Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sold a lemon vehicle and they are not wanting to service my vehicle or cancel my loan even though Im within the time Limit.They wont return my calls and I have until 6/6 to cancel since they sold me a car that had known issues with 5k worth of repairs needed

  Business Response

  Date: 06/05/2025

  While Indy Wholesale Direct disagrees with the information provided, in the time since filing this complaint, Ms. ***** and *** have reached an agreement and the vehicle is currently being serviced. 

  Customer Answer

  Date: 06/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* *****
  

  Customer Answer

  Date: 06/11/2025

  The company has had my vehicle since 6/4 and will not return my calls, texts, or emails. They did this once before when I brought in for servicing and I ended up having to come in. Was then told Id have to wait hours to speak to a manager, and did wait almost 3 hours only to be told if I went and tried to handle with attorney general and BBB they wouldnt help. This vehicle has been in the shop there 4 times since purchasing it 45 days ago.
  

  they sold a vehicle with many needed repairs and then said it was fixed when it wasnt multiple times. 
  

  They do not respond to calls, texts, or emails. 

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2017 Jaguar F-Pace the end of May first of June 2024 from Indy Wholesale Direct after coming across their ad on ******. I called and made an appointment and went out and purchased. The staff there were helpful but the cars are no good. Although, the cars are purchased as is they dont tell you the conditions of the vehicles on their lot. I had that car back in the shop 2 days after purchase with a coolant issue, and several times after that and it was never fixed. I took it to another Repair Shop after nearly $3000 the gentleman informed me the car was no good from the start and whoever sold this car knew this prior to purchase. He also started when Indywhole Direct claimed to have been working on it the put some kind of putty to get by which in return caused more damage. I have been more than patient, more than understanding. I have also spoken with their GM several times and hes very rude with very little compassion when I dont feel my asking to simply have a working vehicle is too large of a request. I tried to get out of that vehicle but no other dealership wanted to vehicle so, I finally reached back out to Indywhole Direct even though I didnt feel good about it because of the first experience. However, I called and spoke to someone in finance he assured me to come back out and they would make it right and trade it out. They did put me in something else but also left me with the first car after saying one thing they did the complete opposite. After Id realized they werent taking the original car back I said I didnt want to take the second car because why would one take on two car payments one in which couldnt be driven far without overheating. The gentleman stated the second car couldnt be given back as the paperwork had already been signed. I informed him that I could in fact change my mind I hadnt even left the lot. He insisted that this was the right decision and that this car would be better this vehicle needs $2900 worth of repairs.

  Business Response

  Date: 07/02/2025

  Ms. Henderson-Williams purchased a Land Rover Range Rover Diesel from Indy Wholesale Direct. After purchasing the vehicle, Ms. Henderson-Williams notified IWD that she was experiencing issues with the Diesel Exhaust System. She brought the vehicle to IWD to which we completed a repair on the vehicle at no charge to her. Several weeks later, she began experiencing a mechanical issue. She brought the vehicle to IWD to which we diagnosed the issue, at no cost to Ms. Henderson-Williams. We informed her that we were unable to work on this particular issue due to the software necessary to program. We informed her that she would need to likely go to Land Rover to remedy the issue. Ms. Henderson-Williams stated that she did not have the funds to pay for that repair and wanted us to pay for it. We informed her that we were unable to do so and that the mechanical repair was well after the point of sale. After several conversations, Ms. Henderson-Williams continues to threaten litigation and negative reviews in an effort to sway our position on this matter. At this time, there is no agreed upon terms and IWD will not be able to continue to repair her vehicle. It is important to note that the vehicle was purchased "As-Is" and was described verbally as well as in writing no less than 8 times during the course of her purchase. 

  Customer Answer

  Date: 07/02/2025

  This is now the second vehicle that I’ve gotten from Indywhole Direct that has been parked more than it’s been driven. This dealership is very dishonest and will do anything to get a vehicle sold,  even if that means the customer is without a vehicle a month after purchase. They never did a diagnostic at least that’s what they told me which is why they told me to take it to Range Rover. Which is another lie that they’ve told. I have reached out to the finance company who has been trying to get requested documents for a month from this dealership with very little to no response, and are still waiting. This has been a horrible experience with not one vehicle but two and I will never recommend this dealership to anyone!

