ComplaintsforSmith Motors, Inc. of Hammond

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I toke my car in for repair on 4/18/2023. The car was jerking when I hit the brakes. I left my car in their business for several weeks. The repair work was covered by my extended warranty with ***** Premier Protection. Parts were replaced on the transmission due to broken parts. I picked my car up on 5/6/2023. On 5/16/2023 the check engine light came on. This light has never been on before. I went back to ***** to have it check on 5/17/2023. After an initial check it was determined to be catalyst system low efficiency code P0420. It would cost me around ******* for parts and labor. I said I never had this problem before. It has to be something with the repair. I called ****** automotive and schedule an appointment with them. I wanted another GM dealer to look at my car. I am the only driver of this car and I take car of my car. I purchased this car 11/20/2019 and never had problems. I had appointment to bring my car in 5/26/2023 at 10:15. The piple was cut with a blow torch and it needs to be replace. I now have to pay ******* for parts and labor due to ***** employee using a blow torch when the repairs were done at the beginning of this month.

  Business response

  06/05/2023

  May 30, 2023
  
  RE: Complaint ID ********, ***********************
  ATTN: *************************
  
  In response to the complaint attached, we have reviewed the file and all pertinent documents. The following is a description of the encounter:
  
  On April 18, 2023, ************ visited ***** Motors *** of Hammonds ****************** for an appointment on her 2017 Chevrolet Equinox. The initial concern received by ************ to our advisor was that she felt a jolt when applying the brakes.
  
  The vehicle was road tested and the technician detailed the following:
  
  Road tested vehicle with GDS when trans shifts to 2nd there is slip shift and hard bump after completion of shift. When slowing down from 3rd to second there is a hard down shift to second. 2-6 backing plate must be broken. Removed transmission for inspection. The front differential carrier bearing bad,sending metal in the solenoid pack and valve body. Had to free-up sticking valve. Installed a seal kit, clutches, filter, and solenoid pack and two front differential bearing and races.
  
  Due to order time on parts and labor, the vehicle was in our service department from April 18th to May 6th.Customer was provided with a rental vehicle through Hertz. ************ picked up her vehicle on May 6th, 2023.
  
  The customer states that she came back on May 17th due to a check engine light that appeared on May 16th.It is noted that she was provided with an approximate cost for repair based on the code P0420. However, ************ did not request further diagnosis or repair. We understand ************** emotions, and we would like the opportunity to assist *********** by further investigating the matter to which she has referred. It is unclear whether the damage ************ referred to was present on the vehicle or caused by any repairs done during the previous visit. Further inspection and diagnosis would be needed to verify and repair.
  
  While we sympathize with ************, it is of the utmost importance that we address the concern as promptly as possible.We would like the opportunity to further evaluate the vehicle on the customers behalf. We are very thankful for ************** business, and we would like to continue to provide the best level of service possible. ***** Motors ***. of ****** has built a successful business in the community by providing strong service and dedication to our customers.

  Customer response

  06/05/2023

   I am rejecting this response because:
  
  I went to ***** and spoke to the service manager Rich on 5/31/2023. I had the damage part which was in the trunk of my car on that day. He toke pictures of the part. I also had the billing receipt of the repair work from ****** which he made a copy of that paper. **** stated he would call me by Friday whether he had a response or not. **** did call and leave me a voice mail message that their was no response to the issue at this time. They were still looking into the evidence I present. **** stated he would call me this week. The car has been repaired by ******. The damage part I still have. Once that part was replaced the check engine light was off. I was informed by ****** that a blow torch was used on that part which created a hole in that part. I am waiting on a satisfactory response to this issue. 

  Business response

  06/06/2023

  Upon review of the parts and documentation provided, we cannot conclusively conclude that the issue to directly related to the prior repair.  We believe that ****** stated that to "sell the job".  We appreciate ************** business and at this time are willing to offer $500 as goodwill.  

  Customer response

  06/07/2023

   I dont believe ****** which is a GMC dealership would want to do repair on my car just to get the business. There is nothing for them to gain by must getting one more repair job. 

  I paid out $1314.19 in cash for the repair. 

  I will accept the $500.00 ***** is offering in good faith. I do not want $500.00 in a credit for future service. 

