Business ProfileforExpress Auto, Inc.

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.