ComplaintsforFred 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.

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  08AUG23, I took my vehicle in with concerns of safety and an engine vibration that had been worked on and reviewed by other shops. Being the vehicle manufacture, I let them know this is why I wanted to get it looked at by them. They charged me for a repair that I do not believe was the problem as it was still present with no improvements when I picked up the vehicle. They did not clarify as to if this was normal and acceptable nor did they acknowledge that there were no improvements. They also moved the tie rods to adjust a shield that was previously installed backwards. They said an alignment would be checked following work and it was not, with that said I ended up with a tire that is bare (passenger front) from the center outward and this was not noted in their repair summary. Upon later discovery, I had a bent rim on the front driver side that could have caused some of my concerns and it was not noted either. The tie rods they worked on have damaged boots, as well as one of the lower ball joints has a damaged boot and none of these items were noted as concerns and leaves me to believe that the dealership could have caused the damages. I have spoken with the dealership service managers and although they agree with my concerns, are not welling to correct the issues. Especially the tire that now is going to cause me two tires and an alignment, that I do not believe were an issues before they worked on my vehicle. For the amount of money I paid, they did not fully investigate my vehicle for concerns as to many items were not acknowledged before charging me for repairs that did not remedy or leave me with a feeling as the vehicle was safe. I do not believe the vibration dampener was bad and causing my problems as there is no improvements, as well as I believe there were other items of concern that did not get look into before charging me. I also do not believe my tire was as bad as it is, or it would have been noted as it was the tire they removed to work.

  

  Business response

  09/24/2023

  ****** ******, Investigator & Dispute Resolution Coordinator
  Better Business Bureau of *****
  *** ** ****** ******
  ****** **** ******
  
  September 24, 2023
  
  RE: Complaint ID# ********
  
  Dear **. ******:
  
  We are in receipt of the complaint by ***** *******.  **. ******* brought in his 2010 PT Cruiser on August 8th with complaints that the vehicle was excessively shaking at idle. There were multiple issues detected, including incorrectly installed tie rods and heat shields.
  
  These issues were detected in the inspection report that was provided to the customer, as well as videos and photos that further explain the issue.  Specifically in the video, the technician explains how PT Cruisers often have a vibration due to the way they are built.  These items are attached with an inspection and corresponding repair order with matching numbers.  There is also a video and multiple photos attached showing the issue.  All items were received and reviewed by the customer.
  
  Following the visit for the vibration, the vehicle was brought back in for an oil leak diagnosis.  This was provided to the customer at no charge, and he declined the repair at that time.  The cause was determined to be the camshaft seals.  Attached is a new inspection and corresponding repair order with matching numbers.
  
  ****** *****, **. *******’s Service Advisor, offered to replace two tires at half the cost and perform an alignment as a goodwill gesture in an attempt to offset the repair cost.  The customer declined this offer.  The tires were noted on both visits to have 4/32nd tread depth (attached inspections), and the repair on the heat shield would not have affected the alignment. There is no note of the damaged rim on the inspection as **. ******* states.
  
  *** ******* absolutely had issues prior to visiting our dealership, and we addressed them appropriately during his visit, including those caused by a previous repair performed elsewhere.  He was provided a second diagnostic visit at no charge and again declined recommended repairs, as well as our goodwill offer to assist with his tires.  At this time we are not offering **. ******* any further adjustments to his repair order.
  
  The attachments will be uploaded separately, as there was a five file limit.
  
  If there are any further questions, please contact me at ***** ********. 
  
  Sincerely,
  
  
  ******* ******
  Service Manager
  Fred Martin Superstore
  

  

  Business response

  09/24/2023

  ******* video will not send. Here are remaining photos

  

  Business response

  09/24/2023

  additional photos

  Customer response

  09/26/2023

   I am rejecting this response because:
  The response is not acceptable, I have attached the current alignment results as it has been corrected.  I again will also like to remind that the alignment results that were provided by Fred Martin was already identified as not being accurate and the **** and ****** said it would have been checked on the machine and not by driving it through the door.  Also, as seen in the corrected alignment it was off and not as they are showing in the file they attached, especially since the since being off is the one I had just rotated and put in that location just before taking the car to them.  As you can clearly see on the two Multi-Point Inspection Form attached, they did not include the original visit, the tire thread is not showing the accurate tire condition as it was bald on the outer edge.  For the tire, that was shown removed in the video, the condition of the tire was not commented on and would have been acknowledge by the dealership if it was bare and that condition, especially after working on the tie-rods.  The tire was not in that condition and the dealership caused that damage by their adjustments.  They did not offer the tires at half off, they started at $280 for the tires and the alignment, that were $80-90 at most other vendors, plus they also acknowledged that they did not know their cost for the tires.  They did say they would go down to $200 and the alignment, but again where are they helping me and accepting there part in this discrepancy?

