ComplaintsforExclusive Motors

• Initial Complaint

  09/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted this delearship named Exlusive Motors August 10, 2023 to cancel the *** insurance of my 2015 ***** Odyssey because it was already paidoff and I need to get the refund for this cancellation.Since then I was trying to follow-up every week for the refund and they just saying that they will call the insurance company to process the refund. Yesterday September 5, 2023 I tried to call them and got the same message and again told me that they will call me back but it never happened since I claim for the refund. I don't think they are really processing this refund for me. I need help to get it.

  Business response

  09/06/2023

  This request was turned in less than 30 days ago. We are processing the cancellation and have every intention to complete this refund to the customer. We can not simply write a check. The sales/finance department must check and confirm everything has been handled properly and then the finance manager approves a refund. there is a process and it is being completed. When it comes to ''GAP insurances, extended warranties and other third party items we submit a cancelation request and have to wait for a reply/ approval to cancel. sometimes the amounts are prorated and have to received a confirmed $ amount before we can process a refund.  We also have hundreds of car sales, transactions, paperwork to process etc. This is another reason we cant simply stop what we are doing and just pay the customer when he calls and wants money. We have other customers that we are obligated to take care of as well in a timely manner. 

  in closing id like to say that exclusive motors will take care of **** request in a timely manner. It has not even been 30 days. This complaint has only delayed things not only for *** but for every other customer we are working with. 

  Next time i recommend simply picking up the phone and just asking for an update and or asking for a supervisor who can update you. Our customers are also welcome to come say hello and get an update in person. 

   

   

  Customer response

  09/06/2023

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

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a used vehicle with Exclusivemotors on Sunday May 7, 2023 from ****. I also purchased a theft deterrent device from them as well, called 'RecovR'. It has 'NOT REPORTING' issues since I got home that same day. Monday, May 8th, same issue, so I contacted tech support. They reset it remotely. Today, Tuesday, May 9th, same issue. I contacted the dealership. I advised **** (****) of this problem. ****** I want a refund. No longer want this device. **** (****) advised me, **** and **** (*****) were not there to speak to me regarding this. She assured someone would call me back.

  Business response

  05/10/2023

  This customer reached out to our sales department during a period when our sales manager was out for the day and the other manager was on a vacation. Unfortunately, we couldnt reply to the customer same day. It has only been 48 hours since the customer made a complaint and we are handling it. We have reached out to the customer and are more than happy to help the customer with their need. 
  If the customer has any further complications or issues getting a hold of a supervisor, she can reach out to me directly area code ************

  Customer response

  05/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. Theyvrefund eww d me for the defective device.
  
  

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2010 ******** ******** van from Exclusive in February of this year and it has been in the ********* since. I put less than ********************************************************************************** went into limp home mode. A trip to my local shop revealed that the serpentine belt tensioner was broken, hanging off the engine and the belt was frayed. They also discovered leaking vacuum lines. Unfortunately, these repairs did not fix the issue and the van continued going into limp mode. So it went to the ******** dealership in ********** ********** who replaced leaking fuel lines and a leaking throttle body base gasket for **** dollars. They also discovered broken motor mounts and a faulty oil separator. These repairs also did not fix the issue and they have now determined the van has a bad torque converter. All told I will be in **** dollars (a number that continues to rise) to even be able to drive this van. I did not get the warranty as it is a typical upsell at a dealership like this. When I arrived to pay the agree upon price for the van at Exclusive, they informed me the price was 800 dollars more than we discussed due to an anti-theft device they install in all their cars that is not optional. I was told I had no choice about this add on despite the fact that I did not want it and it raised the price above what I was willing to pay. They clearly have a deal with the theft device company and they force it on their customers whether they want it or not. After that, I did not feel comfortable getting a warranty from them. Because I did not get the warranty, I am okay paying a couple thousand dollars in repairs. It is a used car and things happen. But over 5k to repair a long list of problems on a van that I paid high end of market for is not acceptable. This is a 2010 ******** **** cargo van that I paid ****** for which is ********** Book value. This place espouses and speaks highly of their maintenance department but the mechanic I talked to on the phone who supposedly worked on the van didn't even know it was a Blue def system equipped diesel which is a major component of the van. This is not a company that stands by their cars or their work. Exclusive did quote me $2,400 to repair the torque converter, however, this is $400 more than my local ******** shop (a shop with experience and training on ******** vehicles) which made this attempt at resolution insulting. My main issues are as follows:1. Adding anti theft devices to each vehicle without consumers consent. A reasonable solution would be to remove the device and return the money I paid for it. 2. The vehicle I purchased had a long list of repairs needed that are necessary to the cars functioning. As a result, the van has been in the shop and unusable since I have owned it and for over 30 days. Given the extreme expense of the repairs, an honest solution would be to split the repair costs with the customer.

