Complaints
This profile includes complaints for Fred Martin Superstore's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 29 total complaints in the last 3 years.
- 15 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/08/2025
Type:Service or Repair IssuesStatus: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.
Purchased a used 2021 Nissan Versa SV in July of 2024. I was told vehicle came with Nissan's extended warranty (60 months/ 60k miles) as well as dealership warranty.
10 months later (Easter of 2025) said vehicle breakdowns outside of Lousville, KY. The following Monday, I take my vehicle to a Firestone in which a shop technician tells me the engine is cracked and leaking oil. Prior to this, I have never had an engine leak or even oil spots on my drive way. No check engine light on my dash.
I had my vehicle towed to **** ***** Nissan in Lousville, KY, where it has been since (as of today, almost 3 months).
The dealership it is at has quoted me over $10,000 in repairs due to needing a completely new engine and possible transmissions repairs.
Per the gentlemen I spoke to on the phone at the Fred Martin Dealership "whatever matchstick and bubble gum fix we did to the car did not work". A few months before I bought my vehicle, it was sold at auction due to the previous owner doing so much damage to the engine that it needed an engine swap but the previous owner refused causing Nissan to void the warranty on the engine. This detail was never disclosed to me till I spoke to Nissan customer care and had an open case.Customer Answer
Date: 07/15/2025
From the Nissan Dealership the vehicle has been at the last 70+
This is an estimate for the engine swap and they have tinted towards needing a new transmission as well
Business Response
Date: 07/15/2025
We are in receipt of this complaint, and we are internally reviewing the information provided. We ask for patience, as we look to properly address these concerns. Thank you.Customer Answer
Date: 07/16/2025
I am rejecting this response because:
Waiting to hear back from dealershipBusiness Response
Date: 07/29/2025
Our apologies for the delay on this. As it turns out, Mr. ***** had already been in communication with *** ******** in regards to his vehicle and getting his repairs covered under our warranty. In order to facilitate repair of this vehicle under our 75/25 Lifetime Limited Powertrain Warranty, Mr. ***** does need to reach out to Mr. ******** and provide the information below.
We need in writing to avoid communication errors, where to send the hauler, and contact info for the hauler to meet up with before the car can be loaded.
We also need confirmation of whether the car can be driven on/off, or if it needs winch or any other specific equipment for a dead car so we make the right arrangements with the right hauler.Mr. ***** can immediately begin this process by continuing communication with Mr. ********.
If there are any questions please contact me at *************
Sincerely.
***** *****
General Sales Manager
Initial Complaint
Date:07/03/2025
Type:Service or Repair IssuesStatus: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.
Purchased a vehicle brand new August of 2024 the vehicle is having massive issues with transmission. I have taken it several times to be blown off. Several parts realplaced nothing has helped car has been in the shop for 2 months and now they refuse to do anymore work until I purchase new tires ! Picking up the broken vehicle at their request today.Business Response
Date: 07/08/2025
****** ******, Investigator & Dispute Resolution Coordinator
Better Business Bureau of Akron
*******************************************>******************
July 8, 2025
RE: Complaint ID# ********
Dear Ms. ***************** are in receipt of the complaint by Ms. ***** ******. Ms. ****** purchased a 2024 Jeep Compass on August 27, 2024. Her most recent visit was due to a Service 4WD Error on the dash.
After performing our diagnosis it was determined that the vehicle had an internal failure to the *** module and it needed to be replaced, which was covered under warranty. The vehicle was returned to Ms. ****** after test driving it, but she called back when the dash error returned. Jeep sent an engineer out and attempted to program the module, but that did not solve the problem. The transfer case was also replaced under warranty.
It was noted that the front tires were at 5/32 and the rear tires were at 7/32. This vehicle is an *** vehicle; the tires need to be the same all around. Ms. ****** has put over ****** miles on the vehicle without performing any tire rotations since purchase. It is typically recommended that tires be rotated with every other oil change. This is most likely why the tires are wearing unevenly and also why the service 4WD light is currently on.
