Complaints

This profile includes complaints for A Better Way Wholesale Autos, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  A Better Way Wholesale Autos, Inc.

  49 Raytkwich Rd Naugatuck, CT 06770-2223

• 

  A Better Way Wholesale Autos, Inc.

  423 Rubber Ave Naugatuck, CT 06770-3715

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:06/18/2025

  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 on May 9, 2025. Prior to purchasing the vehicle I was informed by my sales rep that there were several things wrong with the vehicle that they would fix prior to me purchasing the vehicle. Within a few minutes of purchasing and driving the vehicle the check engine light came on. I informed the dealership and was told to bring it in on June 16th. While driving the car on June 10th, the engine began to smoke. I immediately pulled over and called a tow truck company. The tow truck company towed the car to the delearship right away. Today, one of the service employees named Chrissy informed me that the engine is damaged, not repairable and not within warranty. I have proof showing that the dealership assured me that they would be able to fix the car under warranty moreover at no cost to me despite giving me the June 16th repair date. The delearship has also been made aware that the car that I purchased from them is my only source of transportation. This dealership knowingly sold a faulty/lemon car to me, purposefully gave me an appointment to repair the car a month later and they refuse to rectify the situation. This company also knew/knows that the car that I purchased from them is my only vehicle. They purposefully sold a lemon car to me, made false repair promises and purposefully gave me a repair date 1 month after I told them that the check engine light came on in order to ensure that once I returned with the vehicle that they would not be able to fix the vehicle!

  Business Response

  Date: 07/07/2025

  We have reviewed the complaint filed by *** ********** as well as the transaction and service records.

  Before selling the vehicle to *** **********, the vehicle's front and rear brake pads and brake rotors were replaced, both left and right control arms were replaced, the valve cover gasket was replaced, the rear pinion seal was replaced, and two tires were replaced.

  Since the vehicle was a 10-year-old ***** *****, ABW sold the vehicle AS-IS and urged *** ********** to purchase a service contract since a 10-year-old ***** ***** is likely to need repairs and the vehicle's repairs would be expensive.  *** ********** refused to purchase a service contract and signed a specific document called DECLINATION OF EXTENDED SERVICE CONTRACT, by which *** ********** stated that he would take responsibility for ALL repairs his vehicle may need.

  A little over a month later, the vehicle overheated.  *** ********** told ABW's service advisor that he continued to drive the vehicle anyway, which is made apparent by the melted engine covers and the failed engine.

  *** **********'s decisions to take the risk of purchasing a 10-year-old ***** *****, to decline service contract coverage, and then to continue to drive the vehicle when it started to run hot were his own and contrary to ABW's advice.

  ABW can best help *** ********** by offering to make the repairs at a discounted labor rate.  He should reach TJ C***** at ###-###-#### to discuss his options.

   

  Customer Answer

  Date: 07/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Within minutes of leaving the lot, the check engine light turned on. This was extremely concerning, as I had been assured by the dealership that the vehicle had been properly serviced and was in good working condition at the time of sale.
  
  
  I immediately contacted the dealership and was told that the earliest service appointment available was nearly a month later. Since that time, I have discovered that this is not an isolated incident. Several other patrons have shared similar experiences, indicating a concerning pattern: the dealership knowingly sells vehicles with existing mechanical issues and delays service appointments in order to avoid accountability. This practice appears deceptive and unfair.
  
  
  I have reason to believe the vehicle I purchased had known issues prior to the sale. The dealership’s delay in addressing the matter has caused me significant inconvenience, financial stress, and loss of trust.
  
  
  Resolution Sought:
  
  
  I am requesting a full diagnostic and repair of the vehicle at no cost to me, or a full refund in accordance with consumer protection laws. Additionally, I am asking that the BBB investigate this dealership for potential patterns of deceptive or unethical sales practices.
  
  
  Thank you for your attention to this matter.
  