  Customer Answer

  Date: 07/02/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23391655, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  
  
  [Provide details of why you are not satisfied with this resolution.]

  This is now the second vehicle that I’ve gotten from Indywhole Direct that has been parked more than it’s been driven. This dealership is very dishonest and will do anything to get a vehicle sold,  even if that means the customer is without a vehicle a month after purchase. They never did a diagnostic at least that’s what they told me which is why they told me to take it to Range Rover. Which is another lie that they’ve told. I have reached out to the finance company who has been trying to get requested documents for a month from this dealership with very little to no response, and are still waiting. This has been a horrible experience with not one vehicle but two and I will never recommend this dealership to anyone!
  
  
  
  Regards,
  
  
  
  Harmoni Henderson-williams

  
  

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 25, 2025, I visited Indy Wholesale Direct, IWD. *** ***** showed me a 2017 Buick Encore. He said that the car had a faulty catalytic converter, ***, and that the part was already ordered and they would have the part replaced prior to purchase. February 28, 2025, I was told that the car was fixed and I purchased it. On the way home, within five miles, the check engine light came on. I called IWD and they indicated that it was probably just a sensor issue and to bring the car back.March 1, 2025, I returned the car to IWD and left it with them. March 2, 2025, I was told that the car was fixed. On the way home, within 5 miles, the check engine light was lit again.March 2, 2025, I took the car to an authorized Buick Dealership and upon inspection it was discovered that the *** was replaced with an aftermarket part that was too small to clear the diagnostics and was causing the check engine light issue. They said that a larger genuine part would be needed to ensure no future issues.March 3, 2025, I took the paperwork from the Buick Dealership to *** and gave it to *******, the Service Manager. He agreed to replace the *** with a genuine part. I left the car with *** at this time.March 23, 2025. The car was ready for pick up.March 26, 2025, I took the car to the Buick Dealership for other repairs. I was told that the *** was replaced with another aftermarket part.April 7, 2025, the check engine light came back on. I took it to the ***** Dealership and they indicated that the *** was failing to clear the diagnostics and needed to be replaced with a genuine part. *** was called several times regarding the repairs needed with no response.April 9, 2025, I gave the go ahead for the Buick Dealership to proceed with repairs.April 11, 2025, I called *** and spoke with *** ***** and requested reimbursement for the ***. He said that the ** would be calling me to discuss the issue. To date, I have not heard from the ** or anyone else.

  Business Response

  Date: 05/23/2025

  Ms. ******** purchased the 2017 Buick Encore in February of 2025. Prior to the sale, *** replaced the Catalytic Converter on the vehicle. The customer was able to inspect, test drive, and opted to purchase the vehicle on that date. The customer came in the following day and stated that she had experienced a check engine light on the vehicle. IWD removed the catalytic converter, conducted multiple tests to ensure that other parts and sensors were functioning properly. IWD then re-installed the converter, and again tested the vehicle multiple times. *********** Manager then took the vehicle on an extended test drive, conducted multiple key cycles and failed to duplicate the issue that the customer was experiencing. Several weeks later, the customer indicated that she had taken the vehicle to another shop and they were telling her that the part installed was incorrect. IWD disagrees with this diagnosis and stands behind the work that was completed. 

  Customer Answer

  Date: 06/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  

  IWD is not being entirely on the up and up in their response. Yes, they initially replaced the *** on the car, but it failed within 2 miles after driving it off their lot. IWD was given paper work and was notified that this particular car is not suitable for an aftermarket part, and they agreed to replace it a second time with a genuine part. 
  IWD had my car for 22 days for the second repair. As soon as I got it back, the same day, I took it to a dealership for other repairs that were needed and thats when the dealership discovered that *** used another aftermarket part. Again, I was told by the dealership that it will probably not adequately repair the issue since a genuine part wasnt used. Sure enough, within a few miles the second *** failed. 
  The delay that IWD indicated in their response was due to them having my car in their shop for over three weeks. There was no delay on my part. (See original complaint for timeline dates) As of this day, I have only put 20 miles on the car since the original purchase.
  It is inconceivable that *** will not do the right thing and pay for the repair that they originally agreed upon. I have spoken to an attorney and they stated that under Indiana Law that this is a breach of contract and negligence under Duty of Care and Breach of Duty. 
  
