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:03/06/2025

  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.

  On July 9, 2024 I purchased a vehicle from Auto Web Expo. Through them I purchased an extended warranty at the same time. On August 27, 2024 I had to take my vehicle in to the shop due to the ** not cooling. The **************** denied the claim because per the CarFax, AutoWeb Expo charged the system with refrigerant one day prior to my purchase. They did not disclose the ** issue to me at purchase, thus they are responsible for the repair costs, but they refuse to return my calls.

  Business Response

  Date: 03/25/2025

   The extended warranty is sending a check to reimburse for the repair he paid for and his ac is working at this time.

  Customer Answer

  Date: 03/28/2025

  Autoweb Expo is still refusing to fix the issue, and is refusing to remedy the situation at all, despite their clear responsibility. 

  Customer Answer

  Date: 03/28/2025

  I am rejecting this response because:   Autoweb Expo is still refusing to repair the vehicle despite evidence that they knew there was a leak when they sold the vehicle to me but did not disclose it. That is fraud. I tried to reach a reasonable agreement with them but they are refusing to accept any responsibility or help at all. 

  Customer Answer

  Date: 04/02/2025

  We have determined that the company adequately addressed the issues within the complaint. Seriously? I drove to their facility and they didnt even look at the vehicle. You never contacted me for more details, so how can you say they acted in good faith? Unbelievable. 

• Initial Complaint

  Date:01/25/2025

  Type:Product 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 financed a used 2018 *** at Web Expo Auto in November 2024, when I test drove what I thought was the car I purchased. Because it was so much similarly. I put 6k down on the car, I knew I would have to put down a bigger amount due to my credit being reconstructed,. What I didnt realize I was getting a bad deal. I was told I had two warranty on the car when I signed the paperwork. The car I got had to have brakes put on the car which are still rusted around the tires. My back camera sensor is not working which I almost hit 3 cars because it didnt alert I was too close to the car, not to mention the car had body work done on the back panel In which they try to cover it up by putting a different paint on the panel and now its fading every time I take my car to get washed. The ****** had anything listed about that panel. I brought this to the sales person ****** attention and the general manager ***** and he told me I agreed to taking a $1000 off the sale which was not true and told me I would have to pay out of pocket. I never received my paperwork from the sale until today 01/25/25. I have called numerous of times and no one never returned my phone call. I was taken advantage of because I am a woman and I came alone to buy a car. I feel this is not right and the fact times are so hard and I dont have money to put into this car after I gave them my hard earned 6k that I saved up to purchase a car. I want to warn anyone whos concerning purchasing a car for them to get the car fully checked. I need some to help me get this is resolved. Please help me!!

  Business Response

  Date: 02/05/2025

  Ms. ********** was made aware of the bumper discoloration at the time of sale. We offered her two options: to repair the issue or receive a $1000 discount on the vehicle she was purchasing, and she opted for the discount. Our sales manager has been in communication with Ms. ********** and has offered to repair the bumper at our cost, should she choose to proceed with the fix. We truly appreciate Ms. **********'s business and look forward to assisting with her future transportation needs.

  Customer Answer

  Date: 02/08/2025

  This Car lot sold me a piece of junk. I put $6500 on this car. I was made aware of the panel being discolored after paperwork had been processed and thats when the manager told me about  taking $1000 off which the price still seems to be at $21000. I got pricing from an auto body shop and to fix it will be more than $1000+ he did offer to charge $300, but why should I have to pay that amount when I put an enormous amount of money down. I could have gotten a newer vehicle. The manager then asked me why didnt I suggest that at the time of the sale when I wasnt made aware until paperwork was signed. They took advantage of me because I am a woman and I came alone to purchase a car. When I first made interest of the car it was $19000+ on the website. And the manager had told me they had just gotten the car from the auction and hadnt fully checked the car for damage but had it on their website for sale. If I put $6500 why is the total of the vehicle higher. And the $1000 doesnt reflect in the amount that I financed. Not to mention I kept telling them I smelled a burning smell coming from the inside. And I was just told by their service **** the car has an oil leak and the warranty has to approve so they have me riding around in a loaner old ******* that the brakes are poor and not operating correctly . Which could be hazardous and not safe. I would like a full refund and this car returned back and the amount wiped off my credit. I have had this car since November ******* and the car has been in the shop 3-4 times. Please check into this, I am a single woman working hard and I cannot afford to be taken advantage of and used by this car lot or any other car dealer, life is hard enough. And I wont be doing any business with them in the future. I hate I trusted them to purchase a used reliable car. They are scammers!!

