Complaints

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.

• Initial Complaint

  Date:12/26/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  am writing to formally lodge a complaint against J&M Automotive regarding unresolved issues with my vehicle registration. I purchased a vehicle from J&M Automotive on October 23, 2024, and despite completing the payment and signing all necessary documents, I have encountered significant delays and lack of communication regarding my permanent registration and license plates. Upon purchasing the vehicle, I was informed that there was an issue with the registration, and I was provided with a temporary registration valid for 30 days. I was assured that the permanent registration and license plates would be delivered to my home within two weeks. However, this did not happen, and the temporary registration expired. After several calls and discussions with the sales manager, who has been very kind and attentive, I received an extended temporary registration via text. I was told once again that I would receive the permanent registration within 30 days. Despite numerous calls and texts to J&M Automotive, I have not received any updates on the permanent registration and license plates. I have left multiple messages for the office manager, totaling six, but have not received any response. As of today, December 24, my temporary registration has expired again, and I am still without my permanent registration and license plates. Naturally, I cannot drive my vehicle without proper registration, which is essential for my daily commute and other responsibilities. This situation is becoming increasingly frustrating, and I am unsure why my calls and messages are not being returned. All I need is for J&M Automotive to issue my permanent registration and license plates. I hope that by bringing this matter to your attention, you can assist in resolving this issue promptly. Thank you for your time and assistance. Sincerely,

  Customer Answer

  Date: 12/26/2024

  Thank you very much for your quick and professional assistance. It seems that the dealer received my concern, and they actually called me back today. They informed me that it will take another two weeks to resolve the discrepancies in the registration. Within two weeks, I should receive my proper registration, license plates, and title. They asked me to wait for that time frame, and they will follow up with me as soon as it's sorted out.

  
  

  At this point, I believe we can just hold on and wait for two weeks to see the outcome. It seems that things are progressing well this time. Once again, I appreciate the process you've put in place. Thank you!

  Customer Answer

  Date: 01/27/2025

  I would like to express my gratitude for your efforts in contacting the dealership on my behalf. I have only received a response from them via text message a month ago. They informed me that they are working on expediting the process to obtain my permanent registration, license plates, title, and other necessary documents. It has been over 3 months since I last heard from them, and the issue remains unresolved.

  I believe that your reminder to them may be helpful in expediting the process. It would also encourage them to prioritize this matter and I am sure they greatly care their Better Business Bureau rating since advertising the rating. I have been waiting for over three months for the issue to be resolved.

  I look forward to hearing from your response to see if they have received any updates regarding the case. Thank you for your assistance. I eagerly anticipate hearing from you.

   

  

  Business Response

  Date: 01/28/2025

  We have reached out to the consumer and believe we have come to a solutions and agreement that this case is closed.  We have multiple messages from the client stating that they have closed the case with the BBB. 

   

  Thanks,

   

  Brad B******

  J and M Automotive

  ###-###-####

  Customer Answer

  Date: 02/09/2025

  The Better Business Bureau’s contribution to resolve this issue is greatly appreciated. It is essential to establish a business model that demonstrates its effectiveness and provides a convenient and civilized manner for individuals to resolve their problems. I commend the case officer for their diligent efforts in following up with the establishment and ensuring that the situation is being monitored effectively. Thank you for your invaluable assistance.

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 ***** *** 2016 on 8/4/2023 from J&M Automotive. I paid a 500 down payment on a loan for 19,724.41 with 6.54% interest rate bring the total to 24,539.48. I agreed in the purchase with a written promise that my bumper would be fixed, it was written into my loan contract. Since the purchase, I have reached out numerous times and have not been able to secure an appointment for service. I was told to bring my car into the shop about a month after purchasing but when the car arrived was told that there was not an appointment made for me and they completed an oil change. I was unsure why an oil change was needed on a vehicle that was driven for less than one month and one should have been completed prior to purchase. The also agreed since to fix the other issues with the car as well such as the issues with the oil, wheels, and the braking/shifting concerns. Every time I try to reach out to someone they redirect me back to the same person, stating that he is the only person I am able to speak to. No one else in the company is able to communicate with me. We have also been texting as well and he keeps telling me that I will be the next car in the shop and that the issue is him getting a loaner vehicle for me, but I can't believe that it would take 1 year to secure a loaner. Most recent conversation addressing the loaner issue, he agreed to use an inventory car so I can come in soon, but has still not provided a date or time for me to bring my car.

