Coughlin Ford of Marysville

Poor service and unethical business practices since Coughlin purchased the dealership. One small repair with a two hour commitment took 3 days with zero communication. The final time I took it, the dealership said my car had a recall and ordered the part. They called and left a message stating the recall part is in. Once being worked on the manager called and said the recall is expired. When questioned, he explained that the recall is not needed but they will charge me because the work is being done. I plan to drive to Dublin in the future and recommend the same. Disappointing!

UPDATE: The local dealership that reset the sensors indicated that this issue should have been taken care of before the van left the lot at Coughlin. My salesman was understanding of the situation and said he would do anything to provide a suitable resolution. Unfortunately, the GM (Joe) at Coughlin didn't seem to care and was a roadblock for my salesman. I posted this 1 start review (below) based on the lack of concern I received. It was after I left the review that I was offered a very small reimbursement but their stipulations were that I had to remove my review first. As a plumbing contractor, if I installed all new water lines in a customers home, collected $$$$, received a call immediately after leaving the job site from the customer saying there are leaks on the brand new lines, I would return right away to repair the issues, no questions asked. I would not expect my customer to have to pay another company to come in and repair it and then tell my customer I was only willing to reimburse them a very small amount of the repair bill and argue with them about it. Different situation, but the same principle applies. I was tossed around for 3 weeks with little to no follow up via calls/texts as they said they would do once they came up with a solution. My last conversation with Coughlin was sad. They said "the damage is done. We aren't going to do anything for you". In other words, "we don't care- go away". Original review: I ordered a van from your dealership and had it delivered to my location. At the time of delivery, the driver did not mention any issues and simply asked for the check. I verified that the VIN numbers matched, and everything initially appeared to be in order. Once inside the van, I saw that the tire pressure warning light was on. I immediately contacted Troy (my salesman) to report the issue. He advised adding air to the tire, which we did. However, the sensors continued to show both rear tires losing pressure. As a result, I had to send my technician to a local Ford dealership, where he waited nearly two hours while they reset all tire sensors. This caused us to lose valuable work time and put us two hours behind schedule. As a small business owner, lost time directly affects our income. We paid our technician for the downtime and lost productivity through no fault of our own. When I asked whether compensation could be provided for the lost time, I was simply told “sorry,” and that was the end of the conversation. This was a brand-new service van with only 75 miles on it and it was delivered with the tire indicator light on. I'm dissapointed in the response I received from Coughlin.

Excellent A+ service. Needed to have two recalls and an oil change on my bronco. I Felt like I had a five star valet take care of everything. Staff were very friendly and they offered to come and pick up my vehicle. They had someone come by and pick it up. They got the work done I needed and I was able to pay over the phone. They brought my car back in an extremely timely manner. I could not possibly be more pleased with how well this went. 5 Stars!!!

What started out as a negative experience due to several inexperienced employees miscommunicating the abilities of the dealership was turned into a positive experience through the intervention of Jason Burris. Jason recognized that several promises could not be fulfilled, notified us of the errors and worked diligently to rectify them and configure a deal to our satisfaction. Hopefully the new owners recognize the value Jason, his experience, knowledge and drive for customer satisfaction add. Without his intervention this would have been a 1 star review from a very dissatisfied customer. Nice job Jason and thank you for your perseverance.

Tried to make a service appointment over the phone 5-6x. When selecting service prompt, went to voice mail every time. No return calls. 2x I asked for sales and one of those I spoke to a human that PUT me on hold before I could say a word. Went to voice mail. Tried on-line, there is only a 'menu' of choices and no place to describe a unique issue or concern. Even stopped by mid-morning and there were ~8 people waiting to speak to a rep. I left, going to Buckeye or maybe Valley. There has been sufficient time to 'work out the bugs' after being absorbed by the Coughlin Conglomerate. I feel for the Chapman Family having built a legacy over 112 years in the auto dealership industry. The issues I, my company, family or friends may have had @ Chapman were always minor.