  As for the other repairs, the engine struts were bad and had just been replaced, within two months.  The vibration dampener, I would still question its need to be replaced and the full inspection that was supposed to be completed.  The possibility of steering or issues, due to the indication that one of four tires was not wearing the same and no acknowledgement of the issue and it being directly affected by the area you are working in.  The other side having a bent rim, that was not looked at and could have caused problems.  The oil leaks, that were not addressed until I took the vehicle back and not fully inspected, as the mechanic said it was from the camshaft seals and that the crankshaft seal was good as it was reviewed when he changed the vibration dampener, this was not true as the crankshaft seal was the worse leak.  This dealership charged me for work that was not completed, the inspections to decide the likely concerns, nor was there any improvements to the vehicle.  It was made worse.  I still believe the labor charges should be returned to me, as they did not due a due diligence inspection before charging me for repairs that did not make anything better.  The vehicle vibrations are not normal and were noticeably worse, hence the reason for taking it to the dealership after having other review the issues before.  The lasting comment that was made by the last manager I spoke to and will stand out in my mind in future dealings, is that fact he said that they do not have any better information on this vehicle than anyone else, as the information is out there for everyone.  Again, this was the reason to take to the dealership of the vehicle, but clearly this in not the case and was not disclosed before working on the vehicle.  I will not accept their response as I have shown and they have proofed they did more damage, and did not inspect the vehicle as they were suppose to  before charging me for likely unnecessary repairs.  I saw three responses that all say they need a response from me or BBB may close out the complaint, I will copy and paste this response to all messages.  Somebody needs to step in and help consumers as this auto industry and dealerships are not being held accountable for their actions and they are getting away with way to much.

  
  

  

  Business response

  10/04/2023

  This vehicle was brought to us with a concern of a vibration when in idle. While we do perform a basic inspection with every service, we are not scanning a vehicle from bumper to bumper looking for concerns that were not mentioned.  Yes, they certainly can be detected and we would then advise the customer of other issues.

  
  The tread depth of the front right tire in question was 4/32.  It was indicated on both inspections with the orange box.  Tread depth is measured toward the middle of a tire, and not the inside.  The inspection is accurate with the standard measurement protocol. 

  
  The Master Technician who worked on this vehicle had a conversation with *** ***** asking him about oil around the engine. *** ***** said he had recently had engine work done, and agreed it could be residual oil, therefore a leak was not addressed initially.  On the next visit, the leak was clear, and a repair was recommended that *** ******* declined. 

  
  The tire in question was the front right tire, and the tire did not wear that way after we worked on the area for the vibration concerns.  It was like that prior to being brought in for service.  We do agree that we could have more strongly advised the customer of a potential tire issue on his visits, despite the tread depth not triggering a “red box” on our inspection.

  
  We have already offered *** ******* two tires and an alignment, the value of which is approximately $400.00.  At this time we are offering him nothing further.

  Customer response

  10/04/2023

   I am rejecting this response because:
  I do not accept the dealership response and they are straight out lying as well!
  

  First, I will address the lies that they are saying in their response.  They originally quoted me around $160 to inspect the vehicle for the concerns with the engine vibration and shaking at idle and reverse, it was not a complimentary inspection.  As for the Master Technician talking to me about the oil leak and the likely hood of it being residual, that did not happen.  When I dropped the vehicle off and when I approved the work to be completed, I had several several times about the oil leak and their thoughts, **** (the service representative, said he would let the mechanic know and if anything was see a quote would be provided.  The conversion went the master mechanic was along the lines of, me asking why the oil leak was not brought up and his response was that there had been previous work and he did not see the need in letting me know, also he said he could see the crankshaft seal was not the problem when he pulled the vibration dampener.  The so call complimentary inspection was after I called with concerns on the tire and the fact the oil leak was never looked into as I had requested.  Lastly, the dealership offering me two new tires and alignment never happened, if that had happened we would not be in this situation, even though I do not believe they appropriately diagnosed my vehicle before charging me.  I went to the dealership and they wanted $280 for tires and alignment, which they were going to do it for $200, but as we discussed this was not helping me as the other issues were not resolved and the tire was clearly worse after the work they had done.  If the tire was balding on the outside, and they were working on the tie-rod, they would have documented it to protect them from an issue like this.  As well, if they were properly diagnosing my concerns they would have caught the other issues as well.  I did ask ****, when I approved the work if an alignment would be needed and said I did not want to do it because I was concern the alignment would be an issue.  **** said they would check the alignment after the work and let me know if it would be required.  Also, as I complained to ****** and the other manager, they both agreed with my concerns and said they would address them with their people, but that did not help me out and the money I already lost.   To the point of again, there were to many issues there master mechanic should have discovered in diagnosing my concerns, without going bumper to bumper, the tie-rods were reviewed and that was not a concern I had, and the biggest fact is that there was no improvements after the work they performed.
  
