Complaints

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

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  Express Auto Repair

  3655 Galley Rd Colorado Springs, CO 80909-4315

  
• 

  Express Auto Repair

  5360 Montebello Ln Colorado Springs, CO 80918-1956

  

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:06/27/2025

  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.

  Date: 06/23 - Present Summary of Complaint:I brought my vehicle to Express Auto Repair on *************** for A/C repair. I was quoted $857, and I authorized that amount only. After the work was performed, I was informed the issue was not resolved and was charged $138 for an additional diagnostic that I did not authorize. Two days later, I received a new estimate for $2,690, again without my consent, and without a guarantee that it would fix the vehicle.The shop is now holding my vehicle and charging a $47/day storage fee despite having no filed mechanics lien and no written notice as required by Colorado law. They are also refusing to release my personal property from the vehicle. I have submitted formal complaints to **** and the Colorado Attorney General.I do not believe this business has acted in good faith. I am not willing to pay the $857, as I no longer trust that the work they claim to have completed was done at all or done properly. I would like my vehicle returned until a resolution can be reached through proper legal channels. They believe their contract supersedes state laws, I do not.Requested Resolution:- Immediate release of my vehicle and personal belongings - Removal of all unauthorized and disputed charges - Good faith resolution through appropriate legal or mediation channels Documentation Provided:- Copies of estimate, invoice, demand letter, dispute of charges, and related communications - Them stating I could have avoided this if I came to them first, when they have held my car for 4 days, done their own diagnosis and provided me with a new invoice. They cost me days of work only to try and trap me by holding my car hostage. I believe this shows their intent

  

  Business Response

  Date: 06/28/2025

  Express Auto Repair appreciates the opportunity to address the concerns raised in this complaint. While we respectfully disagree with the customer’s description of the events and deny any fault or wrongdoing, we remain committed to finding a fair and mutually acceptable resolution.
  As a gesture of goodwill and in the spirit of moving forward, we are prepared to waive all outstanding charges associated with this service visit. In return, we respectfully request that the customer acknowledge the resolution by updating any public-facing reviews and social media posts — including those on platforms such as Google, Facebook, Yelp, and others — to reflect that the issue has been resolved amicably and professionally.
  We also ask that the customer refrain from posting any further negative or misleading content regarding this matter and consider this resolution as a full and final settlement. This does not constitute an admission of fault or liability by Express Auto Repair.
  Upon agreement and signing of required documents, we will arrange for the immediate release of the customer’s vehicle and personal belongings.
  We hope this demonstrates our commitment to customer service and resolution, and we look forward to closing this matter cooperatively. A copy of required signed document for release of said vehicle is attached.

   

  Customer Answer

  Date: 07/01/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23529368, and find that this resolution is satisfactory to me. As soon as my vehicle is back in my possession I will remove all reviews. 
  
  
  
  Sincerely,
  
  
  
  Jessica Burchett

• Initial Complaint

  Date:10/09/2024

  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.

  First appointment: March 28th 2024 Invoice #***** Work order# ***** Services performed- [AS1] vehicle 360 inspection-$0.00 diagnostic power accessories concern$119.95 Power window switch$344.99 Lube, oil and filter service-synthetic oil$82.24 Steering rack and pinion-$988.38 Power steering fluid flush- BG Amber ************* Alignment, 4wheel-$109.95 Headlight restoration service-$$98.66 Air filter-$25.58 Total parts:$910.72Total labor $1033.09,Total before tax and miscellaneous charges: $1,943.81(H). Hazardous materials: $22.28 (S). Shop fees: $45.43 (T). Stare sales tax: $78.40Grand total:$2,089.92, $1,000 deposit **After this appointment our car sounded worse than what it did, especially when turning and breaking. 2nd appointment: May 17th 2024. Invoice # *****, Work order #***** ******************************** performed-[AS1] turns on tablet only -$0.00 Diagnosed steering concerns $0.00 Serpentine belt replaced$55.98 Power steering pump replaced$189.98 Total parts: $245.96Total labor: $309.06 Total before taxes and miscellaneous charges:$555.02(H). Hazardous materials: $11.07(S).Shop fees:$29.36(T).State sales taxes:$22.58 Grand total:$618.03,$300 deposit. After this appointment our car sounded worse than what it did when we took it in the 1st time scraping sounds while driving 3rd appointment scheduled for July22,2024 **We ended up not taking it as we figured it wouldnt be smart.On July17,2024 we scheduled our 3rd appointment for vehicle. They reached out to us asking how our vehicle was running we respondedStill the same. Louder sounds than before I brought it in every time i turn the wheel, a scrapping sound metal on metal. Idk why that became an issue after maintenance from you all but it wasn't like that before only the power steering made a sound. and now I hear a metal on metal scrapping.They would just ask us to bring it back in. If you check the documents they worked on the rack and pinion both times and its worse off.We would like a refund.

