Complaints

This profile includes complaints for Texas Auto Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Texas Auto Center

  2701 North Interstate 35 Frontage Road San Marcos, TX 78666

• 

  Texas Auto Center

  6809 S Ih 35 Austin, TX 78744-4815

• 

  Texas Auto Center

  9008 United Dr. Austin, TX 78758

• 

  Texas Auto Center

  2701 S Interstate 35 San Marcos, TX 78666-5928

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:10/02/2023

  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 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

  Date: 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

  Date:09/19/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:07/31/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:06/13/2023

  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 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

  Date: 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

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 *** 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 Answer

  Date: 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

  Date:04/24/2023

  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 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

  Date: 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

  Date:03/23/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

• Initial Complaint

  Date:03/23/2023

  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.

  On March 19, ************************************************************************************* TAC will purchase single interest insurance coverage and charge its cost to my loan. *** contacted the office multiple times due to my vehicle being disabled because my full coverage insurance is month to month (never lapse) but TAC tried to say I must have a 6 month policy and I signed this in my lease. I reviewed my lease and no where does it state I must have a 6 month insurance policy. Ive paid my car note on time 15th of the month and walked outside to my vehicle being disabled. This company is fraudulent and has inconvenience me multiple times. Today, I looked at my contract and instead of it being two and a half year note as the salesman stated its 3.5years. I want out of this vehicle and the contract.

  Business Response

  Date: 03/27/2023

  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, contract term, and her desired settlement for a billing adjustment. 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 servicing we have provided and is unhappy with the term of her Contract. When she financed her vehicle with us 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. We cannot ***** her request for a billing adjustment because there is no adjustment owed.

  
  ********************** purchased her car over two years ago. This is the first that we are aware of her concern about the term of her Contract. She initialed and signed agreeing to 42 monthly payments. Each page of the Contract was explained, and she was advised to read through the Contract carefully so that she understood what she was agreeing to when she signed it. She was also advised to take as much time as she needed and to let us know if she was unaware of any of the information before she signed it.  

  
  We went over our insurance requirements at purchase and provided them to ********************** in writing. She acknowledged and agreed to our requirements when she signed and initialed her Retail Installment Contract, and our TAC Acceptance Group LLC ********************* Requirements. The Contract states, I must keep the collateral insured against damage or loss in the amount I owe, on page three under PROPERTY INSURANCE.

  
  ********************** changed her policy from six months to month-to-month shortly after purchase. After receiving seven notices of default from September 2021 to September 2022, we told her we would no longer accept a month-to-month policy. She agreed to change to a six-month policy in October 2022 but spoke with our manager, who made an exception and *****ed her request to continue to accept a month-to-month policy. We have honored our agreement.

  
  ************************ policy expires on the 19th of every month. She sends her renewal on the 20th or 21st so there is a lapse. Letters of collateral protection insurance are automatically generated for accounts with expired coverage with no renewal on file. As noted on the last bullet point under, Requirements on our TAC Acceptance Group LLC ********************* Requirements, failure to provide the necessary coverages may cause the lien holder to purchase ******************************* to protect the vehicle. You will be responsible for paying the premium for this insurance.

  
  We value ********************** as our customer and have done our best to work with her. We accepted her month-to-month policy initially and agreed to continue to accept it despite numerous notices of cancellation. To avoid receiving automated CPI letters, we recommend that she provide us with her Declaration renewal on or before her policy expiration date.
  
  Respectfully,

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

  
  Chief Compliance Officer
  Texas Auto Center LLC
  TAC Acceptance Group LLC

  Customer Answer

  Date: 04/03/2023

  Complaint: 19638091
  
  I am rejecting this response because: I proved to Texas Auto no where on my contract does it show I must have a 6 month policy. I've submitted my insurance every month by the expiration date except when the policy end date falls on a Sunday. The company has never lapsed my insurance. This company continues to come up with their own rules to add to the contract so, I see no where on the contract that it was going to be a 3years and 6 months. I was told by dealership and financial guy as long as my payments were monthly I would be done in 2years and 6 months. I will be trading this vehicle in and take my losses. I will definitely inform others not to do business with this company. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:02/27/2023

  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.

  They turned vehicle off , which caused damage to my battery, which car was starting and driving perfect. Texas Auto will not take accountability for their action in causing this inconvenience. I have to purchase a new battery out of pocket.