  Business response

  04/07/2023

  Exclusive Motors inspects and services every vehicle before selling them. We take photos of components such as serpentine belts , engine leaks , undercarriages etc. we have a report for this vehicle and are more than happy to share it to show that there were no issues with this van at the time of sale. All customers are offered extended warranties and the benefits of purchasing a warranty are also explained on every vehicle we sell that qualifies. This Buyer declined the purchase of an extended warranty and signed a form acknowledging that he declined to purchase a warranty. The buyer reached out to our sales department and was referred over to the service department and spoke with me ***** the service manager,At no point did I tell the buyer I worked on that vehicle, but I did tell him that I was involved in the service of the vehicle as I am involved in every vehicle that is serviced and sold through Exclusive Motors. I went over what was serviced and told him we actually used that sprinter to move a lot of equipment when we were moving and it performed very well. 
  The buyer then told me that after putting **** miles on the vehicle it malfunctioned on him and he took it to a ************* dealer that gave him a quote for a lot of work . He asked what we could do for him and I explained that I could speak with ****** the General manager and hopefully provide him a quote at a lower price to try and help him out. I sent over the quote to the buyer and he called a couple days later telling me that he just wanted a quote on the torque converter replacement as he had already done the other stuff and it still didnt fix the issue. We went over the torque converter repair pricing and he said he would get back to us. I never heard from him again. 
  
  
  The buyer stated that his local ******** shop trained to work on these cars replaced multiple things and the issue persisted. Only after spending $5000 did they determined the torque converter was bad and was the actual cause of the issue. 
  We recommend that the buyer file a complaint and demand his $5000 back from whoever misdiagnosed and sold him on $5000 of work that was not needed. Exclusive Motors will not participate in any cost splitting or reimbursements especially considering the fact that the customer never called us or notified us that he was spending the money to fix an issue. Its very sad that we get a 1 star review and a complaint after 2 shops rip this guy off. 
  we have a service department that has been in business since 2010 and is highly rated by Customers. We have technicians that are actually ******** trained and our service department heavily specializes on ******** and other imports. We perform upgrades and perform general up keep, maintenance and repairs. All the buyer had to do was pick up his phone and call us and we would have gladly helped and WE would have decided how to move forward from that point and how to help the buyer. Unfortunately, the buyer decided to take his vehicle elsewhere, and that is out of our control. 
  
  
  In regards to the Tracking device. The trackers are installed on every vehicle we own as a form of security and to keep track of the hundreds of cars we own therefore we sell them to the customer as an accessory. If the customer did not want it all he had to do was decline the purchase of the device and we would have gladly had it removed. 
  If there was a misunderstanding there then we will gladly cancel it and the buyer can schedule a time to bring in his sprinter so we can remove the device. 
  
  
  In closing Id like to remind the buyer that we can not predict what will happen to a vehicle down the road and that is why we offer warranties. We do our due diligence and go through every vehicle performing services and repairs if needed to ensure we offer the best product possible but these are used vehicles with many components that will eventually need service or repairs. 
  
