Complaints

This profile includes complaints for Byers Auto Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Byers Auto Group

  2435 Billingsley Road Columbus, OH 43235

  
• 

  Byers Auto Group

  401 N Hamilton Rd Columbus, OH 43213-1313

  
• 

  Byers Auto Group

  1101 Columbus Pike Delaware, OH 43015-2794

  
• 

  Byers Auto Group

  2455 Billingsley Rd Columbus, OH 43235-1925

  
• 

  Byers Auto Group

  5342 Columbus Pike Lewis Center, OH 43035-9277

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/21/2024

  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.

  Had repairs completed at the collision center for front and rear damage through. Received vehicle back around January. Some small issues but thought nothing of it. Around March check engine light came on and then various random errors. Took to shop, they plugged it up and said it wasn't anything to do with their repairs. No visual inspection was completed. Vehicle serpentine belt was in shreds on the side they repaired. Could have been detected from visual inspection. Got this replaced and all lights and errors went away. Vehicle is now overheating and I believe it is due their repairs. They advertise a "lifetime guarantee as long as you own the vehicle". I tried to take it to them again and now they are refusing to even look at the vehicle stating that it is not due to their work. Stated I needed to call my insurance. ***************** states that this on the on body shop to inspect their repairs that there is nothing for them to complete on their end.

  

  Business Response

  Date: 08/23/2024

  We repaired front and rear damage from December 2023 to January 2024. She brought the car back to us in May with engine problems.Honoring our lifetime warranty for craftsmanship and parts, we inspected her mechanical concerns and explained later that day for routine maintenance, and our scan report that showed oil pressure fault codes (this is not a common issue in relation to an accident). We advised her to inform the insurance company of the persistent issue and to obtain a written diagnosis from a professional mechanical shop to determine the relation with the accident (insurance needs proof to relate to the claim).  We explained If its determined not related to the accident, she would have out of pocket expenses for diagnosis and or corrective maintenance. If its determined it is related, the insurance company needs to know so they can compensate the facility for diagnosis repairs. We offered her to bring us the car so we could obtain the diagnosis from a mechanical shop and to invoice the collision shop for work performed, but the collision shop would need reimbursed from the responsible party. She had to speak with her daughter because it is her daughters car and get back to us with a decision.

• Initial Complaint

  Date:07/13/2024

  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.

  I purchased a brand new 2024 Porsche Cayenne from Byers Imports on 11/29/23. I am still waiting for a title and valid registration for this vehicle 8 months later. I have asked many times about this issue. In 8 months no one has reached out to me to give me an update. I buy a lot of cars and this is the worst service I have ever experienced. I am paying for a car that I cant legally drive because it is not legally titled or registered.

  

  Business Response

  Date: 07/15/2024

  At the time of purchase, all paperwork indicated the title should be in the name of ************************************** alone and all title documents were singularly signed by ************************************** alone.  The vehicle was successfully titled into customers name within 17 calendar days from time of purchase.  As the vehicle has a lien on it, the memorandum title only was sent to customer.
  
  We attempted to transfer license plates for the customer at the time, but the *** could not transfer them, since they were coming from a registration with two titled owners to a new vehicle with only one titled owner. When the memorandum title was sent to customer, this information was provided, and customer had the necessary documentation to obtain new license plates and registration for a single owner.
  
  It was at this point when the customer reached out to us to let us know that they wanted the title in two names, and not just one, even though the entire deal was signed by Ms. ******* alone.   Signatures were obtained from both customers who desired to be on the title as needed by the Clerk of Courts to change the title.  Additionally, the original paper title that was sent to the lienholder ****************** Services) had to be returned to Byers, along with further documentation needed to show that ***************** approved the addition of another owner onto the title.
  
  While we were awaiting the necessary paperwork from Porsche, the customer reached out several times, speaking to several different dealer representatives, and was made aware that we were in a holding pattern and were waiting on an outside source to provide documents.   
  
