Initial Business Response /* (1000, 25, 2015/10/15) */
Customer satisfaction is paramount to the Smith Auto Groups continued success in southwest Missouri and we handle all customer concerns with their due diligence and work hard to rectify any and all customer concerns in an expeditious and
satisfactory manner
I have done a thorough investigation on the issuesThe extended warranty contract did state the term as far as miles and expiration dateWe do have a full disclosure policy here at the dealershipIn fact, we do and audio and video recording of every business transaction to assure transparency and complianceHowever, I do know that customer do miss certain thing from time to time because they are signing a lot of documents and things can get missedWe have rectified the problem by extending Mr***'s warranty through February and/or miles
*** Joyce
General Manager
Initial Business Response /* (1000, 5, 2015/12/22) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [email protected]
THIS VEHICLE HAS BEEN IN FOR SIX SERVICE VISITS SINCE NEW, FIRST BOOSTER FAILED 10/16/14 WITH 18740 MILES, REPAIR COMPLETED 10/22/14....
SECOND BOOSTER FAILED 10/23/15 AT XXXXX MILES WAS DUE TO A FAILURE OF THE ENGINE MOUNTED VACUUM PUMP, THIS FAILURE ALLOWED ENGINE OIL IN TO THE VACUUM SYSTEM OF THE BOOSTER, SERVICE BULLETIN ADVISED TO REPLACE ALL ASSOCIATED COMPONENTS DUE TO CONTAMINATION, REPAIRS WERE COMPLETED 11/11/15 DUE TO BACKORDERED PARTS. VEHICLE WAS RETURNED 11/23/15 WITH A COMPLAINT OF SHAKING STEERING WHEEL AND A GRINDING NOISE, CUSTOMER WAS PLACED IN A SERVICE LOANER FOR TWO DAYS, SERVICE TECHNICIAN CHECKED THE VEHICLE FOR CONCERNS AND ROAD TESTED VEHICLE, WAS UNABLE TO DUPLICATE ANY CONCERNS, THE FIXED OPERATIONS DIRECTOR DROVE THE CAR SEVERAL DIFFERENT TIMES OVER THE TOW DAY PERIOD AND WAS UNABLE TO DUPLICATE ANY CONCERNS AS WELL. CUSTOMER CAME IN WITH THE VEHICLE ON 12/15 AND TOOK [redacted] FOR A DRIVE, CUSTOMER WAS UNABLE TO DUPLICATE AND NOISE OR VIBRATION AT HIGHWAY SPEEDS OR IN A PARKING LOT.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Im more upset about the fact that Smith Auto didnt even care to take a look further into my car. I drove it to Mclarty daniel in bentonville they heard the noise and felt what I was talking about (the grinding) and they look my car over night and now they ordered a brand new break booster again on 12/18/15 and something else for the grinding in my steering wheel. This is the 3rd break booster in 1 year and the second on that they are replacing in in a month and a half. My daughter is always in the car and having your breaks go out on the highway isnt safe!!
Initial Business Response /* (1000, 25, 2015/10/15) */
Customer satisfaction is paramount to the Smith Auto Groups continued success in southwest Missouri and we handle all customer concerns with their due diligence and work hard to rectify any and all customer concerns in an expeditious and
satisfactory manner
I have done a thorough investigation on the issuesThe extended warranty contract did state the term as far as miles and expiration dateWe do have a full disclosure policy here at the dealershipIn fact, we do and audio and video recording of every business transaction to assure transparency and complianceHowever, I do know that customer do miss certain thing from time to time because they are signing a lot of documents and things can get missedWe have rectified the problem by extending Mr***'s warranty through February and/or miles
*** Joyce
General Manager
Initial Business Response /* (1000, 5, 2015/12/22) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [email protected]
THIS VEHICLE HAS BEEN IN FOR SIX SERVICE VISITS SINCE NEW, FIRST BOOSTER FAILED 10/16/14 WITH 18740 MILES, REPAIR COMPLETED 10/22/14....
SECOND BOOSTER FAILED 10/23/15 AT XXXXX MILES WAS DUE TO A FAILURE OF THE ENGINE MOUNTED VACUUM PUMP, THIS FAILURE ALLOWED ENGINE OIL IN TO THE VACUUM SYSTEM OF THE BOOSTER, SERVICE BULLETIN ADVISED TO REPLACE ALL ASSOCIATED COMPONENTS DUE TO CONTAMINATION, REPAIRS WERE COMPLETED 11/11/15 DUE TO BACKORDERED PARTS. VEHICLE WAS RETURNED 11/23/15 WITH A COMPLAINT OF SHAKING STEERING WHEEL AND A GRINDING NOISE, CUSTOMER WAS PLACED IN A SERVICE LOANER FOR TWO DAYS, SERVICE TECHNICIAN CHECKED THE VEHICLE FOR CONCERNS AND ROAD TESTED VEHICLE, WAS UNABLE TO DUPLICATE ANY CONCERNS, THE FIXED OPERATIONS DIRECTOR DROVE THE CAR SEVERAL DIFFERENT TIMES OVER THE TOW DAY PERIOD AND WAS UNABLE TO DUPLICATE ANY CONCERNS AS WELL. CUSTOMER CAME IN WITH THE VEHICLE ON 12/15 AND TOOK [redacted] FOR A DRIVE, CUSTOMER WAS UNABLE TO DUPLICATE AND NOISE OR VIBRATION AT HIGHWAY SPEEDS OR IN A PARKING LOT.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Im more upset about the fact that Smith Auto didnt even care to take a look further into my car. I drove it to Mclarty daniel in bentonville they heard the noise and felt what I was talking about (the grinding) and they look my car over night and now they ordered a brand new break booster again on 12/18/15 and something else for the grinding in my steering wheel. This is the 3rd break booster in 1 year and the second on that they are replacing in in a month and a half. My daughter is always in the car and having your breaks go out on the highway isnt safe!!