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Dominion Car Company

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Dominion Car Company Reviews (1)

Review: On 06/13/2013 I took my truck to Dominion Service & Parts in Salem...Salem,Va to have my oil changed. After returning home, I pulled the oil dip stick out to check and make sure the oil level was correct. The oil was one and a half inches above the full level mark. The next morning I called them and informed them of the problem. The guy that answered said he would inform the service manager. No one ever returned my call. About a week later I found a website that I could send comments to the owner, Andy Kaplan. I explained what I had been through. He emailed on 06/20/2013 and said he was unable to find the record of my visit. I sent him the service order number and responded back that he found it they made a mistake and spelled my name wrong. He told me [redacted], I'm guessing he's the service manager, would be getting in touch with me that afternoon. [redacted] called that afternoon and said Andy Kaplan wanted him to call about something to do with an oil. He acted as though he had no idea what my complaint was. I told him I had to drain about 2 qts of oil from my truck because they over filled. I was as nice as I could be but he was arrogant and a smart alec through out the conversation. He said bring it back up there and they would put it back on the lift. I said it would cost me over $6.00 to drive up there and back and I would just like to have my money back. He said that wasn't going to happen. I told him I would just call Mr. Kaplan then. He said go ahead and slammed the phone in my ear. I called to speak to Andy Kaplan and was sent to his voice mail. I left a message as to what was said. Andy Kaplan sent me an email and said return to Salem for them to redo the oil change was the only way to resolve the issue and figure out what caused the problem. I wrote back and informed him the money it cost me to drive back and forth and that the problem was simple, the guy that changed my oil never drained out the old oil because you see it was still dirty. No refund offered.Desired Settlement: My desired settlement is a refund of $22.67. To finish what I've written above..I told him I would never allow them to do work on my truck again, especially after [redacted] ran his smart mouth. They could come to my house and see that the oil is still dirty. He said redoing the oil change in their shop was the only option I can offer you. No apology for [redacted]'s smart mouth, no offer to refund my traveling expenses. No way will I allow them to do work on my vehicles again!!

Business

Response:

As a business owner for 37 years I have always tried to err on the side of the customer's point of view. In this case I am unable to do so. I could easily return Mr. [redacted]'s money but on principle I will not do so.Attached is the entire email exchange between us. Generally it is a businesslike conversation without animosity and with a reasonable exchange of ideas and information. I made a simple request for the opportunity to look at Mr. [redacted]'s truck in order to find the root cause of the mistake (if one truly occurred). Was our metering equipment calibrated incorrectly? Was the filter we installed defective? Is our chart of oil capacity information for this particular vehicle inaccurate? Or did our employee just make a serious mistake? I need to know which of these (or other) scenarios occurred. Otherwise it could happen again.Once Mr. [redacted] inferred that I was not going to simply refund his money without further reasonable investigation, his demeanor changed dramatically. What can not be reflected herein is the depravity of the phone message that Mr. [redacted] left for me after I asked him to come back in for an analysis of the problem. It was filled with hatred and very inappropriate remarks including references to my religion. Without addressing the personal invectives, this phone conversation included the accusation that we did not drain the old oil out of his motor block at all but that we merely put the new oil on top of the existing old oil in the vehicle. This is preposterous and impossible and alone is a reason to not take Mr. [redacted]'s complaint seriously.For obvious reasons I did not return this phone call.[redacted] has worked for us for over 20 years and prior to that was in a business that required constant interaction with customers. [redacted] is human and has been known to speak his mind. But in my experience as his employer I know that this only occurs when he is severely provoked. Based on the banal nature of the phone message that was left for me I take the position that Mr. [redacted] provoked [redacted] over the phone thus leading to the response that he found to be discourteous.I was quite serious in my emails that complaints such as this happen very infrequently - perhaps once in 5 years. I take any complaint seriously because of the potential consequences of such oversights by our technicians. We face liability for damage to customers' vehicles but this is dwarfed by potential damage to our long and hard-earned superb reputation for customer service. It is not unreasonable for me to ask Mr. [redacted] to return here for me to reinspect his truck to ascertain who or what was at fault. it was not unreasonable for him to ask for $6 for reimbursement for gas. However, after the words that were left for me on my voice mail I am unwilling to even take that small step.I fully understand that the Revdex.com can opt to list our business as "Non-responsive" or place another equivalent demerit in our file as the result of my decision. I also understand that Mr. [redacted] could choose to pursue this matter throught the legal system or through other consumer channels.But I ask you this: Why would I risk such dire consequences for $22? Millions of dollars of revenue run through our accounts each year. $22 is but a speck of dust. After 37 years of trying to take care of customers why would I take an adverse position now on a seemingly trivial matter? The simple answer is that if I did this I would forever feel that I had sold my prinicples out to an individual who insulted me to my core unnecessarily and without provocation.I would be happy to come to your office to discuss this in more detail if you would like me to do so.Sincerely,Andy Kaplan

Consumer

Response:

I just read Andy Kaplan's response. First of all I want to make it clear I never mentioned anything about his religion. I was nice as any man can be on the phone to this [redacted]. After I asked, politely, for a refund he angrily said that's not going to happen. I didn't say this to him at the time but I have good reason not to trust their workmanship. I then said I would call Mr. Kaplan then. He yelled go ahead and slammed the phone in my ear. I called and asked for Mr Kaplan and they said he wasn't in and transferred me to his voice mail. This is the only conversation I had with Andy Kaplan by phone. The rest were through the internet and emails. Once again, there was nothing I said on that voice mail that mentioned anything to do with his religion. At the time of my voice mail, my anger was not at Andy Kaplan or the refusal of the refund by [redacted] but because of the the smart alec way [redacted] spoke to me and the fact he slammed the phone in my ear. Andy Kaplan's response was by email, which I have a copy of and after I saw his defense of [redacted], even after I explained how rude he treated me, I realized they were in this together. No man's going to be treated this way and still do business with such shady characters. My anger then turned toward Andy Kaplan as well. It's obvious their actions start at the top and work their way down. Any descent owner of a business would have disciplined or fired an employee for treating an honest customer that way. I told a fellow employee about the way they had treated me and he said that he wished I had talked to him first because they treated him badly years ago and would never do business with them again. If you need his name I can give it to you. He also mentioned another man's name that we use to work with that had been ripped off by this same bunch. They say they will not refund my money and I surely am not allowing them to touch my truck again. Another deceptive remark made by Kaplan as to what the caused was as if adding oil without draining what was in there was not true. It doesn't take a professional oil changer to figure out if the oil is still dirty and there's over an inch and a half of oil above the full line mark on the dip stick, the oil was obviously never drained. Either that or they put dirty oil back in there and added too much. If you haven't received a lot complaints about that bunch, it's only because it's such a headache to deal with all this that people just don't feel like fooling with it. Another employee I work with use to work in a garage and he said with that much access oil it's very possible that damage has already been done to the engine and I don't even know it yet. So asking for my refund was the least they could do. I think I was being more than fair in the fact that's all I wanted. What I'm still asking for is a reund. I have no idea where you suggest I go from here but any help would be appreciated. Also I want to make it clear again here that I offered for them to drive to my house and see that the oil is still dirty and no reimbursement was ever offered for the gas and time I'd have to spend if I had driven back up there. If Andy Kaplan sends you our email exchanges or a copy of my voice mail I would like to see or hear what he sends. Obviously shady characters with his money could easily have someone alter the wording. Thank you for your help.

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Description: AUTO DEALERS-NEW CARS

Address: 1259 East Main Street, Salem, Virginia, United States, 24153

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