We have already addressed Mr***'s concerns regarding his Impala. Mr*** agreed to surrender the Impala to us, we agreed to accept the vehicle in full satisfaction of the account. He then selected a different vehicle. We will gladly release the lien and deliver the
title to Mr*** once he fulfills the terms of the Motor Vehicle Retail Installment Sales Contract. We will be happy to assist Mr*** and answer any questions he has regarding his balances. We ask that he contact us directly at: ###-###-####
Complaint: ***
The case was dismissed due to my financial situation changed and was no longer neededI am rejecting this response because: The debt was at 0% as reported by the businessThey did not contact me prior to taking the property nor have they tried contacting me afterwardsThe account was closed in June of as paid in full with balanceI will not pull my complaint and will be looking at options with my attorneyThis is shady practice and will not recommend this business to anyoneThey opened new account after they took the property and added new funds.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: 1st of all I tried to get TAC to just look at the vehicle as it was out of the 2yr 24K warranty and I wanted to see was it the same problem that had been "fixed" beforeAssuming it was the same problem I figured the parts would be under warrantyI wasn't afforded that right as two service reps from each facility relayed to me since the vehicle was paid off TAC was not obligated to look at itThese conversations are told to the customer that they are being recorded can you pull up those records also? I would not make this up and have no reason to, I liked the vehicle and wanted it dearlyI just now know I was not treated fairlyWith that said I did my research before filing this complaint to cover the finagling that most businesses will do to save faceI didnt know this at the time but I know quite a few people who have had problems of the mechanical failure kind with a purchase from TACThis is in and around the Central Texas areaThe likes of Gonzales, Seguin, New Braunfels and San MarcosThe only difference between myself and them as that they hadn't paid the vehicles off and in some instances TAC replaced the vehicle for the customerI don't want that because I don't trust the company anymoreI might be inclined to let them put the head gasket in or replace the engine under a warranty if I was allowed to visit with the manager of the service deptI dont want to go down this road but seems I have no choiceI am now stuck with a vehicle that can't be driven out of town or anywhere and I still have a loan payment to my bank that is due monthlyThat's a lityle redundant to be paying a loan on a vehicle that doesn't runNow on to why I feel this way, I didn't want to believe that I had been hadThis is why I went to three different mechanics and before I told them what happened I asked them to diagnose itThey all told me the same thing and we put the pieces together why some of the things that happened were happeningWhen the original repairs were done on the vehicle it had ran hot and my wife shut the vehicle down after she exited the interstateIt had to be towed in as the gauges read off the charts after cranking after letting it coolBefore she cranked I had her check to see if there was fluid inside the radiator and reservoirIt was still full on both partsSo my question was how can it run hot with coolant not leaking or not have leaked out? TAC said a busted radiator and a thermostat housingDoes that mean you checked to see if the head gasket had blown and was there not anymore engine problems? I think that is a fair question, by your own admission you said it had ran hot after I told you what happened when you went and picked it upNext when I got the vehicle back after weeks I noticed that when you stepped on the gas you could hear the coolant cycling through the vehicleI chalked this up to the new radiatorTo my dismay this was not, the coolant was actually releasing through the gasket as it was brokenSo at times this is why I smelled coolant and why you had a smell at times like the carpet was wetThen it was a leak that started, I thought this was the water pump and it was, I had that changed outThen soon after the system went haywire again reading that the car was overheating, after it was parked checked the coolant levels and they were still fullThese mechanics all said your head gasket had been broken and this is where we are todayI don't want money I want my vehicle back and running like it is supposed toI don't have money to make the car payment and pay for different expensive repairsMy wife is in school and we have to kids in schoolShe has to get to school and her part time jobI just want to be done right byI asked for it to be looked at and was told no, I take it to different mechanics and get horrible newsIf you truly are sorry for what I am experiencing then show me, fix my vehicle right and put it under warrantyI am showing good faith, show me someIf you don't want to do that you can give me my down payment back so I can put it towards the $a car dealer would give me for the vehicleI will be so upside down to get out of the vehicle and to in that works but I have to do somethinh because I am tired, so tired of the back and forthI didn't go on record with the news because I thought it had been worked out, I didn't want to be that kind of personShow me the same compassion and help me if you truly are sorry
Regards,
*** ***
We regret that she has an unfavorable experience with our officeWe have reached out to *** *** and will facilitate the necessary contract amendment by e-mail to avoid any inconvenience. We have also offered a specific point of contact that can be available to help her when needed,
and have used her concerns as a training opportunity for our staff. We strive to deliver quality customer service and again regret if that is not what *** *** experienced
Complaint: ***
I am rejecting this response because: once again TAC is trying to finagle out of thisRevdex.com forwarded my complaint and reopened my complaint due to me attaching a copy of the warranty I signedThe warranty I signed said months 12k milesThe message you sent prior to that response was that I had a 24mth 24k warrantySo to answer your question that's why I didn't come backI had eclipsed 12k milesSo my question is, was I mislead by the company? I was in warranty but believing that I wasn't I wasn't going to drive all the way to Austin TXMy 2nd question is has my name been forged on some documents? I didn't visit Austin nor San Marcos days after the original repairs to purchase a fuel capDo you have the wrong customer or are these fictitious statementsThe vehicle never had a gas cap and still doesn'tMy bank already paid you for the vehicle so I am the one in the redEven if you gave me my down payment back you would still be ahead with that junk you sold me*** *** even sold me on it being a 3yr note and now you say it was 4yrsThat was the excuse to why the payments were $on a 7yr old vehicleI am now seeing the practices that this company employs. Like I said I know people who have had the same problems with the company as meThey will go on the record in the event of me suingI am fed up and really contemplatingI gave the defenders my story all I have to do is sign off for them to investigateI will be going to Facebook and Google and letting all know about this companyIf I was a valued customer the company would make amendsAs the prior response from TAC states they must have knowledge of how vehicles work and what problems cause whatThe ending and title of the author of the response said legal teamBut the way she broke down why the vehicle couldn't have had