Complaints

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled an appointment to have my oil changed, my recalls completed, and my emblems fixed because they finally came in after 5 months of being on back order. Long story short, about 3 hours into waiting a guy approached me and said this is going to take all day. I said why did they tell me it could be done in 5 and a half hours. (By 1:30pm). I left and they claim they changed my oil but didnt. Just put a sticker in my window. Didnt rotate my tires. NOTHING! I went to another dealership to have it checked and they didnt complete the work they claimed they did. Theres more to this story also.

  

  Business response

  01/02/2025

  We did change the oil and rotate the tires. To remove, clean and buff then replace the emblems takes 4-5 hours. We have been trying for months to get this vehicle back in to replace the rear bumper on an insurance claim. She told our Body Shop manager today they would need to reissue that check. When we called the insurance company they stated she had already cashed the check. We can do the emblems and will provide a loaner vehicle but we also need the payment on the rear bumper we have sitting there for her.

  Customer response

  01/03/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22757779
  
  I am rejecting this response because: 
  
  Check hasnt been cash. They are not allowed to provide you any information due to legal actions on that claim. 
  

  In fact, the emblems have nothing to do with my car being rear ended a week and a half after I got it. My car emblems have been messed up since I bought it back in August! They just received the emblems a week or so ago. I called to have them installed and set an appointment. Was already there for 3 hours waiting but you couldnt do it in the 5 hour time frame you had? You just said it takes 4-5 hours but I had an appointment from 9-1:30? Haha Get your story straight before trying to belittle and degrade customers. I will get verification from the other dealership saying they didnt change the oil and or rotate the tires.

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

  Customer response

  01/03/2025

  Im clearly not the only one having issues about the awful service and experience with this dealership. 

  I am rejecting this response because: 
  
  Check hasnt been cash. They are not allowed to provide you any information due to legal actions on that claim. 
  

  In fact, the emblems have nothing to do with my car being rear ended a week and a half after I got it. My car emblems have been messed up since I bought it back in August! They just received the emblems a week or so ago. I called to have them installed and set an appointment. Was already there for 3 hours waiting but you couldnt do it in the 5 hour time frame you had? You just said it takes 4-5 hours but I had an appointment from 9-1:30? Haha Get your story straight before trying to belittle and degrade customers. I will get verification from the other dealership saying they didnt change the oil and or rotate the tires.

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

  

  Business response

  01/07/2025

  Do you want the emblems installed or not?

  My statement was made becasue the Body shop manager stated the bumper had already been repaired.

  Customer response

  01/07/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22757779
  
  I am rejecting this response because: 

  I do want the emblems repaired and scratches buffed from under it, like what was suppose to happen after I bought my car. You manager is feeding you lies because I havent even talked to him/her. There was a guy who came up to me and just said it would take all day to do it. Thats all that was said to me other than *******. I havent spoke to anyone else. If you set up a date and time for a Thursday (not this Thursday) I will come and wait 5 hours to have it done. My concern now is it isnt going be done right. 
  
  Regards,
  
  ***** *****

  

  Business response

  01/07/2025

  We will make sure its right for you. I will also give you a loaner car for the day so you don't have to wait around. Will that work?

  Customer response

  01/08/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22757779
  
  I am rejecting this response because: 

  That is fine. After this, and repairs are done correct and my oil change is correct, I will set up repairs for my insurance claim. Ill pay out of pocket and wait for them to fight it out.  Set up a time for next Thursday and Ill drop it off to you, no one else.

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

  

  Business response

  01/09/2025

  *****,

  No problem. I am located at our corporate office, just let me know what time works for you and I will meet you there. You can reach me on my cell @ ************.

