ComplaintsforThird Coast Auto Group LP

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Third coast auto group is about to repo my car. Im on a bi weekly payment schedule i behind one payment because i lost my job, but i told them my wife will come in today the 28th to make the payment which i told them yesterday on the 27th after speaking with a manager and they still say it doesn't matter the car will be repoed if they get to it before she comes in and makes the payment. They also seem like the have some kind of deal with the repo company, the manager told me if picked up then we will allow you to make payments on the repo. Through third coast.

  Business response

  07/26/2024

  Customer today is current. 

  What happens when our bank initiates a repossess order due to non payment, it can't be cancelled until payment is made. Usually customer who get payment in which in this case was understood it would be made the next day and it was.

  But when it's 14 days past due, orders cant be undone unless payment has been made as its takes minimum of 5-7 days before it goes to recovery department and then assigned for repossession.

  We appreciate the customer getting that payment in and in the future contact us to arrange payment before the orders are executed.

  Thank you.

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

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from this dealership on March 17th 2024. I was told I would receive my permanent license plates and registration sticker within five weeks from the purchase date. I called multiple times no answer I left multiple voicemails no answer and here we are as of May 29th ********************************** registration sticker. Nobody will answer at the dealership and they continuously forward me to a voicemail in which the lady never responds or calls back. I called the tax office to find out what the problem was and the lady advised me that the dealership has 30 days from the time of purchase to make the transfer and submit all necessary documents. I explained I bought the car March 17th of 24 and she advised me that this dealership did not apply for the transfer until May 23rd of 2024. This is unacceptable. The representative also advised me that there is a penalty for filing after 30 days from the purchase date and either the dealership is paying a penalty fee for doing so or there's a possibility that there could be some altering of dates by the dealership worst case scenario. Regardless of which it may be I still have no plates nor registration and the dealership fails to even pick up a phone or call back to let me know what is going on. These people are not good people and I definitely do not recommend getting a car from here as you will regret it.

  Business response

  06/21/2024

  We apologize for the delay and yes we have to pay penalty fees and don't like that at all! Lots of times on titles we waiting on documents from who we purchased the vehicles from and rejections happen as well from ** DMV. Again, WE apologize and would like to offer you a ******** change when your car is needing it to be done. Please reach out to me to redeem. Getting customer plates late to customers is not our normal practice. We understand that you picked up your plates on 6/4/24 and If this is not the case please reach out to me at *****************

   

  Thank you 

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

  General Manager 

  Third Coast Auto Group

   

  Customer response

  06/24/2024

  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

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 23rd 2023 I purchased a vehicle from third coast autogroup the *********** location is ******. The process was easy of course. fast forward to my first payment after paying the deferred amounts- my due dates have changed to the week prior that I got paid. I called in to update and was given the run around ultimately I was advised there would be no late fees or repo request up until 5 days past due. I said I could pay within that time and I did until Christmas Day 2023 I was surprised my vehicle was gone. I contacted my ********* and checked tow companies and was notified they could not find my car. I called third coast the day after christmas and was advised ******* told them to pick up my vehicle because it was wrecked and she would not contact me on christmas because it was christmas. I was LIVID to come out on christmas day to no vehicle and all you can say is you didnt want to call because it was christmas. She said well u are 2 days past due but we did not pick it up for that. fast forward I ask for something to show what has taken place she has told me they can not and will not provide anything is writing for anything that has happened, sooo many times they have hung up in my face and disrespected me. I would never recommend this company to anyone, I have been so upset dealing with them and I can never speak to another general manager in regards to what happened. I requested to have this in writing and now they are hanging up in my face and refusing to assist me.

  Business response

  02/05/2024

  All upper management were aware of what had happened. Customer was 2 days past due at that time, but the main reason was vehicle was wrecked not drivable and look to be abandoned. The finance company has the right to protect their asset if they feel its necessary, per the contract!   However once we contacted the customer we had agreed to waive the repo fee and to get ****** back in the car. Customer agreed to make their payment on 12/28/23 of $270.00 and get the car. They never came to pay and nor did they start an insurance claim to have the car repaired. Now the car has been written off due to non payment and no Insurance claim filed by the Ravens. We do not want to have to keep a car or write it off, When customer does not pay the finance company that agreed to loan the money WE have to pay balance due or will longer loan our company money to purchase and finance cars. So approximately $9,000.00 loss to Third Coast because of Non Payment and repair needed to the car. Its a bad thing for both parties but these thing unfortunately happen. 

