BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Manuel Auto Group meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Manuel Auto Group include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 7 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||5|
|Total Closed Complaints||7|
Additional Complaint Information
Complaints processed by the BBB in its three-year reporting period have been resolved. The number and type of complaints is not unusual for a company in this industry. The company requests that consumers with a complaint first contact the company by phone or email at CustomerCare@westloopautogroup.com.
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Texas Department of Motor Vehicles
Type of Entity
Business ManagementMr. Kirk Manuel, Owner Ms. Rhonda Manuel, CEO Mr. Tommy J Manuel, Owner
AUTO DEALERS-NEW CARS AUTO DEALERS-USED CARS AUTO PARTS & SUPPLIES-NEW
Alternate Business NamesManuel Auto Group LTD Manuel Hyundai Manuel Isuzu Manuel Lincoln Mercury Manuel Mitsubishi West Loop Dodge Inc West Loop Hyundai West Loop Mitsubishi West Loop Nissan
Industry TipsAutomobile sales
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Types of Complaints Handled by BBB
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BBB Complaint Process
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Additional Phone Numbers
- (817) 367-4000(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: I brought my car to Manuel on July 3, 2012 because it was not starting. I was told it would be checked out. I also asked to have my brake light and blinkers repaired (I had brought my car in to have this done before and it was not fixed) and to have the oil changed and my car inspected. I was called at work and given an estimate of $1,000 for the repair. I was called at 5:30 and told my car was ready to pick up. When I picked up my car I noticed it was not inspected and I was told that since the alternator had been replaced I had to drive it 100 miles before being inspected. The old oil change sticker was still on so I don't know if the oil got changed and when I tried the blinkers, they still didn't work. When I got home I had my husband look while I tapped the brakes and the brake light is still out. So I have paid twice to have the blinkers and brake light repaired and they still don't work, I don't know if the oil got changed, it was not inspected. The next day I went to get in my car and it wouldn't start. So now I have paid $871.45 for nothing. Over the past 2 years I have brought my car to Manuel 6 times for a total of $2,944.68. I tried calling the Service Manager, ***** ***l, several times on his cell phone and only got his voice mail. When I called the main number I was transferred to *** **** and I felt uncomfortable speaking with him because of the situation. I called back several times and asked to speak to a manager and the girl on the phone was very rude and said everyone was out and even laughed at my situation.
Desired Settlement: I want my alternator repaired, I want the brake light repaired, I want the blinkers repaired, I want my oil changed, and I want my car inspected and I want it all done in a timely manner and with no further cost. I want what I have paid for to be done to my car and I want my car in working order.
MESSAGE FROM BUSINESS:
In response to ID # ******** **** *********
brought her vehicle in and left it with us on 7/5/12.
We have addressed her concerns with the repairs
made on 07/03/12. I have included a copy of the
repair order, **** ********* picked her vehicle up
on 07/10/12 with all concerns taken care of to her
satisfaction. We strive for positive feedback from
each and every one of our customers.
Please feel free to call with any questions or
BBB's Final Determination: Consumer accepted resolution offered by the business.
Read Complaint Details
Complaint: Sales consultant told us he would obtain the spare key for the vehicle that we purchased or he would get one for us. He made us run around and get pricing for the key to be made for our key. In addition he said he would pay for the inspection and get a car manual
Desired Settlement: spare key, inspection paid, car manual
Sorry for the delay.
We have been in contact with the customer. They made no referrence to this complaint until we inquired about it.
At this point no part of the sales agreement has been overlooked.
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 spoke directly to *** ******. *** said and I quote " my manager will not pay that much for a key" .In addition, *** had me get prices for a key . *** has my phone number as well as my email.
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.
Problems with Product/Service
Read Complaint Details
Complaint: Issue with the service department. Service Manager: ***** ****. I brought my 2002 Chevy Trailblazer in for repairs back in April. The beginning of April. My vehicle needed engine repair. I was referred to this particular person through a friend. When the vehicle was delivered to him he stated he would fix the truck. My vehicle was in the shop for 2 months when it should have been only in the shop for a couple of weeks. The engine head was replaced, thermostat, water pump, timing chain and sensors, and radiator was replaced also. During this time there was not any communication by the service manage about my vehicle. I had left several messages with no call back. My vehicle was finally ready and picked up on Friday May 25th. After driving it home my engine light came on. I went to Auto Zone to have the engine code ran and there was something wrong with the timing: adjustment, sensors, or both. I called the service department and was told to bring it up there on Monday the 28th and drop it off. Since they had my car for 2 months I was reluctant to drop it off at this point. I did go up there that morning of the 28th and they did look at my truck right away. At this point I was told I had a bad sensor to the timing kit, which was supposedly replaced. They fixed that issue that day and drove it home. Apon starting it up my engine light came back on. I would like the owner of the dealership contacted and the service manager, ***** ****, to be contacted and I would like to have my vehicle fixed properly. I feel if someone is going to make repairs to a vehicle, which ever they may be, I feel it should be done right and in a timely manner. I have not gotten that kind of courtesy. Please help.
Desired Settlement: I would like my vehicle repaired so my engine light does not not come on at all and if I need to drop the car off I would like a loaner vehicle.
*** ******* had an engine repair done at our dealership. It had an issue after the
repairs. The "check engine" lamp came on and she returned for additional repairs.
To date we hae never heard back from her. It did take some time to do the repairs.
We were not able to get all NEW parts because of the customers budget. Some time
expired locating good used parts. Further, we check used parts thoughly, but you can
never be sure how long they will last. *** ******* was able to get $3000 in repairs for
less than $2000 utilizing used parts. I don't know of any new complaint.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
|5/6/2011||Problems with Product/Service|
|5/3/2011||Problems with Product/Service|
|8/23/2010||Problems with Product/Service|