engine problems I have to ask do you moonlight as an automotive technician? So I'll ask another question why did the vehicle both times it read overheating how did it overheat with coolant still inside the vehicle? There has to be an underlying problemEven if the thermostat was bad it would read hot but would not overheat because of the coolantIt's a cause and effect dealMake the better business decision because I priced a motor and labor, its grandGive me back my down payment and I will leave it alone for goodEven sign a forfeiture waiver, cause no matter what happens I still have to pay back my bank that financed amountIf you can look at yourself in the mirror knowing you have wronged a customer and just let it beyou have a peculiar way of showing I am valuedThen to assassinate my character like I am just out for money? I wish I wasn't doing this, I wish my vehicle workedDo the honorable thing because I'm 15k in and you already got paid three times amount the vehicle is worth including that 20% interestI'll be awaiting your response as I have the next step readyI thought this through and no longer will big business step on the little guyMy pro Bono counsel has recommended I try to settle with youBut if that doesn't work I and the defenders have no other option
Regards,
*** ***
Tell us why here.*** ** ***TAC Compliance GroupChief Legal Compliance Officer*** *** ***Austin, Texas 78715 August 2, 2016 RE: Complaint #*** Dear Revdex.com, Texas Auto Center would like to continue to offer to assist Mr*** with his vehicle issues. However, our goodwill truly has reached its limit. We are pleased to service Mr***’s vehicle pursuant to any valid warranty and our applicable standard labor rates. Mr*** is correct that he signed a limited month 12,mile limited warranty for his vehicle. However, he also signed a Vehicle Service Contract for months and 24,miles and signed the Buyers Guide (window sticker posted on the vehicle) listing the warranty terms for months and 24,miles Where the limited warranty applies, coverage under the Vehicle Service Contract does not provide coverage. The Vehicle Service Contract is wrap coverage that, in effect, extends Mr***’s limited warranty coverage to months and 24,miles. In fact, when Mr*** brought his vehicle in for the new radiator and thermostat installation provided under our coverage he was miles beyond 12,miles, so clearly he did not have only a month 12,mile warranty. Please reference the signed repair invoice mileage (83,973) and compare with the Odometer Disclosure Statement provided with this response (71,083). As Mr*** states that he may be confused regarding whether his vehicle is still under warranty, we encourage him to contact our warranty department so that we can assist him. Mr*** may very well be under warranty, but we are unable to assist him until he brings his vehicle to our service department. Mr*** states that he does not recall picking up a fuel cap from us and has concerns that we may engage in forging customer signatures. Our service records indicate that we ordered a fuel cap for Mr*** at no cost to him as shown by the goodwill sales category on Invoice No*** (“GW-Sales, $35.16”). The goodwill provision of a free fuel cap does not require a customer signature. Mr*** can rest assured that Texas Auto Center absolutely does not forge customer signatures nor have we purported that Mr*** has signed something that he has not. The invoice supplied in one of our prior responses clearly shows a blank signature line. While we do not have a signature from Mr*** for this service, the fuel cap that was ordered for him was not restocked, so we feel confident that he stopped by to collect it. Even if he did not visit our service department and the fuel cap somehow got lost as it was not restocked, Mr*** still refrained from returning to our service department for further assistance with his vehicle. Mr*** had received service repairs under warranty, was still clearly under warranty, yet he did not bring his vehicle back to our service department when he states that his vehicle began experiencing issues just three weeks after our service. We truly regret that Mr*** has experienced such difficulties, so we would like to invite him to bring his vehicle to our service department and we will be pleased to assist him. Mr*** states that he has some confusion surrounding the length of his contract. The length of Mr***’s Retail Installment Sales Contract has not been at issue previously, and bears no relation to his current troubles regarding his vehicle. However, on the first page initialed by Mr*** as being read and understood, it clearly shows that monthly payments of $and final payment of $comprise all payments due. Also, on page of this same Contract, Mr*** signs that “I will not sign this contract before I read it [and] I agree to the terms of this contract I confirm that before I signed this contract, you gave it to me, and I was free to take it and review it.” We have provided this document for his review in the event it is helpful to him. Mr*** is a valued customer of ours and we look forward to the opportunity to assist him. It appears that Mr*** may not only have parts warranties that we may be able to pursue on his behalf, but also as he has been under the impression that he was outside of all applicable warranties, that he may still be under the month, 24,mile coverage we provide. If Mr*** is within his warranty, then he would only be responsible for his deductible and would not be responsible for any parts and labor. Again we truly regret that Mr*** is experiencing these difficulties, nonetheless, we still stand behind our prior responses. Please have Mr*** contact our service manager and our warranty department at *** ***. We are eager to assist him in diagnosing any issues, determining his warranty eligibility and pursuing any applicable warranties on his behalf. Sincerely, *** ** ***Chief Legal Compliance Officer
Mr*** dismissed his own case prior to completing the plan, therefore converting back to the terms of the original contract. Due to privacy laws, we cannot discuss specific details regarding his account in this response, however we are happy to assist Mr*** directly. We ask that he please contact us at ###-###-#### for assistance. Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I will speak with them and see what the next step is for me ..
Regards,
*** ***
Ms. [redacted] purchased the 2003 Infinity G35 on 4/18/2015. The sales price was $12,999 not $19,000 as she attests. The confusion may be in the finance charge. Finance charge/interest is a function of time and yes the total sum of payments, including the finance charge over the 3.5 year term is...
$18,418. At any point Ms. [redacted] can pay the note off early or seek refinancing elsewhere at a lower rate and avoid much or all of the interest. Ms. [redacted] executed the contract at point of sale with all terms fully disclosed. We do not understand why she would submit a complaint 5 months later when we have no opportunity to to undo the sale. While there is no applicable right of rescission on the purchase, had she said something on or about April 18th we would have been open to unwinding the deal. Additionally, Ms. [redacted] has purchased several cars from us, all sold under the same business model. It is unclear why she is taking exception to this purchase only. With regards to Ms. [redacted]'s comments about Kelly Blue Book, Kelly Blue Book is merely an appraisal tool for consumers and has no regulatory authority over the market. Our pricing is consistent with the costs and risks associated with our business. Please have Ms. [redacted] contact our office at 512.687.9950 if she needs any additional information.
