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:06/17/2025

  Type:Billing 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 placed a 500 dollar deposit on a Corvette with Jacobs Mitsubishi through their Tekion payment portal on June 12, 2025. I had every intention of finalizing the purchase. This wasnt an impulsive decision. I was committed and trying to make the financing work. After being pre-approved through my lender, I spoke with the manager, *****, about my terms. Once I explained I couldnt move forward with a 48 month loan due to affordability, I informed him I couldnt complete the deal. Thats when everything changed. ***** said the deposit wouldnt be refunded because they had held the car. I spent the next 25 minutes on the phone with someone who showed no empathy, ignored the good faith I had shown, and chose to guilt trip me. This isnt just about money. Its about how I was treated. I never signed a buyers order, never received the car, and never agreed to a non refundable deposit. *** submitted a charge dispute with my bank and hope this holds the dealership accountable.

  

  Business Response

  Date: 06/17/2025

  Thank you for bringing this matter to our attention. At Jacobs Mitsubishi, we take all customer concerns seriously and are currently reviewing the details of your experience. We understand the importance of transparency and respectful communication during every step of the car-buying process.
  We are actively looking into this situation, including the deposit and all related interactions, and will get back with you shortly with a resolution. Please rest assured that we are committed to getting to the bottom of this and ensuring all policies are clearly understood by both parties.
  We sincerely appreciate you reaching out and giving us the opportunity to address this. Your businessand your future businessmatters to us.

• Initial Complaint

  Date:01/28/2025

  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.

   
  Complaint: 22864696
  
  I am rejecting this response because:
  

  The key fob was approved by ******* and it was programmed and completed on 2/27/25. While I was there I inquired about the driver's door seal they told me it will be $140.00 to fix which should of been in good condition before I even bought the car I am disappointed pointed that the car apparently wasn't even inspected before it was sold.

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

  

  Business Response

  Date: 02/18/2025

  Thank you for reaching out regarding your concern about the key for your 2017 ******* Accent. We appreciate the opportunity to clarify this matter.
  At the time of sale, the vehicle only came with one key, and there was no additional key or key fob noted on the "We Owe" document. We certainly understand the convenience of having a key fob, but any additional items not included at the time of sale would have been reflected in the vehicle's selling price. If we had provided an additional key fob prior to purchase, the total cost of the vehicle would have increased accordingly.
  That said, we value you as our customer and would like to offer a 10% discount on any new keys or accessories you may wish to purchase. Our service department would be happy to assist you with ordering and programming a key fob at a discounted rate.
  Please let us know how you'd like to proceed, and wed be happy to assist. We appreciate your business and hope youre enjoying your new vehicle. Have a wonderful day!

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22864696
  
  I am rejecting this response because:
  

  The key fob was approved by ******* and it was programmed and completed on 2/27/25. While I was there I inquired about the driver's door seal they told me it will be $140.00 to fix which should of been in good condition before I even bought the car I am disappointed pointed that the car apparently wasn't even inspected before it was sold.

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

• Initial Complaint

  Date:12/23/2024

  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.

  Jacobs Mitsubishi changed the purchase contract price we had agreed upon after they had taken my vehicle as a trade in.They gave me this story that they had computer issues and had lost the contract. That they were going to rewrite the contract. They further pulled my credit a SECOND TIME without my authorization. Once I saw what the new contract was, I told them it was not the deal we had agreed upon and I was no longer interested in the deal. Then they emailed me a new contract, however on the second page the interest they wrote was a lot higher and the total monthly payments had also increased. I called them up again and told them none of the numbers they wrote on the rewritten contract were what I had agreed to. I told them to take their car and give me my car back.That is when the Brazilian sales told me that my car had already left to be auctioned and I had to pay them $3,000.00 if I wanted my car back. I I would not pay any amount for them to bring the car to the dealer.I waited on their call to pick up my car and return the one they falsely tried to sell **** then received a written message from ****** that if I didn't return the car they would report it stolen! Yet not a word about returning my car.****** went as far as telling I would be deported. Let me make it clear, that simply because my English is limited doesn't mean I can be conned nor will I be intimidated as I have all legal and proper documentation to be in the ***. Trying to intimidate buyers and switching contracts while increasing the interest and monthly payments is dishonest and illegal.I did return their car which I even video taped in fear that these crooks would deny that I returned ***** has now been 12 days and my car has not been returned to me. I need my car back. My credit is being affected as Jacobs Mitsubishi have maliciously tried to con me.Translated by ***** ****** on behalf of ****** *********.