  Thanks,

  Pat

• Initial Complaint

  09/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled an appointment with Coughlin **** Pataskala to take my car in for them diagnose the horn sticking and honking randomly on August 21, 2024. They had the car for one day, ran some tests and could not duplicate the problem. They were going to waive the diagnostic fee at this time, but I was not satisfied with nothing being found. I asked them to keep it for another day to check into it further and they still were not able to diagnose the problem. The service manager, *******, charged me the diagnostic fee on August 22, 2024 although nothing had been found. I asked for it to be removed because I wasn't satisfied with the result, but was charged anyway.While my car was at Coughlin ****, the service tech drove my car well over the speed limit on three different occasions during his test drive of the vehicle. I have dashcam video of these instances showing the locations, date, time and speed. I reported this to *******, the service manager, sent her the video clips and have heard nothing from the dealership since.I scheduled an appointment with ****** **** to diagnose the problem on September 11, 2024. They called me with a diagnosis of the problem before I arrived back at my house that morning. I paid to have the problem corrected at Ricart ****.I want the $147.42 for the diagnostic fee that Coughlin **** charged me refunded because they had my car for two days, allegedly ran some tests, and found nothing. ****** **** identified the problem in less than an hour.

  

  Business response

  09/16/2024

  We have addressed the speed situation with our technician. As far as the repair goes, we reached out to Ricart and they were never able to duplicate the customers concerned but they quoted him the same part we would have installed except he paid Ricart more than we quoted him on the part.

   

  Customer response

  09/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22289120
  
  I am rejecting this response because: Ricart was not able to duplicate the intermittent problem I had with the horn, but they removed the airbag assembly, without my suggesting it, and found that two of the three horn buttons on the back of the airbag assembly were jammed or stuck which was causing the problem. Coughlin had my car for an entire day, ran tests, and found nothing. I suggested they check behind the airbag assembly and when they did they didn't notify me of any problems that might have been found. They still said they found nothing. It was suggested that if I, "just wanted to throw parts at it" they could replace the airbag assembly. I did not want to, "just throw parts at it" so I picked it up and took it to somewhere that identified the problem and fixed it in the same amount of time that I got absolutely nothing from Coughlin. What I paid for the part at *********** is irrelevant because they quickly and properly diagnosed the problem.
  
  Regards,
  
  **** *****

  

  Business response

  09/17/2024

  We suggested the same part as I said. ****** charged him more than our estimate but we will reimburse his diagostic fee.

  Customer response

  09/21/2024

  [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.

  ****** **** diagnosed the problem before I got back home by identifying the damaged horn buttons on the back of the airbag assembly. Coughlin **** did nothing, but guess after having the car for two days with their "tech" driving the car recklessly on public roads. I will happily pay more money to a dealer that knows what they are doing and treats customer's vehicles with respect while they have them.
  
  Regards,
  
  **** *****

• Initial Complaint

  08/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Within the past month I traded in my previous vehicle (2022 *************) and leased a new vehicle (2024 *** ******* from Coughlin ************************. After trading in my vehicle I have continued to get calls and emails from the **************** who the Jeep was financed through, since my payment is now late. After speaking with ***************** I learned that Coughlin *** has failed to pay off the Jeep after trading it in, and it is still in my name, despite it already being listed for sale by them. I tried contacting Coughlin *** of ***** Center to resolve this issue but have received no calls or emails back. **************** is unable to resolve this issue this issue between just me and them, and advised I contact BBB since I have failed to receive any response from Coughlin ************************ on this matter. Their failure to pay off the Jeep will continue to negatively affect my credit score and history until they do so. If they are able to list the vehicle for sale, I am confused as to why that have not paid it off. I need help resolving this matter since Coughlin *** has failed to responded despite calling multiple time and leaving messages. Like previously stated, not only affects my credit score and history, but **************** continues to contact me as well, and I cant resolve this on my own. I need help. Thanks.

  

  Business response

  09/04/2024

  The unit was sold on Thursday 8-15-24.   The payoff check was cut on 8-21-24 and sent out to CCAP on that same day.  The package was signed for on 8-23-24 and signed for by ****************, then the check cleared our account on *******.

  I am not sure why he would be getting calls so quickly after trading in the vehicle, but the unit was paid for less than 15 days of him trading in the vehicle.

