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:11/16/2023

  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.

  On August 15th I made a $1500 down payment on a 2012 Nissan Altima at family auto of Whitehorse Road. I was paying $147 a week. The car was running good for about a month and a half . on October 2nd the transmission went out. So I got it towed to perfection auto. The car stayed in the mechanic shop for two weeks. during those two weeks I kept trying to reach out to both family auto and perfection auto to get an update on my car. They kept telling lies about the car getting fixed. I still payed my payments on time while the car was in the shop. I got the car back on October 13th . The same night I got the car back , the transmission went out again. I was able to make it home but the next day I called family auto and told them about my car again and they didn’t seem to care about it so I left the car in my yard for a couple of days until I found a personal mechanic. On the 27th my car got towed again to perfection auto So they can put in another transmission. I called back on 6 November and the mechanic shop told me that they never got a transmission shipment. So I called family auto, and they told me that the shipment was lost. So I called Davis the manager of family auto and he told me that it should be another transmission shit to the mechanic shop on 9 November or 10 November. I called the mechanic shop on Monday, 13th of November and then he told me that the car would be ready on Wednesday because they’re still waiting on a cooling piece for the transmission. I called today Wednesday the 15th in the car is still not ready . I just want my money back. I paid on 2 months worth my car payment and haven’t drove it .

  

  Business Response

  Date: 12/12/2023

  Family Auto does not fix vehicles. We sell and finance vehicles. We have a 3rd party 2 year or 36k mile warranty that comes with all vehicles sold at Family Auto of White Horse. The customer in this case had a vehicle which ended up needing a new transmission. It was the customers responsibility to ensure it was fixed as they are the owners of the vehicle. We helped facilitate the repairs by ordering a transmission for the shop to put into the vehicle. We do not control how long it takes for the 3rd party mechanics to install the transmission, nor are we responsible for the quality of work done. The customers transmission was fixed by the mechanic and is now driving the vehicle and is up to date for the most part on his account. There is no issue at this time. 

  Customer Answer

  Date: 12/14/2023

  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. 
  
  Regards,
  
  ****** **********

• Initial Complaint

  Date:02/17/2023

  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.

  Purchased a vehicle from family auto that by law is deemed faulty after they had told me the truck had just came from being fully serviced. I’ve called them numerous of times about the vehicle and they don’t seem to want to help at all with my situation and it’s hard to pay them weekly and having to keep paying to get things on the truck fixed.

  

  Business Response

  Date: 03/16/2023

  March 8, 2023

  Dear Ms. R*****,

  Family Auto of White Horse Road, LLC (“White Horse” or “FAWHR”) offers used cars for sale with warranties and provide loans in house or through 3^rd parties, colloquially known as “Buy Here/ Pay Here”.

  On September 26^th, 2022, Mr. ****** purchased a 2003 ********* ********* **** from FAWHR.  He paid $1,250 down toward the car using.

  Mr. ****** signed an “Understanding & Agreement Form” (see attached) with Southeastern Auto Acceptance, LLC, the company that provided Mr. ******** financing, in which he acknowledged (in item 3) that even if the vehicle has problems or issues, he is still responsible to make the scheduled loan payments, regardless of vehicle status.  Something Mr. ****** has not done.

  FAWHR sells used cars, and though we endeavor, with the help of our repair shop partners, to provide vehicles to customers that are safe and mechanically problem free, it is not possible for the mechanic to catch every possible issue.  Even brand new vehicles experience mechanical issues, hence the need for warranties and “Lemon Laws”.  To offset the expected expense of eventual issues with the vehicles we sell, every automobile is sold with a 24-month or 36,000-mile warranty limiting the customer’s repair costs to $100 per repair (for covered expenses).

  Mr. ****** signed a “We Owe” form (see attached) whereby he acknowledged there was nothing evidently wrong with the vehicle at the time he purchased it.

  Mr. ****** also signed a “Buyers Guide” that notes the vehicle is sold “As Is” (see attachment).

