ComplaintsforTexas Auto Save

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car repair has taken over 2 months with a warranty I paid from them. Current with payment! I want a resolution for future buyers not to have the same issues as Im having now with sellers with no penalties!

  

  Business response

  04/06/2023

  Customer Information:
  ***********************
  6900 **********************************
  ***********, **  78209
  Daytime Phone: **************
  E-mail: **********************
  
  
  The details of this matter are as follows:
  Complaint Involves:
  Repair Issues
  
  Customers Statement of the Problem:
  Car repair has taken over 2 months with a warranty I paid from them. Current with payment! I want a resolution for future buyers not to have the same issues as Im having now with sellers with no penalties!
  
  
  
  
  
  Dear BBB, 

   

    Thank you for relaying this information to us. We would like to explain to ****************** that during the time the vehicle repaired with a 3rd party service the time frame they provide is an estimate approximate time. Since we knew our customer was in this predicament, we accommodated him with a loaner. We would like to suggest that ****************** leave a review on the 3rd party timeframe since the delay was not on our part.  We value our customers, and sincerely would like to let him know that he can call us or respond to us on BBB if he has any questions.

   

  Thank you,

  The Inquire team at Texas Auto Save

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

   ********************* VP/ ***************************** GM

   

   

• Initial Complaint

  08/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First of all, the cars they sell are bought from auctions. I didnt know how bad that would be until I drove off the lot in one after signing the contract.I bought a 2012 Chrysler 300, 3 months ago. The owner told me that if anything goes wrong with the car, to reach out. Every time Ive reached out, hes basically ignored me. A week later, after they finally gave me the car I bought, I asked for a refund because they didnt fix anything they said they were going to fix. They declined the refund, and they still never fixed anything they said they would. It crapped out on me before the first payment, so they resolved it by getting me another car, a 2012 Charger. The owner said Id be given the exact same contract as before. But, after signing, a few days later, after I broke down the First time, I saw there were 3 extra pages. Theyve been deceitful from the very beginning! Im summing this story up best I can. I gave them a $2500 downpayment, I went to them for help. 2 cars later, I lost my job because I still did not have RELIABLE transportation. They refuse to give me a refund due to the contract, and I understand, but thats not how you do good businessand thats why Im reach out out the the BETTER Business Bureau. Im barely 3 months into having 2 separate cars with then. Im about to lose another job because I cant afford getting screwed over by them anymore. I am desperately seeking help before I let them repo my car. Its not worth possibly being struck by another car, kidnapped, raped or even killed on the side of the road. This car is a hazard for me! I want a refund. Every loaner car Ive been in with them is absolutely filthy, with gunk and dust and so on do car dealerships not have COVID regulations the way rental shops do? I have so many questions that I need someone to please reach out. I need help.

  

  Business response

  08/25/2022

  August 25, 2022
  Dear BBB,
  
  Thank you for relaying this information to Texas Auto Save. We are a company that strives to provide excellent customer service. In the case of **************, the customer stated vehicle broke down and was given a loaner while vehicle was brought to service. Later, she picked up vehicle and called a few days later stating the car had broken down again. When she wanted a refund, informed her the deposits are nonrefundable and it was mentioned during the time of sale as well as a nonrefundable form being signed. 
  ************** was switched into a 2012 Dodge Charger on June 21st, 2022. She test drove the Dodge Charger for over an hour and took the vehicle to her personal mechanic as well. Customer provided a list of work to be done to the vehicle and Texas Auto Save completed the work. Customer signed a new contract for the Dodge Charger as well as another nonrefundable form for the new deal after the vehicle was to the customers satisfaction.  
  The next month, she called in on July 11th, 2022, after hours stating the Charger had broken down. Texas Auto Save provided towing free of charge after hours to get the vehicle back to service, this issue was the thermostat had gone out. The vehicle was repaired and returned to customer free of charge. 
  ************** picked up the vehicle and brought it back to the shop. Texas Auto Save replaced all 4 tires free of charge. Customer had purchased warranty and the deductible had been waived all 4 times that the vehicles were brought back to service. The customer called back and stated that she wants a refund and is not happy with the vehicle. The company, informed customer as the tax and title transfer have already been process. 
  TAS also provided multiple service repairs had been made per customers request and free of charge as well as the nonrefundable form being signed, we cannot issue a refund. The customer can sign a Voluntary Surrender form to release the customer from the contract or set up an appointment with the Operations Manager to see how else we can help to resolve this issue. 
  
