AutoSmart complaints

Ms. Dixon has been good to keep in contact with her Customer Relations Manager (CRM) until she started to fall behind on her payments. Numerous attempts were made to reach her to make arrangements for her to keep her vehicle, however, in the end, she opted to return the vehicle to the dealership. Ms. Dixon purchased her first car from Autosmart on 6/15/2021. She reported a mechanical problem and it was discovered that the vehicle had an oil leak. The leak was repaired and customer was asked to return after she drove the vehicle for 1,000 miles and return to the service department to perform an oil consumption test on the vehicle. It was explained that it was extremely important that she bring the vehicle back for the test. Ms. Dixon did not return to the service department after she drove the vehicle for 1,000 miles, however she contacted the service department after she drove the vehicle for more than 3,000 miles as the vehicle would lose speed and had difficulty starting. Upon diagnosing the problem, it was discovered that the vehicle had no oil causing it to need a new motor. The company attempted to assist Ms. Dixon by charging her half of the cost of $3530.00. Ms. Dixon stated she could not pay the $1765.00, she opted to trade the vehicle for another. Ms. Dixon chose to trade her vehicle for another. She reported that the vehicle was overheating. Upon diagnosing, it was determined that the vehicle needed a new motor. The company moved Ms. Dixon's late payments to the end of her loan. Ms. Dixon chose to trade in her vehicle for another. On 9/8/2022, she brought her vehicle in due to a brake issue. When Ms. Dixon was quoted $536.91 for repairs, she stated she was unable to pay that amount. The service department discussed repairs with her and went over her options. Service has replaced several parts on the vehicle - service explained to her that they did not charge her for the parts. She wanted the repairs to be made before she paid for the repairs. On 9/21/2022, she contacted her CRM to discuss her payment. Customer hung up the phone. On 9/23/22, she called back and stated she wanted to go ahead with the side note and sent in her check stubs to start the process. Upon the side note being approved, the side note was reviewed with Ms. Dixon. As her account was seriously past due, the company agreed to accept $400 of the past due amount and move the remaining amount to the end of her loan. She stated she worries about the car being repaired and something else develops. It was explained to her that the company would perform repairs if the same issue presented itself again. Customer requested copies of her contracts for the vehicle along with contracts of her previous two vehicles with the company. Customer hung up. Customer failed to make payment of $488.00, she had arranged on a "Promise to Pay". On 10/5/2022, she stated she is not comfortable paying the car note when she has to pay for rides to and from work. It was explained to her that she is not throwing away money, it is going towards her past due payments, and reminded her that the company is not charging her for the rest of the parts. On 10/10/2022, she responded to a call from her CRM, she said she is no longer working and will remove her personal belongings from the vehicle. The vehicle was repossessed.

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