BBB Accredited Business since
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This company provides used auto sales.
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A BBB Accredited Business since
BBB has determined that Image Auto Sales meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that lowered the rating for Image Auto Sales include:
- Length of time business has been operating
Factors that raised the rating for Image Auto Sales include:
- Complaint volume filed with BBB for business of this size.
- Response to 2 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||2|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Department of Motor Vehicles
Type of Entity
Business ManagementMr. Daniel Burrup, Owner
AUTO DEALERS-USED CARS
Products & Services
Image Auto Sales offers the following product(s): Used Cars, Used Motorcycles, Used RVs, Used Trucks, Used Vans
Hours of Operation
|M||:||9:00 AM - 9:00 PM|
|T||:||9:00 AM - 9:00 PM|
|W||:||9:00 AM - 9:00 PM|
|Th||:||9:00 AM - 9:00 PM|
|F||:||9:00 AM - 9:00 PM|
|S||:||9:00 AM - 8:00 PM|
Refund and Exchange PolicyThis company offers a 3 Month, 3,000 Mile warranty on qualifying purchases for vehicles 10 years old or newer and less than 100,000 miles.
Alternate Business NamesThe Used Car Factory, Inc.
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Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
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BBB Complaint Process
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BBB Reporting Policy
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Additional Phone Numbers
- (208) 322-1592 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: I bought an Audi 2002 A4 Quattro from them about a year and half ago, a few months ago I noticed it had a coolant leak, and the coolant was green. They had done some work on the car before I bought it by replacing the water pump and the timing belt. Which means you have to drain the radiator fluid out and then replace it when done. I went to add coolant to the car and noticed I couldn't find a radiator in front, like most cars have, so I opened the owners manual and there it states that a special kind of radiator fluid must be added (which is pink) or else over time other radiator fluid will cause loss of fluid and serious damage to the engine. It also states that the coolant (G12 A8D) used for Audis is non corrosive like regular antifreeze and therefore would not cause the corrosion that has happened to my cars thermostat housing and water pump, where the 2 leaks are now in my car. I have mentioned this to them, but they say they are not responsible for the damages because I bought my car 1 & 1/2 years ago, and they claim to have put the right coolant back into the car. But when I went there to have them check it out, they gave me a quote on the cost to fix my car and when talking with the mechanic, he had no idea that it needed special coolant until I said something about it.
Desired Settlement: I would like them to replace the damaged parts of my car. I feel that this would not have happened if they would have put the right coolant back in the car. I do not feel that I should be responsible for the costs of the high priced labor to do these jobs either. They are not damages caused by me, I did not put the wrong coolant into the vehicle to cause these damages.
I am sorry that the customer had a bad experience with us. Top quality customer service is our first priority and the customer did not get the service she deserved in this situation. Our employee was negligent in making efforts to try to help this customer. Ironically, because of other situations like this, we let that employee go just one business day prior to receiving this complaint. We have contacted the customer and have offered a helping hand in getting this problem resolved. As of now, her car is repaired and I believe all parties involved are content. It did not have to become a complaint but the customer felt she had nowhere to turn for help after she felt wronged. I do not blame her at all for that.
I would like to take a moment to explain why things were as they were at the time of the complaint. Not to contend with the customer, but simply to justify the situation from our perspective for future readers. When we replaced the water pump before the customer bought the vehicle, it had green coolant in it at the time. We did not change it from the pink fluid, we continued with the green fluid. As long as a system has been completely flushed, it can normally be changed to a different type of fluid. It is common practice in the auto repair industry to use a different coolant than what the manufacturer's owners manual dictates (it is usually much more expensive). Nearly every manufacturer recommends that the owner use their own special fluid (probably to capture more sales) but it is generally OK to use a different fluid. The harm comes in mixing different types of fluid together (e.g. pink mixed with green). As for the mechanic referred to in the complaint who didn't even know there was a different type of fluid; he is actually a new service writer, who is not a mechanic and is still learning. When the customer explained the difference in fluids to him, he was not sure there was a difference. He probably should have sensed there was unrest with the customer and sought additional help instead of letting one of her concerns go un-resolved.
I hope the customer can accept deepest apologies on behalf of me and our business. We are striving to improve in every way and provide the best experience possible for all of our customers.
Image Auto Sales
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
Read Complaint Details
Complaint: I just recently purchased my car on ****** **** **** and was told I would be covered under warranty for 90 days if any issues should come up with the car. I experienced already on ****** *** **** the car starting to sound and act funny, then on ******** the car sound and felt worse and turned off a couple of times. I then had my husband take the car in to their shop and was told it would take a day and lend us a car in the meantime. Later in the day I get a phone call from the car dealer that sold us the car and said it was a computer issue and that we would have to pay $800 towards getting the car fixed (otherwise purchasing another warranty in which it would cover) I expressed to the dealer (****) that we were told if any problems to let them know, and how we hadnt even had the car for a full week and there should be no reason why we should have to pay. He again expressed that it was not an issue covered under their warranty and to talk it over with my husband and let him know how we would like to proceed. Whereas I have only had the car for 6 days I feel it us up to the dealer to cover these expenses because Im sure if it had been that I test drove it and wanted to buy it they would have had to fix it before they could sell it
Desired Settlement: I feel that the dealership is required to pay and cover the expenses to fixing this issue and any others that should arise with the car in the 90 days they had given
Business Response: Resolved complaint with customer.
BBB's Final Determination: Consumer accepted resolution offered by the business.