Business Profile

Financing

Express Auto Finance

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

9 total complaints in the last 3 years.
4 complaints closed in the last 12 months.

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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:12/09/2024
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 got my van from express auto November 7th, 2024. Couple weeks after I got my van it started giving me problems. It started jumping, cutting off on me, not picking up full speed. On top of my car note not due til December 1, 2024. They came took my car on December 5, 2024. At first I called the lady said no I couldnt make a payment arrangement then I called back three days later she said I could. Then my van was supposed be ****** close to ******. They charged me ****** and that van is not worth it or for 500 a month.
Business Response
Date: 12/20/2024
This transaction has been voided and the customer was refunded.
Initial Complaint
Date:11/18/2024
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 called service center and explain I needed my car back I could not wait 2 days for it told them I had to get to work . They ended up having my car omost 2 weeks I missed of work then I talk to 3 different people from express auto explain I was out work omost 2 week cause of my car being there. I would have my payment made around 8 and I did the ********* girl was like iam gonna have ***** put repo order in I said ok it would be made later my husband had help me make payments cause I was out of work so I made my payment I got recept sat morning ok now remind u I talk to **** and service department in the morning monday cause my car still leaking fluid and my front end sounds bad something service or tow truck did no one said anything about my car being repo I came home tow truck had my car hooked up on Monday. He put it down cause I told him and showed him my payments was made he called finance I guess **** told him to put it down I told him he could take the car cause I was gonna sue all of them that why he called . The hole point is they new my car was paid and still thought they was gonna repo . I want my car fixed when I take it to muffle man the right way my trunk don't open still leaking fluid and front end noise is bad they should pay to fix it after all they did. And I shouldn't have to pay deductible because I'm already paying for deductile for something they supposed to fix they didn't. Also I ask to talk to the head manager and they would not be or she didn't even try to call me
Business Response
Date: 11/27/2024
The vehicle is in our repair facility, and we recently received the parts needed for the repairs. We will be working on the vehicle today and will contact the customer when the repairs are completed.

Customer Answer
Date: 12/02/2024
My car was at muffler man not there shop they still made me pay 250 and now car is having problems again ask the women time 5 times let me talk to manager still hasn't keep telling me she not connecting me I need talk to service . They keep lieing now my car and me are back here at there shop nothing has been done
Initial Complaint
Date:10/02/2024
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.
Purchased my vehicle from express auto 03/2023. My vehicle has been in Service A total of eight times. Multiple issues has happened Mechanically With Dkystra, muffler man and also directly express auto. A few occasions happened 1 when the vehicle was with muffler man. The mechanic placed the tires on extremely tight that cause the tire to lock up and break every lug nut while driving down the road that caused severe damage to the front end of my vehicle causing the vehicle several issues since the accident the vehicle was towed to express who performed the work but only did the minimum to allow the car to run the completed work not properly done leaving me on the side of the road as parts was not added and also missed. I requested a mechanical trade for the vehicle and was denied The vehicle has has several engine concerns relating to leaking compartments that still has not been addressed after having the vehicle taken in on account of constant burning smells and the car stalling out while driving. last time the vehicle was serviced it was taken to express on 09/24/24 I expressed to the service manager all the previous issues that has been going on with the vehicle the manager set an apt to come to the service once again as the engine concern and now transmission concern was a factor, these issues was suppose to have been addressed previously with ( Dkystra)and the work was not approved. Needing a resolution to the Issues the car was having I took the vehicle to express as requested on 09/24/24 I was informed an oil change was done and a seal was placed that could be the reason for the issues manager advised that if the issue still occurs that the vehicle can traded under a mechanical trade since then nothing has changed the manger has lied several times not solving the issues or trading the vehicle leaving me to continue to pay for an unsafe vehicle and has used the excuse that I am driving the vehicle as a reason not to do a mechanical trade or fix the vehicle
Business Response
Date: 10/08/2024
The customer has been driving this vehicle for nearly two years and put a lot of miles on it. We have repaired the vehicle several times at very little cost to the customer. The vehicle is now out of warranty. We are happy to look at the vehicle again or the customer can take it to the repair facility of her choosing at her expense. The maintenance of the vehicle is the responsibility of the customer. At this time, we are not willing to trade the customer into another vehicle or to issue any refunds.
Customer Answer
Date: 10/11/2024

