ComplaintsforTexas Auto Center

Used Car Dealers

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Initial Complaint
06/25/2024
Complaint Type:
Customer Service Issues
Status:
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.
I have been trying to pay my vehicle for over a month. They have been doing nothing but giving me the run around and prolonging it to make me pay more. I have already gone past the 10 day pay off twice because they refused to give my bank the information needed. I have had to repeatedly call and email them. They are basically refusing to let me pay the vehicle off.
Business response
07/02/2024
BBB Complaint Management
***************************
Customer Engagement Specialist

July 2nd, 2024

Re: Complaint ID# ********

Dear BBB:

We received the complaint referenced above for Mr. ***************** dated June 25th, 2024. We acknowledge Mr. **** concerns regarding customer service issues. We conducted a thorough investigation into his concerns and offer him the following response.

We value Mr. *** as our customer and sincerely apologize for our delay in his payoff process. Mr. *** requested a payoff on May 6th, and we provided it to him. His financial institution reached out for additional information, but we did not have a signed Authorization on file, so our call center did not provide the information immediately upon request.

We confirmed Mr. **** **** has mailed a certified check to pay off the account. Upon receipt, the payment will post to his account and the title sent to his ****, with our lien released. Any remaining account balance incurred due to the delay will be forgiven.

Respectfully,

*********************************
Chief Compliance Officer
Texas Auto Center LLC
TAC Acceptance Group LLC
Initial Complaint
06/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a vehicle from TAC and I have repeatedly asked them to change my payment due dates so that I am not late on my payments as I have been because I switched jobs and my paydays dont align. They have repeatedly asked me to provide my Pay dates and paystubs, which I have and they refuse to change my dates and the representatives are rude unhelpful they always tell you that theres no manager available when I know there is and they harass you to try to make you have the money when you have repeatedly asked them to do something and it doesnt get done to help benefit the customer my list of complaints can go on and on with this company as far as them constantly saying that theyve had a return payments, etc. I feel as if my complaints have gone on death years and this is my last Chance trying to get some type of resolution calling them and speaking to them and trying to speak to management does nothing.
Business response
07/02/2024
BBB Complaint Management
***************************
Customer Engagement Specialist

June 26, 2024

Re: Complaint ID# ********

Dear BBB:

We received the complaint referenced above for *********************************, dated June 25th, 2024. We acknowledge Ms. ******** concerns regarding service issues with her account. We conducted a thorough investigation into her concerns and offer her the following response.

We thank ****************** for sharing her experience and sincerely apologize for our delay. A change in payment due dates requires an Amendment to the Retail Installment Contract and must be approved by a member of our management team. We noted her request on May 13th, however, the representative failed to forward her request for review. We have followed up with the account representative to ensure this does not happen again and provided her with a direct email contact for management.

We spoke with ****************** yesterday and approved her request but explained the account status must be current to make the change. A payment arrangement was approved for this week, and she will receive the Amendment next week Monday. The change will be effective upon our receipt of her signed Amendment.

****************** mentioned a list of concerns in this complaint but noted only one other about returned payments. She had a separate complaint with your agency dated May 3rd, 2023 concerning NSF and charge back activities on her account. We responded and you informed us that the complaint was closed after ****************** notified your agency that the complaint was answered. We invite her to reach out to us directly to discuss this or other concerns she has.

Respectfully,

*********************************
Chief Compliance Officer
Texas Auto Center LLC
TAC Acceptance Group LLC
Initial Complaint
06/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Continue to have car maintenance issues and I have not had the car 90 days..paying high car payments and having car issues..when the car is service other things that wasn't wrong with the car appear to be wrong..they want you to pay insurance deductible everything but this car has been having issues every since I purchase it
Business response
06/26/2024
BBB Complaint Management
***************************
Customer Engagement Specialist

June 26th, 2024

Re: Complaint ID#********

Dear BBB:

We received the complaint above for ***************************, dated June 24th, 2024. We take his repair concerns very seriously, have conducted a complete and thorough investigation,and offer him the following response.

We sincerely apologize for ******************** experience and are doing our best to work with him.He first reported maintenance issues this month, with his car financed in April. The issues are unrelated, the first repair was covered, and we agreed to pay for his current repair estimate, including a tow fee.

******************* reported his air conditioning quite working on June 5th. We expedited the service visit and replaced the A/C compressor and related components. The repairs totaled $1,058.57 and were covered under our 24-month/24,000-mile Limited Warranty. A deductible of $200 applied and we broke it into interest-free payments as a courtesy to ********************.

