Excalibur Auto Group Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI am choosing to leave the issue and move on as it is. I have taken my "new" vehicle to another mechanic that is licensed, and there were further issues I paid to have fixed as I was not comfortable having the dealership work on the vehicle as the original leak was overlookedI did not trust that it would be taken care of appropriatelyI am sorry that the relationship/interaction with the dealership was so negative and ended like thisI will not be a returning customer and if asked by others I am sorry to say I will not recommend themThe sales person was very kind but the rest of the experience was less that appealing
Sincerely,
*** ***

[A default letter is provided here which indicates your acceptance of the business' responseIf you wish, you may update it before sending it.]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** *** We are working on a agreement

I have reviewed this complaintWe disagree with most of the statements made by this customer at no time was he told we would replace the rims on the autoThis customer was aware that the truck was liftedFor some reason he wanted take off rims that was explained would not fit because of offset
we tried to provide that but he found them not to his likingWhen the door was closed he stated he had attorney at that time we ended talkI do not believe we will ever be able to take care of any of this customers concernsIf the customer would like to be reasonable we would be happy to try again

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

We have looked at Mr *** auto times and have done good will fixes on it both times for minor itemsWe have not heard anything from him in regards to any futher problems we strive to make every customer happy but that is not possible in all cases this is a over 100k miles carIf Mr ***
would like to make a appointment and bring the car in we will be happy to look at it

I am writing to update you on the complain ***. Excalibur called us on 12/7/and they are willing to get us an used motor at their cost and only charge us $for labor, for a total of about $We had the car towed over to Excalibur on 12/8/the car is currently sitting
at Excaliburs awaiting the repairs. Thank you*** ***

We are currently working with customer

Complaint: [redacted]I am rejecting this response because: 
We are wanting the business to contact us and arrange for the deal to be completed.
We have contacted the Vehicle dealers investigators and they are going to assist us.
 
Thank you for your assistanceSincerely,[redacted]

The consumer has cashed the check.

Complaint: [redacted]I am rejecting this response because: it is a false statement on their part.  I tried solving this issue from the very start. They would not return my phone calls to discuss the issues. The did tell us that they would give us the wheels and tires and  told us that the truck could be lowered.
They are not disclosing the truth. They have misled me and we are seeking a fair deal. We kept up our end of the agreement and they should keep their end if they are an avcredited business with the Revdex.com.
Sincerely,[redacted]

I have looked at this complaint. The auto in question was sold on 6/21/2015 and we never heard of a problem until early December when customer called and said is my car done. At this point the car was not even here it was at some other shop. Customer had car towed here and we looked at it. At this...

point customer has been very hard to deal with and we have no desire to work on this auto. They have been told they can have the car whenever they want we are not holding it. Also the dates and name of customer are not correct so at this time we will not be doing any work for this customer. We strive hard to fix every customer problem but in this case 6 months passed until we heard that there was a problem and the customer that is filing the complaints is not the customer that bought the auto. Also the dates the customer stated are wrong we feel very uncomfortable having anything to do with this.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We had the customer bring the car into us and we looked at all the concerns she had. First the cv boots and the drive lines were in tact no problems at all we showed the customer this for her own inspection. The rear motor mount was checked the mechanic tightened it down and showed customer. No oil...

leaks were found on the engine. There was a small leak on drivers side axel we ordered seal and told customer we would install she did not want us to install as she said she had a friend that could install it. At this point our tech gave her the part and 2 qt's of oil as it requires special oil and asked her again if she would like us to put in the part she declined. This was nothing we did we always strive to provided the best customer service and we went over and above for this customer as we do with all our customers. This matter has been fully resolved.

