ComplaintsforFred Martin Superstore

• 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.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used 2018 Volkswagen Passat from Fred Martin on March 19th of this year. Around mid July of this year my transmission went out and I did not have possession of my car OR a rental from mid July all the way until mid September. I was offered no assistance by Fred Martin during this period of time. I got the car back and yesterday, November 30th 2022 my car broke down once again and I was charged $300 for towing when it should have been covered by Fred Martin, and today I received texts saying they are charging me up front $150 to even look at the car. My loan was worth $24,137.88 and I just got it down to $19,915.82 on November 29th 2022. Fred Martin gave me bumper to bumper coverage, as well as free roadside assistance, yet I’m still being charged these ridiculous amounts of money when it should already be covered. I have tried to be patient with Fred Martin, but I feel like they’re giving me the run around and taking my money instead of taking care of the problem.

  

  Business response

  12/08/2022

  We are in receipt of the complaint by Mr. ***** *****.  The vehicle was diagnosed a few months back with a transmission failure, which was covered under factory powertrain warranty.  We charged nothing to the customer for diagnostics, and Volkswagen of Akron performed all of the repairs.  The vehicle was towed in with other transmission related concerns.  It was diagnosed in our Service Department as having the shift fork bent, and was repaired at no charge. The *****s now have their vehicle back. 

  Regarding the concern on the tow bill, the customer has our roadside assistance with the purchase of this vehicle.  Mr. or Mrs. ***** should submit the tow bill for partial reimbursement.  The number to call is 1-800-221-8062.  The contract states this bill should be submitted within 10 days of the service being provided, so we encourage Mr. ***** to do this as soon as possible, as we are nearing the end of that time frame.  We do not own the roadside assistance company, so approval of claims resets entirely with them.  Attached is the document the *****s received and signed upon purchase regarding this coverage.

  We understand how frustrating having these service issues must be so quickly after purchase must be. We have assisted the ***** family with the issues, and done our best to resolve the issues within the confines of the applicable warranties. We did not charge diagnostic fees for the vehicles most recent visit, and we did not charge for the repair itself either.  We hope this satisfies the request of Mr. ***** in terms of this complaint.

  Please contact me if there are any further concerns at 330-753-4444.

   

  Sincerely, 

  ****** *****

  Service Manager

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used 2018 grand Cherokee in August 2021 from Fred Martin, The vehicle has a known defective uconnect radio in it and I was not made aware, after numerous attempts to have Fred Martin replace the radio they have told me there is nothing they can do. I was sold warranties that cover everything except the radio when they offer warranties that do cover uconnect radios, this to me seems like they concealed the defect and purposely did not sell me the correct warranty. I can not control my heating, navigation or radio in my car and am afraid this will cause a safety issue. The delaminated radio is 2200 dollars to fix and I just purchased this car. I truly feel this auto dealer should make this right.

  

  Business response

  11/11/2022

  November 11, 2022
  
  RE: Complaint By Ms. ***** ****** ID ********
  To Whom it May Concern:
  

  We are in receipt of Ms. ***** ******'s complaint.  Ms. ****** purchased a 2018 Jeep Grand Cherokee on August 28, 2021.  The vehicle has not been returned to our Service Department since it was originally purchased, as we understand that Ms. ****** does not live locally. 
  

  Ms. ****** purchased this vehicle over a year ago with approximately 47,639 miles on the odometer.  Attached is the inspection report used to determine what reconditioning items possibly needed to be addressed prior to the vehicle being listed for sale.  Page four of this document goes over a variety of functions related to the radio.  It was inspected prior to sale and was in good working order.
  Ms. ****** reached out to us on November 2nd and asked about coverage regarding her radio.  On that call, Ms. ****** was encouraged to have the vehicle evaluated to determine the issue and determine if her extended warranty covered the issue.  Ms. ****** later contacted our Finance Department very upset, accusing us of intentionally selling her a vehicle with a defective radio once she learned the coverage she purchased did not cover the radio.

