Complaints

This profile includes complaints for Public Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Public Automotive Group has 12 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Public Automotive Group

  3200 E Randol Mill Rd Arlington, TX 76011-6838

• 

  Public Automotive Group

  3403 E Us Highway 377 Granbury, TX 76049-7420

• 

  Public Automotive Group

  3301 Franklin Ave Waco, TX 76710-7321

• 

  Public Automotive Group

  1208 S 1st St Temple, TX 76504

• 

  Public Automotive Group - Tyler

  1411 W Marshall Ave Longview, TX 75604-5114

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:11/10/2023

  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.

  Went to lease a car from public automotive. Pay $1400 down. Right after I paid it one day later the axel was broke and was making a noise. I call them they took it to the shop and keep it for 3 days. The next week my car payment was due. I paid it went to get my car out the shop at the place. They was bringing me the car back And they noticed a light came on so I couldn't get my car they took it back to the shop and keep it for 3 more days that's 6 days in the shop and only had the car for teom weeks. When I got it back the second the noise was still there the shop said they was not going to fix it cause it cost $3000 and I just got it so they couldn't charge me for the time it was in the shop the first time. I ask for my money back or put me in something different they will not do it. I have a 2012 and they are trying to charge me $650 monthly for my monthly payment. I want my money back this is horrible!!! The car has ******* miles on it. These people will not help me they just want me to make payments that's all. They will kug let me pay every two weeks they said we have to pay every week but I get paid every two weeks. They said double my payment is all they can do. I just want my money back I put down on it

  Customer Answer

  Date: 11/10/2023

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

  Business Response

  Date: 11/15/2023

  ********************* purchased a used vehicle (sold as-is) from Public Automotive Group on October 11, 2023.  After the purchase **************** contacted us letting us know there was noise or rubbing with regard to the passenger tire.  We asked that the unit be brought in for us to have it looked at. The vehicle was brought to a third-party vendor for diagnostics.  It was determined the vehicle needed tie rods,control arms and struts replaced.  Public Automotive Group paid for these repairs.
  **************** called back and said the vehicle was still making noise.  We returned the vehicle to the shop and they found the repair was not aligned properly and proceeded with the repair.  Upon completion a diagnostic light came on.  Public Automotive Group paid for these repairs and allowed a payment extension due to the repairs.
  **************** was permitted to test drive the unit before purchasing and went through our ************ process of electronically signing documents pertaining to the sale of the vehicle.  This electronic signing is guided by a virtual assistant that explains in detail what the customer is signing.  We use this ************ method, that is recorded, to verify the customer sees, hears, and signs the required documents.  Each customer is encouraged to ask questions throughout the process if there is anything they do not understand.  **************** was made aware of the year of the vehicle, the mileage, and the payment schedule.  Public Automotive does not offer any other payment arrangements outside of weekly payments, but we do allow customers to pay in advance if that works better for them.  

• Initial Complaint

  Date:11/02/2023

  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 bought a 2014 ******* Accent GLS at Public Automotive Group in *****, ** Today( November 1st 2023 ). I gave them ***** for a down payment and 108 for insurance. I also have a limited warranty from the dealership. I haven't even had it for 3 hrs and the *** gauge went out while I was driving. There started to be a scraping noise so I checked the front of the car to find out the right side of the bumper is literally SUPER GLUED on and it's slowly starting to come off while I'm driving it. Not to mention I just was sitting at my friends house in park for not even 5 minutes and it suddenly died and the oil and engine light came on but when I turned it back on they mysteriously went off. I contacted Public Automotive Group about the issues and they simply said "Sorry! :)" and to bring it back to them tomorrow so they can look at it. My first WEEKLY payment of 147 is next Friday. I don't know if their warranty or insurance I'm paying covers any of this but I know I cannot afford to pay for a vehicle if I can't even get to work with it. I also know, simply by looking at the super glued bumper, I probably do not want their services. They guaranteed me their mechanics had inspected the vehicle and made sure it was safe, road ready, and they had repaired any problems that it had before putting it on the lot to sell. I feel like not only did they falsely advertise this car but my car would qualify under the ***** State Lemon Law because it is not safe to drive and not as described/advertised. If they do not resolve these issues tomorrow I will be filing another complaint.

