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:08/12/2024

  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.

  I purchased a used vehicle (2012 ******* ****** GLS) from Express Auto Source in ************, ******* on or about 11/18/2022. There were issues with the title being submitted by the dealership to the ***, causing a delay in registration to January of 2023. The vehicle was registered at the *** in **********, *******. In July of 2024, I took my car to a ******* dealership to have a repair done that was under warranty. I got onto the ******* website and used the *** verification to confirm that my needed repair was in fact covered by the extended warranty on the vehicle, prior to taking the vehicle in. Within several days of picking up the vehicle I received a message from the dealership stating that the repair was not covered because my car had a branded title. I then went online and ran a report using Bumper on my *** number and discovered that my title was in fact branded due to the odometer reading being not as stated and was reported so after it was already registered to my name in January of 2023. Subsequent contact with the dealership has resulted in nonpayment of the repair. As of 8/12/2024: - I have spent over $8500 for the purchase and registration of the vehicle - ******************** **** has a lien on the title. - I am going to notify my insurance company, **** of the rebuilt title issue.- When I purchased the car in November of 2022, it was under the assumption that I was able to have comprehensive coverage on the vehicle. - Due to the fact that I have a loan on this branded vehicle, I had to have comprehensive auto coverage.

  

  Business Response

  Date: 08/13/2024

  The customer knew about the branded title.  We sold the car with a not actual mileage title because thats how we purchased it.  There was nothing hidden with the customer.  The customer sign the paper work and knew about the not actual mileage tile.  The title has nothing to do with any wrong doing.  Whenever there is loan on a car the customer has to have Full comprehensive coverage. coverage has to do with the customers bank requiring full coverage and has nothing to do with the title brand.  We were upfront and did nothing wrong.  
  

  Customer Answer

  Date: 08/13/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22129656, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  
  Thank you for the swift reply. The facts are that at the time of purchase, we signed an odometer disclosure statement, and neither box, including the one stating there is an odometer discrepancy, was checked. Myself and my father who was the co-signer on my loan, were fully under the impression that the title was not branded, rebuilt, or otherwise. My father would not have co-signed a loan for nearly $8000 on a vehicle with a branded title. We both would have insisted on searching for a different vehicle. According to the BMV website, I have a screenshot attached, the title is clean. According to the Hyundai dealership in Muncie I went to to have work done on my car, and Bumper.com, my title is branded due to tampering of the odometer. It cannot be both, so I need a swift and palatable resolution to this problem. 
  
  
  
  Regards,
  
  
  
  Contessa Poyser
  

  

  Business Response

  Date: 10/04/2024

  We are going to look into fixing the title issue.  It's been a long time and nobody had ever reached out until this complaint.  My title department is in contact with BMV to see if we can get the title fixed.  

• Initial Complaint

  Date:07/13/2024

  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.

  I purchased a ****** 4Runner from the listed company. I spoke with them over the phone many times as I do not live in the area. The outside and inside of the car were/are very clean and those are the pictures they provided.I have had the car in the shop and spend more than the car is worth on fixing issues with it. I was just told I have a huge hole in the frame of the vehicle and so much rust that nothing else can be fixed. I have not had the car long enough for these damages to happen.If they did an inspection on this which I was told they did. They knew it had these issues and still sold it to me under false pretense that there was nothing wrong with the vehicle.

  

  Business Response

  Date: 07/24/2024

  We are always very sorry when something goes wrong with a used car.  However when something does go wrong it's also not our fault.  *********** purchased the car back in January.  It's a 2004 4Runner so it's over 20 yrs old.  We didn't knowingly sell the cars with any known issues.  This is the first I've heard of any issues since purchase in January.  Because of huge gap in time there is nothing we can do to buy the car back however I can help get the car fixed.  If the customer would like to reach out I can help guide her to the right shop to get her issues fixed.  She did buy the car AS-IS 7 months ago so we are definitely not responsible BUT we can definitely help

  Customer Answer

  Date: 07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  This response is not true, I did reach out to the gentleman that sold me the car within the first couple week due to issue with the car. I asked for a manager and he said he was the manager. By law when I asked if anything was wrong with the car you are required to disclose any damage to the frame. Therefore a dealership must check the frame. A damaged frame Is not safe. The holes did not happen over a 7 month period.  The car has been to the shop 4 times in the 7 months. You sales person and I communicated by text and email so there is written proof. 

  Regards,
  
  ***********************

  
  

• Initial Complaint

  Date:03/12/2024

  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.

