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 Automotive of Circleville LLC

  24001 US Route 23 S Circleville, OH 43113

  
• 

  Coughlin Cars.com of Heath, LLC

  2360 Hebron Rd Heath, OH 43056-1033

  
• 

  Coughlin Chevrolet Buick GMC of Chillicothe

  1221 N Bridge St Chillicothe, OH 45601-1853

  
• 

  Coughlin Ford of Heath

  500 Hebron Rd Heath, OH 43056

  

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

• Initial Complaint

  Date:08/07/2023

  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 cancelled my extended warranty and GAP insurance with National Auto Care on June 13, 2023. I was told by National Auto Care that my money was sent to Celebration Kia, which has went out of business and changed to Coughlin Kia. I obtained an email for someone with Celebration Kia to obtain information about my refund. I sent my initial email on July 17, 2023, my second email on July 24, 2023, and my third email today. I have not had any response back at this time.

  

  Business Response

  Date: 08/09/2023

  We have reached out to Celebration Kia on behalf of the customer and they have mailed the refund check last week.  The customer should have also received an email from a Celebration representative about her refund.  

  Thanks,

  Customer Answer

  Date: 08/10/2023

  [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:07/10/2023

  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.

  There are two parts to this story.
  1. During the sale negotiation they gave me a number that included gap insurance. I let them know that I did not want Gap, they removed it. I go back to financing to sign the paperwork. Finance manager, ******, has me sign on an ipad. Looking back, I should've made him print it all out because it turns out that since I lived out of state they didn't collect taxes and put back in $1,200 GAP insurance. It made numbers look the same since taxes would've been similar cost. Looking over paperwork next morning and I realize the taxes weren't collected and GAP was added.
  I call ******, he says there was a "misunderstanding" with my sales rep about Gap but that we could VOID it. Later, I call the policy holder - AllState to see when to expect the refund, they say because it was voided that the policy was never funded by Coughlin Kia and that I would need to call the dealer to get my money. I called ****** and he just circles around and says "oh I didn't mean that, I meant this..." over and over. Which leads me to part 2.
  
  2. In that conversation above, ****** said I overpayed my down payment. He was correct as I forgot I took $1,000 out of another account and brought in cash. He said they would issue a check. I appreciated the honesty. A month later, no check. I call on 6/30 and ****** said he would look into it and call back. No call back. I follow up on 7/7, he says he'll look into and text me. I call the title office myself and they said ****** never sent over a check request. They call ****** and issue the check and I receive the NEXT DAY!
  
  It's 7/10, I talked to ****** and let him know I got the check for overpayment. He lies and says they sent one check before. I asked about item 1 and says he's done all he can do and I need to call the lender now. Wells Fargo says they received no communication or paperwork from the dealership.
  
  I just want my $1,200 I paid back! I don't care if it's a check or credited toward my loan!

  

  Business Response

  Date: 07/11/2023

  We apologize for all the trouble with this. The situation was not handled correctly on our end, we are sending the customer a check today for the requested amount.

  Thank You,

  *** *****

  Customer Answer

  Date: 07/19/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20298826
  
  
  
  I am rejecting this response because: they said it would be overnighted on 7/11. I still have not received anything in the mail. I followed up one week later to allow for mail delays and they were trying to find the tracking. I followed up again yesterday on 7/18 and have not heard anything back. 
  
  
  
  Regards,
  
  
  
  ***** ******

  

  Business Response

  Date: 08/01/2023

  I have spoke with Mrs. ****** and she has received the $1,000.00 overpayment and the GAP refund was sent to the bank on July 13, 2023 to credit her loan.  I am checking on another issue and will make sure Mrs. ****** has my information if she needs anything else.

• Initial Complaint

  Date:06/29/2023

  Type:Billing 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.

