BBB Accredited Business since

Mike Smith Auto Group

Additional Locations

Phone: (409) 833-7100 Fax: (409) 212-1461 View Additional Phone Numbers 1515 Ih 10 S, Beaumont, TX 77701 http://www.mikesmithdirect.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Mike Smith Auto Group meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Mike Smith Auto Group include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 37 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

37 complaints closed with BBB in last 3 years | 13 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 10
Billing/Collection Issues 1
Delivery Issues 0
Guarantee/Warranty Issues 1
Problems with Product/Service 25
Total Closed Complaints 37

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Mike Smith Auto Group
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: January 01, 1983 Business started: 06/01/1982 Business started locally: 06/01/1982 Business incorporated: 01/01/1986 in TX
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Texas Department of Motor Vehicles

http://www.txdmv.gov/

Type of Entity

Corporation

Business Management
Keith Leger, GM - BMW, Mercedes, Dodge Chuck Dilts, Sales Director Chris Jenkins, Honda - GM Brian Kahla Connie Lamkin, Administrative Assistant Sean Manuel, Service Director Matt Reck, Service Manager Chuck Sheppard, Finance Manager Derek Theeck, GM - Volkswagon, Honda, Nissan and Used Cars
Contact Information
Customer Contact: Connie Lamkin, Administrative Assistant
Principal: Keith Leger, GM - BMW, Mercedes, Dodge
Business Category

Auto Dealers - New Cars Auto Dealers - Used Cars Truck Dealers New Car Dealers (NAICS: 441110)

Alternate Business Names
BMW of Beaumont Mike Smith Auto Plaza Mike Smith Autoplex Mike Smith Autoplex-German Imports, Inc. Mike Smith Honda

Additional Locations

  • 1515 Ih 10 S

    Beaumont, TX 77701 (409) 833-7100

  • 1855 Ih 10 S

    Beaumont, TX 77701

  • 1865 IH 10 S

    Beaumont, TX 77701 (409) 840-2000 (409) 840-2665

  • 1945 IH 10 S

    Beaumont, TX 77701

  • 3760 Corley St

    Beaumont, TX 77701

  • PO Box 3564

    Beaumont, TX 77704

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

4/17/2015 Advertising/Sales Issues
4/10/2015 Problems with Product/Service
3/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: purchased new vehicle march 2014 - now in 2015 trying to get new sticker. car is not registered, tags do not match car and the inspection sticker is not for this car.

Desired Settlement: refund for the price of the inspection sticker that I never got.what happened to the tags for my car.if I had been stopped by police I would have gone to jail! vehicle not registered, tags for a ford something, and the inspection sticker was for something els.I called them and they have not called me back. It took me two days to get this mess straightened out ...... if they did this to me they also did to whomever got my tags. hum.

Business Response: Hi there, if you can let me know the delaership you purchased the vehicle from then I can driect this to right place. There are 6 Mike Smith dealerships... was it with Chrysler Jeep Dodge Ram, Nissan, VW, Honda, BMW or MercedesBenz ? these all sell new and used brands of vehicles. Please let me know and i will get this handled for you! thank you!

Consumer Response:

 
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10526414, it was the Nissan dealership.

Sincerely,
******** ****

Consumer Response:  
Complaint: 10526414

It is the Nissan dealership.

Sincerely,
******** ****

Business Response:

I have notified the dealerships and we have figured out that Mrs. **** purchased the vehicle from our Mike Smith Nissan store and that the tags and registration was filled out correctly to her vehicle. i have spoke with our title clerk and she has pulled up Mrs. ****s information and we have proof to show it was registered in her name with the 2013 Juke vin# to match. We also have the tags info to prove that the vehicles had the correct tags. i can attach these items if i need to show the proof. Also our Service Department pulled the recent info of Mrs. **** getting her tags done in the town of Anderson and it doesnt state there were any problems.

I would be happy to send all the documents to show proof on our end that it was done properly.  See statements below of our management helping solve this problem.  

I talked to her yesterday and informed her that we did everything right and that with the new one sticker law in place it has messed up a lot of people’s registrations and inspections.  I emailed her a copy of the original registration for her vehicle.- ****** *******,  Sales Manager

When the state of Texas changed the new state inspection law March 1st it has created a lot of issues, because her state was over 365 days old or there was no record of it in the new system she was required under the new law to get another Inspection. PLATES and REGISTRATION was done correctly. I have a feeling were going to see a whole lot more of these types of complaints because of the new law. - *****, Title Clerk Manager

 

On the state inspection sticker as I pulled the inspection report just performed in Anderson and they noted no issues with the state inspection sticker on the car, see attached.  Also they show the plates to be *******, also in report. **** ****,   Service Manager

Consumer Response:  
Complaint: 10526414

I am rejecting this response because: I will go to the inspection station today and speak to the inspector myself and see if we can pull up this report and
reply to it .... He was concerned that nothing matched up.   The inspection sticker came off my trade in. I watched the salesman pull the sticker off the windshield myself.
there was not mistake on my part about that, offended is and understatement.
 i will do what i can to prove that The Anderson reregistration office sent me away/denied
my purchase of the new sticker. Due to the fact that my vehicle  was not and had not been registered, the plates came back as a Ford (something) and the vehicle had no inspection on file.
 
 

Sincerely,

******** ****

Business Response:

We are NOT saying that this didnt happen to you at all!! Please know that we are very sorry for the trouble that you went through to get your things updated. We however are not at fault with this. We are saying we have proof to back up our part of the tags and registration. The State of Texas changed the new inspection law as of March 1st and with this change it may have messed up on other peoples information not just yours. All we can do is provide the information to show that we ( Mike Smith Nissan) did what were suppose to do and that the error was not b/c of us. Please see the attached and you can see how everything matches with the vehicle you purchased. also that there were no notes on the anderson place where you got them replaced. There is nothing that we can do since there are nothing on our end that was done wrong. We are truely sorry.

 

Thank you !

Consumer Response:  
Complaint: 10526414

I am rejecting this response because:  I was not able to drive the 45 miles to Anderson,  as of today.
I do know hat the inspection sticker came off the car i traded in .     I watched it happened .
and yes everything matches now.    As you have stated the system is new, the tec. in Anderson may not know he
could put notes in this new system.   he just fixed it.  I was told while she shook his head he would do so. We had a
brief conversation on how this could have happened at the dealership.  DOT had nothing to do with the inspection sticker.


Sincerely,

******** ****

2/7/2015 Problems with Product/Service
11/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently took my 2013 Honda Accord I purchased from Mike Smith Honda in for an oil change and was refused service. They refused to service the car because my daughter has filed a complaint on them due to unsatisfactory services she received from their dealership on a car she purchased from me. The car that I own is still under warranty and has been serviced at Mike Smith since I purchased it from them. I called and made the appointment with Mike Smith for 830am on 11/18/14. Not even 15 minutes after I dropped it off they called and told me to come pick it up because they could not work on it due to the issues they had with my daughter. I am not my daughter and for them to hold what they encountered with her against me is ridiculous. The 2013 and 2003 cars are 2 different cars and have different issues. My daughter and myself are 2 different people and they can't hold what they have with her against me. I am aware that I can continue to have my car serviced at another Honda dealership but I choose not to do that because that's not where I purchased my car from. I chose to purchase my car from Mike Smith Honda due to convenience. If I wanted to be inconvenienced and bring my car 20 miles away for service then I would have also purchased my vehicle from that particular dealership. If they continue the trend they are currently on they will not have much business at all. Everyone knows someone and if you continue to not deal with people because they are related to someone or they have a connection somehow then they will not have much business at all. For example, if my other daughter comes in for service will they deny her? my mother? my sisters? or brothers? I have never heard of such horrible customer service!!!

Desired Settlement: I would like to bring my car to the place where I purchased it and not to be refused for service. I also would like a complimentary oil change for my inconvenience of dropping my car off and then having to return to pick it up and bring it to another city.

Business Response:

The customer was called and the issue was resolved.  Thank you

Consumer Response:

Per phone conversation with BBB: 


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10312643, and find that this resolution is satisfactory to me.   In the future, I don't want any trouble when I bring my car to be serviced.

Sincerely,

**** ******

11/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My name is **** ** and I am an Assistant Professor at Lamar University at Beaumont, TX since the fall of 2012. I wanted to buy a 2014 Honda CRV EX. I went to this place last Saturday afternoon (10/26/2014) to have a look, had a test drive on a 2014 Honda CRV EX, and inquired the price. The salesman (***** *******) got my phone number and kept calling me in the following week. Eventually, he agreed the price $24,600 for a CRV EX on Thursday afternoon (10/30/2014). I called him back after a few minutes when he gave me this price, and he confirmed it was the "drive-out" price for 2014 CRV "EX" model, without trading in, and it was the exactly "the one" I tested driving on Saturday. Then I came to the place to pick the car yesterday morning (10/31/2014). Eventually, however he gave me a CRV LX in the same color but I failed to find this trick at the site... I am not quite familiar with this model though I did have a test drive on Saturday (it was my fault indeed -- I was too careless and was completed led by the salesman in that situation). In the contract with Mike Smith, it does not specify it is EX or LX, but only the model CRV, and the VIN number. It is a kind of trick. When I found this trick after I drove that LX back home, I immediately went back just an or two hours later. They changed their attitude completely. By arguing with their general manager, eventually, due to my disadvantage, I have to pay $1000 more to get a Honda CRV EX (i.e., $25,600 as the final drive-out price. Actually, last week, I have already got some quotes around $25,000 as the drive-out price in the same or better condition (windows tint + nitrogen refill) in some dealers in Houston (I did receive their emails clearing showing the detailed drive-out prices they offered). This car even does not have nitrogen refill service. Without such dirty game, in no reason I would buy this car with $25,600 given that I did received the quotes from some dealers in Houston offering drive-out price $25,050 - $25,286 (I think that I could even get a even better price if I go to their place to bargain). When I went to this dealer in the third time yesterday evening around 5:30 pm to discuss to get the 2014 Honda CRV EX instead, ***** ******* and I tested this vehicle (CRV EX) again, and I asked him directly about the confirmation he made in the phone with me, he apologized to me, and later he apologized to me several times when I raised this issue again. I do not accept his apology. I think that he was playing a very dirty game on me, considering I am a foreigner and a new comer to Beaumont. I returned the LX model with two keys intact yesterday evening when I got the EX model intead, and this morning I returned the spare key to the dealer. I paid $10,000 as the down payment via a money order and the rest is for financing.