His vehicle was towed in for an unrelated issue on June 21st with the gear shift stuck in park. The shift cable needs to be replaced and the steering wheel sensor recalibrated. We completed a diagnostic, went over the results with him today and ordered the parts but explained the delivery of the part is delayed due to circumstances beyond our control.

We cannot grant ******************** request for a refund. He has had use of the vehicle,added over ***** miles to the odometer and the regular payments collected are less than the $3,000 amount he requested for refund. We agreed to cover the estimated repair cost of $253.20. We value ******************** as our customer and will do our best to complete his repairs as quickly as possible.

Respectfully,

*********************************
Chief Compliance Officer
Texas Auto Center LLC / TAC Acceptance Group LLC
Customer response
06/26/2024
Complaint: 21886698

I am rejecting this response because: every since I have had this vehicle I been having issues with the vehicle...I haven't driven or enjoyed my vehicle for a full month..it's like when it goes in the shop then 2 days later something else is going wrong with the vehicle...I have not been told that I could hv broken the $200 deposit into payments..I paid the deposit on top of a car payment and the vehicle was in the shop...and still is till this day..I hv to pay to hv a ride to my job and this is just not fair toe

Regards,

***************************
Business response
07/03/2024
BBB Complaint Management
***************************
Customer Engagement Specialist

July 3rd, 2024

Re: Complaint ID#********

Dear BBB:

We received *************************** rejection, dated June 24th, 2024. We offer him the following response.

******************* said he had had issues since he got his car, but he did not notify us until June, almost two months after purchase. We expedited his service visits.Had he notified us sooner, we would have worked with him.

He signed a Limited Warranty Enrollment and Registration at purchase and agreed to the terms. A $200 deductible applies to covered repairs. The ** compressor was covered, he approved it and signed a Retail Installment Contract agreeing to pay the deductible. We do not understand what he means about a deposit. We do not take deposits; however, we did break the deductible into four interest-free payments of $50.

The car was towed to us June 21st. The shifter cable needs to be replaced. The manufacturer could not give us an estimated arrival time on the part. There are global delays, industry wide, due to a cyber-attack. We located an alternative source and expect the part to arrive between July 2nd and 8th.
We will cover the tow fee and cost to replace the shifter cable and recalibrate the steering angle sensor. Upon receipt of the part, we will complete repairs as quickly as possible to avoid any further delays.

Respectfully,

*********************************
Chief Compliance Officer
Texas Auto Center LLC / TAC Acceptance Group LLC
Customer response
07/03/2024
Complaint: 21886698

I am rejecting this response because: this car has given me issues every since I had the car...the car been in the shop longer than I had the car..right now the car is in the shop..I'm paying for a ride to go to work..this dealership also have told me the car will be in the shop another week due to repairs..if this car was checked properly it wouldn't be in the shop today..I feel I was sold a non working car..this dealership want you to pay monthly payments on a car that I haven't driven...I haven't even had the car 6 months and this car is given me issues..they charging me ****** for a lemon

Regards,

***************************
Initial Complaint
02/02/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I just got my new phone number three or four months ago from ******* and I have been continuously getting calls from this business looking for somebody named *********************** or something like that. I get live calls and I get voicemails even when I block them I get the digital calls that go right to my voicemail. I've called this business four or five times even left a message on the supervisor's phone talk to a live person and told them I was not the person they're trying to get a hold of!! Evidently they're an auto center probably trying to get a car payment from this person or something. I've told them my name and I've asked him not to call I've even hit the menu that said we'll put this number on a new call list do not call list and they still are calling me 2 to 3 times a day! I want them to stop calling me I'm not the person they're looking for!!
Business response
02/08/2024
BBB Complaint Management
***************************
Customer Engagement Specialist

February 8, ****

Re: Complaint ID# ********

Dear BBB:

We received the complaint above for *******************, dated February 2nd, ****. We take her customer service concerns very seriously, have conducted a complete and thorough investigation, and offer her the following response.

