ComplaintsforAndrews Auto Sales Inc.

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  10/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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

  05/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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.

*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. ↩