  I will accept a check to cover my out of pocket expenses. 

  I have been a faithful customer for ********************** dealership. 

   

  
  

  Business response

  06/08/2023

  The check will be available for pick up or to be mailed the beginning of next week. Please let us know what you prefer.

  Customer response

  06/08/2023

  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.

   

  I would like for the check to be mailed to my home address. 

  Thank you.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a car 8/5/2021 and before my first car note I had to put it in the shop and paid half the repair ****. The same day the repair shop brought the car to me, the car needed to be fixed for a different problem, I didn't have to pay. I month later I had to take it back to repair shop for third problem. I asked the dealers can they put me into another car, they said it would be hard and I'll have to put down a significant down payment then I'll be upside down with the vehicle. I have a warranty for engine parts, but I'll have to pay out of pocket. I gave the car back to them because I don't want to pay repairs for a car I just purchased under four months. I'll willing to pay for another car, but the dealers won't help me.

  Business response

  12/03/2021

  We at Smith Motors **** of Hammond would like to offer our sincere apologies for the inconvenience you have experienced with your 2014 Chevrolet Malibu since your purchase back on August 5, 2021. We understand that buying a vehicle is a big purchase, and we appreciate you providing us the opportunity to earn and maintain your business. We understand your frustration and want to ensure you are completely satisfied with your purchase and service.
  
  When your vehicle was brought in recently, it was discovered that there were codes present and the cause was a faulty battery. We have since replaced the battery in your vehicle and covered the cost of the tow in to the shop in full with no cost to you. We hope this fully resolves your claim and concerns. Thank you again for choosing Smith Motors **** of Hammond!Tell us why here...

• Initial Complaint

  08/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It ************** name is ***********************. I was a customer at a ***** Dealership at *************************************************************************************************** on August 4, 2021. The main phone number is **************. I had several issues with my Grand Prix, I took it to UAC Auto Repair in *********** *******, UAC contracted it to Smith Chevrolet in Hammond, IN on August 4, 2021. I picked up the car on August 11, 2021, paid a total of $74.71 the documentation that I am going to send you will show the repair work that was done and that it has a 12-month or ****** miles warranty. Once I received my receipt, I drove my car five miles down the road and the engine light came back on. I then called back Smith Chevrolet to inform them that my engine light came back on. They informed me to bring the car back into the dealership. I brought the car back in on August 13, 2021, I then talked to ******, she did a diagnostic test and then she told me the ngine was due to Catalyst System Low Efficiency, I have documentation also that I am going to send. I asked her if Smith ***** could put a Catalyst Converter on my car, she told me that Smith ***** does not do Catalyst Converter. I replied and said the engine light is still on after five miles down the road why didn&#**;t you do a thorough check before you released my car back to me and charged me $741.71. Then she got her service manager, ****, they both whispered to each other, I assumed it was regarding my car. My question was why are you whispering them **** the manager, replied and said we do not do Catalyst Converters and I asked why and he said don&#**;t bring your car back here and I replied and asked if they were going to honor the work that they had done, he replied no. I asked for my ****************** said they were in the car. I left and got in my car. Hours later, I tried to get in touch with the general manager at Smith *****, could not contact him on August 16, 2021, at 9:00 a.m., I finally got in tough with the general manager, ****. He said, after I went over my complaint give him 48 hours and he would get back with me. In that time I had got in touch with **** via email, her rank is over all GM dealerships. She got back with me and told me that they would investigate me complaint. After 48 hours passed, no response. On August 23, 2021, I decided to call Smith ***** and get a follow0up from **** myself, since I did not hear from him in over a week. Once I talked with ****, he told me he did his investigation, and then he told me not to bring me car back to Smith ***** and then hung the phone up on me. Then I sent another email back to **** who is ranked over all of the GM&#**;s dealerships. Her email address is ****************** I emailed her with no avail. At this point all I want is my refund of $741.71 because they did not repair my car and they are not honoring my warranty and on to of all this other GM dealerships do repair Catalyst Converters and I had to go to another location and spend an additional $400 to install a Catalyst Converter. Therefore, I would like my $400 returned as well.