• Initial Complaint

  07/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A 2017 ****** Titan XD was purchased for over $25,000 with over ****** miles. *** vehicle was listed with manufacturers warranty so no aftermarket warranty was purchased. *** vehicle broke down after driving about ***** miles while traveling on vacation in ***********, ** on 7/13/2024. This stranded my family in the desert for the weekend while we awaited the ****** dealership to diagnose the vehicle. *** dealer advised an engine replacement would be needed due to catastrophic engine failure for around $37,000 dollars because the warranty had expired 15 months prior! Coughlin was contacted and I was told I couldnt expect them to pay for the repair since it was more than I paid for the vehicle. **** said he would reach out to ****** and follow up with me. A rental vehicle was acquired to attempt a shortened vacation for two weeks. Hotels were required nightly since we could no longer tow our travel trailer and had to have it towed to a storage facility. After awaiting the callback from **** at Coughlin for two weeks, I called back in on 7/26 and was advised **** would call back on 7/27, which did not happen either. Why would you manually write that a vehicle is covered under a warranty that does not exist? Since the repairs are required and it was advertised as under warranty, I expect the repairs to be covered by Coughlin since they advertised the coverage that does not exist.

  

  Business response

  07/30/2024

  We are unable to assist in this situation. The attached buyers guide clearly states "as-is no dealer warranty" and the customer signed it. They also were offered an extended warranty and declined any coverages.

  Customer response

  08/01/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22055812
  
  I am rejecting this response because: 
  In your advertisement, it clearly highlights the vehicle comes with a manufacturers warranty. An aftermarket warranty would have been purchased if it was not falsely advertised to have an existing warranty. False advertising is illegal as well as bait and switch tactics. Since the seller sold the vehicle advertised with the warranty, they are responsible for the repair not covered by the manufacturer. 
  Regards,
  
  *****************************

  

  Business response

  08/02/2024

  Again,

  The consumer signed and acknowledged the buyer guide stating " AS-IS NO WARRANTY". Also here is our disclaimer on every vehicle listed on line:

  "While we make every effort to ensure the data listed here is correct, there may be instances where some of the factory rebates, incentives, options or vehicle features may be listed incorrectly as we get data from multiple data sources. PLEASE MAKE SURE to confirm the details of this vehicle (such as what factory rebates you may or may not qualify for) with the dealer to ensure its accuracy. Dealer cannot be held liable for data that is listed incorrectly".

  However, we are willing to go to bat with ****** to see if we can get the customer any assistance, we must have the vehicle back at our dealership to perform a proper diagnosis of the failure. At which time we will provide it to ****** to see if they are willing to assist in the cost of the repair.

  The customer needs to get it back to us.

  Customer response

  08/06/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22055812
  
  I am rejecting this response because: 
  The vehicle is disabled. The selling dealer can have the vehicle towed if they want to look at it to help.  Its a phone call away to discuss with ******* to which consumers are unable to directly contact. It wouldnt be feasible for the buyer to waste money towing the vehicle to Coughlin just to not have any service performed. 
  

  The vehicle was sold with no dealer warranty -as is, not no manufacturers warranty. Again, an aftermarket warranty would have been purchased if there wasnt an existing warranty. 
  

  In regard to the claim of the dealer is not liable, yes they are. A manual entry overrides a system generated report of vehicle options proving intent. 
  Regards,
  
  *****************************

  

  Business response

  08/06/2024

  The vehicle is sitting in a different region which we have no control over. Im sure the dealer where it sits could do the same thing we will do if they wanted to. We cannot do anything until we have a proper diagnosis and submit our findings to ******* There is nothing else we can do unless the vehicle gets brought back to our ****** store. We will not be paying to get it back here.

  Customer response

  08/07/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22055812
  
  I am rejecting this response because: 
  Regardless of the region, Coughlin is a franchised agent of the same company. Is Coughlin trying to tell me that another agent of ****** is inferior, simply based upon location? It wasnt an independent shop ran out of a personal garage that gave the diagnosis. If Coughlin thinks they can do better, please, my family would graciously love to see them try. 
  

  To say the vehicle needs brought back, I could just as easily say come to the vehicle in *******. If I bring in the truck to Coughlin, I expect compensation for doing their job. But since the vehicle left my family stranded and I had to make alternate transportation arrangements to get them home safely (since a vehicle from Coughlin wouldnt and no  assistance was offered) its their turn to do the right thing. 
  

