Complaints

This profile includes complaints for Smart Auto, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Smart Auto, Inc.

  8413 Kingston Pike Knoxville, TN 37919-5352

  
• 

  Smart Auto, Inc.

  3001 Bristol Hwy Johnson City, TN 37601-1511

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2020 Kia soul in late October early November 2024. Within one week of purchase the check engine light came on and the car started to die while driving and restart itself. Took the car to the shop and they stated it would have to be a scheduled fix due to code being complicated. In December they replaced the thermostat but the car would still randomly die and restart while driving. In Feb 2025 the car overheated and left me stranded in another state and AAA had to tow my car to the shop. At this time they replaced a radiator hose with out of pocket expense even tho the car was still under “warranty”. In march I paid to replace the battery at $280 and the car finally quit dying and restarting itself. Yesterday 4/17/25 once again the car has overheated and had to be towed to the shop! I am a travel nurse and can not keep missing work because this pos car can’t stay running longer than 3 weeks at a time! I contacted the company and they won’t take the car back on trade until the loan is down to 4500 and well it is not even if I pay it off today the amount is 16k because they have you pay the interest the first 17 months and not the actual note. So now I am stuck with a crap car that won’t run and no way to trade it or sell it and no money down for another one. The only acceptable outcome at this point is either a new car and I’m not sure I’d want one from them or a refund of what’s been paid thus far in payments and down payment so I can obtain a new car from a reputable dealership!

  

  Business Response

  Date: 06/20/2025

  ****** *********** has been in 4 times according to Service
  Manager, first time customer came in without an appointment complaining a light
  was on, they scanned code and set appointment.  Her first
  repair12/06/2024, vehicle was assessed, the thermostat was replaced (under
  warranty), customer stated vehicle will turn off while driving, tech could not
  duplicate the problem.  Tech checked the vehicle and confirmed everything
  was working properly before customer left (purchase mileage 144,169 vehicle
  mileage at time of repair 151,457).  Next repair date was 3/4/2025
  customer complained of overheating, tech found coolant leak coming from upper
  radiator replaced radiator hose and found no other leaks, vehicle was working
  properly when customer left ( purchase mileage 144,169 vehicle mileage at time
  of repair 161,411).  Vehicle was towed in 4/18/25, customer stated vehicle
  is overheating a repair ticket was opened.  Customer gave the vehicle back to the lender shortly after the repair ticket was opened.  
  
  Customer complaint regarding her warranty-- per our
  contract regular maintenance items such as batteries and hoses are not covered
  repairs.  Also, the customer warranty on the vehicle is 24 months or 24,000
  miles, whichever happens first. Within 6 months of purchase customer has exceeded the 24,000 miles
  warranty;  purchase mileage 144,169 current mileage 169,675 for a total
  mileage in 6 months of 25,506 miles as of 4/18/25 when vehicle was towed in.
  

  Customer Answer

  Date: 06/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: vehicle was regular maintenance mf at 3000 miles, every 3000 miles. And under no circumstance should someone have to have a car towed in 2x or be taken in the next week after purchase! Travel nurses travel so yes the miles were adding up but with regular maintenance that is not an issue and that shouldn’t have been any exception! I tried to call multiple times to see what was wrong with the vehicle before turning it back over and all I was told was we will get to it and give you a call, that went on for a week. I will say that the finance company itself did completely forgive the entire debt related to the car
  
  
  
