I had the misfortune of purchasing a 2000 Chevrolet Malibu from Imperial Chevrolet two years ago. I opted to also purchase what they described as a GM 3 year/36,000 mile bumper to bumper warranty. This came with a hefty price tag of $1500. My sales person also promised to replace various parts that were missing from the car (i.E. The passenger side visor that was missing).
I never received a copy of my service contract. I asked several people for a copy and they just said "... We have it on record, don't worry about it...". My sales person hasn't returned a call to me concerning the missing visor or the lack of a contract. Imperial Sales apparently does not get involved after they receive their commissions.
I have had three major service calls and some assorted minor problems including a GM recall in the short time that I have owned the car. It's in need of another service call and it honestly has never run the way it did on the test drive. Imperial would tell me that it's not their problem, they didn't make the car.
Two of my service calls were for massive coolant leaks. I was charged for duplicate deductibles even though they clearly did not fix the problem on the first trip. I was also charge a $100 deductible for an item that was part of a recall.
On my last trip to Imperial service, I had a massive coolant leak. They identified a faulty oil sensor. They replaced the switch and did a very POOR job of cleaning the surrounding leaked oil. They put new oil in the car and left the pre-existing oil filter. I was then told that I would be charged for the repair because my full warranty didn't cover the engine. The service person stated that I should take up my unhappiness with the alleged extending warranty company and gave me a phone number. I called the number he gave me and they stated that I DO NOT HAVE A WARRANTY.
At this point, being highly irate and somewhat confused, I sent a certified letter to the president of Imperial Chevrolet, hoping for some assistance. The result of my letter was a phone call from the the agent that did my paperwork. He claimed that I was told that this was not a GM warranty (not true!) and that he gave me paperwork stating coverage at the closing (also a blatant lie!). He would not address any of my problems other than to offer to send me out a copy of my coverage. I am waiting for that in the mail now.
At no point did an agent of Imperial show me that they cared about me as a customer. They functionally took my money for mis-represented goods and services and washed their hands of me. I am escalating this situation to Chevrolet for satisfaction. If they cannot help me, I will be contacting the BBB and the Mass AG. I have come accross horror stories from other victems of Imperial Chevrolet and their lack of customer service, including my own mother.
If you are in the market for a new or used car, stay clear of Imperial Chevrolet. They may be a large, wealthy organization but their recent reputation speaks for itself.
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