Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/27/2024

  Type:Sales and Advertising 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.

  I bought a 2016 e350 from Conway Imports in December of last year and they purposely hid a headlight problem from me. I did a nighttime test drive and ******, the salesman, drove the car from around back and asked me to get into the car with the engine running. When we were finished he asked me to leave the car running. Immediately after I bought the car I noticed the adaptive headlights would malfunction upon starting and stopping the engine at night. I told them about the problem and they agreed to fix it but it took them 4 months to finally set an appointment to install the new headlight control module, which is where the problem was. Long story short, the problem was not solved. Whatever part they supposedly installed didn't work. I ended up paying $1400. in all to solve the problem. They also engage in false advertising. The price you see isn't the actual price you pay. When I sat down to sign, they informed me there was a $1495. dealership fee. They simply add it in. It's not even an itemized charge in the final agreement. I asked them for a copy of the paperwork I signed showing this charge and they would not provide it. In addition, they're famous satisfaction or return policy has a $2000. return charge they don't tell you about either.

  

  Business Response

  Date: 07/08/2024

  We have spoken to ************** and reached a resolution for this issue.  

  Customer Answer

  Date: 07/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, however, I am now waiting for promised payment from Conway Imports covering my diagnostic and repair expenses of Black Forest Benz.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/20/2024

  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.

  If you are thinking about purchasing a car from here, do not, I purchased a 2016 *** 7 series from here 4 months ago and untill this day Im trying to repair the car, the car is in repairable which makes me think its a lemon car. Day one we purchase the car me and my wife, the sales ***************** was a sweet talker, he makes you feel like the car is perfect, the manager/owner ***** sold us a warranty for 4000 dollars claiming it repairs the car bumper to bumper. (The warranty is a scam, they did not cover one single repair untill this day) Upon driving the car back to *********, we noticed the car is heavily shaking from the front and back. I took the car to *** dealership in ********* and upon inspection they found out many problems, ***** claimed that the car is perfect and theres no problems with the car. They refused to pay the repair bill claiming they can repair the car at their own auto shop which was a big mistake. The car sat by *** for 2 weeks before Conway imports towed it or drove it back to their auto shop. They claimed they repaired it and sent it back to our residence after a week. So the whole process took about 3 weeks, we rented a car for those three weeks and paid out of pocket. Fast forward to today and the car still had the same exact problems AND MORE!!!! Heres a video for proof from *** itself that these people are top line scammers. ******************************************************************************************************************* So far I have replaced front rims, four brand new tires, alignment. And the *** IS STILL BROKEN. I will be taking this dealership to court and will update you guys on the progress. Heres also an image for alignment to show you how bad and junk there cars are. STAY AWAY FROM THIS DEALERSHIP!!!! From day one we requested to receive our money back and the dealership refused. I have paid 4000 dollars for a bumper to bumper warranty sold by Conway and I want my money back for that.

  

  Business Response

  Date: 04/26/2024

  The customer alerted us to issues with the car that came up after a *** dealership inspection. The inspection pointed out vibration, a CV boot leak, and a hydraulic transmission mount leak.  We shipped the car to our dealership at no cost to the client, we fixed the transmission mount, CV axle boot leak, and we had two rims repaired by a professional wheel repair shop.  All parts used in the repair were OEM *** parts for which we have receipts.  We then shipped the vehicle back to the client after extensively test driving the car.  There was no vibration present and we took care of the repairs that were present at that time.  We did everything that was pointed out by the inspection at ***.  We offered to pay for the cost of the inspection and did all the work at no charge to the client.  We cannot be responsible for any repairs that were not promised.  There were no oil leaks, coolant leaks, and no blind spot issues at the time the vehicle was shipped back to the customer.  It was over two months of time passing before the customer reached out to us to let us know of any problems with the vehicle.  At this point, our 30 day powertrain warranty had already expired.  We cannot be held responsible for over two months of use of the vehicle.  

• Initial Complaint

  Date:08/16/2023

  Type:Product 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.

  Round 3 - oil pan leak again. Highly do not recommend buying a vehicle from them EVER AGAIN!

  

  Business Response

  Date: 08/23/2023

  Hello,
  
  
  Conway Imports last serviced Ms. ******** car in January 2023.  Since then we have had no communication from the customer regarding any further issues with the vehicle.  We were not aware that any other repairs were necessary.  Please don't hesitate to contact us at ************.
  
  
  Thank you.

