Complaints

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have never seen people and a dealership as corrupt and unscrupulous as this place. bought a toyota camry on december 20 23, the person in charge of the financing fraudulently forced a ****** document between the purchase papers. When, since I sat in that office, I repeated to him on several occasions that I did not want not extra insurance, extended warranty or extra services, we had an agreement and he broke it. Since the car was for my son, he kept the documents. 2 days after the purchase I received an email saying that I had purchased insurance with ****** and that I should activate it. Of course I AM NOT GOING TO ACTIVATE IT, BECAUSE I DID NOT AUTHORIZE THAT PURCHASE! I IMMEDIATELY got an interpreter to call the dealer but since it was Christmas no one answered, my interpreter called the next day and after going through several people he was able to speak with the person in charge of the financial department, when my interpreter explained what I received by email and told him I asked for an explanation and he literally "muffled" at my ignorance for not knowing what he had signed. My interpreter indicated that the call was being recorded for the purpose of taking legal action against this corrupt Dealership. My interpreter explained that I wanted a refund of those $799 and that what he had done was a FRAUD but it seemed like they felt immune. I was waiting for your call with a resolution for 10 days and nothing, I sent several emails to the ****** company to warn of the fraud and I have kept every record and proof of what happened, today January 11, 2024, 21 days have passed since I bought the Toyota and no matter how many calls I make, the finance department doesn't answer the phone and sends me to voicemail. I will not give up, i want a refund of what you charge me for ******, that's a fraud. I used the translation app to write this and even if a have to used a translation or translater to prove this fraud I WILL.DO IT

  

  Business response

  01/13/2024

  Impex would like to take the time to first and foremost apologize for any and all frustrations this matter has caused. We understand the importance of addressing customer concerns promptly and sincerely regret any inconvenience experienced. It was never our intent to frustrate or try to deceive in any way.
  Moving forward, we want to assure you and all of our valued customers that we are committed to making significant improvements in our processes. We acknowledge the need for enhancements, particularly in the timeliness of our communication with all customers. Your feedback has shed light on areas that require attention, and we are dedicated to implementing changes that will contribute to a more seamless and satisfactory experience.
  We recognize the impact this situation may have had on your trust, and we take full responsibility for any shortcomings. Rest assured that a thorough analysis of the issues raised is underway, and we are actively working on preventive measures to ensure similar incidents do not occur in the future.
  Our goal is to foster an environment of transparency and openness, and we appreciate your patience as we address and rectify these matters. We encourage you to continue sharing your feedback, as it is invaluable in our journey towards continuous improvement.
  Once again, we sincerely apologize for any frustration caused, and we are committed to earning back your trust through tangible actions and improvements in our processes. And in doing so I have authorized a full refund for the cost of the Lojack device to be mailed to you. Which you will have in the coming days. Thank you for your understanding and for being a valued part of the Impex community.

  Customer response

  01/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  Impex call me and apologize, I received a check from Impex for the reimbursement of the ******.

  Thank you so much for your help.

  ****** ******** 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Date of transaction: 12/6/2023 Amount Paid: around $200K for 4 Vans My Company is in PA and we needed to purchase 4 cargo vans so the purchase was remote and I didn't go to the dealership personally, we did the deal over the phone and I mailed them a check with the deposit then they shipped the vans to me. The issue is: I asked them clearly to NOT add any dealership coverages (extended warranty, Gap insurance, etc..) When the mailed me the paperwork to sign and notarized I found a charges around $600 to $800 per van totaling $2600 so I rejected it on the paper work (I have photos of the paper work with my rejection on this add-on). I reach out to the sales person and the finance manager to remove this before I sign. They advised me to just sign since it was already calculated in the purchase amount and they will refund the amount. (I have the communication to prove that). As expected, 30 days later: No refund, No registration and tags. Note: when they mailed me back the signed paperwork, they removed the page that had this add-on with my rejection and signature. Additional Issue: 1 van is received without a spare key, another van had bad transmission and has been in the manufacture dealership since the delivery. I really hoped that this will be ethical and good purchase and I was going to repeat it it yearly as my company grow but unfortunately it was a horrible experience.

