Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/06/2023

  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.

  this picture was taken by a Toyota mechanic at Desert Toyota of Tuscon. It was taken after I had my car towed to their shop. This was two days after I picked the vehicle up from Tucson Hybrids following the installation of a new heater core. The picture shows that the car was disabled due to faulty connection of the heater core. I was forced to rent a car from the airport for 2 days, and paid the Toyota mechanic $500 to connect the hoses. Tucson Hybrids refused to even look at the vehicle prior to the Toyota Mechanic. They will not return my calls, or respond to my emails, The owner has asked my to stop attempting to contact them.

  Business Response

  Date: 12/20/2023

  Dear Better Business Bureau,

   

  I hope this letter finds you well. I am writing to bring to your attention a customer dispute that has escalated to a concerning level of harassment and threats against our business, Tucson Hybrids. We value our customers and strive to provide excellent service, but unfortunately, we have reached a point where we need external assistance to address the situation.

  The issue involves a customer named Bruce, who initially brought his 2017 Toyota Prius to our shop on 4/10/23 with a parasitic draw complaint. After a thorough inspection, we identified a critical problem with the Engine Water Pump and informed Bruce of the urgency of the repair to avoid potential damage, such as a blown head gasket. Despite our advice, Bruce declined all repairs at that time.

  Seven months later, Bruce attempted a DIY replacement of the Engine Water Pump himself and encountered difficulties. He agreed to bring the car back to us for inspection and diagnosis. During this process, we discovered several additional issues, including a stripped bolt in the engine mount bracket, a leaking heater core, he put in the wrong coolant, and various recommended repairs.

  Bruce consistently declined most of the recommended repairs, opting only for the replacement of the Heater Core. Despite our efforts to address his concerns and provide updates during the repair process, Bruce became increasingly confrontational, yelling at our staff, hanging up on calls, and making legal threats.

  We completed the agreed-upon Heater Core replacement, even special ordering the correct part at an additional cost to us, which we discounted for Bruce. However, after picking up his car on December 1, 23, Bruce continued to complain about unrelated issues, such as windshield wipers, and alleged coolant leaks. His behavior escalated to the point where we had to inform him on 12/4/23 that, due to his disrespectful and threatening conduct, we could no longer maintain a working relationship with him.

  Since then, Bruce has persistently harassed our business through various channels, including online messages, phone calls, and social media platforms, prompting us to seek assistance from the Better Business Bureau.

  Enclosed with this letter, please find documentation, including the original inspection report, quotes, text and internal messages.

  We kindly request your intervention in mediating this dispute and helping us resolve the matter amicably. Our primary concern is to ensure the safety and well-being of our staff while upholding our commitment to customer satisfaction.

   Thank you for your prompt attention to this matter, and we appreciate your assistance in bringing a resolution to this unfortunate situation.

   

  Sincerely,

   

  Priscilla Vera

  Shop Owner

  Tucson Hybrids

  Customer Answer

  Date: 12/20/2023

  The picture of my heater core with the hose hanging free of it was taken by a certified Toyota mechanic after my car was towed by a reputable towing company from the Amazon parking lot where it sat over the weekend. The response from Tucson Hybrids claims that I have made false claims of coolant leaks after they replaced my heater core. Tucson hybrids would like to confuse the issue by claiming that my refusal to allow them to do the other unrelated work to my vehicle is the reason why the coolant hose came off of my heater core 2 days after they installed it. Please disregard everything else that they have said in their response as the only relevant issue here is my heater core and the work that they did on it. The Toyota mechanic at desert Toyota very clearly states in his diagnostic that the hose came off because whoever installed the heater core did not seat the hose clamps properly. That is shown in the picture of my heater core hose and in the picture of the Toyota mechanics diagnostic. Also if you go to YouTube and you enter "Tucson Hybrids heater core Bruce Montry" you will find a video that I posted of the desert Toyota mechanics video diagnostic of my car where he also clearly explains that it is the fault of whoever installed the heater core. Again please disregard all other issues that the company has tried to cloud the matter with. Complaint is about my heater core and their failure to install it properly or take responsibility for their mistake. I am actually not threatening anybody with anything I was advising them that I am in fact actually about to sue them if nothing is done to rectify the matter. That is not a threat that is a simple statement of fact. It is my next logical course of action and the only recourse available to me should they fail to voluntarily take responsibility.