ComplaintsforSmog Mart, Inc.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Beware of DEREBENSKIY, ************** STAY AWAY! Brought my car in to get a smog check before selling the vehicle. Everything went smoothly until technician (DEREBENSKIY, **************) Technician was honestly looking for something to fail, and looking for any reason to fail me. Im not sure if he didnt like us or anything, but theres absolutely nothing wrong with my vehicle. Im not sure if hes having issues or problems at home, but work is definitely not a place to take it out, and complained about front driver headlight bracket being loose, which was false. Theres nothing wrong. Theres no play whatsoever. He also stated there was an emissions code, and my catalytic converter was tampered with which is also false. Like I said he is just looking for a reason to fail me. I highly doubt the business will let go with him so I recommend staying away from the shop if you want to save some money. Took my vehicle to natomas smog shop in my neighborhood literally 30 minutes after the scammers failed me I highly recommend them! The vehicle pass with flying colors no problems or issues whatsoever.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 20, 2024 @ approximately 9:00 AM I brought my ** in to be smog with an estimated completion time of 4 hours. I returned to your facility @ approximately 4:00 PM to find the job had not even started.I was apprised my ** would need additional testing to identify the reason for the FAILURE; the clerk suggested a line was deficient, needed repaired, and I'd have to drive to reset the system. I personally drove the ** to your facility and there was no Carbon Monoxide alarm in the **. However, the Carbon Monoxide alarm continued to sound as I returned home. After getting home, I identified the alarm and saw it was the Carbon Monoxide alarming in the rear bedroom. I was amazed at how my life was placed at risk. I contacted the fire department and my suspicions was confirmed (Report # **-7248); there was a leakage into the ** cabin.Based on the aforementioned and additional reports which will be collected;1.I am herein requesting a full refund $201.75 paid;2.I will be requesting payment for the investigation (w/ evidence) showing the cause of the Carbon Monoxide leakage into the sleeping quarters of the **.3.I am requesting documentation be made in ********************************* (******) personnel employee file since he has been identified as the Technician servicing my ** @ Station # RC272665.

  Business response

  04/30/2024

  Attached is the original invoice and notations made for ****************** Motorhome in question. All we (Smog Mart ***** we're tasked to perform was a Smog Inspection of the vehicle. ************** inquired about our Smog inspection prices the day before and we had informed him that there is a "Engine Cover Removal Fee" that is also charged along with the posted rate of $201.75 for the inspection itself. We informed ************** the additional charge to remove the engine cover is $67.50, ************** declined this service to remove the interior engine cover and stated he would remove the cover himself to allow access for our technician to perform the smog inspection properly since emission control systems on the motor would also have to be assessed. ************** brought the vehicle to our facility and left it with us for the day which we had requested at the very start of the visit, unfortunately given the amount of inspections we had taken in with a short staff that day, ****************** RV Smog inspection did not take place until towards the end of our operational hours however we did still perform the inspection as a courtesy for his patience. Attached are our pictures of the findings of the smog inspection, a Vacuum line was discovered to have been "torn off [or] disconnected" and we advised the customer to "repair vacuum line with OEM type vacuum line". This vacuum line only holds vacuum and does not emit fuel vapors nor does it emit hydrocarbons of any kind, it is simply a vacuum source that connects to the vacuum storage tank to a line that routes to *********** re-circulation components, but in of itself will not emit exhaust gasses from the torn hose we had found. We also notated that there was a check engine code stored for a P0401 - EGR A Flow insufficient  -a pre-existing check engine code that we could not have caused on the same day the vehicle was brought to us for the inspection. Our smog technicians only operate Smog inspections with a tablet to make notations and to take pictures and a handheld flashlight used to illuminate dark areas of the inspection, no hand tools are brought to any vehicle for inspections only therefore there is no chance at any physical tampers taking place. Attached is the fire department report results which does not iterate any signs of tampering, only that Hydrocarbons are present in the vehicle with the engine running. If ************** had failed to re-secure his interior engine cover for the *** then that would possibly be the main source of the Carbon Monoxide he is concerned about. Because we were not given authorization to remove the engine cover ourselves, then we also did not receive authorization to reattach an interior engine cover that ************** had removed for us to perform the inspection. We only advised ************** to repair the broken off vacuum line and to diagnose and repair the check engine code for the smog inspection to pass on his vehicle.

