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Franklin Sussex Auto Mall

Sussex, NJ

3.1
522 Reviews

315 State Route 23

Sussex, NJ

07461

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522 Reviews of Franklin Sussex Auto Mall

July 19, 2022

So I was holding off on writing a review but at this point it is getting ridiculous. When I first spoke to them, they were great. Everything was perfect, almost sounded to good to be true, and well it w More

by Disappointed
Recommend Dealer
No
Employees Worked With
Dean Puleo
Jul 20, 2022 -

Franklin Sussex Auto Mall responded

Hello there, First and foremost, we apologize for the experience that you had at our dealership as well as for any inconvenience that we may have caused you. Our corporate management team launched an investigation into what occurred during your interaction with the Auto Mall. With that stated, 100% customer satisfaction is our goal; we do not achieve that by being dishonest, deceitful or by scamming our customers. Quite simply, we don't do that. Regarding your lease payment, we disclose to every single customer that the lease price they are quoted will most likely change when their car comes in. This is because of the residual value of the vehicle, lease programs changing, bank rates changing, etc. Furthermore, we extended the term of lease to try to keep you close to your desired payment. Unfortunately, during transportation your vehicle was damaged. We were upfront with you and disclosed that the vehicle was damaged. As a result of the damage, we provided you with an option to have the vehicle fixed before taking delivery. Should you like to discuss the matter further, please contact me, Bill Snouffer, general manager, directly, via phone at (973)599-2167 or via email at billsnouffer@gmail.com. Once again we apologize for the experience.

July 17, 2022

We bought another beautiful jeep from Franklin Sussex Auto Mall. Garrett was very knowledgeable and friendly. Rob made financing easy. The experience overall exceeded our expectations. I highly recommend More

by billy
Customer Service
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Garret, Rob Matonis, Nina Margarucci
Jul 18, 2022 -

Franklin Sussex Auto Mall responded

Thank you for the 5-stars and kind words, Billy. We truly appreciate it. Thank you for the recommendation!

April 22, 2022

Horrible experience! !!!! Total waste of my time. Spent almost 3 hours and 165.00 wiring for them to diagnose the problem. They never did and asked for another 450.00 to c More

by Lil
Customer Service
Friendliness
Price
Quality Of Work
Recommend Dealer
No
Employees Worked With
Service manager on duty.
February 15, 2022

I leased a Jeep Wrangler 4xe and was very happy with my sales rep Emily. However, within a few weeks my windshield developed a pressure crack going from one side of the windshield to the other. At the time More

by Nipny
Customer Service
Recommend Dealer
No
Employees Worked With
Kevin Houghtaling, Rob Matonis, Bill Snouffer, Thomas Puco
February 10, 2022

Had my car checked over for my transmission issue! The service dept took 2 days to check it over. They never told me the car had to stay overnight. I have a warranty and right away they told me I did no More

by Patsy
Customer Service
Friendliness
Price
Recommend Dealer
No
Employees Worked With
Pam Resseler
January 04, 2022

Over priced over charging customers dont care about loyal customers tried ripping me and my wife off three and a half months ago no response from corporate or the team to accommodate us. Save ur money and go More

by Nick
Customer Service
Friendliness
Price
Recommend Dealer
No
Employees Worked With
Dean
November 15, 2021

Correction of previous review Bill Snouffer is a stand up guy he came thru and did what he had to do to make things right after the fact not to many would do that and yes I would buy from them again and reco More

by DYNAMICAUTO2
Recommend Dealer
Yes
Employees Worked With
Bill Snouffer
November 12, 2021

Amazing Deal on a New Jeep. Thank you to the entire team. Always a great experience More

by Jasonohara23
Customer Service
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Garrett M, Rob Matonis, Bill Snouffer, Mauro Colonna
Nov 15, 2021 -

Franklin Sussex Auto Mall responded

Thank you for choosing the Franklin Sussex Auto Mall for your automotive needs. Furthermore, thank you for the 5-stars. Congratulations on your purchase!

October 28, 2021

I Went there looking for a grand Cherokee with low mileage. Dealt with a salesman named Doug. Very friendly and knowledgeable! Even during the hot car market we are experiencing nationwide, Franklin S More

by Ed.seugling
Customer Service
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Doug Agne, Thomas Puco
Nov 15, 2021 -

Franklin Sussex Auto Mall responded

Thank you for the 5-star review and for choosing the Franklin Sussex Auto Mall for your automotive needs. We truly, truly appreciate it.

October 02, 2021

Been buying cars from them for years , we purchased 2 already this year and still need 3 more for my wife and twins. Unfortunately, it doesn't look like that's going to happen. I am extremely disappoin More

by DYNAMICAUTO2
Customer Service
Friendliness
Price
Quality Of Work
Recommend Dealer
No
Employees Worked With
James Tester , Pam Resseler
Oct 02, 2021 -

DYNAMICAUTO2 responded

Been buying cars from them for years , we purchased 2 already this year and still need 3 more for my wife and twins. Unfortunately, it doesn't look like that's going to happen. I am extremely disappointed in their service, had to wait over a month for my truck to get a new transmission , that was still under warranty. This put me out of work for a month. They told me that had to replace all the lines and radiator too. Well I finally picked it up and drove right to Massachusetts with my trailer. I didn't even get 300 miles away and the truck wouldn't move. Then after waiting 7 hours I finally had it towed to a dealer up there, and then the trailer towed home. I spent a crazy amount of money to have them towed and then on top of that, I had to have someone drive all the way there to pick me up late at night. What a nightmare!! All because when I called franklin sussex they said they can do nothing to help me. Even though, I just picked it up from them and it was still under the factory warranty including the additional $2200 plus BS warranty. I purchased the extended warranty just so I didn't have this problem. So after that mess, I called the dealership up there in Massachusetts the next day and he told me the transmission was bad again because they never changed the lines and radiator like they said they did. So I had to wait another month for another transmission to come in and the dealership up there in MA installed it properly with all the new parts and radiator. They did not have loaner cars so they told me to call Franklin Sussex again to help with the loaner car . But once again , they would not do anything!! So now at this point I was out of work with no truck or loaner car. I though the reason people buy new cars with extended warranties are so that they have peace of mind they are driving a reliable vehicle!!! So my question to you is, would you buy another car from Franklin Sussex if you were me ?

Oct 04, 2021 -

Franklin Sussex Auto Mall responded

We sincerely apologize for the inconveniences you recently had due to transmission failure. The warranty covered transmission replacement which we did along with the transmission cooler assembly, not the radiator. Per dealership procedures, the vehicle was test driven after the install and there were not any transmission fluid leaks from the lines or any overheating issues with the radiator, so neither of those items were replaced by us. Under the warranty guidelines the vehicle must be towed to the nearest dealer which was disclosed to you. We again sincerely apologize that the transmission failed but believe the original repair was done properly, unfortunately the replaced transmission was the issue. Your future business is important to us and if you want to discuss this with me I would be more than happy to try to offset the expense you incurred on future purchase considerations. Respectfully, Bill Snouffer billnouffer@gmail.com or (973)599-2167.

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