  We have since received what we need from ***************** and are actively working with the Clerks of Courts to get the requested second owner added to the title. That will be completed this week. 

   

   

• Initial Complaint

  Date:06/05/2024

  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.

  Extremely dishonest service department. **** ***** the service department manager is unbelievably incompetent. Contradicted himself right and left. We purchased a 2024 Atlas SE from Salesman Sean (who was great). However, there is a loud popping noise coming from the cabin inside the vehicle in which Beyers claims is normal operation. The noise is intolerable. Especially if you have passengers in the back (kids). They have acknowledged the issue and did nothing to fix it and have claimed this is on ALL 2024 Atlas. Do not purchase this vehicle unless you want endless headaches. **** ***** even stated they were trying to fix a problem that wasn’t an abnormality. They are simply dishonest and the vehicle needs a recall if they’re aware this is on all models. Do not waste your money at this dealership. I have added photo of their official statement below. You will get no help from them if you have this issue.
  
  There is a clear design flaw with the vehicle that they are denying as normal operation in order to avoid fixing.

  

  Business Response

  Date: 06/07/2024

  Mr. ********* Atlas was dropped off on 5/29 and was provided a loaner car while we had the car until 6/5. We started by duplicating the customer's concern of a popping noise in the rear interior of the vehicle, which required two technicians because it can only be heard in the 2nd row of the vehicle. The noise was duplicated at freeway speeds. We then began removing rear interior trim panels to find any defects, after doing so no defects were found. The same two technicians then utilized a 2024 Atlas in new car inventory to drive and the noise was also duplicated in this brand-new vehicle. This would deem the noise normal operation. Mr. ******* then arrived at the dealership to test drive another brand new 24 Atlas in our inventory. Service manager, **** ***** drove the vehicle with Mr. ******* in the 2nd row and the noise was also duplicated in this vehicle. With the noise occurring in 3 different vehicles, the noise is not desirable but there is no defect to be repaired at this time. The customer's supplied video was forwarded to VWOA for review. 

  

  Business Response

  Date: 06/14/2024

  We have contacted VW and have advised the manufacture of the noise. The noise has been deemed normal condition at this time. 
  
  The customer sent pictures of their rear bumper protection plate coming unglued which is a warrantable defect and the customer will be returning to have this replaced. 

  Customer Answer

  Date: 06/14/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this is a blatant design flaw with the 2024 redesign.    
  
  
  
  Regards,
  
  
  
  **** *******

• Initial Complaint

  Date:05/31/2024

  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.

  I HAVE A 2018 ********** TIGUAN THAT I PURCHASED FROM ***MAX ON JULY 18, 2023. I TOOK THE *** BACK TO ***MAX WITHIN THE 90 DAY WINDOW FOR THEIR WARRANTY BECAUSE I KEEP GETTING A MESSAGE IN THE **** STATING THAT THE 12V BATTERY ALMOST DRAINED AND ITS SWITCHING INFOTAINMENT SYSTEM OFF. ***MAX COULD NOT FIND ANYTHING WRONG WITH THE BATTERY. ***MAX THEN SENT IT TO BYERS ********** AND BYERS PUT A NEW BATTERY IN. THE MESSAGE CAME UP AGAIN AND I WAS TOLD BY ***MAX FROM THAT POINT ON THAT I HAVE TO TAKE THE VEHICLE BACK TO **********. I TOOK THE *** BACK TO BYERS ********** A SECOND TIME, THEY RESET THE SYSTEM. THE MESSAGE COMES BACK UP AGAIN. I TAKE IT BACK TO ********** A 3RD TIME, ********** STATES THEY SPOKE TO HEADQUARTERS AND THEY INFORMED THEM TO RESET IT AGAIN. I WAS ALSO TOLD BY BYERS THAT IT COULD BE THE ALTERNATOR. ALSO THEY STATE THEY HAVE NEVER SEEN THIS SITUATION HAPPEN BEFORE. THE MESSAGE IS STILL POPPING UP ON MY ****. THE *** IS STILL UNDER WARRANTY. IT IS SO FRUSTRATING TO NOT GET ANY HELP WITH GETTING MY VEHICLE REPAIRED AND HAVING TO KEEP TAKING IT BACK OVER SEVERAL TIMES FOR THE SAME ISSUE. THE MESSAGE IS STILL POPPING UP AND THE START STOP IS NOT WORKING BECAUSE THE BATTERY KEEPS DRAINING. I AM PAYING FOR A VEHICLE THAT IS NOT RUNNING PROPERLY. I AM A FEMALE THAT WORK THE LATE SHIFT AND S***ED THAT MY *** CAN STOP AT ANY TIME WHILE ON THE HIGHWAY OR COMPLETELY STOP AND MAY CAUSE AN ACCIDENT.

