Smail Lincoln Mercury Mazda Reviews (24)
Smail Lincoln Mercury Mazda Rating
Description: AUTO DEALERS - NEW CARS, AUTO DEALERS - USED CARS, AUTO REPAIR & SERVICE
Address: 5110 Route 30, Greensburg, Pennsylvania, United States, 15601
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January 19, 2015Revdex.com - [redacted] ***Attn: [redacted] This letter is in response to a complaint filed by [redacted] concerning Smail Collision CenterBelow are the details documented by our Collision Center manager, [redacted] ***[redacted] brought her *** [redacted] *** to the Collision Center to have some sort of an ash or soot debris cleaned off of her vehicle due to being in a close proximity to a fireThis is not a typical repair, but more of a trial an error to see what needs to be done to remove this substanceThe original estimator at our collision center wrote the estimate to keep the vehicle for a few days because we were not sure how easy or hard it would be to clean off this residue[redacted] then got an estimate from her insurance company which only gave about a half of a day to work on her vehicle [redacted] scheduled her vehicle and said she needed it back by the end of the dayWe did the best we could and got it back to her in the time that she had allowed us to have her vehicleAfter looking at her vehicle she said there was still some debris in hard to get to areas of her vehicle, so we contacted the insurance company to get extra time to go over it againAfter this we had mentioned to her that there is rust on her tailgate, which might be covered under warrantyShe said she would like to have that fixed and we gave her an appointment to have that fixedShe brought her vehicle back in to have the gate fixed (which was separate from the original claim) and she also wanted a few things done to her vehicle at our [redacted] service department.Our shop fixed the rear gate and we sent it down to our [redacted] store to have the additional items fixed that she had requested.I asked the [redacted] store if they would be so kind as to wash the vehicle after they had their items done so as not to inconvenience the customer and they agreed [redacted] called the next day to complain that there was some compound that was not washed off of her rear bumper and she wanted the technician’s name that had worked on her vehicleI explained that we have a team of people that work on vehicles and she was insistent on me giving her a nameI told her that I would not mind detailing her vehicle from front to back at no chargeShe was upset and asked again for the person’s name that worked on her vehicle.I told her that I am the person responsible, but she did not like that answer and hung up the phoneShe came in a week later and my production manager wiped off the compound in less than a minute.Customer service is the number one most important part of my jobI am very sorry that she was so upset, but I feel I did everything I could to try and make her happy( [redacted] .) [redacted] , if more information is needed please do not hesitate to contact either [redacted] *** or myself at [redacted] As [redacted] said, customer service is a priority with us and we work very hard to accommodate customer needs and even exceed their expectationsThank you for your consideration in this matter.Sincerely, [redacted] ***General Manager SMAIL AUTO GROUP
RE: [redacted] ID# [redacted] Attn: [redacted] This is in response to the letter we received regarding the above complaintI have researched the situation with our Sales Manager, [redacted] ***, and below are the details.Mrs [redacted] came in to see two Chevrolet Equinox vehicles that she had found onlineWe quoted her prices on both, and she purchased the FWD GM Certified oneShe had asked in detail about the GM CPO 3-day exchange policy while in the finance office.On Monday, she called to ask if the vehicle she purchased was FWD or AWDAfter being informed that it was FWD, she said she didn’t want that unit; she wanted to exercise her 3-day GM CPO exchange privilegeShe came in on Tuesday and didn’t like any of the other GM CPO vehiclesWe eventually selected a more expensive pre-owned Hyundai Tucson, which she purchased.We cannot certify a pre-owned Hyundai as we are not a Hyundai new car franchise dealerAfter signing the paperwork on the Hyundai, she then stated she wanted a new Kia Sportage instead, which obviously is a much more expensive unitAt this point, she became aggravated and stated she was writing the Revdex.com, etcThe Hyundai she purchased has thirteen months of remaining factory bumper-to-bumper warranty coverage remaining.If you need additional information, please feel free to contact me or Bob Baker at ###-###-####.Sincerely, [redacted] ***General Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Obviously there is a disconnect as I spoke to your finance personal. Again the authorization was for a loan...not to have the hit my credit report 5 times. This was never something that was spelled out that it would be multiple hard inquiries. I have excellent credit so therefore it wasn't necessary for them to run 5 inquiries. One of which is directly from Smail
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Revdex.com, OK, I guess they will offer nothing concerning this car. The fact remains I wanted an AWD car which I statedwhen I spoke to their salesman. [redacted] stated all Chevy Equinox are the same leading me to believe they are allAWD just so he could make the sale. He also did not verify I had car insurance at the time of the purchase, He stated he could not sell me a car without insurance. He let me leave that dealership knowing I did not have an AWD vehicle and knew that I would come back to return it. It didn't matter what I had to go through as long as he had the sale.It didn't matter if I had insurance or not. The insurance card I had was not valid. Every time I think about it I am furious had there been an accident. He behaved with total disregard for the customer.I want this complaint to stand so other people can see it.
