Exclusive Motors

Business states that they have been in contact with consumer and the issues are being resolved at the current time

Thank you for bringing this matter to our attentionAt exclusive motors all of our services and parts come with a guaranteeThe customer in question purchased a used engine on eBay Our used parts come with a day moneyback guarantee youThe customer Then called on 12-05-and
notified us that he believed the engine was bad and was making a noiseSince we offer a guarantee on all of our parts we told the customer to return the item for a full refundThe customer stated he would open a dispute through eBay to get his money backWe have yet to receive any notification from eBay regarding a dispute on that transactionThe customer also refused to return the item and demanded to get a refund without returning the itemWe have no problem giving the customer a full refund as soon as The item is returned to our store in the same condition that it was sent out inPlease feel free to contact us at *** with any questions that you may have

I am rejecting this response because:First off that was not an offerThat was a personal absolution of responsibility, like I've been receiving from the beginningThe catalytic converter failed on day one? "Not our responsibility, we got it smogged." Never mind they could easily have cleared the bad cat sensor code and gotten it passed anywayThere were no leaks? Ward and Sons Auto has done consistently thorough and honest work for me for several years, and I am much more inclined to believe their assessment than an auto dealer trying to defend their saleExclusive is great at power washing motors (perhaps water infiltrated seals?) and apparently at taking ambiguous and dismissive photosMore likely they sold me a car with a bad low end, either burning extreme amounts of oil (effecting the cat sensor as well?) or leaking it out of the heads or maybe they just cleaned it up and took picturesI mistakenly put the ball in their courtI will accept that buying this vehicle was my mistake, but it was a mistake they assured me was going to work due to their quality service, and sterling reputationI recall at the time of purchase, their salesman, ***, assured me of the quality of their workmanship by showing me positive Social Media reviews (not Revdex.com), but noted one negative Yelp review stating a similar situation to my own, but dismissed responsibility citing the character of the customer and timeline of the complaintAt this point, I'm sure I'll be painted in the same lightFor a business who makes sales banking heavily on their own service and its reputation, dismissal of mistakes equates to fraudulent advertisingI have since found multiple reports of sales of vehicles from Exclusive Motors with motors failing within weeks or monthsMine only took as long as it did because I was out of the country and not driving the vehicleI do not deny that I was not the one operating the vehicle at the time it broke down, but I will include here an affidavit from the driver at the timeThis vehicle has failed on multiple levels since day oneIn a previous, similar, Revdex.com complaint, the customer response at least included an offer for repairFor most of the time the car was in my possession I was unable to drive it because it was in and out of shopsTheir inclusion of the fact that I don't presently have a phone is really thoughtful, as wellMy phone was stolen and a half weeks ago and I've been having a difficult time replacing itIt has been less than convenient, and I apologize for that As far as emails, it is my primary contact method at the moment so I can assure you that I check them regularly and respond promptlyYes they have held the vehicle, but I only brought it back to them on the pretense that a reasonable agreement could be madeIt would cost me hundreds of dollars per trip to move the vehicle to and from my homeWhen their best offer started at $4,and addressed only the engine, I wondered why I'd even attempted to engage them againTo address their "facts": The coolant would be low as the vehicle overheated at the time the engine failedI was assured by the driver that oil was not overlooked, and while the car was waiting at Hy Tech Auto in Truckee, I was assured that quarts were added and registered on the dip stick for testing of the engineWhere did those go in the meantime? I've received nothing but misrepresentation, delivered with a friendly voiceI have tried to work with the businessI trusted their assessments, and yet they have been consistently wrongWhile I realize it is not my own case, may I note that I'm not alone in this situationAll of these customers have similar situations of complete failure:*** *** *** *** * ** *** *** ** *** *** ***
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I am clearly not their first customer to receive this sort of shoddy product and treatmentI realize at this point Exclusive is more than likely to entrench and deny me any resolution requiring their time or responsibilityBut for a company to rebuild a motor to the extent they did and still have it fail after such a short time, AND for various other components of the car to fail in the interim, certainly suggests that their initial work was either, faulty, dishonest or extremely negligentYes the car was bought AS-IS, but only after their resolute assurances that they had not provided me with exactly what they did, a disasterAt this point I just want a vehicle that can drive off of their lot legally, they owe me that muchThis implies a functioning motor and legally functioning catalytic converter and sensors, like they should have done to begin withAttached to this response are a statement by the other driver and my last estimate from Exclusive Motors

