Complaints

This profile includes complaints for Steve's Imports Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Steve's Imports Inc

  7273 SE 92nd Ave Portland, OR 97266-5511

  
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  Steve's Imports Inc

  7315 SE 92nd Ave Portland, OR 97266-5513

  

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:03/21/2024

  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.

  Date of incident occurred mid - end of December to current.Money paid was $2,000 for the repairs made.The business committed to returning the vehicle to the condition it was in when we brought it in for repairs. The nature of this dispute is that the vehicle is worse off than when we brought it in, and were told that the repairs had been completed without issue, this was false as the issue was not resolved and in fact got worse after the repairs.They have offered to do another repair on the leaking sunroof of the vehicle, with labor and part replacements. (More money spent)The issue - We have a 2016 ***** XC90. We brought it into *****'s imports due to a leaking sunroof causing issues with the electronics and worry of water damage throughout the vehicle. They initially told us that the entire sunroof would need to be replaced, an insurance adjuster looked at it and dubbed the car totaled. *****'s agreed to return the car in the condition it was brought in -- which meant some errors from the electronics but the vehicle ran and drove 100% normally. They also said they would fix the leak with other means they recommended and when the service was done informed us that the leak was no longer a problem, and that the vehicle was working as intended. The very next day the sunroof continued leaking into the car causing further problems. We are getting transmission issues, key not recognized issues, the car is practically inoperable. We have tarped it to prevent further damage and contacted them many times to work for a resolution to resolve the issue, it feels like we are getting evasive responses and slow response times if any at all. We would like for this shop to own the work that they did, and achieve the results they informed us they had.

  

  Business Response

  Date: 03/22/2024

  See documentation regarding full disclosure with customer. RO.# ***** shows all declined repairs on second page were declined by insurer/customer, and total charge on ***** was paid by insurer. Several other forms of documentation available as well. Customer aware that ***** has not released a factory repair option for this vehicle, as it is a gross manufacturing error which I have given documentation to customer in regards as well. Customer asked me to submit this claim to her insurance, they totaled her vehicle. I clearly explained to her the liability of her buying back the vehicle and keeping it. I confirmed that there would likely still be issues, however we would be willing to attempt to patch the vehicle back together, with full disclosure. She has kept the car despite it being a total loss due to water damage. And she wants it fixed. I am very surprised regarding her complaint considering I have had a wonderful rapport with her. I have reached out to her this morning letting her know that despite *****'s lack of cooperation with providing a fix for this issue, we are happy to perform a test repair being that we have performed this repair on multiple *****'s same model and same sunroof as her. However it is still a test/trial repair as ***** has not released a repair for this issue. We are very experienced with *****, and very familiar with the issue she is experiencing on her car. ***** lost a class action lawsuit regarding their sunroofs leaking on their earlier models (98 through 2014) and now have re-designed their sunroof with an even worse issue. Customer is fully aware of the risks taken and I can also dig up her insurance claim showing our recommendation for completely replacing her full sunroof cassette assembly which was declined as seen on attached document.