  Thanks 

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

  General Manager 

  Third Coast Auto Group

• Initial Complaint

  11/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I payed off my car loan on sept 16. I was told in 15 days I would receive my title. I called after 17 business days and then I was told that I needed to wait a week. I called 7 days and they told me that I was supposed to wait 30 business days. So on Oct 27 I called to let them know I still do not have my title. They gave me a tracking number and said it was sent out. Its now nov 1st and I still havent received my title. I uploaded when the last payments cleared my account

  Business response

  11/29/2023

  Please read the USPS  Receipt  says delivered Individual picked up at *********** 11/7/23 at 10:31 am.  This was sent certified mail!

  Customer response

  11/29/2023

  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. Thank you for putting pressure on them to actually resolve the issue 
  
  Regards,
  
  *******************************

• Initial Complaint

  10/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ive been a customer of ********************************************* Autos since 2020 and I have never been treated horribly til now. Im in jeopardy of losing my vehicle due to not getting assistance. I will say ********* has been incredible when I seek her assistance. The reasoning of the late payments my son was in the hospital twice in 2 days due to a concussion he had received during a football game. The hospital bills are outrageous and Im having a hard time taking care of the medical as well as my car. Most dealers/financial institutions work with you when documentation is given. I honestly need to defer a payment instead of post-pone in which they have a repo company looking for the car. When I had requested help from ************ he calls to leave a voicemail telling me in A unprofessional manner that I need to park the vehicle. What happen to customer service?

  Business response

  11/02/2023

  She has made multiple promises to pay and were broken after sending documentation in, ********* and the 2nd document was not provided by the hospital. ******** was never mentioned and were now 16 days past due. ********* has reached out multiple times and no response or returned calls. We take pride in our **************** but also pay attention to details!

  Thanks

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

  General Manager

  Customer response

  11/02/2023

  Complaint: 20801060
  
  I am rejecting this response because: ********* hasnt reached out to me nor have I broken multiple promises to pay.  Yes, we requested the help and as I explained in my letter to *********************** show I reached to speak with my account manager which was extremely disappointing and fruitless.
  
  Regards,
  
  *************************

  Business response

  12/02/2023

   

   

  Here is the last communication from ***** and *******************

  Not sure what else can be done and the account is still past due.

   

  Thanks

  *****

  From: ************************* <***********************>
  Sent: Tuesday, November 21, 2023 2:06 PM
  To: ******************************* <*************************************************************************************>
  Subject: Re: 2016 Acura
  
  Good afternoon *********,
  
  Im not going to be able to pick up my car tomorrow.  It will hopefully be sometime next week.  I will continue to keep you posted. 
  
  I was wondering if I would be able to pay out the repo amount?
  
  ***********************;

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 5th 2023 | bought a pre-owned 2014 Dodge Challenger from Third Coast Auto with a down payment of $3,800. On July 7th I received a check engine light for thermostat needing replacement. I took the vehicle back to my sells guy at third coast auto he gave me a name, address and phone number for their warranty **************** Once I received the vehicle back from Mr ***** on July 10th they told me I had oil in my coolant and that they fixed it by replacing the coolant reservoir. That turned out to be a lie. From July 10th-24th the vehicle has been to the warranty shop for the same issue: oil In the coolant. Through out this timeframe I havent been able to get to work. They replaced my thermostat housing, coolant reservoir, and most recently the oil cooler the issue is still there. On my way back to Third Coast Auto check engine light came on for emissions? On July 25th I got a second mechanic opinion he check the vehicle and said its a head gasket issue.Now I returned the vehicle because I cannot use it or get to work in it. I spoke to the General Manger Miss ******* she gave me two options to get engine swap or swap vehicle they did not have a vehicle that I liked so we went with engine swap. After she told me I wont be dealing with her or anyone in the dealership it will be back to Mr ****** I called Mr ***** the next day he told me that they dont do engine swaps there and that if that was what they were going to do it will have to be with Mr ******** I returned back to the dealership in person I noticed my vehicle wasnt parked where I left for the past few days at the dealership they sent it to a mechanic whose location they wont disclose so I have no idea where the vehicle is. I contacted them today July 29th they said they havent heard from the mechanic and to give them until Friday. I cannot afford to wait another week for them to not fix the issue. I simply just want my down payment back and take my business else where.

