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:07/15/2025

  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 just purchased a 2022 Traverse from Jacobs Mitsubishi today, 7/14 and I discovered a serious safety issue the second row seatbelt does not latch and thats where my sons car seat is installed. This is a major safety hazard and I need this resolved tomorrow 7/15 at 9am since my car will be getting serviced for the dent on the trunk. A functioning seatbelt is not a negotiable item its a federally mandated safety component. Additionally, I hear a whistling or whining noise when backing up and turning the steering wheel, like when Im parking. This noise is concerning and I am unsure if its related to the power steering, transmission fluid or another mechanical issue. I am currently pregnant with twins and have a toddler, so it is critical that the vehicle I drive is mechanically safe and sound. These issues must be addressed immediately.

  

  Business Response

  Date: 07/15/2025

  Thank you for bringing this to our attention. Your safety and satisfaction are extremely important to us. Please reach out to our service department so we can address the seatbelt concern right away and thoroughly inspect the other items youve noted.
  We also want to mention that, upon review of your purchase, we see that all service contract options were declined at the time of sale. We always recommend these protection plans to help cover unforeseen issues both now and in the future.
  That said, our team is here to help. Please contact service at your earliest convenience well do our best to assist you.
  We appreciate your business and look forward to assisting you.

  Customer Answer

  Date: 07/16/2025

   
  Better Business Bureau:
  
  I spoke to a director (# ************) and ********* who are going to fix all the issues at zero cost and pick up my car at home and give me a loaner car until the issue is fixed. You may close BBB complaint ID ******** as Im satisfied with the outcome. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:06/05/2025

  Type:Sales and Advertising 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 04/21/2025 I purchased from JACOBS ****************************** WESLEY CHAPEL a 2017 Porsche 718 S for 44k USD. Over the phone before I drove to the dealer they said I could pay the balance ( remaining balance after my trade in) using my credit card, altough getting to the dealership they changed their narrative and said I would have to Wire the cash and wait for up to ************************************************************************************************ order to drive the car same day. I did the finance option, once I got the financing details I payoff the balance and got a letter from the bank stating that the dealer never submitted to them the car Title. The bank issue a letter informing that and with the release of the lien on my title, also recommended me to check with DMV. After vising the *** today 06/05 I was informed that the Dealer never submitted the Title to them and that I should contact the dealer to clarify. I'm trying to contact the dealer since I got the letter from the bank on 05/27 and never got any answer back from them. Contact the dealer again on 06/05 after leaving *** and still waiting for an answer, why they are holding my title.

  

  Business Response

  Date: 06/16/2025

  Thank you for bringing this to our attention, and we sincerely apologize for any inconvenience youve experienced.
  We understand your concerns regarding the delay in receiving your vehicle title. Please know that we use a third-party tag agency to process all of our titles and registrations, and while this typically allows us to handle transactions efficiently, there are unfortunately times when unexpected delays can occur.
  We have already contacted our tag agency and have confirmed that your title is being finalized today. We are actively working to expedite the process and ensure everything is completed as quickly as possible.
  Again, we apologize for any frustration this may have caused. Your satisfaction is important to us, and we are committed to resolving this matter promptly. Please dont hesitate to reach out directly if you have any additional questions or concerns.
  Sincerely,
  Jacobs Mitsubishi Wesley Chapel
  Management Team

• Initial Complaint

  Date:03/18/2025

  Type:Order 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.

  My wife and I bought a used car with the dealer Jacobs Mitsubishi of Wesley Chapel on October 17th. We were told that we can buy an extended warranty that will take effect after the manufacturer warranty. We were lied about that. The extended warranty took effect on 10/17. When we realized that we were played since the car had still a manufacture warranty we decided to cancel the extended warranty contract with ********. The contract was cancelled on November 27th and the dealer was supposed to send the reimbursement check to our lender ***************. Since we cancelled the contract we should receive full reimbursement. Since November 27th the dealer hasnt send the check and we have paid the contracts.

  

  Business Response

  Date: 03/18/2025

  Dear Mr. ********************** you for reaching out and sharing your concerns regarding the extended warranty associated with your vehicle purchase from Jacobs Mitsubishi of Wesley Chapel on October 17th. I understand that there may have been some confusion about how the extended warranty integrates with the manufacturers warranty, and I appreciate the opportunity to clarify this for you.
  
  Extended warranties, often referred to as wrap warranties, are designed to provide comprehensive coverage by extending protection beyond the manufacturers warranty. Instead of waiting for the manufacturers warranty to expire, a wrap warranty supplements it by covering additional components that may not be included in the original warranty. This means that from the date of purchase, your vehicle benefits from broader coverage, ensuring peace of mind for a longer period.
  