Jeep has stated that until the tires are replaced, they will not cover any additional repairs under warranty. Ms. ****** was offered a 10% discount to purchase these tires. Typically, factory tires need replacement around ****** miles. Had these tires been rotated as recommended, they likely would have exceeded this average. Replacing tires is considered routine maintenance and is the responsibility of the customer.
We understand that Ms. ****** has unfortunately had multiple issues with her new vehicle, but the current issue at hand cannot be resolved without replacement tires. She will need to replace these tires to fully attempt to resolve the 4WD issue.
At this time, we maintain our position. If there are any further questions, please contact me at **************.
Sincerely,
******* ******
Service Manager
Fred Martin SuperstoreBusiness Response
Date: 07/08/2025
****** ******, Investigator & Dispute Resolution Coordinator
Better Business Bureau of Akron
*******************************************>******************
July 8, 2025
RE: Complaint ID# ********
Dear Ms. ***************** are in receipt of the complaint by Ms. ***** ******. Ms. ****** purchased a 2024 Jeep Compass on August 27, 2024. Her most recent visit was due to a Service 4WD Error on the dash.
After performing our diagnosis it was determined that the vehicle had an internal failure to the *** module and it needed to be replaced, which was covered under warranty. The vehicle was returned to Ms. ****** after test driving it, but she called back when the dash error returned. Jeep sent an engineer out and attempted to program the module, but that did not solve the problem. The transfer case was also replaced under warranty.
It was noted that the front tires were at 5/32 and the rear tires were at 7/32. This vehicle is an *** vehicle; the tires need to be the same all around. Ms. ****** has put over ****** miles on the vehicle without performing any tire rotations since purchase. It is typically recommended that tires be rotated with every other oil change. This is most likely why the tires are wearing unevenly and also why the service 4WD light is currently on.
Jeep has stated that until the tires are replaced, they will not cover any additional repairs under warranty. Ms. ****** was offered a 10% discount to purchase these tires. Typically, factory tires need replacement around ****** miles. Had these tires been rotated as recommended, they likely would have exceeded this average. Replacing tires is considered routine maintenance and is the responsibility of the customer.
We understand that Ms. ****** has unfortunately had multiple issues with her new vehicle, but the current issue at hand cannot be resolved without replacement tires. She will need to replace these tires to fully attempt to resolve the 4WD issue.
At this time, we maintain our position. If there are any further questions, please contact me at **************.
Sincerely,
******* ******
Service Manager
Fred Martin SuperstoreInitial Complaint
Date:05/01/2025
Type:Service or Repair IssuesStatus: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 went to fred martin and Bought two cars within three days. On the second car I was guessing my trade in was worth 30,000 And the sales manager said oh no. Those cars are not going for that much money I can give you 22000. I was under that impression. I could not believe my car was only worth that much money And with not investigating my car's value I accepted 23,000. After days of checking out my 2 new vehicles.
I ended up researching the vehicle I traded in. My car was in almost perfect condition and ****** **** book on trade in was. 25,500 to 29,500. It Has literally been reuining my life for the last two months. I cannot believe a company can take advantage of a person so bad. There is no reason that they could not have offered me 27,000 Or at least the bottom of trade in at 25,500. My heart races every time. I think about this and I am already on high blood pressure. If I had the guests they probably sold this car for 32,000 And I just think they are absolute criminals for taking such advantage of me. I work so hard for my money and for them to just be able to make up to. 9,000 Is criminal .Yes the date on my picture is today's date And I have been watching it for 2 months And it has not changed at all. A check of 2,500 Would make things write and what should have been done when I signing papers. I am so embarrassed. This happened to me. I have not even posted anything on social media. Because everybody will think I'm so stupid..Business Response
Date: 05/06/2025
*** ****,
We understand your frustration with the value you received for your trade. There are other factors to take into consideration than what online tools can account for such as vehicle condition and days supply of inventory on our lot, and in the area. Values can change just as quickly as economic conditions. It is disappointing to hear that your experience was impacted so much by the value of your trade, as you were presented the number and agreed to it in order to complete the deal.
While we are empathetic to the regret you are experiencing, we cannot simply compensate you for the difference in value that you see online and what you agreed to at the dealership.
