Auto Express of Cincinnati Inc.

Revdex.com:
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, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

in customers rebuttle to our letter she claims she has an oil leak Chats leaking from the same spot we repairedIf this is so, which was the oil cooler seal we will replace it for freeHowever if its from something new it would be their responsibilityAs far as she claims we lied about not hearing from them in approximately a month, please look at the original complaint letter she filed, Nine lines down, and I quote "about a month later our car stopped in the middle of the highway while we were driving"Again this is not our fault and when she brought it in for us to look at we found nothing wrong that would cause that to happenAll we're saying is we can't in the future look

June 18, 2015 To: *** ***RE: ID# *** purchased a vehicle from us on August 1, *** has a tendency to exaggerate the truth We have repair order documents to prove only visits of which she was only charged one time which was over the starter
being replaced This had to be done to get the vehicle to run This was done over months from date of purchase and it was her responsibility to pay for it and she knows it as she was the only one who approved the work to be done She wanted to get the car and make a payment arrangement on the service work which I would not do I did make a payment arrangement on some of her original downpayment money which took me months to be able to collect it and pass the due date That's the main reason I would not do it this time.We have fulfilled our obligations to her for service work that was listed in writing to her at the time of sale and again we have the documents to prove it *** has a hard time understanding she purchased a used vehicle that is years old now with 159K on it and expects Auto Express to fix things as they go wrong with it just as the starter issue We owe her nothing at this time and she needs to except the responsibility of maintaining upkeep on her model year vehicle.We will not refund or recind the contract on a used vehicle purchase that is now months old We have offered to trade her out of it but she won't because she hs no money she claims to put down on another purchase with her credit background I can't get her financed with zero down.Sincerely, Lonny D***Owner

See attachedThe *** purchased a Beetle from us on October 25thWe had just purchased the tar ourselves the night before at an auction in MtSterling, KY.The check engine light was on when we purchased it and when the *** purchased it from usWe did not have an opportunity to service
the check engine light before the sale so we put in writing on the customer due bill we would correct this at a later dateThey did bring it back for this on November 4thWe did service it as the attached repair order will indicate,There was no charge to this customer for this service and they left with the vehicle with no complaints as everything we said we would do was done.We never heard from them again until sometime in December when they brought the vehicle in for us to look at because they claimed it died on them in trafficWe inspected it, test drove it and could not find anything wrong with it as no codes were stored in the computer and no indicator lights were on showing any signs of malfunctionIt's very hard to fix something thats not brokenWe told them to bring it back if it acts up again but as I said it was fine when we examined itI'm certain our Service Department personnel told the *** that we would have to charge check out time next time as we can't continue to spend time looking at this car for freeI'm sure we would be glad to help if they decide to come back but the problem if there is one developed over a month from time of sale and this would not be Auto Expresses responsibility as the *** want us to work on this car for free.The desired settlement from the *** said finish the job; well we did back on November 4th. *** *** Owner

*** *** purchased a Nissan 350Z from us on October 10, On November 30, she brings the car to us claiming it has transmission issuesWe checked it out and it turns out to be a clutch issue as this vehicle has a manual transmissionShe has a one year powertrain warranty backed by
a national company called CARS Protection Plus Incorporated, however a clutch is not part of the powertrain and it is considered a wear item which means even if she had a pumper to bumper warranty it would not be coveredWear items are like brake pads, belts, hoses, light bulbs, wiper blades, tires, etc., etcSo no matter how well you take care of your car eventually these items wear away and need replacedThus the term (wear items)All *** *** was charged was one hour labor time to diagnose her problem and give her the correct information (copy attached)We are sorry for her that it is not a covered item under her warranty but that does not make it our responsibility to repair it for herThe clutch was not like that at the time of purchase a d who knows what has taken place with it while in he possession six weeks later.*** ***, Owner

[redacted]  I have spoken with [redacted] about this whole issue. I instructed her tocontact Equifax and dispute the incorrect reporting that was made on her account. I also told her to call Eagle finance once this was done and ask for Bob Bibb whowas handling her account so he...

could make the necessary corrections as this is whatI was told to do by the manager at Eagle loan. If she did this I am confident this errorin reporting to the credit bureau has been corrected by now. It may take up to 30 daysto catch up to her account as reporting is done monthly. Auto Express is closing its doors and [redacted] from the Attorney Generals officeis aware of this whole transaction with [redacted]. He will assist her if she needs atemporary tag until we can obtain the title from the financing source who holds it. This isthe most important priority of Auto Express and we are working diligently to provide [redacted]with the title. We expect this to be completed in the near future. [redacted] has been told by myself about this issue. Her complaint may have just crossed inour communication with each other or she may have misunderstood me or even forgot.                                                                                                         Sincerely,                                                                                                       [redacted]