  For instance, while the manufacturers warranty might cover specific powertrain components, the wrap warranty can extend to other parts such as electrical systems, air conditioning, and more. This combined coverage ensures that you are protected against unexpected repair costs right from the start.
  
  Regarding the cancellation of the extended warranty on November 27th, the process typically is automated but we will check on things to make sure the api is working correctly. We understand the importance of timely processing and are committed to ensuring that all necessary steps are taken to expedite this matter.

  We value your business and aim to provide transparent and comprehensive information to all our customers. If you have any further questions or need additional clarification on how the warranty coverage works, please do not hesitate to reach out.

  Thank you for bringing this to our attention, and we look forward to resolving your concerns promptly.
  

  
  

  Customer Answer

  Date: 03/30/2025

   
  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,
  
  ******** Barillon

• Initial Complaint

  Date:12/27/2024

  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.

  Transaction took place on 12/21/24. I recently purchased a used ******** CT5 from Jacobs. While I will say that the salesman (******) was great, I would still be very leery of purchasing anything used from this dealership. They claim that all of their used vehicles are thoroughly inspected, and the safety of their customers is their top priority, but after bringing my new purchase to my local ******** dealership to be looked over, that was found not to be the case. The primary reason I took my new purchase to my local ******** dealership was to get the oil changed even though Jacobs put on that Carfax that this was done by them. They did offer to change the oil for me since it was not done, but this was several days after the fact and after I brought it to their attention that it was claimed to have been done and wasn't. I live over an hour away from Jacobs and I was not going to drive that far for an oil change that should have been done in the first place. Once at my local ******** dealership, I mentioned a concern with my suspension as it felt the car rode very hard. After the tech put the vehicle on the lift, they called me to the back to show me what was causing the issue. All four of the tires on the vehicle were completely worn on the inside with one ready to start showing the tire cords. 3 of the 4 had small chunks of rubber missing. The tech and service advisor said it was a good thing I brought it in because it would not have been long before I had a tire failure. Remind you, I picked up the vehicle less than a week ago and only drove approximately two hundred miles. For a dealership that pushes safety and thorough inspections of used vehicles, this is clearly not happening and if an inspection was done and they allowed a vehicle with tires in this condition to be sold, they truly do not care about anyone's safety.

  

  Business Response

  Date: 12/28/2024

  Thank you for taking the time to share your feedback regarding your recent purchase of the ******** CT5 from Jacobs. We are pleased to hear that ****** provided you with great service during the sales process. At Jacobs, we are committed to ensuring that all vehicles go through a comprehensive inspection prior to being offered for sale. However, as part of purchasing a pre-owned vehicle, we always recommend that customers perform due diligence, such as having the vehicle inspected by a trusted mechanic, to ensure it meets their individual standards and expectations. Regarding the concerns you raised: Oil Change: Our records indicate that the oil change was completed prior to sale based on our standard procedures. However, we understand that you opted to have this service performed again at your local ******** dealership. While we extended an offer to address the matter, we understand and respect your decision to handle it elsewhere for convenience. Tire Condition: The safety of our customers is of utmost importance, and we regret to hear about your concerns regarding the tires. While we do our best to identify and address any issues during the inspection process, we cannot account for every condition that may develop after the sale or due to driving conditions. As with all used vehicles, we recommend routine maintenance and inspections by qualified professionals to ensure ongoing performance and safety. We appreciate your feedback, which helps us continually review and improve our processes.

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22736945
  
  I am rejecting this response because:
  

  Your records indicate that an oil change was done, however, I confirmed with ****** (who confirmed with the service manager) that the oil change was not in fact done and it was supposed to be prior to releasing the vehicle.  They marked that it was to be done, but it was not.  Again, this was confirmed via your own employees.  I became aware of this because the oil percentage was still showing less than 100%.  As far as the tires, they did not deteriorate like shown by me driving from Wesley Chapel to *******.  Those tires were in their current condition from years of use without any rotation or alignment.  There is zero reason this was missed, or the vehicle should not have been sold before replacing them.  Your dealership and service department failed miserably.  Do not put this on anyone other than the individuals working there.  A refund for the cost of new tires should be issued. 

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

• Initial Complaint

  Date:08/15/2024

  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.

