International Imports, LLC

Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ The customer was quoted prices based off of our pricing system and she was sold these partsWhen asked about our pricing in comparison to other dealers, we realized the error and adjusted her prices accordingly, refunding her the difference It is common practice to pre-pay for special order parts and if the customer requests them over knighted, there are freight chargesHowever, if this was not explained to the customer we sincerely apologize for the error The prices the customer requested were matchedThere is indeed a lifetime warranty on Volvo parts purchased by a consumer and it is backed by Volvo of North AmericaThis is good at whatever Volvo dealership the customer may want to visit We did not intentionally mean to inconvenience the customer and apologize for the poor experience she had at out establishment Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel the overcharging on parts is an ongoing practice since I was quoted from their parts department and service department what I eventually paid, but upon arrival for repairs was quoted a different price since they were unaware that I had previously called for quotesI was also told by the parts department that the part was in stock, which apparently it was not, so I feel I was told the this just to get me in for the repair and ultimately be taken advantage of, so as far as the charge for overnight shipping I did not request this and in fact I was told by the associate that the parts would be ordered and shipped overnight leading the consumer to believe that was standard procedureI received a survey from [redacted] which I completed and received no response from themI was also told that I would receive a survey from Volvo which I have not received and truly feel it was somehow blocked since I have received survey's from Volvo in the past for services rendered from this dealership as well as other dealerships Final Business Response / [redacted] (4000, 11, 2015/09/03) */ International Autos does not condone a policy of overcharging for repairs or partsNor do we manipulate circumstances to bring customers in just to take advantage of themThis is not an acceptable business practice and we do not utilize it or any other questionable policiesWe realized an error and rectified it with the customerIt was an error which we regret, but not a practice In regards to the Manufacturer survey system, the customer's information was not blocked or manipulated in any wayThese surveys are sent randomly and every customer does not automatically receive oneFurther, it can take several weeks for these surveys to process before reaching the customerWe hope the customer is chosen for the survey and she has the opportunity to fill it out In regards to the International Autos internal response, we have responded to the concerns through the Revdex.com system This situation is regrettable and we truly apologize to the customer for itWe did our best to rectify the situation and understand the customer will no longer service her vehicle hereWe do however, wish to service her vehicle in the future if needs arrive in the utmost of professional mannersIf she does not, we wish her only positive service experiences at her provider of choosing

Ms*** brought in her vehicle (VIN ***) on October 10,for a check engine light diagnosis on repair order #***, with a mileage of 98,057. There was no charge quoted or paid for this diagnosis. A *** certified technician followed factory based diagnostic
procedures and found the root cause of the check engine light to be failed catalytic convertor (diagnostic trouble code ECM-*** Catalyst System Efficiency below Threshold, bank 2). All failed components are checked for possible warranty applications from the manufacturer prior to quoting a repair cost to the customer and Ms*** vehicle was no different. At the time of diagnosis there was no warranty through the manufacturer or any other known avenues on the failed component. The Federal government mandates an month/80,000-mile warranty from the in original service date of the vehicle, which in this case was 7/18/12. Ms*** vehicle was no longer covered by this repair due to the mileage on her vehicle. The customer informed us that she had work of this nature done previously. We reviewed the history with Ms*** and explained that the previous catalytic converter replacement (completed on 4/30/15, RO *** at 62,miles) was performed under her original warranty. The customer expressed displeasure at having the same component failThe exact cause of the failure is uncertain however, as explained to the customer, multiple issues could cause the failure and the previously declined spark plugs could have contributed as well (declined on RO#***, 10/15/15, at 76,miles). She was quoted $2,to have this work completed. Ms*** declined the work at that time. We stated we would contact the manufacturer, review her case with them and inform them of her disagreement on payment for the current repair. As promised, our Service Manager, *** ***, spoke with *** and explained the situationDue to the mileage on the vehicle and the fact that there is no existing warranty on the vehicle, *** agreed to cover $of the total repair as a gesture of customer goodwill, representing approximately 75% of the total expense. Ms*** would then be responsible for paying $for the repair. The customer was informed of this offer.We feel we followed the proper diagnostics on this vehicle and provided the customer with a substantial saving by approaching the manufacturer for assistance on her out-of-warranty vehicle. As the manufacturer dictates the measures of “Goodwill” for high expenses such as the these, we believe we have presented a fair and viable offer to the customer. Her vehicle is out of warranty but assistance has been offered. We believe we have acted fairly and with the customer’s best interests in mind and kindly ask that this case be closed accordinglyTell us why here

Initial Business Response /* (1000, 5, 2015/08/11) */
The customer was quoted prices based off of our pricing system and she was sold these parts. When asked about our pricing in comparison to other dealers, we realized the error and adjusted her prices accordingly, refunding her the difference. ...

It is common practice to pre-pay for special order parts and if the customer requests them over knighted, there are freight charges. However, if this was not explained to the customer we sincerely apologize for the error.
The prices the customer requested were matched. There is indeed a lifetime warranty on Volvo parts purchased by a consumer and it is backed by Volvo of North America. This is good at whatever Volvo dealership the customer may want to visit.
We did not intentionally mean to inconvenience the customer and apologize for the poor experience she had at out establishment.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel the overcharging on parts is an ongoing practice since I was quoted from their parts department and service department what I eventually paid, but upon arrival for repairs was quoted a different price since they were unaware that I had previously called for quotes. I was also told by the parts department that the part was in stock, which apparently it was not, so I feel I was told the this just to get me in for the repair and ultimately be taken advantage of, so as far as the charge for overnight shipping I did not request this and in fact I was told by the associate that the parts would be ordered and shipped overnight leading the consumer to believe that was standard procedure. I received a survey from [redacted] which I completed and received no response from them. I was also told that I would receive a survey from Volvo which I have not received and truly feel it was somehow blocked since I have received survey's from Volvo in the past for services rendered from this dealership as well as other dealerships.
Final Business Response /* (4000, 11, 2015/09/03) */
International Autos does not condone a policy of overcharging for repairs or parts. Nor do we manipulate circumstances to bring customers in just to take advantage of them. This is not an acceptable business practice and we do not utilize it or any other questionable policies. We realized an error and rectified it with the customer. It was an error which we regret, but not a practice.
In regards to the Manufacturer survey system, the customer's information was not blocked or manipulated in any way. These surveys are sent randomly and every customer does not automatically receive one. Further, it can take several weeks for these surveys to process before reaching the customer. We hope the customer is chosen for the survey and she has the opportunity to fill it out.
In regards to the International Autos internal response, we have responded to the concerns through the Revdex.com system.
This situation is regrettable and we truly apologize to the customer for it. We did our best to rectify the situation and understand the customer will no longer service her vehicle here. We do however, wish to service her vehicle in the future if needs arrive in the utmost of professional manners. If she does not, we wish her only positive service experiences at her provider of choosing.