Complaints

This profile includes complaints for Fred Martin Superstore's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fred Martin Superstore

  3195 Barber Rd Norton, OH 44203-1011

  
• 

  Speedy Wash and Lube

  3160 Barber Rd Speedy Wash & Lube Norton, OH 44203-1010

  

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:04/25/2025

  Type:Service or Repair 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.

  8/19/24 Took Ram 1500 Tradesman to Dealer in Barberton, Ohio. Fan was running high. Mr. ****, Service Dept, told my wife and I, said it was supposed to run that way. I said that wasn't true. I said I believe there was an extended warranty. A diagnostic test showed the problem was Air Dam. Water got into it and shorted it out. I again said, I believed there was an extended warranty, but he said he checked and there wasn’t one. Having no choice, they did the repair. Prior to paying I said it should have been covered. I paid $1,147.04. 8/20/24 Picked up vehicle. Voiced my displeasure as it should have been covered. 2/25 While researching Ram Recalls I saw there was an extended warranty notice for the Air Dam. A bulletin (July 20, 2022) for all US Dealers, showed the reimbursement process. 3/1/25 Called FCA Customer Care, per bulletin, advised that the Air Dam was covered by an 2022 extended warranty. They sent me the forms. 3/14/25 Completed forms and submitted it to FCA (Ram) Customer Care. 3/28/25 RAM Customer Care approved my reimbursement of $939.00. I received a check. 3/28/25 Called Dealer and finally reached ******* ******, Service Manager. I told him what had happened and I wanted reimbursement for diagnostic fee. He said he would research it and get back to me. (He never did). 4/8/25 I called Mr. ****** again. Left message. He did not call back. Around 4/14/25 I used chat line on their website. I think I talked to ***? I explained everything. She said someone would get back to me. No one ever did. 4/21/25 Chat line (*******). I was told someone would get with me. I also called and spoke to *****, who said he was a service advisor. I explained everything to him, and he said it was above him but that he would have the director (Service) contact me. No one ever called me back. As of 4/25/25, no one reached out to me. I simply asking for a refund of the diagnostic fee ($185.00). It's ridiculous no one calls back.

  

  Business Response

  Date: 04/28/2025

  We are in receipt of the complaint by ***** and ******* ******. We have reached out to the customers, and a refund has been initiated. We apologize that they were not contacted earlier, it was an error on our part. We believe them to be completely satisfied.

  Customer Answer

  Date: 04/28/2025

  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.

• Initial Complaint

  Date:04/21/2025

  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.

  They stated I would qualify for a $7,500 dealer discount on a new hybrid van bought in 2024 so they discounted the price of the car but was charged an additional $7,500 penalty from *** as **** Martin did not properly check the restrictions. So, the *** took back the funds ...and of course **** Martin stated not the dealer problem, tough luck and I am now out $7,500.

  

  Business Response

  Date: 04/23/2025

  We are in receipt of the complaint by Mr. **** ******.  Mr. ****** spoke with our President, Mr. **** ****.  They have come to an agreement, and at this time we believe Mr. ****** to be satisfied. 

  Please let us know if you have any questions.

   

• Initial Complaint

  Date:04/03/2025

  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 bought a 2018 Ford explorer on 2-18-25 2 weeks later during a bad weekend of storms my windshield started making a humming noise i took to Fred Martin for service. Was told ir wad a sun rotted seal that needed replaced and I was going to have to pay for it That seal did not rot in the 2-3weeks after I bought the car and I do not feel I should be held responsible..it wasn't caught during test drive because there weren't 40 moh winds like the day it started making noises

  

  Business Response

  Date: 04/04/2025

  We are in receipt of the complaint by Ms. ******. Ms. ****** purchased a 2018 Ford Explorer with just over 100,000 miles on the odometer on February 18, 2025.  Our General Sales Manager, ***** *****, contacted Ms. ****** upon receipt of this compliant to review the work that was done on her vehicle prior to it being offered for purchase, and her current issue with the windshield. 

  Ms. ****** agreed that the vehicle did not have the humming noise for the first two weeks that she owned the vehicle.  Although she does have warranty coverage, the windshield is not a covered item.  Given the recency of her purchase, we are offering to complete the work at a heavily discounted cost to Ms. ******.  She was quoted $1,103.31 to complete the repair. 

