Complaints

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.

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hired them to repair my vehicle. Picked it up and less than a week later had the same problem. I took vehicle back and they cited another problem. I authorized repair. They claimed to have purchased parts from the dealer saying they could not use aftermarket parts and thats why they charged extra. A few months later the same issue so I took my vehicle to the dealer. The dealer informed me that imperial used aftermarket parts which is the reason for the malfunction. Imperial assured me they purchased parts from the dealer. Each time they worked on my vehicle they charged $1500 to $3000 and my vehicle is still broken and they did not use the parts they charged me for. They took advantage of me because I am older and have limited knowledge of vehicle repairs.

  Business Response

  Date: 01/03/2024

  I executed a judicial foreclosure on the previous owner on 10/22/2019. I researched all of my records, and I cannot find this customer in my data base. Any repairs previous to this date were taken by the previous owner. Maybe there is another name that the records could be under?

  Customer Answer

  Date: 01/03/2024

  The vehicle is a 2008 Lexus es350. At the time of service the vehicle was written up in my daughter, *************************, name. I took the vehicle in for repair on my daughters behalf as she was working. We, as a family, share the vehicle. I have spoken with *********************, the owner, regarding this matter and am in the process of drafting an email to explain the situation in totality. 
  

  I, we, currently do not accept the business response. 

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 21087624
  
  I am rejecting this response because:

  The vehicle is a 2008 Lexus es350. At the time of service the vehicle was written up in my daughter, *************************, name. I took the vehicle in for repair on my daughters behalf as she was working. We, as a family, share the vehicle. I have spoken with *********************, the owner, regarding this matter and am in the process of drafting an email to explain the situation in totality. 
  

  I, we, currently do not accept the business response. 

  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/03/2024

  The complaint was under ********. Maybe if I had the right name to begin with, I could have reacted. At this time, I have no desire to give money for something I know nothing about. All of our repairs come with a warranty. There is nothing to respond to other than you are asking for money. I would like some facts.

  Business Response

  Date: 01/03/2024

  Okay I looked up ***********. I have the receipt from Lexus for your vapor canister. *********** came with a 2-year 24,000-mile nationwide warranty. I have no idea what is wrong with your vehicle4 months later but a simple call to the ***** number would have found a solution.

  Customer Answer

  Date: 01/03/2024

  Hello **************,
  
  
  My name is *************************, I am contacting you regarding a situation my mother, *****************************, and I had at your establishment.  In September 2023 my 2008 Lexus ES350 had a check engine, traction control, and ABS light illuminated.  I took my vehicle to a shop near my home to have the code read, which indicated a small leak caused by the vapor canister.  Due to my work schedule, I asked my mother, ***, to drop the vehicle off at Imperial to have the work done.  She informed the intake person that the check engine light was on and the vehicle needed some kind of canister, and a gas cap, as per the previous establishments recommendation based on the codes.  The intake person, I believe her name is *****, told my mother that she would write it up to be diagnosed and would call her with the total cost.  Later my mother received a call informing her that the total cost was about $3000 for the work.  She approved the work and when she returned to pick up the vehicle she was told that there was a possibility that the check engine light was going to come back on and if it did to bring it back because there would be a new issue since the evaporative system was a larger system with many components. 
  
  When I arrived home my mother showed me the paperwork and I asked why the work that I requested had not been done.  My mother, who knows nothing about vehicles or vehicle repairs, said she thought they did what I asked them to do.  I explained to her that I sent the vehicle in for a vapor canister and that was not listed on the repair order.  She further informed me that ***** told her that there was a good possibility of the light coming back on and to return the vehicle when and if it did.  I was furious, but had no recourse, so I considered it over.  Within a week or so the check engine light came back on.  My mother returned the vehicle only to be told that the vapor canister and fuel cap needed to be replaced.  Once again I was furious, as was she.  She spoke with ******* who assured her everything would be ok and the issue would be taken care of.  *** was told that the canister had to be ordered from Lexus, as an aftermarket part would not be compatible.  Once again she approved the repair and waited for the job to be completed.  
  
