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:07/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a vehicle from this business. 20 mins before it was delivered I got a call from the salesman telling me that the windshield is damaged but that they will fix this. It has been 2 months since Ive received the vehicle and there has been no resolution.

  Business Response

  Date: 07/10/2025

  We understand how frustrating this situation must be, and we sincerely apologize for the inconvenience it has caused. Unfortunately, the replacement windshield required for your vehicle is currently on national backorder. This means that neither we nor our suppliers have access to the part at this time.
  As you are aware, we remain fully committed to replacing your windshield as soon as it becomes available. We are monitoring the situation closely and will act promptly once inventory is restocked.
  We truly appreciate your patience and understanding during this ongoing issue, which is beyond both of our control. Thank you again for bearing with us.
  

  Sincerely,

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

  Wells Auto Group

   

  Customer Answer

  Date: 07/14/2025

  I am rejecting this response because:   This windshield is in stock at a dealership that is within 2 hrs my location. ******** in **************** is also available to provide this windshield. I was told on 6/17/2025 by ***** that the ownership approved a check to be mailed out. 

  Business Response

  Date: 07/14/2025

  If is was approved and mailed, you should have received it by now ,so I will look into it cancel that check and process a new one to be mailed to you.
  

  Customer Answer

  Date: 07/14/2025

  I have reviewed the business response and accept this resolution. I can accept this with some proof it will be mailed. Perhaps a tracking number? Can you confirm my address? 

• Initial Complaint

  Date:06/17/2025

  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 purchased a car from Wells Auto Group in ********************** on 04/30/2025. Advertising price at purchase was $12,599, which I have proof of from the website. At time of paperwork **** (fin manager) stated a repair contract on vehicle was added at the selling price. Service contract was $495. No selling price on finance paperwork but you subtract sales tax from unpaid balance is $12,994. Therefore I believe I was charged for this contract. If not why **** the purchase price $12,594 as advertised. Finally I spoke with **** who told me it was included by lowering the price. I told him I was going to check about fraud and the BBB. He said give it my best shot and hung up. They go head over heels to make the sale and after that you can drop dead I guess. Now when l call, the phone will ring then go dead like they have my number blocked. I just want what seems right and thats the difference advertised price and what I was actually charged.

  Business Response

  Date: 06/24/2025

  Good afternoon Mr. Waters,

  
  I have reviewed your purchase documents, and it appears that you did not purchase an extended warranty with your vehicle. However, you did opt for GAP insurance and the Wells Protection Package at the time of sale.
  The GAP insurance is designed to protect you in the event your vehicle is totaled and your auto insurance provider does not cover the full balance of your loan. This coverage has proven to be a valuable investment for many of our customers.
  If you would prefer to cancel the GAP coverage, I can certainly assist you with that process. However, I would strongly advise against doing so, as it offers significant financial protection in unfortunate circumstances.
  Please let me know how you would like to proceed.
  Best regards,

  Shaun 

  Customer Answer

  Date: 06/24/2025

  Wells Auto is referring to Gap Insurance. I’m referring to a worthless service contract. Spoke to Shaun (sales manager) on 06/18/2025. He stated refund would be issued to finance company in full. Spoke to Eric Seeley on 06/23/2025 and he had no clue except he was corrected about service policy could be cancelled. I will see what happens. For now I’m not satisfied.

  Customer Answer

  Date: 06/24/2025

  I have spoken with Sales Manager (Shaun) and he stated full refund would be issued to finance company. We will see. Until then I’m still not satisfied.

