CarSmart

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved
 Complaint: [redacted]
I am rejecting this response because: .  When I left this dealership the light came on for tire pressure.  The manual said have this checked right away.  When I did take it to this dealership the tires were over inflated.  This was something unsafe to do.  When the light should have come on it didn't.  I also checked my phone records after this service appointment.  I called this dealership 27 times.  The sales person who had said "call if you have any concerns or questions" would not take my calls.  I was unhappy with the service department.  When I voiced my concerns to the service manager he said "It passed Inspection"  Since then this car leakes in the trunk, the ac doesn't work and there is a grinding sound beneath the car.  I feel this car is a lemon and I will need additional coverage for future repairs. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's...

response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

AUTO SUPREME, INC.

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d/b/a
Sales Division                                    ...⇄ /> [redacted], Temple Hills, MD 20748       
November 15, 2014
[redacted]
Revdex.com
                                        ...⇄ Re:  ID [redacted]
Dear Ms. [redacted];
I have received  the
complaint referenced above.  Let me first
say that I apologize for not answering earlier. 
I have no record of having personally received a copy of the complaint.
The customer’s narrative  is quite
extensive and I shall try to respond to the issues as a whole.
The crux of the complsaint is the difficulty of the customer
to receive a title in N. Carolina after we processed a title in Maryland.  As we indicated to the customer, it was
necessary for us to process the title in MD because her claimed residence was
in MD and she had claimed residence for tax purposes to be the State of
Maryland.  Thus we submitted an
application for title in Maryland. 
Once the application was submitted, the matter was out of
our hands and in the hands of MVA.
We subsequently received notice that the MVA would not issue
tags for the vehicle because the customer had an outstanding insurance
violation dating from 2002.  They did,
however issue a title, No [redacted], but sent it to the address, [redacted], Forestville, MD 20747, apparently the last known address (at least to
the DMV).  We certainly had no record of
the address and could not have been the source of this address.  We then refunded the fee we had collected for
obtaining tags.  That check has cleared
our account.
The confusion on the address led to the rest of the troubles
experienced by the customer.  Again this
was out of our hands and could only be resolved by communication between the
customer and DMV.  We were able to obtain
an extension for the temporary tag. So that she would have time to deal with
DMV and the N. Carolina authorities.
Much of the rest of her complaint does not conform to our
records or the recollection of those who dealt with her.
We did try to assist the customer but only by supplying her with information we
had.
As to her other complaints, we offered to correct the conditions
she brought to our attention but has never brought the vehicle in to be
serviced.
Finally with respect to her request for reimbursement for
losing her job after staying in N. Carolina for six weeks, apparently solely
for the purpose of receiving her title from DMV so she could register he
vehicle in N. Carolina, we do not consider this the action that a reasonable
person would take in these circumstances, and decline her request.
I trust this explanation will satisfy your criteria for our
action as reasonable and just.
Sincerely,
John K. L[redacted]
.

I have reviewed your letter of April 20, 2015 transmitting the concerns of [redacted].
After discussing the matter with management, we believed that we have satisfied [redacted] concerns and have closed this matter. Because she had not taken physical possession of the vehicle, we...

offered to correct all of the items she cited in her complaint or return $25,541.02, the full amount we received from [redacted]. After some discussion, she opted to accept the refund. We have cut the check and am sending it out today.[redacted] should be notifying your office of our mutually satisfactory release. Please advise us if you do not hear from her so that we can follow-up.
Thank you.
Sincerely,
John K L[redacted]
General Counsel

[redacted],
    We have been in contact with the customer and  will make the necessary repairs, as a courtesy,  to [redacted]'s vehicle using factory parts.

December 9, 2014Dear [redacted];
I have received the complaint referenced above. I have reviewed the file and spoken with staff involved in this transaction.I would first note that [redacted] was not the customer in this purchase. Normally I would not respond to a case...

not submitted by the customer. In this matter, however, that would be a mere technical objection, since it appears that [redacted] of the same address is either wife or daughter of [redacted].I would further note that [redacted] has threatened legal action. Again, I would not normally respond to such a threat made through Revdex.com since your stated objective “...is to assist both parties in reaching a resolution outside of the legal system.” Where one party has predetermined that he will go to court if his demands are not met, there is little to be gained by participating in a futile exercise,Nevertheless I will set forth our position with as much determination as [redacted]. In short, it didn’t happen. We have never promised to provide original floor mats for a car we sell. Since we sell used cars, it is beyond our capacity to supply original options of this nature. We include in our sales all original parts that have come to us with the car. We are careful to insure that customers know what is present and what is not. Since 2nd keys are frequently missing, we have each customer sign a release stating that we will supply a second key if we have one and provide our company discount on a key purchased from s manufacturing dealer. In this instance we have a document signed by [redacted] and dated October 12, 2013 acknowledging this policy.
In view of the foregoing, we decline [redacted]‘s demand
Sincerely,
John L.