  

  Business Response

  Date: 09/12/2024

  Thank you for your patience as it has taken some time to gather the proper documentation to respond to *** ****** ******* complaint. Ms. Jones purchased the 2016 ***** *** from J&M on 8/4/2023 and J&M agreed to repair the bumper – please refer to the purchase, safety, and warranty attachments for clarity.
  J&M sincerely apologizes for the miscommunications *** ***** has experienced and the J&M Service team has reached out to *** *****. An appointment is scheduled on 9/17/24 for drop off between 9-9:30a to address all concerns listed in the complaint. 

  Customer Answer

  Date: 09/24/2024

  I did not notice the e-mail asking for me to confirm if my claim was completed, but my claim was not completed. 
  I did hear from J&M automotive, they asked for me to bring my vehicle in for it to be repaired. When I went to pick my vehicle back up none of the work was completed. It was the same bumper and rims so I’m not sure what was done. I’m able still getting the same light stating that the hood of the car is not secured.  They stated there is nothing else they are able to do for me even though I am not satisfied with the work they claimed to have completed. 

  

  Business Response

  Date: 10/10/2024

  In regards to the rejection notice provided by the complainant, J&M would like to share the most recent repair work completed on the *****. Unfortunately, it was not *** **** who returned the J&M loaner vehicle in exchange for the *****. As a result, a J&M service loaner vehicle will never be extended to *** **** again as she had signed that she would be the sole driver of our loaner vehicle and violated that agreement. Due to the fact that *** **** was not the person to pick up her *****, the explanation of repairs as well as a copy of the repair order itself was not signed nor taken by the male individual who returned our loaner vehicle and picked up the ***** on *** ****’s behalf. This individual claimed to be *** ****’s boyfriend and would not share his name nor contact information with our Service Department and was extremely rude to the service manager and staff.
  Please see the attached repair order as well as the signed loaner agreement for reference.
  A new bumper and rims were never promised to *** ****; only a bumper repair was promised at time of purchase. Any additional repair work was done as a complimentary service and there will be no further repairs done from our dealership. 

• Initial Complaint

  Date:01/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 Bought a car from J&M auto sales in ********* ** in November, 2 weeks after buying it we had to take it back to have them after the check engine light came on, so they repair the issue. Once i got the car back 2 weeks after that on December 22 the check engine light came back on again and i had to drop the car back off on December 26 for another repair. Then 2 weeks after i got the car back around Jan 4th the check engine light came on again. Then again i dropped the car off for them to repair the car. Then 2 weeks after i got the car back on Jan 21 the check engine light came on again and i had to drop the car off. If i pay 15000 for a car i shouldn't have to put it in the shop 4 times in 2 months this is unacceptable. they have covered the repairs only because it was still under their warranty.

  

  Business Response

  Date: 01/25/2024

  Thank you for your patience as it has taken some time to gather the proper documentation to respond to ***** ********** complaint.  Please refer to the attachments as follows:

  
  ** *** ******* BUYERS GUIDE

  
  Please advise that our customer database does not reflect ***** ******** as the owner of the 2012 **** *******. The bill of sale, registration, and all repair records reflect ******** ******** as the sole owner of the 2012 **** *******. Due to privacy laws, we cannot discuss or disclose the details of the purchase or personal customer information with any third parties. J&M Automotive would need expressed written consent from Michelle Capolupo to discuss this matter any further.
  Attached is the ** *** Used Car Warranty for the State of *********** as well as an unsigned copy of the vehicle’s buyers guide that was displayed in the vehicle while on our lot for sale. These are public items and do not disclose any customer information and are intended for informational purposes only.
  
  Thank you for understanding.

