ComplaintsforSmart Buy Auto Sales

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ********** ****** was purchase 7 months ago for Smart Buy and immediately I notice that in 3 days on a full tank of gas I had to refill. Soon after I notice a leak and so I took the car to the ********** dealership who diagnosed the problem as a gasket head lead. The car was taken back to Smart Buy who said there was no leak and that the ********** dealership did not know what they were talking about. The ********** technician spoke to Smart Buy to explain the problem. Smart Buy did not at that point try to find out what was wrong. I had Smart Buy put dye in the engine has the ********** Technical told me to have them do and drive the vehicle for 1,000 miles. When the vehicle was brought back to Smart Buy they reported that there was a small leak in the head gasket. Smart Buy said my extended warranty did not cover that issue which was the timing cover and that I would have to come out of pocket $1,800. This was a problem before I purchased the car which was not disclosed to me. Smart Buy refused to fix the problem at no charge. This vehicle was recently purchase and was not reliable. This has caused hardship for me a single mom. I made a large downpayment of $8,500.00 on this vehicle which started having problems that I notice about 3 weeks after purchase. I would like Smart Buy to fix this issues and all the other issues listed on the attached document from the ********** dealership or return my downpayment of $8,500.00.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought the on 9/5 by 9/6 it was inoperable They took the car back to fix it and gave it back on 9/8 at 6p by 9p on 9/8 it was over heating and inoperable again

  

  Business response

  09/26/2023

  Customer received desired refund.  we believe this issue is resolved. 

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I leased a 2010 ***** ***** from this place on May 30th, 2023. It has been crazy ever since I drove off from the dealer. This car has been nothing but a huge headache because everything has been bad with it. I have taken it back to the dealer seven times in a matter 3 months. On June 7th, I had to take it because it had a leak. They had to replace the lines because the transmission was leaking oil. Had to take it back on July 14th because there was a ticking noise when they said it was because it needed oil. They never checked the oil when I got the car because it was completely dry. They also claimed it was the Engine oil pressure sensor/switch and wanted to replace it, but I declined because I wanted to confirm that the ticking noise was due to that. After that I contacted a lawyer who told me to take it to ***** to get a Diagnostic testing done which I did and paid $180 for. The ***** dealer said it was a problem with the engine and it was better for me to give it back to Smart Buy because it was in a very bad condition. Then the car started smoking white and the check engine light started flashing. I took it back again on August 9th, and as the ***** dealer said, they said they had to keep it to replace the engine which they did and I picked it up on 8/16, took it home and noticed it was leaking windshield washer fluid. The guy said they cracked the windshield washer fluid pump and had to replace it which they did while I waited. Then the check transmission light came up, car was shaken and the D on the gear shifter was flashing which was a sign that the transmission was going back. I took it back to them on the 23rd and they said they had to replace the transmission. They then called to pick it up which I did today 8/25. When I got there, they refused to let me take the car unless I paid $700 that was due because I had called the bank to let them know I was not going to pay until they had fixed the car. This has been a nightmare and I need help.

  

  Business response

  10/09/2023

  After even reading the documented complaint, it sounds a lot like we went above and beyond for her. I’d like to kindfully remind all parties that according to ** *** rules and regulations, a 2010 vehicle is considered AS IS.

  Since purchasing this AS IS vehicle, we have changed a transmission hose in June. In July, we did an oil change and an oil pressure switch. In August, we replaced an engine and stabilizer links, along with a brand new transmission. Other than a $100 deductible on her end, all of these repairs were on Smart Buy Auto’s dime. We have records of all of these completions, along with more.

  We also received a text message from Brianna in September asking what certain lights on the dash meant, and when we replied that it was Leo and we would have to take a look, we never received a response afterwards. Why is that?

  Again, it sounds like we have been more than accommodating on an AS IS vehicle.

  We would love if every vehicle in the world never had repairs and every single car ran for hundreds of thousands of miles, but unfortunately this is not reality.

  If her final argument/dispute/complaint is that she cannot afford her car payment and necessary repairs when needed, I’m afraid that there is nothing we can really do in regards to that.

  Customer response

  10/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  First of all, I understand the car was bought as is and also understand the possible complications of buying a used car it is ridiculous that the transmission and engine had to be replaced 2 months after buying the car. In my families experience with buying used cars, we’ve never had this many issues. 
  It’s too soon to have all these complications with a newly purchased car. I had to bring the car 2 days after getting it because of an oil leak. I also met multiple people when I took my car there to get fixed who had the same issues with cars they bought from Smart Buy Auto. I never said I was not able to pay for the car, I stopped making the payments because it was back in their shop too many times. I reached out to their bank also and they didn’t even want to hear me out. 
  And the reason why I never responded to the last text was because I’m sick and tired of having to take the car all the time to them, then getting it back so something else stops working. I have a job and school that I need the car for and it being in the shop all the time is ridiculous because I’m just left stranded. I’ll take this to the Connecticut attorney general because my mom had a similar issue with a car and they were able to get her a refund. If everything fails, I will definitely be getting a lawyer. 
  Sincerely,
  
  ******* *********

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I found a car that fit my price range, associate told me there was a crack in the bumper and the new one was being ordered and it would be there in a week. Fast forward 3 1/2 weeks later I was able to get my car long behold there was a laundry list of issues, including check engine light, faulty battery, no brake lights, no Blindspot sensors, faulty ********* and seat memory sensors, frozen navigation, and the AC turned on whenever It wants to. In less than a MONTH of having the car I’ve brought it in for service 3 times, all 3 times the check engine light has been on, they keep turning it off and say bring it back if it comes on instead of fixing the problem. I have yet to drive the car that I signed paperwork and paid money for I would like my car COMPLETELY fixed or money returned ASAP.

