Business Profile

New Car Dealers

Cole Automotive Group, LLC

Headquarters

Complaints

This profile includes complaints for Cole Automotive Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

17 total complaints in the last 3 years.
10 complaints closed in the last 12 months.

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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:03/18/2025
Type:Customer Service 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 purchased a used car at Cole auto mall a few months back, after a quite pushy salesman, as well as a very complicated, pointless back and forth, we got everything finished and off the lot, after a few weeks we consistently had credit checks coming in, a total of over 30, when we were told only a 3-4 were ran, after signing a paper stating they will not sell our information, we began receiving calls, mail, emails and all kinds of spam, spam emails and postal mail, phone calls on my wife's phone, which has only been active a year, asking for me, text message on her phone asking for me, so our info was sold, when we stated not to and was told it wouldn't, it's a very crooked practice, I've had issues with Cole's in the past, and it is the only dealership I tell people to steer clear
Business Response
Date: 03/19/2025
I am writing in response to the complaint submitted by Mr. ***** ***** regarding his recent vehicle purchase at our dealership. We appreciate the opportunity to address his concerns and provide clarification on the events as they occurred.

On January 18, 2025, Mr. ***** visited our dealership and selected a 2018 Honda Civic for purchase. As part of the financing process, we obtained his credit information with his consent and submitted it to seven lenders—****** ******** ************ ********* ********** ******** ***** ******* **** *** ****** *******—in an effort to secure the best possible loan approval. ****** ******* ultimately approved the loan, and we proceeded with presenting Mr. ***** with the financing terms, which he agreed to the same day.

During the loan approval process, the lender required proof of residence, which Mr. ***** was initially unable to provide for the address he had given. In order to finalize the loan, it was necessary to recontract the deal with an updated address. When Mr. ***** returned to resign the loan documents, he requested that we recheck his co-buyer’s credit score, believing that it had improved significantly since the initial application. As a courtesy, we accommodated his request and rechecked the score, but there was no significant change. To avoid unnecessary additional inquiries, we did not resubmit his application to any new lenders.
We were unaware of any dissatisfaction on Mr. *****’s part until receiving this complaint. At no point did our dealership sell or share Mr. ******* personal information with third-party marketing companies. The only parties who received his information were the lenders to whom we submitted his application. Any additional credit inquiries that appeared on his report would have been the result of the lenders’ internal processing, something beyond our control.

Once we received Mr. *****’s complaint, our Finance Director attempted to contact him multiple times to offer assistance in addressing his concerns. We wanted to offer guidance on how he might remove certain inquiries from his credit report and improve his overall credit profile. Unfortunately, we have been unable to reach him. We remain willing to assist him in any way we can and will continue our efforts to establish contact.

Our dealership takes customer satisfaction seriously, and we regret that Mr. ***** feels frustrated with his experience. However, we are confident that we acted in good faith throughout the transaction, following standard procedures to secure financing and ensure compliance with all relevant regulations. Should Mr. ***** wish to discuss this matter further, we welcome the opportunity to assist him.

Sincerely,
Jason C***
Executive Vice President
Cole Automotive Group
Initial Complaint
Date:02/24/2025
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.
Knowingly withholding information as far as prices, over charging for products, having signatures be done on phones where you can't read the information not disclosed to you.
This was on or about January 4, 2025. I can't remember the general manager's name, he was the general manager of the Nissan Sales Department. The vehicle is a 2024 Nissan Armada. The reason of my complaint is that the dealership failed to disclose the cost of the extended warranty, failed to disclose that they were charging me over 600 dollars for oil changes that they said were taken care of by the dealership. They also charged 400 dollars for a payoff, which I gave them the payoff. After confronting everything, they did refund me the 400 for the pay off quote cost. The finance manager asked if he dropped the cost of the extended warranty from 7700 to 3900 would I accept that. I was lied to so much on this deal. Then the general manager calls me and I told him I just wanted to bring the vehicle back and pick up mine, and he said legally he owned my vehicle and I couldn't do that.
Also, the fraud on the paperwork stated the vehicle had 5 miles on it, when in fact it had over 542 miles on it. When they gave me the paperwork on the deal to say if I would go to finish it, I asked how much was the gap insurance, and they said 1200. I responded ok, then they immediately responded we gave you an extended bumper to bumper warranty and then stated they also put in for oil changes for the first couple years. When in fac, they gave me nothing and charged an outrageous amount for an extended warranty and actually charged me for oil changes that I didn't ask for. The sales manager admitted that the cost of the extended warranty was high, but he had to make money somewhere. In the end, they scanned the paperwork to my email on my phone to sign, which should have been a clue I was being lied to as who can read paperwork to sign on a small phone. I know the whole contract could have been ended, as this was bought on a Saturday and banks weren't even open.
Customer Answer
Date: 02/24/2025
This was on or about January 4, 2025. I can't remember the general manager's name, he was the general manager of the Nissan Sales Department. The vehicle is a 2024 Nissan Armada. The reason of my complaint is that the dealership failed to disclose the cost of the extended warranty, failed to disclose that they were charging me over 600 dollars for oil changes that they said were taken care of by the dealership. They also charged 400 dollars for a payoff, which I gave them the payoff. After confronting everything, they did refund me the 400 for the pay off quote cost. The finance manager asked if he dropped the cost of the extended warranty from 7700 to 3900 would I accept that. I was lied to so much on this deal. Then the general manager calls me and I told him I just wanted to bring the vehicle back and pick up mine, and he said legally he owned my vehicle and I couldn't do that. Also, the fraud on the paperwork stated the vehicle had 5 miles on it, when in fact it had over 542 miles on it. When they gave me the paperwork on the deal to say if I would go to finish it, I asked how much was the gap insurance, and they said 1200. I responded ok, then they immediately responded we gave you an extended bumper to bumper warranty and then stated they also put in for oil changes for the first couple years. When in fac, they gave me nothing and charged an outrageous amount for an extended warranty and actually charged me for oil changes that I didn't ask for. The sales manager admitted that the cost of the extended warranty was high, but he had to make money somewhere. In the end, they scanned the paperwork to my email on my phone to sign, which should have been a clue I was being lied to as who can read paperwork to sign on a small phone. I know the whole contract could have been ended, as this was bought on a Saturday and banks weren't even open.

