Jerry's Auto & Towing Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: My complaint was that I was unable to start my car, I telephoned the [redacted], and after four visits from technicians in Jerry's trucks, my battery problem was still unresolved.  On the first visit, my vehicle was in front of my house, the technician tested the battery, said I needed a new one, and sold me a battery.  An hour later, I went on a trip of 0.3 miles.  When I returned to my car in a parking lot, I could not start it.  I telephoned the [redacted], and a technician from Jerry's appeared (the second visit).  He checked the battery, said he received a message to replace the battery and that he would call his office.  Another technician with a Jerry's truck arrived (the third visit), tested the battery, received the same message, jump-started the car, and I returned home.  The next time I attempted to start my vehicle, it again appeared to be dead; again I called the [redacted], and a truck from Jerry's with a technician appeared (the fourth visit).  He jump-started my car and I went directly to a [redacted] dealership. They tested my battery and received the report, "REPLACE BATTERY."  [redacted] replaced the battery and I have had no further problems with my vehicle.  The [redacted] and the Revdex.com each suggested that I telephone Jerry's in an attempt to resolve the issues before making a formal complaint.  When I telephoned Jerry's, the person I spoke with was adversarial, combative, extremely rude, and hung up the telephone on me.       Despite the fact that Jerry's trucks and technicians made four calls without solving the battery problem, and that Jerry's sold me a defective battery, Jerry's has refused to assume any responsibility in the matter.  His defense is, "We follow [redacted] rules for battery warranties." However, when I discussed the situation with the [redacted], they said that the policy cited by Jerry's would not be reasonable and does not apply in a situation such as this. I have already received the check from the [redacted].      Jerry's responded, "The battery did not test bad [sic] during any of our trips to the customers [sic] house."  This is either an untruth or represents confusion on the part of Jerry's.   My first paragraph explains the true situation.       Jerry's responded, "The customer bought a battery from a different location removing the [redacted] battery."  Yes, after four failures by Jerry's, I took my vehicle to a [redacted] dealership, clearly a prudent decision on my part.      Jerry's responded, "Under [redacted]'s rules, this voided his warranty."  This is clearly not true in a situation like this, corroborated by their discussion with me and their sending me a check.                                     ...⇄ Jerry's responded, "My employee who the customer said was adverserial [sic] tried to explain to the customer several times and several ways that we have to follow [redacted]'s rules."  Jerry's was unable to explain "[redacted]'s rules" to me because what he said     was clearly unreasonable and were not [redacted]'s rules.       Jerry's responded, "Under [redacted]'s rules this voided the warranty."  These are the words of Jerry's; they are not the words that I heard directly from the [redacted].  The check I received from the [redacted] was hardly their response to a voided warranty.     In closing, Jerry's responded, "Since the member was already refunded in full by [redacted] who is the responisible [sic] party there is nothing for me to offer."  [redacted] still does not get it.  He owes me an apology.Sincerely,[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We follow [redacted] rules for battery warranties. The battery did not test bad during any of our trips to the customers house. Let me be clear that when we warranty a battery under [redacted] there is no out of pocket expense to us. If the battery test [redacted] requires fails we change the battery and submit the...

battery for warranty to [redacted]. The customer bought a battery from a different location removing the [redacted] battery. Under [redacted]'s rules this voided his warranty. I cannot go against the rules set by the [redacted] club which we work for. My employee who the customer said was adverserial tried to explain to the customer several times and several ways that we have to follow [redacted]'s rules .[redacted] tells us what we can and cannot warranty we do not make this decision they do. The customer was directed to file a complaint with [redacted] since they were the ones refusing to warranty the battery.The customer does not mention in his letter that he did file the complaint with [redacted] and [redacted] refunded him the money due to the number of times he needed service regardless of what the test showed and that he had the battery removed breaking his warranty.Since the member was already refunded in full by [redacted] who is the responisible party there is nothing for me to offer.

