Complaints

This profile includes complaints for Dick Smith Motors's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Dick Smith Motors

  9940 Two Notch Rd Columbia, SC 29223-4381

  
• 

  Dick Smith Motors

  7201 Garners Ferry Rd Columbia, SC 29209-2108

  
• 

  Dick Smith Motors

  3670 Fernandina Rd STE B Columbia, SC 29210-5263

  
• 

  Dick Smith Motors

  5536 Sunset Blvd Lexington, SC 29072-9262

  

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:04/21/2025

  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.

  Purchased a car at Nissian Lexington. Explained I am a single Mom with a special needs child and needed the lowest payment possible. Was deceived by Thomas B********** the financial manager who shoved a ton of warranties in my deal making it seem that they were included. He used deceptive practices and never stated that he was adding 4,828.00 onto the total cost of my vehicle. Had he mentioned this I would have automatically said no.

  Customer Answer

  Date: 04/21/2025

  I recently found out through ******** advertisement that Nissian is offering Lifetime powertrain warranty on new or used vehicles but no one ever mentioned that to me there. 

  Business Response

  Date: 04/22/2025

  After a conversation with Ms ***** on 4/21/25, we came to an agreement and sent $1000 towards the payoff on her car loan. This should satisfy this unfortunate misunderstanding. 

• Initial Complaint

  Date:03/11/2025

  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 bought a car, took it back a few times because the smoke coming out when I start the car and was told that it was nothing, apparently the car was going through oil fast and I was told there was no oil in the car, asked how this could happen and was told that I the last place didn’t put oil in the car, got fed up and stopped taking it there, took it somewhere else and was told that the engine was gone, called the salesmen who sold me the car and was told that we put a lot of miles on the car and we should have kept bringing it back to them to fix. The engine is gone and will cost 8,000 to fix and I still owe for five years on the car I only had it for 20 months m, I’m stuck with no vehicle, no money to fixing and I still need a car to get to work.

  Business Response

  Date: 03/11/2025

  This vehicle was purchased on 7-5-23 with 41929 miles. The vehicle has been seen by our shop according to our records 4 times. 3 times for a headlight issue, and door code retrieval. The other visit was on 12-18-23 for check engine light, and loud noise coming from engine at 56545 miles. At that time, documentation shows no oil in the vehicle. This is also the cause of the vehicle making noise. Customer stated they had their oil change services performed elsewhere. The oil and filter were replaced and DTC`s cleared and vehicle was returned to the customer. The last visit to Dick Smith for anything oil related. The last visit to Dick Smith was 11-5-24 at 87001 miles with a Headlight concern. No documentation of an engine concern. 

  This vehicle was purchased with an extended 3-year 36000-mile warranty as well that has expired. Dick Smith only has documentation on 1 oil change since purchase and that was done due to the vehicle having no oil. Whether or not the oil changes were performed properly by others is something that we cannot control or give an opinion on. These certainly factor into the life of the engine over time. The one thing we do know is the oil was changed by someone other than Dick Smith and brought to us with a concern sometime after, and was discovered there was no oil. No gas combustion engine will operate normally without lubrication, when a vehicle is low in oil for whatever reason damage has occurred. The significance of the damage, and the amount of time you have before the problem becomes more prevalent is something no one can predict with any certainty. 

  With the number of miles that have gone by since the purchase of the vehicle and no oil being in the vehicle on the 12-18-23 visit, Dick Smith does not except responsibility for any damages to the vehicle. The customer is responsible for maintaining proper oil levels at all times. In the event there is any issue, or suspicion that the oil was not properly changed would need to be discussed with the shop that provided the service within a reasonable amount of time and mileage.  

