Paaco Automotive Group

Complaint: [redacted] I am rejecting this response because: Regardless of that a motor should last way more than months I would have paid $just for it to happen again because the job was half done and supposedly it was a new motor like I said a motor should last way more than months this car is a lemon and I’m still paying on the current one that went out so why should I pay another $for it to happen again y’all know it’s a lemon that’s why they changing their name cause they have such a bad name wish I knew before I even got the car Regards, [redacted] [redacted]

Complaint: [redacted] I am rejecting this response because: there is another issue when I talked to the supervisor at Paaco he told me the engine was brand new I specifically asked if the engine would be brand new or repaired and he told me it would brand new so now I'm finding out it was rebuilt and regardless of the fact that I didn't call back the same exact day they are suppose to tell you that if you don't call by a specific date it is no longer available I work in customer service and I know there are certain ways to deal with things and then when you go in there all the employees have attitudes Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I find it very disturbing I have not had the jeep in my possession for even a month with it being in and out of shops , the wear and tear are not caused by me the rioters needed to be repaired when I bought the car and I took it in to have it looked and and the reason for not having knowledge is because I did not tell corporate I simple called Paccos manager in Jacksonville as instructed if I had any concerns and I did so As for the wreck failure to maintain speed I was not speeding due to the fact the wreck was my fault is why I got the ticket how could u Be speeding when ur turning and can't get the wheel to pop back in place I was going miles a hour when I hit the other vehicle causing minor damage ! Paccos is not a business that I would ever use again they are liars and pretend do do business right when in fact they don't [redacted] ***

We have made multiple attempts to contact the customer via email and phone regarding any issues with this vehicle We have made multiple appointments with the client to bring the vehicle in for inspection and to get them in the system to do a warranty claim The client has refused to bring the vehicle in for inspection and has missed every scheduled appointment Additionally, the client has missed multiple payments on the vehicle We have not been able to properly service the vehicle due to the customer's refusal to cooperate

Nov14, Revdex.comCustomer Complaint: ID [redacted] Business: PAACO Automotive Group LPCustomer: [redacted] We are in receipt of the customer concern dated 11/8/and thank you for the opportunity to respondBTS Motors LLC dba PAACO’s goal is to offer, sell and finance quality used motor vehiclesThere is a limited “6-month / 6,000-mile warranty” (whichever comes first) on financed vehicles, but that warranty does not cover what is referred to as wear and tear or maintenance services such as oil changesIn addition, Texas Lemon Laws apply to repeated warranty repairs on new vehicles only, not to used vehicles When notified about the Revdex.com complaint, the Waco Sales Manager called the customer last week and reached a mutually beneficial agreementInstead of just handing the customer a check for the disputed amount, PAACO will pay for repairs to be made at a local automotive shopThe customer is happy and accepts PAACO’s resolution to his complaintAgain, we thank you for the opportunity to respond to this customer’s concernBTS Motors LLC dba PAACO believes our good standing with the Revdex.com is only strengthened by our ability to respond to customer inquiries in a timely manner

Complaint: ***
I am rejecting this response because:
II have proof of multiple attempts by me to contact this business I have not made a payment because of them not contacting me I no longer want to work with this company I want my money back and to return the vehicle which is not being driven as it is not even legal to drive I did not make appointment waiting for a response from BBC I would love to send proof of my emails since Aug I have no desire to work with this company because the vehicle from them is in no way drivable and when I moved the vehicle from one side of my driveway to the other the gas revved while I was pressing the BREAK and I almost went through my fence THE FACT THAT THEY SENT A LIE ABOUT ME NOT RESPONDING SPEAKS MEASURE ON HOW THEY DO BUSINESS I ONLY WANT A REFUND OR MY VEHICLE I TRADED AND THE PAYMENT I HAVE MADE AT THE LEAST OR THE TOTAL AMOUNT THAT HAS BEEN PAID TO THE VEHICLE IM NOT PAYING PAYMENTS ON A VEHICLE I HAVE NOT BEEN ABLE TO DRIVE FOR TWO MONTHS AND IVE HAD IT FOR MONTHS
Regards,
*** ***

We were unable to verify coverage by a third-party insurer so we reached out to the customer for clarification. Our policy is to call then mail a letter, and if we are still unable to verify third-party insurance we will then force-place collateral protection insurance. It seems the
customer changed insurance companies in October and we were not notified. We don't have any evidence of those communications so if they somehow went unnoticed we apologize. We have since been able to verify coverage with the new third-party provider and determined the customer was covered at the time we force-placed. Because she was covered we have refunded any and all amounts she spent on the CPI

