Response to complaint [redacted] : ? Unfortunately sometimes we run into situation where there are underlying problems to the more obviousThis regrettably is one of those instancesThe complainant first visited our store on 4/20/with his Smart Car, miles with several complaints but the one specifically related to this Revdex.com complaint was that he ABS (Antilock Braking System) had a warning light onAfter the technician read out the fault memory of the vehicle and seeing that the fault was for an implausible reading at the right rear wheel speed sensorThe technician then followed the diagnostic steps as outlined per Smart Car repair manualOne of the first items that the system has us check is the resistance in the wiring between the ABS control unit and the wheel speed sensorThis was found to be in specificationWe then were to check the resistance of the wheel speed sensor itself and found this to be out of specifications and therefore the part to be faultyWe replaced the wheel speed sensor and then test drove the car miles at the end of the test drive we again hooked up the diagnostic machine to see if the vehicle had faults and there were none so we released the car to the customer? Customer retrieved car on 4/30/2018, length of repair was due to other repairs and dealing with customer’s extended warranty company to get authorization for repairs ? The Second visit to our store was on 05/14/with mileage being on it with the same complaint about the ABS light being onWe again tested the vehicle and ? again found a fault for the right rear speed sensor system he again followed the diagnostic tree outlined in by Smart Car repair manualThis time there was no issue found in the resistance so he continued on the path finding that the contact ring for the rear hub was being picked up by the sensor itself and replaced the hubAfter a test dive of only miles this time the ABS light came on once againAgain the tech followed the diagnostic tree and ultimately found that the pickup ring on the right rear axle was broken and the ultimate cause of the failure? This unfortunately was a domino affect and the one item failing took out the other pieces and while not always typical does happen from time to time ? I will add on the repair side for this and few other issues the customer had were covered by his extended warranty and was no money out of his pocket other than the initial purchase of the contract that he purchased prior to any repairs being needed as well as the extended warranty company were satisfied with all repairs and diagnostic being properly done and paid the bill in full ? The other part of the complaint regarding the loaner car is somewhat true on both side of the conversationYes we had a loaner car but it was reserved for another customer with a smart car and being that we are no longer a selling dealer of Smart Cars we only have oneThis customer ended up getting the loaner car that the other customer had reserved but thankfully the other customer was understanding of the situation and allowed us to shuttle them ? To our knowledge the vehicle is repaired and there were no additional charges to the customer ? Regards, ? ? ? ? [redacted] Director of Parts and Service
Complaint: ***
I am rejecting this response because:I paid $dollars previously for the same issueI could upload the photo showing the ABS light on with the same milage as the first servicing, but it doesn't mater as the car is now working and the warranty that didn't cover the $for the first servicing covered the second servicingNo need for further dialogue, but I am glad that it was fixed the second time
Sincerely,
*** ***
Response to complaint ***: Unfortunately sometimes we run into situation where there are underlying problems to the more obviousThis regrettably is one of those instancesThe complainant first visited our store on 4/20/with his Smart Car, miles with several complaints
but the one specifically related to this Revdex.com complaint was that he ABS (Antilock Braking System) had a warning light onAfter the technician read out the fault memory of the vehicle and seeing that the fault was for an implausible reading at the right rear wheel speed sensorThe technician then followed the diagnostic steps as outlined per Smart Car repair manualOne of the first items that the system has us check is the resistance in the wiring between the ABS control unit and the wheel speed sensorThis was found to be in specificationWe then were to check the resistance of the wheel speed sensor itself and found this to be out of specifications and therefore the part to be faultyWe replaced the wheel speed sensor and then test drove the car miles at the end of the test drive we again hooked up the diagnostic machine to see if the vehicle had faults and there were none so we released the car to the customer Customer retrieved car on 4/30/2018, length of repair was due to other repairs and dealing with customer’s extended warranty company to get authorization for repairs The Second visit to our store was on 05/14/with mileage being on it with the same complaint about the ABS light being onWe again tested the vehicle and again found a fault for the right rear speed sensor system he again followed the diagnostic tree outlined in by Smart Car repair manualThis time there was no issue found in the resistance so he continued on the path finding that the contact ring for the rear hub was being picked up by the sensor itself and replaced the hubAfter a test dive of only miles this time the ABS light came on once againAgain the tech followed the diagnostic tree and ultimately found that the pickup ring on the right rear axle was broken and the ultimate cause of the failure This unfortunately was a domino affect and the one item failing took out the other pieces and while not always typical does happen from time to time I will add on the repair side for this and few other issues the customer had were covered by his extended warranty and was no money out of his pocket other than the initial purchase of the contract that he purchased prior to any repairs being needed as well as the extended warranty company were satisfied with all repairs and diagnostic being properly done and paid the bill in full The other part of the complaint regarding the loaner car is somewhat true on both side of the conversationYes we had a loaner car but it was reserved for another customer with a smart car and being that we are no longer a selling dealer of Smart Cars we only have oneThis customer ended up getting the loaner car that the other customer had reserved but thankfully the other customer was understanding of the situation and allowed us to shuttle them To our knowledge the vehicle is repaired and there were no additional charges to the customer Regards, *** *** Director of Parts and Service
Initial Business Response /* (1000, 5, 2015/09/16) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@mbokc.com
The customer had a simple mis-understanding regarding a coverage check for the specific oil leak issueOnce it was established the specific leak
was from a covered component the repairs were performed on the 11th of Sept and the vehicle was returned to the customer repaired
