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:04/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:03/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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 Answer

  Date: 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

  Date:02/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 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 Answer

  Date: 03/05/2023

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

  
  

  

  Business Response

  Date: 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. 

• Initial Complaint

  Date:02/14/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I showed interest, online, for a 2005 Ford Thunderbird. Paris *********, with Impex, reached out to me. I told her that I was definitely interested in the vehicle and would put down $8,000.00 deposit to ensure that they would hold the car, so I could have the car inspected. She sent me the information to wire the money to Impex (see Attached Wiring Instructions). On the wiring instructions, there was no mention of any of the money being nonrefundable, or anything about restocking fees. I wired the money (see attached Wired Deposit) on 01/11/2023.
  
  I had the vehicle inspected on 01/12/2023 by the Lemon Squad (see attachment Inspection Report). Note the highlighted information on this report about water infiltration into the cabin, and the pictures of water on the inside of the front windshield. I sent this same information to Impex. I Spoke with Derek *****, Sales Manager, about this problem and told him this would be a deal breaker. He said he would have it checked out along with some other issues with the car. Armando, the salesman said the car was not leaking. I told him I had sent them pictures of the water intrusion. Nothing was done to correct this problem.
  
  Needless to say, on 01/31/2023 the deal fell through (see Armando’s Text). On 02/01/2023, I sent the following email (see attached Response Asking for Money Back).
  
  I live in Asheville, NC and Impex is in Greensboro, NC. As of 02/14/2023, I have heard nothing from Impex. I think they are stone walling me, and I am fed up with it. I want my $8,000.00 back.

  

  Business Response

  Date: 02/23/2023

  Good afternoon *******,

  I am responding to the BBB complaint I received yesterday.  The ID number is ********.  The customer was interested in the 2005 Thunderbird, after having a pre purchase inspection completed he decided not to move forward with the purchase.  We do have a non refund policy on our deposits unless the customer cannot arrange financing or there's mechanical issues.  In this case there were enough issues with the car that the customer as well as us decided to cancel the transaction.  All monies has been refunded to the customer.  I can attach a copy of the check if needed, just let me know.  

   

  Please let me know if there's any additional information you need from me.

  Thanks

  --

  Derek *****

  Customer Answer

  Date: 02/24/2023

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

• Initial Complaint

  Date:02/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 3, we purchased a vehicle from this business. The company processed the paperwork, and we were told to expect the permanent tag within 10-14 days. After 33 days, we called to find out the status of the tag, and were told there was a problem with the bank. After 2 more days, we called back again, and we were told the bank was still an issue, and the person who could resolve it was not in the office. That day, we called the GM, and were told that he would resolve it that day. We were told that the permanent tag would be sent to us next day. After 1.5 weeks, we still do not have the permanent tag. I request a refund for the tag and admin fees that I paid.

  Customer Answer

  Date: 02/14/2023

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

  
  

  

  Business Response

  Date: 05/19/2023

  After reviewing all of the details there was in fact an issue with the lender involved. It has been many months since this initial complaint was launched but some of the issue's I see with the lender involved a credit freeze. Anytime a consumer has a credit freeze in place, which is very common, it can cause things to slow down to a crawl. However the completion of all title and tag work has long been completed dating back to many months ago. The North Carolina metal tag was delivered to there front door via FedEx well over 3 months ago. We always try to expedite all Dmv processes as fast as possible but sometimes there are unforeseen circumstances. We value all of our customers time and patience and do want to extend our sincerest apologies. 

• Initial Complaint

  Date:01/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Below is the email I sent to Melvin f***** Finance Manager at Impex Buick Chevy GMC
  
  Jared emailed me about the ***** tlx you have on the lot because I inquired about it. This was at 8:52. He mentioned that I gave the wrong number because he tried to call.
  Also at 8:52 I received an email (the same email account given to Impex) from the man that owns the ********** phone number. Saying that he just received a call about a car.
  I immediately called and spoke to an Irene(? I just asked to speak to a manager). I told her what had happened and she put me on hold to see what she could find out. Without letting me know, she transferred me to Rachel who just happens to sit beside Jared, and she swears she didn't hear him give out my personal email address to anyone. I don't even know who Rachel is, she didn't even introduce herself as someone different when she answered the phone. Just because she didn't hear him do it doesn't mean that he didn't. This is the only dealership I have inquired about a vehicle from.I just find the whole situation highly unprofessional and quite a coincidence considering everything, I now have a complete stranger with my personal email asking me about how this has happened every 5 minutes. I mean this is a complete mess. I don't know who this man is emailing me? I don't know what other things he can find out about me from an email?
  
