ComplaintsforJeff Schmitt Auto Group

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have leased vehicles through this Mazda dealership for the last 5 years and have consistently been given lackluster service and a constant run-around. This last episode started when I took a 2 year old leased vehicle in for scheduled service (oil change/tire rotation). Like in a bad commercial, they tell me that my vehicle needs thousands of dollars worth of work that had nothing to do with the oil change. What it amounts to is the technician drained the oil to do the oil change and forgot to fill it before he drove my car without oil. Once he realized what he had done, he lied to try and cover his tracks. First it was a known recall issue, then it was an issue that had to be escalated to technical support. Then I was told they only had so many technicians and they make more off of customer pay so since my vehicle was warrantly work, it's not considered an urgent concern. I will NEVER recommend Jeff Schmitt nor will I recommend Mazda. Oh, the best part? A 2-year-old vehicle that went in for an oil change and they won't buy me out of my last four months because they screwed my vehicle up and are absolute crooks. They've had my vehicle for almost two months with no ETR, but yet I'm still paying for a vehicle I can't drive I'm contacting the BBB as well as the Bureau of Consumer Affairs. Someone needs to know what kind of business Jay Schmitt is allowing to be ran out of his dealerships!

  Business response

  06/26/2024

  I'm sorry to hear that *** ******* is dissatisfied, but his allegations are unfounded.
  5/7/24 - the customer came in for an oil change and tire rotation, during our inspection the technician found the timing cover leaking oil (provided customer with a video evidence of the leak) Customer opted to leave the vehicle with us to complete the timing cover reseal repairs were completed on 5/14/24. 
  5/17/24 - the customer returned to service with a ticking/tapping noise coming from the engine, the technician verified the noise and performed a technical service bulletin. Per the service bulletin, the repair required the technician to replace a hydraulic lash adjuster and seals to remedy the noise. On the test drive after the bulletin was completed, the technician verified the noise was not corrected and the technician started a case with Mazda technical assistance. For clarification, the repairs performed are not a result of the technician "not adding oil to the vehicle after the oil change" and has never been discussed during our communication with the customer. 
  6/6/24 - Mazda technical assistance advised the technician to replace the cylinder head and the vehicle is actively being worked on and expected to be completed tomorrow. 
  The customer was provided with a loaner vehicle on 5/17/24 and is still currently in the loaner vehicle. 
  The customer has been updated on the status of their vehicle every 3-4 days via phone call or text, all dates and times of correspondence with the customer have been properly documented on the repair order. Actual repair time, diagnostic procedures, test drives and waiting on special order parts have all been factors for vehicle completion time. 
  
  
  I can provide evidence of all the following items if necessary.
  Video evidence of the original leak from the timing cover
  Bulletin number and Mazda case number
  Copy of repair order for handwritten days and times of phone communication with the customer 
  Text conversations with customer with updates and details of repairs

  Customer response

  06/26/2024

  
  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,
  
  *** *******

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  $1450 in work and 100% sure it's the same bumper I took it in with but because they say it isn't they refuse to fix what they were originally paid to fix. Car was drove a block and parked and then brought back to them ... we were told we had to have damaged it even know the damage on the bottom of the bumper looks and is in the same EXCACT place as it was the day we took it in to be fixed. Jeff Schmit is a major scam company! They took our & our insurance money and did a cheap and easy fix instead of actually fixing it correctly.

  Business response

  06/11/2024

  I have investigated this matter and can confirm we did in fact complete the original repair. Attached are photos of the damage that lead to the original repair, as well as photos of the new damage. They are from two separate incidents. Additionally, attached is the invoice showing our proof of purchase for the bumper that we installed as a replacement. 

  Customer response

  06/12/2024

  Those pictures are not even on the same side of the car. The car was drove 2 minutes to my house and never moved again until we brought it back to them. No damage was done. They don't even have pictures of the new bumper once it "was replaced" 

