ComplaintsforFranklin Sussex Automall

• Initial Complaint

  03/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  A year ago in June 23 a jeep renegade was finance from that year to present I have been going to the dealer for the one issue of 5he driver seatbelt which is a safety issue. All they do is come in take a look order part go back out in the part and this has been done several time in the service department.Sales department stated file a claim with jeep company. The case manager **** have me jumping through hoops just like the dealer. No one wants the car with its defects. So I am been turn around and around. On the other hand I still have to pay a car note and risk my life driving in a car with seatbelt unbuckled, seatbelt noise ding ding ding all the way until I stop or reach my destination. Then it starts up again. I fell like I am loosing my mind and could loose my life for driving with seatbelt that is deemed unsuitable and defected

  Business response

  03/08/2024

  We have replaced the seat belt on three different visits, my service manager will be calling the customer to get the vehicle in to be looked at again, it is baffling why we would be replacing it a 4th time but we will do what it takes to figure this out with the customer.  Once again the service manager is calling to schedule an appointment with the customer.  

  Customer response

  03/08/2024

  
  Complaint: 21387636
  
  I am rejecting this response because:
  While they are making an effort I reject their offer. The car is in the shop as of this writing.  How many times must I go through this.  All that will be done is the parts ordered, installed and I will be sent on my way. Its unacceptable to jeopardize my safety. Its like putting a  band aid on a wound and discharging the patient. Please keep in mind I still have to make payments on a defect car. The car needs to be replaced or recalled at this point. Would the parties involve like their family member driving an unsafe car or a car that is less than a year old with a faulty seatbelt, or a car that has been in service for the one issue, or are they waiting for something to happen then take action. A seatbelt save lives. The only offer is a refund for  the car payments I have made and the issue of a new car direct from the manufacture. This is time  consuming and remains unresolved. The car is a bad lemon that has spoiled and needs to go to a car action or scrap for parts. Highly dissatisfied knowing that my life is not valued. 

  Thank you, 
  
  
  Regards,
  
  *****************

  Business response

  03/11/2024

  I understand the customers frustration and I will be reaching out to my ****************** rep to share the customers wishes and let her know as soon as we hear something.  

  Customer response

  03/15/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  This is not a new complaint but an existing claim with # ********. I would like at this time to include Chrysler the head company Reference case # ******** with a email address of ******************************* Here is the update from both parties Chrysler thinks by an extended warranty for 60 months with ****** deductible save a life. I refuse that offer because the problem is still there. So now the claim is elevated to another level. The dealer update an engineer took a look and rewired the entire component. My thoughts rewired not wired which they did before the issue still stands. Dealer want permission to drive the vehicle home and back to the job site as a test. My thoughts you are grasping at straws. This car has had to present 4 seatbelts a major safety feature. So by this test drive and no lights come on. Dealer thinks problem solve. Even a non engineer such as myself can say while that is the hope a few days it may start the same issues of driver seatbelt not buckled, auto brake not engaged, airbag need to be service and so on. Therefore a test drive proves nothing. Facts are facts many trips to the dealer same issues as listed 4 seatbelts. I am an out of state driver so my life is at risk and I may not be around to tell my story. I am telling it now. The dealer looking at Chrysler and Chrysler looking at the dealer and both are clearly not facing the facts and repeating (dealer) what they know does not work and leaving me in a faulty car with a safety issue. Each time a get in that car will the seatbelt save my life. It is very stressful and additional stress caused by a big company and dealer for covering a wound with a band aid and I am making car payments each month for car that is the shop over and over again for the one problem. Am I the only one that understands that a seatbelt save life? I am appealing BBB's help in this matter, to be my voice/ my advocate and save a life. Thank you, Kind Regards, *****************
  
  Regards,
  
  *****************

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Truck was taken for repair's at franklin Sussex auto mall, for a electrical wiring harness ************* covered it . ***y had it for a month . I got it back and keep having SEVERAL major problems with it. ***y keep blowing me off and trying to charge me to bring it back. I lost heat/ Air conditioning . (windshield wipers) down shifting and running different. All the lights on my dash are lite up and dinging and all codes leak back to wiring harness . ***y finally took it back, only fixed the heat and air . Still no wipers. claimed more on my insurance and had it for a month costing me a rental. i went 6 months with no help paid to fix windshield wipers before i got killed. called them *** services manger said "he didn't not care". *** truck is all messed up causing new issues . cant drive it... THIS IS INSURANCE FRAUD . I want a full refund and rental cost or fully repaired at another dodge dealer.