Review: I was unfortunate enough to have my car towed against my will to this location by this business. A 'spotter' was planted who followed me more than a block after I left my car at a private lot. This was unbeknownst to me until after the fact, as the only signs alerting that the parking lot is private appear to be two small and obscured signs at the entrance and nowhere near where I parked, it is a large shopping center. They told me I was videotaped leaving the parking lot. They knew exactly where I went and that I was a female and alone, 10 minutes later my car was towed. I became aware of the situation when I returned to the lot for my vehicle. There were already police on the scene because another young woman (who was also driving alone) had her car towed though she had proof of patronizing one of the restaurants in the shopping center. When I called to retrieve my car they dispatched an employee who threatened me at their closed lot on the abandoned service road of the Long Island Expressway late at night. Their employee demanded I get in his truck with him and became menacing and threatened me when I did not. He used derogatory and abusive language and slurs, he shook a metal flashlight at me and shined it in my eyes. He did not have his license displayed. I did not raise my voice or insult him in any way in attempt to stay calm, rational and safe. I managed to get my car back and escape relatively unharmed minus $282 cash, but fear for someone who might not be as lucky. I called to speak with management the next day that they were open and explained the events of that night. I informed him that I had spoken with local police the next day following the incident. The [redacted] did not identify himself by name only as the "[redacted]." He said that I could complain all I want to local authorities, Revdex.com, consumer affairs etc. -- they do this and get away with it every weekend and nobody cares. That what they did broke no laws. That I was asking for it and deserved what I got. Unfortunately for myself and the other residents and visitors of the town of [redacted], this [redacted] was correct in that the local authorities have no course of action unless or until an act of violence has occurred. I will focus on the resources of consumer advocacy groups to bring awareness to this matter.

We have all read the unfortunate stories about the bad things that happen to women in these types of situations. Predatory acts against women whether implied or acted upon should be condemned and not dismissed or rewarded in the sum of $282 cash. I accept personal responsibility for failing to see the private parking sign but do not deserve charges in excess of the norm or to be degraded and threatened with acts that I do not care to speculate on.Desired Settlement: I would like $282 returned to me. If they do not wish to comply with this request, I would like them to donate $282 to a charity that supports the prevention of violence against women in a gesture of sensitivity and repentance and submit proof of that to me. I would like them accept personal responsibility and not be allowed to treat another human being like this again.

Business

Response:

The parking lot the customer was towed from is private property that has

a posted security guard. The security guard contacts us to remove cars

from the parking lot. They sometimes advise us why the car needs to be

towed. Most often the guard who is employed by the property will video

tape the people leaving.

This person left the scene as observed by the guard. We responded to the scene and removed the car from the private property.

The

customer is correct that we were later called to the lot to remove

another car but the person was able to provide proof to the security

guard at the location that they were patrons.This car was not towed for

that reason.

The customer arrived at my shop sometime later to

retrieve her car. We do not release cars at night but she pleaded with

the driver to release it. He released it against my rules. He collected

the proper amount of money from the customer, she gave him the keys and

he released the vehicle.

I reviewed the recordings of what went on

at my shop and while there is no audio, at no time do you see a

flashlight in hand, shone into anyones face, or was a driver ,of which

there were two at the shop, even sitting in a truck to tell someone to

get in.

The customer claims that she called the shop but I spoke to

no one in regards to this, nor did she get a name of who she spoke too.

The

property is private the sign are metal 18 inches by 12 inches at each

entrance and exit as required. The person is responsible for where they

park.

They parked on private property and left that property . They

were not patrons as they admitted in the letter and the security guard

called us.

This is why they were towed and falls well within the strict laws that govern this.

If the customer still wishes to speak with me they may reach me at my office ###-###-####

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The statement in response to my complaint written and issued by the representative for the business, who has identified himself as the [redacted], is replete with statements that are 100% inaccurate or untruthful whether they were made in error or done deliberately to deny fault in this very serious matter.

If the video recording was actually viewed this is what would have appeared between 11:06pm and 11:46pm on Saturday July **, 2014. ?Fact: I arrive at Jerry's Auto at 11:02pm. I get out of my friend's car and call their phone number. I am standing in front of the shop, which is closed. I can see my car behind a gate, which is locked. Their answering service takes my number and informs me a driver will call me back. This is the first time I am made aware that the shop is closed.

