ComplaintsforSmart Buy Car Sales

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a finance a truck and I had it by 4 months and my head the head gasket went out on it so I've been trying to get in touch with the business to ask can I get another product or to take it up to a dinner shop to get my car repaired

  Business response

  06/14/2024

  Dear *****,
  
  We acknowledge your recent complaint regarding the vehicle purchased from our dealership on 1/18/2024. As outlined in the purchase agreement, the car was sold "as is" without any dealership warranty. This means that, at the time of sale, the vehicle did not come with any warranty coverage from our dealership.
  
  However, it is important to note that you do have an extended warranty through GWC Warranty. This extended warranty provides coverage for 36 months or ****** miles, whichever comes first. We recommend reviewing the terms and conditions of your extended warranty and contacting GWC Warranty for assistance with any covered issues.
  
  If you need any further information or assistance, please do not hesitate to reach out to us.
  
  Sincerely,  
  ***************************
  Customer Service 
  **********************
  ************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to this location to purchase a vehicle. They told me I could look at a vehicle but they could not sell it to me until they perform some repairs. They then sold me the vehicle stating that I could purchase it now and then return for them to repair it. After the purchase of the vehicle they then stated it was bought &#**;as is&#**; and they would not perform these repairs. My check engine light came on and I brought the vehicle back to them and they would not work on it. It took several trips for them to try to fix issues but the steering column cover.

  Business response

  05/23/2024

  Please return the vehicle back to the dealership and you will get full refund we will contact the finance company and cancel the loan . sorry for your inconvenience .

  Customer response

  05/23/2024

  Complaint: 21751461
  
  I am rejecting this response because:

  she doesn't think it is legal for them to ask for the car back because she filed a complaint on them.  She would like to get the car and process the loan.

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

• Initial Complaint

  05/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On May 7 2021 I bought a 2019 dodge charger for *********. I financed the vehicle. Both windows had severe damage but car did fine on test drive. Upon seeing some of the disclosures I asked if vehicle had been wreaked and owner stated it hadn't. Owner provided safety inspection but no temp tags. Within two days the check engine light appeared. I took it to be diagnosed and get emission on may 13. Shop said it had been wreaked tampered with and had many issues. Also that the car wouldn't pass safety and emission in its condition. I immediately went to the dealership and asked to return the car as it's unfit for the road. Owner of car lot refused. Unsure how he obtained the safety inspection as it must be fraudulent so I will be sending it to the financial company and hope I get out of this loan

  Business response

  05/14/2024

  Dear *******************,
  Thank you for bringing your concerns to our attention through the Better Business Bureau.

  We take all customer feedback seriously and aim to address any issues promptly and effectively.

  
  Upon reviewing your complaint, we understand that you are dissatisfied with the condition of the 2019 Dodge Charger you purchased from our dealership. We empathize with your frustration, but it's important to clarify certain aspects of your purchase:
  Firstly, we would like to remind you that the vehicle was sold to you "as is," meaning it was purchased with all faults and without any warranty, expressed or implied. This is a standard practice for many used car transactions. We do offer extended warranty options for our customers' peace of mind, but we respect your decision to decline this additional coverage.
  Additionally, we want to highlight that during the purchasing process, you were given the opportunity to have the vehicle inspected by our service shop to assess its condition further. Unfortunately, you chose not to avail yourself of this service.
  We regret any confusion or dissatisfaction you may have experienced, and we apologize for any inconvenience this situation has caused you. Please know that we are committed to resolving this matter to the best of our abilities.
  If you have any further questions or concerns, please don't hesitate to reach out to us directly. We value your business and appreciate the opportunity to address your feedback.
  Sincerely,

  SmartBuy

  Customer service team

  Customer response

  06/18/2024

  May 7 2024. I bought a 2019dodge charger for ********* . Sales lied about disclosures I signed stating that every purchase required those documents. I inquired if vehicle had been an any accidents and he lied and said no. 24 hours after owning car check engine light came. They wiped the dash lights to make it pass safety which there was other issues that should of made it fail the safety test . Also won't pass emission. Can't drive or license car without spending another ********. Car is badly damaged and dangerous to drive from prior major wreak. ****** refuses to cooperate with me.