  Customer Answer

  Date: 01/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:07/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 June 8th 2023 I went to this dealership to buy a vehicle. When I first arrived I kept getting the rough end of the stick as the sales men a mangers thought I was there to mess with them when I was there to buy a car. Every person kept giving me the run around until I put money on the table for the car at that point the entire situation changed an everyone was trying to act nice an have me buy the car. Since I bought the car I have had nothing but issues with it. I was sold the car with a good that did not open at all an had to be ripped apart to get into it. The washer fluid redo our is cracked a can barley hold anything. Several electrical issues as well suck as sensors an important parts like the coolant have been giving issues every day an causing the car to act up a tell me it's over heating and to stop driving immediately. I love the car it self but there are way too many issues I am having with it despite not even owning the vehicle for a month. I am extremely unhappy with the dealership for the experience I was given an then being sold a car that I was not allowed to test drive an to find out if has all these issues

  

  Business Response

  Date: 07/10/2023

  Thank you for your patience as it has taken some time to gather the proper documentation to respond to ****** *****’s complaint.  Please refer to the attachments as follows:
  ** *** ***** **** * ****** ******** *********** ***** ***
  On June 8th, 2023, Mr. ***** purchased a 2011 **** ** from J&M Automotive; please see attached file named ***** RPO for reference. Please advise that at point of sales, Mr. ***** declined any extended service contracts. This vehicle was a previous trade-in and had an aftermarket carbon fiber hood, which was replaced with a stock hood by J&M prior to Mr. ***** taking delivery of the ** – please refer to attachment named ***** **** * ****** for reference.
  On June 16th, Mr. ***** showed up at our service location needing assistance opening the hood of the ****, as the latch appeared to be stuck. Upon physical inspection our Service Manager, John M******, noticed that damage had been done to the front end of the vehicle consistent with an impact or accident. Mr. ***** than told the Service Manager that he had hit a large bird, notably a hawk, over the prior weekend and it had caused damage to the front headlight as well as the hood. Our Service Manager then scheduled a service appointment for Monday June 19th to properly inspect the damage and advise Mr. ***** what his best available options for repair would be and also suggested that Mr. ***** file an insurance claim for accidental damage. Mr. ***** never showed nor dropped the **** off that Monday and never contacted the service department to reschedule his appointment.
  On June 26th, Mr. ***** contacted his salesperson, Tom T*******, in regard to purchasing the carbon fiber hood we had removed and replaced before Mr. ***** took purchase of the vehicle. Later that day, Mr. ***** showed up at our sales facility with the ****, and the **** had no hood attached – the engine compartment completely exposed. The Shop Foreman, Rob A****** gave Mr. ***** the carbon fiber hood, which Mr. ***** took and attached to the **** himself. There was no charge for the hood; and J&M Automotive took a potential loss of revenue in that regard and no refunds will be offered.
  In summation, it would be wise for Mr. ***** to have the vehicle properly inspected for the accidental damage and seek recourse for repair or loss with his insurance provider.
  Any damages occurred from a motor vehicle accident voids any express warranty offered by a dealership in the State of *********** – please see attachment named ** *** for reference.

• Initial Complaint

  Date:04/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 **** ******** on 3/17/2023. The hard top is aftermarket and test driving before buying I noticed it was leaking water inside the ****. The dealership said they would fix the leak. When I picked up the **** on purchase date they said it has been repaired. Within a couple days it rained and water was pouring into the ****. I then called and had them fix it again. Once I got it back it was still leaking, so I brought the **** back again to be fixed. To this day 4/20/2023 the **** is still leaking. The front piece of the hard top does not sit right with the rest of the top. The owner of the dealership said it is installed correctly and that the leak is fine and they will not replace the top of the ****. I was told that if they could not resolve the issue they would take the car back but now they will only buy it back for a price they will offer. Leaving me to pay what’s left and will not give me my down payment back of $2800. I have pictures/videos of the **** leaking water. The water also gets on the fabric of the hardtop which will cause mold if it keeps happening.

