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:06/26/2025

  Type:Facilities 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.

  I bought a car Feb 2025, I was never allowed to test drive it, I have been having mechanical issues since I purchased it. My check engine light is on, a bullet hole on the left side above the gas tank door, airbag light is on, the tire pressure light is on, dried blood in the passenger seat. I have taken my car to them multiple times, and after sitting there for hours, I question them about the status, then they hand my keys to me, saying that I am not waiting for the claim to be approved in order for them to fix it, and they refused to fix it, but this is untrue, because I asked questions after waiting for 5 hours with no update. I have been promised a loaner car, but it never happened. When I was asked what was the mileage on my car, when I told them, I was told that I am 2 miles over and it would not be covered under my warranty and I would need to pay out of pocket for my repairs. Afterwards, **** (not sure of who he is) then he starts talking about my car payment being late, which then I told him that I had already spoken to the loan company (H31**33**333731333832H ******************), I spoke with the bank rep ***** and had made arrangements to pay today 6/26/25 (my balance due was for only $180.03) late fee included, that they were fine with. ***** then takes over the call and starts to say that my car is in repossession status, which was not true. I then get a call from ***** on 6/25/25 saying that I could bring my car to them to be repaired and to pick up my loaner. After I had taken my car to them after I got off work that day, along with my sons father for safety (due to ***** previously brandishing his gun at me). When I walk in to give ***** my keys to get the loaner, but then I see police coming in asking if anyone called them, which I replied no. I then see ***** (who I now know is the owner) who I was told did not work there anymore comes out from the back and asks if I would come talk with him, he then proceeds to tell me that since I did not make my third payment to the bank that they have decided to cancel my loan, and he would not be able to return it to me. The bank called me and asked if I had authorized a cash payment at a dollar general store down the street from the dealership, which I stated I did not, because I always make my payments online through the banks payment processing portal with my same bank card. When I questioned ***** about who made the cash payment on my account, that is when the police then starts to push me towards the door to exit, and ***** just kept saying "I&#**;m sorry, with no other explanation. Now my children and I are without a car, and my disabled son has physical therapy sessions he is required to go to, that I cannot get him to because of this illegal repossesion.

  Business Response

  Date: 07/14/2025

  BBB Response Customer Complaint
  Dear ******************** Representative,
  Thank you for the opportunity to respond to the recent complaint filed against our dealership.
  The customer in question purchased a pre-owned vehicle from our dealership in 2.27.2025. At the time of sale, the customer signed and acknowledged a Buyer's Guide indicating the vehicle was sold As-Is No Dealer Warranty. The customer also elected to purchase an optional third-party extended service contract (extended warranty), which is separate from the dealership and subject to its own terms and mileage limitations.
  Unfortunately, when the customer later attempted to have certain repairs completed, the service contract had already expired due to mileage overage. As stated in the terms of the contract, repairs are only covered up to a specific mileage threshold, which had been exceeded at the time of the repair request. Therefore, no warranty coverage was available, and any repair costs would have been the responsibility of the customer.
  Additionally, it is important to note that the customer failed to make the first three scheduled payments on their financing agreement. As a result, the lender canceled the financing contract, and we were required to retrieve the vehicle in accordance with the financing agreement and the lenders request. This was not a repossession by the dealership, but rather an action necessitated by the lender due to non-payment.
  In summary:
  The vehicle was sold as-is, with no warranty from the dealership.
  The customer opted for an extended service contract, which had expired due to mileage overage at the time of repair.
  The financing contract was canceled by the bank due to non-payment, leading to the return of the vehicle.
  We value all of our customers and strive to operate with integrity and transparency. We regret any misunderstanding but believe we acted in full compliance with all contractual obligations.
  Sincerely,
  SmartBuy Car Sales 

• Initial Complaint

  Date:09/18/2024

  Type:Product 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.

