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Complaint Details
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Initial Complaint
05/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a 2018 *********** from this company. The financing was a nightmare. Now 8 months into this my low **** or car-finding device goes off when a payment is not even owed. I called in and the customer service reps were extremely rude wanting proof that I made my payment. When I submit that information, they tell me to send it to another department. They stated that there was nothing that they could do, but they demanded another payment in order to keep my car from being shut off. THE PAYMENT WAS NOT DUE. This is a complete violation of the ***** and the **** I just want the beeping to stop. I tried to get my car refinanced by my bank and this dishonest company gave them a 10-day payoff that was higher than the amount owed on this car. So my approved financing fell threw. This is also a violation of the ****Their website where you can make payments is not working and showing that my account is constantly at a $0 balance for each payment date. I have to pay a fee to make my payment online (when working), through the automated line (which is new), with a phone rep, and at the kiosk. Why does it cost me a fee to pay? This company is a joke. Under the *** when anything changes with my contract, this includes modality of payments, I must be notified in writing. I was not when the payment website changed. I was left hanging, and this company violated my consumer rights. After doing research this company has a reputation for predatory loans and predatory business practices. If this cannot be resolved, they can have their car back. I am at the end of my rope with thick company.
Business response
05/22/2024
We appreciate you notifying us of a complaint that was submitted through your agency. We take all complaints very seriously and we will work directly with our customer in regards to this complaint internally within our company. We understand this is an important matter and we will do what we feel is necessary to help this customer resolve their concerns or complaints. We will not respond to your agency in reference to any solution or discrepancies in this matter. Again, we appreciate your notification, and we are diligently investigating this complaint.Initial Complaint
03/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
And they set up my payments for every two weeks and it happens to be on the off week when I don't get paid so my car shuts down before I get paid and I can't get to work and I've asked them to move my due date a week and they will not do it so my car shut down several times and I can't go anywhere it won't start so I had you have to make a payment so I have to borrow money to make a payment now I've made my payment and my car's broke down something's wrong with the engine and I can't get a hold of the *************** I have no idea where to take it or how to get it thereBusiness response
04/01/2024
We appreciate you notifying ******* complaint that was submitted through your agency. We take all complaints very seriously and we will work directly with our customer in regards to this complaint internally within our company. We understand this is an important matter and we will do what we feel is necessary to help this customer resolve their concerns or complaints. We will not respond to your agency in reference to any solution or discrepancies in this matter. Again, we appreciate your notification, and we are diligently investigating this complaint.Customer response
04/03/2024
Complaint: ********
I am rejecting this response because: They have not contacted me about my payment being moved to the correct pay day week. So my car will once again shut down before I get paid.On the other matter, the warranty ppl have not contacted. Me either. I have left messages.
They car is a lemon I guess. I have to put it in neutral when I stop at lights so it doesn't shake the engine off the blocks. I want my money back. They can have this car. I can't continue to miss work because the turn on the kill switch.
Sincerely,
*************************Initial Complaint
03/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
All vehicles at the dealership have a starter interruptor/low jack ******* The ****** in the vehicle I purchased has been an issue since day one. The dealership offers a "3 year, ****** mile warranty". If an issue with the vehicle arises you're supposed to take it to their service department for repair or replacement of the part(s) causing the issue. I've been to the service department on multiple occasions for multiple issues. Not one visit resulted in the a repair or replacment of the ******s/parts causing the issues. Instead having to go to a 3rd party mechanic/shop to fix/replace parts paying full price out of pocket. The latest issue is the low jack ****** that will leave the vehicle stranded unable to start because of the faulty installation of the device. On previous visit to the dealership service department they were supposed to fix this ******* Which they said was in good working order and had a bad ground. In reality the issue was never fixed. Instead i was left to continue dealing with this issue on a daily basis. Being that the ****** is supposed to stay installed on the vehicle during the contract of purchase I didn't seek another repair shop. The same issue continues to get worse so another attempt was made with the dealership service department for repair. Over the phone an appointment was made and an understanding that the vehicle was needed to be picked up same day as drop off as it the vehicle used for work daily. The employees stated that the low jack ****** would be replaced and have it back the same day. On arrival for appointment, the information that was provided over the phone was incorrect. Instead they would need to keep the vehicle and do a diagnostic. This dealership has dishonest business practices and fails to keep up their part of the agreement in the contract for low jack *******Business response