Regards,[redacted]
RE: [redacted] ID# [redacted]Attn: [redacted]This is in response to the letter we received regarding the above complaint. I have researched the situation with our Sales Manager, [redacted], and below are the details.Mrs. [redacted] came in to see two Chevrolet Equinox...
vehicles that she had found online. We quoted her prices on both, and she purchased the FWD GM Certified one. She had asked in detail about the GM CPO 3-day exchange policy while in the finance office.On Monday, she called to ask if the vehicle she purchased was FWD or AWD. After being informed that it was FWD, she said she didn’t want that unit; she wanted to exercise her 3-day GM CPO exchange privilege. She came in on Tuesday and didn’t like any of the other GM CPO vehicles. We eventually selected a more expensive pre-owned Hyundai Tucson, which she purchased.We cannot certify a pre-owned Hyundai as we are not a Hyundai new car franchise dealer. After signing the paperwork on the Hyundai, she then stated she wanted a new Kia Sportage instead, which obviously is a much more expensive unit. At this point, she became aggravated and stated she was writing the Revdex.com, etc. The Hyundai she purchased has thirteen months of remaining factory bumper-to-bumper warranty coverage remaining.If you need additional information, please feel free to contact me or Bob Baker at ###-###-####.Sincerely,[redacted]General Manager
In regards to our phone conversation Smail Kia still owes me money from the deal, they were to pay me in 2 weeks from 9/11. On 10/21 [redacted], another sales manager said they they cut the check and I would receive it in a few days but a week later I still did not receive it.Also as I said on the phone I took my vehicle back on 10/21 and left it for them to detail on 10/22. They gave me a loaner vehicle. On 10/22 they called and said that my vehicle was ready. When I went to pick the vehicle up I opened the hood and they never cleaned the transmission fluid from my any of the engine parts. Carl, the other sales manager told a lot attendant to clean it. We went to the lot attendant's detail bay and he cleaned it the best he could but he could not get around some of the parts so I'm sure there is still transmission fluid on the engine parts.. The greasy fingerprints were removed from my seat and interior cloth items but there is still today greasy fingerprints on the metal piece inside my car by the seat belt where the other greasy marks were.
Attn: [redacted]Ref ID [redacted]This letter is in reply to the follow-up complaint from the above customer. We did not want to let this matter remain open.We have reviewed all of the documents and facts concerning this situation. Our position on this has not changed. We have refunded all of the unused portions of the payments to the customer.If you need further information, I may be reached at ###-###-####.Thank,Mark * S[redacted] General Manager SMAIL AUTO GROUP
This letter is in response to a follow up complaint from [redacted].Ref: ID [redacted]It should be noted that Mr. [redacted] called us in regards to the repair issue, and spoke to our service manager, Mr. Brian K[redacted]. At that time he was advised that the steering component did not need repaired; the issue was the ball joint. It was thoroughly explained that when a ball joint is replaced an alignment MUST be done. At that time, Mr. [redacted] agreed to the repairs.As previously stated, Mr. [redacted] did not purchase the vehicle from our dealership. We were, however, committed to completing the necessary repairs to keep the vehicle in good mechanical condition for the customer.Thank you for your attention to this matter.Sincerely,Mark * S[redacted] General ManagerBUD SMAIL FORD LINCOLN MAZDA mcb
January 19, 2015Revdex.com - [redacted]Attn: [redacted]This letter is in response to a complaint filed by [redacted] concerning Smail Collision Center. Below are the details documented by our Collision Center manager,...
