no one returned my calls eventually 4 days went buy I went in to the dealership to see what was going on. I had talked to the bank before I went and they said that they were waiting on the dealer to confirm. The dealer told me that I was not approved and they could not help me. I demanded a refund of the deposit and had to show them proof that it had cleared my account before they gave me any money back. Yesterday 10/27/2014 I recieved a letter from a different bank that approved me also. I called and they told me they where waiting for me to take the vehicle. I informed them that the dealer told me that I was not approved. They told me that the dealers do that sometimes if they want more money down or they want to sell me what they want me to have. Coincidentally the salesman at Don Jacobs asked if I wanted to buy a minivan instead of the Lincoln Navigator. Wow

I took my Rav4 in for a recall and upon leaving, Toyota informed me that my water pump was leaking and loud and my exhaust was all rusted. My car has only 4100 miles on it so I didn't believe them and took my car to my own mechanic. Upon inspection of my car, my mechanic could find nothing wrong with the water pump or the exhaust system. He said they looked brand new.
Toyota blames me for not driving the car enough and says condensation formed causing rust. However, no rust is visible and mechanics say that can't happen.

Review: I went in a week ago and the guy had me sign some formal paperwork with my girlfriend and her mother. the guy said "if financing doesnt work out we can refund your 100 bucks each for the down payment" so I put down 100 and her mom put down 100. now when I called him he said whatever I signed said I have to pay a 5% thing on the car which totals to 800 bucks. I read that thing top to bottom it said NOWHERE THAT I HAD TO PAY a 5% fee if financing fell through and I had to back out. now there using scare tactics harassing me and trying to force me to get a car I dont want or need anymore. its putting strain on me my jobs my family and my relationships in great strain.

ps I have a relative whos a car dealer and he told me they have to give it back to me. and that the 5% is a bunch of hooey and there trying to scare me into it.Desired Settlement: I want my credit card and my soon to be mother in laws credit card refunded. I want a handwritten apology and someone needs to get suspended. I work in customer service and I sure as hell wouldnt threaten them or scare them into anything let alone do that and STILL be able to keep my job. being 24 and going into my first car loan this exp has highly affected me on ever trying this again or even going to ANY CAR DEALER EVER!

I purchased a van on 11/11/13. [redacted], the sales person, said he would order touch up paint and a missing wrench as part of the deal. Three weeks later I contacted [redacted] sales manager, that I did not receive the paint or wrench. He said he would talk to [redacted]. I got a chip on the van and bought paint at a different dealership. I asked [redacted] to reimburse the money spent, and he would only give me a credit for use at their dealership. I told [redacted] that I will have my car serviced at a different dealership so his credit is worthless to me. I learned that Don Jacobs Dealership has no interest in working with their customers after they have bought a car there.

I was an established customer of Don Jacobs Toyota for 6 years, or 2 lease terms. I leased my first new vehicle after graduating with a 4 year degree from Don Jacobs and another after that. I assumed with my first 2 lease terms, although my credit score and financial security was increasing slowly, that I was paying a higher rate for my vehicles solely due my situation. I thought "well, it will be much better next time around when I have raised my credit score and chipped away at some of my student loan debt."
I recently went in to the dealership after being called by one of the dealers who asked me if I would like to turn in my vehicle early for a new lease. He told me that Don Jacobs would take care of my remaining payments and that I could get a much better rate on a new vehicle. I had just bought a home and as result, my credit score was lower. Anyone who has purchased a home knows that usually upon assuming a mortgage loan, your credit does dip until a few payments have been made. I explained my situation ahead of time and went in knowing my credit score, budget, and what I was looking for in a vehicle and lease deal. It was apparent that the dealer had little interest in meeting my needs in terms of budget. I was frustrated that even after I explained what I could afford to pay each month and told him explicitly that I did not want to see or drive vehicles for which I could not get an affordable lease, he tried to push exactly that on me and I explicitly said that I did not want to test drive the vehicle and asked to test drive the model that would work with my budget. The dealer brought the upgraded model anyway and did not tell me that I was test driving the model I asked not to be shown and knew I could not afford until we finished the test drive. I was obviously let down and very disappointed. I felt as though I had repeated myself ad nauseam regarding my budget, what I could afford for a down payment, and what I needed versus wanted in a vehicle.
When I did get to test drive the model that I expected was within my budget, I was ready to move forward with negotiating a lease. By this point, we both should have been very clear on what I could afford. The dealer gave me a price that was absolutely unrealistic and out of my budget and then wasted my time by game-playing. We all know what to expect at a car dealership to some degree, because after all, it is still a business- I get that... But what disappoints me to the point of recommending that no one go to Don Jacobs is the manipulating that I was put through. The dealer set me up to be disappointed from the start, continued to push a lease and vehicle I could not afford, and wasted my time going back and forth to the credit manager, yet continuing to come to me with outrageous numbers. The dealership credit manager even played a role in the manipulation. She came with a copy of my credit score and notes on a paper and appeared to be genuinely interested in helping me. She must not have tried very hard, or perhaps not at all, to get me a better rate for my lease, because both she and the dealer continued to come back with numbers I could not work with. In the meantime, I consulted with another dealership, which turned out to be totally the opposite. They listened to me and had no issue getting me the pricing I asked for. It was effortless.
When I returned a message from the dealer and Don Jacobs, explaining that I had found a deal that suited my needs elsewhere and thanking his for his time, he proceeded to try to guilt me by going on about the time he spent on me. It was appalling after everything he and the credit manager had done to try to manipulate me.
The entire process at Don Jacobs took 2 weeks, wasted 4 hours of my time spent at the dealership, and was a fruitless effort resulting in many phone calls and text messages. This was a dealership I had been with for years, and to know that they've likely taken advantage of me for that entire time is so disappointing. I can't imagine a person who needs a car more desperately than I did enduring this and not getting taken advantage of, and that is why I wanted to write this cautionary review.