  As a gesture of goodwill we are offering to repair the windshield at a cost of $300.  Please let us know if this is acceptable to Ms. ******.

  If there are any further questions, please contact me at ***** *********

  Sincerely,

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

  Service Manager

• Initial Complaint

  Date:02/19/2025

  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.

  Fred martin super store service department broke my hood lever and expected me to pay them $212. They kept saying it was bent but yrt it was kaying on my engine and appeared to be broken. They refused to repair it. They attempted to blame the tow company but i got the tow company on the phone at the manager ******* request. Then he-decided he didn't want to hear it. The tow company never opened the hood.. The manger start talking about i owe them and i said that i alwayspay my bills in full. He seemed to be agitated about that and not willing to deal with the problem at hand. I ended the call because i have the-flu and could not endure tjis madness any longer

  

  Business Response

  Date: 02/21/2025

  We are in receipt of the complaint by *** ***** ***** *** **** brought her vehicle in to diagnose an issue. The cost of the visit was $212. During that visit we provided a complimentary inspection and let her know we found the hood prop to be broken. 

  In discussing this issue with her we reminded her that she owed a balance of $239.65 from a prior repair. She hung up the line.

  Our stance remains the same on the matter. We did not break *** ****** vehicle, and she still has an open balance of $239.65. 

  If she has questions she can call me at ************.

  Sincerely, 

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

  Service Manager

  Fred Martin Superstore

   

   

  Customer Answer

  Date: 02/21/2025

  ********* was the person that I spoke to originally and I found him to be deceiving, dishonest and a liar. As I stated before, when my vehicle was towed to f**s , no one opened the hood to the vehicle. I contacted the tow company and I spoke with a lady that said she witnessed the tow and he never opened the hood. The reason I highlight the hood was never opened because ******* stated how did I not know the tow company didn’t open the hood, this is after his technician said it was bent by the tow company. He so dishonest and deceitful that he says my bill was $212.00. Noooo the bill would have been over $400. + $212 I asked for a diagnostic report to see exactly what they diagnosed and they sent what I sent to you. The only thing was wrong with my car as far as what they stated that day, the battery was dead. He’s so focused on their imaginary bill he chooses to slam me with. I have never received a bill or any statements of me having an amount due. I don’t trust anything about this company and if I knew anything I knew now , I would not have spent my hard earned money on the all cash payment on this vehicle. Just do the right thing and fix the lever on my car that you people say is bent but lays on top of my engine broken. 

  

  Business Response

  Date: 02/27/2025

  We maintain our position on the matter. Attached you will find an invoice generated September 11 for a service on July 17th. This was sent to **. ****. Her vehicle was in service in July during a nationwide outage of CDK, the system by which most car dealerships conduct business. This system was not fixed for weeks, and all backlogged service work had to be manually entered, hence the delay in getting a formal invoice to her. 

  To be clear, **. **** owed this balance in July, could have paid in July, but did not and due to the outage this was not recognized until her return visit some months later. She still owes a balance of $239.65.

• Initial Complaint

  Date:01/18/2025

  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 new to me used vehicle from this dealership on 1/16/25. I was told I was being sold a *************************** Warranty which is equivalent to a factory bumper to bumper warranty. I come to find out I was issued a limited warranty that does not cover many items, such as the display/radio unit, as I was assured it would. *** ***** used deceptive bait and switch to sell me an inferior product.

  

  Business Response

  Date: 01/20/2025

  We are in receipt of the complaint by *** ******* ******. While we do believe that *** ***** went over all of the documents thoroughly during the purchase process, we will happily provide *** ****** instructions on how to cancel this product.  Once executed we will process the cancellation.

  If there are questions please contact me at ************. Thank You.

  Sincerely,

  ***** *****

  General Sales Manager

  Customer Answer

  Date: 01/20/2025

   I am rejecting this response because:
  
  Mr. ***** contacted me by phone on 1/18/25.  He admitted the different, lesser warranty was issued. So although documents were reviewed with me, I was wrongly issued a lesser warranty.  Mr ***** claims a clerical error.  How can a finance manager make such an error?  How many other people has this happened to and they did not catch the difference and the dealership pockets the proceeds.  Bad business practice.  
  

  Additionally, it should not be my job to correct your error.   I am requesting you fix your mistake and issue my refund in full.    I just see this as an attempt to deflect responsibility when your employee has already admitted to what was done.  

