Virginia Auto Service

I received the response to my reply to the complaint brought by Mr. [redacted] today. I suspect Mr. [redacted] will not be happy with this response either. Please escalate to whatever channel you feel is necessary to close the matter with the Revdex.com.Mr. [redacted] seems to still not want to allow the facts to get in the way. I will briefly recap.• An estimate was given for the suggested repair process. Mr. [redacted] agreed and acknowledged that the repairs were not a guarantee to pass emissions. Remember, this is recorded. • We made the repairs suggested and it failed the test.• On Friday January 9, 2015 we made additional repairs and adjustments. The car failed again. • The second failure was brought to our attention on Monday January 12, 2015. Mr. [redacted] never escalated the issue the Service Manage as he claims. It was brought to my attention Monday the 12th.• On January 13th at 4:00 I left Mr. [redacted] a message offering to re inspect adjust and/or do what we need to get the car through emissions (doing the right thing) (another recorded call)• On January 13th at approximately 5:28 PM, Mr. [redacted] returned my call, but he did not want to discuss his concerns or bring the car in. He wanted to “prepare a package” and deliver it to me the next day.• On January 13th I received notice of a negative review posted on [redacted] by Mr. [redacted] wife. This is the review… “They are complete scammers lier's and cheats they have NO Idea what they are doing filing a consumer complaint with the state [redacted]"• On January 14th I received his “package”. The content of that package is filled with lies and disparaging statements.  • Mr. [redacted] called me to on January 14th to see if I had received his “package” I acknowledged receipt by email, and told him I would respond in writing. However since it was sent by certified mail as well; I felt I should wait until I received the “hard” copy in the mail. It was clear to me by his actions that he was not interested in an amicable solution. He followed up with multiple emails along with additional negative online reviews and surveys. I will not help any customer who acts like he does by lying, writing negative remarks on line and threating legal or other actions. I wish we would have made the car pass emissions on the first attempt. I would have continued repairs and adjustments on Mr. [redacted]’s vehicle, likely for free had he been willing to bring the car in. Instead he took to [redacted], and prepared his package of lies and threats followed by additional emails and disparaging statements. At his point I ceased any verbal communication or offer to help him. According to [redacted] the vehicle has not passed emissions as of February 4, 2015. You should know it is not uncommon to get inconsistent tail pipe readings between our equipment and the testing facilities, it is also not uncommon to get totally different results and tail pipe readings on the same vehicle without any changes being made by simply exiting the emissions test, going around the building and going through the test again.  Additionally, any experienced drivability technician would know that reducing CO emissions will cause the NOx to increase. That same technician would also know you need to look at all the readings not just the failed area because each is related and changes to one will have an effect on the others.In regards to the phone recordings, it is neither illegal nor unethical to record business phone calls. We originally started this program for training and customer service betterment. In rare occasions it has proven to be a useful tool to defend ourselves from customers like [redacted] who attempt to defraud businesses by making false claims and lies. With all the above said, I am willing to refund the amount paid to us by Mr. [redacted] for our efforts on the second attempt. That total is $81.39. This would be conditioned on Mr. [redacted] and his wife removing negative comments and reviews from [redacted] and other websites while agreeing the matter is settled. If this is acceptable to him, I will have my attorney draft an agreement. If not, as I stated above, please escalate this matter within the Revdex.com to bring closure. Regards,[redacted]

The worst ripoff ever. They bullied me and intimidated me when my Toyota Corolla broke down. It's a 2003, stick shift, and they charged me $4,000 for a new "transmission" and clutch. Sm.

And yes, I reported them to the Revdex.com, who would do Nothing.

I received the complaint brought by Mr. [redacted] today. His version of the events is accurate only by time. He seems to not want to allow the fact to interfere with his narrative.I will provide some fact below for consideration.• On January 5th Mr. [redacted] brought his car in for an...

