ComplaintsforAutoSmart Preowned

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I will say I was in a rush to find a vehicle because my motor blew up in my ******* I am a single mother of 2 children that i take care of all on my own. One of which is special needs and I begged them to please put me in a car that was not going to break down because of my kids my job and the fact that I was out of town stranded at my mother's. They put me in a 2015 ****** legacy it was nice and looked clean. I test drove it with no problems. However the problem showed the very NEXT day after purchase. We drove back to my mother's and went to drive the next day to get the title out of the old car to give to them and the check engine light comes on cars revving high I have the traction control light on the at oil temp on and the brake light on. I'm on the side of the road calling and calling them because I'm too scared to drive it seeing as I drove it 3 minutes and it started doing this. We kept calling and getting the run around stating there's nothing they could do cause they didn't do the "sale". They had no care that I was on the side of the road with my autistic son. I risked taking it back to my mother's again. While STILL calling we talk to an assistant manager who tells us well you liked the car here and you have no warranty (I purchased the warranty) so there's nothing they can do. After I say I purchased the warranty they tell me well take it to a mechanic theres nothing they can do. I just got it the day before! How is there NOTHING YOU CAN DO!? I am highly disappointed in how they acted and treated us. They knew that car wasn't sound and sold it anyways. I even asked them to make sure that the car was topped off with all fluids however when we checked the anti freeze was completely empty and looked like there was only water in it before!

  Business response

  07/16/2024

  We sincerely apologize that we have not exceeded the customer's expectations for an exceptional experience before, during or after the sale. Our management team has contacted the customer and have identified the concerns. We have made arrangements to assist the customer with a ********************** loaner while repairs are made, and handle the service contract administration to expedite the repairs and contract coverage. With the cooperation of the customer, we feel we will make up for our shortcomings, and make the best of this frustrating situation. 

  Customer response

  07/17/2024

   
  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. They have definitely been trying to make it right and have given me a car so I can get back home to be able to take care of the things I need to. Thank you for making it right.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband and I went to a "liquidation" sale at a typically empty lot ( a satellite type car co.) that borrow a license from Hamler / Auto Smart And the Sales Kid making all these promises ie: We can get ya no payment for six months, we're gonna "give" you 15, 000 and you can pay off your other vehicle so you only have the one payment.. Never ever were we told the word "loan" only "give" So while **** the Kid was on our phones signing us up! We're assuming this was for the ONE loan... Untill at home much later my husband is getting notifications that payments are due. By Dignify. Had we known that the money they were " giving" us was a loan/s we would have walked out! We had clearly stated that we wanted our payment to be around the 386. Right now with truck payment and two loans five thousand each our payment equals out to a thousand dollars a month approximately. . And now we are unable to pay off other vehicle ( keeping that money they didn't " give" us in the bank as we're trying to get a response/ resolution

  Business response

  05/10/2024

  "We sincerely apologize for any inconvenience you've experienced. At AutoSmart LLC, we value your feedback and are committed to resolving any issues promptly. Please allow us the opportunity to address your concerns directly. Our team is here to assist you and ensure your satisfaction. Thank you for bringing this to our attention, and we look forward to making things right for you."

  Customer response

  05/14/2024

  
  Complaint: ********
  
  I am rejecting this response because: we have spoken to several different people/ management from the company with no response or resolve as of yet, they don't call back when they say they will, we have to keep calling?!?!

  They already Know we have no tag, no title, and nothing has been addressed?!?!

  You'd think we would here from the owner, the customer shouldn't have to chase them down, you would think they would be chasing the customer down to make it right?!?!
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  05/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They came and rented a building in Mansfield Ohio and we seen all the used cars. We stopped and took a look. We found a van since we were pregnant with our second baby we figured we would get a bigger suv because we needed room for a wagon. We took a week trying to decide if we wanted the vehicle. They over charged us for a car by 15k. They also never told us about the accidents it was in when we specifically asked if it had been in accidents. They said they have proof of our signatures on a carfax but they NEVER showed us a carfax we are 99 percent sure they forged our signature on papers we never saw. We were only suppose to pay 33k for this car and we are paying 46k we also put down 3000 for a down payment that they PUT on as we “owed” when that was our down payment and we are paying for a vehicle that can’t be sold for more then 26 thousand on a car lot, we have spoken to 2 dealerships who said they can’t sell that car for more then 26,000. They sold us a car for 20 thousand more than it is worth. They took advantage of us. And are refusing to send us all copies including originals we also found MULTIPLE other reviews after further looking of how they took advantage and done this SAME exact thing to MANY other people in the last YEAR

  Business response

  05/10/2024

  "We sincerely apologize for any inconvenience you've experienced. At AutoSmart LLC, we value your feedback and are committed to resolving any issues promptly. Please allow us the opportunity to address your concerns directly. Our team is here to assist you and ensure your satisfaction. Thank you for bringing this to our attention, and we look forward to making things right for you."

