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:02/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I am seeking your assistance in resolving an issue with a recent service performed on my vehicle at a dealership. I took my car in for recall repairs in July 2024, which included addressing a transmission acceleration issue. I was told those recalls were fixed, but in December, my car was towed to the dealership due to a complete transmission failure caused by metal shavings in the fluid, suggesting a manufacturing defect. The initial multi-point inspection confirmed that the fuel tank passed inspection, and the only issue was the transmission. After paying over $3,400 for the transmission replacement, I was told everything else was in good condition, except for the need to replace the brakes, rotors, and tire pressure sensors. However, the very next day, the check engine light came on.I returned the vehicle, and was informed that the fuel tank now requires repairs at a cost of over $1,200. The timing of the failure seems suspicious, and I suspect the fuel tank may have been inadvertently damaged during the repair ********** is unusual for a fuel tank to fail so suddenly after a transmission replacement, as they are typically durable components. Ive consulted with other mechanics, who suggest the damage may have occurred during the repair, possibly from the tank being crushed or punctured, or an EVAP system leak.Given the timing of the failure, I believe the dealership should cover the cost of repairing the fuel tank, as I suspect the damage occurred during the transmission replacement. I would appreciate your help in facilitating a resolution between myself and the dealership, as I now face a costly repair that may have been caused by an error during the service.

• Initial Complaint

  Date:08/21/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On 8/13/2024 I went to coggin **** to put a deposit on 2017 explorer, I was told it was 100% refundable i used my debit card and gave $500 , s ********* was the finance manager Who took the payment. That evening i encountered a problem. that was a big expense , so the following morning i informed my salesman ************************* that i was not going to buy the car and wanted my money back. Its been over a week, I called the dealer and left messages and no callback or email. I would like my money returned with no hassles.

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My car was repaires at the Coggin collision center. The rep **** and my own insurancr rep told me you can get demished value (accidentnwas not my fault and insurance company would pay for demished value)*************************** at Coggin told Me could get thr demished value from sales office person. My insurance lady said same thing any dealership would be able to give you a letter or trade in info showing deminished value. (Value of vehicle without damage and without damage).Coggin **** a manager aaid they couldnt do it and then I fussed. Then he said the different was $1895.00. He aaid he would give paperwork to *************************** in collission. When we picked up vehicle he did not have paperwork.When I called asking for sales manager left messages. Never received a call back

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Today, 4/15/24, I attempted to purchase a vehicle with an online price. When I attempted to purchase it, the dealership marked it up $10k and said it was a mistake. They were not willing to honor the price and insisted I should pay the additional $10k. Their website has disclaimers all over it that if you keep a copy of the internet price, they will honor it and they did not and were not willing to concede the above MSRP price they were trying to get from me.

• Initial Complaint

  Date:02/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I bought a 2015 **** explorer xlt, 2 days after having it the transmission was slipping in 3rd 4th and 5th gear. Looked at the transmission fluid only to find it had a previous problem before they sold me the car. It has metallic flakes all throughout the transmission, they said i could not return the car. Then they said i cant have it fixed within a month, they dont want to pay for the damages the vehicle had whilst in their possession. I do not want anything else to do with this vehicle. Im flat out fed up with this businesses bs.

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Called and spoke to the finance manager *************************** to cancel ************* extended warranty on my 2020 **** mustang gt purchased through Coggin **** Deland. Filed all the necessary paperwork as they told me I needed to contact the dealership for cancelation and have not had any confirmation or returned contact in over two months. Finally spoke to the contract provider and explained the situation to them, as they confirmed the dealership never filed the paperwork so they accepted my copy that I had to forward over after the fact.

• Initial Complaint

  Date:09/12/2022

  Type:Product 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.

