Complaints

This profile includes complaints for Yark Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Yark Automotive Group

  6019 W Central Ave Toledo, OH 43615-1803

  
• 

  Yark Automotive Group

  6141 W Central Ave Toledo, OH 43615-1805

  
• 

  Yark Automotive Group

  9830 Waterville Swanton Rd Whitehouse, OH 43571-9755

  
• 

  Yark Automotive Group

  1377 Conant St Maumee, OH 43537-1609

  
• 

  Yark Automotive Group

  6000 W Central Ave Yark Fiat Alfa-Romeo Toledo, OH 43615-1804

  

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:05/22/2024

  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.

  We took our 2023 Chevy Tahoe with 6,700 miles on it running and drove in to ***** ****** there service advisor there made a appt to have some things programed .. he called me 3 days later and said hey do you know this is leaking coolant and i said wasnt aware of it he told he he'd look into it .. he then called back 1-2 days later and asked where i got the car from Hertz and was there any damage and i said NO there was NOT after he did his leg work he called me and told me they are putting a new engine in under warranty i said thats great news ... 2 weeks later after the motor arrived and unit was in the shop getting to have motor installed ***** called me again and said hey man we have this unit in the shop and notice there is a head bolt that was loose and exhaust bolt that was bent i was like ok we did not touch the unit at all and states since it was tampered with it will not be covered under warranty now this was almost a month of my unit being there ... i talked to Mike Parks the svc mgr and he told me that the unit was in a accident and the motor was caused by it to fail ... there is NO way that he knows 200% that accident caused that when unit was dropped there was NO damage on this unit ... I have a call into GM Corporate as well ... I went today to pickup my Tahoe as i was done arguing with them .. ***** my svc advisor gives me the key and tells me its out back so i walk out back and try to start it and it just clicks so i walk back in and ask him for a jump box because they left the lights on and battery was dead and he said to me what do i look like your ****** i was like wow thats rude no you left my lights on and battery was dead so he brought jump box out just clicked brought a diff box out and just clicked then used jumper cables and just clicked it was running like normal when dropped now it wont start i want my unit back the way it was dropped i gave the key back to ***** when running to call me i will call attorney general and local news channel

  

  Business Response

  Date: 05/23/2024

  The vehicle had been in an
  accident according to the vehicle's CarFax report. We were working close
  with our GM rep to see if GM was going to cover the engine replacement, and we were advised not to repair under warranty due to the vehicle being in an accident and the engine being tampered with prior to it coming into our service department. The
  customer ultimately decided it was best to pick the vehicle up and have it towed out as of yesterday. 

• Initial Complaint

  Date:04/26/2024

  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 took my 2021 Yukon AT4 in For warranty service. Front grill was peeling and was under warranty so I Took it in to get it fixed. When I return to pick up my vehicle, I found the entire front fender deeply gouged, and scratched. I confronted them of what happened to my vehicle while in their possession and they first had agreed to fix it but they only buffed it and the deep scratches are still there on a $100,000 vehicle. At this time, I get no response. Also, the Full warranty has never been completed. **** ***** The manager will not return calls. I have gone there and And he tells me he’s trying to get the part in and he’s also going to fix my driver side fender that they destroyed but almost 6 months later nothing is happening and he will not return calls. warranty work needs to be completed and fender replaced

  

  Business Response

  Date: 04/29/2024

  We have contacted the customer and she will be in this Wednesday or Thursday to have the ordered part
  installed and we will also take a look at the scratch on her fender. 

  Customer Answer

  Date: 05/30/2024

  They set everything up and and the last minute they stated they don't have a loaner. He stated he will call me back in a little bit. I have called multiple times and nobody will call me back. 

  

  Business Response

  Date: 05/31/2024

  Customer has been contacted and will be coming in within the next 2 weeks.

• Initial Complaint

  Date:04/05/2024

  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.

  3/6/24 - Took car in for full inspection, ended up needing front breaks. After spending $537 bucks and less than a month later, breaks are making noise--badly. I am already playing phone tag with the manager and I'm annoyed at *****'s attitude. I am also super disappointed and annoyed at the huge inconvenience. So much money for more time and issues, it is really crappy. I don't have time to discuss, schedule, or arrange drop-off and rides all day.. I have a family emergency going on and DON'T HAVE TIME FOR THIS. I don't really want to return to Yark ever... willing to go to another Mazda for repair.

  

  Business Response

  Date: 04/05/2024

  We spoke with the
  customer today, 4/5/2024,and stated with the brakes there is an adjustment/wear
  period and we would be glad to look at them, at no charge, any time the
  vehicle can be brought in. After one month, with very limited driving, and
  drastic weather changes could be a factor of both. However, our work is
  guaranteed and we will review the issue when the customer can bring the vehicle
  back into us, please contact our service manager to set up an appointment at a
  time convenient to you, and if possible, we will supply a free rental to
  review your claim. Thank you.

