Smart AutoCare

I took my truck in on a check engine light on Friday 2/16/24. It was determined it was the fuel injection pump and cause of the cost it would have to go to an adjuster and that could not happen till Monday 2/19/24 and was also recommended by the dealer to leave the truck there because they have seen if the Milage does not match they have force the process to start all over again and would reject your claim.

So they got me a rental car. The dealership talked to the adjuster on Monday 2/19/24 and found an after-market pump for 900 when these pumps run normally for over 3000. The dealer called me to ask if that was ok or if would I be willing to pay the difference with the part they had in stock. Which was 3000 more on top of what they would be willing to pay.

I said I take the after-market because did not just have 3000 dollars lying around. So they told the Smart AutoCare aduster to order the part. I called the dealership back on Wednesday 2/ 21 to check the status they said they had to send some additional information. I called the dealership back on Monday 2/26/24 to check the status they said we just got off the phone with the adjuster and he forgot to send the approval email out but the part was on its way.

I then called the dealership on Wednesday 2/28/24 to check to see if they got the part still no part and still paying 40 a day for a rental. So Thursday morning I decided to check with Smart AutoCare the customer service rep told me she saw an approval for the Part on 2/19/24 and called the supplier which reported back they had nothing in their system for that VIN or Part. I asked to talk to the Adjuster and was cut off before I could talk with him. So I called back and went through the same story and the rep stated the part was just ordered and asked to talk to the adjuster to get the story since now I have been paying for a rental car for 2 weeks.

I finally talked to the adjuster he stated that the part that was approved on 2/19/24 did not exist and he thought was weird because it was only 900 when they normally around 3500. BUt got it on order it should be over night and get there to the dealership on Friday did not happen. I called on Saturday and the Rep stated he saw that going to be shipped by FedEx but did not have the tracking number and there was no one really to talk to on the weekends about it. So I called this morning to talk to a rep and her supervisor.

I asked what going on I am now up to a 720 rental car fee. The dealership with the markup was if they would get the right part in the first place if I wanted to use their part would be 800 on top of what Smart AutoCare would pay and would have my truck back on 2/19 or 2/20. But now I still do not have the part that is supposed to get there tomorrow. which means it would been done right upfront I would paid at the most a week of rental car fees now I am paying 3 weeks' worth.

I also brought up the point if I had not called about it back on 2/29 I would still be waiting and when I told that to the supervisor he said that was not true and I had to throw the flag on it. I am sorry I understand this busy world but when you mess up you own and make it right.

I am a person who normally does not write reviews but something that should cost me 800 to get fixed is now doubled because of how it was handled. What a joke

On Dec 5th I had my car towed to the Infiniti dealer of Orlando.

On Dec 6th Infiniti submitted inspection info.

On Dec 13th we finally heard back from warranty company (JD). Stated that they will provide engine but Infinitis rate ($230) is over the average rate that the warranty company will pay for ($145).

And that Id be responsible for the cost. JD (warranty rep) suggested that I shop around to other shops to find lower rate to avoid me having to pay any balance. I spoke it over with the Infiniti shop and they were willing to reduce the rate to $199. JD stated that Id be out of $3000 with that rate.

I began shopping around and found Service Center of Orlando.

On Dec 19th, I had my car towed to Service Center of Orlando. Spoke with head mechanic Richie. On Dec 22nd, they completed the diagnostic test and results were the same as Infinitis. I need a new engine.

This information was related to the warranty company on Dec 27th. A claim was created. Claim number: 2312-1****. On Jan 3rd, the warranty company requested an estimate.

The estimate was emailed over same day. Richie provided a screenshot as confirmation for my records. On Jan 5th the warranty company sent out an inspector. The inspector checks the car and inform Richie that the car needs a new engine and he will suggest this to the adjuster (JD).

We could not get in touch with JD for a number of days and on Jan 11th, he contacted Richie and stated that they will only replace the coolant reservoir because the inspector stated that there was a leak.

Richie informed JD that the inspector never performed a test on the coolant reservoir nor did he request the auto shop to do so. Richie emailed JD a video and picture of them testing the coolant reservoir during the initial inspection, no indication of a leak, with that JD stated that he spoke with his supervisor and they will only cover the coolant reservoir replacement.

Ive paid on this warranty for 5 years, never had a problem with my car. Routine maintenance and ware and tare on tires, wiper blades, brakes etc.

Please assist.

Im still without my car and still paying on the warranty. XOXO.

Please make sure you read the reviews about Z-imports on Google as well as there are plenty of bad practices to note.

1. They sell a sleezy warranty from Smart AutoCare owned by Owner Shield that uses lots of tactics to not pay or pay close to nothing

2.

They sell cars that their mechanic tries to hide faults and issues with them

3. Always have a used car inspected.

Our sales person started schmoozing using mutual acquaintances so I did something I don't do and didn't have the vehicle inspected (which would have definitely made us run away with the structural frame rusted apart in places, the oil pan completely loose and rusted out and several other issues that the warranty wouldn't pay for and we were stuck with

4. They supposedly have a mechanic on site to do the warranty work but he's never available to get your car in and even if he was he would just do a band aid and not a fix.

Smart Auto Cares customer service is absolutely horrible! My GMC Canyon has been sitting at the dealership for weeks as they and I jump through all the hoops for repair.

Repair was approved by the adjuster but parts had to be provided by their supplier.

