ComplaintsforFrontier Motor Company. Inc.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Went and paid $1200 down for a car that is junk. They knew we had kids and still sold us something not worth it. The key falls out the ignition and sometimes won’t even start. Also the heater doesn’t work and any problem we bring to their attention they could care less and preferred we use our own mechanic instead of them.

  Business response

  03/06/2024

  According to the sales manager, we offered to fix the car, but the customer was not able to leave the car with us long enough for the repair to be completed.  She said she would just take it to her own mechanic.  

  Customer response

  03/11/2024

   
  Complaint: 21364454
  
  I am rejecting this response because:
  

  The car has had nothing but problems I took it to them they said it would be done that day and then they told me they wouldn’t be able to get to it till tomorrow I don’t have any other car and I have 2 kids and they knew I had kids and still put me in a car that doesn’t run right and there is even more wrong with it popping up the axels sound like they are gonna fall apart and the ignition switch is all messed up and the break lights didn’t even work when I first got it and it’s running horrible I want my money back I now don’t have a car because it sounds like it’s going to fall apart the mechanic even said to contact the bbb so that’s what I did and i want my $1200 dollars back so I can get a different car that actually runs and won’t cause me to stress whether me and my kids will be stuck on the side of the road or in a parking lot!!!

   

  Sincerely,
  
  Jessica Fondren

• Initial Complaint

  02/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They have flooded Facebook marketplace with false prices. They list vehicles for thousands of dollars below their competitors and then tell you in person that the price was a "down payment". I want them to change this fraudulent action.

  Business response

  03/06/2024

  Frontier Motor Company does not advertise or make posts on FaceBook Market Place.  I have attached a screenshot from FaceBook Market Place that a sales associate did post, however, it clearly states the "price is estimated down payment."

• Initial Complaint

  08/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My car was at the car lot from July 6 to July 22, 2023. I very explicitly asked for the throttle body to be replaced. I was told it was fixed 3 different times - but I ended up physically replacing the part myself. During that time I received a $600 bill for unsanctioned repairs (they replaced several parts other than the 1 specific part I asked them to), the manager was very rude and never communicated with me about the car. (I have attached a letter explaining the entire experience in detail.) My car was throwing 2 codes, went into "limp mode", and had 3 lights on. I told the guy when I turned in the keys that the throttle body needed to be replaced - they didn't do that. 15 days my car was in the shop and in 10 minutes I replaced the part myself (I recorded myself doing it for proof) I am a girl so I didn't think I could actually do it myself but after being so frustrated with the car lot I decided it was worth giving it a try and a week later I have had absolutely no problems with it. Yet I am still expected to pay the $600 bill. I have never been talked to so rudely in my entire career in the customer service industry. I have 3 toddlers and a job I have to coordinate rides for so I called at the very end of the day THREE days of the 15 and the manager told me "Calling every 30 minutes will get you nowhere but you getting your car back still broken", rolling his eyes and repeatedly telling me that he was doing me a favor. As I understand that is a service that they aren't required to do, if you agree to do it, then there is a certain amount of communication & expectation that comes along with that. Radio Silence and making someone feel bad for wanting updates is not ok. I was the person that the car lot was dealing with because it was my car and after we had our encounter, instead of apologizing to me he started contacting my husband instead of me. You are dealing with someone's livelihood and money - you should be understanding not hostile and rude.

  Business response

  08/15/2023

  I apologize for the confusion here.  The General Manager has had a conversation with the manager.  He felt like calling the co-buyer was not out of line but understands the confusion. The cost of the repair ($588.78) has been removed from the customer's account.

  Customer response

  08/16/2023

   
  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.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  06/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband, ****** ******* put a deposit of $1500 down on a 2014 Chevrolet Equinox on April 27, 2023. We had it about a week and started having issues. It hesitated to start and when you turned it off it would keep running for a few seconds. We Frontier Motors come pick it up to be fixed. They called a few days later and said it had been repaired and that it was the fuel pump. When we picked it up the smell of gasoline was coming through the Air Conditioner. We immediately took it back to the dealership and we’re told “just drive it a few days and it would go away.” I had it looked at by a mechanic and there is fuel leaking under the hood. I had a CARFAX report done and it has been wrecked twice which we were not told about. I want my money back but they refuse to do anything because “it has already been titled in our name.”

