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:06/29/2025

  Type:Billing 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'm being charged a service fee for work that was performed before I bought the vehicle and should be under their labor warranty you don't replace one piece of a clutch you do it all. But while the half my vehicle a brand new Reese hitch receiver with a 2inch ball was stolen out of my car I notified them that they could see me on camera taking it off and putting it inside the car because I just paid $850 to have a class 3 hitch installed I didn't want the receiver stolen and when I told them it was gone the response I got was basically oh well.! The receiver and two in ball were $82 dollars I still have the receipt and the receipt for the replacement one .I had the car for three weeks when it broke down and then they had it for three weeks fixing it. With no help with a rental or payment adjustment. I do not recommend this company . Their service coordinator well she's not helpful and could care less about helping you

  

  Business Response

  Date: 07/11/2025

  Auto Express of Hamilton provide all consumers with a 24
  month, 24,000 mile warranty. We do not charge “service fees” but at the time of
  service the deductible for the warranty repair work is due. We are also unable
  to provide loaners which we disclose during the loan process, and at the time
  we schedule service. We have no way of monitoring personal items (we recommend
  leaving nothing of value in the automobile) and our good will agreement for
  repairs covers that. It states during the process the dealership is not liable
  for any damage to the vehicle or its contents due to fire, theft, an act of
  nature, or any cause beyond the dealership’s control. If the consumer should
  need warranty work completed in the future they can reach out to us at
  ###-###-####.

• Initial Complaint

  Date:11/21/2024

  Type:Product 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 only had the car for one week before I couldn't turn the car off for 7-8 hours. I contacted the car dealership and told them about the problem they had me drive the car to them and attempted to fix the problem. Well the same day I got the car back it was doing the same thing again. Wouldn't start or when it did start wouldn't turn off. Or go into gear. I asked to get a refund of my down payment and the two payments I have made so far because they can't fix the problem but I'm paying for a car I am not driving. The manager was very rude with me she was laughing and making jokes about how I'm stuck with this car. As of now they still have the car and charging me every two weeks for the car payment, this would make the third time i had to give them the car back since I had the car. Within 30 days I had the car one week.

  

  Business Response

  Date: 11/25/2024

  customer brought car in for service on 10-29-24, with the complaint that the car would not shut off and come out of park. Car was off and in park when arriving on our lot.  We started the car and drove it to the service center.  Car turned off and restarted when we started our diagnostic process.  Our technicians replaced and programmed the key fob and had a new key for car cut. They also performed a oil change all at no cost to customer.  Technicians were unable to get car to not cut off and come out of park while the car was here in our possession. 

  11-06-24 the customer returned with the car with the complaint that the car wouldn't start for an hour.  He left the car parked overnight and it did restart the next day.  Drove the car home and car would not shut off again. The car was shut off when the customer came in and we started the car with no issues and drove it to the service department. Our technicians we still unable to duplicate the complaint issues.  We did however replace a brake switch.  A bad brake switch can cause this issue.  

  11-15-24 the customer came with the same complaint that car is not shutting off.  When we looked at car it was shut off and we drove it over to service where car shut off and restarted fine.  We have been unable to duplicate the issue the customer is complaining about.  The customer also stated that he thinks it is the ignition switch.  We ordered a ignition switch from the dealer and the part is due to arrive on 11-27-24.  We told the customer we will fix the car at no charge, fill the car with gas and tow it back to him. 

  The brake switch, Key and Key fob and ignition switch are not covered under warranty.  We are replacing both at no cost to the customer. 

  Customer Answer

  Date: 11/25/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below

  
  
  I don't have to lie about anything the car is doing exactly what I said it was doing. The manager angel is very rude and I can't say anything to her. Three times the car was doing what I said it was doing but besides that I have been shelling out a lot of money for transportation too and from work picking up my son and other things. I haven't even put 200 miles on the car. Majority of the miles come from driving the car back to the dealership. I'm done with doing business with them I just want my money back and I'm getting a car else where.
  
