Complaints

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a used 2016 **** focus August 30th 2024 at the Auto Express located at ******************************************. Not even 3 days off the lot the check engine light comes on. Its going to cost over ***** dollars to repair. I called auto express to see if there was anything they could do. The manager Barren literally laughed. This should be illegal. I also called the *************** Arlington that on the car-fax it said the vehicle had just been fully serviced on 07/24/2024 & they continued to hang up on me. Something is not right with this. I will be speaking to an attorney soon.

  Business response

  09/16/2024

  Dear Better Business Bureau,
  
  Thank you for the opportunity to respond to ****** ****** complaint (ID: *********. ********************** made two sincere attempts to resolve the issue, but unfortunately, Ms. ***** was not receptive to our efforts.
  
  We are still open to further discussions and would gladly revisit possible solutions. 
  
  We remain committed to customer satisfaction while working within industry standards, company policy, good faith and legal guidelines to find a resolution and are willing to reopen communication to achieve that outcome.
  
  Sincerely,  
  ***** *******  
  Auto Express  

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is horrendous! I would rate it negative if possible. Last month I purchased a cash car that turned out to be a lemon. When I went to the *** to inquire about getting a replacement title (as the title wasnt received) I was informed that the registration and title has not been transferred to my name and was still under the dealer. I contacted management, (****** and ******) and was given the runaround. I simply requested a 75% refund and was treated rudely and was completely disrespected and discriminated against. When I went to the dealership today to inquire about next steps for being refunded ****** called the police on me! I was not irate or confrontational, I only sought out to remedy my unfortunate situation. DO NOT ever buy or finance from here!!! This is an awful establishment.

  Business response

  02/21/2024

  Dispute Resolution Department 
  Better Business Bureau
  ****** / ******* / *************
  ********************************************** 
  
  
  To whom it may concern: 
  
  
  We have received the complaint made with your organization by our customer and have taken some time to investigate these claims in the interest of good customer service. 
  
  
  To begin with, on 12/23/23, after test driving and satisfied with the vehicles performance and given an opportunity for a third party assessment of the vehicles condition, the complainant agreed to purchase our 2007 *** 525i for $3450 plus tax title and license. Documents signed by the complainant agreed that this vehicle was sold as is without any warranty written or implied. 
  
  
  After 37 days of ownership, on 1/29/24, I received a call from the complainant stating he had mechanical issues with the car, was looking to move and desired a 75% refund. At the time I did advise a refund would be unconventional given the amount of time that had passed but I would still counsel with our office manager about possible resolutions amicable to both parties. During this time we discovered the complainants title and fees had already been submitted to our local Dallas County Tax collectors office. The next day complainant was notified a refund was not an option however we would b willing to purchase the vehicle back once the the new title was received by complaint at above market value in a good faith attempt to appease the complaint. 
  
  
  Furthermore, it was evident complainant was not satisfied having to wait for title to be received from ************** and began making calls for provisions that were not part of our original agreement and beyond what we were able to accommodate. When the complainants demands were not met over the phone he came to our office and refused to leave until his demands were fulfilled. This went on for awhile until it became disruptive and complainant was asked to leave. 
  
  
  Finally, on 2/2/2024 our office received the title application receipt with license plates and registration from the tax office. Complainant was notified at his number on file and a voicemail was left. This receipt from the ************** should serve as proof this obligation was fulfilled and complainant has the necessary documents to proceed with disposal of his vehicle in the way that benefits him the most. 
  
  
  In conclusion, We appreciate the opportunity afforded by this platform to rebuild trust and/or demonstrate our company's approach to difficult situations. 
  
  
  Sincerely, 
  
  
  Auto Express
  *******************************;
  ******, ** *****

  Customer response

  02/21/2024

  Dear Auto Express Management, 
  
  This lackluster attempt at absolving yourselves is not only baffling, but insulting. Most of my communications have been via text w/ ****** (I can provide proof) and I only asked for fair treatment and resolution. The car was mechanically destitute and that was discussed on the 1/29/2024 conversation. I also explained in grave detail to ****** how poorly the car ran even 24hrs after purchase, that my aftermarket warranty didn't cover the costs to have a functional vehicle and it was not in a condition to help me relocate, as was needed for my immediate needs.

