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

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

  
• 

  Yark Automotive Group

  5957 W Central Ave Toledo, OH 43615-1801

  
• 

  Yark Automotive Group

  6055 W Central Ave Toledo, OH 43615-1803

  
• 

  Yark Automotive Group

  6111 W Central Ave Toledo, OH 43615

  

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:10/09/2023

  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.

  Yark Nissan is repairing my vehicle. They told me it would 12 hours. It has been 2 weeks and I still don't have my car back. I am losing $200 a day due to lack of transportation. I just want my car back.

  

  Business Response

  Date: 10/09/2023

  Customer didn't mention he needed a loaner at the beginning of service and has been in contact with our service manager. He has been offered a shuttle ride back to our dealership and set-up a rental. 

• Initial Complaint

  Date:10/04/2023

  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.

  Worst online customer service I've ever experienced in my 40+ years of buying parts online. Yark sold me a defective part and provided absolutely no assistance in an exchange or refund. DO NOT DO BUSINESS WITH THIS COMPANY! ABSOLUTELY TERRIBLE!
  
  This part was ordered for a BMW M5 competition and it will have to be removed (as the defect wasn't noticed until it was installed) and will likely cost me a repaint of my trunk lid to fully correct. ($ thousands)
  
  Additionally, they claimed (after the order was delivered and part installed) that there is a "REQUIRED ADHESIVE" which they didn't disclose. They later claimed that they cannot be responsible for identifying required parts to go with the items they sell and if you don’t utilize these required parts, they say that is the reason for improper install and void warranty and deny exchange/refunds. It’s a catch 22 which is absolute BS and they are well aware of it. They simply point the finger at the install company and leave the customer holding the bag. They then opted to send the required adhesive for free as if they knew 100% it should have been included or identified but it was well too late. Bare minimum, their site should state that the required adhesive is the only way to maintain the warranty. They refused to work with me in any way, shape or form. ***** ****, their parts Director, who I suggested reach out to the certified BMW shop who installed it to confirm it was a defective part & provided him all their contact information, never called them. Absolutely lousy integrity of these individuals and I highly discourage doing business with them. If any problem arises, you should not expect a reasonable resolution from this organization. I even offered to pitch in some of my own money to assist this poor situation, and they still opted to point the finger at the BMW certified repair shop and refused to offer anything at all.
  
  Buyer beware!! There is a reason they have this BBB score.
  
  Purchased 9/4/23

  

  Business Response

  Date: 10/05/2023

  The
  customer lives in Colorado and ordered this part through a third party web
  site. He took the ordered part to a non-OEM shop in Colorado to have it
  installed. They did not use the correct adhesive that was REQUIRED to use and
  had he taken his vehicle to an OEM shop they would have known to use the
  correct adhesive. When he first called us about the issue, we contacted BMW and
  were told that the OEM installation manual states to use this specific adhesive
  and if it was not used then the warranty would be void. If the shop that
  installed the part had followed the correct installation procedures, then the
  issue would not have occurred. Our parts manager has personally talked with the
  customer and tried to get him to understand that we only sell parts and not
  installation instructions and that the installation process is the
  responsibility of the installer, he would not accept this response. The
  customer then became aggressive and threatening on the phone and in his emails.
  Our staff has chosen to not deal with him because at this point he will not
  listen to anything they have to say unless we agreed to send him another part
  for free and pay any labor included to repair his vehicle. Our manager told him
  that he would not do that due to the fact that this is an install issue and the
  part sold was not defective. If this customer had had the service done at an
  OEM dealer and the correct install procedures were followed, then the issue may
  have never been present. This customer lives thousands of miles away in
  Colorado and nothing he says can be verified. We did process a return for the camera
  that he purchased and are waiting for that to show up to credit his credit
  card. We believe there nothing more we can do to please this customer, short of
  paying for all of his claims, even then he would still have done the same
  thing. Attached is a copy of the last email from this customer. On all of his correspondences
  he would state the same thing, that if we did not resolve it by giving him what
  he wanted, he would dispute the charges on his credit cards, file a BBB case,
  and leave bad reviews in an attempt to do damage to our business and hold us
  “hostage” to his demands.
  
  We
  request that this case be closed being that he received the correct part he ordered and then took this part to a
  non-OEM shop to be installed and that had he taken the part to an OEM shop to
  be installed this issue may never have occurred. 

  Customer Answer

  Date: 10/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  There is no effort made to resolve this complaint.

