We regret that Mr. [redacted] remains unsatisfied. We have done everything possible to assist him. Again, this is a used vehicle. Mr . [redacted] was provided a carfax report at the point of sale and given every opportunity to inspect and test drive the vehicle before signing the contract. After purchase, we can only rely on the warranty. Ultimately, this is a business and our goodwill while quite generous must have limits. We can only hope that the most recent repairs, again performed at no cost to Mr. [redacted], will be the last necessary for some time. We regret that the exchange on March 24th continues to be a source of contention. We require that our staff be sensitive and understanding even in the event of histrionics. We have readdressed that requirement with vigor to all relevant staff in light of this complaint. We extend a sincere apology to Mr. [redacted] if he feels that he was treated improperly. Finally, we do not understand what he means by "release of lien" and "refund". Mr. [redacted] has not paid on the note long enough to build equity so there is no money to "refund"; however if by "release of of lien" he means he would like to return the vehicle and the note be forgiven that may be possible. I would encourage him to contact the finance company, TAC Acceptance Group, LLC at [redacted] to discuss his options.
Complaint: [redacted]
I am rejecting this response because: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" before. Assuming it was the same problem I figured the parts would be under warranty. I 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 it. These 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 dearly. I just now know I was not treated fairly. With that said I did my research before filing this complaint to cover the finagling that most businesses will do to save face. I 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 TAC. This is in and around the Central Texas area. The likes of Gonzales, Seguin, New Braunfels and San Marcos. The 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 customer. I don't want that because I don't trust the company anymore. I 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 dept. I dont want to go down this road but seems I have no choice. I 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 monthly. That's a lityle redundant to be paying a loan on a vehicle that doesn't run. Now on to why I feel this way, I didn't want to believe that I had been had. This is why I went to three different mechanics and before I told them what happened I asked them to diagnose it. They all told me the same thing and we put the pieces together why some of the things that happened were happening. When the original repairs were done on the vehicle it had ran hot and my wife shut the vehicle down after she exited the interstate. It had to be towed in as the gauges read off the charts after cranking after letting it cool. Before she cranked I had her check to see if there was fluid inside the radiator and reservoir. It was still full on both parts. So 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 housing. Does 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 up. Next when I got the vehicle back after 3 weeks I noticed that when you stepped on the gas you could hear the coolant cycling through the vehicle. I chalked this up to the new radiator. To my dismay this was not, the coolant was actually releasing through the gasket as it was broken. So at times this is why I smelled coolant and why you had a smell at times like the carpet was wet. Then it was a leak that started, I thought this was the water pump and it was, I had that changed out. Then 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 full. These mechanics all said your head gasket had been broken and this is where we are today. I don't want money I want my vehicle back and running like it is supposed to. I don't have money to make the car payment and pay for different expensive repairs. My wife is in school and we have to kids in school. She has to get to school and her part time job. I just want to be done right by. I asked for it to be looked at and was told no, I take it to 3 different mechanics and get horrible news. If you truly are sorry for what I am experiencing then show me, fix my vehicle right and put it under warranty. I am showing good faith, show me some. If you don't want to do that you can give me my down payment back so I can put it towards the $2500 a car dealer would give me for the vehicle. I will be so upside down to get out of the vehicle and to in 1 that works but I have to do somethinh because I am tired, so tired of the back and forth. I 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 person. Show me the same compassion and help me if you truly are sorry.Regards,[redacted]
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I don't feel the need to pay for a car when the can't find the issue. I was advised from [redacted] to pay for the car and take it somewhere else to get it looked at then bring it back to them to fix it. I asked him why he would give me a car back if they can't find the issue and he had no explanation. I never said I couldn't pay for May. I told him I could I just don't think it's far that I'm paying for a car they can't seem to repair. He has not once gave me a loaner car or is willing to trade in the car. I refuse to continue to pay for a car that cannot be fixed by the dealership that sold it to me. I've had this problem since I got the car and each time I picked it up they lied and said they fixed it. I was told they drove it in the rain too which was a lie because all this week it rained at 10pm to 2am and they aren't open at that time.
Regards,
Monnarae Martin
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]
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]
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.
[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
We have been working with Mr. [redacted] directly. His primary concern being the "deductible" associated with our warranty, we have agreed to waive that requirement and have placed him in another vehicle of this choice with no out of pocket costs at delivery. It is our belief that Mr. [redacted] is...
