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:09/12/2024

  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.

  My car has been put in the shop over 6 times since march of 2024 for shaking and engine problems I keep telling them that the car is not right the car continuously shuts off in the middle of traffic while I have my child my car was put in the shop last week I got it out two days later it cuts off on me in the middle of traffic family auto told me to go to they shop when I got there they ran a diagnostics test and said nothing was wrong with my car when the ego e light comes back on then return and we will run another test. I am going to lose my job and family auto has no care in the world that I have a child and the car is dangerous to drive they said there is nothing they can do about it until something happens so what is they waiting for me and my child to die on the highway or in traffic I’m fed up with this and I need some help now my car has been in the shop every month since I’ve purchased it please help me

  

  Business Response

  Date: 09/12/2024

  We understand *** ********* concerns and I personally interceded last week to solve the issues with her car. Please keep in mind she has been driving the car for over six months. She had concerns about her car shaking and the check engine light being on. We replaced some suspension parts, performed an alignment, and installed four new tires. We did not charge *** ******* anything for these repairs. We did attempt to address the issue where she stated her check engine light was on, but the check engine light was not on at all and there were no fault codes. Only on Tuesday of this week, after getting her car back last week, did *** ******* say anything about her car cutting off. We immediately advised her to go to a different shop for a diagnostic. She did take it to another shop on Wednesday. The check engine light was not on and there are not any engine codes indicating any known issues. The shop performed a computer diagnostic on the car's computer and said the data history in the vehicle's computer does not reflect any recent faults or malfunctions. The car did not "cut off" at anytime during this diagnostic, nor has it ever while in the care of a mechanic. The mechanic shop suggested that *** ******* leave the car with them for a few days and they would drive it to run errands and see if they could get the problem to occur for them. She refused. We then told her that if the light does come on, she needs to immediately take the car to a repair shop to diagnose. She indicated she had no intention of doing that and kept demanding to trade in her car. We explained to *** ******* that we are not going to trade her out of the car when we can't find anything mechanically wrong with it other than her saying it cuts off. We rarely trade customers out of their vehicle unless there is a major issue that we are unable to correct, but even then that is usually only within the first couple of months. We are not going to trade *** ********* into another car, especially when we just repossessed hers for non payment. We even let her get it back and only pay the repossession fee with the promise of her paying us the rest of the money, which she has yet to do.

  Customer Answer

  Date: 09/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:08/29/2024

  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 financed a vehicle from them basically I test drive the vehicle I didn't have any problems later on that same day the vehicle didn't want to start back I contacted the dealership and explained the situation they set me a appointment to go to a car shop and they didn't fix the problem either because once I got my vehicle back it started doing the same thing continuously I contacted the dealership once again about the problem they sent me to a different car shop and when I picked up my vehicle the same problem happened the following day after picking it up every since that day the problem has became a every other day type of thing i financed the vehicle the end of February and im still having the same issues today idk if the shop is doing there job and the dealers are not being fair because its been months and they dont want to allow me to exchange the vehicle or give me a loaner while the vehicle is being worked on so it has me missing days of work

  

  Business Response

  Date: 09/23/2024

  We understand that *** ******** is frustrated regarding his vehicle needing repairs. Unfortunately, every machine made by man will fail at some point, which is why every car we sell has a 2 yr/ 36,000 mile warranty. As *** ******** stated, the car had no issues initially with the vehicle. We show that *** ******** had been in the repair shop on 3 separate occasions for three unrelated issues, despite the customer stating it was the same problem over and over. Thankfully, *** ********* warranty covered replacing the engine, a camshaft sensor, a thermostat, a water pump, and a radiator. *** ******** received over $3500.00 in work and only paid $200 in deductibles. *** ******** eventually had another issue with the car related to a damaged wiring harness and fuel pump computer which were unfortunately not covered by the warranty. The wiring harness was not damaged when we sold the car. The repair was going to be roughly $950.00. We made an offer to *** ******** to pay $240.00 as a down payment on the repairs and to bring his seriously delinquent account up to date and we would refinance the difference of his repairs into his loan. He refused and abandoned the car. *** ******** did not mention that he had been in jail and we worked with him to help him keep his car He also did not say that he would rush the mechanics on each repair and even tried to get the shop to give him the car back even though it had a bad engine and was overheating. We provided excellent customer service and did our best to assist him in any way.