  Regards,
  
  ********* ********

  
  

  Business Response

  Date: 06/23/2025

  Indy Wholesale Direct stands behind its previous statement. We continue to disagree with customer statement. Our position has not waivered. 

  Customer Answer

  Date: 07/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. 
  

  I am not at all surprised by this response. They are part of the reason that the used car industry has a bad reputation. I am done wasting my time, and can only hope that karma has fun with them.
  
  IWD- although I understand a used car cant be perfect, it should be safe, and as a business you should be ethical. Your business is losing potential repeat customers by not doing the right thing, but it is obviously not a concern for you.
  
  Regards,
  *********

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/27/2025 I purchased a 2001 ****** Outback from Indy Wholesale Direct. My salesperson and his manager were very persuasive and heavily pressured me to buy the car. I was reassured that it had been through the dealership's service department and that everything looked good. They would not let me get a pre-purchase inspection for the car so I trusted them and bought it. After getting it inspected on 4/22/2025 by a mechanic we found that the brake line is cracked and in fragile condition, so now I cannot even drive the car since it is a major safety hazard. There is also substantial rust on the suspensions and the tires are over 12 years old. There is also a transmission pan leak. I have called the dealership on 4/24/2025 about these concerns and was told by ******* that he would talk to the ** about this. I called again on 4/28/2025 to check on the status, and was told that I would hear back by 4/30/2025. I had not heard anything back, so I called again on 5/1/2025 and ******* said that the ** said that they would not do anything about these issues. I will be taking this car to ****** on 5/6/2025 to get these issues fixed. I believe Indy Wholesale Direct is responsible for paying for the repairs for these issues since they thought selling a car in this condition was acceptable. Due to the condition of the brake line, I believe they have sold me a serious safety hazard.

  Business Response

  Date: 05/23/2025

  During the course of the transaction, the customer was offered an opportunity to have the vehicle inspected by an independent service facility. The customer signed a document stating that he was waiving that right and continuing with the purchase. The customer also signed a Federal Buyer's Guide stating the vehicle was sold "As-Is". The customer also signed a five page document as a supplemental As-Is Disclosure. The customer signed a document named "Rust Disclosure". This form lays out that due to the age of the vehicle and the location of its origin, the vehicle may contain rust or rusted parts, again offering for the customer to have the vehicle independently inspected prior to purchase. Our inspection also does not denote the information portrayed by the consumer. 

  Customer Answer

  Date: 05/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I would like to see records of the dealership's inspection of the 2001 ****** Outback that I purchased. I would like to understand why they believed this vehicle was ready to be sold. I would like to see what faults they have found through their inspection process, because after getting the vehicle inspected by a mechanic a few days after purchase, a few issues were uncovered. I can look past the rust, as I expected this with a car this old, but the brake line is not due to rust, and it is a serious safety issue hindering my braking ability. This fault should have been addressed by the dealership prior to the sale of the vehicle because the brake line could go at any minute, and this could result in serious injury or even death.

  Additionally, the tires were 13 years old and dry rotted, which were also a major safety issue, but I take accountability for that because I should have known to check the age of the tires before I purchased the vehicle. I don't know why the dealership believed it was appropriate to sell the car with 13 year old dry rotted tires, they could have at least put on some cheap new ones just to make it safe to drive.

  I just want clarity and justification behind the dealership's decisions.

  
  Regards,
  
  ***** Bitat

  
  

  Business Response

  Date: 06/05/2025

  Our position has not changed in this matter. The inspection that was completed did not present the problems portrayed by the customer. We do not agree to their findings, respectfully. 

  Customer Answer

  Date: 06/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I would like to see records and documentation of the inspection that the dealership has done on this vehicle.
  
