ComplaintsforExcalibur Auto Group Inc

• Initial Complaint

  08/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased a vehicle from Excalibur Auto Group in April 2024 is a 2015 VW Golf Excalibur stated the vehicle had been checked and serviced prior to placing vehicle on lot for sale. The car has had multiple issues since purchase misfiring on the 3rd cylinder in need of spark plugs(proven). Vehicle has leaks in the coolant(proven) leaks in seals/gaskets(proven) that require repair. Brought the vehicle in to be checked and left with the service department at Excalibur. Both times, the service department has refused to acknowledge or repair the issues. The tech said the leak in the oil seal was not bad enough to fix?? Upon driving the vehicle after the the last request for service, they said the battery was bad and needed a new one. Their quote was ****** higher than 2 other quotes by phone. So we had the battery replaced at ****************. Turns out the battery was fine, the vehicle had another issue that was draining the battery. Excalibur has refused to diagnose/service a vehicle they sold that was in bad condition. This was and is consumer fraud and abuse by Excalibur. The service employees from ***** to the technician have stated "we don't see anything wrong". This is an attempt to mislead us as the problems have been diagnosed by 2 other reputable mechanics, both concurring the diagnosis of the issues. I have tried to speak with the General Manager and no one will return calls. They are intentionally and willfully ignoring and refusing to service the vehicle or even stand by their contract of sale(warranty). I am seeking the repair or replacement of said vehicle immediately. I have all documentation from certified technicians and the Local VW Dealer. I allege Excalibur sells vehicles without doing standard safety and wear checks. I further allege Excalibur then pushes a warranty that they themselves won't honor to avoid actually repairing defective vehicles they sell. Documentation can be provided.

  

  Business response

  08/22/2024

  I called the customer on 8/22/24 at around ******. The customer answered the phone and then passed me to her mother. I listened to the problems they said they were having i tried to ask what we could do to help, she stated that we had our chance I ask again what we could do to help, and she hung up on me. I don't know what they want us to do. Please have customer contact me so we can figure out what they want us to do.

   

  *******************, President.

  Excalibur Auto Group Inc.

  *************

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/12/2024 I went to Excalibur Auto Sales dealership. I had a 2013 ***** Impala trading in for a vehicle that was more economical and low maintenance. The sales guy that was helping me his name was *********. On July 3rd moved to a new apartment and the ***** I decided to buy started to act up on me! I called the dealership about the situation and thought it was the battery on the key chain that needed to be changed. Still my car was acting up after that. I then decided to download a car fax through my car insurance and sure enough it showed that there's a recall all on *****s from 2018, which mine is 1 of them. I called the ***** dealership and they told me it's a waiting long time frame. Which my car is already acting up and I don't feel safe driving it. I went to the dealership thinking I got a good deal and not having to worry about any major maintenance after purchasing the vehicle! Now I'm dealing with this and having to wait so long. I need my vehicle for work, and at this point thinking about just riding my bike to work. I don't feel safe driving the car. My complaint is, why would they sell me a car them knowing the car had major issues. Which I'm very upset about and I shouldn't have to wait so long to get my vehicle fixed! When I also called Excalibur about my car having issues. I wanted to bring my ***** to see if that was the problem, or if it was because of another issue. The lady over the phone was not wanting to do a no charge bringing my car in to get it checked out. But when I explained to her about the situation and told her I shouldn't have to pay anything, she then had 2nd thoughts about it and said I could bring it in. But then I decided not too, because I know the problems that the lady explained to me over the phone was surely because of the gas pump. The lady also told me that they had all there *****s on hold and not selling because of the reason of the recall. I then didn't say nothing to her and was upset of the situation.

  

  Business response

  08/23/2024

  We have resolved this issue with the customer, we have her car and are waiting on parts from ****** she has a loner car. If there are any other questions, please let me know.

  *******************, President

  Excalibur Auto Group Inc.

  *************

• Initial Complaint

  06/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2014 Kia ******* from Excalibur on 5/27. I traded my ***** cruze in and also paid them the remaining balance in full in cash and took possession of the car on 5/28. Within 24 hours of driving the car the check engine light came on and within 3 days it started having other problems like not starting and the push start remote sometimes doesn't work. I have both been to Excalibur and called numerous times about the issues,they do not seem concerned. They scanned the engine code and said it needs a catalytic converter, which 3 weeks later they have still yet to do that repair. I am a single mom, living on low income, and have saved for years to buy this car that they said was a good car and had no issues. I have had to take off work early and miss work sometimes due to the intermitten no start issue that they are not concerned with fixing. I took the car to my mechanic to try and get help to diagnose the problem which costed me $225 and he found that the car needs $2,473.54 in repairs for the leaking head gasket and neutral switch and he said if these repairs are not done that the engine will blow. He gave me statements, paperwork, picture and video evidence to give to the dealer to ask for the repair to be done and when I went to drop it off, they took copies and told me the manager ***** would call me, it has been about a week and he still has not called me and is dodging my phone calls. The other manager ***** knows the remote is not working and told me to replace the battery in it which I did, and it is still not always working properly so it is a faulty remote which I have asked that they replace and they have refused that as well. I feel like I gave them my life savings and they need to make it right by repairing all the issues- the catalytic converter, the head gasket, the neutral switch, a new key fob, and diagnose and fix the no start issue. I am very disappointed in their dishonesty and uncaring, unapologetic attitude in getting this issue resolved.