  

  Business Response

  Date: 10/09/2024

  Express Auto Repair has a 3year/36,000 Mile Nationwide warranty that covers parts and labor, if this is a fault of defective parts we installed, we would be glad to replace those parts at no charge to customer. It is policy that vehicle is inspected before any resolutions can be addressed and we have not looked at vehicle since May of this year at that time vehicle steering system was perfectly fine and working and sounding as designed.

  Customer Answer

  Date: 10/09/2024

  
  Complaint: 22387860
  
  I am rejecting this response because: I would like to take my vehicle to another shop of my choosing and bring the receipts for everything that Express Auto Care claimed was fixed and get a full inspection on these issues that I originally complained about before I first brought my vehicle to Express Auto Care. If the shop shows that I was given a damaged/used part, or a part not replaced correctly then I request Express Auto Care pay for the service that I need on my vehicle regarding the complaints I came into their shop for at another shop of my choosing.  Due to work, I ask that I receive a minimum of 3 weeks to get into a shop. I am a veteran US Army 35F Intelligence Analyst and currently an IT Technician for the state of Colorado and wish that I did not even have to go this far. I just desire adequate care as winters are harsh in Colorado Springs and I have children.
  
  Sincerely,
  
  Jabari Page

  

  Business Response

  Date: 10/11/2024

  Express Auto Repair will not refund money to customer but will warranty our repairs. Customer can go elsewhere outside of 25 miles from out location to another repair shop for warranty repairs if applicable and would not have to return to Express Auto Repair. Please read warranty disclaimer.

  Customer Answer

  Date: 10/18/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22387860, and will go elsewhere outside of 25 miles from location to another repair shop for warranty repairs if applicable.
  
  
  
  
  Sincerely,
  
  
  
  Jabari Page

• Initial Complaint

  Date:06/28/2024

  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.

  On 6/17/2024, I was charged to pay monthly to pay off the torso amount of $1361.78. Im sure its more with interest. I am filling a complaint to ********************************* I brought in my vehicle after trying o resolve my overheating issue on my own. M car was given a diagnostics to find the main issue. ****** specified that it was my ************* needed to be flushed. I asked him I he was sure he said yes & that everything should be fine & fixed by then no issue. However, when I picked up be vehicle I went to get food for my pet. Within 5-6 min of driving it, it began overheating. It overheated on me 3 ********** was Leaking, which when I had it & tried resolving the issue there was no leaked ever until I left their shop. I took it back in & was told my head gasket blew. I made an oil change & I know that it was fine until it left their shop. I was given an excuse so they didnt get in trouble, then was told they dont fix that there & gave me a price for a new motor. I felt like I was wronged, even after the diagnostics, I was told it would fix my issues but didnt made it worse. Now I have no car & a high bill to pay. I would like them to help me with fixing my vehicle or helping me pay off or give me some credit off what Im paying because it just seems like they were after my money instead of actually helping me.

  

  Business Response

  Date: 06/28/2024

  Customer was advised of all issues related to cooling system as documented on all invoices ( see attached), We had to do the obious first which was replacing radiator which was badly leaking and flushing cooling system to remove all the stop leak customer has added to cooling system and then diagnose further. Express Auto Repair has done nothing incorrectly. Customer has had an overheating issues long before he brought it to us and that is why it had all the stop leak. In a lot of cases concering a pressuraized cooling systems, once you fix one leak the cooling system will find the next weakest point unfortuneatly and the system was already compromised to customer not bring vehicle to a ********************** shop sooner instead of just putting stop leak in it. Engine needs to be replaced and we will be glad to do it, we offer no labor to install our engine, customer to pay for parts only( A $2300.00 savings)

• Initial Complaint

  Date:05/02/2024

  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 had my struts on a 2016 ****** Rogue completely replaced by express auto repair in November of 2023. They took two days to replace them because apparently there was rust. When they replaced them and I left the shop my car sounded really bad and like something was wrong. I called them back within 2 days and said they needed to recheck them. They said they didnt have space until the end of the week or beginning of next week. But I couldnt wait that long because I was losing control of the vehicle. I brought the car to Gunnison Auto Repair to get new breaks and rotors and they took pictures of the struts and saw that the caliber bolts were missing and the other bolts were loose. They said they fixed them because if not I wouldve lost all control of the vehicle and couldve crashed. I returned to express auto repair and they said they couldnt do anything for me or even refund money to pay the shop that did it correctly because I didnt give them a chance to fix it. But they didnt have availability and wouldnt make any for the large issue I had because of their shop.

  

  Business Response

  Date: 05/02/2024

  We do not agree with this complaint. We never have issues getting customers vehicle in and we replaced struts only at the recommendation of the customer. We informed her as well that her brakes are bad. This last repair to the struts was November 2023 and because we did not have opportunity to investigate we will not refund any money. No company in the world would issues any type of refund without investigating issues first. We have been in business fo 20 years and you cannot do that without providing exceptional work and customer service.