Response to complaint [redacted] : ? Unfortunately sometimes we run into situation where there are underlying problems to the more obviousThis regrettably is one of those instancesThe complainant first visited our store on 4/20/with his Smart Car, miles with several complaints but the one specifically related to this Revdex.com complaint was that he ABS (Antilock Braking System) had a warning light onAfter the technician read out the fault memory of the vehicle and seeing that the fault was for an implausible reading at the right rear wheel speed sensorThe technician then followed the diagnostic steps as outlined per Smart Car repair manualOne of the first items that the system has us check is the resistance in the wiring between the ABS control unit and the wheel speed sensorThis was found to be in specificationWe then were to check the resistance of the wheel speed sensor itself and found this to be out of specifications and therefore the part to be faultyWe replaced the wheel speed sensor and then test drove the car miles at the end of the test drive we again hooked up the diagnostic machine to see if the vehicle had faults and there were none so we released the car to the customer? Customer retrieved car on 4/30/2018, length of repair was due to other repairs and dealing with customer’s extended warranty company to get authorization for repairs ? The Second visit to our store was on 05/14/with mileage being on it with the same complaint about the ABS light being onWe again tested the vehicle and ? again found a fault for the right rear speed sensor system he again followed the diagnostic tree outlined in by Smart Car repair manualThis time there was no issue found in the resistance so he continued on the path finding that the contact ring for the rear hub was being picked up by the sensor itself and replaced the hubAfter a test dive of only miles this time the ABS light came on once againAgain the tech followed the diagnostic tree and ultimately found that the pickup ring on the right rear axle was broken and the ultimate cause of the failure? This unfortunately was a domino affect and the one item failing took out the other pieces and while not always typical does happen from time to time ? I will add on the repair side for this and few other issues the customer had were covered by his extended warranty and was no money out of his pocket other than the initial purchase of the contract that he purchased prior to any repairs being needed as well as the extended warranty company were satisfied with all repairs and diagnostic being properly done and paid the bill in full ? The other part of the complaint regarding the loaner car is somewhat true on both side of the conversationYes we had a loaner car but it was reserved for another customer with a smart car and being that we are no longer a selling dealer of Smart Cars we only have oneThis customer ended up getting the loaner car that the other customer had reserved but thankfully the other customer was understanding of the situation and allowed us to shuttle them ? To our knowledge the vehicle is repaired and there were no additional charges to the customer ? Regards, ? ? ? ? [redacted] Director of Parts and Service
Complaint: ***
I am rejecting this response because:I paid $dollars previously for the same issueI could upload the photo showing the ABS light on with the same milage as the first servicing, but it doesn't mater as the car is now working and the warranty that didn't cover the $for the first servicing covered the second servicingNo need for further dialogue, but I am glad that it was fixed the second time
Sincerely,
*** ***
Response to complaint ***: Unfortunately sometimes we run into situation where there are underlying problems to the more obviousThis regrettably is one of those instancesThe complainant first visited our store on 4/20/with his Smart Car, miles with several complaints
but the one specifically related to this Revdex.com complaint was that he ABS (Antilock Braking System) had a warning light onAfter the technician read out the fault memory of the vehicle and seeing that the fault was for an implausible reading at the right rear wheel speed sensorThe technician then followed the diagnostic steps as outlined per Smart Car repair manualOne of the first items that the system has us check is the resistance in the wiring between the ABS control unit and the wheel speed sensorThis was found to be in specificationWe then were to check the resistance of the wheel speed sensor itself and found this to be out of specifications and therefore the part to be faultyWe replaced the wheel speed sensor and then test drove the car miles at the end of the test drive we again hooked up the diagnostic machine to see if the vehicle had faults and there were none so we released the car to the customer Customer retrieved car on 4/30/2018, length of repair was due to other repairs and dealing with customer’s extended warranty company to get authorization for repairs The Second visit to our store was on 05/14/with mileage being on it with the same complaint about the ABS light being onWe again tested the vehicle and again found a fault for the right rear speed sensor system he again followed the diagnostic tree outlined in by Smart Car repair manualThis time there was no issue found in the resistance so he continued on the path finding that the contact ring for the rear hub was being picked up by the sensor itself and replaced the hubAfter a test dive of only miles this time the ABS light came on once againAgain the tech followed the diagnostic tree and ultimately found that the pickup ring on the right rear axle was broken and the ultimate cause of the failure This unfortunately was a domino affect and the one item failing took out the other pieces and while not always typical does happen from time to time I will add on the repair side for this and few other issues the customer had were covered by his extended warranty and was no money out of his pocket other than the initial purchase of the contract that he purchased prior to any repairs being needed as well as the extended warranty company were satisfied with all repairs and diagnostic being properly done and paid the bill in full The other part of the complaint regarding the loaner car is somewhat true on both side of the conversationYes we had a loaner car but it was reserved for another customer with a smart car and being that we are no longer a selling dealer of Smart Cars we only have oneThis customer ended up getting the loaner car that the other customer had reserved but thankfully the other customer was understanding of the situation and allowed us to shuttle them To our knowledge the vehicle is repaired and there were no additional charges to the customer Regards, *** *** Director of Parts and Service
Initial Business Response /* (1000, 5, 2015/09/16) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@mbokc.com
The customer had a simple mis-understanding regarding a coverage check for the specific oil leak issueOnce it was established the specific leak
was from a covered component the repairs were performed on the 11th of Sept and the vehicle was returned to the customer repaired