ComplaintsforFreedom Motors USA

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Father a disabled Navy veteran worked with *********************** at your company and bought a 2023 ***** Travese 2 months ago. He was told by the salesperson that if he no longer needed it they would buy back. My wife tried to contact the company on 3 occasions and did not receive a return call. My father called from the *********** without a return call. The car was delivered and driven 40 miles prior to my Father becoming ill. It was paid in full and my father said the company always called back prior to him getting the vehicle. Is this the way your company treats a disabled veteran ??? A call back to say how can I help you while you are in need might be in order. I am very frustrated by your customer service *****************************

  

  Business response

  08/15/2024

  Freedom Motors worked with **** through the conversion process, changing the original order for this vehicle from a self driving option to a passenger option, as we were notified that ****'s ability to be independent was diminishing.  We were willing to adjust the needs throughout the process in hopes that the ******** family would still be able to enjoy the vehicle.  We are saddened to hear that the family no longer can enjoy the benefits this vehicle was designed to provide but is 100% willing to repurchase this vehicle back given the situation.

  Freedom Motors has successfully contacted the ******** family and discussed the opportunity for a repurchase.  They have agreed to the amount and we are in the process of finalizing the title work, payment processing and transportation of the vehicle back to Freedom Motors to hopefully get it to another family that can benefit from it.

  We will continue to process everything as quickly as possible for the ******** family.  Hopefully, this resolution resolves this complaint.

   

  Customer response

  08/15/2024

   
  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

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a handicapped van from Freedom Motors, I wanted the van to hold my Action tracchair. All through the negotiations, I asked for measurements.Bottom line chair would not fit and vehicle would not work for **** am a disabled veteran. I offered to pay shipping both ways, plus negotiated processing fee.Have got nothing but run around from sales person.

  

  Business response

  10/17/2023

  ************,

  We have been notified of your concerns of your Trax chair not fitting inside the ****** Sienna you purchased from us.  Unfortunately, we were not made aware that you intending to use this vehicle to transport a Trax chair.  We were told you used a Jazzy powerchair and were under the impression that our Superwide ****** conversion would work great for this.

  We understand that sometimes mistakes are made and that sometimes key information can make a big difference on what we would recommend or sell to a customer.  We are not in business to take money from someone and deny their mobility.  We are in business to help our customers keep their freedom, and continue doing what they enjoy.  We do not want you burdened by a purchase that does not help you at the end of the day. 

  I left you a message and gave you my personal cell number to call me back and discuss a return option. I am confident that we can find a solution that you find fair.  We apologize for any inconvenience we have caused and hope that you would consider us again, if looking for another vehicle in the future.  

  Customer response

  10/18/2023

   
  Complaint: 20675353
  
  I am rejecting this response because: The Jazzy Chair was never discussed and it is obvious the do not know what an actin trackchair is calling it a trax chair.

  Dear ******,
  Thank you.
  ****
  
  From: ************************* <**************************************************************************>
  Sent: Tuesday, September 26, 2023 7:46 AM
  To: ***************** <*******************>
  Subject: Re: 2020 ****** Seinna-
  
  He is still out, i am going to send him a big emial. 
  
  
  
  *************************
  Mobility Specialist at Freedom Motors ***
  A ********************************** ****************, ** 49015
  P ************ M ************ F ************ E ************************************************************************** W www.freedommotors.com/  
  
  
  
  
  
  
  On Mon, Sep 25, 2023 at 1:14?PM ***************** <*******************> wrote:
  ******,
  Thank you for responding.
  I hope he recovers soon. I had COVID as well.
  ****
  
  From: ************************* <**************************************************************************>
  Sent: Monday, September 25, 2023 10:42 AM
  To: ***************** <*******************>
  Subject: Re: 2020 ****** Seinna-
  
  **** sorry for the lack of response, i meant to email you. 
  
  The VP of Sales has been out since last thursday with covid, and is still out. Bare with me brother!
  
  
  
  *************************
  Mobility Specialist at Freedom Motors ***
  A 740 *******************. ****************, ** 49015
  P ************ M ************ F ************ E ************************************************************************** W www.freedommotors.com/  
  
  
  
  
  
  
  On Mon, Sep 25, 2023 at 12:41?PM ***************** <*******************> wrote:
  Dear ******,
  
  Your lack of response is  deafening, I would hope that is not the avenue to litigation.
  As you stated in your response to my e-mail September 19, 2023, we are not in the market for s******* people over and I will nudge him and let him know we have to do something!
  I have no problem in paying the cost of the shipping both ways and additional negotiated processing fee.
  I have not driven the vehicle since its delivery. So no additional mileage is will be on the vehicle.
  