  

  Business Response

  Date: 01/13/2025

  Thank you for taking the time to share your concerns with us. We truly regret any frustration or inconvenience you have experienced. Although we stand by our sales and financing process, we want to clarify what transpired and assure you that our team is doing everything possible to help resolve this situation quickly and fairly.
  Regarding the Financing and Contract:
  When you purchased the vehicle, our team obtained a preliminary approval from the bank. Unfortunately, after reviewing the deal, the original lender ultimately declined to fund the loan. It is rare, but lenders do sometimes change their decision during underwriting. We then offered to re-submit your application to a different bank, but we understand you did not want to proceed with another financing option.
  Regarding Your Trade-In:
  Because the original lender did not fund the deal, and you chose not to move forward with alternate financing, we began the process of returning your trade-in. Unfortunately, as we had already moved forward with the disposal process, your trade-in was sent to auction. Our Director of Sales is actively working to get your vehicle back from the auction site. We sincerely apologize for any delays and appreciate your patience while we continue to navigate this process.
  Addressing Inappropriate Comments:
  We take all allegations of threatening or disrespectful language very seriously. We are a family business and have a zero-tolerance policy for any behavior that undermines our commitment to excellent customer service. Our *************** team is investigating the matter to ensure that all communication from our staff reflects the respectful, professional standards we value.
  Next Steps:
  Our Director of Sales will stay in close contact with you regarding the status of retrieving your trade-in.
  We will continue to investigate any reported inappropriate comments or threats made by our staff.
  We remain committed to reaching a fair and timely resolution.
  Thank you again for bringing these concerns to our attention.

• Initial Complaint

  Date:12/02/2024

  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.

   
  Complaint: 22622349
  
  I am rejecting this response because: the website clearly states in bold writing, FREE home delivery anywhere in the state of **** after you pick the vehicle and finalize a price. All 3 stipulations were met. (Attached pictures of the website), Not in any of the paperwork I signed or on the website does it state it has to be at the advertised price. 
  A price was finalized and I wired the entire amount. 
  The salesman (****) even stated to me that he would deliver it himself if he had too.
  Again, at no time was I told the delivery was denied during the sale only after the money was wired in full. I was also told that my gas to come get the vehicle would be covered! Only to be lied too once again by some woman named *******! The price was agreed on and the website clearly states free delivery! Nothing but lies!!!
  
  Sincerely,
  
  ***** *******ebsite it clearly states (after the sales is finalized) FREE delivery anywhere in the state of *******. LIE #1... After being told that the vehicle would NOT be delivered, I again was asked if I wanted a $43,000.00 refund (several times). I advised this woman I would come get the vehicle from *********** Fl. (a 7 hour drive). I asked that my gas and lodging be paid for my inconvenience. I was told by this same woman, and I quote, "I will pay for your gas but not lodging"! I accepted and told her I would be there the following day to pick up my vehicle. Well upon to arriving to pick up the vehicle, I was DENIED any gas or lodging compensation whatsoever by this woman! LIE #2.She stated "I filled the purchased vehicle up", which I was told by my salesman that is standard on all sales.Never have ever. She knew we were talking about my having to travel to pickup the vehicle. I would like compensation for my travel and time to have to pick up my vehicle.

  

  Business Response

  Date: 12/02/2024

  Thank you for reaching out and sharing your experience with us. We sincerely apologize for any frustration or miscommunication that occurred during your vehicle purchase.