  Customer response

  05/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: we want our 3000 down payment back along with taking the van back without hurting our credit and us paying it off. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  04/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We traded a car in for a truck.. **** the salesman was told in detail what we were willing to pay....in course of the 5 hours there...**** was on our phones assuming identify of myself and my wife..we never agreed to having 3 loans for a truck.. He has since avoiding my calls and texts...I called the person who shows as salesman but also financing..he called situation creative financing.. Joe Rorick continues to stall and avoid contact ...it's been a week since we were notified of two additional loans through Dignify and told him in depth that **** assumed our identities and created these 2 extra loans We agreed to truck and price with a we owe you promissory letter...they since have our old car on lot listed 8k more then what we were given...my problem is that he won't get a hold of this guy ****... He was gonna look at footage supposedly in building but has yet to respond to anything.. I've advised him this needed a resolve as of 4-29-2024...by end of day...but no response or reply.

  Business response

  05/06/2024

  The General Manager at the Hamler dealership has spoken to customer on Saturday, May 4, 2024, and we have communicated again today, May 6, 2024. This ****er should be cleared up shortly. 

  Customer response

  05/06/2024

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

• Initial Complaint

  03/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Yesterday I purchased a truck at one of their fly by night locations. They did offer me a fair trade for my car but I have now found out they overcharged me by about $10k. However the issue is the financing. I am a disabled veteran on limited income. I told them I wanted to use my local bank for financing. They stated all of the financing companies had “about the same” apr and put me with their company at 12.9%, for 8 years. My kids have contacted the local bank and it would have been 7.7% there. They also got me for $5800 plus $400 tax for a service contract. I will be paying $79k for a used vehicle when this is all done. I am a disabled veteran who did not finish high school due to serving this country so my intelligence is limited and that is obvious when speaking with me. (My kids helped me write this as I cannot spell or do common math) . Then there’s people like this who have greatly taken advantage of me. The woman even drove with me to my house for my car title and to the bank for the deposit because she wanted to make sure I didn’t talk to anyone and back out on this terrible deal . These are not honest people and they do not care at all about ripping off senior citizens!! They convince the elderly to sign deals before they can review it with family because they know exactly what they are doing. Any company who cons a war veteran who sacrificed his life and lost a limb for them is beyond disgusting!!

  Business response

  04/09/2024

  [BBB Transcription via Phone]

  The matter has been resolved. 

• Initial Complaint

  10/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Senior citizen coerced into terrible deal through tent sale. After family review contacted dealer GM *************************. Asked to return truck and declined. Sale price $9000 over value and should have never been approved. Actual income $2300/month social security. Dealer gm admitted over phone $4000 recorded on credit app which is not what customer stated. Inflated income to get approval. Service contract and gap declined but were added to documents for signing anyways. After sale received numerous declines from banks. ****** stated wait 6 months and refinance for payment reduction which wont be possible. . Removed service contract and gap and still cannot refinance through credit union due to well over 120% of actual value. Took over a month and a half to get the dealer to send check to bank after contract cancellation to update payoff. Multiple phone calls and texts to cancel contract and receive refund. Multiple calls and texts to receive memo title over a month after sale. Promised $2000 cash back (not stated in writing anywhere in docs) took over a month and multiple calls and texts. Seems they had no intention in actually doing so. The bank should not have approved this with actual income and proof of income. Back up camera needs replaced, driver window functions poorly, using 4wd button on interior. Contacted owner and co owner of dealership for last chance as resolution before starting this process. Gave 48 hours for reply and no response. Informed owner AG will be notified if no reply. Price gouging, senior abuse, financial fraud, misleading information/process. Want to return truck, cancel financing, and receive $792 first payment back. I am receiving guidance and assistance from my son who I give full permission to assist.