  
  I believe the dealership should reimburse me the full amount of what I paid, $673.88.  At least $358.61 (this is taking away the parts price listed).  However, I do still believe the correct amount should be $548.18 as I do not believe the vibration dampener was a problem and should not have been replaced, but this amount would take away the engine mounts that did need replaced.  Since they were supposedly offering me a $400 value, this should not be too much to ask.  Especially, since had this actually been offered when we were talking, this may not have escalated to this level.  The response to you is a straight out lie and dealerships should not be allowed to do business in this manner.  I have attached all the receipts to show the repairs have already been completed and that the alignment was off and a problem.  I have attached my receipts to show the work has already been completed.
  

  
  

  

  Business response

  10/05/2023

  Hello- This customer also filed a complaint with the Attorney General, which was moved to AUTOCAP, an organization that works strictly with automotive complaints.  We have been working on addressing these complaints simultaneously, as the complaints were the same. His last response to them was a request of $358.61 instead of the alignment and two tires valued over $400.  We are agreeing to reimburse him this amount. He was directed to contact Service Manager, ******* ******, to initiate this refund. Thank you.

  Below is part of his most recent response to them:

  "I believe the dealership should reimburse me the full amount of what I paid, $673.88.  At least $358.61 (this is taking away the parts price listed).  However, I do still believe the correct amount should be $548.18 as I do not believe the vibration dampener was a problem and should not have been replaced, but this amount would take away the engine mounts that did need replaced.  Since they were supposedly offering me a $400 value, this should not be too much to ask.  Especially, since had this actually been offered when we were talking, this may not have escalated to this level.  The response to you is a straight out lie and dealerships should not be allowed to do business in this manner.  I have attached all the receipts to show the repairs have already been completed and that the alignment was off and a problem."

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our 2019 Jeep Wrangler on May 16th 2023.. extremely excited about the purchase.. I provided a good review within a few days after .. on May 30 the service 4 wheel drive soon light came on .. I called Fred Martin and spoke with. a rep there and was told to bring my Jeep in on JUNE 16th .. when I took it in on the 16th I was told on June 19th the the rear differential needed replaced it would be 2000 for the repair because the repair was not covered under their warranty because I was over my mileage ??.. first of all I called when the light came on I was told to bring my vehicle in 17 days later, so how would anybody know that I was even over my mileage at that time? I paid $35,000 for a vehicle and I guess they think I should just leave it sit and not drive it that’s not why I purchased it I drive from Ohio to Pittsburgh to go to work, and I also travel two hours to get the Fred Martin from where I live so to say I went over my mileage is absurd because what did end up happening is my Jeep broke down in Pittsburgh had to get it towed and paid $2800 for the repair when I called Fred Martin I basically heard was this is what I hate the most about my job. Your vehicle is not covered ma’am. I’m sorry what to me that’s not good enough again I paid $35,000 for a car that I trusted would get me back-and-forth to work and where I had to go. I had to take money from other bills and borrow money to get this repaired… I was also told that my story doesn’t match up ..what story? I don’t have a story. My story are the facts.

  

  Business response

  08/09/2023

  To Whom It May Concern:

  We are in receipt of the complaint by Ms. ***** ******.  Ms. ****** purchased a 2019 Jeep Wrangler on May 16th, 2023 with 68,685 miles on the odometer.  She contacted the Service Department with concerns about the vehicle and a 4x4 light.  On May 31st an appointment was scheduled for her a month out due to rental availability.

  
  On June 16th the vehicle was diagnosed as having a rear differential bearing failure and needed a new rear differential.  Since purchasing a month prior, Ms. ****** had put 6,586 miles on the odometer.  Ms. ****** was quoted approximately $2,700 for the repair and declined service; her husband stated they could get it repaired cheaper elsewhere.  The vehicle was returned to Ms. ******, and approximately ten days later we were contacted about the vehicle being towed to a facility when it was no longer drivable.

  
  The reason Ms. ****** was told that she was already over her mileage has to do with the remaining factory warranty.  This vehicle, when new, originally came with a basic limited warranty covering three years or 36,000 miles and a powertrain warranty covering five years or 60,000 miles.  When Ms. ****** purchased her Wrangler, the Jeep was already over mileage for either of these warranties to apply, should the issue fall under one of them.