evaluation and repair of an emissions failure. At the time of drop off he was quoted up to $250 for testing and adjustments. We did not offer any estimate of repair as that would be impossible since we had not yet evaluated the vehicle.• One of Our ASE Certified Master Technicians inspected his vehicle, a 1998 Mitsubishi with 218,000 miles that he just recently purchased. Our inspection of the emissions control system found an inoperative Exhaust Gas Recirculation (EGR) system. The EGR was not working because it was completely restricted by carbon. • At 5:44 PM on January 5th, our Service Advisor, [redacted], called Mr. [redacted] with our findings with the EGR system and explain to him we needed to clean this system in addition to the minor repairs and adjustments that were already done within the initial $250 cost af evaluation Mr. [redacted] agreed to at the time of drop off.• Aside from the EGR and emission information, [redacted] provided Mr. [redacted] with a list of other repairs and deficiencies that were found on the vehicle he recently acquired. See the attached inspection and invoices.• Mr. [redacted] was advised of the cost to clean the EGR system inclusive of the initial $250 for a total of $840. During his conversation about the cost and the suggest repairs he was informed that this was not a guarantee to pass emissions and was only the first step in that process. Mr. [redacted] responded by saying "oh, so that's no guarantee either that that's going to get me through emission" and, [redacted], once again confirmed your statement...this is not a guarantee to pass emissions, this is the first step in the process.• On January 6th Mr. [redacted] picked his car up and took it to emissions and it failed. • On January 81h the vehicle was returned to us for a recheck. We made additional adjustments and installed an air filter and use some top engine cleaner to clean the cylinders. At this time our equipment indicated the vehicle should pass. It was returned to him and it failed emission again. • On January 13th at approximately 4:00PM I left a telephone message with Mr. [redacted] offering to re inspect his vehicle and see what we could do to make the car pass emissions. • At 5:28 PM Mr. [redacted] returned my call and did not want to discuss the situation. Instead he said he would provide me with information by email and then we could discuss it the following day.• During the evening of January 13th it was brought to my attention that Mr. [redacted] and his wife had written a negative review on [redacted]. This is the review copied from [redacted].com .... They are complete scammers lier's and cheats they have NO Idea what they are doing filing a consumer complaint with the state [redacted]"• On January 14th I received an email from Mr. [redacted] that he said was also send via certified mail. In the email my [redacted] made several attempt to discredit and insult Virginia Auto Service and our employees. He also requested a refund and asserted that I would also be paying someone else to fix his car.• On January 14th at 3:03 Pm I receive a ca ll from Mr. [redacted] asking me to issue a credit to his [redacted] card. I told him that he could expect a response in writing, from me, after I received the original copy of the certified mail.• Subsequent to the evening of January 14th Mr. [redacted] has sent additional emails and filled out multiple surveys and wrote bad reviews of Virginia Auto Service on multiple websites including the Revdex.com site.• On January 16th I sent Mr. [redacted] an email. The content of that email is attached for your review. In addition to the facts above; On January 16th at 1:41 PM I spoke with the emission waiver technicians that interacted with Mr. [redacted]. They confirmed my suspicion that Mr. [redacted] is lying and absolutely deny making the remarks that he quoted them as saying in his letter and subsequent complaint to the Revdex.com. Additionally, by visiting [redacted], a public website, I learned this vehicle has a history of emission failure. Before being presented to us, the car has failed emissions testing in Arizona 12 times since 3/2008 with 7 of those failures being in the prior 24 months. Mr. [redacted] made a poor purchase decision when he acquired this vehicle. He bought a lemon! Above are the facts. Again, he was told the repairs we were offering were not a guarantee to pass emissions and this was only the first step. He confirmed that as stated above in his own words. Mr. [redacted] lost all favor with me at the point he and his wife decided to go online and make threats to file a complaint with the [redacted] and write multiple negative comments about Virginia Auto. Since Mr. [redacted] has threatened to file a complaint with the [redacted], I will not be having any future communication with him. From this point on my attorney will be handling this complaint. That information is below.[redacted]Please see attached documentation sent to [redacted] in response to a charge back initiated by Mr. [redacted]. This document should sufficiently represent my position on this matter. Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Mr [redacted] quotes himself on the Virginia Auto website saying he is, “committed to doing the right thing” and doing “it with the highest quality” (www.virginiaautoservice.com).  If Mr. [redacted] feels having my vehicle “inspected” again after already having it for three days constitutes a resolution, customer service or doing the right thing, I disagree. As I told his employee and provided in writing for Mr. [redacted] I would not be returning my vehicle to Virginia Auto.  Mr. [redacted] is neither credible, evidenced by the damage my vehicle sustained in his care nor ethical evidenced by his admission that he records customers conversations without their knowledge or consent.  Mr. [redacted] references that his “equipment indicated that it should pass”.  I have asked repeatedly for these results and they have yet to be supplied to me.  How is it that my vehicle scored worse at the emissions testing center if the equipment indicated that it should pass? More importantly how is this providing a service “highest quality”.Mr. [redacted]’s assertion that this is somehow my fault for buying this vehicle is absurd.  I must say I am very pleased with my purchase and that the vehicle is in very good condition considering its more than twenty-five years old.  What Mr. [redacted] failed to mention regarding the vehicle’s emissions history is that it passed a year ago when registered by the previous owner.  This information is found on [redacted].  Mr.[redacted]’s negative statements regarding the vehicle are in contradiction to Virginia Auto’s own inspection report and speak directly to his credibility.  If one reads the report, the items in need of attention include general maintenance, which most older vehicles would require.  Notone of those “issues” has anything to do with emissions.  How is this a “lemon”?I have followed a rational and reasonable course of action.  I complained to the service manager.  It was escalated to the owner.  I provided the owner with a written description of my complaint via email and sent certified mail.  I called the owner and he refused any action including talking to me.  I then disputed the charge with my credit card company and left customer reviews online.  I followed up with the owner via email and certified mail.  Again, there was no response to my complaint.  I then lodged a complaint with the Revdex.com.  If this can’t be resolved the next logical steps would be the State [redacted] office and then exploring legal action.These are the pertinent facts.  My vehicle performed progressively worse in emissions testing under the service of Virginia Auto.  I have attached the testing results of the vehicle before bringing it to Virginia Auto ([redacted]) and the last attempt after Virginia Auto worked on the vehicle ([redacted]).  The results are clear, the vehicle performed worse after Virginia Auto worked on it and now requires additional repair that were not needed before bringing it to Virginia Auto. Mr. [redacted] has refused to engage, provide and or offer any resolution regarding my complaint.  This is the basis of my complaint, Mr. [redacted] damaged my vehicle and refused to resolve the issue.I would like Mr. [redacted] to do the right thing and provide the highest quality as he commits to on his website.