Desired Settlement: Yesterday evening, eventually I had to sign the contract with them with a 2014 Honda CRV EX with a drive-out price $25,600 yesterday given my position. But this transaction is not fair to me at all. I am a victim of a dirty game playing on me. I wish to stop this contract, or at least, some refund matching the price quote some Houston dealer offered me already.

Business Response:

My name is ***** *******.  I am the General Manager of Mike Smith Honda.  I was present for the dealings between Mr. **** ** and ***** *******.  Mr. ** is correct  in saying he started shopping for a CRV on 10/26/14.  He looked at the LX CRV and the EX CRV.  Looking at trading in his vehicle and not trading.  The last vehicle that Mr. ** looked at was a LX CRV.  He then called and we agreed to a drive out price of $24600 on 10/30/14.  He came into the dealership on 10/31/14.  Accompanied by an acquaintance they then proceeded to look over the vehicle.  The vehicle(which was an LX CRV) was looked over thoroughly for an extended duration of time.  Mr. ** inspected the vehicle so well he located a small pin like rock chip in the hood, which we agreed to fix.  Mr. ** signed all of preliminary paper including the preliminary buyers order.  The preliminary buyers order(which is attached) states that the vehicle is a 2014 CRV LX.  Mr. ** then finalized all his documentation in the finance department.  Mr. ** then took delivery of the vehicle.  Approximately 2 to 3 hours later Mr. ** returned.  He was upset and said he wanted an EX CRV not an LX.  The EX CRV is roughly $2000.00 more than the LX.  The most noticeable features of the EX CRV versus the LX CRV are the alloy wheels and the sunroof.  Mr. ** expressed that he wanted the EX CRV for the same price as an LX and that he could not tell the difference between two.  I found this odd considering he claimed he could not tell that the LX CRV was not an EX CRV when the EX CRV is obviously more equipped.  Mr. ** in no shape form or fashion was misled by ***** *******.  Mr. ******* is an ordained minister does not have a deceitful bone in his body.  I allowed Mr. ** to back out of the LX CRV car deal and buy and EX CRV for an agreed upon price.  By law upon leaving the dealership Mr. ** did own the LX CRV.  I find Mr. **’s comment “  . I think that he was playing a very dirty game on me, considering I am a foreigner and a new comer to Beaumont”    Appalling and distasteful. I feel Mr. ** made a mistake and was looking for someone to blame.

Consumer Response:  
Complaint: 10291007

I am rejecting this response because:


1) On 10/26/2014 afternoon, I went to this dealer to take a look at a 2014 Honda CRV.  I directly asked about CRV EX. Mr. ***** ******* answered my question and showed me an CRV EX and EX-L in the parking lot. He explained me the difference between these two models. I never asked about  a CRV LX, and he did not show me LX either. I had a test drive of an EX.  Mr. ****** said that I looked at an LX too. It is NOT correct. If Mr. ******* and Mr. ****** cannot remember the details, I guess that they have a CCTV closely monitoring their parking lot, why not have a check what happened on that day? Also, there are cameras in the intersection of IH-10 and College St, and one in the intersection of IH-10 and Washington St. I did pass these two intersections when I tested a drive of EX. If necessary. I would suggest the BBB to check the videos recorded by these cameras on that day.  After I tested the drive, I was led by Mr. ******* to the lobby. I asked the price. Then another salesman came to talk me with the price of that EX model. I remember the price he offered is 26700 with my old car traded in. He wrote this number in the paper but eventually he refused to give that paper to me. I refused his offer and then left the site.

2) After that day, since Monday 10/27/2014, Mr. ******* and that salesman I mentioned above called me frequently. For example, on Thursday (10/30/2014), Mr.  ******* called me 5 times before I eventually answered his 6th call. He called me first in the morning and left me a voice message, and from 3:04pm - 3:59pm, he called me four times that I did not want to answer. These "missed call" records are well stored in my phone. However, his last attempt succeeded as I answered his sixth call on 4:44pm (according to my cell phone record). I directly said that I can only do the business with them with around $24500 for a CRV EX model without a trade in. Then at 4:55pm, he called me back, saying that their manager agreed me to offer $24600 for an EX model and asked me to come to complete the transaction immediately. I said that I could not do right now. After 5 minutes, I called back to confirm the price. He confirmed with me the EX model, no trade in, drive-out price $24,600. Then I said that I would come tomorrow morning.

3) The reason that I did not want to answer his calls was that I have already got some better offers from Houston dealers in that week. After the first search of the 2014 Honda CRV EX on 10/26/2014, I began to use Edmunds.com and Truecar.com to search this model in the greater Honston area. I received lots of emails showing the quotes of the drive-out price for CRV EX, as I said in the last email. I communicated with these dealers through emails. One dealer did give me a quote of a drive-out price for an 2014 Honda CRV LX model:  $23,130.29 on 10/27/2014 (Monday) afternoon (without trade-in) in the email.  I immediately replied her that I was actually interested in a CRV EX model.  I do have these communication records.  If the BBB committee/board wants to investigate this issue, I can provide these emails and the contact information of these dealers. Therefore, given that I was very aware of the drive-out price of an LX model, it is NOT reasonable for me to talk with Mr. ******* to accept a price of $24,600 for a CRV LX.  And for the same reason, it is not possible for me to accept the drive-out price of $25,600 for an EX given that I did receive offers in emails clearly stating the drive-out price is much cheaper.

4) Actually, through the email and phone communications with dealers in Houston, I was almost close to the final drive-out price for a 2014 Honda CRV EX I would like to pay -- $24500. Again, the email records clearly show this. One dealer offered me $24,900 in the email, and another one promised me $248,000 in the phone.  All of these prices do not include my old car traded in. That is why I was not interested in the calls from Mr. *******.

5) On last Friday (10/31/2014) morning, I was not able to find that the car given to me was a CRV LX instead of an EX as I asked him. It was my fault as I said in the last email.  The reason is  that I began to search the car just since 10/26/2014. Before that, I did not have much information about CRV. My wife recommended me this model because she has a friend driving this car. I did not see CRV until I went to this dealer on 10/26/2014 because my wife is not in Texas. She was a graduate student in the Ohio State University and now she works in Arkansas.  Also it is the first time for me to buy a new car from a dealer. My old car (1999 Nissan Maxima) was brought from a private party in Spring, 2008 when I was a graduate student. I am not a big fan of autos, and  as a tenure-track faculty, I am very busy. I do not want to spend too much time in searching and negotiaing with salesmen on site. That is why I always want to set the drive-out price via email or phone at first, and then pick up the car.  I had thought it is a simple game because I trusted Mr. ******* at that time. Now, I think that I learned a lot from this lesson.

Sincerely,

**** **

Business Response:

At this point I don’t know what to say.  In response to Mr. **’s comment “I had thought it is a simple game because I trusted Mr. ******* at that time  “.  These men and women who work at all of these car dealerships dedicate a lot of time to their profession(most 60 hours a week).  This is not a game that these people play from 9:00 to 7:00 and then go to their real job.  Mike Smith Honda did Mr. ** a courtesy that apparently was not well appreciated.  He could still currently be driving the LX CRV due to the legally binding contract that he signed.  I can assure the dealership made close to nothing as well as the sales person.  Mr. ** got a great deal and should be extremely pleased.          ***** *******

Consumer Response:  
Complaint: 10291007

I am rejecting this response because:

It seems that Mr. ******* and I disagreed with some basic facts that happened on 10/25/2014 (Saturday) afternoon when I went to Mike Smith to see the car for the first time. Mr. ******* said in the last response that "He looked at the LX CRV and the EX CRV, ..., The last vehicle that Mr. ** looked at was a LX CRV". I do NOT think that he is correct at this point. Maybe the reason was that it was Mr. ***** ******* who received me on that day, and Mr. ******* was not in the parking lot with me at that time.

By the way, in the last response from Mr. *******, he said it was "10/26/2014" when I first went to Mike Smith to search the car. I think it should be a typo as 10/26 is actually a Sunday and Mike Smith is closed on Sunday.

I proposed a method to reveal the truth in the last response.  I think that this dealer has a camera closely monitoring their parking lots. Therefore, I believe that it would not be difficult for Mike Smith Honda to find the truth, given that I do think that they are more familiar with the difference of the appearance between LX CRV and EX CRV than I. Therefore, I do not know why Mr. ******* felt "At this point I don’t know what to say." Moreover, there are cameras in some intersections in the route where I tested the CRV on 10/25/2014 afternoon. These records should be very helpful for us to solve this first disagreement. The fact on 10/25 is important for a third party to understand the following dispute between Mike Smith Honda and me.

Moreover, if necessary, I would like to discuss with Mr. ******* face to face directly about what really happened on 10/25/2014 afternoon, as well as in the following days, in front of a neutral third party, e.g., BBB officials or a local judge, so that we may be able to rebuild the truth.

If the BBB could like to investigate this dispute, I would like to provide the email records and telephone records, as I said in the last response.
 
Finally, I do NOT think that I have got "a great deal" from Mike Smith. As I said in the last response, I have other written offers clearly showing a much lower drive-out price than what I got from Mike Smith for this 2014 Honda CRV EX.  On 10/31/2014, when I went back to this dealer to argue after I realized what I got was an LX CRV, I mentioned these offers to Mr. *******. I cannot see why Mr. ******* still thinks that I "should be extremely pleased". Contrarily, I guess that Mr. ***** ******* should be "extremely pleased" to see that I drove out a Honda CRV EX with additional $1000,compared with the amount he had promised me for this model in the phone. 