  Business response

  08/11/2023

  Thank you for reaching out about the issue. **** *** informed me that we repaired the vehicle under its warranty and customer has the vehicle now. There is concerns of a chargeback of 2 payments past due 12 days that need to be handled very quickly to prevent this to going out for collection from the lender Tru Finance. 

  Thanks

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

  Customer response

  08/14/2023

  Complaint: 20395299
  
  I am rejecting this response because:
  
  I attached a photo of my mechanic (before they took the vehicle) sent me of oil still in the coolant after a month of Third Coast Auto mechanics failing to fix the issue they claim to have fixed under warranty..whatever repair their undisclosed mechanic did to that vehicle caused a P0430 code for catalytic converter CAT converter issues don't only lead to poor engine performance and toxic exhaust gasses, but also complete engine failure which they knew before they sold me the vehicle. They offered to swap the engine and instead which to my knowledge was told to me from ******* instead they took it to a engine repair shop and put it on a machine..so they lied about swapping the engine. The vehicle is a lemon. Theyre not receiving payment from me again. My Lawyer has all my documentations to handle anything else they will do. 

• Initial Complaint

  03/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Unauthorized altering of a legal contract. They changed the payment date without informing me until my vehicle was repoed for a missed payment I was unaware of and not stated in my copy of the contract. Even when informing them of this and showing the contract written out by them they refused to rectify their actions or give me a copy of the altered contract. Not to mention the $500 repo fee I had to pay the $150 from missing and leaving work early or the $70 for a Uber to my vehicle that was illegally repossessed.

  Business response

  03/27/2023

  Thank you for reaching out to us.  After review of the account there were no changes or amendments to the original contract of 11/16/22. Customer agreed and signed per the contract to make 2 payment deferrals of $350.00 each (1) Due 11/18/22 and the (2) due on 12/30/22 as customer did not have the down payment required at time of contacting so the bank allowed this deferral for them take car home that day! The car was reposed for the deferral payments not being made. The bank has no grace ****** on deferred payments as it was a condition of the loan approval. The bank will not modify a contract unless customer request it with the reason and requires review for an approval. I would ask customer to review current contact and follow the dates that are on it, if there are issues with making these payment to contact their account manager to see if there any assistance they could provide but NOT always a guarantee based on each situation, would  need to send to the bank for review as well. Customer should reach out to account manger quickly as this account currently 3 days past due to prevent this from happening again!  There would be no refund in this situation as their requesting because this is what's owed per the contract.

   Thank you for giving us the opportunity to respond to this complaint, as we have been in business taking care of customers for 30 years!  Please let us know if you need any additional feedback.

  Customer response

  03/28/2023

  Complaint: 19846419
  
  I am rejecting this response because: that is not what I was referring to Im talking about third coast claiming I had a payment on December 2 2022 when the contract that I was given does not list that date. I was uninformed on the matter until December 14 when I got a call at work I dont car was raped for one late payment that wasnt in the original and only copy of the contract I have. The company refuse to give me an updated o e just like they refused to inform me the contract was altered. And since I have never seen let alone sign the contract they are going by now for our agreement it is not legally binding. 
  
  Regards,
  
  ********************** to mention the emotional distress I went though on December 14 when I was getting the truck back while trying to get home before my daughters birthday was over.

  Business response

  06/06/2023

  Here is her contract for the vehicle. She was repoed on the 14th of December and paid the same day. Her due date was for a deferral payment due on 11/18/23 as per the contract. 

