ComplaintsforAuto Express Superstore

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had to take my truck into Auto Express Kia due to a warranty. My engine started knocking so I called them telling them exactly what was wrong and that its my engine and to get it in asap, they told me I could drop it off June 28th, 2024. I took it in the night before due to having to work the 28th. They called me a week later to tell me its bolts rattling that broke off, even though i specifically told them it was my engine knocking. They said everything will be covered under my warranty. Weeks almost a whole month goes by and they tell me i can come get my truck. I go in the morning to pick it up before work just to get told i owe $839.90 because the warranty never covered it. I shouldnt have paid for something that wasnt the main issu I pay and leave, I dont even get out of the auto express parking lot and I hear the same knocking sound. I take it back in and they look at it and say Yep, its your engine I told them that on the phone in June and i told them that the day i dropped my truck off. Weeks go by and they never called so I call them to see when it will be done, they tell me they plan to work on it August *****th. I call the 30th a Friday. They tell me they didnt even look at it yet and just started it (on the 30th). I ask when itll be ready and **** the manager tells me he has a guy coming in on his day off to work on it, the guy never put the engine in. I call them back Friday afternoon letting them know i need my truck now and theyve had my truck for 2 months now, they said its not possible. All weekend i never heard from them. I call them Tuesday after Labor Day and they say it should be done by 4pm (Sept. 2nd) **** calls me at 2pm to tell me theres no way its getting done. the next day, Wednesday i call and they said you should have it Thursday. I drive there Thursday and they tell me there is still hours of work left to do. I never left with my truck and **** said Friday the 6th we should have it for you before you go to work at 2pm.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased my vehicle February 23, 2024 at auto express Mazda on ************ of **** PA I drove off the lot with my vehicle not even two blocks from the car lot. My car started jerking wasnt getting enough gas and was hard for me to drive. I drove it home, parked it and contacted auto express the next morning. I took it up there to them. I drove the vehicle with one of the salesman. He felt the same thing that I felt in the car. They hooked it up to a computer. The service manager said there was nothing wrong with the vehicle It was a misfire in the computer with the *** .my car been driving the same Ive been calling reaching out to auto express Mazda. They will only take my name and phone number and tell me that the Service manager will give me a call back. Ive been contacting them for months He never once return my phone call .I had to travel out of town due to a family emergency. my car stalled out on me a couple times on the highway. Had to pull over turn it off and sit for hour and then continue my drive . when I finally made it to my destination i scheduled for my car to go to **** dealership to get diagnostic on the computer it took me a 2months to get in on appointment when my car Got diagnosed it was a transmission problem I had this car no more than five months.I would like my warranty payment back because they knew the car was messed up when I purchased the vehicle and took it back to them for them to look at it

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On February 22 2024 I financed a car . On may 22nd 2024 my temporary registration expired. I called a week prior to expiring and they said it should be there on time and not to worry. When It expired I called they kept implying they would call back they didnt. I went there In person and they gave me a dealers plate and on the dealers plate registration it implies I have the dealer plate for five days for the purpose of demonstrating the vehicle. Since the dealers plate has since expired and they said they said to keep using it until they get my title in the mail. I asked when they gave me the dealers plate what the hold up was they implied it was because my car was from ******* . I called the bank in which I got the loan from they reached out and were told it should be here in a few weeks but the car was from ******** and thats why its taking so long. Although they just told me It was in ******* . My car is now illegal and they want me to keep driving with a dealers plate .

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had purchased a 2019 **** 500 x after I got the **** there were many problems like the A/C didnt work the wipers would go all by there self finally, after two years, they have discovered I needed a wire harness a cluster a new radio so I made an appointment after two years to do the repairs. They had my car for over a week and then I got my car back and my miles were rolled back they were not the same miles when I took it in, my driver side seatbelt doesnt work passenger side molding is falling off. My back windshield flap is being tore off. They broke my revere mirror and then they expect me to keep making all these appointments to come back for repair. Pictures below

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Oct 2021 purchased jeep with a loan required to give a Mandatory down payment of $1000. upon signing paperwork was told the bank approved GAP insurance for the 60month loan. April2024 trades in jeep for another vehicle at KIA. 7 days later had to return to KIA finance LOST power of authority paper for trade. May 2024 recieve letter for bank (loan officer of Jeep) stating I am due a refund from KIA for GAP insurance. with GAP insurance paperwork attached. GAP insurance was purchased through KIA for 1000. ( my mandatory down payment) I call Auto Express to speak to finance rep. Was to he has no documentation if me ever purchasing GAP insurance. Once information I had a copy in hand. told to come back up for KIA to copy. once copied finance officer states if I am due a refund. I will recieved a payment in upto 10 days and that is if i am due any at all because I was close. Then I was dismissed. without my originals back. When I asked for my original copy of the banks letter and GAP agreement back financial officer stated yeah let me make a copy first. But copied them two mins prior. Auto Express Maliciously demand payment for my auto purchase and disguised it as a provided service from financial institution. GAP insurance was not disgusted as an optional service. When approach about a due refund for unused services Auto Express KIA did not have the documents they are legal required to retain.

