Smail Lincoln Mercury Mazda

Review: I bought my Mazda CX-7 from Smail Mazda. During this time I purchased an extended warranty through this dealership. My vehicle was having an issue with the turbo, the dealership said that it had corrosion and it was gaulded. Supposedly Smail Mazda lubed and cleaned the turbo at that time which was approximately over 80,000 miles. [redacted] was the warranty company that was to handle all the warranty issues up until 100,000 miles. From contacting other Mazda dealerships we were told that they have never fixed a turbo this way let alone it can not be done,only replaced when having these problems. [redacted] was never notified or charged a bill for anything done to my vehicle for the turbo at all. We asked Smail why the warranty company was not contacted and charged for this maintenance on the turbo. They told us that it was because we are such good customers. The problem now is the turbo is completely gone and the vehicle is out of warranty. Why was the turbo not replaced when the vehicle was under warranty? Was it because [redacted] would not fully reimburse them for what Smail wanted to charge for the repairs? I now have a vehicle that I am still paying for but can not drive. Even worse I somehow have to come up with over $3000 for them to replace a turbo that should of been fixed while the car was under warranty. I feel the dealership was being negligent and now not taking accountability that they were wrong fixing the car by supposedly lubricating and cleaning the turbo. Other Mazda dealerships and mechanics were questioned about the turbo, we found that there is nothing that can be done EXCEPT replacement of the turbo fully. I feel Smail Mazda needs to take responsibility and correct the problem that they could of prevented by doing the work correctly.Desired Settlement: We feel these problems could of been avoided. We think Smail Mazda should be held accountable. The warranty company was contacted by us recently and they told us that the warranty would have covered the turbo being replaced. The warranty company stated they would not have paid for lubricating and cleaning the turbo. We feel Mazda now should pay for total replacement of the turbo for their negligence. The fact is that it is a shame of the disappointment I feel about this company.

Business

Response:

Review: ON November 11 we purchased a 2008 [redacted] at smail Honda in Greensburg. upon leaving the check engine light came on. I called the dealer he said they would fix the problem. I took my car in on Dec. 26. Smail had my car for 7 days to fix the problem and inspect the vehicle. I got the car back it was not inspected and four days later the same engine codes appeared again. After calling again I was told to bring it back and they will inspect it and fix the engine codes. on Jan 13 I took it back. it was inspected and informed that the will just clear the codes. at that time I got my car and returned home. it is approximately 100 miles from my home to the car lot. I am taking my car to a local garage to have the codes repaired.Desired Settlement: I would like the cost of having my car repaired refunded and compensated for my gasoline and tolls for the 400 miles I have traveled.

Business

Response:

I read the "Customer's Statement" referenced above.

Review: After picking up my vehicle for repair to paint damage, I noticed that there was compound left on the entirety of my vehicle and paint damage still noticeable. When I addressed the issues, I was advised to bring this vehicle back to the collision center to have the compound removed and the noticeable paint damage repaired again. After the 2nd appointment, the issue was still not resolved and the collision center had to keep my vehicle longer to fix the problems that were still needed. In addition to this problem during the 3rd appointment, I was advised by the collision center that the rust on my tailgate was covered under a warranty extension and they would repair this damage at no cost but I had to schedule another appointment. When I called to schedule the appointment, they informed me it was not covered under warranty and would need to pay for the repair. After 4 unreturned phone calls, I was notified that the repairs would be covered at no cost to me. When I picked up my vehicle after the repairs on the tailgate were completed, there was compound and repair residue and debris left on the inside and outside of my vehicle. I asked to be contacted by a manager and never was. I followed up several days later and addressed my concerns with the manager, [redacted] who was unapologetic, rude, unhelpful and inappropriate. So I had to take my vehicle back to the service center to have the compound removed. When my vehicle was returned to me, there was still compound left on the outside of my vehicle and I had to return the vehicle the same day to have the remaining compound removed. From the period of October 4, 2014 to January 3, 2015 I have been greatly inconvenienced by the [redacted] due to the number of trips I've had to take to the collision center, expenses, and taking time off from work due to the negligence and incompetence of the staff.Desired Settlement: Due to the extreme number of trips I had to take between my home and [redacted] Center, I would like to be reimbursed for mileage at the federal rate. Between 10/4/14 to 01/03/15, I took 7 round trips which is approximately 29.68 miles each time for a total of 207.76 miles. I also believe Smail should review their customer service practices and retrain all staff accordingly so customers in the future do not have to experience these types of inconveniences and degradation.

Business

Response:

