Texas Direct Auto Powered by Vroom

Texas Direct Auto knowingly sold me a vehicle that was unsafe to drive and put my life and my family's life in danger. This happened when I bought 2016 Chevrolet Camaro from them and they assured me that it is ready for delivery right away. The next day I noticed the car's Tire Pressure Sensor is malfunctioning so I contacted them and they said they will have to call me for an appointment. That took a month to do. During that time I noticed that the car is shaking vigorously. When I brought the car finally for the appointment stating the issues I had with it they said they will take care of it. The car has spent more than a week and a half with them and it is still with them. Now I was told that the of the wheels had to be sent outside for extensive repair. Now when I bought the car there were white "X" marks on that wheel, but I was told that was done so the wheel would be fixed but that was done already. Apparently, that was not true and they knowingly sold me the vehicle before they fixed that issue.

On September 9th I was shopping around for a new vehicle since my car was totaled from Hurricane Harvey. After looking online, I decided to come in the Texas Direct Auto and take a look at the 2015 Kia K900. After test driving the vehicle, I went ahead and moved forward with the purchase. My salesman name was *** referred to the finance department. A guy by the name of *** handled my paperwork and I was asked how much I wanted to put down. the amount I provided as a down payment was 6,000 dollars. Vroom has a 7 day or 250 mile return policy if you're not satisfied with the vehicle. After signing all paperwork I was on my way later that evening. After 4 days of having the vehicle in my possession, I decided it wasn't for me. On September 12th, I brought the car back to the dealership well within the mileage return limits. A woman by the name of *** ensured me the money would be returned to my debit card within 3-4 business days. I never received the money, nor did I hear from from anyone. On September 19th I decided to call customer service to see whats the hold on my refund. Customer service tried to get a hold to *** because he's the guy who's suppose to be handling the reimbursement. It is now September 25th and I've yet to receive my money. I've taken off from work to make to visits to the dealership and each time its a different story. At this point my only option is legal action.

On Saturday September 9, 2017, we went to purchase a car. Upon seeing the car, we were told it had probably been wrecked and we were told the front & back bumper had been replaced/painted. We did NOT want the car. We did not take the car & immediately asked for a refund upon seeing the car. We were promised a refund of $16,806.71. The manager apologized to us and told us verbally & sent us an email that we would get a full refund of $16,806.71 and he said we would get the refund in 2-3 days. It has been over a week and we still have NOT received the refund. Will you please help? We are getting the runaround! We have contacted numerous people at Texas Direct Auto on a daily basis begging and pleading for help. No one will give us the General Manger contact info. I have all the documentation including emails and text. We Need our refund as promised! We have contacted both of our Banks, *** and they have NO record of any refund. Please help us get our refund as promised. We NEED our MONEY!

On July 7th, I traded in a 2015 F-150 and purchased a 2016 Honda Pilot. On the sales contract, Texas Direct Auto was supposed to send my bank where I have my loan for the F-150 (***) a check for $21,759.44 to pay off that loan. It is now Sept 15th, and my bank still has not received a check for that amount. I have called Texas Direct Auto many times since August, only to be told that they can only send a message to the Finance manager that did the deal to call me back. No one ever calls me back and they can never transfer me to anyone that can help. I don't live close to the dealership where I can go in person otherwise I would. I have had to make 2 payments (July 30th/August 30th) on the loan for the truck that I traded in when I don't even have possession of this vehicle.