Ms. [redacted] purchased her 2006 Acura on February 11th, 2016. She is mistaken when she says the car was sold with a 3 month warranty. It in fact was sold with a 24month/24,000mile warranty. Like any warranty not all components are covered and there is a deductible. The...
deductible for all covered work is $200. That is perhaps the $200 she mentions. Alternators are a covered component and provided she has not exceeded the mileage limit, the work should be covered. Any non-warranty work that we perform is “customer pay”, but we are able to finance most repairs and our pricing is far lower than a conventional retail garage. It is unfortunate that Ms. [redacted] is experiencing these difficulties, but with any used vehicle, repairs and maintenance needs are not unusual and cannot be predicted. For this reason, we sell all vehicles with a generous but limited warranty. We encourage Ms. [redacted] to contact our San Marcos Service Department at ###-###-#### for assistance. Since, Ms. [redacted] resides in San Antonio our San Marcos location is the most convenient.
[redacted] TAC Compliance Group Chief Legal Compliance Officer [redacted] Austin, Texas 78715 July 28, 2016 RE: Complaint #[redacted] Dear Revdex.com, Texas Auto Center has offered to work extensively with Mr. [redacted] and we would like to continue to offer to assist him. However, our goodwill has reached its limit so we will be glad to assist Mr. [redacted] within reason. We do not find the return of his $2,500.00 down payment to be a reasonable request in this circumstance. We are also not obligated to diagnose Mr. [redacted]’s vehicle for free, however as he is a valued customer of ours, we are pleased to diagnose, pursue warranties and service his vehicle at the standard labor rate of $60.00 per hour for out of warranty vehicles. As we previously stated, he purchased a vehicle that began having overheating issues sometime in May of last year. Mr. [redacted] brought his vehicle in for a repair in June of last year. Ten days later he returned to our service facility and purchased a replacement fuel cap, as evidenced in the service records we provided with our last response. This was the perfect opportunity for Mr. [redacted] to report that something was amiss. Unfortunately, this was the last time Mr. [redacted] visited our service department. At no subsequent time did Mr. [redacted] bring in his vehicle for the diagnosis of any issue he was having. Alternatively, Mr. [redacted] went to another service department for a repair and he has taken his vehicle to three different mechanics for the diagnosis of his most recent mechanical problems. Mr. [redacted] is free to choose who services his vehicle, however it is a little unfair to claim that it is our fault that his vehicle now has a blown head gasket a year after we serviced it, and especially with no further service visits evidencing issues with our service or further warranty issues with the vehicle. Mr. [redacted] states that almost immediately following our radiator and thermostat housing installation that he began to hear his coolant in his vehicle, which he identified as being out of the ordinary for his vehicle and was the result of a blown head gasket. However, again, Mr. [redacted] did not bring in his vehicle regarding the sounds he was hearing, so we did not have the opportunity to assist him. Mr. [redacted] then states that “at times [he] smelled coolant” in his vehicle, which he also identified as out of the ordinary for his vehicle and now attributes this to the head gasket being blown at that time. Again, Mr. [redacted] did not bring his vehicle to our service department so that we could diagnose what he was experiencing. Mr. [redacted] next mentions that a leak then became an issue and that he had his water pump replaced on his vehicle. Mr. [redacted] did not bring his vehicle to Texas Auto Center to have this repair made, so again we are unaware of the state of his vehicle at the time of that repair, which we assume was likely sometime this spring. Mr. [redacted] says that soon after the water pump failure and replacement by another service shop that his vehicle “went haywire” and began overheating. It appears that Mr. [redacted] is not concerned that his most recent mechanic did not diagnose the blown head gasket or signs of head gasket failure, which seems unusual since the total engine failure happened “soon after” this repair visit. Instead, he feels that we are somehow responsible, yet we have not serviced his vehicle in over 12 months. As we have previously stated, radiator part and installation issues do not take a year to become apparent; instead, they begin to obviously fail almost immediately. Further, if Mr. [redacted]’s head gasket had, in fact, blown three weeks after we serviced his vehicle in June of 2015 as he claims, he would not have been able drive his vehicle for more than a month before catastrophic engine failure occurred. He most certainly would not have been able to drive the vehicle for almost a year with a blown head gasket. Mr. [redacted] also has some apparent confusion surrounding coolant levels. When a vehicle has a blown head gasket, it is impossible for the coolant level to be full. Coolant will either leak externally or internally when a head gasket is blown. Mr. [redacted] states that the coolant level was full immediately prior to our service repair in June of 2015 when he first had overheating issues. Then he states that three weeks following our service that “the coolant was actually releasing through the gasket as it was broken” and attributes the sounds and smells he was experiencing to this coolant leak. Then following the water pump repair he states that when his vehicle subsequently “went haywire” and began overheating that he “checked the coolant levels and they were still full.” Even though Mr. [redacted] cannot seem to decide whether his coolant level was full or whether his head gasket was leaking coolant, he is absolutely mistaken that his coolant levels could have remained full with a blown head gasket which, of course, would have leaked coolant. Thus, if our service work produced a blown head gasket that was leaking coolant three weeks after being serviced by us, he not only would have definitely noticed a leak or drop in coolant levels upon his inspections but his vehicle also would not have continued operating for almost a year. Taken as a whole, we have not had the opportunity to diagnose Mr. [redacted]’s vehicle in any of our service departments in over a year; the parts we serviced would have most certainly failed in well under a year; and if a blown head gasket resulted from our service, Mr. [redacted]’s vehicle could not have been in working order for the past year. The facts presented in Mr. [redacted]’s claim do not add up and it leads us to believe that Mr. [redacted] is again demanding money with no basis to exploit the goodwill we showed him when we refunded his $200.00 deductible for service work that was performed a year ago. Mr. [redacted] is a valued customer of ours, but our goodwill does have reasonable limits. It appears that Mr. [redacted] may be amenable to working with our service department and we would like to offer Mr. [redacted] our