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:02/05/2025

  Type:Customer Service 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.

  On 12/202024 We (my daughter and I) took delivery of a 2021 **** Q5 SUV from EM dealership. (As a side note: my daughter and I were under the impression that we would be buyer /co-buyer on the contract, but when we went to the office of the finance manager, Kyle, behold the contract was listed as me ***** ** ****** as the buyer with ****** ****** as the co-buyer. At the completion of the signing Kyle refused, to give me the papers I had signed. I told him I was not leaving without the papers, another sales manager, Landa, intervened and provided the signed papers to me). My daughter is the principal driver. We left the dealership to return a rental vehicle, and upon our return to EM, on the same day 12/20/24, I was in the passenger seat of the **** when we heard a noise coming from the vehicle, primarily when a turn was attempted. We notified the Service manager; Jamal and he said that we should call back on the next day. My daughter did call but was not able to speak to anyone until the following week. In summary, after several promises that the **** was being serviced my daughter is currently in a rental vehicle, which was provided by the General Manager of EM, Joe and we have not been able to drive the **** because the problem with it has not been resolved. The last information given was that the **** was being "shipped out for service". The first payment has already been made to the finance company. The **** is still with EM and to date we are in the rental which was provided by the GM. Joe .

  

  Business Response

  Date: 02/06/2025

  This vehicle is repaired and under testing to ensure its completion. There is going to be no charge to the customer for the repair and for the rental car. we will be done with final testing on 2-7-25 and the car will be available for pick up.

• Initial Complaint

  Date:02/03/2025

  Type:Sales and Advertising 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.

  Today, Saturday, February 1st 2025, the salesperson - Ehiabhi "Big E" E**** ran my credit for a car loan that I did not authorize for. My mother called me and “Big E” spoke with me to persuade me to co-sign on a car loan for my mother. Per “Big E”, “ Your mom needs you to co-sign on this car because she cannot have more than one car loan, which is your car. Help her like she helped you!”. I did not provide him a response and hung up in his face. I was never called through their recorded line nor received an application to sign. I have 9 hard credit inquiries on my Experian credit report for a loan that I didn’t apply for. I have called the company multiple times and no one has called me back to resolve the issue. It is malpractice to run a person’s credit without their authorization. I live in Los Angeles, CA and an application was forged and my credit was ran without my knowing at 6:37AM this morning.

  

  Business Response

  Date: 02/04/2025

  We have spoken to miss ******, and on a good will basis have offered to have any credit pulls removed from her credit file. As far as Miss ******'s mother applying for a loan using her daughter as a co-signer because her mother had cosigned for her as we have been told. There was no car loan put together and we did not conclude with this transaction.

  We have advised Miss ****** we would contact the credit bureaus and provide the information required to have the inquiries removed from her credit file, however she told us she had already applied to do so. We advised Miss ****** that if she needed assistance, we would be happy to assist.

   Thank you 

• Initial Complaint

  Date:01/09/2025

  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 FIRST day I drove the car home I realized my front head lights were not working when I spoke to someone at the auto zone they mentioned it could be something else and also mentioned that a screwdriver was positioned under my hood near my engine where it should not be so I mentioned it to the dealer and they told me to bring the car in for service. It took them 4 visits to remove the screwdriver from where it should not be. Still during the first few days, I mentioned some cosmetic things, and my rear windshield wipers not working it took another four visits to fix the rear wipers, but the other things they were waiting on parts so I waited two months for them to do more damage trying to half a** on doing the job the first time now I have the original problem and now my radio does not work due the damage /water damage and they never ordered parts .I asked for an itemized receipt, and they said they do not have anything to offer me. They never fixed anything the manager took over put me in a rental for three days then said they were done NEVER did anything they kept the original parts on the car and HOTGLUED them so now it's WORSE .another manager took over now he wants me to front the cost and the dealer said they will pay me back what type of business is this? I'm not saying I need a new transmission they are all cosmetic things they asked me to take it to the dealer.The dealer only mentioned the things I had an issue with and they want me to pay out of pocket now Im waiting on I don't know who approval. After they added damage to my truck .I just want to be treated fairly. I did have communication with management, but they just stopped responding. To treat people like that over things that cost your company pennies speaks volumes about that company. This has been going on for almost 5 months since the 1st day of purchasing the car .why can't I just go to the dealer, get it done correctly, and be done with this dealership still waiting on a response .

