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Business Profile

Used Car Dealers

Auto Wholesalers of Hooksett

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/14/2025

    Type:Sales and Advertising 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 am a widow and needed a newer vehicle. I purchased a 2016 ******** from this dealer in Oct of 2024, explaining that I needed a newer vehicle. This car only had ******* miles and was in good condition from what I could see. I was trading in my late husband's car and was told that this was a great vehicle. They told me that they follow the Massachusetts Lemon Laws because they sell to people from ************* all the time. I didn't get the extended warranty because of the mileage and year, and the salesman agreed that I didn't need it. I asked why it was traded in when it was so low and the year, and was given a reason that people trade up all the time. I went to get a trailer from U-Haul and noticed the trailer hitch was rotted. I reached out to the dealer and they agreed to repair it because it was within the timeframe of their 30 day and ***** warranty. When I looked closer, I also noticed lots of rust hidden by paint as it appeared the whole car had been repainted. The transmission blew on January 11, 2025, 3 months after I purchased the car. I was traveling to ** with my grandkids, daughter and son-in-law. We were stuck on the side of the road in **, and had to have the car towed. We had to rent to separate cars so the kids could continue on to **, and I followed. The cost to repair the car was approximately $9000 and it would take 3 weeks to get fixed. If I was to have the car shipped back to *************, it would have cost $5600. I didn't get the extended warranty because of the mileage and year, and the salesman agreed that I didn't need it. I called the Dealer about this issue on January 13, 2025 and they immediately threatened litigation when I said I was going to have it towed to have them repair it, as they were aware the transmission was going to fail. I was threatened with litigation if I did so, and that I would need to take them to court to have them fix the car. I couldn't afford to have it towed so I left it in **************.

    Business Response

    Date: 01/14/2025

    ****** purchased a 2016 Chevrolet Suburban with ******* miles in October of 2024.  This vehicle was sold with our standard 30 day ***** mile New Hampshire safety inspection 56 point checklist warranty, prior to the purchase, *** ***** took the vehicle to a Massachusetts service station to have the vehicle looked at, it also passed the Massachusetts safety inspection guide lines.

    Prior to the completion of the sale, we as a courtesy replaced a ***** *** hitch as part of the deal and at no additional cost to her.

    At the time of the sale, *** ***** was offered an extended warranty, she signed off on several documents that she declined the purchase of an extended warranty and she was aware of the limited 30 day/***** mile warranty that came with the purchase of the vehicle. 

    We stand behind our vehicles, ****** called yesterday threatening legal action and bringing legal action in regards to the current issues she is experiencing, this is the first time in 3 months that we have heard from her, she has also traveled extensively with the vehicle and she is using for towing.  This vehicle passed a State of New Hampshire safety inspection and also it passed a Commonwealth of Massachusetts safety inspection,

    *** ***** is way beyond the warranty scope of this transaction, the vehicle was sold with a 30 day/***** miles ************* 56 point safety inspection, it is clearly 3 months later and an unknown amount of miles has been put on the vehicle, this also falls with the jurisdiction and laws governed by the State of **************

    The following documents signed by ****** ***** are attached:

    Purchase and Sale agreement front and back

    Buyers Guide front and back

    Warranty disclosure 56 point safety inspection warranty

    Settlement disclosure

    Warranty disclosure

    Customer Answer

    Date: 01/15/2025

    Good Afternoon!

    The car was never taken to any service station to look the it over.  It was taken to a Service Station for the vehicle to be inspected, which is standard procedures.

    After looking at the car more closely over the last month, I have noticed that there is significant repainting that had been done to also hide the fact that there is a large amount of rust.  The fact  that the trailer hitch was falling off the frame should have been noticed when the dealer was doing their 25 point inspection they claim they do.  I had to take that back to them and have them repair it.

    When speaking with the Salesman and the call I had with the General Manager on Monday, 1/13/2025, I can tell that they were aware of the issues with the car.  The Salesman specifically stated that they follow the MA Lemon Laws because they sell to MA residents.  As soon as I mentioned that, the General Manager spoke of litigation.  In addition, both the Salesman and the General Manager stated that why would I need an additional warranty with it being a 2016 and 112K miles on it.  They knew this car was garbage and took advantage of the fact that I am a widow and needed a vehicle.  

    The attached document is from the station in ************** that looked the car over when the transmission failed.  This has caused catastrophic issues for me, as now I have no car and having to use rentals to get home, causing me even more financial distress.  I feel this company owes me the cost of the car and for all the additional things I had to pay for because they sold me a car they knew was going to fail.  Using the excuse of the extended warranty is trying to hide the fact that they were fully aware of the situation, when they kept saying the car had low mileage and was a 2016.  Again I have attached the document from the station in ************** that shows the failure of the transmission.

    I don't have the money to fix the car and I don't have the money to get the car back to **************  There needs to be some resolution to this financial loss that I am suffering,  As I mentioned, I'm a widow and I don't  have this kind of money to throw away.

    Business Response

    Date: 01/15/2025

    We feel that we addressed the issues ****** brought up in our pervious response.  We do not sell vehicles with know issues we are not hiding anything.  Despite her saying the vehicle wasn't looked over when she brought it for the Massachusetts state inspection is inaccurate, an inspection station must inspect the vehicle to make sure it passes the inspection.  She has traveled thousands of miles while towing.

    The Suburban passed both State of NH and ***************************** safety inspections.

    We offer extended service contacts on every vehicle we sell, this is an industry standard, this is not because we were hiding anything.

    Ms. *****, is well outside her original 30 day/1,000 mile 56 point NH Safety Inspection warranty.

    Our position in regards to this matter has not changed.

    Customer Answer

    Date: 01/24/2025

     
    Complaint: 22806707

    I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

    This has caused severe financial loss by a dealer I trusted to sell me a car that would last longer then 2 months.  Had this been 2 years, it would be different.  But the dealer assured me the car had been gone thru all their inspection process and I don't believe they did it in regards to the main mechanics which includes the transmission.  I do still believe they knew it was faulty regardless of what they say and therefore ow me for the car, car rentals and unexpected hotel charges due to their negligence.  Yes, negligence.  

    They are still telling people they abide by the Lemon Laws in *************, and as such should be held responsible just as if the car was purchased in **************


    Sincerely,

    ****** *****

  • Initial Complaint

    Date:10/23/2023

    Type:Product Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The vehicle stalls out very often, takes 10-20 minutes to even start the car! Had way too big of tires on the vehicle that were very weather cracked! Can’t drive it far if really at all with out risking it dying in traffic or not even restarting. The muffler is held up by a wire! Check engine light is on! Just want a different vehicle of same value

    Customer Answer

    Date: 10/25/2023

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

    Date:03/30/2023

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

    Business Response

    Date: 03/31/2023

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

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

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

    Customer Answer

    Date: 03/31/2023



    Complaint: ********



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




    Sincerely,



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

    Business Response

    Date: 04/03/2023

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

    Customer Answer

    Date: 04/04/2023



    Complaint: ********



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





    Sincerely,



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

    Business Response

    Date: 04/05/2023

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

    Customer Answer

    Date: 04/05/2023



    Complaint: ********



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



    Sincerely,



    ***** *******
  • Initial Complaint

    Date:09/08/2022

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

    Business Response

    Date: 09/12/2022

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

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

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

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

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