Complaints

This profile includes complaints for Smail Auto Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Smail Auto Group

  5110 US-30 Greensburg, PA 15601

• 

  Smail Auto Group

  PO Box 1200 Greensburg, PA 15601-5200

• 

  Smail Auto Group

  5037 Route 30 Greensburg, PA 15601

• 

  Smail Auto Group

  5043 U.S. 30 GREENSBURG, PA 15601

• 

  Smail Auto Group

  PO Box 1840 Greensburg, PA 15601-6840

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:11/25/2024

  Type:Product 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.

  I purchased a used car from them on 9/23/24. I founded 2 things wrong before it left the lot. The salesman said they would get it back in and take care of it. 1 was the sun shade for sun roof and 1 a storage compartment lid didn't stay open. Took it home had for a week or so till I put a tow hitch on it and found the left rear shock leaking fluid and the driver side window lookes like it has air bubble between layers of glass right at edge. They called to schedule to get it in. From time I bought and they picked it up was 24 days. They had it for 29 days I emailed multiple times call and left message no answer the warranty company called asking questions since policy less then month old. Smail finally called back to get their loaner car back told me only fixing the sun shade and the leaking shock is ok. They have to order parts and take my car back. My boss owns and operates a PA inspection station and I googled it they both say a leaky shock fails state inspection. How can they sell a car that fails inspection and broke parts never disclosing problems warranty company should not have to pay it should be on the dealership for not fixing before selling car I'm not concerned with the storage lid and window but they should be required to fi the shock

  Business Response

  Date: 12/12/2024

  We did inspect ****** ****** vehicle and was advised that the vehicle did pass PA state inspection, however we are trying to make contact with the customer to get his complaint resolved and repaired in regards to the shock.  

• Initial Complaint

  Date:10/05/2024

  Type:Delivery 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.

  If I could give this place a zero star review I would. I paid cash for a 2020 CLA-250 May of 2023. I purchased and an extended warranty and a tire/rim warranty. At the end of May of 2024, I took my vehicle in to get it inspected. Knowing there was NOTHING wrong with my car because I had someone else do a pre inspection to make sure it would pass. (After 4 hours of waiting on a scheduled appointment.) I was in total shock after being told that the right front headlight was broken (the brackets). They gave me an estimate to replace it of $2700.00. I have pictures that show the suppose of damage, which looks like a screwdriver, pomped it out of place. I called my auto insurance to see if they would cover it. They said yes but once their estimate came back, it was only going to cost $800.00 and something to replace the brackets. With my Mother having a stroke a few months earlier, I just didn't want to waste my time anymore. I traded my car in @ a ********** dealership near where I live on June 10th. 2024. I have contacted ***** **** in the finance department for a refund of my remaining warranty $3400.00 and $1800.00 on June 23rd, 2024. He told me he got all my information on the 24th. Then I spoke to ***** again on July 5th, he told me that the check was in the mail. I gave it a few more weeks. Then called them back at the end of July and he told me the same thing again. At the end of August I called him back again and he told me I should have gotten my check by now. I told him that I still haven't received it. ***** said he would check into it. On September 23rd, I called him back to find out what is going on. ***** said that they wrote out a new check and it was mailed out the Friday or the Monday before I called. Oct 4th, and I still haven't received my check. I called the district manager and left a voice mail explaining the situation and I still haven't heard back.

  Business Response

  Date: 10/21/2024

  I apologize for the experience you had at Bud Smail Motorcars and the mis commutations. Bud Smail Motorcars cancelled the extended warranty on June 23rd, unfortunately we have to wait on their end to process the cancellation and send us a check. Attached I did send you the check that we sent you and I see you cashed it on October 10th. I am sorry for the delay unfortunately warranty companies can take their good old time.
  Your tire/rim warranty is through safeFlight. I contacted them on Friday October 18th to receive an update and your claim is still in process. But what I did for you today, October 21st, I wrote you a check from Smail Auto group for the tire/rim warranty, so you no longer have to wait to receive the check. Then SafeFlight will reimburse Bud Smail Motorcars  
  Again, I apologize for the experience we strive for 100% satisfaction, and I am sorry we let you down, unfortunately our hands were tied. But we have resolved the issue. 
  
