Complaints

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

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  Cole Automotive Group, LLC

  Rt 460 Green Valley Ste 5 Bluefield, WV 24701

  
• 

  Cole Automotive Group, LLC

  Rt 460 Green Valley Ste 4 Bluefield, WV 24701

  
• 

  Cole Automotive Group, LLC

  Rt 460 Green Valley Ste 5 Bluefield, WV 24701

  
• 

  Cole Automotive Group, LLC

  Rt 460 Green Valley Ste 2 Bluefield, WV 24701

  
• 

  Cole Automotive Group, LLC

  Rt 460 Green Valley Ste 1 Bluefield, WV 24701

  

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:04/03/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a 66 disabled senior citizen in a wheelchair on SSC. My wife is also disabled and receiving SSI. From the time we pulled up on the lot they were out to get her truck it was paid for. Trucks was up at the time. As professional people they knew that we could not afford the payments they had stuck us with. They kept pressing to lock it down the first day, And then they had us to sign a lot of papers. They put us in $43,000.00 with ******* *** ****, on a 12 year old vehicle even after we had told them we were on SS and what we got paid each month. 548.00 for 72 months Three of them one after the other were relentlessly over us to lock down the vehicle I'm in poor health they helped put me in my wheelchair and they pushed me into their office and pressure me knowing I couldn't sit there for a long time. We both have a lot of doctor appointments. They knew if anything happened to either one of us the other one could not keep the vehicle. They sat up plan to use that vehicle to steal the truck from us.. I believed that they have done this before because when they had almost sign for a Nissan that had four previous owners. Because it the only paper they spoke about us signing.

  Business Response

  Date: 04/05/2024

  Please see attached response letter.  Let me know if you need anything else.

  Thanks,

  ***** ****

• Initial Complaint

  Date:03/21/2024

  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.

  I bought a 2015 Chevrolet volt I paid down 2000 I didn’t know it was a hybrid/ gas car they didn’t even ask me if that was what I wanted I’ve had the car 6 months now there is lights coming on showing engine light so I took it to them they said nobody is allowed to touch these electrical cars or work on them I’ve even been to several Chevrolet dealers they say the same thing what my car needs is to be put on a computer and the codes reset but nobody will touch it and they said I won’t be able to plug it in and charge it so how can they sell me a car they can’t fix I spent all day running around trying to get somebody to help me with this car I’m paying 370 a month on it and can’t be fixed I want another car with gas not a hybrid that nobody can’t fix can you help me

  Business Response

  Date: 04/16/2024

  I am writing in response to the complaint filed by **** ***** regarding her purchase of a 201 5 Chevrolet Volt from Cole Automotive Group. We take customer satisfaction very seriously and appreciate the opportunity to address her concerns.
  

  **** ***** purchased a Chevrolet Volt from our dealership on August 21, 2023. On March 15, 2024, she contacted our Kia service department regarding a Battery Management System Light appearing on her dashboard. Our service representative, **** ******** advised her that our facilities lacked the necessary tools to diagnose the issue and recommended she visit a Chevrolet dealership for proper diagnosis.
  

  Upon learning of **** *****'s dissatisfaction, I personally contacted her on April I , 2024, to discuss her concerns. She expressed frustration due to the inability of both our dealership and local Chevrolet dealerships to address her vehicle's issue. To rectify the situation, we located ****** ********* ** *************** **, which was authorized to work on electric vehicles, and arranged an appointment for April 3, 2024.
  

  After diagnostics at ****** *********, it was determined that the Volt required a battery sensor replacement, totaling $632.19. Despite the vehicle being out of warranty, we made the decision to cover the cost of the repair as a gesture of goodwill towards **** ***** for her loyalty to our dealership.
  

  The repair was successfully completed by ****** ********* on April 8, 2024, and **** ***** picked up her vehicle on April 10, 2024. We are pleased to report that the issue has been resolved to her satisfaction, and she expressed her gratitude for our handling of the matter.

  At Cole Automotive Group, we are committed to providing excellent customer service and ensuring that any issues are addressed promptly and satisfactorily. We appreciate **** *****'s business and value her as a customer.
  Please consider this matter resolved from our end. If you require any further information or assistance, please do not hesitate to contact us.
  Thank you for your attention to this matter.

• Initial Complaint

  Date:10/19/2023

  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 October the 12th my wife and I stopped to look at a 2022 ****** ****** pickup. It had roughly 9760 miles on it. We talked to the salesman for a few minutes and discussed the sale price of $ 43,896. We were upfront about the price and clearly asked what was the bottom dollar? The salesman had to talk to the manager. I clearly asked was going to pull my credit report. He said well if you want to buy we will. I said only if the number is right. We could not agree on a number. So we left. When I got home I checked my credit report and they had pulled my credit a total of 12 times. When I asked them why? The salesman said we were just trying to get you a good deal. Pulling one's credit report that many times only does damage. We had no idea what they were doing. This completely blindsided us. We had even agreed on a price yet. Then we received a letter in the mail from one of the creditors and it said that they submitted a loan amount of 47,000 plus. this was more than the asking price. Wrong all the way around. I want my credit fixed. I will not be doing any business with the dealership in the future. Absolutely no communication.