  Business response

  02/16/2024

  The customers vehicle is a 2014 Ram **** with over ******* miles on it, she was at the dealership in December of 2022 and had a wiring harness replaced that animals ate through under her insurance, she drove the truck off the lot and everything was fine.  6 months later returned with other issues not related to the original repair but we found the wiring harness disconnected and that got the heat and air working.  Our contention is we did the original repair approved by the insurance company.  We have recommended many other repairs not related to the wiring harness which she has turned down, even had a mechanic lay under the vehicle with her to show a water pump leak to her and she denied it was leaking.  Unfortunately the truck is older with a lot of miles and needs work which is not covered under the original insurance claim or any kind of warranty.  ************ fraud was committed and repairs were done on the item the truck originally brought in for.  

  Customer response

  02/19/2024

  
  Complaint: 21299109
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  *******************

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Franklin-Sussex Auto Mall committed to correcting the bubbling paint on my ************************************************************************** 2021 over corrosion issues which cause damage to various vehicles paint. ********* has issued several ***************** Bulletins (TSBs) over the last several years regarding what service departments should do to correct these issues. FSAM agreed to replace the hinges on my hood and all 4 doors as well as repaint the hood and all 4 doors. No money was to be paid.On Monday, 12-04-23 I dropped my Jeep at FSAM and received a rental vehicle. On Friday, 12-15-23 I was contacted by FSAM and told my Jeep was ready for pick up. Prior to departing, I discussed several issues with their mechanic and members of the service department. Issues included, improperly installed/adjusted hinges causing excessive wind noise (whistling), an ****** strong odor of clearcoat, large amounts of excess wax buildup on various surfaces, damage to the rear passenger-side door jam (most likely wet clearcoat drippage), and the generally dirty condition of the vehicle. ****************** personnel advised me that the Service Manager (***) would call me first thing Monday morning to address the situation. As of today (12-20-23), I have never received a call from *******On Monday, 12-18-23, after 2 days of rain, all 4 doors were found to be full of water! Im assuming the body shop removed the window weather stripping to paint the doors, damaged it during removal and simply re-installed the damaged weather stripping in order to cut costs.I had to take the Jeep back to them that afternoon. I tried complaining to customer service. I was told the General Manager would be calling me. To date (12-20-23), I have never received a call from the ** either. At this point, Im concerned that FSAM has caused as much or more damage to my vehicle as they have corrected issues.Much more to this story. Im happy to discuss in further detail.

  Business response

  12/21/2023

  I am the General Manager of the dealer group and was unaware of the issues with Mr.  ********* Jeep or the need to call him.  I have been told that it is at the body shop getting his concerns addressed and **************** my service manager is on top of the situation and will be calling ****************** today after he talks to the body shop for an update.  All repair copies will be provided to *******************  We apologize for the inconvenience and will make sure this is all taken care of as per the warranty.

  Customer response

  12/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  10/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my second vehicle from this dealership (which resulted in getting a lawyer and having to go to court because I was sold a car with transmission problems and the dealership refused to take ownership of any wrongdoingwhy I decided to get a second car from them, I dont know) this time around I had issues with sales ***************, who was vague with numbers and basically told me I was s*** out of luck when it came to trading my car. I left after being ignored but my husband convinced me to go back and use his truck as a trade. Mostly smooth process, but the payment we were promised changed once we reached the finance department. We were told $610 which changed to $619.94. The vehicle is a hybrid model, and when I got it, it had no charge. It also had a check engine light on from being in the showroom for so long. I received the survey and answered it honestly. A week later I dropped off the check for the down payment and first months payment as promised. I was then harassed by a manager. She called me by the wrong name and pulled me aside to yell at me about my survey responses saying I gave very low numbers which negatively affected the dealership. Not once did she ask if there was anything she could do to make it right..she talked over me and criticized me and even said I shouldve let my husband do the survey because the car was purchased in his name not mine (even though Im the driver and Im the one who experienced the purchase process, all he did was sign the papers). I gave honest answers yet felt like I was pulled into the principals office for doing something wrong. I told her my answers were accurate and not very lowI gave 8s 9s and 10sshe stormed off to get a copy of the report and never came back. She was extremely rude and obnoxiousyou would think if she wanted to make my car buying experience better she wouldve been nice and calm. We had said we would buy another car from them but after that, well be taking our business elsewhere.

