Smart Motors, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***Most of their response is acceptable and found to be truthful, HOWEVER they did NOT leave me several messages or called me several times to resolve the issueThe issue was personally addressed between them and myself via text message before Revdex.com even reached out to them and we they agreed to fix the issueI did receive an appointment with them but me and my family were injured during a car crash (which involved the car we are speaking about)No I did not respond or call to reschedule after they called me ONCE to resolve the issue and then again to see why I didn't show up and I do apologize for thatMe and my family have been in and out of the hospital and doctors appointments I have screenshotted their attempts to reach me and I have text messages on things there were supposed to reach me aboutFor this particular issue they only called me ONCE after I sent them a text and Once after U I did not show for the appointmentALL I ASK OF THEM IS TO REMAIN COMPLETELY HONEST AND LETS NOT MIX THIS ISSUE UP WITH OTHER ISSUES THAT I HAVE HAD WITH THEM AND THE CAR WE ARE DISCUSSINGWITH THAT BEING SAIDThank you Revdex.com I really appreciate your assistance in this matter and I will give them a call when I am able

I refuse to pay more money when the company screwed up my orderSo you as a business do not take responsibility for a screwed up orderYou expect me to fix your mistake?

Ms***,We are in receipt of your letter dated December 12, 2014, regarding *** ***, complaint ID #***Our response to the complaint reiterates the content of our initial response (copy enclosed) tothe ***'s request for a full refund, dated December 2, 2016.The Original Mattress
Factory believes in doing business the right way and we stand firmly behind ourproducts and their qualityWe realize that we will never be able to satisfy 100% of out customers, butwhen a situation does arise we do our best to resolve any issues and strive for the win-win solution.In response to the ***'s desired settlement for a full refund, please understand that for the protection ofthe consumer, The Original Mattress Factory sells only new bedding products with all new materials.Therefore, we do not accept returns or exchanges on upholstered bedding products, including, but notlimited to mattresses, box spring, pillows, sheets, mattress pads, covers and protectorsThis position isclearly stated on signs displayed on our sales desks, in the warranty card, on our website and on the backof the invoice each customer receives at the time of purchaseWe have enclosed copies of the warrantycard and the invoice backer, for your review.Within the course of a sales presentation, we talk about a lot of different options and potential solutionsfor a customer's concernsHowever, it is not our business practice to "recommend" mattresses of mykindAll of our sales associates present our products, explain the differences in mattresses, answer anyquestions and allow customers to choose the mattress that best suits their needs.In the course of sleeping on a mattress, body impressions will appearimpression, definedas less than 1%", is not a structural defect covered by the warrantyIt is simply an indication that theupholstery layers are settling and compacting as you use your new mattress, Typically, the more paddingthat exists in a mattress, the greater the degree of expected impressionThe ***s selected the twomattresses with the greatest amount of upholstery and therefore have the greatest propensity to show bodyimpressions.In the event a "warranty" situation arises, our warranty card clearly states "your mattress and/or boxspring will be repaired or replaced (at The Original Mattress Factory's option) without charge, except fortransportation costs"The warranty card further states that "comfort preference'" is not covered by ourwarranty , but instead is handled under our Comfort and Size Replacement Policy.Our records indicate the following:The ***s purchased two Twin Extra Long Super Pillow Top mattress sets on October 23, 2014with invoice number *** which we delivered to their home on October 28, 2014.On October 31, 2014, The ***s contacted us stating that the mattresses were unevenOur salesassociate took the information and passed it on to our customer service manager.After setting up a service call , Brian (customer service manager) visited their home to conduct afull inspection of the mattress setsThe November 3rd inspection found some sewingimperfections that could be causing the unevennessBrian arranged a factory inspection toprovide a