  Business Response

  Date: 11/13/2023

  ******** Best purchased a used vehicle from Public Automotive Group on November 1, 2023.  After the purchase the customer contacted us letting us know the *** gauge stopped working. We asked the customer to bring the car in for us to have the unit looked at.  The vehicle was brought to a third-party vendor for diagnostics.  It was determined the crankshaft position sensor needed to be replaced.  Public Automotive Group paid for these repairs. 
  I dont see any notes relating to a conversation regarding the bumper, but I would encourage Mr. **** to contact our service department in relation to this issue to see if they can assist him.

• Initial Complaint

  Date:10/19/2023

  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.

  We had a bad h*** storm on Sept 24 that night it busted out my back glass and spidered my front windshield that's the worst of it, so I called the car lot and they told me to have it looked at on the damage well 2 different shops deemed it totaled but I really need a vehicle I have 3 kids and we have to get to work and we have no other vehicle so we have had to drive it, well someone from the insurance place called and I explained to them we have no choice but to drive it to get to work which is pretty much the only time we drive it or the kids have appts, but i have paid over 10 grand on this car and i know the ***** blue book value is less than that, but the lady said they could probably fix the windows and then i could continue with the car but i havent heard back from nobody she said if I went into another car i would have to pay a down payment again and start all over which im not ok with but im expected to keep paying on the car when they aren't helping me the last time I spoke to someone was 10/11 and she said she was going to call me back and didn't answer now I'm getting the run around from everyone it's very unprofessional

  Business Response

  Date: 10/31/2023

  ***************************** purchased a used vehicle from Public Automotive Group on February 23,2022.  On September 25, 2023, ******************* called in to report hail damage to her vehicle.  She stated the front and back glass had sustained substantial damage and there were also dents due to the storm. 
  On October 9,2023, the unit was deemed a total loss.  Hail damage is not something that is normally covered under our Collateral Protection Plan, but due to the extensive damage and her desire to keep the vehicle we began exploring what options were available. The options available to ******************** are to repair the windows, or we can get her into another vehicle with a new down payment.
  
  

• Initial Complaint

  Date:10/18/2023

  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 2014 GMC Terrain from Public Automotive here in **** ***** around mid July around the 21st or 22nd and the vehicle was driving okay then a couple of days later the engine light came on and I took it back to the lot and they tested it saying it was the cataylic converter but it could be something else so i was told that if it stays on bring it back and they would send it through service well, it took forever to get an answer on the vehicle that stayed in the shop over 2 weeks and they did nothing to help me to get to work, I was told they don't have loaner cars and could not help me. So for this time period I had to pay for rides and ubers to get to work which was ridiculous and when I finally got the vehicle back it drove okay for a bit then here we go again the vehicle would stall or lose power and this would happen while I was driving the vehicle. I took it back to the car lot and was told I would have to go service again. Now I have been charged the repair bill which was added to my regular note payment now it goes back into the shop and again I am having to catch rides pay for rides and I talked to the lot and the service and told them i just would like to have my money back and get something else. I was told that they could not because I drove it over the miles which was bull. Vehicle went back in shop and i was charged $800 for an oil change and filters being cleaned which is unheard of and then i had to pay $284 to even pick up the vehicle was is unreal. I have tried talking to these people and the only responses I get are hung up on or dodged. ********* in service told me that they would trade the vehicle and I could get another one without down payment well when i called to see what other vehicles they had I was told I would have to pay another down payment and this is not what i was told. They have lied to me and I am done I want my money back and go somewhere else. I have talked to several people and i get runaround,

