Complaints

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:05/22/2025

  Type:Service or Repair 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 car from Freebridge Auto sales that came with a 30 day warranty. The day after my purchase the check engine light came on resulting in the car breaking down with myself and my 3 year old daughter in the car a couple days later. I informed the dealership of the problems that the car was having as well as my concerns and they said they would tow it to their shop to have it fixed. However, that was not the case. The car was promised to be fixed and in working condition only for me to pick it up from the shop and it break down on me for the second time. The company towed the car in for the 2nd time to try to see what was wrong with the car. This resulted in them keeping the car for several weeks. I asked for a loaner car, they didnt have one. I asked for a trade in, they refused. I asked for a refund, they refused. They promised to have the car working again after multiple weeks in their care so I returned to the shop to pick it up. A couple of weeks had gone by when I was taking my daughter to her doctors appt. when the lights that caused my car to break down came on again. I called to inform the dealership and they said they would schedule to make a service appt. While pulling in the steering completely cut off. I informed the dealership that I would have it towed to them that day. I took photos of the lights that came on during each occurrence and offered to send them to the dealership and was told that it was not necessary. The dealership kept the car for a week with no communication to me. They told me again that there was no loaner car for me to use to make it to work and that I was unable to trade the car in. After constantly trying to get some sort of information throughout the week of them having my car, they called me to tell me that they couldnt find anything wrong with it. This past week, while starting my car to head to work the lights showed up again. I called to inform the dealer. That afternoon heading home the steering cut again.

  

  Business Response

  Date: 05/28/2025

  To Whom It May Concern: I am writing this response today to share the actions we took on behalf of our customer Ms. ****** Ms. ***** did purchase a 2015 Jeep Cherokee with 113k miles on 02/27/2025. As she states the check engine light did come on a couple days after she purchased the vehicle. A week later it started causing it to shut off at which point we did tow it in on 03/11/2025 from an hour away to our shop to diagnose and fix the problem. At that point in time the vehicle came in with diagnostic code pertaining to a failure of the dual stage oil pump. So, we replaced the dual stage oil pump, the oil filter housing, The oil pressure switch and the radiator which contains the oil cooler. Of course, in honor of our warranty there were no charges for any repairs. Although we do not provide towing coverage with our warranty, we did cover this tow for the inconvenience.  About a month after the Jeep was in our shop for the oil pump failure, Ms. ***** contacted us again with a different issue. She stated that the auto start and battery lights had come on making the steering tight and hard to turn. She did have the vehicle towed in. At which time we did offer a loaner car that she said was too small to accommodate her car seats. After several test drives through the course of the week we could not get the two lights to come back on to duplicate the problem. (which 3 of those tests drives I personally did) and still we could not duplicate the problem. With out a problem presenting it is impossible to properly diagnose what is going on. So, we told her to come and pick the car up and let us know if the problem came back. Three weeks go by, and she calls us back and states the problem is accruing again. So, we have it towed in once more on 05/22/25, again at our expense as to accommodate for the inconvenience and was able to provide Ms. ***** a loaner car at this time, and after 4 test drives the problem showed itself to us. It turned out to be that the alternator was stating to fail intermittently. So, we have replaced the alternator and driven multiple times and seem to have solve the problem. As Ms. ***** stated we did include a 30 day /1000-mile powertrain warranty with the vehicle which does not include towing. At the time of this repair the vehicle has been driven over 7000 miles which is 6000 miles outside of any warranty protection, along with the fact that alternators are not covered under are warranty term. But we are still going to cover the repair and the towing to try to help keep a good relationship with our client. As you all know we have been a member of the BBB for 30 years and maintain a A+ Rating with the Bureau. Everything we have done in this case and any others like it should align with the BBB code of ethics and guidance given by the Bureau in past situations like this. If there is anything we should have done differently please share that insight so we can improve our customer experience. And we apologize for the inconvenience this has caused. 

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

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair 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 got a 2007 **** focus from free bridge auto sales its price is ****** and I only had the car since July 5 th Its been in and out shop there since I got it 5 times now its broken down again and I want to turn it back in or ask to be put in a reliable car I stay in one of their loaner cars quite frequently the car has gas light issues break issues gear issues and thru are not trying to help other then brang it back for more work

  

  Business Response

  Date: 11/14/2023

  To whom it may concern,

  As stated ************* purchased a vehicle from Free Bridge Auto Sales,Inc on July 5,2023. The day of the purchase she discussed with with our sales team a few issue that haven't been resolve so we put the items to be covered on a We Owe. We scheduled an appointment for ************* upon drop off she had informed us of more issues that had shown up. Since she recently purchased the vehicle the We Owe items and the other issues that came up outside of warranty would be covered under our goodwill repair policy at no charge to her.On 9/13/23 when she picked the vehicle up upon completion within a week she had called back to let us know some new issues had arisen. So again we scheduled her to drop off the vehicle to have the repairs completed, once more at no charge to her. That work was completed on 9/29/2023. During the 2 times the vehicle was in our service department ************* was provided a loaner car. 3 weeks after after picking up the vehicle ************* called back stating that one more issue had occured. We currently have the vehicle in our service department to get the problems corrected. We appologize for the inconvienence this has caused and unfortunately can not forsee future problems that can occur from mechanical failures. In an effort to take care of our customer we are not charging again for the necassary repairs. Again we are sorry for the inconvienence and are standing behind the vehicle by fixing the issues.  Thanks Management

• Initial Complaint

  Date:09/28/2023

  Type:Service or Repair 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.