  In February of 2022 I was having issues with my vehicle that I purchased from Mathew’s Ford. I was unsure of what the issue was , but I was told it was either the internal clutch or the transmission control module and these issues would not be present on a traditional diagnostics test. I then called the dealership and explained the issues to someone from the service department. I was then told they could run a diagnostics test on both parts and I would need to pay for the service. I went through with this and paid for the testing. The dealership then told me BOTH parts were tested and I would need to replace the TCM but the clutch was fine. I was told I would need to wait 2-3 months max for this part. I then waited 13 months for the part and once finally replacing it, I was told the clutch needed replaced and that it was never actually tested even though I paid for it to be tested. I then asked to speak to the GM twice and was told no and then sent to the service manager who claimed to be the GM but wasn’t. The dealership then told me multiple lies and now refuses to cover the additional repairs after I waited 10 months additional for my part. They then refused to cover the repairs for the parts they claimed to have tested that I paid for because they are now lying and saying they never tested it even though that’s part of what I previously paid for. They continuously ignore my phone calls and have been very rude and have refused to finance me in order for me to get a working car again, but won’t cover the cost of the repairs either. They refuse to direct me to the general manger when I’ve asked multiple times now and they keep insisting that since my car is a 2014 it’s not worth them covering the repairs even though they are at fault, but continuously ask em to trade it in to them and purchase another vehicle with them. They have handled this VERY unprofessionally .

  

  Business Response

  Date: 07/25/2023

  Business stated that the bill for the service has been resolved.  As well, consumer said they would request that BBB not publish this complaint.  Please let BBB know.

  Customer Answer

  Date: 08/06/2023

  I spoke to ***** *****, the General manager of the dealership. We reached an agreement for me to resolve this complaint . Once resolving this, I was advised that I now owe nothing to Coughlin ford and may come get my vehicle. 
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ****** ********

• Initial Complaint

  Date:06/26/2023

  Type:Customer Service 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 vehicle from coughlin of marysville and owed less than my vehicle was worth and was due a refund over 2200 from the dealer, I was told my money would arrive within 4 weeks and after 6 weeks i called to find out what was going on and nothing was ever set in motion to issue my refund and they said there wasn’t anyone in finance that could issue me my money and it would be a few day days till they could do anything about it after back and forth and clear anger by me they transferred the money to my account. Several months later I wasn’t a fan of the vehicle and wanted to go back to a truck and I canceled the gap insurance through the dealer, I have emails back and forth between a finance person confirming when the cancelation happened, I preferred to talk on the phone but always got the voicemail when transferred. I was told at the cancellation it would take 6-8 weeks to receive my refund and after 8 weeks I emailed my upset concern to the person I was dealing with that I still haven’t received my refund and he replied that he checked and now all of a sudden it’s normally 10 weeks to process the refund and it’s on the way, it’s now been 12 weeks and I have not received my money and they are no longer replying to my emails, this company seems they hope that the customers forget about there refunds and don’t want to pay, I had issues with them paying what is owed to me two times over the same deal I imagine they have screwed over many people or elderly people that just forget about it

  

  Business Response

  Date: 06/28/2023

  We have Mr. ************ check ready to be sent and will overnight to him.  I have contacted the customer and made him aware.

  Thanks,

  Customer Answer

  Date: 06/28/2023

  [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:05/18/2023

  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.

  At the time of signing for my loan I was talked into an additional warranty coverage that added 7k to my loan, within 12 hours of signing this I emailed to cancel this additional coverage. This was on April 4, it has still not been deducted from my principal loan amount I've been getting the run around for weeks and paying interest daily on this coverage I requested to be canceled. I just want my loan amount to accurately reflect this change and be backdated to April 4 when this was requested in writing.

  

  Business Response

  Date: 05/19/2023

  The check was cut and sent to the Bank on May 5th.  It can take up to one month for processing.  We have called the customer and gave them an option to have the check sent to them to forward to the bank if she feels more comfortable with that. 

• Initial Complaint

  Date:05/14/2023

  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 ordered my dream 2022 F150 Power Boost from Coughlin Ford Heath to tow a family travel trailer. ***** *******, my sales person assured me multiple times this F150 would meet my towing needs. Just slightly over a year and 21,000 miles since I picked the F150 up I’ve had nothing but multiple electrical/mechanical problems AND BOTH AXLES REPLACED.
  
  Even ***** ******* and the Service Manager of Coughlin Ford Heath agreed with me when I told them I don’t feel the F150 is safe to put my family in and tow a trailer. Each told me they wouldn’t either. I’ve had to bring it back to Coughlin Heath a half dozen times since my purchase because of the dashboard lighting up with amber warnings of electrical/mechanical issues that needed to be repaired.
  
  In the last two weeks alone I’ve had to bring the F150 back to Coughlin Ford Heath twice because the dashboard lit up with warning lights AND the truck stalled out on me twice while driving in traffic, once while I was turning in the middle of the intersection at rush hour!!!!
  