  I bought a vehicle from them, a 2017 arcadia denali on February the 22nd. He wouldn&#**;t let me test drive it but I got it anyway. I gave them 6k down. There was some debris in the seats and panels of the doors and the back up camera did not work properly. I got a flat tire and had to go in the back to get the wheel, I opened up the back and it was flooded in the back. I saw grasshoppers, spiders and all sorts of critters in there. I called them to tell them about it, the person cussed me out instead of listening to what I was saying. When I was purchasing the vehicle he was pushing for the warranty pretty heavily, which I did not need. Come to find out he did put a warranty on my vehicle without my direct consent of any kind, which I did get the warranty removed and money back on. I talked to the finance the people and they are telling me I bought the vehicle, but I was not aware of it being a flooded vehicle.

  Business Response

  Date: 09/18/2024

  Dear Theresa ,
  Thank you for sharing your feedback with us. Were sorry to hear about your experience and want to clarify a few details regarding your purchase.

  
  First, we understand how important it is to feel confident in your vehicle. Our records indicate that you did have the opportunity to test drive the 2017 Arcadia Denali before finalizing the sale. We believe that test drives are essential for our customers to ensure they are satisfied with their choice.

  
  Regarding the condition of the vehicle, we want to assure you that we do not sell flood-damaged vehicles. All our vehicles undergo thorough inspections, and there were no signs of flooding or damage reported at the time of sale. We take pride in offering quality vehicles, and your feedback will help us improve our processes further.

  
  We also apologize for any misunderstanding regarding the warranty. Our goal is to provide clear and transparent information, and we appreciate that you were able to have the warranty removed and receive a refund.
  Your satisfaction is important to us, and we are committed to addressing your concerns. Please feel free to reach out to us directly at [contact information] so we can discuss this further.

  
  Thank you for your understanding.
  Sincerely,
  **** ***
  Customers relations 
  **********************
  ************

• Initial Complaint

  Date:08/30/2024

  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.

  Complaint: 22220081
  
  I have reviewed the business' response and am rejecting it because:
  
  I have bought a truck from him. 4 months ago and the motor went out. The dealers keeps telling me he has nothing to do with the car anymore. Go to your warranty company. The warranty company is not honoring ****. *************'s advice now. They want me to take my motor from ****************** and take it to another company to get ******** tore down to find out what was the reason?

  ******** cost about 6 grand used and their warranty company only wants to give me 3 grand but they are taking me through so much to even get the 3 grand.
  

  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 09/13/2024

  Dear BBB,
  We are responding to **** complaint regarding their vehicle purchase from SmartBuy.
  Issue Summary:
  The complainant reported an issue with their motor and mentioned that the warranty company is requesting a teardown at their expense. They have also faced difficulties in contacting us.
  Our Response:
  The vehicle was sold as-is, with no dealership warranty. The terms of the warranty and related repairs are managed directly by the *****************
  We recommend that the complainant continue to work with the warranty company and seek additional assistance from a consumer protection agency if needed.
  For further questions, please contact us at ************.
  Thank you.
  Sincerely,
  **** ***

• Initial Complaint

  Date:06/03/2024

  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.

  I had a finance a truck and I had it by 4 months and my head the head gasket went out on it so I've been trying to get in touch with the business to ask can I get another product or to take it up to a dinner shop to get my car repaired

  Business Response

  Date: 06/14/2024

  Dear *****,
  
  We acknowledge your recent complaint regarding the vehicle purchased from our dealership on 1/18/2024. As outlined in the purchase agreement, the car was sold "as is" without any dealership warranty. This means that, at the time of sale, the vehicle did not come with any warranty coverage from our dealership.
  
  However, it is important to note that you do have an extended warranty through GWC Warranty. This extended warranty provides coverage for 36 months or ****** miles, whichever comes first. We recommend reviewing the terms and conditions of your extended warranty and contacting GWC Warranty for assistance with any covered issues.
  
  If you need any further information or assistance, please do not hesitate to reach out to us.
  
  Sincerely,  
  ***************************
  Customer Service 
  **********************
  ************

• Initial Complaint

  Date:05/23/2024

  Type:Product 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.

  Complaint: 21751461
  
  I am rejecting this response because:

  she doesn't think it is legal for them to ask for the car back because she filed a complaint on them.  She would like to get the car and process the loan.