  
  
  

  Customer response

  04/25/2023

  I am rejecting this response because:

  Response:
  

  
  

  The responded states, "Exclusive Motors inspects and services every vehicle before selling them. We take photos of components such as serpentine belts , engine leaks , undercarriages etc. we have a report for this vehicle and are more than happy to share it to show that there were no issues with this van at the time of sale".  I take exception to this statement because it became clear when this issue arose that Exclusive staff had no idea this was a Blue Def system vehicle.  It was used as a selling point by the salesman that sold me the car.  When I spoke with ***** the mechanic after the fact, I explained that the issue may be with the Def system to which he responded, "you should get a second opinion because your van doesn't have def".  The van has Blue Def and nobody at exclusive knew that.  If they were so thorough in their service as they state, this would have been obvious.  It is clear that their "extensive" service did not include the def system.  Respondent goes on to state that I should seek a refund from the ******** **** dealership for repairs they did while finding out that the torque converter was bad.  This is a gross misunderstanding of the situation.  The dealership replaced bad parts that I saw with my own eyes.  I saw the bad throttle body gasket, fuel leaks and vacuum leaks and I was shown the codes the vehicle was throwing.  All of these repairs were needed as they were missed by Exclusive.  The serpentine belt and tensioner may have just gone bad and that is okay.  Some leaks are okay.  I did not buy the warranty and I own that.  However, this van was unusable and was sold to me in that condition.  Respondent points out that I told him I put **** miles on the van after purchase.  This is simply not true.  I said in a brief conversation that i put "less than **** miles" on it.  Later when I checked the *** it was close to 300 miles.  Of note, the van is fixed now.  The torque converter was "so smoked they could not use it as a core for rebuild".  This is NOT something that happens in 300 miles.  Period. As confirmed by the ******** ********** and an independent shop.  Look, I do not think Exclusive maliciously orchestrated this deal.  I believe they bought a bad van they were unfamiliar with and unknowingly sold me a vehicle with many many verifiable problems.  Not things the dealership replaced that they didn't need to.  Bad parts that needed to be replaced for the vehicle to be operable.  So we both ended up with a lemon.  Stuff happens which is why I am not asking for a refund.  I am asking for a business to do the right thing.  As far as their offer to do the repairs at Exclusive.  First it became clear they are incapable of doing these repairs given they are unfamiliar with even the systems the van is equippedd with.  Second, their quote was for more than my local shop (private ******** repair shop).  Additionally, they had many repairs that were un needed!  *************** mounts and nobody knows where that came from.    As far as the anti theft device goes....this is simple unethical business practice.  The theft system is purposely withheld from the customer (it was never mentioned).  I had to ask why the sales price was nearly **** more than we agreed to.  It was only at this point I was informed that the device is installed on all their vehicles and I was told clearly it was NOT an option to remove.  I left confused and figuring I would have to pull it out myself as I do not want this on my car.  They clearly have a deal with the company and they are pushing it on customers for profit.  Exclusive has been nothing but defensive in this case despite clear culpability.  They went so far as to blame *************************** in an effort to deflect responsibility which is shocking to say the least.    Here is my proposed resolution:

  
  

  1.I would like my money returned for the anti-theft device in full.  I will pull the equipment as I am not taking my van anywhere near exclusive.  I do not want them near my vehicle with wrenches.  They can pay to have someone else remove it if they like. 

  2  The van repairs I have paid for total 5,400.  All verified parts and labor that WERE needed.  As a show of good faith I would ask that Exclusive contribute $1,000 (half the cost of the torque converter).  

  
  

  I am happy to delete bad reviews if a company makes it right.  Otherwise I will continue to seek resolution.  I have reported to the ****** of ********** Repir who have referred me to several options to have my voice heard.  

  
  

  Thank you for your attention to this matter.  I have never even done a bad review or complaint previously but this situation was so agregious that it was warranted.  

  
  

  
  

  ***** Cottle  

   

  
  

  Business response

  04/25/2023

  Hello, We have nothing further to say regarding this claim. We addressed all the concerns in the previous response. If you would like a copy of our inspection report please let me know and I'll be more than happy to provide it. 

  Customer response

  04/27/2023

  I am rejecting this response because:  The business didnt not respond further and has made no effort to resolve the issue.  
  

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my car in due to overheating. Requested diagnostic. Was told it was head gasket. Based on diagnostic. Head replaced timing belts hoses gaskets n all. Called ahead to pick car up 11/26/22 no one was in office. Keys given to me without payment being requested after starting car and noticing it sounded worse than before. We were called on the phone 30 min later by someone who wanted payment over the phone. We paid them half the of the **** dollars they were asking. A knew motor was only **** dollars we were not only over charged the car stopped running on 1/6/2023. Please help us we are without a car and money now.

