ComplaintsforTexas Auto Center

• Initial Complaint

  02/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I just got my new phone number three or four months ago from ******* and I have been continuously getting calls from this business looking for somebody named *********************** or something like that. I get live calls and I get voicemails even when I block them I get the digital calls that go right to my voicemail. I've called this business four or five times even left a message on the supervisor's phone talk to a live person and told them I was not the person they're trying to get a hold of!! Evidently they're an auto center probably trying to get a car payment from this person or something. I've told them my name and I've asked him not to call I've even hit the menu that said we'll put this number on a new call list do not call list and they still are calling me 2 to 3 times a day! I want them to stop calling me I'm not the person they're looking for!!

  

  Business response

  02/08/2024

  BBB Complaint Management
  ***************************
  Customer Engagement Specialist
  
  February 8, ****

  
  Re:  Complaint ID# ********

  
  Dear BBB:

  
  We received the complaint above for *******************, dated February 2nd, ****. We take her customer service concerns very seriously, have conducted a complete and thorough investigation, and offer her the following response.

  
  We sincerely apologize for **************** experience. An initial search of our records did not produce her number therefore, it was not deleted by the do not call option she selected. While we could not find a record of contacts to ****************, we confirmed our system does not exceed more than one call per day.

  We conducted a manual search of our records, identified **************** phone number,and deleted it. She should not receive any further communications from us. We will continue to investigate this matter and apologize for any inconvenience to *****************
  
  Respectfully,

  
  *********************************
  Chief Compliance Officer
  Texas Auto Center LLC / TAC Acceptance Group LLC
  
  
  

  
  

  Customer response

  02/12/2024

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

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went through this company because a friend referenced me the process was easy & it went smoothly at 1st. I was put into a car in a Red Voltswagon Jetta and that car broke down on me while driving 4 days after having it. It took them a couple of days to get the car & do a diagnosis on the car before the mechanic could not fix it so the dealership agreed to put me in another vehicle which I had to pay for insurance again even after I had just payed on the previous car, so now Im in a new vehicle and a week or 2 into having that car I started having troubles middle of summer no ac & the check engine light comes on and had some issues with kicking up speed so I brought that one back and got into a NEW vehicle which I went through the same process with so I have the 3rd vehicle for ********* lasts about 4 months & then IT SHUTS DOWN ON ME. This company has not offered to help me in any way I lost my job due to this situation the car has been broken down since end of October & was not picked up until November here it is ************ havent got any resolution to how they can help me in this situation only asking to make a car payment!! Frustrating. I am wanting to get a full refund for everything I have paid, I wasted my time and money at a car dealership who sales the most unreliable cars!

  

  Business response

  12/11/2023

  BBB Complaint Management
  ***************************
  Customer Engagement Specialist
  
  December 11, 2023

  
  Re:  Complaint ID# ********

  
  Dear BBB:

  
  We received the complaint above for *********************, dated December 7th, 2023. We take her repair concerns very seriously, have conducted a complete and thorough investigation and offer her the following response.

  
  We are sorry for Ms. ****** experience and did our best to work with her. She had early mechanical concerns with two vehicles and opted to trade, then reported concerns about five months into her current car. We offered an expedited service visit, applied collateral protection insurance (CPI) payments accurately, she had use of the vehicle and is not eligible for refund.

  
  ************* financed her current vehicle with us on June 12th, 2023. She reported mechanical concerns on October 31st. We offered an expedited diagnosis, but her car was outside of our service area, so we suggested she contact the administrator of our Limited Warranty program. They could have scheduled repairs at a closer facility. We also explained she could contact our related finance company about returning the car. She was at work and said she did not have time to make calls. On November 2nd, she asked why we had not picked up her car. *** had no record that she inquired about returning the car.We reviewed the options offered, she said she did not want the car and an agent picked it up. We spoke again on November 20th. ************** explained her disappointment with her experience, we offered to expedite a diagnostic test and moved her car to next in line. Unfortunately, her car as locked and arrived with no key. We asked her to provide the key, but she was unable to do that.

  
  As disclosed at purchase, a collateral protection insurance policy was applied to the collateral for each vehicle because ************** did not provide her own insurance policies. Each vehicle had its own policy with payments due bi-weekly.Payments made were applied accurately to both. She had one due May 24th on the Jetta, another on her current vehicle due June 13th.

  
  ************* had use of her current car and added ****** to the odometer since purchase. It does not appear that manufacturer recommended maintenance such as an oil change or other periodic service was performed while she had it. We cannot say if this led to the breakdown until we complete a diagnostic test. If ************* does not want her car, we can offer her a Settlement Agreement and accept the collateral in full satisfaction of the debt owed. If she signs in agreement, we will ***** her request to remove the account reporting from her credit history.
  