  

  Business Response

  Date: 05/31/2024

  We have reached out to the customer and requested for her to bring the vehicle back to diagnose the car and get it taken care of. ****, VW Service Manager

  Customer Answer

  Date: 05/31/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21783380
  
  I am rejecting this response because: the vehicle hasnt been repaired. Waiting on response from Byers Volkswagen
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 06/14/2024

  The customer brought the vehicle back on 6/10/2024, shop ******* has re-programmed battery parameters, replaced battery and battery cable per ********** of American technical instruction. VW quality technical manager was on site 6/13 and confirmed repairs. We have test driven the car about 30 miles and no warning lights or fault codes have returned. Customer has been notified that the vehicle is ready for pick up. All repairs have been completed under **********'s new vehicle limited warranty with no charge to the customer. 

• Initial Complaint

  Date:04/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February of 2024 I bought a certified pre-owned vehicle that was an Audi A4 2020 from Audi of Columbus at 341 north hamilton rd whitehall oh. The vehicle went into limp mode and I took it back to Audi of Columbus. After Audi of Columbus gave me the run around I called audi Dublin to look into the vehicle's history because that's where the previous owner had work done. Dublin Audi advise me that the previous owner had an aftermarket remote starter installed by a non-certified Audi mechanic at a non-certified Audi shop. That shop called tons of electrical issues in the vehicle that is stated and the repair notes at Dublin of Audi. Dublin of Audi said the repairs and the electrical issues definitely voided the factory warranty. Columbus of Audi then sold me the car with a factory warranty and a certified used car warranty. Both are which the vehicle should not have.

  

  Business Response

  Date: 04/24/2024

  I am writing today in a response to complaint # 21599124.

  Mr. ******** purchased a 2020 Audi A4 from Audi Columbus *** * ******** ** ********* **** ***** on February 27,2024

  When the vehicle was being certified for the Audi Pre-Owned certification, it was noticed that the vehicle had a remote start installed by the previous owner.

  In order to certify a Vehicle under Audi of America's policy, there can be NO aftermarket accessories. 

  During our certification process the remote start was removed in order to extend the warranty on the vehicle and meet Audi of America's eligibility requirement 

  On Tuesday April 9,2024 the customer brought the vehicle in for service with a warning light and limp mode concern 

  We were unable to verify the concern at that time. 

  On Thursday April 11, 2024, Mr. ******** returned with the vehicle after having it scanned at another shop. 

  We then escalated the concern to our Shop Foreman and Audi Certified Master Technician for a detailed diagnosis. 

  Our scanner had previously not picked up any fault codes, but for some reason the non-proprietary scanner did. 

  Our Master Audi Tech in his review noticed that there was some part of the wiring from the previously removed remote start that had not been completely removed.

  Repair of this item was completed resulting in successful communication through both the Audi scan tool as well as the non-proprietary scanner.  

  The vehicle was then extensively driven for a total of 234 miles with no faults occurring in either of these scan tools.

