My Experience with Smart of Boston
Wow, horrific to sum it up =). Here is an email I sent you can get the gist from it in regards to my dealings. Just a heads up if you plan on working with these guys.
This all started when my business consultant suggested I get one of these vehicles for fuel savings and to attract attention to my business when we head out on estimates/sales calls.
I was delighted to receive a call only a few days after original contacting Herb Chambers telling me they had a car available that met the criteria I had been searching for and then some.
After a very brief thought period I called and put my $1000.00 down payment on this car. I told them I would be financing it through them, so they told me they would be in touch for my information. It took two weeks to finally get someone to get a hold of me, even though I called numerous times. This got me a bit nervous, but the new guy who admitted the previous gentleman dropped the ball seemed to be fairly with it. Doug (the financing gentleman) actually held his end of the deal together and everything went through without hitch.
So this brings us to the next stage, I was in limbo for maybe another week, with no idea of where we were in the stage of my car purchase. Finally I was able to get a hold of someone and asked for my inconvenience that they tint my windows. After calling back about 10 times, the sales manager Umer Iqbal finally called me back and agreed to tint my windows. This 1 hour job delayed my on time car delivery though I told them I needed this car before I left the country on the 22nd of August. I was assured this was no problem. Every time I called however no one knew where the tint guy was or when he would get to my car.
FINALLY, the tint guy came and tinted the windows the 35% I requested for my state legalities. So I am assured again this would be on the truck and to my house before I leave for vacation on the 22nd. Well day after day, I am calling to get an update. Half of the time it would ring continuously then an automated voice would answer telling me the party is not available and hang up on me. The other half I would get a receptionist who told me EVERY SINGLE TIME for a month that either Francia (sales lady) or Umer (sales manager) were with clients. I would repeatedly leave messages, and would never get a return call in a timely fashion. I mean never.
So I am leaving the country I ask if there are any loose ends that need to be wrapped up, again I was told nothing was needed, it can all be handled with the info they have. So 3 days into my vacation (in Alaska where there is no signal on cell phones) I finally get a message that they need a copy of my license. After going through heck a day later I get it to them. I am then told that I need to get them proof of insurance. WHAT? I am 3800 miles away in the middle of no where, and I have to take care of this after going over and over again with them that everything is ready to go. More inconvenience.
Then there is the final delivery. I asked it set for delivery on Saturday the 30th. This, again I am assured, they can do. Well 7pm at a Chicago airport I get a call, this is on Friday the 29th, that my car is set to be delivered in one hour. WHAT? Then I am told I need tog et it off the street because it has no tags. WHAT? What is going on here? So I have to call around frantically while I am in an airport to set someone up to meet the truck driver, and get it into a garage so that it is not towed. This is not an easy task on a Friday night.
SOOO, finally I return home on Saturday, get my car, and of course there is no tags, not even temp tags.
Francia, my sales girl has no idea where they are she told me she herself sent them out on Tuesday and she will look into it as they should have been there by now. Well for the next week and a half I call and leave messages for both my sales girl and sales manager. To my surprise, every call results in the same response, that is that they are with customers I will can leave a message. This is followed by the same action from them, nothing, not a call back, no update, nothing. Finally at nearly two weeks of staring at my car I sent a stern email to which I finally get a phone call from my sales girl. Of course nothing from the sales manager to whom which the email was addressed.
This call is to tell me that she called the registration office, and my tags will be at their office the next day, after which they will over night them to me. OK, well she told me she mailed them out three weeks prior herself, and they were lost, but ok another lie at this point is just another lie with these folks. I get a call the following Monday that they have my tags, and they will mail them out as soon as I pay them an additional $384.00. By now, I am so disgusted I cant see straight, and though I repeatedly ask to speak tot he manager about this, email, and leave messages I don't hear a peep from him.
I demanded a $1384.00 refund on my shipping and tags, and have never gotten a response to my emails or phone calls. I have now had my car on the road, and have yet to hear from Umer the sales managers after weeks and weeks of phone calls, and requests even emails. I think this is very fair since I put $200.00 - $300.00 in fuel in my Navigator weekly, as well as paid for insurance and a car payment for a month of non-use do to dealer negligence.
I have bought many new cars and trucks owning a business, and I have never in my life experienced anything like this, and this is from a Mercedes dealership. Though I need to purchase another smart car for my salesman, I certainly will not get it from Herb Chambers, and it may possibly be another car all together after this transaction.
I sure hope this does not fall on deaf ears, as this dealer should certainly be made to accept responsibility for the way a customer has been dealt with.