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: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.

  I bought a 2015 ***** equinox, the engine light was on and was told the code was an o2 sensor and easy cheap fix. The tpms light was also on, so it was assumed that tires needed air, nope. So we get the suv home and the code came back as not anything near the o2 sensor. It was 2 solenoid and a sensor. That was $300 okay can deal with that. The tires did not need air they needed all 4 tpms sensors replaced, another $200. Had exhaust fixed and another $200, changed oil and air filter another $100. We are now only 42 days from purchase and now suv is not driveable. Dealer will do nothing about the c*** cars they sell. Seem to tell everyone an engine light is a cheap sensor fix.

  Business Response

  Date: 04/17/2025

  I am sorry Ms. **** feels this way. However this vehicle was purchased back on 2/25/25. Sands Auto is not able to determine how the vehicle was driven after it was purchased, what kind of repairs have or haven't been done, and now the customer states after nearly two months of driving this vehicle there is issues. We strongly encourage all customers to have vehicles inspected before purchasing. Ms. **** bought an AS/IS vehicle, and signed several documents explaining that. Sands Auto also recommends our customers to purchase service contracts to help cover any issues that may arise as we are unable to predict if or when a used vehicle may have repairs that would need to be addressed.  Part of normal maintenance on a vehicle would be oil changes and air filters - no matter if it is a new or used vehicle it is always recommended. 

• Initial Complaint

  Date:12/03/2024

  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 co-signed for a used vehicle for my nephew, ****** ****. It had a check engine light on, and we asked about it and if they would give us a code for the light. They informed us that it was just a sensor, and also that was the reason that the price was so low. My nephew fixed the sensor, but still was stalling and running bad. It is in the **** dealership so they could check it over, but he had to pay $800 out of pocket for them just to tear engine apart and give it a diagnosis. The **** dealership submitted to the dealerships warranty that my nephew bought the vehicle from, for them to cover a whole new engine. They told him it was caused from the previous owner not taking well care of it. Sands auto also stated that they would not cover a new engine. The **** dealership now wants another $800 to put the engine back together. He only drove the car for a week, and has now been in the shop for almost a month and a half. I want them either to fix the vehicle, like the sales person told us that warranty would only cover things that make the car undriveable. They need to fix it, reimburse him, or exchange it for a decent running vehicle

  Business Response

  Date: 12/05/2024

  Unfortunately we sell everything as is. We would have ran the check engine light. We are not mechanics. We are not in charge of the extended service contract the purchased.  
  

  the customer signed multiple times they new they were purchasing as is with issues. 

• Initial Complaint

  Date:10/30/2024

  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.

  Purchased a truck for 13k- went in signed the purchase agreement that they sent and gave them a cashiers check and did all the normal car purchasing things. Left with the truck same day. Two days later they called and said they had made a mistake on their end of the agreement and wanted an additional 5k. We said no, now they are threatening to hold the title and say its not a valid contract. They have showed up at my door threatening us and continue to call and text us for an additional 5k. What Im hoping for is some help from you to tell them they need to send the title to the state and honor their contract.

  Business Response

  Date: 11/20/2024

  The paperwork has been processed. ***** should have her plates by now and title will be mailed directly from the state of **. They were well aware an error was made. I myself went to her house, and did not in any way threaten her, I tried to resolve the issue..... at this point we are just happy to be done doing business with ***** and wish her the best with her vehicle purchase!! 

• Initial Complaint

  Date:04/11/2024

  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.

  We purchased a 2014 ******* Santa Fe on 2/2/2024. The engine failed while we were driving home. We canceled the check as we were waiting for the tow truck. I have been paying insurance on the vehicle since date of purchase. We were not getting callbacks, etc. Finally emailed the website and got a response to tow it from ****** to ********* which we did for $600 out of pocket. This was 2/16. We have called and left multiple messages for a owner/manager callback, never recieved. We have messaged on FB, no response, and we have emailed the website again, no response. When we call we are told there is never a manager available and all requests for callbacks are ignored. The only thing we have been told is they are waiting on an engine. We are requesting that they cancel the sale and write off the full purchase price so we can purchase a different car or they communicate with us openly and honestly and tell us when we can expect to have the car back. We have the money waiting in an account and have informed them on multiple occasions that we will return it as soon as we ha e a written plan in place. It has been 2 months...

