Complaints

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.

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Purchased a 2006 ****** Tribeca after being told it belonged to one of their friends, and assured me it was well maintained. As a dealership, I believed them, ans they anssured me it was a great well maintained vehicle. I was pressured to buy it since there were several others interested, so I needed to act quickly they said. I expressed to them the needed something safe/reliable I wouldnt have to put a lot of money into. Im a senior in a budget, and they assured me they knew the car and it would be great/reliable for me. Driving it home it was so hard to keep on the road, and the transmission was acting up. Turns out after taking it to repair shop, its undrivable due to the extensive repairs it will need to be safe. ******* worth, on top of the 300 already put into it. Ive been unable to drive it since I purchased it. When I called to tell them, they simply said theres was nothing they could do.

  

  Business Response

  Date: 07/01/2025

  *******,

  We can feel your frustrations and I hope you are able to get your situation handled with your Subaru.  However, please double check the name of the dealership and location you purchased it from.  We do not sell standard vehicles.  We manufacture and sell wheelchair accessible vehicles in ************, ***  Feel free to find us at ****************************************************!  We are aware of other Freedom Motors dealerships that  sell standard used vehicles throughout the nation, however we are not affiliated with them in any way.

  We would kindly request that you rescind this BBB complaint and file a complaint against the company who is truly responsible.

  Thank you!

   

• Initial Complaint

  Date:01/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 2019 Chrysler Pacifica wheel chair van from Freedom Motors. My insurance started Dec 13th, with delivery on 19 Dec ******* delivery the sliding door and ramp didn't work and there was *** ***** inside. the service **** at Freedom sent me to my local ******** dealership and an auto body shop to repair the door. It still didnt work.Jan 4t, 2025 they hired a company to pick up the van and take it to a ***** repair shop in *******, **.. I asked for a rental and was told it was only available if I had driven the van to ******* and now a rental was not available because they had to ship the van.Per the service manager in *******, ***** had put out a service bulletin about the Pacifica door, that they new of a problem, a solution was found and parts were ********* of today, the part has shipped but has not been received. Upon receipt, the service department is ready installed the part and ready for freedom Motors to return the van to **** have asked for a rental, I have asked for service to be made current while in *******. Freedom Motors said some maintenance has been done in September, but the CARfax report says they didnt get the vehicle until the end of October. I have requested the know service history and have had no response.the noise in the van was a safety feature of the transfer seat that Freedom motors didnt know how it worked. Buffalo explained haw the seat worked and the alarm that was going off.Freedom motors, **** **** me Chrysler van doors had no safety feature and was supposed to close on the opener...wrong again.Freedom Motors knowing sold me and shipped a vehicle to me that have severe safety issues with the door, ramp and driver's seat. They made up answers to satisfy me and keep me quiet, then took my van for repairs. Ignoring the known safety issues and repairs needed and offering me no compensation.

  

  Business Response

  Date: 01/30/2025

  We have been in contact with ***** to go over her options.  We are working through the details of this unfortunate situation.  Our reply to ***** is as follows:

  Hi *****,
  
  
  After some internal discussions, I think that we are to the point of being able to offer you a couple of options regarding the ***** side entry that you purchased.
  
  
  1. We have the van shipped back to you for use until the part is no longer on backorder and ***** can fulfill the request by *************. Once the part is available, you will need to schedule an appointment and handle driving it there yourself. 
  
  
  2. We buy the vehicle back from you in order to free you up for purchasing another one. I would refund the $20,000 that you put down and then pay off the loan through *******
  
  
  Please understand that the door was operating without issue prior to transport. We feel terrible that it malfunctioned immediately after delivery, however, ***** has openly admitted to their servicing dealers, which we are not, that the part is defective and has led them to developing a new model. Unfortunately that process has been slow and is not something that we have control over. We went above and beyond offering you two options, (1) a rental if, and only if, you made the drive to Mobility Works or (2) arranging a transporter. You ultimately decided to select transport. 
  
  
  Take a moment to consider both options and let us know which one is best for you.

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  09/09/2024 Purchased a Chrysler Pacifica Touring L for non emergency medical transport business in **. We were assured that it met all *** requirements for CT. It did not and can not be fixed for CT's standards. No response from the company, except that they will get back to us. Also they knew when they sold the vehicle that the battery goes dead every couple of days

  

  Business Response

  Date: 11/08/2024

  ******,

  We are truly sorry that you and your son had to experience this rejection by your local CT inspector. We spoke with ******, the inspector and were confident we could find a transmission interlock which would meet their requirements.  We have never heard of this from all of the thousands of vehicles we have delivered to ***********, however understand that it is a reality for you and we want to make it right.  After several calls and many hours of research with industry counterparts, we have been unable to find the correct fix to have performed at a local service center to get your vehicle out in service as originally intended.

  Freedom Motors is committed to standing behind our product and agree that the right thing for us to do, would be to purchase this vehicle back with a full refund.  We have reached out to *******, and he was happy to hear the news.  We will be working on the next steps to get a refund processed and fight to get any taxes paid to the state returned as well.

  We hope this resolution allows you and ******* to put this behind you.

  Customer Answer

  Date: 11/13/2024

   
  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.  Your attention to this matter is greatly appreciated and hopefully we can resolve this in a timely manner.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:10/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:03/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  *********************