Complaints

This profile includes complaints for A Better Way Wholesale Autos, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  A Better Way Wholesale Autos, Inc.

  49 Raytkwich Rd Naugatuck, CT 06770-2223

• 

  A Better Way Wholesale Autos, Inc.

  423 Rubber Ave Naugatuck, CT 06770-3715

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:05/22/2024

  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 was sold a van in which 1 week later the transmission blew. And that's with babying the transmission and gentle driving. As I had a feeling something felt wrong. Harsh shifting at first that led to total failure, needing a tow back to the dealer in which it was purchased. I am now unable to reach the general manager to file a complaint. I receive nothing but attitude over the phone. I keep getting told I will get a call back when they get to my van, they have had it back in their possession now for three full days and still no updates on the vehicle other than being asked if I got stuck in mud. What that has to do with my issue is beyond me. I am told no one is available to take your complaint. I keep getting transferred to different employees who all tell me the same thing. "What do you want us to do?" They have not once addressed me as a human, apologized for the events that have occured, in fact I cannot reach neither the salesman that sold me the vehicle nor can I reach the manager himself. The direct number they gave me for the manager (TJ) is the normal business phone number directory. I am told every day that I call, TJ will call you as soon as hes done with his customers. Me being one of them. I do not receive a call. I call at the end of the day an hour before they close and they tell me TJ has gone home for the day. I spent $14,000 with them one week ago and I cannot even get an update on my vehicle or talk to someone in charge. All the reps have an attitude with me now, which is in line with the rest of their ****** reviews. I am not the only one who is having these exact same issues, all of the reviews are the same. And they are countered by the employees setting up fake profiles and posting 5 star reviews for their own company to keep their ratings up. For every one star review and complaint they post a few 5 stars that are VERY obviously fake. This business and experience has to top the worst of them and I truly hope you look into it.

  Business Response

  Date: 06/05/2024

  We received the complaint filed by ****** ******* and we have found the following:

  Mr. ******* purchased a 2014 **** Van on 5/10/24.  Because the van is 10 years old, it was sold AS-IS.  On 5/19/24, the van was towed in with transmission concerns.  Since then, Mr. ******* has been in frequent contact with his Service Representative and TJ has also spoken with Mr. ******* before ABW received this complaint. 

  We feel the need to respond to *** ********* comments related to ABW's, "VERY obviously fake" positive reviews: ABW sells hundreds of vehicles every month, totaling several thousand vehicles per year, including roughly 1/3 of such business due to repeat and referral business.  Those thousands of happy customers per year often leave 5-star reviews for us.  ABW does not have interest in sourcing "fake" reviews.  The industry is full of such Review Sellers and while many dealers may participate in such activities, ABW has never done so. Frankly, ABW has no interest or need to.  When a problem does arise, it is typically with an older vehicle such as this 10 year old van, and regardless of the vehicle being sold AS-IS or not, ABW has consistently demonstrated its willingness to help.

  The reason Mr. ******* was asked if he got stuck in mud was to help diagnose the problem.  The rear wheel wells were plastered with mud and the transmission fluid was overheated until it expanded and escaped through the overflow.  Ultimately, the vehicle's transmission was diagnosed as needing a replacement, which work is currently underway. Mr. ******* has been kept informed along the way and we anticipate his vehicle being returned to him soon.

  Customer Answer

  Date: 06/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I was not kept in touch with nor will I accept the claims that they kept me informed all along the way. Not once was a call made to me, I had to call them. In which case I was met with nothing but attitude from the women working customer service or sales. 

  When I dropped them the keys the Sunday the van broke down, my concerns were hardly addressed. Instead the salesman proceeded to tell me how beautiful my significant other and my relatives were who were with me. Absolutely inappropriate behavior towards any customer, but certainly one who is returning with a broken down vehicle. The transmission was over filled as was the engine oil. Along with a loose tool found just bouncing around the engine bay... No I do not accept their response nor do I think the state of *********** should. There's a reason why they are being sued...

