ComplaintsforExpress Auto, Inc.

• Initial Complaint

  10/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Express auto refuse to send the car title. The car was paid off earlier this year. I keep getting the run around, but they haven't sent the title.

  Business response

  10/14/2024

  The title packet was mailed to the customer at his listed address on 09/19/2024. He should have received this weeks ago. If he has not received it, we would need to apply for a lost title.

   

  IN TRANSIT PACKET MAILED TO; ******* *******- ***********************************************************- 9/19/24

  Emp # DateActionNoteTimePTP AmtDue DateDue TimeAutoNum
  AMT09/19/2024InventoryService Estimate Note changed. Previous value: 13:09$0.0009/19/202413:099865138
  AMT09/19/2024InventoryTitle# changed from SOS FOR IN TRANS 9/9/24 to IN TRANS MAILED 9/19/2413:09$0.0009/19/202413:099865137
  AMT09/10/2024InventoryTitle# changed from SOS FOR REG 9/9/24 to SOS FOR IN TRANS 9/9/2410:15$0.0009/10/202410:159853021
  AMT09/10/2024InventoryTitle# changed from ADMIN FILES 01/20/2022 to SOS FOR REG 9/9/2410:15$0.0009/10/202410:159853020

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My clutch blew on my car. I took it to them to *** they had it for four months. I got my car back. All of my fluids were out of my car. The only fluid that was in it was oil. All my tires were at 9 lbs of pressure! I had to Immediately drive across the street and fill my tires up. Theyre brand new tires. Theres no reason they shouldve been flat. My clutch blew within 24 hours after they fixed it! I have Scratches and a dent on the passenger side of my car that was not there when I dropped my car off. They never said nothing to me about that.! They were also supposed to pick my car up yesterday, figuring things out yesterday with it and my car is still parked in my drive way!

  Business response

  09/23/2024

  This customer's vehicle has been in our shop twice for a total of about two months.  We have covered the cost of most of the repairs, even after the vehicle was out of warranty.  We called in an order to have the vehicle towed to our shop 09/19/24 and we will be happy to look at it again. 

  If the customer is not happy with our work, she is welcome to take the vehicle to any shop she would like, however, we will not pay for the work.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company wants to take my car cause they cut off my vehicle cause I couldnt make it to another city to sign for a title and then be put on 6 more months of payments that I was never told about until I finished paying my lease. I was told management was going to pick up my vehicle and I just loose over 13 thousand dollars. Also the car broke down and I cant get it fixed cause they turned it off.

  Business response

  08/13/2024

  The customer leased a vehicle from us and paid off the lease but did not return the vehicle or purchase the vehicle for the residual amount.  We are working with the customer to get her to sign the paperwork to purchase the vehicle.

  Customer response

  08/29/2024

   
  Complaint: 22083202
  
  I am rejecting this response because: Company is putting things on my credit score saying my payment is delinquent but my account is closed and paid in full I want this off my credit and if they want the car back give me half of what I paid or we can go to court. Keep putting things against my credit
  
  Sincerely,
  
  ***************

  Business response

  09/11/2024

  This issue has been resolved with the customer.  The customer leased a vehicle from us and paid off the lease, however, she did not return the vehicle or purchase the vehicle at the conclusion of the lease.

  My understanding is that the customer signed the paperwork to purchase the vehicle for the residual amount on 09/09/24.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started leasing a ***** Cruze Vehicle through express auto January 16, 2024 . I put $1000 down & left with the car 2-3 days later the car breaks down on me in the middle of the road completely in the middle of the road . The Car got Returned to express auto & the car wasnt fixable I was told . I spoke with **** the sales Manager and requested a refund . He then apologized that things didnt work out and Id receive a email once they submitted the refund. A day passed still havent received anything about a refund for the lemon they sold me so I contacted them about it . They Then offer to put me in a new car because they never refunded l my money after I asked & was told it was being refunded so I ended up Taking the new car they offered me which was a 2013 **** Fusion . A week past of me getting the replacement ******** having the same issue . The **** fusion was in and out the shop every week because they couldnt find out the issue . After a month they tell me the **** needs a new engine so itll be in the shop for 3-4 weeks . A week later they call me & say it no longer needs a engine, they just had to fix a few plugs .They return the car to me saying they fixed the problem . The next day the same issue happen car overheating, breaks down on my way to work. Express auto came and towed it and comes to tell me that the car does indeed need a new engine they just didnt want to replace it the first time when they knew thats what it needed . So now they tried offering to put me in another vehicle which I didnt do & the **** is now in three rivers they replaced the engine ,but want me to pay almost 800$ to get the car back . (Which Im not doing ) Ive been paying the car note & had to pay $250 out of pocket for it to get fixed once before . I have receipts , videos and documents every time I had a issue. I want it off my credit and my money back or Ill take them to court . They get down on Everybody I dont see how theyre business is still up and running .