  
  
  Sincerely,
  
  
  
  ******* **********

  Business Response

  Date: 07/21/2025

  We have reviewed the statements made by *** **********.  Unfortunately, we cannot confirm them.  *** ********** purchased the 2015 ***** ***** on May 9th.  He stated that he called ABW to report a check engine light within minutes of driving the vehicle, however our records indicate that *** ********** called to report a check engine light for the first time several days after the purchase, on May 13th. *** ********** went on to say he was given an appointment date of June 16th, however this too is false. He told our Service Writer that the appointment needed to be made for a Friday. She accommodated him by setting the appointment for the next Friday opening, which was May 30th.  *** ********** failed to bring the vehicle in for that appointment, and did not bring the vehicle in until June 10th, a month from purchase, after driving it while it was overheated, as previously described.  This vehicle was inspected multiple times before *** ********** purchased it, including an inspection by a third party, then the vehicle was sold AS-IS, due to the likelihood of a 10-year-old ***** ***** to need repairs.  *** ********** then refused the option to add warranty coverage to the sale and then a month later drove the vehicle while it was overheated long enough to actually melt plastic components under the hood, after failing to bring the vehicle in for a scheduled service appointment.  *** ********** made several choices which led to the current circumstances, nonetheless ABW was willing to help *** ********** by performing repairs at a reduced labor rate with no mark up on parts under its Good Will Policy.  If *** ********** would like assistance, he is urged to call TJ C***** at the number previously provided to discuss.
  
  

• Initial Complaint

  Date:06/18/2025

  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 Financed A used vehicle On April 19 . Since then I have had a hand full of issues with this vehicle . Including the transmission , water pump , power steering line & over heating issues . I have taken my vehicle to have the issues fixed twice . the first time they had my car for about a week told me that everything was good to go. Less than a week later the same issues came about again . I dropped my car off again to get this handled . I dropped my car off the 28th of May . And still have yet to receive it back ! Everytime I ask about a time frame or estimate I get the run around . By the way the vehicle is a 2014 **** ***** ******** . I feel like I was taken advantage of by this dealership from jump being that they are using the bait and switch tactic . You go there for a specific car and they tell you it was just sold a few days ago . Please help me with this matter I am very overwhelmed and stresssed not know what to do because my credit is on the line and I don't want the car to ***** ** **** in the long run.

  Business Response

  Date: 07/07/2025

  We have read *** *****'s complaint and we have reviewed the transaction and the vehicle's shop history.

  The vehicle is a 2014 **** which was sold AS-IS because it was 11-years-old with an odometer reading of 128,458.  *** ***** elected to purchase a service contract with the vehicle, a decision ABW supports when buying a used vehicle.

  *** *****'s suggested that ABW used a bait and switch technique, however the reality is that ABW sells an extremely high volume of vehicles on a first-come, first-served basis.  Because ABW sells approximately 300 vehicles per month or more, it is often that many people wish to purchase the same vehicle, often even at the same time!  Fortunately, with 700 or 800 vehicles in inventory, we are often able to match people with a vehicle that are even happier with than the one they originally inquired about.

  Since the vehicle was sold, it has needed two distinctly different repairs.  One was covered under ABW's Good Will Policy and the majority of the other was covered under the Service Contract with ABW covering the remaining amount.

  The vehicle was been returned to *** ***** with the repairs made. The matter has been resolved.  

   

• Initial Complaint

  Date:05/15/2025

  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.

  Bought a 2018 ******** ******** ********* ******* in April 2025. Car was given a 1 month complete warrenty. Having issues with traction control light, ! A with a circle around it, 2 separate error messages. Electronic stability control and start stop issues. Car hesitates when accelerating from a stop. Car has had 1 incident where car stoped at a light and would not accelerate while in drive. Trunk stopped working and driver seat belt would not stay clicked. The trunck got fixed and the seat belt now clicks closed. At the 3rd trip to ********* to repair car service manager Chrissy refused to assept my car until it had a deep cleaning.
  I was furious and insulted. My sales man helped out to deep clean car for me. On 4th trip to ********* to pick up car with nothing but a text message saying my car was ready and could be picked up after 3 days. I started car to leave and traction control light and !A light was on. Also low tire pressure light was on
  Saying tire pressure was 34, 40, 37, and 33. Car felt unsafe to drive. We left car to be fixed again. Everytime we go to ********* it is costing me gas and my time. A week, another week and then 3 days, currently unsure of when it will be fixed. Service manager Chrissy was unhelpful full, stated tire issue was not there problem. Seem like they don't want to do there job. They don't care.

  Business Response

  Date: 05/30/2025

  This matter has been resolved.