  Customer Answer

  Date: 04/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I told mamager on phone I want another dealership to check and I won't be returning. They are omitting information during our exchange and I don't accept the response.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 04/08/2024

  We need the customer to set up an
  appointment so that we may look at the vehicle. If there is a defect with the pads, it would
  be covered under the warranty at no cost to them. If it is something else, we may
  be able to resolve the issue at no cost, as well. This is the only time the customer has had this vehicle in to our service department and we stand behind our
  work from manufacturer parts to our factory trained mechanics labor. We can
  not issue a refund for defective parts without properly inspecting the vehicle and customer's concern. 

  Customer Answer

  Date: 04/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I wish to go to another mazda dealership. Corporate confirmed this is possible, Yark just being obtuse in this request.
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:03/11/2024

  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 took my suburban in June 2023 with concerns of transmission failure. They told me there were no problems and tried to sell me thousands in preventative maintenance to "keep it running smoothly". My car has just been serviced no long before this. At this time my car was whining and hesitating but still driving. More recently, I had scheduled an appointment to bring it in for the side detection system failure and concerns regarding an oil leak. Before my scheduled appointment, my car broke down. I called in to yark and spoke with a service advisor and said I have an appointment Monday but my car broke down, it will be towed in there's something wrong with the transmission and/ or motor. ***** said OK I'll be here let them know to see me when it's brought in. The work order ticket for my car was apparently never updated to reflect that I called in to let them know of it being towed due to transmission/ motor problems. After diagnosis I was told of the oil leak and ball joint and side detection systemfailure. Nothing regarding the transmission. At this point I said so my car shaking while trying to accelerate is a ball joint? **** said yes. I immediately took my car to another shop who diagnosed the transmission and torque convertor in less than 24 hours and I then had to have it towed out to a transmission shop where it was fixed in less than 24 hours and$4500 dollars later. I contacted ****, the service manager, who took days to return my call and even had a service advisor contact me back before he contacted me. At this point, I had also left ** a message who I've still not heard back from. **** finally contacted me back and instead of addressing why his service advisors didn't add the pertinent information to the work order proceeded to continually ask me why I didn't question this upon picking up my car. Anyone that would've driven my car even in a parking lot would've known something major was wrong. Then proceeded to basically telling me I was lying because there's no way I drove 8 months and 14k miles with my transmission pump going out. My transmission and torque convertor had to be replaced at this point. $4500 dollars later and 2 different shops, my cars fixed. No more whining, hesitation, or shaking. **** also told me that even had it still been covered under warranty in June, there was no proof of transmission failure and I would've had to pay diagnostic fees to take my transmission apart to find the problem. Isn't that the point? So what was done to diagnose my car if no one took it apart or looked at it? This did occur at the yark auto group Perrysburg.

  

  Business Response

  Date: 03/12/2024

  Customer has a 2015 Suburban with 182,000 miles. The
  customer brought her vehicle in last year on June 21, 2023 stating she was
  hearing a whining noise that we were unable to duplicate and never heard during
  that visit; customer declined all other services at that time. The vehicle was
  towed in on February 26, 2024 for oil leaks and a side detection issue, which
  the customer declined repair. The customer did not mention having a trans
  concern at this time and has driven the vehicle the past 8 months and over
  14,000 miles. This customer also has an aftermarket warranty that was not
  purchased from Yark.

  Customer Answer

  Date: 03/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: my transmission concern was stated to 2 separate advisors/ employees at Yark, I called in multiple times the day my vehicle was towed in when the transmission failed completely. I spoke with ***** who i voiced the concern to a well as a lady at the call center.  Failure on yarks part to update the work order is a problem within the company,  not me. Yes I drove 8 months with my transmission pump going out due to failure on yarks part to properly diagnose my failing transmission.  **** stated even if they had diagnosed this in June I would've had to pay for my car to be taken apart to diagnose the transmission and prove there was a problem. Isn't that the point? If my car wasn't taken apart to diagnose or investigate my transmission concerns,  what exactly was done to "diagnose" my vehicle? Yark has failed to properly investigate my failing transmission on 2 separate occasions now.  Of course I took it elsewhere. It's amazing how another shop had it diagnosed in less than 24 hours and after sending it to the transmission shop it was fixed within another 24 hours.  It's important to listen to your customers.  My car didn't get 182,000 miles on it sitting in my driveway.  I'm telling you something is wrong with a car I drive daily.  Have the due diligence to properly inspect and diagnose my car.  Not taking it apart to investigate a serious concern seems lazy, careless,  and negligent.  **** is so bent out of shape about why I didn't say anything when I picked my car up the 2nd time that he wasn't concerned in the least with addressing why his service advisors didn't update the work order.  My car was not towed in for an oil leak or side detection system failure.  That doesn't even make sense.  A screen shot of my call log is attached. All highlighted numbers are Yark numbers i called the day my transmission failed completely.   I called in multiple times and had open communication with the call center and advisor. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 03/14/2024