  Customer Answer

  Date: 03/11/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  The car was smoking and each time I asked about the response it was oh it’s nothing while in doubt it was the engine all the time, blame me if you want to , fact it you sold me a lemon and you know you did. But if this is how you handle business, by totally blaming the customer when the customer finally leaves your shop  and goes somewhere else. Good things don’t happen to people when they’ve done betrayed the customer. There is no way this dealership will prosper. I will see yall in court.
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 03/11/2025

  In the very beginning when we brought the car I took it back because of the black smoke and the rattling in which they claimed they didn’t hear the noise and the black smoke was normal. Then I took it back because the rattling was louder in which they checked the car out and there was no oil in the car, the car was just serviced for an oil change somewhere else less than a month, where was the oil going and instead they just said there’s no oil in there. I’ve had too many cars to know about oil changes. Fact is you brushed me off and then you wanted to keep the car in which you did for a couple of days and stated that everything was fine, everything wasn’t fine and you knew. But again, I will see you in court with my own documentation.

  Business Response

  Date: 03/14/2025

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

  This is Lee C**** General Manager over at Dick Smith Ford.  I was reviewing your issue with the service director over here.  When you get a chance, please give me a call at ###-###-####.  I left you a message earlier.  I wanted to talk to you to find out all the information of what went on and what we can do to resolve the issue with the vehicle.

   

  Thanks

  Lee C***

  Dick Smith Ford

  ###-###-####

• Initial Complaint

  Date:01/27/2025

  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 am writing to formally file a complaint against Dick Smith Motors located at 7201 Garners Ferry Rd, Columbia SC, 29209. My issue stems from the repair shop’s refusal to refund payments for services they did not complete. On November 25, 2024, I brought my vehicle, a 2012 Ford F150 truck to Dick Smith Motors to run a diagnostic to determine why my truck was jerking. I was told the issue was the PCM on the truck and quoted $1687.46 for the work, which I paid in full upfront. I picked up my truck on December 3, 2024. However, by December 7, 2024, I discovered that the truck was jerking again. I returned to the shop on December 23, 2024, to address these concerns. I informed India Kosel, a Service Advisor, of the issue and they accepted my truck back and indicated they would call me back to discuss. India called me back indicating the issue was possibly the wires connected to the PCM and they would need to take the intake off the truck to see if the issue is actually the wires and quoted be another $800.00 to make the repairs. I agreed to these repairs. On January 17, 2025, Dick Smith Motor called indicating they were not able to repair my truck, but still required I pay them 1,003.58 for labor. I indicated that this charge was unfair as they were not able to repair my truck and I had already paid $1687.46 for the repairs. However, I was told that I would not be given my truck unless I paid the additional 1,003.58, which I did on January 20, 2024. I checked the truck on January 21, 2024 and it did not appear Dick Smith Motors had completed the repair work they said was complete. I also had two qualified mechanics to check the repairs and they indicated Dick Smith did not complete the repairs. Due to the above circumstances, I am requesting the following resolution: 1. A full refund of $2691.04 for the incomplete repairs. 2. An acknowledgment of the shop’s failure to uphold their commitments.

  Business Response

  Date: 01/27/2025

  Initial diagnosis revealed no communication with the PCM.  As per Fords diagnostic Pinpoint testing which led us to updating the PCM, if doesn't rectify concern, replace.  We replaced the PCM and re-tested, all systems passed at that time. Mr. ****** brought the vehicle back in almost a month later with the check engine light coming back on.  Initial diagnosis gave us codes P0369- camshaft position sensor, P0620- generator control circuit malfunction, P06B6- knock sensor, P0759- shift solenoid. We found damaged/chewed wiring underneath the intake manifold.  This appeared to be from a small animal due to the debris that was found under the intake.  Wires were repaired and both knock sensors were replaced.  Repaired wire to the cam position sensor and continued to re-test.  We have been detecting an intermittent RFI throughout this diagnostic process besides the previous discoveries and repairs.  Our technician reached out to Ford Hotline with the readings/findings and repairs that were currently needed.  They suggested that RFI could be coming from the ignition coil packs.  Ford Hotline suggested to replace all ignition coils plugs.  This was presented to Mr. ****** for approval.  At this time Mr. ****** stated, "I replaced all of those parts that I ordered from Ebay."  Our technician inspected those parts doing a side-by-side comparison and found that they were not OEM, even though they had a manufacturer logo.  Mr. ****** declined for us to replace all of the ignition coils and spark plugs as per Ford hotline recommendations using OEM parts.  Mr. ****** didn't want to go any further.  Mr. ****** approved all of the diagnostic time and repairs up to the coils and plugs.  Mr. ****** opted to take his vehicle and make the changes himself.  We told him that if he replaced the needed parts with the correct ones, and if it didn't rectify his concern, we would be more than happy to continue the diagnostic process with Ford Hotline.

