Imports Ltd

Regarding Mr [redacted] ’s complaint dated 10/24/2017: Sales Terms: Date of Sale: 9/14/Mr [redacted] had called on September 28, seeking assistance in repairing a wire which had become disconnected from an ABS module (see invoice attached dated 09/28/2017) We had this repair done for Mr [redacted] at no charge Subsequently an unidentified woman called on 10/24/stating the vehicle had a “clinking” noise For a reason unknown the woman was very antagonistic during the call and before we could verify the buyer Mr [redacted] actually had an issue (hours), someone made a complaint to your officeI have today spoken to our company attorney and have been advised in spite of the terms of the sale and the inflammatory language used by this unknown woman, we should again offer assistance if Mr [redacted] will commit to a civil non-threatening conversation here at our office Thank you for your assistance in this matter, [redacted] Finance Manager Imports Ltd

Initial Business Response / [redacted] (1000, 13, 2015/08/06) */ I have included for your review a copy of a letter sent to Mr [redacted] on May 22, addressing this matterPer Mr [redacted] ' statement to the Revdex.com, I am not clear regarding his reference to a "low-jack" systemI have discussed this term with the manufacturer representative and we do not know what a "low-jack" isIt was previously our understanding Mr [redacted] had discovered an ignition-interruption device that had possibly been installed by a previous lender (these devices are usually hidden in the vehicle to prevent tampering by the owner) As you can see from our correspondence, we explained to Mr [redacted] we do not install these devices and had no knowledge of one on this vehicleWe then offered to assist Mr [redacted] in the removal of the deviceOur manager [redacted] explained our insurance carrier prohibits our towing vehicles but if the car is delivered to [redacted] Auto Service, we would pay for the part removalMr [redacted] has not communicated with us again regarding this issue Lastly, Mr [redacted] states in his letter to the Revdex.com "They put glue on the PCV valves instead of replacing it." I assure the Revdex.com there is no reasonable purpose for anyone to "glue" an inexpensive part such as a PCV valve and would like to reiterate we do not do repairs; they are performed by 3rd party vendors who routinely replace PCV valves for us In conclusion, we are still available to help Mr [redacted] if he would like our assistanceI will send him a follletter and cc your officeThank you for your help on this matter

Initial Business Response / [redacted] (1000, 6, 2015/11/16) */ I have included for your review copies of the documents we sent Ms [redacted] on November 9, It is not clear from your correspondence what the actual issue is but we will keep you apprised of our progress Please understand we were not given the opportunity to help Ms [redacted] prior to a complaint being filed so would the Revdex.com consider a retraction of this complaint if our gesture of goodwill is within your policy guidelinesThank you for your assistance in this matter Sincerely, [redacted] D [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

we asked him to bring the vehicle by so we could have it checked out buy our mechanic and he has not shown up at Imports ltdplease encourage him to bring it by so we can help him

The business provided a refundI would like to close the complaint

He’s saying we misrepresented his warranty to him We go over the coverage with the customer line by line upon delivery It is more than clear It covers all the major components: engine, transmission, etc He didn’t call us but we would be willing to go over and explain it again Had we talked to him first we would have guided him through the process Customers will jump the gun and take their cars to the new car dealer first If your car actually has a servicing problem, the estimate from a new car dealer will always be between $5-10k They never know how to approach it with the service contract company Independent shops work to earn the customers’ trust to get it fixed for as cheap as possible If you go to a smaller shop, they want to earn the business, so will charge much less and the warranty will cover it There is an adjuster with every claim who looks at the car A good shop owner/manager can usually always persuade the contract company to cover it We will also call the local rep/distributor to help get claims covered and most of the time, it works, to keep our business All in all, had he called us first, we could have helped him through the process Going straight to the new car dealer kind of poisoned the situation with the service contract and it will be more difficult to get his claims covered He can call us and we can go back to square one and recommend a smaller shop to try to get his repairs covered I honestly can't remember the last time we couldn't get a claim covered

See attached

In November she brought the car into us to check the fluids. We found there was no dipstick. When we questioned her about the dipstick she said her Dad broke it. We advised her to purchase a new dipstick and bring the car back to us so we could look at the car. She never
returned. In December we sent her a letter asking her for the current mileage and all service tickets, again no response

I have received that the complaint was closed but the response from the company was inaccurate about the woman who called who is my fiancéeI was in the company of her when she calledAbsolutely untrue

Initial Business Response /* (1000, 6, 2015/08/06) */
Regarding the above referenced case, I have included for your review a copy of a letter sent to Ms*** on July 29, I believe it is important the Revdex.com understand we have been given no opportunity to assist Ms***We received
an email from her on July 28, and sent her a written response on 7/29/(see copies enclosed)
Per your Revdex.com correspondence, Ms*** has now complained to several entities but again has not spoken to our staffPer our July 29, correspondence to Ms***, we have offered to schedule a folldiagnosis to determine how to assistI will provide a follto the Revdex.com after we speak to herThank you for your assistance on this matter