  
  Unfortunately, Ms. ****** elected not to purchase an extended warranty.  This type of warranty would have likely covered this repair.  While we do our best to identify and repair issues during our thorough used car reconditioning process, these items did not present themselves on a technician test drive or with trouble codes prior to being offered for sale.  Once Ms. ****** was aware of the issue, the vehicle continued to be driven when the issue was not addressed.    

  
  While we do feel empathetic that Ms. ****** had issues so soon after purchase, she was offered products in our Finance Department that would have offset the repair cost tremendously for a variety of items.  She elected not to purchase them and was left vulnerable to issues a used car may experience (see attached).  These products are offered prior to taking delivery of a used vehicle, but some can also be purchased after delivery if Ms. ****** would like to reconsider.  At this time we are not offering a refund to Ms. ******.
  If there are any further questions, please contact me at (330) ***-****.

  
  Sincerely,
  ****** *****
  Service Manager
  Fred Martin Superstore

  Customer response

  08/09/2023

   I am rejecting this response because: this is absolutely not true I was not offered any sort of finance to help My repair.. I submitted a request with a place called Sun Fit and was offered $144 to finance.. but I did not reject any offer and I felt as if I purchased a car for $35,000. My payment was $800 if I would’ve got the extended warranty that they offered me my payment would’ve been over $1000 and I felt why did I need it anyway I paid $35,000 and I feel when I drove off the parking lot it needed repaired because I only had it a week and the light came on
  
  
  

  

  Business response

  08/10/2023

  Ms. ****** was offered to purchase an extended warranty prior to taking delivery, which means prior to her driving the vehicle off of the lot during the initial purchase process. The previously attached documents provide proof that she declined to purchase.  As she herself states, she did not think she needed the warranty and did not purchase it because it increased her payment by too much.  That is a decision that she made, and unfortunately purchasing that product may have greatly benefited her in this situation and potentially in the future.  

  
  She continued to drive the vehicle when the light came on prior to diagnosis, and she continued to drive the vehicle even after the diagnosis. Sunbit is a third party lender that we refer customers too that may need assistance to cover the cost of repairs.  The terms and amount Ms. ****** would have been qualified to borrow have nothing to do with Fred Martin Superstore.  

  Again, we are sorry that Ms. ****** experienced issues after purchase, but we are not willing to refund her anything.

  Sincerely,
  ****** *****
  Service Manager
  Fred Martin Superstore

• Initial Complaint

  06/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Visited service department Tuesday June 20th, for issue with key fobs not working and dash saying key fob not detected..they said checked everything out and is the batteries in the key fob..which I replaced on Friday, knowing could be that..also telling them this exact same thing happened to my last cherokee I bought from them and it needed new key fobs and ignition key spot replaced..not a battery issue..they told me no , it's all set and good to go..which I said u did this last time too and works for couple of days and now I am stuck again and neither fob is able to do anything..call them and they say we'll bring it in to diagnose it..I said you just did that and u told me im good....I can't keep doing this after I told u what that problem is..how are mechanics who specialize in fixing jeeps never seen this on a 2018 before?? The car is under 5 years old , this should be covered under something or I mean not even 5 years old , don't you back the cars you sell..now the fix is to change out key fobs and the touch start entirely bc they have no idea and charge me 1200..the service Manager could care less and didn't apologize once or try and help seeing as a car with only 42k miles purchased from them, this should never be happening to already..horrible service and zero empathy or willingness to help and actually back up cars they sell..and this was 3rd car I bought from them too..no loyalty ..now I have to go back again and hope they get it right this time...

  

  Business response

  06/29/2023

  June 29, 2023

  
  RE: Complaint ******** **** **********

  
  To Whom It May Concern:

  
  We are in receipt of the complaint by Mr. **** **********.  Mr. ********** has a 2018 Jeep Cherokee that he brought in on June 20th with a complaint of the key fobs not working and a message on his dash stating that the fobs were not detected.  The batteries were replaced, and the issue was resolved.

  
  A few days later he called back stating that the issue was occurring again and we advised him to come in to further diagnose the vehicle, as the initial fix was temporary.  Mr. ********** self-diagnosed his issue and requested a quote on the parts.  This is not something that was recommended to him, as we did not confirm the diagnosis he researched online and suspected it to be.  What was recommended to him was to bring the vehicle back for further diagnosis.

  
  If Mr. ********** would like to make an appointment to have the vehicle diagnosed by one of our factory-trained technicians, we are willing to do that at no cost.
  If there are any further questions, please contact me at ***** ********.

