A Better Way Wholesale Autos, Inc.

From: [redacted] Sent: Monday, February 26, 2018 3:12 PM To: [redacted] Subject: Complaint ID #[redacted]   I am writing this email in regards to updating complaint ID #[redacted]. I picked my vehicle up 1/30/18 at 6:50pm and after signing paper work...

stating all of the services that have been completed I went out to my vehicle to check that the new tires were placed in my back seat of the vehicle and that the old tires were removed from rear seat of vehicle (Incorrect tires were dismounted by the service shop that I work for to have correct size snow tires put on to wheels on vehicle and so there was no need for A Better Way wholesale to mount or dismount tires from rims on vehicle) and I found that the old tires were not removed from the vehicle and new tires were not placed in to vehicle even though the reciept stated that they did place them in in vehicle and reciept also stated that the brand was [redacted] but did not state which submodel of the tire brand it was. Once I saw that that service was skipped I went back in and spoke to general manager TJ and he said to give him a minute while he looked in to the issue and I said while he does that I will go start my car to start warming it up. Once vehicle was started the main issue that I brought vehicle in for which was for clutch & throwout/pilot bearing to be replaced was much louder than when I originally brought the vehicle in for the warranty service and I also noticed that the odometer was 89.8 miles more than when I dropped it off and that the vehicle was also a half tank of gas lower than when I brought it in (was at 3/4 full and upon picking vehicle up was 1/4 full with and MPG average of 20.1 MPG but was at 31.9 when I dropped it off). I once again went back in to inform the general manager of the issue regarding the clutch noise , did not mention gas used or distance traveled, and he asked to go outside and listen to the noise which he then did and agreed that there seemed to be a clutch noise present. We both went inside and spoke with a technician that was left working there since he was helping looking into the issue of finding where the tires owed to me were and he offered to test drive the vehicle to the other local shop a few streets over to listen to the noise and at the same time check to see if the new tires were over there. Once technician returned from test drive and checking for tires at other location he stated that it was the throwout bearing causing noise and also that the tires were not over there and he believes that they he was told to instal those tires on to another vehicle earlier in the day on to a [redacted]. The general manager offered to mail me the tires that were owed to me and I said that there is no reason to mail them and that I will come back once he calls me to notify me that they have arrived, I left the old tires that were suppose to be taken back which were [redacted] since I did not want to keep hauling them back and forth in my vehicle which the technician helped me unload two tires and I followed him with the other two old tires which we set inside front of shop garage door. I said I would have my lead technician at work look at my vehicle tomorrow 1/31/18 to check for cause of clutch noise that became worse after service was done and I would call with and update on what he said. Once going to drive vehicle home I noticed that the noise became even louder while driving and that the tone of the noise would change through all gears and I also noticed that the new key fob was missing the metal key which is to be used when key fob battery dies so you can still operate the vehicle (metal key was certainly in new fob since service advisor on monday 1/29/18 stated that the dealer ship was cutting key but would not be able to reprogram key until tuesday 1/30/18). Once I had my technicain inspect noise issue he said that he believes it is a input shaft bearing which is internal of transmission and to inspect any further that he would have to remove transmission and disassemble. I did not have him remove or inspect any further and that I was going to get a third opinion just to be safe before performing a large service like that. I called and updated TJ 1/31/18 around 5:30pm of what my technicians diagnosis of issue was and he said that I should bring vehicle back a better way and I responded with that I would like to get another opinion of the issue and that I was going to bring it to either a transmission shop of [redacted] dealership. I ended up bringing vehicle to [redacted] dealership ([redacted]) on 2/6/18 (R/O # [redacted]) and paying their diagnostic fee of $150.00 and the result of that was that they would need to remove transmission and inspect or damages from clutch replacement service from previous repair shop (which was a better way wholesale) and that if there is no damages and that it was a transmission input shaft main bearing noise which is was it is believed to be coming from that the repair be covered under the [redacted] powertrain warranty which covers 5yr/60,000 miles but if there is damages found then I would be charged for services since it is not a manufacturing issue and is due to inproper installation. I took the car for a couple of days to think about whether or not to chance putting any further trust in to a better way wholesale doing any thing further with my vehicle since I have been lied to on multiple occasions and I do not have any more trust in any service that they do, I did call and updated TJ on 2/6/18 with what the [redacted] dealership said from the diagnosis and TJ said that he would not reimburse me for any charges , which made me quite uncomfortable since I felt that he had no confidence in his technicains abiltiy since the repair would be normally free of charge unless the technician damaged something or incorrect reinstalled parts and also I asked regarding the tires to see if the new tires owed to me have arrived or not and he stated that they have no arrived yet but he would call me once they did and he also does not have any updates on the missing key portion. I ended up having [redacted] further look in to issue to see if there is a warrranty issue or if they damaged something during service which vehicle was brought in 2/13/18 (R/O # [redacted]). They called me with an update and informed me that the issue would not be covered under warranty since the transmission when the clutch was replaced was reinstalled incorrectly, I was told that the transmission was not original to the vehicle and that the build date of original placed in vehicle was from 9/12/13 and that current transmission was 11/7/13, missing bolts from bellhousing, most bolts that were reinstalled were generic bolts that were not correct for vehicle, transmission dowel guides between bellhousing and engine were not reinstalled and were causing transmission to be misalinged and were causing new clutch and transmision to become damaged since it was moving around not properly secured to engine, also were there was holes of engine block were dowel guides would go through there was thread marks inmprinted in to from previous technicain trying to force bolts inside and not correct dowels, new clutch installed was cracked in two areas and bellhousing of transmission was damaged from misaligned parts. Due to amount of damages from A Better Way Wholesale improperly replacing clutch and pilot bearing the transmission assembly and clutch would have to be replaced and that the service would cost $4151.22.  Earlier today I went to A Better Way Wholesale and spoke to TJ for a final time regarding  the transmission issue that his technician did not do his job correctly which resulted in me having to purchase a new transmission and clutch , upon talking with him I brought printed out copies of reciepts of dealership diagnostic , repair , and also original rental vehicle charges from when a vehicle was needed while they were incorrectly repairing my vehicle. I also asked about my tires that are still owed to me and the metal key that went missing from new fob. TJ hardly even looked at the paperwork provided which included detailed reciepts from expenses incured, a few pictures that were provided from [redacted] dealer ship showing damages, an [redacted] as built data sheet showing vehicle's build date to reference off of transmission build build date sticker that was on damaged transmission and his only response is that he will not imburse any of the costs and I responded with if I have to bring this matter to court I will, but was trying to make the situation easier for everyone and he said then that is fine so be it and I then left since he does not seem to have any care regarding the issues.     Cost of [redacted] rental vehicles during A Better Way Service - $191.76   [redacted] Dealership diagnostic - $150.00   [redacted] Transmission replacement - $4151.22   Cost of four all season tires (least expensive [redacted]) I could find since unsure of submodel that I was suppose to be given) - $263.88    Which comes to a total of $4756.86 and is not including the amount of time or amount of gas spent on trips going from home to there which is about an hour to hour and a half on a one way trip.

