Complaints

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

close

Find a Location

Coughlin Automotive Group has 17 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Coughlin Chevrolet of Pataskala

  9000 E. Broad St SW Pataskala, OH 43062-7879

  
• 

  Coughlin Automotive Group

  PO Box 1480 Pataskala, OH 43062-1480

  
• 

  Coughlin Cheverolet Buick GMC

  1850 N 21st St Newark, OH 43055-3186

  
• 

  Coughlin Chevrolet Buick Cadillac of Marysville

  15801 Us Highway 36 Marysville, OH 43040-8705

  
• 

  Coughlin Kia of Lewis Center

  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:06/24/2025

  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.

  Took my vehicle to coughlin ********* in ****** to have a tire rotation and oil change. When I got my car I noticed a white circle on the sidewall of my tire. No one mentioned it so I didnt think anything of it. I drove to ************** mo on June 19th and on the 21st noticed a bubble. I had to get the tire change and coughlin didnt put the key back in the car so they had to break the lug nuts to change the tire. I called today June 24th and spoke to **** who got the service manager who told me they did tell me and sent an email. I do not have any emails, and they did not tell me there. I have the receipt stating everything was good. Called back to speak to **** who is the manager of the dealership, and left a message, I still have no answers to where the key is.

  

  Business Response

  Date: 06/25/2025

  We told her that we would replace her wheel lock key and work her a deal on the other three tires. We quoted her tires and we have it all via text messages through our Xtime communication portal.

  Customer Answer

  Date: 06/25/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 23512291
  
  
  
  I am rejecting this response because: 
  They did offer to replace the wheel lock and work a deal on the tires. I have not received a quote, which leads to me to believe they have the wrong information. I called and left a message for John, letting him know I did not receive it and to give me a call in the morning so we can make sure they have the right info and for the quote. I will be happy to withdraw my complaint once the services discussed have been provided 
  
  Regards,
  
  
  
  Danielle Richardson

  

  Business Response

  Date: 06/26/2025

  John will be reaching out ASAP.

  Customer Answer

  Date: 06/27/2025

  [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,
  
  
  
  Danielle Richardson

• Initial Complaint

  Date:05/20/2025

  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.

  My car was involved in a small fender ******, and I took it to Coughlin's Body Shop for repairs. It was hit just a bit on the driver side fender and there was no damage anywhere else other than the front wheel being scraped. When I went to pickup the car, I noticed several new scratches on the side of the car and also pointed out that the wheel was never repaired. They ended up keeping the car for several more days to fix the wheel and now the scratches they created. A couple of weeks went by and I noticed my front bumper is starting to fall off - thought maybe it was a manufacture defect so I took it to Coughlin ****** where they put it on a lift and noticed there were more than 6 screws/clips broken and the body shop must have broken them when removing the front bumper to replace/paint the front fender... the car has less than 2k miles on it. I took it back to Coughlin **** where they "fixed" the repairs the first time, in which they said they are not responsible - that they would reach out to insurance to get them to pay for it... insurance is denying the claim because the dealership caused the damage, but now the dealership is saying they will not fix it... so I have a brand new car with several clips broken on the front bumper and the dealership is refusing to fix.

  

  Business Response

  Date: 05/21/2025

  Our body shop manager spoke with the customer to make arrangements to get it fixed but now he has left messages and the customer has not returned our calls.

  If he could reach out to ***** ****** we will get him taken care of.

  Customer Answer

  Date: 05/26/2025

  [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 as they are now attempting to resolve the issue.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:05/08/2025

  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 fianc and I own a 2015 ******* Tucson, which has had oil consumption issues for some time. We took the car to our mechanic, whom we know and trust, and he informed us that the issue fell under warranty, and Coughlin ******* in *****, ****, informed him that we would receive a new engine. My fianc and I then took the car to the dealership, which confirmed the warranty information with us.

  A few days later, they informed us that the engine was fine and the issue was the knock sensor. We were satisfied with this and took the car home. It is now April and the car is having the same issue. We drove the car back to the dealership, who is now saying that the issue is out of warranty due to us not maintaining the car as it had no oil in the engine.