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4/26/23 Purchased 2013 Chevy Equinox. Attached is a full statement. 6/19 called with concerns with the car. Talked to ***** first and asked to speak with a mgr but wasn’t willing to help. Called Hamler location, owner wasn't in so we spoke with ***, Ops Mgr. *** had ***** call us whos the GM and runs Defiance location. Issues include: car shutting off while @60mph, with no warning. Check engine light on, the car running sluggish, misfiring, and jerking. Airbag service light on, muffler not attached. Door hinges badly damaged causing the door to shake. Oil change light on, Need an alignment. 6/24 Took the car to the defiance per *****. Tech said lots of codes 1 being timing chain. Tech removed the intake, oil spilled out. Informed that the throttle body was extremely dirty. Said they'd replace intake sensor and camshaft exhaust actuators. ***** said he couldn’t get parts from AutoZone and tech was going to clean sensors, do oil change, and remount exhaust. ***** said he would order the parts needed that week. Expressed concern that I was worried about leaving with my car due to being *****ed and it not getting fixed. He said send him an email with everything I want done and what they did today and he would send it to *** and that they want to fix the issue as we haven’t had car long. 6/4 Check engine light back on, same issues as before. No response from ***** via phone/email. 6/6 Called/emailed again. 6/15 Exhaust fumes coming through vents causing bad smell and safety concerns. Reached out via email/phone. Attempted to speak with the Owner, ***, and ***** with zero communication back. Spoke with sales lady from the Hamler location who expressed getting the car checked by someone else. Eventually told we need to speak to their lawyer and they were no longer going to communicate with us. 8/3 ****** in BG did a full diagnostics and inspection. They found serious safety issues and engine damage resulting in $18,000+ in repairs. All documents I have will be attached.

  Business response

  09/08/2023

  Working on trying to trade the customer out of the vehicle .   

• Initial Complaint

  08/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The business sold me a car without telling me that it had structural damage. I signed a contract with them March 29th saying that if they put $2,620 towards my auto loan that I would keep that information to myself. However I never received the money nor did my bank. When I try to call and email them no one ever tells me what is going on, the person I need to talk to is never there. My emails are never responded too.

  Business response

  08/31/2023

  In reference to this complaint.  It was agreed that we would send Wells Fargo a check for $2620 to offset the diminished value of her vehicle.  It was also agreed that we would advise her bank to apply this said amount toward the principal as per her request.   Attached please find the canceled check sent to Wells Fargo.  This is proof that we did exactly as promised.

   

   

• Initial Complaint

  05/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Bought car on 4/21. Car was said to be okay. Took car to auto repai and they found this damage. Will cost between25-30,000 to repair. I want out of this vehicle not safe for my children or me to be in and now I do not have a SAFE OR RELIABLE vehicle to get my kids to doctor’s appointments school and to work.

  Business response

  05/17/2023

  Attached please find the vehicle service inspection report showing the vehicle passed the safety inspection and was serviced and road ready.

  Also we always provide a copy of the carfax.  Also attached.  Please note the customer signed the last page acknowledging receipt of the carfax.

  The vehicle shows it had a minor to moderate accident as stated on the front page of the carfax.   There are no known defects affecting the safety of this vehicle to our knowledge.

  Please reach out if you have further questions

  Regards

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

   

   

   

   

  Business response

  05/22/2023

  After further review, it appears that the vehicle was in a minor accident.  You were presented with a carfax in which you signed.  The vehicle was safety checked in our service center with no known issues found.  A body shop might find some cosmetics on a used car, but it does not make it unsafe.   If you are completely unhappy ...please reach out to our Hamler Store and we'll trade you out of it...However we will not unwind the deal.  We will do our best to find you something different.   

  *** *******

  AutoSmart LLC

   

• Initial Complaint

  04/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On April 20, 2023 auto smart did an unapproved hard pulled of my credit. I noticed because I have an alert that shows up. it's listed as a hard pull on that date. I permitted a soft pull only to see my credit score the previous evening. The next day I found the hard pull on my credit report after I received an alert.

  Business response

  05/22/2023

  Our records indicate that Ms ***** stopped into one of our automotive event sales near Mansfield.  She authorized us to check her credit, we don't pull credit just to check credit, it is with the intentions of an automotive purchase by the consumer.  We don't do soft pulls.  We did not sell Ms ***** a vehicle.    No other credit checks were made by lenders on her behalf

   

  Thank you

   

  *** *******

  AutoSmart LLC

  Customer response

  05/23/2023

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