Business Response
Date: 03/27/2025
Thank you for the opportunity to respond to the complaint filed by Ms. ****.

We take full responsibility for not clearly communicating the structure of the deal and all associated figures to Ms. **** during her initial purchase. It is always our goal to ensure our customers feel confident and fully informed, and in this case, we recognize that we fell short of that expectation.

I’m pleased to report that we have since worked directly with Ms. **** to make things right. On Thursday, March 20, 2025, she returned to our dealership and met with our team to discuss her concerns. It became clear that she was not satisfied with the vehicle she had originally purchased. Our staff took the time to listen, and we were able to find a different vehicle that better matched what she was initially looking for. On Friday, March 21, she returned and took delivery of that vehicle.

We regret that her experience was not what it should have been from the beginning, but we are grateful she gave us the opportunity to correct it. We value Ms. **** as a customer and are committed to earning her trust moving forward.

Sincerely,
Cole Automotive Group
Customer Answer
Date: 03/28/2025
Better Business Bureau:

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 am grateful that the dealership reached out and together we found a resolution.

Regards,

*** ****
Initial Complaint
Date:02/18/2025
Type:Sales and Advertising 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 was contacted about a car from Elizabeth it was the second time we worked together. First time did not go as planned so with the condition of the Rogue she let me know it was available. I will admit I liked the car but wanted to walk around it before going any further. You will see in the uploaded pictures how hard it hit my credit score. The problem was they did not have my permission to freely put my information out to creditors. My score dropped 24 points, with I guess 8 different lenders pulling my information and going through my credit history. I asked why did they run my score and they lied about running it. I have texts that show their lies. I have many more pics where they admitted to doing it without my permission. This is a huge HIPPA violation to release my credit history to so many lenders is a crime. I was hoping we could come to an agreement through here before seeking legal action. The choice is yours at this point. If it happened once I am sure there are more cases than mine. My car insurance will go up they run credit reports to rate my insurance, I have no idea how long it will take to build back up to not needing secure loans if I need credit. I am emotional about this it had just pulled my credit to the low 500s but now my credit is a joke thank you Bill C*** used car manager I hope you know that HIPPA should be involved but I will try this mediation approach first before it needs to go further.
Business Response
Date: 02/28/2025
Thank you for reaching out regarding Mr. **** ****** complaint. We appreciate the opportunity to respond and clarify the situation.

Mr. **** initially contacted our salesperson, Elizabeth G********* about a 2017 Ford Escape on January 25, 2025. He voluntarily provided his credit information with the understanding that it would be submitted to lenders for approval. Unfortunately, while his credit was approved for the Escape, another customer purchased the vehicle before he was able to move forward. We promptly informed Mr. **** of this and later reached out on February 13, 2025, to offer him a comparable 2018 Nissan Rogue.

Mr. **** expressed interest in the Rogue and engaged in discussions regarding price and financing. On February 14, 2025, Elizabeth offered to bring the vehicle to him at work, and he agreed to follow up after a scheduled meeting. During this exchange, Elizabeth asked if he wanted to know the payment details, to which Mr. **** responded, "Should we agree on price first, correct?" Believing he was ready to proceed, Elizabeth requested that our finance team submit the deal to lenders to gather the necessary information on interest rate, term length, and monthly payments so Mr. **** could make an informed decision.

However, Mr. **** did not respond to further communication until 5:34 PM that day, at which point he stated he was no longer interested. He later discovered that his credit had been submitted to lenders and filed a complaint, alleging that it was done without his consent and that it negatively impacted his credit score.

We acknowledge that Elizabeth misunderstood Mr. ****** intent and should have explicitly confirmed before proceeding with lender submissions. We sincerely regret any inconvenience this may have caused. However, we would like to note that while credit inquiries can result in a temporary score adjustment, they will not have a lasting or significant impact on Mr. ****** financial opportunities.

As soon as we became aware of Mr. ****** concerns, our General Sales Manager, Ethan D*****, personally reached out to offer assistance. We invited Mr. **** to visit our dealership so we could help him dispute the inquiries through AnnualCreditReport.com to have the inquiries removed and provide guidance on credit improvement strategies. Additionally, we our willing to work with Mr. **** on securing financing for another vehicle at a highly favorable deal to help make things right.

Unfortunately, Mr. **** declined all of our offers of assistance. Instead, he requested a $5,000 monetary settlement to resolve the issue. While we understand his frustration, we do not believe this request is reasonable given that we have taken every possible step to assist him in addressing his concerns. We remain committed to working with him in good faith and stand by our offer to help him with credit recovery and a great deal on a vehicle should he be open to further discussion.

We remain committed to ethical business practices and customer satisfaction. If Mr. **** is willing to revisit our offers for assistance, we are still happy to help him in any way we reasonably can.