  Business Response

  Date: 10/30/2023

  ****** ***** and
  his wife came in on 10/12/2023 to look at a 2022 ****** ******. They were
  greeted by our sales rep who went over the truck and took them on a test drive.  Once the ****** got back from the test drive,
  they were introduced to our sales manager. 
  Mr. ***** said that they liked the vehicle, and they were ready to buy
  it if the numbers were agreeable. After talking with the manager about the truck
  they went with the sales rep to get all their information entered into the
  system. Once inputted, the sales rep printed a credit application and had Mr.
  ***** look it over to make sure everything was correct and had him sign it. The
  sales rep then took that information to the manager to have the manager work on
  getting an approval for the vehicle and the ****** waited patiently while we worked
  on getting the banks to respond. We sent the application to several lending
  institutions to get the ****** the best interest rate possible.  Once we had the best approval, we went over
  figures but were unable to come to an agreement on price.  Unfortunately, there was miscommunication with
  the sales rep and manager about not submitting Mr. ******* information until the
  figures were agreed upon.  Once we received
  Mr. ******* complaint, we reached out to try and resolve the issue.  On 10/20/23 Mr. ***** came back in, and we
  were able to work out an agreeable price and he ended up purchasing the same
  day.  Mr. ***** is now satisfied, and the
  issue is resolved.  If you need anything
  else from me, please don’t hesitate to reach out. 

• Initial Complaint

  Date:07/24/2023

  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.

  On May 1, 2023, we purchased a 2019 Chevrolet Traverse from Bill Cole auto mall in Ashland, KY. We purchased this car for $34000. Since we have had it, it has been in service six times. Within two weeks of having it, we had to have a shifting issue fixed. They were not totally honest with us when they sold it. The guy who sold it will not have anything to do with me if I call or go to see him. They just keep saying the warranty will cover it.

  Business Response

  Date: 07/31/2023

  To whom it may concern,
  
  Leigh ******** purchased a 2019 Chevrolet
  Traverse from us on 05/01/2023.  The
  following day she brought the vehicle back in due to a check engine light and a
  start stop issue.  Our service department
  was unable to duplicate the issue and our diagnosis equipment read there were
  no issues.  The following week she brought
  the Traverse back in for the same start stop issues.  At this point we took the vehicle to a Chevrolet
  dealership to use their Chevrolet specific diagnostic equipment.  Mrs. ******** was headed on vacation that week,
  so we loaned her a Nissan Armada for her trip at no cost.  While on vacation the Chevy dealership replaced
  a module that should’ve fixed the start stop issue.  Mrs. ******** returned from vacation the following
  week and picked up her Traverse.  She drove
  it for a few days without issue but then the start stop issue returned.  Unbeknownst to us, over the next five or so
  weeks, Mrs. ******** took her vehicle back to the Chevrolet dealership for the
  same start stop concerns, but they were never able to fix it.  Ultimately, they concluded that the battery
  was leaking acid and had ruined the fuse box. 
  The fuse box was replaced under warranty, and we covered the cost of a
  new battery.  On July 24th Mrs.
  ******** brought her vehicle back in with another check engine light on.  At this point we felt it best to try to
  replace the vehicle with something more reliable.  After a few days of exploring options, we were
  able to upgrade Mrs. ********** vehicle to a 2020 Ford Explorer, lower her interest
  rate, and keep her payments within five dollars of where she was previously.  Mrs. ******** was very pleased with the new
  Explorer and now all issues are resolved.
  
  If you have any questions or need
  additional information, please do not hesitate to contact me directly at
  (304)327-0511 or email me at *****************************.
  Best Regards,
  Jason Cole
  Executive Vice President
  Cole Automotive Group

• Initial Complaint

  Date:10/14/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a BBB complaint against Cole Automotive Group for their unethical business practices in regards to the handling of my vehicle’s warranty. I have been lied to and mislead by numerous employees from multiple departments within Cole Automotive Group and I have had to resolve the issue myself. My vehicle has been in their shop since June of 2022 awaiting a new engine covered under ******* Warranty offered through the “Bill Cole Advantage.” I was told my vehicle was not covered due to lack of service records (which I disproved by showing them all of my records). Then, I was lied to again by Cole stating my mileage was too high (which is also false because it is a lifetime warranty). I am expecting Cole Automative Group to do the right thing and actually giving some kind of effort to help me.

  Business Response

  Date: 10/20/2022

  On June 15th, 2022 Mr. ******* brought his 2016 Kia Optima with 178,000 miles in needing an engine.  When Mr. ****** purchased the Optima from us in 2016 we included lifetime powertrain coverage at no cost to Mr. *******.  All warranty coverages require that you maintain your vehicle, and since Mr. ******* didn't service his vehicle with us, he had to provide proof of maintenance.  The proof he provided had a maintenance gap from 50,000 to 113,000 miles, so the warranty company wouldn't approve coverage without showing maintenance during that time period, which we informed Mr. *******.  On August 7th, 2022 Mr. ******* emailed the missing proof of maintenance needed and we sent it in to the warranty provider.  The warranty provider was slow to respond so Mr. ******* reached out to them and they approved his claim.  On September 8th 2022 the engine was ordered but it was on backorder.  On October 19th 2022 we were able to lock down an engine with only 16,000 miles and it should be here next week.  As soon as the engine is here we will move Mr. ******* to the front of the line to get the repair complete.  Our general manager Lee Cole has been in contact with Mr. ******* and he will personally stay on top of Mr. ******* repair until complete.  