Sincerely,

**** **

11/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The engine light in my vehicle illuminated. I took the car to Mike Smith Honda for repair. The same day they contacted me to inform me that I needed an oil change, timing belt, and tune up. I told them to fix the vehicle and paid them $1000+. I picked the vehicle up and drove about 3 miles and I noticed the car was jerking which was new. I called Honda and they told me to bring the car back. My husband returned the vehicle and after diagnostics they stated I needed an EGR valve. I told them it was not fair for me to pay for this when this was not an issue that was occurring before I took the car to them. Being reasonable I agreed to pay 1/2 and they would pay 1/2. They kept the car again and I returned to pick up the car in a day or so. I left Honda and about 10 miles later the car began jerking again. I contacted Honda and took the car back to them. They stated I needed new pistons. I explained I simply took my car to them for a light that was on. My car was not doing any of the things it was doing now. I told them they actually did more harm to my car than good. Mr. ******* and the service manager stated it wasn't their fault. The manager was extremely rude and became loud with me. I was very upset with Honda and their service. The manager told me since their service was so bad not to return to Honda. I talked to Mr. ******* who also stated the same and agreed to give me a refund for the lousy service I received. I then took my car to ******* who told me that my engine was messed up and it would cost me hundreds of dollars to fix because when Honda placed my timing belt on they did not set the timing correctly which was causing the engine to misfire and causing damage. ******* also told me that Honda stated they did a tune up on the vehicle but the spark plugs were not new. ******* advised me to contact Honda to fix these issues which is what I did. Mr. ******* stated ******* does oil changes and couldn't possibly know anything about engines. I told them that ******* actually had a camera in the engine and could show them what was going on. Mr. ******* said he would call ******* and discuss what they believe might be going on. Later I received another call from Mr. ******* who stated they would look at the car again. Next I received a call from ******* stating the tow truck was there and wanted payment to tow the car. I contacted Honda and explained to Mr. ******* that I was not going to pay for the tow because if they hadn't messed the engine up the car would not need to be towed. After going back and forth Honda finally agreed to pay for the tow. The car was taken to Honda and they told me if I pay them back the $1000+ they would fix everything they messed up in the engine. I agreed and they took weeks to repair the vehicle. Once the vehicle was finished they called me to pick the vehicle up. They stated everything was fixed and I shouldn't have any problems. As weeks went by I would feel a sporadic jerk as well as the smell of oil. I took the car to ******* due to the bad customer service and lack of knowledge that I received from Honda. ******* looked at the car and stated it seemed as though there was a problem with the gaskets. They encouraged me to bring the car back to Honda because they messed with the gaskets when they fixed the engine. They stated they should have changed the gaskets when they worked on the engine. No one was surprised that they didn't due to them finding old spark plugs when Honda stated they did a tune up on the car. ******* told me they cleaned the gaskets off and instructed me to drive it for a few weeks then come back so they can determine if the gaskets were the problem. In the meanitme I was tired of dealing with Honda and their mess as well as the back and forth with this vehicle. I am also dealing with a lawsuit with American Honda that has lasted 2 years so I was fed up. So I purchased another vehicle and I gave my mother her car back . My mother contacted me and asked what was the jerking and the smoke from the hood. I told my mom the jerking was still from when Honda fixed it and I didn't go back due to the disrespect but I did not notice smoke from the hood. My mother then took the car back to ******* who stated it was oil that was leaking so it was the gaskets. They advised my mother to bring the car back to Honda for repair because this is something they should have fixed when they had the car the last time. Not to mention this was not an issue that was there prior to Honda messing with the engine. My mother also recalled that Honda had a recall on the gaskets and Mike Smith Honda was the one to fix it not too long ago. My mother then called Mike Smith Honda and made an appointment for them to look at the vehicle. My mother dropped her car off today 10/29/14. **** called her and stated they would not work on the car anymore. My mother explained that we paid for a service and they need to honor their work. **** contacted Mr. ******* who said he stated not to bring the car back to them. I reminded him that he did say not to bring the car back but that was before he took my $1000+ back and agreed to fix the car. Since that time the car has been back in their possession. My mother is very upset that they won't honor their work and fix their issues. I told Mr. ******* to refund my money and we would have the car fixed properly elsewhere. Mr. ******* became upset stating he's tired of dealing with us. I told him I would report this to the BBB if he could not be reasonable as I have been dealing with him and this whole mess. He told me not to threaten him and pick the car up. I told him that's fine but I wanted my money back and I was not threatening him. I explained as a consumer I have a right to seek payment or some other reasonable outcome. Since they are being unreasonable this is my only resort. (The managers mentioned above is ***** ******* and **** - Service Manager)

Desired Settlement: I am requesting a refund of the money I paid them for the problems they have caused. They have not 100% repaired the problems. There are several witnesses to everything stated. At first we simply wanted them to fix the problem of the gasket (which was supposed to be done already) and to look into why the car is still jerking sporadically. This is my mother's car and they have treated her with total disrespect. They can't hold what they did to me against her. At the end of the day they need to honor their repairs but since they can't they can give me a refund and we will pay someone who has been honest and just to do the work.

Business Response:

On 05/30/2014 **** ****** came in for a check engine light and a rough idle.  This vehicle is a 2003 Honda Accord which currently had 132667 miles on it. We recommended timing belt, tensioner and spark plugs. These items should have been replaced with in the first 5 model years of the car but had never been done. Mrs ****** spent approximately $1091.00 on recommended maintenance items.  These maintenance items needed to be done to get up to Honda’s recommended standards before any other diagnosis could be performed.  During diagnosis we found that cylinders 1,2,and 3 were misfiring.  We then contacted Mrs. ****** back and let her know about the current issues that we were still having.  She then declined to let us go any further.  I agreed to refund her money on the recommended maintenances even thought these were items that should have been addressed for some time now.  She then took the vehicle to another repair shop.  The other repair shop said that our timing was incorrect and that the car had valve issues.  They then reset the timing.  At this point after speaking to Mrs ****** I agreed to have the vehicle brought back to our facility.  We then paid for the towing bill and the repair at the other facility.  Just to let everyone know, the repair shop was not a Honda certified repair facility.  It was *******.  What was odd is that after ******* allegedly reset timing it arrived here and was still out of timing.  We diagnosed the vehicle again, timing was off two teeth and compression was low on the rear cylinder head and catalytic converter was needing to be replace.  We then made the agreement with Mrs. ****** that if she were pay the original  $1091(recommended maintenance total)  we would good faith the rest to make her  happy. Mike Smith Honda repaired and replaced and additional $2056 worth of components and labor.  Mrs. ****** and I agreed that our business was concluded indefinitely.

Now I want everyone to understand that our customers are very important to us. Mike Smith Honda went above and beyond to take care of Mrs. ******. This Honda  Accord was 12 years old, had 132000 miles and had been neglected the manufacturer recommended maintenance.  Mrs. ****** had no interest in the right thing or fair thing.  From the beginning, Mrs. ****** used the threat of slander on social media and BBB to intimidate Mike Smith Honda.  The same formula is being used today in this “new” issue. The vehicle was brought to ******* before being brought to Mike Smith Honda , just as it was previously, and then brought to the dealership for possible correction of what ******* has done, after we previously agreed NOT to do business.  Just a side note, Mrs. ****** is currently trying to sue American Honda Motor Company over an accident she had in her 2013 Honda.  She collided with a center median and blamed Honda, stating it was the automobiles fault.

Consumer Response:

 
Complaint: 10284624

I am rejecting this response because:
It is full of untruths. I have witnesses and documentation to prove mostly everything stated in here is an untruth. Mike Smith diagnosed my car using diagnostic reports due to the rough idling and engine light. They stated the rough idling and engine light was due to needing the timing belt, tune up, and oil change. Their recommendation was to fix these issues which I did. When I left not even 10 minutes after the engine light came back on. Honda diagnosed it again and stated it needed an EGR valve. It went back to Honda and they stated everything should be ok and I quote "It's running better than it ever has". I took the car and about 10-15 minutes after the car started idling roughly almost cutting off and the engine light came back on. I became upset as anyone would because I paid them for a service and they caused more problems. I took the car for a second opinion who diagnosed the car with misfiring due to the timing belt being off. (I have these documents from *******) After an argument with Mr. ******* he did agree to refund my money. At ******* they diagnosed the car with the timing belt being off and recommended I take it back to Honda. ******* NEVER fixed the timing issue. ******* simply diagnosed the car they did not complete any work on the car. Once I received the diagnosis from ******* I called Honda to alert them of the situation. Due to their incompetence they caused damage within my engine. (I have documents from ******* to prove this as well).

The next untruth comes from the fact that I agreed that our business was concluded indefinitely. This was a conversation that we had but it was prior to them accepting my  $1,091  to fix the car the second time. (Which I would add was my idea) I actually told Mr. ******* that I wanted to be fair and I wasn't trying to get over on anyone. I offered to pay them $1,091 for the work they completed and they would need to fix any issues they caused by not setting the timing belt correctly. So actually after we agreed our business was concluded indefinitely he actually called me back to work on the vehicle and fix the issues they caused. To be factual when I picked the vehicle up the last time I shook ****'s hand and he apologized for any misunderstandings. He stated the car should be good and I stated I hope so. He even apologized for taking so long to fix the issue.

I would like everyone to understand that this car was well taken car of. If something was needed on this vehicle it was done. Not all work was performed by Mike Smith. I had every interest in what was fair even offering to pay them $1091 for the work they did and in return they fix the problems that created. Let's be very clear I don't threaten anyone and I am very fair. I did not tell Mr. ******* I was going to report this to the BBB until he started saying he wasn't going to fix my car. It took that for him to agree to fix his mistakes which I don't feel as a consumer I should have to do.