  Respectfully,

  
  *********************************
  Chief Compliance Officer
  Texas Auto Center LLC / TAC Acceptance Group LLC

  Customer response

  12/11/2023

  Complaint: 20973390
  
  I am rejecting this response because:
  You guys are trying to make this my fault by saying the car was not maintenance on my end is what could have been the reasoning behind the fact I was put in yet another reliable car from you. I have attached the proof of oil changes that I have received on the vehicle! But this isnt just about maintenance this is my overall experience with you dating back to the start. Payments have never been an issue. This is loss of funds, my job, my time and patience the whole experience dealing with your complaints has been horrific & traumatic for me. Yet no one has even took accountability of the flaws your company. Its been unprofessional speaking with you guys on here vs someone calling me. You have denied my the vehicle or being put in a new one. A refund of my deposit is requested and we will settle. I wouldnt recommend you guys to anyone, respectfully!
  Regards,
  
  *********************

  

  Business response

  12/13/2023

  BBB Complaint Management
  ***************************
  Customer Engagement Specialist
  
  December 13, 2023

  
  Re:  Complaint ID# ********

  
  Dear BBB:

  
  We received the rejection for *********************, dated December 7th, 2023, and are sorry about how she feels. We are not assigning fault, nor have we denied her of her vehicle. We declined another trade out, do not know what is going on with her car and cannot trade it out because it needs service. We offered trades on her first two vehicles because she reported concerns within days of purchase. She has had use of her current vehicle, added wear and tear and over eighteen thousand miles to the odometer and we cannot ***** a refund.

  
  We have done our best to help **************. Her car was outside our service area and needed service. We gave her an option for repair in her area, but she said she did not want the car and told us to pick it up. Once we had the car, we reached out and offered to expedite her repair. A diagnostic test was needed, but she had the only key and declined to provide it.

  
  We do not understand what ************** meant when she said it has been unprofessional speaking with us here versus someone calling her. We have spoken with her directly before and since she filed this complaint. We spoke on October thirty first,November second, thirteenth, twentieth and December fourth, fifth, and eighth. We want to resolve this and spoke with her again on December eleventh. She asked for either a full refund or trade and we are unable to ***** ************* have offered ************** two options, to either expedite a service visit or return the collateral, we will accept it in full satisfaction of her balance owed and delete the account from her credit reporting.
  
  
  Respectfully,

  
  *********************************
  Chief Compliance Officer
  Texas Auto Center LLC / TAC Acceptance Group LLC
  

  
  

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from these people 8 months ago and they've had my car in the ******** out of the seven or eight months that have had the car they have not fixed it they have hung up on my face and forced me to pay for toffees they lied to me and told me that my car was under warranty and it all of a sudden it wasn't warranty whenever they decided they didn't like what I had to say I'm still paying for my car that doesn't even work they won't fix it for me it's been in the car shop more than I've driven it they've sold me a lemon.

  

  Business response

  11/15/2023

  BBB Complaint Management
  ***************************
  Customer Engagement Specialist
  
  November 15, 2023

  
  Re:  Complaint ID# ********

  
  Dear BBB:

  
  We received the complaint above for *************************, dated November 8th, 2023. We take her repair concerns very seriously, have conducted a complete and thorough investigation and offer her the following response.

  
  We are deeply sorry **************** has experienced repair issues. We empathize with her situation but disagree with the claims she made in her statement. We have continually helped her and there is no adjustment owed. She bought her car over a year and a half ago. Time in our shop is less than what she stated and, we have repaired her car but have not been able to duplicate some of her concerns. Unfortunately,we disconnected from some calls, but it was due to ****************** use of obscene language. We explained her responsibility for tow fees and our Limited Warranty paid for repairs to all covered components. Her car was in for service last month, we provided her with an estimate, and she declined the recommended repairs.

  
  *************** financed a car with us on May 21st, 2022. She test drove it prior to purchase, signed a WE OWE, and state nothing else owed.  ****************** took longer because repairs had to be outsourced and, in some cases, we could not recreate issues she described. Many of the repairs were unrelated and it is not like we were fixing the same issue repeatedly.

  
  *************** used obscene language on calls with our account representatives, our customer service liaison, and members of our service team. It was impossible to communicate with her over the yelling and obscenities, despite our best efforts.

  
  *************** was made aware of her obligation to pay for tow fees prior to tows. As a courtesy, we helped with some of the cost and have paid $196 in all.

  
  We provided a 24-month/24,000-mile Limited Warranty on ****************** car. She signed a Limited Warranty Enrollment and Registration at purchase and agreed to the terms. Coverage is explained on page one and included all items listed in the COVERAGE box. It covered $3,324 in repairs.

  
  We helped **************** with non-covered repair costs. We paid $1,931 and discounted an additional $1,853 in repairs. We also broke her out of pocket costs into interest free payments.

  
  We offered to take the collateral back in full satisfaction of her debt owed in January, but she declined to respond to our offer. We did our best to work with **************** and granted seventeen extensions on her regular payments while we had her car.

  
  Now,her car needs maintenance. We recommended a full-service oil change, replacement of spark plugs, spark plug wires, ignition coils and the oil pressure switch.These are not covered under our Limited Warranty because they are maintenance.We will be happy to complete these repairs if **************** agrees to pay for them in full. We cannot finance anymore of her out of pocket costs because she still owes $1,080 for previous repairs financed at zero percent interest.

  
  Respectfully,

  *********************************
  Chief Compliance Officer
  Texas Auto Center LLC
  TAC Acceptance Group LLC

  Customer response

  11/15/2023

  Complaint: 20835628
  
  I am rejecting this response because:
  The car has been in the shop regarding the same issue they messed when they messed with the computer in my car fixing the windshield wipers they didn't have to fix the computer they did that and they messed it up the car's been not the same ever since then I may have had the car for a year and a few months but the car has only been in my possession may be 6 months out of the whole time because it's been off and on since the second month I own the car I have not been able to keep it running ever since they tried to fix it the first time to fix the windshield wipers as far as I'm concerned they told me that the insurance I never had to pay anything that they were going to pay it so I don't know why owe ***** on there for any service that they said they were was covered under warranty I bought the car I owe $22,000 in the car is about to break down for good and I haven't even had the car for a year and a few months that's ridiculous that's no good it's no good car it's not in a good shape at all they lied to me when they sold it to me. And I did not refuse the service that they gave me they denied doing it for me ***** is lying!