  I brought it in the first time it stalled and among other issues they had to replace the rear axle because a bolt had broken off. 21,000 miles and they have to replace the rear axle? Not more that a week later the same thing happens but this tine the truck started ‘bucking’ like a kid was trying to learn a manual transmission for the first time. As I write this my dream truck is sitting at Coughlin Ford Heath waiting FOR A NEW FRONT AXLE to arrive. I’m not sure how many other sensors they have to replace again this time.
  
  I have in my hands a window sticker ***** ******* printed out of a 2023 F150 priced at $81,035.00 that she tied to up-sell me into. She said that was the best Coughlin Ford Heath could do for me. This was the “service” they offer. When my salesperson and Service manager both tell me they wouldn’t put their families into this lemon that’s the solution Coughlin Ford Heath offers.
  
  DO NOT BUY FROM COUGHLIN FORD.

  

  Business Response

  Date: 05/15/2023

  We cannot exchange a vehicle because it has warranty issues that need repaired. If the customer would like some type of trade assistance that would have to go through Ford not the dealership. Im not sure why the comment was made to never buy from Coughlin, we didn't build the vehicle. We only sell and service them. We will perform all work while under warranty at no cost to the consumer and we will also provide alternate transportation if the customer qualifies for it.

  Customer Answer

  Date: 05/16/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20056614
  
  
  
  I am rejecting this response because: it does not address my complaint in the least.  In fact it’s another example of this dealerships inappropriate and underhanded business practices.  Their website claims to treat their customers like family is patently false in this case.  If this is how they treat family be glad you are not part of the Coughlin family.1) I NEVER asked for a replacement vehicle not once, I’m not stupid who would expect that.  The only reason I picked that term in filing the BBB complaint is because I didn’t see any other choices in the drop down box that covered this situation and a replacement truck is the closet thing to what I ultimately want: a truck that I can believe will safely transport my family.  That’s what anyone would want.  I never asked for or expected a free replacement truck. 2) I think everyone knows the dealership doesn’t manufacture vehicles.  3) They love warranty work because Ford pays them for such work.  Coughlin Ford sure has made a bunch of money off warranty work on my truck.  I’m certain if the truck was out of warranty they would be using that as another excuse for their behavior. 4) The ONLY OFFER OF HELP they made to me was to try and upsell me to an $81,000 2023 F150 which so happened to be the vehicle I had discussed earlier with my sales person, telling her  that if I had to do it all over again,  these are the features I would want.  Imagine my surprise when she handed me a printout (that I still have) of the window sticker of that truck that their Pataskala Ford dealership already had on order. Everything down to the same exact color!!!  And she could put me into it.  Isn’t that amazing? Just before I walked out for the last time I asked her ‘******, is this the best you guys can do for me?’  And she said ‘I’m sorry but yes’. 
  

  Not once did ****** ******* or anyone else at Coughlin Ford have any other offer of assistance including informing me about the Ford Buyback program.  I found out about that program after spending several hours trying to learn about the Ohio Lemon Law.  After calling several Ford Corporate numbers on Saturday afternoon and discussing my displeasure with both my truck and Coughlin Ford this nice lady began explaining the Ford Buyback Program with me.  I had never heard of this program before.  I didn’t know it existed.  I have never in my life had such a terrible experience with a lemon vehicle so I would have no reason to know.  I heard of lemon laws before of course, my guess is everyone has.  If Coughlin Ford or the BBB would like a transcript of my conversation with Ford they are welcome to it.  You might even be able to listen to the recording which ii readily gave her permission to do. I have absolutely nothing to hide from anyone  because everything I have said to anyone about these issues is 100% accurate and truthful.  I’d be happy to sit in front of a jury or arbitration panel under oath and allow anyone to ask me anything.  They will be able to judge my character, candor and honesty for themselves.  

  I'm certain the reason Coughlin Ford never told me of this program was because they wanted to upsell me to the $81,035 2023 F150 that their Pataskala stored magically had on order!!!  Coughlin Ford had no interest in me or the safety of my family although the Service Manager and ****** ******* (trying to upsell me) both agreed they would not put their families into this truck.  On the other hand, the Service Manager is a man of integrity.  He cares about the services he provides.  I first talked to him over the phone a week or two after I picked p truck.  I was coming home from a business trip to WV and a multitude of warning lights were going off and a constant ding ding ding accompanied me the next couple of hours.  Even though he was very busy Jamie told me to stop by on the way home and he would check it out.  I’ve gotten to know him through my many visits to the Service Center.  More than once I was hot under the collar and Jamie maintained his composure and treated me with respect.  He is a Coughlin Ford employee I have the utmost respect for.
  

