Impex Auto Sales

I am rejecting this response because: This establishment is faulty and has reviews on Yelp that coincide with similar jargon as my disputeMorality? I am going to contact someone else about this matter until justice is servedPatronizing me is what they have chosen to do

Initial Business Response / [redacted] (1000, 7, 2016/01/15) */ The customer purchased this vehicle and was sent the original titleWhen the customer took the title to his local VA DMV, they rejected it due to it already having reassignments on itOnce the customer called and informed us of the situation, we immediately requested an instant title for himThe records shows that the instant title was sent to us on the Dec.17th however we have not received itWe then requested a Lost Title form for the customer because we were told that he could use that at his local DMVHowever, the DMV rejected that as wellWe have now requested a duplicate title for the customer however there is an automatic 15-day wait due to the Lost Title form that was requestedWe are now just waiting on the Duplicate title to come in for himWe were unaware that the customer was upset since we have explained the process to him and given him multiple markers to help him continue with his daily activaties Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) After I went back to the dealer -hours driving each way-asking about what is going on, and as I talked to the lady in the title department,she promised I will get it within 2-weeks, this was on JAN 13, So, I'm still waiting for the duplicated title, and I hope to get it ASAP and before my current temporary tag expire on FEB 18, 2016.I will see what happen after that Thank you for your help [redacted] Final Business Response / [redacted] (4000, 11, 2016/01/29) */ Again we apologize for the unfortunate situation that the customer is in however it is out of our hands and we are at the mercy of the DMVWe will continue to provide the customer with an additional 30-day tags until his duplicate title comes in Final Consumer Response / [redacted] (450, 17, 2016/02/16) */ I would like to let you know I received my title Thank you for your help and support

Initial Business Response /* (1000, 9, 2016/09/14) */
Contact Name and Title: Katherine W*** FI Manager
Contact Phone: *** ext
Contact Email: ***@impexautosales.com
Upon receipt of the Revdex.com complaint from the customer, we immediately reached out to help resolve the issue, and
over the last two weeks we have continued to reach out, but have yet to receive a response or call back from the customer
At Impex Auto Sales, we rely on third party vendors such as Carfax and Autocheck for vehicle history reports, as they are known for their reliability and accuracyAt no time has either report showed any history of damage or accident, including an additional report on this vehicle pulled at our expense after receipt of the Revdex.com customer concernIn addition, our independent pre-sale service inspection showed no evidence of prior damage to the vehicle
It is our policy to fully disclose all known conditions of a given vehicle to every customer we do business with prior to the purchaseIn this particular case, we have a copy of the Carfax report that was signed by the customer at time of delivery acknowledging that there was no damageThe title work shows that the vehicle title carries no branding and is perfectly clean, with only one prior owner
While we lament that the vehicle required some repairs in a short timeframe after purchase, we are grateful that the customer pointed out that the Ford manufacturer warranty covered the cost of all these itemsTo clarify this meaning, the Ford dealership acknowledged that the problems were either defects in product or workmanship ultimately caused by the manufacturer, and not by our dealershipNotwithstanding, in addition to this fact, the customer also received and signed a Federal Buyer's Guide notice at time of sale, in which he acknowledged purchasing the vehicle "as-is."
In regards to compensation the customer is seeking, we feel that this request is unreasonableHe was sold the vehicle at $under retail value and in addition, he received a Limited Lifetime Powertrain Warranty included at no additional chargeWe maintain the desire to go above and beyond for our customers, and accordingly we have continued to reach out to the customer to communicate directly with him about his concerns
We are grateful to the Revdex.com for its continued efforts to help connect local businesses to their customer base, in an effort to help resolve customer concernsWe are ready and available to communicate directly with the customer as he desires, and we ultimately wish him well in the future!

Initial Business Response /* (1000, 12, 2016/12/15) */
The client was contacted and the key needed was arranged for him to pick up from the local dealership in his town
Initial Consumer Rebuttal /* (2000, 14, 2016/12/19) */
(The consumer indicated he/she ACCEPTED the response from the
business.)
Impex Auto admitted it had overlooked/misplaced the original requestThey have now corrected the issueThanks Revdex.com of Greensboro, I donot believe I would have gotten the result I did without your intervention

Initial Business Response /* (1000, 8, 2016/08/26) */
Upon receipt of the complaint from the customer, we immediately reached out to her to help resolve the issuePrior to the initial sale of the vehicle, Impex was not aware of any damage that was disclosed on the Autocheck report, as we solely
had relied on Carfax for our vehicle history reportsIt is our policy to fully disclose all known conditions of a given vehicle to every customer we do business with
Upon reaching out to the customer, we offered to trade her out of the vehicle by providing her a substantially higher traevaluation than she had received from a competing dealership, along with helping her to secure another vehicle that she felt comfortable withShe accepted our offer and is now driving her new vehicle!
We have also begun the process of establishing a corporate relationship with Autocheck so we can further be informed on vehicle condition history for our future customersWe expect that this measure will allow us to avoid similar issues in the future
We are grateful to the Revdex.com for its continued efforts to help connect local businesses to their customer base, in an effort to help resolve customer concernsWe are also grateful to the customer for allowing us the opportunity to resolve her concern, and wish both her and her family well with their new vehicle!