  Business response

  06/18/2024

  Date: June 18, 2024

  
  To Whom It May ********************* have received the complaint filed by *********************** regarding their purchase of a 2019 Dodge Charger on May 7, 2024, from our dealership. We take such matters seriously and appreciate the opportunity to respond to the allegations made.

  The customer claims that they were misled into signing disclosure documents. It is standard procedure at our dealership to require all customers to sign these documents to ensure transparency and compliance with state regulations. These documents outline the terms of the sale, including the "as-is" condition of the vehicle and the option to purchase an extended warranty. We regret if there was any misunderstanding, but all documents were signed voluntarily by the customer.

  The customer inquired about the vehicle's accident history, and it was disclosed that the vehicle had been in a prior accident. This information was provided based on the data available in our vehicle history report from reputable services like Carfax and AutoCheck. We strive to be transparent about such information to help customers make informed decisions.

  The customer reported a check engine light within 24 hours of purchase. We encourage all customers to contact us immediately if they experience any issues post-purchase. Our records do not show any service appointment request or communication from the customer regarding this issue. We would have been willing to inspect and address any concerns had we been notified promptly.

  It is concerning to hear that the customer feels we have not cooperated. Our goal is to ensure every customer is satisfied with their purchase. We encourage the customer to reach out directly to our management team to resolve these issues amicably.
  

  
  We value our customers and strive to maintain the highest standards of service and integrity. We are committed to resolving this matter to the customer's satisfaction and invite them to contact us at their earliest convenience.
  Sincerely,
  **************************;
  Customer service 

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

  Customer response

  06/20/2024

  Complaint: 21706678
  
  I am rejecting this  response because: I specifically asked if car had been involved in an accident at time of purchase and was told it had not. That documents were standard and Every person buying a vehicle there are required to sign these. After the check engine light came on I went to the dealership and asked to resolve the issue and was met with no corporation. I even asked for all disclosures and documents signed at time of purchase and the dealership refuse to provide me with copies. 

  
  

  Also the safety inspection was fraudulently obtained as car currently fails. In fact car fails emission as well. I can even get plates on this badly damaged, unsafe vehicle 

  
  

  Sincerely,

  
  

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

  Business response

  06/24/2024

  Dear Colamn,
  Thank you for reaching out to us and sharing your concerns about your recent vehicle purchase.

  I sincerely apologize for the issues you've encountered and understand the frustration this has caused. I want to assure you that we take your feedback seriously and are committed to resolving this matter promptly.

  To assist you further and ensure we address all your concerns comprehensively, I kindly ask that you please reach out to our dealership directly. This will allow us to gather all necessary details and work towards a solution that meets your expectations.
  Please contact us at your earliest convenience so that we can discuss the specifics of your situation and begin the process of addressing any issues related to the vehicle's history, documentation, and current condition.

  Our goal is to ensure your complete satisfaction with your purchase and our service.
  I appreciate your patience and understanding in this matter. We value your business and look forward to assisting you promptly.
  Best regards,
  **************************;
  Customer Service Team
  *****************************
  ************
  
  
  
  
  

  
  

  Customer response

  06/26/2024

  Complaint: 21706678
  
  I am rejecting this response because:
  
  
  I'm not interested in fixing this car.  I don't trust you or your mechanic to do even  an oil change. Please send an offer to buy the car back or a date to return it . I haven't been driving it, and  Won't be. It's in the excatly the same condition it was when i pulled off the lot. 
  Sincerely,
  
  ***********************

• Initial Complaint

  03/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 2/27/24 I purchased a car. I gave them $6000 in cash. He put a warranty on the vehicle. He said he finished the paperwork. I spoke with the warranty company, I had 30 days to void the warranty. The opted out right away. The warranty company said to go back to the dealership to sign some papers saying I do not want the warranty. The warranty company sent the money back to the dealership back to him electronically. I did sign the papers at the dealership. They returned $3000 back to the dealership. He said he will refund the money. We spoke with the loan company. They said they have nothing to do with it. They said it is between me, the warranty company and the dealership. He has not returned our money to us yet. I confirmed with the warranty company that the money was sent to him.