  All repairs , diagnostics , and loaner car transportation were furnished at NO cost to Mr. ******** 

  We are confident that the issue has been remedied, and the balance of the Audi Certified Vehicle warranty is intact

   

    

   

   

   

   

   

   

   

   

  Customer Answer

  Date: 04/27/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21599124
  
  
  
  I am rejecting this response because: 
  
  
  
  Regards,
  
  
  
  ***** ********

• Initial Complaint

  Date:03/05/2024

  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.

  Contacted ***** ******** at ***** **** about a used vehicle for sale on 2/27/2024. Settled on a price and I agreed to make the 3 hour drive to pick up the vehicle and purchase it for the agreed upon price. Vehicle was stock # ********, a **** ***** *****. ***** confirmed with me the interest rate on the loan would be "high, somewhere between 7-8% right now, even with your excellent credit, but no money down is fine." An hour into my drive there, I was contacted by ***** saying banks were insisting on money down and I had to come up with $11,000. I confirmed the interest rate was still in the same ballpark. He confirmed, "yes, somewhere around 8%). Upon arriving at the dealership, I met with the finance person - ***** ******* - who had me sign all my paperwork and who confirmed with me my interest rate. When I got home and reviewed the paperwork, it showed a 15% interest rate. I have a 801 credit score. I understand interest rates might be high, but this dealer lied to me to get me to make a 3 hour drive. Verbally confirmed a DIFFERENT interest rate, and then knowingly had me sign documents that I was under the impression contained the agreed upon interest rate, at 8% or below.

  

  Business Response

  Date: 03/05/2024

  Dear *** ******,

  
  I had a chance to review your complaint, and I'd like to apologize for any confusion that transpired during our recent transaction. Thank you for taking the time to share with our company so I can make corrections on similar deals in the future. Full transparency is what our team strives for at ***** **** and we apparently fell short of that on your recent transaction. Based on what you've shared with me, there was some confusion between you and our salesperson in regard to interest rates before you arrived at our dealership. After reviewing all of the documents of your transaction as well as listening to multiple conversations between you and our salesperson on a recorded line I was unable to find any evidence of a definitive interest rate having been discussed at any time. In reference to you being required to put money down, that was not a reflection of your credit, but loan to value and the age of the car. The only approval we were able to obtain was through ********** at the rate you signed for. To help meet the condition presented by the lender we participated by discounting the vehicle lower than the original agreed price. As for the interest rate we are at the mercy of the lender, which in this case was not a reflection of your credit, but the age of the vehicle. I hope this helps clear up any questions and if you have any further questions feel free to contact me. 

   

  Best Regards

  *** *****

  Used Car Director

  ***** Ford 

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

• Initial Complaint

  Date:11/25/2023

  Type:Billing 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 took my 2016 subaru wrx here because I had an engine problem and I was told I needed a new engine. I have had all my service work done at this location since owning my car.
  I have a insurance/warranty when I purchased the vehicle and added the cost to my loan from another dealership. When trying to have NAC help pay for the cost the manager of dealership would not compromise with them regarding labor hours, parts, etc so I would not have to pay out of pocket. The manager of the service department was very rude in communicating with me and trying to get the cost down. The total cost was over $16,000 and warranty would only pay $8200 towards a new built engine since service department said they would not put in a rebuilt engine, therefore a new engine was our only option and I had to pay the difference. I think that there should have been some kind of negotiation with the cost.

  

  Business Response

  Date: 12/06/2023

  the engine in the vehicle spun a bearing, therefore the engine had to be replaced. There is not a complete engine available for this 2016 WRX and therefore the original engine had to be rebuilt. This is a costly and very time consuming repair and this is why it was a costly repair. We did reach out to the manufacturer and because of year and mileage of over 100,000 miles, there was no assistance possible.

  Customer Answer

  Date: 12/06/2023

  
  
  
  
  Complaint: 20908233
  
  
  
  I am rejecting this response because: I am not disputing what needed to be done.  I think Byers and the service manager could have at least helped reduce the cost of what we had to pay out of pocket since the warranty company was willing to pay for the majority of the cost and tried to negotiate the total cost, mostly labor cost!  There is a guideline that is nationwide on how many  labor hours it would take to do what was done which is around 20 hours versus 30 plus hours I was charged.  With the business I have given Byers in the past AND the money that was given, I would expect some leeway with labor cost let alone respect from manager when speaking with him.
  