  

  Business Response

  Date: 01/10/2025

  unfortunately, we do not replace or repair cosmetic items on vehicles, unless it was something agreed upon in writing at the time of sale.  As you can see in the attached, the customer signed prior to delivery that nothing was owed. We have under goodwill replaced or repaired some items of concern by the customer. We have told the customer that we would replace the speaker even though it is not a warranty item. We asked for the vehicle to be returned to the dealership for repair, but the customer denied having us replace the speaker, so we approved for her to have it done outside the dealership and we would reimburse her. If the goodwill work was done here, she would not have to do that. Please have the customer contact Greg B**** to decide how she wants to move forward with our assistance.

  Customer Answer

  Date: 01/13/2025

  I am writing to express my ongoing frustration with the lack of resolution regarding the cosmetic issues with my vehicle. I first raised this concern upon purchasing the vehicle and made it clear from the very beginning that I was seeking a resolution. Despite this, I have been asked to visit your dealership on 10 separate occasions, only to be told about a warranty policy that was never fully explained to me at the outset. This series of repeated visits has not only been time-consuming but has resulted in an unreasonable waste of my time and resources, including fuel costs that were never reimbursed, as was promised. During our last conversation almost a week ago.
  I would like to understand why my repeated attempts to resolve this issue have been met with delays and inadequate responses, especially considering that I gave your dealership ample opportunity to address and correct the problem. Only after I filed a formal complaint did I receive a response, which now seems to be focused on the warranty. However, the issue at hand extends beyond a simple warranty matter, as I am concerned that the damage to my vehicle has been caused by your dealership’s attempts to fix a problem that may not have been your responsibility to begin with.
  In accordance with consumer protection laws, I believe my rights have been violated. Under the consumer protection law, I am entitled to a product that is free from defects and is fit for its intended purpose. Furthermore, your dealership's attempts to fix the cosmetic issues have instead caused further damage to my vehicle, which should not have occurred if proper care had been taken.
  I am requesting that this matter be resolved promptly, with the appropriate repair or replacement of the damaged parts at no cost to me. I also expect reimbursement for the fuel expenses I incurred while visiting your dealership, as was initially promised but never fulfilled. You asked me to take it to ****** get an estimate and you would pay now it cost to much and the cost only included the damages your dealer caused. How did we get here if it was originally  a warranty situation? I trust that your dealership will take this matter seriously and resolve it without further delay.

   

  
  

  

  Business Response

  Date: 01/14/2025

  We are pleased to repair the car under goodwill, however the work needs to be done at our dealership...please reach out and set an appointment so we can take care of your concern...

  Thank you

  Customer Answer

  Date: 01/16/2025

   I am writing to follow up on our ongoing communication regarding the issues with my vehicle, and to express my continued frustration with the handling of repairs at your dealership.
  Since September, I have made multiple visits to your dealership, and with each interaction, my trust has been further eroded. I have repeatedly requested proof of the alterations made to my vehicle, but no documentation has been provided. When I spoke with Ryan, the manager, he mentioned that the area near the radio had been power-washed, which only resulted in further damage. This explanation, however, does not make sense and leaves me with concerns about the quality of the work being performed.
  Additionally, I discovered that your service department used hot glue on my bike racks. This is not only concerning from a safety standpoint but has left me uneasy about the integrity of the repairs. I no longer feel comfortable using the bike racks for their intended purpose.
  As you are aware, the agreement before the involvement of the Better Business Bureau (BBB) was that my radio would be repaired by ******, and for the remaining repairs, we would outsource to a reputable body shop. I do not feel that the service provided thus far has been up to standard.
  In light of this, I am now requesting to have the remaining repairs completed at a body shop of my choosing. I am open to working with a reputable body shop to ensure that these matters are resolved in a manner that restores my confidence in the repairs being made.
  Please let me know the next steps so we can move forward with this process. I look forward to your prompt response

  

  Business Response

  Date: 01/17/2025

  The items you are wanting to have repaired are not part of your signed sales agreement and these things and others have been done out of good will.