  Business response

  06/06/2023

  I'm sorry to hear of the problem with the vehicle purchased.  While we try hard to assure vehicles are ready for sale and spend tens of thousands of dollars each month doing so, sometimes there are problems we cannot predict.  We would not have bought or sold a vehicle that had been wrecked if we knew about it.  

  We have picked up the car and mailed a check to Mr. ****** for a full refund of his down payment.  The account has been closed and will reflect as closed at the Credit Reporting Agencies.

   

  Customer response

  06/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20134692, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Oct 20 2022 Car in shop November 4 Picked up car on Friday Car still having problems reporting to the car lot but they did not want to do anything after repeated attempts to get the car serviced while under warranty Jan 31 2023 car became inoperable, and I called them and they took the car both mechanics the took it to both said the same thing that the computer was out and it was causing all the issues that I had been telling them about all along Now they refuse to get me in another vehicle or fix the car I have been paying on and made me give it back to them and sign a paper and I just asked if I could get the money back for the car that I paid when it is was inoperable or get me into a different car and they refused

  Business response

  03/01/2023

  I am sorry to hear of Ms. ********* complaint.  I am however, confused by what she is saying.

  There was a problem with the vehicle not long after she purchased it (computer), and it was fixed under warranty.  However, the problem she had most recently was not related to the computer and is not covered under warranty (she had driven more than 14,000 miles). She voluntarily surrendered the vehicle, relinquished all rights to the vehicle and released Frontier from any claims (see attached).  In consideration, we have agreed not to pursue any deficiency action.

   

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from frontier and a lot of issues were found. I was told the issues would be resolved if I took it to the tire shop of their choosing. I put $4,000 down on this truck. I took it to the shop and I was still having the same issues. I took it to a local shop where I lived and was told none of the issues were fixed at all and that more issues were found. I was told this truck is not safe that eventually the left front tire will do what it wants and make the truck uncontrollable. I called ******* and told him I wanted my $4,000 back and he could have the truck or he could fix all the issues. He laughed in my face and told me I got what I paid for. That is not the case. I was told there was nothing wrong with this truck. This place is selling unsafe vehicles knowingly. I have 3 small children 2 that are special needs. I do not feel comfortable taking this truck back to his tire shop of choosing. I can not put my life in danger to drive an hour back to the tire shop he chooses when it was fixed to begin with. He was extremely rude and unprofessional and I will not be quiet about this. This dealership is selling vehicles that aren't safe and endangering lives. All I want is my truck fixed at my local shop that I trust or I want my $4,000 back.

  Business response

  05/18/2022

  Business Response /* (1000, 5, 2022/04/12) */ "While I am sorry Ms. ******* is having problems with the truck, we did (as we said we would) send the truck to Toms Tire Pros and paid nearly $400 dollars (copy of invoice attached) to address the problem she had at the time. Now there appear to be more issues. She has been told that we will send the truck back to Tom's to address these issues since they had worked on it before but that is not acceptable. At this point there appear to be 2 options. Return the truck to Tom's for additional repair or return the truck to the lot where it was purchased and receive a refund of the down payment (assuming the truck is in the condition it was in when sold) ******* ********, Controller Frontier Motor Co, Inc. Abilene, Texas"

• Initial Complaint

  09/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am currently making payments on a car that is a month in a half old. ****** who sold it to me was very dishonest. I actually had a witness on the phone with me at the time I signed all paperwork. He said the car was in perfect condition. I took the car to a mechanic I've used for the last 6 years and he said the struts were bad when I bought the car and also they did not follow safety regulations to ensure a safe vehicle was put on their lot. He tried to screw me over with the warranty but I fought it. He also raised his voice at me and was unprofessional and his boss just let him do it. I tried to call to speak to the General Manager and supposedly he's always gone. When I bought the car I asked for the car facts list and he said they didn't issue those. This has truly been the worst experience.

