Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went in to check out a 2015 ***** 3 on 11/29/24 couldnt any help as all their employees seemed to be on a smoke break for the whole 30 minutes I was there. I then went back in on Saturday 11/30/24 to buy a 2015 ***** 3. The salesman was upfront and honest car drove great and ended up going through the application process and got approval at 8.4% at 60 months then went to their finance *** ****** to get everything settled. Unfortunately ****** tried to pull a quick one on me saying the terms were at 9.2% at 63 months and then tried to argue that I was wrong when I tried to correct him only admitting after I had stood up and started walking out. Then to further waste my time l've spent all day today 12/2/24 talking to the salesman to see about making it right yet all they can offer is $200 dollars off the price after taking a hit on my credit and getting tried as a idiot.****** tried to get in to my pockets deeper thinking I was an idiot and wouldn't catch on. May not seem like a big deal but to save 4 bucks a month and pay almost 1% more in interest is not just a small deal especially when he was trying to sneak it by me.

  

  Business response

  12/21/2024

  Thank you for your feedback and for ultimately choosing to purchase your 2015 ***** 3 with us. Were truly sorry to hear about your experience and would like to clarify a few points.

  We understand your frustration regarding the financing process, and we want to emphasize that transparency and customer satisfaction are core values of our dealership. Bank approvals for financing involve many variables, including term length, loan-to-value ratio, credit rating, and even the vehicles age. Additionally, longer terms, much like mortgages, often come with higher interest rates. All of which can be seen in the example attached. More money borrowed and or more term equate to more risk for the lender thus higher rates. Conversely lower loan to values and shorter terms offer lower rates. Lenders set the rates. Not dealers. Its ultimately up to the customer to decide if the monthly payment savings are worth the extended time. Or even if a shorter term and higher payment make better sense. If they are not, we always revert to the original terms as we did in your case. We as a dealer when provided with adequate time are more than willing to explain how intricate bank approvals can be. Again our goal is simply to show what is possiblenot to dictate what must be done.
  

  Regarding your visit, we apologize if you felt unattended during your first trip. Fridays and Saturdays are typically our busiest days, and while we strive to assist every customer as quickly as possible, we regret that this may not have been your experience.
  

  As for your interaction with our finance manager, we sincerely apologize if there was any misunderstanding or if it came across as anything less than straightforward. We aim to explain every option clearly so our customers can make informed decisions, and we regret that this was not your impression.
  

  Your feedback is incredibly important, and we will use it to improve both our communication and processes moving forward. While we are grateful for your business and the opportunity to work with you, we deeply regret that your experience wasnt as seamless as it should have been.
  

  Please dont hesitate to reach out directly if theres anything further we can do to address your concerns or improve your satisfaction. Thank you again, and we hope to serve you better in the future.

• Initial Complaint

  11/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Jan ******* i bought ****** Truck from Impex. We had some problems with the truck and not totally happy with it. So in August, I traded it in to different dealer. On August 22, 2024, I went to Impex to cancel the service contract which I paid $2995 in January. I was told it will take about 3-4 weeks for my refund. After 4 weeks, my husband tried to call many times but they woyld not talk to him. Then around the first week of October, we went to the dealership again and was told by one of the finance manager that it takes 4-8 weeks for refund but it's coming. So last week I called but was transfer to voicemail. I left the message but nobody returned my call. So it's been 12 weeks, please help me to get the refund. I really need it. Thank you.

  

  Business response

  11/14/2024

  Thank you for reaching out. As we discussed when you visited in August, our providers require documented proof of the vehicles mileage and the date at the time it was traded. Unfortunately, they cannot accept verbal confirmationdocumentation is necessary to process the cancellation and refund.
  Or if you still have the vehicle, we can verify the information directly in person. Otherwise, any paperwork showing the mileage and date of trade remains the only way we can cancel. Unfortunately this is a requirement from the provider, not Impex. However the cancellation will be processed based upon the date and mileage on those docs. Once we have this, we can move forward with your refund request. A voicemail has been left on the phone number on file. Thank you for your patience, and please let us know how you'd like to proceed.

• Initial Complaint

  08/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  8/10/2024 My husband and I went and spent over 4 hours at Impex Auto Sales in **********. We got approved for the car we loved and we test drove it and brought it back to dealership. After we got back to the dealership we parked the vehicle and went in to sign paperwork. While inside we were informed the car had died and needed to be jumped off so it could be taken to be detailed before we left in the car. We were told by our salesman ***** that he sent his guys to purchase us a brand new battery for the car before we leave. However, we were lied to! The battery was never replaced. We drove over an hour home and our car completely dies. We reach out to our salesman and still have yet to get a response. To say we are disappointed is an understatement.