Thank you for your time and consideration.
Customer Answer
Date: 03/03/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Yes, I did speak with Ethan and yes, I asked for $5000 and no we could not come to a conclusion. Let's start with talking with Ethan, during our discussion he stated that there was a mistake made by his employees and will provide a teachable opportunity for everyone to learn. I cannot imagine why an error could be so minor that it would create a teachable opportunity but according to Ethan he was going to make it apart of training. Ethan did offer 2 solutions both of which involved me doing everything and the dealership is not held accountable for anything that took place. I did ask for $5000 after Ethan only suggested that I do everything to correct an error by the dealership and at no point was there an offer for a favorable deal offered not that I would consider it after what they put me through without a purchase. I asked Ethan that if $5000 was unthinkable what did he think was fair, he said I don't know or what you want so I repeated myself to take the suggestion of money off the discussion and what did he think was a fair solution that would impact the dealership the way it affected me and once again he said I don't know. I wanted a solution that would stick with the dealership like it will me but that was not an option either.
Regards,

**** ****
Business Response
Date: 03/18/2025
Thank you for the opportunity to respond further regarding Mr. **** ****** concerns.

We appreciate Mr. ****** time in discussing this matter with our General Sales Manager, Ethan D*****. While we recognize that there was a misunderstanding regarding the credit application process, we remain committed to helping him address any concerns related to the credit inquiries.

To that end, we extended multiple offers to assist, including inviting Mr. **** to visit our dealership so we could help dispute the inquiries on his behalf and provide guidance on credit recovery. We also offered to work with him on securing financing under highly favorable terms should he be interested in purchasing a vehicle. Unfortunately, he has declined these options thus far.

Our offer to assist with disputing the inquiries and providing financing solutions remains open should Mr. **** wish to take advantage of it. We remain committed to customer satisfaction and ethical business practices, and we are happy to help in any reasonable way.

Sincerely,

Jason C***
Executive Vice President
Cole Automotive Group, LLC
Customer Answer
Date: 03/20/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
As you can see this MISTAKE continues to affect me. As stated in the previous message the only thing they suggest is for me to correct what they have done. They expect me to drive to their location or correct it for them online with no assurance it will work. They need to take ownership for their mistake. Per Ethan once it may fix the problem and it will take 30 days before I see if it comes off. Per both their responses they have yet to provide a solution for them to address a solution that doesn’t require me to fix it. I now have a letter stating they made a mistake and a call with Ethan who also said it created a teachable opportunity of what not to do. As I am saying this message and the previous message the dealership refuses to resolve what they created. There is no working towards customer satisfaction or taking responsibility for extending my personal information without my permission and at no point did I look at the car or even visit their dealership. I am getting no response or action by them since after all they are trying to minimize the “mistake”. Bottom line they is they want to do as little as possible and have me continue to let not except that if they wouldn’t have cause the problem then there would be no reason this nightmare to be fixed.

Regards,

**** ****
Business Response
Date: 03/28/2025
Thank you again for the opportunity to respond regarding Mr. **** ****** complaint.

We genuinely regret the frustration Mr. **** has experienced. As previously stated, we acknowledge that a miscommunication occurred during the credit application process, and we have addressed that matter internally to help ensure greater clarity and consent in future customer interactions.

While we understand Mr. **** is upset, we have extended multiple good-faith efforts to assist him, including:
- Offering to dispute the credit inquiries on his behalf to have them removed from his credit report;
- Offering favorable financing terms on a future vehicle purchase as a gesture of goodwill;
- Providing guidance on ways to meaningfully improve his credit score, beyond just the temporary effects of recent inquiries.
Unfortunately, Mr. **** declined all of these offers and instead requested a $5,000 settlement. When asked what he felt would be a fair alternative resolution, he was unable to offer a suggestion beyond financial compensation, which we respectfully declined.

We also respectfully note that, based on the information Mr. **** shared with us, his credit score prior to the inquiries was already in the low 500s. A temporary drop of 20–30 points, while understandably frustrating, does not change the credit tier he falls into with lenders. Therefore, there was no measurable harm to his ability to qualify for financing or affect interest rates available to him.

We want to reiterate that Mr. ****** information was only submitted to lenders through standard credit application procedures, based on his prior communications indicating interest in moving forward. While we regret the miscommunication, the process followed aligns with industry norms and was not done outside typical dealership practices.

At this point, we believe we have acted in good faith and offered reasonable paths to resolution. While our offer to assist in having the inquiries removed remains open, we will not be offering financial compensation.

This will serve as our final response in this matter.

Sincerely,
Jason C***
Executive Vice President
Cole Automotive Group, LLC
Customer Answer
Date: 03/28/2025
I was not guaranteed the steps they requested to TRY would fix the problem. I asked for a suggestion and Ethan said I don’t know. They minimizing what happened, they said it was a miscommunication, but we would need to discuss financing to be a miscommunication. They want me to go to them or to go online to a site I have not heard of, or to visit their location to get a favorable financing which would involve running my credit again and getting additional credit inquiries to drop my credit even more. Bill C*** has no intention to take responsibility for their actions, they say it was a miscommunication or misunderstanding they even admitting that they made the violated the law but offering nothing in return. So, let’s drop the money option for now and tell me what solution they suggest that doesn’t involve driving to their location to fix their action. So far all they have suggested didn’t require them to do anything. Low financings is a joke since they dropped my credit so low my interest rate would be outrageous, but them saying I only wanted money is a lie nothing more than a lie. Here is their chance to take ownership and provide a solution that doesn’t require me to go to their dealership, go online to a site I know nothing about, and they cannot guarantee the outcome. I will never except going to them to purchase something after what happened before.

