Complaints

This profile includes complaints for Payne Dealer Group Management Co Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Payne Dealer Group Management Co Inc has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Payne Dealer Group Management Co Inc

  2401 E Expwy 83 Weslaco, TX 78596

• 

  Payne Dealer Group Management Co Inc

  4017 N Expwy 83 Brownsville, TX 78520

• 

  Payne Dealer Group Management Co Inc

  1101 S Commerce Harlingen, TX 78550

• 

  Payne Dealer Group Management Co Inc

  2101 E Expwy 83 Weslaco, TX 78596

• 

  Payne Dealer Group Management Co Inc

  2003 E Expwy 83 Mission, TX 78572

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/29/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 31 of 2024 my brand new vehicle that I bought at this dealership gave me a check engine light. On January 3 of 2025 I took the brand new vehicle to the dealership where I purchased it back in July of 2024, to get a diagnosis on the check engine light. The vehicle was bought brand new with 0 miles and when I took it in, it had 9000 miles on the odometer. I got a call three days later with the diagnosis of the check engine light, which turned out to be a bad part in the of the truck. It is a issue reoccurring over and over across the ** on the specific kind of trucks with this engine and transmission so it came out to be a manufacture defect. The part in specific is called the valve body of the transmission. When I spoke to the service advisor he told me the part had did not have a *** and the only status it gave him was a national back order status on the part. Its been 4 weeks since then when I dropped off my vehicle and I have tried countless times to get in touch with the sales manager and the overall manager of the dealership and I cannot get a response of any sort via phone via email or via text message. Every time I call the front desk to get transferred to a manager, I get transferred and it goes straight to voicemail. I have made countless attempts to try and talk to some sort of management to attempt to find some sort of resolution to this huge inconvenience and they make it impossible to speak to any kind of management. I do have a cell phone number of a sales manager who at the time was very willing to help when i dropped off the vehicle to get diagnosed. Since then he does not return my calls or text messages. As of yesterday January 27, 2025 the part is still on national back order and i can not seem to get any help from anyone at the dealership better yet any call back from my several attempts to reach out to any kind of management. I asked about getting a potential loaner vehicle from them but they did not have any available.

  Business Response

  Date: 03/11/2025

  Our customer, ***** *******, brought his vehicle (2024 Chevrolet Silverado) into the dealership on 01/03/2024 due to a check engine light. The code P0777 was for transmission valve body solenoid 2 stuck on and the part was on national back order from manufacturer. The part arrived at the dealership on 01/28/2025 and the technician replaced valve body and program control module. Customer picked up his vehicle on 02/08/25.

   

  We apologize for the delay and any inconvenience.

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello Im not a person to escalate but I have some issues with the car dealer fixing my vehicle. I took the car in for repairs on Monday October 14 and was told they would not be able to check it until Thursday October 17. I told them it was ok they finally got back to me next Monday October 21 and was told the car part would be here on Wednesday October 23. We called now we are been told the part was not even send and we have to now wait even longer. I told them if Mitsubishi can loan me a car since the vehicle is still under warranty and was told no. Ive been paying for a car rental over 220 dollars and now I will have to pay even more just cause of their mistake. Now theyre telling me nothing a can be done nor they can even expedite the car part. This is horrible business business since they should loan me a car till they fix their mistake.

  Business Response

  Date: 11/14/2024

  Good afternoon,

  Unfortunately, Mitsubishi typically does not allow loaner vehicles. We have reached out to Mitsubishi to see if they would authorize a refund of the $220. We apologize for any inconvenience. 