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

  

  Business response

  11/16/2023

  BBB Complaint Management
  ***************************
  Customer Engagement Specialist
  
  November 16, 2023

  
  Re:  Complaint ID# ********

  
  Dear BBB:

  
  We received the rejection for *************************, dated November 16th, 2023, and offer her the following response.

  
  We are disappointed that **************** rejected our response. Most repairs were unrelated,and she approved them. Her obligations were clearly communicated to her, she signed installment contracts agreeing to pay for repairs, and she has had use of her vehicle. She did not approve her last estimate so we could not complete repairs.

  
  *************** brought her car in twice for concerns related to windshield wipers, but other repairs were unrelated. We replaced her windshield, wiper arms, blades, and motor, in September and her wiper switch the following month. We covered the cost of the switch due to her previous service. Her other repairs were unrelated,meaning we were not fixing the same issue repeatedly. We replaced her blower motor and powertrain control module in September, her transmission and battery in October, but could not recreate her concerns of a coolant leak from the heater core or any issue with the instrument cluster lights in December 2022. This year in June, we did a complete oil change, replaced all four tires, mounted,balanced, and did an alignment, replaced the cooling fan, O2 sensors and one wheel bearing. Her car now needs an oil change, spark plugs, ignition coils,oil pressure switch and rear bumper extension. These are not covered under the 24-month/24,000-mile Limited Warranty we provided with her purchase.

  
  Prior to each repair, we completed a diagnostic, prepared an estimate, explained the recommended repairs and breakdown of the costs to ****************. We do not understand what she means by, she never had to pay anything with the insurance. She approved repairs on September 22, October 20th, 2022,and July 5th, 2023, and signed retail installment contracts agreeing to pay for towing and her part of the repairs.

  
  *************** has had possession of her car and added over ****** miles to the odometer. While in service, *****, our customer service liaison, has gone to great lengths to help her. He discounted repairs by almost $2000, applied another $2000 to goodwill or company paid, granted payment extensions, financed her repairs at zero percent-interest and maintained a professional and helpful disposition,even when she screamed obscenities at him.

  
  Again,we are deeply sorry **************** has experienced repair issues. We feel we have done our best to work with her. We even offered to take her car back and forgive her debt at one point, but she did not respond. We are happy to service her car, but she will have to pay for all non-covered repairs in full prior to pick up.

  
  Respectfully,

  
  *********************************
  Chief Compliance Officer
  Texas Auto Center LLC / TAC Acceptance Group LLC

  Customer response

  11/17/2023

  Complaint: 20835628
  
  I am rejecting this response because: because the vehicle is no longer drivable as of today November 17th the vehicle does not work anymore y'all never fix the car because y'all didn't drive it long enough to experience the issues that I had you didn't want to fix it that's what it was so you push the car to the side blaming it on something else I have not had the car as much as you guys have had it in the shop the car is no longer working I've only had it for one year and it doesn't work anymore is that okay no it's not okay that doesn't even make any sense the car is only worth $15,000 and I'm paying $22,000 that's $10,000 in fees and other stuff that's not even worth paying for a car that doesn't even work it never happened it hasn't worked since the day I'll touch it the first time in the shop I will not pay for this car I refuse to pay for this car if you want this car to take it off my credit I will gladly take that offer thank you everything that you're saying is wrong I never once got help y'all haven't helped me with anything that y'all don't know me
  
  Regards,
  
  *************************

  

  Business response

  11/28/2023

  BBB Complaint Management
  ***************************
  Customer Engagement Specialist
  
  November 28, 2023

  
  Re:  Complaint ID# ********

  
  Dear BBB:

  
  We received the rejection for *************************, dated November 21st, 2023. In it, you noted that your agency considers all matters addressed but asked us to respond to the bold text in ****************** rejection. She stated that she would not pay for the car but wants us to remove the account reporting from her credit. We offer her the following response.

  
  We reviewed the account information we reported to the bureau for **************** and find the information we reported is accurate. We cannot ***** her request to remove the account reporting from her credit. **************** signed a Retail Installment Contract at purchase and agreed to the terms. She has not kept her agreement and her account status is delinquent. We recommend that she reach out to TAC Acceptance Group regarding her regular payment that was due on November 18th.
  
  Respectfully,

  
  *********************************
  Chief Compliance Officer
  Texas Auto Center LLC / TAC Acceptance Group LLC

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2013 Cadillac cts and was not happy with it the 2nd day. I went up there and asked if I could simply trade into something else. The rude lady said um no sorry you can pay another $1500 down payment and get something else. The car was having issues since day 1 they took it to fix it and had it for over a week and a half. Again I asked could I change vehicles again I'm told no. So far forward a couple months and the transmission had now went out. I call they have it towed to the ******************* and for the last month and a week I have had no vehicle. I love in the country so it's a good $60-$100 to go and come anywhere. I have already lost one job from when they had it forever to repair it the last time. Every week I have been told the same thing wed, then wed comes and is Friday then Friday comes and again Monday I have heard this now for over a month. They will not let me use a car they will not let me get another cat they basically have told me to go f**k myself they want that payment on time but have no concern of me getting where I need to go or anything else so I'm paying $390 every 2 weeks for a car I can't use and no help from them at all I have just been lied to over and over and over and over about when it will be ready I am at my **** end

  

  Business response

  10/04/2023

  BBB Complaint Management
  ***************************
  Customer Engagement Specialist
  
  October 4, 2023

  
  Re:  Complaint ID# ********

  
  Dear BBB:

  
  We received the complaint above for *********************, dated October 2nd, 2023. We take her repair concerns very seriously, have conducted a complete and thorough investigation and offer her the following response.

