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:08/08/2024

  Type:Service or Repair 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 purchased a vehicle from Columbus Auto Source located in Columbus Ohio on 12/29/23. I purchased the service vehicle warranty for $2355.00 and $877.00 for gap insurance. I paid my car off in full on 01/19/24 balance of $13,298.25 to IH Credit Union. I started having some issues with my car and took it to Goodyear on 02/20/24 who I have done business with for over 20 years. All-in all about $1500.00 worth of work which should have been covered. Once I was informed, I made an online claim that same evening and seeing I did not hear back by the next morning so I called them and spoke to ********, who provided a claim #***************. I uploaded my contract from the dealership and the warranty and claim information was included. I was told **** the adjuster would call and never did. Friday, I had to authorize repairs because I needed my car and paid that Saturday. I uploaded the invoice and still heard nothing. I called them and they keep saying they are not the administrator of my warranty contract. I spoke again with DLP (Dealer loyalty Protection) and spoke with *****, and *****, then ******** again. She asked me to resend the contract and I did. She called back and said the claim would be uploaded within an hour and someone would call never did. I emailed both departments and requested cancellation of warranty and gap insurance. I still have not heard anything. I have sent a formal request for cancellation for refund of warranty and gap insurance and included all documentation including contract and invoice for repairs via priority mail to both Dealer Loyalty Protection and Columbus Auto Source. I do not want anything to do with Dealer Loyalty Protection. They never respond and are total scammers. Here are the tracking numbers for both: ********************** Delivered Columbus Auto Source March 11, 12:31PM Columbus, OH ********************** Delivered Dealer Loyalty Protection. March 13, 10:19AM Mahwah, NJ Columbus Auto Source is responsible for my refund

  Business Response

  Date: 03/23/2024

  Ms. ***** purchased this vehicle from Columbus Auto Source on December 29, 2023. Like all vehicles sold from our dealership, it was purchased "AS-IS". At the same time of the vehicle purchase, she also purchase a service protection plan (often referred to informally as a "warranty") for the vehicle through a company called Dealer Loyalty Protection or DLP. Until she had already taken the vehicle to a Goodyear repair facility, Ms ***** had never once contacted us regarding problems with her vehicle.  By the time we heard from her, work had already been performed by that facility. Since we are not the administrator of this warranty, Ms ***** dealt directly with them.  Apparently DLP would not pay/reimburse her for any repairs because she did not get a pre-authorization as stated must be done in the warranty contract.  D. ******, General Manager

  Customer Answer

  Date: 03/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21449156
  
  I am rejecting this response because: I was never told to contact you regarding any issues with the vehicle I was told to contact DLP and I did, These people have never responded not one time by phone, email or even a text. They gave me a claim# and that was supposed to contact me before I had to authorize the repairs and they never did. I enclosed full documentation of what happened and you received that documentation via priority mail. What I want is for you to refund my money for the warranty in the amount of $2355.00 and the Gap Insurance of $877.00 since this vehicle was paid off. You can forward the request to DLP as it states on their website for my refund. I want nothing else to do with this company.

   

  Regards,
  
  **** *****

  Business Response

  Date: 03/25/2024

  mrs *****'s request has been forwarded to DLP for cancelation. please note, how quickly that occurs is not a part of the process that is in control of columbus auto source.

  Customer Answer

  Date: 03/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21449156
  
  I am rejecting this response because:  I appreciate you forwarding the cancellation request which should be for both the warranty of $2355.00 and the Gap Insurance of $877.00. I also sent them the request via email on 02/29/24 and then via postal mail which was delivered on March 13, 2024

  Can you please confirm how this cancellation request was made? Was it via email or phone or mail?  The date and time the request was made and who you spoke with?

  When this information is provided, I will be happy to accept the response and close this complaint.

  CANCELLATION REQUEST – Dealer Loyalty Protection
  

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

  I hereby request cancellation of my Extended Service Contract (“Contract”) described above. In consideration of this cancellation, I do hereby release the Service Contract Provider (“Dealer”) and the Service Contract Administrator (“Administrator”), and I agree to hold the Dealer and Administrator harmless from any and all claims, demands, actions and payments on account of the Contract, except for the refund that will calculated per the cancellation terms on the Contract. I further understand and accept that this cancellation will completely VOID all protection provided by the contract and cannot be reinstated for any reason after the cancellation date.
  

