Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sept 1, 2023 I purchased a 2020 ****** Rogue from Auto Express. Sept. 18 I spoke to the salesman, ***, to let him know I had a problem. The temperature readings were in Centigrade. I WAS NOT TOLD THIS! Figured we needed to reset. After at 15 least tries, external temperature was changed to Fahrenheit. Found no way to change internal temp. *** told me is was made in ************** was no way to correct. Hes remark was, turn k*** one way for cold & other way it get warm. He was extremely condescending!I let *** know I was extremely upset & would be returning the car. Sept ****, I was in the hospital for cardiac condition. Following week I had multiple ******************** appts. I contacted salesman the first chance I had. Sept 29 at Robs request, I took car to Auto Express so he could take pictures to enable him to look for the part to correct the situation. The first thing he said was, we didnt deceive you, paperwork points this issue out. I looked through all the paperwork, it said nothing about this. He lied!Part arrived Oct. 12. Because of illness I wasnt able to get to dealership until Oct 19. Part didnt work. I had been telling him that I wasnt getting the title or plates for car until this was fixed. I was returning the car! On 19 I was at the dealership for about 4 hours trying to work this out. I offered to trade for a comparable vehicle. They offered $20,200 trade in value on car I just paid $27,131.40, including $2,363 for extended warranty. An almost $6,900 loss. I spoke to salesman with no resolve. He claimed the temp. issue was in their online advertising. Car was purchased off lot, so how would I know that? Spoke to Mgr, no help. Asked to speak to owner, was told OK. I was then told owner does not speak to customers.Mgr said to email owner. I did so Oct. 20.I was deceived, led to believe there would be resolution. Today was told owner would NOT contact me. HORRIBLE CUSTOMER SERVICE!I want to return car for total refund.

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2017 WRX under warranty for 20k making payments the vehicles engine mechanically locked after less than 24 hours of owning it then was told it was fault and they would not be fixing it under warranty like our contract says

  Business Response

  Date: 09/26/2023

  Documents are attached.  complaint #********

  Business Response

  Date: 09/26/2023

  Documents are attached.  complaint #********

  Customer Answer

  Date: 09/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.] The statements made in there response are all false yes seafoam was ran through the vehicle but it was not a full can nor did the vehicle die 30 seconds after adding it i drove the vehicle home  4 hours after adding seafoam then i lost all power and coasted into an orileys where the car wouldnt start after that the photo attached if proof of mechanical locking cause by the prior owner not to mention there was a full after market exhaust on the vehicle that they did not inform me of which needed an flash tuner to properly operate was never told any of this information i have had the vehicle examined by the company that makes the car and they agree it was due to inflicted damage from the previous owner 
  
  Regards,
  
  Gage *******
  

• Initial Complaint

  Date:08/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2014 ****** Impreza WRX ALMOST a year ago from Auto Express with ***** miles on it. This 2014 ****** Impreza WRX has less than ****** miles on it now current day. Since Ive had it, they day I left there with my car the first Clutch blew 20 min after I bought it. Than LESS THAN 3 months after the first clutch blew the one they replaced ALSO blew. They fixed it again, but after they fixed it this time my CHECK ENGINE, CRUISE CONTROL AND TRACTION CONTROL dash lights were on. They told me it was my fuses. It clearly wasnt just the fuses because now the car that I owe 15 grand on has a BLOWN up engine and doesnt even start.. The Salesman that I worked with talked me out of getting the warranty for it because I already got a *****% interest rate AND had to put a larger lump some of money down because of my credit. If he never would have talked me out of the warranty, the warranty would have covered all of my issues and could have been resolved. I have many many emails, and text showing how much of a hard time they have given me and I have been there more than a hand full of times and left with no answers.

  Business Response

  Date: 08/14/2023

  The technician determined the clutch blew out due to the vehicle being driven like a hot rod.  Our salespersons would gladly sell a warranty on any vehicle that we sell, as that does benefit them financially.  I have never heard of a salesperson talking a customer out of buying a warranty.  I am sorry they are having issues with there vehicle.  The customer would need to have an extended warranty to have any of these items covered further.

• Initial Complaint

  Date:07/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The auto we purchased was not delivered as the purchase agreement. When adjustment/repair was to be done, instead of fixing the problem on their cost, they filed under our recently purchased warranty. Fraudulently on AutoExpress part. i do not have my auto and it's been a month.

  Business Response

  Date: 07/27/2023

  It was mistakenly called into warranty.  Once we realized this issue was present upon purchase, an email was sent to the warranty company manager to cancel the warranty claim.  This email was sent on 7-06-23 at 2:02pm.  The vehicle at this time was at Lafayette ****** and it is my understanding the work was being completed.  I am going to place a call tomorrow to check the status of the work.  