  If you need anything at all in the future, please feel free to reach out to me  
  Sincerely,  
  ******* Smail-*********  
  Bud Smail Motorcars 
  General Manager 
  ************* 
  

• Initial Complaint

  Date:09/26/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  About a week ago, I left a review on ****** regarding Smail Auto in **********. After I left the review about a day or so later the owner wrote and I quote the manager will contact you. A week and a half later still no call back. This is so unprofessional, at this point what I want isnt the manager to call me, I want the owner of this dealership to contact me.

• Initial Complaint

  Date:08/06/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  On 7/15/2024 I purchased a 2022 Subaru Forester at full sticker price. After taking possession of the vehicle I noticed that the owners manual was missing so I had to find info on how to use the various technology online. The main feature I was interested in learning about was the remote start function. I found that a series of button pushes on the key fob would actuate this feature if it was installed as a dealer option. I could not get it to work and notified the salesman at Smail. He replied that it was an option with Subaru Starlink Concierge service at a monthly fee. The owners manual was finally provided 10 days after the sale and I was able to verify that the remote start is a feature that would have been installed at the Subaru dealership. The Smail sticker for this preowned vehicle clearly lists remote start as installed equipment. I forwarded a copy of the sticker to the salesman and informed him that I expected this feature when I purchased the vehicle. The last message I received from him was on 7/26/2024 in which he told me that the sales manage was on vacation and he would try to rectify this when he returned. Since then there has been no information provided. As I paid full sticker price for this vehicle I believe it is totally reasonable to expect the advertised features to be included.

  Business Response

  Date: 08/09/2024

  To whom it may concern,
  
  
  We have researched Mr. ********* concern and found that the vehicle in question did not come equipped from the factory with a remote start system. Unfortunately, the third-party company that we use to generate our descriptions and window stickers on used vehicles sometimes pulls equipment that were either options, or monthly services such as Subarus Starlink service for remote start. Sadly, this displays on the window sticker in a way that would make it seem that the vehicle did indeed have a remote start system. We wanted Mr. ******* to know that in know way were we trying to mislead, or misrepresent the vehicle in question to earn his business and that this was simply an error in technology. That being said, Smail Automotive feels it is the right thing to go ahead and see what would entail having a Subaru remote start system installed on his vehicle and accept responsibility for this typographical error. We have tried to reach out to Mr. ******* in order to get this scheduled in with the local Subaru dealer and waiting to hear back.  If there are any more questions or concerns, please let us know
  
  
  Regards, 
  
  

  Jeffrey * S****

  Smail Auto Group

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

  Customer Answer

  Date: 08/13/2024

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  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.

  I understand that there was an error made in the description of the vehicle and that there was no intent to defraud or mislead any buyer. We all make mistakes. Mr S**** and team provided a solution to this error which demonstrates their commitment to ethical behavior and reinforces an overall outstanding reputation.  

  Regards,
  
  **** *******

• Initial Complaint

  Date:07/12/2024

  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.

  I took my 2016 Kia Cadenza in for a fuse recall. When I handed them the keys to my car it ran perfectly. They gave it back to me with the software crashed. My screen did not work. Not radio, no blue tooth, clock was wrong, gas mileage went up 50 miles, trunk would not open. They’ve had my car for a whole week to work on it and say it was a coincidence and bad timing that the main head on the software went bad. And the trunk not opening was because of a low battery. Which all of this is completely false and excuses not to fix my car and put the blame on me. When you take your car in for a recall you expect to get your car back in the same condition as when you drove into the shop. NOT WORSE!! And then hear all kinds of excuses that it wasn’t their fault.

  Business Response

  Date: 07/23/2024

  The customer brought there vehicle back in, verified concern and will have faulty part replaced at no cost.  

   

   

• Initial Complaint

  Date:06/17/2024

  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.