  Regards,
  
  ***** Bitat
  

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They sold me a 2018 ****** Altima that I put 2800 down on. Before I could get the car it had to be repaired. It was driving well until the third week **** and it started to stop continuously and still was shaking due to the car brakes and bearings problems. I brought it back to the shop and it stayed there four days and there was still no resolution. The mechanic manager said I could take it home and it should not stop on me again but it did. I called the company. They said they would call me back. That happened on a Friday. I had to reach back out to them next Wednesday. They said come back in to trade it in. I thought they were giving me a replacement car. They did not! they ran my credit again (which was not apart of the plan) then came up with an offer I had to put money down and get a whole different loan on top of the loan I already have. I just want a replacement car because this is a lemon and it broke down before 30days.

  Business Response

  Date: 04/02/2025

  On 02/14/2025, IWD and Rickeanna Collins entered into an agreement to purchase a 2018 Nissan Altima VIN: 1N4AL3AP3JC236155. After the customer had taken the vehicle, she began to experience some mechanical/electrical malfunctions with the vehicle, causing it not to start randomly. IWD encouraged Ms. Collins to bring the vehicle back to the dealership where we would diagnose the issue at no cost. An attempt to remedy the issue was made and the customer took possession of her vehicle. A short while later, she began to experience the same issue. Ms. Collins then brought the vehicle back to IWD Service. It was determined that the vehicle was going into an Anti-Theft mode causing the vehicle to believe it was being stolen. This required a reprogram of the key and computer module which was done by IWD at no cost to the customer as an act of Good Will. This has been communicated with the customer and an agreement has been reached. 

  Customer Answer

  Date: 04/02/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23128442, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  The car is still at the dealership . The dealership have said that they have fixed the antitheft system but I have not seen or road the car to see if that is actually true. I called the dealership yesterday and it is not only the antitheft system, it is also the radiator sensor that is now going off for no apparent reason. The car is a major safety issue due to it randomly cutting off in the middle of driving. Which can cause major injuries to myself and other people  on the roads. The company is still working on the car but the car has multiple electrical issues that they have not been able to fix.  There are now random mechanical lights on in the car. Also the car is still shaking due to wheel bearing issues they promised to fix when I purchased the car. I need a replacement car due to safety issues that can occur.
  
  Regards,
  
  
  
  Rickeanna Collins
  

  Business Response

  Date: 04/14/2025

  The issue regarding the electrical failure causing the vehicle to turn off has been resolved. The customer indicated that she wished for further diagnosis on another mechanical issue that is not related to safety. Her vehicle is available and ready for pickup.

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23128442, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  This  dealership has continuously told me that this vehicle has been fix of its extreme hazardous electrical issues, and it has not been fixed. I have risked my life and my children’s life  driving this hazardous car. The dealership have told me that there is another electrical issue that could be related to the car shutting down. This car has multiple hazardous electrical issues, and yes I do want them to fix the other electrical issue that they told me about. I need a replacement car. There are multiple electrical issues are extremely dangerous!

  
  Regards,
  
  
  
  Rickeanna Collins

  
  

  Business Response

  Date: 05/01/2025

  The position of the dealership has not changed on this matter. 

  Customer Answer

  Date: 05/07/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23128442, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  The dealership was called today to see if the issue was resolved. The mechanic Patrick said they are still working on electrical issues related to the car. They are not able to fix the car at this point. It is now May. This started in March. I need a replacement car. They are not even able to provide a loaner car due to shortage.
  
  Regards,
  
  
  
  Rickeanna Collins
  

  Customer Answer

  Date: 05/20/2025

  Hello,

  No, the last time I called them, they said that they were still trying to fix an electrical issue. I have not heard from them since.

  Customer Answer

  Date: 06/12/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23128442, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  
  
  [Provide details of why you are not satisfied with this resolution.]

  Date Sent: 5/20/2025 10:26:37 AM
  

  Hello,

  No, the last time I called them, they said that they were still trying to fix an electrical issue. I have not heard from them since.

  
  
  
  
  Regards,
  
  
  
  Rickeanna Collins

  
  

  Business Response

  Date: 06/23/2025

  The vehicle has been completed and is ready for customer pickup. Customer was supposed to be here over two weeks ago to pick up the vehicle and has yet to do so nor respond to IWD contact. 

