Complaints

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:03/08/2025

  Type:Billing 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 have recently totaled my vehicle, as of February 17th, I bought this car through ******* ****** **** which was financed through Auto Advantage Finance after the insurance settlement was established I received a text message from the sales manager at ******* ****** **** his name was **** ******* he stated that since I will not be purchasing another car through that company I will owe a $500 deductible that will be paid to auto advantage finance. Stating “I do know that once the $500 deductible is paid then your loan would be paid off in full and even reflect that on your credit.” and so I came to the facility in Bethany and tried to resolve the issue in person. They assured me that this is the case with all their customers and directed me towards their payment kiosk. I paid $209 towards the car payment, which they had advised that I do, I also then paid the $500 deductible at the kiosk and they said I was “golden”. March 3rd, I got a phone call from **** at Auto Advantage finance deficiency department saying the insurance check was shorted $731. 04, I asked if I was able to make my biweekly payments on this, she reassured me that this would be no problem, then requested this in writing and she said the only way I could get it in writing was if I mail it. I then got the document in the mail, I called **** back to make sure I could make payments on this amount she then mentioned that a 5% interest would be accumulated every day that I do not pay the full amount I requested this in writing as well as it was not stated in the contract she states that she is only able to provide the document that she had already sent in the mail. I am requesting information on this loan because I am unaware of any interests, invoices, and discrepancies added to this contract. I have been on time on all payments from March of 2023 to Present. I’m under the impression that there have been multiple breaches of contract and I’m still undergoing these issues.

  Business Response

  Date: 03/10/2025

  We appreciate you notifying us of a complaint that was submitted through your agency. We take all complaints very seriously and we will work directly with our customer in regard to this complaint internally within our company. We understand this is an important matter and we will do what we feel is necessary to help this customer resolve their concerns or complaints. We will not respond to your agency in reference to any solution or discrepancies in this matter. Again, we appreciate your notification, and we are diligently investigating this complaint.

  Customer Answer

  Date: 03/12/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  Not a real response, automated response from this company not resolving my issue.
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 03/13/2025

  We appreciate you notifying us of a response that was submitted through your agency. We want to reiterate that we take all complaints very seriously and we will work directly with our customer in regard to this complaint internally within our company. Nevertheless, we stand by our original response to this complaint.

• Initial Complaint

  Date:08/02/2024

  Type:Customer Service 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.

  The insurance department of this company is charging collateral, coverages to customers that already have full comp and collision coverage. The deductibles meet their contractual requirements and they are still charging customers this cover. This is specifically towards the Latino and ****************** because they are the ones using the insurances that are favorable to them. They run audits only on these Latino/Hispanic base companies. They verify the information for these companies specifically and with American companies they do not take the time to verify, but will still charge you for collateral coverage because they do not take the time to verify the information that they need.

  Business Response

  Date: 08/02/2024

  We appreciate you notifying us of a complaint that was submitted through your agency.  We take all complaints very seriously and we will work directly with our customer in regards to this complaint internally within our company.  We understand this is an important matter and we will do what we feel is necessary to help this customer resolve their concerns or complaints.  We will not respond to your agency in reference to any solution or discrepancies in this matter.  Again, we appreciate your notification, and we are diligently investigating this complaint.
  
  

• Initial Complaint

  Date:07/30/2024

  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 and the business signed a contract that they didnt honor! My car was repo I paid all charges that told me to get my vehicle back the next day! They took my money and wouldnt give me car back after they took tow fees and continue to take my payments and wouldnt give me car back but now its on my credit as a repo which I paid and I paid for vehicle for 3 yrs first repo and only had yr left! They wouldnt take my calls or tell me how to get vehicle after I paid all that money! They breached contract! Now they want more money then I owed and sold my vehicle Im guessing! They offered me another vehicle to start all over again! Thats not fair! I wanted my vehicle that I paid ****** for and in one year I would have owned! The dealership couldnt fine my account anymore or vehicle info! Then they put paid off on credit to turn around and put repo! I paid more then the car was worth and now they want me to pay them interest and payments when they wouldnt give car back after repo payment! 3years of no late payments an missed a payment and they repo it I didnt argue I paid them every nickel to get it back the next day but no car just the run around! Excuses go get tag which was on car not expired then insurance so I paid them a extra ***** a month for it an car was not beening drove because broke down! I did everything they ask to be frauded for my car and my money! They I think they refinanced and got money from me and now them! I want my car or my money I paid for it! An then to leave my credit alone when they breached the contract when I paid them what they ask for after repo but they wouldnt give me my car back! I have bank statement of pay for repo and witnesses about all of it!

