Dave Smith Motors

Dave Smith Motors responded

We regret to hear that you are displeased with your recent experience with us. When we are dealing with a trade-in, we don't know the condition of the vehicle until it is here at the dealership and we inspect it. This is the reason it is called a ballpark figure, aka an estimate that we give when dealing over the phone. There are times that trade-in vehicles aren't described accurately therefore, the trade-in value changes. Thank you for taking the time to leave a review. Have a great day.

mtnwarrior.69 responded

Your dealership DID inspect it, drove it, and gave us a quote 3 weeks prior and then verified it was the same VIN and no additional mileage was added to it. Furthermore, the salesman AGREED on the phone that morning on the sale price and trade-in price and then requested I provide a $500 Deposit which I did which meant we had a verbal contractual agreement on the phone followed up with a $500 Deposit and then 6 hours later I get emailed a sales contract with numbers significantly higher than what we had agreed upon that morning when I provided the Deposit. The entire process and customer service we received lacked integrity and professionalism. VERY DISSATISFIED!

Dave Smith Motors responded

On June 26, 2020 Mr. Polizzi took possession of his new 2019 Ram 2500 here at our dealership located in Kellogg, Idaho. He drove back to his home in Nevada. There were multiple calls and Text messages from June 29th, 3 days after Delivery to July 6th am, 10 days after Delivery. Never once was there mention of unusual wind noise, noise or screeching with the use of his Sunroof. *On June 29th, 3 days after Delivery Mr. Polizzi emailed his Sales Consultant with a message to his Accessory Consultant requesting a copy of his Warranty Coverage for Smart Shield, ceramic coating that was applied. *On June 30th, 4 days after the Delivery, we contacted Mr. Polizzi with a "Follow Up" call to thank him for his business and to share with him the nature and importance of the MFG Survey he would soon be receiving. His response was "OK, Thank you". *On July 3rd our Sales Consultant received a Text with a picture of a "vinyl thing that was folded up in a plastic bag under the back seat?" *On July 4th at 10:11am, 8 days after Delivery, Mr. Polizzi called in to the dealership and left a voice message asking our Sales Consultant if he had seen the picture he sent over the day before as he was wondering what it was for. He completed his call saying "great truck, everything good." *July 6th at 6:57am our sales Consultant responded back via Text to Mr. Polizzi' question, "That is your cold weather Grille cover." 7:05 am, Our consultant than texted him asking him "how was the drive back home?" His response was the following: 7:24am, "I really do like it. Drive home wasn't bad at all. Didn't feel beat up after 12 hours on the road like you would expect. Really rides nice and super comfortable." 7:59am, "Yeah these new Rams are like Cadillacs with the way that they ride and their seats are so nice." 8:20am, Mr. Polizzi last response was "Yeah, super happy with it. That ceramic coating (Smart Shield) is a must have too. I've put 50 miles of hot, dry and dusty desert dirt road on it and it barely looks dusty." There was never any mention or inquiry about the "great deal of wind noise" on his way home or "screeching" he and his wife experienced when he got home from Idaho and they opened the Sunroof while on their drive. The first we learned of the damage Mr. Polizzi' Roof sustained was 47 days after the Delivery. The above information, all the pictures combined with the response we submitted to Mr. Polizzi on August 13, 2020 at 17:40, was presented to our GM by Upper Management for his review. They together carefully reviewed the pictures, the facts, our procedures and inspection process' that took place prior to Mr. Polizzi' Ram leaving our premise. They discussed all the information and he came to the same conclusion that Upper Management originally rendered, this damage did not occur here at Dave Smith Motors. Our GM is in complete agreement with the decision made by Upper Management: Sent on August 13, 2020 at 17:40 Good afternoon Mr. Polizzi, Thank you for your patience! It was extremely important to carefully research the Damage your Ram has just been identified with by Dolan Dodge Fiat there in Reno. We have several Inspection Process' in place for identifying any issues prior to a vehicle leaving our premise. We have these Inspection Process' in place as it is critically important for our dealership, as well as our customer, to know the condition of the vehicle at the time of the Delivery. We are genuinely sorry to learn about the Dents in your Roof! It is a quandary as to where this may have happened and what caused those multiple Dents! After researching in depth with each Department and each person directly involved with your specific vehicle here are the facts: *I spoke with our PDI Manager and he provided to me a set of Pictures as well as the paperwork from the Transport Company when your Ram was delivered to us from the Plant. The pictures of all four sides of the roof along with the paperwork showed clearly there was No Damage to the Roof upon receiving it from FCA LLC. *When your vehicle was sent up to our Accessory Shop initially to have the Mud Flaps Installed on June 25th they performed an Inspection and they Documented No Exterior/Interior Damage. *That same day, June 25th the Smart Shield was applied to your Ram. Our New Car Detailers are the techs that apply this product. Your Ram went through a very careful Inspection prior to that application! The Detailer is not only removing any residue but also looking for damage of any kind, any size. If any scratches or damage are identified he will not apply the product but first have the issue resolved and then apply the Smart Shield. The product is applied by hand with a cloth. All exterior painted surfaces are being touched. Not only was the surface Inspected with the eye but also now with the hand. If there was a Dent it would have been seen as well as felt. They never get on the Roof or apply body weight as they know the metal is thin on the Roof. The surrounding Frame is very strong though. Yesterday I was able to speak with the Department Manager and learn who the Detailer was that applied the Smart shield to your Ram. This morning I had the opportunity to speak in person with that Detailer. I first asked him how he applies the Smart Shield to the Roof of a Truck. He responded that if a Crew Cab he will Open all 4 Doors and stand on the Door Jam as it is easy to reach and he can see. If a Mega Cab, he will get in the bed of the Truck as well as the 4 Door Jams. I then showed him the pictures that Doug from Dolan Dodge took for me yesterday afternoon. I chose not to show the pictures prior as I wanted to hear first his process with applying Smart Shield. When he saw the Dents and their location he stated he would have definitely seen them plus felt them. He stated there was no way he could miss them. *The day of Delivery on June 26th you chose to have a Bug Shield installed as well. Again, our Accessory Shop upon their inspection Documented no Exterior/Internal Damage. All this information combined with what you shared and Doug, your Service Writer at Dolan Dodge Ram provided was presented to Upper Management for their review and direction. The decision that was rendered was that Dave Smith Motors is not responsible for the Roof Damage due to our Documentation and Inspection Process' that took place in preparation of your Ram for the Delivery. Other information that was factored in was the length of time, in your possession for 21 days after delivery and with Dolan Dodge Ram possession for 26 days. We are deeply sorry Mr. Polizzi for what has occurred, it is extremely unfortunate!