  Business response

  03/12/2024

  Subject: Response to Refund Inquiry Regarding Car Warranty
  Dear *****************************,
  Thank you for reaching out to us regarding your recent inquiry about the refund for the warranty you opted out of on your car purchase.
  We apologize for any inconvenience you've experienced in this matter and want to assure you that we are actively working to resolve it as quickly as possible. Upon receiving confirmation from the warranty company that the refund has been processed and sent to us electronically, we initiated the necessary steps to facilitate the refund back to you.
  Our records indicate that you have signed the paperwork at our dealership confirming your decision to void the warranty. However, we understand the importance of promptly returning your funds to you, and we are diligently following up on the status of the refund.
  Rest assured that your refund of $3000 is being processed, and we expect it to be issued to you shortly. We sincerely apologize for any delay or confusion in this process and appreciate your patience and understanding.
  If you have any further questions or concerns, please don't hesitate to contact us directly. We value your business and are committed to ensuring your satisfaction with our services.
  Thank you for choosing SmartBuy of ***************
  Sincerely,
  ***************************

  Customer Service Team

  ********************** of **************

  Business response

  03/12/2024

  attached is email from warranty company showing that refund processing up to 10 business days to have that refund back on the account used to pay for the contract.

  Business response

  03/18/2024

  attached copy of full refund check for warranty cancelation 

• Initial Complaint

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a car from and two days later my check engine light came on. I spoke with my finance company for my car and told them what was going on and they then spoke with the car dealership and they stated they would fix the issue and to give them a call. I called th car dealership and they stated they would fix the car and gave me a phone number to their auto repair shop and make an appointment to fix the car. I called the repair shop and no one answered so I left a message. I few days went by and no one ever responded. Again I gave the dealership another call and they said they will make sure the repair shop gives me a call. No one ever contacted me. Eventually I went up there and finally got them to give me the correct phone number of the repair shop. I took my car up there and they quoted my $1399 to fix my car. I advised them that the car dealership stated they would be taking car of it. Then there was some back and forth between the auto repair and the dealer and he said he wasn’t going to cover it when they stated they would. Also I was top of that they said they would give me a call when my title was ready. They never called me and I had to register my car so I gave them a call and they said there was a problem with my title. I get up to the dealership and the man was on the couch sleeping. They then told me they put someone else’s name on my title and never told me about the mistake waited until the last minute. They gave me the run around about he whole situation was very nonchalant and didn’t even apologize for their mistake. I just want my car to be fixed like they stated they would.

  Business response

  05/09/2023

  Dear ******,
  I want to take this opportunity to thank you for expressing your concerns regarding your experience with your used vehicle.
  Please allow us to sincerely apologize for any frustration that you may have experienced in your attempts to resolve this matter, and we thank you for your patience.
  
  
  According to your statement of the concerned such as:
  Issue with your vehicle after purchase ;
  According to our dealership records , customer purchased the vehicle from the dealership without any dealership warranty (SOLD AS IS) , however customer has a warranty (service contract) through a third party please refer to contract with lender for warranty details . We informed the customer that to find any shop that have availability in the area since the warranty company works with any repair shop.
  If you have any questions, please feel free to contact SmartBuy St. Louis location at###-###-####.
  
  As always, we appreciate your business.
  
  Best Regards,
  Your Customer Service Team

  Customer response

  05/10/2023

  Complaint: ********
  
  I am rejecting this response because:

  The repair shop stated warranty does not cover  repair. After contacting my finance company they contacted my dealership and the dealership stated they would fix the issue with their repair shop no cost to me since I only had the car for two days at the time. They are reneging on their deal when they stated they would fix it with no cost to me.
  
  Sincerely,
  
  ***** ******

  Business response

  05/11/2023

  Unfortunately we already responded to the issue and we already explained that the customer is responsible for repairs after purchasing the used vehicle .