• Initial Complaint

  Date:03/21/2025

  Type:Customer Service 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 March 17, 2025, I entered a purchase agreement with Indy Wholesale Direct for a vehicle. Prior to signing, the dealership failed to disclose mechanical issues but assured me the vehicle would be ready by March 21. After multiple ignored requests for updates, I still do not have the vehicle.Additionally, there are serious inconsistencies in the contract documents. DocuSign records show date and signature discrepancies, including altered timestamps and changed email addresses after documents were signed. My father, listed as a co-signer, signed on March 18, yet his date appears altered to March 17. My digital signature also appears different in final documents. Despite requesting written communication, the dealership refuses to confirm the return/refund process.I request an investigation into potential contract fraud and deceptive sales practices. I am seeking a full refund, including my $1,200 cash payment, $3,800 debit card payment, and confirmation that the contract is void. I have DocuSign records, contracts, and communication logs to support my claim.

  Customer Answer

  Date: 04/01/2025

  This dealership has agreed to a full refund. 

  Business Response

  Date: 04/02/2025

  As of 04/01/2025, Indy Wholesale Direct and customers ****** and ****** ****** have reached an agreement to reverse the transaction. *** disagrees with the statements and accusations made in this complaint but will assist the customers with reversing the transaction. 

  Customer Answer

  Date: 04/03/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A truck was purchased on 2/4/2025. There was a leak noted and the dealership put the issue on the 'We Owe' contract so we would buy it. The truck was left in their possession until 2/10/2025 when they drove it over 2 hours to our home. The leak was noted to be worse. We had to have it towed and the repairs are ore over $5,000. We have tried to reach a resolution and the *** ***** ***** continues to be vague and barely responds to calls to get this issue resolved. We opted out of the Arbitration Agreement to ensure a resolution. We can't even use the warranty purchased since the requirements are for the vehicle to be driven at least ***** mls and up to ***** for each separate visit for a max of $6,000. We want the repairs made and paid for so that we can actually drive this vehicle. They are aware that we can't drive the truck and there is a huge lack of trust with their service department.Other documents/pictures/videos/phone call logs/texts can be forwarded upon request.

  Business Response

  Date: 03/04/2025

  On 02/04/2025, there was a contracted purchase between Indy Wholesale Direct and the complainant. There was a We Owe at the time of sale for an oil leak that was to be repaired. In the subsequent days, the ****************** was able to locate an oil leak on the oil pan and it was ultimately replaced. The vehicle was driven by a technician and then left running in the service department for an extended period of time. There were no noticeable leaks or indications of further failure. The vehicle was then delivered by Indy Wholesale Direct directly to the customer's residence (over two hours away). The following day, *** was notified by the customer that there were additional oil leaks. I informed the customer that if he wanted to bring the vehicle back to the **** we would be happy to look at it and determine the failure. The customer indicated that he wanted it to go to another mechanical repair facility owned by a friend of his. The customer provided a repair bill in excess of $5000 that it wanted to be covered at another retail repair facility. *** stated that the work would need to be done at our facility. The customer stated that he was not going to do so. ***'s offer to have the vehicle inspected at our facility stands to this day. 

  Customer Answer

  Date: 03/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Our response is that we do not accept their offerespecially since it contradicts the phone offer. We are are asking for the entire amount listed in the Letter of Explanation 

  
  

  Please see attachments.
  
  Regards,
  
  ******* And **** ******

  
  

  Business Response

  Date: 03/14/2025

  The attachments that were uploaded and needed to use in reference to the response are not able to be viewed based on the format in which they were uploaded. 
  

  Customer Answer

  Date: 03/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Please see attached.
  
  Regards,
  
  ******* And **** ******

  
  

  Business Response

  Date: 04/02/2025

  IWD stands by it's original response to have the vehicle inspected at our location. Attachments sent by customer are not able to be viewed and do not change the stance of ***.

