Dave Smith Motors

Revdex.com:I wonder why two employees of [redacted] told me to take the camper off the truck because the tires do not support the weight.  So can the tires carry the camper or not?
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I've done all I can to find satisfaction, which sadly, I am lacking.
Sincerely,
[redacted]

We are genuinely sorry for the time lapse and concern we caused Mr. and Mrs. [redacted]! Unfortunately our Sales Consultant failed to share the Issue that was identified the day of delivery along with the customers information. The first I learned of this was when I returned from Vacation and read the...

Revdex.com Complaint that was filed. It is not how I would want to learn of about an issue but I am thankful it was brought to my attention as we certainly want and will resolve issues we are responsible for. I contacted Mr. [redacted] acknowledging the issue and apologizing for what occurred. The $200.00 that was promised by our Sales Consultant was mailed 3 Day Priority. I Ordered out a replacement Interior Door Panel with their local certified dealership which came in today. Arrangements have been set up with their local dealerships Service Department for the Installation. I placed a call and sent an Email to Mr. [redacted] with the information so he can set up an appointment that will work best to his schedule. It has been my pleasure to assist them. We are truly sorry that information was not communicated so we could follow through with what was promised.

Mr. [redacted] selected a vehicle he chose to purchase it. On February 28, 2017 at 11:48 am he placed a Deposit on it to secure it in his name and for us to remove it out of our Inventory while proceeding forward with finalizing the purchase process. Prior to taking the Deposit our sales consultant...

read over the phone our "Disclosure" regarding our Non-Refundable Deposit Policy which he understood and agreed to. It was a commitment to purchase. Since it was the last day of the month he wanted to secure the Rebates and Incentives that were available to him as well. This commitment to purchase was clearly explained with the Disclosure regarding the Deposit along with a Disclaimer about his purchase and the communication to the manufacturer that he was purchasing this vehicle he selected to safeguard their Rebates. On 3/14 at 11:30 am when speaking with our dealership he stated he understood the Deposit was Non-Refundable but now he needed to back away due to unforeseen expense that came up. Upper Management has honored Mr. [redacted] request for a Deposit Refund. On March 17, 2017 @ 9:16 am Dave Smith Motors processed that Refund. Depending on the bank that issued that Visa it may take them 4-10 to process, it just depends on their processing. It is important to note that Dave Smith Motors never said we would take him to Court. Mr. [redacted] was the one projecting that idea, not Dave Smith Motors. Full respect was given to Mr. [redacted] and his request, every phone call was carefully reviewed to know the true facts for both parties. We appreciate the opportunity Mr. [redacted] gave us to earn his business. We conducted business professionally with complete clarity to our Policies which were understood and agreed upon by Mr. [redacted].

Revdex.com - ID [redacted]210 North Division • Kellogg, Idaho 83837www.usautosales.com1-800-635-8000[redacted]Revdex.comMr. [redacted] 2nd key Fob was sent to him on May 11, 2016 at 1: 10PM. It wassent 2 Day Priority through the US Postal system. I did a follow-up call withhim to make sure he...

received it. He returned my call confirming he now hadit in his possession. I also provided to him a self addressed stamped envelopefor the programming of the key Fob. Once I receive that I will have areimbursement check issued to him.Sincerely,Sherry Q[redacted]Customer Relations Manager - Dave Smith Motors

Dear Revdex.com,                              My case number ID [redacted] has been resolved with full payment back to me so I would like to close my case. Thank you [redacted]

Thank you for your patience Ms. [redacted]. Please know I have been researching your issue, speaking with our Accessory and Tire Shop Managers, the gentleman that Orders all of our vehicles along with your Sales Consultant that assisted you with your selection and delivery. I just need a few...

answers from you and then I can present your issue to Upper Management for their review and direction. 
Would you please provide to me the current mileage on your Chevrolet Silverado along with the name of the Tire Shop that inspected your tires and shared you had the wrong set of Tires. With those two pieces of information I will be able to proceed on your behalf. Thank you for your assistance and patience Ms. [redacted]. I look forward to receiving the above information.