   

  As for the mud... It's a front wheel drive vehicle, so mud being caked on the rear wheels and wheel well is completely irrelevant. Especially considering the lot at ABW is a dirt lot and it did rain the night after I dropped the van off. Regardless. In the short time I had the van, aside from where I broke down and pulled off the highway, I drove to Van to some estimates as it is a business vehicle I purchased for my newly launched business. That being said some of those jobs were new construction with driveways that were unfinished. Not once did I get stuck however and if I did, I'd have no problem admitting it. 

   

  This van was babies from the day I took possession, and in the short time I drove it, it bucked from 1st gear to 2nd gear almost every time. But all other shifts were fairly smooth and normal. 

   

  Upon checking the engine oil, realizing it was way overfilled, I called the salesman Paul. He asked me, with less than a customer service attitude ... "What do you want me to do about it", and "it's not that big of a deal if the oil is overfilled" 

   

  Which led me to believe, and even mention it to my partner, that they probably overfilled the transmission fluid too. Little did I know, that was exactly the case. 

  This experience, customer service, and management of the incident has been by far the worst. I will say that now they are at least speaking to me with respect as they should. They will also be issuing a new thirty day temporary tag, as the current temps have expired. I drove the car for a week, and it's been out of my possession now for the last three weeks. Today is June 6th. I appreciate it but I believe it is the least they could do. 

  I have lost so much time and have been incredibly inconvenienced as I said I bought this Van for work, and have been in desperate need of it which is why I bought it in the first place. I am now lugging around hundreds of lbs of tools in my car, and it looks for lack of better words very unprofessional... Thank God I paid an additional 2k dollars for their warranty. I would be screwed had I not. And I feel bad for all the people who are unsuspected, not mechanically inclined to know the difference or connect the dots. I feel for all the ones who got sold a lemon. I have owned nothing but older cars...in fact my current car is a 2007 with almost 200,000 miles. And I keep up on the maintenance myself. I have never had a vehicle break down and leave me stranded in my life. And right now in my life is when I needed that van the most. Not asking for my feet to be kissed here. Just some decency and consideration for what I have been through. 

   

  Thank you ABW. For proving to me there is a better way, but it's unfortunately shopping elsewhere. 

  Cheers. Don't let the door hit you on the way out. Clocking out an hour before your shifts end 

  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 06/21/2024

  I have since found an extensive amount of mold after smelling it for sometime now. This has not grown overnight. And the overwhelming air freshener smell when I first bought the car but not an air freshener in sight, leads me to believe they knew about this and tried to hide it for the sale of the vehicle. What an absolute nightmare and health hazard to say the least. Ive been breathing this in since the first day with the van from a better way wholesale Auto. 

   

   

• Initial Complaint

  Date:04/08/2024

  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.

  Inpurchased a 2017 ****** *** * in late Aug 22 as I asked the salesman to fix certain things he would (pre collision sensor lane departure sensor ) change breaks rotors tires they changed 1 tire and in the process the damaged the tire sensor which he assured me would go away after driving 50mile after calling service and leaving voicemails which none returned calls or answered for the precollision sensor malfunction lane departure malfunction which I asked to be fixed (all they did was reset it ) plus the tire sensor which I got tired of cause no one called back or picked up for service I paid out of pocket for which my mechanic stated they didn’t installed it wrong and was broken but I kept driving as I have kids to take to school and work Fast forward car is Jerking can’t get a appointment with these guys again after a week calling I get through they made me appointment for March 12 no one called to confirm or anything at the time I couldn’t make it due to a personal issue I tried calling back to no avail (I also purchased extended warranty) so I get through one day to sales as I’m talking to sales I believe the female I spoke to was Jen she stated to me that the tire pressure sensor they don’t fix I said ok what about the pre collision and lane departure she looked up my file and stated yea that was a issue with this vehicle and I stated to her my vehicle is jerking I had to use the extended warranty at another shop and they determined the transmission is bad she then told me so why you calling here if you got a shop so she puts me on a brief hold a male picks up says he’s trying to help me he stated if I have extended warranty take it to my own shop because there’s only one guy that works service I asked what happens to the woman I was speaking to he stated her house on fire she had to leave so going on and on he stated to me he would leave a note for service to call no call I continued with my shop with the transmission work which I had to pay $600 for gaskets fluids etc after install found out transmission they sent me was no good so now has to be taken out and reinstalled when they send another new used transmission but the lane depart and pre collision is still on and disabled my 4 wheel drive and traction control which is a safety concern also I did not buy the vehicle as is I have paperwork stating that I traded my vehicle they gave me $500 and I out $2000 so $2500 down to deal with this nonsense