Regards,

**** ****
Initial Complaint
Date:12/30/2024
Type:Sales and Advertising 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 bought a 2019 Acura 9-24-24 from Bill Cole AutoMall. I tried to get my car inspected so I could put my VA license plate on the vehicle. Temporary tags ran out 12-22-24. I was told by one shop the tires would not pass inspection. I took it to another one and was told the same thing. I called Bill C*** and was told it passed their inspection. Mileage when I bought the car was 76828 I had to have tires replaced at mileage 78095!!! How could they have passed inspection? Bill C*** called me back and offered the tires at cost and then offered me two for free and I would have to buy two. I told them I should get 4 new tires and not have to pay for anything. At this point Ashton said they would have to charge me $1000 for new tires. Tires should last longer than 2000 miles before needing to be replaced. The vehicle should not have been sold with those tires! I was also told that the vehicle only had 1 recall on it according to ******. I called to make the recall appointment and it had 6 recalls. One a major motor recall. I ran my VIN number through ****** **** **** and all 6 recalls showed up. I was told they knew nothing about the recalls. However a current employee was the previous owner of this vehicle. Acura said all recalls were over a year old. I feel like I was taken advantage of especially with the tire situation. I would strongly suggest the inspection department be investigated. Sad that a large dealership takes advantage of people like this. Hopefully this will make a difference somehow, if only for someone else.
Business Response
Date: 01/08/2025
Thank you for the opportunity to address Ms. ********* concerns regarding her recent vehicle purchase. Customer satisfaction is very important to us, and we appreciate the chance to provide clarification.

Ms. ******* purchased a 2019 Acura on September 24, 2024. The vehicle was inspected on September 16, 2024, at 76,828 miles, during which the tires passed inspection. While the tires met the required standards, they were close to the minimum acceptable tread depth.

Initially, a newly hired manager attempted to address the issue by offering to split the cost of replacement tires without consulting senior leadership, which caused frustration for Ms. ******** Once senior leadership was made aware of the situation, we recognized that while the tires did pass inspection initially, our normal policy would have been to replace them in such a condition. With this in mind, we refunded Ms. ******* the full cost of the replacement tires she purchased.

Regarding recalls, the ****** report at the time of sale indicated one open recall, which was disclosed to Ms. *******. She later identified additional recalls after contacting Acura directly. These additional recalls were not included in the ****** report or known to us at the time of sale. The vehicle was traded in by an employee who was either unaware or did not inform us of any additional recalls beyond those disclosed.

To assist Ms. *******, we offered to provide her with a loaner vehicle while the recalls were being addressed. However, Acura informed her that they would supply a loaner vehicle, so she did not need one from us.

We regret any frustration Ms. ******* experienced and believe our actions—including refunding her tire costs and offering assistance with the recall process—demonstrate our commitment to resolving her concerns fairly and professionally.

Please feel free to contact us if additional information is required.

Sincerely,

Jason C***
Executive Vice President
Cole Automotive Group
Initial Complaint
Date:11/22/2024
Type:Sales and Advertising 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 purchased a new Nissan Sentra from Cole August 27, 2024. When the salesman talked to me on the phone,we agreed on a car that he was going to work towards getting an approval for financing. My must haves were front wheel drive and remote start. When I got to the dealership, the car was a different one with a price that was too high that I did test drive. I let him know and he had Lonnie to speak with me. I agreed on taking that vehicle which costed more than $2000 more than the other car. Both were grey and similar. The car was taken by the service department and brought back a bit later. I felt like it was not the same car I test drove. On the way home the breaks were making a popping noise. When I turned steeply to the left it felt like something was wrong with the wheel on the front passenger side. I let the dealership know and they said it was normal. The dash was getting hot, the console gets hot where the shifter is. It has an odd smell like gas. They told me that the catalytic converter will smell like one that** stopped up because it's new. There** liquid running from the tailpipe. They are telling me it** all normal for a new car. I took the car back to the dealership and they denied any issues. I called ****** ******** ******* and they said they have to go by the dealership** word, although I have pictures of the liquid running from the tailpipe and pictures of the text messages I sent to the dealership describing the issues. I also made calls to them. They break pads are already scrubbing and need replacing. The dealership only offered replacing them, however there** apparently an issues that caused that so soon.I have a video showing the liquid coming from the tailpipe. They refuse to do anything to help. The car I have does not have remote start. I also don’t believe it** front wheel drive as I’m having f issues with it staying on the road if it** at a higher create of speed (55 or more) or less if the road is damp or wet. Something is not right.
Business Response
Date: 11/25/2024
Dear BBB Representative,
Thank you for bringing Ms. ****** ******** concerns to our attention. We take customer satisfaction very seriously and are committed to addressing any issues brought to our attention. Below is a detailed response to the points raised in Ms. ******** complaint, based on our records and interactions with her:
1. Sales Process and Vehicle Selection:
Ms. ****** purchased a 2024 Nissan Sentra on August 27, 2024, after test driving multiple vehicles and selecting the one that best met her budget and needs. While remote start was a feature she initially desired, the vehicle purchased did not include this feature as it was a decision made to meet her stated payment goal of under $500. At the time of purchase, she expressed excitement and satisfaction with the vehicle and its features.
2. Service Concerns Addressed:
On October 22, 2024, Ms. ****** brought the vehicle to our service department with several concerns, including:
o Popping Noise When Braking: Our technician inspected the brakes and conducted a road test with the customer, but no abnormalities were found.
o Noise from Front Passenger Wheel: No issues were observed during the road test or visual inspection.
o Heat from the Shift Console and Dash: After allowing the vehicle to idle for an hour and conducting a road test, no unusual heat levels were detected.
o Fluid from the Tailpipe: This was verified as condensation, which is a normal occurrence in combustion engines and does not indicate a mechanical issue.
No gas smell was reported or documented, and the brakes were not found to be in need of replacement at that time.
3. Vehicle Performance:
The vehicle was verified to be front-wheel drive, and no concerns regarding its ability to stay on the road at higher speeds were documented during the service visit.

