Complaints

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yes me and my son came in to look at a truck for our bussiness and a car and they was looking to see what they had that would work and I have diabetes and it was getting low I was getting dizzy and I went back to get rice crippirs to raise my sugar which takes a few to get it up and a guy came by and said that is for are customers I though when we was going to spend ****** or more we would be customers and I have bought 2 vehicles before so we just walked out and gave our bussiness to someone else o would want to let people know not to go to **** smith they are rude

  Business response

  04/29/2024

  Customers came in to speak with sales about a vehicle.  Father and son both came in.  While the son was speaking with sales, the father went to the snack bar, put 2 cans of pop in one pocket, then put another 2 cans of pop in the other pocket, then put 3 cans of pop on the counter, then grabbed a hand full of treats, put the 3 cans of pop in his arms, walked out and put all of it in his truck.  He then came back into the showroom and proceeded to the snack bar again.  The father started to reach for more snacks when the sales manager said to him, "you are welcome to one or two treats but not 10 or 20".  The father stopped retrieving items from the snack bar and walked over to his son.  They both then walked off the showroom, got back into their truck and left. This process was witnessed by several employees and customers.  

  The customer is requesting we have no further contact with them.  **** Smith agrees with and can support this request.  We have taken any information we had on them out of our database. 

  Customer response

  04/30/2024

   
  Complaint: 216356
  This is not true we had a car 
  I am rejecting this response because:
  This is not true we had a car and I only grabbed 2 cans of pop one for my son and one for my self and 4 treats 2 for my son and 2 for me since my surgar level was low and we left since they treated us bad 

   

   

   

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

• Initial Complaint

  04/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 1st, 2024, I brought my vehicle to Doug Smith Chrysler for service under reference number R/O *******. A specific concern I reported was related to a clicking noise when using the HVAC system, which also occurred when turning the car off. Upon check-in, I provided clear information to the service advisor regarding the issue with my vehicle, emphasizing that diagnostic services were unnecessary as the problem was already identified. All we wanted was an estimate for the repair cost. However, a diagnosis was assessed and required payment before release of the vehicle of $170.00. Furthermore, the diagnosis was incorrect, too vague and grammatically incorrect for anyone without their internal notes to know exactly what was wrong. The diagnosis did not include a part number only "AC Actuator Motor: replace resuscitating door actuator. We asked for the part number over the phone, but it was never provided. Due to what was listed on the invoice and all paperwork we received part number ********** (A/C And Heater Actuator – Mopar) was purchased. This part was incorrect and required a re-diagnosis by another party which determined #********** (Air Inlet Actuator – Mopar) was the correct part and resolved the issue. When confronted with this information, the dealership stated that it was not diagnosed incorrectly and that the correct part number was listed in their internal notes, however, what was reflected in the notes was never conveyed to us, even after we specifically requested the part #. This lack of alignment between the diagnosis communicated to me and the internal notes raises concerns about transparency and accuracy in the service process. This lack of communication and transparency has led to unnecessary costs and inconvenience. Bottom line, this business operates in a way that only their technicians can complete repairs if diagnosed by them, a more detailed diagnostic report should be provided when charging a diagnostic fee.

  Business response

  04/15/2024

  I received an email from this customer requesting a call back to clarify the situation and to come up with a resolution. I called and spoke with a woman and told her the purpose of my call.  She informed me she would pass along the information to the sender of the email and have him return my call.  I never heard back from him.  I am now getting this request through BBB.  I have looked over all of our paperwork and the diagnostics provided to the customer is correct.  The customer is requesting the $170.00 diagnostic fee be reimbursed.  I will have the check cut today and sent to him for that amount.  

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 9th my 2018 Kia Optima Hybrid experienced a sudden unexpected critical Hybrid System Failure. I called the Doug Smith Kia Dealership and scheduled an appointment for my Optima for August 1st where it was towed into the service lot. Since then, it has not appeared to have moved from its spot, or had any major breakthrough in its diagnosis. Additionally I requested updates on the vehicle, and received them via text message, from their technician on the following dates: August 29th, September 5th, September 15th. All communication from the dealership thus far indicate that the technician and the dealership have no ETA on the vehicles repair, and no better understanding of what is functionally wrong with the vehicle since it was delivered to them August 1st. Despite being told the HEV system is under a 200,000 mile warranty by technicians at Doug Smith Kia, the dealership has opted to wait for "Donor Cars" to come in for them to take parts from to then test in my vehicle to diagnose the issue. In that time, I have had no vehicle provided to me, I have had to request nearly every update on that vehicle. In trying to speak to a manager about the issue, I visited the dealership on the 13th and 14th of September and was told to come back on each visit until I was contacted through text message about my vehicles status the 15th of september. In this update they told me the issue was being forwarded to Kia Corperate as all other attempts to diagnose have failed; no further update has been given. Today (September 22, 2023) marks the 47th day this vehicle has been in their immediate custody while they refuse, or are otherwise incapable, of diagnosing and fixing a warranty issue with the HEV system. I have since lost a job, my living expenses have increased, and my time has been wasted by the poor communication and management of this business.

  Business response

  09/25/2023

  We believe to have resolved this issue.  It was escalated to management who reached out to the customer to apologize for the inconvenience and slow diagnosis of the vehicle.  It has not been easy on our end to diagnose, but we have transferred the job to our master-level technician.  We also offered the customer a loaner vehicle until his is completed.

  Customer response

  09/26/2023

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

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a brand new 2023 Jeep Wrangler with 12 miles from ************** Chrysler. That dealership did a phenomenal job on everything! Within two days of having the vehicle it started making a loud clanking noise under the hood. We took it to **** Smith service department in ************* because there was no way it would have made it back to Salt Lake. I got it right into the garage area and a service manager and service technician both heard the sound and said they would take a deeper look that day. I never heard back from the dealership so I called multiple times on different days and left multiple messages, still with no reply. I called last Friday afternoon and someone finally picked up and said that "the parts were ordered but were 7,8, or 9 days out still". I drove by the dealership for the 3rd time on Saturday and the Jeep was still parked in the same spot and had not moved. We just drove by again and the vehicle still has not moved and no one has called us back. We even emailed and called Jeep Corporate and received a "case number" ********. I also called two other local dealerships to ask about the part and one of them had it in stock. I called 3 local Autoparts stores and all 3 had it in stock. So this tells me that the **** Smith ****************** is full of c***

  Business response

  06/20/2023

  Spoke with ********************** today. We have the vehicle in our shop currently and plan to have it back to him by tomorrow. Unfortunately our communication was lacking and needs improvement. 

  -**** Smith

*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. ↩