Regards,

I received the response to my reply to the complaint brought by Mr. [redacted] today. I suspect Mr. [redacted] will not be happy with this response either. Please escalate to whatever channel you feel is necessary to close the matter with the Revdex.com.Mr. [redacted] seems to still not want to allow the facts to get in the way. I will briefly recap.• An estimate was given for the suggested repair process. Mr. [redacted] agreed and acknowledged that the repairs were not a guarantee to pass emissions. Remember, this is recorded. • We made the repairs suggested and it failed the test.• On Friday January 9, 2015 we made additional repairs and adjustments. The car failed again. • The second failure was brought to our attention on Monday January 12, 2015. Mr. [redacted] never escalated the issue the Service Manage as he claims. It was brought to my attention Monday the 12th.• On January 13th at 4:00 I left Mr. [redacted] a message offering to re inspect adjust and/or do what we need to get the car through emissions (doing the right thing) (another recorded call)• On January 13th at approximately 5:28 PM, Mr. [redacted] returned my call, but he did not want to discuss his concerns or bring the car in. He wanted to “prepare a package” and deliver it to me the next day.• On January 13th I received notice of a negative review posted on [redacted] by Mr. [redacted] wife. This is the review… “They are complete scammers lier's and cheats they have NO Idea what they are doing filing a consumer complaint with the state [redacted]"• On January 14th I received his “package”. The content of that package is filled with lies and disparaging statements.  • Mr. [redacted] called me to on January 14th to see if I had received his “package” I acknowledged receipt by email, and told him I would respond in writing. However since it was sent by certified mail as well; I felt I should wait until I received the “hard” copy in the mail. It was clear to me by his actions that he was not interested in an amicable solution. He followed up with multiple emails along with additional negative online reviews and surveys. I will not help any customer who acts like he does by lying, writing negative remarks on line and threating legal or other actions. I wish we would have made the car pass emissions on the first attempt. I would have continued repairs and adjustments on Mr. [redacted]’s vehicle, likely for free had he been willing to bring the car in. Instead he took to [redacted], and prepared his package of lies and threats followed by additional emails and disparaging statements. At his point I ceased any verbal communication or offer to help him. According to [redacted] the vehicle has not passed emissions as of February 4, 2015. You should know it is not uncommon to get inconsistent tail pipe readings between our equipment and the testing facilities, it is also not uncommon to get totally different results and tail pipe readings on the same vehicle without any changes being made by simply exiting the emissions test, going around the building and going through the test again.  Additionally, any experienced drivability technician would know that reducing CO emissions will cause the NOx to increase. That same technician would also know you need to look at all the readings not just the failed area because each is related and changes to one will have an effect on the others.In regards to the phone recordings, it is neither illegal nor unethical to record business phone calls. We originally started this program for training and customer service betterment. In rare occasions it has proven to be a useful tool to defend ourselves from customers like [redacted] who attempt to defraud businesses by making false claims and lies. With all the above said, I am willing to refund the amount paid to us by Mr. [redacted] for our efforts on the second attempt. That total is $81.39. This would be conditioned on Mr. [redacted] and his wife removing negative comments and reviews from [redacted] and other websites while agreeing the matter is settled. If this is acceptable to him, I will have my attorney draft an agreement. If not, as I stated above, please escalate this matter within the Revdex.com to bring closure. Regards,[redacted]

I received the complaint brought by Mr. [redacted] today. His version of the events is accurate only by time. He seems to not want to allow the fact to interfere with his narrative.I will provide some fact below for consideration.• On January 5th Mr. [redacted] brought his car in for an...

