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:10/31/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 was tricked into a car. They took my down out and later canceled the loan thru the car place. I was told they closed the loan 1 month after I purchased. I had an issue calling trying to pay. Everytime I went they were always closed and busy! They come report the car, I got start removing things. I state I'll come back the next day to get the rest. They decide to block me, ban me from the property. When I bring police, they say (even though thru text he said he had all my stuff) they threw it all away. Even tho the messages say the car was in the shop they would let me know when I could get my stuff. The police let them blatantly lie about all of my religious items. And throw away a bunch of things that could have easily been put in a bag. It was not of Christian or catholic descent and I feel that was a racially motivated action. I still haven't recouped all of the items lost thru repurchased as some sources don't have these items. I don't know where to begin to sue

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 truck from Excell Auto Sales on West Ridge Rd in June 2023. I took it this week (6/25/2024) to get it inspected for the first time. The mechanic told me that the truck will never pass inspection because the frame is rotted. I paid over $10k for the truck. Upon further investigation, I found many similar stories online of people having issues with this business. The truck was a 2009 ****** ******* and had about 83000 miles on it. They gave me a 30-day warranty and sent me on my way. Apparently I should have asked them to put the truck on a lift so I could look underneath before buying, but that seems unreasonable to put that on the consumer and have no accountability for the business.

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Aug 18, 2023 I purchased a 2014 *** *******. -2000 down, on Aug 24, 2023 a wk after purchasing the check engine light went on: The dealership has refused to fix all the problems. I took the vehicle to **** **** where they did a diagnoses test "there were 3 codes.. I also have text messages from dealership saying they will not fix.. Although they said through text, they would turn light off. I contacted the bank because of this problem as well a numerous texts messages from dealer tht I felt uncomfortable with. The bank has asked me to send the text through email which I did the bank also said tht its under investigation I have make all monthly payments but since the date purchased nothing has been done. The light remains on and the vehicle runs bad.

• Initial Complaint

  Date:11/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2008 ****** **** with a warranty and not even 30 days later I took the vehicle into a service center because I was having some noises coming from the rear of the vehicle. Another shop lifted the vehicle and inspected it for me and found both rear wheel bearings were bad. The vehicle is not drivable and not safe for me or my one year-old child, they also found the vehicle should have never passed New York State inspection, because the front inner and outer tie rod ends were very loose and worn. The warranty I purchased through them informed me that this dealer should have made the necessary repairs before selling me the extended warranty. This extended warranty did not cover the repairs needed to make my car safe because XL auto sales did not properly repair, or inspect the vehicle prior to my purchase, I am making this complaint to raise awareness and hopefully come to a resolution. The estimated repair cost was well over $1000.

• Initial Complaint

  Date:11/08/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Put a deposit on a car and then they sold car and refuse to give me my refund. All I want is my money back they sold the car a day after I put deposit down. So seems like fraud to me.

• Initial Complaint

  Date:03/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Bought a 2011 ****** from Excell about a month ago. Low miles. What seemed like a decent car at first. Inside driver side door panel was broken and this is where my ordeal with Excell and Andy the unprofessional car salesman started. I was promised by Andy that the panel would be fixed by the time I picked the car up. Now mind you when I had my down payment and paperwork needed signed. Him and his lackey Phil were sure to call or pick up the phone. So I get the car and the panels not fixed “on we ordered it “ Andy says. So almost a week goes by and my thermostat goes out. I bring it in and the shop associated with Excell fixed it no problem cool. I mentioned my panel to Andy and hear him talking to the mechanic about what to do. If they can rig it or get a new one. Which shows 1. He lied to me off rip when he told me it was ordered a week prior. Now a week goes by and my suspension starts feeling funny all wonky when I turn and hit bumps. Turn out the car needs shocks, sway bar links, ball joints tie rod ends etc etc. I try to contact Andy with little success. Now mind you this is all within a month of owning the car. I finally come up a plan to buy the parts myself at the cost of close to $1000 and hope that he would be honorable and pay for or have his shop do the labor. He gives me some hocus pocus line about the inspection place being third party and them only being responsible for so much or that the car can pass inspection. But agreed to have the labor done. Now New York inspections are not road inspections they just test the functionality of the car’s electrical etc. Excell should be responsible for selling me a car that was to the bare minimum of being road worthy, and now I have the parts as I said I would on my end of the bargain and now me Andy is not answering my calls or texts. I’m sure he’ll say this is an attempt for me to try to collect money yada yada

• Initial Complaint

  Date:02/24/2023

  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.

  O 1/25/23 I purchased a used 2006 ****** ****** for $4871.20. Previous to the purchase I drove the vehicle. I spoke with the salesperson about what was needed for the sale. The car needed front tires and I requested snow tires, and he said yes. Upon delivery there were all season tires. He stated that snow tires were unavailable. He never called me to tell me that he could not get them. I told him I could have ordered them on line and paid the difference between what he paid for the all season tires. He stated he was not obligated to provide the snow tires. That is true, however he never called me about this. On the get ready sheet we noted a rattle in the rear of the vehicle (which turned out to be a bad strut). He again never informed me that it was looked at, or what was causing the noise. Drving to Rochester, NY on monday 2/20/23 to talk to him about this he stated that it passed NYS inspection because it was not leaking. A mechanic from the repair shop behind their office looked at it and said it was faulty and he could replace it for $140.00. The salesperson stated he was the manager, not the owner and would have to speak to the investor (although at the web site it states that it is a family business). After the test drive I asked him about detailing the car and he stated that he has a guy who comes in and steam cleans the seats and rugs. Upon picking up the car, the car was not detailed at all. I am a car enthusiast and have worked on cars since I was 16 years old. Usually when a used car is purchased the purchaser takes it to an outside third party to have it looked at. I did not feel I had to do that because at the web site it states that vehicles "go through a full inspection by an ASE certified technician!". On the window sales description it states that "you can be confident of your purchase". Once home I found engine and transmission fluid overfilled by a quart. They lied about the ASE in spection, no tech would allow this. There is more.

  Business Response

  Date: 04/10/2023

  Mr. ******* purchased a 2006 ****** ****** with 135k Miles on it from Excel auto sales on January 25th. This vehicle passed NY state inspection by an independent New York State facility and licensed inspector (mv50 attached showing inspection certification number). Excell auto sales like all dealerships in New York are bound by New York State inspection and nothing above that.  We did provide Mr. ******* two new all season tires if he wants winter We did provide Mr. ******* New all season tires if he wants winter tires he could purchase those himself. Although we're not obligated, we are providing payment for a detail for Mr. *******. Mr. ******* wanted to have one of his struts changed after he drove the car for almost a month. We did exlplain the component did not fail inspection and we don't have an obligation to provide new parts. We explain to him that this would be considered preventative maintenance which is something he could pay for if he would like it to be brand new. We also let him know that in NY cars with more than 100k on them come with "Lemon Law" no Limited Warranty. We advised his contention does no remotely meet any Lemon Law criteria (NY implied warranty attached). His claim is meritless and frivolous. If you need anything further please email or call ###-###-####. Andy Excell Auto Salesp ###-###-#### f ###-###-####

• Initial Complaint

  Date:07/23/2022

  Type:Product 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.

  They sold me a car that Andy said didn’t have any problems it’s 60 days later I’ve been asking them to fix my car. The car engine blew while I was inside it and I went to the dealership for help and instead got invonvienced not only is this the 3rd car from them but I lost so much money

  Business Response

  Date: 08/10/2022

  Response taken by phone:  She bought an extended warranty and when I explained that this was covered she said she would take it to the dealership to be repaired.