ComplaintsforBert Smith Automotive

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The business is well aware that I cancelled the optional tire and wheel plan over 8 weeks ago. ************************* at the business informed me that it would take up to 8 weeks for the refund to be processed. Two days ago an inquiry was made with the dealership manager, ***********************, in which he replied "I will look into this now and I will get back to you shortly". As of yet, he has not responded. The business owes a refund of $2,037.00 for the plan, $142.59 in sales tax. In addition, the business overcharged me for my title/registration fees. The business estimated $82.35, per the attached Florida Vehicle Registration the business paid $4.60. I am due a refund of $77.75. The total refund due me is: $2,257.34. The proof is attached.

  Business response

  07/19/2024

  We have apologized to ********************* for the delay in time for the refund of his products which took time to receive from the warranty company. We have just now received confirmation that the products have been processed for cancellation and we are sending the check to the lender who financed his vehicle. The charges for his registration and title of $82.35 is correct and we have offered to provide him the bill from the State showing the amount due. 

  Customer response

  07/19/2024

   
  Complaint: 22012184
  
  I am rejecting this response because:

  I am nearly at 9 weeks for my refund from the business, the business acknowledged and responded after the BBB complaint. On, 7/19/24, an email was sent to the ** of the dealership, *************************** requesting the following:

  - Check number/check amount

  - Date mailed/which mailing service was utilized?

  - Please provide me proof of the $82.35 in State registration fees as my Florida Vehicle Registration is showing a fee of $4.60
  

  
  
  Sincerely,
  
  *********************

  Business response

  07/23/2024

  The information in regards to the refund has been sent to ********************* and we have also sent over proof of the charge for registration through the State of Florida. 

  Customer response

  07/25/2024

   
  Complaint: 22012184
  
  I am rejecting this response because:

  The business advised that they sent the refund via overnight delivery on 7/22/24 that I have been waiting on for nearly 10 weeks. The delivery confirmation is showing delivery on 7/23/24. However; two days after delivery,  the refund has not been applied to my account. Possibly, the business sent the overnight check to the wrong address or did not provide my account number on the refund check.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 4th 2024 I purchased a 24 Tiguan that was represented as being an all-wheel drive vehicle. I was specific with the salesman in that I wanted a white vehicle all-wheel drive with good gas mileage. I traded in a 2018 ****** all wheel drive Highlander and was given ****** for it. Cash check I wrote for $13,000 Plus dollars. When I observed the new vehicle I was given 5 minute ride in it and it had no stickers on the outside windows to identify details. This had been the second vehicle I'd seen that day the first was an atlas sport 2024 model all-wheel drive and the details very similar. The salesman represented that the Tiguan had the same equipment that the atlas sport had. Once home I reached out to the salesperson the following morning with a text and told them that this vehicle had no all-wheel drive capability. His basic response was you're stuck. They offered a replacement vehicle a 2024 ****** Forester if I pay them an additional $8,500. They dropped it down to 7700 and I basically told him no way. I would be paying $7700.00 for a vehicle to replace the vehicle I've only driven 160 mi.

  Customer response

  05/30/2024

   
  Better Business Bureau:
  
  Yesterday I called in at 09:10 AM and the complaint was closed as the dealership and I have agreed on a solution.  
  

  
  

  Sincerely,
  
  ***************************

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  all of the complaint details are attached on a word document due to character limitations

  Business response

  03/09/2024

  This has been handled.

  Customer response

  03/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The dealership ended up fixing all issues with the vehicle.
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been dealing with Bertsmith for over five years and I have never had any issues with them until this year. Lets start off by saying their service is awful pompous attitude for no reason at all. I sent my car in on Thursday, November 2 because it was saying chassis problem which is a straight issue how I know this is because I have had to replace the front two struts the prior year before all of which I was just told by a random friend that my struts are covered under the warranty Bertsmith let me know that I needed struts before, but never told me that they were covered under warranty, therefore having me come out of pocket to pay for these items over $5000 out of pocket then I send my car in to be fixed for the back strut needed to be replaced, they didnt tell me that its not under warranty because the air block may be broken and thats going to have be $3000 fro me to replace. They never replace the strut instead. They gave me a $8000 bill on everything else besides the strut that needed to be fixed on the car. When I declined because that is not what I bought the car up here for I brought it up here for the strut to be fixed I was charged $300 for them to tell me that my windshield wipers work rearview mirrors worked as well as the horn I had coolant in the car just unnecessary stuff that I did not consent to and ask him to do Im picking up the car today. So once again Im picking my car up and the service I asked them to do was never **** done. A east of my time and energy now I have to take the car to have the strut fixed. And I have also had to obtain a lawyer for discrimination.