  

  Business Response

  Date: 04/27/2023

  Thank you for your patience as it has taken some time to gather the proper documentation to respond to ******* ****** complaint.  Please refer to the attachments as follows:
  ** Z-4
  RETAIL RPO & BUYERS GUIDE
  RO #*****
  RO #*****
  Please advise that the vehicle Ms ****** purchased is greater than 6 years old and can legally be sold “as is” in the State of ***********. The vehicle warranty that was given at time of purchase is a courtesy dealer warranty valid for 30 days or 1,000 miles / whichever occurs first on engine and transmission complete mechanical failure only. Any repair work done on any item that is not the direct cause of engine or transmission complete mechanical failure is done at the discretion of the dealership on a case-by-case basis. At no point would any cosmetic or convenience features be covered by either ** State law or J&M's courtesy dealership warranty.  However, it was noted that the **** Ms. ****** purchased came with an aftermarket hard top and it was noted that it leaked at time of sale.  J&M has attempted to repair the leak on several occasions, see RO #***** & #*****. Ms. ****** has agreed to bring the **** back to our service department for a follow up appointment on 5/4/2023 to reinspect the leaks, address a noise from the heater, and to address a noise the **** makes upon acceleration from a stop. Please note that none of these items fall under the dealer courtesy warranty nor do they apply to the ** State warranty and are being addressed solely at the dealership's discretion.  A copy of ***********’s Used Car Warranty has been provided for reference, please see attached item named ** Z-4.

• Initial Complaint

  Date:12/07/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Bought a vehicle from them 9/8 - had problem with it when driving home. Brought it back to be fixed. Then engine light kept going on and off. They claimed they could not do anything unless it was on! Was making a funny noise and my 30 day warranty was up (mind you they had the car for about a week and a half total) and so brought it to my mechanic. It was on October 31st - bone dry - NO oil, no oil light sensor. Called them to tell them and was told I could have driven it a LOT of miles - retired and on disability! Then, car doesn't want to back up - again to my mechanic and it ended up costing $3,000 - differentiator and manifold were no good. Now bring it to a "friend" because engine light still on and off and and while it was off he was able to detect that it was misfiring. I don't believe they checked this car out at all before my purchase of it - signed papers on a Thursday and didn't pick it up until the middle of the next week and had it brought back the next day. I called on 12-2 to speak to the general manager and as of today 12/6 no one has had common courtesy to call back. The person who recommended them called and they spoke with her that same day and said they would contact her on Monday when Service Dept. opens. I am waiting for her to call me back to see if they did. Very hurt - I don't have this kind of money to keep putting out. Thought I was getting a reliable car that was checked over but it doesn't seem so. If it was they would have known about the differential and manifold and there would have been SOME oil in the vehicle.

  

  Business Response

  Date: 12/12/2022

  Thank you for your patience as it has taken some time to gather the proper documentation to respond to Ms. ****** ********** complaint.  Please refer to the attachments as follows:

  ******** RPO & AFM DISCLOSURE
  ******** BUYERS GUIDE
  ******** K208 & SAFETY INSPECTION

  Please advise that under the CT Used Car Warranty Law, the purchased vehicle can be sold “As-Is” since the age of the vehicle is well over 6 years and therefore does not meet all conditions. J&M Automotive gives a minimum 30 day / 1,000-mile (whichever occurs first) warranty on Engine and Transmission mechanical failure only on all older retail vehicles as a courtesy.

  Ms. ******** purchased a 2011 ********* ******* on 9/8/2022 from J&M Automotive and declined the purchase of an extended service contract at point of sale; please refer to the RPO & AFM attachment. The complete safety inspection as well as the signed K208 has been included for reference.

  The only warranty repair work J&M has performed was on the submitted repair order within the 30 day / 1,000 mile timeframe – please note that the radio replacement was done as a courtesy as it did not qualify for warranty repair as stated on our signed Buyer’s Guide.

  Ms. ******** contacted our service department after her J&M warranty had expired; the services that were performed on 11/21/2022 by ******** **** ***** do not qualify for our J&M Automotive dealership warranty.

  J&M Automotive is a full service and repair shop as well as a used car dealership and would have performed the 11/21/2022 repairs on a retail basis for Ms. ********.

  J&M Automotive has fulfilled its warranty and cannot claim responsibility for different service facilities repair work or issue a refund for such.

  Please note this response is also being used with the *********** Attorney General’s office – **** Complaint ID: ********* for reference.

  Customer Answer

  Date: 12/13/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********