  Per the website the following should be included 

  last 8 of vin# ******** 

  mileage 118,000

  Dealer must submit all required cancellation paperwork: Cancellation Request Form, Copy of Contract and any other supporting documents to our office within 30 days of Cancellation to be processed without penalty. All incomplete requests, missing information or supporting documents will be returned unprocessed and will delay refund. Please allow 4-6 weeks to receive cancellation refund.

  
  Regards,
  
  **** *****

  Customer Answer

  Date: 07/24/2024

  Complaint Detail / Problem : Guarantee Or Warranty Issues
  
  Problem:
  I purchased a 2010 ***** Accord on 12/29/23 from Columbus Auto Source. At the time of purchase I bought a *************** Contract (***) for $2355.00 and ************* for a $877.00 for a total of $3232.00. The loan was paid in full on January 19, 2024 Needless to say I had some repairs and contacted Dealer Loyalty Protection and never heard from them until way after I made the claim, So I paid out of pocket. I officially cancelled both the *** and ************* via their online website and certified mail. My original complaint with Columbus Auto Source is #******** at which that time I requested they also forward the cancellation request to Dealer Loyalty Protection. I have been working with ******************************* ***** with *********************** of Consumer Protection regarding Dealer Loyalty Protection located in *************. Here is that case# ******************* MATTER- COMPLAINT B02400396. You may contact him to verify this information and his phone# is included in the attached documents. Their lawyers confirmed the following: Columbus Auto Source if responsible for the refund amount of $2899.35 because they were the seller of the contract and have the fiduciary responsibility. Dealer Loyalty Protection are only the insurer and are only supposed to refund the insurance portion in which they sent a check to Columbus Auto source that was cashed for the *** of $688.53 on 04/30/24 and another check sent on July 1, 2024 for $137.52 for Gap that has not been cashed. I have not received any monies from Columbus Auto Source. *************************** ***** Bergen County Department of ********************** of *********************** of Consumer Protection **************************************************************************************************** ************ main ************ direct ************ fax www.bergencountyconsumerafairs.com email **************************** Please refund my money. I did business with your dealership in Good Faith!!! Warm regards, *******************
  
  
  Desired Resolution: Refund
  
  

  
  

  Customer Answer

  Date: 08/09/2024

  This issue is not resolved with Columbus Auto Source. I purchased the vehicle on 12/29/23 in good faith and then paid the balance in full on 1/19/24 balance of $13,298.25

  Yes, they forwarded the cancellation request as did I. There is no dispute about the warranty being and gap insurance being cancelled.

  Columbus Auto Source is responsible for my refund. I am owed $2899.35; They sold me the warranty and the service contract they collected the monies and the pay-off.

  The New ********************************* of ********** has been working with me and ********************************

  Please carefully read the attached documentation. Dealer Loyalty Protection cancelled both the gap insurance and the vehicle service contract on March 08, 2024. They forwarded their insurance portion of the *************** Contract for the amount of ****** to Columbus Auto Source and they cashed the check on April 30, 2024. They also forwarded their insurance portion of the ************* in the amount of $137.52.  I have not received any monies from them.

  ******* Van *** ***** and their agency confirmed the following from the New ********************************* of ********** where ******************************** is located.
  

  **************
  
  In accordance with your request, here is the breakdown of both the *** and VSC contracts.
  
  Purchased: 12/29/2023
  Cancelled: 03/08/2024
  
  Gap
  
  Retail Price: $877
  Fee: $50.00
  Percentage: 95.840
  Pro Rated
  Refund amount: $790.52
  
  VSC
  
  Retail Price: $2355
  Fee: $50.00
  Percentage: 91.670
  Pro Rated
  Refund amount: $2108.83
  
  Dealer Loyalty Protections cancellation department processed the cancellation on her *************** Contract and sent out a check for $****** to Columbus Auto Source (the Seller of the vehicle).and $137.52 for the *** coverage along with both cancellation requests electronically submitted.
  
  Columbus Auto Source has cashed the *************** Contract check but has not cashed the *** check as of July 1, 2024.
  
  Dealer Loyalty Protection is the insurer, not the seller and only has the responsibility to return the insurance portion of coverage to the dealer and the dealer has the fiduciary responsibility to return the retail prorated amount to the lienholder in absence of the customer providing a proper lien release.
  
