Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This place is a SCAM!I purchased a 2013 ****** Impreza from them and was completely scammed into doing so. This was the first car I ever purchased on my own and they took complete advantage of me. Firstly, they failed to inform me that the vehicle I purchased was in an accident before buying it. They showed me a FAKE carfax and told me the title was completely clean. When I brought all of my information to the bank, they informed me that the vehicle was salvaged from a serious wreck and was sold at an auction. They did not disclose this information at any point, neither before or after the sale. When confronted, they continued to lie. If that was not enough, I was promised that the vehicle would be inspected within 3 to 5 business days after purchase on 9/27/24. I did not recieve the car until 10/4/24, and when questioned the basically told me to buzz off. They blamed my insurance company on taking too long to get back to them and refusing to contact them, upon calling Progressive they informed me that the dealership had actually never reached out. They putt off submitting my car for inspection for over a week, I assume this was to run out the warranty as much as they could. I have had the car for less than 2 months and have driven 2500 miles on it, the head gasket has now blown and it is not worth the repair. I am facing ********* dollars in damages to repair my vehicle. The car was deemed unsafe to drive by the mechanic from the get go and told me it should have never been sold to me. They also used a different car to get the inspection and just put the sticker on my car, I will be seeking legal ramifications.The people of this establishment were extremely rude and difficult to work with. They capitalized on my need for a car and completely took advantage of me. When confronted, they were entirely unprofessional. They eventually began to refuse my calls.

  Business response

  12/02/2024

  Response to Customer Complaint.
  

  We are sorry to hear about your dissatisfaction and the issues you have experienced with your 2013 ****** Impreza. Customer satisfaction is a priority at ********************** **** and we would like to address your concerns.
  

  Vehicle History and Disclosure: The Carfax reports are posted on our website and customer have access to every single vehicle which is the standard industry tool for sharing vehicle history information. We do not have the ability to alter Carfax reports and rely on them for accurate records. If there is any discrepancy, we encourage you to reach out to ****** directly for clarification. 

  The title status was disclosed at the time of purchase If you have specific evidence suggesting otherwise, we would be happy to review it with you.

  Regarding the inspection and delivery process, we apologize if there was any confusion or delay. Our records indicate that the delay was due to insurance verification. While we made every effort to expedite the process, there may have been miscommunication, and for that, we apologize.

  Warranty Coverage and Repairs:
  We note that the vehicle was sold with 30 days or 1250 miles whichever comes first limited warranty, and the extended warranty option was declined at the time of purchase see attached paperwork. This was clearly stated in the purchase agreement, which was signed and agreed to by you. Unfortunately, without warranty coverage, repairs become the responsibility of the vehicle owner after the sale.

  Allegations of Misconduct:
  The claim that a different car was used for inspection is a serious allegation. We maintain detailed records of inspections and would be happy to provide them to any regulatory or legal authority upon request.
  We take such claims very seriously and encourage you to provide any documentation to substantiate these allegations so we can investigate further.

  Communication and Customer Service:
  If you felt that our communication was unprofessional or that your concerns were not adequately addressed, we apologize. It is never our intention to make customers feel unheard, and we will review our handling of this situation to ensure improvement.
  We understand that purchasing a vehicle is a significant investment, and we are sorry to hear about the mechanical issues you have encountered. However, we must also emphasize that used vehicles, particularly older models, can develop problems over time, especially without warranty coverage.

  If you would like to discuss this matter further, we encourage you to contact us directly so we can work toward a resolution. While we are unable to take responsibility for repairs or offer compensation under the current circumstances, we are open to assisting you in finding a solution within our capacity.

  
  Sincerely,
  Maxim Sochirca
  Owner
  On Wheels Inc. 
  ************

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 14th 2024 I purchased a 2015 Audi a3 from this dealership. I paid for the car $13,888 in full with a cashiers check. As of today April 23rd 2024 I have still yet to receive the title. I was told by the general manager if I did not want to wait for the title that I could get a refund at any time. They let me drive the vehicle home stating that if I was transferring plates ** law says I can drive it home.. come to find out that is not the case and now that I want to return the vehicle for a refund. They want me to pay for it to be towed to their dealership. I've had to rent a car since I can't register this one without the title which they stated they also won't reimburse me for.