  

  Business response

  08/23/2024

  We are truly sorry to hear about your recent experience at Impex Auto Sales. Please accept our sincerest apologies for the inconvenience and frustration this has caused you and your husband.
  

  Providing exceptional customer service and ensuring the quality of our vehicles are our top priorities, and we deeply regret that we fell short in this instance. We understand how disappointing it must have been to encounter issues with your car's battery, especially after spending so much time with us and traveling a significant distance home.
  

  To make this right, we have issued and mailed a check to you to cover the full cost of a new battery. We hope this helps alleviate some of the inconvenience you have experienced. Additionally, we will be addressing this situation with our team, including the sales *** and his manager, to ensure that such miscommunications and oversights do not happen in the future.
  

  We truly value your business and would like the opportunity to restore your trust in us. If there is anything else I can do to assist you or improve your experience, please do not hesitate to reach out to me  directly at ********************.
  

  Thank you for bringing this matter to our attention, and we appreciate your patience and understanding as we work to resolve it.

  All the best,

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

  Customer response

  08/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. I also want to say thank you to ************** for being so king and willing to help resolve the issue! 

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle from IMPEX and was told that I have to pay for a low **** thats already installed on the car. My car is not financed through the dealership but through my credit union. I didnt understand at the time because I was told in order to get the vehicle I would have to pay for the low **** and service. I was told I would receive a pin to track the car but never got one. I have been looking online and see that they should not have forced me to pay for this low **** because it is already installed. I would like a refund of 1598 and I would like the bbb to investigate this company because they are pressuring consumers to pay for something that they install and dont need. What makes this even more bad is that my mother, sister, and cousin also purchased cars from there and was charged this fee as well. They literally force you to pay this in order to get the car. There are a lot of people here in ********** that purchase cars from here and I feel that we all should get refunds because this is affecting multiple consumers. We should not be forced into purchasing this service because they decide to put low ****s on cars. Please help me get a full refund. I paid this money for absolutely no reason there was never a pin given and I never wanted the service. They listed two fees of 799 one called a theft fee and the other a documentation fee. I already paid for tax and tags.

  

  Business response

  08/14/2024

  Thank you for sharing your concerns. At IMPEX, we pride ourselves on maintaining complete transparency in our dealings with our customers. Its crucial to address a few points regarding our documentation fees and the LoJack system.

  Firstly, regarding our documentation fee, I want to assure you that this fee is not arbitrary or selectively applied. Our doc fee is clearly posted for all customers to see at the time of purchase. The North *************************************** (NCADA) provides guidelines that ensure fairness and consistency across all dealerships, and we adhere strictly to these regulations. As per NCADA guidelines, we charge the documentation fee uniformly to every customer, ensuring there is no discrimination or preferential treatment.
  We also understand your frustration regarding the LoJack system. It's important to note that the inclusion of the LoJack system in our vehicles is part of a broader security and protection plan aimed at enhancing vehicle safety and recovery in case of theft. The cost associated with this system, along with the documentation fee, is disclosed upfront and is part of the total vehicle cost that is agreed upon at the time of purchase. This practice is consistent with industry standards and ensures that all customers receive the same level of security for their vehicle.
  If you have any concerns about not receiving the pin for the LoJack system or feel that you did not receive adequate information, please reach out to our customer service team directly. We are committed to resolving any issues and ensuring you are fully satisfied with your purchase experience. Our goal is to provide all our customers with transparent, fair, and consistent service. Furthermore it is company policy that our employees get the "required signatures" of acknowledgement of all charges and services. We have done this in this case and many many others. 
  For further assistance, you can contact our customer service department at ************, and they will be happy to address any specific issues or questions you may have about any Lojack connectivity issues you may have. We will gladly be here to help. 
  

  ***************** also filed a complaint with the *** back in June of this year and I can surmise there reply back to him was one that was unfavorable. I dont know but what I do know is on July 01 of 2024 we installed a new device for him and gassed up his vehicle. At our expense of course. On that day all was well with *****************. Impex has went above board in this matter and we consider the matter been closed. 