  Our office has CLOSED the complaint involving Dealer Loyalty Protection with no further action.  As stated in our previous telephone conversation, you may pursue the issue directly with Columbus Auto Source.
  
  Thank you for contacting our office.
  
  
  *************************** *****
  Bergen County Department of Public Safety
  Division of Consumer Affairs
  Office of Consumer Protection
  *************************************************************************************************************;
  ************** - main
  **************- direct
  ************** fax
  Website:  www.bergencountyconsumeraffairs.com
   Email:    ****************************
  

   

  The Below information is from the Dealer Loyalty Protection communication with ********************** *****

  From: Savannah Cuti <************************************>
  Sent: Monday, June 10, 2024 11:31 AM
  To: ********************************* <****************************>
  Cc: ********************************* <********************************>; ***************************** *************************************************** ******************* <*****************************************;
  Subject: ******************* MATTER- COMPLAINT B02400396
  
  Good morning *******, I received your contact information from our cancellations department. I have attached a copy of the cashed check that was owed back to the dealer regarding *************** refund o
  sophospsmartbannerend
  Good morning *******,
  
  I received your contact information from our cancellations department.
  
  I have attached a copy of the cashed check that was owed back to the dealer regarding *************** refund on her policy.
  ************** will have to go back to the dealer in which she purchased the policy from to get her contract refund as we have fulfilled our refund duties as the administrator.
  
  Please confirm receipt that Dealer Loyalty Protection, **** has been dismissed from this matter as we have fulfilled our refund obligations back to the dealer for Ms. ****** VSC contract.
  
  Thank you,
  
  *************************
  Director of Sales
  Dealer Loyalty Protection, ****
  Office: ********************
  Cell: ************
  Email: ************************************
  www.dealerloyaltyprotection.com
  
  
  
  ?Reply?Forward
  
  
  Message flagged for follow up
  
  
  
  

  Customer Answer

  Date: 08/13/2024

  select
  Problem:
  This complaint has nothing to do with the New Jersey BBB for Dealer Loyalty Program. This complaint is against Columbus Auto Source located in Columbus, **. The New ********************************** has handled my case against Dealer Loyalty Protection and there lawyers have concluded the following: Problem: I purchased a 2010 ***** Accord on 12/29/23 from Columbus Auto Source. At the time of purchase, I bought a *************** Contract (***) for $2355.00 and ************* for a $877.00 for a total of $3232.00. The loan was paid in full on January 19, 2024. I have been working with ******************************* ***** with *********************** of Consumer Protection of ********** regarding Dealer Loyalty Protection located in *************. Here is that case# ******************* MATTER- COMPLAINT B02400396. You may contact him to verify this information and his phone# is included in the attached documents. My cancellation of both the vehicle service contract and gap insurance was cancelled on 03/08/24.Their lawyers confirmed the following: Columbus Auto Source if responsible for the refund amount of $2899.35 because they were the seller of the contract and have the fiduciary responsibility. Dealer Loyalty Protection are only the insurer and are only supposed to refund the insurance portion in which they sent a check to Columbus Auto source that was cashed for the *** of $688.53 on 04/30/24 and another check sent on July 1, 2024, for $137.52 for Gap that has not been cashed. I have not received any monies from Columbus Auto Source. You may contact *************************** ***** Bergen County Department of ********************** of *********************** of Consumer Protection ***************************************************** ************ main ************ direct ************ fax www.bergencountyconsumerafairs.com email **************************** Please refund my money. I did business with Columbus Auto Source in Good Faith!!! Warm regards, *******************
  
  Desired Resolution / Outcome
  Desired Resolution:
  Refund
  Refund
  select

  Customer Answer

  Date: 08/20/2024

  Hello, I wanted to forward the actual emails from the ************************** of ********** and the response they received from ******************************** instead of just the screenshots.
  
  
  Warm regards,
  
  
  *********************
  578 E Columbus St
  Columbus, **** 43206
  ************
  **********************
  
  
  
  From: ********************************* <****************************>
  Sent: Monday, June 10, 2024 12:56 PM
  To: ********************** <**********************>
  Subject: FW: ******************* MATTER- COMPLAINT B02400396
   
  **************
  
   
  
  Please submit legible copies of the *********** & GAP contracts to include terms & conditions for our office to review.
  