[redacted].[redacted] brought her [redacted] to the Collision Center to have some sort of an ash or soot debris cleaned off of her vehicle due to being in a close proximity to a fire. This is not a typical repair, but more of a trial an error to see what needs to be done to remove this substance. The original estimator at our collision center wrote the estimate to keep the vehicle for a few days because we were not sure how easy or hard it would be to clean off this residue.[redacted] then got an estimate from her insurance company which only gave about a half of a day to work on her vehicle. [redacted] scheduled her vehicle and said she needed it back by the end of the day. We did the best we could and got it back to her in the time that she had allowed us to have her vehicle. After looking at her vehicle she said there was still some debris in hard to get to areas of her vehicle, so we contacted the insurance company to get extra time to go over it again. After this we had mentioned to her that there is rust on her tailgate, which might be covered under warranty. She said she would like to have that fixed and we gave her an appointment to have that fixed. She brought her vehicle back in to have the gate fixed (which was separate from the original claim) and she also wanted a few things done to her vehicle at our [redacted] service department.Our shop fixed the rear gate and we sent it down to our [redacted] store to have the additional items fixed that she had requested.I asked the [redacted] store if they would be so kind as to wash the vehicle after they had their items done so as not to inconvenience the customer and they agreed. [redacted] called the next day to complain that there was some compound that was not washed off of her rear bumper and she wanted the technician’s name that had worked on her vehicle. I explained that we have a team of 20 people that work on vehicles and she was insistent on me giving her a name. I told her that I would not mind detailing her vehicle from front to back at no charge. She was upset and asked again for the person’s name that worked on her vehicle.I told her that I am the person responsible, but she did not like that answer and hung up the phone. She came in a week later and my production manager wiped off the compound in less than a minute.Customer service is the number one most important part of my job. I am very sorry that she was so upset, but I feel I did everything I could to try and make her happy. ([redacted].)[redacted], if more information is needed please do not hesitate to contact either [redacted] or myself at [redacted]. As [redacted] said, customer service is a priority with us and we work very hard to accommodate customer needs and even exceed their expectations. Thank you for your consideration in this matter.Sincerely,[redacted]General Manager SMAIL AUTO GROUP
We are in receipt of the complaintrepair of her 2016 Kia Sportage.filed by [redacted] in regards to the transmissionSmail Kia was made aware of the issue with the faulty transmission on Ms. [redacted]’svehicle. We were corresponding directly with Kia Motors to be given confirmation torepair the...
vehicle under warranty. We did receive this confirmation and ultimatelyreceived the replacement transmission. This was a completely new factory-built Kiatransmission and not a remanufactured transmission. This work was done in a timelymanner considering the labor necessary for this job to be completed.Kia Motors chose not to stay in communication with the customer, but Smail Kia keptcontinual correspondence with both Kia Motors and the customer, and ultimately did theright thing in having this service performed for Ms. [redacted]. The customer was given aloaner vehicle until her Kia was fixed.In the end, our customer decided she did not want the vehicle back, but wanted a newvehicle. Kia Motors has a very extensive warranty coverage for their vehicles, and thisrepair fell easily within the guidelines of that warranty. Replacing the vehicle was not anoption.We feel we did everything possible in the best possible time frame to perform the repairsnecessary on the 2016 Spoilage in keeping with Kia Motors warranty policies. Please feelfree to contact me should you wish to discuss this matter further.
ATTN: [redacted] Ref ID [redacted]We are in receipt of the complaint letter dated August 5, 2017. We had not received any previous correspondence regarding this complaint up to this point.[redacted] was a co-purchaser for the BMW in question. At the time of negotiations, Ms. [redacted]...
did sign a credit application, giving us permission to solicit funds for the purchase ol this vehicle. As is our policy, our business/finance managers work to the customers advantage to get them the best rates and terms available. This was done in Ms. [redacted]’s case as well.Once an inquiry is made, it cannot be removed from the credit report. This is not something we have any control over. We will continue to provide service to our customers to offer the best vehicles, financing, and services that we can. We cannot offer the best rates without inquiries.Thank you for your attention to this matter.SincerelyMark * S[redacted] General Manager[redacted]
December 21, 2015 Revdex.com 400 Holiday Drive Suite 220 Pittsburgh PA 15220 Attn: [redacted] RE: ID [redacted] - [redacted] Dear Ms. [redacted], This letter is in response to the complaint listed above. Mr. [redacted] contacted our dealership through Autotrader, a website that lists...