  Business Response

  Date: 04/22/2024

  We have received Mr. ******** statement of the problem he has experienced with a ****** he purchased in August 2022. Records indicate Mr. ****** purchased the car a year later than he stated, in August 2023.  The vehicle was then 6 years old with over 100,000 miles and it was sold with a 60 day/3,000 mile warranty. 

  The next time Mr. ****** called ABW, per ABW's phone records as well as Mr. ******** statement, was seven months and approximately 15,000 miles later, during early March 2024. Mr. ****** called and set an appointment for March 12. However, as he explained in his statement, he did not keep that appointment. Instead, Mr. ****** had the repairs made by another shop, using the service contract he purchased with the vehicle.  The shop replaced the transmission, however the replacement transmission installed by his shop was faulty and another replacement was required.  ABW was not party to those repairs and therefore cannot provide any information related to them, however Mr. ******** Statement suggests the second replacement is in process.  ABW has attempted to reach Mr. ****** to verify that the replacement is on-track.

  Mr. ****** also referred to a pre-collision feature that is not working properly. Although the vehicle's 60 day / 3,000 mile warranty has been expired for several months, ABW would be happy to help Mr. ****** any way we can.  We encourage him to reach TJ, ABW's General Manager, at ###-###-#### to coordinate a time to discuss the problem.  If email is more convenient, TJ can be reached at ***************.

   

  Customer Answer

  Date: 04/23/2024

  
  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:04/05/2024

  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 brought a car like a year ago with A Better Way wholesale Auto in ** ********* ** ********** ** ***** with a warranty with *********** ******** *** (###-###-####) for 3 years (that they push me to buy it). The car have a mechanical problem with the timing chain and the dealer want me to pay for the repair and they said that the warranty company doesn’t want to pay for it. I call the warranty company and they said the dealer didn’t called for make a claim. And I was calling back and forward between the dealer and the warranty company with out any solution. I don’t know what else do. I need help with this issue.

  Business Response

  Date: 04/18/2024

  I have read Mr. ******* complaint and I researched the transaction.

  A little over a year ago Mr. ***** purchased a 2008 ***** *****.  Being 15 years old with a high odometer reading, the vehicle was sold AS-IS.  Mr. ***** also purchased a 3 year warranty. 

  Mr. ******* complaint refers to a mechanical problem with the vehicle's timing chain, however his vehicle does not have a timing chain.  Instead, it is equipped with a timing belt, which ***** considers a maintenance item.  Service Contracts do not cover maintenance-related items.  This information has been provided to Mr. *****, and he has expressed that he feels ABW should pay for the replacement of the belt.  ABW obviously cannot pay for the ongoing maintenance of the vehicles it sells, however it would be willing to do the work for $900 (ABW's internal cost), which is approximately half of what a ***** dealer or other qualified shop is likely to charge.  This work would include the replacement of the vehicle's water pump, as well as the timing belt tensioners and idler pulleys, as ***** suggests replacing them at the same time to save redundant labor charges (the components are located in the same area and both require removal of the same components for access).

  As we have already expressed to Mr. *****, it is important that he address the matter immediately.  If he neglects this maintenance item, he will almost certainly cause engine damage sometime in the near future (which will not be covered by his warranty due to maintenance neglect).

  If he would like ABW to perform the work, he should reach TJ C***** at ABW, who will schedule the work ASAP.  If he elects to have the work done by others, ABW suggests having the vehicle towed to the shop of his choice to avoid the chance of damaging the vehicle's engine.

   

• Initial Complaint

  Date:03/26/2024

  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 bought a new car at this dealership when I got it it needed oil change, brakes and rotors done, there was a leak in front passenger door, headlight problem and 5 recalls. I took car back to dealership a week after and they kept my car for a week had to pay for a rental. After picking up car nothing was resolved and car was making noise it wasnt making before. My car is currently at the ***** dealership and they are fixing everything for $900 that’s coming out of my pocket. Also I was told is illegal to sell a car with so many recalls. ***** wouldn’t be allowed to sell cars in that condition. The car only has 33k and I’m paying over $30k so I should not be sold a car in that condition for the amount I’m paying. Please help!!