  Business response

  01/09/2023

   To whom it may concern, complaint 18710941

  My name is ***** and I am the service manager at Exclusive Motors. I was the point of contact for ****************. The customer contacted us stating his vehicle was currently at another shop and had been diagnosed with having a blown head gasket. He asked us to provide him with a quote for repair which we did. He then approved the quote and brought his vehicle over. At no point did he authorize or request a diagnostic to be performed on his vehicle and was adamant about knowing what the problem already was. We did inspect this vehicle during the cylinder, head gasket replacement, and recommended many parts to be replaced. The customer then provided us with used parts from a junkyard that were bad and we told him that , there would be no warranty for the repair if any of those junkyard parts failed. I some of the parts that the customer provided were new and they were installed along with the parts that we provided during the head gasket replacement. If a repair estimate is needed, I can gladly provide one.  we completed the vehicle and test drove it and there was no strange noise and no misfire. That being said the vehicle was in very poor shape, and the customer knew it based on the inspection we provided. We notified the customer that the car was ready for pick up . He came and lied to a sales person and said that he had taken care of everything with me when in reality he owed the entire invoice. Luckily, I called the front desk and asked if the customer had picked up and paid and I was notified that they took the vehicle without paying so I contacted the customer and ask for payment. He gave me his card to take the payment and said you are should go talk to your salesman and get payment from him while laughing. I told **************** that the person did not know and assumed the bill has been paid. We attempted to run the customers payment and it would not go through for the whole amount so we charged whatever we could. We reached out to the customer multiple times to collect payment and he would not answer. He did send text messages back stating he didnt care and would not pay. We will be turning over this matter to the authorities. **************** has shown that he is a liar and a thief. Im shocked that he has the diversity to even bring this matter up considering he stole from us and we have it all on record.
  Please let me know if you need anything on our end to disprove this individual. 

• Initial Complaint

  01/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Exclusive Motors. I live in the state of ****** and my bank wanted taxes, registration fees, license, etc to be included in the contract. This was apparently accomplished by the salesman adding ******* to the price of the car (wrote up contract for ******* more on purchase price). However, I am still waiting for the ****** taxes collected to be paid to me. They also collected CA. taxes with the purchase of the vehicle. I am a ****** resident and required to pay ****** taxes on the purchase. I was refunded the CA. taxes I paid which did not equate to the additional ******* added to the purchase price of the vehicle. I thought I finally had the issue worked, but have been held off and passed to 3 different people. Now it goes full circle and I get passed back to the salesman who "doesn't recall the conversation" and sends me a copy of the contract with the purchase price (after ******* was added to it) and "cant change the purchase price and cannot help me. I have been very patient and spoke to many people at Exclusive Motors to get this resolved. I have been told "a check is in the mail" approximately five times, which has never arrived. I have been pushed off to several people at Exclusive Motors to ultimately not get anywhere.

  Business response

  02/28/2022

  The customer is lying. He is saying he purchased the car for $18000, whereas he purchased the car for $19750. There was a mistake with DMV on his end. And the taxes did not go through. I specifically told him I would rather not deal with taxes for your state, I would rather have you take the car yourself to your DMV and pay the taxes. He insisted. So I added the taxes, (see attached). This is the original document when he bought the car. After DMV made him pay taxes again, we refunded him the taxes he paid to us. That is the end of story. He is lying saying the car's price was $****** when in reality it was $19995 with $245 off. I sent him every supporting document and let him know that we will not be responsible for his false memory. The car was NEVER sold for ******, I have every document needed to prove it. He was refunded $1411.48 and is lying and saying he is owed more. Whether he is lying in actuality or just remembers it wrong, all the documents I have prove otherwise. We are a very reputable dealership and would 100% correct a wrong, as we always do, but we will not give into extortion. I can get any supporting documents you need to prove my point. He should also have the original documents that I'm sure he hasn't presented because it would prove he's trying to extort money from us.

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