Complaints

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 26 I purchased a '97 ***** truck from these people I try to get a hold of them I speak they hang up I called back no more answers I need my title from these people has to be on their end I thought it was a good lot but I was wrong not to mention it was dishonest about to vehicle which is fine don't care I just want my title so I can move on

  Business response

  06/27/2023

  We've completed his title work and tried to reach out to him numerous times. All contact information associated with the purchase of the sale have not worked. I can only assume that he changed his phone number and wrote his email address down wrong. The original phone number worked before the purchase, but shortly after the sale his number stopped working. We are going to reach out to him with this information based on the different number listed in this complaint hoping to resolve this matter. I researched both numbers in our phone system and we have not received any incoming calls from either number. This is merely a communication issue that is outside of our control. 

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased vehicle on March 7, 2023. Dealership has to date NOT provided the title. They promise it on a certain date and continue to come up with excuses for the delay. They are beyond the legal ******* statute for providing the title. We wish to have the title immediately or will be asking for a full refund plus all payments, fees and insurance payments for the vehicle. Should there be any additional charges occurred business will be responsible for payment.

  Business response

  04/26/2023

  Good Morning - 

  Indy Wholesale Direct did sell a car to Joy on 3/7/2023 and we did have complications completing her title work. Any issue completing her title work was due to the fact that *** changed her name in the Indiana *** system the day after she purchased the vehicle. She also neglected to inform us she was planning on changing her name or that she did change her name once completed. 

  The day of purchase she stated her name was *********************** and showed a valid ******* driver's license with that name. All of the paperwork was completed under the name ***********************. On 3/8/2023, the day after purchase, *** went to the *** and changed her name to *******************. By doing this she made the license she provided us at the time of purchase invalid and removed the name we had (***********************) from the *** system. She did not inform us of this name change. 

  We attempted to complete her title work on 3/30/2023, well within ******* guidelines. The *** did not recognize the name on our paperwork and it was rejected. Since then we have worked with the ***, our third-party titling company and the lienholder to rectify the issue. After repeated back and forth, the *** decided that with a letter from the lienholder stating they were fine with the name change they would process ***'s paperwork. ***************** provided us a copy of her new license on 4/20/2023. We contacted the lienholder and received the necessary letter yesterday (4/25/2023) and now are able to properly complete her paperwork.

  Indy Wholesale Direct has worked tirelessly to complete this process as quickly as possible but the entire situation could have been avoided by ***************** simply telling us she was planning on changing her name the following day or at a minimum informing us after the fact. We were in communication with ***************** throughout, providing updates as they became available. Up until this point she has stated she understands the situation and this complaint is the first frustration she has expressed to us that I am aware of. 

  The attached documentation shows the original license provided by *** (showing her last name was ********) as well as her current license with an issue date of 3/8/2023, the day after purchase. I've also provided an e-mail chain between our title office and third-party processing company showing the attempts we have made to correct the issue over the past several weeks. Finally, we have provided the necessary letter from the lienholder stating they are aware of and accept the name change. 

  Please feel free to contact us with questions.

   

  Thank you

  Customer response

  04/26/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me only due to the fact that my title was issued today one day after complaint filed. Conversations were had with dealership at time of purchase in regards to the name change so they were well aware of the name changes happening due to recent marriage. Dealership response that this was the first complaint is false since I have been attempting to get resolution for over two weeks and I was given multiple expect it by X** dates. Written communication can be provided as proof. Regardless of name changes dealership is legally required to provide paperwork in legal time frame which was NOT provided until BBB complaint and demand letter was presented to dealership. 
  
