Complete Automotive of Richmond, Inc.

Prior to contacting Ms*** the morning of the accident (June 1), Complete Automotive contacted our insurance carrier to file a claim. We provided Ms*** with the insurance information and claim number the morning of the accident when we contacted her to inform her what had
happened. The accident happened on a Thursday and the insurance company could not send an adjuster until Monday June 5 to inspect the vehicle. Tim H*** of Complete Automotive spoke to Ms*** on Sunday June 4 to inform her of when the insurance adjuster would be looking at her vehicle and that he would keep her advised of the progress. Ms*** was satisfied with that information. He also advised her that he would talk to her once the insurance adjuster provided an offer on her vehicle and would work with her further in regard to the matter. As of the date of this response, the insurance investigation has been completed and the customer has been satisfied to best of our knowledge based on our discussions with the insurance company

We pulled *** *** invoice dated 7/29/*** The technicians notes on the ticket indicated that the caliper slide/guide pins were seized and wearing the brakes out in a tapered manner Please see the attached link for an example of the damage:
*** The rotors were replaced because of discoloration and with the caliper pins seized the brakes pads can wear out prematurely and severly overheat the brake rotors.*** ***, our company president, returned a call to *** *** on or about October 24th and left him a message to please return a call for a detailed explanation of why he needed brakes after 15,miles.It is our company policy to offer at lease some sort of in store credit even though we feel we did nothing wrong If *** *** would have returned our call, we would have discussed that with him *** *** can contact *** *** at (***)***-*** for a full and detailed explanation if he would like.Thank you

The customer was given a full refund on the day services were performed. If the customer is still not satisfied, please have the customer contact me directly and we will work towards a resolution. Thank you, *** ***

[A default letter is provided here which indicates your
acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** *** ***, hello and thanks for your emailI would like to follow up with you regarding this complaint.
It ended very well with Complete Automotive working with me to have the wheels on my car repainted. After having a repair specialist estimate costs, they were willing to allow me an alternate method of repair where I took on the added costs for a more complete resolution which included having my wheels repainted entirely and not spot paintedAdditionally, they were very accommodating, including removing tires from wheels and also installing painted wheels and tires after repairs.
It turned out to be a very constructive process where client & business worked hand in hand achieving an equitable solution. I appreciate the Revdex.com and your efforts as well, it couldn't have been done without you
Thanks so much,

Called business spoke with Tim H[redacted] the owner of the business. He stated that his last conversation with Ms. [redacted] was this past Saturday June 17th. Ms. [redacted] had work done to the vehicle before the accident occurred. Mr. H[redacted] asked the insurance adjusters to include the amount in the settlement offer so Ms. [redacted] didn't have to pay them anything. The blue book value of the car was estimated at $[redacted] and an offer was made to Ms. [redacted] of $[redacted]. Mr. H[redacted] stated that he has tried to help Ms. [redacted] look for a car of equal value but she didn't approve of any cars. The insurance company is waiting on the title to be signed and sent to them. Once they receive the title the settlement check will be issued out.

Revdex.com:
I have reviewed the offer and/or 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.
I have never been contacted by the company's insurance company nor provided any written offer to settle this. I have left several messages for the Insurance Adjuster and my calls have been ignored. I am unsure as to why the company would claim that this matter has been satisfied when I cannot even obtain a return phone call from their insurance company. This matter is far from being resolved when there has been no communication to attempt to settle this matter. Regards,
[redacted]

[A default letter is provided here which indicates your...

acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]
[redacted], hello and thanks for your email. I would like to follow up with you regarding this complaint. It ended very well with Complete Automotive working with me to have the wheels on my car repainted.  After having a repair specialist estimate costs, they were willing to allow me an alternate method of repair where I took on the added costs for a more complete resolution which included having my wheels repainted entirely and not spot painted.Additionally, they were very accommodating, including removing tires from wheels and also installing painted wheels and tires after repairs. It turned out to be a very constructive process where client & business worked hand in hand achieving an equitable solution.  I appreciate the Revdex.com and your efforts as well, it couldn't have been done without you.  Thanks so much,

Please see the attached letter from our attorney.  As you will see, there is a detailed accounting of each interaction we have had with Ms. [redacted].  Ms. [redacted] has made numerous threats, untrue statements and even threatened criminal charges.  Complete Automotive has offered on...

