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:01/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recently just purchased this in the middle of November and we are having a bunch of severe mechanical problems. We did purchase the warranty but it only will cover up to so much money. I just don't quite understand why this stuff wasn't mentioned while we were purchasing the car. We've literally only made one payment on it. Things that are wrong -engine jumps really bad -missing a motor mount -shuts off when we go to 80 mph -needs oil pan gasket replaced/ leaks oil -for some reason the front defrost and front blowers for the feet and top do not work at all unless if I've been driving for a little bit. And then when I come to a stop at a stoplight or stop sign it stops again. The back blowers work but does not blow hot air.-bad alternator -bunch of suspension issues -was told that the transmission fluid needs flushed -a lot of hose leaks with the transmission fluid and coolant -was told DVD player for sure worked. It does not. Will not read any disks or CDS

  Business Response

  Date: 02/20/2025

  On November 19, 2024, Indy Wholesale Direct and ******* **** **** (customer) entered into an agreement to sell the 2011 ******** Escalade (VIN: *****************). During the purchase, the customer also purchased an extended service contract on the vehicle. At the time of sale, the customer signed multiple documents stating that the vehicle is sold "as-is" and denied the presented opportunity to take it to an independent shop for inspection. On or around February 4, 2025, the customer brought the vehicle to our establishment, via a tow truck. From this date and time, *** has been working with the extended warranty company in an effort to finalize the claim. As of the date of this response, we are still actively waiting for the claim to be approved and finalized by the extended warranty company. The customer has been communicated with by our service department throughout the process. At this time, all efforts are being made to repair the vehicle. 

  Customer Answer

  Date: 02/21/2025

  Better Business Bureau

   

  The date of when we dropped the vehicle off was January 24th 2025... Not to sure why it is taking a month for the okay from insurance.... but 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:12/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 14, 2024 I purchased a 2024 ********** Outlander with less than ***** miles on it from Indy Wholesale Direct. Very soon after buying the car, I began to realize that on-coming vehicles would sometimes flash their lights. I didnt think much about it at first, but eventually began to think other drivers were wanting me to dim my lights which were already on dim On according to the indicator on my dashboard. It was a few days later when I pulled up in front of a store that I could see that one light was on bright. I started looking for a headlight at auto parts stores and found out that I could not just buy the headlight. The car would have to go to the dealer to have the complete headlight assemblies replaced. Since I have the remainder of the factory warranty, I took the car to a ********** dealer and was told there was nothing they could do under the warranty because the headlights that are in the car are not what came from the factory. They priced the factory installed headlight assemblies at nearly $*****. They told me to take the car back to Indy Wholesale Direct and tell them they should take care of it. I did that, and they will not provide information on how this happened or any assistance in remedying the situation. After just purchasing an almost new car with a factory warranty from them, I feel Indy Wholesale should be held responsible for the cost of the correct headlight assemblies. Im also concerned that they may have put other non-original parts in the car and I may encounter other issues in the future where the warranty has been voided. Its obvious that Indy Wholesale Direct, by not disclosing this information prior to my purchase, sold me an unsafe and illegal vehicle. I want them to cover the cost of putting the correct working lights in the car and I want assurance that computerized components related to the lights are as they should be and are not damaged and have not been replaced with non-factory parts.

  Customer Answer

  Date: 01/02/2025

  I was looking through my paperwork and looked at the sale listing and I see that they even charged me 1000 dollars more than what they were even asking for on the car. This place is proving to be an awful business. I really hope that they can redeem themselves because this is disgusting behavior, this world is hard enough as it is without these predators.

  Business Response

  Date: 01/29/2025

  On November 14, 2024, Indy Wholesale Direct and ***** ****** engaged in a transaction for a 2024 ********** Outlander Sport (VIN: JA4ARUAURU001347). During the course of the sale, Mr. ****** was presented the opportunity to visually inspect the vehicle, both interior and exterior. Mr. ****** was also given the opportunity to test drive the vehicle and ensure it's equipment functioned to his satisfaction. During the course of the sale, Mr. ****** was presented the opportunity to have the vehicle inspected by an independent third party company, to which he declined. Mr. ****** was presented with multiple documents during the course of the agreed upon sale, stating that the vehicle is being sold "As-Is" and in it's current condition. At no time, did Indy Wholesale Direct replace or manipulate any parts related to the headlight or its components. At the time of sale, and all time the vehicle was in the possession of IWD, the headlight in question was operating normally and without fault. Mr. ****** contacted our establishment regarding this issue and was presented an alternate option of having the headlight issue remedied to his satisfaction at a reduced cost due to our relationship. Mr. ****** was adamant that he would not come out of pocket to remedy this issue and wanted Indy Wholesale Direct to take full financial responsibility. Our offer to assist Mr. ****** is still available, at a significantly reduced rate than that of the quote given to him by another dealership. 

