ComplaintsforTexas Auto Save

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle in May 6, 2024.Gave my down payment of $2000 ($500 was deferred) car broke down within the week of us driving it. ** stopped working. They took it back to get it serviced. From May 11, 2024- July 1 2024 they had it in service shop. We get it back July 2 and on July 4th car breaks down and stops working so it goes back to them once againfrom July 4th to aug 9th car is in shop, we paid $520 to get car back that day and then come Sept 13 they tow it supposedly for a non payment of August yet money was taken out of my account. Its been h*** with them and their unanswered questions! I just want my money wasted on a no good car back! I went there looking for a reliable vehicle and got stuck with a piece of s*** non working vehicle.

  

  Business response

  09/17/2024

  In Response to Customer **** ******** ,

  
  We apologize for the inconvenience and frustration this situation has caused you. Id like to address the key points of your complaint and provide clarity on our actions.
  Your vehicle was purchased on May 4th, 2024, with a down payment of $1,500 and a deferred payment of $500 totaling $2000.
  When you requested a tow for the vehicle on May 13th, 2024, the key was not provided to the tow truck driver until May 16, 2024, which caused a delay. The vehicle required a wire harness, which was a part delivery issue beyond our control. The vehicle was returned to you on May 21, 2024.
  On June 10, 2024, you reported air conditioning problems. Our service team advised bringing the vehicle in for a diagnostic. You indicated that you would call back but did not follow up immediately. The vehicle was towed in again on July 2, 2024, and was ready for pickup on July 12, 2024.
  Your payment for ****** was due on ****** 18, 2024. Although we received a payment on ****** 9, 2024, the vehicle was repossessed on September 16, 2024, due to a past due payment and after multiple attempts to contact you via Phone and Email.
  We understand your dissatisfaction with the vehicles performance. We strive for customer satisfaction and want to provide reliable vehicles to all our customers; this is our top priority. However, as stated in the non-refundable deposit form you signed at the time of purchase, the down payment is non-refundable. Therefore, we are unable to issue a refund for the down payment or any associated costs.
  For further discussion or to address any additional concerns, please contact our Operations Manager at ************.

   

  Sincerely, 

  Inquiry and Resolutions Team

  ******* and Dominique 

  Customer response

  09/17/2024

  Complaint: 22291408
  
  I am rejecting this response because: the car only worked for a week. We didnt get the car back until the end of summer and I know because we had been using ****s and friends rides to get to work and kids to school. Several call were made from Me to the service center that went unanswered, once payment due date came around was the only time I would get a call from the service ***** I called and called and never did I get a response or someone to talk too..I can easily provide my bill of **** rides we used all summer due to not having the car. Yes the vehicle got towed because it DID NOT WORK! when asked what was needed to get car back yall asked for payment of 517 which was paidI asked several times what else was needed and was told nothing else just $517 and all would be good to go. Once payment was made a week later I get constant calls saying I was late which was absurd because I had just paid yall then get car repossessed right away for saying I was 27 days late when I was never told that I was behind a payment or anything yet yall just took it upon yourselves to say I was late. Communication with the operation manager was also useless because she swore to have left voicemails and I never received those either according to her I was told car was ready for pick but I never got those calls, spoke with ****** **** ***** ******* and asala all wouldnt let me speak and would cut me off right away. Then before I knew it the car was coming out on my credit report when they stated it was a no credit check or credit needed to purchase a vehicle, now Im screwed with no car and a loan on my credit report. USELESS!!! I am not the only one who has purchased a car here and has been screwed. They say they will fix the issues yet the vehicles still keep having the same issues they just take your money and sell you piece of trash vehiclesunreliable! 

  
  Regards,
  
  **** ********

  

  Business response

  09/25/2024

  Dear ****,

  
  We genuinely appreciate your feedback and take your concerns seriously. We understand your frustration regarding the vehicles performance, and we apologize for the inconvenience you experienced during the time you were without it.
  We understand that you felt your calls went unanswered and that there was a lack of communication from our service team. We strive to maintain open lines of communication, and your experience is important to us as we work to improve our processes.
  We acknowledge the distress caused by the towing and subsequent repossession. We always ensure that customers receive clear communication regarding payments and any outstanding balances. Additionally, we want to clarify that we do report to the credit bureau, and you dont need credit to purchase a vehicle with us because we strive to help everyone.
  We appreciate you bringing these issues to our attention. If youd like, we would be happy to set up a time to discuss your concerns further and explore any potential resolutions. Please feel free to reach out to our Operations Manager directly at ************. 

  
  Thank you , 

  Inquiry and Resolutions Team,

  ******* & Dominique 

  Customer response

  09/25/2024

  Complaint: 22291408
  
  I am rejecting this response because:

  It was a lack of everything with this place, only when it came to taking your money would it be the only time that yall would communicate with one and Ive done my research and turns out I am not the only one who has had this happened to themother customers have gone through the same exact issue. Give down payment drive off car breaks down no answers from customer service and vehicle gets repoed. As far as the last time NO ONE IN THE OFFICE ACKNOWLEDGED OR LET IT BE KNOWN THE PAYMENT I MADE WAS GOING TO ANOTHER MKNTH! I was told to pay $517 and nothing more nothing less for the month of Aug! I repeatedly asked and asked if yall were sure thats all I had to pay or was there more and yall assured me it was only $517 for the month of August to get car back!!!!!!! Yall just take money and give customers nothing in return. Bad service bad vehicles just taking money. Worst place ever in ************** yall should make it known too that it does affect ones credit! 

