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:08/23/2024

  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.

  my car when to the shop for electrical issues. (I was told it was an electrical piece in my car that my car didn't need that when the key is taken out of the ignition or car is shut off it's not actually shutting off the radio and things are still going so it makes the car die which is a piece they would have had to put in the car a tracking device GPS etc. or something like it . while in I asked if they could see why the car was making a strange noise Andrews auto sales called and say it was a water pump which was about $200 plus labor and other things I took laughter to the situation due to the fact I was currently looking at it on amazon for around $33 bucks I know I said absolutely nothing about wanting the part or the work done with exception to the electrical work that needed to be done when I returned to pick up my car later that day I had around a bill around $300 for a water pump, gas and labor which they continuously keep trying to get me to add toward my weekly payments which I will not do the electric issues was there problem the water pump I absolutely do not want and gas the 2nd time before this when my alternator died in the middle of road on me I sent it to them with over a 120 miles in gas showing the officer( due to the specific question do you have gas in your car) and when I returned to pick up the car it had right at about 60 miles which was an ridiculous amount of gas to be using when gas was almost $5 a gallon and to not but any back in there and when I asked about it they just said they don't know and blamed it on each other and the time before the electrical issues came up my tire had plug in it and I been driving around on it for about a week when I took it in to get the bumper look at and when I picked it up I continuously kept getting low pressure tires signals and having to put air in my tire which had nothing to do with the work they were supposed to do honesty I just want my car back it has been very more stressful then I've ever imag

  

  Business Response

  Date: 08/27/2024

  this account has been the most unique I can recall.  Ms. ******* purchased a 2012 Chevrolet Sonic on 4/29/2022 with 85,828 miles, that included a service contract for 24 months or 24,000 miles.  Our records indicate Ms. ******* did indeed request service on 11/14/2022 and her vehicle dropped off with 105,524 miles (4,304 miles remaining on her service contract). The electrical issue was diagnosed and repaired for $200 (as stated on the attached service record) and the water pump was noisy and leaking which would have caused the vehicle to overheat, potentially damaging the motor,. The water pump was covered under the service contract minus a $200 deductible. Ms. ******'s may very well have been able to purchase the water pump on Amazon for $33 as she stated, but the part calls for 1.9 hours for a skilled technician to install and our shop rate is $100/hr, which is significantly less than the average shop rate in Evansville.  We also discounted the ticket an additional $100 to further help Ms. ******* as noted on the ticket.  From here, this appears to be a standard service ticket that we see all time. We also offer interest free payment options if it helps a customer.  Our notes indicate that Ms. ******* declined to sign the service ticket and left the vehicle at our location, now on a year and 9 months. She has continued to make payments on the vehicle and nearly has the vehicle paid off.  We haven't charged anything for storage, which nearly any other business would customarily do.  I attempted to call Ms. ******* to work something out as I do want to help her, but was not able to get through with the number we have on her account.  Please have Ms. ******* contact me directly at ************ **** to discuss her account, insurance, etc  Thanks, ***

• Initial Complaint

  Date:04/17/2024

  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.

  On 2/10/23 I purchased a 2012 Equinox from Andrews auto sales,after only having the car for one month I would smell gasoline while driving,when I called them they told me to bring the car in and they would test drive it the next day,they told me they drove it for quite a few blocks,and smelled no gasoline,one of the guys argued with me and said he smelled no gas either.I take my car home,still driving around town and smelling gas fumes,I had to drive with my windows down it was so bad,so on 4/19 I had to bring it in for another issue,then the mgr tells me I saw where the fumes were getting into your car it was a crack in something I don’t know the exact term,so they fixed the issue after driving around for 2 months smelling gasoline.I have a list of all of the issues I have had with this car.My car has been in the shop a total of 8 times,I have bought used cars in the past and have never had issues like this.As of now my car has been in the shop since March 25 they told me the parts would be in on April 2,when I called on April 9 to check on my car the mgr yelled at me and said he couldn’t help that the parts weren’t in yet,now they are saying my car won’t be ready until the week of April 22 that is a whole month.I honestly think they sold me a lemon my car has been in the shop on 10-16-23,11-27-23,12-18-23,1-15-24,2-23-24,2-27-23,4-19-23,3-25-24.The past 3 times are for the same thing they had no idea how to fix it so now my car is on Andrews lot and the engine is God knows where,they sent it off to get repaired due to either gas or oil seeping into my engine.My fear is having major trouble out of this car after my warranty runs out and having to put thousands of dollars into this car that I don’t have,I alread had to take $2500 for the down payment out of 401K just to get the car.I pray that Andrews makes it right and refunds my $2500,I know things happen with a used cars but this is excessive.

