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.

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• 

  Coughlin Chevrolet of Pataskala

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

  
• 

  Coughlin Hyundai

  2300 Hebron Rd Heath, OH 43056-1033

  
• 

  Coughlin Chrysler Dodge Jeep Ram

  15777 Watkins Rd Marysville, OH 43040-9403

  
• 

  Coughlin Automotive Group

  1459 Hebron Rd Heath, OH 43056-1037

  
• 

  Coughlin Kia of Dublin

  5105 Post Rd Dublin, OH 43017-1117

  

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:10/30/2023

  Type:Product 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 a car on 7/27/2023 at Coughlin KIA of Lancaster, **** ***** ******** St, Lancaster Ohio,
  I also purchased a Service Contract that was grouped together and then added tax.
  On 7/29/2023 I canceled the Service Contract but the tax wasn't included that needed to be refunded together.
  If the tax that was charged for the Service Contract is not refunded, it will be added to my car/tax that I will be paying interest on.
  I spoke to the Dealership and they said that I would not be getting the tax charged to my Service Contract refunded. This should be corrected.
  
  There may be a lot of other car customers who may not be aware of this discrepancy or mistake.

  

  Business Response

  Date: 11/02/2023

  We have been in contact with the customer and have reached a Good Will resolution.  I consider this claim to be handled.

  Customer Answer

  Date: 11/03/2023

  [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:10/24/2023

  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 took my car to coughlin to get repaired due to being in an accident. And upon my car taking a month to be repaired it was left in subpar condition. Pieces that were replaced have scratches on them, scratches on items that were not repaired but charged to my insurance. I have spoken to multiple shop people including the shop manager Eric. I was promised pieces would be fixed but they are unwilling to reach out and have even hung up on a customer. Extremely terrible service and upon being charged for a muffler that they don’t fix there and had to take to a diff shop. And find out it was dented and not the correct side upon my bumper also having cracks in the clear coat and multiple scratches

  

  Business Response

  Date: 10/24/2023

  The consumers insurance company is who determines what work to do NOT the repair facility. We can only do what they tell us to repair, we have told her that she needs to call her insurance company if she is not satisfied with what they authorized. We did NOT damage her vehicle, you can clearly see on the intake photos that white house paint on her vehicle was present when it was dropped off. We do not paint houses and all paint work is doing in a contain, sealed paint booth. There is nothing else we are going to do unless her insurance company gives us the authorization to do so.

  Customer Answer

  Date: 10/26/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20774440
  
  
  
  I am rejecting this response because: I’m not talking about anything besides the area that was repaired. I was told upon picking my car up the new black piece that was replaced is scratched and would be repaired however no one is reaching out. And multiple cracks in the clear coat on side that was repaired. I did not bring up any other complaints other than the area repaired not being fixed correctly. I was supposed to be reached out to upon fixing the entirety of the bumper however no phone call was received or conversation had been had. And the motion sensor was replaced but the outside is still scratched. Very poor service and even worse customer service as in refusing to give any contact to *** ***** from my insurance asking and they’re refusing to acknowledge 
  
  
  
  Regards,
  
  
  
  ******** *****

  Customer Answer

  Date: 11/03/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20774440
   ******** *****

  **** **** ** *********** **** *****
  
  
  
  Regards,
  
  
  
  ******** *****

  

  Business Response

  Date: 11/06/2023

  We will refund the amount discussed.

• Initial Complaint

  Date:10/20/2023

  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.

  Purchased a 2021 Nissan Rogue AWD SV from Coughlin Nissan in Heath, Ohio on 6/27/22 and the vehicle did not come with 2 key fobs. Took my vehicle in to get the fob and it did not work. After multiple attempts to get the FOB to work it was determined that the NAts Antenna was not picking up key signal and was actually causing issues with the key fob that was working. Installed a new Switch assembly - ignition from NATS antenna and it did not fix the issue. I was told that Techline was contacted, and they told me that they would get back to me about a fix and at that time there was no fix available. When I took the vehicle back on Oct 11th, 2023, because of this issue I was told that the previous staff was all fired, and they lied to me about any work on my vehicle and that they did not really contact Techline for a fix. I told Ian that it was not my fault that I was lied to and that the previous staff did not fix my vehicle and that Nissan should make it right and fix the original problem that existed when I purchased the vehicle. I have taken the vehicle in multiple times (see attached) to get the problem addressed and have only been given the run-around instead of fixing the issue.

