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:05/07/2025

  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.

  Bought a vehicle, and turned in the vehicle because it had to much crap wrong with it which was fine. Took it back to the dealer walked in and handed them the keys back and the turn it in to the bureaus as involuntary. So I call them and they say it doesn’t matter it doesn’t hurt your credit no worse. Bull crap it makes me look like a crook. Will be filing a dispute.

  

  Business Response

  Date: 05/07/2025

  Sorry for the inconvenience of having to dispute it. You will have to do that when it is sent to us we can correct it at that time. They will not change it for us. We will respond when they send it to us and update it to voluntary and that will let the credit company know that you voluntarily defaulted on your loan and returned the collateral. (The Vehicle). 

  Thank you.

• Initial Complaint

  Date:01/21/2025

  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 Toyota sr4 forerunner from this company 11 /20/2024.From day one I have had problems with it. I have them written down and mentioned them several times. They have done nothing

  

  Business Response

  Date: 01/22/2025

  This is a Toyota 4 Runner sold the end of November. It was sold as is with a 2 year 36000 mile AVP warranty and has a 100 dollar deductible on covered repairs. Not sure I understand the complaint? If there is a problem with this vehicle it would need to be taken to a shop of there choice that covers the warranty. All of our cars are sold as is with the opportunity for the customer to drive and make a decision to buy. When sold it is as is with a AVP warranty to cover major mechanical. I would recommend the customer makes an appointment to get there vehicle looked at at with a approved AVP shop. We would be happy to direct them to the closest one to them. Thank you, 

  Customer Answer

  Date: 01/29/2025

  No I'm not happy about the results because I still have to come out of pocket and get car fixed

• Initial Complaint

  Date:12/27/2024

  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 purchased a car with Family Auto around the beginning of November. About a week after I had a minor involvement with a **** which caused small damage. As I was preparing to fix the body work I begin to see that the part of the car that suffered the most damage seems to have been a bunch of aftermarket parts with not a lot of great quality. Not the main issue. In the process the timing chains fail. I call them to see what I should do first. They take it to their repair shop who says the motor will need to be replaced. We initially came upon an agreement with the Manager Don that they would replace the motor as long as I paid them a deductible for body damage. So Family Auto would repair the body damage, & *******’s ********** would replace the motor. I agreed with that. When it came time to pay the deductible to family auto $500. They begin to say that they are no longer going to honor what they had said and that they would be removing me off the contract stating that I’m no longer a customer, and no longer in business with them. This was also not communicated from them until I called with concern. Even if they wasn’t going to repair the car, they never gave me the chance to make the repairs myself. They still continued to take my payments knowing they were “removing me from the contract”.

  

  Business Response

  Date: 12/27/2024

  The customer has a * year **,000 mile warranty and they also have a 500 dollar deductible for damages. We are not the shop, when the damages are repaired the customer must pay the deductible to pick up the car. If the repair is covered under the warranty the customer will have a 100 dollar deductible. If its not covered in the case of customer negligence or not a covered item the customer will be responsible for the whole cost of repairs. We are never in the business to cancel customer contracts for any reason. It is the customers responsibility to communicate with the shop they have there car at and pay what is owed. This car was sold as is with a warranty and it had collateral protection insurance on it with a 500 dollar deductible. Not sure about the details from the shop and the reason the claim was denied. 

  Customer Answer

  Date: 01/01/2025

  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. 
  
  [This is false. I asked the repair shop prior to finding out that family auto was removing me from the contract and told *******’s **** not to release the car to me. I asked this repair shop what was owed to them for me to come pickup the car, they proceeded to tell me that they wouldn’t be able to release the car to me due to an unknown reason at family auto. I called family auto and spoke to whom ever the lady is who answers the phone who says that the reason they aren’t releasing the car is because they are removing me from the contract. Why would I could up with such craziness. Family auto agreed to fix body damage with me paying $500 deductible which was later switched up. The shop also said that since they was fixing the bodily damage(500 deductible) that they couldn’t go on with the mechanical work($100 deductible). The guy from the repair shop even said he didn’t understand why they weren’t going through with the Initial plan to pay both deductibles and repair the car. Anyways, I was going to take the car to my family shop to be repaired when they told me I couldn’t get my car back and they were no longer doing business with me. So saying that I couldn’t make the repairs is obscure. Not to mention I also continued to make my payments. If none of this sounds familiar to whom ever is replying to me then there is a lot of miscommunication going on within the management. I communicated more to them than they did to me while they were doing other things then we discussed.
  