• Initial Complaint

  Date:05/04/2023

  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 purchased a 2014 Audi at this dealership. The vehicle had ***** miles. I felt almost as if they were trying to get rid of vehicle. I was in dire need of a vehicle, but as I was driving the vehicle off of the lot I didn't feel good about this purchase. As I was driving the vehicle home on the expressway, a plastic cover which covers the under carriage of the vehicle fell off and was dragging on the ground. I immediately called them and told them I wanted to return the vehicle. I spoke to **** who told me I would have to pay a 15 % restocking fee to return it! I literally hadn't had the vehicle an hour. After going back and forth they ( Conway) said that they would fix the under carriage and the back door that wouldn't open. I picked up the vehicle the next day, the under carriage cover was fixed, but the back door, nor window was repaired At this time I had 7 days for them to fix anything, and 30 day power train , at about 3 weeks driving the car only home and to work, the oil light comes on that says there is low oil... To get oil levels checked, oil gets topped off the light comes back on, I take the vehicle to a certified mechanic and he tells me there is an extensive oil leak, rusted oil pan, old tubes hoses and a plethora of repairs to the tune of $2600... I call the dealership for the 3rd time and they tell me oh well we only have one mechanic and you should go to a repair shop , I call again the 4th call and they tell me nothing that is wrong is covered under 30 day warranty but bring it in and we'll see what we can do, but they tell me to keep in mind it's a 2 week wait at this point. It's all smoke and mirrors with this dealership and clearly from my complaint and others, they sell lemon cars. What person that works everyday has time to play money games or feel like they have been taken advantage of? I don't. I feel like this dealership strings it customers along instead of just doing the right thing and paying for repairs or replacing the vehicle.

  

  Business Response

  Date: 05/05/2023

  We offer a 7 day/400 mile return policy for every car sold at Conway Imports.  A part of that policy is a 10% restocking fee.  This policy starts the moment the customer leaves our dealership after purchasing a vehicle.  Our 30 day powertrain warranty covers internal lubricated parts of the engine and transmission only.  We inspected the vehicle that was brought in and found that the engine cover under the car was still attached but looked like a part of it was ripped probably due to an impact under the car.  We did reattach the cover at the time the vehicle was here at no charge.  Our technician did not see any oil leaks under the car.  We cannot be responsible for damage done to the vehicle after the customer takes possession of the car.  We did know within the first week that the window switch was not working and we did promise to fix it.  The customer did not show up for the appointment to get the switch repaired.  The next time she contacted ** was exactly 30 days from the purchase date.  We did remind the customer that our warranty covers the internal lubricated parts of the engine and transmission only but we would like to schedule an appointment to have the car checked and find a solution.  Unfortunately, we are extremely busy and the next available appointment would be within the next two weeks.  Customer satisfaction is our number one priority.  We want to resolve this issue in the best way possible for everyone.

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20020304
  
  I am rejecting this response because:

  Attached is a copy of the repair bill for the vehicle purchased at Conway Imports Auto

  
  

  Through this letter, I am requesting that Conway Imports *********** the situation in a
  timely and satisfactory manner. Please note I have taken the vehicle to an
  authorized mechanic to make repairs and have a record of every attempt
  to solve these issues. I demand that these issues be addressed, and any
  necessary repairs be made at your cost. I am also requesting that if the
  issue is incapable of being solved, then a replacement vehicle or a full
  refund of the purchase price be provided.
  I have also forwarded my complaint to the ************************* along with  all invoices for
  the repairs that I have made and request that you take them into account
  regarding your response.
  Since this has been an ongoing issue for quite some time now, immediate
  action is expected, and I trust that you will expedite the resolution of this
  matter.
  Sincerely,

  ***********************
  [Your Name]
  

  
  

  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/21/2022

  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.

  On 10-01-2022 i purchased a 2015 **** Edge from Conway imports in **********, **. I clearly reviewed the *** FAX report with no addressing issues or flaw prior to inspection and purchase. I test drove and inspected the vehicle with nothing wrong at the time it was quiet. Not even 3 months into the vehicle purchase my complaint was a motor oil leak and brake fluid leak against the firewall panel. The vehicle was inspected by my brother addressing the problem of oil pan gasket and firewall brake fluid leaks. I was told to bring it in by the general manager name *********. I dropped off my vehicle on 12-14-2022 that being said I spoke to the sales associate *** and the General Manager *********. I was told since I am out of the 30 day warranty and had 7 days to inspect the vehicle while off the lot at this point we cant do anything. Not a helpful customer service there. Obviously you dont sell a lemon vehicle on the lot if there was/is a problem when a dealership inspects. First of all, the motor oil and brake fluid leaks did not occur on the dealership lot. I know what a oil pan gasket and brake fluid leaking looks like as well there was no dashboard notification addressing whatsoever. The salesman *** assumed I did something during that time frame which I DID NOT. DONT assume Wrong approach! By addressing the two major issues of oil pan gasket and brake fluid oil leaks. I was told during a multiple vehicle update by General Manager ********* that the cause was the oil pan gasket that would take a labor work 6 hour job repair at a quote cost approximately $900.00 which I am thinking about the labor time for a gasket repair DOES NOT *********** hours if you know what your doing under a one man job. The task is about 45 minutes to 1 hour. So ********* told me he would cut the cost to $270.00. I stated my argument why should I have to pay for this. (Here is the run around again 30 day warranty exhausted) I was fed up. 2nd-issue is the brake fluid firewall leak was not done