  

  Business response

  01/15/2024

  Impex would like to take the time to first and foremost apologize for any and all frustrations this matter has caused. We understand the importance of addressing customer concerns promptly and sincerely regret any inconvenience experienced. It was never our intent to frustrate or try to deceive in any way.
  

  Moving forward, we want to assure you and all of our valued customers that we are committed to making significant improvements in our processes. We acknowledge the need for enhancements, particularly in the timeliness of our communication with all customers. Your feedback has shed light on areas that require attention, and we are dedicated to implementing changes that will contribute to a more seamless and satisfactory experience.
  We recognize the impact this situation may have had on your trust, and we take full responsibility for any shortcomings. Rest assured that a thorough analysis of the issues raised is underway, and we are actively working on preventive measures to ensure similar incidents do not occur in the future.
  

  Our goal is to foster an environment of transparency and openness, and we appreciate your patience as we address and rectify these matters. We encourage you to continue sharing your feedback, as it is invaluable in our journey towards continuous improvement.
  

  Once again, we sincerely apologize for any frustration caused, and we are committed to earning back your trust through tangible actions and improvements in our processes.

  Having said all this we would also like to let the BBB that we have reached an agreement in this matter and all refunds have been finalized.

  Thank you for your understanding and for being a valued part of the Impex community.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the **** ****** ****** on 12/9/23 and notified impex on 12/10/23 of a problem with the rear differential whining. I took the truck to two different mechanics and they both said it should not sound that way and the minimum cost to repair is $1500 for a used differential. The dealership claims to do a 100 point inspection and a 7 day 300 mile money back guarantee. I feel they denied me that option and procrastinated putting through the work order until Friday December the 15th when I told them I would like a refund for the vehicle and they denied me.

  

  Business response

  01/15/2024

  Impex understands that you've encountered issues with the rear differential of your recently purchased **** ****** ******. It is paramount we take all customer complaints very serious as we strive for complete customer satisfaction. After further research with our service department it appears there is a discrepancy in the dealerships response to your concerns. Namely that even though our service department is extremely backed up like most dealers at this time we still found a way to make your complaint a high priority and had service personnel go on a test drive with you so that we can try to hear the same noise you hear. 

  During the test drive which was left out of your complaint its essential to acknowledge the impact of additional cargo that was in the truck and how its removing made the noise go away. Afterwards another complaint was made about brake noise to which we immediately offered to do another test drive. Emphasizing transparency is crucial when it comes to handling all customer complaints effectively. 

  We thank you for taking the time to lodge this complaint that we consider asked and answered.

   

  Customer response

  01/16/2024

   I am rejecting this response because:
  
  You are refusing to give me a loaner vehicle while keeping the truck over night for further diagnostics, the rear differential is still howling louder than ever. Your service manager lied right to my face claiming all trucks make that howling noise in the rear end. Do better.

  

  Business response

  01/27/2024

  Thank you for reaching out to us once again with your concerns regarding your recent service experience. We appreciate your feedback and take all customer concerns seriously.

  After reviewing your situation, we want to clarify our service policies:

  1.Loaner Vehicle: While we sympathize with the inconvenience you're facing, our current policy does not include the provision of loaner vehicles for diagnostic, repairs, or maintenance purposes for every customer we have. Again like most service departments during this time. we are experiencing high volume in our shop. Please note that you are definitely not the only customer facing loaner car issues nor are we the only service department with little to no loaners. We only have so many. We understand that this may be disappointing, and we appreciate your understanding in this matter.

