We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

New Car Dealers

Fletcher Jones Motorcars

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Car Dealers.

Complaints

Customer Complaints Summary

  • 30 total complaints in the last 3 years.
  • 10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/18/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a 2023 ******** EQB 250 from fletcher jones in December 2023. I received a letter in the mail April 7 stating that my cars battery is being recalled because it can light on fire. Im recently pregnant and I dont feel safe driving this car. Fletcher jones stated that they do not have a solution to the problem and I should wait. I dont feel safe and feel like I could light on fire any moment. Id like them to give me a refund.

  • Initial Complaint

    Date:04/17/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Date of the transaction: 8/29/2024 The amount of money you paid the business: $17,549 (vehicle($16,000)+auxiliary fees($1499.14)+government fees($42))What the nature of the dispute is: Dealership has not provided necessary documents for me to claim a used clean vehicle tax credit.- Per the *** requirements page (*****************************************************************************************), dealership must "submit reports through *** Energy Credits Online" at the time of sale (within 3 business days) or submit "corrected time of sale reports for transactions that occurred more than 3 calendar days from the date of sale."Whether or not the business has tried to resolve the problem: The dealership has not tried to resolve the problem.

  • Initial Complaint

    Date:01/08/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On October 18, 2024, I purchased the 2022 AMG GLC-43 after negotiating a buy-and-sell agreement with Mr. ****** a salesperson, and reviewing and validating the three requirement comments shown below on Mr. ******* working copy of the sales proposal. However, we did not sign the sales proposal together.1) Deduct $1,000 from the $51,394 pricing of the 2022 AMG GLC-43.2) Set the interest rate below 6%.3) A $8,000 reimbursement for the 2021 GLC-300 trade-in will be delivered four to six weeks after purchasing the 2022 AMG GLC-43. I had a copy of the unsigned sales proposal, minus the three necessary notes. However, I made three necessary notes on the back of my sales proposal. When Mr. ***** and I reached an agreement, another salesman, Mr. ******* was present in the office, and he aided Mr. ***** in completing all of the last processes required to deliver the 2022 AMG GLC-43. In addition, after finishing two of the three necessary notes and validating the return with Ms. ******** a Finance manager, I signed the Retail Installment Sale Contract. However, six weeks later, I have still not gotten my reimbursement. On December 4, 2024, I got the opportunity to speak with Mr. ***** regarding the refund during my vehicle wash appointment. I reminded Mr. ***** that the $8,000 return was discussed and agreed upon on October 18, *******. Smyres, the sales leader, was unable to remedy the issue when we spoke with him. When I asked for a higher-level staff, Mr. ****** said his boss wasn't in today. Mr. ***** texted me after I left the dealership, saying, "I am informing my GSM about this situation. My GSM isn't working today. "You should get (his) call tomorrow." But the next day, I received no calls. I was very disappointed.And I sent a complaint letter to the dealership's senior administrators on December 16, 2024, requesting about the $8,000 refund; however, I have yet to receive a response. Any further information you might need please let me know.

  • Initial Complaint

    Date:12/30/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On December 24, 2024, I brought my 2017 ************* GLE350 (VIN: ending with *****) to Fletcher Jones Motorcars in *************, **, for scheduled service, which cost $729.22. After picking up my car, I found a broken button component for the passenger seat head position lying on the car floor.This button was fully functional and securely attached before the service. During the visit, the passenger seat, including the headrest, had been adjusted, indicating the button was intact while the dealership handled the vehicle. I suspect the damage occurred during the service or courtesy car wash.I contacted the dealership and provided pictures of the damage. While I was assured the issue would be reviewed, I have not received any updates, and the matter remains unresolved.An estimate from another authorized dealership indicates the cost to replace the broken component would be approximately $762, underscoring the seriousness of the damage and the need for proper repair.Desired Resolution:I request Fletcher Jones Motorcars repair or replace the broken button component at no additional cost to me and improve their communication and follow-up with customers regarding such issues.

