ComplaintsforAustin Direct Auto Sales

• Initial Complaint

  09/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from ** and had it shipped. I understand that vehicles are sold as is. Before shipment, the owner and team cut and removed the lug nut lock because they did not have the key to it. Team then replaced with regular lug nuts. Upon receiving the vehicle, I took it for inspection. I was informed lug nut and stud were stripped from the previous person who installed it. I immediately contacted **** and he informed me to take it to a mom and pop to remove the stripped stud and have it replaced. I requested to be reimbursed for removing and replacement. He stated he will speak to the owner and I did as he informed. When the mom and pop shop removed the stripped stud it couldnt simply be replaced. The entire wheel bearings had to be replaced. I contacted **** Immediately. The cost for removing stripped stud and replacement of wheel bearing and studs were expensive. The wheel bearing had to be ordered from the dealer. They called local mechanic shops and nobody carried that specific part. I informed **** and he did not agree with the price. I stated I followed his request and I provided him With receipt. I asked to reimburse the price of removing the stripped stud and the price he found online for bearings. $300 out of $1,380. He said he cannot because hes not authorized and the owner is out of town. I requested to speak to the owner upon return. He said owner should be back in 3 weeks. When I contacted him in 3 weeks requesting to speak to owner. He said the owner is still not available. I sought to find the owners contact through online research. Come to find out **** is the owner all along. He literally lied to me telling me to go to mom and pop h*** speak to the owner about reimbursing and when I presented the receipt he said owner not available when knowingly he is the owner. I reached asking him why would he do that? I have proof of receipts and text messages. All Im asking is my reimbursement. *************** responded since I called him out.

  Business response

  09/06/2022

  everything we sell as you know is as is, and i went beyond helping you on the tint on tires on lug nuts. 

  Customer response

  09/14/2022

  Lets state the facts and stay on topic please.

  Facts: I understand that the vehicles on your lot are sold as is.

  Facts: I ordered a company to place tints on the vehicle which you paid and I reimburse immediately being that Im out of state.

  Facts: I noticed that there were lug nut locks on the wheels and asked if you had the keys.

  Facts: You stated that you did not have them and will have them removed prior to shipment.

  Facts: The vehicle was purchased and paid for prior to your team removing the lug nut locks and replacing

  Facts: Upon receipt of vehicle I notified you of the issue with which the mechanic shop stated prior shop installed incorrectly. 

  Facts: You said go to mom and pop which I did.

  Facts: You lied and said you were not authorized to reimburse me because the owner is not in town.

  Facts: You are the owner and when I called you out on your lie you had no response.

   

  So Im asking will you reimburse me for the mistake of your team?

  
  
  

  Business response

  09/16/2022

  Thank you for calling me lier, i should of not go beyond and get tint done and get lug nut and be like this is what it is 

  Customer response

  09/16/2022

  Complaint: 17920228
  
  I am rejecting this response because:
  
  Sir, with all due respect youre going off topic. Lets discuss the matter at hand please.
  

  Even if you provided great customer service, does it make it right to not fix an issue caused by your team? 
  

  Are you trying to tell me you went above and beyond for the tint and lug nut and your team mistake cost me over 1.3K and Im suppose to just leave it alone?

  Youre saying Im calling you a liar. If you clearly said to me that the owner is not available when in fact you are the owner, that is a lie. Did you not say that?

   

  Im stating facts but youre going around the facts. 
  

  facts: your team caused an error and it cost me over 1.3K and youre not even trying to reimburse me at least the tire removal cost and the parts  you found online. 
  

  How do you plan to remedy this matter sir? Im not asking about customer service Im asking about the error caused by your team which cost me. How do you plan on remedying that matter?

  Business response

  09/19/2022

  the reason i said we went beyond is we sold the car you pay for it traction ************ there as is done done then you come asd said can you do this can you do that those are the stuff i said we go beyond , xterra step for ** to make you happy , im not going to argue about whos owner and whos not the owner all i can do send you the pic of the dealer license and you already know my name but this is childlish game you play whos right or whos wrong.