  This is upsetting for several reasons, as not only can our mechanic confirm that the car had oil in it during his inspection, which took place two days prior, but my girlfriend has witnesses who saw her place oil in the car two days before that.

  On top of all that, the ************* change sticker shows a date and mileage for a change that is far enough out that it is laughable. Even if the car was out of oil, isn't that proof that their solution from December was not enough?

  They have brought up that they can complete a combustion cleaning option for the low price (sarcasm) of $700, but they can't guarantee this will solve the issue, and my mechanic also states this is a band-aid ************: KM8JTCAFNF037500

  

  Business Response

  Date: 05/12/2025

  On the customers original visit in December on RO *********, there was set DTC P1326 and oil present ( but considerably low ) on the dipstick which enabled us to follow procedures outlined in engine warranty extension for rod bearing failure TXXM.  The vehicle passed Hyundais rod bearing clearance test and resulted in warrantable knock sensor replacement.  At this time the dealer suggested that the customer perform Hyundais outlined combustion chamber cleaning service to help prevent further oil consumption issues.  ************ is not guarantee of repair for oil consumption, but is the suggested method to prevent excessive consumption outlined by the manufacturer.  The customer declined to have this service performed due to the expense and lack of guarantee that this could resolve the issue.
  
  When the vehicle arrived on the current visit for the same flashing CEL condition, there was not oil present on the dipstick.  A case was filed with ******* to approve engine replacement, but ******* declined due to a lack of oil present.  ******* states that the vehicles oil should be checked at every fuel stop.  We advocated on behalf of the customer and are working with ******* consumer affairs in an attempt to come to a warrantable resolution for the customer at this time.

  Customer Answer

  Date: 05/12/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23303571
  
  I am rejecting this response because: ******* consumer affairs already informed me that they will not cover the necessary repairs as that responsibility would fall onto the dealership. The dealership was informed of this situation last week. The ******* corporate office also informed me that they were attempting to resolve the issue with the dealership through an attempt based on "good will" but the dealership denied this attempt. The information provided by the dealership is inaccurate in regard to them working with the corporate offices. In regard to the declining of the combustion cleaning, I was told this was not related to the issue and thus the reasoning for the knock sensor replacement. The car is having the same issues and my rejection of the combustion cleaning has come up, but again I want to reiterate that the car is suffering the same issue despite being told the Knock Sensor was the issue. 

  Regards,

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

  

  Business Response

  Date: 05/13/2025

  Not sure where they are getting the information but the dealership has no involvement with "goodwill" warranty decisions, thats all on the manufacturer. Our service manager did get ******* to "goodwill" the combustion cleaning but that all they are willing to do at this point. Once we get that done we can proceed with the diagnostic procedures set forth by the manufacturer which is completely in their control.

• Initial Complaint

  Date:04/19/2025

  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 found a vehicle on auto trader I was in contact with the sales *** last night and early this morning. We had terms of deal already in place I approved the deal and told them I do have the cash to solidify the deal if the credit application does not approve. ****************************************************************************************** and start to test drive the vehicle and look at it. Long story short they sold the vehicle out from under me and pulled my credit for no reason. I want them to call the creditors they called to reverse my inquiry. I have text messages I have emails and I have phone calls to the dealership. Today - 4-19-2025

  

  Business Response

  Date: 04/21/2025

  We are working with our credit company to see what can be done.  Please stand by as we work on a resolution.  

  Customer Answer

  Date: 04/30/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23226611
  
  I am rejecting this response because: its not resolved until the pull is removed from my credit report. 
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 04/30/2025

  I reached out to the customer on 04/21 for a letter from him required by the company to consider removing the credit pull.  The customer sent the letter today 04/30.  All information has been sent to request removal.  

• Initial Complaint

  Date:04/18/2025

  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.

  *** fixed my car putting in a transmission and per ********** they put it in wrong. Which in turn broke my starter. *** looked at my car, blamed ********* for issues that existed because of them, taking no accountability. Said the car was drivable and on my drive home, the whole car shut off and now its engine isnt working and the whole car doesnt start.