Twice now, parts have been delayed in shipping with the most recent still pending in tracking. While I do understand that SAC cannot control FedEx deliveries, they certainly can let the shop that is working on my vehicle source the parts locally or reship then file claim with FedEx.

Additionally, when I or the service advisor from the mechanic have called SAC, hold times are extremely long (sometimes over an hour) and phone calls are not being returned.

I just spoke to Joe, a power train supervisor today, phone number (214)389-**** he was going to return my call and did not. My service advisor has placed multiple phone messages with another power train supervisor again with no return call.

Very disappointed with the lack of service provided from Smart Auto Care.

Absolutely DO NOT BUY one of their warranties and DO NOT listen to the dealership trying to sell it to you.

Living in Indiana, we have snow and ice which means our roads have salt on them sometimes up to 6 months of the year. Buying a vehicle that is 10 years old means there is probably a bit of rust on the vehicle.

NOT everyone sprays a commercial coating no the underbody of their cars but yet the dealership (Z Imports in this case) sells you a vehicle with rust and sells an EXCLUSIONARY warranty that should cover parts on your car.

However, you file your claims and they deny everything. They argue with mechanics about parts pricing EVEN when they are spot on for retail. They try to pay the mechanic LESS THAN the parts cost and then they decide to deny stuff because of a spot of rust.

After thoroughly reading all THREE pages of small print, there is NOTHING about RUST being the exclusion in exclusionary.

The dealership (Z Imports, Indianapolis) in this case sold it to us under the premise that its exclusionary and pays for about everything and we could have piece of mind since our son would be driving this vehicle away at college... but's its been anything but piece of mind.

It's a complete rip off ...

Save your money.

Put a bit back every month for repairs on your own as that's what you are with this warranty... ON YOUR OWN AFTER PAYING FOR A SERVICE WHERE THEY KNEW THEY WOULD NOT BE UPHOLDING THEIR END OF THE DEAL

This company SMART AUTO CARE has managed to provide the worst customer service experience ever. My claim (230*-***) was filed May 2nd 2023.

It is May 25th 2023 still nothing, nothing has been done. The adjuster has called me once. The repairs in the claim are clearly covered in the contract yet they are just stringing me alone. The adjusters (I have had 2 of them) will not answer the phone, neither will their supervisors.

Bottom line I have paid all monthly premiums promptly and ontime.

In return the service I have received is non-existent. This company SMART AUTO CARE has not delivered anything for except disappointment.

KMHL44J21NA228434 VIN#

Hyundai Sonata

Please read previous conversation notes from previous week.

I received a voicemail mail from "John". Please confirm that I have pictures of both the wheel and tire damage.

I must insist that the cost of the Pirelli tire that I replaced due to the fact 1) We never received a policy from you. 2) you are a 3 party contract (unknown to me).3);we have confirmation from AAA Northeast Bank that we paid $531.00 to AAA 4) we are unaware of any authorization required by your company 5) there are no service companies on your list that are willing to work with your insurance 6) no service companies which cover specialty services 7) no service companies in my area.

Please send me a supervisor name and address so I may submit pictures, service's which I paid out of pocket.

I await this information

Buying an exclusionary warranty is expensive and you want to make sure you don't waste your hard earned dollars. That's what Smart AutoCare is.... a WASTE OF MONEY/TIME/ENERGY

They are on the look out to make sure they deny your repair claims.

We've had two horrible experiences with them -

BAD Experience One: Read contract. Shows struts are covered. Called SmartCare to discuss and they said yes they are covered. Go to the shop and claim was submitted. SmartCare tried to deny it because they were convinced that the repair was shocks not struts. Then a condescending manager at the warranty company was awful to work with. I asked to be able to send pictures over as they were definitely STRUTS not shocks and he refused to accept any pictures. Then he made a statement to me (female) that he doubted I knew the difference so wasn't qualified to question his authority. Well jokes on you jerk, I do know the difference and what each one does and here's the explanation.... Silence on the other end. Then he tried to say the part number showed it was shocks. I looked up the part number which CLEARLY stated struts. They back talk, double talk and try to treat you like an idiot all so they try to wear you out and you give up and they keep your money for a worthless contract. After days of going back and forth and contacting an attorney they finally decided to cover part of it. Whatever.....

BAD Experience Two: Tie rods are clearly shown as covered on the warranty. I call and they again state yes, take it to a shop and we will cover the repair. Fast forward to the shop receiving a denial because there's rust on the tie rods (underbody of the vehicle). The warranty does NOT state ANYTHING about underbody's of EVERY USED vehicle in a state where winters are rough and roads are salty that all underbodies have to stay spotless without any rust or corrosion. The vehicle has lived through 10 winters and 95k miles and they are stating the tie rods going out are normal wear and tear due to the rust?????? Seriously?????? How about you put in writing that you expect vehicles in states where its cold and winters are rough on vehicle underbodies that all underbodies are maintained to where there is NO rust on the underbody. Oh you wouldn't state that because then you would sell NO warranties in MI, IL, OH, and other states where winters are tough and salt is on the roads. This is the MOST ridiculous *** I've heard. You expect a 10 year old vehicle in a heavy winter state with 95k miles to have absolutely NO evidence of rust on the underbody????? What the *** is your extended warranty really for?

We bought a USED vehicle and were lured in to a FALSE sense of security by purchasing an exclusionary warranty to protect our son from expensive potential repairs. The sales process is a complete LIE and the warranty is complete CRAP.