ComplaintsforExclusive Imports, LLC

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 2015 suburban from this place. Bought the extended warranty. Not even 3 days later it was in the shop. The extended warranty refused to pay for anything saying it has to be existing because nothing goes bad the quick. I bought it in January it has been in shop since. Had to replace catalytic converter, 02 sensors, transmission, and now having computer looked at. The owner said the warranty would cover it and it didn't. He has blocked me on everything since I said I was not happy with it. And he didn't like my review. I have put thousands more into this vehicle I shouldn't of had to. And its still not right. It's a lemon . I paid 18000 just to this company for this vehicle to have to put thousands more. So definitely upset. I think he should pay for all my repairs that's he said they would pay for and didnt. I paid even 2000 for that extended warranty he sold me. Which was a waste of money and seems like a scam to me.

  

  Business response

  05/28/2024

  The 2015 Suburban you purchased was in proper working order when you got it. Otherwise you would have never purchased it if it had existing issues as you say. You told us that your significant other was a mechanic and that he would help you with further repairs. The warranty company that we partner with that you purchased, told us that you only made one claim for oxygen sensors and that is typically a wear and tear item for any vehicle, they usually don't cover that but under the circumstances they actually paid you out for that job. So you stating that they aren't covering items is completely false. The warranty company has proof for payouts. You also have never once called us at Exclusive Imports after the purchase to even let us know and be aware. You immediately started to bash the dealership as if we caused issues. If you had gotten in touch with us we could have helped along the way, but as of now we want no more business with you. Thank you for your time.

  Customer response

  05/28/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ***** ****I never said anything about a significant other being a mechanic and I did message this company in messenger. And then he blocked me. I have evidence I paid out for transmission. The warranty company wanted me to pay to have it disassembled to say if they would repair or not. Why would I pay out even more money to have it totally disassemble and have them tell me no on that as well.he told me all the sensors and everything would be covered. And the warranty company even told me it had to be existing even though I told them it didn't sound the way it did when I first drove it. And the warranty company told me they felt sorry for me cuz dealerships are selling these used vehicles and they end up not beable to help. I had all 4 02 sensors changed 2 times because they were still throwing the computer code. 

  

  Business response

  06/05/2024

  As for every warranty company out there, the mechanic shop diagnosing the vehicle is required to prove the issue before the warranty company can pay for it. No one in their right mind would pay for something that was not proven 100% defective. 

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2010 Volkswagon GTI from Exclusive Imports LLC on october 20th, 2023. Upon driving the vehicle for about a week, I noticed it leaking oil majorly. I took it to a Volkswagon dealership to get an estimate on what needed to be fixed. The charge was around $3600. I called the owner if Exclusive Imports LLC, to notify him that he sold me a vehicle that was unsafe to drive. He told me he would only pay for half of the estimated amount if I took it to his friend at ********* Automotive in *******. After getting it back from *********, I was still experiencing the same issues. The issues were “fixed” under the table, so I was not provided with a full service report. After still having the issues, Exclusive Imports LLC and ********* told me to take it to ****** Automotive in *******. ****** called me today explaining there was gasket leak, coolant system damage/leak, failing water pump, multitude of oil leaks in multiple areas. I called *****, the owner of exclusive imports LLC to report this to him, to see if he would be willing to buy the car back, to which he said no. He told me he was unwilling to pay for the repairs unless it was the rear main seal, which he was only willing to pay half of. At the end if our conversation, he said if I wanted to get rid of the car and all of its issues, to sell it out right to someone else and “keep my name and hands clean off the vehicle.”

  

  Business response

  01/04/2024

  Exclusive Imports sold you this car with a warranty in case of a catastrophic issue. We try to do that because with used cars it’s difficult to know everything about them. We do our part by getting proper shops to do state inspections and make sure the cars are road worthy before sale. We have been there for you every step of the way to help you resolve the unexpected oil leak. From the information we were told by the shops that the oil leaks have been taken care of and there was other things that needed maintenance done. From the information gathered, it seems to be that you have bought a vehicle that you can’t not afford the maintenance on. Vehicles need care at times to keep them running properly. We have given you our advice for proper care and maintenance for the vehicle and recommended shops for some issues to help you. From what we know, you are still able to drive the vehicle from ********* to ******* which means the car just needs some maintenance done versus having major issues. Just simple maintenance will help you get through the problems you are experiencing. 