  Business Response

  Date: 03/10/2023

  BBB Complaint Management
  ***************************
  Customer Engagement Specialist
  
  March 4th, 2023

  
  Re:  Complaint ID# ********

  
  Dear BBB:

  
  We received the complaint referenced above for ***************************, dated February 27th, 2023. We acknowledge Ms. ******* concerns about her battery function, and collection activities and practices. We conducted a thorough investigation into her concerns and offer her the following response.

  
  We are deeply sorry to hear that **************** experienced issues with her car battery. We spoke with her on February 27th, she reported an issue with her battery and felt the GPS/Starter Interrupt Device had drained her battery. As we explained to her, the Device does not drain a battery,but she insisted otherwise.

  
  A battery will generally last three to five years. *************** purchased her ***** Civic over three years ago and we have no record of the battery being replaced until now. A battery life span differs heavily depending on weather conditions, type of battery, battery size, and driving habits. Things like electrical devices, lights left running, a defective charging system or alternator, and extreme weather can all drain a battery.

  
  **************** believes that a GPS/Starter Interrupt Device drained her battery. We install a Device in all finance vehicles as a term of financing. We disclose this to all buyers via signage in sales offices and a welcome video and written Disclosure at purchase. **************** initialed and signed a PASSTIME SYSTEM DISCLOSURE STATEMENT AND AGREEMENT FOR INSTALLATION, agreeing to the terms when she bought her car on February 29th, 2020. The Device was installed over three years ago and we have no record of her reporting this concern until now.

  
  We value **************** as our customer and have a history of working with her. More than forty payment arrangements have been granted over the life of her account. Communication is key. If **************** needs assistance with her payments, we highly encourage her to reach out to us either before or on the due date to make payment arrangements.

  
  Respectfully,

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

  
  Chief Compliance Officer
  Texas Auto Center LLC
  TAC Acceptance Group LLC

• Initial Complaint

  Date:02/24/2023

  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.

  Over the past few months I have changed my insurance company. My new policy with progressive insurance requires me to have exclusions on my policy for my 16yo stepdaughter. *** says that I cannot have exclusions on my policy and refuses my insurance coverage. Due to this issue they use a kill switch on my car so no one can drive the car, this lead to me loosing hours of work causing my car to be repossessed, conveniently a year be it was paid off.

  Business Response

  Date: 03/07/2023

  BBB Complaint Management
  ***************************
  Customer Engagement Specialist
  
  March 1st, 2023

  
  Re:  Complaint ID# ********

  
  Dear BBB:

  
  We received the complaint referenced above for *****************************, dated February 24th, 2023. We acknowledge Mr. ******* concerns about an auto insurance policy exclusion, collection activities and practices and his desired settlement for a refund. We conducted a thorough investigation into his concerns and offer him the following response.

  
  We are deeply sorry to hear that **************** is not happy with his account service experience. In his complaint, he said the disabling of his vehicle for an insurance exclusion resulted in repossession. While we empathize with ****************, we disagree with his conclusion. We did our best to work with him. We granted payment arrangements for the two payments scheduled just after his insurance policy expired. His account became delinquent when he failed to make his regular payments as scheduled in January and February. His account is in default due to nonpayment and as a result, the collateral was repossessed.

  
  Mr. ******* car insurance policy expired on December 22nd,2022. The new policy he provided for period of January 5th to July 5th,does not meet our Lien Holder requirements that he signed agreeing to when he bought his car in ******************************************************** his household. Per our ********************* requirements, **************** signed, no excluded Drivers including in home Drivers can be excluded from the policy. We explained this to **************** as well as the co-buyer however, the exclusion remains on the policy and therefore, we cannot accept the insurance.

  
  **************** signed a Motor Vehicle Retail Installment Sales Contract when he bought his car. Page two explains our, Property Insurancerequirement. When he signed and initialed the Contract, he agree to keep the collateral insured against damage or loss in the amount he owes until he pays all that is owed under the contract. Furthermore, page three states that he will be in default if he does, not pay any amount when it is due.  **************** had a regular payment due January 20th, followed by two more due February 3rd and 17th.Those payments are past due. We tried to reach him by phone and email January 24th, 31st, February 6th, 13th and 20th but did not make contact until February 23rd. At that time, **************** communicated that he was not interested in keeping the car.

  
  We value **************** as our customer. We have a history of working with him and granted 27 payment arrangements over the time he has owned his car. We want to continue working with him however, we are not able to accept his insurance policy with the excluded driver. We strongly encourage him to reach out to us at ************.

  
  Respectfully,

  
  *********************************
  Chief Compliance Officer