Complaints

This profile includes complaints for Diego’s Express Auto's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Diego’s Express Auto

  49 NW 1st St Ste 3 Ontario, OR 97914

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  Diego’s Express Auto

  49 NW 1st St Ontario, OR 97914-2468

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:08/23/2023

  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 traded in my **** ***** Tahoe for what I thought was a beautiful 2012 dodge Durango. It immediately showed issues transmission computer everything the vehicle literally financially ate me alive I'm a mother to three children and not only am I out my Tahoe and 500 dollars down. I am out thousands in repair only for it to not be fixed and had no choice but to have canyon county financial company come take it and now I have nothing no way to work or anything someone needs to do something about him I feel so scammed

  Business Response

  Date: 08/24/2023

  This customer got their vehicle repossessed because they didnt make their car payment to ***************** Not because of a failing transmission, the vehicle drove just fine when she bought it. I have all the texts to prove that we asked her to bring her vehicle in so we can put a brand new transmission on it if that was really the problem. The customer kept making excuses as to why she couldnt bring it in and kept insisting we send her $600. I told her we couldnt do that and thats how all this started, if she would have simply brought the vehicle into our shop we would have taken care of all the repairs. 

• Initial Complaint

  Date:08/04/2023

  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 went to buy a car from this dealership , we signed all the paperwork and the guy gave us (my family and I) the keys and said we just needed to put insurance asap and go to the dmv to get a temporary plate . Then we had to send him all the prof of everything we were doing . We also had to pay $1000 down payment. Which we gave him . I have 2 daughters under 2 years old and we had a vehicle with no AC which is the reason we were getting a new (used) car . So after 4 days he told us the bank didnt approve us and said we had to give the car back . He said the bank charged him $1300 to cancel the contract so we couldnt get out money back and that we actually owed him for that which was not true because we called the bank and 1) our app was never approved so there was so contract and 2) they dont charge that at all in any circumstance to begin with . So we told him and now says theres other fees (we left the vehicle in NEW o condition nice and cleaned ) . So long story short , he is staying with the vehicle and says he will also not give us our money back . So we scammed us $1000 which we worked hard for . And now left without a vehicle and that money . And lies about the fees . He charged us $14,995 for the car and is now reselling it again for $10,995.

  Business Response

  Date: 08/04/2023

  Customer came in with a fraudulent social security card to purchase a vehicle. They left a $1000 down payment and took the vehicle. It was a week before the bank caught into it and luckily we recovered the vehicle. This customer will not receive their down payment back. We have to put this car through the shop again, pay for detailing, market it all over again, and yes we will charge a cancellation fee in this circumstance. BTW we lost three potential buyers because of these fraudsters and we are pursuing charges. If anyone reading this even thinks of coming to our dealership with forged paperwork we will make sure you go to jail. 

• Initial Complaint

  Date:12/08/2022

  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.

  I purchased a vehicle from this company on November 26, 2022.I left ***** on Tuesday coming to *********** because my fathers house was declining and I needed to make an emergency trip as I arrive Wednesday evening around 7 PM. Diegos Xpress auto sales had my car repossessed. He stated that its because I never registered the car in *****. I registered in ****** and then the fact that I left the ************** I replied to him the car is registered to ***** to my address in ***** and I left the town because I had a family emergency to come and check on my father and it does not state on any constitution or rules within ****************************, that I am not allowed to leave the state when I am making payments on a Car And he is refusing to let the car be returned to me without charging me $1900 Im not paying on a repo fee because the car is not repo. I have not even made my first payment on my loan. My payments are not due until December 26 and so forth the 26th of every month so I did not default on anything and I do have the car legally registered in the ************** so I am I would like for the car to be returned to me along with my $3500 deposit that I put down because I am stranded in ***********, ********, and I am not able to get back to ***** so that I can get back to work. I also have a friend who is here with me who is stranded as well so we have both been inconvenienced. I have also called ******************* of justice and reported this business to them as well. My report number for them will be ****** as well as I have also reported this to the police department in *******. I spoke with ******** **************************** His phone number is ************. I am waiting for him to get me back with my police report number as I currently dont have that one or I would give it to you.