[A default letter is provided here which indicates your acceptance of the business' response. If you wish, you may update it before sending it.]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.  As long as I get a better automobile that runs good and will not breakdown in 18 days like the Cadillac I will be satisfied. I travel a lot and need an automobile that is reliable. I drive an hour to work and an hour back home and I travel to Graham Wa frequently near Tacoma Washington for family matters and also the Cadillac is currently in Greahm Wa so I need to find a way to get it back to trade it in.
[redacted]

We have reviewed your complaint. At the time of your purchase, the only item in your complaint that was discussed at the time of sale was replacing all four tires and including the lifetime oil changes. As discussed at time of purchase those tires were to be ordered and the service department would...

contact you with a available appointment. The service department contacted you as you have stated in your complaint and set your first and only appointment September 5th. At that time they replaced all four tires as was stated in the "WE OWE". see attached. The "WE OWE" states to Replace (4) Tires, Lifetime Oil Changes, and NOTHING ADDITIONAL PROMISED OR IMPLIED. This form was signed by you at the time of purchase. This form is to protect both parties. On the evening of September 5th when you picked up your Vehicle, As a courtesy to you the Vehicle was brought to the sales building as the service department had closed at 5pm. The work preformed during your appointment was on the "WE OWE", therefore it was of no cost to you as agreed by both parties at time of sale. The service department would have no reason to create a invoice as there was nothing due. We due value your business and a member of management is always available to address any concerns that you might have. As of today you have not reached out to us. Please feel free to stop by or give us a call.

Review: I purchased a 2006 Dodge Durango from this business last week. Upon driving the vehicle off from the lot (1st day of purchase) several warning lights began to flash. The ABS traction control came on as well as an indicator, the change oil light came on,and a faulty seat belt indicator. The dealership promised my fiancee and I that they would repair all problems. We have had the vehicle a total of 2 out of the past 9 days since our purchase and the dealership has had the vehicle the rest of the time. They had us pick it up a few days ago and stated that we should just "drive it until it broke down completely because they didn't want to take the time to find out what was wrong". When I explained I was not satisfied with that and wanted it fixed as promised they had me return the vehicle. It sat for three days and I called them and they stated it had not been fixed and I could come get it. When we arrived to the dealership the mechanic told us that he had "100 vehicles on the lot as well as paying customers to help" he stated he did not have time to fix our vehicle as promised. He made promises to help with parts and installation if we could find someone to figure out what was wrong. I called dealership the next day and asked to speak to someone in charge about this matter to resolve it. I was told he would call me back and he never did. Several other phone attempts to contact them about fixing vehicle or paying for parts have not been returned. Since we purchased the vehicle we have had two other separate consumers contact us about similar complaints about this business.Desired Settlement: I would like a cancellation of our contract. I believe the vehicle has some serious flaws. I believe they knew this prior to the sale. Their promises to fix the vehicle have not been honored. If that is not possible, I want them to pay for a reputable auto shop to repair the vehicle. I am not comfortable in allowing them any more chances to have the vehicle sit at their location for days on end with no work being done.

Business

Response:

This complaint has no merit. We did fix the problems they wanted fixed at no charge to them on goodwill. Now the customer states there is a new problem well if there is they need to bring it to us and we will address it. It is that simple. As a side note the customer saying we did nothing for them is incorrect we did and even with the auto sold as is.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

My complaint does have merit. Excalibur fixed only a small portion of the problems with the vehicle. We literally had several warning lights go on prior to even leaving the parking lot with the vehicle and were promised by staff that all of the problems would be taken care of. We brought it in the very next day and they did fix the seatbelt light that had been flashing as well as the oil light that had come on. They were also supposed to fix the problem with the ABS traction sensor that is coming on and engaging the traction control every time we turn a corner. They told us the vehicle was ready and when I showed up to pick it up the salesman informed me that they had not fixed the problem with the ABS and that now an engine light was coming on in the vehicle. He told me to “drive it until it completely breaks” and then they would fix it, but they didn’t have time to find out what the problem was at this point. I was very upset and was by myself and did not want to argue with the salesman. I returned home and discussed with my fiancée and we called the dealership again that day and let them know that they did not fulfill their agreement. I spoke with the mechanic and he told me to bring it in the following Wednesday and said that he would fix it. We did not drive the vehicle and returned it to the dealership the night before the appointment. Three days later I had not heard anything from the dealership. I called them and inquired as to the status of the vehicle. The receptionist stated that it was “just sitting there” and we should come get it. My fiancée and I drove straight to the dealership and asked to talk to someone. The mechanic spoke with us and told us that he did not have time to fix the vehicle or find out what was wrong. He said that if we took the vehicle somewhere else and they figured out what was wrong he would pay us for parts or reimburse us. We were not happy with this. We took the vehicle home and I went about setting up an appointment elsewhere. I also attempted to call the dealership and asked to speak to the owner or manager. My cell phone records will reflect several attempts in a day to contact someone. I was told that I would receive a call back and never did. After several attempts the mechanic finally called us and wanted to know what we wanted. I told him I wanted to talk to the person in charge about the situation and he stated that the owner would be calling me shortly and they hadn’t forgotten about me. They NEVER called me back, EVER!