Initial Business Response /* (1000, 5, 2015/08/31) */
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX
Customer was taken care of right away she only put down and we put her in a nicer car for same money.we think that showed excellent handling of the problem.she noticed a small leak on
2nd car and we sent her to are repair shop we use and where paying for it.we also offered her money back she said no we think because she had alot of credit problems and we found out later she's in a bankruptcy and can't buy on time from many places especially with no interest charged

I would like to start off by saying we did not mean any disrespect or insult when stating that Mr*** does not have a phoneIt has been difficult to communicate & in our opinion dragged this out longer than neededWe would also like to state the Mr*** has been misinformed or is mistaken regarding the catalytic converterOne cannot simply clear a code & go to smogYou must drive the vehicle under certain circumstances & follow a procedure during which the vehicle tests multiple components to see if they are operating properlyIf the pre-conditions are met & the sensor show the correct reading, the “Readiness Monitors” complete & then and only then can you go smog the carIt cannot be done any other way and will fail the smog test due to the monitors being incompleteAddressing the topic of *** *** diagnosticWe do not want to accuse anyone of doing bad work or diagnosing something incorrectly but it is obvious that the *** dealer in Nevada backed up our assessment and they didn’t find any leaks of oil or coolant that *** *** indicatedWe provided pictures to show that the engine is dusty & dryIt has NOT been cleaned or pressure washed as Mr*** stated previouslyWe welcome any third party inspector or mechanic to inspect our findingsWe also welcome Mr*** to bring someone he trusts to inspect the motor & tell him & us what they thinkIn our opinion, if the motor had a “bad bottom end”, it would not have driven the amount it did, would have been smoking out of the tailpipe & would not pass smogWe are not perfect & will not pretend to be, but if and when there is a mistake we try to take ownership & quickly resolve the matterIn Mr***’s case we feel from what we have seen and what the technician found that this was not a case of poor workmanship or incorrect repairs, but was simply poor maintenance or lack thereofUnfortunately we cannot check the customer’s fluids for them or remind them to do so once the vehicle leaves our handsIt is ultimately the Driver’s responsibility, that being said, Mr*** is our customer, and we still want to help himWe are proposing optionsOption 1: Mr*** can buy a new short block or “bottom end” as he put it and we will install it at no chargeWe will also give him a year or 24,mile warranty on our workThe warranty on the materials will obviously vary depending on the options Mr*** chooses if anyWe will also let Mr*** use our shop discountOption 2: Mr*** can purchase an engine of his choice, new or used & we will install it for freeWe will offer a year or 24,mile warranty on our workIf Mr*** chooses a used engine then he needs to be aware of the warranty the engine provider offersAlthough we are not obligated to do this nor feel any way responsible, we hope that by extending this offer it will satisfy both parties and bring resolution to this situation

Our policy is clearWe gauarantee the parts we sell if they are installed by a licensed repair shop but in the event of failure or defect we do not cover labor costsThis is a nationwide standard and if you call any parts retailer, Dismantler or used parts seller you will see that everyone has the same policyWe installed many used engines and transmissions and have had issues with newly installed parts that had to be returned and in years We have never been reimbursedThey all say "bring it back and we will give you another one"We don't know who installed the engineWe don't know if the engine was installed properly We require the engine to be returned so that we can inspect the engine to confirm that is in fact the engine we sold and not the purchasers old engineWe also need to make sure it was not damaged by the installer and or purchaser Most importantly we need to get our part back to confirm that this gentleman is telling the truthIt is quite simple, return the item and get your money back