  Business response

  09/27/2021

  Business Response /* (1000, 8, 2021/09/21) */ I am sorry Ms. ********* has had a problem with her vehicle. She has bought multiple vehicles here so I am sure she understands that things come up that are unexpected. It is my understanding the vehicle was returned to us for repair by our certified mechanic and the problem has been rectified by replacing 2 tires. Consumer Response /* (3000, 11, 2021/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had 2 mechanics tell me my struts were out before the car was sold to me. Plus, ****** has never gotten back to me. What ever happened to caring for customers? They lied about several things and Hector was allowed to raise his voice at us. I do not accept this. I request action.

• Initial Complaint

  08/04/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I put down payment of 1500.00 on June 12th for a car that I drove home and then it wouldn't run. I called and messaged the financial manager ********* ********* told him to come get the car it needed to be fixed he said he would and would give me my money back neither of which he did he waited till after the first payment was due then he had it repoed I called him and he said it had not been repoed which was a lie. I believe he sold me this car intentionally knowing the car was screwed up. I have messages to prove this and want my money back.

  Business response

  08/18/2021

  Business Response /* (1000, 5, 2021/08/06) */ ****** ******* did contact me about an Air conditioning problem she was having on her 2014 Jeep Compass ***** miles shortly after she purchased it. She claimed that her mechanic had diagnosed it to needing an Air conditioning compressor. I wanted our own mechanic to diagnose it and asked her to bring it in just to be sure. The Air conditioning compressor was not covered under any Frontier Motor Company warrantee. However we were more than willing to repair it in our shop and at our expense as long as she brought it to us. The warrantee clearly states that the Motor and Transmission were the only things covered for 1,000 miles or 30 days whichever came 1st. She contacted me that Her A/C was not working good enough and that she could not bring her vehicle in for servicing because she lives in Lubbock Texas. In an effort to assist her I offered to buy the parts she needed. She agreed and I coordinated with her to get those parts she needed from Orielly's Auto Parts store in Lubbock Texas. I waited for 2 days to receive the invoice from Orielly's Auto Parts and did not recieve it so I called the commercial dept to inquire why i had not received the parts invoice and they told me that the parts were never picked up. I waited another day, which I then received a text from her, asking me why her vehicle had been repossessed. I contacted the payment office and was informed that she had defaulted by not making her payments as she had agreed do and was repossessed. I then called Oriell'ys to see if the parts had been picked up and Orielly's informed me that she had not picked them up. I instructed them to restock parts. It was agreed that she would pay for her own labor and Frontier would pay for the Parts which the parts were in excess of over $400.(four hundred dollars). She claimed that she was having the parts installed by someone she knew and trusted there in Lubbock. ****** ****** ******* was under a contractual obligation to make her payments, which she failed to do. ***** ******* Sales Mgr

• Initial Complaint

  05/11/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I put a down payment on a 2015 ford escape last month in April. Before I purchased the vehicle they agreed to fix any problems so I purchased it. There were a few issues not too bad to fix, but the vehicle is stuck in high pressure mode in the transmission. They keep telling us they don't see the problem with the transmission. We took it to a transmission shop and they gave us a print out of everything wrong. Cost up to $2800 to fix. Took it back to tell Frontier motors and they told us they don't believe transmission shop that they lie to get money from you. We need this fixed or our money back or something else to drive.

  Business response

  05/27/2021

  Business Response /* (1000, 7, 2021/05/24) */ THIS ISSUE HAS BEEN RESOLVED

• Initial Complaint

  05/10/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 2007 ford explorer sport trac on 4/8/2021. On 5/7/2021 I returned to the car lot to get the vehicle worked on due to the stability of the vehicle. I let them know I had gotten it looked at and it needed the rear stability bars worked on. After sitting in there office from 9 am till 5:15 pm I was told they had replaced the rear stability bar and also changed out the front ones because they also needed it. On Sunday I heard a clanking noise from the front so I looked under the vehicle and the tie ends on both sides of the sway bar are medal to medal and showing a great deal of wear. Also my tire pressure sensor fault light is on and my check engine. The man in the office on Friday was rather rude and I'm not looking to deal with him anymore. I eigher want the truck fixed right or I want something better.

  Business response

  05/25/2021

  Business Response /* (1000, 8, 2021/05/21) */ WE ARE WORKING WITH THE CUSTOMER TO RESOLVE THIS ISSUE

*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. ↩