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:03/30/2024

  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 2014 Dodge Challenger on 03/20/2024. The sales associate informed me that I needed to make a pickup payment one week from the date of purchase and we agreed that I was to make my payment on 03/29/2024. Two days after I got the car the dealership tried to charge my card another $425. I contacted the dealership to let them know the mistake on the payment date and was told by the sales associate that the issue would be resolved. On 03/29/2024 the day my actual payment was due the company repossessed my car and refused to fix the error on their end and proceeded to tell me in order to get the car back I needed to pay another $1,300. I had already paid $2,600 on 03/20/2024 a week and two days after having the car it was repossessed for errors on their end. I have video evidence of the sales associate admitting the mistake and apologizing that his account manager (*******) would not fix the issue. They scammed me out of $2,600. I have asked for arbitration to have this issues resolved however no word on that. I plan to hire a lawyer if they don't fix the mistakes they made. Worst experience buying a car I've ever had and I've owned many cars and paid them off no problem from other dealership. This company needs to be investigated for defrauding consumers.

• Initial Complaint

  Date:02/07/2024

  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.

  December 18/2023, i purchased a 2017 *** X5 35i Sdrive and i was told that the vehicle has blue smoke coming from the exhaust pipe so they wanted to check the vehicle for leaks, so they kept it a few extra days, i was contacted the following monday stating that there is no leaks, bc they had the vehicle running all day and no smoke , well i took the vehicle to ***** *** last saturday to service and after the service and inspection i was told the vehicle has multiple oil leaks, valve cover gasket, oil pan gasket, so i reached out to US AUTO and was told i would be contacted on Monday and each time i called i was placed on a 1 long hold, then transferred to a collections line, the estimated repair cost is upwards of $7,500 dollars, and this vehicle was sold to me with this current issues, not fair to me, this vehicle is costing me over $28,000 dollars, i only had the vehicle for little over a month, not sure how to get help but do a complaint to BBB.

• Initial Complaint

  Date:12/15/2023

  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.

  ????ATTENTION ???? DO NOT BUY ***S FROM HERE I HAD THE *** FOR 1 weeks 1/2 and the car wont start, they want me to pay $325 every week for a 2016 ***** Cruze, I took it to a mechanic Mechanic Valves cover gasket is cracked ******* and oil leaking Tune up Tension clamp I had to call my insurance company to keep change the vin number because they gave me a new car within 24 hours and neither cars are working. I I cant even drive the car and I havent had it for 2 weeks they took ***** from me and wont give it back and now I have an auto Fruad attorney working behind me. Im reaching out so that every one knows not to go to this company

  Business Response

  Date: 12/16/2023

  We sell all our used vehicles "AS IS" with no buyers warranty.  Every customer is aware of this prior to purchase and documentation is executed at the time of purchase explaining this.  It is sign with buyer acknowledgement.   Every customer has the right to have the vehicle inspected by a mechanic of their choosing prior to purchase and this customer waived her right in doing so, this document was also executed at the date of purchase.   Therefore, we will not be issuing a refund in this event.

• Initial Complaint

  Date:11/21/2023

  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.

  2013 Audi Q7 repossessed July 10th 2023 for not having full coverage insurance, I obtained necessary coverage for vehicle to be released back to me due to me Filing Bankruptcy July 19 2023 to get vehicle back. The vehicle was released back to me on July 27th 2023. The vehicle was not working and had to be towed to my residence. I tried to prove that the vehicle was working at the time of repossession to my insurance company but they denied my claim due to me not having the coverage at the time of repossession. Us Express Auto has the vehicle currently.

  Business Response

  Date: 11/21/2023

  Due to the legal nature of this account (active bankruptcy) our dealership will not communicate or discuss any type of debt.  Please have your attorney contact our legal representative. Thank you