  I was interested in a 2016 **** Wrangler at EXPRESS AUTO. I looked under the 2016 **** Wrangler and it was leaking oil so I didn't buy it. Express Auto Source said they would fix the leak. They called 2 days later and said the oil leak was fixed and they cleaned the underneath of the jeep. I paid someone to take me the 170 mile round trip and I did purchase the ***** When I got home there was oil all over the underneath, so I called them. They said I could bring it back and they would fix it again. I told them it would take time and money to have someone make the trip with me again but they could come and get it. They said no it was too far so I told them I would take it to a certified **** dealer in Batesville only 7 miles from my home. They did fix the **** and I called EXPRES AUTO. I sent them the bill and it was emailed to ******* at EXPRESS AUTO. It has been over a week and no one from EXPRESS AUTO has contacted me. As you can see the **** dealer at Batesville did the same thing that EXPRESS AUTO did except the **** does not leak oil now. Since the oil leak was supposed to be fixed by EXPRESS AUTO and was not I feel they should reimburse me for paying for their mistake. I am not pleased with how EXPRESS AUTO does business.

  

  Business Response

  Date: 03/12/2024

  We agreed to repair the oil leak on the Wrangler.  We had the work done at a 3rd party service facility.  They repaired the oil pan so we proceeded with the sale.  We heard from ***** a couple days later, she said there was still an oil leak.  We informed the service facility about it and they said it could be possible a couple screws were not tightened all the way.  We informed ***** what it most likely was and that she needed to bring it back as the repair would only take a few minutes.  She proceeded to say she wanted to take it to a close by Dodge dealership to make sure.  We said ok however we already paid for the repair and would not pay another facility to do the same work.  But if she wanted them to verify that would be fine and then we could finish the job since it's already paid for.  She let Dodge do a full repair anyways.  We already told her we paid for the repair and that we could not pay for the same thing again.  She still demanded for us to pay a second time.  We told her no, we asked her to bring the car back so we could make it right but she refused and had the work done again somewhere else.  *********** facility we had the work done was going to make it right, ***** refused our help but then wanted us to pay for her decision.  We dropped the price for her almost a thousand dollars and paid for a 600 repair.  It was her decision to take it to Dodge, we forewarned her we would not pay out of pocket for ***** to fix it.  

  Customer Answer

  Date: 03/12/2024

  Express Auto did come down almost ****** (not ********) from their asking price for the **** so I paid them ********* plus sales tax.   I did not wait a few days to contact them about the **** still leaking.  As soon as I got the jeep home and saw all the oil I called them immediately.  Screws were NOT loose on the underneath.  As you can see in the Batesville dealer repair bill that Batesville **** did the same thing as Express Auto did except now it does not leak.  As I told ******* at EXPRESS AUTO I am elderly, live alone, and have to find someone then pay someone to bring me the 170 mile round trip.  Express Auto would not come get the ****  because I lived too far from them.   The right thing to do would be for EXPRESS AUTO to pay for the repair that they attempted to fix and did not.  ***********************

  Customer Answer

  Date: 03/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Express Auto did come down almost ****** (not ********) from their asking price for the **** so I paid them ********* plus sales tax.   I did not wait a few days to contact them about the **** still leaking.  As soon as I got the jeep home and saw all the oil I called them immediately.  Screws were NOT loose on the underneath.  As you can see in the Batesville dealer repair bill that Batesville **** did the same thing as Express Auto did except now it does not leak.  As I told ******* at EXPRESS AUTO I am elderly, live alone, and have to find someone then pay someone to bring me the 170 mile round trip.  Express Auto would not come get the ****  because I lived too far from them.   The right thing to do would be for EXPRESS AUTO to pay for the repair that they attempted to fix and did not.  ***********************
  
  Regards,
  
  *************************

  
  

• Initial Complaint

  Date:02/07/2024

  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.

  Purchase 2015 ***** Silverado on 12/30/2023. Prior to picking vehicle up called manager and asked them to check 4 wheel drive and A/C to make sure they were working. When I came with my son to pick up vehicle I asked about 4 wheel drive working and A/C working. The sales man told me they checked and both 4 wheel drive and A/C were working. My son and I went out and check and 4 wheel drive was working but A/C was not working. I brought salesman out to show him and he said he would take care of A/C and he would make appointment to have A/C looked at. He also told me that some people have their A/C freon drained out in the winter time. I have never heard of that. I took delivery of vehicle and salesman said he would call me. He never did and would not return my phone call. Also called manager and never returned my phone call. I filled put a request on thier web site to have someoe call me. Finally recieved phone call from their service ***** that is part of the same building as the sales office and made appt with service consultant (*******) and schedule appt. for 1/30/2024 at 9:00am. They did a A/C service and put dye in freon and I returned on 2/6/2024 at 10:00 am. They found a leaking . condenser and needed to be replaced. The manager said he would not repair A/C because it was working when they checked it. The A/C could not have worked because there was no freon in system and compressor was not engaging. They did pay to have it checked. The cost to replace A/C condenser was $609.68. They bent over backwards to sell me the vehicle but when it came to a issue they would not even call me back or acknowledge I was there. The manager told me I was calling him liar then. If they did check it they must have felt the outside air coming in, It was a cold night. It A/C could not have work because there was no freon in system and compressor was not engaging. I asked manager if we could work this out but he did not want to talk. Said he lost money on the deal.