  
  Sincerely,
  ****** *****
  Service Manager
  Fred Martin Superstore

  Customer response

  06/29/2023

   I am rejecting this response because:
  I specifically stated to the mechanic and service advisor , this exact same thing has happened before on a previous jeep....and I already replaced the batteries on this one previous Friday (3 days prior) before they looked at it. Obviously it isn't the batteries if have brand new ones replaced 3 days prior , there answer is to replace the batteries  again and because it shows working thats the answer..I told them will be couple of days and it won't work , from previous experience with other jeep...not sure how mechanics and advisors who work on jeeps all day  at a Jeep dealership , have never seen this same problem before. When I have seen it before..doesn't make sense...and why would I bring it in for a 2nd diagnostic again..what did you do the first time diagnosis the problem. You told me I was good and couldn't be anything else..And you told me you would credit back my 82.00 bill because you didn't fix anything. which would make sense. Except the fact it's been 9 days now and you still have not credited back anything to me..lack of empathy. Lack of follow up , lack of listening, is really sad , they act like no big deal bring it in again , maybe will get it this time, which costs me more time and money and its an hour away...why would i want to bring it back to a place that doesnt listen to the customer and want to risk it not being fixed again...I can't afford them guessing again, you were wrong once and now severely inconvenience me now a 2nd time and still not 1 apology or care .. use to go there bc of the great customer service , but seem to have lost some of those folks that get it.
  
  

  

  Business response

  07/03/2023

  Hello- As we previously stated, the key fob fix originally worked on this vehicle until it failed days later.  Mr. ********** asked the price on what he has determined to be the cause prior to an actual diagnosis by our technicians.  He was quoted $1,200 before tax and shop fees.  The Service Manager, ****** *****, did offer to discount the repair by the cost of the batteries should that be the cause. The cause would still need to be properly diagnosed. There was no offer of a credit on the batteries specifically, other than offering to discount the repair by that amount.  

  We apologize if Mr. ********** interpreted this as an offer of a refund, but it was not.  We cannot simply agree to Mr. **********'s diagnosis.  That would be like a patient going to their doctor and stating they have an illness, and choosing their own prescription without follow up tests confirming the diagnosis. If Mr. ********** was wrong, he would be out the $1,200 and he would be unhappy with that.

  We stand by our offer to discount the repair by the cost of the batteries that was already paid, but beyond that we are not offering anything additional at this time. Thank you.

  Customer response

  07/05/2023

   I am rejecting this response because:
  ****** specifically stated the bill of 82.00 would be credited back..

  And the doctor analogy while yes he is the expert , (also a human being that isn't always right)  would usually listen to the patient if they had the exact same problem before with a different Jeep and knew the prescription that solved the problem. Would make perfect sense to listen. Seeing as the doctor himself had no answer , other then to change the batteries that were just change 3 days prior..most doctors don't try  and fix a problem thats already been fiexes and say that's the answer bc they are the expert..(meaning your answer was to change the batteries.which was done 3 days prior) it is actually ok to say  sorry sir and you messed up and wasted the customers  time and money. And yes we maybe experts but maybe we should have listened bc we clearly had no idea what the problem was bc all we did was change exactly what the customer changed 3 days earlier. Most experts don't try to fix a problem the same exact way twice and expect a different result..thats a waste of time and money. Hence where we are!! 

  
  

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a preowned certified vehicle a 2019 jeep unlimited wrangler The jeep has many things wrong with it, and the jeep did not come with the owners manual, or the proper tools to take the doors off, which should have came with it, but It did not. I was promised that the vehicles screen will be replaced within three months and they did not follow through on their promises within 12 hours 24 hours of having the vehicle the back tire went flat and they put they a patch on the tire and did not replace the tire, the soft top lever mechanism locks are broken, causing the lever to bend the car was not properly wash, nor was it detailed.The driver side visor is broken. The armrest is damage when you drive the car on the highway is shakes really bad. The dealership claimed that they had two sets of keys when I went for signing they did not they lost the keys. They stated they lost the keys in the refuse to replace it. The emergency brake did not work properly. I spoke to the GM of the company and I was disrespected and there’s he said there’s nothing he is willing to do to fix these issues. Within 15 days of having the vehicle, the vehicle was with Mora at the service department of Fred Martin Superstore than in my position I ask to receive a new jeep, same color, same wrangler I just didn’t want the one that they gave me because none of the promises was done

  

  Business response

  06/27/2023

  June 27, 2023

  
  RE: Complaint ******** **. ******** *****

  
  To Whom It May Concern:

  
  We are in receipt of *** ******** *****’s complaint. *** ***** purchased a 2019 Jeep Wrangler on May 1, 2023.  She was promised a second key to be delivered at a later date, as we had not yet received it from the customer who traded it in.