• Initial Complaint

  Date:05/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am unsure where to begin, but I will strive to be succinct. My experience with My *****, the salesperson at Wells Auto Group, was quite positive; she was very friendly and helpful during our phone conversations. I specifically asked her if there were any issues with the car, such as dents or damages, and she assured me that there were none. Since I purchased the vehicle from overseas, I was unable to inspect it in person before the purchase. Unfortunately, when my *** X6 arrived, I discovered that all four tires were completely bald and unsafe for driving. Additionally, there was a dent on the front passenger quarter panel that was not disclosed to me, and the rear cargo lid cover was missing. To complicate matters, the battery died two months after I received the car, and the windshield had been replaced without recalibrating the front camera, resulting in an error message every time I drive.I have spoken with several representatives at Wells Auto Group (Arti), including the Sales Manager, *****, who assured me that I would be reimbursed for the tires and the dent in the vehicle. They also informed me that they would send me the trunk lid cover, which I finally received just a few days ago. However, I am still waiting for the reimbursement check. I have been calling daily for nearly four months to check on the status of my refund, but ***** has been unresponsive, consistently sending my calls to voicemail. I have also been sending weekly emails to ***** to inquire about the progress of my refund, but I have not received any updates since February ******* experience with Wells Auto Group has been a complete nightmare. I am determined to continue calling them every day until I receive reimbursement for the tires and the now-defunct battery. It feels as though I was sold a defective vehicle, so I urge others to exercise caution when dealing with Wells Auto Group. I will keep everyone updated on the status of my refund check and hope for a resolution soon.

  Business Response

  Date: 05/16/2025

  Good afternoon ****,
  Thank you for your feedback, and Im glad to hear that you enjoyed your overall experience with us at Wells Auto Group.
  Regarding the concerns raised in your complaint, Id like to clarify a few points and provide an update:
  Cargo ***************start="475" data-end="478"> As noted, we were able to order and provide you with the cargo cover, even though such accessories are often not included with pre-owned vehicles. Typically, these items are left behind by previous owners or stored separately, and we dont always receive them at the time of trade-in. Had this item been identified as important at the time of purchase, we would have done our best to ensure it was included or ordered proactively. Were glad you ultimately received it.
  Missing ***************start="973" data-end="976"> We did mail the check as agreed and have uploaded both proof of the issued check and delivery confirmation. However, now that we are aware you did not receive it, we have promptly canceled the original check and begun the process of issuing a replacement. We appreciate your patience as we work to resolve this matter.
  Communication:
  I apologize for the difficulty in reaching me by phone. As the general manager overseeing the entire dealership, I am frequently away from my desk attending to various responsibilities. That said, I understand the importance of timely communication and regret any inconvenience this may have caused.
  We remain committed to resolving this matter to your satisfaction and appreciate your understanding and business.
  Sincerely, ********************start="1752" data-end="1755"> *************************start="1771" data-end="1774"> *********************start="1786" data-end="1789"> Wells Auto Group

  Customer Answer

  Date: 05/16/2025

  I have reviewed the business response and accept this resolution. Even thought it's not the agreed amount for the refund ($985) and I had to recently buy a new battery. Thank you very much BBB, If I had not contacted you, I probably wouldn't have received a check! Thank you once again!!!

• Initial Complaint

  Date:04/04/2025

  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.

  Date of transaction: March 12, 2025.Financed vehicle for $23,*************** claimed to have given me a vehicle in great condition that had been inspected.The vehicle was not inspected and there was catastrophic pre-existing damage.The business has been ignoring calls and emails, I have tried for a week to get this resolved politely.

  Business Response

  Date: 04/08/2025

  Dear Mr. ************ am truly sorry to hear about the issues youre experiencing with the car you purchased. Please know that the vehicle underwent a thorough inspection by a third-party repair shop, **************** before the sale. Additionally, we always offer our customers the option to have any vehicle inspected by a shop of their choice prior to purchase.
  When purchasing a car with ****** miles, some normal wear and tear should be expected, as its not the same as buying a car with only ***** miles. However, as we discussed over the phone, you always have the option to bring the vehicle to us for further assistance with any concerns.
  I want to assure you that were committed to helping all of our customers. You have my direct number, and I have not received any voicemails from you. You also have my email, so if you would like assistance, I encourage you to set up an appointment so we can inspect the car together.
  Please don't hesitate to reach out if youd like us to move forward with this. I look forward to resolving this matter with you.
  Best regards,
  ***** *******

  Customer Answer

  Date: 04/08/2025

  *****,

  I would love to come to a resolution on this. I am rejecting your initial response for the following reasons:

  Unfortunately, your third party "thorough inspection" missed major damage to break components. This damage should have been caught via inspection.