  *** ******** has abandoned the car is is extremely past due. For these reasons, we will not be offering any refunds or to get him into another vehicle.

  Customer Answer

  Date: 09/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:03/14/2024

  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 have been financing a vehicle from Family Auto of Greenville since June 1, 2023. On Dec 28, 2023 the engine blew up in Lexington, NC when I was trying to go to a funeral in Washington, DC. Family Auto had it towed the next day to the repair shop and I was informed that I would be responsible for the towing fee. I had to Uber and pay people to take me back and forth to work the entire time it was in the shop. Once the engine was replaced according to my warranty I had to pay $100 deductible to get it back. On March 4, 2024 the engine blew again. Family Auto of Greenville had it towed and until this day March 13,2024 it's still in the repair shop. I am paying Uber to take me to and from work. This is my only means of transportation. I've called the representative of Family Auto of Greenville (Ms Ashley) who's responsible for my account. I'm been told each time I called she's not there. She made it clear that I should speak with her in regards of my account. I reached out to the repair shop via text. I called Family Auto of Greenville and asked for the General Manager, Mr Bishop transferred me to a females voicemail. I didn't leave a message because I knew Mr Anthony is the General Manager. I finally was transferred to his voicemail after I was told he didn't have one. I cannot afford to continue to catch Uber. My payments are on time. I deserve a reliable vehicle. This has been a horrible experience with this vehicle. Can you please help me? I still have a copy of the text conversation from the repair shop.

  

  Business Response

  Date: 03/14/2024

  Ms. *****, we certainly do apologize for your inconvenience. I will try to address the issues you have in the order you stated them. Your initial concern was having to pay the tow bill. You have had to have the car twice due to failed engines. Both tow bills were $125.00 each, for a total of $250.00. Your warranty covers up to $100.00 of any tow. This means the warranty company paid $200 in total tow bills for your car, and you are responsible for a total of $50.00 in uncovered towing expenses, which neither has been paid. In regard to your vehicle being in the shop 9 days. Honestly that’s not bad for an engine replacement. However, the true delay is due to the fact that the engine that was installed in January was under warranty from the supplier, a third-party company we have no influence on. They have a rigorous process to identify if the engine they supplied was faulty or if the second engine went bad to other failed components. They are still in the process of evaluating that and after speaking to them this morning, they expect to be able to make a decision on that today or possibly tomorrow at the latest. I am unable to get an estimated time of the new engines delivery until the order is placed. The repair shop has complied with all of their demands and is just waiting on a final decision. Obviously, the warranty would rather not have to pay for another engine if the first one truly was bad. Yes, you were correct in trying to reach out to your account Manager Ashley. Unfortunately, she was rushed to a hospital during work last week and had to have an emergency surgery to remove one of her organs. She is supposed to return to work on March 21st, 2024. We also have systems in place as to how we do business. One is in regards to customer complaints. Our account representatives are required to transfer any complaints to their supervisor in order to get it resolved. If their supervisor is unable to resolve the issue, when given the opportunity to do so, then I, the General Manager become involved. We have nearly 700 customers and I honestly do not have the time to engage with every single one of them when they want to talk to a manager. I do apologize, but I did not receive your voicemail until this morning, but have not had the chance to return your call as of yet. In regards to assisting you, I do have two options that may be helpful for you. The first is that I can defer your payment, meaning that you will not need to make a payment on 3/15/2024 and won’t have another payment come due until 3/29/24. The other option is that you can apply for a new vehicle and we will take yours in as a trade and consider your current loan paid in full. Due to the balance of your loan, this option would not put anything towards a down payment on another vehicle. Your budget and choice of vehicle would determine if and how much of a down payment would be required. Please let me know how you would like to proceed.