  On or about May 15, 2024 I purchased a Buick at Smail Auto Group. The price I was told was $29,000 plus. I informed them that I was quoted $27,300. The person writing out the request called the sales manager and it was agreed I was correct. A pink slip was issued. As I was going over the vehicle the manager came over and told me the price was wrong. He stated he was on the telephone and didn't really look it over. I informed him I had a pick slip in my hand which he then tore out of my hand and ripped up. In doing so he caused a small cut on my thumb. The state police I called. While I was outside waiting, the manager approached me and stated that he was going to charge me with fraud for giving the wrong price. I am 72 years old and stand at 5' 4". He was much younger and well over six foot. Not knowing what to do I accepted his offer of splitting the difference, paying a $ 1,000 more and canceled the police. I know I should have filed charges but I was just intimated and gave up. The next day I called GM to file a complaint. Nothing was heard until further emails I stated I would call the BBB. To that GM stated the problem was solved internally. Asking what is internally I received no other reply. Thus nothing was really done I believe.

  Business Response

  Date: 07/09/2024

  To Whom this may concern,

   

  The dispute in question is simple. The price the customer said he was quoted was indeed never quoted. When we discovered the error, it was corrected. The state police questioned both parties and did not feel the need to file a report as the customer agreed to the deal in the presence of the state police.  

   

  Please feel free to reach out to me with any questions.

   

  Jeff S****

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

  Customer Answer

  Date: 07/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   
  Regards,
  
  *** *******

  Customer Answer

  Date: 07/16/2024

  *** ******:
  
  
  I feel that my complaint was dropped unjustly.  I could respond to what Smail Auto had stated.  Their statement is full of falsehoods.  They never talked to the police.  When someone over  6 foot tall threatens someone 72 years old and 5'4" that they are going to charge them with fraud, I called back on my cell phone and canceled the police.  I really wish that I would have stood my ground and allowed the police to come to the scene..  I had a pink slip that they tore up.  What were my thoughts in a room with four men threatening me.  My hand was also bleeding from when they tore the pink slip out of my hand.  What else were they going to do to me.  All I wanted to do was get out of there.  They never explained the car's functions and just case me aside.  I feel I should be able to answer all of their reply which I couldn't do.  Yes I should have let the police come and my fault I didn't.  I have never been so threatened in all of my life.  Four against one yelling in a small room.
  
  It would be a little hard to file police charges now.  In addition there were four of them verses me and I am sure they all have the same testimony. 
  
  I know that you are not going to do anything, again because it is me against four.  But I write because I feel bad I didn't have the guts to stand up to them.  That is my fault not yours.
  
  *** *******

  
  

• Initial Complaint

  Date:04/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I bought my car from smail mazda jan 20th, a brand new cx90. on march 28th the car wouldn’t move out of park. I called mazda customer service and they told me to have it towed to the dealership . it took 3 calls and 3 different towing companies to figure out how to tow it but it finally got towed and arrive at the dealership service department 9 pm thursday march 28th . Friday morning at 9 am I got an automated text that the service department was working on my vehicle. I called around 1 pm to get an update .. the girl transferred me to chris the service manager voicemail and i left a message to call me and let me know what was wrong with my car . I never got a call back . around 3 pm I was busy at work so I told my husband to call to get update. he called and chris told him they could not figure out how to get the vehicle in the shop yet . saturday march 30th I called at noon to see if they figured it out yet .. the girl I talked to alicia said that the tech who was working on my car friday wasn’t there today but they thought it was a communication / electrical issue but she can’t give me any more info until monday. On monday I called april 1 at 8 am and they said that the car still hasn’t been able to get in the shop ? it was alicia and i told her to please have someone call me today with an update . as of 1 pm no one called me so i called back and asked for a manager and they put me on with chris. he said they were getting ready to get the car in the shop now to see what’s wrong with it so it was there 4 days without being looked at. the next day tuesday april 2 3:45 pm chris called me and told me they changed the battery but it didn’t fix anything. then they discovered a rodent had chewed wires. he said the battery was coverer under warranty but the 4 hours of labor to fix wires wasn’t so we are up to 750 dollars but it’s still not completely fixed. he suggested I call my car insurance to see if it’s covered. i contact my insurance they said it is covered but i have a high deductible. they told me to ask mazda if the wires were coated in peanut oil or made with soy ingredients as this often attracts rodents … i called chris and left. a message at smail wednesday 1 pm and thursday 1:30 pm asking this no one has returned my calls !! in 5 days . i called mazda customer service today and they called smail and said chris said they are swamped and too busy to call me !!!! and a suggested i try to call back later !