more thorough look at the support mechanism and workmanship.We picked up the mattresses and performed a thorough inspection on November 13, As aresult of the evaluation, we replaced two of the top pillow panels that appeared to be contributingto the unevenness, No other materials were found to be defective so we reconstructed themattresses and returned them to their home that afternoon.On September 10, 2015, the ***s again contacted us stating that the mattresses "do not appearto be of equal height"Please note at mattresses will wear differently based on the type andamount of useVariations in the degree of body impression can vary from sleeper to sleeperbased on a number of variables, such as: height, weight, sleeping position, duration of use, etc.Different body impressions could lead to having slightly different heights for each mattress.Brian visited their home to evaluate the mattresses on September 14, and during thediscussion, the ***s decided to meet Brian at the factory to consider a comfort replacementOnSeptember 21, they decided to enact the comfort replacement and chose a King (taking theplace of two twin extra-long) Orthopedic Euro Top mattress, which we delivered to their home onSeptember 22, with invoice number 11446.On October 8, the ***s contacted us with a concern about their new mattress and webrought it into the factory on October 12, to evaluate itWe found that the spring systemhad several steps, so we replaced the spring system and returned the mattress, We would like tomake sure that you understand that stepping is not something that occurs through use of aproductStepping occurs when a mattress is dropped on its side and causes adjacent rows of coilsto "step" out of position and slightly out of vertical alignment creating a series of steps in thecoils versus a flat surfaceBecause it was there during the inspection, we replaced the unit, butwant to make sure it is clear that this is not caused from sleeping on the mattress.On September 30, 2016, the ***s contacted us with concern that their mattress was "sagging"and "is uncomfortable and hurts our back".On October 4, 2016, Jeff A(customer service rep) inspected their mattress and found bodyimpressions that were within the expected range for use and below the 1/2" threshold fora warranty concernThe ***s discussed their concern that "the same thing was happening"with their mattress, so Jeff aranged to have the mattress brought in for evaluation.On October 11, 2016, Tony Dempsey and Jeff took the mattress apart and inspected each layerwith Mr*** present during the evaluationThere were no defects found in any of the materialsor with the constructionTony discussed the findings at length with Mr*** and we redeliveredhis mattress that afternoon.On November 29, 2016, Tony again discussed the findings of the inspection with Mr*** andarranged for Jeff to come to his home to assure that there are no outside sources causing the"sagging" feeling.Jeff visited the ***'s home on December 2, 2016, evaluated the frame, box spring and mattress,all of which showed no defectBody impression measurements ranged from 1/2" to 1" on the topside and 1/4" to 4" on the bottom side, which is within the 1/2" set by our Warranty policy.The ***'s mattress shows no internal or external defects and is performing as expectedTheirmattresses have been brought to the factory for evaluation four times and on two occasions we foundspecific issues that needed attention and repaired them at no cost to the customerThroughout thisprocess, the ***s have not been satisfied with the personal comfort that the mattresses have provided.We supplied the one time "Comfort Replacement" option offered to any of our customers who "has anon-warranty issue related to personal comfort preferences"Neither mattress the ***s have chosen hassatisfied their comfort needs, but this is not necessarily an indication that there is a defect in material orworkmanship.After reviewing the facts in this case, The Original Mattress Factory's position remains that the ***'scurrent mattress is free from any material and manufacturing defectsHowever, because it appears clearto us that they do not enjoy the softer feel that is provided by the Orthopedic Eurotop mattress, we arewilling to offer a second comfort exchange if they would like to exchange the mattress for one of ourmattresses that provides a firmer feelThis would be provided to them at no additional charge and wouldbe the final comfort exchange available to themWe will continue to honor our warranty should awarranty issue occur.Sincerely,Jeffrey CM***The Original Mattress Factory