  What is also strange is that I just clicked on the picture of the Genesis and it somehow told you that I wanted to know more about it. I didn't request it.. I hope you didn't call the wrong number guy, he is pretty upset for some reason.
  
  An employee Jared H*** gave my personal email to a complete stranger because of a wrong phone number

  Customer Answer

  Date: 02/02/2023

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

  
  

  

  Business Response

  Date: 05/19/2023

  After conferring with our Chief Digital Officer, all of electronic communications with ****** were business as usual. Ultimately what happens is when any of our Impex stores receive a request for more information about one of our vehicles that request will ultimately be filtered to the exact location of where that particular vehicle is. However please do keep in mind that when any person visits any of our many sites it will tell you where that particular vehicle is. At that time the customer can visit a different web page or stay on the one they are on. The timeline of events are as follows. Our ********** location received the initial request from ****** about one of our vehicles. At that time an employee in our ********** location reached out to ****** to see how he could help. To know fault of his own or ******'s while he was doing that our systems in place were sending that same initial request to our ********** location being that is where the vehicle ultimately was. Every person who reached out to ****** was in fact an employee of Impex and no sensitive information other than the info in the initial request was sent. Nor gained. Our only fault in this particular situation was merely that there were to many people trying to help. I guess to some that can be viewed as positive or negative. Some people may find that a nuisance while some people may appreciate the additional help. At the end of the day we were only trying to give all the help we could but we can also see how some may find that troubling. To put some finality in this matter I have instructed our Chief Digital Officer to remove any information that ****** has ever sent us. Meaning ****** will never be contacted by us ever again. Via future electronic communications or phone calls. At this point that is all I can do on behalf of Impex other than apologizing for any frustrations and concerns we may have caused. We were simply just trying to give all the information requested and as fast as possible. Some of the follow up communications from ****** made it somewhat difficult to explain our process or apologize at that time but we do so now. Thank you

  Customer Answer

  Date: 05/20/2023

   I am rejecting this response because: Your salesman Jared gave my personal information to the owner of the wrong phone number. I have an emails from that man stating it. Not a single individual ever followed up with me about it- not even the general manager Brady after I sent a personal email to him as well. 

  The fact that your response has nothing to do with the situation, bundled with trying to turn me into an abrasive person while belittling me tells me all I need to know about your business. You do shady activities and deny, deny, deny. Again- I have an email from the stranger stating Jared gave him my information. 
  
  
  
  
  

  
  

• Initial Complaint

  Date:01/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car from Impex back in July/August of 2022. I went looking for one specific 2020 ****** ******. (Issue 1) While talking to the salesman and working on paperwork, the car was sold from under me to someone in Texas who made a payment over the phone. In turn, they offered us another one that was basically the same with lower miles but cost a more. Since it did, they took a little off the price. Against my better judgement, after wanting to walk away, I proceeded with the purchase. (Issue 2) While there, I asked if the vehicle came with an additional key, they said no, only one. (Issue 3) Upon driving the vehicle, we noticed the signal light was flashing fast like the bulb was about to go out. We told them and was told to bring it back although we live in ********. We go ahead a take the vehicle. A week or so later, I drove the car to ********. While driving, (Issue 4) the pre-collision warning light came on while I was driving and no one was around. I called the dealership and nothing was done. (Issue 5) Remember the previous issue. In August, my daughter was driving the car, not even a mile from our house. The steering wheel locked and she ended up hitting some mailboxes. I called the dealership, I was informed that they check out everything before selling. Not once did they ask me to come in considering that now, an accident took place. (Issue 6) Since then, the warning lights still comes on. Suddenly, the car doesn't recognize the remote. We changed the battery and nothing changed. Took it to the Nissan dealership and we were informed that it was an authentic remote which could cause the computer in the car to malfunction. We called Impex several times. I was told there was nothing they could do. Someone named Dylan hung up on me when I told them I would contact the BBB and my attorney. Shortly , someone else called me back saying they would cover the cost for a remote and the service department would contact me. Called back and nothing has been done.