  

  Business Response

  Date: 01/20/2025

  We can process the cancellation for Mr. ******* but we do need him to sign the document provider in order to process this. 

  Thank You,

  ***** *****

• Initial Complaint

  Date:01/16/2025

  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 2012 GMC Acadia, on jan 14th 2025, for a total cost of $9000.00 (including $2500.00 allowance for my trade-in). While I was sitting in the salesman's cubicle, I read an advertising display piece that stated that the several perks (including free oil changes, reduced part and labor rates for a year, etc. come with all used car purchases from Fred Martin Superstore. I assumed that the car I was buying would come with these perks. I am 86 years old and I needed to sign my wife's name on the title of the trade-in. Because I was signing for her as her Power of Attorney, there were many documents being shoved at me for my signature. I didn't notice but one of them stated that my purchase was "as-is where-is". Upon returning to the salesman's cubicle, he presented me with the "as-is where-is" paperwork. He presented a small placard which stated the same info as the larger one I read earlier, however, it had a disclaimer that only used cars costing $12000.00 or more where covered. The disclaimer was so tiny that I could not read it. This practice is so deceitful that I feel cheated. I may not have purchased the car had I known that it was "as-is where-is", or I certainly would not have met their price. As a side note, Fred Martin has a Budget Lot where they advertise that all of their cars are sold "as-is where-is'. I wouldn't even look at a car on that lot. I think they took advantage of me by never stating to me that this car did not qualify for the perks. I want Fred Martin Superstore to extend all of the perks to my purchase. I contacted a manager at Fred martin Superstore and He refuses to help me.

  

  Business Response

  Date: 01/20/2025

  We are in receipt of the complaint by Mr. ******.  Mr. ****** purchased a 2012 GMC Acadia with 142,470 miles on the odometer on January 14, 2025.  While he may not have been able to read the disclosures that were on the same documents as the advertised "Customer Happiness Guarantee" elements around the dealership, he was certainly aware he was purchasing this vehicle "as-is".
  
  
  His signed documents attesting to such in two places.  Attached are these documents, along with the Retail Buyer's Order.  At any point after being presented with these documents Mr. ****** could have stopped moving forward with the transaction. Instead, he executed all of the necessary documents and moved forward with his purchase. 
  
  
  While Mr. ****** may regret this decision, he had ample opportunity to cancel the sale.  At this time we are not offering Mr. ****** any of the benefits that would have been included, had this vehicle qualified for our "Customer Happiness Guarantee".
  

  Customer Answer

  Date: 01/20/2025

   I am rejecting this response because:
  Not the salesman nor the negotiator EVER referred to the car as being sold as-is. The larger stand-up sign, in the first salesman's cubicle, is the only one I read. I don't remember any disclaimer. No doubt in my mind, the intent of the display piece, in the first cubicle, was to give the impression that if you buy a used car from their establishment, you will get additional benefits.  I was considering this when negotiating their extremely low ball offer on my van. I also thought that that is why their car was priced about $2000.00 over the Kelly Blue Book. The issue of the tiny disclaimer was the last interaction I had with the salesman (after the sale was completed). He presented a small version of the larger sign, to support the company's position. I  signed so many documents, that frankly I can't remember when the AS-IS paper was put before me. It was a lousy experience and I will get over it. I was cautioned by friends to avoid dealing with them. I should have listened. I would be interested in their explanation for why they only allowed me $2500 trade-in on my van and then offering it for sale on their lot for $6500. The negotiator stated that my van wasn't a car they would retail on their lot and that it would go to auction. Can you spell "GREED".

  
  

  

  Business Response

  Date: 01/22/2025

  We maintain our position on this matter. Mr. ****** test drove this vehicle, and the "as-is" documentation was on the vehicle at that time as well. He signed documents during the sale agreeing he knew he was purchasing the vehicle "as-is". He did not need to move forward with the purchase if he did not accept those terms. 

• Initial Complaint

  Date:01/02/2025

  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.