Dear Ms***:I am in receipt of your letter dated January 25, regarding ID# 11100829.The Original Mattress Factory believes in doing business the right way and we stand firmly behind our productsand their qualityWe realize that we will never be able to satisfy 100% of our customers, but
when a situationdoes arise we do our best to resolve any issues and strive for the win-win solution.In the unusual situation where a customer has a non-warranty issue related to personal comfort preferences, weoffer a one-time replacement optionThe original purchaser may within one (1) year of the date of delivery withthe proof of purchase, tender the original product to us for disposal or provide us with a receipt showing that theproduct has been donated to a legitimate charitable organizationWe will then provide the customer with areplacement mattress andlor box spring from our current model selection for a replacement fee of 25% of the listprice of the lower priced selected model for comfort issuesWe will absorb 75% of the list price to assist thecustomer who made a selection mistakeIn addition, the customer will be responsible for the difference betweenthe cost of the model originally selected and the newly selected modelThe customer is also responsible for allapplicable piand delivery fees.Please understand that for the protection of the consumer, The Original Mattress Factory sells only new beddingproducts with all new materialsTherefore, we do not accept returns or exchanges on upholstered beddingproducts, including, but not limited to mattresses, box springs, pillows, sheets, mattress pads, covers andprotectorsThis position is clearly stated on signs displayed on our sales desks, in the warranty card, on ourwebsite and on the back of the invoice the customer received at the time of purchaseA copy of our warrantycard is enclosed for your reference.In response to Mr***' desired resolution to find a resolution at no cost, we have offered a queen piece of 1"super soft foam ($retail value), a factory inspection and the installation of edge cylinders to create a firmeredge, all of which are at no cost to the consumer and all of which were declined by the ***We continue to bewilling to offer these options at no cost, should the *** want to reconsider their positionHowever, should the*** opt for a comfort replacement the fees listed above will apply.At point of purchase, it is our policy and protocol to answer any questions that a customer may have and toexplain mattress and box spring construction along with frame support as thoroughly as each customer desires.However, we try very hard not to lead or pressure any customer into buying a product that is not right for them.Therefore, we do not recommend one mattress over anotherRather, our sales associates provide as muchinformation and explanation as is necessary for the customer to make an informed decision.Our records indicate the following:On Saturday, June 13, 2015, the *** went into our Wilson Rdstore and chose to purchase a queen setof Orthopedic Luxury Firm and a center support, which we delivered on Monday, June 15,2015.Upon delivery, we found the head of the existing frame was blocked up with bricksOur delivery crewinformed the recipient that the center support would not work with the bricks as they wereMrs***instructed our delivery crew to remove the bricks and install the center support.On Monday, July 6, 2015, Mrs*** contacted our Wilson Rdstore stating that the mattress washigher in the middle, the bricks were removed and that she and her husband were uncomfortableAfterlistening to her complaint, Tony D*** explained what might cause the crowning of her mattress, ourcomfort replacement policy and offered a piece of foam to help with the comfort, but Mrs***declined the offer and wanted to register her complaint.On Monday, July 27, 2015, the *** again contacted our Wilson Rdstore via the US Mail (letterattached dated September 21, 2015), at which time Brian, (customer service manager) called and set anappointment to provide an in home inspection of the mattress.On Monday, Aug 3, 2015, Brian visited the ***' residence to conduct a full inspection of the mattresssetThe inspection revealed that the mattress appeared to be built to specifications and performing asintendedAn explanation was provided to the *** regarding a product defect versus a comfortpreferenceBrian also explained the comfort replacement option, offered a factory inspection and offeredto add edge cylindersThe *** declined any further service.On Saturday, Jan 2, 2016, Mrs*** and her daughter visited our Wilson Rdstore to inquire about asolution to their discomfortOur sales associate explained the crowning of her mattress, rotationrecommendations and the comfort replacement optionMrs*** declined to pursue the comfortreplacement at that timePlease note that the option of a comfort replacement is available to the ***until June 14, 2016.We are willing to provide another in home inspection and look at other potential solutionsAlso, if the ***agree, we will bring their mattress back to the factory, take it apart and inspect each material to ensure that thereare no defects and that the materials and construction are correctWe invite the *** to be present for thisinspection so that they too could verify that all is in orderIf they or their representative agree to be present, wewill waive all pick-up, redelivery and labor fees associated with this transactionWithout question should wediscover that there is a manufacturing or material defect, we will repair or replace the material at our option.Please note that in order for product to come back into our factory it must be in sanitary condition and mustundergo a sanitization treatment.We have a product warranty for those rare situations in which there is a defect in material or workmanship.Please note that the Orthopedic Luxury Firm mattress set purchased by the *** has a year, non-proratedwarrantySee Limited Warranty Service Policy & Mattress Care Guide for detailsPlease understand thatcomfort is not guaranteed and that it is up to each individual to select a product that is the right comfort choice forthem.If you have any additional questions or would like more information on this matter, please do not hesitate tocontact me.Sincerely,Jeffrey CM***The Original Mattress Factory