  Customer Answer

  Date: 01/30/2025

  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. 
  
  They definitely did not offer to let a third party inspect vehicle. In the response they stated that the headlight in question was working properly, then why when I returned with the problem did the service manager tell me that he believed it had the wrong headlight in it? Their response is blatantly full of falsehoods and I believe that they should be held accountable not lie their way out of it. Also it appears to me that putting not OEM parts in a vehicle this new is not legal and someone has committed insurance fraud when repairing this vehicle, I know a vehicle this new requires insurance to use original parts. I am still very much requesting compensation for this claim.
  
  Regards,
  
  ***** ******
  

  Business Response

  Date: 01/30/2025

  Our position on this matter has not changed. 

• Initial Complaint

  Date:12/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased (via financed with my bank) 2 vehicles from this dealership online with bill of sales dtd 9/20/2024. Both vehicles arrived approx 2 weeks later with temp tags (45 day tags). I began payments on the vehicles 11/4/2024. Approx 10/7/2024 I called the dealership inquiring about title and registration info so that I can register the vehicles in ** where I live and was told that they were being processed. I waited til approx 10/21/2024 and called back due to not receiving any registration or title paperwork and the fact that my bank (lienholder) had yet to receive the titles. Again, I was told they were being processed with no time of completion or estimation.I called and left numerous messages over the next month with no reply back from the dealership, and came to the point approx 11/29/2024 the temp tags have expired on both vehicles and are not legally driveable. on 12/2/2024, I received a letter from my bank (lienholder) that if titles are not received within 20 days of date of letter, my interest rate will be increased to 17.5% on each vehicle from current rate of 9%. I fwded this letter with hopes of causing urgency and still have yet to receive a reply or have this matter resolved by this dealership. I am now paying for 2 vehicles that cannot be driven and will soon begin paying an exorbitant amount every month due to no fault of mine. What recourse do I have at this point?

  Business Response

  Date: 01/21/2025

  Indy Wholesale Direct has had multiple contacts with customer regarding the title work on the purchase of his two vehicles. The *** Yukon that was purchased by Mr. **** was shipped directly to the customer on 12/19/2024. The Jeep Cherokee that was purchased by Mr. **** was shipped directly to the customer on 12/31/2024. There were significant delays caused by delays with the processing of out of state title work in **************. This issue has been remedied and the title work has been completed. 

  Customer Answer

  Date: 01/21/2025

  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,
  
  ***** ****
  

  Business Response

  Date: 01/29/2025

  There were two seperate deliveries made to Mr. ***** For VIN: *****************, it was delivered on 01/03/2025 at 2:31pm, based on the tracking number: ************* For VIN: *****************, it was delivered on 12/23/2024 at 3:04pm, based on the tracking number: ************* These packages contained all pertinent title information. It should be noted that the front door was photographed on both package deliveries and they are the same front door. 

• Initial Complaint

  Date:11/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2015 Mini ****** ********** from this dealership on November 6th.The vehicle broke down 9 days after purchase on 11/15/24. The next day on 11/16/24, ***, the salesman I purchased from, advised me to bring the vehicle into their service department, assuring me that "it could be something as small as a sensor issue." I had the vehicle towed into their service department on Monday, 11/18/24, using my roadside assistance, trusting that they would have this issue resolved for me shortly. I called the next day inquiring about the status and was told "the diagnostic on my vehicle was being run currently and someone would get back to me shortly.I waited. Heard nothing on Wednesday.I called on Thursday, 11/20/24. I was told I needed to speak with *****, the ** and that he would call me back by 1pm today. I never heard from him.I called on Friday, 11/21/24. I called in 9 times that day. I was told ***** would "call me back within 15 minutes." I never received a call from him.I called on Saturday, 11/22/24 I was transferred to someone name ******* who actually called me back. For legal reasons, I am documenting that ******* is the only person from this establishment that ever called me back. He told me they were "waiting on ******************* Monday, 11/25/24 I called again and spoke with *****, the *** I explained the situation again and that I was going on 10 days without a working vehicle. I asked for a courtesy vehicle since I've been without a car now for 10 days. He said they don't do that but he would try to make an exception. He claimed the vehicle I purchased needs a new engine. He apologized for the lack of communication and said I would receive a call back from him by the end of the day...He never called back.I am being advised to take legal action since the staff is completely unresponsive and even the General Manager won't return my phone calls.

