ComplaintsforAuto Wholesalers of Hooksett

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The vehicle stalls out very often, takes 10-20 minutes to even start the car! Had way too big of tires on the vehicle that were very weather cracked! Can’t drive it far if really at all with out risking it dying in traffic or not even restarting. The muffler is held up by a wire! Check engine light is on! Just want a different vehicle of same value

  Customer response

  10/25/2023

  Hi my name is ******** **** I filed a complaint against auto wholesalers of hookset we came to a agreement so I need to remove the complaint
  

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2014 Audi for 23,000.00 on 1/22/23 . The day after (1/23 ) I got it home the starter went, they repaired it. It was fixed on wenesday Feb 1st 10 days) I had it towed by them back to me at my expense. Then I told them on Feb 8th about oil leak between engine and transmission was soaked and also vibration engine mount engine splash shield missing and issue with the steering tight and a noise. I returned the car to them to be fixed, ( Thursday Feb 15) was advised all the above was done. Both Ben (salesrep) and Brian ( service rep) are great, the GM not so happy with Was fixed on Friday night Feb 24th, I picked it up on Saturday the 25th On Mar 8th oil light came on, I was told a complete oil change but the car took 5 qts of oil Humm. Now after 4 calls plus the GM Kaitlins is going to handle this. Was finally returned and promised that "THEY TAKE CARE OF THEIR CUSTOMERS" Then on March 15th the TPMS went, the abs the steering issue returned. Kaitlin said well snow and cold perhaps happens to her car all the time. Also it was past the 30 day warranty and I had driven the car 866 mile. Guess the 19 days which they had it to be fixed the the 120 mile driving back and fourth to them don't count. Now I am told the car needs over 4,500.00 of work and that's just parts no labor. Still not a return call. Texted the sales rep Ben, to keep him in the loop. Every detail, text has been sent and I will forward the repair quote to them also. Honestly, I own a small business and as much as it hurts me to file a complaint but STAND BY YOUR PRODUCT. I have paid to get the TPMS and ABS see attached the next quote is for the work which needs to be done. The alignment I was told was done was not, and the tires were sold to me bald but not visible, as the tread on both front tires was on the inside. The steering issue which was brought to their attention each time, and was told it was taken care of. This is not the case. I have copies of all the texts if needed. Thanks

  Business response

  03/31/2023

  We have tried to do the right thing by Mr. *******.  When he had issues after the sale, we towed the vehicle 1 1/2 hours each way to be serviced here at our facility.  After we serviced the vehicle Mr. ******* said he was having a hard time picking up the vehicle, he asked that we tow it back to Lynn Massachusetts we did so for a small fee.  We put 7 qts of oil in the vehicle, Mr. ******* proceeded to drive the vehicle for weeks with no signs of lights appearing to indicate the engine did not have oil also he would not have been able to drive the vehicle with no oil.  We have taken care of this customer and I have personally spoken to him several times in regards to his concerns.  We have spent over $5000.00 to make this vehicle right for him this repairs were performed at no charge to him.

  At no time was a steering or ABS light brought up during any of our conversations.  Tire pressure monitors are not a NH State Inspection item.  The customer has now had the vehicle for 2 months and driven the vehicle over 2,000 miles.  From the sound of the repair order of damaged wheel bearing seems like he may have hit something.  No steering issue was brought up to us, but if he did indeed hit something I would not doubt if the vehicle required an alignment. 

  Our documents clearly state the warranty that came with this vehicle was a 30 day / 1,000 miles which every occurs first safety inspection warranty.  Our documents also state that we do not cover outside repairs.  

  Customer response

  03/31/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because:  Yes it was purchased with a 30 warranty, 1000 miles day one the starter went. I spoke with Ben i was willing to tow it back to you, but was told you would do it. Yes it is tough to get back and fourth to your dealership without a car, again i would have had AAA tow it back, instead it was offered you would do it for $200.00 which i paid. The oil was bought and filled less than a week after the second time the car was brought back to you for the knocking in the engine, oil leak between the engine and transmission the the steering being tight. It is also referenced in your service invoice 18061 (3) and (4). This was all within the 30 day warranty. and as i said before it was driven over 120 miles to get it back to you just to repair. I also was told the car was aligned and it was not.  This car was sold to me and i was told numerous times its perfect and good to go, I have a text also which says it is a LEMON, and the response was thumbs up, also a text you have had it 19 days to be repaired  out of the 30. Also in my original complaint it clearly indicated many issues with this auto that you sold to me as in GREAT SHAPE. Weekly since it was purchased it has had and big problems.  Yes we have spoken twice the first time you ended the conversation with "We pride ourselves on standing by our customers, and doing the right thing".;  Again about the oil, well I attached the receipt, and a picture of want was bought I believe you might have done the oil change but did not put enough oil in the car, why else would the oil light come on, The last time was about the TPMS/ABS and you said it happens in the snow and cold weather don't worry about it. You drop the ball when it comes to customer service and holding up your word.  All I have asked for was to get the issues on a car you sold me as Good to go and all fixed be done correctly.  Yes i agreed to you not paying for work done elsewhere you also said you would not cover the TBMS/ABS so i got it done the other is a quote for the work that needs to be done. All which I was told was checked out and in (3) and said tested ok to me BH