   

  Customer Answer

  Date: 01/28/2025

  
  Complaint: ********
  
  I am rejecting this response because: Dick Smith Motors lied to me and deceived me about what was happening with the truck. They did not replace my PMC and did not replace the wires under the intake.  They never fixed my truck and I returned my truck to them in 4 to 5 days after the initial repairs. The diagnostic test they did which indicated a PMC problem, but the truck had the same issue when I brought it back. They knew what was wrong with the truck from the beginning, but lied and decieved me and stole my money. They did not do any of the repairs they said they did.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 01/31/2025

  The initial repair order ******* has the PCM with part # CL3Z*12A650*CANNP billed out on it.  This part was replaced due to no communication with diagnostic equipment.  After the replacement we were able to communicate with the entire network.  The wiring under the intake manifold to the sensors was repaired as indicated on the repair order.  At no point was it said that the wiring was going to be replaced.  The knock sensors needed to be replaced due to the damaged wires, refer to repair order 240542.  All goods and services were approved and performed as indicated on all repair orders except the replacement of the ignition coils and spark plugs that were installed by Mr. ******.  Below is the response by Ford tech hotline on the next step in the diagnostic process with the present codes.  Mr. ****** declined for us to replace these parts using Ford OEM components.

  Technical Support Request
  Contact ID:
  *********
  Karim,
  P06B6 is often caused by RFI from ignition components, often aftermarket replacements. It is reccommended that you inspect/replace all plugs, coils, and wires. It may also be coming from the generator, unplug the generator to see if the concern remains or not.
  Scott M.
  FSE

• Initial Complaint

  Date:08/09/2024

  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 2 Aug 24 Nissan on Fernandina replaced a serpentine belt. The next morning 3 Aug 24 the belt popped and they said I needed a new ac compressor. The ac, water pump and power steering works with the belt. They never test drove the car after installion of the belt.

  Business Response

  Date: 08/12/2024

  Ms. ******* brought her 2020 Nissan Altima to the service department at Dick Smith Nissan on July 18, 2024 for a diagnostic test, with the complaint that she was hearing a whining noise while driving the vehicle.  The technician diagnosed the vehicle and found that the tensioner pulley had excessive play. The technician advised that the tensioner pulley and belt be replaced. Th parts had to be ordered, so Ms. ******* returned on August 2, 2024 to have the repair completed. When she left, the vehicle was no longer making a whining noise.
  The following day, Ms. ******* was driving the vehicle and noticed smoke coming from under the hood. The vehicle was towed back to Dick Smith Nissan. The vehicle was inspected by a technician, and it was found that at this time, the Air Conditioning Compressor had locked up, resulting in the belt being slung off track and shredding. The technician advised on replacing the AC Compressor, and Ms. ******* approved the repair. The repair was completed. Ms. ******* was not charged for the new belt, and we also gave her 10% off the repair cost ($260.00), as a goodwill gesture. 

  Customer Answer

  Date: 08/13/2024

  
  Complaint: 22113677
  
  I am rejecting this response because:

  The serpentine belt works along with the ac compressor, water pump, power steering etc. It is standard practice to check these systems in order to be sure that the belts in sync. If the car had been driven the mechanic would have heard the compressor making the noise. In addition, I was quoted $2069 and charged 2462.82. I was also charged 889.16 for the first serpentine belt and tension pully. Dwayne B**** to me that the serpentine belt has nothing to do with the ac compressor which is just a straight lie. This is just wrong.