• Initial Complaint

  Date:01/18/2023

  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've been taking vehicles to this shop for 16 years. In October of 2017 I took my truck to get a head replaced, only reason I go back this far is to put everything in context. When returning home from this repair lifters were making noise and I had no oil pressure so I called *********************** the shop owner and immediately took it back. Long story short, they clogged an oil port and had to put a used motor in that supposedly had less mileage than my original. *********************** noticed that it was consuming a lot of oil so he started an oil consumption log which will be enclosed. Fast forward to November of 2020 the truck was running horribly so I took it in and they told me I needed a new motor. I explained to ****** S the service advisor at that time the previous situation and they agreed to put in a remanufactured motor at a discount. This remanufactured motor was also consuming an outrageous amount of oil so the consumption log continued and the remanufacturer supposedly agreed to replace the motor but it is still consuming an enormous amount of oil. Remanufacturer requested that the shop log and add oil, so since 10/19/21 they've been documenting and adding oil. It has been over a year now and last Friday (1/13/23) ***** F the current service adviser told me per *********************** that they were no longer going to add oil, nothing was wrong with the motor and to take it to someone else when it clearly states on the paperwork that they have to honor the warranty which is 36 months/36,000 miles because I used the Napa autocare easy pay card. This situation has been ongoing since day one. I believe I have been patient and more than reasonable in having them resolve this issue which they clearly are not going to do. I don't believe they even contacted the remanufacturer and were just stringing me along all this time. All documentation is enclosed. **** qts have been consumed in ***** miles, that's 1 qt every 142 miles, equivalent to 11 oil changes or 1 oil change every 715 miles!

  

  Business Response

  Date: 01/18/2023

  Express Auto Repair warranties against defect in material and workmanship only.  Express Auto Repair installed the original engine on 12/20/2020. ******* stated engine was burning oil so Express Auto Repair replaced  engine with another remanufactured engine,  with no question on 2/19/2021, we then sent that engine back to the manufacturer for inspection for defects in material and workmanship and to receive a warranty refund for our labor from the manufacturer. After the inspection was completed by the engine manufacturer, no problems were found with the engine at all so Express Auto Repair never received payment for the labor to replace the replacement engine. ******* has since been back many times stating engine is burning oil but through our inspection it is not, no visible leaks, no oil fouling of spark plugs, no oil build up in exhaust system, no check engine light regarding any engine issues just transmission, no engine noises, nothing we found wrong with engine. At this time we feel there is no issues with material or workmanship regarding the engine. Express Auto Repair stands by all it's warranties and would be glad to fix any warranty issues with engine if there is actually an issue. We will warranty engine but only after it has been internally inspected by the manufacturer who warranties the engine. ******* would be responsible for any removal, teardown of engine, reassembly, installation and shipping if no defects are found. On the other hand if engine shows to be defective, no "out of pocket" expense will be incured by ***************

  Customer Answer

  Date: 01/18/2023

  Complaint: 18826628

  
  

  I am rejecting this response because: Any reasonable person would conclude that if there are no leaks as they stated and is consuming this enormous amount of oil then there is something seriously wrong. The blatant dishonesty of them stating that the plugs are not fouled and there is no consumption visible in the exhaust is easily verifiable by a legitimate shop which I will be more than happy to take it to and have documented. In the previously enclosed documents, in their OWN notes on the oil consumption log it CLEARLY states on 11/29/21 "SPARK PLUGS FOWLING FROM OIL " Any reasonable person knows a vehicle shouldn't consume a quart of oil every 142 miles, it is unacceptable not to mention the poor fuel economy caused by fouled plugs and the damage it is doing to the very expensive catalatic converter I have already had to replace from the used motor he originally put in that started this entire problem. 

  
  

  Sincerely,

  
  

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

  

  Business Response

  Date: 01/20/2023

  Both parties "agree to disagree". As stated before we would be glad to send the engine back to the manufacturer for inspection at the terms as stated previously.

  Customer Answer

  Date: 01/20/2023

  Complaint: 18826628

  
  

  I am rejecting this response because: A warranty protects a buyer from incurring out of pocket expenses in the case that parts are defective and it is obvious that the motor is defective and should not consume 1 quart of oil every 142 miles It. is unthinkable for a legitimate business to force the customer to pay for removal and replacement just to say that there was nothing wrong with the motor when the problem is obvious and has been well documented.This lack of character and disonesty should not be tolerated. 

  
  

  Sincerely,

  
  

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

• Initial Complaint

  Date:01/18/2023

  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.

  On 1/17/23 at 10:04am I called Express Auto Repair and spoke to **************** inquired about the process of getting my vehicle towed to his shop as I had never had to do it before. ******* recommended *********** when I asked.Express Auto Repair advertises free towing but my tow was full price. I think this is false advertising.

  

  Business Response

  Date: 01/18/2023

  12:28 p.m. ( 1/18/2023)- Contacted  *** to resolve the issues she had with Express Auto Repair. Refunded all towing charges to Express Auto Repair as well as towing charges back to her home. Refunded diagnostic charges as well. *** was satisifed with resolution and will remove all negative reviews with the BBB and ****** once check received.