  Sincerely, 
  Texas Auto Save Team.
  **************
  
  
  

  
  

  Customer response

  08/25/2022

  Complaint: 17751032
  
  I am rejecting this response because:first, they did NOT replace all 4 tires. ******, one of the managers is aware of that, and its even in text messages from myself to her. I can also prove that because of the friend who was with me the day I had it towed. It was not towed after hours that day, it was actually towed the following day- also in text messages from myself to the owner. I can further prove that because I still have the two, front bald tires with lug nut I DO NOT HAVE A KEY TO, which I requested they break off, so I could personally change my tire if Im stuck on the side of the road again.

  Heres some insight to my past few months with them, but still not the full story:
  

   I bought the Chrysler 300, on a Monday, from my friend. May 16, 2022.
  
  
  I reached out to a friend for help because he knew things have been incredibly rough since my dad passed. That said, I was a target because I have bad credit and I was desperate for help. Youre more than a friend, youre family.
  
  
  I put $2500 down on the Chrysler on Monday, May 16, 2022. I was told Id receive it the following Thursday, but last minute, I had to pay an extra $50 for the night for my rental because they did NOT have it ready. They found the alternator needed to be replaced (after I drove across town to pick it up). For the record, the finance manager, **, lied to me on the phone before I drove to pick the car up. He said they were cleaning it, washing it or whatever, when they discovered there was an issue with the alternator. Then he laughed and said he was joking. BUT, obviously he was not, because ******* and I did not drive off with my new car that day. Instead, his brother told me I could borrow whatever car on the lot I wanted. Unfortunately, I already spent $50 to keep the rental for another night.
  
  
  I received it the next day, late evening, and found they did not replace the tire sensor, nor the squealing in the engine, like I signed for and asked. It was also filthy! *****, with gunk and completely unwashed. I also noticed the check engine light. I kept it for the weekend and found more issues with it such as bad brakes, tires, the alternator, and so on. When I bought the car, I asked Mo if they made sure everything would be checked and replaced, but obviously him saying yes was a lie too. I signed again to have multiple things fixed and replaced the next Monday, and gave it back to them until Friday. I enjoyed a filthy, beat up ************* loaner for the week. 
  
  
  When I received it back, they still didnt replace the things I asked, I never received any information logs of any of this, but I did have a paper with a few of the things Id asked for replacement, that were never replaced. The check engine light remained.. they claimed the belt, alternator and radiator were replaced, but I dont have verification of that. 
  
  
  The owner told me to contact him if things are going wrong with the car. *** reached out a few times, but nothing. He said hed pay me to get the tire sensor replaced myself, but hes ignoring my calls. Yesterday, I tried reaching out to ask why it smells like gunpowder when I accelerate, but Im being ignored still. The check engine light is still on, and I feared the car may c*** out on me before the year warranty.
  
  
  2 months later, Im in another vehicle because they denied a refund due to the contract. I was also told he never allows anyone to switch cars out, hes only doing it for me. He said the contract would be exactly the same as the first.
  
  
  I told them the first day, theyd need to replace the brakes and ************** because theyre all worn. Just like the last car, ** assured me that they all get replaced. He assured me, again, that all vehicles are serviced with oil change and everything before going out. 
  
  
  4th day with the Charger, and I was stuck on the side of the road with a crack in the tire, because of how worn they are, and because the nuts needed a key I didnt have. They towed it the following day. I was promised Id have all new tires, with the key nuts broken off, so I wouldnt have that potential issue again. 4 hours into being at the dealership so they could print my contract, I finally sign, believing that the contract is exactly the same as the first. After signing, I go to pick my car up across the street, when ** told theyre going to hold it overnight to put the tires on. I get the car the day after, and they did not put all new tires on, nor break the nuts off that need a key. I did not know that until I got home, for I was still stupid enough to trust these scammers because Im giving my friend the benefit of the doubt. At this point, Im tired of giving my friend the benefit of the doubt
  
  
  I also found theyd stolen change and scented spray from my car (scented spray I needed because it smelled like mildew when I purchased it). There were signs they were looking around for things because the sunglasses compartment was open- a compartment I never use.
  
  
  Id been having issues with this Charger for over 3 weeks. Every day, I wound up on the side of the road waiting for it to cool down. Refilling coolant, and water. Being approached by strangers asking if I want or need help. Frankly, Im afraid Im going to go missing. This leaves me with the potential to be kidnapped, raped or murdered! My safety is at risk with any car I receive from them.
  
  
  There are text messages from myself to the financial manager to confirm that. I called and attempted to have them tow my car when the issues first arose. I asked them about a loaner and they could not provide one for me two weeks prior to those issues.
  