evaluation and repair of an emissions failure. At the time of drop off he was quoted up to $250 for testing and adjustments. We did not offer any estimate of repair as that would be impossible since we had not yet evaluated the vehicle.• One of Our ASE Certified Master Technicians inspected his vehicle, a 1998 Mitsubishi with 218,000 miles that he just recently purchased. Our inspection of the emissions control system found an inoperative Exhaust Gas Recirculation (EGR) system. The EGR was not working because it was completely restricted by carbon. • At 5:44 PM on January 5th, our Service Advisor, [redacted], called Mr. [redacted] with our findings with the EGR system and explain to him we needed to clean this system in addition to the minor repairs and adjustments that were already done within the initial $250 cost af evaluation Mr. [redacted] agreed to at the time of drop off.• Aside from the EGR and emission information, [redacted] provided Mr. [redacted] with a list of other repairs and deficiencies that were found on the vehicle he recently acquired. See the attached inspection and invoices.• Mr. [redacted] was advised of the cost to clean the EGR system inclusive of the initial $250 for a total of $840. During his conversation about the cost and the suggest repairs he was informed that this was not a guarantee to pass emissions and was only the first step in that process. Mr. [redacted] responded by saying "oh, so that's no guarantee either that that's going to get me through emission" and, [redacted], once again confirmed your statement...this is not a guarantee to pass emissions, this is the first step in the process.• On January 6th Mr. [redacted] picked his car up and took it to emissions and it failed. • On January 81h the vehicle was returned to us for a recheck. We made additional adjustments and installed an air filter and use some top engine cleaner to clean the cylinders. At this time our equipment indicated the vehicle should pass. It was returned to him and it failed emission again. • On January 13th at approximately 4:00PM I left a telephone message with Mr. [redacted] offering to re inspect his vehicle and see what we could do to make the car pass emissions. • At 5:28 PM Mr. [redacted] returned my call and did not want to discuss the situation. Instead he said he would provide me with information by email and then we could discuss it the following day.• During the evening of January 13th it was brought to my attention that Mr. [redacted] and his wife had written a negative review on [redacted]. This is the review copied from [redacted].com .... They are complete scammers lier's and cheats they have NO Idea what they are doing filing a consumer complaint with the state [redacted]"• On January 14th I received an email from Mr. [redacted] that he said was also send via certified mail. In the email my [redacted] made several attempt to discredit and insult Virginia Auto Service and our employees. He also requested a refund and asserted that I would also be paying someone else to fix his car.• On January 14th at 3:03 Pm I receive a ca ll from Mr. [redacted] asking me to issue a credit to his [redacted] card. I told him that he could expect a response in writing, from me, after I received the original copy of the certified mail.• Subsequent to the evening of January 14th Mr. [redacted] has sent additional emails and filled out multiple surveys and wrote bad reviews of Virginia Auto Service on multiple websites including the Revdex.com site.• On January 16th I sent Mr. [redacted] an email. The content of that email is attached for your review. In addition to the facts above; On January 16th at 1:41 PM I spoke with the emission waiver technicians that interacted with Mr. [redacted]. They confirmed my suspicion that Mr. [redacted] is lying and absolutely deny making the remarks that he quoted them as saying in his letter and subsequent complaint to the Revdex.com. Additionally, by visiting [redacted], a public website, I learned this vehicle has a history of emission failure. Before being presented to us, the car has failed emissions testing in Arizona 12 times since 3/2008 with 7 of those failures being in the prior 24 months. Mr. [redacted] made a poor purchase decision when he acquired this vehicle. He bought a lemon! Above are the facts. Again, he was told the repairs we were offering were not a guarantee to pass emissions and this was only the first step. He confirmed that as stated above in his own words. Mr. [redacted] lost all favor with me at the point he and his wife decided to go online and make threats to file a complaint with the [redacted] and write multiple negative comments about Virginia Auto. Since Mr. [redacted] has threatened to file a complaint with the [redacted], I will not be having any future communication with him. From this point on my attorney will be handling this complaint. That information is below.[redacted]

[redacted]Please see attached documentation sent to [redacted] in response to a charge back initiated by Mr. [redacted]. This document should sufficiently represent my position on this matter. Regards,[redacted]

Review: On December 31, 2014 I stopped at Virginia Auto Service to get a recently purchased vehicle thru emissions. I was asked to make an appointment for Monday January 5, 2015, because that would be the earliest it could be looked at. I inquired about a potential cost and was told by [redacted] there would be an approximate charge of $200.00 to diagnose and generally another $100 to fix the problem, since the vehicle passed two of the three testing standards and the area that was failing (CO) was not far off.