  

  Business Response

  Date: 05/20/2023

  Let me first start by stating we will never condone the behavior levied against Mrs. **********. At this time I do want to extend her my most sincerest apology and FWIW I have taken action inside Impex Auto Sales. This is not how our employee's are trained to act. Furthermore being that there has been a significant amount of time that has passed since this complaint was lodged we have long since paid for a new key. We hope that in doing so we have successfully addressed and remedied all concerns involved. 

• Initial Complaint

  Date:01/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I walked in with my stuff together!!! I knew what I wanted and what my budget was just in case….. I had my trade appraisal offers with my own bank check and pre approved auto loan offer
  I walked in with appointment they knew I had a $20K check from my bank…. The salesman disrespected the bank and the check and basically dishonored my check… I told them I didn’t want my credit check with a hard inquiry as I already had my own $20K from my bank and a $35k pre approved offer
  then they still mange to do a hard credit check without my signature
  like how does that even happen without my signature?
  I got the credit inquiry alert from my email credit reporting agency
  I checked it said Hard Inquiry!!!
  I made them aware of that and told them to stop I didn’t agree to that. Randy act like he didn’t know what I was talking about.
  Then I finally get someone just so I can ask for my keys back to my car and get my paperwork and Then as my son and I patiently wait…. the original salesman comes back out without my keys and paperwork…. He proceeds to tell me all things that of course I don’t want to hear or things that he obviously didn’t have time to tell me in the beginning…. but put another bank loan in front of my face without my permission and I have a $20K check from my bank and a $35K auto loan offer….
  finally I had to scream!!! just so he could talking to me and just give my keys and paperwork back so I could leave…

  

  Business Response

  Date: 01/19/2023

  Somehow it seems there was a misunderstanding somewhere.  We have 2 systems that run credit, dealer track and Cudl.  The only way we would run credit is if it was authorized with your digital signature.  Being that we somehow got all your personal info and the digital acknowledgement we ran your credit.  Sometimes this gets misunderstood.  We do not take draft checks from any bank and are required by law to check your identity.  We can contact the credit bureau and inform them that this credit check was a mistake,  they will usually follow with an ID theft form... Because someone willingly gave their SS number for a credit check.  

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car from Impex Auto Sales and after two weeks of having it cracks started to appear on my hatch, then my rotator or caliber started to act up and my AIR BAG LIGHT keeps coming on and then off.. I have taken it to a garage to get feed back and the airbag light can actually be a safety hazard as they may not deploy.. I contacted impex auto and have been just being passed around for 3 weeks… I showed up for an appointment that was suppose to be scheduled and it never was.. they were suppose to contact me back for an appointment and they never did. They have been rude and disrespectful.. I have tried absolutely everything to get them to fix the problems.. I have not even made my first payment on my car and this is ridiculous. They lied to me several times through the process and also lied about the ******.. which to me is a huge no no. Please help me

  

  Business Response

  Date: 12/30/2022

  We would be happy to make an appointment to look at your concerns. We are willing to honor our return policy, even though the miles and time has passed. Your bank will not accept a replacement so a refund would be less the fees that are posted on the website.  Your car was purchased as-is.  That means as-is.  Any repair or concern at this point would require payment from you.  

• Initial Complaint

  Date:11/26/2022

  Type:Billing 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.

  Attempted to purchase a **** ********* ****** from this dealership was not successful due to the bank not being able to verify my employment. At that time I had put 2000 dollars down as a down payment. After going back and forth with them for 3 weeks about how to return the vehicle I had to drive back down to ********** and return it . After returning I only received 1500 reimbursement. I spoke to a young lady and she stated that since my original payment of 500 was made via their system that that amount would take a little longer .. reached out to the dealership no response . I just want my 500 dollars

  

  Business Response

  Date: 11/30/2022

  Electronic refunds can take up to 10 days...Please let us know if still not recieved.

   

  Customer Answer

  Date: 11/30/2022

   I am rejecting this response because:
  
  
  
  
  It’s been over a month since the car was returned. I’d be more than willing to come pick up a check like I did last time