A Better Way Wholesale Autos, Inc.

I have reviewed the complaint and the sales file for [redacted] The vin etch is 100 % optional and was signed off and acknowledged by [redacted] at the time of original deposit and again during delivery. If [redacted] does not think that is sufficient consent then the $198.00 will be refunded...

to him. The State of Connecticut changed the dealer conveyance fee from a non-negotiable item to negotiable in 2015. In order to provide fairness to all our customers we do not negotiate this fee, the fee can be lowered if the customer pays cash and elects to process their own registration. [redacted] elected for ABW to perform the registration.

I have reviewed the complaint filed by [redacted]. I have also reviewed the sales and service records for the vehicle purchased. [redacted] purchased an AS-IS [redacted] on November 28, 2015. On December 18th
2015 [redacted] brought his [redacted] into the service department for concerns that...

he had with the vehicle. The concerns were that the check engine light had come on, a headlight bulb went out, and he was concerned about the tire pressure. All of those concerns were addressed and repaired as an offer of good-will on an AS-IS vehicle. On April 7th, 2016 [redacted] brought his vehicle into the service department again with new
concerns. At this time [redacted] was concerned about a clunking noise from the front of the vehicle, he needed to refill the coolant several times and add oil, and a parking light was out. Our technician determined that
the Anti-Rattle clips and control arms were worn. As a gesture of good will, ABW replaced the Anti-Rattle clips. [redacted] declined the control arm repair. In order to determine where the leaks were coming from, the
engine would need to be torn down. [redacted] declined the teardown. [redacted] was made aware of the repairs needed and declined them on April 7th. The vehicle has been available for pickup since then. The last
communication with [redacted] was April 25th @ 9:28 am when he indicated "we didn't know who we are dealing with and that he was going to contact his lawyer".
From the beginning we have helped [redacted] with concerns he had with his AS-IS vehicle purchase. After 4 months of no concerns we still helped [redacted] with some of what he requested but we can't possibly do it all.
If [redacted] is not happy with the service contract he can cancel it and a pro-rated refund will be applied to his auto loan.

The purchase order was signed for a non-refundable deposit. Once a customer agrees to buy the vehicle paperwork is signed and arrangements for a pickup day are made. Some times the vehicle is not able to be pickup that day because the customer needs to get financing or other items in order, such as insurance. If the items needed are available on the same day, the sales person moves the vehicle to the storage lot. The sales person driving the vehicle does not break the terms of the contract. The terms of the purchase order are clearly stated, your signature accepts those terms.

Complaint: [redacted]
I am rejecting this response because:This is not my transaction.   I did not purchase a [redacted] nor is my name [redacted]. 
Sincerely,
[redacted]

I completely understand your frustrations, however it has nothing to do with false advertisement or non refundable deposits. Your transaction was finalized and complete. The only obstacle that prevented you from driving off the lot that night was your delinquent property taxes. We understand that this is a major inconvenience to our customers but it is a rule that all dealerships must follow. All you needed to do was pay your back property tax and we would have been able to register your vehicle that day. We have other customers that have owed back taxes, paid them and then picked up their vehicle. It is hard to justify cancelling a transaction after agreeing to the terms and signing all documents. It was your choice not to pay the taxes and not pick up the vehicle.

Complaint: [redacted]
I am rejecting this response because:
It was stated that in good faith effort a 30 day/1500 mile warranty in case something went wrong. My complaint is that within that time frame something did go wrong. The most important issue that I have with this vehicle is the oil smell/leak. In my opinion this issue should have been repaired as this poses a safety hazard. Until my last interaction with the dealership , I was not informed that the issues were not covered under the warranties. Therefore I feel that this dealership is being dishonest. I am not satisfied with this response and would still need me car to be fixed. 
Sincerely,
[redacted]

