ComplaintsforBill Collins Auto Group

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2019 Chevy Tahoe from Collins Nissan on 6/1/24. I traveled from PA to KY, to do so, on my way to vacation in Nashville, TN. They had changed the price from 29,995 to 29,500, which I didn't question but thought was strange. When I arrived to said business, I test drove the vehicle with the sales gentlemen in the front seat, directing me where to go. The vehicle never got above 50 mph, thought was strange, after the fact. I had asked to swap tires for my old ones and they were very accommodating, again thought was strange, after the fact. Traveled to Sparta, TN to start vacation, then to Nashville, and thought I noticed a "catch" or "slip" in the engine every once in a while. I parked the vehicle at the *** *** most days except for one 20 mile round trip. Enjoyed our vacation until Thursday 6/6/24, when I headed back to PA. On our way back it seemed the "catching/slipping" was happening more frequently. Friday 6/7/24 morning I reached out to my mechanic and scheduled a visit to have the vehicle put on a computer Monday 6/10/24 morning. He stated that the transmission was having an issue. I reached out to the sales guy and told him what had happened and what the findings were. I have not once received a call back about any of it, but was TEXT that they weren't going to do anything about it. I'm looking for them to cover part, if not all, of the repairs, as I'm pretty sure they were aware of the problem with the vehicle prior to it leaving the lot.

  

  Business response

  06/18/2024

  Sales manager has been in contact with customer gathering information.  The vehicle was a 92,000 mile vehicle sold as-is after going through our 101 point inspection with no issues.  We will communicate with the customer to see if there is a helpful solution. 

  Customer response

  06/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  I have not heard from the dealership since June 14, and was told I’d receive a call back with some sort of solution. I’m still down a vehicle and have to pay for maintenance on the one I just purchased. I would like to have some help to alleviate the cost of the repair.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2019 Ford Ecosport has a recall , which led to my car completely shutting down in the fast lane of the expressway , with no way to turn back on without repair. Ford has now had my car for over two months , has not offered a rental car and refuses to pay for the total expense of the repairs. Again , all problems are associated with the recall that was sent for my car , but because they don’t “currently have a fix” they are trying to make me pay for a new motor , which will only be a temporary fix, and I will be forced to return to this facility in order to get the recall completely fixed. ****** , the head of this facility , has been negligent to my needs and has acted as if he is not communication with the higher ups of ford, where we have proof that he has been contacted yet fails to respond. I have spoken with a multitude of workers at ford yet no one is advocating for my car expenses to be completely paid for , leaving me to pay $2000. Ford has confirmed that my car shut down due to their error but refuses to be accommodating to my circumstances because they “don’t have enough money” to repair all the cars in which have been affected by their failure. I am filing this with hopes to have my car repaired with no cost to me , and/or a rental until ford comes up with a solution expeditiously.

  

  Business response

  05/20/2024

  As we understand the frustration with the inconvenience of having car issues, we respectfully request that you direct the complaint to Ford Motor Company.  As a franchise dealer we have to operate under the direction of their warranty and recall policies.  Ford Motor company builds the vehicles and is the company to honor their warranty and their recall issues. If the vehicle is not under warranty due to time or miles expiration then it is solely up to Ford Motor company to make an exception to do something for the customer.  We as a dealership diagnose and advise fixes per the guidelines and at the appropriate cost based on the repair parts and labor.  

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a 2015 Honda Accord first week of May 2024. I asked if car had been in an accident or in a flood. They said absolutely not and presented a ****** report stating no accidents or any other damage reported. Fast forward a few days later and my wife's car was hit at work while she was inside. When she came outside the bumper was laying in the grass along with some other damage.She called St. Matthews ****** who came to investigate. Upon looking at vehicle he asked if car had been in previous accident, she said no. We just purchased it. He said there was nine zip ties and a bungee chord wrapped around bumper. Bill Collins had just done maintenance on this car before we bought it, how did they not notice it. I called the sales manager who said someone must have covered up an accident. He said it wasn't their problem. I will never buy another vehicle from this dealership, nor would I advise any person to. I feel they are untrustworthy. My wife is handicapped and this is how they treat people. Shame on you Bill Collins Nissan.Do not trust the ****** and do not trust this establishment.