  Stating youre not liable for options the vehicle is equipped with to defend the fact that the vehicle advertisement was physically modified, is unbelievable. Its not whether the vehicle had aftermarket rims or what radio was equipped, its the manufacturers warranty THAT WAS ADVERTISED. Thats not an option, that is a consumer protection that Coughlin LIED about. 
  Regards,
  
  *****************************

  

  Business response

  08/07/2024

  Its not our job to get the vehicle back to ****, it is the customers responsibility if he wants us to assist with ******* Like I stated previously, the dealer out there could submit their diagnosis to the ****** rep in their region. We cannot do anything outside of our region. Im not sure why the customer thinks it should be at our expense to get it towed back here, it is not. Again, he signed a buyers guide that was clearly marked "as-is no warranty". He was offered an extended warranty which he declined. We have zero obligation here and are just trying to assist but there is nothing we can do without having the vehicle here. We can continue to go back and forth but we are not going to do anything until we have the vehicle here and at that point we dont even know if ****** will be willing to assist. I would suggest calling the dealer that has the vehicle and have them call ****** and ask for assistance just like we would do.

  Customer response

  08/07/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22055812
  
  I am rejecting this response because: 
  Its not the other dealers responsibility since they have given a proper diagnosis. Coughlin advertised a manufacturers warranty that expired roughly 15 months prior to purchase! The extended warranty would have been purchased if it was not for the false advertisement. As is - no dealer warranty with advertising manufacturers warranty is different than no warranty applies - vehicle as is. Coughlin needs to own up to their very expensive mistake that will likely be re-compensated by ****** when the federal investigation is complete. Its not the customers fault that the deceptive marketing resulted in a financial loss, nor should the customer be liable for marketing errors that were clearly labeled as a sales pitch. Coughlin is responsible financially, regardless of location. I can even have the dealer start the repair and forward the bill to Coughlin if Coughlin is afraid of doing the work themselves. 
  Regards,
  
  *****************************

  

  Business response

  08/09/2024

  Attached you will find the *** inquiry directly from ******** website showing the vehicle does in fact still have warranty coverage on the seat belts, the high pressure turbo charger and the turbo charger actuator good through 4/30/2028 or ******* miles. ****** has extended the warranty coverages on the turbo and turbo actuator due to a high failure rate. The turbo charger ( in my opinion because we still have not diagnosed the vehicle) is most likely what has failed resulting in engine failure. The dealer that has the vehicle should have pulled this and contacted ****** asking for customer assistance. Again, there is nothing else we can do until the vehicle gets to our shop. I would suggest calling the dealer that has the vehicle and have them call ******. There is nothing else we can or will do unless he gets the vehicle to us. We consider this case closed because we are at a crossroads with no apparent resolution as the customer refuses to get the vehicle back in our possession.

  Customer response

  08/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22055812
  
  I am rejecting this response because: 
  The dealer blatantly has no idea about vehicle service. Lets pretend the turbo broke (even though there was ample boost prior to engine failure). Are you assuming that the turbo impeller broke off, ran through the intake system including the charge air cooler, and made it into the cylinder to where it broke the crankshaft without damaging any other component? Its impossibly unrealistic. Or are you saying you sold a vehicle with a broken turbocharger and you want to cover yourself by claiming that is the cause of engine failure? The warranty you speak of only covers turbo replacement, not the entire engine. Otherwise, that would have been declared to NHTSA and an engine extension would be in place. It must be hard to come up with a reasonable solution to your customer when ********************** spends all their time deceiving customers and trying to get out of their fraudulent marketing. 
  

  I do request the claim remain open until coughlin makes a reasonable attempt to rectify the situation. Not weasel their way out of responsibility and blame others for their wrongdoing. 
  Regards,
  
  *****************************

  

  Business response

  08/14/2024

  Once again, we don't know because we haven't had the opportunity to diagnose the cause of failure. I'm simply stating the vehicle did, in fact, have warranty coverage and we have seen the turbo take out the motor in our shops.
  I'm not going to keep going round and round on this. The facts are the customer signed an "as-is no warranty" buyers guide and declined an extended warranty. If he is not going to have it towed back to us he needs to call the dealer and push them to call ******* we consider this case closed on our end and no further communication needs to take place because we aren't getting anywhere and we will not be paying to have it towed back to our facility. Furthermore, we service over ****** vehicles a month so I'm sure we know what we are doing.

  Customer response

  08/21/2024

  As the buyers guide shows no selection to the warranty status and the addvertisent CLEARLY states the vehicle maintains the manufacturers warranty, why is the issue closed? Yes, additional coverage was declined because it was advertised that it was a warrantable vehicle. So the dealership needs to provide the warranty coverage (self or third party) because the manufacturer declines the vehicles warranty before possession by the dealership. 