  Business response

  06/19/2024

  We would be happy for *** **** to come into our Collision Center - we can remove the bumper with her present and show her where there is a sticker that matches the invoice we've already submitted that will prove the repair was completed. We can also talk through her concerns directly, and help where we can.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We took our car here for repair as it was a preferred shop for Farmers insurance after we had a Deer strike. We had nothing but issues from the get go but i'll get to the point. After an unsuccesful attempt to pick up our car after they said it was completed we were they for our second attemp to pick up the car. We looked over the car and noticed that there was a bright red sticker that was easily seen inbetween the headlight and the grill. The employee agreed that they are supposed to remove stickers and they would get that removed as well as see if Farmers would pay for an OE headlamp. We also noticed some new damage on the A pillar. We inquired about that and they stated they would fix it. When we went to pick up the car for the 3rd time we went to drop off the rental that we had for an extended amount of time due to all the issues. Through this all Jeff Schmitt admited to use that they caused the damage on the A pillar when replacing parts. However, we noticed some not so truthfull statements by ***** their manager. She states they had the A pillar repaired while waiting to hear back from Farmers on the headlamp so since it was repaired before they heard back from FArmers she shouldn't be responsible for the extra $652 in car rentals we repaired. However, we have a save voicemail from her stating that Farmers denied the OE headlight so she would go ahead and get work started on getting the A pillar fixed. So which one is it? We have a recording from a voicemail of ***** admitting the work had not yet been completed from damage they caused but yet she is trying to say it was finished. Jeff Schmitt needs to be held responsible for the $652 car rental as they were the ones that caused the damage we were waiting to be fixed!

  Business response

  04/12/2024

  We have resolved these concerns.

  Customer response

  04/12/2024

  
  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,
  
  ****** *******

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had issues with the car since purchase. I have been reaching out for weeks about getting reimbursed for the additional options I purchased for the car bc they have not held a purpose for me and I am getting rid of the car. Upon purchase in June of 2023 I was informed all of these purchases were able to be cancelled at any time before they were exhausted. The reimbursement is based on time having the coverage and the miles the car is driven (2024 Chevy Equinox). I have made several attempts in person and on the phone to get this cancelled and still have no resolve. It has been approximately a month. I was told last Monday that I would be able to get it taken care of immediately. It has now been another week passed and still not resolved. I would like a refund for the full amount of the coverage now bc they have pushed me off to the point where it has significantly reduced the amount to be refunded.

  Business response

  04/09/2024

  We reached out to this customer and have resolved her concerns.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a $50,000 used truck from Jeff Schmit chevrolet, Dayton Ohio. Truck broke down 2 weeks after purchase . Dealership showed no concern and didn’t even want to look at it unless we paid $5,000 . All of that 2 weeks after we used every dollar we had just for the down payment. Truck is a $10-$15, 000 fix and diesel mechanic said the engine was a hack job and they patched it up so it would just sell. Looking for reimbursement or trade.

  Business response

  01/05/2024

  Thank you for your communication regarding this concern. *** ****** purchased this vehicle on 9/12/23 with 135k miles on it. Being six years old and high mileage, it was explicitly sold As-Is with No Warranty. That was explained to *** ****** multiple times and he signed off that he understood it multiple times as well. You can find those documents attached. Additionally, the UCI records are attached showing the vehicle was inspected and and repairs were performed prior to sale at an Internal cost of $3963.00. At retail prices, that would be around $5,000 in reconditioning that was performed, again prior to sale.

  This is a 6-7 year old vehicle with high mileage - maintenance and repair costs should be expected. It is unfortunate that the quote he received from another shop is such a significant amount, but it is *** ******** responsibility.

   

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want to file this dispute because the merchant did not provide me with the service, I needed instead the merchant caused more damage to the vehicle then fix the vehicle. I went in for a rattling noise on 5/22/23 to Jeff Schmitt Chevrolet for them to check the vehicle. They came to a conclusion that the car needed a new muffler and guaranteed that it would fix my issue. I got the car back on 5/26/23 and when I left the dealer, the original issue I went in for was still there and it had got worse. I went back to them, and asked for my money back or for them to find out what is really wrong with the car and fix it for free because of the amount I paid, which is $2544.44 is a lot of money. They told me that all they would be able to do is check it for free. and after they did that, they wanted to charge me another $600, so I took the car and took it to another dealer, and they checked it for me and found that there was a broken bolt in the exhaust manifold caused from jeff Schmitt working on the car previously. The new dealer tried their best to get the bolt out, but they couldn't they had to change the whole cylinder head and charged me almost $3300, and they found and fixed my issue. I contacted my credit card company in an attempt to file a dispute for the amount I paid to Jeff Schmitt and after they finished the investigation, they came to a conclusion that they couldn't get me my money back and that I should file a complaint with the Better Business Bureau.

  Business response

  07/17/2023

  On May 24th the customer came in and had a rattle that he heard. The muffler had a broken back pressure valve spring that is only available as a muffler assembly. This resolved this issue. He came back in with a rattle on June 1st and we noticed a broken exhaust manifold bolt and a loose water pump pulley. We gave him a discount on the work because we had fixed one issue but with the other squeak, rattle fixed a new one could be heard. We quoted $600.00 for both repairs. Note we were not under the hood at all to replace the muffler underneath the vehicle, so this was a separate issue. In our opinion the dealer that performed the work did not need to replace the entire cylinder head and the work should have not cost $3293.22. 

