They thanked me for my 21-year military service then disrespected me and my time while recovering from severe spinal injuries.
Complete Operational Failure and 60-Day Runaround
Do not waste your time or your fuel dealing with Impex in Reidsville, NC. They utilize premier national aggregators like CARFAX to bait out-of-town buyers, confirm appointments on vehicles that are already sold, and then rely on exhaustive delay tactics to manage the fallout. In hindsight, I should have walked away during the initial numbers phase when I discovered and called them out on an unnecessary LoJack subscription fee and specific option packages listed on the proposal that were completely nonexistent on the actual vehicle build, used simply to artificially inflate the price; which they immediately removed from the sales proposal without question nor explanation.
On 14 June 2026, I located a 2021 Mercedes-Benz GLE 350 listed online at their Reidsville lot. I spent a full week negotiating terms, ultimately finalizing the deal and scheduling a physical appointment for 20 June, which was explicitly confirmed in writing by the sales manager. Relying on that written confirmation, I drove over 4 hours round-trip, incurring substantial travel costs and severe physical strain while actively recovering from a spinal injury.
Upon arrival, the sales manager casually revealed the vehicle had been sold hours prior to my arrival, immediately followed by a pitch to look at other inventory and let him "know what I like". To mitigate the fallout of a clear bait-and-switch scenario, executive-level management made multiple formal written commitments, from 27 June through late August, to locate an "exact or near mirror-build replacement vehicle, with better mileage and pricing." Over the subsequent 57 days after selling the vehicle they scheduled me to test drive for purchase, the dealership engaged in systemic communication avoidance. They went dark for weeks at a time, claimed email replies to my status requests were "found sitting in their spam folder," and repeatedly attempted to push subpar, non-comparable vehicles with higher mileage and missing interior, exterior, and packaging options.
Following a final executive escalation detailing their chronological timeline of failure, the executive management team officially admitted via email that they were incapable of honoring their word. While the dealership eventually overnighted a $410.81 reimbursement check for my out-of-pocket travel costs, this baseline payment is an insult and does not absolve their poor operational practices or the text-book runaround and empty promises made by its top layer team.
Buyer Beware: Their leadership team makes written promises they have no intention of keeping. Their showroom operations lack basic integrity and accountability, transparent sales practices, and fundamental customer care. I served this country for 21 years; they failed at serving me for over 60 days.