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is not satisfactory to meThey may have
towed it back down to their shop and are putting in a different engine for the car, but Exclusive Motors will put in an old engine and have it put in the wrong way again and damage the car internally due to the lack of workmanship from their mechanic I hope I am wrong this time, but because of the work I have seen them do to my car, I fear my car will be damaged still and see that the mechanic cut corners to "fix" my car againI want the mechanic to actual follow procedure and actually fix my car right this time, not cutting corners and using the right engine for the car, to put in an engine that wont die in a year or two

We have carefully reviewed Mr***'s complaint. We would like to provide the following facts:Pictures of the engine and all areas of concern brought up by Mr***.A picture of the new clutch kit that was installed.Pictures of each of the heads from multiple angles showing that there
was NO head gasket leaks because we had performed the service as stated before we sold the car to Mr***.Pictures of both valve covers from multiple angles showing that there were NO leaks because we had performed the service before we sold the car to Mr***.Pictures of the timing belt, timing belt tensioner, timing belt idler pulley, water pump, thermostat housing, cam gears and front crank shaft seal showing NO coolant leaks or oil leaks.We work by assessing facts just like all auto dealers and auto repair facilitiesMr*** contacted us and told us that he had returned after a trip out of the country and was told by his friend, whom he had loaned the vehicle to while he was out of the country, that the vehicle has broken down and it was making a loud noiseWe offered to take a look at the vehicle to see what was going on at no cost to the customerMr*** had the vehicle towed in to our facility and our Subaru mechanic performed an inspection and noted the following: No oil on the dipstick Coolant level at minimum levelRemaining oil drained from oil pan had metal debris in it . Oil was filled up and engine was started to inspect noise complaint and the engine has obvious internal damage and sounds like it has multiple rod bearings knocking.We sell all of our vehicles "as-is"We told Mr*** that all the services that we performed on his car would be covered under a warranty and he did contact us with a complaintHe brought the vehicle in and we performed a diagnosticIt was found that cam seals were leaking oil and one of the radiator hoses was slightly leaking coolant at the hose clampWe repaired the leaking cam seal and adjusted and tightened the hose clamp at no charge to Mr***The engine was cleaned and driven for miles, then raised up and inspected for leaksNo leaks were foundThe repair diagnostic performed at "*** *** *** ***" was obviously incorrect as they stated that the customers head gaskets, radiator and many other items were leaking and needed attentionAfter we replaced a leaking cam seal and tightened a coolant hose clamp he took it to someone who clearly knows Subarus to double check our assessment and they confirmed our assessment and did not find any oil or coolant leaks. As far as the check engine light coming on for what looks like a failing catalytic converter , we smog all of our vehicles before we sell themWe will gladly provide the smog certificate and the smog readout to show that we did all we are required to do. It is the owners responsibility to maintain and care for the vehicleSince it is obvious that this engine suffered do to lack of oil and not due to any items that we replaced or serviced we can not provide any coverageWe did contact Mr*** and offer a few different options, such as replacing the damaged engine with a used engine to keep costs down or replacing it with a new one and letting him pay us on a payment planWe also performed all the diagnostics which included removing the engine at no cost to himWe have also been storing the vehicle for Mr*** at no cost for the last month trying to figure out a solution to fix his vehicle and have offered him multiple repair options that have been rejected by Mr***Additionally, it has been very difficult to communicate with Mr*** as he has no phone that we can reach him at and responds to our emails weekly