numerous occasions to either correct the problem or pay the facility that "confirmed everything" to fix the issues related to Complete Automotive's work.  Ms. [redacted] will settle for nothing less that a check for twice what she paid for the work.  Her conduct nearly rises to the level of extortion as she continues to make frivolous and untrue complaints about Complete Automotive to numerous entities.  Complete Automotive has made every attempt to bring closure to Ms. [redacted] since February 2016, however Ms. [redacted] has rejected all reasonable offers.  Please read the letter in its entirety from our attorney.    Regards  Ruth H[redacted]

Revdex.com:
I have reviewed the offer and/or 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. S[redacted] reply on behalf of Complete was filled with false/inaccurate information. I have attached a letter with corrections and supporting documentation. I have much more documentation if needed.I have read Mr. S[redacted] letter and would like to correct multiple errors by providing some facts for him. First of all, when I filed my complaint, I submitted a note to the Revdex.com that I didn’t have the exact dates with me and the dates provided were approximate. I now have my paperwork and first of all, the repair was NOT performed in February, I picked up my [redacted] on Friday, March 4th (see included receipt). Mr. S[redacted] stated that I refused to have my vehicle “repaired” under their warranty. Incorrect. First of all, the main problem wasn’t a warranty repair issue, my [redacted] now has problems it did not have before going to Complete Automotive. This was a botched repair issue, I told Mr. H[redacted] the differential they put on was bad and humming, he told me they found nothing wrong. After picking up my [redacted] from the initial repair, I took my [redacted] back to Complete the following week (since it was Friday when I picked it up) and they claimed they could find nothing wrong when they drove it and looked it over and suggested it was my tires. I had a funeral to go to and drove to the east end via 64 east. I hit a pothole and lost all control of the [redacted] and called demanding they take whatever they put on my [redacted] off and put my original parts back on I wanted a refund. Immediately after leaving the funeral home, I took the [redacted] BACK to Complete Automotive AGAIN. They gave me a rental car and took the [redacted]. I told them to put new tires on it because I did not want to hear that crap that it was the tires causing this problem that I never had until I took my [redacted] to Complete Automotive. Sunshine, a Complete Employee called me the next day and repeatedly apologized stating they took my original stabilizer off the vehicle during the initial repair and put an old one on my [redacted] and he stated “You were right, that vehicle is not safe and should not have been on the road” and continued to apologize. This was the first time I was told my original stabilizer had been taken and an old one put in its place. Please see included original receipt, no where does it mention my stabilizer was taken or swapped out for an old one. There was nothing wrong with my stabilizer and it should not have been taken and replaced with a defective one or any other one. #4 under the Automobile Repair Facilities Act, Code of Virginia, § 59.1-207.4. Offer to return replaced parts required; customer's right to inspect parts – states: An automobile repair facility shall offer at the time the repair work is authorized to return to the customer any parts which are removed from the motor vehicle and replaced during the process of repair; provided that any part which is required to be returned to a manufacturer or distributor under a warranty agreement, trade-in agreement or core charge agreement for a reconditioned part need not be returned to the customer. If the customer wishes the return of replaced parts subject to core charge or other trade-in agreements, customer agrees to pay the facility the additional core charge or other trade-in fee. The customer retains the right to inspect requested returned parts even if custody is refused. I was never offered my parts back even after demanding them to be put back on my vehicle and it should be noted, according to Sunshine, all my original parts were still in there shop at that time. § 59.1-207.5. Written invoice required upon completion of repair work. Upon completion of any repair work on a motor vehicle, including work performed pursuant to any warranty, an automobile repair facility shall provide the customer a written invoice which clearly indicates the work performed and the charges for parts and labor, separately stated, and which separately identifies those parts provided under warranty and not under warranty, and identifies those parts, if any, which are used, rebuilt or reconditioned. The provisions of this section shall not apply to work performed which was done on an advertised single price basis. I was never told my stabilizer had been taken and swapped for an old one until the 2nd time I returned my [redacted]. Please see included original invoice which make no mention of a stabilizer. They mention a tire sensor they ordered for me, but nothing about a stabilizer. Also included is the invoice for the tires that I ordered when I took it back for the 2nd time (making it 3 times total at this point, including the initial repair). At this point, you’ll see they noted that they had swapped an old stabilizer to the replaced differential. They then note a heavy duty stabilizer was put on to replace the bad one they put on without my knowledge in the initial repair. They also added tie rod ends and a window switch all at no charge in an effort to calm me from being upset that their illegal swap without my knowledge almost killed me on the interstate and attempt to repair the damage they caused. When I got the [redacted] back, it still wasn’t right. I took it back again and drove with the mechanic to show him what was wrong. He said he got it and would have it right when I picked it up for the fourth time. I picked it up and it still wasn’t right. At this point Mr. H[redacted] replied to an email I sent thoroughly disgusted at this point, telling me my [redacted] met all specifications and “The part we replaced on your car was a front axle assembly. The part carries a 3 year, 100,000 mile warranty. There were no suspension or steering parts worked on, removed, or