Complaints

• Initial Complaint

  02/19/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  01/18/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  12/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  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

  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 response

  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!!
  
  

  
  

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took Jeep Wrangler in for service due to A/C not working. I informed them I had already tried replacing refrigerant myself, that it worked a few days, and then stopped working again, clearly indicating a leak of the system. I was charged about $460 for diagnosis and refill of the refrigerant, having been told there was no leak. Just a few days later A/C stopped working again. So I complained, took the vehicle in again, and this time they found the leak, and my vehicle warranty covered the repair with a $100 deductible. After I complained, they told me the first $460 I spent could be filed with the warranty company as part of the diagnosis. So I called the warranty company and they said they would not cover it because Fred Martin charged them for a diagnosis already in the actual claim. So they charged me $460 for a failed diagnosis and wasted refrigerant, having failed to find the leak the first time, and then charged the second diagnosis (after the first failed) to the warranty. I asked for either a refund of the failed diagnosis and wasted refrigerant or for them to sort it out with the warranty company. I was ignored. I should not have to pay $460 for a failed diagnosis of "no leak" while they then charged the correct diagnosis to the warranty ... especially after I told them that I had already refilled the refrigerant and that after a few days it stopped working again, clearly indicating to anyone who's remotely competent that there's a leak somewhere in the system. I will accept nothing short of a full refund for the failed diagnosis and the wasted refrigerant, about $460 plus tax.

  

  Business response

  08/15/2024

  ****** ******* ************ * ******* ********** *********** ****** ******** ****** ** ***** *** ** ****** ****** ****** **** ******
  
  August 15, 2024
  
  RE: Complaint ID# ********
  
  **** *** *******
  
  We are in receipt of the complaint by ***** ******** regarding the recent air conditioning repair on his 2018 Jeep Wrangler.  **. ******** brought the vehicle in with the concern that the A/C was blowing warm.
  
  Upon inspection it was found that the refrigerant was empty.  The technician quoted recharging the system and adding dye to make it possible to see where the leak was coming from. There did not appear to be any leaks; however, there was nothing inside of the system to even leak out. When we recharge an A/C system the machine pulls a vacuum to detect any leaks and will stop the process if a leak is detected.
  
  On the first visit, the system was recharged to add dye and there was no leak detected.  The A/C appeared to be functioning properly.  Attached is Repair Order ******.  Mr. ******** was charged for the recharge, and also for a filter and rear window issue for a total of $633.08.
  
  The vehicle was brought back shortly after with the same concerns, and the system was recharged to add the freon lost from the prior visit.  At this time a very small leak was detected, and it was determined the condenser needed replaced.  After the repair was made we once again had to charge the system with freon since it had leaked out. The CostGuard warranty covered the second charge that was associated with the repair, and all that was charged was a $100 deductible. Attached you will find Repair Order ****** that details this visit.
  
  The warranty will not cover the same process twice within the same claim, hence why they only covered the system recharge once. Because no leak was found on the first visit, it was not covered under warranty.  This is not a “failed diagnosis”, but unfortunately is the only way to properly diagnose the issue. Due to the very small size of the leak, it was extremely difficult to detect it initially, even by a machine dedicated to this task.
  
  We understand why Mr. ******** is dissatisfied with having to pay for the initial charge; however, the system had to be recharged, once to add dye, and once to replace the freon had leaked, and only one of those would be covered under the extended warranty.  At this time, we offer no refund, as we were following the proper process for diagnosing his vehicle’s issue.
  