  On June
  19, 2023 customer scheduled and appointment stating a “notable whining sound
  when vehicle is in gear and stopped. Vehicle sometimes shifts hard and/ or
  late, and sometimes when shifting from park also.” (attached PDF ****** RO3) In
  June 2023, the 2015 Chevrolet Suburban had approximately 166k miles on it. When
  she brought the vehicle in on June 21, 2023 for her scheduled appointment, she
  explained the following to the advisor (as seen in attached PDF ****** RO2)
  “CUSTOMER STATES VEH IS MAKING A WHINING SOUND WHILE VEHICLE IS IN GEAR WHILE
  VEHICLE IS STOPPED. CUSTOMER DOESN'T KNOW IF DOES IT MORE WHEN WARM OR COLD.
  CUSTOMER HAD HUSBAND REPLACE ALTERNATOR IN LAST 60 DAYS, AND BELLE TIRE
  REPALCED ALL SHOCKS AND STRUTS IN LAST 6 DAYS ALSO.” After inspecting the
  vehicle, the technician could not duplicate customers concern and found “truck
  not making any noise at this time it runs and drives fine we put over 30 miles
  on it and the truck makes no noise”. Customer never called or returned again
  until 8 months and approximately 14k miles later on February 26, 2024 when she
  called “CUSTOMER STATES error message for side detection system for blind side
  sensors” and had “Vehicle towed in- says that when she got her oil changed they
  told her that she didn't have any oil, would like the underside checked to see
  if there is an oil leak”. (attached PDF ****** RO4) This oil change was not
  done at our dealership. When checking in with her advisor for her appointment,
  she never mentioned having a trans concern at this time. After inspecting the
  vehicle, the technician “Checked and found no communication with side detection
  modules.” and “Checked and found multiple leaks from the engine. Recommend
  starting with oil pan reseal & valve cover gaskets, (attached PDF ******
  RO5) and customer declined repairs.
  
  We feel
  we do not owe this customer any refund that she paid to another company being
  that she only brought this vehicle in 2 times and we were unable to duplicate
  the customers concern and she had enough time in between these visits to bring
  it back to us. Without verifying the issue and contacting her warranty company,
  it is unknown if this would have been covered or not. We also do not know the
  full maintenance history of this vehicle as she has only had the vehicle to us
  a few select times. 

  Customer Answer

  Date: 03/14/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: none of this was a noted concern when I notified them that it was under warranty.  Full maintenance history was available as it had only been serviced at Chevy dealers prior to this due to still being covered under the extended warranty.  Where the warranty was purchased was never questioned either.  It was also purchased at a credible chevy dealership.  None of this was even questioned when it was brought in.  We decided to try yark out as it was closer to us and that decision is extremely regrettable.  They take no responsibility in failing to diagnose a vehicle that was eaisly and quickly diagnosed at another shop.  It's amazing how all of these sounds and problems I had were undetected at Yark but easily detected and diagnose elsewhere.  Also amazing that replacing the transmission solved the whining noise,  hesitation, and shaking while accelerating and yark is still taking no liability in their failure to communicate within the shop and properly diagnose. I'm not sure if this has to do with myself being a female or the shop not wanting to do warranty work because they don't make much money off of it.  Either way,  it resulted in complete transmission failure.  At this time,  I would ask that the BBB further investigate this.  I paid diagnostic fees in both June and February for them to not diagnose the transmission failure.  Apparently I paid hundreds of dollars for someone to drive my car 30 miles and not even actually take it apart or actually look at the transmission and components.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:03/07/2024

  Type:Customer Service 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 02/21/24 I went to the service center because of a loud banging under the vehicle. The service advisor **** *. said that they would have a mechanic drive and do diagnostics on it. In about 20 minutes he came back and said they found no issues and I probably ran over something that got caught under my wheel well. I asked if they had looked underneath the vehicle and he advised yes. The technician was # **** on the service order. A week later while driving on the highway the problem reoccurred but was now much worse. I returned to the service center and again with **** *. on 02/28/24. After an hour he came back with an Ipad showing me pictures of underneath my car and that the entire front underbody splash shields and hardware were gone. I immediately asked how they could have missed this a week ago if they looked under the car as I was told. His response was that the technician may have thought it was not out of the ordinary. I noticed on the estimate it was the same exact mechanic that looked at it. I asked how could he miss it. Again I got no valid response. Now he hands me an estimate of 727.00 to fix it. I explained I was very upset and I wanted to think about this. He then gives me a new service order charging me 177.79 for labor and diagnosis for the same situation that the same mechanic should have caught the 1st time. The vehicle had only been one place for service since purchase at Yark. That was a ********* *** location. **** *. made it clear since I did not get oil change done at Yark it could have been *********. I went to ********* and in their defense, they agreed to fix the problem for me free of charge no parts or labor. Yark has yet to return any phone calls or messages made to The service manager ****. I want a refund and an apology from the Service Manager.

