ComplaintsforCoughlin Automotive Group

• Initial Complaint

  04/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I went in to this dealership on 3/9/2024 to look at a Ford F150 Lightning. After getting an offer, I decided to wait and try and do a private sale on my car instead of the trade-in offer that they gave me. ****, the salesman contacted me regularly through the rest of March asking how the process was going (he wanted the sale). On 4/5/2024 at 5:25 pm, he sent me a text with a new price on the vehicle. I attached the text below. He was claiming that it was for $63,540. When I called the next day, I discovered that **** was off work that day and the guy I spoke with said that the price was actually $69K. When I mentioned that I received this text, the guy said that it didn’t matter what **** sent me, $69K was the price. This is clear evidence of a bait-and-switch sales tactic. In fact, this “deal” was worse than what I was offered back in March. I want this on record Coughlin Ford is a bad dealership. I also want no contact from them in the future.

  

  Business response

  04/09/2024

  We tried to work with the customer on this vehicle.  He hung up on us and asked not to reach out to him again.  If we cannot reach out to the customer we cannot resolve.  I have marked him as do not contact as he has requested.

   

   

  Customer response

  04/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ********* ******

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 17th, 2024, my 2018 Ford Escapes transmission failed on the highway. I had the car towed to Coughlin Ford of Heath and went to the store on March 18th at 7:15 a.m. The sales person, **** ****** told me he didn't know when they could look at my car and diagnose it. He couldn't even give me a date. He was extremely rude. Since they wouldn't diagnose my car, I asked if they could flush the transmission and put new fluid in. He said they had time to do that today and told me it would be 309.00. I talked with **** later and he said his transmission guy was able to diagnose the car and he flushed the transmission. **** typed on the paper that I insisted the transmission be flushed before they diagnose the issue with my transmission. This was not true at all. The only way I could get the dealership to look at my car was to pay them money. I paid Ford 455.17 for a dead car that I bought from them brand new, five years prior. My boyfriend had the car towed to his place and was draining the transmission fluid and was going to attempt to change the transmission. He has a video of the transmission fluid being drained and it looks like dark brown oil. New transmission fluid should be red. Ford's transmission fluid is known to look brown after driving it for a long time, but the dealership only drove my car a few miles. So, I was charged to have the transmission fluid flushed because **** refused to service my car and diagnose it and then the fluid wasn't flushed. The business only looked at my car because I agreed to get a transmission fluid flush, and then they didn't even flush the transmission. Ford has not tried to resolve anything with me. I called the 1-800 number and filled out the survey, but have heard nothing. They were not honest, kind, and I should be reimbursed my money. I can provide a video of the brown transmission fluid from my car. I appreciate any help you can provide.

  

  Business response

  04/04/2024

  This complaint is not accurate. We did not force the customer to perform a transmission service, she requested it just like she stated in the complaint. We said it "may" help it. Also, once you drive a vehicle the new fluid has residual "burnt" fluid that would get on all the clutches and parts, especially when attempting to drive with faulty internal parts. The fluid would appear burnt, and may have been as a result of driving it.

  We will not reimburse the customer for a service she requested just because it didnt fix the original concern.

  Customer response

  04/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21521123
  
  I am rejecting this response because Coughlin Ford of Heath did not perform the services they said.  The transmission fluid would show burnt after driving it for a long period of time.  I have video of the fluid, none of it is red.  Ford is lying.  What this boils down to is them taking advantage of a women the second I walked in that door.  **** refused to service my car, I finally convinced him by asking him to change the fluid and the service was not done to the car. They were unkind from the start and they are lying and I have the video to prove it and I have a reliable mechanic fixing my car now. 
  
  Regards,
  
  ******** *****

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son brought his car to this location for a quote on fixing his usb port. When he dropped the car off they told him it would be $180 if they were able to fix it as a labor fee. They called an hour later and told him it would be $550 to fix it. He said never mind and he’ll pick it up. They told him he has to pay $180 for a diagnostics fee which he was never advised of when he dropped it off. They hid the charge as a “labor fee” and said it was only charged if he had them fix the issue. They then told him they would take the $180 off if he went with them as a way of strong arming him into using them. It does not cost $550 to fix a usb port. He has since had it fixed for $150 which is less than their “diagnostics fee”. When I spoke to the manager he said they were over charging him because it’s $180 an hour and they only had the car for 30 minutes but still charged him $90. This fee should be properly disclosed up front or not charged at all.