and monitors our used vehicles. The vehicle in question was listed on the website, but the initial call was misrouted to a salesman unfamiliar with the warranty at that location. There are two different types of warranty offered on used vehicles, and it’s easy to understand how the confusion occurred between the 3 months/3,000 miles and the 6 months/6,000 miles. We have agreed to extend the warranty for the Ford Edge to include 6 months/6,000 miles. A detailed description of what is covered under this warranty has been given to Mr. [redacted]. We will also honor his request to include an apology for the confusion in a letter that will be sent to him, along with another copy of the Platinum Plus Warranty. Should you need additional information, please feel free to contact me at [redacted] Mark A S[redacted] General Manager SMAIL AUTO GROUP
Ref ID# [redacted]This letter is in response to the complaint received from [redacted].Mr and Mrs [redacted] purchased a 2011 Kia Sorento. At that time they also purchased an exterior protection package which includes one original application, nine re-applications, and a non-refundable limited...
warranty for a purchase price of $699.00.Each customer receives a post card in the mail prior to the due date of the re-applications that explains what is involved and that it can take from three to five hours for the cleaning and reapplication process. Mrs. [redacted] scheduled an appointment for a service campaign, Auto Butler re-application, and a complimentary multipoint inspection.As Mrs. [redacted] lives over an hour from our dealership, she had to leave before the services were completed on her vehicle. She then called and requested a refund on her Auto Butler package. We refunded Mrs. [redacted] $496.00, calculated as follows:Original purchase price: $[redacted]Original application -[redacted]Non-refundable warranty -[redacted]First re-application -[redacted]Refund due: $[redacted]Mrs. [redacted] called again and explained she did not received her first re-application so we refunded her that amount, as well. She has received and cashed both the check for $496.00 and the check for $61.90.Should you need additional information please feel free to contat me at ###-###-####.Sincerely,Mark S[redacted]eneral Manager Smail Auto Group
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
First of all, they never called me at all. Second of all, they never told me about Diagnostic fee, I was not aware of it. They did not alert or notify me. Third of all, I never approved for the alignament on March 4th, they charged me anyway without my approval.it's their error, overlook for the problem on Feb 7th 2015, and they just assumed it's bearing and dont want to admit that they made a mistake, or rip me off. Either. I would like to have money back. the reason is, it's their error on Feb 7th, 2015 and also I never approved for the alignment on March 4th 2016. I told the young guy that I dont want the alignment since I already have the aliggnment warranty at [redacted] anyway.Thank you,[redacted]
Regards,
[redacted]
Review: Wish I was still a Toyota of Greensburg Customer Blown Transmission on 2016 KIA from Smail GreensburgI would like for the residents of Grensburg and Western PA to know the what a customer has to look forward for purchasing a Brand new 2016 vehicle from Smail Kia of Greensburg.Timeline:September 4th, 2015.- Purchased a 2016 Kia Sportage. (Traded in 2015 Toyota Rav 4). Took vehicle home and noticed that there were dents in the door and that the alignment was off, the Kia emblem on steering wheel was at 9:00 on steering wheel instead of 12:00 center. Called salesman and he said that they would take care of it.September 5th, 2015- Took new car to Smail to show them problems, there was also a scratch on hatch.September 30th, 2015- Took new car to Smail Kia of Greensburg for them to fix alignment and dents. Picked vehicle up and the dents were gone and alignment fixed, scratch on hatch still there, no big deal.October 3rd, 2015- Going to a Memorial Service with car full of food and transmission went out on 2016 Kia. Called salesman and he said I needed to call Kia. Called Kia who sent Smail dealership out to give me a ride to Enterprise Rental cars and they sent a tow truck to tow vehicle to Smail Kia. October 5th, 2015- Called [redacted] and spoke to [redacted]. [redacted] said that he could not say or do anything that I would need to contact Smail Kia. Drove to Smail Kia and salesman rode us over to service dept. Ed from service said that this is a [redacted]. problem and that they are notified and would get in touch with me. Drove to car to get items from vehicle and the hood was up, transmission fluid was all over engine parts and battery.October 6th, 2016- Jimmy, my salesman text-ed me that he did not hear anything and text-ed me Ed, Service Mgr.'s number and said to call him. I called Ed and he said that [redacted] will be getting in touch with me. I told Ed that my car has been in their shop for 3 days and I would like to know what's wrong that nobody knew anything and he said the salesman did that he was e-mailed. I told him salesman did not know because he text-ed me Ed's number. As son as Ed hung up phone salesman called and said Kia was notified and would call me. Called Kia and spoke to [redacted] who said Kia was aware of problem and regional manager