  

  Business Response

  Date: 03/11/2024

  ************* was never promised any fixes on his truck.  He purchased the truck as is and signed the AS-IS form.  He purchased the truck the very beginning of January and we didn't know if the ** worked or not.  If we would have promised him an ** fix we would have written up a We-Owe form.  We did drop the price several hundred dollars for the issues the truck currently had.  The only thing ************** was promised is that we would fix the ** at OUR cost but that he would have to pay for it.  This is very standard for used cars sold as is. We are very easy to work with and don't push anything on anyone.  He freely purchased the truck and signed the AS-IS Forms

  Customer Answer

  Date: 03/14/2024

   

  They new a/c didn't work that is why they looked at a/c. The manager told me it work and I said it did not and that is why he asked me if I was calling him a liar.

  I signed the as is after they told me they would take car of of a/c.  He dropped the price before the deal was even made. He did not drop the price  because 

  of a problem. He did that to make the deal, He is just trying to cover his tail to make it sound like he has done nothing wrong.They never told me that they would  

  fix at their cost and I would have to pay for it. There cost is the same price that other outside customers pay. The service ***** is seperate from sales and pay  

  same rate.They are only easy to work with to sell the vehicle. After that your on your own.This is not a good bisiness practice and eventually catch up with them.  

  just feel sorry for the next person that this happens to. I will post my comments on their respond web page....

   

  Customer Answer

  Date: 03/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  They new a/c didn't work that is why they looked at a/c. The manager told me it work and I said it did not and that is why he asked me if I was calling him a liar.

  I signed the as is after they told me they would take car of of a/c.  He dropped the price before the deal was even made. He did not drop the price  because 

  of a problem. He did that to make the deal, He is just trying to cover his tail to make it sound like he has done nothing wrong.They never told me that they would  

  fix at their cost and I would have to pay for it. There cost is the same price that other outside customers pay. The service ***** is seperate from sales and pay  

  same rate.They are only easy to work with to sell the vehicle. After that your on your own.This is not a good bisiness practice and eventually catch up with them.  

  just feel sorry for the next person that this happens to. I will post my comments on their respond web page....

  
  
  Regards,
  
  ***********************

  
  

• Initial Complaint

  Date:09/08/2023

  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 ****** Tacoma 2013 on 8/10/23 $21900. after the first week, it started driving funny so I took it in to ********* and The total amount came out to 3 grand to get a fixed i Contacted the dealership and they told me Their vehicles are sold as is. And there was nothing I could do about it. But they would take a look at it. Let me pay 600 they will pay the rest. This is my first vehicle I've gotten financed and haven't even made the first payment yet. I started to look at the location of the vins on the truck and noticed there has been pieces removed and welded back such as the vin location under the driver's seat which is non existent.

  

  Business Response

  Date: 11/09/2023

  Yes the customer brought the details of the *************************** to our attention.  

  1.  We sell all cars AS IS.  We allow customers to bring cars for inspections and test drive cars.  We cannot be held accountable for issues after the fact. 

  2. As far as the 3k plus bill, these are all recommended fixes by ********** non of them were something that absolutely needed to be fixed or were dangerous for the customer. 

  3.  We asked the customer to bring the truck to our shop so we could verify the issues.  The customer refused.  We also told the customer if indeed all the ************* to be fixed then we could get it all done for under $1600 instead of over $3000.  However the customer still refused to bring the truck in for us to verify.  We tried to help, the customer refused out help. 

  

  Business Response

  Date: 11/13/2023

  Yes the customer brought the details of the *************************** to our attention.  

  1.  We sell all cars AS IS.  We allow customers to bring cars for inspections and test drive cars.  We cannot be held accountable for issues after the fact. 

  2. As far as the 3k plus bill, these are all recommended fixes by ********** non of them were something that absolutely needed to be fixed or were dangerous for the customer. 

  3.  We asked the customer to bring the truck to our shop so we could verify the issues.  The customer refused.  We also told the customer if indeed all the ************* to be fixed then we could get it all done for under $1600 instead of over $3000.  However the customer still refused to bring the truck in for us to verify.  We tried to help, the customer refused out help. 