  
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Byers Chevrolet **** N. ******* Dr, ***** ****, Ohio ***** Will not work with me on repairs to my 2021 Chevy Traverse. Camera stop working properly after 2 years. Purchased the delaxe package for safety measures.

  

  Business Response

  Date: 11/01/2023

  Byer's Chevrolet has opened an engineering case for a potential software issue and has been determined that there is nothing wrong at this time. We are moving forward with escalating this to the Field Service Engineering team as this is a safety system warrantable concern that the dealer cannot make changes or repairs to without General Motors approval. There are no stored malfunction indicator codes. We have met with the customer in person post this complaint, collecting data and taking photos to assist the engineering team to determine if a problem exists. We empathize with the customers concerns and will do everything we can to assist them. However, we can only perform repairs if General Motors determines that there is an issue with the vehicle as the engineering team currently states there is no problem to fix at this time. We will exhaust all resources to help the customer resolve the concerns he has with his vehicle and get them escalated to the Field Service team. Once the FSE investigates, we will have the customer return to the dealer where a FSE will physically run tests on the vehicle to report to GM.

  Customer Answer

  Date: 11/09/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20797120
  
  
  
  I am rejecting this response because: 
  
  
  
  Regards,
  
  
  
  ****
  
  *** ******

  Byers is working on vehicle now , we do not know the out come yet, I will inform BBB as soon as we get Byers answer 

   

• Initial Complaint

  Date:07/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the car about 12 months ago and within the first two months the engine began knocking this dealership replaced engine with warranty coverage and then the transmission started going bad within two months of receiving it from the engine replacement it went back again for the transmission and engine issues now it’s the 4th time and I received information stating the car was sold to me but was in a total loss accident air bags were deployed I found that out through mark Wahlberg Chevrolet trying to trade it in due to all the issues I haven’t been able to drive it hardly 5 months due to them selling me a lemon vehicle

  

  Business Response

  Date: 07/24/2023

  Byers Chevrolet sold the vehicle to Mr. ******** disclosing the facts that the vehicle was involved in an accident according to Carfax where according to Carfax the vehicle had moderate damage, towed from scene and airbags deployed. Mr. ******** initialed besides this discloser on the bottom of page 3 and top of page 4.  We also sold the vehicle for $3315 below retail value due to the prior accident. ****** ******* will reach out to Mr. ******** to offer to trade the customer out of the vehicle. The factory warranty has covered the cost of the repairs for both the engine and transmission work at this point. Talking to Mr. ******** on the phone he says he was aware of the accident and the damages to the vehicle. We will attempt to obtain financing for Mr. ******** into a vehicle of his choosing.

  Customer Answer

  Date: 07/24/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20359043
  
  
  
  I am rejecting this response because: now they are telling me to give them 10 grand to get me out this car ! Every time I’ve complained about this car it’s always give you guys more money this and that ! I don’t get why it can’t be an even trade or somehow we put me in a car for the same price of the Camaro and keep my loan going just on another car. 
  
  
  
  Regards,
  
  
  