Although the vehicle was sold “as-is”, we were promised that these things would be fixed. I am also sure that the dealership is aware that in the State of Washington there is an Implied Warranty under state law RCW 62A.2-314 which explicitly states that “every used car sold by a dealer in Washington for a customer’s personal use has an “implied warranty of merchantability”. This is further explained that the dealer promises the used car will be fit for ordinary driving purposes, reasonably safe, without major defects, and of the average quality of similar cars available for sale in the same price range. The full state law can be found at the following link: http://www.atg.wa.gov/page.aspx?id=25024

We purchased this vehicle for our family use and not only paid cash up front for a down payment, but also financed $13,000. We were led to believe we were getting a decent and reliable vehicle to transport our four children. The vehicle that was purchased is not some old broken down clunker, it was sold as excellent condition and the implication was that it was reliable. Our excitement at purchasing this new vehicle turned to horror when I had not even left the parking lot and all of these alarms began going off on the dashboard. I felt very uneasy at the verbal promises made by the business, but thought that certainly they would abide by their word and not leave us with a $13,000 piece of junk.

Today I paid $185.00 to a reputable mechanic to fix one of the problems, an oxygen sensor. The vehicle is now at another mechanic for a complete alignment as the mechanic felt that this vehicle had been in a major accident (this was not disclosed to us by Excalibur). The front right wheel is cantered in and the steering column is off. We are hopeful that this alignment will fix the problem with the ABS control going off every single time we turn a corner. If this does not fix the problem we are looking at several hundred dollars each to begin replacing wheel bearings to fix the problem.

In summation: The dealership is stating we can bring the vehicle to them to fix. This is not true. They will not return phone calls and when given opportunity to fix the vehicle have not. Their own mechanic told us he would not and did not have time. Additionally, two co-workers have also reported to us severe problems with vehicles recently purchased there. One had a blown engine and another had major problems and they are still seeking satisfaction.

We want to return the vehicle and get our money back or be reimbursed for the cost of the repairs they stated would be taken care of.

Thank you,

[redacted]

Review: I canceled gap Insurance For a 2012 [redacted] the day after I bought the car from them. Which was December 6,2013 is when I canceled the gap insurance with Excalibur Auto Group. They Still Have not refunded the money back to my Credit union which is a total sum of $799.00. This Money is still tacked on my loan which increases my APR. I also told them I wanted the extended warranty to be canceled also they still have not done that or have issued a refund to my credit union on that also or myself Which is $2,500 for this Warranty... So Grand Total of $3,299.00Desired Settlement: I would like Excalibur Auto Group to do the right thing and Refund myself and my credit union back our monies that is owed to us of the Sum Of $3,299.00

Business

Response:

This is a real simple fix. As we have told the customer each time he has called he must come in and sign to cancel it must be in writing that is a requirement of the gap and warranty company to protect him. We have told him this it can not be canceled over the phone. As soon as we have this it will be canceled and refunded to his bank. We are sorry for the inconvenience this has caused him but that is the rules they have and we can't go around them. So I hope he will come in and sign and we will expedite his request.