  
  Unfortunately, the extended warranty that Ms. ****** purchased did not cover the components of the radio that failed.  It is possible there were other options presented to her in Finance that would have covered those components, but they were ultimately not purchased.  We vehemently deny selling this vehicle intentionally knowing the radio would fail, as our documents show it was in working order prior to being offered for sale.  Further, this is the first time we have heard of this radio issue after over a year of Ms. ****** driving the vehicle. 
  Vehicles are machines with hundreds, if not thousands of parts and electronic components.  While sold it good working order, this vehicle is now four years old and may begin to experience maintenance and repair issues.  This is why we offer a variety of warranty options to our customers when they purchase a vehicle.  While we are sorry that Ms. ****** now has an issue with the radio, there is nothing we offer at this time.
  If there are any further questions, please contact me at (330) *********

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

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a car from Fred Martin Superstore in Barberton, OH in December 2021. We were promised a full tank of gas, a wheel alignment, a tailgate recall, and a 59 point inspection within 30 days. We finally got an appointment for August 2nd, 2022. Then we were turned away from this service because of our insurance not being sufficient (all though I have rental insurance along with full coverage insurance). We have been dealing with this since December of 2021 and just want what they owe us as the vehicle is not safe as it is now. I will never do business with these clowns again. Lesson learned. But what lesson have they learned. They learned that they can treat customers anyway they like with no accountability.

  

  Business response

  08/11/2022

  
  ****** ******
  Investigator & Dispute Resolution Consultant
  Better Business Bureau of Akron
  *** W. ****** ******
  Akron, Ohio *****
  
  August 11th, 2022
  
  RE: Complaint# ******** ***** ******
  
  Dear Ms. ******:
  
  We are in receipt of Mrs. ***** ******’s complaint.  ***** ****** purchased a 2017 Ram 1500 on December 15, 2021.  The vehicle was delivered with a full tank of gas, and “We-Owe” for work that was to be performed at a later date for an inspection: a 58-point inspection, 3 day loaner, and cut and program of an extra key.  This document is attached.
  
  An appointment was scheduled to perform these owed items in February and was missed by Mr. ******.  We did not hear from the customer to reschedule.  In July, the Service Department was contacted to perform the work on the “We-Owe”. By this point, the document had expired.  As the document states, a “We-Owe” is good 60 days from issue.  As a goodwill gesture, I approved an extension, and the vehicle was brought in on August 3rd. 
  
  Upon learning that his insurance coverage would not cover accident damage in one of our in-house rental vehicles, Mr. ****** became belligerent with his Service Advisor, **** *****.  Before we could offer him an alternative, like a rental from Hertz, Mr. ****** left.  Mrs. ****** called the Service Manager, ****** *****, and he attempted to explain the Hertz option, but she hung up after becoming argumentative.
  
  Mrs. ****** called Mr. ***** back about an hour later and was told we wanted to help, but we would not tolerate name-calling and bad language.  Mr. ****** was supposed to bring the vehicle back in, wanted to wait for it to be completed, and never showed back up.
  
  As stated earlier, the vehicle was provided with a full tank of gas, and we attempted to fulfill the rest of our obligation multiple times.  We went above and beyond to satisfy Mr. ****** by honoring an agreement that had expired several months prior.  He missed one appointment, mistreated our staff, and did not return when a solution was provided to work around his insurance.
  
  At this time there is nothing else we can offer Mr. and Mrs. ******, as we already attempted in good faith to address the issues beyond when we were required to do so, and they failed to show up.  If there are any further questions, please contact me at ***** ********.
  
  Sincerely,
  
  
  ***** *****
  General Sales Manager
  Fred Martin Superstore

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Fred Martin in February of 2021. We were not approved for a new car off the lot, but we were approved for a car from Trusty through what they call their "low credit program". I thought this was going to be something to help me better my credit, and eventually get me into a newer vehicle. While signing paperwork, we were allowed to view TWO vehicles - upon driving the Ford Flex, I was told someome else was there for that vehicle and if I choose to look at the second vehicle, the Ford Flex would no longer be available. So I felt pressured. Within the first 30 days of having the vehicle I called into the service department as there was a slight vibration/wobble in the steering/wheel area. When it went into the shop, the rack and pinion were replaced. Once receiving the vehicle back, the problem was still there. They then told me I had to purchase new rear tires at least before they would even look at my car again. I then bought 2 new rear tires- the problem was still persisting. Then the power steering went out and had to be replaced- still leaving the initial problem. We dropped the car of 7/5/22, on 7/11 the tech could only verify a SLIGHT vibration. They asked if we could come down the next day and ride with the service manager- we happily said yes so we could point out the exact problem. on 7/12- they "found" the problem while the tech and service manager drove. They then replaced the control arm on 7/15. I was told my vehicle was ready on 7/16 and I could pick up on Monday 7/18. When we picked up, the battery light was on immediately and the problem still happening. They recommended cross rotating the tires and said the alterntor needed replaced. Then received a message after business hours on Monday saying that the warranty company requested they do an oil change. Point is, problem is still not fixed and this is unacceptable. Certain people have been helpful but overall, horrible service and I won't be supporting this business much longer.