  

  Business Response

  Date: 04/22/2025

  The customer came to us in August.  We installed a transmission for a torque converter lock up issue.  It was processed through her extended service contract.  After the customer got the vehicle back she began to have starting issues.  ********* has installed 3 different aftermarket starters in the vehicle.  On start-up, there is a loud grinding noise.  ********* attributed it to us installing the fly wheel backwards.  The customer came back to us.  We inspected the transmission install and verified there were no workmanship errors. The customer was provided with a quote for an *** starter replacement.  The customer was working with ****.  Shortly after leaving, the vehicle broke down.  **** gave the customer the option of coming back to us, but the customer chose to go back to *********. It is impossible to install the flywheel backwards. 

  We often have problems with aftermarket parts. We would be happy to work with her on pricing the *** starter.

• Initial Complaint

  Date:04/15/2025

  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.

  Truck was towed to Coughlin **** of Circleville as all power was lost to the vehicle. Truck was there for almost 3 weeks. During the time that the vehicle was there, we were asked what we thought could be wrong as they weren't sure. So we told them what we found via researching it and they agreed it was the likely cause. We were told repeatedly that they had the part in (they ordered the part before ever even confirming it was the issue) - and would be done tomorrow. Then it was the battery replaced.. Then it was a wire or wire harness issue that would take a week or so to resolve. When we got there to pick up the vehicle we were ONLY THEN informed that when our vehicle was delivered to them, sometime during the initial day or two our vehicle was broken into - our documents strewn outside the truck and the interior trashed with all of our papers, documents and center consoles and etc. ********** were never called, and we were never notified. Our personal information was in the hands of who knows who and had been for almost 3 weeks and we were NEVER notified. I was told that day that they would review the "security cameras" and call me w/in 24 hours. A week later now - and no word. So we called the dealership to speak with the managers and were basically given lip service and the run around. During all this we were informed that we were outright lied to by the ****************** on part of what was done to our vehicle as no wire or wire harness was an issue or even considered and so no explanation to the delay in our vehicle, or etc. At this point, with the incompetent behavior by the service department, followed by the lies, and compounded by the fact that our vehicle had been broken into and no one, not us or the police had been notified - we stated we wanted to talk to the owner. We purchased our truck for over $80k from this dealership and we wanted answers from the owner. To which we were informed by **** ******* (sp) that the owner was too busy.

  

  Business Response

  Date: 04/17/2025

  I have attempted to reach the consumer to arrange a good time for Mr. ********************** and I to talk with her. We apologize for what all transpired during this visit. The customer is correct that the vehicle was towed to us after hours with no power so the tow truck driver could not secure the vehicle. We SHOULD have called her the next morning when we discovered what had happened but failed to do so. Mr. ********************** would NEVER be too busy to talk with a customer and that should have never been said. We look forward to talking with her in an attempt to resolve the issue.

• Initial Complaint

  Date:04/08/2025

  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.

  Took my wife's 2016 chevy traverse to the shop because it had a an issue with the front windshield wiper pump and power window issues. Was told it should take an hour or two to get it checked out. They kept our car for over two days to then come back telling us it cost 500 dollars to replace a windshield wiper pump that costs ***** and takes no less than 20 minutes for someone who has no idea what they are doing. Then wants 600 dollars to replace two window switches these switches cost less than 30 dollars and the job would take no more than 30 minutes for a mechanic. (they had no parts in stock to fix either issue and had no eta for when the parts would come in) I was then charged 117 dollars and some change for an inspection of the car that they couldn't even fix. If they don't have parts available to fix a car they should not be allowed to book the appointment and charge the customer. Later as I am fixing these issues with the car myself I discover all the bolts were left out of the engine bay cover and it was just sitting under the hood completely detached (I'm assuming other components were left out of the car as well due to this incompetence ). Adding more information the Fuse for the windshield wiper pump was never even checked during this (117 dollar "inspection") I had put a seal over the panel to see if it had even been opened. Adding in the employees were extremely rude and I did not complain at all during this process but after seeing I was returned an incomplete car it was the last straw.I would like compensation for the inspection, time lost, the bolts I am going to need to order to fix their mistake.

  

  Business Response

  Date: 04/11/2025

  Customer brought the vehicle in because he has it another repair facility and the said they needed to take it to a dealer.
  Washer Pump and windows not working  Tech tested the windows and had power to the switch, switches are shorted and the customer declined the repairs.
  