  Business Response

  Date: 04/22/2024

  At this point I think you should just move forward with purchasing a different vehicle. We are unsure when the repairs will be complete. 

• Initial Complaint

  Date:03/25/2024

  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.

  Hello, I just recently bought a 2010 Silverado 1500 LTZ on Saturday, March 16 for $8,000 + taxes and fees from Sands Auto in *********, **. It was sold to me as an as-is vehicle, I had no written or verbal warning about a major safety concern, being the frame was rotted with holes on the passenger and driver side, up to almost 3 feet long on one side. This posed a serious safety concern. After reviewing the signed paperwork, which was after the purchase, in fine print it mentions to have a mechanic inspect the car on or off the lot before purchase. However, in the photos of the cars in their inventory, I noticed a 2-post rack for lifting vehicles, so Im wary they knew the major issue and said nothing about it. They offered to trade me into a better truck, when I asked them on the phone they meant a truck of similar condition and mileage, minus the frame rot. My credit for a trade-in was only $8,000, so Im not sure if Id even be able to find the same vehicle in better condition for that price in their lot. I wanted to simply return the vehicle but was told they have no return policy. Therefore, I want my money back or some sort of action taken.Thank you, hopefully you can help and I appreciate your time!

  Business Response

  Date: 04/23/2024

  I am sorry you feel this way, however it is our policy that all vehicles are sold "as is". We do not have a mechanic onsite that is why we strongly encourage you to either fully inspection it yourself or take it to a licensed mechanic and have them inspect the vehicle for you. We offered to give you all of your money toward another vehicle that you would purchase here. We do not have to do this, we were just trying to make it right. But unfortunately we do have a no return policy and all sales are final. 

   

   

• Initial Complaint

  Date:03/06/2024

  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.

  Purchased a used truck at Sand's Auto Sales on 3/2/24 at about 230pm. Left the dealer for home and made it 25 miles down the road and the truck started to sputter. Couldn't call the dealer as they closed at 3pm. . I had the vehicle towed home for an additional $300. Took the truck to a local shop and paid another $100 to have it diagnosed. Cylinder 4 is not firing. I called the dealer on Monday, and **** the owner of the dealership said they would help me out with the repair. Now they will not return my calls. Also purchased a coil pack in Cambridge before having it towed for $58. It is currently at another shop awaiting repair. (****'s in **********).

  Business Response

  Date: 03/07/2024

  ************** purchased his 2017 ***** Silverado and declined any type of service contract. He signed several documents and was explained this vehicle was sold AS IS. He did call the dealership and I was not able to get back to him before he contacted the BBB - at this point I don't think anything I could do would make ************** happy. It is unfortunate this has happened and we would love to be able to know the future issues any vehicle we buy or sell would have. 

   

• Initial Complaint

  Date:11/28/2023

  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 visited Sands Auto on 9/2/23 due to an ad for the sale of a 2014 GMC Terrain, 50k miles, for $9,995. My friend and I drove 1HR from Plymouth, ** to Cambridge, ** to look at the truck, test drive and hopefully purchase. A Lady salesperson assisted me with the keys to the truck to test drive. I walked to the lot alone with my friend. there was no gas, the light came on when I turned the truck on. I stopped at the office the sale lady salesperson put some gas in the tank. I went for a test drive. I came back with my deposit as everything seemed to check out just fine. During the check out process I requested the car fax history, was told that I would get that with my paperwork at the end but when I got home, it wasn't there. I paid cash and paid the extra 3% card processing fee. I drove the truck back home. I did not drive the truck again until 9/12/23 and while driving on the highway I felt hard bucking and gear shifting. I pulled off the highway to an auto shop. I called Sands Auto to let them know what was going on in that moment. Then I called the mechanic the next morning informed them that my truck was having transmission issues and I wasn't sure why with the low mileage. The mechanic took a look and gave me an estimate to replace the entire transmission. I then called Sands auto to give them the update. ***** the manager was offering to repair the transmission but I reminded him that I live an hour away and the car cannot be driven. He told me he would return my call after speaking with his manager. Except ***** didn't call me back. I called him several times because he would always say the the needs to check something with the owner but then never call me back. Finally, I spoke with the owner who was also interested in helping and call me back by 4pm that Friday. **** never called me back. I even left hime two more message to return my call. To this day I have not received a call or a resolution to this matter. I want a reimbursement for the repairs.