  
  *** ***** came within two days with a flat tire found to be caused by a nail, and the tire was patched.  *** ***** paid nothing for that repair.  The next day, the vehicle was brought back in for the same tire.  The patch was found to be leaking, and it was determined that the vehicle needed a new tire.  *** ***** was provided a tire at no charge on that visit as a goodwill gesture.  No other service items were mentioned during this visit.
  On May 15th the vehicle returned to us with complaints of the door locks not working, the soft top not locking properly, the brakes squealing, the e-brake not working, and an issue with the front visor.  The brake and e-brake concerns could not be verified. The visor was replaced at no charge, as was the door lock switch.  The top closing improperly was found to be caused by improper usage after delivery when someone tried to force it down, and we declined to repair it.  Please see the attached repair order 584181.  The customer was charged a $100 deductible, which was waived as another goodwill gesture.

  
  On May 23rd the vehicle was brought back in with concerns about vibration, the screen being discolored, and the missing second key.  The screen discoloration did not impact function and was declined to be replaced under warranty.  Tires were balanced and a steering damper was replaced, and a second key was cut.  Again, there was supposed to be a $100 deductible for this repair that was waived (repair order ******).

  
  It was clear to us that other issues either did not impact the function of the vehicle or were caused by improper use after delivery.  The second key was lost by an employee, but we made good on our promise and cut her a new one when it became clear it was nowhere to be found.  There were no other items promised to *** ***** at delivery.  If there were, they would have appeared on a document called a “We-Owe” that appears in every deal when we agree to provide a product or service to a customer after the delivery date. There was no “We-Owe”.

  
  We apologize that *** ***** had issues so soon after purchase, we did our very best to address them as they came in, and she paid nothing for any of the repairs.  We understand that these issues were frustrating to *** *****, but she stood in my office and berated me, eventually being asked to leave, as she was becoming disruptive.  When we sell any used vehicle, we provide the new owner with each item that we have for the used vehicle.  If we did not provide an owner’s manual that is because we did not have them.  The same applies to the tools *** ***** said she did not get; they were not promised and we did not have them to give. At this time we are offering nothing further to *** *****.
  If there are any further questions, please contact me at (330) ********.

  
  Sincerely,
  ***** *****
  General Sales Manager
  Fred Martin Superstore

• Initial Complaint

  06/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Fred Martin admitted to either pinching or using a malfunctioning oil filter on my 2015 Jeep Cherokee which after my oil change the car began to smoke upon leaving Fred Martin and oil gushed and poured all over the underside and other areas of my jeep. I had no oil issues when I arrived at Fred Martin. I left with a huge problem were my car could have caught fire and I was concerned about what damage could have been done. A couple days later “the weekend” my car wouldn’t start. Fred Martin fixed the repair that they had broken but I now have 3 problems I didn’t have before the oil change mishaps. I now have over 1200 in repairs that Fred Martin will not admit I didn’t have before coming in. After they fixed the oil leak my car came back to me with a bad tick and seemed to stale. I now have a problem within my manifold a tune up and a new battery all out of having a bad oil change as I had no ticking, no oil loss before this happened with ****** **** at Fred Martin. I would like them held accountable as they never take accountability for there mishaps. I just want my car back as I drove in before a free routine oil change caused damage to my vehicle.

  

  Business response

  06/26/2023

  Please see attached for our response. Thank you.

  

  Business response

  06/27/2023

  [BBB transcription via attachment]

   

  We are in receipt of Ms. ********* ******’s complaint. Ms. ****** purchased a 2015 Jeep
  Cherokee on June 24, 2022, with approximately 85,000 miles on the odometer. Ms. ****** had
  her complimentary oil change performed at our Speedy Wash and Lube facility on ****** ****
  on June 8th, 2023.

  
  Unbeknownst to the lube technician, a defective oil filter gasket was used. The result was an oil
  leak, discovered by Ms. ****** within ten miles of her visit. We repaired the issue at no cost and
  verified everything was working properly. On June 16th, Ms. ****** noticed a slight ticking
  noise from the engine, and the vehicle was brought back in for a diagnosis.

  
  A battery was quoted since the battery caused the vehicle not to start, and a lifter collapsing was
  found to be the cause of the engine noise. The lifter repair was approved under her 75/25
  warranty, and the battery repair was her responsibility. We also recommended replacing the
  spark plugs, as they are due to be replaced at 100,000 miles. This additional service was
  approved by Ms. ******.

  
  Ms. ****** paid a total of $1,152.86 for her repairs (please see attached Repair Order). $704.80
  was the total of non-covered items, and the remainder was her portion of the warranty claim, plus
  taxes and shop fees. We charged Ms. ****** a discounted labor rate of $115 for the battery
  replacement and spark plug tune-up, $50 less than our standard rate, and only charged her one
  hour of labor for the spark plug service instead of the standard two hours because we were
  already working on engine related components for the warranty claim. These discounts saved
  Ms. ****** $265.