I brought the vehicle to Virginia Auto Service the morning of Monday January 5, 2015 and left it with [redacted]. At the end of the day [redacted] called me to inform me that they had found the problem, clogged EGR ports. I was concerned with [redacted] assessment for two reasons. The first was the cost, which was well over [redacted] estimate. And the second was that the diagnosed problem had no correlation with the documentation provided by the testing site regarding failure of the (CO) test, which was confirmed by emissions testing technicians and waiver referee in future testing. Virginia Auto Service assured me that this was the problem.

The reason for my concern is in the documentation provided by the testing site regarding failure of the (CO) test, which was physically highlighted by the emissions technician. I attempted to give [redacted] the documentation that listed these items, the morning of the 5th. [redacted] wouldn't take it and said he didn't need it. The document states to check for over fueling due to:

• Canister purge system

• Carburetor malfunction/adjustment

• Throttle body

• Engine/Fuel control system (computer)

• Improper engine coolant mix, or malfunctioning engine thermostat

EGR is not listed as a potential concern regarding (CO) but is listed regarding (NOx) which the vehicle passed.

The next morning January 6th I stopped at Virginia Auto Service to discuss this further and seek clarification how the diagnosis related to the documentation provided by the emissions testing technician. Again [redacted] and the mechanic working on the car said the issue was EGR ports. At the end of the day [redacted] called to let me know the car was ready to pick up. I took the vehicle to emissions directly. It didn't pass. It still failed the (CO) test with all three scores worse than the previous test, but still passing (HC) and (NOx).

The emissions technician mentioned the possibility of a waiver so I checked the [redacted] website. The website states," The malfunction must be diagnosed and a low emissions tune-up performed following the initial failure (low emissions tune-up is defined under "A" on the back of the vehicle inspection report)." Virginia Auto Service did not attempt this.

I returned the next morning to Virginia Auto Service and informed [redacted] that the vehicle didn't pass but scored worse. I also told him that I could not apply for a waiver because Virginia Auto Service didn't perform the most basic repair required by [redacted] and asked for the low emissions tune-up. I left the vehicle. At the end of the day [redacted] called and said the idle was adjusted and air filter replaced. He also said he needed the next morning to finish a "write up” of the work done. I picked up my vehicle the afternoon of January 6th. I then took the vehicle to be tested. It did not pass and failed all three criteria this time.

The following day, Friday the 7th, I went to the waiver specific emission-testing center at [redacted]. I presented my documents and receipts from Virginia Auto Service. My request for a waiver was denied because of insufficient diagnosis and repairs performed by Virginia Auto.

On Monday January 12th, I returned to Virginia Auto Service and shared with [redacted] the results of the test and waiver denial and asked for a refund. [redacted] said he would talk with the owner and that the owner would call me around 1p.m. [redacted] called after one o’clock and said the owner would be calling me around 3 p.m. Later that afternoon [redacted] called again leaving a message asking me to bring my vehicle into Virginia Auto Service the next morning. The owner never called me on Monday as promised. I didn’t bring the vehicle back to Virginia Auto Service for the following reasons:

• The amount charged for service was almost three times the estimate.

• The initial work done had nothing to do with failing the (CO) test.

• The vehicle didn’t pass on 01/06/2015 despite assurances from Virginia Auto Service it would.

• Virginia Auto Service didn’t follow the guidelines set by [redacted] for repairing emissions starting with step A on the back of the testing form.

• When I asked Virginia Auto Service to perform step A the low emissions tune-up, it was not completed in its entirety.

• The vehicle didn’t pass on 01/09/2015 despite assurances from Virginia Auto Service it would. It failed all three tests when it had passed two of the three previously.

• The documentation and work provided by Virginia Auto Service was in[redacted]uate to receive a waiver, even though I paid Virginia Auto Service more than the $425 in repairs needed to apply.

• In general the staff at Virginia Auto Service haven’t done what they said they would do and lack any creditability.

• My vehicle is performing worse than when I left it with Virginia Auto Service as evidenced by the emissions testing reports.

I was promised the owner would call on the 12th. He did not. He left a message late in the day on the 13th. I returned his phone call promptly, at which time I told him I would send him information regarding the complaint via email and call him the following afternoon so we could discuss. As I said I would, I emailed him the information, which he acknowledged receiving, and I called him on the afternoon of the 14th. In that brief exchange I asked about a refund and he laughed at me and said he would only communicate with me in writing.

In the two extremely brief phone conversations I have had with him and the two emails he has sent to me, he never once asked me about my complaint. He never offered any resolution. He never attempted to provide any level of customer service.

I believe he and I engaged in a contract. I agreed to pay him for improving the performance of my vehicle, in an effort to pass emissions. Virginia Auto failed to honor our agreement evidenced by the testing results from [redacted]. My vehicle failed more tests and at a worse rate than before I brought it to Virginia Auto Service.

