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Copeland Auto Group complaints

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970 West Chestnut Street
Brockton , MA 02301 | Get Directions

(508) 232-4691

https://www.copelandtoyota.com

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Total Amount in Dispute:
$500.00

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 Copeland Auto Group closed in last 3 years.

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

1 complaints against Copeland Auto Group

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2/21/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $500.00 Amount Settled: $0.00

Customer Complaint

1/24/2023

I was given a quote of $1200 for repairs on my car which included brakes, the hood and door handle (ONLY), which I agreed to. After one week I heard nothing from the dealer and my calls were not returned. Finally a rep, Daphne, called and told me that while they were in the process of repairing the breaks the mechanic accidentally broke the fuel line and that I would be responsible for the cost ($500.00) to repair it. They blamed it on the age of the car (2002). Please note, there was nothing wrong with my fuel line prior to this incident. She mentioned that they might be willing to take off $200.00 of the total bill but that I would have to pay for everything else and that the cost could also go up due to the labor. I would be grateful for any assistance you can provide me on this matter. Thank you. Resolution Sought Assume the cost and responsibility for breaking the fuel line. $500.00+.

Company Response

2/9/2023

On January 13th 2023, customer had her vehicle towed in for her brakes not working correctly. When we inspected the vehicle we had found that there was severely corroded brake line that was causing unsafe driving conditions. We advised her on repair and advised that there could possibly be other concerns that arise because of the condition of the undercarriage of vehicle. The vehicle is 20+ years old and displaying heavy corrosion in exposed components under the vehicle. We ordered parts for the vehicle and prepared for repairs. The parts took about 4 days to show up and when the repairs commenced, there was a leak that was found in the fuel lines. The fuel lines are located side by side with the original corroded brake lines and are in the same condition. We advised her of the above concerns with the fuel line and offered a $200 discount off the fuel line replacement, basically covering the labor cost for repair. We are still waiting to hear back for approval.

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