  As to the vehicles mileage and your claim of "normal wear and tear". ***** of ******** advised that the vehicle is unsafe to drive in the condition it was sold to us. You literally jeopardized our lives, as the front passenger wheel could have unexpected come off the vehicle. Had that happened at highway speeds, we could have suffered serious injury or even death. This is NOT "normal wear and tear". This damage occurred via an undisclosed accident more than likely, but how it happened is irrelevant. What is relevant is that you sold us a vehicle that was a safety risk on the road. I have video evidence of this, but the file is too large to upload here. No worries though, it was emailed to you last week.

  You ask me to bring the vehicle to you, but I work two jobs and live more than two hours away. Not only that, I can't trust you to sell me a road safe vehicle - why on Earth would I trust you to service it? I asked you repeated times over the course of the week to just pay for the parts that weren't covered by warranty so that ***** could fix it, but you continually denied.

  No, I do not have your direct number, I have your extension, and often my calls never get answered. Yes, I have your email, I sent you an email last week that you still haven't replied to. Your contact information is useless.

  If you really want to resolve this issue, do the right thing and buy the vehicle back for the price we paid, or just cancel the sale. It was sold to us as a risk to our lives. If you won't do that, I will continue in my efforts to get it done by any means necessary.

  I look forward to getting this resolved, and of course prefer for you to do the right thing, but that remains to be seen.

  *****

  Business Response

  Date: 04/08/2025

  I understand your decision, but I want you to know that Im here to help if you change your mind. Feel free to reach out anytime my extension is my direct number, and Id be happy to assist with any questions or support you may need regarding your car.
  
  Looking forward to the opportunity to help you.
  
  Best regards,
  ***** *******

  Customer Answer

  Date: 04/08/2025

  I am rejecting this response because:   
  

  I have tried communicating with you to get this resolved for over a week. You ignored me despite having talked to me twice on the phone. Still have no replies from you via email as well. 
  

  Let me know if you decide to do the right thing. 
  *****

• Initial Complaint

  Date:03/04/2025

  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.

  The staff at wells auto group in ******** ***** are highly unprofessional. They lie and slander customers names. **** ****** is a liar and very deceitful. I was sent a credit application via email and after I filled it out and sent it back I was told I didnt fill one out by numerous people there. Finally **** found it but said he sees that I sent it back but through their link it went somewhere else. So now Im concerned that my personal info is out there unsecured for anyone to use. **** then asked if I would fill out another application through the same emailed link I told him I didnt feel comfortable doing so, so he said he could manually force my info. Then I started dealing with ****** ****** again who at one point while I was at work called me but didnt hang up like he thought he had so he was recorded on my voicemail calling me a liar to someone there with him. When I heard the voicemail I messaged him asking why he would do that. Never got an answer from him and my new sales person became ****** *****. Saturday morning I received a text from ****** saying we got an approval then another text asking who Ill be financing through when the financing is what they were doing. They hit my credit report 9 times. She then said we got approved again. Then the bank needed check stubs to approve me. Then approved again if I made the down payment $1500 more so $6000. My credit isnt that bad and my wife co signed. We both make enough money alone to make the payments let alone together. When I said ok we have the $6000 down then I was ignored and when ****** finally replied to me asking to speak to **** she said he wouldnt speak to me unless I sent the check stubs. He finally called and said they cant help me. After 9 hard pulls on my credit and 4 on my wifes. Idk who they financed with my credit but they are very shady and very dishonest. I work everyday, Im a ********* and a volunteer firefighter. I never imagined being treated this way. Dont give your info!

  Business Response

  Date: 03/04/2025

  Good afternoon, Mr. ***************** you for bringing your concerns to our attention. Id like to take the opportunity to explain our credit application process in more detail.
  We utilize multiple systems for processing credit applications, and depending on how the application is submitted, there may be some confusion as to where it was received. For instance, if you submitted your application through a service like ***********, we would receive a pre-approval notice. However, we still require you to fill out a separate application with us to complete the process. This is a security measure designed to protect you from fraud or identity theft.
  As for the approval process, its important to note that once we submit your information to the banks, the final decision to approve or deny a loan is entirely in their hands. We do not have any control over the banks decision to approve the loan, request a larger down payment, or deny the application. We are merely the dealership facilitating the sale of the car. If we are unable to secure financing through the banks, unfortunately, theres nothing further we can do to assist in obtaining a loan.
  I truly apologize that we were not able to help secure a loan for your purchase, and I understand how frustrating this situation can be. We are always here to help and assist in any way we can within the limits of our role.
  Thank you for your understanding.