  Business Response

  Date: 12/08/2022

  This customer, ***********************************, did purchase this vehicle on Saturday November 26th. She contacted me the previous day that she was interested in purchasing a vehicle. After providing her with some vehicles that we had available, she stated that she would like our 2014 **** Escape.  I had her fill out an application on our website. After reviewing her application and seeing that she had been to several different dealerships and was unable to get financed, we decided to take a chance on her and help her out with in-house financing. I told her on Friday that we would assist her with financing a vehicle, with $3500 as a down payment. On Saturday she came to the office, test drove the vehicle, and said she would take it.  
  We asked her for an ID, proof of residence and a check stub. We reviewed her documents, which were from ********. We asked her where she lived, and she stated that she had moved to ***** 6 months earlier. Being a dealership, this did raise some red flags, but we still wanted to assist her because she stated that she needed a vehicle to get to work. We did the paperwork, and when it came time for her to give us the down payment, she handed me $2100 cash. I explained to her that I was unable to sell this vehicle for that down payment amount. She said she would send money through cashapp, and did send $500 of the remaining $1400, leaving her with a balance of $900. She said that she would send the $900 in a couple of hours. Trusting her in good faith, that she would return with the remaining balance, I let her take the car, under the agreement that she would not take the car out of ***** until her down payment was paid in full. She was also advised that the vehicle required full coverage insurance, naming Diegos Express Auto as the lien holder (this needed to be provided directly to us), the vehicle would need to be registered in *****, and her responsibility of paying the taxes and registration to the Idaho DMV (as we did not collect any taxes from her) were also required. We never received this documentation from the customer. We did call the Idaho DMV to confirm if the vehicle had been registered, and they stated that the customer received a conditional registration, allowing her to drive the vehicle, but the taxes had not yet been paid or the vehicle fully registered. The down payment nor the insurance was not provided to us Saturday, as the customer had stated she would do.  
  
  I contacted her Sunday, and she said she was having trouble with cashapp. I asked her if she could go to the atm and bring us the down payment in cash. She told me her bank was blocked and she had no access to money, so I said, That is fine, I`ll give you a couple days, so that she could bring it in. I explained to her that, I understand that banks are closed on weekends, but its important that we get the down payment. I usually dont let customers take the car until the down payment is paid, so I am kind of trusting you here.. I trusted ********* and I had good intentions for her to have a vehicle because she had no way to work, from what she told me. Monday there was no payment, no proof of insurance, and no communication from her.  
  
  Tuesday there was still no payment, so I sent her a text and she said, I will send you a part of the balance today. I awaited a partial payment, and still nothing was received. She did not pay $3500 down payment, as she mentioned. The remaining down payment balance was never paid, and this is the reason for the repossession. Wednesday morning, I asked her about the payment, and she said she needed to contact customer service and would get back to me, and she never did. At this point we made the decision to repossess the vehicle in *****, *****. When we looked up the *** location of the vehicle, she was gone. She had left ***** (breaching our agreement), and was already in ********. According to ****** Law, "In ******, state law allows a borrower's car to be repossessed as soon as they're in default on their car loan."
  We contacted a third party repossession company in ***********, ** to repossess the vehicle. They were able to locate the vehicle. Soon thereafter, ********* text us asking why the vehicle had been repossessed. We explained to her that there were several breaches of contract.  
  Even after all of this, she text me that she wanted the vehicle back. So I told her, I have no problem with her taking the vehicle back, but we need the remaining balance of the down payment ($900) plus the repossession fee which is $1000 according to our contract, which she signed. In order for her to take the vehicle, full coverage insurance showing us as lienholder, and proof of registration with ***** taxes paid would also need to be provided to us. She stated she would not pay the repossession fee, but would give us the $900 remaining down payment that she had not paid yet.  I explained to her that the repossession fee was required, and that if she didnt think she was liable for the fee, she can pay us the $900, the repo fee ($1000), and we could go to court and dispute the repossession fee.  
  I told her if the judge stated we were required to give her back the repossession fee I would gladly pay her back that fee, no problem. But as of now, if she wanted the vehicle back, we need the down payment and repossession fee, within 24 hours. She would be able to pick up the vehicle, which she stated is walking distance from where she is currently located. We have provided her with ample time to pay the down payment, provide us with the vehicle insurance and registration, and have yet to receive any of this. All we have done is try to help her out and unfortunately now we are stuck with a $2700 tow fee to return the vehicle back to ******. If you have any additional questions and require additional information, please feel free to reach out to us. 
  
  

  Customer Answer

  Date: 12/13/2022

  The Business has yet to return and money back to me matter of fact they denied and declined the cash app request for the return of funds which I will attach the screenshots below along with my proof of registration