Complaint Review: Imperial Auto Services/ Imperial Car Computer Exchange - Carey North Carolina

Company failed to provide me with the correct computer for my vehicle,could not give me my original core back, and getting run-around on my refund..

I ordered a computer for my car on March 18th to rule out an intermittent issue i was having. Total of the order was $218.95, and had to send back my old unit. Put the computer in my vehicle as instructed with the supplied directions and vehicle started and ran for 30 miles and then shut down. I called the business and explained what happened and they instructed me to ship the computer back so they could go over it, sent it back as instructed and received another unit. I again followed the supplied instructions and installed it and this time the vehicle didn't start at all just like when the previous unit shut down. i again called the business and spoke with the "Main Guy" Brian and we went over some trouble shooting ideas on the phone and he quoted to me that the computer i now have is my core just redone and that the fist computer sent was the wrong programming so they redid mine and sent it back to me.

This did not appear to be the same computer and when i spoke with Dereck on the phone before i sent the first computer back i told them to hold onto my core so that if the second unit did not work i wanted the core back so i could make sure the car was fine because the original computer started the car fine and worked, just had an intermittent problem and Dereck said they would and Brian confirmed it was in the notes. So at this point Brian had me try changing out the starter relay and ASD relay which i purchased new, i also installed a new camshaft position sensor and checked the fuel pump and relay and all were fine.

I called Brian back and went over my findings and pretty much gave me no other avenue and said i could send it back again but that it was the original computer and it tested fine before it left. Brian also told me that the original computer tested fine, the first computer sent to me was fine, and this second one that is supposed to be mine redone was fine. I asked Brian if they was a possibility that the first computer sent messed up anything in the vehicle sine it was the wrong programming and he said no it wouldn't mess up anything. So by this time now with shipping computers back and forth, trouble shooting, and phone conversations im almost a month without this vehicle. I called the local Dodge dealership and made an appointment to take the vehicle to be checked over to find ou the issue.

I have documentation from the dealership (Copy was also supplied to Brian) that the computer sent to me the second time was also incorrect and was programmed as an NGC 3 and needed an NGC 4 so the vehicle would run. At this point needing a vehicle the dealership ordered the correct computer, computer came in in a few days and they plugged it up and vehicle started right up and has been running fine since. Im now with dealership costs, new computer costs, and the money i paid to the business we are discussing over $1,000. I called Brian and spoke with him and gave him the information on the computer, offered to fax him the paperwork from the dealership. Brian wanted me to send this computer back to him so they could check into this and also send him a copy of the dealership paperwork. I boxed up everything and sent as requested. This was done on April 29th, i have spoken with Brian since and a refund was supposed to be issued on May 4th aswell as a core computer sent because i had to pay a $75 core charge because i have no original computer to give the dealership because they could not supply my original.

I am very upset at this point. I very calmly spoke with Brian about this the last time we talked, was supposed to hear back from him days ago and have not. I spent all this money on an issue "They" caused and all i have asked for was the original $218.95 back which i think is very fair and a core to give to the dealership to get my $75 dollars back. Now im past being able to get that so im out another $75. When i spoke with Brian last he said i may get "Some of my original purchase back" well im sorry that is just not going to fly......This was my original complaint with the Better Business Bureau, since then there has been no response from the business. I have spoke with Brian several times getting the run around about the refund and today i spoke with him 6/3/15 and he pretty much hung up on me and said that they weren't going to do anything for me. i have asked who i can speak with at the business other then him and i have no options.

I have called the Auto Service number and spoke with the "Owner" Adam Hogan, that told me he was not the owner and that Brian was the owner but was then interested in my complaint. Brian denies he is the owner and said he is the manager of the car computer Dept but he will not help me and said the refund is up to the billing Dept.I asked if i could speak with them and he gave me an email address. I emailed them on 5/14/2015 with no response to date. I get the run around every time i contact either number and its very frustrating. I pay money for a service and they pretty much told me "Oh Well" they have the right to keep my money, my vehicles original computer, and i get nothing in return but a hassle and no avenues to go through but a "Manager" that can read the return policy but offer no help. The phone number for the main business is (919) 468-2958. Funny that Mr. Hogan said that they were not the same business but if u call the Main number they can transfer you to the car computer Dept, and they have the same address