  Sincerely,
  
  
  ****** ***********

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I first put a down payment on a 2016 Kia optima in November 2024. within 2 days it completely broke down. I returned it.Then I got a 2017 Hyundai Elantra, within the 5 months I've had it, it has been one problem after another, first it overheated and I had to miss a week of work while the thermostat was replaced by them with their in house "mechanic", after that it it was ok for a couple of weeks, then it started overheating again. It once again got towed to their shop and this time the mechanic said their was a coolant leak in the radiator line, I missed another 6 days of work. I got it back again and 2 days later it was still overheating. I finally lost my job because of this. Smart auto held the car hostage each time and wouldn't work with me on the payment before I could get it back. Even though I stated to them that I was out of work because of the car. On top of that I still had to repay for the repairs each time So I had to borrow money from my parents. I called the manager up there. His name is Chad. We got into a heated argument over the phone and he told me that it wasn't his responsibility to get me to work, and I stated that no, it's your responsibility to sell me a reliable vehicle. He then proceeded to hang up the phone on me. He was very unprofessional and immature, and took no blame for anything. So now I still have the car. I can go about 4 to 5 miles at a time without it overheating. Just to get groceries for my children and get my wife to work a few miles away. I lost my job, my children are homeschooled and have state testing next week in Johnson City which is about 17 miles from where I live. The car won't make it that far before overheating and shutting down while I'm driving. I can't afford to have the car fixed for a third time on top of the 500 bucks I'm already paying a month plus insurance plus I don't trust their mechanic to do the right thing. I have a family of 4 and this car is our livelihood. We don't know what to do at this point.

  

  Business Response

  Date: 05/22/2025

  Company states that they are still trying to repair vehicle. 

• Initial Complaint

  Date:03/07/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a letter showing adverse action by this business, and I have NEVER willfully applied for credit using this business. How is it that I can be sent a letter denying me "based on federal law" when I have never submitted an application with your company? The managers own curiosity about my credit must be the culprit, after I expressed my disinterest in moving forward in the credit application process. If I never started an application to begin with, then I should not have any "adverse action" whatsoever.

  

  Business Response

  Date: 03/07/2025

  On February 6, 2025, Ms. *** applied for financing on a vehicle loan with Smart Auto.  She digitally signed the authorization allows us to pull credit.  *** E-Sign ******** *** authorized a hard credit pull from IP address ***********
  (quick credit form)***   The credit was pulled to see if we could get her approved and we were not able to do so.  In accordance with Federal Law, we are required to provide an Adverse Action letter.

   

• Initial Complaint

  Date:03/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife ***** *****, has had this car for not even a year.
  
  The car has had multiple issues since she’s bought it even when it came off the lot the back up camera wasn’t working.
  But since owning this car, it has had major electrical and engine problems. We haven’t even owned a year. It’s still under warranty.
  
  The radiator is leaking, the washer fluid isn’t working at all. The motor doesn’t turn on for it. The AC doesn’t work at all. Itwas like that when she bought it, she said. The brakes are so worn down that when you step on it it can barely stop now and it’s again not even had it for a year.
  
  It has been to the service center four times. We are tired of bringing this thing back and forth all the time.
  
  One major thing this car is having a problem with is it is letting in the catalytic converter fumes when the car is idling.
  It is causing major headaches for my wife and I and it is very dangerous for our infant and son. I don’t think any car should be doing that when it’s idling or at a slow speed.
  
  They definitely sold us a lemon. We want a new car right now. We are not bringing this car back-and-forth anymore. It’s under warranty is having major mechanical issues.
  They knew it was like this every time we bring it back they try and type something or parts are back ordered and they can’t fix it.
  
  What kind of a dealership sells a car does defective and when it idle it brings in fumes I seriously I’m going to file a lawsuit. It is very dangerous. Driving this car.
  
  One night when the heat wasn’t working my wife got pulled over because the back tail light was out then when we got that replaced the other one went out.
  
  We want a resolution we want the service manager to deal with this. This car is not good. We have maintained it very well. Doing the oil changes. I even changed the cabin, air filter and the engine air filter.
  
  They can do their part or we’re gonna bring them to court.

  

  Business Response

  Date: 03/04/2025

  We have
  reviewed the complaint and our records.  The
  vehicle has been in our service shop two times since purchase.  The first visit was on 11/27/24 for a radiator
  leak, inop blower motor, remove start issue, taillight bulb failure and alignment.   During
  this visit, the thermostat was replaced, valve cover replaced, intake manifold
  replaced, rear brakes replaced, taillight bulbs replaced, blower motor replaced, and turbo and
  feed/return lines replaced.  The entire
  bill was covered by the dealership.  The second
  visit was on 1/29/25 for an AC issue, check engine light review, front brake
  review, and taillight bulb review.  The
  AC was recharged, the check engine light was on due to a positive crank case ventilation
  hose which was repaired at the time and the customer was advised it will need
  to replaced.  The customer was given a
  quote for brakes and rotors and the repair was declined.  Tech replaced the failed brake light bulbs.  The entire bill was covered by the
  dealership.
  
