ComplaintsforExcellence Auto Direct

• Initial Complaint

  07/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased a vehicle and left the property with no plates. Vehicle was never state inspected and now they will not fix the problem. We keep getting the run around being told its too expensive to fix. We have already paid our first truck payment with the creditor.

  Business response

  07/19/2024

  We apologized for the delay on getting this completed our service department is working to get this done and get you register and title as soon as possible we will keep you posted.

  Thank you,

  Excellence Auto Direct

  Customer response

  07/19/2024

  Complaint: 22009013
  
  I am rejecting this response because:
  This should not have occurred and my truck should have not left the dealership without a state inspection. What I did caused me to drive an illegal vehicle. I am now stuck in a vehicle that is not equal to the vehicle I traded in or the one that is being repaired. We have not been able to speak to anyone in charge and keep getting the run around when we ask to speak to the person in charge. 
  
  Regards,
  
  ***********************

  Business response

  08/21/2024

  The warranty has been cancelled and the customer has been notified about instructions for mailing the check to them. Unfortunately, the customers were not co-operating about providing vehicle necessary information for cancelation. That was the main reason for the refund delay. 

   

  Sincerely Yours,
  
  ***************************
  
  

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a vehicle with Excellent auto in 2020. It went into the shop a year later needing the engine replaced and sat in their shop for over 6 months. My vehicle since returned December 2023 and is currently still being worked on. They replaced it with 2 engines this time, new DEF system, muffler, and turbo which was now under warranty. They stated when I went in it over needed a new turbo system and now they're saying it also needs a new catalytic converter which I will have to pay since they've put in too much money now. This is not right. They promised me my vehicle needed minimum work and now every time they replace something else breaks. They've sold me a complete lemon and need to make this right by fixing my car and returning me a working vehicle. That's not just "drivable" as they are saying. It was drivable when they got, but not working as it should. They are trying to return my vehicle in worst condition. This should be under warranty. I've asked them for documentation and they said they can't provide it to me as they didn't want me to interfere with the process through the warranty. The ***************** that's been helping has been giving me empty promises. Telling us everything will be covered, I would originally get my car within a week. They sent part of my engine to a machine shop because they were having a hard time with warranty and it would be quicker (12 weeks waiting for parts). They are super shady. Have told so many lies. The owner **** will not respond to me because they know they're in the wrong. I am needing help will proper resolution. My vehicle does not seem to be safe and it's not worth my life. They want me to pick my car up in mediocre condition and be done with me.

  Business response

  07/03/2024

  The vehicle was purchased over 4 years ago. We have done everything we could to assist with all the repairs needed and have all the proof to back it up. Unfortunately due to rare model certain parts are almost impossible to find and get the work done on a timely matter. We are not a vehicle manufacturer and can't control the assembly flaws, we are in business to sell and service vehicles. During all the repairs the customer was provided with a loaner at our expense and she was driving our vehicle for over three months and put thousands of miles on it. She was notified that in order for us to finalize the repairs the other component must be replaced as well, because they failed too and work could not be done with faulty parts. She knew that those extra repairs were at her expense and we have nothing to do with them. She stop by with two other people and started act very rude and disrespectful to every employee in she came across. She and her other woman companion were cussing, shouting and using a racial slur and were engaging with our customers and trying to bully them with their ugly behavior. Once they realize police is about to be notified about their rage they jumped into the car, which has been already repaired and drove of. 

  Once again all the job was performed to the best of our abilities and we have done everything in our power to repair her vehicle, but we no longer want to have anything to do with her and anyone associated with her friends or family.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My problem is the deception and intentional deceit of this dealership upon individuals.... This vehicle was originally from ********* and was part of the vehicles during hurricane ******.. this vehicle was underwater at one point in time as well it was in an accident serious accident causing structural damage to the vehicle and should have been deemed as not safe to drive.. it was intentionally covered up by the dealership and not put on Carfax... As well there were engine troubles that were covered up by the dealership, I took it to the dealership three different times for oil leaks their idea of a fix was gasket sealer. Now the motor has spun a connecting rod bearing and It will have to be pulled and replaced or repaired....