  

  Business Response

  Date: 10/20/2023

  The vehicle is in our shop currently and we are in touch with the customer. We are fixing the vehicle for no charge and offering 2 free oil changes for all the hassle.

• Initial Complaint

  Date:10/09/2023

  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.

  In May of 2023, I went to Coughlin Kia of Dublin, Ohio to trade in my Kia Sportage to upgrade to lease a newer Kia Sportage. I did the paperwork and when I drove off in the vehicle, I immediately did not like how it "handled". Within 15 minutes, I returned the Kia wanting my trade back. They said they would work with me on another lease and was successful. However, during the process, the first Kia lease was not canceled. I called relentlessly for 2 or more months and no one would return my calls. During this, the first Kia went into delinquent status and my credit score went from mid-740 to 640s.
  It was August before anyone would return a call. They were able to cancel the first Kia lease. But, severe damage has been done to my credit rating. Three weeks ago, a "general manager" said they were working relentlessly on how to repair my credit.
  In the meantime, my score continues to drop and no one from Coughlin Kia of Dublin will return my calls.

  

  Business Response

  Date: 10/09/2023

  We have been in communication with this customer.  His account was paid off on September 23rd to Kia.  It takes 30 days for this to report on his credit.  We are continuing to monitor and expect this to be resolved at the end of the month once the payoff closes out and changes to current.
  
  

• Initial Complaint

  Date:09/27/2023

  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.

  Audi s5 problems
  
  Steering is super loose.. hard to keep straight. If you hit a bump it will pull you to the other lane.
  (Control arms & bushings)
  (Clanks around while driving)
  
  Motor rattles on start up (timing chain guides)
  
  Rough idle (motor mounts, spark plugs, or pcv)
  
  
  Leaks and burns coolant and oil
  (Smokes from under hood)
  (Oil dripping from “fixed” valve cover gaskets onto exhaust manifold
  
  Refused to fix due to “not having enough knowledge on Audis at a Kia dealer”
  
  they brought it to me already running both times I drove it (test drive and after purchase) during short test drive I noticed the tires made lots of noise and figured that was the only thing needing replaced since I was told the car has had all issues taken care of. Shortly after leaving the dealership I arrived home to the car rolling smoke out from under the hood. I Went to take the car back the next day and upon the first start of the day the engine rattles like crazy for a few seconds. After the car warmed up I left to have it looked at. Upon arrival the general manager gave me a worksheet showing the work done and told me “the valve cover gaskets were replaced so the low oil and rattle is due to not enough oil in the heads.. add oil and see how it goes for the next few weeks. There are also fresh pads and rotors put on”. I was also told by the general manager “it was most likely old oil dripping off and to let the rest burn off or to take the car to a detail shop and have the engine bay sprayed out” (luckily I own one so it was free) after 2 weeks I was told to come back and have it looked at. When that time came I brought it back and it was still leaking with oil all over the entire motor, motor rattling, and a super rough idle. When I asked them to help me with fixing these problems I was told they wouldn’t fix the problem due to not having the education/skill to do so. They kept the car for a full week just to tell me they sprayed the entire engine down with brake cleaner and to come back in 2 more weeks to see if it’s still leaking. I drove the car for another 2 weeks and noticed the oil and coolant level were both low so I brought it back on Friday 9/22/23 and was told I would get a call Monday morning to get an update or come get the car. It’s now Tuesday the 26th and I’ve heard nothing. At this point I would just like my $4000 deposit and first payment back and to return the vehicle.. The entire time my temporary tags have been on the car it’s been at the shop. I’ve payed for this car that I haven’t even gotten to drive 10 times in the last month and a half I’ve owned it.
  Been up 4 times in the last month to get it fixed not including date of test drive and purchase and still have had nothing resolved. Have only had the car in my possession for half of my ownership. The last 3 days Monday September 24th - Wednesday September 27th I’ve tried to get ahold of the general manager Jared ward many times via phone calls and in person also having multiple employees from the business get ahold of him to speak with me and it seems to me like he’s trying to not come forward about selling me a clearly unsafe vehicle that they knowingly hid the problems on.