  Business response

  11/06/2023

  To Whom it May ********************************* came into the dealership on 11/2/2023 for diagnosis on a Chassis malfunction light that had come up on her dash. Diagnosis of the vehicle found air supply system fault codes, which following our test plan required replacement of the air supply block. The rear struts could be covered under the warranty extension from *** but the Air supply needs to be in good working order which it was not. This is most likely due to the failure of one or both rear struts causing the air supply block to constantly run trying to fill the struts and eventually burning out the motor. The customer also had two tires which had the cords hanging out and unsafe to drive on. She declined these repairs also and picked up her vehicle. The customer was charged for the diagnosis of the chassis light and also given a free inspection. All customer pays for diagnosis until its determined if its warranty. Due the block failing, we collected out diagnosis fee.
  
  The customers previous visit back in August of 2022, which was ****** miles ago, we found the front struts failed. The customer declined the repair, and the warranty extension she is referring to came out 2 months prior. She had the repairs done elsewhere and not at the dealership. 

  Best Regards, 

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

  Service Manager

   

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Once fully approved, they increased my locked in interest rate two days later .75% & refused to supply documentation for locked interest rate. Every single person involved except salesman was very unprofessional & rude!!! Take a look at attached photo. What a joke

  Business response

  11/03/2023

  Unfortunately, we do not have a build spot for the car so we must wait to receive a build spot from the Manufacturer before *** FS will lock in the rate. We only have 90 days of time to lock the rate from the time of the submit. We cannot legally guarantee a rate from *** FS or anything in writing since these terms are outside of the dealers control. We understood the customers concern that the rate may increase so we offered a $1,000 dollar discount if the rate would increase over the rate that is being offered now. The customer was very angry and did not like what we are able to offer him so we immediately offered to refund his deposit that he gave us the day before. We as the dealer cannot guarantee in these circumstances what the customers interest rate would be at time of delivery since we do not have a timeline of when the vehicle would be produced.

  Customer response

  11/06/2023

   
  Complaint: 20818976
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My visit on 9/15/2023 to Bert Smith Volkswagen was, without a doubt, the worst service experience I have ever encountered. The issues I encountered during my visit were as follows:Rude Manager: I had the misfortune of dealing with an extremely rude manager who displayed a complete lack of professionalism and courtesy. Their behavior was unacceptable and added to the overall negative experience.Incomplete Services and Overcharging: Bert Smith Volkswagen not only charged me for services that were not completed, but they also significantly overcharged for the services that were performed. This blatant disregard for honesty and fairness is inexcusable.Excessive Wait Time: I was made to wait for over 4 hours without any updates on the progress of my vehicle. This extended wait time is unreasonable and shows a lack of respect for customers' time and convenience.Lack of Communication: To make matters worse, there were missing service desk receptionists, resulting in a complete breakdown of communication. Nobody seemed to know what was happening with my vehicle, leaving me in the dark about its status.In light of this terrible experience, I made the decision to leave Bert Smith Volkswagen and sought services elsewhere after they forced me to pay a discount price for services they did not complete. To my surprise, I found another dealer that not only provided better service but also charged me over $140 less for the same work. The level of service, professionalism, and honesty I encountered during my visit was far below acceptable standards. I am writing to require a full refund of services they did not provide and were dishonest about.

  Business response

  10/03/2023

  We are sorry to learn of Ms. ******** dissatisfaction. She towed her vehicle to our dealership to have a non-working key programed. She was advised of the cost involved and approved the reprograming of a key she had that did not start the car. The programing of the key(s) is a process that requires special equipment and access to Volkswagens security protocols.It then requires matching the code of the key to the car. Our tech went through the procedure several times without success. The key she presented to us was faulty. This would explain the additional wait time required. As the key ****************** presented to us would not program, we suggested that she should have us order a replacement key from our parts department. She declined and said she could get a better deal from another repair facility. When we presented the charges, she seemed shocked that we were charging her for the service rendered. We explained that the procedure to program the key is the same if the key worked or not and our tech tried several times hoping to get it programed. After expressing her dissatisfaction, the bill was reduced to half the normal charges just enough to cover our dead costs as we empathized with her predicament, and she left and had her vehicle towed away.
  We tried our best to give ************ and advice and offered suggestions to ****************** but she seemed intent on doing it her way.We are happy that she found somewhere else to resolve her situation to her satisfaction.  We unable to meet her request of a reimbursement for service rendered. 