  

  Business Response

  Date: 03/08/2024

  It appears that ********* caused the issue by not putting his
  vehicle back together correctly after going to their establishment. The customer does not want to pay the
  dealership and does not want to pay *********. During his initial visit, we checked
  out his vehicle at no charge and could not duplicate the customer’s issue. The customer then rescheduled and agreed to an estimate to have the vehicle checked out again. After the vehicle was checked out, we found a piece from under the vehicle missing. We
  included a complete estimate for repairs to the customer. The customer was very
  unhappy the missing pieces were not covered under Nissan factory warranty or
  his Nissan extended warranty. We explained that it was not a manufactures
  defect that caused the pieces to be missing. ********* came to the
  dealership and purchased the missing parts for the customer. With *********
  coming to the dealership and purchasing the missing parts, we feel it is a clear
  admission of guilt and ********* took responsibility for their error. Truthfully, he
  should be going after ********* for the check out, everything started after *********
  worked on the vehicle. Ultimately, it was the customer’s choice to take the vehicle to *********. Attached is a copy of the signed estimate. 

  Customer Answer

  Date: 03/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1. The provided documentation by Yark was never given to me nor did I sign it. Everything I was provided I attached.   I was never provided an estimate of the inspection amount I had to pay. I was only presented with the FULL estimate to fix and told it was not covered on warranty. When I refused to pay the FULL 700+ to fix what they found, I was then handed the document for 177.00 for the labor of the inspection.  **** offered no indication who was at fault for the issue. I immediately asked if they had to take it off to inspect the first time they "found nothing" or did the recall work.  He said he didn't know. It was my questioning that brought up the oil change.  Bottom line is no one could prove who did what if wrong. Yark is not taking any responsibility or doing anything to show my value as a customer.  ********* is, by taking responsibility for what they "could have potentially done".  Since neither party can confirm with 100% certainty who is at fault, they should share the responsibility.  ********* is doing so, Yark should do so.  If I do not receive a refund as requested and a written apology, I will pursue the matter in small claims which seems like a big waste of all parties time.  Refund me for the inspection or I will pursue all legal options I have, including subpoenas for all staff I have dealt with on this matter. 
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 03/11/2024

  Please see attached PDF of the signed estimate provided to the customer. In order to get the estimate, customer needed to have a diagnostic of the vehicle in which he was charged the diagnostic fee. Customer denied repairs. 

  Customer Answer

  Date: 03/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I disagree. BBB thank you for the opportunity to resolve this without litigation. Since Yark cannot resolve this in this platform I will be filing a civil complaint tomorrow morning with appropriate requests for appearances from **** and any mechanic that touched the vehicle.

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

• Initial Complaint

  Date:01/30/2024

  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 October 27, 2023 I visited Yark Dodge dealership & purchased a new 2023 Dodge Charger Daytona 392. While we were with finance director ***** ******* he was very upset we didn’t want any of the extra warranty packages. He then mentioned the “Yark Cares” package for $399, I said I didn’t want it or need it. I don’t live anywhere close to this dealership & what it offers is not beneficial to me. There is no ceramic coating on my car, I have never lost a key, and I have roadside assistance through my insurance & though dodge. He then blew me off, said I’d have to talk to my salesman & went on with the deal. I was charged the $399 plus tax on this. The deal was recorded & the sales manager said he would go back to look at it. I sent emails & called to tell the salesman **** ******, the sales manager **** ********, & even the general manager *** ********* that I did not want this extra add on.
  The finance guy did my paperwork wrong & it took 88 days to receive my title. I was charged late fees in Indiana where I live. I let the dealership know again that I wanted the $399 plus tax $19.95, plus the late fees $45 total $463.95 refunded. I received an email back stating they would pay the late fees & 1/2 of the $399. I replied back & said I wanted the full $463.95 refunded. To which they never replied. They sent a check for the $260. I want the remaining $203.95 refunded as stated below.
  This dealership prides themselves on caring for the customer but they took my dream car & turned it into a nightmare. I have never had this bad of an experience with any dealership. It shouldn’t have to come to this.

  

  Business Response

  Date: 02/06/2024

  Our
  sales manager emailed customer on January 24th about a good faith solution of
  paying her late fee and half of the Yark Cares in the amount of $260. He waited
  for a response, and when he did not get one, he sent the check anyway. The
  ceramic coat is on her vehicle; It is a spray on/spray off application that is
  completed when the car goes to detail. She also knowingly signed the paperwork and
  financed the vehicle with Yark Cares. All of the benefits of the program are
  still available to her where she lives. 

  Customer Answer

  Date: 02/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Yark emailed  me & I responded that night. They did not wait for my response & never responded after that. The check was sent the same day as their email. They were hoping that I would just drop it at this point since I received the 1/2 payment check. Earlier conversation with the sales manager, he said he would refund the money  if I took down my google review. I told him that once I got my title, he could refund the late fees & the Yark cares and plus tax, all at same time THEN I would take down google review. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 02/09/2024

  We refunded her late fee and half of the Yark Cares in the amount
  of $260 in good faith and believe this case should be closed. Yark Cares is signed off with the salesperson before going into finance. She was aware of what she was purchasing and had the choice to walk away. The ceramic coat is on her vehicle; It is a spray on/spray off application that is completed when the car goes to detail. All of the benefits of the program are still available to her where she lives. 