  
  We are deeply apologetic that there were issues resulting from the defective oil gasket initially,
  but the lifter issue was unrelated and the spark plug repair was optional. We quickly rectified the
  oil filter gasket issue at no charge, and we provided Ms. ****** with a substantial discount on the
  other service items. At this time we are offering no additional discounts or refunds to Ms.
  ******.
  

  
  

  Customer response

  06/27/2023

   I am rejecting this response because:
  
  I had no issues with my vehicle before oil was spilling from car and had overheated my engine almost causing a fire and i seas told by other repair people that Fred Martins oil change caused the engine to run hot and those engine parts to seize and lock up. I ended up needing a new battery after they had to degrease my engine from all the oil that was everywhere, my battery had no issues prior to the “free oil service” and I should have had no problems prior. After oil change issue was supposedly fixed my car would not start days later which after a year I never had a problem with it starting until they almost seized my engine by me driving with no oil. My car now doesn’t ride the same and does a kick while I’m driving that wasn’t there previously. I missed work, and I’m out of 1300 dollars when Fred Martin is at fault whether I approved the repairs or not I needed my vehicle back and only let them fix because of warranty on parts that were only damaged after driving with no oil before car started to smoke, I felt the heat from engine. I simply didn’t have a battery issue or no issues with car starting. I had no ticking before the oil filter issue and I had no engine problems lights on dash nothing. The issue they created caused more issues and they were and is at fault. 

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle to Fred Martin Superstore for service repairs I was told there was a diagnostic fee of $165 and that if the repair was made that money would be applied toward the repair cost or in the service advisors words it was included in the price. Upon picking up my vehicle there were extra charges first being a $20 shop fee and secondly the $165 for the diagnostic. I had a discussion with service advisor ******* ****** whom argued with me at the desk about the estimates I told him that I was told the 165 would be applied towards the repair from a different service advisor . ******* continue to be argumentative with me and I requested a manager I was told they were in a meeting after about 10 more minutes of ******* arguing the balance a manager came to the desk eating his lunch his name was ****** ***** . I then had to re-explain myself and the circumstances in which there was confusion about the diagnostic fee . ****** explained to me that at the bottom of a text message which was sent multiple times with multiple estimates that I signed approving the $165 diagnostic on top of the repairs . There was a argument with ****** that I would’ve never performed that service for the price that they charged me I told him to take out the New part and put my old one back in he told me they would do it but they would charge me labor fees . I told him I did not believe I had to pay the 165 on top of the repair he told me I had to pay it or I had to leave my car . Upon more arguing ****** did agree to pay half of the diagnostic fee but I still was charged a additional fee of $82.50 which I was not expecting. Attached is the text between the service advisor stating that the 165 is included in the estimates . I am requesting my credit card be credited the $82.50 that ****** forced me to pay . Sadly The lack of personal customer service , multiple hands in the pot and modern technology being confusing and excessive caused mass confusion and I was held responsible .

  

  Business response

  06/21/2023

  Please see attached for our response.

  

  Business response

  06/22/2023

  [BBB transcription via attachments, see attachments]

   

  We are in receipt of Ms. ****** ******’s complaint. Ms. ******* received and accepted an
  estimate for work on her vehicle in the amount of $1,273.14 electronically via our estimate
  provider XTime. Attached is a screenshot confirming that she viewed and electronically
  accepted the estimate, and another screenshot of the total she approved. It appears as if she did
  not scroll through the estimate all the way to the bottom to view the total, which would have
  included the tax and shop supplies for the same amount.

  
  We do apologize if the text communication with Mr. ****** was confusing, but ultimately, she
  approved the work for the total amount for which she was charged. After speaking with me, I
  agreed to credit the repair for half the diagnostic cost, $82.50.

  
  Ms. ******* was not charged an additional $82.50. This item is detailed in the attached repair
  order. This appears as “SDISC SERVICE DISCOUNT” within the repair order, and as “Less
  Insurance” on the bottom. You can see by adding the amounts under “Description” that we did
  not add the $82.50 to the total, it was subtracted from it. Her total came to $1,185.06, which is
  less than the total she approved via XTime.

  
  It seems as if Ms. ******* has already received what she has requested, a credit of $82.50, as she
  is just mistaken as to what she was charged on the repair order. Therefore, we are requesting this
  complaint be closed.

