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Initial Complaint
01/24/2025
Complaint Type:
Sales and Advertising Issues
Status:
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.
I purchaseI have recently acquired a 2018 ********** with the *** number ***************** on January 10, 2025. However, I have encountered an issue with my insurance company notifying me that the vehicle is not insured due to it not being registered in ********. They assured me during the purchase that they would handle the registration process and that I would receive my plates by mail, but I have yet to receive them. As a result, I am unable to insure or drive the vehicle. Despite my attempts to contact the seller, I have been unable to get a clear response. If you could assist me in resolving this matter and providing me with some answers, I would greatly appreciate it.
Business response
02/03/2025
The registration documents are with NY DMV and will be processed shortly. We provide a temporary 30 day plate to allow for DMV to process permanent plates.
Initial Complaint
01/17/2025
Complaint Type:
Customer Service Issues
Status:
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.
I am writing to formally file a complaint against Excel Auto Lounge, a dealership from which I purchased a 2020 ************* S-Class on November 9, 2024. The dealerships actions, or lack thereof, have caused significant financial, legal, and emotional distress.The agreed-upon terms of the purchase were $42,000 out the door, including the promise of four brand-new tires to be shipped to my home. However, the tires were never delivered. I was also provided with a temporary tag that expired on December 8, 2024. Despite repeated promises and numerous follow-up calls, the dealership has failed to send me the vehicle title or any of the required paperwork.The issues escalated when my bank contacted me regarding overdue loan payments. According to the bank, the loan amount was $40,000, which is inconsistent with the terms of the agreement. I had made a $10,000 down payment and expected a loan of $32,000. Upon reviewing the documents provided by the dealership, I discovered an undisclosed invoice reflecting a higher price. This document appears to have been hidden in the paperwork and was not presented during the ************** a result, I disputed $10,300 on my credit card and am awaiting a resolution. However, the lack of proper documentation, including the title and corrected loan details, has left me unable to legally register or drive the vehicle. My car is sitting at home without plates, and this situation is also negatively impacting my credit.Excel Auto Lounge has been unresponsive to my repeated attempts to resolve these issues, and their behavior appears to be deceptive and in bad faith. This situation has caused me significant hardship, and I am seeking a resolution to avoid further financial and legal damage. Please let me know if you require additional documentation or information to proceed with the investigation.Thank you for your time and assistance.
Business response
01/28/2025
We reject any of the complaints the customer may have against ********************. All numbers were discussed and explained to the customer. All the documents were signed by the customer and they have agreed to all numbers. Title work is with the state of MI and is being processed. Unfortunately, we have no control of any ************************ and the speed that they process their work. We also tried to work with the customer and offered to reimburse for tires at any tire facility near his residence. WE will be filing a legal claim for the disputed amount of $10,000
Customer response
01/29/2025

Complaint: 22827029

I am rejecting this response because:
Unfair Dealings and Deceptive Practices: A Personal Account

Purchasing a vehicle is a significant financial decision, one that requires transparency, trust, and clear communication between the buyer and the seller. Unfortunately, my experience with this particular transaction was anything but fair. From the initial agreement to the final signing of the paperwork, I encountered misleading information, a price change I was unaware of, and unfulfilled promises regarding the vehicles condition and additional components. This situation has not only caused financial strain but has also highlighted the unethical practices that some businesses engage in to take advantage of consumers.

From the beginning, I was shown paperwork that clearly stated the total price of the vehicle as $42,000, out the door. This amount was agreed upon, and I proceeded with the transaction under the assumption that this would be the final cost. However, when I was later called back to the office to sign the official paperwork, I was not made aware that the price had been changed. Believing that the documents reflected the original agreement, I signed them without realizing that a higher amount had been entered. My bank is also notified me that I still owe ****** when I had paid ****** as well- this has become an issue now too. Therefore It was only after the fact that I became aware of this discrepancy, at which point the dealership had already locked me into a deal that I did not consent to.

Beyond the issue of the price change, there were additional promises made by the dealership that were not fulfilled. Specifically, they had assured me that four tires would be shipped to me as part of the agreement. However, despite their verbal commitment, these tires were never delivered. Additionally, the windshield issue, which they had acknowledged and agreed to fix, remains unresolved. These failures to honor their commitments further illustrate the dishonest and unprofessional manner in which this transaction was handled.