  I purchased a vehicle from this dealer 2/6/24 for $42,656.44. They tacked on $7,324.66 of various warranty products (service contract, maintenance plan, key replacement, ************ and GAP). When I attempted to take advantage of the service contract, the warranty company had no record of me or my vehicle. On 2/16/24 I contacted the finance manager, *********************, to cancel all services. He told me to put my request in an email and that the cancelation process would take a few weeks and the refund would go to the bank.On 8/12/24 I contact my bank to find out that a refund check was never issued. I contact the dealer for an explanation and I was told to resend the cancelation email and they would take care of it. I then contacted the warranty administrators for all 5 of the services I had paid for. None of them had any record of me or my vehicle. 4 out 5 told me that the contact #'s I had in my possession never existed and 1 told me my contract was in someone else's name and attached to a different vehicle.On 8/14/24 I was contacted by ********************* from Assurant (warranty company) and was told that the selling dealer never submitting the paperwork to put my contracts in force.This dealer has committed fraud, I have been paying for services that I never received and a resolution is needed.

  

  Business Response

  Date: 08/21/2024

  Thank you for bringing this matter to our attention. We apologize for any confusion or frustration you may have experienced.

  As soon as we received your cancellation request it was immediately processed, and a refund check was promptly issued to your bank. We regret any inconvenience caused by the delay in communication from the bank.

  Please allow us to clarify that our process for handling warranty and service contracts is fully automated. Once contracts are generated through our system, they are automatically submitted to the warranty company for processing via an API. This ensures that when you purchase a product from us, it is registered and active. Additionally, our sister company owns these products, with Assurant acting as the administrator. This structure allows us to maintain full control and ensure the highest level of service.

  If there were any issues with the **** a simple phone call to the dealership could have resolved them quickly. We genuinely care about our customers and always strive to do what is right by them. Over the past 20 years, we have grown our customer base substantially by adhering to our core philosophy of treating our customers with respect and integrity.

  We value your business and sincerely apologize for any inconvenience this situation may have caused. If you would like to reinstate any of the products you previously canceled, we would be more than happy to assist you with that.
  Thank you for your continued trust in us. We are committed to ensuring your satisfaction.

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22146292
  
  I am rejecting this response because:

  Your response indicates that you processed a check as soon as my cancellation was received, however this is NOT TRUE.  My cancellation request was submitted 2/16/24, the check was issued to my bank 8/13/24.  You are still failing to see the issue.  There was never anything to cancel.  ******* was charged $6,877.10 for warranty products that I NEVER received.  At no time after I took possession of the vehicle was I under coverage. When I asked for my paperwork, I was refused.  I had to come out of my own pocket for repairs that the warranty I purchased would have covered, but at no time during the past 6 months did the warranty company have a record of my purchase. You state that my products can be reinstated?  They were never instated to begin. You have committed bank fraud and someone will be held accountable.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/22/2024

  I want to assure you that we have always acted with the best intentions. It's important to clarify that we own the warranty, and Assurant simply serves as the administrator. If there was a clerical error, we would have addressed it immediately had we been notified. Your concerns are understandable, but I believe they stem from a misunderstanding.

  As a family business that has grown over the past 20 years, our priority has always been to take care of our customers. We pride ourselves on doing what's right, and our continued success is built on that foundation. We can only grow by ensuring our customers are satisfied, and we have always strived to maintain that trust.

  I hope this clears up any concerns you may have had. If you've received different information from someone else, they may have been misinformed about the actual process.

  We value your business and appreciate the opportunity to serve you. If there's anything we can do for you now or in the future, especially with the purchase of your next car, please don't hesitate to reach out. Wishing you a blessed day!

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22146292
  
  I am rejecting this response because:

  
  I will no longer discuss this issue with Artificial Intelligenceautomated responses. I will be retaining an attorney. 

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

• Initial Complaint

  Date:06/27/2023

  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 purchased a 2017 Chevrolet Silverado from Jacobs Mitsubishi in Wesley Chapel, signing all paperwork Friday June 24th at 4:00 pm. While driving it during the weekend my wife and I almost ended up in an accident traveling down the interstate. When attempting to change lanes especially at highway speeds the truck is completely unstable to the point that its unsafe. Monday morning at 9:00 am I was on the phone asking to speak to someone in management. I relayed the issue and was asked to bring it in immediately when I got off work. I also spoke to *********** and explained that I like the truck but if we cant work out the issue Id rather be put back in my car that I traded in. The salesman told me thats not a problem and we still have your car. Once at the dealership they had two different techs drive the truck and both were able to experience the instability of it traveling. They then told me the cause of the issue was that whoever owned it prior went the cheap route when they modified the trucks height and that I would need to have someone install a better lift on the truck. I explained that I wasnt even aware that anyone had modified anything and immediately having to go pay for a suspension lift on the truck was not an option for me. I explained that Id prefer to just be put back in my original car that I was told is still on their lot. Then the sales manager (***************************) told me that was absolutely not a possibility. He told me that because I signed a contract at the sale, they absolutely would not allow it to be reversed. ****** told me that if I didnt like the ride of the truck I could change the suspension. I explained that its not that I dont like the ride, the fact is that its unsafe. I demanded to speak with someone higher but wasnt given that opportunity. ****** however did speak with someone higher as he walked in an empty office and locked the door so I wasnt able to participate in the conversation. They sold me an unsafe truck