continued assistance in this matter. We performed a new radiator and thermostat housing installation along with a few other miscellaneous repairs in June of 2015, as evidenced by the prior submitted service records. We would be pleased to pursue any applicable warranties on any of these parts for Mr. [redacted] at no cost to him. However, as Mr. [redacted] states that he is outside of his warranty, he will have to pay our standard labor rate of $60.00 per hour for any labor he might desire our service department to perform with respect to replacing parts under a part warranty or any other repairs we can assist him with. Again we truly regret that Mr. [redacted] is experiencing these difficulties, nonetheless, we stand behind our last response. Mr. [redacted] stated that he would like to visit with the manager of our service department to discuss his vehicle and we are pleased to assist him. Please have Mr. [redacted] contact our service manager at [redacted]. We are eager to assist him in diagnosing any issues and pursuing any applicable part warranties on his behalf. Sincerely, [redacted] Chief Legal Compliance Officer
Complaint: [redacted]
I am rejecting this response because: I was informed that I was out of my warranty and told that I will have to pay $426 for replacement of the alternator, and serpentine belt. Then when I paid for the repairs of my vehicle I was still having issues with the belt squealing and I informed the service department that I could not bring my car in right away because I work and you guys want your car payment every 2 weeks, so I couldn't afford to miss a day when they had already had my car for 4 days. So with the squealing, my car started messing up more I brought it to Auto Zone and the worker informed me that a whole pulley had come off and that was the cause of the belt squealing since June when I had already had the car repair in June. A WHOLE PULLEY CAME OFF because it was old and you can see that it was old and should have been replaced when they had my vehicle. So I came out of my pocket to fix the pulley because I could not afford to have my car towed to San Marcos and the manager of the service department in San Marcos told me I would be billed 290 something dollars. I DON'T HAVE THAT TYPE OF MONEY it's bad enough I'm paying 210 every 2 weeks. Also I called finance to talk to them about payments because of the repair of the vehicle. Your manager at the S IH-35 location named Tony begin to ask me questions about my personal life like "where is my baby father and why isn't he helping me?" he also told me he knows it's none of his busy to ask but "he should be helping me." He has gotten into my personal business A FEW TIMES which I find so inappropriate. I have been stressed and crying with this vehicle because NOW even with the pulley being fixed the transmission is going out and do I have time at 7 months of my pregnancy to go sit in San Marcos with no ride home because they will not be able to fix the issue right away and go home, leaving me with no vehicle to get home? The answer to that would be "no". All I am asking for is the down payment back and the repair cost that I have paid and a clean slate without this being on my credit, nothing more. I have made the car payments so you guys have gotten well of enough money from me, I would like to just get away and enjoy the birth of my child without having to deal with the stress and burden of an unreliable vehicle. As if I need to even take the chances of having my 3 year old and newborn to be sitting on the side of the highway. Please reconsider, not asking for payments on the car that I made back because at the end of the day I was driving the vehicle. Also I noticed on my car payment receipts that the primary loan keeps going down and then back up which I am having a hard time understanding when I am paying on both the side loan and primary loan and insurance.
Regards,
[redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because: Again you guys are just seeking money from people who are barely making it as is. I see you guys did not respond to your inappropriate finance manager and now when I call get redirected right to him. I'm so done with this situation. I forgot to mention that fact that I got a Lexus GS300 of which you guys kept resetting the check engine light on which I believe is illegal ehich is why you guys offered me the Acura and made me pay a down payment of 1000 for. Poor customer service and poor management. I only stayed and really needed a vehicle and yall con me into believing the Lexus would be on my credit. I'll take this matter into my own hands then.
Regards,
[redacted] [redacted]
Revdex.com:we came to an agreement and everything should be settled on Friday 8/19
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The auto was paid in full as listed by the dealer to the credit agency and to bankruptcy court. If the dealer had an issue with this they should have contacted me prior to stealing the property.
Regards,
[redacted] [redacted]
Re: Revdex.com Complaint #[redacted] Ms. [redacted] purchased her vehicle in October 2016. Along with the purchase came a free 24 month/24,000 mile warranty that would have covered the necessary repairs. We replaced the transmission...
once before and repairs were covered under warranty at that time. Ms. [redacted] has driven 34,701 miles since we last replaced the transmission. Unfortunately, she has exceeded warranty mileage so filing a claim under the warranty is not an option. In some cases “trading out” a customer may be an option depending on the remaining principal balance of the current note. Unfortunately, the amount of miles driven in seventeen months has depreciated the vehicle faster than the amortization schedule has paid down the principal. There is just too much “negative equity” to get our finance company or any other lender for that matter to absorb, hence the necessity for a larger down payment. Even in situations where a trade out is an option there is the issue of sales tax, title and license. Those fees combined alone are typically around $1,000. We have, however, reached out to the finance company and they have agreed to suspend payments while the truck is being repaired. They have also agreed to finance the repairs and are currently negotiating the details of that with Ms. [redacted]. It is our practice to do everything possible to assist and accommodate our customers and we will continue to do so with Ms. [redacted]. [redacted]
Ms. [redacted], a former employee, did purchase a vehicle from Texas Auto Center. The purchase date on record does differ from that she is providing in her complaint. We apply the same account servicing and collection standards to all customers regardless of their place of employment....
We would like to clarify that our Finance Department did not 'hang up' on Ms. [redacted] as she states in her complaint. Unfortunately, our phone system failed, disconnecting her call as we explained to her when she called back. Once again, we apologize for the disconnection. We stand ready to assist Ms. [redacted] in anyway possible that is within our servicing and collection policy. We ask that she contact us at ###-###-#### for further assistance. Thank you.