Complaint: 22370946

I am rejecting this response because: The work that has been done on the vehicle has been all work arounds to avoid fixing the major problems of the vehicle issues that was addressed with express and service was denied issues that was covered under my warranty at the time beyond the unsatisfactory work that has been put in the vehicle. This is not the first time I have requested a trade due to the multiple problems I have encountered within the 1year and 6 months that I have had the vehicle this was addressed a few months later after the vehicle was purchased I have requested several documentation from express regarding all the service issues and communication regarding the trade that was submitted on my behalf from the service manager *** who stated he would trade the vehicle out under mechanical trade due to all the issues encountered if no changes was made within a few days after the last visit to express service on 9/24/2042 since then nothing promised has been done the car runs but often stalls out the heat has a strong burning smell to the point it can not be ran the tires shakes when driving and hesitate to picks up speed after coming to a complete stop. Of course miles are on the vehicle due to it being drove but the work around service on the vehicle to avoid fixing the major problem is the issues at this point the vehicle needs to be serviced correctly and covered or a refund needs to be issued and the vehicle returned

Sincerely,

******* *****
Business Response
Date: 10/14/2024
Our team has been more than helpful to Ms. ***** in repairing her vehicle over the past two years, as previously stated, with minimal cost to her. We are more than willing to look at it again for her but she is out of warranty. I am sure we can find a way to assist. However, she is currently *********************** danger of being repossessed.
Customer Answer
Date: 10/14/2024

Complaint: 22370946

I am rejecting this response because:
Assist as in How? Please advise what kind of assistance is available due to me being out of warranty and as previously stated all cost will be self pay I have always made my payment never missed the payment has not been made because the documentation requested has not been sent I asked for all the service work performed receipts as well as the documentation sent to the service manager boss who denied my mechanical trade and I have yet to receive a phone call from the service manager directly giving me any explanation as to why the vehicle can not be traded under mechanical trade after this is what was promised per the vehicle being looked at on 09/24/24 I have no problem making any payment as I just completed my last payment since this has been going on and nothing has been addressed regarding this matter all I asked was for the car to be serviced the correct way and covered due to this being a on going situation that was by passed when the vehicle was still under warranty or traded in to a safer vehicle since it has been serviced so many times and still having the same issues. All this has came about because of the service manager making promises he did not honor to I would like to get this resolved but only under what was promised and fair because had he not stated he would trade the vehicle out none of this would have taken place

Sincerely,

******* *****
Business Response
Date: 10/15/2024
Ms. ***** was asked to let the vehicle be towed into the shop, which she denied. We, as stated, are more than willing to look at the vehicle, see what repairs are needed and could either assist with reducing the out-of-pocket cost to her and / or providing the ability to add the cost to the existing loan as a service note she can pay over time. We cannot do a mechanical trade when the vehicle can be repaired and refusal to make an appt to inspect the vehicle will continue with the same result. We continue to repeat the same message. As for the service manager, his involvement is to schedule the appointment and advise of repairs needed and advise the finance department. As no such appointment has been made, he cannot assist in calling Ms. ***** as her communication is with the finance department where she needs to make arrangements for payment. However, in good faith, the service attempted to call Ms. ***** but she failed to answer.
Initial Complaint
Date:06/08/2024
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.
First off I'd like to say there waranty and mechanic and cheif mechanic are a joke nowhere in black and white does it say they do not cover waranty on Comercial use I used van to haul things I was not rough on it and all the problems that occurred were a result of a faulty part which they replaced so that part thermostat got stuck open (high pressure) caused radiator leak caused engine damages .so I flip bills to have it towed there for them to flat out deny to fix it well towing or not ( I wasn't towing anything when issues happen with thermostat)that has 0 bearing on them refused to fix the issue had I been towing or under load which I checked is under the veichles capacity of 7500 lbs but was not under load when the incident happened so it should for all purposes be covered they are just two d as m Cheap to fix it so it's being repossessed .
Business Response
Date: 06/17/2024
The customer was using the vehicle for commercial purposes which voids the warranty. There is specific and clear language in the warranty document regarding commercial use. We will not be covering the repairs for this vehicle under the warranty. He has basically destroyed the vehicle.
Customer Answer
Date: 06/17/2024