  Business response

  05/31/2024

  WE UNDERSTAND THE CUSTOMER'S CONCERNS. WE ARE ALWAYS WILLING TO GO ABOVE AND BEYOND FOR OUR CUSTOMER'S BUT THE CARFAX IS NOT CONTROLLED BY OUR DEALERSHIP IT IS CONTROL BY CARFAX, BUT THE CUSTOMER SIGNED THE CARFAX WHICH WE HAVE A COPY OF CUSTOMER'S SIGNATURE ON THE CARFAX WHICH WOULD DEEM THE CUSTOMER INFACT SAW THE CARFAX BEFORE SIGNING. ALSO, IF YOU LOOK AT THE **** WITH VEHICLE'S BUYER'S ORDER ATTACHED THE CUSTOMER TRIED TO BLOCK OUT THEIR SIGNATURE SHOWING THAT THEY SIGNED A FORM DISCLOSING USED VEHICLE GUIDELINES. WE SOLD THE VEHICLE DISCLOSING CARFAX WHICH THE CUSTOMER SIGNED THE CARFAX AND THE AS-IS BUYER'S GUIDE WHICH WE ARE HAPPY TO PROVIDE COPIES OF THOSE DOCUMENTS UPON REQUEST. 

   

  Customer response

  05/31/2024

  Complaint: 21624892
  
  I am rejecting this response because: this company knowingly and intentionally uses Carfax reports to sell vehicles deceptively.... While signing paperwork they repeatedly point out that ****** reports no accidents while signing paperwork sliding in another form showing major structural damage... This is deceitful and a dishonest way of doing business... Don't just take my word for it look at all the other people that have posted on ****** how dishonest these people are...... They're trying to justify ripping people off through legal forms... After purchasing the vehicle and having nothing but troubles with it I did extensive research and found that it was in a major accident and there was frame damage as well it came from the ******* area and was underwater during hurricane ******!!! The dealership knows of the frame damage and being underwater during a hurricane simply because they purchased the vehicle at an auction and they know where it came from...
  
  Regards,
  
  ***********************

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from the in January which had a mandatory $2500 maintenance fee. Upon purchasing the vehicle, the engine blew within 13 days.. I called to try and see if they could give any help since it had been less than 2 weeks since I purchased the vehicle. When I called they put the phone on speaker and all of the associates were ******************* at my situation. I am in the Texas National Guard so at that point I was no longer in ****** due to my duties. I have now out of my own pocket had to pay for a new engine, a new transmission, no oil coulee and pan, and now Im working on buying my second engine all with no help from the original dealership. Its seems they sold me a lemon even after charging me $2500 for a pre sale maintenance they do on the vehicle.

  Business response

  08/30/2023

  Hello, All of our vehicles are going through our service department for multipoint inspection. All the required repairs and maintenance are performed on all the vehicles prior to being offered for sale. We have invested close to $5,000 on reconditioning for this vehicle and all the repair orders can be provided upon request. The customer called us several times and ask us to reimburse his repairs for the transmission and engine repairs performed at other shops. He also was offered an extended warranty to cover his unexpected repairs at the point of sale, however, he chose to decline the coverage. We understand the frustration but that is the reason why we offer warranty at the point of sale. Hope this clarifies everything.

  Regards,

  Excellence Auto Team

   

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Truck from Excellence Auto Direct on June 16, 2022. The truck was listed on the website as a **** F150 Platinum 4x4. Once I purchased the vehicle and started wanting the original window sticker from the Manufacturer I found out that the truck was not a platinum and was actually a Lariat. Vehicle was priced as a Platinum from this dealership. I had also paid a **** Dealer prep fee which I was told the onsite mechanics had gone over the vehicle with a fine tooth comb. Upon going through the display settings on my dash, I discovered that my oil life was at 70% and I had only put about 100 miles on the truck. I received a call probably the week after I purchased the truck and was told they had not performed an inspection on the truck and I needed to take it to get it inspected so that they could file the appropriate paperwork to get my plates and registration. I tried to negotiate a key fob and a full tank of gas which they immediately backed out of. I took the vehicle to a state approved inspection shop and received my plates in the mail. I have contacted the dealership multiple times because I need a front license plate bracket. I cannot get the dealership to respond to when I should recieve that bracket. How can a dealership charge consumers $****.00 to basically wash a vehicle and roll it to the sell line? I amrecievedbeyond frustrated because I feel that I was mislead from the very beginning. I would recommend that people DO NOT BUY A VEHICLE FROM THIS DEALER. I am requesting my $2,500 Dealer fee back because they provided no such service for which they charge for.