   
  
  *************************** *****
  
  Bergen County Department of Public Safety
  
  Division of Consumer Affairs
  
  Office of Consumer Protection
  
  *****************************
  
  *******, *********************;
  
  ************** - main
  
  **************- direct
  
  ************** fax
  
  Website:  www.bergencountyconsumeraffairs.com
  
   Email:    ****************************
  
   
  
  From: Savannah **** <************************************>
  Sent: Monday, June 10, 2024 11:31 AM
  To: Vander ************************** <****************************>
  Cc: ********************************* <********************************>; ***************************** *************************************************** ******************* <*****************************************;
  Subject: ******************* MATTER- COMPLAINT B02400396
  
   
  
  Good morning *******, I received your contact information from our cancellations department. I have attached a copy of the cashed check that was owed back to the dealer regarding *************** refund o
  
  sophospsmartbannerend
  
  Good morning *******,
  
   
  
  I received your contact information from our cancellations department.
  
   
  
  I have attached a copy of the cashed check that was owed back to the dealer regarding *************** refund on her policy.
  
  ************** will have to go back to the dealer in which she purchased the policy from to get her contract refund as we have fulfilled our refund duties as the administrator.
  
   
  
  Please confirm receipt that Dealer Loyalty Protection, **** has been dismissed from this matter as we have fulfilled our refund obligations back to the dealer for Ms. ****** VSC contract.
  
   
  
  Thank you,
  
   
  
  *************************
  
  Director of Sales
  
  Dealer Loyalty Protection, ****
  
  Office: ********************
  
  Cell: ************
  
  Email: ************************************
  
  www.dealerloyaltyprotection.com
  

  Business Response

  Date: 08/28/2024

  Our apologies for the delay in refunding.  Our bookkeeper has been out quite often these past few months dealing with the intense personal issues.  That said, we will confirm with the lender on ********************* vehicle to make sure we send the funds to the proper place and then forward payment per their instructions.  A. Christensen, Columbus Auto Source.

  Customer Answer

  Date: 08/28/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21449156
  
  I am rejecting this response because: I need the specific amount of my refund from Columbus Auto Source. Also, I am not sure why you need to contact the lender when you received the pay-off 01/19/24.

  My mailing address has not changed, and you are aware of that because you sent me my title and cancelled lien. 

  I understand your bookkeeper has had personal issues, but that did not seem to stop you from Cashing the check from Dealer Loyalty Program on 04/30/24 and you also received another check in July.

  Please kindly refund my money in the amount of $2899.35. Please confirm the refund amount. This has been ongoing issue since the cancellation in March and this is not acceptable.

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

  578 E Columbus St

  Columbus, Oh 43206

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

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

   

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

  Business Response

  Date: 09/04/2024

  please let ***************** know we have a check for her here at our office.  she can either stop by to pick up in person or have us mail it to her address of record.  please advise.
  

  Customer Answer

  Date: 09/05/2024

  Complaint: 21449156
  

  
  I am rejecting this response because: In my last correspondence I ask you to confirm the refund amount of $2899.35 that I am entitled to. I refuse to accept the vague communication that you have a check in your office I can either pick up or you can mail to me. The word check in itself is very vague and not definitive.
  I would like to be able to accept the next response and close this case. Again, I did business with you in good faith, paid off my car in full not even one full month after purchase. 

  Once you confirm the refund amount as requested, I would like to pick up my check at your dealership I am not taking any chances in it being mailed to be potentially lost or stolen or maybe just being plain forgotten to be sent in the first place.

  Also, I did receive an email from *********************** the following:

  August 28, 2024
  
  
  *******************
  578 E COLUMBUS ST.
  COLUMBUS, OH 43206
  
  
  Re: Columbus Auto Source
  Complaint #: 1061344
  
  
  Dear ****:
  
  Thank you for allowing the ***************************** to assist with your complaint.
  
  We have been informed that your complaint is being resolved and have enclosed a copy of the businesss response for your review. If this information is not accurate, or if the business does not follow through as promised, please let us know. Otherwise, we will note that your complaint has been resolved.
  
  Again, thank you for contacting the *****************************. We hope we have been of assistance to you.
  