  

  Business response

  03/22/2024

  The customer came in and requested Diagnosis of the problem, not simply an estimate for repair or replacement. Our technician had to refer to wiring diagrams and diagnostic charts in GM Service Information to check power, grounds and signal to properly diagnose the problem. This also required taking apart part of the console to gain access to the wiring on the back side of the outlets. We have a standard diagnostic fee that we charge which is 1.0 hour at 180.00 an hour. The customer was told that, said he understood that and signed the repair order with all of that information included. He was given the estimate done with the only parts that we can use being a GM dealer. In this situation the USB parts were part of an assembly that we would have to take out the console to replace. We offered to take the amount off or the repair if he chose to have it repaired since we had it partially disassembled for diagnosis. He chose not to have the repairs done. I received a call from his mother who wasn't present at the dealership at any point claiming her son was not told the truth about the diagnostic fee. I talked to the technician about the diagnostic and he, being flat rate, agreed to reduce his diagnostic fee to .5 hours as a good will gesture. This wasn't acceptable to the customers mother, and she is doing what she said she would do in trying to discredit our dealership. She said she had been to several dealerships and had never been charged a diagnostic fee. I assured her that most dealerships and repair shops do charge them. I do not ask my technicians to work for free, or guess blindly and just sell parts. I stand by my actions as being honest and truthful. Included is a scan of the repair order with the complaint boldly stating USB ports do not work. The customer has signed the repair order with the estimate in the initial estimate box. I'm sorry for the misunderstanding, but this is a business.

  Customer response

  03/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21465260
  
  I am rejecting this response because: 

  It specifically says on page 1 of the document attached to the response from the dealership "If I authorize commencement of repair or service, I understand that a charge will be imposed for disassembly, reassesmbly, or partially completed work."    He did not authorize the repair because of the cost. This is exactly what he was told when he brought in the vehicle. "If we fix the problem you will be charged X.XX" The problem wasn't fixed. They are not up front about the charges. It was listed in writing and verbally as only charged if the the issue was repaired. I do not care about "discrediting your dealership". I care that you are fruadulently charging customers while holding their vehicles hostage. Additionally, the person on the phone said I was "overcharged" and the response says it was "good gesture". Another example of lies being told by this dealership. 

  Regards,
  
  ***** ******

  

  Business response

  04/05/2024

  Please send us ***** ************ correct address to send the check.

  Customer response

  04/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21465260
  
  His address is:

  *** ******* ****** *********** **** *****. I will consider the matter closed once the check is received. 

  
  Regards,
  
  ***** ******

• Initial Complaint

  02/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  purchased a 2012 chevy equinox from Coughlin automotive in Chillicothe oh approx., last Aug., 2023 less than 3 months later I had to take the car to the Coughlin service dept. because it was making a strange noise. Ended up having to pay 3600 dollars to have it fixed. The problem , which I later found out was not an unknow problem with this year of this Model Equinox. Despite the as is status, I made a concern on the Coughlin web site, got a reply saying to contact the Customer service dept. to discuss the matter. I called, left a message and my phone number. To this date, noone has called me back.

  

  Business response

  02/23/2024

  Unfortunately, we have no way to know what may happen to a vehicle with 130,000 miles on it almost 2,000 miles after purchase. The vehicle was sold 100% as is. If the consumer would like to come in to see if we can trade them out of it we would be happy to work with them.

  Customer response

  02/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. I bought this car "AS IS", which I understand . However, despite me and my family having purchased cars at Coughlin in the past and feeling trust in the dealership with having purchased a car, a truck and my daughter recently purchasing a jeep . This experience has left me with a certain level of distrust now. I will definitely look elsewhere for my next vehicle purchase.
  
