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:05/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  They sold the car that I payed a hold fee for that was supposed to last until the car repairs were made on the vehicle I purchased a 2007 cruiser 04.28.25 salesperson ****** who informed me the vehicle was in good condition and already inspected was ready to go. They also promote a 2 year maintenance plan on EVERY VEHICLE. On 04.30.25 the car made very bad noise and no longer would drive. I hired a mechanic to inspect and was told the transmission was in very bad condition and was being caused by bad flood damage as well. He also made me aware that the car flood damage was so bad that the car shouldnt have been sold to me without disclosure and also shouldnt have a clean title because of safety issues. I reached out to ****** and His boss to see if they could work with me as I paid them 3000 dollar up front and have to make 300 dollar weeklypayments on the vehicle and I also asked about the maintenance plan that they promoted before I purchased the vehicle and was told that it doesnt exist and that they will not help repair or do anything for me or the vehicle even after telling them about them not disclosing flood damage . The ****** lady hung up in my face when I asked if they could help with repairs even though they have a mechanic- and its also a lie that you can take the car to be inspected before purchasing

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2/24/25 I googled a 2018 **** Focus and US Express Auto popped up. I applied for the car online. A Sales *** contacted me. I purchased the 2018 **** Focus on 2/27/25. I put $1500 down then payment arrangements for a total purchase price of $10,322. The contract stated 2/25/25 as the sales date which is not true. That is fraudulent. I have evidence that I did not pay , purchase or pick up the vehicle until 2/27/25. Within 10 minutes of driving off the lot, I heard a noise. I immediately called the dealership. I spoke to the Salesman who stated it was too late we would talk tomorrow on 2/28. I called him on 2/28/25 he said he would speak to the Manager. He texted me on 2/28 stating the Manager said she does not want to check the car since it was "minor". I was told their cars go through a condition inspection. Since I called multiple times attempting to work with them to get them to check the noise without cooperation. I took the vehicle to an Auto ***air shop on 3/5/25 who showed me (I have the pictures) that a transmission leak was attempted to be concealed with silicon. This is fraudulent. They had to know this car had a transmission leak when I drove it off the lot which does not show good faith in the sale. Although it was "as is" putting a car that a leak has been concealed for sale is wrong. Refusing to switch the car or check the car and pictures is wrong. I did cancel the next payment as I am trying to get this resolved. I am asking for your help to resolve this issue. As is is one thing but fraud is another by concealing a leak and putting I purchased the car on 2/25/25 when the true date was 2/27/25. **** rcpt attached where I **** to pick the car up 2/27. They violated their arbitration agreement by refusing to even discuss this matter with me or listen to my complaint and resolve the issue amicably.

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 November 13th, I purchased a C250 from US Express Auto. On November 22nd, the motor blew. Due to a diagnostic test, it was found that the car was sold to me with holes in the motor. They will not give me a refund, and this will soon be going to court. The refund amount is $2300 Which was my down payment I want my money back .

• Initial Complaint

  Date:11/26/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  My daughter Was sold a car on 11-13-2024. A used 2013 Mercedes 250 .Only a week later the motor blew. She ask to be put in another car they no. They said she could not get her down payment back because it was as is.But do you sell people cars with bad engines!!People please do not shop at US Auto Express . There cars are lemons and something will be done about them.Thanks,

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 US Express Auto on September 16, 2024. My loan is through ****************** for the vehicle. I purchased the vehicle in ******* for my nephew, who is a college student. He was involved in an accident and his vehicle was totaled. All paperwork was signed online. I needed to do a vehicle inspection on the car because it is an out-of-state purchase. I needed assistance in knowing where my nephew could take the vehicle to have the inspection completed, so I reached out to ****** for advice. She simply sent me a copy of the document I already had. On Monday, October 21, I received a text message stating Westlake was ordering a repo of the vehicle if the paperwork was not received that week. I sent the paperwork on Tuesday 10/22/24 and it arrived on Friday 10/25/24, still within the week. The car was repossessed on Tuesday 10/22/24 at 8:00 PM. I called the dealer the next morning and they stated that the car was repoed due to the paperwork not being completed. I emailed a copy of the vehicle inspection and the receipt for ***** shipment, at ******* request. The very next day, Wednesday 10/23/24 at 2:14 PM I received an email stating that my auto loan is no longer with Westake, and US Express Auto now owns the loan. I again called US Express and spoke to ***** and she stated that ******* from Westlake initiated an unwind. I immediately contacted ********, they showed my account as active , in good standing, and no repossession order on the account. I followed up with ******** over the next three days and discovered that the dealership requested an unwind of the loan. I asked for documentation about the paperwork and they refused to give unless ordered by a subpoena.I have made 2 payments to ****************** for $626.64 I asked for clarification on why the vehicle was repossessed, why an unwind was requested and why they are stating I am behind in payments and did not own the loan at the time. I received no response to my inquiry.