  
  They said theyd call me when there was more info, but that never happened. I kept reaching out and getting transferred, ultimately, never getting anywhere. I called them again on a Monday, calling them out, begging they take my car to fix it. **** said the tow truck would be here the next day, but it never came. She told me theyd have a loaner 3 days from that date as well. 
  
  
  I called them asking about the tow truck, and they said they could get it the next day. I called the next day, before noon, to ensure they would not keep putting me last. They finally towed it! The next day I was supposed to get a loaner- that never happened. So Friday, I called inquiring about one some more and they kept passing me around on the phone, as well as giving me a whole run around, we have a loaner for you, but its not ready. Or the other one, we have a loaner, but its not drivable. I was told Id get a call from ******, who never did. 3 hours later, I got a ride and I showed up. Of course they have a loaner for me now! But, I have to wait for it to be cleaned. An hour later, Im driving off the lot with the loaner and its got crumbs and sticky gunk all over the place. How is that okay in this new era of COVID? 
  On top of that, ****** wont face me. The finance manager (my friend is of no help.) The loaner was in, the Tahoe, gave me the same scent both the Chrysler and Charger have something burning, like fireworks or whatever.
  
  
  I went to my car to grab some of my important belongings from it, because the last time they had my car to put tires on, I found they had rummaged through it and stolen some things like scented spray and coins, as I said.
  
  
  Tell me why my car was in the lot Mo claimed was for repos? That lot is quadruple the size of both the Tezel and ****** dealership locations. My car should have been getting worked on.  The man who drove me in the loaner to the repo yard started rummaging around in the car with me, helping me look for my valuables that I might wanna take. I was doing my best not to be more rude than I already have been due to this entire ordeal. But what the heck? They wont help fix my car issues, but they could help me look for my own valuables? 
  
  
  Theres much more to it, but its hard to collect all evidence when my friend knew Id trust his word of mouth, giving him the benefit of the doubt instead, Ive been highly deceived. I was in that loaner for a couple days before, to my surprise, they called and said it was ready to pick up the day before my first payment was due. 
  
  
  A month later, on the 21st of August, I broke down on my way home from work. Same issues the charger had been giving me the entire first month having owned it. I called yesterday and complained to ******, you guys cant keep doing this to me. I cant lose another job because I dont have reliable transportation. 
  
  
  Online, somehow they have a 4-5 star rating, but when you look through the reviews, youll sincerely wonder how thats even possible.
  At this point, Im beginning to see the scam. Ill bet anything that if I allow this vehicle to get repoed, first of all, Im screwed out of $2500 and totally screwed on my credit for years. Secondly, theyre gonna sell it to someone else with the same issues, and that consumer will endure the same head ache.
  
  
  The scam is, they buy cars from auctions, fix them up just enough to run for a few weeks, and then leave you with constant issues so that you decide to stop paying because its not worth it anymore. At which point, theyve already collected your minimum of $1000 downpayment.. and could care less how theyve ruined your credit. They repo it, and resell it the same way, and the cycle continues.
  
  
  I finally contacted the BBB yesterday. I didnt know it was legal to sell cars, under contract, that knowingly wont last. They are not meant to last, they just care about the downpayment, and however many possible payments they can get from you until youre finally tired of their dishonorable business.

  Regards,
  
  Summer Tutor

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recently my head gasket busted so me knowing that the car dealership and service people will say and do anything just to get money out of me I dont trust them so I took it upon myself to have a second opinion before letting them touch it. So I had a mechanic came out diagnosed the issue and he told me that it was in fact a blown head gasket and that the reason why it was blown because of it over heating due to no water in it. I called the service people on a Friday morning to have them come get my car to be worked on and the tow people never showed up. I called again Saturday a lady told me I needed to call back Monday morning because service department was closed on the weekend. I called back Monday morning to get information on the tow they told me they would come out and call 30 mins prior to coming out that day well they finally came out got my car and that was that. I called the next day to see when my car would be available and to find out the issues of my car because just maybe they found something else. The service people hasnt been answer the phone I keep call auto save they transfer me and I get no answer, they gave me the direct line no answer. So Ive been calling them every other day to figure out whats going on with my car and no answer so at this point I am ****** off because yall will harass me for a payment but cant answer my phone calls about my car that im still paying on while yall have it. This was last week so today they finally called me and they told me the reason why my head gasket is blown is because there is water in my engine which is impossible since the diagnostics said no water in engine. They are tell me that they cant fix my car under warranty if they dont have proof of my oil change, well I do my own oil change and I wouldnt have a receipt for it. So now they need a receipt and some how there is water in my engine when before my car got to them there wasnt any water in my engine or car for that matter.