  Regards,
  
  ******** ******

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  10-31-2023. Used car purchased by a mother currently helping fostering four (4) foster children. I put down 500 as a cash down payment. Financed vehicle for approximately $12,000. 10/31/23. I explained the reliability is very critical due to children being taken to appointments in the vehicle. I was told by the salesperson, this vehicle has been fully checked and certified drivable by the service department. 11/8/23: Car Broke Down on the Highway with three (3) children (two infants and one teenager) in the car going 65 miles per hour. It just died, mother pulled over to the shoulder and had the car towed to Coughlin Automotive, the dealership which we bought the vehicle from. It has been a there since. No one has returned our calls and given us any explanation of breakdown. 12/11/23: First car payment is due.

  

  Business response

  11/15/2023

  Unfortunately, we cannot predict what may happen to a vehicle after the sale. We have provided the customer with a loaner vehicle, towed this vehicle to our Hyundai Dealership and will diagnose it tomorrow morning. Once we know the cause of failure we will notify Hyundai to see if they will cover it. We have been in touch with the consumer.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a car on 7/27/2023 at Coughlin KIA of Lancaster, **** ***** ******** St, Lancaster Ohio, I also purchased a Service Contract that was grouped together and then added tax. On 7/29/2023 I canceled the Service Contract but the tax wasn't included that needed to be refunded together. If the tax that was charged for the Service Contract is not refunded, it will be added to my car/tax that I will be paying interest on. I spoke to the Dealership and they said that I would not be getting the tax charged to my Service Contract refunded. This should be corrected. There may be a lot of other car customers who may not be aware of this discrepancy or mistake.

  

  Business response

  11/02/2023

  We have been in contact with the customer and have reached a Good Will resolution.  I consider this claim to be handled.

  Customer response

  11/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ******* *******

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to coughlin to get repaired due to being in an accident. And upon my car taking a month to be repaired it was left in subpar condition. Pieces that were replaced have scratches on them, scratches on items that were not repaired but charged to my insurance. I have spoken to multiple shop people including the shop manager Eric. I was promised pieces would be fixed but they are unwilling to reach out and have even hung up on a customer. Extremely terrible service and upon being charged for a muffler that they don’t fix there and had to take to a diff shop. And find out it was dented and not the correct side upon my bumper also having cracks in the clear coat and multiple scratches

  

  Business response

  10/24/2023

  The consumers insurance company is who determines what work to do NOT the repair facility. We can only do what they tell us to repair, we have told her that she needs to call her insurance company if she is not satisfied with what they authorized. We did NOT damage her vehicle, you can clearly see on the intake photos that white house paint on her vehicle was present when it was dropped off. We do not paint houses and all paint work is doing in a contain, sealed paint booth. There is nothing else we are going to do unless her insurance company gives us the authorization to do so.

  Customer response

  10/26/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20774440
  
  I am rejecting this response because: I’m not talking about anything besides the area that was repaired. I was told upon picking my car up the new black piece that was replaced is scratched and would be repaired however no one is reaching out. And multiple cracks in the clear coat on side that was repaired. I did not bring up any other complaints other than the area repaired not being fixed correctly. I was supposed to be reached out to upon fixing the entirety of the bumper however no phone call was received or conversation had been had. And the motion sensor was replaced but the outside is still scratched. Very poor service and even worse customer service as in refusing to give any contact to *** ***** from my insurance asking and they’re refusing to acknowledge 
  
  Regards,
  
  ******** *****

  Customer response

  11/03/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20774440
   ******** *****

  **** **** ** *********** **** *****
  
  Regards,
  
  ******** *****

  

  Business response

  11/06/2023

  We will refund the amount discussed.

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2021 Nissan Rogue AWD SV from Coughlin Nissan in Heath, Ohio on 6/27/22 and the vehicle did not come with 2 key fobs. Took my vehicle in to get the fob and it did not work. After multiple attempts to get the FOB to work it was determined that the NAts Antenna was not picking up key signal and was actually causing issues with the key fob that was working. Installed a new Switch assembly - ignition from NATS antenna and it did not fix the issue. I was told that Techline was contacted, and they told me that they would get back to me about a fix and at that time there was no fix available. When I took the vehicle back on Oct 11th, 2023, because of this issue I was told that the previous staff was all fired, and they lied to me about any work on my vehicle and that they did not really contact Techline for a fix. I told Ian that it was not my fault that I was lied to and that the previous staff did not fix my vehicle and that Nissan should make it right and fix the original problem that existed when I purchased the vehicle. I have taken the vehicle in multiple times (see attached) to get the problem addressed and have only been given the run-around instead of fixing the issue.