  Business Response

  Date: 01/06/2025

  Customer purchased a 2012 Mini ****** on 11/06/2024 and declined any service agreement at the time of sale, instead agreeing to purchase the vehicle "AS-IS". Approximately 9 days following the sale, and after approximately 900 miles being driven since the time of sale, the vehicle had a mechanical malfunction preventing it from being driven further. Since the time of this complaint, *** and the customer have reached an agreement to repair the vehicle at a reduced cost and for *** to assist the customer with mechanical expenses as a sign of good will. The vehicle is being repaired, and has experienced some delay in repair due to parts availability on a 14 year old European vehicle. During the course of this time, *** has assisted the customer with providing her a loaner vehicle. 

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I bought the truck I was told I could cancel my extended warranty and get a prorated refund. I cancelled my policy in June and have not received my refund. I just keep being told the check will go out at the end of the week. It has been over 3 months.

  Business Response

  Date: 09/30/2024

  ***** submitted his warranty cancelation request on 5/27/24. On 6/6/24 Indy Wholesale Direct canceled warranty and a refund amount of $2,116.33 sent to Old National as this was the lean holder on his vehicle. Everything has been done on our end as of 6/6/24. 

  Customer Answer

  Date: 10/10/2024

  Waiting to get check in mail. They said they sent it in June but just talked with bank and they didn't get it til one week after I filed this complaint. So hope this is resolved but should have check sometime in the next week

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4-13-24 purchased a 2018 Infiniti Q50 Sport. Vehicle was sold for $28,000 with a car fax showing no accidents. Took to have vehicle aligned after purchase and vehicle had a welded sub-frame and cracked differential/trans case. Cost to repair was $3001.36 with salvaged parts and service and still needing to replace the bent steering knuckle for an additional cost of $772.06. Dealership offered $500 only and would not pay for the repairs.

  Business Response

  Date: 07/24/2024

  We have made several attempts to assist ******** with their concerns. However, the vehicle in question underwent a comprehensive multi-point safety inspection before being listed for sale, during which it passed all necessary checks.

  It is important to note that while we rely on vehicle history reports such as CarFax to disclose any past incidents, there are instances where accidents may not be reported by previous owners, thereby not appearing in these reports. ******** was made aware multiple times throughout the buying process that used vehicles are sold As-Is and was offered the option to purchase an extended warranty and chose not to.  Despite our efforts to resolve the issue, ******** has expressed a desire to not engage in a resolution process but instead to publicize their grievances online.

  Despite the challenges, we remain committed to customer satisfaction and are open to further dialogue to reach a satisfactory resolution.

• Initial Complaint

  Date:05/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the car and told them I only had 5500. They weaseled me into 6000 without telling me THEN AFTER I BOUGHT THE *** THEY PUT BACK ON THEIR SITE FOR LESS THAT I SAID I HAD. WHEN I BROUGHT IT UP TO THEM, THEY IGNORED ME. THIS COMPANY IS HORRIBLE. THE STOLE $1500 FROM ME... THEY ARE SNEAKY. THEY SAID THEY REPLACED OIL FILTER AND FEW OTHER PARTS. I TOOK IT TECHNICIAN AS SOON AS I LFT THE DEALERSHIP AND NON OF THE WORK THEY SAID WAS DONE ...WAS ACTUALLY DONE TO IT. THEY LFT THE OLD STUFF ON...