  Payne *****************

   

  Customer Answer

  Date: 11/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  They rejected the refund I was requesting. When I talk to the representative by the name of ****** I advised him to speak with his manager which he said he would and then advised me there was nothing that could be done. Now the manager called me and said he would have helped me but at this point falls under Gumaros responsibility for lying to me that he tried to talk to his manager. I only wanted what I feel was fair I rented 2 cars from 2 companies spending 320 dollars from one company and 350 from the other. Like I advise the manager I am willing to settle for atleast for them to cover the 320 and he said he would try to get me atleast 220 back which I accepted but now Mitsubishi said they wouldnt cover anything. 
  Regards,
  
  
   
  

• Initial Complaint

  Date:10/13/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have taken my car to the dealership a few times and there still has been certain issues that keep returning. Overheating, valve won't open, battery, etc. I've taken it to either the Brownsville VW or Mission VW and issues keep coming up and now, the warranty is over but there is still the same issues. The consultant is semi helpful but rude. I can understand about being direct but rude is not called for. As of this date, my car is still there at Mission, and they want to charge me another $300+ to check the electrical issue which should have been check before. Since it was sitting there for 2 weeks, they stated that they turned it on, no lights were displayed and it wasn't overheating but when I dropped it off, the consultant saw the lights on and understood the issue. Why would I pick up the car just to return it and wait for another 2-3 weeks for an answer...oh and getting an answer in like pulling teeth. No one answers the phone and hardly follows up with the customers unless they are asking for payment. I'm not sure if this car would be considered under the Lemon Law but if it's not one thing its another and I've only owned the used car for a year. Right now its a Payne VW Mission. The service department is so backed up, I'm not sure if the car was even really looked at for the issues but now since no lights are on, they want me to pick it up and pay for them looking at it. So upset!!

  Business Response

  Date: 10/28/2024

  Dear Mr. *********************** you for your continued communication. We understand your frustration and would like to provide you with an update regarding the service of your 2018 Volkswagen Tiguan.
  Based on our records, the following repairs have been performed:
  May 7, 2024: Your vehicle was serviced at Payne Brownsville Volkswagen, where the water pump and battery were replaced under the factory warranty.
  July 8, 2024: Your Tiguan was seen at Payne Mission Volkswagen, where the left speed sensor was replaced, also covered under warranty. During this visit, you were informed of additional required services, including replacement of the front and rear brakes and rotors, spark plugs, and both coolant and transmission flushes. An estimate was provided, but you opted to decline these services and retrieved your vehicle on July 17, 2024.
  September 27, 2024: The vehicle was again brought into Payne Mission Volkswagen, where it was determined that the current issue is unrelated to prior repairs. Our technicians have identified an electrical draw and recommend further diagnostic inspection.
  We are currently awaiting your approval to proceed with these additional diagnostic procedures. Please note that, as your vehicle is no longer covered under warranty, diagnostic charges will apply. We discussed this with you on October 16, 2024, and understand that you may also be exploring the option of a trade-in. We would be happy to assist you with that process if you decide to proceed.
  Please let us know how you would like us to proceed with this matter. We are here to assist in any way possible.
  
  Payne Brownsville Volkswagen

  Customer Answer

  Date: 10/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I was told that it was a possible electrical issue & that I would have to pay to see if that was the case. With the car having so many issues in a short amount of time, I would have to look at other options. In regards to the trade-in, yes Ive thought about it & the dealership actually can up with the same idea because of the issues that keep happening but its not a good option for me. Im almost at $400.00 with no result & have to another $200.00 to verify if it is electrical?!?! And Im still paying on the car?!?? Its too much for me & my family. Im beyond frustrated & feel like crying over this. 
  
  Regards,
  
  
   
  

• Initial Complaint

  Date:10/11/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There is a recall on our leased vehicle :2022 Cross Sport Atlas , Vin ***************** NHTSA Recall Number is 25V464 This car was leased in Payne Mission Volkswagen Mitsubishi 2003 E Expressway 83, Mission, TX ***** Since the recall our dashboard has showed several times passenger airbag error. This a big safety risk. We have asked the car dealership for a loner and were declined. We have used our other car more often due to safety concerns for the past 4 months. The account is current with no missed payments or delays. The dealership and ** of America has told us there is no part of protocol to fix the problem. Therefore everytime we had the issues with the airbag we have called the dealership and they just tells us no part or services protocol is in place for this recall. We talked to a manager in this dealership who invited us to contact costumer service of Volkswagen to ask them to give us options, so we could by a different case, lease a different car with no penalty to me , or to just have them cancel the lease due to the safety hazards. The central office told us to not drive the car if we do not feel safe , or if we were driving it to not have anyone on the passenger side. We are paying for a lease of a car that is not working as advertised, lacks the safety features promised by the manufacturer, is a major risk to our lifes and they are not able to fix the recall or to provide us options. Furthermore, the local dealership and VW of America have no timelines on when a possible solution could arise. Is has been 4 months now.

