BBB Accredited Business since
BBB Business Reviews may not be reproduced for sales or promotional purposes.
This company offers new and used cars.
Request a Quote
A BBB Accredited Business since
BBB has determined that Imports By Day Inc 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 raised the rating for Imports By Day Inc include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 7 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||7|
|Total Closed Complaints||7|
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:
Pennsylvania Department of State
206 North Office Building, Harrisburg PA 17120-0029
Phone Number: 717-787-8503
Business ManagementMr. Gary DeSanzo, General Manager Mr. Carl Prince, Controller
AUTO DEALERS - NEW CARS AUTO DEALERS - USED CARS TIRE DEALERS ALTERNATORS & GENERATORS-AUTO REPAIR AUTO BODY REPAIR & PAINTING AUTO DIAGNOSTIC SERVICE AUTO ELECTRIC SERVICE AUTO INSPECTION STATIONS AUTO REPAIR & SERVICE BRAKE SERVICE AUTO OIL CHANGE & LUBRICATION SERVICE MUFFLERS & EXHAUST SYSTEMS RADIATORS - AUTO TRANSMISSIONS - AUTO AUTO REPAIR - WINDSHIELD, GLASS SHOPS
What is a BBB Business Review?
About BBB Business Review Content & Services:
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
Types of Complaints Handled by BBB
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
BBB Complaint Process
What is BBB Advertising Review?
What government actions does BBB report on?
BBB reports on known significant government actions involving business' marketplace conduct.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
Additional Phone Numbers
- (724) 327-4900(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: On Saturday, 8/31/13, the manual transmission on my 2012 *** would not go into or out of gear when the clutch pedal was depressed. I pulled to the side of the road and was able to force the car into gear, pull out in first without the clutch slipping or any problems, but I was unable to go in or out of gear without significant force. I drove the car to a safe location and had it towed to Imports by Day on Monday. The service dept reported that the clutch was completely worn out, it was not covered under warranty, even though my car only had 12,700 miles on it, and to report the issue to VW Customer Care. VW informed me that it was not under warranty, but since the car was low mileage and it appeared to be a part issue they would perform a good will gesture and cover the cost of the parts, but were not able to cover the labor. I then spoke with the service manager about my concerns, and he offered to reduce the labor cost from $850 to $650 I expressed that I did not think this was fair because the car is nearly brand new and this was not a wear issue since the car was not abused and a normal clutch does not wear out under normal use at such low mileage. I asked if he could perform a good will gesture similar to what VW offered. The manager said he could not waive the labor because the only issue they found was the worn out clutch.I researched the problem and found many cases similar to mine and that these symptoms could be caused by problems with the slave cylinder, throw out bearing, or failed springs, and if the clutch had been completely worn out, I would have had slippage when pulling out from a stopped position or even while accelerating. I had not before or during this problem had any slippage, leading me to believe that the clutch was not worn out to the point the service dept claims. I also took pictures of the original clutch and pressure plate and confirmed with multiple sources that the parts were not worn out to failure and there were no significant visible issues with either part.
Desired Settlement: I would like a refund of $650 for the cost of the labor because I feel this problem was caused by a failure in the vehicles transmission and not by normal wear on the vehicle, which was normal driving for 12,700 miles. I also believe that since the mileage on the vehicle is so low, only 700 miles over qualifying for the lemon law, and VW offered a good will gesture to cover all of the cost of the parts, the dealer should have followed VW's lead and offered to cover all of the cost of the labor.
This reply is in response to the complaint filed with your office by **** ******* against Imports by Day in Monroeville, PA.
On or about August 31st, Mr. ******* had his 2012 VW *** towed to Imports by Day because this vehicle would not shift into gear. Upon further review, it was determined that the clutch was completely worn out, which made shifting his *** into any gear almost impossible. Unfortunately for Mr. *******, Volkswagen of America (and all other manufacturers) does not cover the manual clutch under warranty because it is considered a maintenance or wear item. Moreover, the life expectancy of a manual transmission clutch assembly will vary depending on usage and driver habits/tendencies. Nonetheless, Imports by Day did converse with VW in hopes of securing a goodwill adjustment for Mr. *******. VW ultimately did agree to supply the parts, but not the cost of the labor to replace the clutch assembly. As a courtesy to Mr. *******, Imports by Day reduced the original labor estimate to install the clutch to $650. This proposed scenario was then fully explained to Mr. ******* and Mr. ******* did authorize Imports by Day to repair his ***.
All repairs made and authorized within the original factory warranty guidelines are the financial responsibility of Volkswagen of America, not the selling or the servicing Dealer. The Dealer cannot manipulate the claims that are authorized by the manufacturer in any way; however, the Dealer can discount parts and/or labor as a courtesy to the customer when the manufacturer does not authorize a complete repair for the customer – and Imports by Day did provide that courtesy to Mr. *******. Volkswagen of America’s final determination did allow for a goodwill part replacement, but they insisted that the owner of the vehicle (Mr. *******) should participate in the repair by paying for the installation of the clutch assembly.
Imports by Day has never had to extend “implied” warranty coverage to any part on any vehicle that the manufacturer did not cover, and we do not wish to set a precedent in this case. It should also be noted, however, that Imports by Day did allow Mr. ******* to drive a loaner vehicle for several weeks as Mr. ******* waited for Volkswagen of America to make its determination. For the record, loaner cars are not provided by the manufacturer. They are provided by the Dealer, and the cost of this service was NOT extended to Mr. *******; therefore, Imports by Day is not interested in making further adjustments to the cost of repair.
I would hope that this reply is suitable for your records. If there are any other issues that may need addressed, I can be reached throughout the day at ###-###-####…
Imports by Day
1580 Golden Mile Highway
Monroeville, PA 15146
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
As a selling and servicing dealer, Imports by Day is a face to face representative of VW, and as such, they should provide an interface for the customer when issues with the product or manufacturer arise, as there is no VWofA showroom or service department where I could take my issue directly. In this circumstance, I was simply told we cannot help you, you must contact VWofA via telephone. The dealer in my opinion is an advocate for the customer, and in this instance Imports by Day did not perform this service as one would expect.
I would also like to respond to their claim that “all other manufactures” do not cover the clutch of a manual transmission. I would like to state that at least one manufacturer, specifically ******, does in fact cover the clutch, brakes, and other wear items for 3 years/36,000 miles. They provide that coverage because it is generally accepted that without extended abuse, a modification to the car, or a defective product, these wear items should have a lengthy lifespan. Specifically the clutch in the majority of circumstances should provide a lifespan of at least 36,000 to 76,000 miles without a problem, and I’m sure the majority of the cars sold by Imports by Day that have a manual transmission would fall within that range.
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.
|4/23/2013||Problems with Product/Service | Complaint Details Unavailable|
|3/26/2013||Problems with Product/Service|
|2/22/2012||Problems with Product/Service|
|9/23/2011||Problems with Product/Service|
|3/30/2011||Problems with Product/Service|
|3/28/2011||Problems with Product/Service|