  Business Response

  Date: 06/05/2024

  On May 6th 2024 at 11:39 am ****************************** was checked into our showroom. ***** came in specifically on the 2012 ***** Sonic that was priced at $5,895 plus taxes, and fees which comes out to $6,550.58. ***** then told us she only had $6,000 to spend. We told her we would do $6,000 out the door. ***** then started talking about the vehicle having a leak and this and that and wanted us to fix it. We told her instead of fixing the leak we would rather discount the vehicle a little more and she can take it and get it done by someone else. She declined that offer.  We then agreed to take $500 off the sales price of the vehicle and repair the oil leak for her making the new sales price of the 2012 ***** Sonic $5,380.44 Indy Wholesale Direct and ****************************** agreed on $6K out the door and that we as Indy Wholesale Direct would fix the oil leak. ***** was checked out of the store after signing her paperwork at 1:49pm. The individual that does our price adjustments works offsite and was unaware the vehicle had just been sold 11 minutes prior. Our inventory system batches once a day and does not remove sold inventory until 12:01am the next morning.
  
  At 2:41pm ****************************** texts into the store stating I just got home and looking up the price of the car I bought (you still have to fix oil leak) if the asking price is this amountwhy did I just get charged 6000 got it?  We then responded to the customer and explained how our system worked as explained above.
  
  We also did exactly what we promised and fixed the oil leak in the 2012 ***** Sonic. Not once did we claim to replace parts outside of repairing the leak as that is all that was promised to the customer.
  
  Here at ********************** we pride ourselves on integrity and fairness and we believe  we have been just that with ******************************.  We were more than fair in our negotiations for the vehicle, we worked with her, and followed through with our word.  Please see documentation attached to back up all this information.

• Initial Complaint

  Date:05/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My experience with Indy Wholesale Direct has been deeply disappointing and frustrating. I purchased a vehicle from them on March 30th, and just a week into having the car, I began encountering significant issues, including smoking and transmission problems. Despite bringing the car in multiple times for repairs, the problems persisted, and the engine ultimately failed completely. Throughout this ordeal, the dealership's response was inadequate and evasive, as I was repeatedly forwarded to different people and then sent to voicemail. Their lack of accountability and unwillingness to address the defects in the car left me and my partner in a difficult situation, especially as we juggle work and school with only one functional vehicle.Adding to the frustration, when I posted an honest review detailing my experience, the dealership demanded its removal, citing a supposed contractual clause and even threatening legal action. They also refused to provide a loaner car unless the review was taken down, which is a clear violation of consumer protection laws. Despite having a warranty that should have covered the engine, they refused to honor it. Despite my efforts to seek a fair resolution, Indy Wholesale Direct's focus seemed to be on silencing my feedback rather than addressing the legitimate issues with their product and service. This experience has been a ***** reminder of the importance of transparency and accountability in customer relations.

  Business Response

  Date: 06/05/2024

  This customer brought the vehicle in and we diagnosed the vehicle and informed them it would be best for us to keep the vehicle so we could work on it. The customer was adamant that they needed to take their vehicle and continue to drive it as it was their only means of transportation. At this point we advised them that if they were going to take their vehicle that they needed to make sure they were constantly checking the coolant levels because it was leaking coolant and without coolant the vehicle could overheat and ruin the engine. They did not do what we advised them to do and took their vehicle and did not ensure it maintained the coolant therefore causing further damage to the vehicle. We were more than willing to help this customer however they did not want to listen to what our service department advised them to do.

  Customer Answer

  Date: 06/07/2024

  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. 
  
  Thank you for the opportunity to respond to the dealership's claims. I appreciate your assistance in mediating this issue. I would like to address the points made by Indy Wholesale Direct:
  
  1. Coolant Problem and Engine Overheating:
     - The issues with the vehicle began just one week after purchase, well within the expected period of reliability for any newly purchased vehicle. The car started smoking and experienced transmission problems early on, indicating pre-existing issues.
     - We promptly reported these problems to the dealership and brought the car in for inspection multiple times. Each time, we relied on their expertise to diagnose and fix the issues. Unfortunately, despite our efforts, the problems persisted, culminating in the complete failure of the engine.
  
  2. ******* the Repair Process:
     - At no point did we demand or rush the dealership to expedite the repair process. Our primary concern was ensuring that the car was safe and reliable. We trusted the dealership's judgment and followed their guidance regarding the timeline for repairs.
     - The dealership had multiple opportunities to properly diagnose and address the coolant issue and any other underlying problems. Their failure to do so cannot be attributed to our desire to have the vehicle back in a timely manner.
  
