ComplaintsforCoughlin Automotive Group

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2021 Chevy suburban that has been in Coughlin automotive ( Marysville Ohio) repair shop 4 times this year. They have had my vehicle for 3 weeks as of now and have made no attempt to repair it. I have contacted GM customer service and have a district advisor ******** **** * **** ****** *************) but they are unable to reach anyone at Coughlin service. When you call service it rings and you get no answer. When you go in there personally to inquire about your vehicle they are clueless. I have left several messages with the service manager **** ***** who assures me they are working with GM but GM reports there have been no communications made between them and **** *****/Coughlin service Marysville. According to **** *****, my engine is faulty and I either need a new engine or I need the vehicle to be bought back by GM. I have attempted to start this process but GM is unable to get a hold of anyone at the service department. They also have no courtesy/rental cars to provide to me so I have been without a vehicle for three weeks this particular round but in total they have had my vehicle eight weeks since I’ve purchased it.

  

  Business response

  10/25/2021

  -This vehicle is currently under repair. Our records show it has had the lifters replaced 3 times per General Motors Technical Team. The dealership can only perform warranty repairs as instructed by the manufacturer. The difference this time is we ( the dealership) have requested to replace the camshaft in addition to the lifters. Gm is involved in this repair however our area representative has since been transferred to another region which is why it appears there has been no contact. The dealership is doing everything we can to get this vehicle back on the road and trouble free.

  ******* *** ****** ************
  

  Customer response

  10/25/2021

  *** *** ** *** *** *** *** *** ********* *** ********* ********* *** **** ***** **** ***********  ********** ********
  I am rejecting this response because: 
  
  I called and spoke with GM again this morning. According to their documents, my advisor ****** has attempted to reach out to **** ***** but was not given a response back. When I drove into Coughlin this morning, I spoke with **** in the service department who told me there is a voicemail regarding this case/matter on ****** voicemail. I then spoke with **** ***** who told me he was unaware of this voicemail. There appears to be a lack of communication regarding this case. ***** did tell me this morning that the lifters and rods are in the process of being replaced and repaired today. I do not have faith in this engine as it has continued to be faulty despite replacement of these items in the past. I am requesting a buyback from GM of this vehicle.
  
  ******** *** *******

  

  Business response

  10/25/2021

  If the customer is requesting a buy back there are instructions in the owners manual on pursuing lemon law buy backs. The dealership has no say so on these matters and is completely indemnified per or dealer agreement with General Motors.

  *** *****

• Initial Complaint

  10/24/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Paid over 30,000$ for vehicle please attached document for further details.

  

  Business response

  10/25/2021

  In an effort to promote a good customer relationship we are giving them a full refund on this vehicle. If they would like to look through our website we may be able to find a vehicle that better fits their needs.

  ******* *** ***** ************

  Customer response

  10/25/2021

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. 
  
  ******** ***** *****

• Initial Complaint

  10/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited Celebration Kia 9/27/21 for an oil change, troubleshoot an engine light, and address a recall Kia placed on my vehicle in Jan. '21. The advisor said that the work for the recall would take care of the engine light. Work was done, I paid for the oil change, the engine light was off, and I left. I drove the car for about 10 mins, and engine light came back on, and the car went into 'limp mode', would not go above 60. Drove the car back, the advisor told me because of the recall, Kia would take care of the repair, they'd just need a couple days to get approval from Kia. Called back 5 times over the next 2 weeks, was told 'still waiting on approval' or they'd have to call me back, and wouldn't. On 10/8/21 I called, was told my advisor had been fired, and a test needed to approve the work had not been done yet, my car had been 'lost in the shuffle'. They did the test, they said it passed, and now I have to pay for any more diagnostics/repair, and car is in worse shape than before.

  

  Business response

  11/09/2021

  Dealer was waiting for authorization from kia for approved repair, Kia did end up approving the repair, engine was ordered. Some parts were on back order, got all the parts on 11/8/2021. working on vehicle hoping to have it done by 11/10/2021. Kia is covering the repair.