  
  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/23/2024

  Please return the vehicle back to the dealership and you will get full refund we will contact the finance company and cancel the loan . sorry for your inconvenience .

• Initial Complaint

  Date:05/14/2024

  Type:Sales and Advertising 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.

  May 7 2024. I bought a 2019dodge charger for ********* . Sales lied about disclosures I signed stating that every purchase required those documents. I inquired if vehicle had been an any accidents and he lied and said no. 24 hours after owning car check engine light came. They wiped the dash lights to make it pass safety which there was other issues that should of made it fail the safety test . Also won't pass emission. Can't drive or license car without spending another ********. Car is badly damaged and dangerous to drive from prior major wreak. ****** refuses to cooperate with me.

  Business Response

  Date: 05/14/2024

  Dear *******************,
  Thank you for bringing your concerns to our attention through the Better Business Bureau.

  We take all customer feedback seriously and aim to address any issues promptly and effectively.

  
  Upon reviewing your complaint, we understand that you are dissatisfied with the condition of the 2019 Dodge Charger you purchased from our dealership. We empathize with your frustration, but it's important to clarify certain aspects of your purchase:
  Firstly, we would like to remind you that the vehicle was sold to you "as is," meaning it was purchased with all faults and without any warranty, expressed or implied. This is a standard practice for many used car transactions. We do offer extended warranty options for our customers' peace of mind, but we respect your decision to decline this additional coverage.
  Additionally, we want to highlight that during the purchasing process, you were given the opportunity to have the vehicle inspected by our service shop to assess its condition further. Unfortunately, you chose not to avail yourself of this service.
  We regret any confusion or dissatisfaction you may have experienced, and we apologize for any inconvenience this situation has caused you. Please know that we are committed to resolving this matter to the best of our abilities.
  If you have any further questions or concerns, please don't hesitate to reach out to us directly. We value your business and appreciate the opportunity to address your feedback.
  Sincerely,

  SmartBuy

  Customer service team

  Business Response

  Date: 06/18/2024

  Date: June 18, 2024

  
  To Whom It May ********************* have received the complaint filed by *********************** regarding their purchase of a 2019 Dodge Charger on May 7, 2024, from our dealership. We take such matters seriously and appreciate the opportunity to respond to the allegations made.

  The customer claims that they were misled into signing disclosure documents. It is standard procedure at our dealership to require all customers to sign these documents to ensure transparency and compliance with state regulations. These documents outline the terms of the sale, including the "as-is" condition of the vehicle and the option to purchase an extended warranty. We regret if there was any misunderstanding, but all documents were signed voluntarily by the customer.

  The customer inquired about the vehicle's accident history, and it was disclosed that the vehicle had been in a prior accident. This information was provided based on the data available in our vehicle history report from reputable services like Carfax and AutoCheck. We strive to be transparent about such information to help customers make informed decisions.

  The customer reported a check engine light within 24 hours of purchase. We encourage all customers to contact us immediately if they experience any issues post-purchase. Our records do not show any service appointment request or communication from the customer regarding this issue. We would have been willing to inspect and address any concerns had we been notified promptly.

  It is concerning to hear that the customer feels we have not cooperated. Our goal is to ensure every customer is satisfied with their purchase. We encourage the customer to reach out directly to our management team to resolve these issues amicably.
  

  
  We value our customers and strive to maintain the highest standards of service and integrity. We are committed to resolving this matter to the customer's satisfaction and invite them to contact us at their earliest convenience.
  Sincerely,
  **************************;
  Customer service 

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

  Customer Answer

  Date: 06/20/2024

  Complaint: 21706678
  
  I am rejecting this  response because: I specifically asked if car had been involved in an accident at time of purchase and was told it had not. That documents were standard and Every person buying a vehicle there are required to sign these. After the check engine light came on I went to the dealership and asked to resolve the issue and was met with no corporation. I even asked for all disclosures and documents signed at time of purchase and the dealership refuse to provide me with copies. 