  3. Warranty and Vehicle Standards:
     - We have a warranty on the vehicle, and even though it was purchased "as is," the vehicle is still required to meet certain standards. The dealership did not uphold their end of the contract by providing us with a vehicle that met these standards.
     - The persistent issues and ultimate engine failure indicate that the vehicle was not in the condition it should have been at the time of sale. The dealership's inability to resolve these issues further demonstrates a failure to honor the warranty and contractual obligations.
  
  4. Ongoing Communication and Lack of Resolution:
     - We have made numerous attempts to communicate with the dealership, but we were often forwarded to different individuals or sent to voicemail, making it difficult to resolve the issue effectively.
     - The dealership's refusal to provide a loaner car or any form of compensation has placed a significant burden on us, as we are now functioning with only one car while juggling work and school commitments.
  
  In summary, we believe that the dealership sold us a defective vehicle and failed to adequately address the issues despite multiple attempts. We are seeking a fair resolution that compensates us for the financial and logistical hardships we have endured due to their negligence.
  
  We appreciate the BBB's assistance in this matter and hope to reach a satisfactory resolution.
  
  Thank you for your time and attention.
  
  Sincerely,  

  ******************* and ***************************
  
  

  Customer Answer

  Date: 06/07/2024

  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. 
  
  Thank you for the opportunity to respond to the dealership's claims. I appreciate your assistance in mediating this issue. I would like to address the points made by Indy Wholesale Direct:
  
  1. Coolant Problem and Engine Overheating:
     - The issues with the vehicle began just one week after purchase, well within the expected period of reliability for any newly purchased vehicle. The car started smoking and experienced transmission problems early on, indicating pre-existing issues.
     - We promptly reported these problems to the dealership and brought the car in for inspection multiple times. Each time, we relied on their expertise to diagnose and fix the issues. Unfortunately, despite our efforts, the problems persisted, culminating in the complete failure of the engine.
  
  2. ******* the Repair Process:
     - At no point did we demand or rush the dealership to expedite the repair process. Our primary concern was ensuring that the car was safe and reliable. We trusted the dealership's judgment and followed their guidance regarding the timeline for repairs.
     - The dealership had multiple opportunities to properly diagnose and address the coolant issue and any other underlying problems. Their failure to do so cannot be attributed to our desire to have the vehicle back in a timely manner.
  
  3. Warranty and Vehicle Standards:
     - We have a warranty on the vehicle, and even though it was purchased "as is," the vehicle is still required to meet certain standards. The dealership did not uphold their end of the contract by providing us with a vehicle that met these standards.
     - The persistent issues and ultimate engine failure indicate that the vehicle was not in the condition it should have been at the time of sale. The dealership's inability to resolve these issues further demonstrates a failure to honor the warranty and contractual obligations.
  
  4. Ongoing Communication and Lack of Resolution:
     - We have made numerous attempts to communicate with the dealership, but we were often forwarded to different individuals or sent to voicemail, making it difficult to resolve the issue effectively.
     - The dealership's refusal to provide a loaner car or any form of compensation has placed a significant burden on us, as we are now functioning with only one car while juggling work and school commitments.
  
  In summary, we believe that the dealership sold us a defective vehicle and failed to adequately address the issues despite multiple attempts. We are seeking a fair resolution that compensates us for the financial and logistical hardships we have endured due to their negligence.
  
  We appreciate the BBB's assistance in this matter and hope to reach a satisfactory resolution.
  
  Thank you for your time and attention.
  
  Sincerely,  

  ******************* and ***************************
  
  

  Business Response

  Date: 07/23/2024

  The car was up to standards when they test drove the vehicle, bought it, and took it home. After putting a good amount of miles on the vehicle the customer called in and states they were having issues with the vehicle. We asked the customer to bring the vehicle in for our service department to look at it. We worked tirelessly to help these customers. Upon them bringing calling in and brining the vehicle in for us to look at we advised them that there was a situation where their vehicle was leaking coolant. Our service department informed them that the vehicle needed to stay with us until the issue could be resolved. The customer said they couldn't leave the vehicle here. That they had no other means of transportation and they needed to drive their vehicle. Our service manager advised the customer that his professional recommendation was not to drive the car at all, but since they were adamant about doing so that they MUST make sure the vehicle maintained the proper amount of coolant or the vehicle would overheat. The customer acknowledged this and said they understood and would take the chance and responsibility. Against our professional recommendation they drove the vehicle and didn't check and maintain the proper coolant levels and the vehicle overheated. It is impossible to determine what future issues a used vehicle is going to have. All of our vehicles go through a multipoint safety inspection before they are every listed for sale. The issue could have been avoided had the customer listened to the simple advisement of our professional service staff. We tried working with the customer but they simply didn't want to help themselves here. 
  
