Franklin Sussex Auto Mall

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 ?

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.

F8 CHR responded

Left my car for 2 weeks for a fan speed issue, oil change and tire rotation. Was informed diagnostics would be performed before actual repair and would be submitted to Fidelity for review. I received a call stating fan would be covered, but lug nuts had "swollen" and would have to be pounded off for $275. Stephanie was told not to proceed with lug nut removal but fan repair should be performed. Returning 2 weeks later I went to pick up car and was told that I never authorized repair for the fan. LIE #1. Stephanie (in between cleaning her fingernails) then lied and said she had never talked to me. LIE #2. When presented with the date and time I called and authorized the repair and the day I left a voicemail. I was informed by the service manager that it must have been a phone system failure. LIE #3. ( By the way I have the ability to delete messages on my voice mail too.) Like being lied to and treated like garbage ? Franklin Sussex is the repair facility for you. Franklin and Sussex for anything automotive ? Avoid it like the plague.

Franklin Sussex Auto Mall responded

With 100% customer satisfaction being our main goal, first, we apologize for the experience that you had at our dealership. We have addressed this matter with your service advisor and corrective actions are being taken. From my understanding, we have since repaired your vehicle. Should you like to discuss the matter further please reach out to me, Bill Snouffer, general manager of the dealership, directly, via email at billsnouffer@gmail.com or phone at (973)599-2167. Thank you.

Franklin Sussex Auto Mall responded

We apologize for upsetting you but this is a standard process when purchasing vehicles with bank liens on them. We need to verify payoffs and make sure we are able secure a clean title before releasing any funds and again apologize if this was not communicated properly to you. If you have any other concerns or wish to discuss further please do not hesitate to contact me Bill Snouffer, General Manager, at billsnouffer@gmail.com or by phone at (973)599-2167.

willrod responded

I contacted Mr.Snouffer on Saturday (7.17.21) and he sincerely apologized for my trouble (apology accepted) to be fair Ms. Laura Bohn was very transparent and kind she told me we take your vehicle and in two days at most you get your money even though I was very reluctant and leery I was amenable to those terms but after 2 days when I went to pickup my money not only they did not pay me they didn’t even payoff the loan yet meaning I was going to have to wait a few more days now two days becomes a week. Once someone tells you that you are going to receive your money on a certain day and it doesn’t materialize human nature you become irritated and I’m no different it was miscommunication between Laura and Brian. Mr.Snouffer assured me that there were no ill intentions and I believe him I call it human elements, things happen in life at the end I just wasted my time with Franklin Sussex Auto Mall. Up to this point I still can’t resonate why when Franklin Sussex Auto Mall sells a vehicle and have a trade in with a bank lien they don’t verify that it has a clean title and still sell you the vehicle it’s seems to me that it only applies when they purchase a vehicle from you they exercise this protocol which is very feasible for the dealership and not for the customers in my book that’s double standard maybe you want to educate future customers about that particular protocol.

Franklin Sussex Auto Mall responded

Thank you for the 5-star review; we truly appreciate it! Thank you for traveling to our store for your warranty needs! We look forward to serving you in the future.

ctdavis2011 responded

In this time with all that’s going in our lives to find people that are truly sincere is heartfelt.

kmcguire responded

I suggest you look to see how many people she has pushed away. My information is not in your system due to her horrible attitude and lack of customer service. I have already told multiple clients and friends of mine to stay away from Franklin Sussex Auto mall and Jessica Sharry.

Franklin Sussex Auto Mall responded

We appreciate the additional information. We apologize for the experience that you had at the store.