I am rejecting this response because: Only a mind of a DISHONEST person would respond the way you didYou think I would waste my time and aggravation to file a complaint if the motor you sold me was not damagedYou knew the motor was a JUNK motor before you listed for sale on ebayObviously you refused to pay my mechanic for the labor to pull this JUNK motor out of my car if you want it back so badBelieved me I do not want your JUNK MOTOR at all and feel free to send your so called certified people to removed itI have all pictures and video to proof it was installed in my car and first start up knocks at idle, couldn't even make it around the block on a test drive and the engine diesYou are just putting up smoke screen for delay as you are a DISHONEST, LIES, CHEAT and RIPPED PEOPLE OFF hoping to get away with it

I am rejecting this response because:This is not yet satisfactory. The offer itself is reasonable, and I do not dismiss it outright. However, to refute most of your points:1: The catalytic converter on this Subaru has a sensor which can only be properly replaced by replacing the entire apparatus. This sensor failed for me at intervals of anything from 30 to 300 miles. I cleared the code and would continue driving to test its legitimacy, or try fuel additives and cleaners as suggested by Exclusive Motors. 300 miles is plenty of time to perform the actions required to pass a smog test, but still leaves me with a functionally crippled vehicle (constant check engine light), and is severely detrimental to my ability to drive or sell the car. The likelihood of this sensor failing within the 100 or so miles I drove the vehicle from the shop to the Lake Tahoe basin are very very low and the capacity to pass the test with the broken sensor is real. To confirm this, I spoke with the [redacted] ** location where the smog test for the vehicle was done, and they confirmed my assessment. Exclusive Motors very well could have sold me a car with a bad catalytic converter sensor, which, here, means a bad catalytic converter. I believe this happened, whether they choose to acknowledge it or not. 2: Exclusive Motors seems to have misread the timeline regarding the other mechanics' assessments. [redacted] examined the vehicle on April 20th, with significant amounts of oil seepage and residue on the engine. This is where they made their first assessment. Exclusive Motors then received the vehicle. Here's a point where having my cell phone would be really convenient so I could review my call log, but I'm not sure why their invoice reported an opening date of April 16, because they had not yet received the vehicle. It states the work was completed May 02, however, and my visit to [redacted] in Carson (because Exclusive's work has seemed suspect from the start) was May 12. They would not have observed any oil leakage as Exclusive had just replaced the Cam seals and cleaned the engine again. Their photos of the engine at present do not seem to indicate oil leakage, but do not explain the failure either. I see cams, valve covers and exhaust ports without oil residue but no reason requiring me to purchase a new engine/short block/"bottom end", which brings me to the next point.3: Exclusive's accusation that I am either negligent or incompetent enough to allow the car to run out of oil is insulting. As included in the affidavit attached to the previous message, the final driver of the vehicle, Kerry [redacted], put at least 3 quarts into it over 900 miles. I know that I too put in at least a half quart, roughly every other tank of gas, so ~500 miles. So, my 4300 miles represents at least 4 quarts as well. I very sadly do not have documentation for this but 7 quarts of oil over 5200 miles, with regular observation, should NEVER result in a sudden failure of the engine. It's absurd. I drove a 98 Legacy with 200,000 miles on it prior to this vehicle and I am very well versed in their maintenance. I am aware of and made clear to Mr. [redacted], that these vehicles require regular observation of their oil use, which he acknowledged and followed. I purchased this Outback to save myself replacing the older vehicle's head gaskets again, thinking it not worth it. Little did I know... And it's still driving around Truckee! Exclusive Motors doesn't have to babysit my car maintenance, I would never want that, but I do feel that based on the repairs they performed, the advertisements they made, the supposed quality of their business, they did not provide me with with the functional vehicle they have been asserting they did and making their failure my  responsibility is supposed to cost me thousands of additional dollars. The blue book value of this car is only about $6,000. I accepted their sticker closer to $7,000 because it should have been running like new and good for another 100,000 miles based on their repairs. Even with their labor offer, I'm looking at a $10-14,000 expenses not including general maintenance, the expenses related to dealing with this whole mess, or other repairs or upgrades the vehicle may need (AC, suspension, lights, fluids, accessories). Exclusive has been paid. Even with subsequent labor or opportunity cost, this won't hurt them. I still feel that these repairs should be solely their responsibility and resent being patronized as a customer.

