ComplaintsforExpress Auto Sales III, Inc.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Express Auto Plus,, I hope this message reaches the appropriate parties who can address my concerns. No one ever answers the phone or emails. I am writing to express my utmost dissatisfaction with my experience as a customer of Express Auto Plus. The issues I have encountered are numerous and have significantly impacted my overall satisfaction and trust in your company. Firstly, I would like to address the excessive repo fees that are charged to customers. These fees are exorbitant and seem to have no reasonable justification. It feels as though Express Auto Plus is taking advantage of unfortunate circumstances, imposing financial burdens on individuals already facing difficulties. Furthermore, the lack of responsiveness from your side is concerning. It is extremely frustrating to be met with unanswered phone calls and endless hold times. As a customer, I value effective communication and prompt assistance, neither of which have been provided by your company. Additionally, the condition of the cars sold is far from satisfactory. Despite being advertised as sold "as is," it has become apparent that extensive repairs are required upon purchasing a vehicle. This is not only unethical, it unprincipled. This discrepancy undermines the trust customers place in your business and portrays a lack of transparency. Moreover, the payment dates set by Express Auto Plus do not align or correspond with my personal payment dates. This misalignment creates unnecessary confusion and stress, as I am expected to meet payment deadlines that do not align with my financial obligations. These practices feel exploitative and unfair, bordering on predatory lending practices. I implore you to reconsider these business practices that not only harm customers but also tarnish the reputation of Express Auto Plus. I sincerely hope that you take immediate action to address these concerns and rectify the situation. Thank you for your attention to this matter. Sincerely, ***

  

  Business response

  06/06/2024

  Hello,

  
  Thank you for contacting Express Auto regarding complaint #21799129. We have reviewed the complaint and apologize for any dissatisfaction with the handling of your account and your experience. However, we do not acknowledge the disputed amount of $3840, which pertains to your vehicle's repossession for nonpayment.
  

  Best regards,
  Express Auto

  Customer response

  06/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21799129
  
  I am rejecting this response because: The issue of non-payment that I recently encountered is directly connected to the fact that nobody answers the phone at your establishment.  This lack of communication has made it impossible for me to report a late payment or any other issues that may arise. 
  
  The quality of your customer service is extremely subpar and, sadly, it reflects in your response. I understand that I may have paid my payment 15 days later than expected, but I find the $400 repossession fee to be completely unreasonable.  Especially considering that your tow man himself mentioned that he barely receives half of that amount. 
  
  Furthermore, I would like to highlight some additional concerns about the vehicle that I had acquired from your company. This vehicle, with over 220,000 miles on it, was known for having a high theft rate. Within the first 30 days of leasing , I had an unfortunate incident where I was falsely advised by one of your service men that the car needed a tune-up. This turned out to be a misleading recommendation. 
  
   It is disheartening to see a lack of integrity and humanity from a business that I had placed my trust in.  And, to add fuel to the fire, let me mention Jessie from your recovery service company. His nastiness and lack of professionalism have made him the worst person I have ever had the displeasure of dealing with. However, as they say, birds of a feather flock together. I can't say I'm surprised.
  
  From this point forward, I am determined to ensure that no one else goes through such a negative experience with your company.  My mission now is to make sure the public is aware of your practices and to prevent others from facing the same frustrations that I have endured. 
  
  I sincerely hope that you take the time to reconsider your customer service approach, address the concerns raised, and work towards building a more reputable and customer-oriented business. 
  
  Yours sincerely,
  
  ***
  
  Regards,
  
  *** **********

• Initial Complaint

  03/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was behind on payments. I had made a partial payment the day before. They had took my car from me the day i was going to make the rest of my payment. So I let them keep it. I leased the car, and it was in the contract that if the car was taken it wouldn’t be on my record. When I came to grab my belongings from the vehicle they then refused to give me a copy of my contract. A year later, they put a repo on my credit report..

  

  Business response

  03/12/2024

  Hello, 

  Thank you for your inquiry.  However, Express Auto+ does NOT report to ANY credit bureau.  We have not filed anything toward the customer.

  Hope this helps.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My car was repossessed in December of 2023. I had at the time no way to get my personal property that was left in the car. I emailed them in several occasions asking about my personal property all to no avail. They never responded or answered back. I want my personal property that was left in the car. They have no right to keep it or to discard it as there are things that was in that car that are irreplaceable.

  

  Business response

  02/01/2024

  Dear Mr. *******

  We initially informed you via email about the process and the timeline for retrieving your belongings.

  Additionally, our company representative verbally communicated with you regarding this matter on several accounts.  You were advised several times to come to our location at 4535 Refugee Rd to collect your belongings, which were held for a period of two weeks. Unfortunately, despite our efforts, your belongings were not picked up within that time frame, and we were left with no choice but to dispose of them as per our company policy.
  