This experience has left me feeling deceived and frustrated. Purchasing a car should be a straightforward process, with all terms and conditions clearly outlined and agreed upon by both parties. Instead, I found myself unknowingly signing paperwork that did not match the original agreement, while also being misled about additional repairs and parts that were never provided. Such deceptive practices not only damage trust between consumers and businesses but also highlight the need for stricter regulations to prevent others from falling into similar situations.

In light of these events, I believe that the dealership should be held accountable for their actions. They should honor the originally agreed-upon price of $42,000 and fulfill their promises regarding the tires and windshield repair. If they fail to do so, further action may be necessary to ensure that they are held responsible for their misleading and unethical behavior. Consumers deserve honesty and fairness when making major financial decisions, and it is unacceptable for businesses to take advantage of their trust.

Regards,

******** ******
************
Business response
02/05/2025
WE have all the signed documents by the customer and they were aware of all the numbers. WE have complete the motor vehicle work and the state has sent us back plates and registration
Initial Complaint
01/16/2025
Complaint Type:
Sales and Advertising Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
On October 25th, 2024 I walked into an Ideal auto group with the intent to purchase a car. I went with intent to spend a certain amount, but when I got there the vehicle price was significantly higher than what the dealer asked for in advertisement. Despite that, I was still considering purchasing the vehicle and put down a down payment of $4,120, tax included, I was advised that if I changed my mind I will be issued a refund. A week later, November 5th, I contacted the *** and told him I will no longer need the vehicle and wanted a refund and was advised to go in. The *** that helped me was not present but someone else assisted and assured me that a refund was issued on November 6th. After a few days and not seeing a refund I contacted my bank and put in a dispute, as contacting this business is close to impossible. A credit was issued, pending an investigation. December 30th I received a letter from my bank stating that the credit will be removed from my account based on correspondence from *****. My bank advised me that the merchant disputed my refund and stated I will have to go to the merchant to discuss my refund. I went to the business and was told that in order for me to receive a refund they need to locate the funds that is not in their account. I asked for something in writing, this time, as trust no longer exist for this business. I have been trying to contact them to find out whether they have been able to account for the missing money and was transferred to a disconnected call and when trying to call back being met with a voicemail. If I am entitled to a refund, which 3 separate ***s at the business has stated, why am I having so many problems with this business? The salesman that helped me was in communication with me and is now ignoring my messages and was transferred to a different dealership, according to the front desk at the dealership.
Business response
01/23/2025
According to our accounting and credit card processing company, the disputed amount was credited to the customer. We would need proof that the funds were taken out of the customers account and we can issue a refund.

Customer response
01/23/2025
If the only document you needed was proof that the funds were removed in the original transaction and then when you disputed my claim with documents completely unrelated to me, why not ask for that the day I was there?? Instead, I have been put through different hoops for a refund. Someone needs to contact me so that I can provide this information and receive my refund, I have not been able to speak to someone live without being disconnected and I cannot put my bank information on this site. This is horrible service!!
Customer response
01/24/2025

Complaint: 22819239

I am rejecting this response because: If the only document you needed was proof that the funds were removed in the original transaction and then when you disputed my claim with documents completely unrelated to me, why not ask for that the day I was there?? Instead, I have been put through different hoops for a refund. Someone needs to contact me so that I can provide this information and receive my refund, I have not been able to speak to someone live without being disconnected and I cannot put my bank information on this site. This is horrible service!!

Regards,

****** *****
Initial Complaint
01/15/2025
Complaint Type:
Sales and Advertising Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
On 11/23/2024, I purchased an automobile from this dealership and was never shown the contract until after the deal was complete. They charged me way more money than what agreed upon with many hidden fees. Got me to agree to a 5000 dollar pro pack which they said was included with the purchase. They also lied about how many people had previously owned the car. I contacted the previous owner and they forced the dealership to take back the car due to several problems. In addition, the car had several problems after I purchased it. There was problems with the heating and air conditioning. After they fixed it, it failed an inspection and had a check engine light. Finally, on New Year's Eve the car completely broke down. It cost me 250 dollars to tow it back to them and it took them 2 weeks to fix it. I no longer want the car.
Business response
01/23/2025
Every customer that purchases a ******* has service and towing coverage through the program. Feel free to contact us and we will schedule a service appointment to repair your vehicle.
Customer response
01/26/2025

Complaint: 22817253

I am rejecting this response because:

Regards,

***** ******
Customer response
01/30/2025

Complaint: 22817253

I am rejecting this response because:

After it fixed the car still have problem ,half of touch screen not working , heating not working good , and it unfairly charge the price , I just want return the car .

