We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Used Car Dealers

Express Auto, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Express Auto, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Express Auto, Inc. has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 30 total complaints in the last 3 years.
    • 12 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/12/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      express auto clearly advertises "when others say no, we say yes" well, that is clearly not the case. their advertising is clearly misleading and gets the hopes and dreams up of people like me who need a car to survive.. they practice a form of financial discrimination. i personally made over ********* last year, not so much this year due to the car dying. but with a car i would have enough to pay rent, bills and car payment. instead, they yanked me around in every direction wasting my time. at other dealers i qualified but did not have enough for the down payment they wanted. express auto needs to stop their financial discrimination and live up to their we say yes slogan, or change it due to false advertising.

      Business Response

      Date: 03/13/2025

      We are in the business of selling, leasing and financing vehicles. We would like to be able to finance everyone, unfortunately that is not possible.  In this instance, we were unable to verify the customer's employment so we were unable to proceed.

      Customer Answer

      Date: 03/14/2025

       
      Complaint: 23055837

      I am rejecting this response because: my employment was verified through the phone via my boss. my boss gave them everything they needed. they still discriminated. went to quality auto and got into a car and im driving it now via the same employment verifications express got. express auto needs to stop lying and start telling the truth!!!



      Sincerely,

      ****** *****

    • Initial Complaint

      Date:01/10/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Ok were can I start i had got a 2009 Buick ***** from express auto from the start i had problem's with this car from the tires going flat to needing a new battery and fuel pump take on the fact that i had this car major problems they didn't want to fix any thing that was wrong with the car i tried my best to maintain this vehicle and pay my car note at the same time in in April 2023 the engine went out i called and told them about the problem the lady gonna say to me if you can't fix it give it back to us after all the money I've done give you guys

      Business Response

      Date: 01/24/2025

      Mr. **** leased a 2009 Buick Lucerne on 11/24/2020. His lease had expired, and he failed to return the vehicle as required by the lease agreement. Therefore, the vehicle had to be repossessed, and the lease was then satisfied on 08/01/2024 more than 200 days following the lease expiration agreement date. We have had no contact with Mr. **** since this lease agreement expired. We have no knowledge of what the requested $30 refund entails. At Express Auto, we always appreciate our customers and look forward to understanding more what this filing is pertaining to. 

    • Initial Complaint

      Date:12/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 have had this vehicle for a little over 6 months and its in and out the shop with me having to pay car notes rental about to loose my job need a vehicle

      Business Response

      Date: 12/27/2024

      This vehicle is in a sublet shop we work with.  Our understanding is that the customer has an appointment with the shop on Tuesday morning 01/31/24 to address the issues she is having with the vehicle.

      Customer Answer

      Date: 12/30/2024

      My vehicle just got out the shop after a month of all this now it's going back in shop 4th time constantly paying car payments and deductibles I feel like *********** and express are working together beating people and 

    • Initial Complaint

      Date:12/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 the last 3 years *** had 3 different cars they keep making me sign these contracts and constantly pay deductibles for the same issue. I have a 2016 *** soul Ive took this car now to *** dealership 2x and express auto 3x because of the same problem and they keep changing things on it but it never fixes the problem I would get my car back for 2 weeks and it would go back for the same problem. Now my car is there for the same problem as last time and they had replaced my converters and spark plus thinking that would work when I told them it wasnt that and my oil keeps disappearing now they want to replace my motor when I just paid a 250$ deducible for the same problem but they replaced the wrong thing Ive kept having to pay a deductible for this same problem it goes into limp mode and wont go past 50 Ive had this car maybe 5 months and it has been in the shop 5 different times for weeks at a time I pay 622$ a month on the car not including insurance they wont work on my car or give me back my car till I give them the money to I have nothing else I can do but give them the money that way I can make it back and forth to work or loose my job. They told me multiple times to take it to *** and I did and had gotten stuck with the bill even when they told me to take it there.

      Business Response

      Date: 12/31/2024

      The customer picked up the repaired vehicle on 12/20/24. We agreed to split the deductible with the customer.  Since the customer picked up the vehicle we haven't heard of any further issues.

    • Initial Complaint

      Date:12/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 started leasing a car from this company in March 2024. The car had problems within the first two weeks and has had problems every month since, sometimes twice a month. I have put the car in their servicing department 10 times over the past 8 months and have been without a car 2-3 weeks at a time every month while I'm required to still make payments. This is causing problems at my job because I don't have reliable transportation and its also now causing attendance problems for my kids because I drive them to school. Its so hard to find ride replacement while also paying for a broken car. The car doesn't seem repairable to me or they are just doing a scam of a job repairing it. I'm looking to get out of this nigh mare by just giving the car back and walking away with no attachments.

      Business Response

      Date: 12/13/2024

      We believe we have repaired the vehicle.  The customer picked it up yesterday and seemed to be happy with it.

    • Initial Complaint

      Date:11/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 have been an employee for this company within the last 12 months as well as a customer since 2021. I have seen this company unethically help multiple customers based off of illegal circumstances on top of that they denied me working from home even though there were multiple people working from home within the same company. Anytime I call since i can never get help or any resolution. Workers hang up or refuse to answer the phone. They helped a customer with a 250 dollar payment when I was working there because they wanted the customer to remove a negative ************** They are very unprofessional, unethical, and illegal. Im also expecting twins In February and the vehicle I have now is not big enough to accommodate my growing family and they arent willing to do anything to help me with this issue either.

      Business Response

      Date: 11/27/2024

      We feel that we have been more than accommodating with this person, both as a customer and as an employee.  We are willing to allow her to return the vehicle and walk away from her obligations under the lease as long as the vehicle is in decent condition.  We will contact her and communicate this offer.

      Customer Answer

      Date: 12/02/2024

       
      Complaint: 22592840

      I am rejecting this response because:
      As I am expecting twins in 10 weeks I still need transportation to get back and forth to my appointments as is vital for mine and babies health! Being without a car is not in my best interest nor is it an option.. I would like them to re review the payment plan I have been assigned as it is taking over half my income for bills and living.. not leaving me enough to pay rent and electric in the winter season should be illegal.. 
      Sincerely,

      ****** *******

      Business Response

      Date: 12/02/2024

      We feel that our offer to allow the customer to return the vehicle was a fair resolution.  If she does not want to accept this offer, then we expect her to abide by the original terms of the lease agreement she signed.

    • Initial Complaint

      Date:11/21/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      On july 3rd 2024 i signed a lease agreement with express auto for what only supposed to be 241 a month a fee was added to me end up having to pay 291 that fee was not explained. Also with in 2 days of having the car it started to over heat upon looking under the hood there was antifreeze leaking and also gunk build up in the radiator and antifreeze tank. i feel i was sold a lemon i had to keep coming out of pocket for coolant. Also after searching the car i found things that did not belong to me meaning the car was not detailed or checked before it was sold. The account manager **** promised that the debt would be wiped away from my credit over the phone i have pictures and videos and messages showing the car was over heating.I also have witness when i was advised the car needed a oil change.

      Business Response

      Date: 11/27/2024

      We rescinded the transaction with the customer and will be removing the account from her credit report.

      Customer Answer

      Date: 12/02/2024

       
      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

      Date:10/13/2024

      Type:Order Issues
      Status:
      Answered
      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.
      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

      Date: 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

      Date:09/18/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 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

      Date: 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

      Date:08/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      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

      Date: 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 Answer

      Date: 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

      Date: 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.

    Express Auto, Inc. is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.