  Business Response

  Date: 07/30/2024

  We appreciate you notifying us of a complaint that was submitted through your agency.  We take all complaints very seriously and we will work directly with our customer in regards to this complaint internally within our company.  We understand this is an important matter and we will do what we feel is necessary to help this customer resolve their concerns or complaints.  We will not respond to your agency in reference to any solution or discrepancies in this matter.  Again, we appreciate your notification, and we are diligently investigating this complaint.
  

• Initial Complaint

  Date:04/19/2024

  Type:Billing 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 am told that I must make my car payments at the kiosk at express credit auto in ************* on South. I 40 in ********, or incur a courtesy fee of five dollars or more to make the payment. But when I try to make the payment at Xpress credit auto, their kiosk is shut down due to some problem that is not mine. And auto advantage finance who is responsible for the problem? Still wants to charge me a courtesy fee if I pay the payment by phone or on the Internet. Otherwise they will shut my car off electronically if I dont make the payment. How is this fair to extract more money than the payment for me in order to make my car payment? I cannot possibly meet their requirements to pay on site at the kiosk when their kiosk is down They should not be trying to charge me an extra five or six dollars to make that payment. I went there last night to make a payment and they had closed early And I go back again today and their machine is down so I cannot make a payment. *** already spent money for fuel to make a 24 miles worth of round-trip to go there and try to make payments and now they wont extra extra money from me on top of my payment. This cannot be legal or ethical. I need help resolving this I dont have to pay extra and that being my only two choices with these people.

  Business Response

  Date: 04/25/2024

  We appreciate you notifying us of a complaint that was submitted through your agency.  We take all complaints very seriously and we will work directly with our customer in regards to this complaint internally within our company.  We understand this is an important matter and we will do what we feel is necessary to help this customer resolve their concerns or complaints.  We will not respond to your agency in reference to any solution or discrepancies in this matter.  Again, we appreciate your notification, and we are diligently investigating this complaint.

• Initial Complaint

  Date:02/22/2024

  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.

  They would not work with you to get the correct paperwork for the vehicle so they can properly sell it and not f*** over the customers

  Business Response

  Date: 02/28/2024

  Thank you for notifying ******* complaint that you received with your Bureau.  We take every complaint seriously.  If we in fact find this individual as one of our customers, we will work directly with them internally within our company to try and resolve any concerns/complaints they may have.  We thank you again for your concern in this matter.

• Initial Complaint

  Date:07/27/2023

  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 bought a vehicle from express credit auto. Had the vehicle for 6 months with making on time payments. The next month, I had to leave town for work, not being able to make an in- person payment. I call the fiance company and told them I needed to make a payment online or over the phone and ******* stated she could not take it over the phone that I would have to in-person. Told her I was out of town for the next week before I could. She said she would make a note and it would be good. Two days later they disable the vehicle. Then had it repossessed by the 4th day. Fast forward 6 years later, I get served a lawsuit saying I owe the ****** and they started garnishing my wages. Just unethical. Will be filing suit against them. Bunch of crooks!

  Business Response

  Date: 07/28/2023

  We appreciate you notifying us of a complaint that was submitted through your agency.  We take all complaints very seriously and we will work directly with our customer in regards to this complaint internally within our company.  We understand this is an important matter and we will do what we feel is necessary to help this customer resolve their concerns or complaints.  We will not respond to your agency in reference to any solution or discrepancies in this matter.  Again, we appreciate your notification, and we are diligently investigating this complaint.

