Dulles Automotive Service Center

[redacted] ,I was just informed that you are the representative working on our complaint [redacted] has his car serviced with us and received both labor and new partsHe paid an invoice upon completion of the service, but later that day we say that the merchant processor declined to honor his credit cardWe immediately let [redacted] know and he stated that he saw the transaction listed on his endWe explained that it could not be honored and within a day the processed hold was clearedWe called [redacted] for further payment and at that time he no longer had the funds as other bills had been deducted from his accountHe promised to pay September 1st and has not done soHe states that in lieu of paying he will be filing a complaint with the Revdex.comI tried to explain that we at now suing through loudon county court system, but would be willing to settle this if he would pay immediately as we are asking for court cost, lawyer fees, and interest based on the agreement he signed at the shop.ThanksMadison

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:It is not factual I never got a form from the tow truck guy They never gave me a breakdown of the charges on 12/23/ Two months after I askedAlsy, they lied and told me they replaced the battery terminals when the originals were still on the car I have a copy from the [redacted] Dealership saying that those are the original battery terminals from when I purchased the car and they were never changed And they overcharged me for the work they did I should have paid half that price They never sent me any breakdown of the charges Also, the radio in my car stopped working after they worked on the car and fixed it And it had to go back in the shop months later with the SAME issue they said they corrected Which caused me to sell the car and buy a new one Regards, [redacted]

Please see attached for requested documents

We appreciate the opportunity to respond to this complaintTo give a preface, we have Coupons that that customers see and upon calling our shop they sometimes ask to have that coupon honored in shop to avoid fees from the third partyWhen we honor this transaction the customer signs in and pays us the coupon fee upfrontThis is no different than if a person had a voucher, the voucher states they must present it at time of appointment to validateIn such a case the person would have purchased the Coupon prior to the visitThis is the same process here for persons purchasing the coupon through usThe coupon, purchased through the third party or through us entitles the person to get a diagnostic of the brake system in addition to the repair, Generally, if a person comes in for a diagnostic they would pay a starting price of $to have the vehicle looked atThere are times when the diagnostic is more intensive and this price is raised, The said customer came to our shop having seen a coupon and asked to be honored as she was paying in cashThe front desk associate did honor that coupon and the customer paidWhen the technician performed his diagnostic he learned that the rotors were not in the best condition, but that pads could be applied, but the car being a Volkswagen had a computerized rear brake systemThis inevitably meant that additional labor time would be called forUpon the customer learning of this she said that she only wanted the brakes to be looked at but not have her rotors done and that she was not prepared for the additional labor timeAt this point the customer was assured that the rotors would only affect the wearing of the brake pad, but that the caliper could not release the pad to the rotor unless this computerized system was usedThe owner of the vehicle was unaware that they had this issue and we invited her to the back to see, but she declined as she said it was an Issue of financesThe check in sheet that the customer signed approved that there would be diagnostic time based upon the labor time of the mechanics diagnostic work if the job was not performedWhen the customer called the police he also reiterated that to her and mentioned that would be standard procedureGiving her the choice to have the work completed plus the additional cost or to have her money Count toward diagnostic timeShe chose the latterWhen the customer reached out to us in emails he said that the car was not looked at because she had her wheel lock key in her purse the whole timeWe responded by saying that we have cameras in the shop that show that her car was taken back and wheels taken off,with brakes diagnosedShe then backed off of that statementAs far as the actual diagnostic fee not being mentioned that is impossible as it varies with the amount of time the mechanic has to spend diagnosing the vehicleThat is then calculated after the fact, but the rate of the diagnostic, hourly is told to the customer if they have questions about the sheet they are signing,We appreciate you letting us tell our side of this story.Sincerley,Management

Friday, August 18th I visited this company to have the brakes on my car servicedOnce the service was completed I rendered payment for the service via [redacted] , as this was the only form of payment made available to me by the companyI received confirmation from [redacted] that the payment was received and was being processedI also verified that the funds were withdrawn from my associated bank accountLater on that day, I receive a call from the company claiming that my payment did not go through and there bank stated this was due to insufficient fundsI knew this was incorrect as more than enough funds were available at the time of purchase and I verified the funds were withdrawn from my accountI provided documentation to the company letting them know that the funds were withdrawn and the receipt from [redacted] Even though documentation was received, the company persisted did it not go through and demanded that I resubmit payment via another methodI refused and advised them that pay

HelloI have not heard anything from Dulles automotive since their last communication through Revdex.comI responded back to the Revdex.com last and have not heard anything from anyone sinceAny assistance you may offer to resolve this issue is greatly appreciatedSincerely [redacted]