would call me in 2-3 days that they had the order since 5:00am. [redacted] reviewed contact info and they had a phone number that does not apply to me. She was to remove this incorrect number.October 8th, 2015- No one from [redacted] called so I called at the end of the 3rd day and spoke to Jim who said they had my claim and that [redacted] would contact me in 2-3 days. I said that it was the end of 3rd day and Jim said sorry but [redacted] would call me. Still had incorrect number in system.October 9th, 2015- Called [redacted] and spoke to Jennifer. Jennifer said [redacted] would call in 2-3 days, I said this is the 4th day and Jennifer said that there is a 24 hour lapse before the 2-3 days start. Jennifer gave me [redacted]'s extension. Still had wrong number is system. I called [redacted] but had to leave message.October 13th, 2015- Called [redacted] and spoke to Terri who said [redacted] would call me.October 14th, 2015- [redacted] from Smail Kia service called and said they got the transmission part in and car would be done at end of day. I called my salesman and said that I would not be back from my job until after 5:00 when dealership was closed. Jimmy said no problem.October 15th, 2015- [redacted] from Smail Kia service called and demanded I bring rental vehicle back that day or they are no longer paying for rental vehicle. I explained I work over the road and could not make it back. She said [redacted], the sales manager demanded I bring it back. I called back and asked for [redacted], the sales manager and [redacted] did not know anything about the entire situation. [redacted] took my number and called back after talking to service. He said Saturday would be OK to pick vehicle up. [redacted] from [redacted] called and said all they have to do is replace transmission and thats all they are going to do. I asked to speak to her manager, [redacted] and [redacted] said [redacted] was out to lunch ( at 1:00 pm) and put me to her voice mail where I left a message. [redacted] didn't call me back so I called [redacted] again at 3:40 and spoke to a different [redacted] from customer service. [redacted] said that I could not speak to [redacted] because she was still out to lunch. She did give me [redacted]'s extension, I called [redacted] and left a message.October 16th, 2015- I called [redacted] at [redacted] and left a voice message. [redacted] did not call back so I called [redacted] again and spoke to [redacted]. [redacted] said that [redacted] would call me by the end of the day. [redacted] said that if [redacted] did not return my call to call him back that day. [redacted] did not call back so I called [redacted] again at 5:50 but had to leave him a message letting him know [redacted] never called.About 30 minutes later [redacted] called and said all they can do is repair my transmission, they will not do anything else for me.October 17th, 2015- I went to Smail Kia to pick up my vehicle and spoke to [redacted] in service department. I told [redacted] that [redacted] assured that when I picked up my vehicle Smail service would explain all work performed on my vehicle and give me paperwork of all communications between [redacted] and Smail and that I would get listing of all things done to my vehicle. [redacted] said that she was not giving me that information. I was going t call [redacted] again and [redacted] said that she would give me paperwork. [redacted] did not give any e-mail communications that I was promised so I said that I was not signing paperwork for the service work. [redacted] said that if I didn't sign paperwork that [redacted] was not paying service bill and that I would be responsible. I told [redacted] to show me in my sales contract where I HAVE to sign off on the service work. [redacted] said that she was not telling me where my car was at, she said go walk through the lot until you find it. I walked through the lot and found my vehicle anDesired Settlement: My money back
Business
Response:
We are in receipt of the complaintrepair of her 2016 Kia Sportage.filed by [redacted] in regards to the transmissionSmail Kia was made aware of the issue with the faulty transmission on Ms. [redacted]’svehicle. We were corresponding directly with Kia Motors to be given confirmation torepair the vehicle under warranty. We did receive this confirmation and ultimatelyreceived the replacement transmission. This was a completely new factory-built Kiatransmission and not a remanufactured transmission. This work was done in a timelymanner considering the labor necessary for this job to be completed.Kia Motors chose not to stay in communication with the customer, but Smail Kia keptcontinual correspondence with both Kia Motors and the customer, and ultimately did theright thing in having this service performed for Ms. [redacted]. The customer was given aloaner vehicle until her Kia was fixed.In the end, our customer decided she did not want the vehicle back, but wanted a newvehicle. Kia Motors has a very extensive warranty coverage for their vehicles, and thisrepair fell easily within the guidelines of that warranty. Replacing the vehicle was not anoption.We feel we did everything possible in the best possible time frame to perform the repairsnecessary on the 2016 Spoilage in keeping with Kia Motors warranty policies. Please feelfree to contact me should you wish to discuss this matter further.