  To respond to the complaint filed by *** ********* we have reviewed the service history and discussed the matter with the Service Representatives who worked with the customers.  We found that the mechanical matter which began during the warranty period was addressed, however there was a matter related to the condition of the vehicle, in particular, the driver seat.  The seat was soaked with a liquid that was not water, which soaked into the pants of a mechanic.  We asked the customer to please rectify the condition so the vehicle could be driven, however they refused.  Ultimately, ABW's Sales Representative shampooed the interior of the vehicle so the vehicle could be driven.  The repairs were made and the vehicle is back with the customer.

   

• Initial Complaint

  Date:04/24/2025

  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 was sold an unsafe vehicle with out of pocket cost dealer will not honor . Dealer is also under investigation and in litigation on numerous suits .
  2 Bad wheel hub and bearing assembly’s money out of pocket
  399.56
  +261.37
  =660.93
  Dealer also forced me to use my paid for warranty illegally . Warranty covered 1205.56 depreciating the value of my paid for coverage in this amount .
  
  Tires 2 failures and 2 needs attention per paperwork and discussion money out of pocket
  582.70
  
  Battery money out of pocket
  199.63 = only issue repaid
  Standard procedure of complaint before applying for class action suit . This dealer is a disgrace and put my family’s safety in serious jeopardy.

  Business Response

  Date: 05/05/2025

  We have received the complaint filed by *** ****** and we have reviewed the sale transaction as well as the vehicle's service history.  We found that the vehicle was sold AS-IS because it was a 2017 ******* with a high odometer reading.  The vehicle was inspected four times by different technicians, including a third-part shop, before it was sold to *** ******.  As a result of these inspections, ABW performed approximately $1,000 worth of reconditioning work to the vehicle before the sale.  *** ******'s complaint states that two of the tires failed ** inspection, however the report provided by the Firestone shop which sold *** ****** tires, described the tires as being "Close to end of useful life."  An ABW representative called the ********* facility and confirmed that the tires did not fail inspection.  They were replaced at *** ******'s request during an appointment placed online.  Further, the vehicle was inspected at a third-party facility before *** ****** purchased the vehicle and all four tire tread depths were measured at 6/32", which is three times **** minimum tread depth requirement.  

  ABW did not force *** ****** to use his warranty.  There were repairs made to *** ******'s vehicle by a shop in ******* ** and it was that shop which claimed the warranty company.  ABW did not charge *** ****** when it performed a transmission service to the vehicle at his request, regardless of the fact that there were no current codes in the vehicle's computer related to the transmission.  Regarding the statements made about the vehicle's hub bearings, this work was performed by others well after the sale and after inspections performed by others after the sale did not reveal the need for hub replacement. ABW has no first-hand information regarding the work performed by others, ABW is not required to make ongoing repairs to vehicles it sold AS-IS, it is not obligated to ensure the vehicle passes inspections in any state other than **, and it is not required to reimburse for work performed by others at the request of *** ******.

   ABW performed work to the vehicle under its Good Will Policy and also reimbursed *** ****** for a battery replacement under its Good Will Policy, regardless of having replaced the battery as part of its reconditioning process before the vehicle was sold.

  Customer Answer

  Date: 05/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we will just go over the facts in court in either a class action or additional case held against this establishment . Thank you for the additional neglectful responses . Obviously the inaccurate information put down here and poor research done on your behalf can be yapped about all day long but the facts will silence you . I have the facts and your disgraceful response will be silenced . It’s just a matter of time just like all the others holding cases against this bad buisness . Management can only act like idiots for so long as customers do record and have documents punks 
  
  
  
  Sincerely,
  
  
  
  *** ******

• Initial Complaint

  Date:04/09/2025

  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 car with a better way wholesale autos on March 7. They gave me a runaround and I was not able to get the car until March 18. I’ve only had the car for about two weeks when the check engine light goes off. The car was priced at 7995 and I financed and put down a down payment. I bring it into the service department because I am paying for the warranty which covers any problems with the car. The issue with the car was originally spark plugs, but with no updates I’ve had to continuously call just for them to tell me that I need an entire new engine, a car sold with an engine issue That was not originally brought up? For the past week almost 2 weeks. I have been trying to get them to fix my car and they have not. They keep telling me that the warranty company is not getting back to them, but that just doesn’t make any sense.