  

  Business Response

  Date: 12/29/2022

  Our warranty for all vehicles that we sell is 30 days for the transmission and engine internal lubricated parts only.  ****** leak that happens three months after the purchase is not covered under our warranty and is treated as any normal service that needs to be paid for. The service department at Conway Imports confirmed that the customers vehicle had an oil pan leak present.  We base our labor estimates on Alldata, which is a repair tool used throughout the vehicle service industry.  Alldata put the repair at 5.1 hours, we estimated 6 hours for the oil pan gasket and the oil change.  We performed the repair and put 6 quarts of 5w-30 motor oil into the engine.  After the complaint was filed at the BBB, we made several attempts to contact the customer and try to settle this matter. We called, left voicemails, and texted the number the customer provided.  We were unable to reach anyone.  We want to do the right thing and help if the repair was not done to expectations.  If need be we will refund the repair cost. 

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18623724
  
  I am rejecting this response because: NOT HAPPY AND I AND MY SIBLING STATED TWO PROBLEMS TOWARDS THE VEHICLE NOT ONE, THAT IS A LIE ON YOUR END WHOEVER DID NOT ADDRESSED THE PROBLEMS CORRECTLY. WHICH I SPOKE TO TWO EMPLOYEES (*** AND *********) YET CHARGING ME. YOUR NOT HELPING ME, THAT IS BULLSHIT! Sorry, I will not do business with you anymore or send customers your way! You can send me a refund check to my home. Im very angry. 
  
  Sincerely,
  
  J Latine

• Initial Complaint

  Date:10/23/2022

  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.

  We bought a vehicle 08/25/22. 10 days after buying vehicle it wouldnt start. Calls were made to Conway Imports and Manager refused to help or take the car back. Battery was replaced. The very next day vehicle would not start again. Very angry calls were made to Conway and Conway agreed to look at the car and made the false claim of the battery was disconnected which is impossible because the vehicle got me to work but would not start in the parking lot and batteries must be manually disconnected. 30 days after that the vehicle would not start again; the car was taken to a mechanic where they could not find the problem as to why it kept not starting. Conway then received the vehicle again and had it for over a week; claimed Radio was draining battery. Upon receiving the vehicle back none of the electronics in the vehicle work properly and the vehicle is in worse condition. Calls were made to the owner where he told me he would buy it back for the price I purchased it for (I have only had the vehicle for 2 months and barely have been able to drive it) (25k) upon going owner refused to give me the original amount for the car. Business has many previous claims of the same issue with this dealership.

  

  Business Response

  Date: 10/26/2022

  Dear **********
  
  We apologize for the inconvenience and we appreciate the opportunity to respond to this complaint. Every one of our vehicles comes with a 30 day powertrain warranty for the engine and transmission internal lubricated parts only. Our Dealership offers a 7 day/400 miles return policy. We never refused to help and attempted to resolve the issue. All warranty  service needs to be done at our facility. 10 days after the purchase when you couldn't start your vehicle we went out of our way and paid for towing. We found that a new battery was installed after purchase and the terminals were loose. That was no charge for any repairs or inspections after purchase.  We did everything we could to get you into a new vehicle but the terms did not work out. Anything we did after the sale is not covered under our warranty or IL 15 day warranty. At this point we feel there is nothing more we can do.
  The customer also filed a complaint with the state attorney regarding trade in pay off. We responded to the complaint and proved that the trade in pay off was done on time according to relevant law.Tell us why here...

