Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was guaranteed a working ****** outback 2011 for ***** dollars and specifically asked for a guaranteed working transmission. Not only was I lied to, they discarded the warranty paperwork on the transmission to deny any further involvement. I want my money back as I have sunk over 1,000$ in this car as it is. It has only been 3 weeks! I couldve died!

  

  Business Response

  Date: 03/31/2025

  Hello, I hope this response finds you well. This customer checked out the vehicle, test drove it, and we offer a no pressure sales environment. He was offered a service contract that was declined, he also declined the contract cancellation and signed multiple AS-IS no dealer warranty documents that can be provided upon request. We value our customers satisfaction and even sent him complimentary brakes and rotors after the sale. He contacted the dealer and said he took the vehicle in to a ****** dealership and they confirmed that it was the engine mounts not the transmission. Following that conversation, he called back days later and stated he is having the same issue. I advised him to contact the ****** dealership since he paid them for the repair and diagnostic. The repairs were done at a ****** dealership per ***** and I would strongly advise him to contact them. ***** did send multiple messages to the dealership apologizing to us and we appreciate his apology and understanding. At this moment, ***** made the repairs else where, we are willing to offer $200 for his satisfaction and solely out of good faith. 

  Customer Answer

  Date: 04/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
   
  If they are willing to give back 200$ of the work Ive already had to put into it I will accept. Please dont back out on this as I have already been completely screwed over due to these problems with the vehicle.

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently traded in my running 2007 Jeep Wrangler for a 2016 F-150 from Excel Motors. While my husband and I were there signing paperwork. The manager *** said if anything happens to the truck please let me know and I will make it right. Well he has not stood by his word. I started having problems right away. First the heater wouldnt work. So I called the dealership and *** told us to take it to a shop to be looked at. So we did, the mechanic said it was the water pump. I called several times letting *** know that it was the water pump and it needed to be replaced. He never contacted me back. So I paid to have it fixed $672.00 later, I was able to drive it home. A few days later I had to go to town and then the truck started acting up again. All of sudden a wrench came up on the dash, I looked in the rear mirror and lots of white smoke was coming out. Throughout this whole process I kept an eye on the gauges and it never overheated while I was driving. I pulled over and called a tow truck to tow it back to the shop. Now I am being told that it needs a whole new engine. The dealership has only offered to pay for half of the repairs that they feel needs to be done. The dealership wants to replace the head gasket and not the engine. I feel like I got ripped off and will always be fearful of all dealerships. Please somebody help me figure this out. I really dont want to be paying for a lawn ornament!

  

  Business Response

  Date: 02/27/2025

  We have been in contact with the customer in timely manner. The customer was offered a service contract that was declined, she declined the two day cancellation, and also signed several AS-IS documents with all further repairs being their responsibility. This complaint is very contradicting to her conversation with the dealership. Out of good will, we offered to pay for half of the repairs on the vehicle which again is solely out of goof faith and not a requirement since she did not purchase a warranty and declined all options. She purchased a used vehicle that can not be predicted what can happen in the future. At this point, the dealership has been in contact with her, offered good faith gesture, and we have done what we can despite all the documents signed. 

• Initial Complaint

  Date:11/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used 2006 **** F350 dually from this car lot. During the initial test drive, i noted the steering was stiff. I was told the power steering pump had recently been replaced and that it needed time to be broken in. I trusted them and traded in my 2019 ******************* for it at a considerable loss. I needed the truck for hauling and signed the agreement. On my way home i noticed the odometer stopped working but didnt think much of it. Within a few days the truck started having even more problems so i took it to a shop and they confirmed that the power steering pump had not been replaced, they also said the odometer and speedometer had been tampered with and 7 of the 8 injectors are bad. I then took it to another mechanic with a better scanner and the truck has at least ****************************************************************************** nearly 2 months. I tried to communicate with *** about the issues and he would not help me in any way. Refused to return my calls. I am now stuck with a truck that will not run, i cannot get to work and the payments are $600 a month. This is my only vehicle. I just want a decent vehicle for the trade that he took from me that was a good, valuable, reliable car. I am left with nothing and no way to fix it. This company should be penalized for tampering with the odometer so it says it has less miles than it actually has. They should be shut down so this never happens to anyone else.

