Excalibur Auto Group Inc

Review: Hello, my name is [redacted] and I'd like to file a complaint against Exalibur Motors. I had went to their business to purchase a car because I had been experiencing problems with my previous car and the autobody company I had went to get it fixed. I went in good faith believing I would get a great deal and a running vehicle. I spoke with [redacted] from Excalibur motors and told him of my recent vehicle problems and have given him the knowledge that my girlfriend lived by Tacoma, Washington and I would be making frequent trips and I also make a forty-five minute drive to work both ways and I needed a reliable vehicle. He reassured me that the vehicle he was offering me, which is a 2006 Cadillac SRX was in perfect condition and would be highly reliable for me. I put down $1000 including carrying over the price I owed on the previous which was $3000, I could not afford a warranty so thinking I was being offered a great deal and a running vehicle, I accepted the offer and drove off the lot happily. Then 18 days after I had purchased the vehicle, I was taking my girlfriend home (which is five-six hours away) and the car started acting funny and the traction control light had come on. Thinking since we were driving through Snoqualmie Pass, it came on automatically. When we had gotten to the road to her house, the RPMS were going off the charts, my car started idling and making odd noises and kept dying. We got it to her house and were puzzled by what happened. The next day I went to start up the car and it was doing the same thing and eventually quit starting. I got stuck for three weeks, I called them about the problem and had been texting the dealer([redacted]) letting him know I was very displeased and had only had the car for a limited amount of time, they knew the trips I would be making, and I felt like I was blindsided. I have texts from him stating they tell customers what they want to hear to make their commission and there was nothing he could do unless the car was there. So for three weeks my girlfriend and I had tried our hardest to get the car back and while all of this was going on, I ended up losing my job and paying on a car that hasn't ran. We finally signed up with AAA and they towed me to Prosser, WA where I got stranded because they towed me the 200 miles that I would have been using in emergencies for the whole year. I turned the car over and got it to Kennewick and dropped it off. It took a week and finally I got it back and they told me everything was fixed. It ran alright but still not up to par and not even three weeks later it broke down AGAIN. I went into the dealership and let them know I would be getting ahold of the Revdex.com if they did not repair the car. They "fixed" it again and told me the problem wouldn't occur again. Well it did again and I just got it out the 26th of February and it finally ran like it should. The owner had me sign a contract saying they fixed everything and I am satisfied, which I have not been but I wouldn't have been able to take my vehicle off the lot if I didnt. So here I go again to take my girlfriend home on March 5th and the car starts acting up. We are driving down the road when my car starts dying in traffic. I get the car to her house and here it is again, it starts, idles, makes noises, but DOES NOT drive. My vehicle is now stuck at my girlfriends house near tacoma washington and no way for it to get home. I have given them chance after chance to fix my vehicle and it has been nothing but a disaster. I feel cheated and betrayed and would just like some justice. I am not the only person who has had problems with them and I just feel like something needs to be done about their selfish acts for a profit and their misadvertisement for their 'good running vehicles and deals' when it is nothing like that. Thank you so much for your time and I hope to hear back soon. Sincerely, [redacted]Desired Settlement: I would just like my vehicle entirely fixed or I would like a vehicle that is truly reliable.

Business

Response:

We have looked at Mr [redacted] auto 2 times and have done good will fixes on it both times for minor items. We 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 car. If Mr [redacted] would like to make a appointment and bring the car in we will be happy to look at it.

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. 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]

I purchased a 2013 Hyundai car at excalibur about 5 months ago and it's my very first car and my oil filter fell off or somehow ended up missing which blew the engine to my car and they refused to fix it or allow me to trade it for something else. They said they don't check to see if there cars need oil unless an oil light is on otherwise they have no reason to change the oil. Now you all now what they put out on their lots. Now I'm stuck with a car with a blown engine.

Review: Purchase of vehicle included written promise to fix door moldings and oral promise to fix oil leak. After three attempts to fix the issues, we had to take to other service location. This cost us considerably in time and expenses (gas, time off work).Desired Settlement: Refund (pay for) the costs associated with fixing vehicle.

