Columbus Auto Source

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

Revised and corrected at 3:06pm 8/8/2020. response was meant for another reviewer.

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.

Columbus Auto Source responded

Dylan, we loved nothing more than getting you into a nice vehicle that suited your needs. We appreciate you coming to us and allowing us to make it easy for you. If you need anything in the future, we're just a phone call away! Best wishes, Nick Christensen, Marketing Director.

Columbus Auto Source responded

Thank you so much for your business, Marla! Life is busy, and car shopping can be stressful, so we thank you for coming to us to help you and your kids. Please feel free to come back and visit, even if it's just to say hi! Sincerely, Nick Christensen, Marketing Director.

Columbus Auto Source responded

Sean, we know how nerve racking that can be, so thank you from the bottom of our hearts for entrusting us to provide you with a quality vehicle without even seeing it before buying it! We hope you and the car are doing well. We hope to help you again whenever you may need it! Best, Nick Christensen, Marketing Director.