  In late December, the check engine light, traction light, and ABS lights illuminated once again.  The codes were read as the same, indicating the vapor canister and fuel cap were the cause.  On January 2, **** the vehicle was taken to and inspected by **************, who informed us that the vapor canister was the cause.  The tech, *******, further informed us that the failure was due to an aftermarket part being installed, which was incompatible with the proper functioning of the vehicle.  I asked them to take pictures of and obtained an estimate of the repair costs.  Surprisingly, their charges were very similar to the charges paid to Imperial.  Upon further inspection it was determined that Imperial had not ordered the part from Lexus, as was originally stated, but I was charged for the original dealer part.  
  
  Once again the vehicle is inoperable and I have paid Imperial, not once, but twice.  And now I will have to pay again to have the work done correctly.  I am extremely dissatisfied with the level of honesty and service I have received from Imperial.  I have lost all faith in your establishment and do not feel that I can trust anything I am told by your employees, as I was told your tech was installing genuine Lexus parts, when in fact, that did not happen.  I would like to take my vehicle to more trustworthy place of business at your expense to have the correct vapor canister installed, as I do not feel it is reasonable or fair for me to pay again for parts and work that your establishment failed to complete honestly.    
  Cordially,
  *****************************
  *************************

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21087624
  
  I am rejecting this response because:
  Dealer examined vehicle and reported an aftermarket part was used in the previous repair at imperial NOT a genuine Lexus part as imperial initially stated
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/04/2024

  So, the dealer is stating the parts I purchased from *************************** are not genuine Lexus parts? I have the paid receipts. I am heading there in an hour to find out.

  Business Response

  Date: 01/04/2024

  The ***** CANISTER WAS PURCHASED FROM ***************************. NONE OF THIS MAKES SENSE. THE ***** CANISTER WILL NOT STOP THE VEHICLE FROM RUNNING. YOU HAVE A ******************* THAT WAS INCLUDED WITH YOUR RECIEPT. I WILL NOT BE PAYING ************ TO REPAIR YOUR VEHICLE. I DO NOT EVEN KNOW WHAT IS WRONG WITH YOUR VEHICLE. HOWEVER, IF YOU KEEP FUELING AFTER CLICK OFF YOU CAN DAMAGE THE ***** CANISTER. 

  Business Response

  Date: 01/04/2024

  WHY IS YOUR VEHICLE IN THE ***** WHAT IS WRONG? I STILL DO NOT HAVE A LEGIBLE EXPLANATION.

  Business Response

  Date: 01/04/2024

  YOUR CHARACTER ASSINATION DOES NOT HOLD WATER. YOU OWE ME AN APOLOGY. YOU DID NOT SPEND $3000.00. IN FACT, IT WAS LESS THAN $2000.00. YOU WERE LIED TO BY THE DEALERSHIP. I PERSONALLY DELIVERED THE ***** AND RECIEPTS TO THEM. YOU SHOULD BE ASHAMED OF YOURSELF.

  Business Response

  Date: 01/04/2024

  PLEASE NO MORE LIES.

  Business Response

  Date: 01/05/2024

  ACTUALLY, I FEEL SORRY FOR YOU. I AM AN ORDAINED MINISTER. I AM PUTTING THIS IN GOD'S HANDS.

  Business Response

  Date: 01/12/2024

  That is a lie.

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21087624
  
  I am rejecting this response because:

  Imperial seems more interested in finding fault and fighting rather than working with me to resolve the issue at hand. Very unprofessional, which is a reflection of their work ethic. 
  

  However, I am happy to report that the dealer was made aware of the situation and reached out to me again. The dealership has offered to replace the vapor canister, an offer that Ive decided to accept. The vehicle is functioning well and no lights are illuminated. 
  

  As for Imperial, this was not my first or second bad experience with them, so I wont be returning. 
  
  Sincerely,
  
  *****************************