ComplaintsforCole Automotive Group LLC

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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
  

  
  

• Initial Complaint

  04/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am a 66 disabled senior citizen in a wheelchair on SSC. My wife is also disabled and receiving SSI. From the time we pulled up on the lot they were out to get her truck it was paid for. Trucks was up at the time. As professional people they knew that we could not afford the payments they had stuck us with. They kept pressing to lock it down the first day, And then they had us to sign a lot of papers. They put us in $43,000.00 with ******* *** ****, on a 12 year old vehicle even after we had told them we were on SS and what we got paid each month. 548.00 for 72 months Three of them one after the other were relentlessly over us to lock down the vehicle I'm in poor health they helped put me in my wheelchair and they pushed me into their office and pressure me knowing I couldn't sit there for a long time. We both have a lot of doctor appointments. They knew if anything happened to either one of us the other one could not keep the vehicle. They sat up plan to use that vehicle to steal the truck from us.. I believed that they have done this before because when they had almost sign for a Nissan that had four previous owners. Because it the only paper they spoke about us signing.

  Business response

  04/05/2024

  Please see attached response letter.  Let me know if you need anything else.

  Thanks,

  ***** ****

• Initial Complaint

  03/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a 2015 Chevrolet volt I paid down 2000 I didn’t know it was a hybrid/ gas car they didn’t even ask me if that was what I wanted I’ve had the car 6 months now there is lights coming on showing engine light so I took it to them they said nobody is allowed to touch these electrical cars or work on them I’ve even been to several Chevrolet dealers they say the same thing what my car needs is to be put on a computer and the codes reset but nobody will touch it and they said I won’t be able to plug it in and charge it so how can they sell me a car they can’t fix I spent all day running around trying to get somebody to help me with this car I’m paying 370 a month on it and can’t be fixed I want another car with gas not a hybrid that nobody can’t fix can you help me

  Business response

  04/16/2024

  I am writing in response to the complaint filed by **** ***** regarding her purchase of a 201 5 Chevrolet Volt from Cole Automotive Group. We take customer satisfaction very seriously and appreciate the opportunity to address her concerns.
  

  **** ***** purchased a Chevrolet Volt from our dealership on August 21, 2023. On March 15, 2024, she contacted our Kia service department regarding a Battery Management System Light appearing on her dashboard. Our service representative, **** ******** advised her that our facilities lacked the necessary tools to diagnose the issue and recommended she visit a Chevrolet dealership for proper diagnosis.
  

  Upon learning of **** *****'s dissatisfaction, I personally contacted her on April I , 2024, to discuss her concerns. She expressed frustration due to the inability of both our dealership and local Chevrolet dealerships to address her vehicle's issue. To rectify the situation, we located ****** ********* ** *************** **, which was authorized to work on electric vehicles, and arranged an appointment for April 3, 2024.
  

  After diagnostics at ****** *********, it was determined that the Volt required a battery sensor replacement, totaling $632.19. Despite the vehicle being out of warranty, we made the decision to cover the cost of the repair as a gesture of goodwill towards **** ***** for her loyalty to our dealership.
  

  The repair was successfully completed by ****** ********* on April 8, 2024, and **** ***** picked up her vehicle on April 10, 2024. We are pleased to report that the issue has been resolved to her satisfaction, and she expressed her gratitude for our handling of the matter.

  At Cole Automotive Group, we are committed to providing excellent customer service and ensuring that any issues are addressed promptly and satisfactorily. We appreciate **** *****'s business and value her as a customer.
  Please consider this matter resolved from our end. If you require any further information or assistance, please do not hesitate to contact us.
  Thank you for your attention to this matter.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On October the 12th my wife and I stopped to look at a 2022 ****** ****** pickup. It had roughly 9760 miles on it. We talked to the salesman for a few minutes and discussed the sale price of $ 43,896. We were upfront about the price and clearly asked what was the bottom dollar? The salesman had to talk to the manager. I clearly asked was going to pull my credit report. He said well if you want to buy we will. I said only if the number is right. We could not agree on a number. So we left. When I got home I checked my credit report and they had pulled my credit a total of 12 times. When I asked them why? The salesman said we were just trying to get you a good deal. Pulling one's credit report that many times only does damage. We had no idea what they were doing. This completely blindsided us. We had even agreed on a price yet. Then we received a letter in the mail from one of the creditors and it said that they submitted a loan amount of 47,000 plus. this was more than the asking price. Wrong all the way around. I want my credit fixed. I will not be doing any business with the dealership in the future. Absolutely no communication.