  
  Front washer pump not working, diag washer pump circuit from under the vehicle as it is on the washer bottle you so you can't get to it from the top. Washer pump is shorted and needs to be replaced. It blew the fuse because the pump is shorting the circuit. The washer pump is on back order. Customer did not like our repair prices (we do not set them) and declined repairs, customer was only charged half the diag price and the tech only got paid for half the job. At no time did we need to remove any parts under the hood of the vehicle for checking these concerns because you access the washer pump through the drivers side inner fender well (behind the tire). The vehicle was service at tire discounters before it was brought to us. At no time was the staff rude so I posed the xtime chat in the file, **** was nothing but professional as always. Customer used us to get diag so he can fix the car himself. 
  
  

• Initial Complaint

  Date:04/07/2025

  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.

  On April 4, 2025, I signed a Retail Purchase Agreement through ************* to purchase a 2023 GMC ****** 1500 SLT from Coughlin Automotive of Circleville at an agreed price of $21,370.01. After completing the signed paperwork, the dealership raised the online price by over $28,000 and has refused to honor the agreement. I attempted to contact dealership management multiple times by email and phone but received no resolution. No payment was made yet because the dealership never completed the sale.I am requesting fulfillment of the signed agreement or a comparable financial settlement. Documentation attached.

  

  Business Response

  Date: 04/07/2025

  This 2023 GMC ****** 1500 was priced wrong on line.  It was an obvious mistake and was corrected as soon as we were aware.  The customer attempted to submit paperwork through our web site portal.  We attempted to contact this customer via phone and sent an email.  At no point did anyone at the dealership sign any paperwork to agree to this incorrect price.  This is a simple mistake that this customer is attempting to take advantage of. 

  Customer Answer

  Date: 04/07/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23169140
  
  I am rejecting this response because: 
  
  Dear BBB and Coughlin Automotive,
  
  
  Thank you for your response. However, I must respectfully disagree with several inaccuracies presented.
  I completed and signed a Retail Purchase Agreement through ************* (reference number included) on April 4, 2025. This contract was generated and authorized electronically by ********* and Coughlin Automotive not via your dealerships own web portal.
  The advertised price at the time I signed was still active, and there was no indication it was a mistake. I have screenshots supporting this.
  After signing, I made multiple attempts to reach dealership staff by phone and email (records available), but no contact was made. I received no phone calls or voicemails from the dealership despite providing accurate contact information.
  The signed agreement clearly states that changes must be made in writing and signed by both parties. No changes were ever signed or authorized by me.
  
  
  I respectfully request Coughlin Automotive honor the original signed agreement or offer a comparable financial resolution. I remain willing to work toward a fair and amicable outcome through BBB facilitation if possible.
  
  
  Sincerely,
  Safe Alusi
  
  
  

  Customer Answer

  Date: 04/07/2025

  Attached is additional evidence from ************* confirming that my purchase process was recognized, including payment submission, under the agreed terms on April 4, 2025.
  This information supports my position that a valid Retail Purchase Agreement was formed and contradicts the businesss claim that no agreement was reached.
  Thank you for adding this to my case file.
  

  Complaint: 23169140
  
  I am rejecting this response because: 
  
  Dear BBB and Coughlin Automotive,
  
  
  Thank you for your response. However, I must respectfully disagree with several inaccuracies presented.
  I completed and signed a Retail Purchase Agreement through ************* (reference number included) on April 4, 2025. This contract was generated and authorized electronically by ********* and Coughlin Automotive not via your dealerships own web portal.
  The advertised price at the time I signed was still active, and there was no indication it was a mistake. I have screenshots supporting this.
  After signing, I made multiple attempts to reach dealership staff by phone and email (records available), but no contact was made. I received no phone calls or voicemails from the dealership despite providing accurate contact information.
  The signed agreement clearly states that changes must be made in writing and signed by both parties. No changes were ever signed or authorized by me.
  
  
  I respectfully request Coughlin Automotive honor the original signed agreement or offer a comparable financial resolution. I remain willing to work toward a fair and amicable outcome through BBB facilitation if possible.
  
  
  Sincerely,
  Safe Alusi

  
  

  

  Business Response

  Date: 04/07/2025

  This additional documentation was clearly not provided by the dealership.  The information is not filled out and there are no dealer signatures.  