Consumer
Response:
In regards to our phone conversation Smail Kia still owes me money from the deal, they were to pay me in 2 weeks from 9/11. On 10/21 [redacted], another sales manager said they they cut the check and I would receive it in a few days but a week later I still did not receive it.
Review: On Sept 29, 2013 I dropped off my 2006 Hyundai Santa FE at the GM service center for repair. The vehicle was displaying various engine symptoms. I purchased the vehicle at this location 2 years prior and bought the powertrain warranty that was pushed by this dealership. The service center examined the vehicle and determined there was an issue with the engine. I was told on several occasions that this repair would be covered under warranty and that I have a $100 deductible. The engine was torn down and inspected. I was once again told on multiple occasions that the vehicle had a blown head gasket and that it will be covered. I was told specifically by [redacted], a service advisor, that he has seen this a thousand times and I have nothing to worry about, that this will be covered by the warranty that this dealership sold me. A couple weeks went by and then I got a phone call stating that the issue now will not be covered by warranty. My options would be to have them put the vehicle back together and be charged $2000 for a vehicle that was not fixed and had a blown head gasket or let them make the repairs which totaled $3936.51. Obviously, I did not want to pay $2000.00 for a vehicle not repaired then have to pay another garage to repair it, so I had them repair the vehicle. Finally, I got my vehicle back on November 12, 2013 and had to pay the $3936.51. Upon receiving the vehicle, I also found it to have an exhaust leak that was not there when I took the vehicle in. However, I refuse to take my vehicle back to this dealership. The service advisors repeatedly told me the repairs would be covered under warranty. I was lied to and deceived.Desired Settlement: Due to the repeated claims that this repair would be covered under warranty for the $100.00 deductible, I am requesting a refund of the labor charges for this repair. The labor charges totaled $2555.00. Furthermore, the vehicle now has a new issue (exhaust leak) that it did not have prior to being torn down at the dealership. I will now have to take the vehicle in for repair to another garage to have this fixed. I am requesting an additional $200.00 be refunded so that this issue can be repaired
Business
Response:
We would like to address the issues presented in the claim submitted by [redacted].
Review: I had gone there to purchase a car I found online. The auto was a black Chevy Equinox 2010 with AWD. I told [redacted] the salesman, I only wanted AWD or 4WD because of snow. I didn't like the black color. He said he had a white Equinox 2011. I said OK the white is better. I asked if they were all the same, he said yes. I picked the white one. [redacted] never checked to see if my insurance was current. I told him I didn't think my [redacted] insurance was valid. I was in the middle of transferring my insurance from [redacted] to [redacted]. He said I can't sell you a car if it isn't. This was on a Saturday. He never verified my insurance but took my [redacted] Insurance card from my hand and said it was fine. I said I don't think so. He said yes look at the date. He sold me the car which I drove home with my friend and pet from [redacted] to [redacted] quit a distance. Because I was in doubt about my insurance I called [redacted] Monday morning only to find out I had no insurance. Because of a misunderstanding they had cancelled it before the current expiration date of Feb 20 2015. They cancelled it Jan 6, I bought the car Jan 10. I received the cancellation after I bought the car. I called the dealership about my VIN number. It was not AWD. They said bring the car back and pick another one. If I didn't choose another car only from this location I would be stuck with what I bought. I was trapped, they would not refund my money nor was I allowed to pick an SUV from their other locations and totally dismissed my complaint. What they did try to do since I was trapped was suggest I buy a new car which I didn't want. My complaint is the underhanded way I was trapped into buying a car from them . [redacted] did not verify my insurance was current and his statement about all Chevy Equinoxes being the same was an OUTRIGHT LIE just to get the sale since he was going on vacation the next day.Desired Settlement: The vehicle I initially bought was certified the 2nd vehicle is not. I want them to warranty the 2nd vehicle for a year. They said they would not I would have to pay for it...period.