  

  Business response

  07/26/2022

  To Whom It May Concern:

   

  Mrs. ****** has had her vehicle returned to her fully repaired, and I also spoke with her husband.  They both seem satisfied with the repairs at this time.  While the vehicle did require another visit to our Service Department for a new issue, she received a complimentary loaner and the repair was covered under her service contract with Trusty Cars and Credit.  Ms. ****** was responsible only for the $200 deductible and cost of a tire rotation for a total of $224.95.

   

  We do understand it was frustrating for her to experience multiple service issues that required another service visit, but we believe Mrs. ****** is now satisfied.

   

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

   

  Sincerely,

   

  ****** *****

  Service Manager

   Fred Martin Superstore

   

• Initial Complaint

  06/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My name is Dr. ************************ My husband's name is ******************************* He is a retired military veteran.On June 21, 2022, he purchased a 2019 Infinity from Fred Martin Superstore in **********.Concerns 1. My husband was allowed to trade in a vehicle which was joined property without ******, the salesperson, asking my permission to trade in the vehicle.POSSIBLE SOLUTIONS 1. Fred Martin Superstore give a fair trade in value for the **** Infusion. If the car was sold today, I assure you that Fred Martin Superstore will sell the car for more than $500.2. ****** stop taking advantage of war veterans. ****** only desired to sell a car -- period. He does not care about my husband as a person--a human being.3. ************ should interact with all customers in a respectful and dignified manner. I was not rude, loud or difficult. I only wanted to be treated with common courtesy and respect. ************ should apology for his behavior and conduct. Again, no one at the place of business asked me to leave.4. The monthly payments be lower.2. ****** only gave a trade value for a 2014 **** Infusion $500 when the blue book value is $7,000-$8,000.3. My husband stated that he was verbally told that he received over $1,000 for the trade in.4. My husband was told that the price of the vehicle was $29,000 which the price was $31,500.5. My husband told my son and I that monthly payments were $600--when in actuality the monthly payments will be $888 which is more than 10-15% of his income.6. I provide a legal form of documentation, a power of attorney, to intelligently discuss the matter with the personnel at Fred Martin Superstore. The general manager, ***************, said I was asked to leave. This information is totally false. I stated, "Sir, however, if you are asking me to leave at this time, I will leave the premise?" I stood up and leave. Again, the front desk nor ****** previously asked me to leave.

  

  Business response

  06/27/2022

  
  *************************
  Investigator & Dispute Resolution Consultant
  Better Business Bureau of *****
  222 ****************
  *****, **** 44303
  
  June 27, 2022
  
  RE: Dr. ************************ Complaint# ********
  
  Dear ****************:
  
  We are in receipt of ***************************** complaint.  ********************************** did indeed visit our dealership and purchase a vehicle.  ***************************** name does not appear on any paperwork, and her signature was not required to complete the purchase.  This purchase was done completely by ****************. We are not required to communicate with her on the purchase, and we are committed to honoring the privacy of ****************.
  
  **************** states multiple times in her complaint that she spoke with Mr. **************** our General Manager, and that he was disrespectful.  ************ was actually out of the country, and nowhere on the premises when she visited our store.  She requested to speak to the person in charge or she would not leave.
  
  Given that ************ was out, **************** spoke to me.  She presented a Military ***, one that appeared to be decades old.   I explained that a *** is used in the absence of the *** issuer and in this case the person that issued the *** had been present. I further explained that if she wanted any further details, she should speak to her husband, or have **************** contact me granting approval to speak to her, and I would be happy to do so.   At this time, we maintain our position on the matter.
  
  If there are any further questions, please contact me at **************.
  
  Sincerely,
  
  
  *********************
  General Sales Manager
  Fred Martin Superstore

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2016 ***** ****** with approximately 40k miles. All of their “inspections” said it was good. This was Feb 2, 2022…it is currently May 2022 and they are telling me I need a new Catalytic converter! They refuse to fix it saying it’s my responsibility! The ac also does not work! They need to make this right, I should NOT be having these issues within 2 months and I should not have to be out $1000s of dollars for their mistake NOT mine! I was told when I bought this car it was in perfect condition!