  Customer response

  11/01/2024

  
  ****** ******** <*****************************************************>
  1:12 PM (32 minutes ago)
  to info
  
  Regarding my factory warranty as stated in the original sales ad, I have contacted ****** Consumer Affairs. Their response is forwarded with this message. In addition, Ive attached the sales ad for the vehicle with evidence of my claim. As the warranty was a major factor in purchasing the vehicle, this influenced my purchase. As such, the sale was deceptive as defined by ORC *******, ORC *******, and ORC 1345.03. 
  
  I have reached out to discuss this matter with the dealership directly and havent received a call back in two weeks. 

  

  Business response

  11/04/2024

  We have provided all the necessary documentation showing the vehicle did have some balance of the factory warranty as well as the signed "as is " warranty disclaimer. There is nothing else we are going to do at this point. I have asked repeatedly to get the vehicle back to our dealership and we will try to assist with ******. Until that happens we are at a stand still and the more time that goes by the less likely we are to get anything from ******.

  Customer response

  11/04/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22055812
  
  I am rejecting this response because: 

  
  1. Ohio Revised Code ******* - Misleading and Deceptive Practices: This statute addresses false or misleading representations in commerce and prohibits sellers from making claims that can deceive consumers regarding the nature of goods or services.
  
  2. Ohio Revised Code ******* - Ohio Consumer Sales Practices Act (CSPA): This law prohibits unfair or deceptive acts in consumer transactions. The false representation of a factory warranty constitutes a deceptive practice under this statute.
  
  3. Ohio Revised Code ******* - Unconscionable Sales Practices: If the dealership knowingly misrepresented the warranty status, this could fall under this statute, which protects consumers from unfair, deceptive, or unconscionable acts or practices in sales.
  

  I am officially requesting that Coughlin Automotive provide the original sales advertisement for the vehicle to the BBB.  This will state whether or not the vehicle was sold from Coughlin with a FACTORY WARRANTY. In addition, I request modification of the sales contract by voiding the sale and refunding the purchase in its entirety.
  

  I provided the letter from ****** North America that the vehicle did not have a factory warranty, even before Coughlin obtained possession of the sale, let alone sold it deceptively. I have attached that to this case as well. 
  

  By claiming a factory warranty, it is a broad declaration of coverage, not component specific, such as a seatbelt warranty. Furthermore, ****** is the authoritative administrator of their warranty services. ****** is in possession of the vehicle, yet no repairs have been made because no ***FACTORY WARRANTY*** existed at the time of sale. Hiding behind a ***** component coverage extension does not change the fact that the factory expired over a year before purchase. 
  
  Regards,
  
  ****** ********

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 04/24/2024 I went in to look at and purchase a vehicle. The only thing within my price range was this vehicle. After a couple days I returned as the vehicle did not fit my needs as I thought it would and was causing me pain in my groin and following several calls to several different companies for insurance on the vehicle I have found that most insurances will not write a policy for the vehicle and those that will want $350-$700 per month or will only cover if the full 6 months is paid in full. This is due to there being a recall on the Anti-Theft as these vehicles were among the ***** that were being stolen. When I let Coughlin know of all these issues they stated I could not do anything with the vehicle until having owned it for a year and would not take it back. With them being a Dealership not only should the recall had been taken care of prior to the sale, but also a proper inspection check of the car should have been done as brake calipers' need serviced as well as the fuel inductions.

  Customer response

  07/15/2024

  I have attached the receipt of sale that does not show where i traded in a vehicle, the report from different insurance companies that either will not write a policy for the vehicle or want entirely way too much per month, along with the service report following taking in the vehicle to have a recall on the anti theft done there was found to be other issues that were not disclosed at time of purchase. I have reached out to the sales manager and he gave a number to his personal insurance person and even that company would not write a policy for the vehicle. 

  

  Business response

  07/16/2024

  I have attached the Buyers Order that shows the traded in vehicle.  The vehicle has had the anti-theft campaign at Coughlin Hyundai.  This is a campaign not a recall that was performed.  Campaign's are product enhancements.  The vehicle was inspected prior to purchase.  The recommended maintenance was due to mileage of the vehicle.  