  

  Business response

  11/09/2023

   We did a full inspection of vehicle before contracting with Mr. ********.  He did have some issues arise after taking delivery of the vehicle.  We have fixed all of the items and Mr. ******** has been driving the vehicle.  There are no pending issues with the vehicle.  Thank you.

  Best,

  Brendan

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my vehicle on April 25, 2023. When I looked at the car I loved it however I told the employees that the valve cover gasket was leaking and I wanted it fixed before I was willing to pay the amount of money they were asking for it. They insisted that the motor was wet from being cleaned. Then told me if you notice it is leaking you have a warranty. It was sold to me with a 1 year 12,000 mile powertrain warranty. So I know that is not covered and even if it was there is a 100$ deductible and I can fix that cheaper myself. Two days after I got the car I noticed a buck/hesitation/skip. When I finally got the car in to be looked at they continuously gave me the run around and never called to keep me updated like they said they would. The last thing they said was it was the PCM (POWERTRAIN control module) the computer that controls the transmission. And after having my VERY expensive FINANCED car there for a week they told me there was nothing they can do for me even though I have a powertrain warranty and the part needed literally has the word powertrain in it. I have a very high finance payment and insurance payment for this car and I just cant see paying this kind of money for something that is not functioning properly. I paid a down payment of $3,500 on the day of 4/25 and have made 5 payments on time in the amount of $125.57 since. Totaling $627.85. I am financing the vehicle through ******** ********* Resources. It is a 4 year loan. Total amount that will be paid = APPROXIMATELY 29,500. For 30,000 dollars my car should at the very least work properly. And if they wont agree to fix the car then at the very least take the car back and return my down payment. I have not even had the car for 2 months. Started having the problems 2 days after I took the car home. I just want them to make good. Do what is right !!!!

  

  Business response

  07/17/2023

  The vehicle was sold with a limited 12month/12000 Mile powertrain warranty.  The warranty has $100 deductible per occurrence.  We are happy to fix any problems covered by the warranty.  

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a 2017 ****** ***** with less than 30,000 miles in April of this year. Within two days, the car would not start. The car had a code of a camshaft position sensor. The dealer picked up the car, said it was a short and it’s now fixed. A month later, it did it again. Dealer picked up the car, said it was the battery this time even though it was the same code of camshaft position sensor. They replaced the battery and said it was fixed. It did it the following month only it happened just days past the state lemon law boundaries of 60 days so nobody returned my calls or emails. I replaced the sensor since I had to have a car. It happened each month since then as well. Still nobody returns a call or email. I am a disabled single father of two children with special needs. I also have throat cancer. I need for the car that I paid sixteen thousand dollars for to to work.

  

  Business response

  10/18/2022

   

  We offered ****** to either fix the vehicle, or he can turn the vehicle back in, receive his original Downpayment, and have the loan paid off in full.

   

  He chose to turn the vehicle back in. This issue has been completely resolved, as we have refunded the customer his full Downpayment of $3000 of his car purchased back 4/9/2022. We also paid off the remainder of the money he owed to the finance company. It is safe to say we went above and beyond for this customer.

   

  Thanks!

   

   

  

   

  Jake B*****

  Customer response

  10/18/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I think that their claim of going above and beyond given I paid on this car for six months and had nothing but trouble seems a little short. Plus, they didn’t offer to fix it OR refund my deposit and pay off my loan, they just offered the refund option. But yeah, I got my downpayment back which is better than nothing. This company still could have done more. It should have never gotten to this point. 
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Worst sales and service department ive ever had to deal with. My girl brought a car and not even 3 weeks if driving the vehicle the thermostat and water pump let go and these people(Jay and Jake in sales) told to her to make it work til Monday. And the service guy(randy) was upset because a actual gm dealership said the water pump needed to be changed and he changed the thermostat but not even a 12 hours later the water pump let go. Maybe he should be retrained to do his job correctly and not take advantage of people. Recommend not going here for anything. If size was a rating that's what they deserve

  

  Business response

  06/21/2022

  *******

   

  This is an unfair and more importantly, inaccurate review. To start, we did not hear of any issues until the Saturday at 4:00pm. Of course, Jake and Joe had to unfortunately tell you we did not have a mechanic until Monday. You guys both decided to still come in on Saturday which was no problem, but we again stated that we are not mechanics, and Monday morning we addressed it immediately. The head mechanic Roger, as well as the service writer Randy were made aware Sunday that you guys would be in, first thing.

   

  The female that bought the car came in Monday morning, the issue was resolved, and we have not heard from you guys since. This review was left before we had any sort of mechanic in to fix the small issue at hand.

   

  Brendan Griffin

  Smart Buy Auto Sales

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

  brendan*****************

*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. ↩