Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/15/2024- Vechicle(2011 Chevrolet Equinox) to smith Automotive for diagnostic due to loss of power . Was told it would be $45 for diagnostic 10/17/2024- was told engine replacement was best option for repair and was quoted $2,500 for engine with $4,100 for final price 10/21/2024- My aunt(****** ******) stopped to see if repairs had started, was notified then of $1000 downpayment which she made via check (cleared Oct. 28) Then was told of $71.88 balance for diagnostic after writing check. 10/22/2024- Price increase from $45 to $71.88 in which I was told by receptionist that diagnostic is based on 1/2 hour increments for $45. None of which I was aware of when previously quoted. 10/23/2024 -11/03/2024- made various calls to Smith Automotive with no answer, no callback, or no updates on vehicle 11/04/2024- received a call saying my vehicle was ready for pickup and that the price has increased by $1000+ due to catalytic converters. Replaced them without my consent. I test drove my vehicle and within 5 miles the check engine light was on. 11/05/2024-no call was received nor did they answer my calls. 11/062024- Received call that car was ready. Asked to see receipts for motor, converters, and all other things purchased for my vehicle which I was denied. Was told my old motor has to be kept for core charge which I wasnt informed of before, and that if I didnt want to pay for converters that he would just take them off. After voicing my concerns and informing him of operating procedures he tried to discount me the $71 service fee for diagnostic; which I refused. Paid invoice in full via check and credit card; price, $4,289.81 totaling $5,289.81 with deposit. The check was written for ******** 11/06/24 and has not cleared as of 12/10/2024 No credentials or prices for any service.

  

  Business Response

  Date: 01/23/2025

  To whom it may concern on 10/15/24 ******* ***** came into Smith Automotive of Reidsville. Mr. ***** stated the vehicle had a check engine light on with a code of P0300 which indicated misfires and also had code for the catalytic converter. Mr. ***** stated that he himself had replaced the spark plugs and ignition coils, but that it had not fixed the vehicles problem. He stated after his repairs, the vehicle still had a check engine light on, that the vehicle was still running rough, and that it had a lot of reduced power. To reference this you can see image #1 which is the initial job ticket with the customer's concerns when the vehicle was initially brought to Smith Automotive of Reidsville. 
  After thoroughly checking the vehicle, I ******* Smith found the vehicle had a bad blow by and the timing change was stuck. Mr. ***** was immediately contacted in regards to my findings and I advised Mr. ***** to replace the engine. Mr. ***** stated he wanted a quote for what it would cost to replace the engine. Therefore, Mr. ***** was asked if he wanted a re-manufactured or used engine and he decided he wanted a quote on a used engine. I immediately started looking for an engine and found 2 engines with different miles. Mr. ***** decided he wanted to go with the engine that had the fewest miles and the quote for that specific engine he chose was $4119.50. To reference the two quotes I verbally provided to Mr. ***** you can see image #2. 
  At that time Mr. ***** was told he had a bill of $71.88 with tax for the diagnosis and that it was a one time payment. Mr. ***** stated that he was fine with the amount. In addition to this, Mr. ***** was also made aware that if he decided to fix the vehicle there would have to be a $1000.000 down payment which would go towards the used engine before beginning repairs. Mr. ***** agreed to the terms and stated that his aunt would stop by on his behalf to pay for the diagnosis of $71.88 and the $1,000 down payment to begin repairs. 
  On 10/21/24 Mrs. ****** stopped by stating she was making the down payment of $1000.00 for Mr. ****** However, Mr. ***** did not make her aware that he had an outstanding balance of $71.88 for the diagnosis because she did not know why I was charging $71.88. My Office manager made Ms. ****** aware of the charges and why we were charging Mr. ***** that amount. Ms. ****** proceeded to make a phone call to Mr. ***** and soon after she agreed to pay for the diagnosis and the $1000.00 down payment. To reference this information see image #3 and #4. 
  I ordered the engine and began tearing down the vehicle. I received the engine and began installing. A few days later Mr. ***** stopped by to just get an update on the vehicle. I personally spoke to him and told him we were still working on the vehicle and that vehicle needed catalytic converters. Mr. ***** then proceeded to say that it was fine and even suggested replacing other parts like a water pump and anything that was needed. In addition to this, he told me to do what I had to do to get him right and shook my hand. Once I got done installing the engine and the catalytic converters I took the vehicle for a test drive and the vehicle had no power. Therefore, I decided to pull the vehicle back into the shop to figure out why this was. Ater checking the vehicle again, I found that the timing chain was out of time by one tooth. I proceeded to contact the engine provider for replacement. Soon after Mr. ***** stopped by again and was informed of what was going on/progress. The engine provider sent me a second engine and I replaced the 1st used engine with the one that the provider sent me. Once I was done installing the second engine I test drove the vehicle and the vehicle had power and everything seemed okay. My office manager contacted Mr. ***** to let him know the vehicle was ready. Mr. ***** came in and was given the key so that he could test drive the vehicle before payment. Mr. ***** drove the vehicle for about 30 minutes. After returning, Mr. ***** stated the check engine light was on. I told Mr. ***** I would have to scan/check the vehicle again. After scanning the vehicle, the vehicle pulled a code of P0017 for variable valve timing. Completed repair and called Mr. ***** 11/04/24 with the remaining total of $4,269.81 after the $1000.00 (ck#****) deposit. See image #5 for invoice of repair. Image #5 contains a breakdown of what all Mr. ***** was charged for. 
  Also, to whom it may concern, I took a loss on the second engine that was installed. To reference this see image #7. Nothing that is on repair order #***** was charged to Mr. ****** 
  Mr. ***** and Ms. ****** stopped by on 11/06/24 to pay off the remaining balance. At pickup Mr. ***** stated he wanted his old engine back. I explained to Mr. ***** that the engine provider needs a core back and if they receive no core there would be an additional charge. Customer became upset, stating he did not know that. However, I was never made aware that Mr. ***** wanted to keep the old engine until 11/06/24. In most cases I always send the core back to the company that is providing the engine. Mr. ***** then proceeded to ask for the receipts of what I had paid (my cost) for parts. In response to his request, I politely declined because I was already providing him with the prices on repair order #***** which Mr. ***** and Ms. ****** signed. Mr. ***** and Ms. ****** claimed they did not know why I was charging the $71.88 when we explained multiple times that the charge was the diagnostic fee from the beginning. Therefore, I offered to refund Mr. ***** the $71.88, but Mr. ***** declined. Ms. ****** stated that they were going to pay in full and that this is what she did for a living. I was not sure what that meant at that time. However, I proceeded to apologize for any misunderstanding there could have been at the time. I always remained respectful towards Mr. ***** and Ms. ******* However, Ms. ****** did state that we would be hearing from her. At the time, I had two customers in my waiting room that heard the entire conversation. In the complaint Mr. ***** claims he did not receive any calls or updates regarding the vehicle. However, I have recordings of Mr. ***** when he stopped by multiple times to check in on his vehicle and every time he was given an update. I also personally spoke to him over the phone multiple times and he never raised any concerns or questions until 11/06/24 which is the day he picked up.   
  In addition to this, the total bill did come out to $5269.81. After Ms. ****** made the $1000.00 down payment the remaining balance was $4269.81. On 11/06/24 Mr. ***** and Ms. ****** paid $1,269.81 via check #**** and $3000.00 via credit card. To reference this you can see images #5 and #6. Mr. ***** received a copy of exactly what is on image #5 and #6.