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February 2023, I purchased a used 2020 Jeep Wrangler Willys from Auto Express Lafayette. The vehicle was sold with a clean carfax. Shortly after driving the vehicle, I noticed strange noises from under the Jeep. It I as taken to two dealerships for service since. Recently, the technician noticed signs of collision. The seller was contacted and researched the issue. The vehicle was indeed in a major collision while in ****** that was never reported at time of sale. Auto Express has refused to purchase back the vehicle and pay for the modifications done since purchase. They offered to repair the vehicle with a low cost option with remanufactured parts.

• Initial Complaint

  Date:02/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle was turned over to be inspected under warranty on 10/16/2022, and is still out of my possession. A diagnosis has not be made to my knowledge as of 02/26/2023 and this needs to be resolved. Please see the attached pdf for more detailed notes on the situation. I still pay insurance premiums, monthly car note and registration for a vehicle I do not have.

• Initial Complaint

  Date:07/27/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I *****************************, resident of ***************************************, filing a complaint against car dealer Autoexpress (Address: *************************************************************************************, Mob: ************, Website: Online Shopper | Auto Express (autoexpresscars.com) ). Following are the details of complain.Complain type: Misrepresentation of car description on the dealer website Complain details: Following items were displayed in a car description on dealers website however those items are physically missing in a car they sold it to me.Items 1: Front and rear parking sensors (Parking sensors / Assist)Item 2: Fog lights Item 3: Illuminated front cup holder Item 4: Compass Item 5: Homelink garage door transmitter Evidence document: Copy of cars description from dealers website are attached (Copy was printed and provided from dealers office)Car details: 2021 ****** Sienna XLE AWD 4D ******************** *****************, STOCK: P20945).Additional details / attachmenst. 1) Additional details about unsuccessful attempts to resolve this complaint with car dealers are provided in attachment " Auto complaint".2) Attachment: Evidence of misrepresentation / advertisement of missing features " Copy of dealer's website advertised car specifications" 3) Attachment: **** of sale 4) Email complaint with the auto dealer to try and resolve it with them.

  Business Response

  Date: 08/16/2022

  Please see the attachment that includes a signed letter along with other forms in regards to this matter. Thank you. 

  Customer Answer

  Date: 08/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  
  

  It appears that dealer misunderstood the type of my complain. I am not complaining about the car price here, i am complaining about the misrepresentation of the vehicle information and the car they advertised on their website is misrepresented.  My first preference is that dealer should take the car back and i am not expecting any compensation, until and unless they can not take this car back.  
  

  
  

  It is true that I spend about 2 hours checking the car. One of the factor for this was that first I found passenger side window was not working so sales person took it to the repair shop and fixed it, after that I was struggling to find out how the feet sensors worked for passenger door and back trunk door. I asked the sales person and he didnt knew it either. So he (****) started reading the ****** manual to find how it works, mean time I pulled out the ******* video and showed him how it works, at the same time he also figured out the same thing from manual. I also, took the car for a small distance test drive, however road was busy and I didnt feel comfortable testing safety sensors on the road. So I came back and requested **** to take to the less crowded place and show me how the safety features works. He said that they sale all kind of vehicle and just not the ******, so he doesnt know about it. Again he pulled out the ****** manual and started reading about it. Buy this time it was already past noon and I had to drive back from ******* to ************ and it was getting late for me. So we discussed and he said that since this car is still under manufacturer warranty and if I find something wrong while driving back to home he will help me fix it.

  
  

  Based on the dealer's response it appears that all the responsibility of used car purchase is on the buyers shoulder (Who is not the expert with the car system and expect to rely on the expertise of the auto dealer and trust them). It also appears that by using third party testing software and not physically verifying the advertising report to make sure  the information and correct and passing this responsibility to the buyer to even correct mistakes it might represent.

  Also, the disclaimer dealer referencing says " Error may occur and please verify with the information sales rep" . Well i asked the sales rep about the safety feature and he wasn't competent enough the address them quickly and now to me it appears that he took the advantage of time pressures i was in to return back to my home from ******* to ***********.  How can dealer explain this ? 

  On what legal ground dealer decided that main option v/s secondary options ? 

  
  

  Also, my first preference is that dealer should take the car back and i am not expecting any compensation, until and unless they can not take this car back.  I am not complaining about the car price here, i am complaining about the misrepresentation of the vehicle information and the car they advertised on their website is misrepresented.    

  
  Regards,
  
  *****************************