I would like to point out that Mr. ******* stated the car was brought to ******* before Honda for the new issue. I would ask anyone if you received bad customer service at a place would you bring it back to them for them to do it to you again. No! I took it to ******* for an oil change. The agent found the old issue was still present. Keep in mind ******* had not seen the vehicle since Mike Smith took it back from them to "fix their mistake". ******* has always been fair and I asked them is this a new issue or still related to the old issue. Also keep in mind they showed me the old spark plugs that was in the car after Honda stated they changed them. Keep in mind as well they also was the first to diagnose the true problems using the reports produced by Honda. ******* instructed me to bring the car back to Honda because Honda stated they worked on the gaskets when they fixed the car the last time . This isn't a "new problem" its the effects of a bad job on the old problem (I have documentation to prove this as well),  Per policy Honda warranties their work/service for 12 months. I paid $1091 for work they have a warranty to fix. If they do not wish to fix this under their warranty that's fine it's only fair to refund my money and I will get it fixed as it should have been done. I don't know anyone who would pay for a service and say ok I will never bring it back without knowing if that service was 100% fixed (in this case it is not). It's very simple if they don't want to fix the work they did then refund my payement and someone else can do the work and I can have a warranty on that work for 12 months as I should with Mike Smith.

I would love to add to this long story with the fact that my cousin ******* ******* called me this week to ask me what lawyer I used because Mike Smith Honda was trying to scam her. She stated they stated they diagnosed her car needing a coil but when she picked it up the problem still existed only to find out it was her alternator. Mike Smith is becoming notorious for their failed attempts to fix vehicles and stating its one things when its not. Just in case I haven't said it before they also were found to have stated they did a service to my car that they actually never completed but charged me for it. ( I have the auto tech as a witness to this and several other facts)

 

Lastly I would like to conclude with setting this record straight as well (this proves they are full of untruths and being very desperate). I am not trying to sue American Honda for an accident I had. I did sue American Honda for an accident I had in which the electronic steering failed causing me to crash my vehicle. At this time this law suit is settled and American Honda has paid a good amount for their mistake. Also take note that if you visit: www.safercars.gov you will note several  2013-2014 Honda vehicles with failed steering. I will paste one report with a file number for you to refer to you. You may also visit the site and do a search for 2013 Honda Accord Steering and it will display over 33 complaints.

Date Complaint Filed: 09/04/2014
Component(s): ELECTRICAL SYSTEM , ELECTRONIC STABILITY CONTROL , STEERING

Date of Incident: 09/02/2014 ***** ** ******* ********

 

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Again, I would be the first to say I am very fair and I have taken a lot of slander and horrible customer service from Mike Smith. My letter above is filled with factual accounts that can be backed up by a trail of paperwork and witnesses. I hate the fact I have to take time out of my day that should be used helping people to argue about a company who is not willing to accept fault for their mistakes and do what's right. The only thing I ever wanted was a car to work appropriately. At this time this still does not exist.  Actually it does I purchased a new car that 2003 Honda Accord belongs to my mother. My mother is the one that actually took it to the dealership this last time and was denied service for work that should be warrantied by the performing facility. I am writing the report because I have all the knowledge of the past events but she is the owner of the vehicle and wants it fixed. Mr. ******* and **** were very rude to her and disrespectful as well. Currently she still owns a 2013 Honda Accord and has to deal with them or maybe not because he told her not to come back. This would be granted with the refunding of the payment I made for a warrantied service. If they don't want her or the car back give me the money and I will pay for the service elsewhere. That's only fair! You can't expect to keep the money but not warranty the bad work that was performed.

Sincerely,

**** ******

Business Response:

I stand by my original response.

 

***** *******

10/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was instructed to bring my to Nissan to Mike Smith, and from the moment I walked in facility I was treated with disrespect and racism . When I came in on Sat 10/5/2014 ****** did not greet and quickly dismissed us stating our vehicle could not be worked on that day. We made an appointment Tuesday October, 7 2014 @ 7:00 am. When I arrived, to bring my vehicle I wasn't greeted with Good Morning how can I help you, but sighs and stares. When, ****** called with information re car she stated Nissan was not going to cover our repairs without maintenance records. When we brought our oil changes receipts to Mike Smith, it was dismissed as suspicious and not good enough. And finally when I came up to Mike Smith inquiring about my vehicle I was called a liar by ******. If I am bringing my money to a business I will not be treated with disrespect and prejudice . My husband who works with the news, has brought this story to ***** *** ****. I hope Mike Smith will handle this situation accordingly because I am devastated from the disrespect I have encountered at Mike Smith.

Desired Settlement: I would like my vehicle repaired under warranty, loaner car for days my car is being repaired, car filled up and cleaned at time of pick up

Business Response:

Mr. and Mrs. ***** did bring their vehicle in to be diagnosed on October 7 2014.  Their concern was “Vehicle has a lot of smoke coming out of exhaust” and “Vehicle seems to be using a lot more oil than it used to.”  We inspected and verified the customer’s concern of smoke coming from exhaust.  At this point we started to run diagnostics and found upon inspection that there was sludge noticeable through the oil fill cap on the top side of the engine and also staining on the dip stick.  We diagnosed the vehicle as needing to have the engine replaced.  As per Nissan USA agreement we called in for prior approval on the replacement engine.  We were asked to get all receipts for oil changes from the customer as a first step.  They purchased the vehicle used from CarMax and have put approximately 25,000 miles on the vehicle which would have required approximately 6-7 oil changes to have been performed.  Mr. ***** provided 1 oil change receipt with no vehicle identification number, no miles, and no other vehicle information on the receipt.  When asked for more oil change records he stated that was all that he could find.  We called Nissan USA prior approval back to go over the record of maintenance.  Upon completion of the phone call Nissan USA directed us to get customer authorization to remove the 2 valve covers and lower oil pan for further inspection.  Once removed we were to take pictures of the oil pick up screen, top side of engine and oil pan.  Then to send the pictures and findings to Nissan USA for consideration of warranty.  This is due to the fact that there is sludge present and only 1 oil change within 25,000 miles, leading to possible neglect of the vehicle.  This would need to be approved by the customer for tear down time to remove these items, since if the finding are neglect the customer would be responsible for the bill.  The Service Consultant advised the customer of the cost to perform these steps which the customer declined.  We explained to Mr. and Mrs. ***** that these steps must be completed as per Nissan USA before we would know if Nissan USA would cover or not cover the repairs needed.  The customer removed their vehicle from our shop on October 11 2014.  At this point we cannot and have not declined any warranty work to the customer, but have acted as asked to by Nissan USA.  If the customer would like they may contact Nissan USA directly at 800-647-7261, however at this point Mike Smith Nissan’s hands are tied by what we have been told to do by Nissan USA.

 

**** ****

Consumer Response:  Nissan is working on approving my warranty my issue is with the attitudes of mike smith staff ****** specifically. Working with public, customers are always treated with respect regardless of race. I would never address any customer as a liar. But obviously mike smith philosophy differs. I will never do business with a place with your disregard to the customers. And through the media, social networking, and of course this website I will share with southeast TX exactly what kind of company mike Smith is.
Complaint: 10262258

I am rejecting this response because:

Sincerely,

***** *****

10/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In May, 2014, I started having trouble with my 2004 PT Cruiser wanting to die at a red light or stop sign with the air conditioner on. It also started cutting out on me while accelerating onto the freeway. I took it to Mike Smith's in Beaumont, and explained my problem. I had to leave my car and was told they would have to break the engine down to see what was wrong. The next day, I was told it was the timing belt and water pump. They said it would cost $1,700. I said "will that fix my problem" and they said they thought so but would have to see. Well, then I got a call saying it needed a new head gasket that it must have gotten hot (which I did not know it had gotten hot) and it would need to go to another shop for the head gasket. Well, the expenses went up more. Then I got a call that it needed a new radiator and new radiator fan and two motor mounts. After two weeks and over $3,000 I finally got my car back. Went hoe hoping my troubles were over for a while, only to find, it still wanted to die at right lights and cut out. I took the car back to Mike Smith's and I even sat in the car with the Service Manager to show him that it wanted to die while sitting still with the air conditioner on. He said he would have the tech (which was a student) look at it again. Well, they kept it a day or two and I was told that it was the spark plugs and they changed the spark plugs. So, my $3,000 job was honestly because of spark plugs? I then got the car back and after a week or so, the engine light came back on. I took the car back and they hooked it up to a machine and found nothing. I left. After a week or two agin, the engine light came on again and I took it back. This time they told me it was the thermostat or something and they replaced it. Then, on Monday, 8/18/14, as I was leaving work to go to Fannett, as I was accelerating onto the freeway, my car started cutting out and lunging very badly. The engine light came on and it cut out on me all the way to Fannett. I would ease back off the accelerator and the cutting out would stop. I would very gently push on the accelerator and it would slowly increase speed and would get up to 60 but then would start cutting out again past that. I had to very slowly and gently drive to Fannett. Once there, I took my Granddaughter to her school orientation and when we left to come home, it did not cut out again but the engine light stayed on. An in-law of mine, knowing what I had been through with Mike Smith's and how much I had been charged, told me to get a second opinion, so took it to ****** on College the following day and **** looked the car over and drove it. He told me that he found the following things: 1. Oil leak from the new head gasket that was replaced by Mike Smith. 2. Anti-freeae leak from the new water pump that was replaced by Mike Smith. 3. Very loud noise and vibration from engine while sitting still that was not normal. (It was not that way prior to work at Mike Smith's). He told me the noise or vibration could possibly be affecting a sensor causing the car to cut out. He checked the fuel pump, fuel lines and ejectors and they seemed to be woking fine. He said he did not want to charge me to do anything else because if the work Mike Smith did had a warranty, they should fix the problems ad he did not want to take advantage of me by charging me. He said that I could have had an entirely new re-build engine placed in my car for the amount that was charged by Mike Smith to repair. I wrote Mike Smith's internet chat website on August 22 and ****, the chat rep, said he would let the General Manager know and have someone call me but no one has called me yet. Then on Monday night, I was coming home from my Granddaughter's Volleyball game which was in Silsbee, and on the trip home, the engine light came back on and it started the cutting out thing again. I would let off on the accelerator and it would stop lunging. I would very gently push on the accelerator and it would lunge for a while then stop. I could not go over 60 without it cutting out badly again. This morning, I start the car and the engine light is off. Going to work, it did not cut out. It seems when I just slowly putt around town, it isn't that noticeable, but accelerating on the freeway or going higher speeds, it cuts out. I looked on the internet to research what could be causing the cutting out and found references to possible needing a new fuel filter, to oxygen sensors. I called Mike Smith to make an appointment again, and they cannot get me in until September 29th which is three weeks away and I need to go to away Volleyball games for my granddaughter.