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 2 2024 I purchased a car from Impex Auto sales in ************* and i purchased the warranty for ******* with my credit card and i decided to cancel it on March 12 2024 and I was told it would take about 6 to 8 weeks before I would receive my refund..I have been getting the run around from ************* and I called the Impex auto sales in ********** and spoke with *************** and she let me know that the check was on her desk and she had to spoke with ************* and would call me back in a hour and never heard back from her

  

  Business response

  05/10/2024

  ********, 

  While I cant speak to what was discussed when you did your deal in the beginning, whether part of your lien or outside your lien, what has to happen when a Warranty is purchased and there is a Lien involved the refund goes to the Lien holder. However I do see that your down payment and the warranty cost are a carbon copy of one another. So having said all that I am gonna make an exception and your check is ready to either be picked up here in our ********** location or mailed to you. ****** stated she called you today, 5/10/2024 and got your voicemail. If you want to pick it up or have it mailed to you just let her know. Or you can email me and let me know which route you'd like to take. My email is ***************************************** We apologize for any frustrations as we "were" simply following the rules set by North Carolina lending guidelines. However once again your check is ready and waiting in our GSO location as that is where all of our accounting has always been done. 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2020 jeep wrangler from impex auto sales a year and 4 months ago. I worked with the finance manager ********************* during the sale. Off of his recommendation I purchased a platinum level bumper to bumper warranty that he explained would cover everything except brakes and oil changes. Forward to present time the vehicle started having shaking issues in the front end. I took the vehicle to an affiliated shop in ********** call ****** Machines which ***** recommended me to do to have the repairs made through my warranty. A technician ***, who works at ****** Machines told me that it was issues with the steering linkage and that the repair should be covered by warranty, after multiple times of the shop reaching out to ********, they declined the repairs. The shop has continuously tried to reach out to them with no help. I reached out to ***** to help us mitigate this issue and it has now been a month, and my vehicle has yet to be touched. ***** explained to me the only person at ******** that could help us is currently out of the country, and there was no way of getting a hold of him. I am currently without a vehicle. I purchased this vehicle off of good faith and the warranty off of the recommendation of the finance manager, I feel like my leniency has been taken for granite and there has been no solution to the problem. I have called to try and talk to ***** dozens of times and only have been able to get on the phone with him twice with no information helping the problem, I began emailing him, and that has still yet to bring us closer to a solution. The vehicle purchased was roughly $55,000 and the warranty was around $3,000.

  Customer response

  05/07/2024

  I heard from the business once since I filed this complaint but still no resolution. The total of expenses on my vehicle is about $3,100. The manager ***** called last week to tell me that the business would only cover $600, which I explained wasnt responsible my repairs should be cover fully because I have only had the vehicle a year and 5 months. I purchased a 5year 100,000 mile warranty and have done nothing to change the vehicle outside of warranty spect. I have emailed multiple times since the call for answer and called multiple times and from what I can tell am being avoided I guess in hopes that I will just give up. Im very frustrated at this point its been a month and a half with zero help and no vehicle without paying or borrowing one every day. 

  

  Business response

  05/09/2024

  1. All of all customers know that if the vehicle is within a 100 mile radius the vehicle has to come here. Same as all Modern stores

  2. As you know even Bumper to Bumper warranties dont cover customer neglect/abuse and or "wear" items

  3. This is a copy and paste from the warranty company online claims on this vehicle

   

   

  Denied-MODIFICATION/COMMERCIAL USE/COLLISION

   

  Its a 4x4 Jeep Wrangler and its been modded with big tires etc/has been doing some heavy off roading then thats on the customer for "wear and tear"

   

  I havent responded to the complaint but I can. If I do its gonna be this summarized 

   

  Let me know

   

  Thanks *******

   

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

  Customer response

  05/13/2024

   I am rejecting this response because:
  
  I have not modified the vehicle whatsoever since the day of purchase. The vehicle sits exactly today as it was the day I bought it. I havent taken the vehicle off road because the it is my daily driving vehicle and I didnt want to cause any damages. I am not liable for aftermarket components if they were on the vehicle at the date of purchase and when the warranty was purchased. Its going on 2 months now with no resolution and empty promises. If I do not have a definitive answer by the end of the day 5/14/2024 I want the this complaint published and I will have my attorney reach out. 

  

  Business response

  05/30/2024

  We never intended for ********************** concerns to become this complex or troublesome. Unfortunately, the situation is further complicated by the fact that the vehicle in question is not currently at our service department. When a vehicle is being repaired or inspected by a non-Impex facility and employees, our ability to intervene and assist is significantly limited.
  

  Despite these constraints, Impex has been actively involved in trying to resolve the issue. To demonstrate our commitment, we have upgraded ********************** warranty contract at our own expense to provide him with additional support. As of May 30, 2024, the most recent information we have indicates that a third-party inspector, who works in conjunction with USWC (not Impex), is currently waiting to review ********************** vehicle. This inspection is a crucial step in determining the next steps and resolving the issues at hand.
  