  Business Response

  Date: 04/25/2025

  As Ms. ****** stated in her complaint, she purchased a 2014 model year vehicle for $7,995.  Due to the vehicles age and high odometer reading, it was sold AS-IS. 

  A few weeks after the purchase, the vehicle's check engine light began to illuminate intermittently.  ABW followed protocol by diagnosing the vehicle and making repairs, free of charge to Ms. ******.  The vehicle was ultimately diagnosed as needing an engine.  The engine replacement has been approved and a replacement engine has been sourced.  The replacement is on track for completion on or around 4/30-5/1.  

• Initial Complaint

  Date:03/18/2025

  Type:Product 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 vehicle that was unsafe and not working correctly. Initially needed Clutch installed. I asked numerous times if the car was inspected and up to code. There was an open recall on the car so we brought it to ******* in ********* for the recall. While there an engine light came on, oil leak was found, coolant is brown and unsafe. A better way initially offered to have car brought back to them and I declined as they didn’t do the job correctly the first couple times they had car. Now I contacted warranty who states the policy isn’t active due to not being funded by dealership yet.

  Business Response

  Date: 04/07/2025

  We have reviewed the complaint filed by *** ******* and I have discussed the matter with our Service Department.

  *** ******* purchased a 2015 ********** February 13, 2024.  A few days after purchase, the vehicle was brought to ABW's repair facility with a complaint regarding the vehicle's manual clutch. 

  *** *******'s Service Contract does not cover the manual clutch as it is considered a wear part, which is changed at interval, based on multiple factors, including driving style.

  ABW replaced the clutch free of charge.

  Since, *** ******* has brought the vehicle to ABW's repair facility with a complaint of dirty coolant and an oil leak.

  ABW made the related repairs to the ** under its Good Will Policy.

  The matter has been resolved.

• Initial Complaint

  Date:01/21/2025

  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 bought my **** ** 2021 from them in end of May/June. I bought extended warranty, which was for 36 months. I was driving the car for a 5 months then I started having massive amount of water leaking inside of my car where the lights is by the rear view mirror every time it rains outside. I couldn’t get an appoint until the month of January. The woman in charge of the service department is probably the most rudest, unhelpful person in customer service. She made it seem like I did not have extended warranty to begin with then she said I had to pay for the diagnostic fee for that day, but must pay an additional $400 for additional diagnostics before determining if whether or not warranty would cover the repairs. This car had this issue before I bought the car clearly. In addition, the windshield fluid does not hold causing me not to be able to drive safely when it rains or snows. So, I am driving with no fluids, which is the reason for the car not passing inspection. I am also driving the car while it is pouring inside the vehicle. Lastly, since it has been so frigid out the water leaking inside the car froze the drive shaft and I could not put the car in drive twice now. While driving the car two hours to **, I also had to rent a car for three days which is more money out of pocket. I need major help resolving this issue. I should not have to repair a car that has this type of damage when just purchasing a newer vehicle.

  Business Response

  Date: 02/04/2025

  We have received the complaint submitted by ********* ***** and we reviewed the vehicle service history and service notes.  The following is what we discovered:
  Ms. ***** purchased the **** on June 10th, 2024. The vehicle came with a 60 day/3,000 mile warranty.  Ms. ***** also purchased a service contract with the vehicle.
  On October 15, 2024 Ms. ***** called ABW’s service center and explained that the vehicle had developed a water leak.  Chrissi, ABW’s Service Representative, offered Ms. ***** appointment options of either the next day, October 16th, or October 18th.  Ms. ***** selected the opening for the next day.
  The following morning, October 16th, Ms. ***** called the Service Department and cancelled the appointment.  She was asked when she would like to reschedule, however she declined and said she would get back to us to reschedule the appointment.
  Two months later, Ms. ***** called and scheduled an appointment for January 14th.  
  Ms. ***** did not mention anything regarding the windshield fluid not holding during any of her calls.  Perhaps the washer-fluid tank has been filled with water, thus freezing and bursting the tank during recent low temps.  ABW would be happy to diagnose this issue and offer repair options.
  Per *** *****’s complaint, the leak developed 5 months after her purchase.
  The vehicle was approximately 3 months beyond ABW’s 60 day/3,000 mile warranty when the water leak started and is now several months beyond ABW’s warranty. Ms ***** should prepare herself for the potential that the necessary repairs may not be covered by the service contract.
  The $400 Ms. ***** referred to is authorization of the time required to diagnose the leak in case the cause of the leak is not covered by the service contract. If the failed component is covered, the $400 would not be charged.
  ABW suggests that Ms. ***** approve the diagnosis as soon as possible.  Neglecting water infiltration is a big mistake in a vehicle such as this ****.  The water is practically guaranteed to damage one or more of the several very expensive modules in the dashboard, center console, and/or under the carpet and these items will not be covered under the service contract due to the water infiltration.
  We urge Ms. ***** to call TJ C***** to authorize the diagnosis time before this problem becomes far bigger.  TJ can be reached at ###-###-####.  If Ms. ***** needs assistance bearing the expense of the repair in the case it is not covered, TJ will be able to offer options to help.
  Thank you.
  