I had also requested the results from their “gas analyzer” machine and have not received them, which would confirm the testing results along with the [redacted] results..Desired Settlement: I would like a complete refund of all charges and the cost of bringing the vehicle back to its state before Virginia Auto worked on it.

Business

Response:

I received the complaint brought by Mr. [redacted] today. His version of the events is accurate only by time. He seems to not want to allow the fact to interfere with his narrative.I will provide some fact below for consideration.• On January 5th Mr. [redacted] brought his car in for an evaluation and repair of an emissions failure. At the time of drop off he was quoted up to $250 for testing and adjustments. We did not offer any estimate of repair as that would be impossible since we had not yet evaluated the vehicle.• One of Our ASE Certified Master Technicians inspected his vehicle, a 1998 Mitsubishi with 218,000 miles that he just recently purchased. Our inspection of the emissions control system found an inoperative Exhaust Gas Recirculation (EGR) system. The EGR was not working because it was completely restricted by carbon. • At 5:44 PM on January 5th, our Service Advisor, [redacted], called Mr. [redacted] with our findings with the EGR system and explain to him we needed to clean this system in addition to the minor repairs and adjustments that were already done within the initial $250 cost af evaluation Mr. [redacted] agreed to at the time of drop off.• Aside from the EGR and emission information, [redacted] provided Mr. [redacted] with a list of other repairs and deficiencies that were found on the vehicle he recently acquired. See the attached inspection and invoices.• Mr. [redacted] was advised of the cost to clean the EGR system inclusive of the initial $250 for a total of $840. During his conversation about the cost and the suggest repairs he was informed that this was not a guarantee to pass emissions and was only the first step in that process. Mr. [redacted] responded by saying "oh, so that's no guarantee either that that's going to get me through emission" and, [redacted], once again confirmed your statement...this is not a guarantee to pass emissions, this is the first step in the process.• On January 6th Mr. [redacted] picked his car up and took it to emissions and it failed. • On January 81h the vehicle was returned to us for a recheck. We made additional adjustments and installed an air filter and use some top engine cleaner to clean the cylinders. At this time our equipment indicated the vehicle should pass. It was returned to him and it failed emission again. • On January 13th at approximately 4:00PM I left a telephone message with Mr. [redacted] offering to re inspect his vehicle and see what we could do to make the car pass emissions. • At 5:28 PM Mr. [redacted] returned my call and did not want to discuss the situation. Instead he said he would provide me with information by email and then we could discuss it the following day.• During the evening of January 13th it was brought to my attention that Mr. [redacted] and his wife had written a negative review on [redacted]. This is the review copied from [redacted].com .... They are complete scammers lier's and cheats they have NO Idea what they are doing filing a consumer complaint with the state [redacted]"• On January 14th I received an email from Mr. [redacted] that he said was also send via certified mail. In the email my [redacted] made several attempt to discredit and insult Virginia Auto Service and our employees. He also requested a refund and asserted that I would also be paying someone else to fix his car.• On January 14th at 3:03 Pm I receive a ca ll from Mr. [redacted] asking me to issue a credit to his [redacted] card. I told him that he could expect a response in writing, from me, after I received the original copy of the certified mail.• Subsequent to the evening of January 14th Mr. [redacted] has sent additional emails and filled out multiple surveys and wrote bad reviews of Virginia Auto Service on multiple websites including the Revdex.com site.• On January 16th I sent Mr. [redacted] an email. The content of that email is attached for your review. In addition to the facts above; On January 16th at 1:41 PM I spoke with the emission waiver technicians that interacted with Mr. [redacted]. They confirmed my suspicion that Mr. [redacted] is lying and absolutely deny making the remarks that he quoted them as saying in his letter and subsequent complaint to the Revdex.com. Additionally, by visiting [redacted], a public website, I learned this vehicle has a history of emission failure. Before being presented to us, the car has failed emissions testing in Arizona 12 times since 3/2008 with 7 of those failures being in the prior 24 months. Mr. [redacted] made a poor purchase decision when he acquired this vehicle. He bought a lemon! Above are the facts. Again, he was told the repairs we were offering were not a guarantee to pass emissions and this was only the first step. He confirmed that as stated above in his own words. Mr. [redacted] lost all favor with me at the point he and his wife decided to go online and make threats to file a complaint with the [redacted] and write multiple negative comments about Virginia Auto. Since Mr. [redacted] has threatened to file a complaint with the [redacted], I will not be having any future communication with him. From this point on my attorney will be handling this complaint. That information is below.[redacted]Please see attached documentation sent to [redacted] in response to a charge back initiated by Mr. [redacted]. This document should sufficiently represent my position on this matter. Regards,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Mr [redacted] quotes himself on the Virginia Auto website saying he is, “committed to doing the right thing” and doing “it with the highest quality” (www.virginiaautoservice.com). If Mr. [redacted] feels having my vehicle “inspected” again after already having it for three days constitutes a resolution, customer service or doing the right thing, I disagree. As I told his employee and provided in writing for Mr. [redacted] I would not be returning my vehicle to Virginia Auto. Mr. [redacted] is neither credible, evidenced by the damage my vehicle sustained in his care nor ethical evidenced by his admission that he records customers conversations without their knowledge or consent. Mr. [redacted] references that his “equipment indicated that it should pass”. I have asked repeatedly for these results and they have yet to be supplied to me. How is it that my vehicle scored worse at the emissions testing center if the equipment indicated that it should pass? More importantly how is this providing a service “highest quality”.Mr. [redacted]’s assertion that this is somehow my fault for buying this vehicle is absurd. I must say I am very pleased with my purchase and that the vehicle is in very good condition considering its more than twenty-five years old. What Mr. [redacted] failed to mention regarding the vehicle’s emissions history is that it passed a year ago when registered by the previous owner. This information is found on [redacted]. Mr.[redacted]’s negative statements regarding the vehicle are in contradiction to Virginia Auto’s own inspection report and speak directly to his credibility. If one reads the report, the items in need of attention include general maintenance, which most older vehicles would require. Notone of those “issues” has anything to do with emissions. How is this a “lemon”?I have followed a rational and reasonable course of action. I complained to the service manager. It was escalated to the owner. I provided the owner with a written description of my complaint via email and sent certified mail. I called the owner and he refused any action including talking to me. I then disputed the charge with my credit card company and left customer reviews online. I followed up with the owner via email and certified mail. Again, there was no response to my complaint. I then lodged a complaint with the Revdex.com. If this can’t be resolved the next logical steps would be the State [redacted] office and then exploring legal action.These are the pertinent facts. My vehicle performed progressively worse in emissions testing under the service of Virginia Auto. I have attached the testing results of the vehicle before bringing it to Virginia Auto ([redacted]) and the last attempt after Virginia Auto worked on the vehicle ([redacted]). The results are clear, the vehicle performed worse after Virginia Auto worked on it and now requires additional repair that were not needed before bringing it to Virginia Auto. Mr. [redacted] has refused to engage, provide and or offer any resolution regarding my complaint. This is the basis of my complaint, Mr. [redacted] damaged my vehicle and refused to resolve the issue.I would like Mr. [redacted] to do the right thing and provide the highest quality as he commits to on his website.