If there are any questions please contact me at *************
Sincerely,
***** *****
General Sales Manager
Fred Martin Superstore
Customer Answer
Date: 05/07/2025
I am rejecting this response because:
I was simply taken antvantage of. I came to you guys and spent over 100,000 on 2 cars with over 10,000 dollars in extra warranty. I put my trust in you guys to give me a good trade in value for my car. How much money can you possibly make off of one person to be happy. Everyone I talked to tells me not to go to you guys and I have been trying to come by a car from you guys for years. And this is how you treat me. I can truly say I will not be buying another car from you guys ever. But you also made enough money off of me through my trade and my purchases that I don't need to come back for you to make any more money off of me. Because you truly proven how greedy and money hungry your company is. You guys are so worried about getting customers and this is how you treat them. Maybe if you put yourself in your customer shoes you would understand and maybe be more understanding about these situations and how people feel about your company.Initial Complaint
Date:04/25/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
8/19/24 Took Ram 1500 Tradesman to Dealer in Barberton, Ohio. Fan was running high. Mr. ****, Service Dept, told my wife and I, said it was supposed to run that way. I said that wasn't true. I said I believe there was an extended warranty. A diagnostic test showed the problem was Air Dam. Water got into it and shorted it out. I again said, I believed there was an extended warranty, but he said he checked and there wasn’t one. Having no choice, they did the repair. Prior to paying I said it should have been covered. I paid $1,147.04.
8/20/24 Picked up vehicle. Voiced my displeasure as it should have been covered.
2/25 While researching Ram Recalls I saw there was an extended warranty notice for the Air Dam. A bulletin (July 20, 2022) for all US Dealers, showed the reimbursement process.
3/1/25 Called FCA Customer Care, per bulletin, advised that the Air Dam was covered by an 2022 extended warranty. They sent me the forms.
3/14/25 Completed forms and submitted it to FCA (Ram) Customer Care.
3/28/25 RAM Customer Care approved my reimbursement of $939.00. I received a check.
3/28/25 Called Dealer and finally reached ******* ******, Service Manager. I told him what had happened and I wanted reimbursement for diagnostic fee. He said he would research it and get back to me. (He never did).
4/8/25 I called Mr. ****** again. Left message. He did not call back.
Around 4/14/25 I used chat line on their website. I think I talked to ***? I explained everything. She said someone would get back to me. No one ever did.
4/21/25 Chat line (*******). I was told someone would get with me. I also called and spoke to *****, who said he was a service advisor. I explained everything to him, and he said it was above him but that he would have the director (Service) contact me. No one ever called me back.
As of 4/25/25, no one reached out to me. I simply asking for a refund of the diagnostic fee ($185.00). It's ridiculous no one calls back.Business Response
Date: 04/28/2025
We are in receipt of the complaint by ***** and ******* ******. We have reached out to the customers, and a refund has been initiated. We apologize that they were not contacted earlier, it was an error on our part. We believe them to be completely satisfied.Customer Answer
Date: 04/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Initial Complaint
Date:04/21/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They stated I would qualify for a $7,500 dealer discount on a new hybrid van bought in 2024 so they discounted the price of the car but was charged an additional $7,500 penalty from *** as **** Martin did not properly check the restrictions. So, the *** took back the funds ...and of course **** Martin stated not the dealer problem, tough luck and I am now out $7,500.Business Response
Date: 04/23/2025
We are in receipt of the complaint by Mr. **** ******. Mr. ****** spoke with our President, Mr. **** ****. They have come to an agreement, and at this time we believe Mr. ****** to be satisfied.
Please let us know if you have any questions.
Initial Complaint
Date:04/03/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a 2018 Ford explorer on 2-18-25 2 weeks later during a bad weekend of storms my windshield started making a humming noise i took to Fred Martin for service. Was told ir wad a sun rotted seal that needed replaced and I was going to have to pay for it
That seal did not rot in the 2-3weeks after I bought the car and I do not feel I should be held responsible..it wasn't caught during test drive because there weren't 40 moh winds like the day it started making noisesBusiness Response
Date: 04/04/2025
We are in receipt of the complaint by Ms. ******. Ms. ****** purchased a 2018 Ford Explorer with just over 100,000 miles on the odometer on February 18, 2025. Our General Sales Manager, ***** *****, contacted Ms. ****** upon receipt of this compliant to review the work that was done on her vehicle prior to it being offered for purchase, and her current issue with the windshield.