During the 30days/1500 miles time fame I brought the vehicle to [redacted] for a complete multi point inspection and safety check on vehicle.  [redacted] INSPECTION REPORT 10/31/14 [redacted] 2.7T 2004 [redacted]
1)        NEEDS NEW BELLY PAN AND HARDWARE
2)        ALL FOUR WHEELS ARE BENT
3)        ALL FOUR TIRES ARE MISMATCHED
4)        NEED DRIVERS SIDE CONTROL ARMS
5)        NEED PASS SIDE UPPER CONTROL ARMS
6)        NEEDS PASS SIDE LOWER STRAIGHT CONTROL ARM
7)        NEEDS BOTH EXHAUSTS TEMP  SENSORS
8)        NEEDS DIFF. SEAL
9)        NEEDS NEW DRIVERS SIDE INNER GRAB DOOR PANEL
10)      NEEDS BOTH VALVE COVER
11)     CHAIN TENSIONER
12)     REAR CAM CAPS OIL GASKETS
13)      NEEDS BOTH OUTER TIE ROD ENDS
14)     NEEDS TIMING BELT SERVICE
15)      NEEDS DRIVER SIDE OUTER AUTO DIM MIRROR GLASS
During the 30 days/ 1500 mile dealer warranty every concern that I brought to your attention on Nov.1st-11th was not address. A BETTER WAY WHOLESALE AUTOS have not live up to their obligation from the day I made a down payment. My concern about an oil smell was never address from the day I test drive till now I still have oil problems check my [redacted] reports ** . On Nov.1st-11th 2014 you claim you replaced valve cover that's still leaking..But you never replace chain tensioner /rear cam cap, Timing belt, 4 Bent Rims ,Belly pan,Inner grab door panel. On Nov 15th 2014 I came in for oil light on dashboard while driving still having that problem you did an oil change. Every time I brought my car in for oil smell or called about oil light you say the same thing bring it down an I do but you will tell me the same thing can't find and have car from days to weeks. I would like 100% of  a working car.   When this vehicle was purchased from A BETTER WAY WHOLESALE AUTOS on 10/10/2014,
    I was informed that the vehicle was in mint condition. However the day the vehicle was purchased, a oil smell was detected. I immediately informed the business and the vehicle was brought in for inspection. In short, this vehicle was brought back to the business approximately 6 times and the issues remains unresolved. This business previously stated that the issues presented were nonexistent. When this vehicle was purchased, an extended warranty was also purchased. However, I have been told that these issues will not be covered and the warranties are not be honored. In conclusion, my complaint is that there are several issues with this vehicle is not being resolved are numerous attempts and the car being in there possession for days at a time. I would like my vehicle to be fixed 100% at their expense at a different business
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Third Visit .. what else can I say other than ANOTHER GREAT EXPERIENCE!! Antonio was our Salesperson who helped us with our purchase .. he was knowledgeable and provided us with his expertise to get the best car ... he made sure everything was done perfectly and that our time there was quick. John in Finance handled our paperwork, took care of everything and again got the best rate for us ... No complaints .. Cam also assisted in making our third visit enjoyable and positive ... left with a [redacted] !!! A VERY POSITIVE EXPERIENCE .. well worth it ... heading back with a friend in a few weeks ...

I have reviewed the complaint filed by [redacted] and [redacted]. I have also reviewed the sales and title documents. The [redacted]'s put down a $1000.00 non-refundable deposit on a 2013 [redacted] Sierra. At that time the [redacted] was removed from our inventory and made unavailable to other customers. There are no...

discrepancies on the title. The [redacted] of [redacted] was also contacted in regards to this complaint and they have also reviewed the sales and title documents. They confirmed that the [redacted]'s signed a non-refundable deposit purchase order and that there are no discrepancies in the title. The complaint has been closed by the [redacted] with no further action.The $1000.00 will remain on account for [redacted] or [redacted] to use on a future purchase at A Better Way.

I have reviewed the complaint filed by [redacted] and I have reviewed the information from the transaction. A Better Way offered to replace the tail light on the vehicle and the part was shipped on [redacted] [redacted]. A Better Way made this offer in a gesture of good...

will as most places do not honor damage done in parking lots. Since the vehicle was at the dealership for a few weeks, we made the offer to replace the important components.

This complaint has been resolved. John our finance director reached out to [redacted] to inquire about her letter. Our dealer representative at [redacted] got involved and revised [redacted]'s approval to match her letter for financing. Once that was complete ABW had [redacted] come back in to redo her paperwork.