Dear Ms***:I am in receipt of your letter dated November 12, regarding ID# ***.The Original Matrress Factory believes in doing business the right way and we stand firmly behind ourproducts and their qualityWe realize that we will never be abIe to satisfy 100% of our customers,
butwhen a situation does arise we do our best to resolve any issues and strive for the win-win soIution.In response to Mr***'s desired settlement for a full refund, please understand that for the protectionof the consumer, The Original Mattress Factory sells only new bedding products with all new materials.Therefore, we do not accept returns or exchanges on upholstered bedding products, including, but notlimited to mattresses, box springs, pillows, sheets, mattress pads, covers and protectorsThis position isclearly stated on signs displayed on our sales desk, in the warranty cardon our website and on the backof the invoice the customer received at the time of purchase.In the event a "warranty" situation arises, our warranty card clearly states that "your mattress and/or boxspring will be repaired or replaced (at The Original Mattress Factory's option) without charge, except fortransportation costs"A copy of our warranty card is enclosed for your reference.Our records indicate the foilowing:On Saturday, Oct 17, 2015, Mr*** purchased a queen set of Classic Plush from ourReynoldsburg store, which was delivered on Tuesday, October 20, 2015.On Saturday, Oct 24, 2015, Mr, *** contacted our Reynoldsburg store stating that the boxspring was defective.After setting up a service call, Brian (customer service manager) visited Mr***'s residenceto conduct a full inspection of the mattress setThe October 30th inspection revealed that the boxspring appeared to be built to specifications and performing as intendedHowever, one corner ofthe upholstered corner was looseAn explanation was provided to Mr*** regarding astructural defect versus an aesthetic defectBrian then offered to repair the upholsteryMr.*** declined the offer and instead asked for a monetary refund or discountWe offered torefund the delivery fee, which Mr*** accepted and we credited his charge card on October30, 2015.On Monday, November 2, 2015, Mr*** called Brian and wanted a replacement box spring.Brian offered to repair the upholstery, with transportation provided by or paid for by Mr***.Mr*** refused the service and then wanted to return the box spring for refundAter Brianagain explained our return policy Mr*** hung up.Later on Monday, November 2, 2015, Mr*** visited our Reynoldsburg store to demand arefundOur store manager explained our return policy and Mr*** became aggressive withour manager and was asked to leave the store, which he did.Later the same day, Mr*** called the factory and spoke to Tony D***who offered torepair the box spring according to the terms of our warranty agreementMr*** refused andhung up.On Monday, November 9, 2015, Mr*** again entered our Reynoldsburg store to demand arefundOur manager told Mr*** that all dealings regarding his request had to go throughTony D*** at the factoryMr*** became angry, aggressive and began yelling at ourmanager and was asked to leaveWhen he did not, our manager called the local policeUponarrival, Mr*** became angry with the police officer and the officer instructed him to leavethe store and not return.We have a product warranty for those rare situations in which there is a defect in material orworkmanshipPlease note that the Classic Plush mattress set purchased by Mr*** has a year,prorated warrantySee Limited Warranty Service Policy & Mattress Care Guide for detailsThe OriginalMattress Factory has offered numerous times to repair the box spring in accordance with our warrantyagreement and Mr*** has refused.The Original Mattress Factory's position remains the sameWe will repair the aesthetic defect in the boxspring, provided Mr*** provides for or pays for transportation as specified by our warranty policy.If you have any additional questions or would like more in formation on this matter, please do not hesitateto contact me