  Business Response

  Date: 10/18/2023

  Public Automotive Group sells used vehicles to customers.  Each vehicle is sold as is.  Before a unit is sent to a lot to be sold it is inspected, and if needed, is sent to a third-party vendor to be checked, repaired,and cleared.  Customers are permitted to test drive a vehicle before purchase, and they are encouraged to ask any questions they might have.  During the buying process each customer electronically signs documents through ************.  This method is recorded to verify the customer sees, hears, and signs the required documents while being guided by a virtual assistant to explain in detail what the customer is signing.   After purchasing, Public Automotive Group offers our Protection Plan that agrees to pay half of the repairs for certain issues. 
  ********************* agreed to the purchase of a used vehicle and signed the contract that states this agreement on July 22, 2023.  Along with this agreement is paperwork explaining that no loaner vehicles are issued.  The unit was brought in on August 7, 2023,with the customer explaining the vehicle was stalling.  The repairs suggested by the repair shop were covered under our Protection Plan and Public Automotive agreed to pay half.  Because this was a newer purchase, we set the buyers portion on a side note of $25 a week and zero down.  The customer did not make weekly payments due during the repair period. 
  On September 28,2023, the customer called in regarding the vehicle dying while driving.  The repair shop was unable to duplicate the issue and suggested cleaning the throttle body and changing the oil.  After these repairs were approved by the customer and completed the shop test drove the vehicle and did not discover any other issues. The total for those repairs were $279.  This amount was added to the side note already established.  The customer did not make weekly payments that were due during the repair period.  The amount due when picking up the vehicle was for the scheduled payments incurred during this time that were not paid.
  The buyer has since inquired about trading the unit out for another vehicle.  This has been approved with the understanding the buyer will provide a down payment toward another vehicle.

  Customer Answer

  Date: 10/18/2023

  Complaint: 20743585
  
  I am rejecting this response because: Public Automotive is a bunch of liars because I was told by ********* that I could the vehicle with no downpayment, this came out of his mouth on the phone and I had a witness on the phone when this was said. After that I called the lot and spoke with ***** who said okay and they said no downpayment and he asked me who I spoke to about this and I responded ********* and he said he was going to call and double check and he would get back to me and of course they didn't I had to call him and he said that was not the case that I would have to put down a down payment and again I explained that was not fair and ********* told me different. These people are trying to get over on me and I am not going for it. I want my money back and be done with this crooked place and why they trying to say I didn't pay that's a lie, On the other hand why would I pay for a vehicle that I can not drive and is in the shop. These people will do everything in they power to keep your money and sell you a car and why they trying to lie soon as that engine light came on I called and went up there and that was 2 weeks after i got the vehicle. If you look at the reviews there has been many people who have had trouble with Public Automotive and I have a friend at work here who had trouble with Public Automotive and they refused to fix the car and she went and parked it on their lot and had to take a loss because she was so stressed. I am not taking a loss, I want my money or trade with no down payment. I really want my money because i don't trust these people anymore and they may try to come at me or anything I don't know and the vehicle is an absolute lemon I am barely getting to work and I need my money back where I can go and get a reliable car from a reliable dealership. I am a teacher and I can not afford to keep catching rides or trying to push this vehicle to get it started, I will not!  I want my money and I will never do business with them again, I would not recommend a dog there. 
  
  Regards,
  
  *********************

  Business Response

  Date: 11/07/2023

  ************** is being offered the option to trade the unit (at her request).  This will require a down payment.  

  Customer Answer

  Date: 11/07/2023

  Complaint: 20743585
  
  I am rejecting this response because: I do not have or will put down another down payment which is ridicolous because that vehicle stayed in the shop and then I had to make payments and i put down $1700 for a lemon. So no I either want a trade with no down payment or my down payment back this is only fair to me because this vehicle was in the shop more than I drove it and not to mention that I have to pay for ubers, friends and family to take me to work plus make payments and then repair bills that were added to my account. I really don't want to do busy with yall i want my down payment back so that i can go to an actual dealership and get a reliable vehicle.
  
  Regards,
  
  *********************

  Business Response

  Date: 11/15/2023

  ************** has not made a payment towards the vehicle since October 13, 2023.  She does not wish to pay a down payment in order to be placed in another vehicle.  Our service department has tried to speak with ************** and explain the options available regarding the repairs to her current vehicle.  ************** does not appear to be interested in any of the options available.