  2. Issues with the Rear End: Once again we regret any miscommunication that may have occurred during your interaction with our service manager. Our intention is always to provide accurate information. However, it's important to note that certain levels of noise might be considered normal for some vehicles, and it does not necessarily indicate a defect. It also cant be understated this this particular vehicle was in fact purchased As Is with no warranty. When a vehicle is sold "As Is" and without a warranty, it means that the vehicle is accepted by the buyer in its current condition, and the seller (in this case, our dealership) is under no obligation to provide repairs, replacements, or warranties for any issues that may arise after the sale.

  We acknowledge your plea for us to "do better," but we assure you that we have taken additional steps to assist you that go well beyond what is typically offered for a As Is, out of warranty, 5 year old, over a 100,000 miles vehicle. Not to mention up to this point at zero charge to you. 

   

   

   

   

  Customer response

  01/28/2024

   I am rejecting this response because:
  
  You are selling broken vehicles and refusing to fix them. I did not go to a dealership to purchase a “fixer upper”. There was no 7 day money back guarantee you refused to do anything within those 7 days.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9-2-23 i traveled from ******** ** to purchace a ** ****** ****** from Impex. When i arrived a test drove the vehicle i was looking at online. Once test drive was over i told the sales person(. that when applying brakes it was making a hard stop. He assured be there was nothing wrong with the brakes. That it was a big truck and it takes a lot more to stop. I purchased the vehicle for 65816.00 and put down 5000.00 and traded a **** ******* *** for 2200.00 and purchased a ext warranty for 2700.00 that was kept pushing at me until i finally agreed, thinking that it may be something wrong with the brakes. I was hesitant on purchasing the vehicle, but i did. i drove 200 mile home to ******** and the brakes got worse . i took the vehicle to a *** dealer in ******** and they checked the brakes and called me to the back and showed me that all 4 brake rotors had corrosion and the chasis and other parts also had corrosion. they told me the truck needed new brake pads and rotors but were not covered by the warranty. I took the truck back to Impex and told them what i found and ask about a refund. They told me i was past the 7 days for their return policy. But they will work with me on another truck. i ask if i could look and their other lot. Hash told me that they were 2 different lots and i need to find one on their lot. once i found a truck that was 4000.00 more i ask if i could pay the diference, they told me they had to buy the truck back because it belong to the bank. They gave me 3000.00 less than what i paid for it 9 days ago. When purchasing the 2nd truck for 669000.. I was charged 799.00 documentation fees, 249 theft fee, 99.00 fee. This is totally wrong and unacceptable for me to pay all these fees and not get credit for my down payment and trade. This vehicle should have never passed a car fax check. The brakes were a safety hazard with the corrosion on all 4 rotors. I would not have purchased the 1st truck had i known the condition. Worst sales experience ever.

  

  Business response

  10/26/2023

  While we always strive to deliver the best car buying experience we can there will be times we fail to meet every customers expectations.  When that happens we always try to work out the best outcome for those customers while also understanding that there will be Dmv and lending constraints out of our control. In this particular instance we had a loan that was funded with the original lender and Dmv fee's that had already been processed. So at this point we offered to rectify the brake concerns at no charge to the customer or trade the vehicle back in to us. Again while being out of our 7 day return policy. Mr ******* opted for trading the vehicle in back to us versus any  fix. As to the math involved, Mr *******'s numbers listed in the complaint arent exactly as stated. When looking at both deals, and after Impex discounted the second vehicle from its original listing price then compared to what he paid on the original vehicle now being traded in the difference in price versus price and trade versus paid the totals were $800.00. As to any taxes, tags, or fee's we are required to collect those when a lien is involved. While I do sympathize with Mr ******* and his complaint it is in our opinion that mathematically Impex Auto Sales did better than most. While also being mindful that Impex did offer to remedy the brake concerns at no charge to Mr *******. 