  If there are any further questions, please contact me at ***** ********* 
  Sincerely,
  
  
  ******* ******
  Service Manager
  Fred Martin Superstore
  

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So my grandpa who the vehicle is under **** ****** . Purchased a 2017 jeep renegade back in 2016. Fresh of the floor was so excited. Well about several months later the true issue of this car began. Multiple oil changes . No starting issues. Stuck in gear problems. Mainly engine problems. Of course then we’re apparently apart of a lawsuit because our jeep has a bad engine go figures. So extended warranty. Well here we are in 2024 a vehicle not 7 years old and barely 100,000 miles. The vehicle had more engine issues came in nothing even left my grandfather to walk in the rain because there was no shuttle. Now I step in as authorized because no finally get another oil consumption done. The vehicle is leaking oil even though I been telling them that well they can’t do oil consumption to see if we can get an engine under extended lawsuit warranty. $600 dollar job I ask why doesn’t the warranty cover oh no we can’t do that you have to pay. I went down there and yelled at everybody including the service manager. Then the actual one came and assisted us and let us get the work done . Mind you I appreciate it but now the oil consumption has ended no word no paperwork for him. And guess what our check engine light is on and what do we fine the years of leaking oil has ruined the calaylic converter and exhaust manifold they are too happy to charge of and of course now out of warranty. So what are we suppose to do. Other than ******* and the bit of help from ****** of service . I personally complain about this company daily and I work at a fellow dealership this not how to do customers especially one that worker for Chrysler for 40 years.

  

  Business response

  05/31/2024

  ****** ******* ************ * ******* ********** *********** ****** ******** ****** ** ***** *** ** ****** ****** ****** **** ****** *** *** ****
  *** ********* *** ******** **** *** *******
  
  We are in receipt of the complaint by ********* ********* on behalf of her grandfather, **** ******, regarding his 2017 Jeep Renegade.
  
  Mr. ****** first visited his Service Advisor, ****** *****, in January.  He stated that his engine was losing a large amount of oil. We started an oil consumption test, as this vehicle had a warranty extension on the engine, allowing us to replace it if there truly was an oil consumption problem. We found multiple oil leaks upon returning in March to finish the consumption test. On this visit, this vehicle had 97,663 miles and was 37,663 miles outside of the powertrain warranty. Repairs were quoted and declined.
  
  The warranty extension was released specifically for the issue of internal engine oil consumption. The external oil leaks are in no way related to or covered by the warranty extension.
  
  Ms. *********, came in on March 1st to discuss the issue, and we offered goodwill to repair the oil leaks and restart the consumption test, less a $50 co-pay. Mr. ****** most recently came in on May 20th to conclude the second oil consumption test at 99,763 miles. During this visit, the engine oil level was still in the safe zone, well within acceptable limits.  We also verified on this last visit that the check engine light was on, and the customer declined to perform further diagnosis. 
  
  We are unaware of any damage to the catalytic converter or exhaust manifold, as we were not authorized to diagnose further.   If Mr. ****** or Ms. ********* had the vehicle diagnosed elsewhere, we request they share those results with us.  We would be happy to see if ********** would cover those repair items, but we would need proof of additional issues.
  
  We understand this ownership experience has been difficult for Mr. ******.  We sold the vehicle, but we did not manufacture it.  We will continue to work on behalf of Mr. ****** to resolve any additional issues that have arisen from oil damage.  Regarding the comment about letting Mr. ****** walk home in the rain, we would never knowingly let this happen. If a customer needs a way home, we will always find a way. 
  
  If there are any further questions, please contact me at (***) ***-****. 
  
  Sincerely,
  
  
  William ******
  Service Manager
  Fred Martin Superstore
  

• Initial Complaint

  10/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 Ford Escape on June 29th, 2023. On September 6th, 2023 I noticed a misfire and took the vehicle into a mechanic. The mechanic replaced one coil and four spark plugs. Then, within one week, I noticed a hesitation at start-up. I took it back the mechanic who again, replaced another coil. Again, on September 20th, the check engine light came on and I returned to the mechanic. For the the third time in three weeks a coil was replaced. Finally, on September 29, 2023, while driving the vehicle, an alarm that it was overheating went off. The vehicle shut off and was clearly hot. I made calls to Fred Martin Superstore only to be told that there was nothing that could be done. I was told there was no documentation of warranty whatsoever. Yet, I hold in my hand clear documentation from that dealership that there is a dealership warranty and a powertrain warranty. There is also documentation here regarding their policy on a "Lemon Law" stating that they will purchase the vehicle back within one year. Having to make multiple repairs for the same issue and then have the vehicle become undrivable after risking my safety is more than a general fix.