  

  Business Response

  Date: 04/18/2024

  This vehicle is currently in a major engine repair, which is covered under the service plan as the previous repairs have been covered as well.  Ms ********* has had the vehicle 14 months and has driven over 10,000 miles and currently is driving a loaner vehicle while her vehicle is being repaired.  Refunding any money at this point is not an option, but we will offer to release Ms ********* out her contract if she is not happy with our service.  The loaner vehicle will need to be returned by 6:00pm today (4/19/2024).  Otherwise we will proceed with the repair under the service contract agreement.

  Customer Answer

  Date: 04/18/2024

  I’m not in a position to send the loaner car back,because my car is in the shop dealing with major engine issues as the letter stated,since I can’t get a refund,and I don’t have a ride to and from work.I’m unsure why the response said I’ve had the car for 14 months and have driven 10,000 miles,the  average American drives 13,500 miles a year,you guys are making it sound like I caused the engine problems,when in reality I had to take the car back to you guys after only driving it for 2 months after that it was back to back being in the shop.Yes it is covered under the service plan that cost me $2,500 at the time of purchase,and  I’ve had to pay at least 3-4 $200 deductibles,so please don’t act like the car is covered for free and I didn’t pay out of pocket,as well as my $230 car payment paid on time every 2 weeks.Its sad that you guys are in a low income area,and  you prey on people that have low credit scores ,and  not a lot to put down on a car.To sale a car that has issues is not good business.You stated that the loaner car is due today 4/19/24,but today is the 18,I can’t make a decision today,or tomorrow,I have to go car shopping this weekend ,and  will know something by Tues or Wed .

  

  Business Response

  Date: 05/10/2024

  Ms. *********'s complete motor rebuild is complete and the motor performs well.  There is an unrelated electronic module that is causing a different issue that has been ordered from General Motors and is scheduled to be here next week.  Our offer to let her out of her contract still stands if she desires that or she can take advantage the completely remanufactured motor very soon.  

  Customer Answer

  Date: 05/21/2024

  I have spoken to numerous people at Andrews about my Equinox,**** a mgr there told me my car would be ready on Wed, on the 10th *** the certified mechanic told me the week of the 6th .On Thursday May 9 they txt me and said they were putting the engine back in.On Thursday the 16th they tell me there’s a programming issue.One day I call up there and the lady at the desk tells me that my car is at Kenny Kent getting programmed ,I felt like they were giving me the run around,so I go up there and my car is sitting in the lot with other cars .it was never at Kenny Kent that day .Then I  call to check on my car the next day,and now they are just  now finding  out that there’s 2 fuel pumps and now they’re replacing that.Yesterday I called nobody had an update they had to go find out and they called me back a hour or so later.Now today the 21 it’s waiting on an O ring .Two whole months I’ve been paying $460 for a car I can’t drive.They have no idea on how to fix cars,the left hand doesn’t talk to the right hand,and why would they be in a hurry to fix my car they’re still getting paid.That car was a lemon when they sold it to me,and it’s not right how they do people.

  Getting of my contract isn’t an option because I don’t have another $2500-3000 for a down payment.This has been VERY stressful,and what’s worse is when my warranty is up something else major is going to happen,wheather it’s with the fuel pumps,engine,transmission something.I am not happy and I let them know everyday that I talked with them that I wasn’t happy .I guess I’ll see if they have my car ready tomorrow like they said,but for some reason I think it’s gonna be another 2 weeks,or maybe 2 months 

  

  Business Response

  Date: 06/05/2024

  Customer has been in regular contact regarding the status of this repair. Vehicle is currently at Kenny Kent Chevrolet and their master technician is in communication with General Motors. It should also be noted that this customer has also been in a loaner vehicle that has been recently changed.  We are hoping for resolution soon as they have a couple action items underway

• Initial Complaint

  Date:06/08/2023

  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.