  Customer Answer

  Date: 04/09/2025

  We do not and will not accept your offer. First, a contradicts the voice recorded offer you previously gave us of $1500 that was not acceptable. And second of all, you are fully aware that we already had to have it towed to a shop because it was not drivable and the repairs have been done, therefore it is ridiculous for you to offer for us to drive the vehicle 2 1/2 hours for your incompetent service department to look at it when they shouldve done the repairs prior to driving it all the way to our house. It is also advisable that you release the title of the vehicle and have it sent to Spencer County clerks office immediately. It is illegal to withhold a title which prevents us from having it registered and able to drive. We have already spoken to the sheriffs department as well as the clerks office and verified this to be correct and will be speaking to the ************** of vehicle licenses to find out what the status is on their end. If you continue to disregard the attempts to rectify this situation by the BBB, as well as the Kentucky and Indiana Attorney Generals offices our next step is to file a small claims suit in ******* which will not only include the amount of the repairs and the towing fee, but all the expenses paid with the intent of rectifying this situation, as well as my time. Im not sure what the problem is on your end, but we have submitted everything twice and the representative of BBB has posted them for us herself. So whatever issues you may have not been able to pull everything up is something that you need to contact her directly, so that you can see all the evidence that we do have. Both ************************ representatives have the entirety in physical form which is also what will be presented in court.

  Customer Answer

  Date: 04/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  We do not and will not accept your offer. First, a contradicts the voice recorded offer you previously gave us of $1500 that was not acceptable. And second of all, you are fully aware that we already had to have it towed to a shop because it was not drivable and the repairs have been done, therefore it is ridiculous for you to offer for us to drive the vehicle 2 1/2 hours for your incompetent service department to look at it when they shouldve done the repairs prior to driving it all the way to our house. It is also advisable that you release the title of the vehicle and have it sent to Spencer County clerks office immediately. It is illegal to withhold a title which prevents us from having it registered and able to drive. We have already spoken to the sheriffs department as well as the clerks office and verified this to be correct and will be speaking to the ************** of vehicle licenses to find out what the status is on their end. If you continue to disregard the attempts to rectify this situation by the BBB, as well as the Kentucky and Indiana Attorney Generals offices our next step is to file a small claims suit in ******* which will not only include the amount of the repairs and the towing fee, but all the expenses paid with the intent of rectifying this situation, as well as my time. Im not sure what the problem is on your end, but we have submitted everything twice and the representative of BBB has posted them for us herself. So whatever issues you may have not been able to pull everything up is something that you need to contact her directly, so that you can see all the evidence that we do have. Both ************************ representatives have the entirety in physical form which is also what will be presented in court.
  
  Regards,
  
  ******* And **** ******

  
  

  Business Response

  Date: 04/14/2025

  Our position on this matter has not changed. 

  Customer Answer

  Date: 04/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear 
  to be very non complacent with a disregard to having any integrity or moral compass in even abiding by their own written agreementstherefore, if you still remain noncompliant and passive with this matter after the ******************************** gets in touch your attorney, we will proceed with the small claims suit.
  
  Regards,
  
  ******* And **** ******
  

  Customer Answer

  Date: 04/14/2025

  Addendum to previous messageyou are very complacent 

  Also, we still need the title sent to the Spencer County Clerk asapwithout the title it is not registered yet, nor is it legal to drive. And your request for the original sheriffs inspection and the insurance after the purchase on a vehicle that is no longer yours leaves questions as to what other inappropriate/illegal practices are happening with your company.

  Customer Answer

  Date: 04/30/2025

  At this point, the ******************************** is corresponding to the attorney for Indy Wholesale Direct, LLC regarding this matter. We have also filed a complaint with the Secretary of State regarding the issues that we have not received our registration information to have the vehicle legally registered in order to drive it. Our next step is to file a complaint in small claims court.

