ComplaintsforAbilene Used Car Sales

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  02/28/2023

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

• Initial Complaint

  12/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

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

  

  Business response

  12/06/2022

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

• Initial Complaint

  03/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have had my current vehicle for a year now with this company. This by far is the worse company I have ever done any business with. The staff is horrible and never willing to work with you on any situation you have with them. The first incident that I had with them was signing my contract with them. I came in with a down payment and they said they could get me into a vehicle with the amount that I had. I even told them from the beginning that I was the one who would be on the contract and I would not have co-signer. They added my husband to the account and made him the co-signer. I asked them to remove him and they said the only way they could do that is if I refinanced my vehicle. I don't have good credit to that and that was why I was coming to them to get a vehicle. They said sorry we can't help you. Then when I went to have my insurance switched over to the new vehicle they said that I would need my insurance plus their "in house insurance" to keep my truck because my husband (who I didn't want on my contract to begin with) didn't have a license and would need some kind of insurance in order for us to keep the truck. So not only am I paying $510 a month for a car payment, I have to pay $90 a month for my insurance on top of $135 a month for their "in house insurance". Which I found out by the way only covers the truck, not actual insurance when you get pulled over. I had another run in with payment center when I was $1 short on my payment months later. I had never been late on any payment and simple forgot to put an extra dollar in the envelope, They called me for 4 days straight, 3 times a day, asking for a dollar. Threatening to repo my truck if I didn't come in with it. I asked if they could just add to my next payment to save me gas of driving across town to drop off a dollar. They told me they couldn't do it and repeatedly sent threatening texts until I went in to pay the dollar owed. I have many more incidents to report but not enough space.

  

  Business response

  05/18/2022

  Business Response /* (1000, 5, 2022/04/05) */ Contact Name and Title: ***** ******* Contact Phone: XXX-XXX-XXXX Contact Email: ********@aucs1.com Abilene Used Car Sales would never do anything to deceive a customer or force a customer into a contract that was not agreed to by bother parties. At the time of purchase, both the customer and her husband signed all documents required at the same time. So we do not understand how she was not aware of this. Once a purchase is made and a contract is signed, it cannot be altered for any reason such as to remove one of the buyers. That is just our policy. We do require full coverage insurance on every vehicle purchased. In the situation were full coverage insurance is too expensive for the customer, we offer Collateral Protection Insurance that will cover the vehicle being financed. With the Collateral Protection Insurance, both the buyer and her husband are covered to drive the truck even though he does not have a license. The customer would then only need to add liability coverage to the vehicle. Both customers signed documents at the time of purchase that explained this. In many situations this is a much more affordable option for the customer. But, it is NEVER required that they purchase the Collateral Protection Insurance, just as long as their full coverage insurance meets our requirements. As for the payment, there have been prior situations were a cash payment was dropped in our drop box but the amount in the envelope was less that the amount written on the envelope. In telling this to the customer's husband, he got upset and thought we were lying to him. So we asked that moving forward only money orders or cashier checks be put into our drop box if they do not want to pay over the phone with a debit card. Then on 3/30/22, the customer made her Collateral Protection Payment and it was $8 short. We contacted the customer to inform her that because this is insurance we do need it paid in full so that the vehicle has coverage. Repossession was never threatened to her. Her response was that she will have the $8 to us by the end of the day and she did do so. At this point we are not sure what the customers desired resolution is. Consumer Response /* (3000, 8, 2022/04/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) We also had an issue with getting an insurance check signed to be cashed by the company who is willing to do our repair on our truck. When we went up there to get it signed the guy working was very rude right off the bat. He said "we're not signing this truck until the job is done!" In doing so we still have not got oyr repair done because no one is willing to do so until the check is signed by both parties. We tried calling th company doing the repairs when in front of the employee to prove to him that we aren't lying and he still would not sign the check. It's very frustrating trying to find a shop that is willing to the work before being paid. My issue with making payments is that I get multiple texts messages when the company knows that I work until 5 through the week and can't make it in any sooner. They also send messages saying "we have tried multiple times to get in contact and haven't been able to reach you". When I just spoke to them on my lunch break and told them I would be in when I get off work. So they did get in contact with me and I actually spoke to someone. I'm really tired of doing business with this company if I could I would turn my vehicle if it wouldn't go against my credit. I work really hard to make sure all my payments are on time and it just upsets me that I get treated like **** no matter what the circumstances are. Business Response /* (4000, 10, 2022/04/06) */ At this point we are still unsure of the customers desired resolution. We do our best to ensure all of our customers have a great experience with us but we also believe it is only fair to have policies in place that apply to all customers, regarding both payments and repairs. Signing an insurance check for repairs that have yet to be completed is to protect both the customer and the company. We pleaded with the customer and her husband to try and understand why that is our policy. I also offered to speak to the body shop while the customer was in our showroom. We will not make an exception to that policy just because the body shop wants paid first. The customer can choose a different body shop or we can recommend other well known body shops to them that do not expect to be paid before work is completed so that they may get their truck fixed and we can move on from this. Consumer Response /* (4200, 12, 2022/04/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I just want for this company to have more respect for their customers, especially ones that work very hard to keep a good record with them. I can call up there and be treated like **** for just asking a question. That is why I am making this complaint...so that others know what they will be dealing with if they choose to conduct business with them. As you can by the responses from this company it's the same guy that we speak to when we have a problem amd he is very rude and quick to have smart remarks back to you when you are expressing your concerns. As far as the repairs go...I picked the repair shop for a reason. I have known them for many years and only trust them do the work on my vehicle. That's the company I want and honestly they way Abilene Used Cars does business I wouldn't trust anyone they recommend to do my repairs. I've seen plenty of reviews from previous customers.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Terrible experience with them. Day one I drive it off the lot the engine overheated. They took over a week to fix and a couple of months later the exact same thing happened. The engine overheated. They were not wanting to fix it without charging me when it was the exact same reason that happened on day one. The man that works on the repair shop was extremely rude when I told him it wasn't on me that the engine overheated once again. If it was fixed probably the first time it wouldn't have happened again. There has been some kind of leak after day one I have told them about and it was never fixed. Come about a month after it was "fixed" for the second time it started running severely rough and now will not start. I have had nothing but issues with this car from the day I drove it off the lot. We just got a call from the the mechanic shop. We are told it will be over $400 to fix a leaking gasket. Which has been leaking the first time the car severely over heated and they were told about it. Which an engine severely overheating not once but TWO time can cause it to happen or the bolts being over tightened. So I just want to know how it is our responsibility to pay for any of it when it was there screw up to begin with for half *** fixing something. Just ridiculous to be honest.