Throughout the sales and service processes, our team worked to address Ms. ******’* concerns promptly and thoroughly. We encourage her to bring the vehicle to any authorized Nissan dealership if she experiences further issues, as warranty coverage is honored nationwide.
We remain available to discuss this matter further or assist Ms. ****** with any additional concerns she may have. Our goal is to ensure her continued satisfaction and confidence in her vehicle.

Sincerely,

Jason C***
Executive Vice President
Cole Automotive Group

Customer Answer
Date: 11/25/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have repeatedly contacted the dealership about a new 2024 Nissan Sentra and have not gotten any satisfactory responses. I have let them know many times of issues with the car, including the fact that the hood on the car gets so hot that I can’t even touch it as well as liquid running from the tailpipe and a smell of gas when I start it.
I was not given the agreed upon car in the first place as well as went so far as to ask if I had actually been given a new car. The brakes are already needing replaced and the dealership only offered to replace them on a new car vs actually finding out what the problem is.
It is no where near normal for the car to have the console where the shifter is to be getting hot nor any of the other issues and they refuse to even acknowledge it. They only tell me this is all normal and the LED lights are causing it to get hot at the console when they aren’t even on. This is totally unacceptable.

Regards,

****** ******
Business Response
Date: 12/06/2024
Thank you for sharing Ms. ******** follow-up response. We appreciate the opportunity to address her continued concerns regarding her 2024 Nissan Sentra. Below, we have summarized and reiterated our position based on the details she has provided and our dealership** efforts to resolve the matter:
1. Vehicle Condition and Service Concerns
2. Vehicle Selection
3. Next Steps
We regret that Ms. ****** remains dissatisfied, but we believe we have exhausted all reasonable measures to address her concerns. We hope a second opinion will help provide her with further reassurance regarding her vehicle** condition.
Sincerely,
Jason C***
Executive Vice President
Customer Answer
Date: 12/06/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

As I have mentioned, this was not the car I test drove nor the agreed upon car. I do believe the dealership to have changed out the car after the test drive. The hood gets way too hot. That** not normal. Liquid flowing from the tailpipe is totally not normal condensation. The console getting hot where the shifter is would never be normal. I’m not a mechanic, but I do not believe any of this to be normal. I also do not believe that brakes popping on a new car, brakes needing replaced with such few miles on it, smells such as gas when it** being started and smells such as exhaust are not normal on a new car. I have videos of liquid coming from the tailpipe and running across the asphalt when the car was started as well as photos that I sent to the dealership shortly after purchasing the car. There** definitely problems and the only offer I got was they could exchange the brakes. If the brakes are bad that soon, there** other issues and that goes for any car. Cole Automotive is just saying they can’t find anything when they know they aren’t willingly going to accept responsibility for their actions. They are confident they can do this to me and they will be going on with their lives peacefully, because they can do this to me. Just my opinion, they did it to me so think about how many others they have done this, or similar things to and got by with it. I am not satisfied with the outcome and want a replacement. I have asked for help with this while the mileage was still low. I’m sure they are waiting until the warranty runs out and I will be stuck paying for a broke down car. Shame on them!

Regards,

****** ******
Business Response
Date: 12/31/2024
Please see attached.
Initial Complaint
Date:09/26/2024
Type:Customer Service 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 purchased their 2023 Mustang Mach-E GT a couple months ago, and have since decided to have the paint thoroughly inspected by a local detailer to bolster my suspicions of the vehicle's paint, trim, and glass having been absolutely inundated with swirls, scratches and holograms, they concurred and stated that it appears to have been caused by improper washing and/or drying techniques. I brought the aforementioned to their attention via a ******** review, and was promptly informed to reach out to a provided e-mail address, I did so on the 20th, it's now the 26th, and I haven't received any response back. From their follow-up comments on the review, it appears they're attempting to play the "we didn't get your e-mail" game, despite the fact that I can literally see that the e-mail has been delivered to their servers. I've been quoted $980 to have the paint, trim and glass polished, to remove the swirls, holograms, and scratches. This whole ordeal is incredibly disappointing, as my trade-in had recently had a $1,200 two step paint correction and full ceramic coating, and we even purchased their 2023 F-150 Lightning, which appears to have the same exact issues. I'd like to have the aforementioned issues appeased, additionally, I would appreciate some clarification on the "First Place Finish" we were pushed to agree to, and the "3 Year Paint Protection Warranty" associated with it. Thanks.
Business Response
Date: 10/04/2024
Thank you for allowing us the opportunity to address Mr. ******* ****** concerns regarding his 2023 Mustang Mach-E GT. We are committed to providing exceptional customer service and regret any inconvenience caused during this process.

Mr. **** purchased the 2023 Mustang Mach-E GT from our dealership on July 20, 2024, and expressed satisfaction with the vehicle at the time of sale. In late September, he contacted us via a ******** comment regarding concerns with the paint, trim, and glass, specifically noting swirls, scratches, and holograms that he believed were caused by improper washing or drying techniques.

Upon receiving his comment, we responded with an email address to assist him further. Unfortunately, Mr. ****** follow-up email to our service manager was not responded to, due to an internal oversight. We regret this miscommunication and any frustration it caused. Once the issue was brought to our attention through the BBB complaint on September 26, 2024, our General Sales Manager, Caleb C****** promptly reached out to Mr. ****. An appointment was scheduled for September 27, 2024, to inspect and correct any issues with the paint. Additionally, a recall service was scheduled to be completed during this visit.