  

  Business response

  07/19/2022

  In response to complaint ID#******** for ************************* on a 2012 Chevrolet Cruze.
  Customer called in on June 24th, 2022, stated her gasket had blown. ******* center provided towing to get the vehicle to the service center free of charge. Texas Auto Save sent the Towing request order on June 24th, 2022. Customer was aware there were other tow orders ahead of hers, vehicle was brought to the service center on June 28th.
  Vehicle was diagnosed and issue was brought to the customers attention, the issue was the gasket was blown and the engine was messed up due to a mixture of water and oil.
  Customer was informed of the overheating due to no water being able to get through.
  Receipts of the oil change were requested by the service manager as we need to have record of the customer maintaining the maintenance of the vehicle.
  The Customer did purchase warranty and ********************** will replace the engine.
  However, the $200 deductible will still have to be paid in order to move forward with the service warranty. Texas Auto Save is currently looking for an engine per customers request.

   

   

• Initial Complaint

  04/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went in to see about buying a car from them for **** and they didn't have any cars for that price so they only had higher so ******* said he can put me in a car for two thousand and just pay the rest in payments so that's what I was going to do. So we got the car it was a ****** Camry took it home had it about a week maybe less then that and the check engine light came on took it in because I got a year warranty on the car and they said they will get it fixed but come to find out its the engine having problems now their not going to fix it so they want to put me in a truck that has a broken steering Column and I said no thank you just please give me a refund and ******* said that would be Monday and which its now Thursday I just want me refund which I was told I would but *** is not calling me back

  

  Business response

  05/17/2022

  Dear to whom this may concern,

   

   The customer purchased a 2009 ****** Camry Vin#***************** On March 18th, 2022.
  The customer put $1500 Down
  On April 04th, 2022 Customer spoke to the ******* center stating she wanted a refund due to mechanical issues with the vehicle and the dealership had not found her another vehicle. Spoke to the shop manager and they stated They did bring the 2009 ****** Camry in to diagnose it and stated the engine was the issue. The customer did have a warranty on the vehicle and was advised if she paid the deductible, they would fix the vehicle. The customer was already four days past due on the deferment for $250. We did offer to switch her to another vehicle that was available at that time. The customer did not like her two options and had left leaving the vehicle at the service center.
  By April 12th, 2022, the collection department called the customer regarding that first past due deferred payment and the customer stated the vehicle was still in service and we could keep the car.
  The collection manager spoke to the shop manager, and the vehicle was secured on April 12th, 2022.
  The customer had signed a Non-Refundable policy form stating her down payment is Non-Refundable and the customer was made aware of this form during the time of purchase.  If the customer would like to talk to us she is welcome to come to the office and ask for the operations manager.

  Thank you,

  Texas Auto Save LLC

  BBB Response Group

   

• Initial Complaint

  03/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They repossessed my vehicle for being 16 days late. They refuse to give me my after market rims and tires that are worth 3000$. They took my ****** Tundra because my value of the truck is now worth 3 times of what is owed. They do not let me retrieve my belongings from vehicle and they just hang up on us when we call. We will be calling police officers to help me tomorrow. If you look at their reviews on social media, Yelp, and ****** there are many other people that have gone through this with the same company. They take it when u owe very little to resell it. Then we traded one vehicle back to them and they took 4 mos to pay it off which messed up our credit. We need to stop this crooked car lot and they have several lots throughout Texas and more than likely other states. They take hard working people's money and leave them without a car and without money

  