  

  Business response

  03/07/2022

  Business Response /* (1000, 6, 2022/03/07) */ It is very unfortunate that the customer has had issues with the vehicle they have financed with us. We do our best to ensure every vehicle we sell is as reliable as possible. I understand you have had issues with the Durango and even though these issues have all been fixed at no charge to you, it is still an inconvenience and not the experience we strive to give our customers. I hope we can get this resolved quickly and get yall back into your Durango. The issue right now is a leaking valve cover on the drive side. This is not correlated with any work we have done prior as there was never a need to remove the valve covers. The prior repairs only required removal of the intake cover, not valve covers. However, to help satisfy the situation we will be repairing the valve cover leak along with spark plugs, at no charge to the customer. They have been customers of ours for a few years now and we want to keep them as customers. We hope this effort will satisfy them in this situation.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an only primary truck from this car lot. I payed my down payment of $500. With in 2 days it started having issues. Check eng light came on. Was told sales manager would be told. Next day no word about problem just hounding me about insurance deductible not being $500 when I had it at a $1000 because that's the monthly I could afford. I told ***** it was misfire. Again he would let manager know. Then truck cut off at Walmart. I notified ****** Again he will tell manager. Next day he calls only asking about deferred payment of $150. No mention of truck issues. Then heater goes out during snow storm. Again will let manager know. They wanted me to bring it in. I said I would need a loaner as this was my only transportation to work and I don't really know anyone here to help me. I was told they didn't do loaners that they needed truck. I told them I had no way to get it there then get home I needed a loaner. The truck began ticking like exhaust leak. It was a lifter. Oil was low as I checked and there was white milk substance on oil cap. So blown head gasket bad. I told him it needed to be towed in. ***** the sales manager told me it wouldn't cost me anything and he was trying to help me but couldn't get a loaner car. He refused to give me contact of higher ups. He ignored my issue getting to and from work. He asked if truck was drivable. I said no you will warp heads. I'm under impression they are bringing record for it ***** never responded and next morning they replied truck drove it at irate speed out of here knowing Condition of truck. They want me to pay a 300+ repo fee and the 150 or 170 deferred payment. Before I can get truck. I don't feel truck is safe or fixed properly do to how they took off out of here. They didn't care. They wouldn't let me make payments on fee left me truckless to get to work. Would not refund my deposit and want to mark my credit. I told them sense they couldn't put me in a car I had to rent. Then they started with lies.