• Initial Complaint

  Date:08/23/2023

  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.

  So I purchased a car on 8/19/2023. On the test drive the car ran fine. But after I drove all the way from the dealership, to Anderson where I live, the car started smoking and leaking by the time I put it in the park. And overheated. I just simply feel like since the car started acting up within 45 minutes of me purchasing it. I should’ve been able to return the car and get my down payment back. Or a discount on the vehicle or something. This is just a scary experience for me, considering this is my very first vehicle that I’m purchasing on my own and I had my two kids in the car with me. The thought of the vehicle shutting down on me with them in the car with me is just overwhelming.

  

  Business Response

  Date: 08/23/2023

  Ms. Williams, thank you for reaching out to us. Due to the minor nature of the repair we would not be able to offer a refund or reduced pricing in this matter. All of our cars, including the one you purchased, go through a 70 point inspection and are test driven regularly. In this instance, one of your coolant hoses failed causing the smoke and overheating. It is very difficult to determine if a hose is going to go out in the near future during an inspection. We are happy to inform you that Family Auto of Greenville paid for the tow and 100% of the repairs. We do apologize for the inconvenience.

• Initial Complaint

  Date:05/04/2023

  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.

  I currently have a 2009 Hyundai sonata and I went to pay my bill online and it says my loan has been closed and that I owe $1264 and my credit file shows that I never made any payments since I got the car which is incorrect and it shows that I owe $13,000 on my credit file to and this is incorrect I am trying to figure out why my Loan was closed with out notifying me and I seem to not be able to get any answer why and when I bought the car they told me I need a tune up and that was it but no I had to do more than a simple tune up the car is junk and barely runs even after doing replacements I already spent like 6,000 in replacements on the car to try and keep it running

  

  Business Response

  Date: 05/04/2023

  Mr. ****, Thank you for reaching out. We have been trying to reach you for over a month regarding your past due balance, so we do encourage you to give us a call at 864-******** to see what we can do to work towards getting back on track. If you will review your documents, they clearly show the loan is open and you are in fact past due $1264.00 and your total loan balance is $13308.92. This amount increases daily due to interest and when you don't pay, the balance goes up and up. We have not closed the loan. When paying online, you only have the ability to pay the full past due balance. If you would like to pay a lesser amount you will need to call our office at 864-*********. We only report your loan to the Equifax credit bureau, so it may not show up on a Transunion or Experian credit report. Your account has been reported monthly. In regards to any repairs that you may need, you do have a 2 yr/ 36,000 mile warranty that will cover many repairs and will only require you to pay a $100.00 deductible regardless of the full cost of the repair. Please contact a local repair facility to schedule and appointment. I have attached the warranty information for you. Again, we would like to help you bring your account current while there is still time to assist you.

• Initial Complaint

  Date:01/24/2023

  Type:Billing 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 got a car from the company provided, after having many many problems. The company finally took the car back, after taking the car back I was not reimbursed for the money paid after reporting problems on the car multiple time nor was the money I paid for the first car put towards the second car. My main problem now is the first car is affecting my credit score because the company hasn’t taken it off. I’ve spoken to multiple people and they have said it would come off after the first of the year and it’s almost the second month in the year. If something isn’t done I will be getting a lawyer because this is abuse and it’s affecting my wife and kids.

  

  Business Response

  Date: 01/25/2023

  Thank you Mr. ***** for advising me, Anthony the General Manager, of the issue. When you did trade in for the new car, you were advised that we could not reimburse you for previous repairs on the vehicle that you had traded in and that nothing from the previous loan would be transferred as you still owed over $13,000 on the vehicle. While you did not like that information we gave you, you accepted it at that time. We did report to Equifax to remove the vehicle from your credit on 12/31/22. They tell us that it may take 45 - 90 days to show up on their report. In the event they have not deleted that account as instructed, the only way to resolve it is for you to initiate a credit dispute with Equifax. When we receive the dispute from Equifax we will confirm the account should have been removed. I hope this handles all of your concerns and if there is anything else I can do, please call me at 864-********.

