ComplaintsforExpress Auto Plus, LLC

• Initial Complaint

  06/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Basically I was over charged and requested a breakdown. The employee that there name **** refused to give me the answer. The basic communication is text and nobody seems they cannot understand how I feel

  Business response

  07/17/2024

  Hello, Please see attached email with an response to ********** *********************.  Her account has been updated and payment schedule re-contracted on July 9th, based on her new payment date as desired.  Her account is now current; however we are awaiting her signature on the paperwork for our records.

  Thank you.

  Customer response

  07/17/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21852892
  
  I am rejecting this response because: 
  Good Afternoon 
  Im going to reject to the response from ************************* the representative for Express Auto. Reason is the update from the contract which was mentioned been changed. What about the reimbursement that is owe to me. I dont want them to be added to my account, I would like it issued back to me. Which I didnt receive the ledger later which i mentioned in the complaint. Along with this I preferred not to deal with ********************* or ***** regarding my account. Which it be best that upper management would be the best for business. Feels like retaliation along with the bullying they would not best for the business relationship.

  Regards,
  
  Lai *********************

  Business response

  07/31/2024

  Hello, 
  
  The customer, LaiMari ******, has been contacted via email and the situation has been resolved since July 17th, see attached email thread.  The customer's accepted the Lease Amendment and was in good standing.  
  
  Thank you.

  Here is the Modified Lease Agreement that the customer failed to come in and sign, although we have already changed her payment date per her request. 

  Customer response

  08/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21852892
  
  I am rejecting this response because: 
  Again with signing this contract what is about the money that is owe to me. Fees that was accrued that I should have not been uphold for. Late fees, repo fees and the key. For your negligence of not fixing the contract when it was discovered. So that needs to be settled before I put my name on anything from this business. 

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

• Initial Complaint

  01/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a car from express auto now I made a payment the first of Dec. n I knew I was going to be a little late paying it now they said if that ever occurred to contact them and we could work something out only for me to call me repeatedly and not able to get through not even once didn’t receive a email, a call even a txt message too let me know what is goin on so then they proceeded to come in the middle of the night and take the car and still didn’t get a notice a call or non of the sort to inform me what steps that are going to be taken or anything like that that I had to turn round a wait 7 days to talk to someone to retrieve my property out of the car

  Business response

  01/16/2024

  Hello,

  Thank you for the email.  The leased vehicle was repossessed due to default of payments. Please find the attached contact history that reflects all transactions taken toward the account.  The recovery invoice dated, January 2, 2024, was emailed to **************************.

  Sincerely,

  Express Auto+

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought 2008 handa San fa and went to get it services and did not have Cadillac converter, some one rigged it was like that when purchased, but, just found out when I went to get it serviced, they covered up the problems, have been getting head aches while driving and it is making putting noises. I have paid them over 6000 dollars and they don't want to fix the problem, but still want payments.

  Business response

  05/31/2023

  Hello and thank you for contacting Express Auto+.

  After a thorough review of your account, we have confirmed that you have been in possession of the vehicle since August 8, 2022. Our records indicate that the vehicle was sold without any known issues with the catalytic converter. Therefore, we regret to inform you that we cannot accept liability for any problems related to the catalytic converter.
  

  We understand that encountering issues with your vehicle can be frustrating, and we empathize with your situation. In this case, we recommend taking the vehicle to a trusted muffler shop to have the catalytic converter inspected and repaired, if necessary. However, please note that any expenses incurred for the repairs will be your responsibility.
  

  We apologize for any inconvenience caused and regret that we are unable to provide further assistance in this matter. If you have any additional questions or concerns, please feel free to let us know, and we will do our best to assist you.
  

  Thank you for your understanding.

  
  Best regards,

  Express Auto+ Customer Support
  

• Initial Complaint

  08/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a blk 2006 Liberty jeep last year From express auto plus on refugee Road it was my 1st time there. I normally go for bigger SUVs I don’t really drive cars because I get carsick. I purchased a jeep liberty before I gave them the money for the dwn pmt there were some issues that needed to be addressed drivers window horn heat wasn’t blowing out well that comes to mind. The Jeep was $10,000 I put $4000 dwn that day before I picked the jeep up they said they would fix the stuff&detail it because it was really dirty when I came back couple days later they had fix the window &cleaned it a little but not to my satisfaction because it was still dog hair mud all in the truck it had this smell that I just could not stand They gave me a date to come back to get my horn &heat fix I kept coming bk The whole year. They would keep my car between 2 to5 days trying to fix the heat &get that smell out of the vent We FROZE all winter LIKE FROST BITS IT FELT LIKE. the floors were soaked we inhale antifreeze the whole winter the inside of the windows was wet and foggy every time I had to drive it was hard to see they could just never get this fixed they change their mind about fixing my horn because they realize it cost too much then when I emailed corporate they realize it was a hazard they end up fixing it eventually because we almost got hit again. Then I get a polite call after I had started emailing corporate a lot I was made to believe they were going to transfer all my money from the Jeep to the new vehicle. they did not they made me come up with $750 once I got there I had to borrow it. for the red 2010 13000 impala that I got 3months ago it broke dwn 2months after I had it the transmission went out we almost got hit in the middle of a 4way st. &the car was whining so loud a car shops said the rack pinion was going out Kept my car 14days fixed transmission but its still slipping They chd it again last wk said it’s fine but i nd whl Alignment now. No its NOT