  
  Regards,
  
  **** ********

  

  Business response

  09/27/2024

  Dear BBB,
  
  Ive attached the email showing our attempts to notify the customer about the past due amount before the repossession on September 16, 2024. Let me know if you need anything else!
  Best,

   

  Inquiry and resolutions Team, 

  Dominique 

  Customer response

  09/30/2024

  Complaint: 22291408
  
  I am rejecting this response because:
  
  here is the email where I replied back with the amount yall requesting and took out of my bank. No where else did it say i was late for any payment. Only resulted to be late when I paid to get the car back from you all. NO ONE EVER SAID MY PAYMENT WAS LATE WHEN IT WAS TAKEN FROM MY BANK!! 
  Regards,
  
  **** ********

  

  Business response

  10/15/2024

  Dear **** ********, 

  
  Thank you for reaching out. Ive reviewed your account and understand your concerns. To clarify, Im attaching your payment schedule and a record of payments made on your account for reference.
  According to our records, the payment made on ****** 9th, 2024, was for the payment that was due on July 18th, 2024. This put your account one month behind, and the payment for ****** was still due on the 18th of that month.
  Please feel free to review the attached documents, and let me know if you have any further questions. 

  Best regards,

  Inquiry and resolutions team, 

  ******* and Dominique 

  Customer response

  10/16/2024

  Complaint: 22291408
  
  I am rejecting this response because:

  like I have mentioned before many and various times, NEVER. NOT ONCE did yall ever mention that payment I was making to get the car back from you all was going to the month of July! I asked several and over and over again if that payment was all that was needed for us to get the car back and over and over you all confirmed yes! I asked several times if anything else was needed that I needed to be aware of and again you all confirmed NO ONLY THE $517 to get the car back! You never ever mentioned about it going to the month of July or needing extra , this is where I say you all dont know how to communicate with customers because all you care about is money money and scamming people! 
  Regards,
  
  **** ********

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 18th my car was repossessed due to my doings. I contacted the dealership and spoke with ****** the next day of June 19th 2024 I asked what my balance was which was $1485.00 and how long I had to make this payment. ****** said I had until July 18th. Nothing was said on her end about anything else. During the month of June 18th and July 18th I did attempt to call and reach out to pick up my belongings and turn in the vehicles key I was already saving the funds to get the back. I never got a call back or I was told she s not in at the moment. On July 18th I called the office finally was able to speak to ****** and told her I have the money for the car. She replied the car isnt here and I wouldnt be able to take it back. I than asked her okay so what about all my possessions that were inside the vehicle which the cost of items were $1236.00 I also had my birth certificate and all my personal certificates inside the 2014 ***** Equinox. ****** replied and said Ill go ahead and check called me back and said yes items are here than hung up she than called back 3-4 minutes later stating I apologize your items are not here it was the wrong vehicle. I became upset and said why would you say my items are there and now there not and where are they. She replied with Im not sure but sorry and I called you a few days after and said you do have 10 days to pick up your items which is a false statement cause I have the call log . I filed a Police Report in July 20th about the dealership breaking into my the car cause I still have the key and which was the only key to the vehicle and gave them a list and total cost of my items.

  

  Business response

  07/25/2024

  Dear *************************,

  
  Thank you for bringing your concerns to our attention regarding the recent situation involving the repossession of your vehicle and the retrieval of your personal belongings from Texas Auto Save. We understand the importance of this matter and appreciate the opportunity to address it.
  Firstly, we want to clarify our policy regarding vehicle redemption and personal belongings. Upon repossession, customers have ten days to redeem their vehicle and 31 days to retrieve any personal belongings before they are considered for disposal. These timelines are established to provide sufficient opportunity for customers to retrieve their belongings.
  Regarding your attempts to contact us during the specified period, we regret any inconvenience caused by the challenges you experienced in reaching our team. Please be aware that our calls are monitored and recorded to ensure quality service, and we take your feedback seriously regarding communication gaps.
  Regarding the issue of your personal belongings, we regret the miscommunication regarding their retrieval. We understand the frustration caused by the incorrect information provided initially. Our records indicate that you were informed about the 10-day timeframe for retrieving your belongings, which aligns with our standard procedures.
  It is important to note that we do not offer refunds for lost or missing items. We encourage all customers to promptly retrieve their belongings within the specified timeframe to avoid any such situations.
  We apologize for any confusion or frustration this matter has caused. Please rest assured that we take your feedback seriously and are committed to addressing this issue promptly. We recommend that you continue to work with our team to resolve any outstanding concerns regarding your personal property.
  

  Thank you for your patience and understanding as we work towards a resolution. Please feel free to contact us directly if you have any further questions or if there is anything else we can assist you with our Operations Manager.
  Sincerely,

  
  Inquiry and Resolutions team
  -******* and *********

  

  Business response

  07/25/2024

  Dear *************************,

  Thank you for bringing your concerns to our attention regarding the recent situation involving the repossession of your vehicle and the retrieval of your personal belongings from Texas Auto Save. We understand the importance of this matter and appreciate the opportunity to address it.
  Firstly, we want to clarify our policy regarding vehicle redemption and personal belongings. Upon repossession, customers have ten days to redeem their vehicle and 31 days to retrieve any personal belongings before they are considered for disposal. These timelines are established to provide sufficient opportunity for customers to retrieve their belongings.
  Regarding your attempts to contact us during the specified period, we regret any inconvenience caused by the challenges you experienced in reaching our team. Please be aware that our calls are monitored and recorded to ensure quality service, and we take your feedback seriously regarding communication gaps.
  Regarding the issue of your personal belongings, we regret the miscommunication regarding their retrieval. We understand the frustration caused by the incorrect information provided initially. Our records indicate that you were informed about the 10-day timeframe for retrieving your belongings, which aligns with our standard procedures.
  It is important to note that we do not offer refunds for lost or missing items. We encourage all customers to promptly retrieve their belongings within the specified timeframe to avoid any such situations.
  We apologize for any confusion or frustration this matter has caused. Please rest assured that we take your feedback seriously and are committed to addressing this issue promptly. We recommend that you continue to work with our team to resolve any outstanding concerns regarding your personal property. Your personal belongings are still here and available for pickup. Please contact our Operations Manager to arrange a convenient time to collect them.
  Thank you for your patience and understanding as we work towards a resolution. Please feel free to contact us directly if you have any further questions or if there is anything else we can assist you with our Operations Manager.
  Sincerely,