  • Initial Complaint

    Date:12/10/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    2024 C300 Unable to be repaired due to no software update available to address the fuel injector issues.

  • Initial Complaint

    Date:10/14/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I inquired about a vehicle at Fletcher Jones motors in **********. Im in ******** and the reply I got back was we cant help you because we dont work with Colorado and I feel like thats discriminatory. I should be able to buy a car wherever I want to buy a car and because you dont work with Colorado what does that mean as much as this vehicle cost I should be able to buy it anywhere so I feel like thats discriminatory youre saying I cant buy a car because we dont work with Colorado who do you work with? I thought you worked with customers no matter what state theyre in ridiculous and I let them know. It was disgusting in their email And , respectful and discriminatory I should be able to go to any state I want and buy a car because you dont work with Colorado what does that mean to me? Im a customer. It shouldnt mean anything.

    Business Response

    Date: 10/16/2024

    Thank you for the opportunity to respond to this customer. 

    As a business decision, because of recent inventory shortages and lengthy DMV processing delays, among other consideration, our dealership has temporarily paused some out of state transactions.  Unfortunately, we are not presently doing out-of-state transactions with Colorado residents who seek to register the vehicles they purchase there.  This temporary pause is not the result of any discriminatory practices based upon race, religion, sexual orientation, nationality, origin or any other protected category. 

    Indeed,if this customer, or any citizen of ********, would like to purchase or lease a vehicle and have it registered in **********, our dealership will happily complete such a transaction.


  • Initial Complaint

    Date:08/29/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a 2021 Mercedes car on Jul 31, 2024.I called and left a voice message to ***********************. Finance Manager, on Monday Aug 6; but ***** hasn't returned my voice message since then. Yesterday I called *********************** and left a voice message but I haven't received a call back from her. Today I called a front desk with the phone number, ************. The front desk operator dialed a telephone number and let me leave a voice message. Again I haven't received any call back. ***** told me I will receive a refund of $3,370 back from Fletcher Jones Motorcars within one week from Aug 7; but I haven't receive this amount yet. Also, ***** told me I could cancel all warranty coverages within 90 days.Please assign a different financial personnel to review and finish the Retail Installment Sale Contract 553-CA-ARB-eps 3/23, refund the amount of $3,370 and cancel all insurance coverages in the contract.

    Business Response

    Date: 09/03/2024

    Thank you for bringing this to our attention. We have been in contact with this guest and the issue has been resolved.  The guest is happy.

  • Initial Complaint

    Date:08/14/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased a car from a ************* dealer in **********, now unable to drive it due to lack of temporary tags for Virginia registration.Complaint Details:I recently purchased a vehicle from Fletcher Jones ******** in *************, **********, and the car was delivered to my residence in ******** on 8/5/2024. However, the car arrived without temporary tags, which means I am unable to legally drive it.Upon contacting my local *** in ********, I was informed that the dealership is responsible for providing temporary tags. When I reached out to the dealership, they stated that they do not issue temporary tags for Virginia residents. The *** also mentioned that processing the registration could take up to a month, during which time the dealership should have provided temporary tags.I have already completed the necessary local inspection and emissions testing and sent all required documents to the dealership to begin the registration process. Despite this, I have had a car sitting idle in my driveway for over a week, unable to use it due to the lack of temporary tags.I am seeking resolution to this issue, either by having the dealership provide temporary tags so that I can drive the vehicle while the registration is being processed, or by expediting the registration process. As it stands, I have a car I cannot drive and feel this is unacceptable, especially given the dealership's responsibility to ensure I have the necessary tags to legally operate the vehicle.I appreciate your attention to this matter and hope for a prompt resolution.

    Business Response

    Date: 08/16/2024

    We reached out to our guest and she told us she removed the complaint yesterday after speaking with her local DMV and found out the registration tags are on their way. 