  

  Business Response

  Date: 10/02/2023

  We have reached out to Mr. ****** and agreed to buy his Audi back.  We will make the arrangements in the next couple of days.

  Please close this case. 

• Initial Complaint

  Date:09/15/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 8, 2023 we made contact with ***** ********, a "Professional Salesman" from Coughlin Motors concerning a Ram Promaster 2500 van. The advertisement clearly shows that a towing package and trailer hitch are listed in the equipment on the van. We purchased the vehicle and had it transported to Cleveland for a company vehicle. This van did not have the tow package or hitch that was primarily the reason for the purchase.
  I contacted the dealership to see what they would do to correct the issue. The reply was ": I am very sorry the van did not come with the equipment you were expecting. I've brought this to my managers attention and he politely asked if you could send an advertisement stating the van comes with hitch/towing package." By this time the advertisement was taken down from their website. Searching the internet I was able to locate the same advertisement on Carfax that had not been taken down. I then sent the copy of the advertisement to the dealership. We were told that since the vehicle was "only signed for after it was delivered, he (the manager) is saying there is not anything we can do to resolve this."
  We acted in good faith after finding the vehicle, accepting the asking price and providing payment within 24 hours. The dealership and ***** ******** acted in an unprofessional manner and participated in false advertising of the vehicle.

  

  Business Response

  Date: 09/18/2023

  We have reached out to the customers to make arrangements to install a hitch.  I believe we have reached a resolution.

  Please close this case.

   

  Customer Answer

  Date: 09/27/2023

  [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:09/13/2023

  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 bought a new nissan frontier from coughlin nissan on 9/25/22 within 2 weeks i started having problems with the radio and road sensors not working properly. I have had my truck back at coughlin nissan multiple times and each time im told that someone else (be it nissan or parts department or service) had dropped the ball. I am now over the millage to get the sensors fixed (which causes my cruise control to not work) so im told they cant do anything to fix that problem without me paying out of pocket. I have been told that the truck needs to be scanned in order to get the radio fixed but ive had it at coughlin to be scanned multiple times and have been told 3 times that my part was on the way only to then be told it needs to be scanned again to get the parts ordered. I am at my wits end and every person i talk to says they will get me taken care of only to be told later that someone else didn't do something right so i have to bring the truck back to be scanned again. I am at coughlin nissan typing this out right now at 12pm on Wednesday September 13th. I was told on the phone that i needed to come sign a paper because someone ordered the wrong part so it needed to be sent back to get the right part. I came to sign the paper only to be told that no part was ever ordered and my truck needed to be scanned again to get the process started to get my radio ordered. I have called nissan directly and they say coughlin has not done the things they need to do for nissan to fix my problems. Also i had 9 flat tires within 6 months of owning the truck and had to buy new tires because coughlin said there was nothing they could do about it. All 9 flats were from gravel going through the tread of the tires.

  

  Business Response

  Date: 09/14/2023

  The radio was ordered for him on 4/25. It is a restricted part on backorder with still no ETA. He’s been updated of that many times, Our service manager talked to him and explained we’ve upgraded the order to the highest priority but at the dealer level, that’s all we can do when it comes to backorders. I’ve provided him Nissan consumer affairs phone # to him previously but he has never contacted them because I would’ve received a case on it asking for the order details and his information, and I never have.
  
  He only has 3 visits in total:
  11/23/22 – 10,193 miles – Complaint of the forward collision light. Could not duplicate concern – system working as designed.
  2/22/23 – 24,086 miles – Oil change – no other complaints
  3/27/23 – 29,452 miles – Oil change – no other complaints
  
  We’ve never sold him a single tire nor does any RO have any tire concern ever. He was told today to bring the truck in to be scanned for the forward collision issue, not the radio.

  He needs to schedule a time to have the forward collision system diagnosed.

  Customer Answer

  Date: 10/09/2023

  I have been told the radio was ordered at least three times. However,  after the first time i was then told that i was told wrong and the truck needed to be scanned again. After the second time i was told that again it had not been ordered because they were waiting for Nissan to approve it. After the third time i was told that the wrong part had been ordered and i needed to come sign a paper so that it could be returned and the correct part ordered. When i came in to sign the paperwork I was told that nothing had ever been ordered. 
  