  

  Business response

  05/20/2024

  The vehicle purchased is almost 10 years old and had 2 previous owners. We sold the vehicle AS-IS with all appropriate paperwork.  The vehicle was inspected prior to sale as all vehicles are for mechanical and noticeable potential issues that need to be corrected.  Per the ****** (which we are not responsible for the accuracy of we use it the same as a consumer for reference) the vehicle was clean.  Therefore, with no visible damage there was no reason to look behind a bumper for any hidden surprises. The customer also looked at the vehicle at the time of purchase and until an accident caused a reason to look had no concerns or reason to look as well.  This is unfortunate but we do not control decisions that the previous owner made and we can only do things based on the information and visuals we see at the time of trading for a vehicle.  I am happy to work with the customer to get the bumper fixed at a reduced price. 

  Customer response

  05/20/2024

  
  Complaint: ********
  
  I am rejecting this response because: They changed the oil and looked at the brakes. They would have been under the car, I didn't get that option. THEY said it had never been in an accident, they are either negligent or untrustworthy. THEY handed me the car fax stating no accidents. Either by accident or intentionally, they were wrong.There are lots of places to buy care, why risk going to a business like this. IT doesn't matter if the car was 9 years old, YOU said it hadn't been in an accident, it had. You tell me it's not your responsibility, why would anyone buy a vehicle from you? Trust is the only thing a person has when doing business with a new establishment. It's bad enough you took advantage of me, but you took advantage of my wife who is handicapped. Shame on you Bill Collins Nissan.
  
  Sincerely,
  
  ****** *******

  

  Business response

  05/22/2024

  We have been in business for over 54 years.  We are in business because we do things correctly. As stated previously ****** is a reporting agency and goes based on the info provided to them.  If a customer does not report an accident or claim it under insurance or have it fixed at a repair center that reports to ****** then we as a dealership see the same report as a customer. You as does every customer absolutely has the opportunity during the purchase process to ask to look under the vehicle or even have an independent mechanic take a look.  We do this everyday when a customer requests it.  I have offered to work with you, however I will not be accused or attacked by any customer. 

  Customer response

  05/22/2024

  
  Complaint: ********
  
  I am rejecting this response because: No one attacked you, yes your miscommunication was challenged. YOU did have someone under that car for maintenance, I did not. YOU asked if I wanted to see the ******. I assumed it was accurate. This could have been handled a 100 different ways, all with better outcomes. Your only concern was that it wasn't your responsibility. You may have been in business for over 50 years, you represent a small fraction of that time. You have bounced from job to job many, many times .This sounds like a YOU problem. Once you get a customer's money, you have no use for them. You could have done the right thing and had another satisfied customer. You got greedy and thought about the moment. I've seen your reviews on various sites, they're almost all bad. What does that say about you as a person. I have never misled or taken advantage of a customer, can you say the same? I don't understand people like you, what motivates you to take the shortcuts. You don't have to mistreat and abuse customers to be successful. There really is another way. You are every example of what people think about when they imagine a used car salesman. I will pass this experience on to as many people as possible to warn them of doing business with Bill Collins Nissan.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2016 Ford Explorer in for service on October 25, 2023. On November 13, 2023 I was called by the service manager to inform me that my wheels had been stolen off my vehicle from their “secured” back lot. No police report was filed and I was told I needed to contact my insurance, much to my surprise. After many attempts by my insurance agent to get the service manager to reach out to their insurance to take care of this, she was finally able to get in touch with their insurance and get them to give her a claim number. She told me this on January 8, 2024. As of this date I still have not received any information about my vehicle from Bill Collins and my agent says she is having a very hard time getting any information out of the service manager to get this resolved. As of this writing, as far as I know my vehicle is still sitting in the back lot on cinder blocks where it’s been since November 13, 2023.

  

  Business response

  01/25/2024

  We have been working with the insurance carriers to get this resolved.  Very unfortunate incident, that sadly is becoming more and more common in our city.  I am personally working on getting this resolved for the customer asap.  

