Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was involved in a wreck where I was not responsible. The other driver insurance company paid over ****** for the vehicle. Deeming the 2023 altima a total loss. ************* from cpi through chacon autos covered the rest. I spoke with several employees to confirm process and was informed pay the deductible and I would be able to get another car. When I arrived the head car sales man informed me I would need a cosigner. Never put into the system that I was paying a deductible. Continuously communicated with the underwriter stating I was paying a 500 down payment rather than deductible. He then stated since my income changed I would need to pay 1000 and I would be able to get a car. The salesman came across as a scammer who was not willing to take the deductible if he was not being paid. He ran my credit again in ******** and I just got the car October 2024. He refused to honor their process for deductible and insisted I put a down payment rather than the deductible. The ********* location did not honor the wreck paid off car policy. Due to the sales boy seeking financial gain for self.

  Business response

  01/27/2025

  We are aware of a third party claim concerning Ms. ******* vehicle. We are currently waiting for payment. GAP coverage will cover the remaining balance. A deductible is not applicable on a third party claim, nor a GAP claim. Underwriting received an application recently concerning Ms. ******* Upon review, it was noticed our customer is no longer employed and thus, was not approved for a new car loan. Ms. ****** is welcome to re-apply when she has gainful employment. 

• Initial Complaint

  12/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Oct 26th, I was involved in an accident. Things seemed to be fine before my blood pressure spiked sending me back to the hospital. Doctors suggested putting me into a medically induced coma until things settled as I was at risk for a stroke. I also was pregnant not to my knowledge. I was finally able to speak on my own again Nov 29th and was released with very strict instruction on Dec 6th. Within this time I fell greatly behind on my car payment which caused my vehicle to be repossessed. My twin sister was advised that Chacon needed to reach me, unfortunately I was unable to speak for myself at this time but they could not give her any information on my account. As of Dec 9th, I was advised the best they could do to return my vehicle would be for me to pay $1500, which I do not have as I have been out of work for a month now. I really need help figuring this out, while my account is fairly new; I would have never stopped making my payments has I been able. I really need help getting back on my feet and it doesnt seem like someone is willing to look at my situation and help me. I almost died and now I have to pick my life back up and I will be homeless if I pay all this money. Please help me start over

  Business response

  12/13/2024

  Chacon Autos reviews every account situation in detail, and the decision was made to allow our customer to redeem the vehicle with just over half of the past due amount. We offered to make arrangements on the remaining balance due. This is a new account. One payment was made prior to the repossession. If Ms. ***** is able to make the payments, we would love for her to redeem the vehicle and continue paying on the account.

• Initial Complaint

  11/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We always do business with this dealership and we never have problems with vehicles at all until this time. We purchased a Chevrolet Trax on 11/14/2024 we went to visit family members and do errands and not even 10 hrs we got this vehicle the service engine light came on so I took it to AutoZone and 3 parts came on anyways Im really disappointed at chacon they always have good vehicles that why we always go here because everyone is friendly and they help you out but now my question is do I gonna have more mechanical issues with this vehicle? Do I gonna get my money back? yall gonna trade me for another vehicle? because I wont be wasting my money on a vehicle that gonna brake down in the future.

  Business response

  11/17/2024

  As a goodwill gesture, we have placed Ms. ****** into another vehicle. She communicated that she was satisfied with this solution. 

  Customer response

  11/17/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a 2018 *** I fell behind on my biweekly payments and the car was picked up on 7/01/24 . Prior to this in November 2023 the car was broken into at which time I had to pay a $500 deductible for repairs. On 7/26/24 I agreed to pay $900 and also do a rewrite on the loan as well. I was doing the rewrite because I had a biweekly payment of $350 that I fell behind on and couldnt quite catch up because the next one would be due. I asked if they could put the payments on the back end of the loan so that I could start fresh but instead they decided a rewrite was best. On 7/26/24 I spoke with ***** who initiated the rewrite for $820 a month. How is that going to help me I asked? Is there anything I could do because thats a lot? He said no due to the amount I was paying and what I was behind. I did in fact take the car I mean I just gave up $900 so I had no choice. When I drove off on 7/26/24 I only made it to the gas station near my home. Once I turned the car off, it never started back. I called ***** at Chacon and he told me its the battery and that they shouldve changed it but he thought it would be ok since he did in fact jump it off before giving it back to me. I didnt have extra money so the car sat until 08/16/24 when I was able to get a new battery. Once I got the battery the car drove only until 8/30. The car shut off due to now needing an alternator. The car then sat at my job until it was picked up around 9/21 or so to be fixed and as of today 10/22/24 the car is still at Chacon. Yes I can pay the $459 repair but to pay $820 car note that Im behind on again and havent even had the car, I cant. That amount is only setting me up for failure. Im asking for a fair monthly payment of $500 for a 2018 *** (that is prone to being burglarized just for being a ***) so that I can comfortably keep the car and make on time payments. Yes chacon worked with me on being behind. But the car sitting at the dealership doesnt help either party. Please help me!