  Very respectfully yours,
  
  *****************
  Ohio Attorney General
  
  
  
  *********************
  Consumer Complaint Specialist
  ************** / ************** (fax)
  ***********************
  
  
  * Please note that your complaint and all related documents are public records under Ohios public records law.
  20009
  
  Regards,
  
  *******************

  Business Response

  Date: 09/05/2024

  the check amount is $2899.35.  

  Customer Answer

  Date: 09/06/2024

  [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 will gladly come to Columbus Auto Source to pick up my refund check for $2899.35. this Saturday September 7, 2024 and that is not an acceptable date at least within the

  next seven business days.

  I can be reached directly at ************.

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

• Initial Complaint

  Date:08/07/2023

  Type:Service or Repair 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 Wednesday August the 2nd. I went into this dealership in search of a car. I drove a 2005 Saturn Ion to the car lot but my car had serious issues that required me to stop driving it immediately. I spoke with the carsaleman who took my information and presented 4 cars. He asked me for my personal, financial and bill information to which I gave him. Then came back several times stating that he was down to two cars because of the information I provided. I had told him that I liked a particular car the Fiat 500 L so he started he was trying to get me approved for that vehicle. I was fine with that, we took it for a test drive but I was not able to drive it because I didn’t have active insurance so Steve the salesman drove it. We went on a ten minute drive and then back to the dealership to complete the process. After the process was completed I left with the new car. I drove home and then to a restaurant to get food for the night. I didn’t notice the issues. The next day I was going on vacation so I drove to The Ohio State campus parked the car and went on vacation for the next four days. Upon returning I picked the car up and drove home. I got my daughter and my sister to take my sister home. My daughter noticed a the dragging sound first. She drove from the back of our apartment to the front. That’s where I discovered something dragging underneath the car, but it was attached to the car but dragging. At the same time I had been trying to get the AC to come on but it was blowing out hot air. It continued to blow out hot air. I dropped my sister off and went back home to park the car. I knew I had to take my title in to the dealership so I waited until the next morning and took the car in. The salesman who had worked with me greeted me, and I asked him to come outside. I showed him the dragging part and asked about the other issues I had noticed. He took me into the office of the finance guy and told him of the issues. The finance guys tells me that I have to make an appointment to service the dragging but that the AC was a warranty issue and the warranty hadn’t kicked in yet. I was angry and begin to tell them that I was dissatisfied with what I had bought and then the financial guy tells me he doesn’t know if I did the damage to the car. This made me even more angry and we begin to argue. The financial guy told me to get out and that he was calling the police. At first I didn’t want to leave but they kept telling me that only the dragging problem would be looked at. That was unacceptable to me because there are definitely more issues that need addressed. I left my car title and left the business. I need help because I’ve had this car less than a week and now I have all of these issues that cost money that I do not have. The dealership should have told me before able the issues and at least tried to help me with getting them resolved. But that’s not what they did, they sold me a car that has these problems because it was sold as is. But that’s not how business works, they should have better business practices especially when dealing with peoples safety.

  Business Response

  Date: 08/17/2023

  Like all vehicles we offer, ******** ****** purchased her vehicle "as is: from our dealership. She did purchase an "optional" vehicle protection plan (aka warranty/extended service contract) on the vehicle. 
  Miss ****** came back a week after the purchase stating there was something dragging beneath the vehicle and the air conditioning was not functioning properly. 
  Because she had the vehicle for only a week, I told her i would be willing to offer a "goodwill" repair and take care of whatever was dragging beneath the car.  I then told her she would need an appointment to have the air conditioning issue examined. At that point she became verbally hostile and unreasonable, yelling, name calling, cursing and accusatory.  After a few minutes of this behavior, she was asked to leave which she refused to do, all the while screaming obscenities and accusations about how we knowingly sold her a "junk" car. She continued this behavior, so I told her I was calling the police, to which she replied "go ahead...they won't do anything", and continued her hostile behavior. She came back in in this past Tuesday and we attempted to address the undercarriage scraping noise, but once again became unruly and hostile when we asked her to leave the service shop area because of OSHA safety regulations.
  Miss ****** is correct, that is not how we do business.  Furthermore we will not be held hostage by a person who doesn't know how to behave in a business environment in a civil manner. Miss ****** is no longer welcome at our dealership.  Sincerely, D. ******, General Manager

