Smith-Cairns Ford Subaru Lincoln Mercury Mazda, Inc.

The customer was offered a goodwill gesture for diagnostic charge. There was work done at another dealer unrelated to the repair performed at *** ***. The customer accepted and picked up a check for $

Evidently the heater control had been damaged at another Subaru dealer when the customer's CD player was repairedObviously the heater control could not be covered under warranty by us since it was damaged and not defectiveThe customer had approved the repair earlier in the day and by the time
they asked for the damaged part we had already emptied our garbage for the day.We reached out to the customer once we got this complaintThe customer informed us that they had reached out to the other dealer for reimbursement but was deniedWe then reached out directly to Subaru of America and explained what had happened to this customerWe were able to provide them with a full credit for their repair from Subaru of America

Review: OUR FAMILY FORD CAR NEEDED REPAIRS AND WE TOOK IT TO A FORD DEALERSHIP IN [redacted], ON MONDAYAPRIL [redacted].

THE CAR WAS MAKING RATTLING NOISE AND WAS VIBRATING FROM UNDER THE CAR AND SEEMED TO HAVE DIFFICULTY ACCELERATING. IT TOOK TOOK 3 DAYS TO HAVE THE CAR RETURNED TO US, SUPPOSEDLY REPAIRED AND WE PAID $1699.99. AND LOST THREE DAYS OF WORK. AFTER ABOUT ONE WEEK THE SAME PROBLEMS THAT WE ASKED TO BE FIXED RETUNED, THE RATTLING NOISE, THE VIBRATIONS AND THE LACK OF ACCELERATION. WE RETURNED TO [redacted] ON APRIL [redacted] WITH THE COMPLAINTS AND WE WERE TOLD THE CAR WOULD BE REPAIRED.

ON APRIL [redacted]. WE WERE TOLD THE CAR WAS READY AND WE PICKED IT UP, IT COST US $1113.97 TO GET THE CAR BACK AND I LOST 2 DAYS OF WORK. THE CAR WORKED FINE FOR ABOUT TWO WEEKS AND IT STARTED TO HAVE THE SAME PROBLEMS IT HAD THE THE TWO PREVIOUS TIMES WE HAD IT REPAIRED. WE DECIDED THAT THE PEOPLE AT [redacted] DO NOT KNOW WHAT THEY ARTE DOING OR DO NOT REPAIRED THE CAR CORRECTLY ON PURPOSE, ONE DAY I WENT TO SEE WHAT WAS GOING ON WITH MY CAR AND WHEN I LOOKED INTO THE WORK SHOP I SAW TWO MECHANICS SITTING NEXT TO MY CAR TALKING, BUT NOT DOING ANY WORK. AFTER SO MANY DAYS LOST OF WORK AND SO MUCH MONEY WASTED WE DECIDED THAT [redacted] IS A GARBAGE DUMP AND TOOK THE CAR TO BE REPAIRED BY ANOTHER DEALER. WE TOOK THE CAR TO [redacted] ON A SATURDAY AND THE MECHNICS INSPECTED THE CAR. WE WERE TOLD TO RETURN WITH THE CAR ON A MONDAY, BY THEN THE PARTS WOULD BE IN TO MAKE THE REPAIRS.WE RETURNED ON MONDAY AND LEFT THE CAR AT [redacted] AND ON TUESDAY THE CAR WAS READY, I ONLY LOST ONE DAY'S WORK, AND $1135.19 THAT IS WHAT WE HAD TO PAY [redacted]. SO FAR THE CAR WORKS WELL AND GOD WILLING IT WILL STAY THAT WAY, WE NEED THE CAR TO GO TO WORK AND PAY OUR BILL AND TAXES. WE ALSO BELIEVE WE SHOULD GET BACK ALL THE MONEY WE PAID [redacted] FOR SERVICES NOT RENDERED. WE WERE RIPPED OFF.Desired Settlement: Reimbursement of the money paid to [redacted] for services not provided $1699.99 plus $1113.97

Business

Response:

The customer was offered a goodwill gesture for diagnostic charge. There was work done at another dealer unrelated to the repair performed at [redacted]. The customer accepted and picked up a check for $247.90

Review: We have leased cars from this dealership for the last 7 years. We never had a problem until now. Our lease was up on our Ford Fusion and we returned the car in excellent condition. Two weeks later we are hit with a HUGE bill for damages to the car (scratches.) When we called to discuss the matter we were told literally "tough luck" and that while we can discuss the billing issue with them Ford will not waive any of the fees. First off, when we returned the car, it was in excellent condition, with under 10,000 miles on it. We believe the majority of the damage occured when the car was shipped to their private inspection company (we have photos of the car prior to dropping it off.) Second we will charged over 4 times the retail price to replace "scratched" plastic hubcabs. It is one thing to charge us to replace the hubcabs but to charge us 4 times more than the actual retail price is INSANE (we were charged $75 per hubcab- on Amazon these hubcabs retail for a set of four for under $70!!!!!!!!!!!). Third, we have been loyal Ford customers and we decided not to get another lease this year because in 2014 we were planning on buying a Ford but now because of how we are being treated, we never want to own a Ford again! To add insult to injury, Ford sent us a certified letter that listed all the damages to the car-- we had to waste an entire morning at the post office waiting in line to pick up this letter. We were mortified. We always paid on time, we are excellent customers but to send us a nasty inspection notice via certified mail is like treating us like freaking criminals - like they don't trust us to pay our bills????? I was mortified when I had to go to my local post office and pick this letter up like some loser who was being sued!!!! We want Ford to treat us like the great customers we have always been and waive all the fees for damages-- or at the very least split the different. They should do inspections on the grounds in person with their clients instead of having some sleaze bag private inspection company do it for them. Our account number for Ford's reference is: [redacted]Desired Settlement: To either have all of the fees waived ($564) or to settle for at least half that amount since we were grossly overcharged for the hub caps

Business

Response:

Unfortunately this issue is between the customer and Ford Motor Credit. We are not allowed to inspect the lease turn-ins. FMCC hires a third party, Datascan, to do the inspection.

