Complaints

This profile includes complaints for Abilene Used Car Sales's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Abilene Used Car Sales

  2150 N 1st St Abilene, TX 79603-7302

  
• 

  Abilene Used Car Sales

  497 E South 11th St Abilene, TX 79602-4003

  

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:07/01/2024

  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.

  Abilene used car sales sold me a car that they knew had an oil leak. My payments are bi-weekly after my 2nd payment which was 2 weeks after I purchased the car, I noticed they car having issues that indicated low oil. The car was taken to Abilene used car sales where one of the employees drove the car around the back of the building and stated nothing was wrong with the car. And let this be noted it was not the auto shop it was the sales building that has no mechanics on duty only salesmen. So a salesmen took my car around the building and said nothing was wrong. He did not refer me to the auto shop or anything. After that I was informed my car had an oil leak by a shop. I took my car back to Abilene used car sales and spoke with the manager who told me to take my car to the auto shop where his brother-in-law is the manager. They did not fix my car instead caused further damage to the car and is now refusing to fix the damage they caused.

  

  Business Response

  Date: 07/01/2024

  This vehicle was purchased 2/24/24. The first time this vehicle came into our shop was 5/8/24. Customer had put 5,235 miles on the vehicle in less than 3 months. Upon diagnosing oil consumption issue we found her intake full of oil due to PCV vacuum ports in the intake being clogged. After properly cleaning the ports and installing new intake gaskets, we performed a final drive of the vehicle with all monitors successfully running and proper vacuum pressure confirmed. This was covered under her warranty and she paid the $100 warranty deductible. Customer then brought the vehicle back on 6/26/24 with 9,014 miles being driven since purchase. she had been told her dip stick no longer had oil on it after around 750 miles driven since last oil change. It was confirmed by our shop that her dip stick is dry upon checking however after removing her intake again, it was found dry with no clogged ports. This confirmed our first fix 7 weeks and 3,779 miles ago did indeed fix the issue at that time. Upon further inspection internally in the engine it was determined that her valve seals and piston rings need replaced along with cylinders honed. This repair too will be covered under warranty and will only cost her $100 deductible. At this time no evidence points to her catalytic converters being an issue nor are they giving the vehicle any drivability issues. It would have been impossible for our service shop to know that after 5k+ miles she would begin to experience oil consumption issues. Once we were able to address the problem, we fixed the problem. However that does not guarantee no further issues will arise like what has taken place after another almost 4k miles. But again we are addressing the NEW issue and covering it under her warranty. Abilene Used Car Sales would never intentionally sale a vehicle with any known issues that would cause drivability or reliability problems for our customers. We do our best to ensure each and every vehicle is in the best running condition possible and when something does come up, we are hear to help.  

• Initial Complaint

  Date:07/01/2024

  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 took my car to the body shop of abilene used car sales due to an oil leak. They kept my car for a week charged me 100 dollars for a "deductible". They never fixed the l3ak they patched the leak where I could no longer see it leaking. It is still burning oil into the engine which is causing oil to leak into the Cadillac converter of my car. I have all forms and documents for what has been paid for and how many times I've have to put oil or get a new oil change. Abilene used car is stating they do not fix Cadillac converters even though they are at fault for the mess up. They continue to gaslight me and act as if I do not know what I am talking about, even though I have spoken to two other auto repair shops that both told me this same thing.

  