We are aware of the issues Mrs*** has experienced with her Nissan and we have done everything from our part to aid Mrs*** by providing her with a loaner vehicle and waving her warranty deductibleMrs*** has not kept her account on a current status by using the mechanical issues as
a reason not to comply with her contractHer Nissan did have an additional issues for which the vehicle is currently at the shop; we were unable to provide her with a loaner vehicle a second time around since we had not being able to reached an agreement on her past due balanceI spoke with Mrs. *** yesterday and she has agreed to come in on 02/09/to bring her account current. If I can be of further assistance please let me know

We are in receipt of the customer complaint dated 01/21/and thank you for theopportunity to respondBTS Motors LLC dba PAACO's goal is to offer, sell and financequality used motor vehiclesOur Collections Department continues this relationship bycalling each customer hours after the sale
to answer any questions; a postcard withPAACO's toll-free phone number is mailed out too.On 11/21/16, this customer financed a used Jeep Grand Cherokee with 110,741miles from PAACO in JacksonvilleThe used vehicle has a Limited Powertrain Warrantyfor months I 3,miles (whichever comes first).The customer wants a refund of her down payment, the vehicle payments, herinsurance deductible, plus $to pay for repairs that aren't covered by the Warranty.Our Collections Deptnotates all incoming and outgoing phone conversations oncustomer accountsThe customer called on 12/to report an accidentShe said she hadcomplained numerous times about her vehicle, but we have no records of anycomplaints to the Corporate officeA copy of the Police Report dated 12/at 3:55pmnotes the traffic was moderate and the weather was overcast/rainingThe officer citesthe customer for a violation, "Failure to control speed." The claim was filed by thecustomer and the repairs have since been completedInsurance deductibles are acustomer's responsibility.The Limited Warranty covers repairs to major components such as engine, transmission,and air conditioningWarranty coverage does not extend to repairs related to regularuse or vehicle maintenance, such as oil changes, alignments, tires, brakes or batteries.Attached is a copy of the Warranty.Whenever a customer has a repair situation, the Sales Manager submits a CustomerRepair RequestFor this customer, a Repair Request was sent in 1/3/(to replace thepassenger side upper control arm for $97.50)The repair work was completed on12/20/As a gesture of good customer service, PAACO paid the bill, even though itwas not covered by the WarrantyThe customer doesn't have to pay for this repair.A different Repair Request was submitted on 1/19/for $to turn the rear brakerotorsBrake pads or turning brake rotors is part of wear and tear; it's notcovered by Warranty and customers have to pay out of pocketPAACO allows customersto make several smaller paymentsso as not to have to pay the full amount at one time.Attached are copies ofthe paid repair invoice (upper control arm $97.50) and theinvoice for turning rear rotors (customer responsibility of $97.30).Since PAACO has already paid $for one repair for this customer, it doesn't seemunreasonable to ask her to pay a similar amount for another repair that also isn'tcovered by the limited WarrantyEven with good inspections and quality controlstandards in place, it's impossible to determine what repairs a used vehicle may require.Customers need to remember that all vehicles require routine maintenance and repairsin order to function properlyThe Limited Warranty is there to help customers avoidhigh-dollar repairs for covered items during the warranty period.At this time, PAACO does not believe that the customer's down payments and vehiclepayments should be refundedWe thank you for the opportunity to replyBTS MotorsLLC dba PAACO believes our good standing with the Revdex.com is only strengthened by ourability to respond to customer inquiries in a timely manner

