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:03/29/2023

  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.

  I have paid 672.54 for parts and diagnostics. Received repair cost and gave them my car to repair. They kept adding repairs cost and charging unneeded further repairs. They claimed that the part that was bought from them wasn't new and I need another one. I decided that they didn't respect their initial written estimates and that I need my car back since it's not fixed. They wouldn't give it to me stating that I will need to pay almost additional $3000 and having my car the same way it got in (NOT working). My car is still at their shop and I am filing a complaint here and I don't know if I will need to get a lawyer(which is costly), or this will be enough as a complaint.

  

  Business Response

  Date: 04/03/2023

  Customer has a 2011 Jeep Grand Cherokee with air ride
  suspension.
  
  Before bringing vehicle to us, the customer had their Jeep
  at another shop (aftermarket shop not dealer) for the same type of repair. The
  original shop claims to have replaced the air suspension pump which did not fix
  the problem so the car was sent to us.
  
  When the jeep got here (on 12/21/22 at 77,596 miles) we
  tried to charge the air suspension with nitrogen but it all leaked out. We
  found broken line at the air suspension pump . We gave the customer an estimate
  to replace that line.
  
  The Jeep came back on 3/20/23 with 78,788 miles on it with
  the customer requesting us to replace the line that we quoted during the last
  visit. Once we replaced the line and tried to charge the suspension system
  again but found the valve block was physically broken so we had to quote the
  customer for this repair and the customer approved. We installed the new valve
  block tried to charge system again and found that the pump was making a
  hammering noise found the pump was just laying inside the front bumper cover
  not in the brackets and appeared to be a used pump. At this time we quoted the
  customer for a new pump and air ride module. The air ride module was found to
  be a USED part with markings on the casing indicated it was used. We also found
  bare wires hanging from the pump that should not be.
  
  The customer came into the dealership with is “technician”
   on 3/29/23. Jace and myself walked the customer and tech back to the Jeep
  and explained to them what we found.
  
  
  Long story short, the pump is not new. The customer is upset
  because we started with a line issue which turned into a bigger problem that we
  could not see until we fixed the line issue. The customer’s technician is
  calling us liars about the pump and that he wanted us to warranty the pump,
  which we can not.

  Please close this case.

   

  Thank you.

  *****

  Customer Answer

  Date: 04/03/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19869906
  
  
  
  I am rejecting this response because: 

  The pump was bought with them and they even mentioned that in their receipt. They could have said the pump is not new when they received the car as it is not hidden. I am also filing in court and a lawyer agrees with me after looking at their receipts and  explanations. They charge unnecessary fix and add-ons. Do not drop this and I will prove it in court as well. 
  
  
  
  Regards,
  
  
  
  ******** *****

  Customer Answer

  Date: 04/25/2023

  Hello, 
  
  I haven't received another response before this one. Since, they are willing to pay for the pump then I will be going there Monday to discuss with them. 
  
  Thank you!
  
  ******** 

  

  Business Response

  Date: 04/25/2023

  We will see you Monday. The additional parts have been ordered.

   

   

• Initial Complaint

  Date:03/27/2023

  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.

  On 12/30/22, I took my vehicle in for an oil change. I was serviced by **** **** who wanted to do a 30,000 mile service. My vehicle had 28341 miles so I declined. After leaving the shop, I noticed the vehicle pulling to the right way more that when I took it in. I also discussed why Byers would not balance my tires when I asked--I would ask every time I took my vehicle in to balance and rotate my tires and trusted they did--**** said they never balanced the tires. He also said something about me taking my vehicle somewhere else. The only place I took my vehicle was to Walmart, which is closer than Byers because the battery kept going out and I would have to get a jump several times.
  Approximately, the middle of February, several warnings lights started coming on when I start the vehicle i.e. time for oil and filter change and several other warnings. I called Subaru of Am****a, Inc. Customer Advocacy Department on February 27 and spoke to Wes. He opened a case and said I should call for an appointment at one Subaru dealer for a diagnosis. After researching, I chose the Subaru in Dublin who could only service my car Monday to Friday. After figuring out my schedule, I called Dublin Subaru again only to be told I would have to $100 for a diagnosis. I called customer advocacy department again and left a message for Wes but got no return message or phone call. I do not drive my vehicle a lot and I work during the day. Having to take my vehicle during the week is a great inconvenience and I have to drive at least 15 miles, one way, to Dublin Subaru.

  

  Business Response

  Date: 03/28/2023

  I am confused who this complaint is against.  **** **** works at Byers Imports (near the airport) and the customer also references Byers Dublin Subaru.  I want to make sure this complaint gets the attention it deserves but I do not know which store to send it to. 

  Customer Answer

  Date: 04/03/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19860700
  
  
  
  I am rejecting this response because: There must be some miscommunication. As stated, I have been taking my vehicle to Buyers at the airport since I purchased it from Wagner. Since there seems to be a problem, I would like to take my car to Dublin Subaru hoping for better service.
  