  Business Response

  Date: 07/01/2024

  This vehicle was purchased
  2/24/24. The first time this vehicle came into our shop was 5/8/24. Customer
  had put 5,235 miles on the vehicle in less than 3 months. Upon diagnosing oil
  consumption issue we found her intake full of oil due to PCV vacuum ports in
  the intake being clogged. After properly cleaning the ports and installing new
  intake gaskets, we performed a final drive of the vehicle with all monitors
  successfully running and proper vacuum pressure confirmed. This was covered
  under her warranty and she paid the $100 warranty deductible. Customer then
  brought the vehicle back on 6/26/24 with 9,014 miles being driven since
  purchase. she had been told her dip stick no longer had oil on it after around
  750 miles driven since last oil change. It was confirmed by our shop that her
  dip stick is dry upon checking however after removing her intake again, it was
  found dry with no clogged ports. This confirmed our first fix 7 weeks and 3,779
  miles ago did indeed fix the issue at that time. Upon further inspection
  internally in the engine it was determined that her valve seals and piston
  rings need replaced along with cylinders honed. This repair too will be covered
  under warranty and will only cost her $100 deductible. At this time no evidence
  points to her catalytic converters being an issue nor are they giving the
  vehicle any drivability issues. It would have been impossible for our service
  shop to know that after 5k+ miles she would begin to experience oil consumption
  issues. Once we were able to address the problem, we fixed the problem. However
  that does not guarantee no further issues will arise like what has taken place
  after another almost 4k miles. But again we are addressing the NEW issue and
  covering it under her warranty. Abilene Used Car Sales would never
  intentionally sale a vehicle with any known issues that would cause drivability
  or reliability problems for our customers. We do our best to ensure each and
  every vehicle is in the best running condition possible and when something does
  come up, we are hear to help.  

• Initial Complaint

  Date:07/10/2023

  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.

  Our vehicle was repossessed and we are being told that we would have to pay over $700 to get it back. My ex husband has been keeping up with the payments since we separated in September and he hasn't had any issues with the payments until today. When my ex husband called to ask why his truck had been repossessed the employee was extremely rude and said she didn't have time for this. Since we signed our contract and gave this company our down payment they have been a night mare to work with. The owner and all his employees act as if they are intitled and are horrible with customer service. They are also very unprofessional and ask personal questions, *** asked my ex husband if we were separated and if I was seeing another man. I don't think that is any of their business and does not concern them when we're buying a vehicle from them,. I also don't see why I need to pay a fee of $400 to get my vehicle back when they are they ones who just decided to come and take the vehicle with no notice. The payments are being made and are not behind. All I want is for them to return the vehicle and not be charged the $400 fee they are charging for them picking up the vehicle.

  

  Business Response

  Date: 07/10/2023

  Ms. Customer, the accusations listed within this complaint regarding conversations with our company and the Co-Buyer on your loan are simply false. Seeing how you are the primary on the loan we have no issue providing you the pay history on this loan that reflects the defaults that have taken place prior, as well as the current default on your loan. Our office has made multiple attempts to contact you over the last 28 days but never heard back from you. The "fee" you are referring to is again false. No such fee has been discussed with the co-buyer. The account is currently in default and with no communication from yourself or the co-buyer, we had no other choice. The conversations with the co-buyer today never once involved personal matters of any kind. He was informed as to what was need to begin the redemption process for both him and you. Never once was he asked about your relationship status. We are aware of your situation from things he has told us, not from questions we have asked of him. That is a civil matter and has nothing to do with us nor do we want it to have anything to do with us. Our concern is the status of the account. It is unfortunate that you have been so misled and it resulted to this. I highly recommend you contacting our office directly to get the full truth and your account status. You can reach our office @ ###-###-#### ****** *. Thank you.

• Initial Complaint

  Date:02/28/2023

  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 purchased a car from Abilene Used Car Sales in late September 2022. I knew better than to buy from a place like this, but I had had some personal hardships and was putting my life back together and I had (have) terrible credit. I needed to get a vehicle to keep my job and they were the only option. The vehicle ran until late December of the same year before having any problems. In December it was the fuel pump (not covered by the warranty) and I had to pay them over $600 for the repairs at their shop. They let me pay it in three installments and my car was at their shop for a little under a month; I finally got it back in late January 2023. Today is now February 27, 2023 and the vehicle has broken down yet again. And I can't predict the future and I don't want to assume the worst, but every experience I've had with this company so far has led me to believe the following is going to happen. First, I will have to wait a week and a half to find out what's wrong with my car. And when they do call me they're going to say that the warranty doesn't cover it. Then I'm gonna be given the price (which likely will be reasonable I'll give them that) and will likely have to make payments on it. Then either I'm going to be able to make those payments (provided I don't lose my job because I don't have a car AGAIN, my employer is losing patience with me and I don't blame them). And I'll finish paying it off just in time for something else to break. Or I won't be able to make the payments even with my job, in which case, they'll take the car back. I'll still owe them thousands of dollars and be unable to buy another car and then lose my job. Again, I can't predict the future, but I feel like I was just a desperate person that they could easily take advantage of and that's what happened.

