Decatur Auto Parts, Inc.

I am rejecting this response because: they are not being truthful, I never said that my tires were underinflated, or my lightbulbs were broken, I never stated those claimsMy brakes were all messed up

I'm very sorry you feel this way, all facts were stated in my last replyif you still feel you were towed without just cause your issue is with the owners of the parking facility not us (the towing company) we simply provided a service that was requested by them

*** *** *** *** was called by the banks management to remove a vehicle they said was illegally parked on there property* *** *** did just thatWe have no record of anyone calling to cancelWhen our truck arrived at the bank the tow operator requested that the requesting party identify
the vehicle that had to be removedShe did.ALL CHARGES and PARKING WARNINGS are clearly posted in accordance with NJ State Law at the property

I have reviewed Mr. [redacted]'s repair file and consulted with the repairing technician. Our technician disputes the claim that he was ever told of any warranty on a battery or any request for old parts, in fact my office staff states that old parts were requested after repairs were complete and...

repairing technician had left for the day. Customers car was towed in after breaking down exiting the New Jersey Turnpike. Repairing technician states that the vehicle's serpentine belt had been shredded and the battery was fully drained. After charging battery for several hours and testing it under a load it was found that battery was fair at best. The alternator was removed from vehicle and tested. Test results showed that the alternator was only generating 10 volts. with these results it was recommended that the Battery, Alternator and serpentine belt be replaced. After replacing the above parts the vehicle was run for several hours with satisfactory results.

We were indeed called by the Mr. [redacted] to tow his vehicle to a repair shop. While loading Mr. [redacted]' vehicle onto our flatbed tow truck, "[redacted]" our tow operator entered said vehicle and attempted to place the vehicle into "neutral" While placing the vehicle into neutral...

the shift handle broke. [redacted] called his supervisor and asked for advice. [redacted] was instructed to inform customer to bring his vehicle to our repair facility to further investigate. It was determined that the primary cause for the mechanical failure was due to excessive wear. As a show of good business conduct we agreed to do the necessary repairs at no cost to our customer. It took several days for the steering column to be located and ordered. Customer was very inpatient during this process, calling several times a day to ask if his parts had arrived. As soon as his parts arrived it took two business days to remove old column and install new one. After getting his vehicle back Mr. [redacted] returned and said that his light bulbs needed to be replaced, his transmission was slipping, the engine didn't sound right, his tires were underinflated and needed to be fixed or replaced etc..     This is a case of give an inch take A MILE. It is my standing that because we tried to do the right thing by fixing the original issue of the broken shifter Mr. [redacted] believes that  we are going to rebuild his truck at no cost. When he realized that by constantly calling our place of business was getting him nowhere he decided to go to the NJ Revdex.com to try to st[redacted]g arm us. I'm sorry but I cannot authorize any further repairs.

It saddens me how many times one has to respond to these misleading complaints. I will give you the first part of your complaint that you were forced to use our company to tow your car as you were towed off a NJ Restricted Roadway. (NJ limits towing to a select few that MUST meet strict...

qualifications. This is for the publics safety) You were brought back to our facility to process payment. As soon as you had been processed, you could have had your vehicle towed ANYWHERE you chose for repairs. You were informed that you had three options 1. WE could have one of our mechanics provide you with an estimate for the repairs of your vehicle. 2. We could tow your vehicle to any place of your choosing (for an additional fee) 3. You could call ANY TOWING COMPANY of your choice to tow your vehicle to a repair shop of your choosing. You chose to leave your vehicle at our facility and gave consent for an estimate of repairs. When our technicians checked your vehicle over your vehicle would not start, he performed a computer diagnostic which indicated that your vehicle needed a Crankshaft Position Sensor and Camshaft Position Sensor. We than called you to inform you of this and gave you the total estimated price for these repairs. You gave your consent to do the repairs. Once these repairs were complete you were informed that your vehicle was ready to be picked up. Upon you leaving it was determined that there had been so other mechanical repairs needed that would not show up on a computer diagnostic. We just happened to have the parts needed in stock as it was a common part. We performed these repairs for you FREE of charge as we felt it was better to take a small loss for the repairs than to anger one of our customers. It is my understanding that you were satisfied when you left. I do regret if after leaving you became upset. As we have been working very hard lately to keep our customers somewhat satisfied with our many services. Knowing the care we put into performing the repairs of your vehicle both paid and courtesy I cannot with good judgement issue any kind of refunds. I know that deep down you feel our services were acceptable. Maybe not perfect but acceptable.