  Business Response

  Date: 04/08/2024

  We have made multiple attempts to reach Ms. ******* to discuss the matter.  We encourage her to please reach TJ C*****, our General Manager, who has left two voicemail messages. He will be happy to help.  We acknowledge her frustration regarding recalls as most of these items can only be addressed by franchise dealers, which are slow to react.  Ms. ******* may recall signing a document advising her about potential recalls how to resolve them.  ABW is always willing to coordinate bringing the vehicle to a franchise store on behalf of a customer, as the franchise store is compelled (and far more likely) to make the repair for a registered owner in a timely manner.  

  Customer Answer

  Date: 04/08/2024

  I have called a better way auto and they gave me an appointment to bring the car in for the door. I still have to pay once again for a car rental when I drop the car off once again and who knows for how long. 

  Customer Answer

  Date: 04/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I have called the business and all i got was an appt so I will call again and speak to the general manager. I still will come out of pocket once again when I drop my car off for the second time within a month because I have to get a rental. I already got a rental twice and it’s becoming very inconvenient for us. This was the reason we purchased a new car to avoid car problems so yes very frustrating. 
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/04/2024

  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 purchased an 2017 **** ** from this business on 12/31/23 and I had to return it for service on 1/31 because the engine was bad. They replaced the engine took approx 3 weeks . When I picked up my vehicle I asked them to provide the warranty and information regarding the replacement engine. I was told it would be emailed to me to I have contacted them on three different occasions asking for this information. A month later still nothing no call, no email, no follow up. Shady business practices are happening and this is not what I paid over 19,000 for.

  Business Response

  Date: 03/18/2024

  This matter has been resolved by re-mailing the information. The information requested has been mailed to the address on file (same address as provided to BBB) multiple times. Please note Ms. ********* also signed the Work Order containing the warranty information when the vehicle was released.

  The engine information is:  ********* 1U-ENGINE ASSEMBLY  * *********; VIN# *****************; PO#******; 2.0L,52K,W TURBO; Requested: **** Q3 17-18, (engine ID CCTA, gasoline); ********* ********* *********    The engine came with a 6 month / 3,000 mile warranty.

  Note that ABW paid $4,250.00 for the engine alone and did not charge Ms. ********* for what would have been a repair totaling over $12,000.  

  Customer Answer

  Date: 03/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: I do not like how they acted as if they re-mailed it to me because they never sent it in the first place. Also they would be no reason why I’ll be paying $12,000 for a repair. I don’t even know why they mentioned that because it was under warranty and they’re the ones that sold me a lemon. I also have not received how many miles are on the engine even though I’ve requested that so yes, they provided half the information but unfortunately it was Incomplete just like their customer service.
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 04/01/2024

  We received Ms. Pendelton's remarks and therefore urge Ms. ********* to carefully read the following information for the donor vehicle, which I copied from our last correspondence:

  ********* 1U-ENGINE ASSEMBLY  * *********;

  VIN# *****************;

  PO#******;
  

  2.0L,
  

  52K,
  

  W TURBO;
  

  Requested: **** Q3 17-18, (engine ID CCTA, gasoline);
  

  Q:891191; W:208057; D:383978.

  
  The VIN# *****************, the odometer of 52K and the 6 month / 3,000 mile warranty were highlighted on her Repair Order.  This information has also been mailed multiple times and recently sent through the BBB.

• Initial Complaint

  Date:02/26/2024

  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.