  Inquiry and Resolutions team
  -******* and *********

  Customer response

  07/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Leasing me a vehicle that needed repairs agreed to do the repairs now they are ignoring my calls and avoiding resolving issue fixing car but are wanting payment for car the monthly payment also when got vehicle they said I was approved through bank but still asked for a down payment I would like refund on down payment and refund for payments towards loan if cant fix transmission agreed to 3yr warranty only write up 1yr warranty then tells me I need to pay 2500 to repaired so now they have the car in shop and they are asking for monthly payment but car is not being fixed and delaying repairs

  

  Business response

  06/26/2024

  In response to customer ******* *******************,

  
  Thank you for taking the time to reach out regarding customer ******* *******************. We have every desire to address our customers needs and provide the best solution available to resolve the issue as soon as possible.
  The customer purchased a 2015 ******* Sonata Vin#***************** On November 24th, 2023.
  The customer called on April 24th, 2024, and stated she was stranded, Texas Auto Save Issued a service tow.
  The vehicle was brought into service and was diagnosed with transmission issues. The service department advised the customer it needed to be fixed. The customer wanted to pick up the vehicle, but the service advised that driving the car would be at the customers risk. It needed to be repaired soon. The customer did pick up the vehicle and stated they would get repairs done at another mechanic shop.
  The customer called in for another service tow on May 28th, 2024, and stated the vehicle does not drive anymore. When the car was brought into the service center and diagnosed a second time, the mechanics stated it was the same issue regarding the transmission, and the customer neglected the repairs to be done and continued driving the vehicle.
  On the customers contract, she signed a one-year or a 12,000-mile service warranty. She stated her warranty is for three years,however its only one year on the contract.
  The customer had exceeded the terms in the warranty agreement, repairs were to be done under the customer's liability to pay.
  The customer was informed that there were a couple of customers ahead of her for repairs, so it would take some time to do the service on the vehicle.
  The customers are required to keep their account current even if the vehicle is in service, knowing they have purchased a used car and any delay in paying the car note will cause the car loan to be delinquent.There are loaners offered to the customer as a courtesy if one is available.
  The service department has been trying to get in contact with the customer, but the phone does not ring. At this time the account is ************************************* contact with the customer.
  The customer has had the vehicle for 8 months and had signed a non-refundable agreement form at the time of sale. The down payment is non-refundable, this is used for the customer's tax & title transfer. As for her monthly payments, this is also non-refundable as this is her car loan and must be paid to her finance company.
  We appreciate her business, and we apologize for any inconveniences that were incurred at the beginning of her purchase with us.
  Should the customer have any questions or inquiries she is welcome to call our Operations Manager *************) and she will be happy to assist her. Thank you!
  Sincerely,
  Inquires and Resolution Team

  
  *********************************

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2016 ******** **** from Texas auto save I put 3000 down for vehicle I mad my first payment of $440. The vehicle had kicked into anti theft mode and key wouldnt work which left me stranded I broke the small glass to try to attempt to get into the vehicle *********** said that they fixed the key, but unfortunately they cannot release my vehicle because the window is broken. I offered to tell them that I can fix the window myself, but they still are not trying to release my vehicle. It is going on a month of me not having my vehicle and I am still making payments on the car, they are telling me that they havent found a window. The window cost $600 but they cannot release my vehicle so if they cannot release my vehicle, I would like my deposit back or give me my vehicle.

  

  Business response

  04/16/2024

  In Response to customer ***************************
  Thank you for taking the time to reach out regarding customer ***************************. We have every desire to address our customers needs and provide the best solution available to resolve the issue in a timely manner.
  The customers vehicle was towed to the service center as she called and stated her key was not working due to the anti-theft lock going off. This was done at no cost to the customer,and she was provided with a loaner the same day to accommodate her situation.The service center scheduled a locksmith to come out for the repair as the issue was not mechanical but the key itself needed to be reprogrammed. Once the key was reprogrammed, a notice was given that the window was broken, this was addressed to the customer as she did not bring it to our attention.
  After speaking to the customer, the technician stated that when the customer locked herself out of the vehicle, she broke the window rather than calling a locksmith and such caused the anti-theft to go off as the ******** vehicles have extra security.
  The customer was informed that we cannot release the vehicle with the damage of a broken window as it is a safety risk and a liability it needs to get fixed before being released. The customer disagreed with paying the cost of the dealer part, stating it was expensive. The service center ordered the part online for the wholesale cost for the customer as she does not have a warranty on the vehicle. The customer stated her friend could fix the window, the service manager informed the customer the friend is more than welcome to come to the service center to fix the vehicle however the vehicle will not be released due to it still being damaged and a safety risk. 
  The vehicle is still over at the service center, they are waiting for the customer to call them back on what she would like to do. She is currently still in the loaner that was provided.
  Should the customer have any questions or inquiries she is welcome to call our operations Manager *************) and we will be happy to assist her. Thank you.
  