  We understand the frustration this situation may cause and assure you that we are doing everything within our power to expedite the process and provide a resolution. Our commitment to our customers remains steadfast, even when external factors constrain our immediate actions. At this time, all anyone can do is wait for the diagnosis from the inspector. Once that information is available, Impex will continue to be proactive, understanding that there are limits to what we can do when dealing with a warranty company and a non-Impex repair facility. We will monitor the situation closely and provide updates as soon as we have more information from the inspect

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the vehicle without financing and after washing it at home, discovered a 2' ***** in the bottom of the driver's side rocker panel. I called the dealership multiple times but they would not connect me to someone to talk to. I ended up driving there and proposed trading the car back for another on the lot with myself paying the difference. I was told this was not possible and they could do a trade in at $32,000, a $5,300 difference from the purchase price before tax/tag/doc fee. I asked for this to be printed, which he did, but quickly walked away with it.I informed them that I called a few Tesla certified body shops and was told this was a $10,000 - $16,000 repair as the damage was close to the battery, which would have to be removed before cutting out an entire quarter panel, welding a new one in, and then painting. I informed the manager that this was greater than 25% of the cost of the vehicle, no damage waiver was signed, and asked if there was anything he could do. He offered $500 more to trade but informed me the car is worth 30k but he's throwing in 2. 5k in to help me out. This conversation was audio recorded.I signed an arbitration agreement at the time of sale. I have photos of the damage existing on the car prior to sale from an **** listing from the dealership with the *** number. In the photo the wheels are heavily damaged, however they were clearly repaired prior to me seeing the vehicle. Additionally, there is touch up paint covering some areas of the ***** along with various other areas of the car. Per NC law, damage over 25% of the cars value must be disclosed with a written and signed statement. This was not done. I would like to either exchange the car for one that's not damaged or would like the dealership to give me contact information for who to name in arbitration, they have failed to do so despite multiple attempts over phone, website chat, email, and LinkedIn.

  Customer response

  03/14/2024

  This was not followed: 
  
  20-71.4. Failure to disclose damage to a vehicle shall be a misdemeanor.
  (a)
  (a1)
  It shall be unlawful for any transferor of a motor vehicle to do any of the following:
  (1)
  Transfer a motor vehicle up to and including five model years old when the
  transferor has knowledge that the vehicle has been involved in a collision or
  other occurrence to the extent that the cost of repairing that vehicle, excluding
  the cost to replace the air bag restraint system, exceeds twenty-five percent
  (25%) of its fair market retail value at the time of the collision or other
  occurrence, without disclosing that fact in writing to the transferee prior to the
  transfer of the vehicle.

  Customer response

  03/25/2024

  I have not heard from the business in response to my complaint.

  
  

  

  Business response

  04/17/2024

  First off we understand your frustration and apologize for the inconvenience you've experienced. It is of the utmost importance we prioritize customer satisfaction and take all complaints seriously. We strive to address concerns promptly and fairly and with a commitment to examining the facts presented objectively. As to the statement made of our non disclosure of over 25% damage was and is still based upon the fact that both the Carfax and AutoCheck reports showed a clean history at the time of sale. Also of note, the signed ****** report in the deal, one of the most trusted sources in the Auto Industry still shows this vehicle as a "No Accidents or damage reported" vehicle to this very today being I have the original from 2023 and the one from today, April 17 2024. Furthermore I have taken it a step further with an AutoCheck Report from Experian. Also clean with a ranking of 94 out of 95. And to add a third element to this situation the Certificate of Title from the ******************* was also clean at the time of sale. 

  So we have a clean CarFax, AutoCheck, and title then and now.

  We also have a signed We Owe in the deal stating Vehicle sold as equipped, Nothing Promised or owed, and ****** promises will not be acknowledged. 

  While we understand that opinions from body shops may vary, we rely on verifiable data such as vehicle history reports like mentioned via the Carfax, AutoCheck, and any other documentation provided at the time of sale. Like the title. Our intention is to ensure transparency and uphold ethical standards in our business practices. 
  

  Customer response

  04/22/2024

   I am rejecting this response because:
  

  Under 20-71.4, it is mandated that sellers must provide written disclosure to buyers if a used vehicle has sustained damage exceeding 25 percent of its fair market value. This disclosure must be made in writing and presented to the buyer during the sales transaction. There are no exclusions to this law based on damage database inquiries or title information. 
  This requirement is imperative to ensure transparency and fairness in vehicle transactions, allowing buyers to make informed decisions about their purchases. Failure to comply with this disclosure obligation is a misdemeanor in ************** .