  On 11/15/2024 on my way home from work just as I pulled up to my house my engine started ticking. I checked the oil level, and it was about 2 quarts low. Fred Martin was the only one doing my oil changes, because they gave me 3 years free oil changes. I took it to Fred Martin on 11/16/2024 to have it inspected. Their results were, I needed all new lifters, Rockers & cams. Engine & Transmission have a lifetime warranty. So, my cost was $1,132.19. Problem is the lifters went bad due to the oil being low 2 Quarts. which was caused by Fred Martin service department. So, at this point I feel that the entire cost should have been theirs because it was due to their negligence. I had the transmission serviced in late September, I took it back late October or early November because it was not shifting right. Service department found transmission fluid was a little low and filled it up. They even showed me the video for the transmission. However, they did not show video of oil level. My thought is if they would have checked the oil, they probably could have caught their mistake then. We both agreed that my vehicle was not leaking oil or burning oil. So, oil was low from last oil change at Fred Martin. It is because of this fact I feel they are responsible for the repair, and I am seeking help for a refund from Fred Martin for my cost of $1.132.19 for the repair of my vehicle. Repair order #****** paid on 11/20/2024

  

  Business Response

  Date: 01/13/2025

  We are in receipt of the complaint by Mr. ****** *****.

  Mr. ***** had two visits after his oil change in July. During both visits the engine was reviewed as part of our standard multipoint inspection.  Attached is the repair order for that oil change (** ******), and both subsequent visits after that with their respective inspection forms (** ****** and ** ******). No issues were present during that time related to the engine or oil leaks.  A video was also created during ** ******. No leaks were present. I am unable to attach the video to this response, but am happy to forward along if I am directed where to send it.

  Engine ticking is often the first sign there is an issue. While we understand that Mr. ***** is frustrated that his engine issues began so soon after his transmission issues, but they were unrelated and not due to negligence from earlier oil changes.

  At this time we are not offering a refund to Mr. *****.

  If there are questions please contact me at *************

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

  Service Manager 

  Fred Martin Superstore

   

  Customer Answer

  Date: 01/13/2025

   I am rejecting this response because:
  My vehicle was low 2 quarts if oil, and as Fred Martin service center stated their was mo oil leaks but the vehicle was low 2 quarts of oil and the inspection video they provided never showed the oil level being checked like they did the transmission.  If the oil was not leaking and it clearly isn't burn oil.  Where did 2 quarts of oil go?  I also have video showing the vehicle low on oil and the last place to change my oil was Fred Martin service.
  

  

  Business Response

  Date: 01/15/2025

  When the vehicle was brought in for the lifter repair the oil was not low. The oil was also not low during any of the service visits in between the oil change and the visit prior to the lifter repair. We do not know what would have happened to the oil, but we never verified that the oil was truly low. If there are no leaks from the vehicle and oil is being lost, the vehicle could be internally burning it.

  However, again, we never verified the oil was truly low. We understand this can be frustrating to Mr. *****, but it does not change our response.

  Thank You,

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

  Service Manager

  Fred Martin Superstore

  Customer Answer

  Date: 01/16/2025

   I am rejecting this response because:  I had to add 2 Quarts of oil to the vehicle in order to get it to the dealership.  As I said I have video showing me check the oil and you can clearly see the oil was low.  To drive the vehicle to you while it was 2 quarts low would have been stupid and irresponsible of me to do so and would have caused more damage.  You're asking me to be okay with pay for a mistake that was clearly cause by your service department.  This is unfair and lacks integrity on the dealerships part.  I have no problem servicing my vehicle as I have shown you all receipt for my services.  This is not good business practices.  I came to you respectful and all I get is the service department trying to back pedal out of there mistake.  I never judge a place of business by its mistake,  but how they correct them.  I have to say I am not satisfied with your answer or lack of service. 
  
  

• Initial Complaint

  Date:12/12/2024

  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 2024 Jeep Rubicon from Fred Martin Superstore 11/2023. I paid cash. I am missing the remote control for my Warn winch that was sold as part of the aftermarket package. I contacted my sales representative ***** ******** that I need the remote to use my winch. He said in 28 years of sales he never heard of this. I went to the Warn website and indeed I need the remote. I paid over $60,000 for my vehicle. Mr. ******** indicated it has been a year and that I should have called within a week. Understood, but because it was purchased during the winter months, I had no reason to use it. Fast forward to summer when I was ready to use my winch, my transmission failed and **** Martin dealership had my vehicle for 6 weeks waiting for approval and installation of a new transmission. I was never offered a rental vehicle from **** Martin. I had to pay for a rental car myself and fight Jeep for reimbursement. I was then deployed with the ********* and wasnt driving my vehicle for 3 weeks. I returned and then was struck by a vehicle and my Jeep was again in the shop for repairs for another 6 weeks. Because of the damage to the front bumper, the tow rope attached to the winch had to be pulled out. The shop indicated I need the remote to pull the rope back into the winch. I called Mr ******** and explained all that happened. He told me I gave him a poor review and cost him lots of money and he hung up on me. I called back and spoke to the sales manager, *** and I explained the situation with not having my Jeep for so long and that I am sorry that I am just finding out that I do not have the remote control. I asked him to contact Warn and ask them for the remote. He told me too bad and offered no assistance. I contacted **** customer service and they indicated the dealer needs to contact them because they purchased the vehicle first. I want the remote for my winch that should have been in the Jeep when sold to me, and an apology from Mr. ******** for his rudeness.