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18299119
  
  I am rejecting this response because:

  Conway did refuse to help the first time the vehicle died. Their manager ********* has all the evidence of that and essentially told us not our problem.  The SECOND time the vehicle died; then many angry calls were made to the point ********* was forced to help tow the vehicle. Secondly, the vehicle was sold with a defective battery and a defective electrical system. Which then would put the implied warranty in effect, when a vehicle is sold DEFECTIVE. When I bought the vehicle it was proven with the MANY times it had died and now is in poor electrical condition as a result. Lastly and finally, Conway FAILED to follow through on the negotiated terms through the owner ***** stating he would give me 25k (rounded up) for the vehicle since I had only had it for less than 2 months and was never able to drive it. This was the listed price of the vehicle. Not including taxes and fees which I understood. Upon going to Conway they told me they would give me 8k less (17k)  for a defective vehicle they sold me that could not have possibly depreciated that much in value in 2 months. Conway is a complete and utter scam and deserves to be shut down entirely. Many claims have been made against this business and they will continue to sell defective vehicles putting peoples livelihoods at risk for the benefit of their own money. 
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 10/31/2022

  The owner of Conway Imports told ******************** that we would pay top dollar for her vehicle.  We offered her $17,000.00 for her vehicle which has a trade in value of $14,430.00.  As previously stated, all work or inspection services have to be performed at our dealership.  So we did not send ************** to the customer's home.  The IL state warranty and our own 30 day warranty cover the ********************** of the vehicle.  That means the engine and transmission internal lubricated parts.  Electrical components are not subject to any warranty whatsoever.  Any other work on a purchased vehicle we do as a courtesy to our clients.  The customer drove away and used the vehicle during which time we had no control over the state of the vehicle.  If the battery was drained and replaced incorrectly, that is not something that we are liable for. 

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18299119
  
  I am rejecting this response because:
  

  As agreed to by the owner; top dollar and our agreed terms were set and estimated. at  25k which was the purchase price of my vehicle minus taxes and fees. ***** (owner) verbally told this to myself and my husband on two separate occasions the agreed terms. A vehicle does not depreciate thousands of dollars in a short amount of time with barely 1k more miles being added to the vehicle. granted the market has changed in used vehicles but does not make up for the poor execution of this absolute scam of a business. 

  As stated above, the car would not start within 10 days of purchase, PROVING the car was SOLD defective. Again, ********* refused the first time to help with the vehicles large problem at hand. So much that even jumping the vehicle would not allow it to start; again proving that the vehicle was sold to me defective. 

  I asked many times to please refund me my downpayment and trade in value of this deal. Simply wanting to walk away from the mess Conway has now entangled my family within. They can have their vehicle back. 

  I will continue to pursue action until this is taken care of the proper and logical way. Imagine 7k of your hard working money stolen from your pockets by the absolute work company you've ever encountered with MANY other complaints against them. 

  Sincerely,
  
  *************************************

  

  Business Response

  Date: 11/01/2022

  The owner ***** made no such promises to ******************** or her husband.  As stated before he did say he would offer her top dollar for her vehicle.  In the time since the purchase of the vehicle, the market dropped considerably and that is reflected in the offer we made.  We propose two options:  first that we will up our offer to $20,000.00 trade value for the vehicle or second that we offer $1,000.00 towards the repair of the vehicle at an independent shop.  We feel this is more than fair as it lets the customer either walk away from the car or get it repaired with minimal cost.

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18299119
  
  I am rejecting this response because:

   

  That is a complete and utter lie; not to mention incredibly insulting to try to turn the narrative in their favor. 20k was never offered on the vehicle; the most they would do is 17k. And tried to claim I purchased my 25k car for 20k. Upon bringing all my paperwork which proved I purchased the vehicle around 25k even then they still NEVER offered 20k on the car. 
  There is 4 witnesses to the claim that the owner told myself and my husband that they would give me PURCHASE price of the vehicle. AKA 25k (EST) 
  If you want to look like somewhat of a reputable business; starting off would be being truthful to customers and complaints about the mistakes and false accusations you made. 
  Truthfully this entire situation couldve been avoided if the business followed through on agreed terms and followed better business practices. 
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 11/15/2022

  In our last response to the customer we offered her two choices:

  
  1.  The first choice is $20,000.00 trade in value for her vehicle at this time.  This offer was made in writing through the BBB response system.

  
  2.  The second choice is $1,000.00 towards a repair at an independent shop so the cost of repair for the customer is minimal.  This offer was also made in writing through the BBB response system.

  
  These two offers were part of our response to the customer through the **********************.  The offers were not made at the time of their visit to our store.  As previously stated and proved with an attachment from the Carfax report, the trade in value of the vehicle dropped significantly since the time of purchase.  The offer above still stands.  