To Whom It May Concern, I would like to cancel my complaint against CarSmart in reference to the difference of $50.00 that was withheld from me. I have spoken with the Comptroller and they have pulled files and see that I was correct and that they were wrong to have withheld that amount from...

me. They have advised me that they are cutting a check to be mailed out today to my address and that they apologized for the inconvenience. Thank you, [redacted]###-###-####[redacted].com

We purchased a 2003 Isuzu Ascender from them . Just a few weeks after paying vehicle off the transmission is gone ! During the time of making payments we were continuously asked to trade in vehicle. It makes you wonder if they knew when you purchased vehicle that the transmission wasn't gonna last.

Review: I purchased a 2011 chevy impala from carsmart on march 27th 2012 and less than a year later my transmission went out on my car so I called carsmart they informed me to take the car to the cheverolet dealership for repairs because it is still covererd under the manafacuter's warranty so I did once the dealership looked at the repairs they informed me that the car had aftermarket parts on it and it voided the warranty so I contacted carsmart and got a [redacted] report and it stated that the car had no previous accident's and carsmart had to go off of the info on the report and it was nothing they could do to help me or the chevy dealership could'nt help me either so now im stuck with a car that does not move and no one will help with the repairs I believe carsmart sold me a car knowing that it had been in an accident prior to me buying it and the [redacted] states otherwise so I would like this matter checked into so I can resolve this and get my car fixedDesired Settlement: either to get carsmart to pay for my transmission repairs or give me another car to drive without cost to me for my inconvinence

Business

Response:

Initially, I would like to note that in reviewing another complaint, I discovered that this matter was pending, although our records do not show as having received notice. As with the other complaint I am concerned that there is a failure in your communicating pending complaints to us, placing us at risk as being classified as non-responsive. Please make attempts to insure that we have received a complaint before listing it as having no response.

With respect to the pending complaint, [redacted] pruchased a used car from us in March, 2012. .

Slightly less that a year after the purchase, the car developed transmission problems. The manufacturer would not honor its warrantly, allegedly because the car had aftermarket parts. This is a matter which neither we, [redacted] or **. [redacted] were aware of at the time of purchase. At the time he requested and we provided a [redacted] report on the hisstory of the car which showed no accidents or substantial repairs. This is the only method we have of tracking the history of the car regarding accisdents or other items of interest pertaining to the car. Neither [redacted] nor we guarantee the accuracy or completeness of the report. That is why we advise and encourage customers to have cars checked before the purchase.

[redacted] now apparently wants to hold Carsmart responsible for a parts failure nearly a year after his purchase. Our standard limited warranty is for 30 days or 1000 miles at no cost to our customers. Since we see no fault on our part, we will decline to go beyond our standard limited warranry.

Review: I Purchased the Toyota Camry model 2011 color white from them. They showed me the fake vehicle history report. I drove the vehicle from dealership to home. I found that the wheels are misaligned then I found that Car was accidental. They hide the correct information from me even I asked the information. I contacted them, they denied returning me money back. They also denied to pay me the total repair cost that I have to put to fix the vehicle. They do not compensate the claims and thier customer sercie is very poorDesired Settlement: They supposed to accomodate all the cost associats to repair the vechicle. I am living in out of **. If they ask me to fix the vechile at thier place they supposed to accomodate the milage as well.

Business

Response:

From: [redacted]

Date: Wed, Apr 3, 2013 at 4:38 PM

Subject: RE: cid [redacted]

To: [redacted]

Dear [redacted],

As indicated below, you spoke to [redacted] earlier today and he indicated that we would be replying to this complaint immediately. Unfortunately, although we are willing to do so, the complaint does not contain sufficient information for us to know the nature of the complaint nor the remedy requested.

If [redacted] would supply more detail, e.g. the nature of the repair, the cost, the "fake report" complains about, we would respond with specificity. As it is now, we have no basis upon which we can assess his situation and no way to admit or deny his remedy.