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About a year ago I bought a 2012 ***** CT200h from Indy Wholesale Direct. IT is a hybrid, and I'm aware of increased repair costs of a hybrid vehicle. I was sold an extended warranty for my vehicle, (which I would not have bought the vehicle without the warranty due to my knowledge of increased repair costs on hybrid vehicles) I had an issue with the vehicle, and had it towed to IWD to use my "disappearing deductible"Once I did that, their technician called and spoke to me on the phone. He claimed to be a master technician for ****** ************ who makes *****) and told me that the car would need an engine. I was then informed to file a claim with the extended warranty company. Once I did this, Indy Wholesale Directs story changed. Now, they are telling me it's an EGR Valve (which of course happens to not be a covered part) After looking more deeply into my paperwork, I noticed the warranty they sold me explicitly states that it is ineligible to cover vehicles with a rebuilt or salvaged title (which this ***** has)I've come to the conclusion (after not getting any answers or help from IWD) that once I submitted my claim with the extended warranty company, they noticed that *** sold the warranty to me on an ineligible vehicle, and told them they (IWD) would be responsible for repairs, due to them mistakenly selling me the warranty. At that point, *** changed their story from "needs an engine" to "probably an EGR valve" and told me I would need to pay them over $1,000 to get it fixed. The vehicle has been repo'd, as I had to purchase a second vehicle to continue getting to and from work and couldn't afford both payments. I have yet to receive any refund for the vehicle, warranty, or even an apology. All I've gotten is refusals to answer the phone and speak to me about it. I've filed a complaint with the ************************. Indy Wholesale Direct prays on struggling people, knowing that you can't afford to sue them when they steal your money.

  Business Response

  Date: 03/14/2025

  On July 13, 2023, ****** ******** and Jaxson ******* entered into an agreement to purchase a 2012 ***** CT. During the course of this purchase, the customers purchased 24 month/24,000 mile *************** Contract. The vehicle that was purchased by the stated customers was a Rebuilt Title Vehicle. At the time of sale, both customers were informed of this and signed the appropriate disclosures required by law. The *************** Contract is eligible to cover Rebuilt Titles despite the complainant's statements. The *********** hired an inspector to come and diagnose the vehicle failure at a later date. During this inspection the *********** determined that the *** valve was the point of failure and what would need to be replaced. The *** Valve is not a covered component under the **** Based on time and mileage since the time of sale, it is unreasonable to assume that IWD would have any prior knowledge of a failed component. 

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb. 1 I went to look at a 2013 ***** with my 24 year old and 13 year old for my 18 year old sons first vehicle. This was 2 hours away from our home. The sales person ***** advised us where to drive around at. We never went over 30 or 40 miles an hour. The salesman advised that all that was needed was a front end alignment other than that this was a good truck. Call me too trusting I guess I signed to buy the vehicle. My 25 year old followed me in the truck. We got on the highway and my daughter was on the phone with me the entire time telling me how everything was. The. She advised mom it will not steer. I cant keep it in the road. I said well lets find a garage and get the front end alignment. Next I heard my kids upset and crying mom I cant keep it in the road and a scream. I pulled over in the middle of the highway and an off ramp listening not knowing if my kids was hurt or what. Finally when my 24 year old strolled she said mom we about got hit by a semi I cant keep this on the road it will not steer its all over the place and I cant go over 30 miles an hour. Pulled over on the side of the road got eveyone calmed down and barely made it to the gas station to put 40 in gas and then to the closest garage that advised if all the issues on file they found. Also not a drop of oil was in the truck. The dealer had to know that this was not safe to drive and almost killed my children. There i no way if they serviced this they could not have know it was unsafe to even have on the road for any period of time and listening to my kids almost die was horrific.i called ***** at the lot said to have it towed back and they would pay for it on delivery. I have tried to contact them to retract the loan on a vehicle I do not have and still have not heard anything. I called was transferred from ***** to ***** and then ***** to ****** and call disconnected. I have sent ******* messages and no reply. So I have a loan that lied about an unsafe vehicle needs retracted.

  Business Response

  Date: 02/18/2025

  On February 11, customer ****** ****** entered into a contract to purchase a 2013 Chevrolet Silverado. At the time of purchase, the customer declined to have the vehicle inspected by an independent third party and purchased the vehicle As-Is. During her purchase, ****** also purchased an extended service contract. Ms. ****** later called to inform that she was experiencing mechanical issues with her vehicle. I advised her that if she were to have the vehicle brought back to Indy Wholesale Direct, we would be happy to look at it to assist with determining what was going on with the vehicle. A short while later, the vehicle arrived via tow truck and was entered into our service department. Our service department located the issue and replaced the sensor that was causing the malfunctions with the vehicle. The vehicle has been ready for pickup from the customer since that date. No expenses were charged to the customer for this service and the cost was absorbed as an act of Good Will by Indy Wholesale Direct. Ms. ****** has not returned our communication to have her vehicle returned to her.