  
  
  Regards,
  
  ********** *****

  

  Business Response

  Date: 01/02/2025

  The customer is able to pick up his car whenever he wants to. The body damage is cover with a 500 dollar deductible, The failed motor is not cover for the reasons of abuse based on the inspection of the car. No one is taking him off the loan agreement. The *** motor repair is turned down and the customer will be responsible for paying for those repairs. 

• Initial Complaint

  Date:10/23/2024

  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.

  On 10/4/2024 I purchased a car from Family Auto of Easley (2007 Honda Accord) The salesman Dre was extremely nice and helpful at the time. We looked over the vehicle and made a list of things that they would fix. It’s in our contract. (Picture below) The first red flag was the price. We got the cheapest car on the lot, round up original price is around $11,000 it’s high but I was okay with it because we really needed a car. After all the fees it came to $17,074.99 in total. That’s CRAZY! So the next week we took our car to the first shop to have it fixed (******* ********** ****) they only fixed part of the problem. So we contacted Family Auto again about the continued issues. They set up a date to have the car dropped off at another shop *** ********* ** ******* **) on Monday Oct, 21 2024. A+ called us and informed us that they couldn’t do the alignment because of other mechanical issues with the car that would affect the alignment if done. (They gave us a quote on the price it would be cost us out of pocket) We then reached back out to Family Auto about this, they told us we would have to come out of pocket for the repair. Family Auto argued about it with us for a bit, (a whole day) until I brought up that it was in our contract that they fix it. Then they agreed to fix it. So on Tuesday Oct 22 I called A+ and told them Family Auto agreed to the car being fixed. They lady in the phone told me she had to talk to Family Auto first and that she doesnt understand why they keep having customers call instead of them. Then today on Oct 23, ** texted me and told me Family Auto wants the car to be moved to yet ANOTHER shop! I called Family Auto and asked they have it towed since they want another shop to fix it and I’m a busy mom of 5 kids so my week is booked and they told me to figure it out. I asked why ** couldn’t just fix it since it’s there, and Family Auto said they don’t do that type of work. When they obviously do because they gave me a quote. It’s sloppy business

  

  Business Response

  Date: 10/24/2024

  This car was sold as is with a AVP extended warranty. The repair was not a covered repair. Family Auto agreed to good will the repair. If the car needed to be moved to get the repair done at a better price, that was being good willed and is not covered under the warranty then the customer is responsible to have it moved. In response to the purchase price the 10990 is the cost of the car the rest is the interest you will pay over the course of the loan. We do have a one year same as cash if the loan is paid off in one year to avoid the interest charge. 

  

  Business Response

  Date: 10/24/2024

  It is my understanding that the car has been picked up and I called the shop for what was needed. After speaking with the shop this is a covered repair by the warranty. We will good will the 100 dollar deductible for this repair. For this repair there will be no charge. This was a miss communication between the shop and salesperson.  

  Customer Answer

  Date: 10/24/2024

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

  ******* ********** called and said the car was ready for pick up. When I answered the phone she didn’t even know my name or who to address because Family Auto failed to give them my name. She also said all the work was finished but the tires haven’t been changed. This was also in the agreement with Family Auto. Why not have ******* go ahead and finish ALL work on my car so me the customer doesn’t have to go to yet ANOTHER shop to have it fixed. And if Family Auto wants the car to be moved to another location then they can move it. 3 different locations for work on one vehicle is crazy. I the customer would rather one shops hands be on my car than 20.  If this is possible then I will be happily satisfied. 

