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:03/17/2025

  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 bought vehicle from Fremont **** *******, on October 27 2024 drove it for 16 days before the front strut mount broke on the vehicle, sensors were going off, and I noticed other issues underneath truck. Took it to Fremont of ****** they were unable to fix it properly and held the vehicle for 2 months. Upon returning it to me, I drove it 2 miles and took it back. The front end was leaning and all the sensors were still going off as well as shaking in rear end. After getting the vehicle back, around January 5th. I drove it for two days and it started having issues with the motor making noises, over heating and severely shaking going down the road. Took it back to ****** Fremont dealer and had it sent to **** ******* to have the issue fixed. I received the vehicle back into my possession on March 3 2025 and parked it from March 5-9th while I was away on vacation. On march 11, 2025 I drove to ******* Colorado and in the process the motor blew up. Fremont of **** ******* replaced the head gasket prior to delivering it to me on March 3rd and that is what blew less than 800 miles later. I was stuck 7 hours away. **** ******* then told me that they would send a truck down to get the ****** with new truck off their lot and take care of the loan. They said they wanted me to use a truck on their lot bc their techs have gone through their vehicles. But not until Monday the 17th. I paid my own way home, Friday. **** at Fremont agreed that they would pick up the ****** on Monday at the towing company. This morning I contacted **** and told him that I dont want a new truck right now and that they had already agreed to take the truck back but I would like to find something I wanted not just what they have right now. It took my 4 months to find a truck I wanted. He then told me that they were doing this as a courtesy to me and if I dont buy a truck from them, that they wont pick it up. I have owned it since Oct 27 and have driven it less than 22 days and 3000 miles.

  Business Response

  Date: 03/18/2025

  Please see attached. Thank you!

  Complaint Details:
  Name Filed: ******** *****
  Date Filed: 3/17/2025
  Case Number: ********
  
  Ms. ***** bought the 2018 ****** from Fremont **** ******* on 10/24/24. Fremont
  delivered the truck to her home in ****** the same day of purchase.
  Approximately 3 weeks later, Ms. ***** took the truck to ****** *****, stating that
  there was an issue with her suspension. Fremont **** ******* received a call from the
  service department in ****** with information regarding diagnosis of this issue. It was
  diagnosed to be a broken strut, likely due to off-roading, as there was mud caked in the
  suspension and it showed no signs of wear. Fremont **** ******* authorized the work
  on the suspension on behalf of the customer, assuming the expense of the repair, which
  entailed the struts and tie rod ends be replaced.
  At this point, Ms. ***** specifically asked that we communicate with ***** ****** (her
  son), as he would be our point of contact moving forward.
  We arranged to provide a service loaner for Ms. ***** and ***** while the truck was
  being serviced.
  After the work was completed, ****** ***** reached out to the customer to notify
  them of the repair completion. At the time of pickup from the ****** ***** service
  department, the customer stated that she noticed a lean in the front end, stating that
  one side of the front was a couple inches shorter than the other. The customer also
  stated that there was an indicator/warning light on the dash but was unclear as to
  what it was.  After speaking with Ms. *****, the GM at **** ******* contacted the
  service department in ****** and was told that they were not able to duplicate an issue
  regarding the ride height and could not do further diagnosis, as the truck was lifted and
  it could not be adjusted. The service department also advised that the warning light on
  the truck would require service from a ****** dealership as it was specific to ******. At
  this time, it was agreed upon that we would bring the truck to **** ******* to further
  diagnose those concerns and ****** would provide a service loaner until the vehicle
  was returned to the customer.
  Once the truck was brought to **** *******, we were able to determine that the
  indicator light was due to a bad head. We replaced the head and the truck ran fine with
  no indicator lights. The tech was then able to determine that the lean in the front end
  was due to a 2-inch spacer that was not reinstalled when the strut was replaced in
  Casper. We had the spacer mailed from ****** to **** ******* and reinstalled the
  spacer. This fixed the leaning in the front end. While the tech was reinstalling the
  spacer, he noted that the tie rod ends that were supposed to have been replaced were
  not properly replaced by Casper. After contacting ****** about this, they agreed to
  replace the tie rod ends after we finished with our portion of the repairs. The truck was
  then transported back to ****** for those repairs to be completed. It should be noted
  that all of these repairs were completed at no cost to the customer.
  On March 12th, Ms. *****’s son, ***** ******, contacted the GM of **** *******
  stating that the ****** ****** had broken down in *******, Colorado and that he
  wanted to trade the truck in and get something newer, more reliable, as well as
  purchase an extended service contract to more fully protect the investment. Fremont
  **** ******* immediately reached out to Ms. ***** to try to find a suitable
  replacement vehicle for her. She stated that pretty much anything newer would work,
  but she needed her payment to be in the same range.  At this time, we initiated a credit
  application from ***** and Ms. ***** and based on the results of their credit reports,
  we determined the appropriate price range that would keep the payments in her desired
  range. In addition, that same afternoon, we sent her numerous links to trucks that would
  work for her specifications/requests. After sending her info on 6 or 7 trucks, she decided
  that the 2023 **** is the one she wanted to purchase. We then submitted and received
  a bank approval and our finance manager contacted Ms. ***** to go over her
  payments and finance options. We were able to reduce her interest rate from 18% to
  8% and keep her payment closely the same as the original deal. We then contacted our
  internal transportation company to coordinate the transport of the ****** for Monday.
  After agreeing to the deal, Ms. ***** informed us that she had the ****** towed and
  impounded in ******* and that we would have to pay the impound fee to pick up the
  truck.
  To clarify, the terms of the deal agreed to are as follows: Fremont would give her
  $33,000 for her trade in (equivalent to her payoff), reduce her interest rate from 18% to
  8%, keep her payment in the same range ($800-$840), pay for transport of the ******
  ($1500), pay to get the truck out of impound (roughly $200), and include an extended
  service contract in the deal.
  Ms. ***** and ***** set an appointment to come sign paperwork in **** ******* on
  Monday.
  On Monday afternoon, Ms. ***** called to inform us that she wanted to cancel
  everything. We then reached out to ***** to confirm this and he stated that he had no
  idea what she was thinking or why she would do this. After multiple attempts to reach
  back out to Ms. *****, she finally answered the phone and confirmed that she indeed
  wanted to cancel everything. We then attempted to contact ***** again, but he was
  unable to be reached.
  As it sits currently on our end, we are still able to secure a favorable bank approval that
  would work for a wide variety of different vehicles and we are available and capable of
  helping if the customers determine they would like to proceed.