   

  Customer response

  10/26/2023

   I am rejecting this response because: if the car fax had listed the brake defects and corrosion issues that were identified by a qualified ** dealer. I would not have purchased the vehicle. I told the sales person (Hash) my concerns. He said a big truck like that is going to take more to stop. So you won’t get a smooth stop as a smaller vehicle. As I drove the truck a couple of days it started to get worse. My appointment with ** dealer Jim H***** in ********, prolonged my response. Once they showed me the brakes and corrosion on the rotors and the underbody that was 10-15-23,That’s when I called and told them I was bringing the truck back because of the brakes. I was told that Steve was off and I would have to come on 10-16-23. The bottom line is the sales person did Hash, did not ride with me to see my concern. He assured me the truck was in perfect shape. I was told that I had to get a truck off their lot to return the truck and had to go through ***** ***** verse my credit union. Again the worse car buying experience I ever had…
  
  

• Initial Complaint

  08/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a used vehicle from Impex. within a week I had to take it to a *** dealership because the AC was not working properly. Upon their inspection, the truck had rusted parts all throughout the vehicle. They informed me that truck was submerged in water and it had a gray residue from the bed of the truck to inside the cab. Rust was under the seats, back and front. I took it back and they they did replace the rotted brakes and rotors but nothing else. The rear drivers side running lights were out and I personally had to pay $1200 to replace the LED strip. I reached out to them and no response. They knew of all of these things and said nothing. I also want is my money back for the lights because that's fair.

  Customer response

  08/09/2023

  I was sold a vehicle that had repairs, significant, repairs needed at the time of purchase. I have attached receipts from the repair they made because the brakes and rotors were so rusted and rotted that is was a safety hazard and the let me drive away like that. Also attached is the receipt and note from the very first shop visit.

  

  Business response

  08/18/2023

  After having a productive chat with Mr ***** we have reached an agreement in this matter. However I do want to offer Mr ***** our most sincerest apologies for what he has experienced. That is not the way we strive to conduct our business. We deeply value each customer's satisfaction and take their feedback seriously. We understand the frustration and inconvenience that this situation has caused, and we're committed to taking steps to prevent similar issues in the future.
  Our goal is to provide a transparent and reliable buying experience for all our customers. We appreciate Mr. *****'s patience and willingness to work towards a resolution with us. Moving forward, we will enhance our inspection and disclosure processes to ensure that our customers have accurate information about the vehicles they are interested in.
  Once again, we apologize for any distress this situation may have caused Mr. ***** and thank him for his understanding. We are dedicated to learning from this experience and continuously improving our services. If there are any further concerns or questions, please don't hesitate to reach out.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a **** ******** **** on July 11th. I put down $5000. 24hrs after purchasing the vehicle, the check engine light came on and the vehicle would barely go over 30-40mph. The dealership had it towed on July 13th to their sister store in *********** **. The guy at that location told me the car had several issues and gave him problems as well while driving. Impex has yet too give me my $5000 back nor will return my calls. They have also put that same car back on their website. Dont purchase that Vehicle. I just want my $5000 back. I didnt have the car in my possession for 48hrs. I also called the Finance company to stop the contract. A*** ********* stated Impex must give the down payment back since the contract is VOID!

  

  Business response

  08/21/2023

  We deeply apologize for the inconvenience and frustration you've experienced with your recent car purchase from our dealership. Your satisfaction is of utmost importance to us, and we're truly sorry for any issues you've encountered with the vehicle. We understand the disappointment and concern you must be feeling after encountering problems with the car shortly after the purchase.
  

  Please know that we take your feedback seriously and are committed to resolving this matter promptly. We will investigate the situation thoroughly and take appropriate steps to address the issues you've raised. Our goal is to provide our customers with reliable and high-quality vehicles, and we regret that this was not your experience. After conducting a thorough investigation into your case, we have been able to ascertain that Impex, our dealership, took the necessary steps to address your concerns. We understand that the situation was frustrating for you, and we sincerely apologize for any inconvenience you experienced.
  Upon reviewing our records, we found that Impex had already initiated a refund for the $5000 down payment you made. This refund was processed in line with our commitment to customer satisfaction and fair business practices. Additionally, we acted swiftly to cancel the bank contract associated with the purchase of the **** ******** ****, by never mailing out your contract to the lender. 