We regret that we have been unable to satisfy Mr. [redacted]. A refund remains impossible since he has no equity in the vehicle; however, since Mr. [redacted] remains unsatisfied we are willing to purchase the vehicle from the finance company for the payoff balance in spite of the lack of equity on the note. In doing that Mr. [redacted]'s credit will not be impacted negatively in any way. If that option is of interest to Mr. [redacted] please have him contact TAC Acceptance at [redacted] to coordinate the return of the vehicle. Otherwise, as stated in our previous response we must stand by our warranty and will do our best if/when any additional repairs or maintenance are necessary.
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 regret that Mr. [redacted] is unsatisfied with the warranty we provide. He is correct his vehicle has needed quite a few repairs. The majority of which have been done at no charge. Out of 15 repairs Mr. [redacted] has only been charged for 2 of them that were not covered under the warranty. In fact,...
as a courtesy we have paid for some repairs that were not covered. Mr. [redacted]'s total out of pocket costs so far amount to $600. Because we sell preowned vehicles and cannot anticipate or effectively predict maintenance or repairs that may occur during the life of the note we provide a rather generous warranty. To date the warranty has taken care of over $3500 of the repairs on Mr. [redacted]'s vehicle that he otherwise would have been responsible for on his own. Unfortunately, the vehicle is in our service department at this time for repairs to the power steering pump and rack in pinion system. We anticipate it will be ready soon. Once again, the warranty will cover the affected system. In the meantime we are more than willing to provide a loaner vehicle to Mr. [redacted] on an "as available" basis. The number of loaner vehicles is limited and they are handed out on a first come first serve basis. Mr. [redacted] may check back regarding availability. With regards to Mr. [redacted]'s exchange with our staff on March 24th, we believe that our manager was doing his best to help Mr. [redacted] within the scope of his options. Because Mr. [redacted]'s note has not reached an equitable position, refunds or trades are not realistic options when the vehicle is fixable and covered under warranty without a subsequent down payment to again cover the sales tax and cost of title work. Mr. [redacted] mentioned Uber, we were unaware that Mr. [redacted] uses this vehicle for commercial purposes. It is not titled or insured for such use; however, we will do our best to return Mr. [redacted]'s vehicle to him in the next few days in perfect working order.
We regret that Mr. [redacted] remains unsatisfied. We have done everything possible to assist him. Again, this is a used vehicle. Mr . [redacted] was provided a carfax report at the point of sale and given every opportunity to inspect and test drive the vehicle before signing the contract. After purchase, we can only rely on the warranty. Ultimately, this is a business and our goodwill while quite generous must have limits. We can only hope that the most recent repairs, again performed at no cost to Mr. [redacted], will be the last necessary for some time. We regret that the exchange on March 24th continues to be a source of contention. We require that our staff be sensitive and understanding even in the event of histrionics. We have readdressed that requirement with vigor to all relevant staff in light of this complaint. We extend a sincere apology to Mr. [redacted] if he feels that he was treated improperly. Finally, we do not understand what he means by "release of lien" and "refund". Mr. [redacted] has not paid on the note long enough to build equity so there is no money to "refund"; however if by "release of of lien" he means he would like to return the vehicle and the note be forgiven that may be possible. I would encourage him to contact the finance company, TAC Acceptance Group, LLC at [redacted] to discuss his options.