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *********************
  
  
  
  

  

  Business Response

  Date: 10/04/2023

  To whom it may concern. Your vehicle was brought back to us twice. Both times we fixed it at no charge to you. You were also provided a vehicle to drive while yours was being fixed. Weeks after picking it up you did call back in for a check engine light coming back on indicating a new problem that was not what was fixed on it while in our service department. At that time we had no available service loaners, but we were still willing to help fix the problems, the vehicle was never left to do so. As for the collectors in F&S, they work hard to maintain that accounts stay current and give more opportunity than most subprime lenders but if promises are not kept then they cant continue to give leeway.As far as payments to the finance department they keep records on all transactions made. Once the vehicle was back in our possession after 4 months use there had already been ***** + miles put on the vehicle. Well outside of the 12 month /***** mile warranty provided. Also at a rate that projects 50k miles annually or 2 1/2 time the average recorded mileage per DMV. We never intend to inconvenience our customers, but we do sell used machines and we are not able to foresee future problems through wear and tear. But would have still helped you to fix whatever issues had come up thousands of miles and months later. Also the way you spoke to staff through the transactions youre speaking about was extremely rude vulgar and shouldnt be tolerated in any form of customer service.  We would be happy to work to regain trust in one another so don't hesitate to reach out.Thanks Management.

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair 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.

  Hello, My name is *********************. Im unsure if this is the right email. But I would like to shine light on a auto company that is in ***************, **. They are selling very faulty cars and trucks. They are lying about fixing the vehicles and causing people to lose alot of money. I recently got a GMC envoy from them and its has been broken down more than I could enjoy it. I only had the truck for 3 months and its been in and out the shop. They are trying so hard to make me pay for all the repairs that they knew was already wrong with the truck. They stated to me the truck needed a motor and they would fix it. THe truck never received a motor and it became dangerous to drive. I almost wrecked with my kids inside the truck and when I mentioned this to them they stated I would be responsible for the towing of the truck because they will not pay for it. The service **** lady **** is very rude hungs up on customers and also lie about what is being done to the vehicles. I was put in a service loaner with no ac and the windows didnt work on some sides of the car. It wasnt clean and it wasnt in good condition to drive as a service loaner. I was forced to refinance my truck after being told a motor and new head gasket was put on the truck. I lost almost close to $3500 in the truck and I dont have the funds to be losing on faulty vehicles. I went on their website and its several customers that stated the same issue. Its time to put a stop to this madness because we work too hard for our money to have it being played with in that way. I dislike going this route but something has to be done with this company. I also listed the website and the reviews where people has stated they wrecked and had issues with their vehicles and are being garnished because of the faulty vehicles that are being sold.

  

  Business Response

  Date: 08/01/2023

  To whom it may concern;

  ************** did purchase a vehicle from our dealership on 02/09/2023. She came in on the 1st of February and after going through the approval process, she decide to leave a deposit on a 2008 GMC Envoy ****** suv that had ****** miles. ******** with the vehicle was a 1 month/1,000 mile power train warranty,covering all internally lubricated moving parts within the covered components. Our standard used car warranty does not include towing.

  The vehicle had not gone through the reconditioning process so she left a deposit to expedite the process. Upon completion of said process ************** came in to take delivery of the vehicle, bringing all required stipulations needed. During the delivery process there where some issue that *************** still wanted address so we offered to fix those items on a written we owe at a later time, with which ************** agreed to. On 03/31/2023 ************** dropped the vehicle off to have promised work completed along with another issue that arose while she had the vehicle. At the time that the vehicle was dropped off the mileage was now ******. While in possession of said vehicle all promised work was preformed at that time along with an oil change that was requested by ************** that she paid for upon picking the vehicle up. Another month past and *************** called back with a new problem that had arisen. On 05/16/2023 She dropped the vehicle off. At this time the vehicle had ****** miles on it. The diagnoses was that the valve train had failed and possible remedy was the replace the right side head deactivation lifter in the number 6 cylinder. Although the repairs where well out of the power train warranty in an effort to help out we offered to repair the vehicle and only charge her $800 of the $2916.00 Repair cost. On 06/14/2023 *************** picked the vehicle up and a few weeks later She called again stating the vehicle broke down.  At this time the miles on the vehicle were ******. We informed her that any work we had done had a workmanship guarantee on it, that she needed to get the vehicle towed to us and we would diagnose what the problem was, if it was something we repaired it would be covered. She said she would not pay to tow it in at which point we offered to have it towed in and she could pay us for the towing at a later specified time. She refuse to pay to have the vehicle towed and claim she would no longer pay for said vehicle and never got said vehicle to us to look at. On 07/28/2023 I called *************** to offer once more to have vehicle diagnose and fixed if she could get the vehicle here she declined and told me she filed a civil suit and would see us in court.