ComplaintsforFletcher Jones Motorcars

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  -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

  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 response

  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

  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 response

  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

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  03/11/2024

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

  Thank you,

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

• Initial Complaint

  03/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 2/2/24 I paid over $1000.00 to have Fletcher Jones handle my out of state registration for my newly leased car. I have been calling them all week for an update on my plates since the temporary tag issued is due to expire on 3/6/24. No one has been able to give me an answer on when my plates will be ready. Today I had a $727.50 charge to my bank account that said DMV. I never approved that amount to be charged, and not a single person from fletcher jones, ******** or even the third party vendor they use for their out of state registration has contacted me to tell me I would be charged that large amount. Im being told they cant tell me when my plates will be ready and I cant be refunded until after my plates are issued. So now I have a brand new car that I cant even drive after 3/6/24, and I have an unknown $727.50 charge to my account that no one can explain why or do anything about until the unknown amount of time my plates will take to be issued. Not to mention, Fletcher Jones had to ***** paperwork they forgot to have me sign while I was there that I had to go out of my way to send back to them. They also failed to tell me in advance that I would need a *** inspection once I got back to ******. So when they did reach out and tell me I had to, multiple called me to rush me to do so. I work full time during normal business hours and had to find the time off of work to go get the *** Inspection then go to ***** and ship it back to them. Had they told me I couldve planned to go as soon as I got back to **. The ball was dropped multiple times on their end and now I am the one paying for it all. I didnt go to the Fletcher Jones in ********* because someone recommended Newport to me and now I wish I had just handled everything locally.

  Business response

  03/05/2024

  We have been in contact with this guest and are doing everything possible to expedite her out of state DMV registration & license plates.  Hopefully, she will have them by March 7th.  The guest was happy with that resolution.

  Business response

  03/05/2024

  We have been in contact with this guest and are doing everything possible to expedite her out of state DMV registration & license plates.  Hopefully, she will have them by March 7th.  The guest was happy with that resolution.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Date: 11.25.2023 Transaction amount: around 33k Description: I purchased a certified pre-owned car (CPO) from a ************* dealership. However, after bringing it home, I encountered an issue where the left front headlight would extinguish in the rain, which is extremely dangerous. Upon repair, it was discovered that a short circuit had occurred due to a crack in the casing, which was not visible to the naked eye. During this period, I had no collisions that could have caused this issue. Additionally, after sending it for repair, I also found cracks in the leather of the car seats and discovered that they had been previously repaired, making them ineligible for warranty coverage. None of these issues were disclosed at the time of purchase.I attempted to contact the dealer about these problems, but they have been ignoring me and I have received no response.

  Business response

  02/07/2024

  Thank you for the opportunity to review and respond to the BBB complaint of this customer.

  After purchasing the vehicle from our dealership, the customer drove from our facility in ************* back to her home in *************************** When she contacted ** regarding the issue with her headlight, we contacted the ******************** ******** **** dealership where she had taken it for evaluation in order to discuss the cause of the issue. The service advisor at the ******************** dealership explained that the headlight had a chip which was likely caused by a rock striking the vehicle. Since this condition did not exist at the time of purchase, the warranty did not apply as it does not cover damage caused by road hazards.  With respect to the seat repairs, this condition was discussed by the customer and the sales associate prior to the purchase.We have communicated with the customer regarding her concerns on the occasions she has contacted us as we take her concerns seriously. 

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dealership failed to properly diagnose my vehicle assuming there was a problem with my coolant line without even starting to check the water pump. Which they claim the coolant line is not covered by warranty a they want me to pay $78,000 for a new engine. 1/15/24 I got my car towed back to my home which I received my car with a damage to the back outside an the engine not put back together with parts left in my trunk. I have pictures an videos before I brought the car in the engine was put together an now they give it back to me with engine parts in a trunk of my This dealership failed to properly diagnose my vehicle assuming there was a problem with my coolant line without even starting to check the water pump. Which they claim the coolant line is not covered by warranty a they want me to pay $78,000 for a new engine. 1/15/24 I got my car towed back to my home which I received my car with a damage to the back outside an the engine not put back together with parts left in my trunk. I have pictures a videos before I brought the car in the engine was put together a now they give it back to me with engine parts in a trunk of my car. I try to resolve this with the supervisor named ****** an does not help or attempt to put my vehicle back the way i brought it along with his technician which I spoke to with the service advisor ******************* told us he didnt even check the water pump first which would be covered by my warranty

  Business response

  01/18/2024

  Thank you for the opportunity to review and reply to the BBB complaint made by this customer. 