Complaint: [redacted]
I am rejecting this response because: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" before. Assuming it was the same problem I figured the parts would be under warranty. I 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 it. These 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 dearly. I just now know I was not treated fairly. With that said I did my research before filing this complaint to cover the finagling that most businesses will do to save face. I 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 TAC. This is in and around the Central Texas area. The likes of Gonzales, Seguin, New Braunfels and San Marcos. The 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 customer. I don't want that because I don't trust the company anymore. I 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 dept. I dont want to go down this road but seems I have no choice. I 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 monthly. That's a lityle redundant to be paying a loan on a vehicle that doesn't run. Now on to why I feel this way, I didn't want to believe that I had been had. This is why I went to three different mechanics and before I told them what happened I asked them to diagnose it. They all told me the same thing and we put the pieces together why some of the things that happened were happening. When the original repairs were done on the vehicle it had ran hot and my wife shut the vehicle down after she exited the interstate. It had to be towed in as the gauges read off the charts after cranking after letting it cool. Before she cranked I had her check to see if there was fluid inside the radiator and reservoir. It was still full on both parts. So 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 housing. Does 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 up. Next when I got the vehicle back after 3 weeks I noticed that when you stepped on the gas you could hear the coolant cycling through the vehicle. I chalked this up to the new radiator. To my dismay this was not, the coolant was actually releasing through the gasket as it was broken. So at times this is why I smelled coolant and why you had a smell at times like the carpet was wet. Then it was a leak that started, I thought this was the water pump and it was, I had that changed out. Then 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 full. These mechanics all said your head gasket had been broken and this is where we are today. I don't want money I want my vehicle back and running like it is supposed to. I don't have money to make the car payment and pay for different expensive repairs. My wife is in school and we have to kids in school. She has to get to school and her part time job. I just want to be done right by. I asked for it to be looked at and was told no, I take it to 3 different mechanics and get horrible news. If you truly are sorry for what I am experiencing then show me, fix my vehicle right and put it under warranty. I am showing good faith, show me some. If you don't want to do that you can give me my down payment back so I can put it towards the $2500 a car dealer would give me for the vehicle. I will be so upside down to get out of the vehicle and to in 1 that works but I have to do somethinh because I am tired, so tired of the back and forth. I 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 person. Show me the same compassion and help me if you truly are sorry.Regards,[redacted]
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I don't feel the need to pay for a car when the can't find the issue. I was advised from [redacted] to pay for the car and take it somewhere else to get it looked at then bring it back to them to fix it. I asked him why he would give me a car back if they can't find the issue and he had no explanation. I never said I couldn't pay for May. I told him I could I just don't think it's far that I'm paying for a car they can't seem to repair. He has not once gave me a loaner car or is willing to trade in the car. I refuse to continue to pay for a car that cannot be fixed by the dealership that sold it to me. I've had this problem since I got the car and each time I picked it up they lied and said they fixed it. I was told they drove it in the rain too which was a lie because all this week it rained at 10pm to 2am and they aren't open at that time.
Regards,
Monnarae Martin
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 been in contact with Mr. [redacted] and are working to try to assist him with this matter. Thank you.
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]
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.
[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
We have been working with Mr. [redacted] directly. His primary concern being the "deductible" associated with our warranty, we have agreed to waive that requirement and have placed him in another vehicle of this choice with no out of pocket costs at delivery. It is our belief that Mr. [redacted] is...
satisfied and intending to retract his complaint.
We regret that we have been unable to satisfy Mr. [redacted]. A refund remains impossible since he has no equity in the vehicle; however, since Mr. [redacted] remains unsatisfied we are willing to purchase the vehicle from the finance company for the payoff balance in spite of the lack of equity on the note. In doing that Mr. [redacted]'s credit will not be impacted negatively in any way. If that option is of interest to Mr. [redacted] please have him contact TAC Acceptance at [redacted] to coordinate the return of the vehicle. Otherwise, as stated in our previous response we must stand by our warranty and will do our best if/when any additional repairs or maintenance are necessary.
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 regret that Mr. [redacted] is unsatisfied with the warranty we provide. He is correct his vehicle has needed quite a few repairs. The majority of which have been done at no charge. Out of 15 repairs Mr. [redacted] has only been charged for 2 of them that were not covered under the warranty. In fact,...
as a courtesy we have paid for some repairs that were not covered. Mr. [redacted]'s total out of pocket costs so far amount to $600. Because we sell preowned vehicles and cannot anticipate or effectively predict maintenance or repairs that may occur during the life of the note we provide a rather generous warranty. To date the warranty has taken care of over $3500 of the repairs on Mr. [redacted]'s vehicle that he otherwise would have been responsible for on his own. Unfortunately, the vehicle is in our service department at this time for repairs to the power steering pump and rack in pinion system. We anticipate it will be ready soon. Once again, the warranty will cover the affected system. In the meantime we are more than willing to provide a loaner vehicle to Mr. [redacted] on an "as available" basis. The number of loaner vehicles is limited and they are handed out on a first come first serve basis. Mr. [redacted] may check back regarding availability. With regards to Mr. [redacted]'s exchange with our staff on March 24th, we believe that our manager was doing his best to help Mr. [redacted] within the scope of his options. Because Mr. [redacted]'s note has not reached an equitable position, refunds or trades are not realistic options when the vehicle is fixable and covered under warranty without a subsequent down payment to again cover the sales tax and cost of title work. Mr. [redacted] mentioned Uber, we were unaware that Mr. [redacted] uses this vehicle for commercial purposes. It is not titled or insured for such use; however, we will do our best to return Mr. [redacted]'s vehicle to him in the next few days in perfect working order.