  Business Response

  Date: 10/28/2024

  Dear Mr. ************************** you for reaching out and sharing your concerns with us. We truly understand the frustration you are experiencing with your 2022 Atlas Cross Sport, and we apologize for any inconvenience this has caused.
  As you may be aware, Volkswagen Group of ************* has issued a recall on certain ********* Atlas Cross Sport vehicles regarding the passenger occupant detection system. We take this matter seriously and are currently awaiting the necessary sensors and wiring harnesses from the manufacturer to complete the required repair.
  Please rest assured that the repairs will be provided at no charge to you. However, at this time, we do not have a confirmed shipment date for the parts, as we have yet to receive a notification from the manufacturer.Once the parts arrive, we will promptly contact you to schedule an appointment for the replacement.
  We apologize again for the inconvenience and want to assure you that we are in close communication with the manufacturer, standing by for the necessary components. We appreciate your patience and understanding during this process.
  Should you have any further questions or need assistance in the meantime, please do not hesitate to reach out.
  Thank you for your time and understanding.
  
  Payne Mission Volkswagen

  Customer Answer

  Date: 10/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  I leased this car brand new. And now it has been more than four months since the recall officially came out and it is a serious safety hazard (airbag issue), which I understand things take time. But I have kept payments up-to-date for a vehicle that is malfunctioning due to no fault of its users.
  
  These are options that have been explored and results:
  According to the dealership a loaner option is not available.
  According to VW of America and local dealership there are no parts or protocol to fix this recall, nor a possible estimated date on this.
  According to ** of America there is no buy back option available for my lease.
  According to VW America representative I should " either not use the vehicle, use the vehicle but have no one sitting in the passenger side and if I have concerns to take it to the dealership" ; I took it to the dealership for a new battery and also told them about my concerns for the recall and they gave me a piece of paper telling me they cannot do anything at this moment (page 2 of attached PDF). The costumer representative also told me there is no timeline for the parts or protocol to fix this.  
  
  
  I am paying for a lease for a car that places the life of a passenger at risk due to no fault of my own, this is on the manufacturer.  
  The vehicle is not functioning as advertised. The capacity to use the vehicle for 5 people and its safety features are not available (due to recall).
  
  Am I being asked to limit the use of my car (not being able to use the 5 person occupancy) , expose a passenger to death or grave bodily injury (due to fail deployment of an airbag)  due to the manufacture's fault ( recall), but to keep paying for it as if I was able to use the car as it 5 person occupancy capacity and the risk associated with this recall does not exist?  This is causing me and my family significant emotional distress. Please provide us with any viable option to address this issue. 
  
  

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since the middle of July 2024, I have been trying to call the dealership to make an appointment to get my car seen in regards to the air condition not working. This dealership does not answer their phone, therefore you need to go in person to speak to a service representative just to get an appointment for 3 weeks later. This is the most unrealistic resolution for a dealership to have. If this is the type of service the Payne Group delivers I never would have bought my vehicle from them. My car is under warranty and needs to have the a/c inspected. I also need them to perform the airbag recall which they have not been able to do. Any type of service is being given an appointment time so far in advance I am being forced to take my car somewhere else to get serviced for something that falls under warranty. This is by far the worst dealership to have a car serviced with and no end in sight to have your car repaired and no loaner vehicle to borrow in the meantime. The service representative stated having 90 vehicles waiting to be serviced and only 6 loaner vehicles that are already being used. How is this an acceptable business practice?

• Initial Complaint

  Date:02/21/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or around July 31, 2023 I purchased two vehicles at Payne ***** and GMC dealership. The 2023. ********** that was purchased did not include the four foot mats. I have gone back and forth texting and calling the salesman and keep getting the run around. Supposedly the sign off paperwork stated that the mats were included but they were not. Salesman knew about this and supposedly spoke to the manager and the issue was never resolved. Said salesman isnt employed there anymore either.