  Customer response

  09/20/2022

  Complaint: 17920228
  
  I am rejecting this response because:
  
  Sir, you are going all over the place. If I was in the state I would still have asked you about the lug nut lock key. Dont make it sound like I was asking you to go to the moon and back. If Im out of state I can only go by what I see on the pictures, carfax etc. I noticed the lock and I asked do you have the key. You stated no, but youll have it removed. Second thing I asked was do you have a company who tints? However, I was still the one who found the company and they came to place it on while the car waited to be picked up from shipping company. As it pertains to childish games. You clearly sit here trying to play me for a fool. Ive been stating facts and yet youve been responding on emotions. 
  
  
  Facts: You stated you went beyond to accommodate me and my requests.

   Thank you for providing customer service. The facts still stands that even though you provided what you believe was going above and beyond to accommodate me, a mistake was made by your team.

   

  All in all, heres what Im asking; will you reimburse me for the damages caused by your team? Yes or No?

  
  

  Business response

  09/23/2022

  im talking fact too if oyu buy this car from franchise they let you bring the tint guy ? or they going to say oh we do it for you $800 ?
  if you was in state make no different my point is you cant buy the car and then ask hey whats that hey can you do this and more, after deal close and finalize those are the favors which i did i wish i wouldn't so this never happen, learn ****** right ? so if next time you buy car like this from another dealer and they say no this is what it is is because of his bad experience.

  how much is damage ? im paying this out of my commission just let you know + if you still like text me i will text you the pix of the dealer license so you know i dont own it  

  Customer response

  09/24/2022

  Complaint: 17920228
  
  Per receipt provided 

  Tire Removal Fee: $200

  Wheel Bearing: $309.98

  Wheel Hub Spindle: $229.98
  

  Tire shop Misc Fee: $25

  Tax: $90.30

  Total Cost: $1,380.26

   

   

  Labor cost: $72

   

  Customer response

  09/26/2022

  The damages are listed below per receipt provided. Please let me know how you would like to move forward.

  Tire Removal Fee: $200

  Wheel Bearing: $309.98

  Wheel Hub Spindle: $229.98

  Tire shop Misc Fee: $25

  Labor Cost: $525

  Tax: $90.30

  Total Cost: $1,380.26

  Business response

  09/26/2022

  base on the text we had you mention you looking for the tire removal can you please clear that.

  Customer response

  09/27/2022

  Complaint: 17920228
  
  Yes, base on text Im seeking the tire removal fee of $200 and the parts you found online for $104.28 totaling to $304.28. 

  Customer response

  09/28/2022

  Yes, base on text Im seeking the tire removal fee of $200 and the parts you found online for $104.28 totaling to $304.28. 

  Business response

  09/28/2022

  okay give me your cash app (im paying you out of my commission)

  Customer response

  09/29/2022

  Better Business Bureau:
  
   Noted with thanks. I provided my cash app to you via text message.
  

• Initial Complaint

  03/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a car from this dealership end of December I believe. Financed it actually through my bank. Had the car delivered to me since I live out of state. I was told the title to the car would be mailed to me. I realized when my 60day tag was expiring I still had not received the car title . I contacted the dealership and they tell me they mailed it out already and Im like well I never got it . The guy then tells me he can get me a new car title for a 1000$ ! Thats right a 1000$ for a as he said a bonded title. I tell him Im not paying that and he asked if Id pay half I declined . Ive now filed a complaint with the dmv against him. I let my bank know what was going on as well. I also told this guy he could file a claim with ***** because of it being a lost package he tells me he cant help me! He also said through text messages that he didnt like that I filed a complaint against him with the dmv. Ive also been reading busines reviews on him and they are bad! Had I have seen these reviews I would have never shopped for a car there. I feel like someone needs to step in and look into what hes doing because I feel like hes trying to scam me .

