Brooks Motel

Initial Business Response / [redacted] (1000, 9, 2016/02/29) */ Contact Name and Title: Rory ***/General Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @smithautogroup.com I have done a thorough investigation on Ms [redacted] 's complaint and have determine that unfortunately it is a valid complaint with merit When we traded for the truck it did have 38,milesWe did our usual Missouri State Safety Inspection and made any necessary repairs including an oil change and advertised it for sale with the correct mileageHowever, unbeknownst to the Sales managers the inventory manager allowed the service department to use it one week for deliveries and they put the additional miles on it in that short period and in that course reduced the life of the oil to 30% The parts driver also left trash in the vehicle which is totally unacceptable My policy for customers traveling from long distances that are concerned about price is to address those issues before they make the drive including a sight-unseen trade evaluationI have found this helps customer have a realistic idea of what to expect prior to making the trek to the dealershipThis was not handled in that manner by the sales consultant Dirk PearceAlso, MrPearce did not let Ms [redacted] know that February 9th was his scheduled day off which is also against store policyMrPearce should have assigned another consultant to assist Ms [redacted] and passed [redacted] information on to her The truck also should have been inspected and pulled off the line prior to her arrival I am disappointed in how this was handled and it does not display the transparency and integrity that I expect form my staff All parties involved have been reprimanded, but that does not help Ms [redacted] and how she was inconveniencedI would like to personally apologize to her and offer her $gift card as a token of my appreciation for her time In closing, I would like to add that this is not the norm for the Smith Auto GroupIn fact, if you Google us, we have the highest Google ratings of any other dealer in a four state area Kind regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 11, 2016/03/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 9, 2016/02/29) */
Contact Name and Title: Rory ***/General Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@smithautogroup.com
I have done a thorough investigation on Ms***'s complaint and have determine that unfortunately it is a valid complaint
with merit When we traded for the truck it did have 38,milesWe did our usual Missouri State Safety Inspection and made any necessary repairs including an oil change and advertised it for sale with the correct mileageHowever, unbeknownst to the Sales managers the inventory manager allowed the service department to use it one week for deliveries and they put the additional miles on it in that short period and in that course reduced the life of the oil to 30% The parts driver also left trash in the vehicle which is totally unacceptable
My policy for customers traveling from long distances that are concerned about price is to address those issues before they make the drive including a sight-unseen trade evaluationI have found this helps customer have a realistic idea of what to expect prior to making the trek to the dealershipThis was not handled in that manner by the sales consultant Dirk PearceAlso, MrPearce did not let Ms*** know that February 9th was his scheduled day off which is also against store policyMrPearce should have assigned another consultant to assist Ms*** and passed *** information on to her The truck also should have been inspected and pulled off the line prior to her arrival
I am disappointed in how this was handled and it does not display the transparency and integrity that I expect form my staff All parties involved have been reprimanded, but that does not help Ms*** and how she was inconveniencedI would like to personally apologize to her and offer her $gift card as a token of my appreciation for her time
In closing, I would like to add that this is not the norm for the Smith Auto GroupIn fact, if you Google us, we have the highest Google ratings of any other dealer in a four state area
Kind regards,
*** ***
Initial Consumer Rebuttal /* (2000, 11, 2016/03/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 9, 2016/02/29) */
Contact Name and Title: Rory [redacted]/General Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@smithautogroup.com
I have done a thorough investigation on Ms. [redacted]'s complaint and have determine that unfortunately it is a valid complaint...

with merit. When we traded for the truck it did have 38,390 miles. We did our usual Missouri State Safety Inspection and made any necessary repairs including an oil change and advertised it for sale with the correct mileage. However, unbeknownst to the Sales managers the inventory manager allowed the service department to use it one week for deliveries and they put the additional miles on it in that short period and in that course reduced the life of the oil to 30%. The parts driver also left trash in the vehicle which is totally unacceptable.
My policy for customers traveling from long distances that are concerned about price is to address those issues before they make the drive including a sight-unseen trade evaluation. I have found this helps customer have a realistic idea of what to expect prior to making the trek to the dealership. This was not handled in that manner by the sales consultant Dirk Pearce. Also, Mr. Pearce did not let Ms. [redacted] know that February 9th was his scheduled day off which is also against store policy. Mr. Pearce should have assigned another consultant to assist Ms. [redacted] and passed [redacted] information on to her. The truck also should have been inspected and pulled off the line prior to her arrival.
I am disappointed in how this was handled and it does not display the transparency and integrity that I expect form my staff. All parties involved have been reprimanded, but that does not help Ms. [redacted] and how she was inconvenienced. I would like to personally apologize to her and offer her $100.00 gift card as a token of my appreciation for her time.
In closing, I would like to add that this is not the norm for the Smith Auto Group. In fact, if you Google us, we have the highest Google ratings of any other dealer in a four state area.
Kind regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 11, 2016/03/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)