  Business Response

  Date: 03/11/2024

  Subject: Resolution of Mat ***** for Mrs. *************** trust this message finds you well. I am writing to inform you of the recent developments regarding the mat order for Mrs. *************** reaching out to Mrs. ******* we conveyed our eagerness to facilitate the ordering and installation of the mats for her. Regrettably, the salesperson responsible for the initial transaction was associated with one of our sister stores and is no longer affiliated with Payne. It is important to note that the sales consultant mentioned in the records, ****, is not the individual who assisted Mrs. ******* Her sole point of contact has been our current salesperson, **** *****.
  We wish to express our sincere apologies for any confusion or delay caused by this oversight. To rectify the situation, the mat order will be processed first thing tomorrow morning. I personally assured Mrs. ****** that I will be in direct contact with her to coordinate the delivery once the order is received.
  Should you have any queries or require further clarification, please do not hesitate to reach out to me directly. Additionally, I will follow up with an email once the mats have been successfully delivered.
  Thank you for your understanding and patience in this matter.
  Kind regards,

  
  ***** ******* General Sales Manager

• Initial Complaint

  Date:01/11/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had visited the location to get an appointment on December 22, 2023, at which I was informed that given the issues, I was told the next available appointment for a day-long evaluation would be January 11, 2023 and I would need to drop it off at 8 ********, January 11, 2023, I arrived to drop-off the vehicle, at which time, the appointment which had been made and I received an email confirmation for could not be located in the system, and after attempts to find it by looking up the name, the phone number, the vehicle, and then the actual appointment confirmation email. At that time, I confirmed that as previously stated when I made the appointment, that the vehicle would be evaluated that same day, and that I would call later in the day for updates. At which time the service representative, ****, informed me that he would text me in a couple minutes so I could communicate with him directly.I left the location and throughout the morning, the text from **** never came to offer a line of communication for updates. At 1 pm after not hearing throughout the morning, I proceeded to call, where I was transferred from the service department to ****, where the call was not answered, after informing the service agent answering the call, and attempting the call three different times, and with various agents, I was then informed that the reason they are not answering was because they were at lunch. I then proceeded to call back at 2 pm, where it once again took multiple calls attempting to connect with **** or any agent available, when I was informed by the service agent once again, that they must be at lunch, but at this time she could take a message and would inform **** that I wanted to be contacted with a status update. Despite this I was never contacted and at 4 pm I made my way back to the dealership to see the status of the vehicle and eventually pick it up. I made my way to ***** Office, and upon entering saw the message on a post-it requesting my contact,

  Business Response

  Date: 02/08/2024

  We connected with the advisor who informed us that the vehicle was in line for diagnosis that day. Unfortunately, with only one certified Mitsubishi technician available, the process took longer than expected. However, it was scheduled to be examined by the end of the day, with some technicians staying until 7:00 pm. The customer opted to pick up the unit, and there were no charges incurred.

   

  Concerning call transfers, our multiple phone lines sometimes result in blind transfers, especially when calls come from Weslaco. Regrettably, there were no messages, whether voicemail or notes, prompting us to call the customer back regarding this matter. We'll be making an effort to contact the customer to discuss and arrange for the vehicle's return.

  Customer Answer

  Date: 02/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  The provided documentation directly contradicts the actions taken by their advisor and what actually occurred. Their advisor, ****, clearly stated that the car would not be seen that day when I arrived in the afternoon, he clearly stated that it would possibly not be seen until the next day despite the appointment being for that morning, not the following day and not the evening. In addition, the claim that no message was taken or delivered or that calls are transferred also are in contradiction. For one, the actual post-it with the note asking for a call back was literally on the desk of **** when I arrived, which had been done two hours prior and I still hadn't gotten a response by then. In addition, the operator at one point even stated let me check and placed me on hold, clearly demonstrating that these calls were not transferred through their Weslaco operations but rather locally, unless the dealership would have the reader believe this person ran from Weslaco to Mission. This once again clearly demonstrates the lack of customer service in providing an accurate response and attempting to offer a solution rather than providing excuses for their failure in providing the services they are in business to provide.
  