  Business response

  03/28/2022

  as i give you tracking number  ***** tracking number ************ show the title delivered jan 5,2022

  Customer response

  03/28/2022

  Complaint: 16948754
  
  I am rejecting this response because:
  
  Regards,
  
  *********************

  the issue is still and has always been that the title was not delivered to me . I called ***** and reported that the package was not delivered to me and I was told that the sender of the package would have to call and file a lost package claim! You the dealership told me you could not help me because I filed a complaint against you with the dmv and I have the text messages to prove it ! 

  Business response

  03/28/2022

  im saying base on ***** tracking this pkg delivered. done.

  Customer response

  03/30/2022

  Complaint: 16948754
  
  I am rejecting this response because:

  Dealership is required to provide the title to the vehicle. As Ive said before I didnt lose the title to the car . ***** lost it or dropped it off at the wrong house . You are the sender of the package which means YOU have to file the missing or lost package claim. But you are refusing to do so. So now I have a car with no title . Oh wait if I pay YOU a 1000$ or half you send me another title? . Ive spoken to multiple people and so has the bank in which the car is financed through . They have all said it doesnt cost a 1000$ to replace the title .
  
  Regards,
  
  *********************

  Customer response

  04/05/2022

  Dealership is required to provide the title to the vehicle. As Ive said before I didnt lose the title to the car . ***** lost it or dropped it off at the wrong house . You are the sender of the package which means YOU have to file the missing or lost package claim. But you are refusing to do so. So now I have a car with no title . Oh wait if I pay YOU a 1000$ or half you send me another title? . Ive spoken to multiple people and so has the bank in which the car is financed through . They have all said it doesnt cost a 1000$ to replace the title .
  

  Business response

  04/05/2022

  Thank you for put time to look us up, but no business cant keep everyone happy im sure you saw the positive review as well.

  Customer response

  04/11/2022

  Complaint: 16948754
  
  I am rejecting this response because:

  its now April I still have no car title Ive again reached out and gotten a crappy response. I wonder if its professional to respond back with a I think youve got the wrong number. Ive also learned that the vehicle I purchased was never transferred over into my name and also its still in the original owners name. Again SHADY!! Shady business shady dealership . 
  
  Regards,
  
  *********************

  Business response

  04/25/2022

  yes its April and base on the ***** tracking number we send you its confirm that you got the title 

  if you have any other question please contact *****.

  yes my lawyer recommend you that i wont respond to any of your text regarding this case.

  We not shady TX law dealer dont transfer title just put the name on the back of the title im sure you can ask Tx DNV.

   

  Customer response

  04/25/2022

  Complaint: 16948754
  
  I am rejecting this response because: I did contact ******** Ive already told you this again and again! You the sender have to file with ***** I cant do anything ! ***** has already said the sender which is you has to file a missing package claim. And you are shady because Ive tried calling and texting and your response is Ive got the wrong number yeah real professional!!
  
  Regards,
  
  *********************

  Business response

  05/04/2022

  im sorry that i hear that, but ***** show delivery dosent show miss place or lost, yes my attorney advise me to not talk to you regarding this vehicle and this BBB is only way we cant respond. otherwise we done with this transaction we delivery the car + title base on tracking.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I drove 5 1/2 hours from ********* ** to Austin ** to purchase a 2011 Lexus LS 460L that I was told was in excellent working order. In order to avoid from having the car sold before I got there I asked to place a deposit on the car. ***** the owner, asked me to send him a $500 deposit via cash app on Friday December 31st. I let him know that I would be driving up on Monday from ********* to see the car. When I arrived January 3rd at the dealership around 2pm **** had his workers pull the car around. The car was disgusting, has damage on the front bumper that was not pictured nor disclosed in the writing, the suede in the interior has rips in it, there were many warning lights on on the dash, again not disclosed, the car had little gas in it as well. I began to test to see if the electronics were working and many of them were not working properly. I turned the car off and then I attempted to restart the car to see if it would reset itself and the car would not restart. **** and his crew attempted to try to get the car to start for over an hour and it would not start and I finally told **** that I did not want the car. I asked him to return my $500 deposit and he promised at that time that he would. After I left the dealership about 45 minutes later according to **** he finally got the car to start. I let him know that I had already did not want the car because it has too many issues. **** informed me that because they got the car to finally start that I was obligated to purchase car as is and he said that he was now keeping my deposit of $500. He and I had many choice words for one another at that point. I feel like I have been robbed. I did not sign any paperwork on the car, I was never informed that my deposit was non refundable either on the website or at the time that I sent him the money. The car wouldnt run, warning lights were on that I wasnt told about. I wasted an entire day and in my opinion I was robbed of my day, my money, and trip cost.

