This was the worst car buying experience I have ever had.
I came in to pick up my new vehicle only to discover that it was already a courtesy vehicle, and the warranty was already activated almost 6 months p
I came in to pick up my new vehicle only to discover that it was already a courtesy vehicle, and the warranty was already activated almost 6 months prior. The sales manager blamed his salesman for not telling us when it was actually him, Robert Gunther, who stated this was not a courtesy vehicle a week earlier. From the moment the sales manager got involved he continually said that "we should part ways" instead of trying to make it right. Management stated, "we feel you are a high risk to give us a bad review after the sale to the manufacturer and it will cost us money". We did not care about any review only wanted the vehicle we purchased and an adjustment because the warranty was already active. The sales manager tried to keep pushing us away because of this dealer review and kept saying, "you're not happy, we should part ways". We asked him to make it right and he asked what we wanted. I said 1500 off because this was a courtesy car, and he quickly said "OK". We went outside to look at the jeep one more time and we came back in, and the number was only $800 off. I asked what happened to the $1500 off and he said I didn't say "ok I'll do it", I only said "OK". The sales manager kept bringing up that a bad review would cost them money and kept saying we should part ways. I once again said we wanted the Jeep and asked to round the out-the-door price down $67.00 to make it an even $50 k out-the-door. Once again, Rob stated it's better to part ways because we feel you are high risk to give us a bad manufacturer review. We said we just wanted the vehicle and would pay them the $67.00 and they refused to sell us the car all because of a possible bad review. We spoke to upper management who's only concern, again, was a bad review after the sale. We then sent an email to the owner of Fred Martin Superstore who could not even respond to us himself, only to have one of his partners tell us that we won't sell you the vehicle because we feel you won't be happy and are a high risk to leave us a bad review. The salesmen we dealt with were excellent in our dealings. When it came to management it was nothing but condescending arrogance and all about some review we could care less about. Anyone thinking about this dealership should look elsewhere as there are numerous complaints on the BBB website about shady practices and even about costing them money with a bad review. We felt so disrespected by this dealership that we filed a formal complaint with the Manufacturer. They were only worried about getting a bad review from me, so now I'm giving my honest review. After reading other reviews, I expect there will be a response saying that it didn't happen like this, but I'm here to tell you, it did.
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by Andy
Mar 05, 2025 -
Fred Martin Superstore responded
While we understand that you are upset we would not sell you a vehicle, your summary of the events that led to that point is inaccurate. First, you were not coming in to pick up your new vehicle because you had never agreed to purchase it. You came in to look at this vehicle after a unit you were previously considering had sold while you took weeks to think the purchase over. Both vehicles were part of our courtesy program in the Service Department. This was explained to you in great detail on the first unit, and told to you again when you came in on this vehicle, as it was part of the same program. It is also why we were able to discount the vehicle at the level we were. Every time we thought we came to an agreement on the terms of the vehicle, you would change the terms and ask for additional discounts and concessions. That is when we made the decision to not move forward with the sale. Reviews and surveys are absolutely important to us; however, great customer satisfaction and experiences are ultimately what get us great scores and reviews. The decision to not sell to you was not made to prevent a bad survey or review, as you have already done this on multiple review sites. The decision was made after it was deemed you were simply a customer that could never be satisfied by anything despite our very best efforts. We wish you all the best on your future vehicle purchases.
Mar 06, 2025 -
Andy responded
As suspected your rebuttal would be as such that my experience didn’t happen as I stated. First, I was scheduled to come in to pick up my new vehicle as confirmed by text. On February 27th, I did agree to purchase it validating that agreement with a $500 dollar deposit given to the salesman that evening. Further discussed was the agreement that I would be coming in the next day, February 28th, to purchase and pick up my new vehicle. To this date I have not been refunded my deposit. It was NOT told to me in detail again as you state that this vehicle was in the same program. It was discovered when I went to sign the paperwork that was prepared for purchase. Even the salesmen were surprised. Again, the sales manager, Rob Gunther, stated this vehicle was NOT a courtesy vehicle, in initial discussions, hence, the difference in price.
Customers can take however log they want to decide on a purchase to make sure it is right for them and asking for additional discounts and concessions is anyone’s right when accurate information was not disclosed from the beginning. We had to ask to make it right, you did not.
Let’s go back to you stating that I wasn’t coming in to purchase the vehicle. Is it common practice to place a “SOLD” sign hanging from the rearview mirror of the said vehicle with the customer’s name, salesman’s name, and delivery date, if the customer was not purchasing? (Which was February 28th, the date I was coming in to finish the purchase and pick up, the pictures are pretty clear). Is it common practice to receive multiple texts (6) congratulating a customer on the purchase of the new vehicle from Fred Martin Superstore if the customer “wasn’t purchasing the vehicle?” Oh, and what about the emails I received about my new vehicle I purchased that Sirius Radio had been activated.
When I reached out to Stellantis, the VIN number to the vehicle was already associated with my name, you know, the one I “wasn’t coming in to purchase”.
Be honest, the decision to not sell to me was because you felt I was “high risk” (your words) of giving you an unfavorable review because the one that truly mattered would be sent to me after purchase and as I was told “if not answered with a 10/10 would hit you financially”.
I wasn’t “simply” a customer that could never be satisfied. Instead of owning up to your mistake and making things right, you chose to shift the blame on me, making it look like I would never be happy. You’re simply a dealership that got called out again on your shady practices.
We wish you all the best on your present and future Better Business Bureau complaints.