  Business response

  10/28/2023

  I must first apologize to the customer for the experience at the dealership especially after returning to bring the deposit monies in.  After reviewing the deal it looks like the customer purchase a term care select warranty coverage in the finance office which would result in the payment being more then what was quoted by the salesperson.  I will address the issue with the manger involved on the survey discussion as I agree this was handled inappropriately but see no warrant for any refund.  We could cancel the additional coverage agreed to in the finance office and this credit would go to the bank towards the unpaid balance if the customer wishes they would need to sign off on the cancellation.  

  Customer response

  10/28/2023

  
  Complaint: 20793885
  
  I am rejecting this response because:
  
  I have a copy of the agreement and we were given the extended warranty at no extra charge by *** since we were returning customers. From ***** desk to **** desk the price increased within a matter of seconds and zero explanation. I was told the white van was cheaper than the red van, and the red van was more because it was red. So I went with the white van, but ended up paying the red van price. The manager who berated me never came back to discuss the survey with me, but instead sent ***** over to tell me how upset he was, even after I explained the survey was both a reflection of him AND ***** performance. It doesnt seem that they care about the customers happiness, only their own, and only how they are affected. How is it ok to treat a returning customer so poorly after they just handed you a check for $6k?! 
  
  Regards,
  
  *************************

  Business response

  10/30/2023

  I do not want to go back and forth here with our customer and wish to hopefully make her happy with a refund.  The payment difference in question is $9.94 and the lease is 36 months, I will send the customer a check for $357.84 for the difference of $9.94 over the course of the lease.  

  ************************* General Manager

  ********************** 

• Initial Complaint

  09/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We brought our jeep wrangler in for a warranty issue we were told two weeks .. to fix upon the the two weeks no call that the car was ready. Three weeks we called ..were told sorry not readythey. Gave us a rental however the rental had a check Engine lite on the whole time and it was not comparable to our Jeep wrangler which. We lease per month for ******. Upon the 4th week the car was still not ready . No apology. , poor service ..I paid my lease payment but did not have our car. Had a Jeep compass with a check lite engine. They told us that they. Would compensate us and see if they can pay the month. Lease since we did not have the car ..finally got our car back ..however they. Never compensated nor even looked into compensating us until. We brought it back up this week September 15th. where is the compensation for holding the car for a month. they. Told us no they can not help us. I am looking for a month of my lease payment which is as long as they had the car and it was a big inconvenience even though we had a rental it was not compatible to my Jeep. Wrangler and the check lite was on and I was fearful that the car would breakdown. The service manager was ver y rude and not helpfulat all this all occurred from the beginning of July 10th 2023 trough august 15th 2023.

  Business response

  09/18/2023

  The customer had an issue with the hinges on a Wrangler that needed to be replaced, the vehicle was sent to the body shop where it did take a while to do the repair under the factory warranty, the customer was provided a rental car for their inconvenience.  We could have replaced the rental car if requested not sure whether the customer requested this but it could have been exchanged out if needed.   The customer was never promised a payment, the customer asked about a payment and he was promised that we would reach out to our ****************** rep to see if they would compensate the customer, which we did do.  The request was denied by Stellantis since they provided a rental while the repair was being done and covered repair.   This was a warrantied repair and not the fault of the dealer but of the manufacturer.  The dealership should not be responsible when it comes to payment compensation when the dealership was not at fault.  It is unfortunate and apologize for the inconvenience  but the repair was covered and a rental car was provided.  The customer has since left us a bad review on ****** which honestly is unfair to us.   

  Customer response

  09/18/2023

  
  Complaint: 20617370
  
  I am rejecting this response because: one we did request a new vehicle and was told not to  Worry  About the lite.  Two. They Never reached out to us letting us know what the issue was  on the Jeep or what was taking so long We always had to. Call them third the vehicle they  Gave was not comparable to A  Jeep wrangler.  . Forth  we were told they Could not see why. We couldnt  get  compensated beacause of the time the car was not held in our possession.  but thenNever heard back we had to. Call This past week.  Very. Very poor service lack of communication.  And finally I did not leave a bad review .  Look this warranty issue was not our fault..  we did not get proper customer service, between the rental having lite engine on, the lack of communication from them, the fact when we did get the vehicle back it was filthy. We asked them to clean it ..they. Did but there was still dust and dirt.  Its a *************************************************************************************  I was told that they would look into. Compensationbut never did it was only when I approached them again that they looked into. It.  I believe its only fair to compensated for this awful experience
  
  
  
  Regards,
  
  ***************************

  Business response

  09/19/2023

  I can understand the customers frustration, I will agree to this I will send the customer a check for $300 as a sing of good will and because the dealership appreciates his business and hopes to continue to serve him in the future.    Once again the manufacturer paid for a rental car so he was never without transportation and the repair has been done and we apologize for not meeting his expectations on communication.  Here is the 1 star review the customer left and his comments and said he didn't I would appreciate him addressing this also.  Please let me know if he is in agreement and I will have a check cut today.