  Business response

  08/07/2024

  We have repaired the customer's vehicle and made arrangements with her to pick up the vehicle.

  Customer response

  10/21/2024

   
  Complaint: 22026399
  
  I am rejecting this response because: I started leasing a ***** Cruze Vehicle through express auto January 16, 2024 . I put $1000 down & left with the car 2-3 days later the car breaks down on me in the middle of the road completely in the middle of the road . The Car got Returned to express auto & the car wasnt fixable I was told . I spoke with **** the sales Manager and requested a refund . He then apologized that things didnt work out and Id receive a email once they submitted the refund. A day passed still havent received anything about a refund for the lemon they sold me so I contacted them about it . They Then offer to put me in a new car because they never refunded l my money after I asked & was told it was being refunded so I ended up Taking the new car they offered me which was a 2013 **** Fusion . A week past of me getting the replacement ******** having the same issue . The fusion was in and out the shop every week because they couldnt find out the issue .After a month they tell me the car needs a new engine so itll be in the shop for 3-4 weeks . A week later they call me & say it no longer needs a engine, they just had to fix a few plugs .They return the car to me saying they fixed the problem . The next day the same issue happen car overheating, breaks down on my way to work. Express auto came and towed it and comes to tell me that the car does indeed need a new engine they just didnt want to replace it the first time when they knew thats what it needed .So now they tried offering to put me in another vehicle which I didnt do & the Car was in three rivers they replaced the engine ,but want me to pay almost 800$ to get the car back .Ive been paying the car note & had to pay $250 out of pocket for it to get fixed once before .I have receipts ,videos and documents every time I had a issue.I got the car back ,my wallet with all my information was stolen from service shop they work with ,I was late a week on a payment so they came n towed the car again to three rivers with all my belongings .
  
  Sincerely,
  
  ******* *******

  Business response

  10/21/2024

  Date Sent: 10/17/2024 5:31:09 PM
  Yes, we do have the customer's vehicle over non-payment. The customer's concerns of picking up her belongings have been addressed her. The account is currently due 2 bi-weekly payment due tomorrow. If she chooses to surrender the vehicle, we will send her the proper paperwork via certified mail. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The 2013 ***** Equinox was purchased on June 3, 2024. Between June *****, the engine light came on, and the car began rumbling and shaking at lights. It also cut off twice, once at a stop light and once while pulling into a driveway. On June 17, I contacted Express Auto Service and was informed of a 2-3 week wait for service, so I was directed to Muffler Man on Riverview Dr for quicker servicing. On June 20, Muffler Man attributed the issues to bad gas and advised using premium gas. On June 30, while attempting to get on the highway, the vehicle wouldn't go over 40 mph, the engine light came on, and a "Service Stabilitrak" warning appeared. AutoZone's diagnostic indicated potential issues with the ignition coil and spark plugs. I contacted Express Auto Service and Sales again and was advised of a 2-week wait and directed back to Muffler Man. During this call, we discussed the possibility of switching to a different vehicle if the issues couldn't be resolved, with a ***** hour response time expected. On July 2, I attempted to return to Muffler Man, but they couldn't look at the vehicle until July 8 due to the holiday. On July 3, I tried to get clarification from Muffler Man about the initial repairs but was directed back to Express Auto. After emailing proof of the issues, the service supervisor advised me to bring the vehicle in on July 8 for assessment by July 10. Despite requesting details of the previous repair, I haven't received any information. The first payment was due on July 3 but was withheld due to uncertainty about the vehicle's status and lack of written solutions. On July 5, Peg from Express Auto's billing department falsely claimed we didn't report issues until June 28 and accused us of not having full coverage insurance, referencing a text from May 31, despite our purchase on June 3. Peg also stated that because we did not make a payment on July 3, when we drop the vehicle off on July 8, it would not be returned to us.