  Regards,
  
  
   
  

• Initial Complaint

  Date:12/02/2023

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/10/23 my horn was not working on my 2015 Chevrolet Silverado. I took it to Payne Chevrolet to have it repaired. Jose **** ***** service advisor said they charge $165.00 per hour and said it would cost $660.00 plus parts. I had an appointment on 11/1023 at 8 O'Clock AM and Jose called me at 10:25 AM and said it was done and I could come and pick up my truck. This means that they completed the repairs in 2.5 hours which means this should only cost me $412.50 plus parts. Not $660.00 plus parts. They did not work on my truck any longer than 2.5 hours at a labor rate of $165.00 per hour. This is why I am asking that my account be credited back $247.50 for 1.5 hours that Payne Chevrolet did not work on my vehicle. No one should have to pay more than what the hourly rate is for repairs. Jose Luis Rodri also stated that they would be sending me a survey which I have not received to this date 12/2/23. This in relation to Invoice #506750 at Payne Chevrolet. Thank You for your help in resolving this matter on my behalf. Jerome ****

  Business Response

  Date: 01/02/2024

  The diagnosis was 1 shop hour at $165.00. The repair consisted of wire repair 2.0 hours and horn assembly replacement 1 hour which is a total of 4 shop hours that were sold and approved by customer.
  

  The reason repair took 2.5 hours to complete was here at Payne Chevrolet we do take customer's complete satisfaction very seriously, and always make it our highest priority. In order to have complete customer satisfaction and have vehicles repaired accurately and timely, we have created a program where our Master Technicians train and develop new technicians to ensure quality work. With that said, our highest skilled technicians worked on Mr. Jerome ****** vehicle to get his vehicle repaired as quick as possible. On November 10, 2023, we had two technicians perform repair on Mr. ****** vehicle; Our master technician performed wire repair and his assistant replaced the horn simultaneously. The work done was billed accurately and was based off of a national labor time guide. Thank you for sharing your concern.”

   

  Customer Answer

  Date: 01/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  I understand 1 hour shop time for diagnosis at $165.00. The wire repair was the connector at the horn assembly which I was told was corroded. A new connector had to be replaced on the wire. I do not believe the horn was tested to see if it still worked after the connector was repaired which would mean horn replacement would not of needed to happen. You can not have two Technicians work on this repair at the same time because they would not be able to occupy the same space at the same time for the connector repair and the horn assembly replacement. For this reason I still stand by my first request that my account be credited $247.50. Your Service Advisor called me after 2.5 hours and stated the repairs have been completed and that I can come and pick up my truck. Your invoice did not state you had 2 Technicians work on my truck one being a new Technician which your Master Technician was traning. I do not feel I should pay for your traning program. The invoice did not state there was 1 hour diagnosis and 3 hours labor at $165.00 per hour each.

  Jerome ****

• Initial Complaint

  Date:09/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The car was taken back in Aug to get the Air condition and the the stability trac repaired. They put the car back together in a rush. That they forgot to tighten brake lines and in addtion damaged the door. They allowed my elderly mother to take the vechicle home leaking brake fluid. That it was a mircle she didnt have an accident. In calling back and informing them of the issue they wanted to charge me for a tow truck plus another 160 to rediagnose the issue. After send pictures the service manager agreed to pay for the tow truck and this is after they wanted us to drive it back as the brake line was leaking with no regarded for anyones safety. the fixed the brake line as it seems that the service department didnt tighten or damaged that part, but failed to tell anyone and just let the damage part stay in the car and then charge you later for something they damaged. in addtion the console is still not correct and they damaged the door panel. In towing back to the ******ship the vehicle was at the ******ship for almost a month. They didnt order the door panel and advised us to pick the car and they would call us when the panel was in. I was told the ** was now involved but no ones called to offer any resolution. id like some sort of refund due to puting peoples lives in danger due to the leaking brake lines they damaged and as well as correctly fixing the dash panel and the door panel. and if they need more than a day i would like a loaner car as previous history shows they will take a whole month. and they still have not done the recall for the wipers that it was supposed to get done as well due to no parts