We sincerely apologize for **************** experience. An initial search of our records did not produce her number therefore, it was not deleted by the do not call option she selected. While we could not find a record of contacts to ****************, we confirmed our system does not exceed more than one call per day.
We conducted a manual search of our records, identified **************** phone number,and deleted it. She should not receive any further communications from us. We will continue to investigate this matter and apologize for any inconvenience to *****************

Respectfully,

*********************************
Chief Compliance Officer
Texas Auto Center LLC / TAC Acceptance Group LLC

Customer response
02/12/2024
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
12/07/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I went through this company because a friend referenced me the process was easy & it went smoothly at 1st. I was put into a car in a Red Voltswagon Jetta and that car broke down on me while driving 4 days after having it. It took them a couple of days to get the car & do a diagnosis on the car before the mechanic could not fix it so the dealership agreed to put me in another vehicle which I had to pay for insurance again even after I had just payed on the previous car, so now Im in a new vehicle and a week or 2 into having that car I started having troubles middle of summer no ac & the check engine light comes on and had some issues with kicking up speed so I brought that one back and got into a NEW vehicle which I went through the same process with so I have the 3rd vehicle for ********* lasts about 4 months & then IT SHUTS DOWN ON ME. This company has not offered to help me in any way I lost my job due to this situation the car has been broken down since end of October & was not picked up until November here it is ************ havent got any resolution to how they can help me in this situation only asking to make a car payment!! Frustrating. I am wanting to get a full refund for everything I have paid, I wasted my time and money at a car dealership who sales the most unreliable cars!
Business response
12/11/2023
BBB Complaint Management
***************************
Customer Engagement Specialist

December 11, 2023

Re: Complaint ID# ********

Dear BBB:

We received the complaint above for *********************, dated December 7th, 2023. We take her repair concerns very seriously, have conducted a complete and thorough investigation and offer her the following response.

We are sorry for Ms. ****** experience and did our best to work with her. She had early mechanical concerns with two vehicles and opted to trade, then reported concerns about five months into her current car. We offered an expedited service visit, applied collateral protection insurance (CPI) payments accurately, she had use of the vehicle and is not eligible for refund.

************* financed her current vehicle with us on June 12th, 2023. She reported mechanical concerns on October 31st. We offered an expedited diagnosis, but her car was outside of our service area, so we suggested she contact the administrator of our Limited Warranty program. They could have scheduled repairs at a closer facility. We also explained she could contact our related finance company about returning the car. She was at work and said she did not have time to make calls. On November 2nd, she asked why we had not picked up her car. *** had no record that she inquired about returning the car.We reviewed the options offered, she said she did not want the car and an agent picked it up. We spoke again on November 20th. ************** explained her disappointment with her experience, we offered to expedite a diagnostic test and moved her car to next in line. Unfortunately, her car as locked and arrived with no key. We asked her to provide the key, but she was unable to do that.

As disclosed at purchase, a collateral protection insurance policy was applied to the collateral for each vehicle because ************** did not provide her own insurance policies. Each vehicle had its own policy with payments due bi-weekly.Payments made were applied accurately to both. She had one due May 24th on the Jetta, another on her current vehicle due June 13th.

************* had use of her current car and added ****** to the odometer since purchase. It does not appear that manufacturer recommended maintenance such as an oil change or other periodic service was performed while she had it. We cannot say if this led to the breakdown until we complete a diagnostic test. If ************* does not want her car, we can offer her a Settlement Agreement and accept the collateral in full satisfaction of the debt owed. If she signs in agreement, we will ***** her request to remove the account reporting from her credit history.

Respectfully,

*********************************
Chief Compliance Officer
Texas Auto Center LLC / TAC Acceptance Group LLC
Customer response
12/11/2023
Complaint: 20973390

I am rejecting this response because:
You guys are trying to make this my fault by saying the car was not maintenance on my end is what could have been the reasoning behind the fact I was put in yet another reliable car from you. I have attached the proof of oil changes that I have received on the vehicle! But this isnt just about maintenance this is my overall experience with you dating back to the start. Payments have never been an issue. This is loss of funds, my job, my time and patience the whole experience dealing with your complaints has been horrific & traumatic for me. Yet no one has even took accountability of the flaws your company. Its been unprofessional speaking with you guys on here vs someone calling me. You have denied my the vehicle or being put in a new one. A refund of my deposit is requested and we will settle. I wouldnt recommend you guys to anyone, respectfully!
Regards,

*********************
Business response
12/13/2023
BBB Complaint Management
***************************
Customer Engagement Specialist

December 13, 2023

Re: Complaint ID# ********

Dear BBB:

We received the rejection for *********************, dated December 7th, 2023, and are sorry about how she feels. We are not assigning fault, nor have we denied her of her vehicle. We declined another trade out, do not know what is going on with her car and cannot trade it out because it needs service. We offered trades on her first two vehicles because she reported concerns within days of purchase. She has had use of her current vehicle, added wear and tear and over eighteen thousand miles to the odometer and we cannot ***** a refund.

We have done our best to help **************. Her car was outside our service area and needed service. We gave her an option for repair in her area, but she said she did not want the car and told us to pick it up. Once we had the car, we reached out and offered to expedite her repair. A diagnostic test was needed, but she had the only key and declined to provide it.