(The conversation I had with the police officer at the shopping center where my car was towed led me to believe that I would be allowed to claim my car until midnight, and Jerry's Auto is listed as a 24 hour facility. I do not know where the police officer obtained that information from, or if I misunderstood her. She said that spoke to the security guard at the [redacted]r, who informed her that my car was towed after I was taped leaving the shopping center and somehow observed at another location in the town. She named the specific location. The other woman who also had her car towed was given the information regarding the whereabouts of her car, though she had receipt to prove where she had been.)?

Fact: The driver calls me back at 11:06 pm. I am still standing outside Jerry's Auto and my friend is in her car. We are the only two people at the location. He tells me that I must give him $282 in cash within the next 10 minutes or he will not release my car or let me get my house keys out of the car and that he is doing me a huge favor. At this point the driver tells me to go to the gas station about a block and a half away. I asked him if I could give a debit or credit card or check since I am not in the habit of carrying that kind of money on me and his response was no. He tells me he does this every Saturday night so he knows that is the closest ATM and it will allow me to withdraw the full amount. I get back in my friend's car and drive out of Jerry's Auto and to the gas station. My friend can confirm that Jerry's Auto is closed and there are no other people present, employees or otherwise, contrary to the statement made by the [redacted]. The ATM receipt shows the time of withdrawal as 11:19 pm.?

Fact: I walked back to Jerry's Auto and my friend waited at the gas station. It was faster to walk back due to where the shop is located and I was concerned that the driver would not wait in the time it would take to loop back. Though he was not nice in our conversation I did not think I would be in a dangerous situation facing him alone. For approximately the next 10 minutes I waited. If the footage was honestly viewed at that point it would show me alone standing nearest to the locked gate and furthest from the road under a light and near to the camera from approximately 11:22pm to 11:32pm ?

Fact: The driver pulled up to Jerry's Auto in his truck heading from the direction of [redacted] toward [redacted]. It was approximately 11:32pm. He pulled into the lot but does not drive up to me. I can see him in the truck, he puts a cigarette in his mouth and turns a flashlight on. I took a step or two toward him to make sure he saw me. Next the video will show him drive up in the tow truck to me. If you are actually watching this video tape you will see that there are not two other men at the location as the [redacted] stated, just me standing beside the truck and the driver in his tow truck.

Fact: The only two people in plain sight at Jerry's Auto between 11:32pm and 11:46pm were the driver and myself. The office was locked and closed. At around 11:34pm the video will show the driver pull the truck up to me. He shined the flashlight in my eyes at this point and demanded I get in the truck with him. I said "no I am not going to get the truck," and his language became menacing and threatening. At 11:34pm my friend (who is still waiting at the gas station) called me, I answered the phone and asked her to stay near by because the driver was demanding I get into the truck with him and I was starting to feel that I was in a potentially dangerous situation. The driver continues to stay in the truck at this point and I am standing outside the truck next to the driver's side. He asks for my drivers license and I hand it to him along with $282 cash through the window. He yells at me and shines the flashlight in my eyes because he had to stretch to reach my license and money.

Fact: 11:45pm shows two missed call from my friend checking to see if I was ok. I am unable to answer the phone. The video might not have audio but if there is any clarity to it you will be able to see that the driver is yelling, shines the light in my eyes and shakes the flashlight at me. It will show that I am crying. The only words I spoke were something to the effect of 'this isn't personal a matter, I just want to get my car and go home.' The response was vulgar and does not bear repeating.

Fact: The final minutes of the video will show me handing my car key to the driver, who has now gotten out of the truck. He unlocks the gate and backs my car out. He locks the gate, hands me a receipt, gets in his truck and drives off. At 11:46pm I am the only one left at Jerry's Auto, in my car crying.

The specific times have been noted by me on my mobile phone and I have taken screen shots to show the timeline. I'm sure if accurate employee records are kept, it can be easily proven that there were not the two other men at the shop during this time frame. Or more simply anyone who watches the video tape during the times I have specified will see the exact play by play I have described, and not the fabrication I have read in response to my complaint. There were also other inaccuracies in the response by the [redacted] regarding my follow up phone call to alert this business of what occurred.