  

• Initial Complaint

  Date:04/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2015 ****** Forester from this dealership on March 2nd, 2024. I gave them a $2,000 deposit and came back on the 4th with a check for $7,500. The car needed a new battery, so I brought one with me and changed it at my mom's house in ********* because they were unwilling to do it for me. I live in *********** so by the time I got home, the car sounded like it wasn't running properly. The next morning, when I started it, every light came on the dash, and it was misfiring as I was driving it. It was my only way to get my son to school and myself to work so it had to be driven. I ended up calling the dealership and **, the manager, told me they would be willing to fix whatever was causing the engine to fail. They came and picked up the car, as it was unsafe to drive the distance from *********** to ******, on March 7th. I was told they replaced a spark plug and it was all fixed. I picked the car back up on March 9th. About 15 miles down the road, the check engine light came back on, and the car started misfiring by the time I got back to ***********. I called the mechanic that I was in contact with to let him know that the car was still not running properly. He told me he was going to let Cj know and he should be in contact with me. My mom ended up leaving a bad review on yelp about how they claimed to fix the issue but didn't. Cj had seen the review and that's when he decided to reach back out to me asking what was going on. He was unaware that the car wasn't fixed. He offered to pick the car back up and fix it at no cost, again. He also offered to give me a loaner for the time being. The ****** was picked up and I was given a loaner on March 15th. I have since then asked Cj for a refund on the ****** multiple times with either no response or a denial. Cj has passed me off on to multiple people. He doesn't return my phone calls or texts. It has been over a month and they still haven't returned the ******.

  Business Response

  Date: 05/01/2024

  Cj, our GM was respectfully communicating with the moment the customer reached out expressing the issues she was experiencing. The only other individual that she has talked to outside of ** is ****, the mechanic currently working on her vehicle.  This vehicle went through a multi-point inspection, as all of our vehicles do prior to ever being listed for sale, and wasn't experiencing any known issues. This customer failed to mention here that they took it to a shop prior to bringing the vehicle back to us to look at when the issues occurred. We have been MORE than accommodating for this customer as not only has our service department been searching to diagnose the issue we have also put her in a beautiful 2023 **** Escape loaner car at no cost to her. We have ordered a new computer and upon arrival will take the vehicle to ****** to have old data transferred to new computer. It seems the issue became worse after leaving the shop the customer initially took the vehicle to. 

   

  Customer Answer

  Date: 05/08/2024

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

• Initial Complaint

  Date:04/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a vehicle from Indy Direct-2007 **** Expedition. Purchased a warranty when I bought the vehicle through Indy Direct. They have had the truck that we are still making payments on since January 23rd. *********** agreed to cover only half the cost for actual needed repairs. Was decided to go ahead and replace engine and would take about 2 weeks. It is now going on 3 months without my vehicle and truck still not repaired. The replaced the engine and say it is now misfiring, the week before they told us they were having wiring issues. Leading up to all this we brought to 2 different mechanics who both told us the warranty we had would definitely cover the issues we had with the truck. To date we are out $1014.80 and 3 months with no vehicle which is causing all sorts of hardship. And meanwhile continue to pay monthly for a vehicle that is not yet drivable. I am not so sure the service department is even capable of fixing/replacing the motor. This is not right

  Business Response

  Date: 05/13/2024

   

  This customer was handled with care from the first moment they first contacted us regarding the issues they were having with their vehicle. We promptly made a service appointment to evaluate the issues the customer was experiencing with the vehicle.  Between working with warranty company and locating and replacing engine the vehicle was returned to the customer as quickly as possible and the customer was always looped in with any and all communication.

  The customer has had their car back for at least three weeks now. The customer worked with *** our service manager and was shown exactly what was wrong with the vehicle and the customer seemed very friendly and understanding. We have done everything to ensure the customer received the best experience possible and they were happy upon receiving their repaired vehicle back. 

  Customer Answer

  Date: 05/13/2024

  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,

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