  
  

  Regards,

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

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my truck from Indy Wholesale Direct for $18, ****** plus a $3,000 Warranty that covers the vehicle for 100k miles or five years whichever comes first, which I purchased 1/26/23. I then drove the truck home and had it looked at at the local ***** dealership (cost was about ******) they discovered about $5000 worth of repairs that needed to be made to make the car safe to travel. I found this odd since when I purchased the car my sales associate ****** said my car had been inspected with a fine toothed comb by one of the Indy Wholesale Direct employees whose sole job is to inspect vehicles upon their arrival to the showroom.I thought to myself good thing I bought this extensive warranty now I just need to make a claim and get my truck fixed at the local ***** dealership as I was told this was an easy process by the person who sold me the warranty at Indy Wholesale Direct. The name of this person is *********************** and he is the financing specialist at Indy Wholesale direct (on a side note I didn't finance the vehicle, I paid for the truck and warranty with two checks before taking the truck home).The dealership I took it to, *********************, called the warranty company and explained the repair work that was needed and the warranty company said since my warranty was so new (under 30 days old) it had to go through Indy Wholesale Direct. I found this very odd seeing as I had the truck since 1/26/23 and took the truck in to be looked at in March. It seems to me that Indy wholesale direct didn't file my warranty paperwork at the time I purchased the truck as they said they would but instead filed it when they felt like it making it look like I just had the warranty setup when in actuality I had had the warranty for months (paid for on my end that is).Now I call, text and email the finance department on a weekly basis and have even dropped by the dealership only to get the run around in person after my previous attempts to speak with someone didn't work.

  Business response

  04/25/2023

  I am unaware of the exact repairs that ******************** is referring to, but I can understand the warranty companies request for us to view the truck. Most warranties companies collect funds for the contract on a net 30 basis. They don't process the claims request until the contract is paid, which again, would be on a net 30 basis. Therefore, if an issue arises in the first 30 days and a warranty claim is opened, typically they will request us to make payment earlier than the net 30. This would be the first I've heard of requesting only IWD do the work. I would be happy to discuss this matter with ******************** and work towards a resolution. I can be reached at ************ and my name is *************************. I'm sure we can work through this with a simple phone call to clear up any misunderstandings on either side. 

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle and within 30min of driving the car the Head Gasket blew. I called the company they told us to have it towed back we did. The sales manager told me he would have the vehicle fixed free of charge and give me a 6 month warranty. The sales manager said it would take 2 weeks it has of today been 1 month and 14 days. I've had to make the payments on my car and having to borrow from family for transportation to work. I'm about to loose my job due to no vehicle. I've called them and have texted them with them stating it should be done and when that day comes they keep saying they need to get a part in that hasn't came in.

  Business response

  04/28/2023

  This situation has been rectified. The customers schedule would not allow for the time needed to repair the car so we sold them a different car. They were happy with that decision and signed documentation stating such. Please let me know if anything additional is needed. 

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  These people sold me a lemon. They knew my vehicle had issues and continued to sell it to me. I had the car for less than 24 hours and it died on me after putting gas in it. I put gas in it 3 times and all three times it died on me right after filling it up. My dealer I know for sure went up and put gas in it twice before I bought it and had to of known this issue was happening because this has happened every single time I've put gas in it. Good thing I got a warranty on it but now they are saying it's not under warranty to fix the issues. This place is an absolute dirty car dealership. Sad thing is they knew I was going to be using this vehicle for law enforcement and still sold it to me knowing what it was going to do. I paid over $10,000 for this vehicle.

  Business response

  04/28/2023

  We are in the process of working through the customers warranty company to resolve the issue. We never experienced similar issues that he is having and these issues never surfaced in our inspection. This is the reason for the warranty and we are going through the proper protocol to get the claim approved. He has been made aware of the process and where we stand as the status of the claim through the warranty. Please let me know if I can help any further. 