  Business response

  10/30/2023

  ****** ***** and his wife came in on 10/12/2023 to look at a 2022 ****** ******. They were greeted by our sales rep who went over the truck and took them on a test drive.  Once the ****** got back from the test drive, they were introduced to our sales manager.  Mr. ***** said that they liked the vehicle, and they were ready to buy it if the numbers were agreeable. After talking with the manager about the truck they went with the sales rep to get all their information entered into the system. Once inputted, the sales rep printed a credit application and had Mr. ***** look it over to make sure everything was correct and had him sign it. The sales rep then took that information to the manager to have the manager work on getting an approval for the vehicle and the ****** waited patiently while we worked on getting the banks to respond. We sent the application to several lending institutions to get the ****** the best interest rate possible.  Once we had the best approval, we went over figures but were unable to come to an agreement on price.  Unfortunately, there was miscommunication with the sales rep and manager about not submitting Mr. ******* information until the figures were agreed upon.  Once we received Mr. ******* complaint, we reached out to try and resolve the issue.  On 10/20/23 Mr. ***** came back in, and we were able to work out an agreeable price and he ended up purchasing the same day.  Mr. ***** is now satisfied, and the issue is resolved.  If you need anything else from me, please don’t hesitate to reach out. 

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 1, 2023, we purchased a 2019 Chevrolet Traverse from Bill Cole auto mall in Ashland, KY. We purchased this car for $34000. Since we have had it, it has been in service six times. Within two weeks of having it, we had to have a shifting issue fixed. They were not totally honest with us when they sold it. The guy who sold it will not have anything to do with me if I call or go to see him. They just keep saying the warranty will cover it.

  Business response

  07/31/2023

  To whom it may concern,
  
  Leigh ******** purchased a 2019 Chevrolet Traverse from us on 05/01/2023.  The following day she brought the vehicle back in due to a check engine light and a start stop issue.  Our service department was unable to duplicate the issue and our diagnosis equipment read there were no issues.  The following week she brought the Traverse back in for the same start stop issues.  At this point we took the vehicle to a Chevrolet dealership to use their Chevrolet specific diagnostic equipment.  Mrs. ******** was headed on vacation that week, so we loaned her a Nissan Armada for her trip at no cost.  While on vacation the Chevy dealership replaced a module that should’ve fixed the start stop issue.  Mrs. ******** returned from vacation the following week and picked up her Traverse.  She drove it for a few days without issue but then the start stop issue returned.  Unbeknownst to us, over the next five or so weeks, Mrs. ******** took her vehicle back to the Chevrolet dealership for the same start stop concerns, but they were never able to fix it.  Ultimately, they concluded that the battery was leaking acid and had ruined the fuse box.  The fuse box was replaced under warranty, and we covered the cost of a new battery.  On July 24th Mrs. ******** brought her vehicle back in with another check engine light on.  At this point we felt it best to try to replace the vehicle with something more reliable.  After a few days of exploring options, we were able to upgrade Mrs. ********** vehicle to a 2020 Ford Explorer, lower her interest rate, and keep her payments within five dollars of where she was previously.  Mrs. ******** was very pleased with the new Explorer and now all issues are resolved.
  
  If you have any questions or need additional information, please do not hesitate to contact me directly at (304)327-0511 or email me at *****************************.
  Best Regards,
  Jason Cole
  Executive Vice President
  Cole Automotive Group

• Initial Complaint

  10/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am filing a BBB complaint against Cole Automotive Group for their unethical business practices in regards to the handling of my vehicle’s warranty. I have been lied to and mislead by numerous employees from multiple departments within Cole Automotive Group and I have had to resolve the issue myself. My vehicle has been in their shop since June of 2022 awaiting a new engine covered under ******* Warranty offered through the “Bill Cole Advantage.” I was told my vehicle was not covered due to lack of service records (which I disproved by showing them all of my records). Then, I was lied to again by Cole stating my mileage was too high (which is also false because it is a lifetime warranty). I am expecting Cole Automative Group to do the right thing and actually giving some kind of effort to help me.