Regarding the above referenced matter dated 2-10-2017:Please refer to the enclosed written correspondence to Mr. *** dated February 3, and February 9, 2017. As you can see Mr*** purchased a pre-owned truck from us December 12, 2016. He subsequently drove the truck
over miles then came by to discuss a noise that had developed in the vehicle (see document enclosed titled After Sale Request).During Mr***'s visits of February 2, and February 9, he was both profane and threatening to our staff. After an initial discussion of the circumstances by our management team we concluded a cash payment to Mr*** would be in everyone's best interest. Our experience over the years with antagonistic customers is this behavior can spill over to the shop we refer them to and we have lost a repair vendor due to a similar situation.In conclusion we had not heard from Mr*** since February 9, and assumed the issue was resolved. As you can see on the sales documents enclosed there is no contractual obligation to offer help but our policy of cash or repair assistance is available to all customers no matter how long they have owned the car nor miles driven. Thank you for your assistance in this matter

Hi, I issued a complaint last night regarding a Sales/Pricing error at Imports Limited Auto Sales at *** *** *** *** *** ** ***I would like to remove the complaintThe dealership agreed to look over the paperwork again this morning and I expect the issue to be resolvedThanks for you
help on this matter*** * *** ***@gmail.com ***

Complaint: ***
I am rejecting this response because: They have never try reaching out to meThey never called
me back like they said they wouldThat just bad business saying thinks that not trueMy machanic is looking at the car and is almost done with it if they want to look at it just contact the shop, they have all the information on which/where it is, by this point I am not trusting what they or there mechanic say
Sincerely,
*** ***

As previously explained, [redacted] contacted us regarding an oil leak he stated a mechanic had discovered on the car he purchased here.  The vehicle was not disabled and driveable so we asked him to bring it by so we could obtain a second opinion.  We have not heard from [redacted] regarding our request.  As always we are committed to each customer's satisfaction no matter the sales-terms.  There simply are no circumstances where we will not offer some level of assistance if the buyer will work with us.  As we often discover repairs can be addressed for substantially less and sometimes the problem is other than the suggested repair.  Please let us know if we will hear from [redacted].

The business provided a refund. I would like to close the complaint.

He’s saying we misrepresented his warranty to him.  We go over the coverage with the customer line by line upon delivery.  It is more than clear.  It covers all the major components: engine, transmission, etc.  He didn’t call us but we would be willing to go over and explain it...

again.  Had we talked to him first we would have guided him through the process.  Customers will jump the gun and take their cars to the new car dealer first.  If your car actually has a servicing problem, the estimate from a new car dealer will always be between $5-10k.  They never know how to approach it with the service contract company.  Independent shops work to earn the customers’ trust to get it fixed for as cheap as possible.  If you go to a smaller shop, they want to earn the business, so will charge much less and the warranty will cover it.  There is an adjuster with every claim who looks at the car.  A good shop owner/manager can usually always persuade the contract company to cover it.  We will also call the local rep/distributor to help get claims covered and most of the time, it works, to keep our business.  All in all, had he called us first, we could have helped him through the process.  Going straight to the new car dealer kind of poisoned the situation with the service contract and it will be more difficult to get his claims covered.  He can call us and we can go back to square one and recommend a smaller shop to try to get his repairs covered.  I honestly can't remember the last time we couldn't get a claim covered.

Initial Business Response /* (1000, 6, 2015/11/16) */
I have included for your review copies of the documents we sent Ms. [redacted] on November 9, 2015. It is not clear from your correspondence what the actual issue is but we will keep you apprised of our progress.
Please understand we were not...

given the opportunity to help Ms. [redacted] prior to a complaint being filed so would the Revdex.com consider a retraction of this complaint if our gesture of goodwill is within your policy guidelines. Thank you for your assistance in this matter.
Sincerely,
[redacted] D [redacted]

Regarding Mr. [redacted]’s complaint dated 10/24/2017: Sales Terms: AS-IS Date of Sale: 9/14/2017 Mr. [redacted] had called on September 28, 2017 seeking assistance in repairing a wire which had become disconnected from an ABS module (see invoice attached dated 09/28/2017) We had this repair done for Mr....

[redacted] at no charge.  Subsequently an unidentified woman called on 10/24/2017 stating the vehicle had a “clinking” noise.  For a reason unknown the woman was very antagonistic during the call and before we could verify the buyer Mr. [redacted] actually had an issue (2 hours), someone made a complaint to your office. I have today spoken to our company attorney and have been advised in spite of the AS-IS terms of the sale and the inflammatory language used by this unknown woman, we should again offer assistance if Mr. [redacted] will commit to a civil non-threatening conversation here at our office.  Thank you for your assistance in this matter, [redacted] Finance Manager Imports Ltd

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]