We are in
receipt of the customer complaint dated 06/25/and thank you for the
opportunity to respondBTS Motors LLC dba PAACO’s goal is to offer, sell and
finance quality used motor vehiclesOur Collections Department continues this relationship
by reaching out to our customers after the
sale and during the course of their
contractThe Collections and Insurance Departments notate all phone and email
activity on our customers’ account for future reference.On 3/30/
this customer financed a used Kia Forte with PAACO in WacoShe paid $as
a down payment and agreed to make semi-monthly payments of $starting on
4/15/A payment of $was made on her vehicle ledger on 4/13/On 5/1/there
are notes on the account that the customer came to the Waco location and the vehicle
was at a body shopThe mechanic found evidence of water damage to the motor
and the inside of the vehicleDepending on how the water damage occurred, the
claim could be processed under Warranty coverage or it could have been
processed as an Insurance claimAll Warranty repairs are coordinated by the Sales
Manager at each PAACO location using independent repair shops; presumably this
was processed as a Warranty repair since no claim paperwork was filed with the
Corporate Insurance Dept.Two weeks later,
there are notes on this account that the Sales Manager offered to trade out the
customer from the damaged Kia Forte into another vehicleIn addition, the
Sales Manager would give her credit for her original down payment of $on
the next vehicleA woman named *** *** called the Collections Deptand
said she wanted the damaged vehicle to be re-evaluated by her mechanicMs
Peterson said she decided that PAACO’s trade out offer wasn’t good enough for
the customer and she would reach out to all social media and bureaus to report
our business practices(Ms*** is not listed as a Buyer, Co-Buyer, or
Co-Signer on the Sales Contract; she is listed on the customer’s references as
a “friend”.)In the
meantime, the customer failed to keep to the terms and scheduled payments of
the Retail Installment Sales ContractThe Collections Deptfollowed standard practices
in this situation; they attempted to reach the customer by phone, by mail, and
through her referencesAlthough messages were left on the customer’s voice
mail and with her references, the customer never called back to the Collections
DeptEventually the vehicle was repossessed due to the past due vehicle ledger
amount and the customer was notified of this by certified mailIt’s
unfortunate that the customer feels that the vehicle repair was taking too long
or that the sales location personnel wasn’t treating her in a respectful
mannerThe Sales Manager tried to work with her by offering her a trade out from
the damaged vehicle into another vehicle, but apparently that offer was refused
In addition, the customer didn’t respond to the Collections Dept when they
tried to reach her about her accountWith all
factors taken into consideration, PAACO does not believe that the customer’s
down payment should be refunded and her contract will not be voided.We thank you
for the opportunity to replyBTS Motors LLC dba PAACO believes our good
standing with the Revdex.com is only strengthened by our ability to respond to
customer inquiries in a timely manner

Here are our findings in regards to the complaint Mr. [redacted] has placed. Mr. [redacted] has had an issue understanding his account ledger since 08/23/2016; we take every customer's concerns very seriously therefore we document every customer's conversation regarding their account. Mr. [redacted] in fact has...

made payments ahead of time of his due dates, however Mr. [redacted] has not always kept a balance ahead of his payments due. I am attaching a copy of his account ledger and notes for your perusal; we have made various attempts in explaining the interest vs. principal allocations to his account. Traditionally on a simple daily contract the monies will be applied to the interest heavier than the principal, as the loan amount reduces the monies shift the other way. Even though the account managers have made various attempts in explaining the ledgers to Mr. [redacted], he simply refuses to take our explanation. We have offered to send him a ledger of his account and also if he has a receipt that he does not see applied to his ledger we will make those corrections accordingly. Sincerely, [redacted]

Ms. [redacted] did have her engine repaired in March of 2017.  The repair came with a 6-month, 6,000 mile warranty.  The mileage on the vehicle when it was serviced in March was 156,976 miles.  Current mileage on the vehicle is 171,171 miles.  Distance traveled on the...

repairedengine is 14,195 miles, or 8,195 miles over the allotted warranty amount.  Due to the miles put on the car, the warranty is expired and we are not able to assist in any further claims at this time.

Complaint: [redacted]
I am rejecting this response because: there is another issue when I talked to the supervisor at Paaco he told me the engine was brand new I specifically asked if the engine would be brand new or repaired and he told me it would brand new so now I'm finding out it was rebuilt and regardless of the fact that I didn't call back the same exact day they are suppose to tell you that if you don't call by a specific date it is no longer available I work in customer service and I know there are certain ways to deal with things and then when you go in there all the employees have attitudes 
Regards,
[redacted]

We are in receipt of the customer complaint dated 6/8/16 and thank you for the opportunity to review and respond to this inquiry. Ms. [redacted] was interested in purchasing a vehicle from our PAACO Temple location. She agreed to a down payment of $1000 and her credit/debit card was...

processed on June 1. Ultimately the purchase did not reach completion. The Sales Manager voided the transaction on the credit card machine that same afternoon, however the funds had already been withdrawn from Ms. [redacted]’s account by our third-party credit card processor. Because the payment was made with a credit/debit card, PAACO is unable to give Ms. [redacted] a cash refund as she requested in her complaint.  Due to bank procedures with credit/debit card processing, sometimes there is a delay in funds being returned to a customer’s account as quickly as they are withdrawn. Both our PAACO Temple location and our Corporate Accounting Department have been in contact with our third-party credit card processor and are working to ensure the customer receives a full refund of her $1000 to her credit/debit card. Again, we thank you for the opportunity to respond to Ms. [redacted]’s inquiry. BTS Motors LLC dba PAACO believes our good standing with the Revdex.com is only strengthened by our ability to respond to customer inquiries in a timely manner.