  To clarify, we discounted the vehicle for you, resulting in a negative gross deal. Because of this, we were unable to assist with transportation costs. This should have been clearly explained at the time of sale, as the free shipping policy applies to vehicles purchased at the listed online price. However, the discount you received exceeded the cost of shipping, ensuring you still got a great overall deal.

  We deeply regret any unprofessional interactions you experienced with our staff. Please rest assured that we are conducting an internal review to address these concerns and ensure such situations do not happen in the future.

  We truly appreciate your business and hope to have the opportunity to serve you again in the future under better circumstances. If you have any further questions or concerns, please feel free to reach out to us.Thank you for your understanding.

• Initial Complaint

  Date:07/16/2024

  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.

   
  Complaint: 21998293
  
  I am rejecting this response because:

  Business stated that my son CHOSE to drive the car back. As I have stated in the past... They told him he HAD to drive it back even after I told them it wasn't safe and my son had immediately pulled off the highway into the turn lane. I specifically told the woman behind the service desk that they needed to go get the car and figure out what they did wrong. The manager said he HAD to drive it back and gave me a back road route to drive back to the shop. As stated... the problem of brakes sticking is not caused by "old, dark brake fluid". Three mechanics, including a master mechanic have stated that the stuck brakes can be caused by improperly installed stop lamp switches which was the recall that the car was in there to have done.

  I did raise my voice because they insisted that it was not their fault even though the car had no other mechanical issues before going into the shop for RECALLS. This business has continued to lie and obfuscate their culpability at every turn. Even though I have had two confrontations with the same "Manager" they refuse to name him so he can be held accountable. Nobody from the dealership has returned one call or email about the situation. They only responded to a bad online review with a form letter reply to call but the phone is either not answered or any messages I leave are ignored.

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

  further research, we discovered that over-tightening the stop lamp switch, which was one of the recalls addressed, could cause the exact problem we experienced. I contacted Mitsubishi *************** in *********, which opened a case and asked me to work with the dealership to resolve the issue. They also stated that the dealership should have towed the car back, as all damage could have been avoided. I believe the resulting damage to the brake system should be remedied by the dealership.This complaint is to address the negligence and poor service provided by Jacobs Mitsubishi, resulting in severe damage to our vehicle and potential danger to our safety. We request immediate action to resolve this issue and hold the dealership accountable for their actions.

  

  Business Response

  Date: 08/07/2024

  Dear ********,

  Thank you for your feedback. We have thoroughly reviewed the situation regarding the service performed on July 11, 2024, at Jacobs Mitsubishi and wish to clarify the events and our findings.

  Service and Diagnosis:
  Your son brought the vehicle in for three recall services and requested a diagnostic check on the check engine light. The recalls were completed as required, and a diagnostic was performed, which revealed several issues unrelated to the recalls, including:

  Damaged fuel tank temperature sensor.

  Cracked gas cap gasket.

  Several CAN bus-related codes, likely due to an aftermarket installations.

  Low coolant levels, indicating potential underlying issues.

  We provided your son with the diagnostic results and recommended several maintenance and repair actions, which he declined. Contrary to the claims made in your complaint, there was no in-depth diagnostic or inspection requested or performed on the brake system during this visit.

  Post-Service Incident:
  After leaving the dealership, your son reported that the vehicle wouldnt accelerate beyond 10 mph and that the brakes were stiff. Despite this, rather than requesting a tow, he chose to drive the vehicle back to the dealership, which we strongly advise against in such situations. Upon return, the vehicle exhibited signs of significant brake wear, including a strong smell of burnt brake pads.

  Our technicians inspected the vehicle and confirmed that the brake pedal switch was functioning correctly, contrary to your assertion that it was over-tightened. Further inspection revealed that the brake fluid was overfilled and dark, suggesting a lack of regular maintenance, which likely contributed to the issues experienced.