• Initial Complaint

  Date:01/15/2025

  Type:Product 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 writing to formally request reimbursement for the repairs I had to make to my vehicle, *** I3 *** 2018 *****************, which I purchased from Auto Web Expo on 9/2024. The vehicle was sold to me without a required emissions test being conducted prior to the sale, in violation of Texas state regulations. As a result of this omission, my vehicle failed the emissions test and required extensive repairs that would have been identified and addressed if the emissions test had been properly completed. Had Auto Web Expo conducted the state-required emissions test before the sale, it would have become evident that the vehicle required repair work to pass the test. The necessary repairs included fuel tank breath, fuel tank valve carbon canister, the total cost of these repairs and the failed emissions test amounted to $677.84. I believe that, due to their failure to perform the emissions test, Auto Web Expo is financially responsible for these costs. If the test had been conducted as required, they would either have replaced the faulty components or notified me of the issue prior to purchase, which would have allowed for a resolution before my vehicle failed the emissions ******* a result, I am requesting that Auto Web Expo reimburse me for the full amount of the repairs, which total $677.84. I have enclosed copies of the repair invoices, the failed emissions test documentation, and other relevant records for your reference.

  Customer Answer

  Date: 01/27/2025

  Service appointments, no one is assisting me.

  Customer Answer

  Date: 02/15/2025

  I have made contact with the Service Director ****** Wall. I am waiting for his response to my concern. 

  Business Response

  Date: 02/17/2025

  Our service manager ****** Wall has made several attempts to contact our customer Yona but we have not been able to connection. Regarding the state inspection, Texas law (which has recently changed) previously required inspections every six months for vehicles of a certain age. In this case, we performed an inspection three months before your purchase. Unfortunately, it seems that an issue arose after the purchase, which is truly unfortunate. We still like to speak to our customer and offer any solutions if possible. Most of our customers come from repeat and referral and we look forward to be able to do more business in the future.

• Initial Complaint

  Date:01/12/2025

  Type:Product 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.

  Date of transaction was June of 2024 I was told I had a warranty on my vehicle for 2 years bow they claim I don't. I was also a victim of deceptive tactics and malpractice. I was told a certain price then after I signed papers the price was changed. Even though the price was never on the papers that I signed and I was never given the interest rate until after purchase. The company also wanted more for the down payments than initially charged asking for ***** down. I paid ***** down and 500 a month. I was told ***** was all i needed.

  Business Response

  Date: 02/05/2025

  Mr. ******** purchased an **** S5 on June 28, 2024. Every breakdown provided to the customer clearly outlined the vehicle price, down payment, and monthly payment. There were conditions for loan approval that Mr. ******** needed to meet in order to secure financing. Additionally, the customer purchased a service contract through First Guard, which covers the powertrain for 24 months or ****** miles. The service contract is prorated and can be canceled at any time. If canceled, any remaining balance will be refunded to the lien holder and applied to the principal balance of the loan if Mr. ******** chooses to.
  

  Customer Answer

  Date: 02/05/2025

  I am rejecting this response because:   I was sold a car by tactics of malpractice the sales consultant even wanted me to spend and extra ***** dollars on the down payment. Furthermore, I have an engine problem and I am being told my warranty won't cover it.

  Business Response

  Date: 02/07/2025

  Our sales manager has contacted our customer to come up with a mutual agreement. 

  Customer Answer

  Date: 02/08/2025

  I have yet to be contacted and I am still waiting on a resolution. Please keep in contact. 

  Customer Answer

  Date: 02/24/2025

  I am rejecting this response because:   I have yet to be contacted and I am still waiting on a resolution. Please keep in contact. 