• Initial Complaint

  Date:08/23/2024

  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’ve only had my car two months and it has broke down 3× two times was because of gas leak. My car has been broke down in a total of a whole month. They won’t give me a car. They still want me to make the payment even though the car is messed up and then the worker kept calling me, A liar because the lady over my account told me she was putting my payments on hold right now because it has been three weeks that I haven’t had the car.

  

  Business Response

  Date: 08/23/2024

  Customer purchased the vehicle as is with an extended warranty. Customer has taken the vehicle to *********** **** on 3 separate occasions. Customer was told to take the vehicle to a different shop, possibly ******* *********** to diagnose a problem. Obviously, *********** does not have the education to fix the repair. All payments are due on or before the due date. All vehicles by dealer are sold as is. I will suggest ******* ********** in Easley. ************* Have them schedule an appointment to look at the vehicle. Once again, Family Auto of Easley sold the vehicle as is with an extended warranty. This vehicle is financed by ******** ********** **********. The car payment to ******** ********** ********** is due on or before the due date. There is a $100 deductible on covered repairs. ******* ********** will contact me and let me know what they find. We will be happy to facilitate getting the car repaired under the terms & conditions in which it was sold. Thank you. 

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair 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.

  We signed the loan agreement for this 2011 Camry April 22, 2024. Payments were originally $138 weekly. However within exactly a week we noticed unusual problems with the cranking up of the car followed by a clicking noise. We got the oil changed the very next day as they suggest however it made absolutely no difference in the cars performance or sound.We ended up replacing a crankshaft within the first week of having the vehicle. The following week the car was no longer staying crunk nor were any of the lights working. Which led to believe that the problem was an alternator or battery. We were given the run around by the company for 2 nearly 3 weeks about having a tow truck sent by them to pick up the car. When they finally came and got the car we still had to wait another two weeks until the dealership would provide and new motor to the shop for the vehicle. We got the vehicle back June 20, 2024. The car literally barely made it from the shop. On several occasions I reached out to Liz. I ended up replacing the battery and that didn’t solve a thing either. Which leads back to the original problem the alternator! I make my payments on time as much as possible. I’ve only ever been late on my payments twice. I’m 35 weeks pregnant with a 3 year old and no vehicle. I haven’t been able to drive my car since June 22, 2024. It’s really an inconvenience because I’ve been missing work due to not having a solid transportation system . I just feel like it isn’t fair to expect money out of someone but not keeping up your end of the deal . I have had this car for about 3 months and haven’t even driven it 200 miles. Please please help me .

  

  Business Response

  Date: 07/22/2024

  This vehicle was sold as is with a extended warranty, On 07/08/2024 they called and stated that replaced the battery and thought it may be the alternator, We have tried to reach out and guide this customer but we have no working phone numbers at this time, This car has a AVP warranty and if the repairs are not covered under the warranty it will be the customers responsibility, Liz has tried to contact the customer today 07/22/2024 no working numbers.

  Customer Answer

  Date: 07/23/2024

  [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:06/28/2024

  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 started buying a truck from family Auto of Easley I only had it one week when the main seal in the motor started leaking then the shifter linkage broke when it rains the front window leaks. When I called about the problem they put it in a shop that kept the truck two weeks and then said it was ready when I picked it up the linkage cable was zipped tied to the bracket so I called the shop to ask why they told me the bracket was broken and family Auto told them they would not cover it the oil leak and the front window was never looked at and I am supposed to have a 2year or thirty thousand mile warranty .while the truck was in the shop I ask if I could purchase another vehicle and was told no that it was not a smart business move but I had called the night before and was told if I could come up with at least six hundred dollars that they would try to help me an I was also told when I arrived that six hundred was going to cut it so I feel they needed to learn hot to talk to people

  