Regards,

Business

Response:

I received the response to my reply to the complaint brought by Mr. [redacted] today. I suspect Mr. [redacted] will not be happy with this response either. Please escalate to whatever channel you feel is necessary to close the matter with the Revdex.com.Mr. [redacted] seems to still not want to allow the facts to get in the way. I will briefly recap.• An estimate was given for the suggested repair process. Mr. [redacted] agreed and acknowledged that the repairs were not a guarantee to pass emissions. Remember, this is recorded. • We made the repairs suggested and it failed the test.• On Friday January 9, 2015 we made additional repairs and adjustments. The car failed again. • The second failure was brought to our attention on Monday January 12, 2015. Mr. [redacted] never escalated the issue the Service Manage as he claims. It was brought to my attention Monday the 12th.• On January 13th at 4:00 I left Mr. [redacted] a message offering to re inspect adjust and/or do what we need to get the car through emissions (doing the right thing) (another recorded call)• On January 13th at approximately 5:28 PM, Mr. [redacted] returned my call, but he did not want to discuss his concerns or bring the car in. He wanted to “prepare a package” and deliver it to me the next day.• On January 13th I received notice of a negative review posted on [redacted] by Mr. [redacted] wife. This is the review… “They are complete scammers lier's and cheats they have NO Idea what they are doing filing a consumer complaint with the state [redacted]"• On January 14th I received his “package”. The content of that package is filled with lies and disparaging statements. • Mr. [redacted] called me to on January 14th to see if I had received his “package” I acknowledged receipt by email, and told him I would respond in writing. However since it was sent by certified mail as well; I felt I should wait until I received the “hard” copy in the mail. It was clear to me by his actions that he was not interested in an amicable solution. He followed up with multiple emails along with additional negative online reviews and surveys. I will not help any customer who acts like he does by lying, writing negative remarks on line and threating legal or other actions. I wish we would have made the car pass emissions on the first attempt. I would have continued repairs and adjustments on Mr. [redacted]’s vehicle, likely for free had he been willing to bring the car in. Instead he took to [redacted], and prepared his package of lies and threats followed by additional emails and disparaging statements. At his point I ceased any verbal communication or offer to help him. According to [redacted] the vehicle has not passed emissions as of February 4, 2015. You should know it is not uncommon to get inconsistent tail pipe readings between our equipment and the testing facilities, it is also not uncommon to get totally different results and tail pipe readings on the same vehicle without any changes being made by simply exiting the emissions test, going around the building and going through the test again. Additionally, any experienced drivability technician would know that reducing CO emissions will cause the NOx to increase. That same technician would also know you need to look at all the readings not just the failed area because each is related and changes to one will have an effect on the others.In regards to the phone recordings, it is neither illegal nor unethical to record business phone calls. We originally started this program for training and customer service betterment. In rare occasions it has proven to be a useful tool to defend ourselves from customers like [redacted] who attempt to defraud businesses by making false claims and lies. With all the above said, I am willing to refund the amount paid to us by Mr. [redacted] for our efforts on the second attempt. That total is $81.39. This would be conditioned on Mr. [redacted] and his wife removing negative comments and reviews from [redacted] and other websites while agreeing the matter is settled. If this is acceptable to him, I will have my attorney draft an agreement. If not, as I stated above, please escalate this matter within the Revdex.com to bring closure. Regards,[redacted]