Mr. [redacted] dismissed his own case prior to completion, reverting his account back to the terms of the original contract. We will be happy to assist Mr. [redacted]. We ask that he please contact us directly at ###-###-####. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We have already addressed Mr***'s concerns regarding his Impala. Mr*** agreed to surrender the Impala to us, we agreed to accept the vehicle in full satisfaction of the account. He then selected a different vehicle. We will gladly release the lien and deliver the
title to Mr*** once he fulfills the terms of the Motor Vehicle Retail Installment Sales Contract. We will be happy to assist Mr*** and answer any questions he has regarding his balances. We ask that he contact us directly at: ###-###-####
Complaint: ***
The case was dismissed due to my financial situation changed and was no longer neededI am rejecting this response because: The debt was at 0% as reported by the businessThey did not contact me prior to taking the property nor have they tried contacting me afterwardsThe account was closed in June of as paid in full with balanceI will not pull my complaint and will be looking at options with my attorneyThis is shady practice and will not recommend this business to anyoneThey opened new account after they took the property and added new funds.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: 1st of all I tried to get TAC to just look at the vehicle as it was out of the 2yr 24K warranty and I wanted to see was it the same problem that had been "fixed" beforeAssuming it was the same problem I figured the parts would be under warrantyI wasn't afforded that right as two service reps from each facility relayed to me since the vehicle was paid off TAC was not obligated to look at itThese conversations are told to the customer that they are being recorded can you pull up those records also? I would not make this up and have no reason to, I liked the vehicle and wanted it dearlyI just now know I was not treated fairlyWith that said I did my research before filing this complaint to cover the finagling that most businesses will do to save faceI didnt know this at the time but I know quite a few people who have had problems of the mechanical failure kind with a purchase from TACThis is in and around the Central Texas areaThe likes of Gonzales, Seguin, New Braunfels and San MarcosThe only difference between myself and them as that they hadn't paid the vehicles off and in some instances TAC replaced the vehicle for the customerI don't want that because I don't trust the company anymoreI might be inclined to let them put the head gasket in or replace the engine under a warranty if I was allowed to visit with the manager of the service deptI dont want to go down this road but seems I have no choiceI am now stuck with a vehicle that can't be driven out of town or anywhere and I still have a loan payment to my bank that is due monthlyThat's a lityle redundant to be paying a loan on a vehicle that doesn't runNow on to why I feel this way, I didn't want to believe that I had been hadThis is why I went to three different mechanics and before I told them what happened I asked them to diagnose itThey all told me the same thing and we put the pieces together why some of the things that happened were happeningWhen the original repairs were done on the vehicle it had ran hot and my wife shut the vehicle down after she exited the interstateIt had to be towed in as the gauges read off the charts after cranking after letting it coolBefore she cranked I had her check to see if there was fluid inside the radiator and reservoirIt was still full on both partsSo my question was how can it run hot with coolant not leaking or not have leaked out? TAC said a busted radiator and a thermostat housingDoes that mean you checked to see if the head gasket had blown and was there not anymore engine problems? I think that is a fair question, by your own admission you said it had ran hot after I told you what happened when you went and picked it upNext when I got the vehicle back after weeks I noticed that when you stepped on the gas you could hear the coolant cycling through the vehicleI chalked this up to the new radiatorTo my dismay this was not, the coolant was actually releasing through the gasket as it was brokenSo at times this is why I smelled coolant and why you had a smell at times like the carpet was wetThen it was a leak that started, I thought this was the water pump and it was, I had that changed outThen soon after the system went haywire again reading that the car was overheating, after it was parked checked the coolant levels and they were still fullThese mechanics all said your head gasket had been broken and this is where we are todayI don't want money I want my vehicle back and running like it is supposed toI don't have money to make the car payment and pay for different expensive repairsMy wife is in school and we have to kids in schoolShe has to get to school and her part time jobI just want to be done right byI asked for it to be looked at and was told no, I take it to different mechanics and get horrible newsIf you truly are sorry for what I am experiencing then show me, fix my vehicle right and put it under warrantyI am showing good faith, show me someIf you don't want to do that you can give me my down payment back so I can put it towards the $a car dealer would give me for the vehicleI will be so upside down to get out of the vehicle and to in that works but I have to do somethinh because I am tired, so tired of the back and forthI didn't go on record with the news because I thought it had been worked out, I didn't want to be that kind of personShow me the same compassion and help me if you truly are sorry
Regards,
*** ***
We regret that she has an unfavorable experience with our officeWe have reached out to *** *** and will facilitate the necessary contract amendment by e-mail to avoid any inconvenience. We have also offered a specific point of contact that can be available to help her when needed,
and have used her concerns as a training opportunity for our staff. We strive to deliver quality customer service and again regret if that is not what *** *** experienced
Complaint: ***
I am rejecting this response because: once again TAC is trying to finagle out of thisRevdex.com forwarded my complaint and reopened my complaint due to me attaching a copy of the warranty I signedThe warranty I signed said months 12k milesThe message you sent prior to that response was that I had a 24mth 24k warrantySo to answer your question that's why I didn't come backI had eclipsed 12k milesSo my question is, was I mislead by the company? I was in warranty but believing that I wasn't I wasn't going to drive all the way to Austin TXMy 2nd question is has my name been forged on some documents? I didn't visit Austin nor San Marcos days after the original repairs to purchase a fuel capDo you have the wrong customer or are these fictitious statementsThe vehicle never had a gas cap and still doesn'tMy bank already paid you for the vehicle so I am the one in the redEven if you gave me my down payment back you would still be ahead with that junk you sold me*** *** even sold me on it being a 3yr note and now you say it was 4yrsThat was the excuse to why the payments were $on a 7yr old vehicleI am now seeing the practices that this company employs. Like I said I know people who have had the same problems with the company as meThey will go on the record in the event of me suingI am fed up and really contemplatingI gave the defenders my story all I have to do is sign off for them to investigateI will be going to Facebook and Google and letting all know about this companyIf I was a valued customer the company would make amendsAs the prior response from TAC states they must have knowledge of how vehicles work and what problems