• Initial Complaint

  Date:10/08/2024

  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 have taken multiple vehicles into this dealership to have work performed on. They never do what I’ve asked them to do, they treat you like complete garbage and they don’t put your vehicle back together properly. They also like to tell you that you have a free oil change and then charge you for it after saying it’s free. I tried talking to the GM and he wasn’t helpful at all. Was very rude and then the last time I went in there I wanted to file a complaint against them and when I asked for a number to call or direction on how to do that he told me no and that I need to leave.

  Business Response

  Date: 10/09/2024

   

  On Friday, October 4th, we encountered an incident involving a customer, **** ******, at our service department. When he arrived, he requested immediate assistance for his Ram 2500, which was not scheduled for service. Our staff informed him that we operate on an appointment basis, and unfortunately, this led to an exchange with **** that escalated. Despite our efforts to explain the situation and maintain professionalism, **** became increasingly belligerent and used inappropriate language.
  To ensure the safety and comfort of our employees and other customers, I personally intervened. I explained our service process, and **** agreed to leave his truck for diagnosis. He was informed of the costs involved and left the vehicle with us.

  
  After diagnosing the issue, Kristine, our Service Manager, contacted him with the findings and a quote for repairs. On October 7th, **** chose to purchase the part himself and left the truck overnight for one of our technicians to rekey. Our technician completed the work, and **** was notified. However, upon returning, on October 8th **** became confrontational, expressing frustration about the rekeying, stating that it was done incorrectly. Despite our attempts to clarify the situation, including a technician confirming the rekey was performed correctly and the gentleman who was installing the ignition for him had just not pushed it in far enough, **** continued to yell and use profanity, which was concerning given the presence of other customers. 

  
  As a company, we have a zero-tolerance policy for abusive behavior. Following ****'s disruptive actions, which included yelling in front of families, I had to ask him to leave the premises. After requesting multiple times that he leave the showroom he finally complied. Unfortunately, his behavior prior to leaving prompted me to involve law enforcement to have him permanently trespassed from the premises.
  It is regrettable that this situation escalated to such an extent. We are committed to providing excellent service and maintaining a respectful environment for both our customers and staff. We have documented this incident involving ****, and our decision to trespass him was based on a commitment to uphold a safe and professional atmosphere for everyone.
  

  Sincerely,
  
  Gabe L****
  General Manager
  Fremont Motor Rock Springs