  

  Business Response

  Date: 07/20/2023

  We address customer complaint, one of our technicians inspected the vehicle and found no issues with the truck. We did offer the customer an exchange to a vehicle of his linking with in the same price range. He has expressed no interest in any vehicle available.  We are here to help the customer and would be more than happy to do and exchange if the customer does not feel comfortable with this truck. We can provide inspection sheet for the vehicle if necessary. We also want to make you aware this vehicle was finance through a bank. It has a lien and no down payment was provided at time of purchased. If you need anything else please feel free to contact me at ************.

  Thank you,

   

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

   

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20240081
  
  I am rejecting this response because:

  *************************** actually sent me two choices of trucks to trade with in order to find a safer truck. His first choice didnt fit my needs. His second choice was a good fit. I asked him if it was an even trade and he told me it would be about an additional $2K. I told him I would call him back. I called him back within 5 minutes and told him Id like to do the trade for it. Then ****** told me he made a mistake and it would actually be about another $10K. I dont know how someone can make an $8K mistake unless theyre dishonest. I told him that wouldnt work and we would need to continue looking. After that I made multiple calls, sent multiple emails and texts asking for additional choices, but *************************** refused to take a single call or answer a single message or email. 
  I spoke with *** after reading her reply to my BBB complaint. She said she would help me trade for a safer truck. I actually found a truck in their stock that I would accept. It was priced $4K more than what I originally paid for the first truck but it was important enough for me to be in a safer truck that I was fine paying the difference just to be out of the truck thats VERY unsafe to drive. *** put me in touch with the general manager ***************** who told me he would help me from there. I made the hour trip after work to go see *** and do the trade. I was also ready to put $25K cash down towards the trade since *** mentioned my original deal was a zero down/total finance deal as if it was a negative thing. *** asked for my keys telling me he wanted to take some pictures of the unsafe truck. Then *** drives off in the truck without me to test drive it. No worries. He returned saying he could feel what Im talking about as far as being unstable but that its not that bad and its safe to drive. I offered to take *** for a drive to make sure he felt what Im talking about but I was never taken up on that. *** said that however if I felt unsafe in the truck they would do the trade towards the truck I was interested in and had already test drove myself by this point to make sure there were no issues. I told ********* want out of the unsafe truck. My wife and I will not drive the truck when we have our 4yo granddaughter with us because of how it drives. *** went to work on the figures and told me he would be back. *** came back telling me that because I had put ***** miles on the truck he had to deduct from its value as a trade. I asked even though *** been reporting the issue and trying to get out of this truck since having it less than three days? He told me yes. I do put a lot of miles on a vehicle and thats why I need a safe one to do so. Then *** places a worksheet in front of me showing all figures. They wanted to charge me an additional $9K to do the trade. They wanted to charge me AGAIN for their dealership fees which are actually a scam way of adding about $2K to the sale price shown on all their vehicles. I paid these ridiculous fees the first time. I questioned each of these charges and *** said yes we have to charge those with all of our vehicles sales. With the $25K cash I was offering to pay towards the trade. They still wanted to finance an additional $13K for a truck that was priced at $4K more than the truck I originally purchased. I refused this scam of an offer and grabbed my keys telling ********* guess Im stuck in the unsafe truck you sold me then. I refuse to return to this dealership who have placed my family in an unsafe vehicle and proven their disregard to the fact of it. In all my years of vehicle purchases and ownership of trucks (lifted and unlifted) I have NEVER been victimized at a dealership like this one has done. Ultimately I will get out of the unsafe truck one way or another. Even though Ill eat a huge cost to do so by trading immediately. But I will NEVER give Jacobs Mitsubishi another dollar of mine. Even when they say theyll help, they will only help for more profit! A lot more profit apparently. I feel completely scammed! They absolutely do not care about customer service! They absolutely do not care about your familys safety! *************************** and ***************** are the management Ive dealt with. But both are equally slimy in what they will do to SELL YOU A VEHICLE! Buyers beware. Avoid this dealership at all costs. *** purchased from MANY dealerships throughout my 51yrs but have NEVER experienced this lack of care or help! You are indeed only a dollar sign to them! Shop elsewhere! I told them to cancel my useless extended warranty. Im sure it will be prorated to prove another con! They said they would cancel it immediately. Ive asked for proof of cancellation but have yet to receive anything. 

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