  New Reviews
  Franklin Sussex Auto Mall
  *********, Sussex, ** ****, *************
  View in Podium
  Google  1 **************************************************** experience if I could give 0 stars I would.

  Customer response

  09/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
    I accept the $300.00 offer.  Thank you 
  Regards,
  
  ***************************

   

  i accept the $300.00. Offer , also. I did not realize my wife posted the comment on ****** once check is received willing to pick it up if necessary theyCan call me I will remove negative comment and replace with a more positive comment .

• Initial Complaint

  03/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a certified preowned 2020 Jeep Compass which is missing the tire inflation kit. This model does not come equipped with a **** or spare tire. I have been trying since Monday 2/23/2023 to get the dealership to send me the kit and have spoken to eight employees. I have been told that a manager needs to get involved. I have also been told that I will receive a call back numerous times which has not happened. I have called every other day and get the same run around. I am just looking to get the part that I paid for when I purchased the Jeep.

  Business response

  03/05/2023

  I am away on vacation, I have asked my team to contact the customer and address the concerns and report to me when they have done so.  

• Initial Complaint

  07/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Franklin Sussex Auto Mall has had my truck in service for over three months and have no clue what is wrong with it. They do not call back. They keep billing, but havent produced any results. I have contacted Jeep headquarters and there engineers along side of FSAM technicians still cannot rectify the issue. Every time I call either organization, they tell me that they will call me back, but never do. The dealer has let this sit for months. I would like the BBB to help resolve this issue asap. My truck is a 2018 Jeep Grand Cherokee. I originally leased this vehicle for my wife and purchased it after lease was up. I regularly service the vehicle and up to this point, there hasnt been any issues. I had the truck flat bedded to the dealer the Wednesday before Memorial Day and its been there ever since. They cannot get power to the vehicle and do not know why. This is completely unacceptable.

  Business response

  07/18/2022

  Unfortunately ************************* vehicle has an electrical short in it and our team has been diligently working on finding the short and finishing the repair.  a new vehicle replacement would not be a consideration but his request to repair and fix the vehicle is what we are attempting to do.  I will make sure my service people are in touch and updating him on the status.  Unfortunately he is out of warranty and does not have an extended warranty which could possibly cover a rental car.  

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a NEW 2022 Jeep Grand Cherokee L on 12/29/2021 and within minutes of leaving the dealership the center console main control screen blacked out and locked up. The dealership was notified the second it happened. Now it is 02/18/2022, over the last 52 days the Jeep has been in and out of the dealership's service center NUMEROUS times putting the Jeep out of service 25 days to this point. In addition the Jeep currently has ***** miles on it and the dealership service center has put 607 miles of that ***** "TEST DRIVING" the Jeep. I have contacted **** our salesman, *** the service manager, *** the advisor, and ************************* general manager all a number of times for help. ************************* from Stellantis / Jeep has also been involved but still the Jeep is NOT repaired. I have notes, outlines, emails, video's, and phots all time stamped proving everything I have stated.

  Business response

  02/19/2022

  This matter is being addressed by ************************* at Stellantis, it is my understanding he has been in touch with *********************.  Being that Stellantis is the manufacturer of the vehicle they would need to address buy backs on said vehicle due to manufacture defects.  I will follow up with the representatives to see where ************************* request stands.

  Customer response

  02/19/2022

  
  Complaint: 16782586
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  *****************************

• Initial Complaint

  11/27/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Purchased a maintenance contract back in 6/23/2021, cancelled the contract a week later, have yet to be issued my refund.been going back and forth with serval managers and nothing has been resolved as to date, 6 months later.

  Business response

  11/29/2021

  The maintenance contract was cancelled, the customer has been contacted numerous times by my manager *****************, the refund for the cancellation goes to his finance provider to lower the unpaid balance on the loan, not to the customer directly.  We apologize for the delay, we cancel the contract and the warranty provider issues the refund, this process is definitely in motion.

*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. ↩