  Business Response

  Date: 03/04/2025

  We haven't been able to make a connection with our customer. we are hopeful to be able to further explain the coverage for his service contract.

• Initial Complaint

  Date:01/12/2025

  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 scheduled a test drive, and upon completion of the test drive, I asked ********* if he would honor the new online price, which lowered the price of the car by $2000. He said he'd call me back. When he called me back, he told me that the car had sold during the test drive. He then proceeded to offer a different vehicle that had numerous problems with it and was listed for $5000 more than the car I wanted to buy.Also, they advertised the price of the car with the ** tax credit applied.

  Business Response

  Date: 02/05/2025

  Mr. ****** was offered multiple opportunities to facilitate a transaction prior to the sale. On several occasions, he informed us that his son would be coming to our location to view the vehicle before finalizing the purchase. However, as time passed, we proceeded with selling the ***** to another customer while awaiting Mr. ******** decision. We remain committed to assisting Mr. ****** with his future transportation needs and ensuring his satisfaction.

• Initial Complaint

  Date:12/21/2024

  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.

  Purchased 2020 ***** GX460 SUV from Auto Web Expo on 10/17/2024 Traded 2016 ***** RX350 for the amount of $16900 with payoff of $16431.29 to Capital One.Auto Web Expo has not sent us the remaining balance of $468.71 = $16900-$16431.29

  Business Response

  Date: 01/07/2025

  
  Thank you for bringing this matter to our attention. After reviewing the complaint, we acknowledge that it was an oversight on our part, and we sincerely apologize for the inconvenience. We understand how frustrating it must have been for our customer to go through this process to receive your refund.
  We have processed his refund, and the check has been mailed to Mr. ******** Rest assured, we are reviewing our procedures to ensure that this does not happen again in the future.
  
  Sincerely,

• Initial Complaint

  Date:12/05/2024

  Type:Product 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.

  Broken vehicle was sold to me knowingly. The ***laced the transmission before purchase and it was missing 5 bolts. Mechanic that fixed it was surprised it didn't fall off and cause a deadly accident on my drive back to ******** from the dealership. I've had the vehicle for about a year, and have only driven it to and from mechanics. It has costed me more than $7,000 to fix and still does not work. I have video evidence of a sales *** stating that, other than one small issue needing to be fixed before purchase, everything worked perfectly. Fuel injector bolts were ***laced at my expense, transmission has had to be fixed since purchase, DEF injectors needed to be fixed at my expense, belt tensioner fixed at my expense, DEF tank fixed at my expense.

  Business Response

  Date: 12/06/2024

  Hello, 

  I understand that Miss **** is experiencing issues with her vehicle. We regret any inconvenience this has caused. However, we would like to highlight that several payments have already been made to assist with repairs. Most recently, on June 13, 2024, an additional goodwill payment of $1,500.00 was provided following the final settlement agreement signed by Miss **** and her father, Mr. **** ****.

  As outlined in the signed agreement, Auto Web Expo has fulfilled its obligations, and unfortunately, we cannot assume responsibility for any further issues with the vehicle. For your reference, I have attached the signed settlement agreement to this email.
  Should you have any questions or require clarification, please feel free to reach out.
  Best regards,
  *** *****

  ************

   

   

   

• Initial Complaint

  Date:11/11/2024

  Type:Product 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.