03/20/2024
We appreciate you notifying ******* complaint that was submitted through your agency. We take all complaints very seriously and we will work directly with our customer in regards to this complaint internally within our company. We understand this is an important matter and we will do what we feel is necessary to help this customer resolve their concerns or complaints. We will not respond to your agency in reference to any solution or discrepancies in this matter. Again, we appreciate your notification, and we are diligently investigating this complaintInitial Complaint
07/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On this day 07/05/2023 I attempted to apply for a auto loan through this website and was forced once again to get my credit score and the site declared that the loan officer might need the credit score but I could not skip it so for all practical purposes it was a scam to once again get your credit score and not an application for an auto loanBusiness response
07/06/2023
Thank you for notifying us of a complaint that you received with your Bureau. We take every complaint seriously. If we in fact find this individual as one of our customers, we will work directly with them internally within our company to try and resolve any concerns/complaints they may have. We thank you again for your concern in this matter.Initial Complaint
06/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
1. No human representation for payment.2. Phone reps say they dont have anything to do with machine payments even though machine gives different info when making payments 3, phone rep calls to complain that I owe more $ when machine says I owe less. I try to make the $ amount phone rep demands from me and machine dont let me put in any more cash than owed by its own calculation.4. Machine doesnt give change so if I overpay by putting in a $20 and owing only $6 for example , the overpay comes off of the next payment period by machine standards but not by the representatives figures. They have a comprehensive payment and a car payment they separate but the machine only puts it on the Car payment and the representative want you to keep giving more but machine wont allow it . 5. The car gets the kill switch turned on and your without your car because the representative on the phone is not working with the machine that takes our money and the right hand dont know what the left hand is doing so the customer gets punished for it. 6. Rep sent me to make a payment for what they said they are owed and I go to the machine and give it money but it all goes somewhere and the rep says that I still owe them that money. I ask for manager and they tell me theres no one else there to help me with this. It has happened several times over the past 12 years of doing business (since they started using a machine and took out payment reps) . This is my 4th vehicle and Im almost done paying them (just 5 mths left) but I worry where my money is going when they keep telling me I owe more than I should and no one will help. They said they will send me a payment history but it dont show what the machine says or allows so penalties are added.Business response
06/09/2023
We appreciate you notifying ******* complaint that was submitted through your agency. We take all complaints very seriously and we will work directly with our customer in regards to this complaint internally within our company. We understand this is an important matter and we will do what we feel is necessary to help this customer resolve their concerns or complaints. We will not respond to your agency in reference to any solution or discrepancies in this matter. Again, we appreciate your notification, and we are diligently investigating this complaint.Customer response
11/27/2023
I overpaid thinking I owed more but was told I owed $1 plus $111. For fees. I paid a total of $400 (receipts attached). Rep on phone says I am paid off now but wont explain where the extra $$ went. Her supervisor said -maybe- it was paid on overdraft fee but I ALways pay in cash - no possible overdraft . She didnt know so blew me off with saying Im pd off now without explanation of overpayment I believe I am owed. This is not the first time I have had added fees but I need an explanation why I owed less than I paid the kiosk but cant get the overpay back.Business response
11/27/2023
Thank you for notifying us of a complaint that you received with your Bureau. We take every complaint seriously. If we in fact find this individual as one of our customers, we will work directly with them internally within our company to try and resolve any concerns/complaints they may have. We thank you again for your concern in this matter.Initial Complaint
06/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Sunday June 4th I was rear ended by this 2016 Yukon XL sold at this dealership. Express Credit Auto is going against ******** State Law by selling financed vehicle without proof no insurance before leaving the lot. The driver was unable to provide insurance at the time of the accident and the vehicle was sold a week ago from this dealership. A police report has been filed and the investigator and my insurance will need the *** number for this vehicle. If the ***** information is unable to be located a within the dealerships records, I then request the Dealership provide their company insurance due to negligent due diligence.Business response
06/08/2023
We regret that you feel this way. But, we follow all laws and regulations with our business practices and policies. If you would like to communicate with us directly, email us at **********************Customer response
06/08/2023
Complaint: ********
I am rejecting this response because: Dealership did not select resolution option as requested.