   

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a 2010 Ford F350 from Coughlin in **********, **. We worked with a salesperson named *********. We originally saw the truck online and went to see if it was available for a drive, which it was. We took the truck for a drive and enjoyed it. We did notice that the A/C was not working on one side. The driver's side was pushing out cold air and the passenger side was not. We Informed ********* and stated that we were interested in purchasing the vehicle as long as the A/C gets looked at and fixed if necessary. ********* stated that he would have his service department look at it during their inspection. After the service department did their inspection, ********* called us and told us it was ready. We drove it one last time, and noticed that the A/C was still not working. ********* said that the service department did look at it and said that "it just takes a while to get cold". We ended up buying the truck with the assurance from ********* that the A/C was working. After driving it around, it is NOT WORKING. After being in the truck for 3 hours, no cold air came out on the passenger side. ********* had promised to get the tire pressure sensor replaced, so we took the truck in to have the sensor replaced. We spoke with ********* about the A/C in the truck, and he said that there was nothing that he could do and even told my husband that "he hopes he didn't feel like he lied to him about the A/C.". He also stated that he could have the Service Department look at it today (June 25, 2024) but there would be a diagnostic fee for it. Since he suggested to do a diagnostic test on the truck, that most likely means that he never had it looked at by the Service Department to begin with. We feel that ********* lied to us just to get the sale of the truck. He had no intention of getting the truck looked at for the A/C issue. We feel that the Coughlin dealership misrepresented the vehicle and deliberately lied to us about the condition of the truck.

  

  Business response

  06/27/2024

  We will contact the customer to get the A/C repaired at no cost to them.

  Customer response

  07/09/2024

  '***** & ***********************' via Dispute Resolution - Shared Inbox <********************************************************>
  Mon, Jul 8, 2:57 PM (18 hours ago)
  to ********************************************************
  
  Hello,
  
  I had filed a claim against Coughlin Auto. The claim is: BBB Complaint ID # ******** - ********************** from ***********************.
  
  I wanted to let you know that Coughlin Auto did repair the ** in the truck at no cost and that repair is now completed. I will update my review with the information. They were very nice, helpful and easy to work with after this incident. 
  
  Thank you,
  ***********************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This happened on May 31, 2024. I originally leased my *** Q5 from *****, at *********** *** located in ***** ****** in October 2021. *********** sold the business to ********. I started receiving notifications about end of lease so I went to the ****** *** to figure out what my next steps were. I was introduced to ****** ******, Who assured me, he knew how to walk somebody through end of lease steps. We did go back-and-forth on price and I asked if I could use any of the money that I paid towards my lease for purchasing the car, and he said no, that’s not how purchasing your leased vehicle works. Since I was purchasing the vehicle on the last day of May, I asked if my June payment would come out on the second like normal and he said no. My payment did come out so I called *** Finance to figure out what was going on. In that conversation, I learned that I had the right to buy my car at the residual value of $16,000 instead of $21,000. When signing paperwork, I also asked the finance man if I could use some of the money that I put towards my lease towards the purchase of the vehicle and he said no, no one does that. Then I asked about if my June lease payment would come out and he also said no. These employees are not qualified for end of lease situations. I am a single mom. Just because I didn’t know the word residual value does not mean that I should be charged an extra $5000. I also now have made a double payment for the month of June due to my lease payment processing. In the beginning of June, the manager, ***** ****, asked how my experience was so I told him about my conversation with the leasing department for *** Finance. I have sent multiple emails and he has yet to reply nor will he return my seven phone calls. I also emailed ****** asking if there was anything that could be done and he will also not take my calls and he will not reply to my emails.

  

  Business response

  06/22/2024

  We have reached out to this customer and believe the issue to be resolved.