  Customer Answer

  Date: 08/28/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20434713
  
  I am rejecting this response because: this is not a business that attempted to address my concerns. They were rude, disrespectful and did not want to take responsibility for the fact they sold a car with safety issues. This business owner and his employees were disrespectful from the my first attempt to remedy this issue with them. They saw a single woman in a bad situation and took advantage and when I did not stop coming in to the dealership for a resolution they did everything in their power to gaslight, disrespect and not take care of and fix the car issue. The issue was fixed by one of their contractors but not them. Unacceptable, this contractor did not sell me the vehicle so was not responsible to fix the safety issue but he did. I do not care that I am NOT allowed back into this dealership, I do not want to deal with individuals who sell cars that have safety concerns they are not willing to address. But they were willing to attack the unsuspecting customer when issues were pointed out. This was ONE OF THE WORST EXPERIENCES I have had purchasing a vehicle AND I WILL NOT ALLOW ANY OTHER CUSTOMERS TO BE TREATED AS I WAS! Please continue with the complaint. 
  
  Regards,
  
  ******** ******

• Initial Complaint

  Date:03/26/2023

  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.

  On 2/12/23 I seen a Dodge car advertise online for $2995 at Columbus Auto Source me and my grandson went to the dealership on 2/13/23 I was getting the car for my grandson he told me the total cost of the car would be,$3500 so I gave him $2000 cash and I wrote a check for $500 I only wanted to owe $1000 when he wrote up the paperwork it was for $3900 I told him that was wrong so he rewrote but when he rewrote it he wrote it for $3845.88 with the purchase price at $3245 and he gave the paperwork to my grandson not me he kept talking to me about I only owed a $1000 and that I could pay it whenever. The purchase price was suppose to be $2995. All of that was Fraud right there I asked him was there anything wrong with the car he said little stuff but from the time we left the dealership the more we drove the car the worst it got plus after we got it home we found a bullet hole and blood inside the car on 2/24/23 I took the car and got it checked out they told me that the car needed a transmission I called the dealership he told me the car did not need a transmission that they were trying to rip me off to bring the car back and he would have his mechanic look at it I took it back on 2/27/23 they kept the car for 4 days when we got it back it drove worst then what it did before we took it in there I called the dealership again he told me to bring it in and he would see what he could do I had also told him about the bullet hole and blood he said that the car came from a very nice family but the paperwork he gave me said the car the person who had the car was in involved with drugs,guns and picked up for speeding we took the car back on 3/7/23 he only had a car that was worst then the one we had then he tried to sell me a car for $11500 for all I know the car could have been involved in a homicide I feel that everything about this transaction was Scam and a Fraud and that he lied about everything I don't feel like I owe him anything this was a Rip off

  Business Response

  Date: 03/31/2023

  Like Mrs, *****, we are disappointed and saddened about her situation with the vehicle she purchased from Columbus Auto Source. We always do our best to evaluate any vehicles we offer for sale, unfortunately, when someone purchases a low-price automobile, it is important to understand that we can't predict with any degree of certainty what will issues will occur with a pre-owned machine that has 10,000-plus moving parts.  Though we are not required to take any action to correct this situation, the dealership owner and I decided to forgive the remaining balance so that Mrs. ***** can apply those funds to any needed repairs.  D. ******, General Manager.

  Customer Answer

  Date: 04/05/2023

  [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 that the account is paid in full.

  and I receive all paperwork concerning the car

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

• Initial Complaint

  Date:02/27/2023

  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 January 6th, 2023 my husband and I bought our first car, an Audi Q5, together from Columbus Auto Source. Down payment $1,500. Aprox. $21,500. One of the salesman made it clear the car was well serviced and informed us that the oil pressure sensor and switches had been repaired, there were no oil leaks to be found although the oil pressure light was on. Regardless, they said the car was good to be driven. February 15th, the car shut down out of state in the middle of a construction zoned highway with concrete barriers and nowhere for us to pull off after owning for only a month. My husband got the vehicle started and to a repair center, but it shut down multiple times along the way. We were quoted over $15,000 to fix everything. Many of the failing parts were things we were assured were taken care of before signing any paperwork. When caught in this lie, they offered no resolution. Just blame on us for trusting the vehicle and a conversation cut short by being hung up on. We sought a fair resolution, instead was treated with ignorant carelessness. Watching semi trucks approach behind us at rapid speeds with horns blaring and being completely helpless in a shut down car was a real life nightmare that words can’t do justice. I was previously diagnosed with PTSD due to being in nearly fatal car crashes suffering severe neck and head injuries. Since this situation, I’ve been horribly sick with distress and nauseating fear of being in a vehicle. As of right now, we are stuck in Florida and can’t get back to Ohio unless we pay a $4,000 tow bill to get home or pay for the thousands in repairs. The business is currently avoiding all issues and are not willing to help.