  

  Business Response

  Date: 12/09/2024

  Hi *****, 

  We apologize in advance for any inconveniences you have encountered. Rest assured, customer satisfaction is important to us. We did try to call you multiple times and we got your voicemail. Please give us a call so we can try our best to resolve this issue with you to the best of our ability. I can be reached at ************. 
  
  Thanks,
  Aryana  

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2012 dodge Durango citadel only a month ago Its my first car purchase. I feel I was over charged extremely for a car that shouldve never been sold to begin with it smelled of gas then the second day it starts ticking I would call but no one would answer when I asked about the cars history they said their was maintenance done on the car but their wasnt and I did take the car back to them multiple times within the month and they couldnt figure out what the ticking was he sprayed WD40 all over the engine pulley thinking hed fix the noise but it didnt he took the car into his possession saying hed diagnose the problem when I got the car back it was just dirtier and they sprayed Im guessing more wd40 and wiped down the inside to make it shiny. The car now has a blown head gasket potentially motor i also took the car to a few other mechanics to look at and a dodge dealership about a week after buying the car to have them look at it I have paperwork from them diagnosing many problems that werent disclosed. The car is a complete loss as of now and I was just wondering what are my rights?

  

  Business Response

  Date: 07/17/2024

  Thank you for bringing this to our attention. We apologize for the inconvenience. Unfortunately, we cannot predict future issues with used vehicles. We encourage customers to always get the service contracts as they pay for future repairs on vehicles. In this case, this customer declined to exercise a service contract for the vehicle, signed an as-is document, and also declined the contract cancellation option. 

  Customer Answer

  Date: 07/17/2024

  I am rejecting this response because:I am rejecting this response because:this vehicle shouldve never been sold on a lot to begin with from all the safety issues with the car , I paid double the ****** blue book price on this car and nothing was done maintenance wise before they sold it too me not even an oil change. I had one done and brought the car into them afterwards because the car was still ticking , he said hed diagnose the problem but all they did was spray wd40 all over the pulley and an oil change it didnt need because I already had it done. I took this car to a dodge dealership 10 days after purchasing for a real diagnosis on the vehicle thats when they inform me the car needs all new brakes and rotors because they are heat warped and shake the car when braking, all the shocks , the upper control arms, the oil pan gasket needs to be re sealed, the transmission pan needs to be resealed all the heater hoses, the rear driveshaft needs to be replaced as well as both exhaust manifolds and gaskets. these are just some of the repairs needed to make it a safe vehicle to be road worthy
  

  

  Business Response

  Date: 07/18/2024

  That is incorrect. The customer took the vehicle to a mechanic shop on ***********. Since the service contract was declined, repairs are not covered. We can assist the customer with pricing on parts under our wholesale account if interested. 

  Customer Answer

  Date: 07/23/2024

  I am rejecting this response because:when I brought the car over to excel and they couldnt diagnose the problem he said that he would take the car to his mechanic, It was a verbal agreement that was made. Only when I picked up the car from excel they held my keys and wouldnt release them without signing , I never got to drive the car to find out if the problem was actually fixed , only time I was able to get into the car was after I had signed the paperwork which I shouldnt have done because the problem was never fixed or addressed. All of this can be seen on their cameras , me pulling up to their lot and dropping it off to them. I have only taken this car to reputable mechanics with paperwork from dodge and Midas , I never received a copy or anything regarding me taking this car to some mechanic on auburn blvd that is a lie , I took the car to excel no mechanic on auburn blvd.
  