  We have
  not heard from this customer since January 2025.  If the customer is having issues with the vehicle,
  he or she needs to call the service department at 423-434-0800 and make an appointment.  Smart Auto is the company that can fix the vehicle,
  not the BBB.
  

  We
  consider this matter closed.
  
  Thank
  you.
  
  

  
  

• Initial Complaint

  Date:11/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 6th 2024. Vehicle wasnt recorded as ready but was changed by ***** so he could lease it to me assuring if any issue return within 72 hours. Returned less then 24 hours later on November 7th with issues with vehicle. Asked if I seen something else and I replied no not that I could afford. The entire conversation changed. I was talked to like I was a joke, when voicing my concerns they were instantly shot down to be relevant. Even was told I couldn't find my dream car with my thought process nor did they have a crystal ball for my future, to get real. After offended I asked to cancel the contract and was told the car did need a new transmission. With nothing I could afford available was told to leave and IF something came in within the 72hour period I could afford they'd give me a call back. Papers brought for the cancellation of contract says due to falsifying my employment with is also untrue! They've kept my $2,000 down payment that was charged on November 7th instead of on the 6th and have no reliable vehicle for my son and I either.

  

  Business Response

  Date: 01/23/2025

  Ms. ******** came to Smart Auto on 11/6/2024 to purchase a vehicle.   She purchased and financed a 2016 Hyundai Sonata.  We do not lease vehicles at Smart Auto.  Ms. ******** was very much aware this was a purchase and finance for the car.  The next day, she returned stating issues with the vehicle.  Our salesperson tried to work with her to get her into another vehicle or get the car into the service department the next day to address her issues.  Our policy is a 72-hour exchange period, not a return and refund period.  This was explained to during the sales process and on 11/7/24.  I witnessed the entire conversation between Ms. ******** and the salesperson.  He did everything he could to get her into another vehicle, but nothing seemed to satisfy Ms. ********.  The salesperson kept telling her we can make another vehicle work for her. She refused.  She claims in her complaint that there was nothing she could afford.  This is not true.    We sold the same car again a few days later and the car has never returned for any transmission issues or other issues.   The contract cancellation did have an error about the reason.  We do apologize for that.  

  Ms. ******** states "...down payment that was changed on November 7th instead of the 6th.."   Smart Auto has zero control on how her bank recorded the transaction date.  The transaction was on 11/6/24, not on 11/7/24.  If Ms. ******** has an issue with the date of the transaction, she needs to call her bank. 

  Smart Auto did everything within our polices to help Ms. ********.  

  We consider this matter closed. 

  Customer Answer

  Date: 01/23/2025

  
  
  Complaint: 22531620
  
  
  
  I am rejecting this response because: there are lemon laws in the state of Tennessee and spoke with lawyers to confirm such law exists. The evening of 11/06/24 there were only a handful of vehicles available. Vehicles faced one way being options. The vehicle Hyaundai I test drove wasn't even cleared to be sale ready at the time. The company had the car on the lot with a few others not yet ready, facing opposite direction of ones ready for sale. The salesman allowed me test drive despite the status listed in their system. Commenting as he changed the status to available in the system "I'm the sales manager so I am able to sometimes get around certain things like this here" telling me it was just returned and serviced and he didn't recall any reported issues from the shop guys any on that day. I had two men who came with me on 11/6/24 who sat inside during the entire process as well. The security footage from 11/6 should also show the entire lot and also direction for which it was parked (ready/not ready). When returning from test driving I took the key stating I didn't feel comfortable after driving. To which I was told about warranty options and the 72 hour period of bringing back if I had issues and felt it wasn't a right fit for me. Returned within 14 hours due to popping noise when acceleration applied and the front end wanting to pull to the right when at 50-55mph. Upon arriving and telling of my issues with it, it was instantly took down to their service department to be tested. The salesman was rude and disrespectful to me that moment forward. I've never in 31 years been spoke to so degrading to my knowledge as I was spoke to that day by him, to only been right about the vehicle having problems with it after all. 