  I could add some more things but I won’t.  Some have asked if I’ve talked to the Licking County Prosecutor’s office or the Ohio Attorney General’s office about Coughlin Fords sales practices. I don’t know if they get involved in those things or not.  But one thing I know without hesitation is that Coughlin Ford owes me a sincere apology.  Not more excuses for their unprofessional and unethical conduct.

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

  

  Business Response

  Date: 05/18/2023

  I apologize that Mr. ***** is having such a bad experience with his truck.  We have been in contact with him on several occasions trying to assist him.  At this point I do not know what else we can do other than provide the documentation for his Lemon Law claim to Ford which we have done.

  We hope that this gets resolved quickly for him.

   

  Customer Answer

  Date: 05/19/2023

  [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:04/17/2023

  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 April 12 2023 called coughlin kia of lancaster about an issue with my vehicle spoke with the service manager who scheduled a diagnostic Thursday at 7 am. Paid 120 bucks out of pocket to have it towed Wednesday. Thursday April 13 2023 called in at noon to check status since I haven’t heard anything no answer left voicemail no call back. Called several more times got someone who said there to busy tomorrow it will be checked out. Waited till noon Friday no call, called them four more times no answer no callback after leaving voicemails. Showed up in person on Friday at 3 pm no cars being worked on bays empty asked for a manger advised he went home early for the weekend asked about my car havent even looked at but will have an answer later that day or Saturday by noon. No call Friday no call saturday. Called Saturday two times no answer in service. Today Monday called three times no answer no calls from dealership asked to speak to someone higher up for their voicemail. Now I had to call off work several days due to their lack of attention and honoring their appointment time. I demand my vehicle be repaired and the company be penalized by better business bureau due to there lack of customer service and respect to there customers

  

  Business Response

  Date: 04/20/2023

  We have been in contact with the consumer and are working with the manufacturer to get them to assist in the repairs needed. We have apologized for the short staffing and lack of communication and assured the customer it will not happen moving forward.

  Customer Answer

  Date: 04/28/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19945347
  
  
  
  I am rejecting this response because: 
  
  The dealership started to communicate better but once the Google review was removed all communication and respect was back out the door. I was told I would receive follow up calls on two different days and did not get them. The head manager stopped calling me everyday. I have been spending every morning calling and following up with everyone and doing everyone’s work for them. Coming up on a month of waiting and still no end in sight. Repair company needs quotes and requests that were already provided but for some reason need them again now kia part website is down and unsure of how long it will be to get back up and can’t work with the repair company to figure out alternative. Manager said he’s been on the phone for hours waiting on warranty company and has other work to do so he can’t be waiting on them. Seems like I the consumer are an inconvenience to everyone as I sit here without a vehicle for weeks and losing income at the expense of some million dollar companies. And best part part hasn’t even been ordered yet so probably another two weeks once they get a website back up and running. A shame and embarrassment all around for everyone involved. Coughlin got what they wanted bad reviews removed and the customer gets put back in the dumpster 

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

  Customer Answer

  Date: 05/05/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19945347
  
  
  
  I am rejecting this response because: the dealership has finalized options for me at this time. The results are not satisfactory due to the engine being on back order with no estimate on arrival from the dealer or kia themselves. I am unable to trade vehicle in due nothing in inventory with a positive equity due to market. At this time going to put engine on order and wait the months to years for it to come in. Will also get legal representation in the matter due to the situation and let the courts handle who’s at fault for what. Thank you 
  
  
  
  Regards,
  
  
  
  **** *******

  

  Business Response

  Date: 05/05/2023

  We cannot control the decisions made by Kia or any parts delays from Kia. We are at theoir mercy just like the consumer. As far as legal representation at this point we want to close the case and remove ourselves from any correspondence if that is the route the consumer wishes to take. Any attorney would know that the dealer is indemnified by the manufacturer. I would suggest contacting Kia's legal team moving forward.

• Initial Complaint

  Date:03/07/2023

  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.