  

  Business Response

  Date: 12/19/2024

  We are in receipt of the complaint by Ms. ***** ******.  ************* states, we were unaware that her winch remote was not in the vehicle at the time of purchase and we were not notified until nearly a year later.  We apologize for the way the phone call went with her salesperson.  We were able to listen to the call, and we have counseled the salesperson on how he could have better dealt with her situation.  We have obtained a remote for Ms. ******* and she is sending someone to pick it up today, as she is out of town.  She has requested we speak when she returns, and I am certainly happy to do that. We hope that getting her the remote, and speaking to her about her experience will fully resolve this situation.

  Thank You,

   

  ***** *****

  General Sales Manager

• Initial Complaint

  Date:12/06/2024

  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 have a powertrain warranty with Fred Martin Superstore for the 2015 Honda Odyssey I purchased in 2018. At that time, I also purchased a 6 year, 72,000 mile extended warranty to go with it that was "bumper to bumper". In 2020, I began seeing an error code on my van that was "P0301" which was indicative of a misfire in cylinder 1. They replaced the coil on number 1 at that time. The same error code "P0301" came back in Dec. of 2021 and they advised me to replace all the spark plugs at my own cost with them & we would check it again if the code came back. Well in May of 2024, the code "P0301" came back again for the third time, & I took it to Bush's Automotive as my 6 year warranty with Fred Martin had just expired by that point... He also replaced the coil in number 1 at that time. And then, on 11/28 the code "P0301" came back a 4th time and I took it to the Honda dealer to understand what was going on. That is when they informed me that the piston rings on cylinders 1-3 of my engine were failed & were causing the spark plugs & coils to fail continuously. And now I am being told two things by Fred Martin: 1.) The previous warranty is expired & they will not retroactively apply it to this repair. 2.) The lifetime powertrain warranty that was included with the vehicle is void because I changed my own oil, despite providing oil receipts and a log that I used to track the changes. (I believe this is against the law according to the Magnuson Moss Warranty-Federal Trade Commission Act) I'm very frustrated with this situation. This issue was present early on during my ownership of this van, well before my warranty had expired & they're refusing to cover under the original warranty. And I also had to pay upwards of $800 in spark plugs and coils during that time because the root cause wasn't identified. And then I am being told that doing my own oil voided the other warranty. I just need some support. All supporting documents & communications are attached.

  

  Business Response

  Date: 12/16/2024

  
  ****** ******* ************ * ******* ********** *********** ****** ******** ****** ** ***** *** ** ****** ****** ****** **** ****** ******** *** ****
  
  RE: Complaint ID# ********
  
  Dear *** ******:
  
  We are in receipt of the complaint by *** ****** ********** *** ********* purchased a 2015 Honda Odyssey on March 13, 2018 with 42,930 miles on the odometer.  With his purchase he received our Lifetime Limited Powertrain Warranty.
  
  Attached is the document outlining this warranty signed and dated by **. ********* on March 13, 2018. The third sentence of item #8 (Purchaser’s Responsibility” explicitly states “The only acceptable form of proof is from a professional automotive facility.”  *** ********* failed to provide this proof, as he himself states that he performed the oil changes. Therefore, his claim was denied.
  
  **. ********* contacted Fred Martin Nissan prior to filing this complaint, and was explained to in great detail this requirement, and why his claim was denied.
  
  At this time, we maintain our position.  *** *********’s claim is denied due to failure to provide the required proof of oil changes.  If there are any further questions, please contact me at ***** ******44. 
  
  Sincerely,
  
  
  *** **** ******* ******* **** ****** **********

• 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.

