ComplaintsforCole Auto Outlet, Inc.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle (2015 Kia Soul) around September 21st. I questioned if there were any issues with the vehicle and was assured there were no issues. Once tags were finally received, I am unable to get it legal in **** ******** due to the tires being dry rotted. I have also already had a flat tire due to the same issue, and the spare that they provided wasn't even inflated. The car is additionally making a noise that I have no clue as to what it is. When issues were bought to attention we were told that there's nothing they can/will do because you can get a legal sticker in VA with dry rotted tires. They will not fix the issues, nor will they return my money and take the vehicle back. I am paying nearly $460 a month for a vehicle that isn't even safe for myself or my family.

  Business response

  11/14/2023

  To Whom It May ConcernWhen Ms. ****** purchased this vehicle met all of the VA requirements to pass for an inspection sticker. Ms. ****** has yet to reach out to us but has had a friend do so. If she would give us a call here at the dealership, we would be happy to schedule her a service appointment to diagnose these issues mentioned above. Once we have a diagnosis by our service center we can offer a resolution as quickly as possible if either so may be warrantied. 

• Initial Complaint

  10/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from Cole auto outlet on ******* ***** ** ********** ********* on April 30, 2021. A week after purchasing the 2011 chevy Malibu the transmission went out and needed replaced. The warranty did cover the transmission, we were left with no transportation for almost 2 months. After having it fixed the car contuined to have one issue after another. It was a lemon. August 2022 the transmission went out again and the motor was having issues. I contacted Cole's and the car was towed to ***** in ********** ** , for a second transmission. The warranty did cover the second transmission, an employee at coles informed me I could trade the car in after it was fixed. The car was in the shop from August 2022 to October 26, 2022. They offered no help. We were left with no transportation for months. Once at coles today I was told we could not trade without 2,000$. Even though another employee said there would be no issues trading it in once the repairs were completed. I surrendered the car. It is a lemon. Cole's only sells lemons then tries to ***** over their customers. This car was purchased once prior to me buying it and was returned within a month and sold to me. They were aware this car was a lemon and only did stop gap measures so they could re-sell the car. I paid cash to have the motor issues repaired and I have the receipt from the repair shop. The repair shop was ********* **** ** ********** **** ** ********* *** Something needs to be done. They are taking advantage of people in a high poverty area.

  Business response

  10/27/2022

  To Whom It May Concern,I have read the complaint from ******** ******** and feel that we have already provided her with a reasonable option. ******** mentioned lemon law, this vehicle does not qualify as a lemon since it was not a new car or under manufacturer’s original warranty. As ******** mentioned the vehicle did come with a warranty that did cover her repairs. There was no guarantee that we could trade with ********, only that we could explore trading the vehicle after repairs were made. ******** also mentions that the car was previously purchased and returned within a month, you may use a vehicle history report and see the vehicle was last sold by a different dealer on 10/05/2012 before being purchased by Cole Auto Outlet from an Auction. To address the down payment of $2000 this was due to the vehicles condition and an additional 15,000 plus miles the customer put on the vehicle during the time of ownership. We strive to take care of our customers to the best of our ability, but we cannot offer to trade the customer out of the vehicle at no cost to them.

  Customer response

  10/29/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******** ********

• Initial Complaint

  05/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a vehicle June 2019 I paid it in full December 2021 for the amount of $8,000. I made several phone calls trying to get them to send my title but all I ever get is excuses as to why I have not received it. They have made no attempts on their part to resolve this problem .

  Business response

  06/06/2022

  Our deepest apologies to Ms. ****** on the oversight. We have always strive for excellence in our customer service and have made a thorough investigation as to why she has not received her title. We found a clerical error on addressing as a result and we have mailed her title to the new address she has provided along with a tracking number.

  Customer response

  06/10/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** ******

• Initial Complaint

  10/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a 2010 honda accord used with a limited 24mnth warranty we paid 2700 dow for a total of 18271 on 4/16/2021. About 2 to 3 months later the car started breaking down and parts they were saying was bad was not covered by the warranty however they did agree to put the charges on the back end of our bill the car has been in the shop for about 4 or 5 times while this is our only vehicle with no rental or loaner car we advised we would like to terminate our contract due to the issue not being resolved but was declined also we advised we would like a refund or a differnt car they also declined to that we have continued to make payments for a car that is in the shop more than we have it and keep getting charged for these unresolved issuea

  Business response

  11/05/2021

  Good Afternoon! This customer did reach out to us with her issues which we had diagnosed with our local ******** ******* ******. None of her issues were covered under her powertrain warranty. The work initially done was agreed to be worked out with customer on payments however this customer did continue to have issues and we thought it best to refer to local Honda Dealer. We did adv customer there is no return or refund policy on a used vehicle. We always strive for the best customer service and in good faith we have covered the final repair ourselves with the Honda Dealer.    

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