  Business response

  04/24/2024

  Subject: Response to Complaint Regarding Vehicle Purchase and Title Issuance

  To Whom it May Concern,

  I hope this message finds you well. My name is Maxim and I am the owner from Dealership on Wheels Inc. I am writing in response to your recent complaint regarding your purchase of a 2015 Audi A3 from our dealership.
  
  Regarding your concerns about returning the vehicle for a refund, I want to clarify our dealership's policy. It is correct that our General Manager informed you that you could receive a refund. In light of your request for a refund and the inconvenience you have faced, we are prepared to facilitate the return of the vehicle and issue a full refund of your purchase price. Furthermore, I would like to address your concern about the cost of towing the vehicle back to our dealership. According to Massachusetts law, the dealer is responsible for the first 30 miles of towing. We will ensure that this provision is honored, and you will not be responsible for the towing costs within this limit. 

  I would like to bring to your attention that we had communication on Monday, the 22nd, wherein we informed you that the title was expected to arrive from the auction on Tuesday, the 23rd. You acknowledged this information during our conversation. However, we understand that you have decided to return the vehicle on Tuesday prior to the expected arrival of the title.

  Additionally, we understand that you have incurred expenses for renting a car while you are unable to register the Audi A3. While we cannot reimburse you for any expenses incurred outside of the towing costs, we are committed to resolving this matter to your satisfaction and facilitating the return process as smoothly as possible.

  Please let us know your preferred method for arranging the return of the vehicle, and we will coordinate accordingly.

  Thank you for bringing your concerns to our attention. If you have any further questions or require assistance, please do not hesitate to contact me directly.

  
  Sincerely,
  Maxim Dealership on Wheels Inc.
  
  
  

  
  

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from the company on 24 August 2023. A Volvo XC 70, 2011 model, with roughly 205,000 miles. It was made clear to me, that the vehicle came with no express warranty. Less than 2 thousand miles later, after meticulous maintenance, service checks and timely response to vehicle signs of concern, our vehicle, has, according to a recent manufacturer's diagnostic, roughly $15,000 of major repairs, most labelled "Needs Immediate Attention "That is roughly double the value of the vehicle. At no time was I ever led to believe that the vehicle was in a such a condition. At no time was I ever told of any major faults, wear and tear on internal components and so on On the contrary - Whenever I asked verbally, any fears were placated and the vehicle's fitness for use (specific to our circumstances and my stated objectives) - that being a safe and reliable vehicle to transport my toddler, the vehicle was consistently framed as, minimally, appropriate to my requirements. In reference to verbal conversation, I suggest that Mike actively avoided communicating by mail whenever "difficult" questions were being asked. This was done with deceptive intent. Furthermore, I will provide evidence, that On Wheels Inc. has made questionable statements about what their responsibilities are via a vis the vehicle's fitness for use, it's merchant ability, whilst either ignorantly or knowingly verbally allaying my concerns, whilst failing to acknowledge or outright ignore requests for written documents made by phone, email and voice mail. Mike was well aware that, as a temporary migrant, purchasing a second hand vehicle in MA, for the first time, I was trusting him to provide me with advice. He used that to sell me a car, rife with concerns that he, either knew or had reason to know. I am happy to supply evidence, including emails, phone records and other documents supporting statements made above. I would like my money back, Sir.

  Business response

  12/19/2023

  Good morning,

  This vehicle was purchased with no lemon warranty due to this miles. The vehicle passed inspection per *************** law and requirements. We have all inspections done by a 3rd party location as we do not perform the inspections here. The car had over 200k when purchased and the lemon law clearly states anything with over 125k miles has no warranty unless an extended warranty is purchased by a customer. About a week before Bruce decided this was the dealers fault he called and asked if we would buy the car back next June or July. He than called 3x a week later expressing his concern of the damaged vehicle. I offered to have the work done at dealer cost thus saving him quite a bit of money, I also reexplained the warranty law which he also signed at the time of purchase. He then went on trying to bash the integrity of the company and myself personally that our 5 star reviews aren't authentic in an effort to make himself look good along with his threats that someone is " going down" I'm sorry he doesn't think **** lemon laws apply to him but this dealership has and always will follow laws/procedures. Please call me at your earliest convenience.