  Business response

  03/12/2022

  Texas Auto Save LLC is devoted to ensuring that our customers, employees, and suppliers have the information and guidance needed to understand and uphold Texas Auto Save LLC standards for the workplace,specifically labor, ethics, health & safety, and environmental standards.
  We are committed to ethical and professional behavior with fellow employees and all members. We are committed to making a conscious choice to safeguard our heritage of integrity while contributing to our collective future success.
  Our belief when investigating any complaint is based on the following:
  1-     Facts are verifiable and should be based on evidence (otherwise, false accusations). However, facts by themselves are worthless unless we put them in context, draw conclusions, and, thus, give them meaning.  
  2-    An opinion is a judgment that should be based on factsan honest attempt to draw a reasonable conclusion from factual evidence.
  3-    Belief is a conviction based on culture,morality, or values.
  4-     Prejudice is a half-baked opinion based on insufficient or unexamined evidence. Another kind of statement that has no place in serious argumentation. 
  In response to complaint #********
  Buyer and Co-buyer purchased a 2011 ****** Tundra Vin#***************** on December 12th,2020.
  Facts
  Since the time of purchase (December 12th, 2020) the vehicle in question has been past due over 11 times. The contract signed by the buyer indicates very clearly that there are no extensions on payments; however, if needed, the buyer can contact Texas Auto Sales LLC to make a payment arrangement.
  Our management made every attempt to contact the buyer during every delayed payment. All calls and contacts made are recorded and logged (Phone calls and emails). However, poor or no communication was received from the buyer and co-buyer during every attempt (by the collection department). 
  Action By Texas Auto Save
  After exhausting every possible way to contact the buyer and co-buyer and several emails and phone calls with no response (for over 17 days).
  The ****** Tundra was placed out for repossession. We received a call from the Co-Buyer (after repossession of the vehicle) asking why we did not notify them (Buyer and co-buyer) regarding the problem. Our collection manager explained to the co-buyer that we had made every attempt to inform them (phone calls and emails) and received zero response in the past 17 days. The manager also explained that she could get her truck back if the account were to be paid in full. However, and based on the contract (that the buyer and co-buyer signed),her invoice must be paid off in full per order of the Finance Company.
  Conclusion
  The buyer was informed regarding the decision. However, instead of arranging payment or contacting us to mitigate the issue, the buyer resorted to false accusations, character assassination and slandered our image over social media platforms. In addition to creating a hate slideshow video that included our customers and innocent bystanders who had no reason to be involved.
  As for the details that were placed on the vehicle (rims), we will not be releasing those as the truck belongs to the lienholder and anything attached to the vehicle belongs to the lienholder. The lienholder is not under any obligation to return those.
  The buyer had informed the Co-Buyer of the decision that had been made. However,his manner of responding was unacceptable.
  Finally, Texas Auto Save LLC reserves the right to bring suits,claims, and actions for all causes of action arising from this incident.  
  

   

  Texas Auto Save LLC

   

• Initial Complaint

  02/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Jan. 24th, 2022 I purchased a vehicle from this car lot with $1000 down. The transmission light came on that night after leaving. I went to the dealership the next day to have it fixed since they said I had a 2 year warranty on it. Every time they claimed they fixed it, they did not. They just reset the engine light. My 1 year old got sick from the gas fumes in the vehicle. Once I stated that. They decided to give me another vehicle. So we put an additional $1000 down thinking I would get a better vehicle. Now, I am having issues with my new vehicle that they do not want to fix. That l am having to come out of pocket for to fix, I have only had the new car for 2 weeks. And I am already having issues again! They gave me a loaner car and even that is a faulty vehicle. So many people have complained about this car lot.

  

  Business response

  03/15/2022

  Texas Auto Sales LLC firmly believe that friendly, caring, and professional customer service is the core for success. We highly appreciate customers who are keen to provide feedback regarding their experience. There isn't anything more gratifying to our dealership than providing the type of quality service that meets the needs of our customers. Our vehicles pass through inspection and testing before being placed in our showroom. In addition, before cars are sold to the customer, they are road-tested to ensure satisfaction.     
  
  In response to ********************** Number 16791691
  Vehicle
  The customer purchased a Chevrolet Cruze with $1000 Down.
  Problem/Issue
  After purchasing the vehicle, the check engine light came on. The customer called our service center, and an appointment was made to repair the problem. Diagnostic indicated that the engine lift was due to Camshaft sensors. The sensors were replaced at no cost to the customer (labor and parts).
  The customer called back a few days later, stating that the light had come on again. The service center asked the customer to return the vehicle for additional diagnostics. 
  The customer spoke to management about the possibility of switching from the Chevrolet **** to a different vehicle. ********** indicated a willingness to support the customer's request, but at the time, there were no other vehicles at the lot (with a similar down payment "$1000"). The customer selected to get a **** Focus that was more expensive than the original vehicles (****) that required a higher down payment.
  The customer was given the **** Focus, and after driving it for some time, The customer called back and stated the **** focus was a faulty vehicle. **************** asked her to please bring the **** Focus in ***************** Notice that before selling the **** Focus to the customer, the car passed inspection three times, and the salesman drove the vehicle with her during the time of the test drive. The manager noted that the customer indicated satisfaction with the test drive and stated there were no issues with the vehicle.
  Conclusion
  The customer brought the **** Focus back into the service center on Friday afternoon around 4:30pm. We provided her with a loaner vehicle. The service center indicated that the shop will not run diagnostics until Monday evening.
  The customer did not want to wait for us to do the diagnostic and said she would take it to the ********************* ******* ********** allowed her to keep the loaner until ********************* had completed the work.
  The customer signed a Non-refundable form informing her of our policy.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 2013 ********** Outlander Sport Vin #***************** on Jan 24th 2022 and the car started a loud noise on Jan 30th I gave the company a **** down payment and 191 for their coil insurance they came to pick the car up on February 7th and gave me a loner vehicle on February 12th they proceeded to ask for another 500$ for the deferment down payment and I just told them they car broke 6 days after I brought it and I havent got an update on whats wrong with it ( still havent gotten an update) so why should I be paying an extra 500$ when I only had a working under 14 days (when the payment is supposed to be due) they came to pick up the loner vehicle on February 18 and it wasnt due back until February 21st I called and asked to be out of my contract and for a refund and they told me no