• Initial Complaint

  Date:03/06/2023

  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 of Transaction: 1/30/23 Amount I paid the business: $22,000 I test drove the vehicle, it checked out. I leave the dealership on my way back home 4 hours away. As I got on the Highway, I noticed my engine light immediately came on and the performance of the vehicle was effected. Engine started to not go through the gears seamlessly. It now was a jerking and shaking to the vehicle that wasnt there 30 minutes prior. I get home, and go see what the engine light is about, I replaced the part thinking the problem was going to be solved. The problem continued and got worse. I reached out to the dealership the next day after purchase 1/31/23. They said they had no idea of what was going on. So I let a couple more weeks pass, getting it checked at different auto shops. Well just February 28, 2023 on a road trip for a friends birthday out of town. On my way back from out of town im on the road with 4 of my friends, they were car pooling with me. As were driving home, we are about 2 hours from home at this point. I begin to start merging over to make the correct exit. However my vehicle wouldnt accelerate. So I alert my friends and at this point were doing 78mph on i-95 and my car is stuck as far as being able to push the gas and maneuver through traffic and lanes! Were all alarmed and frightened, but was able to pull over to the shoulder of the road. So now were sitting ducks on i-95 with traffic going 80mph+ and 9 inches away from the flow of traffic. This is at 2am. Now were stranded a few hours from home. I get it towed to a auto shop and they tell me its my transmission. I reach back out to the dealership and he says its nothing at all he can do. I traded in a vehicle that had zero problems, to get a vehicle that had the worse problem. I feel they sold me this vehicle knowing the transmission was due to fail on my hand which would save them from having to replace it on their dime. I still have temporary tags and havent even made a my first payment yet!

  

  Business Response

  Date: 03/08/2023

  This is an unfortunate situation.  As a used car dealership we sell all our cars AS-IS.  We allow customers to test drive, take to mechanic shops and do their own due diligence before purchase.  We also offer 3rd party warranties for situations like this.  The customer said no to the warranty.  The customer called me for the first time just this past week. Well over 3 weeks after purchase.  I talked to the customer and told him I was willing to help with the fix.  I'm actually surprised he filed a complaint considering he was grateful for the help I offered.  

  Customer Answer

  Date: 03/08/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  I just spoke to him for the first time in three weeks. however I spoke to *********** the very same day of the first issue! And I have text receipts to prove that. And multiple times before contacting the Head manager. So thats why hes just hearing from me. And Hes trying to work with me? How is selling me a blown transmission before 30 days of ownership and then trying to charge me to fix it is working with me? It was an issue from the beginning and its not professional especially for a certified dealership by car fax.

  Regards,

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

• Initial Complaint

  Date:02/01/2023

  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 car from Express Auto Source on Jan.19th 2023 for $14505.00 the car was delivered on Jan.25th 2023 before the driver could take it off the tailer I asked if he could take it back it was very dirty, he told me he had to leave it I immediately called ***** and told him I wasn't satisfied with the car he then told me no refund. Once I drove the car, I heard noise as if something was loose in the truck or tire, I called back and told him about the noise I heard he assured me that he changed everything out he told me to take it to a shop and have it looked at I took it to ****** Chevrolet the Tech there told me that it was the suspension in the rear needed to be replace along with other problems he goes on to say that they can't fix it because it's so much rust under the car especially in the back where the problem is I then called ***** and told him his response was" we fix cars up here all the time so I don't understand" he then ask me to take it to another dealer I said I have called ***** numerous of time only for him to block me and send me to his answering machine I have texted him no response I was sold a car that is not fixable or drivable and he is not trying to solve the problem the car sold was a 2015 gmc terrain I haven't had this car 7 days before i asked for refund

  

  Business Response

  Date: 02/24/2023

  Responding to ************************* complaint. 

  I will first point out that I am a used car dealer, all of our sales are sold AS IS.  As for ***************, I believe we went above and beyond to make her a satisfied customer.  First we had an independent inspection done for the terrain, we paid for the inspection and the transportation.  Upon inspection the shop recommended new tires.  We made a deal with *************** to put new tires on the Terrain.  Please also Note we sold the car over $3000 under retail value.  We took many pictures for *************** and videos.  Upon delivery to *************** she called and complained about the driver's floor being dirty.  I (Kaleb the owner) apologized and explained its a muddy time of year and between getting tires put on the car and immediately having it transported that a few feet were in it which made it dirty.  I did however tell her to please have it cleaned at my expense to insure she was happy.  Again she called me an hour later and complained about the engine sounding bad.  I assured her I drove the car 2 days prior and there were no such noises.  I told her to bring it to a nearby shop to make sure all was ok.  Upon inspection there were no engine issues found.  She then called me after that and said the shop found a stored code for a maf sensor.  Again the sensor was brand new and it was an old code, still that was not good enough for her.  Again she complained about another noise in the car, she brought it to the shop and they said the noise was from the rear shock.  She immediately told me if I didn't fix it she would sue ********* This was the 4th or 5th time she threatened me with a law suit so at this point I said no I won't take care of it and I cut off all communication.  She got a great deal on a car and I stand by it