ComplaintsforExclusive Motorcars LLC

• Initial Complaint

  07/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  04/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  02/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  02/29/2024

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

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First I was told the vehicle I was originally coming up there for, I could get. When I got there the vehicle wasn’t even available. I ended up going with another vehicle. They sell you faulty cars and basically put band aids on it and claim they “fixed it”. I purchased a vehicle from them last month, less than 24 hours after driving off the lot the vehicle was shutting off while on the road! Mind you i was on the highway with my child in the car and multiple vehicles almost collided into me. I contacted them the next day to take it back and they wouldn’t. They only care about getting money. I’ve only been able to drive it 3 days out of the month I’ve had it. They’ve been “fixing it” since. I just got off a call with my lawyer and the finance company’s legal team on this matter. I will be taking legal action.

  

  Business response

  11/16/2023

  This customer did have an issue with her car after delivery. The start stop feature was not working correctly and the car came back for us to repair. We provided a loaner vehicle and replaced the questionable part upon the customer picking up the repaired vehicle. Unfortunately the vehicle required an additional part. Although thoroughly tested, the issue had happened once again and we kept the car for further diagnosis, however we told the customer we would deliver the vehicle back once completed. We found a faulty hood latch responding to the computer system intermittently.  After more thorough testing, we delivered the vehicle back to the customer. This customer has decided from day one that she did not like the car and had buyers remorse. We offered to exchange her out of the car and allow her to choose a different vehicle. She did not want to do that, and continued down the path of repair. The vehicle was repaired satisfactory, and the customer has had the car for quite some time since.

  Customer response

  11/28/2023

  How has the business tried to do anything in good faith when my vehicle is not fixed? I had to take my Jeep to a Jeep dealership to get a diagnostic test done and I have a report from the Jeep dealership itself stating what is wrong and what needs to be fixed on the vehicle. The dealership I got the Jeep from named exclusive motorcars has not fixed those issues and has not responded to my calls. Everytime I call I have to leave a message. At this point I will proceed with legal action.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle to get service in February they lied to me and told me that my vehicle was ready to be pickup and they did a flushed and change my passenger side light bulb. They informed me that my battery and alternator was good and my brakes were okay. However I just got my vehicle back from Exclusive Motors when my battery died at my church and I had to call my uncle to come change my battery. They lied and told me that they checked the battery and the fluids when I had to fill my car up with antifreeze because it overheated. They lied and told me that they did a flush and I ask them what they mean by a Flush they didn't respond back to me. I bought my vehicle back to them in end of March for some work that needed to be done because my vehicle would not stop and I rear ended a *** bus right after I my vehicle was worked on at Exclusive Motors. They have keep my vehicle for over a month and lied to me again and again and told me that my vehicle was ready to be pickup at the body shop. In fact when I went to go pick up my vehicle at the body, they told me that my vehicle was not ready. I had to return my rental car back because my insurance would no longer pay for me to have a rental car. I still not have my vehicle back yet.

  

  Business response

  06/07/2023

  We have worked with Ms. ******* to find resolution and she is now completely satisfied. She worked with our General Manager, Joe G******, and knows at any time now or in the future, if she has need, he will be her main contact. 

• Initial Complaint

  02/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 1/28/23, my spouse initiated contact with this dealership looking for a car. He decided to go with another dealership. After that initial visit, this dealership continued with practices as if they were working on behalf of a customer. They performed a 'hard' pull on my ******* credit report without my permission twice, after they knew they had no customer. The first pull was on 1/29/23 and then again on 1/30/23. When I discovered the first pull on my credit report, my spouse contacted the dealership on 1/29/23 and told them to stop. When I was notified by my credit monitoring service that this same dealership performed another pull on my credit report, after they were told not to, I called the dealership personally. The receptionist/customer service rep had one of the worst temperaments I've experienced while dealing with a business. She transferred me to a line that no one answered. At that point, I decided to file a complaint to get their attention.

