H & R Repair & Towing Inc

Complaint: ***
I am rejecting this response because: I never once said it was running badI don't know how you can say that when I drove it on to the tow truck myselfI also never said it was leaking coolantAll I said was that it was making a loud noise and that I thought it might be the water pump BUT that I wasn't sure so that before I change the water pump, I wanted to get it checked/diagnosed so that I don't put money into it and then not fix the problemWhen I left your shop the vehicle would shut off when I would come to a complete stopI drove about miles home to drop off my family just to drive back and to hear that it was going to cost me about another hundred dollars to diagnose it again, to find out the problemI was able to get a mechanic to take a look at it and he found that the throttle cable just needed to be adjusted back to its original spotBoth nuts on the cable were tight, so he loosened them, adjusted the cable and tightened them back upHe asked if I had messed with the cable but I told him I didn't even know howI don't regret taking my vehicle to you because I am one who learns from my mistakesAs for my other vehicleA buddy of mine wanted to buy it off me as it was so there was no point in taking it back to youNot that that's any of your business
Regards,
*** ***

Customer is mistaken, she was not told 20% on estimates she was told 10% and in some states 15%, but since she recorded the entire meltdown she had, she should have the recording to verify. She is correct in that the only work she authorized was the oil change and engine diagnosis, she requester her companion be contacted to authorize repairs, which he was.When picking up, he was informed of the additional, asked if it was a problem, we were told no.Donna R***Service Advisor/Dispatcher

I received the customer's vehicle in on 6/26/17, customer drove vehicle into business but was complaining of a performance issue/check engine light, I was informed that customer was undergoing surgery the following day(the day of her appointment), but the gentleman who she introduced as her husband
had the authority to act on her behalf once diagnoses was made. After leaving several messages on 6/27, I finally received a return call from the gentleman, we spoke at length about the nature of the problems with the car, including the possibility of carbon resulting from the misfire condition. He authorized work in the amount of $697.32. We determined that the top end did indeed need cleaning, and since I could not get an answer, proceeding with that function. When her "husband" proceeded to pick up the vehicle, it was again explained to him, and he did not voice a problem with the repairs done. I also explained that we gave him a $coupon discount for the repairsAfter the owner brought it back and found out that there were additional problems with the other coils, they proceeded to replace those themselves, this additional diagnoses was done at no additional charge. They then proceeded to take vehicle to BMW/Mini dealer where they were told that non-BMW parts do not work on their vehicle(which is against the law to require dealer only parts) and they opted to replace the new parts that were installed on their vehicle, even though there was no defect in the parts stated.We, in good faith, refunded the owner for the parts BMW claimed should not have been put on the vehicle, and after doing so, she would not sign for the refund received, and she then had a meltdown stating she would take us to small claims court for the rest of her money, picket our business and ruin us online. We made a good faith effort, asked her what she wanted up front, and when she got what she asked for, she wanted it all. We were previous to her online badmouthing and her self embarrassing meltdowns in front of our other customers, quite willing to work with her, but she has proven it is all or nothing. Donna MR***Service Advisor/Dispatcher

Complaint: [redacted]
I am rejecting this response because: Yes I do have the majority of the conversation recorded if you would like to listen to it please give me a call. It will  also show what they told me they would reimburse me and then what they actually did was also a lie. I had never once introduced my boyfriend as my husband. As for my so called meltdown or tantrum yes I was pist as any normal  person would be after being ripped off. Like I said just look at the [redacted] website and see how many people they have ripped off there are 50+ responses. If nothing else maybe I saved a few new comer's in town from being ripped off. Just look under all the comments under BEWARE!!! Like I told them I will pay for the work that was done.Everything else was either redone at the dealer or was not approved.Not one word that has came out of Donna's mouth is the truth. All I can say if she and the owner can live with what they do to people then so be it. One day they will have to answer to someone way more important than me and you. I don't believe they will like their outcome!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: my car is in worse condition now then it was before they worked on it. This is not the first vehicle of ours that they have messed up and I regret not doing anything about our other vehicle, that is why I'm reporting them now. They are a very dishonest shop!!
Regards,
[redacted]

Mr. [redacted] contacted me on 12/20/16 to get an estimate to replace a water pump and told me he would get back to me.  He then called back on 12/27/16 needing the vehicle towed to shop because coolant leak was so bad, we had no complaint on the vehicle performance.  After determining the water...