Attached is our response to the complaintIf you need any additional information, please contact our Service Director, *** ***.Thank you

I want to thank you for all the help concerning My complaint with the Original Mattress Factory After many days of thinking it over we want to the store that we purchased the mattress We picked out another type of bed from them on 1/30/17.It was delivered 2/2/ There was no cost to us on this deal.Thank you for the help to get us to this point

My resolution would be that any Original Mattress Factory store in the Columbus Market would be equipped to assist customer ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:The salesman called after we left the store and we told him we wanted whatever was on the set on display which happen to be the low profile box springs. So nothing was signed saying which box springs we were supposed to get until after they were delivered and they were immediately called. So they don’t explain anything when they sell the mattress set. They deliver whatever and run out the door. I am not paying more.
Regards,
[redacted]

Revdex.com called business to discuss their warranty. Mr. Merrill said they are willing to repair the mattress if consumer pays transportation costs one way ($45.00) since he has already been refunded $45.00 for the original delivery fee. See attached warranty for terms and conditions.

Consumer called and was unwilling to pay anything for freight. The only resolution he will accept is to return the mattress and box spring for a full refund.

This is the current situation regarding [redacted] concern. The dealership contacted her regarding her concern and made an appointment with her to resolve the issue. She did not show up for the scheduled appointment. Since that time, we have left several voice mails to reschedule the...

appointment, but she has not responded to our messages. We would like to resolve the issue, and we will continue to reach out to her.I hope that this resolves the concern as far as the Revdex.com is concerned. If you happen to be in touch with her, please have her contact [redacted] to reschedule an appointment to resolve her concern.Sincerely,[redacted]Customer Relations ManagerSmart MotorsMadison, WI.608-628-3947

To whom it may concern,
I hope you are doing well. I am overseas visiting my dad who is sick at the moment, I will be back on December 22nd.
This is not my first time that I buy from Original Matrress Factory store, I am considered a good and loyal customer. The way I was treated by the staff at Original Matrress Factory shop was not acceptable at all, especially since they wanted to kick me out of the store and called the Police on me. The Police himself told me to file a complaint at the store where I bought the mattress and I replied telling him that this is where I bought the mattress from. Later the Police asked me to leave the store and as I was leaving, Mr. Charles, the manager of the store started laughing as I left.
It is with no hesitation that I decline/not accept this response since the dates written on that letter are not accurate. I first contacted them as soon as the mattress arrived to my apartment. It is not true that I contacted them days later.
In conclusion, as a customer, I should not be liable to pay anything extra for a fault that came from the factory. It is not reasonable that I pay for freight to fix a product that is still considered brand new from source. This product is defective, I did not damage it and neither should the guarantee policy be applied on it. The inspector came to my apartment and made sure that there was an actual defection in the mattress. I asked for a good mattress, paid over $750 and freight.
Due to what happened, and the way I was treated, I demand that Original Matrress Factory comes to my apartment and take the mattress. It is still in perfect condition and never used. I also need a FULL REFUND to be paid as soon as possible.

