I am very disappointed in the service I received from Ian Spencer. All I wanted to do was understand what the software issue was that is causing my transmission issues on my brand new 2024 Toyota tundra. He was rude and condescending and completely out of bounds, not only in verbal communication, but in my text with him as well. I know I am frustrated because I didn’t spend 60 K to have these type of issues on a brand new truck but understand things come up that is nobody’s fault. Ian only took me from being frustrated at the situation (which I was over)to angry, and given his condescending attitude it seemed liked he enjoyed it. I will absolutely be telling everyone to avoid Smart Motors!!!!!!!!!!!!!!!
You replaced my dead battery on a short notice, Thanks for the loaner
& professional service
Had a 10:30 appointment and arrived on time. Vehicle wasn't pulled in for the service until just before noon. Was finally finished around 12:30. On the way home, I was contacted saying the tech left the skid plate off & I needed to come back. Although the service manager came out and apologized when I returned for the skid plate, it did not change the fact that (in total, including drive time and wait time) I spent nearly 4 hours of my day getting a simple oil change and tire rotation. I cannot commit to spending an indeterminate amount of time away from work for appointments like this. I am yet to decide if we will continue to bring our 2 Toyotas back for service as this is not the first time delays like this have occurred.
Don't like the appointments in the fast lanes. Prefer the old ways.
Paul was attentive and helpful. He had a “shadow” employee learning the position. All requests were addressed and communicated at my request by text. Completely satisfied. Thank you.
Always a great experience!
Ian was amazing! Best technician I’ve had there at the Express for a long time. I’ve been servicing my car there since I bought it at Smart Motors in 2009. He was helpful, kind, and managed to get some other repairs done for me today and get me a loaner so I could get to my doctor’s appointment
We appreciate the service David provided. He was very knowledgeable and responsive.
Ian answered all my questions and was very helpful
I appreciated that Greg listened and the mechanic worked to fix it without replacing unnecessary parts. He worked to fix and not rip and replace.
He was so so helpful. So kind and understanding to my situation. I really appreciated all of his help, his patience and his kindness.
Pickup was a bit chaotic. It seemed that there was one woman working really hard and two men dilly dallying around. I appreciate her effort!!
I was scheduled for a 1030 appointment and after 1 hour I had to go to the desk to ask what was going on. After I lit a spark under the crew everything went much better. I guess their is no reason to make an appointment because that to doesn’t work.
I felt like multiple people in the service department were “put off” or felt annoyed when they were helping customers. I felt like they were annoyed that they had to help me as the customer. I’m really not impressed.
I arrived and checked in a few minutes before 10, then waited for almost two hours before getting any more information. I had been patient because you were busy when I arrived but when I saw that two people who arrived after me were picking up their cars, I went to the desk and found out that my vehicle was done but lost in the shuffle, so I wasn’t notified. The service was only a tire rotation, so it was not satisfying to have a two-hour wait.
He was very cordial, explaining every progress and of additional repairs and replacement of parts needed. Very glad that all the jobs were done on time. Though I am dealing with him for the first time , I am sure all his customers must have been fully satisfied with his nice mannerisms and willingness on his part to make his customers feel all and any repairs will be done to the full satisfaction of Smart Motors customers.
They missed an oil leak on inspection
I told team (checkin and Jacob) multiple times last time I was at smart they put a casket on to track oil or transmission
They put the wrong more expensive oil in and ignored the online selection
Every bay was occupied when I came in on time for my appt but no one was managing the area, so had no idea what to do or park or what
The lobby area was at capacity, cold and not well taken care of
Sorry for all the complaints and negativity, but it was just a bad visit all around. Usually smart is way better.
I asked the Friday before if a software upgrade could be done at time of scheduled service three days later and was told yes. But today initially I was told it couldn’t because it required a different service bay and you were down 5 techs. Then it was done after all although it took about an extra hour.
The express service bays are pretty useless in my opinion
Done in half an hour, great job!
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