• Initial Complaint

  Date:08/04/2023

  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 purchased a vehicle from Us express auto 7/9 I was given their zelle to make my down payment! A few days before my payment was due, I couldnt log into their car pay app, and I also had to get another debit card from my bank. So I asked them is there another way to make payment! I was informed that I could use zelle! Banks do not issue temporary cards, youre only eligible to have a card added to your digital wallet ( Apple Pay) so I had a friend, make the payments for me! My name is in the description of each zelle, and I sent a screen shot to their company, (via text) confirming my pay, and name, and that it was sent from my friend!! No problems at all. I have documents of that! Wednesday morning 8/2/23 my car was repossessed! I reached out multiple times with no response! I had my friend call, and she finally got a response from ****** ( manager) in which she was aggressive, and rude. She stated that she didnt receive any payments from me. My friend proceeded to ask to forward her proof, she refused, and said she wanted to hear from me directly. I called the dealership, and got transferred to her like 10 ten times, no response. My friend called again, and was able to get her on the line, and she added me to the call. I told her I have proof that I paid, and I can forward it all to her! She told me, I couldnt pay in the form of zelle, and because it was paid from someone else zelle, it isnt accepted. I informed her, that I have text from her employee, giving me permission to send my payments to their zelle account, would she like me to forward those screen shots, she hung up in my face, and didnt take anymore of my calls. I kept calling, no response. At this time its like 4pm , they close at 7! I get a text from their employee ****, asking for my last name , and car name. I forwarded that information, thinking I was about to get my car back. I was incorrect. He had no information for me! I asked him for the owners info, he wasnt able to provide that. A few hours later, I was sent an email, to pay $725 to redeem my car.I sent her all documents to her email, and she told me, its basically irrelevant, because its the owner made that decision. The owner is only going by her word. I asked to speak with the owner, she said call the dealership. The dealership? When shes the manager. Her employers dont have any answers for what Im asking for, and whenever they transfer a call to her, she doesnt answer. I was informed that she works from home. So she is forwarding the calls to voicemail, just because she feel like it. After begging her to look at documents, showing bank statements, and screen shots, that I had permission from her employers (via text) that I could use zelle to pay. She was still adamant on not giving me my car back, because I didnt pay through car pay. Either way it goes, my payments are made. All of them. So you repossess my car? Try to charge me $725, dont allow me to speak to the owner, hang up in my face, dont take my calls, refuse to look at proof I sent via email, all because I didnt use your car pay app to pay? I had permission to use zelle, sent directly to their business. My name in description. ****** is a rude, cruel, scamming woman! Ive never seen anything like this! This company needs to be handled! Immediately. Ive never heard of a car being repossessed, because payments were paid, to their zelle, instead of an app. The money is paid. Period! This need to be handled. Immediately! The fact that theyre comfortable with doing this, shows, that a lot of people are too scared to come forward, or they settle, out of desperation! Ill be handling this case, in a legal manner, however, I hope you all handle this. Before other people, have to go through this kind of stress, and inconvenience! I have a payment of $250 due to today, but I cant pay it, because she has that $725 added to it. I refuse to pay that. My car was taken, out of pure evil greed. Shut this company down!

  Business Response

  Date: 08/07/2023

  The dealership has an application in which all payments are to be made.  When a customer makes a payment in the form of Zelle and it's from a third party not associated with the car note, the accounting department is not able to determine where those funds are to be applied to. In your instance, the payments were made by someone ********* other than the title holder - no calls were made to the dealership to clarify by the third party person.  you were advised on text that we could not apply the payment without verification - no one called. Therefore events will not be reversed.

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20423697
  
  I am rejecting this response because:
  I was given permission by your employer that I could use Zelle. After I couldnt log in to car pay! I was given permission, and each time my name was in the description, and your employer also double checked to make sure the payments were from me, and they approved it.I just sent screen shots from each confirmation. So again, youre lying, and scamming. I made all my payments, and you took my car. Instead of acknowledging youre wrong, youre continuing to lie, Ive already forward my letter from my attorney! Be sure to respond to that email. Youll also receive a letter directly to your company.Thanks! 
  Sincerely,
  
  *************************

  Business Response

  Date: 08/08/2023

  We acted in accordance to our policy for third party payment and therefore the result will not change.

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20423697
  
  I am rejecting this response because:
  ****** is a scammer, along with this company! Ill handle this matter legally.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/26/2023

  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.

  Us express auto gave me a car with 4 balled tires. I had a blow out and almost got into car accident. They claims I signed the as is form but I understand that part but she stated that they dont sell cats with bad tires. Discount tires checked my tires they said they were 6-8 years old.

  Business Response

  Date: 07/27/2023

  We do not sell our vehicles with bald tires and you did sign a pre-sale inspection which indicates at least 60% life on the tire.  So you did sign the document acknowledging such.  Yes our vehicles are sold AS IS and you did sign off on all documents acknowledging that as well.  I'm at a loss for words as to how you can request a refund when your signature is on all these documents.  No refund will be given.

• Initial Complaint

  Date:07/19/2023

  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 purchased a vehicle 2and a half years ago from this dealership my car was repossessed 1 month later for being 1 bi weekly payment late of ****** because car needed repairs. I had to pay a ****** repossessed fee and pass due payment to get car back. 2and a half year later my car was repossessed on July 17th 2023 for canceled insurance on July 15th 2023 I paid my insurance on July 18th first thing in the morning. but they repossessed the car on the evening of the 17th. I told them I never had canceled insurance can they please give my car back I only have 6 months left on loan. they are requiring me to pay full amount owed plus 450 repossessed fee. this business practice is to repossessed cars for the smallest of reasons

  Business Response

  Date: 07/19/2023

  Dear ******************,   We protect our interest in all assets financed by our dealership. We act in accordance to the contract you signed in which you were not only in default with your payment but also your auto insurance was cancelled. This is our policy and therefore all customer are treated equal in all default situations.  