pump was not the source of the leak but in actuality it was the radiator leaking, and the belt tensioner was locked up, I called Mr. [redacted] and explained, also told him that vehicle would barely stay running for us, and did he want that diagnosed, he responded did not have the money for that at the time.  He asked that we replace the belt tensioner only, that he had put belt on there the week before, and would get the belt covered under [redacted] warranty, he also stated he would return next week to get radiator done.When Mr. [redacted] picked up vehicle on the 28th, I spoke to him about when the performance issue had started, he stated about a day or so before we were called to tow it to our shop.  I also advised him that during replacement of the tensioner, we were able to view vehicle timing belt, and was in bad condition.  He was also provided with estimate for that repair. Mr. [redacted] never once brought up a performance issue with the vehicle, and the coolant leak was not severe enough to warrant having to tow it to our shop, so my assumption is, the performance was the unnamed reason for the tow.I feel bad Mr. [redacted] is now regretting his decisions regarding vehicle repairs, but I can assure you that his priority was resolving the belt issue and postponing the coolant and performance issues.Donna R[redacted]/Service Advisor

The other alleged repair for this customer was over two years ago, his buddy installed a starter on truck, installed incorrectly, damaged the starter and flywheel. We went out of our way to accommodate the repair with salvage parts from a junkyard. He was advised at that time that he still had a problem with the flywheel, which he opted not to replace. We did not have any follow up complaint on this repairOn his current issue, since the vehicle was towed and only driven the distance from our lot to the service bay, we have no clue without his authorizing diagnostics. We do know that he stated the engine was running bad at or around the time of the coolant loss, and he had already replaced the belt. If the original belt came off it could have damaged or disconnected a sensor or harness.  We did nothing but replace a seized belt tensioner and pressure test the cooling system and determine the source of an antifreeze leak as requested by Mr. [redacted]. We do not dispute the vehicle runs terrible, he was advised that after it was towed in, and he opted not to diagnose it.  I feel it is unreasonable for Mr. [redacted] to expect a cooling system diagnosis and belt tensioner replacement to correct the problem which caused him not to drive the vehicle to our shop. As I previously stated, the cooling system leak was not severe enough to not be driven, as he drove it out of our facility.Donna R[redacted]/Service Advisor

Complaint: [redacted]
I am rejecting this response because: I agreed to pay for the oil change and air filter and that is it. I had to have everything they did  re-done that they. Plus they did not get my approval to do a fuel injection cleaning. They told me there is a law that they can approve things up to 20% of what they estimated. That is not true the law states they can charge up to $25.00 dollars and no more. If you want to see how many people they have ripped off log on to [redacted] website. There is over 50 responses from other people he has ripped off the same exact way.
Regards,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]On 12-18-15 [redacted] brought her 08 Nissan Altima into our shop for an oil change and tire rotation.  When done servicing it, while my tech was backing it out, he...

realized that he had not torqued down the lug nuts because the wheel kicked out slightly on the lug bolts.  Even though we saw no damage to lugs or bolts, we replaced them just in case.   When [redacted] picked up her vehicle, I explained to her what happened, and that we effected the repairs at no charge to her and documented it as such.  We walked out to the vehicle and looked at the wheel in question. At that time she claimed the wheel cover was damaged, I explained that the damage to the wheel cover was on the outside edge, nowhere near the lug nuts/bolts.  The wheel covers all around were badly scuffed, and I told her that even though the damage was not caused by our shop, I would try to find her a decent wheel cover to help her out.  At that time we took pictures of all the wheels. A few weeks later, I got a call from her insurance company wanting to know if we were going to repair her vehicle, I explained to them the circumstance and offered to share the photos.   Another couple of weeks passed when [redacted] called me wanting to know about the wheel cover.  I explained to her that since she opted to have her insurance involved, I could no longer assist her.  Next thing you know she claimed we dented her fender, she wanted us to give her $500 for her deductible, her sister came in causing a scene in our customer waiting area, screaming obscenities at the business owner having nothing to do with matter at hand.  Within minutes of filing this complaint the sister Jaquie filed multiple online bad reviews, so I believe she was responsible for this complaint. As I told the insurance company, we had three tow truck drivers, two technicians, two service advisors and the business owner present when all this transpired, and the business owner was also involved.  I can assure you, there is no additional damage other that the repairs I disclosed. If you have any further questions, please feel free to call me. Sincerely, Donna R[redacted]