   

  Customer Answer

  Date: 02/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I said from very beginning that I did not want or need this “Yark cares” package. It is of no use to me. When I signed papers, the transaction was recorded, I clearly said I did not want it & the finance guy blew me off, said I needed to talk to my salesman & went on with the deal. Then in a phone call with sales manager he asked me to remove google review & I would be refunded. I said once I got my title (which took 88 days) he could refund the late fees & the Yark care all at same time, then would remove the review. He also stated he would go back & watch the recording of the transaction. Yark does not care that they messed up the paperwork & has not apologized for it. I legally could not drive my brand new car because the temp tag expired. If Yark really did care they would not of let this go on for as long as it has & just refund the money. 
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:01/22/2024

  Type:Customer Service 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 2010 Subaru Legacy was towed to the Yark Suburu service department on 11/28/23 due to numerous warning lights on my dashboard. Later that day I received a call from the service department stating I needed repairs totaling $7,752.01. I was also provided, from the service technician, a 2-3 minute video detailing their finding. I was advised by ****** *. in the service department to "scrape" the car.
  
  After discussions with 3 other local mechanics, who looked at the video, I then had the car towed to C&L automotive. Within 2 hours I was called into their shop, and it was explained to me that what was needed was new spark plugs, as well as 2 new spark plug cylinders. The car was repaired in less than a day, and my bill was $1,072.
  
  I attempted to resolve my concerns stemming from the extent and amount of the stated needed repairs from the Service Manage at Subaru. I requested my $189 diagnostic fee be returned, as well as clearly stating that it was a shame I was advised to "scrape" the car, and clearly Yark's stated repairs were inflated, and or not necessary to correct the problem. I received an email back stating that their (Yark's) estimate "included spark plugs".
  
  Had I not pursued reaching out to other local mechanics, it would have been a horrible outcome to have either scraped the car for $200 or paid the $7,752 in repairs, which clearly were over-stated and or not necessary.
  
  I feel reimbursement of the $189 diagnostic fee is not unreasonable. I have delayed placing this complaint, waiting to make sure my car is operating correctly, it is. I question if I was not a 65 year old woman with no mechanical knowledge, if I would have still been told to "scrape" the car, which the service department told me they "could take care of for me".
  
  From all my conversations with other mechanics, I was told that what happened to me was not an uncommon occurrence, so in addition to being reimbursed for the diagnostic fee, I would like to make the public aware of my story, and hopefully this will not happen to someone else. Like many people I am not in a position to run out and buy a different car. I am a self employed real estate appraiser, as well as a one car household. The stress experienced in needing to make a decision quickly, as well as having to turn down work due to this situation was not only stressful, but also impacted my income.

  

  Business Response

  Date: 02/02/2024

  After reviewing the information on your vehicle, it is possible that the repair location you took your vehicle to may have
  temporarily fixed your issue and has your vehicle running at this time. We would not recommend repairing the vehicle this way as the main failure was
  coolant and oil reaching the spark plugs in the cylinders creating the misfire
  issue. The vehicle does need the head gasket repair to prevent this issue
  from happening again. With that being said, we could have attempted to fix
  the car this way for you, however it is not recommended. We would
  like to apologize that you felt you had to scrap your vehicle, or were advised
  of that in any way. We are a Better Business Torch award winner, Number 1
  volume retailer in Northwest Ohio and Southeast Michigan for 28 years running
  and furthermore are here to provide top quality service with the best customer
  service we can provide to all of our customers. As a token of our apology, we would like to extend
  the offer of a full refund of the $189.64. 

  Customer Answer

  Date: 02/05/2024

  
  
  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,
  
  
  
  ***** *****

• Initial Complaint

  Date:01/05/2024

  Type:Customer Service 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 extended service contract for $3,000. It expires on 1/14/2024. They told me that the earliest they could get me in was 1/24/2024. I explained to them it was after the expiration date. I also explained to them what the minor problems were and would probably cost less than $1500. Which means they profited by at least $1500. I called the contract administrator ***** ***** ************ to see if I could take it to my mechanic. The clerk I talked to said I was over the mileage on the contract. The contract states I get 90000 miles. The car was used when I bought it. Starting mileage was 41025. To me the contract clearly says I have 90000 miles which would take it to 131025. The ***** guy says I only had the difference between the 90000 and the 41025. We all know that nothing goes wrong with a car within 90000 miles. The only reason I took it was I knew I was covered up to 131025. The ***** cerk stated that contract expires “when the mileage of Your Vehicle as measured from (0) miles reaches the mileage limit for the plan selected”. To me this reads I have 90000 miles from mileage 0. Not the difference between 90000 and 41025. Terms of contract states “60 months 90000 miles. They are being deceptive changing it to the difference between 90000 and 41025. If it was the difference the contract should state 90000 miles as shown on the vehicles odometer. They are deceptive in saying I cannot take in it within the 60 months and limiting the mileage to the difference between 90000 and 41025. I wouldn’t have paid the $3000 knowing I was only covered for repairs up to 90000. We all know it is very rare that any covered repair would occur within that time period. At a minimum the contract language for future customers should be corrected so it’s not deceptive.
  
  Thanks

  

  Business Response

  Date: 01/09/2024

  Our finance director spoke to customer and explained the warranty and miles; customer is 10k miles over and his warranty expires 1/14. He is going to try to get an extension or at least an exception for the appointment date. Customer has an appointment on 1/20. 