  

• Initial Complaint

  Date:10/28/2024

  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 want to clarify upfront that despite purchasing a **** about 3 yrs ago, the true nature of this issue had not come to light until recently. The engine light came on during the test drive and we were told they would fix the issue. After a few weeks we were told there were faulty O2 sensors that had been fixed and they would send all the info to me regarding the repairs. We decided to get the car and the light came back on a week after purchase. Nobody would return my calls or emails. My son decided to try to fix the issue himself as time allowed. Unfortunately, he was off to college and emissions testing came and went with a failure that we could not resolve. Now we are at the point where we have already invested thousands of dollars and the car cannot be registered. I decided to take the car to a mechanic and after a few days they called me with the bad news. This is when the true level of deceit finally came to light. I went down and met with the mechanic who lifted the hood and pointed out grounding wires that do not belong there. And apparently, A Better Way Auto, as opposed to fixing what my mechanic suspects to be a faulty ECM, had grounded out the O2 sensors to the wiring harness which if I understand correctly just tricks the control module into thinking everything is okay and somehow cleared the engine light (temporarily). I was actually told there is nothing further they can do because of what was done to the car they cannot diagnose the actual issue and undoing all the bad wiring and figuring out what is actually wrong and getting it repaired would probably cost more than it is worth. If I cannot register the car it’s a total loss at this point.
  A week ago today I emailed the customer service rep noted on this site with a follow up a couple days ago and have had no response. My hope is that the mechanics there are familiar with this type of work around and can help remedy the situation so I can get the **** registered and back on the road.

  Business Response

  Date: 11/13/2024

  We have read Mr. *******'s complaint.  While we would like to help Mr. *******, the complaint is confusing and seems to contradict itself.  

  The vehicle at hand is a 15-year-old **** ******** which was sold AS-IS in 2021 with over 130,000 miles. 

  ABW spent thousands of dollars reconditioning the **** before selling it to Mr. *******.  ABW replaced the hood latch, repaired driver door wiring, recharged the battery, secured the data link connector, re-secured heater hoses, replaced the rear plate frame and lights, replaced the rear wiper arm, replaced all 4 of the vehicle's tires, replaced all brake pads and the brake rotors, replaced the front pinion seal, replaced all tie bars and tie bar ends and adjusting sleeves, replaced the fuel tank support, replaced the U-jioints, replaced the pinion seal, changed the engine oil and oil filter, and topped off all fluids Work also included several inspections, including an inspection performed at a State of *********** Emissions Testing Center, where the emissions system was tested and found to be in working order. 

  Since 2021, and over the last 10,000+ miles driven since the 2021 transaction, the vehicle has never returned to ABW with any concerns, and through ****** and Mr. *******'s complaint we glean that the vehicle has been worked on by shops other than ABW as well as also being worked on by Mr. *******'s son. However, Mr. ******* states that ABW's "...true level of deceit finally came to light" recently, when a mechanic told him that ABW grounded the vehicle's O2 sensors to trick the vehicle's modules.  The problem is that O2 sensors are always grounded.  In order to work, the system must be grounded and if they were not grounded, the check engine light would illuminate.  There is no way to "trick" modules as Mr. ******* described. 

  Mr. ******* concluded his email by asking ABW to look at his vehicle "...in hopes the mechanics at ABW are familiar with this type of work around..."  While we find this a bit confusing, since he first stated ABW installed this "work around", ABW can look at the vehicle and attempt to diagnose it at a reduced labor rate.  He can text or call TJ C***** at ###-###-####.  TJ will schedule the **** for a service appointment. 

