Complaints

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

• Initial Complaint

  Date:03/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/13/24 I purchased a 2016 ****** ****** (the “******”) from the *** of *** ******** (“***”) for $17,193.02 (including taxes, fees and registration). I found out there was major undisclosed engine damage on 10/10/24. I brought it back to *** on 10/16/24. They did not cover the repair costs but told me they would work with me on the repair.
  
  After having the ****** for almost 2 months and charging me over $5,228.42 *** said the ****** was ready for pick-up on 12/10/24. It had more warning lights on at pick up than when I brought it back to get repaired. *** told me it was safe to drive (it wasn’t) and to bring it to a ****** dealership to clear the codes.
  
  I brought it to a ****** dealership on 12/12/24. I was told they can't clear the codes there was significant damage done to the engine.
  
  I contacted *** several times. I requested that they either fix the damage they did to the vehicle during the repair or that they pay another service center to repair the damage. They completely ignored me and refused to return my calls or emails.
  
  On 2/5/25 I approved ****** repairing the car. The “repair” done at *** destroyed the engine. The steering was also ruined during the “repair”. The engine needed to be replaced and the steering fixed. The total repair came to $10,403.48 and I picked the ****** up on 2/17/25.
  
  In summary, I have paid $15,631.90 to repair the ******. It took 4 months to have it repaired.
  
  I filed a formal complaint with the ***. The *** tried to help resolve the matter and sided with me but *** only offered an insulting settlement of $2,500 only 16% of the repair costs.
  
  I am looking for your help in hope to resolve the matter and to avoid having to pursue legal action against ***.
  
  More information is available upon request including, emails and texts, invoices and pictures and videos of the damage.
  
  Thank you for your help,
  ******* ******

  Business Response

  Date: 04/01/2025

  Hello, Mr ****** has complaints with the ******** ******* along with the ***. The *** has referred this to be a civil matter. 

   

   

  Thanks

  WIlliam L*******

  Customer Answer

  Date: 04/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The reply from Import Motors of *** ********, LLC (“***”) is completely unacceptable. They couldn’t even spell my name correctly in the reply. It shows how little they value their customers. Before making the case a civil matter it is important to go through the proper channels and that is what I am doing. The BBB helps to protect consumers like me from being taken advantage of by unethical business like ***. The fact is that I paid over $5K to have *** fix my ****** ******. However, they not only did not fix the ****** they instead caused over $10K worth of damage to it and put my life at risk by having me drive an unsafe vehicle. I have included the invoice for the additional repair needed after ***’s botched repair. More information is available as well including invoices, pictures, and videos of the damage. 

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

  Business Response

  Date: 04/07/2025

  We have already addressed Mr. ****** and his complaint with the ***. The *** has since closed this case. Mr. ******** ****** ****** was test driven multiple times after we completed the repair he authorized and the vehicle left our dealership operating as designed with no issues. We did not have the chance to inspect the vehicle in regards to his concerns outlined above as they were diagnosed/repaired by another shop.  

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brought in our *** ******* for a check engine light March 17 2025. Received the car March 19 2025 with a damaged grill (small fist sized hole). We have ring footage evidence that the hole didn't exist when the car left for *** motors and evidence less than 30 minutes after pick up that it now has the hole. We brought it up to them and they are denying fault. They are also unwilling to help. They have no other evidence other than their inspection sheet that has unspecified "damage to front" circled (which could have been circled at a later date). No details mentions about the hole in report. They did not mention this damage during the pre-work service call but did mention a license plate light out and several other odds and ends. We asked them for on site footage but they don't have cameras at their facility. They fixed the thermostat under warranty and cleaned the outside of the car (without receiving consent). Based on our experience, we have strong reason to believe the damage happened at their facility and they are covering it up.
  
  They basically posit it's our word against theirs and are pushing that it happened on the 20 minute drive to the facility and not at the service station or during the unsolicited cleaning).
  
  Facility doesn't have surveillance
  Facility didn't tell us about the damage during the laundry list of issues (to make more money)
  Facility claims they are not a body shop and would not fix or replace the grill (even more incentive to cover up the inflicted damage)
  Facility manager Steve was hostile on the phone. When told the call was hostile, he attempted to gaslight about "bending over backwards" to check an unrelated transmission issue.

  Business Response

  Date: 04/01/2025

  Hello, I have reviewed the complaint. We had the car in service under Canadace Andrade and have attached the repair order and MPI for review. Our service team noted when checking in the vehicle that there was damage on the front prior to working on it. We also have tried to reach out to the number on file to work with the customer.

   

   

  Thanks

  William G L*******

  Customer Answer

  Date: 04/09/2025

  The inspection doesn't have a customer signature and is invalid. Easily could have been fabricated. They never reviewed the inspection with us.

   

  They have also NOT tried to reach me, in fact, they are blocking my calls.

  Customer Answer

  Date: 04/09/2025

  Manager even told me on the phone that the multipoint inspection only has the front circled but no other details. "Hole" must have been added after our call further supporting motivation to cover up the issue.

  Company calls are recorded for training purposes so they may have the transcript.