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

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Fred Martins dealership on 05/13/2023 to physically see the 2013 Veloster that I had inquired about days prior. It wasn’t available until this date because it was being serviced for a wiring harness. It then became available for purchase on 05/13/2023 in which I proceeded with the process to lease this vehicle. Upon my own inspection on the day of purchase I noticed and made known to sales rep that there was a loud squeaking noise coming from under the hood. My sales rep created a “we owe” for 2 day rental and a service appointment was made to find and fix the issue. I wasn’t able to make the appointment do to some type of engine malfunction causing a halt in mobilization of the vehicle. I had to have it towed back to the dealership on 05/18/23. The dealership then sent it to the manufacturer service center where it is still currently sitting without inspection due to them being booked a week out for services. It’s sitting waiting for inspection so a warranty decision can be made by Hyudai.A rental has become the issue causing lost wages, limited Mobility and many more life altering circumstances. I have contacted Fred Martin Dealership along w their partner in business “Trusty” and I still have many questions with no answers. As partners they are pointing the finger back at each other placing the blame on one another. When asking for simple information such as email, phone number, and names of employees I am told I will not be provided this information.They’re leaving me in my problematic time with no guidance nor solutions to my problem. I have little to no information as to what is going on with the vehicle or of the process in which is being taken to create a proper and efficient resolution for me as the customer.

  

  Business response

  05/31/2023

  To Whom It May Concern,
  
  We are in receipt of the complaint by *** *******  Unfortunately, his vehicle did experience issues shortly after he began leasing it through Trusty Cars and Credit.  He was offered a rental vehicle while the issue was diagnosed, but per the Trusty Cars agreement, only two days would be at no charge.

  The vehicle is still at a local Hyundai dealer awaiting diagnosis.  We certainly understand how inconvenient this is to *** ******, and we wish we had answers on when the vehicle would be back in good working order.  However, that is not the case.  We have contacted *** ****** and offered him a refund of his payments, and to let him out of his lease contract on this vehicle once he signs a release form.  He has communicated that is accepts this offer, and will be in touch shortly to do that. 

  We apologize that he experienced service issues that were unable to be quickly diagnosed and repaired, but this was unforeseen.  We hope if *** ****** finds another vehicle that meets his needs he will not hesitate to contact Trusty Cars and Credit.

  If there are any other questions please contact **** ******, Operations Director at Trusty Cars and Credit.  His number is ************.

  Best,

  ***** *****

  General Sales Manager

  Customer response

  06/05/2023

   I am rejecting this response because:The response submitted by ***** ***** is not in complete accuracy of the situation. I was given a “we owe” for a two day rental when I originally purchased the vehicle but was given the run around every time I contacted them for my rental. They gave many excuses including “We do not have any rentals available” and “ we’ll give you a rental for $35 a day when one becomes available”. It was never made clear that I could come in and get my rental. Many attempts were made with no success which is the reason I chose to escalate the situation. I was not contacted and offered a refund by any employee. After struggling to get any information, I decided to make my 4th personal visit and demanded answers which resulted in me simply asking for a refund which was granted after I did not accept no for and answer. I have many audio recordings of conversations with employees that do not match what they have submitted to you. Including one which started with “I will not be giving a refund and ending with “ I’ll contact Mike Haught to see if I can get you your refund, but I can’t guarantee anything. The information they submitted was not accurate and they need to take accountability for their mistakes.

  Best Regards,

  *** ******
  

  
  

  

  Business response

  06/06/2023

  *** ****** has received his refund. Yes, there were communication failures between the Service Department at Fred Martin Superstore and the staff at Trusty Cars and Credit. No one besides the Operations Manager at Trusty Cars and Credit is authorized to issue a refund, hence the delay in *** ****** getting his money back.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We leased a vehicle from Fred Martin superstore on ****** road in Norton in February, and while driving the car home for the first time noticed a shudder in the engine and the check engine light came on. The salesman was notified, on that date. They are now telling me they are not responsible for fixing a vehicle they sold that was broken driving it home. We now have less than 3k miles driven on the vehicle and cannot drive it because they havent sent a memorandum title or agreed to make it right.

  

  Business response

  05/09/2023

  Hello- We are sorry to hear that ************** had issues with his vehicle so soon after purchase.  While he did let his salesperson know this the very next day, there was a breakdown in the process here at our location.  This vehicle was a leased vehicle from our partner, Trusty Cars and Credit. Typically, they would be contacted to arrange for a complimentary diagnostic test since the issue occurred so soon after ************** took delivery. That was not done.  Yesterday, *********************, Operations Director at Trusty Cars and Credit, was able to speak with ***************  He offered to have the diagnostic performed at no charge, and ************** is working with our Service Team to get this scheduled.  We hope this satisfies ***************  ************** has been directed to call **************** in the future if other issues occur.  Thank you for your assistance in this matter.

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

  General Sales Manager

  Fred Martin Superstore

  Customer response

  05/10/2023

   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. Assuming **************** handles the matter in the way we discussed on the phone this solution will be satisfactory.

*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. ↩