ComplaintsforCarSmart Inc.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10-19-23: 2019 *** X1 was taken to Carsmart via tow due to a busted tire. A call was made by me prior to see if they serviced ***s. It was confirmed by *** that they service ***s. *** took the vehicle when we arrived. When I picked up my vehicle around 10-25-23, my windshield was cracked. Carsmart claimed no responsibility though the car was in their care. 11-14-23 - ******************* ******* to inform him about the windshield. He blew me off. I continued having issues with my vehicle after Carsmart claimed to have fixed the tires (they damaged the swivel bearings and bent the struts). I had to take the car back to Carsmart because they did not properly fix my car the first time. While replacing the struts, they were bent and damaged. I had to take my vehicle to Plaza *** in February after Carsmart mishandled my car again with not properly fixing what they damaged the first time. I reached out to management to inform them about what they mishandled but to no avail. I sent over the paperwork from *** requesting management to contact me, but to no avail. I sent the video the them from *** so they knew exactly what they had damaged. They damaged the swivel bearings, struts and rotors. Because of the cracked windshield, my entire calibrating system and cameras are not functioning. I again tried to resolve this by calling and emailing to speak with management but to no avail. Carsmart caused undue damages to my vehicle, attempted to cover their mistakes causing more damage. Because they were ignoring my calls and emails, I had to take the vehicle to *** where I paid more money to have the damages caused by Carsmart fixed.In total I paid Carsmart $5,378.82 from October to February.In total I paid Plaza *** $2,350.52 My car is currently back in the shop due to damages created by Carsmart - all receipts are attached with damages that were not fixed or fixed incorrectly (which caused more damage). I am currently without transportation.

  

  Business response

  06/12/2024

  Sorry for the delay.  I just received the complaint on 6/11/24.  I did not receive any prior BBB correspondence.  I will give this my immediate attention and respond SAP.

  Thank you

  ***

  

  Business response

  06/12/2024

  The *** arrived initially on 10/11/23 on a tow truck after substantial damage on left front from a very hard impact.  We made repairs as documented. After quality control road testing the vehicle was released to the customer with no issues.  Note there was no indication of a crack in the windshield as described.  Due to the intense impact and cold weather it is possible that a break had begun and further diving caused the impact to spyder.  The vehicle was driven for approximately 4 weeks and 1200 miles with no concerns.

  
  The *** arrived om 11/21/23 on a tow truck after a second  impact on the right side.  We replace 2 tires.

  
  The *** returned 1/17/2024 and we found a broken retainer that was part of the 10/11/2023 repair.  We could not determine if this was caused by the 11/21 accident.  We made the needed repairs with no cost to the customer. 

  
  The results of 2 serious impacts to the front suspension of this vehicle have obviously caused unforeseen damages. 

  Customer response

  06/20/2024

  I have not received communication prior to this. Please forward me any communication that was sent as I was unable to respond due tothe communication not being received. 

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2008 Toyota Rav 4 and a warranty with this company. I had a transfer case was originally installed in 2021. I have had multiple issues with it. When I got my oil change, I was told my transfer case was leaking. They kept my car for 2 weeks and stated they fixed it. I just had my car maintenance done at another shop. They told me the transfer case was leaking again and that the gasket on there was missing. I had to pay to have this taken care of by another shop. Carsmart did reimburse me but again, this is a nuisance to have to keep taking it back to them. I also was told by the other shop that it looked like it was done intentionally. I have had enough with Carsmart and would like to get out of this warranty.  They charged me for a deductible and another part they didn't fix.  The warranty company wants Carsmart to refund them for the parts they purchased.  Altogether, I had to pay $522.98 to Carsmart for the deductible and repair.  I want them to refund that money.   I took the car to two repair shops and was told the part was not fixed. 

  

  Business response

  04/11/2022

  May of 2021 we replaced the transfer case that was covered under her extended service policy.  Her out of packet deductible was $159.26.  She had additional repairs at that time in The amount of $363.72.  We did not see the vehicle again until March of 2022 when we found the transfer case was defective.  We gave her the use of a courtesy car to use, while we located the part and replaced it, at no cost to her except the gas she used.  The issue referred to as “intentional” was simply a drain plug gasket that was not sealing properly.  We refunded her the money she spent to fix this $26.39. 

  Customer response

  04/18/2022

  Complaint: ********
  
  I am rejecting this response because: I would like out of the warranty.  
  
  
  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. ↩