  In addition I am a disabled veteran and a member of ******* Veterans of America which has fifty two chapters nationwide, and a monthly magazine, who would be interested in your business practices.
  I am also a member of the Fraternal Order of Police, they also have a monthly magazine, with similar interests.
  
  I would look forward to your response
  
  Sincerely
  
  
  *************************
  123 Short Court
  ********* **.
                      59901
  ************
  09-25-23
  
  
  
  Sincerely,
  
  **************************

  

  Business response

  10/31/2023

  ****,

  I am happy we had a chance to speak yesterday in regards to the issues you have with the vehicle and the ability to transport your off road chair.

  As we discussed, my assistant will be sending out a buyback contract in the amount we agreed upon last night ($62,065).  Once we get this signed and returned back to us, we will cut you a check back for the vehicle, and send it out with a tracking number.  Once we can confirm you have received the funds, we will dispatch a transporter to pick the vehicle up from your home address.

  If I can provide you any further information, please reach out to me via my cell number that I shared with you last night.

  I hope you have a fantastic day!

• Initial Complaint

  03/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband is a disabled police officer, injured in the line duty,.We loved the vehicles this company builds. We were working with sales rep ******** and we had chosen a specific vehicle, ready to buy.I asked if they give law enforcement discounts. ******* texted ( knowing which vehicle we wanted) I have a $2000 LE/ Service member discount that I will apply to WHATEVER you choose. We were thankful for the discount. ******* then began drawing up a contact for the vehicle; less than ten minutes after he gave us the discount, he called to say he would not give the discount. He explained the vehicle was discounted to start with and he would not honor the ***** he promised. I reminded him he said the discount would apply to whatever we choose. He got angry, because I said I felt I needed to be dealing with someone I could trust and rely on, when buying a vehicle unseen. I asked to speak with his supervisor, and he refused to arrange that. I called and left a message for his supervisor, no call back. I called the next day, the secretary said I couldnt speak with a supervisor, manager, owner or anyone, she wasnt sure if theyll ever call me back because I said I would write a negative review. I was crying, we really needed and counted on getting This vehicle. My husband called because we got money out to purchase this vehicle and need it soon, because his wheelchair is coming. He was hung up on once he said who he was. He called and left a message saying he was sorry there was miscommunication but we wanted to purchase the vehicle. They cut off all communication. We tried email, text and phone bc we wanted to make the purchase that we had taken money out of our home for. They did not respond, leaving us with the debt we took Out and No Vehicle. Ive now looked at negative reviews and there are several reviews where they cut off communication completely with people who have bought vehicles and have issues. They severely lack customer service and compassion.

  

  Business response

  03/12/2023

  While Freedom Motors does offer a military discount, it cannot be combined with other promotional offers.  The vehicle that the customer decided to purchase, already included a $10k discount.  The inability to offer more was not personal.  Once we kindly explained this to the customer, we were met with hostility.  It was at this time, that we decided a transaction between Freedom Motors and the customer was not in our best interest, and we suggested they would be better off shopping elsewhere.

  Customer response

  03/13/2023

   
  Complaint: 19583520
  
  I am rejecting this response because: its not truthful.  They werent met with any hostility, it was a simple request to speak with management.   Also, the seller knew the vehicles price when the offer was made, and the offer was (as shown in the text I provided) for any vehicle.   They are also deceptive because they never advised we go elsewhere they never returned any calls, including my husbands.   They lack honesty and customer service and support.  We would have bought the vehicle without the extra discount had they been amicable.  
  
  Sincerely,
  
  *********************

  

  Business response

  03/16/2023

  ****, I understand you were able to connect with our VP of Sales, ***************************, last night to resolve any issue with Freedom Motors you may have experienced.  We always strive for exemplary customer service and your insight will allow us to make sure any necessary improvements are made.

