Business ProfileforTexas Auto Center

We value **************** as our customer and apologize for her experience. We take her mechanical and customer service concerns very seriously and offer her the following response.

Unfortunately, **************** experienced mechanical issues with her first three vehicles early on. We addressed her concerns expeditiously and offered Settlement Agreements for the first two vehicles, but she declined and asked to trade out. Mechanical diagnostics were completed on all before purchase, and each passed state inspection. A head gasket failed on the first and resulted in engine replacement. The second experienced transmission failure and the radiator failed in the third, which resulted in engine failure. The fire **************** reported was caused by a small animal or trash debris that touched the catalytic converter. She did not mention concerns with the brakes on her first two vehicles. Brake pads and rotors were warrantied as a courtesy on her third vehicle, at no cost to ****************.

Her current vehicle was towed to us on March 14th due to mechanical failure. She said it overheated and the brakes were squeaking. Over ****** miles were added to the odometer since she bought it on November 27th, 2023. Based on the mileage, the car would have required manufacturer-recommended maintenance such as oil changes and other periodic services. We do know if maintenance was performed elsewhere but we have no record of servicing her car until it was towed in. Routine maintenance is vital and can prevent things like overheating and towing. We completed a diagnostic, replaced the radiator and upper radiator hose, performed a full-service oil change, and evacuated and recharged the cooling system. We could not duplicate the noise with the brakes but recommended the replacement of the brake rotors and ceramic pads, however, **************** declined the brake service. Our 24-month/24,000-mile Limited Warranty covered most of the repairs at $1,154, we covered part of the tow fees and broke Ms. ******* deductible and the remaining tow balance into interest-free payments.

We have done our best to work with **************** and granted her requests to trade out. All payments made on the first three vehicles were transferred, in full, to her active account. We are sorry she feels disappointed and are committed to working with her moving forward.