Verified Company
After speaking with Jose all weekend, being told my car was being put on a curtesy hold, I drove 3 hours away for a car. I called him as I was leaving my house and said I’d be there close to 5. I arrived at 5:08 due to traffic, and spoke to Jose. He said I was “20 minutes late” so they sold the car to someone else right out from under me after being promised it was on hold for me. No one even bothered to call, so I wasted 3 hours of time and gas making it there, and another 3 hours of time and gas going back with no car.
EDIT: in response to the “apology”
I called before leaving my house to verify and was assured the car was waiting for me. When someone else came to look at the car, I was not called and was told when I arrived “I didn’t have time to call you” knowing good and well I was on my way from so far. This was terrible customer service practice
Gas is expensive and was offered no kind of comfort or compensation for the trouble that I was caused.
When I called to verify, I should have been told “I can’t guarantee it’ll be here” instead of “great, we’ll have it waiting for you!” A courtesy hold IS stating that you will have it ON HOLD for someone. What is the point in even asking about a hold if you’re not going to honor it?
It was completely misleading and there is no way to spin this where you are not in the wrong. I thought I had found my dream car for a great deal and was completely screwed over with not even an attempt to make it right from the other side.
Also, to be very clear I did not ask for the hold, I was OFFERED the hold and agreed. There was 0 mention of a deposit being required from the dealership
Reply from Essence Autos | Used Car Dealership Houston, TX
2026.05.25
Hi Hailey, thank you for taking the time to share your experience. We are sorry for the frustration and wasted travel time you experienced. Driving three hours and arriving to find the vehicle unavailable is not the experience we want any customer to have.
We understand you were told the vehicle was placed on a courtesy hold. Courtesy holds help us note a customer’s interest, but they do not secure a vehicle without a deposit or completed purchase agreement. We apologize that this was not made clear enough before your trip.
At the time another customer arrived ready to complete the purchase, we had not yet received confirmation or a deposit securing the vehicle. We sincerely apologize if there was any miscommunication regarding the hold or timing, and we understand why you were disappointed.
We value every customer’s time and interest, and we never intend for anyone to feel misled. We appreciate the opportunity you gave us and wish you the best in finding the right vehicle.
We understand you were told the vehicle was placed on a courtesy hold. Courtesy holds help us note a customer’s interest, but they do not secure a vehicle without a deposit or completed purchase agreement. We apologize that this was not made clear enough before your trip.
At the time another customer arrived ready to complete the purchase, we had not yet received confirmation or a deposit securing the vehicle. We sincerely apologize if there was any miscommunication regarding the hold or timing, and we understand why you were disappointed.
We value every customer’s time and interest, and we never intend for anyone to feel misled. We appreciate the opportunity you gave us and wish you the best in finding the right vehicle.
I came here planning to buy a cash car because I honestly didn’t think I’d qualify for financing. Mr. Jose encouraged me to at least try, even though I told him it would probably be a waste of time for both of us. Thankfully, he convinced me!
By the grace of God and with Mr. Jose’s help, I drove away with a car that I absolutely love. The AC works great, it runs amazing, and I haven’t had any issues at all.
If you’re looking to buy a car, this is definitely the place to go. Be sure to ask for Jose!
Reply from Essence Autos | Used Car Dealership Houston, TX
2026.05.25
Thanks, Ana, for your lovely 5-star review & recommending us.
Jose provided great customer service
Went above and beyond and exceptionally knowledgeable in questions and concerns I had. Highly recommend jim!.
Reply from Essence Autos | Used Car Dealership Houston, TX
2026.03.16
Thank you, Leti, for your kind words and for taking the time to share your experience. We’re glad Jose was able to assist you and answer your questions. Our team always works hard to provide helpful and professional service. We truly appreciate your recommendation and look forward to helping you again in the future.
Essence auto is the best car dealer in town: Best price, Best service, transparent process.
Jose is the best salesman.
If you are looking to buy a car this is the place to come
Thank you Essence Auto to make my dream vehicle possible!!!
Reply from Essence Autos | Used Car Dealership Houston, TX
2026.03.16
Thank you, Neville, for the amazing review. We are glad you had a great experience with us and that Jose was able to help you find the right vehicle. Your kind words about our pricing, service, and transparent process mean a lot to our team. Enjoy your dream vehicle and we look forward to seeing you again in the future.
They have a pretty good selection of trucks. I was Jose met us before we got out of the truck. Very pleasant. Happy with my purchase. They were very upfront about about the truck I was purchasing. We come to an agreement about the work that needs done and the price.
Reply from Essence Autos | Used Car Dealership Houston, TX
2026.03.10
Thanks, Chase, for your 5-star review.
I was so hesitant about coming here because of the reviews. However I’m glad I did customer service was great. I am super thankful. The process was easy. I was looking for a truck and they have a large selection to choose from. I’m hard to please and I’m walking away happy customer
Reply from Essence Autos | Used Car Dealership Houston, TX
2026.03.10
Thanks, Kortnie, for your 5-star review.