Business states that they have been in contact with consumer and the issues are being resolved at the current time.

Initial Business Response /* (1000, 5, 2015/09/05) */
Customer bought car on 4-17-15 we passed the emissions for her and safety inspection like we're supposed to due.She bought the vehicle 4 months ago as-is no warranty.the car is at a shop we know doing the work at a greatly discounted price and...

we thought we were during her a favor.The other shop she had it at wanted 600 to fix the wiring that was eaten by rodents.the shop we know said 300 to fix.the shop says there waiting on her to give them the money on her pay day.What I want to know is how does this complaint concern us when complaints should be to the shop if any.Sounds like everyone is waiting on her.And how can you explain how rodents eating her wires have anything to due with us maybe you sent the rats to her house that's as absurd ad us being responsible.They said maybe clean the trash up around her house.

I am rejecting this response because: I paid $800 to installed the motor. I will not pay another $800 to remove this Junk engine to ship. Seller refused to pay my mechanic to pull this Junk engine out. Ebay guidelines with engine sold ebay.... seller requires to pay any cost to remove engine and pay for shipping. Why would I want to keep this Junk engine? Obviously the seller is Dishonest and playing that return for refund as he know I would not pay to remove this Junk engine. The engine is completely dead, pictures shows all the metal debris in the old oil before adding new oil and starting it up.

You can buy here with confidence. Pleasant car-buying experience, and they back their cars 100%. This was evidenced when we ran into problems a couple of times shortly after purchase, and they made the repairs no questions asked, and at no charge to us.

We have bought a total of 3 used Volvos from this dealer. Not only is he the dealer, he is the service person as well. He therefore knew the cars inside and out, and services them after the sale. His service rates are much better than then manufacturer, and he has been prompt and trustworthy in every aspect both in sales and service.

Review: sold me an engine on ebay and engine is completely damaged and bad. upon installed by mechanic and ready to add oil the old oil was full of metal debris. engine knocks on start up drove around the block then seized and dies. smooth talker and said engine is good with 130k. completely dishonest!!!! the guy is a dishonest and a crook!!!!!!!!!!!!!! FILING A DISPUTE ON EBAY TO GET MY MONEY BACK.!!!!!!!!!!!!!!!!!!!!!!!!Desired Settlement: Refund through Ebay or Refund by check. Don't matter how this crook decide to refund me.

Business

Response:

Thank you for bringing this matter to our attention. At exclusive motors all of our services and parts come with a guarantee. The customer in question purchased a used engine on eBay. Our used parts come with a 30 day moneyback guarantee you. The customer Then called on 12-05-16 and notified us that he believed the engine was bad and was making a noise. Since we offer a guarantee on all of our parts we told the customer to return the item for a full refund. The customer stated he would open a dispute through eBay to get his money back. We have yet to receive any notification from eBay regarding a dispute on that transaction. The customer also refused to return the item and demanded to get a refund without returning the item. We have no problem giving the customer a full refund as soon as The item is returned to our store in the same condition that it was sent out in. Please feel free to contact us at [redacted] with any questions that you may have

Consumer

Response:

I am rejecting this response because: I paid $800 to installed the motor. I will not pay another $800 to remove this Junk engine to ship. Seller refused to pay my mechanic to pull this Junk engine out. Ebay guidelines with engine sold ebay.... seller requires to pay any cost to remove engine and pay for shipping. Why would I want to keep this Junk engine? Obviously the seller is Dishonest and playing that return for refund as he know I would not pay to remove this Junk engine. The engine is completely dead, pictures shows all the metal debris in the old oil before adding new oil and starting it up.