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2013 BMW 535i from you on April 5, 2022. Since purchasing it, I had to tow the car about 2 weeks later when the car cut off to get gas, I could not get the car to start again. Since towing it, I have been taking the car to different car shops to diagnose and repair the issue.The first mechanic thought he fixed the car but the problem continued. The second mechanic tried fixing it but it stil cuts off after a while. I have taken the car to **** **** ****** in ********* and they diagnosed the issue and repaired what they thought was causing the car to not start. I drove the car for a day and after driving for about 15mins, i parked the car at home and when I tried to start it again afterwards, I couldn't get the car to start. It seems when the car runs after a while, it doesnt start back up after cuttng it off. I have returned the car to **** **** ****** so they can attempt to diagnosed the root problem of this malfunction. Ive paid for 2 repairs that has not fixed the issue with the car and i have been without a car since April. When I spoke to ***** when buying the car, he assured me that work was done and the car was good to go.I am writng you today to ask for help in rectifying this issue. Can i return the car. I have the invoice from the second mechanic showing all the error codes and the remaining error codes after attempting the first fix. I have not been able to enjoy this car at all since purchasing it from you in April. I cant afford to keep getting it towed and taking it to other car shops to daignose the issue as it seems like mechanics are having a difficult time figuring it out. I hope you would consider taking the vehice back. I want to resolve this issue without involving legal parties. I bought this car from you because you were recommended to me. Attached is one invoice paid. A few days ago the shop replaced a fuel pump and alternator but I dont have a copy of that at this time.

  

  Business response

  08/03/2022

  We surely do apologize for the issues you have been having with the Vehicle you purchased. Exclusive imports LLC sells all of our vehicles As-Is. Meaning that we are not responsible for issues after the purchase. When you came to the lot, you were with your mechanic and you guys test drove the vehicle and decided to purchase it. We gave you a discount on the car since you were not approved for the whole amount that our asking price was. You were also given the choice of adding a 3 month warranty on the vehicle and you declined. We can not be responsible for any vehicles and what shops customers take them too. Some shops do not have experience with BMWs as they say they do which might be the reason why the shop you are taking it to can’t get to the issue. We strongly recommend you take the car to the dealership and have them diagnose it with proper tools and knowledge. Again we do apologize for the issues but we are not responsible for any refunds or repair bills after the purchase of the vehicle. Thank you. 

• Initial Complaint

  03/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought my car 2008 bmw 535i for $6500 on 3/2/22 the same day I went to the car wash after getting a car wash I discovered that the sun room wouldn’t close properly then the headlight was out due to the car dealership failing to replace the headlight cap at the top as well as the back of the head light lamp back onto the head lamp which was told to me by an advanced auto employee when I went to purchase an$100 light then on 3/4/22 I was on on my way to get my sons hair cut the car check engine light came on an the car started shaking I pulled over into ***** to restart the car it was still shaking badly so I turned around to go Home I stopped at ******** **** again to get the car plugged up to see why my check engine light was on an what the shaking was about an the man gave me a 305 code saying spark plugs was out which was fine I made an appointment for bmw on 3/22/22 so 3/8 I went to the laundromat got a call from the sports clinic to not drive so I came home and parked haven’t moved I received my headlight I ordered on the mail came on 3/9 I called over my mechanic to see if he could switch it out I opened the car got in and opened the hood for him he looked at the light an said he didn’t have the tools to take the screws off so he closed the hood an took me to ******* to get the tool he needed unpin coming back I popped the hood turned the car on an attempted to turn the lights on an they came on for a second popped off an it started smoking I contacted the man I brought my car from he was nonchalant it went up in flames thank gif my children an I wasn’t in the car we could’ve lost our lives because of him selling this negligence

  

  Business response

  03/25/2022

  The BMW you purchased was in good working condition and did not have any issues with the lights, otherwise it wouldn't have passed a safety inspection. You contacted us at Exclusive Imports after you got your car washed, and only reported to us that your tag had been taken off due to the machines in the car wash. You did not contact  us with any other issues like the spark plugs or headlight problems. We are always here and dedicated to helping as much as possible to our customers even after the purchase! We had spoke the day when you said smoke was coming out of it after you guys fixed the headlight and I told you that most BMWs are very sensitive vehicles that require specialist attention, whatever has happened to your vehicle we were not present at the time so we can not be responsible for what the outcome has come to. We apologize for your inconvenience and glad that you were not hurt. Hopefully the insurance company will claim the vehicle and the loss on it.