   

  Customer response

  06/24/2024

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

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We brought our Ford F350 Diesel truck to Coughlin of *********** 2 months ago. It was having an issue with not wanting to start again after we shut it off to get gas. Since it was at the shop we also wanted the heater fixed. In the beginning the communication between the service department, ******, and us was great. She said the issue was a common problem and they would be able to fix it. Then after she notified us that they were unable to fix the issue, ALL COMMUNICATION STOPPED! I called 5-6 times and got voicemail every time. I left voicemails with *****, **** and ******. Not one person has ever called me back! The 2 actual times I was able to actually speak with ******. She immediately said she “needed to find her mechanic and get the estimate and she would call right back “. I never got a call back. I would then call again 2 hours later and once again straight to voicemail. So needless to say it has become increasingly frustrating and now we are baffled by why all of a sudden no one will call me back with an update on OUR TRUCK! We had agreed before we even took the truck there that IF all went well and we were pleased with the service then we were planning on purchasing a new truck from Coughlin Ford. With the current situation it has definitely changed our mindset about that decision.

  

  Business response

  06/19/2024

  We are currently working with the customer. We have our service manager involved in the diagnosis and/or repairs at this time. 

  Customer response

  06/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: yes, service manager ***** ****** has been amazing with communication with us.  The repairs are not done.  It is obvious based on our observations of the issues TRULY brought to our attention by him. Is that the initial inspection was NOT PERFORMED by the technician. The “Estimate “ we were given by ****** claimed a “Main seal oil leak” we found out yesterday that is NOT where the oil leak came from. so we do stand by our initial assertion that ****** created a false estimate. 
  ***** honestly has discovered issues that we are very GRATEFUL for… we would like to keep this review open for updates until we obtain further information about this matter. Thank you 
  
  Regards,
  
  ***** *****

  

  Business response

  06/27/2024

  ***** and I are working together to get the customers issues resolved.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Well we took our car for ******* they switched the grill put wrong one in and they buffed the paint and burnt 2 or 3 spots on the car saying they going to fix it than on April 29 nick ******* manager emails me and text saying new grill is in and when I try calling to set up for it to be installed nothing no response nothing I just want my car fixed and right

  

  Business response

  06/04/2024

  We have left the customer an voice and and sent an email and a text message. He needs to call us back so we can schedule him. We cant do any more than we have.

  Customer response

  06/07/2024

  This is the only email I've received its the same as the text I've been trying to call for weeks leaving voice mail for **** and **** the service people at the other desk don't seem to know anything about my farther have only contacted me about service on my other Vehicles . I tried calling just yesterday 6/5/2024 I can screen shot my phone call screen if need be leaving voice message for.nick 

  Customer response

  06/07/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21800009
  
  I am rejecting this response because: This is the only email I've received its the same as the text I've been trying to call for weeks leaving voice mail for **** and **** the service people at the other desk don't seem to know anything about my farther have only contacted me about service on my other Vehicles . I tried calling just yesterday 6/5/2024 I can screen shot my phone call screen if need be leaving voice message for.nick 
  
  Regards,
  
  *************************

  

  Business response

  06/07/2024

  We have reached out to ****************** and he is bringing his car in tomorrow 06/08/2024.  We will provide him with a loaner while we repair his vehicle.  

  I believe this to be resolved at this point.  If ****************** has any further problems he has ********************* information to resolve.

  Sincerely

  Customer response

  07/23/2024

  Still waiting for my car to be fixed been in the shop for over 2 months  very disappointed in the service I've been getting  what do I got to do next 

  

  Business response

  07/26/2024

  The vehicle is completed and **** will be reaching out for the customer to pick it up.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new Kia Telluride SX Prestige in 2022, only to discover visible scratches around the vehicle. Despite my efforts to schedule repairs, the dealership failed to settle on a time. During an oil change in May 2023, I reiterated my concerns about the scratches. Photos were taken, and a warranty claim was supposedly submitted. However, by late August 2023, after numerous follow-ups, I learned that the claim was never actually submitted. The dealership admitted fault we ordered parts for the more "visible" issues, with plans to fix the remaining issues at a later date in an attempt to save time. In late October 2023, I was told parts had arrived and I should schedule a repair. I scheduled an appointment for early November. However, upon dropping off my vehicle, I was informed that not all parts were available, despite promises of prior notification. The remaining parts didn't arrive until December 2023. The repair for these remaining parts, was set up for March 5th 2024. Despite being provided a rental, the dealership failed to meet the 24-hour repair timeline promised. Each day during the process I was told "will likely get done tomorrow" up until the pickup day March 14th. After rescheduled pickup dates, I finally retrieved my vehicle on Thursday March 14th, only to find it in worse condition. Broken retention clips, a missing grab handle, and excessive wind noise from the sunroof were among the additional issues discovered. A new appointment was scheduled for May 5th to resolve these issues. The more "visible" issues have been dealt with, the process for the rest of the warranty covered issues present from May 2023 has yet to begin. The dealership's repeated failures to communicate effectively, meet deadlines, and properly handle repairs have left me deeply dissatisfied.