  Business response

  08/30/2021

  On August 4, the 2006 Pontiac Grand Prix was towed directly to Smith Chevrolet from *** Repair.  The *** Repair was not able to diagnosis the issues with the grand prix which had been to other places for repair to no avail .  Upon review, the following codes were pulled P0069  and B1327.  The issue indicated that a sensor had a vacuum seal attached to it that was meant to be open and exposed the air.  This would have caused the vehicle to think it was at an excessive altitude all the time.  This was repaired and an ignition coil was replaced for an engine misfire.  The check engine light cleared indicating that the two codes were resolved.  When the vehicle was brought back in on August 13, the code P0420 pulled.  This was a code for a catalyst system low efficiency.  This code is unrelated to the repairs that were performed.  It is possible that after several ignition cycles additional codes would come on after the vehicle ran its self test.   None of the codes were directly related to the repairs performed by Smith Chevrolet.   

   

  Smith Chevrolet was contacted by GM and it reviewed the repairs and supports the decisions and work performed by the dealership.  

  Customer response

  09/01/2021

   I am rejecting this response because: First of all I want to say when I received my car with no engine light on from the dealership I drove only five miles in the engine light reappeared this was never several cycles of the engine this is only one time of the engine and then put on the expressway for 5 miles they never test drove this car second of all they never mentioned that they're not honoring my warranty they also didn't mention that they were rude to me and hung up which was the general manager **** this experience was not customer first this was basically we fixed your car we charge you $741.71 we did not test drive it so no engine light would come back on again this is appalling and pathetic from a big corporation like this all I would like back is my money please because I do not have a warranty you told me do not bring the car back to your location so if that part breaks down that you put in and I spent $741.71 cents you are seeing you not responsible for because you told me I cannot bring the car back you misdiagnosed the problem because you did not test drive this car after work you done on it I would like to have a refund in addition of the $400 I spent to have the converter installed. No one picks up a car at a dealership and drives 5 miles and the engine light reappears and the company that's responsible for this is ***** so since you do not want to honor my warranty you did not repair my car correctly and diagnose it correctly I would like to have a refund ASAP
  
  
  

  Business response

  09/01/2021

  The second check engine light is unrelated to the repairs that we performed.  The vehicle had several issues.  The converter issue was not discoverable until the air flow issue was resolved.  After it was resolved, the second unrelated issue presented its self.  The parts are warranted on the air flow repair and ignition coil through GM.  The parts on that repair have a 12 month and ***** miles warranty through any GM store.

  Customer response

  09/02/2021

   I am rejecting this response because: this response to GM is unsatisfactory. 1st you responded and said my one year or ************************* was good at any GM store my question is is it good at your GM location in Hammond because I was told from the management department which was **** in charge of service said I could not bring my car back there I want to bring my car back to your location is that a yes or no respond please and second of all I'm still is not satisfied I want my money back you didn't perform the job correctly the engine light came on Five Mile after I left your service department once again do you test drive your vehicle once you said you repair them and my case no I want my $741.71 back plus my $400 for me to go have my car fixed at another location I never knew a major dealership respond as you have responded to me some backyard mechanic yes but a major dealership this is awful you have no customer Savvy whatsoever you not trying to please the customer
  
  
  

  Business response

  09/03/2021

  Unfortunately, given the gravity of the escalation of language and the things that were said, we would prefer that you take your vehicle to another location for future repairs.  The good thing is that you have a GM warranty on the parts that were replaced for ***** miles or 12 months which ever occurs first. 

  Again, the second check engine light was unrelated to the repairs that were performed.  We repaired something that another location (of which we have no way of knowing where it was incorrectly repaired as this was the first time to our dealership) had previously repaired incorrectly.  Had the repairs not been preformed properly, the check engine light of the converter would not have come on (as it was not on from the beginning).  Therefore, we repaired your vehicle properly and are not willing to reimburse you.  The vehicle had multiple issues in order to be repaired to full operating capacity.  ***** times, you have to fix one thing to find additional problems.  Had the conversation not escalated, we could have explored subletting the converter, as that is a repair that we do not typically perform. 

  Unfortunately,  at this time it is not possible to continue the business relationship.  

*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. ↩