  1.           I’m not sure how where I live has anything to do with this?  They sell parts online and I imagine, they ship them all over the continental US (maybe more).
  2.           I took the part to a certified BMW auto body shop who has worked on several of my BMW’s including previously installing 3 other spoilers on other BMW’s without issue at all whatsoever:  John’s Collision Repairs located at 4010 S Federal Blvd., Sheridan, Colorado 80110.  I dealt with ****** *********.
             This
  shop has performed countless BMW body repairs for many years and works with all
  major insurance carriers to repair/restore BMW’s as well as continues to meet
  all BMW requirements in order to maintain their certified BMW auto body repair shop status. 
  3.          Yark Auto Group never contacted the Manager I worked with at the certified auto body shop to “verify” any information so how can they verify/claim that the correct adhesive was or was not used?  I did provide them all of the contact information for the manager I dealt with at John’s Collision and suggested they contact him directly as they are the experts, not me.  I even offered to pay for the labor of a re-install of a new spoiler as a suggested means to come to an amicable resolution when I spoke with ***** on the phone.  I did, however, state I didn’t feel I should have to pay again but that I was willing to just to put this behind us.  (***** at Yark Auto never extended any offer to assist in a resolution and never contacted the certified BMW auto body shop to even attempt to “verify” anything)
  4.          I’ve sent several pictures identifying the part deficiency as well as had the experts at John’s Collision confirm that the spoiler is a defective part.  The shell of the spoiler pulls free and away from the part of the spoiler which is solidified securely to the vehicle.  It isn’t hard to see nor confirm that the adhesive has nothing to do with the problem.  I can confirm that and I am no expert.  John’s Collision has confirmed that and would have explained that to ***** had he taken the time to converse with them which he did not do. 
  5.          I did not become aggressive and although they call my actions threatening, I would define them as informative.  I informed them that if they continued to ignore my e-mails, phone calls, and messages, that my only recourse would be to contact the BBB to open a case as well as inform others so that they could avoid being caught in these situations with extremely delayed responses and finger pointing at other entities without doing the necessary due diligence on their end.  This communication can be seen in the attachment that was provided. 
               Yark wants to point the finger at Cheapest
  Factory Parts, the Certified BMW auto body shop, myself, or attempt to hang
  their hat on this “required” adhesive and wash their hands of this defective
  part which clearly has fitment issues. 
  They refuse to accept any responsibility and attempt to hide from their
  customers unless enough support is acquired. 
  I don’t think consumers should go directly to the BBB with every gripe/complaint
  without attempting to resolve the issue with the business (supplier in this
  case) so that was my effort.  I suggested
  to ***** **** that Yark are the experts in supplying parts and John’s Collision
  are the experts in working with the parts and that those two entities should
  talk to confirm the issue and then get back to me.  I even provided the contact information.  I made no demands to a resolution; only
  suggestions since Yark wouldn’t do nor offer anything to resolve.  ***** made it sound like he would contact the
  manager I dealt with at John’s Collision and confirmed for me to send him the contact information of
  the manager.  I did exactly that within
  minutes. 
               They want to now deflect and mold this into me
  being “aggressive” and “threatening”.  I
  didn’t threaten; even stating in the e-mail that what I was doing was not a
  threat (nor did I make any demands to the terms of the resolution), I was
  simply attempting to get them to do their due diligence in assessing the situation
  with the certified BMW auto body shop who performed the install, take a
  position on this, and reply.  That was
  all.  I confirmed that ***** never contacted the manager
  of the certified BMW auto body shop I had the part installed at.  So, once they finally did take a position, I
  informed them of the action I was going to take based on their decision.  I challenge Yark Auto to show sufficient evidence
  of their claim of my position: “if we did not resolve it by giving him
  what he wanted” or me attempting to hold them hostage to the terms of a resolution.  My clear position was what I was going to do
  if they continued to not respond.
  6.          Again, I am baffled at how my physical address has anything to do with this situation at all.  If they personally need to verify any problem that may arise with the products they sell, they should either be selling only to customers they are willing to travel to or extend their trust to “Certified” OEM auto body shops for the manufacturers of the parts they sell, period.  They opted not to do anything to “verify” my claim with John’s Collision.  Furthermore, no where in the terms and conditions of the sale, not in any of the documentation that was included with the part upon arrival, nor on the third party website they partner with to advertise the item was it mentioned neither that, A) you have to utilize a OEM Dealer Shop, nor B) that there is a “required”, secondary part that must be utilized in order for a warranty claim to be upheld.  When purchasing the part, I’m unaware another “required” part even exists, let alone that it has to be used and that also an OEM dealer must be who performs the install for any warranty to remain in effect.  The site does state, however, that there is a “Manufacturer Warranty – Minimum of 12 months” and “Guaranteed Fitment”.
  7.          Regarding their report of me “demanding” terms to a resolution:  Again, false accusations by Yark.  They claim that all my correspondence stated the same thing; that if I didn’t get “what I wanted”, I would do x, y, and z and that I attempted to hold them “hostage” to my demands.  Look at the correspondence they opted to attach.  I only shared that information in an attempt to get them to respond.  At this point, they had dragged their feet for weeks and the end of the 30-day return policy (10/4) was approaching so I was makimg my intentions clear if they continued to delay. I have a plethora of many more e-mails I sent starting on 9/15 which went un-responded to in addition to several calls prior to 9/15 (9/15 was when I decided to start documenting as things didn’t seem right with their customer service at that point).  Of course, I’m going to leave negative reviews to warn others of their business practice.  
  