  Customer Answer

  Date: 02/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  This is a lie. Not one person has contacted me. With in 20 min of leaving the entire front  end went out and again a semi almost killed my kids. The Sales man ***** advised only a front end alignment was needed and that this is a great truck.They knew we had a two hour drive home and did not even make it over 15 min down the road before their lie about killed my 24 and -3 year old. I did not speak with ******* when I called I spoke to ***** who advised to have it towed back to them and they would make it right and pay for the tow upon delivery. I live two hours away. Not one person has tried to contact me about anything. If it is drivable then they need to drive it to me 2 hours away. If it is trustworthy and fixed they should drive it to my home. Again two hours away. I dont think they know they almost killed my kids due to their lies and this is not a laughing matter. 
  
  Regards,
  
  ******* ******
  

  Business Response

  Date: 04/02/2025

  Ms. ***** has been in contact with our service department and was informed that she needed to come pick up her vehicle from our location. She declined to do so and it has since been repossessed by the lender. *** stands behind its statements to assist Ms. ***** throughout this transaction and have additional post sale repairs completed as an act of Good Will and at no cost to Ms. ****** The vehicle is no longer in the possession of IWD. 

  Customer Answer

  Date: 04/12/2025

  This is not  solved. Indy wholesale has had the vehicle since Feb first and still sending this to my credit. The attorney general is still investigating and I  have reached out to out to a lawyer. it is not okay to lie to someone to get a sale and then sale a vehicle that is not safe to drive with no oil and the front end goes out. The dealer knew a 23 and 13 year old would be following their mother home and it was for an 18 year old boy and the front end went out and about killed my kids going down the road. Its not okay to sale an unsafe vehicle and lie about the condition. 

• Initial Complaint

  Date:01/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 21st 2024, bought a car at **** wholesale in ******, *******. Purchased the warranty for the car on October 31st. Approximately 2-3 weeks later the vehicle stopped working because the transmission went out. The week, November 14th, we received a text message from the car dealership repair technician, stating that the vehicle needed a transfer case. The warranty company would need to approve the purchase and work. On December 9th, I was quoted $485.75 for the new transfer case. On December 11th, received another text stating that the transmission also needed replacement, when that was the real reason we brought the car in so it shouldve been taken care of back in November. At this point, I was told I would have to wait another 2 weeks to know if the claim was accepted. On December 19th-January 13th, all communication stopped from the dealership. After asking for updates and a response the dealership gave no communication. On January 6th, I gave a call to the warranty company and find out that the claim to fix the transmission was accepted under the warranty, which is over 3 weeks from the date the dealership told me they had submitted the claim. The dealership never communicated that the claim was accepted with me because the worker who talks to customers was on vacation. On January 13th, a text was given about the price for the new transmission and labor spent on the vehicle, new price of $1882.14 even with the warranty and the fact theyve had the car for 2 months at this point. A new transmission still 94had not been found and no work had been done on the car since December 11th. From January 14th-January 25th, the dealership mentioned how they were going to call the warranty company to try to get a new transmission. I have had rent cars, take Lyfts/Ubers to work, ask and pay for rides from friends and family. Not only am I down a car I had only had briefly but it has been an expensive inconvenience that the dealership has provided with no help

  Business Response

  Date: 02/20/2025

  On September 21, 2024, Indy Wholesale Direct entered into an agreement to sell a 2008 ******* Santa Fe VIN: ***************** to ***** ******* (customer). A period of time after the purchase, Ms. ******* began experiencing mechanical issues with her vehicle to which she brought it to *** for service. At that time, *** contacted the extended warranty company to process a claim for the transmission. The claim was approved for the part only. *** then tried to source a compatible transmission that would comply with the warranty companies standards. After weeks of attempting to locate the transmission, *** contacted the extended warranty company to see if they can assist in locating a transmission for the vehicle. To this date, neither *** nor the extended warranty company has been able to source a valid transmission for the vehicle. *** and the extended warranty company are actively still searching for the transmission. *** is open to alternate solutions to this matter.