  
  Best regards,
  *****
  GSM Wells Auto Group
  ***************************************************************

• Initial Complaint

  Date:02/27/2025

  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.

  Dealership **** me a car and was not truthful in its disclosures. They didnt lie, but failed to disclose many safety issues with the car such as faulty brakes. The car was not delivered as safe to drive. The brake rotors were completely cracked and leaking. There were also many other items. They "painted" the inside of the car which leaves a toxic smell. In addition, they cut-off many additions to the car and left wires dangling inside and out. I asked for my money back immediately and they refused.

  Business Response

  Date: 03/14/2025

  Good ******************************* you for reaching out, and I'm sorry to hear about the paint smell issue with the used Jeep you purchased. Given the modifications on your Jeep, such as off-road tires, light bars, and aftermarket add-ons, its possible that previous owners may have made alterations that differ from what you'd expect from a factory Jeep. With a 2016 Jeep and ******* miles, wear and tear from various modifications can sometimes result in unique concerns.
  I would like to address your concerns and work with you to find a satisfactory resolution. Please feel free to reach out to me directly at ********************************* and I will be happy to assist you further.
  Looking forward to helping you.
  Best regards,
  *****
  Wells Auto Group

• Initial Complaint

  Date:12/27/2024

  Type:Customer Service 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.

  This company used my Credit to purchase a vehicle. Then contacted me 17minutes prior to. My appointment to tell me they had sold the vehicle. They lied to me about the vehicle. They lied to me about my appointment. They lied to me about running my credit for the ***** order.

  Business Response

  Date: 02/07/2025

  Thank you for your interest in one of our vehicles and for taking the time to complete a credit application with us. 
  Unfortunately, due to high demand, the vehicle you were interested in had been sold. We understand this may have been disappointing, and we sincerely apologize for any inconvenience. Our team is committed to helping you find a similar option that meets your needs.
  Please let us know if you would like assistance in exploring other available vehicles or if theres anything else we can do to help.

  Business Response

  Date: 02/10/2025

  We understand that purchasing a vehicle is an important decision, and we empathize with the disappointment a customer may feel when a car they are interested in is sold. However, as a dealership, we operate on a first-come, first-served basis. Given the high level of interest in certain vehicles, multiple customers may be looking at the same car simultaneously.
  Regarding credit applications, we want to clarify that we do not have the ability to pull a customers credit without their explicit authorization. Customers must submit their credit applications through our website using their own device, whether a computer or cellphone.
  Our team makes every effort to assist all customers in finding the right vehicle. In cases where a car is sold before a customer arrives, we promptly notify them to ensure they have the most up-to-date information. We appreciate the opportunity to address this concern and remain committed to providing a fair and transparent car-buying experience.

• Initial Complaint

  Date:11/29/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car from them in 2022. In my contract I paid for *************. The car was totaled out by my insurance company in 2024. I called the ********************* and they said they made several attempts to the car dealership to file the paperwork and the dealership never responded. I have been trying to get ahold of someone for months at the dealership because gap was never filed and Im out of ******* that is still owed to the finance company. I have left several messages for ****(who I was told was the manager/supervisor) and also with ****(my first initial call). I should have followed the reviews and this company is horrible when it comes to making things right that were caused by them.

  Business Response

  Date: 02/14/2025

  More InforGood afternoon. I have been trying to reach you regarding your concerns with the ************ and I would appreciate the opportunity to work with you to resolve this matter. Please feel free to reach out to me directly at ******************************** so we can discuss the details and find a solution together.
  I look forward to your response and hope we can resolve this issue as soon as possible.
  Best regards,
  *****...