  Sincerely,

  Anthony L**

• Initial Complaint

  Date:10/21/2022

  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 family Auto under false pretense that the car only needed a tune-up only to find out the car has bigger issues and it cannot be fixed because the part is on back order. Family Auto told me that they would trade in my car and give me a vehicle that I can drive considering I live in Georgia and this card cannot pass the emission inspection now I am getting the runaround I am a travel nurse and there is no possible way that I can continue driving a car with an engine light on. Also the longer I drive the car the worst the car will be. Also every time I ask to speak to the manager they always tell me he's not in or he just left

  Customer Answer

  Date: 10/21/2022

  The car comes with a warranty. But the part is on backorder so there's no telling when they can fix or if it will ever be fixed considering they can't get the parts so one of the employees told me that they would trade my car in and give me another one because I'm a travel nurse and I have to travel constantly. Only for them to change their mind about it and tell me just because the engine light is on doesn't mean I cannot drive the car but we all know as long as the engine light is on and the car has problems the more you drive it the worst the problem becomes

  

  Business Response

  Date: 10/26/2022

  Thank you Ms. ***** for advising us of your concerns. I spoke with the mechanic that initially worked on your car and he stated that the car was driving perfect and had no issues than the check engine light being on. I have also looked at many parts stores and the part needed to make the check engine light go off appears to be available.  This is why the Family Auto decided it was not necessary to trade you into another vehicle. I have personally, as well as many of our customers, driven cars for years with a check engine light on and never had any issues with the vehicle. It is my understanding that we have requested a second opinion from another shop and you were going to help us locate a shop near your home in Georgia. We have yet to get this second opinion, therefore we are unable to take any further action at this time. Please let us know when you have found a service center that can inspect and diagnose your vehicle.

• Initial Complaint

  Date:06/21/2022

  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 have been a customer since last yr I have had to trade out 2 times for a faulty car now I have a 06 Pontiac g6 and family auto refuses to handle it or communicate on the phone. Everytime my wife or myself call they say I'm not over ur account but can't really tell us who is in charge of our account They couldn't find a transmission for my car and now I was informed that the mechanic shop that has my car is to look and find it theirselves. And the car lot will not give me an answer what are they gonna do if a transmission can't be found it's been broke down since Memorial Day. I feel all they looking for is a quick check they act like they care in til they get the down payment then it's screws you I've never missed a payment even tho my car breaks down repeatedly and they shouldn't have family in their name cause that's false they treat people like a con or snow job I just want a car I can actually take out of town without worrying if I'm gonna make it safe with my family in the car and I have medical issue and need transportation to and from my drs appointments.....

  

  Business Response

  Date: 07/06/2022

  Mr. ****, thank you for your concerns regarding the issues with your Pontiac G6. First, we do apologise for the inconvenience as it has been an odd situation with the transmission in your car. It was originally replaced in January of 2022 under the warranty provided to you when you purchased your vehicle. At that time, you were only responsible for a $100 deductible to replace the transmission. We were advised that on May 27, 2022, that the car would not go into reverse. Thankfully the repairs were still under a 6 month warranty and all repairs were covered in full under that warranty. The company that supplied the transmission was required to troubleshoot the original transmission to verify the defect, which took them about a week and a half. After determining the transmission was not good, the original provider stated that they could not find a replacement in their network and asked that both the finance company and repair shop attempt to locate a good one, as they continue looking themselves. The shop was able to finally find a good, used transmission and it was delivered on or about June 27th, 2022. I was advised as of July 6th, 2022 that the job is complete and the car is ready to pick up, at no charge to you. Please also remember, as we have been in contact based on your knowledge of the situation per your complaint, that we even deferred a payment in an attempt to help with the situation. For future reference, your account manager is named Amber and is your primary point of contact for any situation regarding the status of your finance contract and our Service Adviser, who handles any customer concerns regarding vehicle issues, is named Zach. These will be your primary contacts and the people with the most knowledge to address any concerns that you may have. We want to thank the primary account holder, Donna, for continued business with us since 2006!