  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 10/10/2023

  The customer stated that he would be leaving reviews and
  writing into the BBB if we did not agree to his demands. This customer says
  that he was not being threatening, but on several times stated the these remarks to the point it was makimg our employees uncomfortable. This customer
  wants us to accept all responsibility for this install with no responsibility
  from the “certified BMW shop” for improper installation. Our parts manager did
  not call the shop that did the installation because that relationship is
  between the owner and the shop. The shop did not buy the part, the customer
  did, so there is nothing we can do for that shop. They installed a customer
  supplied part that was purchased online through our third party website. We understand the customer’s
  frustration because his m5 is now damaged. Unfortunately, since we only
  fulfilled his online parts order with the correct part he ordered, which wasn’t
  defective when shipped, he will have to work with the installation shop for any
  kind of damage to the vehicle. If WE had installed the part incorrectly, we
  would stand behind our work, but that isn’t the case and we don’t assume any
  responsibility with the installation. It clearly states in the parts manual
  that a certain adhesive must be used, and had the installers read the manual
  and used the correct adhesive, no damage would have occurred.
  
  Attached is a screen shot of the installation
  instructions from BMW. It states to refer to EPC (BMW Electronic Parts Catalog)
  to find the correct adhesive. If the installation shop had read this, and
  followed the instructions, then they would have gotten the correct adhesive
  before the installation. Also attached is our cancellation policy stating we
  cannot take back used, installed or tried parts. 

  Customer Answer

  Date: 10/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Again, no resolution to this defective part has been offered.

  1.  I’ve challenged Yark to provide evidence of such demands and while they have provided attachments, none of them have the correspondence they are claiming.  Again, my position was for them to respond/communicate.  At no time did I make demands to the terms of a resolution.  To the contrary, I made suggestions that they verify the information they needed to with the “certified BMW auto body shop” in order to process a replacement and they opted not to do that; instead they opted to CLAIM that they couldn’t verify any of what I reported AND CLAIM that the proper adhesive wasn’t used but NEVER VERIFIED EITHER CLAIM.  Another suggestion I offered was for them to send a replacement spoiler, pay the certified BMW auto body shop to remove the defective one and clean up the trunk lid, and that I’d pay for reinstalment of the new spoiler.  They dismissed that offer and now try to act like it never happened but ***** **** (Yark Auto Parts Manager) is well aware that was the offer I suggested when we spoke on the phone and is also the reason for the e-mail I sent him with the contact information of the manager I dealt with at the certified BMW auto body shop.  All of this blatantly contradicts what they are claiming in their response.  I have attached supporting documents of my claims.  Again, I challenge them to provide the supporting evidence to their claim.
  2.  They continue to CLAIM that the correct adhesive was not used.  That is their primary argument.  They also admit that they never contacted the install shop to VERIFY.  So, how can they logically take this position?  This is the text-book definition of a false premise.  One in which they are attempting to utilize to circumvent a defective part claim both by myself and the “certified BMW auto body shop”.
  3.  I also challenge Yark to prove their claim that this part wasn’t defective before it was shipped.  I’d guess that the part was never at their physical location when it shipped out for them to VERIFY that and, if it was, I’d like to know what sort of quality control they do or other evidence they have to ensure this part wasn’t defective prior to shipment.  I’m confident that if they could prove that, they would have done so already.
  4.  They CLAIM I have a relationship with the owner of the certified BMW auto body shop.  This is also inaccurate.  I’m not aware who owns John’s Collision.  I’d guess a guy named, John.  Another false claim on their behalf.
  5.  I’ve made no suggestions/demands (or similar) for them to repair my car.  I want for a non-defective spoiler (which is what I agreed to pay for) sent to my home address and for Yark Auto to work with me on the cost to remove their defective part and install the correct one.  If they were paying attention (***** ****), they would know that this was a suggestion I’d agree to.
  6.  I’ve attached several additional documents illustrating their lack of response, further EVIDENCE to support my claim of INFORMING them of what action I’d take if they continued to ignore my e-mails (not demanding any terms of a resolution; only suggestions), screenshot of the google search of John’s Collision, screenshot of John’s Collision’s website showing they are a certified BMW auto body shop, screenshot of Cheapest Factory Parts website, and my credit card transactions to Yark.
  7.  How long are we going to continue to go back and forth on this?  I’ve fully explained my position as have they (albeit inaccurately).  It is clear that they didn’t inform me prior to my purchase of any additional required part(s) in order to maintain warranty.  It is clear that they didn’t inform me prior to purchase of any requirement of the type of shop the part must be installed at in order to maintain warranty.  It is clear that the shell of the part releases from the part of the spoiler which is clearly adhered to the vehicle, identifying a defective part and most certainly a fitment issue also confirmed by a “certified BMW auto body shop” who employs a “certified BMW auto body technician” and the one who specifically worked on my vehicle.  They guarantee correct fitment on their site, however, it is not.  The adhesive is only used to secure the spoiler to the vehicle, not to keep the part together as one piece.  It was confirmed by them (after they contacted BMW) that the part is only one piece.  So, if it is separating from itself, it is clearly defective and has created a fitment issue.  It is clear they are unwilling to VERIFY or even make contact with the “certified BMW auto body shop” who performed the work AND instead make several false claims while refusing to make any suggestions to an amicable resolution.  