  Business Response

  Date: 02/14/2025

  Good afternoon. I have been trying to reach you regarding your concerns with the ************ and I would appreciate the opportunity to work with you to resolve this matter. Please feel free to reach out to me directly at ******************************** so we can discuss the details and find a solution together.
  I look forward to your response and hope we can resolve this issue as soon as possible.
  Best regards,
  *****
  

• Initial Complaint

  Date:06/20/2024

  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 purchased a vehicle at wells auto group in *****. I am from ******** and did everything online. They told me I could not use my credit union and had to finance through them so I refused to purchase the car. The next day they told me they would honor the credit union and sent over the paperwork. I refused to sign the paperwork because it had an extended warranty called the wells protection plan. It was an additional $2000. I refused to pay because after doing some research it was actually for an ELO GPS that the dealership places in the vehicle to locate it when they dont get paid. I refused to pay that!!! The girl Zhara who eventually sold me the vehicle contacted me. They agreed to have it shipped to my home for free (which took over 3 weeks) and removing the extended warranty (which they did not and I had to pay sales tax on). I finally received the vehicle at my home and the following day in the sunlight I saw a huge dent. The same dent that I had asked them about my ***** times and they assured me that it was just the lighting. I tried to contact **** and they said she got fired. I tried to call numerous times to get help and they laughed and hung up on me. Soon after the car broke down due to engine problems. It was sent to the ******** dealership which showed it has been wrecked and is not safe to drive. I am a single mom and I am unable to rely on this vehicle. I traded in a perfectly good Mercedes for one that cant be driven and I am upside down on it because they lied. I need help. They still refuse to respond or answer my calls. I have all of the documentation, texts, calls, and conversations. They even forged my name on the documents sent to my credit union. I have proof of that as well.

  Business Response

  Date: 06/22/2024

  COMPANY ANSWER TO BBB COMPLAINT
  Thank you for contacting the Better Business Bureau. We understand your frustration and sincerely apologize for the issues you've encountered with your recent purchase.
  We recently transitioned to new management, and customer satisfaction is our top priority. We're reviewing your complaint regarding the financing, extended warranty (Wells Protection Plan), and vehicle condition.
  The documents outlining the financing and warranty were signed during the purchase process. We're happy to clarify their details if needed.
  Our new management team is aware of the dent you discovered and is currently in touch to address it. Damage during transport is a possibility.
  We're sorry to hear about the reported engine problems. The ******** dealership report will help us understand the situation and determine potential solutions.
  Our Sales Manager is dedicated to resolving your concerns. Please don't hesitate to contact him directly. We're committed to working towards a fair and satisfactory resolution.
  Best regards,
  Wells Auto Group
  Management Team

  Customer Answer

  Date: 06/30/2024

  I am rejecting this response because:   I DID NOT agree to buying the Wells protection plan. In fact I was very adamant that I refused to purchase.  Please note the dates in these texts that have been attached. Also please note that the car went through an inspection at the ******** dealership which found the vehicle had numerous problems. The check engine light was on when I received the vehicle. Huge dent and it has broken down numerous times. Its overheating and is unsafe to drive. I have phone records and recordings of trying to contact the dealership at least 50 times if not more to only be hung up on. Eventually my number was blocked so I had to call from another. I was hung up on, lied to, laughed at, and even given fake numbers to a friend of the manager that was gonna fix my car. I finally had an appointment to see someone and was going to drive 6 hours just to get to speak to someone. The car broke down and I couldnt make it there. I was charged almost $2200 and also had to pay sales tax on that amount that I never once agreed to. I didnt get my car until weeks after promised. This is terrible business. Wells does not honor anything they say they will and on top of that they scam you only to be followed with lies and disappointment. The *** is a joke. The gps doesnt even work and the app to diagnose the problems with the car does not work either. So if thats part of the *** then you did not honor what you said. If you are going to scam me and make me pay for something I never wanted then at least give me something that works. I never got the ceramic coating which I paid over $600 for. That was verified through ******** dealership and also dent masters of Arkansas. I was charged for that as well and also had to pay sales tax on that amount. Note that she stated she showed me the purchase agreement. I did not sign the purchase agreement. Also the date that shows I signed the agreement was actually two days before I agreed to sign for the car. This is ludicrous and its clear wells auto group is lying. This is not fair and if it was your mother, daughter or grandmother that this happened to you would be livid. I hope you guys choose to do the right thing. 