  Business Response

  Date: 03/08/2023

  While we are sorry this happened to our customer, we have and always have maintained the vehicle was purchased under no false pretense. We would NEVER intentionally mislead a customer simply to make a sale and go to great lengths to address the issues we are aware of. That said, Mr. *** purchased the vehicle AS-IS and is documented.  Furthermore, he drove the vehicle for 6 weeks (unknown mileage), and apparently had enough confidence in his vehicle that he drove it to Florida.
  We're sympathetic that Mr. *** is having problems. However, we do not feel this complaint or any settlement is justified.

  Business Response

  Date: 03/08/2023

  While we are sorry this happened to our customer, we have and always have maintained the vehicle was purchased under no false pretense. We would NEVER intentionally mislead a customer simply to make a sale and go to great lengths to address the issues we are aware of. That said, Mr. *** purchased the vehicle AS-IS and is documented.  Furthermore, he drove the vehicle for 6 weeks (unknown mileage), and apparently had enough confidence in his vehicle that he drove it to Florida.
  We're sympathetic that Mr. *** is having problems. However, we do not feel this complaint or any settlement is justified.

  Business Response

  Date: 03/08/2023

  While we are sorry this happened to our customer, we have and always have maintained the vehicle was purchased under no false pretense. We would NEVER intentionally mislead a customer simply to make a sale and go to great lengths to address the issues we are aware of. That said, Mr. *** purchased the vehicle AS-IS and is documented.  Furthermore, he drove the vehicle for 6 weeks (unknown mileage), and apparently had enough confidence in his vehicle that he drove it to Florida.
  We're sympathetic that Mr. *** is having problems. However, we do not feel this complaint or any settlement is justified.

  Customer Answer

  Date: 03/16/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19508112
  
  I am rejecting this response because: 

  We STILL need a resolution. We picked the vehicle up after the blower motor had been repaired, and the salesman who sold to us (Forrest) wished us safe travels prior to leaving for Florida and told us that the light that was on was MOST LIKELY a safety feature. FALSE. Everything that we were told was repaired by your mechanics were absolutely not, and the Audi dealership let us know the fuel pump was literally in pieces when they repaired it. We all get that the vehicle was sold as is— but lying to secure a quick sale is absolutely unacceptable. We want $5,000 to go towards our repairs and this will be settled. We just paid over $1,500 for a rental car out of pocket. This doesn’t include what we’ve paid for gas, hotels, and being out of work due to this faulty vehicle. Let’s fix this.
  
  Regards,
  
  ***** ***

  Customer Answer

  Date: 03/16/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19508112
  
  I am rejecting this response because: 

  We STILL need a resolution. We picked the vehicle up after the blower motor had been repaired, and the salesman who sold to us (Forrest) wished us safe travels prior to leaving for Florida and told us that the light that was on was MOST LIKELY a safety feature. FALSE. Everything that we were told was repaired by your mechanics were absolutely not, and the Audi dealership let us know the fuel pump was literally in pieces when they repaired it. We all get that the vehicle was sold as is— but lying to secure a quick sale is absolutely unacceptable. We want $5,000 to go towards our repairs and this will be settled. We just paid over $1,500 for a rental car out of pocket. This doesn’t include what we’ve paid for gas, hotels, and being out of work due to this faulty vehicle. Let’s fix this.
  