  Business response

  10/20/2022

  On June 15th, 2022 Mr. ******* brought his 2016 Kia Optima with 178,000 miles in needing an engine.  When Mr. ****** purchased the Optima from us in 2016 we included lifetime powertrain coverage at no cost to Mr. *******.  All warranty coverages require that you maintain your vehicle, and since Mr. ******* didn't service his vehicle with us, he had to provide proof of maintenance.  The proof he provided had a maintenance gap from 50,000 to 113,000 miles, so the warranty company wouldn't approve coverage without showing maintenance during that time period, which we informed Mr. *******.  On August 7th, 2022 Mr. ******* emailed the missing proof of maintenance needed and we sent it in to the warranty provider.  The warranty provider was slow to respond so Mr. ******* reached out to them and they approved his claim.  On September 8th 2022 the engine was ordered but it was on backorder.  On October 19th 2022 we were able to lock down an engine with only 16,000 miles and it should be here next week.  As soon as the engine is here we will move Mr. ******* to the front of the line to get the repair complete.  Our general manager Lee Cole has been in contact with Mr. ******* and he will personally stay on top of Mr. ******* repair until complete.  

  If there's anything else I can do please do not hesitate to call me at ************ or email me at *****************************

   

  Best Regards,

   

  Jason Cole
  Executive Vice President
  Cole Automotive Group 

  Business response

  11/08/2022

  We received the engine we were waiting on on for Mr. ******* on October 26th.  We got Mr. ******* vehicle in the shop as soon as the engine was here, repaired the vehicle, and then detailed it as well.  Mr. ******* picked his vehicle up on October 29th.  I do not know what Mr. ******* is referring to on letting the vehicle go back to the bank.  I know Lee Cole went over different options he had throughout this process.  I just spoke with our service manager and he said Mr. ******* was happy with his vehicle and everything is good to go.  If you need anything else from my please don't hesitate to reach out.  

  Customer response

  11/08/2022

  [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 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

  08/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My daughter **** ****** purchased a 2015 ***** ***** from Bill Cole Auto Mall on Sunday, August 20, 2022. She told them on more than one occasion that she did not want to purchase an additional warranty but was charged $1650.00 for one. She was told that the car came with ******** but was not informed of a charge of $399. The finance manager pointed the PIN number out from across her desk but never advised there was a charge for it. We tried to return the car the next morning but they would not let us.

  Business response

  08/29/2022

  **** ****** came to the dealership with her mother on the afternoon of August 21, 2022, requesting to look at a 2017 ***** ***** we had for sale.  She test drove the vehicle and liked it, so we proceeded to go over figures.  Unfortunately, the payment was too high for her on the 2017 ***** so we showed her a 2015 ***** ***** that would be closer to the payment range she was looking for.  She test drove the 2015 ***** and we worked figures on it when she returned.  The payment on the 2015 ***** was still roughly 50 dollars a month too high for her.  At that time Ms. ****** committed to buy the 2015 ***** if we could cut the payment 50 or so dollars a month.  We then cut the deal, discounted the price on the extended service contract, and were able to not only get to her desired payment, but also keep the extended service contract coverage as well.  Ms. ****** knew that she was purchasing the extended service contract and left a happy customer.  She also had to return the next day to drop off additional required documentation and had no concerns at that time.  Then a few hours after dropping her documentation off Ms. ******'s father called in and spoke with our sales manager and said she wanted to return the vehicle because she didn't want to purchase the extended service contract.  The sales manager told him we could cancel the service contract and she'd get 100% of it back.  A few days later our general sales manager, Caleb ******, reached out to Ms. ****** about this complaint.  She didn't answer his call and her father called immediately back.  At that time Mr. ****** was very upset, wouldn't give Caleb time to talk or discuss the matter, and insisted Caleb completely cancel the deal.  Once he started using vulgar language Caleb told him we could cancel the service contract, give her a 100% refund on it, and also refund her the fee for the theft deterrent but still leave the coverage in place.  Unfortunately, Mr. ****** was not satisfied with what we could do to help. 
  If you have any questions or need additional information, please do not hesitate to contact me directly at ***** ******** or email me at *****************************. Thanks for your help in this matter. 
  
