We know buying a car can be a headache, but it has been a nightmare for some customers doing business with just one company. KPRC 2 Investigates is looking for a used car dealership selling cars that customers cannot drive. The problem – they can’t register the vehicles because the dealership can’t provide the title or permanent license plate.
Carvana car purchase complaints
Carvana is still fairly new to the auto dealership industry. The company has only been in Texas since 2016. They promise bargain-free pricing and convenience, and they’ll deliver your car right to your driveway. But over the past year and a half, some customers have said their car buying experience with Carvana has been just a headache and a puzzle.
Peyton Harden, 22, is happy with this 2018 Hyundai Elantra she bought from Carvana in August 2020, she just can’t drive it.
“A policeman once told him not to drive the car. He had to be tagged. She’s had it for over a year, ”mom Jessica Boom said.
In Texas, auto dealers are required to submit an application for title and registration to the county tax office within 30 to 45 days of the date of sale. But some 455 days after buying the vehicle, Peyton’s mother says Carvana still can’t get that Elantra’s title.
“They can no longer issue temporary labels. They can not. They can’t mark it. what are we doing? Why don’t you fix it? Said Boom.
Cars sold without tags, expired tags
When the first set of temporary labels expired, Peyton called Carvana and they sent a second set, then a third, then a fourth. The Texas Department of Motor Vehicles said KPRC 2 is investigating authorized Texas dealers who can only supply buyers with a single Texas cardboard plate.
He is currently investigating similar complaints from customers across Texas. But this is a bigger problem. Carvana has faced legal action and fines for failing to produce titles and sell unlicensed vehicles in California, North Carolina, Florida and Michigan.
No one from Carvana returned. KPRC 2 is investigating repeated phone calls and emails, but during a phone call with investors in August, the CEO of Carvana said the increase in demand combined with a labor issue had caused some of the delays.
“I don’t care at this point,” Boom said. “What’s wrong? That’s not my problem. My problem is that my daughter needs a car that she can drive that is as reliable as the one in the car. the parking.
After more than a year of appealing and filing a complaint with the state, Peyton’s mother said a Carvana representative told her the company would terminate the loan, take over the Elantra and give Peyton a comparable vehicle. The money she paid for the Elantra will be applied to her new loan.
Car buying problems with Vroom
You may recall, earlier this year we spoke with several customers who were having similar issues with the online car buying site Vroom. Common complaints include vehicles misrepresented in photos, customers not receiving the necessary paperwork to register their cars, delayed deliveries, and communication issues – like sending customers in a circle.
If this happens to you with Vroom, Carvana, or any other car dealership, you should file a complaint with the Texas DMV.
Q&A with Texas DMV regarding temporary plates
Here are some towns useful questions and answers from the Texas DMV if you have a problem with buying cars online.
Q: How long does the law give Texas dealers to get the real plates for the customer?
A: Resellers are required to submit a purchaser’s title and application for registration to the county tax office within 30 days of the date of sale, or within 45 days of the date of sale if they are. this is a reseller funded sale.
Q: How many temporary plates are allowed to issue on a vehicle?
A: A dealership can issue a temporary buyer tag for a VIN / buyer. If there is a problem with the transfer of ownership after the buyer’s label expires, the dealer must obtain a 30-day permit from the county tax office for the buyer.
Q: Is it legal to issue temporary plates from another state outside of the client’s place of residence?
A: If you are purchasing from an authorized Texas dealer, the dealer must provide a Texas buyer label.
4. Who is ultimately responsible when the new owner of the car cannot get the permanent license plate? The women we interviewed are afraid to drive their vehicle because she was pulled over once and given a driving warning with temporary plates. (She told the officer she bought a car in August 2020).
We would need to investigate these specific incidents to determine if any violations have occurred. Buyers who have a problem with an authorized Texas dealer should file a dealer complaint with the Texas Department of Motor Vehicles here:
Q: What can these customers do?
A: Buyers should make a complaint by click here. Consumers who have not received their plates can also ask the merchant to obtain a 30-day license for them. Or, the consumer can obtain a 30-day permit directly from their county tax office or TxDMV regional service center.
Q: Does TxDMV have any complaints / issues / penalties against Carvana at this time?
A: Yes, TxDMV has initiated investigations regarding Carvana. We are unable to discuss the details of open cases. You can view a summary of a dealership’s closed case history (this does not include active investigations) through our online reseller license database. Enter “Carvana” in the Company Name field and click on a license number (for example, P137592) to view a summary of the case history.
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