   

  Additionally, ****** has had the most unprofessional and rude communication I have ever encountered in my life. He was aggressive in how he spoke, very disrespectful in tone when I asked clarifying questions and he literally called the police on me within a minute and a half of our face to face interaction. What I find most insulting is gaslighting attempts. Rather than to just be honest or remorseful, I was accused and berated by the entire staff. I engaged peacefully and did not ever make any threats or allude to escalation. Even when the police arrived, they thanked me for my pleasant demeanor and for being understanding. What is most puzzling is that literally a day after I came into the dealership (as requested by ******) ALLEGEDLY my license plates had processed and arrived. 
  
  The car engine seized and it had to be towed to a safe location until I can figure out the next steps. I am still requesting my 75% refund and will continue disputing these egregious lies told on my name and character. 
  
  
  All the best,
  ***************************;

  Customer response

  02/26/2024

  I am rejecting this response because:   

  Dear Auto Express Management, 
  
  This lackluster attempt at absolving yourselves is not only baffling, but insulting. Most of my communications have been via text w/ ****** (I can provide proof) and I only asked for fair treatment and resolution. The car was mechanically destitute and that was discussed on the 1/29/2024 conversation. I also explained in grave detail to ****** how poorly the car ran even 24hrs after purchase, that my aftermarket warranty didn't cover the costs to have a functional vehicle and it was not in a condition to help me relocate, as was needed for my immediate needs.
  
  Additionally, ****** has had the most unprofessional and rude communication I have ever encountered in my life. He was aggressive in how he spoke, very disrespectful in tone when I asked clarifying questions and he literally called the police on me within a minute and a half of our face to face interaction. What I find most insulting is gaslighting attempts. Rather than to just be honest or remorseful, I was accused and berated by the entire staff. I engaged peacefully and did not ever make any threats or allude to escalation. Even when the police arrived, they thanked me for my pleasant demeanor and for being understanding. What is most puzzling is that literally a day after I came into the dealership (as requested by ******) ALLEGEDLY my license plates had processed and arrived. 
  
  The car engine seized and it had to be towed to a safe location until I can figure out the next steps. I am still requesting my 75% refund and will continue disputing these egregious lies told on my name and character. 
  
  All the best,
  ***************************;

  Business response

  03/11/2024

  Dispute Resolution Department 
  Better Business Bureau
  ****** / ******* / *************
  ********************************************** 
  
  To whom it may concern: 
  
  The purpose of this correspondence is to follow up on a rejection to our previous response and hopefully provide clarity regarding our position in this matter. 
  
  To begin with and most importantly, it was never our intention to disrespect, insult, or manipulate the complainant in any way. We accept his version of events at face value and never meant to cause any additional stress. We made our best effort to provide the version of events from our perspective in hopes of finding the middle ground. 
  
  In response to the complaints concerns, Id like to emphasize that Auto Express never anticipates nor plans for any car-related issues. When such issues arise, the available resolutions can be limited by timing of the initial notification of a problem. 
  
  Auto Express has diligently offered all permissible resolutions within the bounds of *********** regulations and our own company policies. 
  
  We appreciate your attention to this matter and remain committed to resolving it amicably.
  
  Best regards,
  
  Auto Express

• Initial Complaint

  10/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Auto Express sold us a vehicle "as is", after we test drove it. I will therefore largely set aside that a mechanic has since diagnosed around $2000 of repairs which are necessary. But the business certified that the car had been inspected and had passed inspection. However, the tires were bald (we were not aware at the time that this meant it would not pass inspection), the wipers were not adequate, a light was out, and it is impossible to evaluate what else would not have passed inspection, because the battery died today and had to be replaced today, and therefore the car's computer has been reset. We would like a refund, but also, since the business's website proclaims that it is BBB certified, and they were lying when they certified the car as inspected, I thought it would be appropriate to make a complaint here.