replaced with the exception of the steering stabilizer which we took from your front axle assembly and installed it on the unit we put in your vehicle.” Which was not true. Sunshine told me they did not put mine back on there, they put a bad one on there that shouldn’t have been used. At this point, it is clear Mr. H[redacted] was not aware of this or the fact that a heavy duty stabilizer had been put on there to replace the original one that was not defective, but removed and replaced without my authorization or knowledge. Notice no charge on the invoice. He also seems unaware of the tie rod ends that were put on the 3rd time I took it back. Mr. H[redacted] also goes on seemingly unaware that I had already been on a ride with the mechanic the “last time” I had it in there. Please see included email. I also sent a video of the problem I was having. Mr. H[redacted] then follows up with another email admitting they had looked at my [redacted] several times and could not find anything wrong. They referenced a 4x4 shop I took the [redacted] to, who the person in charge was friends with Tim and mistakenly told him his guys couldn’t find anything wrong either, when in fact his guys said they would need to charge me to look at it in detail and that the people at Complete probably didn’t know what they were doing. That statement was made before their boss, Tim’s friend, came in the room and they found out Tim was his friend. Please see included email. Yes, after allowing them four (4) opportunities to fix my [redacted] and they failed each time, I at this point refused to take it back for yet another ride along. Please note, we are now into June. I have been driving my [redacted] for going on four months everyday on these bad parts at this point. Mr. S[redacted] claims they did not demand I take it to specific location for repair which is also incorrect. Please see included email from Mr. H[redacted] stating: “If you like, I will pay for the diagnosis for you to take your vehicle to [redacted] if they find anything wrong with the worked we performed. If for some reason they determine that the work we performed on your vehicle was faulty, I will pay to have it repaired.” My [redacted] is a 2004, completely paid for, with no leins, no one has the right to tell me what repair facility I have to take my vehicle to. I did not purchase my [redacted] from Complete Automotive and am not obligated in any way to take it to any specific repair facility, [redacted] certified or not. Again, we’re now in June. I repeatedly sent emails informing Mr. H[redacted] that my [redacted] was getting worse, so the [redacted] was steady deteriorating before his offer to pay for [redacted] to look at it. Please see included emails and dates. Mr. S[redacted] sent a letter in July telling me not to bother his client anymore. He also told I had to take it an authorized [redacted] repair facility which I did not want to do, because I had someone who was recommended that I trusted to look at my vehicle for a fee. I did not have the money to take it to a [redacted] center because they are expensive and informed me they would not deal with a third party, I would need to pay them directly at the time of diagnostics. Once I got the money to go, I went to [redacted] as instructed and paid for it out of my pocket and then forwarded their findings, which confirmed everything I had been saying, to Mr. S[redacted]. Mr. S[redacted] and Mr. H[redacted] said I had to take my [redacted] to an authorized service center to get the diagnostics done and Complete Automotive would pay for any repairs said authorized service center attributed to the work they performed. They did NOT say, the repairs had to be done at a certified authorized repair center or dealership. See below excerpt from Mr. S[redacted] email, also included. “Nobody is telling you that you cannot take your vehicle to any service center of your choosing.  However, if you wish to have Complete cover the costs associated with the same, it is offering to cover the diagnostic cost charged by a certified [redacted] service center as a courtesy, and will pay for any repairs to your steering said service center attributes to the work performed by Complete. If you wish to take your vehicle anywhere else, you are free to do so, but Complete will not cover any costs related thereto.” Complete Automotive wanted a dealership/authorized/certified service center to tell them what was wrong because they would know best. [redacted] is a [redacted] Dealership, an authorized, certified service center. It is everything they asked for in one. They wanted the diagnostic and quote to come from them and that’s what they got. Now they are refusing to pay because now they’ve decided they get to choose where I take my [redacted] for repair. He clearly stated “Nobody is telling you that you cannot take your vehicle to any service center of your choosing.”, but that is exactly what they are doing to try and drag this on and control the situation. I have done everything they asked and I worked with Complete for almost 4 months before they came up with this dealership thing. They looked at my [redacted] three additional times after the initial repair that caused the damage. They have been dragging this on and on and forcing me to continue to drive an unsafe vehicle and now they are trying to claim the additional damage to my vehicle due to their negligence, inferior work, unauthorized taking aka stealing of my original part is now my fault and they refuse to pay for it? That’s absurd. Mr. S[redacted] also stated that I rejected Complete’s offer to resolve this and am demanding over $[redacted] more than what I paid for the work Complete did. Insinuating I’m trying to get something I don’t deserve. I repeatedly asked for a refund of the amount I paid. I asked for my parts to be put back on and to give me a full refund. Complete refused. I continued to only ask for a full refund, please see excerpt from my email to Tim H[redacted] on June 2nd (email included): “You're so desperate to hold onto that $[redacted], if something happens, you can use it to put towards your attorney fees. MY [redacted] IS NOT SAFE!!!! I AM GOING TO GET KILLED DRIVING THIS THING THE WAY IT IS AND I CANNOT AFFORD TO TAKE IT ANYWHERE ELSE WITHOUT A REFUND!! OBVIOUSLY, THIS IS WHAT YOU WANT TO HAPPEN. YOU HAVE RUINED MY [redacted] AND ENDANGERED MY LIFE AND ALL THOSE AROUND ME WHILE DRIVING. IT IS WELL DOCUMENTED THAT I