  As a reputable dealership committed to upholding ethical standards and legal compliance, I trust that you will take appropriate measures to ensure adherence to this legal requirement in all your sales transactions involving used vehicles. If you chose not to do so, I would like a corporate contact to name for arbitration as I have asked for multiple times through multiple avenues (phone, email, ********* LinkedIn). ************************* has been the only employee to reply, and he did not give me the requested information instead forwarding my information along.  I missed one phone call from ***** at ************, I attempted to call back and was told I would contacted, which did not happen. This is the same treatment I received when first bringing the matter to your attention. I called in the morning, there was a staff meeting, I proceeded to call every 2 hours and was promised a call back that did not happen. I ended up driving to your dealership and having a conversation with your manager who was dragging his feet and did not offer an amicable solution. 

  Thank you for your attention to this matter.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a 2020 ***** Colorado, due to the distance I wasn't able to view the vehicle prior to purchase. When they delivered my back seat and all attaching hardware was missing. I am a retired disabled Desert Storm veteran. I just want the backseat installed. The dealer can't remove real property. I reached out to them, but was ignored.

  

  Business response

  02/19/2024

  I am deeply sorry for the inconvenience and frustration you have experienced regarding the missing back seat and hardware for your 2020 ***** Colorado. Your situation is important to us, and we sincerely apologize for the oversight and lack of response you've encountered thus far. Needless to say I am very frustrated to hear of our lack of communications thus far. To say the least. 
  

  As a retired disabled Desert Storm veteran, your comfort and satisfaction are paramount to us. Please know that we value your service and your trust in choosing our dealership.
  

  Rest assured, we are committed to resolving this matter promptly. Within the next 24 hours, you can expect a member of our team to reach out to you to coordinate the installation of the missing back seat and its attaching hardware. We understand the importance of having this resolved efficiently and will ensure that appropriate action is taken. Please reach out to me via email at **************************************** if no one has reached out to you by Wednesday Feb 21 2024. I dont expect your needing to do so based upon the phone call I just made but again if you dont hear anything from us please email me. 
  

  Once again, I apologize for any inconvenience this has caused you. Thank you for bringing this to our attention, and we appreciate your patience as we work to make things right for you.

  Customer response

  02/26/2024

   I am rejecting this response because: I paid $19,500 cash for a ****************, not one missing the back seat. The dealership was me to pay for a back seat, this is unacceptable. Also I am a disabled veteran (Desert Storm). I told them this but they still didn't care. I feel discriminated against as a combat veteran.
  
  
  

  Customer response

  02/27/2024

  Yes the dealership did reach to me, *********************. He said they would install a backseat at my expense, I bought the truck with the understanding that it was complete, nothing missing. Is that too much to ask? Had they told me upfront the seat was missing I could negotiated the sales price to reflect that. They didn't. It's obvious the seat was there at one time.

  

  Business response

  02/29/2024

  ***************, 

  I want to start out by saying we value your service as a Desert Storm veteran, and we would never intentionally discriminate against you or any customer based on their background. I understand your frustration and disappointment, and I want to sincerely apologize for the inconvenience you've experienced but at the time of the our first communications all the facts were not on the table. 

  Impex never listed this vehicle online via wording or pictures showing a back seat. Furthermore on the original window sticker it shows the back seat was deleted by Chevrolet. Not Impex. In the attachment you will see the original window sticker stating this very thing plus pictures from our online ad. 

  When purchasing a used vehicle, it's important to acknowledge that it comes with the specifications and features that are present at the time of purchase. This principle applies universally, whether it's regarding the wheels, radio, or any other component. Just as with any modifications or alterations made by previous owners, the presence or absence of certain features, such as the back seat in your case, should be considered part of the vehicle's current configuration. Much like how one might encounter a used car with upgraded wheels or a different stereo system than the original factory model, the absence of the back seat in your vehicle, as indicated by the factory deletion noted on the original window sticker, is part of the vehicle's history and current condition.

  When purchasing a vehicle, particularly online, it's reasonable to expect that the features and specifications described or depicted accurately represent the product being sold. If we had advertised the vehicle online with pictures or descriptions showcasing the presence of a back seat, then it would indeed be our responsibility to ensure that the vehicle delivered matches those representations. Given these circumstances, we want to emphasize that we cannot be held accountable for adding something that we never offered or represented in the first place. Our goal is to provide transparent and accurate information to our customers, and we regret any oversight or misunderstanding in this instance.

   

  

  Business response

  03/01/2024

  As per the request of the BBB. See attached 

  Customer response

  03/01/2024

  The dealer didn't tell me a back seat was taken out, it's obvious it was installed at one time. I still feel full disclosure should have been relayed to me regarding the condition of the vehicle. Since I didn't have a chance to inspect it before purchase I feel I was taken advantage of.

