Complaints

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Where to begin. The first lie would have to be their motto, We take care of our customers, no matter what. Like many other reviews Ive seen after the fact is you can automatically assume the list price is 2500 dollars more due to a car care package they add on for getting your vehicle ready to sell. I went in to buy a ***** Silverado LTZ and assumed it had adaptive cruise control. All the buttons and dash cameras are there, the steering wheel button to adjust for following distance was there, but come to find out 2022 models are hit or miss for the option actually being enabled. This was the only feature I was not willing to compromise on when looking for a new car. I had it on my previous *** package and yes, assumed it was there. When I came back to inquire what could be done, the salesperson even confirmed he thought it was on the vehicle as its on all LTZ trims. All I heard from the service department was the truck was sold AS IS which I already understood. Another deception was the truck was advertised Certified Preowned which was then advertised to come with a 3 month or 4500 mile warranty. The warranty program showed to cover ABS Brakes, Advanced Electrical, Fuel System, Air Conditioner, Differential and Drive Axle, ******************* Fluids and Filters, Steering, Diagnostics, 24 hour Roadside Assistance, and so much more!! Well when I took my truck to a dealership to see if adaptive cruise control could be added or enabled, they scanned for error codes and it came back with a few electrical and camera issues. I took it back to Non-excellent Auto and now the Certified Preowned warranty doesnt cover V8s and only covers powertrain issues. The vehicle was also advertised as having a non-smoking owner, survey says, that was a lie!! This place is a joke. I havent bought a vehicle in 8 years and was looking forward to getting something more up to date and keep most of the features I had on my Tahoe.

  Business response

  10/23/2024

  Here at Excellence Auto Direct we do in fact advertise all of our vehicle's with the options each vehicle comes with. We do not add or take out options on vehicle's each vehicle is VIN decoded and we ensure to make sure every customer signs as AS-IS BUYER'S GUIDE which states customer understands they are buying the vehicle as it comes AND AS-IS DEALER'S DISCLOSURE which states customer understands the vehicle comes as is and as sold. Customer is requesting the dealer to add cruise control that is not something dealer's for safety issues are allowed to do the MANUFACTURER did not add cruise control when made.

   

  Regards,

  Excellence Auto Direct Team

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2019 **** edge from excellence Auto Direct with the help of salesman *** and *******. A 2500 car care fee was added to the price and was non negotiable. The fee was supposed to cover a 125 point inspection to include breaks, spark plugs, gaskets, seals, painless dent repair and check all fluids among other things. The car was shipped to my home In *********** with all engine fluids low or completely empty. Break fluid was empty, radiator coolant was below the safe operation level, windshield cracked directly in driver line of sight which will fail state inspection. Break rotors warped, car has dents so no pdr was done. Spoke to sales manager on Saturday 7/20/24 and addressed my complaint, he advised me to fill the fluids myself. I requested they refund my 2500 car care fee since the car was not inspected, the manager just gave me excuses and the run around.

  Business response

  08/19/2024

  The customer has purchased the vehicle at discounted price and DID NOT PAY full $2,500 for reconditioning. All the services were already performed by our service department and around $3,500 has been spent to get the vehicle ready for sale. He has agreed to buy the vehicle as is and there is no refunds of any kind are going his way. 

  Customer response

  08/20/2024

  Complaint: 22023764
  
  I am rejecting this response because:

  The car is not the issue, the issue is that I was charged an additional fee for services to be preformed to the car and those services were not done. When we spoke on the phone you agreed to refund me half of the fee and I agreed however you never got back to me. If you look at all the complaint made against your dealership on the BBB everyone was charged the same fee and you defe d the fee by stating it is clearly posted on the website that the 2500 fee is added to every purchase. No I'm the only one that wasn't charged that fee clearly listed on your website. In all the complaints made against your company you make excuses to try and justify your shady practices but you don't offer any real solutions. Despicable. You need to resolve this issue and refund my money or you will be hearing from my attorney. I have everything in writing and I recorded our phone conversation were you agreed to refund me half of the car care fee. I've also submitted my complaint to the attorney general consumer division. 
  