  Finally, the staff at Family Auto of White Horse Road called Mr. ****** 8 times between the date we received the complaint and the end of February.  Mr. ****** did not answer any of those calls and never returned any of them, either.  The manager at that location has agreed to let Mr. ****** return his vehicle and to not report it to the credit bureau, exactly what Mr. ****** stated he wanted.  However, due to the current status of his account time is of the essence if he is to complete the return voluntarily.  An involuntary return of the vehicle would likely be reported.

  With no current communication from Mr. ******, we must assume that either the vehicle has been repaired to his satisfaction, or he has otherwise decided not to return it.  If this is not the case, we will still accept the voluntary return, unreported.

  Thank you,

  Charles G*****

• Initial Complaint

  Date:10/03/2022

  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.

  On July 1st I walked into this business I had 54,000 in cash I wanted to purchase a vehicle the salesman I spoke to Steve directed me to ford edge 2012 he would then tell me that it's fully loaded brand new tires system no problems and they wanted $17999 for the car and then asked if we can test drive vehicle when we test all the vehicle everything seems fine there was just no gas so I only was able to circle the block everything seems fine so I was ready to purchase the vehicle during the process of trying to purchase a vehicle I wanted to pay straight out so I asked if they would lower the price on the car he spoke to the owner and the lowest they would go is $15.99 with a promise of a high dowm payment and then explain that I wanted to buy the car straight out the salesman told me that if I did that then the warranty that came with the car was not avoid in order to get the warranty I had to refinance through them and pay one year same as cash I brought my boss with me when I was purchasing the vehicle he then told me I needed to cosigner and a letterhead stating where I worked how much I made an hour and how many hours I work my boss agreed to cosign they only ask for 10% down payment and I put 50% down with a promise of a low monthly payment in the 100s on my contract my payments were 163 bi-weekly I was told to get full coverage and I did my payments were still in the high 300 a month they charge me a $500 maintenance fee for no reason also on my contract I was signing on a co buyer spot and I asked the lady a while I was signing there and she told me it didn't matter so I continue to sign after getting in my car and driving it to the gas station my check engine light came on I did make the salesman aware went to AutoZone to get it plugged up they then told me that my turbo is over boosting so I let the salesman know also it was really dirty and hasn't been vacuumed out the tire was flat my payment was due 15 days after making a $8,000 there is more to this

• Initial Complaint

  Date:07/18/2022

  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 purchased a 2012 Ford Focus on May 7 2022 from Family Auto of Whitehorse Road and on July 8. The transmission went completely out on the highway while on my way to work. I called to let them know what the information screen was saying in the car. They sent a towing company to pick up it up With it being the weekend they told me no one will be able to look at till the beginning of the week. I didn’t receive a call from the dealership or the repair company on Monday. Tuesday morning I called FA again to see if the car was being repaired . They had to give me a call back because they didn’t know where the car was towed to. When i called back to see if they had found the car the receptionist answered saying she didn’t know what was going on because she’s not a Machnic and that she could give me the repair shop phone number. I called ******’s Automotive and they informed me that it was truly the transmission that was gone and that FA doesn’t want to pay for the repairs because the car has a dual clutch and the total repair price is $7000 and needs a special tool to do the job. The guy at the repair shop also said that Ford would loan him the tool for the job. July 15 I went to FA to inquire about the process of getting the car repaired. The owner said that he’s not paying for the repairs because they wants him to pay for the tool as well as the repairs. He tells me that he can put me into another Ford that is lesser value then what I have but expecting the same payments and pay off cost. I told him that the car did not meet my expectations and what I want to spend my hard earned money on. He told me the only other option is to wait until they find someone cheaper to fix the car. I asked how long and if they can provide me with a loaner car. He immediately said no and that it was in the contract that they don’t provide loaner, reimbursement for rentals, or money back . I looked over the contract and I can’t find this information anywhere. At this point I feel stuck.