  Sincerely,
  Inquires and Resolution Team
  ********************* and *********************************

  Customer response

  04/25/2024

  Complaint: 21560876
  
  I am rejecting this response because: because they actually are charging me they said they were charging me $75 for the tow fee and $300 for the key and that they have to call a special window replacer to get the price for the window and they would contact me when they get that information nobody has contact me yet. I went in today for ***** 25,2024 to get the loaner plates renewed and I asked about the status of my car and nobody could tell me anything. I just told them today to give me half my deposit back which would be $1500 and they can take the loaner car so I can go find a new car. The loaner car that they gave me has no headlights and they have been aware of that since the second or third day Ive had the car they have not offered to fix the lights so I have been home before the sun comes down and I get off too late. This is a big inconvenience to me.
  
  Regards,
  
  ***************************

  

  Business response

  05/08/2024

  In Response to customer ***************************

  
  Thank you for taking the time to reach out regarding customer ***************************. We have every desire to address our customers needs and provide the best solution available to resolve the issue as soon as possible.
  The Vehicle has now been released to the customer, the window (parts and labor) fee were waived. Due to the customer stating she could not pay it.
  The Operations Manager discounted the cost of the key to be made, for the customer.
  Ms. Pleasant paid $300 instead of $600.
  We appreciate her business, and we apologize for any inconveniences that were incurred at the beginning of her purchase with us.
  Should the customer have any questions or inquiries she is welcome to call our Operations Manager *************) and she will be happy to assist her. Thank you!
  Sincerely,

  
  Inquires and Resolution Team

  
  ********************* and *********************************

  Customer response

  06/04/2024

  Complaint: 21560876
  
  I am rejecting this response because: I Had A Previous Case With Texas Auto Save To Where I Received The Car Back, now Im writing because they illegally towed my car after receiving the car back a couple weeks ago I was told they would get the car inspected when I received the car it was not inspected I went to the car lot that I originally bought the car from on **************************************. Somebody I dont know her name from the office of ************************************************************ was there I told her I need a temp plate until I get the car inspected she put it on the my car 2011 ******** **** on **** 3 I recently got the car inspected at *********************************************************************************** a temp plate that lasted until **** 8,2024 I went to the store to come out and find my car was towed Im calling the collections department and they are telling me that I have to speak to the ** I had a payment agreement for **** 7,2024 so why is my car towed I feel like this is in retaliation for my last claim against them. They left me and my son in 104 degree weather to tow my car after I just left the car lot is not honestly they need to be shut down because at this point they do not like black people or homosexuals but to keep getting our business and money is not right. If they are so against it why are they here taking our money and mistreating us something needs to be down asap and I will not stop until this matter is corrected. As I stated in my last claim they can give me 1500 back of my deposit and I will take my business elsewhere where I am appreciated. This is retaliation there is no doubt about it.
  
  Regards,
  
  ***************************

  

  Business response

  06/07/2024

  In response to customer ***************************,
  
  We have every desire to address our customers needs and provide the best solution available to resolve the issue promptly.
  The customers vehicle was towed to the service center as she called and stated her key was not working due to the anti-theft lock going off. This was done at no cost to the customer, and she was provided with a loaner the same day to accommodate her situation. The service center scheduled a locksmith to come out for the repair as the issue was not mechanical but the key itself needed to be reprogrammed. Once the key was reprogrammed, a notice was given that the window was broken, this was addressed to the customer as she did not bring it to our attention.
  After speaking to the customer, the technician stated that when the customer locked herself out of the vehicle, she broke the window rather than calling a locksmith and such caused the anti-theft to go off as the ******** vehicles have extra security.
  The customer was informed that we cannot release the vehicle with the damage of a broken window as it is a safety risk and a liability it needs to get fixed before being released. The customer disagreed with paying the cost of the dealer part, stating it was expensive. The service center ordered the part online for the wholesale cost for the customer as she does not have a warranty on the vehicle. The customer stated her friend could fix the window, the service manager informed the customer the friend is more than welcome to come to the service center to fix the vehicle however the vehicle will not be released due to it still being damaged and a safety risk.
  The Vehicle had now been released to the customer, and the window (part and labor) fee was waived. Due to the customer stating she could not pay it. The Operations Manager discounted the cost of the key to be made for the customer. Ms. ******** to pay $300 instead of $600.
  Per notes on the customer's account, the office had been calling her since April 1st, 2024, to come in to get the state inspection done. When the customer went to redeem her vehicle on April 30th, 2024, Texas Auto Save reminded the customer we needed to perform an updated state inspection on the vehicle to get her hard plates and sticker in. We were unable to print a new buyer's tag due to no active inspection. The customer did not wait and left with the vehicle.
  The customer currently has an unpaid service invoice of $300 for the key with a promise to pay set up for May 08th 2024 & May 21st 2024. The Customer did call back on May 21st, 2024, and stated she would not be paying for the service invoice and stated she would report us to the BBB again. We called her back the same day and left a voice message to please come in so we can get that state inspection updated.
  The last Inspection call made to the customer was on May ******* she stated she would go over to our other location to get that done.
  The customer went to our sister location on June 3rd,2024, with the state inspection paper dated June 4th, 2024, at 2:11 am. The ** DMV eTag website would not recognize this inspection as it was dated for the next day. The customer was also driving with a temporary plate number 6753Z76 from the ************************* ********** Dealership'. Dated to expire on July 03rd,2024.
  When we called to verify and ask this dealer why they had created a temporary buyer tag for our customer the Assistant Manager ***** stated they did not create this tag and he has no electronic record of the *** or Tag number, He stated this is a fraudulent illegal temporary tag.
  We disagree with the points the customer made about ********************** being racist and against the ***** Community. This is not the case, and we are always welcoming and do not discriminate in any way. We apologize to the customer if she feels this way, it is not our intention. There is no retaliation, the issue is fraudulent & illegal activity, and is past due on her monthly payment.
  The finance company no longer wants to finance the loan and stated the customer has ten days to pay off the remaining loan balance or find another finance company to finance the vehicle.
  Should the customer have any questions or inquiries she is welcome to call our Operations Manager *************) and we will be happy to assist her. Thank you.
  