We do not understand what ************** meant when she said it has been unprofessional speaking with us here versus someone calling her. We have spoken with her directly before and since she filed this complaint. We spoke on October thirty first,November second, thirteenth, twentieth and December fourth, fifth, and eighth. We want to resolve this and spoke with her again on December eleventh. She asked for either a full refund or trade and we are unable to ***** ************* have offered ************** two options, to either expedite a service visit or return the collateral, we will accept it in full satisfaction of her balance owed and delete the account from her credit reporting.

Respectfully,

*********************************
Chief Compliance Officer
Texas Auto Center LLC / TAC Acceptance Group LLC
Initial Complaint
11/07/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I bought a car from these people 8 months ago and they've had my car in the ******** out of the seven or eight months that have had the car they have not fixed it they have hung up on my face and forced me to pay for toffees they lied to me and told me that my car was under warranty and it all of a sudden it wasn't warranty whenever they decided they didn't like what I had to say I'm still paying for my car that doesn't even work they won't fix it for me it's been in the car shop more than I've driven it they've sold me a lemon.
Business response
11/15/2023
BBB Complaint Management
***************************
Customer Engagement Specialist

November 15, 2023

Re: Complaint ID# ********

Dear BBB:

We received the complaint above for *************************, dated November 8th, 2023. We take her repair concerns very seriously, have conducted a complete and thorough investigation and offer her the following response.

We are deeply sorry **************** has experienced repair issues. We empathize with her situation but disagree with the claims she made in her statement. We have continually helped her and there is no adjustment owed. She bought her car over a year and a half ago. Time in our shop is less than what she stated and, we have repaired her car but have not been able to duplicate some of her concerns. Unfortunately,we disconnected from some calls, but it was due to ****************** use of obscene language. We explained her responsibility for tow fees and our Limited Warranty paid for repairs to all covered components. Her car was in for service last month, we provided her with an estimate, and she declined the recommended repairs.

*************** financed a car with us on May 21st, 2022. She test drove it prior to purchase, signed a WE OWE, and state nothing else owed. ****************** took longer because repairs had to be outsourced and, in some cases, we could not recreate issues she described. Many of the repairs were unrelated and it is not like we were fixing the same issue repeatedly.

*************** used obscene language on calls with our account representatives, our customer service liaison, and members of our service team. It was impossible to communicate with her over the yelling and obscenities, despite our best efforts.

*************** was made aware of her obligation to pay for tow fees prior to tows. As a courtesy, we helped with some of the cost and have paid $196 in all.

We provided a 24-month/24,000-mile Limited Warranty on ****************** car. She signed a Limited Warranty Enrollment and Registration at purchase and agreed to the terms. Coverage is explained on page one and included all items listed in the COVERAGE box. It covered $3,324 in repairs.

We helped **************** with non-covered repair costs. We paid $1,931 and discounted an additional $1,853 in repairs. We also broke her out of pocket costs into interest free payments.

We offered to take the collateral back in full satisfaction of her debt owed in January, but she declined to respond to our offer. We did our best to work with **************** and granted seventeen extensions on her regular payments while we had her car.

Now,her car needs maintenance. We recommended a full-service oil change, replacement of spark plugs, spark plug wires, ignition coils and the oil pressure switch.These are not covered under our Limited Warranty because they are maintenance.We will be happy to complete these repairs if **************** agrees to pay for them in full. We cannot finance anymore of her out of pocket costs because she still owes $1,080 for previous repairs financed at zero percent interest.

Respectfully,
*********************************
Chief Compliance Officer
Texas Auto Center LLC
TAC Acceptance Group LLC
Customer response
11/15/2023
Complaint: 20835628

I am rejecting this response because:
The car has been in the shop regarding the same issue they messed when they messed with the computer in my car fixing the windshield wipers they didn't have to fix the computer they did that and they messed it up the car's been not the same ever since then I may have had the car for a year and a few months but the car has only been in my possession may be 6 months out of the whole time because it's been off and on since the second month I own the car I have not been able to keep it running ever since they tried to fix it the first time to fix the windshield wipers as far as I'm concerned they told me that the insurance I never had to pay anything that they were going to pay it so I don't know why owe ***** on there for any service that they said they were was covered under warranty I bought the car I owe $22,000 in the car is about to break down for good and I haven't even had the car for a year and a few months that's ridiculous that's no good it's no good car it's not in a good shape at all they lied to me when they sold it to me. And I did not refuse the service that they gave me they denied doing it for me ***** is lying!
Regards,

*************************
Business response
11/16/2023
BBB Complaint Management
***************************
Customer Engagement Specialist

November 16, 2023

Re: Complaint ID# ********

Dear BBB:

We received the rejection for *************************, dated November 16th, 2023, and offer her the following response.