  
  
  Sincerely,
  
  Aimee *******

  Customer Answer

  Date: 08/13/2024

  I reject this because:

  Nissan on Fernindina should have know about the ac compressor upon completion of belt installation. Their information say that they check all accessories associated with the belt. In this case. They didnt.

  Customer Answer

  Date: 08/13/2024

  I have purchased 5 cars from this dealership.  I am outraged by Mr. B****'S condesending attitude towards information that I quoted him from nissan. He would not listen and refused to acknowledge the fact that Carter Welsh gave me a price of $2069. He treated me as if I knew nothing about a car. I am a mathematics teacher and have studied timing. They ended up charging me $2462 of which I had to pay $646. I don't have money like that and am appalled at their antics. Everyone knows that an ac compressor is ran by the serpentine belt these days, and that they make noise before they die. My brother and I heard the noise same day but the service department was closed. The belt popped in les than 24hrs. They know that they wronged me because of the free tow and the offer of a free rental. I was without a car for 6 days. I'm so disappointed. 

  Business Response

  Date: 08/20/2024

  When the technician initially performed his diagnostic test, there were no concerns present with the AC Compressor.  Dick Smith Nissan does perform a complimentary Multi-Point Inspection on vehicles when they are in the shop for service. The Multi-Point Inspection is completed based on what the technician sees and based on recommended services from a time and mileage standpoint. Upon completion of the Multi-Point Inspection and diagnostic on Ms. *******’s vehicle, the AC Compressor showed no visual signs of locking up.  The vehicle is four years old and has over 150,000 miles on it. It is not uncommon to see parts begin to fail on a vehicle with high mileage, sometimes without warning. The technician could not have predicted that the AC Compressor was going to fail. As mentioned in our previous response, Ms. ******* was not charged for the new belt, and was also given an additional 10% off, resulting in almost $400 of savings for the customer. 

• Initial Complaint

  Date:05/28/2024

  Type:Billing 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 recently brought a car from this dealership they told me I was approved I left the dealership with the car and the keys about 2 weeks later the car was gone. I just want my car back.

  Business Response

  Date: 05/29/2024

  Ms. ******* was notified shortly after her purchase that the bank that approved her, would not accept that way the signature was on the contract.  We gave her time to come up to the dealership and make the corrections so that we could get funded from the bank.  Ms. ******* did not come back to correct the signature.  We then told her several times that we either needed the signature corrected or to bring the vehicle back to the store.  She did not do either and since we could not get funded from the bank, we had no alternative other than getting the vehicle back.   

  Thanks

  Lee C***

  Dick Smith Ford

  Customer Answer

  Date: 05/30/2024

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

  I signed a contract the salesman informed me I was approved and I walked out of there with the key and the car. I am not satisfied with how you all handle this situation and I just want my property returned to me.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 05/30/2024

  Ms. ******* signed on the contract, where it is conditioned upon approval AND funding by a Third-Party financing source as well as a conditional delivery agreement form.  The bank rejected the contract because of the way the signature was signed.  She was given more than enough time to come in and make the corrections or bring the vehicle back, which she did not.  Without getting funded from the bank, we had no other choice than to get the vehicle back.

   