  
  
  

  
  

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Oct 12 2023, I contacted Impex Autosales via Phone and was refered to a salesmen ***** in reference to a 2023 ***** CRV sport with 10,000miles on the vehicle. once the final price was agreeed upon, **** advised me that they reqiuired a $1,000 deposit. I asked via text messase a 10-12-23 at 13:26 " what happens if there is any issues once the vehicle arrives" **** responded within 1 min via text message " Nothing will be wrong, but at the end of the day if something were to be wrong we will make it right one way or another" was advised by **** that I will get you an extra key if it only has one it should its a 2023 vehicle.On 10-16-23 at 1652 I asked **** IF a bank check would work for paymen, and at 1653 **** responded " Bank Check works Perfect!" On 10-17-23 at 1021 I had (2) bank checks fedexed to Impex Autosales.On 10-18-23 I recived a phone call from **** stating that since the bank checks were from a bank thet they would need to collect the ******** Sales tax in **. Which when I advised in the previous txt that bank checks was fine and I wouldnt have to pay sales tax for 30 days after the vehicle was recived.ON 10-18-23 I was advised that the vehicle would be shipped out on the 10-19-23 which Impex Charged $750 to ship. On 10-20-23 I contacted **** and asked if the vehicle was on the way because I never heard anything. He stated that there was an issue with the shipper and would.On 10-23-23 I was contacted by **** to let me know that the vehice would be picked up later that day and we woudl have it on the 24th. On 10-24-23 I was advised that the vehicle had been picked up by the shipping company and would be is ******** on 10-25-23, Which it arrived on 10-25-23 at 1400, I advised **** that i was going out of town and had to have someone else pick up the keys to the vehicle. Going back to the the titleing paperwork was not recived at the license office until it was late and I had to pay a $25 late fee.

  

  Business response

  02/17/2024

  Thank you for bringing these concerns to our attention, and we sincerely apologize for the inconvenience and frustration you experienced throughout this process. It's clear that there were several issues that arose, including miscommunication regarding payment methods and delays in transportation scheduling. This falls short of the level of service we aim to provide at Impex Auto Sales. We understand that you had to navigate unexpected challenges, such as the late arrival of the titling paperwork, which resulted in an additional fee for you. Please know that we take your feedback seriously and will address these issues internally to prevent similar situations from occurring in the future. At this time we at Impex would like to address each issue stated.

  As to the delivery of your vehicle purchased from us it's important to note that transportation scheduling is typically managed by third-party shipping companies and dealerships do not have direct control over their operations. As in we can only go by information received by them that is constantly evolving. From our records we see that the paperwork is dated Friday October 13 2023 and from your statement delivered on Wednesday October 25 2023. So around 12 days total from start to stop which included 2 weekends. Transport typically is a Monday thru Friday event so in those 12 days we lost 4 days that were either a Saturday or Sunday now leaving 8 days. To further complicate things we also have to account for Fed Ex time. The mailing of documents, the signing of those documents, and then waiting on those docs to be returned being we cant release a vehicle until all paperwork and funds are in house. 

  Moving forward and Impex needing additional funds. That was due to one reason, your bank check having a lien attached. If one is paying by bank check as described in the text exchanges with no lien there isnt a need for the dealer to collect DMV fee's regardless of the state. However when a lien is attached to that bank check we are required to collect any and all DMV fee's. So this new info not originally known by ****, a sales rep, added more time to the equation which had a negative trickle effect to the entire process. That and shipping services that our beyond our control. Lastly if Impex promised you or anyone a second key, still to be determined, we will surely rectify that short coming. 

  If there's anything further we can do to assist you or if you have any lingering concerns, please don't hesitate to reach out to us directly. We value your business and are committed to ensuring your satisfaction with your purchase.

  Thank you for your understanding and patience.

   

  Customer response

  02/17/2024

   I am rejecting this response because:

  1) As Far as the extra it is listed on the "I owe" form that I signed and the manager signed.  