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Their mechanics burnt my brand new clutch. I was told my car is ready to be picked up but my clutch is completely destroyed. This meant my car was not drivable upon the time of completion of an engine replacement claim. Now they are refusing to cover the charges of the damages done at their dealership while they were in possession of my car for the past month. They should have reported a bad clutch when the engine was removed three weeks ago at first along with the few other issues I was actually told about. Mechanics failed to put my clutch back together properly and ruined my clutch.

  Business response

  07/26/2023

  We are sorry to learn of Mr. ******** dissatisfaction.  On June 8th 2023 ****************** presented his 2016 Volkswagen Golf to our service department. The concern was the vehicle ***** down and has no power. The initial diagnosis was the engine was failing. The engine required a tear down to determine to cause of failure.The timing chain was stretched, and the engine crankshaft thrust bearing had failed sending metal flakes throughout the engine and turbocharger. Working with Mr. ******** extended service agreement company we made a case for a complete engine and turbocharger replacement. The company sent an independent inspector to examine the engine and our professional recommendations. The extended service agreement company later approved the repair, and we replaced the engine and turbocharger. When the repair was complete, we noticed the clutch was slipping. We informed ****************** and he declined repairs. When ****************** came to pick up his vehicle, he seemed surprised to feel the clutch slipping even though we advised him it need repair. He returned the vehicle for our further inspection. ************** removed the transmission to re-inspect his work and found all the components in place working correctly however the clutch disc showed excessive wear and the flywheel showed signs of excessive heat. We made the offer to ****************** that we wouldnt charge any additional labor to replace the clutch however he would be responsible for the parts. He declined and his reasoning seemed to be that he didnt have a clutch problem when dropped off his vehicle.Due to the poor running condition of the engine when it arrived couldnt confirm or deny a clutch problem. All we had to go on was the current condition of the clutch.

  
  We believe we made a fair goodwill offer to replace the clutch with no additional labor charges. Clutches are wear items that do not have an infinite life span. We are confident that our actions and repairs did not cause the clutch to fail.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 Jeep Wrangler Oct 29, 2022, financed through *********** 45k, dealership **** Smith Pre Owned Cars,*************************************** **,I also purchased an ext warranty for peace of mind for any major vehicle repairs. The jeep that i purchased from this dealership already had a lift installed and the dealership installed the over size tires. On 2 Dec 22 when traveling from my home in ********* ** to ****************** *********** ** for my military training weekend the jeep lost all power. I got the **** towed to ********* Dodge Chrysler Dodge Jeep Ram. The rear def had gone bad and the purchased warranty would not cover any repairs due the lift and over sized tires. During this diagnosis, it was found a ticking in the engine which the cam shaft had gone bad, that in which the warranty did cover that small portion. When contacting **** Smith Mr ******************* for **** Smith, he refused to assist in any repairs or damages and stated he knew that the warranty would not cover any repairs. He, nor the dealership accepted any responsibility or assistance to repairing the jeep. ************** even spoke with him, stating that this was not anything that i did, that this was clearly an issue when it was on his lot. After 2.5 months later I did receive the jeep back and now there is a transmission issue with it. Again i am out a vehicle and am TDY at my Military unit supporting deployment operations. I filed a complaint to the ********************** 23 Jan 23. At this point, I am left with a jeep that is undriveable, what i thought would be a relief in major expense has only cost me more. The jeep is currently at **************. The team there has gone above/beyond to assist in fixing my jeep.When the issue started **** Smith should have offered either returning the jeep with full refund/fixing any and all repair.They could at least offer to pay for all repairs that the warranty will not cover or pay off my jeep to the loan company. relief in finaces and reapirs for me

  Business response

  03/27/2023

  *************************** purchased a 2018 ************* from us on 10-29-22 where the vehicle was advertised and sold to her AS IS- No Dealer Warranty. When *************************** went through the *************** an extended service contract was offered to her letting her know the components that would be covered which she did purchase. Their were many different options of coverage which were offered and relayed to her in writing which she was presented two times. She elected to purchase a 4 year ****** mile extended service contract  with the silver coverage. Two months later **** was having mechanical issues on the jeep when she reached out asking if the dealership here at **** Smith ****** would cover the repairs she was being recommended that the extended service contract would not cover. The dealership let *************************** know that the vehicle was advertised and sold as a AS-IS vehicle with documents signed by her illustrating the condition of the vehicle at the time of sale. Any mechanical failure that is now occurring that is not covered under her extended service contract would be her responsibility. 