Mr. [redacted] request for a Deposit Refund was honored after reviewing his unique situation. He was in agreement to our "Deposit Agreement" that was presented to him at the time of placing his Deposit. Unfortunately, we had two Sales Consultants that he was working with leave our employment....

This caused a 10 day delay where there was no communication until one of our Senior Consultants was asked to step in and facilitate the rest of the Sales Transaction and Delivery. We are genuinely sorry for the concern this created for him, it caused him much uncertainty! On December 12, 2017 at 4:38 pm Mr. [redacted] Deposit of $500.00 was Refunded back to his Visa Card. Depending on the bank that issued that card it may take them from 4-10 Business days before he will see it posted to his account. It just depends upon their process for posting a Credit. This was a very unusual situation that occurred and again we are truly sorry! Sincerely, Sherry Q[redacted] Dave Smith Motors [redacted]@usautosales.com http://www.davesmith.com 1-800-635-8000 ext. [redacted]

In response to Ms. [redacted] request to have her Extended Warranty Contract reinstated for the full TERM it has been honored. Her response was presented to our Finance Department Manager and he contacted the Company on her behalf and they have agreed to reinstate the Warranty upon receiving the amount of money that had been refunded to her on October 20, 2017. Once we receive the Check we will be able to facilitate Reinstating of the Extended Warranty. Our Finance Manager will contact her to assure her the check is received and her Warranty reinstated at which time it will allow them to discuss with complete clarity and answer any questions she may have. I look forward to receiving her response sharing if she would like to pursue this direction. Ms [redacted] is making strong accusations against our dealership which are not true but I can understand her perspective. I believe with all the information the consumer is taking in at the time of delivery there may be some confusion but we are always here to answer any questions one might have at any given time, day of delivery or any time after. Integrity, Honesty and Business Ethics are of highest importance to our dealership. It is an impressive company to see what all we extend to the Consumer and the value we place on our customers. Sincerely, Sherry Q[redacted] Dave Smith Motors [redacted]@usautosales.com http://www.davesmith.com 1-800-635-8000 ext. [redacted]

Please accept my apology Mr. and Mrs. [redacted] on behalf of Dave Smith Motors. This is clearly not how our company conducts business! We are genuinely sorry for what surrounded what began as a wonderful buying experience with our dealership only to have it fall through the cracks due to our, your...

Sales Consultant leaving our employment soon after she spoke with you on August 3rd. It is apparent your File was not given to another Sales Consultant to facilitate and assist you with the remaining process and shipping contacts. Your request you placed on August 13, 2016 to have your $500.00 Deposit Refunded has been honored. Yesterday, Wednesday, August 24, 2016 your $500.00 Deposit was Refunded at 3:30pm. I will send you your copy of the Refund Receipt for verification that Dave Smith Motors did Refund to your CC. Depending on the bank that issued that card it may take them from 4 - 10 days before you see it posted to your account. We are truly sorry for what occurred Mr. and Mrs. [redacted]!

Mr. [redacted]' request have been carefully researched and reviewed by Upper Management for their direction. We contacted his Sales Consultant that has since left our employment and we inquired about the Windshield and Passenger Outside Mirror. He replied that he did state they identified on...