  
  We value ************** as our customer and are deeply sorry that she has experienced mechanical issues. We serviced her car three times, expedited all service visits, covered all repair costs, and worked with her on payments while her car was in service. We have been professional and honest in our communications with her and provided updates as available. We are sorry to learn she feels otherwise.

  
  ************* financed a car with us on April 25th, 2023. She test drove it prior to purchase and signed a WE OWE stating, Nothing Else Owed but returned the next day with concerns. We could not ***** her initial request to trade out without first completing a diagnostic testing. ************** had reported a rubbing or vibrating noise when turning, noise when applying the brakes, 10% oil life reading, a center cap missing on one tire and slow air loss in the tire. She approved repairs and we replaced the rear differential assembly, reset the oil life reading (a complete oil lube and filter change was done April 11th),and replaced the missing center cap on her tire. ************** could not duplicate any noise with the brakes. We provided a 24-month/24K-mile Limited Warranty (LW) with her purchase. It covered $589.03 of the $789.03 total repair cost. We covered the remaining balance.

  
  Her second service on June 20th was related to the first. She returned her car for the same noise when turning. Unfortunately, the differential assembly was at fault and replaced again. We covered the cost. ************** also said she could not get her oil changed and was told something rusted. We inspected her car but did not find anything ***** and noted we had completed an oil lube and filter change in April.

  
  Her car was towed in for a third service on August 29th when ************** reported her car would not move when in gear. A diagnostic test reported transmission failure. She approved repairs on September 5th, we ordered the transmission and replaced it. It was an extensive repair and took longer than expected. Our service manager spoke with **************, informed of delays, and committed to getting her vehicle back to her as soon as possible. The repair totaled $2680.80. Our LW covered $2285.80, and we covered $65 of the $195 tow bill. A $200 deductible applied, and we broke it into interest free payments.

  
  We understand it is a great inconvenience to be without transportation. We did our best to work with ************** while her car was in service. We deferred one regular payment in June and two regular payments in September. A significant amount of mileage has been added to the odometer; almost ****** miles in four months. At this point, we cannot ***** Ms. ****** request to trade out. Repairs were completed October 2nd and we notified her that her car was ready for pickup.

  
  Respectfully,

  
  *********************************

  
  Chief Compliance Officer
  Texas Auto Center LLC
  TAC Acceptance Group LLC

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April of 2023 Texas Auto sold me a car with multiple issues, Check engine light comes on the dashboard with multiple other sensors on the dashboard. I have took my car for Texas Auto to fix and they have kept my car for a lot of days. I am forced to make payments on a vehicle that is not drivable and in the shop. My family and I have missed a lot of work due to no reliable transportation. I have talk to the staff a few times, Texas Auto staff are rude and refuse to help. No loaner car, no refund, and no option for another vehicle. The vehicle is not safe has stalled on the highway. My family and I are afraid for our life in this vehicle. They vehicle is currently under warranty. Texas Auto makes excuses hold my vehicle for days and will not give me a resolution Im satisfied with. I want a refund. I no longer want to do business with this company.

  

  Business response

  09/22/2023

  BBB Complaint Management
  ***************************
  Customer Engagement Specialist
  
  September 22, 2023

  
  Re:  Complaint ID# ********

  
  Dear BBB:

  
  We received the complaint above for *******************************, dated September 19th,2023. We take his repair concerns very seriously, have conducted a complete and thorough investigation and offer him the following response.

  
  We are sorry to hear that ****************** feels he was forced to make payments, was treated rudely, and refused help. He financed a vehicle with us on April 28th, 2023, signed a Retail Installment Contract and agreed to make his scheduled payments. It is almost five months since purchase, he had use of the vehicle, as indicated by the nine thousand miles added to the odometer reading. We have done our best to work with him, expedited service visits and covered the cost of his diagnostic fee. He demanded a refund on September 13th and was extremely aggressive and inappropriate to our staff when they tried to help him.

  
  ****************** reported mechanical concerns June 5th and September 13th. We expedited service visits for both and even outsourced diagnostic testing to get his vehicle back to him sooner. In June he reported a message about reduced engine power. A technician drove the vehicle sixty miles and was not able to duplicate the message and ****************** picked his vehicle up. We covered the $80 diagnostic fee as a courtesy. When he returned September 13th, he reported the same message and warning lights on the dash. We asked him to leave the vehicle with us to return to the same repair facility. ****************** yelled and cursed at our service and sales staff.Our sales manager went to help, and ****************** reported the warning message was off when he picked his vehicle up in June and had not been back on until that day. During their interaction, ****************** yelled and cursed at our manager, then broke a pen in half in front of him and threw his key fob at him.He left his vehicle, and we returned it to the same facility for a second diagnosis.