  

  Business response

  02/02/2023

  We sincerely apologize for the credit pulls and have taken steps better train the individuals involved so this does not happen again to future customers.  We take customer concerns very seriously.  We've also addressed the receptionist on better phone manners. 

  Customer response

  02/02/2023

  
  Better Business Bureau:
  
  After getting my response from the credit bureau to see if there was anything I could put into play to keep my credit worthiness from being impaired by the unauthorized pulls by the business in question, I realize that there was nothing that could be done at this point. Accordingly, the credit bureau stated that the inquiries made by the business in question will remain on my report for 2 years. And, while I feel that to be an unfair practice for me to be penalized by the unauthorized actions of others, I have no other choice but to accept the business response and chalk this entire experience up as a lesson learned.

  Therefore, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, while most unsatisfactory, is also a lesson learned too. 

  
  My sincere thank you for allowing me to be heard.
  
  ****** *****

• Initial Complaint

  09/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  June 1st I started searching for a vehicle on ********.com. I came across several vehicles that I was interested in from Exclusive Motorcars and asked for more information. I purchased a vehicle from them THAT day and drove off the lot. Also they made me purchase a package with the car starting at $3,000 which is not included in the price that you see online. This automatically adds $3,000 - $5,000 to the listed price depending on which package you decide. And I had to select a package to be able to purchase the car. This also is before any taxes and registration fees. And the package is not an extended warranty package. So if you're interested in that, that will also add on the purchase price. Unless you choose to pay out right for the package. My real issue is my registration. The original paper tags expired 31 July and by then, they still had not registered my vehicle. Instead they sent me more paper tags that expired 30 August stating they will have me permanent plates before that date. It is now 20 September, I have the same expired tags. The manager Ty Williams who is supposed to be helping me does not return phone calls in a timely manner and when I do speak to her, there's still NO solution as to why I'm STILL driving around with paper tags. I even offered to take all of the appropriate documents and packet to the DMV myself to get the vehicle registered. No response from the dealership on that. Finally, the bank in which my loan is with, does not have the title to the vehicle and they still do not answer the phone at the dealership and when they do, again, no issues are resolved. At this point it's a HUGE inconvenience and we are coming up on 4 months of me having a vehicle that I'm paying for with no title and it's not registered. This business has got to do better. Any help would greatly be appreciated.

  