  Only two vehicles were in the lot the day of my return that were not within my budget whatsoever. I refused those due to the overall payoff price and the payments being 100s higher then I could or would be able to manage. Had I agreed to those, I would soon following been without a vehicle and possibly more of my money in their pocket with, leaving my family empty handed just the very same as I am now after all of this. 

  The Lemon Laws do exist and should be looked over by the sales department managers again before it's a continuous issue for other buyers.

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

• Initial Complaint

  Date:08/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the car and brakes were bad I took it back they said they fixed the brakes two days later brakes were still bad took car back they refused to fix the brakes even though the 24000 mile warranty was still in effect

  

  Business Response

  Date: 08/30/2024

  Vehicle was purchased on 6/21/24.  During
  the reconditioning process, front brakes were replaced.   On 7/24/24,
  the customer brought the vehicle back for a wheel hub issue.  The wheel
  hub was fixed and front brakes and rotors were replaced again as
  goodwill.  On 8/19/24, the customer came back to our service department
  with another issue with the brakes.  We changed the rear brakes and rotors
  at no cost to the customer as goodwill.   We advised the customer
  that going forward, he will be response for replacing brakes and rotors on the
  vehicle.  Brakes and rotors are not covered under the 2 year/24,000 mile
  limited warranty.

  

  Business Response

  Date: 08/30/2024

  Vehicle was purchased on 6/21/24.  During the reconditioning process, front brakes were replaced.   On 7/24/24, the customer brought the vehicle back for a wheel hub issue.  The wheel hub was fixed and front brakes and rotors were replaced again as goodwill.  On 8/19/24, the customer came back to our service department with another issue with the brakes.  We changed the rear brakes and rotors at no cost to the customer as goodwill.   We advised the customer that going forward, he will be response for replacing brakes and rotors on the vehicle.  Brakes and rotors are not covered under the 2 year/24,000 mile limited warranty.

  
  

• Initial Complaint

  Date:08/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car from smart auto back In January 2024..my salesman ***** knew my previous car had issues with ac and he assured me everything on the 2017 Hyundai accent worked as it should and if I had any issues to let him know ..2 days after leaving with the car I decided to test the ac and found it wasn’t working ..attempted to add Freon and no avail I had it tested and was told my compressor was bad I contacted ***** by text to tell him the car ac wasn’t working and they had sold it to me knowing that to which he said okay I understand contact so and so in our service dept and I did and was told they would not fix the issue because it wasn’t covered by warranty which I stated I don’t need the warranty to cover it I need y’all to fix it because you sold it to me knowing there was this issue ..to which I was told no and hung up on ..I am paying $450 a month for a car that has made me have the most miserable summer of my life and it’s not fair that they offer no remedy knowing good and well they knew it was messed up prior to selling me the car ..I would like them to make this issue right ..who wants to buy a fairly new car and immediately have to put $100o plus into a compressor ?? Not right and they should fix this issue or work with me to make this right ..thanks

  

  Business Response

  Date: 08/30/2024

  I checked our service records and this vehicle has never been to our service department since purchase.  I also checked the We Owe document and there is nothing noted about air conditioning issues.    Ms. ********* needs to contact our service department to make an appointment to have the vehicle reviewed for her issue.  Please note that heating and air conditioning work is not covered under the 2 year/24,000 mile limited warranty.  Service can be contacted at 423-434-0800 and business hours are 8AM to 5PM Monday to Friday.  

• Initial Complaint

  Date:03/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello so I brought a car from this company back in December 2023 or either January 2024. I’ve had the car for about 3 months still no tags. Tried selling this car and couldn’t something about my registration wasn’t even in my name it was under someone who lives in Maryland. I told them I would be returning my car and that I would like half my down payment back which would have been 500. They just came and got the car without giving me any money back.

