Complaints

• Initial Complaint

  10/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i traded in a bus that i still owed ******* on and they gave me ******* for the bus to pay it off and it's been almost 4 weeks and i'm behind on the payment that they never paid off and the 2020 jeep i got and it blew oil in less than 24 hoursit still has a warranty but i now have 2 vehicles i owe on and can't drive either one.I have e-mailed them,called them and no return call.

  Business response

  10/28/2024

  [BBB Transcription via Attachment]

  I am writing in response to the recent inquiry regarding Ms. ************ concerns.

  First, I want to confirm that the payoff for the bus was sent in a timely manner; however, we understand that mail delivery can sometimes be slow. We made the payment directly to the lien holder, and there were no payments made by Ms. *********** on behalf of the bus in question. Additionally, there was an amount that was not originally calculated along with the bus payoff, and we have issued a check for that as well.

  Regarding the 2020 Jeep purchased as-is, we have attached the signed agreement to this response. Ms. ************ warranty remains valid and can be utilized at any **** certified dealership. They will be able to provide her with information on how the warranty applies, including any applicable deductible amounts.

  We value our customers and are committed to resolving any issues they may have. If you need further clarification or assistance, please do not hesitate to reach out.

  Thank you for your attention to this matter.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Warranty coverage and possible odometer tampering.The warranty company informed the shop I took my car to that they ran a Carfax on my car and it stated the odometer had been tampered with.I notified Exceptional and they stated the mileage was actual and the Carfax meant nothing.

  Business response

  10/15/2024

  I hope this message finds you well. I am writing to acknowledge receipt of your recent correspondence regarding the vehicle purchase in question.
  I would like to clarify that we have a wet signature confirming that the buyer reviewed the Carfax report prior to the purchase. Additionally, we have documentation indicating that the vehicle was sold "as is." The Carfax report mentions potential tampering,"potential, not factual" suggests a distinction between something that could happen or exist (potential) and something that is known to be true or proven (factual). Neither do not directly involve Exceptional Motorcar, this being stated "potential" was in fact  well before we took possession of the vehicle, when we took possession we verified the miles were true to the carfax and odometer reading on the vehicle in question. 
  We appreciate your attention to this matter and are committed to cooperating fully. Please let us know if you need any further information or documentation.
  Thank you for your assistance.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a vehicle from exceptional motorcar on **** 10th, 2024. Car was seeming great. 4 days later **** 14, 2024 i checked the oil and it was empty. There was a huge oil leak. I got ahold of the dealership and they got it taken care of. **** 19th, 2024 the car started having safety issues. My wife was crossing a highway and the car seemed like it was trying to just shut off, didnt have much power with semis coming in her direction. If the car would not have woke up and got her crossed the highway it could have killed her! I then called exceptional motorcar where we got the car and I explained to the manager what was happening and he said they are not going to fix it with a rude attitude. My wife then called and he was VERY rude to her. While she was explaining everything to the manager her did nothing but laughed at her and tried to nag her on by interrupting her, laughing at her while she is trying to talk. The managers name we talked to is ****** and his behavior is out of control with his customers. When my wife asked if she could talk to his boss he said I am as high as it gets.

  Business response

  06/25/2024

  Customer bought a pre-owned vehicle from us 6/10/2024 and understood the vehicle was As-Is. A few days later they called in and stated that there was an oil leak, so *************************, our sales manager, told the customer to bring the vehicle in and we'd take a look at it. We fixed the issue for the customer that day and they said they were good to go. About ************************************* again, stating that they almost died while crossing over a highway. ****** asked them what do they mean, they said a check engine light came on and flashed at them and they had no power. ****** explained to them that, that could be a number of things and not known until a ***** dealership looks it. ****** did let them know they did in fact purchased a service contract that works with most car dealerships, such as Ford, *****, GMC, etc. They wanted something done that ******************** explained that we do not have a service drive that takes appointment like a traditional dealership and they're best bet if they were worried about safety would be to take it to the ***** dealership here in town.

  Not at any point of the conversation did ****** laugh at, discourage, raise his voice or make rude remarks to the customer. He was calm, quiet and professional during the phone call. The customer was upset, and screaming. After the wife called the husband called screaming at ******, saying he sold him an unsafe car. The customer then asked to speak to someone higher than ****** and ****** let them know at that time, there was no else in the building. 

  The customer then continued harassing the dealership and it's sales team, by calling over and over again the next 2 days, asking to speak to someone other than ******.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a truck on Wednesday, 11/8/2023. I was told that my truck was not detailed and they needed to replace sensors. They said within 48-72 hours I would have it. On Friday, 11/10 I called and they said it would be ready on Monday. I pick it up today 11/13, it is still not detailed like they said it would be. They cashed my down payment of $4,000 and filed my loan paperwork immediately, after 5 days my truck is still not detailed & they took twice as long as they said it would.

  Business response

  11/20/2023

  In resolution to this complaint, we called the customer at the number provided.  Upon examining the complaint, he purchased the vehicle around 6:30pm on Wednesday.  48 to 72 hours started on 11/09, the next day.  Our service department does not work on Weekends, which the customer was aware of.  This makes the end of the business day Friday "48 Hours", and the end of the day the following Monday would be 72 hours.  Cashing a check the day after it is written is common business practice.  It is also common that when an Automotive Dealer has a vehicle that passed safety inspections with parts ordered, they send the deal to the bank immediately to ensure there are no issues in funding.  This customer also gave the dealership fictious spelling of their last name, which could have caused major issues when titling the vehicle.  When asking the customer if detailing it would resolve it, he said that he already did it, and then he proceeded to hangup on us.  

*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. ↩