Frequently Asked Questions
How It Works
What's the catch?
There’s no catch. Frank removes all of the annoying things about car shopping that add cost with no value. No expensive brick and mortar, no wasted overhead, and no ridiculous fees.
Who is the Frank subscription for?
Frank is best for those who are looking to get the best possible car for their monthly budget and plan to keep it up to 3 years. Traditional vehicle financing typically requires a large down payment and other upfront fees. There is no down payment with a Frank subscription. The average auto loan now extends to nearly 70 months, resulting in many consumers being underwater on their vehicle and owing more than it is worth. Frank removes the burden of ownership with a simpler and cheaper way to get a car.
Which types of vehicles does Frank offer?
Sedans, SUVs, Crossovers, Pickups and Minivans.
Where is the Frank subscription available?
Pennsylvania, Delaware, New Jersey and Florida. Additional states coming soon.
Are vehicles new or used?
All Frank vehicles are brand new when we acquire them and are offered for subscription to our customers in the same condition in which we received them (i.e. “new to you”). You are the first customer to drive it.
Is there a down payment?
There is no traditional down payment or cap cost reduction.
What is included in my monthly payment?
The listed monthly subscription price includes free Home Delivery within 50 miles of the major airport of the markets we currently serve, registration, and annual inspections. It excludes insurance, monthly maintenance, and standard taxes & fees which are added once you checkout. Taxes vary based on location. Insurance varies based on your driving record, location and a few other factors. Most will see insurance savings as well. The monthly maintenance charge covers all scheduled preventative maintenance. When those events occur, all you have to do is drop off the vehicle.
What if I change my mind after I subscribe?
You can cancel your subscription for a full refund within 24 hours of confirming your subscription, as long as your delivery time is not within 24 hours. If you cancel after 24 hours from confirming your subscription, or within 24 hours of your delivery time, no refund will be given and you will forfeit your first month subscription payment including tax and insurance.
Can I return my car early or switch cars?
You can return your car anytime with 30 days’ notice. A restocking fee of $495 will apply. That fee is waived if you keep your car for the maximum period of up to 3 years.
If you would like to switch cars, the Restocking fee will apply and the $1500 Vehicle Activation payment on the next subscription cannot be waived. But please note that if you desire to frequently switch cars, there are better options for you than Frank. If you just want to refresh your car every 3 years, there is zero additional cost.
Can I select specific options and customize the vehicle?
No, but that’s part of how we save you money. Frank only offers the most popular models in the highest demand colors and configurations. No base models. All models come in a mid-level trim package. Sorry, no yellow cars, no suede headliners and certainly no spoilers!
How long can I keep the car?
Up to 3 years.
How many miles can I drive?
You can select mile allocations of 833, 1,000 and 1,250 per month. The price will vary based on the number of miles selected.
What if I go over the mile allocation?
You’ll be charged $0.25 per mile to cover the depreciation incurred from those additional miles. You can also prepay additional mileage packages if you find you are driving more than anticipated.
Are unused miles rolled over to the next month?
Yes.
How do I receive my car?
As long as you live within 50 miles of the major airport in the markets we serve, your car will be delivered to your home at no charge. If you live outside of that zone, we can deliver the car to you for an additional charge.
Can I select specific options and customize the vehicle?
No, but that’s part of how we save you money. Frank only offers the most popular models in the highest demand colors and configurations. No base models. All models come in a mid-level trim package. Sorry, no yellow cars, no suede headliners and certainly no spoilers!
Payment, Terms and Eligibility
Do I need to get the car registered?
No, all cars are registered to Frank so you don’t have to deal with it!
Why do you need my license?
Frank validates identity and eligibility based on a Motor Vehicle Record (MVR) that is run using your driver’s license information.
Do you run my credit?
Frank will run a soft credit check but it will not impact your credit score.
What are the eligibility requirements?
Customers must be 25 years of age with no DUIs, DWIs or reckless driving citations, with a minimum credit score of 700.
Can others drive the car?