  
  

  Also the safety inspection was fraudulently obtained as car currently fails. In fact car fails emission as well. I can even get plates on this badly damaged, unsafe vehicle 

  
  

  Sincerely,

  
  

  
  
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/24/2024

  Dear Colamn,
  Thank you for reaching out to us and sharing your concerns about your recent vehicle purchase.

  I sincerely apologize for the issues you've encountered and understand the frustration this has caused. I want to assure you that we take your feedback seriously and are committed to resolving this matter promptly.

  To assist you further and ensure we address all your concerns comprehensively, I kindly ask that you please reach out to our dealership directly. This will allow us to gather all necessary details and work towards a solution that meets your expectations.
  Please contact us at your earliest convenience so that we can discuss the specifics of your situation and begin the process of addressing any issues related to the vehicle's history, documentation, and current condition.

  Our goal is to ensure your complete satisfaction with your purchase and our service.
  I appreciate your patience and understanding in this matter. We value your business and look forward to assisting you promptly.
  Best regards,
  **************************;
  Customer Service Team
  *****************************
  ************
  
  
  
  
  

  
  

  Customer Answer

  Date: 06/26/2024

  Complaint: 21706678
  
  I am rejecting this response because:
  
  
  I'm not interested in fixing this car.  I don't trust you or your mechanic to do even  an oil change. Please send an offer to buy the car back or a date to return it . I haven't been driving it, and  Won't be. It's in the excatly the same condition it was when i pulled off the lot. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/12/2024

  Type:Order 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.

  On 2/27/24 I purchased a car. I gave them $6000 in cash. He put a warranty on the vehicle. He said he finished the paperwork. I spoke with the warranty company, I had 30 days to void the warranty. The opted out right away. The warranty company said to go back to the dealership to sign some papers saying I do not want the warranty. The warranty company sent the money back to the dealership back to him electronically. I did sign the papers at the dealership. They returned $3000 back to the dealership. He said he will refund the money. We spoke with the loan company. They said they have nothing to do with it. They said it is between me, the warranty company and the dealership. He has not returned our money to us yet. I confirmed with the warranty company that the money was sent to him.

  Business Response

  Date: 03/12/2024

  Subject: Response to Refund Inquiry Regarding Car Warranty
  Dear *****************************,
  Thank you for reaching out to us regarding your recent inquiry about the refund for the warranty you opted out of on your car purchase.
  We apologize for any inconvenience you've experienced in this matter and want to assure you that we are actively working to resolve it as quickly as possible. Upon receiving confirmation from the warranty company that the refund has been processed and sent to us electronically, we initiated the necessary steps to facilitate the refund back to you.
  Our records indicate that you have signed the paperwork at our dealership confirming your decision to void the warranty. However, we understand the importance of promptly returning your funds to you, and we are diligently following up on the status of the refund.
  Rest assured that your refund of $3000 is being processed, and we expect it to be issued to you shortly. We sincerely apologize for any delay or confusion in this process and appreciate your patience and understanding.
  If you have any further questions or concerns, please don't hesitate to contact us directly. We value your business and are committed to ensuring your satisfaction with our services.
  Thank you for choosing SmartBuy of ***************
  Sincerely,
  ***************************

  Customer Service Team

  ********************** of **************

  Business Response

  Date: 03/12/2024

  attached is email from warranty company showing that refund processing up to 10 business days to have that refund back on the account used to pay for the contract.

  Business Response

  Date: 03/18/2024

  attached copy of full refund check for warranty cancelation 

• Initial Complaint

  Date:05/09/2023

  Type:Product 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.

  Complaint: ********
  
  
  
  I am rejecting this response because:

  The repair shop stated warranty does not cover  repair. After contacting my finance company they contacted my dealership and the dealership stated they would fix the issue with their repair shop no cost to me since I only had the car for two days at the time. They are reneging on their deal when they stated they would fix it with no cost to me.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  going to cover it when they stated they would.
  Also I was top of that they said they would give me a call when my title was ready. They never called me and I had to register my car so I gave them a call and they said there was a problem with my title. I get up to the dealership and the man was on the couch sleeping. They then told me they put someone else’s name on my title and never told me about the mistake waited until the last minute. They gave me the run around about he whole situation was very nonchalant and didn’t even apologize for their mistake. I just want my car to be fixed like they stated they would.