  Business response

  07/25/2022

  We advertise all our vehicles on our website with $2,499 added for reconditioning and customer was aware of that. Reconditioning expense is posted and not hidden from our clients. This is an average amount, actual repair and maintenance costs were almost twice higher. We can provide internal repair orders to you upon request. Our dealership does not offer complementary full tank of gas or extra keys. Front license plate has been ordered and we are waiting for it to arrive, so we can give it to the customer. Please let us know if you have any questions. 

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Helped my 92 yr old mother buy a 2013 infinity g37 on 4/3/22. The price on line did not reflect a $2500 car care package. That was supposedly for a ************************************************* good condition mechanically. It was non negotiable. That should be reflected in the price on line. We had a budget and that put us over the budget. They said it was in good mechanical condition based on this inspection. We bought the car. Ten days later , she ran out of gas when the gauge said she still had 1/4 tank. She took it to her mechanic and he told her it could be the fuel pump and that it looked like someone had tried to fix it prior. There were new parts on it. I called the dealership and asked if they would pay for the repair. They said no but referred me to their mechanic. He said he could give me a discount on the repair but couldnt get to it for 3 weeks. His attitude was he really didnt care. I called the dealership back and asked if they would pay for the part we would pay for the labor and have her mechanic fix it. He said he would ask his boss. They quit taking my calls after that. In may, the car started leaking green fluid. She had to fix that. Now in June, the car engine light came on. There is no way this car was inspected. This is a total case of fraud.I think they should pay for the repairs.

  Business response

  08/09/2022

  We advertise all our vehicles on our website with $2,499 added for reconditioning and customer was aware of that. Reconditioning expense is posted and not hidden from our clients.

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my daughter car in for Type A maintenance light on a 2011 c300 ******** ***** Her driver side headlight was also out. I was told for type A maintenance ****** and ***** for the bulb to be replaced. I was told my cabin filter and engine filter need to be replaced ****** each, I declined. I was told and should the bulb was busted. Then was told the wires to the headlight was exposed ******. I declined. The car was pulled up and was shown the wires. As the hood was closing a rubber ring to the headlight was left out I told them. I asked if I wanted the bulb still replaced I said for what if its not going to work. I found a part of the headlight in the cup holder the bulb go into. I had an appointment with ******************** for airbag recall so I asked them about the headlight and give them the part in the cup holder. They said this is broke it doesnt suppose to come off of the headlight. Park place said I need a new headlight. I was also told by park place type A maintenance dont check filters. Here's what's included with the A *************************** replacement.Oil filter replacement.All fluid level checks and corrections dependent on factory-recommended service intervals for your vehicle's year and model.Tire inflation check and correction.Brake component inspection.Reset maintenance counter.I went back to Excellence Auto and asked for the service manager. I told him my issues and he said the technician showed him the bulb and the part to the head light isnt broke Park Place is trying to get money from me. He said the part was loose I asked how did my bulb bust, he said from impact. I asked what impact. He said they were not paying for nothing and was rude. I called and asked for the owner name and was left on hold for a long time. The person got on the phone and said you dont call Tesla and ask for the owner name. He said he would call me back, Jafer, he never called back and service manager name is *****.

  Business response

  08/16/2022

  Hello. We are sorry you had a bad experience on your recent phone call to our service department. We appreciate and value all of our customers and their business. Rest assured, our management team is here to assist everyone in the best way possible. Please contact me directly at ***************** so we may discuss this further and reach a resolution. Thank you. 

• Initial Complaint

  11/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called Excellence Auto Direct to inquire about a vehicle, I talk to the sails person about purchasing a particular vehicle and he suggest that I apply for credit through the dealers ship. I did that and then he ask that if I would advance ****** to hold the vehicle and out of good faith and the money was refundable. I made a ****** deposit. After reading further reviews about Excellence auto I decided that I would not agree to purchase the vehicle are sigh any paperwork. Long story short I ask them to refund the ****** and they gave me all kind of red tape why they would not. So now I am seeking a resolution on how to get my money refunded to my account.

  Business response

  12/13/2021

   Looks like he has disputed that transaction with his card issuer and the refund was processed. Most likely that's the reason there is a delay with getting his money back.

*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. ↩