  Business response

  10/04/2022

  Business Response /* (1000, 5, 2022/09/21) */ The customer is registering her car in Texas (we are in Maryland) and we are having difficulty getting a response from her county tax office. She's a military customer that lives in Virginia, but is registering in Texas, so her process is different. The customer offered to take her paperwork to the Virginia DMV, but she can't because she's registering in Texas. Texas would need her to get her vehicle inspected first. She also can't do her own registration because she has a lienholder. Ms. W*******, the Office Manager, has kept her updated on the process, as well as her Finance Manager. Ms. W******* will be reaching back out to the customer with a potential resolve. Consumer Response /* (3000, 7, 2022/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Absolutely will not be accepting this repsonse because it is inaccurate. When I started the process, I told them my sales rep and the financial manager that I would be registering in Texas. I asked several times if that was something they were able to do and was told yes. I was then told the registration clerk lied and didn't know how to handle such issues (not my problem). Any time I have spoken to Ms. W******* the conversation has not been with a solution. She has said she's trying to contact the county clerk office each time I spoke to her but when I called myself I got a response and all required documentation the same day. From googling the information might I add. I then informed Ms. W******* I didn't need an inspection because I am military and it is waived until I move back home. I offered to take the packet with all docs to HOUSTON TEXAS which is where I'm from but never stated I would take anything to the DMV in Virginia or this area at all because that doesn't make sense. I do not live in Virginia, nor am I stationed there and NONE of my documentation they have states that. Which means, they aren't doing their due diligence and proper research on my file and case to take care of it. Now, all of a sudden, they were able to get the information needed to register the car AFTER I have filed the BBB complaint. This is unacceptable and I will not accept their wrong doing when it's intentional at this point. I have received disciplinary action from my leadership because I was stopped at the front gate of the base and ordered to park my car and no longer drive until it was registered. However, it's my only means of transportation, so I continue to drive and now I have a letter of reprimand for failure to obey a direct order. All stemming from their lack of competence, knowledge and sense of urgency in taking care of my registration. Business Response /* (4000, 9, 2022/09/22) */ We've reached out to the customer via email and phone and left messages. There are 3 items needed from the customer in order to process her tag work. Once received, we can place a rush on it through Texas. We also have a resolve for her, so she doesn't get any more reprimands. Consumer Response /* (4200, 12, 2022/09/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company has called me twice and left two voicemails in regard to this issue. All oh which were after me filing a BBB complaint. The first time, I did not respond due to waiting for the actions of the BBB and that process in its entirety. The second time, I returned the missed phone call and proceeded to explain that I would be going through the channels of the BBB being that the company only seems to move when you all have asked them to. Which is why I will be submitting the 3 required documents for my registration along with this response. Business Response /* (4000, 15, 2022/09/27) */ Documents received through the BBB portal and being sent out today via FedEx to Texas.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On may 7 2022 I purchased a vehicle from exclusive motor cars with a warranty third party. The vehicle had some pre existing issues mainly blown out shocks all around. I had some issues taking the car home that day due to them not passing it through their saftey inspection , once I finally got the car days later I noticed it didn't have a Maryland state inspection sticker which it's illiberal to sell a car in Maryland without state inspection, I didn't say anything about it just wanting the shocks fixed. Well after several phone calls with no resolution and 1 service due to mileage I brought my car their to get serviced, I had also brought my own oil and spark plugs for them to use. I dropped my car off at it's scheduled appointment time. I come back almost 8 hours later to the car sitting in the exact same place I left it and the service advisor virtually had nothing of competency to say other than I need to get a rental and the car will be ready tomorrow. I come back the next day and the oil and spark plugs I brought were completely untouched and nothing I brought the car their for was looked at other than an oil change. I am sure that I am not the only customer that gets treated this way. I would like to file this complaint in hopes of some compensation wether it be refund of warranty through them or my vehicle be purchased back from them so I no longer have to deal with them or the vehicle be completely fixed and I never go back to them as well as refund for warranty.

  

  Business response

  07/19/2022

  Business Response /* (1000, 5, 2022/07/11) */ We were already addressing customer's issue prior to complaint. There was a backorder on the part. BUt we are fixing their complaiunts.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been attempting to communicate with the management team at Exclusive MotorCars by email asking to help me understand why I have not yet been able to have access to my vehicle. Today, Thursday, June 9, marks the 5th week without a car and without any formal communication from them. Below is the latest email sent to the management team, owners, and finance manager: 'Good morning, Hope you are well. Manager J****** and I have been in communication in attempts to answer questions I had about my recent car loan account to provide counsel and solutions. Earlier this morning, I left a voicemail on Manager J******'s office phone messaging system (703-********) in hopes that we can schedule a meeting. I would like to have an opportunity to discuss the retail installment sale contract- simple finance charge (with arbitration provision) document signed on 4/30/2022, communication concerns with the Exclusive Motorcars team, and ask for council on how to be supported during this process regarding these concerns. Unfortunately, my attempts at communicating with the Exclusive Motorcars team have been unsuccessful, which is partly why I am reaching out to *****. My email communication has been ignored and not addressed for more than 2 weeks. Zero of my concerns have been addressed. Before we meet, I am hoping I can provide further context as to the main problems and continuing issues I am experiencing. Since 4/30/22, I have not had access to the vehicle in contract. It has never once been in my possession. On 4/30/22, I was told by the salesperson that the car needed to remain at the dealership because there was a plan to take care or fix a scratch on the left side of the car and that the car would be ready by Monday, May 2, 22. During this month, I have been consistently asking them for updates. I learned that the mandatory inspections were not initiated until the 'purchase' of the car which was not communicated with me on or before 4/30/22. Since then, o

  

  Business response

  06/21/2022

  Business Response /* (1000, 5, 2022/06/14) */ customer's issues have all been addressed

*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. ↩