Initial Business Response /* (1000, 9, 2015/09/23) */
From: BILAL H*** (mailto:***@hotmail.com)
Sent: Tuesday, September 22, XXXX X:XX PM
To: ***@greensboro.Revdex.com.org
Subject: Case # XXXXXXXX: Mr*** ***
Sorry for not replying to the email soonerMr*** finally showed up
at our dealership and settled his transactionattache to this email is a copy or the Release of All Claims form signed by him on todays date
Let me know if I could be of more help
Thank you,
Bilal H***

Thank you for bringing the matter to our attentionAt Impex Auto Sales we take customers concerns very seriouslyImmediately after receiving the complaint from your office, I touched base with my staff to see if anyone was aware of the situation. I was able to gather that Mr
*** had spoken with one of our sales managers a couple months backOur manager, Mike H***, had asked Mr*** if he had the oil change and was he using the correct BMW oilMr*** was unable to answer because he was unaware of what oil had been used when he had the most recent oil change on his carAt that point MrH*** also pointed out that the vehicle could only use high-octane gas and the customer stated that he was unaware of that eitherWe explained that if the correct fuel or oil had not been used in the vehicle, that it may cause the vehicle to smokeWe also pointed out that the to BMW X5's with Vengines have a common characteristics of smokingthere are plenty of forums online that discus the common characteristics of this particular motor, the most recommended fix was using the proper oils and use the manufacture's recommended higher grade gas.At that point, Impex Auto Sales offered Mr*** to bring the vehicle to our facility so that we could diagnose the issue and advise as to what the problem may beNo further communication was made by Mr*** as to scheduling an appointment to bring the vehicle in question to our dealershipwe assumed that his concerns were answered and the problem was fixed.In reference to Mr*** alleging that he communicated with us via email. our records indicate that no email was received from Mr*** after the last telephone conversation we had with him. As required by law, no vehicle can be retailed at our dealership if it cannot pass the NC state emission and safety inspectionMr*** should have a hard copy of the inspection in his recordsthe vehicle was retail ready and showed no signs of failure. Since Mr*** declined the extended service contract that was offered at the time of sale, and purchased the vehicle we feel that our actions and concern have went above and beyond. In addition, our records show 16 forms signed and initialed by Mr*** acknowledging the current condition of the vehicle, his decline to the warranty offered, the Buyer's Guide and several other documents that show Mr*** was fully aware of the purchase. We at Impex auto sales do regret that Mr*** is unhappy however we do feel as though we have met and exceeded any moral or legal obligations.Sincerely,Management

Initial Business Response /* (1000, 6, 2015/07/29) */
Our records show that Mrs. [redacted] owes our company the balance of $800 (excluding any late fees and repossession fees that we aren't even adding to the amount). unfortunately, we are unable to confirm the receipt of the whole balance.
in...

situations as Mrs. [redacted] we normally keep a record in writing as to what was promised and when.
we make sure that the customer receives, in writing, a copy of any arrangement promised by our company as well as a receipt for amount paid. we recommend that Mrs. [redacted] submits to us any evidence of payment such as a copy of a cleared check, a receipt or a letter that was issued by our company so we can take it under consideration.
We have attempted to collect the remainder of the balance several times before. unfortunately, we were unable to get any resolution.
we have no record of any communications that was sent to us by Mrs. [redacted]
At this point in time, we are not willing to offer any concessions due to the fact that it has been a long time since the vehicle was sold and the account was opened. we recommend that Mrs. [redacted] contact us to settle the outstanding debt within a reasonable time. this vehicle has been on the scheduled for repossession for over 12 months. however, due to the fact that the amount is minimal compared to the price Mrs [redacted] has paid, we are not seeking to enforce the repossession procedure.
None of our associates recalls any discussion that took place in which Mrs [redacted] was promised a relief from the debt she owed.
Just to be clear, No threat of Repossession was ever made by any of our associates with regard to this matter...
Initial Consumer Rebuttal /* (3000, 8, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately, the above statements are incorrect. I have experienced poor business practices and customer service. Impex auto has never sent me any letters or returned my phone Calla after 2012. I have written proof that we both wrote Impex and that my car was taken in for major repairs in 2011 and 2012. The reason the car was considered paid in full was because the engine went out 7 months after I bought it. The title manager stated that on my file it shows where I called and sent complaints about the car a little less than a years after purchase. I have the Toyota dealer service receipt from when I took the car in for repairs. I also have my bill of sale and I never signed anything that said "as is". On the phone the title woman told me and the Nissan dealer here in Wilmington that she had processed repossession papers for the vehicle. On Monday I tried to call and pay the balance and she hung up on me and refused to let me speak to the manager. At this ppint I would like to settle on a payment of $400 so that I can have the title be sent to Capital Nissan in Wilmington NC where the vehicle was traded in. Again if Impex tried to reach me, they would have copies of the alleged letters from now until 2011. There were no letters sent- I have moved several times and received no letter or calls.