  Business Response

  Date: 05/09/2023

  Dear ******,
  I want to take this opportunity to thank you for expressing your concerns regarding your experience with your used vehicle.
  Please allow us to sincerely apologize for any frustration that you may have experienced in your attempts to resolve this matter, and we thank you for your patience.
  
  
  According to your statement of the concerned such as:
  Issue with your vehicle after purchase ;
  According to our dealership records , customer purchased the vehicle from the dealership without any dealership warranty (SOLD AS IS) , however customer has a warranty (service contract) through a third party please refer to contract with lender for warranty details . We informed the customer that to find any shop that have availability in the area since the warranty company works with any repair shop.
  If you have any questions, please feel free to contact SmartBuy St. Louis location at###-###-####.
  
  As always, we appreciate your business.
  
  Best Regards,
  Your Customer Service Team

  Business Response

  Date: 05/11/2023

  Unfortunately we already responded to the issue and we already explained that the customer is responsible for repairs after purchasing the used vehicle .

• Initial Complaint

  Date:01/30/2023

  Type:Order 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.

  Complaint: 18952390
  
  I am rejecting this response because:
  
  I do not agree with Smart Buy response. They know I only have a power train warranty that is covering engine and transmission repair only. The day I bought the car they lied about putting in a radiator causing all of this. When I had the thermostat changed there was stop leak all on it. I still have the upper radiator hose with tape on it. But now I have to pay $1400 for a water pump, $560 Carnote, and $200 insurance. Then Ill have to pay for a ride back and forth to work for a week while the shop put a water pump in the timing chain. They also changed the dates up on my paper work. I have all the proof. Can somebody please help.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/16/2023

  Tell us why here...Dear *****,
  I want to take this opportunity to thank you for expressing your concerns regarding your experience with your used vehicle.
  Please allow us to sincerely apologize for any frustration that you may have experienced in your attempts to resolve this matter, and we thank you for your patience.
  
  
  According to your statement of the concerned such as:
  Issue with your vehicle after purchase ;
  According to our dealership records , customer purchased the vehicle from the dealership without any dealership warranty (SOLD AS IS) , however customer has a warranty (service contract) through a third party please refer to contract with lender for warranty details . We informed the customer that to find any shop that have availability in the area since the warranty company works with any repair shop.
  If you have any questions, please feel free to contact SmartBuy ******** location at314-736-6995.
  
  As always, we appreciate your business.
  
  Best Regards,
  Your Customer Service Team

  Business Response

  Date: 02/17/2023

  Dear *****,
  I want to take this opportunity to thank you for expressing your concerns regarding your experience with your used vehicle.
  Please allow us to sincerely apologize for any frustration that you may have experienced in your attempts to resolve this matter, and we thank you for your patience.
  
  
  According to your statement of the concerned such as:
  Issue with your vehicle after purchase ;
  According to our dealership records , customer purchased the vehicle from the dealership without any dealership warranty (SOLD AS IS) , however customer has a warranty (service contract) through a third party please refer to contract with lender for warranty details . We informed the customer that to find any shop that have availability in the area since the warranty company works with any repair shop.
  If you have any questions, please feel free to contact SmartBuy ******** location at ************
  .
  
  As always, we appreciate your business.
  
  Best Regards,
  Your Customer Service Team

  Customer Answer

  Date: 02/22/2023

  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.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 02/22/2023

  I do not agree. That carlot cant sign people up for a ****** contract on a vehicle then rig it up to sale it. I will just contact a lawyer because I have proof they changed paper work around as well as pouring stop leak in the car to avoid repairs.
  

• Initial Complaint

  Date:11/30/2022

  Type:Product 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.