  
  A diagnostic test has found we need to replace and program the front ICC sensor (pre-collision/radar sensor), exhaust gas recirculation valve or (EGR valve) and radio software update. We provided a 24-month/24K-mile Limited Warranty with ******************** purchase. It covers major components. These items are not major components and therefore, are not covered. We offered to break the repair costs into interest free payments and if he agrees to them. We value ****************** as our customer and understand that encountering mechanical issues is frustrating. We will do our best to work with him and ask that moving forward, he treats our staff in a professional manner.

  
  Respectfully,

  
  *********************************

  
  Chief Compliance Officer
  Texas Auto Center LLC
  TAC Acceptance Group LLC

  Customer response

  09/22/2023

  Complaint: 20625651
  
  I am rejecting this response because:
  I have been charged $100.00 to pick up the vehicle from the service department, I have been with out my vehicle again for over an week. This fee should be waived for the hassle and inconvenience Texas Auto has caused. This response does not offer a refund. I want to return the vehicle for a refund. I do not want to do business with Texas Auto the car has been given me issues since I purchased the vehicle. My car payments should be waived for the times my vehicle was is the shop and not being able to drive.
  Regards,
  
  ***************************

  

  Business response

  09/22/2023

  BBB Complaint Management
  ***************************
  Customer Engagement Specialist
  
  September 22, 2023

  
  Re:  Complaint ID# ********

  
  Dear BBB:

  
  We received ********************************* rejection dated September 22nd, 2023, and are sorry to hear that he is not open to working on a mutually agreeable resolution. We are sorry for his hassle and inconvenience, and note he purchased a used motor vehicle, made up of many components that will experience failure with wear and tear. ****************** test drove the vehicle prior to purchase and reported no concerns. He signed a We Owe and stated, nothing else owed. When he reported concerns, we expedited service visits and covered the cost of the diagnostic fees to the outside repair facility. The components that need repair or replacement are not major components, so they are not covered under our Limited Warranty and the cost of these repairs are his responsibility.
  ***************** initialed and signed a Motor Vehicle Retail Installment contract when he financed a car with us. In doing so, he agreed to make his regular payments.He will be in default if he does not make his regular payments when due as stated on page three of the Contract.

  
  We spoke with ****************** on September 20th. Repairs are complete and his car is ready for pick up. We cannot ***** his request for a refund nor waive anything owed. As we explained to him, he purchased the vehicle almost five months ago and he has had use of it.

  
  The fact is we have done our best to work with ******************. Since September 13th,he has demanded a refund and we have explained why that is not an option at this point. He has acted in an aggressive and violent manner toward our staff members and made it increasingly difficult to help him. We can offer a Settlement Agreement to accept the collateral in full satisfaction of the debt he owes. ****************** will need to sign an Agreement if he chooses this option.
  
  Respectfully,

  
  *********************************

  
  Chief Compliance Officer
  Texas Auto Center LLC
  TAC Acceptance Group LLC

  
  

  Customer response

  09/25/2023

  Complaint: 20625651
  
  I am rejecting this response because: I purchased the car on April 28. June 4th while driving the vehicle with my family in the car the vehicle stalled on the highway the engine light came on the dashboard and the vehicle began to slow down and not Accelerate. My family and I were in a panic and feared for our lives and safety.  In a months time of my purchase from Texas Auto the company has proven that safety and reliability are not there concerns. I took the vehicle in Texas Auto in June. Texas Auto kept my vehicle for several days only for ********************** to tell me that there is nothing wrong with the vehicle.  They did not fix the problem the first time there was no resolution and my issue with the vehicle was not solved. My family and I Missed a lot of work money lost. However Texas Auto continues to expect me to make car payments. And the service department now also added the costly repair cost over $1000.00 to the already expensive car payment.  Again now here we are my family and I driving on the highway in September and the same very unsafe situation happened again. This time even more lights display on the Dashboard while my family and I are driving on the highway, after Texas *********************** said there was nothing wrong my vehicle. Check engine light and the transmission light also a few other lights. The vehicle stalled again, There was a smell of fumes coming from the vehicle that caused me to become Ill, dizzy nausea, my health are also at risk. Again Texas Auto has my car for several days I have lost time and money dealing with this business. Texas Auto is putting my family at risk of being harmed possibly killed on the road. My family and I are not happy customers very dissatisfied. And if my issue is not resolved I will also tell other people not to due business with this company. As I said before I dont want to continue business with this company. This company is going to be in a lawsuit and sued for harming there customers. $100.00 is required to be paid before I can pickup the vehicle I believe this fee should be waived. 
  
  Regards,
  
  ***************************

• Initial Complaint

  07/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Was sold car problem with fuel inless then a week rushed 212 dollars out me and then set a payment from me unless then 2 weeks very unresponsive when try to call and handle this situation finance is very argumentive with customers service has your car for weeks and months at a time

  

  Business response

  08/02/2023

  BBB Complaint Management
  ***************************
  Customer Engagement Specialist
  
  August 2nd, 2023
  Re:  Complaint ID# ********

  
  Dear BBB:

  
  We received the complaint referenced above for *****************************, dated July 28th, 2023. We are very sorry ************** has experienced customer service issues. We take her concerns very seriously and have conducted a complete and thorough investigation into her customer service concerns and offer her the following response.

  
  We are sorry that ************** feels we were unresponsive. We did our best to work with her and resolve the issue as quickly as possible. She financed a car with us on July 14th, 2023. She test drove the vehicle prior to purchase and signed agreeing, nothing else owed on her WE OWE.