Desired Settlement: I am so very discouraged and very unhappy with what I have been through with Mike Smith's. I would like for my car to be fixed properly and honestly. I know my car is 10 years old and there are things that I am sure need to be replaced after 10 years, but I feel that the issue I brought the car in for was not addressed. The solutions such as spark plugs and possible fuel issues could have saved me thousands. I really did not have the extra $3,000 to fix the car but I had to find it to get my car back. My late Father was an auto mechanic so I know it could be a hundred different things, but I feel I was lied to and taken advantage of regarding my repairs. Thank you, ****** ******

Business Response: The service manager **** ******** at Mike Smith Chrysler Jeep Dodge Ram will be contacting Mrs. ****** ****** to schedule an appointment to get her vehicle looked at again at no charge. He was unaware of the problems still going on.  she is welcome to call and speak with **** if he hasnt gotten ahold of her yet and he will put her with a new tech to get the problems resolved. His direct number is 409-***-****   Thank you!

Consumer Response:  
Complaint: 10219216

I am rejecting this response because:  Mr. **** ******** did call me last Tuesday, September 16, after receiving your letter and said he was unaware that I was still having issues with my car.  Since the original repair in May, the car had been back to Mike Smith's three times (now the fourth time) so I assumed he knew it had been back.  I brought my car back to Mike Smith the following day after his call and they kept it Wednesday, 9/17 and Thursday 9/18.

When I picked up my car Friday morning, 9/19, I was told that there were some camshaft issues and that when the original tech replaced the timing belt he did not replace the engine mount support and that had to be replaced and a gasket needed to be replaced.  I was told that they had the Senior Shop Foreman to make these new repairs and I can certainly tell a difference in the sound and smoothness of the car.  I am enclosing a copy of the things they did to the car this time.  I did have the opportunity to drive my car out to Fannett last night and it did not lunge.

As you can see from the enclosed original invoice what my complaints were and why I brought the car in to be checked.  It wanted to die at a red light or stop sign with the A/C on, it wanted to lunge when accelerating and the man that inspected my car told me it had a broken motor mount.  You can see in print, all the things they said were wrong.  But when I picked up car after the $3,000 job, it was still doing the exact same things I brought it in for.  I took it back, explained it again and that time they replaced the spark plugs.  That solved the dying at the red light issue, but was still lunging upon acceleration.  The engine light came on again and was still having the lunging problem so I took it back.  That time they replaced the thermostat again.  Then on 9/15, I still kept having problems with the lunging and the engine light came on again and I called them and made an appointment but they couldn't get me in until 9/30.  Then I wrote you and from that letter Mr. ******** called and tole me to bring it in.  He said "they would have to bring me in before all these other people waiting."  So I did bring it in on 9/17.

As I previously stated, I know my car is 10 years old and things wear out, but it is just that when originally brought it in, it seems they started replacing things that were worn which did not solve the problem.  It appears that the things that did solve the problem I was experiencing were spark plugs and camshaft issues.  I wonder what the price of those items would have been versus the $3,000?

My car has been paid off for quite awhile and I have been unable to afford a new car because I support two households.  I had to borrow the money for this $3,000 and for a single woman, making $14.75 an hour and supporting two households, it will now take me another three years to pay off this repair.  I know that this is not Mike Smith's problem or concern and they certainly don't know everyone's financial situations when they bring their car in, but they should be more mindful of taking advantage of people when they truly cannot afford it.  While I am unable to jump into new car payments at this time, I could possibly considered using that $3,000 with the trade in of my car and placed that on a newer car.  Their actions will also weigh heavily on my consideration of where I will buy a new car in the future.

I received an email from Mr. ******** early this morning reminding me of my appointment on 9/30, so I can only assume it is an automated email or Mr. ******** does not remember my name.  I did send a response back that they can cancel the 9/30 appointment since they worked on my car last week.

Sincerely,
****** ******

Business Response: Hi I'm trying to understand what it is that Mrs. ****** ****** is wanting for us to do?. It is not stated that she is needing anything else done in the last complaint, it simply says we did get her in and then states the problem that had happened again before getting her in.  Mr. ******** did get her in and didnt charge he for these repairs from what i see from the attachment see sent. She has rejected the last email and said it was b/c Mr. ******** said he wasnt aware of these problems until now the complant was made. Unless i cant see the rest of the complaint then this is all it said. there was nothing saying what she wanted from us so that this case to be resolved, I am needing to know was the problem fixed on this last visit and what else is she wanting us to do to resolve this? Please let me know and i will do what i can to see that this is taken care of in a timely manner! thank you for your time, ****** ******

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10219216, and find that this resolution is satisfactory to me.
The car is running fine now.  I just wanted management to be aware what was going on in their shop.  


Sincerely,
****** ******

8/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The 2006 Titan was worked on at the service center many times since it was bought there. The lug bolts were replaced twice due to cross-threaded (their record only showed once for some reason). The driver side front caliper slipped and rubbed against the inside of the aluminum wheel. The service manager, ****, dismissed that as it was not resulting from their repairs. I pointed out that both caliper bracket bolts were missing, NOT broken off, but missing. **** still insisted that it was not a result of their works, and the caliper would have fallen off long time ago.( Like this situation has happened before and he had experiences with it). The results were damaged brake pads, caliper, and aluminum wheel. The flippant, dismissive tone of voice and action indicated the lack of safety concern as the caliper could have fallen off resulting in loss of brake fluid, and total brake failure.

Desired Settlement: 1-the caliper has to be replaced (free parts and labor) 2-the aluminum wheels replacement as it is devalue the vehicle 3-refund the cost of parts and labor I put in to make the vehicle serviceable

Business Response:

Mr. ****** I would first like to apologize to you if I came across to you as uncaring and dismissive this morning as that was and is not my intention.  All of us at Mike Smith Nissan including myself take safety issues or any issues that come up with our customers vehicles as a very serious concern and want nothing more than to correct the issue and get our customers back to regular life.  I have reviewed your service history again and did find 1 time where we replaced a wheel stud on the left rear wheel, not the effected wheel in question.  We first informed you of the wheel stud being damaged on your second visit with us on October 5, 2010 with 46141 miles on your truck at which time you did not perform the repair.  You did return on May 20, 2011 with 49449 miles and paid us to replace the left rear wheel stud with a few other items.  You then had 4 other visits with us where we performed oil and filter changes with a recall and multi-point inspection at those visits.  Then on October 12, 2012 with 61515 miles on your truck you paid for and we replaced the brake pads on your truck, both front and rear.  Then you came back in 5 additional times since then and before today for oil changes, and tire rotations, with multi-point inspections being performed at each visit as well.  It has been 6 months since we have last seen your vehicle before today when we meet this morning.  At all the visits after the brake replacement on the vehicle there were no visible signs of missing and or damaged bolts to the left front caliper of the truck from when we performed the multi-points and inspected the vehicle.  It has been 22 months and approximately 17,000 miles since the brake repair was performed on your vehicle.  I am not sure on the miles since I do not know your current miles.  If by chance the technician  that replaced your brake pads almost 2 years ago had left the bolts out of the caliper on the left front wheel we would have had a failure at a much shorter time and mile range.  I have seen this happen before in different shops and when these bolts are left out or lose the vehicle will exhibit problems within a very short time frame, usually within the 1st month or less after the repair was made.  My offer that I made to you this morning still stands as I want to help you out of this failure on your vehicle.  I will sell the caliper to you at my cost and perform the installation at a reduced rate to you as well.  Please let me know if we can proceed with these terms and get your vehicle back in order, thank you.

******* ****

Mike Smith Nissan Service Manager

(409)212-2046 office

Consumer Response:  
Complaint: 10167614

I am rejecting this response because:
Mr. ****, 

With all due respects to your experiences, I have to ask:
1. What is the chance for one of the bracket bolt to come loose, how about two bolts to come loose if they had been installed properly?
2. What is the chance for me to go under the vehicle to remove the bolts, then drive around so I can blame you guys?
3. What is the chance that the technician forgot the two bolts?
On the part about inspection, I watched more than once, that the techs did not inspect everything he marked, just to let you know.
 
This is a ****er of principal, doing thing right, and you and MS had failed on both.
I have decided that I will not spend any more money at MS in the future.
Sincerely,

**** ******

Business Response:

Mr. ******,

            To answer your questions in order and referring to previous answer please see the following:

1.       If the bolts had been installed improperly or left loose the vehicle would have exhibited a failure with in the first week to first month after the brake pad replacement on October 12, 2012.  There is a lot of pressure on these items and the brakes are under constant use and pressure.  Unfortunately I and the technicians have seen items of this nature left loose over the years.  When these items are left loose they do not wait almost 2 years to fail and cause issues.  The issues as I noted will arise within a month or shorter time frame.

2.       I would agree with you that you would not go underneath your vehicle to tamper and or  remove parts from your vehicle intentionally to cause issues.