  Customer response

  01/25/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  I have spoke with my insurance agent and she says this is being delayed because no one will respond to her calls or emails. When I reached out to Bill Collins on January 21, 2023 I was told an email was sent and a call was made, but my agent said she hasn’t received an email or call from them since January 5 2024
  Sincerely,
  
  ***** ******

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to Bill Collins Ford for a Brake job and new tires also oil change on Wednesday October 25 2023, They have had my car for five days and not contacted me. I have called them several times and they will not return my calls, it is as my car has disappeared, I need my car to go to work, to go and buy food, I paid good money for this car, it is like it has been stolen from, I am just a phone call away, WHAT IS WRONG?

  

  Business response

  10/31/2023

  Management will be calling this customer immediately. 

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 Chevy Colorado with a lift kit and large tires already installed in February 2023. 2 days after purchasing, a check engine light came on. Took the truck to bill collins where they told me it was nothing and the truck was fine. A couple weeks later the same issues continued to happen with the truck so I took it to a Chevrolet dealership where they diagnosed it with transmission issues. The easycare warranty that I purchased from bill collins had to be adjusted after easycare stated that the warranty that was sold to me was the incorrect warranty. The truck had to have the transmission replaced. Easycare sent a used transmission to put in the truck. The dealership that the truck was being fixed at stated that the transmission that was sent from easycare was “questionable” and “had remnants of metal” in it, meaning that the transmission easycare sent may have also had issues. It took 11 weeks and neither bill collins or the dealership the truck was being fixed at could provide a vehicle for me to drive. It is now about a month or two since the “questionable” transmission from easycare was installed in my truck and the truck is having the same issues. These issues are causing the truck to not be operable. When I call bill collins to explain situations and seek resolutions I am told that I will be called back. I never receive any calls back, texts, emails or anything.

  

  Business response

  09/21/2023

  I will take a look into this complaint with my team. Management will contact customer.  

  Customer response

  10/18/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  The business is not resolving the issue. 

  
  
  Sincerely,
  
  ****** *******

  

  Business response

  10/23/2023

  We have been in constant contact with the customer and the other dealership who is working on fixing the vehicle.  We also have provided a loaner vehicle for a period of time.  

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Ford F-350 has been at Bill Collins Ford for 2 months to repair 2 issues covered under an extended warranty the passenger side rear view mirror that keeps falling down (they claim it has already replaced) this is serious as I almost was involved in a collision. The HVAC/GPS/radio module is bad and according to them replaced 3 times. They have installed a module that is programed for a Ford Explorer. They claim they contacted Ford in June for without following up to get these problems fixed. They have collected funds from the extended warranty company. Other Ford dealers do not want to get involved as they are not sure what Bill Collins has done. I am very concerned that I will be involved in a serious accident. This just drags on!

  

  Business response

  08/17/2023

  Looking into this with the service manager.  After reviewing the repair order will be reaching out to customer to get more information and get the vehicle back in to see how we can resolve the issues. 

  Customer response

  08/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have spoken with the service manager and will work to resolve this issue. They are to contact me when they have a solution. This case is NOT closed yet!
  
  Sincerely,
  
  ***** *********

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  05/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I visited the Auto Force part of the business 5/1/2023 the see a 2007 Mustang GT in person after having a conversation via Facebook messenger with the sales representative. The car was as expected and I agreed to purchase at the advertised price of $13,900 (advertised on the dealers website, Facebook, and informed verbally). I completed the finance application for approval based on the car at the price of $13,900. After running my credit, the manager informed me that the price was advertised incorrectly and the actual price of the vehicle is $5,000 more than the advertised price and that they have no plans of honoring the price that they led onto. They advised that there was nothing they could do about the price or my credit being ran. As I file this a day after the incident, the same vehicle is still listed at the same price on their website and they have no intentions of actually selling this car for that price.

  

  Business response

  05/02/2023

  The only 2007 Mustang listed on our site is listed for $18,923.00. If it was posted in error prior to today then we apologize for the misunderstanding. We try to make sure all information online is accurate, however the disclaimer makes it clear that mistakes happen and all information is subject to verification.  We know this is an inconvenience and we apologize for your negative experience.  

