Smith's Auto Service & Body Shop

Took in vehicle to receive 4-wheel tire alignment. Received poor service 3 times leaving the vehicle worse then when I arrived. I arrived to receive a 4-wheel tire alignment. The service was completed and I drove off. Tire alignment was correct but the steering wheel was angled 15 degrees down to the left in order to drive straight. I took the car back and talked to the Tech who drove my car with me in it to evaluate the issue. He confirmed that it was off and he took it back once again to try and align the steering wheel for the second time. He finished 20 minutes later and I drove off again. I was a mile down the road and saw that it was still now 10 degrees off to the left. I returned and told the same Tech who had done the repair twice. He responded why dont you come back in the garage with me and hold the wheel so YOU can be happy. I then walked back into the garage bay (not legal for insurance purposes) and he jacked up the car 3 feet. I then climbed the lift and hopped in and held the wheel while he attempted to align the steering wheel once again. When finished, I drove the vehicle off the ramp and went on a test drive to only find that the vehicle still had the steering wheel off to the side. At this point I decided that the Tech was inept and couldnt resolve my issue so I called [redacted] (front desk) and requested a full refund. He called me back later saying that his manager and the Tech denied my refund and that my tires are "worn" causing the issue. I responded that the steering wheel was aligned when I arrived and that the tires never moved so it was an issue they caused. I requested a partial refund and [redacted] only offered for me to purchase tires from them and THEN get an alignment. When I mentioned that customer satisfaction is #1 he responded with "we tried to make you content" and that I was to be blamed for wanting my vehicle to come out of the shop better then before. Additionally, I mentioned that I shouldnt have even been in the car, with it running, 4 feet up on their lift violating their insurance policies when he responded with "do you really want to go this route?". My vehicle is a 2011 sports car and I take great care of it. This occured June 7, 2016 at the Smiths in Jacksonville. Payment was debit via Mastercard for $70ish and I am working with other means to get that back. Front desk rep was [redacted] and the Tech was a male in mid 50s missing both front teeth with multiple sleeve tattoos on both arms. I am still requesting a full refund. Next time, I will spend the extra few dollars and go to a certified dealership.Desired SettlementRefund of entire price of alignment. Business Response Mr, [redacted],We know you have touched base on [redacted], [redacted] and now Revdex.com, but we want to reiterate our message from there. We're sorry if you were unhappy with your experience here. We were aware your alignment was off, but it was recommended you put tires on the front of your vehicle before aligning. we recommended you replace the front tires because they were bald and causing issues due to you not taking care of the front tires and only replacing the rear tires after your blow out on your 2011 Camaro. Had your vehicle been in for an NC State Inspection it would have failed due to the front tires. The mechanic you are referring to is [redacted], an ASE Certified Technician with 30+ years experience, a certified licensed welder, including many more certificates and education in the automotive industry. We would never try to dishonestly steer you into doing or purchasing something that was unnecessary and/or a hazard for yourself and others on the road. It is not unlawful for a customer to be in the shop as long as they are accompanied by an employee. If you felt unsafe being in the shop, you could have declined. Our offer to Mr. [redacted] was to purchase tires, they did not have to be from us, and we would align his vehicle again. He declined and would not return for us to see it after he complained the third time. Overall, we're sorry the lines of communication seemed to be crossed. That was nor will it ever be our intention. We wish you the best of luck in the future.Consumer Response If my car tires were in such "bald" condition then why did you agree to an alignment that would have not been in compliance with NC state regulations?Final Business Response Mr. [redacted]We would like to reiterate that your vehicle was here for an alignment not a NC State Inspection. Therefore, we could not fail your vehicle for tires. We recommended you replace your tires. We performed the service you requested and gave you our professional opinion.Good Day.

Damage to vehicleon 8/9/2014 smiths auto towed my vehicle from a parking lot. their unskilled tow truck driver damaged the front end of my vehicle with his truck. after asking for insurance information to have the repair made the owner of the shop just laughed. when confronting the driver about it he started to swear and say that it doesn't matter and wont be fixed. after repeated attempts to reach an agreementDesired SettlementI am seeking for the shop to replace or repair the front bumber of my car and have the driver apologize for his profane language and disrespect while trying to settle the matterBusiness Response August 11, 2014In Reference to: Revdex.com Case Number [redacted]Revdex.com,In response to[redacted] letter complaint about being towed for parking illegally in a private lot near [redacted]:Your complaint about being improperly towed is flawed by your own behavior. Since when do you expect to park in a lot that's clearly marked for use of store customers and no overnight parking?As I recall this incident the damage you claim that was on the side of the bumper, was pre-existing damage, the tow truck lifts the car by the tires. [redacted] was irritated about his luck and threatened to have us black-listed and was yelling in my parking lot it's going to be really funny when this shop burns down while using profanity in front of our customers. You took a chance in a private lot which is not allowed in our County because of the Nuisance Vehicle Act. We provided [redacted] with [redacted] Police Department and [redacted] County Sheriff Department phone numbers so he could verify he was in the wrong. He reluctantly paid the bill and we released the vehicle. After his inappropriate behavior he was told to get off our property.Unfortunately, you are not alone; it seems that many people risk the tow. I'm sorry for your trouble, but it was your own decision to park in a private lot.It is a business and we are in business to make money. We provide a service for parking lot owners to remove vehicles that are parked illegally. There are approximately seven signs in that lot, and legally there are supposed to be three. We have seven signs as a courtesy to people who park illegally so they can't say they didn't see the sign!We run a legitimate business, which is a very difficult one, and when we make a mistake, be assured, we own up to it!Thank You,[redacted]Consumer Response the complaint was not for the towing of my vehicle but the damage caused by the shop. the incompetence of their tow truck driver had nothing to do with how the truck it self lifted my vehicle. with proper training or staff the damage to my car could have been easily avoided. the shop did not settle the problem and will be notified by my legal representative unless they should choose to rectify the situation in a timely manner. As for the base black list the appropriate people have been notified and will take action based on their investigation. I was not the only veteran to bring this to base legal attention. as for the actions the base decides to take I have no control of.

Over charge for towing truckOn 2/6/14 we were broke down at [redacted] and hwy ** in [redacted] nc . The police officer called for a wrecker to tow our rollback out of the road. we were charged $650 for a tow of 36.1 miles. The following day I called 3 other towing companies and asked what they would charge. They all said about $150 for business to business courtesy. When I asked for a regular charge that was not for courtesy I was quoted $225-$250. To me that was highway robbery. Desired SettlementJust a fair price.Business Response Ms. [redacted],We regret any inconvenience you have experienced and would like to give an explanation of our pricing structure. On February 6, 2014 the officer dispatched us to tow your large F550 rollback. As you stated the officer wanted it towed out of the road. Our basic charge for our large wrecker is $350.00. This would have been the charge if we would have moved your large flatbed truck out of the road and to our shop as the officer requested. I am assuming the businesses that quoted a price of $150.00 were pricing for a small wrecker as that is our State Highway Patrol rotation agreement for all of [redacted] County. If the service could have been done with the small wrecker or flatbed that would have been what you were charged. When my driver arrived, you requested that we tow your vehicle to [redacted] NC which is 42 miles one way. Our large wrecker for out of town is $200.00 an hour from the time we leave until the time the driver returns. Your vehicle also had to have the driveshaft removed and replaced which is $50.00. I understand your chaos caused that day from business to business you were unable to continue your normal operations. As a business in the same industry, I am assured that you understand the operating cost of these large diesel vehicles. I would be able to better understand your complaint if we hadn't previously quoted your price however; you were notified of the cost before our services were rendered.[redacted]