  Customer Answer

  Date: 09/24/2024

  Unfortunately I have run into more trouble with this vehicle. It is leaking oil and must be towed to a local dealership. Im sure wells will not honor their wells protection plan that they made me purchase. It was nearly $3,000 and they added it on anyway. I also had to pay sales tax on that and the app doesnt even work. So now I get to pay out of pocket for towing. For rental, and to repair the car that they knew was about to blow up and sold it to me anyways. I got the car almost a month after I purchased it because they kept giving me the runaround. Nobody could deliver it they said even though I had two men try to big the job that I knew and they didnt allow that. The day the car arrived I got in it and the motor was shaking so bad I had to pull over twice. It was in too bad of shape to even attempt  to drive it to ***** to have them look at it. They didnt even want to give me an appointment. They refused to let me take it to someone in ********. I was screwed from day one by wells auto. So no technically i never got to see the car and the terrible shape it was in. They lied and sent me a car that couldnt even be driven the day it arrived on the trailer. Not good business. At all. Now Im screwed once again by wells. It would be nice if they hadnt blocked my number so I could speak with them about their terrible service. Smdh 

  Business Response

  Date: 02/13/2025

  Dear ******,
  Im sorry to hear about your concerns regarding your Mercedes. I have carefully reviewed your file, and I want to address your concerns. All paperwork was provided to you via DocuSign, with your electronic signatures recorded, including timestamps and IP address verification.
  The WPP and ResistAll products each have separate contracts that clearly outline their coverage and costs. By signing, you acknowledged that you understood and agreed to the terms of these products. Additionally, we offered you the option to purchase an extended warranty for mechanical breakdowns, which you declined at the time.
  Id appreciate the opportunity to discuss this matter further with you. Please feel free to reach out to me directly at ************************************** so we can go over any remaining concerns you may have.
  Best regards,
  *****
  Well Auto Group

• Initial Complaint

  Date:03/21/2024

  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.

  Beware of Wells Auto Group - Terrible Quality and Service Rating: 1/5 Review:I cannot emphasize enough how utterly disappointed I am with my experience at Wells Auto Group. I made the mistake of purchasing a car from them not too long ago, and it has been nothing short of a nightmare ever since.First and foremost, the car I bought was riddled with issues from day one. It seemed like every time I turned the key, a new problem arose. From engine troubles to electrical malfunctions, this vehicle was an absolute lemon. Its astonishing that a dealership would even consider selling such a defective product, let alone at the price I paid.Thinking I might have just been unlucky with a single faulty car, I decided to give Wells Auto Group the benefit of the doubt and exchanged the vehicle for another one. However, to my dismay, the replacement car exhibited the same exact issues as the first one. It was as if they simply swapped out one lemon for another.The level of incompetence and lack of integrity displayed by Wells Auto Group is beyond comprehension. Not only did they sell me a defective car once, but they repeated the same mistake with the replacement vehicle. Its evident that their priority lies solely in making a sale, with no regard for the customers satisfaction or safety.To add insult to injury, the customer service I received throughout this ordeal was abysmal. The staff were dismissive, unhelpful, and downright rude whenever I attempted to address my concerns. Its apparent that they have no interest in providing adequate support to their customers once the deal is done.In conclusion, I strongly advise anyone considering purchasing a car from Wells Auto Group to proceed with extreme caution. Their lack of quality control, coupled with their appalling customer service, makes them a dealership to avoid at all costs. Save yourself the headache and frustration take your business elsewhere.

  Business Response

  Date: 05/04/2024

  Dear Better Business Bureau,

  Thank you for bringing this matter to our attention. We take all customer concerns seriously and strive to resolve them promptly and effectively.

  Our records indicate no sales transactions under the name *********************. To effectively investigate the reported issues, a Vehicle Identification Number (***) is crucial. Without a ***, we are unable to locate any sales records that might correspond to the complaint.

  To best investigate the situation described in the complaint, we require specific details regarding the vehicle in question.
  
  We kindly request that the complainant provide the *** of the vehicle they purchased from Wells Auto Group. Once received, we will be able to access the sales records and initiate an investigation into the reported issues.
  We are committed to providing fair and transparent service to all our customers. If the complainant has any further details or documentation related to their purchase, we encourage them to submit it along with the ***.
  
  Thank you for your cooperation in resolving this matter.
  

  Best regards,
  
  Wells Auto Group
  Management Team