  

  Business response

  03/09/2022

  Dear Customer,
  
  We at ******************** take customer satisfaction seriously, and we are always glad to hear from our customers regarding their experience. So please let me extend my sincere apology for the frustration you have been experiencing lately. And I like to let you know that we appreciate your feedback.
  
  In response to complaint (Customer ***************************** on a 2013 ********** Outlander Vin#*****************)
  
  Facts
  
  On January 24th, 2022, the Customer deposited a $1200 down payment (for a 2013 ********** Outlander). In addition, she purchased ******************************* (CPI) for $115. However, our manager informed the Customer that ******************************* (CPI) covers the Vehicle only and that she needs to purchase liability insurance on her own since we do not provide such service.
  
  On February 8th the Customer reported that the Vehicle was making strange noises and asked that we provide support to fix the problem. On the same date (February 8th), management towed the Vehicle to our service center (at no expense to the Customer). In addition, the Customer had a deferred payment due February 7th, 2022. Based on their current schedule, the service department indicated that the Vehicle would be diagnosed and serviced accordingly on February 14th. Therefore, a loaner was provided until work is completed to the **************************** and Service
  
  After further investigating, our Mechanics found that the catalytic converter was stolen from the Vehicle, and the Service manager informed the Customer in that regard on February 16th, 2022. Additionally, the Customer was provided with the ********************** Department of public safety inspection report when she purchased the Vehicle.
  
  The Customer requested to speak to management because she didnt feel the need to pay for this issue even if the part was stolen under her care.
  
  Texas Auto Save LLC -Response
  
  To resolve the issue, and because we believe in customer service and support, we made the repairs needed and covered the cost of both parts and labor. Customer car payment was due by 11 days (on the deferred down payment), and the second deferred down payment was also due on February 21st. When contacted regarding the payments due, the Customer refused to pay. ******************** manager asked for the loaner vehicle back (after indicating the original Vehicle to be ready and she could pick it up), and the Customer refused to return it. The manager then was able to secure the loaner on February 18th, 2022.
  
  The Customer called in upset because the loaner vehicle got repossessed and had her lawyer call in. Unfortunately, the lawyer did not identify themselves and behaved very unprofessionally, yelling and cursing at the collection managers.
  
  Conclusion
  
  Per ************** collection manager on the account, ****************** has until March 13th, 2022, to redeem the original Vehicle (2013 ********** outlander)
  
  The Customer was aware of *********************** no refund policy and signed the document as well.
  
  
  
  Thank you,
  
  
  
  Texas Auto Save LLC
  

  Customer response

  03/10/2022

  Complaint: 16783571
  
  I am rejecting this response because: no one ever told me my converter was stolen on February 11th it was told to me that it was my timing chain and thats the only thing That was told to me. I never got an update about what was wrong with the car until I posted a review on their ****** review after on February 20th. All those calls ***** made to me about a 500$ payment she never gave me an update. Even when I asked for an update the manager never told me anything, so how is that my fault if they told me it was my timing chain. Someone lying 
  
  Regards,
  
  *****************************

  

  Business response

  03/11/2022

  Our companys operating manager has spoken to her today, she has agreed to resolve the issue with us. We are glad we could assist. 
  

   

  Customer response

  03/14/2022

  Complaint: 16783571
  
  I am rejecting this response because:because : they were still trying to keep me in the contract when I read the last response when they stated I had until March 13th to pick up the vehicle, so I went up their to get out of the contract with all my evidence showing them that it was a timing chain that was told to me, and also proof of me telling the guy who sold me the vehicle on the same day that I brought the car it was making a funny noise. He agreed to let me out of the contract but wouldnt give me a refund I would still like refund if possible 
  
  Regards,
  
  *****************************

  Customer response

  03/14/2022

  Complaint: 16783571
  
  I am rejecting this response because : they were still trying to keep me in the contract when I read the last response when they stated I had until March 13th to pick up the vehicle, so I went up their to get out of the contract with all my evidence showing them that it was a timing chain that was told to me, and also proof of me telling the guy who sold me the vehicle on the same day that I brought the car it was making a funny noise. He agreed to let me out of the contract but wouldnt give me a refund I would still like refund if possible 
  
  Regards,
  
  *****************************

  

  Business response

  03/14/2022

   

   Customer ******* has signed a voluntary surrender form, and also a non-refundable contract. If she would like to further discuss our operations manager will be happy to assist her. 

