Columbus Auto Source

Columbus Auto Source responded

Thank you for the kind words and trusting our sales team to put you in the vehicle that you wanted! We wish you the best with your new Navigator and hope you and your family stay safe and healthy! Nick C., Marketing Director

Columbus Auto Source responded

You're very welcome! We are so happy you enjoyed your experience and trusted Zach and Doug with your car buying process! If you need anything in the future, we will be here for you! -Nick C., Marketing Director

Columbus Auto Source responded

Melissa, we are genuinely sorry your experience was not pleasant. It is important for you to know we spend a lot of time and resources making sure all of our offerings are "road ready". So to receive feedback like this is naturally of great concern to us. This vehicle was inspected and serviced per our standard process and was determined it had no issues, mechanical or otherwise, prior to delivery to you in Vermont. In fact, as owner/principal of the dealership, I drove it for about a week and experienced no issues. As much as this situation pains us to hear, like all of our vehicles, this one was sold "as is". Not only that, but a warranty was offered and declined. Once the vehicle was delivered to our customer, it was driven by the customer for two weeks and 750 miles before she decided it didn't measure up to their standards. We are an Ohio used automobile dealer and vehicles are prepped to meet Ohio standards. Our GM, Doug, had numerous conversations with this customer and tried to come up with some kind reasonable resolution, but this customer persisted by texting and emailing insults to our employees and just not acting in good faith. Name calling and cursing during these conversation ensued even while we were trying to address their concerns. It's important for our customers, both current and future, to know we NEVER ignore a post-sale issue and we ALWAYS attempt to arrive at a reasonable solution. In this case, our GM he had to draw the line when this customer became verbally abusive and unreasonable with their demands. There is simply no path to a reasonable solution once this happens.

Melissa M responded

We informed Forrest of our concerns immediately!! Even sent a photo- would you like the same it has the time and date with it? We had to find a reliable garage that could read the car's computer and they could not get us in immediately. They were over an hour from our house , we live in a very rural location and travel over 25 miles a day to get to work. Doug never gave me his recommended solution, he regularly ignored my calls. One time I'm informed he would call shortly,as he was working on your website. 2.5 hours later nothing and when I call back he was gone. In fact he set up a time to discuss his "response" and proceeded to leave me waiting for over 2 hours then proceeded to send an email saying he was too busy to keep his appointment, then states he'd call on Monday which he never did. That left me feeling not important as he repeatedly said I had no idea what I was talking about when I stated this car was not inspectable in VT, just because I am female, I'm sure but I know what I was telling him. He stated I had no intention of deleting my reviews and I said I would otherwise this would not be here. He hung up on me during our last conversation

Columbus Auto Source responded

We are very sorry you had to experience this problem and all the frustration that comes with it. We are always willing to do what we can to help our customers whether they are 30 minutes removed from the purchase or three years! That said, we would like to begin our response with a look back at the facts and timeline.... You contacted us AFTER you had already taken your vehicle to a local mechanic and attempted initiating a claim on the warranty you purchased at the time you purchased the vehicle. At the time of this contact, our General Manager advised you to have the car towed to our facility so we could confirm the initial diagnosis and then approach the warranty company to get the repair covered. Also, the warranty company, once the claim is approved, would provide for a tow and rental car coverage while the repair was being completed. We then worked with the warranty company to get your claim approved. The claim was ultimately approved, but, unfortunately, we had to wait on parts from the Ford dealer to make sure we provided you with factory parts covered under the standard 2 year warranty from the manufacturer. We understand no one likes to wait any longer than necessary for a repair, but we felt strongly about making sure we replaced the problematic parts with the very best parts available. As with most issues in our industry, the breakdown of communication results in frustration and finger pointing, neither of which is productive. The last conversation we had with you is when we informed you the warranty claim was approved and that we would do our best to get the repair done quickly. Not once were we contacted after that regarding the status of the repair, the warranty claim or other issues that, according to the you, surfaced while the main one was being remedied--issues that could once again potentially be covered under the warranty the customer purchased to protect themselves. We feel we did the best job we could for you given the circumstances. Given the hostile attitude displayed by this customer numerous times, most dealers with repair shops would not have been so accommodating and would simply have told them to go elsewhere with their problem. Instead, we took the high road and addressed the problem despite what other shops would have done.

Columbus Auto Source responded

Thank you for continuing to come to us with your automotive needs, John! We value you greatly and will always be here to help! -Nick Christensen, Marketing Director.

Columbus Auto Source responded

We so greatly appreciate you choosing us to help you with your vehicle search! If there is anything else we can help you with moving forward, just let us know, and we'll be more than happy to assist! We look forward to working with you again!

Columbus Auto Source responded

Thank you for trusting us to help you and your son! We know shopping for a vehicle can be stressful, so we are always happy to make it easier for you and your loved ones. We'll be here when you need another vehicle. -Nick Christensen, Marketing Director.