On 8/1/17, we purchased a pre-owned 2015 Audi S3 from Texas Direct Auto for about $30,000. During our buying process, Texas Direct Auto had never disclosed to us or told us anything about any damages or issues with the 2015 Audi S3 that we were interested in purchasing. As a result, we purchased the 2015 Audi S3 with the knowledge that there were no damages or repairs needed for the car. Unfortunately, within a few weeks of purchasing the car, we noticed that there was an issue with the car that needed immediate repair because it would affect the safety of the driver if it didn't get fixed. We were advised by Texas Direct Auto to take it to the Audi dealership to have them assess the car issue and have Audi send the report to them. Texas Direct Auto told us that the repair should be covered either by the Audi warranty or the 3 month warranty provided by Texas Direct Auto. It took us until 9/2/17 to finally be able to take it to the Audi dealership to get assessed due to the conditions of Hurricane Harvey. When we finally did, Audi told us that this issue was present within the car by the previous owner and that it would cost more than $7,000 to repair. We notified Texas Direct Auto and they said they would look into the issue. When they finally got back to us a few days later, they said that they would only cover a small amount and that the rest would have to come out of our pocket. Essentially, Texas Direct Auto sold us a car that had a pre-existing issue with it and now refused to cover the repairs. The worker at Texas Direct Auto said that we had two options. That we could sell the car back to them or pay for the repairs. We asked them how much would we get back if we sold the car back to them. They said that they would have to have a team work on it to get us a quote. After providing them with the car, we called the business numerous times so that we can get an answer and a quote for our car. Every time we would call, we would get transferred over to someone new. Even when we were given the name of an individual who we could discuss this issue with, they were either never in the office or they did not have an idea what was going on. Every time we spoke to someone, they would say the appraisal quote would be ready later on the day but we never received it. Then they would say it would be available the next day and still we never received the appraisal quote. From the day that we turned in our car on 9/9/17, to 9/15/17, we never got any answer from them about the appraisal quote for our car nor any information on how to move forward. Finally later in the afternoon of 9/15, they finally sent us our appraisal quote. The notice said that our appraisal quote was only valid for ten days with an expiration date of 9/20/17. We did not even receive this notice until 9/15/17 and now they are only giving us five days to make a decision as opposed to the ten days as stated in the paper. They said it was ten days from the date of estimate. But they never provided any notice to us and every time we called, they kept saying it was not ready. They ended up quoting us about 23,000 for our car that we purchased only about a month ago. We talked to them about this issue and believe that we should not have to get penalized for and lose out on over $8,000 for a car that had an issued before we purchased the car.

I purchased a car from Texas Direct Auto at the Grand Prairie location in December. The car was shipped from Houston to the Grand Prairie location. I was told that in order for the car to be shipped, I would have to put a $500 hold on my credit card. I was told that this $500 could be used as a down payment towards the car or refunded. When I purchased my car, I didn't use that $500. After some months, I happened to look at my credit card statement and realized that the $500 was never refunded. I made an attempt to contact Alan *** (who was the person who initiated this transaction) via email. I got no response. After a few weeks, I contacted customer service. I was told at that time that the person who helped me with financing (Abraham) would have to correct the issue and he would be calling. After a few weeks without hearing anything from Abraham, I contacted customer service AGAIN, The person I spoke to told me that whomever I spoke to initially was supposed to initiate the refund. She assured me at this time that she would be initiating the refund and I should see it on my account within 72 hours. That was two weeks ago. At this point, it is clear that Texas Direct Auto in Grand Prairie has no intention on refunding me my money. I need this resolved ASAP. This has gone on long enough.

I purchased vehicle on 7/13/17. My sales tax..Reg...Title..insur costs were to be included and a check sent to cover same. A month went by and truck needed MA reg/insur. etc but no check had arrived. So I paid myself out of pocket 1514.00. 2 weeks after they sent check for that amount to my insurance company made out to MA DOT. The insurance co turned check over to me. Now I have a check made out to MA DOT that I need TDA to reissue to me to cover costs. This amount is a Line Item on my loan. I have asked them to rewrite check or rewrite loan removing $1514.00. I have contacted the business numerous times and are told each time that someone will contact me. They never return calls or respond as they say the would. I am asking for Revdex.com assistance as legal action will be next.

It is not worth going to Texas Direct Auto. Go to a dealership and sit for three hours to get a car. Otherwise, you will never be informed of when your car will arrive, and they have many problems with banks getting your loan finalized. I have had my care for 30 days now and they do not have my financing complete. Their customer service is horrific. You will be ignored for days. Very unprofessional and very unpleasant to work with!