  Customer Answer

  Date: 11/16/2023

  Complaint: 20743585
  
  I am rejecting this response because: you are a bunch of lying crooks who will do anything to make a buck and for your information I have my receipts of the payments I made. For one you think I am stupid because if I had not made a payment since October 13 the vehicle would have been shut down by you so don't lie on me and or you would have picked the vehicle up and as far as you calling me about the repairs you lied again because I had to call yall in regards to my vehicle being gone for weeks at a tie leaving me to have find rides or catch rides to work. The ************ you gave was to pay another downpayment which is stupid or have the vehicle fixed, well if you would have fixed it right in the first place we would not be going through this so don't try to make me look bad cause yall in the wrong bunch of dirty crooks.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:10/04/2023

  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.

  The account is not mines i also asked them to validate the debt and they couldnt

  Business Response

  Date: 10/18/2023

  ************************* along with a co-buyer purchased a used vehicle from Public Automotive Group on December 15, 2018.  The customers defaulted on the loan resulting in the vehicle being repossessed and being reported to the credit agency as such.  The complaint that we are reporting a debt that is not valid is untrue.  The debt was incurred by ************** and the co-buyer.  The attached signed contract serves as validation that the debt is in fact Ms. ****** and the co-buyer.

• Initial Complaint

  Date:08/25/2023

  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.

  The problem is that they have my paperwork on when i receive my money and they act like this is a Motel i asked for monthly in they did weekly i kept asking if my payment was really real because i never had a car were my payment would be 127 with the insurance now it's a reason why i take the steps that i take and say the things that i say it's always a reason to it although others may not know that reason it's for me to know to be honest it has been alot of business that's not really being professional that really shouldn't even be open for that one reason you have to want to see people being professional at these business weather If it's fastfood, are gas stations groceries stores school's hospital working with our elders and etc this world today is so missed up from having generational Curses they even take Praying out of the school's To be honest that's when everything started to happen some even went so far to taking Praying and bring the Bible out of the work places This isn't how our Father in Heaven made this world to be i sit here in look around in see so many evil things happing to were car lot places selling lemon's on there lot walking down the streets with no lights on the roads apologies mine see you done got me started are either having the cars on the lot in not wanting to get them done it's always a light on each and every car then you have the air up high so people wont notice that the car may have problems that should have been done but may have tried to bypass by doing other things to it when you should have take care of the problem when you first notice that it was one to begin with So instead many people put type are just seal the whole thing up so you won't be able to take it off instead of just getting someone to fix it right even trying to make the car look all shine when you raise up the hood like they have sprayed some type of oil on it even where you can see the sparks coming from the hood to be honest this world became a just bypass world are it's a classified world

  Business Response

  Date: 09/01/2023

  ********************* purchased a used vehicle from Public Automotive Group on July 21, 2023.  The customer agreed to the purchase of a used vehicle, and signed the contract that states the payments are due each Friday.  Each customer signs documents laying out the payment schedule, as well as electronically signs documents through our ************ program.  During the ************ process a virtual assistant goes through each document and explains what the customer is signing.  ********************************************* does not offer any other payment arrangements outside of weekly payments.  We use the ************ method,that is recorded, to verify the customer sees, hears, and signs the required documents.  Each customer is encouraged to ask questions throughout the process if there is anything they do not understand. 

  Customer Answer

  Date: 10/25/2023

  Complaint: 20518630
  
  I am rejecting this response because:

   
  To whom this may concern my name is ********************* i bought my car from public automotive in July every since then i haven't been able to drive my car anywhere different Police officer have Seen me at different places when my car have been broke down because they have either hit the switch on my car meaning that i would have to stay weeks at a time someone in my car every since they cut my car off doing the summer to i had a seizure in almost dead because of them then i got Blessed with ************************************************************** with the money the first time i rushed out to the BBB the first time i just received this email i sent a picture of him i asked if i could put the money on there they told me no they made jokes about me and my son not being able to have a house of our own they call me every single day making jokes about me being banned from the car lot place i don't have away to get around I've been trying to get a lawyer because of the way they have been treated me at this car lot place remember i said that they cut my car off three times the second time was at my son doctors office then i  got banned from my doctors office as well then at a store called road ranger stayed there for some weeks then stayed in front of my fiance mother house in the process of me and my son being there our bladder got missed up because his mother and step father wouldn't let use go in to use the bathroom we had to walk all the way to different stores to go to the bathroom the car lot place still call me making jokes about things i paid 704 dollars on my car im on a fixed income me and my son gets ssi when they seen that that's when they automatically tried to take  advantage of me because they seen that my ankles and legs was swollen because i walked so much and my son yes and teeth is missed up i have been trying to setup appointments for us how can i when they cut my car off when it's not even time now my car is at motel 6 by the *** office i tried to go up there to let them look at my car and to see how wet me and my son in everything in my car was wet the man named ***** was just looking at his watch wasn't even trying to come in look at it i called the police the police officer that showed up was named officer ***** he was very rude joking right along with ***** then told me to sign a criminal trespassing i also had my mother on the line he didn't even won't to talk with her because he new that he sold me a lemon car the reason why i called the police was for me not to miss up the car lot place for so long people have gotten away with this for years when it's these unprofessional business that get away with everything even with doing our elders wrong now who would want a car lot place to fix on a car when they let a car go off the lot without brakes and putting people license plates in someone else name then this woman named  ******, ********, ****, *****, *******, and alot more who I have spoken with that made jokes about me and my son not having a stable place also I let them know that my fiance got scammed and I had to get me another card when I got off the phone with them they automatically hit the switch on my car again ever since I paid the $704 I have not been able to drive my car I have been the one fixing on my car I feel that everyone who have went through something with these car lot places that sell lemon cars should get their money back and should not have a car note and for me to be a woman and me and my son have to sleep outside in the car for weeks at a time and I almost had a seizure my son almost got sick and my dog almost got sick these places should be shut down something needs to be done I also ask them do I have to get my own car lot place in order for me to show you how to sell cars I've been having to take batteries my battery lose constantly to take it up to ******* to get another battery each and every time they hit that switch they're not going in the computer to let it know that they paid they they money so it's messing up their cars
   
  Each and every time I've called them they wasn't willing to help me if you can go online to see the reviews of that car lot place that's how you would no that I'm not lying it's like they pick and choose who they think they can do that to i put down **** on that car from my credit builder account from self that's how i was able to get the money for that Have a Bless Day are Night 
  

  
  

  
  
  Regards,
  
  *********************

  Business Response

  Date: 10/31/2023

  ************** has failed to make payments on the vehicle.  Public Automotive has not received a payment since September 1, 2023.  The unit is currently out for recovery due to non-payment.

  Customer Answer

  Date: 11/01/2023

  Complaint: 20518630
  
  I am rejecting this response because:
  I try to resolve this and show them what they have done to my car ************* did not come to the car he looked at his watch and looked at his phone made jokes with the police officer he even banned me
  Regards,
  
  *********************

• Initial Complaint

  Date:08/18/2023

  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.

  My car has been in the shop about three times already this month for the same issue over and over again. I am a single mother of two kids without a car I either need yall to fix this and make it right or I will be sueing at this point yall are robbing me of my money that I cant afford to spare. Yall have had my car in yalls possession more than I have. I am paying on a car that is hardly ever in my possession so I need you to give me a car that actually works that will stay with me you need to make this right and stop robbing me of my money

  Business Response

  Date: 09/01/2023

  ***************************** purchased a used vehicle from Public Automotive Group on February 13, 2023.  The customer agreed to the purchase of a used vehicle, and signed the contract that states the vehicle is sold as is.  All of our vehicles are sent to third party shops to be checked, repaired (if needed), and cleared before they are put on a lot for sale. 
  Any repairs that Ms. ********* vehicle has undergone since the purchase of her automobile have either been paid for by Public Automotive with no charge to the customer, or they have qualified for our Protection Plan which states the customer is responsible for half of the repairs.  These repairs are completed by our third party vendors. We will continue to work with ********************, and offer whatever solutions we can.

• Initial Complaint

  Date:07/27/2023

  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 bought a car from them less then a year ago and Ive put it in the shop twice. Once in may and now on July 27th. First it was my transmission and when I got it out they told me my engine had a knocking sound and decided to still give me the car back and now my engine is toast.