  Customer Answer

  Date: 04/14/2025

  Dear BBB Representative,
  
  
  Thank you for allowing me the opportunity to respond.
  
  
  I respectfully reject the businesss response for the following reasons:
  1.A fully executed Retail Purchase Agreement was completed online through *************, listing the dealership and the specific vehicle at the agreed price of $21,370.01.
  **** no time during the transaction process was I informed that the price was an error, nor was any correction or amendment presented for review before the agreement was completed.
  3.The dealership falsely claims they attempted to contact me multiple times  I have documented call records showing I initiated multiple calls and left voicemails with no returned calls or responses.
  4.The business incorrectly claims this was a simple mistake without a completed agreement. In reality, the Retail Installment Contract was completed with full vehicle details, VIN, and price.
  5.The FTC guidance cited by the dealership does not apply, as it concerns casual advertisements not completed, specific contracts.
  6.The BBB case remains open and active, contrary to the dealerships prior claim that it had been resolved.
  
  
  Attached is supporting documentation, including:
  The completed Retail Installment Contract
  Proof of calls and attempted contact
  Screenshots from ************* showing purchase process completed
  
  
  Given these facts, I request that the BBB accurately note that the business did not resolve the complaint to the consumers satisfaction, and that their response contains material inaccuracies.
  
  
  Thank you for your time and assistance in this matter.
  
  
  Sincerely,
  Safe Alusi
  Phone: ************
  Email: *************************
  

  

  Business Response

  Date: 04/15/2025

  There is no documentation provided that has the dealerships signature.  This is not an executed agreement.  This is a customer using an online tool.  No documents were signed by the dealership or arrangements made.  I have also included a text and email we sent to customer explaining the error.

  Customer Answer

  Date: 04/16/2025

  Dear BBB Representative,
  
  
  Thank you for the opportunity to respond to the dealerships most recent statement.
  
  
  I respectfully reject their response for the following reasons:
  
  
  I completed and electronically signed a Retail Purchase Agreement through ************* that clearly identified the dealership, the specific vehicle by VIN, and the agreed-upon purchase price of $21,370.01. The dealerships claim that I merely used an online tool is misleading this was ********** official purchase platform, not a quote generator.
  Dealerships participating in ********** online retail process agree to be bound by contracts generated through that system. While the dealership may argue a representative did not physically sign the agreement, I submitted the fully generated Retail Installment Contract, which includes all required legal terms, buyer and dealership information, and the **** Lack of a handwritten signature does not void a binding agreement created through their manufacturers official system.
  The business also falsely claimed they attempted to contact me multiple times. In fact, I initiated several calls, left voicemails, and sent follow-up emails, one of which bounced due to an invalid address. Screenshots of these calls and the failed delivery notice were previously submitted and are resubmitted here for convenience.
  Their statement that the issue was already addressed through the BBB is inaccurate I formally rejected their previous response, and the complaint remains open and unresolved.
  The dealerships reference to FTC guidance on pricing errors does not apply in this case. That policy addresses advertising errors not signed retail installment contracts executed through a manufacturers platform.
  
  
  
  
  I have acted in good faith and am simply requesting that the dealership honor the terms of the agreement they participated in, or alternatively, offer a reasonable financial resolution.
  
  
  This complaint remains unresolved, and the dealership has not responded truthfully or fairly. I respectfully request that the BBB classify this case as not resolved and include these discrepancies in the public record.
  
  
  Sincerely,
  Safe Alusi
  *************************
  **************
  
  
  

• Initial Complaint

  Date:04/01/2025

  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.