  Business response

  01/06/2022

  Good morning Sir, we never tell customer car in great shape no car over 10 years old 100k mile can be perfect
  

  All the refund is none refundable we mention that to customer.

  car have low battery because customer left light on we charge battery we mention that we can put new battery too, air was low on tires we air up and tire light fix 

  all the problem he mention was fix we wash all the cars before leave our lot.

  offer still stand if he want new battery and wash.

  we also give him $900 discount off price !

  customer also treat us.

  Customer response

  01/18/2022

  Response

   

  1.  Not true.  I asked that question specifically and he said the car was in great shape.

   

  2.  When I sent him the cash app he did not disclose verbally or in writing that deposits are nonrefundable nor is it on the advertisement of the car. 

   

  3.  With the low battery, that was not my issue.  I did not leave the light on.  All I knew while I was there was that three people and multiple different jump boxes could not get the car to start.  Not only that there were warning lights on the dash that let me know other things are wrong with that car and non of that was disclosed to me before I drove 5 1/2 hours to see this car.

   

  4.  As far as them washing the cars why would you not have the car washed before the customer sees it?  He knew I was driving up from ********* ** to Austin.   He had all day to test the car and wash it and he chose not to.

   

  5.  That car is a trap.  Interior has tears in it, strange smells, lights on dash, motorized trunk not working, major scratches on the bumper that were not pictured or disclosed on the bottom passenger side, the grill is really loose, plus he says that the battery is why the car wouldnt start??   I have no way of knowing that that is the only issue with car.  When It was running many many warning lights were on on the dash.  Again none of that was disclosed before I got there.

   

  6.  Just give me my $500 back and he can keep that car and the $900 for the fool that buys it.

   

  Business response

  01/18/2022

  Everyone have diffrent meaning of the great condition, 11 year old car with over 100 k mile cant be perfect shape and the issues car had due the sitting and not driving around (battery,tires,trunk) fix in 30 min,we have pic and we have Video of the car maybe if you picky you should of zoom in and watch the video,

  we mention to all customer deposit not refundable and if they are in person they sign the document 

  i know you didnt leave light on and that why i offer brand new battery, i wasnt charing you for new battery.

  you making big deal out $20 carwash or $100 detail lots of people make appoinment never show up its not end of the word that you walk away because carwash.you just prove to me that the reason you walk a way wasnot a r big reason and you making big deal out of nothing.

  again there is pic and Video off the car, there is no tear dont change it and try to tell me that, on your review on your **** on your text you didnt mention this you wanna add this to list to make me look bad ?

  we mention ligh on dash gone i text you pic of the dash and i have all those text which i send it less than 30 min from the time you left carlot.

   

  Customer response

  01/19/2022

  Complaint: 16431056
  
  I am rejecting this response because:

   

  Bottom Line:  

  1. I made a deposit to hold the car and I was not told it wasnt in working condition otherwise I would not have paid $500.  In addition, I was not told, nor did I sign a document saying, that my deposit was non refundable no matter if the car works or not.

   

  2.  I told the dealer I was driving up on Monday from ********* ** to Austin **, they had all day to get the car ready for me and they were not prepared when I arrived.  