  On January 9th, 2023 I surrendered my 2022 Kia Seltos back to Celebration Kia which is now Coughlin of Kia in Dublin, Ohio. The seltos I had purchased from them was a lemon. I cancelled my extended warranty and gap warranty on January 3rd prior to surrendering my vehicle. I contacted Ally which was my loan holder who told me to contact National Auto Care which is who my warranties were through. National Auto Care told me that since the loan was paid off the money went back to Kia and Kia was to disburse my check. I have been chasing answers down since the week after surrendering my vehicle and the only thing that I am getting back from Kia is that there has been a mix up between them changing to Coughlin of Kia. I contacted Coughlin Consumer affairs that stated they purchased inventory from Kia and that they have nothing to do with their prior accounts. I am due back money and as the customer that had absolutely no control over this entire terrible situation from the time my seltos had 6,000 miles on it moving forward, the LEAST Kia could do is give me the money that is owed to me so I can wipe my hands clean of this situation and move on.

  

  Business Response

  Date: 03/09/2023

  Celebration Kia has processed this refund and has been in communication with the customer.  Refund is sent and customer has information to call in the event she does not receive.

   

  Thanks,

• Initial Complaint

  Date:03/01/2023

  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 purchased a brand new 2022 Kia Telluride in March of 2022 from Coughlin/Celebration Kia. The vehicle had been driving fine with the exception of an occasional issue with the front parking sensors. At some point one of the fog lamps came lose so when my wife had it in for its 8,000 service at our local Kia dealership she had them check the sensors and fog lamp. The mechanic informed her that he could not fix the sensor or lamp due to the "extensive repairs of prior damage". We have never been in an collisions or accidents so it was a huge surprise to us. The mechanic took pictures and documented the repairs saying it likely happened on the dealership's lot or when it was in transit but there would be no way Coughlin's mechanics didn't notice the issues when they were prepping the car for sale. To replace the bumper and sensors they quoted $2,000-$2,300 because it was beyond repair and needed full replacement for everything to work and be warrantied. I immediately called Coughlin to find out how they sold me a damaged car without disclosing it and they said there was nothing showing up on the carfax and it wasn't possible their dealership would have ever sold a repaired car. The manager said he would do some research and call me back the following day. I offered to provide the contact information of the mechanic at my local Kia as well as the pictures he sent but they said it wasn't necessary. It has now been a week and despite calling back and leaving a message I still have not had any updates from them or offers to solve my problem. It was the height of new car shortages so I'm not surprised they pulled a dirty trick like this but I'm very shocked and disappointed they are now going to force me to go legal to get it resolved. Don't do business with them.

  

  Business Response

  Date: 03/06/2023

   

  Mr. ****** purchased his Telluride from Celebration Kia in March of last year.  Mr. ****** called ****** ****** 10 months later to report that the vehicle was damaged prior to being sold.  Mr. ****** researched the vehicle and found no evidence of damage.  The only service Celebration performed was the Pre-Delivery Inspection and installation of a roof rack.  The Telluride arrived on March 22nd, was prepped for sale on March 25th and sold March 27th.

  This purchase was done prior to Coughlin's acquisition of Celebration and there is no notation of damage on the vehicle.  

  Customer Answer

  Date: 03/07/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19520395
  
  
  
  I am rejecting this response because: 
  It is directly contradicted by Kia trained and employed mechanics. It doesn’t even deny that they sold me a damaged car only that there is no record of the damage. 
  
  
  Regards,
  
  
  
  **** ******

• Initial Complaint

  Date:02/27/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/27/2023 I had an appointment at Coughlin Ford in Heath, Ohio to have recall work done on a vehicle. I was told it should not take longer than 1 hour when I made the appointment by phone. Upon my arrival the staff asked if I was just dropping the vehicle off and I said I was told it would only take an hour and that I would just wait. I was informed that no mechanics would even be in till 08:00 and my appointment was for 07:00. I was then told that the issue could take 3 to 4 hours. I then stated that information would have been nice to know ahead of time. The guy assisting me said well it was not his fault but I could wait as long as it took. I don't believe their customer service has the customer in mind and it appears to me that they are so big of a company that they really don't care. Just want other customers to know this is how they do business and they were not very polite.

  

  Business Response

  Date: 02/27/2023

  Our service director will be reaching out to him right away.

  Customer Answer

  Date: 03/07/2023

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

   

  (614) 374-0711

  smith, jeff 19503093

  Coughlin Automotive Group

  Mar 7, 2023 12:05 PM