August 21, 2015[redacted] statement for the most part is
accurate. We have serviced this vehicle for him multiple times each time though
it was something different. [redacted] just got his car back last night (849-15)
and there are no leaks as it was pressure tested_We also added dye in the...

cooling system and a different color dye
in the oil for future use if a problem should occur.This was explained to [redacted] and he seemed just fine with it
when he left. If a problem persist we told [redacted] we would trade him out for
something else. Again he was ok with this, so I don't believe we have a problem
with [redacted].Owner[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do not except this response from auto express because the problem is not fixed. They said they hadn't heard from us in a month and that is not true. We had called several times. As far as the service department they did not tell us we would have to pay. I asked the guy working on our car if we would have to pay because he told us we would have to wait for the car to get worse. He told me we shouldn't and he would talk to the lady on Monday. We never heard back from them. This is just ridiculous that we are having this many problems with them. All I asked was for them to fix the car so we don't have these problems and risk our saftey. As far as it goes them saying they fixed the car in the first place they haven't because the oil is still coming out from where they said it was fixed and it wasn't. I will never give them my business again nor will I ever recommend them. 
Regards,
[redacted]

To:  [redacted]RE:  ID#[redacted] After multiple attempts and messages left that went unanswered to verifyinsurance, we contacted the lender that we signed recourse with on this customers loan to find out that they had not made the May 1st payment, with insurance unverified and...

customer late on the payment due, a repo order was placed on the vehicle and it was picked up on May 7th.  Customer made the payment on May 7th (how ironic) insurance was verified and vehicle was returned to the customer.Sincerely,Lonny D[redacted]Owner

Re:       ID
[redacted]Mr. [redacted] and his son purchased a 2007 Ford
F150 from us. At the time of the sale our salesman [redacted] tells
me that all he told Mr. [redacted] was we would give the vehicle a safety
inspection and address a check engine light that was on,...

no
mention of a ticking noise was made to [redacted].As we completed the deal a safety inspection was put on a due bill. (see attached) We use this form as
many dealerships do to avoid matters like this where one party claims something
and the other party disagrees..We put it in writing and had Mr.
[redacted] sign it. When he signed the form he never spoke to me about a ticking
noise that [redacted] promised him to be removed either.Mr. [redacted] came back for the safety
inspection that we did perform, and came back a second time for us to possibly
remove a broken head bolt in the manifold that was stripped off. We told Mr. [redacted] that if it was a
simple extraction of a bolt we would do it for him but as it turned out by
trying to extract the bolt he was concerned with it may cause other bolts to
strip out as well and we chose not to take the risk as it was not a necessary
repair. This work also was not part of the deal and was not in writing
to do.Since this particular problem with
the [redacted] family has happened we have created an additional form for customers
and salesman both to sign to assure this sort of he said, she said circumstance
won't come about again. (see attached)This may seem a bit reduntant using
both forms as the due, bill should be sufficient, but if it
keeps this sort of situation from happening again its
going to be worth it. I'm not sure where the disputed amount of $500 came from
or what its even for.We
provided the service we put in writing, we also changed the oil as it was well
overdue and Installed new spark plugs. The oil change and spark plugs were
complementary as they were not on the due bill, At this point Auto Express does
not owe Mr. [redacted] anything. I would be happy to discuss with Mr. [redacted]
anything concerning this vehicle purchase if he chooses to call me.

[redacted] purchased a 2000 Ram 1500 from us on 10-16-14. Included in the deal was a safety inspection that was put in writing on the customers due bill. This was performed on 1417-14. We installed front and rear brake pads, did an oil change, replaced some burned out tail light and license...

plate bulbs and repaired a wiring issue which was causing some lights on the dash to be on.
On 10-18-14 customer picked up the vehicle and at that time there no lights on the dash indicating any issues.
On 11-12-14 we looked at this vehicle again for the first time since they picked it up on 10-18-14. (Almost a month earlier) because it was towed into our shop a few days earlier. The trucks serpentine belt broke off and also caused damage to its waterpump and belt tensioner. Customer was informed about this and gave verbal permission to repair this damage to [redacted] (Service Manager) over the phone.
When repairs were done, customer expected everything to be covered under their warranty and they were not because their warranty'was a one year powertrain warranty which only covers the engine and transmission. Customer did not want to accept this fact, became very argumentative and rude [redacted]) not [redacted]. She wanted to set up a payment plan of $.50.00 per month for 7 months or so and we don't carry financing plans for service work. When we told her that, again we received negative feedback from her.