  I bought a used car from this dealership in 3/23. Upon inspection of the vehicle prior to me receiving it, they discovered a oil leak and said they would fix it as required by law without any additional costs to me. They had the car for about a month repairing the oil leak. After having the car for a little while I noticed it was still leaking oil. I brought it back and they checked but were unable to locate the leak. It wasn't a big leak at the time and I kept checking it and adding oil as needed. Several months later the oil leak was so severe that I was unable to drive the car. I was unable to pay for towing, so my car sat in my driveway for a few months. When I was able to get it towed I contacted the dealer and scheduled an appointment for them to look at it on 12/21/23. They informed me that they found the problem along with a short causing the battery to be dead along with the check engine light on. I disputed the charges for the oil leak because it was supposed to have been fixed when I bought the car. They deducted some money from the bill and said it would be a little over $1700. Including tax to repair. Not knowing what else to do, I told them to fix it. When I told them I couldn't pay for it all at once they agreed to let me make payments and said they would charge me storage fees on top of it. I don't feel that I should have to pay for the oil leak repair as it was supposed to have been fixed when I agreed to purchase the car. Since then, I've been without a car for several months. Paying for rides and walking while I'm disabled. I feel that in fair compensation for my inconvenience and excessive stress, that I shouldn't have to pay for anything. I contacted them a few times asking how much the bill is and they refuse to tell me. I filed a complaint with the ******** ******* and they never responded to them. I don't have the money to pay for a civil lawsuit. Please investigate and help me if you can. Thank you.

  Business Response

  Date: 02/27/2024

  I have reviewed the complaint filed by Mr. *******.  I have also researched the transaction and the vehicle’s Service History.  I found the following:
  
  While preparing the vehicle for sale, ABW replaced all pads and rotors, replaced the front crank seal, replaced valve cover gaskets, oil filter housing gaskets, valley pan gasket, intake manifold gaskets, resealed oil pan, bled coolant system, bled power steering, replaced drive belt, recharged ac, recalibrated steering angle sensor, resealed the rear convertible top glass and more.  The vehicle passed a ***** ** *********** ********* ********** February 14th 2023 and Safety Inspection February 18th 2023.  
  
  In March of 2023, Mr. ******* purchased the 2007 **** with over 100,000 miles for $9,995.  Due to the vehicle being 15 years old with an odometer reading over 100,000 miles, the vehicle was sold As-Is.
  
  On June 16th 2023, Mr. ******* brought the vehicle to ABW’s Service Department.  He expressed regret for declining the purchase of a Service Contract for his 15 year old German vehicle and asked that ABW look at it.  Under ABW’s established Good Will Policy it agreed to look at his concerns. Mr. ******* expressed that he suspected an oil leak, that the A/C was not blowing cold, that the car made noise at idle, the check engine light was on, and the front bumper did not sit flush with the fender.  ABW’s Master Technician suspected that Mr. ******* was likely smelling residual oil burning off from the repairs made prior to his purchase as he could not locate an active leak.  He cleaned the engine bay of all oil residue and added ultraviolet dye to the engine oil.  Mr. ******* was asked to drive the vehicle for a few days and return so the vehicle could be checked for any leaks.  The A/C blew cold air when the A/C button on the center console was turned on.  Normal refrigerant pressures of 30PSI low and 175PSI high were noted. The noise complaint was corrected by re-aligning engine air intake parts.  The check engine light was diagnosed to be related to a solenoid located in a position which required the front of the vehicle to be disassembled.  This work was declined. The cosmetic imperfection of the bumper cover was not addressed.  Under ABW Good Will Policy,  ABW waived the charge for diagnosis.  Additionally, it did not charge labor for the time searching for a leak, cleaning the engine bay, dying the motor oil, or confirming that the A/C was operating as designed.  Furthermore, it also replaced the hood latch free of charge and the vehicle was returned to Mr. *******.
  
  Unfortunately. Mr. ******* did not return in a few days, as agreed, to confirm the oil smell was resolved.  Instead, December 21st 2023, Mr. ******* returned with new complaints diagnosed as a failed oil cooler, a dead battery caused by a security alarm, and a low beam headlight which worked as designed during the visit.  Mr. ******* was most concerned with getting the oil cooler replaced and requested that ABW “work with him,” which it did by reducing the charge from $1,623.20 to $1,067.02.  Mr. ******* approved the replacement of the oil cooler but declined any other work. 
  
  The oil cooler was replaced; however Mr. ******* has not picked up the vehicle, stating that he will not have the funds to pay for the repairs for another few weeks.
  