jpoldad responded

Whether or not Dave Smith Motors knowingly sold a vehicle with dents in the roof I cannot say. What I do know is that they are the only ones with 'need' to be anywhere near that roof when they applied the Smart Shield product. I can say with 100% certainty that those dents were in the roof when I took delivery. I am taking the word of Dolan Ram in Reno that the dents are what caused the sunroof to fail 21 days after buying a BRAND NEW truck. All I am asking is that the repairs be paid for by Dave Smith Motors. It seems odd that they would spend all the time, effort and money to try to show how they weren't at fault when they could have applied that to fixing my truck and saved the bad review. I would gladly remove my review if they would just do what they should have done in the first place.

Dave Smith Motors responded

Thank you for your feedback. We regret to hear about the situation you have described. Due to circumstances surrounding Covid-19 we have had a high volume of interest in our vehicles, and as we diligently strive to get back with our customers it looks as if we fell short. Please reach out to us so we can work towards a resolution. Thanks again for bringing this to our attention. We hope to hear from you soon. All the best, Dave Smith Motors (208) 784-1208

Dave Smith Motors responded

We do regret that your sales consultant neglected to tell you about the recall on the parts/brackets for the Tonneau cover. Our Customer Relations Manager, Sherry Quick genuinely cared about your situation and responded quickly with a solution. We do apologize that Sherry wasn't able to return your calls while she was out of the office on scheduled time off, but she would not go through all of the effort to order the parts that were needed to help take care of the situation and then ignore you. We regret that you weren't satisfied with your experience at Dave Smith Motors and we are truly sorry that the efforts to conciliate the situation weren't to your standards. Have a nice day!

Dave Smith Motors responded

We regret to hear that you are displeased with your experience with us. Falling short of meeting your expectations is not to the standards we strive to achieve. Thank you for providing this information so we can improve upon our services. We would like to get more details about this; please reach out to us at your earliest convenience at (208) 784-1208.

Dave Smith Motors responded

Hi Craig, we regret to hear that you are displeased with your recent experience with us. Please accept our apology on behalf of FCA, LLC for their error. We are grateful that FCA, LLC is excellent in standing behind their product and will have the issue resolved under their factory warranty that they extend to each of their consumers of their product. The $100 check was a "Goodwill Gesture" from Dave Smith Motors as travel assist to and from our dealership. We value you and your business! Thank you for that opportunity Craig! Have a wonderful day.!

Dave Smith Motors responded

We are very sorry to hear about your recent experience with Dave Smith Motors. We strive to treat our customers with respect and courtesy. Thank you for taking the time to send feedback. We will use it to improve on these issues in future. Take care.

Dave Smith Motors responded

Hi Chloe, it is disheartening to hear about you recent experience with Dave Smith Motors. We strive to make each buying experience the best. I am so sorry we fell short. Thank you taking the time to share your feedback. We will use that to improve in those areas of concern. We hope that you will consider giving us another chance here at Dave Smith Motors.