  Please know that your concerns have been heard, and we are dedicated to making the necessary improvements. Should you decide to consider a different vehicle from our dealership down the road, we'll be here to assist you with professionalism, transparency, and a renewed commitment to ensuring your satisfaction.
  Thank you for giving us the chance to address your concerns, and we look forward to potentially serving you better in the future.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased a minivan on 6/29. The bill included something called "optional gap insurance." While it said "optional," when we tried to get it removed, the finance person Julian W***** refused to do so. He told us that if we paid it the vehicle loan off in full within one month, that we would receive a check within 3-4 weeks for the full amount. It has been 7 weeks and we have checked the mail religiously and there is no check. We would like a refund of the amount we paid, plus interest. Julian was deceptive (he knew we wouldn't receive a check in the time frame he mentioned) but he refused to remove the so-called "optional" charge. We think he received a commission for selling us unnecessary insurance and that is why he refused to remove it from our bill.

  Customer response

  08/01/2023

  I have not heard from the business in response to my complaint. I have called them since I have made the complaint asking for a call back, which they never did. They told me that it could take  7-8 weeks to receive the check (originally I was told 3-4 weeks). I still haven't received the reimbursement. It's been over 9 weeks since our vehicle was paid in full. 

  
  

  Customer response

  08/01/2023

  There was an error in the initial report. The vehicle was purchased on Memorial Day (5/29) and we completed the payment on Friday 6/2. 

  

  Business response

  08/18/2023

  Mr. W***** 

  I would like to express our sincere apologies for the inconvenience you've experienced with the optional gap insurance purchase and the subsequent delay in receiving the refund. Your feedback is extremely valuable to us, and we are committed to resolving this matter promptly. While we cant control how fast or slow Insurance Companies move we do genuinely try to expedite the refund process as fast as possible. We as a dealership should have done a better job at setting realistic expectations. Sometimes there are foreseen circumstances that arise that are out of control. Furthermore we should've done a better job with the explanation of 3-4 weeks because in most cases its actually closer to 6-8 weeks. For both of these issues we do want to take this opportunity to apologize. I have verified that the refund has came back from our Gap provider and a check will be mailed to your home address on Monday August 21, 2023. Please allow 3-4 days to receive this check. Please do not hesitate to reach back out to us with any further concerns. 

   

   

  Customer response

  08/23/2023

  I am rejecting this response because: We tried to get the finance person to remove the gap policy, but he refused to do so. We also tried to  decline the LoJack with the salesperson, but were told we could not do so, that it was required by the company. So shoviWhen we asked to remove the gap policy, we were told repeatedly (I asked him to clarify more than once) that if the vehicle was paid in full within the first 30 days, that we would receive our money back, and that we would receive this check within 3-4 weeks. We waited and waited but did not receive the check. We called multiple times to ask about it, and finally were told on Monday 8/21 that the check was cut and would be sent with a tracking number. We did finally receive the check today, nearly 12 weeks after the vehicle was paid off, which is 3-4 times as long as we were told it would take. The amount we paid was $1,199. We only received $1,111.80. 

  We called Impex today (8/23) to ask what happened to the balance of the money ($87.20). The finance person told us that the amount was prorated based on when the car was paid off. I reminded him that he told us we would receive our money back when we tried unsuccessfully to decline the policy. He reassured us multiple times that we would get our money back.

  We paid the balance for the car to the bank on 8/2. Our bank shows that the check cleared on Monday 8/5. So even if the amount was prorated, this was a 72 month policy. That's about 310 weeks. Since we paid it within 1 week, the prorated amount would be approximately $3.87, not $87.20. 