  Mr. ******* purchased a 15-year-old, high mile ****, As-Is.  When offered a Service Contract which would cover inevitable repairs such as this, he declined, verbally and in writing.  Even though ABW had no obligation to make repairs after he took delivery, and clearly has no obligation months after purchase, ABW performed multiple repairs to this older vehicle, free of charge, all under ABW’s Good Will Policy.  Furthermore, ABW offered to reduce the charge for the work now needed by 35%, which Mr. ******* agreed to, but regrettably did not follow through with.  We have made efforts to reach him and would encourage Mr. ******* to call TJ, our General Manager, to work toward resolving this matter.  If time is needed to pay for the repair, I’m sure we can reach an agreement which gets the **** back on the road ASAP.  Alternatively, Mr. ******* may wish to consider a newer, more reliable model vehicle that is likely to require less work.  Either way, we remain eager to work with Mr. ******* to resolve the matter.

   

• Initial Complaint

  Date:02/20/2024

  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.

  The day after Christmas I purchased my car from this company. On January 22 I brought my car back to them because there were a few things going on. The major problem was that my four-wheel-drive did not engage. I didn’t realize the four-wheel-drive didn’t work until we got snow on the ground. So I called the dealership and let them know they told me to bring the car in. I brought the car in and explain to them what was going on I asked the lady in the front I was going to have to pay for anything and she said no, you just bought the car. Taking my car they told me that they had to call the warranty company to see if they would warranty the particular part that was broken. The part that is broken is the four-wheel-drive coupler, it says no warranty book that couplers are warranty. I waited until I got a notification from the dealership and they told me that it’s going to cost me $1349 plus tax because the warranty company is not gonna warranty the part. I called the warranty company myself, and they explained to me that they did not tell them that they wouldn’t warranty the part. They told them they would have to check the part to make sure that they are going to warranty the part, but if the part was broken before I got the car there not going to fix it. The company who sold me the car is, proving that it was broken beforehand, how am I going to prove that it was broken before I got the car. I just would really like my four-wheel-drive to work and I don’t feel like I’m responsible for fixing it. Please help me at least get an understanding of what exactly I can do!

  Business Response

  Date: 03/04/2024

  In December of 2023, Ms. ****** purchased a 2015 ***. The vehicle was sold AS-IS, due to its age and odometer reading.  A month later, Ms. ****** brought the vehicle to ABW with complaints regarding the 4wd system.  Ms. ****** purchased a Service Agreement with the ***. Unfortunately, Ms. ****** told the warranty company that the problem existed day one, although as her complaint laid out, the problem presented itself well after delivery. The warranty company denied the claim.

  ABW, however, under its AS-IS Good-Will Policy, agreed to making the repair, free of charge.  Phone records show several attempts to reach Ms. ****** to gain approval to make the repair and text records show a reminder that ABW needed authorization to make the repair was sent 2/12/24 at 2:44pm.  These calls and text were unanswered until TJ, ABW's General Manager, recently called Ms. ****** several times, back-to-back, until she finally did answer the phone. She gave ABW authorization to make the repair, however she picked the vehicle up and plans to coordinate a convenient time to leave the vehicle for repairs.

   

   

• Initial Complaint

  Date:02/13/2024

  Type:Product 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.

  On November 18th, 2023 I purchased a 2014 ************* *** *** from A Better Way Wholesale Auto in ********** **. Prior to purchasing, I had exchanges with a salesperson (Jeri), who stated that the vehicle would be getting fixed and serviced prior to me taking the vehicle home. I was assured by him and his manager (Tom (I believe)) that the vehicle would go through all required safety checks and inspections and be safe and road-ready upon an agreed-upon pick-up date stated above. Their main clause was that "AS IS" only adhered to "cosmetic defects" and that all other issues with the vehicle would be fixed. I took the vehicle home that day (+1hr drive). After bringing it home I felt the vehicle start to shake vigorously at speeds exceeding 43+ MPH. I took the vehicle to ************* of ************ **, for a complete vehicle check-up on January 2, 2024. The following day, I received a call from an advisor who stated the vehicle had +$9,500 worth of repairs needed and the state the vehicle was in was not safe and road-ready, nor would it pass inspection for numerous reasons. I then called ABW to schedule multiple mandatory repairs. They scheduled a date of December 19th. The vehicle was dropped off at ABW on December 19th with a list of items needing fixing. The car had not exceeded 3,000 miles, nor the 60 day mark and I put down $6000. I stated these facts to their manager and he states all he can do is “fix the car” The date is now Monday, February 12 2024, and I still do not have my car. I was told they “don’t know why it keeps pulling hard to the right”. I have now been without proper transportation for almost 30 days, with a full-time job I go to 3x a week, a clinic site I go to 2x a week for school, a PCA job that requires I have transportation every day and other various situations where a mode of transportation is necessary. I was never offered any honest resolution. I was lied to and put in a broken car for much more than the agreed upon price.