• Initial Complaint

  08/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 2012 GL450 from Exclusive Imports was told he would replace the power steering issues and would provide $500 to fix the power steering. That never happened and since then the brakes locked up, the brakes shakes uncontrollably, the car over heated, and now the transmission is shot, AC compressor went it in close to 100 degree weather. I work from home and have not driven the vehicle over 1,000 miles in the 2 months that I’ve owned it. ***** has been unwilling to assist with any of the repairs to the vehicle. He has became hostile and refuses to deal or assist with anything after paying $16000 cash. The vehicle was purchased on 6/13/21. He was made aware of the issues on 6/27/21. I can provide all receipts needed for repairs done to the vehicle up until this point but with the transmission messed up I’m still unable to drive the vehicle.

  

  Business response

  08/27/2021

  Exclusive Imports LLC sold ********* the Mercedes Benz on a Sunday afternoon. ********* and her boyfriend had called to come and purchase that vehicle on a closed business day, they had test drove it for 45 mins and her boyfriend who is a mechanic and works frequently with German vehicles decided that they would purchase it. No one forced them to buy it that Sunday. Her boyfriend even brought his scanner to check the vehicle out to make sure it was a good running car. At the time they were very happy with it. They had ended up doing some upgrades to the vehicle within this time frame that shows no reason why someone would put money in a vehicle such as a aftermarket big screen radio if the vehicle is having issues. Exclusive Imports paid out in cash $500 to ********* for a driveshaft issue that her mechanic boyfriend diagnosed. Exclusive Imports asked for a receipt of the work that was performed with the driveshaft and they had actually bought brakes to put on the vehicle and did not want to provide receipts. They have been very threating and not respectful so in conclusion Exclusive Imports LLC will not be dealing with ********* any more. Thank you for your time! 

• Initial Complaint

  08/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This car was a rip off and it came with so many problems, a week after I brought it a oil leak and then my coolant went out in all in i spent over 1683.79 in a week getting this car fix i paid 10,000 for it and the salesman knew it had these problems and he only said he would buy the pump and not help with nothing else not even let me exchange it out, he has been very mean with his words it was brought at exclusive imports in Roanoke, VA and my prayer is that he is stop and he doesnt do more people like he has done me. I still have another 1000.00 of work that has too be done. I purchase this car on August 8 2021 and has had to put this much work into it and I cant believe people are allowed in a car dealer shop allowed to do this to people.

  

  Business response

  08/23/2021

  ******, it is very unfortunate that it has come down to the stuff you have said about Exclusive Imports LLC. We have done nothing been been as helpful as we can be. You purchased the VW Tiguan with no issues when it was on our lot. When you purchased it, we also included a 3 months warranty for a unfortunate event that were to happen. As you say your water pump went out unexpectedly, out of our good will, we bought and sent you a brand new water pump to replace it with. That is a wear and tear item that will go out in mostly any vehicle at any given moment. We helped out on the issue by providing that water pump. It is your responsibility to maintain the vehicle that you have purchased by your own will. We truly appreciate the experience with you and wish you best of luck in the future! Sincerely, Exclusive Imports LLC

  Customer response

  08/23/2021

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Because their is a such thing called a lemon law and you gave me a lemon car I had problems with a week of having the car and I told you about it and I am sure that you are not allowed to sale a car as is without telling the customer what is wrong with it and i could not use your pump because it would not be covered by warranty and you can have anyone inspect your car and give you all checks the people that looked at my car said 100 % he knew the problems i would face would this car and cant believe that he would sell this car with these many problems he should do  the right thing and pay for it cause i should not have to come out of pocket in my first 30 days almost 3000.00 that is not good car dealer that is scam artist in my opinion and if he did this to me their will be more he will do this too he saw the excitement in me i was buying my first car and did not know this is what i would be dealing with. So ALL I am asking is he refund me for the my repair work cause it was in my first 30 days and his warranty is horrible i can send that over if you guys want to see how he is getting over on people.  Regards, ****** ********

  

  Business response

  09/01/2021

  When you notified us about the issue you were having with the vehicle, we told you to bring it down to Roanoke so we can have our service guys look at it and find the solution. It was solely your decision to take it to the VW dealership per your convenience of not brining the vehicle to Roanoke. With it being the water pump, we would have gotten the issue taken care of roughly $600 for the entire repair. You declined that offer and wanted us to send you a replacement water pump as we provided to you, it was up to you and the VW dealership that you decided not to use that water pump that we provided. The warranty that you have with the vehicle when you purchased is the basic warranty coverage that covers powertrain components. If your engine or transmission were to completely go out to the point of no repair then the warranty company will replace those components. They do not cover wear and tear items such as a water pump. We are sorry that you have had to go through all this, but it all could have been taken care of very easily if you had brought us the vehicle and let us take care of it. Thank you.  

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