  Best Regards, 
  
  ***** **** ********* **** ********* **** ********** *****

  
  

• Initial Complaint

  08/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Went to Bill Cole Automall Nissan and had a bad experience, where it seemed like a good deal, but was ripped off by 10 thousand dollars. I tried to ask about a 30 day return the day after I bought it but they basically said no and hung up. This place is very corrupt and known to rip customers off in the area.

  Business response

  08/25/2022

  On August 22nd my general sales manager, **** ****** reached out to *** ****** to discuss his concerns.  *** ****** told Ryne he was unhappy with the structure of the figures on his paperwork.  Ryne explained to *** ****** that the we over allowed on his trade-in to show trade equity with the bank to attempt to get *** ****** the best interest rate possible.  Ryne also set an appointment for *** ****** to come in to try to trade him out of his resent purchase and lower his payment.  *** ****** came in but unfortunately we weren't able to find suitable financing due to him trading so quickly.  We did however give *** ****** a bill of sale to take to a local bank we've had success with in the past. 
  

  If you have any questions or need additional information, please do not hesitate to contact me directly at (304) 327-0511 or email me at *****************************.

  Thanks for your help in this matter.
  

  Best Regards,

  ***** **** 
  Executive Vice President 

  Customer response

  08/26/2022

  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******** ******

• Initial Complaint

  03/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A person named Nelson pulled my credit report and my mother in laws report without our permission. We were not even in the dealership! My husband went in to check out a car, he filled out a credit app in HIS name only. They pulled my score and my mother in laws as well because it was assumed it would be a cosigned loan, it was not. Our info was in their computers from a past deal.. Not only did Nelson pull my scores without permission, he proceeded to tell me my mother in laws score as well as my husband's. Privacy violation! He was rude, insulted my intelligence, it was known I was hearing impaired. There was no legal reason to pull my credit score or my mother in laws. We did not give any written or verbal consent. Plus their sale is false advertising, they refused to give Kelly's blue book value on car being traded, this after texting a value they would give for our car.

  Business response

  04/01/2022

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

  To whom it may concern,

  Andrea ********** husband came to our dealership on March 26th and was looking into buying a vehicle.  He was also considering trading his wife's vehicle in that was in his wife's and mother in law's name.  Our manager looked up the previous purchase and assumed they were going to try financing the new purchase the same way, in his wife and mother in law's name.  He ended up pulling Mrs. ********** and Mrs. ********** mother's credit without permission.  I called Mrs. ******** to apologize for the mistake, her experience, and I let her know that it is not how we do business.  I also walked her through the instructions of what she and her mom needs to do for us to remove the inquiry from her credit.  Once she follows those steps we will remove the inquiries.  

  If you have any questions or need additional information, please do not hesitate to contact me directly at ************* or email me at ****************************** 

  Best Regards,

   

  ***** ****
  Executive Vice President
  Cole Automotive Group

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new 2021 Nissan Rogue from the business in January. I discovered a slit in the passenger side leather seat. I had no way of making this tear as I have only had one person in the seat--my husband, who does not even carry a wallet in his back pocket. The business suggested that I did something to cause the tear, and, as I stated, there is no way that is possible. The business said they would only take action if the tear was on the seam of the seat. It is not, so I have heard no other responses from them.

  Business response

  04/01/2022

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

  To whom it may concern,

  Mrs. ***** purchased a vehicle from us on January 21st, 2022.  A couple months later or so Mrs. ***** brought her vehicle back to us because there was a minor tear in her front passenger seat.  Her salesperson took her vehicle to service to see if it was covered under warranty and found it was not covered due to it not being a manufacturer defect.  At that point Mrs. ***** left and was upset that we didn't fix it.  My general sales manager was unaware of this issue until we received the BBB complaint on March 18th, 2022.  Once he found out about her concern  he reached out to her to see how we could help.  Due to her living so far away we decided we would go pick her vehicle up, bring it back to Ashland, repair the tear in her seat, and then return the vehicle to her at no charge.  We are scheduled to pick up Mrs. *****'s vehicle on April 10th, 2022 to get it fixed and then will return it to her once complete.  Mrs. ***** was very happy we reached out and agreed to not only fix it but also pick up and redeliver it.  

  If you have any questions or need additional information, please don't hesitate to contact me directly at (304)327-0511 or email me at [email protected] 

  Best Regards,

   

  ***** **** 

*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. ↩