  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:07/20/2023

  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.

  In May 2021 a little over 2 years ago I ran into a timing issue and got everything replaced with a cost of almost $4,000 with a two year warranty. Not to mention my car was in their possession for months with minimal contact. My experience was horrible. Fast forward June of 2023 I went to an automotive service shop and they told me now my timing needs to be replaced once again! I called *******/**** in the service department ant Yark and was told there was nothing he could do because warranty was up in May 2023. It’s know way my timing should be out again in two years! I trusted Yark to fix my car. I am very disappointed Yark! I believe they did not replace the parts in the first place or did something to my vehicle so that problem would happen again. I do believe I was treated this was because I am a young African American female who doesn’t know much about cars or parts.

  

  Business Response

  Date: 07/24/2023

  Customer‘s vehicle had the repair done 26 months ago and at that
  time had 119,743 miles on it. Since then, per Carfax, the vehicle has only had
  2 Oil Changes, with the last one reported being in May of 2022 and at that time
  the vehicle had 142,462 miles. In one year, the customer put over 20K miles on
  the vehicle and looks to have done limited (2 Oil changes) to no maintenance,
  that we can see. Based off her average, it is safe to say that the vehicle most
  likely has 150K-160K miles on it and unfortunately, the older a vehicle gets and
  higher the miles, the upkeep of the vehicle becomes that much more crucial. We have
  attached the repair order and CarFax report for review purposes. From the RO,
  it looks like the customer was claiming engine damage from their Geico claim
  from 9-2020. Geico gave us 3 hours for tear down for insurance coverage
  determination, which it was determined it was not part of the Geico claim. However,
  Ford’s warranty is 2 years, and the vehicle is out of warranty.

• Initial Complaint

  Date:06/27/2023

  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.

  I purchased my Jeep Gladiator new November 2021. It broke down July 2022 and was in the shop until September 2021. Then it broke down again March 2023 got it back for a week in May 2023. Then it broke down again got it back June 2023 had it two weeks and then broke down yet again. This is the fourth time and again no loaner available I can not keep renting a car and paying my Jeep payment. I rented a vehicle for 5 weeks last time because they didn’t have a loaner and was told by Chrysler I would be reimbursed $40/day minus taxes and fees. I was not only reimbursed $200. At this point I have paid almost 7 months of payments and did not have my vehicle plus rental fees due to the same problem. I need a vehicle! I don’t know how the lemon law works but this is definitely a problem!