cause whatThe ending and title of the author of the response said legal teamBut the way she broke down why the vehicle couldn't have had engine problems I have to ask do you moonlight as an automotive technician? So I'll ask another question why did the vehicle both times it read overheating how did it overheat with coolant still inside the vehicle? There has to be an underlying problemEven if the thermostat was bad it would read hot but would not overheat because of the coolantIt's a cause and effect dealMake the better business decision because I priced a motor and labor, its grandGive me back my down payment and I will leave it alone for goodEven sign a forfeiture waiver, cause no matter what happens I still have to pay back my bank that financed amountIf you can look at yourself in the mirror knowing you have wronged a customer and just let it beyou have a peculiar way of showing I am valuedThen to assassinate my character like I am just out for money? I wish I wasn't doing this, I wish my vehicle workedDo the honorable thing because I'm 15k in and you already got paid three times amount the vehicle is worth including that 20% interestI'll be awaiting your response as I have the next step readyI thought this through and no longer will big business step on the little guyMy pro Bono counsel has recommended I try to settle with youBut if that doesn't work I and the defenders have no other option
Regards,
*** ***
Tell us why here.*** ** ***TAC Compliance GroupChief Legal Compliance Officer*** *** ***Austin, Texas 78715 August 2, 2016 RE: Complaint #*** Dear Revdex.com, Texas Auto Center would like to continue to offer to assist Mr*** with his vehicle issues. However, our goodwill truly has reached its limit. We are pleased to service Mr***’s vehicle pursuant to any valid warranty and our applicable standard labor rates. Mr*** is correct that he signed a limited month 12,mile limited warranty for his vehicle. However, he also signed a Vehicle Service Contract for months and 24,miles and signed the Buyers Guide (window sticker posted on the vehicle) listing the warranty terms for months and 24,miles Where the limited warranty applies, coverage under the Vehicle Service Contract does not provide coverage. The Vehicle Service Contract is wrap coverage that, in effect, extends Mr***’s limited warranty coverage to months and 24,miles. In fact, when Mr*** brought his vehicle in for the new radiator and thermostat installation provided under our coverage he was miles beyond 12,miles, so clearly he did not have only a month 12,mile warranty. Please reference the signed repair invoice mileage (83,973) and compare with the Odometer Disclosure Statement provided with this response (71,083). As Mr*** states that he may be confused regarding whether his vehicle is still under warranty, we encourage him to contact our warranty department so that we can assist him. Mr*** may very well be under warranty, but we are unable to assist him until he brings his vehicle to our service department. Mr*** states that he does not recall picking up a fuel cap from us and has concerns that we may engage in forging customer signatures. Our service records indicate that we ordered a fuel cap for Mr*** at no cost to him as shown by the goodwill sales category on Invoice No*** (“GW-Sales, $35.16”). The goodwill provision of a free fuel cap does not require a customer signature. Mr*** can rest assured that Texas Auto Center absolutely does not forge customer signatures nor have we purported that Mr*** has signed something that he has not. The invoice supplied in one of our prior responses clearly shows a blank signature line. While we do not have a signature from Mr*** for this service, the fuel cap that was ordered for him was not restocked, so we feel confident that he stopped by to collect it. Even if he did not visit our service department and the fuel cap somehow got lost as it was not restocked, Mr*** still refrained from returning to our service department for further assistance with his vehicle. Mr*** had received service repairs under warranty, was still clearly under warranty, yet he did not bring his vehicle back to our service department when he states that his vehicle began experiencing issues just three weeks after our service. We truly regret that Mr*** has experienced such difficulties, so we would like to invite him to bring his vehicle to our service department and we will be pleased to assist him. Mr*** states that he has some confusion surrounding the length of his contract. The length of Mr***’s Retail Installment Sales Contract has not been at issue previously, and bears no relation to his current troubles regarding his vehicle. However, on the first page initialed by Mr*** as being read and understood, it clearly shows that monthly payments of $and final payment of $comprise all payments due. Also, on page of this same Contract, Mr*** signs that “I will not sign this contract before I read it [and] I agree to the terms of this contract I confirm that before I signed this contract, you gave it to me, and I was free to take it and review it.” We have provided this document for his review in the event it is helpful to him. Mr*** is a valued customer of ours and we look forward to the opportunity to assist him. It appears that Mr*** may not only have parts warranties that we may be able to pursue on his behalf, but also as he has been under the impression that he was outside of all applicable warranties, that he may still be under the month, 24,mile coverage we provide. If Mr*** is within his warranty, then he would only be responsible for his deductible and would not be responsible for any parts and labor. Again we truly regret that Mr*** is experiencing these difficulties, nonetheless, we still stand behind our prior responses. Please have Mr*** contact our service manager and our warranty department at *** ***. We are eager to assist him in diagnosing any issues, determining his warranty eligibility and pursuing any applicable warranties on his behalf. Sincerely, *** ** ***Chief Legal Compliance Officer
Mr*** dismissed his own case prior to completing the plan, therefore converting back to the terms of the original contract. Due to privacy laws, we cannot discuss specific details regarding his account in this response, however we are happy to assist Mr*** directly. We ask that he please contact us at ###-###-#### for assistance. Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I will speak with them and see what the next step is for me ..
Regards,
*** ***
Ms. [redacted] purchased the 2003 Infinity G35 on 4/18/2015. The sales price was $12,999 not $19,000 as she attests. The confusion may be in the finance charge. Finance charge/interest is a function of time and yes the total sum of payments, including the finance charge over the 3.5 year term is...
$18,418. At any point Ms. [redacted] can pay the note off early or seek refinancing elsewhere at a lower rate and avoid much or all of the interest. Ms. [redacted] executed the contract at point of sale with all terms fully disclosed. We do not understand why she would submit a complaint 5 months later when we have no opportunity to to undo the sale. While there is no applicable right of rescission on the purchase, had she said something on or about April 18th we would have been open to unwinding the deal. Additionally, Ms. [redacted] has purchased several cars from us, all sold under the same business model. It is unclear why she is taking exception to this purchase only. With regards to Ms. [redacted]'s comments about Kelly Blue Book, Kelly Blue Book is merely an appraisal tool for consumers and has no regulatory authority over the market. Our pricing is consistent with the costs and risks associated with our business. Please have Ms. [redacted] contact our office at 512.687.9950 if she needs any additional information.