  
  
  Regards,
  
  
  
  ******** ******

  

  Business Response

  Date: 04/13/2023

  We are not sure how changing the oil on the car would effect the car to pull right but we would be happy to perform a free 4 wheel alignment at either location you choose.

  Looking at the service history from 12/30/22 there are not any notes about rotating or balancing the wheels and there were no charges for doing so, we would be happy to take care of that as well.

  Please schedule at either location and contacted **** ****** for payment of the bill. ###-###-####

  Sorry for any misunderstandings and thanks for your business. 

  Customer Answer

  Date: 04/17/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19860700
  
  
  
  I am rejecting this response because: 
  
  
  
  Regards,
  
  
  
  ******** ******

• Initial Complaint

  Date:01/19/2023

  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 Jan 12 2023 I went to said business to get my third brakes light fix.They said it need to replace third brake light assy which cost me $104.40. When I went home the same day to check to see that it work,It did not work.What in the world did they do??? I set up another appointment Jan 18 2023 to fix what they did not fix in the first place. On that day they telling me it another problem that will cost me over $500.00, that they find wires broke.They should had detected that went I first brought my SUV to them the first place.They charge an arm and a leg to do anything On Jan 12,2023 it took them an half an hour to do whatever they did if they did anything at all.I want to be refunded the $104.40 that I pay for service I did not receive.

  

  Business Response

  Date: 01/23/2023

  Service Manager talked to customer and has agreed to refund the $104.40 as a goodwill gesture We also agreed to give discount on next repair when customer has funds to complete. 

  Please let me know if you have any questions and please close this complaint.

  Thanks

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

  Customer Answer

  Date: 01/23/2023

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

• Initial Complaint

  Date:10/22/2022

  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.

  When a rock cracked my windshield I contacted Byers Subaru to schedule for my windshield to be replaced under a warranty i purchased through subaru. While scheduling was difficult and I was offered the phone number to safelite because I was told that is not something Byers does I finally was able to get in touch with **** **** who was able to schedule me to have my windshield replaced under warranty with the assistance of *** *****. I was told I could be provided a rental car and everything would be set up. I received an appointment reminder via email stating all these same details and the advisors name on the email was *** *****. The day of the appointment I drop my car off directly to *** by 8am for my appointment I am told I should be able to pick up my rental car at 830am so I walk to the other side of the car lot to pick up the rental car. The rental car was not set up completely or correctly so I chose to return to the service center to wait for **** to come in for the day. About 9:30 *** hands me a brochure and tells me my windshield is not covered under warranty because it needs to be replaced. I told him that is what the appointment was for. After arguing with me that I was wrong and being nothing but disrespectful and unhelpful I ultimately left the service center. hours later I called **** again for the cus***er service phone number where I could make a formal complaint against *** and I was immediately met with an apology from **** stating none of the events should have occurred he was unsure what happened with the rental car but windshield absolutely should have been covered under warranty.requested to have *** the service Manger to call me so I could make a complaint to him about ***. I asked what compensation would be provided to me for this experience. I was told by *** a few things he would do and I was told I would receive an email with details so that I had them in writing, I never heard from him again, it has been 2 weeks. No email, no call back

  