  Subject: Complaint Against auto web expo for Failing to Apply Down Payment to Car Financing Price Description of Issue:I purchased a vehicle from Auto Web Expo on 07/15/2021 and agreed to make a down payment of $4000 toward the vehicles purchase price. I was under the impression that this down payment would be subtracted from the total financing amount, as discussed with the sales representative.After reviewing the financing agreement, I discovered that my down payment was not applied to reduce the principal financing amount. Instead, the loan amount appears to reflect the full purchase price without taking into account the down payment. This has resulted in higher monthly payments and an increased overall loan amount.Attempts to Resolve:I contacted the dealer on 11/05/2024 to clarify the issue, and i called the lender whos Dactu credit union they confirmed that the down payment was not included then called the dealer the lady was not able to provide or resolve the issue they said they purchased a extended warranty with the money that I put down so I called the warranty company they have refunded the money to the dealer after the car was repossessed. Despite these efforts, the issue remains unresolved, and I am now locked into a financing agreement that does not reflect the actual payment terms agreed upon.The car was repossessed on 03-12-2023, on 03-11-2023 Dactu representative and I made an agreement to pay the late payment on the following Monday(03-13-2023) unfortunately the agreement and Fair Debt Collection Practices Act (FDCPA) was violated.I have reached to ************************** to refund the warranty fund since the car was repossessed it had send the check to Auto Web Expo since last June 2023 this is the check number ***** Requested Resolution:I request that Auto Web Expo amend the financing agreement to refund my down payment since the vehicle was repossessed I request an immediate refund of the down payment amount.

  Business Response

  Date: 11/26/2024

  We did receive a cancelation for the warranty from *****. once axiom refund us the payment was forwarded to the lien holder and that will reduces the balance owed to the lien holder. Customer put $4000 down but also purchased a warranty for $4000 as it states on the copy of the contract. Once the vehicle gets reposed all the money will go to the lien holder to off set the debt and if there is any overage the lien holder will refund the customer.

• Initial Complaint

  Date:10/16/2024

  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 car from Auto Web Expo in December 2023. My experience buying a car was fine enough. However, when I bought the car, I bought a warranty that I was told could be cancelled at any time and the remaining balance could be refunded. I have been communicating for over 3 months trying to get my warranty cancelled and the remaining balance refunded. I have been told that it's been completed but I still haven't received anything and it shows online that it is still active. I'm a patient person, but I felt like I had no choice after a really bad customer service experience and very little response over the last 3 months despite repeated reminders.

  Business Response

  Date: 10/21/2024

  We have contacted ***** several times, according to their record the contract was confirmed cancelled on 10/10/24. Axiom is taking about 6 weeks to issue us a refund, we are asking them to expedite this refund since it has been longer than 6 week since requested. We will contact Mr. ********* in the next few days relaying an update. We appreciate Mr. ********* patience and apologize for any inconvenience. 

  Customer Answer

  Date: 10/24/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/05/2024

  Type:Product 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 did business with this car lot and purchased a vehicle. They said the bank bought the car back, but I never received the car. They promised to return my down deposit, which I never got. Now they want me to send a letter saying I won't file a dispute to get my money back, and they're not answering my calls. My down deposit was $4500. My bank gave me $2000 back, so the car lot still owes me $2500. Sales Manager ***** manager ************ Auto Web Expo ************

  Business Response

  Date: 10/03/2024

  
  I wanted to provide you with an update regarding the credit for the transaction. We attempted to issue the credit to the same credit card used at the time of the transaction; however, we learned that the card has been canceled.
  After discussing this with Ms. ******* we will be issuing a check for $2,500. This check will be sent to the address we have on file.

  
  If you have any questions or need further assistance, please feel free to reach out.

  
  Best regards

  Customer Answer

  Date: 10/07/2024

  I am rejecting this response because I spoke with *****, the manager handling my case, who assured me he could refund the money to my card. He requested my card numbers and promised to send a form for me to sign, which I never received.
  I contacted ***** again to inform him that I hadnt received the form. He then promised to overnight the check, assuring me it would arrive by next day, I gave it till Monday, 10/7/24, but I never received it. Despite my repeated calls, they wont answer. When I called from my number, ***** answered and claimed the check had been sent, which was not true. Attempts to call again resulted in them not answering or hanging up. I have also provided him with my address and all necessary information.

   

  time and date I spoke with Derrick 
   October 2 3024 1:14 pm 
  October 2 2024 1:16pm
  October 2 2024 1:19pm
  October 2 2024 1:18pm 

  October 2, 2024 11:41am

  Customer Answer

  Date: 01/27/2025

   No I never received a check from this business I tried calling no luck at all 

  Business Response

  Date: 03/03/2025

  The refund has been issued and has cleared our bank account on 10/23/24 to ****** ******, since the card that was used was cancelled.