Revdex.com: [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below After dealing with calling the company and being told I am wrong, I decided to take my issue to the Revdex.com I understand that this is a large corporate company and they will do anything to back their employee and think they can just brush off a woman consumerI had explained to them when I called the AAA member services this is not the situation that happened No one threatened the man behind the counter, nor did me or my husband approach him in a threatening manor By them saying that I was given the option "IF" it broke was not true The option was to either have them order a new part for my car or no oil change at all My tires were never rotated because I would not agree to have extra work done The employee of Bob Sumeral would not give me a print out of my tire warranty and also tried to say I never bought tires from them The reason being is they put the warrantee in their system under the wrong license plate number It took him aproxminutes to find Once he did I asked him to print it off since he could correct the issue in the system so my warrantee would be honored at a different location and he said "NO" Ill just have to deal with their mess up at a different location and "good luck" to me ever trying to get another location to honor my warrantee since it was in the system wrong This was when he said he was calling the police so I would just leave, and quit talking All this could have been avoided if he would have just rotated my tires while the car was on the lift instead of trying to price gouge me on extra parts and services If they truly couldn't get the cap off my car to do the oil change then they should have said they couldn't get the cap off, but we did the tire rotation that you initially brought the car in for There was no need to call police to try to embarrass us Its sad that Miss [redacted] is going off hearsay from this employee and she was not there to see and hear what really went on If we were so threatening why would you even want such threatening individuals coming to any of your locations Now my warrantee is expired, and I never could get my tires rotated How am I supposed to get this done at another location? I wish I could have been treated like that Revdex.com commercial with the nuns at the mechanic shop only fixing what actually needed to be done and not trying to be untruthful Regards, [redacted] ***
Revdex.com:
[redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
After dealing with calling the company and being told I am wrong, I decided to take my issue to the Revdex.com. I understand that this is a large corporate company and they will do anything to back their employee and think they can just brush off a woman consumer. I had explained to them when I called the AAA member services this is not the situation that happened. No one threatened the man behind the counter, nor did me or my husband approach him in a threatening manor. By them saying that I was given the option "IF" it broke was not true. The option was to either have them order a new part for my car or no oil change at all. My tires were never rotated because I would not agree to have extra work done. The employee of Bob Sumeral would not give me a print out of my tire warranty and also tried to say I never bought tires from them. The reason being is they put the warrantee in their system under the wrong license plate number. It took him aprox. 10 minutes to find. Once he did I asked him to print it off since he could correct the issue in the system so my warrantee would be honored at a different location and he said "NO". Ill just have to deal with their mess up at a different location and "good luck" to me ever trying to get another location to honor my warrantee since it was in the system wrong. This was when he said he was calling the police so I would just leave, and quit talking. All this could have been avoided if he would have just rotated my tires while the car was on the lift instead of trying to price gouge me on extra parts and services. If they truly couldn't get the cap off my car to do the oil change then they should have said they couldn't get the cap off, but we did the tire rotation that you initially brought the car in for. There was no need to call police to try to embarrass us. Its sad that Miss [redacted] is going off hearsay from this employee and she was not there to see and hear what really went on. If we were so threatening why would you even want such threatening individuals coming to any of your locations. Now my warrantee is expired, and I never could get my tires rotated. How am I supposed to get this done at another location? I wish I could have been treated like that Revdex.com commercial with the nuns at the mechanic shop only fixing what actually needed to be done and not trying to be untruthful.
Regards,
[redacted]
Dear [redacted]
We are in receipt of the cus[redacted]er concern submitted by [redacted]. Ms. [redacted] did bring her [redacted] into our [redacted] location for an oil change on March 25, 2014. The oil tech proceeded to drain the oil and found that he could not safely remove the oil filter without...
possibly damaging the filter bracket . Ms. [redacted] was informed that whoever replaced the oil filter at her last change put it on too tight and we were afraid it would break upon removal. We offered two options, the first being we would remove the filter and if it did break then she would need to pay for any repairs. Or, we would replace the oil that we had drained (at no charge to her) and she could take her car back to the place that did the last oil change. If they broke it they would probably repair it at no charge to her since they had replaced the filter too tightly. We left the decision to her. Shortly after we told Ms. [redacted] the problem, her husband arrived at our store. Between the two of them things escalated to the point that our employees called the police and had them removed from our premises. Due to their behavior they were told that the [redacted] location declined to provide them service.
We understand and are happy for them that they had the oil changed with another business without any damage or issues. However, our experienced oil tech was not comfortable proceeding with the oil filter removal without forewarning Ms. [redacted] of possible damage.
Mr. [redacted], Ms. [redacted] husband filed a complaint with our member relations department. I personally called and spoke with both Mr. [redacted] and Ms. [redacted]. In the course of our conversation I told both of them that we could refuse to service anyone at our retail location who acted in a unreasonable manner so that our staff felt threatened. However, they were most welcome to go to any of our other 30+ locations and the warrantly on their tires would be honored. At various times since my conversation with them, [redacted], our call center manager and [redacted], BSTS regional manager have both explained to Ms. [redacted] that BSTS would honor their tire warranty at any of our other locations as long as there wasn’t a repeat of their unreasonable behavior. We have three facilities close to our [redacted] location. [redacted] in Cincinnati.
Bob Sumerel Tire and Service, LLC has been in business for over 45 years and strives to provide quality service to each and every customer that comes through our doors. It certainly was not our intention for this incident to escalate to the point that this has. We will do everything we can to provide Ms. [redacted] quality service and honor the tire warranty at any one of our other locations in the future given the opportunity.
Sincerely,
[redacted]
Corporate Risk Manager
Bob Sumerel Tire & Service, LLC
AAA Allied Group, Inc.