  Regards,
  
  ***** ***

  Customer Answer

  Date: 03/16/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19508112
  
  I am rejecting this response because: 

  We STILL need a resolution. We picked the vehicle up after the blower motor had been repaired, and the salesman who sold to us (Forrest) wished us safe travels prior to leaving for Florida and told us that the light that was on was MOST LIKELY a safety feature. FALSE. Everything that we were told was repaired by your mechanics were absolutely not, and the Audi dealership let us know the fuel pump was literally in pieces when they repaired it. We all get that the vehicle was sold as is— but lying to secure a quick sale is absolutely unacceptable. We want $5,000 to go towards our repairs and this will be settled. We just paid over $1,500 for a rental car out of pocket. This doesn’t include what we’ve paid for gas, hotels, and being out of work due to this faulty vehicle. Let’s fix this.
  
  Regards,
  
  ***** ***

• Initial Complaint

  Date:05/02/2022

  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.

  I currently wrote a good review for my friend and this dealership, but I have to change it at this point. All I want is for them to do the right thing. I filled out an application on their website on Feb 1st or 2nd and I was approved for a 2012 Jeep Grand Cherokee when I got there to sign on Feb 7th, they told me it had a cracked block, so I went back all the way to Mansfield without a car. They called me and told me they were getting a GMC Terrian ready for me. So, I had to get a ride back to Columbus, on Feb 10th and I checked it out. I asked ***** if he thought it was a good buy and he asked the mechanic who was there that bought the car for his daughter and she didn't like it, so he sold it to the dealership. The mechanic said his daughter was too picky, but I have should have known something was wrong. I drove the car back to Mansfield and it seemed fine. A few days later I noticed the car smoking and I had to add 2 quarts of oil. I made ***** aware of that they didn't do a oil change before they sold me car. I scheduled an oil change a couple of days later, 6 weeks later the check engine light comes on and I take the Terrain to a GM dealer and after they checked it out and called the warranty company, I was informed the warranty company wouldn't cover it because of the poor workmanship of one who worked on the car before I purchased it. I called my sales guy and the mechanic advised him for me to have the car towed to him in Columbus. That cost me almost $500 to get it towed. The manager **** told me there is nothing they can do and gave me the mechanics ****** number. I called ****** and he told me he would be working on it but parts were missing and he claims the GM dealer took the parts, I contacted the GM dealer and they said all parts were in the car. I have been without a car for almost 6 weeks, and still making my car payments. I have called the owner Andy and he has never returned my calls, I have called the mechanic ****** and no response either

  Business Response

  Date: 05/02/2022

  As owner/principal of Columbus Auto Source, I am sorry to hear Mr ******** has had a negative experience with our dealership.  Having been a licensed dealer for almost 20 years, we know how important customer satisfaction is to the long term success of our company.  This doesn't mean, however, that all customer complaints have merit.  We are certainly sensitive to how our customers feel about us, but we will always apply the "reasonableness" test to our customers who have issues after the sale.  According to our General Manager, **** ******, Mr. ******** purchased his vehicle from Columbus Auto Source on February 10, 2022. Management, then, did not hear from Mr. ******** for over 6 weeks, perhaps longer.  Like 100% of our customers, Mr.******** purchased his vehicle "AS IS" from our dealership, although, he did purchase a separate vehicle service agreement from a third party included in the original lender financing contract (note:  our dealership does not have a formal business relationship with that service contract provider).  When Mr. ******** began having issues with his vehicle, he took it to a local dealer to have it serviced. It wasn't until after the dealer had torn the engine down and then claimed they were unable to get a claim authorization from the service contract he purchased, that he contacted us.  Mr ******** owned and had possession of his vehicle for over 6 weeks and drove an estimated 5000 miles before he reached out to us.  He also took his vehicle elsewhere for service, creating a situation whereby we had no way of knowing what actually occurred at that shop--we were contacted only thereafter. With the information provided to us and the description of the events above, we are unable to offer Mr. ******** any further remedy.

  Customer Answer

  Date: 05/03/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17130763
  
  I am rejecting this response because: 
  I was told I could take that car to any GMC dealership and when ***** GMC looked at the car they found issues caused by the mechanic that sold Columbus Auto Source the car! Also I was told the car had got an oil change and found out the car had no oil! I contacted my sales rep about the issues and he relayed everything to the sales manager and to the owner who I have called numerous times and got no response. I have documentation about the car the GMC a dealership I took the car too and they are willing to speak with anyone about the issues wrong with the car and the poor workmanship done 
  Regards,
  
  ******* ********