HAVE REPEATEDLY STATED MY [redacted] IS NOT SAFE SINCE YOUR GUYS WORKED ON IT AND MY FAMILY HAS COPIES OF EVERYTHING. You digging in your heels and refusing to give me a refund is going to cause my death. Hope you're proud of yourself.” Please also note excerpt of Mr. S[redacted] statement to me on July 12th in the email chain regarding their demand I go to an authorized, certified service center or dealership: “There are no other offers than what has already been communicated. I will not continue to respond to your repeated requests for a refund. No refund will be provided.” Something Mr. S[redacted] has failed to grasp is I paid $[redacted] to have my front differential replaced. Not to have my stabilizer taken without my knowledge and replaced with a defective stabilizer that was so bad it caused me to lose control of my [redacted] and according to Complete’s own employee, shouldn’t have been on the road. Mr. S[redacted] also fails to understand the differential put on my vehicle by Complete is also bad. Everything they put on my vehicle is bad. The parts they put on/replaced/ swapped/stole without my knowledge are all bad. All of those bad parts caused additional damage because I have been forced to drive on them all this time because Complete refused to give me a refund and Mr. H[redacted] admitted himself, they had looked at my vehicle several times and could not find anything wrong. Proving my point that they had multiple opportunities to ”repair” what they did to my vehicle and could NOT. They violated the Automobile Repair Facilities Act, endangered my life as well as others on the road by leaving me no option but to drive an unsafe vehicle, they refused repeatedly to give me a refund and they failed multiple times to even see that there was a problem much less repair it. The amount I asked them to pay was given to me by the facility they chose to do the diagnostic on my vehicle and that amount is to repair the damage they’ve done and nothing more. Please see included quote from [redacted]. Furthermore, Mr. S[redacted] states that they did not steal any parts, “but replaced those necessary to make the repair”. Saying it was necessary to take a good working stabilizer off my vehicle and replace it with a defective stabilizer to repair my differential is the equivalent to saying to repair a broken motor mount we had to take the good motor and replace it with a blown motor to make the repair. It’s ridiculous. Replacing the stabilizer is NOT required to replace the differential. Please note [redacted]’s estimate and how they price the differential separately from the stabilizer because they are two different parts and two different repairs. How is taking a working part and replacing it with a defective part somehow required to make an unrelated repair? That makes absolutely no sense. You don’t replace a good tire with a bald tire when you’re repairing the brakes just because the tire had to be removed. The excuse for stealing my stabilizer is just as absurd. His almost accusation of extortion because I said I’m going to file criminal charges is also absurd. Yes, I gave Mr. H[redacted] a chance to make this right before going to the police because win, lose or draw, a charge against him will remain public record, anyone can see Virginia court case information and I wasn’t looking to harm anyone’s reputation if it could be avoided. How Mr. S[redacted] has confused that with extortion is extremely confusing. Because he hasn’t received a warrant, doesn’t mean I haven’t done anything. I’ve discussed this with the [redacted] and they are who originally told me to go to the police. I wasn’t sure how to go about it so I contacted the Commonwealth Attorney’s Office, explained the situation, sent them documentation and ask them what to do. They told me to go to the police and the address to go to and that was just on April 11th and 12th. It was not a threat as he implied, I’m simply gathering all my facts together.The repair date in Mr. S[redacted] final paragraph is incorrect. Please see all the included emails and receipts. The repair was not in February, it was in March. If I stated I contacted Complete in March and April of 2017, it was nothing more than a typo and I obviously meant 2016 which should be evident in reading the attached emails. My only offer to resolve this is payment in full for the damages they have caused. If this continues to drag on, I will have to have the [redacted] inspected again and have a new estimate with current pricing and any additional damage caused by the delay added to it. 
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or 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.My apologies, I do not know how to even answer this as it is all fabrication. Every answer and conversation is a different/changed story. The blue book value of my car is nowhere near the lower amount mentioned in the response. In fact, I have never even heard that amount mentioned to me. Moreover, the higher amount is also closer, but not the retail value of the vehicle. Mr. H[redacted] has NEVER assisted in my search for a vehicle, and our phone conversation entailed him telling me to have a vehicle shipped from out of state as he says it is done all the time. He also said I would be able to put money in my pocket which is so ridiculous with how much I have lost that it deserves no more explanation. The conversation was absolutely absurd and had no reference to my vehicle whatsoever and he will not have the opportunity to speak with me again. I have not been credited for the work done prior to the accident nor has the Visa Dept. as of June 17, 2017, had an answer back from the owner on my dispute. He has ignored all requests for a response. No one has added that amount into any settlement offer as stated. I am not sure where all this is coming from, but it is difficult to answer when none of it is remotely true. Furthermore, the owner of the company has been through this scenario before with another customer and apparently has just gotten better at the game. I had an in person consultation with an Attorney on Thursday, June 15th and spoke with the owner's Insurance Adjuster this afternoon, June 19, 2017. The Adjuster has agreed upon allowing me to submit proof of my evidence to review and advise on his final decision. If we cannot settle the matter, I will move forward with additional options. Thank you very much for your time in this matter.
Regards,
[redacted]