  Business response

  07/12/2024

  We got the customer's vehicle into our shop this week and completed the repairs.  However, the customer no longer wants the vehicle so we are letting her out of the lease agreement and removing the account from her credit report.

  Customer response

  07/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in for repairs over a month ago. They stated I needed to clean it out before they would work on it so I did That was 3 weeks ago. Come to find out it's juat the fuel pump and they wanted $150 to fix it that was being of last week. I told them i needed it ************** my mom was having surgery and I needed it back by noon they said they would try. It still was not done. They said they would have it done Monday or Tuesday in the morning. I called them Monday still not done they said it would be done Tuesday morning I called at 2pm on Tuesday and still not done won't be ready until Wednesday some time they will call me. Every day for the last month they keep telling me that it will be done tomorrow or the next day. I have had nothing but a headache with this car since I got it from them. I'm done with it.The last time I had my car in there the engine blew. I lost my house and two jobs because they had my car for two months. This was *** of 2023. I'm now homeless and without a job and no car. I'm really tired of this. They have no respect and no feelings at all.Thank you for your time.

  Business response

  03/22/2024

  We have done a lot for this customer.  She let the vehicle get impounded in February and we paid to get it out of impound and have it towed to our facility.  The interior of the vehicle was so filthy and full of garbage that we were unable to work on it.  It took two or three weeks for the customer to come and clean out the vehicle so that it could be serviced.  The initial repairs we made did not resolve the issue and we had to order a new fuse box.  We received the fuse box on 03/22/24 and should have the vehicle completed by Monday 03/25/24.

  In two years the customer has put over ****** miles on the vehicle and is out of warranty.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to express Auto and purchasing a vehicle. We have had nothing but problems with this car and company. It has been in the shop more than weve driven it. My husband lost his job because it took them so long to make repairs. We get the car back and then a week later it happens to us again. The transmission blew. How can a transmission blow in a week of getting it back? Call them and inform them of the problem and they have no sympathy. Tell us again they dont have loaner cars. Wtf. **** the service manager is a sick. They expect us to make the payment but **** how can you make the payment with no job because you lost your job because of it taking them 5 weeks to make repair

  Business response

  03/22/2024

  The vehicle was taken to a sublet repair shop that we work with.  That shop has refused to work on the vehicle because of the customers' unacceptable behavior.  We are having the vehicle brought back to our shop and will update the customer after we've had an opportunity to diagnose the issue.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since June 13, 2022 I have had 2 vehicles from this company. I have had their vehicles 605 days and only driven 216 days. The first vehicle engine died after having it only 4 months. They had it in their shop for 7 months, making me pay my car note while it was in the shop. When I got it back, it worked for 9 days and died again. They came to tow it and it was not secure on the flatbed. The van fell off, totaling the vehicle. They said insurance covered all but $8000, and if I didnt sign a new lease for another one of their vehicles, I would have to pay the remaining $8000. In July 2023 I signed a new lease for a car. First week of September, that engine died. The car was in their shop until October. The invoice stated the engine and thermostat was replaced. In December 2023 the car quit, again. It was smoking really bad. They had the car from December until Feb. 1, 2024. This time the transmission and radiator was replaced. I picked the car up February 1st, paying a $250 deductible. February 2nd on my way home from work, it stopped on me on the highway. I called them to tow it, but their service department was closed for the day. I was told if I paid for the tow, they would refund me. I paid $173 to have it towed. On Monday, Feb. 5th, I got a call saying that the engine had died again and the $173 for the tow was put towards the balance of the car. I told them I wanted another vehicle, and they are refusing. They state that they must bring it in and inspect the engine that they just put in 3 months ago. After stating again that I no longer want that car, they said if they can fix it, Im basically stuck with that car and they would not switch it out. I have spent thousands on car notes, etc. I have also spent lots of money getting to and from work because they do not provide loaners. If I cant get something new, I dont want a vehicle from them. This situation has almost cost me my job. I live in Albion and have to constantly find rides to and from ************.