Business

Response:

Our policy is clear. We gauarantee the parts we sell if they are installed by a licensed repair shop but in the event of failure or defect we do not cover labor costs. This is a nationwide standard and if you call any parts retailer, Dismantler or used parts seller you will see that everyone has the same policy. We installed many used engines and transmissions and have had issues with newly installed parts that had to be returned and in 10 years We have never been reimbursed. They all say "bring it back and we will give you another one". We don't know who installed the engine. We don't know if the engine was installed properly . We require the engine to be returned so that we can inspect the engine to confirm that is in fact the engine we sold and not the purchasers old engine. We also need to make sure it was not damaged by the installer and or purchaser . Most importantly we need to get our part back to confirm that this gentleman is telling the truth. It is quite simple, return the item and get your money back.

Consumer

Response:

I am rejecting this response because: Only a mind of a DISHONEST person would respond the way you did. You think I would waste my time and aggravation to file a complaint if the motor you sold me was not damaged. You knew the motor was a JUNK motor before you listed for sale on ebay. Obviously you refused to pay my mechanic for the labor to pull this JUNK motor out of my car if you want it back so bad. Believed me I do not want your JUNK MOTOR at all and feel free to send your so called certified people to removed it. I have all pictures and video to proof it was installed in my car and first start up knocks at idle, couldn't even make it around the block on a test drive and the engine dies. You are just putting up smoke screen for delay as you are a DISHONEST, LIES, CHEAT and RIPPED PEOPLE OFF hoping to get away with it.

Review: I purchased a 2005 [redacted] from Exclusive Motors in Rocklin, CA on Aug. 7th 2014. Once I got there from my hometown Santa Cruz, I test-drove the car around with [redacted], the Business Owner, and he claimed that the car had been fully inspected and that there were no problems with the car. He also said that they had rebuilt the Turbo. Two weeks later after my purchase the car Oil Gauge started flashing so I took it into Good Year to get an oil change. The car should not have needed to get an oil change considering I did not even get to the mile point that I was supposed to get it checked at. The light continued to flash so I took it to the [redacted] Car Dealership Shop in Santa Cruz,CA. They said that I should get it repaired by the Company that sold it to me. After [redacted]'s mechanic checked the car, he said that the oil was not being dispersed in the car and that is why the Oil Gauge flashed. [redacted] said that he was going to put in a new engine so I waited, in total, a month and two weeks. I was without a car and during the process I was forced to move to Washington State for personal reasons. I could not move until I had my car back from [redacted]. When I picked up my car from [redacted] I asked him if there was any paperwork for the work that was done and he said, "No, you're good to go". I drove back to Santa Cruz, packed up my car and drove to WA. I got my car inspected by [redacted] Auto Car when my car started smoking and the mechanics showed me the coolant that was all over the bottom of my car. They told me that the engine was not new and that it was not even the right engine for the car. [redacted] told me that the motor has damage internally. Also the rack and pinion was leaking. The power steering reservoir is cracked. I also had to pay $359.58 to fix leaking cooling system hoses by the turbo, radiator hoses that were collapsed and broken. There are also plastic zip ties holding covers together for the engine. [redacted] wants me to have it towed down but has not gotten back to me in 2 weeks.Desired Settlement: I would like the car to be returned to Exclusive Motors at their expense and to get my money back. I do not want to pay to have it towed over to them or to drive it all the way back to California. I do not want any part of Exclusive Motors anymore.

Business

Response:

Business states that they have been in contact with consumer and the issues are being resolved at the current time.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is not satisfactory to me. They may have towed it back down to their shop and are putting in a different engine for the car, but Exclusive Motors will put in an old engine and have it put in the wrong way again and damage the car internally due to the lack of workmanship from their mechanic. I hope I am wrong this time, but because of the work I have seen them do to my car, I fear my car will be damaged still and see that the mechanic cut corners to "fix" my car again. I want the mechanic to actual follow procedure and actually fix my car right this time, not cutting corners and using the right engine for the car, to put in an engine that wont die in a year or two.