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A BBB Accredited Business since
BBB has determined that Tom Bush Mazda-Volkswagen-BMW & Mini meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that affect the rating for Tom Bush Mazda-Volkswagen-BMW & Mini include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 5 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||5|
|Total Closed Complaints||5|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||2|
Business ManagementMr. Telis Assimenios, General Manager
Auto Dealers - New Cars Auto Dealers - Used Cars Auto Parts & Supplies - New Auto Repair & Service Auto Repairing - Foreign Tire Dealers Auto Repair - Maintenance Auto Air Conditioning Auto Body Repair & Painting Auto Dealers - Hybrid Vehicles
Alternate Business NamesTom Bush BMW Tom Bush Family of Dealerships Tom Bush Mazda Tom Bush MINI Tom Bush Volkswagen, Inc
Industry TipsUSED CAR SALES
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
9850 Atlantic Blvd
Jacksonville, FL 32225 Directions
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Additional Phone Numbers
- (904) 371-4840(Phone)
- (866) 433-2022(Phone)
- (904) 371-4776 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: I initially brought my car in on April 1, 2016, complaining that the service engine light on my 2008 BMW x3 came on while I was driving my car through a parking garage where the vehicle stalled out, and I could not proceed. I had to turn the vehicle off, and then it proceeded to work. I immediately set up an appointment with Tom Bush; where the only problem that was listed on the form was service engine light, which was incorrect. The service advisor did not adequately inform the mechanics of the issue. However, I was notified that my e-box fan was faulty, oil leaks and steering components needed to be fixed in order to eliminate the problem. On June 16, 2016, the same issue happened again with the service engine light coming on and my vehicle stalled out. The problem was not fixed. I immediately called my service advisor and left a message. He did not return my call. My fiancé ended up calling to make an appointment for service since no one tried to contact me. So, on June 21, my vehicle was checked again. I told my service advisor that I was not happy with my service because he told me that the issue had been resolved; however, that was not the case. He became defensive declaring that he can only go off what the diagnostic machine says. I informed him that I would not be paying for diagnostic since my vehicle was not fixed. He called me on the next day and left message saying he sent me an email. The email stated that now my vehicle needed a valve cover, spark plugs and air filter. My fiancé called and told him that we need not want the service. I went to get a second opinion. I was told that my vehicle was not properly service adequately. I am appalled by the actions of Tom Bush BMW service.
Desired Settlement: I would like a full or partial from my service in April because my vehicle was not fixed.
Customer came in on 4/1/16 complaining of a service engine soon light was displayed without any drive ability complaint. We ran diagnostics and it had a fault for a faulty e-box fan. We performed those repairs and also repaired an oil leak. The car came back in almost 2 1/2 months later with a stalling problem while driving. The car has a valve cover leaking air and is due for routine maintenance like spark plugs and a air filter. We did not charge the customer diagnostics on the second visit as a goodwill gesture. We cannot guarantee a high mileage car from future problems, as we can only repair the problems that exist at the time
Complaint: ******** I am rejecting this response because: when I initially brought in the vehicle it was for the service engine light coming on and due to the vehicle. I was told it was due to the e-box fan; however, that seemingly was not the case because I had the same issue in under 2 months. The mileage on my vehicle should not be factor in determining the diagnosis on my vehicle because one of the service advisors or managers could have simply notified me that this could possibly be the problem, but we are unsure of the true factor of the vehicle stalling. Instead, I was put under the misconception that my vehicle was fully fixed. Regards, ****** ******
I am rejecting this response because: when I initially brought in the vehicle it was for the service engine light coming on and due to the vehicle. I was told it was due to the e-box fan; however, that seemingly was not the case because I had the same issue in under 2 months. The mileage on my vehicle should not be factor in determining the diagnosis on my vehicle because one of the service advisors or managers could have simply notified me that this could possibly be the problem, but we are unsure of the true factor of the vehicle stalling. Instead, I was put under the misconception that my vehicle was fully fixed.