  Thank you,

  ****

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

  On Wheels Inc.

  Customer response

  12/19/2023

   
  Complaint:********
  
  I am rejecting this response because: I am not asking for an explicit warranty or a lemon law warranty. I am complaining and seeking a refund because the car is "not as described".

  III. IMPLIED WARRANTY LAW The implied warranty of merchantability is a guarantee provided by law in the sale of all consumer products, including automobiles (even if they cost less than $700 or have 125,000 miles or more on the odometer). This law says that your vehicle should function properly for a reasonable period of time. If

  the vehicle does not, the dealer must fix it at no charge to you. (Note: The statute does not define reasonable period of time.) The defect must arise during the 30, 60, or 90 day warranty period stated on your warranty. The warranty period is extended one day for every day that your car is in the shop for repairs. The warranty is extended for 30 days from the completion of any repair attempt for the defect that was the subject of the repair attempt. IF THE DEALER DOES NOT ISSUE A REFUND AFTER THESE STANDARDS HAVE BEEN MET, YOU HAVE A RIGHT TO HAVE YOUR CASE DECIDED BY A STATE-CERTIFIED ARBITRATOR. YOU MUST REQUEST STATE
  CERTIFIED ARBITRATION WITHIN 6 MONTHS OF ORIGINAL DELIVERY OF THE VEHICLE TO YOU. It is illegal to sell a car "AS IS", "WITH ALL FAULTS", or with a "50/50 WARRANTY".

  Section ****A. (1) The provisions of section **** shall not apply to the extent provided in this section.

  (2) Any language, oral or written, used by a seller or manufacturer of consumer goods and services, which attempts to exclude or modify any implied warranties of merchantability and fitness for a particular purpose or to exclude or modify the consumer's remedies for breach of those warranties, shall be unenforceable.
  

  (3) Any language, oral or written, used by a manufacturer of consumer goods, which attempts to limit or modify a consumer's remedies for breach of such manufacturer's express warranties, shall be unenforceable, unless such manufacturer maintains facilities within the commonwealth sufficient to provide reasonable and expeditious
  performance of the warranty obligations.

   

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

  Business response

  12/19/2023

  I am sorry you feel this way. However, I am standing with my position on my belief and knowledge that the dealership followed all laws by the **********************. The vehicle was guaranteed inspection, in which it passed with no issues. Below is a copy of sales agreement and what it states. It has been signed by the customer and authorized dealer representative. Also, in regards to this " implied warrantee" that has been mentioned it states 30, 60 or 90 days. The vehicle was purchased at the end of July and registered on 8/9/23 which is well past the 90 day rule. I now consider this matter closed and appreciate the help of the BBB to resolve this so quickly.

  Thank you,

  ****

  Customer response

  12/19/2023

   
  Complaint:**********
  
  I am rejecting this response because: It does not accept the fact that none of the massive issues present in the vehicle were disclosed to me, despite my asking. I have nothing more to add at this time.

   

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

  Business response

  12/19/2023

  You are correct because there were no known issues per **** law or the Inspection would not have passed.

  Thanks again,

  ****

• Initial Complaint

  10/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We received our car on 8/28/23. We paid $7,000 for the car. Within the first month of having the car we had to replace the battery ($200), replace the wheel well that was missing ($800), replace the front brakes as the breaks were down to metal to metal and the dual clutch module failed and needed to be replaced. We were unable to drive the car for 3 weeks. None of these issues were disclosed when we purchased the car, I called and they stated these were not covered under the lemon law. They did offer to pay half the cost of the brakes but that was after I had them replaced as it was unsafe to drive to them.

  Customer response

  10/23/2023

  Also, now there is a warning light for a power steering fault, which will most likely need to also be replaced.  

  Business response

  11/07/2023

  Hello, 

  I'm reaching out today in regards to the complain submitted by ****************************** 

  Please see attached paperwork stating that by ************* Lemon Law issues that were described by the customer aren't covered by the warranty however the issue with the transmission was covered by the **** dealership, but customer refused to bring the vehicle to the specific location which will repair it. Instead On Wheels Inc. intended on repairing the vehicle at her mechanic because it was inconvenient for her to bring to the specific location that agreed on doing the repairs. 