  

  Business response

  07/14/2023

  07/14/2023
  TO WHOM IT MAY CONSERN
  RE: ************************* COMPLAINT
  Ref # ********-BE496
  
  
  
  We received a call from ****** shortly after her purchase. She stated she was having a couple issues with her vehicle. We had her bring it into service right away at no cost to her. Our techs scanned it and found that the Catalytic Converter was beginning to fail. They could not duplicate the key fob or no start issue, as it was working as designed during the time we had it. There were no other codes,current or historic, stored in the computer.  We agreed to replace the Catalytic Converter which had to be ordered and was a couple weeks out. We also agreed to continue to diagnose the key/starting issue during her future appointment to replace the Catalytic Converter.
  We completed the above-mentioned diagnosis, ordered the Catalytic Converter and had her appointment scheduled all at no cost to her, prior to Ms. ******* complaint even being filed.
  At her appointment we replaced the Catalytic Converter. We were also able to duplicate the intermittent issues she was having and replaced the neutral safety switch to remedy the key fob and no starting issue. During her appointment **************** stated that she had some concerns about a head gasket issue. We pulled all the covers to gain access to the lower head. We could see residual coolant around the head gasket.
  We have agreed to repair the head gasket, again at no cost. This is a huge job and once disassembled must go to the Machine shop. Their first available appointment is in August. We have offered a loaner Vehicle for **************** to use during her appointments with us. She is currently scheduled to have her vehicle worked on here Aug 7th.
  **************** Vehicle was sold as/Is and out of Manufactures warranty. **************** also declined to purchase any extended coverage at time of purchase.
  Vehicles are mechanical and always require maintenance and repairs. We have performed all repairs and scheduled her future appointment, In a timely.
  Being that all of **************** issues developed shortly after her purchase, and that we pride ourselves on our customer service have decided to perform these repairs at no cost to her.
  
   Please Feel free to contact me with any questions or concerns,
  Thank you, 
  
  *******************, GM
  Excalibur Auto Group Inc.
  *************                                                                                                    

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased a 2016 Jeep Grand Cherokee with a "sticker price" of $18,700 from Excalibur Auto in *********, ** on 02/21/2022. We are ***** residents. On our drive home, about 100 miles after we left the dealership, the Jeep started making many noises and warning signals indicating the vehicle was not in safe mechanical condition. We called Excalibur the morning of 02/22/2022 to respectfully demand a refund and to return the vehicle. They declined. We then took the Jeep to a certified mechanic (************************ in *****, **) to have the damaged assessed. It was then the mechanic found the cause of the damage: incorrect tire sizes on the back of the 4wd vehicle. This caused the Jeep to sustain significant damage- which is not covered by the extended warranty we also purchased from Excalibur Auto, because the damage was caused by the tires and not a faulty mechanical piece or factory defect. So now we have a vehicle, thats only been driven home and to a mechanic, with damage caused by the selling dealerships negligence. They fail to communicate amicably, if at all. We wish to return this vehicle, have our loan cancelled, and never have part with this business again.

  

  Business response

  04/05/2022

  The Grabils purchased a used 2016 Jeep Cherokee from us on February 21st 2022.The Vehicle was inspected by our shop and had no know issues. The Grabils test drove the Vehicle prior to their purchase and again the vehicle had no issues.

  
  I received a call from ***** the following day and she had stated that the vehicle began to have issues approximately 200 miles from the dealership. Although the vehicle was sold as is, I offered to repair or pay to repair whatever issue had developed on the drive back to *****.

  
  They took the Jeep to ****** **************** in their Home Town as they lived about 250 miles from Our dealership.
  

  There inspection showed that on there drive home the rear transfer case had failed. Any mechanical failure on a used vehicle can frustrating and I apologized to the Grabils that it happened right after there purchase.
  

  I authorized ****** ********* to preform Necessary repairs. They Replaced the failed part and The Grabils picked up their repaired Vehicle on March 18th.
  
  Please Feel free to contact me with any questions or concerns,
  Thank you, 
  
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