We will reach out to the customer and ask her permission to go onto the Datascan website and view the photos. Depending on what we see we will try to see if we can get any help from Ford Motor Credit.

Review: I brought my car in to Smith-Cairns because my car's brakes went hard as I was driving and I almost got into an accident. I requested a diagnostic test for evaluation and was given the report after they had the car for 2 days stating that the problem was the booster in the brake system and that the problem with the hard brakes was intermittent . The diagnostic test stated that everything else was working fine in the car and there was no further problem. I paid $600.63 on August **, 2013 for the cost of the booster, which they claimed had to be put in twice because the first one was defective, according to them. As I started to drive my car home, not only did the brakes go hard again, but the car shut off as I was driving. It would not drive without shutting off and the brakes were hard again, almost causing me to get into another accident and running over a pedestrian. I had to get my car towed once more through my insurance to Smith-Cairns. They have had the car for over a week but have stopped working on it. They wanted to now charge me $118 per hour for the new diagnostic test and they are claiming that they do not know what is wrong with the car. They now say that they cannot figure out the problem. I have since filed a claim to get my original money back from them, since they did not resolve my original problem of the brakes and my car is now in a worse condition then when I first brought it to them with the shutting off while driving it, which I am assuming is now a mechanical or electrical problem. I would like to know what my recourse is as a consumer if I have my car towed out of their dealership. Right now I don't have my car fixed nor do I even know what is wrong with the car and if any further damage may have been caused since I first brought it in.Desired Settlement: I would like to know what is wrong with my car. When I brought it in for a diagnostic test, the result they gave me was that it was the booster and that everything else was fine. My car was not shutting off. My car now has, both the same brake problem, and now has an additional problem of shutting off while driving, and I am left without an explanation or possible cause to the car problems. At this point I have no answers.

Business

Response:

in ref to id [redacted]

to whom it may concern.

On August [redacted]s repair shop brought a Mazda into us for a hard brake pedal. vin # [redacted]. we where told the customer had went to a repair shop for NYSIand at the time she was told it needed brakes. A few days after customer left shop hard brake pedal occurred. we diagnosed the faulty brake booster and customer approved replaceing it and veh was picked up on the [redacted] of August. On Sept ** veh was towed in for excessive brake pedal again, we verified concern on performing diag, new booster is testing ok, veh has lack of power and low engine vacuum in drive or reverse, we have been working with Mazda hot line and Mrs [redacted]. All our reading are testing within factory specs. A Smith Cairns Certified Master Mazda tech has spent over 20 hours and is still in the process of trying to rectify Mrs [redacted]'s concern. We have requested Mazda to send a field engineer to assist

us, and I have been keeping Mrs [redacted] updated and explained Smith Cairns was covering diag.

Business

Response:

[redacted]'s car had several problems. We had a Mazda representative come out to help us diagnose the car. We followed his direction & we were disappointed to find it that it did not fix the car 100%. After several phone calls to Mazda USA, we were instructed to put a new transmission in the car. Neither [redacted] nor ourselves wanted to put any more money into this car. Ms. [redacted] had purchased the car used recently and had been suffering with other issues with the car. In fact her mechanic, who also sold her the car, was the one who brought us the car & had been providing her with the use of a "loaner" car for a lot of the down time. We also provided her a loaner car for some of the downtime.

We agreed that we would buy the car from her as-is for $5000 and issue her an additional $300 towards her rental bills. We agreed on this on or about 10/**/13 and gave her the check when she brought us the title a week later.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

While it is true that I finally decided to cut my losses after almost two months of going back and forth about my car issues and Smith-Cairns not being able to find an answer to my car problems, I would like to clarify their response with the facts. I have no idea where they got the impression that I brought my car from this mechanic. I did not even know [redacted] before I had my car towed to him. I have been the only owner of this car and I purchased it new from a Mazda dealership in Westchester in 2007. I have never told them otherwise. The fact still remains that according to them, they were not able to find what was wrong with my car after almost two months. I was told by [redacted] that changing the transmission would not solve my original brake problem and as it stands, I ended up paying for the $600 for the booster job which did not solve my problem either. In the end, I decided to take the $5000 Smith-Cairn was offering me and put it towards a down payment on a new car, with a completely new dealership. I would never do business with or recommend Smith-Cairns to anyone.

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Sincerely,

My advice; if you have to go to Smith Cairns Yonkers Service make sure you record your conversations, take pictures of your car before service and after service while on their premises; get a copy of the service order before leaving and then compare to the final service order. They make serious mistakes and take no responsibility for it.