  Business Response

  Date: 04/22/2024

  Ownership got involved, spoke with customer and resolved issue.   Spoke to customer on 4/22/24 and the customer is satisfied.   We repaired her vehicle at no cost.   

  Customer Answer

  Date: 04/22/2024

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  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. 
  
  Regards,
  
  **** ****

• Initial Complaint

  Date:03/28/2024

  Type:Sales and Advertising 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.

  3/27/24, 4:30 PM, Mazda Sales Department refused to sell me a new 2024 Mazda. Nature of dispute: Deceptive practices, lies. The Smail Sales Department refused to sell me a new 2024 Mazda CX5. WHY? Because I refused to let the car dealership see my original driver's license. I gave J. D. G*****, salesman a photo copy, back and front of my driver's license, I was told by Mr. G***** that he needed to see my original driver's license "which is not required" to buy a vehicle. I made arrangements with my car insurance company and financial institution to insurance the 2024 Mazda. I was preapproved through my own bank. I was stereo typed and told that I could be a terrorist because of the color of my skin. I was told that the car dealership would be breaking the law if they sell me a car without seeing my driver's license, it's manditory to show driver's license, and that the dealership could lose their license. Which is a lie. I'm a 72 year old Vietnam Veteran who fought for American during the 1960's.

  Business Response

  Date: 04/12/2024

  
  We have reviewed the information provided by the BBB and believe there to be some inaccuracies. First, the Consumer (Consumer) was in communication with one of our salespersons for a few weeks prior to the event in question under a fictitious name. We consider this an irregularity and cause for concern. The Federal trade commission Red Flag Rules requires many businesses and organizations to implement a written identity theft prevention program designed to detect warning signs, or red flags, to identity theft in their day-to-day operations. We take this very seriously at the Smail organization. 

  There was clear communication between Consumer and Smail Automotive where both parties negotiated a price of $34,000 for the purchase of the vehicle. When Consumer arrived on location to complete the paperwork, our salesperson requested for him to make a copy of his driver license. This is a required practice at Smail Automative, consistently applied. Consumer provided a wrinkled copy of the front of a driver's license out of his wallet. All the pertinent information was lined out with a black sharpie. Consumer had crossed out the effective date, expiration date, and Id number on the license. The id copy was also so wrinkled that the salesperson was having a hard time making sure it was Consumer's actual id. The salesperson provided the information to a business manager and sales manager to review. Upon their review, it was determined that a more legible copy was required. The salesperson requested Consumer's original documents so that we could obtain more legible information. Consumer refused to provide any id or insurance for the dealership to properly title and register the vehicle for him. The salesperson informed Consumer that without any of the aforementioned information we could not process the vehicle transaction. 

  At Smail Automotive, the policy is the same for every customer, which is to collect the proper documents needed to complete a vehicle transaction required by the state of Pennsylvania. We have attached a screenshot of PennDOT's requirements to purchase and register a new vehicle. 

  We would like to wish Consumer well in the future, but we are unable to do business at this time. 
  

  
  

  Customer Answer

  Date: 04/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There is no law that says, you need a driver's license to buy a car or insurance.  Why is Bud Smail Mazda, Greensburg collecting personnel infromation?  Is it being used for fraudulant active?, maybe the State Attorney General's  Office should be investiagting my complaint. I gave the car salesman a photo copy of my drivier's license, and my car insurance company's phone number to call.  The car delearship backed out of a contract, where I come from that's called a breach of contract and bad faith. The Bud Smail Mazda Dealership should be embrassed for not wanting to sell a vehicle to a War Veteran.  I hope all you veterans are reading my review. 

  Regards,

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

• Initial Complaint

  Date:10/10/2023

  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.