Fact: I called the shop on Monday July ** at 3:28pm. The phone call lasted 9 minutes. I asked to speak with a [redacted] and was put on hold. A man picked up and I asked if he was the [redacted]. He asked the reason for my call and again I asked if I was speaking with the [redacted], to which he replied yes he was the [redacted]. I have already explained in detail the conversation that followed. Once again I am sure that if accurate time cards are kept, the person I spoke with can be easily identified.

The [redacted] claims in his response to my complaint that the driver "broke his rules" by releasing my car but does not really offer a reasonable explanation as to why this driver would do so, and given my experience with his employee between the hours of 11:06pm and 11:46pm I would not attribute this act to a fleeting moment of altruism or compassion. This is yet another red flag in a unfortunate incident riddled with warnings of wrongdoing.

If no wrong has been done in this situation, and the [redacted] has taken the time to look into the matter and review the video recording, then my question is why would he tell a completely falsified account of what happened that night and what the video tape showed in response to my very troubling complaint? These are not slightly subjective differences from the perspective of someone observing and someone who lived it, nearly every word written in his response is UNTRUE. Furthermore, in his response to my complaint why does the [redacted] keep referring to me as "they" or "this person" ie: "they parked on private property, "they were not patrons" and "If the customer still wishes to speak with me they may reach me at my office" ? I am not a "they" I am "she" and the misplaced pronoun says quite a lot regarding the bigger picture here.

The final issue that is not being explained is how did they know exactly where I went after I left the private parking lot? Can a security camera pick up accurate detail more than a block away? The name of the place I went to was specifically told to the police officer at the lot where my car was towed and the tow truck driver at Jerry's Auto. So my question is, how did they know where I went after I left the lot? A place that is in no way visible from the shopping lot to a security guard or camera. I am finding it too hard to believe this is merely happenstance, and though it chills me to the bone I am concerned of the possibility that they deliberately prey on lone females. They not only knew that I left the lot, they knew where I went and that when I returned for my car I would be getting in it alone. This is a very serious matter to me, more serious than $282.

Incidentally, I am a member of this community who has worked in the towns of [redacted] and [redacted] for over 7 years and lives in a neighboring community. I frequent the shopping center that my car was towed from and am known by several of the shop owners. I volunteer my time readily and am a law-abiding citizen. I did not deserve to be dehumanized, nor does anybody man woman or child. I do not look for trouble and would not readily bring harm or unkindess to anyone but would be remiss if I did not try to prevent predatory behavior, threats and acts of bullying to the next person who happens to miss a sign. I ask for honesty and accountability, as I have taken accountability in my statement. A business owner is responsible for his employees' behavior and business etiquette. Considering the response fraught with blatantly false statements by [redacted] and the treatment I have received from every person associated with Jerry's Auto I am reluctant to call this shop to say the least. I will continue my pursuit with every consumer advocacy group, local government and the local media and social media. I will also personally go to each shop in the [redacted]r, including the property management for the shopping center, and inform them of what happened to me. Just because Jerry's Auto and any other person associated with this incident didn't do anything illegal, as they keep reminding me their actions are well within the law, IT DOES NOT MAKE IT RIGHT. I simply do not feel safe in this town anymore, and that is a terrible way to feel.

er Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The customer admits to parking illegally on private property. We were called to remove the vehicle by the security guard that followed her and video taped her leaving the premises.

We do not release cars at night ever. The driver released the car against my standing orders after speaking to the customer, whatever was said in that conversation. We do not release cars at night to avoid dangerous situations, and situations with "he said she said" circumstances. There is no audio on the cameras outside for me to confirm or deny what the customer claims the driver said. The same goes with me being unable to verify that what my driver is saying happened in that conversation is fact.

