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Texas Auto Center complaints

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2701 North Interstate 35 Frontage Road
San Marcos , TX 78666 | Get Directions

(512) 878-0888

http://www.texasautocenter.com...

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Total Amount in Dispute:
$0.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that while the company did respond to the one complaint brought to the company’s attention, the response did not address the complainant’s allegations.

Complaint Closing Statistics

1 complaints against Texas Auto Center closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Texas Auto Center

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3/21/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

3/4/2024

They are refusing to remove ex-husband from account even though court papers state he is to be removed from all accountability of the vehicle. By not removing him they are not excepting my insurance coverage and forcing me to pay $100 more every two weeks to have their insurance coverage. Resolution Sought For them to abide by court papers and remove ex-husband from account.

Company Response

3/5/2024

We received the complaint for Ms. Ortiz, dated March 4th, 2024. We value her as our customer and take her concerns very seriously. We conducted a complete and thorough investigation and offer Ms. Ortiz the following response. We declined the insurance coverage Ms. Ortiz provided because it excluded a driver who is the co-buyer on the Retail Installment Contract. When she informed us of her divorce, we asked her to email documentation of the divorce and upon review, we may be able to grant an exception to accept her insurance coverage. We are awaiting receipt of the document from Ms. Ortiz. We also informed Ms. Ortiz that we are unable to remove a co-buyer from a Retail Installment Contract. Both she and Mr. Ortiz signed as buyer and co-buyer, respectively. We cannot legally remove one or the other from the Contract. We explained her option to refinance the collateral and provided her with a payoff balance should she wish to pursue that route. We can note a divorce on her account, once we receive documentation of the divorce from Ms. Ortiz.

Customer Rebuttal

3/9/2024

A refinance option was never discussed. I never asked for his name to be removed from the contract but for understanding that I could not legally put his name as a covered driver since we are no longer married, he is not a dependent nor does he live in the same household. I was initially told as long as his name was on the policy (which it shows as an excluded driver) it would be okay. Only for now to be told it's not even though I have provided court papers stating he is to be removed from all obligations of the vehicle.

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