Car Pros, Inc.

Contacted company for partial refund if not total refund for improper charge of mileage to destination. 9/1/16 this company was dispatched to tow myself and the vehicle to my destination. Upon pick up the driver confirmed mileage to my destination was 55mi instead of 62mi that I was billed for by the company prior to the service. Therefore, I contacted the company to inform of the request for refunding. [redacted], explained [redacted] was gone for the day however on 9/2/16 she would refund the charge as long as the driver confirmed the correct mileage. While in route to my destination the driver displayed uncertainty in his job as he expressed this was his first week of work alone and "on call" without anyone being with him seeing that he caught onto the responsibilities of the job so quickly. Well, shortly after the driver began texting and driving (of which I have video and pictures to support) while also having the need to pull over several times to find a gas station. However, the first two stations we stopped at did not support his company card; he could only retrieve gas from a [redacted] or [redacted] diesel gas station. I was very disturbed at the fact the company saw no urgency to ensure the tow truck was completely operable with the sufficient amount of gas to complete the requested service. After several stops we finally arrived to my destination after 3 hours of travel with no encounter traffic the delay in reaching my destination came from the driver "learning as I go" and stating he felt improperly trained about where to use the gas card, etc. Therefore, I proceeded with making a complaint to the company today 9/2/16 to at least be refunded for the improper mileage charge. The first person I spoke with was [redacted]. I explained the situation she placed me on a brief hold to speak with the office manager. Once she returned to the call she said I would not be refunded because of the gps system they use at their office which stated a 62mi trip. I also expressed [redacted] stated a refund would be issued as long as the driver confirmed the shorted mileage. [redacted] stated, "as far as the issue with [redacted] (driver) everyone has a first day" and proceeded to explain no refund would be issued for any of my experience as I tried to discuss the matter further she hung the phone up in my ear. I called the company back three times with no answer. Upon the fourth call [redacted], the owner, listened to part of my experience and reason for complaint however proceeded to insult my complaint stating he no longer wanted to listen to my complaint because he felt it was invalid. I asked him to understand my complaint and listen to what I was expressing he told me no that I was going to talk to the dial tone and proceeded to hang the phone up once again. I returned the call he answered I explained how unprofessional, belligerent, rude, and sarcastic he was being as an owner to a customer and would report to my lawyers for further reporting. Before hanging up on me once again he explained, "you cannot afford a lawyer."Desired SettlementAt this point I am seeking total refund for the services. The lack of professionalism and irresponsibility company wide was totally unacceptable and insulting. Business Response Now to the complaint at hand, let's address her concerns in order. Price...This call came to us through the complainants motor club. Apparently she has a substandard policy and her coverage only provided her with partial payment for the tow she was requesting. Her motor club made her aware that she would have overages that would be her responsibility. We called her and discussed her overage and she paid the bill by phone. She was given a price, she agreed to the price, and she paid the bill. The time to dispute the amount we charge is before service is rendered not after! If she didn't like the price Sanford has a tow truck on every street corner, we do not have a monopoly on the industry if our prices do not fit your budget hire someone else! But again after service is rendered is not the time to debate price...IT'S TOO LATE! Secondly I have no clue who she called, we have no one here named[redacted]...Never have. Third yes it was my drivers 1st week WITH US not in the industry! She heard what she wanted to hear! Fourth it should come as no surprise to anyone that tow trucks require fuel!!!! Yes the driver had to stop at two locations, the 1st no longer accepted the card we use so he had to go to a different store. Fifth our trucks have GPS tracking, from the time my truck arrived to pick her up and the time he was unloaded and pulled away from the drop off location was 1.5 hrs not 3 as stated and yes this can be proven! Sixth he was not texting and driving (on board cameras in truck can prove this as well), our GPS is on our phones! The next day she called and spoke with my office staff demanding a complete refund. She was told that would not be happening so she proceeded to repeat her story 4 more times getting more rude, belligerent, and embellished! She would not take no for an answer and she refused to end the call so yes she had to eventually be hung up on to end the conversation. When she called back she spoke to me the owner and proceeded to repeat the story again 5 times this time and again each time ruder than the last! Finally I asked her to answer a few questions for me and she agreed. Q: was my driver on time? A: YES actually early! Q: Was the driver courteous? A: Very. Q: Did the driver seem knowledgeable about his job? A: Yes Q: The driver knew he needed fuel but he also knew her car didn't run and it was hot out, so would she rather have sat in her hot car an extra 20 minutes and wait or would she rather sit in a nice air conditioned truck while he pumped fuel? A: Sit in the cool truck of course! So she was told in closing "ma'am according to you my guy was early, he did a great job, he was concerned about your well being, he got you to your destination in a timely manner, and you were charged the agreed upon price! So as far as I'm concerned we meet and exceeded industry standards and your expectations so no I will not be giving you a refund". At that time she went into a screaming fix so yes I told her I'm hanging up now and I did. Well she proceeded to call back numerous times screaming cussing making threats and saying she was going to get herself a lawyer and sue me! I told her to feel free to but I was pretty sure as hard as she was trying to extort money from me that she most likely couldn't afford a lawyer! Then she threatened to contact the Revdex.com and have them put me out of business, she was told to do what she felt necessary and to have a nice day! This lady is looking for a payday and wants something for nothing...She has picked the wrong place for that! We offer outstanding customer service at a competitive price but NOT free!