We would be willing to work with customer on needed repairs, but cannot be responsible for future repairs needed as we can only diagnose what the car currently needs.
|5/17/2016||Problems with Product/Service | Complaint Details Unavailable|
|3/29/2016||Problems with Product/Service|
Problems with Product/Service
Read Complaint Details
Complaint: On November 03, 2014 I took my Car (04 Mazda 6 Vin: ****************** for a Air Bag Recall after the Maintenance was Done my Vehicle was Washed and cleaned, and Returned Back to me, week and a half later I noticed my Drivers Seat Left Side was Damaged I called the Service Manager Ms. Dawn Buckland and told her about the Drivers Seat was Damaged, she told me that she will return my call the next two Days, two weeks went by to no avail, so I Decided to to take my car there to the Dealership instead to rectify this problem. I talked to Ms Dawn Buckland the service manager and asked why she didn't returned my call in regards to this matter she said "She Did" but I never saw a miss call or a Voice mail from them however I asked to see the Manger there "Mr Harold" so he looked at my Vehicle Drivers Seat and refused to Repair for the Damages caused by their Employees. My Complaint is that I they need to repair what they have Damaged. in previous Maintenance Occasions I have taken my Vehicle there for repairs and they're the only Dealership that Serviced on My Vechicle. I noticed parts have been changed on my Engine from the Original to Used Parts, for Example: EGR Valve from Salvage Yard, also Damaged Brake Reservoir Cap, Broken Intake Manifold Surge Tank Bolts never did they bothered to repair it in negligents of there part, when I confronted them with these Maintenance Issues they refused and Deny any of this. it cost me money to replace some of these repairs caused by them....I take pride of my Vehicle and Maintain it very well. I'm very Disappointed and Frustrated with there Services and how they treat customers
Desired Settlement: I would like My Drivers Seat to Be Repaired like it was
Business Response: The Service Manager ****** ******** inspected the vehicle with the customer. The padding on the outer portion of the left front seat back is deteriorating. This is due to the age of the vehicle. The repair is to have an upholstery shop replace the padding under the seat cover. The seat cover is not damaged in any way. The airbag repairs were in the dash and no where near the seat. The service manager explained this to the customer, and that it is not anything that could have happened here. As a goodwill gesture he offered to split the cost with the customer but the customer declined that offer, and got in his car and sped away. The vehicle has not been here for service since November 2011, so he is having it repaired somewhere else. We will still split the cost of repair with the customer. We also gave him the name of the upholstery shop we use for a reference.
Business Response: We have explained to the customer why we feel as though we did not create this problem with the car. It is impossible to lean on seat padding and have it come apart. The padding is worn and deteriorating due to age. We will stand by our offer to split the cost of repair with him at our recommended repair shop, Davis Seat cover. We suggest the customer go by there for a second opinion.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: ******** I am rejecting this response because: To Avoid anymore confrontations with this Business I'll pay for my own Repairs However I will no Longer take my Vehicle for any type of Maintenance or Repairs there again I will tell others the BAD Experience I had with Tom Bush Regards, ***** ********
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
I am rejecting this response because: To Avoid anymore confrontations with this Business I'll pay for my own Repairs However I will no Longer take my Vehicle for any type of Maintenance or Repairs there again I will tell others the BAD Experience I had with Tom Bush
Problems with Product/Service
Read Complaint Details
Complaint: On March 10, 2014 I brought my car into Tom Bush BMW for an oil change and an alignment. I got the car back roughly 2 days later and was told that my car would require additional parts which I promptly paid for. I was charged a total of $465.41 for an oil change, alignment and the parts that I was told that I needed. I was told the parts would take a week or so to arrive but in the meantime the oil change was completed as was the alignment. I picked my car up and immediately noticed that the car was still pulling very sharply to the right, as it had when I brought it in initially. I called the person in charge of my vehicle but did not receive a response the next day. I finally got a call 3 days later after I filled out a complaint form via Tom Bush's follow up email that they send after you have had a service performed. At this time I was told that yes, the alignment was done but these new parts would be needed to make the car drive straight. I found this to be false as I had already taken the car and had an alignment done at an independent shop. The independent shop also informed me that my car did not require the parts purchased and my car drives just fine. I returned to Tom Bush to request a refund of $130 (+ tax) for the alignment that was not completed. I was handed over to their ******** ******* ******* who immediately told me that no refund would be given and that the work was performed. After I explained that it was not done to my satisfaction (as the car still pulled to the right) I requested documentation showing how far out of alignment the car was and what they did to correct it. He could not (or would not) provide the requested information. At this time he became sarcastic and disparaging towards me and my complaint so I left the building. I emailed another ******** ******* *** explaining my concerns to which I received no reply as of this date.
Desired Settlement: I would like a refund that I had requested for the alignment which again, was verified to have NOT been completed. I would also like to return the parts that clearly were not needed. This part was a tie rod which cost me $136.85 (+ tax). This total would be roughly $288 (+ tax).
Company's response below:
Customer Reviews Summary