  

  Business Response

  Date: 04/17/2024

  Ms. ******** purchased the 2010 Ford Fusion on January 3, 2024.  On March 14, 2024, she called in upset over not getting a plate from the TN DMV.  We explained to her that the title has an issue, however we have a temp lien on the car and there is nothing to be upset over.  We asked her to come by and pick up another temp tag.  We explained to her more than once that the title we received from the auction became invalid because another title was issue after the title given to us by the auction.  This is common and, in most cases, happens if the selling dealer from the auction loses the first title, requests a duplicate title, and then finds the original title.  She claims the car was not registered in her name, which is false.  The car is registered in her name and we are listed as the lienholder.  This is the purpose of the temp lien.  In other conversations the same day, she claimed she was going to trade the car and then told us she was moving out of state and was going to return the car.  She voluntarily surrendered the car.   

  Ms. ******** violated certain clauses in her retail installment contract.  After the car was repossessed, she asked how much to get it back and per the retail installment contract, we accelerated the loan making the entire payment due in order for her to get the car returned to her.

  There will be no money returned to Ms. ********.

   

   

  Customer Answer

  Date: 04/17/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: When my brother called to see why they had came to get my car even though I stated I was returning it on my own will. The guy at smart auto stated to my brother “we came and got it because she said she was moving out of state” also if I said I was returning my car on my OWN doesn’t mean come and get it the next day. I was in the process of moving to South Carolina. You guys came and got my car and left me high and dry. When I tried to trade my car in every dealership said the exact same thing the registration wasn’t in my name! Just because y’all printed my name on a paper doesn’t mean the state have that information in their system which they didn’t cause it was still showing under ********* the last owner. Let’s not forget you all had to change your name to smart auto because y’all were doing funny business and had to save the reputation. I’m honestly glad you all came and got the car! Have y’all auctioned it off yet? Because my credit still shows a loan balance of 16k plus more. I never went through this with a dealership never had this problem ever. Glad I don’t have to deal with you all anymore. Y’all was never going to give me at least half of my down payment back anyways because y’all are a money hungry business. I had just got my car payment caught up and when y’all came and got it I wasn’t behind because I had just made a payment y’all are just ***** as y’all can be. Good day I will be writing a statement to the news outlet about you all my story will get heard and I will make sure things like this doesn’t happen to the next person! So I will be contacting Knoxville new company and anyone else I have to contact! 
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:08/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 6 I paid 1100 down and was promised a reliable ready to drive car with no issues. When I drove home I noticed a noise coming from the car and I called the next morning to report it. It turns out it needs a wheel bearing replaced and a whole new transmission and is not safe to drive. It has been in for service for more than a week and I’m still making my payments without a car and no answers. Every time I call I am spoken down to very rudely and won’t give me an answer to what is going on. They directed me to the financial department to make a payment instead of letting me know when I will have my car back. I don’t understand why a car that was not in any safe condition to drive off with was put up for sale and allowed me to drive off the lot with my infant boys. No one will give me a number to call as I have spent a lot of money and still don’t have a vehicle. I would like a safe reliable working car or my money back. I have missed work and very important appointments due to this issue as I got rid of my other car when I bought this one that did not work.

• Initial Complaint

  Date:01/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SmartAuto sold me a Subaru 2009 Forrestor with a warranty. The Subaru guide suggest 5-7k oil changes. Oil had been kept up with but no filter was changed. The car blew up on me while I was driving home from the SmartAuto mechanic who had just informed me I can drive it. They are doing nothing to help me. I have made every payment on time and just need a vehicle for me and my family.

  

  Business Response

  Date: 02/09/2023

  Smart Auto is in receipt of *** ******** complaint.  In his complaint, he states that "oil had been kept up with, but no filter had been changed."   Adding oil to the vehicle is not considered an oil change. Per the warranty *** ******** has with his vehicle, it states "Failure to perform oil changes per manufacturers recommendations and/or every 3000 miles will void this warranty.  *** ******** did not change the oil in his vehicle which caused the failure of his motor.  Additionally, when the vehicle was reviewed by a technician, there was no oil on the dip stick, meaning no oil in the motor.  I checked the Subaru guide, and the manufacturer recommends oil changes every 3,750 miles for a 2.5L motor.  This vehicle has a 2.5L motor.  Again, *** ******** stated the oil had been kept up with, but no filter had been changed.    Due to lack of proper maintenance, the warranty was voided.

  The cost of an engine replacement is approximately $5000.  We offered to cover half the cost with him where he pays $2500 and Smart Auto pays $2500.  He declined the offer on 1/27/23.