Mr. **** brought the vehicle in as scheduled. Unfortunately, Hurricane Helene caused a power outage, which set our service department back by one day. Despite this delay, we completed the recall on October 1, 2024, and had the vehicle inspected by our paint correction specialist. On October 2, 2024, the vehicle was thoroughly polished to address Mr. ****** concerns regarding the paint, trim, and glass.

Mr. **** picked up his vehicle on October 3, 2024, and we are pleased that he is now satisfied with the resolution of his concerns. We greatly value his business and are committed to maintaining the highest standards of service in the future.

Thank you again for facilitating this matter. Please do not hesitate to contact us should you need any further information.

Sincerely,

Jason C***
Executive Vice President
Bill Cole Ford Lincoln
Initial Complaint
Date:09/24/2024
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.
My husband and I purchased a brand new 2024 van from Bill Cole Honda in Ashland Ky. Just a few months i Of having the vehicle it started to make a funny noise. We took it to the dealership to have it checked out and come to find out a control arm was broken. They told us we would have to pay to have it replaced and that the warranty didn't cover it, because they said we must have hit a pot hole? We took the old part they removed and had 3 other mechanic look at it. They all agreed that the bushing in the control arm was faulty and that if a pot hole was the cause then my whole front end of my van would have been ripped off. It was a faulty bushing and they don't want to pay for it. So buyers beware! Their warranty that they talk up won't cover anything!! Because they will just say it's your fault and Honda will tell you it's up to the dealerships discretion. Never again will I ever purchase a vehicle from there for myself or my family!
Business Response
Date: 10/01/2024
Thank you for allowing us to respond to the complaint filed by ******* ******* regarding her 2024 Honda Odyssey, purchased from our Honda store in Ashland, KY.

We are sorry to hear that Mrs. ******* is dissatisfied with her experience, and we take her concerns seriously. After reviewing the details of this matter, we would like to provide some clarity on what occurred.

Mrs. ******* purchased her 2024 Honda Odyssey on May 2, 2024. The vehicle was brought in for its first oil change on August 2, 2024, at 6,126 miles. At that time, no other concerns were reported. On September 11, 2024, with 9,693 miles on the vehicle, Mrs. ******* brought it in with three specific concerns: a loose reflector on the driver’s side front bumper, a squeaking noise coming from the driver’s side, and the steering wheel being off-center.

Our certified technician inspected the vehicle and found that the left front lower control arm bushing had been pushed out of the control arm, causing metal-to-metal noise, which explained the squeaking. This damage appeared to be caused by an impact, such as hitting a pothole or a similar road hazard, which resulted in the wheel being pushed up severely. This impact was also the likely cause of the steering wheel being off-center and the reflector coming loose from its clip.

Based on these findings, the damage was consistent with an external impact, which unfortunately does not fall under Honda's warranty coverage. To confirm this, we shared photos of the damage with the Honda District Service Manager, who verified that this issue would not be covered by the warranty for the reasons stated. Mrs. ******* was informed of this, and she approved the necessary repairs, which totaled $900.86 for parts, labor, and taxes.

We understand that Mrs. ******* consulted other mechanics, and while we respect her thoroughness, we stand by our original assessment, as confirmed by both our technician and the Honda District Service Manager. The damage was not due to a faulty part but was instead the result of an impact outside of the warranty’s scope.

We value Mrs. ******* as a customer and regret any inconvenience this situation has caused her. We remain open to further discussion in hopes of finding a resolution that addresses her concerns.

Sincerely,
Jason C***
Executive Vice President
Cole Automotive Group
Customer Answer
Date: 10/04/2024
After reviewing the response to our issues with our vehicle, it appears to me that you are misinformed about what happened. The screw that was loose, which I reinstalled about four days after we purchased the vehicle, due to it being missed at assembly, (it was screwed into the fender, but behind the wheel well plastic) was not due to an "impact" that you guys are accusing us of. The reflector was noticed being loose around that same time.
I brought the van in for the service, Sept. 11th, 2024, when the faulty control arm was discovered, your mechanic stated, "thats how the reflectors are, because they just pop in." After he said that, you now say it is due to an impact. We took that same van, to another Honda dealership, for another opinion about the alignment. Being that one was performed and cost me $134.95, recently, by Bill Cole Service, it should've been good. But it wasn't. Due to the fact that I DO NOT TRUST your mechanics, I was not going to have you guys touch the vehicle again. The dealership I took it to, said, "it is horribly out of alignment, front and rear." I don't know how that could've been possible with it just being completed at your shop Sept.12th, 2024 I also had them look at the faulty control arm. First, they couldn't figure out why I had the part, because warranty work typically requires the part to be sent back.
Secondly, once I told them it wasn't covered under warranty, they couldn't believe it. They said it should've been covered by the 3 year bumper tp bumper. I made sure to let them know, that Bill Cole Honda said it was impact damage and wouldn't cover it. We chose to buy a brand new vehicle from your dealership, expecting good customer service, but after having my integrity questioned, we were mistaken. There were no efforts made to even consider it to be faulty parts, it was immediately assumed that it was impact damage.