The car was towed for being illegally parked , the fine is exactly what is in my contract as required with the building. I am well within the village and/or town codes which I am required to follow. I am not refunding any money.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The response made by the business now contradicts the earlier statement, if they truly believed they did not conduct business in an inappropriate way then I cannot seem to fathom why they felt the need to initially be untruthful. If there is a law that protects consumers in Nassau County against the behavior I experienced I will be searching for it and not rest until I have reached out to local officials to bring awareness to predatory towing acts in the interest of preventing such behavior from continuing. Once again the [redacted] repeatedly states that what they did broke no laws but just because what they did is not illegal DOES NOT MAKE THIS RIGHT.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I called AAA for roadside assistance with a battery problem. They call Jerry's and tell me they will be there in an hour to try to jump start my car. I call again over an hour later they say Jerry's cancelled the call. I make another appointment,. I call Jerry's directly. He talks me into having a tow truck come in case the battery is no good and did not try to jump start . I agree. My car is towed to Jerry's where they tell me they have "Top-of-the-Line" Exide battery and no other option. I see an Interstate Battery sign in their window but he already had the Exide battery ordered when I got there and I was not offered any options besides. I was very tired and could not argue since I really had no other option to get car repaired. Overall I paid $249.35 for a battery that lists retail online for about $85 he charged $160 for the battery itself. I feel I was grossly taken advantage of.'Desired Settlement: Refund. I'm sure their arrangement with AAA puts them at a great advantage when dealing with stranded motorists and they should not be in a position of power.

Business

Response:

I will address each point in the order noted in the complaint. We received the first call for [redacted] but that was cancelled by AAA. We do not have the ability to cancel a AAA members call. This must be done by the the Motor Club. I called them today to verify this and it was confirmed to me that it was cancelled by them. The second call according to AAA was for Battery Service not a regular jump start. We had many battery service calls and advised [redacted] of this.We let him know it would be some time so as an alternative we offered him a tow back to our shop where we could test the battery and replace it if needed, he accepted.

We tested the battery and advised him of what he needed and the cost. He agreed to have the battery installed. This is a 35 series Exide battery that lists for $160.79. I can assure you this is not an $80 battery in any quality brand.

We do not carry Interstate batteries and the only "interstate battery sign" I have anywhere at the shop is a small pull sticker for the small mechanics entrance to the bay from outside which is not a customer entrance. The sticker measures 4 inches across by 4 inches high.

Upon reviewing the members receipt the only thing he should not have been charged for is the diagnostic fee of $39.95 . AAA covers the testing of the battery under his membership because the call from AAA came over for battery service.. We would refund this 39.95 without question.

[redacted] needs to also be aware that as a Approved Auto Repair facility for AAA our prices are strictly monitored. He can check the prices of that battery with them to see that it is a fair market price. He can come in anytime for his reimbursement of $39.95 plus sales tax.

Review: On 11-**-14, I was unable to start my car. I notified the [redacted],, and within an hour a man from Jerry's arrived. He tested my battery, said I needed a new one, sold me a new battery, and installed it. He was very pleasant, I gave him a five dollar tip, and went off on my way. The next time I attempted to start my car, the battery again seemed to be dead. I telephoned the [redacted] again, and within an hour, a man from Jerry's arrived the second time. He was extremely nice, tested my battery, and said he received a message to replace the battery. He telephoned his office at Jerry's and they said they would send another man to the site. Another pleasant man with a truck from Jerry's arrived within an hour. They started my car, I gave them a five dollar tip, and went off on my way. The next time I attempted to start my car, the battery again seemed to be dead. I notified the [redacted] for the third time, and within an hour, a truck from Jerry's appeared for the fourth time. The man was extremely nice, he started the battery, I gave him a five dollar tip, and went off on my way. This time I went directly to my [redacted] dealer. They tested the battery and replaced it, I have had no problems with my vehicle since then. Today I telephoned the [redacted] for the fourth time, told them the story and that I had the [redacted] battery in my garage. They asked me if I was requesting a refund on the [redacted] battery, and I said I thought that would be reasonable. They said they made a report and that the [redacted] would get back to me, but I might also call Jerry's. Since the people from Jerry's who made the four service calls were so exceptional, I thought the owner or manager would also be reasonable. I told the story, including the four service calls, to the person who answered the telephone, and said that I had the defective [redacted] battery in my garage. He immediately became adversarial, combative, and extremely rude. He told me he could not do anything for me because I had brought my vehicle to [redacted] rather than to him, and he hung up the telephone.Desired Settlement: Apology and refund. (I will give the entire refund to charity.)