Ms. ****** agreed that the vehicle did not have the humming noise for the first two weeks that she owned the vehicle. Although she does have warranty coverage, the windshield is not a covered item. Given the recency of her purchase, we are offering to complete the work at a heavily discounted cost to Ms. ******. She was quoted $1,103.31 to complete the repair.
As a gesture of goodwill we are offering to repair the windshield at a cost of $300. Please let us know if this is acceptable to Ms. ******.
If there are any further questions, please contact me
at ***** *********Sincerely,
******* ******
Service Manager
Initial Complaint
Date:02/19/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Fred martin super store service department broke my hood lever and expected me to pay them $212. They kept saying it was bent but yrt it was kaying on my engine and appeared to be broken. They refused to repair it. They attempted to blame the tow company but i got the tow company on the phone at the manager ******* request. Then he-decided he didn't want to hear it. The tow company never opened the hood.. The manger start talking about i owe them and i said that i alwayspay my bills in full. He seemed to be agitated about that and not willing to deal with the problem at hand. I ended the call because i have the-flu and could not endure tjis madness any longerBusiness Response
Date: 02/21/2025
We are in receipt of the complaint by *** ***** ***** *** **** brought her vehicle in to diagnose an issue. The cost of the visit was $212. During that visit we provided a complimentary inspection and let her know we found the hood prop to be broken.
In discussing this issue with her we reminded her that she owed a balance of $239.65 from a prior repair. She hung up the line.
Our stance remains the same on the matter. We did not break *** ****** vehicle, and she still has an open balance of $239.65.
If she has questions she can call me at ************.
Sincerely,
******* ******
Service Manager
Fred Martin Superstore
Customer Answer
Date: 02/21/2025
********* was the person that I spoke to originally and I found him to be deceiving, dishonest and a liar. As I stated before, when my vehicle was towed to f**s , no one opened the hood to the vehicle. I contacted the tow company and I spoke with a lady that said she witnessed the tow and he never opened the hood. The reason I highlight the hood was never opened because ******* stated how did I not know the tow company didn’t open the hood, this is after his technician said it was bent by the tow company. He so dishonest and deceitful that he says my bill was $212.00. Noooo the bill would have been over $400. + $212 I asked for a diagnostic report to see exactly what they diagnosed and they sent what I sent to you. The only thing was wrong with my car as far as what they stated that day, the battery was dead. He’s so focused on their imaginary bill he chooses to slam me with. I have never received a bill or any statements of me having an amount due. I don’t trust anything about this company and if I knew anything I knew now , I would not have spent my hard earned money on the all cash payment on this vehicle. Just do the right thing and fix the lever on my car that you people say is bent but lays on top of my engine broken.Business Response
Date: 02/27/2025
We maintain our position on the matter. Attached you will find an invoice generated September 11 for a service on July 17th. This was sent to **. ****. Her vehicle was in service in July during a nationwide outage of CDK, the system by which most car dealerships conduct business. This system was not fixed for weeks, and all backlogged service work had to be manually entered, hence the delay in getting a formal invoice to her.
To be clear, **. **** owed this balance in July, could have paid in July, but did not and due to the outage this was not recognized until her return visit some months later. She still owes a balance of $239.65.
Initial Complaint
Date:01/18/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a new to me used vehicle from this dealership on 1/16/25. I was told I was being sold a *************************** Warranty which is equivalent to a factory bumper to bumper warranty. I come to find out I was issued a limited warranty that does not cover many items, such as the display/radio unit, as I was assured it would. *** ***** used deceptive bait and switch to sell me an inferior product.Business Response
Date: 01/20/2025
We are in receipt of the complaint by *** ******* ******. While we do believe that *** ***** went over all of the documents thoroughly during the purchase process, we will happily provide *** ****** instructions on how to cancel this product. Once executed we will process the cancellation.