  ******* ********

• Initial Complaint

  Date:04/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/13/23 my vehicle was serviced at Byer’s Volvo on Hamilton Rd. Col., Oh. At this time they worked on the engine as a sound (howling) came from the engine and revved up at stops. As they serviced my car they replaced the oil trap, brake cleaner and gasket. They found oil trap plugged up, they replaced oil trap and oil cap. Later after this repair which was $426.61 my car engine lite came on suggesting to pull off the road and don’t drive. I had my car towed to Byer’s and they checked it out. My wife got a call from them and they informed her that we needed a new engine. The estimated cost would be rounded out at $9,000. I shared that this is crazy my car is a 2016 just 0ver 93,000 miles and all our maintenance had been kept impeccable through their service department. They shared that the $9,000 engine replacement would be a used engine refurbished with 80,000 miles on it. This was unacceptable. I researched by way of Volvo manufacture and was told they were aware of a problem with the engine S60 T5. It was shared with me that this engine would likely need to be replaced at 100,000 miles, but do to not enough complaints they didn’t do a recall. I’m looking for complete resolve by getting a new engine in my vehicle. On Friday 3/31/23 Byer’s contacted me and offered me a resolution of $16,000 and they asked me to contribute $4000 as a good jester to Volvo. I shared that we did nothing wrong and we should not have to pay anything. Everyone at the dealer is aware of this possibility that this engine is likely to have issues by 100,000 miles. They chose to offer me a used engine with 80,000 miles on it or consider a new car. This sadden my heart that someone would try offering me such. I purchased this car from Byer’s after leasing it for 3 years. I knew the car and decided to buy it out. In less than a year it would be paid off. They are aware of the problem and I the consumer have to go through this to get my car taken care of. I deserve a new engine for my car at NO out of pocket cost. The maintenance department knows the situation.

  

  Business Response

  Date: 04/11/2023

  I apologize for the delay in responding, I was out of the
  office.
  
  We appreciate Mr. and Mrs. ****** business and loyalty over
  the years, but this issue was caused by the engine getting overheated and we
  feel we have done everything we can to offer financial support and goodwill
  gesture.
  The vehicle is over seven years old and is three years past
  the warranty coverage. The car has over 93,000 miles on it and does not qualify
  for a warranty repair. The new engine will cost $16,000 and as a goodwill
  gesture, Byers Volvo and Volvo Cars North America is willing to cover $14,000
  of that. Customer portion of the $16,000 engine is only $4,000. That is a very
  fair and generous offer.
  Please let me know if you have anymore questions or need
  anything else. Please close this case.
  
  Thank you.
  
  *****
  
  ***** K. *******
  
  General Manager
  Geo Byers. Sons
  ###-###-####
  d*******@byersauto.com

  Customer Answer

  Date: 04/12/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19893583
  
  
  
  I am rejecting this response because: 

  The resolution to this matter would be for us to receive the original offer of $16,000 from Volvo that Tim out of your maintenance department shared and no money out of my pocket. We have been loyal customers having first leased and then purchasing the vehicle from you and keeping all appointments for maintenance with your dealer. 

  Volvo is aware of the possible problem with this vehicle upon 100,000 miles or 8 years which my vehicle has not reached either of these. This engine could have been a recall provided Volvo had received enough complaints. Their generous offer of $16,000 we would accept to apply toward a new vehicle from your 2023 selections, as we have been loyal with your maintenance department. This would be the gesture to make us the customer-whole.
  
  
  
  Regards,
  
  
  
  ******* ******

  

  Business Response

  Date: 04/24/2023

  Volvo offered $12,000 goodwill towards the cost of a new engine that would be a total cost of $16,000. They will not offer that amount towards the purchase of a new vehicle. The $12,000 can only be applied towards the cost of the engine replacement. 

   

  That is the only offer that is on the table. 

  Customer Answer

  Date: 05/12/2023

  ******* ****** <******mr******@att.net>
  Wed, May 10, 1:12 PM (2 days ago)
  to disputeresolution
  
  I would consider this complaint closed.
  Per a conversation with Tom Beard of Byers Volvo on Hamilton Rd. Columbus , Ohio on Thursday 5/4/2023. We were able to come to a resolution.  He shared that I would receive a long block engine which is new from the standpoint that moving parts will be new and any casing if necessary. The warranty will be a two year with parts and labor included. Volvo manufacture is contributing $12,000 to my $4,000 which will cover all expenses for the replacement. The engine will have 0 zero miles on it. This would be the good gesture to make us the customer whole.
  
  ******* ******
  
  Sent from my iPad