  On May 30th, I bought a vehicle from Coggin Ford. In less than 3 days, it began having issues. The sales manager advised it hadn't been properly inspected. I had to fight to get them to fix the vehicle. I got it back many weeks later only to have the same issue and more problems. Coggin Ford's General Manager agreed in person and multiple times in writing (hundreds of texts from his personal cell phone) to get the Jeep fixed and switch it out for another vehicle I'm happy with. Coggin Ford's general manager has refused to do what he agreed multiple times to do and is now not returning my calls or text messages. The dealership multiple times took responsibility for me getting an unreliable vehicle which was poorly inspected or not inspected at all and yet now is refusing to do what they agreed to. I did everything the GM asked me to do. They even let my vehicle sit on their lot for an entire month before they sent it to be repaired & still made excuses as to why they couldn't replace the Jeep with another vehicle I was happy with. All I want is my down payment back and for them to take back the Jeep. They took advantage of me buying a car for the first time by myself and the general manager won't do what he in writing multiple times agreed to. I've given them several months of chances at this point and have gotten no where in this situation. They will take advantage of a single female coming into their dealership and you cannot trust the vehicles purchased on their lot. I have well over 100 text messages between myself and Coggin Ford's general manager which eagerly support my claim.

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 8, 2022/10/04) */ Thank you for the opportunity to look into our customers concern and respond. At Coggin Ford Deland we strive to provide an excellent guest experience with each visit, so it is disappointing to read our customers concern. Ms. **** purchased a 2019 Jeep Compass in May from Coggin Ford Deland. The vehicle was "as is" and purchased with an extended warranty. Ms. **** did have an unforeseeable mechanical concern with the vehicle shortly after purchase. Coggin Ford placed Ms. **** in a loaner vehicle to ease the inconvenience while her vehicle was repaired. Ms. ****'s vehicle is now repaired and operating as designed. Ms. **** expressed her interest in trading the vehicle when her vehicle was ready. Mr. J******, Coggin Ford General Manager, located comparable vehicles for trade. Mr. J****** provided several options that Ms. **** turned down. Ms. **** suggested a few vehicles she was interested in, however, with her request to remain at the same payments these did not fit into the parameters. Coggin Ford Deland sold in good faith a vehicle to Ms. ****, repaired the unforeseen mechanical concern, and placed her in a loaner while being repaired and searched for alternate vehicles to trade into at her request. While we understand needing a repair so shortly after purchase can sour the experience for a customer, Coggin Ford did everything it could to accommodate our customer. We respectfully ask that this case be closed.

• Initial Complaint

  Date:08/09/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  I had an appointment this morning at 7:40AM to have a transmission flush and a diagnostic for my check engine light. I asked the lady how long it should take and was told 3 1/2 to 4 hours. I ubered back to my house. I called them after 4 hours. I get told the "mechanic" is on lunch break. I call back in another hour and I'm told hes still on lunch break. Do they take hour and a half lunches? Anyways, at this point its now 5 and a half hours since i left and I finally speak to the service department manager. I expressed to him i needed to get my truck because i need to leave for my vacation and I should have been on the road a while ago. He said the diagnostic is half way done but its going to be another hour or two if i want to wait. I came to get the truck with my mom because she was kind enough to drive me back over. My mom expressed to him how our plans and our day is totally ruined because of their poor time management skills and unprofessionalism. We have a 4.5 hour commute. We had an excursion booked for this evening that is non-refundable. She asked him based on these different variables if he was able to issue a discount to the bill. He told us that there is no bill. And then explained that they have not even done the transmission flush. Or clearly completed the diagnostic. So they had my truck for 5.5 hours and have performed no work? How insulting! My mom expressed to him that she will contact the owner of this location and he said ok. I told him i will write this review and he said "good luck with that" followed by him telling me basically to take truck and leave the establishment. How rude and unprofessional. Not even an apology. So I wasted gas and time driving 30 minutes there, a $35 uber back, having my mom bring me there, her driving back and me driving back yet again. Not to mention the money I lost out on for my excursion and a wasted hotel stay. This was my daughters family vacation for the year and they just robbed us of this day.