  
  When she reported concerns with her gas level not reading accurately on July 24th, we responded immediately and asked her to bring her vehicle in. We followed up the next day, arranged a tow and had her car in service on the 26th.  We completed a diagnostic, found the fuel pump needed to be replaced and went over the estimate with her on July 31st and she approved the repair.

  
  ************** has been our customer for six years and her loyalty means a lot to us. We are covering the total repair costs of $785 and agreed to move her outstanding payment due July 29th to the end of her note.
  
  
  
  Respectfully,
  *********************************
  Chief Compliance Officer
  Texas Auto Center LLC
  TAC Acceptance Group LLC
  
  
  
  
  

  
  

  Customer response

  08/02/2023

  Complaint: 20391757
  
  I am rejecting this response because: have been a loyal customer I didn't approve any repairs know one called to ask me if they could repair and the balance they are referring to I was told I had to pay 590 dollars to pick up vehicle which they had and the other car they had and it was totaled so I don't understand why I would need to pay for a vehicle that doesn't work I gave 212 there insurance is worthless I don't see why required to purchase I feel like this is price gauging force me to double pay there insurance at this point I just want see what I can do legally to end contract 
  
  Regards,
  
  *************************

  

  Business response

  08/14/2023

  BBB Complaint Management
  ***************************
  Customer Engagement Specialist
  
  August 14th, 2023

  
  Re:  Complaint ID# ********; Rejection Date August 3rd

  
  Dear BBB:

  
  We received ******************************* August 3rd rejection and regret to learn she did not accept our response. She stated she did not approve repairs, had to pay $590 at pick up and gave $212, feels our insurance is worthless, and she wants to end her contract. We offer her the following response.

  
  The fact that ************** said she did not approve repairs, and no one called her, is inaccurate. We spoke six times regarding repairs and at no time did she decline them. We talked on July 24th, 25th,28th, 31st, and again on August 1st and 4th.Our Service Advisor discussed repairs, completion time and when her vehicle would be ready. ************** knew we were going to repair her vehicle. We covered all associated costs that totaled $785.00.

  
  ************** signed a Retail Installment Contract when she purchased her vehicle and agreed to the terms. She put $212 down and had a $500 deferred down payment due July 21st. She did not pay the deferred down as agreed. Normally, we do not accept delinquent payments on deferred downs,however, we made an exception because ************** reported mechanical issues soon after purchase. She picked her car up on August 4th and paid $590;$500 applied to her deferred down. The remaining $90 applied to her collateral protection insurance (***) coverage due on August 4th.

  
  We are sorry ************** feels the *** is worthless. We disagree with her opinion and note her previous vehicle had *** coverage and her policy paid two accident claims. The first claim paid $1,556.45 for body damage incurred in an accident and covered all repair costs. A second claim payment of $3,499.55 applied to her current balance of $7,121.81 because her car incurred extensive damage in the accident. The account was closed, we forgave a remaining balance of $3,622.46, and granted her a trade out into her current vehicle. ************** was provided with our ********************* requirements at purchase,and she signed in agreement. If she provides us with proof of coverage that meets our requirements, we will be happy to remove her *** coverage.

  
  We are continuing to work with ************** toward a mutually agreeable solution. She asked to end the contract and we agreed to do so when we spoke with her on August 8th. She said she would discuss it with her attorney,and we are waiting to hear back from her. We ask that she please contact us at ************ and ask to speak with *********************, a member of our management team. He will be happy to assist her.

  
  Respectfully,

  
  *********************************

  
  Chief Compliance Officer
  Texas Auto Center LLC
  TAC Acceptance Group LLC

  Customer response

  08/20/2023

  Complaint: 20391757
  
  I am rejecting this response because: I was sold a non working vehicle so they can rush payments out of consumers for cars that don't work or sit in there service department for months basically render a service that there not providing The current vehicle has something wrong with fuel reason it was tooken back proof they didn't fix it just try rush payments also given to me with back brake light out inside lights not coming on a/c just blows out electric problems as well i was shocked by the vehicle I call ********************* when I received this message as usual no answer left vm as usual no call back but i guarantee you they gone call about a payment
  
  Regards,
  
  *************************

  

  Business response

  08/29/2023

  BBB Complaint Management
  ***************************
  Customer Engagement Specialist
  
  August 28th, 2023

  
  Re:  Complaint ID# ********; Rejection Date August 21st

  
  Dear BBB:

  
  We respectfully disagree with **************** rejection. The vehicle was working when she bought it, she signed an Installment Contract agreeing to make her regular scheduled payments and did not keep that agreement, repairs were completed in one week, we replaced the fuel pump, but it failed due to lack of fuel.

  
  ************* test drove her vehicle prior to purchase and signed a WE OWE, stating nothing owed. When she reported her fuel pump issue ten days later, we expedited her service visit, replaced the fuel pump, covered the $785 repair cost, granted her an additional fifteen days to make her deferred down payment and moved her first payment to the end of her note.

  
  In less than one month, her vehicle needs another fuel pump due to lack of fuel. Her gas level read zero miles to empty when she returned to our service center August 21st. Our service technician dropped the tank and found no gas in the tank. This caused the replacement fuel pump to fail, requiring it to be replaced again in less than one month.

  
  Regarding **************** new concerns about her back brake light,inside lights, A/C and electrical, we have completed a diagnostic testing and found that the key fob battery was not installed correctly, the A/C blower motor, resistor and blower motor need to be replaced and the brake bulb needs to be replaced.