• Initial Complaint

  01/30/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Purchased a car from them and paper work all has different dates. So had to buy the car then pay the full payment 2 weeks later.. Also buying the car they were suppose to put a radiator in it but did not. They added stop leak to it causing the radiator and water pump to go out so I have to pay $1300 to have it fixed. I cant get the car registered because they never gave me the title to do so.

  Business response

  02/16/2023

  Tell us why here...Dear *****,
  I want to take this opportunity to thank you for expressing your concerns regarding your experience with your used vehicle.
  Please allow us to sincerely apologize for any frustration that you may have experienced in your attempts to resolve this matter, and we thank you for your patience.
  
  
  According to your statement of the concerned such as:
  Issue with your vehicle after purchase ;
  According to our dealership records , customer purchased the vehicle from the dealership without any dealership warranty (SOLD AS IS) , however customer has a warranty (service contract) through a third party please refer to contract with lender for warranty details . We informed the customer that to find any shop that have availability in the area since the warranty company works with any repair shop.
  If you have any questions, please feel free to contact SmartBuy ******** location at314-736-6995.
  
  As always, we appreciate your business.
  
  Best Regards,
  Your Customer Service Team

  Customer response

  02/17/2023

  Complaint: 18952390
  
  I am rejecting this response because:
  
  I do not agree with Smart Buy response. They know I only have a power train warranty that is covering engine and transmission repair only. The day I bought the car they lied about putting in a radiator causing all of this. When I had the thermostat changed there was stop leak all on it. I still have the upper radiator hose with tape on it. But now I have to pay $1400 for a water pump, $560 Carnote, and $200 insurance. Then Ill have to pay for a ride back and forth to work for a week while the shop put a water pump in the timing chain. They also changed the dates up on my paper work. I have all the proof. Can somebody please help.
  
  Sincerely,
  
  ***********************

  Business response

  02/17/2023

  Dear *****,
  I want to take this opportunity to thank you for expressing your concerns regarding your experience with your used vehicle.
  Please allow us to sincerely apologize for any frustration that you may have experienced in your attempts to resolve this matter, and we thank you for your patience.
  
  
  According to your statement of the concerned such as:
  Issue with your vehicle after purchase ;
  According to our dealership records , customer purchased the vehicle from the dealership without any dealership warranty (SOLD AS IS) , however customer has a warranty (service contract) through a third party please refer to contract with lender for warranty details . We informed the customer that to find any shop that have availability in the area since the warranty company works with any repair shop.
  If you have any questions, please feel free to contact SmartBuy ******** location at ************
  .
  
  As always, we appreciate your business.
  
  Best Regards,
  Your Customer Service Team

  Customer response

  02/22/2023

  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.
  
  Sincerely,
  
  ***********************

  Customer response

  02/22/2023

  I do not agree. That carlot cant sign people up for a ****** contract on a vehicle then rig it up to sale it. I will just contact a lawyer because I have proof they changed paper work around as well as pouring stop leak in the car to avoid repairs.
  

• Initial Complaint

  11/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/21/22, I purchased a 2017 Hyundai Elantra from this company. When I was driving it off the lot, the driver and passenger side seat belts were defective. I went back to the dealership and they told me to leave it there and they would fix it. I came back and they told me it was fixed. They did not replace the seat belts. The back door and the gas opening will not open. The right passenger blinker doesn't work properly. The tire maintenance light keeps coming on and the airbag light will not go off. When I turn on the car, it drives fine but when I slow down, the car cuts off. I have to turn it off, take the key out and turn it back on to make it work. They keep saying they will fix it, but they haven't.  Somehow it passed the safety inspection. 

  Business response

  12/01/2022

  Dear *****,
  I want to take this opportunity to thank you for expressing your concerns regarding your experience with your used vehicle.
  Please allow us to sincerely apologize for any frustration that you may have experienced in your attempts to resolve this matter, and we thank you for your patience.
  