  Customer response

  05/01/2024

  I am rejecting this response because the engine cover was returned prior to my leaving (only required snapping two hinges which they wanted to charge to do).  The mechanic had reported I failed to remove it upon my return, also in error.  I drove the ** to storage w/o an alarm by closing the back bedroom doors and keeping the alarm in the front cabin.  No alarm sounded during my trip to storage.  His theory that the cover was not attached was not supported by these findings.  I will have a mechanic identify the specific cause once I can drive again.

  The one line they appears to have been pulled apart (not requiring tools), as there was no check engine light on prior to bringing the vehicle in; nor does the initial report show such an issue.  Everything was good at the onset of his inspection (codes, numbers, pass,  etc.) THE REASON HE CONTINUED WITH THE INSPECTION.  There was no error code prior to his creation of such by breaking the connection.  Look at the report which has also been questioned by a mechanic I've been working with.

  However, because I have recently had a Knee Replacement without a way to drive the vehicle, it has been placed in storage until I can take it to the mechanic to determine the location of the carbon monoxide leakage.

  ****************************

  Business response

  05/01/2024

  As previously mentioned, the broken vacuum line in question that ************** is accusing our shop of tampering with is simply a vacuum line that routes to a vacuum storage tank - this line, broken or otherwise, does NOT release carbon monoxide. The vacuum storage tank is located at the front passenger side of the vehicle in front of the wheel, the carbon monoxide detector as the Fire Department's report stated is inside the cabin towards the back side of the *** The attached pictures of the vacuum line in question shows how brittle and dried out the line is from it's vacuum source due to it's age and condition- we found it was broken and disconnected therefore we made the notations as such. As for the check engine light code for the P0401, this code will not set without performing miles of drive cycle completion to set the fault code stored in the computer. The Motorhome was driven to our facility by **************, using only the OPUS Gen 3 Smog Machine we were able to capture the code and therefore made the notation on the work order. It is not possible to set a STORED fault code of this nature without driving the vehicle for miles until the engine computer detects the concern. When performing a smog inspection, we do not abort the test just because a code is recorded- we follow-through and finish the visual inspection to capture any and all concerns relative to the vehicle's emission system and components. Whatever is the source of the carbon monoxide leak, we ensure it has nothing to do with the Smog inspection that had taken place. The smog inspection does not require our technicians to visually inspect anything inside the bedroom quarters of the motorhome since no emission devices pertaining to the engine or fuel system are located there. We did not go into the rear bedroom of RV, therefore any concerns for carbon monoxide detection in that area will be caused by some other issue not pertaining to the smog inspection.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came in to complete a brake and light inspection. As part of the inspection I had to fix one my headlights. When I return to get a re-inspection after fixing my headlight independently they notified me at that time that I will need to pay another re-inspection fee because I drove over 100 miles. I was not told nor did my original receipt display that I was required to bring the car back before the 100 miles until my return for the reinspection I believe it is the business tactic not to inform the consumer the details that they are require to follow to comply with a re-inspection which results in additional cost for the consumer.

  Business response

  01/03/2024

  Dear *****,
  Thank you for reaching out and sharing your recent experience at our automotive repair shop. Your feedback is vital to us as we continually strive to ensure transparency and clarity in our service procedures.
  Upon careful review of the circumstances surrounding your visit, it's important to note that our work order clearly states our policy regarding brake and lamp inspection fees. As stipulated, a full fee is applicable if the vehicle leaves our premises and returns for re-inspection, regardless of the reason for the return. This policy aligns with the regulations set forth by the ********************* of ***** Vehicles, ensuring the thoroughness and accuracy of the inspection process.
  While we acknowledge that a verbal agreement was communicated to you regarding a complimentary re-inspection within 14 business days or less than 100 miles on the vehicle following necessary repairs, it's important to highlight that this offer was made under the specified timeframe. Regrettably, upon our review of the records, including video footage and audio recordings from your initial visit, it's evident that the vehicle was returned after surpassing the outlined return period.
  We sincerely apologize for any confusion or inconvenience caused by the discrepancy between the verbal information and the written policy. Our intent is always to offer exceptional service while adhering to the established guidelines.
  As we value your satisfaction, we remain open to further discussion to seek an amicable resolution. Should you wish to discuss this matter further or require additional clarification, please don't hesitate to contact us directly at **************.
  Thank you for your understanding and for bringing this matter to our attention. We appreciate your continued support and hope to address your concerns satisfactorily.
  Sincerely,
  Hammad, Manager