• Initial Complaint

  Date:04/11/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This guy will definitely sugar coat a sale to put a lil cash in his pocket I purchased a 2010 SILVER DODGE DAKOTA 4x4 and have only had it for about a month of course once I had the truck for about a week I had a ***** of mines thats been a mechanic for over 10 years go through the truck and find any issues come to find out the truck is missing a transmission mount completely like it was taken off and never put back on and to add to that the transmission has tabs for that mount to bolt to which have been broken off, upper control arms both were very damaged and to top it the truck has one engine mount actually holding the motor in place, tail lights quit working as well due to someone with no experience installing them. All these issues are safety hazards and he says the safety inspection was done which is hard to believe. This crappy excel motors owner likes to think hes the man over the phone so Ill be freeing up sometime to visit him in person to figure this out about this truck hopefully soon

  

  Business Response

  Date: 04/22/2024

  To whomever it may concern, 

  
  ******************* is not a contract holder that purchased a vehicle from us. However, his wife ***************************** purchased a vehicle from us on/or about 3/24/24. **** called and spoke to our sales manager who offered them to unwind the sale and/or go through our customer satisfaction program and offer a refund of $500 although the vehicle was sold As-is and a contract cancellation option was also declined at time of sale. ******* signed a as is document, declined the two day cancellation, signed a history disclosure, and declined the service contract provided as well. She was also given the option to bring the vehicle back and unwind it which she declined. She also declined the $500 reimbursement. On 4/11/24 we followed up with ******* and her husband and did not get a hold of either person. ******* requested we speak with **** on behalf of her vehicle and authorized on 4/22/24 via text with the number on file. We then offered **** $600 reimbursement and he was satisfied. Customer did not want to unwind the sale and accepted the $600 payment. Payment and release were signed, and payment was sent to Valeries husband as per her request via *****. 

• Initial Complaint

  Date:10/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They sold me a car with a bad engine. Took more money from me to get another engine and gave me back the car months later with the same engine problem. Used their own mechanic to install said engine. I want them to give me another motor that I can have checked by my mechanic and I want the money to pay for the labor to do so.

  

  Business Response

  Date: 10/27/2023

  Hello,

  This customer purchases this vehicle AS-IS WITH NO-WARRANTY. The customer declined to purchase a vehicle service contract at the time of sale, signed an AS IS paper, and declined the contract cancellation (which allows the customer to buy a two-day cancellation).

  The customer called several months later and complained about an issue. She stated she had the vehicle at a mechanic, and they recommended the vehicle need another motor. We helped the customer pay for the labor to put the motor in this vehicle out of good will. We were under no obligation but chose to do so for customer satisfaction. The customer was aware it was a used motor and that it was from *************. The motor was purchased from ************* and a receipt was provided to the customer. The warranty on the motor is from ************* and any further questions or concerns in regard to the warranty must be with the place providing it. We have helped the customer to the best of our ability and under no obligation but out of good will and customer satisfaction. The customer stated the motor had a hole it after over a month of having the vehicle back. If in fact this motor was bad, it would have been known within a few days of driving it. We are declining this request as we have done everything to make it right. Also, the customer declined the vehicle service contract at the time of sale, and signed an as-is document. 

   

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/21/23 my husband and I went to excel motors to buy a 2009 gmc Yukon Denali XL. We ask regular questions about the truck, ie.history, clean title, mechanical issues, ect. We were told the truck was solid and the only issue is a recall for the air bag. We bought the truck. Leave fair oaks and drive back to ********. As soon as we got into ******** the truck cut off in the middle of traffic and was unable to be restarted. I called excel motors and the stated to have it towed and they would pay for repairs. So it was towed to *************** and they advised me and excel that there was no oil registering on the dip stick. Excel refused to to pay for the oil change so I had to pay over $100. Got the truck back on 1/31/23 and it broke down again on 2/1/23. The truck is now back at chase Chevrolet with and unknown resolve time because they have no idea whats wrong with it. Excel motors sold me a vehicle that could potentially kill me and my family by shutting down WHILE driving. Our whole family could be killed because they wanted to make $9000.

  

  Business Response

  Date: 03/08/2023

  Please see attached.

  Customer Answer

  Date: 03/11/2023

  I am rejecting this response because:
  

  We were 2 hours away from home when the truck was purchased how can we have it inspected? This is unacceptable in any way shape or form a business should make sure what they are selling is safe! Yes I contacted and attorney as any normal person would who just spent $8000 and with in and hour it breaks down? The truck has broken down yet AGAIN, we are now looking for a shop to send it too. *** owned the truck for 2 months and it has been at a shop more than it has been with my family. Lives could be lost if the truck just stops on the freeway, I have small children and it seems like $8000 is more important then LIVES!