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:02/20/2024

  Type:Customer Service 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 purchased a vehicle on 1/29/24 I expressed within 3 days and a work order was submitted to install mats, a head rest, windshield wipers and a missing piece on the grill. I have not received any form of communication although I have left messages and sent a couple of emails with no success. With a couple of these infractions being safety issues I’m curious as to how this vehicle legally passed inspection and was able to be sold. I really need help.

  

  Business Response

  Date: 02/27/2024

  Joe G******, the General Manager had this customer in 2/22/24. The headrest, wipers, floor mats and tow cover all installed, and all commitments were fulfilled. 

  Customer Answer

  Date: 02/28/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the windshield wipers are still not operating properly as I mentioned in the email that I sent to the parts manager over a week ago that I never heard back from. Unfortunately I still can not enjoy my vehicle because it has rained several days since the purchase. Not to mention the battery that was replaced in the remote at the time of purchase that is alerting the truck that the battery is low and needs replacing. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 02/29/2024

  Mrs G***** can call the General Manager for any additional resolutions. Please have her ask for Joe G******. 
  Thank you 

• Initial Complaint

  Date:11/06/2023

  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.

  First I was told the vehicle I was originally coming up there for, I could get. When I got there the vehicle wasn’t even available. I ended up going with another vehicle. They sell you faulty cars and basically put band aids on it and claim they “fixed it”. I purchased a vehicle from them last month, less than 24 hours after driving off the lot the vehicle was shutting off while on the road! Mind you i was on the highway with my child in the car and multiple vehicles almost collided into me. I contacted them the next day to take it back and they wouldn’t. They only care about getting money. I’ve only been able to drive it 3 days out of the month I’ve had it. They’ve been “fixing it” since. I just got off a call with my lawyer and the finance company’s legal team on this matter. I will be taking legal action.

  

  Business Response

  Date: 11/16/2023

  This customer did have an issue with her car after delivery. The start stop feature was not working correctly and the car came back for us to repair. We provided a loaner vehicle and replaced the questionable part upon the customer picking up the repaired vehicle. Unfortunately the vehicle required an additional part. Although thoroughly tested, the issue had happened once again and we kept the car for further diagnosis, however we told the customer we would deliver the vehicle back once completed. We found a faulty hood latch responding to the computer system intermittently.  After more thorough testing, we delivered the vehicle back to the customer. This customer has decided from day one that she did not like the car and had buyers remorse. We offered to exchange her out of the car and allow her to choose a different vehicle. She did not want to do that, and continued down the path of repair. The vehicle was repaired satisfactory, and the customer has had the car for quite some time since.

  Customer Answer

  Date: 11/28/2023

  How has the business tried to do anything in good faith when my vehicle is not fixed? I had to take my Jeep to a Jeep dealership to get a diagnostic test done and I have a report from the Jeep dealership itself stating what is wrong and what needs to be fixed on the vehicle. The dealership I got the Jeep from named exclusive motorcars has not fixed those issues and has not responded to my calls. Everytime I call I have to leave a message. At this point I will proceed with legal action.

• Initial Complaint

  Date:06/06/2023

  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.

  I took my vehicle to get service in February they lied to me and told me that my vehicle was ready to be pickup and they did a flushed and change my passenger side light bulb. They informed me that my battery and alternator was good and my brakes were okay. However I just got my vehicle back from Exclusive Motors when my battery died at my church and I had to call my uncle to come change my battery. They lied and told me that they checked the battery and the fluids when I had to fill my car up with antifreeze because it overheated. They lied and told me that they did a flush and I ask them what they mean by a Flush they didn't respond back to me. I bought my vehicle back to them in end of March for some work that needed to be done because my vehicle would not stop and I rear ended a *** bus right after I my vehicle was worked on at Exclusive Motors. They have keep my vehicle for over a month and lied to me again and again and told me that my vehicle was ready to be pickup at the body shop. In fact when I went to go pick up my vehicle at the body, they told me that my vehicle was not ready. I had to return my rental car back because my insurance would no longer pay for me to have a rental car. I still not have my vehicle back yet.

  

  Business Response

  Date: 06/07/2023

  We have worked with Ms. ******* to find resolution and she is now completely satisfied. She worked with our General Manager, Joe G******, and knows at any time now or in the future, if she has need, he will be her main contact. 

• Initial Complaint

  Date:02/01/2023

  Type:Customer Service 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.

  On 1/28/23, my spouse initiated contact with this dealership looking for a car. He decided to go with another dealership. After that initial visit, this dealership continued with practices as if they were working on behalf of a customer. They performed a 'hard' pull on my ******* credit report without my permission twice, after they knew they had no customer. The first pull was on 1/29/23 and then again on 1/30/23. When I discovered the first pull on my credit report, my spouse contacted the dealership on 1/29/23 and told them to stop. When I was notified by my credit monitoring service that this same dealership performed another pull on my credit report, after they were told not to, I called the dealership personally. The receptionist/customer service rep had one of the worst temperaments I've experienced while dealing with a business. She transferred me to a line that no one answered. At that point, I decided to file a complaint to get their attention.