  Regards,
  
  
  
  ******* *********
  
  

• Initial Complaint

  Date:10/28/2024

  Type:Product 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 **** **** ****** from Auto Express in May. By mid July, I had to replace the tire and the heater hose broke and caused the car overheat so I had to get that replaced. Once that happened, I told him I wanted a different car because it had all these issues that I was not told about. They told me I was unable to exchange the vehicle so I continue driving it. On October 18, I took my car to an ******* **** auto shop for a diagnostic. They told me my turbo was leaking and my oil gasket pan was leaking so I took the car to Auto Express and told him I wanted a new car because of these issues that cost over $3000. Once again, I exchange the vehicle. On Saturday, October 26, I was driving and went to put my car in reverse and it would not move. It kept saying the transmission was not in park even when I put the car in park the car kept saying it was the transmission was not in park. I took the keys out of the ignition car started rolling backwards, even though it was in the ignition. I called a tow company and they said it sounded like a transmission switch was broken. Come to find out there is an open recall on my vehicle for the transmission switch. I was not notified of the recall when I purchased the vehicle. Had I not found out on my own about the recall, I would have never known. I would not have purchased the vehicle if they had told me there was an open recall before I bought it

  

  Business Response

  Date: 10/31/2024

  We have worked out an agreement with the customer,  her car is at the dealership getting her issues with the car resolved. 

  Customer Answer

  Date: 11/01/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  They did put my car in the shop However, the shop told me there was not one, but two recalls Neither of which I was informed of when I purchased the vehicle. Once the vehicle was in the shop, they found out that my battery is bad. I’ve only had this for four months and all this stuff went wrong with it. I asked if a new battery would be covered under my limited warranty. They said no that I would have to pay out-of-pocket for it. I am getting fed up with all these issues with this vehicle and I would just like another vehicle or a refund of all the money I’ve paid towards this car in regards to the down payment and the monthly payments
  
  
  
  
  Regards,
  
  
  
  ********* ******
  
  

  

  Business Response

  Date: 11/06/2024

  We sold the vehicle as is with a limited warranty that covers the power train plus for 24 months or 24,000 miles (Which ever comes first). I spoke to customer on 10-28-24 and scheduled transportation for the vehicle to be picked up and brought to our dealership.  We reached out to the local **** Dealership and set up appointment for them to complete any and all recalls listed on the car.  We transported car to **** Dealership and back after recalls were completed. All of the transportation of vehicle was at our cost and not at customers cost. Customer was notified by **** Dealership that she needs a new battery.  Customer purchased battery (non warranty item) and brought to us to have installed in car.    As of now 11-06-24 all NHTSA recalls have been complete on vehicle. Vehicle is now back at our dealership to have non warranty issues (Oil leak) to be checked and fixed at our cost.  The warranty company has spoke to finance company regarding helping customer with payment on account. 

• Initial Complaint

  Date:09/04/2024

  Type:Product 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 have had my car less than 3 months my car payment was 14 days late and they repoed it I was loosing out on money because my car was in the shop multiple times for different things. I paid 700 last Friday to get my car back 08/23 and picked up my car and on 8/27 my cars hose busted and left me and my children on the side of the road for 2 hours. Went in to drop the keys off to them and was going back and forth with them about how unfair it’s been to have my car 4 times in the shop and nothing gets done correctly they are rude uncaring. I used all the money I had that was for my rent to pay the car to get it back I’ve been left without my car for a week at a time every time it’s been in the shop I lost my job due to not having my car I have no family here no one to help me I put almost 3000.00 down on a car that I barely had 6 months and it’s been nothing but the worst and it’s unfair they called me yesterday 9/3 told me my car was ready went to pick it up today 9/4 I drove it off the lot 15 minutes driving something pops and I had to pull over there was liquid everywhere and my car was smoking this is just unbelievable and unfair like please help me

  

  Business Response

  Date: 09/10/2024

  We have reached out to the customer several times with no response. If they would like further assistance they can reach us at *************

• Initial Complaint

  Date:05/26/2024

  Type:Product 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.

  I purchased the vehicle 12/2023 My engine motor went out on my vehicle on Friday night 4/5/2024 while on a road trip I was stuck in the middle of *********. I had to purchase a rental to get home and pay extra to stay in a hotel for the night, because the after hours voicemail was full and the business was closed on the weekend. I missed work Monday due to having to wait to hear from dealership to see what to do with vehicle since it was still under warranty. I was told by Angel the service manager that she received approval from owner to tow the car back to Ohio and I would have to take out a separate loan with payments to pay for tow bill. I never received an agreement or signed any contract for separate loan. I also was told that since I had to purchase a rental car they would move payment to the end of my loan. I sent in receipts and they only move 1 payment for $215 when my rental car bill was $389. Then due to my car being a part of a recall *** would pay for a new motor to be put in, and I was told my finance manager Erica that auto express could not communicate with *** service will car was being fixed. I contacted *** and was told I would be reimbursed for my rental car bill and hotel stay as long as I submitted the tow bill proving the vehicle broke down out of state. When I reached out to auto express for a copy of tow bill I was told by Erica service manager that my past due balance was now $935 with tow bill added on. I reached out to service manager Angel to express that I never signed an agreement for tow bill to be added, she stated that there must have been a mis communication. I expressed i wanted to meet with owner or her supervisor to get everything squared away. I was told by Angel service manager that he will not meet with me and when I asked for the corporate number she just gave me the general number to business. Now I received a text message stating my payment is due Monday 5/27/2024 when my scheduled payment has been every other Thursday .