  Inquires and Resolution Team
  *********************************
  

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2023 I purchased a 2013 **** explorer from Texas auto save. When I purchased the vehicle it did have problems starting, the driver side front windshield panel was missing, the tire pressure sensors were out, and advised the cv/ball joints needed to be replace along with the fuel filter/pump. I had scheduled the appointment 2 weeks after I had purchased the car since they said it would take a few days. On the agreed upon date and time, I brought the car in for the requested/scheduled repairs thy were promised to me. Alas when I ahpwed for my appointment, they knew nothing about it. After fighting with them to fix it due to the promise and also extended warranty, they finally ordered everything that was required. The day I received the car back the second I entered the highway the front panel blew off. And I expressed concern no repairs were done since the car ran worse. On 2/21/23 driving in ****** I heard a pop thinking the tire popped. Nope the ball joint snapped apart and left me stranded 2.5 miles from home. The car was impounded by Travis county after 3 hours trying to get it towed. They never fixed any issues that the car was advised needed to be fixed

  

  Business response

  03/11/2024

  In Response to customer *******************************,

   

  
  Thank you for taking the time to reach out regarding customer *******************************. We have every desire to address our customers needs and provide the best solution available to resolve the issue as soon as possible.
  The customer purchased a 2013 **** Explorer on October 18th, 2023.
  The Customer brought the vehicle into service on February 06th 2024.
  In the attachment provided we have included the receipt for the work done on the vehicle per customers request.
  The customer did not inform ********************** LLC that the vehicle was impounded. Texas Auto Save had no knowledge of the vehicle being impounded until we got the notice from BBB.
  Texas Auto Save went to recover the vehicle and brought it back on February 21st, 2024.
  Once the vehicle was brought back, the service department diagnosed the vehicle. The customer was informed the service department was not at fault, she ran something over or had hit something.
  The service center will fix the issues with the explorer however the customer would need to pay for the impound and towing fees.
  We appreciate her business, and we apologize for any inconveniences that were incurred at the beginning of her purchase with us.
  Should the customer have any questions or inquiries she is welcome to call our operations Manager *************) and she will be happy to assist her. Thank you!

  
  Sincerely,

  Inquires and Resolution Team
  ********************* and *********************************

  Customer response

  03/18/2024

  Complaint: 21318924
  
  I am rejecting this response because: please see attached word document
  
  Regards,
  
  *******************************

  

  Business response

  05/21/2024

  In Response to customer *******************************,
  Thank you for taking the time to reach out regarding customer *******************************. We have every desire to address our customers needs and provide the best solution available to resolve the issue as soon as possible.
  In the previous statement provided we had included the receipt for the work done on the vehicle per customers request.
  The customer did not inform ********************** LLC that the vehicle was impounded. Texas Auto Save had no knowledge of the vehicle being impounded until we got the notice from BBB.
  Texas Auto Save went to recover the vehicle and brought it back on February 21st, 2024.
  Once the vehicle was brought back, the service department diagnosed the vehicle. The customer was informed the service department was not at fault, she ran something over or had hit something.
  The service center stated they would fix the issues with the explorer however the customer would need to pay for the impound and towing fees.
  Currently the account is no longer active. It was secured by collections for falling behind on the monthly payments and the customer did not redeem the vehicle or give any update on the direction she wanted to go.
  We appreciate her business, and we apologize for any inconveniences that were incurred at the beginning of her purchase with us.
  Should the customer have any questions or inquiries she is welcome to call our operations Manager *************) and she will be happy to assist her. Thank you!
  Sincerely,
  Inquires and Resolution Team
  ********************* and *********************************

  Customer response

  05/21/2024

  Complaint: 21318924
  
  I am rejecting this response because: Texas Auto Save was informed about the car being impounded as I contacted them countless times. They tried to get the car that day but the impound lot would not release the car when their tow truck was able to get there. I personally provided the location and ticket number and everything in the form. I also have a witness to the massive amounts of calls that I made trying to resolve the issue even the night of February 8th when I picked up my vehicle and even called right then and there and stated that it was driving worse than when I gave it to them. Thats when they told me to call back on the 9th because no one from service was there anymore. And I called at 8am when they said the next available appointment for my vehicle wa the 20/21st of February. They were informed of everything while it was happening. They consistently transferred without saying anything or in the middle of me speaking what was going on with the vehicle or the next steps. I have recorded phone calls where they even stated that despite the fact they gave me an IOU to fix the vehicle, knowingly sold me an unfit care, and telling the BBB that they were fixing it (then telling me they were not going to fix the car) I was going to be financially responsible for the vehicle. My car was my job. They stated I needed to pay but I explained that I need my car to work and what are our options for me to get the car and start making those payments. They then stated theres nothing they can do to help and will be taking ownership of the vehicle. This company is lying through there teeth and are officially committing AUTO FRAUD, and knowingly doing it. None of the departments even discuss anything to where anyone there even knows whats going on. Im still without a vehicle and they have ruined my credit so bad that I cant even get another vehicle to support my family. I lost my job because of this and almost my home. I will be more than happy to provide the recordings. And I will admit I was ****** stressed and upset so I know I wasnt the nicest but after fighting with them for 5 months, getting the BBB involved and them lying to not only the BBB but also myself I was at my white end. I was also dealing with a child who had suicidal ideations and was transported to *************. Thats over 2 hours for me to get there and had no way to get to my child. This company needs to be officially closed and arrested for what they are doing. 
  