Complaint: 21822855

I am rejecting this response because:
The thermostat had no bearing on this again they assumed I was pulling things without asking I will be retaining legal aid then because the thermostat that was replaced by them should have warranty on it and caused the damages I dint put thermostat in was not pulling loads or hauling anything with it now a llc they just assumed I was I. Not going to argue with them about there faulty parts next step is retain legal representation because the cheif head of mechanic should have had warranty on the thermostat it was going out either way and had zero bearing on them claiming that it was my fault it clearly wasn't my fault there thermostat failed twice
Sincerely,

*******************************
Business Response
Date: 06/28/2024
We did contact the customer again regarding his complaint. We maintain that the repairs are not covered under warranty because the customer was using the vehicle for commercial purposes. We did offer to help the customer with the repairs but he indicated that he purchased another vehicle elsewhere.
Customer Answer
Date: 06/28/2024
I will not be paying for a veichle i cant drive as far as i destroy it thatis a bold face lie there part went out there should be warranty on the part that malfunction express auto has a history or lying denying coverage and taking months on repairs you would think if you was a reputible company that you would want the coustomer to be happy i am not i will he reaching out to legal council and the end result will be devastating to exoress auto .i am trying to keep it out of the courts but they are being stupid and are force my hand so i will not stop until my desired outcome there offer was a joke
Initial Complaint
Date:03/28/2024
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.
Good morning, *********.I writing to ask if there is ANY PLACE IN ************ THAT I CAN TAKE MY CAR TO. The vehicle is definitely not road safe, nor is it drivable. There is no way for me to get this car to Holland. Furthermore,, with all due respect, I would not have purchased this vehicle had I known that I would have to take it to Holland for repairs. I WASN'T TOLD THIS UNTIL AFTER THE DEAL WAS DONE. TOTALLY UNFAIR. ALSO Did request and made aware to several people that I was not happy and wanted to bring the vehicle back to exchange for another one. I was told that there was not anything available on the lot at the time, but that ****( the buyer) would definitely be able to get me another vehicle. then all of a sudden the help stopped and I was no longer able to get another vehicle.( I believe that it was because of my review that I had posted at that time). In all fairness, aren't reviews made available to the customers to be able to express the outcome of their dealings and relationship with the company as long as it's an honest review. And that's what I did, and as stated, no one was willing to help me from that point on. I have been a loyal customer since I believe 2019, if I'm not mistaking, I try to be kind to everyone there. I show respect at all times, yet this is what I get. I'm hoping that you can shed some light on the situation and I can get the needed help that I am rightfully ***********. Thank you *********************** ********************************** ************* BLESSINGS
Business Response
Date: 03/28/2024
Our ************** was not aware that the customer is having an issue with her vehicle. Unfortunately, we do not have a service location in ************. We are willing to pay to have the customer's vehicle towed to Holland if that would help.
She should call our ********* ************** at ************** to make arrangements to have her vehicle serviced.
Customer Answer
Date: 04/08/2024
More Good morning, *********.
I writing to ask if there is ANY PLACE IN ************ THAT I CAN TAKE MY CAR TO. The vehicle is definitely not road safe, nor is it drivable. There is no way for me to get this car to Holland. Furthermore,, with all due respect, I would not have purchased this vehicle had I known that I would have to take it to Holland for repairs. I WASN'T TOLD THIS UNTIL AFTER THE DEAL WAS DONE. TOTALLY UNFAIR. ALSO Did request and made aware to several people that I was not happy and wanted to bring the vehicle back to exchange for another one. I was told that there was not anything available on the lot at the time, but that ****( the buyer) would definitely be able to get me another vehicle. then all of a sudden the help stopped and I was no longer able to get another vehicle.( I believe that it was because of my review that I had posted at that time). In all fairness, aren't reviews made available to the customers to be able to express the outcome of their dealings and relationship with the company as long as it's an honest review. And that's what I did, and as stated, no one was willing to help me from that point on. I have been a loyal customer since I believe 2019, if I'm not mistake. I try to be kind to everyone there. I show respect at all times, yet this is what I get. I'm hoping that you can shed some light on the situation and I can get the needed help that I am rightfully ***********. Thank you
*********************** -*****.
***************************
*************
BLESSINGS
To:BBB of West ********
I id not realize that I had an urgent response time. I'm just seeing your response
...This particular text was sent to Express auto On March 27th, 2024. No response.I learned today after calling Express Auto and before noting the response from BBB that Express will be picking up the tab on the tow for my car. After first telling me that I had to pay for the tow myself and before asking me my name. It wasn't until I stated my name and seeing that I had contacted the BBB that they told me that they would be picking up the tab.Wh8ch actually scares me when I think that had I not contacted the BBB, I would not have gotten this far. Express auto has now sent out a towing service to pick up my vehicle It's *********************** the driver, ***************************** owns the tow company with his brothers. He said to me that my vehicle was the third vehicle that they had towed today for Express Auto.And had picked up even more within the past week. Stating also all the cars had major issues and mine appeared/sounded like a bad transmission. I deserve a new vehicle. They didn't honor their three day turn around and I was treated fairly rude after my review
Business Response
Date: 04/11/2024
We are looking forward to helping the customer repair her vehicle. The vehicle she leased has a warranty which will be honored for any covered repairs. If the customer has questions or further issues with the vehicle, her best course of action is always to contact our main ************** in ********* at **************.
Initial Complaint
Date:09/22/2023
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 have been trying for months to get a title for my car. I have been told multiple times that I would get a call back and no one has ever called me back. I cant sell my car until and the car has depreciated so much due to their failure to return my call.
Business Response
Date: 10/03/2023
This customer paid off her lease with us but never returned the vehicle or paid the residual. She needs to either return the vehicle or pay the residual. We have tried to contact her many times over the past few years. Her claims of trying to contact us are false.
Initial Complaint
Date:06/30/2023
Type:Service or Repair Issues
Status:
ResolvedMore 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 made my payment the at around 1 pm on 26 th woke up next day had get gas around 6am I had b to work at 7:30 am turn my van off to get gas after that tried to trun it on would not start o had pay 150 for tow truck at 10 am they turn my car back on the girl ******** was rude told me there was nothing she can do I asked to talk to manager no one has called me back that had no right to shut my van off
Business Response
Date: 07/11/2023
We have been in contact with the customer since this complaint was filed. We have asked for a copy of the tow bill and will be reimbursing the customer for the cost of towing the vehicle.
Customer Answer
Date: 07/11/2023