  

  Business Response

  Date: 02/28/2023

  Mr. *****, I understand your frustration with having to get your vehicle back into our shop. While at this point it does not appear to be related to the fuel pump replacement we did at the beginning of January, still it can be a big inconvenience for you. We are going to get it diagnosed and repaired as quickly as possible and our shop will determine if the repair can be covered under your warranty or not. It all depends on the parts needing replaced. Yes your first repair was not covered under warranty and our way of helping is these situations is a payment plan. Which in your case it was a $681 repair but we only required you to pay $340 at the time you picked up the vehicle. I hope that was a big help in getting your vehicle back. You must keep in mind this is a 2004 and you have driven over 8k miles since purchasing in Sep. Just as you said you cannot predict the future, well sir neither can we. Especially what might go wrong 8k miles later. But again, we do everything we can to help with repairs that are not covered under warranty. You do have a copy of your warranty contract and the 2nd page lists each and every item covered under the 12 month / 12k mile drivetrain warranty. So, it is not a matter of us just deciding what we want to cover or not cover. Every vehicle we finance comes with the same coverage. So, neither the repair itself, the cost of the repair, nor the hours required to complete the repair determine if or when a repair would be covered. If it is a covered item under the warranty contract and occurs with the first 12 months or 12k miles, then it is covered. I assure you sir our shop is going to move as quickly as possible while still respecting other vehicles there before yours. If you have any questions you can contact our shop @ ************ or myself @ ************ option 1. Thank you. ***** ~ Sales Manager.

• Initial Complaint

  Date:12/01/2022

  Type:Customer Service 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 paid off my 05 Buick Rendezvous in March of 2020 and have called twice within the last 2 years for a title that they keep telling me they are going to send me and then they don't. I need the title I'm rightfully owed to this vehicle

  

  Business Response

  Date: 12/06/2022

  The customer contacted us regarding the title to the vehicle she paid off. After doing our research we found that in April of 2020 she informed us over the phone that should be picking up the title. That was the last record we have regarding the title. After being contacted by the customer we informed the steps she can take to get a certified copy. On 12/3/22 the customer came by the dealership and picked up a lien release form. We have had not heard back from the customer since 12/3/22

• Initial Complaint

  Date:10/14/2022

  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.

  03/01/2022
  19,0000
  Pay every 2 weeks 278
  Bought a lemon
  Truck has been in and out if the shop for the whole 10 months ive had it. The air and heater still doesn't work.

  

  Business Response

  Date: 11/03/2022

  This 13 year old vehicle was purchased on March 1, 2022 with 197,000 miles on it. You have brought your vehicle to us on a few different occasions in the last 8 months for very minor complaints (tailgate tab, throttle body, cleaning mass air flow sensor, power mirror switch, ball joint, headlight bulb and connector, transmission fluid pump seal, all of these being regular maintenance items) and we have taken care of you every time. Minor complaints do not constitute it being called a lemon. In September, after putting 8,100 miles on the truck, you were going to get your oil changed and the oil pan was stripped, which was done by whoever changed your oil the last time. You were going to be charged $63.83 for an oil change and repair to the oil pan, however you became irate over this and we let it go at no charge. Every VERY MINOR complaint has been taken care of at no charge to you, with the exclusion of being charged a warranty deductible of $100.00 in May. You contacted us on Tuesday, 11/1 and stated you were having issues with your tire going clickety clack and at times your A/C and heater will turn off. We asked when you could bring it in and you stated you would bring it in on Monday, 11/7. 

   

  This is a 13 year old vehicle with now over 205,000 miles on it . Part of owning a vehicle is maintenance and that is not anything that we can prevent. However we have been more than gracious with you and as stated above we agreed to look into your issue on Monday, 11/7.