  

  Business response

  10/20/2023

  The vehicle is in our shop currently and we are in touch with the customer. We are fixing the vehicle for no charge and offering 2 free oil changes for all the hassle.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May of 2023, I went to Coughlin Kia of Dublin, Ohio to trade in my Kia Sportage to upgrade to lease a newer Kia Sportage. I did the paperwork and when I drove off in the vehicle, I immediately did not like how it "handled". Within 15 minutes, I returned the Kia wanting my trade back. They said they would work with me on another lease and was successful. However, during the process, the first Kia lease was not canceled. I called relentlessly for 2 or more months and no one would return my calls. During this, the first Kia went into delinquent status and my credit score went from mid-740 to 640s. It was August before anyone would return a call. They were able to cancel the first Kia lease. But, severe damage has been done to my credit rating. Three weeks ago, a "general manager" said they were working relentlessly on how to repair my credit. In the meantime, my score continues to drop and no one from Coughlin Kia of Dublin will return my calls.

  

  Business response

  10/09/2023

  We have been in communication with this customer.  His account was paid off on September 23rd to Kia.  It takes 30 days for this to report on his credit.  We are continuing to monitor and expect this to be resolved at the end of the month once the payoff closes out and changes to current.
  
  

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Audi s5 problems Steering is super loose.. hard to keep straight. If you hit a bump it will pull you to the other lane. (Control arms & bushings) (Clanks around while driving) Motor rattles on start up (timing chain guides) Rough idle (motor mounts, spark plugs, or pcv) Leaks and burns coolant and oil (Smokes from under hood) (Oil dripping from “fixed” valve cover gaskets onto exhaust manifold Refused to fix due to “not having enough knowledge on Audis at a Kia dealer” they brought it to me already running both times I drove it (test drive and after purchase) during short test drive I noticed the tires made lots of noise and figured that was the only thing needing replaced since I was told the car has had all issues taken care of. Shortly after leaving the dealership I arrived home to the car rolling smoke out from under the hood. I Went to take the car back the next day and upon the first start of the day the engine rattles like crazy for a few seconds. After the car warmed up I left to have it looked at. Upon arrival the general manager gave me a worksheet showing the work done and told me “the valve cover gaskets were replaced so the low oil and rattle is due to not enough oil in the heads.. add oil and see how it goes for the next few weeks. There are also fresh pads and rotors put on”. I was also told by the general manager “it was most likely old oil dripping off and to let the rest burn off or to take the car to a detail shop and have the engine bay sprayed out” (luckily I own one so it was free) after 2 weeks I was told to come back and have it looked at. When that time came I brought it back and it was still leaking with oil all over the entire motor, motor rattling, and a super rough idle. When I asked them to help me with fixing these problems I was told they wouldn’t fix the problem due to not having the education/skill to do so. They kept the car for a full week just to tell me they sprayed the entire engine down with brake cleaner and to come back in 2 more weeks to see if it’s still leaking. I drove the car for another 2 weeks and noticed the oil and coolant level were both low so I brought it back on Friday 9/22/23 and was told I would get a call Monday morning to get an update or come get the car. It’s now Tuesday the 26th and I’ve heard nothing. At this point I would just like my $4000 deposit and first payment back and to return the vehicle.. The entire time my temporary tags have been on the car it’s been at the shop. I’ve payed for this car that I haven’t even gotten to drive 10 times in the last month and a half I’ve owned it. Been up 4 times in the last month to get it fixed not including date of test drive and purchase and still have had nothing resolved. Have only had the car in my possession for half of my ownership. The last 3 days Monday September 24th - Wednesday September 27th I’ve tried to get ahold of the general manager Jared ward many times via phone calls and in person also having multiple employees from the business get ahold of him to speak with me and it seems to me like he’s trying to not come forward about selling me a clearly unsafe vehicle that they knowingly hid the problems on.

  

  Business response

  10/02/2023

  We have reached out to Mr. ****** and agreed to buy his Audi back.  We will make the arrangements in the next couple of days.

  Please close this case. 

*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. ↩