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/08/16) */ Thank you for the opportunity to look into this concern. The store has reached out to our customer to arrange resolution when she returns from out of town. Consumer Response /* (2000, 7, 2022/08/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you Bruce J****** for your great customer service and Jennifer. You were very apologetic to my experience and helping me to address my concerns. Hopefully the other employees will follow suit. You were both more then kind to me and I'm glad I gave this business another chance.

• Initial Complaint

  Date:07/10/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  On 07/09/2022 I went to Coggin Deland Ford to look at a 2019 Chevrolet Colorado Z71 advertised on the internet for $30,000.00. When I arrived I was met by Shaun D******** a salesman. We took the truck for a test drive, we talked price. They Jen the sales manager and another gentleman appraised my 2004 Ford F150. Then I was introduced to Rob K*****, Finance director. Rob showed me a paper with my cost estimate showing MSRP $32,125, Discount $2125 bringing the sales price to the advertised $30,000. It shows $4600 Trade allowance with balance of $25,400. It shows it shows tax at $1602.82, tag and title at $348, and predelivery $799 for a grand total of $28,149.82. I have a picture of this paper. I agreed with the understanding I had pre-financing with **************** Credit Union. I also paid a check down payment of $5,000.00 I trusted Rob K***** to do the paperwork properly. All went well and we did the trade. Today, 07/10/2022 I decided to check out some information and found he had jacked up the selling prices to $35,017.36, $5,017.36 more than the agreed price which also jacked up the tax amount. I did purchase some additional amenities as Gap coverage and warranty for a sum of $6778. with additional fees they put in there such as tags, transfer fee, registration fee, and Government Documentary Stamp Taxes. A Grand total of 33,092.36, a difference of $5,017.36 based on the original agreement.

  Business Response

  Date: 07/20/2022

  Business Response /* (1000, 5, 2022/07/16) */ Mr. ******* returned to the dealership and we resolved his concerns. Thank you for the opportunity to address and resolve the complaint. Consumer Response /* (2000, 7, 2022/07/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Communication with the dealership allowed this complaint to be resolved.

• Initial Complaint

  Date:05/20/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  Unethical practices in the finance department by finance manager. Had me sign with a different lender with no explanation. When I complained to management they said it wasnt true and then a sales person confirmed it. Below is my email with the explanation to them. First of all, Lu was fantastic. He is the man and was helpful. My problem was Rob, once we got into his office and we talked, he mentioned he had a deal with Wells Fargo and that he would go over it, but he never did. By the time I signed everything and sat down at home, I noticed that i had indeed signed with Wells Fargo as my lender after no explanation whatsoever. I was already approved with Capital One and thats what I thought was happening. I also noticed on the ipad that Rob was showing me for gap insurance, on the top left it said my base payment was 368$ a month. I declined gap insurance. But then Rob did some stuff and said gap would be 3$ more and that my payment would be 393. Then after he added everything he says "399" it is. I dont know how the top left said 368 and I ended up at 399 even when he told me it would be 393. The next day I was asked for my paystub for some reason as a "they may have found me a better deal" and I heard nothing back. Now they want me to come in on Saturday. After seeing what you guys did with the lender. I seriously do not trust Rob or the dealership. I want to leave a review detailing everything that happened with 1 star, but would like your help. I dont understand why you still need paystubs and need me to come after already adding so much to my payment and tricking me into signing with another lender. Rob behaved in a seriously, seriously unethical manner. He is the reason people dont trust car dealerships, and if I can get even one person not to be tricked by him, then I will. I need to know if we can rectify this. I feel seriously slighted and dont trust you enough to come in on saturday for a "better" deal. I already know Rob wants to bleed me dry.

  Business Response

  Date: 06/21/2022

  Business Response /* (1000, 5, 2022/05/31) */ Contact Name and Title: Bruce ******* - GM Contact Phone: XXXXXXXXXX Contact Email: *********@cogginauto.com Good morning, Thank you for the opportunity to address Mr. *********'s concerns. I have been in contact and we have resigned paperwork and he is happy with the results. Please let me know if you have any additional questions. Bruce ******* General Manager Coggin Deland Ford Consumer Response /* (2000, 7, 2022/06/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)