  Business Response

  Date: 02/27/2024

  I have read the complaint filed by Ms. **** and although the sale file and service records are not consistent with many of the details provided in the complaint, we can provide the following information:

  The 2014 ******** was purchased November 14th, 2023.  As the vehicle was 10 years old with a high odometer reading, it was sold AS-IS.

  Two months later, Ms. **** brought the vehicle to ABW for service.  ABW addressed the concerns noted, including a very strong pull to the right and a strong shimmy at highway speeds.  The inspection found recent damage to a wheel and suspension components which was causing excessive tire wear.  The repairs made included replacing a coolant overflow line, replacing an O2 sensor, replacing the battery, resetting of ride-height, retorquing of struts, retorquing of control arms, relocating front plate mount from trunk to front bumper, replacement of camber alignment bolts, and re-initializing the driver power window.  The work was completed February 13th and Ms. **** picked the vehicle up February 20th.  Ms. **** was not charged for these repairs.

  If Ms. **** has any further concerns, she is welcome to reach TJ, ABW's General Manager, so they may be addressed.

   

• Initial Complaint

  Date:02/13/2024

  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.

  Purchased a **** from A better way wholesale auto. After giving them the $1000 deposit it took 8 weeks to get our car after they kept telling us they were fixing things. When we picked the car up it worked fine for a little bit but then started stalling and losing power. Took to mechanic and were told about the problems found and the car never should have been sold to us with exposed wires and electrical tape wrapped around them. See pics and report. Cost $750 out of pocket for work to be done. We would like the $750 refunded to us from a better way wholesale since they did not sell us a safe vehicle.

  Business Response

  Date: 02/26/2024

  September 21, 2023, *** ******** purchased a second-hand car at ABW, a 2014 ******* with well over 100,000 miles.  Because the vehicle was 10 years old with approximately 123,000 miles, the vehicle was sold AS-IS.  Per Ms. ********'s complaint the vehicle operated as designed for some time after delivery.  
  Ms. ******** has never returned to ABW's Service Facility since she took delivery of the vehicle. 
  February 12, 2024, Ms. ******** brought the vehicle to a third-party facility with complaints of hesitation/power loss.  *** **** diagnosed the problem as a wiring harness in need of repair or replacement.  Ms. ******** states that she paid $750 for repairs.  Ms. ******** did not provide a copy of the paid $750 repair invoice, nor did she give ABW an opportunity to make repairs at a reduced labor rate under its AS-IS Good-Will Policy. 
  ABW estimates that a wiring harness repair would have an internal cost of under $100, however it is willing to reimburse Ms. ******** $200 for her inconvenience.

  Customer Answer

  Date: 02/27/2024

  
  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,
  
  *** ********

  FYI - please have them mail the $200 check to my home address that they have on file with the purchase of my vehicle. If I do not receive the check in a timely manner I will reopen this case with you 

• Initial Complaint

  Date:02/12/2024

  Type:Product 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.