  

  Business response

  10/10/2023

  We are in receipt of the complaint by Mr. ****** ******.  ***** and ****** ****** purchased a 2018 For Escape on June 29, 2023.  They did not purchase and extended warranty, but were entitled to benefits of our "Customer Happiness Guarantee".  Under this guarantee they are entitled to our "No Lemon Guarantee" and our "Lifetime Limited Powertrain Warranty".  As with any contract, there are stipulations and criteria that must be met in order for a vehicle to qualify for any kind of assistance, financial or otherwise, under these policies.

  Mr. ******'s daughter spoke with ***** *****, our General Sales Manager, on September 29th, 2023.  She did state the vehicle had been worked on multiple times since purchase, but our Service Department had not seen the vehicle. It was explained to her that in order for a vehicle to qualify under our "No Lemon Guarantee" we would have to had worked on the car. Their salesperson, Tim *****, told ***** that Mr. ****** had told him the vehicle was overheating about a month prior, and he was directed to make an appointment with our Service Department right away.  He did not schedule that appointment, and we are concerned they continued to drive the vehicle while it was overheating.

  ***** also reviewed an earlier phone call with her father, and very clearly heard Service Advisor, Ryan Scott, politely explain the only coverage on the vehicle was the 75/25 "Lifetime Limited Powertrain Warranty" coverage.  Ryan offered to have the vehicle towed in at no charge, gave him the number for Johnny's Towing, and made an appointment at our Service Department.  That appointment was scheduled for last week, and was missed. It was not rescheduled.

  At this time we cannot determine what, if anything, the ****** family is entitled to.  We have not seen the vehicle to diagnose it, it was likely driven after an overheating issue was reported, and subsequent service appointments were missed.  We encourage Mr. ****** to reschedule the appointment so that we may begin evaluating the issues. 

  Please let me know if there are any other questions.

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

  Service Manager

   

   

  Customer response

  10/10/2023

  That was not was told to me over text message from tim and the car was not driven after over heating and there was not free tow ! And they never offer the lemon law 

  Customer response

  10/11/2023

  I never set an appointment up with any one and the 1st than i had tolld them i did not have the money just so they could just look at the car ! At this point am about to be homeless because of this car i can't get my meds and i have proof this car is a lemon if please can some one call me 330 *** **** its hard for me to email thank you 

  Customer response

  10/11/2023

  So as of now just took the car back to my auto guy its its not drive able at all now 

  Customer response

  10/12/2023

  [Clarification from consumer via phone call]

   

  Consumer stated the business did not offer a free tow it was going to be included into the bill and the business wanted the consumer to pay $165 or $175 for services. Consumer stated can not afford that as they have been putting money into the vehicle. The car is presenting a bunch of codes. The consumer knows there is something wrong with it. If the business is really offering a free tow and they do not have to pay the $165/175 they would be willing to have the vehicle looked at and review possible solutions.  

  

  Business response

  10/12/2023

  The customer was quoted a diagnostic fee of $165, which would end up getting included in the cost of the resulting repair. If the issue with the vehicle falls under our 3-Month/ 3,000 Mile Powertrain Limited Warranty, the customer is only responsible for a $200 deductible.  There was an appointment scheduled, and the customer did not show up because they stated they did not have the funds to cover the cost.  In order for a vehicle to be considered to have a Lemon Law claim under our program, we would need to see the vehicle. The free tow to our dealership is covered under our complimentary "Onside Road Assistance". The vehicle can be towed to us for free within 50 miles. This document, along with executed copies of the applicable warranties are attached.

  At this time we are not willing to waive the diagnostic fee or, if the vehicle qualifies for warranty coverage, the $200 deductible.

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