  Business Response

  Date: 08/08/2023

  **************************** purchased a vehicle from Public Automotive Group on October 14, 2022.  The customer agreed to the purchase of a used vehicle.  All of our vehicles are sent to third party shops to be checked, repaired (if needed), and cleared before they are put on a lot for sale. 
  ************************ called on October 21, 2022, to tell us the check engine light was on.  She was advised to bring the vehicle in for us to have it serviced, but she failed to do so.
  On May 22,2023, the customer called in to let us know she was having an issue when accelerating.  After having the vehicle diagnosed at one of our third party vendors it was found in need of a transmission.  ************************ took advantage of our Protection Plan Policy that states we will pay half of the repair fees for certain items. 
  ************************ reached out again on July 17, 2023, and stated there was a knocking noise.  The vehicle was towed to one of our third party shops on July, 27, 2023, where it was determined the vehicle would need a new engine.  This repair also qualifies for our Protection Plan Policy and we will agree to pay for half of the repairs.
  It has been noted that the vehicle has been driven over ****** miles since it was purchased, and there is body damage to the front of the vehicle.  We do not have access to maintenance records,but the shop stated the vehicle was very low on oil as well. 
  We will continue to work with ************************ to assist in the repairs to her vehicle. 

• Initial Complaint

  Date:06/26/2023

  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 enlisted in the military 6 months ago and public auto has made our life h*** since then and doesnt seem to care. I have repeatedly paid ahead to get the payments in line with when I get paid. The first and fifteenth but they keep charging us like Im at my old job. Then they turn our car off and dont turn it back on until I pay a fee. They also havent reported to my credit at all when Ive been paying on the car for a year and a half and wont change our interest rates with accordance to the ****

  Business Response

  Date: 07/10/2023

  *********************************** purchased a vehicle from Public Automotive Group on November 26, 2021. The payment schedule agreed to by the customer at the time of purchase was weekly payments of $146.00. All payments have been applied to the customer's account. At the time of purchase the customer set their autopay up for bi weekly and paid ahead in order to make bi weekly payments for the weekly payments that were due.

  
  As of June 23, 2023, a payment of $146.00 came due, and as of June 26, 2023, the account is $146.00 past due. The vehicle is equipped with an lturan *** *********************************** GPS Device that is designed to disable the unit when payment is not received. 

  
  In accordance with *********** members Civil Relief Act (SCRA) Public Automotive Group has not received a notice in writing including a copy of the customer's orders showing active duty service or a letter from their commanding officer that shows the date active duty service began.

  ********* can pay ahead and call in or make payments over the phone on the 1st and the 15th put payments do come due weekly regardless of when the customer gets paid. Once we have been provided with the military orders and written request we can change the interest rate.

• Initial Complaint

  Date:05/01/2023

  Type:Sales and Advertising 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.

  My fiance and I went to Public Automotive in Temple on February 23rd 2022 after we had been in contact with their Employee, *********************************. When getting there we provided the documentation we were told to bring in order to purchase a vehicle. My fiance ************************* made ******** and ***** aware he did not have his social security card since it was lost. but that his birth certificate would be fine if he couldn't bring the ssc. After we provided references, a copy of my social and id and his bc , Proof of income and id. We were told I wasn't going to be able to be a co signer since I did not have proof of income. Never did I sign anything and was not put on the contract. ******* was told a email with his copy of the contract would be sent by that night. A month later we finally got a copy emailed to ** as well as the video footage of the contract being signed by ******* After 18 hrs the car was already breaking down. It has already been towed back to public 2 times now and is currently not driveable. All of the issues are ones that are absolutely pre existing that any decent mechanic or car person should have known about. Putting all of that aside, we spoke to ***** in their collections department where we asked her to provide ** with ******** social security number in which she provided ** with not his social but my social security. I'm not on the contract. Never have been and nor is it anywhere ** our contract that we were provided. The contract is missing signatures from Public where it is required. They used the wrong social security number and we have also contacted the ** about a couple documents in question as far as who's signature it really is. I have not gone into all the car issues and emails going back and forth because I don't have enough room. We want our down payment back and any payments we have made to public. We have not avoided paying them their payments as we have them in a escrow account set up until this situation is resolved.