  Business response

  03/17/2023

  Business Response /* (1000, 12, 2022/12/19) */ We appreciate the opportunity to address these concerns. While sometimes we are able to offer a refund as resolution, in this particular instance these issues were brought to our attention after the title transfer had been submitted to our local tax office. However, the offer we made in person when first made aware of your dissatisfaction is still valid and we would still be willing to offer to purchase this vehicle back at above market value in an effort to satisfy any complaints. Furthermore, we offer no certification or certify our vehicles in any way and sell all of them all as is with no warranty and make this point apparent by affixing a *** ******** ***** *********** mandated buyers guide in every vehicle for sale on our lot and this same form is agreed upon and signed by purchasers at closing. Finally, before any deal was done this vehicle was test driven and approved by purchasers as we do offer and recommend all vehicles for unhurried test drives and/or pre purchase inspections at local shops, dealerships or other providers of this service. As always, we look forward to working together with all interested parties towards customer satisfaction.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/17/2022 I purchased a used 2010 Nissan Xterra listed as no check engine lights from Auto Express, within 24 hours of driving the vehicle a check engine light illuminated and the vehicle began to smoke. I contacted the dealership, they informed me that I could return the vehicle for a 10% restock fee, split the repair bill, or pick another vehicle. I was also informed if I picked a cheaper vehicle the difference in the money I paid would not be returned to me. I chose a vehicle $200 cheaper,(2012 Mini Cooper-S) on 10/18/2022, which the dealership refused to give me the difference, the vehicle was also listed as no check engine lights, within 24 hours of driving the vehicle a check engine light illuminated and the vehicle died on the highway.

  Business response

  12/15/2022

  Business Response /* (1000, 7, 2022/11/04) */ Contact Name and Title: Barron - Sales Manager Contact Phone: XXXXXXXXXX Contact Email: **************@yahoo.com It is our understanding that performance based complaints were not eligible for mediation thru the BBB due to this vehicle being sold as is without warranty either written or implied. However, as stated in the complaint, we offered options above and beyond what we are contractually obligated to in good faith and to hopefully satisfy our customer. It seems that our attempts were not enough in this situation which is unfortunate but there is only so much we can offer. Customer satisfaction is always and still is our goal so if there is any middle ground that can be found via this route we are happy to consider any suggestions. Consumer Response /* (3000, 9, 2022/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nothing has or was resolved. Dealership retaliated once case was filed and has not offered any resolution. It cost me almost $3000.00 just to get the vehicle running to which they said had no mechanical issues. They are a dishonest company that needs to be shut down before multiple people experience the troubles I have went through, not to mention they repeatedly told me with smirks on their faces to try to take action against them that it wouldn't work due to the "as is" form. This should not be a do whatever we want and get away with it card. They deserve the same respect I received which was none, shut them down please and prevent others from the financial stress and emotional damage they cause.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On June 24 2022 I agreed to purchase an 06 Ford Explorer limited from Auto Express for $6500. With $5500 as down payment. The engine shut off while driving on June 25 2022. As a result of the engine failure, I took the vehicle to my scheduled mechanic appointment on June 29 2022. The rear driver side wheel came off mid drive causing me to swerve through lanes and had to be guarded by police until the tow truck came. The mechanic inspected the wheel and I was advised this was due to the wheel not being put on properly. This is the second vehicle I attempted with Auto Express. The first vehicle was returned June 24 2022 also due to the "check transmission" light turning on same day I drove off the lot. The ***** transmission shop nearby advised it needed a new transmission. So this new agreement for the second car was an "apology" for selling me a car with a bad transmission. Jason from the dealership assured me this rarely happens and said 90% of their clients are returning customers. Both Jason and Baron assured me this doesn't happen often with their vehicles and their cars are "quality." I have a card. Obviously selling me a vehicle with bad transmission is not quality (1st car). The second car in my possession now, is at the repair shop now without a wheel AND a stalling problem. And I dont have $1500 the mechanic wants to fix both issues. Clearing engine codes and having me drive off lot in a car claiming to be quality is fraud. I texted someone who claimed to be the shop manager (Baron) at XXX-XXX-XXXX on June 29 and sent them the scenario and a couple pictures. After being ignored for 20 hours I called out Daren for ignoring me and he responded angrily saying hes going to take me to court. If i dont pay the 1k balance regardless of what was found by mechanic. I literally almost died in a vehicle they sold me days after due to bad workmanship on the wheel. And they don't care at all. In order for me to continue with this vehicle I need 1500 for the repair.

  Business response

  07/12/2022

  Consumer Response /* (3000, 7, 2022/07/01) */ Auto express reached out to begin working on resolution

*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. ↩