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Indy Wholesale gave me misinformation on a repair for an antifreeze fluid leak. The "repair" they completed was unnecessary in that the leak continued after I picked up the car. I tried to take it back repeatedly for two weeks thereafter to be correctly diagnosed and repaired. I was having to buy Antifreeze at $25 a bottle even after the "repair" was done. I got the run around for about two weeks, finally, I took my car there and it sat with them an entire week and was never touched. I paid $140 for the erroneous repair Also, I found out that the Service Manager indicated the repair wasn't covered under my warranty, yet the warranty company states they never received a claim for the repair or an inquiry for an assessment to be done by them. The Service Manager (*****) is no longer with the company as of the end of November I was told by the Manager (******) at Indy Wholesale. When I spoke to ****** to ask for them to please review the repair, he said if I didn't like the way the repair had been done or how the follow-up was being handled I could take my car elsewhere. I bought the car CASH at Indy Wholesale AND I purchased the Warranty there. Part of abiding by the language of the warranty is to take the car to Indywholsale first. I abided by the requirement. ****** and Indy Wholesale did not deal with me fairly or forthrightly and I want my money back. The repair was unnecessary they admittedly replaced a part that wasn't the cause of the leak, and I had to get the correct repair completed elsewhere AND UNDER THE WARRANTY! I took the car back twice and they delayed addressing the problem. I want my $140 back.

  Business response

  01/13/2023

  To say that ***** has been difficult to deal with would be an understatement and that would be from the beginning of the sale. We tried a repair that was recommended as a starting point per technicians and the technician's book from VW. It is recommended to replace what we did before doing more costly extensive repairs. The repair we did always had to be done anyway. The day she called to discuss with me the status of the car she was extremely rude, yelling and very angry with us. This is consistent with her behavior from the beginning and without cause. That is when I told her that her warranty is accepted at any certified mechanical shop and she was more than welcome to take her car there. We have done nothing but try to help this lady from the start.  Tell us why here...

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of the transaction was 9/13/2022 Purchased a 2011 Chevrolet Suburban LTZ for $20,484.78 The vehicle was delivered to me on 9/15/2022. Upon arrival I took the vehicle for a drive and immediately noticed that a "service suspension system" warning was on the dash, it was not on when they did the video walk around of the vehicle for me. After a few mins I also began to notice that the A/C wasn't blowing cold air in the front or in the rear. Upon returning home from my drive I had to return to work and decided I'd drop the vehicle off at a mechanic that I know and trust the next morning. The mechanic could not get to looking at my vehicle till later in the day on 9/16/2022, but when he did he found several things wrong with the vehicle. His main concern was that the vehicles A/C unit had been completely compromised in the rear and the front A/C was also of concern but to completely diagnose it would require taking out the front dash. The rear unit was no longer there and the lines had been plugged with a bolt and ************* on one end and some kind of cap on the other end. He said that it was completely unacceptable the way this had been done and that I should definitely contact the dealership as there is no way they didn't know about this, especially since they have their own service department. He had no way to estimate the cost to repair the A/C without taking out the dash but said it's going to be in the thousands to fix the rear A/C alone. He said the "service suspension system" warning should have also been detected by the dealership and he figures they just didn't want to fix the issue as it's going to cost at least $500 if not more. He found that all four rotors are not proper and would need replaced but that I could drive the vehicle for now if I couldn't afford to fix them right away with all the other issues. There's a broken off bolt in the manifold that he was concerned about being a problem in the very near future. I'm out of room but have more to add.

  Business response

  09/26/2022

  IWD has taken this customer's complaint under advisement, and we are in the process of trying to come to an amicable solution.  

  Customer response

  09/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  They have not been working to resolve this issue. They have not returned a phone call or an email in over a week. The issues I've been informed of by a mechanic are issues that should have been resolved or disclosed before selling the vehicle, neither of which were done. I'd be willing to listen to whatever offer they may have and go from there, but I need something to reply to.
  
  Regards,
  
  *******************************
  

  Business response

  12/08/2022

  ******* has filed paperwork through the **************** and our attorney is currently working through a legal resolution. As to our immediate response to BBB, our attorney will be responding to *******'s legal complaint and resolution. Thank you

  Customer response

  12/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I have just now been able to save up enough money to get the repairs that are necessary for me to be able to use the vehicle. It is scheduled to be fixed Friday December 16. After the work is completed I'm sending a copy of the bill the State *********************** person who is mediating for me. I will be satisfied once Indy Wholesale reimburses me for the repairs.
  
