Complaints

This profile includes complaints for Ole Ben Franklin Motors, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ole Ben Franklin Motors, Inc.

  9711 Kingston Pike Knoxville, TN 37922-3316

  
• 

  Ole Ben Franklin Motors, Inc.

  9725 Kingston Pike STE B Knoxville, TN 37922-3318

  
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  Ole Ben Franklin Motors, Inc.

  480 S Illinois Ave Oak Ridge, TN 37830-7514

  
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  Ole Ben Franklin Motors, Inc.

  4311 Clinton Hwy Knoxville, TN 37912-5651

  
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  Ole Ben Franklin Motors, Inc.

  911 Louisville Rd Alcoa, TN 37701-1807

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/03/24 purchased a 2018 Buick Enclave and by 12/06/24 it was breaking down. That evening was told by co owner ******* ****** it would be unwound. They received the car back and my deposit was refunded. I went in person to get proof on that this loan had been canceled and manager lied to my face saying there was no proof because it had been canceled and would not give me any documentation. On 12/20 ******* called me and assured me it was all taken care of. As of 01/20/2025 the loan is showing on my credit and I’ve received notices my payment is late. The finance company said that the dealership called to start the process on 12/19/2024 and not made any other attempts with giving necessary paperwork or money they received for the vehicle.

  

  Business Response

  Date: 01/21/2025

  The deal has been unwound with the lender. We have previously issued funds to the lender to unwind the deal and are waiting, along with the customer, for them to be applied and the loan closed out and completely reversed. Unfortunately, there is some time in between the initial unwind and everything reflecting that it is completely handled, we hope to ensure the customer that we will continue to monitor the progress of the this process. 

  Customer Answer

  Date: 01/21/2025

  
  Complaint: 22835634
  
  I am rejecting this response because: after speaking with financing company today 01/21/2025 to confirm what I was told yesterday evening on 01/20/2025 that you confirmed they received the check and would be a matter of time. However the financing company said today there is no record that you even contacted them and all contact with them is recorded in their system. Per financing company they said you could provide me with a copy of check and tracking number to confirm that you are handling  this matter.

  Sincerely,

  ******* ****

  

  Business Response

  Date: 01/21/2025

  They have not cleared our check, which is what we are waiting on to finalize the process. Here is the tracking information for the check we sent: FedEx ************

• Initial Complaint

  Date:01/21/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My sister got a car on december 26, 2024, And I became a cosigner. I allowed them to pull my credit just for that day. Since then, they have been pulling me and my sister's credit every day since she has got that car. The loan never went through and we return the vehicle January 17, 2025, On the day that we returned it. They also ran our credit again. They kept giving us the runaround. So we handed them both sets of the keys and left the car. And we told them that we were returning it because the loan didn't go through and that we were tired them avoiding our phone calls and text messages. We have NOT gave them any permission to pull our credits sense. December 26, 2024

  

  Business Response

  Date: 02/04/2025

  When trying to purchase a vehicle we run credit along with any banks we submit the loan to.  If the deal takes longer than 30 days we may run credit  again to make sure that nothing has changed.

• Initial Complaint

  Date:10/16/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sat Sep 7 my husband and I went to Ole Ben to test drive a truck, the black truck. We ended up trading our truck, the white truck, for the black truck. On Tues Sep 10 my husband received a message that the truck we had traded could not be retailed and that we would have to trade back. Ole Ben claimed the shop said the turbo, front end, and transmission were all messed up. We asked if we could call the diesel shop they had the trade in checked out to see what was happening. The shop was the same shop we had taken it to in Aug of 2022. The shop told us the turbo was getting ready to go out and the transmission was throwing codes and needed to be replaced. They also said the front end was fine and didn’t know why Ole Ben told us that. In Aug of 22 we spent almost $10k at shop getting the turbo and front end fixed. Even though it had been just over 2 yrs, we had put less than 5k miles on it. We consulted with a lawyer. Our lawyer advised us to not have any contact until he can read through the contract. On Sat Sept 14 at approx 11:30pm a repo truck came into our driveway and illegally repossessed our new black truck. They said they had repo paperwork from Ole Ben to take it but he couldn’t provide me with any. I called KCSO and the detective let me file it stolen. On monday the detective said he had to close the case because it was a civil matter. We said there was nothing in the contract that would make us have to trade back and Ole Ben was saying there was. We were told by the detective and our lawyer that the only way to get our black truck back was to sue them in civil court. On Tues Sept 17 I went to Ole Ben to get our trade in and $3k down deposit back. They kept $1,300 of our down payment and made us pay for the illegal repossession. Our lawyer sent them a letter explaining that there was nothing in our contract saying that we would have to trade back if our trade-in wasn’t able to be retailed. Ole Ben did not respond to the letter or trade trucks back.