January 19, 2015Revdex.com - [redacted]Attn: [redacted]This letter is in response to a complaint filed by [redacted] concerning Smail Collision Center. Below are the details documented by our Collision Center manager, [redacted].[redacted] brought her [redacted] to the Collision Center to have some sort of an ash or soot debris cleaned off of her vehicle due to being in a close proximity to a fire. This is not a typical repair, but more of a trial an error to see what needs to be done to remove this substance. The original estimator at our collision center wrote the estimate to keep the vehicle for a few days because we were not sure how easy or hard it would be to clean off this residue.[redacted] then got an estimate from her insurance company which only gave about a half of a day to work on her vehicle. [redacted] scheduled her vehicle and said she needed it back by the end of the day. We did the best we could and got it back to her in the time that she had allowed us to have her vehicle. After looking at her vehicle she said there was still some debris in hard to get to areas of her vehicle, so we contacted the insurance company to get extra time to go over it again. After this we had mentioned to her that there is rust on her tailgate, which might be covered under warranty. She said she would like to have that fixed and we gave her an appointment to have that fixed. She brought her vehicle back in to have the gate fixed (which was separate from the original claim) and she also wanted a few things done to her vehicle at our [redacted] service department.Our shop fixed the rear gate and we sent it down to our [redacted] store to have the additional items fixed that she had requested.I asked the [redacted] store if they would be so kind as to wash the vehicle after they had their items done so as not to inconvenience the customer and they agreed. [redacted] called the next day to complain that there was some compound that was not washed off of her rear bumper and she wanted the technician’s name that had worked on her vehicle. I explained that we have a team of 20 people that work on vehicles and she was insistent on me giving her a name. I told her that I would not mind detailing her vehicle from front to back at no charge. She was upset and asked again for the person’s name that worked on her vehicle.I told her that I am the person responsible, but she did not like that answer and hung up the phone. She came in a week later and my production manager wiped off the compound in less than a minute.Customer service is the number one most important part of my job. I am very sorry that she was so upset, but I feel I did everything I could to try and make her happy. ([redacted].)[redacted], if more information is needed please do not hesitate to contact either [redacted] or myself at [redacted]. As [redacted] said, customer service is a priority with us and we work very hard to accommodate customer needs and even exceed their expectations. Thank you for your consideration in this matter.Sincerely,[redacted]General Manager SMAIL AUTO GROUP

Review: in Feb 2015, I brought my car MKZ to their dealership and spoke with Bill. something pop when I used steering. I said maybe it's bearing or something. while later, Bill called and said yes, it's bearing. I paid $337 and picked it up and problem has not been solved. I brought car back three times after they replace the bearing. they said nothing wrong with my car. it frustrated me. I thought it's my imagination. two weeks ago, I took my car to [redacted] for new tires and alignment, then they mentioned that steering made a noise "pop". Now someone noticed it. then I contacted Smail Lincoln and said [redacted] heard it also and they were embarrassed that they did not noticed it last year Feb 2015. I brought it back. They found the problem was the ball joint and suggested for the alignment. I told them go ahead for the ball joint but no alignment since I have the alignment warranty at [redacted], I will bring my car to [redacted] next day. told them I want a refund $337 for the bearing in Feb 2015. Bill assumed it's bearing because I said maybe bearing or something. next day, I took my car to [redacted] for alignment and I was waiting and review the receipt from Smail Lincoln and noticed that they charged me for the alignment $49.99 and 19.99 (70.00). [redacted] notified me that my car alignment was way off and they re-do alignment. Smail Lincoln never did the alignment. Today, I called them and said I should not be charged for the lincoln since I did not approved it. They refused.Desired Settlement: I want the refund $337.00 for Feb 2015 for bearing, it was not problem and not necessary to replace. and also $49.99 for alignment and 19.99 for one year agreement alignment. 337.00 + 50 + 20 = $407.00 refund.

Business

Response:

Ref ID# [redacted]This letter is in response to the complaint received from [redacted].Mr. [redacted] came into the dealership’s service department on December 23rd, 2014, with a complaint of a rotational noise while driving his Lincoln MKZ. Noise sounded like a wheel bearing. The mileage at that time was 110,197.A technician test-drove the vehicle and verified the noise, then replaced right front wheel bearing. He drove the vehicle again to verify that the noise was gone. This item was not covered by the customer’s aftermarket warranty and he was quoted a price of $532.29. Mr. [redacted] was disappointed that this item was not covered and also upset with the cost. Being that he was a new customer to the dealership, we discounted the repair $194.99, bringing the total due to $337.30. The customer had not purchased the vehicle or the warranty at our dealership, but we made every attempt to work with the customer to our mutual satisfaction.On February 7, 2015, Mr. [redacted] came back to the dealership with complaints that the driver’s seat heater was not working and that there was a noise in the steering when turning the steering wheel from side to side. Technician test-drove the vehicle but could not duplicate the steering wheel noise. Technician did verify that the seat heater was not working. I he seat heater lepaii was not covered under the customer’s aftermarket warranty, so he declined repairs and refused to pay the $95.00 diagnostic fee.On April 24, 2015 - now with 116,262 miles - the vehicle was again brought in with the concern of the noise when turning the steering wheel. Technician could - again - not duplicate the noise or any adverse condition.On March 4, 2016 - now with 134,793 miles - the vehicle was brought in again. The customer complained of a noise in the steering when turning the wheel and hitting bumps. Mr. [redacted] stated he was at the [redacted] repair facility and they confirmed the noise and diagnosed that the steering column needed replaced. The customer brought the car to the dealership with hopes that his aftermarket warranty would cover the repair. A technician test-drove and duplicated the concern and found that the right lower ball joint needed replaced but not the steering column.To accomplish this repair, an alignment must be performed since the steering component is taken apart. The service advisor called the customer to explain the repairs and quoted a cost of $663.19; this item was not covered by his extended warranty. Mr. [redacted] was unhappy with this and called the service manager at the dealership to explain his frustration with the car repairs.He was upset with the various issues with the steering over the last 16 months/24,596 miles.The service manager offered to complete the repair on the ball joint and alignment for $362.65. Mr. [redacted] agreed to the repairs at that price and also asked for an oil change to be included. In the interest of customer satisfaction, the dealership discounted the repair $300.54, leaving the balance due by the customer for all repairs - including oil change - at $362.65.In summation, the dealership went from a rotation noise repaired in 2014 to a clicking noise in the steering repaired in 2016. During that time, 24,596 miles were added to the vehicle. There are three additional wheel bearings, more ball joints, tie rod ends, etc., that can cause noises and clicks when driving. These and possible additional items are going to continue to wear out, considering the high mileage and age of this vehicle.Should you need additional information please contact me at ###-###-####.Sincerely,General ManagerBud Smail Ford Lincoln Mazda