   

  Thank you,

  Texas Auto Save LLC

  Customer response

  03/15/2022

  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

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2014 ****** Sentra SR here June 6 2021. After I had purchased the car I found out that the compressor in the air conditioner was broke the come brakes and the brake line needs to be fixed, gas tank release was broke, The muffler is falling off, The seal around the back window left side is almost completely off, left arm rest was broke. There are things on the inside of the car theyre coming off or trying to fall off. This car should not have been on the lot up for sale with all of these issues the sales man I believe took advantage of me because I was a woman first time buyer I was charged after tax title and license $ 22.039.80. After the purchase I was told to look at the blue book value which is only a little over $10,000. This business is selling cars that are not up to par to be sold along with taking advantage of people this car lot is very dishonest. How can they get away with selling cars that are not Fit to be bought and charge it over $10,000 over The blue book value I know and profit needs to be made but not $10,000 this is not an upstanding business and something needs to be done about what they are doing. I hope to get help with this issue at this point I would just like them to buy the car back and give me the ******** back that I have paid on this vehicle.

  

  Business response

  03/14/2022

  Dear BBB/ and to whom this may concern,
  
                We appreciate you reaching out to us on this matter, and we have investigated the situation. Furthermore, we strive to help our customers and justify any situations that they have in question. In response to ************************* Case#********
  
  The customer purchased a 2014 ****** Sentra Vin#***************** on June 26th, 2021.
  The customer is stating there were many issues with the vehicle.
  This ****** Sentra was a Green ***** at auction, meaning the vehicle is sound and no mechanical issues were found wrong with it. Once the Texas Auto Save service department received the vehicle from the auction,we do another mechanical inspection on it. Should the need arise we fix the mechanical issue before taking it to the state inspection. The state inspection passed on June 25th, 2021. Just a day before ************** purchased the ****** Sentra.
  All our vehicles are inspected three times before they are moved to our sales lot.
  ************** also test drove the vehicle. nothing was written on the We owe form. And she signed as is No warranty was purchased on the vehicle. There are no notations on the customers account that she called in regarding these issues. Texas Auto Save would have assisted in fixing the vehicle as we have a full-service mechanic shop with certified master mechanics.
  Regarding the customer's contract for a term of 5 years with a *****% interest rate the amount financed was $14,209.63. The total sales price at the end of the 5 years would be $22,039.80.
  There is a notation on the account for February 25th, 2022,the customer was approved to trade out of the vehicle.
  
  We appreciate your feedback, and if there is anything the customer would like to discuss we will be happy to talk to her.
  
  
  Sincerely,
  Texas Auto Save LLC.

  Customer response

  05/24/2022

  Complaint: 16743918
  
  I am rejecting this response because: See attached
  
  Regards,
  
  *************************

  

  Business response

  11/29/2022

  In response to ************************* Case#********
  
  The customer purchased a 2014 ****** Sentra Vin#***************** on June 26th, 2021.
  The customer is stating there were many issues with the vehicle.
  This ****** Sentra was a Green ***** at auction, meaning the vehicle is sound and no mechanical issues were found wrong with it. Once the Texas Auto Save service department received the vehicle from the auction, we did another mechanical inspection on it. Should the need arise we fix the mechanical issue before taking it for the state inspection. The state inspection passed on June 25th, 2021. Just the day before ************** purchased the ****** Sentra.
  All our vehicles are inspected three times before they are moved to our sales lot.
  ************** also test-drove the vehicle. Nothing was written on the We owe form. She also signed the Buyers Guide's as-is form. No warranty was purchased on the vehicle. The buyer denied the Dealers warranty at the time of sale. There are no notations on the customers account that she called in regarding these additional mechanical issues. Texas Auto Save would have assisted in fixing the vehicle as we have a full-service mechanic shop with certified master mechanics.
  Regarding the customer's contract for a term of 5 years with a *****% interest rate the amount financed was $14,209.63. The total sales price at the end of the 5 years would be $22,039.80.
  There is a notation on the account for February 25th, 2022, the customer was approved to trade out of the vehicle.
  Currently, ****************** account is no longer active. Should she decide to return to Texas Auto Save she will be most welcome. 
  