If the customer had read the entire review, they would have seen that we have delivered over 16,000 vehicles!!!!! Yes sixteen thousand vehicles. With only 132 negative reviews, they would know that we have made 16,000 customers happy, and on average saved each one of them $3000!!!
If the customer had read the entire review, they would have seen we have well over 99% satisfied customers. We have achieved this unbelievable number due to many many repeat and referral customers.
If telling a customer ahead of time that the vehicle will take 3 weeks to deliver is bait and switch, the customer needs to read up on deceptive advertising.
We purchase over 400 vehicles each month and they all go through a 4 step process of checking out the vehicle before it is offered for sale. The vehicle is checked at the auction after purchase by an independent technician to verify condition and safety of vehicle. When the vehicle is received at our dealership it is immediately checked by our own technician for any safety concerns. If there are any, a third technician does the repairs, and finally the vehicle is run through a Connecticut inspection station which is another independent technician. Only when all these steps are concluded and the vehicle is found to be saleable, will it be offered for sale. It was during our inspection that we found that the [redacted] had an engine problem that would take at least 3 weeks to repair, due to the fact it was a rare German diesel engine. Unfortunately the customers statement that all diesel lifters are the same is erroneous. We wish they all were the same. If they were, we would have fixed and delivered the vehicle weeks ago.
We are in the business of delivering cars, not taking deposits.
If the customer had read our entire response, they would have seen that we offered to return their deposit.
I don't know what they are rejecting in our response. I don't know if the Revdex.com reads any of the responses either.
If they did, they would have told the customer we offered to return their deposit days ago, instead they just send another response out with no interest in trying to explain the problem to the customer and what we have already offered.
UNBELIEVABLE!!!!!!!!!!!!!!!!!!!!!!!!!!

Once the SD card was received from the auction it was then sent to the customer. The complaint should be resolved at this time as the customer has received the SD card.

I have reviewed the complaint and sales and service records for [redacted] [redacted] purchased an as-is 2007 [redacted] with 106658 miles on July 30,2016. [redacted] dropped her car off on September 7, 2016 for concerns she had with the vehicle with no appointment....

A Better Way gave a quote for repairs to be made and even made a offer of good-will by installing a new battery on an as-is vehicle. This complaint was also reviewed by the CT DMV who reminded [redacted] the vehicle was purchased as-is, the case was closed with no further action to be taken.

We told the customer that the vehicle would not be delivered for at least 3 weeks. The diesel engine in the 2005 [redacted] is a rare vehicle, which most of the hundreds of dealerships the customer mentions have never seen a diesel [redacted]. We are not trying to install the wrong parts as the customer states....

We are waiting for the correct parts so the repair can be done correctly. We have delivered over 16000 vehicles over the past 5 years, and have done so not by installing the wrong parts, but by doing correct repairs and telling the truth to our customers. We are refunding the deposit to the customer. The customer will not easily find this type of vehicle, and especially for thousands less than the market price.

Complaint: [redacted]
I am rejecting this response because: I spoke to John [redacted], he promised to refund my $1000 deposit+$211 extended warranty down payment, but he refused to reimburse my expeneses which I've inquired during this ordeal. $54 Full Tank of Gas, $138 Chevy Dealership diagnostics, $110 Uber fees + $10 Train ticket. For the total of $312.00
Sincerely,
[redacted]

I have reviewed the complaint and sales file for [redacted]. [redacted] purchased and financed a [redacted] on September 23, 2017. ABW has an obligation with each lending institution to process the registration and perfect the lien. After the bank did their verifications, they finalized his contract on...

October 17, 2017. At that time ABW was able to begin the process of registering [redacted]'s vehicle. Due to the many individual circumstances of each transaction, we never advise a customer that they will have their plates in a week. [redacted]'s did not provide a stamped RMV1 form, this is a requirement with each [redacted] registration. As a courtesy ABW sends a representative to the insurance company to get the stamped paperwork and then the registration is processed at the RMV. The [redacted] RMV has a two day minimum processing window for out of state dealer transactions. So while we completely understand [redacted]'s frustrations, we have processed the transaction as quickly as possible. This is explained to all customers upfront and they are given the option to take their vehicle on the 30 day temporary plate or pick up their vehicle after the financing and registration process is completed.

Complaint: [redacted]
I am rejecting this response because: All the issues I was having prior I am still having. The noise is still present and the front tires are no good. There is still rattling under the hood and I don't want to keep taking it there and nothing is being done. I don't understand how you don't know there's a manufacturer warranty or an extended warranty on the could when I got it from ABW. Constantly getting the round and some of the people there are really rude. I had someone look at the car and the cradle was not replaced.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.  Pleaes do mail the refund check to my attention, [redacted] at my home address.  You have us on your mailing list but if you need my home address, feel free to email me directly at [redacted]
Sincerely,
[redacted]