Texas Direct Auto

Sales and Service will not fulfill their agreements. I visited the dealership to look at a vehicle listed as "coming soon" It was dirty (expected that) and was in need of few (4) items to be repaired which the salesman claimed would take care of when it was detailed. After the test drive I made a down payment and agreed to close the deal and take delivery in a week. I called the day before the week had lapsed (salesman was supposed to "call me") and the salesman said it was ready. I went to pick up the car and when the brought it out it was poorly detailed and no items were repaired. I addressed these items with the salesman and he took the vehicle back to the service area only to return with one item repaired and said parts where needed to complete the other items. He created a service order (I have a copy) for those items said he would submit it and gave me a contact in the service department and said they would "call me". After a week I called them. I was told they weren't aware of the service order and asked who my salesman was and they would "call me right back" After a day I called the service manager and was told to bring the car in they had received the parts. I took in the car and said I was here for my appointment to which the service man says "what appointment" He looks at the vehicle takes pictures of items to be repaired (which the salesman had already done when he submitted the service order) and says this one item costs $300 and will need management approval! He told me the service manager will order the parts and "call me" That call never came. I called the service manager and after 3 more "I'll call you" was told parts are ready. I bring the Vehicle back and they repair one item and said they ordered the wrong part (the part that was supposedly $300). Of course they said they'll order it and "call me" I tried to contact them several times only to get excuses and that they will "call me". The solution to the problem is that of company loyalty. If the sales and service really cared for their role in the organization they could do it by providing good customer service. Also proper training of the sales staff to understand the limitations of the service department and help them provide better customer service.

The level of service after purchase is horrible. Left on hold on phone for ver 20 minutes. They treated me like, we got your money already, now what

Worst service from management ever! No care for loyal returning customers. Sold me a car that’s leaking oil badly. Bring it in. Techs clean oil with brake clean and say that it isn’t leaking. Then manager regio is rude and careless. Had the car for less than 2 days. Won’t take car back unless you pay more money ($600) regardless of the sketchy issue from the service department or the fact that the car is leaking. Or have to wait for them to take car to dealership to determine issue and be stuck with a rental and not be able to enjoy new car. Worst service ever. Make sure to check your cars after buying because the manager regio is rude and does not care to help you at all!! No customer service or retention. No cares. Won’t be back ever.

Had a terrible experience. Look elsewhere if you are considering purchasing a vehicle from these people, lest you end up like myself shelling out $1,450 for repairs soon after driving off the lot while your vehicle is still under their “90-day courtesy warranty” while the staff intentionally lead you from one dead end to another. Shout out to *Daniel Mercado* at the Stafford location, whom Texas Direct Auto told me I needed to speak with about scheduling an appointment for warrantied maintenance. I was told by Texas Direct Auto that the only way I could get a maintenance appointment scheduled was to contact my sales rep, this Mr. Mercado. Daniel hasn’t responded to a single one of my multiple (and very amicable) phone calls, voicemails, or email, even to this day, almost two months later. I gave up on Mr. Mercado some TEN DAYS later and contacted customer support once again, where I was transferred to the “correct department” over and over and over again. I finally got their attention when I threatened to go up there in person and “make a stink about it”. Once this maintenance appointment was set up, a full week out, I drove about an hour in the middle of a work day for the maintenance crew to tell me immediately upon arrival that I need to take it to a Kia dealership! What in the heck prevented them from disseminating this information TO BEGIN WITH? What a pitiful state of operations. Texas Direct Auto and Vroom alike should be ashamed of themselves for this alone. Absolutely ridiculous. After a three week waiting period to get my vehicle into the Kia dealership, they told me it would be a $1,450 repair. No problem, I thought. It’s still under this “courtesy warranty”. I contacted Vroom to let them know and they said I would have to tell the dealership to contact them personally. Again, no problem. After doing that, I received a call from the dealership saying that the issue is not covered under warranty and that I’ll need to cough up on the bill out-of-pocket. Fantastic! As a final kicker, at one point during this ordeal, the paper plate flew off of my vehicle as they apparently didn’t fasten it properly. This happened right before my maintenance appointment. So after they told me to f-off to a Kia dealership with my maintenance issue, I stopped by the main facility to notify them that I was driving around with no plates and that I need a replacement. After some two hours, while there was a raging fire at my own place of business that needed to be addressed, Texas Direct Auto said they would MAIL my new paper plates in TWO BUSINESS DAYS. Seriously..? The young man at the desk had seen how disturbed I was and took into consideration my lack of enthusiasm at driving around a large city with no plates for several days and went to great lengths to get a replacement before I left the facility and I thank him for that. It’s sad that the most competent and useful employee at “oNe oF thE laRgeSt iNdepEnDeNt auTo dEalErsHips iN tHe coUntRy!” is a 19 year-old front desk receptionist. But… ¯\_(ツ)_/¯.

Marcellas took really good care of me. No pressure to buy at all. Just complete transparency and honesty. Keep being yourself and you will be very successful in your life journey. Thank you again Marcellas

I wont go there again. Rude unknowledgeable staff. Definitely a bad experience. Difficult to work with and there are way better deals to be had in Houston.

I have called 3 times with no return call back. I have been placed on hold for over 30 minutes at a time. I traded my vehicle in on March 6th. Today is April 16th and the bank still has not received the payoff from the dealership. I’m given the run around with no answers every time I call for an update.

Drove two hours, wasted 7 hours there and didn’t walk away with a car. Got there at noon, I got all of the information they were requesting together. They told me to go to lunch around 2:45pm, so I did. At 4:30pm I arrived back at the dealership thinking we were going to get this deal done. After I had been approved, we talked numbers and down payment, etc. the car was sold out from under me. (Don’t ask, I wish I knew how this happened...) wasn’t told until 6:45pm that the car had been sold at 5:45pm. I’ve spent ALL day trying to get ahold of the manager and have received 0 response. I’ve set on hold for over an hour total today just trying to speak to someone. When you call the number it goes to Vroom customer service who has no clue how to get me to a manager. Then Ron tried to say that I talked to him about this before I left the dealership and that was a lie. I’ve never spoken to the mail. I’m waiting on a phone call in return from my voicemail. I haven’t heard anything. My sales guy, Craig Galvin, was GREAT. The rest of the dealership sucks. They clearly no NOTHING about communication. Wouldn’t recommend if it was the last place on the planet.

Very happy with my experience in this place, good customer service from the moment you enter to this place, my salesperson Johanna P. was always there during the all process giving us details in each stage until the end.

Save yourself the headache and do not buy from this dealership. Their customer service (as in their actual customer service department is good), but their sales team is the absolute WORSE!!! The lies of one salesman has led to my being stuck with a car, a car note, and a vehicle I can only drive 5 months of the year. It is not just about one bad apple, when I then went to try and tell others of the matter I received a sales team that did not care, acted rude, and shrugged their shoulders as they stated that salesman was no longer here and basically it "sucked to be me" because I should have somehow known better???