I have purchased over 3 vehicles from Smart Motors over the years. I was about to buy a fourth, until today. I will no longer service my current vehicles or buy any new vehicles from Smart Motors. First, my Sienna key fob was malfunctioning. I asked if a diagnostic test could be run. The answer I received was that it would cost $200 and that buying a new fob for $251 was the best bet. Then I was quoted a price of an additional $175 to program the new fob. I made that appointment for today. There, Ian told me the programing price was now $185. I said I was quoted a price 10 dollars lower. He could care less and said there had been a price increase on Monday, the day before my appointment. When I went to pay, there had been no price increase but there was a $14.79 additional charge for “shop suppliers”. I had never heard of such a charge and Ian explained this was standard in the industry and always charged. I looked at my old receipts and had never been charged for”shop supplies”. I certainly never authorized any such charge. Bottom line here is 2 questions. First, does Smart charge everyone a “shop supply” charge? Second, if so, have all of your customers approved in writing such a charge? I spent most of my legal career protecting consumer rights at my consumer law office. Depending on your response, or non- response, I will decide whether a legal class action is appropriate. Sincerely, Philip Jeffrey Archibald, JD
As always the service department took care of me in a timely fashion with no problems.
I went to change the oil then when I left I realized that is some leaking oil, then I told someone there about it and he said, no I checked it and there is nothing, then I went to another mechanic then took a picture and went back and showed to the assistant manager and then he took care of it ( hopefully) this is not the first time, I’ve been customer with this place for years even when I moved 45 minutes away still go there.
Thanks
I had a passenger side front door panel replaced under warranty and it’s worse than the original. It’s loose and there’s foam hanging out on the edge.
Doesn’t anyone inspect the service work before you give it back to the customer? This is ridiculous. I’ve driven to the dealer three or four times to get the stuff repaired and it doesn’t seem to be getting done correctly.
Mallory, the service rep working with me, was effective and very attentive. The issue that concerned me was the announced high cost for the repair, much higher than I anticipated. Although I have had virtually all service work for the Tundra completed at Toyota dealerships, in this case I decided to get an additional estimate.
Friendly & timely. Great experience.
Lori was very effective and succinct
I received someone else's car report thingy. Maybe that guy received mine.
Communication appears to be lacking between online scheduling, checking in and the advisor all giving me differing information. I had an appointment scheduled. After being told my service should take two hours, and that an advisor would check in with me shortly to review my needs, I waited for 85 minutes before anyone even checked in and then just to let me know my car was about to start service. Then that it would be another 2 hours before I could get another scheduled service started. I have wasted many hours in the waiting room at Smart over the years and have decided to take my business elsewhere. Again, my service agents were fine and truly understanding, but the process in operations is faulty. I’ve been a customer for over a decade and have seen service go from a pleasure to a dreaded uncertainty. I see the staff fighting amongst each other and other customer’s frustration further validating my impression.
Guillermo went out of his way to make me feel valued. He braved a torrential rain and soaked his shoes to retrieve my vehicle so that i wouldnt have to. This kindness comes during a difficult season in my life. Its the little things that make life beautiful. Guillermo is a gem. He will go far.
While the staff in the waiting room were nice and helpful, the fact that an oil change took 2 hours was quite annoying.
Eric was very pleasant, warm, and professional. Thank you!
The technician waited until the car was all done when he suggested the brake fluid would be done. Why wouldn’t he ask that when we checked in the vehicle. So obviously we did not want to spend 45 more minutes there and did not do it.
Courteous,prompt and efficient interaction.,thanks
Wonderful service. Very friendly and attentive.
Social