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Business Profile

New Car Dealers

Hubler Ford Franklin

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/22/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Hi my name is ***** ***** and I live in Franklin/ *******. I bought a used car from Hubler Ford Franklin, that is **** escape 2017. Car itself is fine but they sold me an extended warranty of $2100. Later on I figure out that I dont need this warranty. I called via phone Hubler Ford Franklin to cancel it. They said you have to walk in then I went there they said we cant cancel it. They are basically giving me excuses and run around and not canceling my extended warranty since on warranty contract its clearly mentioned that I can cancel it within 60 days and will get my 100% refund back but it will effect their commissions. They are basically giving me run around and excuses to not cancel my warranty just to protect their commission. And here I am going through a major financial loss of $2100.

    Business Response

    Date: 06/06/2025

    Customers Extended Warranty was cancelled and the refund was sent the ******************* not the customer due to  having a lien on the car. 

  • Initial Complaint

    Date:02/04/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 van represented as 144k and later found that the vehicle had almost 390k miles.Multiple attempts to get the dealer to respond have only led to stonewalling me.

    Customer Answer

    Date: 02/05/2025

    I purchase this ****** van that was maketed as ****** miles as it was advertised on FB marketplace. The dealer repeatedly said it was exempt but never stated the title was " Branded Not actual" . I have tried to get them to respond but they have not. This is deceptive at best. I wish resolution from this blatant fraud. Perhaps a 3 year warranty? Cash? Mainly dont want this to happen to anyone else.

  • Initial Complaint

    Date:06/05/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 this company It all started in May 2024 I got the car on May 23 ****************************************************************************** door wont open if locked I have to crawl threw the passenger door and over the gear shift to get in the vehicle and I havent had the car 2 weeks and the check engine light is on and it wont Turn on and Stay Running Ive made The Gentleman aware of these issues and got no response back All Im asking is for the Car to be in Working Mode Ive only driven it about 5-6 times because the issues with it not staying running. I would think when you buy a vehicle it should work I live on Disability and didnt think it would have issues this soon. I cant even go to My Heart doctor because of this.

    Customer Answer

    Date: 06/06/2024

    Its Hubler **** In Franklin Not Matlock Ford HUBLER FORD 

    Business Response

    Date: 06/18/2024

    Customer purchased vehicle AS IS and signed all the appropriate paperwork. Customer also has an extended service contract through the lender that financed the vehicle. 

    Customer Answer

    Date: 06/18/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    [Provide details of why you are not satisfied with this resolution.]

    Regards,
    Regarding this Matter No because they knew they sold me a defective vehicle How sad 
    *************************

  • Initial Complaint

    Date:12/21/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Bought my ***************** feb/march of 2021. In July of 2021, I started having engine issues. My car only had 56k miles on it. I took it in, turns out it needed a new small block engine, and warranty would cover it.. due to Covid and parts being back up.. I never got it back until late Oct early November of 2021. In July of this year the check engine light came on.. took it in. Light was cleared and reassured nothing was wrong and sometimes these things happen. November, light comes back and and starts vibrating while driving, and using coolant quickly. Cant get it in until Dec 19. Took it in. Was told the small block needs replaced again. But they arent covering. The car now has 72k miles on it. And they quoted me 7,900k as a rough estimate. I find it very strange that if they put a BRAND NEW engine in it, and has 14k miles on it roughly, that they wont warranty it. If its brand new, how does this happen? Im just extremely disappointed in this whole situation and basically was told it is what it is. So make sure you find some one who will warranty their work and make sure they actually do what they say!!! Now I have a car with a loan on it that needs a new engine with no funds to do so.

  • Initial Complaint

    Date:09/16/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Hubler **** sold me a vehicle that, without my knowledge, needed a new transmission. They told me to do a tire balance when I told them what was going on with my new car, I had them do it. They told me it didnt actually need a balance, although they charged me $60 for it anyway, and said it was the transmission but they werent completely sure what because the tech was too scared to drive it. They assured me it was safe to drive my children around in. I took it back two weeks later because it hadnt gotten better and they called to let me know it needed a whole new transmission and was, in fact, not safe to drive. They have since then had my car for over three months, three times as long as I had it before I took it back to them. They refused to give me any updates at all until I contacted ************** for help. Then they magically had the transmission. That was over a month ago. I still havent gotten my car back. They told the ** rep yesterday that it was ready. I still havent gotten it. I called tonight and was told I should have just taken it to a Chevrolet dealer. And they still refuse to give me my car back.

  • Initial Complaint

    Date:08/10/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 took my car to the service center to diagnose problems related to the speedometer and odometer not working as well as service lights that pertained to the *** system. They diagnosed the issue as stemming from the instrument cluster. I gave permission for this to be replaced as they said that was what was causing the issue. After getting the part in and replacing it, they said that the none of my issues were solved and that they put the old part back in because they were afraid of the new part shorting out. They said the technician needed to perform additional checks on the vehicle to determine the problem. The technician's tests didn't solve anything, so he called technical support. I was told the response from support would take 1 hour. After a day had passed with them still not hearing anything (interacted with them for ~1 week), I determined that I'd be better off taking my vehicle elsewhere, so I told them I was coming to collect it. When I went there, they told me that the new instrument cluster was in the car and denied having ever said the old one was placed back in. They claimed my old cluster had shorted out (not previously said) and that it couldn't be placed back in the car. After waiting for the general manager, he could not answer any of my questions about the nature of the short or the cluster, consistently talked over me, and said I couldn't refuse the bill. They charged me for an additional $850 on top of the original diagnostic to install a part and fix a problem which was not fixed or even correctly diagnosed.Notes: didn't return 5 phone calls they said they would, tried requesting additional car keys and said they'd charge me more to make a spare key before dropping the matter when I asked to speak to the technician, was told the service manager was not going to be in the office for the entire week when requesting him over phone despite him being there when I went, website doesn't reflect actual weekend hours, didn't check *** system

Hubler Ford Franklin is NOT a BBB Accredited Business.

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