  Thank you

• Initial Complaint

  09/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 09/09/2021 I was traveling on highway 270 at the 71 highway exit in grove city, Ohio. As I was driving I noticed my steering wheel felt as if it was not attached. The next thing I knew, I heard a huge crack, felt a hard smack onto the ground, and I was scraping a long the highway. My front drive side tire had completely broke off of my new 2021 GMC Sierra that was purchased in Jan 2021 with 70 miles on it. I was traveling the speed limit at 70 mph. Due to my tire coming off I lost control and was heading towards oncoming traffic during rush hour. Thankfully, my truck was eventually stopped by guard rail in the median. My daughter and I were taken to the ER. My 6 year old daughter has suffered a cervical sprain. I have a torn rotator cuff and several sprains. I consulted with my insurance due to needing a rental for work. The dealership has avoided my insurance and has been everything but helpful to me. They have completely pushed me away.

  

  Business response

  09/22/2021

  Ms. ******* purchased this vehicle on 01/16/2021 with 70 miles as stated.  Coughlin did one Lube Oil and Filter on 04/22/2021 with 10,182 miles on it.  The customer has had the vehicle 8 months and the vehicle has 27,394 miles on it.  We have been working with her insurance company and have been in contact with them at least three times.  Mr. ******* came to the dealership on Friday and General Manager *** ****** and Body Shop Manager ***** **** both spoke with Mr. *******.  Coughlin is not avoiding her or her insurance company.  

  Ms. ******* has asked to stop working on her vehicle so that she can take to another dealership.  

  Coughlin will wait to hear from Ms. ******* and her insurance company on the next steps, but we will be more than happy to accommodate her requests to take to another dealership.

• Initial Complaint

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  14 Honda Civic SI bought 8/21/21. Test drive less than 5min no issues live over 1hr away barely made it home. Not shifting and clutch grinding. Sent email next day to Katie and called **** GM on Tuesday. Have 30day/1000mi warranty no drive since 8/21 less than 150 mi put on it I had towed to Honda Marysville for 360 point inspection clutch bad and possible transmission **** stated tow back and either fox or refund 7k down payment & null loan today their techs said nothing wrong with car&had towed to **** ******** ****a in Heath they agree with Marysville clutch needs fixed & transmission asked for a tear down to point of failure **** said no ****** told me to stop calling & emailing or was going to return DP and null loan. No one will return our calls. I want my car fixed properly. I have no car. No rental offered. He yelled at my mother on phone when she said she felt screwed. I just want my car fixed and done right at Hinderer Honda. This so my first car purchase and have not enjoyed this

  

  Business response

  08/27/2021

  We have decided to take the car back and refund his money, that's all we are going to do. 

  ****** *** *****

• Initial Complaint

  08/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hello, I reached out to this business online about a vehicle. I immediately was contacted by several people that day. I sent in my information for a credit app. Through the course of the day I was in correspondence with a salesman that assured me the were working on my inquiry. Hours later I inquired about how much a payment would be but was told the salesman was very busy and never got a price offer for the vehicle to which I responded “never mind”. Didn’t really think past it until I got an email from the dealer ( I will attach the email) asking me what I needed and that they would get me the information I requested in short order. I responded to the email with and still no reply or explanation of what was going on and what happened with the credit info I sent in. I’m confused why they reached out to me after the first initial correspondence if they had no intention of giving me an explanation. I tried several times to reach out to the corporate office online also with no response.

  

  Business response

  08/20/2021

  We apologize, our General Manager has just left him a message. It was his understanding they could not make the payment work and thought there was nothing else to be done.

  *** *****

  Customer response

  08/20/2021

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** *******
  
  Although I feel nothing was done in short order and the fact I had to send more than 1 email is a little puzzling (and everyone of them I sent went unanswered, not getting a single response, especially since I submitted financial info) I accept the business's response to resolve this complaint. 
  
  ******** *** ********

• Initial Complaint

  06/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In email from Nissan It clearly states paying over market value and paying off your existing loan! NO DISCLAIMER IN THE EMAIL! I went into the dealership (I even bought this car from them last year) they tell me they will only give me about $20,000 for my car, when I still owe about $24,000. I didn't have time to fight with them that day so I left. I call back into Nissan and talk to Charlie, he says he knows nothing of the deal and has me forward him the email. He calls me back later that day and says well it should have a disclaimer on it, we don't make the emails..., I get emails like this from other places all the time and I just pass by them... he totally blew me off and didn't want to help me at all. Once I told him I was going to file a report against them he said he would talk to the owner. Finally three days later he gets back to me and says well there should of been a disclaimer and the owner will not give you the deal in your email! (I also have this conversation recorded)

  

  Business response

  06/29/2021

  We have reached out to the customer and reached a resolution.  Please close case.

   

   

  Customer response

  06/30/2021

  I accept the business's response to resolve this complaint. 
  
  

*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. ↩