Regards,
******* and ****** *******
Business Response
Date: 10/15/2024
Dear Better Business Bureau,
Thank you once again for the opportunity to respond to ******* and ****** *******’ concerns regarding their 2024 Honda Odyssey. We have carefully reviewed their latest communication and would like to clarify a few key points in light of the customer’s statements and our own investigation.
We understand that the ******* are upset about the conclusion reached regarding the control arm and alignment, as well as the comments made by our technician. While we strive for clear communication at every step, it appears there may have been some misunderstanding regarding the situation. We would like to provide further context on the points they raised:
1. Reflector and Loose Screw:
  The reflector on the front bumper is indeed designed to be clipped in, and we acknowledge that it was unclipped when inspected by our technician. While the screw mentioned by the customer may have been loose upon delivery, it was not identified during the vehicle’s initial oil change or other inspections. Our assessment determined that the reflector’s dislodging was consistent with the impact that caused the control arm damage on the same side of the vehicle. We addressed this promptly, as reflected in our technician’s notes.
2. Control Arm Damage and Alignment:
  The damage to the control arm was evident and consistent with impact damage, not a manufacturing defect. While we appreciate that the ******* sought a second opinion, we maintain that both our technician and the Honda District Service Manager carefully reviewed the damage. Photos of the control arm and its condition were sent to the District Manager, who confirmed that this issue would not be covered under the warranty, as it was not a factory defect. This determination was based on visible damage and alignment issues caused by the impact, which was outside the scope of Honda’s warranty. We are including photos of the damaged control arm as further evidence of the findings.
3. Alignment Discrepancy:
  Regarding the alignment, we performed a complete alignment following the control arm repair, and the vehicle met perfect alignment specifications when it left our service department, as confirmed by our before-and-after alignment report. We are attaching the report for reference, showing the vehicle’s alignment was restored to factory standards before it left our dealership.
4. Customer Service and Trust:
  We regret that the ******* feel their integrity has been questioned, and we want to emphasize that this was never our intention. Our primary focus is ensuring that the vehicle is safe and that all necessary repairs are completed correctly. We take our customer relationships seriously, and it is unfortunate that there has been a breakdown in trust. We remain committed to delivering the best possible service and regret that we did not meet the customer’s expectations in this case.
While we understand the customer’s frustration, we believe that our technicians acted professionally and with transparency throughout the process. We followed proper protocols, consulted with Honda’s District Service Manager, and repaired the vehicle based on our findings, all of which were communicated to the customer before work began.
After thoroughly reviewing the situation with our technicians and the Honda District Service Manager, we are confident that the repair decisions were appropriate and aligned with Honda’s warranty policy. We consider this matter appropriately addressed and appreciate your understanding.
Sincerely,
Jason C***
Executive Vice President
Cole Automotive Group
Initial Complaint
Date:07/15/2024
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 October 19th 2022 My wife and I purchased a vehicle from cole automotive group (cag 2 llc) We made the purchase mostly by text message. in text i told the finance manager I only wanted GAP insurance, none of the other insurance and warranty coverages he was offering. I wanted to stay under 850.00 per month. I was told by text and in person we had two options for gap coverage and to get us under 850 he recommended the lesser expensive of the two. no explanation of coverage other than one would keep us at 850 and the other a lil more. we signed declining the more expensive gap which i should have made sure we were informed on the one major difference that has us owing the bank 16,900.00 for a vehicle that is a total loss. On May 5th of 2024 My wife and i were hit by a driver that ran a red light the vehicle was totaled. insurance paid 20,500 dollars leaving a balance of 16,900. That evening we got out our paperwork and began to read the coverage of the gap protection we purchased. It says the vehicle must be stolen and totaled in order for the coverage to pay. after further reading over the contract i realized we were sold a product that has a zero percent chance of paying because of the way its written. ***** *** **** ********* theft protection is what we purchased. for 399.00 I went into the dealership to ask about the coverage and was told that this is included at no charge with all cars they sell and is total loss theft protection. however, we did pay for it. its listed right where the cost of gap should be. they told me about all the great benefits. when i started naming them one by one and then showed them how everything they just told me was excluded by different loopholes. I/E he said it covers if you don't have auto insurance but it clearly states it only pays what auto insurance doesn't cover and if no insurance no pay at all, and if vehicle is recovered it doesn't pay. one of the sales people was in the room laying in his chair, clearly didn't care
Business Response
Date: 07/26/2024
I am writing in response to the complaint filed by Mr. ******* ******* regarding his purchase of a 2017 Nissan Armada on October 19, 2022. We take customer concerns very seriously and appreciate the opportunity to address this matter thoroughly.

Mr. ******* and his wife initially visited our dealership on October 8, 2022, to look at the 2017 Nissan Armada. Due to the payment being higher than they were comfortable with, they decided not to make the purchase at that time. Over the next several days, from October 9, 2022, to October 19, 2022, Mr. ******* communicated with our management staff and salesperson regarding the vehicle.

On October 19, 2022, Mr. ******* contacted our dealership again and decided to purchase the Nissan Armada. During their visit that day, Mr. and Mrs. ******* reviewed all the figures and were presented with two payment options: $849 per month without GAP protection and $867 per month with GAP protection. Mr. ******* chose the option without GAP protection and circled it on the documentation.

In the finance office, GAP protection was offered again, and Mr. ******* signed off on declining the protection. He proceeded to sign the remaining paperwork and finalized the purchase of the vehicle without GAP protection. Additionally, Mr. ******* signed a contract for ******** ********** **********, which is a theft protection coverage.

We received the BBB complaint on July 14, 2024. Following this, our General Sales Manager spoke with Mr. ******* on July 19, 2024, to try to resolve the issue and provide clarity. While the interaction was friendly, Mr. ******* remained understandably frustrated. We continued to reach out and on July 23, 2024, offered to assist him in purchasing another vehicle, including the shortfall from the totaled vehicle. Unfortunately, Mr. ******* declined this offer as it did not meet his payment requirements.