  
  

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a vehicle 1 1/2 ago still paying its unreliable Ive been calling for months. They refuse to get anything done . Then when I decided to take it to my mechanic they called the cops because I wanted my keys and they refused them to me. *********************** and assala whom work the shop were rude.

  

  Business response

  03/08/2022

  Dear BBB/ and to Whom this May ********************* are sorry to hear that your experience with our company has not met your expectations.  Customer satisfaction is a core element of our strategic plan.  Texas Auto Save LLC firmly believes that customer service is a priority, our relationship with customers goes far beyond the purchase of the vehicle.  Customers feedback and participation is an essential part of our continuous improvements process. After carefully reviewing the claim above we like to share the following facts: 

  
  1-    The customer purchased an as is 2011 **** Expedition Vin#***************** on April 25th, 2020.

  
  2-    On January 25th, 2022, we received a call by the buyer stating that the vehicle never worked adequately and wanted the car fixed. 

  
  2.1 She was transferred to the service center to schedule an appointment to bring the **** expedition for service. 

  
  2.2 The customer did not want to drive the vehicle to the shop and was advised to use our service, so we towed the car, but there would be a towing fee. 

  
  2.3 The customer refused our service due to towing fee. 

  
  2.4 The customer called several times (6 times) and changed her mind about the tow because she wasn't sure how long it would be at the shop. Finally, on January 31st, 2022, the **** Explorer was towed to the service center (Management waived the cost as we always try to help our customers).

  
  2.5 The shop manager informed the customer she would have to pay for parts and labor as this vehicle was purchased "as is', the customer did not purchase a warranty at the time of sale, and she had the car for over a year. The customer was distraught and did not want to pay for anything. 

  
  3-    Customer was verbally abusive and lashed out at several customer services and management employees. Management informed the customer that we would only cover parts and labor if she paid for the diagnostic fee. The customer indicated that she will not pay for any work done on the vehicle. 

  
  4-    The customer abandoned the vehicle at the service center for 16 days before redeeming her belongings and voluntarily surrendered the **** Expedition. The customer then stated she wanted credit for February's payment on her account. Management informed her that such a request was unacceptable due to her leaving the vehicle for about a month without informing us about her plan (she forfeited all rights to the vehicle and that our company had done all we could). 

  
  5-    The customer's February payment was not coming due until February 25th.
  The customer demanded her keys back, as well as threatened the employees. The collection managers had to call law enforcement to remove the customer from the property.
  
  We appreciate the feedback and are happy to assist you if you have any further questions or concerns.
  
  Texas Auto Save LLC

  
  

  Customer response

  03/09/2022

  Complaint: 16733895
  
  I am rejecting this response because: Hello Im responding to the email I was sent regarding my complaint. The business is slandering my character by saying I called six times changing my mind about a tow. Then they towed it and didnt inform me it would be $150 so thats why I refused the charge. Also I didnt abandon the vehicle sixteen days they kept refusing me access to my property. My payment was also never due on the 25th its due the 9th of every month so thats inaccurate. I also have messages from a former manager who expressed they dont care about their customers or customer service. They were very ugly and rude to me. So all these are not facts. 
  
  Regards,
  
  *******************************

• Initial Complaint

  01/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My vehicle leased through Texas Auto Save was repossessed, justly, for a late payment. I am now being told that I can't retrieve my personal items from the vehicle unless I pay a "clean out" fee for the car. Under threat of my items being sold, I am not first granted the chance to verify that my belongings are all there. A "*****" has explained to me that the above mentioned is a "new policy" being implemented. This fee being mentioned is not contractually stated in any of the forms signed and agreed too. Nor was it included in the repo letter I received via email. Therefore I am in no way obligated to pay such fee, given that the vehicle is owned by them/the bank, my property inside is not.

  

  Business response

  05/02/2023

  In response to Customer *********************** Case#********
  
  **************** purchased a 2012 Chevrolet Tahoe Vin#***************** on December 30th, 2020. The customer has always been aware as per his contract there are no extensions on payments. Should he need to make arrangements of course exceptions can be made per his collection manager.  Being at 28 days past due with no response to emails, phone calls, and text messages from his account manager,the 2012 Chevrolet Tahoe was repossessed.
  The customer stated ********************** was charging a clean-out fee. This is untrue. The repossession company that we use charges Texas auto save a repossession fee as well as a holding fee for holding the customer's belongings for the 20 days before discarding them. Our former employee that accessed his account is no longer with **. Furthermore, due to the time elapsed after the situation, Texas Auto Save Executive members will be happy to help him in any way if he has any further questions.
  
  
  Thanks,
  *********************
  Executive ********************************

*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. ↩