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20346517
  
  I am rejecting this response because: my payment was not late considering yall 10 day grace ****** when vehicle was repossessed.   I sign contracts yes but yall are taking advantage of the law your contracts says as is and yall use that to sale people junk.     it says car can be repossessed if you are in default.     but it dont say if you owe us ***** after paying 1,000s we will repossessed vehicle it dont say if your insurance canceled one day after having active insurance for 2+plus years we will repossesse.   your contracts don't say this because no one will sign it.    this is yall practice so it should say it in yall contracts so people can decide  not to do business with yall
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/20/2023

  Your contract allows us to repossess at any given point of default whether it be payment, insurance or even when a customer exhibits anytime of hardship. Which in your case you were past due one payment and your insurance did lapse, I provided proof of such. Again we are exercising our rights to protect our interest in the vehicle in accordance to your contract and in accordance to Georgia Law.  You may redeem your vehicle within the 10 days (notice has been mailed to your last known residence). Payoff is required in order to redeem. Thank you

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20346517
  
  I am rejecting this response because:I always maintained insurance as the proof you sent I paid last payment on the 18th so I thought I had until the 18th for next payment as far as late payment for 2 and a half years I paid before the 10 day grace ****** with exception to a few times I had to pay the ***** late fee yall excepted over ****** in these same payments when I get down to less then ***** yall repo car this is yall practice a simple phone call could have handled the insurance situation I maintain insurance the whole time of the loan yall purposely repo car to make money on the resale I owed **** yall gonna add a bunch of fake fees and say I owe ***** and yall only sold car for ***** this is how yall operate my mistake for doing business with crooks. but God sees everything 
  
  ***************************

• Initial Complaint

  Date:02/19/2023

  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.

  We paid off our loan in cash in the amount of $18,350.64 on January 31, 2023. We have the receipt showing it was paid in full and the title will be sent to our home address. US Express Auto deducted $1,083.57 out of our checking account on February 18, 2023 without our permission. They have taken money from our account on a loan that we no longer owe for.

• Initial Complaint

  Date:12/22/2022

  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.

  November 26 2022 I purchased a vehicle from them. Paid 1500$ down and a 88$ first week payment. The next day the check engine light, VSC traction, Vehicle stability lights come on. I was told this vehicle would pass emissions and it was mechanically sound. 10 days after they repossessed my vehicle for non payment of 188$. Plus an addition charge of 450$ for repossessed fee.

  Business Response

  Date: 12/30/2022

  *************** purchased a used vehicle from our dealership and acknowledged our vehicles are sold as is. In addition, also signed acknowledgement of the AS IS agreement and waived his right to outside inspection prior to purchase.   **************** is responsible for his financial agreement regardless if the vehicle requires repair.  No refund will be issued. 

• Initial Complaint

  Date:12/15/2022

  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.

  Sold me a vehicle that before and after purchase would not pass emissions. This goes against Gwinnett county law and I will be filing a lawsuit shortly. I would not have purchased said vehicle if I knew this information. Spent money fixing other undisclosed issues on the car such as (tires, trim pieces, wheels, leaking roof). After finding out it will not pass emissions I only asked for a refund of my downpayment which they refused.

  Business Response

  Date: 12/15/2022

  This customer purchased the vehicle on November 22, 2022 with the understanding of returning with the vehicle to have it inspected and so that we could perform the emissions after the inspection. Today is December 15, 2022 and the customer never returned to have this completed.    However the customer is upset because his lapse in insurance coverage resulted in the vehicle being towed.  We will not issue refund since he didn't not perform the steps required and defaulted on the contract. 

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18578050
  
  I am rejecting this response because I called on two separate occasions asking when to bring the vehicle in. They have since pushed the date back twice and told me they would call back when parts came in. I would still like the contract to be void because I was unaware of the vehicles condition, I told them I needed a vehicle ASAP which they told me the vehicle was 100% road ready. Unfortunately it was not and I have had multiple issues since the 3 weeks I have financed it which I have contacted them to rectify to no avail. I would still like a refund and the contract to be void. 
  
  Sincerely,
  
  ********************

  Business Response

  Date: 12/15/2022

  Customer response does not warrant a change in our decision or last response. 

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18578050
  
  I am rejecting this response 

  Business Response

  Date: 12/27/2022

  Good Afternoon, 

  Please be advised that I will be issuing a refund to the customer, if you could please update the complaint on your website.

  Thank you

  --

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

  General Manager

  Customer Answer

  Date: 12/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********************