  The car I was buying broke down 6 times in the 11 months I had it. 2 times in the first 2 weeks of getting the car. They never actually fixed anything. We gave it back because we couldn't afford to pay 2 deductibles in a months time for a car they were never going to actually fix. This is a common complaint for this company from what I can see on Google reviews. When anyone puts a bad review they put people's personal business about past repos and financial information on the internet for everyone to see. This company had us sign our title over for our trade in before they would tell us what our payments were and of course the payments are ridiculously high for a over 10 year old car, almost $600 a month. They sell lemons and bad mouth anyone who tells the public. They harassed us the first month we had the car to put a good review on Google. Called and texted daily! The last time they said they fixed something they gave the car back with the check engine light blinking.

  

  Business Response

  Date: 06/13/2023

  Our records indicate the vehicle has been in our shop on 3 different occasions.  The first was shortly after the customer received the vehicle, and we repaired a coolant leak at no cost.  Most recently was the vehicle's coil pack shorted out the engine computer.  We replaced under the service contract and the vehicle still needed programmed by a Chevrolet dealer, which we agree to cover the cost within the service contract, and you decided to pick up prior to completing but stated you would take it to Kenny Kent to have it programmed because you needed the vehicle right away. The check engine light was flashing because it needed the computer flashed.  Not ever taking the vehicle to the chevy dealer likely caused it to break down again.  We had the computer programmed, warrantied the coil pack, and had to also replace the spark plugs.  We also changed the engine oil as it was 1300+ miles past due to be changed.  The vehicle runs great now with no check engine light flashing.  This account is past due and in contractual default.  We will return the vehicle to this customer if they get their account current and make the arrangements to cover this last service bill.

  Please have them contact our office at their earliest opportunity.  

  Thank you!

  Customer Answer

  Date: 06/14/2023

  
  Complaint: ********
  
  I am rejecting this response because: this is not true, the car has been in the shop more than 3 times, it was 2 times in the first 2 weeks alone. Nothing was truly fixed and when it overheated again months later we saw that instead of replacing a $25 hose it was just patched. We then spent $200+ out of pocket replacing the hose, thermostat, water pump, and serpentine belt which was what was causing the overheating in the first place. This last time the car stopped we were told it was the starter and would be charged another $200 to replace it, but now after this report the story is that it was not programmed, needed an oil change, and spark plugs. It's hard to believe that this company is being truthful after all this and the many reviews of the same thing happening to other customers. I don't believe in coincidences or the integrity of this company. We have 3 special needs children and we need a reliable car that won't be dangerous to drive in. Honestly even if what you said was true, 3 times in 11 months is a ridiculous amount for a car to break down especially if you are truly checking everything and fixing it. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 06/15/2023

  I will respond based on the facts.  Customer purchased this vehicle 6/10/2022 and has driven 8,901 miles.  To suggest we never fixed anything cannot be true based on usage over time.  I have attached pictures of the vehicle in its current state, showing a busted windshield and apparent lack of care of the vehicle's interior.  Also, the vehicle was over 1,400 miles past due for an oil change but now is running very well after the most recent repair.  This customer has been in default of their contract for some time now, and but we will grant them until 6/25/2023 to redeem the vehicle otherwise the vehicle will be sold in a commercially reasonable fashion.  Andrews Auto Sales has served our tri state area since 1972 and has helped tens of thousands of people get into a vehicle they need, help build their credit, and help get their life back in order.

  Customer Answer

  Date: 06/18/2023

  
  Complaint: ********
  
  I am rejecting this response because: I knew you guys couldn't help but try and insult us in some way. You do it to every dissatisfied customer on Google reviews. The facts are that the car you sold us broke down 3 days after we got it and 5 days after the first "fix". I don't care how long you have been selling lemons to our community. You charge way too much for cars that are over 10 years old and never really fix anything. You patched a hose instead of just replacing it. You gave us a car back with the check engine light flashing, your company is incredibly unprofessional and everyone I have talked to that has went through you guys for a vehicle has said they regretted it. Have the day you deserve sir. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/07/2023

  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.