  Thank you-

  Customer Answer

  Date: 11/16/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:

  This response is actually somewhat comical. I would love to know how my complaint contradicts itself. When I asked for the service records upon purchase I am ignored but all of a sudden with a BBB complaint I am provided with a laundry list of work that was done prior to purchase. Regardless, this list holds no weight because obviously no one would spend $12,000 on a car needing all that work. The funniest part is that the list does not include any work on the O2 sensors which is what I was told was fixed when the engine light came on during the test drive. 

  The only shop it has been to since purchase was to get a leaking rear pinion seal fixed (which sounds like it was already done by ABW, apparently poorly).  That shop actually told us we should not let our son drive the **** because of its poor condition, need of shocks, chassis mounts, etc.  

  I am no mechanic, maybe if I said the O2 sensors were not "properly grounded' that would make more sense?  But based on the recent diagnosis and speaking with that mechanic there was definitely some sketchy work done prior to our purchasing the vehicle.  I imagine if it was not done by ABW they would have noticed will ALL that extensive work they did "reconditioning" the ****. 

  I am not interested in a "reduced labor rate" whatever that rate may be. I would much rather pay a reputable shop full price to have to work done the right way than give ABW another dime of my money.  I should have listened to all the people that told me NOT to buy a car here is the first place. Lesson learned. Thanks for nothing.

  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:10/02/2024

  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 car (2017 *** ****** ******) from a used cars d****rship in ** called A Better Way Wholesale Autos (website: *****************************) on 8/10/2024.
  
  I paid $10650.43 for the car and an additional $1914.30 for a package which they advertised to me that was suppose to cover the car in full only excluding parts that wear out over time (eg wipers, tires).
  
  The business committed to repairing any unwearable components that goes faulty on the car (they stressed the fact that you cannot predict when the hybrid battery will go bad so I should definitely buy the warranty). I was also told I could diagnose and repair the car under the warranty at any *** d****rship near me (I took the car to *** and they could not find the supposed extended warranty in their records).
  
  Less than one day since I purchased the car, several check lights including the engine check light came up on the dashboard. I reached out to the sales person that facilitated the deal immediately complaining about the issues (screenshots attached). They promised to changed/repair several parts (automatic braking system, oil filters, brake pads etc) from the car prior to selling first saying that the parts were on ground and later that they were expecting the parts (now I am convinced that those parts were never changed, eg one of the check light warns about the automatic brake system also the Auto Hold doesn't work). They intentionally sold a faulty car to me.
  
  I have put in so much resources, time and money to have this issue resolved but it seems the business is not concerned. My first appointment with their service dept got cancelled (09/02/2024) and was rescheduled almost a month later. They did diagnose the car and asked me to pay $4000 for repairs (attached are all the issues found on the car).
  
  Possible solutions:
  1. Repair car. OR
  2. Refund in full my extended warranty payment since they now claim it doesn't cover anything on the car.
  3. Return the car and receive my money back.

  Business Response

  Date: 10/25/2024

  The hybrid vehicle was purchased AS-IS due to its age.  It was sold 8/10/24 with over 100,000 miles after passing a number of inspections, including an emissions test performed at a state licensed inspection facility. The vehicle would not have passed this test if the check engine light was on or if any of the vehicle's monitors detected any problems. 

  ABW has no record of cancelling a service appointment 9/2/24, however there was a service visit 9/25/24, during which the vehicle was diagnosed as needing a catalytic converter.  ABW offered to provide the labor involved if the customer would pay for the part, since catalytic converters are not covered by service contracts.  The customer refused to pay for the part.

  To resolve the matter, *** ******** proposes the option of providing a full-credit refund of the amount he paid for his service contract, to which ABW agrees.  If *** ******** could respond that he would like his contract refunded, we will process the cancellation.  Alternatively, ABW would be willing to cover $1,000 of the $4,000 replacement of the catalytic converter, and also provide the labor involved free of charge.  These good will adjustments would reduce *** ********'s out of pocket expense to $3,000 and he would still have his warranty in place.  ABW suggests this course due to the age, odometer reading and complexity of the hybrid system of this vehicle.

  Thank you.

