CarSmart Inc.

Initial Business Response /* (1000, 5, 2016/02/03) */
2/3/
*** *** Cadillac arrived initially on 8/26/with computer fault codes relating to transmission issues and emission issuesWe diagnosed both issues, estimated repairs than customer approved and performed the repairs
The
Cadillac returned on 9/with multiple emission related codes that were found to be caused by a broken air injection tubeThe repairs and diagnosis were made a no charge to the customer because they were a result of the previous repair
The Cadillac returned on 10/with a no start/crank conditionWe performed a starting and charging system inspection and found a fuse panel with corroded connections due to a missing cover and a battery that would not hold a charge, the repairs were estimated, approved by customer and the repairs were performed
The Cadillac returned on 12/with a complaint of the following lights/icons on: security, traction control, power windows not working, radio not working and battery goes deadWe charged the battery, inspected previous repairs, inspected the starting and charging systems with no problems foundIn fact, once the battery was charged there was no problemsWe gave the customer the use of our courtesy car so we could keep the car until we experienced a failureAfter a couple of days with no problems we did experience what the customer had describedAt that time, we again inspected previous repairs, inspected the starting and charging systems with no problems foundWe did find that there was a short in the system that was draining the batteryWe called the customer and informed her that this problem would require diagnosing to find the source of the shortOur fee for tracing shorts is based on time spent at $per minutesShe informed us that she could only afford $We spent a total of hours and minutes to locate the source of the short and make a repairWe Did not charge the $that the job should have paid because we wanted to help her
I believe we have been up front and extremely fair throughout the proceedings
Sincerely
*** ***
CarSmart Inc

Initial Business Response /* (1000, 5, 2015/10/01) */
Mr *** dropped off his car and a part he suspected was leakingWe informed him that we would perform a preliminary inspection at no charge to verify what was leakingThe initial inspection was not conclusive as to what exactly was
leakingWe called and suggested that we clean of the area that was saturated in oil so that we could accurately determine what was leaking and if the part he brought was in fact the cause of the leakWe informed him that the cost to do that was $and he gave us permission to do that
After performing the degreasing of the area in question we than could accurately determine that the part Mr*** furnished was in fact the leakWe called with an estimate for replacing his part that included the cost for the seals/O-rings and a new oil filter
The estimate including the leak testing was $+ sales taxMr *** approved and we performed the repair
Upon completion of the repair we called Mr *** to let him know his car was completed and during the repair we noticed deposits at the water pump that indicated that the pump had been leaking at one time but is not leaking at this pointThe repair we performed did not in any way involve the water pumpWe just brought it to the customers attention
We charged Mr *** exactly what he had approved as estimated and no more
Note: we did not replace synthetic oil with conventional as Mr *** stated

Initial Business Response /* (1000, 6, 2015/06/02) */
To Whom it may Concern,
I contacted Mr*** this past Friday by email, here is the content of the email:
Good morning ***
I have reviewed your experience at CarSmart and want to apologize for you having an unpleasant visit
This is not how I want to see a guest's experience to be at CarSmartAgain please accept my sincere apologyI am sending you a complete refund and a certificate for a free oil changeI hope you will visit again in the future
*** ***
Owner
CarSmart Auto Service
XXX-XXX-XXXX
I also this past Friday sent the following letter including a check for a full refund and a free oil change service:
May 29,
***
Enclosed is a full refund checkPlease use this letter as a coupon for a free oil change for you to use in the next months
Again I am sorry your experience at CarSmart was not what we expect
Sincerely,
I hope Mr *** finds my response acceptable and will visit again
*** ***
Owner
Initial Consumer Rebuttal /* (2000, 7, 2015/06/02) */
Carsmart contacted me today and our dispute has been settled very much to my satisfactionI have used them in the past with no problems and this minor dispute will not prevent me from using them againI am sure, like all disputes, there was just some mis-communication on both partiesI regret not being able to settle this before I posted on your web site...I look forward to a long relationship with Carsmart

Initial Business Response /* (1000, 5, 2015/07/30) */
I called *** yesterday and we met today to discuss her concernsShe shared her detailsI shared with her the details as I reviewed this about the repairs made in April and how, as documented, the noise/vibration resonated
throughout the entire car, but the car was drivable at all timesWe made an approved repair and, as she agreed with, there were no noises until this past week
When she came in last week we first test drove the car to experience the customers concernDuring the test drive the technician was not sure if he was going to make it back because the transmission would not pullUpon getting it back the technician first inspected the previous repairs and there were no problemsHe then found that there was a substantial oil leak in the front of the car
We then called *** to inform her of our initial findings and that since the concern was not related to the original repair in April we would need a testing fee to clean the area of the leak to pin point the cause of the leakShe approved and we continued
Testing results revealed that the transmission coolthe front of the car was leaking and caused a low fluid condition that caused her current problemPlease note the original repair was in the rear of the car
During our meeting I offered, since she had the transmission cooler repaired already, to assist her with the cost of the repair, she declinedShe also insisted that there was something under handed about the part for the original repair so I gave her a copy of the receipt that shows where we purchased it
*** ***
Owner
CarSmart

Initial Business Response /* (1000, 5, 2016/02/03) */
2/3/16
[redacted] Cadillac arrived initially on 8/26/15 with computer fault codes relating to transmission issues and emission issues. We diagnosed both issues, estimated repairs than customer approved and performed the...