3.       As I have stated before if the technician had forgotten the 2 bolts 22 months ago and approximately 17,000 miles past you would have exhibited the stated concerns you are having much sooner within the first month or sooner.  The caliper would have started to back off the mounting bracket with rotational force instantly if the bolts were left out.  To give you an example of this in real life I use the following with my sister in laws truck.  She had here brake pads replaced at an independent shop in Silsbee.  After paying for the service and leaving she made approximately 5 miles down the road and the caliper separated from the rotor, the same as in your case.  The company had left 1 bolt out and the other loose.  The loose one sheered letting the caliper move.  In all it took 5 miles to happen.  This is why we say that it is not possible for you to have traveled 17,000 plus miles in 22 plus months with no issues arising from the brake job.

I do understand the seriousness of a brake system failure and we do stand behind our work.  However this is not a failure of workmanship and or quality of a repair.  As a matter of principle I restate; you would have had these issues arise much sooner than  22 months and 17,000 miles past the repair date had the technician left the bolts out when performing the brake job.  The offer I made to you the morning you came in and also in the previous email about selling the caliper to at cost and installing at a reduced rate still stands.  As we do wish to resolve your issue and keep your business.  I cannot justify with the facts presented that we are at fault of performing a faulty repair.  Especially with the time and miles that have passed.  The number of times your vehicle was looked at after the brake pad replacement.  And the fact you had no noise and or indication of braking issues in this long amount of time since the repair.  

Consumer Response:  
Complaint: 10167614

I am rejecting this response because:

1. Both bolts had to be backed out evenly, to prevent one of them from being sheared off, well, there is no evidence of any bolts inside the caliper.  I would have to drill out the bolt, or replacing the caliper if the bolt was sheared and I did not do that.  In just bought the bolts and tighten them.
2. Every driving habit, make and model are different, so the failing within a short time may or may not be right all the time. 
3. The caliper may have been backed out and no one notice until it scraped the rim.  The rim is the only thing that prevent the caliper from falling off completely.

I will have to inspect all the works from your shop in the future, why would I want to do that since I spend time and money on it.  I've lost all confidence in your shop.

Sincerely,

**** ******

7/23/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I went into Mike Smith Dodge to cancel an extended warranty I had purchased on a vehicle. After trading in the vehicle at another dealership I went to have it canceled at then end of May. It has been six weeks so I called the warranty company to see where the refund was. Well here is July 9th and they still haven't the warranty. My repeated phone calls go unanswered and my repeated messages asking for a phone call are never returned by their business office. According to the warranty company I am owed a refund of just over $1900 yet I can't get it because these people refuse to do their part on their end.

Desired Settlement: I just want the refund I'm owed for canceling the warranty but they won't file the paperwork.

Business Response: We were needing some additional information from the customer. We have since recieved and are in the process of taking care of this. Thanks.

5/19/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: purchased vehicle 12/12/2013. Salesperson wrote wrong address, never recieved title or promised manual to vehicle. called several times to no avail. when I purchased the vehicle, it is written on my contract to receive a manual to car I paid $18,123 for. Did not know wrong address was used for me so therefore I called to see what my title was taking so long for me to get. Was told they had my correct street and number, but listed Beaumont instead of my city Vidor. They promised it was changed and I would receive both. Waited more , called my salesperson, she said she called austin and they had my correct address, I called austin, they also had my wrong address and told me I would have to buy a copy. My salesperson is ********* and the manager I spoke to the first time I called changed my address he said and I would receive my care manual, and also told me , darn I paid $70 for that manual and its lost, but assured me he would send another one, that was a month ago. He was a manager from Houston Helping out the Beaumont office, I believe his name is *******. I need a manual as was in my contract, and I will not pay for a new title, they are at fault. thank you I will be waiting for your response

Desired Settlement: I have gone through so much trouble and stress I would at least request a free oil change. thank you

Business Response: Initial Business Response /* (1000, 5, 2014/03/03) */ Contact Name and Title: ***** ***** Sales Directo Contact Phone: XX-XXX-XXXX Contact Email: ******@mikesmithdirect.com I have placed a call to ***** ******** and got sent directly to voice mail. I will order a manual and set up a oil change for her. The sales manager she dealt with previously is no longer employed with Mike Smith. I gave her my direct line for contact purposes.

5/13/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I bought a 2013 Nissan Rogue at the beginning of September 2013. After a price was agreed upon with the salesman I was turned over to a sales manager. Who then proceeded to try and upsale me additional products that I declined. One product called "Dent Guard" was under a "special" promotional offer and the sales manager pushed this aggressively. I said no repeatedly to this and the other offers. I declined the Dent Guard at least three times and still he persisted. He explained that the dealership that signed up the most people got some sort of bonus for this promotion. I declined again. The sales manager thin finished filling out the forms and when handing them to me stated " I have gone ahead and signed you up for the Dent Guard but I have also filled out a cancellation form that all you need to do is return to me Oct. 1 and we will refund the amount to your account. I informed him that I was not happy with this but finally gave up arguing with him. I did tell him that I would be paying the car off at the first payment and asked how this would affect the refund. He stated " no problems they will process this right away and even if it is not reflected on the bill a refund will be issued to you within a month to 6 weeks. I returned the cancellation form on Oct 1 2013 as directed and when turning it in to the current sales manager found out the one we had dealt with had been fired. I was assured by this new sales manager that the refund would be processed "No Problem". By March of 2014 I still had received no refund after having paid the Whole amount to Nisson Corp. I called Nisson Corp and was told that the dealer has to send the cancellation and an refund is then issued. They told me no cancellation was ever sent. I contacted the dealer and spoke to a ********* ******* XXX) XXX-XXXX. She had me fill out another cancellation form and resend it and confirmed receiving it and assured me I would receive my refund. I emailed her two weeks ago still no refund or response. Product_Or_Service: Dent Guard Account_Number: XXXXXXXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund I would like to receive my refund immediately the amount is 335.00 plus interest.

Business Response: Initial Business Response /* (1000, 5, 2014/05/07) */ Hi there! I have emailed ****** **** myself b/c he has not answered his phone. im not sure if we have a good number on file. My name is ****** and i have reveiwed his filed trying to find out why this hasnt been done. the first check was voided to get the new amount done but was never made. ********* was told this was done and didnt know other wide. i went to corporate with this and gave them all the backup ********* had and they got this check cut for Mr. **** for the full amount $334.89. We have new management at this dealership and we are doing our best to get everything in order so my apologises for the delay in this being done! feel free to call me for any other concerns. XXX-XXX-XXXX i sent an email asking Mr. **** to confirm the address so i can mail the check to him or he can call and pick it up from me. thanks for understanding! Initial Consumer Rebuttal /* (3000, 7, 2014/05/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) This has been going on for over 7 months and I have heard many different "stories" from various employees of Mike Smith. I will accept nothing they say until I have the correct check in hand to cash immediately. Once that is the case I will drop the complaint. If I do not receive the check by Monday May 12th I would be agreeable with arbitration if this latest "story" turns out to be false like the previous. I still am wondering what they would like me to do with the ******* 800.00 check they sent me incorrectly. Also I have never received a check for any amount made out to me. ********* doesn't seem to ever follow up on anything despite being sent a dozen or more emails( I have a whole file of all the correspondence I sent and the haphazard responses) requesting information and etas. Final Business Response /* (4000, 9, 2014/05/12) */ The check was mailed out last week and i personally emailed Mr. **** to let him know it would be mailed then! it should have been received in the mail before today the 12th please let me know if this hasnt been received!! Also we are unaware of the wallace check that was sent to Mr. **** if you could return to sender that would be appriecated so that we can handle that as well! Mrs. ********* was simply going off of what she was told and was never informed that the check was not mailed even the wrong amount ones. she had the check numbers that she was given but again nothing else. everything does come out of our houston offices Corporate seemed to have made the check out twice but voided them b/c of the wrong amounts. they were needing more back up to show why he was being paid wrong. there seemed to be alot of people involved that couldnt get this done on a timely manner and for that im truly sorry!! we are working very hard to make sure these mistakes never happen again!! thank you again for your patience. BBB Update: Received from consumer 5/12/2014 Please close this complaint. I have finally received my refund check.

2/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: unauthorized and unwarranted access to my credit report January 16, 2014 ****** ****** Finance Manager Mike Smith Nissan RE: Credit denial letter (?????) Please provide a reason for this credit denial letter: 1) No credit applied for 2) Paid cash for my transaction 3) Adversely affects my credit report I am deeply concerned because your company involved my credit report and rating without need, consent or authorization from me.

Desired Settlement: This company does not respond to repeated phone, fax and email requests regarding their highly questionable and pobably illegal credit report misuse.

Business Response: Initial Business Response /* (1000, 5, 2014/01/29) */ Contact Name and Title: ***** ****** General Manager Contact Phone: XXX-XXX-XXXX Contact Email: *******@mikesmithdirect.com We do have a signed credit application from Mr. ******** in the deal file, which gives us permission to pull his credit. It also gives us permission to submit his credit to obtain a loan for the vehicle that is in question. I have recently taken over the Nissan store so I don't personally know the deal, but I can tell you from experience that sometimes finance departments try to save the customer money and talk to the customer about keeping the customers money working for them in thier financial institutions. Now days you can make more money off your investments because the interest rates are so low now. Please let me know if there is anything I can do for you. Final Consumer Response /* (3000, 8, 2014/01/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, no credit applied for. Paid cash. Why would this company even attempt to access my credit report when they had my check in hand? It also begs the question of why they sent me a credit denial letter? Their actions and response are entirely misleading and unsubstantiated. Final Business Response /* (4000, 10, 2014/01/31) */ Again, I have a SIGNED CREDIT APPLICATION IN THE CUSTOMERS FILE! if the customer would like to come up to the dealership and take a look at it himself he is welcome to come and take a look. thanks

1/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I am filing a complaint on Mike Smith Chrysler, Dodge, Jeep. ****, the Service Manager (409-840-2000. I received a recall on my Dodge truck in the mail and call Mike Smith on Thursday, Jan. 2 to schedule an appointment as directed in the letter stated the appointment could start as of January 6. I made the appointment for January 7 at 8:00 am. When we went in that morning to drop off the truck to be looked at, the Service Manager, **** instructed me that they had no parts for recall and had no idea about the recall, we would need to leave truck there or wait until Mike Smith service department called when parts are in. I asked **** why wasn't this told to me Thursday when I called and made the appointment. I had to take off work and my wife and I had to lose time and money on a wasted trip when nothing can be done. I am upset that I missed work. Both my wife and I think they could've handled the situation better by instructing me in the very beginning that there were not any parts ready and to wait and take my information down and call when they can take care of the recall.