  Business response

  09/20/2022

  Ms. ********,

  The first car leased has not relationship the the 2nd vehicle that you currently have leased with us. Please refer to your lease agreement for clarification, neither vehicle is titled in your name. Both of the vehicles that you reference are owned by Express Auto Plus, you leased both of the vehicles in question, and you maintain no ownership interest until the lease and residual are is paid in full. We do not make adjustments for from lease vehicle to lease vehicle, I hope this answers you complaint.

  Customer response

  09/21/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17748761
  
  I am rejecting this response because: Im hearing them use the term lease. I never EVER LEASED A CAR.  I buy cars. That’s why In all my emails you see me talk about how I like to plan before purchasing I don’t like making car payments so I’ll get a vehicle and hurry up and pay it off so I don’t have to deal with anybody or make any payments. Before I even sign the paperwork when I first got the 2012 liberty jeep I asked the car salesman why does it say lease!!! Before I passed the money to him and before I signed anything I ASKED AND MY STEPDAD ASKED WHY does the paper say lease. He said that’s just how they word it. I said oooookay BECAUSE I DO NOT LEASE VEHICLES I BUY. I like to pay off the price of the car no more no lease NO PROBLEMS. I asked him THIS IS A BUY HERE PAY HERE RIGHT?? He said yes then I signed the papers to purchase the Jeep. They said the Jeep library has nothing to do with this it’s separate. No it’s not that’s how I got into this situation in the first place. This is how I even got into business with them. They said look at the paperwork  I’m just now getting the paperwork for the impala like 2 weeks ago. When we were in the office at the other location and they were rushing to do the paperwork because everybody was ready to go home There was a couple people conversation about my paperwork and I heard them say that I already had an account with I have another vehicle and the way they were talking I thought they were just switching everything over because I never got any paperwork until I just asked for it two weeks ago to file this claim. So The other vehicle does have something to do with all this. And from my understanding I thought at first I was going to start from where I left off with the jeep with the payments when I got the red impala because I was getting a smaller car it wasn’t what I wanted it was like I just was given whatever they had left then I hear the car is 13,000 and the jeep liberty was 10,000 how that makes sense. I have a friend that leased cars he would get a new one every few months from my understanding they took.  care of everything and when he was tired of them he just went back and got a new one I’ve never done that before I’ve never wanted to do that before if I wanted to lease a car I wouldn’t have went to A buy here pay here to get a old running car I would have went to Lindsay Honda and got me a 2022 Honda civic or 2022 Challenger. That’s why I do not except this. Why would I get a 2010 impala lease it never what I wanted never in my life said I wanted to impala but I’m a lease it keep giving my money away that makes no sense and it breaks down two months later transmission gone before that the rack pinion  messed up need to be replaced. No it was a lot of false information given a lot of lies given when I first came into that office evidently because if not we would not be going through the situation and yes it starts last year when I first came to them and got a vehicle because if the jeep had been running right I would not have ever gotten into this one this is almost $20,000 for a car that’s not even worth it.
  
  Regards,
  
  ******* ********

  Business response

  10/04/2022

  There was no offer, please see previous response.  Thank you.

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 2004 Honda Accord with high miles. The cost if the vehicle was $4783.88. On the way home from the car lot the car broke down. I contacted the salesman named *** after it stopped running and he texted me he was with his family and could not talk. I was so mad. I know it's as is but on the way home it should make it 10 miles to my house. Come to find out the car engine lights were cleared before I drove it home. I had to put the car into the shop and it was a engine part that was bad. The engine light came on on the way home. I have documentation and emails to the car lot and they told me they are not going to help in any way. I spent $513.00 to get it running after I gave the lot a $3000 deposit on the car. The salesman *** knew I broke down and he never even called the next week, I had to call them. Also all the vehicles on the lot do not have a buyers guide in the windows visible. This is a problem and a law. Take a look for your self and you will see no buyers guide in the vehicles. I expect them to pay for my repairs. The car lot ad***ss is 4535 Refugee Rd Columbus OH this is where they sold me the vehicle.

  Business response

  08/24/2022

  The vehicle was purchased as is.  There is no warranty.

  Thank you - Express Auto
  

  Business response

  10/07/2022

  The Title is ready and available for pickup at 4535 Refugee Road, Columbus, OH 43232.  Thank you.

  Customer response

  10/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ******* ******

*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. ↩