  
  We spoke with ************** on August 24th, and she agree to a Settlement. We will accept the collateral in full satisfaction of the debt owed.
  
  Respectfully,
  *********************************
  Chief Compliance Officer
  Texas Auto Center LLC
  TAC Acceptance Group LLC

  Customer response

  08/29/2023

  Complaint: 20391757
  
  I am rejecting this response because:
  Due to the customer service of this place this I really think should *********** or shut down
  Regards,
  
  *************************

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2010 ***** equinox from them May 4th on May 20th as I was driving the brakes went out while I was driving. The vehicle was towed and I didnt receive it back until June 1st. I told them about another issue the vehicle was having as was told that the mechanic couldnt get the vehicle to do what I stated was going on and was told I could pick the vehicle up. Once I got off work the next day and paid a Uber to pick my vehicle up I was told they wanted to keep it for a few more days because they think something was going on with the transmission I expressed to them that I had to pay $300 a week to get back and forth to work on top of still having to pay a car note for a car I didnt even have and could not afford to be without a vehicle. June 12th as I was driving the power steering went out and was told that I would have to put the vehicle back in a line to get repaired not knowing when I would receive it back. Ive expressed to them more than once that I am a city bus driver and work crazy hours where a car service is not always available and cannot be without a car and they offer no options for a rental even though they are selling junk cars. No one purchases a car just for it to be in the shop more than they are actually able to drive it. Then states that if I return the vehicle it would be a repo on my credit. They are scamming people and getting away with it I really should have checked these complaints before hand because i never would have purchased a vehicle from them had I known that this is an ongoing issue with the vehicles they sell.

  

  Business response

  06/18/2023

  BBB Complaint Management
  ***************************
  Customer Engagement Specialist
  
  June 18th, 2023

  
  Re:  Complaint ID# ********

  
  Dear BBB:

  
  We received the complaint referenced above for *****************************, dated June 13th, 2023. We are very sorry to learn that she is experiencing mechanical issues with her vehicle. We take her repair concerns very seriously and have conducted a complete and thorough investigation into her concerns and offer her the following response.

  ************** first reported mechanical concerns on May 8th.We offered to expedite her service visit if she dropped her car off with us by 9 AM but she did not bring it in. On May 22nd, she called again and reported issues with the brakes and her car was towed in. A diagnostic testing indicated the power brake booster needed to be replaced. We could not recreate the other issues she reported concerning smoke coming from the interior vents and the car running loud. Repairs were $590.69, including towing. Our Limited Warranty covered part of the repair and we covered the remaining balance.

  
  After picking her car up June 1st, she reached out with the same mechanical concerns, and we provided her with the number of a towing company we work with. We had not heard back from her until we received this complaint. Had she brought her car back we would have put it in with a technician right away. We are very sorry to hear that she is continuing to have concerns and ask that she bring her car in for us to look at.

  
  We notify customers that we do not have loaner vehicles at purchase. We advise them to make other transportation arrangements while their car is in service. We understand that ************** needs her car and will do our best to complete the diagnosis as quickly as possible. Once we have identified the issue, we can discuss how to proceed and work with ************** toward a resolution.

  
  Respectfully,

  
  *********************************

  
  Chief Compliance Officer
  Texas Auto Center LLC
  TAC Acceptance Group LLC

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The *** finance company is constantly saying that I have returned car payments and when checking with my bank I am being told that there are no returned payments on my account I am always given them money and when asked for proof of the returned payments they are not giving me any information but are threatening me to shut off my vehicle if I do not pay and I need my car for work and to take my children to school and this is becoming an ongoing issue and I feel as if I am being taken advantage of and I have no one to advocate for myself except myself and I would like some help on getting this issue resolved the threat unless I give more money is getting ridiculous and also before the vehicle that I have now the first vehicle that I had to return to them they sold to someone else and I was receiving notices from a tow yard saying that I had a car in the storage to be picked up I feel as if they still have that vehicle account under my name and may be confusing the two I am not sure I can never get a answer from them in regards to this situation either I have spoken to the manage **** of the finance department and he is no help either

  Customer response

  05/03/2023

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

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a purchase a dodge journey 2014 back in June and you have Bro down. I already told you five times and you have been in the shop twice in the last time was March 28, ******************************** the shop waiting to be a mechanic to look at it have been over 30 days and I still havent heard a response on whats wrong with the vehicle I feel like they are not being professional and not trying to help me and Im trying to get my vehicle so I can get to work in a vehicle that pay me still being paid and Ive had a credit for it been in the shop for a month so Im trying to figure out how to get help

  

  Business response

  04/25/2023

  BBB Complaint Management
  ***************************
  Customer Engagement Specialist
  
  April 25th, 2023

  
  Re:  Complaint ID# ********

  
  Dear BBB:

  
  We received the complaint referenced above for ***********************************, dated April 24th, 2023. We acknowledge ******************** concerns about service issues. We conducted a thorough investigation into her concerns and offer her the following response.

  
  We are deeply sorry that ****************** experienced service issues with her vehicle and endured longer wait times for her repair. We disagree with some of her account of the events and feel we have done our best to work with her.

  
  ****************** reported mechanical issues twice but did not bring her car in the first time. We serviced her car once and repairs were completed in under **************************************************************************** service.