  The repairs need to be done here for the good will gesture… 

  You may contact me directly and I will set up a time for drop off and ensure the work is done correctly. 
  please ask for Joe G****** General Manager 

  Customer Answer

  Date: 01/23/2025

  The first day I brought my car was August 28th 2024. On September 3rd, I reached out to my salesperson, E., regarding issues with the car and brought my car in for repairs the next day. Unfortunately, there was an issue with the repairs, so we attempted again on September 17th. However, this led to even more damage. I gave your service department another opportunity on October 18th, but again, nothing was resolved. I returned on October 26th, only to be told I would need to come back once more. My next scheduled appointment was on November 18th, where we agreed to try again.
  Despite all these attempts, the issue remained unresolved, and I had to return on December 9th, hoping this would finally be the last time I had to visit the dealership to address the problem. I left my vehicle with you, and in the meantime, you provided me with a rental car for a few days during the repairs. It’s important to note that I don’t live near the dealership, and I have mentioned this repeatedly to everyone assisting me. Unfortunately, my concerns were ignored, and I was never reimbursed for gas as promised by Kelly.
  Ryan, the manager, eventually stepped in and apologized. He assured me that my car was now ready, with all new parts, and guaranteed this would be the final visit. However, when I asked about the radio, Ryan informed me that three people had inspected it and found no issues. He also mentioned that the car had been power-washed, which led to additional damage.
  Upon picking up my vehicle, I requested an itemized receipt, especially since it seems my car has been altered since September. Ryan told me that your dealership doesn't provide itemized receipts for body shop repairs, which was difficult to understand, given all the work that’s been done. I’ve been dealing with this issue for several months, and at this point, a simple apology or goodwill gesture doesn’t seem adequate, especially when it comes to the repairs and the communication I’ve received.
  Greg expressed disappointment over the situation and admitted he wasn’t aware of the ongoing issues. He advised me to give the dealership one final opportunity to resolve things, so I agreed. I also paid for an estimate from ******, which I was never reimbursed for. I’m still left confused. If this had been my fault from the beginning, why was it never communicated to me in September? Why were all these months of back-and-forth necessary? Given the alterations and damage that have occurred, the idea of a goodwill gesture feels misaligned with the situation. If it was truly my responsibility, I would have expected that to be communicated clearly from the start. I received messages from Greg confirming that outsourcing my repairs was approved on January 10th. Outsourcing was approved on January 10th, I expected this conversation to be about selecting a repair shop that would be agreeable to both parties. I have relied on good faith throughout all the numerous times I brought my car to Exclusive for repairs. In good faith, I hoped for a transparent and timely resolution, but this situation has become much more complex than expected.
  
  
  
  

• Initial Complaint

  Date:01/03/2025

  Type:Customer Service 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 brought a car from them on oct 21 ,2024 and I only had the car for lest then 2 weeks and the car needed to be serviced and I took it in on nov 19,2024 and they called me 3 times telling me it’s problems with it and will not let me trade it out for a new car and telling me I have to put 10-15,000 down just to trade my car in and they had my car for 3 holidays it is 2025 and I still don’t have my car !!

  

  Business Response

  Date: 01/03/2025

  I have been working with Mr ******** for the past week and have updated him on the required repairs< I have provided Mr ******** with Vehicle Transportation and contacted to update him each day of our progress. Unfortunately we have had to wait for parts that were on back order from Land Rover. We have received the final part today 1/3/24 and it has been installed and Mr ******** has been notified via text that this part will need a final factory programming and cannot be done until Monday 1/6/24.  I will reach out Monday once the car is programmed and tested to ensure his issue has been resolved. 

   

  Thank you

  Customer Answer

  Date: 01/06/2025

  
  I am rejecting this response because:

  they have told me numerous times that the part was in then told me something else is wrong. every time I get an update something else is wrong with the car. And I didn’t even have it for 30 days I should be able to switch the car out and I still don’t have my car its like they causing more problems every time they fix it like it’s no way that I’m having problems with a car I just brought this fast and then they tell me they had a ranger rover specialist looking at it and then it’s messed up again how do that happen and I would like a transfer loan on a new car if it is faulty I 
  
  Sincerely,
  
  ******* * ******** **

• Initial Complaint

  Date:11/22/2024

  Type:Customer Service 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 finance a vehicle from the company on August 4, 2024 since then I have been in the service department getting the vehicle fixed because it did not pass inspection and it also had a lot of things wrong with the vehicle now almost 3 months later they are telling me that my car is no longer under warranty and they cannot fix my vehicle without me paying out-of-pocket for complaint I’ve been making since I bought the vehicle. The company is not providing any loaners and every time I have been in the service shop for three months now I have to wait hours for my car to get fixed just to pull off and see that it’s not fixed , now that my car is broke down they are telling me that I have to pay for repairs which is so expensive and acceptable. I find this vehicle, not knowing I will have any service issues. My car have not been driving right ever since I bought it. I have been complaining and making an appointment and seeing the service department since August the service department is not approving my repairs now and is blaming everything on me driving 12,000 miles which ends my warranty.