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]I am in receipt of your letter dated November 25, 2017 regarding ID# [redacted].The Original Mattress Factory believes in doing business the right way and we stand firmly behind...

ourproducts and their quality.  We realize that we will never be able to satisfy 100% of our customers, butwhen a situation does arise we do our best to resolve any issues and strive for the win-win solution.In response to [redacted] desired settlement for an exchange of their box spring, please understand thatfor the protection of the consumer. The Original Mattress Factory sells only new bedding products withall new materials. Therefore, we do not accept returns or exchanges on upholstered bedding products,including, but not limited to mattresses, box springs, pillows, sheets, mattress pads, covers and protectors.This position is clearly stated on signs displayed on our sales desks, in the warranty card, on our website,on the back of the invoice the customer received at the time of purchase and stamped on the front of theinvoice the customer signed at point of delivery.In the case of a height situation, such as the one the [redacted] are experiencing, our warranty card clearlystates our replacement policy under the "Comfort And Size Replacement Policy" section. The originalpurchaser may within sixty (60) days of the date of delivery with the proof of purchase, tender theoriginal product to us for disposal or provide us with a receipt showing that the product has been donatedto a legitimate charitable organization. We will then provide the customer with a replacement box springfrom our current model selection for a replacement fee of 25% of the list price of the box spring. We willabsorb 75% of the list price to assist the customer who made a selection mistake. The customer is alsoresponsible for all applicable pick-up and delivery fees. A copy of our warranty card is enclosed for yourreference.Our records indicate the following:[redacted] purchased an Orthopedic Euro Top mattress and box spring set onNovember 21, 2017. Shortly after leaving the store our sales associate called and talked to [redacted]
[redacted] to confirm the customer's choice of box spring. At that point [redacted] opted for thetaller box spring for their purchase. A copy of the invoice is enclosed for your reference.On November 24,201 7, we delivered the Orthopedic Euro Top mattress and the 8" box spring asordered. After installation, [redacted] inspected the mattress set, said it was fine and signed thedelivery copy as "Received in Good Condition". A copy of the signed invoice is enclosed foryour reference.Later in the day on November 24, 2017, [redacted] called the factory and talked to ourDelivery Supervisor, Jared O[redacted], stating that the mattress set was too tall. Mr. O[redacted] explainedour size replacement policy along with our return policy. [redacted] did not accept our offer toreplace the box spring under the terms of our policy. A copy of Mr. O[redacted] notes and ourservice paperwork is attached for your reference.[redacted] made a specific request for the taller of the box spring options (8" high versus the 5" lowprofile version shown on the retail floor). When we are at fault, we take responsibility for our actions andtake the appropriate measures to correct the problem. After reviewing all information regarding thistransaction, we are confident that we did not deliver the wrong box springs to the customer as inferred inthe letter to the Revdex.com. We delivered the requested box springs and mattress. at which point [redacted]inspected and accepted the taller box springs. Therefore, The Original Mattress Factory's positionremains the same. We will not exchange the box spring at no cost. However, if [redacted]decide to exercise the sizeheight replacement option as explained in our "Limited Warranty ServicePolicy &: Mattress Care Guide", they may do so any time before January 24, 2018.If you have any additional questions or would like more information on this matter, please do not hesitateto contact me at ###-###-####.Sincerely,Jeffrey C. M[redacted]The Original Mattress Factory

Review: In late 2009, Toyota mailed us information regarding campaign 90D for a corrosion-resistant treatment to be applied to our 2002 Toyota Tacoma. In March 2010, we went to Smart Motors to request that corrosion treatment. They said the vehicle has a salvage title and under campaign rules is not eligible for extended frame warranty or rust treatment. (Truck had been in an accident back in 2006 and Smart Motors repaired the truck.) We have serviced the truck at Smart Motors from 2002-2014. On June 9, 2014, we went in for a routine oil change. We were told that they could not perform the oil change because of excessive corrosion to frame - too dangerous to put on the lift. My research found it was not a salvage title nor a branded title. On July 7, 2014 I went to Smart Motors to relay the information I got from the DMV. Service manager Jim Ward told me that the district manager has something that shows it is a salvage title, but that evidence has not been forthcoming. We have provided Smart Motors with our proof of a clean title history weeks ago. Jim Ward says only the district manager can authorize a new frame. I called Toyota Care at the national level, but they said it is a local issue and they cannot help.Desired Settlement: [redacted] told me that upon approval, they would replace the frame. The service campaign back in 2009/2010 for rust protection would have provided a 15 year warranty against rust, and we would like an extended warranty on the new frame.