The customer has been issued a loaner vehicle while we are servicing the A/C as promised. We will make sure his needs are met and our word is kept.

Complaint: [redacted]
I am rejecting this response because: Regardless of that a motor should last way more than 6 months I would have paid $2500 just for it to happen again because the job was half done and supposedly it was a new motor like I said a motor should last way more than 6 months this car is a lemon and I’m still paying on the current one that went out so why should I pay another $2500 for it to happen again y’all know it’s a lemon that’s why they changing their name cause they have such a bad name wish I knew before I even got the car.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I find it very disturbing I have not had the jeep in my possession for even  a month with it being in and out of shops , the normal wear and tear are not caused by me the rioters needed to be repaired when I bought the car and I took it in to have it looked and and the reason for not having knowledge is because I did not tell corporate I simple called Paccos manager in Jacksonville as instructed if I had any concerns  and I did so . As for the wreck failure to maintain speed I was not speeding due to the fact the wreck was my fault is why I got the ticket how could u Be speeding when ur turning and can't get the wheel to pop back in place I was going 10 miles a hour when I hit the other vehicle causing minor damage ! Paccos is not a business that I would ever use again they are liars and pretend do do business right when in fact they don't 
[redacted]

We are in
receipt of the customer complaint dated 06/16/2017 and thank you for the
opportunity to respond. BTS Motors LLC dba PAACO’s goal is to offer, sell and
finance quality used motor vehicles. Our Collections Department continues this relationship
by reaching out to our customers after the...

sale and during the course of their
contract.On 08/07/15,
this customer financed a used 2009 Dodge Charger with 86,546 miles from PAACO
in Waco. PAACO’s Collections Department will allow payment arrangements for customers
who have circumstances that affect their ability to pay on time; an Account
Manager will set a “promise to pay”, allowing customers to make their payment
on a specific future date. Over the past 2 ½ years, this customer has had
several arrangements and understood the process. On 5/29, this customer
accepted a “promise to pay” for 6/9 and then was given an extra day – her
payment of $435 was due on 6/10 and she knew it ahead of time.When she
didn’t keep the arrangement, the Collections Dept reached out to her by mail
and by phone; by 6/15, the past due amount was $649.58. The customer was given
the option of making the full payment or bringing the vehicle in for storage. At
first she wanted leave her car at the sales lot; by that evening, she paid $650
and kept her car. She paid what was due on her account at that time and no
refund will be issued.Regarding the
rebuilt engine repair, many repair shops will use rebuilt parts in order to
keep down the cost; this is an acceptable industry practice and isn’t unusual.
In addition, PAACO paid the full cost of the repair up front, so the customer
wouldn’t have to pay the total repair bill all at once. She agreed to repay
PAACO back over time.We thank you
for the opportunity to reply. BTS Motors LLC dba PAACO believes our good
standing with the Revdex.com is only strengthened by our ability to respond to
customer inquiries in a timely manner.

We have made multiple attempts to contact the customer via email and phone regarding any issues with this vehicle.  We have made multiple appointments with the client to bring the vehicle in for inspection and to get them in the system to do a warranty claim.  The client has refused...

to bring the vehicle in for inspection and has missed every scheduled appointment.  Additionally, the client has missed multiple payments on the vehicle.  We have not been able to properly service the vehicle due to the customer's refusal to cooperate.

BTS Motors LLC dba PAACO welcomes the opportunity to respond to all customer concerns. Please be advised that [redacted] who made this complaint is not listed as a Buyer or Co-buyer on the Contract. BTS Motors is licensed by the state of Texas to sell and finance used motor vehicles. The GMC...

Sierra was purchased by [redacted] at our Granbury location on 6/15/16.Attached is a Vehicle Inspection report dated 5/26/16 from an independent inspection station showing the vehicle passed inspection; it would not pass without a muffler. Theft of exhaust systems is not uncommon now and could have happened after the vehicle was purchased. Also attached is an email from C&S Automotive Repair – the vehicle was brought in 6/27 and checked out by a technician; the vehicle shifted fine and there were no stored codes or check engine lights on.After receiving the Revdex.com complaint, our Granbury Sales Manager immediately called our Buyer and left messages so that any on-going mechanical concerns can be handled in a timely manner. The vehicle has a 6 month / 6,000 miles warranty (whichever comes first).Again, BTS Motors LLC dba PAACO thanks you for the opportunity to respond to this person’s inquiry. We hope to hear back from our Buyer and assure her that we take her vehicle concerns seriously.