Mike Smith Auto Group

Complaint: 10834589
I am rejecting this response because:In my first letter to you I mentioned the $150.00 and test.  Unless the wrong fluid was put in before I bought the vehicle then I don't know.  We didn't do it.  I know you can't help me but I need to tell you that a man called my daughter in law, [redacted] and told her he was [redacted] from Nissan and he was going to file a formal complaint against Mike Smith Auto Group for the way she was treated. They treated her very badly, like I am the big guy here and you are nothing. I just paid $2,636.25 to get my car out of the shop, so until I get reimbursed for my money, you can consider it unresolved.
Sincerely,
[redacted]

Per phone conversation with Revdex.com: 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10312643, and find that this resolution is satisfactory to me.   In the future, I...

don't want any trouble when I bring my car to be serviced.
Sincerely, [redacted]

This customer came in asking to have the water pump replaced. As you can see the customer’s complaint below we did as asked. We could not test drive the vehicle because the strut was being held on with bailing wire. See technicians story from the RO below also. The customer did bring the...

vehicle back with it running hot. The bypass hose and radiator cap were leaking. We replaced them both internally ($175.00) free of charge to the customer. We provided and he received the service he asked for. We replaced his water pump and even more. His request for half of his money back is not justified. [redacted] - SVC MGRCUSTOMERS COMPLAINT ON THE REPAIR ORDER:General Concern #1 [Customer states WANTS NEW WATER PUMP INSTALLED,CHECK AND ADVISE]TECHNICIANS STORY ON THE REPAIR ORDER:REPLACED WATER PUMP, TENSIONER AND GASKETS AS PER CUSTOMER REQUEST. ALL RUNNING FINE AT THIS TIME. DID NOT TEST DRIVE DO TO SAFETY ISSUES NOT ADDRESSED WITH SUSPENSION.I as well spoke with this customer and explained to them that in order for us to know what all was wrong with the vehicle, we had to fix the water pump issue first. The customer stated that they understood that. As well as the vehicle was not safe for anyone here to drive as we had indicated that to the customer, and recommended that the repairs be made to correct the safety concerned and the customer declined to do so.Thank you,[redacted]General ManagerMike Smith CJDR

This was not a
call by Mike Smith Nissan.  Nissan USA was involved in order to claim this under warranty and asked for a fluid
sample and a legal receipt from the previous shop that had worked on the
transmission b/c
the shop Foreman
and I did noted red ATF fluid not CVT...

(Green/Blue) fluid as it should have been
in the transmission.
First they agreed to fluid sample and said they would
try to produce a receipt from the other transmission shop.  Then came back
in and declined to do the fluid test and stated they could not get a receipt
from the previous shop.  At that point per Nissan USA we could not
continue.  The previous RO from December of 2014 was for an engine light,
dealing with Evaporative Emissions  (fuel tank) nothing to do with the transmission. 
They would need to point all claims to Nissan USA, since it was the
Manufacturer not us as the dealer that required the items to be complete. 
They removed the vehicle from our shop with no repairs made.  Let me know
if you need any further information, thank you.   
 
[redacted]
Mike Smith Nissan Service Manager

Complaint: 10526414
It is the Nissan dealership.
Sincerely,[redacted]

At this point I
don’t know what to say.  In response to Mr. **’s comment “I
had thought it is a simple game because I trusted Mr. [redacted] at that time  “.  These men and women who
work at all of these car dealerships dedicate a lot of time to their
profession(most 60 hours a week).  This is not a game that these people
play from 9:00 to 7:00 and then go to their real job.  Mike Smith Honda
did Mr. ** a courtesy that apparently was not well appreciated.  He could
still currently be driving the LX CRV due to the legally binding contract that
he signed.  I can assure the dealership made close to nothing as well as
the sales person.  Mr. ** got a great deal and should be extremely
pleased.          [redacted]

I just spoke with our sales manager at Mike Smith Nissan, He confirmed that the deal was not correct due to the amount of the trade in or something being not being funded that changed her numbers.  We were not aware of this she notified us when she received her statement noticing the...

amount difference.  We took care of this immediately had to redo all the paperwork and she resigned everything. I was told that we have fixed this problem and if there is anything that we need more to do please let us know. Sorry for any trouble this may have cause you. thank you and have a great day!