I am not satisfied with the manner in which the warrantied repair of my vehicle was handled. On 9/26 Car Pros was paid $1248.00 for the repair of the timing on our [redacted]. We were pleased with the service received. On the receipt it states parts and labor is warrantied for 1 year or 120000 miles, whichever comes first.On December 27th the check engine light came on with a noticeable loss of acceleration. As it was the weekend we parked the car. On Monday December 29th the car was returned to Car Pros for evaluation. The error code received was for a [redacted] - which involves the cam intake and exhaust sensors. On Friday January 9th we were told by Car Pros that they could not determine the cause for the error codes, and that we need to take the car to the dealership for repair. On Saturday January 10th the car was taken to the dealership for evaluation. I was contacted Wednesday January 14th by [redacted] that the error codes stated above were indicative of a timing issue. I then contacted Car Pros and informed them of the dealerships determination. They were skeptical that there was in fact a timing issue, but offered to fix the car should they determine it was in fact the timing. It was our decision to not return the car to Car Pros as they had previously had the car for 10 days and had claimed they could not discover the issue; and they subsequently released the car to be repaired by the dealer. On Friday January 16th we paid the dealer $989.47 for repairs made. It states on the receipt that the cam timing was off, timing chain was stretched, and the cam was off a tooth. The dealership replaced both chains and all tensioners with OEM parts.On Saturday January 17th were returned to Car Pros with documentation for all repairs and the parts that the dealership replaced. We spoke with [redacted] of Car Pros. They inspected the parts, inquiring about missing sprockets. We contacted the dealership who informed us that the sprockets were not found defective and were not switched out with new parts. Car Pros stated that they will need to contact the manufacturer of the parts regarding warranty.On Monday January 19th she called me at home. She stated that she could not contact the Manufacturer since it was a federal holiday and they were closed (Martin Luther King Jr.'s birthday). She said she would try to get back with me Wednesday.On Wednesday January 21st she called and offered a refund in the amount of 600.34 which I understood to be a prorated warrantied amount from the $1248.00 we paid. I spoke with the owner who stated the same information, who stated that a full refund could not be made because he did not receive all parts. Desired SettlementOn Wednesday January 21st we accepted the refund of $600.34 as we felt that is all we would be able to receive at that time without exploring legal aid. To clarify the impact these series of repairs has been on our lives; my husband is the only one working in the household at this time. The [redacted] is the only operating vehicle we own. I am currently unemployed, and am unable to work do to health issues resulting from cancer, surgery, and herniated disc/sciatic nerve damage. We are not wealthy people and had to borrow money for both sets of repairs which totaled $2237.00. It is my belief that since Car Pros released the car to go to the dealership for repair, and the issue the dealership discovered was the exact issue we had previously paid Car Pros to resolve, that Car Pros should reimburse to us either the difference between the $600.34 they refunded and the $989.00 paid to the dealership for repairs, or the difference between the $600.34 refunded and the $1248.00 paid to Car Pros for repairs that evidently were made incorrectly. Reimbursement should not be contingent upon the manufacturer as the receipt states that Car Pros warranties repairs - both parts and labor- for 1 year or 120000 miles whichever comes first. Business Response This vehicle was towed in because it did not run. The timing chain and guides had physically broken and were laying in the oil pan. the repair for the timing chain itself was $911.05+tax not $1248 as claimed by the customer, the additional was for the tow bill and to remove the oil pain to get the old parts that had broken and fallen into the engine. THE CAR RAN PERFECT FOR 3 MONTHS! They brought the vehicle back 3 months later with a drivability issue that we could not diagnose so we recommended they get a 2nd opinion. she called us back and stated she took it to the dealer and they told her they THOUGHT but were not sure that it needed a timing chain. We told her to bring the car back and we would take it apart and check and if it was in fact the timing chain we would replace it for free AND reimburse what the dealer charged to diagnose it. Approximately a week later she brings in a box with 1/2 the old parts demanding a full refund! She was told we would have to have our supplier determine if they were defective since we did not witness them on the car. The supplier stated they could not evaluate the parts because the are matched components and the customer did not return them all but they would do a partial refund to help make the customer happy. AS FOR THE LABOR SIDE OF IF. The customer quoted our warranty policy TWICE in her complaint so she obviously read it, and it plainly states WARRANTY WORK HAS TO BE PERFORMED IN OUR SHOP! Yet to help the customer out I prorated the warranty even though per our warranty I did not have to! So she was given a $600.34 refund although she didn't return all the parts and did not abide by the warranty policy! She seems to not have the ability to accept any responsibility for her actions! Tell me, can you buy a box set of DVDS from [redacted] and take JUST 4 of the 7 movies back 3 months later and expect a refund at all? I seriously doubt it! I personally believe I am being more than fair under the circumstances but unfortunately she wants something for nothing and that will not happen!P.S. REALLY PLAYING THE MEDICAIL CARD FOR SYMPATHY!!! TISK TISK