  Customer Conduct and Resolution:
  Its important to note that during this process, our staff was subjected to inappropriate behavior, including yelling and accusations. Despite this, our team remained professional and offered to perform additional diagnostics at no charge, which was declined.

  Given the lack of maintenance observed, aftermarket modifications, and the refusal to allow further inspection, we firmly believe that the issues experienced were not caused by the services provided at Jacobs Mitsubishi. We stand by the quality of our work and the professionalism of our staff.

  We are prepared to work with you to address any legitimate concerns regarding the vehicles condition. However, it is crucial to recognize the role that maintenance and external modifications may have played in this situation.

• Initial Complaint

  Date:06/06/2024

  Type:Product 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.

   
  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.
  
  Sincerely,
  
  *************

  

  Business Response

  Date: 06/20/2024

  Thank you for reaching out and for being a valued customer of **********************. I will coordinate with our accounting team to expedite your warranty cancellation request and ensure it is properly processed and refunded to the bank. Thank you again for your trust in us, and I hope you have a wonderful day.

• Initial Complaint

  Date:06/06/2024

  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 bought a truck from them for my sons 18th birthday present. I signed all paperwork and denied all extra coverage. They called me back 2 days later and told me they had a bank that gave me a lower interest rate and I needed to come back in to sign paperwork to take advantage of the lower interest rate. When I came back in to sign paperwork they snuck a maintenance plan on the new paperwork without telling me. I called them once I noticed this and they said they would cancel it and refund me and I had to send a email to a lady named ***** I believe and they would issue the refund check. This has been going on and I have been getting the run around for over 2 months. I have been advised to start here. They lied to me multiple times and should not be allowed to do buisness if this is their model.

  

  Business Response

  Date: 06/13/2024

  Dear ******************,

  Thank you for being one of our valued customers. I apologize for any delays in processing your request. I have spoken with the General Sales Manager (GSM), and I am pleased to inform you that your request has already been processed and resolved. We greatly appreciate your business, and please don't hesitate to reach out if you need any assistance in the future.

  Have a wonderful day!

   

• Initial Complaint

  Date:05/20/2024

  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.

   
  Complaint: 21733630
  
  I am rejecting this response because:

  I had to pay $2400.00 to have the front end painted and repaired.  This company should stand behind a defect like this.  Its unconscionable and wrong.  Id like them to pay for the cost to make this right.  All I did was drive the car.  Thats it  They sold me a lemon.  They might not have known it, but it cost me $2,400.00!!!  Thats criminal, in my book  

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

  

  Business Response

  Date: 06/13/2024

  Dear ******************,
  
  We are sorry to hear about your concerns with your new vehicle. After reviewing the photos and the deal jacket, we did not see any damage at the time of sale, nor was there any documentation indicating that repairs were owed.
  
  Unfortunately, issues can sometimes arise during long trips, such as from ******* to ********, that *** not have been noticeable initially. Fortunately, if the problem is limited to the bumper, repairs should only cost a minimal amount to repair.
  
  We hope you still had a great overall experience. We value you as a customer and look forward to serving you in the future.
  
  Best regards,

  *******************

• Initial Complaint

  Date:04/08/2024

  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.

   
  Complaint: 21544837
  
  I am rejecting this response because:The DMV person that I dealt with had the same situation and went to the dealer and received a $255.00 refund.I was a Franchise dealer in the 70's with 2 Dodge dealerships and one GM, and I know this is all BS, but just adds additional profit to the deal.I thought all these Dealers that operated this way were put out of business.(think *********************) who had to sell and move to Ga.This on top of a $1200.00 predelivery(outrageous cost)
  I had to spend $7000.00 on the car to get in the mechanical shape that it should have been in( I have been offered 30K for the car) but I will never sell it. I know all the dirty little tricks some dealers use, but I never did.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/08/2024

  Dear ********************,

  Thank you for reaching out to us. We've thoroughly reviewed your account and the charges related to the tag transfer process. In *******, acquiring new tags, including license plates and registration, typically exceeds $400. Your invoice shows a charge of $82.35 for license plate registration, while the additional $225 represents the agency fee for processing the tag on your behalf.