  1-23-2025 Service for diagnosis of rattle/clunking noise coming from the rear of vehicle when going over rough surface and /or bumps.After approx. 45" in service the advisor returned with a diagnosis that stated need for driver side rear shock and mount replacement that was failing and causing the unusual noise. Dealer quoted repair including diagnostic fee was $1019.83. They said needed to return for repair due to requiring parts order. I chose to get another repair quote from a reputable shop and got the repair dealer stated was needed for significantly less money. After less than 30 min of driving after repair the noise was still apparent and not fixed. after approx 2- 3 weeks of vehicle use I called the dealer to ask to bring it in again for service to re-evaluate the noise still noticeable after suggested repair. Brought it in and service tech drove and stated didn't hear much of an unusual noise anymore but thought maybe the "Passenger" side rear shock was slightly loose, No further repair needed. I then requested Service Mgr. take test drive with me to eval. noise. She stated she didn't hear much of a noise and so no further diagnosis and repair would be done. I then took the vehicle back to the repair shop to eval the noise again after doing the repair that the dealer diagnosed and after their test drive stated that since they replaced both rear shocks and mounts and they were fine that the noise was likely the shocks/mounts weren't the problem, but failing tie rod bushings and quoted a repair price if I wanted to proceed with further repair costs. I will be having their diagnosed repair done soon.I asked the dealer service Mgr to please refund my $200.56 for the mis-diagnosed problem and was told no way.I now am out not only the $200 diagnostic fee but and additional $400 for an unnecessary repair cost as well as incurring additional costs to correctly repair the initial problem!

  

  Business Response

  Date: 04/02/2025

  I cannot find any service history from 2025 on this customer, could they let me know what dealership and possible a repair order number to reference?

  Customer Answer

  Date: 04/02/2025

  On the BBB site I selected the Coughlin ******* Dealership in *****, **** specifically. I don't know why the Coughlin Automotive group states it doesn't know which dealership as well as Invoice number is involved???

  Once again as I provided in the original complaint it is the Coughlin ******* Dealership in *****, ****
  

  Repair Diagnostic Pre-Invoice number again is *********/1/2, for $200.56 which I provided in this original complaint.

  The remainder repair Invoice/Estimate is:  ********* for $1019.83

  Customer Answer

  Date: 04/02/2025

  The complaint number and for my reply to the business is ********.

  Customer Answer

  Date: 04/09/2025

  
  On the BBB site I selected the Coughlin ******* Dealership in *****, **** specifically. I don't know why the Coughlin Automotive group states it doesn't know which dealership as well as Invoice number is involved???
  
  Once again as I provided in the original complaint it is the Coughlin ******* Dealership in *****, ****
  
  Repair Diagnostic Pre-Invoice number again is *********/1/2, for $200.56 which I provided in this original complaint.
  
  The remainder repair Invoice/Estimate is:  ********* for $1019.83

  

  Business Response

  Date: 04/09/2025

  We go through similar situations with this customer. We did diagnose the vehicle properly, he elected to have the work done elsewhere. When he returned, we drove it with him and did not hear any noise whatsoever. We will not be refunding any diagnostic charges.

  Customer Answer

  Date: 04/09/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23148040
  
  I am rejecting this response because: 
  
  Regards,
  
  **** *****

  Customer Answer

  Date: 04/12/2025

  Did you receive my last response to the business after their response of my complaint? I sent it via this format and also via the dispute ************************************** The business outright lied about the complaint and further fabricated and implied I had been "problematic" customer in the past! If expecting the dealership and ******* to stand behind the warranty as well as correct engine issues in which they have had now several national recalls and class action law suits is a problem customer then I stand as a proud example. Please as a consumer representative agency of last resort help me resolve this issue as an example to unscrupulous business practice that won't be tolerated by the unsuspecting consumer/customer. 
  

  

  Business Response

  Date: 04/14/2025

  Customer brought the vehicle in for a noise in the rear. Thats what it states on the repair order, thats what we diagnosed. The fact that he declined our repairs and took it elsewhere to have the work done has nothing to do with us. I would suggest the next time to let our shop perform the repair which would carry a 12 month ****** mile warranty.

  Customer Answer

  Date: 04/16/2025

  Did you get my last response on-4-16 via ********************************** I responded to the ridiculous reply from the dealership that did not take any responsibility for their error once again and just ignored culpability for misdiagnosing the problem which led to completely unnecessary diagnostic and repair costs! Could you please bare some agency influence on this obvious resistant business practice of owning up to their responsibility. I as a good faith customer am at the mercy of their irresponsible practice in which they misdiagnose my stated problem, then issue an extremely high repair estimate to fix the problem which IS NOT corrective. This is borne out by the fact that the repair was made at a qualified shop for significantly less cost than their exorbitant quote and the noise issue was not fixed. They now claim I should have had them do the repair then I would have a 12 mo. 12k mile warranty but the fact remains the customer has the prerogative to get an estimated repair quote serviced elsewhere with the implied solution resolving the problem! Their irresponsible lack of admitting THEIR mistake which has cost the customer unnecessary time and money without out problem resolution, should not be acceptable to the BBB or the public at large.