Business

Response:

Dear Revdex.com of Wisconsin,

Review: I purchased an 2011 hyundai sonata with smart motors and not at any point before or after the sale was I notified that the car had aftermarket custom headlights put in. The headlights are high definition which is not what the car is manufactured with. They are refusing to assit me with this matter. All that I am requesting is that they put the headlights that are supposed to come with the vehicle.

Please assist me, I am a woman and they probably think they are going to get over on me.Desired Settlement: Just to remove the high definition headlights and replace them with the standard headlights.

Business

Response:

This is the current situation regarding [redacted] concern. The dealership contacted her regarding her concern and made an appointment with her to resolve the issue. She did not show up for the scheduled appointment. Since that time, we have left several voice mails to reschedule the appointment, but she has not responded to our messages. We would like to resolve the issue, and we will continue to reach out to her.

Review: 2009 Toyota Corolla has many issues with the Radio, I saw multiple complaints on this year/model of car. The radio goes blank, I am unable to turn it off, the volume will increase on it's own and I still cannot turn the radio off unless I turn off the car. It will start spitting out cds even if I haven't touched it, or it will flash weird symbols. I spoke to Toyota and they are well aware of the issue but do not feel it is there responsibility to fix the issue even though it is a very common issue. I feel this should be a recall factor.Desired Settlement: I would like to have this issue fixed with no cost to me. I have already had to deal with 2 recalls for this car and now this issue. I am very disappointed.

Ask them this before you agree to have then service your car. "If you break something else while fixing the problem, who pays for that?" Just start that discussion when you bring it in.
I had to have the transmission replaced (supposedly) and they broke something off the radiator, and the whole thing had to be replaced. Then in the process of that they broke something of the ac condenser and that had to be replaced too.
"Things get brittle, the car is eight years old"
Apparently eight years old is super old now.
Anyway, nothing I could do, have to find a mechanic who is more careful I guess.

Review: I visited smart motor's express lube for a scheduled oil change and experienced one of the worst dealership experience and a damage to one of the wheels. Upon pulling up to the service garage, I was greeted by one of the service managers. I told him that I was there for the oil change only. This is when everything started to go wrong. After about 10mins of waiting, I hear someone using an impact gun. I ran outside to see where the sound was coming from and found one of the staff removing the wheels off my car!! (I have after-market wheels with aluminum lug nuts installed on the car. and the aluminum lug nuts can have damaged thread if an impact gun is used.) I immediate informed them to stop removing the wheels and asked the service manager why they are performing the service that was not discussed (the conversation is recorded on my dashcam). He answered that they don't ask the customer if the services are complimentary. The ignorance of the service manager really upset me since that was the reason why I specifically told them I was there for the oil change only!! I ended up buying a new set of lug nuts due to the safety concerns after the service. In additional to the bad experience, one of the wheels was damaged upon inspection after the service which again they denied of doing. service manager promised me that he will review the camera footage. later he told me that he didn't see anything wrong with their service. however, when I requested to view the video, the customer relations staff informed me that the cameras were not working during my service and they were not able to review anything. Nothing has been done from the dealership to resolve the situation, and they are now refusing to do any kind of service on the car including any safety recalls and warranty works.Desired Settlement: I would like a sincere written apology from the dealership for the lack of professionalism they have shown during and after the service to rectify the situation.

Business

Response:

November 17, 2014

Dear Revdex.com,

Please accept this communication as a response to the

complaint to your organization by Mr. [redacted].

As suggested in his complaint we agree that Mr. [redacted] was once

a customer of Smart Motors. Unfortunately, that is the only detail of his

complaint that is factual and thus the only part of the complaint that we agree

with. For example, the date that the service in question was performed was

actually June 2, 2014 – not September 20, 2014 as suggested in the complaint. I

am not sure why Mr. [redacted] is misrepresenting this date now but unfortunately we

have found that misrepresenting the facts have not been uncommon with this

specific issue at hand.

