ComplaintsforAuto Smart

• Initial Complaint

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In January of 2022, my husband purchased a car from Auto Smart in ******, AL. In the first part of June, the car broke down so Auto Smart and our Extended Contract people got it towed to ******* Ford in *****. I used the car to deliver pizzas so since we had no car I had to take a leave from work and my husband was able to a ride to and from work. It took ******* Ford Service Department Approximately a week to actually look at the car. They said the transmission was really messed up. Parts in the transmission were broken there were metal shavings in the transmission fluid among other things. So they talked to our Extended Contract people and decided to get a new transmission. Now during this time, we haven't been able to make a car payment because we had 2 incomes before to get all of our bills paid and now we are down to one. A friend that my husband works with has lent us a car for us to use until we get our car back. However, it is almost September and we still have no vehicle but they want us to pay $*** for our part on the transmission we have no idea when we will get back because every time we call all we get told is that "There is no ETA on a delivery date because they have no ETA on the shipping date." We are about to be without a car again which means no money for car payments which is almost 3 months behind. What I want is what is right. I either want the car fixed and them pay the $*** since they have had our car for almost 4 months or I want another car. I think that is only fair. For being given the run around for 4 months. I am tired of dealing with this.

  Business response

  09/12/2022

  First we would like to clear up that AutoSmart and ******* Ford are two separate companies and that if any refund is due Ms. ******* should be in contact with AutoSmart if applicable.

   

  ******* Ford’s position is that the vehicle was towed to us for a transmission repair in June 2022.  After talking with the Extended Service Contract Company they approved us to tear it down and inspect it.  We found that it had significant internal damage and they approved us to replace it.

   

  We have had a transmission on order since that time and it is on National Backorder with no E.T.A. from Ford.  We have tried to source one from other Ford dealers but none exist.  As you are aware since Covid-19 a lot of things are still hard to get at this time.

   

  It is a very unfortunate situation for Ms. ******* and her husband.  However, we are not in control of when a transmission will be available from Ford and they cannot tell us at this time when we will get one.  As soon as we receive it is our top priority to get it installed and back to the customer.

   

  The money that is due when the transmission gets replaced of $****** is broken down as a $****** deductible from the Extended Service Contract they purchased and the remaining $****** is for some parts and labor they did not approve.

   

  The Extended Service Contract Company is paying $******** of the repair.  We at ******* Ford are doing everything we can during this unfortunate situation but, there is not a lot we can do at this time.

   

  Business response

  09/27/2022

  First of all, I'd like to apologize for the delayed response.  The notification states that this was the 2nd attempt to get a response from us.  We never received the 1st attempt.  Maybe it went to the email spam filter.  We take issues like this very seriously and would never not respond on purpose.

  I empathize with the ********. I can't imagine the stress they're going through in having to deal with this.  In the complaint, Mrs. ******* stated that her husband bought the vehicle in January.  That is correct.  He purchased a 2016 Ford Escape with 87765 miles on it.  Since the vehicle was out of the factory warranty, he purchased a Service Contract from *** National to offset possible expenses for future breakdowns.  *** National is a highly reputable national service contract company.  The *** National service contract allows Mr. ******* to take his vehicle to any repair facility that accepts service contracts.  Mrs. ******* stated in her complaint that, "Auto Smart and the Extended Contract people got it towed to ******* Ford".  That statement is incorrect.  Auto Smart and *** National did not get the vehicle towed.  The ******** would've had to have called the tow company and had it towed or maybe ******* Ford assisted them in getting it towed.  *** National would've covered the towing bill under the Service Contract.  Auto Smart had nothing to do with towing.  The only thing that Auto Smart was involved with was recommending a repair facility.  We recommended ******* Ford because Mr. ******* owns a Ford Escape and it seemed that it would be best to take it to a Ford dealership for the repairs.  It states in the complaint that ******* Ford diagnosed the issue and determined that the vehicle needed a new transmission.  The *** National service contract would cover paying for the transmission, although, as with most service contracts, there are deductibles and some expenses that aren't covered.  I can only assume that is why Mrs. ******* is stating that they owe $***.  Since we're not the owner of the vehicle, we're not involved with the ******** having repairs done to the vehicle.  We have no information about what exactly the $*** bill is for, so I'm not able to definitively comment on that.