Business

Response:

We follow [redacted] rules for battery warranties. The battery did not test bad during any of our trips to the customers house. Let me be clear that when we warranty a battery under [redacted] there is no out of pocket expense to us. If the battery test [redacted] requires fails we change the battery and submit the battery for warranty to [redacted]. The customer bought a battery from a different location removing the [redacted] battery. Under [redacted]'s rules this voided his warranty. I cannot go against the rules set by the [redacted] club which we work for. My employee who the customer said was adverserial tried to explain to the customer several times and several ways that we have to follow [redacted]'s rules .[redacted] tells us what we can and cannot warranty we do not make this decision they do. The customer was directed to file a complaint with [redacted] since they were the ones refusing to warranty the battery.The customer does not mention in his letter that he did file the complaint with [redacted] and [redacted] refunded him the money due to the number of times he needed service regardless of what the test showed and that he had the battery removed breaking his warranty.Since the member was already refunded in full by [redacted] who is the responisible party there is nothing for me to offer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: My complaint was that I was unable to start my car, I telephoned the [redacted], and after four visits from technicians in Jerry's trucks, my battery problem was still unresolved. On the first visit, my vehicle was in front of my house, the technician tested the battery, said I needed a new one, and sold me a battery. An hour later, I went on a trip of 0.3 miles. When I returned to my car in a parking lot, I could not start it. I telephoned the [redacted], and a technician from Jerry's appeared (the second visit). He checked the battery, said he received a message to replace the battery and that he would call his office. Another technician with a Jerry's truck arrived (the third visit), tested the battery, received the same message, jump-started the car, and I returned home. The next time I attempted to start my vehicle, it again appeared to be dead; again I called the [redacted], and a truck from Jerry's with a technician appeared (the fourth visit). He jump-started my car and I went directly to a [redacted] dealership. They tested my battery and received the report, "REPLACE BATTERY." [redacted] replaced the battery and I have had no further problems with my vehicle. The [redacted] and the Revdex.com each suggested that I telephone Jerry's in an attempt to resolve the issues before making a formal complaint. When I telephoned Jerry's, the person I spoke with was adversarial, combative, extremely rude, and hung up the telephone on me. Despite the fact that Jerry's trucks and technicians made four calls without solving the battery problem, and that Jerry's sold me a defective battery, Jerry's has refused to assume any responsibility in the matter. His defense is, "We follow [redacted] rules for battery warranties." However, when I discussed the situation with the [redacted], they said that the policy cited by Jerry's would not be reasonable and does not apply in a situation such as this. I have already received the check from the [redacted]. Jerry's responded, "The battery did not test bad [sic] during any of our trips to the customers [sic] house." This is either an untruth or represents confusion on the part of Jerry's. My first paragraph explains the true situation. Jerry's responded, "The customer bought a battery from a different location removing the [redacted] battery." Yes, after four failures by Jerry's, I took my vehicle to a [redacted] dealership, clearly a prudent decision on my part. Jerry's responded, "Under [redacted]'s rules, this voided his warranty." This is clearly not true in a situation like this, corroborated by their discussion with me and their sending me a check. Jerry's responded, "My employee who the customer said was adverserial [sic] tried to explain to the customer several times and several ways that we have to follow [redacted]'s rules." Jerry's was unable to explain "[redacted]'s rules" to me because what he said was clearly unreasonable and were not [redacted]'s rules. Jerry's responded, "Under [redacted]'s rules this voided the warranty." These are the words of Jerry's; they are not the words that I heard directly from the [redacted]. The check I received from the [redacted] was hardly their response to a voided warranty. In closing, Jerry's responded, "Since the member was already refunded in full by [redacted] who is the responisible [sic] party there is nothing for me to offer." [redacted] still does not get it. He owes me an apology.Sincerely,[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,