  

  Business Response

  Date: 06/28/2023

  This vehicle was purchased at Yark Automotive and brought back on 9/24/2021
  and the repair order closed on 10/25/2021 after we replaced the PCM. This vehicle has only
  been back for maintenance in our service department and all other repairs he is speaking of were
  performed at ******** *****. Sounds like this was a workmanship or
  ability issue with their tech at ********* ***** and not the product. We have attached the VIP
  where it shows all warranty service visits.

• Initial Complaint

  Date:05/24/2023

  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.

  Dear Officer,
  This is a serious complaint report against Yark Toyota, located at 1377 Conant St, Maumee, OH 43537. This business is extremely likely cheating their customers and sells the services they do not perform and potentially result in cars to fail prematurely. I have spoken to a police officer in Maumee, Ohio and he recommended that I file a report with BBB.
  I do my car service (Toyota Corolla, 2015) regularly at Yark Toyota at the above street since I moved to Toledo, OH. I trusted this business, so I did my oil change and maintenance twice a year in this location. Unfortunately I had not performed oil check myself since I trusted my car to this business, until this morning because I planned to travel. My last oil change was in January 2023, and my next service is due in July 18, 2023. I have driven about 2000 miles since my last service and still had close to 3000 miles until my next service.
  However, when I checked the engine oil this morning, I was so shocked to see that the oil was very dirty, black (tar-colored) and did not look like it was changed last time. I went to the dealer to demand an explanation. The frontdesk person checked the oil on the spot and agreed with me that the oil was dirty. I waited 30 minutes to speak to a manager, *** *****, who denied any wrongdoing and dismissed me. I was so shocked by his blindness and lack of any conscience. I spoke to a police officer regarding this matter and then drove to Valvoline shop (1019 Conant St, Maumee, OH 43537) for an oil change. The mechanic (****) there told me the oil was not only dirty but also very low, and he didnot think Yark changed the oil last time.
  Dear officer, please understand that Yark dealership may well have done such dishonest tricks millions of times in the past. My engine can fail prematurely because oil is not changed regularly. This business should get penalty even criminal charges for cheating their customers. This cannot be tolerated in a civil society.

  

  Business Response

  Date: 05/25/2023

  At Yark Automotive Group, customer satisfaction
  is our top priority and always strive for an exceptional service experience. The customer spoke with our service manager yesterday and he unfortunately had to ask her to leave because she would not stop screaming at him. She came in and showed him a paper towel with an oil sample on it and he attempted to explain to her that the oil color on the paper towel was consistent in color for a vehicle with 90,000 miles and 2,000 miles/5 months from the previous oil change service. This is when the customer became more irate and he had to ask her to leave. At no time while she was in our service department did she mention to him that her oil level was low or give him the opportunity to check the oil level. After she left, our service manager compared an oil sample from another vehicle with 20,000 miles on it and 2,000 miles from previous service and the oil color was the same as her oil sample on the paper towel. 

  Customer Answer

  Date: 05/25/2023

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

  The response has totally ignored the details that one of the frontdesk representatives at Yark checked the oil in my car with me on the spot and he agreed that the oil was dirty. He brought the paper towel used to test the oil to the manager. 

  This company does not even make any efforts to figure out what has happened and rudely dismissed me. 

  It's ridiculous that a 2015 Toyota can turn the engine oil black with only 2000 miles. As what I have pointed out, the mechanic at Valvoline didn't think the oil was changed last time, and I totally agree with the third party's opinion. 

  
  I will not change what I said about this business. It's unethical conduct on their part. 
  
  Sincerely,
  
  
  
  **** **

  

  Business Response

  Date: 05/26/2023

  The service manager attempted to discuss your oil concern with you, he asked you several times to stop screaming before asking you to leave. Because you were asked to leave a Toyota Certified Technician was never given the opportunity to inspect your oil condition or oil level. The napkin that was given to the service manager by you with an oil sample on it is consistent in color for a vehicle with 90,000 miles and 2,000 miles from the previous oil change. Prior to your engagement with the service manager, you approached a Toyota Service Advisor, he advised you the oil also looked normal for the vehicle's year and mileage. The photo you provided of the napkin showing the dark wipe mark in the center is caused by combustion gases mixed in the oil. You also mentioned the vehicle was low on oil, your vehicle's engine could be burning oil internally, however an oil consumption test would need to be completed in order to determine if this is occurring.