  Business Response

  Date: 10/28/2022

  26
  October 2022
  BBB
  Complaint ID 18298505 Response
  Cus***er:
  ******* **********
  
  Ms.
  ********** made an appointment for October 7, 2022 at 8:00 AM Through Byers
  Dublin Subaru’s Appointment Coordinator.  The appointment was for a windshield replacement and a Hertz rental
  vehicle was to be ready as her alternate transportation.  When Ms. ********** arrived, she attempted to
  get the rental vehicle from the Hertz franchise located on the Byers’
  property.  Unfortunately, the employees
  for Hertz were late and did not have a vehicle ready for her.  She returned to the Subaru Service area and
  there was confusion about the windshield replacement plan coverage.  Ms. ********** bought her Subaru at another
  dealership that sells a windshield replacement insurance product that Byers
  Subaru does not sell and is not familiar with.  Because of this, Ms. ********** was given conflicting information about
  what would be covered with regards to her cracked windshield.  This escalated the situation and greatly
  upset Ms. ********** and to compound this, the Service Advisor did not handle
  the situation in a friendly way.  Ms.
  ********** left the dealership and was quite upset.
  The
  Service Director, ******* *****, was informed of the situation and also
  received a call from Mr. **********.  Mr.
  ***** apologized for the events and the perceived treatment by the Service
  Staff.  Mr. ***** explained that the
  windshield replacement contract was not one that Byers was familiar with and
  that he would have to research the product to find out what he could do about
  it.  The plan that Byers provides to
  cus***ers is a “Repair” coverage and not a “Replacement” coverage.  Mr. ***** got the answers and called Mr.
  ********** to discuss a possible solution.  Mr. ***** explained that he had talked with the 3rd party
  administrator of the contract and they would allow Byers to replace the
  windshield and submit the claim.  Mr.
  ***** offered to Take a Loaner Vehicle to Ms. ********** and pick up her
  Subaru.  Byers would then replace the
  windshield and return the Subaru to Ms. ********** at her convenience. Mr.
  ********** explained that his wife was too upset to proceed with this option
  and that they were seeking reimbursement from their purchasing dealer for the
  amount they paid for the contract.  As an
  alternative, Mr. ***** offered to provide some complimentary services, which
  included the upcoming 30,000 mile service worth over $450, due to the
  inconvenience the **********s had been through.  Mr. ********** accepted that offer of goodwill from Mr. *****.  Mr. ***** attempted to email the verification
  of the complimentary services to Ms. ********** at the email they provided
  however the email was rejected by her email provider’s site stating security
  reasons (rejection confirmation is attached).  Mr. ***** then typed a formal letter (attached) and mailed it by way of
  USPS to the address on file for Ms. **********.  All of this occurred on October 8th, 2022.
  A
  week later, Mr. ********** left a voicemail for Mr. ***** stating that they had
  not received the email and that Ms. ********** was now even more upset.  Mr. ***** attempted to call Ms. **********
  but, on both attempts, her phone gave the message that it was not accepting
  voicemails at that time.  Mr. ***** assumed
  they had not yet received the letter that he sent on October 8th,
  2022.  Another week passed and Mr.
  ********** again left Mr. ***** a message that they were now even more upset
  and requested that he contact Ms. **********.  Mr. ***** successfully left a message for Ms. ********** on the morning
  of Saturday, October 22, 2022.  Mr. ***** also got Byers Subaru’s General Manager, Joe Day up to speed
  on the situation.  Mr. Day also reached
  out to the **********s by phone but was unable to come to any type of agreement
  on how to satisfy them.
  Byers
  is sorry for the escalation of events and the inconvenience caused during the
  attempt to get their windshield replaced.  Byers also regrets any negative or unprofessional communication or treatment
  from any of its Service Department Staff.  With this said, Byers has attempted to provide solutions for the purpose
  of cus***er goodwill.  All such solutions
  have now been rejected.  The offer of complimentary
  services has been provided to the **********s and still stands as offered.  The **********s did not pay any monies to
  Byers, therefore there is nothing for Byers to refund for this unfortunate
  event.

• Initial Complaint

  Date:09/02/2022

  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.

  I had my car towed in for repair. The upper radiator hose on the car failed disconnected during driving on the freeway. After returning home the car was leaking oil and coolant. The dealer stated that the car needed a a part and made the repair for approx $900. I picked up the car on Friday 08/22/2022 and within 30 min the car was still leaking coolant again. I called the dealer and they told me to tow it in and that they would not be able to look at it until Monday 08/29/2022 due to their operating hours. I did have the car towed at my expense on 08/29. They then advised that I needed a water pump, thermostat, and fluids again. I voiced my concern that why did I have to pay for labor and fluids again when I was already charged for it on the first visit. They agreed and only charged me for the parts. I paid about $500 for the repairs and was told the car was holding coolant at 25psi. Yesterday I noticed the car was again leaking fluid. I had the car towed again (3rd time) to the dealer using their vendor at no cost to me. They are now telling me that it is leaking from a upper radiator hose, which costs $40, and are charging me parts, labor, and taxes of another $500. The reason why I took the car to the dealership was to have the repair done and not be Nickeled and dimed for additional parts and labor. This in my eyes is unacceptable customer service as now I am in $2000 in a car repair that started out as only $900. If the car was leaking it should have been caught. Why am I paying for coolant and labor for something that the they should have caught? How is it that when I have the car that it is losing coolant when the dealer has the tools to make sure the car is in working order when I paid for them to do so? As I mentioned the second time when the car was repaired I am fine with paying for parts, but to charge me for fluids and additional labor is unfair to me as a customer, especially since it should have been caught the first time the car was in.

  

  Business Response

  Date: 09/06/2022

  This car is still in our shop waiting on parts. Out of a goodwill gesture we are willing to do this repair free of charge. We value this customer and want to keep our relationship. Please let us know if this is acceptable and will close this case. 

  Thanks

   

   

  Customer Answer

  Date: 09/14/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 17899512
  
  
  
  I am rejecting this response because: 

  The prior repair for the $40 hose and labor was completed at no charge to me. However, the car continued to leak coolant. I took the car in again for a 4th Time today. I am this time being charged for another part, coolant tank, along with taxes and labor. I paid the $250+ bill because I need a functioning car and did not want to make a scene. My complaint is that these additional costs should not be charged to me as a leaking hoes, or a leaking coolant reservoir tank should have been caught on the very first visit. Not the forth visit at my expense and time. Also, if the cars coolant system was truly pressure tested then why is the car still leaking from different areas? I am requesting for a refund of my last visit today 09/14/2022.
  
  
  
  Regards,
  
  
  
  ******** ******** II

  

  Business Response

  Date: 09/27/2022

  Check will be sent to Mr. ********. please close case.