To Whom This May Concern,The breakdown of the customers receipt was sent to her the day after the work was completedShe did not write her e-mail on the check in sheet, therefore, her e-mail was given verbally over the phoneAll this was stated in detail in the last correspondenceAfter months which Dulles Automotive thought the customer received the e-mail she calls to tell us she never got an e-mailOur biggest pause for Concern with the statements from the customer is that she never brought the car back to us which had a year parts and labor warranty minimum for us to take a look at the vehicleIf something was wrong all the parts and labor would have been covered at no chargeThere is no way to honor our warranty if that is not doneFor these reasons we have done all that we can do to resolve this matter.Sincerely,Dulles Automotive Service Center [redacted] ***, Sterling VA Unit A

Thank you for allowing me to respond to the customer complaintWhile I have a few disagreement with what the customer mentioned, I can say that I am in agreement that there has been a major communication issue between the business and the customerWhen the car was first brought to us, the car was towed, thus the owner was not presentThat belng the case, on the form that the tow truck driver had " [redacted] " was spelled with a "C" not a “K"Later when the customer came to pick up her car the printed invoice (will send attachment) is signed stating that the address, name, and phone number are correct, on this invoice the name is spelled with a “C”The original receipt the customer was given showed the parts and labor under an Alternator/ Battery packageThe issue that the customer had with this was that she could not decipher what the labor or parts charges wereShe asked for a recipe of charge break downs, but the issue was that the manager, (myšeff) had approved a special price as she was referred from a colleagueThe customer service manager did not have the code to waive more fees or deduct further pricing so he placed it under the package categoryTherefore if Tony were to place this under part and labor pricing her receipt would reflect a higher total than the agreed upon amount, I can agree that this may be frustrating to a consumer and should be handled betterWe have implemented systems since this event to prevent this from happening in the futureUnderstanding her desire to see a full brake down the gentleman Tony sent her an email the next morning with the manager's help which included a full break down on the invoice to include both parts and labor, The customer would call from that day until December stating that she never received the invoiceclearly say the email was sent and had not been rejected so I was perplexedTony then asked the customer to spell her email address phonetically, but she declined to do soWe also asked if she would send an email to us to confirm the email addressFinally after much back and forth we found out that we had been sending the email to the an address with " [redacted] ” spelled with "C" as opposed to “ [redacted] " spelled with a “K”We then sent the customer the correct information but she said it took us too long to send the emailRecall, earlier in this message that we have a document that the customer signed saying that her marrie and address were accurateThe next complaint the customer states is that she was overcharged, but that would be to say that she did not agree to the charges before the work was performedShe originally only came in for a diagnostic at which time she could have declined further workIn fact, when speaking with the customer we gave her (as with all customers) multiple pricing options which correlate with warranty and pricingShe mentioned having already spent so much or her vehicle that she would rather go with the lower price option which was understandablePlease note, that this is the first time via phone or Email that she has ever mentioned her radio was not workingAn alternator and battery have nothing to do with a radioFinally, the reason we are unable to further help this customer is because when she called about her battery issue she we asked that she could bring it in if indeed there was a battery issue so that we could warranty it outObviously this would be at no cost to the customer if indeed it did fail in such short timeAgain she declined to do so, thus the arguments seem nonsensical at this point-Thank you for your time,

This place does not even deserve star We called for an appointment to get the brakes replaced and they told us to bring the car in to look at the part installed Also I asked the person on the phone (Christina or Madison) what brand do they use on the brake pads She didn't wanted to answer and was very rude on the phone and unprofessional I think this place is ripping off people That's why they have over reviews with such a bad rating Save yourself peace of mind and go somewhere else Not worth it at all!!!