Sincerely,

Review: I recently financed a silver 2011 Dogde Avenger vin#[redacted]) on December 7th 2012 from [redacted] in [redacted]. On Feburary 13,2013 as I got ready to leave for work the car wouldn't start. I called [redacted] to see what I needed to do in this event. [redacted] informed me that I had to have the car towed back to the dealer in which I had purchased the car from. I had the car towed to [redacted] now. Upon arrivial I spoke with the service manager [redacted] about the problems with the car and he said the would fix "whatever the problem was". I also asked for a loaner car until repairs were complete and [redacted] stated that "[redacted] doesn't lend loaner cars" and informed me to contact the car warranty company [redacted] and they would pay for a rental car. I did as I was informed and the [redacted] informed me in a rude manner that they would not cover a rental car and I was on my own, I felt lied to and ripped off. On Feb 14,2013 I recieved a call from [redacted] stating that I would have to have my car towed to a manufactuer dealership because his staff didn't know or possess the technology to properly fix the car starter, mind you I had to pay the towing fee out my own pocket which was $140. My question to [redacted] was, why would I be having these problems and I just purchased the car? [redacted] refused to reply. On Saturday feb 16,2013 I arranged for a tow truck to meet me at [redacted] now to pick up my car, oncr I arrived I was greeted by [redacted] who said I couldnt get my car because he didn't know who called me to tell me to remove it. Reluctanly he released my car which I had towed to [redacted] Dogde in [redacted] for repair under [redacted] warranty. On Feb 18,2013 I recieved a call from [redacted] from the Dodge Dealership stating my car needed Major work and a "tipit Unit and the [redacted] warranty said they would not cover and it was$1400 plus labor which I cannot afford after I put down $1500 for a down payment at my financing closing.Desired Settlement: I just bought this 2011 dodge avenger and it breaks down in 2 months and neither the dealership I purchased it from or the Warranty company that backs the repair of the car are trying to honor our repairs. In the end I want a replacement car or my Inital down payment back or both if possible. I feel totally used and ripped off. Im a hard working Mother/wife and I cant afford to pay for this absurd amount of money to repair a car that shouldn't me malfunctiong in the first place.

Business

Response:

Initially, I would note that we were notified on this date that this complaint has been closed for lack of response on our part. We request that it be reopened and processed in the ordinary course of business. We have always responded to complaints to the Revdex.com and would have done so in this case, if we had been aware of it. Unfortunately, we have no record of receiving the complaint or the second notice. While researching this matter, I also discovered a second pending complaint, [redacted], for which we have likewise not received notice. We will be responding to that complaint separately today. We have grave concerns that there is a communcation problem that could have the result of unfairly representing us as being unresponsivve to customer concerns. We would like to receive some assurance from you that before you classify us as unresponsive, you confirm that we have actually received notice from you of the pending complaint. You may call me directly at [redacted] if there is a question. It would seem to me that the credibility of both of our organizations depends upon both accurate and timely exchange of information.

With regard to this complaint, [redacted] leased a vehicle from [redacted], acquiring the vehicle from us. Since the lease provides for warranty coverage, we offered none (and are precluded ffrom doing so). Under the terms of our dealer agreement, if a customer experiences a problem, it is to be brought to us for resolution if possible. In this case, the fault apparently lay on an internal part which was beyond the scope of our capacity and required service by a dealer.

The cost of repair is a matter that is between [redacted] and [redacted].

Review: I was sold a car that was in a prior accident. As soon as I left the dealership the tire pressure light came on. I should have turned around. Instead I took it to be checked. I was told it was a sensor. When I took it back to the dealership they over inflated the tires to 42lbs. In addition there was a light that was not balanced to the other. After 4 hrs I was told the car passed inspection ,so there was nothing to be done. Then told make another appointment when the weather gets warmer.(service manager) I tried to reach out for help from my sales person no less then 10 times. He refused to talk to me. On the passengers side there is installation coming out of the door. The car grinds when making certain turns. I don't feel safe.Desired Settlement: an extended warranty to make this car whole.

Business

Response:

April 23, 2014Dear [redacted]:I have reviewed your letter of April 29, 2014 transmitting the concerns of [redacted].**. [redacted] purchased a 2013 [redacted] on February 17, 2014. She paid $16,010.According to her statement, she immediately noticed a problem with the tire pressure light. Rather than returning to CarSmart, she went someplace else to have it checked and was told that it was a sensor problem. She then made an appointment and brought it back to CarSmart to have the issue addressed.Our records show that we performed the repair (and another minor unrelated issue) on March 7 to her satisfaction. We requested that she return for a follow up appointment to be sure that the issue was resolved. She never made an appointment to do so, Rather, on March 27, 2014 she apparently filed a complaint with your organization, now alleging additional issues, although she does not allege that the initial repair was not effective. We are unaware of these additional issues and have never had an opportunity to address them.If she has issues with the car that we have not been made aware of, we would again request that she make an appointment for a follow up appointment when we can have a face to face meeting to determine what problems may exist and how we believe we should respond.Thank you.Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved

Review: [redacted]

I am rejecting this response because: . When I left this dealership the light came on for tire pressure. The manual said have this checked right away. When I did take it to this dealership the tires were over inflated. This was something unsafe to do. When the light should have come on it didn't. I also checked my phone records after this service appointment. I called this dealership 27 times. The sales person who had said "call if you have any concerns or questions" would not take my calls. I was unhappy with the service department. When I voiced my concerns to the service manager he said "It passed Inspection" Since then this car leakes in the trunk, the ac doesn't work and there is a grinding sound beneath the car. I feel this car is a lemon and I will need additional coverage for future repairs.

Regards,