  

  Business Response

  Date: 05/28/2024

  Spoke to customer 5/28/2024 and came to agreement customer is satisified with.

  Customer Answer

  Date: 05/28/2024

  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. 
  
  
  
  Regards,
  
  
  
  **** ********
  

• Initial Complaint

  Date:05/03/2024

  Type:Product 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 am purchasing a car through this company in which it has a limited warranty and I am still under the time frame and mileage for the warranty. I had my car towed out of pocket and paid for a rental for them to repair my car that needed an alternator and tune up. They charged me for the tune up but did not acknowledge my concern for the blinking headlights and loss of power that I told them was going on. They stated no issue (alternator) included IN WARRANTY as well as rattle under car (axel) included in warranty.. NONE OF THESE were fixed and I was told we’re not an issue found by mechanic. I drove the car for another month until I felt like I was going to have a severe accident due to these issues. Took my car to another shop to have looked at WHERE they replaced the alternator AND CV AXEL THE TWO ISSUES covered under warranty that they said were non existent issues. Instead of paying a $100 deductible for these. Repairs I paid over $7000.00 to another company for 2 of 7 items that should have been repaired under warranty. They will not acknowledge OR OFFER any compensation for their negligence and here I sit AGAIN with non working car BUT afraid to have AUTO EXPress look at it DUE TO THEIR lack of HONESTY and UnPROFESSIONAL business tactics

  

  Business Response

  Date: 05/03/2024

  Consumer purchased an automobile on 12/3/2022 called in on 2/8/2024 stating that she had put an alternator on the car is Sept 2023 and that her headlights and cluster board were flickering, the car was running rough and the check engine light was flashing. Consumer missed original service appointment so we contacted them and rescheduled. Technicians were unable to duplicate any lights flashing but did diagnose the car (tested the alternator the consumer installed) and found needed a tune up which was causing it to run “rough”.  This is not a covered service under the limited warranty as this is a basic maintenance responsibility. We still assisted the consumer with the repairs. We replaced the ignition coil, spark plugs and intake gasket, and got the automobile back to them.
  On 4/15/2024 customer stated brother was paying for tires, struts, ball joints, alternator, parking brake shoes and pad, rear shocks 4 tires and rear pads and rotors at ********* ********* automotive. I am unsure where the ****** history on 4/18/2024 came from but I do see that based on the milage the consumer submitted the consumer is over miles for the warranty and this is primarily a list for basic maintenance. Any warranty repairs would have to be done at our service center to file a warranty claim.
  Prior to responding we contacted the consumer who did not want to schedule an appointment with us. She indicated that the place she took the car for repairs put in the wrong alternator and that she would be taking the car back to them to fix.
  If the consumer needs additional support with their service needs that can give us a call at ###-###-####.
  
  

• Initial Complaint

  Date:02/05/2024

  Type:Product 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.

  Good morning my is ***** ****** 54 years old I'm on disability and was looking for a car to get me to my doctor's appointment s. I put 1800 hundred dollars down and even made my first month payment of 541.00 the car blew up and still had temporary tag still on it I truly believe the car has been wreck !I believe they took advantage of me knowing I was on disability they were eager to sell me this car 2007 ***** es 350 it had 173467 miles on it I'm very up set that they knew I did go up and asked them about the warranty on the car cause all lights was on it they said it needed reset on one of the lights it said check vsc I looked that up on ****** it said something about it it would loose control of the car I don't understand why they would sell a car that can or could hurt the one driving it or some one else they should give me my money back they took advantage of me I do have PTSD it's just wrong I need your help with

  Customer Answer

  Date: 02/05/2024

  I got the car on 12-21-2024 I don't know how to send documents fo I take pictures I'm not smart the original down payment was 1500 they asked for an extra 300

  

  Business Response

  Date: 02/05/2024

  We understand that ** ****** purchased a vehicle where the engine went bad. At Auto Express of Hamilton all of our vehicles come with a warranty. The ***** is here and we have made attempts to contact the customer about the warranty process. Our in-house warranty team would love the opportunity to help get the customer back into her vehicle. Please call ###-###-#### and ask for Angel or Jesse.