  
  ****************** purchased a 2014 Journey on July 14th,2022. She reported issues with it starting twice, first on October 5th,2022, and again on April 3rd, 2023. It was towed to us on April 3rd.We advised her that we were experiencing longer wait times on April 3rd,and again on April 10th. Both times, we explained it would be up to three weeks for our technician to complete a diagnostic testing.

  
  The test was completed yesterday and found her battery to be the cause. We value ****************** as our customer, have replaced her battery, covered all repair costs and the tow fee, and let her know her vehicle is ready to be picked up.

  
  Respectfully,

  
  *********************************

  
  Chief Compliance Officer
  Texas Auto Center LLC
  TAC Acceptance Group LLC

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  03/2021 -- over $5,000. Car has been damaged in a hit and run. Left multiple messages with finance office to assist with car being repaired. Only got voicemail and no returned calls.

  

  Business response

  03/28/2023

  BBB Complaint Management
  ***************************
  Customer Engagement Specialist
  
  March 27th, 2023
  Re:  Complaint ID# ********
  Dear BBB:

  
  We received the complaint referenced above for *************************, dated March 23rd, 2023. We acknowledge ************** concerns about her account servicing, and her desired settlement for a correction to her credit report. We conducted a thorough investigation into her concerns and offer her the following response.

  
  We are deeply sorry to learn that ************ is not happy with the account service we provided her. We feel we have done our best to work with her and are unable to ***** her request to correct her credit report. Her account status was reported accurately.  

  
  When ************ purchased her vehicle in March of 2021, she completed an electronically recorded closing and signed and initialed a Motor Vehicle Retail Installment Sales Contract, agreeing to the terms. By signing, she agreed to make her regular payments when due and keep the collateral insured against damage or loss in the amount she owed until she paid everything owed under the Contract. Unfortunately, she has not kept her agreement.

  
  We received notice that ************** insurance policy was canceled on March 8th, 2023. We sent her written notice that a ******************************* Policy (CPI) was purchased to protect our interest in the collateral, as Lien Holder. A policy fee of $60.00 was accessed on March 14th.She has not paid it and payments due in January, February, and March are all past due. As disclosed in our TAC Acceptance Group LLC ********************* Requirements, ************ signed at purchase, failure to provide the necessary coverages may cause the Lien Holder to purchase ******************************* (CPI) to protect the vehicle. You will be responsible for paying the premium for this insurance.

  
  We spoke with ************ on March 9th. She reported that the car was damaged in a hit-and-run. She left a message for our Insurance Specialist who returned her call but could not get hold of her.

  We highly encourage ************ to contact us at ************. Her collateral was repossessed for non-payment on March 21st, at that time it was determined the vehicle suffered damage. Since she did not maintain insurance on the vehicle, we will pursue collateral protection insurance to repair the vehicle and will follow the Uniform Commercial Code in its disposition.

  
  Respectfully,

  
  *********************************

  
  Chief Compliance Officer
  Texas Auto Center LLC
  TAC Acceptance Group LLC

  Customer response

  03/29/2023

  Complaint: 19640369
  
  I am rejecting this response because: The hit and run on the vehicle took place 02/26/23. Since the incident was reported I left numerous messages and have not been reached out to except to see if I still wanted to keep the vehicle ... The vehicle was insured at the time of accident as well as after. They vehicle was just now taken off of insurance 2 weeks ago. No resolution or accommodations have been made to fix the vehicle. On 3/01/23 I made the first of many calls letting them know the car was inoperable & the vehicle would need to be picked up due to that reasoning. At the time in Feb. I was only behind payments for ******* with a none working car.  I reached out numerous times and received voicemail numerous times. There has been no communication since I had reported the vehicle being in a hit & run.
  Regards,
  
  *********************

  

  Business response

  04/03/2023

  BBB Complaint Management
  ***************************
  Customer Engagement Specialist
  
  April 3rd, 2023

  
  Re:  Complaint ID# ********

  
  Dear BBB:

  
  We are sorry to learn ************ rejected our response to her complaint dated March 23rd, 2023. She asked for a correction to her credit report. As we stated in our March 27th response, we are unable to ***** her request. Her account is past due and in default and her vehicle has been repossessed. Her account status was reported accurately to the bureau.

  
  ************ stated that her car was damaged in a hit-and-run on February 26th, 2023. The fact is, her account was 27 days delinquent, with two regular payments past due at that time. We first tried to reach her by email,and mail on February 2nd, and later by phone, email, and mail but had no response until March 9th, twelve days after the car was damaged. She first called at 12:03 PM and said she wanted to return her car. We explained the impact that would have on her credit and our requirement to file a 1099C. She called back at 12:20 PM and reported her car had been damaged in a hit-and-run.

  
  We do not know if ************ filed a police report. On March 8th,we received notice her insurance canceled. After speaking with her on the 9th,we called both insurance companies she had coverage with previously and neither had a claim filed by *************

  
  Her collateral was repossessed for non-payment on March 21st,at that time it was determined the vehicle suffered damage. The repairs needed are estimated to be $2,575.08. We have no knowledge that she has filed a claim with her insurance company but note that we did advise her to do so. We highly encourage ************ to contact *********************, a member of our management team, at ************ as her account status is 62 days past due. Due to ************** heightened complaint, her account is in an escalated status and he will work with her directly.

  
  Respectfully,

  
  *********************************

  
  Chief Compliance Officer
  Texas Auto Center LLC
  TAC Acceptance Group LLC

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