Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

Used Car Dealers

Excalibur Auto Group Inc

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:08/22/2024

    Type:Sales and Advertising Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased a vehicle from Excalibur Auto Group in April 2024 is a 2015 VW Golf Excalibur stated the vehicle had been checked and serviced prior to placing vehicle on lot for sale. The car has had multiple issues since purchase misfiring on the 3rd cylinder in need of spark plugs(proven). Vehicle has leaks in the coolant(proven) leaks in seals/gaskets(proven) that require repair. Brought the vehicle in to be checked and left with the service department at Excalibur. Both times, the service department has refused to acknowledge or repair the issues. The tech said the leak in the oil seal was not bad enough to fix?? Upon driving the vehicle after the the last request for service, they said the battery was bad and needed a new one. Their quote was ****** higher than 2 other quotes by phone. So we had the battery replaced at ****************. Turns out the battery was fine, the vehicle had another issue that was draining the battery. Excalibur has refused to diagnose/service a vehicle they sold that was in bad condition. This was and is consumer fraud and abuse by Excalibur. The service employees from ***** to the technician have stated "we don't see anything wrong". This is an attempt to mislead us as the problems have been diagnosed by 2 other reputable mechanics, both concurring the diagnosis of the issues. I have tried to speak with the General Manager and no one will return calls. They are intentionally and willfully ignoring and refusing to service the vehicle or even stand by their contract of sale(warranty). I am seeking the repair or replacement of said vehicle immediately. I have all documentation from certified technicians and the Local VW Dealer. I allege Excalibur sells vehicles without doing standard safety and wear checks. I further allege Excalibur then pushes a warranty that they themselves won't honor to avoid actually repairing defective vehicles they sell. Documentation can be provided.

    Business Response

    Date: 08/22/2024

    I called the customer on 8/22/24 at around ******. The customer answered the phone and then passed me to her mother. I listened to the problems they said they were having i tried to ask what we could do to help, she stated that we had our chance I ask again what we could do to help, and she hung up on me. I don't know what they want us to do. Please have customer contact me so we can figure out what they want us to do.

     

    *******************, President.

    Excalibur Auto Group Inc.

    *************

  • Initial Complaint

    Date:07/24/2024

    Type:Service or Repair Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 6/12/2024 I went to Excalibur Auto Sales dealership. I had a 2013 ***** Impala trading in for a vehicle that was more economical and low maintenance. The sales guy that was helping me his name was *********. On July 3rd moved to a new apartment and the ***** I decided to buy started to act up on me! I called the dealership about the situation and thought it was the battery on the key chain that needed to be changed. Still my car was acting up after that. I then decided to download a car fax through my car insurance and sure enough it showed that there's a recall all on *****s from 2018, which mine is 1 of them. I called the ***** dealership and they told me it's a waiting long time frame. Which my car is already acting up and I don't feel safe driving it. I went to the dealership thinking I got a good deal and not having to worry about any major maintenance after purchasing the vehicle! Now I'm dealing with this and having to wait so long. I need my vehicle for work, and at this point thinking about just riding my bike to work. I don't feel safe driving the car. My complaint is, why would they sell me a car them knowing the car had major issues. Which I'm very upset about and I shouldn't have to wait so long to get my vehicle fixed! When I also called Excalibur about my car having issues. I wanted to bring my ***** to see if that was the problem, or if it was because of another issue. The lady over the phone was not wanting to do a no charge bringing my car in to get it checked out. But when I explained to her about the situation and told her I shouldn't have to pay anything, she then had 2nd thoughts about it and said I could bring it in. But then I decided not too, because I know the problems that the lady explained to me over the phone was surely because of the gas pump. The lady also told me that they had all there *****s on hold and not selling because of the reason of the recall. I then didn't say nothing to her and was upset of the situation.

    Business Response

    Date: 08/23/2024

    We have resolved this issue with the customer, we have her car and are waiting on parts from ****** she has a loner car. If there are any other questions, please let me know.

    *******************, President

    Excalibur Auto Group Inc.

    *************

    Customer Answer

    Date: 09/03/2024

    The dealership contacted me on the 22nd of August stating my car will be ready to pick up 2 weeks from now. He'll contact me and will let me know when he gets further notice from ***** dealership. Taking longer than expected because ***** dealership gave the parts to someone else, so I have to wait another 2 weeks or so. After the boss contacting me from the dealership at Excalibur, few weeks back he loan me a car while they have my car. This was after I reported to BBB. I received a message to respond. I was not able to respond from the link you provided. So I'm sending a email about briefly what's being done with my car. After getting off the phone with **** he also mention about crediting me back 1 months of my car payment, Which I appreciate it.  