Regards,

***** ******
Initial Complaint
11/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I bought a used 2018 Nissan Rogue on September 21st. Ever since then the car has been at the nissan dealer service department for about a month. After a couple of days, the car stopped turning on. When it was taken back to the dealership where it was purchased, they did not do much besides drain the sunroof. The service technicians at the dealership acted like they didn’t know what was wrong with the car. Then our car stopped working again and we had it towed to a nearby Nissan dealership around Columbus Day weekend. The technician there told me today we were sold a lemon. The vehicle had extensive electrical corrosion from water damage. They replaced the fuse box, as well as the ICC unit which has set me back almost $3000 so far. And the car still doesn’t work because they fear there is further corrosion deeper in the car. I’ve spoken to Elizabeth at the dealership and was told their service department would most likely not approve reimbursement of having the car repaired, even though the Nissan technician told us we are not at fault as the car was not fully serviced at the time of sale and would not pass inspection.
Business response
11/04/2024
This vehicle was serviced and had no issues prior to the buyer taking possession. Customer did purchase extended warranty and are more than welcome to put a claim in. We would be happy to work with the customer and resolve their issue.
Initial Complaint
10/04/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
We purchased a 2011 Dodge Caliper for my daughter ******* on August 12th, they have failed to produce the title and registration after we paid the extra $350 change for motor vehicle services and the car is paid in full. The temporary expired on September 13th and they issued an extension letter which expires on October 13th. No one is answering emails or returning phone calls. This is a problem now because the insurance company is threatening to cancel the insurance on the car if we don't produce the registration or title. Also, the inspection is expiring at the end of this month. I have asked them to give me the title they have and a refund for $350 so we can do it ourselves. This car needs to be legal. We don't need to be pulled over by the police for something that can be resolved very easily. I have a feeling they don't even have a title. Don't know what to do at this point, we need this resolved immediately, as this is very frustrating. Thank you.
Business response
10/07/2024
TITLE WORK IS BEING PROCESSED IN NJ MVC. IF YOUR TEMPORARY PLATE IS EXPIRED, WE CAN ISSUE ANOTHER ONE. FEEL FREE TO CONTACT THE STORE.
Customer response
10/07/2024

Complaint: 22382153

I am rejecting this response because:
We need the title and registration to inspect the car. The inspection expires the end of October 2024. We have been waiting 7 weeks for these documents and this is unacceptable. The car was paid in full on August 12th. Thank you.

Regards,

Madeline Isenegger
Initial Complaint
09/18/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Tuesday, September 10th, 2024 I stopped by the dealership around 7:00 PM to test drive and purchase a vehicle. The exact vehicle I was interested in was a 2018 Jeep Grand Cherokee. When I arrived to the dealership, I had to wait approximately 1 hour before I was helped. My salesman was helping another person and me at the same time which is completely unprofessional. After test driving the vehicle, I entered back into the dealer and told him a few issues I had with car and that those issues would need to be addressed. He assured me that the issues would be fixed and that would be put in writing in the contract. He then proceeded to bring a sheet of paper over to the table I was at and suggested I put down over $8k and have a monthly payment of $650-$750. I asked him if this is what the lenders were asking and he said no that it was just to get an idea of what I am willing to do. I told him what I was willing to do and he asked me for a $100 bill to bring to the finance manager to prove that I'm a serious customer. I explained that I did not have a $100 bill and that I only had $50's. I gave him that and after hours of waiting and back and forth, I was never told any solid financial information. I did not get told my rates, payment or terms despite them running my credit a bunch of times. It finally got past 10:00 PM and he explained that his manager would have to check with the owner to get approval for a deal because they'd be taking a $10k hit on the car. He told me that he'd reach out to me the following day around 11:00 AM. After I left i had completely forgot about the $50 bill he took from me. The next day came and I did not receive any phone calls or texts from him or the dealership. Despite my numerous outreaches to the salesman and dealership, I was unable to get in contact with anyone. I have requested my $50 be mailed back to me multiple times and I am tired of asking. I am requesting a full refund of my $50 as no deal nor purchase was made.
Business response
09/18/2024
WE will send a refund check ASAP
Customer response
09/18/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,
******* ******
Initial Complaint
09/03/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I was lied to and persuaded with fraudulent information from 4 car dealers from this car dealer ship.these dealers assured me I was getting a good deal.Aweek after I made purchase my vehicle was robbed because the doors did not have locking capability.I sent them the vehicle back they fixed the side doors but never repaired the back door,Mind you I have a promissory note to fix the back door from car salers.I also had a promissory note to Make a1700 dollar payment towards the 4 thousand dollar down payment at time of purchase.I followed up with my payment but this car dealer excel auto did not follow up with its own promise to repair my back ******** month later the transmission has gave out I am stuck with a vehicle I cannot drive move or operate.and I still have nearly the entire balance left on the gmc ******* 2016. I had this vehicle since June 8 ******* less then 90 days this van has gave out on ******* do you not inspect a vehicle before sale?How can you commit to such a sale knowing your selling a lemon.With mechanics at your car dealership it is know possible way you did not know you was selling a car with a totaled transmission.
Business response
09/04/2024
WE did complete everything promised. If the back door stopped working, you should have brought the van back and we would have fixed it. The van was fully serviced at the time of sale. It is unfortunate that transmission went bad, butyou do have a third party warranty
Customer response
09/05/2024