  Respectfully,there are both incomplete and inaccurate allegations included in this complaint. The customer had their MB vehicle towed into the dealership on 11/7/23 because the vehicle would not start and the customer was unable to drive it.  The customer approved the dealerships proposal to diagnosis the issues with the vehicle.  Preliminary diagnoses presented a significant internal coolant leak which had caused the engine to overheat and seize.  The inspecting technician found melted ignition coils along with fouled spark plugs. Additionally, coolant was found flowing into turbo oil lines and cylinders. The ** advisor presented the customer with a repair estimate and requested authority to proceed with the repairs.  The customer then informed the ** advisor of an aftermarket warranty he had so ** submitted a claim to that company on behalf of the customer.  The aftermarket warranty company dispatched their inspector who, after review, declined to cover the repair claim based on specific coverage exclusions stated in the warranty contract.  The customer was notified of the warranty companys decision so the customer contacted this warranty company directly.  Since the vehicle was immobile, it remained parked/stored on ** property for several weeks (60+days).  The customer was repeatedly notified through phone, text, and email by ** to either remove the vehicle or approve the repairs recommended, but the customer declined to do either.  The diagnoses fee by ** was waived for customer as goodwill,once the customer agreed to tow the vehicle from the ** premises.  

• Initial Complaint

  12/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Ive had to bring my vehicles numerous times to try and fix issues. I asked for a buy back because I am not pleased with the amount of time and stress I am dealing with bringing my vehicles over and over. It is interfering with my health and stressing me and conflicting with my daily life.

  Business response

  12/20/2023

  Thank you for the opportunity to review and respond to the BBB complaint of this customer. The customer has requested a buyback in her complaint materials. The  vehicle warranty is issued by the manufacturer of the vehicle any request for a vehicle buy backmust be directed to the manufacturer. The dealership has no authority to unilaterally buy back a vehicle as this right is reserved to the manufacturer.The customer should direct her complaint regarding buy back to the manufacturer. In the interim, the  dealership will continue its best efforts to repair any issues that arise with the vehicle when presented by the customer. 

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live all the way in *********** and when I called them to see if they can beat the payment from ******** store and they said coming in we will beat it when i drove all the way there for a better deal the price went up by a lot and I spent about 6 hours going back and forth for them to give me what they promised but they wouldnt so I went with it I was very tired by than and when I finished signing everything they Fiance manager never explained to me that I was buying any additional stuff other than the can and when I saw it they added more stuff when I called to cancel what they put there in finace they would put me on hold and hang up the phone on me like Im not even a customer even they changed my email for the survey from ******** because they knew I was very not happy with them and right now the car is already having issues so I just want my money back overall very bad experience and they called me for prove of residence after I bought the car they said they need a letter from my mom when I said I need to cancel the add ons first they never called back so not sure if they faked the letter or not

  Business response

  10/04/2023

  We have reached out to the customer and asked if she would like to cancel her products, the customer is still undecided. If she elects to cancel her products, we are more than happy to process the cancellation.  She was happy with our follow-up.

• Initial Complaint

  09/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My friend sold her car to Fletcher Jones ******** and leased a car from them. They took the car and NEVER issued the money for the car because they cannot obtain the title from DMV. If they could not get the title, they shouldn't have bought the car to begin with. Now it's been 4 months and still still have my car and DID NOT pay her for the car. THEY ARE CRIMINALS!!!!!!!!! Going to file a lawsuit and have them cover all my legal fee's. This is unacceptable if you ask me. Imagine being in her shoes.

  Business response

  09/18/2023

  Thank you for the opportunity to review and reply to this customers BBB complaint. Interestingly the complaint is not being made by the actual customer nor the title holder of the trade in vehicle referred to in the complaint to BBB.
  First the customer was aware of a title problem at the time she visited the dealership to trade the vehicle purchase another and requested the dealership to pay off the remaining balance on her vehicle finance loan.
  Apparently, the customer had started the process with the *** to change the name on title before visiting the dealership but for reasons unknown to our personnel never completed the paperwork with the ***.
  The documents the customer presented to the dealership at the time of her trade in were not complete. It was explained to her that the dealership would try to assist her and complete the title process with the ***. Our personnel promptly paid off the balance due her lender on the trade in vehicle loan as promised.  We submitted electronically to the *** the paperwork received from the lender to complete the title change process. However, the *** rejected the electronic documents provided by the lender.  We discovered that this may have occurred because of the incomplete title paperwork the customer had submitted to the *** before she ever visited our dealership.  Notwithstanding the reasons for the rejection, none of which were the fault of our personnel, we have have been diligently working on this problem with both the *** and lender. We have kept the customer apprised of the situation and once the title is issued by the *** the dealership will release the equity funds to the customer. We are just as interested in securing the proper title from *** as we have already paid off the trade in vehicle loan balance and have no interest in delaying the process either. 

*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. ↩