  

  Business Response

  Date: 11/26/2024

  Our service manager has been working with MS *******. The vehicle did go through Maryland state inspection and passed prior to sale, however the customer drove over 12 thousand miles and now has past her allowable warranty milage

  Ms Crystal our service has taken the vehicle in for service and provided a loaner vehicle to Ms ******, she will work Ms ******* and address her concerns, 

   

  Thank you

  Joe G******

  Customer Answer

  Date: 11/27/2024

  
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/14/2024

  Type:Customer Service 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 went to this establishment with intent and good faith in purchasing a 2019 Hyundai Tucson. On 11/8/2024. An hour into the drive home from the dealership, the check engine light comes on the dashboard. I IMMEDIATELY called the dealer back to inform them about it, The sales lady Landa n**, had the audacity to tell me, "Ms. G it's fine, they flush out everything and they just forgot to reset the dash!" I IMMEDIATELY texted the "owner" Sean B**********, to tell him the check engine light is on!...NO RESPONSE! The saleswoman Landa N** tells me to bring it in on Monday to "reset" the dash! I took the car to a diagnostic service center and I WAS FLOORED!! The catalytic Converter (which has 2 in this make and model vehicle) needs replaced ASAP! Exclusive Motorcars had this vehicle in their possession a whole week prior after purchase and KNEW that this vehicle needed work, never did the work the whole entire week my car was in their possession, just washed the outside, and changed the tires for a "cosmetic" look and NEVER did the internal work on the Vehicle upon purchase. THEY HELD THE CAR FOR A WHOLE WEEK, DID NOTHING FOR REPAIRS, MAINTENANCE, SERVICE Long enough for the finance company to SEND AND CASH the check for the vehicle, gave me a paper tag and sent me on my way!! 2 days later The owner, "Sean" texted my phone by "mistake" and I asked him again DID HE RECEIVED MY MESSAGE? He texts: "bring in to reset!"!! This is FRAUD!! I WANT MY REFUND AND THEY CAN HAVE THE CAR! I'VE CONTACTED THE FINANCE COMPANY. Upon me leaving the dealership, they had me to sign ANOTHER ODOMETER STATEMENT!!

  

  Business Response

  Date: 11/14/2024

  I have spoken to Ms. ******* and will be providing a vehicle for her to use this Saturday the 16th at 10:30 am. I will review all the service records with Ms. ******* and we will make any necessary repairs as needed.

  Thank you 

  Joe G******

  

  Business Response

  Date: 11/20/2024

  I have reviewed by phone the work that was done to certify this vehicle with MS *******. We serviced all the required state items and replaced brake shoes and rotors, spark plugs, serpentine belt, air filter and cabin filter, tires, oil change, coolant flush, four-wheel alignment, and a full multipoint inspection and Maryland state Inspection. I have all the documents printed and ready to provide to MS ******* as we discussed by phone. Unfortunately, MS ******* was not able to bring her vehicle in for us to inspect and repair the check engine light of concern on Saturday the 16th. I have left a message to determine when Ms ******* can bring the vehicle in and will advise when she returns the call.

• Initial Complaint

  Date:07/11/2024

  Type:Customer Service 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.

  fraudulent and criminal deceptive services. On 05/17/24 ****** purchased a 2021 Infiniti QX80 from Exclusive Motorcars . ****** wanted to trade in his 2017 Infiniti QX60 that had negative equity. This negative equity was supposed to be added to his new purchase loan. ****** had a down payment of 3,000 towards the trade in. The deal was done and financed for the 2021 infinity QX80. ****** did notice after reviewing the terms that the dealer was using a $6,500 amount for down payment instead of his agreed amount of $3,000. ****** asked salesman about the $6500 down payment he viewed the salesman's apply was that he had to tell the bank this amount to hide some of the negative equity he owed on the traded in vehicle. Salesman told ****** he needed to setup a profile needing his email and driving licence. Salesman came back moments later and asked did he have another email that he can use and he did not. Salesman asked if he know someone else that have a email to setup his profile at which time he called his girlfriend so she could receive an email for a profile setup. Both He and girlfriend **** *** email was used to get money from ****** with out knowing at the time they where being scammed by the salesman. ****** after weeks notice money was subtracted from his bank account from ****** he called dealer and this is when he found out about the scam. **** *** found out also that she was scam after checking her credit report seeing there was an account with ******. He and **** *** called dealer and came to the location concerning this matter. **** *** was cleared and received a letter that the matter was going to be removed from her account but ****** ********* was not cleared. ****** received 7 citations in the mail from the 2017 infiniti QX60 all dating after 5/17/24. Antwan's new finance loan didn't have the trade included and the car has not been seen since 5/17/24. He report this info. to police and was told to file a claim with bbb or abtain an attorney...