   

  **Unable to add video & audio as attachment of proof of verbal complimentary 14 day/100 mile reinspection return, file too large**

• Initial Complaint

  12/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was told I needed a new engine and that was a big mistake. I had nothing but problems since I it there I want my money back I really need help bad please help me

  Business response

  12/13/2023

  Dear *********************************,
  I hope this message finds you well. Firstly, I want to express my apologies for the inconvenience and frustration caused by the recent issues with your vehicle. Your satisfaction is our priority, and we are committed to resolving this matter to your complete satisfaction.
  Upon reviewing the circumstances surrounding your vehicle's repairs, it became apparent that the engine's failure and subsequent replacement led to an unforeseen issue with the catalytic converter. I understand the inconvenience this must have caused you and want to extend my sincerest apologies for any disruption this has brought.
  Following our discussion about the plugged catalytic converter due to coolant from the exhaust, we've taken proactive steps to address this issue. As part of our commitment to providing excellent service, Smog Mart *** is willing to perform the necessary labor, free of charge, to replace the catalytic converter. We greatly appreciate your willingness to supply a new catalytic converter for replacement, and we will ensure the installation is done at no additional cost to you.
  I want to express my gratitude for your understanding and patience during this process. We are dedicated to working closely with you to ensure your vehicle operates smoothly and that this issue is resolved satisfactorily.
  Please feel free to contact us at your convenience to discuss the details or if you have any further questions or concerns. Your feedback is crucial to us as it aids in improving our services and preventing similar occurrences in the future.
  Thank you for entrusting us with your vehicle repairs. We are committed to swiftly resolving this matter and providing you with the level of service you rightfully deserve.
  Best regards,
  *************************, Manager, Smog Mart ***

• Initial Complaint

  05/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I recently went to the shop on 05-15-2023 and prior to the visit I had gone to ***** dealership for safety check and inspection of vehicle including oil change. The damages at the brake lines/hoses, I'm for sure that they at Smog Mart had done some foul play to get me to spend more money on something that wasn't damaged before. ***** dealership did and inspection prior to Smog Mart and everything checked out fine. After the results of failed Brake and Lamp inspection, I looked up reviews and this, my situation is not the first time that Smog Mart has done foul play.

  Customer response

  06/28/2023

  I am rejecting this response because: business is not legit and truthful.
  

