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Bill Cole Automall Ashland complaints

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2501 Winchester
Ashland, KY 41101 | Get Directions

(606) 329-2288

http://www.billcoleautomallash...

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Total Amount in Dispute:
$0.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Bill Cole Automall Ashland closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Bill Cole Automall Ashland

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6/26/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

5/9/2024

I was there on Friday Spent $1000 to get all fluids changed in my car and spark plugs changed. I came home I got a Shutter open error. They refuse to fit me in today to have it checked or get me a rental car. I have never had this on my car before. Resolution Sought Refund money charged since they refused to check it or provide a rental. I'm a single woman with one car. I'm not able to get to work.

Company Response

6/14/2024

We take customer satisfaction very seriously, and I would like to address her concerns and offer our sincerest apologies for any inconvenience she has experienced. Ms. Schaeffer brought her vehicle to us for a comprehensive service on April 26, 2024, after not having it serviced with us for over two years. Following the service, she reported a "shutter vent open" notification. This issue pertains to a shutter valve in the front grill that regulates air into the radiator. None of the work we performed was located near the shutter vent or valve, and it appears to have been unfortunate coincidence that the valve malfunctioned after her service. Ms. Schaeffer contacted us about this issue, but due to scheduling constraints on a Saturday, we were unable to see her immediately and offered her an appointment for the following week, which she found unsatisfactory. We regret that this response did not meet her expectations and that we did not hear back from her until we received the letter from your organization. Upon receiving the complaint on May 23, 2024, we promptly reached out to Ms. Schaeffer via phone, email, and text. She responded on June 8, 2024, and informed us that she had already had the vehicle fixed at another location. We expressed our dessire to assist her further and offered our help for any future needs. Our General Sales Manager, Ethan Donley, has provided his contact information to Ms. Schaeffer to ensure she has a direct line for any further assistance she might require. We apologize for any frustration or inconvenience Ms. Schaeffer experienced due to this situation. We are committed to improving our service processes and ensuring our customers are satisfied. We appreciate her bringing this matter to our attention.

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