  2) As far as the transport of the vehicle and the " it only took 8 days" thats fine I will take that loss, even though I was told it would be delivered the next day or two after the paperwork was completed.  Im sure you will try and pull that one on several other people as well, same as the ** statement " Lo- **** is all ready installed on the vehicle and you are required to pay for that" 

  3) as far as the paperwork you are mistaken for which paperwork we are talking about, the paperwork to complete the sale of the vehicle was filled out signed and returned in Oct. the paperwork Im referening to is that title and the *** paperwork.  The deal was complete on 10-15-23, payment In Full was next day delivered on 10-17-23. was told on ***** that the vehicle was to be shipped out on the 10-20-23, then again on the 23rd, and again on the 24th, the vehilce didnt arrive till the 26th.  I was contacted  By a Cheyla on 10-24-23 stating that they would send the title and paperwork to the *** via ***** next day.  I checked with my local *** office and thay advised that they havent recived it.  In ******** you have 30 days to complete title paperwork and pay sales tax on a new vehicle before fees are added, I then contacted Cheyla on ***** asking for an update or a tracking number and didnt recive a response.  I checked with the *** again on 11-6-23 and again was told thay had not gotten the paperwork, but they took my name and number and would call me as soon as it arrived.   I reached out again to ****** on 11-7-23 who then responded and advised that she just recived the paperwork and would send it out asap.  I was then contacted by my local *** on 11-12-23 and they stated that they just recived the paperwork for my vehicle but IMPEX.  This was in the afternoon and i was not able to make it to the *** on the 12th to get the paperwork taken care of, so I arrived at the *** on the morning of 10-14-23 and low and behold IMPEX had pre-dated the paperwork 10-13-23 so now there was a late fee at the ***. 

  I will not be be accepting this was NOT made right. 

   

  
  

  

  Business response

  02/19/2024

  While we definitely appreciate your continued replies to this matter its very important for our dealership to now be even more transparent. In our previous replies we had hoped that they would serve as a friendly reminder of all the events and timelines to close this matter but since they didnt we will now elaborate even further. And per your numbered reply.

   

  1. Extra Key. As you and the BBB will see all of our We Owe forms are clearly typed. We even take the time to fill out any and all blank lines with xxxxxxxxxxxxx so that there can not be any additions added after the fact. So while we appreciate your attempt to "hand write" in 2 set of keys that is simply not our process. If we had agreed to a second key we would've taken the extra 30 seconds to make a new form but with type and not pen. Furthermore the text history between the sales rep and yourself still exists where you were told the vehicle only came with 1 key. Yes there was mention of Impex would "try" but in the end the final answer was no to a second key. So again we do appreciate the hand written attempt but this is why we type and fill out every single line. Plus the handwriting has been rejected by every employee involved in your deal.

  2. The 8 days and Lojack. Lojack was disclosed from the onset. As to the 8 days, its been discussed ad nauseam. 

  3. We are not mistaken on any of our timelines. Research was and always will be done by Impex before any reply to the BBB and or customer. Your deposit to hold the vehicle was Oct 12 2023. The deal was then turned over to a Finance Mgr for all the "official" paperwork to be printed the following day, October 13 2023. If you'll take the time to look at your official paperwork, the same paperwork mailed out to you via ***** that you received on 10/16/2023 you'll see that its dated 10/13/2023. So is the same We Owe form you mention and everything else. Furthermore in our attachment there is copy of a check that we mailed to the ******** Dmv dated 10/24/2023. So in total 11 days after the date that is on the paperwork. 11. Keeping in mind that you received our paperwork on 10/16/2023 that had to be "returned" back to us before we could process any Dmv work. So even if we only subtract the time from once we mailed the initial package to your receive date the 11 days is now only 8 from when we mailed our check to the ******** Dmv. If subtract the time from your receiving on Oct 16 2023 to us receiving it back the 8 days is even less. 

  And while we appreciate and understand your frustrations and replies we feel it also important to note that in your most recent reply you left out the fact that your wanting of a tag to be transferred from another vehicle and owner and how that required extra time and extra Dmv paperwork. That needing of additional time and additional forms to be signed by other people not on your paperwork led to delays. So long and short with paperwork dated Oct 13 2023 and a check dated Oct 24 2023 shows that any and all delays were in fact not caused by Impex Auto Sales. 

  We do value your business and you as a customer but at this time we would like to request that the BBB close this matter to prevent any future back and fourths. The shipping, key, and Dmv complaints have all been refuted factually. And if we do say so more transparently than the complaints. 

   

• Initial Complaint

  01/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Salesman was multitasking, put my own tempo tag on. Car listed on Website shoiwing it included items... when got home , the listed items were not with car. Bunch of BS ..blah blah..They refunded me ***** $ but the charger and cover costs ******* and the tyricke charger is 100...so a $***** ???? friggin TERRIBLE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  Customer response

  01/17/2024

  THEY WERE NEVER INCLUDED!

   

  They were listed to be with vehicle as per options included.

   

   

  They were misisng from vehicle.

   

  Customer response

  02/04/2024

  I have not heard from the business in response to my complaint.

