New Reviewer

Think twice before taking your car to fix

I had the very bad experience with Jim Coleman Infiniti. I wish I had seen the previous review before I took my car there. They even scrapped parts off my car and when I pointed out out, they offered to replaced, until now, I am still waiting. They gave me the run around that they are on back orders. I followed up for an update, but no one bothered to return my calls. It is over six months since I took my car to them and they got paid by the insurance company over $7000 for a bumper, which was not replaced with a new one and the muffler that broke from the accident had never been repaired. They never test drove the car after the so call repair. The car is out of alignment and the entire body rocks since the accident, yet they never cared about the machanical. The mechanical never tested the car anything on the inside, but yet they took parts fixture from the inside. I went into the car and i was surprised to find it shaking. They were looking at me as if they knew nothing about cars and everthting I asked, they asked another department and I got rolled from place to place. Even though the insurance company told them to make the appointment to get an estimate for the muffler they refused to do so and my calls went unreturned. They scrapped parts from my car. See photo. I felt abused with no where else to turn. My phone calls went unanswered or unreturned. I literally felt rolled over. I have never seen one car had the insurance company coming back for several additional adjustments. My car stayed in the shop for over two months and i got it back not fixed at all. Please do not go there with your car. Maybe, a hand cart, but not a car. I am now driving a wreck. Thanks to them. I am now in need of a car. I cannot sell the car because the parts were stolen from the inside and not replaced. I felt scammed.
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ID
#1468999 Review #1468999 is a subjective opinion of poster.
Location
Silver Spring, Maryland

Bad customer service

If there is ZERO star for customer service, Jim Colman deserves it! My new 2014 Toyota Camry involved in car accident and damaged front passenger side bumper, front passenger side park light and night light. I thought its ideal to take same place where I purchased for genuine material and better customer service. After 24 hours after I dropped the car, I was told a $7000 estimate for entire work, and promised to finish the work within 2 weeks. After a week Jim Colman agent called and told me an additional $3000 charge for “new” damage they found. After two weeks, same Jim Colman agent called and said they found “new” damage again and charged me additional $4000. After one month, only the outside body finished and no one bother to touch the inside part which cost me 14K. Since the maintenance exceeded beyond the estimated date, my insurance declined to cover more than a month. My insurance said the work shouldn’t take more than a month and they do not have any authority to request Jim Colman to work faster. After a week without a car, Jim Colman allows me to get 5 days rental vehicle, and promised to complete the work within five days. After five days, I checked the vehicle and no one even bother to touch my car. I was told they are waiting the “parts” and such “parts” are coming only from one place in the US. Throughout all the process the contact person, collusion manager and the mechanic speaks completely contradicting story for the reason why they are not finishing it. I recorded a video and showed to other certified mechanics to give me an estimate. Three mechanics estimated between $3,980 to $5,600 ranges, depends on which materials need to be replaced and which one need to be fixed. This is $22,000 brand new car which cost me $14,000.At end, I was told two mechanics work on the inside part and the work expected to complete in two working days, (8hr x 2 mechanics =16 hours of labor per day). When I checked by the date they promised, my car was exactly the same condition where it was three weeks ago. I complained to the manager again and he allows me to get a one day rental. I asked how they going to finish in one day if the estimate sent to my insurance stated two days of labor for two mechanics. The manager insisted me to take his word without explanation and promised to finish next day. Even though my insurance paid for two days of labor for two mechanics, they completed the work in half day and called me for pick up. After one month and 15 days Jim Colman spent less than a week on the actual work and charged me $14500. The customer service person assigned to handle my case was very disrespectful and always lies to cover the previous lie. I do not recommend anyone to suffer and charged ridiculously high for the service not better than you can get any other garage. Jim Colman will be my option only if entire mechanics wiped out from the universe and my car completely dead.
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ID
#596535 Review #596535 is a subjective opinion of poster.
Reason of review
Bad quality

Terrible cutomer service: lost a lifelong loyal customer

Such poor customer service that they just lost a lifelong customer. I bought my very first new car from Jim Coleman -- a 1997 Corolla. After buying my next few in California while I lived out west, I returned to DC about 3 years ago and found myself needing to buy a new Corolla in March 2010. I returned to Jim Coleman after comparing prices at all of the area dealers (out as far as Manassas and Baltimore). Peter Lee was the salesman who helped me. He gave me the usual salesman stories (e.g., how he himself wanted to buy the VERY car that I was buying but he was forced to hold off on his own purchase so as to allow me, the customer, to take priority (SURE, Peter), and how a little elderly lady who bought a car from him had let her battery go dead and called him in the middle of the night to tell him the new car didn't work, and he OF COURSE answered her call and helped her out of her jam, because he's that nice of a guy and because customer service is SO important to Jim Coleman). But, *** sales tactics notwithstanding, the price was good and the transaction was smooth, other than an error on the paperwork indicating my delivery date on the car was several weeks prior to the day I actually picked it up. I've spent literally the last 6 months trying to rectify this simple mistake (as it affects my warranty). It should be easy for them to handle. Peter, who used to immediately answer my calls and emails before he had the sale, has managed to ignore the vast majority of my inquiries now that he already got his commission from me. I even simply asked him to tell me who I *should* be communicating with (recognizing that he is not a customer service rep), but he failed to answer even that question or direct me to customer service -- instead he just ignored me. I contacted main Toyota headquarters' customer service after 4 months of being ignored by Peter, and they opened an official case and promised me that someone from Jim Coleman's customer service department would contact me within 3 business days. A month passed and (surprise!) no one had contacted me from Jim Coleman, so I wrote a formal letter addressed to Dale Kerns in the customer service department, asking for assistance, giving them the case number, and specifically saying I had been a loyal customer for 15 years (I even brought my car in for routine maintenace in Bethesda just to give them my business, despite living in Virginia), and asking simply for ANY communication from them even if there was nothing they could do to help me. It has now been a full month since I mailed that letter, and not a single word from Jim Coleman. I will never return to their dealership for another purchase, or for service, because they have such terrible customer service. If you do decide to buy a car from them, make absolutely sure that there are no issues that you will need to have taken care of later, because once they have your money they will drop you like a hot potato.
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ID
#228830 Review #228830 is a subjective opinion of poster.
Location
Dallas, Texas

Jim Coleman Toyota - 10 weeks for Repair

Go elsewhere to buy or repair your car. This dealer has taken over 10 weeks for front end body work (no engine damage) on a new Prius. We have called at least weekly and they continue to give us the run-around. Won't give us an estimated repair date. They were difficult when we bought the car, too. Had to be hounded to send us an agreed upon rebate after the car was off the lot and paid for. Washington Checkbook rates their repair shop at 46% stisfaction, others in the area at 71%. Stay clear and stay happy!
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ID
#126522 Review #126522 is a subjective opinion of poster.
Location
Washington, District Of Columbia

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