Sincerely,
***************************Initial Complaint
05/10/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I bought a car in Jan of 2020. The online website to make payments was not working for 2 years. They finally got it working in 2022 even though they promote to use it when you first purchase a car through them. Now fast forward to 2022. They are not updating my payments to the credit bureaus since Aug 2022 and its now May 2023. They will give you a ton of excuses like "well, we're with a new company" or "just file a dispute with your credit bureaus." I do my part and make my payments, I don't know why they don't do their part and update our payments. Now they what the consumers to put disputes on the credit when they can easily just update our payments - as they're supposed to be doing. Its showing I owe over $3000 than what I really do. Make it right.Business response
05/10/2023
We appreciate you notifying ******* complaint that was submitted through your agency. We take all complaints very seriously and we will work directly with our customer in regards to this complaint internally within our company. We understand this is an important matter and we will do what we feel is necessary to help this customer resolve their concerns or complaints. We will not respond to your agency in reference to any solution or discrepancies in this matter. Again, we appreciate your notification, and we are diligently investigating this complaint.Customer response
05/11/2023
Complaint: ********
I am rejecting this response because: This is a generic response. No actions or contact has been made.
Sincerely,
*********************************Business response
05/11/2023
We handle all issues internally with our customers. Please have ******** email us at *********************** to obtain the assistance he may need. Thank you.Initial Complaint
05/02/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been making my payments online with their website. They stated that their online doesnt work correctly and payments for my car arent being applied as they should be for additional fees. They say I now owe $2000 when I have receipts showing Ive been making payments. As well as, the car has a kill switch so I shouldnt have been able to use the car if anything was owedBusiness response
05/03/2023
We appreciate you notifying ******* complaint that was submitted through your agency. We take all complaints very seriously and we will work directly with our customer in regards to this complaint internally within our company. We understand this is an important matter and we will do what we feel is necessary to help this customer resolve their concerns or complaints. We will not respond to your agency in reference to any solution or discrepancies in this matter. Again, we appreciate your notification, and we are diligently investigating this complaint.Initial Complaint
03/29/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I financed a car through express credit auto. Within the first day I started having problems. I called them within the first few days to tell them and they told me to get it fixed. There was also some miscommunication on price and they told me they can't help me with anything until I get it fixed but I can't get a loaner or someone to help me come to a solution seeing as this is our only vehicle. I asked about returning it completely but they want me to fix it first. I feel like I was sold a bad car and they want me to repair it and return it.Business response
04/11/2023
We appreciate you notifying us of a complaint that was submitted through your agency. We take all complaints very seriously and we will work directly with our customer in regards to this complaint internally within our company. We understand this is an important matter and we will do what we feel is necessary to help this customer resolve their concerns or complaints. We will not respond to your agency in reference to any solution or discrepancies in this matter. Again, we appreciate your notification, and we are diligently investigating this complaint.Initial Complaint
03/26/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Hi! My name is *************************. I have been a loyal customer with **********************. I just recently paid my car note off, November 2022. They sent me all the documents stating it was paid in full. The reason why Im asking for help is because, I was told it would boost my credit. They removed the account on my credit which caused it to drop dramatically. Especially for a person like me trying to build my credit report up. Im unable to dispute the inaccurate information on my credit report because it was removed from my credit. Can you help please, so I can get my credit back on track. It have been a struggle talking to them and trying to get Express Credit Auto/************** to fix this problem.Business response
05/01/2023
We appreciate you notifying us of a complaint that was submitted through your agency. We take all complaints very seriously and we will work directly with our customer in regards to this complaint internally within our company. We understand this is an important matter and we will do what we feel is necessary to help this customer resolve their concerns or complaints. We will not respond to your agency in reference to any solution or discrepancies in this matter. Again, we appreciate your notification, and we are diligently investigating this complaint.
Customer response
05/06/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
*************************Business response
05/08/2023
We appreciate you notifying us of a complaint that was submitted through your agency. We take all complaints very seriously and we will work directly with our customer in regards to this complaint internally within our company. We understand this is an important matter and we will do what we feel is necessary to help this customer resolve their concerns or complaints. We will not respond to your agency in reference to any solution or discrepancies in this matter. Again, we appreciate your notification, and we are diligently investigating this complaint.
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