  Regards,
  
  *******************************

  

  Business response

  07/11/2024

  In Response to customer *******************************,

  
  Thank you for taking the time to reach out regarding customer *******************************. We have every desire to address our customers needs and provide the best solution available to resolve the issue as soon as possible.
  In the previous statement provided we had included the receipt for the work done on the vehicle per customers request.
  The customer did not inform ********************** LLC that the vehicle was impounded. Texas Auto Save had no knowledge of the vehicle being impounded until we got the notice from BBB.
  Texas Auto Save went to recover the vehicle and brought it back on February 21st, 2024.
  Once the vehicle was brought back, the service department diagnosed the vehicle. The customer was informed the service department was not at fault, she ran something over or had hit something.
  The service center stated they would fix the issues with the explorer however the customer would need to pay for the impound and towing fees.
  Currently the account is no longer active. It was secured by collections for falling behind on the monthly payments and the customer did not redeem the vehicle or give any update on the direction she wanted to go.                                                           We have attached a copy of the 'We Owe' Form the customer stated in previous statement.                                                                                                                                                                                                                                                           We appreciate her business, and we apologize for any inconveniences that were incurred at the beginning of her purchase with us.                                                                                                                                                                                      Should the customer have any questions or inquiries she is welcome to call our operations Manager *************) and she will be happy to assist her. Thank you!

  Sincerely,
  Inquires and Resolution Team
  ********************* and *********************************

  Customer response

  07/15/2024

  Complaint: 21318924
  
  I am rejecting this response because: I have already responded to this message. I have been after them since the first day I bought the car and even asked for a refund. They frauded me out of the car. They have all ready closed my account and have successfully lied to everyone to make it seem like they were not provided the information  I am over this company  this happened in February last correspondence was in march then again in may  im over the lies they have the car and screwed up my credit for not tixing the car and forged documentation  so Im over it  unless they take off the report on my credit and refund me the funds I have paid into that car I will never agree with anything they say

  
  Regards,
  
  *******************************

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I haven't had to car for 90 days and it completely won't start. I was sold on the price and when it was time to pay the downpayment they bring paper work and finally inform me of a deferred downpayment. Then when the car wouldn't start the charged me for the tow and have kept the car for 2weeks making excuses and changing the stated time it would take to be ready. I call them and get no return calls on the status and the call gets dropped with no answer when I call. I really would like a full refund and take my downpayment to a better dealership with more care for servicing customers. The service was only good until they took my money and forced me to pay an excessively large unforeseen downpayment and the car doesn't work. I will be also pursuing legal action against this dealer ship the way I have been handled is totally unacceptable. I'm LIVID.

  

  Business response

  01/26/2024

  In response to customer ***************************,
  
  Thank you for taking the time to reach out regarding customer ***************************. We have every desire to address our customers needs and provide the best solution available to resolve the issue as soon as possible.
  On October 23rd, 2023, the customer purchased a 2013 Lexus IS Vin#*****************.  The customer put $2500 down and had two deferred payments of $350, on November 06th, 2023, and November 20th, 2023. The first monthly payment is to start on December 07th,2023.
  A Service call was placed on January 05th, ****, and the vehicle came into the service department on January 8th, ****. After diagnosing the vehicle, a headlight ballast and a HDI lightbulb were replaced. On January 08th, **** the customer requested a tow and stated his vehicle shut off.
  The customer called on January 9th, ****, for an update on the vehicle. Typically,it does take ***** hours for the vehicle to be diagnosed. The customer was informed of this. On January 10th, ****, service called the customer and informed him they were ordering an MPX PSC. The part will be delivered on Monday, January 15th, ****. On January 15th the part was delivered but upon opening the package service noticed the part was damaged, they returned and ordered another one. The time of delivery would be January 22nd, ****.
  The customer picked up the vehicle earlier this week and is content with the work done with it. We appreciate his business, and we apologize for any inconveniences that were incurred at the beginning of his purchase with us.  Should the customer have any questions or inquiries he is welcome to call our Operations Manager *************) and we will be happy to assist him. Thank you.
  Sincerely,
  Inquires and Resolution Team
  ********************* and *********************************

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 27th 2023 i purchased my 2015 **** fusion from texas auto save on i-35. On January 12th **** at about 2pm the dash read that the engine coolant was over temperature and the engine light came on. the car started to jerk and then wasnt accelerating at all and i couldn't drive it. After that i was stuck on the side of the road for about 2-3 hours calling them and they would not pick up the phone. After speaking to them they said they were sending a tow truck which then i waited another 2-3 hours waiting for tow truck to come. They finally came and towed the car later that night at about 8pm. I called them everyday for a week and they gave me the run around the whole week. I called asking about updates on the car and every time they would just transfer my call to another number before i could even complete my sentences. When i did get someone on the phone they told me no one was at the shop to tell me anything and this went on for a whole week. on January 19th at about 11am i went to their service place on *************************** As soon as i walked in and started to ask questions they said my car was ready. i asked for paperwork showing proof of what the problem was and what they did and they refused to give me any and insisted on just telling me and saying they would email it to me. the mechanic assured me that the problem was fixed and i took the key and drove off. at 6pm on the same day i just got the car back from being fixed it repeated the same thing and caused me to be stuck on the side of the road again only a few hours from picking it up

  