  

  Business Response

  Date: 02/02/2023

  We sincerely apologize for the credit pulls and have taken steps better train the individuals involved so this does not happen again to future customers.  We take customer concerns very seriously.  We've also addressed the receptionist on better phone manners. 

  Customer Answer

  Date: 02/02/2023

  
  
  Better Business Bureau:
  
  
  After getting my response from the credit bureau to see if there was anything I could put into play to keep my credit worthiness from being impaired by the unauthorized pulls by the business in question, I realize that there was nothing that could be done at this point. Accordingly, the credit bureau stated that the inquiries made by the business in question will remain on my report for 2 years. And, while I feel that to be an unfair practice for me to be penalized by the unauthorized actions of others, I have no other choice but to accept the business response and chalk this entire experience up as a lesson learned.

  Therefore, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, while most unsatisfactory, is also a lesson learned too. 

  
  
  My sincere thank you for allowing me to be heard.
  
  
  
  ****** *****

• Initial Complaint

  Date:09/20/2022

  Type:Customer Service 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.

  June 1st I started searching for a vehicle on ********.com. I came across several vehicles that I was interested in from Exclusive Motorcars and asked for more information. I purchased a vehicle from them THAT day and drove off the lot.
  
  Also they made me purchase a package with the car starting at $3,000 which is not included in the price that you see online. This automatically adds $3,000 - $5,000 to the listed price depending on which package you decide. And I had to select a package to be able to purchase the car. This also is before any taxes and registration fees. And the package is not an extended warranty package. So if you're interested in that, that will also add on the purchase price. Unless you choose to pay out right for the package.
  
  My real issue is my registration. The original paper tags expired 31 July and by then, they still had not registered my vehicle. Instead they sent me more paper tags that expired 30 August stating they will have me permanent plates before that date. It is now 20 September, I have the same expired tags. The manager Ty Williams who is supposed to be helping me does not return phone calls in a timely manner and when I do speak to her, there's still NO solution as to why I'm STILL driving around with paper tags. I even offered to take all of the appropriate documents and packet to the DMV myself to get the vehicle registered. No response from the dealership on that. Finally, the bank in which my loan is with, does not have the title to the vehicle and they still do not answer the phone at the dealership and when they do, again, no issues are resolved. At this point it's a HUGE inconvenience and we are coming up on 4 months of me having a vehicle that I'm paying for with no title and it's not registered. This business has got to do better. Any help would greatly be appreciated.
  

  

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 5, 2022/09/21) */
  The customer is registering her car in Texas (we are in Maryland) and we are having difficulty getting a response from her county tax office. She's a military customer that lives in Virginia, but is registering in Texas, so her process is different. The customer offered to take her paperwork to the Virginia DMV, but she can't because she's registering in Texas. Texas would need her to get her vehicle inspected first. She also can't do her own registration because she has a lienholder. Ms. W*******, the Office Manager, has kept her updated on the process, as well as her Finance Manager. Ms. W******* will be reaching back out to the customer with a potential resolve.
  
  
  Consumer Response /* (3000, 7, 2022/09/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Absolutely will not be accepting this repsonse because it is inaccurate. When I started the process, I told them my sales rep and the financial manager that I would be registering in Texas. I asked several times if that was something they were able to do and was told yes. I was then told the registration clerk lied and didn't know how to handle such issues (not my problem). Any time I have spoken to Ms. W******* the conversation has not been with a solution. She has said she's trying to contact the county clerk office each time I spoke to her but when I called myself I got a response and all required documentation the same day. From googling the information might I add. I then informed Ms. W******* I didn't need an inspection because I am military and it is waived until I move back home. I offered to take the packet with all docs to HOUSTON TEXAS which is where I'm from but never stated I would take anything to the DMV in Virginia or this area at all because that doesn't make sense. I do not live in Virginia, nor am I stationed there and NONE of my documentation they have states that. Which means, they aren't doing their due diligence and proper research on my file and case to take care of it. Now, all of a sudden, they were able to get the information needed to register the car AFTER I have filed the BBB complaint. This is unacceptable and I will not accept their wrong doing when it's intentional at this point. I have received disciplinary action from my leadership because I was stopped at the front gate of the base and ordered to park my car and no longer drive until it was registered. However, it's my only means of transportation, so I continue to drive and now I have a letter of reprimand for failure to obey a direct order. All stemming from their lack of competence, knowledge and sense of urgency in taking care of my registration.
  
  
  Business Response /* (4000, 9, 2022/09/22) */
  We've reached out to the customer via email and phone and left messages. There are 3 items needed from the customer in order to process her tag work. Once received, we can place a rush on it through Texas.
  We also have a resolve for her, so she doesn't get any more reprimands.
  
  
  Consumer Response /* (4200, 12, 2022/09/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The company has called me twice and left two voicemails in regard to this issue. All oh which were after me filing a BBB complaint. The first time, I did not respond due to waiting for the actions of the BBB and that process in its entirety. The second time, I returned the missed phone call and proceeded to explain that I would be going through the channels of the BBB being that the company only seems to move when you all have asked them to. Which is why I will be submitting the 3 required documents for my registration along with this response.
  
  
  Business Response /* (4000, 15, 2022/09/27) */
  Documents received through the BBB portal and being sent out today via FedEx to Texas.