     

    Customer Answer

    Date: 08/16/2024


    Better Business Bureau:

    I sent an email to the BBB the morning after I filed the complaint requesting a withdrawal of the complaint when I saw the *** showing the car as registered in ******** and the tags were on the way.  If possible, please do not list this as a complaint on the site against the dealership.  

    Regards,

    *************************

     

  • Initial Complaint

    Date:05/16/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    -Date of transaction: 8/7/2023 -Business/dealership: Fletcher Jones Motorsports ******** **** of ************* -Purchase details:2018 Tesla Model X ****** miles **** Price: $56,894 -Complaint: Dealership Fraud -Statement: purchased our vehicle with a clean title and no accident history on 8/7/2023. On 5/15/2024, we were notified by ***** that our car cannot be charged anymore due to a junk title. We discovered that 2 months after our purchased on 10/2023, our vehicle was issued a junk title in the state of ******* where the car originated from.

    Business Response

    Date: 05/24/2024

    According to our records, the title was clean at time of sale.  We reached out to the ************** of Motor Vehicles on behalf of our client. and they told us it is most likely a clerical error on their end.  We are submitting a title record request to be sent so we can get this corrected.  We have communicated this to our client. 

    Customer Answer

    Date: 05/30/2024

    In response to the business, the car was purchased directly from them as a clean title in August 7, 2023. Soon after the title was certified as a junk salvaged on October 4, 2023 and currently still labeled as junk. 

    This almost left my family and I stranded and continues to be unsafe to drive  especially since its unable to charge at any charging station. 

    Regardless the contract of sale was not what we had signed for. 

    *******

    Business Response

    Date: 05/30/2024

    We submitted the request to the ************** of Motor Vehicles last week, on behalf of the client.  According to their instructions, it can take anywhere from 2 to 4 weeks to process the request. Again, when the client purchased the car from us, the title was clean.  It was more than likely a clerical error made in ******* and there was no way we would've known about it. 

    Customer Answer

    Date: 05/31/2024

    Until it is 100% a clerical error this is not acceptable. As a buyer we did not sign for a junk title and have suffered from not being able to charge the vehicle at any station.  Whether or not the dealership knew, we also did not know that we would have to deal with this. Especially not knowing 100% that it was a clerical error or if the case is even safe to drive.

  • Initial Complaint

    Date:03/09/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchase a vehicle from Audi fletcher jones. In 12-19-23 I picked up my vehicle after Audi serviced it one repair was replacing the valve cover gasket. On 12-20-23 my car caught fire and exploded and burned to the ground while I was driving it. ******* told me that before they could give me a new car, make it right, make me whole, give me a bunch of free stuff, etc that insurance had to resolve Audi provided me a loaner during this process. ******* insurance found them at fault for what happens to my vehicle. Not one person ever contacted me about what happened. My contact for information was my service advisor. I was told I would receive a new vehicle. Be make whole. That ******* would make it right. That I would get a bunch of free stuff. Just wait for insurance to resolve. After being found negligent ******* said they would present me options to resolve the situation Yesterday I received 1 option. Either purchase. 2018 Audi at full cost and ******* would cover the 3000 i wad underwater on the old loan When I explained that I still have a balance of ***** on my auto loan because my insurance check has not been applied to the loan and it might take 4-8 weeks to process and ******* had not credited my loan the money they owe me for the extended warranty that was part of the loan and as long as I have a balance on the loan I can not purchase a vehicle. ******* ordered me to return the loaner and basically f&&& myself. Now I have no car and the only reason for that is ******* caused my car to catch fire and explode and burn to the ground due to their negligence. Please help me. They dont care about what happened or helping me.

    Business Response

    Date: 03/11/2024

    This complaint is for Audi Fletcher Jones not Fletcher Jones Motorcars.  Please remove from our account.  

    Thank you,

    ***************************

Fletcher Jones Motorcars is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.