  Business Response

  Date: 12/11/2023

  Sands Auto Sales sells all vehicles as is. You were well aware of this as there was several documents you signed knowing this. We also strongly encourage our customers to purchase a service contract - as this would cover repairs that *** arise. We are unable to know if or when a used vehicle we sell would end up having a problem. We also encourage all customers to have the vehicle inspected before purchasing a used vehicle. 

• Initial Complaint

  Date:11/03/2022

  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.

  These people are putting trade in vehicles back on the streets that just dont belong there. We got a truck there a few weeks ago and the entire rear frame of it is rusted to the point that less than a third of it is remaining. Several professional estimates later, were told that it isnt safe to be on the road and even a minor impact from the rear would crumple the entire rear of the truck up and into the second row seating area. Not only that, but the oe parts required to redo any of it, arent in existence anywhere anymore and no one will even commit to fabricating the parts themselves because theres no way to know what the manufacturer specs were, thereby making this vehicle UN-FIXABLE!!! We cant tow with it or go places with our kids or our dogs in it, which was the ENTIRE point of our purchase! When the owner was told about these issues, he was less than responsive and were stuck with a vehicle that isnt safe to drive and isnt repairable. Dont buy from these people. They have no idea what kind of risk theyre taking with peoples lives and whats more THEY DONT CARE!

  Business Response

  Date: 11/04/2022

  Unfortunetly all used vehicles are sold as is. You signed several forms knowing this. Sand's Auto Sales strongly encourages all customer to get inspections on vehicles before purchasing as we do not have professional staff on duty that would know of an issue such as this. 

  Customer Answer

  Date: 11/04/2022

   I am rejecting this response because: This business has an entire shop with an auto lift. There was a vehicle up, when we went through it to use the restroom.  You have EVERY opportunity to fully inspect the vehicles that you are sending out onto local roads. This vehicle SHOULD NEVER HAVE BEEN SOLD to anyone or put back on the road. As is is one thing, when a vehicle is actually able to get or to be repaired. Its not like we werent ready and willing to put money into this vehicle, we certainly were. THIS vehicle is a DANGER and you are selling vehicles without ANY regard to the lives of those traveling in them. This vehicle was sold to us under the guise that it was a well worn, yet fully capable vehicle and it ABSOLUTELY is not! Its certainly not worth the money that was paid for it and YOU are the responsible party. 

  
  

• Initial Complaint

  Date:10/13/2022

  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 2014 pickup from sand's auto on the 8/11/2022 on the way home had a vibration and a growing sound it sounds like a transmission problem. spent ****** on the **** thing and now i got to fix it this is bull they s**** people over i'll never go back to them

  Business Response

  Date: 10/18/2022

  Unfortunately we are not able to tell if something would go wrong with the vehicle. Sands Auto Sales strongly encourages customers to get an inspection on a vehicle before purchasing it and also purchase an extended warranty to be able to have something like this covered should there be any unforeseen issues.  Also all vehicles are sold as is. 

  Customer Answer

  Date: 10/18/2022

   I am rejecting this response because:
  
  i bought a warranty on my last pickup i bought from them no one would take the warranty so i had to pay for my own repairs they s**** people over. i don't want anything to do with them anymore  .