  Thanks

  Lee C***

  Dick Smith Ford

• Initial Complaint

  Date:03/22/2024

  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 have a 2013 Infiniti JX35 and on 3/1/2024 my vehicle began shaking very bad, and had trouble accelerating. Monday 3/4/2024 to take it into a shop to have it looked at due to having to work. I got a rental vehicle which cost a total of $442.45 on Tue 3/5/2024 as the first place I went to (Good year on Clemson Road) as a diagnosis was run (for free) and was advised they got codes for the Pressure Control Solenoid, Mass Air Flow Sensor, and a Catalyic Converter. I was advised that they could not perform the maintenance needed and recommended taking my vehicle to a dealer. I was weary in doing such because of what I have experience with vehicle dealerships before and that it would cost more to have them perform the work. I reached out to another vehicle shop whom also advised they could not do the work. Still after discussing with my wife, mother and stepfather I took the vehicle to Dick Smith Nissan 9940 Two Notch Road Columbia, SC 29223 on 3/5/2024. They would not even look at the diagnosis that was provided by Good Year advising that they do their own. On 3/5/2024 I was contacted and it was the catalyic converter and to repair the issue would be around $3400. I approved the work. It was not completed until 3/11/2024, however when I drove the vehicle less than ten miles the check engine light came back on. I took it back and now I am being told the other catalyic converter has issues (low emission) and would cost another $3000 to fix. I spoke to Steve the Service Manager who was very rude and unhelpful. When I asked for the number to corporate he refused to provide any number saying there wasn't a corporate number. Finally he finally gave me the name Judd Smith Director of Fixed Operations but I have not been Contacted by him yet. I still have the check engine light and have been advised by several other mechanics that the issue they are claiming should have come up during to initial diagnostic and repair. I want to repair at no additional cost.

  Business Response

  Date: 03/22/2024

  Customer arrived on March 05,2024 with a concern the vehicle was shaking while accelerating until reaching 40 mph and is having trouble accelerating. The vehicle also had a check engine light on.  It was determined one of the catalytic converters, bank 2 was heavily restricted and was not allowing the system to breathe. We replaced the bank two catalytic converter, cleared the check engine light and test drove the vehicle to determine if any additional repairs were needed. The vehicle operated as designed throughout our test drive and the check engine light did not return. The customer was notified and picked up his vehicle. 

  Business Response

  Date: 04/01/2024

  We have offered the consumer a discount to continue diagnosing and repairing his vehicle and he has rejected our offer.

• Initial Complaint

  Date:01/22/2024

  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.

  My vehicle was towed to Dick Smith on 1/3/24 because it was back firing. The dealership diagnosed my vehicle stating it needed a battery, radiator, and fuel injections for a total of $1800.00. I gave them permission to replace those items and I was to pick the vehicle up on 1/6/24. That morning the dealership called and advised the car was still not running and they needed to keep the vehicle longer. On 1/7/24 the dealership called and explained that it was NOT the injections and the car had a low compression and advised that the engine was gone and needed to be replaced which would cost a total of $4000.00. The engine that they would be putting into the vehicle had more mileage than my current motor and only offered a six (6) month warranty. I had the vehicle picked up from the dealer by another mechanic who diagnosed that the car DID NOT have low compression, DID NOT need a engine, and the only thing needed was spark plugs and two cylinder coils. I am 74 years old and I feel that Dick Smith tried to take advantage of me because of my age and gender (female). I was assessed a fee of $562.49 by Dick Smith which included a diagnostic fee and battery.

  Business Response

  Date: 01/22/2024

  We will be refunding the customer and apologize for the inconvenience.

  Customer Answer

  Date: 01/22/2024

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

• Initial Complaint

  Date:08/31/2023

  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.

  I have taken my vehicle to the dealership Dick Smith, Infiniti of Columbia, on three different occasions the first time the service advisor, the general manager of the branch and another employee saying that it was smoking really bad. I had an issue with the longer vehicle, so I returned it pick up my vehicle. They wanted evidence of a video I sent them a video And they’re trying to tell me that the smoke this coming from the exhaust is condensation smoke and then it’s 100° weather the first time that I went there. They all agreed that it was the turbos that went out and possibly the engine the second and the third time that I went they told me that they couldn’t get the car to smoke again and they didn’t have evidence so they wanted me to record a video. I recorded the video sent it in, and they’re telling me that that is condensation coming from the muffler in 100° weather. The service advisor said that he totally agrees with me that the turbos and the motor needs to reflect be replaced but the dealership itself does not want to replace a $24,000 motor so he said for me to file a complaint with consumers affair and also the better business bureau so that it could be documented before the warranty actually runs out which the warranty runs out at 60,000 miles. My car is at 58 now I have taken it to them three different times the first time around they totally agreed that the motor in the turbos in the car need to be replace now they’re telling me that the dealership doesn’t want to pay for it so I am contacting y’all to see what can be done about it because this is beyond call for and I am stuck with a $34,000 car that is smoking and they told me that it was the motor and the turbo and now they don’t want to replace it