  Customer response

  04/07/2023

   
  Complaint: 19852092
  
  I am rejecting this response because:

  The 2018 ******************* was purchased from you on 29 October 2022 and sold AS IS. The **** Smith ********************** did in fact offer and sell me the agreed upon *********************** Contract. However, what your business office failed to disclose, is that due the modifications of the Jeep, to include the tires that were installed by **** Smith ****** dealership voided large portions of the *********************** Contract that you were so willing to sell me.  So either your business office knows absolutely nothing about the extended service warranty in which it sells, or your business office conveniently left out that large portions of the extended service warranty were void due to modifications (some of which were performed by your (**** Smith ******) dealership).  This warranty was offered as being available to me because of the **** Smith safety inspection had been performed upon the vehicle.

  
  In addition, the vehicle was owned for exactly 34 days prior to the jeep being towed to a Jeep dealership for repairs.  In that 34 day period, the Jeep required a complete DSRAD Rear Diff Housing and shaft axle replacement (parts: CH68430096-AA,CH68401306-AA, CH68378949-AA).  At the same time, the Jeep dealership discovered that the camshaft intake (part CH5047913-AD), Arm Valve (part CH5047896-AD) along with the gasket cylinder head, oil, and coolant needed to be replaced.  The following repairs came to a total of approximately $9,289.27. 

  
  In the process of these repairs being completed, it was discovered that the Jeep also requires a new fly wheel,pressure plate along with other clutch repairs rendering 5th and 6th gear unusable.  However, there are still many questions regarding these repairs as there is possible NHTSA safety recall out that *** or *** not have been complied with.  We are now in contact with Chrysler/Jeep to find out if these repairs are going to be covered, AND if any parts are even available for repairs.  Total estimated cost for the new pressure plate, flywheel, and other clutch repairs$4,300 dollars.

  
  So **** Smith, you are correct, just like *** used vehicles the Jeep you sold ** was advertised AS IS.  The vehicle was owned and driven for 34 DAYS,AND REQUIRES OVER $13,000 of repairs.  So please explain to me, the BBB, and the rest of the internet how this vehicle could have in any way been sold in good faith or in compliance with the FTCs Part 455 Used Car rules?         
  
  
  

  Business response

  04/10/2023

  The vehicle was advertised as a AS-IS vehicle with no warranty offered at time of sale. The client also signed a Buyers guide disclosing the vehicle as a AS-IS vehicle with no warranty. All warranty options were disclosed to the client in writing with the different coverages and exclusions of coverage which the client customized. The extended warranty that the client purchased has been used since the purchase of the vehicle. All vehicles go through a safety inspection before being sold and all recalls are checked at time of purchase with time stamp showing that their are no open recalls. The clients vehicle that was purchased was checked with NHTSA and had no open recalls at time of purchase. I have these documents that can be shared with the client if they would like copies.

• Initial Complaint

  02/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchased a 2019 Jetta from **** Smith VW. I overpaid by $464.34 by cashiers check. The finance office verified that they owe me the above amount. Three weeks have passed since the transaction and though I have called, left messages and sent texts the refund has not been sent to me.

  Business response

  02/27/2023

  This customer is correct we do owe her the $464.34. We have been short staffed in our accounting department and I am working to get this resolved ASAP.

• Initial Complaint

  02/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I been cancel Dent warranty from Safe Guard on 12.15.2022 it been awhile i did not get my refund from them 02.07.2023 I call and speak to ****** from Safe Guard she said a refund $419.56 will be from Berth Smith *** dealer.I have been contact them left voice mail and message to from desk but no one respond and return my call.12.15.22Sanra(Safe Guard)*** Dent cancel 02.07.23Yasmin Safe Guard)cancel complete 12.16.22 Car dealer respond Berth Smith => Financail leave a message 02.08.23Front DeskBerth Smith => Financail leave a message 02.09.23Dorthytransfer to *** leave a message transfer to Valiry leave a message transfer between *** and ***=> speak driect to dealer manager 7276770911Mike From Poches call back 02.13.23Front Deskask for Val she be in by 11 transfer to *** leave a message Front Deskleave personal message to ***

  Business response

  02/16/2023

  This has now been handled and the customer has been issued a check.

  Customer response

  02/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  **** Smith has been in contact with me and agreed to send me a check. I hope it's on the way.

  
  
  Sincerely,
  
  *******************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