Business

Response:

I have looked at the file and talked to service. In regarding the moldings we had attempted to re glue them but they were not able to stay in place. so we ordered new moldings and had them painted and installed to fix customers concerns. as for oil leaks we do not do oral anything it is all in writing as to not have any confusion. we did replace a gasket on oil cooler as a goodwill item. but as for any oral statements we have none as we do not do them ever anything that needs to be fixed is put on we owe form.

Review: On June of 2013 I purchased a used 2004 Ford Expedition vehicle from Excalibur Auto Group in Kennewick Washington. During the negotiations with the finance manager [redacted] he provided me a 10 day verbal implied warranty agreement on the listed vehicle. I ask the sales person [redacted] if there was a carfax report for the vehicle, he stated yes. During the signing of the paperwork I never received a carfax report from [redacted]. About four days later a family member used the listed vehicle to visit family out of state. During their travels the vehicle had severed automatic transmission failure. My family was stranded in the middle of Utah. I contacted a tow firm in Utah and the vehicle was towed to [redacted] group in Utah. The mechanic advised me the vehicle had a major transmission leak for a while that caused the transmission to fail. The mechanic also advised me the vehicle would need a new automatic transmission. I contacted Excalibur Auto group and spoke with [redacted] and told him of the mechanical issues. [redacted] said he would speak with the owner of the dealer and would call me back. [redacted] never returned my call. The following day I spoke with [redacted] over the phone and he told me the owner had stated he was not going to cover the charges because the vehicle was sold as is. The following day I went into their office and spoke with finance manager [redacted] and advised him of the problem. [redacted] said he would speak with the owner and would give me a call. To this date [redacted] has not returned my call. I had Price auto group mechanics placed a new transmission on the vehicle. The total cost for repairs, parts and labor was $3,250 dollars. Excalibur auto group staffs have ignored my requests and are being uncooperative to resolve the issue. Note on Excalibur Auto Group website they have all their vehicles as certified vehicles and have a statement saying, If you have any problems with an Excalibur Certified automobile within the first 30 days or 3000 miles we will fix the problem free of charge. I truly believe Excalibur auto group are not following the proper procedures when they certified their vehicles before placing them in the lot.Desired Settlement: Excalibur auto group need to refund me the $3,250 dollars, I haved payed for the repairs on the vehicle.

Business

Response:

I have looked up the file on this purchace in fact due to age this car was sold with no implied warranty and the customer signed it (have copy if needed) With that said we woluld have been happy to look at the rig but it has never been brought to our service shop. The car drove to Utah with no problem and it is a mechanical item they do break and sometimes there is no way to know they will. At this point without us looking at it we have no way of knowing what happened. If the customer would like to contact me I would be happy to talk to him about this matter. [redacted]

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.

Excalibur auto group staff were unccoperative when I contacted them about the issue with the vehicle. Yes the vehicle made it to Utah without a problem because that's where it broke down. The destination for my family was not Utah it was the state of Colorado. I notified the excalibur staff about the issue prior to replacing the transmission, I even provided them with Price Auto group contact information and they never contacted Price Auto group.. And the vehicle could not be brought to excalibur because it was almost 1000 miles away and not driveable.. Please see attached file from price auto group which is the invoice for the cost of repairs...

Review: Excalibur Auto stole $2790.11 from my checking account! On 8/11/13 my daughter and I went to Excalibur Auto Group Inc., [redacted]., Kennewick, WA 99336, telephone ####-###-####. The time was 2:00 PM. The salesman, [redacted], had a car in my daughter's price range for $3,000. She decided to purchase it. At 3:10 when the paperwork was presented, my daughter offered her credit card (they previously said they would take her credit card). However, they said they preferred debit so I offered my debit card for the purchase. [redacted] took my card & left the room. Upon his return he said, I ran it through twice and it was declined both times. My daughter gave [redacted] her credit card and he ran the transaction bringing back a receipt for $3,511.50. On 8/12/13 I checked my bank account & saw that Excalibur had debited my account $2,970.10. [redacted] also checked her credit card account & they had charged her for the receipted amount of $3,511.50. I called [redacted]. He denied knowing anything. I suggested he look at Excalibur's bank account online. He said they have many accounts & it would just take too long. He transferred me to his boss, [redacted], who was rude, argumentative, & hung up on me. I called my bank & explained the theft to them asking if they could reverse the charges. They could not. I have called Excalibur multiple times & no one there can look at their bank account online. Even the owner, [redacted], has refused to look when requested and has denied that Excalibur has taken my money even though my bank clearly sees that Excalibur has stolen $2970.11. I am now working with the Kennewick police department & gave them paperwork from my bank detailing the illegal transaction and theft of $2970.11 by Excalibur. This all feels so hopeless.Desired Settlement: I need my money back and for the thieves at Excalibur Auto Group Inc., to pay for their crime.