We thank you for your comments and do hope to address them effectively: You came in for your winterization which includes a point inspection At the time you dropped off your vehicle you mentioned that your heat was not workingAt that time we said that we would perform a coolant flush as
your winterization package includes and if that did not change your issues with heat that we would call and give you the option of having a diagnostic performed or to leave the issue of the lacking heat for another timeYou agreed to proceed in that manner after our follow up and we said we would call you upon finding any conclusionsAfter our mechanic ran a series of pressure ad heat tests to the vehicle he determined that pressure was not being held within the heating system, thus the lack of heat One of his concerns was that the radiator cap was not fitted properly to the vehicle because it was part meant for another vehicle In addition to this your heater hoses had issues as wellThese were all addressed during your visitWhen you came to pick up your vehicle you immediately came back and said that the heat was still not workingThis perplexed the mechanic and staff as your heat was not blowing at a consistent pressure, no longer as it was when you first brought your vehicleHowever we have the intake form that you signed where you mentioned that the heat did not work at allThe heat not working on a low setting was never mentioned beforeYour vehicle being a had many issues, when the car was first brought into the shop it made many noises and many parts were not functioning properlyFor instance, the power steering rack that was leaking which you said you have known aboutTherefore, when a car is brought in with a specific issue and the customer signs the intake form stating what they would have us do we are to fix that and only that issueWe strongly feel that is not or job to pressure a customer into a repair It was clearly a miscommunication with our staff when you checked in as it was never stated that your heat would not work on low, but rather that it did not work This incident taught us a few lessons, but the most meaningful lesson is that the intake coordinator should explicitly ask several questions to the customer, having them describe their issue thoroughly as the customer is not always well versed I mechanics and that is not good to assume so. When you spoke with the manager the next morning we immediately rectified the issue setting up a time for you to come in and have the issue fixed We rearranged our schedule and our technician who was off on Saturday came in jus to rectify this issue We did not charge additional money for labor or materialsHaving been told that you were on a very tight, he felt he would finish this job without labor time and at least fix your issue with low heating temporarily as knew you had no more money to spend We are sorry that you felt anything less than superb experience and do feel we immediately rectified the issue Your story has taught us lesson on procedures that will be carried out more effectively, with other customersWe are proud of the way that this was handled after upon your second visit, but hope to not have this issue again to begin with We thank you for your comments. Sincerely Dulles Automotive Manager

I initially had complaints about the Hazardous Waste surcharge, or $that was added to my bill When I inquired about this charge DASC responded that it was charged to everyone Then, it was stated that it was a state law/tax I am not from the State of VA, so I am unfamiliar with the state laws However, I find it extremely hard to believe that a charge can be applied to my bill on two basses:
No “Hazardous Material” was removed from my vehicle, especially $worth
I requested all materials/parts and took all parts given to me that was associated with the driveshaft replacement Thusly, no disposal of any parts or fluids should have happened if my request was granted
Now to the real core of my complaints and concerns Your mechanic clearly admitted, when stating, “that [yoke entering the front of the transfer case] was too long.” Therefore, admitting clearly that the same part dimensions were not used to replace the existing, custom, parts I

Friday, August 18th I visited this company to have the brakes on my car servicedOnce the service was completed I rendered payment for the service via ***, as this was the only form of payment made available to me by the companyI received confirmation from *** that the payment was received and was being processedI also verified that the funds were withdrawn from my associated bank accountLater on that day, I receive a call from the company claiming that my payment did not go through and there bank stated this was due to insufficient fundsI knew this was incorrect as more than enough funds were available at the time of purchase and I verified the funds were withdrawn from my accountI provided documentation to the company letting them know that the funds were withdrawn and the receipt from ***Even though documentation was received, the company persisted did it not go through and demanded that I resubmit payment via another methodI refused and advised them that pay

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***Although the heating issue was resolved the other part of my original complaint was the shaking and pulling which occurred after I took my car in the first timeI called Dulles Automotive after bringing my car home when I picked
it up the first time and noticed the problem to inform them of the
issueI also specifically stated to the receptionist when I dropped my car off the second time that it now shakes and pullsThis issue was never rectified and my car still pulls and shakesAt this point I do not trust them to work on my car for a third time and will take it to a reputable mechanic to have it corrected
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I need to see the actual evidence (the actual brake pad record showing at 2/32) in order to accept that it was really 2/It was never shown in personBased on the testimony of the shop reviews, there has been several reviews that integrity of the state emission is very low levelFailing inspection purposely is very common business practice according to the reviews.
***
Regards,
*** ***

Received: Jul 10 2015 11:45amTo whom it May Concern:In reference to complaint ID [redacted] we offer the following response; Mr. [redacted] came to our service station for a state inspection. At that time he failed for his front brake pads being under 2/32 essentially nearly metal to metal. In the...