the day of delivery that the Windshield was damaged and required being replaced. He went on to share that Mr. [redacted] was comfortable with this as he had a lot of miles ahead of him where something could occur. This way he will have a new Windshield when he arrives back home in Alaska. We have made those arrangements with Safelite in Fairbanks. They have already made contact with him. In regards to the Passenger Outside Mirror his Sales Consultant shared that he was not aware of a cracked mirror it was just the Windshield that was identified.
Mr. [redacted] has been most patient and cooperative with me in providing information I have requested. I have sent him a replacement mirror as a "Goodwill Gesture". It was sent out yesterday, Tuesday, January 10, 2017 via US Postal, Priority mail and will be delivered to his PO Box. It can easily be snapped into place. It is the Replacement Mirror only. Upper management authorized the reimbursement check for the Steering Pump Repair in the amount of $164.55. That too was sent out Priority mail yesterday. They are both scheduled for delivery this Saturday, January 14, 2017.
Upper Management has declined to reimburse or cover any other expenses that were requested for the following reasons:
*Mr. [redacted] came to our dealership and Inspected this vehicle. Accepted the appearance and condition of the vehicle. It would have been at that given time to make his request or express his concerns Or select a different vehicle which we would have been happy to accommodate.
*It is required by Law to post on a Pre-Owned Vehicle a "Buyers Guide". This Buyers Guide is "AS IS-No Warranty". It states "YOU WILL PAY ALL COSTS FOR ANY REPAIRS. The dealers assumes no responsibility for any repairs regardless of any oral statements about the vehicle." This form was presented to and read by Mr. [redacted] while in closing with our finance consultant. After being read it was signed indicating he agreed and understood this vehicle is an "AS IS" vehicle.
We genuinely appreciate Mr. [redacted] giving us the opportunity to earn his business. We did perform a Safety Inspection of this vehicle and it met the safety requirements. Mr. [redacted] was fully aware of the Bed of the truck, the Tires (Steele Belted with a lot of Tread) with his personal Inspection.

Mr. [redacted] is a returning customer to our dealership. He purchased with us back in 2013. He contacted our dealership inquiring about upgrading his GMC. Unfortunately the California Sales Tax and the Trade Figure prevented the purchase at this time. Mr. [redacted]'  $500.00 Deposit was...

Credited back to his Visa Card on August 5, 2016. We appreciate the opportunity to see if we could earn his business once again. Please accept my apology for any concern or frustration we may have cause as it does take time to review and present to Upper Management the request for a Refund as well as the banks Process with Posting the Credit.

Mr. [redacted] was searching for a vehicle and identified 2 specific vehicles that were listed on our web specials page.  When he inquired about them he was told that other customers had secured those vehicles with a purchase deposit.  Vehicles are listed for sale with specific rules...

and guidelines listed in the Disclaimer that is posted on the bottom of each page which states:
DISCLAIMER
Prices are good for Idaho, Washington and Alaska residents only,  Call for rebates and pricing for different States.  Not all customers will qualify for all rebates.  All vehicles are subject to prior sale.
Mr. [redacted] is welcome to continue to view vehicles for sale on our web site and if he is first to secure a vehicle with a purchase deposit then he would be able to continue with the purchase process.  The vehicle could remain on the web site for a period of time until the sale is completed.  Mr. [redacted] is also able to put a backup deposit on a vehicle that already has a deposit on it.  In the event that the first deposit placer does not complete the purchase then Mr. [redacted] would be able to purchase the vehicle.

We were sorry to learn on July 14, 2016 that Mr. [redacted] experienced issues with two of his Factory installed Goodyear tires. It is always disheartening and frustrating when having just purchased a vehicle and something goes wrong. One doesn't expect this on a new vehicle, unfortunately things can...

reveal themselves once mileage is being applied. Mechanically there are thousands of parts that are seating in. Just as a car manufacturer provides a Factory Warranty for their product 3 yrs / 36,000 miles, whichever comes first, the tire manufacturer also will cover their product under a 12 month / 12,000 mile Warranty, whichever comes first.
Mr. [redacted] purchased his new Ram 1500 on Tuesday July 12, 2016. He contacted our dealership on July 14th sharing that he experienced the day before on his drive home some issues with his tires. Our employee shared with him that his tires would be covered under that Brands tire Warranty and to take his vehicle to a Tire Shop that carries that Brand, Goodyear. Which he did, [redacted] in Eagle, close to his home. They identified that there were two tires that were "Out of Round". Unfortunately they did not have the same tires In Stock but their store in Orchard did. Orchard had the 2 tires replaced within one hour of his arrival that afternoon.
Please be assured if our dealership had experienced any issue at the time we PDI'd (Pre-Delivery Inspection with a Test Drive) or along with the Test Drive our Sales Consultant and Mr. [redacted] took the day of delivery, the 12th,  we would have addressed the concern as well prior to him leaving our dealership. We would have Road Forced the tires and would have resolved the issue as did [redacted]. Apparently this did not reveal itself until he was traveling home on the 13th as he shared with our employee. We are providing to Mr. [redacted] a check in the amount of $100.00 for Travel Assist as a Goodwill Gesture in appreciation of him giving us the opportunity to earn his business. Had this issue revealed itself to us prior to or at time of delivery we would have addressed this at that time under the Tire Manufacturer Warranty. I know that Goodyear stands behind their product and certainly does not want to frustrate their customer as well. Dave Smith Motors and Goodyear are very sorry for the imposition and concern that Mr. [redacted] experienced with two of his Goodyear Tires.