Business
Response:
RE: [redacted] ID# [redacted]Attn: [redacted]This is in response to the letter we received regarding the above complaint. I have researched the situation with our Sales Manager, [redacted], and below are the details.Mrs. [redacted] came in to see two Chevrolet Equinox vehicles that she had found online. We quoted her prices on both, and she purchased the FWD GM Certified one. She had asked in detail about the GM CPO 3-day exchange policy while in the finance office.On Monday, she called to ask if the vehicle she purchased was FWD or AWD. After being informed that it was FWD, she said she didn’t want that unit; she wanted to exercise her 3-day GM CPO exchange privilege. She came in on Tuesday and didn’t like any of the other GM CPO vehicles. We eventually selected a more expensive pre-owned Hyundai Tucson, which she purchased.We cannot certify a pre-owned Hyundai as we are not a Hyundai new car franchise dealer. After signing the paperwork on the Hyundai, she then stated she wanted a new Kia Sportage instead, which obviously is a much more expensive unit. At this point, she became aggravated and stated she was writing the Revdex.com, etc. The Hyundai she purchased has thirteen months of remaining factory bumper-to-bumper warranty coverage remaining.If you need additional information, please feel free to contact me or Bob Baker at ###-###-####.Sincerely,[redacted]General Manager
Consumer
Response:
Review: on dec.1, 2015 I bought a 2007 ford edge from smail auto group (smail pre-owned 11). the car was advertised as having a "platinum plus warranty". I asked the salesman, john m[redacted], what does the waranty cover? john told me and my wife that it was a 6 month - 6 000 mile warranty that covers "almost everything bumper to bumper". We bought the car and after driving it for a few days I noticed it had some issues. on or about thurs. dec. 3, I called the sales manager at smail mercedes benz, joe s[redacted],(where we did the paperwork) and told him of my issues. he told me to make a list and bring the car in on tues. dec. 8 and they would take care of the issues. because of these issues, I called joe again on mon. dec.7 and asked if I could bring the car back and trade it for another vehicle. he said they would not take it back unless it was a trade in and by doing so I would be losing money. during this conversation I asked about the "platinum plus warranty". joe told me that the warranty was a 3 month - 3000 mile power train warranty only and that he was fixing the car as a good will jester. I told joe again that john m[redacted] stated that the "platinum plus warranty' was a 6 month 6000 mile bumper to bumper warranty that covered most everything and joe insisted that it was only a power train warranty. I took the car in on dec. 8 and handed joe s[redacted] a paper that listed the issues with the car , HIS AND JOHN M[redacted] conflicting explanations about the warranty and asked for a copy of the "platinum plus warranty" (because I was never given one or explained exactly what it covered when I bought the car) so I could see for myself what all it covered. joe did go to the smail pre-owned center 11 to get a copy of the warranty and gave us the copy. when he gave us the warranty brochure he indicated that the pre-owned cars at the mercedes dealership have a three month 3000 mile warranty and that the manager at smail pre-owned 11 wanted to be different and offers a 6month 6000 mile warranty. on thursday dec. 10 I called salesman john m[redacted] and asked if he would do me a favor and send me something in writing indicating that I have a 6 month 6000 mile "platinum plus warranty listing what it covered because I don't have anything in writing saying this. john m[redacted] told me that he never told me that I had a 6 month 6000 mile bumper to bumper warranty and that my warranty was only a 3 month 3000 mile power train warranty and that info was on the window sticker of the car and that I had a copy of it. the brochure (smail pre-owned center 11 platinum plus program) that sales manager, joe s[redacted], gave me not only list the "124 quality assurance tests that the car "was supposed to go through, but on