ComplaintsforImport Motor Werks, LLC

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Mar 23, 2023, I went to import motor works for a steering issue. They immediately charged me $160 for a diagnostic and told me that a "DSC module gives a fault code D354A1". They recommended replacing the Steering Switch Unit completely(around $1700 ), which they said could fix the problem---although not guaranteed. I asked if we could try diagnosing the problems elsewhere to look for other possibilities before replacing the unit. They said that without replacing the unit, no further diagnostics could take place. Left with no other options, I agreed to pay for the replacement. However, after the replacement, the steering problem remained exactly the same as before.We then took the car to a *** dealership, which was immediately able to find that the problem has nothing to do with the switch unit error code and is caused by internal gear of your Power Steering rack---which they told ** could be diagnosed without replacing the aforementioned unit.Import motor werks acted in bad faith. Instead of focusing on trying to find the solution to our problem, they insisted on charging us to replace a part that has nothing to do with the problem and lied about not being able to diagnose the problem without replacing the switch unit.For a solution, we need a full refund. We are happy to return the part that they replaced.

  

  Business response

  05/15/2023

  During this entire transaction, from appointment creation to day of pick up, we spoke, direct messaged, texted and received approvals from the husband,  who goes by *******  *** notified ******* lack of sensitivity in the steering and that it had been previously attempted to be repaired at another shop in ********.  Our Service Advisor contacted the shop in ******** several times to retrieve data and that shop never responded.  *** brought the vehicle in to ** and was provided with a free loaner vehicle.  *** vehicle was checked in promptly and the technician test drove and provided his findings as listed in the repair order with pictures.  *** was notified of the findings via text link (DVX) of the repair order, follow up phone call, and direct message (see attached). 
  
   *** authorized the repair attempt and acknowledged this repair is an attempt (step 1) and may not resolve all of his concerns that he notified us of.  *** was informed that this was the repair procedure to resolve the current codes and possibly the symptoms of the steering concern but we cannot determine that until step 1 is performed and the vehicle is test driven.  *** client was informed we were attempting to save them money by replacing the least expensive component of the possibilities instead recommending to replace both initially.  (One of those components is at least $3000.)
  
  *** technician performed the repair as authorized by *** and test drove, scanned, and found the codes have not returned, but the mechanical binding in the steering was still present. *** customer was informed that further diagnosis was needed and *** became upset and contacted his wife.  *** called back and declined the second diagnostic and stated he wanted to pick up the vehicle and be provided with the removed part (which was done).  
  
  *** called back shortly after with his wife (*******) present and she informed the service advisor they were en route to pick up their vehicle but not pay for the services performed.  *** Service Advisor explained that the vehicle cannot be released without payment.  ******* became irate and started yelling,  demanding they would be picking up the vehicle without paying.  *** service advisor notified the customer this concern will be discussed further in person when they arrive.
  
  Both *** and ******* arrived and demanded to receive their vehicle and that they will not be making payment.  *** Office Manager received the couple and notified them they will not be receiving the vehicle without full payment as described on the "Terms of Service" the client (***) signed (see attached). ***, while in the presence of the Office Manager,  contacted the police and stated we were holding their vehicle and that we would not release the vehicle to them without payment.  *** Office Manager could hear the police officer state there is nothing they can do from a legal standpoint and that Import Motor Werks, as a business has, the right to hold property until payment is made.  *************** up with the police officer and the back and forth banter continued between the Office Manager and *******. *** Office Manager had to request several times for ******* to tone herself down as she was yelling at our staff.  ******* offered to take the vehicle without paying first and have the *** dealership conduct a second opinion and,  if they find we did nothing incorrectly, then they would pay.  *** Office Manager explained again that the vehicle cannot be released without payment in full.  *** Office Manager offered to provide all documentation,  including before and after pictures of the codes, a document of the entire scan of the vehicle showing no present codes and the original *** module that we replaced so they can pay the invoice in full and then take all the documentation to *** for the second opinion. If *** ******, in writing,  that we were wrong in our servicing,  then we would issue a full refund and re-install the original *** module.  ******* accepted.  *** repair order was updated with this information. Payment was accepted via credit card that the client physically signed.  *** repair order was closed and printed.  *** documentation was provided to Xiaohui.  *** vehicle was released.  Both *** and ******* left.  *** vehicle was picked up was on April 5th, 2023.
  
  On April 10th, ******* called and stated she is currently at *** and has information in writing.  *** (the Office Manager) emailed ******* for ease of responding with the document from ***.  (see attached email conversation).  *** document received by *** does not state that we have done anything wrong and they confirmed by their own scans the codes the vehicle had when we initially began our diagnostic process were  not present.  We responded to ******* that there will be no refund issued,  as we have done nothing wrong.
  
  In summary, Import Motor Werks (we)were brought a vehicle with a concern stated by *******  ******* is the primary driver, but we never spoke with her until the day of pick up.  We were given information from *** that did not match **************;information.  *** other shop that performed work never contacted ** back and *** or ******* never provided ** a receipt or repair order from that shop.  We recommended what the technician thought, and still thinks, was the best course of action given so little information. We based our recommendation on previous experience and computer guidance.  We also strive to save our client  the most money.  If the client had gone to *** first, both the *** module and the steering rack would have been recommended at that initial visit.  It seems to ** that there may have been a communication error between the husband and wife, which we do not feel responsible for.  It was clearly stated,and acknowledged by ***, that this was the first step and may not alleviate the entire problem.  However, if it did, it would be less expensive than having to also replace the steering rack.  We do not feel that they are entitled to any refund.   
  
  

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First of all, everyone was incredibly nice, I will preface this by saying, no one was rude or unprofessional, however, the quality of service and lack of accountability is concerning. I dropped my ******* off on or around august 31st to have it chip tuned and have a full tune up done on it. They also recommended a brake job and I accepted. The car was there from the beginning of September until September 19 when I picked it up. I had only driven the car three times before dropping it off and had just purchased the car august 19th. The dealership had very detailed photos and IMW also took photos of the vehicle and noted any damage the car had when dropped off. When I picked it up, it had a brand new dent on the passenger side mirror and had been cracked a $400 part plus labor. My car also had been driven over 200 miles while in their possession. I didn’t complain about the mileage but did bring up the mirror and I was told that they had no idea and was kind of given a shrug and a “sorry but we can’t figure out what could have happened”. I also learned while I was out of town that **** allowed ******* to take home and garage my vehicle at his personal residence. I obviously never gave permission and wasn’t aware of this until after it was already at his home over night. I was told that **** “trusted ******* to do this”. My trust level was never a concern for them I guess. Anyway, the car is damaged and they haven’t ever reached back out with video footage or anything like promised and they pretty much went dark after my first and second calls. Looking at their reviews, it appears I’m not the only one this has happened to. I’d also like to point out that they didn’t use oem

  

  Business response

  11/23/2022

  Good Morning,  I'm *** ****,owner of Import Motor Werks, and I like to start by apologizing for not responding to the first message dated 04 Nov. It was over looked and I appreciate the opportunity to resolve this matter as quickly as possible.  I've left Mr. **** my cell number ,both voice mail and email, and if you have another means of contacting him that would be appreciated.  Thank you for your help.    ***

*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. ↩