  It's common practice for large dealerships like ours to utilize agencies for tag and registration processing, which incurs associated fees. We hope this clarifies any questions or concerns you may have had regarding the charges.

  We truly value your business and are grateful for your purchase of the 2006 Lexus. We trust it will bring you joy for years to come. Should you require any further assistance, please don't hesitate to reach out. We are committed to providing the best possible service to all our customers.
  Thank you once again, and have a fantastic day.

  

  Business Response

  Date: 04/11/2024

  Thank you for reaching out. Regrettably, the landscape has significantly evolved since 1970, necessitating the integration of costly technology to optimize our vehicle sales across multiple dealerships. While we occasionally yearn for the simplicity of bygone days, characterized by agreements sealed with a handshake and a written contract, we are committed to adapting to the demands of the modern era.

  Our foremost aim remains your satisfaction with your vehicle for years to come. Should you require any assistance or repairs in the future, please don't hesitate to reach out. We are dedicated to serving you and ensuring *************** needs are met with utmost care and attention.

• Initial Complaint

  Date:04/02/2024

  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.

   
  Complaint: 21517763
  
  I am rejecting this response because:

  The unprofessional manner in which ******** represented herself to me was rude. The unprofessional manner with which ****, the general sales manager presented himself was also rude. Not adequately explaining why he denied sending an email with his name on it, begs the question as to his credibility. Denying that he received an email from me sent to his email that was sent to me speaks volumes about their lack of full disclosure and more concern about shielding themselves from criticism.  ************** that the dealership earns which is $2800 on a $4000 premium is also totally unjust towards the consumer.  That information, as stated in the complain was given to me by a PNC Finance Manager we've known for several years.  ******** explained to my wife and I that she represented PNC also and stated she could beat our rate of interest, albeit the fact that she did not know what ours was at the time. Clearly, ******** exhibited no business acumen and no integrity.

   

   

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

  return email saying mine was undeliverable. **** at no time wanted to take ownership of these issues and continued to obfuscate. I was u unequivocal when I explained to **** that I was a State Farm agent for.42 yrs. and insured several thousand policyholders. My team members were all licensed by **************** and we're required to attend ******************** classes. I stated his employees should be required to do the same thereby attaing some degree of product knowledge. Also, before I met with **** for the first time, ******** explained that **** the sales manager was terminated for having invited my wife and I in when she wasn't there. I explained that proved my point that **** lied about not having received and read my email since those facts were only stated in email to him. Last of all, our personal rep at PNC bank stated that $4000 warranty that I purchased and canceled netted dealership $2800. These are all reasons to do business with these people at your own peril.

  

  Business Response

  Date: 04/08/2024

  Dear ****************,

  Thank you for reaching out to us with your inquiry. Following your query, we conducted thorough research and reached out to other Porsche dealerships in the vicinity regarding Axiom Warranties. We found that all of them, with the exception of ************, continue to accept Axiom Warranties.

  It appears that ************ has recently altered its internal procedures, opting to exclusively promote their own products, thereby deviating from the customary practice observed by 99% of dealerships, which generally accept third-party warranties without reservation. For instance, within our dealership group, we readily honor warranties from all third-party providers, as long as we are compensated for the services rendered.

  This departure from the norm by one dealership is rather unusual and its rationale remains unclear. In light of this, we strongly advise bringing your vehicle to us for any warranty-related matters. Doing so ensures that all necessary procedures are adhered to accurately when processing claims with the warranty provider. Moreover, our existing business relationship with the company enables us to expedite the claims process, thereby minimizing any inconvenience.

  We trust that this additional information addresses your concerns satisfactorily. Please feel free to reach out should you require further assistance. Wishing you a wonderful day, and we eagerly anticipate the opportunity to serve you in the future.