  

  Business response

  05/18/2022

  ******** ******
  ************ * ******* ********** ********** ****** ******** ****** ** *****
  *** ** ****** ******
  ****** **** *****
  
  May 18, 2022
  
  RE: *** ********* ******, Complaint# ********
  
  Dear *** *******
  
  We are in receipt of *** ******** complaint.  The ****** Family purchased a 2016 ***** ****** on February 8th, 2022 with 39,888 miles on the odometer for $23,900.00 including tax and title. 
  
  Unfortunately, the vehicle did experience mechanical issues within months after purchase.  Ms. ****** brought the vehicle to our Service Department and was provided a complimentary loaner vehicle and we also covered the cost of the diagnostic fee.  The vehicle was diagnosed with needing a catalytic convertor and an AC Compressor.  Ms. ****** is correct, neither item was covered under her complimentary Used Car Lifetime Limited Powertrain Warranty, and she did not purchase an extended warranty for the vehicle.  See attached supporting documents.
  
  We are not required to repair either of these issues or provide any other discounts toward them, nor were we required to provide a free loaner vehicle since neither item was a covered warranty item. 
  
  As a goodwill gesture, we agreed to replace the catalytic converter no charge to the ******’s, and it is currently being worked on.  We also offered to split the cost of the AC Compressor repair 50/50, as an additional courtesy.  Ms. ****** has not yet authorized this $1,200 repair or returned the call to our Service Director, but we will honor our offer for 12 months.
  
  Repairing the catalytic convertor saved Ms. ****** approximately $2,600.  We certainly empathize with Ms. ******, but the average car is made up of 30,000 parts.  As much as we inspect and repair a used car prior to sale, it is still a used car and may require repair.  We believe she understands and appreciates our willingness to compromise. 
  
  If there are any further questions, please contact me at ***** ********.
  
  Sincerely,
  
  
  ***** *****
  General Sales Manager
  Fred Martin Superstore

  Customer response

  05/19/2022

   I am rejecting this response because:
  
  When my car was retuned they did not put all parts back. It was missing all the pins and both caps for the ac high and low pressure valves. I still feel they should have fix Ed the AC as they did not have any cost in repairing the catalytic converter. They sent it to another dealership and they fixed it for free as an act of goodwill to Fred Martin. The fact that the AC compressor was leaking a month after I bought it shows they did t do a proper inspection. They also did not provide me with an initial inspection or cardiac on the vehicle…there is no proof they ever did a proper inspection. They also will not response to the current issue of my car being returned without all of its parts! This again showing the company’s negligence and lack of car for the vehicles they sell.

  

  Business response

  05/23/2022

  Ms. ****** was contacted regarding the missing parts she referred to. These were dust caps, and have nothing to do with the function of the vehicle. We offered to put them back on for her, and she was scheduled to come in. As for the inspection, this was performed prior to the vehicle being offered for sale, and a copy was likely showed to Ms. ****** as part of our used car "Auto Pedigree Profile".  

   

  On Page 3, we show the inspection on the AC Compressor was completed, and passed.  Other items on the inspection that did not pass were addressed in our Service Department.  At this time, we are sticking to our original offer to Ms. ******.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2013 Buick Encore purchased on 3/6/22. 24hrs after purchase Check Engine light came on. Vehicle was returned to dealership for repair. Car was in their shops for 2.5 weeks. Picked up the "repaired" car only to have the check engine light and replaced part break off 24 hours later. Returned to be repaired again, vehicle was in their shop for another 1.5 weeks. Picked up the "repaired" car only to have check engine light come on again 72hrs later. Called to set up an appointment to get it repaired for the third time, I was informed that my car is out of warranty and they could only repair any issues they caused while doing their previous repairs. I informed the dealership that it has been in their shops for 27 of the 45 days I have had the vehicle. They agreed to look at it and repair anything they caused. Come to find out the issues they discovered are not related to a repair they did so I will need to pay for them. Why was the vehicle sold if it had these issues? I need my money back that I put down, a newer vehicle of equal value with a full warranty. Or once I get my money back I will just go to another dealership and find something else.