  During the phone call I reminded Julian of the conversation we had and his repeated reassurances that we would get our money back. He mentioned that "I am not sure if there is a cancellation fee." No such information was shared with us when we purchased the policy. Then he even said, "Did I ever say you would get ALL of your money back?" That's an outrageous thing to say! He led us to believe that we would receive the money back, did not mention a cancellation fee, and repeatedly told us that we would get our money back if we paid within 30 days. 

  
  

  

  Business response

  08/25/2023

    In any situation where there's a disagreement or dispute between two parties, it's not uncommon for each side to have their own perspective on what transpired. People's recollections can vary due to factors such as memory, interpretation, and personal bias. Acknowledging this inherent variability is crucial in addressing and resolving such conflicts. In the case you've described, the signed documents associated with the purchase and the policies in question serve as the official record of the agreements between you and Impex Auto Sales. The disclosure included in our previous reply shows where both products you mentioned were signed for as acknowledgment of being aware of both of these coverages. It's worth emphasizing that while verbal assurances are important, they might not hold as much weight in dispute resolution as written, signed documents. This is because written documents are less susceptible to misinterpretation and memory bias. The disclosure acts as a tangible record of the information shared with both parties, promoting clarity and reducing the potential for misunderstandings.
  Our signed disclosure is a pivotal element in establishing the framework for resolving disputes, as it demonstrates that both parties were informed about and accepted the terms associated with the products or coverages mentioned. This emphasis on clear documentation helps ensure a fair and equitable resolution process. 

  In summary, any cancellation fees and charges related to insurance policies are determined and implemented by the insurance provider as part of their standard practices. Dealerships play a role in facilitating the insurance purchase process but do not set the terms or fees associated with the policies. 

  Customer response

  08/27/2023

   I am rejecting this response because: My husband was there and witnessed the interaction with Julian W*****, finance. I asked him to clarify at least twice regarding the refund of the money. He repeated that we would get our money back if it was paid within 30 days. I think that the right thing to do is to refund the money because we were intentionally misled by your representative. He intentionally withheld information about the so-called cancellation fee. He also refused to take the policy off even though we asked him to do so, and then reassured us that we would get the money back. This is an example of FRAUD. Fraud is a term that refers to the use of intentional deception to gain something of value, usually money. Fraud is generally committed through the use of false statements, misrepresentation, or dishonest conduct intended to mislead or deceive.
  
  
  

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Ford **** truck. Discovered there was a problem the day I bought it. Left it at the dealer to fix it the same day. 3 days later they drove me the truck for delivery. The truck was still not working correctly. They said they would fix it. I took it to the Ford dealership to be fixed and they said the truck has gas in the engine. It is a diesel. I have never put any fuel in the truck. I have witnesses that saw the manager say he would fix it. Now they don’t want to honor their word. I am in bad trouble. Please help.

  

  Business response

  05/20/2023

  In the time that has passed since this complaint was first lodged Impex Auto Sales has came to an agreement with Mr. ********

• Initial Complaint

  03/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been taking my car to Impex since march of 2021 when I bought the vehicle. I knew within a week of buying the car, that it had transmission issues. I continued to bring it to them and every time they told me that they didn’t find any issues with it until October of 2021. They then found metal shavings in the transmission fluid and replaced the transmission but also found that the mounts for the transmission and the engine were bad so they replaced them as well. As soon as I got my car back in November after the replacements, the transmission still jerked and slipped like it did before. I have continued to bring my car to them and tell them that there’s something wrong with it but they insist that that everything is fine when another Impex in ********** tells me that it is leaking fluid and that the transmission had scrapes and scratches on it and they recommend replacing it but they can’t since the warranty isn’t through them. They called to the ********** Impex to tell them the issues they found and they continue to tell me that there’s nothing wrong. The last time I took my car to Impex about the same issue, they kept my car for almost 2 days and hadn’t called me or anything to inform me of any findings, only for me to call them and find out that they started a claim on my insurance to replace a brake vacuum pump and they didn’t tell me about this issue or ask for my consent to make the claim. They continuously keep saying there’s nothing wrong with the transmission but I’ve had another Impex shop tell me differently on multiple occasions.