  I have most definitely had the truck back to coughlin more than three times. One time i got an oil change and have not even paid for it yet because the service manager at the time said she was leaving the ticket open so it would show in the system that the truck was still on the lot waiting for the radio and sensors to be worked on. 
  
  I have also called Nissan consumer affairs prior to my BBB complaint and was told by them that they had already approved my radio but coughlin had not ordered it yet.
  
  The only thing in coughlin's response to my complaint that i agree with is that they have not sold me any tires.I did talk to the service manager after i had 5 or 6 repairs in my tires and was told that because i had not bought the extra tire warranty there was nothing they could do except sell me new tires. They would not stand behind the tires that were on the truck when they sold it to me so i certainly would not buy more tires from them. I bought a set of 4 tires from a reputable tire shop in Zanesville and have had no flat tires since. 
  
  I also took the truck in to coughlin while the system fault warning was active on the dash so that they could scan it while it was on the system.
  
  I was told that i needed to schedule for an appointment to get my sensors looked checked again but that i was going to have to pay out of pocket because i was over the millage for the warranty that would cover that work.
  
  Sincerely
  ****** ******** 
  
  4d Foreman <[email protected]>
  11:07 AM (1 hour ago)
  to disputeresolution
  

  4d Foreman <[email protected]>
  Thu, Oct 5, 7:20 PM (4 days ago)
  to disputeresolution
  
  I came across this email that i had sent to manager Brian Artrip at coughlin nissan on may 31 talking about how i got a call to bring my truck back in and about calling nissan corporate. Corporate did call me back and thats when i was told that it had been approved by them and they were waiting for Coughlin to put the order in.
  
  ---------- Forwarded message ---------
  From: 4d Foreman <[email protected]>
  Date: Wed, May 31, 2023, 9:48 AM
  Subject: Dissatisfied customer Melvin Grimmett
  To: <[email protected]>
  
  
  Good morning.  I just wanted to send you a quick email. I bought a brand new Nissan frontier from your dealership roughly 6 months ago. I have had problems with my stero not working since the first month I had the truck.  I have been in to your service department multiple times to have it addressed.  The last time I had it in i was told that Nissan had approved it and they were waiting for the new radio to arrive. Yesterday I got a call from your service manager saying that you need me to bring my truck back in to get more pictures of the VIN number to get it approved to get the new radio. I have also had issues with the cruise control not working after hitting a rumble strip.  I was told that your service department had it narrowed down to 2 sensors but thay couldn't fix it until they could narrow it down to 1 sensor so that is not fixed either. I live this truck and I have up until this week told everyone who would listen to go to Coughlin Nissan and buy a frontier.  I didn't go to Nissan corporate and buy this truck, I bought the truck from Coughlin Nissan,  if Nissan wont fix it Coughlin should stand behind the product they sold and fix it. I am now telling anyone who will listen to avoid Coughlin and Nissan at all costs. I called Nissan directly yesterday, I am giving them the 3 days they said it would take to contact me back and then I will be calling the better business bureau and making a complaint about Coughlin and Nissan.  If you would like to call me and discuss any of this my phone number is 7404876835, you can't leave a message and I work so if I am unable to answer i will return the call when I finsh with the customer im working on.  

  
  to disputeresolution
  
  This is the original complaint on the radio and sensors and i called weekly to check on progress and drove the truck in unscheduled when having active faults but there was never paperwork as they said they just needed to scan codes or take pictures of it nit working.
  I also attached a screen shot of a text with our salesman within 15 minutes after leaving the dealership on September 13th of this year again showing the fault. 

  
  

  

  Business Response

  Date: 10/09/2023

  two things:

  1) Tire warranties are through the tire manufacturer not the ve4hicle manufacturer. Also, no one can control what and when someone runs over something in the road that causes flat tires

  ( he consumer stated he had nails or screws in them).

  2) we NEVER cancelled the order on the radio, Nissan did because there was not enough evidence to provided to them to warrant a replacement.

  He vehicle is scheduled back in on 10/19/2023 so we can diagnose the lane assist and adaptive cruise system. We told the customer that there would be no charge to do so.

  We are doing everything within our power to resolve all the current issues, however, we can only do what the manufacturer ( Nissan) will authorize us to do. I would suggest that the consumer files a complaint with Nissan Corporate on the radio concern. That way it is coming from the consumer and our dealership.