  I

• Initial Complaint

  02/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  First issue I have my car got repo for only 28 pass though.....Not 2 months or three months behind on 28 days pass though... Second the company like and said my car was at a tow yard in ****** and I had a tow truck free ok . So I went to the dealership and my car was park in the back of the dealership...But the lady on the phone who handles my contact with my car told me my car was in a inpound after I paid ****** for my car note and a ****** tow free...And my car was never in the pound .. *********** towes it to the dealership so why I should have a tow free or like she said I have to pay the tow truck company...stole 500$ from me for a fake tow free...The lady s who answered the phone when you call up there they are very aggressive discussing your car payment without your agent telling customers if they don't pay their car note or else they going to tow and just threaten them completely about forcefully that you have to make your payment and not trying to help you not connecting your car with the agents trying to handle the call by their selves and they are not certified to discuss your account.Can I please get the better business beau To look over my car contact about repo and fees ...and the disrespect that the employees give to the customer when the customer call in to discuss their car payment please help as soon as possible

  Business response

  03/01/2023

  Customer at the time was per contract 29 days past due. Since customer has picked uo vehicle and is currently 6 days past due and a promise to pay her account on the 4th.

  We do not want to pick up a customers car for non payment, but the payment is due on day of the contract and there is no grace ******* We will work with customer within reason, customer must visit with acoount Managers to work that out.

  Please let me know if there's anything else I can answer.

  Sincerely 

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

  General Manager 

   

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ive called several times trying to get insurance added to my account, yet they still charge me an extra $50 every 2 weeks. Ive been doing this for months and its taking a major toll on my living situation. No matter what *** tried they dont budge. Im getting charged an extra fee for not having insurance when I in fact do. The 24% APR was bad enough.

  Business response

  03/28/2023

  Thank you for sending this complaint to us. All of the banks accounts must have *********************** in place and understand the customer has insurance and all they need is to bring in the declaration page from their insurance company and if the vehicle was covered they will ask for a credit and will be granted for the months that were shown covered on that page. Pretty Standard for all bank to have a forced place insurance if they show none in place to protect the bank as well as the consumer in case of accident.

  Please let us know if we can answer any other questions.

  Thanks

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

  Customer response

  04/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************************

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchase a vehicle from Third Coast auto. They did in house financing, the total of the loan itself including my down payments and biweekly payments after term will be about ******. The offered an in house warranty with the purchase. I made this purchase back in July. 6 months ***** miles. I began to have some check engine lights and overheating so I requested some service help it being within warranty range and the requirements of the contract. There was mid communication for what the warranty included as one rep told me one thing and another told me another. I kept the vehicle parked until I could get it to the appointment as I understand continuing to drive it could damage it. After I finally got the vehicle in the shops partner through third coast (srt8 automotive) It stayed in shop for 3 weeks, the work they did was admitted to attempt to fix the problem but if it was the engine it would need to be replaced. In house financing offered to aid with repairs paying half upfront and the rest is financed onto the biweekly payments. The repairs were 1400$. They set up without my knowledge weekly demands for repayment. After I gained the vehicle back. When I picked up my c at I was still getting flags and they told me to continue to drive it its probably ghost codes here I am 4 months after purchase. And 1 month after service, my vehicle is completely stalled out, all my engine lights and transmission codes are coming through. And Im left without a vehicle or any attempt to ease my trouble or circumstances and avoidance of my calls and communications to service department. ****************** refuses to fix the modification to my payments, and the sales department refuses to get involved with a temporary loaner vehicle. I was convinced I was purchasing reliable transportation. And have out thousands into this company already. I feel taken advantage of as a consume and believe there could be some sexist bias in my opinion and efforts to manage this situation.

  Business response

  03/28/2023

  We dont offer a 6mo 6k mile powertrain warranty, Its included on all cars from Third Coast Auto Group. The issue was she was out of warranty and the warranty company denied the claim. We assisted her with the repair on a side note and was incorrectly entered for a weekly payment not Bi weekly for the side note for repairs that were done per the customer. All of this has been worked out with the customer and shouldnt be any issues that we know of today.

  Thanks

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

  General Manager

  Third Coast Auto Group

  Customer response

  04/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

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