  Complaint: ********
  
  
  
  I am rejecting this response because: I was not aware of the issues the vehicle had. When I purchased the Vehicle on August 20th, 2022, I noticed the passenger and driver seatbelts were defective and would not fully function, vehicle had the airbag light on, along with a tire pressure light and a  tire maintenance light. I was told the vehicle had passed the Missouri safety and emissions inspections but I feel unsafe and uncomfortable driving the vehicle knowing that it has all these defective issues and/or lights on the dashboard display monitor. I did not drive the car until the following Monday, I had mentioned to one of their sales reps that the car had the airbag light, and defective seatbelts. The sales representative for Smart Buy noticed the issues and told me he was going to send the car across the street to ******* of St louis to get the issues resolved. That following Monday, on  August 22, 2022 I was told the car was ready and noticed that the Airbag light was still on the dashboard display and immediately saw that they had taken off the passenger seatbelt completely. I told the SmartBuy Sales rep of the issue and he told me he would fix the issue. A few weeks later, I started to encounter more issues with the vehicle that almost caused me to get into severe auto accidents along the highway. The vehicle started to malfunction, it would completely shut off when I started to press on the brake pedal. It seems like the car loses power and shuts off completely, to get the car to run again I would need to pull to the side of the road and completely turn off the car and restart it all over. I talked to Smart Buy of this issue and said that they could have ******* of St louis look at the vehicle. I took the car to the place that they told me to take to get it looked at on or around September 22nd, 2022, ******* did not look at my car until October 22nd,2022. . I experienced bad customer service at ******* and remember the receptionist told me off and told me "We'll get to when we get to it" in a rude manner. When they finally looked at my car after being at the mechanic for so long they got the passenger seat belt installed, and then experienced issues getting the airbag light resolved. They called me and said that the airbag module on the vehicle was defective and had to be replaced. ******* also replaced another part on the vehicle to try and fix the problem I originally took the car in for. ******* recently returned the vehicle to me and said they will call me when they have airbag module ready to be installed on October 28th, 2022 or around that time frame, I have not heard back from them since then. The vehicle is still having issues when I operate it, the engine light came on and it is making feel like there could be more issues with the car that I am not aware about. I had not had the time to get the car registered with the State of Missouri due to going through this situation and experiencing the issues with the car. In order for me to get the vehicle registered, I would need to retake the Missouri Inspections to be able to get the car registered with the state; the current inspections recently expired. I have a strong feeling that this vehicle is not able to pass these inspections due to all these issues that it currently has. The issues that this car has are issues that have been occurring ever since I first bought the vehicle on August 20th, 2022, which making come up with the conclusion that the Missouri Safety and Emissions inspection report that I received at the time I purchased the vehicle were not valid at the time that I purchased the car, to me it seems impossible for the vehicle to have passed the safety and emissions inspection if the car did not properly functioning seatbelts and/or airbag light on the dashboard display the very first day I bought the car. They refused to let me exercise my right to return the vehicle when I realized it was having issues 2 weeks after I purchased the car which would be within that 30 days return policy.  I have a copy of the invoice I received at ******* for the cost of the seatbelt installation that state the date the seat belt was installed. and sending the airbag module to be reprogrammed at facility in MA. I also have all the original documents that I received at the time of purchase. I would need to go to my Local **** or office store to scan the physical documents into my computer to send to you all. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ****** ******

  Business Response

  Date: 12/01/2022

  Dear *****,
  I want to take this opportunity to thank you for expressing your concerns regarding your experience with your used vehicle.
  Please allow us to sincerely apologize for any frustration that you may have experienced in your attempts to resolve this matter, and we thank you for your patience.
  
  
  According to your statement of the concerned such as:
  Issue with your vehicle after purchase ;
  According to our dealership records , customer purchased the vehicle from the dealership without any dealership warranty (SOLD AS IS) , however customer has a warranty (service contract) through a third party “please refer to contract with lender for warranty details “. We informed the customer that to find any shop that have availability in the area since the warranty company works with any repair shop.
  If you have any questions, please feel free to contact SmartBuy St Louis location at ************
  .
  
  As always, we appreciate your business.
  
  Best Regards,
  Your Customer Service Team

  Customer Answer

  Date: 01/27/2023

  1/27/2023: I haven't heard from the company.  My car got stolen last week.  I don't have the vehicle anymore.