  Customer Answer

  Date: 10/28/2024

  
  
  ********** ********
  
  
  
  I am rejecting this response because:
  

  I am not sure of what ABW meant by 'we will process the cancellation', will I get the total amount that I paid for the contract? (which was $1914.30; if this is the case, I am ok with that atleast). During the purchase, they advertised that everything will be covered (including the batteries, transmissions, electrical system) which is why I bought the highest level. I am very disappointed because they lied to me.

  Attached is a screenshot of the proof that I had an appointment on 9/2/2014 and was cancelled (you said you couldn't find it in your record?). Could you provide the repairs/service history of the car prior to selling it? I have a list of things that needed to be fixed, I will let you know if there was any oversight.
  

  Sadly, I am a student and I don't have any pocket money to support the repair (they only I can do now is to resale the car back to you if you cannot cover the repair).
  

  
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 11/01/2024

  Please clarify.  *** ******** has rejected ABW's response, in which ABW agreed to *** ********'s requested resolution; a full credit for the price of the warranty ($1914.30).  Then, however, in the body of the rejection, he seems to accept the resolution as he proposed.  

  We have agreed to *** ********'s proposed resolution and reaffirm our willingness to process the cancellation and issue *** ******** a credit for $1914.30.  If *** ******** would like to proceed, he may contact Bobby B****, ABW's Office Manager.  He will get the cancellation form to *** ********, so we may submit the cancellation to the service contract company.

  Once that has been processed, we will be happy to discuss *** ********'s options regarding trading the vehicle or selling the vehicle.

  Thank you.

  Customer Answer

  Date: 11/08/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that their response is pointing towards a successful resolution. Thank you!

  The business asked me to send documents to Bobby B****, I have already mailed my documents as requested by (********************), could they confirm the receipt of my warranty cancel processing documents? is that Bobby B****'s contact? I sent the documents on Oct 21st 2024 to the address provided in the attachment.

  Once I receive the refund as promised, I will want to proceed with selling the car back to the business.
  
  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:09/20/2024

  Type:Product 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 bought a car from this used car dealer approximately 2 weeks ago. When sold the car I was told there was structural damage and nothing else. I took the car to a voltswagon dealer where they identified that the engine was a salvage engine from a junk yard, it had no crash bar, airbags and a faulty clutch. If the fact the car had a salvaged engine been disclosed before purchase I wouldn’t have purchased the vehicle. When I confronted them about this I asked for my deposit back as they violated the terms of the contract under the unfair trade agreement act. They stated they didn’t have to disclose this, to me nor *** *** which I have in recording. I would like my deposit back, a check back to my bank for the loan amount and to be paid for the inspections I had done to the car.

  Business Response

  Date: 10/07/2024

  After extensive, multi-party
  re-inspections of the vehicle, ABW was unable to confirm *** ********'s
  concerns. However, this matter has been resolved nonetheless.
  ABW disclosed, both verbally and in writing, a ****** entry of
  previous structural damage before his purchase. This is not in dispute as he
  acknowledged this in his compliant. After his purchase, *** ******** brought
  the vehicle to a dealership that told him a crash bar was missing.  ABW
  agreed to look at the vehicle and verified through multiple inspections that
  the crash bar was there. We believe the dealer likely meant to note that a
  splash guard was missing, however that was not properly communicated to their
  service writer.  The dealer which told him that a crash bar was missing
  also quoted him $4,500 to inspect his clutch, noting they would have to remove
  the transmission to do so.  It is also noteworthy that *** ******** states
  he possesses recordings (made in person, without consent) which include ABW telling him we
  do not report to ******, which we find puzzling. It seems *** ******** believes
  ABW replaced the vehicle's engine, which it did not, and it seems he believes
  ABW is somehow obligated to report to ******, which it is not.
  After addressing these concerns, *** ******** then reported to
  ABW that he brought the vehicle to another shop, which now told him (offering
  no specificity) that the airbag system was not working. Note this was after the
  ** dealer already inspected the vehicle and did not find any problems with the
  airbag system.  ABW again agreed to look at the vehicle.  There were
  no faults stored and the airbag system was working as designed. 
  ABW delivered a safe, merchantable vehicle to *** ******** and
  responded to his concerns, however *** ******** remained unsatisfied, so ABW
  agreed to resolve the matter by unwinding the sale transaction, which has since
  been completed.