repairs
The Cadillac returned on 9/18 with multiple emission related codes that were found to be caused by a broken air injection tube. The repairs and diagnosis were made a no charge to the customer because they were a result of the previous repair
The Cadillac returned on 10/3 with a no start/crank condition. We performed a starting and charging system inspection and found a fuse panel with corroded connections due to a missing cover and a battery that would not hold a charge, the repairs were estimated, approved by customer and the repairs were performed.
The Cadillac returned on 12/28 with a complaint of the following lights/icons on: security, traction control, power windows not working, radio not working and battery goes dead. We charged the battery, inspected previous repairs, inspected the starting and charging systems with no problems found. In fact, once the battery was charged there was no problems. We gave the customer the use of our courtesy car so we could keep the car until we experienced a failure. After a couple of days with no problems we did experience what the customer had described. At that time, we again inspected previous repairs, inspected the starting and charging systems with no problems found. We did find that there was a short in the system that was draining the battery. We called the customer and informed her that this problem would require diagnosing to find the source of the short. Our fee for tracing shorts is based on time spent at $60 per 30 minutes. She informed us that she could only afford $250. We spent a total of 3 hours and 30 minutes to locate the source of the short and make a repair. We Did not charge the $420 that the job should have paid because we wanted to help her.
I believe we have been up front and extremely fair throughout the proceedings.
Sincerely
[redacted]
CarSmart Inc.

Initial Business Response /* (1000, 5, 2015/10/01) */
Mr [redacted] dropped off his car and a part he suspected was leaking. We informed him that we would perform a preliminary inspection at no charge to verify what was leaking. The initial inspection was not conclusive as to what...

exactly was leaking. We called and suggested that we clean of the area that was saturated in oil so that we could accurately determine what was leaking and if the part he brought was in fact the cause of the leak. We informed him that the cost to do that was $69.95 and he gave us permission to do that.

After performing the degreasing of the area in question we than could accurately determine that the part Mr. [redacted] furnished was in fact the leak. We called with an estimate for replacing his part that included the cost for the seals/O-rings and a new oil filter.

The estimate including the leak testing was $570 + sales tax. Mr [redacted] approved and we performed the repair.

Upon completion of the repair we called Mr [redacted] to let him know his car was completed and during the repair we noticed deposits at the water pump that indicated that the pump had been leaking at one time but is not leaking at this point. The repair we performed did not in any way involve the water pump. We just brought it to the customers attention.

We charged Mr [redacted] exactly what he had approved as estimated and no more.

Note: we did not replace synthetic oil with conventional as Mr [redacted] stated.

I had a breakdown and CarSmart was recommended to me by a friend who had good experience with them. They had to have the car towed there on a Saturday afternoon, and later that day they contacted me to let me know what the problem was with my car. They were very open and honest with me. The work was complete on Monday (after they had to order a part). The price actually came in for an amount that was LESS than what they quoted. Also, because [redacted] delivered the car, I guess they knew I was a [redacted] member. They gave me the [redacted] discount without my even having to ask for it. Dealing with [redacted] and [redacted] was nothing but a pleasure.

Initial Business Response /* (1000, 6, 2015/06/02) */
To Whom it may Concern,
I contacted Mr. [redacted] this past Friday by email, here is the content of the email:
Good morning [redacted]
I have reviewed your experience at CarSmart and want to apologize for you having an unpleasant...

visit. This is not how I want to see a guest's experience to be at CarSmart. Again please accept my sincere apology. I am sending you a complete refund and a certificate for a free oil change. I hope you will visit again in the future.

[redacted]
Owner
CarSmart Auto Service
XXX-XXX-XXXX
I also this past Friday sent the following letter including a check for a full refund and a free oil change service:
May 29, 2015
[redacted]
Enclosed is a full refund check. Please use this letter as a coupon for a free oil change for you to use in the next 6 months.
Again I am sorry your experience at CarSmart was not what we expect.
Sincerely,
I hope Mr [redacted] finds my response acceptable and will visit again
[redacted]
Owner
Initial Consumer Rebuttal /* (2000, 7, 2015/06/02) */
Carsmart contacted me today and our dispute has been settled very much to my satisfaction. I have used them in the past with no problems and this minor dispute will not prevent me from using them again. I am sure, like all disputes, there was just some mis-communication on both parties. I regret not being able to settle this before I posted on your web site...I look forward to a long relationship with Carsmart.

Initial Business Response /* (1000, 5, 2015/07/30) */
I called [redacted] yesterday and we met today to discuss her concerns. She shared her details. I shared with her the details as I reviewed this about the repairs made in April and how, as documented, the noise/vibration resonated throughout the...

entire car, but the car was drivable at all times. We made an approved repair and, as she agreed with, there were no noises until this past week.
When she came in last week we first test drove the car to experience the customers concern. During the test drive the technician was not sure if he was going to make it back because the transmission would not pull. Upon getting it back the technician first inspected the previous repairs and there were no problems. He then found that there was a substantial oil leak in the front of the car.
We then called [redacted] to inform her of our initial findings and that since the concern was not related to the original repair in April we would need a testing fee to clean the area of the leak to pin point the cause of the leak. She approved and we continued.
Testing results revealed that the transmission cooler-in the front of the car was leaking and caused a low fluid condition that caused her current problem. Please note the original repair was in the rear of the car.
During our meeting I offered, since she had the transmission cooler repaired already, to assist her with the cost of the repair, she declined. She also insisted that there was something under handed about the part for the original repair so I gave her a copy of the receipt that shows where we purchased it.
[redacted]
Owner
CarSmart