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a truck in 2020. At the time I got free oil changes for 60,000 miles. We religiously used them and had all our work done at Jeff Schmidt. In fact our last free oil change came up and it was due an oil change. We took it somewhere else and they never took possession of the truck and we were told within minutes they couldn’t do it whoever did the last oil change stripped out the bolts. We immediate called and was told we would have to talk to the service manager who basically said sorry how do we know we did it? Well because we have a sticker reminder to get our oil changed now and can’t get it done and you guys have done all the work up until now. I have two jobs and this is my sole vehicle. I am requesting they sand by there work.

  Business response

  07/11/2023

  Would love to assist you with this issue. My service manager ****** ****** has tried to reach you today in regards to your complaint. What we would like to do is arrange to pick up your vehicle from you and bring it to the shop. We then would examine the issue and get it fixed for you as well as provide one extra complimentary oil change when we bring the vehicle in. Please contact ****** ****** at ************ so we can arrange all this for you.

  Thank you,

  **** ****** - General Manager

  Customer response

  07/13/2023

  
  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,
  
  ******** * ***** ****

• Initial Complaint

  07/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The dealership has had my car since May 2 2023. I told ***(who no longer works there) that my insurance was gonna cover the repairs and I guess he took that and went ahead and ordered parts before the insurance company went out and did their estimate. The insurance won’t cover a part that he ordered and now they are making me pay a restocking fee… I have had to pay for a rental along with pay bills and take care of my 2 kids. I shouldn’t have to and can’t pay that fee….

  Business response

  07/10/2023

  Customer came in and wanted to pay for repairs.  The customer initially stated that they would be paying out of pocket for parts and repairs. After ordering the parts they decided to go with their insurance company. The insurance company did not want to use the parts that we had ordered and wanted to use aftermarket parts. The parts needed to be returned and there is a restocking fee associated with the return. We have called the customer and left a message to let them know we have gotten the restocking fee down from $913.00 to $408.56. 

  Customer response

  07/10/2023

  
  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

  07/10/2023

  
  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,
  
  ******* ******

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took car in for diagnostic. Explained to them I did not want to spend over $1000 for fixing the issues. Key stuck in ignition, no power windows and no power locks, and no right rear turn signal. They explained it was an electrical issue. They explained they would take power from HVAC system to supply power to what was lacking power. Cost of $760. I agreed. Picked up car. Less than 36 hours later, all same issues happened again, and additionally the HVAC system no longer works, won't come out of park, no turn signals at all. Was told I would have to have it towed back in for them to look at it again. I asked if they would pay to have it towed, which they refused. I asked if money could just be returned, they said no, money would not be returned, only option is for me to tow it back in and they would look at it again, which would cost me more money. Said the new issues are not related to previous issue and was working fine when i picked it up. Feel like work was done just to get it back out instead of saying it would cost more than what I was wanting to pay, and me juat being out the diagnostic fee. Now I still have no car and I'm out the $760.

  Business response

  05/01/2023

  We had the vehicle in a week ago with an electrical concern. He has had it back in his possession for a week. There is an electrical concern again. We asked that he brings it back in for us to look at it free of charge. If his new issue is related to the work that we previously had done to the vehicle we will be happy to resolve his issue free of charge. If it is related to a new issue, we would have to charge for any new problems. We are still willing to look into the issue for free once it is at the dealership. 

  Customer response

  05/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:
   
  Complaint: ********
  
  I am rejecting this response because: I have the receipt to which I picked the car up on 4-27-2023, and had explained back to them on 4-29-2023 that car had same issues, with also additional issues related exactly to what they had said they fixed. I am not paying more money to have the car towed back to them to then spend more money to fix the issues again after they stayed it was fixed the first time. I think it is a reasonable resolution to refund my original payment since issues were not fixed.
  
  Sincerely,
  
  **** ******
  Sincerely,
  
  **** ******

  Business response

  05/01/2023

  We are trying to resolve this issue for you. We need to see what is happening now is related to the original issue. If in fact what is currently happening is related to the original issue, we will fix it and reimburse you for your tow bill. We cannot just reimburse you for your repair without seeing the vehicle and determining what is actually wrong with it. 