  

  Business response

  05/20/2023

  While we do our most due diligence in running all of vehicles through our service department before offering them for sale its near impossible to know how they will perform in the future. At the time of purchasing this vehicle it was nearly 10 years old with a mileage approaching 100,000. All of our vehicles are listed As Is, which was signed by *******, unless under remaining Factory Warranty from the manufacturer. Thankfully in this case there was an Extended Warranty purchased by the consumer and as of this very moment there have been multiple successful claims made and processed including but not limited to replacing the transmission. Furthermore the transmission installed will also come with its very own warranty outside the terms of the Extended Warranty purchased by the customer. At this time all warranty companies will only cover what can be duplicated as a problem by the service department.

  Customer response

  05/21/2023

   I am rejecting this response because:
  
  I know that the vehicle was old when purchased and it had a decent amount of mileage on it. But this wasn’t about future problems. When I bought this car and started driving it after a week I knew something was wrong with it, and they ignored my concerns and said nothing was wrong with it until almost 6 months later when it was nearly falling apart on me. I brought this complaint up just for the simple fact that impex replaced the transmission and the day I brought it home it wasn’t even fixed. It still had the same issues before I brought it to them. And for them to tell me multiple times that my vehicle is fine and there’s nothing wrong with it is absolutely unacceptable. I don’t trust impex to fix my car whatsoever. They try to find other problems around the car other than looking into the biggest issue. They don’t seem to care about their customers and the service manager had an attitude that was unacceptable and he refused to speak to me on multiple occasions. The following attachment is to show my recent diagnostic on the car finding other problems with the transmission other than a break vacuum pump that impex initially told me. I also know they didn’t even have a ford specialist come to look at my vehicle bc I have dash cam footage showing exactly what happened the last time I took it to them. They barely did anything with my car. If I were to take it back to them it would just have the same issues it had before taking it there. 

• Initial Complaint

  02/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased my car from Impex Auto Sales in October 2022. After signing into my bank account, I noticed that the total amount of the loan was approximately $3000 more than what I was expecting to see. When I signed the paperwork, it stated nothing about an additional warranty. I went back to the dealership and talked to the finance person that handled my paperwork. He stated that he added a warranty for me and I expressed to him that I did not want the warranty and they shouldn't have snuck it in the financing. He agreed to remove it and send a refund to the bank and had me sign a document to remove it. It has been several months, several phone calls and in person visits and the adjustment was never made to my account.

  Customer response

  03/05/2023

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

  
  

  

  Business response

  05/24/2023

  While I cant attest or speak to what happened during the signing process with Mr. W***** he is absolutely correct about having a warranty on his contract. Mr. W*****s request to cancel the warranty took me a good bit to uncover being some of our cancellation requests got misplaced by an employee that no longer works here. Basically to sum it all up is during the time Mr. W***** speaks of coming into cancel including here recently we were training a new employee to handle cancellations, that person then  leaves, and doesnt communicate what was completed and what wasnt. However to try to make the situation as favorable as possible to Mr. W***** we have sent his lender the full amount charged for the warranty. In every warranty cancellation regardless of how soon the request is made there is always a cancellation fee at the bare minimum. So even requesting a cancellation a mere 5 days after signing will have a minimum flat fee that can range from $75-175.00. However in the case of Mr. W***** I am looking at a copy of a check for $3,623.00 sent to his lender. Check number *****. I ask that Mr W***** please just give it a few more weeks to post and see the change in his amount owed. Or reach out to me directly and I will send him a copy of the check. Again I do want to apologize once again to Mr. W***** but hopefully he will concede that sending the full amount will ease his concerns. 

*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. ↩