  Customer Answer

  Date: 06/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  My purpose of filing this claim is to report the conduct of Yark Toyota. I realized that communicating with this business is pointless, because they simply gave speculations without real intention of fixing the issue. I have to emphasize several things:

  1. I did not "scream" when I went to the business to discuss this matter in person. 

  2. The manager did not intend to do anything to fix the issue while I was on the site. 

  3. The representative never said the engine oil looked normal. I don't know what he said to his employer afterwards, but it is not what he said to me. He agreed with me that the oil was dirty and I thanked him "for telling the truth." I appreciate his honest comment.

  4. I reject the speculations of what the black matter was and its origin in the response from the business. If this business is responsible, they should have figured out why the oil looked so dirty while I was on the site. 

  I refuse to continue this meaningless conversation, as I haven't received any meaningful action from BBB. This whole process is a waste of my time and will end up nowhere. 

  I will not respond to further comments from this business in the future, which by no means indicates I am satisfied with the results. On the contrary, I am very disappointed with the whole process which fails to monitor dishonest business conduct. 

  
  Sincerely,
  
  
  
  **** **, PhD 

• Initial Complaint

  Date:05/12/2023

  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.

  On December 30, 2023, my vehicle was involved in a minor collision with a stationary utility trailer. This left approximately a quarter-sized dent on the passenger side rear quarter panel of my 2017 Toyota Highlander. Yark Collision Center completed an estimate, estimating repairs around $2,172.06. I left my car with Yark the second week of January. Soon after, I experienced terrible communication from Yark. Most times, I (the customer) found myself calling for updates, only to be falsely informed (on multiple occasions) on the completion date of repairs. About 4-5 weeks later, Yark called me and stated that my car was done. Upon pick up of my car, immediately I noticed the B pillar trim piece was installed incorrectly, hindering my seatbelt from retracting appropriately. I also noticed that the windshield was clearly a different glass than the one I had dropped it off with. I discovered several other trim pieces in the car installed poorly, dirty hand/finger prints scattered on the headliner, and most importantly, warning lights for safety system issues. I called Yark and informed them of my issues. When I asked why the windshield was replaced (as it wasn’t in my estimate), they said my windshield was broken by the individuals who removed it for the dent repair. I awaited a time for my vehicle’s safety system to be repaired/calibrated. Multiple times, I left my car with Yark for repairs/diagnosis of the issues with no resolution. In that time, I also found missing trim pieces on the roof rack of my car. In early April, I dropped my car off one last time at Yark. They stated they placed a new OEM windshield and recalibrated the safety system. They also replaced the missing trim pieces. For less than two weeks, everything worked appropriately, but the same warning lights reappeared. I called Yark Collision center and my insurance company as well to inform them of the recurrent issue, and to this day, I have not received a call back from either party.

  

  Business Response

  Date: 05/16/2023

  Originally vehicle was brought in 1/11/23- left
  2/3/23. We did give weekly updates while the vehicle was in for repair.
  Customer called in 2/14 stating that the vehicle was throwing codes for the
  front radar- we asked that he bring it in so we could do a diagnosis and
  reprogram, if necessary. We were unaware that the customer had concerns about trim
  pieces being misaligned. Customer dropped vehicle off with us on 2/21. On 2/23, we
  called the customer and let him know that the Toyota dealership was unable to
  reprogram the vehicle and they had reached out to Toyota engineers
  for further instruction. He picked up the vehicle and we ordered an
  OEM windshield. Unfortunately, that windshield was on back order and did not
  arrive until 3/29. The customer dropped his vehicle back off with us 4/7. We
  installed the pieces for the roof rack, had the glass company install the
  new windshield, and took it down to the Toyota dealership for reprogramming.
  The customer was called 4/12 to pick up and said he would pick up the morning
  of 4/13. We were unaware of any additional issues with warning lights coming
  back on until 5/15. We are sorry to hear this is occurring again. We will reach
  out the customer and see when we can have him drop the vehicle off with us
  to have it programmed again at our Toyota dealership.

  Customer Answer

  Date: 05/16/2023

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

  I attempted to reach Yark on 5/4/2023. I did leave a voicemail stating my issue had returned, but Yark never contacted me following this. I was on vacation for two weeks immediately following the return of my vehicle from Yark and was not driving the vehicle at that time. Upon return from vacation, my vehicle immediately began experiencing the same issue on an intermittent basis. The vehicle no longer requires programming, as I took the vehicle to a local Toyota dealership, who, within a few hours, discovered the issue was a damaged wiring harness and a ground wire.  The technician at Toyota notified me that the wires were likely damaged at the time of windshield removal at Yark, as there was no indication of any internal explanation for the damage. Subsequently, this cost me $280 in labor + $20 shop supplies + tax to repair. Finally, after five months of trips in/out of Yark, my vehicle is in proper, fully functioning condition at my own expense. I have attached a copy of the work performed by *** ***** ****** ** ****** on 5/12/2023. I feel it is reasonable that York pays for these expenses, as the damage to the wires was caused while under their care.
  