Initial Business Response /* (1000, 7, 2016/01/15) */
The customer purchased this vehicle and was sent the original title. When the customer took the title to his local VA DMV, they rejected it due to it already having 4 reassignments on it. Once the customer called and informed us of the...

situation, we immediately requested an instant title for him. The records shows that the instant title was sent to us on the Dec.17th however we have not received it. We then requested a Lost Title form for the customer because we were told that he could use that at his local DMV. However, the DMV rejected that as well. We have now requested a duplicate title for the customer however there is an automatic 15-day wait due to the Lost Title form that was requested. We are now just waiting on the Duplicate title to come in for him. We were unaware that the customer was upset since we have explained the process to him and given him multiple 30 markers to help him continue with his daily activaties.
Initial Consumer Rebuttal /* (3000, 9, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After I went back to the dealer -5 hours driving each way-asking about what is going on, and as I talked to the lady in the title department,she promised I will get it within 2-3 weeks, this was on JAN 13, 2016. So, I'm still waiting for the duplicated title, and I hope to get it ASAP and before my current temporary tag expire on FEB 18, 2016.I will see what happen after that.
Thank you for your help.
[redacted]
Final Business Response /* (4000, 11, 2016/01/29) */
Again we apologize for the unfortunate situation that the customer is in however it is out of our hands and we are at the mercy of the DMV. We will continue to provide the customer with an additional 30-day tags until his duplicate title comes in.
Final Consumer Response /* (450, 17, 2016/02/16) */
I would like to let you know I received my title.
Thank you for your help and support.

I am rejecting this response because:
This establishment is faulty and has reviews on Yelp that coincide with similar jargon as my dispute. Morality? I am going to contact someone else about this matter until justice is served. Patronizing me is what they have chosen to do.

Upon receipt of the Revdex.com complaint left by [redacted], our General manager immediately tried to reached out to the customer multiple times through multiple communication methods and unfortunately have been unable to make contact and the customer is yet to return the calls or text...

messages.     When the customer came in to dealership on 6/29/2017, she did fill out our finance application and signed a consent form allowing us to run her credit bureau and obtain financing through one of our many lenders, which we have a copy of the consent form in her file here at the dealership. The customer did mention to her sales associate that she was pre-approved through a specific lender but did not state that she only wanted her application sent to that specific lender. Following standard procedures, Our sales manager sent the customer's information to one additional lender to see if we could beat the high interest rate that we had obtained for her from the lender that she was pre-approved through.     Ms. [redacted] did reach out to the finance manager that finalized her paperwork a few weeks later when she received the turn down notification from the other lender. The finance manager explained our finance process, here at the dealership, as well as the fact that the lender that she was pre-approved through requires that the dealer pull the credit history and submit it at the time of purchase so that we can be made aware of the approved deal structure and rate (that's detailed in the pre-approval letter Ms. [redacted] received by mail and has a copy of).    In the Revdex.com complaint, Ms. [redacted] also mentions that the friend who referred her was delayed in receiving the referral incentive and had to come in to the dealership to pick it up. Our referral incentive is voluntary, we do it as way to thank our customers and to help grow our business through friends or families. It is our policy here to wait until the referred deal is funded and completed before we send out the gift to the referring party.   We apologize for any confusion that Ms. [redacted] has. We have tried multiple times to explain, as well as reach back out to her to see what we can do to ease any feelings -and clarify any misunderstanding- that she may have towards our dealership and staff.    We appreciate the Revdex.com for it's effort to help resolve the customer concerns. We are also grateful to Ms. [redacted] for allowing us the opportunity to earn her business and to resolve her concern. and wish her well with the vehicle that she purchased with us!May she has any further questions or concerns, she is welcome to contact our customer relations director Mr. Mike H[redacted] at [redacted]