We are disappointed that **************** rejected our response. Most repairs were unrelated,and she approved them. Her obligations were clearly communicated to her, she signed installment contracts agreeing to pay for repairs, and she has had use of her vehicle. She did not approve her last estimate so we could not complete repairs.

*************** brought her car in twice for concerns related to windshield wipers, but other repairs were unrelated. We replaced her windshield, wiper arms, blades, and motor, in September and her wiper switch the following month. We covered the cost of the switch due to her previous service. Her other repairs were unrelated,meaning we were not fixing the same issue repeatedly. We replaced her blower motor and powertrain control module in September, her transmission and battery in October, but could not recreate her concerns of a coolant leak from the heater core or any issue with the instrument cluster lights in December 2022. This year in June, we did a complete oil change, replaced all four tires, mounted,balanced, and did an alignment, replaced the cooling fan, O2 sensors and one wheel bearing. Her car now needs an oil change, spark plugs, ignition coils,oil pressure switch and rear bumper extension. These are not covered under the 24-month/24,000-mile Limited Warranty we provided with her purchase.

Prior to each repair, we completed a diagnostic, prepared an estimate, explained the recommended repairs and breakdown of the costs to ****************. We do not understand what she means by, she never had to pay anything with the insurance. She approved repairs on September 22, October 20th, 2022,and July 5th, 2023, and signed retail installment contracts agreeing to pay for towing and her part of the repairs.

*************** has had possession of her car and added over ****** miles to the odometer. While in service, *****, our customer service liaison, has gone to great lengths to help her. He discounted repairs by almost $2000, applied another $2000 to goodwill or company paid, granted payment extensions, financed her repairs at zero percent-interest and maintained a professional and helpful disposition,even when she screamed obscenities at him.

Again,we are deeply sorry **************** has experienced repair issues. We feel we have done our best to work with her. We even offered to take her car back and forgive her debt at one point, but she did not respond. We are happy to service her car, but she will have to pay for all non-covered repairs in full prior to pick up.

Respectfully,

*********************************
Chief Compliance Officer
Texas Auto Center LLC / TAC Acceptance Group LLC
Customer response
11/17/2023
Complaint: 20835628

I am rejecting this response because: because the vehicle is no longer drivable as of today November 17th the vehicle does not work anymore y'all never fix the car because y'all didn't drive it long enough to experience the issues that I had you didn't want to fix it that's what it was so you push the car to the side blaming it on something else I have not had the car as much as you guys have had it in the shop the car is no longer working I've only had it for one year and it doesn't work anymore is that okay no it's not okay that doesn't even make any sense the car is only worth $15,000 and I'm paying $22,000 that's $10,000 in fees and other stuff that's not even worth paying for a car that doesn't even work it never happened it hasn't worked since the day I'll touch it the first time in the shop I will not pay for this car I refuse to pay for this car if you want this car to take it off my credit I will gladly take that offer thank you everything that you're saying is wrong I never once got help y'all haven't helped me with anything that y'all don't know me

Regards,

*************************
Business response
11/28/2023
BBB Complaint Management
***************************
Customer Engagement Specialist

November 28, 2023

Re: Complaint ID# ********

Dear BBB:

We received the rejection for *************************, dated November 21st, 2023. In it, you noted that your agency considers all matters addressed but asked us to respond to the bold text in ****************** rejection. She stated that she would not pay for the car but wants us to remove the account reporting from her credit. We offer her the following response.

We reviewed the account information we reported to the bureau for **************** and find the information we reported is accurate. We cannot ***** her request to remove the account reporting from her credit. **************** signed a Retail Installment Contract at purchase and agreed to the terms. She has not kept her agreement and her account status is delinquent. We recommend that she reach out to TAC Acceptance Group regarding her regular payment that was due on November 18th.

Respectfully,

*********************************
Chief Compliance Officer
Texas Auto Center LLC / TAC Acceptance Group LLC
Initial Complaint
10/02/2023
Complaint Type:
Service or Repair Issues
Status:
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.
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
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
09/19/2023
Complaint Type:
Service or Repair Issues
Status:
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.
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
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 response
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
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 response
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
07/31/2023
Complaint Type:
Customer Service Issues
Status:
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.
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
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 response
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
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 response
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
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 response
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
06/13/2023
Complaint Type:
Service or Repair Issues
Status:
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.
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
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

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