  
  Sincerely,
  
  
  
  ********* ********

  

  Business Response

  Date: 05/23/2023

  Customer sent in the invoice for
  his repairs and will be reimbursed. 

• Initial Complaint

  Date:05/02/2023

  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.

  I leased a brand new 2023 Jeep Grand Cherokee in April of 2023. When working my my sales rep i informed him I need a hitch installed due to me towing. I have had them add them before and have always gotten mopar parts installed. My sales rep quoted my 1699 installed for a mopar hitch and mopar wiring harness that includes 4 pin and 7 pin. I dropped off my Jeep and when I returned I found a Curt hitch installed and no idea what wiring harness installed. Potentially cutting into the lights to wire in the one they installed. I have called 2 times now to talk to a manager sales and service about this but have gotten no response.
  May 1st I get a call stating that they have screwed up on my contract and calculated the residual wrong and that I need to come up and redo and sign all my contracts now as well. They are stating that my residual is to low and the wrong amount.

  

  Business Response

  Date: 05/15/2023

  Customer
  was quoted $1595 by the salesperson and was only charged $1250. Mopar parts
  were on backorder and our service department requires a two day install, so we
  have been using aftermarket parts with zero issues. We never spoke about the 4-7
  way until after install, which was when customer was informed he could order an
  adapter. The customer texted about ordering more accessories for his vehicle
  after install so we were unaware he was unhappy. This was a cash deal and customer
  is not owed anything. You will find text correspondence attached that shows
  customer was aware of aftermarket. 

  Customer Answer

  Date: 05/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: when I originally ordered the hitch, no one said that there was going to be just a four pin or an aftermarket part would be installed. I have a trailer that I currently cannot use because typically a four and seven pin installed. If I am quoted, one price, I would expect that those parts be installed. It was not until I picked up the vehicle that I found out is for panels installed and I was told to just find an adapter. The adapter is fine however, I cannot use the trailer brakes because the seven pin wiring harness is not installed like I was quoted. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 05/15/2023

  Please see the attached photo showing the correspondence with customer discussing the fact that the hitch is aftermarket and
  if the Warranty is valid.  

  Customer Answer

  Date: 05/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have been talking with the sales rep from day one of the pick up. Who should i be talking with to get these matters resolved? Someone can call me if that would be easier. My whole concern is I asked for a mopar hitch and wiring harness to be installed and when i picked up the vehicle something else was installed and that is when i found out about it. I would like to speak with someone about this. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 05/16/2023

  Please see the correct attached photo showing the correspondence with customer discussing the fact that the hitch is aftermarket and if the Warranty is valid. We have done all we can for customer at this time. 
  

  
  

  Customer Answer

  Date: 05/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: there seems to be a disco on what the actual issue is. I ordered the mopar wiring with 4 and 7 pin so I can tow my trailer. Something else was installed instead without me knowing until the day of pick and at that time I was told to find an adapter. The adapter will not run trailer brakes which is why I requested the 7 pin at the time of purchase with my sales rep. Even in the photos you attach it doesn’t say you are installing something other than what I ordered. Your statement even has my quote and I have the quote on what I ordered so I will be talking with my attorney unless I hear from someone today.  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:04/21/2023

  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.

  I recently bought a 2020 Nissan Murano from this dealership. I haven’t even had the car for 90 days. The vehicle was supposed to be certified and came with 7/100,000 powertrain warranty. I also purchased the 1yr service warranty. I bought the car from Toledo and I live in Cleveland. I live 2.5 hours away. Before I bought it, I was told that I’d be able to take the into any Nissan dealership and get it fixed and have my warranty cover it. I already had to drive all the way back to Toledo 2 weeks ago bc the breaks were bad. They gave me a hard time about that. They eventually agreed to do the back breaks but said the front weren’t bad enough. (They’re still making noise and my local mechanic says they’re bad) They claimed they also did the certified inspection on everything else and that I shouldn’t have another issue. A week later my check engine light came on and I come to find out that it’s an Oxygen sensor. When I first called and spoke to **** he stated that it was covered. He mentioned not only the warranty I paid for but that since I bought the car so recently that any repairs were covered up to 90 days. I haven’t even had the car 90 days. When I went to schedule with service, they’re saying that they won’t replace it or help with it. It’s a little over a $500 fix. I bought this car certified etc. so I don’t have these issues. Ive had more issues with this car than my old car I got rid of. I shouldn’t have to pay for all these repairs on a CERTIFIED USED vehicle that I bought from a Nissan dealership. The only reason I bought this specific car was because I was told that I wouldn’t have to deal with issues like this. I offered to bring it out to the dealership I purchased it at and they still won’t help me. It’s not fair. With my student loans, car payment and rent I can’t afford to keep paying for all these repairs on my brand new car!!! Please help! I’m gonna take it to my local mechanic to get a quote but they should at the very least pay for part. Thanks