  Business response

  06/28/2023

  We recently received your complaint filed with the Better Business Bureau regarding the brake and lamp inspection performed on your vehicle at our automotive repair business, Smog Mart. We appreciate the opportunity to address your concerns and provide clarification on the matter.
  Upon thorough investigation, we have gathered additional information about your vehicle and the circumstances surrounding the failed inspection. You stated that the vehicle had been in an accident prior to the visit and requested this inspection due to the vehicle becoming a salvage title after the accident. When We performed the inspection, our findings confirmed that your vehicle was involved in an accident prior to visiting our facility. It appears that the vehicle *** have run over an object, causing damage to multiple components underneath, including the brake line.
  We have reviewed the video footage from our surveillance system, which covers the entire inspection process. The footage confirms that our technicians conducted the inspection diligently and with utmost care. At no point during the inspection was there any evidence of foul play or intentional damage to your vehicle's brake lines or any other components. You are more than welcome to come by the shop and can watch for yourself as well.
  It is important to note that the brake and lamp inspection performed at Smog Mart is designed to assess the safety and roadworthiness of vehicles in their current condition. This inspection is completely different from the inspection you had done at the dealership and special licenses are required to be able to perform this inspection hence why you had to bring your vehicle to us. This inspection is stricter than what was performed at the other facility as we are certifying that your vehicle is conforming to all ********** safety standards and laws for vehicles to be on the road after it has been involved in an accident. The inspection aims to identify any existing issues or potential hazards that *** compromise the vehicle's safety on public roads. In this case, the inspection revealed the damage to the brake line, which warranted a failed result due to safety concerns.
  We understand your frustration and disappointment with the failed inspection, as well as the inconvenience this has caused. However, it is essential to recognize that accidents and unforeseen incidents can occur, leading to damage to various vehicle components. Such damage *** not always be evident during a prior inspection, especially if it occurred after the inspection took place.
  Attached are photos for what the vehicle failed the inspection for. Reviewing the photos of the brake lines will clearly show the damage is mirrored and within the exact same location on both sides of the vehicle. Signs of the brake lines rubbing against the bottom of the vehicle are present as can be seen in "brake line photos #3&4". Most likely the vehicle drove over a large object the width of or wider than the vehicle's frame. Also attached are photos showing the broken fog light on the vehicle and the oxidation on the headlights that the vehicle failed for as well.
  We want to assure you that Smog Mart adheres to the highest standards of professionalism and integrity in all our operations. Our technicians are trained and certified to conduct comprehensive inspections, and we take pride in our commitment to customer satisfaction. We are dedicated to providing accurate assessments and ensuring the safety of our customers and their vehicles.
  Please feel free to contact us at ************** to schedule a convenient appointment or to discuss any further questions or concerns you *** have. We genuinely hope to restore your confidence in our services.
  Thank you for bringing your concerns to our attention, and we look forward to resolving this matter satisfactorily.

  Customer response

  06/28/2023

  I am rejecting this response because: business is not legit and truthful.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We went there for headlight and break certification on a salvaged vehicle. We sat there 6 hours. The guy came out and said we needed a new master cylinder, and they quoted us over $800. We had just put 4 new rotors and 4 new disc brake pads before we went to the business. We have receipts for all. We were told to come back on Wednesday. When we got home, we had our neighbor take off the tires to look for the master cylinder leak and check the lines. He noticed that the rotors were old rotors and were not the new ones we just installed. We went back to the business and he refused to listen. He said we were trying to cheat him. We asked for our old rotors back and he said he didn't take them off, and neither did his employees. He said he had a video. When we watched the video, it was so unclear you couldn't see any details. We want him to give the money for the rotors they removed and replaced with old equipment. We also want him to give us our money back for the certification. $214.00

  Business response

  06/16/2022

  If you review the attached receipt provided by the customer, the receipt details a new set of brake components for the rears (two rotors and a set of rear pads). Cross-reference the search for those listed part numbers at Autozone and you'll only find rear brake discs and rear pads. The customer did not change his front disc nor the front pads. Our invoice copy shows the measurements we have recorded and confirmed only the rear brakes are new  and not the fronts. Mr. **** claims we have stolen his brake rotors on the front because they "look old", when in fact they were never serviced as he claims. Our facility simply did not remove any brake components for the inspection but we did measure them for compliance with Brake and Lamp certification. I presented video evidence of our technician only removing the wheels to perform the inspection, customer was agitated and did not want to even review the footage with me claiming that I doctored a Live recording which is not possible on the playback software I use. Attached are pictures of the brake fluid leaks on his front brake lines and master cylinder, I informed the customer he may perform the repairs himself and he is not required to perform any repairs with my facility. 

  Customer response

  06/20/2022

  I am rejecting this response because:My husband did look at the video..so snowy and as the tech took off the tire a big guy walked in front of the camera...and the owner thought we would return and have the master ******* replaced by them. He never figured my husband would pull those wheels off to check for the leaks..by the way there were none...His story is a falsehood. He followed us out to the car to get us to not file a complait with you or The B.A.
  R...we had no reasonable reason to leave used beat up rotors on brand new discs.my husband id old school its not in his brain to do that
  

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