   

  3.  The car had a lot of lights on on the dash when I got there and many electronics were not working.  I turned the car off to see if it would reset and it would not start.

   

  4.  I waited at the dealership for over an hour while many different people tried to get the car to start.  When they put the cables on the car the motor would not turn.  After waiting an hour plus I then asked for my money back and **** told me he would give me money back since the car was not working while I was there and while I waited over an hour for them to fix the car.

   

  5.  I left the dealership with no incident because I took **** at his word that he would refund me my money.

   

  6.   30 to 45 minutes after I left to drive back home **** called and said he got the car to start.  At that point I was already on my way back home.  At that point I had no way of knowing and I still have no way of knowing what is really wrong with the car.  And at that point my money was already supposed to have been refunded back to me as **** said he would because his car was not working while I was there.

   

  7.  As a business you cant expect people to buy a product that does not work unless it was disclosed up front.  The car being nice or not depends on the person, but the car running or not is a different story.  

   

  8.  I demand that **** ****** my $500 as he said he would.  Anything short of that is theft.  You cant make someone buy a product that does not work.  Just because you fixed it after I left is beside the point.  When I left the showing of the car, at the dealership, my commitment to  have to buy the car should have been over with as well.  Even **** said I will return your money and then decided after the fact that he somehow deserves to keep my money.  It is theft no matter how you look at it.

  9. Are you returning my money?!
  
  Regards,
  
  ***************************

  Customer response

  01/24/2022

  Bottom Line:  

  1. I made a deposit to hold the car and I was not told it wasnt in working condition otherwise I would not have paid $500.  In addition, I was not told, nor did I sign a document saying, that my deposit was non refundable no matter if the car works or not.

   

  2.  I told the dealer I was driving up on Monday from ********* ** to Austin **, they had all day to get the car ready for me and they were not prepared when I arrived.  

   

  3.  The car had a lot of lights on on the dash when I got there and many electronics were not working.  I turned the car off to see if it would reset and it would not start.

   

  4.  I waited at the dealership for over an hour while many different people tried to get the car to start.  When they put the cables on the car the motor would not turn.  After waiting an hour plus I then asked for my money back and **** told me he would give me money back since the car was not working while I was there and while I waited over an hour for them to fix the car.

   

  5.  I left the dealership with no incident because I took **** at his word that he would refund me my money.

   

  6.   30 to 45 minutes after I left to drive back home **** called and said he got the car to start.  At that point I was already on my way back home.  At that point I had no way of knowing and I still have no way of knowing what is really wrong with the car.  And at that point my money was already supposed to have been refunded back to me as **** said he would because his car was not working while I was there.

   

  7.  As a business you cant expect people to buy a product that does not work unless it was disclosed up front.  The car being nice or not depends on the person, but the car running or not is a different story.  

   

  8.  I demand that **** ****** my $500 as he said he would.  Anything short of that is theft.  You cant make someone buy a product that does not work.  Just because you fixed it after I left is beside the point.  When I left the showing of the car, at the dealership, my commitment to  have to buy the car should have been over with as well.  Even **** said I will return your money and then decided after the fact that he somehow deserves to keep my money.  It is theft no matter how you look at it.

  9. Are you returning my money?!
  
  Regards,
  
  ***************************

  Business response

  01/24/2022

  im sorry you got disapointed but all deposit is none refundable, some one left light on and battery was dead we put new battery and no other light  ( tires low on air) car in great shape.

  Customer response

  01/24/2022

  Complaint: 16431056
  
  I am rejecting this response because

   

  The car did not work while I was there and I am demanding my money back immediately.  I gave you over an hour of my time to fix it plus I drove for 5 1/2 hours and the car did not work. I want my money back. You cannot keep money for a product that didnt work. Regardless that you fixed it after the fact that is not my problem that your junk car to deal with. Give me my money back.

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

*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. ↩