  I bought a vehicle 10/5/22 from Andrews Auto Sales, i pay $270 every two weeks and I have never missed a payment. I have had two sensors go out, passenger side blowing cold air instead of heat and this 2005 Toyota 4Runner does not have deul control so I had to take my vehicle in to repaired that day then in December I had coils misfire so i replaced all sparkplugs first and i also kept up with maintenance on vehicle. They informed that the first appointment was 1/18/2023 and I would have to drop it off which didn't happen that day. the next day i called in due to cold air blowing out and leaking anitfreeze from somewhere, I ended up having to wait another week to hear from the owner *** who asked me if i would mind to bring it back in when his brother Brian (head mechanic) is out of of rehab. I am still making payments as well as buying anit-freeze to replace it. Dropped vehicle off on 2/2/2023 and still is not repaired. I need help Also the loaner vehicle they lend out if job will take a 2-3 weeks is not safe to be driving, i have videos of all engines lights on, door leaks water into the seat, window wont roll down. Wipers do not clear rain off so cant see and turn signals work most of the time.

  

  Business Response

  Date: 03/07/2023

  Ms ******** has an active service plan claim for the vehicle she purchased on 10/5/2022 that is being worked on as we speak.  One of the cylinder heads on her 2005 Toyota 4Runner needed replaced and she was advised that the job will take an extended amount of time.  Because of that, we offered to let her use a car, which is not typical as we do not have a "loaner program", but we are trying to help while the vehicle is being worked on.  She has been updated multiple times, and her vehicle is anticipated to be ready by the end of this week.  The longest part of this extensive repair was securing a replacement cylinder head and having it worked on at a machine shop.  Our master technician, *****, is working on the vehicle and was on medical leave in late January.  I do not appreciate the public accusation by Ms. ******** of where ***** was at, as this never disclosed as anything but medial leave.  If all goes well with the repair, Ms. ******** should have her vehicle repair by the end of this week as she has requested.  I am not an attorney, but this does not fall into any "Lemon Law" category

• Initial Complaint

  Date:10/03/2022

  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 bought a 2010 Cadillac SRX with 150,000 miles on it from Andrew's Auto Sales on Covert Ave June 7th and it has been in the shop almost every day since then. They have taken it into the shop for repairs 8 different times now. They are also charging me for each repair every time it goes into the shop. I have not been able to find an attorney to take this case. I am hoping this can be seen as fraudulent activity in their shop and that this applies to the lemon law in the state of Indiana. I am wondering if there is any way I can get help from you all to see where we can go with this case. Any type of help or suggestions of where to go from here would be greatly appreciated. Thank you, *******

  

  Business Response

  Date: 11/01/2022

  Business Response Ms **** has been billed for 2 separate warranty deductibles ($200) for a motor replacement and transmission repair on 2 separate occasions. She was provided the option to get her trade back plus a cash refund prior to her first repair, which she declined. The most recent repair was a no charge in a goodwill effort to help. It has come to our attention that the vehicle was recently in a collision and Ms. **** has not disclosed details of the vehicle's repair status. We have and will continue to honor the vehicle's service contract as we do for all of our customers. There is no fraud as she claims and the vehicle has not been to our shop the number of times, nor has she been charged for every repair as she claims.

• Initial Complaint

  Date:05/24/2022

  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.

  Got a vehicle from them March 2022. Car has an extended warranty through FORD due to the TCM in the transmission going out and the clutch actuators. Have only been able to drive vehicle for 6 weeks due to the TCM Going bad. Andrews wants car towed in and was told "they will get to it when they get to it they are backed up". Took car to FORD, ford verified the issue and stated they could fix it under warranty but it would take 4-6 months for the part due to it being on back order. Had my husband call Andrews today and I guess they won't help at all. They refused a loaner car or any other options to help us. They want their mechanic to look at. However, they want $200 for their mechanic to look at it. Which is the reason why it was taken to FORD because it has that extended warranty. I am not sure as to how an authorized dealer's diagnosis of a vehicle is not sufficient enough as to what is wrong with VEHICLE. Especially if the part it needs is in back order.

  

  Business Response

  Date: 06/17/2022

  Business Response We did request to see the vehicle to confirm the issue. Once we were advised that Town & Country Ford had seen the issue, we contacted to confirm what was found. It is a part that FORD motor company will replace under factory warranty, but there is a shortage of new parts. I located a used part and offered to repair under the warranty the customer has with us on 5/25/2022, which the customer declined. I also offered to contact a different FORD dealer to inquire about getting the vehicle repaired quicker, which the customer again declined. Stating we are doing nothing is simply not true. Remedies are available to this customer and they have declined both.