  
  According to your statement of the concerned such as:
  Issue with your vehicle after purchase ;
  According to our dealership records , customer purchased the vehicle from the dealership without any dealership warranty (SOLD AS IS) , however customer has a warranty (service contract) through a third party “please refer to contract with lender for warranty details “. We informed the customer that to find any shop that have availability in the area since the warranty company works with any repair shop.
  If you have any questions, please feel free to contact SmartBuy St Louis location at ************
  .
  
  As always, we appreciate your business.
  
  Best Regards,
  Your Customer Service Team

  Customer response

  12/05/2022

  Complaint: ********
  
  I am rejecting this response because: I was not aware of the issues the vehicle had. When I purchased the Vehicle on August 20th, 2022, I noticed the passenger and driver seatbelts were defective and would not fully function, vehicle had the airbag light on, along with a tire pressure light and a  tire maintenance light. I was told the vehicle had passed the Missouri safety and emissions inspections but I feel unsafe and uncomfortable driving the vehicle knowing that it has all these defective issues and/or lights on the dashboard display monitor. I did not drive the car until the following Monday, I had mentioned to one of their sales reps that the car had the airbag light, and defective seatbelts. The sales representative for Smart Buy noticed the issues and told me he was going to send the car across the street to ******* of St louis to get the issues resolved. That following Monday, on  August 22, 2022 I was told the car was ready and noticed that the Airbag light was still on the dashboard display and immediately saw that they had taken off the passenger seatbelt completely. I told the SmartBuy Sales rep of the issue and he told me he would fix the issue. A few weeks later, I started to encounter more issues with the vehicle that almost caused me to get into severe auto accidents along the highway. The vehicle started to malfunction, it would completely shut off when I started to press on the brake pedal. It seems like the car loses power and shuts off completely, to get the car to run again I would need to pull to the side of the road and completely turn off the car and restart it all over. I talked to Smart Buy of this issue and said that they could have ******* of St louis look at the vehicle. I took the car to the place that they told me to take to get it looked at on or around September 22nd, 2022, ******* did not look at my car until October 22nd,2022. . I experienced bad customer service at ******* and remember the receptionist told me off and told me "We'll get to when we get to it" in a rude manner. When they finally looked at my car after being at the mechanic for so long they got the passenger seat belt installed, and then experienced issues getting the airbag light resolved. They called me and said that the airbag module on the vehicle was defective and had to be replaced. ******* also replaced another part on the vehicle to try and fix the problem I originally took the car in for. ******* recently returned the vehicle to me and said they will call me when they have airbag module ready to be installed on October 28th, 2022 or around that time frame, I have not heard back from them since then. The vehicle is still having issues when I operate it, the engine light came on and it is making feel like there could be more issues with the car that I am not aware about. I had not had the time to get the car registered with the State of Missouri due to going through this situation and experiencing the issues with the car. In order for me to get the vehicle registered, I would need to retake the Missouri Inspections to be able to get the car registered with the state; the current inspections recently expired. I have a strong feeling that this vehicle is not able to pass these inspections due to all these issues that it currently has. The issues that this car has are issues that have been occurring ever since I first bought the vehicle on August 20th, 2022, which making come up with the conclusion that the Missouri Safety and Emissions inspection report that I received at the time I purchased the vehicle were not valid at the time that I purchased the car, to me it seems impossible for the vehicle to have passed the safety and emissions inspection if the car did not properly functioning seatbelts and/or airbag light on the dashboard display the very first day I bought the car. They refused to let me exercise my right to return the vehicle when I realized it was having issues 2 weeks after I purchased the car which would be within that 30 days return policy.  I have a copy of the invoice I received at ******* for the cost of the seatbelt installation that state the date the seat belt was installed. and sending the airbag module to be reprogrammed at facility in MA. I also have all the original documents that I received at the time of purchase. I would need to go to my Local **** or office store to scan the physical documents into my computer to send to you all. 
  
  
  
  Sincerely,
  
  ***** ****** ******

  Customer response

  01/27/2023

  1/27/2023: I haven't heard from the company.  My car got stolen last week.  I don't have the vehicle anymore. 