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

  Business response

  04/03/2023

  Steering issues were never brought up to us during any service appointment.  We have spent over $5,000.00 to repair issues that were brought up to us under warranty.  Mr. ******** was charged to tow the vehicle back to him after the service repairs were performed no tow was charged to him initially when we picked up the vehicle from Lynn, Massachusetts.  We have receipts for oil we put into the vehicle.  A low tire pressure light does come on frequently during cold weather that is what was stated to you, TPMS were not on at the time of delivery. this item is also not a covered safety inspection item.  The warranty that is given at the time of delivery is a 30 day /1000 miles which ever occurs first NH safety inspection warranty, 2 months has past and over 2,200 miles have been driven, even if we graciously extended the days Mr. ******** would still be over the mileage limit for the warranty.  

  Customer response

  04/04/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because your statements are incorrect on the most.  The steering wheel issue was brought up many time via text to Ben, and also in conversation with Brian. I was told it was addressed the second time it was brought to you, and it is noted on your invoice i was concerned with the steering, your reply was checked it out seems ok to me with the initials BH (3) ALSO (4) STEERING/SUSPENSION. yes OUR CONVERSATION WAS THE tbps/abs sometime goes off in cold weather and it was not covered, i i took it on at my expense. but the steering issues should be yours you spent 5,000.00 I bought a 23,000.00 1500.00 to register 600.00 on renting cars while at your shop. 46.00 on oil which i have the receipt for also, 990.00 for the TBS, and now 5700.00 for the work to fix the steering which i was told " tested ok to me"  As for the 30 day warranty you had the vehicle 19 days and out of the 860 mile put on 120 were bringing it back to you. Not sure of NH laws but a breach of warrantee is possible will let you know.  I have many more texts with the issues on a daily response, copies of receipts and videos of the issues which Katlin was going to review. But as with her only returning call after my 4th attempt surely she never looked, but i digress.  I just think being a small business owner myself, and a returning customer to this dealership you should do right.  Not the way to treat a person who purchased a 6,000.00 car never mind someone who has spent over 26,000.00 and has had issues from day one.  Yes you towed it on the second day i had it i offered to use my AAA, but was told its the least you could do.  Again i asked if you could tow it back, and agreed to what you offered $200.00 perhaps it was a deal but honestly if i knew you were going to use it in a ******* match AAA would have done it for free. 

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

  Business response

  04/05/2023

  Mr. ******** has continued to reiterate the same issues, we have responded/answered all of his outlined concerns, our position regarding this matter has not and will not change.

  Customer response

  04/05/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because your work of the work you said you did was not true to the fact.  As a so called BBB business, there is a code of ethics.  Honestly the work you did was not completed correctly and you sold a lemon, did not stand by your warranty or your word. Yes I will repeat this over and over but as I have also said you just don't care what people think, and honestly just a shabby dealership. Magnuson-Moss Warranty Act
  The Magnuson-Moss Warranty Act (MMWA), a federal law passed by Congress in 1975, standardized written express warranties to prevent consumers from being confused or misled about what consumer product warranties cover. MMWA is essentially a disclosure act requiring sellers of goods to clearly disclose the terms of any written warranties provided to consumers.
  Under MMWA, a written warranty is either a "full" or a "limited" warranty. A full warranty must guarantee that during a specified period of time any defective parts will be repaired at no charge. If the defect cannot be repaired, the manufacturer must replace the item or give the consumer a refund. On the other hand, if the warranty contains any "exclusions" or parts not covered, then the warranty is a limited warranty. Most consumer product warranties are limited warranties.
  Whether full or limited, each warranty must provide the following information in plain language:
  A description of what the warranty does and does not cover
  A step-by-step procedure the consumer must follow to obtain services
  A description of what repairs or replacements will be made if the product is faulty
  A description of what expenses the consumer, and the manufacturer, will pay on a faulty product
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  09/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a 2015 Chevy Tahoe from this dealership on August 17,2022. My 20 day plates were up so I went to register it to find out that it was not possible due to the dealership never having a valid title when they sold me the vehicle. Now fast forward almost a week I need to be at a funeral up north, enterprise has no vehicle big enough to fit my family in, and the dealership won’t even give me a car off their lot to drive in the meantime when I have expressed to multiple employees I needed a car by Wednesday or my plate situation fixed. The Dmv has advised me they will need to fix a title that they have yet to receive proper paper work for out of mass before they can even start to process a title to the dealership after that. It is not legal to sell a car without a title in hand and now we are out a vehicle because of it and they don’t give a care in the world when they are sitting on a full lot that could provide relief in the meantime. I would have waited to sell my other car had I known that these people were going to sell me something I couldn’t drive. Better yet I would have never purchased the Tahoe to begin with.