Ms. [redacted] purchased her 2006 Acura on February 11th, 2016. She is mistaken when she says the car was sold with a 3 month warranty. It in fact was sold with a 24month/24,000mile warranty. Like any warranty not all components are covered and there is a deductible. The...
deductible for all covered work is $200. That is perhaps the $200 she mentions. Alternators are a covered component and provided she has not exceeded the mileage limit, the work should be covered. Any non-warranty work that we perform is “customer pay”, but we are able to finance most repairs and our pricing is far lower than a conventional retail garage. It is unfortunate that Ms. [redacted] is experiencing these difficulties, but with any used vehicle, repairs and maintenance needs are not unusual and cannot be predicted. For this reason, we sell all vehicles with a generous but limited warranty. We encourage Ms. [redacted] to contact our San Marcos Service Department at ###-###-#### for assistance. Since, Ms. [redacted] resides in San Antonio our San Marcos location is the most convenient.
[redacted] TAC Compliance Group Chief Legal Compliance Officer [redacted] Austin, Texas 78715 July 28, 2016 RE: Complaint #[redacted] Dear Revdex.com, Texas Auto Center has offered to work extensively with Mr. [redacted] and we would like to continue to offer to assist him. However, our goodwill has reached its limit so we will be glad to assist Mr. [redacted] within reason. We do not find the return of his $2,500.00 down payment to be a reasonable request in this circumstance. We are also not obligated to diagnose Mr. [redacted]’s vehicle for free, however as he is a valued customer of ours, we are pleased to diagnose, pursue warranties and service his vehicle at the standard labor rate of $60.00 per hour for out of warranty vehicles. As we previously stated, he purchased a vehicle that began having overheating issues sometime in May of last year. Mr. [redacted] brought his vehicle in for a repair in June of last year. Ten days later he returned to our service facility and purchased a replacement fuel cap, as evidenced in the service records we provided with our last response. This was the perfect opportunity for Mr. [redacted] to report that something was amiss. Unfortunately, this was the last time Mr. [redacted] visited our service department. At no subsequent time did Mr. [redacted] bring in his vehicle for the diagnosis of any issue he was having. Alternatively, Mr. [redacted] went to another service department for a repair and he has taken his vehicle to three different mechanics for the diagnosis of his most recent mechanical problems. Mr. [redacted] is free to choose who services his vehicle, however it is a little unfair to claim that it is our fault that his vehicle now has a blown head gasket a year after we serviced it, and especially with no further service visits evidencing issues with our service or further warranty issues with the vehicle. Mr. [redacted] states that almost immediately following our radiator and thermostat housing installation that he began to hear his coolant in his vehicle, which he identified as being out of the ordinary for his vehicle and was the result of a blown head gasket. However, again, Mr. [redacted] did not bring in his vehicle regarding the sounds he was hearing, so we did not have the opportunity to assist him. Mr. [redacted] then states that “at times [he] smelled coolant” in his vehicle, which he also identified as out of the ordinary for his vehicle and now attributes this to the head gasket being blown at that time. Again, Mr. [redacted] did not bring his vehicle to our service department so that we could diagnose what he was experiencing. Mr. [redacted] next mentions that a leak then became an issue and that he had his water pump replaced on his vehicle. Mr. [redacted] did not bring his vehicle to Texas Auto Center to have this repair made, so again we are unaware of the state of his vehicle at the time of that repair, which we assume was likely sometime this spring. Mr. [redacted] says that soon after the water pump failure and replacement by another service shop that his vehicle “went haywire” and began overheating. It appears that Mr. [redacted] is not concerned that his most recent mechanic did not diagnose the blown head gasket or signs of head gasket failure, which seems unusual since the total engine failure happened “soon after” this repair visit. Instead, he feels that we are somehow responsible, yet we have not serviced his vehicle in over 12 months. As we have previously stated, radiator part and installation issues do not take a year to become apparent; instead, they begin to obviously fail almost immediately. Further, if Mr. [redacted]’s head gasket had, in fact, blown three weeks after we serviced his vehicle in June of 2015 as he claims, he would not have been able drive his vehicle for more than a month before catastrophic engine failure occurred. He most certainly would not have been able to drive the vehicle for almost a year with a blown head gasket. Mr. [redacted] also has some apparent confusion surrounding coolant levels. When a vehicle has a blown head gasket, it is impossible for the coolant level to be full. Coolant will either leak externally or internally when a head gasket is blown. Mr. [redacted] states that the coolant level was full immediately prior to our service repair in June of 2015 when he first had overheating issues. Then he states that three weeks following our service that “the coolant was actually releasing through the gasket as it was broken” and attributes the sounds and smells he was experiencing to this coolant leak. Then following the water pump repair he states that when his vehicle subsequently “went haywire” and began overheating that he “checked the coolant levels and they were still full.” Even though Mr. [redacted] cannot seem to decide whether his coolant level was full or whether his head gasket was leaking coolant, he is absolutely mistaken that his coolant levels could have remained full with a blown head gasket which, of course, would have leaked coolant. Thus, if our service work produced a blown head gasket that was leaking coolant three weeks after being serviced by us, he not only would have definitely noticed a leak or drop in coolant levels upon his inspections but his vehicle also would not have continued operating for almost a year. Taken as a whole, we have not had the opportunity to diagnose Mr. [redacted]’s vehicle in any of our service departments in over a year; the parts we serviced would have most certainly failed in well under a year; and if a blown head gasket resulted from our service, Mr. [redacted]’s vehicle could not have been in working order for the past year. The facts presented in Mr. [redacted]’s claim do not add up and it leads us to believe that Mr. [redacted] is again demanding money with no basis to exploit the goodwill we showed him when we refunded his $200.00 deductible for service work that was performed a year ago. Mr. [redacted] is a valued customer of ours, but our goodwill does have reasonable limits. It appears that Mr. [redacted] may be amenable to working with our service department and we would like to offer Mr. [redacted] our continued assistance in this matter. We performed a new radiator and thermostat housing installation along with a few other miscellaneous repairs in June of 2015, as evidenced by the prior submitted service records. We would be pleased to pursue any applicable warranties on any of these parts for Mr. [redacted] at no cost to him. However, as Mr. [redacted] states that he is outside of his warranty, he will have to pay our standard labor rate of $60.00 per hour for any labor he might desire our service department to perform with respect to replacing parts under a part warranty or any other repairs we can assist him with. Again we truly regret that Mr. [redacted] is experiencing these difficulties, nonetheless, we stand behind our last response. Mr. [redacted] stated that he would like to visit with the manager of our service department to discuss his vehicle and we are pleased to assist him. Please have Mr. [redacted] contact our service manager at [redacted]. We are eager to assist him in diagnosing any issues and pursuing any applicable part warranties on his behalf. Sincerely, [redacted] Chief Legal Compliance Officer