  *** *****

• Initial Complaint

  Date:08/25/2023

  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.

  The dealership has had my vehicle since the middle of May 2023. It took awhile but it was finally diagnosed after a tear down and the warranty inspector coming out that it was the engine . Then we hit multiple bumps .. then they said it was the starter , then the torque converter . Fast forward to 8/17/2023. I get a call saying my car is done so I drive to the dealership to get it . I get there with my kiddos with me to tell me they can’t let me leave with my car because all of a sudden it has no brakes and multiple lights on the dashboard are on . When the car got dropped off the first day it had brakes. Well the service manager Sean said they were gonna send it to Honda to see what’s going on . I receive a call 8/24/2023 saying Honda examined the car and these are kias service managers words “everything is wrong with it “. The car was bought less than 2 years ago. They car was not that messed up when it was bought and brought in. The Kia service manager never told me any of those problems existed from the time they had it may 2023-august 2023

  

  Business Response

  Date: 08/31/2023

  This vehicle was purchased from the previous dealer group that we purchased the store from (Celebration Kia) . We are currently working on trading her out of it and getting her another vehicle.

  *** *****

  Customer Answer

  Date: 09/07/2023

  [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:08/23/2023

  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 brought the car into the business on 7/20/23 for a recall, oil change and AC diagnosis. I advised Darren that the AC worked intermittently with it not working 90% of the time. I advised that I believed the issue was either a sensor or connection (or lack thereof). I was informed that the tech diagnosed the issue as the AC Auto Amp and the part was replaced. The car was picked up at 5:45pm on 7/28/23 from ******. My husband paid and was given the keys. He returned to the bay area and told ****** it didn’t work. ****** spoke to the tech and said “he didn’t know what to tell him”. My husband asked to speak with a manager and was told they were not there and refused to call a manager. ****** was asked how the issue would be remedied and his reply was that the AC Auto Amp wasn’t necessarily the issue and the part was replaced as part of the diagnostic, not as a fix. At this point my husband got upset and demanded a manager to be contacted. After another refusal by ****** to engage a manager, he was again told there was nothing to be done and as my husband was still speaking, ****** closed the bay doors and walked away, ultimately silencing my husband for any further conversation. The car was not fixed although Coughlin Nissan charged $736.36 for AC repair. I was told by Darren that the AC Auto Amp was the issue and ****** said after “repair” and payment was made that the dealerships employees were aware that the issue was not fixed and they guessed. I believe the tech acted in bad faith by not replacing the part and by putting on the invoice “AC working as designed at this time”. I believe ****** purposefully did not engage management in the hopes we would go away, was rude and could not deal with a basic customer complaint. I have never had issues like this with any auto repair and trusted the Nissan name to be experts in getting my car fixed. Instead, I believe I was ripped off. I would like a full refund. Invoice 6738519/2.

  

  Business Response

  Date: 08/25/2023

  We apologize for the way this was handled. We will certainly address how it was handled with ******. Our service director Brian Artrip has left the customer a voice mail. We will get the vehicle back in and get it fixed correctly.

• Initial Complaint

  Date:08/18/2023

  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 a certified KIA Soul the end of April 2023. I’m very happy with my purchase however, on my first oil change I was informed I needed front brakes. My oil change was late August. Over the last few weeks I have attempted to call Coughlin KIA. I have talked to salesman that said they would leave a message for my salesman. I have not had a return call from them. When I bought my car it was because my paid off car was totaled. I told my salesman Mr Coughlin I needed a car I could rely on. I informed him it would put me in a bind and I could only afford regular maintenance. When I got my oil changed I was informed the rear brakes had been changed. I realize I’m a senior lady but it comes to mind Why would they change half of them.? They were on the car exactly the same amount of miles. So here is where I’m at. I believe the front brakes should be replaced. Since I have made several attempts to contact them without as much as a return call where, they may have made this clear to me. I do feel taken advantage of because I’m an older woman. I certainly have a bad taste in my mouth for this kind of service I was promised the moon and had to beg to get my full tank of gas and 2 oil changes. I live social security check to social security check. Certified? Thank you for your service

  

  Business Response

  Date: 08/23/2023

  We have reached out to Mrs. ******* and agreed to fix her brakes free of charge.  

  Thanks,