Consumer

Response:

I did go in and sign the paperwork which was done on December 6 2013 around 1030 am to 1130 am

Review: We are an auto brokerage company that deals with clients all over the country. One of our clients was looking for a very specific car which we found at Excalibur Motors at Kennewick, WA. We asked the normal questions necessary to determine the condition and value of the car from outside of our market area. We were told the car was in perfect shape, they had the title in hand. The money was wired right away(2/19/2013) and the title was to be returned to us the next day. After numerous phone calls and e-mails none of which were returned, we finally received the title at the end of March 2013 and the car came in with $2000 worth of damage. After another round of emails and phone calls about the damage on the vehicle, again there has been no reply. This is not how a reputable company operatesDesired Settlement: We want Excalibur to stand by their product and share in the cost we incurred having to fix their car.

Business

Response:

The matter of [redacted] this is not even a consumer purchase this was a wholesale deal I do not agree with the statements this person has made in the wholesale agreement he signed the auto was sold as is this matter is closed

Review: I went into this dealership desperate to find a car, with $3000 cash in hand, all I had, and awful credit which they made sound oh no problem. I test drove three vehicles I liked, then they went into their little back offices, came back and said sorry, but we don't think we can get you approved for any of those you want, but hey we do have "1" car on the entire lot of thousands of cars, we can work with you on (how convenient) I test drove the 2005 Ford Freestyle, and it seemed good, was told that they would be financing me through a bank, not in house, and promised it would help me build credit and then could get something better in 6 months or so. I signed paperwork and they took it back to be washed, when the guy think his name was [redacted], or [redacted] can't remember the salesman, was drying it off and wiping it off and had the back hatch door open, and I asked him if we could folds the seats down flat so I knew how to do it and when we did, it was covered in dog hair, clearly previous owners had dogs, which I specifically told them my son has severe deathly allergies to animals, and immediately wanted to return it for something else, as this legally should be disclosed to someone purchasing a car that animals had been in it, they refused to do anything, said that the deal was done and nothing they would do, I have done rounds, talked with [redacted] the sales manager I did paperwork with, who's said he's working on finding me something, but literally they have thousands of cars, and yet they can't find anything else to make me whole? I've checked back every couple days, just to be told the same thing, and given the run around and they know they have be by the neck with my credit issues etc please help!!Desired Settlement: I want my $3000 back, or swapped out into different car.

Business

Response:

In this case there is nothing Excalibur did wrong in fact we took a chance financing this customer at all. Yes we put him into the only car we had at the time. We are a auto dealer not a bank so we do not have very many autos that will fit for us to carry the note. In this case this is a problem between the customer and his wife. After purchasing the car the customer came in with his wife and she was not happy yelling at my staff. We did tell customer to pay for 6 months on time and we would help him with other auto we have helped many people in this way but problems like this are the reason we do very little in house financing. This is a good auto and I hope the customer will use this as a chance to better his credit.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business' response. If you wish, you may update it before sending it.]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: Long Story on google reviews. Under name [redacted] Please read. They now have my $12,000 cash and the car. They will not contact me after weeks of calling. the owner [redacted] or the GM [redacted].Desired Settlement: I would like a diagnosis and help with repairs

Business

Response:

I have looked at this complaint. The auto in question was sold on 6/21/2015 and we never heard of a problem until early December when customer called and said is my car done. At this point the car was not even here it was at some other shop. Customer had car towed here and we looked at it. At this point customer has been very hard to deal with and we have no desire to work on this auto. They have been told they can have the car whenever they want we are not holding it. Also the dates and name of customer are not correct so at this time we will not be doing any work for this customer. We strive hard to fix every customer problem but in this case 6 months passed until we heard that there was a problem and the customer that is filing the complaints is not the customer that bought the auto. Also the dates the customer stated are wrong we feel very uncomfortable having anything to do with this.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business' response. If you wish, you may update it before sending it.]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

[redacted] We are working on a agreement