  

  Business Response

  Date: 07/11/2024

  Mr ********* did not trade in a vehicle here at exclusive...  Mr ********* has signed all the legal documents clearly stating there is no trade in. As far as the down payment Mr ********* currently owes the dealership $4000 dollars which he has not paid. I have left message for Mr. ********* to return my call, but have yet to hear from him. 

  Thank you

  Joe G******

  Customer Answer

  Date: 07/17/2024

  
  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.
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 07/22/2024

  What I would like to do is go over all the signed legal documents to ensure our customer understands what his liabilities are moving forward and that we are all on the same page. It seems from what I'm hearing that we might not be. Unfortunately, the documents are not something to be done by phone and or over email. I would like to sit together personally to ensure all documents are gone through and understood.

  Thank you 

  Joe G******

  Customer Answer

  Date: 07/29/2024

  I read and understand all my documents and do not wish to meet with Exclusive Motors on that matter. I do want to know where are my hard tags. 

• Initial Complaint

  Date:05/21/2024

  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.

  ON 5/15/2024, I CONTACTED THE SERVICE DEPARTMENT And TALKED WITH KEON. I INFORMED HIM THAT MY RANGER ROVER SPORT WAS SMOKING. HE SAID TO BRING IT IN SO HE COULD LOOK AT IT AND I SAID OK ON MY WAY. THE CAR OVER HEATED BEFORE I COULD MAKE IT DOWN THE STREET. NO WARNING FROM THE CAR IT WAS OVER HEATING. KEON SAID THERE WAS A LEAK IN THE COOLANT SYSTEM SO WHAT WENT IN, CAME OUT AND POOLED in THE BOTTOM OF THE TRUCK, THIS I COULD NOT SEE, and CAUSED THE ENGINE TO OVERHEAT. SO I HAVE THE POWERLIFE LIMITED WARRANTY CONTRACT WHICH YOU HAVE TO PURCHASE WITH THEIR CARS. THE WARRANTY COVERs THE ENGINE. HOWEVER, KEON INFORMED ME THAT THEIR SERVICE TEAM DID NOT MAKE ANY SERVICE RECOMMENDATION/SUGGESTION THEY ONLY DID WHAT WAS ASKED. Even though the contract states repair requirements are recommended to be done at the issuing dealer, the dealer does NOT follow the maintenance schedule. SO, AT 80K MILE, I NOT ONLY NEEDED AN OIL CHANGE BUT ALSO A FILETER THAT WAS NOT RECOMMENED/SUGGESTED TO ME ONLY THE OIL CHANGE WAS DONE. I WAS NEVER INFORMED THAT THEY WERE NOT FOLLOWING A Maintenance schedule. NEVER DID ANYONE SAY THAT I HAVE TO TELL THE SERVICE TEAM ALL OF THE MAINTANCE ITEMs ON MY CARs Scheduled TO BE COMPLETED. ACCODING TO KEON, THE GENERAL MANAGER SAID ITS NOT THEIR RESPONSLBITY TO RECOMMEND ANYTHING, I HAVE TO KNOW THE MANITANCE REQUIRED AND INFORM THEM OF THE SERVICE. How was I supposed to know that was how the service department worked? That information is not provided nor posted in the service department or on any of my documents. I purchased the car in 2021 and made all services according to the tag they provided. But because they did not tell me about this filter, the warranty company nor the dealer is honoring the warranty. So, they make you buy a warranty for their service department, but their service department does NOT and WILL NOT have to follow or inform you of any required maintenance for the warranty.

  

  Business Response

  Date: 05/28/2024

  We will be reviewing all the details involved including the signed customer warranty which states the customer needs to follow all factory recommendation services, not what the dealer recommends..  We do not have the ability to alter the warranty company policy. It should be known that this is stated in bold on the signature front page of the warranty... and reviewed at time of sale.. We will continue to work with Mrs. **** and provide any assistance we can..