If there are questions please contact me at ************. Thank You.
Sincerely,
***** *****
General Sales Manager
Customer Answer
Date: 01/20/2025
I am rejecting this response because:
Mr. ***** contacted me by phone on 1/18/25. He admitted the different, lesser warranty was issued. So although documents were reviewed with me, I was wrongly issued a lesser warranty. Mr ***** claims a clerical error. How can a finance manager make such an error? How many other people has this happened to and they did not catch the difference and the dealership pockets the proceeds. Bad business practice.Additionally, it should not be my job to correct your error. I am requesting you fix your mistake and issue my refund in full. I just see this as an attempt to deflect responsibility when your employee has already admitted to what was done.
Business Response
Date: 01/20/2025
We can process the cancellation for Mr. ******* but we do need him to sign the document provider in order to process this.
Thank You,
***** *****
Initial Complaint
Date:01/16/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a 2012 GMC Acadia, on jan 14th 2025, for a total cost of $9000.00 (including $2500.00 allowance for my trade-in). While I was sitting in the salesman's cubicle, I read an advertising display piece that stated that the several perks (including free oil changes, reduced part and labor rates for a year, etc. come with all used car purchases from Fred Martin Superstore. I assumed that the car I was buying would come with these perks. I am 86 years old and I needed to sign my wife's name on the title of the trade-in. Because I was signing for her as her Power of Attorney, there were many documents being shoved at me for my signature. I didn't notice but one of them stated that my purchase was "as-is where-is". Upon returning to the salesman's cubicle, he presented me with the "as-is where-is" paperwork. He presented a small placard which stated the same info as the larger one I read earlier, however, it had a disclaimer that only used cars costing $12000.00 or more where covered. The disclaimer was so tiny that I could not read it. This practice is so deceitful that I feel cheated. I may not have purchased the car had I known that it was "as-is where-is", or I certainly would not have met their price. As a side note, Fred Martin has a Budget Lot where they advertise that all of their cars are sold "as-is where-is'.
I wouldn't even look at a car on that lot. I think they took advantage of me by never stating to me that this car did not qualify for the perks. I want Fred Martin Superstore to extend all of the perks to
my purchase. I contacted a manager at Fred martin Superstore and He refuses to help me.Business Response
Date: 01/20/2025
We are in receipt of the complaint by Mr. ******. Mr. ****** purchased a 2012 GMC Acadia with 142,470 miles on the odometer on January 14, 2025. While he may not have been able to read the disclosures that were on the same documents as the advertised "Customer Happiness Guarantee" elements around the dealership, he was certainly aware he was purchasing this vehicle "as-is".
His signed documents attesting to such in two places. Attached are these documents, along with the Retail Buyer's Order. At any point after being presented with these documents Mr. ****** could have stopped moving forward with the transaction. Instead, he executed all of the necessary documents and moved forward with his purchase.