Review: Had 4 new tires installed on my [redacted] automobile. Upon inspecting the vehicle, I noticed a lot of a sticky substance on the perimeter of rims. Once I washed the wheels I found several deep marred scratches around 3 of the 4 wheels.

I returned the vehicle to the service manager who had someone else take a look and was told their machine wasn't responsible and refunded $116.46 - the cost of labor to mount the tires.

Obviously I was humiliated by theis total and complete denial, responsibility or accountability for the damage to my wheels!

The entire event was one where they attempted to put me on the defensive from the outset, and in my opinion, they were never interested in a resolution. It's the worst customer service I have been a part of in a long time.Desired Settlement: I want to have my wheels repaired and brought back to the condition they were in when I first dropped it off at their service center.

Business

Response:

The customer was given a full refund on the day services were performed. If the customer is still not satisfied, please have the customer contact me directly and we will work towards a resolution. Thank you, [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

[redacted], hello and thanks for your email. I would like to follow up with you regarding this complaint.

Review: On 10/14/2011,Complete replaced my front brakes & rotors ($241.37),In October of this year I reviewed my car folder and realized that they supposedly replaced my front brakes & rotors on 7/29/2013 again ($301.17).After only 14,802 miles.On 10/05/2014 I went to complete spoke to Tim Hopkins,he reviewed the 2 invoices,he told me he would have to pull the original work orders,& would call me.I called on 10/12/2014,since he never called me,I spoke to [redacted],she told me she would bring this to his attention.On 10/21/2014 I called again,spoke to him ,stiil hasn't pulled the work orders.He asked me what I expected him to do,I told I wanted an explanation for the 2 invoices,& and be reimbursed for one of the invoices.He than asked me what I thought happened,I told I didn't know,maybe his mechanic took the new brakes & rotor and did a side job.All I knew was I was charged twice,& and should get some reimbursementDesired Settlement: As stated above reimbursed for one of the invoices

Business

Response:

We pulled [redacted] invoice dated 7/29/13 [redacted]. The technicians notes on the ticket indicated that the caliper slide/guide pins were seized and wearing the brakes out in a tapered manner. Please see the attached link for an example of the damage: [redacted] The rotors were replaced because of discoloration and with the caliper pins seized the brakes pads can wear out prematurely and severly overheat the brake rotors.[redacted], our company president, returned a call to [redacted] on or about October 24th and left him a message to please return a call for a detailed explanation of why he needed brakes after 15,000 miles.It is our company policy to offer at lease some sort of in store credit even though we feel we did nothing wrong. If [redacted] would have returned our call, we would have discussed that with him. [redacted] can contact [redacted] at ([redacted] for a full and detailed explanation if he would like.Thank you