  

  Business Response

  Date: 11/01/2024

  This matter is being resolved between the parties.  

• Initial Complaint

  Date:06/20/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a vehicle on June 16th of 20204 only to get a phone call on June 18th stating that the paperwork they gave us was incorrect. We had to come in and re sign papers. The monthly payment of the vehicle would now be more. They told us they incorrectly calculated the APR and there was nothing they could do to lower it to the original monthly payment we sighed two days prior. We already invested $500 in the vehicle we purchased. They told us we could take another vehicle, or refund us our down payment and lose the money we invested in both scenarios or make the new higher payment. Due to always having $500 down payment and $500 in mechanic fees we agreed to make the higher payments. The clause in the documents states they can change the deal and we just have to accept this. This business is not professional or honest.

  

  Business Response

  Date: 06/21/2024

  Please advise if there is a second person on this loan.  I am not finding it under *******.  I tried calling but verizon says number is disconnected.  Thanks, *** 

  

  Business Response

  Date: 06/21/2024

  The ********** were approved for a more expensive vehicle at a lower interest rate.  When we switched vehicles with the bank the new unit had a higher interest rate (this is the banks decision not ours).  The customers were advised that we would back the deal out and refund their down payment if they did not want to take the higher rate/payment.  They were given a few days to think about it and came in Wednesday to resign.  

• Initial Complaint

  Date:05/29/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/18/2024, I purchased a 2021 Ford Bronco from Ol Ben Franklin Motors on Kingston Pike. When they showed me the vehicle it looked practically new inside and out. I am a widow, on disability. I specifically asked if the vehicle had ever been in a flood or wrecked. They assured me it hadn't. Said it was a leased vehicle that had been turned in. Had only a little over 34,000 miles. I asked for a car fax but after keeping me distracted, I never got one. After getting the vehicle home,noticed it was pulling to the left. Took it in and they said it just needed to be aligned. After alignment it started pulling to the right Took it back and had it realigned again. Kept having issues. Called and told them I felt something was seriously wrong with this vehicle and told them about not getting the car fax. After getting one myself, I was appalled that the vehicle had been not in one accident but two!!! When I called about it they said what would you like us to do. I said I wanted my car back and they could have theirs back. The Mgr laughed at me and said, "Well that ain't going to happen. You signed a contract. " Feeling like I didn't have a choice I filed a report with the TN Vehicle Commission. We are in deliberation with them now. Josh Pool who is apparently one of the owners called me a "liar" and says I was told about the vehicle!! I had to take a trip to Ohio. My car has been in shop for over 2 weeks!!! I've only had it for a month!!! I've been stuck in Ohio and out of work for over a week. The tires were almost bald. Had the wrong size nug luks,,leaking oil, water...headlights weren't even bolted in!! The under lining broke lose while I was driving because it was full of oil and water. I had to crawl under the car and cut it loose with a box cutter!!!  

  

  Business Response

  Date: 05/30/2024

  After speaking with the customer, we have reached an agreement and believe that all parties are satisfied. 

  Customer Answer

  Date: 05/30/2024

  We have settled this matter, amicably. 

• Initial Complaint

  Date:05/28/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Long story short-I was needing a vehicle they have previously approved me so went there I guess they lied or was wrong I don't know asked if I had a cosigner my mother was with me she said she'd be one they asked if I could 6another one so my baby's dad agreed to being one. Took the truck home March 4th we noticed everything was in my mother's name and they said that was just til the next day bc my mother and baby dad had to sign something? I also didn't make my payment until the next day over the phone. For some reason they didn't take it the day I took the truck home. It was few days later we realized all the paperwork in the truck and everything we had was just in my mother's name they use my information and put her name on it. She never filled out any paperwork. Called like 3 days later asked why that was and if we could get it fixed bc it's supposed to be my truck nobody else's they then told me that I need to bring truck back and then proceeded to threaten me. They came and took the truck and never gave me my money back. Talked to several different people through all this from there two of them told me I'd get my money back. It's fraud and I don't know what to do I'm a single mother I have no vehicle and it took me a really long time just to get that $500 up. Could you please please help me?? Also they keep running all of our credits still we still get things in the mail for loans our credit as well.