I have notified the dealerships and we have figured out that Mrs. [redacted] purchased the vehicle from our Mike Smith Nissan store and that the tags and registration was filled out correctly to her vehicle. I have spoke with our title clerk and she has pulled up Mrs. [redacted]s information and we have proof to show it was registered in her name with the 2013 Juke vin# to match. We also have the tags info to prove that the vehicles had the correct tags. I can attach these items if I need to show the proof. Also our Service Department pulled the recent info of Mrs. [redacted] getting her tags done in the town of Anderson and it doesnt state there were any problems. I would be happy to send all the documents to show proof on our end that it was done properly.  See statements below of our management helping solve this problem.  I talked to her
yesterday and informed her that we did everything right and that with the new
one sticker law in place it has messed up a lot of people’s registrations and
inspections.  I emailed her a copy of the original registration for her
vehicle.- [redacted],  Sales ManagerWhen the state
of Texas changed the new state inspection law March 1st it has
created a lot of issues, because her state was over 365 days old or there was
no record of it in the new system she was required under the new law to get
another Inspection. PLATES and REGISTRATION was done correctly. I have a feeling
were going to see a whole lot more of these types of complaints because of the
new law. - [redacted], Title Clerk Manager On the state
inspection sticker as I pulled the inspection report just performed in Anderson
and they noted no issues with the state inspection sticker on the car, see
attached.  Also they show the plates to be [redacted], also in report. [redacted],   Service Manager

We have 2 attachments attached.Our initial response remains the same.  The vehicle had attempted repairs at an independent repair facility not certified by Nissan.  Those repairs did fail and the vehicle was brought back in to our shop.  As stated prior we cannot guarantee the work of another shop nor can we guarantee their abilities and knowledge.  We did find evidence of wires being cut into for some reason which connect directly to the ECM and EGR valve and can cause damage to both units.  Please find attached signed completed work order and pre-work order signed as well by Mr. [redacted].  Both of which show he authorized the work to be performed and also authorized the repairs as complete when he picked his vehicle up and paid for his bill.  Both signatures and payment were received prior to Mr. [redacted] challenging the repairs or cost of repairs.  Also please note in the case file, that prior to the final authorization of repairs, Mr. [redacted] asked for a discount to complete the work here.  We did give Mr. [redacted] a discount as he asked, the discount was $306.37 in both parts and labor.  Also attached is a screen shot of internal tracking from when I spoke with Mr. [redacted]’s wife and then he called back and approved the order of the ECM and proceeding with repairs while he was going to be out of town.  As well as mention of the discounts mentioned above.  [redacted]Service Manager

attached is the invoice for the windshield replacement after the vehcile was returned

The dealership stands by our original customer goodwill gesture to repair the scratch on her wheel. [redacted]General ManagerMike Smith AutoGroup[redacted] direct

Complaint: 10546636
I am rejecting this response because: This dealership even  applied hidden fees to my contract for products that I did not request.  I was charged for something called a pro pack that I did not request. When I went back to the dealership to question what this pro pack was,  he begin to explain something about car rugs and kits that was about 899. I then told the guy not only was I not notified about this,but I didn't even receive these items. I should have been given an option as to whether or not I wanted to add these item to my contract. Also I should have been explained in detail what this consisted of.
Sincerely,
[redacted]

Complaint: 11947587
I am rejecting this response because: I was informed that Mike Smith replied to my first complaint with an offer to trade in. That is NOT a reasonable solution for several reasons. I paid a down payment 6 months ago and was asked to give another down payment for a different vehicle. Coming up with another down payment is an inconvenience. I do not have a co signer or another down payment to get another car. How is that a reasonable solution to a faulty vehicle that was sold me to? I have to pay more money to fix a problem that I didn't create? Never was I offered solutions such as: paying for the repairs, refunding me for the repairs I've already paid for, or exchanging my vehicle for another one of equal value. Mike Smith Auto has claimed to be on my side and stated that they would file an appeal against the warranty company demanding that they pay for the repairs. Unfortunately, after speaking with the warranty company for myself, I soon learned that Mike Smith Auto never file an appeal. Gaining another sale from me is not resolving the original issue; my 6 month old purchase breaking down numerous times. From the moment I drove my car off of the lot, I've had issues which makes me feel as if there were known problems that weren't communicated to me. Therefore, I'm demanding that Mike Smith Auto take responsibility in selling me a bad car and reimburse me the money I put into a car that I haven't been able to fully enjoy OR offer a solution that doesn't require me paying another down payment. The sum of all of the repairs within these 6 months is $2373.   Sincerely,  [redacted]

There  are 2 issues here.#1) The 1st is that the tire was leaking air prior to arriving here.  The cause is damage to the inside of the wheel, preventing it from making a clean seal with the tire.( Damage to the wheel is not a warranty item). The tire has been...

patched before and we recommend the customer replace the wheel and put another tire on due to the prior patch location on the tire.#2)  We dont know for sure whether the wheel was scratched on the outside prior to it arriving here. However, for customer good will we agreed to repair the scratch and will still do so.  However,  doing that will not fix her leak which is caused by the damaged wheel.