Complaint: 22232506

I am rejecting this response because:
My back door is still broken you have never repaired my back door so stop ******** transmission is broken and your leaving it up to me to repair.

Regards,

**** *******
Business response
09/05/2024
Feel free to schedule an appointment and we will check your back door and transmission.
Customer response
09/10/2024

Complaint: 22232506

I am rejecting this response because:

You needed to pay for tow you know my vehicle is located in ***************I paid for a tow and to have a shift cable.costed me 500 dollars 9/9/24

Regards,

**** *******
Business response
09/12/2024
Please contact us so we can resolve this issue.
Customer response
09/15/2024

Complaint: 22232506

I am rejecting this response because:

Regards,

**** *******
Initial Complaint
07/16/2024
Complaint Type:
Product Issues
Status:
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.
The store is all fake, they do promissory notes for the bank and every car hasnt been through service and there pro pack is fake, just a cover up of operating business. The owner ***** is a criminal.
Business response
07/17/2024
THIS REVIEW HAS NOTHING TO DO WITH THE BUSINESS. THIS IS A DISGRUNTLED EMPLOYEE WHOME WAS LET GOT DUE TO SUBSTANCE ABUSE. EVERY WORD IS A COMPLETE LIE
Initial Complaint
05/25/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
We went to the dealership to purchase a 2018 Jeep Compass advertised for $11,982. After test driving it we went inside to work out the financial details. The sales person told us that they cant sell the vehicle for the cost listed on their website. We were told that the price listed on their website is their cost and that they posted the price online to get customers to come in the door. Furthermore we were told via the online sales person that the car would come with a warranty. Our salesperson told us that was a lie to get us to come in. *********************************************************************************************
Business response
05/28/2024
All advertised price on line is finance option only. We disclose it on our website for all customers.
Customer response
05/28/2024

Complaint: 21761366

I am rejecting this response because:
No Where on the website does it state that
*********************************************************************************************
In addition the salesperson never mentioned that and said that we would discuss financing after the deal had been finalized. Would you like the salespersons name?
I also have this a text from their online sales, which states the vehicle comes with a warranty. See attached screenshot. The salesman in their office told us he was lying.

Regards,

*************************
Business response
05/29/2024
ACTUAL PRICES AND PAYMENTS MAY BE DIFFERENT. Financing payment calculations are based on APR and term, and do not include manufacturer incentives and rebates. Available on approved credit and not all customers will qualify. This tool should be used as a guide, and all finance terms must be verified before a sale is complete.
This disclaimer is on our website.

WE would like to get salesperson name.
Customer response
05/30/2024

Complaint: 21761366

I am rejecting this response because:
Please read previous comments made by you in this complaint. You mentioned the prices are based on financing with you. That is not what you disclaimer states. It states that they are subject to change, not the same. In accordance with BBB policy, I'm not allowed to give names in my complaints. Feel free to email me, which you have several times, at ***************** Bottom line is the vehicle is listed on you site for $11,992.00. Anybody would expect to come in and buy the vehicle for that amount, minus taxes, tags/registration and misc. documention fee.

Regards,

*************************
Business response
05/31/2024
As per our previous response, every vehicle comes with a disclaimer. We highly encourage you to call into the store and speak with any of the sales managers for better explanation.

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