Great service :)

I know nothing about cars other than to drive. So it is most importatnt that I have confidence in my car and its mechanic. I get that assurance from Virginia Auto. [redacted]

Excellent customer service. Very professional. They took the time to explain everything to me.

Although I rarely leave without dropping $400, I have confidence that the job was necessary and done properly. Driving a 6-year-old car with 80K miles ain't cheap, but Virginia Auto makes the experience as painless as possible.

Well, I have a little 2001 Ford Taurus. My lovely silver grandma car is fantastic for the 100-200 miles I drive per month. And now, my little car has a great shop looking after her.

I took my car in as it was time for an oil change and I was convinced my serpentine belt was about to go. It had that tell-tale burning smell which was making me nervous. Turns out I had a loose oil-filter from my last oil change and dripping oil + catalytic converter = my car is about to die smell.

Virginia Auto Service changed my oil and cleaned up my engine. It was so nice to receive a call from them saying my belt was fine and an oil change was all I needed. It was refreshing to be given an honest assessment vs being told some great story about some random repair that was needed...I am a female after all and have received some rather odd diagnoses in the past (your rotors fell off, so you'll need to have them replaced for example).

It is very reassuring to know I now have an honest, kind and reliable repair shop for my car. Did my oil change run a bit more than some $19.99 special? Yes, but it was so worth it! Now my little one won't be getting an oil change for another year most likely, but my service advisor, Robert, asked me to please stop by every three months so they could check out my belts, tire pressure, etc just to be safe. Now THAT is service!

The team at Virginia Auto are great to work with. They take the time to explain what is needed and why, is it a priority or can it wait. I needed quite a bit of work over the last year but we spaced it out with my budget constraints. I have peace of mind that my car is always in good working condition.

Personal is very knowledgeable, they speak to you in a language that you can understand, prices are reasonable, facility in very clean I will recommend to all my friends

The team is always personable and they do know their stuff! They really look out for their clients by way of cost but also all of the staff members take pride in their labor. They really do go the extra mile on consumer and quality services.

Virginia Auto Service has been our favorite for many

years. They are dependable, honest, and fair. We have

a '98 Lumina which they've serviced for some time now.

No oil drips and a clean car when they're done servicing

it. No surprises as they keep you informed of what

they've found each time. I wholeheartedly recommend

Virginia Auto.

I have been a customer of Virginia Auto for 14 years. They are knowledgeable, honest and friendly. I trust them to understand my car and to recommend service based on what is needed rather than what it costs. I have recommended Virginia Auto to friends who have also become loyal customers.

great service kind of scared me with what was wrong with me car do not have job and can not afford repairs listen to u on ktar every sat

This is the best service I have ever experienced for my cars' service and repair.

These guys have had numerous "opportunities" to give me information to pad the bill, as some shops have often been prone to do, but thy have always been up front with me. I am fully confident that their word is their bond and [redacted] and [redacted] are out to keep their word and look out for the customers' needs first. [redacted] picks me up after work with a great attitude, and my vehicle is always ready to go when I get there. I cannot say enough about the positive experiences I have had with this Auto Service. Awesome!

The service at Virginia Auto Service was quite excellent! Not only did they correctly diagnose and fix the problem (vibration in steering caused by tire belt separation), but they charged a lower price than anyone else offered. They also did it within hours, despite me not being in a hurry for it because they had given me a ride back home and picked me up when it was done! They also cleaned my car and changed some small light bulbs with no extra charge! Everyone I talked to was very pleasant and polite, and they even parked my car in the shade while they picked me up so it wouldn't be hot when I picked it up! What attention to detail. I will definitely be a repeat customer!

Thanks, [redacted]