On December 31, 2015, we purchased a used vehicle from Texas Direct Auto in *** Also, purchased *** that was added into our financing.

On June 19, 2017, we traded that vehicle at different dealership.

On June 20, 2017, I contact the warranty company to find out the correct process for cancelling the warranty on the vehicle purchased from Texas Direct Auto. The warranty company said I should use the ***
On June 23, I completed and faxed the request form and all required documents to the warranty company.

On June 30, 2017, our Texas Direct Auto loan was paid off.

On July 17, 2017, I called the warranty company to check on the status of my cancellation request. They informed me that the request was processed on June 26 and the authorization/approval documents had been mailed to Texas Direct Auto on June 28. They also instructed me to contact the dealership regarding the status of the refund check since they will be the ones issuing the check. They provided me with a contact at the dealership that processes their requests, Laura D

Later that day on July 17, I called Texas Direct Auto to inquiry on the status of my refund check and make sure they received the documents from the warranty company. I asked to speak with the contact, Laura D I was told she wasn’t available and to leave a call back number and she would return my call. I left my number and waited for a call back (day after day), but I received nothing. A few days later, I called again and was told she was busy and to leave my number so she could call me back. I left my information again with the CSA, but also asked for her voicemail. I left a message that I would like to speak to her about my refund check and to call me back as soon as possible. I heard nothing!

I called again asking for Laura… she’s not available. The CSA asked if he could help – I explained I needed a status on my refund check. He said they do not refund deposits - I clarified it was a refund for warrant cancellation. He said I need to complete the required request form - I told them I completed the required form provided by the warranty company and they (the warranty co) had already processed and sent the approval to Texas Direct Auto to issue the refund check. He said I should email Laura. I sent an email to her asking for status update. I included the required information as instructed by the CSA, ***. I explained I had already provided that to her in my initial email. The next day (July 18) I emailed her again asking for status, but there was no reply.

On July 31, I began calling again… In each of the many calls for that day, I was told the same story… she’s not available right now… she’s not here today… I can transfer you to her voicemail… I can take a message and she can return your call… Then, a CSA asked, can help you? So I explained why I was calling. The CSR explained that “… it takes 4-6 weeks for any refund check from the time the cancellation request is submitted…” Ugh, I know that! I want to speak to someone who can confirm you received the authorization from the warranty company AND is my refund being processed or not!
I then asked for the Accounting supervisor and was told she IS the Accounting supervisor. I asked to speak to the General Manager, or anyone in management. Each CSA put me on hold… 20 mins… 30 mins… 45 mins… and all replied that there is no one available at this time to help me!

On August 1, I called the warranty company asking if there was anything they could do to help me. They gave me Laura’s name again and another person. Ahhh, another name. So now I’ll try the dealership again and ask for this other person. I called several times and went through the same scenario…. Put on endless hold and given excuses. I was even told by a CSA that they didn’t know these two persons!
In my final attempt at calling, I was connected to a CSA who after over an hour and a half of being placed on/off hold, she came finally back with “…Oh, I need to email you a cancellation form…” She added, “… after we receive that form and the required documents it will take 4-6 weeks to process…” WHAT??? I explained that I already completed and submitted the form that the warranty company told me was for the process. I was at a loss for words… Why didn’t Laura tell me this over a month ago in her email? Why didn’t any CSA tell me this when I called so many times? Why do I need to submit this same information again? Very poor customer service and unprofessional business practices! She asked, do I want the form or not? I said send it to me. I completed and submitted the online the form. The information was the same as what I provided the warrant company. Unbelievable!!

NOW I MUST WAIT ANOTHER 4-6 WEEKS (OR MORE) IN HOPE THAT I GET MY REFUND CHECK - And, there is no way to verbally confirm they received my request and are working on issuing the check because their customer service agents buffer/block incoming calls.

Texas Direct Auto has so many unhappy customers because of their lack of properly trained customer service agents, poor communications, and unprofessional business practices. The public needs to be aware and educated on this business, and to stay away!