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Business Profile

Auto Repair

Import Palace

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Repair.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:08/18/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Included in attachment.

    Business Response

    Date: 09/08/2023

    We were not informed that this vehicle was having a problem until August 16th and that parts had already been replaced. As stated on the invoice this customer attached and referred to Any warranties on the products sold hereby are those made by the product manufacture.  6 month 5k mile warranty on materials and workmanship supplied by Import Palace only.  Meaning that products/parts warranties are at the discretion of the manufacture/vendor where the product/part was purchased from by Import Palace.  Also materials supplied by Import Palace only are parts and/or hardware we have in stock and were not purchased from a manufacture/vendor. The other shop this vehicle was taken to was informed that it had been at our shop and they did not contact us regarding any warranties on these parts.  One of the two parts the Idle Control Module was their original part that was sent out to a company that rebuilt their unit, while there it was tested and verified to be bad, rebuilt then retested and verified good before sending the part back to us for instillation; the warranty for this rebuild is 5 years to the original purchaser and VOID if tampered with.  The second part (the Engine Control Computer) has a 1 year warranty that expires on 9/22/23 and this part has to be sent to the vendor for them to determine if they will offer a refund. We informed this customer that these parts will have to be sent back to where they were purchased/rebuilt from for any type of refund.  This customer has refused to provide the products/parts for this process thus VOIDING any warranties.  We have also informed this customer that they have a problem with their wiring harnesses and will continue to have problems until both of the wiring harnesses are replaced.

    Customer Answer

    Date: 09/13/2023

     
    Complaint: 20491121

    I am rejecting this response because:

    First, thank you to Import Palace for responding.

    In response --- We have a right to get a second opinion. We did not take the van back to Import Palace to continue working on this issue as they were not able to adequately repair it, even after keeping it for 6 months and being paid over $2100. Import Palace informed us that the continued issues were due to wiring harnesses needing to be replaced, but this was proven to be incorrect by another mechanic. The issue was solved by replacing 2 parts installed by Import Palace. Had we taken it back to Import Palace instead of to another mechanic for a second opinion, they would have moved forward with replacing wiring harnesses, which would not have repaired the issue and would have costed us further time and money.

    Because of how I was treated by Import Palace (being yelled at on the phone, called crooked and being threatened with a lawsuit for posting a review about this experience) I dont feel comfortable returning the parts to them without first receiving a refund. I dont trust that they will be honest with me about returning the parts to manufacturers, or about how the manufacturers respond. They also marked up the parts and should refund us 100% of what we paid for them, as well as at least partially for the cost of installation. I think its fair to ask Import Palace to refund us for the parts before we return them, and then when we do, they can work out a refund with the manufacturers to reimburse themselves. Either that, or they can provide me with contact information for the manufacturers so that I can return the parts directly, though that will not result in a refund for the mark-up of the parts or the cost of installation.

    Sincerely,

    *************************

Import Palace is NOT a BBB Accredited Business.

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