  July 24, 2023 @ 3:59pm: I called and made an appt made for service for July 31st @ 7:00am (Appt made over phone with “John”) related to an engine light issue on my 2010 Honda Ridgeline. I dropped the vehicle off on Sunday July 30th & filled out an envelope, drop box used. (Business was closed Sunday). My vehicle wasn't even look at for my scheduled appt. and sat all day in their lot for some unknown reason and ultimately had to be left for days afterwards. The contact (Vinny G*****) as well as the technician working on my vehicle “Shane” later and ultimately related that the following codes were thrown relating to the misfires: P0300, P0304, P0305, P0306 in all cylinders and that a PCM (Power Control Module) would correct the issues. I ultimately agreed to and spent $400 for a used PCM and the part was installed. Vehicle problems still continued approximately three days later. Thus, part did not fix my vehicle as I was told it would. I ended up spending $943.21 ($400) of which was for the PCM part. I want my $400 back as the PCM part did not fix the related issues etc. I understand time is money and labor costs etc. I already paid the total due. I tried to correct this issue directly through Smail Auto Group by sending letters directly to two owners (Jeff & Mark) as well as also speaking with a Mr. Frank S*****.  Mr. S***** related that he would speak with the "Bosses" about this and get back to me. That was on September 12, 2023. As of today 10/10/23, I still have not received any call, text email response from Mr. S***** or anyone else. I just want my $400 back for the part that I purchased and was told again would fix-correct the related issues etc. Smail Auto (Mark-Jeff SMAIL) Mr. S***** all think that its ok to blow a customer off and not have the decency to get back to a customer like I was told they would. Not good customer service! I guess the customer isn't always right...?

  Business Response

  Date: 10/19/2023

  To Whom It May Concern,
  
                On July 31, 2023, Mr. ******* brought his 2010 Honda Ridgeline to Smail Honda with the concern of the check engine light flashing on and off sporadically.  The customer also provided a copy of the issues and repairs with the vehicle made at another Honda dealership leading up to the service visit at Smail Honda.  The most recent visit to Valley Honda on June 27th through the 30th, where the vehicle had spark plugs replaced and a valve adjustment performed.  This resulted in the check engine light staying off for approximately 3 weeks before coming back on and off intermittently.
  
                 When the vehicle arrived at Smail Honda the morning of July 31st the check engine light was on solid.  The technician first performed an engine diagnostic test where a code was produced for random misfires in cylinders 4, 5 and 6.  The technician reviewed the data again after a road test was performed.  All the data indicated a PCM failure. 
  
                  At this time one of our top technicians called Mr. ******* to review all the data with him.  The technician was very honest with Mr. ******* by saying that the replacement of the PCM may not solve the entire problem, it was a place for them to start.  The customer stated that he understood but was concerned about spending the $1,910.72 to only “possibly” fix the issue.  The technician offered the option of sourcing out to find a used PCM for half the cost.  Mr. ******* seemed pleased with this idea and agreed to have the used PCM replaced for the cost of $943.21.  The technician completed the repair and performed a road test where no check engine light, or misfires were present.  The customer left with the vehicle. 
  
                  Approximately 3 days later we received a call from Mr. ******* stating that the check engine light was back on.  The advisor he spoke with advised that he return to the dealership with the vehicle.  Mr. ******* requested that he be given a loaner vehicle to drive as well as the diagnostic charge be waived.  The advisor stated that he had to clear this with his manager that he was not able to authorize that request.  Unfortunately, the advisor (that is no longer employed by Smail Auto Group) never did follow up with Mr. *******. 
  
                 Mr. ******* wrote a letter to Smail Honda’s dealer principal notifying him of his experiences and frustrations.  This letter was passed on to the Honda service manager to contact the customer.  When the service manager spoke with Mr. *******, he apologized for his concern not being addressed and offered to provide the loaner vehicle and wave the diagnostic charge as requested.  That is when Mr. ******* informed him that he had traded his 2010 Honda Ridgeline for a new vehicle, but he would like to have $489.82 refunded to him for the repair. 
  