  The fact that the transmission went out after 5 months of Mr. ******* owning the vehicle is not the fault of Auto Smart.  Auto Smart can't be indefinitely responsible for vehicles that we sell, especially 5 months after the sale.  Also, Mrs. ******* stated that she uses the vehicle to deliver pizzas.  That would seem to add more wear and tear, and mileage to the vehicle than what the average driver would cause over a 5 month period.  Thankfully, Auto Smart recommended that Mr. ******* should purchase a Service Contract when he bought the vehicle.  It's a blessing for them that they will be able to get a new transmission for the vehicle at a much lower cost.  We try very hard to insure that we sell a quality vehicle to our customers.  We try to make sure that every vehicle we sell is mechanically sound.  Occasionally, something may break on a vehicle shortly after we sell it but we always, 100% of the time, take care of our customers and make it right.  Our customers love us because we go above and beyond to make sure that they have a great car-buying experience at Auto Smart.  Although, there is a point in time where we feel we're not responsible to fix our customer's vehicles when they break down.  Vehicles are machines and they're all eventually gonna have mechanical breakdowns.  We just don't know when.  That's why we offer service contracts for our customers to purchase.

  The issue regarding ******* Ford not being able to get parts for the vehicle doesn't have anything to do with Auto Smart.  We're 2 different dealerships.  In reality, it's not even ******* Ford's fault.  The supply chains have been way behind due to Covid over the past couple of years.  That is something that ******* Ford cannot control.  The fact that ******* Ford is having trouble getting a transmission for Mr. *******'s vehicle is awful, but there is nothing that can be done due to the current situation that our country is in.  Although, the ******** would want to address that with ******* Ford.  They could possibly offer more insight into the supply chain issue.
  

  Mrs. ******* also stated that she wants the car fixed or she wants another car.  Giving them another car simply isn't an option.  Mr. ******* owns the Ford Escape.  Auto Smart can't just give him another car.  He could try to trade it in at Auto Smart or another car dealership but that would be hard to do while the transmission is inoperable.  Another option would be for him to try to purchase a 2nd vehicle.  One thing that I would recommend though, is that Mr. ******* may want to call the bank that financed the vehicle for him and talk to them about this hardship.  The banks know that these are hard times and they may be willing to make some concessions regarding Mr. *******'s monthly payments.  Mrs. ******* also stated that she wants Auto Smart to pay the $*** bill.  I really don't even understand how she would think that would be Auto Smart's responsibility.  I could possibly understand a customer calling us and telling us that they're going through a hardship and requesting us to help them by assisting them with their $*** bill, but to demand it through a BBB complaint is not the right thing to do.  We have helped many people over the years.  We care about our customers.
  

  While it is completely understandable that the ******** are distressed about this situation, this complaint is misdirected.  Auto Smart has absolutely no fault in this matter.  We can't make Ford produce a transmission through the supply chain quicker and we can't give Mr. ******* another vehicle.  If this would've happened within a couple of days or maybe even within a couple of weeks of Mr. ******* buying the vehicle, we would've definitely tried to make other arrangements.  The fact that it's been 5 months since he bought the vehicle, there isn't anything for Auto Smart to do.

  We'll be glad to offer them advice or answer any questions that they may have.  We still want to be the best dealer that we can for them,  We really do hate to see them going through this hard time.  We've all been dealing with hardships over the past 3 years due to Covid, even us at Auto Smart.  All we can do is try to help our customers through the hard times, the best we can, when it is feasible to do so.

  Thank you for the opportunity to respond to this complaint.

  *** *******

  Auto Smart
  

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