  Respectfully,

  Express Auto

  Customer response

  02/02/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21189861
  
  I am rejecting this response because: 

   

  the company is lying trying to cover their bites by saying they gave me two weeks to pick up my things. 
  they sent me an email saying I had 1 day and only 1 day to pick up my items. 
  In fact they never even gave me an addresss where to p
  Regards,pick up my items. So they are lying. 
  
  ******* *******

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a vehicle on 12/14/23, I have not missed a payment, and depend on my vehicle as a Government worker. For the record, I don’t generally purchase vehicles from a buy here pay here. This company is ran by ****** ******, he has a staff of unprofessional employees. I was desperate to purchase a vehicle in order to maintain my Government job. At the time of purchase, I pointed out several issues with the vehicle, of which I was told, “No problem, just bring the car back in, and we will take care of it” Which all proved to a a lie, I didn’t have the privilege of driving the vehicle for more than 30 days without it breaking down in 9° temperatures. I forfeited the right to complain at the time, my insurance paid to have the vehicle towed to my home on 1/15/24. The following day, I contacted Express Auto, Inc. I was instructed by them to have the vehicle towed to their premises, I then had the vehicle towed to their Refugee Road location. Upon my having the vehicle towed there, I was informed by ***** that I never should have been sold this particular vehicle, and that a I should have been placed in a better vehicle. I informed several staff members on my initial concerns with the vehicle, and how I was told to just bring the vehicle back in, and that I wouldn’t have to pay out of pocket for any issues. This turned out to be untrue, after having my vehicle towed to this establishment, and after making a car payment, they went back on everything they initially promised: I am now without a vehicle, and out of money. I even paid for Lyfts too and from their Livingston Rd location, on their promise that they would place me into a better vehicle. I can’t go to work or do my job at all. I am heartbroken as a consumer and am out of money, I don’t owe them anything. The vehicle exchange they promised also didn’t happen. Nothing they said has happened, now my career is at risk. I can’t work without a vehicle.

  

  Business response

  01/25/2024

  Hello:

  Thank you for bringing Complaint ID 21160561 to our attention. We're pleased to inform you that the issue has been successfully resolved. ****** ***** has been provided with a different vehicle and is now satisfied with the outcome. We appreciate your understanding and cooperation in this matter.

  Sincerely,

  Express Auto+

  Customer response

  02/10/2024

  [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,
  
  ****** *****

• Initial Complaint

  09/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 8/26 I put 1300 on a 2009 Chevy Malibu. My payment was due 8/9 and I called and they said the site to send the me the link where to pay my bill was down. To call back Monday. I forgot to call Monday cause my friend was in the hospital then I had to work. I went to bingo at 6 o’clock, by 9:30 my car was gone. I was 2 days late with payment so I honestly thought someone stole it. Called the sales guy **** to let him know what was going on. Like come on, I work in Chillicothe Ohio and that’s where bingo was. They drove from Columbus to Chillicothe over a 2 day late payment. The sales guy **** even told me I’m only 2 days late there’s no way they would have repossessed my car. Come to find out they did. I literally just put 1300 on this car 2 weeks ago just for them to take it back cause their system was down and I forgot to call. I want my car back or some help or something. Things were just starting to go right for me then this happened.

  

  Business response

  09/20/2023

  Thank you for contacting Express Auto.

  This issue has been resolved.  The 2009 Chevrolet Malibu was released back to the customer on Tuesday, September 12, 2023.  

  Customer response

  09/28/2023

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

  
  

  ###-###-####

  *******, ********* 20589861

  Express Auto Sales III, Inc.

  Sep 28, 2023 11:59 AM

  
  

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 20, 2023 I purchased a car and paid the down payment of 1500.00. I had an 90 days same as cash deal where I would pay 1200.00 a mouth. I paid off my car May 11,2023. I still don’t have my title. I’ve called and went up there and they told me twice that I had to get another 30 day tag because they don’t have the title. They’ll call me when they receive it. One lady said that we are still in the COVID time and police won’t stop me for driving with expired tag. She asked “ you have license right?” that was in May. I had to file a complaint with the Attorney General’s on the 29th of June because I didn’t want my 17 year old daughter driving on expired tags and possibly getting pulled over. Which I explained to the ladies. It’s going on 4 months with no title, but when we (bmv) pulled up the title it’s says it’s owned by express auto sales. I paid for my car on time, before the agreed time. I just want me title. Im on temp tag #3. Thank you

  

  Business response

  07/21/2023

  Hello,

  The Title #23 0353 8244 [2009 KIA], VIN # *****************, was mailed to the customer via U.S. Regular Mail on July 13, 2023. 