  Business response

  09/12/2022

  Ms ****** accusation in regards to Auto Wholesalers of Hooksett selling her a vehicle that we did not have a title to is false, we have attached a copy of the doucumentation sent to the State of NH title bureau, to provide proof that we had a title in hand prior to selling the vehicle to Ms. *****

  Upon notification from Ms. **** of her not being able to register her vehicle, we contacted the State of New Hampshire title bureau to find out what the issue was and why she was unable to register the vehicle, Andrea at the State of NH said that the previous owner had moved from Massachusetts to New Hampshire and he filed for a New Hampshire title, the State of NH had this title application open pending the release of the Massachusetts title being surrendered to them by the lien holder, in the mean time the customer traded this vehicle in to us, we paid off the lien and received a title from the lien holder.  The State of NH required the title submitted with Ms. ****** title application to complete the title for the previous owner.  As of September 9th, this issue was cleared up with the State of NH title bureau with the help of Shyloh a supervisor at the title bureau and Ms. **** was able to register her vehicle.

  We symapatized with her situation, as it was an unusual one, but due to insurance purposes, we are unable to loan out vehicle's to customers.  We handled the situation as best we could and as quickly as we could as this issue was not know to us prior to Ms. **** purchasing this vehicle.

  At this time this title problem is not longer an issue and Ms. **** is in possession of a registered vehicle.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So about 4 months Ago I purchased a 2013 Volkswagen Jetta GLI from I from Auto wholesalers of Hooksett New Hampshire for the amount of 12300 $ cash purchase. The paperwork I signed they agreed to a 30 day warranty and said that it would come with an inspection sticker that he would call me for an appointment at a later date which he never did I had to bother them and inform them that the car was having issues had the check engine light on and there was oil in the coolant among losing power and other problems I had brought the car in he said it wasn't able to take a sticker finally that is after waiting for months for the appointment he said it was a censor I had to bring the car back in so he could replace the 02 center which I did he sent me on my way the check engine light still was on it was still having major power issues still had oil going into the coolant and they still weren't able to put a sticker on my car it only was a temporary sticker for for the work that I've been done which was nothing really and now they won't even contact me back no matter how many times I message the salesman or call nobody will get ahold of me and I just feel like I got hosed And I need help from somebody taking care of this issue

  Business response

  06/14/2022

  Mr. ******* purchased this vehicle in January of 2022, he has driven over 5,000 miles since he has taken delivery.  He has had several appointments to address the issue and he has either cancelled or just never came in for the appointments, we made several attempts to contact him and we received no response back, later we found out that he was in jail and he was unable to respond.  Nothing was mechanically wrong with his vehicle when he took delivery.  He came in for a service issuse - we repaired the problem and he was informed to return after driving 100 miles so a safety inspection sticker could be issued, he failed to return (it has been two months).  Last week (months later and thousands of miles later) he phoned here and spoke to the general manager, he was beligerant, demanding and swearing profanity at her, she stated that the vehicle was no longer covered for any repairs due to the vehicle being out of the 30 day/1000 miles 56 point safety inspection warranty that was given at the time of the delivery.  Due to his recent interaction with the general manager, we no longer wish to interact with Mr. ********  We will not perform any additional service work for him or on this vehicle.

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a car in December of 2021. Within the first week of having the car, we started having issues. We have brought the car back to be repaired and it has not been fixed. The same issue is still occurring but we were told we would have to pay for the repair. We left a review on Google and someone reached out telling us to contact them. We did and have not heard back. They are selling faulty cars to people and not fixing them properly when brought back within the 30 day warranty period.