  Customer Answer

  Date: 01/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I do have an appointment with Yark Chrysler on Saturday January 20,2024. They are going to review the inexpensive repairs required. I took this auto to my own mechanic in November 2023. They were the ones who said car had a small oil leak and busted air filter box. They were to charge me approximately $900 for these repairs. This would still give Yark Chrysler $2,100 of profit. I did research on other auto warranties. 2 companies i researched had 100,000 miles and unlimited miles on cars starting out with more miles than mine of 41,000+. If you look at contract nowhere does it state that the 90,000 includes the 41,000+ miles on the car. They are being dubious in saying that. No where does it say 90,000 miles as shown on odometer. I am a CPA and I read many different types of contracts. Bottom line it states that I have 90,000 miles. Everyone knows that cars do not have major problems up to 90,000 miles. Problems start after 130,000 miles. Also other warranties contracts say the number of miles and show the up to number. This contract clearly doesn’t show the up to number. I will wait to after the upcoming appointment to give you the go ahead to close case. 
  Thanks for your help.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Customer Answer

  Date: 02/27/2024

  [BBB Transcription via Duplicate Complaint]

  As a result of the prior complaint I filed against Yark Chrysler about an expiring vehicle service contract, I got a call from the Finance Manager. The Finance Mgr mentioned he got my complaint and he would look into getting a resolution to the complaint where they said contract was expired. I put ***** miles on a contract which clearly says I get ***** miles. I took the car into their shop on January 20, 2024. Note the car ran perfectly. The service engine light was on , small oil leak and needed an air filter box. My mechanic said this would be approximately $1000. I bought car and service contract from Yark Chrysler. Cost of contract $3000. Yark recommended the contract. After taking car in they said it needed an oil separator, thermostat and water pump. The stated they could not check all codes on service engine soon light until the oil separator was fixed. They said they needed approval from the ******************************. The car is still with them. I have been without a car for 1.5 months and it doesnt run. I been getting the run around about the car never telling me when it will be done or what cost. Finally a week ago I told them to just fix the oil separator and water pump/thermostat. Forget about the service engine soon light and the air filter box. This saves them at least $700. I told them in this way **** got $1000 profit the crappy service contract administrator ***** gets a $1000 profit and only am screwed out of $2000. Never heard back from them. Yesterday I called and said tow the vehicle back to my house, note it ran when I dropped it off. They just called today and said they would pay the towing charge to my house. In essence s**** you and your $3000 you paid us for nothing. The general manager of the dealership I called and told him I just want the oil separator and thermostat/ oil pump fixed. He stated he would work on a quote. I would hope the quote is $50 as stated in contract.They have had my car for 45 days.

  

  Business Response

  Date: 02/27/2024

  The service contract attached by the customer clearly states the contract expires at 90k miles. *** attached agreement highlighting that the coverage ends when either of the following occurs first; 60 months or 90k miles, as measured from zero, not from when customer purchased contract. He was 10k miles over and his warranty expired 1/14/24. We diagnosed the vehicle, per the Customers request, and reviewed the recommended service. We placed multiple calls and text messages to the customer, but rarely received a response. We are towing the vehicle, at our expense, to a mechanic of his choosing today. We feel we have gone above and beyond to help this customer when his contract is indeed expired. 

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21097116
  
  I am rejecting this response because: ******************** Ethos and Yark Chrysler are being deliberately devious and dishonest. I drove the car to **** because the Finance Manager begged me to and said he would do as much as possible to getting this resolved. I only thing I heard from them was that they diagnosed possible problems and was waiting for approval from Ethos. They probably received an answer from Ethos within the first week, and were afraid to tell me it was no. So they strung me along telling me what the problem were but nothing about ***** paying them . They also never gave me an estimate of the cost to repair. After they had car for 30 days, I gave them a compromise for them to just fix part of the problems which would cost $1000 and I would pay the difference. In essence they still received $2000 from me for doing absolutely nothing. The only thing I heard back from them was that they would propose this to Ethos. After waiting another week, I finally called and told them to just tow the car to my repair shop. I promptly heard from them that they would do that and by the gracious of their heart they would pay for the towing. The general manager finally then called me and told me to fix 2 of the 3 problems would be $2900 and Ethos would pay nothing. Also this was not a guarantee that all problem would be fixed. I give them credit for having the nerve to tell that I will loose the $3000 from the service warranty and need to pay them at least another $2900. This world needs more of these great human beings. Just a refresher from the original complaint. I never got a copy of the original service warranty. I can prove this because I still have all closing documents received the day I bought the vehicle. I believe they do this so you cannot read the very fine print. Three years into the service warranty I contacted them to get the copy I was ***********. After about a month they gave me only 2 of 9 pages. I had to contact Ethos to get pages 3 thru 8. Industry practice on Car warranties is to state them as a time period and mileage. Mine says 5 years ****** miles . The car was 2 years old and had *****. Far above the industry norm of ****** miles. **** is the reason I accepted the warranty at their recommendation. I would be covered by major repairs up to ******* miles. They are stating that I only had ****** miles which is less than ****** miles. ** they werent trying to be devious they would have said you have ****** mile up to ****** on the odometer. We all know it is rare that a car with ****** miles would need major repairs.They are covering up their deceit by saying in the fine print that the ****** miles starts out aT zero miles. I would never have paid $3000 for a warranty of only ******. Maybe $1500 at the most. They do not go over the miles definition with you at time of purchase. This is probably why I did not get a copy at closing. ** I read it fully again at home I may have undercovered this. ** I were the BBB I would like to see if Ethos and Yark are still using these contracts with deceitful language. ** so I would do a class action lawsuit toget this language changed. I will happily go to your office and meet with you on this. I know my only remedy now is to try stopping this from happening to someone else. What is really sad about these service warranties is the people who cannot really afford them get them and them get screwed by the profiteers who push them on the poor.