The check engine and ABS lights came on just after signing the paper work - before I even left the lot with my 'new' car. The staff and owner assured me they would fix all the safety problems, but weeks later they are clearly empty promises. Now I'm left with major repair costs to a car they assured me was in "great condition, with no problems". Within 24 hours the windows, speedometer, odometer, ABS, and traction control all failed. I would have been better off keeping the car I had! While a used car is sold 'as is' - I don't want to be lied to and have problems concealed by a business with no ethics or customer service.

Review: One reason I purchased a car from Excalibur was their "dealer certified". This was on their website and now I am not able to locate that information on the website.

I kept notes on the communication I had with Excalibur:

Oct 26 bought a used car from Excalibur. 2002 Nissan Altima

Discovered it was using 1quart oil per 50miles

Tuesday November 5 called... Bring the car in tomorrow, their mechanic will look at it.

Wednesday Nov 6 brought the car in and dropped it off at Excalibur lot

Called Friday Nov 8 Excalibur mechanic told me it needs motor. He'll get an estimate worked up. Never heard back

Called [redacted] (Owner) Thursday Nov 14. [redacted] called back. Said first time he heard of situation. $1600 for motor used with 103,000 miles. 12month guarantee. $1400 labor, they waive labor

[redacted] said this wasn't ok. No way to do business. They'll make it right. New shipment coming in, come in Monday and I can see cars to choose from.

Nov 18 I went in to Excalibur. No cars to look at. [redacted] never came out of office to see me. [redacted] (salesman) ran back and forth and [redacted] put [redacted] "personally on case" [redacted] had me write down my requirements so he knows what to look for in a replacement car.

Sat Nov 23 [redacted] text pictures of Nissan maxima. v6. Told him it had to be 4 cylinder. He said he would keep looking and send me more options. Heard nothing

Tues Nov 26. Text [redacted] asking if he came up with other options for me. No text back.

…………

Called Dec 11 talked to [redacted]. Said to call very other day. Asked for me to explain situation.

Called Dec 13 (asking for money back) 14 15 left messages. No calls back

Dec 20 called [redacted]. Asked for money back. [redacted] (Financial Manager) said no. Call him back in 2 hours, he'll talk to [redacted].

Called back in 2 hours. No offer of money back. Said they're expecting big shipment of cars from Portland, they'll let me know what I can chose from.

Dec 23 I called. [redacted] said yes the big Portland shipment was in. but he didn't have time to look at them yet. He'd look at inventory and call me back. No call back

Dec 24 12:11pm I called. [redacted] busy. Left message with secretary. No call back.

Dec 26 2:10. I called office [redacted] not in today. He's scheduled to be in tomorrow

Dec 27 11:25 called office. Transferred to [redacted]. Asked him about Portland shipment. He said he think he saw a couple in price range. He'll run it by [redacted] and let me know in an hour or so. He's in middle of deal. No call back.

Dec 28 called. 12:47 Talked to [redacted] said nothing yet. I said it's been 2 months and this is very. frustrating. [redacted] asked if I would like [redacted] to give me a call, I said yes that would be great. He said he'd give [redacted] message right now. No call back

Dec 30 12:51 called and [redacted] answered. I introduced myself and said I didn't know if [redacted] has kept him up to speed he said [redacted] had. He said they just didn't have anything to trade. I asked since it's been over 2 months if I can get money back. He said he's willing to do the offer of replacement motor work in Altima. I said I don't have money to put into it. He said he'd pull my file after lunch and look at it and call me back. He took my cell phone number so he wouldn't have to look it up.