  Customer response

  05/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: I do not trust the problem will be fixed after what has happened. I believe the dealership will make things worse. It was obviously something that they were unable to take care of after having the conversation of not wanting to spend more than $1000. I will now be at more than $1000. Job was done insufficiently. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  04/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 22 Apr 2023, i went to this dealer to buy a 2023 Mitsubishi Outlander Sport LE. At the time of signing the paperwork, I questioned why I needed Gap Insurance as I've bought several new cars and have never been told I needed this. It was explained to me by ***, the finance person, this was optional and I didn't have to take it, but removing it wouldn't lower my monthly payment. I was then told about an extended warranty. I told him I didn't want one as this is a brand new car and he said this was also optional, but removing it wouldn't lower my payment, either. He told me these were part of a "bundle" from the lender. I came into the dealership pre-approved by CapOne and was quoted a payment that was $35 less a month, and over 60 months instead of 72, so I was confused, at best. I even asked *** if these two items were free, then. He answered, "Well, essentially.' I had two people in the room with me who heard him say all of this. I was feeling kind of rushed thru the paperwork so confess I didn't see these two things until after I left the dealer with my new car. What has happened is, instead of financing the car, I've financed the car, a $917 Gap Insurance, and a $2467 extended warranty I didn't want, which added not just an extra year to my initial loan, but also another $3384 to the life of the loan. All because Tim verbally assured me taking these off wouldn't change my loan payment! Not only did adding these two things RAISE what should have been a much lower loan payment, it added ANOTHER YEAR to my loan! And I didn't even get to use the loan I was pre-approved for, I was given a loan by what *** said was "essentially" the Mitsubishi preferred lender. I can't even tell you what the interest rate is because I don't have any copies of the actual loan contract. Had it not been for the ext. warranty being added, the Gap Insurance wouldn't have been necessary.

  Business response

  04/26/2023

  Thank you for your information regarding this complaint. We have reached out to the guest and she has resigned new paperwork without the optional products. This concern is resolved at this time.

  Customer response

  05/01/2023

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

  I'm still waiting to hear back from someone regarding the mechanic who inspected my trade in. He said there was an oil leak around the (nearly new) head gasket. When I asked him to show it to me, he said, "You wouldn't be able to see it. Only I can see it." Then he slammed the hood in my face, nearly hitting me in the face. When I asked for the key to my car so I could open the hood (he locked it as he was closing the hood) he simply turned his back to me and walked away.

  There is NO oil leak anywhere in the car I traded in. I was also told by someone at the dealership that the mechanic who inspected my trade in had some kind of "connection" to the owner, thus did things like this all the time and did it with impunity as he knew he couldn't be fired. When I told my personal mechanic what i was told about an oil leak, he was floored because he said if there'd been one, he'd not only have told me, he would have seen evidence of it on the floor of the garage and/or my driveway. He also went on to say the first time he saw my car for work, it was the cleanest engine he'd ever seen in his 35 years of working on cars (I use synthetic oil).

  The mechanic's lie about there being an oil leak cost me, I firmly believe, at least $1000 on the trade, and his slamming the hood in my face like he did? What if my hand had been on the edge of the engine compartment? He was in such a rush to shut the hood, he could have seriously injured me, all in the name of money.

  Please let me know if this has been addressed and what the resolution will be.

  I feel STRONGLY the mechanic treated me the way he did because I am a woman. The misogyny is thick at this particular dealership. ** was an excellent salesman and I'd buy from him again in a heartbeat. But your mechanics and finance departments ethics leave much to be desired.

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

  Business response

  05/02/2023

  We have resolved her initial complaint, which was a misunderstanding.
  This new complaint is unfounded. There was no mechanic who "inspected her trade-in." The Sales Manager inspected the vehicle, accompanied by a Lot Porter who was present. The Sales Manager notated the following items on her vehicle: "mold on outside of vehicle, retractable top doesn't work and is leaking water, front bumper damaged, major detail needed, replaced engine is leaking oil out of valve covers."

  We do not have have Certified Mechanics inspect trade-in vehicles for valuation, as often times these appraisals are taking place outside of service hours. Our Sales Managers are trained to inspect certain items and make notes of such. 

  The term "leak" can have varying degrees of severity, from something that would be visible on the floor where a vehicle is parked, to seepage that would not make its way to the ground in any kind of volume. This vehicle is a 2009 with 170k miles on it. The overall age, miles, and condition of her vehicle dictated its value, not specifically the observance of a leak. The condition was such that we chose to send the vehicle to a wholesale auction in lieu of reconditioning it for resale.

  Regarding the hood being "slammed in her face," my team doesn't recall anything of such - but I apologize if she feels that occurred.

  Regarding misogyny, the two departments she has complained about are both managed at the corporate level by females.

  I'm unsure what she means about an employee having a "connection to the owner."

  Overall, I apologize for the way she feels things transpired, but there is no merit to this second round of complaints.

   

*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. ↩