Ms. [redacted]'s request was carefully researched and then presented to Upper Management for their review and direction. They honored her request and authorized the Refund of her $500.00 Deposit she placed on a Pre-Owned Vehicle. On April 6, 2017 at 12:56pm Dave Smith Motors Refunded $500.00...

back to her Visa card. Depending on the bank that issued that card it may take them up to 4-10 Business days until she sees it posted to her account. It just depends on their process.

Revdex.com- ID [redacted]Revdex.com210 North Division • Kellogg, Idaho 83837www.usautosales.com1-800-635-8000Mr. [redacted] 's $500 Purchase Deposit was refunded on May 17, 2016 at10:59 AM. I contacted Mr. [redacted] on May 18, 2016 at 10:35 AM to assurehim that it had been credited back...

to his Visa Card. I also emailed him acopy of the refund documentation.Sincerely,Sherry Q[redacted]Customer Relations Manager- Dave Smith Motors

Dave Smith Motors is in the business to sell vehicles to consumers.  We do sell close to 1,400 each month.  It is in our benefit to sell vehicles to qualified customers.  We do not however finance the purchase of vehicles, lending institutions such as banks and credit unions...

provide that service.  We help facilitate the financing by providing certain documentation to support the qualifications of the purchaser.  The customer is required to provide supporting documentation when it is asked for by the lending institution.  When that documentation is not provided or it does not meet the standard that has been requested the loan approval process can slow down and stop until the requirements are met.  At this time we are waiting for [redacted] to provide Proof of Residence and Proof of Income to support her request for Credit that the lending institutions are requiring.  We are in the business to sell vehicles and when [redacted] provides the required documents to the lender we will be more than happy to help her purchase her vehicle of choice.

We stand on our original response as expenses were incurred to facilitate Mr. [redacted]s commitment to purchase that vehicle. Hours were spent, Documents were completed and Fed Ex'd out to Mr. [redacted]. He agreed that it was a Non Refundable Deposit prior to his commitment to purchase that vehicle. In his own words, questioning if the Deposit could be applied to the next Deal he asked
"I know you can't hold the same truck for that long. But hoping to apply the initial Deposit to the next deal?"
Our Sales Consultants response assured him that "we will be able to use the Deposit you put down again."

We appreciate Mr. [redacted] giving Dave Smith Motors the opportunity to see if we could earn his business. Unfortunately the 2006 Grand Cherokee was not to his expectation. Dave Smith Motors has Refunded Mr. [redacted]' $500.00 Deposit as requested. This transaction took place yesterday, Tuesday,...

August 22, 2017 at 5:38 pm. Depending on the Bank that issued his Visa Card they may take from 4-10 Business days before Mr. [redacted] sees their posting of his Credit. It just depends on their process. I will be mailing out today to Mr. [redacted]' his Receipt for the assurance Dave Smith Motors did Refund his Deposit he placed with us on August 18th.

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.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: I have already submitted the required documents to Rich R[redacted] which were then forwarded to Duke in finance. That is a ridiculous response just trying to avoid the situation. Sincerely,[redacted]