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  When I first bought the vehicle, the tire sensor light was on, I was told by the manager ****** that they would fix it if I brought it back to them the next week. I called a couple days later to set up an appointment and was told the mechanic quit so they can no longer fix the tire sensor. I also was sold a car with a non working horn. Thank goodness it was an easy fix. But every time I call with questions ****** has a condensing and nasty attitude! When I ask her why the attitude she says bye and hangs up in my face! The 1st month of purchasing the vehicle I spent out 3K in repairs, I was sold a lemon! Mostly all the cars at ************ are bought from auction and sold as is! Not worth the price they put on these cars! Shes a very shady dealer!

• Initial Complaint

  Date:09/13/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 Purchase : july 30th 2024 Repossession Date : Septtember 13th 2024 I am filing this complaint regarding my experience with [US Express Auto], which I believe has acted in bad faith in relation to my car purchase and subsequent repossession.Upon purchasing the vehicle from [US Express Auto], the dealership failed to complete the emissions test as required by Georgia State Law. I informed them at the time of purchase that it was their responsibility to handle the emissions, but they left the task up to me. Despite my repeated requests, including a separate trip back to the dealership to resolve the issue, I was told once again that I had to complete the emissions test on my own. This was a clear failure on their part to meet their obligations.Throughout my time financing the vehicle, I never missed a payment. All of my payments were made on time through auto-pay, ensuring there were no lapses in my payment history. I acted in good faith in maintaining my end of the agreement.Despite my flawless payment history, my car was repossessed without warning. I believe this action was unjust and unfair, given my consistent efforts to stay on top of my financial responsibilities. I request a thorough review of the situation and a fair resolution.Thank you for your attention to this matter.

• Initial Complaint

  Date:08/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 discovered that a vehicle has been sold in my name without my consent or knowledge. I did not authorize this transaction, and I have no record of any agreement or purchase related to this vehicle.I kindly request that you investigate this matter and provide clarification on how this transaction occurred. I am seeking a resolution that includes the reversal of the sale and any associated charges. Additionally, I would appreciate understanding the steps being taken to address this issue and prevent any further complications.Please provide me with a written response outlining the findings of your investigation and the actions taken.

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 26 2024 my vehicle was reposed from my job. Payment was made of my Regular weekly amount with a lil external 185 total paid on the day before the repo July 25th 2024. Never once was I advised that me vehicle was in a repossession status. I have also made payments weekly prior to these still Never being advised of any past due balance nor a pending repo. I have called and spoke to ****** with no information provided to me other than I need to speak to my account manager, whom I've never heard of her before this day. ****** is who I was told is my account manager. I asked to speak with her to get an understanding of how I am past due and no one could nor would give me an email and or phone number to reach ****** nor was any one able to advise me of when she is in office. And no one has called me back to address my issue. Only thing ****** was able to tel me was that the "Owner" said in order to get the veh back it has to be paid in full or refinanced. And also another payment was drafted from my account this morning July 29th 2024 of 150. No one knew anything or acted as if they could not speak to me. Then they started ignoring my calls. I even went into the office ****** nor ****** were available to speak with me. I have clue the past due amount they claim caused my veh to be repo'd or even the balance due to pay the vehicle off.

• Initial Complaint

  Date:06/18/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 May 31 2024, my *** was illegally towed from my house. When I called US express Autos about this, I was advised by ***************************** (Collections Manager) that the car was 17 days late on payments and that it was required for the car to be picked up. I was then told I had less the 9 Days to pay $2,334.86 and I would need to schedule a time to recover the vehicle or it would be sold at a public auction. On June 5, 2024 I called and stated I will pay on June 6. I was told by ****** that all I need to do is provide confirmation that the payment was sent. I provided payment confirmation on June 6, 2024 and I confirmed that she received the payment confirmation. ****** stated they still did not receive the money. I assured her that the money was sent. ****** then began to get angry and started to yell profanities at me and hung up the phone. I had her on speaker phone and my girlfriend witnessed this conversation with me and ******. I contacted the bank and explained that the business did not receive the payment so the bank provided a Federal Confirmation number of the payment submittal as well as a receipt. This was sent via fax to US Express Auto. I called June 7, 2024 to schedule to have the car recovered, no-one knew where the vehicle was, I then ask to speak to the manager. The employee explained that the manager is with a customer and will call me back. I have waited several hours. I called back got the same explanation that the manager is with a customer and is not available to speak. Around noon on June 7, 2024 I received an email from ****** that the car has been paid in full and to schedule for pick up. I called backI ask for the name of the manager and was told that it is just manager. I waited on hold and when the employee got back on the phone he said that they have my number and will call me back. It is now close to 3pm June 7, 2024 and still have not received a call. I called back, spoke with **** and was told the car is ready for pickup