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a **** ******* from this company in 4/2022. The car came with an engine/transmission. A week after, there was a loud thumping noise. I reached out to them and they said that's normal. The car broke down and a belt popped. My mechanic came and found out stick that holds up the hood got stuck. They told me we should have had the vehicle checked out before purchasing. We had the vehicle fixed and now the vehicle has broken down again. The company is refusing to do anything about it.

  Business response

  08/27/2022

  Dear *****,
  I want to take this opportunity to thank you for expressing your concerns regarding your experience with your used vehicle.
  Please allow us to sincerely apologize for any frustration that you may have experienced in your attempts to resolve this matter, and we thank you for your patience.
  
  
  According to your statement of the concerned such as:
  Issue with your vehicle after purchase ;
  According to our dealership records , customer purchased the vehicle from the dealership without any dealership warranty (SOLD AS IS) , however customer has a warranty (service contract) through a third party “please refer to contract with lender for warranty details “. We informed the customer that to find any shop that have availability in the area since the warranty company works with any repair shop.
  If you have any questions, please feel free to contact SmartBuy St Louis location at ************.
  
  
  As always, we appreciate your business.
  
  Best Regards,
  Your Customer Service Team
  
  
  

• Initial Complaint

  05/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  **** signed a document agreeing to replace the vehicle’s catalytic converter within 30 days of purchase, so it would be able to pass inspection before the temp tags expired. When I brought it in for repairs, he claimed he’d ordered the wrong part and told me it would be there in about two weeks. One week later, he called me & falsely accused me of not paying my car note. During this harassing call, I inquired about the car part & he rudely informed me he was solely calling in regards to payment. Over one month later, there’s been no attempt to rectify the situation. I purchased a warranty, but that’s of no use. By the way, in the state of Missouri, it’s illegal for a dealer to sell a car that won’t pass inspection. They have a cute little arbitration clause in their contract, but they don’t seem to comprehend that only applies honest situations.

  Business response

  05/02/2022

  Dear Ms.
  I want to take this opportunity to thank you for expressing your concerns regarding your experience with your used vehicle.
  Please allow us to sincerely apologize for any frustration that you may have experienced in your attempts to resolve this matter, and we thank you for your patience.
  
  According to your statement of the concerned such as:
  Issue with your vehicle after purchase specifically check engine light came on.
  According to our dealership records , customer purchased the vehicle from the dealership without any dealership warranty (SOLD AS IS) , however customer has a warranty (service contract) through a third party “please refer to contract with lender for warranty details “. We informed the customer that to find any shop that have availability in the area since the warranty company works with any repair shop.
  If you have any questions, please feel free to contact SmartBuy St Louis location at ************.
  
  As always, we appreciate your business.
  
  
  Best Regards,
  Your Customer Service Team
  

  Customer response

  05/03/2022

  Complaint: ********
  
  I am rejecting this response because:
  The agreement was made prior to purchase. There was a document signed & I have audio recordings of the initial promise AND the phone call when I brought my car to be serviced, only to be told the wrong part was ordered and the new one would be in soon. The warranty company is fraudulent, and of no assistance. That discovery has been submitted to the attorney general as well. The next step is criminal prosecution. 
  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  04/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a car from Smart Buy Auto Sales in October. November 3 i got an oil changed. January 3 i got another oil changed February 3 i got a top off. February 25 my motor went out the shop i took it to said it wasn't any oil in the car. I have talked to **** at Smart Buy Auto Sales about 4 times. I was told i can not get another car. I need another car this is unacceptable

  Business response

  04/04/2022

  Thank you for forwarding the complaint regarding the Vehicle purchased at the SmartBuy St. Louis store located in St. Louis MO.
  In the complaint, Customer states that the Vehicle had mechanical issues days months of purchase.
  According to our records , customer has purchased warranty from third party that would cover repair. 
  We did, however, reminded the customer to check with her warranty for her coverage .
  SmartBuy appreciates the opportunity to respond to this complaint, and address customer’s concern. 
  
  Sincerely,
  SmartBuy St Louis Customer Relations 

*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. ↩