  

  Business Response

  Date: 05/29/2024

  The boyfriend refused to come in and sign which we needed to make the deal.  Customer was asked to bring vehicle back.  She said ok and then quit taking our calls.  At some point her Mother called and told us where the vehicle was at. We had to hire a person to go and repossess the vehicle.  Because of this there will be no refund issued.

  Customer Answer

  Date: 05/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:
    Respectfully I reject the response bc it's just not true. The " boyfriend" came the day after I left w/ truck just like **** asked & he signed papers. He went along with my mother. And just a reminder this vehicle is supposed to be in my name. I'm the one trying to buy a vehicle nobody else.They said just me wasn't enough I needed a cosigner so my mom agreed to be my co-signer then you guys said I needed one more and that was "boyfriend ". But then come find out you only put my mother's name on all of it. Not mine. Not even the boyfriends name is anywhere. 
  Also you all only called me once & that was after I called you all several times. At that point my mother had already called asking why everything was in her name not mine (the person who is buying it). You all never called me to bring the truck back not one time. I called about making a payment that's when I was told to bring the truck back. That is when things began getting nasty. Whoever I spoke to refused to give me their name but sounded like **** or Tom?? I just asked if I would be getting a refund or some kind of compensation from them bc it hadn't been mentioned yet and I hadn't done anything wrong nor had either of my "co-signers"  so I assumed I'd be getting my money back or something. I guess asking that angered him more bc he said some stuff then hung up on me. I hadn't heard from anyone there since nor would anyone get on the phone with me. My mother had gotten some odd /hateful texts and a couple calls but nothing like you described above. 
  An we weren't keeping the truck from anyone. My mother had been told that the truck was reported stolen.Im not driving a stolen vehicle & neither are my "co-signers" 
  I've included some of the pages out of the big packet of forms/copies the "boyfriend" got when he went & signed to be my 2nd co-signer3-5-2024. I also have other things I could include if needed - just trying to keep it to the point & within the complaint.
  
  Sincerely,
  
  
  ******* ******

  

  Business Response

  Date: 05/31/2024

  I have tried again to contact ******* with no luck.  Please have her call Amy at 865-693-9315.  We will be refunding her money.

• Initial Complaint

  Date:05/17/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle in March of 2024 the 27th of March someone rear ended me and the process from my insurance lead me to find out that ole Ben Franklin over charged me the value of the car was only worth 14,000 they charged me 18,000 they never made me aware of gap insurance or the fact they went through a loan company so my insurance only covered the value and now I am left paying 5,000 that’s accumulating interest as we speak and I no longer have the vehicle they was very dishonest and no help after this happened.

  

  Business Response

  Date: 05/17/2024

  Please see attached signed documents.  The Binghams were offered gap but declined.

  

  Business Response

  Date: 05/17/2024

  Please see attached signed documents.  The Binghams were offered gap but declined.

  Customer Answer

  Date: 05/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:05/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a 2021 Kia Soul from Ole Ben Franklin. We had the car for about 3 weeks when the engine light came on and the car began to stall. We brought it in to Ole Ben Franklin. Their technician plugged in a diagnostic tool but claimed could not determine what was wrong. He consulted with the General Manager, *** *****, and we were told the car was still under warranty and to bring it to a Kia Dealership for repair. We were told the car was safe to drive but the stalling continued to get worse. The Kia dealership informed us that the oil filter had been damaged and as a result, the car was operating without oil causing irreparable damage to the engine. The engine had to be replaced. Prior to purchasing the car, we pointed out oil on the engine. We were told this was just spilled oil from when they did the oil change. *** ***** continued to insist this would be covered by the warranty but the Kia dealership explained since this was caused by DAMAGE done to the car and not a manufacture defect the warranty did not apply. *** ***** then decided the damage was caused by road damage and we were at fault. We should file a claim with our insurance company. All the time this was going on, our sales person, ***** *******, assured us that Ole Ben Franklin would make things right and not to worry. We submitted a claim to Allstate. They determined the damage was caused by a tool when installing the oil filter. Our claim was denied. We didn't do any oil change service to the car. *** ***** told me they had done 2 oil changes to the car prior to our purchasing the car. It's evident the damage was done to the oil filter prior to our purchasing the vehicle. We would like to be reimbursed for the repairs we had to make to the car in order to make it operable.

  

  Business Response

  Date: 05/03/2024

  The customer took the vehicle to two different KIA dealerships.  This was months after the sale.  Both KIA dealers have said the damage is from road hazard.  