  Customer Answer

  Date: 02/05/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ***** ******
  

  Customer Answer

  Date: 02/06/2024

  I do not understand I have paperwork stating that 1800 .down payment I want refund for 2007 ***** es350 they sold a car that blew up in less than 40 days car has been wreck has different colors of car 541 a month they told me take it to ******** they lied I m on disability and have no way around I have brain aneurysm PTSD they took advantage of me I need your help getting my money back I do not trust none of their cars they want full price for used cars 

  

  Business Response

  Date: 02/07/2024

  We reached out to *** ****** today with a possible resolution/solution. She can reach out to us to discuss at ###-###-####.

• Initial Complaint

  Date:12/04/2023

  Type:Product 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.

  My car has faulty wiring the right alternator wasn't even in my car it's dangerous to where I can't even fix it I want something done

  Customer Answer

  Date: 12/04/2023

  We have contacted the dealership with no response or anything willing to do anything we have had the vehicle but just started noticing all the problems it is an 05 Kia Sedona we have had about a year

  

  Business Response

  Date: 12/07/2023

  We do not have a consumer by the name of ******* ****. A
  consumer by the name of ****** ***** has the listed phone number in his
  account. ****** purchased a **** *** ****** on 5/14/2021 the end date of his
  loan is currently 12/22/2023. To date we have no record of the consumer calling
  in to report a service issue nor has a service appointment been scheduled. At
  Auto Express of Hamilton all automobiles come with a 24 month 24,000 mile warranty.
  We have tried to reach out to consumer several times to discuss service issues
  with no response. ****** can call ###-###-#### during normal business hours to
  discuss service issues he may be experiencing.

• Initial Complaint

  Date:08/12/2023

  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.

  This is not a complaint based on their customer service. They are great with customer service as far as I can see right now. However, the half done jobs they do on their cars are unacceptable. I had many brake issues on my car which we settled but now I’m having electrical problems with my car. They do just enough to get the cars on the lot and that’s it. That is not ok.

  

  Business Response

  Date: 08/14/2023

  we have called, emailed and text messaged the customer on 08-14-23 to try and resolve service issues by scheduling service appointment.  Customer to date has not called in and spoke to service department regarding current issue she is having with car. 

• Initial Complaint

  Date:07/29/2023

  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.

  The service is great, I have my car for 2 1/2 months and I love it. But the reason I am doing this review is. I called them two weeks ago of the week of July 4th, to have the paper title so I can change from a temporary tag into my real tag. I had to work all week so I didnt have any days off to go up there and get it. And I ask them to send it the mail for me and I have waited for three weeks and so and it never been mailed to me. Now I am ****** off, I had to spend $21 dollars to get a new temporary tag for my car. I really think that they only about the money. So can anyone help me out please. And I know that I am behind 265 dollars and I am only one person that has lost her job, her home and living in a hotel to get by. The owner had a guy come and get my car, with me and my mom in and in the middle of food deliveries. They dont freaking care, all they care about is money that car is the only job I have to make money. I have called up there and tried to talk it out but they didn’t want to reach out with agreements with me about getting my car back.

  

  Business Response

  Date: 08/01/2023

  All consumer memo titles are available to pick up at the
  dealership once processed, there is no need to purchase a second temp tag. The
  dealership does not mail these as we have no way to guarantee a customer will
  receive. If consumer is unable or unwilling to drive to the dealership to retrieve
  their memo title a duplicate memo can be purchased at the closest BMV location
  to them for a charge of $6.00.
  Consumer can call the dealership to discuss past due
  payments and or repossession. 

  Customer Answer

  Date: 08/05/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  They told me that if I can’t afford my car, is to give it back. Now that they got their car back I want my 800 dollars for that down payment back. Every time I call they had an attitude with me as I told them that I have lost my job but I have another job behind it. That car was my only source to make money and they still didn’t want to work with me. And to call my old job 5-7 times looking for me and telling my bosses about how much I owe and said “if I don’t pay this amount they will come and get my car.” That right there is a breach of privacy about my account. I want to sue them for that and I am looking for an auto lawyer for it. I just want my 800 dollars back.
  

   

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