  Regards,
  
  *******************************
  

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from this business a few weeks ago on July 14th. The day I purchased it the vehicle was dead and they said they would replace it with a new battery. There was a knocking sound from the engine while idling and especially during acceleration, lack of acceleration (will red line and take roughly 10+ sends to go over 10-20mph) which is not normal at all. The sunroom was broken and there was a water leak. YOUR EMPLOYEES WERE AWARE AND I LEFT THE *** FOR THE ISSUES TO BE FIXED. I picked it up the following evening around 5pm on July 15th and they advised all had been fixed, WRONG. I didn't even have the car for 24 hours before the engine light came on for a cam shaft sensor, O2 sensor, and a cylinder misfire. I'm glad I was smart enough to buy a $4000 warranty that covered these issues. Then had my car for a week and weren't capable of fixing the problems AGAIN, as within 30 minutes of leaving and getting on the interstate the engine light comes back on with the same codes. I've called daily 3+ times a day since the Friday I got it back. My calls are being ignored and when someone does decide to answer they take my name and number and I am NEVER called back by a manager that I request. They sold a car to which they told me the problems would of been fixed and they were not. At this point my car is struggling to accelerate and is getting stuck at ****rpm or higher. It has died on me daily while driving for no apparent reason.They seemed to have just shut the engine light off and not fix anything. The sales team is great but the service department is a joke! Yes I have requested to speak to a manager and I'm told no or someone will call me back and that's yet to happen either! I have emailed both Vice President and operations manager with no response either. My warranty company has tried to reach out and they refuse to speak with them. I need my car fixed with a loaner or a replacement vehicle ASAP. My life and my children's are in danger driving this!

  Business response

  09/26/2022

  We have assisted **************** every step of the way through any issues she has had with her purchase. Although, she continues to post incorrect information about her experience online we continue to try and appease her as any issue might arise. 

• Initial Complaint

  07/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Me and my girlfriend went to look at a truck that they said that I was pre qualified for and pre approved we waited and waited they finally showed us the truck and then we waited longer and they piddled around the lady I had a appointment with had left for coffee and never came back extremely rude people they didn't actually know what to do so they said that it would take a lot of money down so I got upset and we left they was hassling us all the way to the parking lot so we left I left them a bad review and then they put on the bottom of their reply about a criminal case I was involved in and the star press website the case number and all which is intimidating and very much incriminating too completely unacceptable it has affected me trying to buy a vehicle at any dealership period please help me thank you so very much and have a great day too God bless you and your familys.

  Business response

  07/22/2022

  This customer came in over a year ago and was upset because he needed more money down to facilitate the loan. He became upset and belligerent. We politely asked him to leave because he was screaming and calling everyone the *** word. He then made physically threatening remarks to us and our customers. We told him we were going to call the police and then he left. I'm not sure what we did wrong, but from my experience with him and his background it would seem he's mentally unstable. 

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sold me a vehicle with a bad transmission and the warranty company wont cover it..

  Business response

  07/22/2022

  We are trying to assist with the ******** family and their needs as we have and will continue to do. They bought a truck and returned it because they didn't like it and we helped them. This is the third time they are doing that same thing. They have my cell phone and we have been in communication with them every step of the way. The vehicles they returned haven't had mechanical issues in the past. They have always returned because of the size or they don't like the interior etc. Although we have tried many times we still can't gain real traction on making these folks happy with what they asked to purchase. 

  Customer response

  07/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  to Indy whole sale I dont know what are you guys talking about? First the truck that was sold to me had a me 

  has a mechanical problem since day one and is the transmission which we tried to fix using the warranty that 

  was sold to me and the warranty company rejected the work because of the 

  existing problem so how can I accept to pay ***** dollars that I need to pay over a long term plus fix it..

  All what we ask is to fix the problem..

  
  

  Business response

  09/26/2022

  The problem is being fixed and the customer isn't out any money. 

*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. ↩