Desired Settlement: The Service Manager needs to be instructed on proper education on how to handle a situation like this with a recall. If the parts are not in to not make appointments to get it fixed. He and his staff need to have a class on the education on service procedures and I want to get all my tire rods fixed so I won't have this problem again. It's not just the tire rods, I want all tire rods on all four tires fixed.

Business Response: Initial Business Response /* (1000, 6, 2014/01/10) */ Thank you for touching base with me on this situation. After I spoke with Mr. ******* I made contact with our call center director. He has implemented the training needed to ensure this doesn't happen again. The parts have been ordered for this vehicle and are still currently on back order. We will contact him when they arrive. As you know we are all human and sometime mistakes are made. We will do our best to make sure this one doesn't happen again. The issue with making appointments for this recall has been resolved as parts are not available from Chrysler. I apologize for this mistake. Mr. ******* is correct; we should have not made an appointment without parts available. The parts for Mr. ********* vehicle have been ordered and he will be notified when they are received.

12/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Will not issue refund for canceled warranties. I bought a car from Mike Smith Nissan in January 2013. 3 months later I found out they had not paid off my trade in and had sold it without out the title. Someone else had this car for 3 months while it was still registered in my name. In September 2013, I trade in the vehicle I bought from them and I've been in their office 3 times to cancel the extended warranty and gap insurance and I still have not received my refund. Nor will anyone from there return my phone calls. I was promised on Friday 12/13/13 by ********* ******* that a refund check would be overnighted to me and I still haven't received anything. I've called numerous times and left numerous messages for her as well as the general manager and the vice president at the corperate office. Still no one has returned my call!!!!

Desired Settlement: The refund for my canceled gap insurance and extended warranty.

Business Response: Initial Business Response /* (1000, 5, 2013/12/18) */ Mrs. ****** traded in her vehicle that she purchased here at a different dealership (Gap & warranty). As a procedure with ancillary companies the customer is required to show proof that the vehicle has been traded, sold or is a total loss. Mrs ****** came into the dealership to request that these items be cancelled and she was directed to fill out the appropriate forms in order to receive the refund. Mrs ****** inquired several times regarding the refund. We informed her each time she would need the documentation. On Friday, December, 13th, 2013, Mrs ****** contacted the dealership about the refund, angry and frustrated, she again was advised that we needed the appropriate documentation and we could expedite the refund within one or two business days. She has now supplied the documents needed and a check has been cut and overnighted to her. She has been emailed the tracking # from Fed Ex, so she should receive her refund check on Dec. 19th.

11/25/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I have several concerns with the customer service that I have received on several different occasions with mike smith Chrysler Dodge. Today 10/29/13 I brought my car in for a service appointment that was made on 10/24/13, once I arrived to Dodge I was told that my appointment was only to drop off my vehicle and consult but they could not tell me when my vehicle would be ready, they said it could be Wednesday or Friday and today was Tuesday. So I said let me get this clear I call and schedule an appointment and you tell me the appointment is to just drop my vehicle off and that they already had 9 vehicles and were backed up for two days. When I asked why wasn't that explained to me when the appointment was made the girl ******** and ****** was very sharp and said they did not know and went on to take care of other customers. I went and spoke to the manager **** and explained the situation and how dissatisfied I was with their customer service and he just said he was sorry he was not sympathetic he did not care to try and help me he was very nonchalant. This is not the first time I was treated horribly at the dodge service department. On one occasion I was told well you don't have to bring your car here to be service there are other dodge services places, I told them I was aware of that but when I purchased the vehicle it's funny they didn't tell me I could purchase my vehicle at a different location they did everything to get me to purchase my vehicle there. On another occasion one of the representives name ****** hung up on several times when I called to check on my vehicle, because my vehicle was dropped off at 8 and wasn't ready at 4 when I got off and that has happened more than once. I have brought my car in several times nod it could not be diagnosed I was told nothing was wrong with it. Overall I never have received such horrible customer service from anyone. I'm disgusted with the fact doge does absolutely nothing to keep their customers satisfied. I truly feel they are prejudice.

Desired Settlement: DesiredSettlementID: Not applicable Something for inconvience. Free diagnosis . Free rental while vehicle is being repaired if more than one day . And better customer service!!!!!!!!!!!!!!!

Business Response: Initial Business Response /* (1000, 6, 2013/11/12) */ Case#XXXXXXXX We do schedule appointments in order for the customer to come in and consult with the service advisor in order to find out the issue. Our service call center is trained to inform the customer during the initial phone call of this process. We then work the vehicle into the shop in order to do the diagnosis and get an idea of how long the repair will take. This diagnosis is free in most cases. I certainly apologize to ****** if that was not the case and do want to emphasize that we do value her business. We offer a shuttle service and have a working relationship with a rental company when a customer's extended warranty approves a rental car. We will continue to train our people up in order to provide exceptional service. ***** ***** General Manager Mike Smith AutoGroup XXX-XXX-XXXX direct

11/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since the time of purchase I have had numerous problems occur and I have paid out a lot of money for these repairs. I had purchased a 2yr warranty when I purchased the vehicle and Mike Smith said these repairs were not covered but I found out to late that the warranty I had (Fidelity) said they should have been covered. Please see enclosed 4 page hand written complaint for details.

Desired Settlement: Anything I can receive from their wrong policy, as money wise will help me very much.

Business Response: Initial Business Response /* (1000, 8, 2013/10/28) */ In the case of #90071505 ******* ***********, the vehicle she purchased had 116,000 miles on it. Mike Smith Nissan completes a safety inspection and mechanical inspection on every vehicle prior to it being put up for sale on our lot. The customer is also advised of this when purchasing the vehicle with this type of mileage that the buyer should be aware that the vehicle may or may not be sold with a limited manufacturer's warranty and is explicit regarding the Dealer responsibilities regarding the warranty. On any High mileage vehicle the customer is also advised to purchase a warranty to cover the possibilities of any out of pocket expenses regarding mechanical, electrical, or covered component malfunctions. Normally the customer is limited to a power train warranty with the amount of miles that ******* Adascalitel purchased. However she was able to obtain the Silver Coverage thru Fidelity that includes the power train as well. She would have been given a breakdown of the coverage prior to purchasing, in order to better inform her what would be covered and what may not be covered. Mike Smith Chrysler , Jeep ,Dodge has a professional Service Department that would have been able to negotiate the possibility of covering some of the parts on the vehicle as they do on every customer that has warranty work done. We are positive that ******** Adascalitel received the same professionalism that all customers receive and if the part would have been covered, she would not have been Charged. It is un fortunate that she is having issues with the vehicle, however she is not the only customer that purchases a high mileage vehicle and has expenses that occur to mechanical failure. There is an inherent awareness that the customer should consider when purchasing a vehicle with high miles. Mike Smith Nissan offers all customers the option to pick and choose the car of their choice. Every customer is important and we appreciate any business from anyone and try to serve them during their ownership. JAMES S. ******* GENERAL MANAGER MIKE SMITH NISSAN VW OF BEAUMONT OFFICE XXX-XXX-XXXX Final Consumer Response /* (3000, 10, 2013/11/01) */ I want Mike Smith to repair my oil leak and power steering leak. Final Business Response /* (4000, 12, 2013/11/01) */ In the matter of ******* *********** , after investigation she has received $750 from Fidelity Warranty co. (XX-XX-XX). The last time this vehicle was in our shop was 04/12/2011. She has owned the vehicle for over two years and all she has had to replace was a battery at her expense. We owe this customer nothing and have gone over and beyond to help her. We will not give any more parts or labor on this vehicle. JAMES S. ******* GENERAL MANAGER MIKE SMITH NISSAN VW OF BEAUMONT OFFICE XXX-XXX-XXXX

10/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: FAILURE TO ADVICE US THAT THEY DID NOT TAKE BACK ELECTRIC PARTS OR HAVE SIGNS UP POSTING THAT FACT. WAS HANDED RECEIPT FOLDED SO I DID NOT SEE AT ALL. MY HUSBAND CALLED THE PARTS DEPARTMENT FOR A CONTROLLER FOR THE WINDOWS TO MIKE SMITH PARTS HE WAS NOT TOLD AT ANY TIME THEY DID NOT TAKE IT BACK IF IT DID NOT WORK. WE PAID $147.22 AFTER TAXES WHEN CAME TO PICK UP THE PART THE MAN AT THE COUNTER NEVER TOLD ME THEY DID NOT TAKE BACK ELECTRONIC PARTS I PAID FOR IT WITH MY CREDIT CARD. HE STAPLED THE TICKET TO THE RECEIPT FOLDED IT IN HALF AND HANDED IT TO ME. NEVER ONCE TELLING ME THEY DID NOT TAKE BACK ELECTRONIC PARTS. THERE WAS NOT ANY POSTED SIGNS TO THAT EFFECT EITHER. I TOOK IT OUTSIDE PLUGED IT INTO THE DRIVERS DOOR IT DID NOT WORK SO I TOOK IT BACK INSIDE THAT WAS SO RUDLY INFORMED THAT THEY DID NOT TAKE THEM BACK. AT THAT TIME I WAS SHOWN WHERE IT WAS ON THE RECEIPT. I ALSO SPOKE WITH THE PARTS MANAGER HE WAS JUST AS RUDE. I THINK THEY NEED TO HAVE SIGNS MADE AND ALSO MAKE IT COMPANY POLICY TO TELL THOSE THAT CALL ABOUT ELETRONIC PARTS YOU CAN NOT RETURN THEM. ALTHOUGH I WILL NEVER DO BUSINESS AGAIN WITH ANY MIKE SMITH WE WERE IN THE MARKET FOR A HONDA PILOT.