  Business response

  10/23/2024

  Chacon Autos has worked extensively with Ms. ***** to help get the account current. We have made numerous payment arrangements with her. In July, we agreed to rewrite the account which provided a fresh start. As of today, no payments have been applied to Ms. ******* account. ******************** loans will average a term of about 4 years. A term of nearly 8 years would be required to lower the payment as much as our customer would like, due to the amount past due. Both the factory warranty and the Chacon warranty have expired, so maintenance costs are no longer covered on this vehicle. If Ms. ***** would like to redeem the vehicle, we would love to keep her as a customer provided she has the ability to make the payments.

  Customer response

  10/25/2024

  Hello again,

  I do agree that Chacon has attempted to work with me on bringing my account back current and I am appreciative of that. However, how does a payment of $820 help me in any capacity? That payment amount is a complete set up for failure. I have not made a payment since the rewrite in July which is mostly because the car hasn't been running since then. As well as having to pay for other forms of transportation. However, I agreed to the rewrite unknowing of what the amount would be until at the office with ***** (the same guy who knowingly allowed me to take the car knowing it wasn't running properly and that it had to be jumped off to start and would later cause more problems). It wasn't until my $900 was paid that I was told what the new amount would be and I disagreed then but had no choice.  $820 is payment for a Benz or something luxurious not for a 2018 Kia ******* I understand that a payment of $500 would be too long of a term as well.  With that being said can my payments be put back to the $300 something bi-weekly that it was prior to the rewrite, which is what I originally asked for? To simply have the past due amount put on the back end of the loan to allow me to catch up and stay current on the payments.
  

  Customer response

  11/07/2024

  Chacon Autos have not made good faith attempt on a resolution. Changing a payment from $600 to $820 is not a good effort. My apologies to you (BBB) for disagreeing but please take the time to really consider and look at this situation. Please understand under no circumstances do I believe it is fair to change someone's payment from less to more with the assumption that that is a good idea. I kindly ask that Chacon either change the payments back to the original payment which again is what I asked for and NOT this monthly payment of $820 that they know themselves the car isn't worth. If Chacon is not willing to change the payments back to the original amount, I ask that Chacon settle my account with them all together and I can go my separate ways from them?

  Business response

  11/20/2024

  Having no response from our customer, the account was closed earlier this month. Ms. ***** is welcome to apply for another vehicle in the future, should her financial situation change. 

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2021 Kia ******** in December of 2023 and here its been 9 months since I had this car. I am now having problems with the fuel pump. As I was driving home from work on 10/14/24 around 6:23pm my whole car shut off as i was driving , so I had to pull over while other cars where driving and as i pulled over whole car is off so I turned the key off and waited like 2mins to see if it will crank back up which it did and i went straight home and begin to ****** to see what the problem could be and its saying I need a fuel pump are something so i look up what will your car do if you need a fuel pump and that's exactly what my car was doing ....Here i am trying to figure out how I'm going to pay for all this which i feel i just recently got this car it hasn't been a year since I had it...My money is funny because i I'm paying the car note of $433.00 for a car to just mess up on me this early..I just want to know how can Chacon Autos on ***************************** where I purchased the car can help m.... I'm really upset because the sales guy made it seem like it was a good running car

  Business response

  10/20/2024

  This is the first we heard about any mechanical issues. After this complaint was filed, we reached out to our customer and informed her there is still factory warranty covering the vehicle. We encourage our customer to reach out to our ****************** if there are any mechanical issues during the time the vehicle is being financed. 

• Initial Complaint

  08/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  These people are constantly trying to rip me off. I signed a contract stating if I dont have insurance on a vehicle then they will add ***. I have had insurance this whole time but for the past month or two they have been adding the *** every two weeks which I have to call to have it remove despite me sending the declaration page 4 times already to their insurance department. The last time I made a payment I was informed that the insurance was only extended for 2 weeks which doesnt make any sense considering I sent in a 6 month policy. I have spoken with 6 different employees including emailing one over the time period and they cant explain why the *** keeps getting added. If this keeps happening I will personally deliver this vehicle back to you because I shouldnt have to call every 2 weeks to have the fee removed.

  Business response

  09/04/2024

  Chacon Autos places CPI automatically, when we have not received an acceptable declarations page. A temporarily placement is provided when we receive proof of insurance from a customer. In the meantime, the company will underwrite the policy and a declarations page is sent to the lien holder. In this case, we have yet to receive a declaration page from the insurance company. A temporary hold will continue to be placed, as long as coverage is provided by the customer. We suggest that our customer contact her insurance company and request that they issue the declarations page to the lien holder, as usual, so our records can be updated. Any invoice for CPI coverage during a time when other acceptable coverage was provided, will be credited to the account when proof of insurance is received. 