  

  Business Response

  Date: 04/27/2023

  Unfortunately, these vehicles are mechanical and also full
  of electronics. We did have the vehicle back to double check the brake
  issue and replaced rear brakes at our cost as we did find they were right on
  the brink of being beyond the certification standard. There would be no way of
  knowing an oxygen sensor is going to go bad until the system tells us. Since
  the vehicle is out of the basic 36 month/36,000-mile warranty it would not be
  covered unless there was purchase of an extended warranty offered by our
  F&I managers. The Yark Cares included in every one of our deals covers road
  hazard for the tires and the loss of a key fob. Without the purchase of a
  Certified Wrap coverage in finance, there would be nothing we can cover unless
  it fell under the 7 year-100k powertrain coverage.

• Initial Complaint

  Date:03/07/2023

  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.

  I financed my car in January of this year, it is now March and I still do not have the memorandum title for my vehicle to register my car and get license plates. I have called multiple times and have never gotten a call back. I can not legally drive my vehicle due to this business's negligence and terrible customer service. I’ve had to make the first payment on it and continue to pay insurance, when I can’t even drive it. They took off my old plates and I had just renewed them in October, so that’s money lost as well. They also told me in my contract how much I would be financing the vehicle for at the end of my lease and they overcharged me.

  

  Business Response

  Date: 03/08/2023

  Customer bought out her lease. Toyota was holding the title because
  she got married during her lease and did not sign an odom statement in her
  maiden name. Our Toyota Financial rep took care of this and got Toyota to
  waive the odom. We have been in contact with Toyota and they are
  processing the title as we speak. Unfortunately, we do not have any control over Toyota’s titling
  department and we are at their mercy. We hope to have this resolved soon. 

  Customer Answer

  Date: 03/09/2023

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

  This isn’t any type of resolution. It’s disappointing and disgusting that this is how a customer is being treated. I have not been contacted one time regarding this, even after being told someone would be calling me to figure this out. That is why I had to go this course of action. I was specifically told that it did not matter to change my name after my marriage, until I financed the vehicle off of the lease. It is not my problem nor negligence that caused this to happen. The dealership should have made sure all of the paperwork they needed, was signed and good to go. Instead, I have not been able to drive my vehicle for going on 2 weeks now. I want re issued temporary plates so I can actually drive my vehicle. I also want my registration paid for and dealt with since this is a ridiculous amount of time for this issue to be ongoing with NO resolution. If neither of those can be satisfied, then the vehicle can be returned. I have never dealt with such an issue like this before and it’s frustrating. It’s also upsetting that the dealership isn’t taking any responsibility for this, instead putting the blame on someone else. This needs resolved now. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 03/14/2023

  Customer has been contacted and a dealer plate was placed on her vehicle until she
  gets her memo title. Again, we have been in
  contact with Toyota and they are processing the title as we speak. Unfortunately, we don't have any control over Toyota’s titling department and we are at their mercy.

• Initial Complaint

  Date:02/10/2023

  Type:Delivery 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 16 car parts for a 2005 Subaru STI totaling $2,951.64 including freight on January 29,2023. I received order confirmation that same day with a link showing the status of order. I continued to check the progress of the status throughout the week and nothing changed, just stated "in progress". Since there were no updates on purchased items, I called several times leaving voices mails asking about the status of delivery. I did not receive any call backs or emails regarding my purchase. I then followed up with an email asking for a cancellation of my order and a full refund. It is going on two weeks now and I have yet to get a response. At this point I would like my money to be refunded. The order number on the email I received was #**** but when I click on the link provided the order number is #********.

  

  Business Response

  Date: 02/13/2023

  All parts arrived to our facility last week and were ready to be shipped. We have tried contacting customer since the 6th with no response. We will be issuing a refund by end of day if customer still does not want his parts. We apologize for the delay.