  Customer response

  05/04/2023

   
  Complaint: ********
  
  I am rejecting this response because: 

  There again was no attempt to resolve the issue the 2007 now correctly listed for $18,000 is the one that was listed for $13,000 initially. Perhaps your website does have a disclaimer, but no disclaimer where I found it listed on Facebook and no disclaimer when I spoke with the salesperson and was advised of the price of $13,000. Additionally, there was no disclaimer when I signed the credit application and my credit was ran (this part of the complaint wasn’t even addressed by the businesses response). I understand a misprint but I don’t understand all the actions following the misprint. I don’t understand how the business can tell me one price over and over again but change it at the last minute after running my credit. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  05/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In August of 2022 we brought our vehicle to Bill Collins’ Ford Service Center for repairs. Our vehicle wasn’t ready for pickup until January 2023. During that time we were given multiple dates regarding parts arriving/repairs. None of the dates we were given were correct, when the date given came and went, there was little to no communication. No one would return our calls in a timely matter. We paid approx. $3200 for the repairs. This included transmission repairs. In March of this year during an oil change at another shop, we were notified that our transmission was leaking fluid. I contacted Bill Collins that same week to discuss a solution. Since mid March I have called and left many many messages. Have spoken to someone twice who told me no transmission work had been done according to their system and that I would need to speak to Daniel who handled our repairs. As of today, April 30, not one person has returned our phone calls. I have called 8-10 in the last month and a half. No one has extended or attempted to even schedule to have our vehicle looked at.

  

  Business response

  05/01/2023

  Service advisor will be reaching out to customer today to schedule a time in.  

• Initial Complaint

  04/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Took my truck in for repair in February and it wasn't until March that they did a simple diagnosis.Was told at this time the tanks for coolant was bad.I told them that was not the problem.They then said it needed a deeper diagnosis and had to sign for this to be done. Now truck has been sitting in same parking spot in lot for 3 weeks. Stop In to check on progress and was told mechanic could not find anything wrong. I ask when this had been done and service advisor wasn't sure.I said well its funny that he hasn't been able to find something wrong when it has been sitting in the same spot for the last 3 weeks and not moved. At this point service advisor went to talk to mechanic for answers. He came back rather upset because I suppose the mechanic hadn't touched it. Now still standing there talking and my truck gets pulled inside and a few days later they have found the problem.They contact my warranty company and get the repairs approved. Have been waiting on parts for I don't know how long and got told today that it would be at least 2 more weeks before repaired.4/25/23. Truck has been there since 2/13/23 So needless to say I will not have the use of my truck for at least 3 months when I might get it back.The biggest problem was the three weeks it sat while it was supposed to be diagnosed are the wait would have been this long.

  

  Business response

  04/27/2023

  This is the first I have heard from the customer.  I will be looking into this and seeing where I can help speed up the repair.  

  Customer response

  04/28/2023

   
  Complaint: ********
  
  I am rejecting this response because: Well this has been the 

  Issue from the beginning trying to speed up the process but 

  The service advisor was either not aware of what mechanic was doing

  are the mechanic just was covering up that he had not looked at truck

  Talked to service manager at one point and one of his responses was because

  of the nature of the diagnosis needed would time up a technician bay for to long.

  Of course this is hearsay from. The customer. 

   

  
  Sincerely,
  
  ******* ******

  

  Business response

  05/02/2023

  Our service department took over the diagnosis and repair after repairs attempted at another shop.  Once the intermittent concern was verified, partial engine disassembly was necessary to determine the extent of the failure.  Once diagnosis was confirmed authorization was required by the service contract company.  We recommended to replace both engine heads.  however, the service contract company only authorized one side.  Once the authorization was confirmed with the service contract company, parts were ordered.  several parts have been on backorder throughout this process.  at this time we are still waiting on an oil pan in order to complete the job.  All parts have now been received and repair and post repair testing is on track to be completed by May 10th. Provided no additional concerns present during testing the vehicle is on track to be picked up on May 11th. 

*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. ↩