Complaint: [redacted]
I am rejecting this response because: We asked the tow tuck driver to take us to the mechanic of our choosing and we were told that we first had to get it checked out by your shop first. We were not made aware of our other options. We also very clearly informed the shop of the reason we had brought it in and that reason was ignored and not addressed until we charged for unnecessary work and brought it immediately back. Yes they did finailly fix it for "free" because the solution was a very cheap part and less than 15 minutes of labor. They had already gouged us for way more that is was worth with their prior "repairs." We did agree to the estimate over the phone for the repairs done ONLY under the impression that it was addressing the problem we had brought it in for which was not related to the car being unable to start. 
We left the shop "happy" only out of fear that we would not receive our keys back if we continued to complain as we had been treated rudely and ignored by multiple people up to that point and really needed to get out of town quickly.  Your business practices are disgraceful. 
Regards,
[redacted]

After recently returning to work I have been aggressively reviewing all complaints from customers and employees alike. I especially take complaints of theft seriously as we do have a ZERO TOLERANCE on theft so much so that I have in the 16 plus years that I have been here i/we have filed criminal...

charges against a handful of individuals and followed through to see that they were prosecuted and our customers were compensated accordingly. I am sorry to here that Ms. [redacted] had an unfavorable experience with our services, more so knowing she is a local resident and a possible lost customer. I am however glad to here that her belongings were returned to her. "With the exception of her sunglasses and emergency cash" I have reviewed both the Secaucus Police Tow/Inventory report and the tow truck operators inventory report and called him into my office to ask him about this incident. Both reports did not indicate there was money or glasses left in the vehicle. The Tow operator did not recollect seeing glasses in the vehicle but did state that if there had been cash or any other variables in the vehicle he would have turned that in along with the cell phone.Again I am extremely apologetic that Ms.[redacted] believes she had an unfavorable experience with us but unfortunately there is no further action I can take at this point in time because I could not sustain Ms.[redacted]'s claim of missing property.

We are under and have to meet very strict vehicle release guidelines. We cannot release a vehicle on the word of a vehicle owner. All vehicles MUST have ALL Valid Paperwork ie..registration, insurance and Police Release Forms and in this case when a vehicle is part of a police investigation we must...

be notified by the investigating division Sargent or receave a signed letter on the department letterhead authorizing us to release the impounded vehicle and to whom we can release it to. Although under certain circumstances we will attempt to call the investigating authorities it is frowned upon and make an effort not to.

Complaint: [redacted]
I am rejecting this response because: I know with everything I had those sunglasses and cash were in the car. As I said before I don't care about the $20 and the only reason the phone was "returned" is because I am able to track that. I just want the sunglasses back due to sentimental value please. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Bull [redacted]!!  the battery they sent back was not even the original battery of the vehicle.We tested the alternator at our location and its in fine working order. The belt they sent back was not shredded as they claim. Needless to say I will never use this shop again for any work on our vehicles. I will pay the tow back to Home base than to deal with such nonsense. I rhink its time for the News agencies to do a check on the buisiness ethics of Johns Main for sure.

Customers vehicle was towed on a flatbed tow truck. As I stated in my previous letter we towed customer 's vehicle when placing the transmission into neutral the shifter broke due to excessive wear. As a sign of good customer relation we replaced the steering column at no charge to our customer. Fast forward to the completion of the repairs customer complains that there are additional damages. The fact that customers vehicle needs breaks has nothing to do with the vehicle being towed or the steering column being replaced. I cannot and will not be taken advantage of by a customer that is looking for free services.

Complaint: [redacted]
I am rejecting this response because:it's a flat out lie due to being inside with the branch manager at her desk when she called and cancelled.  
Regards,
[redacted]