  Business Response

  Date: 09/06/2023

  In response to the BBB claim mode by Ms. ******** ****. During the recent visit to Dick Smith Infiniti, we pulled her car in for warranty diagnostic and potential repairs. During our diagnostic process we let the car idle / run after driving 2-3 miles at this time there was no observable smoke coming from the exhaust. To note there was condensation of normal levels at the exhaust at this time. We then decided to go the extra mile for confirmation and pulled the turbos down for inspection at this time we did not observe and signs of oil present in the turbos, boots, or intake. At this time and with all information available we are unable to submit any evidence of malfunction of any system to Infiniti for repair. Furthermore to ensure we are putting forth every effort I personally drove the vehicle 10+ miles over multiple days in an attempt to recreate the circumstances presented from the customer. For any further questions or concerns please Chris F***** at ************

  Customer Answer

  Date: 09/06/2023

  It won’t allow me to download the video to show you guys the smoking. how can I enclose that because the file is too large and it won’t let me trim the video

  Business Response

  Date: 09/08/2023

  We advised the customer that if there were any further concerns that she could contact INFINITI consumer affairs to discuss with them further. As previously stated we had two different master techs inspect Mrs. ****’s vehicle and was unable to find any concerns to address at this time. Mrs. **** is more than welcome to get a 2nd opinion from a different INFINITI dealership if she feels the need to do so, however INFINITI will not authorize the Dealership to perform repairs unless a warrantable concern can be duplicated. At this time Mrs. ****’s vehicle is performing per factory spec an no repairs are needed at this time.  

• Initial Complaint

  Date:08/31/2023

  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.

  On July 5; 2023 my car would not move. I had it towed to Dick Smith Ford at 7201 Garners Road in Columbia. SC because that is where I purchased it. I also purchased an extended Service Warranty agreement that covered my car to 72 months or 84,000 miles for $2995.00 more. I received a call from them saying that the repairs was $1012.77 and Dick Smith Ford or the extended service warranty wouldn't cover the repairs. I paid for the repair because wife needed it and it was there 12 days. I emailed the General Manager Lee Cook and set up an appointment to meet with him on July 31 at 11:00 am. He wasn't there. I talked to two other employees that wouldn't help me. They said he called in sick and they would email him to call me back. It is August 30 and no call or email. .

  Business Response

  Date: 08/31/2023

  Mr *******, 

       I apologize for the communication.  Please contact me at ************ or email me at [email protected] so we can get together and discuss the situation.

  Thanks

  Lee C***

  General Sales Manager

  Dick Smith Ford

  Customer Answer

  Date: 09/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20544044, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:08/16/2023

  Type:Billing 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.

  VERY DISAPPOINTED **** I gave them 5 stars years ago . But in the last couple of years , horrible 1. Failed to change transmission during the recall period. Even though the car was skipping and jerking 2. After a few months, they exchanged transmission fluid 2 weeks later. I had to replace transmission 3. Last I brought the car because the engine light was on . The next day, I picked the car engine light and came back on in 6 miles trip. 4 . They said they needed a spark plug and coil . After I paid 647 .for battery and oil change and a belt .onther 650 The cost is over 1300 . 5. In conclusion, they should be more upfront with their prices. But they do it in stages. Save your time and money go somewhere else.