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:12/12/2022
Type:Sales and Advertising Issues
Status:
ResolvedMore 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.
Ive had repairs done on my vehicle through **************** due to the alternator going out on Sep.5,2022. The alternator was a refurbished one because they was being cheap and did not want to pay for a new alternator. So on Dec 3, 2022 the alternator went out again and they have charged me the difference from the refurbished and oem alternator. I want to file this complaint because the alternator was supposed to be covered in my warranty and theyre making me pay for it.
Business Response
Date: 12/13/2022
In September 2022, Pro-Am replaced the customer's alternator with a refurbished alternator. This part failed. Pro-Am replaced the failed alternator with an OEM part. These repairs were done under our warranty. The only out of pocket cost to the customer was the deductible on the warranty.
Customer Answer
Date: 01/05/2023

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:06/29/2022
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 car from express auto and it has been in the shop 4 times for the same problem and it keeps breaking now they refuse to fix the problem and told me to take it to my own shop and pay out of pocket even tho my car is still under warranty
Business Response
Date: 07/06/2022
The repairs that the customer is referring to were sublet to Muffler Man and we have paid for all of the repairs. When the customer told us that he was still having problems, we asked that he take the car back to Muffler Man. If the needed repairs are covered under warranty, we will pay for the repairs. We can't determine what repairs are needed until he takes the vehicle back in to Muffler Man.
Customer Answer
Date: 07/07/2022

Complaint: 17498398

I am rejecting this response because: my car has been to two of there shops and the same parts keep breaking and they told me that they were sick of paying for it and to take it to my own shop and pay out of pocket for it to get fixed

Sincerely,

*********************
Business Response
Date: 07/12/2022
We contacted the customer by phone and are to resolve the issue.

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Express Auto Finance is NOT a BBB Accredited Business.