  On 6/1/24 I arrived at Fred Martin Superstore in search of a low mileage vehicle since I travel a good distance to work daily. **** showed me a 2019 GMC Acadia, we decided to buy and left a $500 deposit. Came back 6/3, signed and paid another $2500 cash towards down payment. My issues started as soon as I left the lot. Upon getting on freeway, front end was all over shaking. Immediately notified salesmen and service. The following is a list of issues occurring within first 30 days: shaking/vibration felt when driving certain speeds. Hard transmission shift from a stop, but has now started when stopping as well. In active cruise control, will feel as though brakes are being applied - but not the hill assist its in a straight flat line. heat control light flickering (have on video). Touchscreen clock changing times multiple times on its own in less than 5 mins. Rear wiper arm scraping rear window. Engine has become increasing louder making noises it did not make at purchase. I have talked to everyone I can, I have tried to contact **** **** and *** **** by email - NOONE seems to want to return phone calls, texts, emails - anything. Admittedly I have lost my patience w this. It did make it to service twice, and both times they just continued to tell me absolutely nothing is wrong with it. They did say they reattached rear wiper blade (this didn't work I sent them video it's still broke) and did flush trans at our request which did not correct problem. Took to ******* GMC - diagnosed the rear toe links are bad and need replaced - which also destroyed the tires (we've already purchased new ones and I gave **** chance to say yes there's a tire issue and he just said "smoothest ride he's seen in a long time that's how those tires drive"). He was dismissive of anything I had to say. Also had service brake assist light come on, ***** said its part of ABS but isnt worried as it was not on at that time. Whole sale was a nightmare, including losing paperwork, no communication.

  

  Business Response

  Date: 09/11/2024

  We are in receipt of the complaint by Ms. ***** *****. Ms. ***** brought her vehicle into our Service Department after her June purchase of a 2019 GMC Acadia with several issues that we could not duplicate: the clock, the cruise control, and the shifting, among others. Attached you will find the Repair Order reflecting this visit.

  On a subsequent visit we performed a transmission as a goodwill gesture to Ms. *****, despite being unable to verify her concerns. The Repair Order and executed "Goodwill Repair Addendum" are also attached.

  At this time we are offering nothing further to Ms. *****. We apologize if there were communication issues regarding getting her vehicle into the Service Department, but we do feel in the end we did our best to alleviate her concerns.  

  If there are any further questions please contact me at ************.

   

  Sincerely,

   

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

  Service Manager

  Fred Martin Superstore

  Customer Answer

  Date: 09/12/2024

   I am rejecting this response because: please see attached documents/images. Theres way more evidence of my complaints but i could only upload 5. They have been aware of issues starting June 3rd when I left with the vehicle. This was not a miscommunication getting my vehicle into service - there in fact was no communication until I finally had a fit. FM has a 15 day love it or leave it, lifetime limited power train warranty, and no lemon guarantee. At last service visit Will, the person who responded to this complaint, drove my vehicle, he did not let me drive it. We (my bf and I) already knew the tires had to be replaced, but he claimed it had a "smooth ride" and the shaking was NORMAL that "that's how those tires drive". Absolutely not. The following week I took this to ******* GMC in *******. Within 10 mins the tech already knew what the problem was - bad rear toe links. I took videos of each side and sent this along with photos of the bills for ******* and my new tires directly to ***** ***** and **** ****. **** clearly doesn't care to respond despite multiple emails, *** **** was supposed to call and never did, nor is ***** responding. It's not my fault they did not properly assess this vehicle - but according to what I signed for they are denying me the options I had available to me because they drug their feet getting it into service in the first place, then knowingly allowed me to leave in a vehicle that is unsafe at this time to be driving down the highway. I say knowingly due to if it only took ******* 10 mins to find a problem, why has FM been given essentially 4 days and they found nothing?! Because they didn't do their job! If tech from ******* felt what I was complaining about FROM THE PASSENGER SEAT - then no way it was not noticeable from the drivers seat! And when ***** straight said to me " the service brake assist is part of your ABS (and cruise control - which I've complained of issues w as well)... but if the light isn't on right now I'm not worried about it"...I'm sorry, come again?! So... you just gona let me leave not knowing if brakes are going to work properly? Sounds smart to me. Also, something so simple as the rear wiper. I told them and **** ***** tested it right in front of me... it's scraping window. Told them it needed replaced. **** says no we reattached wiper properly. Well, we had already done that twice! Now, we just got done having ******* order the new arm/wiper, it came in on 9/11. Now... it's fixed properly. Had they gotten this into service when I asked the day I bought it and subsequent days after... I might have returned it due to all the issues. Issues that again, I've complained of from day ONE. They obviously cannot conduct their work correctly and for the safety of their customers, and I don't care to bring the vehicle there. But I'm not going to be left without a vehicle either that's not fair to me. This car shouldn't be driven until repaired. The transmission is now acting up both at coming from a complete stop (which will couldn't duplicate because he literally only came to a stop once or twice) and also on the downshift as well now. The engine is extremely louder than it was at purchase. On 9/10 I got a shift to park message upon exiting the vehicle after it had already been in park for several minutes. I turned off the remote left in vehicle reminder - and yet it still continues to ding 80% of the time... explain that..?! I want my $3000 back to be able to repair this vehicle, OR **** **** can TAKE IT BACK! They've had 3 almost 4 months, they gave me 3 months of run around which I feel was to run out any options I may have OR because they just don't listen and don't clearly communicate with each other the same way they do not communicate with customers. I will be without a vehicle until this is repaired. I gave them the chance more than once and they failed, it's that simple. FM can't keep doing this to people! The evidence is black and white - there are issues and FM failed to or didn't care to find em.
  