  
  
  

   

   

   

   

   

   

   

   

   

   

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

• Initial Complaint

  Date:12/15/2023

  Type:Customer Service 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.

  12/07/2023 bought a used 2021 grand Cherokee for 33505 after going through financing I went to get my keys. They gave me one key fob I ask for another and they told me to file for a lost one in 45 days. To me that fraud. After I got home I see they didn’t give me a car manual or any paperwork showing that the car was certified or my warranty. I called ***** ****** the salesman said they don’t give manual any more. Called used car manager ***** ****** and he said he would email me what I needed. After 3 days and several phone calls still haven’t got anything. All I want is the second key fob and paperwork showing the car is certified, warranty and the second key fob. I put 6000.00 dollars down and finance 27797.00 don’t think I’m asking to much.

  

  Business Response

  Date: 12/19/2023

  Our manager has reached out to speak to customer. He now has all requested paperwork and will speak to his salesperson regarding his second key at the beginning of the new year. 

  Customer Answer

  Date: 12/19/2023

  
  
  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,
  
  
  
  ****** ******

• Initial Complaint

  Date:12/05/2023

  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.

  For yark collision center: Dropped my car off for hail repair damages on 7/14/2023. Did not receive my car back until 9/18/2023. When getting my car back repairs were not completed and the car had more damage. Have dropped it off 2 different times since to repair damage and due to carelessness of the tech at the collision center has accrued more damage. They had my car over 2 months due to delays on the businesses end (one delay was due to progressive) but car remained on their lot untouched for 3 weeks due to “a tech not being available”. I was not notified of this and instead of being notified so I could drive my car until they were ready for body repairs, had to pay out of pocket for a rental car. I paid 1.1k through enterprise, which enterprise reimbursed 300$. When enterprise asked about my situation they apologized and said yark collision should’ve picked up the added costs, and reimbursed me 300$ on their behalf. The car is still not fixed, when I reach out to the manager **** he does not respond. He messaged my fiancé saying he can refund 200$ which is unacceptable due to the car still being damaged months later

  

  Business Response

  Date: 12/12/2023

  Customer said she never got a copy of the bill through
  Enterprise, but is mentioning she got a $300 discount with Enterprise. She
  only provided screenshots showing $984.48. Our body shop manager called
  Enterprise to get a copy of the bill and noticed they gave her $300.00 off of
  the $984.48. We have tried to make this customer happy and provided her with a
  car both times she had brought her vehicle back. The first time they brought it
  back, our manager went over the vehicle, with her fiancé, at time of pick up
  and he thought everything looked good. The next day he got an email from the
  customer regarding some other issues, one of them being the aftermarket
  windshield that Progressive wrote for. Our manager had an adjuster from
  Progressive come out and ok the oem glass. Our manager has replied to every
  email and/or text, unfortunately, they are expecting a reply right away. Below
  is our manager’s reply to her fiancé on 12/5/23.
  
  “I understand the
  communication was poor. That is part of the reason why your original advisor no
  longer works for the company. The corrective repairs that we did are not all
  covered by Progressive. If it was workmanship issues then the shop took
  care of them. If it was additional damage that was not written by
  Progressive then we supplemented them. The shop ate the cost of the rental car
  each time you were in for the corrective repairs and additional repairs that
  Progressive was responsible for. $200 is the best we can do. There is no
  math equation on coming up with the $200. We do not pay for rental cars once
  you exhaust your coverage. As I told you before many people exhausted
  their rentals because most people only carry the minimum amount of coverage on
  their policy. I would suggest contacting Progressive to see if they could
  cover some of your expenses since it took them 2 weeks to approve the first
  supplement.”