  Business Response

  Date: 06/29/2024

  We would be happy to have the shop look at the truck and replace the bracket if needed. If this is not a covered repair under the warranty we would have the customer sign a good will. We will not collect the 100 dollar deductible for this repair. All older cars may have some kinds of oil leaks. Seals and gaskets are not covered under the warranty. When the customer drops the car off for the bracket he may contact us and we will get our windshield company to see if the window can be resealed, Hope this helps. Contact me at *** *** **** Don K******* 

• Initial Complaint

  Date:05/16/2024

  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.

  defective vehicle, false advertisement, deceptive practices...etc

  

  Business Response

  Date: 05/16/2024

  This customer purchased a car on April 19th 2024. This car was sold with a AVP extended warranty. The vehicle was sold ( AS IS ) by Family Auto Of Easley. The covered repairs will have a 100 dollar deductible. All non covered repairs the consumer is responsible for. Family Auto Of Easley dose not have a loaner car service for warranty work there are many local shops that are approved shops for AVP. ****** ********** in Easley or ******* **** in Easley or ***** ********** in Liberty. The customer can contact any of these shops to set up to have there car looked at. Thank You.  

  Customer Answer

  Date: 05/21/2024

  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, business stated, I had knowlege of AS IS, not true I was not informed about defective conditions, one of the defective conditions, the exhaust making noise, I was told by Joseph it was a street modification, when I took it to be removed, I found out that was a lie, it was a hole before the muffler, I was told the vehicle by account manager  Whitney, that the tires were new, and they were not, just to name two deceptive practices, as well as them refusing to do repairs, waiting to warranty kick in, supposed to be covered day one, but when I called warranty my vehicle was not in the system to get fixed, plus the warranty does not fix pre-existing conditions.
  
  ***** *****
  
  
  
  ***** ***** ******

  

  Business Response

  Date: 05/22/2024

  This vehicle was sold as is Customer may refer back to her paper work. Customer dove the used car and decided to buy this vehicle. We have sent her the information to take this car to ******* ********** ** ****** ********** to have her vehicle looked at. Thank you for the response. 

• Initial Complaint

  Date:04/25/2024

  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 attempted to apply for a loan recently, and got declined due to my poor credit score and multiple open accounts with family auto.
  I found out that the account I had with them involving a 2006 F150 that had been totalled and settled was still open and showing where I had not been paying towards the remaining balance of that account. After the truck was totalled and the insurance settled with family auto, the account manager told me that there was a forgiveness plan they had that would do away with any remaining balance which was a little over $2000.
  They have ruined my credit score, not only that, forced me to get another vehicle through them again before mentioned the forgiveness policy.
  I would rather not do business with them any longer, and if possible give them the vehicle they forced me to get back and my credit score fixed from their careless mistakes.

  

  Business Response

  Date: 04/26/2024

  The first vehicle was totaled and the insurance company did not settle the balance of the remaining loan. The balance was still owed. Family Auto will not seek payment for the balance.  Family auto also was willing to let this customer have a new loan for another car without the first loan being satisfied.  ******** ********** ********** will be happy to provide a forgiveness letter to the customer apon request for them to provide the credit agency’s with. 

• Initial Complaint

  Date:03/22/2024

  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 bought the car last June and it has had issues from day one with warning lights and faulty or missing parts. This past November I had brought it in for warranty work. I went 6 weeks without a car luckily I had vacation time and a shut down at work. Now less than 3 months later the car is back in the shop for similar problems only worse. As of today it's been 2 more weeks. I find this ridiculous and they aren't offering any info about it or offering any help in the matter. They play phone tag and never resolve any issues in a timely manner.

  

  Business Response

  Date: 03/22/2024

  This car was sold as is with a 2 year 36,000 mile warranty from ***, They are a third party warranty company. The covered repairs will have a 100 deductible, The selling dealer has no service departments. The customer is able to take there car to any authorized *** shop for repairs, We do not service or repair cars after the sale. This sounds like something that needs to be addressed with the shop if the customer is unhappy with the repairs.