  
  

  Customer Answer

  Date: 09/19/2024

  Not sure if this was sent w last one I know I uploaded other stuff last time. I am now getting an occasional shift to park alert after it's been in park and off for a few mins. Taking much more force on brake petal to stop. The wiper arm they claim to have fixed we have now replaced. Tires have been ordered. Rear toe links are bad. All of this is documented multiple times. FM refuses to respond to any phone calls or emails at this point. They did not properly inspect this vehicle and allowed me to leave their lot with an issue that could very well cause an accident if toe link breaks while being driven. 

  I have not been given the opportunity to use any of the 3 outlined guarantees they themselves boast about. It has basically been good riddance to me. They also told me boyfriend they would perform a transmission flush and tire balance. They drained 4 quarts and put new in, no flush and refused to balance tires. How are they allowed to get away with this? This is deceptive. This came with a warranty yet they won't honor their warranty, or their 15 day love or leave it or their no lemon guarantee. **** **** has responded to absolutely nothing! All this happened within first 30 days and they kept saying no we will take care of it.....so it ran out all my options. I WANT MY DOWN PAYMENT BACK TO REPAIR THIS CORRECTLY BY PEOPLE WHO KNOW WHAT THEY ARE DOING OR THEY NEED TO TAKE THIS CAR BACK.

  

  Business Response

  Date: 09/23/2024

  At this time we are not willing to take any further action.  Ms. ***** did purchase an extended service contract with her used vehicle, and she may use it at any repair facility she chooses under the terms of her coverage.  It would be up to that facility to determine if any recommended repairs fell under the scope of coverage. Thank you.

  Customer Answer

  Date: 09/23/2024

   I am rejecting this response because:

  They knowingly and negligent placed me in a vehicle with a safety issue then did nothing to remedy the situation! If another dealership found one of the problems within 20 mins... and they didn't, it's clear they did NOT inspect this vehicle when it was brought in for service. They took my $3000 and didn't care what happened after. They can't even communicate with each other let alone myself. I was told they were performing a transmission FLUSH....FLUSH! Meaning the entire transmission. Not 4 it's and fill it back up. They are deceptive in everything they do. Yes I have an extended contract... but when all of this happened in the first 30 days - I have clear paperwork provided BY FRED MARTIN that says 15 days to bring it back, no lemon and customer satisfaction guarantee..... you've breached every one of those and CLEARLY THEYRE A LIE!! I complained over and over from day ONE are you really going to sit here and lie?! I get it's what they do best. **** **** should be ashamed! But I guess ripping people off, not following thru on your "guarantees" and jeopardizing people's safety is what pays for ****'s giant house. Fred martin had a duty when they provided a dealer warranty to follow thru on said warranty and instead you blew this off until any option I had was null and void. You breached the contract I signed.... not me. I want my money back to have this vehicle fixed because now you've left me without one! I have more than enough evidence to take this further. ***** ***** said **** told him to make this right .... AND THEY HAVE CLEARLY FAILED TO DO SO!!