• Initial Complaint

  Date:05/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nothing got fixed like it was supposed to traded in a car that had nothing wrong with it and then got a truck but ended up looking like the truck was beat with a hammer and wracked and damaged and also had a melted battery all over the dashes and my 6 month old boy about stuck his hand in the acid and could have killed him the truck was even supposed to be filled up and was not filled up I was also told that this truck didn’t accrued any interest we’ll I was also lied and not explained it was and I also didn’t even get my truck the day I signed it I had to wait 3 weeks to even get the truck and was accrued interest even when I didn’t have the truck they took the mirrors off because they didn’t have them we’ll replaced mirror but didn’t fix the switches to the mirrors that was broke and the window want roll down without you doing it from driver side . The truck is not at all for a customer to be done the way I was done . And now I haft to pay more interest because I was not told these things and on top of that I haft to fix everything that’s wrong with the truck after they promised to fix it . So I would like to get all my money back or trade for something that is doing someone right because I am paying 650 a month for a truck that didn’t at all show what they said. Until after the truck was in my hands then said they was nothing they could do any the manager wouldn’t even help me .

  

  Business Response

  Date: 05/01/2024

  Mr. ****** purchased a vehicle from us on 2/29.  Repairs that  were made were done on 3/4 and 3/5.  Interest accrues on all loans.  I have never heard any of our Finance Managers tell a customer otherwise.  Keep in mind this vehicle was purchased AS-IS.  Mr. ****** did purchase an extended service contract so if he were to have mechanical issues he can reach out to our service department.

  Customer Answer

  Date: 05/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: yes sir I did purchase the car and no the truck wasn’t stated as is and as you all promised to fix issues you all messed up and did not want to help me after your maintenance dept took the mirrors off the truck cause they was the wrong ones and then when I pick the truck up from me not getting the truck until 2 weeks after purchase date and I ask was the loan an interest accrued and I was told my mow face to face that it was not . So each day I didn’t have the truck the loan accrued interest and didn’t even have the truck when you read on the contract it states that each day until a payment is made interest will accrue and since I actually didn’t have my truck until after the 5th and was not filled up like promised and was not detailed as promised and you all promised to make it right on the mirrors then tell me to call and see if it gets covered but then I get told you couldn’t help me if it wasn’t covered on the warranty and did not fill out a paper saying truck was as is because you I was sent a picture that nothing was wrong with the truck then after I go to pick up the truck the whole back of the bed looked like it was beat with a trailer and just all these things was supposed to be to build a new customer relationship but couldn’t get no communication from none of you even gave me a tag that was out in 30 days and had to wait on the original tag and made me drive over an hour away instead of sending it in the mail also as promised so was stuck getting pulled over because I was being led the wrong way and with no help on your alls end . It’s supposed to be to help each customer but when you lie and promise things and to someone that give you 4000 down and that’s the only thing I can get an answer on was the purchase date and tell me to call the shop. We’ll I have and you all told me not to call that I was not allowed and now you tell me I can. I just want to be done right with the promises you all give. Because you all are supposed to be ole Ben promise really used to be the place. And for my kid to almost get hurt over almost getting in a melted battery you all left in my dash and let melt and leak threw and didn’t clean the vehicle at all. And that’s something you are supposed to do to each vehicle instead I had battery acid all over the truck came back was supposed to also have the truck filled and it was not I also have all text of the promises and about the tank supposed to be filled and detailed and about the mirrors being fixed 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/23/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 12 2023 ole ben was advertising a motorcycle on Facebook marketplace i was interested the motorcycle did not have a windscreen the description stated it would have a windscreen before the motorcycle was sold I went and purchased the motorcycle it did not have a windscreen in the contract it stated that they would have a windscreen mailed to me or they would send me $100 for a new windscreen I called several times after the first month I purchased my own windscreen I got in touch with ole ben franklin mitsubishi and they insured me the windscreen was on back order I waited several months called them back and told them I have already purchased a windscreen and I want the $100 as agreed on in the contract I was told by the manager I would have a check by the end of the week this was in February of 2024 they have done nothing but lie and try to avoid the agreement that was in the contract and its not right that a big business such as them can get away with things like this..

  

  Business Response

  Date: 04/23/2024

  Thank you Mr. ********* for brining this to our attention.   The $100 was set up on your deal from day one.  I apologize that somehow the check never got written.  The attached check will go out today.  Should you need further assistance please do not hesitate to reach out to me at *************  *** *******

  

  Business Response

  Date: 04/23/2024

  Thank you Mr. ********* for brining this to our attention.   The $100 was set up on your deal from day one.  I apologize that somehow the check never got written.  The attached check will go out today.  Should you need further assistance please do not hesitate to reach out to me at 865-693-9315.  *** *******