  Business Response

  Date: 08/31/2023

  On 7/22/23 Mr. ***** arrived at our dealership with a vehicle said to be his daughters (2014 Nissan Versa) with 63,296 miles. His concern was that the vehicle was not starting for his daughter, and he had to jump start the vehicle. The check engine light was on when the vehicle started up as well. Our Nissan Certified Master Technician scanned the codes with our factory scan tool and the following codes were present when doing a full system scan: p0603 (only ACTIVE code) c1704, c1705, c1706, c1707 (all PAST codes in the system). The only active code of P0603 was also the only code pertaining to engine systems. Any code classified as past means that they were not active faults, and the past codes in this instance were for the tire pressure sensors reading low air at one time. Following the Nissan Factory diagnostic procedure for P0603, the first step is to test the vehicle battery. Once battery tested, it immediately failed a battery test reading 153 cold cranking amps out of a rated 600, which was causing this code to be set since the Engine Control Module was receiving an improper voltage reference. The service advisor then contacted Mr. ***** with the previously stated information, to which he approved a battery replacement and ECM reprogram to clear the codes. He also approved a few additional maintenance items recommended on the inspection (drive belt, engine air filter and wiper blades). Mr. ***** also requested a discount on these services and the service advisor offered him a $100 off coupon from one of our mailers that was then applied to final bill. The vehicle was test driven after repairs were made. The technician scanned the codes again after the test drive and there were no codes returned to any system. There were also no other issues noted on the test drive. The vehicle was returned to the customer at that time. About 30min-1 hour after leaving the dealership, the customer called and stated that the check engine light had returned after driving down the interstate and at this time it was surging while driving. We advised him that we would happily re-check the vehicle, at no cost, to determine the cause. The vehicle returned to the dealership with 63,364 miles on it, and at this time, the only active code in the system was a P0304 code for cylinder 4 misfire. We advised Mr. ***** of the code before the vehicle went back into the shop and advised him that there was no possible correspondence between a misfire, and the maintenance that was performed, but that we would perform a diagnostic test free of charge to tell him the exact cause of the misfire in order to further explain the light coming back on so soon after servicing. The master tech followed Nissan diagnostic procedure for P0304 code and swapped the cylinder 4 coil and spark plug to two different cylinders, and the misfire followed the ignition coil to the new cylinder: determining the coil to be the source of misfire.  The service advisor then further explained that there was no correlation to any repairs performed, and unfortunately that this was a case of bad timing. He was then advised that if there were any indication of a misfire on the initial code scan, that we would have looked into it for him. Mr. ***** had not mentioned the vehicle ever surging before this point during any of the initial correspondence when he brought it in for the no start/check engine light, and there were no stored codes for past misfires being detected in the ECM either. The customer was with the diagnostic code sheet and given an estimate for repairing the vehicle. The customer then had the option to pick up the vehicle for no additional charge, however he decided to approve repairs to be performed (replacement of 1 ignition coil, and 4 spark plugs). The repairs resolved the misfire and the check engine light was cleared. Mr. ***** was then offered another coupon towards his final total. Dick Smith Nissan of Lexington feels as though we have addressed the situation appropriately and also provided ample evidence to support our findings both before and after repairs were approved. There have been no additional concerns brough to our attention at this time, however if something does arise, we are more than happy to look into any concern Mr. ***** may have.