  If there's anything else I can do please do not hesitate to call me at ************ or email me at *****************************

   

  Best Regards,

   

  Jason Cole
  Executive Vice President
  Cole Automotive Group 

  Business Response

  Date: 11/08/2022

  We received the engine we were waiting on on for Mr. ******* on October 26th.  We got Mr. ******* vehicle in the shop as soon as the engine was here, repaired the vehicle, and then detailed it as well.  Mr. ******* picked his vehicle up on October 29th.  I do not know what Mr. ******* is referring to on letting the vehicle go back to the bank.  I know Lee Cole went over different options he had throughout this process.  I just spoke with our service manager and he said Mr. ******* was happy with his vehicle and everything is good to go.  If you need anything else from my please don't hesitate to reach out.  

  Customer Answer

  Date: 11/08/2022

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  
  

  Regards,

  
  

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

• Initial Complaint

  Date:08/23/2022

  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.

  My daughter **** ****** purchased a 2015 ***** ***** from Bill Cole Auto Mall on Sunday, August 20, 2022. She told them on more than one occasion that she did not want to purchase an additional warranty but was charged $1650.00 for one. She was told that the car came with ******** but was not informed of a charge of $399. The finance manager pointed the PIN number out from across her desk but never advised there was a charge for it. We tried to return the car the next morning but they would not let us.

  Business Response

  Date: 08/29/2022

  **** ****** came to the dealership with her mother on the afternoon of August 21, 2022, requesting to look at a 2017 ***** ***** we had for sale.  She test drove the vehicle and liked it, so we proceeded to go over figures.  Unfortunately, the payment was too high for her on the 2017 ***** so we showed her a 2015 ***** ***** that would be closer to the payment range she was looking for.  She test drove the 2015 ***** and we worked figures on it when she returned.  The payment on the 2015 ***** was still roughly 50 dollars a month too high for her.  At that time Ms. ****** committed to buy the 2015 ***** if we could cut the payment 50 or so dollars a month.  We then cut the deal, discounted the price on the extended service contract, and were able to not only get to her desired payment, but also keep the extended service contract coverage as well.  Ms. ****** knew that she was purchasing the extended service contract and left a happy customer.  She also had to return the next day to drop off additional required documentation and had no concerns at that time.  Then a few hours after dropping her documentation off Ms. ******'s father called in and spoke with our sales manager and said she wanted to return the vehicle because she didn't want to purchase the extended service contract.  The sales manager told him we could cancel the service contract and she'd get 100% of it back.  A few days later our general sales manager, Caleb ******, reached out to Ms. ****** about this complaint.  She didn't answer his call and her father called immediately back.  At that time Mr. ****** was very upset, wouldn't give Caleb time to talk or discuss the matter, and insisted Caleb completely cancel the deal.  Once he started using vulgar language Caleb told him we could cancel the service contract, give her a 100% refund on it, and also refund her the fee for the theft deterrent but still leave the coverage in place.  Unfortunately, Mr. ****** was not satisfied with what we could do to help. 
  If you have any questions or need additional information, please do not hesitate to contact me directly at ***** ******** or email me at *****************************. Thanks for your help in this matter. 
  
  Best Regards, 
  
  ***** ****
  ********* **** *********
  **** ********** *****
  

  
  

• Initial Complaint

  Date:08/19/2022

  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.

  Went to Bill Cole Automall Nissan and had a bad experience, where it seemed like a good deal, but was ripped off by 10 thousand dollars. I tried to ask about a 30 day return the day after I bought it but they basically said no and hung up. This place is very corrupt and known to rip customers off in the area.

  Business Response

  Date: 08/25/2022

  On August 22nd my general sales manager, **** ****** reached out to *** ****** to discuss his concerns.  *** ****** told Ryne he was unhappy with the structure of the figures on his paperwork.  Ryne explained to *** ****** that the we over allowed on his trade-in to show trade equity with the bank to attempt to get *** ****** the best interest rate possible.  Ryne also set an appointment for *** ****** to come in to try to trade him out of his resent purchase and lower his payment.  *** ****** came in but unfortunately we weren't able to find suitable financing due to him trading so quickly.  We did however give *** ****** a bill of sale to take to a local bank we've had success with in the past. 
  

  If you have any questions or need
  additional information, please do not hesitate to contact me directly at (304)
  327-0511 or email me at *****************************.

  Thanks for your help in this matter.
  

  Best Regards,

  ***** **** 
  Executive Vice President 

  Customer Answer

  Date: 08/26/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  ******** ******