  

  Business response

  05/16/2024

  Customer purchased unit on 4/20/22.  At time of delivery there was no damage to the unit.  
  On 04/28/22, sales performed follow up after the sale LVM. 
  On 05/01/22, sales talked with customer and customer mentioned at that time that there were scratches on a plastic panel inside the car, but stated that he wasn't sure when he could make it in because of his schedule.  
  On 05/21/22, sales follow up LVM.  
  On 07/22/22, sales follow up LVM.  
  On 07/25/22, customer came in for their first maintenance and nothing was stated.  
  On 10/22/22, sales follow up LVM.
  On 12/22/22, Christmas text message sent. 
  On 12/28/22, customer came in for second maintenance and nothing was stated. 
  On 02/24/23, ***** was performed and nothing else was stated. 
  On 04/24/23, sales follow up LVM.
  On 05/29/23, customer came in for third maintenance and per my conversation with customer, he informed Heidi of the scratches on the plastics pieces. On 08/07/23, customer called into BDC trying to get ahold of service.  
  On 08/29/23, customer came in for their Fourth maintenance and documentation on RO was made due to sun roof shade slides forward when braking, trim on radio knob has a nick center molding, driver rear speaker trim has a defect of a stain, trim fading around all windows. As customer vehicle has basic warranty all concerns but 1 was addressed during this service as we would need the vehicle longer as run roof shade needed to be diagnosed.  Customer in rental vehicle to accommodate during full repair. 
  On 10/21/23, sales follow up and seeing if customer wanted to trade in their Telluride for a 24 model.  Several text messages occurred back and forth with customer.
  On 11/1/23, documentation on RO Special order parts in for repairs. Customer had new complaint of rattle in vehicle . tech diag vehicle and had to order parts for rattle. When installing trim special-order parts found damage on trim panel and had to reorder part. Part was on back order and had to have customer come back to install trim. concern with sunroof shade tech states has to drop headliner to find failure. Requested customer to bring vehicle back in as this might take a few days in the shop. Customer in rental vehicle to accommodate during full repair 
  On 11/22/23, service BDC sent text informing customer special order parts had come in and were looking to schedule an appointment. 
  On 11/25/23, service BDC sent a follow up text to schedule appointment for special order parts.
  On 12/04/23, service BDC sent another follow up text to schedule appointment for special order parts.
  On 3/5/24, documentation on RO for sunroof shade moving freely.  Found failure, had to order sunshade assy. After repair had to special order lower quarter trim due to piece cracked during repair on sunroof shade.  Customer in rental vehicle to accommodate during full repair.  After repair customer reached out to service manager as customer was not happy with last repairs of vehicle.
  On 5/6/24, customer back in and requested 3 different concerns to be fixed . Manager followed repair all the way through to make sure customer was happy and taken care of . All concerns fixed customer in rental vehicle to accommodate during full repair. Service manager made sure customer didn't need any other concerns fixed. Customer did state that all concerns were taken care of or he was not worried about any other concern.
  On 5/14/24, customer talked with general manager and states there are other concerns that we didn't address.  Will reach out to customer to have concerns addressed.  Customer stated that his unit has dents, there is a scratch and that stitching is coming apart on the seats.  Customer did purchase Allstate Complete that should cover the stitching and dents, as long as they are not from natural causes (policy attached).  Offered customer to purchase back his unit for $38000 and customer rejected the other and stated he wanted $43000.  Phil to follow up with customer to inform him that was can open a claim with Allstate to start the process of repairing the stitching and to see if the dents were not from natural causes.  We will not give them more money than we have already offered to repurchase this vehicle.

  Customer response

  05/23/2024

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

  
  

  ###-###-####

  ******, ******* 21713025

  Coughlin Automotive Group

  May 23, 2024 12:45 PM

  
  

*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. ↩