I called again at 4:48pm. Asked for [redacted]. Lady asked my name and if he was expecting my call. She came back on line and said he isn't done reviewing my file and he'll call me before days end. I then asked about 2004 Chevy Classic listed on website as a replacement car. She put me back on hold and then said [redacted] said that's too big of a difference. I said it's listed for 3900 and I paid 3700. She said he thinks it is too big of price difference and will he will call me back. No call back.

That was my last correspondence with Excalibur. I had a lawyer friend draft a letter asking for my money back or we'll sue. Excalibur didn't respond to that letter either.Desired Settlement: I would like Excalibur to refund my money or replace the purchased car with a comparable car.

Business

Response:

We have offered other cars but none seem to fit what she is looking for. We don't sock very many of the older cars so at this point it would be easy for us to just replace the motor. Please let me know how you want to proceed. Thank you [redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

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.

I purchased a 2002 Nissan Altima from Excalibur Auto Group Inc on 10/26/13 for a total price of $3700.00. The car had immediate problems which Excalibur was made aware of right away. We were promised a new car and took the 2002 Altima back to Excalibur, where it has been since November 6, 2013. On November 14 I called Excalibur, after taking the car back to them, and [redacted] promised to make the situation right by trading the car for a different car. I called Nov 18, 23, 26, Dec 11, 13, 14, 15, 20 23, 24, 26, 27, 28, and 30. I was continually promised that I would be allowed to get a different car. On one occasion Excalibur offered me a car that they knew didn't meet my requirements and was not even close to what I had purchased. Excalibur did not offer to refund part of my money, they just wanted me to take a lesser car, which I could not agree to. I continued to try and work with them. I finally asked to have my money returned on Dec 20and Dec 30 and Excalibur denied paying the money back but reassured me that I would get a different car. On January 5, 2014 I went to Excalibur and was unable to get the keys to my car. Excalibur has failed to call me back and failed to remedy the situation.This situation has gone on for over 6 months, Excalibur has my money, has my car, and has failed to make this right.

Regards,

Business

Response:

First and formost no one here would ever refuse to give you the keys to your car you are welcome to pick them up any time you want. We have offered replacement cars the car purchased is almost 200k miles and the cars we have offered are about the same we are offering to replace engine with no cost to customer on a 200k mile car I do believe that we are being more than fair. Also if the customer does not want that we do need her to pick up her car as we have no room for it and it should not be here as we do not own it. I hope you will let us fix the car for you and show you that we do value your business.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

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.

For clarification on my part: I have been offered 1 (singular) replacement car, which had a V6 motor and I specifically needed a 4 cylinder car for fuel saving purposes. The offer for a replacement motor in the Altima that was purchased with 149,672miles (not 200,000) was presented to me at cost of the motor $1,600.00 (labor waived) with 1 year warranty, meaning my total would be $1600.00 plus any tax and other costs, I was never offered that the car would be fixed for free. I did go to Excalibur and needed into my car and was not able to get keys. No one was able to locate them for me and in turn was forced to come back another day after keys were located.

For current clarification on Excaliburs part: The motor will be replaced at NO cost to me with a 1 year warranty?

Review: I went to Excalibur Auto Group the second week of August. I purchased a car without it being detailed and ready to go out on the lot. The reason for this was because I was told to fill out the paperwork and they would detail it for me while I did that. Then when I was done with the paperwork they said they only had time to semi clean it and didn't get a chance to even put the rear view mirror that had fallen off back on. I didn't argue or complain about it then because I was told to go back the next day at anytime and they would do the detailing and put the mirror back on. I went the next day and was send back home and told to call the next day to make an appointment because the person who did detailing was gone for the day. I got there at 5pm and they close at 8pm. After 3 trips there I finally was able to make an appointment and left my car for a whole day to get it detailed. I went to pick it up at around 6 and noticed the cup holders were still super dirty Like when I first saw the car and the trunk carpet hatd dry grass and dirt. I was tired of asking them to do their job so I didn't argue and left the dealer. That was not the only unpleasent experience I had there. I trade in my first car for the other car. I had got the pay off amount through the bank I was financing it a week before I trade it in. When the finance person at Excalibur showed me the paperwork,the payoff amount they put down was about $645 more than what I really owed. The finance person said the caredit bureau showed the higher amount and if in fact we were right on the payoff they would refund the difference from the amount they put down from the real amount. It is now mid September and I have recieved nothing from them. A couple weeks ago I spoke to the owner of the dealer and he assured me the lady in charge of the paperwork was going to mail out a check for me. I called yesterday and she was clueless. He has been avoiding me and is "busy" every time I call. They take my phone number but I never receive calls back.Desired Settlement: I would like to recieve the refund and hope they improve their customer service. They have good cars but their attitude and service toward the client does make one want to return to them.