While Mr. ****** may regret this decision, he had ample opportunity to cancel the sale. At this time we are not offering Mr. ****** any of the benefits that would have been included, had this vehicle qualified for our "Customer Happiness Guarantee".Customer Answer
Date: 01/20/2025
I am rejecting this response because:
Not the salesman nor the negotiator EVER referred to the car as being sold as-is. The larger stand-up sign, in the first salesman's cubicle, is the only one I read. I don't remember any disclaimer. No doubt in my mind, the intent of the display piece, in the first cubicle, was to give the impression that if you buy a used car from their establishment, you will get additional benefits. I was considering this when negotiating their extremely low ball offer on my van. I also thought that that is why their car was priced about $2000.00 over the Kelly Blue Book. The issue of the tiny disclaimer was the last interaction I had with the salesman (after the sale was completed). He presented a small version of the larger sign, to support the company's position. I signed so many documents, that frankly I can't remember when the AS-IS paper was put before me. It was a lousy experience and I will get over it. I was cautioned by friends to avoid dealing with them. I should have listened. I would be interested in their explanation for why they only allowed me $2500 trade-in on my van and then offering it for sale on their lot for $6500. The negotiator stated that my van wasn't a car they would retail on their lot and that it would go to auction. Can you spell "GREED".Business Response
Date: 01/22/2025
We maintain our position on this matter. Mr. ****** test drove this vehicle, and the "as-is" documentation was on the vehicle at that time as well. He signed documents during the sale agreeing he knew he was purchasing the vehicle "as-is". He did not need to move forward with the purchase if he did not accept those terms.Initial Complaint
Date:01/02/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 11/15/2024 on my way home from work just as I pulled up to my house my engine started ticking. I checked the oil level, and it was about 2 quarts low. Fred Martin was the only one doing my oil changes, because they gave me 3 years free oil changes. I took it to Fred Martin on 11/16/2024 to have it inspected. Their results were, I needed all new lifters, Rockers & cams. Engine & Transmission have a lifetime warranty. So, my cost was $1,132.19. Problem is the lifters went bad due to the oil being low 2 Quarts. which was caused by Fred Martin service department. So, at this point I feel that the entire cost should have been theirs because it was due to their negligence. I had the transmission serviced in late September, I took it back late October or early November because it was not shifting right. Service department found transmission fluid was a little low and filled it up. They even showed me the video for the transmission. However, they did not show video of oil level. My thought is if they would have checked the oil, they probably could have caught their mistake then. We both agreed that my vehicle was not leaking oil or burning oil. So, oil was low from last oil change at Fred Martin. It is because of this fact I feel they are responsible for the repair, and I am seeking help for a refund from Fred Martin for my cost of $1.132.19 for the repair of my vehicle. Repair order #****** paid on 11/20/2024Business Response
Date: 01/13/2025
We are in receipt of the complaint by Mr. ****** *****.
Mr. ***** had two visits after his oil change in July. During both visits the engine was reviewed as part of our standard multipoint inspection. Attached is the repair order for that oil change (** ******), and both subsequent visits after that with their respective inspection forms (** ****** and ** ******). No issues were present during that time related to the engine or oil leaks. A video was also created during ** ******. No leaks were present. I am unable to attach the video to this response, but am happy to forward along if I am directed where to send it.
Engine ticking is often the first sign there is an issue. While we understand that Mr. ***** is frustrated that his engine issues began so soon after his transmission issues, but they were unrelated and not due to negligence from earlier oil changes.
At this time we are not offering a refund to Mr. *****.
If there are questions please contact me at *************
******* ******
Service Manager
Fred Martin Superstore
Customer Answer
Date: 01/13/2025
I am rejecting this response because:
My vehicle was low 2 quarts if oil, and as Fred Martin service center stated their was mo oil leaks but the vehicle was low 2 quarts of oil and the inspection video they provided never showed the oil level being checked like they did the transmission. If the oil was not leaking and it clearly isn't burn oil. Where did 2 quarts of oil go? I also have video showing the vehicle low on oil and the last place to change my oil was Fred Martin service.Business Response
Date: 01/15/2025
When the vehicle was brought in for the lifter repair the oil was not low. The oil was also not low during any of the service visits in between the oil change and the visit prior to the lifter repair. We do not know what would have happened to the oil, but we never verified that the oil was truly low. If there are no leaks from the vehicle and oil is being lost, the vehicle could be internally burning it.
However, again, we never verified the oil was truly low. We understand this can be frustrating to Mr. *****, but it does not change our response.
Thank You,
******* ******
Service Manager
Fred Martin Superstore
Customer Answer
Date: 01/16/2025
I am rejecting this response because: I had to add 2 Quarts of oil to the vehicle in order to get it to the dealership. As I said I have video showing me check the oil and you can clearly see the oil was low. To drive the vehicle to you while it was 2 quarts low would have been stupid and irresponsible of me to do so and would have caused more damage. You're asking me to be okay with pay for a mistake that was clearly cause by your service department. This is unfair and lacks integrity on the dealerships part. I have no problem servicing my vehicle as I have shown you all receipt for my services. This is not good business practices. I came to you respectful and all I get is the service department trying to back pedal out of there mistake. I never judge a place of business by its mistake, but how they correct them. I have to say I am not satisfied with your answer or lack of service.
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