                The service manager explained that he could not refund the customer for the work performed because he approved the repair knowing that the vehicle could require additional repairs. 
  
  
  
  Frank S*****
  Smail Honda Service Manager
  ###-###-####

   

  Attached is also a signed copy of the response. 

  Customer Answer

  Date: 10/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  To whom it may concern,

  
  This correspondence is in reference to the response by-from Smail Auto Group -Frank S***** “Service Manager.”  (10/19/23).  As such…
  I reject their response to “Resolve this matter” as their/ his response offers nothing to do so!

  
  I also want it on record that Mr. S***** is a LIAR!  I spoke directly with him regarding this matter (After I mailed two letters to Smail Honda’s “dealer principal”) and he only offered me an oil change-maintenance package.  I declined his offer.  Mr. S***** asked what I wanted to make this somewhat right and end it.  I said, “A refund of some sort.”  I also said I don’t expect the total of $943.21 back but I do and what some type of money refunded as the installed part did not correct the issues.  Mr. S***** said “I’ll have to ask the bosses about that. As he did not have the authority to authorize that.  But “Either way, I’ll get back to you with an answer.” Which he never did!

  
  Mr. S***** relates in his letter that their “Top Technician” called me to review all the data relating to the diagnostic test (i.e., PCM failure.)  That’s a lie as it wasn’t the top technician that called me, it was Vinny G***** who called and related the data to me second hand.  I asked to speak with the technician directly as it was evident that Vinny didn’t know what he was talking about. When I spoke with the technician (Shane?)  He explained the data to me and said it was his belief that the PCM was defective.  

  
  Mr. S***** is referencing in his response letter almost everything that I told him and documented to BBB in my original complaint.  Especially my going to Valley Honda prior to Smail Auto.  Valley Honda was at least upfront and honest with me in that the tune up-spark plug and valve adjustment may not correct the engine light issue. That it is just a starting point and other work/ parts etc. may have to be done to correct the issues. I spent almost $700.00 there ultimately. 

  
  Vinny G***** (I may be misspelling) NEVER TOLD me nor did SHANE (technician) that the used PCM part MAY NOT FIX the engine light issues.  Shane was very polite and upfront in saying to me via telephone that he thinks the PCM was the issue and would even try to find me a used PCM to keep costs down.  I have no issues with Shane as he was nice and helpful throughout this.  I now have an issue with Mr. S***** as he is not being honest. 

  
  I never told anyone (especially Mr. S*****) or gave a specific price of $489.82 as the used PCM part that was installed cost only $400.00 as per the invoice. There is a price of $489.82 directly above the $400.00 figure of which I referenced in our conversation but had no clue what it was in reference to?   I also never said I wanted a specific amount back.  I only stated that I wanted some type of money refunded.  

  
  Mr. S*****s version of parts of our conversation are at times fictional at best.  Mr. S***** also related in our phone conversation that he does not have the authority to make that decision and will have to “Run it by the bosses.”  That either way He’ll get back to me with an answer.”  WHICH HE NEVER DID! Mr. S***** also states in his letter that he explained to me that he could not refund the customer (Me) for the work performed because I approved the repair knowing that the vehicle could require additional repairs. THAT IS AN OUTRIGHT LIE! 

  
  It’s somewhat ironic that the advisor (Vinny G*****) who according to Mr. S*****s response letter never did follow up with me /that I spoke with in the early stage of this matter, is no longer employed by Smail Auto Group. However, Mr. S*****, who did the exact thing in not getting back to me is the individual responding to this complaint.  It’s also unreal that both Jeff and Mark (Smail Honda’s dealer principal.”) Also NEVER responded to my direct letter(s) that I sent to them.  Mr. S*****s response letter contains lies and does nothing to resolve this matter.  His letter tries to place the onus & blame on me/the customer which is disgusting. 
  
  ***** *******
  10-19-23  
  

  
  

  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:08/22/2023

  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.