  Customer Answer

  Date: 12/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this is inaccurate. I don’t even care at rental reimbursement at this time but more so the car being fixed and full deductible reimbursement as the car is still damaged after multiple attempts for the business trying to fix it. The first time I was not in a rental car and stayed past closing to try and get the car fixed. The 2nd time we were provided a rental. After 2 efforts at attempting to fix the car since the original repair it is still damaged. So we have to rearrange our schedules to drop off the vehicle again due to a negligent tech who could not fix the car correctly the first time. I don’t expect a response right away as I reached out to the manager **** 11/17 (no response), 11/28 (no response), 12/5 (no response to me so my fiancé who also owns the car reached out and the manager responded to him), 12/8 (no response to me) so no, I don’t expect a response ASAP but I have not personally heard from the manager since 11/16. I expect at least full deductible reimbursement as the car is still not fixed and I have not heard a date to bring the vehicle back. Not to mention the damage I have on the vehicle is due to the tech doing the body work, not due to the damage from the storm. The windshield that is mentioned, we did complain about aftermarket windshield but the initial windshield was installed incorrectly (I have emails with **** stating he had to show his tech how to install it correctly) it was not communicated to us that **** was ordering a different windshield. The last we heard he was waiting for approval from progressive and he told us “we’re waiting on the glass” but was unsure if it was the windshield or not. I have pictures of the damages but will not let me attatch
  
  Sincerely,
  
  
  
  ******** ***

  

  Business Response

  Date: 12/13/2023

  We are not responsible for insurance company delays
  and we do not promise rental vehicle coverage or reimbursement. We
  reimbursed the customer $200 as a good faith payment, but that is all we will
  do. If the vehicle has issues from our workmanship then we will repair at
  our expense and cover a rental vehicle.

  Customer Answer

  Date: 12/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Per my last response I am not even concerned about the rental car reimbursement at this time. I think the whole point of this complaint is being missed. But if you would like to talk about the time my car was there I am more then happy to. Yark so quick to blame progressive to take a week to approve supplement, but I am also concerned how paintless dent repair was done on 8/8/2023 per ***** ******* voicemail I received. I was checking in to see when body repairs would start and I was never given an answer. I then received a call 8/31/2023 from ****a stating body repairs were started on 8/30/2023. How as a business is this acceptable to have a car sit on your lot for those days without starting body repairs? Communication and time management skills are essential for any business. If my vehicle was not going to be worked on for that long why was this not communicated to the customer? I could've been driving the car in the meantime. Or if yark collision had effective time management skills could`ve pushed my appointment back until they were ready to start repairs, as they were busy.  I submitted this due to the fact that the car has been damaged at not fault of me (the customer) but on the behalf of yark collision (the company). Ideally, when dropping off a car to be fixed it is returned to the customer in the condition the vehicle was in prior to the event whether it be act of nature, car accident etc. This did not happen. I understand that yark collision does not have anything to do with insurance and does not set the deductibles. As a business when do you step in and make it right to the customer when they have been inconvenienced? It feels as though our time is not being respected by yark collision as they seem to act like this is normal to have to keep bring a car back to be repaired due to a negligent tech. The first time we had to drop the vehicle off for repairs we were not provided a rental and were down to 1 car for the day. The 2nd time the car needed to be dropped back off to the collision center I had to drive there after working a 13 hour night shift, and instead of sleeping and preparing for the next I had to drop off the car and go over the damages with ****. ***** (my fiance who also owns the car) just started a new position at Jeep and can`t take that much time off to drop the car back again. If Yark Collision is such a great company as they claim they are, why weren`t repairs done correct initially? Again, my deductible at least to make it right for all of our time does not seem unreasonable to ask. 

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

  

  Business Response

  Date: 12/13/2023

  We are not responsible for insurance company delays and suggest contacting your insurance company to cover reimbursement/expenses since it took them 2 weeks to approve the first supplement. We apologize for the poor communication with your advisor, and have made changes to ensure this does not happen in the future. We have reimbursed customer $200 as a good faith payment and feel this is the most we can and will do at this time. 

  Customer Answer

  Date: 12/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I think you have made it clear in the last few messages about the insurance and rental car coverage (although I still do not agree as the car sat on the lot untouched from 8/8 until 8/30 without notifying the customer, which is longer then what progressive took to approve supplement). What has not been really addressed is the damages to the vehicles. When asking yark collision questions about why my vehicle has been damaged the response is always "we will take care of any additional workmanship issues with our repairs". Yark collision`s website mentions "If you choose any other repair facility, any repairs that do not meet factory repair specifications may result in additional cost. Let our professionals save you time and money by making proper repairs the first time!" and "We’ll replace the necessary parts with high quality OEM replacement parts, and paint the necessary areas to perfection. Our state-of-the-art facility in the Sylvania, Ottawa Hills, and Farmington Hills area has the advanced technology required to fix your car properly the first time". Their website mentions multiple times that they provide quality repairs and will fix the car right the "first time". That is false advertising. The car is still damaged after the initial repair, and 2 additional times dropping the vehicle off. Maybe if the tech focused on quality repairs, instead of just trying to get the vehicle out of the shop quick this issue would`ve never happened. I have not received a "200$ check" that this business is mentioning. Even if I did this is unacceptable and needs to be settled so I would not be cashing it anyways. It still has not been addressed by the business how it is okay for me (the customer) for yark collision (the business) to damage my property and think it`s okay for me to have to keep coming back to the shop to have the vehicle repaired at the fault of the business, as they seem to think it`s possible for us to do this around our jobs and daily schedules. 
  
  
  
  Sincerely,
  
  
  
  ******** ***