  On 11/1/23, I made a decision to purchase a 2015 **** ** ((VIN# *****************) and gave a deposit of $1000. We were prepared to pay in cash for the vehicle.On 11/9/23, I accepted the car for delivery and paid in full- mileage 91,791. While driving home, the engine light came on re: needing oil. On 11/10/23, I contacted the salesman-He connected me with the service department and I dropped the car off on 11/13/23. I picked up the car again on 11/17/23. ON 11/20/23- the engine light came on AGAIN - mileage 91,961. I informed them I would be taking the car elsewhere for diagnostic. On 1/3/24- I brought the car to an **** dealership and they advised the care needed "rods and pistons" and would cost $8000. I immediately contacted ABW and asked for refund. They said they would diagnosis the problem and fix it. They req'd an oil consumption test from 1/11/24- 1/22/23- the oil light came on AGAIN. On 1/25/24- ABW agreed to replace the engine. On 2/2/24- ABW said the car was ready for pick up. On 2/6/24- as I was leaving, the back up camera was not working. I went back into ABW and they attempted to fix the issue. As we were there, the OIL LIGHT came on AGAIN. On 2/8/24- ABW texted the oil separator now needs replacing. On 2/9/24- I spoke with Amy and requested a full refund again as I do not have faith in ABWs ability to fix the vehicle and believe this car will only continue to have mechanical issues. I do not feel this is a safe and reliable vehicle and want a full refund. The vehicle is currently at ABW. Much of my communication with them has been via email. I informed them I would be contacting you.

  Customer Answer

  Date: 02/15/2024

  On 2/14/24, I received a text from A Better Way stating the reports were completed and the car is ready for pick-up.  They have not yet responded to my request for a full refund.  They have also not responded to the following past requests (when I was trying to rectify this on my own):

  * Full list of ALL parts replaced on the vehicle (they said they replaced the "engine"- and when I asked if that included the rods/ pistons and timing chain-- they said "yes- those are in the engine).  I'm asking for a full list of parts so I can be prepared to maintain the vehicle moving forward

  * I requested the VIN # for the auto of the repalced engine so I could be aware of the repair history on that engine-- NO reply 

  * I requested the mileage of the replaced engine-- NO reply except "we have to replace it with an engine of equal or lesser miles".  I'm asking for the mileage so I can be prepared to maintain the vehicle moving forward. 

  * ABW offered to have their work reviewed by a 3rd party garage-- of THEIR choice. I requested to have a review of the work my a garage of MY CHOICE.  NO reply. 

  At this point, I will NOT pick up the car unti I hear back about my requests.  Of note-  in the 3+ months since I purchased the vehicle-- they have had the vehicle for repairs for nearly 6 weeks in total... while I have been insuring the vehicle-- another expense for me. 

  For all of the above reasons-- I am still requesting a full refund

  Please advise that IF I pick up the vehicle--will it negatively impact my complaint. 

  Thank you

  ********* **********

  Business Response

  Date: 02/29/2024

  ABW has been working directly with Ms. ********* to resolve her concerns.
  
  To respond to the BBB, I reviewed the Sale File and Service History, and discussed the matter with the Service Manager.  The following is a summary of what I discovered:
  
  November 1, 2023, ********* purchased a 2015 **** with over 90,000 miles, AS-IS, due to the age and odometer reading.  Note that Ms. ********** also declined the purchase of a Service Agreement, both verbally and in writing. 
  
  The vehicle is equipped with a 2.0T engine.  **** has published numerous bulletins about this engine’s oil consumption rate.  Their position is that the engine can be expected to burn a quart or more of engine oil per 1000 miles driven.  In ABW’s experience, after selling thousands of vehicles equipped with this engine, the amount of oil they consume varies, but many do consume more oil than what a reasonable person may feel is acceptable.  There is an abundance of information on the topic available online.  A simple ****** search of “**** 2.0T oil consumption” will yield practically endless results.
  
  Ms. ********** brought the vehicle to ABW’s Service Department on November 13, 2023.  ABW began following ****** extensive protocol to determine how much oil the engine is consuming and the steps toward determining the cause.  Ultimately ABW determined that the engine would need to be rebuilt or replaced to resolve the issue.
  
  Under its good-will policy, ABW paid for the replacement of the engine in Christine’s 2015 ****, an over $8,000 value.  Additionally, ABW furnished a warranty on the newly installed engine, also free of charge and returned the vehicle to Ms. **********.  Our General Manager, TJ, and Ms. ********** are also currently exploring exchanging the vehicle for a vehicle that can be expected to require far less maintenance and repairs than a 10 year old, 100,000 mile **** with a 2.0T engine.  

  We can share an update when appropriate.