  Business response

  06/04/2024

  *******

  Thank you for your letter, and we are sorry you are having problems with the GAP refund. As with the Pennsylvania guidelines on refunds regarding the GAP you choose to purchase to protect you vehicle.  The refund amount is $461.60,  which was mailed on approximately 05/10/2024.  If you did not receive the refund please let us know.  As with all products it is voluntary if you decide you purchase or put and monies down.

   

  Brian L****

  General Manager

   

  Customer response

  06/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ********

• Initial Complaint

  09/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday September 29th I purchased a vehicle was told everything was fine with it went to back up realized the camera didn't work. Called salesman was told he told me which he didn't. I seek resolution to the problem

  Business response

  10/11/2023

  In reference to complaint filed by customer . Customer contacted dealership about the issue he was having and customers complaint was resolved. 

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a car back in July 2022. I financed part of the cost and as expected, Mindy P****** from the finance department sent out loan applications. About a month later, I noticed that the 3 applications were sent out individually, so I had 3 hard inquiries on my credit. I called in and asked if she could update it to reflect that the inquiries were supposed to be shotgunned (all marked for the same transaction, having the impact of 1 inquiry). She told me that it wasn't possible and it wasn't her responsibility. I called Transunion, who said that all I had to do was write a letter explaining this, have Mindy sign it, and send it to Transunion so I could have my credit fixed. She didn't want to hear any of it, saying "Well, you bought the car" and refused to help me despite the instructions from the credit bureau. A month ago, I called to ask for a copy of the bill of sale for my purchase. I was told I'd have the documents I needed emailed to me by the end of the business day. I called 2-3 more times over the course of the next week. They just couldn't do it. All in all, do not finance a car with this dealership.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  "It had 3 different motors in them - the incorrect mileage listed, there are metal shavings in the oil filters, the cam shaft is shot, and I CANT DRIVE FASTER than 25 mph! I WANT THIS CAR OFF THE ROAD." "I don't want anyone else to be taken advantage of". "They wanted me to take out a personal loan for 10,000 to get the car fixed. These problems started in December 2022, and I bought the car in March of 2022." "JUST please make sure this car stays off the road b/c it's not safe driving".

  Business response

  02/03/2023

  ** ****** . In reference to your complaint email . Please email me at ************************** . I would be happy to look in to the repairs that were performed on your vehicle but i would need more information to do so. I' am sorry you are experiencing problems with the vehicle.

  Customer response

  02/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They didn't fix the car at all and I can't go any faster than that. And they want me to get a personal for ten thousand dollars to put another motor in it .plus there is a whole list of things wrong with the car .There has been 3 different engines in it and the mileage isn't right plus metal shavings in the oil filter 

   
  Regards,
  
  ****** *

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought 2019 kia sportage in December 23 of 2021. The car needed a few the done to certify it. It needed new wiper blades and complete brakes front and back. About 4 to 6 weeks later we took the car in because the brakes felt bad and the transmission is slipping, there is a thud sound in the rear end when you start off, and when you step on the gas the motor bogs down. They changed the brakes again for the second time and did some other things to correct some of the issues. Well what ever they did didn't work the car still has all the issues. Well 2 months go by and I take the car in and was told there was nothing wrong with the brakes. Well that wasn't true because a couple weeks go by and I take the car in again because the brakes are bad , now I am told the brakes are shot and I have to pay for new brakes. I asked about the warranty that should be on the brakes and was told there is no warranty and I have to replace the brakes. I should not have to pay for brakes when they put aftermarket brakes on instead of factory brakes and they don't want to address the transmission, or the thud, or the lag in the motor.

  Business response

  12/13/2022

  **** ******* * ******
  I appreciate your email and I wanted to get back to you after I looked into it.  After you purchased the vehicle you brought the vehicle back in January so we could certify it at that time we put brakes on it  .  When you were back in  June we put the 2nd set of brakes on it .  Now you are told by service that it would need its 3rd set in the time frame you purchased the vehicle .  Since owning the vehicle you put approx. 23,000 miles on it . We sell a lot of KIA Sportages and it is not common for the vehicle to use 3 sets of brakes within a year . When that occurs it is usually caused by driving habits or calipers sticking. We couldn’t identify any signs of the calipers sticking to cause this.   We rightfully paid for the brakes at the time you purchased the vehicle as part of the certification . We took care of the brakes in June when they were needed again . Unfortunately we were not able to get them covered by warranty . As far as the other complaints you are having with the vehicle we would be happy to address them once they can be duplicated . I appreciate you reaching out to me and expressing your concerns. We are always sorry to hear of any complaint. 

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought BMW 2 years ago and they fixed my timing belt which was on their fault. And two years later my timing chain is broken again. I feel like they should have to pay for it because it was their mechanics that did not fix it correctly at all. And they want me to go ahead and pay for it which my loan it's the same amount what they want me to pay for a new /used engine. My loan is $8100 and they want me to pay about $8000 too. I shouldn't have to do any of that.

*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. ↩