  

  Business response

  05/03/2022

  
  *****************************
  Investigator & Dispute Resolution Consultant
  Better Business Bureau of *****
  *** ****************
  *****, **** *****
  
  May 3, 2022
  
  RE: ***************************, Complaint# ********
  
  Dear ****************:
  
  We are in receipt of ************** complaint.  ************ purchased a 2013 Buick Encore on March 6, 2022 with approximately ******* miles on the odometer for $15,366.00 including tax and title.  ************ did purchase an extended warranty, and also received our free Used ******************** Powertrain Warranty.
  
  Unfortunately, the vehicle did have a check engine light come on soon after purchase.  ************ brought the vehicle to our ****************** and was provided a complimentary loaner vehicle.  The catalytic converter was replaced at no charge to ************, although it was not covered under either the extended warranty or the Used ******************** Powertrain Warranty.
  
  ************ took possession of the vehicle, and the check engine light came back on approximately two weeks later.  This time, the cause was determined to be a loose gas cap, and simply needed tightened.  On that visit it was also discovered that there was a broken exhaust pipe,which we had repaired for free despite not being covered under warranty.  ************ was once again provided a complimentary loaner vehicle.
  
  We were not required to repair either of these issues, nor were we required to provide a free loaner vehicle since neither repair was a covered warranty item.  These items were repaired as a goodwill gesture to ************ in appreciation for his purchase given how soon he began to experience issues.  Any additional items in need of repair will be up to ************ to pay for unless covered under warranty.
  
  Given that we have already went above and beyond to satisfy ************, we are providing nothing additional at this time.
  
  If there are any further questions, please contact me at **************.
  
  Sincerely,
  
  
  *********************
  General Sales Manager
  Fred Martin Superstore

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In late October 2021, I purchased a 2008 Jeep Wrangler from this location. During the sale the Check Engine light was on and there was some noise in the front that was insured to me that it was just the aftermarket Shocks and lift kit. About 3 days later, a starting issue occurred and the check engine light was still on. The Jeep was returned for repairs and they said it was a Cam Shaft position Sensor. This was not the case as when I got it back, the issue started happening again almost right away intermittently. I started to try to figure out the issue and when stranded I had to tow it to Fred Martin and while trying to figure some things with the starter, found the issue. This was repaired but the check engine light was still on for the same emissions issue. Less then 2000 miles later, The differential was blown in December 21. When towed to Fred Martin, they took some time to Diagnose. When pictures were taken, I sent them to a Mechanic friend of mine that works for JEEP. He informed me based on the pictures, he can tell there was a catastrophic differential failure, which was confirmed by the service department at fred martin. Being told this and how it would have to be fixed, Front and rear axles will need done. Instead of dealing with this as a warranty issue they want me to have my insurance company involved. This has been one thing after another with this vehicle and with the 3 warranties I have with them, 90 day 3000 miles powertrain, Lifetime powertrain, and the one I bought, I shouldn't be having this issue. If the insurance company comes, it will be considered a total loss and they know this and it will be on my insurance rates. This needs rectified immediately.

  

  Business response

  01/07/2022

  Hello- We are in receipt of *** ***** ******** complaint.

  The circumstances described leave out a major component of this repair- the vehicle was brought to the Service Department after hitting a metal pipe on the highway from a truck ahead of it.  The vehicle was towed in, and we diagnosed it as a "failed front differential".  *** ****** contacted his insurance company and started a damage claim, but the company stated that based on the pictures they did not believe there was damage that would have caused the failure and they refused to cover it.

  *** ****** had purchased an extended service contract when the vehicle was financed through WYNNS. We contacted WYNNS to see if the failure will fall under this coverage. Due to *** ****** stating he hit something on the road before the failure, this service contract will not authorize the repair.  WYNNS must confirm the findings from *** ******'s insurance company to be sure the failure was not caused by damage.  Damage is not an eligible failure under WYNNS. After the service contract company and insurance company communicate, WYNNS will send a third-party inspector to assess the damage and review the report for review before deciding on covering the repair.

  This issue is tied up between *** ******'s insurance company, and WYNNS for his service contract. Until a decision is made on which company will cover the claim, we cannot complete the repair.  We understand how frustrating this must be, but at this time there is nothing further we can do.  We want nothing more than to get his vehicle repaired and back to him as soon as possible.

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

  Sincerely, ****** *****

  Service Manager

   

  Customer response

  01/08/2022

   I am rejecting this response because: this issue may take time to fix but there are no options to resolve the repeated times I’ve brought the vehicle in. 
  

*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. ↩