  

  Business Response

  Date: 07/20/2022

  To Whom It May Concern,

    ******* ****** purchased a 2012, Ford, Focus with the VIN consisting of ***************** here with us at Family Auto of White Horse and ************ Auto Acceptance, LLC on May 7th, 2022. On Friday, July 8th, 2022, the customer ******* called into the office stating that her car was at her work and she was pretty sure the transmission was messed it up. She said that she would need it towed. ****** Towing picked the vehicle up from the customers work and towed it to ******'s Auto in Anderson. On Tuesday, July 12th, the customer called and was let know that her vehicle was a ******'s Auto. We are not a repair facility and do not own the shop so the length of time it takes to inspect and diagnose a vehicle is out of our hands. We did call the repair shop after speaking with Ms. ******. The repair shop let us know it was the transmission is out and was going to charge over $7,000.00 to do the transmission repair and we would have to supply the tool. We decided the best to move the vehicle to another repair shop and get it fixed under warranty. The customer also has been offered to be exhanged into another vehicle of equal or lesser value. She was not happy with the selection we had on the lot. So, We are fixing the vehicle she originally had. As far as a refund; there was not money given when ******* purchased a vehicle. She traded a vehicle in with a trade allowance $1000.00. I have attached documents with the warranty information, so she will know it will get fixed under her warranty. Also, attached a Buyer's Guide stating she purchased a vehicle as is- no dealer warranty. The Buyer's Order is attached to show the trade value. An understand and agreement form is attached as well; this just is initialed and signed by the customer.

  Customer Answer

  Date: 07/22/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:06/03/2022

  Type:Order 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 was sold a vehicle that had no current title I was told that when I bought the car they had just received the title. After 2 days from purchase they call and tell me they don’t have the title and can get it so I need to exchange for a another car of equal value on their lot I was not wanting to do that because I like the car I picked they said they could give me a car to drive for them to send the one I purchased to get a inspection by GA DOT and made me put insurance on another car and forged registration documents to make it look as if I was buy another car to be able to put a temp tag on it for me to drive. After a week and a half they said my car was ready to pick up and I went and got it and dropped the other one off. Around may 1st of 2022 I called asking when my license plate will be delivered to my residence and they informed me that they don’t have the title to just wait and if I get a ticket or get pulled over they will go to court and tell the judge what happened. I agreed to it and now on June 1st of 2022 I called asking for a update and was told I can either keep waiting or exchange it out for a different car on the lot but they have none in stock at this time so may I also state for any record I am not behind currently on my payment nor have I ever been behind.

  Customer Answer

  Date: 06/06/2022

  I would like to withdraw my complaint we have settled everything and I am extremely satisfied with the outcome

• Initial Complaint

  Date:06/02/2022

  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.

  I purchased a Dodge Charger from them in February gave them 3500 down and a vehicle was over a month ahead in payments and at the end of April got hit by an 18 wheeler the insurance company paid them for this car bc they totaled it out the car lot told me not to worry they would put me in another vehicle well after they got cut the check they said another down deposit of 600 so I did I did not get a choice of car they put me in a vehicle just last Wednesday that was not on the lot it was in their garage as soon as I left in this vehicle and got home I contacted the man via text so I have proof that I let him know there was no ac he said bring it back then said it would be fixed but the people never have time the oil is leaking the shocks are messed up it’s whining when turning and backing up and the engine light came on it was not on when getting in this vehicle I have it checked and the evaporation system has a leak. Then the key is broke it stays stuck in my ignition and comes out the key port it’s in so if it falls off I’m screwed if it gets lost I literally have had this car a week and it’s multiple problems that I have messaged him to have proof I don’t want this vehicle I’d rather have a refund of my 600 dollars so I can go elsewhere please can you help me

  

  Business Response

  Date: 06/13/2022

  To Whom It May Concern,

    ******** ***** purchased a 2007 Chrysler 300 from us on May 26th, 2022. After completing the test drive, the customer wanted to purchase the vehicle and signed documents (as you will see because they are attached). The customer initialed a WE OWE stating nothing was due or owed. The customer also signed a Buyers Guide stating the AS IS with a third party "LIMITED" warranty. The dealer does not provide a warranty for any repairs after the sale of the vehicle. The customer can have the issues with her vehicle fixed under her third party warranty which we have let the customer know that as well. The down payment is a NON REFUNDABLE OPTION TO PURCHASE. The customer also initialed both receipts stating that it was a non refundable option to purchase. If you have any additional questions, please reach out. Thank you, Family Auto of White Horse