  Business response

  01/29/2024

  In response to *************************
  
  
  Thank you for taking the time to reach out regarding customer *************************. We have every desire to address our customers needs and provide the best solution available to resolve the issue as soon as possible.
  The Customer purchased a 2015 **** Fusion Vin#***************** on December 27th, 2023.
  The customer spoke to service on Friday,January 12th, ****, and a dispatch call was placed for a service tow, customer was placed in the queue for the vehicle to be towed over to the service center.
  The hours of operation for the ******* center are Monday-Friday from 8 am-5 pm. Please also keep in mind a second freeze was here in *********** Texas, and mechanics were not on Monday, January 15th,****- January 16th, ****.
  The customer spoke to service on Wednesday,January 17th, ****, and stated the vehicle was not accelerating properly and the vehicle was overheating. The customer was upset the vehicle had not been looked at, so she was pushed to the front of the diagnostic exam.  However, it typically does take ***** hours for the vehicle to be diagnosed.
  The servicing of the vehicle was completed on January 19th, ****, and the customer picked up the vehicle.
  The customer did come back up to the service center on January 22nd, after another servicing on the vehicle, she did pick up the vehicle on January 24th, ****.
  We appreciate her business, and we apologize for any inconveniences that were incurred at the beginning of her purchase with us.
   Should the customer have any questions or inquiries she is welcome to call our Operations Manager at *************) and she will be happy to assist her. Thank you!
  Sincerely,
  Inquires and Resolution Team
  ********************* and *********************************

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a 2013 ***** equinox from Texas Auto Save August 5th of 2020. I had the car about 2 years. One day while driving to work the car just gave out. The car lot towed the car and I was told that the car is none repairable due to the motor blowing out it would cost more to fix the car than what it was worth. ****** the car sales person at the time said it would be best to get into another vehicle they would give me credit for the 2013 *****. At the time I owed about ***** on that particular car. 10/18/2022 they put me into a 2017 mishisibishi. I advise that I needed a reliable car and they stated that was one of the best cars on the lot. A month into driving it I had wiring issues. They fixed the issue. Then a few months later I had other issues. They fixes them. Then the car just stopped starting. I went and purchased a battery which that lasted a couple more months. I then took the car to a trusted auto place. They stated the car had really bad electric issues due to things being rewired incorrectly and if I continued to drive the car it would get worse. I contacted the car lot and they said they could fix it even tho they tried in the past to fix with no success. I told them I would rather not deal with the car. In September 2023 I traded the car in for a 2010 ***** explore. Now 1/10/2024 the moter is titled and the car is not drivable. All this to say they want to fix the vehicle which a week after purchase they had to replace the motor mount which was not installed correctly. They are refusing to take car payment saying the reason being is I have **** deductible instead of 500. I drove off the lot with **** in full coverage insurance. I'm being told since I have **** I need to get cpi which is 109 a month on top on the car payment. The whole time in dealing with this car lot my insurance has remained the same. I was forced into the 2017 car due to me being a single mom needed transportation for me and my children. Had I known I would have fixed equinox.

  

  Business response

  01/16/2024

  In response to *****************************:
  
  Back on August 5th, 2020, the customer purchased her first vehicle with **********************, a 2013 Chevrolet Equinox Vin#*****************,the customer brought the vehicle to the service department. On May 28, 2021, it was diagnosed for a replacement on the air compressor. The vehicle was fixed and returned to the customer.
  The customer called on September 28th, 2022, and stated,Her vehicle was in a shop and there was an insurance claim she was working on to fix her vehicle.
  Texas Auto Save diagnosed the 2013 Chevrolet Equinox on September 29th, 2022, the engine was out, and the customer did not have a warranty on the vehicle.
  The customer came in to speak to management on October 18th,2022, and both concluded instead of her paying for a new engine and recovery fees she could save the funds and put it towards the purchase of another vehicle. The customer was told at the time of her second purchase, that her payments needed to be made on time. The sale went through on October 18th,2022, for the 2017 ********** Outlander Vin# *****************. The contract on August 5th, 2020, was voided due to repossession and the customer did not redeem the vehicle.
  On September 12, 2023, the Customer traded out of the 2017 ********** Outlander and purchased a 2013 **** Explorer Vin#*****************.Regarding Texas Auto Save's in-house insurance policy states if the customer were to get Full coverage insurance with a 500 comprehensive & collision deductible, Texas Auto Save must be listed as the lien holder, and the customer must be listed as the driver on the policy.
  Texas Auto Save also includes an option where CPI (Collateral protection Insurance) can be purchased, this only covers the car,and the customer would need to get liability on their own.
  During the time of the sale, the customer was informed to change her deductible from **** to 500. The customer stated she would do this.Every time the customer has called in, she has been reminded to change her deductible, Texas Auto Save reached out over the course of 5 months for the customer to change their deductible. The insurance department was forced to apply CPI ********************************* on the vehicle. The customer informed the collection department she would not be making her monthly payment due to CPI ********************************* being added to her note. The customer has signed the Agreement to provide insurance form which states what her deductibles need to be. We have included the in the attachment the insurance requirement forms included in the customers packets to take home with their copies of the contract. 
  Should the customer have any further questions or inquiries she is welcome to call our Operations Manager ************ and she will be happy to assist her. Thank you!
  
  Sincerely,
  
  Inquires and Resolution Team
  
  ********************* and *********************************

  Customer response

  01/22/2024

  Complaint: 21151471
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************

  

  Business response

  01/23/2024

  In response to *****************************, 

  Should the customer have any questions or inquiries she is welcome to call our Operations Manager ************ at ************ and she will be happy to assist her. Thank you!

