ComplaintsforImpex Chevrolet Buick GMC

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle on 4/13/24 from this company. 4/15/24 I returned the vehicle realizing I had made a mistake and was wanting my original trade back (which on the website it said 7 day money back guarantee) they REFUSED to give me mine back told me it was no cooling down point or a 7 day guarantee. I showed the finance manager the advertisement she said it doesnt apply to them but offered to put me in a two year newer car like I had. I agreed. So five or so days of having this vehicle it starts idling really hard. As of yesterday this vehicle broke down on the side of the road with my small children inside pouring down raining due to the transmission stopped pulling. I feel this company should buy out my contract and I will walk away! This car is a lemon! I want nothing else they have! I went in this company with positive equity now I have about $10,000 negative after the sales manager told me that I was still positive! Never again!!

  

  Business response

  06/03/2024

  Hello, I wanted to Respond and let you all know that we reached out to the customer directly and addressed the concerns with the transmission on her vehicle. After Diagnosis we determined nothing was wrong with the transmission, so we took the customer on a test drive to see if she could duplicate this concern and she was unable to do so. The Customer was satisfied with that outcome and is happy. we also told her if she had anymore issues to just let us know and we would be happy to help.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 24, 2023, I took my parents vehicle to Impex Chevrolet Buick GMC located at **** ****** *** ********** ** ***** ************, primary contact was with Kimberly (Kim) M*****. the issue with the vehicle was it would not stay charged, we had to continuously jump the vehicle for it to start, however, once started everything worked, and if we drove the vehicle daily it would not need to be jumped. We got the vehicle back July 2023, however, Impex put the close date as 5/16/2023. The same issue is occurring the vehicle is not fixed, yet my parents paid $2478.60, adjusted prices after 315.76 was refunded, original total charged and paid was $2794.36 (see supporting documentation) I am asking that the $600 be refunded as it was paid on the basis, they would diagnose and fix the problem and clearly its not fixed; reimbursement for the remote start that was taken off and the display key fob that was thrown away; refund for part of the labor; and the remaining refund of the tax that was charged but not refunded on parts that were not installed. Impex only refunded $315.95 when they should have refunded $520.03, plus tax of $36.30 for total of $556.33 on parts originally charged for but not installed. See breakdown below. 149.95 Labor(********* *******) $43.32 (installed 84870460~ key) and $111.78 (installed 15100813- transmitter) $74.98 labor (********* *******) $140.00 installed 21994227 SL N Receiver Totals 520.03, which they did not install because they claim they could not get so no labor should be charged on something they did not install so in all $520.03+ tax should have been refunded but they only refunded $315.96 and this amount was NOT refunded with the tax but the tax was included in the final price.

  

  Business response

  10/03/2023

  To whom it may concern,

  I have evaluated the customers concern and did find the error we made that was charging labor for a part install that was not complete. So we would be happy to refund the customer the difference she requested of $240.57. 

  The concern with the remote start system is that it shorted out the Body Control Module, if it were to be reinstalled it will then short out the new Body Control Module. This is why we did not reinstall this for the customer. 

  As for the $600 dollar diagnostic fee, We were given approval from ****** to chase down the wiring shorts and other concerns with wiring. We Only billed out 4 hours of the technicians time when he spent nearly 10 hours in total trying to figure out the issues with this vehicle. We decided not to charge all the time spent for customer satisfaction purposes. 

  We do know the cause of failure but the part required to repair the vehicle is discontinued as discussed with ******. As per ****** after that conversation He decided to pick up the car as the part was not available. ****** was aware that the vehicle was not fully repaired.

  As far as the missing Remote start fob, it was placed in the box with the remote start module and wiring.

   

  Customer response

  10/04/2023

   I am rejecting this response because:
  The fob, was not in a box because it was remote start was laying in tbe back seat of the vehicle along with every thing that was taling out of the glove box. ****** did not authorize the diagnosis Mr. N******** did. Impex never stayed the vehicle was not fully repaired, Kim kept stating the vehicle is ready you can pick it up while they were waiting for the keyless entry module to come in, we refused to pick up the vehicle, the vehicle remain from April to July, we picked the vehicle up after Kim stated the part was discontinued. Bottom line is the vehicle is having the same issues it had prior to bring to impex so what impex repaired was not needed and a way to falsely charge us for repairs we did not need because the vehicle is not repaired. 
  
  

  

  Business response

  10/30/2023

  We have Double checked with the tech that worked on this vehicle and the remote start fob was put in the vehicle with the other remote start parts. Must have been misplaced by the customer at a later date.

  Customer response

  01/12/2024

   I am rejecting this response because:

   

  regarding complaint# ********, the business Impex Chevrolet agreed they still owed a refund in their response to the BBB, when i call, they have caller ID and refuse to answer the phone.

  Sent from ******************************* (****************)

  
  
  

  
  

  

  Business response

  02/06/2024

  Hello *********, I am very sorry to hear you have had trouble getting through to us via phone. I would like to get this concern taken care of as soon as possible. ****** is our cashier and has been informed you might be calling and will make you a priority. the best number for her is the main line. ************ (Ask for ******) If you would like there are 2 other ways we can help with this process. One is emailing ****** or Myself Directly at ************************************************* or ****************************************************.

  the Last way and most efficient is stopping by in person so we can get you this refund to the card that the purchase was made from.

  As per previous communication the refundable amount is $240.57

  If you have any questions at all please reach out to me directly. Thank you

*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. ↩