Auto Smart, LLC

I received an email this morning from Cars.com regarding a review that you posted. You went through great lengths to highlight some details of our interaction but, sadly, many of the other important details were left out of the review. I take all feedback about my company very serious. It is too easy to damage the reputation of a person or company so easily with the push of a button. So, in an attempt to help you have a clearer understanding of any miscommunication you felt you may have had, I would like to take this opportunity to address you and your review regarding this experience. I am a bit confused. You mentioned at the start of your review that, "you have never dealt with such a slow unresponsive sales person as the inept owner of this dealership was", but if we go back through our entire interaction from start to finish, with the exception of the last two days when your emails were being directed to the SPAM folder in error, it is very evident that I communicated with you quickly and directly through the whole process. You were answered when I received an email and I was thorough with every response. I would also like to add that the timing of your emails fell in line with July 4th holiday weekend and other personal travel that our entire staff was taking; neither of which I allowed to interfere with my willingness to keep in touch with you. Based on the exchange of emails between us, I would venture to say most people would agree that you were addressed pretty quick given the holiday and travel amongst everyone. I told you on in our very first email interaction that I was traveling into Toronto, Canada where I had very limited phone or Internet service that morning. I also told you that I needed to verify if the Jeep had been sold or not in the prior day. I followed through with you later that evening explaining to you that we had a legitimate deal written at the Oneonta, NY location. Our F&I Manager needed to verify a co-signor for the potential buyer. That buyer had submitted a $5k cash down payment that we were holding in escrow. At that point, there was a clear legal, moral and professional obligation with that buyer to let them secure a co-signor if needed. It was a holiday weekend and there were limitations with access to customers, co-signors and banks from late Friday until Tuesday morning. At this time, you clearly understood the circumstances and you were okay will all of this. I also told you that I would follow up with you "after" we knew more about the deal on the following Tuesday. As Tuesday came to a close all of the banks had not yet corresponded with F&I. Given the unhopeful responses the F&I Manager had up until Tuesday evening from the first few banks, it appeared that the deal may fall apart with the customers co-signor. In an attempt to keep the deal together, the F&I manager gave the customer another opportunity to secure a different co-signor while he waited on a decision from the last two banks. As promised, I immediately contacted you on Wednesday morning. I was very open and honest about the circumstances with the other customer. It did not seem promising. But we had a legal and moral obligation to follow through to the end with the current customer. You asked when you could come test drive the Jeep and when. I immediately replied and advised you to let us wait out the process with the first buyer before traveling a great distance and that I would contact you with the final decision. We didn't hear from the bank until 7:30 that evening. I received notification of that decision while checking emails early the following morning. I immediately went to contact you that the Jeep was all yours and found two emails from you in response to the prior days messages in the spam folder. I immediately replied to you. I also followed up with a phone call later in the day and another email that afternoon. You didn't reply to any of my messages. So why the bad review?

Thank you Jason! This is true testament to the hard work and dedication we strive to give to each and every one of our customers on a daily basis! Congrats on your new purchase!

Thank you Ed! It was a pleasure working with you! Enjoy the new van!

I'm sorry to hear about your experience with my company. However, I do not have sales personnel which is leading me to believe you have gotten us confused with another dealership. Every customer deals with me, Mike Kinner, the owner. And if I did not return your call I apologize. But you are claiming that a salesman made "numerous" promises, therefore, I know you have me confused with another dealership. There are very few instances where we will not return a customers call. We have an outstanding reputation in the Southern Tier for helping customers get what they want and deserve. Once again I apologize for your experience.

Thank you sir for the honest review. And to any of our potential customers that read this; we let all our potential customers take any vehicle of interest to their mechanic of choice for a a thorough review and a clean bill of health. Just ask us and will assist you in anyway we can!

Thank you so much for the honest review! We are glad you are happy! Please remember us on your next purchase!