We deeply regret the unfortunate circumstances of Mr. *******' total loss and the misunderstanding regarding the ******** ********** **********. However, it is important to note that Mr. ******* was offered GAP protection twice during the purchase process and declined it both times, signing documents to that effect. We strive to provide clear and accurate information to our customers, and we apologize that Mr. ******* feels he was not adequately informed.

We remain committed to assisting Mr. ******* in any way possible and are open to further discussions to reach a satisfactory resolution.

Thank you for your attention to this matter.

Sincerely,

Jason C***

Executive Vice President

Cole Automotive Group
Initial Complaint
Date:07/02/2024
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.
Towards the beginning of June, I traded my van to Cole Kia. A few days after trading, I began getting multiple phone calls from the dealer, asking for a title to the vehicle I had traded. The dealer knew up front that the car I traded had an outstanding balance, and it was my understanding that they were planning to pay off my trade-in. Upon double checking the contract, I noted the paperwork was incorrect and had to make 3 trips to the dealer to correct information. It is now July, and my trade in still has not been paid off. When I call the dealer, I am given the run around or told someone will reach out. I was told when the paperwork was corrected, that this matter would be resolved immediately, yet I am still recieving calls from my credit union stating the car is still unpaid and my credit report will reflect a late payment based on poor business practices.
Business Response
Date: 07/03/2024
I am writing in response to the customer complaint filed with the Better Business Bureau regarding Mr. ****** ********'s experience with our dealership. The complaint, assigned ID ********, concerns selling practices and specifically relates to the payoff of Mr. ********'s trade-in vehicle.

Here is a summary of the events from our perspective:

On June 1, 2024, Mr. ******** visited our dealership and agreed to purchase a new Kia Carnival. Due to inventory availability, a dealer trade was necessary to procure the exact vehicle he desired. On June 3, 2024, Mr. ******** returned to our dealership, completed the paperwork, and finalized the purchase of the Carnival.

On June 19, 2024, Mr. ******** contacted us regarding the payoff of his trade-in vehicle, which we were unaware of due to miscommunication. Upon discovering the outstanding balance on his trade-in, our General Sales Manager, Ryne S****, promptly engaged with Mr. ******** to renegotiate the terms of the deal, incorporating the trade-in payoff into the new agreement. On June 20, 2024, revised paperwork reflecting the agreed-upon terms was signed by Mr. ********.

Due to unforeseen delays in funding the new deal, exacerbated by necessary paperwork revisions and complications with Kia Motor Finance, the processing of the trade-in payoff took longer than expected. We sincerely regret any inconvenience this delay has caused Mr. ********.

To promptly resolve the outstanding issue, on July 2, 2024, we expedited an overnight payment of the trade-in payoff to Mr. ********'s lien holder.

We value our customers' satisfaction and strive to address concerns promptly and transparently. We appreciate the Better Business Bureau's mediation in facilitating fair resolutions for consumers and businesses alike.

Thank you for your attention to this matter. Please do not hesitate to contact us if you require any further information or clarification.

Sincerely,
Jason C***
Executive Vice President
Cole Automotive Group LLC

Customer Answer
Date: 07/04/2024
Better Business Bureau:

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ********
Initial Complaint
Date:05/02/2024
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.
Got a truck in October, put 15,000 down on it, changed the oil the motor started knocking and using a gallon of oil every 2 weeks, called them they said that this trucks use oil. Drove it till February and the motor went out. It’s been down there ever since. Was told they were putting a new motor in it, had to call them to find out it’s a used motor and that it’s still not ready. Said it would be a few more days and it’s still not ready. They have lied so much. We are going on vacation in 14 days and need this vehicle
Business Response
Date: 05/06/2024
I hope this letter finds you well. I am writing to address the complaint received regarding ******** ******** purchase experience with our dealership. Firstly, let me extend our sincerest apologies for any inconvenience or frustration **** ****** may have experienced throughout this process.
**** ****** purchased a 2018 Ford F150 from us on October 26, 2023. Subsequently, she brought the vehicle to our attention on February 19, 2024, due to concerns regarding oil consumption and multiple random misfire codes. Upon verifying her concerns, our team promptly initiated the necessary steps to diagnose and rectify the issue.
However, our ability to swiftly proceed was hindered by the requirement to obtain approval from the warranty company, ******** ********* to proceed with the engine teardown. Due to existing commitments and a backlog, we regrettably could not conduct the engine teardown until March 11, 2024. Following this, an inspector from ******** ******** visited on March 13, and their findings were duly submitted on March 18, reaffirming our diagnosis of an oil pump failure.
Despite initial denial from ******** ********* subsequent discussions led to the approval of the claim on April 16, 2024. However, due to unavailability, we had to resort to a used engine, a fact that may have caused confusion regarding the term "new" engine, for which we sincerely apologize. We understand the importance of clarity and transparency in such matters.
The replacement engine was promptly shipped on April 19, 2024, and arrived on April 24, 2024. The repair process was completed within approximately 24 hours, and **** ******** husband collected the vehicle on May 3, 2024. As a gesture of goodwill and to express our regret for the inconvenience caused, we fully detailed the truck and filled it up with gas.
We deeply value our customers' satisfaction and strive to ensure a positive ownership experience. **** ******** husband expressed his understanding and gratitude upon collecting the vehicle, which we greatly appreciate.
Please rest assured that we remain committed to providing exemplary service to all our customers, and we are continuously reviewing our processes to enhance efficiency and customer satisfaction.
Should you require any further information or clarification, please do not hesitate to contact me directly at 304-327-0511 or email me at *****************************

Thank you for bringing this matter to our attention, and we appreciate your assistance in resolving it.
***** ****
Executive Vice President
Cole Automotive Group

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