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:01/02/2025

  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.

  They will not issue a tag for my car it’s been three months my tag is expired and they keep giving me the run around about it they will not make me an updated tag

  

  Business Response

  Date: 01/02/2025

  This was completed and mailed by SCDMV in December to *** *********** *** Laurens, SC 29360. Apparently, there was an issue with address previously in their system. 

• 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 purchased a vehicle from them in at the end of February 2024. I paid a $3000 deposit and now have monthly payments of $500 that I am current on. Since the purchase the car has been in the shop 8 times for different reasons which began the week of purchase. This has caused me to be out of work for a total of 12 days due to transportation. This has also cost me $600 in my own repair money. I have a warranty on it until 36,000 but have to have a $100 deductible every time it goes in the shop and the warranty does not cover everything. It has been in the shop since purchase. I request to have a replacement car, or the loan void and money returned. This car should not have been sold and I am looking to the Better Business Bureau for help to prevent this from happening to anyone else. You should receive working goods if you are paying for it.

  

  Business Response

  Date: 09/03/2024

  Good Morning,

  I have checked on *** ******* vehicle and she has picked it up from the shop. The vehicle required an alternator and a battery. We covered the battery due to the fact that one of the original invoices ( Kim Auto 3/27) noted a bad battery terminal. Family Auto of Taylors sells vehicles as is with a third party warranty (AVP). That warranty covers a lot of items but not all and does have a $100 deductible. We regret that any of our customers have mechanical issues and we try to work with customers to help them navigate their warranty including paying for tows up to $100. 

  Please don't hesitate to reach put if we can help you in the future.

  Thank you,

  Christy R*******

  **********

• Initial Complaint

  Date:05/06/2024

  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.

  We bought a 2012 Ford Edge on 11/26/22 from Family Auto. We pay $143.00 per week for the car and all payments are up to date. We have full coverage insurance through Family Auto and the payment for that is included in the $143 weekly payment. We also have a 2 year or 36,000 mile warranty provided through Family Auto. On 12/5/22 We hit a deer with the car messing up the front passenger side. We filed a police report and turned the police report into the Dealership on 12/6/22. We were sent to *********** **** to get a quote to have the body damage repaired. We received the run around from *********** **** and Family Auto for over a year and the car is still not fixed. Fast forward to present day we have a turbo issue with the car along with the front end not being fixed. We were sent to **** **** where the turbo was replaced and the $100 deductible was paid. The issue is not fixed the car was sent back to **** auto 2 times where it was decided that the converter was bad and that is not covered by warranty. So upon talking to Family Auto were sent to Kimbrells where we were told they could also handle the body work. ********* has sent the estimate into Family Auto over 4 weeks ago and we have made numerous attempts at contacting Family Auto to find out what the hold up is with no response or solution. I emailed Family Auto from the BBB website last Thursday with no response. The warranty is almost up on our car and the repairs needed to be made will become our problem and that is not fair considering we have been doing this over a year. The resolution we are searching for is 1) The car is fixed both body damage and mechanically with Family Auto paying deductible. or 2) We are allowed to trade our current vehicle as is for a vehicle on their lot of similar size and value per body damage. Thank you for your help in this matter, ****** *** ***** *****

  

  Business Response

  Date: 05/09/2024

  The ******* did purchase the 2012 Ford Edge from Family Auto of Taylors. We sell vehicles as is with a third party warranty for mechanical issues through ******* ******* ********** that is 24 months or 36,000 miles whichever comes first. We have several mechanics in the area that work with their warranty company and as a courtesy we try and help our customers navigate their mechanical issues and use of their warranty. We did refer the ******* to ****** ********** and they went by there on 4/5/24 but the mechanical issues could not be properly diagnosed because they stated that they could not leave the car. We are happy to help them but they must leave the car before the warranty has run out. 

  The ******* opted to put liability only insurance on their car and get the ******** ********** ********* ***** coverage through ****** *********. It has a $500 deductible. They pay $18.00/ week for this. I have received an estimate on the body damage 
  (attached) and will be happy to file the claim. They need to schedule a time to drop it off with ******** and pay them the $500 upon pick up. 

