ComplaintsforLa Casita Used Cars

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I financed a car with this dealership on March 24th. Left a $6000 down payment on a 2013 KIA ********* I was told this car was in great condition with everything working. Since then we have found broken parts and pieces falling off the car. The ** doesnt work properly and now their tracking device keeps beeping. I have contacted the manager ***** through text, who guaranteed he would be there for any issues. He said it was the Freon but that is not it because it continues to not work correctly. Now he barely responds and we dont get calls for important matters and now we cant get our plates because they state they had an error with some inspection and its now expired. And now they say we didnt add insurance when the binder was sent. I want these issues fixed in the vehicle. I didnt spend this much money on a vehicle that I was told worked great and all we have had is problems.

  

  Business response

  05/22/2024

  Thank you for your feedback and bringing these concerns to our attention. We apologize for the inconvenience you've experienced with your 2013 Kia ********* We have since reached out to you and addressed several of the issues you've mentioned. We understand how important it is to have a reliable vehicle. We are aware that some of the broken parts have already been fixed and we have ordered the necessary components to repair the *** As soon as the parts arrive, we will complete the repairs promptly.Additionally, we are working on resolving the inspection error to ensure you receive your plates without further delay.
  We appreciate your patience. Please feel free to contact us directly if you have any further questions or need additional assistance.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I took my car back to La Casita, where I purchased it, to have it assessed when the check engine light came on. I was told the evap hose was leaking. I was not told that was not something covered by the warranty, only that it would be a 2-4 day repair. I didn't hear from the sales person for almost a week, and had to email for an update. I was told my car would be ready by 1 p.m. on 5/3 and to call ahead. I couldn't reach anyone by phone before heading over about 3 p.m. My dad and I sat there close to 45 minutes before being told the repair total was $520.00. There was no invoice for the work, but they said the sensors also had to be replaced. I wasn't called before the work started or ever provided an estimate. My dad paid $220.00 and I had to make arrangements to add to my monthly car payments to finish paying the repair balance of $300.00. Management never came to speak to us. We were only offered a free oil change, and they filled the gas tank due to it being emptied after the **** hose replacement.

  

  Business response

  05/13/2024

  Thank you for bringing this to our attention. We apologize for any inconvenience or miscommunication during your recent visit to La Casita Used Cars. We appreciate your feedback and are glad to hear that ***** has since reached out to you to address the situation.We understand the importance of clear communication and providing estimates before starting any work. We have worked with the repair shop and we are pleased that the issue has been resolved and and agreement has been made to your satisfaction. We are also implementing new policies and procedures to prevent similar issues in the future.
  
  We're glad to hear that your car is fixed and that you are happy with the resolution. If you have any further concerns or need assistance in the future, please don't hesitate to reach out. Thank you for your understanding.

  Customer response

  05/21/2024

   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.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On March 10, 2023, I purchased a vehicle at La Casita East in *******, *****. It is now Feb 8, 2024. I have not received the plates for the vehicle. I have contacted the dealership multiple times. For months I was told by the Sales Manager ***** at Casita East that it was being worked on and that they would have it for me soon. After I informed them that this was taking too long and that if they couldn't get me the plates, I would be using the "backout option" they finally got on the ball to speed up the process to get me my plates. Only then did they say that they could not get the plates for the vehicle due to the ** from the previous owner being invalid, I have been told that they would give me my money back and each day I've been told it will be the next day that I will receive the check for what I paid, which totals over $6,600. because the Signer is not in each day. Does the Signer not work? If the signer is at a different location then can the check be taken to him or have him stop at the location they are at to sign? The bank manager for whom I spoke with name is *****. The level of difficulty has been unreal. I have been yanked around since the beginning. When I informed him that I would be going to TxDOT and the BBB, ******************* told me "Thats fine". When I went to Casa Finance I was informed by the Cashier, *****, that "This is an ongoing issue with multiple vehicles. You're not the only one." If this is a ongoing issue with multiple cars, is no one checking the **s and they are selling cars that can not be legally sold hoping the customer will say not ask questions as long as they can get their tags and title.

  

  Business response

  02/14/2024

  We sincerely apologize for the delays and inconvenience you experienced in obtaining your vehicle plates after purchasing a vehicle from ** Casita East in *******, *****, on March 10, 2023. We understand the frustration caused by the extended wait and the subsequent difficulties in resolving this matter. After receiving your complaint, our team promptly investigated the issue and reached out to ***********************************. We have since processed a refund as per ************************** request, and the loan has been undone. We want to acknowledge that the check was written on 2/08/2024, and we are pleased to confirm that *********************************** has picked up the refund since that date. We genuinely regret the challenges you faced during this process and understand the concerns. We assure you that we take such matters seriously, and steps will be taken to prevent similar occurrences in the future. Your feedback is invaluable, and we appreciate your patience as we worked to resolve this matter. We understand that this experience does not reflect our usual standard of service, and we are committed to improving our processes to prevent such issues from happening again. If you have any further questions or concerns, please do not hesitate to reach out to us directly. We appreciate your understanding and thank you for bringing this to our attention.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The dealership ultimately rep-owed my car due to non payment since December of 2023 there had been a dispute on my account so the accounting department was not able to accept my payments or manually enter them. They have failed to return my phone calls prior to today 01/182024 in regards to paying any past payments due. The managers in charge have been let go and no longer are employed there. No one has returned my calls

  

  Business response

  01/19/2024

  Hello, La Casita Used cars cares about our customers and we sorry that you have been unable to get in contact with the personal that you needed in order to pay your loan. We have since been in contact with you today. *************************** called you Friday Afternoon and will be the point of contact for your loan with La Casita Used Cars. We are here to help and if you have any further question please reach out us and we would be happy to help. 