• Initial Complaint

  08/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a car that I got through Chacon Autos, the last couple months I have been paying $1800 a month. I called have some more information about exactly what I am paying for. I believe that I may be a part of a bigger scam. I called and was transferred to a supervisor but have yet to hear anything back. The attachments reflect what I have paid this month alone I also have another payment of $400 due tomorrow 08/30/24

  Business response

  09/02/2024

  Numerous attempts have been made to contact ********************. We will continue to reach out and are happy to explain the payment amount and due dates.  There have been several months when less than half the amount due has been paid, resulting in a past due balance. We have worked with ******************** to make arrangements to bring the account current. The payment is $360 bi-weekly plus $72 to cover CPI. We have not yet received payments in any month that reaches $1800.00. 

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  bought a vehicle in march at the end of April till now that vehicle has been breaking down they have tried in getting me into other vehicles i do not want or something not in my budget they do not have anything within my budget all I'm asking is for them to refund me my money back payments and down payment I have receipts of all the repairs that have been done to that vehicle.

  Business response

  07/31/2024

  Chacon has been in communication with Ms. ********** The warranty expired several months ago. Considerable mileage has been added to the vehicle. Still, we offered to cover half the cost of the repairs. We have also provided several other vehicle options that we are willing to swap with Ms. ********** 

  Customer response

  07/31/2024

  I am rejecting this response because: I refuse this offer because the cars you are offering me are not the ones I want or my liking  theyre not within my budget and I have not heard from you in the past three days so there has been no communication I have already said I dont want a vehicle. I want my money back.

  Business response

  08/01/2024

  The offer to repair and pay for half the cost or to trade Ms. ********* out into another vehicle is still on the table. Please contact us if you choose either option. Our inventory changes daily and there may be a vehicle added that suits Ms. *********** wants and needs in the near future.

  Customer response

  08/01/2024

  I am rejecting this response because: I choose to no longer or in the future do business with Chacon I reject this offer because I do not want to repair the vehicle and split the cost with you because Ive already had enough problems with it. I choose not to get into another vehicle that will probably be another lemon and still have problems with it and still wind up in the same situation Im in right now. The only offer I will accept is getting my money back other than that I do not wasnt any other offers.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  So I got my car around February, I honestly haven't had issues with them until this pasted week, Basically they offer a service if you pay an addition $60 every 2 weeks on top of you car payment, they offer a service where they full coverage your car incase something happen to it, in terms of body damage, not anything else, anyways. someone hit my car and it was a hit and run, I gave them all the information about it, they told me to go to a body repair shop so they can get a estimate, I gave it to them and it was roughly $3,800 to fix, so they told me to wait on someone to contact me about it, I waited and then the person who got me into the car originally contacted me, completely avoided the car being fixed and tells me that they want to replace my car for something else as long as i have $500 down, Which didn't sound to bad, it almost felt like i was being manipulated though because everyone obviously enjoys the idea of a new car, anyways I go looking to see if anything sounds fair, giving them the benefit of the doubt, I found something and now they're saying if i want it id need to put more down?? how does that make sense? How do i win in this situation? Anyways, I mostly just want to return the vehicle its self be done with it and don't have it on my credit report at all because I lost well over an extra $600 for nothing since they don't want to even fix the car because i feel like for them it would cost more money to fix then to throw me into a cheaper car.

  Business response

  07/19/2024

  Chacon Autos will place CPI coverage, if a customer declines to provide their own comprehensive and collision policy. CPI provides comprehensive and collision coverage. ************ has the option to repair or trade. We have been in communication with ************, provided options available to her, and would like to keep her as a customer. 

  Customer response

  07/19/2024

  I spoke to someone through emails, they did try working with me vs what i did experience with the last person i spoke too, they did agree on if i brought the car back that they would leave notes on my account to take this off my credit report in return of bringing the vehicle and i am satisfied with that decision.

• Initial Complaint

  06/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When they repoid my car at my job ********* when I went to pay to get my car back the car lot told me my car was broking into,, they got information from me and told me that it was for a police report that they were going to do I kept calling the office they can't put me off so I got a hold of Dallas county ************************ told me that the car lot never even filed a police report I had money and valuable stolen out of my car and they need to replace it and they lied about the fact of getting a police report I want to know what really happened

  Business response

  06/17/2024

  When ************ told us of the missing property, we offered to credit the account for the value of the missing items. She told us she was agreeable to that solution. The credit was made to the account the same day, on 2-7-23. Chacon has considered the issue resolved for over a year.

*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. ↩