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:11/18/2022

  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 **** ***** ***** ******************* from Impex auto on 10/4/22. It came with a clear car fax. It was obvious that a lift kit had been added and after market tires. The purchase $45,082.65, total finance $51,910.56. The truck came with a Warranty through ****, in the amount of $4,156.
  On Friday 11/11/22 my son ****** ********* was driving the truck on **** *** when the right front wheel came off near the ****** **** ****
  We had the truck towed to Impex, only 37 days after purchase. They are claiming no responsibility, as is ****. The truck had run fine, up to that point. I know that **** ***** company has had recalls for this problem in the past. I am grateful that there was no bodily injury.
  Impex then had the truck towed to ******* Machines in **********. I appreciate any assistance with this matter. Thank you ******* *********

  

  Business Response

  Date: 11/21/2022

  We would be happy to assist in the repair and get you the quote to fix your truck but cannot take responsibility for the damage.  The wheel broke off the studs and came off the truck.  I do not have a technician that would say this could have happened after 37 days with the current mileage, its impossible.  We explained that a warranty will not cover this, possibly your insurance would.  We can get a quote from ******* and try to go through your insurance, that will be the only way to assist.

   

  Respectfully,

   

  Brady ******

• Initial Complaint

  Date:11/05/2022

  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 **** ******** *** *** Luxury Collection with 22,000 miles from Impex Automotive in May of 2020 and the experience was great at first, nice staff, somewhat quick process, allowed me to test drive etc. However, here recently I wanted to trade the **** ******** in for a **** ****** ****** where I was told my **** ******** had frame damage. It was not disclosed at the point of sale that the vehicle I was purchasing had underlying frame damage which instantly put me having over $7,000 of negative equity on the vehicle. I’m extremely upset that I was entered into a contract for a vehicle that is only worth half of what I purchased it for and feel like I’ve been scammed with no way out. I ultimately want a resolution and need some advice on how I should proceed.

  Customer Answer

  Date: 11/16/2022

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

  
  

  

  Business Response

  Date: 11/21/2022

  We would be happy to look at your trade in.  Every car on our lot, all 1200-1500 cars  have a carfax attached to it on our website and numerous other free pre purchase tools available online and here in person.  We would be happy to look at your trade in and give you an appraisal.  

  Customer Answer

  Date: 11/21/2022

   I am rejecting this response because:
  
  
  
  
  I appreciate the message back, however, the response I received doesn’t help reach a resolution on the fact that you all sold me a vehicle with frame damage

• Initial Complaint

  Date:09/23/2022

  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.

  My daughter purchased a **** ****** ***** in 5/2022 from impex. I informed the salesman Jay that the back passenger tire was flat and the brakes did not feel right. He informed us that he would have service department check it out. They brought the car back and said everything was OK. They just put air in tire. After we left, the dealership; couple hours later the tire light comes on. We couldn't bring it back cause they had closed. The next day we called to speak with Jay about the problem and they said he was not working. They said ti leave message and he will call back. We didn't hear from him. So we decided to go up there and speak with someone about issues with the tire and brakes. No one was available to help my daughter out with the problem. We have been getting the runaround ever since my daughter purchased the car. And now the brakes have completely messed up. Derek the service manager was rude and hung up the phone on me. So now, my daughter took it to a different shop to get it looked at. Very frustrating.

  

  Business Response

  Date: 11/21/2022

  As always,  we try our best to assist in any after sale issue, after inspecting the vehicle, there were some repairs that are not warranty related (maintenance).  We are more than happy to do another inspection of the vehicle if needed.

   

  Respectfully,

   

  Brady ******

• Initial Complaint

  Date:08/06/2022

  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 7/25/22 I contacted the dealership by phone around 9am about a vehicle they had on the lot for sale. They assigned me a salesperson who facetimed with me and did a walk around on the vehicle just as if I was there in person. I made an offer to purchase the vehicle to which he took to his sales manager and they rejected it. Since this was a vehicle my son and daughter-in-law really wanted I agreed to pay full price for the vehicle. The salesman sent me a link and I paid the down payment by credit card. I received a confirmation (see attached). The sales manager sent me a sales sheet( see attached) showing the total cost with taxes and I agreed to pick it up Thursday morning and would be paying in full. This vehicle had a DVD player with screens in the headset. My son s family was very excited due to them having small children. Since we made a deal I did not pursue the other vehicle we were looking at that also had a DVD player and screen. Later that day I received a call from the sales manager saying that the salesperson didn't realize that another down payment had been paid the day before. They are closed on Sundays and the salesman went to the sales manager 3 different times. He tried to say the customer paid online but I attempted to do that as well and found no such thing. I believe that someone came in who was going to finance so they decided to not honor my deal since they make more money on financing. Since they were unethical and did not honor our agreement I lost the other vehicle as well. I have been unable to find another comparable vehicle. It will cost me 500.00 to install a DVD system in the SUV I had to purchase. I want them to pay the cost since I would not have this cost if they were not operating in an unethical manner.

  

  Business Response

  Date: 08/10/2022

  Impex is very sorry that you were not able to purchase the vehicle you originally sought out to buy.  We did not promise a DVD player in the one that you purchased.  Im sorry that you feel we owe you a dvd player but unfortunately we cannot offer you one at this point either.  The option to not purchase our vehicle and refund your deposit was always available to you as we stated.  Once again, Im sorry you feel that we deceived you somehow.