Desired Settlement: IF YOU REFUSE A REFUND, THE SIGNS UP AND PHONE PARODICAL CHANGED.

Business Response: Initial Business Response /* (1000, 5, 2013/10/14) */ Contact Name and Title: **** ***** Parts Manager Contact Phone: XXX-XXX-XXXX Contact Email: ******@mikesmithdirect.com Im sorry that Ms. ****** had a bad experience here, and that i came across rude. In response to her issue, there is a sign that says no returns on electrical items on our parts counter, and its on her invoice. I also explained why we have that policy. She was upset when i spoke with her and my staff and i were never rude to her in any way. The reason for the policy is because we cant re-sell opened, and used electrical parts to our customers.

10/17/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I required Mike Smith Collision Center to repair my Volkswagen TDI Golf after an accident in May 13th. I had to be checking every week and I would always get a different excuse: Waiting for the insurance to approve, on me to authorize repairs and I didn't even knew, additional damage found and everything started again: insurance to approve waiting on parts. Long story short I got my car back after 80 days, and as soon as I saw the car I saw the hood had not been properly installed there was a clip missing on the hood inner cover and a scratch on the back door. They told me to keep the car and bring it back next week, on the weekend I realize a button on the steering wheel was broken. The following week when I turned the car in to get the hood and the scratch repaired I told them about the button and their immediate response was "We could not have done that" I am no expert; but I believe the button broke when the air bag deployed so I told the Manager what I thought to a guy named *** and he said he needed to submit additional damage to the insurance company. So they kept my car. When I went to pick up the car the manager this guy *** hand me my key and I asked him how could it be that such a hood misalignment could have gone unnoticed? to which he responded, very relaxed and not giving it much importance: "A lack of attention to details" I was shocked! I inspected the car and found another scratch I pointed at it and look at ***, he just pretended not to see it. I left and had to bring the car back for the insurance company to see the broken button and I told *** about the new scratch: he said they couldn't have possibly done the scratch and that he was not going to properly fix it but he was going to have it touched up. After a month I had to call to ask if the part was there I reminded the scratch to *** and he said he was not going to fix it. I don't remember the exact words but he made me feel like a thief and a liar. I feel so aggravated there is no way I can be compensated. Worst service.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I can not be compensated but I have to report this type of abuse. I know other people will get the same or similar treat from this person and the only thing I can do to try to prevent it is file this complaint. Note from BBB: Please provide a business reply addressing the complaint issues. Clarification regarding when the vehicle was received and when it was released back to the consumer would be beneficial.

Business Response: Initial Business Response /* (1000, 5, 2013/09/28) */ Contact Name and Title: *** ****** Contact Phone: XXX-XXX-XXXX Contact Email: ********@mikesmithdirect.com Mr ***** VW Golf did take longer to repair than exspected. There were parts and insurance delays. At completion Mr ***** was not happy about the time it took for the repair and asked if I would help with his deductible. We gave him a 300.00 dollar credit to help. When he picked it up he wanted us to make the hood gaps better. Then he said we dented the fender, scrated the rear gate. I did not belive we did the damage. No problem we will fix. After putting him in a rent car and fixing the problem he came to pick up his car. He then finds a small crack in his radio button and said we did that and scrated the rear bumper. I can't keep repairing new problems each time he looks at he car. I agreed to help with the insurance to see if they will help with the radio ****. They did. I made four trys to contact Mr *****. I got his work # and was told he was working in Houston. I did get a call from Mr ***** after about 4 weeks. We did install. I belive we went above and beond to try to make a customer happy. At some point you can not keep spending money on a person that will never be happy. We spent over a 1000.00 dollars trying. Thanks *** ****** Final Consumer Response /* (3000, 7, 2013/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not an irrational person. After a wait of almost three months the car should have been completely ready for me not to have anything to complaint about, I am not an expert on auto repair but I can see when something has not been done right, I felt really aggravated when I found that after the long wait there was a clip missing in the hood the hood was misaligned and now I had to waste time bringing the car back for adjustment. Then to make me feel even worst when I asked how something like this could happen The Manager Mr. ****** just responds because of a lack of attention to details. What this means is that either the people doing the repairs is not qualified or they have no supervision. What was done to my car was a lot of work so me finding these means there are more details that were not done right and I could not find I don't know how else or what words to use to make Mr. ****** understand that they have a problem in their shop. Last Monday 23th I found the fog lamps are not hooked right only one is turning on and I did not do anything to them nor I would ever let Mr. ****** lay a hand on my car again. What I want is Mr. ****** to recognize they have a problem and stop treating customers like thieves and liars. I would hate myself if someone else goes thru the same I went thru and I did nothing to prevent that. Final Business Response /* (4000, 9, 2013/10/04) */ In response to Mr ***** problem we at Mike Smith are willing to repair the scratch in his rear bumper. Please call if this will help.409-212-2024 *** ******

10/16/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: I am unsatisfied with the purchase of the use car. I was originally told the car he was running was to see how much I would get approved for. After ***** ****** ran the car he said I was approved. I told him I had to go to work and would return the next day. He insisted along with the finance lady that I take the car with me, I really didn't want too but I thought ok The next day they had all the papers ready I told her I wanted another car she said I was approved for that one. I was really pressed for time and said okay. The very next day I brought the car back and the sales manager was very rude and told me he had already been funded for the car. I then called the finance company and they said they were not showing me with an account. The finance manager said yes you have an account, they just don't know it yet. He was very rude. I then talked to the supervisor over him and he wanted to help but once he talked to the other guy he came out and said I was stuck and offered window tint and spraying the upholstery of the car. Since then I am still unsatisfied. I feel as if I was treated poorly. I traded in my car and put 1900 down and should be happy with my vehicle of choice.

Desired Settlement: I would like a vehicle in the same price range but to have a choice and something I'm happy with and time to explore my options not be pushed and lied to. I have six years to pay it off and I want it to be a happy six years, not something I'm unhappy with. My credit is sensitive but that doesn't give them the right to treat credit sensitive people any kind of way. My money and trade in were used and I am very upset about the whole situation

Business Response: Initial Business Response /* (1000, 5, 2013/09/09) */ Unfortunately when certain credit issues arrive the lenders dictate to the dealer the paramters of a deal in order to obtain financing. In this particular case the 2013 Nissan Altima was the best availabe choice. A like new vehicle with plenty of factory warranty remaining. The customer new what she was purchasing and was happy at the time of delivery. If she would prefer to pick out another vehicle, we will be more than happy to submit the loan and let the lenders tell us what they would require to finance it. Final Consumer Response /* (3000, 7, 2013/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not if I would have to put another down payment I tried to get anothwr vehicle the next day and they refused . I asked them to trade and said I would need another down payment I feel they should unwind the deal and use my same down payment my trade is gone I understand that but id obt wanna lose my money I put into this deal and start over. Especially when I tried to do this the next day before everything was submitted Final Business Response /* (4000, 14, 2013/10/16) */ My previous response still remains the same and I am sorry she is rejecting it. Once again we as an organization do not require cash down payments on vehicle purchases. That is between the lending company and the consumer. I have offered the customer full value of what she paid for the vehicle if she so decided to trade her vehicle in for another. I can't be any fairer than that. ***** ***** General Manager Mike Smith AutoGroup XXX-XXX-XXXX direct

7/29/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Bought Dodge Journey SE, paid SE price and vehicle did not have the SE accessories. Manager refuses to put extras on vehicle. purchased Dodge Journey SE. last 8 of VIN DTXXXXXX. VIN shows vehicle to be SE model. Was told by sales rep, *****, that vehicle was an SE model. According to Dodge.com, the SE model has everything on the AVP model plus tented windows, roof rail, and LED tail lights. Called dealership and asked why the vehicle did have the extras. Manager of Mike Smith, *****, said we bought the AVP... I explained that we bought the SE and the VIN even shows we bought the SE model, we paid the SE price. He argued back and said we bought the SE with the AVP and it did not come with the extras, that the web site was wrong and he wouldn't do anything without hearing from Dodge. I called Dodge Corporate office and they are investigating the situation. Dodge Corp said that I am in the right, and they are trying to get ahold of Mike Smith to find out more on the matter. Also, Mike Smith has multiple Dodge Journeys on the lot on their website stating they are SE models but do not have the extras. All I am asking for is the side roof rails, tented windows and LED tail lights that should have been on the vehicle. I am paying for them already because the SE model is $3,000 more than the AVP model.

Desired Settlement: I am requesting that they put the side roof rails on the vehicle, tent the windows, and place the LED tail lights on the vehicle. OR pay the difference of $3000 to the finance company whom the vehicle was financed through. I believed that is the honest thing to do, sense the only difference between the AVP and the SE are those three things and it costs $3000 more for them.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/17) */ There are many different package contents available on vehicles.The vehicle ***** ****** purchased was a 2013 Dodge Jouney SE with the 22D package and the MRRP of thar vehicle was $21,240. If she would have purchased a 2013 Dodge Journey SE with a 22F package( it includes the sunscreen glass, black roof rails, and LED tail lamps) and the MSRP of the unit would have been $23,240.She was charged the correct amount for the unit she picked out.

4/1/2013 Problems with Product/Service
2/27/2013 Problems with Product/Service
2/25/2013 Advertising/Sales Issues
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1/24/2013 Advertising/Sales Issues
12/31/2012 Problems with Product/Service
12/10/2012 Problems with Product/Service
12/5/2012 Advertising/Sales Issues
11/12/2012 Problems with Product/Service
10/24/2012 Advertising/Sales Issues
10/10/2012 Problems with Product/Service
8/20/2012 Advertising/Sales Issues
6/11/2012 Problems with Product/Service
6/4/2012 Advertising/Sales Issues
5/28/2012 Guarantee/Warranty Issues