Complaint: [redacted]
I am rejecting this response because: I was informed that I was out of my warranty and told that I will have to pay $426 for replacement of the alternator, and serpentine belt. Then when I paid for the repairs of my vehicle I was still having issues with the belt squealing and I informed the service department that I could not bring my car in right away because I work and you guys want your car payment every 2 weeks, so I couldn't afford to miss a day when they had already had my car for 4 days. So with the squealing, my car started messing up more I brought it to Auto Zone and the worker informed me that a whole pulley had come off and that was the cause of the belt squealing since June when I had already had the car repair in June. A WHOLE PULLEY CAME OFF because it was old and you can see that it was old and should have been replaced when they had my vehicle. So I came out of my pocket to fix the pulley because I could not afford to have my car towed to San Marcos and the manager of the service department in San Marcos told me I would be billed 290 something dollars. I DON'T HAVE THAT TYPE OF MONEY it's bad enough I'm paying 210 every 2 weeks. Also I called finance to talk to them about payments because of the repair of the vehicle. Your manager at the S IH-35 location named Tony begin to ask me questions about my personal life like "where is my baby father and why isn't he helping me?" he also told me he knows it's none of his busy to ask but "he should be helping me." He has gotten into my personal business A FEW TIMES which I find so inappropriate. I have been stressed and crying with this vehicle because NOW even with the pulley being fixed the transmission is going out and do I have time at 7 months of my pregnancy to go sit in San Marcos with no ride home because they will not be able to fix the issue right away and go home, leaving me with no vehicle to get home? The answer to that would be "no". All I am asking for is the down payment back and the repair cost that I have paid and a clean slate without this being on my credit, nothing more. I have made the car payments so you guys have gotten well of enough money from me, I would like to just get away and enjoy the birth of my child without having to deal with the stress and burden of an unreliable vehicle. As if I need to even take the chances of having my 3 year old and newborn to be sitting on the side of the highway. Please reconsider, not asking for payments on the car that I made back because at the end of the day I was driving the vehicle. Also I noticed on my car payment receipts that the primary loan keeps going down and then back up which I am having a hard time understanding when I am paying on both the side loan and primary loan and insurance.
Regards,
[redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because: Again you guys are just seeking money from people who are barely making it as is. I see you guys did not respond to your inappropriate finance manager and now when I call get redirected right to him. I'm so done with this situation. I forgot to mention that fact that I got a Lexus GS300 of which you guys kept resetting the check engine light on which I believe is illegal ehich is why you guys offered me the Acura and made me pay a down payment of 1000 for. Poor customer service and poor management. I only stayed and really needed a vehicle and yall con me into believing the Lexus would be on my credit. I'll take this matter into my own hands then.
Regards,
[redacted] [redacted]
Revdex.com:we came to an agreement and everything should be settled on Friday 8/19
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The auto was paid in full as listed by the dealer to the credit agency and to bankruptcy court. If the dealer had an issue with this they should have contacted me prior to stealing the property.
Regards,
[redacted] [redacted]
Re: Revdex.com Complaint #[redacted] Ms. [redacted] purchased her vehicle in October 2016. Along with the purchase came a free 24 month/24,000 mile warranty that would have covered the necessary repairs. We replaced the transmission...
once before and repairs were covered under warranty at that time. Ms. [redacted] has driven 34,701 miles since we last replaced the transmission. Unfortunately, she has exceeded warranty mileage so filing a claim under the warranty is not an option. In some cases “trading out” a customer may be an option depending on the remaining principal balance of the current note. Unfortunately, the amount of miles driven in seventeen months has depreciated the vehicle faster than the amortization schedule has paid down the principal. There is just too much “negative equity” to get our finance company or any other lender for that matter to absorb, hence the necessity for a larger down payment. Even in situations where a trade out is an option there is the issue of sales tax, title and license. Those fees combined alone are typically around $1,000. We have, however, reached out to the finance company and they have agreed to suspend payments while the truck is being repaired. They have also agreed to finance the repairs and are currently negotiating the details of that with Ms. [redacted]. It is our practice to do everything possible to assist and accommodate our customers and we will continue to do so with Ms. [redacted]. [redacted]
Ms. [redacted], a former employee, did purchase a vehicle from Texas Auto Center. The purchase date on record does differ from that she is providing in her complaint. We apply the same account servicing and collection standards to all customers regardless of their place of employment....
We would like to clarify that our Finance Department did not 'hang up' on Ms. [redacted] as she states in her complaint. Unfortunately, our phone system failed, disconnecting her call as we explained to her when she called back. Once again, we apologize for the disconnection. We stand ready to assist Ms. [redacted] in anyway possible that is within our servicing and collection policy. We ask that she contact us at ###-###-#### for further assistance. Thank you.
Mr. [redacted] dismissed his own case prior to completion, reverting his account back to the terms of the original contract. We will be happy to assist Mr. [redacted]. We ask that he please contact us directly at ###-###-####. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]