I had the best experience from start to finish! My sales
man Antonio Taylor was the best not pushy and very easy to work with! I will recommend Fred Martin to everyone.
man Antonio Taylor was the best not pushy and very easy to work with! I will recommend Fred Martin to everyone.
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by Karlastaaf
Verified Customer
Verified Customer
Feb 12, 2021 -
Fred Martin Superstore responded
Thank you for your business and this five-star review. We're happy to hear Antonio was able to serve you and demonstrate our commitment to great service. Congratulations on your new purchase, Karla! If there is anything we can assist you with in the future, please let us know.
Thank you -
Fred Martin Superstore Team
Antonio was a great salesman he took care of us from
beginning to end. He was very professional I have had some bad experiences at other places that shall remain nameless but I can say that for our Futu
beginning to end. He was very professional I have had some bad experiences at other places that shall remain nameless but I can say that for our Future purchases we will definitely be back to see him and I have been referring my friends to him as well
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by Micnics5
Feb 10, 2021 -
Fred Martin Superstore responded
Congratulations on your new vehicle! We are so glad that we had the opportunity to work with you, and that Antonio could make this a top-notch experience! We hope you enjoy your new vehicle, and we look forward to continuing to serve you in the future!
Thank you -
Fred Martin Superstore Team
Antonio was a great salesman. Had him before as my
brother bought a car from him. As for the person who did my finance for the car I wouldnt approve.
brother bought a car from him. As for the person who did my finance for the car I wouldnt approve.
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by ccurry2426
Feb 27, 2021 -
Fred Martin Superstore responded
Hello,
Thank you for taking the time to submit a review. We take pride in good customer service and happy Antonio was such a big help however we are sorry to hear your finance experience was less than 5 stars. Please contact Jennifer Bittner, Customer Relations Manager, at 330-753-4444 or email fmcares@fmcars.com to let us know what we could have done better.
Antonio and his Trainer were a big help during my car
buying process. This was my 3rd time at Fred Martin and my first purchase from leasing the past two times. Antonio was also a big help after I took t
buying process. This was my 3rd time at Fred Martin and my first purchase from leasing the past two times. Antonio was also a big help after I took the car home.
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by deatonmatt95
Feb 10, 2021 -
Fred Martin Superstore responded
Thank you, Matt, for taking the time to write this review and let us know how we are doing. Our customers are our top priority and your feedback is greatly appreciated. Congratulations on your new car! All of us at Fred Martin Superstore are glad to have you as a customer.
Thank you -
Fred Martin Superstore Team
Mr Taylor was very informative and made the purchase
quite easy,,I was nervous but, Mr.Taylor made me feel relax and confident, thank you
quite easy,,I was nervous but, Mr.Taylor made me feel relax and confident, thank you
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by Marquita
Feb 11, 2021 -
Fred Martin Superstore responded
Thank you for your very kind review. We strive to make sure that all of our customers leave happy, and it's great to hear about your excellent experience here at Fred Martin Superstore.
Thank you -
Fred Martin Superstore Team
Thank you , everyone was very nice and helpful I’m and
ver happy with the car , love the color and the way it drive , thank u to everyone that helped
ver happy with the car , love the color and the way it drive , thank u to everyone that helped
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by Mjamis0707
Other Employees Tagged:
John
Feb 09, 2021 -
Fred Martin Superstore responded
Thank you for your business and this review! We're happy to hear our team was able to serve you and demonstrate our commitment to great service. If there is anything we can assist you with in the future, please let us know.
Thank you -
Fred Martin Superstore Team
Antonio “Tony” was a pleasure to work with! Attentive,
understanding, and respectful with my time. I have purchased multiple vehicles from Tony. He is upfront, honest, and works with intention and integr
understanding, and respectful with my time. I have purchased multiple vehicles from Tony. He is upfront, honest, and works with intention and integrity. Highly recommended. Thanks again for the smooth car buying experience!
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by SteveBro
Feb 09, 2021 -
Fred Martin Superstore responded
Steve, Thank you for taking the time to share your thoughts on working with Tony and our team. We're glad to hear we delivered such a great experience!
Thank you -
Fred Martin Superstore Team
Feb 11, 2021 -
Fred Martin Superstore responded
Steve, Thank you for taking the time to share your thoughts on working with Tony and our team. We're glad to hear we delivered such a great experience!
Thank you -
Fred Martin Superstore Team
Antonio was AWESOME!!! Manager john was disrespectful
towards Antonio IN FRONT OF ME!!! That’s not ok 😤 finance Robert was pissy when I didn’t want warranty! 😤
towards Antonio IN FRONT OF ME!!! That’s not ok 😤 finance Robert was pissy when I didn’t want warranty! 😤
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by Syhopeces
Feb 01, 2021 -
Fred Martin Superstore responded
Hello,
Thank you for taking the time to submit a review and for choosing Fred Martin Superstore. We take pride in good customer service and happy Antonio was such a big help, however, regret that others appeared disrespectful. If you would like to further discuss your concerns, feel free to contact us at your convenience.
Thank you,
Fred Martin Superstore Team
I had a wonderful experience with Fred Martin. Antonio
was fantastic to work with. He went above and beyond to make me happy! The benefits that come with the car are better than any dealership i’ve been t
was fantastic to work with. He went above and beyond to make me happy! The benefits that come with the car are better than any dealership i’ve been to before. I am very pleased with my overall experience at Fred Martin.
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by Hajdujm1
Jan 19, 2021 -
Fred Martin Superstore responded
Thank you for taking the time to share your thoughts on working with Antonio. We're glad to hear we delivered such a great experience!
Thank you -
Fred Martin Superstore Team