  

  Business response

  05/18/2022

  Business Response /* (1000, 5, 2022/02/16) */ Abilene Used Car Sales makes vehicle quality and reliability a very important aspect of our business. While these are used vehicles that can have an issue at any point and time, we still do our very best to ensure each vehicle we sell is as mechanically sound as possible through our service and diagnostic process. In situations such as with this customer, when a mechanical issue does arise, we make it a priority to get the vehicle fixed and back to the customer as quickly as possible. This point was stressed to this customer via a phone call and through text message. It was stressed to him that while we cannot provide a loaner vehicle to him, we do have the capability to fix his truck for him and due to how recently he had purchased, it would be done so for FREE. All we needed was the truck brought to us. This customer refused to do that because it would leave him without a vehicle and while we understand the inconvenience this causes, it was the best that we could do to remedy the situation. Even though this customer was telling us the vehicle was not drivable, he was still driving the truck. So, we felt the ability to bring the vehicle to our shop was there for him. We believe at this point the best thing is to refund the customer his down payment and remove the loan from showing on his credit report. Consumer Response /* (3000, 8, 2022/02/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) They do not sale quality vehicles. I'm in contact with prior owners who bought the truck several months before me.I was told they had the same problems with the truck. They too went back and forth with company. And company reposed the truck from them too because problem was not fixed. I too have text and no one has recorded phone calls. I was in contact daily. I was led to believe vehicle was being picked up to be fixed because of recent head gasket being blown. And should not be driven! Dealer ship knowing this showed up and spread off in truck irraticly, with a known blown head gasket. I was told we will see what we can do they said they will fix no cost to me but it cost me missing work which was money out of my pocket. They wasted my time which is also money. This truck had already been to their mechanics prior to me buying. No one told me to bring it in until the end. It was several days of things going wrong. This company is know lying trying to paint a pretty picture but as I know and from what prior owners tell me they were took for $2000 dollars I was taken for $500 so let's see the mechanic reports on that truck and let's see the ownership records. Because that's what's on the way to me. All records not just the ones the dealership wants to show.i was told the first few days over phone call that manager would be notified about light. That wasn't done. Then I was told my insurance deductible was to high which is rediculous. I notified truck cut off again I was told manager would be notified. I get a call back day or two later. My deferred payment was needed. Still no word about what manager said. Then exhaust leak happens. Can you get it in they ask. We will make it right it won't cost you they say. I need truck so I can see what we can do for you can truck be driven. Is what I was told and asked. I said know because of antifreeze in oil I also advised ask your mechanics they will tell you. Manager never called back never said a word. I heard truck start up outside my house I go out there to give keys and to get my stuff out. I never once threatened them I never hid truck they knew my situation acted like family to take advantage of me. Business Response /* (4000, 11, 2022/02/18) */ All communication with the customer has been through the BBB process since being notified of the complaint. We have no idea who he is referring to in regards to prior owners. This truck has never been sold by Abilene Used Car Sales before. It is a 1 owner truck and has not been registered to any individual since Dec 2002 when the original owner purchased the vehicle. We also would not have sold this truck and put a warranty on it knowing it had any current problems. Lengthy text message conversations were had between our company and the customer days prior to the vehicle being picked up from his home. He was informed in these text message conversations of who he needed to call to discuss both his payment and repair concerns. As mentioned in our prior response, we are willing to give the customer his desired resolution and refund him his down payment and remove it from his credit report. Will this satisfy the customer?

*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. ↩