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:08/16/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 bought a car here recently, then within 2 months, started having tons of issues and took it to a mechanic who said the car was "terminal" with severe frame damage, oil leak, clogged catalytic converter, and other issues that were a major threat to my safety and that the dealer was clearly aware of when selling me the car. The car starting shaking, jolting forward, and would not move at all in the middle of traffic which almost caused a major accident, and I had to pay to have it towed and am now having to pay to **** despite JUST purchasing this vehicle. When I called ****, the salesman, he was very dismissive and refused to give a refund because its a "high mileage vehicle". **** clearly took advantage of the fact that I was a single girl buying a car alone and used all the sleazy car salesman tricks (distracting me when I was test driving, pretending there was another buyer to rush my decision, etc). ********, the manage, bribes customers to write positive reviews before they leave the office, so do not believe what you read. The warranty that he used to bribe me ended up being switched out to a 3rd party vendor at the last second & was worthless for getting any financial help fixing the car. It is evident that ******** and **** do not have ethical standards. They do not care about their customers' safety or satisfaction AT ALL and only care about doing whatever they have to do to trick you into making the sale, which left me stranded with a completely useless vehicle. They need to make this right and refund me the price of the vehicle.

• Initial Complaint

  Date:02/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 it from A W Auto on September 12, 2023, and it had a low coolant warning sign within the initial days of ownership. The engine and head gaskets may have a significant problem. On September 19, 2023, when the coolant level once again dropped, a professional informed me. My vehicle will fail an emission test due to faulty catalytic converters, adding that the repair would cost $15,000. The ****** ****** **** Group, where the engine replacement was performed, was subsequently referred to me by AW after I contacted them. My coolant reservoir was once again at a low level after two weeks; I proceeded to fill it weekly. However, I was only able to avoid low coolant and overheating for an additional three weeks before the issues reappeared. With the intention of seeking assistance from AW, I didn't receive a response. Despite the mechanic's attempts to resolve the issue, the dealer, who had assured relief, failed to reimburse the mechanic for the necessary repairs. On January 6, 2024, my vehicle produced a multitude of error codes in response to snowfall, including gearbox problems and faulty electrical components. After attempting to diagnose the issue the following day, ****** ****** **** was tasked with towing the vehicle to his shop, per my request. I called AW several days after completing the towing, and eventually I had enough. It was when I contacted AW that warranty complications arose. I was without a vehicle for nearly a month as a result of the dealer's refusal to cover the repairs and the mechanic's disagreement with the terms of the warranty, which was limited to 3000 miles over three months and expired when the mileage reached that point. Once at Mavis, on January 18, 2024, I was informed that two of the vehicle's four tires were completely bald and two were approaching baldness; as a result, the vehicle failed inspection.This vehicle is effectively non-functional and creates a hardship for a service member on active duty.

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2013 Chrysler town and country touring on July 25, 2023. I seen the van on car **********. They told me that I could not take the vehicle the same day because it had to be cleaned up. I could not pick the vehicle up the next day as promised either because Jonathan said the vehicle motor mount had to be replaced. I later found out that the sales person Eric was suppose to call me to notify me but he never did. After I waste time after work to pick up the car. He offered to buy gas for the vehicle but I never recieved it. So I decided to speak to the head person in charge which is Jonathan. When he told me told him to call me. After I finally picked the vehicle up no later than 4 days the engine came on. Two codes were there. I called to notify them. They repaired the vehicle but on my expense. I had to pay twice to pick up the vehicle because of their negligence. The vehicle could not have been inspected properly. Never the less, Monday August 10, 2023, the van would not start. I called Jonathan to see if they will be willing to help and I was told that it is normal wear and tear and that it is past the thirty days. I truly believe that they knew the car had issues before they sold it. It probably was a trade in all along. There need to be better laws written for the consumers who work hard to give them business. Now as a single parent I have to pay a car note for a vehicle that I cannot use to financially assist me. It is not fair to the workers. I will not buy a car from them again.

• Initial Complaint

  Date:09/01/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 used vehicle from this used car dealer while also trading in my old vehicle on 8/13/22. I did not have a good experience at all. My issues with them boil down to 2 things in particular. First is that they apparently charge a dealer prep fee and I know other dealers do this but my problem is that I asked earlier on in the negotiation what the total costs would be and they did not disclose this to me, they only put it on at the very end. They stated they lowered it about $1000 from what they usually charge (from about $2k to $1k). The second issue is what they gave me for the trade in of my car which I found out through them that it had a branded title via Carfax. Because of this they stated it would be an issue reselling. As such they only offered me $10,500 for it. Yet they have already turned around and sold it, I believe for $19,000. Below is the listing for my car that I traded in that they relisted and sold.https://www.awautotruckwholesalers.com/2013-Mercedes-Benz-E-Class-**************************-**-Lodi-*******-**********-Bergen/used_car/K2XDNHmuYqw%3d And to add one more point to top it all off, it took about 6 hours from the time I arrived till the time I left, they were literally closing up by the time I left. I found this quite excessive time wise, I would have preferred they told me upfront that this was going to be so long.While one can make the argument that I was free to walk out at anytime, I would argue that they should be doing business in good faith and ethics at all times. Given my experience, I don't believe they were.Not sure if anything will come of this but best case scenario would be some amount given back to me to make up for the surprise fee at the end and the low ball trade in value. Thank you for you time and consideration. Please let me know if you have any questions.

  Business Response

  Date: 09/21/2022

  Thank you for your email. I am sorry to hear about ************** complaints. We do charge dealer prep fees that are advertised on our website. If ********** thought that we were being deceitful, he did not have to buy the vehicle.  Unfortunately, ********** has not mentioned that we sold him a great car that was made retail ready and under market value.  He then mentioned that we paid him too little for his car that was listed TMU on title.  We paid market value for his car which we still have not been able to correct the title due to the different bureaucratic agencies involved. We also had to invest money to get his traded in vehicle to retail ready status. Please remember we are a business with many bills, taxes, payroll, rent, advertising, etc. Thank you for all your attention to this.

  
  

  Customer Answer

  Date: 09/22/2022

  
  Complaint: 17810337
  
  I am rejecting this response because:
  

  In regards to the dealer fees, they did not address the fact that during discussions, I had asked for all the fees and they did not disclose all of them, they only brought it up the one at literally the last minute.  Are they saying that is how they do things?  That they will give one number upfront and then show another at the last minute? 

  In regards to the trade in, I would like to know what "work" they did, considering the fact that they had the car listed within 3 days of the trade in and sold in less than 2 weeks.  What exactly cost them that much time and money?
  

  Lastly, the also failed to even discuss the fact that I was made wait 6 hours.  Is that how they operate, make people wait all day?  Frankly I wonder now if they did that intentionally to wear me out so that they could literally rush everything by me so that I wouldn't question things.
  

  
  Regards,
  
  ************