  Please let me know how we can further help. 

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

   

  Customer Answer

  Date: 05/09/2024

  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. 
  

  We were told my ********* and *********** **** that the claims have to be approved through Family Auto before the work can be done. Both the mechinical and the body work claim has been submitted to Family Auto multiple times. When the turbo was fixed the warranty claim had to be approved and the part ordered before just dropping the car off. We have done our part. The claim needs to be submitted and approved before we can drop the car off for any work to be done. As we were explained the process by both ****** and ******** ****. We have spoken to ******** auto multiple times and they say they are waiting for Family Auto. We cant even get a return phone call and when we go in person we get told “we will handle it” and then nothing happens. 
  

  Family Auto needs to uphold their end and file the claims that should have been done a year ago and work with their customers who have their accounts up to date and are doing the right thing. 
  

  If we can not reach a resolution peacefully we are willing to seek arbitration or return the car voluntarily. We wish for it to not come to that but at this point pushing the blame and being unwilling to help or communicate does not make for a great working relationship. 
  
  Regards,
  
  ****** *****

  

  Business Response

  Date: 05/28/2024

  After checking on this today, It appears that the customer has dropped the car off at ******** for repair.

  Thank you,

  Christy R*******

• Initial Complaint

  Date:08/17/2023

  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 bought a car back in January of 2023 from Taylor's family auto and first thing they did was they gave me the wrong car and would not give me the correct car on my way home the muffler fell off of the car so it had to be towed the very first day second they sold me a car without me having a Driver's license or insurance on the car Third they have had the car in the shop 5 different times Adding up to 30 days Being repaired and the problems are still there. They are trying to charge my card for $50 fees but they will not tell me what they are about and will not give me a print out on the charges and what they encourage so that is fraud cause I did not give them permission to do so and now they are being very very rude They are trying to charge my card for $50 fees but they will not tell me what they are about and will not give me a print out on the charges and what they encourage so that is fraud cause I did not give them permission to do so and now they are being very very rude

  

  Business Response

  Date: 08/17/2023

  Ms ******* was in our office yesterday. All of the information concerning the repairs that she is responsible for was provided. These are attached to this response, along with the Other Charges payment schedule that she signed. She was satisfied with this when she left. 

   

   

  Jamie R*******

  Customer Answer

  Date: 08/18/2023

  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. 
  
  

  I walked out of the office while she was telling me she wasn't going to look for the records that I requested. She told me to call the warranty department to get the details. I spoke with them and they said Family Auto has the information. That they only have the motor replacement date and they have had the car in their possession for repairs for over 30 days. And the issues are still there. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:12/07/2022

  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.

  My girlfriend and I recently went to familt auto to purchase a 2013 ford fusion. They told us they would fix the coil pack and they did. Soon after they were fixed the car started to run sluggish. We have tried multiple times to call them about the issue they would never pick up. And they also told my girlfriend she could not call for me if I needed her to because of my job. She and I both asked to pick up the car because we are no longer satisfied and they basically told us this morning we could no we would have to make a payment.

  

  Business Response

  Date: 12/13/2022

  We would be happy to assist the customer with getting repairs completed on this vehicle. We are open on Monday-Friday from 9:00-6:00 and Saturday from 10:00-5:00. We have 4 phone lines, and answer every call. Because of privacy laws, we are not able to share account information with anyone other than the account holder. At this time, we have picked this vehicle up and sent to a shop. 

  

  Business Response

  Date: 12/16/2022

  We are required to send a 10 day letter allowing the customer to redeem the vehicle after they turn it in. We are still willing to have any mechanical issues addressed for the customer.

  Customer Answer

  Date: 12/16/2022

  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,
  
  ****** *******

  they are still charging a car payment after a repossession. Not only that stated they will sell the car at a private auction on ***** **** rd. They have never addressed to fixing our mechanical problems nor communicated with us in way that they will be still charging a payment. We would love to speak with the owner or at least someone other than finance about this issue. And they can speak with ********* ****(my girlfriend) in regards to anything even though she is not on the account but she can speak on behalf as to where I work all the time.