  On Wheels Inc. intended on helping ******* with the transmission issue but customer refused it. Please read the email conversation between ******* and On Wheels Inc.

  Attached signed Lemon Law paperwork by ******* which states exactly what is covered by the law. Issues that were described by the customer which is (brakes, missing wheel wells and dead battery) is a part of normal wear and tear of a used vehicle and has to be taking care of by customer unless it was mentioned prior to purchase.  In the bill of sale states that the vehicle has been sold in current condition also in the We Owe You Owe form says that Nothing Owed, Nothing Promised and Nothing implied, also On Wheels Inc. is obligated to fix the tail light, horn, register the vehicle and pass the inspection. The issues were addressed after that the vehicle passed ******************* inspection which means that vehicle was 100% safe to drive. 

  Please review attached paperwork carefully.

  Thank you,

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

  On Wheels Inc.

  421 ***********

  **********, ** 01545

   

  Customer response

  11/07/2023

  Complaint: *********
  
  I am rejecting this response because we were unable to drive the car to *********** as the car could no longer be put into reverse and we didn't feel comfortable driving it that far. For the brakes they were down to metal to metal and again it wasn't safe to drive. We also had to replace the battery because it was low. This car was for my 17 year old sons and all we have had are problems. On wheels need to do a better job to looking over their car before they sell them and let the customers know of ALL the problems before they sell it. 
  Sincerely,
  
  *****************************

  Business response

  11/08/2023

  Hello, 

  It means that the independent inspection garage who did the inspection needs to do a better job as well because the vehicle passed the state inspection. 

  From the previous messages i didn't understand what was the solution you're looking for since you have refused to fix the vehicle through the official dealership. 

  Customer response

  11/08/2023

   
  Complaint:*********
  
  I am rejecting this response because the car inspection doesn't look at the brakes, they only look at the emergency brake. The inspection also doesn't look at the transmission. You should have had your mechanics look over the car before you sell it to make sure there are no other issues before you sold it or at least let the purchaser know if there are any other issues. Again we refused to have you fix it because the car became undriveable. You were going to fix the issues for free as you stated we would have to pay some money to have the brakes fixed. No one responded to the wheel wells missing either. We weren't going to give you more money to fix issues that should have been disclosed. I am done with this and this bad experience. It took all the money we had to buy this car and then more to out k to it to fix. I will not be recommending your company to anyone 
  
  Sincerely,
  
  *****************************

  Business response

  11/08/2023

  The vehicle was driving fine for a month, unfortunately we can't predict what will happen in the future with a used vehicle. That's why you have a limited warranty for specific parts. Brakes and wheel wells aren't covered as I've mentioned before. We found the way to help you with the transmission issue but you have refused it. If you guys willing to fix it though your shop it's completely your decision. 

  If there would be an issue with the transmission the ECU would have a code stored in the system which means that this vehicle wouldn't pass the inspection which means that it didn't have any problems upon pick up. Everything was discussed upon purchase and whatever you guys pointed at was replaced. You have received a huge discount on the vehicle and were happy with it but when it started to have issues we're the bad guys. I'll say it again everything was discussed prior to purchase, paperwork has been attached earlier in this conversation. 

  Customer response

  11/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID. I am done dealing this issue
  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  7/25/23 bought a 2002 BMW 325xi for the price of $6,199.00. They guaranteed all their vehicles sold would pass inspection. I brought the car to my mechanic for a ********************* inspection. They told me the car was undrivable and had many many issues to be repaired in order to pass. I contacted On Wheels. They promised they would make it right as the vehicle was on drivable, I had to pay $225 to have it towed a distance of 50 miles from *******, ** to **********, **. They would not give me the name of the mechanic, which leads me to believe he was unlicensed. They kept the car for a period of three weeks after about two weeks, the owner **** stopped responding to me and passed me off to the salesman. I was promised the car will be ready the day after tomorrow for three straight weeks. When finally received the car back, some of the repairs were done, but they were done in the cheapest, poor quality manner possible and not done well. The car still will not pass inspection. I requested detailed receipts of the work done. They never sent it to me, and all repeated calls to the business have gone on answered.

  Business response

  09/26/2023

  The issue has been resolved with the customer.

  Thank you

  Customer response

  09/27/2023

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

*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. ↩