  Business Response

  Date: 08/31/2023

  On 7/22/23 Mr. ***** arrived at our dealership with a vehicle said to be his daughters (2014 Nissan Versa) with 63,296 miles. His concern was that the vehicle was not starting for his daughter, and he had to jump start the vehicle. The check engine light was on when the vehicle started up as well. Our Nissan Certified Master Technician scanned the codes with our factory scan tool and the following codes were present when doing a full system scan: p0603 (only ACTIVE code) c1704, c1705, c1706, c1707 (all PAST codes in the system). The only active code of P0603 was also the only code pertaining to engine systems. Any code classified as past means that they were not active faults, and the past codes in this instance were for the tire pressure sensors reading low air at one time. Following the Nissan Factory diagnostic procedure for P0603, the first step is to test the vehicle battery. Once battery tested, it immediately failed a battery test reading 153 cold cranking amps out of a rated 600, which was causing this code to be set since the Engine Control Module was receiving an improper voltage reference. The service advisor then contacted Mr. ***** with the previously stated information, to which he approved a battery replacement and ECM reprogram to clear the codes. He also approved a few additional maintenance items recommended on the inspection (drive belt, engine air filter and wiper blades). Mr. ***** also requested a discount on these services and the service advisor offered him a $100 off coupon from one of our mailers that was then applied to final bill. The vehicle was test driven after repairs were made. The technician scanned the codes again after the test drive and there were no codes returned to any system. There were also no other issues noted on the test drive. The vehicle was returned to the customer at that time. About 30min-1 hour after leaving the dealership, the customer called and stated that the check engine light had returned after driving down the interstate and at this time it was surging while driving. We advised him that we would happily re-check the vehicle, at no cost, to determine the cause. The vehicle returned to the dealership with 63,364 miles on it, and at this time, the only active code in the system was a P0304 code for cylinder 4 misfire. We advised Mr. ***** of the code before the vehicle went back into the shop and advised him that there was no possible correspondence between a misfire, and the maintenance that was performed, but that we would perform a diagnostic test free of charge to tell him the exact cause of the misfire in order to further explain the light coming back on so soon after servicing. The master tech followed Nissan diagnostic procedure for P0304 code and swapped the cylinder 4 coil and spark plug to two different cylinders, and the misfire followed the ignition coil to the new cylinder: determining the coil to be the source of misfire.  The service advisor then further explained that there was no correlation to any repairs performed, and unfortunately that this was a case of bad timing. He was then advised that if there were any indication of a misfire on the initial code scan, that we would have looked into it for him. Mr. ***** had not mentioned the vehicle ever surging before this point during any of the initial correspondence when he brought it in for the no start/check engine light, and there were no stored codes for past misfires being detected in the ECM either. The customer was with the diagnostic code sheet and given an estimate for repairing the vehicle. The customer then had the option to pick up the vehicle for no additional charge, however he decided to approve repairs to be performed (replacement of 1 ignition coil, and 4 spark plugs). The repairs resolved the misfire and the check engine light was cleared. Mr. ***** was then offered another coupon towards his final total. Dick Smith Nissan of Lexington feels as though we have addressed the situation appropriately and also provided ample evidence to support our findings both before and after repairs were approved. There have been no additional concerns brough to our attention at this time, however if something does arise, we are more than happy to look into any concern Mr. ***** may have.here...

  Customer Answer

  Date: 09/01/2023

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

  They blame it on bad timing.

  Maybe..

  * i brought the car 2 year prior to that complaining about the transmission while it is under recall warranty. they told me nothing is wrong with it and it was documented with them . (BAD TIMING)

  * same car a year prior they changed transmission fluid shortly after , i had to replace the transmission .( BAD TIMING)

  * i used to own nissan quest after multiple trips to service it similar situation (i dont want to go there they have all documents) .. finally got fed up and called junk yard to pick it up.( BAD TIMING)

  So don't tell me it is a bad timing it is not . IT IS SIMPLY BAD SERVICE AND DISHONESTY. This is a dealership not a back yard mechanic. 

  Bottom line I brought the car because of engine light was on . They said they fixed it and they drove  test it every thing was great according to them . Well the problem was not fixed the ( the engine light ) came on very shortly after leaving dealership They admitted that on there response. The hasttion and ruff drive  of the car did not happen until after they fixed it the first time . It is like they never fixed it right the first time . Or fixed something else .

  They day before they told me battery checked good next day it was bad . I told them in good faith to fix car I want my daughter to be safe when she drives it for her safety. 

  This might be all been avoided if they stopped send me all these feed back reviews and most importantly if the manager did not run out the back door knowing I was waiting on her to solve the issue.  Not even returning my phone call . 

  Oh!!!! ( BAD TIMING)

  please give a break ....

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