the back of the brochure it also indicates what the "platinum plus program limited warranty covers" the engine, transmission , drive axle, brakes, electrical and steering. HOW CAN YOU PROMOTE AND ADVERTISE A CAR AS HAVING THIS WARRANTY AND THEN TELL THE BUYER THAT IT ONLY COVERS THE POWER TRAIN FOR 3 MONTHS AND 3000 MILES?Desired Settlement: I WANT SOMETHING IN WRITING INDICATING THAT I HAVE A 6 MONTH 6000 MILE SMAIL PRE-OWNED CENTER 11 "PLATINUM PLUS WARRANTY' COMPLETE WITH ALL THAT IT COVERS AS INDICATED IN THE BROCHURE. I WANT THESE PEOPLE TO DO THE RIGHT THING AND HONOR WHAT WAS ADVERTISED. I WOULD ALSO LIKE TO HAVE A WRITTEN APOLOGY FROM THESE PEOPLE FOR MAKING ME GO THROUGH THIS IN ORDER TO RESOLVE THE MATTER. I WOULD LIKE TO ADD THAT WHEN I TOOK THE CAR IN FOR SERVICE ON DEC. 8 THE SERVICE STAFF AT SMAIL MERCEDES BENZ COULD NOT HAVE BEEN MORE NICER. DAVE B[redacted] AND THE REST OF THE CREW WERE EXTREMELY KIND AND CONSIDERATE
Business
Response:
December 21, 2015 Revdex.com 400 Holiday Drive Suite 220 Pittsburgh PA 15220 Attn: [redacted] RE: ID [redacted] - [redacted] Dear Ms. [redacted], This letter is in response to the complaint listed above. Mr. [redacted] contacted our dealership through Autotrader, a website that lists and monitors our used vehicles. The vehicle in question was listed on the website, but the initial call was misrouted to a salesman unfamiliar with the warranty at that location. There are two different types of warranty offered on used vehicles, and it’s easy to understand how the confusion occurred between the 3 months/3,000 miles and the 6 months/6,000 miles. We have agreed to extend the warranty for the Ford Edge to include 6 months/6,000 miles. A detailed description of what is covered under this warranty has been given to Mr. [redacted]. We will also honor his request to include an apology for the confusion in a letter that will be sent to him, along with another copy of the Platinum Plus Warranty. Should you need additional information, please feel free to contact me at [redacted] Mark A S[redacted] General Manager SMAIL AUTO GROUP
Review: I made an appointment to get my 2011 kia sorento serviced. Recall and auto butler done. When I made the appointment it was a big hassle. When I first got there they told me it would take just a couple of hours....needless to say after over 6 hours of waiting I left without getting everything done. I contacted them to get a refund on the autobutler did get some but not the full amount. Now the general manager wont even return my calls. I have been dealing with this September and just wantmy remaining refund. I will never deal with this place again. Worst situation in my life.Desired Settlement: Just want what is owed to me.
Business
Response:
Ref ID# [redacted]This letter is in response to the complaint received from [redacted].Mr and Mrs [redacted] purchased a 2011 Kia Sorento. At that time they also purchased an exterior protection package which includes one original application, nine re-applications, and a non-refundable limited warranty for a purchase price of $699.00.Each customer receives a post card in the mail prior to the due date of the re-applications that explains what is involved and that it can take from three to five hours for the cleaning and reapplication process. Mrs. [redacted] scheduled an appointment for a service campaign, Auto Butler re-application, and a complimentary multipoint inspection.As Mrs. [redacted] lives over an hour from our dealership, she had to leave before the services were completed on her vehicle. She then called and requested a refund on her Auto Butler package. We refunded Mrs. [redacted] $496.00, calculated as follows:Original purchase price: $[redacted]Original application -[redacted]Non-refundable warranty -[redacted]First re-application -[redacted]Refund due: $[redacted]Mrs. [redacted] called again and explained she did not received her first re-application so we refunded her that amount, as well. She has received and cashed both the check for $496.00 and the check for $61.90.Should you need additional information please feel free to contat me at ###-###-####.Sincerely,Mark S[redacted]eneral Manager Smail Auto Group