  Business Response

  Date: 09/28/2023

  To whom it may concern,
  
              After review of Mr./Mrs. ******** complete service history regarding the complaint at hand, we have concluded a complete resolution. First, back tracking to the initial service visit on 08-02-2023, the customer drove their vehicle into our service department with 3 main concerns and 1 recall open. The concerns are as follows:
  
  1. customer stated a “stabilitrack” message appears on dash.
  2. customer stated the air conditioner was not cooling,
  3. customer requests to order and cut key.
  4. Open recall for “windshield wiper motor replacement
  
  During this visit we addressed the “stabilitrack” concern with the replacement of the Electric Brake Control Module (EBCM) and ABS Module, this procedure did consist of removal and reinstall of the brake lines attached to the EBCM.
  
  Next, we addressed the A/C concern with replacement of the compressor, receiver and drier, and the evaporator core. Up to this point in service expenses customers have decided to decline their third concern regarding the order of a key which our service writer did not proceed with. Last, regarding the recall we show notations that parts were not available but still put on order.
  
              Presently, prior to our mutual customer submitting the BBB complaint, we (Payne Weslaco Motors) had our management team speak with the customer and had agreed to have the vehicle towed to our facility to correct any issues with the vehicle at no cost.
  
  After arranging Mr./Mrs. ******** vehicle to be towed in, arrival of the customers vehicle being on 08/22/23, our service team generated a new service repair order with the customers concerns and pending recall. Our service technicians proceeded to inspect customers concerns of a brake fluid leak, scratch to interior panels and the pending recall action. To our findings, we were able to confirm a brake fluid leak on one for the lines attached to the EBCM, which was quickly addressed with re-tightening the brake line to spec, confirming leaks no longer being present. As a measure of good faith Payne Weslaco Motors Service Department has ordered a new interior drivers door panel to address the customers concern. Please note this component was out sourced due to its unavailability through the ******. Now, with parts being available, the recall action referring to the windshield wipers was performed and completed.
              We would like to conclude this response with the notion that we (Payne Weslaco Motors) put our customers first and strive to achieve a perfect fixed first visit. Although, some unforeseen circumstances may arise in our repair process that can impact our perfect fixed first visit percentages in an undesirable manner for both the customer and our facility. We, as a reputable ** ****** are always open to resolve any and all customer concerns with exceptional diligence and integrity.

  Customer Answer

  Date: 09/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

  As I read the response the keys were never denied to be made. As as soon in the text. In fact the tech didn't have the key in the order initially. So that is another issue your company made. In addition it took several days to finally get an approval to get the vehicle as the service tech joey mentioned in text that there was going to be a charge and the service manager was adamant on getting the brought in by us while this leak was ongoing or we could tow it for a charge. It took sending pictures showing the incompetence of the tech that worked on the vehicle in addition to the damage they caused. Again the issue is still no resolved and the issue was caused by the tech that worked on the car and failed to inform anyone. This was a safety issue caused by you company. The issue of the recall has not been addressed and then they attempted to correct the damage in the body shop which made it worse. In fact in the response there is no resolution as to how your going to fix the issues you caused 
  
  Regards,
  
  ** ********
   

  
  

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 31,2023 I took my car,a2014 GMC TERRAIN to Payne Dealership in Weslaco,Tex service department since that’s where I bought vehicle. I was having problems with it and had been told that it has *** *** ******* I explained to service advisor, Mr.Mathew ****** that all lights on dashboard kept going on and off and also had problems with brakes. At that time he told me they could probably fix problem in about 4weeks. Well it’s 7 months later and my car is still there! I would call Mr ****** monthly to get status but he keeps saying that he cannot obtain the part to fix car I work so my mother***** ******would text about status. On January 13 he said that he can’t locate part anywhere and a week before he told my mother on phone that he had found part at another dealership. She texted on January 23,February 10, and March 10 and he kept saying same thing. We called in April and again he stated he has been trying everywhere and can’t get part. Meanwhile I’m making car payments and insurance payments for the 7 months that my car is there. I don’t even know if Mr ****** is EVEN TRYING to get part They did try to get me to trade in my car and refinance but I want to keep car as don’t owe too much anymore I would truly appreciate any assistance on this situation Thank you very much **** ***** *** ****** ***** *****