ComplaintsforSmith Automotive Service, LLC

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They straight destroyed my car my belt broke which made the pulley lock so they told me I needed a motor which bought the motor took them forever to get done then when they call and told me it was done it broke down in the middle of the road not even a mile from the shop so I called back they came to help but they had no luck so I had to end up leaving it once again. The second time they told me it was ready but now all of a sudden they started hollering about I needed a transmission which I don't think is the case they just wanted more money I felt like if it was the transmission you would have said that from the jump so I was able to drive my car home but they gone say they can't promise how long the transmission was gonna last it but I thought it was pretty unprofessional to say that because if you knew that's what iT was you would have fixed it now I can't even drive my car cause when you put it in gear it mysteriously jumps out of gear it wasn't doing any of this before it went they told me it was gonna be 947$ balance I had cause I had to pay 800+ before they would even touch it so the motor n labor was **** but they swore up and down they out all these new parts but I never seen them only thing I noticed was a different motor which seems to be a manual motor and my car is a automatic then when I go get it the balance went from ****+ to in all over 3000$ and for that type of money it should be running like a champ it's not fair to me to have to fix what they tore up I would felt better had they just told me they cant/don't how to fix it than to tear it up and I have nothing to drive now

  Business response

  04/10/2023

  We have worked tremendously hard to maintain a high business rating across all platforms over the last 3 years. We take great pride in our work and business integrity.With that being said, the customer has never contacted us directly to express their concerns or issues since picking up the vehicle over a month ago. Most of the statements that they have said are not true.
  

  The vehicle was originally towed to a local tow company over a weekend with the thought from that company that it was just a broken serpentine belt and that they would replace it and have it the customer back on the road over the weekend. However, after taking the vehicle to their lot, they soon realized that was not the case. The timing belt had broken and had bent valves internally in the cylinder head. They called me the following Monday to ask if we would be willing to help. It was stated by the tow company as well as the owner multiple times that they had just purchased the vehicle not long before this happened,and the vehicle had been sitting for 2 years prior to them purchasing it.
  

  We determined that it was more cost effective to replace the engine with a used engine rather than replace the valves. The customer was informed of the issue and at that time was told that it would be several weeks before we could even have the vehicle towed to our location from the tow lot due to space and availability.The customer was well informed of our timeline to have it completed in advance and agreed. At that point, we did ask them to pay for the parts up-front, as we do all customers. We also recommended replacing the timing belt, timing components, and water pump in the used engine that we were purchasing for them as it was a 28-year-old engine, as was the car. This would guarantee the engine would be parts-warrantied from the salvage yard and they would have peace of mind that this issue with the timing would not occur again. The customer agreed to replacing those parts as well.
  

  At the time of completion, the customer was notified that the vehicle was ready for pick up.At that time, Drakkar did pick up the vehicle and did have an issue with it not "pulling". I sent a couple of my mechanics to him to check the vehicle on the side of the road. It was late in the day and at that point, I did tell him that because it was after business hours, we would have it towed back to our shop to determine the issue and I would let them know what was going on the following day. The next day, my husband determined that the transmission was not pulling. I called the customer and notified them of the issue and that the only thing we could do was to change the transmission filter and fluid to see if that would help prolong it, if not, it would need to be replaced. We changed the filter and fluid and that did seem to help. The customer once again picked up the vehicle. While they were in the office, I once again told them that we could not tell them how long the transmission would last, but the fluid was dirty and did seem to help for the time being. There is no way for any mechanic to determine how long a transmission will last at the point it starts slipping; It could be a week, month or last like that for years. I am not sure how I could better word that. At that point, the customer left and has not once called to complain or let us know that they still had an issue.
  

  If I wanted "more money", I could have easily priced them a transmission and actually charged them for labor on the fluid and filter change and for the tow back to our shop, as it was not related to the motor change, none of which I did.
  

  As far as the total amount paid goes, never did they pay $3000.00.The total that was paid was $1870.33. They paid a total of $820.00 on January 13, 2023, and the reminding balance of $1050.33 was paid on February 23, 2023, at the time of completion. I am not sure how they came up with the total they are saying they paid.
  

  To also answer the question of if we put a manual motor in an automatic motor vehicle, that is not related to the transmission at all. However, more importantly and factually, there is only one motor offered in that particular year, make and model of vehicle. A motor will not cause transmission failure. The motor is what causes the car to "run" the transmission is what causes the car to "shift or drive". The fact is the transmission failure is not related to the motor that we installed.
  

  Truthfully, based on their complaint, I am not sure how I could ever please them. I would have been more than happy to have priced them a transmission installation, but it seems based on their statements they dont believe they have a transmission issue or if I did price it to them, I would have only done so because we want more money.

  Customer response

  04/11/2023

   
  Complaint: 19883068
  
  I am rejecting this response because:
  If they had said it was the transmission from the jump we would of got it but we were told it was the ***** NOT TRANSMISSION after I got it back that's when I heard about the transmission truthfully we did stay in contact but the car may had been sitting for 2years but it drove just fine and had no problems All the gears changed it only changes twice n  it's like it's straining and when I took it all my lights on my dash were working for example park,reverse,neutral,drive doesn't work but was when I took it D2 works and L works so why all of a sudden Drive doesn't work now...I mean no I hadn't called back to complain for what cause I know nothing was gonna get done about it so that's why I went to the next level I'm not trying to be ugly rude or anything but I was looking for the car to be fixed not pay someone and then have to turn around and fix it again. I even went and had a diagnostic done on it and also had someone jus Look not touch anything because they said they wouldn't touch what somebody else had done but the person that looked at it said something must not be hooked up right or something because if the other gear lights work the drive should to
  Sincerely,
  
  ******************

  Business response

  04/12/2023

  The vehicle was brought to our shop on a rollback. It was not running at all at that time due to the timing belt breaking and bending valves in the engine. It 100% needed a motor. The tow company that you had tow it can certainly vouch for that. We could not drive it to even test the transmission at that point. So, we would not have been able to diagnose a transmission failure or issue then. Furthermore, a motor install does not relate to the transmission. The only thing that happens at all to the transmission during a motor installation is that the motor is literally unbolted from the transmission unit, that is all. Nothing is removed from or replaced on the transmission. If you had called me, I would have been happy to have told you to take it to the dealership for diagnostics to be ran on the vehicle and we would have gladly paid for that service. That way, you would have seen that it was truthfully a transmission issue and not related to the work that we did. If for some reason they had determined that it was related to our work, then I would have been more than happy to have repaired the issue. However, you unfortunately did not even give me that opportunity. 

  Customer response

  04/16/2023

   
  Complaint: 19883068
  
  I am rejecting this response because:
  I'm very aware the towing company can vouch they were the ones who said I needed the motor in the beginning but when I came picked it up the last time that's when you told me idk how long that transmission is gonna last how did u know then bye didn't know at first
  Sincerely,
  
  Drakkar *****

  Customer response

  04/16/2023

   
  Complaint: 19883068
  
  I am rejecting this response because:
  I'm very aware the towing company can vouch they were the ones who said I needed the motor in the beginning but when I came picked it up the last time that's when you told me idk how long that transmission is gonna last how did u know then bye didn't know at first
  Sincerely,
  
  Drakkar *****

  Customer response

  04/16/2023

   
  Complaint: 19883068
  
  I am rejecting this response because:
  I'm very aware the towing company can vouch they were the ones who said I needed the motor in the beginning but when I came picked it up the last time that's when you told me idk how long that transmission is gonna last how did u know then bye didn't know at first
  Sincerely,
  
  Drakkar *****

  Customer response

  04/20/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

  Business response

  04/21/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

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