  And now the temp tag/ 30 day is expired, I have gootewn no title no registraion for the vehichle.

  so now I cant use vechile nor can I register it

  

  Business response

  02/17/2024

  Impex Auto Sales genuinely appreciates you bringing your concerns to our attention, and we want to extend our sincerest apologies for the frustrations you've experienced. Your feedback is incredibly valuable to us as it helps us identify areas for improvement. Thank you for bringing these concerns to our attention that we would like to address in our reply. 

  Regarding the missing accessories, I want to clarify that while certain items may have been listed on the original window sticker, as the vehicle is sold pre-owned, we cannot guarantee the inclusion of those accessories as they may have been removed or misplaced by the previous owner. When we take any vehicle in on trade or via purchase we only get what was given. And after conducting a thorough review of our original advertisement, we've acknowledged that there was no evidence, whether through pictures or descriptions, listing the specific items you mentioned. This oversight is deeply regrettable, and we understand how viewing the original ******* label could have led to confusion and disappointment on your part. While we do provide access to the original window sticker for our pre-owned vehicles when available, it's important to note that as a dealership, we do not manufacture those window stickers. The information contained on the window sticker is typically generated by the vehicle manufacturer and is intended to provide details about the vehicle's specifications, features, and included accessories at the time of sale when it was new. 

  It's essential to acknowledge that despite a vehicle being in excellent condition, as is often the case with our pre-owned vehicles, there are limitations to what we can control regarding the inclusion of original accessories. While we strive to maintain the quality and integrity of our pre-owned inventory, it's important to recognize that these vehicles have had previous owners who may have made changes or modifications during their ownership.
  In the case of accessories such as chargers or covers, while they may have been included with the vehicle when it was originally sold new, we cannot guarantee their presence or condition when the vehicle is sold as pre-owned. The availability of such accessories can vary depending on the previous owner's usage and preferences.

  As to titling your vehicle, we want to assure you that those responsibilities fall squarely on us as the dealership and have been completed. At Impex Auto Sales, we take pride in handling all aspects of the titling process efficiently and accurately on behalf of our customers. This includes ensuring that all necessary paperwork is completed correctly and submitted to the appropriate authorities in a timely manner.
  Furthermore, any associated DMV fees or taxes are taken care of by Impex Auto Sales, not you, as part of our commitment to providing a hassle-free experience for our customers. We understand that navigating the titling process can be complex, which is why we aim to streamline this process and alleviate any burdens for our customers.
  

  Rest assured that when you purchase a vehicle from Impex Auto Sales, you can trust that we will take care of all titling-related tasks with the utmost professionalism and attention to detail. If you have any questions or concerns about the titling process or any other aspect of your vehicle purchase, please don't hesitate to reach out to us. We're here to assist you every step of the way.

   

   

   

  Customer response

  02/18/2024

   I am rejecting this response because:

   

  Was told vehicle was AS new...purchased from the dealer as new.

   never titled  never registered

  So Yes...misinformed?.. Lied to?.. either way ..

   

  ITs poor business

   
  
  

  
  

  

  Business response

  02/19/2024

  While we definitely appreciate your continued replies to this matter its very important for our dealership to now be even more transparent. In our previous replies we had hoped that they would serve as a friendly reminder of all the events and timelines to close this matter but since they didnt we will now elaborate even further. We also would like to prevent a continual back and fourth but if thats needed then we will gladly act accordingly per the guidelines of the BBB.  

  As to the vehicle being sold "as new" per the reply that still wouldnt make the vehicle new. And while we cant comment on any verbal communications that ****** recorded it is important to note that the "signed" Carfax dated Jan 05 2024 clearly reads 1 owner thus making it titled and not "brand new". Which also ties back to our previous reply of not being able to match item for item or accessory per accessory on a titled vehicle with a previous owner that *** have kept a few items once sold to us. Furthermore on the typed and "signed" We Owe form it clearly reads sold as equipped and nothing promised or implied. Meaning we never promised any chargers, covers, or anything additional. 

  Lastly as to any Dmv delays, our records indicate the purchase date was Jan 05 2024. If one were to view the uploaded copy of the registration card on the sold vehicle it reads issued Feb 02 2024 meaning we were under the 30 day timeframe that all temporary tags expire on. Not by a ton but nonetheless under. When it comes to temporary tags under is the name of the game. Not over. 

  We once again hope this additional information and reply brings this matter to a close. We definitely value all the time and effort put into the comments made by *************** and tbh him as well but at this point it is in our opinion that we as a dealership completed all tasks to the best of our ability. 

*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. ↩