###-###-####
Revdex.com: [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below After dealing with calling the company and being told I am wrong, I decided to take my issue to the Revdex.com I understand that this is a large corporate company and they will do anything to back their employee and think they can just brush off a woman consumerI had explained to them when I called the AAA member services this is not the situation that happened No one threatened the man behind the counter, nor did me or my husband approach him in a threatening manor By them saying that I was given the option "IF" it broke was not true The option was to either have them order a new part for my car or no oil change at all My tires were never rotated because I would not agree to have extra work done The employee of Bob Sumeral would not give me a print out of my tire warranty and also tried to say I never bought tires from them The reason being is they put the warrantee in their system under the wrong license plate number It took him aproxminutes to find Once he did I asked him to print it off since he could correct the issue in the system so my warrantee would be honored at a different location and he said "NO" Ill just have to deal with their mess up at a different location and "good luck" to me ever trying to get another location to honor my warrantee since it was in the system wrong This was when he said he was calling the police so I would just leave, and quit talking All this could have been avoided if he would have just rotated my tires while the car was on the lift instead of trying to price gouge me on extra parts and services If they truly couldn't get the cap off my car to do the oil change then they should have said they couldn't get the cap off, but we did the tire rotation that you initially brought the car in for There was no need to call police to try to embarrass us Its sad that Miss [redacted] is going off hearsay from this employee and she was not there to see and hear what really went on If we were so threatening why would you even want such threatening individuals coming to any of your locations Now my warrantee is expired, and I never could get my tires rotated How am I supposed to get this done at another location? I wish I could have been treated like that Revdex.com commercial with the nuns at the mechanic shop only fixing what actually needed to be done and not trying to be untruthful Regards, [redacted] ***
Revdex.com:
[redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
After dealing with calling the company and being told I am wrong, I decided to take my issue to the Revdex.com. I understand that this is a large corporate company and they will do anything to back their employee and think they can just brush off a woman consumer. I had explained to them when I called the AAA member services this is not the situation that happened. No one threatened the man behind the counter, nor did me or my husband approach him in a threatening manor. By them saying that I was given the option "IF" it broke was not true. The option was to either have them order a new part for my car or no oil change at all. My tires were never rotated because I would not agree to have extra work done. The employee of Bob Sumeral would not give me a print out of my tire warranty and also tried to say I never bought tires from them. The reason being is they put the warrantee in their system under the wrong license plate number. It took him aprox. 10 minutes to find. Once he did I asked him to print it off since he could correct the issue in the system so my warrantee would be honored at a different location and he said "NO". Ill just have to deal with their mess up at a different location and "good luck" to me ever trying to get another location to honor my warrantee since it was in the system wrong. This was when he said he was calling the police so I would just leave, and quit talking. All this could have been avoided if he would have just rotated my tires while the car was on the lift instead of trying to price gouge me on extra parts and services. If they truly couldn't get the cap off my car to do the oil change then they should have said they couldn't get the cap off, but we did the tire rotation that you initially brought the car in for. There was no need to call police to try to embarrass us. Its sad that Miss [redacted] is going off hearsay from this employee and she was not there to see and hear what really went on. If we were so threatening why would you even want such threatening individuals coming to any of your locations. Now my warrantee is expired, and I never could get my tires rotated. How am I supposed to get this done at another location? I wish I could have been treated like that Revdex.com commercial with the nuns at the mechanic shop only fixing what actually needed to be done and not trying to be untruthful.
Regards,
[redacted]
Dear [redacted]
We are in receipt of the cus[redacted]er concern submitted by [redacted]. Ms. [redacted] did bring her [redacted] into our [redacted] location for an oil change on March 25, 2014. The oil tech proceeded to drain the oil and found that he could not safely remove the oil filter without...
possibly damaging the filter bracket . Ms. [redacted] was informed that whoever replaced the oil filter at her last change put it on too tight and we were afraid it would break upon removal. We offered two options, the first being we would remove the filter and if it did break then she would need to pay for any repairs. Or, we would replace the oil that we had drained (at no charge to her) and she could take her car back to the place that did the last oil change. If they broke it they would probably repair it at no charge to her since they had replaced the filter too tightly. We left the decision to her. Shortly after we told Ms. [redacted] the problem, her husband arrived at our store. Between the two of them things escalated to the point that our employees called the police and had them removed from our premises. Due to their behavior they were told that the [redacted] location declined to provide them service.
We understand and are happy for them that they had the oil changed with another business without any damage or issues. However, our experienced oil tech was not comfortable proceeding with the oil filter removal without forewarning Ms. [redacted] of possible damage.
Mr. [redacted], Ms. [redacted] husband filed a complaint with our member relations department. I personally called and spoke with both Mr. [redacted] and Ms. [redacted]. In the course of our conversation I told both of them that we could refuse to service anyone at our retail location who acted in a unreasonable manner so that our staff felt threatened. However, they were most welcome to go to any of our other 30+ locations and the warrantly on their tires would be honored. At various times since my conversation with them, [redacted], our call center manager and [redacted], BSTS regional manager have both explained to Ms. [redacted] that BSTS would honor their tire warranty at any of our other locations as long as there wasn’t a repeat of their unreasonable behavior. We have three facilities close to our [redacted] location. [redacted] in Cincinnati.
Bob Sumerel Tire and Service, LLC has been in business for over 45 years and strives to provide quality service to each and every customer that comes through our doors. It certainly was not our intention for this incident to escalate to the point that this has. We will do everything we can to provide Ms. [redacted] quality service and honor the tire warranty at any one of our other locations in the future given the opportunity.
Sincerely,
[redacted]
Corporate Risk Manager
Bob Sumerel Tire & Service, LLC
AAA Allied Group, Inc.
###-###-####