  If she does not receive the title in the mail or suspect that it may have been lost or stolen, she has the option to obtain a duplicate title. We understand that this situation may be inconvenient, and we apologize for any trouble it may have caused.  Should she need to apply for a duplicate title, we assure her that we will reimburse the cost associated with obtaining it. Her satisfaction and peace of mind are of utmost importance to us.
  

  If she has any questions or require assistance in the duplicate title application process, please do not hesitate to contact us. We are here to help and ensure a smooth resolution.
  

  Thank you for your understanding, and we look forward to assisting you further.

  [SEE ATTACHED]
  

  Best regards,
  EAS+
  

• Initial Complaint

  04/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased my car February 2023 my temporary tags expired April 11th 2023. It is now April 19th and I still don’t have license plates for my car which means I can not drive it legally. I have went to the dealership multiple times,I have called and spoke with the sales associates multiple times and I have emailed corporate multiple times since April 11th 2023 and still I do not have license plates for my car. My account is current and I have always paid early never have I been late. Corporate has not answered or reached out to me to resolve this matter. My next payment is due in 2 days and I am sure they will want their money in full and on time but have done nothing to help me! If I drive the car without current temporary tags or a current valid license plate and I get pulled over who will pay that ticket? They need to not only give me the license plates but also reflect in my next payment a discount for the inconvenience they have cost me or take the car back and refund a portion of my $1800 down payment and the payments I have made on the car as of date. This is not the way you conduct business! If this does not get resolved I will seek legal help!

  

  Business response

  05/05/2023

  
  **** ******
  Thu, May 4, 5:09 PM (18 hours ago)
  to me
  
  Hello, thank you for contacting Express Auto. We would like to inform you that on April 20, 2023, we contacted Ms. **** to inform her that her hard plate was ready for pick-up. We are pleased to confirm that Ms. **** picked up her hard plate on April 21, 2023.
  
  However, we would like to note that during the initial transaction, Ms. **** did not provide us with a copy of her insurance which is a necessary part of our lease contract. Unfortunately, without the insurance, we were unable to provide Ms. **** with the hard plates.
  
  Although Ms. **** submitted her insurance on April 13, it was late [the vehicle was purchased on February 25, 2023].   We regret to inform you that we cannot credit her account.
  
  Respectfully,
  
  Express Auto
  

  Customer response

  05/05/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19956091
  
  I am rejecting this response because: 
  That is a flat out lie! I’ve had insurance since I bought the car. I got the insurance from Direct Auto while I was at their dealership. I had to get the insurance before I could even leave the lot with the car! The insurance company sent them the policy information while I was sitting there. The guy that sold me the car Tony(no longer works there)lost my insurance information so I had Direct Auto send him the information again. Tony said he received the insurance information. I also have emails from Direct Auto asking them to send the insurance information directly to Express Auto on multiple occasions. If I didn’t have insurance on the vehicle they would have made me bring the car back. Matter of fact I wouldn’t have been able to leave the lot with the car. Instead of accepting responsibility that they dropped the ball they place blame on the customer!! I deserve to be compensated.
  Regards,
  
  ******* ****

  

  Business response

  05/11/2023

  Dear BBB,

  I am writing in response to the complaint filed by Ms. ******* **** regarding the delay in issuing her vehicle registration and license plate. At Express Auto Sales, we take customer satisfaction seriously, and I would like to address her concerns in a timely manner.
  

  Firstly, I would like to acknowledge the inconvenience caused to Ms. **** due to the delay in processing her vehicle registration and license plate. We apologize for any inconvenience she experienced during this time. Please note that the delay was primarily a result of her failure to provide proof of insurance until the month of March [see "Letter of Coverage  - Policy Period"].

  However, as a gesture of goodwill and to express our commitment to customer satisfaction, we have taken the following steps to address Ms. ****'s concerns:
  

  1. We are offering a credit of $94.50 [cost of Vehicle Registration/Hard Plate] to be applied toward her account. This credit is intended to compensate for any inconvenience caused during the registration and license plate issuance process.
  

  2. We are waiving the $20 late fee balance currently on her account, which will further alleviate any financial burden she may have experienced.
  

  In total, the credit and waiver amount to $114.50, which we believe is a fair resolution given the circumstances. We will ensure that the adjustments are made to Ms. ****'s account promptly.
  

  We understand that timely registration and licensing are important to our customers, and we apologize for any frustration caused in this case.

  Should Ms. **** have any further concerns or require additional assistance, we encourage her to reach out to our customer service team at (614)237-3325 or [email protected].

