Complaints

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:03/30/2025

  Type:Service or Repair 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.

  On November 6, 2024, AAA Roadside Service towed my 2014 ********** Jetta to Carsmart at ********************** due to dashboard warning lights and driving issues. *******, a service technician, quoted nearly $1,000 for spark plugs, ignition wires, and an ignition coil, citing the use of expensive factory parts. After checking with ********* **********, I found their quote was significantly lower. When I confronted *******, he adjusted the quote to $826.27 and offered a $25 discount, but I felt misled.After picking up my car, it still drove poorly. Despite ********* assurances, I called about ongoing issues several times; he claimed it was normal. When the warning light came back on, ***** informed me that my tires just needed air, which he confirmed in writing.I took my car to *********, where a 21-point inspection revealed I needed new spark plugs, despite just having them replaced. They explained that one spark plug still needed replacement. I called Carsmart, and ***** agreed to replace them if I provided a receipt. After purchasing new spark plugs, I was told I also needed ignition wires, which were not genuine parts.I requested a refund from *****, who asked for the dealer's receipt but then stopped communicating after I sent it, leaving me frustrated with the service.

  Customer Answer

  Date: 03/31/2025

  My daytime phone number is *************, and the technique name is *******, not *******.

  

  Business Response

  Date: 04/15/2025

  Customer has been contacted, a check has been mailed and resolved her dispute.

   

  sorry not responded sooner, ******* has been on emergency medical leave for 5 weeks.

  Customer Answer

  Date: 04/22/2025

  Refund was issued resloved.

• Initial Complaint

  Date:05/28/2024

  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.

  10-19-23: 2019 *** X1 was taken to Carsmart via tow due to a busted tire. A call was made by me prior to see if they serviced ***s. It was confirmed by *** that they service ***s. *** took the vehicle when we arrived. When I picked up my vehicle around 10-25-23, my windshield was cracked. Carsmart claimed no responsibility though the car was in their care. 11-14-23 - ******************* ******* to inform him about the windshield. He blew me off. I continued having issues with my vehicle after Carsmart claimed to have fixed the tires (they damaged the swivel bearings and bent the struts). I had to take the car back to Carsmart because they did not properly fix my car the first time. While replacing the struts, they were bent and damaged. I had to take my vehicle to Plaza *** in February after Carsmart mishandled my car again with not properly fixing what they damaged the first time. I reached out to management to inform them about what they mishandled but to no avail. I sent over the paperwork from *** requesting management to contact me, but to no avail. I sent the video the them from *** so they knew exactly what they had damaged. They damaged the swivel bearings, struts and rotors. Because of the cracked windshield, my entire calibrating system and cameras are not functioning. I again tried to resolve this by calling and emailing to speak with management but to no avail. Carsmart caused undue damages to my vehicle, attempted to cover their mistakes causing more damage. Because they were ignoring my calls and emails, I had to take the vehicle to *** where I paid more money to have the damages caused by Carsmart fixed.In total I paid Carsmart $5,378.82 from October to February.In total I paid Plaza *** $2,350.52 My car is currently back in the shop due to damages created by Carsmart - all receipts are attached with damages that were not fixed or fixed incorrectly (which caused more damage). I am currently without transportation.

  

  Business Response

  Date: 06/12/2024

  Sorry for the delay.  I just received the complaint on 6/11/24.  I did not receive any prior BBB correspondence.  I will give this my immediate attention and respond SAP.

  Thank you

  ***

  

  Business Response

  Date: 06/12/2024

  The *** arrived initially on 10/11/23 on a tow truck after substantial damage on left front from a very hard impact.  We made repairs as documented. After quality control road testing the vehicle was released to the customer with no issues.  Note there was no indication of a crack in the windshield as described.  Due to the intense impact and cold weather it is possible that a break had begun and further diving caused the impact to spyder.  The vehicle was driven for approximately 4 weeks and 1200 miles with no concerns.

  
  The *** arrived om 11/21/23 on a tow truck after a second  impact on the right side.  We replace 2 tires.

  
  The *** returned 1/17/2024 and we found a broken retainer that was part of the 10/11/2023 repair.  We could not determine if this was caused by the 11/21 accident.  We made the needed repairs with no cost to the customer. 

  
  The results of 2 serious impacts to the front suspension of this vehicle have obviously caused unforeseen damages. 

  Customer Answer

  Date: 06/20/2024

  I have not received communication prior to this. Please forward me any communication that was sent as I was unable to respond due tothe communication not being received. 

• Initial Complaint

  Date:05/28/2024

  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.

  My husband had the AC on his VW Jetta repaired by CarSmart in July of 2021. Total repairs cost him over $2,400 (see attached invoice). The AC on the car never fully worked after repairs. It blows cool air but never gets fully cold and certainly can’t keep up with 80-90 degree temps in the summertime. My husband noticed the issue a few months after the repairs were completed and reported the issue to the repair shop, however he was informed there was nothing they could do and did not document the interaction. Fast forward to present day, I find a copy of his original invoice and the warranties covering his repairs. There appear to be two warranties under which this repair is covered: one is a pro-rated 36 month/36,000mile warranty provided by CarSmart. The other is a **** warranty which guarantees repairs for 36 months/36,000 miles at no cost to the customer. When we contacted the shop to assess the repairs, they informed us that the air compressor that they replaced in July 2021 is faulty; however they said under the pro-rated warranty, it would still cost $1,300-$1,600 to replace. When I showed them a copy of the **** warranty that shows it’s covered at no cost to the customer, they tried to say that their warranty usurps the **** warranty and the repairs will not be covered, nor will they refund us a pro-rated amount of the repairs we paid for. Additionally, **** says that the parts are covered at no charge to us, but that we have to negotiate with the shop since we are within a 25 mile radius.
  
  We would like CarSmart Inc. to uphold the warranties under which these repairs are covered and replace the air compressor at no charge. Even under the pro-rated warranty, repairs are covered in full within 12 months & my husband reported the issue well within that window, but no one documented the interaction and he was told nothing could be done. We are out $2400 + interest for the past 34 months and still have no AC. We simply want the repairs we paid for to be done.

  

  Business Response

  Date: 06/12/2024

  We apologize for the issues you have faced with your  AC system
  and for any lack of proper communication regarding the warranty we have
  in place. Our Carsmart warranty covers 12 months/12,000 miles, with the
  following 24 months
  being prorated. We appreciate you working with us through this and
  reviewing the warranty that was signed upon the pick up of your vehicle.
  We understand your frustration and we apologize for any inconvenience
  caused. As discussed, we're happy to fix it with
  this warranty applied, but we respect any decision that is made with
  your vehicle moving forward. We value your feedback and are committed to
  using it to improve our services.

  As explained to the customer the warranty has 1 month left on the prorated warranty.  We sent a copy of the warranty to the customer that they signed at the time of repair.
  

  Customer Answer

  Date: 06/12/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  As a **** dealership you are also obligated to uphold the **** 36/36 warranty as posted on your website. The shop warranty does not usurp the **** 36/36 warranty which is not pro-rated and covers repairs of the aforementioned parts in full at no cost to the customer. You are choosing to uphold the warranty that best serves your interest and not the interest of the customer. 
  

  Furthermore, the issue was reported in a timely fashion (within the first 12 months of the shop warranty); however, your team members provided false information and said “nothing could be done. Again, you are choosing to neglect the terms or the warranty and serve the interests of your shop above the interests of the consumer. 
  
  
  
  Sincerely,
  
  
  
  ****** ****