  Customer Answer

  Date: 08/05/2023

   
  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:07/02/2023

  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 purchased a 2017 ****** Sentra from Express Credit Auto In October of 2020 and was financed through Auto Advantage Finance. Which was a 3 year contract , I had the car for 2 years before the transmission went out . I still made my bi weekly payments off ****** as normal. I called Express Credit Autos warranty department asking if I could drop my car off to be looked at. I received a phone call from the warranty department notifying me that the transmission needed work and that I was out of the warranty. I immediately called Auto Advantage Finace notifying them that the transmission was out and that I could no longer drive the car anymore. Auto Advantage Finace advised me that I would receive a call from upper management. I received a call from a guy in **************** letting me know that there was $3,500.00 worth of transmission repairs and that it was all due at once. I couldnt afford that at all especially not all at once. Thats when he offered to do a trade in on the ****** and get approved for any car on the lot . I told him that I would have to think about it first and I asked the pay off amount for the ******. Which was ********. I went three weeks with no car and trying to decide if I wanted to get into another contract with Auto Advantage Finace. I decided to purchase another vehicle from Express Credit Auto on May 27th which was a 2017 Dodge Charger. With bi weekly payments of $336.00. After having the car for 3 days I took it to get a diagnostic test ran on it to see if anything was wrong with it. It came back with a code for the Catalytic Converter and the Exhaust ****** Gasket. I also discovered a ticking noise coming from the engine , the gears shifting really hard into reverse, and the Ac blowing out hot air on the passenger. I immediately called the ******************* letting them know the issues and that I had just purchased the vehicle. They told me that they would put my car first in line since it was newly purchased to fix the issues. I took the vehicle to the warranty department they told me they would fix all the problem for free at no charge. The guy I spoke to let me know that they dont get to look at the cars before theyre sold and that people usually bring the cars to them once they start having problems . I left the car there for 3 days. I picked up the car and was notified of all the work that was performed and that all issues were fixed. Besides the ticking coming from the engine which they told me that the ticking was un-determined and to come back if the the noises got louder or worse. He also told me to not drive as much so that I could use the warranty. It was a 36k miles warranty or 3 years which ever one comes first. Before I left the lot I checked to see if the Ac was fixed as this was one of the issues. The passenger side was still blowing out hot air. Highly upset after going without a car for so long already to and to leave it in the shop for 3 days . The thought of having to drop it off again for the same issue plus the ticking sound being undetermined . Was enough for me to want to return the car . Shortly after I nullified and voided the contract and returned the vehicle. Auto Advantage Finance refused to provide me with the pay off information for the ****** Sentra.Ive been requesting the pay off amount for days since I returned the vehicle on June 26, and they are illegally withholding this information from me. They also refuse to report my Credit information with the correct amount owed on the 2017 ****** Sentra since August 2022. I havent been provided with any paperwork.

  Business Response

  Date: 07/12/2023

  We appreciate you notifying us of a complaint that was submitted through your agency.  We take all complaints very seriously and we will work directly with our customer in regards to this complaint internally within our company.  We understand this is an important matter and we will do what we feel is necessary to help this customer resolve their concerns or complaints.  We will not respond to your agency in reference to any solution or discrepancies in this matter.  Again, we appreciate your notification, and we are diligently investigating this complaint.

  
  

  Customer Answer

  Date: 07/16/2023

  
  Complaint: ********
  
  I am rejecting this response because: Auto Advantage ****** hasnt tried to work with with me or reach out to me regarding my complaint. Ive called several times and I have sent emails regarding this matter.  I havent been treated with respect at all while speaking to Auto Advantage Finace employees. Absolute horrible company who takes advantage of young people , people with poor credit and gives them extremely high payments , making it impossible or really difficult to actually keep the car. I was unfortunate to make that mistake when I was 18 and purchased a car from them. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/26/2023

  Type:Sales and Advertising 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 received a lemon from this company 3 years ago . I had problems with the the car first day off the lot. Any how I ended up getting lawyer because of all the unprofessional events I had to deal with. My litigation was settled in court 2020. Of course I kept my paperwork but it's also public record. Well this company is now trying to *** me again for the same thing. This company is shady as alll out doors !!!! I would not recommend anyone getting a car from this place

  Business Response

  Date: 07/12/2023

  We appreciate you notifying us of a complaint that was submitted through your agency.  We take all complaints very seriously and we will work directly with our customer in regards to this complaint internally within our company.  We understand this is an important matter and we will do what we feel is necessary to help this customer resolve their concerns or complaints.  We will not respond to your agency in reference to any solution or discrepancies in this matter.  Again, we appreciate your notification, and we are diligently investigating this complaint.