  On December 28, 2022, I purchased my 2015 Hyundai Sonata. Toward the end of January (about a month later), I noticed the car used too much oil and was near empty, so I put the correct oil in my car according to the owner manual. On February 13, 2023, I just picked my son up from school and my car went into "limp mode." I live across the street from Bryan's Automotive. He was nice enough to read the code on my car which read "P1326." The car was the towed to Mike Camlin Hyundai. I called Smail Automotive to tell them that the car they sold me was a bad car. They basically said that there wasn't much they could do, but they were nice enough to reimburse me the rental car cost. I was not reimbursed the tow cost. Mike Camlin Hyundai performed the 953 recall on the car (which should have been done prior to the car being sold to me). I declined the oil consumption test at the time to try synthetic oil. Bryan's Auto performed an oil change for me with the proper synthetic oil. However, the car was still using too much oil. I then scheduled an oil consumption test with Autoland Hyundai in Uniontown. They are very backed up due to a large volume of work. We were able to get the test started on July 9, 2023. The car engine died on me August 7, 2023. I had the car towed to Autoland Hyundai. They can not repair the car until September at the earliest. In the meantime, I have no car to get to work. I had frequent correspondences with Smail. I was assured on August 21, 2023 that I would be taken care of. Received a voice message on August 22, 2023 that there was nothing they can do to help me, not even a loaner car. Had I known the car was bad, I wouldn't have bought it. You buy a car with the expectation that it works. It doesn't.

  Business Response

  Date: 09/18/2023

  The vehicle that Mr. ***** purchased was safety and quality inspected on 12/20/2022 by a certified ASE mechanic and Acura master technician, replacing all items needed to pass PA state inspection. At that time no oil consumption problems were reported, and no check engine light codes were on. The vehicle was delivered on 12/28/2022 again with no issues. Mr ***** contacted me about a month later with concerns of a check engine light on, I explained to him that the vehicle was purchased As-Is there was very little we could do, but we would help out as much as possible, We advised Mr. ***** he purchased an extended service contract on the Hyundai and that there may be warranty coverage on the engine being that Hyundai and Kia have some extended warranty coverage. I advised him to take it to a Hyundai dealer for diagnosis. The dealer wasn't able to fit him in immediately, so Smail Auto reimbursed Mr. ***** the cost of a rental car during his waiting period, being the vehicle was purchased less than a month prior it was a goodwill reimbursement. Following the repair of an update to the Hyundai, no correspondence followed. It wasn't until 8 months later we received a phone call that Mr. *****'s engine had failed, again we reminded him that he purchased the vehicle as-is and was very little if not anything we could do at this point being that he does not have warranty coverage. He contacted a Hyundai dealer and they could not get him in for a few weeks, he requested a rental car again and based on the time passed since he had purchased his vehicle and having no warranty coverage we had to decline. The vehicle had been in Mr. *****'s possession for over 8 months and 10000 miles. Smail Automotive feels being that the car was purchased as is, we have no binding responsibility to cover any rental or repairs to the vehicle, this was noted at the point of sale when the As-Is purchase agreement was executed. Mr. *****'s complaint stems from not being able to have his car looked at for an extended period of time, his complaint would be better suited for the service dept at the dealer that isn't able to look at his car for over a month. He has rental coverage on his extended service contract once the vehicle is diagnosed. 
  
  
  
  
  Jeffery M***** 
  General Sales Manager

  Customer Answer

  Date: 09/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  1. Hyundai Update 953 was not performed on the vehicle, a required safety recall that was out at the time. Mike Camlin Hyundai performed the update about a month after I bought the car, the same time the car experienced its first mishap.

  2. My extended warranty will not cover a rental car at this moment. They will only provide a rental car while the car has been diagnosed with the problem and actually being worked on. The warranty did not, and would not, cover a rental car during the one month waiting period before the car would be diagnosed and worked on. That is what the warranty company stated.
  

  Basically, I’m paying a monthly payment on a car that I haven’t used since August 8th, a car that has had issues since buying it. If the situation is going to come down to a customer signing an “as is” form, then future buyers should be cautioned that a lemon can be easily sold to them by Smail with zero worry for accountability by the dealer.

  
  Regards,
  
  **** *****