  Business Response

  Date: 05/17/2023

  ************************* purchased a vehicle from Public Automotive Group on February 23rd, 2023.
  
  On February 23rd, 2023, ************************* and ***************************** had an Uber drop them off at Public Automotive Group - Temple along with small children.  ****************** was originally going to be a co-buyer on the contract.  She signed the authorization allowing her credit to be pulled and that document is included.  ******************** also provided ** with her social security card and Drivers License.  ****************** answered all questions and wrote down the required references.  We require 8 -10 references, and we do not require both the buyer and co-buyer to provide separate references.  
  
  ****************** said ********************* did not have his social security card with him.  He said he knew the number and provided it for **. ************** assured ** he would get a copy of his social security card, and our staff explained the importance of needing a copy of the actual card at the time of sale.
  
  As the staff continued to work the deal they realized ****************** did not have proof of employment, so they agreed to take her off of the contract and continue the deal with ************************* only.  ****************** was removed from the deal at that point. However, the credit reporting section had been completed prior in the system with both ******* and *******, so when credit was run her name was run as well.   The staff member did not realize that ************** provided the same social security number as *******************  ************** is the one who falsely applied a social security number and ****************** was aware that her social was given.  
  
  The way we obtain information for a deal is the buyer gives ** all their information, and then the co-buyer gives ** all their information.  Both parties sign the credit inquiry authorization.  Signatures on the documents we print do not always match exactly to the contract signatures because we use a digital system called ************ for our closing process.  The digital signatures usually look different.  
  
  ************** continued with the deal, and we have a digital signing of the contract as well as a video recording of the closing.  ************** was then informed how he would receive the documents from ************.  He was asked if he would like a printed copy and he declined.  He was, however, provided a printed copy of the documents signed at the lot.
  
  ***********************, ********** Director, sent copies of the contract through ************ to ************** on March 3rd, March 4th, and March 7th per request.  ***** then spoke with **************, and he stated he was able to access the documents and received them in his email.   We did not show in ************ where ************** downloaded a copy for his files.  When an extra copy is requested and sent through email it can only be viewed for so long before the link expires.  We are also happy to print a copy at the lot if requested for a customer to pick up.
  
  Each time we spoke with ************** he assured ** he was okay and he apologized for *******************  We feel Ms. ******** actions are a result of buyers remorse.  She sent emails saying there were issues getting the contract but, ************** said he was getting them to his email.  ****************** is not on the account, so all emailed correspondence was going to Mr. ****** email address.
  
  The vehicle did have mechanical issues.  We worked with ************** regarding the repairs and extended his payments while the vehicle was in the shop.  Payments were paused during this time.  ************** had driven the vehicle over **** miles, so we were unable to issue a refund, but we did help make sure repairs were completed.  
  
  We explained our Protection Plan (again) and how we would pay for half of the repairs, and how he would be responsible for half of the repairs.  We paid for the repairs up-front and put the remaining balance on a sidenote for him to pay with the remainder of his loan.  We typically require the customer to pay half of their portion of the repairs as a down-payment, and half of their portion is set up as a side-note to be paid with the remainder of their loan, but because it was a newer purchase we did not require that.  
  
  ************** never seemed to have an issue with this and was very polite.   However, when ****************** found out we could not issue a refund due to the miles driven on the vehicle she insisted that we stole her social security number.  We feel as if they both knew they provided false information in order to obtain the vehicle.  We did obtain two forms of identification with a promise to provide a copy of the social security card upon arriving at home.  Our staff has been disciplined for not getting the appropriate copy of Mr. ****** social security card at the time of purchase and for not double-checking the credit pull authorization form.  
  
  ****************** filed a police report on April 26th, 2023.  Officer Aryes St. ***** came to the ********** and reviewed both the documents and ************ recording.  Officer Aryes St. ***** deemed that no forgery occurred and no crime was committed.  The case number is 23032565.
  
  ** reviewing the customers request, we have confirmed that Ms. ******** social security number is not listed on the account.  ****************** is requesting a refund on behalf of **************, but because of ************** drove **** miles in the vehicle a refund is not an option. 
  
  This customer is currently in default of their loan and is in possession of the vehicle. At this time they have the vehicle secured behind a locked gate hindering ** from repossessing the vehicle.