  Thank you

  *** *******

   

  Customer Answer

  Date: 05/29/2024

  
  Complaint: ********
  
  I am rejecting this response because: I was contacted at almost 9pm by someone named Joel with this company. That is an entirely inappropriate hour to contact anyone about business. Joel then continued to state that he has no idea what the issue is and has NOT reviewed my file but wanted to reach out and know what happened. After informing him, he had no apology, nor any real evidence or information to the contrary of what I was told by his staff. Joel keeps referencing the attached contract. Yes it states "YOUR Responsibilities" under recommendations but, its also recommends you "return to the issuing dealer listed for service & repair". Why recommend returning to a dealer who does NOT follow the recommendations of the manufacturer for the warranty they sold me? I WOUND NOT return to that dealer! And that is why they do not tell you about not following the required scheduled or make recommendations. Joel wants me to believe the dealers service center has no negligent or liability when the sales department nor the service department ever said or has displayed that their policy is to not follow any type of maintenance schedule other then oil change when bringing your car in for service. All Joel said he can do is "try" and contact the bank to see if he can access the car and review my service record and see if he can make an argument with the warranty company. More waiting and wishing....All of that should have been done before Joel contacted me with nothing. At this point the car was denied by his dealership so if he could have done more then those are step that should be included in his business process and it is not. 

   

  Resolution - They fix the engine or send payment
  Sincerely,
  
  ******* ******* ******

  

  Business Response

  Date: 06/04/2024

  The vehicle had additional issues other than filters not being replaced, while we might have been able to get an exception on the filters, the engine failure is do to overheating. The customer drove the vehicle while needing antifreeze and overheated the engine to the point of no return. According to the warranty company this is considered consumer negligence and voids the repair. I have spoken to the customer to see what I could do to assist however she returned the vehicle to the bank and after calling the bank I no longer have access to the vehicle. 

  Thank you 

  Joe g******

  Customer Answer

  Date: 06/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: Joel is now changing what was documented and claiming no access to the car and that he possibly could have done something but now its a whole new reason why it was declined. This company continues to move the line and lie to cover up the service failure.  I've attached the invoice from the shop which clearly say why it was declined (due to missed filters and fluid) and it does not say due to customer negligence. It also states The engine failed/over heated due to a coolant leak. I was NOT driving around the car without Coolant, I did not know it had a leak. I stated from the beginning the car had no indications it was over heating or needed coolant.  The car started smoking while I was driving and I called Exclusive and was told to bring it to them so I did. I've also included my service invoices to show a consistent service history for the period in question so I DID NOT NEGLECT my car in anyway. They failed to honor the warranty. Joel tried to contact me and offer help after his shop had my car for over a week with no loner car as promised paying for a rental. Yes I turned it into the bank, Exclusive said they had done all they could and it was declined. What was I supposed to do if I was told it would not be honored? I had to get a car.  The car was in Owings Mills (which I told Joel during his call with me) at the bank from 5/24-6/4, so had Joel really wanted to access the car it was located just 5 miles or so from the dealer. 
  
  Sincerely,
  
  ******* ******* ******

• Initial Complaint

  Date:04/25/2024

  Type:Customer Service 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 made a purchase the end of January of 2024, I was given a 60 day temp tag. That initial tag expired, I was given a 30 day temp tag, this tag is scheduled to expire in 3 days. I reached out on Monday of this week and was told that this was being checked in to. I never heard anything, I reached out again today and was told to wait 1 second.

  

  Business Response

  Date: 05/03/2024

  I have provided miss ****** with a temporary registration and have collected the missing file documents from her as required by dmv. The registration has been filed with the pa dmv and I will overnight the hard plates once they arrive. 
  thank you Joe G*****

• Initial Complaint

  Date:02/20/2024

  Type:Customer Service 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 vehicle on 1/29/24 I expressed within 3 days and a work order was submitted to install mats, a head rest, windshield wipers and a missing piece on the grill. I have not received any form of communication although I have left messages and sent a couple of emails with no success. With a couple of these infractions being safety issues I’m curious as to how this vehicle legally passed inspection and was able to be sold. I really need help.

  

  Business Response

  Date: 02/27/2024

  Joe G******, the General Manager had this customer in 2/22/24. The headrest, wipers, floor mats and tow cover all installed, and all commitments were fulfilled. 

  Customer Answer

  Date: 02/28/2024

  
  Complaint: ********
  
  I am rejecting this response because: the windshield wipers are still not operating properly as I mentioned in the email that I sent to the parts manager over a week ago that I never heard back from. Unfortunately I still can not enjoy my vehicle because it has rained several days since the purchase. Not to mention the battery that was replaced in the remote at the time of purchase that is alerting the truck that the battery is low and needs replacing. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 02/29/2024

  Mrs G***** can call the General Manager for any additional resolutions. Please have her ask for Joe G******. 
  Thank you