  
  

• Initial Complaint

  Date:06/13/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 received a very large inheritance deposit during the pandemic, so I wasnt watching every dime in my ac**unt. On 12/18/22 I was preparing for filing taxes and reviewing my transactions. I came across 6 large charges to this **mpany spread out over 14 months. I immediately **ntacted my card issuer to inquire and dispute. Only the last two unauthorized charges were included ($1269.98) due to the timeframe. I was informed, depending on the out**me of the investigation, the other 4 transactions ($2619.96) would be filed then. I did call auto advantage also and was told I must go through my card holder. On 12/23/22 at **** I called ************ and spoke with ******* who again told my personal info and verified I do not have an ac**unt with them or their ****** ** express credit auto. I was advised to send a **py of my card statement to verify these charges. I did this very same day. On 01/03/23 I received a message on my secure dashboard that the investigation was **mplete and these charges WERE unauthorized. I immediately received a credit of ($1269.98) and 10x$20 for the overdraft fees. I called again to ask when the remaining 4 transactions would be credited. I was told **** business days. As of today, my card issuer and auto advantage keep sending me to the other for an answer. I called the ***** office and asked for direction on how to get a resolution, the rep was rude and reluctant to help, but after I was persistent she took my name, transaction info, put me on hold, and hung up on me! I still havent received my credit !

  Business Response

  Date: 06/16/2023

  Thank you for notifying us of a complaint that you received with your Bureau.  We take every complaint seriously.  If we in fact find this individual as one of our customers, we will work directly with them internally within our company to try and resolve any concerns/complaints they may have.  We thank you again for your concern in this matter.

  Customer Answer

  Date: 06/16/2023

  
  Complaint: ********
  
  I am rejecting this response because:I do not and have never had an account with this merchant. I have reached out to them directly many times and have only been redirected back to my card issuer. This is ALOT of money of mine that was never authorized to be released to them! All I want is to be refunded the money taken unauthorized from my account! Thank you!
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/15/2023

  Type:Billing 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’ve been a customer of this crooked company since 2016. But this has to do with the now. I have had my second car paid off with them for over a year now. All of a sudden I know have a third express credit auto account on my credit for the same car (twice) they told me to report it and they verified it as accurate and dropped my score 40 points when I have not had an active account with them since April 06, 2022. These people are crooks. I traded in my previous car I had with them for another one. I got a 2014 Chevy Malibu from the normal location. The check engine light came on 4 hours after I drove off the lot and they REFUSED to give me back my other car. They said I could not unless “I felt very unsure” in the new car. This is a warning! Two cars with them and I wish I never ever got any car with them. Nightmare after nightmare. I thought it was over but now over a year later with no account… somehow they are back saying I bought two of the same car, two days apart. I’m getting a lawyer this time. I’m done with this crap. This company has dropped my credit score over 150 points somehow and I paid off both of my cars with perfect payments with the proof for everything. I thought this would build my credit…. Not too do the total opposite. Also the salesmen LIE on your application saying you make sure or you have income other places so they can make the sale. Crooked all over the way around. I have so many horror stories since 2016.

  Business Response

  Date: 06/08/2023

  We appreciate you notifying us of a complaint that was submitted through your agency.  We take all complaints very seriously and we will work directly with our customer in regards to this complaint internally within our company.  We understand this is an important matter and we will do what we feel is necessary to help this customer resolve their concerns or complaints.  We will not respond to your agency in reference to any solution or discrepancies in this matter.  Again, we appreciate your notification, and we are diligently investigating this complaint.