  Thank you for your attention to this matter. We value our relationship with our customers and appreciate the opportunity to address their concerns through BBB's mediation process. Please consider this response as our official resolution to Ms. ****'s complaint. If you require any further information or clarification, please do not hesitate to contact us directly.
  

  Sincerely,
  Express Auto Sales

  
  

  Customer response

  05/11/2023

  [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,
  
  ******* ****

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchase a car from them on 2/27/22 at there location on Livingston. The salesman Bob was helpful and friendly, but I don't feel that he was very knowledge when it came to fine detail about paperwork. I was not told that I had to get my hard plates and sticker through them until I got a text message. My sticker for my car had expired on 3/20/23 I had been trying to Express Auto since 3/2/23 through text message, phone calls where I have left leaving message's and emails and no one return my call until I called from a different number and someone picked up and said that I need to come get a POA. I did that and headed to the BMV to pick up a sticker. I was told by the BMV supervisor that my registration does not match my car (which it does not) I have a 2011 chervolet impala and my registration says I have 2012 mazda that I purchase 10/2021. When I call Express Auto and spoke to **** and told me to send a picture which I did and she replay through text message that it is old registration and I need to give them the POA. I explain to her yes the registration is old because it expire on 3/20/23 I did give them the POA to the BMV supervisor and since the registration does not match the POA they could not give me a sticker. **** told me that I should have only show the POA and go to a different BMV? I told her that did not make any sense and that they need to fix it. I did hang up on her after **** call me and I explain to her what was going on, she told me that she will get back to me, and then ******* contact me and said give her a day or two to get this fix it and I said okay. That was on 3/22/23. I tired to reach someone on 3/24/2023 and no answer until I went up to the Refugee location after work to ask what was the status since no one picked up I was told by **** and Erica that it was drop off on 3/23/23 that morning and they were waiting for ***** to get back with them. For a whole year I have had dirty plates on my car for whole year that I make payments on every two weeks. I don't see how they can treat customers who ask question's but yet blow there phone every two weeks about making sure the payments are on time

  

  Business response

  03/28/2023

  Thank you for contacting Express Auto,

   

  Based on the information you provided, it appears that the issue has been resolved. ***** ******* has been notified that the registration and hard plate are available for pick-up.

  
  It seems that there was an inconvenience and misunderstanding on behalf of the BMV. As a result, Express Auto has decided to compensate the cost of the plate, which is $94.50.

   

  Overall, it's good to see that the issue has been resolved satisfactorily, and I hope that ***** ******* will be pleased with the outcome.

   

   

  Customer response

  03/30/2023

  [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,
  
  ***** *******

• Initial Complaint

  08/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I came into this car lot hoping to get a vehicle they first laughed and told me my paystubs were fake but they let me finance a vehicle that they originally selling for 4000 cash but since I didn’t have that it was going to be priced at 7300 so I put down 1000 which they then told me I needed 1200 down but I could break the 200 into my first car payment which I paid online. They then told me the online system doesn’t know how to separate that payment so it just added it to my total balance of the loan but every time I tried making my every two weeks payment it was still trying to charge me for something I already paid. So when I didn’t make my next payment online I became two weeks past due. They came and towed my car for 390.00 dollars then sent me an invoice stating if I wanted my vehicle back I would have to pay 1400 dollars

  

  Business response

  08/24/2022

  Hello Ms. ******:  We do not report derogatory statements to the credit bureau.  However, moving forward we will proceed to collect the balance in small claims court.  You may call us at (614)237-3325 to resolve this matter outside of court.  Thank you - Express Auto Sales

• Initial Complaint

  02/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I put a down payment on car Oct 2021 But did not sign a contract. They can not show me a contract. They said they would email me the contract . I never received it. They are charging me for the Car. $5000. . The first payment was due & I couldn't pay it until the following week when I got paid. They said I had to sign a new contract & get a new payment date. They directed me to sign something online. I did but they still do not have a contract for me. I made 4 payment last one being Jan 13th made a payment of $218. I caught COVID in Dec & my job fired me. I just got another job & can make another payment but they repo my car which I had set up with ***** on 1-27-22. same day they repo my car. I do not have the car now 2-3-22. I only had the car until 1-27-22 when they Repossed it. They don't answer the phone. They give me the run around & play with me. I want every penny I have given them so I can buy another car elsewhere.

  

  Business response

  02/16/2022

  RE:  Complaint ID 16705581 Mikeyla *******

  On October 27, 2021 ******* ******* signed a Lease Contract for the 2008 Dodge Avenger (see attachment).  On February 9, 2022, Ms. ******* paid to have vehicle released due to repo that resulted from account being delinquent.  

   

  Ms. *******'s account is now in good standing!

   

   

   

*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. ↩