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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 13 factors. Get the details about the factors considered.
Factors that raised the rating for Image Auto Sales include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 4 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||4|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
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
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.
9176 W Fairview Ave
Boise, ID 83704 (208) 322-3955 Directions
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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
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- Problems with Products or Services
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BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
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Additional Phone Numbers
- (208) 322-1592 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: We bought a Ram 1500 in 10/31/15. We were told that Boise Automotive Service, did a complete check and was in good condition (nothing reported on Carfax). We left for the holidays while our roommate would turn on the truck for 15 minutes every day since it was still snowing. 01/04/16 on our way to Mountain Home AFB; the truck's engine dies and has no power. We call USAA, tow truck sent and taken to Mountain Home Car Care Center. They inform us that there is “molten/pieces metal draining from the engine...this has been a problem for a while”.We have had the vehicle for 2 months or so. The TIPM, starter, and A/C is out, MHCCC replaces the TIPM and starter. We have a dispute with MHCCC and on 01/29/15 truck was towed to Thrifty Car Sales (MH). Thrifty's tells us the same thing; we and ASC Warranty give them the go to replace the engine and repair the A/C. We have driven it less than 3k miles. 04/09/16, we went back to Image Auto Sales to speak to them about all the issues and return the truck. Tom greeted us, the same individual who sold us the truck, and updated him. We brought up returning the truck, he knocked down the proposal, it was "out of their hands". He asked why the truck wasn’t brought earlier and we explained that the vehicle was inoperative and the warranty covers a limited amount of mileage (which would have been from Mountain Home to Boise). He suggests trying to trade in the truck for a more affordable vehicle or having their shop take a look at the paperwork and have a look at the truck. 04/11/16, we take the truck to BAS to have it checked out, they state that " the truck was fine when they originally inspected it, maybe the previous owner put in MOA to mask its defects" An unacceptable excuse. I speak to Tom again and brought up them taking it back and was rejected. The other suggestion was then rejected due to my credit history.
Desired Settlement: We truly want to return the vehicle that has brought us more misfortune than anything and we can’t continue this game of telephone between all these different companies.
I would be extremely frustrated with this situation as well. Please know that we are here to help you with your issues. We have not heard from you until now since you purchased your vehicle 5 ½ months ago. We had no idea you had any troubles and would have loved to help all along the way. Since you came and saw us this week, we have contacted 1. the company who installed your engine, 2. the parts company where your new engine came from, and 3. the warranty company. There is a warranty from the parts company and our shop should be able to get fixed under the warranty. Again, we truly want to help you out.
We do want you to know that if we see a problem before we sell a vehicle, we fix it or we disclose it clearly to the customer beforehand. The last thing we want is a situation like this. Whatever the employee at Boise Automotive said to you about “masking defects” was pure speculation and entirely inappropriate. Boise Automotive knows better than anyone that when they see a problem and present it to us, we fix it. We never pass problems on to a customer.
I would truly appreciate the opportunity to get this car to Boise Automotive and get it fixed correctly for you. The warranty company has already agreed to allow us to diagnose the issue and repair it. Please contact us at your earliest convenience to set an appointment.
Problems with Product/Service
Read Complaint Details
Complaint: i bought a 2001 gmc sierra from image auto sales, the four wheel drive was not working when i test drove it they said it would be fixed before i bought it, about a month and half later i went to use it and noticed the four wheel drive was not working i called them and they told i bought as is and they would give me a discount on fixing it, this is after i paid their mechanic 650 dollars already to fix some leaks that should of been fixed when they said they fixed the four wheel drive. i took the truck to two separate mechanics and they both said image should of known it wasn't working.
Desired Settlement: i would like image to pay to have the four wheel drive fixed by a mechanic of my choice.
We have contacted the customer and we are waiting for him to bring in his vehicle for us to inspect. We have expressed to him that we would like to help get his vehicle repaired but we need to check it out for ourselves first.
******** *** ******* *********
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
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.