Review: I bought a vw passat from Excalibur Auto Group when I found out the problems with the car were more extensive than the perfect car they claimed they refused to take the car back. The offered to replace the cv joints for $375.00 I went ahead and had them fixed. Yesterday my infant daughter and I went to Burbank for a picnic on the way my car began to wobble I heard a loud snap as I pulled off tongue side of the road. When I placed the car in park it continued to roll. It would go into gear but the wheels would not turn. My infant daughter and I had to wait 3 hours in the 103 degree sun on the side of the road waiting for a tow truck. It was towed to a german car specialist who informed me it appeared I had my cv joints done recently and the bolts were never tightened causing the left axle to detatch. I called Excalibur and they first tried claiming they never performed the work on my cv joints and when I informed him I had proof. He then told me to pay for my car to be towed again to les Schwab to have his mechanic look at it and then tow it again to the specialist neither rows would he pay for. And he wasn't guaranteeing that he would do anything for me.Desired Settlement: I want them to pay to have the car repaired correctly and the repairs for any other damages this caused to my axles.

Business

Response:

First I would like to say the statements made by Mrs [redacted] are not true in any way. First when she bought the car it was sold as is no warranty, with that said she had a concern about a couple of items we replaced the tires replaced headlight and repaired the blinker at no charge to her. She then had us do a service on the cv joints on 5/20/2013 fast forward to the Saturday of the weekend of July 4th she called and stated we did not put the bolts in the cv joints (First off have confirmed with three other shops if this were true the car would have shaken badly and she would have noticed this well before and bolts came out) I stated that the shop was closed for the weekend and we could get her in Monday that was not ok with her she told me at that point I could deal with her lawyer and hung up on me. I called [redacted] at les schwab to see if they would fit her in for me he said he would I then called river city towing to make sure they could get the car the could. Ok I called her back and stated that we would have the car towed to les schwab and they would fix that day she again stated that I could deal with her lawyer and hung up. Well I think we went out of our way to fix a problem that I don't think was caused by us lets remember that the repairs to her car were done on 5/20 so over a month later the bolts fell out. This is the driveline of the car if they were loose the would have fell out right away. So all I can say is we did all we could we have not heard from her since

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9610286, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have read their response and they continue to be untruthful. I had barely drove the car since the day of the repair. I was told specifically what happened from two seperate individuals both the mechanic and the tow druck driver who also works at a shop the cause was the cv bolts not being tightened and this is with no knowledge of the recent repair. Excalibur never offered to tow my car to les schwab they only told me I had an hour to take the car down to les scwab and I explained I did not have the money to tow the car twice. when I bought the car both Heath the salesman and [redacted] I believe is his name assured me it was a great running car and if I had any problems I could return the car. I did have the car inspected the following business day found it needed over 4000.00 dollars worth of repairs needed I took the car back they refused to take it. They promised to fix some problems i.e. blinkers headlight adjustment tire. They replaced the tires yet my blinkers still malfunction my headlight veers far to the left still. And the told me I had to pay off at least half before they would trade in for a different car. So after the cv joint repair I let the car sit and 4th of july I decide to take it out only to be stranded in the heat for hours with my infant daughter and the humiliation of these people lyong and continuing to refuse responsibility. I am disgusted with their busoness practice. I expect any decent business to treat their customers fairly with dignity. I only want them to pay for the transmission shaft to be replaced where all the bolts stripped the shaft from not being tightened. I want the car to be fixed where I dont have to worry for the safety of my child in the vehicle. Theyalready jeoperdized our safety once, alteast have the decency to do the right thing