state of Virginia this fails for safety inspection. The customer was shown the brakes and at that time decided he wanted to take the car and have it fixed post July 4th. He then found out that his car would be issued a rejection sticker per state law and he then decided to do the Service. He signed the authorization form and we applied our current brake pad special to him even though he was not a previous customer. At that time the customer fiddled around the back of the shop in nervous anticipation as he claimed he needed to get to work. The integrity of state and emissions inspections is of the utmost importance. If the customer feels he was made to replace brake pads that did not need replacement he can contact the state trooper whose name and information is as follows: Trooper [redacted] Station Supervisor cell ###-###-####. We are fully transparent and this would fully rectify this issue.Thank you,M. B[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Attached you will find documentation proving that 1) Funds were withdrawn from my account to cover the cost of the repairs 2) Receipts from [redacted] indicating the funds were withdrawn and then refunded by the business. The statement that the transaction was denied is false as we all know that when you make a credit card purchase a)the funds are withdrawn from your account automatically and b) If the funds were not available, the transaction would be denied immediately and it will not show as being processed on my bank statement. Once again, my bank statement proves that a payment was made for the repairs and then the company chose to refund me the money as indicated in attachment number 3. I cannot be refunded money the company never received. With any business, once money is refunded you cannot expect to recollect money for the same service. So once again, I believe that I have fulfilled my end as a consumer and therefore, wish for all collection activity by the business to cease. Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:It is not factual.  I never got a form from the tow truck guy.  They never gave me a breakdown of the charges on 12/23/2016.  Two months after I asked. Alsy, they lied and told me they replaced the battery terminals when the originals were still on the car.  I have a copy from the [redacted] Dealership saying that those are the original battery terminals from when I purchased the car and they were never changed.  And they overcharged me for the work they did.  I should have paid half that price.  They never sent me any breakdown of the charges.  Also, the radio in my car stopped working after they worked on the car and fixed it.  And it had to go back in the shop 2 months later with the SAME issue they said they corrected.  Which caused me to sell the car and buy a new one.
Regards,
[redacted]

[redacted],I was just informed that you are the representative working on our complaint. [redacted] has his car serviced with us and received both labor and new parts. He paid an invoice upon completion of the service, but later that day we say that the merchant processor declined to honor his...

credit card. We immediately let [redacted] know and he stated that he saw the transaction listed on his end. We explained that it could not be honored and within a day the processed hold was cleared. We called [redacted] for further payment and at that time he no longer had the funds as other bills had been deducted from his account. He promised to pay September 1st and has not done so. He states that in lieu of paying he will be filing a complaint with the Revdex.com. I tried to explain that we at now suing through loudon county court system, but would be willing to settle this if he would pay immediately as we are asking for court cost, lawyer fees, and interest based on the agreement he signed at the shop.ThanksMadison

Please see attached for requested documents.

We appreciate the opportunity to respond to this complaint. To give a preface, we have Coupons that that customers see and upon calling our shop they sometimes ask to have that coupon honored in shop to avoid fees from the third party. When we honor this transaction the customer signs in and pays us...

the coupon fee upfront. This is no different than if a person had a voucher, the voucher states they must present it at time of appointment to validate. In such a case the person would have purchased the Coupon prior to the visit. This is the same process here for persons purchasing the coupon through us. The coupon, purchased through the third party or through us entitles the person to get a diagnostic of the brake system in addition to the repair, Generally, if a person comes in for a diagnostic they would pay a starting price of $95 to have the vehicle looked at. There are times when the diagnostic is more intensive and this price is raised, The said customer came to our shop having seen a coupon and asked to be honored as she was paying in cash. The front desk associate did honor that coupon and the customer paid. When the technician performed his diagnostic he learned that the rotors were not in the best condition, but that pads could be applied, but the car being a Volkswagen had a computerized rear brake system. This inevitably meant that additional labor time would be called for. Upon the customer learning of this she said that she only wanted the brakes to be looked at but not have her rotors done and that she was not prepared for the additional labor time. At this point the customer was assured that the rotors would only affect the wearing of the brake pad, but that the caliper could not release the pad to the rotor unless this computerized system was used. The owner of the vehicle was unaware that they had this issue and we invited her to the back to see, but she declined as she said it was an Issue of finances. The check in sheet that the customer signed approved that there would be diagnostic time based upon the labor time of the mechanics diagnostic work if the job was not performed. When the customer called the police he also reiterated that to her and mentioned that would be standard procedure. Giving her the choice to have the work completed plus the additional cost or to have her money Count toward diagnostic time. She chose the latter. When the customer reached out to us in emails he said that the car was not looked at because she had her wheel lock key in her purse the whole time. We responded by saying that we have cameras in the shop that show that her car was taken back and wheels taken off,with brakes diagnosed. She then backed off of that statement. As far as the actual diagnostic fee not being mentioned that is impossible as it varies with the amount of time the mechanic has to spend diagnosing the vehicle. That is then calculated after the fact, but the rate of the diagnostic, hourly is told to the customer if they have questions about the sheet they are signing,We appreciate you letting us tell our side of this story.Sincerley,Management