As previously stated we did service this vehicle on June 2,

2014. This service included a complimentary brake inspection. This inspection is

free of charge and one that we do hundreds of times each and every day for our

customers. It should be noted that during this portion of this service our Technicians

use special tools that allow for us to remove wheels without causing damage.

During the service in question Mr. [redacted] was certain that a

small chip on one of his wheels was caused by the Technician preforming the

work. Although video was not available, we did provide Mr. [redacted] with several

still pictures which indicated the same exact chip was present when the vehicle

first arrived at our dealership for service that day. Furthermore, the location

of the chip was indicative of a rub with a curb and not in any location that

could be related to the removal of lug-nuts.

Unfortunately, Mr. [redacted] has not been satisfied and continues

to create a big disruption to our other customers with each of his visits. Because

of his disruptions and the fact that we have lost the vital trust needed for an

effective customer/service provider relationship, we have suggested that Mr.

[redacted] takes his vehicle elsewhere for service in the future.

In conclusion, we at Smart Motors pride ourselves on our

outstanding customer service. This is why Smart continues to win numerous

awards each year including Toyota’s most prestigious Presidents Cabinet Award.

This award is given to only the top one percent of all Toyota Dealers nationally

for outstanding customer service. Furthermore, our excellent customer service

is the driving force that has vaulted Smart Toyota to be the largest selling

new car dealership in Wisconsin.

Sincerely,

Vice

President/General Manager

Smart

Motors, Inc.

Review: On September 23, 2013, I went to Smart Motors Express Division to have my oil changed and tires rotated. I also asked them to place new windshield wipers on the vehicle as well. Those things were done and there was some other maintanence that they wanted to do, but I told them that I did not have time on that day for the repairs, as I had to go out of town for business reasons. The first problem started when I went to the car wash they had provided after the service was completed, and one of the new windshield wipers fell into pieces. So, I pulled around to the express line again, so they could repair the issue. I then left to return to my home, to pack and leave for my business trip. It was 115 miles away and I noticed on the way there that my car had a new tremor that was not present prior to the maintanence work done. The remor continued, so I decided that I would return to Smart Motors when I returned on Thursday, September 26th. When driving home on the evening of the 25th, the car started to shake so much and make awful noises, that I had to stop at the first available gas station that had a mechanic. Much to my amazement, the mechanic found that Smart Motors had not tightened the lug nuts on both front tires when the tires were rotated. The mechanic showed me that there was only one lug nut per tire that was even close to being tight. He was kind enough to tighten them properly for me so I could drive the rest of the way home. He told me I was very lucky as my front tires were near to both falling off and where my car is front wheel drive, I would have been unable to conrol the car and could have hurt myself and others on the highway. Needless to day, I was very angry. As soon as I got home, I contacted Smart Motors with my complaint and was very angry. The next day I took the car back to Smart Motors for repair. I feel they should not only pay for the repairs that the loose tires caused the vehicle, but the original cost for the maintanence done on Monday with the oil chnage. I had multiple other people and young children in the car when I was on my business trip, and I shudder to think what could have happened if the tires would have fallen off when they were in the car with me. I would be costing them millions in death benefits. The manager at the maintainence facility said he checked his "camera" and told me that it revealed the worker had tightened the lug nuts. I asked for a copy of the camera footage, and was initially told they would have it ready for me, but have since refused.Desired Settlement: I want a sincere apology for their negligence, I want re-imbursement for the work they did on Monday, September 23rd, and I want a copy of the "camera" footage that supposedly proves that they tightened the lug nuts. The mechanic that tightened them for me, at no cost as I was very upset with what could have happened, ( I guess it wasn't my time to die.) informed me that there is no way that the lug nuts would have loosened on their own if they would have been tightened properly.

Business

Response:

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