  Business response

  05/23/2022

  This vehicle was purchased on December 6th 2021 with 88,956 miles, the turbo boost sensor was replaced at the end of December 2021, in January 2022 the turbo was replaced, these repairs were performed at no cost to the customer. At present the vehicle is out of our standard warranty period of 30 days or 1000 miles which ever occurs first. When the customer returned to the dealership with a lack of power complaint, the vehicle was scanned and a code for the thermostat was was found, this is a separate repair from the Turbo issue, when the check engine light came on in a vehicle the vehicle puts itself into limp mode, which will not allow the vehicle to go above 40 MPH to protect itself from further harm. 
  
  As stated the vehicle is no longer within our 30 day or 1000 mile safety inspection warranty, so the repair in question is not covered as it is a separate repair/complaint from the original Turbo issue.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 2016 Jeep Renegade for $18,500.00 + Dealer fee $268 (used car) at Auto Wholesalers of Hooksett on January 18, as soon as I start driving the brake lights, left signal, and hazard lights stop working. I turned around and they took a look and "fixed" the next day the lights (all brake lights,left, and hazard) stop working again. I gave them a call and they told me to bring the car back to fixed it, which I did on thursday morning January 20. It was fixed for 2 more days then stop working again, same issue brake lights, left turn signal, and hazards. I tried calling them on Monday January 24, I tried to contact the sales manager Katlyn, service manager *****, and the salesman Greg, none of the managers answer or returned my calls, the Salesman told me that they would try to fix it again. The same day I decided to consult my mechanic and he told me that the issue can cost up to $1000 to fix it. Today, tuesday January 25, Katlyn (sales manager) called me I told her the situation and since is a safety issue and the car won't pass *** inspection neither in NH or MA, I would feel more comfortable returning the car since they have failed to disclose the defect and failed to repaired it. I also told her that since the dealership is 1 hour away from me I don't feel safe driving every other day to them when the issue persists. Katlyn said that I couldn't return the car and that is not something she will be willing to do it and that they might be able to fix it this time.

  Business response

  03/03/2022

  Business Response /* (1000, 5, 2022/01/26) */ After ***** took delivery of the 2016 Jeep Renegade she noticed the left tail light was not working, she phoned and brought the vehicle is we replaced a blown left rear tail light bulb - tested the repair and deemed everything working as designed. A few days later she stated the lights were not working including the hazard lights, she brought the vehicle in, we replaced the entire light including a new circuit board, everything again was working as designed she drove the vehicle for a week. She phoned Monday (after I had left for the day) I returned her call promptly at 9:00am Tuesday morning,, she stated she did not feel comforatable driving the vehicle here so I offered to send my ramp truck to **********, ** to pick up the vehicle and bring it here for additional diagnostics. The vehicle arrived here, upon looking at the vehicle a faulty pig tail connector was found to be shorting out, this was replaced with a new one all aspects of the tail light were tested and all appear to be functioning as designed. All the repairs and the tow have been done at no charge to *****. Her vehicle has been repaired and is now safe for her to pick up and enjoy. Consumer Response /* (3000, 7, 2022/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I picked up my car yesterday and tried to talk to Katlyn (sales manager) she was not in because of an emergency so Greg (salesman) connected me to her through a phone call. Once again I asked her if I could return the car and she said no, so I asked if she could adjust the price of the car since I had to return to the store in multiple occasions for the same issue, making me lose days at work, school and time. I believe is only fair that the price would be adjusted since the car was indeed not safe and caused me time and gas money to go back and forth. She said no, and I quote "I was going to offer to tow the car to you, but you contact Better Business Bureau so I decided not to". She was very rude and unprofessional, didn't wanna consider any of my offers and act like she was doing me a favor for fixing something there is their obligation to do so. I payed $18768 for a car they lied to me was safe and sold the car with a faulty inspection that they did, while constantly dismissing how dangerous was the issue. An adjustment in the price is the least they could do. Furthermore I asked for the paperwork of the first two repairs and they refused to provide me. Business Response /* (4000, 9, 2022/01/31) */ The vehicle ***** purchased is a good vehicle - when she had issuses we addressed them immediately, when she felf unsafe driving here, we sent our ramp truck to get the vehicle, we identified the issue and repaired the problem, we tested the repair and had her pick up the vehicle she has not been charged for any of these repairs. She is unsatisfied with my answer of not taking the vehicle back, we have tried to do the right thing through the course of this sale. She was sold a good reliable vehicle that will pass ***** Inspection. At the time of the initial purchase the vehicle was discounted from the list price as our present policy is to stick to our online prices because of the market and inventory shortages. We have done our part to stand by the vehicle and rectify this situation - we are not taking the vehicle back nor are we discounting an already deliverd vehicle.

*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. ↩