Yes, anyone who lives in your household who also meets the eligibility requirements can drive the car. But you are required to add additional drivers during the signup process. There is a one-time processing fee of $25 per additional driver.
Will the monthly subscription price be affected by my credit score?
For all customers who pass the soft credit assessment, the monthly price will not be affected.
What if I change my mind and don’t want the car?
You can cancel your order within 24 hours of placement, as long as your delivery window is not within that time.
When is my first payment due?
You first payment is due when you place your order. All future payments are automatically charged on the same day of the month as your first payment. In the event your payment date falls on a holiday or a weekend, your payment may be charged a day or two ahead of time.
What forms of payment do you accept?
All payments are made via ACH through a checking or savings account.
Can I change my payment method?
Yes, it can be updated in your online account.
Insurance, Accidents and Damage
How does insurance work?
Coverage is included in your monthly payment but is priced based on your driving record, soft credit, garaging location and the car you select. The policy offers full coverage with limits of $50,000/$100,000/$50,000 and a $1,000 deductible. You can find insurance specifics in the Terms and Conditions.
Can I add this car to my current insurance policy?
No. To ensure that you are protected and covered, and because you’re not required to register the vehicle in your name, customers receive insurance coverage through Frank’s master insurance policy. Your existing auto insurance policy is not needed for coverage on your subscribed vehicle. Because of this structure, your current insurance company may not even be able to insure your Frank subscribed vehicle.
What happens if my vehicle is in an accident?
If you find yourself in an accident, the first thing you should do is call 911. Once you’re safe, be sure to call us. Take pictures of any damage and of the scene of the accident.
What happens if my vehicle is damaged or has wear and tear?
You are responsible for your vehicle and ensuring it remains in great condition. If a vehicle is returned with damage or excess wear and tear, you will be charged. Please reference the following page to learn more about normal versus excess wear and tear: https://www.franksubscription.com/wear-and-tear
What happens if my vehicle is stolen?
Please contact us immediately after you report the vehicle stolen. We will provide you with a loaner vehicle until yours is located or replaced.
Is my car under warranty?
Yes, all cars include free factory warranty. If your car has an issue, we can help you schedule an appointment with one of our authorized service and repair partners.
What happens if I get a ticket or toll?
You are responsible for any tickets and/or tolls received while the vehicle in your possession. If the ticket/toll is not paid, you will be billed for the ticket/toll plus a $7.95 processing fee.
What happens if my vehicle is towed?
You are responsible for paying any fines and retrieving the vehicle.
Miscellaneous
Is maintenance included?
Yes, scheduled maintenance is included in your total monthly payment.
How do I schedule maintenance?
You will be notified when routine maintenance is due, either by Frank or via an in-car notification. You can schedule the routine maintenance appointment at a local authorized partner.
Can I eventually buy the car?
Yes, you can!
Can I leave the country with my vehicle?
No.
Is Frank selling new vehicles?
No, Frank purchases brand-new vehicles for our fleet and allows you access to that vehicle through a subscription. As Frank is not a franchise dealer, we do not have the ability to sell or lease new vehicles.
Can I smoke in the vehicle?
No. The scent of smoke reduces the value of the car which means we ultimately will have to raise our pricing which hurts everyone. Please be nice and don’t smoke or you will be charged a cleaning fee.
Can my dog ride in the vehicle?
Yes, pets are allowed in the vehicles, but they must be in a carrier. Plus, it’s safer.
Can I tint the windows or alter the car in any way?
No, sorry. We’re happy with the current level of window tint and it needs to stay that way.
Is Roadside Assistance included?
Most cars automatically come with standard roadside assistance includes towing, battery jump start, flat tire change or inflation, gas delivery (varies by make) and lock-out service. Roadside assistance is available 24/7.
Do you accept trade-ins or purchase customer vehicles?
While we don’t buy cars from our customers, we have partners who are interested in buying your car. We will facilitate that process for you so make selling your current vehicle a seamless process. Contact us to learn more.