  Customer response

  03/16/2023

   
  Complaint: 19583520
  
  I am rejecting this response because: there needs to be a public apology on here as we were told.   ****** reached out to us after the *** saw our complaint.  ****** investigated and found your company and it's employees completely mishandled our situation and treated us poorly.  There was to be an apology on here as well.  And a removal of the previous reply where you falsely, use a defamatory statement term claiming we were "hostile".  This was found not to be true.  We were nothing but calm and just wanted honesty and trustworthy replies.  Once you admit to the wrongs done to me **** family on here and remove the false accusations, we will accept your reply.   We then will humbly accept your apology and appreciate ****** reaching out and finding the truth of how poorly we were treated and changes will made so no one else goes through what we did. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our Kia **** was delivered right at 4 weeks ago. It looks great, but we have not been able to drive it even one mile.it has the exact milage as when delivered. The issue is with the ***** assist they added and it being wired wrong, not capable of working with the ***** unit because they sent QStraint belts that *** not work with the unit or it *** be as simple as a bad door sensor but they will not answer emails. I received an email but ir was obvious he had not even read my email. I found the control box myself and the code as to Whst was going on. We are suppose to have a 36 month warranty snd should anyway for a car that has never been able to be driven. Once you use the system and turn car off it does not turn off and the battery dies. The salesman they sent was helpful with everything but thst issue. If I call to get a charge to battery once we get out of vehicle the battery will die agsin. Ir is probsbky a very inexpensive fix bur they are not even trying to do the right thing. Evidently the company gives employees gag orders because no one will give me info on who is over service department so I can go up chain. I dont know why they sent QStraint belts with a ***** system. We paid **** and should have gotten a complete set. Since the belts have to retract to cut it off and one belt has to be manually rolled in, thst could be causing the issue other than thst being a possibility we are just talking about a door sensor and I am still getting the run around. If they cant even fix something as cheap as these items for a car they just delivered I wont be doing business with the company again. They seem to have no care or compassion for the clients they make these vehicles for and Thst is a Shame. My son has had to look at car a month and wonder why we havent gone for a ride. I had talked it up to him and we were both very excited. Basically, I dont even see how tgdy would ever make good on a warranty. If a new customer csnt get something small repaired I

  

  Business response

  07/18/2022

  Freedom Motors is struggling to effectively communicate with ************ via her requested method of communication, email.  She will not answer her phone, which is imperative in order to assist her.  We are also getting conflicting information between ************ and her son.  If the issue is truly with the *** ***** EZ Pull System, the owners manual has a helpline for any issues,however, we are still trying to go above and beyond to rectify any problems she is experiencing.  We have even sent her Mobility Specialist back out to her home and she confirmed everything was working properly.  We will reach out to ************ via email to let her know that at this point in time Freedom Motors must require a phone call, with both the customer and her son.  Nothing more can be done until such time that she agrees to talk.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December of 2021 we ordered a van from Freedom Motors. We chose this van as it had one year of warranty still valid as I expressed to the salesman. We were given a delivery date of end of March. Upon receipt in May, the *** function of the Uconnect system and the buttons which close the side doors were inoperative. I took the van to a Chrysler dealer for repair. They couldnt do anything initially because Freedom had moved the OD2 maintenance connector to a place they couldnt locate. Went to an appointment to have it fixed. At the same visit I was told the warranty is void as it was bought from ****** and the warranty is void if registered in the US. Two days later the ** was inoperative. One day later the instrument cluster tachometer went inoperative. At the same visit, Chrysler said they could not repair the tach or the Unconnect as the wiring had been changed too extensively and the instrument cluster had been tampered with. On June 17th I received a call from the salesman in which he said the ** wants to replace the van. I accepted the offer. I was told to send the payoff info for the bad van and they would pay it off and it would be an equal trade. I agreed. Then received a call from the salesman, they must have the defective van back first. I informed the salesman that the van has another handicapped device my wife needs while they deliver the new van. He said he understood. Dead silence after that. In one final response the salesman said that returning the old van first was part of the deal. This was never mentioned until I questioned why the van they offered me was still for sale on their website and the bad van was still not paid off. Sent one final email stating that I expected them to honor the deal of June17th or send me $4,000 to pay for a new Uconnect system and instrument cluster and I would have a non-Chrysler mechanic do the install as my wife was sick of dealing with this.. After several days with no reply, I suspect they plan on doing nothing

  

  Business response

  07/15/2022

  Freedom Motors was unaware of Chrysler voiding factory warranties when imported from ******.  We have agreed on consideration for the repairs needed.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Special Needs trust assisted with purchase of wheelchair accessible van for my disabled child. Van was delivered on 3/24/2022 with NO SEATBELTS, driver seat is actually the passenger seat and is not fully installed. I contacted the sales person immediately and he sent a box of seat belts! I cannot drive the vehicle and requested a return. I was asked by email on 3/31/2022 to return the title back to Freedom Motors which I did. The salesman has confirmed receipt of the title on 4/1/2022. Communication has ceased. He will only say that the title is in the proper hands now and management is in control of the timing now. I have tried to contact the ** of Sales and the trust officer has also tried to contact them. They will not accept our calls. I need the funds returned to my daughter's special needs trust and the van picked up and returned to ********. They have the title back and have confirmed this.

  

  Business response

  04/07/2022

  The ** of Sales, ***************************, is working with ****** to get a repurchase agreement signed.  Once the ***************** has the necessary paperwork, we will be initiating payment and arranging for the vehicle to be picked up.  

  Customer response

  04/08/2022

   
  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,
  
  *************************

*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. ↩