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18299119
  
  I am rejecting this response because:
  
  If you could at least come somewhat close to the listed price of the vehicle (24k) we could make something work. Otherwise I have lost 4K in a matter of 2 months and that doesnt seem reasonable. 
  

  Thank you for the two offers. 
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 12/01/2022

  As of now, the $20,000.00 trade in offer is still on the table.  If that is not acceptable, we would like to help with the repair of the vehicle.  We are still offering $1,000.00 towards a repair at an independent shop.  

• Initial Complaint

  Date:07/24/2022

  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.

  Dealership sold us a car with a broken clutch. We were covered for 30 days for any and all repairs and they refused to help.

  

  Business Response

  Date: 07/29/2022

  Dear Customer
  We apologize for the inconvenience and we appreciate the opportunity to respond to this complaint.
  
   We never refused to help your son with the issue. We did explain the options to remove the clutch to be able to inspect whether or not the clutch was abused, burned, mastered etc. Per our conversation if the clutch was NOT in fact mistreated but faulted by natural causes, we would be responsible and obligated to take care of the issue. Even if it was mistreated we still did offer to help with free labor and discounted parts.  When you refused these options we did not have the chance to find out and assist.
  
  Even if there are things that go wrong which our warranty does not cover, we always try to help our customers to take care of the issue and we did in your case. 20 days after the purchase we took care of the axle which was not covered by our warranty.
  
  We apologize for the inconvenience again.

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17617950
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/22/2022

  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 purchased a 2016 ********** Jetta with a 30 day engine and transmission powertrain warranty. I brought it back in for repairs and when I went to pick up the vehicle, my clutch was destroyed and they attempted to let me leave like that. I brought it back to them an they tried to charge me to remove the transmission. Brought it to another shop and have physical proof that they damaged the clutch

  

  Business Response

  Date: 08/13/2022

  Dear Customer

  
  We apologize for the inconvenience and we appreciate the opportunity to respond to this complaint.
  
   We never refused to help you with the issue. We did explain the options to remove the clutch to be able to inspect whether or not the clutch was abused, burned, mastered etc. Per our conversation if the clutch was NOT in fact mistreated but faulted by natural causes, we would be responsible and obligated to take care of the issue. Even if it was mistreated we still did offer to help with free labor and discounted parts.  When you refused these options we did not have the chance to find out and assist.
  
  Even if there are things that go wrong which our warranty does not cover, we always try to help our customers to take care of the issue and we did in your case. 20 days after the purchase we took care of the axle which was not covered by our warranty.
  
  We apologize for the inconvenience again.

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17611918
  
  I am rejecting this response because:

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

   reported via email

  6 days ago

  
  

  To:"Customer Relations" <***************************************************************************************>

  [You don't often get email from ******************** Learn why this is important at https://aka.ms/LearnAboutSenderIdentification ]
  
  I submitted a complaint about Conway imports that has not been resolved. They refused to provide me with repair orders or any paperwork about what they fixed before, and they did not offer me any help with parts or labor like they said. When I asked them what help they could give me Conway imports was going to charge me labor just to find out if they damaged the clutch. The clutch that worked before I brought it there. I brought the 2016 ***** to another shop and they pulled out pieces of my clutch. Clear evidence of damage. My clutch was not in pieces before I brought it to Conway. Conway imports told me that they had replaced the spark plugs, as you can see from the other shops recommendations, my spark plugs are still bad?
  WARNING: YOU HAVE RECEIVED AN EMAIL THAT ORIGINATED FROM OUTSIDE THE ORGANIZATION. PLEASE VERIFY ALL MESSAGE CONTENT BEFORE CLICKING ON LINKS OR ATTACHMENTS.
  

  

  
  

  

  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/03/2022

   We never refused to help you with the issue. We did explain the options to remove the clutch to be able to inspect whether or not the clutch was abused, burned, mastered etc. Per our conversation if the clutch was NOT in fact mistreated but faulted by natural causes, we would be responsible and obligated to take care of the issue at our facility

• Initial Complaint

  Date:06/15/2022

  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.

  Bought a Car from them, they said they would mail the second key to me the next day. I've reach out a total of 5 times now, and every time they say they will send out the key "tomorrow", but its been coming up on 2 months now.

  

  Business Response

  Date: 06/21/2022

  Dear ********
  
  We apologize for the inconvenience and misunderstanding. Unfortunately your messages didn't get to the right person. We were informed that the key would be picked up from our location. We tried to call you a few times on Jun 20th and 21st without success. We are going to mail the key today then.  
  

  Customer Answer

  Date: 06/24/2022

   
  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,
  
  ***********************************