[redacted] and I are just the consumers here.  We were looking to your repair shop to “repair” any and all of the necessary issues the car had.  The request was not to follow exactly what the [redacted] Dealership in Fairfield had quoted us.  She explained she was having issues w/the speed and the car automatically shutting down.  Regardless of the $2500 quote that was provided by [redacted], you should have done your own analysis and fixed what was needed. To be clear, YOU DID NOT FIX THE BATTERY FOR FREE, you charged us a fee of $175. The day after your repair shop stated they “fixed” the problem (charging us $850.67) she was still experiencing the same issue, the car automatically reducing speed to the point she was left in tears.  How could she possibly trust that you will repair an issue when you yourselves sold her an unsafe car and after saying you fixed the problem, the issue was still there.  No one in their right might would go back to pay more $$$ or trust that the problem will be fixed at your shop. Therefore, she was forced to take the car to the [redacted] dealership in Greenwich where they charged her ~$550 to actually fix the problem.  They fixed the problem you claim to, and have billed us, for fixing.  The work you performed did not address the speed reduction problem whatsoever. Yet you are still keeping our $850.67.     The [redacted] dealership stated THIS CAR WAS ABSOLUTELY NOT ROAD READY AND SHOULD NEVER HAD BEEN SOLD IN THE CONDITION WHICH YOU SOLD IT.    The DMV complaint was closed out because this is out of their “jurisdiction” but we can pursue them again to help collect damages, assuming we receive a favorable judgment.

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]

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]

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]

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.

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 ...

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]

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!!!!!!!!!!!!!!!!!!!!!!!!!!

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.

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.

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.

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.

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: 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 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.

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]

Salesperson is in the middle of a serious family issue, and has been in and out, and the refund slipped through the cracks. We have processed the credit today. It may take 2 days before the credit gets applied to the credit card account. We are sorry for the delay.