Complaint: 10866891
As per phone message from Mr [redacted]:  The consumer drove up to the service dept at Mike Smith Honda (1515 IH 10 in Beaumont) and the lady came to his car and ask what was the issue he was having, he told her it was his keys and she told him to come in and took him to the parts dept. and did not write up anything-no paperwork.  There were three or four gentlemen in there and one ask to see his keys and kinda banged them around and then stated we can fix them but it would be $200 to set the computer and $100 for each key.  Mr [redacted] stated he would have to look into this and then three days later one of the keys just started working but the other one is still having issues and they wanted to charge me over $300 dollars.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10526414, it was the Nissan dealership.
Sincerely, [redacted]

Complaint: 12102619
I am rejecting this response because:In his response, Mr. [redacted] states my outside mechanic probed wires incorrectly and the USM cover was damaged. However, he then states all 6 wires on the ERG valve tested good and there were no short to ground and no opens. My outside mechanic has been in the business for several years and I watched as he showed me exactly what he did when he replaced the ERG valve the first time. Nissan literally charged me a diagnosis fee and just did the exact same job he did with a "genuine Nissan part". Then when their labor did not fix the problem, they proceed to blame my mechanic.Meanwhile they clearly did not know what they were doing so they had to call the Nissan engineers who finally helped them figure out it was the ECM, and not the EGR because like Mr. [redacted] said all 6 wires from EGR to ECM were just fine. My point here is that as a "licensed" dealership, Nissan should not just be copying an outside mechanic's diagnosis and then blaming them whey too cannot fix the problem. Furthermore, they cannot charge me for fixing problems that do not exist. They basically replaced my EGR valve again and charged me $279 for no reason whatsoever because it did not fix the problem. Their diagnosis fee of $439 resulted in an incorrect diagnosis. Anyone who own a vehicle out of warranty takes their car to a less expensive mechanic prior to taking it to the dealership. My outside mechanic works at Two Amigos in Beaumont and are all licensed. When my outside mechanic replaced the EGR and the problem was not fixed I took it to Nissan. They should have diagnosed the ECM in the first place and not just throw in a "genuine" Nissan EGR and hoped for the best. Furthermore, a diagnosis fee of $439 is ridiculous as most auto mechanics charge $99 for a diagnosis. Furthermore, the whole process took about 2-3 weeks during which time I had to fly out of Houston. I had to pay $170 for a rental because Mike Smith (who has a dealership in Beaumont) could not provide me with even the smallest car for a loaner for the weekend. I understand this is beside the point of the complaint, however it shows the poor customer service they provided during the entire incident.I am continuing this complaint because I feel Nissan is not making any effort in resolving anything or coming to an agreement regarding all the charges they placed on me after incorrectly diagnosing and incorrectly "fixing" my problem. I would like the Revdex.com to be informed of this as I am sure other clients have had similar problems with this dealership and I do not believe they deserve Revdex.com status. I appreciate the Revdex.com's assistance in this matter. 
Sincerely,
[redacted]

Complaint: 10940694
I am rejecting this response because:I have filed a complaint with Dodge and have since been redirected to another dealership. Mike Smith alleges that the interior damage that they could not find for roughly 5 to 6 hours is the cause for the leak. They only found this damage after I noticed that my rim was scratched while in their care.  It was a nice way to cover their rear ends. My car, the tire that was previously patched, the rim, etc. was all safe to drive on and they could not find what was causing the leak UNTIL I pointed out my rim was scratched. As stated, I have since been to another dealership and the tire has been replaced, yet I still have a scratched rim. The other dealership has also diagnosed the rim as not causing the tire to leak despite the "magically" appearing interior damage to the rim. Yes, my vehicle was brought in to diagnose a tire leaking at the seal of the rim. No one could find the problem until after the rim was scratched, then a slew of problems could be found at MY EXPENSE. And, now after being sent to another dealership, none of what was being told to me was actually factual. I did not need the list of items replaced that was stated by Mike Smith.I do not accept this response because I will not under any circumstances allow anyone at that dealership to work on my car again. They can make arrangements for my rim to be replaced or the repair to the rim to be handled elsewhere, but absolutely not at Mike Smith. 
Sincerely,
[redacted]

We sent the headliner out to be repaired, once it came back we agreed with the customer that it could have been a better job and agreed to send it back out and also replace the couple items that had been scratched and repair the inside rear taillight. We are waitng on him to bring it back in.