In response to the complaint for Mr. [redacted] that purchased the 2007 Chevrolet Silverado 1500 on July 10, 2017; the customer did call our office Monday 11/27/2017 to complain about a rust issue that he found on the brake lines of the truck. Mr. [redacted] and his wife...

spoke with a couple of our sales managers that day and explained that they had noticed the rust on the brake lines when Mr. [redacted] himself tried working on the brakes and had hit something. At that point, we offered the customer the option to bring the truck into the dealership so we could assist in the repair as a gesture of good will. Mr. [redacted] then pointed out his concern for us doing the repair because he felt as though we had completed the North Carolina state inspection incorrectly by passing the vehicle even though the brake lines were in the condition they were. At that point, we explained that we had not completed the North Carolina state inspection but we had a third party who completed it. We have since contacted the inspection station that we used as well as some others in our local area who all state and agree that the brake lines are not part of the North Carolina state inspection process, just the pads, rotors and housings. After trying to reassure the customer, he stated that he would like to think about our offer some more and would call us back when a decision was made. On Tuesday 11/28/2017 we were made aware that Mr. [redacted] had filed a complaint with the Revdex.com. In the complaint, the customer also states that the vehicle has fraudulent tags, however, we secured the customer's tag and registration 2 days after the purchase. Reference DMV Tag #[redacted]. There is absolutely nothing fraudulent about the paperwork or the tag that the customer received.     Mr.[redacted] purchased a 10 year old vehicle and signed a Carfax History report that shows that the truck originated and spent most of it's time in the Northern Region(MI and NY). He elected not to purchase a service contract, did sign an AS-IS and a Conditional delivery agreement which states that he had an opportunity to take the vehicle to a mechanic of his choice for an inspection before the purchase was made. We here at Impex Auto Sales feel that we have done nothing wrong in this transaction and tried to go above and beyond by offering assistance to the customer in this situation.    As always, we are grateful to the Revdex.com for it's efforts to help us resolve our customer concerns.

Initial Business Response /* (1000, 9, 2016/01/19) */
When the customer purchased the vehicle on 11/3/2015 he did mention the wires that were hanging down however it was after he signed his paperwork and purchased the vehicle. Once his purchased was complete, it was after our business hours and...

we were closed so our service techs had went home for the day. We did tell the customer to bring the vehicle back to us the very next day and we would take care of the wires. He did not show or communicate that he would need to reschedule. A few days later, we did receive a call from the customer as well as our finance manager was communicating with him via text about the problem that he was having with the vehicle's window. Again, we advised the customer to come in and bring the vehicle so we could take care of the wires and diagnose the damaged window. He again did not show. The customer has now mentioned that he has replaced the Turbo because a mechanic that he personally knows told him that it was causing the smoke that he mentioned in his complaint. Customer has since noticed smoke again and the vehicle is now in the shop having the head replaced. I have spoken with the customer and explained that we will financially help him with the window that he repaired and the wires but that we are not able to help with the Turbo or head due to the fact that he bought a vehicle AS-IS and would not bring the vehicle back in to have our technicians or an authorized Ford mechanic diagnose the problem.
Initial Consumer Rebuttal /* (3000, 11, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes that is correct that I bought the vehicle as is; although your sales manager (mike) personally told me that he stands behind all of their vehicles and if anything was to happen in the first few weeks of buying the vehicle then "impex auto sales" would step up and resolve the problem. I have called and notified the dealership on all the problems the truck has given me. They started from the first 5 minutes of purchasing the vehicle.if you stand behind your vehicles then why haven't I been reimbursed for the out of pockets repairs iv had to fork out? If that is the case then why have I not been getting phone calls from them making sure me as a customer am satisfied.... you would think that would be the case, well it is not. It is simply the other way around. Iv talked to kat, and since our conversation she has not answered my phone calls since then.
Final Business Response /* (4000, 14, 2016/01/29) */
Unfortunately we are not going to be able to further assist this customer. Customer was offered an extended warranty at the time of purchase and declined. Customer purchased an AS-IS vehicle and we did offer to help with some repairs however he refused to bring the vehicle back to us or have it properly diagnosed by a Ford dealership.
Final Consumer Response /* (2000, 16, 2016/02/02) */
From: [redacted] (mailto:[redacted]@gmail.com)
Sent: Monday, February 01, 2016 9:01 PM
To: Revdex.com
Subject: RE: Revdex.com Complaint Case# [redacted] (Ref#[redacted])
Dispute was solved thank you for your support
Sent via the Samsung Galaxy S(r)6 active, an AT&T 4G LTE smartphone