   

  
  

  Customer Answer

  Date: 04/17/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23148040
  
  I am rejecting this response because: Did you get my last response on-4-16 via ********************************** I responded to the ridiculous reply from the dealership that did not take any responsibility for their error once again and just ignored culpability for misdiagnosing the problem which led to completely unnecessary diagnostic and repair costs! Could you please bare some agency influence on this obvious resistant business practice of owning up to their responsibility. I as a good faith customer am at the mercy of their irresponsible practice in which they misdiagnose my stated problem, then issue an extremely high repair estimate to fix the problem which IS NOT corrective. This is borne out by the fact that the repair was made at a qualified shop for significantly less cost than their exorbitant quote and the noise issue was not fixed. They now claim I should have had them do the repair then I would have a 12 mo. 12k mile warranty but the fact remains the customer has the prerogative to get an estimated repair quote serviced elsewhere with the implied solution resolving the problem! Their irresponsible lack of admitting THEIR mistake which has cost the customer unnecessary time and money without out problem resolution, should not be acceptable to the BBB or the public at large.
  
   
  
  Regards,
  
  **** *****

  

  Business Response

  Date: 04/17/2025

  Our stance is we feel our diagnosis was correct. Our service manager and master tech both drove the vehicle after he took it elsewhere and did not hear any noise. we will not be refunding the diagnosis charge. 

  Customer Answer

  Date: 04/18/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23148040
  
  I am rejecting this response because: 
  
  Regards,
  
  **** ***** They insist on not taking responsibility for an incorrect diagnosis of the problem which still exists after the recommended repair! Were they made aware of my intent on small claims court action and ******************** contact for consumer action reporting?

  Customer Answer

  Date: 04/23/2025

  Awaiting response from my last communication sent on 4-18-25. Please give an update.

  Thanks ****

  

  Business Response

  Date: 04/23/2025

  We will not be refunding the diagnosis charge as I have stated repeatedly. 

• Initial Complaint

  Date:02/28/2025

  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 purchased and paid in full for a new 2024 F350 truck 1/31/25 from Coughlin ****.Truck was bought over the phone by trusting the salesman/dealership to provide a quality unblemished product. Coughlin **** then delivered the truck to me and took possession of my trade in. I noticed at (250 miles) many paint blemishes and let **** Customer Service know on 2/21/25. I asked how defective blemishes in the paint should now be a burden on me. This truck passed both ****************** and Coughlin ***** quality control teams before delivery, both entities FAILED to disclose the defects. On 2/25/25 after another call to **** Customer Service, ********************** **** ** called me and said they would contact me and pick up the truck on 2/26/25, they failed to pick it up and have failed to contact me as promised since then. I called three times and left messages to get a return call. On 2/27/25, I took the truck to a local dealerships body shop. They looked it over and said in their opinion it would require a full paint job to correct all the defects. The main paint color is blotchy, scratched, and primer is showing through in spots. The two-tone on the bottom is crooked and is not properly cut-in on the door jams and fenders. The relief I requested is a full refund or to retake possession of my trade in due to the financial burden of having a new truck repainted, not to mention the negative financial/emotional impact it would have on my family and myself. Repainting the truck would give a negative light to a future trade in or sell. This is not a mechanical issue that has broken. This is a blemished/ defaulted paint job that should have neglect the factory or the dealerships quality control. To date, Coughlin **** has not offered any relief to remedy the problem and claim too busy to take care of my severe issues. This is an example of their poor customer service after the sale. It is not the high standard that myself and others expect when choosing to spend our hard earned money.

  

  Business Response

  Date: 03/03/2025

  Coughlin **** has reached out to the customer and made arrangements to pick his truck up Monday 03/03/2025 to work on resolution.  

  Customer Answer

  Date: 03/10/2025

  
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. They have done what was asked of them. 
  
  Regards,
  
  ***** *********