  
  Sincerely,
  
  Inquires and Resolution Team
  
  ********************* and *********************************

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have never paid late. But we've had issues with them from day one. The vehicle we traded in for the truck was repossessed a month after we traded the vehicle in. They never paid the loan and they never removed our names from the vehicle. So we had help them get the vehicle from the impound lot. Then we had to call for more than two weeks just to get a letter from them stating the repossession wasn't our error. When we bought the vehicle, ******** had us walk around the vehicle and list all of the issues that we wanted fixed. Interior and exterior. We are still waiting for the work to be done! Every time we call they give us the run around and never get back to us. When we finally spoke to Mo last month, he was supposed to be looking for the contract and was going to call us back. At first he thought the work was already done. I explained that we never get a response from Service. It's been over a month since I've heard from him. And I've been emailing after every time I call with what excuse I get. We bought the vehicle in June 2022. In January our transmission went out. Here we are in October and it has gone out again! They continue to give me the run around. ****** was supposed to call back a week ago about a loaner to bring the truck in. I had to call again today! They are rude. When you remind them of the conversation they had and prove they lied or didn't follow-up, they get defensive and then continue to give you the runaround. When we went there in person the other day, they were talking to customer on speaker while the customer was giving the last four of their social security numbers and their problems. Any time we are there, there are constantly customers with similar issues. They have not upheld their end of the contract whatsoever. If we didn't make payments for a year it would be a problem. But a year later we still have the exterior and interior issues that still have not been fixed and now our second transmission issue. And they are trying to make us pay out of pocket for this second time.

  

  Business response

  11/21/2023

  Dear BBB,
  
                  Thank you for taking the time to reach out regarding customer *************************.  We have every desire to address our customersneeds and provide the best solution available to resolve the issue as soon as possible. Customer ***** purchased a 2013 Chevrolet Tahoe Vin#***************** on June 29th, 2022, the mileage on the vehicle at the time of sale was *******. The customer placed a $1000 down payment with $1000 deferred and traded in a 2008 Lexus RX 350 Vin#***************** which had a payoff of $4,799.00 from Veros Credit LLC. To obtain the title Texas Auto Save LLC had sent a check to Veros Credit. The check unfortunately, did get lost in the mail. Texas Auto Save LLC did send a letter to Veros Credit to inform them of the situation, and they did end up picking up the vehicle. We did get the situation resolved. The process has now changed and will proceed with more safety and precautions for future customers.
  During the time of sale, the customer had 30 days on the We Owe form to get fixed whatever was promised to her at the time of sale. On January 16th, 2023, the customer called regarding transmission issues. The customers warranty had already expired, and the General Manager went ahead and approved the work for the same $200 deductible.(Attached is the work order) ********************** incurred extra expenses to finish the vehicle quickly for the customer.
  *********************** top priority is to strive to help our customers and see them in a safe and reliable vehicle. Our service department provided the customer with a loaner at the time needed,although loaners are not an obligation under the contract. We were happy to assist ************** this in dedication to our customers inconveniences.
  Recently, Texas Auto Save did reach out to our customer and didnt hear back from her until October 2023 to set up another appointment to get the vehicle serviced. The customer needed a loaner and the service department stated there was nothing available at the moment, it would take another 5 business days before they had one. We do have her on our priority list to help her with the utmost attention.
  Though ************** came in person,was very aggressive, and used lots of improper language. We would kindly request her to refrain from any profanity and work with us to help her have a very positive experience.
  The vehicle was driven from mileage at the time of sale: ****** to ******. This was ****** more miles on the vehicle, which is equivalent to three and a half average miles per year. The customer did purchase a used vehicle, and to say Texas Auto Save sold her a lemon vehicle was incorrect, the vehicles passed the green light through the auction. The vehicle also went through the service department for additional repairs, as well as the state inspection before being placed on the sales lot.Therefore, it went through multiple checks, inhouse and outside as well.  
  The customer did speak to the General Manager, and she was approved for no down payment. The customer purchased a new vehicle on October 25th, 2023. We appreciate her business, and we apologize for any inconveniences that were incurred in the beginning of her purchase with us. Please rest assured we are placing processes that will prevent any other difficulties in the future for other customers in the future. In appreciation we have assigned our lead managers to assist you in all aspects of your business. Thank you!
  
  Sincerely,
  Texas Auto Save LLC
  The Dispute Team
                  ********************* and *******************************
  
  

• Initial Complaint

  02/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My car was repossesed feb 7th . I had 20 days to pay the balance or 31 days to retrieve my items. I paid 2,000$ on the 22nd and when i opened my car had been evidently ram sacked . They stole my wallet that has my license , my ccws, my credit debit and money . They also had taken my firearm , holster and the magazine full of bullets. When i reported to the car owner he go in my face and said "it was my fault and he is not responsible " I told him i was calling the police he got in my face , told me i was bluffing and that i wasn't going to call . While im on the phone with the officer he gets in my face again and tell me i need to leave the property. The dispatcher is a witness to this mans aggression as well . I told him i was waiting in the cops and he said he would tow my car if i didn't leave off of the premise . He then preceded to tell another guy to tow my vehicle i ran outside in front of him and just in time the authorities pulled up . This man also threatened to arbitrate my vehcle loan and take my car . i9 have this on camera as well he flipped me the bird and walked away from the police .

  

  Business response

  03/22/2023

  Dear BBB,
  
  Thank you for reaching out to Texas Auto Save! We appreciate all comments to better our customer service in all aspects of the company.
  
  In response to Complaint Number#******** for Customer ***************************,
  
  The Customer's vehicle was repossessed due to the past-due balance on the account. By law, the customer has 20 days to redeem the said vehicle. On the customers account and file customer paid $1827.54 including the repossession fees. The vehicle has been redeemed by the customer. Upon Vehicle recovery the repo agent advised customer to collect her belongings from the vehicle. The customer then informed the agent there was nothing inside and she provided the repo agent the keys to said vehicle. The customer then states vehicle was broken into, and her belongings were stolen. ******************* has security cameras 24/7 at the location where the vehicle was stored. After playing back footage nothing was amiss with the vehicle or touched until the customer came back to redeem her vehicle. ********************** suggested she file a police report for her missing items, and it is still an ongoing investigation.
  To avoid any future complications, we advise the customer to stay on top of her payments and/or keep in contact with the collection manager on the account. 
  
  
  Sincerely,
  
  Texas Auto Save LLC Team.

  Customer response

  03/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