    Customer Answer

    Date: 09/16/2024

    I'm just currently waiting still on my car. They're still working on my car. Last time I talked to the dealership he said possibly by this week my car would be fixed. I still haven't heard anything. I'm hoping soon I'll be getting a response about my car being fixed. 

    Business Response

    Date: 09/17/2024

    I just received this notice. I have just talked with the customer this morning we are resolving the issue. She has our loaner car. 

    Customer Answer

    Date: 09/18/2024

     
    Better Business Bureau:

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

    Sincerely,

    ***********************
  • Initial Complaint

    Date:06/18/2023

    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 bought a 2014 Kia ******* from Excalibur on 5/27. I traded my ***** cruze in and also paid them the remaining balance in full in cash and took possession of the car on 5/28. Within 24 hours of driving the car the check engine light came on and within 3 days it started having other problems like not starting and the push start remote sometimes doesn't work. I have both been to Excalibur and called numerous times about the issues,they do not seem concerned. They scanned the engine code and said it needs a catalytic converter, which 3 weeks later they have still yet to do that repair. I am a single mom, living on low income, and have saved for years to buy this car that they said was a good car and had no issues. I have had to take off work early and miss work sometimes due to the intermitten no start issue that they are not concerned with fixing. I took the car to my mechanic to try and get help to diagnose the problem which costed me $225 and he found that the car needs $2,473.54 in repairs for the leaking head gasket and neutral switch and he said if these repairs are not done that the engine will blow. He gave me statements, paperwork, picture and video evidence to give to the dealer to ask for the repair to be done and when I went to drop it off, they took copies and told me the manager ***** would call me, it has been about a week and he still has not called me and is dodging my phone calls. The other manager ***** knows the remote is not working and told me to replace the battery in it which I did, and it is still not always working properly so it is a faulty remote which I have asked that they replace and they have refused that as well. I feel like I gave them my life savings and they need to make it right by repairing all the issues- the catalytic converter, the head gasket, the neutral switch, a new key fob, and diagnose and fix the no start issue. I am very disappointed in their dishonesty and uncaring, unapologetic attitude in getting this issue resolved.

    Business Response

    Date: 07/14/2023

    07/14/2023
    TO WHOM IT MAY CONSERN
    RE: ************************* COMPLAINT
    Ref # ********-BE496



    We received a call from ****** shortly after her purchase. She stated she was having a couple issues with her vehicle. We had her bring it into service right away at no cost to her. Our techs scanned it and found that the Catalytic Converter was beginning to fail. They could not duplicate the key fob or no start issue, as it was working as designed during the time we had it. There were no other codes,current or historic, stored in the computer.  We agreed to replace the Catalytic Converter which had to be ordered and was a couple weeks out. We also agreed to continue to diagnose the key/starting issue during her future appointment to replace the Catalytic Converter.
    We completed the above-mentioned diagnosis, ordered the Catalytic Converter and had her appointment scheduled all at no cost to her, prior to Ms. ******* complaint even being filed.
    At her appointment we replaced the Catalytic Converter. We were also able to duplicate the intermittent issues she was having and replaced the neutral safety switch to remedy the key fob and no starting issue. During her appointment **************** stated that she had some concerns about a head gasket issue. We pulled all the covers to gain access to the lower head. We could see residual coolant around the head gasket.
    We have agreed to repair the head gasket, again at no cost. This is a huge job and once disassembled must go to the Machine shop. Their first available appointment is in August. We have offered a loaner Vehicle for **************** to use during her appointments with us. She is currently scheduled to have her vehicle worked on here Aug 7th.
    **************** Vehicle was sold as/Is and out of Manufactures warranty. **************** also declined to purchase any extended coverage at time of purchase.
    Vehicles are mechanical and always require maintenance and repairs. We have performed all repairs and scheduled her future appointment, In a timely.
    Being that all of **************** issues developed shortly after her purchase, and that we pride ourselves on our customer service have decided to perform these repairs at no cost to her.

     Please Feel free to contact me with any questions or concerns,
    Thank you, 

    *******************, GM
    Excalibur Auto Group Inc.
    *************                                                                                                    

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.