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am absolutely disappointed with Casita Used cars for the treatment that I have received from the staff. First and foremost ***** the manager of ********** who has no skills on how to be a manager nor work with customers. Like their website states they strive for customer service and that is a complete false. Its been a terrifying experience since the day I drove my 2017 **** explore of the parking lot. My first complaint was the same night to let them know that when I stopped at gas station the car had trouble turning on. Then. The following morning I called them to let them know it takes minutes before the car will start. So long story short I get the car back into there shop which during this time ***** was horrific she was more mad that I called to say it wasnt working. I mean it wasnt something minor. The ignition would t start. So then after couple days in shop I am told its ready I go and pick up and as Im leaving again the same thing happens but now its worse I actually feel something completely wrong with the stirring wheel on the freeway I right away said its the alignment. That my wheel jerked me to the left and made me lose control of the car which was so scary it had me in tears. I called the dealership frantically and ***** was the only nice person to transfer calls from ************* but as to anyone getting on the line they didnt I asked to speak to so many people and no one would answer they purposely ignored me and once ***** the manager got put on the line she very aggressively told me well wheres the car being it I said Absolutely not I am not safe in this car you need to send someone. The following 3 days someone picks it up then I get a discreet call from the actual mechanic that works for them and tell me Im not suppose to call the customers but Im calling you because Para mi no me combiene que algo ************* a ti he tells me that the shop told him something is wrong with the gps and he wanted to make sure with me and i

  Customer response

  12/28/2023

  This is the continuation of my first complaint up above. As I was saying the mechanic called me him self which I attached his number on the uploads and told me him self that ***** never told him to check alignment or that I lost control of the car and that it had anything to do with the starter so I personally sent him a video of what the car was doing and the mechanic right away said es algo con la bomba. He said Im gonna drive the car my self and he did he then calls me same day and tell me you know I drove the car and yes something became loose and that is why the car moved violently when you accelerate the gas. I am going to fix that and check the tires but Ill give you back the truck since its the holidays which this was 12/21 and he said they would pick my car up 12/26 which they never did now ***** the finance manager, some man called *****************************, ***** all are avoiding my calls all of them have hung up on me because they dont want to hear me. Correction ******* came to drop my car off personally acting like he was the main manager and that things would get taken care of and I have yet to hear anything. *** asked for the main general manager and they wont give me any info. I spoke to ***** today and with his Rice condescending response he said looks ********************* my purpose in life is only to loan money out and hung up on me and explained to me that his wife had surgery somehow he made it about him. Now its 12/27 and just 30 min ago **************** calls me again personally and says I can fix it but until next week when holidays are over. And that I should take it. Overall this has been the biggest nightmare and these people know they sold a lemon car. I understand used cars but how are you gonna sale a ****** car that doesnt run that potentially could of killed me last week or even leave me on the freeway. All I want is for them to put me in a safe car because this car is not working. And not on or them has even tried it to work out kindly.

  

  Business response

  12/29/2023

  Customer purchased vehicle on 10/27/2023 and had a starting issue. She was asked to bring it in, but she was unable to come in for two weeks.  The vehicle was taken to the shops, and the technician found the ******** GPS to be wired incorrectly; it was then rewired correctly and repair completed.  The customer picked up the vehicle about ten days after notified that the repair was complete.  She then stated vehicle would shake at 40 mph, so the vehicle was taken back to the shop where a rear lateral arm was tightened and an alignment done, also at no charge. Customer states the vehicle needs a battery, but what it needs is a fuel pump. The customer was informed that the shop was ready to keep vehicle to install the fuel pump for her, but she stated that she would like to use it over the holiday and bring it back after to have it completed. The fuel pump can be put on whenever the customer makes the vehicle available.  As of now, the customer has agreed upon Tuesday 01/2/2024 as the date to pick up vehicle, and La Casita is sending a wrecker.  The customer understands it will get done in one day if at all possible, but if needed she may need to leave it longer.

• Initial Complaint

  10/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  A couple months ago I had issues with my bank and payments I made to ** casita were flagged as fraud, I received a temporary credit from chase bank and as soon as I realized what was flagged I immediately cancelled the fraud case, chase ensured the money would be returned to la casita used cars, its been over a month and I have called multiple times to see whats going on and la casita keeps pushing it off and stating a manager will call me back but never does. I paid them **** in cash for all the payments that they said were reversed and that they would let me know once they received the other money from chase but have not heard back from them at all.

  

  Business response

  10/20/2023

  La Casita offers its apologies for the frustration and thanks you for your patience as we work to resolve this issue.  We will have confirmation on Tuesday, October 24, from the bank regarding the reconciliation of these funds, and La Casita will ensure that all payments are applied in accordance with the customer's expectations.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last June we took our vehicle for a mechanical issue. They werent able to help us. We noticed the key fob was broken and immediately ****** it up to the attention of the front desk representative, who simply stated "she would talk to the guys at the shop" which was insufficient for us, but still gave them a chance. Nobody contacted us after that. Eventually we spoke to *****, the manager who was extremely impolite and disrespectful. We recorded the call where he condescendingly told us to bring the car the next day at 12:00 pm with no chance for us to arrange our work schedules. After this we also spoke to ****, the *** who assured us ***** was "not as bad" and let us know he would help us and replace the key fob at no cost to us. On 10/4/21 we spoke to *****, who said she would only give us a spare key, but not a fob. She was also unpleasant to talk to. We spoke to right after and said he would handle it. After, **** simply sent us a message saying la casita will not replace thekeyfob

  

  Business response

  10/15/2021

  although the situation described sounds familiar, the name on complaint is not in our system. could we clarify the name of our customer that is making above complaint, before I issue a response.
  Thanks in advance

*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. ↩