  Regards,
  
  ***** ********

  Business response

  10/23/2024

  Here at Excellence we do understand the customers frustration one hundred percent however, the customer was offered services to protect his vehicle which were declined by him. He signed a waiver of service contract and signed the as-is buyer's guide along with the as-is dealer's disclosure. We offer all of our customers options to protect their vehicle(s) if they decline we do have a process for them to sign that the service protection options were declined to continue the process of signing of the set deal

   

  Regards,

  Excellence Auto Direct

  Customer response

  10/23/2024

  Complaint: 22023764
  
  I am rejecting this response because:

  This has nothing to do with the extended warranty. My complaint is that you charged me a 2500 car care fee that was supposed to cover a 125 point inspection among other things and nothing was done to the car. I received the car with empty egine fluids and warped brakes. Legal action has already been taken. You have already received notice from my attorneys. Any further matters need to be directed with my attorneys, Sergi & associates.

  
  Regards,
  
  ***** ********

• 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

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction - 9/6/2023 Repair costs: $14,048.83 When we purchased the vehicle the engine light was on. We were told it could be repaired when we got home. Quote from Mechanic at Granite Buick GMC in ********** "Bad repairs on truck and everything was just hanging not attached."This vehicle was inspected at the dealership; according to ****** report on three occasions. On July 1, 2023 the engine was checked, oil and filter changed. Damage was visible and should have been noted by the mechanics on any of these occasions. It is our opinion that the mechanics that inspected this vehicle are trained and have the knowledge to notice the missing wires and detached parts before the cab had to be removed to locate the remaining damage. We are also suggesting fraud. When we tried to obtain warranty coverage, we were declined because the dealership had the title classified as a ***************************************** explained to us the vehicle had more damage than "Minor;" therefore; our coverage resulted in a higher premium. This is a misrepresentation of the status of the vehicle.We have sent the initial letter of complaint on March 6, 2024; Certified mail. Follow up letters via e-mail. We have heard from the finance people on refunding the warranty we purchased; but nothing regarding the needed repairs to make this vehicle safe to operate. We are asking your help in resolving this matter. It is more than just a simple "Sold as IS" repair.Letters to the above mentioned people are attached.

  Business response

  07/13/2024

  Thank you for reaching out to us with your concerns regarding the vehicle you purchased on September 6, 2023. We understand how frustrating and inconvenient this situation must be for you, and we sincerely apologize for any distress this has caused.
  

  We have thoroughly reviewed your complaint and the attached documentation. We acknowledge the significant issues you have encountered with the vehicle and appreciate the detailed information you have provided.
  Regarding the purchase and subsequent issues, it is important to note that under Texas law, vehicles are typically sold on an "as-is" basis unless there is a written warranty or service contract provided at the time of sale. This means that, unfortunately, once the sale is finalized, the dealership is not obligated to cover repairs or address conditions that arise post-purchase.

  Our service contracts are component listed and they do cover anything mentioned. We do have the option of cancelling your warranty. Please call in the dealership and ask for finance if you have not yet done so to cancel your warranty if you want to opt out.

  We truly regret any inconvenience this has caused and hope to assist you in resolving this matter as smoothly as possible. Please let us know if you would like to proceed with the inspection or if there is any other way we can be of assistance.

  Regards,

  Excellence Auto Direct team

   

  Customer response

  07/16/2024

  Complaint: 21882271
  
  I am rejecting this response because: The vehicle was not safe to operate.   The dealership's mechanics did not report or notice the damage which was very visible.

  We would like to corporate to receive some remuneration to avoid going to an attorney.

  We have been working with the finance manager - Finnis - on the warranty since March.   He has failed to complete the necessary forms to cancel the warranty.   We have spoken with the warranty company on several occasions regarding the correct procedures that the dealership needs to do to cancel the warranty.  We believe the dealership is going to continue to send excuses to avoid paying this warranty refund.   The dealership is responsible for the payment.  We do not have to prove anything to the warranty company;   We do not have to prove that the vehicle was sold, or in order for them to pay us;  The warranty company does not pay the customer; it is the responsibility of the dealership. Do I have to go to an attorney to get this money also.   

   

  
  .
  Regards,
  
  ******* And ****** ********

  Business response

  11/06/2024

  As we've mentioned in the previous response, we have cancelled your coverage and the refund was already credited back to you. Our service department had addressed all the related repairs and the vehicle was sold as is due to the age and mileage. We are not a vehicle manufacturer and can not control build quality. 

   

  Regards,

  Excellence Auto Direct Team

• 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. 

*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. ↩