  Business response

  02/12/2024

  We apologize for the inconvenience to the customer due to the multiple repairs this vehicle has needed.  We are offering the customer the option to exchange the vehicle for a different vehicle.

   

  Customer response

  02/14/2024

   
  Complaint: 21267574
  
  I am rejecting this response because: I have been patient with this company and have tried working with them. I do not feel I should have to pay a down payment to n yet another vehicle. The ******* Sonata was sent all the way to ************, ** without my knowledge and I have valuable items in there. When talking to a one of the people in finance, I feel that she was very rude and uncompromising. She was also very unclear. When the car broke down on the highway, she stated I would be reimbursed for the tow. I was not reimbursed, and ***** the money was put towards the balance of the car that no longer works. When mentioning that to her today she stated not sure if thats what I said, but thats what I meant. She also stated that they have deferred several payments while in the shop. I feel these payments should have been deferred, especially since the failure of the car was not my fault. I literally had the 2nd car for 1.5-2 months before the engine died and once it got fixed it broke down again 2 months later and after getting it back the second time, it quit within 24 hrs being another engine failure. This has been a huge inconvenience. Now I have to find a ride all the way to Three Rivers and I pray that ALL of my personal things and the things for my business are still in the car.  I have table linens for was dropping off at the cleaners in the trunk, shoes, clothes, laptop, etc. This has all been a complete nightmare. Both vehicles were trash and I wish I never got involved with this company! I would like to be taken out of my contract, reimbursed, and not have to deal with them anymore. 
  
  Sincerely,
  
  ***********************

  Business response

  02/16/2024

  Per the customer's request, we will release her from the contract and reimburse her for the tow bill.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle from express auto on October 26th 2023. It had some issues that needed to be looked into, and fixed. Express had me take it to their mechanic, who told me to take it to another mechanic. And they told me to take it to a **** dealership. The parts were unavailable at the time which was November 14th 2023. My car is still having the same issues it did when I purchased it. They want me to take it to another mechanic yet again, to be re diagnosed. I would like to either be put in a different vehicle or have my vehicle fixed asap. The service I have gotten from the ********* office is ridiculous and very unprofessional. Something needs to be done.

  Business response

  01/04/2024

  We had the vehicle diagnosed by a **** dealership and the instrument cluster needs to be removed and sent in for repairs.  We paid $896 to have the vehicle diagnosed and we are willing to pay for the repairs, however, the customer refuses to leave the vehicle at the dealership so that the repairs can be made so we are at an impasse.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this business for a vehicle which was supposed to be $15,000, my monthly payments were supposed to be $430. When this vehicle was added onto my credit report, it was added as almost $20,000 and they were informing me that my payments were $550 per month. I have had multiple things wrong with this vehicle and they have not tried to resolve anything. Ive gone to them multiple times about things wrong with it to be told they dont know what to tell me. They repossessed this vehicle (which I would settle for it to just be taken off of my credit all together)I was car shopping for a new vehicle when I was informed that they committed insurance fraud. This specific vehicle was involved in a shooting in which they were given money to fix the bullet holes in my car and they took the money that they received and did not fix my car, they used it for something else.

  Business response

  12/29/2023

  The customer is leasing the vehicle, not purchasing it.  The agreed upon value is $15,995.  The balance reported to the credit bureau is the total of the lease payments and is accurate.  The payment amount is more because the customer did not obtain full coverage insurance as required by the lease agreement and insurance was forced placed to protect our interest in the vehicle and this cost is passed on to the customer.  The vehicle was repossessed because the customer did not pay the down payment and was two payments delinquent.  The vehicle was damaged by gunfire when it was at an outside repair facility.  There was not an insurance claim related to this, however, the repair facility repaired the mechanical damage caused by the gunfire.  We elected not to repair the cosmetic damage.

  All that said, we are going to release the customer from the lease agreement and remove the account from her credit report.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